Service Desk Knowledgebase: WWW: Difference between revisions

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==Key Service Description & URLs==
==Key Service Description & URLs==
* [http://www.cl.cam.ac.uk/local/web/personal.html Personal web pages] - (Stored in '''public_html''' in the user's Unix superhome '''/home/CRSid/''' on the '''Elmer''' fileserver)
* [http://www.cl.cam.ac.uk/local/web/personal.html Personal web pages] e.g. '''http://www.cl.cam.ac.uk/~<font color="red">CRSid</font>''' (Actually stored in the directory in the user's Unix superhome directory '''/auto/userfiles/<font color="red">CRSid</font>/public_html/''' on the '''[http://www.cl.cam.ac.uk/local/sys/filesystems/ Elmer]''' fileserver)
* [https://www.cl.cam.ac.uk/local/web/personal.html#dynamic Dynamic Content Personal Web Pages] e.g. '''http://www-dyn.cl.cam.ac.uk/~<font color="red">CRSid</font>''' (Actually stored in the directory in the user's Unix superhome directory '''/auto/userfiles/<font color="red">CRSid</font>/dynamic_html/public_html/''' on the '''[http://www.cl.cam.ac.uk/local/sys/filesystems/ Elmer]''' fileserver)
* [http://www.cl.cam.ac.uk/local/web/ Computer Laboratory web servers and web sites]
 
* [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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==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.''
* [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.''
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* [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 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.''


===Requests to Update Personal Webpages if Left the CL===
===Requests to update personal webpages if no longer at the CL===
(e.g. http://www.cl.cam.ac.uk/~smh22)  
(e.g. http://www.cl.cam.ac.uk/~smh22)  
# Establish that the person requesting the change has the right to do so:
# Establish that the person requesting the change has the right to do so:
#* Authroised by another UTO or Departmental Secretary.
#* Authroised by another UTO or Departmental Secretary.
#* A CO might do it if the user concerned phones and the user was recognised.
#* A CO might do it if the user concerned phones and the user was recognised.
[NOTE: discretionary accounts that would allow access are only given for people to collaborate not for this reason.]
#* ''[NOTE: discretionary accounts that would allow access are only given for people to collaborate '''not''' for this reason.]''
# Make sure Pageant.EXE is running and has your private key by double clicking on '''CL.ppk''' or similar.
# Make sure Pageant.EXE is running and has your private key by double clicking on '''CL.ppk''' or similar
# Use PuTTY and go to the CL's '''slogin-serv.cl.cam.ac.uk'''
# Use PuTTY and go to the CL's '''slogin-serv.cl.cam.ac.uk'''
# Make the PuTTY window longer.
# Make the PuTTY window longer
# Type '''kinit''' & press '''[Enter]'''
# Type '''kinit''' & press '''[Enter]'''
# Enter your CL Password for '''CRSid@AD.CL.CAM.AC.UK''' & press '''[Enter]'''
# Enter your CL Password for '''CRSid@AD.CL.CAM.AC.UK''' & press '''[Enter]'''
# '''ssh -K laira''' & press '''[Enter]'''
# '''ssh -K laira''' & press '''[Enter]'''
# Go to the user's webpage directory with cd /homes/<font color="red">CRSid</font>/public_html/
# Go to the user's webpage directory with '''cd /homes/<font color="red">CRSid</font>/public_html/'''  & press '''[Enter]'''
# Edit the index.html file with sudo vi index.html
# Edit the index.html file with '''sudo vi index.html'''  & press '''[Enter]'''
 


'''GENERAL NOTES on vi'''
'''GENERAL NOTES on vi'''
* '''/'''''string'' and '''[Enter]''' (search for the string)
* '''/'''''string'' and '''[Enter]''' (search for the string)
* ''':''' for command prompt
* ''':''' for command prompt
* ''':1''' to go to line 1
* ''':wq''' and '''[Enter]''' is write & quit
* ''':wq''' and '''[Enter]''' is write & quit
* ''':q!''' and '''[Enter]''' is quit without writing (if you mess up!)
* ''':q!''' and '''[Enter]''' is quit without writing (if you mess up!)
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* '''Ctrl+B''' to page-'''B'''ack through text
* '''Ctrl+B''' to page-'''B'''ack through text
* '''Shift+A''' to go into '''-- INSERT --''' mode at end of line
* '''Shift+A''' to go into '''-- INSERT --''' mode at end of line
* '''a''' to go into '''-- INSERT --''' mode at the cursor
* '''i''' to go into '''-- INSERT --''' mode at the cursor
* '''Shift+R''' to enter '''-- REPLACE --''' or "Overtype" mode
* '''Shift+R''' to enter '''-- REPLACE --''' or "Overtype" mode
* '''[Esc]''' escape out of '''-- INSERT --''' & '''-- REPLACE --''' mode
* '''[Esc]''' escape out of '''-- INSERT --''' & '''-- REPLACE --''' mode
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# '''[Esc]''' out of INSERT mode
# '''[Esc]''' out of INSERT mode
# ''':wq''' and '''[Enter]''' to write the file and quit vi and be returned to a '''laira:named$''' prompt.
# ''':wq''' and '''[Enter]''' to write the file and quit vi and return to a '''laira:public_html$''' prompt.
# Use '''exit''' and '''[Enter]''' to exit (and eventually close down PuTTY)
# Use '''exit''' and '''[Enter]''' to exit (and eventually close down PuTTY)
== Contacts ==
'''Primary'''
* [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] (Goes to ???)
* [mailto:???@lists.cam.ac.uk ???@lists.cam.ac.uk] (Goes to ???)
* Tel: ???
'''Other'''
* [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname]
==Availability==
* Monday:
* Tuesday:
* Wednesday:
* Thursday:
* Friday:
* Saturday: Closed
* Sunday: Closed
==Additional CL Staff Resources==
*
==Hints, Tips & Know Issues==


===Setting or changing a redirect request===
===Setting or changing a redirect request===
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8. Restart the service so the new config is active using '''cl-asuser service httpd graceful''' and '''[Enter]'''
8. Restart the service so the new config is active using '''cl-asuser service httpd graceful''' and '''[Enter]'''
===Conference websites===
We would host a conference website under www.cl.cam.ac.uk/conference with the actual conference name as the next part of the address.
One of two approaches can be taken.  Either the pages are stored on an individuals home public html directory and a redirect set up as above or the directory can be on a dynamic web server if active content is required (there are examples to copy in the cl.VH-redirects file).  A more common approach is to buy a web site for the conference and do the redirect form there
===Creating a HotCRP Conference Web Server===
See [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Servers#Creating_a_HotCRP_Conference_Web_Server Creating a HotCRP Conference Web Server]
== Contacts ==
'''Primary'''
* [mailto:???@cl.cam.ac.uk ???@cl.cam.ac.uk] (Goes to ???)
* [mailto:???@lists.cam.ac.uk ???@lists.cam.ac.uk] (Goes to ???)
* Tel: ???
'''Other'''
* [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname]
==Availability==
* Monday:
* Tuesday:
* Wednesday:
* Thursday:
* Friday:
* Saturday: Closed
* Sunday: Closed
==Additional CL Staff Resources==
*
==Hints, Tips & Know Issues==


=== Capcha popups from Google ===
=== Capcha popups from Google ===
   
   
This has been an ongoing problem for some time.  It only affects our traffic from IPV6 addresses.
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
As a workaround, '''~djsd100/4google.xml''' is a search engine definition
which, placed in ~/firefox/[profile name]/searchplugins will give
which, placed in '''~/firefox/[profile name]/searchplugins''' will give
you a "Google IPV4 search", which uses ipv4.google.com explicitly. (The
you a "Google IPV4 search", which uses '''ipv4.google.com''' explicitly. (The
profile name is usually 8 alphanumeric characters, a full stop, and the
profile name is usually 8 alphanumeric characters, a full stop, and the
name presented to you in the Firefox Profile Manager).
name presented to you in the '''Firefox Profile Manager''').


==Categorising Keywords==
==Categorising Keywords==
* WWW World-wide Web World Wide Internet Redirect Re-direct Request Personal Web Pages
* WWW World-wide Web World Wide Internet Redirect Re-direct Request Personal Web Pages

Latest revision as of 08:18, 30 September 2015


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

CL Customer Documentation

Further 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 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 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.

Requests to update personal webpages if no longer at the CL

(e.g. http://www.cl.cam.ac.uk/~smh22)

  1. Establish that the person requesting the change has the right to do so:
    • Authroised by another UTO or Departmental Secretary.
    • A CO might do it if the user concerned phones and the user was recognised.
    • [NOTE: discretionary accounts that would allow access are only given for people to collaborate not for this reason.]
  2. Make sure Pageant.EXE is running and has your private key by double clicking on CL.ppk or similar
  3. Use PuTTY and go to the CL's slogin-serv.cl.cam.ac.uk
  4. Make the PuTTY window longer
  5. Type kinit & press [Enter]
  6. Enter your CL Password for CRSid@AD.CL.CAM.AC.UK & press [Enter]
  7. ssh -K laira & press [Enter]
  8. Go to the user's webpage directory with cd /homes/CRSid/public_html/ & press [Enter]
  9. Edit the index.html file with sudo vi index.html & press [Enter]


GENERAL NOTES on vi

  • /string and [Enter] (search for the string)
  • : for command prompt
  • :1 to go to line 1
  • :wq and [Enter] is write & quit
  • :q! and [Enter] is 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
  • i to go into -- INSERT -- mode at the cursor
  • Shift+R to enter -- REPLACE -- or "Overtype" mode
  • [Esc] escape out of -- INSERT -- & -- REPLACE -- mode
  • u undo last change
  • dd deletion (if pressed twice the object is the current line)
  1. [Esc] out of INSERT mode
  2. :wq and [Enter] to write the file and quit vi and return to a laira:public_html$ prompt.
  3. Use exit and [Enter] to exit (and eventually close down PuTTY)

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. Use cd /anfs/www/admin/shared.conf and [Enter] on any Lab Managed machine

2. Check-out the cl.VH-redirects file using 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)
  • : for command prompt
  • :wq and [Enter] is write & quit
  • :q! and [Enter] is 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
  • Shift+R to enter -- REPLACE -- or "Overtype" mode
  • [Esc] escape out of -- INSERT -- & -- REPLACE -- mode
  • u undo last change
  • dd deletion (if pressed twice the object is the current line)

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 and [Enter]

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

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

Conference websites

We would host a conference website under www.cl.cam.ac.uk/conference with the actual conference name as the next part of the address.

One of two approaches can be taken. Either the pages are stored on an individuals home public html directory and a redirect set up as above or the directory can be on a dynamic web server if active content is required (there are examples to copy in the cl.VH-redirects file). A more common approach is to buy a web site for the conference and do the redirect form there

Creating a HotCRP Conference Web Server

See Creating a HotCRP Conference Web Server

Contacts

Primary

Other

Availability

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

Additional CL Staff Resources

Hints, Tips & Know Issues

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
Retrieved from "https://wiki.cam.ac.uk/wiki/cl-sys-admin/index.php?title=Service_Desk_Knowledgebase:_WWW&oldid=3095"