Ticket Monitoring

Footprints Monitoring

What do we need to look at?

  • Check the "New" Tickets
  • Check the "Request" Tickets

Things to check and change.

  • check Ticket Summary. Update if needed.
  • check Ticket Information. Update Category + Level 2 if needed.
  • check Assigned (you may need to remove yourself if you are not part of the auto-assignment)
  • before SAVING, check Staff Assigned / Send Email. If this is just an update, you can uncheck one (1) to all three (3) groups to NOT resend emails.
  • if this ticket does NOT require any work by UTS/EA Team, you may be able to use an "Insert Quick Message" to provide instructions and mark ticket resolved.

HINTS;

  • search for other tickets to see what Category / Level 2 was assigned.
  • search for other tickets to see if a "standard" Description was used.

Description Naming Standards

SysApplication - Type - Description (Case#) (UserID) (**PersonWorking**) (mm/dd/yyyy)

SysApplication:

  • Banner
  • Banner9SS
  • Evisions9 (Argos / IntelleCheck / FormFusion )

  • UC4
  • GoAnywhere

  • DegreeWorks

  • eForms
  • PerfectForms

  • mySail
  • BDM
  • Workflow
  • ODBC
  • ODS
  • EDW
  • Runner (RunnerEDQ / ClnAddr)

Type:

  • Issue
  • Upgrade
  • Question
  • Security
  • Request

Optional fields -

  • Case (Case#): from Ellucian from Evisions from Vendor
  • User ID (UserID): (netid) - handy for security and follow-up
  • Person Assigned (**PersonWorking**) : may allow us to know if a Ticket is being worked (**Name**) (**Unassigned**)

  • PROD Date (PROD mm/dd/yyyy): day to be moved, installed in PROD (for CM)

Examples -

Banner - Issue - SZREXPG - Job Aborts (Case# 123456) (brown234) (**Unassigned**)
Banner - Request - Update Users Banner - Data Fix - FTVFUND
Banner9SS - Issue - Registration - Can't register for Class (**Unassigned**)
Argos - Security - New Group of Users to Registrar Folder (brown234) (**Unassigned**)
Banner - Upgrade - Banner Finance 9.x.y.z (07/04/2023) (**dngong**)


  • DBHowTo