How a ticket works

The Footprints New Issue form, tab by tab, and what belongs in each field.

The title

Short, specific, consistent. It is what everyone sees in a queue, a search result, and a notification.

General ticket

Issue Title  USERNAME

Cannot Sign In To Email  JSMITH01
VPN Fails At Authentication  ADOE22

Classroom ticket — location leads

BUILDING ROOM Issue  USERNAME

NEX 135 Projector Not Working  JOHNSMITH

Two spaces before the username, every time. It is a consistent separator, which is what makes the username reliably findable when searching Footprints.

The form

Fields marked with a red asterisk in Footprints are required.

Contact Information

RequiredWho the ticket is for.

Last name / First name: Required. Check both — there is more than one Mark.
User ID: The definitive field. Verify it rather than inferring from the name.
Phone: A callback number. Ask for a second one if only an office line is on file.
Department: Helps distinguish people with similar names.
Email / Secondary email: Secondary matters most on alumni tickets — it may be the only address that still works.
Location: Where the person is.

Issue Information

RequiredHow the ticket is classified and routed.

Inquiry: How the request reached you. Defaults to Phone.
Category: Required. Can change which team receives the ticket, so it is part of troubleshooting.
Division: Required. Defaults to OITR.
Location Of Work To Be Done: Required for classroom and physical hardware issues — Footprints says so on the form.
Room: Alongside the location.
Primary Assignee: Can be set here as well as on the Assignees tab.

Description

RequiredThe account of what happened. This is the ticket; everything else is metadata.

What the user reported: In their words, with the error text verbatim.
What you verified: Account type, device, network — facts, not impressions.
What you tried: And the result of each attempt, including failures.
Where it stands: Resolved, blocked on something named, or escalated.
Insert Quick Description: Drops in a saved block of text.
Search Knowledge Base: Searches documented solutions without leaving the ticket.

Assignees and Notifications

Who works it, and who gets emailed.

Workspace Members → Assignees: Move the owning group across. Groups are prefixed with +.
Send Email To — Assignees: The group picking it up.
Send Email To — Contact: The user. Off when they already know.
CC: Anyone else who needs to follow the thread.
Send Survey to Customer: Leave alone unless the workflow calls for it.

Attachments

Files. Never pasted into the description.

Attach Files: Screenshots and documents go here, separately from the description text.

The category list is incomplete

The full category list has not been provided. Only 'Multimedia' is known, from the classroom workflow. The dropdown showed 'Make a Selection' with no options expanded, so nothing else could be read from the screenshot. Until it is filled in, check with a supervisor rather than picking the closest-looking option.

Routing

Correct assignment is part of correct troubleshooting, not filing.

+Customer Experience is the default for general Help Desk issues. Technical issues may belong to another IT team, another department, or a specialist group.

The full group list has not been captured yet — The Workspace Members list is scrollable and only the first ten entries were visible. The remainder still need capturing, along with which group handles which issue type — particularly the TSS / Lab Consultant entries used by the classroom workflow.

Some templates arrive with an assignee already selected. Check the Assignees box before saving — the classroom workflow in particular requires removing a default so the notification reaches TSS.