Support Ticket Changes from U-M ITS


By Matthew J. Adams
Aug 07, 2013 Bookmark and Share

Tonight, August 7, 2013, LSA-IT and U-M ITS will be migrating the help desk ticketing system from Footprints to the ServiceLink platform. 

While the changes outlined below will have very little impact upon your support from LSA Web Services (us), you can read more about the transition on the University Record and in David Sweetman's email at the bottom of this update.

Unchanged: Please continue to send all support requests to lsa.web.support@umich.edu.

Changed:

  • The language of the automated e-mail replies will be slightly different: Most significant will be the reference to the 4-HELP support phone number. While the support desk will be unable to answer CMS-related questions on the spot, they will now take your request for support and forward it to the appropriate party.
  • The manner in which tickets are closed: Beginning tomorrow, LSA Web Services staff will be unable to mark tickets as "Closed." Instead, the ticket will be marked "Resolved," which will trigger an e-mail to the requestor, giving her/him an opportunity to verify resolution and reply that the ticket is indeed "Closed." Non-responses will automatically be set to a "Resolved" state and closed after 5 days.


Chairs, Directors, and Key Administrators,

Just a friendly reminder that IT in LSA will be implementing enhanced service request processes beginning tomorrow (Thursday, August 8). This change will in no way impact how you and your unit request support from IT; you can continue to use the same phone numbers, email addresses, or web forms as you have previously. However, there will be a couple notable changes: (1) we will be leveraging a common pool of expert phone support - you may hear a new voice when you call for support and (2) e-mail correspondence for the new service will be sent from 4Help@umich.edu - please know this e-mail address will be used for computer support in LSA.

Please forward this message as you see appropriate.

Thank you in advance for your support as we continue to work to better serve you.


David S. Sweetman, Ph.D.
Senior Manager, Information Technology
College of Literature, Science, and the Arts
University of Michigan