Overview

Service Users

• All users of Qualtrics must either be a student or a staff member with a valid, active appointment.
• The service is available on other UW System campuses as well, but these external users are not supported by the DoIT Help Desk or the UW Madison Qualtrics Brand Administrators.
• Users with Special Authorization (such as retirees, UW Foundation or Hospital Staff without a University Staff appointment) are not eligible for the system.
• For details, see UW-Madison Qualtrics - Service Eligibility and Requirements.

Availability

The service is available 24/7. See Qualtrics Application Status Page for posted outages.

Server Information

Qualtrics is a cloud hosted survey software service. All system infrastructure is hosted and supported by Qualtrics.

Unique Support Conditions

Qualtrics support

Qualtrics provides support for most issues, as outlined in: UW-Madison Qualtrics - Support.

Usage or functionality questions should be referred to Qualtrics Support: UW-Madison Qualtrics - Log-In to Qualtrics Support.

It is important that end-users open cases with Qualtrics when they are experiencing any issue with the service that is not already noted as a known issue on their status page. If customers aren't opening cases with Qualtrics support directly, the UW-Madison Qualtrics team has limited ability to escalate issues.

What UW-Madison Qualtrics Brand Administrators can assist with

• NetID and Log-in Issues
  • If a user is not able to login to Qualtrics, troubleshoot as normal for NetID problems.
  • You can validate if they are eligible for Qualtrics on the Wisc Account Admin Service Status page.
  • If the user is able to log in but says they cannot see any of the expected survey information, verify that they are accessing https://uwmadison.qualtrics.com.
  • The Qualtrics Survey Team only supports https://uwmadison.qualtrics.com.
• Support for Qualtrics deactivations
  • Use  Leaving the University of Wisconsin-Madison - Access to IT Services should be a resource for most questions regarding deactivation.
  • Data recovery is only possible in the first 270 days of the account deactivation process.
• Brand Administrators can directly assist with these issues. The linked documentation includes forms for users to send requests to Brand Administrators. If they have already read our documentation on Groups or Survey Transfers, make sure they fill out the request form.
  • Creating Qualtrics Groups: UW-Madison Qualtrics - Groups
  • Add/Remove members from Qualtrics groups: UW-Madison Qualtrics - Groups
  • Transferring the ownership of a survey: UW-Madison Qualtrics - Transfer ownership of your survey
  • Features available under UW-Madison Qualtrics License: UW-Madison Qualtrics - Frequently Asked Questions (FAQ) and Known Issues
• If a customer indicates that they have been referred back to DoIT, or local IT support or the UW-Madison Brand Administrators by Qualtrics, document the problem that the customer is experiencing and escalate.

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

• Surveys (Qualtrics)

  
  

  • Qualtrics Survey Hosting

    • Service-Based Deactivation - For questions or assistance pertaining to a user no longer being eligible for UW-Madison Qualtrics
    • Referred to Qualtrics (UW-Madison Qualtrics - Log-In to Qualtrics Support)
    • 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:

NetID of user: Name of the Survey (if applicable): Contact Phone number and Email Address: Survey_ID (if applicable): (See https://www.qualtrics.com/support/integrations/api-integration/finding-qualtrics-ids/#LocatingSurveyID) Confirm customer is using Qualtrics instance at http://uwmadison.qualtrics.com:

Outages and suspected outages

Check the Qualtrics Status page.

If there is already an outage posted there, let end-users know. Encourage end-users to open a case with Qualtrics if the outage is still being investigated: UW-Madison Qualtrics - Log-In to Qualtrics Support.

If there is not an outage but an HDQA agent, Help Desk agent, or a member of SNCC suspect an outage, end-users still need to report the issue directly to Qualrics: UW-Madison Qualtrics - Log-In to Qualtrics Support.

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.