Changes for page Helpdesk

Last modified by Jonas Jelten on 2025/02/04 15:02
From version 4.1
edited by Aysegül Omus
on 2023/03/03 11:19
Change comment: There is no comment for this version
To version 32.2
edited by Aysegül Omus
on 2023/09/19 13:56
Change comment: There is no comment for this version

Summary

Details

Page properties
Content
... ... @@ -1,10 +1,10 @@
1 -= Welcome to the RBG-Helpdesk! =
1 += Welcome to the ITO-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/]] (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.
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.
6 6  
7 -Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, which includes
7 +Mainly the helpdesk is responsible for problems with the hard- and software of the ITO, 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 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.
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.
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  
... ... @@ -21,6 +21,7 @@
21 21  * viruses
22 22  * hardware damage
23 23  * data transfer
24 +
24 24  on private systems.
25 25  
26 26  Questions regarding central IT-Services like TUMOnline are the responsibility of the [[IT-Support>>https://www.it.tum.de/it-support/]].
... ... @@ -27,9 +27,9 @@
27 27  
28 28  == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Contact</span>{{/html}} ==
29 29  
30 -* E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de
31 +* E-Mail: [[support@ito.cit.tum.de>>support@ito.cit.tum.de]]
31 31  * Telephone: 089 289 18018
32 -* Our [[Location>>Informatik.Helpdesk.HelpdeskStandort]]
33 +* Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]][[tion>>Informatik.Helpdesk.HelpdeskStandort]]
33 33  
34 34  == {{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>Opening hours</span>{{/html}} ==
35 35  
... ... @@ -76,25 +76,25 @@
76 76  
77 77  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
78 78  
79 -== 2.1. RBG (in.tum/ma.tum/cit.tum) ==
80 +== 2.1. ITO (in.tum/ma.tum/cit.tum) ==
80 80  
81 -Information on hosting and overview your RBG account.
82 +Information on hosting and overview your ITO account.
82 82  
83 83  === 2.1.1. [[Account Information (Student/Coworker/Guest)>>Informatik.Helpdesk.Account]] ===
84 84  
85 -=== 2.1.2. [[Change password of the RBG-Credentials>>Informatik.Helpdesk.Passwort]] ===
86 +=== 2.1.2. [[Change password of the ITO-Credentials>>Informatik.Helpdesk.Passwort]] ===
86 86  
87 -=== 2.1.3. [[Find out password of the RBG-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
88 +=== 2.1.3. [[Find out password of the ITO-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
88 88  
89 -=== 2.1.4. [[Reset passwort of RBG-Credentials yourself / Activate the RBG Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
90 +=== 2.1.4. [[Reset passwort of ITO-Credentials yourself / Activate the ITO Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
90 90  
91 -=== 2.1.5. [[Reset password of the RBG-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
92 +=== 2.1.5. [[Reset password of the ITO-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
92 92  
93 93  === 2.1.6. [[Change access rights for your home directory>>Informatik.Helpdesk.Zugriffsrechte]] ===
94 94  
95 95  === 2.1.7. [[Create an own website>>Informatik.Helpdesk.EigeneHomepage]] ===
96 96  
97 -=== 2.1.8. [[My name has changed. Can i change my RBG-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
98 +=== 2.1.8. [[My name has changed. Can I change my ITO-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
98 98  
99 99  === 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>Informatik.Helpdesk.Accountverlaengern]] ===
100 100  
... ... @@ -110,23 +110,19 @@
110 110  
111 111  === 2.2.4. [[TUM account after Exmatriculation/ End of Employment/ End of Study>>Informatik.Helpdesk.Mailaccount]] ===
112 112  
113 -{{id name="EmaiL"/}}
114 -
115 -
116 -
117 117  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>3. E-Mail</span>{{/html}}__ =
118 118  
119 -= 3.1. RBG (in.tum/ma.tum/cit.tum) =
116 += 3.1. ITO (in.tum/ma.tum/cit.tum) =
120 120  
121 -All informations about hosting and set up of RBG mail addresses.
118 +All informations about hosting and set up of ITO mail addresses.
122 122  
123 -=== 3.1.1. [[How do i set up my RBG e-mail account?>>Informatik.Helpdesk.IntumMatumEmail]] ===
120 +=== 3.1.1. [[How do I set up my ITO e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===
124 124  
125 125  === 3.1.2. [[Self Service Portal: Forwarding, Vacation Message, other e-mail settings>>Informatik.Helpdesk.IntumMatumEmailWeiterleitungAbwesenheitsnotiz]] ===
126 126  
127 127  === 3.1.3. [[Change of mail server settings due to mail server sender restrictions>>Informatik.Helpdesk.MailserverAbsenderbeschraenkung]] ===
128 128  
129 -=== 3.1.4. [[How do I set up the LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
126 +=== 3.1.4. [[How do I set up the CIT LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
130 130  
131 131  === 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] ===
132 132  
... ... @@ -134,7 +134,7 @@
134 134  
135 135  === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] ===
136 136  
137 -=== 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
134 +=== 3.1.8. [[ITO e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
138 138  
139 139  === 3.1.9.[[Save the message as an .eml file>>Informatik.Helpdesk.Emldatei]] ===
140 140  
... ... @@ -144,11 +144,11 @@
144 144  
145 145  === 3.2.2. [[TUM Exchange>>Informatik.Helpdesk.TumExchange]] ===
146 146  
147 -=== 3.2.3. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
144 +=== 3.2.3. [[TUM Address book>>Informatik.Helpdesk.AddressBook]] ===
148 148  
149 -=== 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
146 +=== 3.2.4. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
150 150  
151 -{{id name="ZertifikaT"/}}
148 +=== 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
152 152  
153 153  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
154 154  
... ... @@ -156,22 +156,18 @@
156 156  
157 157  === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
158 158  
159 -=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
156 +=== 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Guides.GruppenzertifikatBeantragen.WebHome]] ===
160 160  
161 -=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
158 +=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
162 162  
163 -=== 4.5. [[ Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
160 +=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
164 164  
165 -=== 4.6. [[Set up Ldap server on your own Computer>>Informatik.Helpdesk.LdapZertifikate]] ===
162 +=== 4.6. [[Set up TUM/ITO certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
166 166  
167 -=== 4.7. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
164 +=== 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
168 168  
169 -=== 4.8. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
166 +=== 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
170 170  
171 -=== 4.9. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
172 -
173 -{{id name="DruckeN"/}}
174 -
175 175  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>5. Printing</span>{{/html}}__ =
176 176  
177 177  All Information about the Xerox Printers.
... ... @@ -178,8 +178,6 @@
178 178  
179 179  == 5. General Information about the Xerox Printers ==
180 180  
181 -{{id name="DruckenStudenten"/}}
182 -
183 183  == 5.1. Printing for Students ==
184 184  
185 185  === 5.1.1. [[Printing in the Rechnerhalle with FollowMe>>Informatik.Helpdesk.Druckenrechnerhalle]] ===
... ... @@ -192,14 +192,16 @@
192 192  
193 193  {{id name="DruckenMitarbeiter"/}}
194 194  
195 -== 5.2. Printing for Employees (Followme/Ucentral/Directprint) ==
186 +== 5.2. Printing for Employees (Followme/Qpilot) ==
196 196  
197 -=== 5.2.1. [[FollowMe: Driverinstallation and set up>>Informatik.Helpdesk.Followmeeinrichten]] ===
188 +=== 5.2.1. [[FollowMe: Driverinstallation and set up>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] ===
198 198  
199 199  === 5.2.2. [[Print from the web on Qpilot>>Informatik.Helpdesk.Druckenucentral]] ===
200 200  
201 201  === 5.2.3. [[Xerox-Printer Card registration>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
202 202  
194 +=== 5.2.3. [[Xerox-Drucker Kartenregistrierung>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKarteEinrichten]] ===
195 +
203 203  === 5.2.4. [[Collect your prints from Xerox Work Centre 7835 >>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerDruckAbholen]] ===
204 204  
205 205  === 5.2.5. [[Copy with XEROX Work Centre 7835>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDruckerKopieren]] ===
... ... @@ -210,52 +210,43 @@
210 210  
211 211  === 5.2.8. [[Xerox - Printer locations>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker#Aufstellorte]] ===
212 212  
213 -{{id name="SoftwareBezug"/}}
214 -
215 -
216 -
217 217  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>6. Ordering Software</span>{{/html}}__ =
218 218  
219 -All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).
208 +**All information about ordering Software within the master contracts (Matlab, Microsoft, uws.).**
220 220  
221 221  == 6.1. Matlab ==
222 222  
223 -=== 6.1.1. [[Matlab Rights overview>>Informatik.Helpdesk.MatlabBerechtigung]] ===
212 +=== 6.1.1. [[Matlab rights overview>>Informatik.Helpdesk.MatlabBerechtigung]] ===
224 224  
225 -=== 6.1.2. [[Ordering Matlab, License etc. (Students/Employees)>>Informatik.Helpdesk.MatlabInstallieren]] ===
214 +=== 6.1.2. [[Installing Matlab (Students/Employees)>>Informatik.Helpdesk.MatlabInstallieren]] ===
226 226  
227 -=== 6.1.3. [[Ordering Matlab, License etc.(Guests) >>Informatik.Helpdesk.MatlabInstallierenGast]] ===
216 +=== 6.1.3. [[Installing Matlab (Guests)>>Informatik.Helpdesk.MatlabInstallierenGast]] ===
228 228  
229 -== 6.2. Studisoft (www.studisoft.de) ==
218 +== 6.2. Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
230 230  
231 -=== 6.2.1. [[Rights overview (Office Professional (Office 365)/Microsoft Imagine/Think-cell/Ms Campus>>Informatik.Helpdesk.Studisoft]] ===
220 +=== 6.2.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
232 232  
233 -=== 6.2.2. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
222 +=== 6.2.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
234 234  
235 -== 6.3. Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
224 +== 6.3. MS Campus EES (Employees) ==
236 236  
237 -=== 6.3.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
226 +=== 6.3.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
238 238  
239 -=== 6.3.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
228 +=== 6.3.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
240 240  
241 -== 6.4. MS Campus EES (Employees) ==
230 +=== 6.3.3. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
242 242  
243 -=== 6.4.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
232 +== 6.4. Other software products ==
244 244  
245 -=== 6.4.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
234 +=== 6.4.1. [[Adobe Pro>>Informatik.Helpdesk.AdobePro]] ===
246 246  
236 +=== 6.4.2. [[Origin>>Informatik.Helpdesk.Origin]] ===
247 247  
248 -== 6.5. Other software products ==
238 +=== 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
249 249  
250 -=== 6.5.1. [[Origin>>Informatik.Helpdesk.Origin]] ===
251 -
252 -=== 6.5.2. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
253 -
254 -{{id name="NetzwerK"/}}
255 -
256 256  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>7. Network / Internet</span>{{/html}}__ =
257 257  
258 -All information about Network connections and Internet within the FMI Building.
242 +**All information about Network connections and Internet within the FMI Building.**
259 259  
260 260  == 7.1. Wlan ==
261 261  
... ... @@ -273,27 +273,30 @@
273 273  
274 274  === 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) ===
275 275  
276 -{{id name="SonstigeS"/}}
277 -
278 278  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>8. Other</span>{{/html}}__ =
279 279  
280 -=== 8.1. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] ===
262 +=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
281 281  
282 282  === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
283 283  
284 -=== 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
266 +=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
285 285  
286 -=== 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
268 +=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
287 287  
288 -=== 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
270 +=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
289 289  
290 -=== 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
272 +=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
291 291  
292 -=== 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
274 +=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
293 293  
276 +=== 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
294 294  
295 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ =
278 +=== 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
296 296  
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 +
297 297  Instructions on how to fix common errors and problems.
298 298  
299 299  === 9.1. [[Thunderbird/ Firefox doesn't start anymore>>Informatik.Helpdesk.Probleme]] ===
... ... @@ -300,9 +300,8 @@
300 300  
301 301  === 9.2. [[BlackBox login screen stops sesssion >>Informatik.Helpdesk.Probleme]] ===
302 302  
290 += __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>11. Security</span>{{/html}}__ =
303 303  
304 -= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>10. Security</span>{{/html}}__ =
305 -
306 306  Instructions on how to fix malware problems
307 307  
308 308  === 10.1. [[Ransomware: WannaCry>>Informatik.Helpdesk.WannaCry]] ===