Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02
From version 39.1
edited by Nico Greger
on 2023/11/23 14:02
Change comment: Renamed back-links.
To version 22.1
edited by Begüm Balat
on 2023/03/21 17:15
Change comment: There is no comment for this version

Summary

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1 -XWiki.gregern
1 +XWiki.balb
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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 [[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.
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>>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.
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>>mailto: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  
... ... @@ -36,6 +36,8 @@
36 36  
37 37  Monday - Friday 08:00 - 18:00 Uhr.
38 38  
39 +{{id name="BlackBox"/}}
40 +
39 39  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>1.Blackbox / Files</span>{{/html}}__ =
40 40  
41 41  Everything that has to do with [[BlackBoxen>>Informatik.Benutzerwiki.BlackBox]] and the filesystem.
... ... @@ -68,32 +68,32 @@
68 68  
69 69  === 1.2.5. [[Teamviewer installieren>>Informatik.Helpdesk.Teamviewer]] ===
70 70  
71 -=== 1.2.6. [[Install Dropbox on the black box >>Informatik.Benutzerwiki.DropBoxBlackBox]] ===
73 +{{id name="AccounT"/}}
72 72  
73 73  
74 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
75 75  
76 76  
78 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
77 77  
78 -== 2.1. ITO (in.tum/ma.tum/cit.tum) ==
80 +== 2.1. RBG (in.tum/ma.tum/cit.tum) ==
79 79  
80 -Information on hosting and overview your ITO account.
82 +Information on hosting and overview your RBG account.
81 81  
82 82  === 2.1.1. [[Account Information (Student/Coworker/Guest)>>Informatik.Helpdesk.Account]] ===
83 83  
84 -=== 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]] ===
85 85  
86 -=== 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]] ===
87 87  
88 -=== 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]] ===
89 89  
90 -=== 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]] ===
91 91  
92 92  === 2.1.6. [[Change access rights for your home directory>>Informatik.Helpdesk.Zugriffsrechte]] ===
93 93  
94 94  === 2.1.7. [[Create an own website>>Informatik.Helpdesk.EigeneHomepage]] ===
95 95  
96 -=== 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]] ===
97 97  
98 98  === 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>Informatik.Helpdesk.Accountverlaengern]] ===
99 99  
... ... @@ -109,13 +109,17 @@
109 109  
110 110  === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] ===
111 111  
114 +{{id name="EmaiL"/}}
115 +
116 +
117 +
112 112  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ =
113 113  
114 -= 3.1. ITO (in.tum/ma.tum/cit.tum) =
120 += 3.1. RBG (in.tum/ma.tum/cit.tum) =
115 115  
116 -All informations about hosting and set up of ITO mail addresses.
122 +All informations about hosting and set up of RBG mail addresses.
117 117  
118 -=== 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]] ===
119 119  
120 120  === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
121 121  
... ... @@ -129,7 +129,7 @@
129 129  
130 130  === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] ===
131 131  
132 -=== 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]] ===
133 133  
134 134  === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] ===
135 135  
... ... @@ -139,11 +139,11 @@
139 139  
140 140  === 3.2.2. [[TUM Exchange>>Informatik.Helpdesk.TumExchange]] ===
141 141  
142 -=== 3.2.3. [[TUM Address book>>Informatik.Helpdesk.AddressBook]] ===
148 +=== 3.2.3. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
143 143  
144 -=== 3.2.4. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
150 +=== 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
145 145  
146 -=== 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
152 +{{id name="ZertifikaT"/}}
147 147  
148 148  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
149 149  
... ... @@ -151,18 +151,20 @@
151 151  
152 152  === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
153 153  
154 -=== 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Guides.GruppenzertifikatBeantragen.WebHome]] ===
160 +=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
155 155  
156 -=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
162 +=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
157 157  
158 -=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
164 +=== 4.5. [[Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
159 159  
160 -=== 4.6. [[Set up TUM/ITO certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
166 +=== 4.6. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
161 161  
162 162  === 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
163 163  
164 164  === 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
165 165  
172 +{{id name="DruckeN"/}}
173 +
166 166  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ =
167 167  
168 168  All Information about the Xerox Printers.
... ... @@ -169,6 +169,8 @@
169 169  
170 170  == 5. General Information about the Xerox Printers ==
171 171  
180 +{{id name="DruckenStudenten"/}}
181 +
172 172  == 5.1. Printing for Students ==
173 173  
174 174  === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] ===
... ... @@ -201,9 +201,13 @@
201 201  
202 202  === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] ===
203 203  
214 +{{id name="SoftwareBezug"/}}
215 +
216 +
217 +
204 204  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ =
205 205  
206 -**All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).**
220 +All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).
207 207  
208 208  == 6.1. Matlab ==
209 209  
... ... @@ -235,9 +235,11 @@
235 235  
236 236  === 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
237 237  
252 +{{id name="NetzwerK"/}}
253 +
238 238  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ =
239 239  
240 -**All information about Network connections and Internet within the FMI Building.**
256 +All information about Network connections and Internet within the FMI Building.
241 241  
242 242  == 7.1. Wlan ==
243 243  
... ... @@ -251,34 +251,31 @@
251 251  
252 252  === 7.2.1. [[Using LAN-Cabel in the Rechnerhalle/FMI-Study rooms>>Informatik.Helpdesk.Lan]] ===
253 253  
254 -=== 7.2.2. [[Informatics Proxy>>CIT.ITO.Docs.Services.Proxy.WebHome]] ===
270 +=== 7.2.2. [[Informatics Proxy>>Informatik.Helpdesk.Network]] ===
255 255  
256 256  === 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) ===
257 257  
274 +{{id name="SonstigeS"/}}
275 +
258 258  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
259 259  
260 -=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
278 +=== 8.1. [[Matrix Chat>>Informatik.Helpdesk.MatrixChat.WebHome]] ===
261 261  
262 262  === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
263 263  
264 -=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
282 +=== 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
265 265  
266 -=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
284 +=== 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
267 267  
268 -=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
286 +=== 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
269 269  
270 -=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
288 +=== 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
271 271  
272 -=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
290 +=== 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
273 273  
274 -=== 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
275 275  
276 -=== 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
293 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ =
277 277  
278 -=== 8.10. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
279 -
280 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Frequently asked questions</span>{{/html}}__ =
281 -
282 282  Instructions on how to fix common errors and problems.
283 283  
284 284  === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
... ... @@ -285,8 +285,9 @@
285 285  
286 286  === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
287 287  
288 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ =
289 289  
302 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ =
303 +
290 290  Instructions on how to fix malware problems
291 291  
292 292  === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===