What do I do if I have
an eWiSACWIS question or a problem?
To report problems or request assistance with the eWiSACWIS
application, contact the DCF Service Desk.
(608) 264-6323 ,
264-6323 or 414-264-6323 (Milwaukee)
What are the DCF
Service Desk hours of operation?
The DCF Service Desk is open 24 hours a day, 7 days a week to report any
issues or concerns. In the past, service desk staff answered all calls
outside of normal business hours, and logged a ticket for next business
day resolution. With the new process, the DCF Service Desk will only be
staffed by technicians during normal business hours; however, any calls
outside of these hours will be transferred to voicemail for next
business day resolution which is identical to the previous process.
The Service Desks are answered by technicians during the following
business hours. Please note that the DCF Service Desk is not staffed on
Weekends or State Holidays.
DCF Service Desk
Monday – Friday
7:00 AM – 5:00 PM
eWiSACWIS Service Desk
Monday – Friday
7:45 AM – 4:30 PM
eWiSACWIS password resets will continue to be administered by the
Department of Administration (DOA) Division of Enterprise Technology
(DET) Service Desk. They are available 24 hours a day, 7 days a week to
reset your password. See the service desk phone tree structure below for
password resets and 403 forbidden errors.
What happens to my
The DCF Service Desk is setup with a phone tree structure. When you call
the new DCF Service Desk, you will be greeted with an automated message
that will assist in directing your call to the appropriate Service Desk
Select Option 1 for PC, networking or telephone related
questions for State DCF employees.
Select Option 2 for non-eWiSACWIS password resets or
other security related questions.
Select Option 3 for eWiSACWIS related questions.
Select Option 4 for DCF Web Application related
questions such as KCTS and WANDA.
When selecting Option 3, you will be greeted with an additional
automated message that will assist in directing your call based on
whether you have a password reset / a 403 forbidden error or an
Select option 1 for eWiSACWIS password resets or 403
Select option 2 for all other eWiSACWIS related
In the event that a DCF Service Desk technician is not available to answer
your call or if you are calling outside of normal business hours, your
call will be transferred to voicemail. A helpdesk ticket will be
automatically generated for you and transferred to the eWiSACWIS Service
Desk in a timely manner.
should I provide?
The following information is critical when you contact the DCF Service
either by telephone or email. Please provide the same information when
leaving a voicemail.
Provide your correct name, telephone number and email address to
facilitate a quick return response.
Write down the “ticket” or problem reference number you are given. This
number is key to being able to efficiently track the status of a call.
To assist the eWiSACWIS Service Desk technicians when your ticket is
assigned to them, please provide a brief but informative description of
the problem. Information like the Case ID, Provider ID, Person ID and
the page on which the problem occurs will facilitate a quicker response
For case, provider and person records, the ID can be found at the top of
the respective page.
Do not provide names of case or provider
participants when either sending an email, talking to a Service Desk
technician or when leaving a voicemail with your eWiSACWIS issue.
Remember that the first level DCF Service Desk technicians do not
the eWiSACWIS application, so the more detail you can provide, the
better. State if the problem is affecting multiple users. This is
especially important for technical problem calls.
Provide an estimate of severity:
System is inaccessible, no workaround to the problem exists, or a
time-critical deadline exists for the worker.
Worker can perform other activities in the application but it is vital
to get the problem resolved quickly.
Enhancement requests, training questions (“How Do I…”), general
questions and any problem that isn’t Urgent or Critical.
When will I receive a
The response times have not changed and will vary according to the
severity of your call. Therefore, it is important to give the Service
technician an idea of how severe your situation is. The response to
eWiSACWIS application problems are prioritized based on severity as
Calls are responded to within 30 minutes during normal business hours.
Calls are responded to within 1 hour during normal business hours.
Calls are responded to within 4 hours during normal business hours.
Please note that all voicemail left outside of business hours will not
be addressed until the following business day.
What if my call is
As an added benefit, we have added a new
process for critical calls. Your calls are important to us and we strive
to respond to all calls quickly. If your call is deemed critical, your
call will be transferred during normal business hours to the first
available eWiSACWIS Service Desk technician.
We welcome any questions, comments or
suggestions to improve communication. Please send your feedback to
State of Wisconsin
Bureau of Information Technology Services (BITS)
125 South Webster Street, Room 321
Madison, WI 53703-3474