Service Desk Knowledgebase: Licensed Software

From Computer Laboratory System Administration
Jump to navigationJump to search


This is the Licensed Software 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

CL Customer Documentation

  • N/A

Further CL Sys-Admin Resources

People

Underpinning Services

  • N/A

Customer-base for this Service

Costs

  • Free to all current staff and students of the Computer laboratory except for MS Office...
  • Office licences are provided to staff & research students who use Windows as their primary O/S - in other case the purchase must be funded.

SLA

  • N/A

Service Desk Call Handling Procedure

  • Mathematica: - we have a limited licence for this RT tickets can be escalated to Chris Hadley by changing the Owner to ckh11 & Status as new. Tell the requestor:
    I am passing this request over to Chris Hadley who, I'm sure, will be in contact shortly.
  • Matlab under Linux: - We have some licences in addition to the Matlab Site Licence RT tickets can be escalated to Chris Hadley by changing the Owner to ckh11 & Status as new. Tell the requestor:
    I am passing this request over to Chris Hadley who, I'm sure, will be in contact shortly.
  • Matlab under Windows: - We have some licences in addition to the Matlab Site Licence RT tickets can be escalated to Graham Titmus by changing the Queue to win-admin and Owner to gt19 & Status as new.. Tell the requestor:
    I am passing this request over to Graham Titmus who, I'm sure, will be in contact shortly.
  • Windows: - We have an academic alliance site licence which gives us access to Windows O/S & Servers. Accounts are only issued to students and faculty of the Computer Laboratory. If users are asking if they have an account or have forgotten the password you can tell them to login to the site via the "Microsoft Dreamspark for Academic Institutions" link on http://www.cl.cam.ac.uk/local/sys/microsoft/mssoftware.html and request a password re-issue using the address in the form crsid@cam.ac.uk for students on taught courses and GivenName.FamilyName@cl.cam.ac.uk for others including research students [NOTE: They may have Cert of Postgraduate Study in Jackdaw during their first year of a PhD - taught MPhils have Master of Philosophy]. Tell them to check the spam folder as the email will not come form Cambridge and can easily get trapped by spam filters.
    RT tickets can be escalated to Graham Titmus by changing the Queue to win-admin and Owner to gt19 & Status as new. Tell the requestor:
    I am passing this request over to Graham Titmus who, I'm sure, will be in contact shortly.
  • MS Office: - Office licences are provided free to staff & research students who use Windows as their primary O/S - in other case the purchase must be funded. RT tickets can be escalated to Graham Titmus by changing the Queue to win-admin and Owner to gt19 & Status as new. Tell the requestor:
    I am passing this request over to Graham Titmus who, I'm sure, will be in contact shortly.

Contacts

Primary

Availability

  • Monday to Friday 9am - 5pm

Hints, Tips & Know Issues

DreamSpark Premium Account

Graham Titmus (30/01/2015)

All new faculty and students members of the Computer Laboratory get a DreamSpark Premium account and will receive an account registration email like below from Microsoft using kivuto.com. The Help Section of the website can be found at http://e5.onthehub.com/WebStore/Support/WebStoreHelpContents.aspx?ws=a84da659-c18b-e011-969d-0030487d8897&vsro=8 

 From: University Of Cambridge - Computer Science - DreamSpark Premium <noreply@kivuto.com>
 Date: 28 January 2015 at 10:52
 Subject: An account has been created for you
 To: Fred.Smith@cl.cam.ac.uk
 
   ** This is an automated message --  
   please do not reply as you will not receive a response. ** 
          
 Welcome Fred.Smith@cl.cam.ac.uk to your DreamSpark WebStore:
 University Of Cambridge - Computer Science - DreamSpark Premium
 
 You'll be excited to know a user account was just created for 
 you at your school's DreamSpark WebStore. With it, you can 
 download and access a wide range of Microsoft developer tools, 
 servers, and platforms for free!
 
 Get Started Now
 
 To complete the registration process, you need to follow just 
 1 step! Clicking the registration link below will send you to 
 a page where you'll be asked to create a unique password for  
 your account. Once that's complete, you're done! 
 
 Complete Your Registration: 
 http://e5.onthehub.com/d.ashx?s=1wzju6bfzi&u=6eza39b6-dbz6-e411-9508-b8ca2a5db7a1 
 
 If you are redirected to your institution's internal sign-in 
 page, use your institution credentials. 
 
 Technical Support
 
 If you have any technical difficulties while registering, 
 downloading the software, or anything else, check out the 
 Help section of your WebStore and review the frequently 
 asked questions. If you don't find what you're looking for, 
 just click the Contact Us link at the bottom of the Help 
 page to contact your Program Administrator to get additional 
 support.
   
 If you have any questions, please see the Help section of the website. 
   
 Thank you, 
 University Of Cambridge - Computer Science - DreamSpark Premium 
 http://e5.onthehub.com/d.ashx?s=box12zzexl 
 
 This message from Microsoft is an important part of a program, 
 service, or product that you or your company purchased or 
 participate in. Microsoft respects your privacy. Please read 
 our Privacy Statement.
 
 This is a mandatory service communication. To set your contact 
 preferences for other communications, visit the Promotional 
 Communications Manager.
 
 Microsoft Corporation
 One Microsoft Way
 Redmond, WA 98052 USA

Categorising Keywords

Matlab Mathematica Windows MS Office Latex Linux

Retrieved from "https://wiki.cam.ac.uk/wiki/cl-sys-admin/index.php?title=Service_Desk_Knowledgebase:_Licensed_Software&oldid=1373"