Service Desk Knowledgebase: Required Updates

This is the CL Wiki Required Updates page of Service Desk Knowledgebase. The overall objective is to provide a catalogue of services which the CL provides to its users, and to provide focused information about them. The target audience is however the Service Desk team in order to help them handle incidents, problems and requests about CL services.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

This list is only to act as a reminder for administrative processes.

Need Attention

If they have been updated and then require re-writing "in my words" please cut & paste them into the Re-writes to be done by UIS Help Desk section below. vrw10

1. Escalation procedure for https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_OpenRoomMap
2. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Linux - Detailed procedure required for 3.2 "BMC BIOS setup - if present" (from http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/MachineSetup#bmc) if expected to be done.
3. Draft procedure for DHCP registration required at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Networking#Dealing_with_DHCP_Registration
4. No Service Desk Call Handling Procedure or contacts https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Access#Service_Desk_Call_Handling_Procedure and information required on dealing with SSH keys if it's expected to be dealt with.
5. Is the New Arrivals procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals complete?
6. RT ticket escalation not defined in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_WWW#Service_Desk_Call_Handling_Procedure
7. Draft Linux OS Upgrade procedure in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Linux_Operating_System_Upgrades
8. In Request from admin staff for a ad-hoc list (e.g. staff member leaving collection) how do we determine what should be in the list and what shouldn't?

Answer: Ask them who they want by top level category such at teaching staff, SRAs. They just use cl-ckadr -v to ensure the person does not in the final list.

1. Does https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Building_Services#Service_Desk_Call_Handling_Procedure require a special procedure for the Building Management System (BMS)?
2. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_User_Accounts_and_Groups#Keeping_open_CL_accounts_for_a_student_who_is_going_on_to_a_CL_PhD needs checking please.
3. New Arrivals procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals needs review (See RT#96587 & RT#96587).
4. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks to include checklist (RT#96191)?
5. Could you please check the procedures at: https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#User_requests_a_CL_mailing_list & https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Creating_a_HotCRP_Conference_Web_Server as I don't believe that they have been gone through much.
6. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#Request_from_admin_staff_for_a_list_update https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#CL_Alias: - need checking for "in line lists" & "shared role address" info.
7. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#Post_move Post Move update required regarding the install AMT and IPMI PWs (See pb22 Oct 12 14:45:54 2015 RT#970890)
8. https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones - Something about 'conference phones' perhaps in the Telephones section?
9. Common case of setting up a new machine - https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Scratch_space

Requires insertion into https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Resources#New_arrivals when the appropriate steps for machines other than Linux OS are defined.

Re-writes to be done by UIS Help Desk

Please put in here hints, tips and procedures (or links to them) that you would like re-written into the Service Desk Knowledgebase contents pages "in my words".

1. RT Ticket 96190

Things To Do (from iwm21)

Proposed changes suggested by iwm21