The CSL is an online library that enables current students, faculty, staff, and departments at the University of Wisconsin System to download site-licensed software and other no-charge special offers. The majority of users will be from UW-Madison.

• Service Users:  Students, faculty and staff at all University of Wisconsin System campuses are eligible to download from the CSL. Each user will only be able to view and download the software for which they're eligible. UW-Madison Emeritus faculty and staff, UW Hospital and Clinics faculty and staff are not eligible to download from the CSL.

• Availability:  24 x 7

• Server Information: Hosted on DoIT platform.

• Unique Support Conditions: 

  • If the caller has a problem using the media they downloaded from the CSL, gather handling information and escalate the case.
  • Usage rights vary by product. For questions on appropriate use, escalate the case.
  • Emails sent to licensing@doit.wisc.edu will create new cases in the US-Help Desk Email queue. Customers calling the Help Desk should never be told to email licensing@doit.wisc.edu. Instead, agents should create a case using the "Campus Software Library" category and "Submit Incident" subcategory and escalate as needed.
  • Docusign access request is here: How to Get Access to Docusign.
  • Docusign follow-up requests and issues should go to the Software Licensing team.
  • Adobe Creative Cloud issues should first follow the following documents to troubleshoot:
    • Eligibility for Adobe Creative Cloud Licensed By University of Wisconsin System's ETLA
    • Adobe Creative Cloud - Logging in with Your UW-Madison Account
    • Adobe Creative Cloud - Student Subscription FAQ
    • Adobe Shared Device License - Installation and Usage Instructions
    • Note that people listed as "Student Help" do not get automatic access to Adobe per the ETLA. Departments will need a dedicated computer (not the student's personal computer) to install a Shared Device License for student workers.
  • DoIT Departmental Support --> Software --> Adobe Software Issue should ONLY be used for DoIT departmentally supported computers (coned customers).

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

• Campus Software Library (CSL)

  • Campus Software Library (CSL)

    • Access/Login Issue
    • Download Issue
    • Haven't Received Key
    • Software Not Visible to User
    • Submit Incident

  • Software Activation

    • Non-Microsoft Software - For issues dealing with Adobe Creative Cloud ETLA issues and other non-Microsoft products
    • Personal Software

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:

• If applicable, collect following information for questions on installation keys, problems placing an order, installing products, issues with products, etc:
  • What error is customer receiving: N/A
  • What product and version is the customer trying to install: N/A
  • What platform are they using: N/A
  • What product and version do they need an installation key for: N/A
  • What campus they are calling from: N/A
• If applicable, collect following information for web access issues (server not responding, link broken, browser incompatibility, java script errors, etc):
  • What page is the customer viewing: https://software.wisc.edu/cgi-bin/ssl/csl.cgi
  • Which link didn't work: The link for Windows - Office Pro Plus 2016 Online Server ISO
  • What button didn't work: N/A
  • When did it happen: Customer reported issue at 2:45pm 12/6; issue is ongoing
  • Browser and its version: Internet Explorer 9

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.