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doc: how to use topdesk as a skynet admin

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src/procedures/admin_modify.md
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@ -56,7 +56,7 @@ It is provided by ITD.
1. Add an entry to the bottom of [``ITD/VPN_Admins.csv``][VPN_Admins.csv]
2. Add an entry to [``ITD/VPN_Admins_changes.csv``][VPN_Admins_changes.csv] with ``Pending`` for teh Action.
3. Open up a TopDesk request with ITD to add the new Admin (TODO: TopDesk procedure)
3. Open up a [TopDesk request with ITD](./topdesk.md) to add the new Admin.
4. Add the ticket reference to [``ITD/VPN_Admins_changes.csv``][VPN_Admins_changes.csv]
5. When complete mark the entry ``Added`` on [``ITD/VPN_Admins_changes.csv``][VPN_Admins_changes.csv].

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src/procedures/topdesk.md Normal file
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# Topdesk Tickets
UL and ITD uses TopDesk to allow students to submit support tickets to ITD.
In our case we mostly use it to open and close ports.
ITD also uses it to contact us about any security issues.
Because we have to keep records, and because Skynet is not a student we cannot use TopDesk teh normal way.
1. Ensure that you have set up your email aliasing for ``skynet_topdesk[at symbol]skynet.ie``. (TODO: email aliasing)
2. Login to your Skynet email account and enable the ``skynet_topdesk[at symbol]skynet.ie`` profile.
3. Set ``[Skynet]`` to be the first part of the Subject, the remainder can be about teh contents of teh ticket.
4. Set the to address to be``ITD.ServiceDesk[at symbol]ul.ie``.
Check yer inbox often enough after that, they normally respond within 24hrs and may have some questions.
Sometimes they also use it in case their security software captures any issues.
Additionally if they attach any images/files to the ticket also request that they send it to ``skynet_topdesk[at symbol]skynet.ie``.
Because we cannot view the ticket on TopDesk these dont get loaded for us.