|Service Description: A work ticketing system is a software application that collects customer requests from a wide range of sources and manages them in one location. Requests can include issues such as the need for a password reset, notification of an outage on one or more systems, or a request to develop an integration for a new software purchase.
At UTC, we have three such systems, each with unique functionality:
· Footprints, used by the IT Help Desk, manages all requests for IT support
· Jira, used by several offices, manages requests such as updating a web page
· TMA, used by Facilities and Housing, manages requests for building or dorm maintenance.
A ticketing system reduces the need for individual emails to a single individual that might be missed or delayed if the person is out of the office. The systems also provide management with better reporting and understanding of issues on a more global scale. Ticketing systems are also available 24/7, allowing users to submit problems that require resolution at any time day or night.
|Aliases: Support ticket system, ticketing|
|Audience: All campus constituents|
|To Request Service: Contact the Help Desk by phone at (423) 425-4000, by email at firstname.lastname@example.org, or by submitting a ticket online at https://helpdesk.utc.edu.
Contact the Web Team for issues with the UTC website by submitting a Web Request at https://www.utc.edu/university-web-services/request/index.php.
|Support Contact: Help Desk, UTC Web Team|
|Service Levels: Ticketing systems are available 24/7. Support is available during normal UTC business hours.|
|Service Requirements: To submit tickets to the Help Desk, use your UTC ID and password to access the system.|