Service Desk Knowledgebase: Mail Support

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This is the Mail Support 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

Further CL Sys-Admin Resources

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

  • Process email-admin RT queue tickets for spam and held messages. Some of these will be held items to mail lists. If these come from members of staff they should normally be released. It is best to check if they are replies to a message to a list in which case you might wish to check with the sender that they meant to reply to everyone!
  • RT tickets can be escalated from the sys-admin queue to the Postmaster team by changing the Queue to email-admin with the Owner set to Nobody & Status set to new and emailing postmaster@cl.cam.ac.uk. Tell the requestor:
    I am passing this request over to our Email team who, I'm sure, will be in contact shortly.'

Contacts

Primary

Availability

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

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Mail Email E-mail Exchange Outlook
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