OBIEE Support

End-user issues and questions are to be reported to the Institution (campus) Support Contact who will provide Level 1 support and communicate with the institution’s users.  Institution Support Contacts are listed on the UWBI Support web page ((https://www.wisconsin.edu/bi/uwbi-support/).

Issues not resolved by Institution Support Contact are to be escalated to Customer Support at UWSS Service Operations.  The Service Operations Customer Support team will work directly with the Institution’s Support Contact.

Email:  serviceoperations@uwss.wisconsin.edu
Web:  Support Request
Phone:  (888) 298-0141 or (608) 262-0600

Getting Help from the Customer Support:  https://kb.uwss.wisconsin.edu/page.php?id=17960

  • Types of topics or issues Institution Support Contact resolves:
    • Login problem
    • User can login, but cannot access institution’s content
    • Questions or issues with institution reports
    • Requests for institution’s report enhancements or new reports and dashboards
    • Local institution’s data is incorrect (e.g., student data)

Types of issues to escalate to Customer Support at UWSS Service Operations:

  • Unable to access shared HRS reports and dashboards
  • Shared HRS data are incorrect
  • Requests for enhances or new HR reports
  • BI training and resources

 

Support Process Example

Team Scope

Team Scope
Institution Support Contact • First point of contact for end users at the institutions regarding any OBIEE issue or question. The Institution Support contact will: o Resolve issue or escalate to Central Support UWSA Help Desk (Service Center AGs) o Communicate resolution, answer, or status to user
UWSA Service Center Support team (Affinity Group Support Team) • Escalation point for Institution Support Contacts

• Only Institution Support Contacts are able to report an issue. If a person not named as on Institution Support contact list, the UWSC AG Support team will direct the customer to their Institution’s support contact

• Issue will be recorded in Cherwell

HRS/SFS Reporting Team • Triage any reported HRS related issues with a relevant issue category • Resolve the issue or escalate to appropriate team
SSG-ERP-App Sup-BI/Rptg • Address issues assigned or escalate to another team
HRS Security • Address issues assigned or escalate to another team
DRMT • Address issues assigned or escalate to another team
Systems Engineering • Address issues assigned or escalate to another team
Middleware • Address issues assigned or escalate to another team

To contact your institution for UWBI support, please refer to the table below for specific information on where to direct your institution UWBI questions and support inquiries. If your institution is not listed, contact the UWBI Enterprise Support at uwbi@uwsa.edu.

Institution Support Contacts

Institution Contact Email and Phone Virtual Private Network (VPN) Assistance
UW-Eau Claire LTS Help Desk helpdesk@uwec.edu
715.836.5711
https://www.uwec.edu/kb/article/vpn-installation-and-use-globalprotect/
UW-Green Bay IT Help Desk Helpdesk@uwgb.edu
920.465.2309
Helpdesk@uwgb.edu
920.465.2309
UW-La Crosse Eagle Help Desk helpdesk@uwlax.edu
608.785.8774
https://www.uwlax.edu/its/network-telecom/vpn-virtual-private-network/
UW-Madison HRIS HRIS@ohr.wisc.edu  https://it.wisc.edu/services/wiscvpn/
UW-Milwaukee Enterprise Data Management Team edm-team@uwm.edu https://kb.uwm.edu/page.php?id=83286
UW-Oshkosh UWBI Team Carla Clark
clarkc@uwosh.edu
920.424.1199Ricky Johnson
johnsonr@uwosh.edu
920.424.3020
https://kb.uwosh.edu/page.php?id=71039
UW-Parkside Nick Brumback brumback@uwp.edu
262.595.2482
https://kb.uwp.edu/internal/page.php?id=44172
UW-Platteville Help Desk helpdesk@uwplatt.edu
608.342.1400
https://campus.uwplatt.edu/help-desk
Virtual Desktop KB
UW-River Falls DoTS Service Center dots@uwrf.edu
715.425.3687
https://technology.uwrf.edu/TDClient/KB/ArticleDet?ID=10551
UW-Shared Services UWBI Support serviceoperations@uwss.wisconsin.edu https://kb.uwss.wisconsin.edu/102941
UW-System Administration UWBI Support serviceoperations@uwss.wisconsin.edu https://kb.uwss.wisconsin.edu/102941 
UW-Stevens Point Shawn Voth svoth@uwsp.edu
715.346.2833
https://www.uwsp.edu/infotech/Pages/Tutorials/VPN/VPN-Setup-Guides.aspx
UW-Stout UWBI Support UWBITechnicalSupport@uwstout.edu https://kb.uwstout.edu/page.php?id=67023
UW-Superior Dorothy Frechette dfrechet@uwsuper.edu
715.394.8577
https://www.uwsuper.edu/technology/faqs.cfm#faqTopic2913566
UW-Whitewater Mike Olson olsonm@uww.edu
262.472.7776
https://www.uww.edu/icit/services/remote-access