MyUW Madison Portal Handling Information

Overview of MyUW Madison and the required call information.

Service Description

MyUW Madison provides students, faculty and staff at UW-Madison with an easy-to-use, secure gateway to online information. MyUW Madison offers an array of personalized services that can enhance instruction for students and faculty and boost productivity for staff.

Anyone with a valid NetID and password can access My UW-Madison from any computer, whether on-campus or off-campus, at my.wisc.edu.

For help logging into MyUW, please see MyUW Madison - Login, Access, and Troubleshooting.

Notable features of My UW-Madison include:

Links to email and calendar, allowing users to communicate and schedule via their web browser.
Access to news, campus events, weather, and campus links.
Student access to Student Center, Canvas, and MyUW Madison Academic Applications (including Academic Navigator and Course Schedule) : [Link for document 112210 is unavailable at this time]
Employee access to HRS tools (including Time and Absence and Tax, Leave, Benefits, and Earnings statements) : Referrals - Human Resources System (HRS) and related apps
Ability to "customize" the page (drag and drop widgets, add favorite widgets, etc...)

To explore more MyUW features, see MyUW Madison - Default Tiles on Homepage or MyUW - Searching and Customizing MyUW Homepage.

Support Conditions

The DoIT Help Desk provides support for My UW-Madison users who meet the following conditions:

User has a valid NetID.
User is accessing My UW-Madison with a recommended web browser. See MyUW - Recommended Browsers.

For internal handling information, please see MyUW Madison Portal Handling Information.

Support for Human Resources System (HRS) apps (including access issues or data errors) should be referred to UWSS Service Operations: Referrals - Human Resources System (HRS) and related apps.

Availability

MyUW Madison is available to all UW-Madison students, faculty, and staff with a valid NetID. It can be accessed at http://my.wisc.edu/.

Support Conditions

Service Users: UW-Madison students, faculty, and staff. Applicants can access a limited view of the portal.
Availability: 24 x 7
Server Information: Eight web/application servers hosted on the DoIT platform (aliased mumapp4-12) and are accessed through the VIP at my.wisc.edu
Unique Support Conditions:
- When there is an outage to the portal, regardless of the reason, it takes 15-30 minutes to restart completely after a manual reboot of the system.
- Refer to MyUW University applications and resources for a list of the most popular University applications and resources that can be found in MyUW app.
- Much of the information presented in MyUW is content provided (applications) from outside of MyUW. Please keep this in mind and use discretion when escalating MyUW incidents, as it may be more appropriate to route them to a team other than MyUW.
- Note: If a customer reports problems with data presented through the portal, e.g., "MyUW shows this information, but I expect something different", be as explicit as possible in identifying sources of data being compared, such as SIS or Workday.
- On July 7, 2025, MyUW tiles related to specific employee self-service and manager self-service tasks will get a refresh. Workday tiles will replace:
  - Time and Absence
  - Personal Information
  - Manager Time and Approval
  - HRS Approvals used by supervisors
  - Payroll Information
  - Customers can review this HR Guide: Overview of What Is Changing for MyUW

Creating WiscIT Incidents

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

MyUW Madison
- MyUW Madison
  - MyUW Access - Loading or access issues
  - Technical Issue - Errors and missing content
  - How-To Question - Information about navigating and using MyUW Madison
  - Feedback and Requests - Madison Portal feedback, content/link updates, and admin requests
  - Diagnostic Report - NOT FOR HELP DESK USE

Note: If a customer reports problems with data presented through the portal, e.g., "MyUW shows this information, but I expect something different", be as explicit as possible in identifying sources of data being compared, such as SIS or HRS.

In other words, where did the user see the data that is different from My UW's presentation?

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:

Customer NetID:
Error message and/or description of the issue:
Does the customer still experience the issue after connecting to UW Madison VPN?:
URL/MyUW application where the error is occurring:
Date and time the customer first experienced the issue:
When did the function/tool last work as intended if ever?:
 
Note: Most apps/tiles are simply bookmarks to other websites such as HRS or Outlook. Please verify that the customer can access the intended destination using a direct link. If they receive an error like access denied, please escalate, or refer to the related team.
 
We would also like the customer to submit a diagnostic report before escalation. Provide the following URL and ask that they submit the report for the MyUW team to review: http://my.wisc.edu/portal/p/diagnostics

Click the text box to select all, copy with Ctrl+C.

In addition to the handling details above, please include a screenshot of the error (including address bar) if appropriate and have the customer send a Diagnostic Report to the MyUW team.

Share the following instructions with the customer as you escalate their case:

The MyUW team would like you to submit a Diagnostic Report to help identify and resolve your issue. This automatically-generated report contains information about your NetID profile, assigned roles at UW, and browser information.<br>To submit a report, please go to <a href="http://my.wisc.edu/portal/p/diagnostics">http://my.wisc.edu/portal/p/diagnostics</a> and select Send Information to send your account details to our team. You may also choose to review the information before sending.

Click the text box to select all, copy with Ctrl+C.

Example Case:

Customer NetID: bbadger
Preferred Contact Information: bbadger@wisc.edu; 608-555-1234
Does the customer still experience the issue after connecting to UW Madison VPN?: Yes, uwmadison.vpn.wisc.edu
Error message and or description of the issue: After logging into my.wisc.edu an error message appears. "An error has occurred during loading, please try refreshing the page."
URL/MyUW application where the error is occurring: my.wisc.edu
Date and time the caller first experienced the issue: 05/07/20 at noon
When did the function/tool last work as intended?: 05/06/20 around 9pm

Screenshot attached, customer has been instructed to submit Diagnostic Report.

HDQA Notes

Verify the network is operational before forwarding to MyUW portal team.

If the My UW -Madison server is down, create an Outage call under service ="My UW Madison" type= "OUTAGE".

In the event of an outage, please use the DoIT Operations --> Support channel, as usual.

Local and Emergency Contact tool issues, escalate HD tickets to Erik Moen or Amanda Meyers.

Creating an Incident (Outages)

For a visual depiction of this workflow, see the following image: Process Diagram

The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.
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.
If an outage is identified, SNCC should immediately begin creating an Outage.
HDQA receives the Incident from the agent(s) who handled the initial contact(s).
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.
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.
SNCC receives the Problem and links the Problem to the Outage from the Problem screen.
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.
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.
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.
If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.