DARS (Degree Audit Reporting System, web-based) Handling Information
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Service Users: DARS is available for nearly all Undergraduate, University Special Capstone Certificate and Farm and Industry Short Course programs. Graduate programs and most special career programs are not in the DARS system.
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Availability: 24x7
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Server Information: See CMDB: CMDB - Configuration Management Dashboard
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Unique Support Conditions: N/A
Select an appropriate service and type. For all services, unless there is a specified type listed below, select the most appropriate type from the WiscIT "type" drop down menu.
- DARS - Degree Audit Reporting System
- DARS
- Submit Incident
- DARS
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:
- NetID:
- Name:
- Email address:
- Summary of problem:
- Indicate whether the problem occurred in a)DARS Web or b)the newer Course Search and Enroll app:
- Page where problem occurred (If Course Search and Enroll, please also indicate which tab):
- If an error message was returned, what did it say (copying text of exact message encouraged):
- If the user got so far as to request an audit, what was the DARS Academic Plan/Program used for the request?:
- Browser:
- OS:
Click the text box to select all, copy with Ctrl+C.
Example Case:
- NetID: bbadger
- Nane: Bucky Badger
- Email address: bbadger@wisc.edu
- Summary of problem: No matching records, etc...
- Indicate whether the problem occurred in a)DARS Web or b)the newer Course Search and Enroll app: DARS Web
- Page where problem occurred (If Course Search and Enroll, please also indicate which tab): Audit submission page
- If an error message was returned, what did it say (copying text of exact message encouraged): "No matching Records (Geography & 2012)"
- If the user got so far as to request an audit, what was the DARS Academic Plan/Program used for the request?: EGR 148, BA 00, NUR 712, etc...
- Browser: FIrefox 14
- OS: Windows 7
None.
For a visual depiction of this workflow, see the following image: Process Diagram
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The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.
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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.
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If an outage is identified, SNCC should immediately begin creating an Outage.
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HDQA receives the Incident from the agent(s) who handled the initial contact(s).
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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.
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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.
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SNCC receives the Problem and links the Problem to the Outage from the Problem screen.
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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.
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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.
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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.
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If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.
None.