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
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

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

• Ground floor (G)
• First floor (F)
• Second floor (S)
• Find a room

CL Customer Documentation

• ???

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Resources - Arrivals/Upgrades/Replacement/Disk

Underpinning Services

• ??? - Any supporting or underpinning services

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

New arrivals generate an automatic ticket in the following format:
CRSid has a "HR Role" starting ??/??/2015 requiring equipment v#VisitorID "visitor name"

1. Copy RT ticket number
2. Go to the URL in body like: https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/VisitorDetails.aspx?ID=???
3. [Edit] the form & put in RT_Ticket & [Update]
4. Check & copy notes for any specific instructions (& maybe [Edit]/[Update] room)
5. Paste specific equipment requests into RT ticket comment
6. If no specific equipment requests Reply to the ticket requestor what what they intend to provide for visitor/intern/RA
7. [Edit]/[Update] database with Equipment_state Asking
8. Set RT ticket to Owner as Nobody & Status as Stalled & leave the Queue as Sys-Admin
9. To escalate reposonse leave on the sys-admin queue with Status as open and Owner as Nobody

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 & Known Issues

Title Person (Date)

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Categorising Keywords

• Resources PC machines new arrivals upgrades failures