Service Desk Knowledgebase: Postmaster: Difference between revisions

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

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

CL Customer Documentation

CL Sys-Admin Resources

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

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