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

2. 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

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

4. 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:
Brief but detailed description of the problem
Applicant information (PII) – when applicable
Ticket Information area ONLY

5. 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

6. 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.

7. 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.

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

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

10. 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
Password re-set is same process as for HR users when disabling USAS account password

11. 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.