The Contract Partner Support (CPS) Help Desk is the primary support for all contracted partners that utilize the departmental tech support services offered by Departmental Tech Support. When the CPS Help Desk is closed, but General Help Desk is open, contract partner calls will be routed for after hours handing. This document describes the process and handling for General Help Desk agents to handle after hours calls for contract partners.

• Service Users: The service is available to contracted partners identified in WiscIT with a cone 

• Availability: When CPS Help Desk is closed, but General Help Desk is open

• Server Information: N/A

• Unique Support Conditions:

  • If a Contract Partner is contacting us about an issue that the General Help Desk can help with (ex. NetID password reset) or the question is about a personal computer, treat the case as a normal HD case.
  • For all other issues on a departmental computer that require CPS or DS help, create a case, collect handling, and escalate using the Assign to EAST one-step.
  • Provide the customer with an incident number, Contract Partner business hours (Monday - Friday, 7am - 6pm), and the Contract Partner phone number (608-265-6900). (DoIT Departmental Tech Support - Contract Partner Support Options)
• Emergency after-hours tech assistance for Contract Partners
  • Ask the customer if the issue is causing a critical work stoppage that cannot wait until the next business day.
  • If yes, Contract Partners will fall into two categories with different handling instructions
    • Former AIMS (identified with a blue AIMS link under the cone): contact the on-call technician here: AIMS On-call Schedule
    • All other contract partners that aren’t former AIMS: contact the on-call technician here: GDS On Call Schedule
    • See Help Desk - Handling Flagged Customers in WiscIT for further visuals of the cones
  • Note: If no one answers the on-call number, please leave a voicemail, and someone will get back to you as soon as possible.

Flowchart for After Hours

For former AIMS contract partners (denoted with an AIMS link under the cone):

• If they are contacting about an issue that HD can help with (ex. NetID password reset) or the question is about a personal computer, treat the case as a normal HD case.
• Ask the customer if the issue is causing a critical work stoppage that cannot wait until the next business day. If yes, contact the on-call technician here: AIMS On-call Schedule
  • Let them know a case came in, name and phone number of the customer, a brief description of the problem, and the case number. Let the customer know that a technician will contact them within an hour.
• For all other issues on a departmental computer that require CPS or DS help, create a case, collect handling, and escalate using the Assign to EAST one-step.
• Provide the customer with an incident number, Contract Partner Business Hours (Monday - Friday, 7am - 6pm), and the Contract Partner phone number (608-265-6900).
• Note: If no one answers the on-call number, please leave a voicemail, and someone will get back to you as soon as possible.

For legacy DS contract partners:

• If they are contacting about an issue that HD can help with (ex. NetID password reset) or the question is about a personal computer, treat the case as a normal HD case.
• Ask the customer if the issue is causing a critical work stoppage that cannot wait until the next business day.  If yes, contact the on-call technician here: GDS On Call Schedule - Google Sheets
  • Let them know a case came in, name and phone number of the customer, a brief description of the problem, and the case number. Let the customer know that a technician will contact them within an hour.
• For all other issues on a departmental computer that require CPS or DS help, create a case, collect handling, and escalate using the Assign to EAST one-step.
• Provide the customer with an incident number, Contract Partner Business Hours (Monday - Friday, 7am - 6pm), and the Contract Partner phone number (608-265-6900).
• Note: If no one answers the on-call number, please leave a voicemail, and someone will get back to you as soon as possible.

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

• DoIT Departmental Support

  • Service Inquiry

    • Unclassified

For ALL incidents, gather the following minimum required information:

Clear, detailed description of the issue

Complete customer contact information including phone number

Is the issue urgent or can it wait until HDL2 is open

Expectation given to the customer

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

Clear, detailed description of the problem: Complete customer contact information: Is the issue urgent?:

For contract partners that are not formerly AIMS supported, use your best judgment to determine if a case requires emergency help. An example might be: A department head looking to send out a crucial email that is time sensitive to a large number of people but it is not working. 

If you are unsure what to do, reach out to HD leadership via a group teams message (Hannah Pringle, Jeff Wiltzius, Jade Schill, Mike Crawford) or call using contact information in NOVA. They will provide you with additional guidance.

Note: This section outlines the full procedure asshared 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.

How meta