Follow the following steps if you have determined there is an outage of a service. You will need to collect a few case numbers (or one highly credible report) as well as time stamps of approximate times the issue started to use in this report. Follow the following steps

We will use the following example: It is February 28th, and Scholarship applications are due tonight. Students must submit these applications on Scholarships@UW, a MyUW App. We have had about 4 calls and 3 emails of students reporting it takes about a minute to load, if at all, with some students saying Scholarships@UW is timing out.

1. Check the outages page to make sure there is not already a reported outage for the service.
2. Collect example cases of the issue as well as the time we began noticing the issue (as described above). Once we notice an issue, we should act promptly to report it.
3. In the Service Support Chatroom, send a message with a brief description of the issues. Remember, being prompt is key here, but we need to be formal, descriptive, and clear. Be aware that often times the SNCC copies and pastes exactly what you say to the outages page, so you should be detailed and clear.
   Here is our example message: Good evening. Beginning around 6:35pm, the Help Desk began receiving calls reporting degraded performance of the Scholarships@UW application. For some users, the page takes 1 minute to load, and for others, it gives and error stating "This Scholarships@UW session has timed out. Please contact the Help Desk". I am able to replicate this issue in my MyUW portal. Example cases are 1978888, 1978852, and 1978887. I am creating a problem.
4. Now we need to create the problem. Note: this is not the same as an outage, SNCC posts those. A problem is an internal record to track when a service outage. In WiscIT, select File >> New >> . Here is the problem I made for our example issue:
5. Note that we have filled in both descriptions, as well as classified the problem. Set the priority as 1. The priority for all outages is 1.
6. After you have completed that info, select Begin Work.
7. Now, you will need to click the US-Help Desk Internal field on the owned by field.
   
8. From the drop-down, select SNCC-Sysops.
   
9. Click OK and save the problem.
10. Send a message in Service Support that you have assigned SNCC a problem: Problem 12908 assigned to SNCC-Sysops. Let me know if you need anything else.
11. Send a message to the Help Desk Chatroom informing agents what to do if they get a call about that service:
    Hi Everyone! Scholarships@UW is experiencing degraded service - for some users, the page takes 1 minute to load, and for others, it gives and error stating "This Scholarships@UW session has timed out. Please contact the Help Desk". If you get a call on this issue, inform customers our technologists are looking into the issue, classify the case as Scholarships@UW | Submit Incident, and set the case to Pending >> Linked to Problem after linking the case to Problem 12908. Come up to HDQA if you have any questions!
12. Answer any further questions they ask in Service Support