DoIT's Web Hosting Service provides a production web publishing environment for UW-Madison affiliates. The service hosts websites on Linux/Apache/PHP/MySQL, Windows/IIS/ASP.NET and Sun/Java platforms. The customer self service pages can be found at: http://webhosting.doit.wisc.edu/

• Service Users: UW-Madison Schools, colleges, academic departments, institutes, centers, projects, and individual academic courses.

• Availability: Access to publish is via Secure FTP and restricted to the UW Campus. If connecting from off campus, customers need to first connect to the Campus VPN. Customers who are experiencing Secure FTP login issues are encouraged to use the SFTP help request form.

• Server Information: Please see the CMDB for current server information.

• Unique Support Conditions:

  Windows/IIS: Allows for ASP.NET and either utilize an Access DB located within the site and/or partner with DoIT developer and connect to an Oracle DB provided by the DoIT DRMT group.

  Linux/Apache (LAMP): Allows for PHP scripting and MySQL database(s) and also the ability to partner with DoIT developers to connect to an Oracle DB provided by DRMT.

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

• Web Hosting

• Web Hosting
• 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:

• Is the caller a content provider (a person building a website on the servers listed above) or an end user?: End user
• UserID (if content provider): N/A
• URL(s) affected: badgersrule.wisc.edu
• Software used i.e. Secure FTP, Campus VPN: Campus VPN
• IP Address: 146.151.8.72
• Time of failure: 5/18 4:30pm
• Error message(s) displayed: 404 Not Found error

In most cases, outages should not be posted for individual websites. See ITSM - Declaring Outages for Websites for more information.

When dealing with a suspected outage, consult Help Desk - Determining Where a Website is Hosted to find out which server is hosting the website. Then, refer to Web Hosting - Accounts Affected When Servers Are Down to find a list of other accounts hosted on the same server; these other sites should be tested to determine if an outage posting is appropriate.

If an outage should be posted, be sure to include a link directly to the list of affected production services provided by the Web Hosting team.

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.

Best effort basis by technologist receiving the call.