Account Self-Link Troubleshooting

The Account Self-Link Tool generates WiscIT incidents in the 'Identity Self-Link' WiscIT team when there are conflicting data values between the two records and the link fails. These cases must be resolved as soon as possible so that the user may access services that they currently do not have access to because of their unlinked records.

Receiving the Case

Self-Link incidents are generated automatically when a self-link fails. These cases will have the following categorization:

  • Service: Accounts & Access

    • Category: NetID Account Management

      • Subcategory: Account Link Issue

Short Description: Account Link Issue:

Description: NetID '' failed to link to PVI '' with linking key '<26 digit Self-Link key>' at YYYY-MM-DD HH:MM:SS.

  • Example: NetID 'nsruder' failed to link to PVI 'UW826G762' with linking key 'SL2WAZUOJPU9XXV8AY75WGWUCT' at 2019-03-21 10:16:25.

Using the Linkcheck Tool

Determine the next steps for the user by using the Linkcheck tool. Instructions on using this tool can be found here: Using the Linkcheck Tool.

Special Case Source Systems

Self-Links involving some Source Systems have to be handled differently.

  • UW Division of Continuing Studies (UWMSNCSIS)

    • For Self-Link errors involving UWMSNCSIS records that DO NOT HAVE AN ASSOCIATED NETID, an email needs to be sent to their team to make the needed updates so that the user can successfully complete a Self-Link.

    • Send an email from the Cherwell Incident to csis-support@lists.wisc.edu.

    • Example email format:

    • You should also send an email to the end user notifying them that you have contacted CSIS:

  • UW Medical Foundation

    • UW Medical Foundation does not have access to the Self-Link tool. If we see cases where a UW Medical Foundation record is involved in a Self-Link case, they are most likesly attempting to activate a new NetID and state that they already have a NetID (yellow banner during activation.)

    • User will need to update their mismatched information in both systems.

  • Summer Research Opportunity Program (UWMSNSROP)

    • Summer research users activate a NetID. Later on, some of these same users will come back to UW as a student and activate a new NetID.

    • SROP identities are deactivated after the summer program is over. After deactivation, authorities can no longer update information in the records.

    • In this case, the user will need to activate a new NetID.