“Footprints” Help Desk Ticket Tracking System

Service Description

“Footprints” is a ticket tracking system used by CIS to track help requests. Emailing helpdesk@hmc.edu will create a new ticket. After creation, an automated reply is sent via email from “HMC CIS Support” to notify the customer that a ticket has been created, and similarly for all updates to the ticket. Customers can send updates to tickets by replying to the generated emails. Notification is sent when a ticket has been closed with the opportunity for feedback through a survey.

Availability

Available to faculty, students and staff at HMC.

How to Access the Service

• Tickets can be created by CIS.
• Tickets are generated when an email is sent to helpdesk@hmc.edu.
• Submitting a Help Desk Request Form, Laptop Reservation Request, or AV Request Form also generates a ticket.
• Requests for after hours support must be made at least 1 week in advance

Related Services

• All CIS Services can be requested using a ticket

Related Links

• AV Request Form
• Laptop Cart Reservation Form

For additional services, please email helpdesk@hmc.edu.