Changes for page Helpdesk
Last modified by Jonas Jelten on 2025/02/04 15:02
From version 32.2
edited by Aysegül Omus
on 2023/09/19 13:56
on 2023/09/19 13:56
Change comment:
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To version 25.1
edited by Aysegül Omus
on 2023/03/23 12:52
on 2023/03/23 12:52
Change comment:
There is no comment for this version
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... ... @@ -1,10 +1,10 @@ 1 -= Welcome to the ITO-Helpdesk! =1 += Welcome to the RBG-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/]] ( 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 theITO.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. 6 6 7 -Mainly the helpdesk is responsible for problems with the hard- and software of the ITO, which includes7 +Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, 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 ITOcertificate15 -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.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. 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: [[support@ito.cit.tum.de>>support@ito.cit.tum.de]]31 +* E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@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. ITO(in.tum/ma.tum/cit.tum) ==80 +== 2.1. RBG (in.tum/ma.tum/cit.tum) == 81 81 82 -Information on hosting and overview your ITOaccount.82 +Information on hosting and overview your RBG 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 ITO-Credentials>>Informatik.Helpdesk.Passwort]] ===86 +=== 2.1.2. [[Change password of the RBG-Credentials>>Informatik.Helpdesk.Passwort]] === 87 87 88 -=== 2.1.3. [[Find out password of the ITO-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===88 +=== 2.1.3. [[Find out password of the RBG-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] === 89 89 90 -=== 2.1.4. [[Reset passwort of ITO-Credentials yourself / Activate theITOAccount>>Informatik.Helpdesk.Passwortzurücksetzen]] ===90 +=== 2.1.4. [[Reset passwort of RBG-Credentials yourself / Activate the RBG Account>>Informatik.Helpdesk.Passwortzurücksetzen]] === 91 91 92 -=== 2.1.5. [[Reset password of the ITO-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===92 +=== 2.1.5. [[Reset password of the RBG-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 ITO-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===98 +=== 2.1.8. [[My name has changed. Can I change my RBG-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 ... ... @@ -111,13 +111,17 @@ 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 + 114 114 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ = 115 115 116 -= 3.1. ITO(in.tum/ma.tum/cit.tum) =120 += 3.1. RBG (in.tum/ma.tum/cit.tum) = 117 117 118 -All informations about hosting and set up of ITOmail addresses.122 +All informations about hosting and set up of RBG mail addresses. 119 119 120 -=== 3.1.1. [[How do I set up my ITOe-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===124 +=== 3.1.1. [[How do I set up my RBG e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] === 121 121 122 122 === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] === 123 123 ... ... @@ -131,7 +131,7 @@ 131 131 132 132 === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] === 133 133 134 -=== 3.1.8. [[ ITOe-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===138 +=== 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] === 135 135 136 136 === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] === 137 137 ... ... @@ -147,6 +147,8 @@ 147 147 148 148 === 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] === 149 149 154 +{{id name="ZertifikaT"/}} 155 + 150 150 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ = 151 151 152 152 === 4.1. [[General Informations about the certificates and encryption>>https://xwiki.rbg.tum.de/bin/view/Informatik/Helpdesk/BenutzerZertifikateAllgemein]] === ... ... @@ -153,18 +153,20 @@ 153 153 154 154 === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] === 155 155 156 -=== 4.3. [[Group certificate request, download>> CIT.ITO.Docs.Guides.GruppenzertifikatBeantragen.WebHome]] ===162 +=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] === 157 157 158 -=== 4.4. [[ ITOCertificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===164 +=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] === 159 159 160 -=== 4.5. [[Export TUM/ ITOcertificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===166 +=== 4.5. [[Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] === 161 161 162 -=== 4.6. [[Set up TUM/ ITOcertificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===168 +=== 4.6. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] === 163 163 164 164 === 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] === 165 165 166 166 === 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] === 167 167 174 +{{id name="DruckeN"/}} 175 + 168 168 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ = 169 169 170 170 All Information about the Xerox Printers. ... ... @@ -171,6 +171,8 @@ 171 171 172 172 == 5. General Information about the Xerox Printers == 173 173 182 +{{id name="DruckenStudenten"/}} 183 + 174 174 == 5.1. Printing for Students == 175 175 176 176 === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] === ... ... @@ -203,9 +203,13 @@ 203 203 204 204 === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] === 205 205 216 +{{id name="SoftwareBezug"/}} 217 + 218 + 219 + 206 206 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ = 207 207 208 - **All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).**222 +All information about ordering Software within the master contracts (Matlab, Microsoft, uws.). 209 209 210 210 == 6.1. Matlab == 211 211 ... ... @@ -237,9 +237,11 @@ 237 237 238 238 === 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] === 239 239 254 +{{id name="NetzwerK"/}} 255 + 240 240 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ = 241 241 242 - **All information about Network connections and Internet within the FMI Building.**258 +All information about Network connections and Internet within the FMI Building. 243 243 244 244 == 7.1. Wlan == 245 245 ... ... @@ -257,40 +257,49 @@ 257 257 258 258 === 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) === 259 259 260 - = __{{html wiki="true"}}<spanclass='WYSIWYG_COLOR 'style='color:Navy'>8. Other</span>{{/html}}__ =276 +{{id name="SonstigeS"/}} 261 261 262 -= ==8.1.[[MatrixChat>>CIT.ITO.Docs.Services.Matrix.WebHome]]===278 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Netzlaufwerke einbinden</span>{{/html}}__ = 263 263 264 -=== 8.2. [[BigBlueButton>>Informatik.Helpdesk.BigBlueButton]] ===280 +=== 9.1. [[TUM Netzlaufwerk nas.ads.mwn.de>>Informatik.Helpdesk.TUMNetzlaufwerk.WebHome]] === 265 265 266 -=== 8.3. [[Instructions for the ITOorder form (only for employees ofthe faculties ofInformaticsand Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===282 +=== 9.2. [[CIT Netzlaufwerk >>Informatik.Helpdesk.CITNetzlaufwerk.WebHome]] === 267 267 268 -=== 8.4. [[SetUpNetworkdrive>>Informatik.Helpdesk.Netzlaufwerk(Shared Folder)]] ===284 +=== 9.3. [[RBG Netzlaufwerk >>Informatik.Helpdesk.RBGNetzlaufwerk.WebHome]] === 269 269 270 -=== 8.5. [[SetUpNextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===286 +=== 9.3. [[SIM Netzlaufwerk >>Informatik.Helpdesk.SIMNetzlaufwerk.WebHome]] === 271 271 272 -=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) === 273 273 274 -= ==8.7. [[ChangetheSamba-password(AccessonUser directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]]===289 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Other</span>{{/html}}__ = 275 275 276 -=== 8.8. [[Sieverules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===291 +=== 9.1. [[Matrix Chat>>Informatik.Helpdesk.MatrixChat.WebHome]] === 277 277 278 -=== 8.9. [[TimeMachine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===293 +=== 9.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] === 279 279 280 -=== 8.10. [[LinuxBorgBackup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===295 +=== 9.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] === 281 281 297 +=== 9.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] === 298 + 299 +=== 9.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] === 300 + 301 +=== 9.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] === 302 + 303 +=== 9.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] === 304 + 305 + 282 282 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ = 283 283 284 284 Instructions on how to fix common errors and problems. 285 285 286 -=== 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===310 +=== 10.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] === 287 287 288 -=== 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===312 +=== 10.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] === 289 289 314 + 290 290 = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ = 291 291 292 292 Instructions on how to fix malware problems 293 293 294 -=== 1 0.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===319 +=== 11.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] === 295 295 296 -=== 1 0.2. [[Windows Updates>>Informatik.Helpdesk.LrzWSUSUpdate]] ===321 +=== 11.2. [[Windows Updates>>Informatik.Helpdesk.LrzWSUSUpdate]] ===