Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02
From version 30.1
edited by Begüm Balat
on 2023/07/14 11:53
Change comment: There is no comment for this version
To version 57.1
edited by Aysegül Omus
on 2024/01/22 22:35
Change comment: There is no comment for this version

Summary

Details

Page properties
Author
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1 -XWiki.balb
1 +XWiki.kahraman
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 [[IT Operations>>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>>https://wiki.ito.cit.tum.de]] 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>>mailto:support@ito.cit.tum.de]]
32 32  * Telephone: 089 289 18018
33 33  * Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]][[tion>>Informatik.Helpdesk.HelpdeskStandort]]
34 34  
... ... @@ -36,8 +36,6 @@
36 36  
37 37  Monday - Friday 08:00 - 18:00 Uhr.
38 38  
39 -{{id name="BlackBox"/}}
40 -
41 41  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>{{/html}}__ =
42 42  
43 43  Everything that has to do with [[BlackBoxen>>Informatik.Benutzerwiki.BlackBox]] and the filesystem.
... ... @@ -70,34 +70,34 @@
70 70  
71 71  === 1.2.5. [[Teamviewer installieren>>Informatik.Helpdesk.Teamviewer]] ===
72 72  
73 -{{id name="AccounT"/}}
71 +=== 1.2.6. [[Install Dropbox on the black box >>Informatik.Benutzerwiki.DropBoxBlackBox]] ===
74 74  
75 75  
74 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
76 76  
77 77  
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) ==
78 +== 2.1. ITO (in.tum/ma.tum/cit.tum) ==
81 81  
82 -Information on hosting and overview your RBG account.
80 +Information on hosting and overview of 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]] ===
84 +=== 2.1.2. [[Change the password of the CIT-Credentials>>Informatik.Helpdesk.Passwort]] ===
87 87  
88 -=== 2.1.3. [[Find out password of the RBG-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
86 +=== 2.1.3. [[Find out the password of the CIT-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
89 89  
90 -=== 2.1.4. [[Reset passwort of RBG-Credentials yourself / Activate the RBG Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
88 +=== 2.1.4. [[Reset the password 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]] ===
90 +=== 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 -=== 2.1.7. [[Create an own website>>Informatik.Helpdesk.EigeneHomepage]] ===
94 +=== 2.1.7. [[Create your own website>>Informatik.Helpdesk.EigeneHomepage]] ===
97 97  
98 -=== 2.1.8. [[My name has changed. Can I change my RBG-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
96 +=== 2.1.8. [[My name has changed. Can I change my CIT-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
99 99  
100 -=== 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>Informatik.Helpdesk.Accountverlaengern]] ===
98 +=== 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>CIT.ITO.Docs.Services.E-Mail.Accountverlaengern.WebHome]] ===
101 101  
102 102  === 2.1.10. [[Request of in.tum/ma.tum/cit.tum Credentials for Non-Informatics / Non-Mathematics>>Informatik.Helpdesk.Kennungbeantragen]] ===
103 103  
... ... @@ -111,33 +111,29 @@
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. ITO (in.tum/ma.tum/cit.tum) =
114 += 3.1. CIT (in.tum/ma.tum/cit.tum) =
121 121  
122 -All informations about hosting and set up of ITO mail addresses.
116 +All information about hosting and set up of ITO mail addresses.
123 123  
124 -=== 3.1.1. [[How do I set up my ITO e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===
118 +=== 3.1.1. [[How do I set up my CIT e-mail account?>>CIT.ITO.Docs.Services.E-Mail.CIT-Mail.WebHome]] ===
125 125  
126 -=== 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
120 +=== 3.1.2. [[Self-Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
127 127  
128 128  === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>Informatik.Helpdesk.MailserverAbsenderbeschraenkung]] ===
129 129  
130 -=== 3.1.4. [[How do I set up the CIT LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
124 +=== 3.1.4. [[How do I set up the CIT LDAP address book?>>CIT.ITO.Docs.Services.E-Mail.LDAP Address Book.WebHome]] ===
131 131  
132 -=== 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] ===
126 +=== 3.1.5. [[Shared folder in the CIT domain>>CIT.ITO.Docs.Services.E-Mail.SharedFolder.WebHome]] ===
133 133  
134 -=== 3.1.6. [[Shared Folder (gemeinsames Postfach)({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Informatik</span~>{{/html}})>>Informatik.Helpdesk.Sharedfolder]] ===
128 +=== 3.1.6. [[Shared Folder (gemeinsames Postfach)({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Informatik</span~>{{/html}})>>CIT.ITO.Docs.Services.E-Mail.SharedFolderIN.WebHome]] ===
135 135  
136 -=== 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] ===
130 +=== 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>CIT.ITO.Docs.Services.E-Mail.SharedFolderMA.WebHome]] ===
137 137  
138 -=== 3.1.8. [[ITO e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
132 +=== 3.1.8. [[CIT e-mail account after exmatriculation/ end of employment/ end of study>>CIT.ITO.Docs.Services.E-Mail.Accountverlaengern.WebHome]] ===
139 139  
140 -=== 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] ===
134 +=== 3.1.9.[[Save the message as a .eml file>>Informatik.Helpdesk.Emldatei]] ===
141 141  
142 142  == 3.2. TUM (LRZ) ==
143 143  
... ... @@ -151,28 +151,24 @@
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 -=== 4.1. [[General Informations about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] ===
150 +=== 4.1. [[General Information about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] ===
159 159  
160 160  === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
161 161  
162 -=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
154 +=== 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Services.Client Certificate.Apply for a group certificate .WebHome]] ===
163 163  
164 -=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
156 +=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
165 165  
166 -=== 4.5. [[Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
158 +=== 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]] ===
160 +=== 4.6. [[Set up TUM/ITO certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
169 169  
170 -=== 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
162 +=== 4.7. [[Digital signature with certificate>>CIT.ITO.Docs.Services.Client Certificate.Wie erstelle ich eine digitale Unterschrift mit Zertifikat?.WebHome]] ===
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]] ===
... ... @@ -195,7 +195,7 @@
195 195  
196 196  == 5.2. Printing for Employees (Followme/Qpilot) ==
197 197  
198 -=== 5.2.1. [[FollowMe: Driverinstallation and set up>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] ===
186 +=== 5.2.1. [[FollowMe: Driver installation and setup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] ===
199 199  
200 200  === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] ===
201 201  
... ... @@ -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.).
206 +**All information about ordering Software within the master contracts (Matlab, Microsoft, us.).**
223 223  
224 224  == 6.1. Matlab ==
225 225  
... ... @@ -233,11 +233,11 @@
233 233  
234 234  === 6.2.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
235 235  
236 -=== 6.2.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
220 +=== 6.2.2. [[Instructions for Microsoft Azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
237 237  
238 238  == 6.3. MS Campus EES (Employees) ==
239 239  
240 -=== 6.3.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
224 +=== 6.3.1. [[Instructions for MS Campus EES products (Office and Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
241 241  
242 242  === 6.3.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
243 243  
... ... @@ -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.
240 +**All information about Network connections and the Internet within the FMI Building.**
259 259  
260 260  == 7.1. Wlan ==
261 261  
... ... @@ -263,36 +263,31 @@
263 263  
264 264  === 7.1.2. [[eduVPN>>https://doku.lrz.de/display/PUBLIC/VPN+-+eduVPN+-+Installation+und+Konfiguration]] ===
265 265  
266 -=== 7.1.3. [[VPN Chair ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees only</span~>{{/html}})>>Informatik.Helpdesk.Vpn]] ===
248 +=== 7.1.3. [[VPN Chair ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees only</span~>{{/html}})>>CIT.ITO.Docs.Services.VPN.WebHome]] ===
267 267  
268 268  == 7.2.Lan ==
269 269  
270 270  === 7.2.1. [[Using LAN-Cabel in the Rechnerhalle/FMI-Study rooms>>Informatik.Helpdesk.Lan]] ===
271 271  
272 -=== 7.2.2. [[Informatics Proxy>>Informatik.Helpdesk.Network]] ===
254 +=== 7.2.2. [[Informatics Proxy>>CIT.ITO.Docs.Services.Proxy.WebHome]] ===
273 273  
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) ===
256 +=== 7.2.3. [[Request an IP Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Employees ONLY</span~>{{/html}}) >>CIT.ITO.Docs.Services.VPN.WebHome]](Contact your Struktur-DB - administrator) ===
275 275  
276 -
277 -
278 -{{id name="SonstigeS"/}}
279 -
280 -
281 281  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
282 282  
283 -=== 8.1. [[Matrix Chat>>Informatik.Helpdesk.MatrixChat.WebHome]] ===
260 +=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
284 284  
285 -=== 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
262 +=== 8.2. [[Big Blue Button>>CIT.ITO.Docs.Services.BigBlueButton.WebHome]] ===
286 286  
287 287  === 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
288 288  
289 -=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
266 +=== 8.4. [[Set Up >>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]]Network drive ===
290 290  
291 -=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
268 +=== 8.5. [[Set Up Nextcloud Calendar>>Informatik.Helpdesk.NextcloudKalender]] ===
292 292  
293 293  === 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
294 294  
295 -=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
272 +=== 8.7. [[Change the Samba-password (Access on User directory via Windows) >>Informatik.Helpdesk.AendernSambaPW]] ===
296 296  
297 297  === 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
298 298  
... ... @@ -300,9 +300,6 @@
300 300  
301 301  === 8.10. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
302 302  
303 -
304 -
305 -
306 306  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ =
307 307  
308 308  Instructions on how to fix common errors and problems.
... ... @@ -309,10 +309,8 @@
309 309  
310 310  === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
311 311  
312 -=== 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
286 +=== 9.2. [[BlackBox login screen stops session >>Informatik.Helpdesk.Probleme]] ===
313 313  
314 -
315 -
316 316  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ =
317 317  
318 318  Instructions on how to fix malware problems