Guide
The systems we use
A new technician's first problem is not procedure — it is knowing which of these to open. Each one says what it is for and when it sends you there.
- FootprintsTicketingThe ticketing system. Every contact ends up here, including the ones you redirect elsewhere.
- User LookupAccountsConfirms what a caller tells you — whether the account exists, what state it is in, and what the person has access to.
- SAASAccountsStudent records. Used to verify identity and confirm graduation when a caller does not appear as a current user.
- eCampusAccountsThe Adelphi portal, at portal.adelphi.edu. Also the fastest way to see what MFA methods a user is actually offered.
- EMSSoftwareRoom and event scheduling. Checked before dispatching anyone to a classroom.
- Andromeda (OpenSense VPN)VPNThe second VPN. A caller saying 'the VPN' has not yet told you which one they mean.
- ePlanner (Stellic)SoftwareAcademic planning. ePlanner and Stellic are the same platform — users say either.
- Remote support consoleRemote SupportTaking control of a user's machine, with consent. The most trust-sensitive thing a technician does.
- Help Desk emailTicketingThe shared inbox. Emails become Footprints tickets — cleanly, if you use the right paste.