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tutorial on the OLIS service system is here - SUNYConnect Service

By Sean Marshall,2014-11-24 09:09
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tutorial on the OLIS service system is here - SUNYConnect Service

    Tutorial on OLIS Service System (Footprints)

Point your browser to http://www.sunyconnect.suny.edu/service. This page contains

    information on:

    ; Web sites that monitor system and network statuses

    ; Contacts for Aleph support.

    ; When and how to contact Serials Solution for 360 Link support.

    ; Who to contact during off hours when you believe the Aleph is down

    ; Who to contact when you believe you are experiencing network problems

    This web page also provides access to the OLIS service system which is used to request services of activities to be performed in the SUNYConnect environment. The OLIS service system is driven by a product called Footprints.

    When entering the service application you will be prompted for an email address to access the Footprints.

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    The Home page is displayed when you first log into FootPrints. It contains 3 frames:

    ; Main frame Contains a welcome message, links to the Knowledge Base, the

    Request form, and your list of current Requests, as well as a list of the most

    popular solutions.

    ; Toolbar Links to all tasks available to Customers.

    ; Top frame - Contains quick search of Solutions and Requests.

    ; We have set this application up so that you can access the SUNYConnect LMS

    Knowledgebase with a drop down menu.

The FootPrints Toolbar in the left frame of your home page has links to all of your tasks in FootPrints. It remains on the left of every page in FootPrints. The options in the Toolbar are:

    ; Home - Go to your FootPrints home page.

    ; Requests

    o Submit Submit a new request to FootPrints (Customer Read/Submit and

    Customer Edit users only).

    o View Mine Display all of your requests.

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    o Search Search your Requests.

    ; Global Issues - View and subscribe to known Issues.

    ; Knowledge Base

    o FAQ Find Solutions to Frequently Asked Questions.

    o View All View all Solutions.

    o Search Search the Knowledge Base.

    PLEASE NOTE: As this is an application for campus service requests, we do not intend to create solutions within this application. However, we have found no way to remove this function.

    ; Reports

    o Pre-Defined Access reports created by the FootPrints Administrator.

    o Advanced Create your own report.

    ; Change Project Access the SUNYConnect LMS Knowledgebase

    ; Help Get help using FootPrints.

    ; Logout End your FootPrints session.

Submitting Requests

To submit a new Request, click “Submit Request” on the FootPrints home page, or

    click the link for Submit” on the FootPrints Toolbar. NOTE ON FIELDS: All fields

    displayed in red are mandatory and must be filled out.

    1. Enter a Subject. This is the subject or summary of the request. It should be

    brief, but descriptive. For example, “Dev refresh” would be a good

    title. “Help!!” would not be a good title, because it does not give any indication

    of the problem.

    2. Select a Priority. Please review the definitions for the four possible options --

    Urgent, High, Medium, Low. It is likely that any one of the OLIS and/or ITEC

    Support Staff will have multiple problems waiting to be resolved at any one time.

    You can help by selecting the priority level most appropriate for your

    problem/question.

    3. Your Contact Information. This section holds your contact information. If this

    is the first time you have submitted a Request, then these fields may be

    blank. Simply fill out the fields with your name, etc. (your email address or other

    unique key will be pre-filled with the data you entered at login time). If you are

    already in the Address Book, then all of the fields will be pre-filled.

    3. Issue Information There is a drop down box called Request Type and Service

    Tasks. Please select the appropriate choice from the drop downs to match your

    need.

    ; Be sure to click on "Service Tasks" drop down menu and select the topic

    that may be appropriate to your question.

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    4. Description - Enter the complete details of your Request. There is no limit to the

    amount of text that can be entered. Be as specific as possible to ensure a quicker

    resolution to your Request. The spell check option is available to check your

    spelling.

    5. Attachments (optional): You have the option to attach one or more files from

    your local machine to your request. For example, you may want to attach a

    screenshot of the error you are receiving, in the form of a .GIF image file.

    6. Submit Request. When you are ready to submit the Request, click “GO”. The

    Request is assigned a number, and you are brought back to the FootPrints home

    page.

Tracking Requests

    Customers can track their Requests in one or both of the following ways, depending on the system configuration:

    ; FootPrints Interface Users can view, search and report on their requests

    when logged in to FootPrints.

    ; Email User automatically receives email notification when request is

    submitted, worked on, and closed.

To view your Requests:

    1. Click the View My Requests” button on the home page, or click “View Mine”

    under the “Requests” heading on the FootPrints Toolbar.

    2. The main frame displays a list of all of your current and past Requests.

    3. To view only your active Requests, click the “Active” link.

    4. To view closed Requests, click the “Closed” link.

    5. To view the details of a Request, click the Title. The latest information on the

    Request, including notes added by internal Agents, will be displayed.

Responding to FootPrints Email

    Customers can receive email updates when their Requests are registered, updated, and closed. You may also have the option to respond to notification emails to communicate with the Agent working on your Request. For example, if the Agent suggests a fix to your problem, you can respond to the notification email informing her that the fix was successful.

To respond to notification email from FootPrints:

    1. Use the “Reply” button in your email package (Outlook, Lotus Notes, etc.) to

    respond to the email.

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    2. The email contains important information about the Issue is the subject line

    (Entry=n,ProjID=3, etc.) This information MUST be kept in the subject line of

    the reply email; it is how FootPrints identifies the Request. The reply-to address

    must also be maintained.

    3. Type your message to the Agent at the top of the email, above the "Please Reply

    Above This Line" note.

    4. Click “Send” to send the email. Your reply will be threaded to your Request in

    FootPrints, and the Agent is notified.

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