How CIS uses the Footprints ticket system

1. January 2012

2. CIS is dedicated to providing excellent client-centered
services to the HMC community. We promote the
mission of HMC with reliable, innovative, and
convenient technology. We provide customer support
that is friendly, knowledgeable, and responsive while
working collaboratively with clients to develop
effective and relevant solutions.
Created by CIS in Sep 2009

3. Ticket Life
Cycle Owner Assignee User
If not owner, Tells story or
Collect
Request Information
review
assignment
makes request
ONCE
Ensure work is Do work, Answers
communicate additional
Open done & keep
user informed
with owner or questions, gets
user as needed updates
Check work,; let Signs off that
Assert finished, work is indeed
Finished user know;
gather feedback
review feedback finished; gives
feedback

4. Ticket Life
Cycle Owner Assignee User
If not owner, Tells story or
Collect
Request Information
review
assignment
makes request
ONCE
Ensure work is Do work, Answers
communicate additional
Open done & keep
user informed
with owner or questions, gets
user as needed updates
Check work; let Signs off that
Assert finished, work is indeed
Finished user know;
gather feedback
review feedback finished; gives
feedback

5. Ticket Life
Cycle Owner Assignee User
If not owner, Tells story or
Collect
Request Information
review
assignment
makes request
ONCE
Ensure work is Do work, Answers
communicate additional
Open done & keep
user informed
with owner or questions, gets
user as needed updates
Check work; let Signs off that
Assert finished, work is indeed
Finished user know;
gather feedback
review feedback finished; gives
feedback

6. Ticket Life
cycle Owner Assignee User
If not owner, Tells story or
Collect
Request Information
review
assignment
makes request
ONCE
Ensure work is Do work, Answers
communicate additional
Open done & keep
user informed
with owner or questions, gets
user as needed updates
Check work; let Signs off that
Assert finished, work is indeed
Finished user know;
gather feedback
review feedback finished; gives
feedback

7. Ticket Life
cycle Owner Assignee User
If not owner, Tells story or
Collect
Request Information
review
assignment
makes request
ONCE
Ensure work is Do work, Answers
communicate additional
Open done & keep
user informed
with owner or questions, gets
user as needed updates
Check work; let Signs off that
Assert finished, work is indeed
Finished user know;
gather feedback
review feedback finished; gives
feedback