Quick Customer Notes [Creation + Examples]

Customer notes are a key part of working in Footprints. They are what the user sees when a support ticket is updated, by way of emails sent to the user with requests for information, updates or instruction. However, typing customer notes with near-identical information several times over and over again or pasting from a word processing program during the workday is not remotely feasible for an active department like the CSC, and thankfully Footprints has an option designated Quick Customer Notes that allows anyone with Footprints access to create quick-use templates for insertion as responses to tickets. Customer notes can contain commonly-used instructions and requests, such as remote-in requests, global incident information, BoilerKey instructions, or password change criteria, and can be customized accordingly to accommodate for signatures and contact information.

This Confluence page is designed to walk a new user through creating their own quick customer notes in Footprints, and has numerous examples of provided templates that can be copied and pasted into their own preferences and settings.

Creating a Quick Customer Note

✰ You must be logged into Footprints to create a Quick Customer Note. They are saved individually to user profiles, and can only be re-created by manually copying and pasting their contents.

In the top right corner of your browser window, located next to the gold-tinted font listing your (last name, first initial), you will see three options; Preferences, Sign-out, and Help.
- NOTE: These options will be visible no matter what workspace you are currently in.
- Click on the Preferences button.

This will load the My Preferences page. Underneath the Password entry box, click over from Personal Info to the Issue Page tab.
- NOTE: This will not reload the entire page, but it will change the view of the tabs at which you are looking.
- NOTE: Any changes to the options in these four tabs require you to re-confirm your Footprints password.

NOTE: The Issue Page will pull up adjustable settings for varying views of entries and settings in your ticket view; they are irrelevant to the creation of quick customer notes, and will not be expanded upon in this article.
Near the bottom of the webpage will be a link with a small icon of a pencil, followed by "Configure Quick Customer Note/Signatures".
- Click anywhere on this text or icon to open a new browser window titled "Quick Customer Note".

As seen in the image above, a new adjustable sized window will open when the "Configure" link is clicked.

To create a new quick customer note, designate it with a title, re-confirm your Footprints password in the Password field, and click "GO".
- NOTE: This will load the text editor for your note within the same window. To go back to the quick customer note menu without saving, press ALT + ← on your keyboard.
- NOTE: The title of your new quick customer note can be changed during its creation. You may do so in the first text entry box, as shown by example in the next image below.
Once you have created a quick customer note, it will appear for editing, sorting and deletion in the box designated beneath "Edit, Re-order or Delete Quick Customer Note" in chronologically created order.
- To edit or delete a saved quick customer note, select it and then click the corresponding Edit or Delete icon.
  - NOTE: These changes will not be saved until you re-confirm your Footprints password in the entry field below the 'Select Quick Customer Note' selection box. Deleting an existing note, then clicking on another note to edit it and saving the changes within the edited note's password field will not delete the undesired note in the main Quick Customer Notes window.
When the Quick Customer Note pop-up box has been saved as desired and closed, Footprints will then organize all saved quick customer notes in alphabetical order, regardless of the chronological order in which they were created. Prefacing notes with related subjects to group them together for easier location is recommended; e.g.,"BoilerKey - PIN Reset", "CSDS - Software Installation".
- You can change this established order by clicking 'Sort Ascending' or 'Sort Descending' in the "Edit, Re-order or Delete Quick Customer Note" section.

IMPORTANT: ✰ Please be aware that anything within the above text field of the quick customer note will be customer-facing; this means that they will see it in a reply email if you decide to use it as a template in your ticket response. ✰

The internal title of the quick customer note will not show in your ticket, however, naming it something easily remembered only helps, not hinders, your ticket process.

When you have completed editing your desired quick customer note, click the "SAVE" button. The text editor will then close, the window will show a confirmation message and then return to the main quick customer note page, as seen in the previous image. The title of the created quick customer note will then appear in the list of created notes, and is available for immediate editing or deletion.

Using a Created Quick Customer Note

Once created, a quick customer note can be inserted into the Customer Note field of any existing Footprints Ticket. Click 'Customer Note' in the opened ticket to reply to the user.
This will open the text entry field, along with the text editor and "Search Knowledge Base" option.
- NOTE: If you do not have any quick customer notes created and saved, the option to insert one will not be available; only the option to "Search (the) Knowledge Base" and insert a KB article will show.

Clicking the drop-down "Insert Quick Customer Note" menu will bring up the list of saved notes that you have made available. Selecting a note from the opened list will immediately load it into the text entry field.

IMPORTANT:
✰ Once you have selected a created quick customer note and loaded it into your ticket, Footprints will not allow you to re-select it and automatically load its contents into the ticket's Customer Note if you have already chosen it to populate in the text field. (e.g., selecting "BK - Bad QR Code", then blanking out the populated text, opening the Insert Quick Customer Note window, selecting "BK - Lost / Damaged Device", and then blanking that to try and re-select "BK - Bad QR Code". It will not reload the contents of "BK - Bad QR Code".) Please keep in mind to re-select the first quick customer note, you will have to refresh the entire ticket by pressing F5 or closing the ticket window and reloading it from your Footprints dashboard.

Please be sure to retain any of your entered Issue Information notes (tech notes) that you may have created before refreshing the ticket. ✰

When the selected ticket has been populated into the Customer Note field, it can be edited as needed - inserting requests, information or instructions pertinent to the ticket you are updating for the user.

Once you have finished editing the ticket with information specific to the user's issue, ensure that the rest of the ticket is filled out per ITaP policies and procedures, and click "SAVE" in the top left of the screen to update the ticket and send the email.

Pre-formatted Quick Customer Notes

Click here for a list of prepared quick notes...

✰ IMPORTANT: All prepared quick notes are listed for CSC Specialist convenience and are current as of February 22, 2019.
As with anything customer-facing, before using these quick notes, ensure that the policies and procedures listed within this article are up to date and in accordance with current ITaP functions. ✰
The text in bold is the title of the quick customer note; text in italics is a description of when it would be ideal to use them. Non-formatted text is the intended body of the quick customer note.

• Please update the rows of XXXXXXXXXs with the pertinent information; computer names, software titles, and other requests.

• ACTIVE DIRECTORY ADDITION – This response is for Resolving tickets regarding requests to add users to active directory, following TC approval and successful additions.
--
Thank you for contacting ITaP Customer Service.

The requested user(s) (alias: xxxxxxxx) has/have been added to the AD groups specified:

XXXXXX

For these changes to take effect, they will need to completely log off and log back onto their workstation.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in reference to ticket # XXXXXXXX. You may be placed into a queue due to high call volume; we appreciate your patience.

Thank you.

--

• AgIT APPROVED SOFTWARE – This customer note is used for responding to tickets regarding requests to install software on AgIT machines that already exist within Software Center.
Thank you for contacting ITaP Customer Service.

It appears that XXXXXX is already on AgIT's list of approved software and should allow for immediate install without an administrative prompt.

Please check your machine's Software Center (click on your Start menu [the icon with the Windows™ logo in the bottom left corner of your screen] and search for "Software Center"), search for the desired program in the Available Software tab (the first tab when opening the program), click the checkbox next to its listing and then the Install button in the bottom right-hand corner of Software Center. The application should process and download. A reboot after the program has finished downloading (when it is listed in the "Installed Software" tab instead of the “Available Software” tab) is recommended.

If you have any issues following these instructions, let us know and we can assist you further; feel free to respond to this email, or contact us at 765-494-4000. When calling in, please reference ticket XXXXXXXX. You may be placed into a queue due to high call volume; we appreciate your patience.

Thank you.

--

• BAD QR CODE – This customer note is a response for tickets regarding BoilerKeys that have not been set up correctly. Users will often state that they cannot access their myPurdue using their CAS password post-BK setup; this also serves as a reminder to use their BoilerKey. During troubleshooting, the Specialist will need to check the admin tools at purdue.edu/boilerkey (“Manage customer BoilerKey Tokens (assign, remove, view status, etc”) for keys to retrieve the failed device’s name; if the status of the device says the QR code was not set up correctly, the user will need to confirm their ID for a bypass code to remove the failed key and correctly add it.

Thank you for contacting ITaP Customer Service.

If you are attempting to access your MyPurdue account, please keep in mind that you will need to log in using your BoilerKey, not your career account password. Attempting to reset your career account password through security questions or through the ITaP Customer Service Center will not give you access to this account; as of October 2018, it must be accessed through the PIN,push or PIN,code convention.

However, while looking up your given information, it appears that your previously set up BoilerKey designated "XXXXX" was not properly added to your account; the QR code given during the setup process was not scanned properly by the Duo Mobile app on your device. This can commonly happen when the QR code scanning period times out without a successful addition to your account, or if you forbid the Duo Mobile app access to your device's camera when first opening it during the setup process. You will need to call the ITaP CSC at 765-494-4000 to rectify this issue with a bypass code; due to compliance with FERPA, we cannot access or disclose personal information or verify your ID over email. This must be performed over the phone. Please have your PUID and username ready, and have access to a computer with internet connectivity.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket XXXXX. There may be a queue time due to high call volume; we appreciate your patience.

Thank you.

--

• CSDS SOFTWARE REQUEST – This response can be utilized when a user calls or emails in requesting software to be installed on a CSDS-managed (prefix: 1074-XXXXX) machine that is not pre-approved or able to be pushed through Software Center.

Thank you for contacting ITaP Customer Service.

Unfortunately, your requested software does not appear to be packaged for installation in Software Center, which is the method in which ITaP distributes pre-approved software to CSDS-supported machines.

In order to install this software, we would need the approval of the Technical Coordinator that manages this machine, and an installation request would be sent to the service managers to push the software to the computer. Generally speaking, the turnaround time for a software request can take up to 30 days. Would you like to move forward with this request? I would need to copy your Technical Coordinator on this email to do so.

If you have any further questions or comments, please reply to this email or call us at 765-494-4000. You may be placed into a queue when calling due to high call volume; we appreciate your patience.

Thank you.

--

• CLOSED – EXPIRED RESPONSE – This response is utilized when a ticket has gone beyond the expected resolution time for a support ticket because the user has not yet responded. It alerts them to the fact that the ticket has been marked Resolved without their input, and that they have time to reopen the ticket if the issue they reported persists.

Thank you for contacting the ITaP Customer Service Center.

Since we have not yet received a response from you, per policy your support ticket has been marked as Resolved.

• If your reported issue has been satisfactorily completed, please do not respond to this email, as it will reopen the ticket for further investigation.

• If your reported issue has persisted, or you have additional information to report, please reply to this email so that we can follow up with you.

You have an additional seven (7) days to respond to this email to reopen this ticket if you continue to have problems related to your submitted ticket, or if you feel your issue has not yet been satisfactorily resolved.

After seven (7) days have passed from a set Resolved status, this support ticket will automatically be marked as Closed and you will need submit a new ticket to itap@purdue.edu; you may reference this ticket’s issue number (found in the email header) in your email for follow-up from a Specialist. You may also call the ITaP CSC at 765-494-4000 and follow the prompts to speak to a Specialist and create a new ticket, who will escalate to the proper support group if necessary.

The contact number for the CSC is 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• DOCUMENTATION REQUEST – This response can be utilized when sending a KB article for the user for education on a requested topic, either by request or as a follow-up to a phone call.

Thank you for contacting ITaP Customer Service.

I have provided some documentation below that I believe will assist you in your service request.

This ticket has been marked as Resolved as relevant information has been provided by request; if you have any further issues or questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue when calling due to high call volume; we appreciate your patience.

Thank you.

--

• DUPLICATE TICKET – This response is utilized if a particularly incensed user has sent in multiple separate emails regarding the same topic, creating unnecessary secondary or tertiary and beyond tickets in the FP / open queue / dispatch. Don’t forget to mark the ticket as Resolved – Referred to… when answering with this customer note.

Thank you for contacting ITaP Customer Service.

It seems that a duplicate ticket for this reported issue already exists in our system (#xxxxxxxx).

Because of this, I am going to go ahead and mark this specific ticket as Resolved while we continue to work on the other one for you. For follow-through, any attachments such as screenshots or additional notes pertaining to your issue that you may have added to this email will need to be attached to the original email regarding that issue number instead (# XXXXXXX), as it has already been referred to the proper support team for troubleshooting; they would not have seen this email or any pertinent information within, as it has not been forwarded due to its Resolved status.

If you have any questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• DUPLICATE TICKET CONFUSION – Use this customer note if/when the user replies again to the ticket marked Resolved in the "Duplicate Ticket" quick customer note. They may not understand the way FP works, and continue to reopen multiple duplicate tickets, hindering work progress and extending the shelf life of irrelevant tickets.

Thank you for contacting the ITaP Customer Service Center.

I apologize; it appears that I was unclear with my last message. Each new email that you send to itap@purdue.edu creates a new standalone ticket in our system, regardless of it being sent from the same email address or concerning the same issue. To limit confusion, when we see these duplicate ticket service requests in our queue, we must close them; preferably the newest ones sent, as the original ticket has ideally already been assigned to the proper support team for troubleshooting.

Your original support ticket is still open and is currently being worked on. That existing ticket number, for your reference, is #XXXXXXXX.

Please be assured that we are still investigating your original request to the best of our ability. You can call into the CSC at any time at 765-494-4000 to speak with a Specialist regarding questions or concerns. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• ECN IT REDIRECTION – This response is utilized when a user sends an email or calls in with a problem that concerns an ECN-managed machine. ITaP has no jurisdiction or control over ECN machines; they are set up differently, have a different naming convention and cannot be accessed remotely by ITap Specs, regardless of internal structure management. This is a useful follow-up for users that call in and are directed towards ECN by transfer.

Thank you for contacting ITaP Customer Service.

After reviewing your issue, it appears that device is not under ITaP jurisdiction, and we cannot assist with your request. That device is maintained by ECN IT; as such, you will need to contact them for further assistance.

They can be reached by phone at 765-494-4326 or by email at uds@ecn.purdue.edu.

Thank you.

--

• FOLLOW-UP – This customer note is designed to be customized and is a follow-through email to check up on the user if they have not yet replied or called in on an existing ticket.

I just wanted to follow up with you regarding your xxxxxxxxxx issue. Are you still experiencing the same problems that you have previously reported?

If you could please reply to this email as soon as possible or call us at 765-494-4000, we can either mark your ticket as Resolved or investigate the issue further. For your reference, the ticket number is XXXXXXXX.

You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• FORWARD TO ANOTHER DEPARTMENT – This customer note is commonly used during phone calls or internal FP ticket re-directions; it can be used when assigning the ticket to a different support group.

Thank you for contacting ITaP Customer Service.

I have forwarded your ticket to the proper support team who will be able to further assist you.

Please reply to this email with any additional information by way of text or attachments relevant to your reported issue, however, omit any personal information such as passwords, PINs or PUIDs.

If you have any other comments or questions, please reply to this email or call us at 765-494-4000 and reference the issue number in this email's subject line. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• GENERAL PURPOSE RESPONSE – This customer note is designed to be filled in on a needed basis. Please customize it with your signature for quick use.

Thank you for contacting ITaP Customer Service.

XXXXXXXXXXXXXXX

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket xxxxxx. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• GLOBAL RESPONSE – Utilize this quick note as a response when attaching a ticket to a Global issue.

Thank you for contacting ITaP Customer Service.

We have been receiving several related reports about the problem you've mentioned (in your email/when you called), which is currently being investigated by our alerted service teams.

I am going to attach your ticket to the Global Service Alert so you will receive updates about it as they occur.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• HIKS/WALC REDIRECTION – Use this template as a follow-up response when a local user calls in or sends an email regarding an issue that requires hands-on troubleshooting, such as problems with personal devices, or more commonly, issues with adding email inboxes to personal devices. Not very effective for extension users or retirees living in Montana.

Thank you for contacting ITaP Customer Service.

Per our conversation, at your convenience during the hours listed below, please come to one of our service desks for us to attempt troubleshooting with your device. There is no appointment necessary. You will need to keep in mind that ITaP only provides limited support for personal devices, such as phones and personally-owned laptops, due to liability concerns.

Monday - Thursday
9:00 AM - 8:00 PM

Friday
9:00 AM - 6:00 PM

Saturday
1:00 PM - 5:00 PM

Sunday
1:00 PM - 6:00 PM

If you have any further issues or questions, please reply to this email or call us at 765-494-4000. You may be placed into a queue due to high call volume; we appreciate your patience.

Thank you.

--

• ISSUE COMPLETED – This response can be invoked when quickly marking a ticket as Resolved, such as helping someone with a quick question over the phone. Make a ticket for everything, even quick phone calls!

Thank you for contacting ITaP Customer Service.

I'm glad I was able to help you with your xxxxxxxxxxx issue today. This support ticket has been marked as Resolved.

Within seven (7) business days, this ticket will be permanently marked as Closed. If you have any residual issues or questions pertaining to this support ticket, you can reopen it from its Resolved status within seven (7) days by replying to this email, or calling us at 765-494-4000.

Please reference ticket # XXXXXX when calling. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• LOST OR DAMAGED DEVICE – Use this response when a user emails the CSC about losing/damaging their BoilerKey device (usually their phone). It includes instructions to call in and gives the user an idea of the bypass code process, along with requesting required information for FERPA compliance.

Thank you for contacting ITaP Customer Service.

Since your designated BoilerKey device is lost or damaged, you will need to call into the ITaP CSC to receive a list of one-time use bypass codes to use in the interim of its replacement or recovery. These codes are used in place of the six-digit number or the word 'push' to sign in; however, once they have all been used, you will need to request a new list to continue signing in until you have your phone replaced or repaired. To be given access to your account without your device, you will need to call us at 765-494-4000 with your PUID and username ready, along with access to a computer that has internet capability. Please be prepared to answer some identifying questions to access your account with one of our Specialists.

One of the most secure features of the Duo Mobile app is that transferring existing data from one device to the other does not make a copy of the BoilerKey you already have set up. It treats each installation and setup of the app on each device as a completely different existing instance to prevent someone from simply copying your device's data to their own and allowing access without your consent.

I will also make you aware that if your device is being replaced, or, during the course of its repair, is factory-reset back to working condition, re-downloading the Duo Mobile app as previously stated will not restore access to your account, unless you have the self-recovery option enabled. Once you receive a working device, you will have to call us again to remove the old instance of your previous (or reset) device, and reestablish the new one's connection to your account. Thankfully, these support calls do not take very long to complete, for your convenience. We can help walk you through confirming your ID, receiving the bypass code, signing into the BoilerKey webpage, removing the 'old' instance of your BoilerKey device, and adding the 'new one' (your replaced/reset device).

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket XXXXXX. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• MEET ME REQUEST – Utilize this quick note in tandem with the Meet Me template when sending an email confirmation to a user that has requested a Meet Me call.

Thank you for contacting ITaP Customer Service.

Your Meet Me call request has been recorded as listed and forwarded to the Telephone office. You will receive an email with instructions and a Meet Me call phone number when the request is resolved.

Please keep in mind that Meet Me requests take approximately 24 hours to process.

Thank you.

--

• NEED TC APPROVAL – This customer note is used when a user sends in a software request for their CSDS-managed machine (prefix: 1074-XXXXX) as an update to the end user. This is the part of the 'goes to a TC' that is sent to the user.

Thank you for contacting ITaP Customer Service in regards to installing xxxxxxxxxxxxxx on computer XXXXXXX.

I have sent a message to the Technical Coordinator that manages your computer for installation approval of the software you've requested. Once we hear back from the appropriate staff member, we can proceed with your request.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• NEW DEVICE – BOILERKEY – This customer note is useful for when users email in requesting assistance with a new phone and their BoilerKey. The Specialist will have to have PPS open to confirm the user’s ID through their PUID, address, and date of birth, the BoilerKey admin page pulled up for issuing a bypass code, and (optionally) Catbert for removing a PIN. The bypass code will not work if a PIN is still on the user’s account. The convention for issuing a bypass code is [USER’S CAREER ACCOUNT PASSWORD COMMA BYPASS CODE].

Thank you for contacting ITaP Customer Service.

Since you have received a new device, you will need to log into your account with one of our provided bypass codes, remove the old device from your active list of keys and add the new one as a login device. One of the most secure features of the Duo Mobile app is that simply transferring data from one device to the other does not make a copy of the BoilerKey you already have set up. It treats each installation and setup of the app on each device as a completely different existing instance to prevent someone from simply copying your device's data and allowing access without your consent.

In order to receive a bypass code, you will need to be able to use a computer with internet access, have your PUID and username available, and call us at 765-494-4000. Please be prepared to answer some identifying questions to access your account with one of our Specialists. We can help walk you through confirming your ID, receiving the bypass code, signing in, removing the old device from your account, and adding the new one.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket XXXXXXXX. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• NO LONGER HAVING ISSUES – This customer note is useful for when a user calls in or responds to a follow-up email and states that their issue has been taken care of.

I am glad to hear that you are no longer having issues with xxxxxxxxxxx.

I am going to go ahead and mark this ticket as Resolved for you. You do not need to reply to this email; doing so will reopen the ticket for investigation. It will remain in a Resolved state for seven (7) days before it is automatically designated as Closed; after this time period, if any subsequent issues arise related to your report, a new ticket will need to be created by emailing itap@purdue.edu (preferably referencing this issue number for clarity) or calling the CSC at 765-494-4000.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.
--

• FRAUDULENT EMAIL – This response is useful for when a user concernedly forwards an email to the CSC that clearly has spam, phishing or other malicious intent behind it. Ensure that the user has not clicked on any links, entered any personal information in unfamiliar websites, or downloaded any attachments.

Thank you for contacting ITaP Customer Service.

It appears that this message is fraudulent, created with the intent for phishing, or is spam. If you received an email from a source that you do not know or trust, or believe to be sent from a compromised account, delete it.

Do not click on any provided links or download any attachments in the reported email.

If you have clicked on a link or downloaded a suspicious attachment, immediately call the ITaP Customer Service Center at 765-494-4000 so that we can run a malware scan on the computer to make sure there is no infection. You will also need to reset your career account password for the safety of your account. Please have your PUID ready and be prepared to answer several questions to confirm your identity.

Remember that ITaP or Purdue employees will never ask for your account information, PUID number, BoilerKey PIN or password via unsolicited email or phone contact.

Never give out your personal information unless specifically requested by an ITaP Specialist during account maintenance that you have incited, or enter it into any unsolicited or unfamiliar email response. Even what appear to be functional Purdue email accounts can be compromised; despite the fact that the message is coming from a reputable source, the sender's account could have been infected by the same malware attempt that has just been sent to you.

If you have examples of fraudulent emails you wish to report, please forward them to abuse@purdue.edu. Otherwise, it is safe to ignore and delete them.

If you have any further questions, you can reply to this email or call ITaP Customer Service at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• NOTE TO TC – This customer note is sent directly by CC to a Technical Coordinator when an end user sends in a request for software installation on a CSDS-managed (prefix: 1074-XXXXX) machine. When sending a software installation request, do NOT check the box next to ‘Contact’ under ‘Send Email To’ box in the ‘Assignees and Notifications’ tab; enter the Technical Coordinator’s email into the CC: box and ensure it is checked, otherwise A) the user is notified of the “behind the scenes” request, not the TC and/or B) the TC never gets the request and the ticket stagnates.

The CSC has received a request from alias: xxxxxxxxxx to install the prepackaged software xxxxxxxxxx on a computer that you manage; 1074-xxxxxx.

As the TC for the department, do I have your approval for this installation?

If you have any further questions, you can reply to this email or call ITaP Customer Service at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• NEW DEVICE – This customer note can be used to inform a user that has emailed in requesting assistance with adding a BoilerKey to a newly acquired device (phone, iPad, etc.). They likely already got rid of the old device in an upgrade (or it was nonfunctional) which has made them unable to access their account with PIN,push / PIN,code to set up their BoilerKey themselves.

Thank you for contacting ITaP Customer Service.

Since you have received a new device, you will need to log into your account with one of our provided bypass codes, remove the old device from your active list and add the new one as a new login device. One of the most secure features of the Duo Mobile app is that transferring data from one device to the other does not make a copy of the BoilerKey you already have set up. It treats each installation and setup of the app on each device as a completely different existing instance to prevent someone from simply copying your device's data and allowing access without your consent.

In order to receive a bypass code, you will need to be able to use a computer with internet access, have your PUID and username available, and call us at 765-494-4000. Please be prepared to answer some identifying questions to access your account with one of our Specialists. We can help walk you through confirming your ID, receiving the bypass code, signing in, removing the old device, and adding the new one.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket XXXXXXXX. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• PASSWORD CHANGE – This customer note can be used as a follow-up once a user calls in to have their CAS password reset. Assist them by vocally confirming their ID with their PUID through PPS, issue them a temporary password through Active Directory (if they’re WLAF, not PNW/IUPUI – those users have to have an Account Setup Reset performed) and direct them to http://www.itap.purdue.edu to click the ‘Change a Password’ link.

Thank you for contacting ITaP Customer Service.

I'm glad I was able to help reset your career account password today. Please keep in mind that the password I issued to you is a temporary one and you will want to change that at your earliest convenience for your account’s security.

NOTE: If you are on a Purdue computer, the easiest way to change your password would be to sign into a Purdue-owned and networked computer with your temporary password, then hold down CTRL+ALT+DEL on the keyboard and select “Change a Password" from the bottom of the list provided.

If you are not on a Purdue computer, please follow the instructions below:
• Go to the ITaP homepage. ( https://itap.purdue.edu )
• Click the “Change a Password” link on the page.
• Enter the temporary password that was provided to you by a Specialist over the phone, then enter your desired new password in the boxes provided; the first box for setup, and then the secondary box for confirmation.
• Click 'Change Password'.

NOTE: If you have not set up your challenge questions and need your password reset, visit the ITaP Labs helpdesk in HIKS or WALC and swipe your Purdue ID card. This is your most secure method. You may also call the ITaP Customer Service Center at 765-494-4000 to request a password reset. Be sure you have the following information: your 10 digit PUID number, your name as it appears on official Purdue mailings, and your Purdue career account username. You will be asked additional questions for verification purposes.

Please be aware that your new password must meet the following requirements in order to be accepted:
• Must contain at least 1 letter.
• Must contain at least 1 number or punctuation mark.
• Must NOT contain spaces.
• Must be between 8 and 16 characters long.
• Must contain more than 4 unique characters.
• May not contain easily guessed words, e.g. purdue, itap, boiler.
• May not contain your name or parts of your name.
• Must be a different password than the previous password.
• Passwords may not be re-used for 1 calendar year.

--

• PROGRAM INSTALLATION – This customer note can be used as a Resolved response when updating a user on an approved software request; usually after a TC approves the request in an existing ticket.

Thank you for contacting ITaP Customer Service.

The requested XXXXXXX has been approved and deployed to the machine listed in the support ticket.

It should install on the computer overnight due to automated service processes. However, you may be able to run the installation process sooner on the requested computer by clicking on the Start button -> All Programs -> Microsoft System Center -> Configuration Manager -> Software Center. Under the Available Software tab, if the program you've requested is listed, highlight the intended program to install -> Click Install. You should see a progress percentage appear during the download and installation.

Please keep in mind that due to how software requests are handled and deployed, this installation option may not show up immediately; continue to check Software Center for any updates during your workday. If the requested software has not installed by this time the next business day, please let us know by replying to this email or calling the CSC at 765-494-4000 in reference to ticket XXXXXXXXX.

Due to request process and completion, this ticket has been marked as Resolved; if you have any installation problems or questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• REMOTE IN REQUEST – This customer note is useful for when a Spec has to remote into a machine to troubleshoot an issue that is not clearly laid out in the initial email, or if the repair requires the Spec to remote in regardless. This only applies to computers that the CSC can remote into (1074 machines and Ag-managed machines).

Thank you for contacting ITaP Customer Service.

At your convenience and when you are at your workstation, please call the Customer Service Center at 765-494-4000 and follow the given prompts to speak to a Specialist, as we may need to be able to remote into your Purdue-owned machine to do some troubleshooting.

Please refer to ticket # xxxxxxxxxxxxxxx when calling.

You may be placed into a queue due to high call volume; we appreciate your patience.

Thank you.

--

• REQUEST FOR CALL-BACK – This customer note is useful for when you have attempted to contact the user by phone, but received a voicemail or contact with another user stating they were unavailable.

Thank you for contacting ITaP Customer Service.

I tried to call you today at the contact number listed, but you were out of the office or otherwise unavailable.

At your convenience and while you are at your workstation, please call the CSC at 765-494-4000, or reply to this email with a number and a time at which you can be reliably reached.

Please reference the issue number listed in this email's subject line when calling. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• SHARED DRIVE ADDITION – This ticket is useful as a Resolved response for adding a user to a requested shared drive. Ensure the Technical Coordinator has approved anything requiring Active Directory, and that the correct path has been sent in the initial email. I recommend bolding the part where they log out and log back in; many users don't do this and end up calling the CSC to complain that it wasn't set up correctly, only to have missed the part of the email that says to log out and back in.

Thank you for contacting ITaP Customer Service.

The requested user (alias: xxxxxxx) has been added to the xxxxxxxxxxx group for the xxxxxxx shared drive.

Please have the user completely log out and back in for these changes to take effect.

This ticket has been marked as Resolved due to request completion; if the user has any access problems or questions, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• SOFTWARE REQUEST – Useful for when an Ag-supported user sends an email requesting software installations on an Ag-supported machine, or as a response to an automated Avecto alert in the open queue.

Thank you for contacting ITaP Customer Service with your software request.

At your convenience and when you are at the desired workstation on which you would like this program installed, please call us at 765-494-4000 and follow the voice prompts to speak with a Specialist so we can coordinate this installation with you.

Please reference ticket #xxxxxxxxxxxxx when calling. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• UPDATE + RESOLVED – This customer note is useful when a user returns an email saying that the issue they originally had has been resolved. It lets them know that the ticket is marked as Resolved, and that they have 7 days to respond and reopen it before it’s marked as Closed by Footprints.

Thank you for contacting ITaP Customer Service.

I appreciate being given an update on your issue, and will pass along your information to the appropriate teams.

Based on your contact, it appears that your reported problem has been resolved, so I am going to go ahead and mark your ticket as such. This support ticket will be permanently Closed in seven (7) days by our automated system.

If you have any reoccurring issues or questions, or need to reopen this ticket before it is marked as Closed, please reply to this email or call us at 765-494-4000. You may be placed in a queue due to high call volume; we appreciate your patience.

Thank you.

--

• WORKING QR CODE – This customer note can be utilized when a user sends in an email saying that their BoilerKey has suddenly stopped working, and a cursory glance at their information in the BoilerKey admin page doesn’t explain why. Maybe they’re trying to access myPurdue with CAS, or they may have received a new device and tried to use Duo Mobile without a self-recovery set up, or the app has been uninstalled / the device may have been removed from their account; either way, this response is letting them know preemptively that their account is set up correctly in our accessible systems from what the CSC can see, and that we need to troubleshoot with them why it’s not giving them access. It also tells them what they will need to have present to confirm their ID when calling in.

Thank you for contacting ITaP Customer Service.

If you are attempting to access your MyPurdue account, please keep in mind that you will need to log in using your BoilerKey, not your career account password. Attempting to reset your career account password through security questions or through the ITaP CSC will not give you access to this account; it must be with a log in through the PIN,push or PIN,code convention with your BoilerKey.

However, while looking up your given information, it appears that the BoilerKey you've designated "XXXXXXXXXX" has been properly set up and is ready for use. Our systems show that it should be functioning as intended. However, if you have:

• received a new device and completed a transfer of your personal data from the old device to the new one, or
• not had the Self-Recovery option enabled on your device if Duo Mobile has been removed, or
• factory-reset your existing and functional device during a service or repair, or
• otherwise uninstalled and then reinstalled the Duo Mobile app on your existing device,

this will render the listed Boilerkey unusable. You will need to call the Customer Service Center for a bypass code to get back into your account. We will need to assist you in removing the now-unusable key and adding a new, functional instance of the app to your account.

When calling into the CSC at 765-494-4000, please have your PUID and username ready, be prepared to answer identifying questions, and have access to a computer with an internet connection. Due to FERPA compliance, we cannot perform sensitive account services through email; it must be done over the phone for your account's safety.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket XXXXXXX. You may be placed into a queue due to high call volume; we appreciate your patience.

Thank you.

--

• PASSWORD RESET REQUEST – This customer note can be sent as a response when a user requests to have their password reset through a link that we can send them over email. This service does not exist.The CSC does not provide or confirm personal information or reset passwords without vocally being provided the appropriate information confirmed in PPS ONLY by the requesting user. Parents/authorized users/’power of attorneys’ cannot request password resets; only the owner of the account can vocally confirm their information on the phone/through WebEx in compliance with FERPA.

Thank you for contacting the ITaP Customer Service Center.

In compliance with FERPA, ITaP cannot provide career account password resets, BoilerKey PIN resets, or personally identifying information through email communication. The owner of the requested account will need to call into the CSC personally (they will need to be either on or in physical proximity to the phone), and provide identifying information queried and confirmed through our existing records in order to access sensitive account information and alteration of such information. Parents, relatives, authorized users, guardians or those with power of attorney for the user in question do not fulfill FERPA compliance for account changes.

The CSC has a 24-hour service window for password resets following successful identity confirmation. When calling in, please have your PUID and username ready, and be prepared to answer several questions confirming your identity. The ITaP CSC can be reached by phone at 765-494-4000. Please listen to the available phone options to choose the correct service branch for your account.

If you have any further issues or questions, please reply to this email or call us at 765-494-4000 in regards to ticket XXXXXXX. You may be placed into a queue due to high call volume; we appreciate your patience.

Thank you.

ITaP Customer Service Center

Quick Customer Notes [Creation + Examples]

Analytics

Creating a Quick Customer Note

Using a Created Quick Customer Note

Pre-formatted Quick Customer Notes

Related content