FootPrints FAQ
FootPrints FAQ Collaborative FootPrints Server FootPrints Terminology
FootPrints is a highly customizable, web-based commercial software product that allows you to centrally track and manage customer support issues.
Who’s using FootPrints at U-M?
As of June 2004, the College of LS&A, Medical School, and University Libraries maintain FootPrints servers solely for their own use.
For units that want the benefits of FootPrints without administering their own server, a collaborative FootPrints server is maintained by Information Technology Central Services (ITCS), the College of LS&A, and the School of Information.
Project administrators and agents can join a peer listserv mailing list where they can ask questions, get answers, and share tips. People who are considering using FootPrints can also benefit.
What are the benefits to my group?
| Customizable
Interface | Department administrators can define shared views, while individual users can create views that help make them most efficient. |
| E-mail Alerts | Rules can be created for e-mail notifications of critical support issues. |
| Searching | Provides extensive search capabilities, including full text. |
| Reporting
Features | Agents can view issues assigned to them as well as a summary of all active and closed issues. Provides over a dozen pre-defined reports, including historical tracking, as well as customizable reporting. |
| Time Tracking | Includes providing total time devoted to an issue. |
| Knowledgebases | Allows users to create knowledgebases containing tips and solutions. |
| Create Global
Issues | Allows a wide-spread problem to be consolidated so that all individual issues are linked to it. |
What are the benefits to our customers?
Project managers can customize their projects with the following configurable options.
| Automatic E-mail
Notification | Customers receive automatic e-mail notification whenever an issue has been opened in their names and whenever the issue has been updated. |
| Online
Self-Service | Customers can login to FootPrints to open a new issue or to review the history of all open and closed issues in their names. |
| Global Issue
Notification | When multiple customers are affected by a similar issue — such as a network printer being offline — they can subscribe to receive notification when the issue is resolved. |
Can I test FootPrints to see if it will work for us?
Yes, a test server — available to all U-M faculty and staff — can be accessed at http://request-test.itcs.umich.edu/.
Where can I find documentation and support?
Documentation is available at request.umich.edu; click on "Documentation and resources for using this system."
UniPress Software maintains a FootPrints support knowledgebase.
What is U-M’s license agreement for FootPrints?
The University purchased a FootPrints license for the Ann Arbor campus. A consortium of campus units funds the FootPrints license.
If you decide to run your own server — as opposed to using the ITCS-LS&A-SI collaborative server — you will need to join the consortium. For details, please contact either
I still have a question.
For more information, please contact us.
June 11, 2008
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