Footprints

The college has acquired an improved help desk software package called FootPrints as a means of submitting and managing IT issues for resolution.     

All issues that are to be resolved by Provincial Competency Center staff at Ridge Road and Headquarters will be submitted via this method  using the "PCC Support Services" project.

Note :  If your campus uses FootPrints to include IT Campus Support, simply select “IT Campus Support” from the project drop down list to submit your Campus IT issues. All campuses will adopt this method of requesting support in the near future. 

 Provincial Business System issues include:

• PeopleSoft support and Development
• Wide Area Network Administration
• Wide Area Network Security
• Provincial Database Administration
• Provincial System Administration

 

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Footprints Help Desk is used to request support for Business System issues such as problems relating to PeopleSoft Financial Services, PeopleSoft Student Services / Human Resources, e-mail or any other problem revolving around business systems.   

Your e-mail username and password will allow you access to FootPrints. The username is in the format firstname.lastname.  Note:  @cna.nl.ca is not required .

• Creating Footprints Issues
• Using Footprints to Submit Provincial IT Issues-Customers

This new help desk software will provide better notification, tracking, and reporting on IT issues.

Customers

Submitting an Issue

If you have an issue with for consideration by provincial IT staff, follow the steps below to submit the issue :

1. Load Internet Explorer and connect to http://fp.cna.nl.ca (‘fp’ for FootPrints)
2. Select ‘PCC Support Services’ from the ‘Select a Project to log into’ dropdown list
3. Enter your email username and password. It’s the same username as you use for Microsft Outlook. Enter the username only WITHOUT the ‘@cna.nl.ca’ part. The username is of the form ‘first name.last name’ The password is the same password as you use for Outlook email.
4. Click ‘Submit Request’
5. Fill out the fields on the screen one at a time. Any screenshots, attachments, etc can be added via the ‘Attachments’ part of the form.
6. When complete, click ‘Go’

Your issue will then be sent to the appropriate individual for resolution. Notifications will be sent via email to you and to the person assigned the task. Email notifications will be sent through each stage of the issue resolution. Any correspondence on the issue can be viewed by the software by viewing the status of the issue.

View Status of an Issue

To view the status of any request, follow the steps below

1. Log in as outlined above
2. Click on ‘View My Requests’. Any outstanding requests that you have submitted can be viewed via this mechanism.
3. Click on the issue in question. All current detail on the issue will be displayed.

Updating an Issue

You will receive notification when your issue has been assigned to an agent. Questions and follow-ups will be sent to you via email. When you reply to queries via email, these replies will become part of the status of the issue and can be viewed as indicated above.

Agents Agents are defined as functional super-users, provincial IT staff, or support personnel. Guidelines for issue management are as follows : All issues for resolution by functional super-users or provincial IT staff are to be submitted by this system. Functional super-users should encourage their staff to submit issues via this method. With this approach, once an issue is escalated to either the provincial IT staff for resolution, all issue history from the point of origin will be available. Escalation rules are in place as follows : All Student issues upon creation will be assigned to Sharon Quilty All Finance issues upon creation will be assigned to Lilly Squires All HR/Payroll issues upon creation will be assigned to the HR Functional Specialist. Agents will be able to re-assign issues as necessary. Time spent on an issue must be entered each time an issue is edited. Cummulative time spent per issue and overall will be tracked via this method. Email correspondence regarding issues that does not make it’s way to FP is discouraged.