In the coming weeks, OVPUE IT, OVPUE Communications, and BEST will roll out updated help ticket forms.
In the past, three different codebases have been maintained for OVPUE IT, OVPUE Communications, and BEST to accept help tickets from staff and faculty. When these forms are submitted, a ticket is created in the department’s Footprints support workspace.
This quarter, we completed the migration of these three forms into a single, updated codebase as part of our server migration project. The new forms have:
- fully configurable options for titles, staff members, and form options allowing the same codebase to serve all three departments
- feature to allow staff in all three departments to directly assign tickets to staff and to submit tickets on behalf of anyone at IU (previously available only to OVPUE IT) and to elevate the priority of the ticket through the form
- new direct-link features that allow us to generate URLs that pre-fill the form and (optionally) assign an elevated priority or specific staff members to any tickets the direct-link form generates
- updated “history” feature (previously available only on the OVPUE IT form) that stores your recent form submission data in your browser so you can easily fill in the form with a recent department/service type/service combination and skip to telling the department what issue you’re having.