E-mail is a wonderful communication tool,
In an office with only a few users, you can probably get away with using your personal mailbox to send and receive support e-
Support messages will not be
Multiple people can check the mailbox and share administrative responsibility without needing to read each other’s personal e-mail.
Support e-mail is easily redirected to another person’s mailbox when you go on vacation. Your personal e-mail continues to go to your personal mailbox.
One easy solution is to simply create a support e-mail alias that redirects messages to an actual mailbox or list of mailboxes. For example, suppose you want to create a support alias that
# Technical support mailing list support: joe, mary, bob
After saving the file, you need to run the
command to recompile the
file into a database format. Now your users can send e-mail to the support e- mail address, and the message is automatically routed to everyone on the list. When a member of the list responds to that message, he or she should use the Reply To All option so that the other support staff members also see the message. Otherwise, multiple people may attempt to solve the same problem, resulting in
You may also choose to create a support user account. The technical support staff would log in to this account to check messages and send replies. In this manner, all replies are stamped with the support login
One common (if not the most common) problem that your users will encounter is the inability to log in because:
They have the Caps Lock key on.
They have forgotten the password.
The password has
If the Caps Lock key is not on, then you probably need to reset the user’s password. You can't look up the password because Linux stores passwords in an encrypted format. Instead, use the
command to assign a new password to the user’s account. Give the user the new password (preferably in person), but then set the password to expire soon so that he or she must choose one (hopefully, one that is more easily
If you must reset a user’s password, do so with the passwd command. While logged in as root, type passwd followed by the login name you are resetting. You are prompted to enter the password twice. For example, to change the password for mary , type:
# passwd mary
After resetting the password, set it to expire so that the user is forced to change it the
# chage -M 30 -d 0 mary
Administrators who support multiple users might want to consider some