Human Resource (HR) staff will use the New Hire NetID Activation portal (available via MyUW) to generate a NetID Activation Key for new employees. The new employees will use the NetID Activation Key to activate their NetID to access core campus IT services.

Note: If the new employee already has a NetID from a non-UW-Madison employee affiliation, a NetID Activation Key is not generated. In this case, HR will be prompted to print NetID modification instructions for the new employee.

For more information, including internal notes for Help Desk agents, visit My UW Early NetID Activation for New Employees/POIs (UW-Madison only).

• Service Users:

  • UW-Madison HR staff generating NetID Activation Keys for new employees

  • New UW-Madison employees activating their NetIDs.

• Availability: The PSID 3270 transaction can be used only when IMS transactions are available for users to use. Usually 7am-7pm weekdays, and on some weekend days if special arrangements are made. The MyUW portal actions by the HR person and the new employee can be done at any time the portal is up and running.

• Server Information: Portal module is hosted in the MUM environment and the Databases are UWP1 and UWPDR.

• Unique Support Conditions:

  • For more information, including internal notes for Help Desk agents, visit My UW Early NetID Activation for New Employees/POIs (UW-Madison only).
  • If the HR professional does not see the "Early NetID Activation" module in MyUW, have them search for it and add the module to their homepage.
  • HR Offices can generate Activation Keys and letters for all employees who are not activated for NetID through this process.
  • Newly hired employees participating in this program will have no knowledge of their campus ID number. If they require assistance with their NetID account and are unable to confirm their campus id number, they should contact their department HR staff.
  • If an HR staff member is unfamiliar with this process they can contact the central Office of Human Resources for help at 608.265.2257
  • If an HR professional needs access to the NetID New Hire module in My UW (for giving new hires access prior to receiving their campus ID) they will need to contact netid@ohr.wisc.edu for assistance.

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

• NetID Account Management
  • NetID Account Management
    • Activation/Modification

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.

None.

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.

None.