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June 06, 2011
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Owner:
Desktop-Admin
Help Track is
used for general SCS Troublecalls.
If you need to reach the SCS Windows
Infrastructure Group,
select 'Windows Support'
-> 'SLAC Group Help'
-> SLAC Group 'Servers and Hosts'
General Help & Trouble Calls For Desktop Computer Users
For Windows and Linux desktop troublecalls:
| First contact your local
administrator. Many local administrators are reachable by submitting a web troublecall ('urgent' calls will send a page, 'non-urgent' calls will send an e-mail.) |
If
you cannot find your local administrator
|
For local administrators:
In addition to the above,
- you can pay per phone call for Microsoft
Premium Support (800)
936-4900
(contact desktop-admin@slac.stanford.edu if you wish to arrange this through SCS)
- to share and solicit information, subscribe to the mail list ntadmin-l. This is an e-mail list of about 60 people.
Hours of support:
Normal service hours are Monday-Friday 9am-5pm.
Off-hour emergency service can be gotten by dialing the SCS
Help Line (650 926-4357), and asking for critical page of the on-call
staff. Please read the
guidelines
on off-hour service.
Request Forms (see Help for troublecalls)
|
Vendor
Service Request Hardware Repairs and Upgrades |
|
Install Request
for Windows workstation Note: Submit this request together with your local administrator. |
| Software Bulk
Purchase Request Purchase software at discount prices |
| NTFS Restore
Request Restore of NT file/directory from backup |
| NT
Access Control Lists NT Global Group: Create, delete and change membership of global group. Network Directory: Create directory, delete directory, change permissions of directory. |
|
Web
Space Request Requests for Web Space on SCS maintained IIS servers.
|
|
Help Track General SCS Troublecalls.
|
| ***************************************************** |
|
Account Request Computer account request form (SLAC NT account, Exchange account, UNIX account, etc.) |
| Citrix ICA
Account Request For access to SLAC Windows Terminal Server farm, you must already have a SLAC NT account. |
|
PPTP
Account Request For remote access via VPN/PPTP. |
|
IP and Node Name Request |
| Printer Queue Request a printer queue or bootp service |
|
Property
Control Transfer |
| [Additional UNIX
Requests, Network
Requests] |
Other Useful Information
- SCS Trouble Call Help Model outlines the reasons for the model.
- Scope and Priorities for Desktop Support outlines guidelines for normal services offered by local administrators.