Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02

From 11.1 to 10.1 From 38.1 to 37.1

From version 37.1

edited by Aysegül Omus
on 2023/10/23 12:52

Change comment: There is no comment for this version

To version 11.1

edited by Xhulia Jasimi
on 2023/03/09 11:33

Change comment: There is no comment for this version

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@@ -1,1 +1,1 @@
--XWiki.kahraman
++XWiki.jax

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@@ -1,10 +1,10 @@
--= Welcome to the ITO-Helpdesk! =
++= Welcome to the RBG-Helpdesk! =
  == {{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'>What kind of assistance do we offer?</span>{{/html}} ==
--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.
++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.
--Mainly the helpdesk is responsible for problems with the hard- and software of the ITO, which includes
++Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, which includes
  * the workspaces in the Rechnerhalle
  * the workspaces in the offices
@@ -11,8 +11,8 @@
  * the Xerox-Printers
  * WLAN-problems within the Uni-Network
  * VPN-Connection to the TUM
--* set up of the ITO certificate
--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.
++* set up of the RBG certificate
++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.
  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.
@@ -28,14 +28,16 @@
  == {{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'>Contact</span>{{/html}} ==
--* E-Mail: [[support@ito.cit.tum.de>>mailto:support@ito.cit.tum.de]]
++* E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de
  * Telephone: 089 289 18018
--* Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]][[tion>>Informatik.Helpdesk.HelpdeskStandort]]
++* Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]]o[[tion>>Informatik.Helpdesk.HelpdeskStandort]]
  == {{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'>Opening hours</span>{{/html}} ==
  Monday - Friday  08:00 - 18:00 Uhr.
++{{id name="BlackBox"/}}
++
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>{{/html}}__ =
  Everything that has to do with [[BlackBoxen>>Informatik.Benutzerwiki.BlackBox]] and the filesystem.
@@ -68,30 +68,32 @@
  === 1.2.5. [[Teamviewer installieren>>Informatik.Helpdesk.Teamviewer]] ===
--= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
++{{id name="AccounT"/}}
--=== 1.2.6. [[Install Dropbox on the black box >>Informatik.Benutzerwiki.DropBoxBlackBox]] ===
--== 2.1. ITO (in.tum/ma.tum/cit.tum) ==
--Information on hosting and overview your ITO account.
++= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
++== 2.1. RBG (in.tum/ma.tum/cit.tum) ==
++
++Information on hosting and overview your RBG account.
++
  === 2.1.1. [[Account Information (Student/Coworker/Guest)>>Informatik.Helpdesk.Account]] ===
--=== 2.1.2. [[Change password of the ITO-Credentials>>Informatik.Helpdesk.Passwort]] ===
++=== 2.1.2. [[Change password of the RBG-Credentials>>Informatik.Helpdesk.Passwort]] ===
--=== 2.1.3. [[Find out password of the ITO-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
++=== 2.1.3. [[Find out password of the RBG-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
--=== 2.1.4. [[Reset passwort of ITO-Credentials yourself / Activate the ITO Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
++=== 2.1.4. [[Reset passwort of RBG-Credentials yourself / Activate the RBG Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
--=== 2.1.5. [[Reset password of the ITO-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
++=== 2.1.5. [[Reset password of the RBG-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
  === 2.1.6. [[Change access rights for your home directory>>Informatik.Helpdesk.Zugriffsrechte]] ===
  === 2.1.7. [[Create an own website>>Informatik.Helpdesk.EigeneHomepage]] ===
--=== 2.1.8. [[My name has changed. Can I change my ITO-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
++=== 2.1.8. [[My name has changed. Can I change my RBG-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
  === 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>Informatik.Helpdesk.Accountverlaengern]] ===
@@ -107,19 +107,23 @@
  === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] ===
++{{id name="EmaiL"/}}
++
++
++
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ =
--= 3.1. ITO (in.tum/ma.tum/cit.tum) =
++= 3.1. RBG (in.tum/ma.tum/cit.tum) =
--All informations about hosting and set up of ITO mail addresses.
++All informations about hosting and set up of RBG mail addresses.
--=== 3.1.1. [[How do I set up my ITO e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===
++=== 3.1.1. [[How do i set up my RBG e-mail account?>>Informatik.Helpdesk.IntumMatumEmail]] ===
  === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
  === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>Informatik.Helpdesk.MailserverAbsenderbeschraenkung]] ===
--=== 3.1.4. [[How do I set up the CIT LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
++=== 3.1.4. [[How do I set up the LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
  === 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] ===
@@ -127,7 +127,7 @@
  === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] ===
--=== 3.1.8. [[ITO e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
++=== 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
  === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] ===
@@ -137,11 +137,11 @@
  === 3.2.2. [[TUM Exchange>>Informatik.Helpdesk.TumExchange]] ===
--=== 3.2.3. [[TUM Address book>>Informatik.Helpdesk.AddressBook]] ===
++=== 3.2.3. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
--=== 3.2.4. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
++=== 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
--=== 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
++{{id name="ZertifikaT"/}}
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
@@ -149,18 +149,22 @@
  === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
--=== 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Guides.GruppenzertifikatBeantragen.WebHome]] ===
++=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
--=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
++=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
--=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
++=== 4.5. [[ Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
--=== 4.6. [[Set up TUM/ITO certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
++=== 4.6. [[Set up Ldap server on your own Computer>>Informatik.Helpdesk.LdapZertifikate]] ===
--=== 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
++=== 4.7. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
--=== 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
++=== 4.8. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
++=== 4.9. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
++
++{{id name="DruckeN"/}}
++
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ =
  All Information about the Xerox Printers.
@@ -167,6 +167,8 @@
  == 5. General Information about the Xerox Printers ==
++{{id name="DruckenStudenten"/}}
++
  == 5.1. Printing for Students ==
  === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] ===
@@ -181,14 +181,12 @@
  == 5.2. Printing for Employees (Followme/Qpilot) ==
--=== 5.2.1. [[FollowMe: Driverinstallation and set up>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] ===
++=== 5.2.1. [[FollowMe: Driverinstallation and set up>>Informatik.Helpdesk.Followmeeinrichten]] ===
  === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] ===
  === 5.2.3. [[Xerox-Printer Card registration>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
--=== 5.2.3. [[Xerox-Drucker Kartenregistrierung>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
--
  === 5.2.4. [[Collect your prints from Xerox Work Centre 7835 >>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerDruckAbholen]] ===
  === 5.2.5. [[Copy with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] ===
@@ -199,9 +199,13 @@
  === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] ===
++{{id name="SoftwareBezug"/}}
++
++
++
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ =
--**All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).**
++All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).
  == 6.1. Matlab ==
@@ -211,31 +211,38 @@
  === 6.1.3. [[Installing Matlab (Guests)>>Informatik.Helpdesk.MatlabInstallierenGast]] ===
--== 6.2.  Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
++== 6.2. Studisoft (www.studisoft.de) ==
--=== 6.2.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
++=== 6.2.1. [[Rights overview (Office Professional (Office 365)/Microsoft Imagine/Think-cell/Ms Campus>>Informatik.Helpdesk.Studisoft]] ===
--=== 6.2.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
++=== 6.2.2. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
--== 6.3. MS Campus EES (Employees) ==
++== 6.3.  Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
--=== 6.3.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
++=== 6.3.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
--=== 6.3.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
++=== 6.3.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
--=== 6.3.3. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
++== 6.4. MS Campus EES (Employees) ==
--== 6.4. Other software products ==
++=== 6.4.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
--=== 6.4.1. [[Adobe Pro>>Informatik.Helpdesk.AdobePro]] ===
++=== 6.4.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
--=== 6.4.2. [[Origin>>Informatik.Helpdesk.Origin]] ===
--=== 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
++== 6.5. Other software products ==
++=== 6.5.1. [[Adobe Pro>>Informatik.Helpdesk.AdobePro]] ===
++
++=== 6.5.2. [[Origin>>Informatik.Helpdesk.Origin]] ===
++
++=== 6.5.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
++
++{{id name="NetzwerK"/}}
++
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ =
--**All information about Network connections and Internet within the FMI Building.**
++All information about Network connections and Internet within the FMI Building.
  == 7.1. Wlan ==
@@ -253,30 +253,27 @@
  === 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) ===
++{{id name="SonstigeS"/}}
++
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
--=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
++=== 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] ===
  === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
--=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
++=== 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
--=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
++=== 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
--=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
++=== 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
--=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
++=== 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
--=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
++=== 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
--=== 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
--=== 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
++= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ =
--=== 8.10. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
--
--= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ =
--
  Instructions on how to fix common errors and problems.
  === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
@@ -283,8 +283,9 @@
  === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
--= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ =
++= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ =
++
  Instructions on how to fix malware problems
  === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===

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