Note: DoIT has partnered with Universal Recycling Technologies (URT) of Janesville, to recycle old computer equipment.

For details, see Help Desk - Personal Computer Recycling Program FAQ.

• Service Users: UW Madison faculty, staff and students
• Parts accepted for recycle: DoIT will accept computers, monitors, CD drives, hard drives, and computer components from any manufacturer, except products contaminated or suspected of being contaminated with chemicals, biological agents, or other substances not integral to the original new equipment or otherwise associated with normal office or household environments.
• Parts NOT accepted for recycle: DoIT will not accept hazardous waste or batteries that are not an integral part of the system being recycled, UPS systems, CRTs that have been removed from their cases, or CRTs that are cracked or broken.
• Unique Support Conditions:

  Ask if the item is personal or departmental.

  • If departmental, customer needs to talk with their IT staff, as this equipment needs to go through SWAP.
  • If personal, proceed with this document: Help Desk - Personal Equipment Recycling (Handling).

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

• Help Desk Support

  • Recycling

    • Computer
    • Printer
    • Other

Inform the customer that once the device is handed over, it cannot be retrieved.

1. Stress that data is irretrievable and that customer may want to backup and/or delete any data on hard drives before turning in.

2. Write the WiscIT incident number on a green sticker for each major item and place the sticker(s) on the items.

3. If the customer would like a receipt, print out a copy of the WiscIT incident. You can now set the incident status to resolved. (NOTE: Incidents opened with the personal recycling one-steps are already resolved.)

4. Take the equipment to the recycling shelf between Repair and the Tech Store Team Lead Office. There will be a sign indicating the Recycling Dropoff Area.

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:

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

Example Case:

• List all items that the customer is turning in: HP Printer, Dell Desktop Tower

None.

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.