The UW-Madison Profile application is envisioned as a single, accessible, user-friendly location for the UW-Madison community to view, assert, and manage visibility of personal information, contact information, and demographic data about themselves.

The current experience is the MVP release of this application focused on showing users what data the university about them and how it is displayed in those systems. This MVP also provides support documentation and instructions to change their information.

• Service Users: Available to all UW-Madison students, faculty, and staff with a valid NetID.
  • Emeritus staff and Retirees with IT Services retain access.
  • Not eligible: individuals no longer in an active role (e.g. alumni, former employees)
• Availability: 24/7
• Server Information: Hosted by Salesforce; https://status.salesforce.com/instances/usa650
• Unique Support Conditions:
  • The DoIT Help Desk provides support for UW-Madison Profile users who meet the following conditions: 
    • User is a UW-Madison student, faculty, staff, and/or emeritus staff or retiree (with access to IT Services)
    • and has a valid NetID and MFA-Duo
    • User is accessing profile.wisc.edu
  • Users cannot change most information about themselves inside of the current release of UW-Madison Profile; therefore, the HD can support users through existing support documentation and business processes to manage their data in other campus applications, including MyUW, HRS, SIS, etc, Zoom (pronouns), Canvas (pronouns), etc.
  • Users are able to edit their Name In Use directly in Profile instead of through MyUW.
    • Users should be directed to UW-Madison Profile for updating their Name In Use.

      • Note: Starting in July 2025, employees and affiliates with a Contingent Worker role will be asked to update their Name in Use in Workday.

    • Instructions: Select the “Personal Information” page and navigate to the “Name in Use (Preferred Name)” section. Click “Edit” to set or modify your name and “Submit” when you’re done. It may take up to 48 hours for changes to be reflected in campus systems.
    • If a user is interested in changing their last name (beyond capitalization, spacing, apostrophes, and hyphens), this cannot be done within Profile. The only way to change your last name is to complete a legal name change request (see MyUW Madison - Update Name in Use (Preferred Name)).
    • Faculty and staff may be eligible for an exception: Name in Use (Preferred Name) - Exceptions to the Last Name in Use Procedure.
  • If a user is concerned that they are not seeing eligibility for another service outside of this list, that is because it is not currently available in Profile. If they think they should have access to one of the services on this list but do not see it in profile, please collect their Campus Role information from them to further troubleshoot.
  • The complete list of eligible digital services within Profile at this time includes:
    • Box
    • Duo Multi-Factor Authentication (MFA)
    • GitLab
    • WiscVPN (Dynamic IP)
    • WiscVPN (Static IP)
    • Qualtrics
    • Kaltura Mediaspace
    • LinkedIn Learning
    • LastPass
    • Zoom

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

• UW-Madison Profile

  • General

    • Submit Incident

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:

Customer NetID: Contact Information (name, email, phone, prefered method of contact): Is the customer accessing UW-Madison Profile using a VPN? Error message and/or description of the issue: URL where the error is occurring: Date and time the customer first experienced the issue: When did the application last work as intended?: If applicable, please attach a screen shot of the error or issue.

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

Example Case:

• Customer NetID:  bbadger
• Contact Information:  Bucky Badger, bbadger@wisc.edu; 608-555-1234, contact via email or Teams chat
• Is the customer accessing the application using a VPN?: Yes, uwmadison.vpn.wisc.edu
• Error message and or description of the issue: After logging into profile.wisc.edu an error message appears: "An error has occurred during loading, please try refreshing the page."
• URL where the error is occurring: profile.wisc.edu 
• Date and time the caller first experienced the issue: 05/14/22 at noon
• When did the function/tool last work as intended?: 05/13/22 around 9pm 
• If applicable, please attach a screen shot of the error or issue. Screen shot attached.

If the user is a recent UW-Madison applicant, you will not see your identity data in Profile until you've enrolled in courses. If the user is not an applicant and does not see any identity data displayed, please escalate the case to the UW-Madison Profile Team.

If the user is reporting they cannot access the application, please verify if the Profile application is operational by logging in yourself. If the application is not down but the user cannot login, verify the user is connected to VPN, has a valid NetID and MFA-Duo. If the user cannot access these services (esp. because they are a new employee or new student), it is likely an identity or credentialing issue. Try and have the user log into the MyUW service at my.wisc.edu as well. If access is a problem in this or other apps as well, please send the case to the Identity and Access Management Team.

If the problem only exists after the user attempts to login to profile.wisc.edu, then escalate the case to the UW-Madison Profile Team. 

If it's clear the Profile application is down (ie. multiple users cannot access the app), create an Outage call under service ="UW-Madison Profile" type= "OUTAGE". 

If user(s) can login but personal and/or contact information about them will not load, please escalate the incident to the UW-Madison Profile team with the requested information above.

If there is an outage to PersonHub or Progress, the Profile application's ability to display personal information will be impacted. If Salesforce Experience Cloud an outage, the UW-Madison Profile application will be impacted. In the event of a Progress or Salesforce outage, the team will be notified and will contact the Help Desk with more information.

Note: This section outlines the full procedure as shared between the Help Desk and SNCC. If you are viewing this doc in the Help Desk KB, steps performed by SNCC Staff will be in italics; if viewing the doc from the SNCC KB, staff should see Help Desk steps in italics.

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.

The current release of UW-Madison Profile is an alternative, centralized experience to functionality that exists across various systems at UW-Madison, including MyUW (my.wisc.edu), HRS, SIS, Canvas, Zoom, Handshake, and miscellaneous KB documents. If the app is down or links are broken, please assist the user with getting the information or link to the application they need.

The UW-Madison Profile team will manage after hours outages, incidents and other issues the next business day between 7:30am and 4:30pm Central Time.