• Service Users: UW students, faculty and staff.

• Availability: 24/7

• Server Information: Unknown

• Unique Support Conditions: Designated local technical support staff listed in WiscNic should contact the NOC directly after diagnosing a local network problem if they are unable to resolve it.

  All calls reporting a possible network problem should be diagnosed using the troubleshooting guidelines in Wired Network - Troubleshooting. Individuals on a collaborative or delegated network should be referred to their local support once the agent has determined that no campus backbone problem exists. Agents should look up the technical contact in WiscNic for the caller and create a call to document the referral. If local technical contact is unavailable, forward call to NOC.

  Some LANs use network based services like Novell Netware for file sharing or printer services. These services are supported locally or under contract with DoIT Departmental Support and not as part of the campus network.

  SNCC supports the campus network 24 hours a day, seven days a week.

  Questions related to the use of UPS equipment for support of 21st Century Network electronics will be forwarded to the DoIT Help Desk at (608)264-HELP (4357) or help@doit.wisc.edu.

  HSLC handles data jack activation for HSLC users. See SMPH (Shared Services IT) Handling Information.

  Firewall requests for DoIT Staff should go directly to DoIT Departmental Support using the form: https://forms.gle/E9rZeMG5qiAvoMLm8

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

• Network Access
  
  
  • Campus Network
    • AANTS - AANTS Issues
    • Bandwidth Threshold Alarm
    • CPU Threshold Alarm
    • DHCP Threshold Alarm
    • Firewall/Content ID
    • Firewall/Install
    • Firewall/Problem
    • Firewall/Rules
    • Load Balancing
    • Port Error Threshold Alarm
    • Request/Data Jack/Activation - Data Jack (not phone) needs to be connected to a switch port.
    • Request/Data Jack/Installation - New data jack installations (not phone).
    • Request/DHCP - DHCP entries for adds/changes/deletions
    • Request/DNS/Network Services
    • Request/DNS/Hostmaster - Campus DNS entries for adds/changes/deletions
    • Request/Equipment Installation
    • Request/Hardware - Network equipment request
    • Request/IP Allocation - IP adds/changes/deletions - VLAN requests
    • Request/New Installation (wired/wireless) - New network installations (wired and wireless)
    • Temperature Threshold Alarm
    • UPS
    • Video
    • VPN
    • Wired Network Issue
    • Wireless
    • Wireless Device Registration
    • Wiscnic

    The following subcategories are for internal use by Network Services ONLY. These should not be set by the Help Desk.

    • CMSREPORT (Internal)
    • Request/DNS/Network Services - For network services internal use
    • Monitoring (INTERNAL)

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  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:

  For Campus Network gather:

  • Contact name:
  • Contact phone number:
  • Location having problem (building, room number, key required):
  • Jack number (if available):
  • When problem was first noticed and last time this worked:
  • Number of people affected:
  • IP address of computer, router, and/or subnet:
  • MAC Address:
  • Is the IP pingable and/or traceable:
  • Is the NOC reporting any problems:
  • Any current outages that could be also affecting user:
  • Method of accessing network if not Ethernet:

  For Wireless gather:

  • Wireless IP Address:
  • Does the computer see any available wireless networks/SSIDs?:
  • Machine type (desktop, laptop, tablet, phone), OS & model:
  • Applicable error messages:
  • Any recent changes to machine (install, uninstall, upgrades, and/or adding/removing devices):
  • Building Name:
  • Building room number; if in an open space/no room number, ask for the closest building landmark:
  • MAC Address (MUST be wifi adapter/"wireless lan adapter" [Windows]):
  • Time of occurrence:
  • Single or multiple occurrence(s):

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

  ---

  Example Case Campus Network:

  • Contact name: Bucky Badger
  • Contact phone number: (608) 555-5555
  • Location having problem (building, room number, key required): 1210 W. Dayton Rm. 3139
  • Jack number (if available): D0001
  • When problem was first noticed and last time this worked: Yesterday at 8AM
  • Number of people affected: 200
  • IP address of computer, router, and/or subnet: 203.0.113.254
  • MAC Address: 11:F3:8A:55:DB:07
  • Is the IP pingable and/or traceable: No
  • Is the NOC reporting any problems: No
  • Any current outages that could be also affecting user: None
  • Method of accessing network if not Ethernet: N/A, access via Ethernet

If you need to make voice contact with someone from Field Services, use the information detailed below, NOT the IPK (Field Services-Data) group list since many members are often out in the field and unavailable.

• Primary Contact: Field services dispatch desk, 262-7474
• Secondary Contact: Field Services Manager

For WiscIT team mappings, see Service to Group Mappings for Network Services

If you need to email NOC2/OP Eng regarding a case currently in the OpEng queue, use this email address Op Eng staff and copy Patti Havlicek, patti.havlicek@wisc.edu.

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.