By default, the Dashboard Search Lists show tickets in all statuses except Closed.

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1 Set Up 1. Login with NetId at 2. The first time you login, you will be asked to run this: 3. Enable Pop ups from FootPrints Creating Searches to Show Active Status Tickets By default, the Dashboard Search Lists show tickets in all statuses except Closed. To create a saved search for your team that only includes Assigned, Work in Progress, Pending, Pending User, User Responded, and Request (from the web or contact form): 1. Below the Search box button, select Advanced Search On the Ticket Criteria tab, select the team or teams that you would like to include in the search from the Assigned To field on the left. You may control/command+click to select more than one team. 2

2 3. Again on the Ticket Criteria tab, select the following statuses in the Status field to the right: Assigned, Work in Progress, Pending, Pending User, User Responded, and Request. You may control/command+click to select more than one Status. 4. Select the Save/Run tab, name your search and click Go. You may repeat this process for tickets assigned directly to you by choosing your name from the Assigned To field in Step 2. You will now see this saved search under the Personal Saved Searches heading in the Dashboard Search List. To set this search as your default search when you log into FootPrints: 1. Select Preferences in the upper-right-hand corner. 2. Select the Home Page tab 3. Scroll down to the option for Default List. 4. From the drop down, scroll to the bottom of the list and you will see your personal saved searches listed at the bottom. Select the appropriate search. 5. Enter your password into the Password field at the top of the page and click Save.

3 New Ticket The FootPrints New Ticket form consists of several tabs: 1. Contact Information Record the contact information for the Primary POC and Secondary POC (if necessary). 2. Case Details Record detailed information about the case 3. Note for Customer Send/track correspondence with the Primary POC. 4. CI Links Used to link customers to equipment. (Not yet implemented) 5. Attachments Attach files to the ticket (25 MB file size limit). 6. Assignees and Notifications Assign the case to a team or individual. Also, choose who is ed on the request: customer, assignee, or a CC: address. 7. Time Tracking Track the time you have spent working on the ticket. At the top of every ticket, the Short Description, Status, Request Type, Urgency, Impact and Priority fields are shown Short Description Short descriptions should be a short, concise overview of the issue Examples: NetID Password Reset Outlook can t send/receive mail Stats software access *Note: When a case is escalated, the Short Description should be changed to reflect the issue being escalated. For example, if a call starts off as a password reset and it turns out they also need an alias added to their Volmail account, the Short Description should be updated to reflect the request. Status New Status during ticket creation. Assigned Assigned or escalated to a person or group for triage. Work in Progress Currently being worked on. Pending Waiting on the person working the ticket and the item listed in the Pending Reason field

4 Pending User Waiting on the Primary POC to respond to the ticket. User Responded - The Primary POC has responded to a ticket. Resolved We have given the customer resolution of their issue. Referred Unable to assist user and/or referred to other means of problem resolution. Closed Status of ticket after the 6 th business day. Declined Status of a ticket where they asked for something unsupported by and outside of the scope of OIT. Duplicate Multiple tickets regarding the same problem exist on behalf of the end-user. Pending Reason Parts Waiting on parts from the user In Queue In queue at the Walk-in Service Center Response Waiting for the user to contact us regarding the ticket Requester Information Used by NSRequest Scheduled Appointment has been scheduled At Third Party Ticket is waiting on request from non-oit personnel Approval Waiting on approval to proceed Investigation We will respond to the user after investigating the cause of the issue. Infected Security - 2BDisabled Security Disabled Security 2BEnabled Security Unregistered Security Security Scan Security Request Type There are 3 total types of requests: Incidents, Service Requests, (created in the Incident and Request Workspace) and Problems (created in the Problem Management Workspace). When you create a ticket, you will need to determine whether the case is an incident, service request, or problem based on the guidelines below. In general, the HelpDesk will create most Problem tickets for major events/outages and link it to a Global Ticket. Problem - The unknown root cause of one or more incidents. Incident An incident is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example, failure of one disk from a mirror set. Basically, if something was working properly, but now it is broken, we will consider it an incident. Other Examples: Service ( , Banner, Online@UT) not available, application bug, system down, printer not printing Service Request A request from an end-user for: information, advice, a routine service request (install software, reset password, etc.), access to an IT Service.

5 Urgency Urgency is the acceptable delay in resolving the issue. There are four urgency rankings: Urgent, High, Medium, And Normal Urgent Impacts Enterprise Impacts multiple business units High Process stopped; user cannot work System and/or service unavailable No work around available Medium Process affected; certain functions are unavailable to user System and/or service is degraded May or may not have workaround available Normal Process affected; certain functions are unavailable to user System and/or service inconvenienced but still available Workaround available Impact Impact will be determined by the number of users or business processes affected. There are three impact rankings: High, Medium and Low. High Entire department, floor, or group Greater than 100 people affected Medium Between people affected Low Less than 20 people affected Priority Once you choose the Impact & Urgency in FootPrints, the Priority will be automatically assigned after the ticket is saved based on the following chart. Incident priority may be adjusted when incidents are escalated to Level 2 or Level 3 support staff based on further analysis of the issue. The priority may also change over the life of the incident. URGENCY IMPACT High Medium Low Urgent Critical Critical High High Critical High Medium Medium High Medium Normal Normal Medium Normal Normal

6 Ticket Details Tab The Ticket Details tab is used to record detailed information about the case. Fields in red require an entry. The information entered in the Work Log field cannot be altered once the Case is saved, but additions can be made. The Work Log field must be updated with each record update. Support personnel may view previous entries within the Work Log at any time by clicking on the View Complete Field Data button & 7 Details. 4. Work Log. Details Fully detailed description of problem. This field is to supply the technician with any additional information needed to resolve the case. Work Log Detail ALL troubleshooting done to resolve or attempt to resolve the problem. This field is important for documenting all troubleshooting or work that has been done. This information becomes extremely valuable for when users call back with a similar issue. The next person to take the call should be able to look back and see exactly what work has already been done in troubleshooting the problem. 1. Affected Service (Primary) The Primary Service that is affected in regards to the issue. Please see the Horizontal Remedy PDF for more information. 2. Service Owner Filled in automatically when Affected Service (Primary) is selected. 3. Source The original source of the interaction. a. HelpDesk Phone Call taken while logged into the ACD lines in the call center b. Direct Call Call directly to your phone c. Ticket created from an d. Walk In Ticket generated when someone walks into the HelpDesk for help e. Commons Tickets generated from the Commons HelpDesk and Computer Support. f. Chat Tickets generated from OCS (rarely used)

7 g. HDVM Ticket generated from HelpDesk Voice Mails h. Contact Form Tickets generated from the online contact form i. KB Classifies tickets in the Knowledge Base j. Operations Ticket generated from an issue in the Operations machine room k. Web Ticket generated from the authenticated Self Service portal or Knowledge Base. 4. Ticket Classification: Ticket classification is broken down into 3-4 levels, Category, Type, Item, & Sub-item These fields are used for classification purposes to help find and define tickets, as well as run reports. 5. On-site Scheduled Used to record when an on-site visit has been scheduled. If FootPrints two-way sync is enabled, this will send a calendar invitation to the assignee. If using Outlook, the Primary POC will receive a calendar invitation. 6. SLA Response Time: SLA defining how quickly IT will acknowledge the issue. 7. SLA Due Date: SLA defining the deadline for which an issue should be resolved based on Priority before being in breach of the Incident Management SLA s. Note for Customer Tab Used for correspondence back and forth with the Primary POC. Preset Quick Descriptions and Signatures are also available here. Click View Complete Note for Customer to view the entire dialog. notifications are sent to the customer for all tickets that are in the following statuses: New (creation), Pending User and Resolved. CI Links Tab Used to link customers to equipment. (Not yet implemented) Attachments Tab Attach files to the ticket (25 MB file size limit). Assignees and Notifications Tab Assign the case to a team or individual. Also, choose who is ed on the request: customer, assignee, or a CC: address. notifications are sent to the customer for all tickets that are in the following statuses: New (creation), Pending User and Resolved. notifications are sent to the assignee for all tickets that are in the following statuses: New, Assigned. Time Tracking Tab Automatic Time Tracking Time is automatically tracked while the new ticket form is open and being edited. Additional Time Spent Here you will record how much time you spent during the interaction with the caller in hours/minutes or a Start and End Date/Time. Existing Time Tracking Data Here you can see the historical time-tracking data for the ticket. History Tab The History Tab shows a detailed history of everything that has occurred or changed in a ticket. It shows the Date, Time, User, and Action for each time a ticket is saved. You can view the Complete History, Ticket History Only, History Only, or Voting History Only (only used in Change Management).