Footprints is a fairly easy system to use. Filing an IT support request in Footprints involves logging-in with your Stamford email and registering a “case”. Cases can be of two types:
- Incident – An incident is when a user faces a problem with hardware, software or the network
- Request – A request is in the literal sense, that is, when a user requests for something – be it hardware, software, or anything that has got to do with IT.
Using Footprints (in brief)
- User logs into Footprints using Stamford email.
- User registers a case.
- A support agent on the IT team takes ownership of the case and communicates with the user regarding the problem.
- Once a solution is found, the agent helps the user with the issue
- Agent closes the case.
Using Footprints (detailed)
- End-users can log into Footprints using the IT Helpdesk Login button that appears on all official website(s) of Stamford International University.
- Clicking on the Login button brings up the login screen, where one has to enter a valid Stamford email to login.
- A new incident or request can be lodged via the New Request link in the top menu. Old case and their resolutions (if applicable) are listed below in a chronologically descending manner.
- Enter the details of the case. A short one-line description as well as a detailed description of the problem are required. Once done, the Save button needs to be clicked in order to save / register the case.
Once a case is registered, an automated email outlining the submitted details is sent to the user and the case is put in a queue to be addressed by an IT support agent. Once an agent takes ownership of the case, he / she carries out with further communication with the user (if required) to solve the issue. Resolved cases are flagged as Closed.
Using Footprints via Email
If a user does not wish to go through the above steps, there’s an easy way out. Details of the incident / request can be mailed directly to . It’ll be automatically logged into Footprints and an agent will follow-up with the user in a similar manner.