If the customer is supported by CPS (coned in WiscIT or from a Department that’s supported by CPS) the Incident should go to them, regardless of whether or not it’s Pick 2/ES supported. In some cases, a contract partner customer will not have a flag. This might be indicated by the customer reporting they are a contract partner, asking for remote support, referring to a departmental computer, or asking for a contract partner supported service. If this is the case, confirm their department with the following document: List of DoIT Departmental Support Contract Customers

If the customer is not supported by CPS, proceed as follows:

Is the customer calling about a service that has a red PICK 2 banner in its respective KnowledgeBase documents? If the answer is yes, follow Option 1; if the answer is no, follow Option 2.

Option 1: Yes

1. Phone call or email
   1. Perform basic troubleshooting if possible.
   2. Gather relevant handling information and the customer's desired email contact.
   3. Send unresolved Incidents to the HD ES WiscIT queue, and an ES agent will take ownership of the incident and reach out to the customer via email. 
2. Chat
   1. Message the "Chat - Enterprise Support (no cone)” channel to see if any ES agents are available to take the chat.
   2. If no one is available, or no one responds within 5 minutes, gather relevant handling information and the customer’s desired email contact. 
   3. Send unresolved Incidents to the HD ES WiscIT queue, and an ES agent will take ownership of the incident and reach out to the customer via email.

Option 2: No

First, consult HDQA on whether the issue is ES-supported.

1. ES-supported
   
   1. Follow the directions from Option 1.
2. Not ES-supported
   1. If the issue is not ES-supported, troubleshoot and escalate to the appropriate technical team as necessary.