Service Desk Knowledgebase: WWW

This is the WWW 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

• Personal web pages - (Stored in public_html in the user's Unix superhome /home/CRSid/ on the Elmer fileserver)
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• ???

Further CL Sys-Admin Documentation

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/WWW - CL Sys-Admin Documentation

Underpinning Services

• ??? - Any supporting or underpinning services

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 ??? by changing the Queue to "UCS ???" with the Owner set to Nobody. Tell the requestor:
  I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.

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

• RT tickets can be escalated by emailing ???@cl.cam.ac.uk and setting the Status to @3rdparty. Tell the requestor:
  I am passing this request over to our ??? team 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

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

Hints, Tips & Know Issues

Setting or changing a redirect request

A number of sections of the site are redirected to other places, this happens for example when a member of staff moves to another institution.

1. Go to /anfs/www/admin/shared.conf on any Lab Managed machine

2. Check-out the cl.VH-redirects file with co -l cl.VH-redirects and [Enter]

3. Use vi to edit the file with vi cl.VH-redirects and [Enter] using the examples already in the file as a guide

GENERAL NOTES on vi

• /string and [Enter] (search for the string)
• : = command
• :w and [Enter] is write
• :q! and [Enter] = quit without writing (if you mess up!)
• :help and [Enter] for help
• Arrow-keys scroll around text
• Ctrl+F to page-Forward through text
• Ctrl+B to page-Back through text
• Shift+A to go into --INSERT-- mode at end of line
• a to go into --INSERT-- mode at the cursor
• [Esc] escape out of --INSERT-- mode

4. rcsdiff cl.VH-redirects and [Enter] to check what changes have actually been made

5. Use ci -u cl.VH-redirects and [Enter] to check-in and add a comment of the RT ticket number e.g. RT#94171 then [Enter] and exit with .[Enter]

6. Login to the www server using ssh www or cl-xon www

7. Install the files using cd /anfs/www/admin/shared.conf && make inst-cl.VH-redirects

8. Restart the service so the new config is active using cl-asuser service httpd graceful

Capcha popups from Google

This has been an ongoing problem for some time. It only affects our traffic from IPV6 addresses.

As a workaround, ~djsd100/4google.xml is a search engine definition which, placed in ~/firefox/[profile name]/searchplugins will give you a "Google IPV4 search", which uses ipv4.google.com explicitly. (The profile name is usually 8 alphanumeric characters, a full stop, and the name presented to you in the Firefox Profile Manager).

Categorising Keywords

• WWW World-wide Web World Wide Internet Redirect Re-direct Request Personal Web Pages