Division of Extension is part of UW Madison, using many of the same services and support. On June 29, 2018, the Higher Learning Commission (HLC) approved University of Wisconsin System's plan to restructure UW Colleges and UW-Extension as follows:

• The 13 two-year campuses (formally known as UW Colleges) joined as branch campuses with seven of the UW System's four-year comprehensive and research institutions
• UW-Madison became the administer for Broadcasting and Media Innovation (which includes Wisconsin Public Television and Wisconsin Public Radio), as well as Cooperative Extension, UW Conference Centers, and the Department of Labor Education, all formerly part of UW-Extension.
• UW System Administration became the administer for the Division of Business and Entrepreneurship; Continuing Education, Outreach and E-Learning (which will incorporate UW Colleges Online); Wisconsin Humanities Council; and the Wisconsin Institute for Public Policy and Service.

For more details about this restructure, see https://www.wisconsin.edu/uw-restructure/.

More about Division of Extension can be found here: https://extension.wisc.edu/.

• Service Users: Division of Extension

• Availability: 24x7

• Server Information: See CMDB: CMDB - Configuration Management Dashboard

• Unique Support Conditions:

  • Extension printers located at 3500U are managed via Departmental Support using PaperCut, however they are serviced by Rhyme. At this time, we would like to have the Helpdesk escalate to Extension any support issues specific to the following printers:
    • EXTPR-BUTTERMILK
    • EXTPR-FALU
    • EXTPR-AMARANTH
    • EXTPR-CANTALOUPE
    • EXTPR-Ginger
    • EXTPR-Camel
  • For established supported services (NetID, VoIP/Cellular, Zoom, Microsoft 365, etc..) follow documented handling and escalations.
  • Division of Extension cell phones are managed by DoIT and should be escalated using WiscIT classifications detailed in Cell Phone Service Handling Information 
  • This Handling doc is for Division of Extension customers with a "Bell" icon.
  • DS-supported customers should be Coned, and transferred to Level 2 for them to use DoIT Departmental Support classifications: DoIT Departmental Tech Support - List of DoIT Departmental Contract Partners
    • They are:
      • Madison Locations (Pyle Center, 432 N Lake St, 65 N Charter St) - Onsite
      • Milwaukee - Remote Only
      • Area Extension Directors - Remote Only
      • Upham Woods - Remote Only
  • The computer name is very important to determine support workflow. You can find the computer name by searching "PC name" in the desktop toolbar. (Locating the Name of Your Computer)
    • Please reference the following:
      • ETS- prefix are managed by Division of Extension (Tony Roman)
        • If the computer has an ETS- prefix, you're in the right Handling document. See WiscIT required call information below!
      • EXT- prefix are managed by Departmental Support: DoIT Departmental Tech Support - List of DoIT Departmental Contract Partners
      • Any other is typically county support, so Refer to Local IT: Referrals Handling Information

Select an appropriate technical service, category and subcategory.

Note: Handle calls related to NetID, Zoom, Microsoft 365, and Google Workspace using existing classifications and escalations.

• Help Desk Support

  • Extension Support

    • Knack - For Extension calls related to the cloud-based database application development platform https://www.knack.com or https://wices.knack.com
      • Note: http://wices.knack.com is a base URL and not accessible. Users should be calling about hosted applications (e.g. wices.knack.com/people).
      • Customers may refer to this as the Planning and Reporting Portal, Staff Directory, or On Farm Research Database.
    • MAXQDA - For Extension calls related to MAXQDA, the qualitative data analysis software, license server hosted by DoIT
    • SharePoint - For Extension's SharePoint intranet platform
    • Google Classroom - For Extension calls about Google Classroom
    • Shared Drives - For Extension shared drives managed by EXT-Help Desk via Manifest
    • AED Laptops and Printers - For calls about Extension Directors using HP laptops and Dell printers
    • FoodWise Chromebooks - For calls about Chromebooks used by FoodWIse staff.
    • WordPress - For calls about Extension's instance of Wordpress
    • 4-H Online - For calls about the 3rd party cloud hosted application for those in the 4-H program
    • Data Analysis and Visualization - For calls related to Extension Educational Technology Support provided to Extension Staff/Faculty
    • Email Lists - For Extension calls related to Manifest Driven WiscLists
    • Extension Website - For Extension calls related to their website.
    • Verizon Hotspot - For questions about hotspots issued by Division of Extension
    • Submit Incident - Other Extension issue not listed above

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 contact info - phone: (608)123-4567
• Customer contact info - email: bbadger@wisc.edu
• Good time to call back: 7pm - 9pm
• Computer name: ETS-DELLMODELXXXX
• Customer: Polk, Polk County Office
• What the user was trying to do: Can't access his 4-H program information.
• What error message the user received: N/A

See support conditions.

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.

N/A