11/4/08 - ISSS to start using FootPrints to track and manage computer support requests
In order to better serve our customers ISSS will begin the full use of FootPrints to manage and track computer support issues and requests on Wednesday, October 22. ISSS has been testing FootPrints the last couple weeks from our website, and for phone support calls. FootPrints is collaborative web-based software that allows central tracking and management of customer support issues. The collaborative FootPrints server at the UM is maintained by Information Technology Central Services (ITCS), the College of LS&A, and the School of Information. ISSS will use FootPrints to track and manage computer support issues and requests. FootPrints will allow ISSS to better monitor support issues and resolutions, isolate frequent and common user problems, keep historical records of issues and resolutions, create useful knowledge bases, create support reports, and improve support communications with users. As part of the information security plan, and with the advice of ITSS, ISSS will also be using FootPrints to report and monitor information security incidents.
Some additional FootPrints benefits to our customers:
-Ticket numbers assigned to issues: Customer reported issues are assigned ticket numbers for easier tracking of issues.
-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 http://request.umich.edu/isss/helpdesk to open a new issue or to review the history of all open and closed issues in their names.
-Global Issue Notification: When a similar issue, such as a network printer being offline, affects multiple customers, they can subscribe to receive notification when the issue is resolved.
Requesting support from the ISSS website: To request technology assistance from the ISSS Help Desk (http://www.umich.edu/~isss/emailhelp.html, or http://www.umich.edu/~isss/ and choose Request Computer Assistance), please do the following:
1. Navigate to http://request.umich.edu/isss/helpdesk
2. Enter your uniqname and Kerberos password
3. Click on Submit Request
4. Fill out all fields with the appropriate information and click Save (*please include as much detail as possible*).
5. You will receive a notification via email that your ticket was received. Someone will contact you to provide assistance as soon as possible.
Requesting support by emailing isssemail@umich.edu:
When customers email isssemail@umich.edu, they will receive a notification via email that their issue was received and that someone will contact them. The email will contain the ticket number assigned to their issue and a link to FootPrints if they wish to monitor their request.
Requesting support by phone: Users can still make phone requests, and don't need to do anything else.