This article outlines the expectations for working tickets from the ITPM_CSC_DISPATCH queue in FootPrints. The purpose of DISPATCH is to be a central hub for tickets coming into FootPrints. Working tickets in FootPrints is like that of a traffic controller; making sure tickets go in the right direction and get to their destination. Below you will find common information when moving tickets out of the DISPATCH queue.
NOTE: When assigning tickets, always assign to a TEAM, rather than an individual. If an individual is out of the office, they may not see the ticket and it will go untouched until they return.
Sensitive & Restricted Data
Many times, customers will put sensitive or restricted data in their email to itap@purdue.edu. When this ticket comes into DISPATCH, the CSC needs to remove this information before moving the ticket along. This can be removed in the 'Edit Most Recent Customer Note' field on the Customer Note tab. If you do not have this tab, it can be enabled in your FootPrints preferences on the Issue Page tab.
To remove this information, highlight the sensitive or restricted information and overwrite it with the word 'OMITTED'. Once this information has been removed, you may continue to work the ticket.
Crosswalk
Using the crosswalk, tickets are to be dispatched to the appropriate team. The first thing you need to look at is the ‘History’ tab of the ticket. On this tab, you can locate the email address where the ticket was sent to (aka the ‘To:’ entry). If it isn’t directed to itap@purdue.edu then it will need to be escalated to the associated group via the crosswalk (attached). The screenshot below shows a ticket that was in the queue and was addressed to itap@purdue.edu.
...
- For Faculty and Staff, assign tickets to ITPM_CSC_SPECIALISTS.
NOTE: Staff listed with the Position Title Student Service should be assigned to ITPM_CSC_REPRESENTATIVES. - For Students, assign tickets to ITPM_CSC_REPRESENTATIVES.
Categorization & Priority
...
When customers leave a voicemail after calling 4-4000, a copy of this message is sent to itap@purdue.edu and it generates a ticket. These voicemail tickets will come into DISPATCH. As such, the attached message should be listened to, with a description of the issue written up in the tech notes, a brief description updated in the ticket title, and the customer information updated, if possible.
...