From 1b371c0b5dac71e26cfeaa909cc99ad72040e982 Mon Sep 17 00:00:00 2001 From: Brendan Golden Date: Sat, 18 Jan 2025 14:20:42 +0000 Subject: [PATCH] doc: how to use topdesk as a skynet admin --- src/procedures/admin_modify.md | 2 +- src/procedures/topdesk.md | 18 ++++++++++++++++++ 2 files changed, 19 insertions(+), 1 deletion(-) create mode 100644 src/procedures/topdesk.md diff --git a/src/procedures/admin_modify.md b/src/procedures/admin_modify.md index abcda84..5d3ab5c 100644 --- a/src/procedures/admin_modify.md +++ b/src/procedures/admin_modify.md @@ -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]. diff --git a/src/procedures/topdesk.md b/src/procedures/topdesk.md new file mode 100644 index 0000000..e876f9c --- /dev/null +++ b/src/procedures/topdesk.md @@ -0,0 +1,18 @@ +# 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. +