Service Desk Knowledgebase: Required Updates: Difference between revisions

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https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mac checked and several tidies done.
https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mac checked and several tidies done.
==Things To Do: iwm21==
[https://wiki.cam.ac.uk/cl-sys-admin/User:iwm21#Proposed_changes.2Fadditions_to_the_CL_wiki: Proposed changes suggested by iwm21]

Revision as of 12:06, 4 June 2015

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 checking:


Re-writes to be done by vrw10

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".

https://rt.cl.cam.ac.uk/Ticket/Display.html?id=94616 suggest that (cl-)amttool, amtterm, wsman and ipmitool need to be added to the tools. See the section on RemoteManagement on http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo such as http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/IAMT and http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/IPMI

(vrw10: Note made at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Remote_Management#Further_CL_Sys-Admin_Resources but we'll need a step-by-step guide to used these tools.)

https://rt.cl.cam.ac.uk/Ticket/Display.html?id=94951 has the policy on requests for SW for the pool of 41 ACS machines. Basically individual users can load private copies of any 'special' things they need in their $HOME (and maybe setting some environment variables to find it); anything of use to the bulk of the people doing the course should be requested by the course giver.

INFO REQUIRED (26/03/15) - see SSH from Outside the Computer Lab to a CL Linux Box Timing Out

DONE (26/03/15) - see "No matching mac found" for slogin service

I'm not clear on the card issuing procedure at https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mifare_(University)_Cards#Email:_.22Mifare_cards_required_for_visitors.22 (e.g. RT#95087 & RT#95090) - the procedure is to use a University card when people are here a long time but otherwise we issue white cards. The latter procedure requires a card reader and some cards so is probably one to be escalated to the CL backoffice. Any visitor less than about 6 months will use a white card (unless they previously have a University card - we can use expired Uni cards). Normally tickets are raised about a week before arrival - check the length of stay - it is is a long stay person then ask reception what is happening about their card, if it might not be ready in time or has not been requested either deliberately or in error then create a white card to be on the safe side.

Should https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Operator_Tasks#Procedure_for_Patching include information on updating OpenRoomMap as per https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95124 ? - I've made some changes to clarify the procedure.

We need an escalation procedure for RT tickets regarding telephones & to clarify who does what - https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Telephones#Service_Desk_Call_Handling_Procedure - pages updated.

Is a procedure for dealing with CL mailing lists required? https://rt.cl.cam.ac.uk/Ticket/Display.html?id=95165 - the basic procedure is to migrate the list to lists.cam.ac.uk unless it is a dynamic list. I migrate when I need to touch a list. As such this is at a bit of an interim state. I have added the update lists procedure so you can do this task. Please tidy up my notes.

Costs & Contacts in https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Purchasing - done

https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mac checked and several tidies done.


Things To Do: iwm21

Proposed changes suggested by iwm21

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