Service Desk Knowledgebase: Resources

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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

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

CL Customer Documentation

Further CL Sys-Admin Resources

[NOTE: The Personresponsible is actually the one who is financially responsible.]

People

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

Delaying RT Tickets

  • To delay a ticket for automatic re-activation on a given date set the Status to Stalled then use Dates to set a Due: date and [Save Changes].

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. Click on the URL in ticket like: https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=999
  3. Enter your CRSid & Computer Lab password if requested
  4. Click the [Edit] button at the bottom left of the form
  5. Paste in the RT_Ticket & click [Update]
  6. If room information is available [Edit] Allocated_Office & [Update]
  7. Copy notes for any specific instructions to paste into the RT ticket
  8. Return to RT
  9. Click Comment and paste specific equipment requests into the RT ticket
  10. If there are no specific equipment requests Reply to the RT ticket requestor asking what they intend to provide for visitor/intern/RA set the Owner as Nobody & Status as Stalled & leave the Queue as Sys-Admin and then [Edit] the database Equipment_state with Asking and [Update]
  11. Finally 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 oper, the Owner to Nobody and with Status as new.


After the operators have moved the machine they should provide back details of which port the machine is now plugged into on the ticket.

  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

Availability

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

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Resources PC machines new arrivals upgrades failures
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