Service Desk Knowledgebase: WWW

This is the WWW 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

• ??? - A description of the service
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/XenE - CL Documentaion
• UIS News - All current articles

CL Customer Documentation

• ???

CL TechLink Documentation

• N/A

Underpinning Services

• ??? - Any supporting or underpinning services

Customer-base for this Service

• All staff and students of the Computer Laboratory

Costs

• Free to all current staff and students of the Computer Laboratory

SLA

• ??? - Timeframes or service level agreement for fulfilling the service

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

• RT tickets can be escalated to the ??? by changing the Queue to "UCS ???" with the Owner set to Nobody. Tell the requestor:
  I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.

• RT tickets can be escalated to the ??? by changing the Owner to ???". Tell the requestor:
  I am passing this request over to ??? who, I'm sure, will be in contact shortly.

• RT tickets can be escalated by emailing ???@cl.cam.ac.uk and setting the Status to @3rdparty. Tell the requestor:
  I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.

Contacts

Primary

• ???@cl.cam.ac.uk (Goes to ???)
• ???@lists.cam.ac.uk (Goes to ???)
• Tel: ???

Other

• Firstname Lastname

Availability

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

Hints, Tips & Know Issues

Title Person (Date)

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Categorising Keywords

• WWW World-wide Web World Wide Internet Redirect Re-direct Request