Service Desk Knowledgebase: Resources

This is the Resources content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.

If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• Information for new arrivals
• An Introduction to the Computing Facilities at the Computer Laboratory
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

William Gates Building Floor Plans (inc. Room Codes):

• Ground floor (G)
• First floor (F)
• Second floor (S)
• Find a room

CL Customer Documentation

• ???

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Resources - Arrivals/Upgrades/Replacement/Disk
• https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx - Inventory

Underpinning Services

• Computer Lab Administration Database???, Mail Server, Networking & RT

Customer-base for this Service

• All staff and students of the Computer Laboratory

Costs

• Visitors, Interns & RAs equipment should be funded by the Sponsor for anything substantial but short term loans are possible
• RARS (Research Assistants registered for a PhD) should be treated as RAs but some funding bodies do not permit this (in which case Lab funding is used)
• Staff equipment for new arrivals is funded by the department

SLA

• N/A

Service Desk Call Handling Procedure

New arrivals

Processing of new arrivals by administrative staff automatically generate an RT ticket with the following format:
CRSid has a "HR Role" starting ??/??/2015 requiring equipment v#VisitorID "visitor name" when they are added to the database.

1. Copy RT ticket number
2. Go to the URL in body like: https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=???
3. [Edit] the form & put in RT_Ticket & [Update]
4. Check & copy notes for any specific instructions (& maybe [Edit]/[Update] room)
5. Paste specific equipment requests into RT ticket comment
6. If no specific equipment requests Reply to the ticket requestor what what they intend to provide for visitor/intern/RA
7. [Edit]/[Update] database with Equipment_state Asking
8. Set RT ticket to Owner as Nobody & Status as Stalled & leave the Queue as Sys-Admin
9. To escalate response leave on the sys-admin queue with Status as open and Owner as Nobody

Requests for machine moves

Requests for machine moves are raised by Reception after they allocate a new office.

1. Take the ticket and check the equipment the person has. If none then there may be a phone to move so check if one is allocated.
2. If there is some equipment to move then pass the ticket over to the operators.
3. Set the Queue to hw-admin, the Owner to Nobody and put OPER: at the start of the subject line.

After the operators have moved the machine they should provide back details of which port the machine is now plugged into on the ticket and remove OPER: from the subject line.

1. Take the ticket and then update the database for new machine location.
2. Set the old switch port where the machine was to no longer be on the VLAN it was by no switch port access vlan NNN.
3. Set the new port to access the VLAN removed in the previous step.
4. Check you can access the machine remotely

Contacts

Primary

• sys-admin@cl.cam.ac.uk (Goes to RT sys-admin queue)
• sys-admin-comment@cl.cam.ac.uk (Goes to CL back-office staff)
• reception@cl.cam.ac.uk (For queries about the status of someone due to arrive)

Availability

• Monday:
• Tuesday:
• Wednesday:
• Thursday:
• Friday:
• Saturday: Closed
• Sunday: Closed

Hints, Tips & Known Issues

Title Person (Date)

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Categorising Keywords

• Resources PC machines new arrivals upgrades failures