Refer to the service page: Pay-for-print (PaperCut).

• Service Users: UW Students/faculty/staff who will be using Pay-for-Print (PaperCut) and lab managers and staff who will be administering the program.

• Availability: See CMDB: CMDB - Configuration Management Dashboard

• Server Information: Central GTX transaction server, See CMDB: CMDB - Configuration Management Dashboard

• Unique Support Conditions:

  • For printing issues, the first troubleshooting step is determining if it's a computer-specific issue or a PaperCut issue.
    • Check outages for PaperCut.
    • Log into print.wisc.edu with your NetID to see if it loads correctly with a Wiscard balance. This is an indication that the PaperCut service is not experiencing issues.
    • Have them try another computer.
    • If printing worked on the second computer, it's not a PaperCut service issue. It's a computer-specific issue. The patron should notify the lab if available.
    • If printing does not work on another computer, it's a PaperCut service issue.
  • If the patron is unable to print, check KB for troubleshooting info.
  • If there are no KB documented solutions found, direct the patron to the lab staff.
  • If the lab is not staffed, and multiple computers are not working to print, please direct them to another lab: InfoLab locations.
    • Note: DoIT does not directly support or staff all InfoLab locations. There is not a guarantee that there will always be staff onsite.
  • Patrons can also attempt mobile printing: Pay-For-Print - Mobile Printing.
  • For after-business hours and urgent issues such as service outages, reference DoIT Departmental Support SEAM On Call Staff: PCI, Select Agent, Papercut.
  • Some departments also use Pay-for-Print for non-InfoLab student printing needs. If a departmental staff person submits a request for Pay-For-Print service, please escalate.

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

• Pay for Print

  • General

    • Submit Incident
    • Refund Request

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:

Is the customer using PaperCut?: Customer's NetID and email address: Customer's phone number: Where customer is located or trying to print from: What customer is trying to print: What happens when they try to print:

Click the text box to select all, copy with Ctrl+C.

• Example Case:
• Where customer is located or trying to print from: Memorial Union, Room 1b
• What customer is trying to print: MS Word document (.docx), 13KB

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.