Footprints

https://support.cpcc.edu/

Footprints is the primary method by which the Help Desk is contacted. Footprints is a case management system developed by BMC and utilized by Information Technology Services (ITS). This system allows ITS to document, track, and report on service requests that are received on a daily basis.

ITS uses Footprints to communicate and coordinate requests with other Departments internal and external to ITS.

Hours

For assistance with Footprints, you can contact the ITS Help Desk at the times listed below:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

Request Submission

When clients contact the Help Desk via Email, Phone, or Voicemail a request is created for tracking purposes.

Clients can create requests and have them submitted to the Help Desk by emailing HelpDesk@cpcc.edu or by visiting the site https://support.cpcc.edu, signing on and then completing all the required information.

Knowledge base Access

Footprints also acts as a centralized Knowledge base with a large portion accessible to all Faculty/Staff/Students.

Through Footprints the Help Desk makes available important Articles that users may use to aid them in resolving any known issues that have solutions documented. The Help Desk makes every effort to keep the Knowledge Base current and up-to-date for clients.

Access Hours

Footprints can be accessed at any time throughout the day. In the case of an outage (scheduled or not) the Help Desk shall notify users of such.

If a user submits a request through Footprints, the Help Desk shall commit to respond within the following targeted time frames:

Request Type

Targeted Response Time

Email

2 Hours

Voicemail

30 minutes

 

** Please note that the times above are targeted times during normal business hours.

SLA Definitions 

The below SLA will be the standard by which all service requests will follow:

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

Critical

Within 8 hours

Issue Age 4 Hours

Issue not resolved after 8 business hours

7 business days after Escalation I

4 business days after Escalation II

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

 

SLA Workflow Steps

If the issue is not resolved on the day prior to escalation:  

  • a single issue notification e-mail will be sent to the assignee(s) of that issue.

If the issue extends beyond the SLA assigned to the set priority the status of the issue will be changed to “Escalated” (Escalation I):  

  • A single issue notification e-mail will be sent to the team leader of the assignee(s) and the assignee(s).
  • The color of the issue will be adjusted to Blue within Footprints.

If the issue has not been Resolved/Closed within a (7) day period after the initial escalation (Escalation I), the status of the issue will be changed to “Re-Escalated” (Escalation II).

  • A single issue notification e-mail will be sent to the supervisor and team leader of the assignee(s) as well as the Associate CIO.  
  • The color of the issue will be adjusted to Orange within Footprints.

If the issue has not been Resolved/Closed within a (4) day period after re-escalation (Escalation II) the status of the issue will be changed to “Escalation III”

  • A single issue notification e-mail will be sent to the supervisor and team leader of the assignee(s) as well as the Associate CIO and VP/CIO.  
  • The color of the issue will be adjusted to Red within Footprints.

Status Definitions

To provide a better understanding of how service requests are labeled by Status, descriptions have been detailed below:

In Progress:

  • Actively being worked on
  • Not awaiting customer response

Awaiting Internal Response:

  • Pending ITS staff update
  • Not awaiting customer response/update
  • Not awaiting 3rd party response/update

Awaiting Customer Response:

  • Awaiting communication from customer for information/updates.
  • This status will not trigger an Escalation if it has breached the SLA for its priority until the status is changed to something other than “Awaiting Customer Response”, “Awaiting Parts”, or “Scheduled”.

Awaiting Parts:

  • Additional parts are required to complete this request and their receipt is pending.
  • This status will not trigger an Escalation if it has breached the SLA for its priority until the status is changed to something other than “Awaiting Customer Response”, “Awaiting Parts”, or “Scheduled”.

Scheduled:

  • Actions necessary to complete this request have been scheduled for a later date.
  • When this status is selected it requires the input of date of completion
  • This status will not trigger an Escalation if it has breached the SLA for its priority until the status is changed to something other than “Awaiting Customer Response”, “Awaiting Parts”, or “Scheduled”.

Working with Vendor:

  • Vendor assistance is required to complete this request and communications with the vendor are ongoing while this status is present.

Awaiting Approval:

  • Authorization is required before further action can be taken.

Previously Closed:

  • This status is only present when a customer has re-opened a request by responding to the service request notification via email or an ITS employee re-opens a resolved request.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.