We are changing to serve you better!

Posted on Monday, August 20th, 2018
Written by Brian Thomson

The CCS IT Help Center processes tens of thousands of support requests annually. CCS uses a service desk application called "BMC FootPrints" to help manage and track these support requests and to communicate with clients using email notifications. On Saturday August 25, 2018 we will be performing maintenance on FootPrints. The changes being implemented will improve our internal workflow and, more importantly for our clients, new formatting will improve the consistency and clarity of the email notifications that we send to our clients as we work on their service requests.

Updates to CCS IT Help Centre notifications

We have changed the email notifications that are sent to clients to reflect feedback we have received about lack of clarity, inconsistency etc., and our own observation that the information we are trying to convey may be getting lost in an overly busy email message. To this end, we have made some changes to the formatting of these emails, including: 

  • Differentiating between email text that is provided by FootPrints and what is provided by the support agent
  • Clarifying information about the support request and its status
  • Clarifying any action items required by client to keep things moving. 

When will this happen?

Our IT Help Centre FootPrints system will be down for maintenance on Saturday morning. This outage has no effect on our clients as any support requests that are sent to 58888help@uoguelph.ca will be held for processing when FootPrints is put back into service,

Questions/Concerns/Feedback

If you have any questions or concerns about this change, or you would just like to give us feedback about this change or our service in general, please email 58888help@uoguelph.ca