Reference
System
Footprints
Footprints is where Help Desk work is recorded. It holds the ticket, its contact, its classification, its assignee, and the description that lets somebody else pick the work up.
TicketingNeeds review
Due for review
This follows a procedure as described, but has not been confirmed against the current system. If what you see does not match, report it.
When you use it
- Every single contact — phone, email, walk-in, in scope or not
- Checking whether a user has called about this before
- Handing work to another team with the context attached
Quick reference
- Form
- New Issue for IT
- Tabs
- Contact Information · Issue Information · Description · Assignees and Notifications · Attachments · Time Tracking
- Required
- Title, Priority, Status, Category, Division
- Defaults
- Priority Medium · Status Open · Division OITR
- Title format
Issue Title USERNAME— two spaces before the username- Classroom titles
BUILDING ROOM Issue USERNAME— location leads- Default assignee
- +Customer Experience for general issues
Watch out for
- Location of Work To Be Done is required for classroom and physical hardware issues — Footprints says so on the form.
- Selecting the first matching contact name. There is more than one Mark — check the User ID.
- Leaving a template's default assignee in place when the workflow needs it removed.
- Leaving notifications on when you are only closing a ticket.
- Pasting an email into the description with formatting, which drags inline images in with it.