Managing the Issue Lifecycle in IT Service Manager (FootPrints)

IT Service Manager (BMC FootPrints) is the ticketing system used by Northwestern IT, Student Affairs IT, Feinberg IT and Office of Research IT to log, triage and complete support tickets (issues). This article explains the basic business functions an agent would use to create, modify, communicate with customers and close issues. If an agent has questions about these instructions, they can create a ticket and assign it to the NUIT_TSS_Tier_2 group.

Login to IT Service Manager:
  1. Navigate to the IT Service Manager login page
  2. Log in with your NetID and NetID password, the IT Service Manager Home Screen will be displayed.

Creating a New Issue

Click for NUIT How-To Video Step-by-Step Demo

  1. Click New Issue from the toolbar.
  2. Enter Title
  3. Select Request Type that most closely matches the Issue.
    • Use Service Request for planned work.
    • Use Incident for unplanned issues.
  4. Select Impact and Urgency from their respective drop-down menus
  5. (Required) Click the Contact Information Tab
    • Enter NetID, press Enter. Verify the contact information that populates is correct.
  6. (Optional) Provide Other Contact Information
    • Select Yes in the "I am requesting support for someone else?" box
    • Click the Service Recipient Tab
    • Enter the Service Recipient’s NetID, press Enter. Verify the contact information that populates is correct.
  7. (Required) Click the Issue Information Tab
    • Select the Service, Category and Sub-Category (if necessary) that most closely match the Issue
    • Enter a Description that clearly explains the issue being reported, and troubleshooting steps that have already been taken (Note: Descriptions entered into tickets are visible to the customer through the self-service portal)
    • (Optional) Enter Additional Diagnostic Information like location of the machine, equipment type, operating system and browser, as necessary.
    • (Optional) Enter Internal Notes.The internal notes field is only to be used to log deep, technical information about issues that should not be shown to the customer because it would only confuse them. (Note: The Internal Notes field is not shown to customers)
  8. (Optional) Click the Attachments Tab
    • Click Attach Files
    • Click Browse
    • Select the appropriate file
    • Click Open
    • Click GO to complete the attachment upload
  9. (Required) Click the Assignees and Notifications Tab
    • Select Assignment Group and Assignees
      • To Assign Issues to a Team (recommended)
        1. Click the appropriate Assignment Group
        2. Click Assign Team
        3. Use the left facing arrow to move the selected team into the Assignees section box
      • To Assign Issues to a Team and Agent (not recommended)
        1. Click the appropriate Assignment Group
        2. Click Assign Team
        3. Use the left facing arrow to move the selected team into the Assignees section box
        4. Click the Agent name
        5. Use the left facing arrow to move the selected team into the Assignees section box
      • To Assign Issues to an Agent (not recommended)
        1. Click the appropriate Assignment Group
        2. Click the Agent name
        3. Use the left facing arrow to move the selected team into the Assignees section box
    • (Optional) Send Email To:
      • Use these checkboxes to control who see’s system generated email notifications from IT Service Manager
        1. Select Assignees to have messages sent to Teams and Agents in the Assignees box
        2. Select Contact to have messages sent to the people listed on the Contact Information and Service Recipient tabs
        3. Add additional email address to the CC: field to add additional people to the system generated email notifications that are sent
  10. Click Save, a confirmation of the Issues creation will appear. Once the confirmation message closes, you will be directed to the IT Service Manager Home page

Searching for an Issue

Click for NUIT How-To Video Step-by-Step Demo

There are 3 easy ways to search for issues in IT Service Manager:

Search for an Issue Using the Issue View

  1. Select the Issue List
  2. Click the list drop-down menu
  3. Select All Issues
  4. Search for the Issue using the available criteria. Clicking on column headers (like Status or Assignees) will sort Issue data in an ascending or descending fashion
  5. Click the Issue Number, it will open in a new window. The Home screen will remain open in the existing window and may be utilized, if necessary, to select a different Issue

Search for an Issue Using the Quick Search Bar

  1. Enter keyword(s) in the Search Field at the top of the Home Page. (Note: The Quick Search Bar uses Boolean logical operators.  Please use ‘AND‘ or ‘OR‘ in between search words to return good matches.  If you use context base search (How do I reset my password?), that exact phrase would need to appear in an Issue to return that issue in the results.  A better option would be to use RESET AND PASSWORD.)

Search for an Issue Using the Reports Button

  1. Click the Reports button on the Toolbar
  2. Click New Report from the selection list
  3. Click the Issue Criteria Tab.  (Note: The Issue Criteria tab will contain most data field that an Agent would need to use to search for tickets (fields like Title, Status, Assigned To, etc..)
  4. Enter Criteria or select Choice from Drop Down boxes
  5. Click the Save/Run Tab
    • Add a Report Name
  6. Click GO. Depending on the report display options selected, your report will run and display

Opening an Existing Issue

  1. Click the Issue Number, the Issue will open in a new window. The Home screen will remain open in the existing window and may be utilized, if necessary, to select a different Issue.
    • If the Issue is not visible in the My Assignments Issue list:
      1. Select the Issue List.
      2. Click the list drop-down menu.
      3. Select All Issues.
      4. Search for an Issue, using the available criteria to search for the issue. Clicking on column headers (like Status or Assignees) will sort Issue data in an ascending or descending fashion.
      5. Click the Issue Number, the Issue will open in a new window. The Home screen will remain open in the existing window and may be utilized, if necessary, to select a different Issue.

Updating an Existing Issue

  1. (Optional) Update Status, Update Impact, Update Urgency.
  2. (Optional) Click on the Contact Information Tab, update contact information as necessary.
  3. (Optional) Click on the Service Recipient Tab, update service recipient information as necessary.
  4. Click on the Issue Information Tab.
    • Enter new information into the Append New Description field.
  5. Click Save. A confirmation of the Issue update will appear.
  6. Click Close Window. Once the confirmation message closes, you will be directed to the IT Service Manager Home page.

Updating an Existing Issue to Change the Assignment Group

  1. Click on the Issue Information Tab.
  2. Update the Description field.
  3. Click on the Assignees and Notifications Tab.
  4. Clear the currently assigned group from the Assignees field
    • Selecting the current group name.
    • Clicking the left facing arrow to remove the group.
  5. Select the appropriate Assignment Group.
    • Click the right facing arrow to move the selection into the Assignees field.
  6. Click Save, a confirmation of the Issue update will appear.
  7. Click Close Window. Once the confirmation message closes, you will be directed to the IT Service Manager Home page.

Updating an Existing Issue to Change the Assignee

  1. Click on the Issue Information Tab.
  2. Update the Description field.
  3. Click on the Assignees and Notifications Tab.
  4. Clear the currently assigned Agent from the Assignees field
    • Selecting the current Agent.
    • Clicking the left facing arrow to remove the agent.
  5. Select the appropriate Agent or choose Assign Team from the Assignment Group.
    • Click the right facing arrow to move the new Agent/Team selection into the Assignees field.
  6. Click the Assignees checkbox under SEND EMAIL TO section.
    • This ensures that the new Assignee/Team gets a notification email of the ticket assignment.
  7. Click Save, a confirmation of the Issue update will appear.
  8. Click Close Window. Once the confirmation message closes, you will be directed to the IT Service Manager Home page.

Sending Outgoing Email Correspondence to a Customer

  1. Change the Status drop-down to Pending Customer.
  2. Click on the Issue Information Tab.
  3. Enter the text you wish to send to the customer in the Append New Description box. This text will be emailed to the customer. The end user can reply to the message to provide the requested additional information.
  4. Click Save, a confirmation of the Issue update will appear.
  5. Click Close Window. Once the confirmation message closes, you will be directed to the IT Service Manager Home page.

Reviewing Incoming Email Correspondence from a Customer

  1. In the Issues List, Issues which have received email response will have the status of "Customer Responded".
  2. Click on the Issue Information Tab.
  3. Review the customer response in the Complete Description box. Any attachments that the customer has submitted will be located in the Attachments Tab.

 Reviewing Incoming Email Correspondence History for an Issue

  1. Click on the Issue Information Tab.
  2. Review previous Outgoing Correspondence.
    • Any correspondence sent by Agents will be shown in the Complete Description box. Each entry into the Description log is time stamped with Date, Time, and the Agents name who submitted the response.
    • Agents can also click on the History Tab to see the Issue history. An agent can then clicking on the Email History only link to view only email related tasks.

 Completing an Issue

  1. Change the Status drop-down to Completed
  2. Enter a Completion Code that best fits the status of the Issue at resolution. (Why is this issue resolved?)
  3. Enter a description in the Append New Description box. This text will be emailed to the end user as the issue's solution
  4. Enter a description in the Internal Notes (Required) on the Issue’s resolution
  5. Click Save, a confirmation of the Issue update will appear
  6. Click Close Window. Once the confirmation message closes, you will be directed to the IT Service Manager Home page.



Keywords:issue footprints "it service manager" it service manager ticket tickets issues lifecycle   Doc ID:68970
Owner:TSS IT Service Management .Group:Northwestern
Created:2016-11-22 15:03 CSTUpdated:2018-12-19 15:17 CST
Sites:Northwestern
Feedback:  0   0