Changes for page Helpdesk

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

From 8.1 to 9.1 From 35.2 to 36.1

From version 9.1

edited by Aysegül Omus
on 2023/03/07 14:59

Change comment: There is no comment for this version

To version 35.2

edited by Aysegül Omus
on 2023/09/19 14:00

Change comment: There is no comment for this version

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@@ -1,10 +1,10 @@
--= Welcome to the RBG-Helpdesk! =
++= Welcome to the ITO-Helpdesk! =
  == {{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'>What kind of assistance do we offer?</span>{{/html}} ==
--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.
++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.
--Mainly the helpdesk is responsible for problems with the hard- and software of the RBG, which includes
++Mainly the helpdesk is responsible for problems with the hard- and software of the ITO, 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 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.
++* 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.
  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.
@@ -21,6 +21,7 @@
  * viruses
  * hardware damage
  * data transfer
++
  on private systems.
  Questions regarding central IT-Services like TUMOnline are the responsibility of the [[IT-Support>>https://www.it.tum.de/it-support/]].
@@ -27,16 +27,14 @@
  == {{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'>Contact</span>{{/html}} ==
--* E-Mail: rbg@in.tum.de/rbg@ma.tum.de/rbg@cit.tum.de
++* E-Mail: [[support@ito.cit.tum.de>>mailto:support@ito.cit.tum.de]]
  * Telephone: 089 289 18018
--* Our [[Location>>Informatik.Helpdesk.HelpdeskStandort]]
++* Our [[Loca>>Informatik.Helpdesk.HelpdeskStandort]][[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.
@@ -69,32 +69,27 @@
  === 1.2.5. [[Teamviewer installieren>>Informatik.Helpdesk.Teamviewer]] ===
--{{id name="AccounT"/}}
--
--
--
--
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>2. Account</span>{{/html}}__ =
--== 2.1. RBG (in.tum/ma.tum/cit.tum) ==
++== 2.1. ITO (in.tum/ma.tum/cit.tum) ==
--Information on hosting and overview your RBG account.
++Information on hosting and overview your ITO account.
  === 2.1.1. [[Account Information (Student/Coworker/Guest)>>Informatik.Helpdesk.Account]] ===
--=== 2.1.2. [[Change password of the RBG-Credentials>>Informatik.Helpdesk.Passwort]] ===
++=== 2.1.2. [[Change password of the ITO-Credentials>>Informatik.Helpdesk.Passwort]] ===
--=== 2.1.3. [[Find out password of the RBG-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
++=== 2.1.3. [[Find out password of the ITO-Credentials>>Informatik.Helpdesk.Passwortnachlesen]] ===
--=== 2.1.4. [[Reset passwort of RBG-Credentials yourself / Activate the RBG Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
++=== 2.1.4. [[Reset passwort of ITO-Credentials yourself / Activate the ITO Account>>Informatik.Helpdesk.Passwortzurücksetzen]] ===
--=== 2.1.5. [[Reset password of the RBG-Credentials>>Informatik.Helpdesk.Passwortaenderung]] ===
++=== 2.1.5. [[Reset password of the ITO-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 RBG-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
++=== 2.1.8. [[My name has changed. Can I change my ITO-Credentials?>>Informatik.Helpdesk.NamensAenderung]] ===
  === 2.1.9. [[Account after Exmatrikulation / End of Service/ End of Study>>Informatik.Helpdesk.Accountverlaengern]] ===
@@ -110,23 +110,19 @@
  === 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. RBG (in.tum/ma.tum/cit.tum) =
++= 3.1. ITO (in.tum/ma.tum/cit.tum) =
--All informations about hosting and set up of RBG mail addresses.
++All informations about hosting and set up of ITO mail addresses.
--=== 3.1.1. [[How do i set up my RBG e-mail account?>>Informatik.Helpdesk.IntumMatumEmail]] ===
++=== 3.1.1. [[How do I set up my ITO e-mail account?>>Informatik.Helpdesk.CittumEmail.WebHome]] ===
  === 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 LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
++=== 3.1.4. [[How do I set up the CIT LDAP address book?>>Informatik.Helpdesk.Citldap]] ===
  === 3.1.5. [[Shared folder in the CIT domain>>Informatik.Helpdesk.CitSharedFolder]] ===
@@ -134,7 +134,7 @@
  === 3.1.7. [[Function Address ({{html wiki="true"}}<span class='WYSIWYG_COLOR                                                    ' style='color:Navy'~>Mathematik</span~>{{/html}})>>Informatik.Helpdesk.Funktionsadresse]] ===
--=== 3.1.8. [[RBG e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Accountverlaengern]] ===
++=== 3.1.8. [[ITO 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]] ===
@@ -144,11 +144,11 @@
  === 3.2.2. [[TUM Exchange>>Informatik.Helpdesk.TumExchange]] ===
--=== 3.2.3. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
++=== 3.2.3. [[TUM Address book>>Informatik.Helpdesk.AddressBook]] ===
--=== 3.2.4. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
++=== 3.2.4. [[TUM e-mail account after exmatriculation/ end of employment/ end of study>>Informatik.Helpdesk.Mailaccount]] ===
--{{id name="ZertifikaT"/}}
++=== 3.2.5. [[Shared Mailbox at the TUM>>Informatik.Helpdesk.Sharedmailbox]] ===
  = __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>4. Certificates</span>{{/html}}__ =
@@ -156,22 +156,18 @@
  === 4.2. [[Certificate request, download>>Informatik.Helpdesk.BenutzerZertifikate]] ===
--=== 4.3. [[Group certificate request, download>>Informatik.Helpdesk.GruppenzertifikatBeantragen]] ===
++=== 4.3. [[Group certificate request, download>>CIT.ITO.Docs.Guides.GruppenzertifikatBeantragen.WebHome]] ===
--=== 4.4. [[RBG Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
++=== 4.4. [[ITO Certificate set up, extend>>Informatik.Helpdesk.BenutzerZertifikateInstallieren]] ===
--=== 4.5. [[ Export TUM/RBG certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
++=== 4.5. [[Export TUM/ITO certificate>>Informatik.Helpdesk.ZertifikatExportieren]] ===
--=== 4.6. [[Set up Ldap server on your own Computer>>Informatik.Helpdesk.LdapZertifikate]] ===
++=== 4.6. [[Set up TUM/ITO certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
--=== 4.7. [[Set up TUM/RBG certificate on a mobile device>>Informatik.Helpdesk.Zertifikataufmobilemgeraeteinrichten]] ===
++=== 4.7. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
--=== 4.8. [[Digital signature with certificate>>Informatik.Helpdesk.DigitaleUnterschrift]] ===
++=== 4.8. [[Validation of digital signature>>Informatik.Helpdesk.DigitaleUnterschriftValidieren]] ===
--=== 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.
@@ -178,8 +178,6 @@
  == 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]] ===
@@ -194,12 +194,14 @@
  == 5.2. Printing for Employees (Followme/Qpilot) ==
--=== 5.2.1. [[FollowMe: Driverinstallation and set up>>Informatik.Helpdesk.Followmeeinrichten]] ===
++=== 5.2.1. [[FollowMe: Driverinstallation and set up>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/XeroxDrucker/]] ===
  === 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]] ===
@@ -210,13 +210,9 @@
  === 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 ==
@@ -226,38 +226,31 @@
  === 6.1.3. [[Installing Matlab (Guests)>>Informatik.Helpdesk.MatlabInstallierenGast]] ===
--== 6.2. Studisoft (www.studisoft.de) ==
++== 6.2.  Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
--=== 6.2.1. [[Rights overview (Office Professional (Office 365)/Microsoft Imagine/Think-cell/Ms Campus>>Informatik.Helpdesk.Studisoft]] ===
++=== 6.2.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
--=== 6.2.2. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
++=== 6.2.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
--== 6.3.  Microsoft Azure Dev Tools for Teaching (Students / Employees) ==
++== 6.3. MS Campus EES (Employees) ==
--=== 6.3.1. [['Microsoft Azure Dev Tools for Teaching' replaces Microsoft Imagine>>Informatik.Helpdesk.Microsoftimagine]] ===
++=== 6.3.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
--=== 6.3.2. [[Instructions for microsoft azure portal products>>Informatik.Helpdesk.AnleitungfuerMicrosoftAzure]] ===
++=== 6.3.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
--== 6.4. MS Campus EES (Employees) ==
++=== 6.3.3. [[Iso Files / Burn images on DVD>>Informatik.Helpdesk.Isobrennen]] ===
--=== 6.4.1. [[Instructions for MS Campus EES products (Office und Windows) >>Informatik.Helpdesk.AnleitungfuerMsCampus]] ===
++== 6.4. Other software products ==
--=== 6.4.2. [[Activate Telnet with Windows 7 and Windows 10>>Informatik.Helpdesk.TelnetAktivieren]] ===
++=== 6.4.1. [[Adobe Pro>>Informatik.Helpdesk.AdobePro]] ===
++=== 6.4.2. [[Origin>>Informatik.Helpdesk.Origin]] ===
--== 6.5. Other software products ==
++=== 6.4.3. [[Thinkcell>>Informatik.Helpdesk.Thinkcell]] ===
--=== 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 ==
@@ -275,27 +275,30 @@
  === 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. [[Set up Matrix Chat>>Informatik.Helpdesk.Matrixchat]] ===
++=== 8.1. [[Matrix Chat>>CIT.ITO.Docs.Services.Matrix.WebHome]] ===
  === 8.2. [[Big Blue Button>>Informatik.Helpdesk.BigBlueButton]] ===
--=== 8.3. [[Instructions for the RBG order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
++=== 8.3. [[Instructions for the ITO order form (only for employees of the faculties of Informatics and Mathematics)>>Informatik.Helpdesk.AnleitungFuerBestellformular]] ===
--=== 8.4. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
++=== 8.4. [[Set Up Networkdrive>>Informatik.Helpdesk.Netzlaufwerk (Shared Folder)]] ===
--=== 8.5. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
++=== 8.5. [[Set Up Nextcloud Calender>>Informatik.Helpdesk.NextcloudKalender]] ===
--=== 8.6. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
++=== 8.6. [[The New Award Note (VGV>>Informatik.Helpdesk.VGV]]) ===
--=== 8.7. [[Linux Borg Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/BorgBackup]] ===
++=== 8.7. [[Change the Samba-password (Access on User directory via Wiondows) >>Informatik.Helpdesk.AendernSambaPW]] ===
++=== 8.8. [[Sieve rules for the e-mail-filtering>>Informatik.Helpdesk.IntumEmailFilterregeln]] ===
--= __{{html wiki="true"}}<span class='WYSIWYG_COLOR ' style='color:Navy'>9. Frequently asked questions</span>{{/html}}__ =
++=== 8.9. [[Time Machine Backup>>https://xwiki.rbg.tum.de/bin/view/Informatik/Benutzerwiki/TimeMachineBackup]] ===
++=== 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]] ===
@@ -302,9 +302,8 @@
  === 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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