Account & Activation
What are the 3 MAIN steps in activating an account that you would provide to the client?
What is...
1. Go to account.uwm.edu
2. Enter in your Campus ID and Birthdate
3. Create a new password and confirm the password
What are the 2 links that can be accessed when going to paws.uwm.edu?
What is...
PAWS
Designate Access
If someone has a new device and the authenticator app no longer works for them, what team would this go to?
What is...
HD2
What is the place students go to download specific apps on a UWM computer?
What is...
Software Center
If there is no ePanther in the Customer Field, what would you put instead?
What is...
Internal Services
What is the Admissions Portal?
What is..
Admissions portal is a site for incoming students to access their application to UWM.
Where can Students see their Advisor and Enrollment Appointment?
What is...
In PAWS under the Enrollment Dates
A professor is having trouble with the Projector and the device to project the material from the computer to the screen. What team would this go to?
What is...
Classroom Support
What happens if a student drops their laptop in a boiling pot of water?
What is...
Send Tech Repair Alternatives
What is...
WM
Journal
What are the 3 Main methods to authenticate?
What is...
Authenticator App
Mobile (text/call)
Hardware Token
What is the process for parents to reset their Designate account?
What is...
1. Have the student access their PAWS account
2. Go to the Designate Access from the Student Center
3. Click on the specific account and reset the password
What is the proper procedure for taking a CB when needing to give an incident to HD2?
What is...
Collect client phone number & personal email → tell them they'll receive a callback → leave incident open → assign to HD2.
When resetting a password off campus on a laptop (not on university WiFi), will the new password work on an on-campus desktop? How to force sync?
What is...
No → must use old password. To force sync: connect to GlobalProtect VPN → lock device → sign in with new password.
When a ticket is pending user response, Neurons best practices suggest using this status to indicate follow-up is needed.
Bonus Point: What happens when you put it in this status
What is...
'Waiting for Customer'?
Bonus Point: It will automatically send emails and be automatically resolved after 1 week
Explain the difference between Deprovision and Dispatch?
Bonus: Student employee accounts have what type of closure?
What is...
Students get deprovisioned (including Flex students) after 2 full semesters
Employees get dispatched right away
Bonus Point: Their accounts will be deprovisioned
If a student's account is closed according to their WM, will they have access to PAWS?
Bonus Point: What 2 sites will have/not have access to?
What is...
Yes
Bonus Point: UWM email and Canvas
If a client experiences an out of order with a WEPA Printer, this goes to this team?
Bonus Point: Who handles office printers?
What is...
Pay for Print
Bonus Point: Desktop Support
What form do you need to fill out when someone needs to request a Teams Headset?
What is...
IT Purchase Request Form
What are 5 ways that you would be able to see a client's alternative email?
What is...
1) Customer Section
2) Preferred Method
3) ID Manage
4) HD2 Request on Teams
5) Initial Contact via Personal email
What is ISSS Application Portal?
What is...
Center for International Education has a portal for new applicant for international students who will need a visa to attend!
Why are students having trouble enrolling in classes in PAWS?
What is...
They need to complete their Holds and ToDos as well as pay any outstanding balances
What team handles duplicate EMPLOYEE accounts?
What is...
IAM
Can instructors merge their personal and UWM Zomm accounts?
What is...
Yes but it needs to have been setup with a UWM email (for personal use)
You can view this to see who worked on an incident
What is Audit History?