Service Desk Knowledgebase: Windows

This is the Windows 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

• Information for Windows users
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Windows - CL Sys-Admin Documentation
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• See http://www.cl.cam.ac.uk/local/sys/microsoft/

Further CL Sys-Admin Documentation

• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Software/Windows7 - Licensing Windows 7
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Software/Office2010 - Licensing Office
• http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Software/Matlab - Installing Matlab on Windows

Underpinning Services

• ??? - Any supporting or underpinning services

Customer-base for this Service

• All staff and students of the Computer Laboratory
• The admin and support staff have Windows boxes in the main

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 win-admin team by changing the Queue to "win-admin" with the Owner set to Nobody. Tell the requestor:
  I am passing this request over to our Windows Admin 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

• Graham Titmus

Availability

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

Additional CL Staff Resources

• ???

Hints, Tips & Known Issues

Enable remote login to Windows

Graham Titmus (23/01/15)

To achieve this the machine needs to be moved onto an Active Directory (AD) Organisational Unit (OU) called RDP Self Manage.

1. Using remote desktop connect to the AD controller adsrv01.ad.cl.cam.ac.uk and login with your admin ID.
   [NOTE: if your machine doesn't have network access to the CL you will need to RDP to ts01.ad.cl.cam.ac.uk and then RDP to adsrv01.ad.cl.cam.ac.uk from there using Start > All Programs > Accessories > Remote Desktop Connection]
2. Start > Administrative Tools > Active Directory Users and Computers
3. Select View and tick Advanced Features
4. Click on ad.cl.cam.ac.uk in the left panel
5. From the menu select Action then Find...
6. Set Find: Computers with In: ad.cl.cam.ac.uk
7. Set Computer name: to the name of the machine that needs remote access and click [Find Now]
8. Right-click on the machine and select Properties
9. Select the Object tab
10. You can then note which OU the computer is currently in (typically Computers (SUS CL) or AdminMachines) it needs to be moved to an RDP self manage sub-folder that is within that OU.
11. Click [Cancel]
12. Right-click on the computer and select Move...
13. In the menu that pops up expand the tree below the computer's current location and select the appropriate RDP self manage sub-folder then click [OK]
14. Close the Find Computers window with [X]
15. Close down Active Directory Users and Computers with [X]
16. Logout of the AD controller adsrv01.ad.cl.cam.ac.uk with Start > Log Off
    [NOTE: and logout of ts01.ad.cl.cam.ac.uk if appropriate]

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Categorising Keywords

• Microsoft Windows PC