Starfish is a cloud service that will replace the legacy Scheduling Assistant/SA system.

• Service Users: Advisors or Staff with Advising Roles, UW Madison Students

• Availability: Business Hours

• Server Information: See CMDB: CMDB - Configuration Management Dashboard

• Unique Support Conditions: Only authorized users will see the app on MyUW

Select an appropriate service, category, and subcategory.

• Starfish Vendor Application

  • Service Request

    • New unit implementation - Someone from a unit that does not currently use Starfish would like to begin using it.
    • Reporting and Data - User is requesting Starfish data for themselves or their unit. NOTE: Data from one unit should not be shared with another without their consent.
    • Service profile update - User would like to modify their unit's Starfish existing service profile(s).
    • Update user access - A user from a unit/department that already uses Starfish is requesting that their or a colleague's access be added, updated, or removed.

  • Technical Issue

    • Scheduling or Calendar Maintenance - User is having problems with their Starfish calendar. Includes issues related to creating office hours (availability), appointments, or integrating their Starfish calendars with Microsoft Exchange.

  • General

    • Submit Incident - User is experiencing a Starfish issue not covered by another subcategory.
      

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:

• Customer's NetID: bbadger
• Error message (if applicable) with exact wording and/or screenshot: N/A
• Customer's ability to access or view calendars or add appointments: Unable to access the scheduler
• Troubleshooting steps performed by Help Desk Agent: Verified able to access other services, only Starfish is not working for her

See support conditions

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.

N/A