• Home - Takes you to the FootPrints homepage.
• Requests
  • Submit – Submit a new request to FootPrints.
  • View Mine – Display all of your requests.
  • Search – Search Requests that you have submitted.
• Knowledge Base
  • FAQ – find Solutions to Frequently Asked Questions
  • View All – View all Solutions.
  • Search – Search Solutions.
• Reports
  • Pre-Defined – Access reports created by the FootPrints administrator.
  • Advanced – Create your own report.
• Help – Get help using FootPrints.
• Logout – End your FootPrints session.

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, “Computer does not boot up” would be a good title.  “Help!!” would not be a good title, because it does not give any indication of the problem.

Enter a New title – “Computer does not boot up”

2. Fill in Additional information fields:  If you're opening a Request for someone else, you would enter the name of the person in the Request for (Name): field.  

If the problem pertains to a particular computer, enter that information in the Computer Name field. Example: a computer in Room 132 in the Upper School will have the name U132PCXX (where XX is the computer number).

Select the appropriate building number/problem type if applicable.

3. Description.  Use this to enter the complete details of your Request.  There is no limit to the amount of text that can be entered.  It is designed to contain a complete description of the Request. This field is always mandatory.  Note: you cannot copy/paste attachments to the description field.  You MUST send it as an attachment (see below).

4. 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. 

To attach a file:

a. Click the “Attach File” button.  This brings up a small window entitled “Upload a File Attachment.”

b. Click the “Browse” button to browse your local machine for the file.

c. Use the Browse dialog box to find the file to be attached.  When you find the file, highlight it and click “Open”.

d. The file name and path now appears in the File Attachment window. 

e. To attach additional files, repeat steps a-d for each file to be attached.

f. Click “GO” to attach the file to your Request.  This may take some time depending on the size of the file.

g. When the upload is finished, the file name appears in the Create Issue form.

Attach File

5. 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 homepage.

• FootPrints Interface – you can view, search and report on their requests when logged in to FootPrints.
• Email – you will automatically receive email notification when a request is submitted, worked on, and closed. 

To view your Requests:

1. Click the “View My Requests” button on the homepage, or click “View Mine” under the “Requests” heading on the FootPrints Toolbar.
2. The main frame displays a list of your current and past Requests.
3. 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.

To respond to your Request:

1. Use the “Reply” button in your email package to respond to the email.
2. The new email contains the line ISSUE=n in the subject, where “n” is the number of your FootPrints Request.  This line 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 Help Desk in the body of the email, above the line as specified.
4. Click “Send” to send the email.  Your reply will be threaded to the Request.

• Most Popular Solutions –  The most popular solutions are listed on the Footprints homepage.  These are ranked by their popularity with other users.  To view the details of a Solution, simply click on the Title.  The Description area of the Solution may contain step-by-step instructions, an answer to a question, or a reference to another site for more information.  At the bottom of each Solution, you will see the question “Was this Solution useful to you?”  Check the appropriate answer (Yes or No) based on whether the solution helped you with your problem or question.  It is completely anonymous; only your response is recorded, not your contact information.  Responses are saved and tallied by FootPrints for the “Popularity” ranking. 

• Quick Search – Available from any screen in FootPrints in the top frame.  Search by Keyword or phrase.

• FAQ (Frequently Asked Questions) - Pre-defined categories of Solutions (under construction).
• View All – shows complete list of Solutions.  Click “View All” under the Solutions heading on the FootPrints Toolbar.  A list of all Solutions appears.  Click on the title of a Solution to view the details.
• Advanced Search – Complex search on all fields and criteria. To perform an advanced search, click “Search” under the Knowledge Base heading on the FootPrints Toolbar, or click the link for “Advanced” in the top frame.  This page contains a combination of text fields, drop-down boxes and radio buttons, which allow you to search on any combination of criteria.  Each field acts as a filter.  Only fill in or choose the criteria you want to search on.  Any field that you don’t want to perform a search on should remain untouched.