University of Vermont

College of Nursing and Health Sciences
CNHS Footprints

How To Use Footprints at CNHS: Creating and Updating IT Support Requests

General Guidelines for CNHS

  1. If you submit a request yourself rather than having someone else do it, we will be able to resolve your problem more quickly because we can then contact you directly if we need more detailed information.

  2. If you already have a request in the system for a specific problem, it is important to update the current request instead of creating a new one.

  3. If you have a new problem, please create a new request even if you already have a ticket open.

  4. When you create a Footprint via email or the webpage you will receive a confirmation email from cnhshelp@uvm.edu.

  5. If you receive any additional emails from CNHS Computer Help (cnhshelp@uvm.edu) please update your request through email or the webpage. The system has been configured so that you will only receive further emails when we need more information from you.

Creating a new Footprint (IT support request) through the Footprints webpage

  1. Copy/paste this link and go to website: https://footprints.uvm.edu/cnhsgroup.html

  2. Enter your Net ID.

  3. Click on 'New Request' at the top of the page.

  4. At the top of the form where indicated, give a short description (~10 words or less) describing your problem. Helpful description examples: email problem, can't print, computer running slowly, etc.

  5. If it is an urgent matter, change the priority accordingly. Otherwise, leave on medium and we will usually get back to you by the next business day.

  6. In the description section below, describe in detail what the problem is. Please include times when you are available to meet in case it is necessary to set up an appointment to fix your problem. When you are entering a Footprint for someone else, please say who should be contacted (include their phone number, email address, and office location).

  7. Click 'Save' at the top or bottom of the screen. Your ticket has now been entered and you will go back to the main page. You will also receive a confirmation email.

Updating an existing Footprint (IT support request) through the Footprints webpage

  1. Copy/paste this link and go to website: https://footprints.uvm.edu/cnhsgroup.html

  2. Enter your Net ID.

  3. Click on 'Home' at the top of the page.

  4. All requests you have submitted should be shown.  Where it says 'My Requests,' you can narrow the view to 'My Active Requests' or 'My Closed Requests.'

  5. Click on the request you would like to update.

  6. Click the 'Edit' button at the top left.

  7. Enter any new information in the 'Append New Description' box at the bottom.

  8. Click the 'Save' button at the bottom. Your ticket has now been updated and you will go back to the main page.

Creating a new Footprint (IT support request) through email

  1. Create a new email addressed to cnhshelp@uvm.edu

  2. For the subject, give a short description (~10 words or less) describing your problem. Helpful description examples: email problem, can't print, computer running slowly, etc.

  3. If it is an urgent matter, change the priority accordingly. Otherwise, leave on medium and we will usually get back to you by the next day.

  4. In the body of the email, describe in detail what the problem is. Please also include times when you are available to meet in case it is necessary to set up an appointment to fix your problem. When you are entering a Footprint for someone else, please say who should be contacted (include their phone number, email address, and office location).

  5. Send the email. Your ticket has now been entered and you will receive a confirmation email.

Updating an existing Footprint (IT support request) through email

  1. When you receive an email from CNHS Computer Help (cnhshelp@uvm.edu), click the 'Reply' button in your email.

  2. Do not change the subject line or the email address (this is important).

  3. In the body of the email be sure to type your response above the indicated line. Please be as detailed as possible with the information or answers the technician asks you for.

  4. Send the email. Your ticket has now been updated.

Last modified July 12 2012 03:28 PM