• Service Users: UW-Madison students, staff, faculty and guests of the UW.

• Availability: Unknown

• Server Information: Unknown

• Unique Support Conditions: Help Desk provides best efforts support over the phone, if unable to resolve, ask the customer to bring their machine to the Onsite Help Desk for further troubleshooting. No appointment is needed.

  Home networks are not supported. Refer customer to the vendor of the wireless router and to the Home Networking Self-Help document for assistance.

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

• Wireless (UWNet)
  
  
  • CAMPUS NETWORK
    • Wireless

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:

• Wireless IP Address: 72.33.0.138
• Does the computer see any available wireless networks/SSIDs? (e.g., "eduroam", "UWNet", "UWNET-building name" or a departmental SSID): UWNet
• Machine type (is it desktop or a laptop), OS & model: Macbook Pro running OS X 10.7
• Applicable error messages: N/A; computer periodically disconnects without warning.
• Any recent changes to machine (install, uninstall, upgrades, and/or adding/removing devices): No
• Building Name: College Library
• Building room number; if in an open space/no room number, ask for the closest building landmark to help pinpoint the location: 3rd floor quiet reading room
• MAC Address (MUST be wifi adapter/"wireless lan adapter" [Windows]): 12-34-AB-5C-D6-EF
• Time of occurrence: 03/22/2019 at 12:02PM
• Single or multiple occurrence(s): single

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.

None.