How to submit a Helpdesk request to Footprints

The following text reflects version 0.1 of this document which is attached to this page as a PDF file.

Introduction

This document provides details on how to submit support requests to the OMII-UK Helpdesk system (Footprints).

The preferred entry route into the helpdesk system is via the Support Options page on the OMII-UK website (http://www.omii.ac.uk/support/). This page contains links to support in two areas 1) the OMII-UK Release and 2) the OMII-UK Website and wiki. Under the OMII-UK Release support section, the user is directed to the appropriate support material and a link is provided to the OMII-UK helpdesk page (http://www.omii.ac.uk/support/HelpDesk.jsp). This page enables information relating to the query to be captured in a structured form:

Helpdesk Request Form

Fields marked with an asterisk(*) are mandatory. They are also marked in red on the web page.

Request Details

*Title	A descriptive title for the support request
*Activity	A drop-down list to describe what you were doing when the problem occurred
Package	A drop-down list to select the software that you were using
Version	The version number of the OMII release
Platform	The operating system used
Service Provider Installation	The OMII-UK services used
Service Provider Administrator	The services provider email, if used
Website URL	If the problem is with the website identifies the URL that contains the problem

Contact Information

The following mandatory fields are completed automatically if you are logged in

*Contact Name	User name
*Email address	User email address
*Organisation	Organisation/Institution
Secondary email address	Alternative email address
Department	Department name
Phone Number	Contact phone number

Request Description

Description of the request, problem or error. Please provide as much detail as possible to help us resolve the issue as quickly as possible.

Support Process

Once a request is submitted a ticket number is generated within our Footprints system and the status of the issue is set to Request. It will be assigned to the relevant agent and the status will change to Open. Further interaction between the user and the helpdesk, relating to this issue, must be through the Footprints system email. When an agent replies to your issue please reply to this email rather than sending a new email to support@omii.ac.uk. If you do this a new ticket number will be raised as Footprints will assume this is a new request. During the communication between a support agent and a user the status will change from Agent Replied to User Replied. Once a request has been resolved its status will be set to Resolved. As long as no further issues are raised for this request its status will be set to Closed.

Direct email request

The preferred method of raising a request is to use the OMII-UK helpdesk page (http://www.omii.ac.uk/support/HelpDesk.jsp) as this collects the information we require in a structured way. However, emails sent to support@omii.ac.uk also generate a ticket in Footprints and this is an alternative way of raising a request.