ITaP research computing begins using FootPrints ticketing system

April 8, 2011

ITaP’s research computing unit the Rosen Center for Advanced Computing is now using Numara FootPrints to manage user requests and problems, as well as for incident reports, changes and service-level management.

Research computing users will still contact rcac-help@purdue.edu to initiate a support ticket and Rosen Center staff will still respond via email, but the messages that come back from the system will look differently.

Behind the scenes, FootPrints should improve the experience of faculty, staff and students who use ITaP’s research computing resources. Among other things, FootPrints will allow Rosen Center support ticket managers to configure a database to track, and predict, patterns to minimize the impact of problems.

FootPrints also should facilitate coordination between the Rosen Center and other ITaP and campus information technology units, many of which already are using the system. The software allows tickets to be shared easily among units in order to find a satisfactory solution.

Research computing users with questions about FootPrints can contact rcac-help@purdue.edu.

ITaP and other campus units began implementing FootPrints earlier this year to replace several ticketing systems in use across the West Lafayette campus, meeting an objective of Purdue’s Campus Information Technology Plan to reduce redundant services through departmental collaboration. A committee representing numerous campus units evaluated several products and found FootPrints the best choice.

Writer: Greg Kline, science and technology writer, Information Technology at Purdue (ITaP), 765-494-8167 (office), 765-426-8545 (mobile), gkline@purdue.edu

Originally posted: April 8, 2011