Service Desk Knowledgebase: Sys-Admin: Difference between revisions

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[[Category:Service Desk Knowledgebase]]
[[Category:Service Desk Knowledgebase]]
<br>
 
This is the Sys-Admin 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 Sys-Admin 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]'''.
 
{{ServicePortfolio}}


Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']]


==Key Service Description & URLs==
==Key Service Description & URLs==
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* [http://www.cl.cam.ac.uk/local/sys/rt/ The RT ticketing system]
* [http://www.cl.cam.ac.uk/local/sys/rt/ The RT ticketing system]
* [http://www.cl.cam.ac.uk/local/sys/roles/ Email rôle addresses within the department]
* [http://www.cl.cam.ac.uk/local/sys/roles/ Email rôle addresses within the department]
* http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo  - ''CL Sys-Admin Documentation''
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''')
* [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.cl.cam.ac.uk/local/arrivals/introduction/ An Introduction to the Computing Facilities at the Computer Laboratory]
* [http://www.cl.cam.ac.uk/local/sys/faq/ Frequently Asked Questions]
* [http://www.cl.cam.ac.uk/local/sys/az/ A–Z index of local system administration pages]


==Further CL Sys-Admin Documentation==
==Further CL Sys-Admin Resources==
* N/A
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk  - ''Helpdesk Info''
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/ - ''Higher-level SysInfo Info''


==Underpinning Services==
==Underpinning Services==
* [http://www.cam.ac.uk/cs/ ???] - ''Any supporting or underpinning services''
* Network, RT, Mail


==Customer-base for this Service==
==Customer-base for this Service==
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==Costs==
==Costs==
* Free to all current staff and students of the Computer Laboratory
* Support is free to all current staff and students of the Computer Laboratory


==SLA==
==SLA==
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==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the Sys-Admin team by changing or leaving the '''Queue''' as '''sys-admin''' with the '''Owner''' set to '''Nobody''' and the '''Status''' set to '''new'''.  Tell the requestor:<br /> ''I am passing this request over to a Sys-Admin who, I'm sure, will be in contact shortly.''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Queue''' to "'''UCS ???'''" with the '''Owner''' set to '''Nobody'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''
 
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the ??? by changing the '''Owner''' to '''???'''".  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''


* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated by emailing [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] and setting the '''Status''' to '''@3rdparty'''.  Tell the requestor:<br /> ''I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.''
* [http://helpdesk.csx.cam.ac.uk/ RT] tickets can be escalated to the experts by changing the '''Queue''' to '''backoffice''' with the '''Owner''' set to '''Nobody''' and the '''Status''' as '''new'''.  Tell the requestor:<br /> ''I am passing this request over to the experts who, I'm sure, will be in contact shortly.''


== Contacts ==
== Contacts ==


'''Primary'''
'''Primary'''
* [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] (Goes to ???)
* [mailto:sys-admin@cl.cam.ac.uk sys-admin@cl.cam.ac.uk] (Goes into RT '''sys-admin''' queue)
* [mailto:???@lists.cam.ac.uk ???@lists.cam.ac.uk] (Goes to ???)
* Tel: Not available
* Tel: ???


'''Other'''
'''Other'''
* [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname]
'''Computer Laboratory''':
* [http://www.lookup.cam.ac.uk/person/crsid/gt19 Graham Titmus]
* [http://www.lookup.cam.ac.uk/person/crsid/maj1 Martyn Johnson]
* [http://www.lookup.cam.ac.uk/person/crsid/pb22 Piete Brooks]
 
'''University Information Services''':
* [http://www.lookup.cam.ac.uk/person/crsid/mw245 Marcel ten Wolde]
* [http://www.lookup.cam.ac.uk/person/crsid/iwm21 Ian Mackey]
* [http://www.lookup.cam.ac.uk/person/crsid/lls21 Lynda Stratford]
* [http://www.lookup.cam.ac.uk/person/crsid/ads51 Adrian Stone]
* [http://www.lookup.cam.ac.uk/person/crsid/vrw10 Vince Woodley]


==Availability==
==Availability==
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* Saturday: Closed
* Saturday: Closed
* Sunday: Closed
* Sunday: Closed
==Additional CL Staff Resources==
*


==Hints, Tips & Known Issues==
==Hints, Tips & Known Issues==
'''Title''' [http://www.lookup.cam.ac.uk/person/??? Person] (Date)
===Title===
[http://www.lookup.cam.ac.uk/person/??? Person] (Date)


----
Info


==Categorising Keywords==
==Categorising Keywords==
* Sys-Admin Help Desk Helpdesk Service-Desk Service Desk
* Sys-Admin Help Desk Helpdesk Service-Desk Service Desk

Latest revision as of 13:10, 19 June 2015


This is the Sys-Admin 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

Further CL Sys-Admin Resources

Underpinning Services

  • Network, RT, Mail

Customer-base for this Service

  • All staff and students of the Computer Laboratory

Costs

  • Support is free to all current staff and students of the Computer Laboratory

SLA

  • N/A

Service Desk Call Handling Procedure

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

Contacts

Primary

Other Computer Laboratory:

University Information Services:

Availability

  • Monday: 10:00-17:00
  • Tuesday: 10:00-17:00
  • Wednesday: 10:00-17:00
  • Thursday: 10:00-17:00
  • Friday: 10:00-17:00
  • Saturday: Closed
  • Sunday: Closed

Hints, Tips & Known Issues

Title

Person (Date)

Info

Categorising Keywords

  • Sys-Admin Help Desk Helpdesk Service-Desk Service Desk
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