Division of Enrollment Management (DEM) Handling Information
Service Description
Departmental Support (DS) provides desktop support and LAN administration for the Division of Enrollment Management (DEM).
End users may refer to the service as "Desktop Support," and may self-identify as "Department of Admissions and Recruitment," "Registrar's Office," "Office of Student Financial Aid," or "SIS" staff.
Support Conditions
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Service Users: The service is available to all DEM staff.
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Availability: Monday - Friday, 9:00 AM - 5:00 PM.
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Server Information: N/A
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Unique Support Conditions: Callers will identify themselves as Contract Partner Support customers: DoIT Departmental Tech Support - Handling Information (Contract Partners).
Creating WiscIT Incidents
Select an appropriate service, category and subcategory from the options below.
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Service: DoIT Departmental Support
- Choose from category and subcategory.
For ALL cases, gather the following minimum required information:
Clear, detailed description of the issue
Complete customer contact information
Use the "Set DS Specifics" one-step to populate the specifics screen for Departmental Support incidents. All relevant fields in this specifics screen should be completed.
Below you will find information about shared/networked resources for Contract Partners:
- DoIT Supported Network Printer List
- Add a Network Printer
- DoIT Departmental Support - Shared Drive List
- DoIT Departmental Support - Connecting to a Shared Drive (Windows and Mac OS)
During business hours, if a high priority, non-outage support request comes to the Help Desk, CPS staff should contact DS in the following order:
Non-Emergency
Send a message Microsoft Teams message to the 'HDL2' channel in the appropriate Team. Include the case number and as much detail about the issue as possible in the message.
Urgent or Emergency
- Attempt to contact a DS Technician using the above method
- If the above contact method fails, ask a Service Desk agent to help you find someone from Departmental Support to help.
HDQA Notes
- Forward non-outage issues to CPS for handling.
- All outages (business hours and non-business hours) are handled by SNCC.
- DS staff are located on-site during business hours.
- After hours: See "After Hours Handling".
Creating an Incident (Outages)
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.