Referrals - Select Agent Program
This document describes the referral process for issues reported for the Select Agent Program computer labs on campus. Helpdesk only provides case handling, Helpdesk DOES NOT provide troubleshooting assistance for the Select Agent Program.
Quick Note
If a customer contacts the Help Desk to report an issue with a computer or other device in a Select Agent Program lab, do not attempt to troubleshoot ANY issues. Follow the support information below.
Background
The Select Agent Program consists of seven research laboratories conducting research which must adhere to heightened information security requirements. To address this, a security program for FISMA compliance (at the moderate risk level) has been implemented for these labs. Repair is responsible for providing direct support for the hardware in these labs.
Support
If a customer contacts the Help Desk to report an issue with a computer or other device in a Select Agent Program lab, do not attempt to troubleshoot the issue; instead, log the call under the service DoIT Departmental Support > Submit Incident.
HDQA: Escalate Select Agent Program incidents to US-DS Select Agent Labs WiscIT group.
- Note: If a customer is calling to report a problem with building access, such as an unlocked door or an inability to get in the building, refer them directly to the UW Police (608-264-2677) for assistance.