Referrals are not a "catch all" for services or products. If the contact falls within one of the Help Desk's supported products, it should be placed there. Examples where a referral product would be used include:

• A caller was asking to speak to a specific person you referred them to
• You provide the caller with the telephone number for another IT Help Desk
• A non-DoIT technology group supports the product (e.g., Terra Dotta, HRS, etc) and you refer the caller to that group
• Someone wants to have their mobile phone looked at and it can't be done remotely, so you refer them to Onsite

• Service Users: N/A

• Availability: N/A

• Server Information: N/A

• Unique Support Conditions: N/A

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

IMPORTANT: When logging referral calls, always review the service-specific referral document first (if one exists). If a WiscIT category name is given, use it to log the incident. If none is listed, use the Referral subcategory and appropriate subcategory as described below:

• Help Desk Support
  • REFERRALS
    • Referred to Local IT - Referred caller to local IT: IT Help Desks at UW-Madison
    • Referred to UHS - For issues related to MyUHS
    • Referred to Onsite - Referred customer to Onsite
      • HD - Customer Onsite Desk and Repair Support
    • Repair (External) - Only for repair staff use
    • Repair (Internal) - Only for repair staff use
    • Terra Dotta - Issues with the Terra Dotta service
      • Referrals - Terra Dotta
    • Transfer to CPS - Used by the "Transfer to HDL2" one-step
    • Unsupported Service - Unsupported service
    • UW-Madison Online (OUD) - For inquiries about UW-Madison's Online Undergraduate Degree Program
      • UW-Madison Online: Undergraduate Degrees (OUD) Handling Information
    • UWSS Service Operations (HRS) - For referrals to UW Shared Services Support
      • Referrals - Human Resources System (HRS) and related apps
    • Submit Incident - All other referrals

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.

None.