Directions: How to Create a New Office of Information Technology support Issue / Ticket

Starting from the Grad School Home Page. Click on the Information Technology link and then scroll down the page until you get to the Graduate School Staff IT Help and Support section as shown in the image below.

Figure 1. Screenshot of Image of the Graduate School's Office of Information Technology Home Page

Once you are at this section, click on the "Graduate School OIT Support and Help Center" link. You will need to be logged with your NetID to view this page.

Figure 2. Screenshot of Image of the Office of Information Technology Home Page Showing Where to Click for Support

If you are not logged in, please login with your NetID.

Figure 3. Screenshot of Image of the UW-Madison NetID Login Page

Graduate School IT Support and Help Center

The Graduate School IT Support and Help Center page has information and links on how to get access to the IT help and support resources available to GS Staff. Please note that support for the Graduate School's IT resources and systems is offered by a variety of providers, both internal and across campus. In some cases, like with general desktop support and issues with a physical workstation or laptop, support is handled by DoIT Departmental Support (the OIT designee for this category of support requests), in other cases such as issues with Slate, support is handled by Admissions, and with other IT related systems, servers, and websites (like the Grad Portal), support is provided by GS OIT staff directly. Please review the list and click the link that best matches the support you need.

Figure 4. Screenshot of Image of the GS Support & Help Center Page

Direct OIT Support

Support links under the "OIT Specialized Support Requests" and "OIT Software Development Support Ticket Links" sections are provided directly by GS OIT staff. To request help and support, click the link to the applicable area your request fits in to start a new request. 

For example, if you are a staff member in the Office of Academic Services and need to submit a bug report for an issue with the Grad Portal (http://my.grad.wisc.edu), then you would go to the "OIT Software Development Support Links" section, find the "Office of Academic Services" section and then click on the "Bug Report" link. This will open a new request in GitLab. Once you are logged into GitLab, the link you clicked will pre-select the bug report form where you can complete your bug report. 

Figure 5. Screenshot of Image of the GS Support & Help Center OIT Issue / Ticket Creation Links

If you are not already logged into GitLab, you will see the image below in Figure 6 asking you to login. As is noted in the image, click the "UW-Madison NetID" button to log in with your NetID. If you get an error after logging in or do not see the form, please email it@grad.wisc.edu to request an invite.

Figure 6. Screenshot of Image of the UW-Madison GitLab Login Page

Once you have successfully logged into GitLab, you will see the "New issue" page like in the image below in Figure 7. The title will be partially pre-filled with the relevant form's information. In this case, "Bug Report - " is pre-filled. Leave that text there and next to it (on the right) add an additional title that can go along with your request. 

There is a lot of information on this page. As you update the title to reflect your bug report, a list of bug reports will update below the title with reports GitLab thinks may be relevant to your report. It does this to help prevent duplicate reports and to potentially direct users to related reports that might offer a solution for the user's problem.

You will see a number of items on the right side of the page. You do not need to provide any content or values for these items. They will get automatically filled once you submit the issue / ticket. Lastly, at the bottom of the text editor, you will see some text that says, "Switch to rich text editing". Click that text to update your text editor to a more feature rich experience. Once you have clicked the text to upgrade your editor to a more feature rich experience, your page should resemble the image below in Figure 7.

Figure 7. Screenshot of Image of the GS OIT GitLab Issue / Ticket Creation Page for a Bug Report

Please proceed to review the body of the support ticket / issue / request and, to the best of your ability, select the place holder text under each item and replace each with a response. NOTE: Once the issue is created, you can attach screen shots and files to the submitted issue.

As noted in the last image on this page (Figure 9), do not alter any of the text in the "Automatically apply labels" section of the body. Altering this section may cause delays in our ability to respond to your ticket.

To submit the issue, click on the "Create issue" button at the bottom as is in the image below (Figure 8). 

Figure 8. Screenshot of Image of the GS OIT GitLab Issue / Ticket Creation Page for a Bug Report (Cont.)

Figure 9. Screenshot of Image of the GS OIT GitLab Issue / Ticket Creation Page for a Bug Report (Cont.)