• Service Users: UW-Milwaukee, UW-Extension, UW-Green Bay, UW-Eau Claire, UW-Parkside, UW-Platteville, UW-Colleges, UW-Superior, UW-Madison, Uw-Oshkosh and UW-River Falls.

• Availability: 24 x 7.

• Server Information: Application uses a three-tiered architecture, with an application server, web services server and database server. The customer connects via browser to the application server. The application is written in ASPX using Visual Studio.

• Unique Support Conditions: The application is dependent on the two systems below:

  1. The Wisconsin Federation server for initial connectivity. If Wisconsin Federation is down, no user will be able to connect to the application.
  2. The Edit Tool web service to validate coding reallocation changes. If that service is down, no user will be able to reallocate any transaction. The Edit Tool web service is also used by the Requisition Generator. This web service is supported by DoIT's Financial Applications unit in the Application Development & Integration department.
  3. For MDS, at noon on the 3rd business day of every month the previous month's purchases are moved to WISDM so they are no longer available on the Pre-Allocation Tool.

Select an appropriate service, category and subcategory from the options below.

• Help & Training

  • Referrals

    • Submit Incident - For calls regarding funding questions, refer caller to review the list of Edit Tool error messages and their meaning first. If they still need help, refer them as follows:
    • If the issue is based on invalid funding for a grant, refer the customer to contact their Dean or Division office (this is for ALL transactions regardless of their billing unit as all funding errors on a grant should be resolved by the Dean or Division office).
    • If the issue is for a DoIT transaction or invoice, refer the customer to email DoIT billing at billing@doit.wisc.edu with the information below.
    • If the issue for an MDS transaction or invoice, refer the customer to email MDS at mdscsr@bussvc.wisc.edu with the information below.

For ALL incidents, gather the following minimum required information:

✔ Clear, detailed description of the problem

✔ Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Billing Unit(Currently DoIT or MDS): Name: Email: Phone: MD number and/or parent account:

Click the text box to select all, copy with Ctrl+C.

Route all undocumented issues referencing the DoIT billing unit to billing@doit.wisc.edu. Others route using the default forwarding for the service.

In the event of a system OUTAGE, make voice contact with someone at the numbers below and then forward the call. There is no after-hours support for outages and outages for this service are NOT managed by SNCC. If an outage is reported after-hours, hold the call at HD HDI for a morning report to the groups below, then forward per above instructions.

• First contact:

  • MDS Customer Service - (608) 497-4400 (select option 1)

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

None.