UWEX Handling Information for DoIT Help Desk

Procedure for assisting UWEX students:

1. Log student issue details and contact information

- Name, Email, Phone # and brief description of the issue

2. Use issue-specific info here to try to assist the student

3. Forward issue on to UWEX support with a ticket (resolved or not)

UWEX Information

University of Wisconsin Extended Campus (UWEX) is the Online and Continuing/Professional Education arm of University of Wisconsin System that partners with all 26 UW System campuses to develop and offer academic programs in multiple modalities such as Independent Learning and UW Flexible Option.

The Help Desk handles the non-business hours phone support for UWEX customers and is expected to escalate unresolved tickets to their technical support team from 7am-8am and 6:30pm-11pm Mon-Fri and 7am-11pm Sat-Sun

Independent Learning (Stand alone course offerings)

Collaborative Programs (Semester-based)

Masters	Bachelors	Associate and Certificates
Applied Biotechnology	Applied Computing	Associate of Arts and Sciences
Cybersecurity	Business Management	Project Management Certificate
Data Science	Health Information Management Technology	Certificate in Data Science
Health and Wellness Management	Nursing (BSN@Home)	Certificate in Sustainable Management
Healthcare Administration	Sustainable Management
Information Technology Management
Sustainable Management

Flexible Option Programs (Competency-based)

Bachelors	Associate and Certificates
Business Administration	Associate of Arts and Sciences
Information Science and Technology	Business and Technical Communications Certificate
Diagnostic Imaging	Health Care Informatics Certificate
Health Sciences	Project Management Certificate
Nursing (RN to BSN)	Substance Use Disorders Counselor Certificate

Independent Learning

First-time Access Issue

IL students are sent two welcome emails from IL staff that provide instruction on how to setup their IL Canvas account password. Use this document "here" to assist a student through the process. If the student is getting an "Authentication Failure" error message, confirm student is starting at step 1, and not at Canvas. Only UWEX staff can manage the account password, so if a student is unable to get one-time password to work, collect student info and escalate to UWEX staff

General Access Issue

Confirm if IL students are logging in at IL Website, by selecting "Login" and then "Canvas". If a student is getting an error logging in, use this document to assist with a password reset. If a password reset can't be completed or it does not resolve the issue, collect student info and escalate to UWEX staff.

Collaborative Programs

General Access Issue

Collaborative students access Canvas with "home campus" provisioned credentials. If they are correctly accessing from their home campus' website and are getting a login error, the student will need to be referred to their home campus help Desk for assistance. Escalate student contact and issue info to UWEX staff as well

Flexible Option Programs

Unique Program Access

Select UW Flex Canvas accounts are managed by UWEX: SUDS and Project Management Certificates. Confirm students are accessing Canvas correctly "here". If a password reset is needed, use this document to assist the student. If a password reset can't be completed or it does not resolve the issue, collect student info and escalate to UWEX staff

stuff

How to assist:

Use our main Virtual Lab help document. If the issue relates to username/password or otherwise can't be resolved, collect student contact and issue info and escalate to UWEX staff

Key items that are accessed within the Virtual Lab:

Applications
Microsoft SQL Server
Visual Studio
Visio
Tableau

Add in Proctorio information, link in existing documentation

Pearson MyLab Math

stuff about MLM

Cengage Mindtap

stuff about Mindtap

WebWork

stuff about WebWork