Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02
From version 24.1
edited by Aysegül Omus
on 2023/03/23 12:49
Change comment: There is no comment for this version
To version 33.1
edited by Aysegül Omus
on 2023/09/19 13:56
Change comment: There is no comment for this version

Summary

Details

Page properties
Content
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1 -= Welcome to the RBG-Helpdesk! =
1 += Welcome to the ITO-Helpdesk! =
2 2  
3 3  == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>What kind of assistance do we offer?</span>{{/html}} ==
4 4  
5 -The [[Rechnerbetriebsgruppe>>https://www.in.tum.de/rbg/startseite/]] (RBG) maintaines the infrastructure of the Faculties of Computer Science and Mathematics and provides IT-Support for them. The Helpdesk is the first point of contact for questions to the RBG.
5 +The [[Rechnerbetriebsgruppe>>https://www.in.tum.de/rbg/startseite/]] (ITO) maintaines the infrastructure of the Faculties of Computer Science and Mathematics and provides IT-Support for them. The Helpdesk is the first point of contact for questions to the ITO.
6 6  
7 -Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, which includes
7 +Mainly the helpdesk is responsible for problems with the hard- and software of the ITO, which includes
8 8  
9 9  * the workspaces in the Rechnerhalle
10 10  * the workspaces in the offices
... ... @@ -11,8 +11,8 @@
11 11  * the Xerox-Printers
12 12  * WLAN-problems within the Uni-Network
13 13  * VPN-Connection to the TUM
14 -* set up of the RBG certificate
15 -Furthermore the helpdesk maintains two websites. The Wiki [[wiki.rbg.tum.de>>%SCRIPTURL{"view"}%/]] and the Knowledge Database [[kb.in.tum.de>>https://kb.in.tum.de/questions/]] which are continuously updated. Many answers for common questions can be found quickly in those articles.
14 +* set up of the ITO certificate
15 +Furthermore the helpdesk maintains two websites. The Wiki [[https:~~/~~/wiki.ito.cit.tum.de>>%SCRIPTURL{"view"}%/]] and the Knowledge Database [[kb.in.tum.de>>https://kb.in.tum.de/questions/]] which are continuously updated. Many answers for common questions can be found quickly in those articles.
16 16  
17 17  On voluntary basis, and depending on our work amount, we try to answer other questions regarding private systems, to provide a good study and work environement for students and staff.
18 18  
... ... @@ -28,7 +28,7 @@
28 28  
29 29  == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span>{{/html}} ==
30 30  
31 -* E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de
31 +* E-Mail: [[support@ito.cit.tum.de>>support@ito.cit.tum.de]]
32 32  * Telephone: 089 289 18018
33 33  * Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]][[tion>>Informatik.Helpdesk.HelpdeskStandort]]
34 34  
... ... @@ -77,25 +77,25 @@
77 77  
78 78  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
79 79  
80 -== 2.1. RBG (in.tum/ma.tum/cit.tum) ==
80 +== 2.1. ITO (in.tum/ma.tum/cit.tum) ==
81 81  
82 -Information on hosting and overview your RBG account.
82 +Information on hosting and overview your ITO account.
83 83  
84 84  === 2.1.1. [[Account Information (Student/Coworker/Guest)>>Informatik.Helpdesk.Account]] ===
85 85  
86 -=== 2.1.2. [[Change password of the RBG-Credentials>>Informatik.Helpdesk.Passwort]] ===
86 +=== 2.1.2. [[Change password of the ITO-Credentials>>Informatik.Helpdesk.Passwort]] ===
87 87  
88 -=== 2.1.3. [[Find out password of the RBG-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
88 +=== 2.1.3. [[Find out password of the ITO-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
89 89  
90 -=== 2.1.4. [[Reset passwort of RBG-Credentials yourself / Activate the RBG Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
90 +=== 2.1.4. [[Reset passwort of ITO-Credentials yourself / Activate the ITO Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
91 91  
92 -=== 2.1.5. [[Reset password of the RBG-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
92 +=== 2.1.5. [[Reset password of the ITO-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
93 93  
94 94  === 2.1.6. [[Change access rights for your home directory>>Informatik.Helpdesk.Zugriffsrechte]] ===
95 95  
96 96  === 2.1.7. [[Create an own website>>Informatik.Helpdesk.EigeneHomepage]] ===
97 97  
98 -=== 2.1.8. [[My name has changed. Can I change my RBG-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
98 +=== 2.1.8. [[My name has changed. Can I change my ITO-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
99 99  
100 100  === 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>Informatik.Helpdesk.Accountverlaengern]] ===
101 101  
... ... @@ -111,17 +111,13 @@
111 111  
112 112  === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] ===
113 113  
114 -{{id name="EmaiL"/}}
115 -
116 -
117 -
118 118  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ =
119 119  
120 -= 3.1. RBG (in.tum/ma.tum/cit.tum) =
116 += 3.1. ITO (in.tum/ma.tum/cit.tum) =
121 121  
122 -All informations about hosting and set up of RBG mail addresses.
118 +All informations about hosting and set up of ITO mail addresses.
123 123  
124 -=== 3.1.1. [[How do I set up my RBG e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===
120 +=== 3.1.1. [[How do I set up my ITO e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===
125 125  
126 126  === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
127 127  
... ... @@ -135,7 +135,7 @@
135 135  
136 136  === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] ===
137 137  
138 -=== 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
134 +=== 3.1.8. [[ITO e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
139 139  
140 140  === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] ===
141 141  
... ... @@ -151,8 +151,6 @@
151 151  
152 152  === 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
153 153  
154 -{{id name="ZertifikaT"/}}
155 -
156 156  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
157 157  
158 158  === 4.1. [[General Informations about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] ===
... ... @@ -159,20 +159,18 @@
159 159  
160 160  === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
161 161  
162 -=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
156 +=== 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Guides.GruppenzertifikatBeantragen.WebHome]] ===
163 163  
164 -=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
158 +=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
165 165  
166 -=== 4.5. [[Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
160 +=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
167 167  
168 -=== 4.6. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
162 +=== 4.6. [[Set up TUM/ITO certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
169 169  
170 170  === 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
171 171  
172 172  === 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
173 173  
174 -{{id name="DruckeN"/}}
175 -
176 176  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ =
177 177  
178 178  All Information about the Xerox Printers.
... ... @@ -179,8 +179,6 @@
179 179  
180 180  == 5. General Information about the Xerox Printers ==
181 181  
182 -{{id name="DruckenStudenten"/}}
183 -
184 184  == 5.1. Printing for Students ==
185 185  
186 186  === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] ===
... ... @@ -213,13 +213,9 @@
213 213  
214 214  === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] ===
215 215  
216 -{{id name="SoftwareBezug"/}}
217 -
218 -
219 -
220 220  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ =
221 221  
222 -All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).
208 +**All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).**
223 223  
224 224  == 6.1. Matlab ==
225 225  
... ... @@ -251,11 +251,9 @@
251 251  
252 252  === 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
253 253  
254 -{{id name="NetzwerK"/}}
255 -
256 256  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ =
257 257  
258 -All information about Network connections and Internet within the FMI Building.
242 +**All information about Network connections and Internet within the FMI Building.**
259 259  
260 260  == 7.1. Wlan ==
261 261  
... ... @@ -273,46 +273,40 @@
273 273  
274 274  === 7.2.3. [[Request an IP Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees ONLY</span~>{{/html}}) >>Informatik.Helpdesk.Vpn]](Contact your Struktur-DB - administrator) ===
275 275  
276 -{{id name="SonstigeS"/}}
260 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
277 277  
278 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Netzlaufwerke einbinden</span>{{/html}}__ =
262 +=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
279 279  
280 -=== 9.1. [[TUM Netzlaufwerk nas.ads.mwn.de>>Informatik.Helpdesk.MatrixChat.WebHome]] ===
281 -=== 9.2. [[CIT Netzlaufwerk >>Informatik.Helpdesk.MatrixChat.WebHome]] ===
282 -=== 9.3. [[RBG Netzlaufwerk >>Informatik.Helpdesk.MatrixChat.WebHome]] ===
283 -=== 9.3. [[SIM Netzlaufwerk >>Informatik.Helpdesk.MatrixChat.WebHome]] ===
264 +=== 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
284 284  
266 +=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
285 285  
286 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Other</span>{{/html}}__ =
268 +=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
287 287  
288 -=== 9.1. [[Matrix Chat>>Informatik.Helpdesk.MatrixChat.WebHome]] ===
270 +=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
289 289  
290 -=== 9.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
272 +=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
291 291  
292 -=== 9.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
274 +=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
293 293  
294 -=== 9.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
276 +=== 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
295 295  
296 -=== 9.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
278 +=== 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
297 297  
298 -=== 9.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
280 +=== 8.10. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
299 299  
300 -=== 9.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
301 -
302 -
303 303  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ =
304 304  
305 305  Instructions on how to fix common errors and problems.
306 306  
307 -=== 10.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
286 +=== 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
308 308  
309 -=== 10.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
288 +=== 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
310 310  
311 -
312 312  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ =
313 313  
314 314  Instructions on how to fix malware problems
315 315  
316 -=== 11.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===
294 +=== 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===
317 317  
318 -=== 11.2. [[Windows Updates>>Informatik.Helpdesk.LrzWSUSUpdate]] ===
296 +=== 10.2. [[Windows Updates>>Informatik.Helpdesk.LrzWSUSUpdate]] ===