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Practice Exercise 2: Processing the Request

Background:

You are an IT specialist at Tech, a dynamic technology company. As part of your role, you handle various IT requests and tasks. One of your recent tasks involves installing the Nginx web server on a designated server. This task was initiated through a request ticket created by a colleague in the company's IT service management system, GLPI.
Task: Handle the Nginx Installation Request

Instructions:

Step 1: Reviewing the Request Ticket

  • Log in to the GLPI platform using the tech credentials.
  • Navigate to the "Requests" or "Tickets" section to access the open tickets.

Step 2: Ticket Details and Server Information

  • Locate the ticket titled "Nginx Web Server Installation Your_Student_Name" and open it for details.
  • Read through the ticket description and notes provided by the requester.
  • Take note of the server details, including the server's name, IP address, and any specific requirements mentioned.

Step 3: Pre-Installation Check

  • Ensure that your instance is reachable and meets the prerequisites for Nginx installation, such as the appropriate operating system.

Step 4: Remote Server Access

  • Connect to your designated instance remotely using the provided credentials.
  • Make sure you are in your user and at the home directory.

Step 5: Accessing the GitHub Repository

  • If you already cloned the github repository from the practice exercise 1 in your instance. you can skip this step. If not, execute this command: git clone https://github.com/RobssR/SMP1.git

Step 6: Prepping the Repository

  • Make a directory named “webserver” and cd to it.
  • Copy /SMP1/Acad to the webserver directory

Step 7: Exploring the Repository Contents

  • Navigate to the /Acad folder. Inside, you will find various files and scripts.
  • Look for the executable script named install.sh. This script is responsible for the installation of the Nginx web server according to the details on the ticket.

Step 8: Running the Nginx Installation Script

  • Run the executable file install.sh and wait for it to install the webserver.
  • Check the service of the webserver if the installation is successful.

Step 9: Verify Installation and Return Ticket to Requestor

  • Double check all the requirements and proceed to the next step.

Step 10: Close the Service Request

  • Using the tech account logged in the GLPI, navigate and click on your ticket.
  • Then at the left side, Go to tickets tab.
  • On the status tile, choose CLOSE.
  • Save the changes.

Step 11: Submit Request Ticket for checking

The purpose of this exercise is to train the interns in handling IT service requests effectively within the GLPI system or any IT ticketing system. It focuses on reviewing requests, ensuring server readiness, mastering remote access, using GitHub repositories, executing scripts, and verifying tasks before closing service request tickets. This training enhances their ability to manage Nginx installation requests and other IT service tasks efficiently, benefiting the company's technology operations.