Service Desk Knowledgebase: Mac: Difference between revisions
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[[Category:Service Desk Knowledgebase]] | [[Category:Service Desk Knowledgebase]] | ||
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This is the | 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<br /> '''[mailto:sys-admin-aside@cl.cam.ac.uk sys-admin-aside@cl.cam.ac.uk]'''. | If CL staff need to '''''tell the Service Desk team''''' about problems with this service please email<br /> '''[mailto:sys-admin-aside@cl.cam.ac.uk sys-admin-aside@cl.cam.ac.uk]'''. | ||
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==Key Service Description & URLs== | ==Key Service Description & URLs== | ||
* [ | * [https://www.cl.cam.ac.uk/local/sys/mac/ Information for Mac OS X users] | ||
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''') | * [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''') | ||
==CL Customer Documentation== | ==CL Customer Documentation== | ||
* [ | * [https://www.cl.cam.ac.uk/local/sys/mac/printing/ OS X printing] | ||
* [https://www.cl.cam.ac.uk/local/sys/mac/file_access/ Filer access] | |||
* [https://www.cl.cam.ac.uk/local/sys/mac/ssh_access/ SSH configuration] | |||
* [https://www.cl.cam.ac.uk/local/sys/mac/vpn/ VPN connectivity] | |||
==Further CL Sys-Admin Resources== | ==Further CL Sys-Admin Resources== | ||
* | * http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/AppleMac - ''AppleMac'' | ||
==Underpinning Services== | ==Underpinning Services== | ||
* | * Those relating to the specific functionality required | ||
==Customer-base for this Service== | ==Customer-base for this Service== | ||
* All staff | * All [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/AllStaffStudents.aspx staff & students of the Computer Laboratory] | ||
==Costs== | ==Costs== | ||
* Free to all current staff | * Free to all current [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/AllStaffStudents.aspx staff & students of the Computer Laboratory] ??? | ||
==SLA== | ==SLA== | ||
| Line 30: | Line 33: | ||
==Service Desk Call Handling Procedure== | ==Service Desk Call Handling Procedure== | ||
* [https://rt.cl.cam.ac.uk 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:<br /> ''I am passing this request over to the Mac Admin team who, I'm sure, will be in contact shortly.'' | |||
* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to the | |||
== Contacts == | == Contacts == | ||
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'''Other''' | '''Other''' | ||
* [http://www.lookup.cam.ac.uk/person/crsid/ | * [http://www.lookup.cam.ac.uk/person/crsid/pb22 Piete Brooks] | ||
==Availability== | ==Availability== | ||
| Line 56: | Line 54: | ||
==Hints, Tips & Known Issues== | ==Hints, Tips & Known Issues== | ||
===Title=== | |||
[http://www.lookup.cam.ac.uk/person/CRSid Fistname Lastname] (Date) | |||
Info... | |||
==Categorising Keywords== | ==Categorising Keywords== | ||
* ''A categorization or service type'' | * ''A categorization or service type'' | ||
Latest revision as of 09:42, 27 May 2015
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
Further CL Sys-Admin Resources
Underpinning Services
- Those relating to the specific functionality required
Customer-base for this Service
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
Other
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Hints, Tips & Known Issues
Title
Fistname Lastname (Date)
Info...
Categorising Keywords
- A categorization or service type
