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].
 

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.
+