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Submit a help ticket in FootPrints 12

Services: 

Learn how to create and submit a help ticket in Footprints 12.

Submitting a help ticket or directly contacting the Help Desk at 610-758-4357 / helpdesk@lehigh.edu is the fastest way to receive service. Please allow up to one business day for initial response.

Step Number: 
1
Action: 

Login to FootPrints using your Lehigh credentials: https://go.lehigh.edu/fp12

Screenshot: 
fp login
Step Number: 
2
Action: 

FootPrints will open to the Submit a ticket tab where you can choose what type of ticket you would like to create: Incident or Request

  • Double-click Incident to report an LTS device, system, or service that is broken or doesn't work. 
  • Double-click Request to request training, setup, or help for an LTS device, system, or service that is working normally.
Screenshot: 
Create a Help Ticket tab
Step Number: 
3
Action: 

After choosing your ticket type, you will be presented with buttons that represent the categories of service LTS provides. Double-click on a category--use the names and descriptions of the categories to guide your choice. If you are unsure which category to pick, double-click on General Help.

Screenshot: 
Service categories screen
Step Number: 
4
Action: 

Double-click on a service that most closely represents what you need or are experiencing.

Note: You can use the links at the left, above the buttons to navigate back to prior pages.

Screenshot: 
Services screen
Step Number: 
5
Action: 

The Service Information page provides details, information, tips, and links regarding the service you are requesting. Click the Request Service button to open the ticket form.  

Screenshot: 
Request service button
Step Number: 
6
Action: 

Use the fields on the ticket form to provide contact information for you or the person the ticket is for, the details of the ticket, and any other fields that are required.

Once you have filled out the necessary fields, click the Submit button towards the top-left of the ticket form to submit the ticket to LTS.

Screenshot: 
Submit button
Step Number: 
7
Action: 

After your ticket is submitted, you will receive an email confirmation from LTS with your ticket details. You can reply to this email anytime to update the ticket.

To learn how to view and update your tickets in Footprints, see these instructions: http://lts.lehigh.edu/services/stepwise-instructions/view-and-update-service-tickets-footprints

Screenshot: 
email confirmation

For additional help, please contact the LTS Help Desk at 610-758-4357 or helpdesk@lehigh.edu