Checklist
Ticket quality check
The final pass before saving a Footprints ticket. Ten seconds of re-reading catches almost every ticket problem.
18 checks·Updated 15 Aug 2026
Run this immediately before you press Save, every time.
Contact information
Correct user selected?
Seeing the right first name is not confirmation. Check the surname, username, and callback number too — there is more than one Mark.
Username verified against the system?
Account type confirmed?
Callback number correct?
Issue information
Correct category selected?
Correct subcategory, where one applies?
Location of Work To Be Done set?
Only when this is a classroom or physical hardware issue
Footprints marks this required for those issue types.
Property tag recorded?
Only when Adelphi-owned equipment is involved
Title and description
Title short, specific, and searchable?
Username at the end of the title, after two spaces?
Description explains what the user actually reported?
Troubleshooting performed and its results documented?
Escalation reason and next steps written out?
Only when the ticket is being escalated
Why it is being escalated, what has already been tried, and what the receiving team needs to do.
No passwords, codes, or sensitive personal details in the description?
Routing and notification
Correct assignee — and any default assignee that should not be there removed?
Notification checkboxes reviewed deliberately?
Assignees, Contact, and CC. Uncheck them when you are only closing a ticket and nobody needs an email about it.
CC recipients added where others need to follow the thread?
Attachments added through the Attachments tab rather than pasted into the description?