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DoIT Shared Tools - Request Intake, Escalation Process, and Service Support
An overview of the Shared Tools request intake process, escalation process, and service support model.
Request Intake
- Requests are submitted to help@doit.wisc.edu
- Using the Shared Tools Knowledge Base, level 1 Help Desk support staff troubleshoot and resolve requests
- As needed, requests are escalated to the Shared Tools team
- The traffic manager reviews escalated requests and assigns issues to team members by role
- General user questions, training, advanced support requests, and new group, project, or space requests are completed by client engagement and users support
- Requests that require a communication plan, differ from the standard SLAs, or, require refinement and scoping are escalated to the Service Coordinator
- Application administration or approved changes to the platform are assigned to the Technical Lead
Escalation Process for Outages and Degraded Service
Note: Standard, urgent, emergency, after hours, or holiday request turn around times are documented on the Shared Tools Contact Us page. Detailed service response processes and contact information is maintained in the CMDB/Cherwell.
- Email the Shared Tools O365 group: WPSSharedTools@office365.wisc.edu
- Contact the technical lead directly
- If unavailable, notify the technical lead's backup
- If unavailable or a widespread outage, contact the Service Coordinator and Assistant Director of Web Platform/Services
- If the above individuals are unavailable, email the WPS Leads O365 group: wpsleads@office365.wisc.edu
- Follow the WPS Situation Response Workflow Quick Guide and WPS Situation/Problem Response Workflow
Service Support and Backups
GitLab
Role | Team Member | Backups |
---|---|---|
Service Coordinator | Vanessa Taulbee | Ben Sousa, Jamie Gutkowski |
Traffic Manager | Teresa Arauco | Vanessa Taulbee |
Client Engagement & User Support | Teresa Arauco, Vanessa Taulbee | Ben Sousa |
Technical Lead (Dev/SRE) | Ben Sousa | John Hare |
Jira
Role | Team Member | Backups |
---|---|---|
Service Coordinator | Vanessa Taulbee | Teresa Arauco, Jamie Gutkowski |
Traffic Manager | Teresa Arauco | Vanessa Taulbee |
Client Engagement & User Support | Teresa Arauco, Vanessa Taulbee | John Hare |
Technical Lead (Dev/SRE) | John Hare | Ben Sousa |
Confluence
Role | Team Member | Backups |
---|---|---|
Service Coordinator | Vanessa Taulbee | Teresa Arauco, Jamie Gutkowski |
Traffic Manager | Teresa Arauco | Vanessa Taulbee |
Client Engagement & User Support | Teresa Arauco, Vanessa Taulbee | John Hare |
Technical Lead (Dev/SRE) | John Hare | Ben Sousa |
Artifactory
Role | Team Member | Backups |
---|---|---|
Service Coordinator | Vanessa Taulbee | John Hare, Jamie Gutkowski |
Traffic Manager | Teresa Arauco | Vanessa Taulbee |
Client Engagement & User Support | John Hare | Vanessa Taulbee |
Technical Lead (Dev/SRE) | John Hare | Ben Sousa |
Emergency Backups for All Services
If the above individuals are not available and there is an outage or degraded service, contact the emergency backups and include the primary Technical Lead and Service Coordinator.
- Technical Lead Emergency Backups: Andrew Petro, Jason Samsa, Jordan Jones
- Service Coordinator Emergency Backup: Annette Stratman-Durrer