eduroam Handling Information
UW Madison has joined eduroam (education roaming), the secure, worldwide roaming access service developed for the international research and education community. As part of eduroam, UW Madison students, faculty and staff will be able to use their fully scoped username (NetID@wisc.edu) credentials at any eduroam enabled school and get instant network connectivity. In addition, visiting students, faculty, and staff from other campuses can use their campus login credential to access eduroam access points across the UW-Madison campus.
To access eduroam the user must:
- Configure an 802.1X profile on their computer or mobile device according to instructions or installable profiles
- Select the "eduroam SSID" among the available wireless networks at an eduroam participating organization
- Enter appropriate credentials (NetID@wisc.edu) to connect.
For a list of participating organizations visit: http://www.eduroam.org/
For details, see Connect to Campus Wi-Fi.
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Service Users: Anyone with a valid NetID (Faculty, Staff and Students) esp. traveling technologists or traveling professors. On the UW campus, NetID users and visiting staff from participating eduroam campuses can access any of the eduroam SSIDs.
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Availability: 24X7
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Server Information:
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Unique Support Conditions:
- UW NetID holders may use eduroam at other institutions, as well as in buildings across the UW-Madison campus. Regardless of whether they are connecting at UW-Madison or another eduroam institution, troubleshoot and handle NetID login issues following standard documented procedures.
- Additionally, visitors from other eduroam institutions can access eduroam from the same buildings on the UW Madison Campus. While we cannot assist these users with their credentials, they may require assistance with setting up or troubleshooting the eduroam profile.
Select an appropriate service, category and subcategory from the options below.
- Wireless (eduroam)
- eduroam
- 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:
Click the text box to select all, copy with Ctrl+C.
Example Case:
- Username (fully scoped - NetID@wisc.edu): bbadger@wisc.edu
- Mac Address: 00-00-00-00-00-00
- IP Address: 10.136.xx.xx
- Physical location (city, country, UW-Madison building name): Central Queensland University, Rockhampton, Australia, UW-Madison Madison Computer Science Building
- Error Message: When the customer connects to eduroam he receives a "Connection Timed Out" error.
- Configuration/device details: Customer configured their laptop according to our Windows 7 instructions.
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This is a highly visible service with best-effort support 24x7. Best-effort support in this context means that if a specific individual is having a problem, collect ticket information and escalate to NetID-Login IPK Group. If, however, it's determined to be a system outage (Many users experiencing issues connecting) continue to create tickets, notify sysops of the outage and have them begin contacting primary support.
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Most of the issues will be users not properly configuring their supplicant, or not using a fully scoped username (NetID@wisc.edu). Beyond that, all the standard NetID troubleshooting guidelines apply. All users who have a valid NetID are eligible to use the service. However, they will have to activate missing services if their wireless access is not enabled.
For a visual depiction of this workflow, see the following image: Process Diagram
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The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.
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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.
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If an outage is identified, SNCC should immediately begin creating an Outage.
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HDQA receives the Incident from the agent(s) who handled the initial contact(s).
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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.
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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.
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SNCC receives the Problem and links the Problem to the Outage from the Problem screen.
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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.
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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.
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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.
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If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.
None.