Incident management system: Footprints

Related pages

Footprints is where we handle all your IT issues, enquiries and problems.

It's also used by some other support departments to handle their queries.

Footprints Customer Portal »

Overview

Eligibility

  • Anyone can email Footprints to submit an issue.
  • University staff and students can log in to submit, view and edit issues.
  • University staff can request to use Footprints as their department's own incident management system.

Use the Footprints Customer Portal to:

  • Submit an issue
  • View and edit your existing issues
  • View any current global issues
  • Browse the Knowledge Base

If you don't have a York account, you can submit enquiries by email to itsupport@york.ac.uk.

All emails sent to itsupport@york.ac.uk are automatically logged into Footprints and assigned a unique issue number.

Your enquiry will initially be looked at by a member of Library & IT Help Desk staff. They will either answer it or pass it on to the appropriate team within IT Services.

When you submit an issue, you will receive an automatic email to let you know it has been received. You will then receive further emails to request more information and/or give you the answer to your question. Staff may also contact you by phone.

Issues will normally be handled Monday to Friday, 9am to 5pm.

Global issues

Footprints is used to advertise known issues that are affecting University IT services. These are displayed in the Footprints customer portal as "global issues".

Feedback

You can also use Footprints to give us feedback about our services. Find out more about the different ways to get in touch, and how we use your comments to improve our services:

Footprints in other departments

A number of other support departments at the University use Footprints to handle their incoming emails.

If your department would like to use Footprints to handle queries, please email itsupport@york.ac.uk for consideration.

There are charges associated with this service.

Our commitments

Service status Live and supported service.
Hours of service 24/7
Service support For help and support with this service, contact the Library & IT Help Desk.
Hours of support Help from the Library & IT Help Desk is available 9am to 5pm, Monday to Friday.
Target availability

General IT Services targets:

Resilience Two servers are mirrored between data centres and have automatic failover in case of disaster.

If the service goes down, access to incoming emails for all workspace can be read and responded to via Google Mail.
Review cycle

Reviewed when standards change or supplier support is removed.

Upgrades are scheduled when released by supplier, usually once a year.

Our performance

Our service standards have been produced in consultation with our customers, and monitor the quality, timeliness and access to facilities and services:

Complaints procedure

If you wish to give us general feedback on this service, please see our Feedback page for ways to get in touch.

If you wish to make a complaint, please see our complaints procedure.

Your responsibilities

All customers

We expect customers to keep us up to date with open issues and provide information in a timely manner when requested.

Issues with no response after a reasonable time may be closed.

Footprints in other departments

Use of the service is subject to the commitment to help with testing and arranging upgrades.