***WORK IN PROGRESS***
This article outlines the expectations for working tickets from the ITPM_CSC_DISPATCH queue report in FootPrintsTeamDynamix. The purpose of DISPATCH is to be a central hub for tickets coming into FootPrintsTeamDynamix. Working tickets in FootPrints TeamDynamix 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 queuereport.
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.
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Many times, customers will put sensitive or restricted data in their email to itap@purdueit@purdue.edu. This could be a PUID, password, social security number, credit card information, etc. When this ticket comes into DISPATCH, the CSC Service Desk needs to remove this information before moving the ticket along. This can be removed in the 'Description' 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 tabField after pressing 'Edit' on a ticket. If a customer replies to a ticket with a comment containing sensitive information, the ticket will need to be recreated without the sensitive information on the user's behalf. The original ticket will need to be sent to IT_PWL_ITSMO for deletion.
To remove this information, highlight the sensitive or restricted information and overwrite it with the word 'REDACTED'. Once this information has been removed, you may continue to work the ticket.
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