The Division of University Housing operates nineteen residence halls across the UW-Madison campus serving over 7400 undergraduate students, operates three apartment communities serving about 3,000 graduate students, students with families, postdoctoral researchers, academic staff, and faculty, manage seven dining locations around campus, and provide housing throughout the summer for conference groups and youth camps.

• Students living in the residence halls are provided with a data connection for internet access (both wired and wireless).
• For a list of Residence Halls, see Our Residence Halls.
• Residents living in University Apartments (Eagle Heights, Harvey Street Apartments, and University Houses) are provided with a “wired” data connection for internet access and cable TV service at no extra charge.

• Service Users: UW-Madison students living in residence halls.

• Availability: Unknown

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

• Unique Support Conditions:

  Residents of undergraduate residence halls will set up wired connections via an in-room Hospitality Access Point (HAP). Residents of all other university housing (Eagle Heights, Harvey Street, University Houses) will connect to data jacks on the wall.

  Users with viruses on their computers will be quarantined. For information on troubleshooting a quarantined computer, see Help Desk - Procedure for Proactive Notification of Campus Network (Housing) Quarantined Accounts

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

• Network Access

  • Campus Network Housing

    • Device Registration HAP - Device is wired to a HAP (in an undergraduate residence hall) and is having trouble seeing, registering, or connecting to the campus network. ClearPass is used to manually register the device connected to the HAP. 
    • Latency / Packet Drop - Poor performance due to latency or packet drops.
    • HAP Replacement - The HAP is physically damaged or broken and needs to be replaced.
    • HAP Reset - Full troubleshooting has been done - HAP reset is the next step.
    • Submit Incident - Non-security related technical issue not related to any of the above subcategories. For security related issues, use Incident Response and Investigations/BadgiRT categories/subcategories provided below.

• Incident Response and Investigations

  • BadgIRT

    • Quarantine Campus Network Housing
    • Strike 1 Campus Network Housing
    • Strike 2 Campus Network Housing
    • Strike 3 Campus Network Housing

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.

**While some required incident information may not be relevant to every issue, it is critical that the MAC address, building, and room number are recorded for every incident.**

Example Case:

• For Chadbourne, Ogg, Phillips, and Smith:
  • Access Point Name (printed on device label): will be formatted as wa-[bldg]-[room]-1-access

• For all other residence halls:
  • Which colored wall plate jack they are connected to: N/A, Smith Hall
  • Data jack number: N/A, Smith Hall

• For all cases:
• Location and room/apt. number: Smith Hall Rm. 307
• Resident's NetID: bbadger
• Resident's preferred email address: bbadger@wisc.edu
• Phone number where the resident can be reached (preferably a cell phone): 608-222-2222
• MAC Address of Device(also known as the Physical Address/Ethernet ID): 12-34-AB-5C-D6-EF
• Mac Address of Router (also know as WAN/LAN or Ethernet): 12-34-AB-5C-D6-EF
• Complete IP address and any relevant ipconfig/winipconfig results: 172.12.16.4
• Laptop or Desktop: Desktop
• Operating System and Version: OS X 10.12

See Cybersecurity - Copyright Infringement Process and Security - WiscVPN Copyright Quarantine Process

• Notify SNCC about the situation and forward the call to them. SNCC manages OUTAGES for Campus Network Housing.
• Verify IP range before escalating the ticket.
• Confirm agent noted the color of the wall plate jack in the ticket.
• For all wireless issues, see Wireless UWNet Handling Information.

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.

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