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
- http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Resources - CL Sys-Admin Documentation
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
Further CL Sys-Admin Documentation
- ???
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
- N/A
Service Desk Call Handling Procedure
New arrivals generate an automatic ticket in the following format:
CRSid has a "HR Role" starting ??/??/2015 requiring equipment v#VisitorID "visitor name"
- Copy RT ticket number
- Go to the URL in body like:
https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=???
- [Edit] the form & put in RT_Ticket & [Update]
- Check & copy notes for any specific instructions (& maybe [Edit]/[Update] room)
- Paste specific equipment requests into RT ticket comment
- If no specific equipment requests Reply to the ticket requestor what what they intend to provide for visitor/intern/RA
- [Edit]/[Update] database with Equipment_state Asking
- Set RT ticket to Owner as Nobody & Status as Stalled & leave the Queue as Sys-Admin
Contacts
Primary
- ???@cl.cam.ac.uk (Goes to ???)
- ???@lists.cam.ac.uk (Goes to ???)
- Tel: ???
Other
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Additional CL Staff Resources
Hints, Tips & Known Issues
Title Person (Date)
Categorising Keywords
- Resources PC machines new arrivals upgrades failures
