USA Staffing Help Desk - FootPrints February 2011 HQ CHRA NAF Division

FootPrints USA Staffing (Core) Help Desk Application Manager Help Desk Staffed by the User Support Section and HRTT by OPM USA Staffing users Application Manager Help Desk Applicants seeking Federal employment Selection Manager Help site Selecting Officials seeking to fill their positions

FootPrints Login Page https://eshelp.opm.gov NOTE: UserID is always email address.

USA Staffing Ticket Information Name Current contact information (as reflected in USA Staffing) Office user is logged into Ex: DA NAF “NAF HRO” VIN EX: 123456 Brief but detailed description of the problem Applicant information (PII) – when applicable Ticket Information area ONLY

USA Staffing Tickets Ticket type choices for Human Resources users No choice How do I….(Ticket routed to trainers) I have a problem Newsletter or webinar topic suggestion Please check holding area for documents Suggestion for enhancement Comment about online help content

Footprints Knowledge Base 51 Solutions to the most commonly asked questions and problems. For example, Question: How do I change the text for NORs? Answer: If the wording of the ineligible NOR is not quite what you want, you can modify it for just for one vacancy before issuing the NOR. Go to File, System Preferences, Custom, Vacancy. Enter the VIN and select OK, Default Text, Output Type is Notice of Results from the drop down list, and click on Ineligible Text and edit the text.

Application Manager Help Desk Where do applicants get help? After failing to log into Application Manager, the applicant will be directed to the screen shown below. Applicant assistance for system use is provided through the OPM Application Manager help desk tool.

Help for Applicants Applicants may also email the Application Manager Help Desk at applicationmanagerhelpdesk@opm.gov. Other Resources: Quick Start Guide on login page Help Links »Important Links »Problems Logging in

USAJOBS USAJOBS Help Desk http://www.usajobs.gov/contact.asp Applicants may also call 202-606-2525 NAF HROs can only provide assistance for system use and account set up

USA Staffing Help Desk Use Applicants Applicants initiate their own help desk tickets at anytime when assistance is needed Password cannot be manually re-set, help desk ticket is required to initiate process with OPM Selection Managers Utilize SM quick start guide and SM Help site http://help.usastaffing.gov/SelectionManager/index.php/Main_Page Password re-set is same process as for HR users when disabling USAS account password

USA Staffing Help Desk Use cont’d. HR Users When assistance is needed to clear an applicant in a PI – Pending Rating status ticket may be initiated without further coordination through HQ CHRA NAF. Step 1: HR staff member review help feature within USA Staffing. Review the foot prints site to see if the same error/issue has been asked before. If no resolution, move to next level of assistance. Step 2: Request assistance from the Staffing Specialist and/or HR Officer at the Office. If no resolution, move to next level of assistance. Step 3: Initiate CPOL Service desk ticket to HQ CHRA for additional assistance outlining the problem and the assistance needed. Highly recommended to provide screen print of error, when applicable. Step 4: Approval from HQ CHRA received to initiate foot print ticket based on technical assistance requested at the OPM level.