Help Desk - Referring Customers to Domain Admins
This document will explain what to do when a customer calls in with a request that can only be performed by a domain administrator, such as enabling web login, resetting a password, adding an alternate address, or creating a resource, service account or alternate address. As a general rule, the customer should always be referred back to their domain admins (barring the exceptions outlined below).
To find an administrator:
- Log into email.wisc.edu/admin with your NetID and password.
- In the menu bar, select Tools.
- From the Reports and Information dropdown on the left, select Find an Administrator.
- Click on the domain from the list of domains. If you do not see it in the list, it is possible that the domain is self-hosted (or exists on a different Microsoft 365 tenant, such as those used by UW-Extension), and therefore not supported by us. The customer should be directed back to their local IT (or have their case escalated to UW-Extension if applicable) if this is the case.
- There will be a list of domain administrators displayed. These are the people the customer can contact. It would be best to give the customer a few examples of these admins if the list is very long, or the full list of it is short.
Important: Make sure to read over the description of the domain. That will often include instructions on who should be contacted.
Exceptions:
- If the domain is administered by CPS or DS, the case can either be escalated to CPS, or they can be directed to contact wmplusadmins@doit.wisc.edu (which is still relevant for Microsoft 365 accounts) or support@doit.wisc.edu.
- When viewing the domain admins in the Wisc Account Admin site (instructions described above), if CPS employees are in the list, that domain is administered by CPS and DS and can be treated as such. If the customer is flagged as a Departmental Support VIP, handle the case as you normally would (transfer phone calls and chats, forward incidents for e-mails). For more information about how to transfer a customer to CPS, please review the following document: Help Desk - Transferring a Customer to Help Desk Contract Partner Support (CPS).
- If it is the mailplus domain, it can be escalated to HDL2 for handling or the customer can email wmplusadmins@doit.wisc.edu or support@doit.wisc.edu for their request to be fulfilled.
- If the domain has Jeff Ballard listed as a domain admin, always refer the customer to the CAE Help Desk at helpdesk@cae.wisc.edu or 262-5349. In other words, for College of Engineering email- or calendar-related questions, give only the CAE Help Desk contact information to customers. The CAE Help Desk will escalate internally as necessary. This document also contains CAE's Help Desk information: IT Help Desks at UW-Madison, as does the domain listing itself.
I've included a list below of all these domains:
Domains administered by Jeff Ballard
- If the domain belongs to a department with their own Help Desk (see IT Help Desks at UW-Madison for other departmental IT contacts), the customer can be also directed to that Help Desk in addition to or instead of the domain admins directly. Since the doc above is external-facing as well, the customers can easily be linked to this document for the contact information.
The Mail Team does not do things for domain admins, or by request of a customer. The only time we do is if the domain admins listed are no longer with that department and/or the University, or if the admin is experiencing errors when they attempt to make the changes or updates.