Service Desk Knowledgebase: Mac

This is the Mac 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 Mac OS X users
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• OS X printing
• Filer access
• SSH configuration
• VPN connectivity

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/AppleMac - AppleMac

Underpinning Services

• Those relating to the specific functionality required

Customer-base for this Service

• All staff & students of the Computer Laboratory

Costs

• Free to all current staff & students of the Computer Laboratory ???

SLA

• N/A

Service Desk Call Handling Procedure

• RT tickets can be escalated to the Mac team by changing the Queue to Mac-admin with the Owner set to Nobody and the Status set to new. Tell the requestor:
  I am passing this request over to the Mac Admin team who, I'm sure, will be in contact shortly.

Contacts

Primary

• Graham Titmus

Other

• Piete Brooks

Availability

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

Hints, Tips & Known Issues

Title

Fistname Lastname (Date)

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Categorising Keywords

• A categorization or service type