SIS stands for Student Information System and is comprised of the following components:

• Service Users: It is used by administrative staff and virtually all departments.

• Availability: Self-service applications such as enrollment, which use SIS, are available 24x7. SIS is not available when maintenance is being performed.

• Server Information: The second Tuesday of every month is when critical software patches are applied to the SIS file servers (i.e., SISNT1, SISBDC, Tuba & Trombone). The patch work takes about 20 minutes and typically involves applying Microsoft critical updates. These servers are used by the SIS developers who are sent an e-mail notification via the isistech WiscList. The SIS production servers are not affected by this work so students and SIS data entry staff should not see an interruption in their services.

• Unique Support Conditions:

  1. Functional questions should be directed to the Registrar's Office.

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

• SIS - Student Information System

• SIS
• Account - password resets, issues with authorization
• Preferred Name - customer's entered preferred name does not display in application as expected
• Technical Issue - network issues/problems; data access/presentation problems while using the browser
• Technical Issue/Client - NOT for browser problems; client is used by developers only; restarting PSNT process scheduler for SIS; 25Live download problems
• Technical Issue/Printing - printing issues
• Submit Incident

• SIS Admissions
• Submit Incident

• SIS Campus Community
• Submit Incident

• SIS Class Search Browse Catalog
• Submit Incident

• SIS Curriculum Management
• Submit Incident

• SIS Financial Aid
• Submit Incident

• SIS Student Financials
• Submit Incident

• SIS Student Records
• Submit Incident

• MAPPING DRIVES - SIS
• Submit Incident

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:

• Login being used to access SIS (NetID, 3-letter login, or 10-digit SIS EMPLID):
• IP Address: 144.92.124.22
• Complete menu path (listed on the top bar): PeopleTools > User Profiles
• Error codes: [Customer provided error message and code]
• The exact procedure to replicate the problem: Click the module from the "User Profiles" folder, error occurs
• The time the problem occurred: Wednesday morning at 8:00AM
• Browser being used with exact version number: Internet Explorer 7
• OS name and version: Windows 7
• Their location and nature of their work (i.e., are they working on undergrad admissions, financial aid, etc.): Help Desk Level 2 agent, used for customer support
• When the customer will be available for a call back: Tomorrow (5/22) between 1 and 5pm

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

• If the HD receives reports of users getting "Data Integrity" or "HCM Registry Process" errors, this strongly suggests an issue with SIS' "server-side" cache that is likely impacting other users. These errors may appear to users without triggering SNCC's monitors, so these errors should be reported to SNCC and SIS DBAs promptly.

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.