Service Desk Knowledgebase: Postmaster: Difference between revisions
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[[Category:Service Desk Knowledgebase | [[Category:Service Desk Knowledgebase]] | ||
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This is the Postmaster 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. | This is the Postmaster 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 '''[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]'''. | ||
Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] | Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] | ||
==Key Service Description & URLs== | ==Key Service Description & URLs== | ||
* [ | * [https://www.cl.cam.ac.uk/local/sys/roles/ Email rôle addresses within the department] | ||
* [http:// | * [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''') | ||
==CL Customer Documentation== | ==CL Customer Documentation== | ||
* [http://www.cam.ac.uk/cs/ ???] | * [http://www.cam.ac.uk/cs/ ???] | ||
==CL | ==CL Sys-Admin Resources== | ||
* | * http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Postmaster - ''Dealing with the mail queues'' | ||
==Underpinning Services== | ==Underpinning Services== | ||
| Line 21: | Line 21: | ||
==Customer-base for this Service== | ==Customer-base for this Service== | ||
* All staff and students of the | * All staff and students of the Computer Laboratory | ||
==Costs== | ==Costs== | ||
* Free to all current staff and students of the | * Free to all current staff and students of the Computer Laboratory | ||
==SLA== | ==SLA== | ||
| Line 30: | Line 30: | ||
==Service Desk Call Handling Procedure== | ==Service Desk Call Handling Procedure== | ||
* [https://rt.cl.cam.ac.uk/ RT] tickets can be escalated from the '''sys-admin''' queue to the ''Postmaster'' by changing the '''Queue''' to '''email-admin''' with the '''Owner''' set to '''Nobody''' & '''Status''' set to '''new''' <font color="red">AND</font> '''emailing [mailto:postmaster@cl.cam.ac.uk postmaster@cl.cam.ac.uk]''' (using '''CC''' in a '''Comment'''). Tell the requestor:<br /> ''I am passing this request over to our Postmaster team who, I'm sure, will be in contact shortly. | |||
* [ | |||
== Contacts == | == Contacts == | ||
'''Primary''' | '''Primary''' | ||
* [mailto: | * [mailto:postmaster@cl.cam.ac.uk postmaster@cl.cam.ac.uk] (Goes to CL Postmaster) | ||
* Tel: ??? | * Tel: ??? | ||
| Line 57: | Line 51: | ||
* Sunday: Closed | * Sunday: Closed | ||
==Additional | ==Additional CL Staff Resources== | ||
* | * | ||
==Hints, Tips & | ==Hints, Tips & Known Issues== | ||
'''Title''' [http://www.lookup.cam.ac.uk/person/??? Person] (Date) | '''Title''' [http://www.lookup.cam.ac.uk/person/??? Person] (Date) | ||
---- | ---- | ||
==Categorising Keywords== | ==Categorising Keywords== | ||
* | * Postmaster Mail Email E-mail Exchange Account Management Queue Lists | ||
Latest revision as of 12:51, 19 June 2015
This is the Postmaster 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
- Email rôle addresses within the department
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
CL Sys-Admin Resources
- http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Postmaster - Dealing with the mail queues
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
- ??? - Timeframes or service level agreement for fulfilling the service
Service Desk Call Handling Procedure
- RT tickets can be escalated from the sys-admin queue to the Postmaster by changing the Queue to email-admin with the Owner set to Nobody & Status set to new AND emailing postmaster@cl.cam.ac.uk (using CC in a Comment). Tell the requestor:
I am passing this request over to our Postmaster team who, I'm sure, will be in contact shortly.
Contacts
Primary
- postmaster@cl.cam.ac.uk (Goes to CL Postmaster)
- Tel: ???
Other
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Additional CL Staff Resources
Hints, Tips & Known Issues
Title Person (Date)
Categorising Keywords
- Postmaster Mail Email E-mail Exchange Account Management Queue Lists
