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
Change comment: There is no comment for this version
To version 25.1
edited by Aysegül Omus
on 2023/03/23 12:52
Change comment: There is no comment for this version

Summary

Details

Page properties
Content
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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 the ITO.
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 includes
7 +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 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.
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 ITO account.
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 the ITO Account>>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 ITO mail 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 ITO e-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. [[ITO e-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. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
164 +=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
159 159  
160 -=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
166 +=== 4.5. [[Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
161 161  
162 -=== 4.6. [[Set up TUM/ITO certificate 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"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
276 +{{id name="SonstigeS"/}}
261 261  
262 -=== 8.1. [[Matrix Chat>>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. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
280 +=== 9.1. [[TUM Netzlaufwerk nas.ads.mwn.de>>Informatik.Helpdesk.TUMNetzlaufwerk.WebHome]] ===
265 265  
266 -=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
282 +=== 9.2. [[CIT Netzlaufwerk >>Informatik.Helpdesk.CITNetzlaufwerk.WebHome]] ===
267 267  
268 -=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
284 +=== 9.3. [[RBG Netzlaufwerk >>Informatik.Helpdesk.RBGNetzlaufwerk.WebHome]] ===
269 269  
270 -=== 8.5. [[Set Up Nextcloud 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. [[Change the Samba-password (Access on User 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. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
291 +=== 9.1. [[Matrix Chat>>Informatik.Helpdesk.MatrixChat.WebHome]] ===
277 277  
278 -=== 8.9. [[Time Machine 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. [[Linux Borg Backup>>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 -=== 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===
319 +=== 11.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===
295 295  
296 -=== 10.2. [[Windows Updates>>Informatik.Helpdesk.LrzWSUSUpdate]] ===
321 +=== 11.2. [[Windows Updates>>Informatik.Helpdesk.LrzWSUSUpdate]] ===