CIS to make more use of Footprints ticket system

Partly as a result of our recent BAO and CIS service initiative CIS has committed to making more effective use of the issue tracking system Numara Footprints.  This system is housed at Pomona College and is used by most of the Claremont Colleges, though each has a separate section in the database.

CIS has developed a process for working with the ticket system which identifies roles, responsibilities and the stages in the ticket life cycle. There’s a quick overview in the following slideshow.

Essentially, there are three roles and three life cycle stages. The roles are “user” (you, the customer!),  “assignee” (members of CIS staff that do the work), and “owner” (member of CIS staff responsible for guiding the ticket through to completion).  The “owner” plays a customer advocate role to ensure that we provide the service we aspire to provide.

Why would you care about any of this? If we put issues in a ticket system they are less likely to be forgotten, and are seen by more than one pair of eyes. We will be able to track the work we do at CIS better, and build a knowledge base of solutions to common problems.  You don’t have to know the details of who does what in order to see your requests answered.  And we’ll be able to ask you for specific feedback about individual service requests.

I am very impressed with CIS staff member’s quick adoption of our process.  We’ve had a couple of “ticket squashing” pizza parties that resulted in closing large numbers of issues and, when we identified nearly 200 older tickets that did not have an owner assigned, the group pulled together to eliminate this problem in less than one day.

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