NetID is the identifier used by students, faculty, staff and guests of the UW Madison to access a number of services such as email, My UW Madison homepage, calendaring, student records, etc.

NetID passwords are invalidated for anyone who leaves the University and returns. The individual will not be able to login to UW Madison resources without reactivating their NetID. Persons affected by this policy include:

• Students who return to UW Madison after a break of two or more semesters.
• Faculty or staff who terminate employment with UW Madison and then return later with another appointment.

For additional information see: NetID - What is a NetID?.

• Service Users: UW Madison students, faculty, staff and guests

• Availability: Unknown

• Server Information: Unknown

• Unique Support Conditions:

  • Callers who want to change their NetID must meet the requirements stated in: NetID - Changing Your NetID.
  • Callers who want to change their NetID will need to verify a window of time that works for them (about an hour or longer timeframe) for the process to run.
  • If this customer is calling back after successfully changing their name, escalate.
  • If the customer is calling due to an "commonly offensive" NetID, escalate.
  • If the caller is a departmental administrator trying to determine a user's netid for authorization to internal applications or systems, see: Help Desk/Security - Handling NetID Lookup Requests from Administrators.
  • If the caller is using a development site they should follow this doc: [Link for document 5745 is unavailable at this time].
  • Review NetID Utility - Troubleshooting Multiple LDAP Records before escalation of Account Link Issue cases.
  • If the customer is calling about creating a NetID for an affiliate to the University, previously referred as "guest NetIDs", send them Getting NetIDs for Affiliate Populations.

Click the most accurate problem description below to select the appropriate service and type.

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

• NetID Account Management

  • NetID Account Management

    • Activation/Modification
    • Deactivation
    • Feedback
    • NetID Change
    • NetID Merge
    • NetID Username Recovery - When customers know their password but don't know their username and need HD to provide it to them
    • Password Reset - For password resets performed via NIDU
    • Self Recovery - For NetID recoveries performed by guiding the customer through self recovery

  • Account Link Issue

    • RO Escalation
    • IAM Escalation
    • HR Escalation

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:

For Multiple LDAP Records

For NetID Change Requests

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

Example Case

• Verified last 4 digits of Campus ID and DOB (Y/N): Y
• NetID: bbadger
• Exact URL customer is accessing: http://mynetid.wisc.edu/modify
• Exact Error Message: Your account is not eligible for this service
• Exact list of actions the customer is taking prior to receiving this message: Navigate to http://mynetid.wisc.edu/modify , enter NetID and password
• What web browser and version is being used: Chrome 54
• Operating System and version: Windows 8.1
• Date and time incident occurred: 4:50PM 10/19/2016
• When is the last time the customer was able to login to a NetID service successfully: about 4PM on 10/19
• For activation issues only:
• Customers current affiliation: Emeritus Professor
• Name of person who instructed them to activate their NetID: Bucky Badger

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

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.