Service Desk Knowledgebase: Mifare (University) Cards: Difference between revisions

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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''


* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''".  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by setting the '''Status''' to '''new'''.  Tell the requestor:<br /> ''I am passing this request over to an expert who, I'm sure, will be in contact shortly.''  If urgent then contact one of the named experts below.
 
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by emailing [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] and setting the '''Status''' to '''@3rdparty'''. Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''


== Contacts ==
== Contacts ==

Revision as of 12:47, 3 December 2014


This is the Mifare (University) Cards 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 Documentation

  • ???

Underpinning Services

  • ??? - Any supporting or underpinning services

Customer-base for this Service

  • All current staff and students of the collegiate University.
  • Access to the CL limited to current staff and students of the Computer laboratory and bona fide visitors.

Costs

  • Free to all current staff and students of the collegiate University

SLA

  • N/A

Service Desk Call Handling Procedure

  • RT tickets can be escalated by setting the Status to new. Tell the requestor:
    I am passing this request over to an expert who, I'm sure, will be in contact shortly. If urgent then contact one of the named experts below.

Contacts

Primary

  • leave in sys-admin queue and bring to attention of CL staff if urgent.

Other

Availability

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

Additional CL Staff Resources

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Mifare number University white card visitor access
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