School of Medicine and Public Health (SMPH) Administration departments and Ebling Library are located in the Health Sciences Learning Center and have a combined desktop support organization. Additional staff covered under the SMPH Shared Services IT contract are also located in HSLC, MSC, WIMR, WARF, Waisman, MSB, and BioChem. 

The Contract Partner Support (CPS) Help Desk is the first line of contact for all SMPH Shared Services IT customers and is expected to escalate unresolved tickets to the on-site technical support staff. SMPH WiscIT support tickets are automatically forward into their JIRA-based ticket system.

• Service Users: Administrative, Ebling Library, and Research Departments. They should be coned in WiscIT. 

• Server Information: N/A

• Unique Support Conditions:

  • Service Users: Administration departments in SMPH and Ebling Library. These staff are located in HSLC, MSC, WIMR, WARF, Waisman, MSB, and BioChem.

  • Server Information: N/A

  • Unique Support Conditions:

    • Users supported by SMPH Shared Services IT are listed in IT Help Desks at UW-Madison. The Help Desk CPS team is frontline support for SMPH Shared Services IT users.
    • If a user calls the General Help Desk, please check IT Help Desks at UW-Madison  If they are supported by SMPH Shared Services IT, then refer to CPS.
    • Users in SMPH who are not listed as supported by SMPH Shared Services IT in IT Help Desks at UW-Madison should be referred to their local IT for support.
    • All calls forwarded to SMPH Shared Services IT technical staff have a one business day response time.
    • Support hours are 8am - 5pm, Monday - Friday. If there are no CPS staff available, the phone system will route SMPH Shared Services IT calls to GenHD staff (who are available 7am-11pm).  If an SMPH staff calls after hours, create a WiscIT ticket, assign it to the CPS team, and the CPS team will handle it during their normal business hours.
    • If an SMPH Shared Services IT customer calls to request an Microsoft 365 service account be created within the domains managed by SMPH SSIT (@med.wisc.edu, @hslc.wisc.edu, etc) direct them to fill out the Service Account Request form and then close the ticket.
    • SMPH customers can fill out forms directly for many of their issues: SMPH Desktop Support Forms. Close the ticket after referral.
    • Many technical issues are documented in the SMPH Knowledgebase
    • SMPH students trying to access Health Link (EPIC) remotely can be escalated to SMPH Shared Services IT.

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

For network problems, use appropriate network service/category/subcategory.

• Help Desk Support
  
  • SMPH Shared Services IT
  • Computer Move - Request to move equipment
  • Email or Calendar Issues - Email or Calendars issues
  • Hardware Install - Installation of hardware
  • Hardware Issue - non-installation Hardware issues
  • Malware - Viruses and Malware issues
  • Network Problem - Connectivity issues or Jack Requests
  • New Computer Setup - Request to setup new computers
  • New User Account - New employee requests
  • Orientation or Training - User orientation or training
  • Other - No corresponding category found
  • Printer Problem - Printer or printing problems
  • Purchase Request - User requesting purchase of hardware or software
  • Question - Misc user questions
  • Security Alert - Security concerns or requests
  • Service Account - Service account requests or issues
  • Shared Drive Access - Folder access requests
  • Software Installation - Software installation issues
  • Software Update - Updating software already installed
  • Software Issue - Issues with software or applications
  • User Account Issue - Login or account issues
  • User Termination - Termination of employment requests
  • Remote or VPN - Remote access issues or requests

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

• Preferred Contact Info:
• Email: buckybadger@wisc.edu
• Phone: (608) 555-1234
• Good Time to Call Back: Between 8am and 6pm.
• Room number: 4296
• Building address room is located in: 750 Highland Ave.
• What the user was trying to do: Caller is trying to print to a network printer, but the printer is not responding.
• What error messages got: N/A
• For ANY printing problem - Most of our deployed printers should have a sticker label on them indicating the exact name of the printer (as config. on our server).  Example Name "HSLC-4150-BW-CanonDXC5760i"  The name is most informative as it shows building, room, and model within.
• If caller is reporting a problem on behalf of a superviso or colleague, the name of that person: Mary Jones
• If unable to elevate permissions provide: account used, domain, computer name, if the client was on VPN, and exact error message

• If the Help Desk receives a call, chat, or email during Help Desk Contract Partner Support business hours (7:00 AM to 6:00 PM, Monday through Friday), transfer the customer to Pick 5. After business hours, please follow After Hours Handling. See Transferring a Customer to Help Desk Contract Partner Support for more information.
• Escalate all SMPH VPN portal (smph.vpn.wisc.edu) cases. 
• Forward network problems based on Campus Network Handling Information, forward all other issues not resolved at the Help Desk level 2 to the SMPH/HSLC Techs.
• If the SMPH/HSLC techs are unable to resolve the problem, they can send it back to Help Desk with notes requesting we forward it to a technologist within DoIT.
• Escalate SMPH VPN cases from users they support to SMPH IT Team.

If it is necessary to make voice contact with a local tech, start with the SMPH office phone and then no real order after that, anyone from the (alphabetical) team listing below:

• Shared Services IT Office: 262-5709
• Adrian Gay: 263-7779
• Ben Korab: 890-2442
• Brianna Miller: 265-5874
• Curt Shomberg 262-7773
• Dave Munz: 263-5680
• Deb McNally 890-1021
• Grant Hellenbrand: 890-4018

If voice contact is not needed, send an email to techsupport@hslc.wisc.edu

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.

SMPH does not receive unique after hours support.  

If an SMPH staff calls after hours, create a WiscIT ticket, assign it to the CPS team, and the CPS team will handle it during their normal business hours.