When will the service level agreements be added?
SLA incorporation is planned to be added very soon.
Project Implementation
How will the Technology Help Center evolve over time?
The Technology Help Center launched to campus users on July 26, 2021 with a single online request form to generate a ticket. Campus users can still contact the service desk via email, phone, chat, or in-person help.
Once the service catalog and knowledge management modules are implemented, those elements will be added to the Technology Help Center and will be searchable by users. Customized forms will be introduced with accompanying help documentation so a user can submit a ticket if the available information does not resolve their issue.
How long will Footprints 12 be available?
Footprints 12 tickets will be available in view-only status after July 26, 2021. The FP 12 contract will be renewed through August 2022, and an archive solution based on retention rules will be determined before that time.
Will we be using all of the features covered in the training videos?
No, not all features from the videos are part of our implementation. For example, we do not have a Bomgar integration so Generate Bomgar session will not appear. No determinations have been made about using the project management module, so Convert to Project and Convert to Project Request are also not available at this time. Other options only appear for certain classifications of tickets or if they are assigned to you or a group you are a member of, some may appear on some tickets and not others.