Electronic Reports Distribution is an integrated document server that serves as a store house and printing service for several UW applications. Users can send print jobs to Electronic Reports via the Cypress client and have them stored in the "DocuVault," before having them redirected to a licensed printer. Documents in the DocuVault can be accessed at any point in the future and be reprinted.

The ASG-Cypress® Suite is a modular content management system for ingesting, assembling, integrating, delivering, and storing documents. It enhances the management, accessibility, analysis, and output of content within and outside the enterprise.

Cypress is part of the HR Systems for UW-Madison.

• Service Users: The service is available to anyone in the UW System. New users need to request access.

• Availability: 24 x 7

• Server Information: Servers are located on the DoIT platform.

• Unique Support Conditions:

  • Users may call the DoIT Help Desk for help installing the Cypress Installed Software Client.
    • The Web Client is recommended for accessing ASG Cypress Reports
    • If a user is unable to install the client and does not want to use the web client, please escalate accordingly.
  • Cypress Access Requests forms are available for new user requests, changed user requests, and removing users.
  • Report issues submitted by Cypress users will be tested by UW Service Center Support. If the reported issue is verified or perhaps cannot be verified by UWSC Support, the issue will be further escalated to Report Distribution (Cypress).
  • Other support articles, including documentation from ASG Cypress, can be found on the Electronic Report Distribution website.
  • To use, MS Edge must be put into Internet Explorer mode.

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

• Electronic Report Distribution and Printing (Cypress)
  • Electronic Report Distribution and Printing (Cypress)
    • 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:

• Customer's username: Bucky Badger
• Browser name and version: MS Edge 102.0.1245.44
• Does the user have the "user quick-reference document"?: No
• Printer location, IP address, brand/model: Computer Sciences, 144.92.124.19
• If it's a web site/page access problem , which page?: N/A
• If it's a printing problem - what's the problem (job not printing at all, job printing incorrectly, etc)?: The print job appears to send but does not print.
• Exactly what the user is attempting to do and the outcome (list sequence of events and any resultant errors, etc): Caller sends the report to a local network printer, but the printer does not respond.
• Note is user has ever done this successfully before or if this the first time at the workstation: Caller was able to print reports from this workstation last week.

There are three escalation paths for transcript printing issues:

1. Authorization needed, route to Security handling
2. Printer (hardware)issues are handled by the SIS team, see SIS Handling Information
3. Problem with the data getting to printer (software) and handled by the Cypress team, use service in this document.

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.