Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02
From version 33.1
edited by Aysegül Omus
on 2023/09/19 13:56
Change comment: There is no comment for this version
To version 9.1
edited by Aysegül Omus
on 2023/03/07 14:59
Change comment: There is no comment for this version

Summary

Details

Page properties
Content
... ... @@ -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 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 [[xwiki.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  
... ... @@ -21,7 +21,6 @@
21 21  * viruses
22 22  * hardware damage
23 23  * data transfer
24 -
25 25  on private systems.
26 26  
27 27  Questions regarding central IT-Services like TUMOnline are the responsibility of the [[IT-Support>>https://www.it.tum.de/it-support/]].
... ... @@ -28,9 +28,9 @@
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]]
30 +* E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de
32 32  * Telephone: 089 289 18018
33 -* Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]][[tion>>Informatik.Helpdesk.HelpdeskStandort]]
32 +* Our [[Location>>Informatik.Helpdesk.HelpdeskStandort]]
34 34  
35 35  == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span>{{/html}} ==
36 36  
... ... @@ -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) ==
79 +== 2.1. RBG (in.tum/ma.tum/cit.tum) ==
81 81  
82 -Information on hosting and overview your ITO account.
81 +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]] ===
85 +=== 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]] ===
87 +=== 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]] ===
89 +=== 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]] ===
91 +=== 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]] ===
97 +=== 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  
... ... @@ -111,19 +111,23 @@
111 111  
112 112  === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] ===
113 113  
113 +{{id name="EmaiL"/}}
114 +
115 +
116 +
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) =
119 += 3.1. RBG (in.tum/ma.tum/cit.tum) =
117 117  
118 -All informations about hosting and set up of ITO mail addresses.
121 +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]] ===
123 +=== 3.1.1. [[How do i set up my RBG e-mail account?>>Informatik.Helpdesk.IntumMatumEmail]] ===
121 121  
122 122  === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
123 123  
124 124  === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>Informatik.Helpdesk.MailserverAbsenderbeschraenkung]] ===
125 125  
126 -=== 3.1.4. [[How do I set up the CIT LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
129 +=== 3.1.4. [[How do I set up the LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
127 127  
128 128  === 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] ===
129 129  
... ... @@ -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]] ===
137 +=== 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  
... ... @@ -141,11 +141,11 @@
141 141  
142 142  === 3.2.2. [[TUM Exchange>>Informatik.Helpdesk.TumExchange]] ===
143 143  
144 -=== 3.2.3. [[TUM Address book>>Informatik.Helpdesk.AddressBook]] ===
147 +=== 3.2.3. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
145 145  
146 -=== 3.2.4. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
149 +=== 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
147 147  
148 -=== 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
151 +{{id name="ZertifikaT"/}}
149 149  
150 150  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
151 151  
... ... @@ -153,18 +153,22 @@
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]] ===
159 +=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
157 157  
158 -=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
161 +=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
159 159  
160 -=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
163 +=== 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]] ===
165 +=== 4.6. [[Set up Ldap server on your own Computer>>Informatik.Helpdesk.LdapZertifikate]] ===
163 163  
164 -=== 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
167 +=== 4.7. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
165 165  
166 -=== 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
169 +=== 4.8. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
167 167  
171 +=== 4.9. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
172 +
173 +{{id name="DruckeN"/}}
174 +
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  
181 +{{id name="DruckenStudenten"/}}
182 +
174 174  == 5.1. Printing for Students ==
175 175  
176 176  === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] ===
... ... @@ -185,14 +185,12 @@
185 185  
186 186  == 5.2. Printing for Employees (Followme/Qpilot) ==
187 187  
188 -=== 5.2.1. [[FollowMe: Driverinstallation and set up>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] ===
197 +=== 5.2.1. [[FollowMe: Driverinstallation and set up>>Informatik.Helpdesk.Followmeeinrichten]] ===
189 189  
190 190  === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] ===
191 191  
192 192  === 5.2.3. [[Xerox-Printer Card registration>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
193 193  
194 -=== 5.2.3. [[Xerox-Drucker Kartenregistrierung>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
195 -
196 196  === 5.2.4. [[Collect your prints from Xerox Work Centre 7835 >>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerDruckAbholen]] ===
197 197  
198 198  === 5.2.5. [[Copy with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] ===
... ... @@ -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  
213 +{{id name="SoftwareBezug"/}}
214 +
215 +
216 +
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.).**
219 +All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).
209 209  
210 210  == 6.1. Matlab ==
211 211  
... ... @@ -215,31 +215,38 @@
215 215  
216 216  === 6.1.3. [[Installing Matlab (Guests)>>Informatik.Helpdesk.MatlabInstallierenGast]] ===
217 217  
218 -== 6.2. Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
229 +== 6.2. Studisoft (www.studisoft.de) ==
219 219  
220 -=== 6.2.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
231 +=== 6.2.1. [[Rights overview (Office Professional (Office 365)/Microsoft Imagine/Think-cell/Ms Campus>>Informatik.Helpdesk.Studisoft]] ===
221 221  
222 -=== 6.2.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
233 +=== 6.2.2. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
223 223  
224 -== 6.3. MS Campus EES (Employees) ==
235 +== 6.3. Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
225 225  
226 -=== 6.3.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
237 +=== 6.3.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
227 227  
228 -=== 6.3.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
239 +=== 6.3.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
229 229  
230 -=== 6.3.3. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
241 +== 6.4. MS Campus EES (Employees) ==
231 231  
232 -== 6.4. Other software products ==
243 +=== 6.4.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
233 233  
234 -=== 6.4.1. [[Adobe Pro>>Informatik.Helpdesk.AdobePro]] ===
245 +=== 6.4.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
235 235  
236 -=== 6.4.2. [[Origin>>Informatik.Helpdesk.Origin]] ===
237 237  
238 -=== 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
248 +== 6.5. Other software products ==
239 239  
250 +=== 6.5.1. [[Adobe Pro>>Informatik.Helpdesk.AdobePro]] ===
251 +
252 +=== 6.5.2. [[Origin>>Informatik.Helpdesk.Origin]] ===
253 +
254 +=== 6.5.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
255 +
256 +{{id name="NetzwerK"/}}
257 +
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.**
260 +All information about Network connections and Internet within the FMI Building.
243 243  
244 244  == 7.1. Wlan ==
245 245  
... ... @@ -257,30 +257,27 @@
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  
278 +{{id name="SonstigeS"/}}
279 +
260 260  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
261 261  
262 -=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
282 +=== 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] ===
263 263  
264 264  === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
265 265  
266 -=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
286 +=== 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
267 267  
268 -=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
288 +=== 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
269 269  
270 -=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
290 +=== 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
271 271  
272 -=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
292 +=== 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
273 273  
274 -=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
294 +=== 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
275 275  
276 -=== 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
277 277  
278 -=== 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
297 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ =
279 279  
280 -=== 8.10. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
281 -
282 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ =
283 -
284 284  Instructions on how to fix common errors and problems.
285 285  
286 286  === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
... ... @@ -287,8 +287,9 @@
287 287  
288 288  === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
289 289  
290 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ =
291 291  
306 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ =
307 +
292 292  Instructions on how to fix malware problems
293 293  
294 294  === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===