Service Desk Knowledgebase: Template: Difference between revisions

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This is the ??? 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 ??? 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]'''.


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


==Key Service Description & URLs==
==Key Service Description & URLs==
* [http://www.cam.ac.uk/cs/ ???] - ''A description of the service''
* [http://www.cl.cam.ac.uk/ ???] - ''A description of the service''
* [http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo ???] - ''CL 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''')


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* [http://www.cam.ac.uk/cs/ ???]
* [http://www.cam.ac.uk/cs/ ???]


==CL Sys-Admin Documentation==
==Further CL Sys-Admin Resources==
* N/A
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/  - ''Name of key CL Sys-Admin documentation''


==Underpinning Services==
==Underpinning Services==
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==Customer-base for this Service==
==Customer-base for this Service==
* All staff and students of the Computer Laboratory
* All [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/AllStaffStudents.aspx staff & students of the Computer Laboratory] and bona fide [https://dbwebserver.ad.cl.cam.ac.uk/Administration/Visitors/Visitors.aspx visitors]  ???


==Costs==
==Costs==
* Free to all current staff and students of the Computer Laboratory
* Free to all current [https://dbwebserver.ad.cl.cam.ac.uk/Administration/HR/AllStaffStudents.aspx staff & students of the Computer Laboratory]  ???


==SLA==
==SLA==
* [http://www.cam.ac.uk/cs/ ???] - ''Timeframes or service level agreement for fulfilling the service''
* N/A


==Service Desk Call Handling Procedure==
==Service Desk Call Handling Procedure==
''Escalation points and key contacts to be defined...''
''Escalation points and key contacts to be defined...''
* [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 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.''


* [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.''
* [https://rt.cl.cam.ac.uk 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:<br /> ''I am passing this request over to the ??? team 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.''
* [https://rt.cl.cam.ac.uk RT] tickets can be escalated to [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname] by changing the '''Owner''' to '''???'''  with the '''Status''' set to '''new'''.  Tell the requestor:<br /> ''I am passing this request over to ??? who, I'm sure, will be in contact shortly.''


== Contacts ==
== Contacts ==
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* Wednesday:  
* Wednesday:  
* Thursday:  
* Thursday:  
* Friday:
* Friday:  
* 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/CRSid Firstname Lastname] (Date)
===Info…===
 


----
Info...


==Categorising Keywords==
==Categorising Keywords==
* ''A categorization or service type''
* ''A categorization or service type''

Latest revision as of 13:14, 19 June 2015


This is the ??? 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

  • ??? - Any supporting or underpinning services

Customer-base for this Service

Costs

SLA

  • N/A

Service Desk Call Handling Procedure

Escalation points and key contacts to be defined...

  • RT tickets can be escalated 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.
  • 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

Other

Availability

  • Monday:
  • Tuesday:
  • Wednesday:
  • Thursday:
  • Friday:
  • Saturday: Closed
  • Sunday: Closed

Hints, Tips & Known Issues

Title

Firstname Lastname (Date)

Info...

Categorising Keywords

  • A categorization or service type
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