Service Desk Knowledgebase: Remote Access

This is the Remote Access 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

• Access to Computer Lab Systems
• CL Terminal Servers
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• Wake-on-Lan (WoL) page gives access to remote start facilities for workstations (wait 3-4 minutes for it to appear online)

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/TgtServer - Ticket Granting Tickets (TGT) Server
• https://dbwebserver.ad.cl.cam.ac.uk/SCG/Equipment/Inventory.aspx - Inventory
• https://dbwebserver.ad.cl.cam.ac.uk/SCG/DHCP/DHCP.aspx - DHCP
• https://dbwebserver.ad.cl.cam.ac.uk/SCG/Networks/Networks.aspx - VLANs

• How To: Enable remote access to Windows

• New slogin-serv: http://www.cl.cam.ac.uk/news/2015/02/slogin-server-upgrade/ "PuTTY users should ensure that they are using PuTTY 0.64 or later." go to http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html & download:
  "A Windows installer for everything except PuTTYtel
  Installer: putty-0.64-installer.exe"

Underpinning Services

• VPN - UIS VPN Service

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

• N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

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

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

• RT tickets can be escalated to Firstname Lastname by changing the Owner to ??? with the Status set to new. Tell the requestor:
  I am passing this request over to ??? who, I'm sure, will be in contact shortly.

Contacts

Primary

• ???@cl.cam.ac.uk (Goes to ???)
• ???@lists.cam.ac.uk (Goes to ???)
• Tel: ???

Other

• Firstname Lastname

Availability

• 24x7

Hints, Tips & Known Issues

Title Person (Date)

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Categorising Keywords

• A categorization or service type