Getting Started Guide for Administrators

Getting Started Guide for Administrators
For
Numara FootPrints®,
Numara FootPrints® for eService
Version 9.5
Numara Software Inc.
Numara FootPrints Getting Started for Administrators Manual: Rev 9.5
Numara Software
numarasoftware.com
info@numarasoftware.com
800.222.0550 (US and Canada)
732.287.2100 (International)
© 2009 Numara Software, Inc. Numara FootPrints is a trademark of Numara Software, Inc.
All other trademarks are the property of their respective owner.
FootPrints Administration Manual
Table of Contents
Chapter 1: Introduction........................................................................................................................................ 1
What's New in Numara FootPrints 9.5?..........................................................................................................2
New Feature Highlights .................................................................................................................................2
Practical and Flexible IT Service Management for the Real World ....................................................2
World-Class Customer Experience...............................................................................................................2
Numara Software FootPrints Versions and Add-ons ..................................................................................6
PerlEx Modules, Packages, and Extensions...............................................................................................7
Numara FootPrints Requirements ....................................................................................................................8
Windows Requirements .................................................................................................................................9
Linux/UNIX Requirements .......................................................................................................................... 11
Suggested Hardware Based on Volume ................................................................................................ 12
List of Available Documents....................................................................................................................... 13
Technical Support............................................................................................................................................... 14
Chapter 2: Concepts........................................................................................................................................... 15
Workspaces........................................................................................................................................................... 15
Issues....................................................................................................................................................................... 15
Global Issues ................................................................................................................................................... 17
Quick Issues..................................................................................................................................................... 18
Linked Issues ................................................................................................................................................... 18
Requests ........................................................................................................................................................... 18
Agents and Customers...................................................................................................................................... 19
More About Customers ............................................................................................................................... 19
Permissions ........................................................................................................................................................... 20
How Roles and Teams Work Together ........................................................................................................ 21
Customer Self-service ......................................................................................................................................... 22
Fields....................................................................................................................................................................... 22
Address Book ....................................................................................................................................................... 26
Resolving Issues................................................................................................................................................... 27
Knowledge Base ................................................................................................................................................. 27
Licenses.................................................................................................................................................................. 29
Licensing and User Roles............................................................................................................................. 29
Asset Management ............................................................................................................................................ 29
Numara Asset Management Platform..................................................................................................... 30
Integration with Microsoft System Center Configuration Manager/SMS Inventory ................. 30
Integration with LANDesk .......................................................................................................................... 30
Another Asset Management Tool–FootPrints Deploy powered by Prism Deploy®................. 31
Searches................................................................................................................................................................. 31
Reports ................................................................................................................................................................... 32
Time-tracking........................................................................................................................................................ 32
Numara FootPrints Calendar........................................................................................................................... 33
Workspace Work Schedule.............................................................................................................................. 33
Synchronizing Appointments ......................................................................................................................... 34
Workflow Functions........................................................................................................................................... 34
Service Level Management .............................................................................................................................. 35
Numara Software Change Management.................................................................................................... 35
Numara Configuration Management........................................................................................................... 36
Numara FootPrints Service Catalog ......................................................................................................... 36
Broadcast Message............................................................................................................................................. 36
Customer Surveys ............................................................................................................................................... 37
Preventive Maintenance................................................................................................................................... 37
FootPrints Web Services.................................................................................................................................... 37
iii
FootPrints Administration Manual
Chapter 3: The Numara FootPrints Interface............................................................................................... 39
The Numara FootPrints Homepage.............................................................................................................. 39
The New Homepage.................................................................................................................................... 40
Where Things Went...................................................................................................................................... 40
Above the Toolbar ........................................................................................................................................ 42
Quick Search ................................................................................................................................................... 42
Sign-out ............................................................................................................................................................ 42
Preferences ...................................................................................................................................................... 42
The Numara FootPrints Toolbar................................................................................................................ 50
Below the Toolbar......................................................................................................................................... 51
Resorting the Homepage............................................................................................................................ 51
Viewing Issues ................................................................................................................................................ 52
The Address Book Homepage........................................................................................................................ 55
The Address Book Alphabet Index........................................................................................................... 55
The Address Book Summary List of Contacts........................................................................................ 55
The Address Book Quick Search ............................................................................................................... 55
Address Book Toolbar.................................................................................................................................. 55
Chapter 4: Implementation and Design ....................................................................................................... 57
About FootPrints Implementation and Design.......................................................................................... 57
Install ................................................................................................................................................................. 58
Calendar and Scheduling............................................................................................................................ 64
Additional Tasks .................................................................................................................................................. 65
Numara Configuration Manager.............................................................................................................. 65
Chapter 5: Installing Numara FootPrints ...................................................................................................... 69
Hardware and Software Requirements .................................................................................................. 69
Installing FootPrints............................................................................................................................................ 70
Information Needed for Installation ........................................................................................................ 70
Footprints 9.5 for Unix and Linux Functions Under mod_perl........................................................ 71
Installation Instructions................................................................................................................................ 71
Application Pools ........................................................................................................................................... 73
Uninstalling FootPrints...................................................................................................................................... 73
Applying FootPrints Patches ........................................................................................................................... 74
Chapter 6: Create a Project with the Project Setup Wizard ..................................................................... 75
Workspace Wizard - Introduction .................................................................................................................. 75
Information Needed for the Setup Wizard ................................................................................................. 77
Workspace Wizard Step 1–Workspace Details .......................................................................................... 78
Workspace Wizard Step 2–Built-in Fields .................................................................................................... 78
Priority............................................................................................................................................................... 78
Status................................................................................................................................................................. 79
Time Tracking ................................................................................................................................................. 79
Workspace Wizard Step 2a–Customer Survey........................................................................................... 80
Workspace Wizard Step 2b–Customer Survey........................................................................................... 81
Workspace Wizard Step 3–Configure Issue Information Fields............................................................ 81
Workspace Wizard Step 3 for IT Service Management Workspace ..................................................... 82
Use Existing CMDB Configuration............................................................................................................ 83
Create on Your Own .................................................................................................................................... 83
Workspace Wizard Step 4a–Address Book ................................................................................................. 83
Workspace Wizard Step 4b–Address Book Fields..................................................................................... 84
Workspace Wizard Step 4b–Configure Exchange/Active Directory................................................... 84
LDAP Server Name........................................................................................................................................ 85
LDAP Server Port............................................................................................................................................ 85
LDAP Search Base for Directory Entries.................................................................................................. 85
Microsoft Exchange 2000/Active Directory .......................................................................................... 85
Microsoft Exchange 5.5 ............................................................................................................................... 86
Last Name of Any Person Known to be in the Directory .................................................................. 86
iv
FootPrints Administration Manual
Distinguished Name (Optional) ................................................................................................................ 86
Password (Optional) ..................................................................................................................................... 87
Workspace Wizard Step 4c–Exchange/Active Directory Field Mapping........................................... 87
Workspace Wizard Step 5–Email ................................................................................................................... 88
Workspace Wizard Step 6–Other Options.................................................................................................. 90
Workspace Wizard for IT Service Management......................................................................................... 91
Step 1-Workspace Details............................................................................................................................ 91
Step 2-Select Address Book......................................................................................................................... 91
Step 3................................................................................................................................................................. 92
Chapter 7: Populate the Address Book ......................................................................................................... 93
Populate the Address Book ............................................................................................................................. 93
Importing Address Book Contact Data ........................................................................................................ 94
Chapter 8: Perform Global Administration................................................................................................. 111
Configure System-wide Settings...................................................................................................................111
Configure Multiple Language Support ......................................................................................................112
Change the Display Colors for FootPrints .................................................................................................112
Choose the Date and Time Formats ...........................................................................................................113
Rename FootPrints Fields ...............................................................................................................................113
Change FootPrints Fields for a Workspace..........................................................................................114
Change FootPrints Fields System-Wide.................................................................................................114
Create an Archive Workspace to Save Old Data.....................................................................................114
Chapter 9: Perform High-level Project Administration ............................................................................ 117
Configure Workspace Options .....................................................................................................................117
General Tab ........................................................................................................................................................118
Workspace Name ........................................................................................................................................118
FootPrints Terminology .............................................................................................................................118
HTML Description Editor ...........................................................................................................................118
Validation of Email Address Fields .........................................................................................................118
Disable Address Book.................................................................................................................................118
Global Issues .................................................................................................................................................118
Workspace Logo..........................................................................................................................................119
Display Total Number of Matching Issues on Homepage and Searches....................................119
Splash Screen ................................................................................................................................................119
Issue Page Tab ...................................................................................................................................................119
Number of Columns on Create and Edit Page ...................................................................................119
Order Sections ..............................................................................................................................................120
Assignee Picker Field Width .....................................................................................................................120
Drop-down/Multi-Select Width ...............................................................................................................120
Address Book Fields to Exclude ..............................................................................................................120
Quick Edit Tab....................................................................................................................................................120
Time Tracking Tab ............................................................................................................................................121
Methods Available.......................................................................................................................................121
Allow Clock to Be Paused .........................................................................................................................121
Require Time Tracking................................................................................................................................121
Time-Tracking Comments .........................................................................................................................122
Start Date/Time ............................................................................................................................................122
Add-on Module Options.................................................................................................................................122
Knowledge-Paks Online ............................................................................................................................122
Sales/CRM Integration................................................................................................................................122
Toolbar Tab.........................................................................................................................................................123
Chapter 10: Configure Fields ......................................................................................................................... 125
Workspace Field Maintenance .....................................................................................................................126
Restrictions.....................................................................................................................................................126
Reserved Words ...........................................................................................................................................126
v
FootPrints Administration Manual
Adding Fields................................................................................................................................................127
Adding a Date/Time Stamp to Internal Fields ....................................................................................128
Drop-Down and Multi-Select Fields .......................................................................................................128
Preview Issue Page......................................................................................................................................129
Edit Field.........................................................................................................................................................130
Delete Field/Tab...........................................................................................................................................130
Deletion Behaviors......................................................................................................................................132
Re-order Workspace Fields .......................................................................................................................132
Advanced Field Permissions.....................................................................................................................132
Insert HTML/Text Headers ........................................................................................................................133
Statuses ................................................................................................................................................................135
Homepage Workspace Totals..................................................................................................................136
Priorities ..........................................................................................................................................................137
Field Dependencies..........................................................................................................................................138
Dynamic SQL Field Mapper ...........................................................................................................................142
InstaCalc ..............................................................................................................................................................142
Chapter 11: Configure Users and Customers ............................................................................................ 147
Agents..................................................................................................................................................................147
Agent User Types ........................................................................................................................................148
Add Agents ...................................................................................................................................................149
Change to Customer ..................................................................................................................................150
Teams ..............................................................................................................................................................151
Customers ...........................................................................................................................................................154
Add a New Customer.................................................................................................................................155
Customer Options .......................................................................................................................................157
Customer Service Portal Administration ...............................................................................................157
Roles......................................................................................................................................................................158
Creating System vs. Workspace Roles....................................................................................................158
Built-in Roles..................................................................................................................................................159
Agent Permission Options ........................................................................................................................161
Field-level Permissions................................................................................................................................166
Customer Permission Options .................................................................................................................167
Agent Preferences Template....................................................................................................................170
Chapter 12: Email Management................................................................................................................... 173
System administration .....................................................................................................................................173
Incoming Email Management .................................................................................................................174
System Incoming Email Preferences ......................................................................................................175
Other System Incoming Email Options.................................................................................................176
Workspace Administration ............................................................................................................................177
Outgoing Email Management.................................................................................................................177
Configure Email Templates.......................................................................................................................178
Custom Email Templates ...........................................................................................................................180
Email Notification Rules .............................................................................................................................183
Default Email Address for Internal and External Users ....................................................................185
Incoming Email Management .................................................................................................................185
Email Filters.........................................................................................................................................................186
Chapter 13: Configure Workflow ................................................................................................................. 189
Auto Assign ........................................................................................................................................................189
Default Assignment ....................................................................................................................................190
Field-Based Auto Assign............................................................................................................................190
Escalation and Business Rules.......................................................................................................................191
Setting up an Escalation Rule ..................................................................................................................192
Escalation Email ...........................................................................................................................................198
Per-Issue Reminders ....................................................................................................................................201
Viewing/Printing a Summary of Escalations .......................................................................................201
vi
FootPrints Administration Manual
Service Level Management ............................................................................................................................202
Quick Issue Templates .....................................................................................................................................205
Creating Quick Issue Templates ..............................................................................................................206
Preventive Maintenance.................................................................................................................................207
Create a Preventive Maintenance Template .......................................................................................207
Scheduling a Preventive Maintenance Template ..............................................................................208
Issue Workflow ..................................................................................................................................................210
Scheduling and Availability ...........................................................................................................................212
Using Availability with Round-robin Team Assignment ..................................................................212
Manage Workspace Schedule .................................................................................................................213
Manage Agent Schedule...........................................................................................................................214
Customer Surveys .............................................................................................................................................215
Chapter 14: Configure Reporting ................................................................................................................. 221
Chapter 15: Configure the Knowledge Base............................................................................................. 225
Knowledge Base Approvals...........................................................................................................................225
Knowledge Base Role Permissions for Agents....................................................................................225
Selecting Approvers....................................................................................................................................226
Knowledge Base Role Permissions for Customers .............................................................................227
Manage External Knowledge Bases............................................................................................................228
Field Availability ................................................................................................................................................228
Notes and Restrictions ...............................................................................................................................228
Auto-filter Fields ................................................................................................................................................229
FAQ Administration .........................................................................................................................................229
Create FAQ Category.................................................................................................................................229
Create FAQ Sub-categories ......................................................................................................................230
Change the Order of FAQ Categories/Sub-categories ....................................................................231
Chapter 16: Additional Tasks ......................................................................................................................... 233
Import Issue Data..............................................................................................................................................233
Set Mobile Options ...........................................................................................................................................233
Mobile View Limitations ............................................................................................................................234
Configuration Management with Service Catalog Setup.....................................................................235
Change Management Setup .........................................................................................................................235
Asset Management Setup ..............................................................................................................................236
Glossary ................................................................................................................................................................ 237
Index...................................................................................................................................................................... 241
vii
FootPrints Administration Manual
viii
FootPrints Administration Manual
Chapter 1: Introduction
Numara FootPrints® and Numara FootPrints for Customer Service are the 100% web-based help
desk and customer support tools that are so easy to use and administer, you can get into live
production in just a few days. Users and administrators require only a browser to take full
advantage of Numara FootPrints’ many capabilities. Numara Software developed Numara
FootPrints to address the void in the mid-market for an easy to use and comprehensive system
that puts control in the hands of the help desk or support manager—without high costs,
additional programming, or complex administration.
Numara FootPrints is extremely flexible, scalable, and customizable. This proven, award-winning
100% web-based service desk tool eliminates expensive training, consulting, database
programming, and staff additions to manage support automation software from your list of
challenges. Numara FootPrints can be used for multiple, simultaneous projects and support
multiple languages for users and groups, and you can leverage Numara FootPrints’ capabilities
across multiple locations and corporate functions to expand the reach of your issue management
and related communication.
1
FootPrints Administration Manual
What's New in Numara FootPrints 9.5?
New Feature Highlights
•
New, modernized interface designed with a focus on increasing user productivity
•
64-bit installs for Windows and Linux
•
CMDB Usability Enhancements
•
Change Management Enhancements
•
Administration productivity and workflow improvements
Practical and Flexible IT Service Management for the Real World
Numara® Software, a leading, global provider of practical service management software,
introduces the next major release of its award-winning, Numara® FootPrints®. Unparalleled
value coupled with a highly flexible and unique web-based workflow platform, Numara
FootPrints empowers organizations with the ability to manage the service desk with optimal
efficiency and automate business processes for IT and beyond. Focused on enhancing the
customer experience for support organizations worldwide, Numara FootPrints 9.5 offers a new
user interface with a focus on productivity, extensive usability enhancements, and expanded
support for best practices in the latest release of the award-winning, web-based service desk.
World-Class Customer Experience
Numara FootPrints 9.5 provides new and improved ways to help our customers manage service
delivery more effectively including; a brand new, modern user interface with emphasis on
increasing productivity, 64-bit support, and improved usability for administrators and customers.
New! Modern user interface: Increase your productivity by having more
information easily accessible from the screen you spend most of your time on.
2
•
New “home” screen. IT and support professionals need fast access to support
information to be productive. The newly designed “home” screen, based on extensive
customer research and designed with the latest user experience best practices in mind,
puts the emphasis on the most important information for faster comprehension and
quicker action. Key data like the latest description and last update time are highlighted,
while Ajax technology allows real time access to full details faster – without leaving the
home screen.
•
New toolbar. Agents want quick access to their most frequently used options. The new
FootPrints toolbar gives agents one- click access to create new Issues, run reports, and
other key tasks without clutter. And it can be customized per workspace based on need.
Note that the term “workspace” replaces the term “project” for better alignment with our
customers’ usage of this important capability.
•
New Quick Edit. Work through your assignments faster than ever with the new Quick
Edit feature. Update the status, priority, description, and even custom fields in seconds all
without leaving the Home screen,
FootPrints Administration Manual
•
Single frame interface The new, modernized interface is implemented in a single frame
following the latest web standards. Embed the application in other web sites or web
applications, and provide a better experience for your users.
•
New look and feel The new interface extends throughout the product giving users a
consistent look and feel, including new icons, colors and toolbar.
Continued Improvements in Usability and Flexibility: Provide a superior
experience to Agents, Customers and Administrators.
Agent and Customer user experience
•
New, modern user interface with streamlined access to important information Agents
and Customers alike will benefit from the new interface that focuses on highlighting
what is most important to the user, making the interface more usable, and providing
easier access to the most important information.
•
Give customers access to the rich text editor and the Priority field “Power”. Customers will
benefit from using the rich text editor by being able to enter more content- rich
descriptions of their Requests and be able to escalate the Priority based on their role.
•
Auto-check Assignee availability more efficiently. A new, improved auto-check availability
feature means less time for Agents to wait to see who is available for assignment. And
availability can now be checked for any future date with conflicts automatically noted.
•
One-click access for current date and time. Fill out date-time fields more efficiently with
one click to populate the current date and time.
•
Report on email workflow. New option to include all email notification information in
custom reports. See who was notified and when, ensuring nothing falls through the
cracks.
Administrator user experience
•
Master your form building with drag-and-drop field reorder and form preview. Efficiently
customize your form by dragging and dropping fields and tabs in the proper order
within the Field Maintenance dialog. Get a preview of your form right from this screen
without having to leave it or commit your changes to the production environment. And
now you can add help text for file attachments to your form.
•
Design your workflow faster with copying of escalation rules. Create escalation and
business rule templates and use the new copy feature to create similar rules without
having to start from scratch each time.
•
Improve your workflow with better data exchange between Masters and subtasks
relationships. Subtasks can now inherit values from the Master upon creation for more
efficient access to vital data. Also, propagate values from subtasks up to their
corresponding Master for better reporting.
•
Modify your User Role Status workflow in an efficient grid. Reduce time spent
configuring your user roles by using a streamlined grid to determine what Statuses your
Agents are allowed to go to and from, and when description is mandatory - all with less
clicks. And there are new role options to remove “Close” from the home screen quick
actions dialog and to set the ticket form style (long or tabs) per Agent Preference
Template.
•
Simplify your User Management with direct search. Search the System User Management
screen by User Name or User ID, or filter by User and License type.
•
Control access for creating Incidents in your project workspace. Control what users have
access to copy and move Incidents into your project workspace from other project
3
FootPrints Administration Manual
workspaces. The fewer Issues you have to reroute, the more time available to work on
what is important.
•
Enforce file attachment security and management Determine at what point in your
workflow file attachments are required and prevent users from accessing file
attachments using new file attachment rules based on field values.
•
Improved security for contact data Determine who is allowed to administer your Address
Book through user roles for more granular security control.
Best Practices for the Real World
Numara FootPrints 9.5 provides practical, rapid best practices enablement for the vital processes
that support your customer demands. Whether you are in the beginning stages of formalizing
your IT processes or you are fully embracing technology, security, and ITIL best practices to align
IT with your business, Numara FootPrints 9.5 offers unmatched flexibility and painless
implementation.
Technology and Security Best Practices Alignment: Stay up to date with Numara
FootPrints‘s Best Practice Technology Support.
•
New! 64-bit support: Take advantage of the latest 64-bit hardware on Windows and
Linux. FootPrints can now be installed on operating systems running in long mode on an
x86-64 processor. This new standard for x86 servers is becoming the preferred method
for Windows and Linux servers. All corresponding technology that ships with FootPrints
has also been updated to give the best user experience for every install.
•
Securely connect to your mail server from FootPrints. Make sure the important data
being passed from your mail server to your FootPrints server is secure by using the
secure IMAP/SLL protocol (port 993),the new standard for mail server software.
•
All important user information is available in the database. Following database access
best practices standards, all important user information is now housed in the FootPrints
database. Whether you are an experienced DBA, or you just need to connect to the
FootPrints database to run reports, now you have access to the user information you
need.
Integrated IT Asset Management: Integrate vital data from the Numara Asset Management
Platform (AMP)
•
Work hand-in-hand with your asset inventory. The service management team can greatly
benefit from having access to a powerful and efficient asset inventory system. The
integration between Numara FootPrints and the brand new Numara Asset Management
Platform dynamically pulls vital information into your Incidents, problems, and requests
for change. Having this data available within the service desk is key to fast problem
resolution, and valuable when running weekly and monthly trend reports. For deeper
incident and problem resolution, the Numara AMP console can be launched right from
Numara FootPrints to perform remote control, software deployment, and other assetrelated activities (Active X required).
Configuration Management Enhancements: Save time and effort with a more streamlined
workflow.
4
•
Make sure the right CIs get linked to your Incidents, Problems, and Change Requests
Save time by having the appropriate CIs (Configuration Items) linked to your records
automatically based on the submitter. Save effort with one- click access to your most
commonly used CI lists and searches when linking a CI to a record.
•
Make sure everyone is aware of important CI information linked to your Incidents,
Problems, and Changes. Include important linked CI details when sending out email
notifications to assignees, approvers, managers, and customers associated with a record.
FootPrints Administration Manual
Comprehensive Change Management: Enhance your Change Management workflow and
information availability
•
More workflow options mean better alignment with your Change Management process.
Give more information to all interested parties by making approval comments mandatory
upon approval, disapproval, or deferral of change request voting. Add “Expired” as an
additional approval outcome option to route your change requests appropriately if not
approved in a timely manner. Automatically update change request information as part
of your approval workflow to minimize manual data entry.
•
Disseminate important change request information to all interested parties. Mirror
various change approval states in change request fields for easier visibility and inclusion
in report and email notifications. Send email notifications to a broad range of audiences
including assignees, approvers, managers, customers, and other interested parties. Get
full change approval details in all custom reports.
Tighter Service Level Management: Improve and ensure optimal service desk quality with
improved SLA management
•
Enforce your Service Level date targets by implementing roles-based Service Level field
permissions. Limit access to your Service Level fields to ensure proper Service Level
enforcement and reporting. Use more granular role level security to determine who
could read, write, and edit Service Level information.
•
Determine the length of your business per service level agreement. Whether your Service
Levels with customers are based on a 9 -to-5, 5 day schedule or an 8-to-8, 7 day
schedule, determine what constitutes one day for response and resolution times per
customer or unique service level agreement. Gain control of SLA enforcement and
reporting for environments with varied SLA requirements.
5
FootPrints Administration Manual
Numara Software FootPrints Versions and Add-ons
The following versions of Numara FootPrints are available:
•
Numara FootPrints—The web-based help desk and customer problem management
solution for Windows, UNIX, and Linux servers.
•
Numara FootPrints for Customer Service—The web-based customer service desk
automation solution
•
Numara FootPrints FootPrints Base Starter Pack—The web-based help desk and customer
problem management solution for Windows/SQL Express or Windows/SQL Server only.
This is the same great FootPrints customers have always used, but geared towards
smaller business. Base Starter Pack customers can purchase Change Management and
Mobile. Limitations include:
•
ƒ
a maximum of fifteen named agents
ƒ
Windows/SQLExpress or Windows/SQL Server only
ƒ
no concurrent licenses
ƒ
no ability to add CMDB or SQL Link
ƒ
a maximum of three workspaces plus one survey workspace.
Numara FootPrints Hosting Service—All the power of Numara FootPrints, hosted by
Numara Software, Inc..
NOTE
FootPrints for Exchange is no longer available, but customers can continue to enjoy the same
functionality by upgrading to Numara FootPrints.
The following add-on modules are also available for integration with Numara FootPrints:
•
Numara Configuration Management (with Service Catalog)—ITIL compliant add-on
module that provides complete Configuration Management functionality. Import assets
and define your entire configuration. Configuration management data can be imported
to Issues. Also features reporting.
NOTE
The Extended Starter Pack is required to purchase the Configuration Management module. Please
contact your salesperson for more information about obtaining the Extended Starter Pack.
6
•
Numara FootPrints Sync—Two-way, dynamic synchronization of calendar appointments,
tasks, and contacts with the user’s desktop, PIM (Personal Information Manager), or
handheld productivity tool.
•
Numara Asset Management—Auto-discovery of PC assets, network management, and
software deployment using any combination of the following:
ƒ
Numara Asset Manager—Complete, up-to-the-minute PC hardware and software
identification.
ƒ
Numara FootPrints Integration with Microsoft System Center Configuration
Manager/SMS—Allows help desks agents to dynamically access PC asset data while
they're working on an Issue from within Numara FootPrints.
ƒ
Numara FootPrints Integration with LANDesk—Allows help desks agents to
dynamically access PC asset data while they're working on an Issue from within
Numara FootPrints.
FootPrints Administration Manual
ƒ
Numara FootPrints Deployment—Enables organizations to leverage their support and
help desk operations to optimize IT resources and implement preventative
maintenance, eliminating potential technical issues before they occur.
•
Numara FootPrints Dynamic Address Book Link—Gives access to multiple LDAP-based
and SQL-based address books.
•
Numara FootPrints Integration with Right Answers—Comprehensive Knowledge-Paks
with hundreds of thousands of solutions for more than one hundred fifty applications.
•
Numara FootPrints Telephony—An integrated, hosted contact center service that works
with your Numara FootPrints software, offering call centers and service desks advanced,
skills-based call routing that automatically transfers incoming customer requests to the
right help desk agent or customer service representative. Numara FootPrints Telephony
is an integration, not an add-on.
•
Numara FootPrints Change Management—Enables organizations to develop their own
approval process for Issues, with no programming. In Numara FootPrints Change
Management, approvers are designated for specific Workspaces. When an Issue meets
approval criteria, the approvers are notified that an Issue awaits approval. The approvers
then give or withhold approval. When an Issue is approved or rejected, it is moved to
another stage in the process.
•
Numara FootPrints CRM Bridge—Integration with some of the most widely-used sales
automation tools. This integration helps organizations tie their web-based customer
support tracking and automation with their web-based CRM sales tracking process to
give sales and customer support teams direct access to the latest customer support
interactions at any time. From within the sales automation tool, sales representatives can
see active support issues for their customers in Numara FootPrints. From within Numara
FootPrints, sales representatives can access their customer Address Books that are stored
in the sales automation tool. The following sales automation tools are integrated via the
Numara FootPrints CRM Bridge.
ƒ
Numara FootPrints Integration with MS CRM
ƒ
Numara FootPrints Integration with Salesforce.com
ƒ
Numara FootPrints Integration with Sales/CRM powered by SalesNet®
NOTE
Live eSupport and the LANSurveyor integration are no longer supported.
•
Numara Remote—Enables an Agents to take control of a customer's PC.
PerlEx Modules, Packages, and Extensions
ActivePerl Enterprise Edition is the up-to-date, quality-assured perl binary distribution from
ActiveState. Current releases, and other professional tools for open source language developers
are available at:
http://www.ActiveState.com
7
FootPrints Administration Manual
Numara FootPrints Requirements
Numara FootPrints is a 100% web-based solution that is installed on a web server. Please review
the following requirements prior to installing Numara FootPrints.
•
Windows
•
Linux/UNIX
•
Suggested Hardware Based on Volume
NOTE
Performance is severely limited on servers which use McAfee and Numara FootPrints together.
Although Numara FootPrints runs under VMware on Windows, Numara FootPrints does not
support VMware.
8
FootPrints Administration Manual
Windows Requirements
As a 100% web-based software application, Numara FootPrints resides on a single, central
computer running a web server. Client software is not required and a standard web browser is all
that is needed to launch, run and manage the system. Numara FootPrints supports most
platforms available today, as well as multiple browsers, databases, e-mail systems and client
systems.
Versions of Numara FootPrints for Microsoft Windows web servers
Platform
File System
1. Windows Server 2008 (32-bit and 64-bit)
2. Windows Server 2003 (32-bit and 64-bit)
3. NTFS-formatted hard drive
•
Web Server
Database(4)
Version
Microsoft SQL Server
4.
Microsoft SQL Server
2005/2008(1)
Microsoft SQL Server Express
2005/2008
5.
Hardware
1 - 20
Users(3)
Hardware
21 - 50
Users(3)
Hardware
Large
Volume
51+ Users(3)
E-mail
Internet Information Server (IIS) v6-7.0
SQL Server on a different server:
•
2 GB RAM
•
1 Xeon® or Opteron™ 2.4 GHz
processor or better
•
20 GB disk space
Oracle
6.
Oracle 10g/11g(2) (Note: The database can
reside on a Windows, Linux, or UNIX
server)
7.
Oracle Text required
Oracle on a different server:
•
2 GB RAM
•
1 Xeon® or Opteron™ 2.4 GHz processor
or better
•
20 GB disk space
Oracle on the same server:
SQL Server on the same server:
•
4 GB RAM
•
4 GB RAM
•
1 Xeon® or Opteron™ 2.4 GHz processor
•
1 Xeon® or Opteron™ 2.4 GHz
processor or better
or better
•
20 GB disk space
•
20 GB disk space
Oracle on a different server:
SQL Server on a different server:
•
4 GB RAM
•
4 GB RAM
•
2 Xeon® or Opteron™ 2.4 GHz processor
•
2 Xeon® or Opteron™ 2.4 GHz
processor or better
or better
•
40 GB disk space
•
40 GB disk space
Oracle on the same server:
SQL Server on the same server:
•
4 GB RAM
•
4 GB RAM
•
2 Xeon® or Opteron™ 2.4 GHz processor
•
2 Xeon® or Opteron™ 2.4 GHz
processor or better
or better
•
40 GB disk space
•
40 GB disk space
See the “Suggested hardware based on volume” chart on the last page.
•
•
Client
Platform
•
SMTP for e-mail notification, i.e. as provided by Microsoft Exchange and Lotus Notes
POP/IMAP/IMAP-SSL for incoming e-mail processing, i.e. as provided by Microsoft
Exchange and Lotus Notes
Any supported web browser as defined below
Web
Browser
•
•
•
Microsoft Internet Explorer® 7 or 8
Mozilla® Firefox® v3.0.x or 3.5.x
Safari® 4.0.x on MAC OS
9
FootPrints Administration Manual
Server
Virtualization
•
Numara FootPrints has been proven by Numara Software customers to function
properly in virtualized data centers that use ParallelsTM Virtuozzo®, VMware® ESXi
and VMware Infrastructure. As such, Numara FootPrints is supported in these
environments to the extent of the product’s functionality as long as it is installed on
the approved OS platforms, web servers and databases. Numara Software makes no
claims regarding Numara FootPrints performance in these environments since the
mix of other applications and hardware can have a direct impact on overall
performance. Numara FootPrints may work properly on other virtualization products,
but Numara FootPrints does not make claims that it will. Furthermore, Numara
FootPrints is not supported on VMware Server or VMware Workstation using the
GSX engine in a production environment since it is not designed for hardware
optimization.
(1) Use of Numara FootPrints with Microsoft SQL Server may require additional Microsoft licenses. For more information,
contact Microsoft at www.microsoft.com. A no-cost Microsoft SQL Server Express 2005 is available from Numara Software.
(2) Use of Numara FootPrints with Oracle may require additional Oracle licenses. For more information, contact Oracle at
www.oracle.com
(3) The number of users refers to the average number of concurrent users on the system at any one time. This should
include agents and 1-2 percent of the total number of customers (if using Numara FootPrints for customer service). So, if
you have 20 agents and 1000 customers using customer self-service, 30-40 users should be counted. This is only a rough
guide. Actual load on the system is dependent upon your usage of Numara FootPrints.
(4) The Extended Starter Pack is required to use Linux, UNIX, Oracle, Postgres or MySQL database (with the Base Starter
Pack only Windows/SQL Express and Server are supported). Please contact your salesperson for details on obtaining the
Extended Starter Pack.
10
FootPrints Administration Manual
Linux/UNIX Requirements
As a 100% web-based software application, Numara FootPrints resides on a single, central
computer running a web server. Client software is not required and a standard web browser is all
that is needed to launch, run and manage the system. Numara FootPrints supports most
platforms available today, as well as multiple browsers, databases, e-mail systems and client
systems.
Versions of Numara FootPrints for UNIX and Linux web servers
Platform
Linux
Version
•
Web Server
•
Database(3)
Hardware
Minimum
1 - 20
Users(2)
Hardware
21 - 50
Users(2)
Hardware
Large
Volume
51+ Users(2)
E-mail
Client
Platform
Web
Browser
Server
Virtualization
Any Intel® 32 or 64 bit Linux system
built from glibc 2.3-2.10.x
Apache
Sun Solaris
•
•
SunTM Solaris for Sparc® 2.8 or
higher
Apache
•
MySQL 5 – 5.1.x
MySQL 5 – 5.1.x
•
Oracle 10g/11g(1) ) (Oracle Text
Oracle 10g/11g(1) (Oracle Text
required)
required)
•
Postgres 7/8
•
Postgres 7/8
All Databases:
All Databases:
•
2 GB RAM
•
2 GB RAM
•
1 Xeon® or Opteron™ 2.4 GHz
•
1 – 2+ GHz processor
processor or better
•
20 GB disk space
•
20 GB disk space
All Databases:
Oracle/MySQL/Postgres
•
4 GB RAM
•
4 GB RAM
•
2 – 2+ GHz processors
•
2 Xeon® or Opteron™ 2.4 GHz
processor or better
•
40 GB disk space
•
20 GB disk space
See the “Suggested hardware based on volume” chart on the last page.
•
•
•
•
•
•
Locally installed Sendmail
SMTP, i.e. as provided by Microsoft Exchange and Lotus Notes
POP/IMAP/IMAP-SSL , i.e. as provided by Microsoft Exchange and Lotus Notes
Any supported web browser as defined below
•
•
•
•
Microsoft Internet Explorer® 7 or 8
Mozilla® Firefox® v3.0.x or 3.5.x
Safari® 4.0.x on MAC OS
Numara FootPrints is supported if installed in a virtualized data center providing it
receives the resources defined above. Numara FootPrints is not supported on
VMware GSX ServerTM engine in a production environment.
(1) Use of Numara FootPrints with an Oracle database may require database licenses. For more information, contact
Oracle at www.oracle.com.
(2) The number of users refers to the average number of concurrent users on the system at any one time. This should
include agents and 1-2 percent of the total number of customers (if using Numara FootPrints for customer service). So, if
you have 20 agents and 1000 customers using customer self-service, 30-40 users should be counted. This is only a rough
guide. Actual load on the system is dependent upon your usage of Numara FootPrints.
(3) The Extended Starter Pack is required to use Linux, UNIX, Oracle, Postgres or MySQL database (with
the Base Starter Pack only Windows/SQL Express and Server are supported). Please contact your
salesperson for details on obtaining the Extended Starter Pack.
11
FootPrints Administration Manual
Suggested Hardware Based on Volume
Platform
Windows 32 or 64 Bit
2003/2008 Server w/
Linux 32 or 64 bit
Any Intel Server w/
Sun SolarisSun SPARC
Server w/
# Of Users(1)
1-20
(2)
21-50
51-150
(3)
151-249
(4)
250-500
(5)
501+
(6)
Sample Server
for Large
Volume
(7)
2 GB RAM
(1) - Xeon® or Opteron™ 2.4
GHz processor or better
4 GB RAM
(2) - Xeon® or Opteron™ 2.4
GHz processor or better
2 GB RAM
(1) - Xeon® or Opteron™
2.4 GHz processor or better
4 GB RAM
(2) - Xeon® or Opteron™
2.4 GHz processor or better
2 GB RAM
(1) - 2+ GHz Processor
8 GB RAM
(4) - Xeon® or Opteron™ 2.4
GHz processor or better
8 GB RAM &
(8) - Xeon® or Opteron™ 2.4
GHz processor or better
16 GB RAM &
(16) - Xeon® or Opteron™ 2.4
GHz processor or better
32 GB RAM &
(32) - Xeon® or Opteron™ 2.4
GHz processor or better
HP Proliant DL500 series,
IBM x3850 or Dell
PowerEdgeTM R200 for up to
150 users.
8 GB RAM
(2) - Xeon® or Opteron™
2.4 GHz processor or better
8 GB RAM
(4) - Xeon® or Opteron™
2.4 GHz processor or better
16 GB RAM
(8) - Xeon® or Opteron™
2.4 GHz processor or better
32+ GB RAM
(16)+ Xeon® or Opteron™
2.4 GHz processor or better
HP Integrity rx7620-16
Server
8 GB RAM
(4) – 2+ GHz Processors
4 GB RAM
(2) -2+ GHz Processors
8 GB RAM
(4) – 2+ GHz Processors
16 GB RAM
(8) – 2+ GHz Processors
32+ GB RAM
(16)+ - 2+ GHz Processors
Sun SPARC Enterprise
Series Server
HP Integrity Servers, IBM
x3950 R2, or Dell PowerEdge
R900 for over 150 users.
(1) The number of users refers to the average number of concurrent users on the system at any one time. This should
include agents and 1-2 percent of the total number of customers (if using Numara FootPrints for customer service). So, if
you have 20 agents and 1000 customers using customer self-service, 30-40 users should be counted. This is only a rough
guide. Actual load on the system is dependent upon your usage of Numara FootPrints
(2) In all cases, Xeon or Opteron CPUs should be used
(3) Windows 2003 Standard (SP2 and R2) supports up to 4 processors and 4 GB RAM. Windows 2008 (32-bit) supports up
to 4 GB RAM and (64-bit) supports up to 32 GB RAM
(4) Windows 2003 Enterprise (SP2 and R2) supports up to 8 processors and 64 GB RAM. Windows 2008 (32-bit) supports
up to 64 GB RAM and (64-bit) supports up to 2 TB RAM.
(5) Windows 2003 DataCenter supports up to 32 processors and 64 GB RAM. Windows 2008 (32-bit) supports up to 64
GB RAM and (64-bit) supports up to 2 TB RAM.
(6) “Sample Server” is not intended to be an inclusive list of authorized hardware or vendors, but examples of possible
servers that can be used.
(7) Dual and Quad Core CPUs are equivalent to 2 and 4 processors respectively. 4 Processors can
be 4 single CPUs, 2 Dual Core, or 1 Quad Core.
12
FootPrints Administration Manual
List of Available Documents
The following table lists Numara FootPrints user documentation.
Document
Numara FootPrints Getting Started
Guide for Administrator
Numara FootPrints User Guide
Numara FootPrints Reference
Manual
Numara FootPrints Change
Management Guide
Numara FootPrints
Configuration Management Guide
Numara FootPrints Mobile Guide
Description
Provides a means for administrators to get Numara
FootPrints to production quickly. All of the immediate
actions of implementation are covered in detail.
Covers the basic functionality of Numara FootPrints for
Agents, including Issue creation and Report generation.
Documents every aspect and detail of Numara FootPrints.
Provides best practices for Numara FootPrints Change
Management as well as the details of configuration and
implementation.
Provides best practices for Numara FootPrints Configuration
Management, including Service Catalog, as well as the
details of configuration and implementation.
Describes configuraton and implementation for
NumaraFootPrints Mobile.
Online Help
Help is available from within Numara FootPrints. To access the online Help document, click the
Help icon on the homepage. A new browser window is spawned containing complete
documentation on Numara FootPrints. This includes:
•
Table of contents, Index, and Search tabs for navigation.
•
A glossary defining common terms used in Numara FootPrints.
In addition to the Help icon on homepage, context-sensitive help links are available
throughout the Numara FootPrints system. If you see the icon anywhere outside of the
FootPrints Toolbar, it is a link to context-sensitive help. Click the link to view information that is
specific to the current page.
The on-line help works as expected in Internet Explorer and FireFox browsers. The on-line help
may show some unexpected behavior in rare instances when used with these or other browsers.
13
FootPrints Administration Manual
Technical Support
For questions regarding Numara FootPrints and for technical support, contact the Numara
Software Support team:
Phone
Email
1.800.222.0550 (dial 2 when you connect)
(USA and Canada)
732.287.2100 ext. 2 (international)
footprints.support@numarasoftware.com
Web
http://www.numarasoftware.com/support
Numara Software Support hours are Monday through Thursday, 9am to 8pm, and Friday, 9am to
6:30pm Eastern Standard Time. You can search the FootPrints Knowledge Base any time at the
web address above.
For our international users, please contact your local distributor.
Thank you for using Numara FootPrints!
SUPPORT
Commercial support for ActivePerl Enterprise Edition is available through ActiveState at:
http://www.ActiveState.com/Support/Enterprise/
For peer support resources for ActivePerl Enterprise Edition issues see:
http://www.ActiveState.com/Support/
14
FootPrints Administration Manual
Chapter 2: Concepts
Workspaces
FootPrints stores and tracks information in Workspaces. A Workspace is a separate sub-database
within the system which can have its own custom fields, options, and users. There is no limit to
the number of Workspaces that you can create within FootPrints. You may choose to keep all of
your data in a single Workspace or you can create multiple Workspaces. For example, one
Workspace can be used for help desk activity while a second Workspace can be used for internal
bug tracking.
New workspaces can only be created by System Administrators. An unlimited number of
workspaces can be created with the Extended Starter Pack. The Base Sterter Pack is limited in the
number of workspaces you can create.
NOTE
The Base Starter Pack comes with a limit of three workspaces, plus one workspace for Customer
Surveys. Archive workspaces count as one of the three workspaces. The Extended Starter Pack
unlocks the ability to create unlimited workspaces. Please contact your salesperson for more
information about obtaining the Extended Starter Pack.
Issues
A FootPrints Workspace comprises a set of related Issues. “Issue” is the default name given to a
FootPrints record. Each Issue is a numbered record in the FootPrints Workspace database around
which all help desk and problem tracking activity centers.
All Issues have some built-in content in the form of required fields (i.e., mandatory data required
for the database), as follows:
•
Title—a short description of the Issue
•
Priority—the urgency of the Issue
•
Status—the current state of the Issue; Open and Closed are required status options, but
administrators can create as many categories of status (e.g., Pending approval), as they
wish.
•
Description—a description of the Issue, usually containing much more detail and history
than the Title.
•
Assignee—the person or persons assigned to track or resolve the Issue.
15
FootPrints Administration Manual
Not all organizations use the term "Issue" as the label for a record of this type. Administrators can
customize FootPrints to apply whatever label is appropriate in your local culture. Administrators
can change the name "Issues" to "Tickets", for example, so that wherever the word "Issues" appears
by default in FootPrints, the word "Tickets" is displayed.
NOTE
During installation, the administrator is given the chance to change the default term “Issue” to
another name, such as “Entry,” “Call,” or “Ticket.” For consistency, this manual always refers to
FootPrints records as “Issues.”
Types of Issues
FootPrints provides a number of different types of Issues:
•
Issue—An Issue is normally used to log any event or problem. The name for this may
differ (Ticket, Entry, etc.) depending on how your system is configured. An Issue can be
opened, assigned, worked on, and closed by internal Agent users and Administrators.
FootPrints can automatically send notification email whenever an Issue is worked.
•
Request—A Request is a preliminary Issue that is submitted by a Customer. FootPrints
Agents can then “take” the Request and turn it into a regular Issue, or Requests can be
automatically assigned to one or more Agents. (Administrators can read the section on
Auto Assign for more information). Your Administrator can tell you how Requests are
handled in your organization.
•
Quick Issue—Quick Issues are templates that contain pre-filled information for standard
types of Customer problems and requests. For example, a Quick Issue template for
"Password Reset" would start out pre-filled with a description of the problem, the
problem categories pre-filled with "Network" and "Password Reset", and perhaps a Status
of "Closed". The Agent only needs to fill in the user's contact information to submit the
Issue. The Workspace Administrator can create an unlimited number of templates
•
Master Issue/Subtask—Sometimes an Issue needs to be broken up into separate subtasks
to be completed by different users. When a subtask is created for an Issue, the
originating Issue automatically becomes a Master Issue of that subtask. Multiple subtasks
can be created for an Issue.
•
Master Quick Issue—Quick Issue templates can also be defined to create Master Issues
and related subtasks automatically, for example, to define the New Hire process.
•
Global Issue/GlobalLink—Global Issues are used to designate important or frequently
reported Issues that will affect many users. Global Issues can be broadcast to all Agents,
are displayed on the Agent FootPrints Homepage, and can optionally be displayed for
Customers to subscribe to. Whenever a new Issue is reported with the same problem as
an existing Global Issue, the Agent (or, optionally, the Customer) can link the Issue to the
known Global Issue (called GlobalLinks). Global Issues can be closed simultaneously with
their GlobalLinks.
•
Solution—Solutions are a special type of record in FootPrints that make up the
Knowledge Base. They are used to describe solutions to common problems, frequently
asked questions, document procedures, etc. A Solution can be created from scratch or
spun off from an Issue. Solutions can be public or internal and they can be configured to
require an approval process before they are published.
NOTE
Issues and Requests can also be submitted and updated via email. Please refer to the section on
submission via Emailfor more information.
16
FootPrints Administration Manual
Master Issues and Subtasks
Sometimes an Issue must be divided into subtasks to be completed by different users. The
FootPrints Master Issue/Subtasks facility allows you to create parent–child relationships between
Issues for complex processes.
When a subtask is created for an Issue, the originating Issue automatically becomes a Master Issue
of that subtask. Multiple subtasks can be created for an Issue. As an example, numerous tasks
must be accomplished when a new hire is performed. FootPrints users often create a Master
Issue for new hires. Each of the tasks that must be performed for a new hire, such as acquiring a
telephone or adding the new hire as a user to the network, is created as a subtask.
Subtasks can be created manually by an Agent or automatically by a Master Quick Issue Template.
Creating a subtask of an Issue automatically makes the originating Issue a Master Issue, with a
parent–child relationship existing between the Master Issue and the subtask.
Master Issues and subtasks have a special relationship. When a Master Issue is opened and
subtasks are created, the Master Issue remains opened until all of the subtasks have been closed.
When the last subtask is closed, the Master Issue can either be closed automatically or FootPrints
can automatically send an email to all individuals who are assigned to the Master Issue informing
them that the subtasks have been closed. It then becomes the responsibility of someone assigned
to the Master Issue to close it. The default is to automatically change the status to Closed.
Global Issues
Global Issues are used to designate important or frequently reported Issues that affect many
users. For example, a "System Down" failure that will be reported by many users can be made into
a Global Issue. Global Issues can be broadcast to all Agents, are displayed on the Agent's
FootPrints Homepage, and can optionally be displayed for customers to subscribe to. Whenever a
new Issue is reported with the same problem, the Agent (and, optionally, the customer) can link
the Issue to the known Global Issue. Global Issues can be closed simultaneously with their
associated GlobalLinks. This feature can save the time for Agents by preventing duplicate work
and can make it easier to communicate pervasive problems to all users.
Global Issues have two parts to them:
•
Global Issue—This is the originating problem. It is broadcast to all Agents when it is
created, is available on the Homepage for setting up a link, and can optionally be
broadcast to customers so that they can link to it. Agents can be restricted from creating
Global Issues via their role assignment.
•
GlobalLinks—These are Issues linked to a Global Issue because they describe the same or
a similar problem, but are reported by different users. Issues can be made GlobalLinks by
Agents from the FootPrints home page or the Issue Details page. Customers can
optionally link to a Global Issue, allowing them to create their own GlobalLink
automatically.
NOTE
The name of this feature depends on the name given to records in FootPrints for the
system/workspace. For example, if the name "Ticket" has been defined for records in the current
workspace, the Global Issue is referred to as a "Global Ticket" throughout the workspace.
However, GlobalLinks are always referred to as "GlobalLinks". For consistency, all help files refer to
the feature as "Global Issue" and "GlobalLinks".
17
FootPrints Administration Manual
Quick Issues
Quick Issues are templates that contain pre-filled information for frequently reported customer
Issues, such as "Password Reset", "Service Request", etc. For example, a Quick Issue template for
"Password Reset" would start out pre-filled with a description of the problem, the problem
categories pre-filled with Network and Password Reset, and perhaps a status of Closed. The
Agent only needs to fill in the user's contact information to submit the Issue. The Workspace
Administrator can create an unlimited number of templates, which are available to all Agents and
customers from the FootPrints Toolbar. (Customers cannot access Master Issues.)
The Quick Issue Templates page is also where you create and edit Master Issues and Subtasks.
Quick Issue templates are created by the Workspace Administrator.
Quick Issues are considered advanced FootPrints features. Refer to Creating Quick Issue
Templates and subsequent topics in that section for details on configuring Quick Issues.
NOTE
The name of this feature depends on the name given to records in FootPrints for the
system/workspace. For example, if the name "Call" has been defined for records in the current
workspace, the feature is called "Quick Call" throughout the workspace (on the toolbar, in the
Administration pages, etc.). For consistency, all help files refer to the feature as "Quick Issue"
Linked Issues
When Issues are "linked", it means that an association has been created between the Issues. The
association is displayed whenever the Issue is displayed in FootPrints. Associations of this type
denote that there are similarities between the issues that the person who established the link
wants everyone to see. Linked Issues can be set up so that changes made to one Issue are
propagated to the other Issue or Issues.
In the case of Global Issues, links are called "GlobalLinks". These are Issues linked to the Global
Issue because they describe the same or similar problem, but are reported by different users.
Issues linked to a Master Issue are called "Subtasks". These are Issues linked to the Master Issue
because they describe a subset of activities to be performed in resolving the Master Issue.
Requests
A request is a preliminary Issue that is submitted by a customer, either through the FootPrints
interface (using the Customer Self-service interface) or via email. There are three options for the
handling of new Requests:
8.
The Requests go into the Request “bin”. From there, an Agent or Administrator may assign
new Requests to one or more Agents to work on them. The Requests then appear in each
assigned Agent's Assignments list on the Homepage.
9.
Agents can “take” Requests from the Request bin and assign themselves to the Requests.
10. New Requests can automatically be converted into Open Issues and assigned to internal
users based on the value in a drop-down field. This feature must be configured by the
Workspace Administrator. Please refer to the section on Auto Assignment for more
information.
Please check with your FootPrints Administrator for more information on how your organization
handles Requests in FootPrints.
18
FootPrints Administration Manual
Customers can follow progress on Requests that they have submitted as they are worked. In
addition, FootPrints can automatically send email to the customer who submitted the Request
when changes to the Request are made.
Agents and Customers
FootPrints supports different levels of user privileges for users with different needs. An “Agent”
user account is intended for specified internal users, such as help desk Agents, customer service
representatives, or engineers. A “Customer” account is intended for employee end-users or
external Customers, allowing those users to submit and track their own requests and to search
the knowledge base.
FootPrints comes with a number of built-in user types, called “roles”. Custom roles can also be
created by the Administrator to define permissions for different groups of users.
Here is a breakdown of the built-in roles:
•
•
Agent roles:
ƒ
Agent—A standard, full-strength user. This user type commonly includes: help desk
Agent, call center Agent, developer, engineer, manager, and workspace member.
Agent users have the ability to use all of the basic functions of FootPrints, including
creating, viewing, and editing Issues and running queries.
ƒ
Workspace Administrator—In addition to Agent privileges, a Workspace Administrator
can administer an existing Workspace, including adding custom fields, setting
options, and adding users.
ƒ
System Administrator—In addition to Agent and Workspace Administrator privileges,
the System Administrator has control over the whole FootPrints system, including
administration of any Workspace, adding new Workspaces, and managing licenses.
Customer roles:
ƒ
Read KB—View and search the Knowledge Base.
ƒ
Read KB/Requests—View and search the Knowledge Base and check the statuses on
Requests (entered by an internal user or via email).
ƒ
Read/Submit—In addition to the functionality described above, can submit Requests
via a FootPrints web interface.
ƒ
Read/Submit/Edit—In addition to the functionality described above, these users have
limited edit privileges of their own Requests.
More About Customers
Customer users have a number of components:
User Account—This is the ID and password of the Customer. Users can have unique IDs and
passwords or they can share a generic ID and password. This record is kept in the
password file.
Contact Record—The contact information for the user is kept in the FootPrints Address
Book or dynamically read from an LDAP or other External Database/SQL source. The
data kept depends on the fields that exist in the Address Book.
Primary Key—The Customer user account and contact records are linked via the Primary
Key field. This is a field in the Address Book, such as User ID or Email Address, that
uniquely identifies the user.
19
FootPrints Administration Manual
Role—The permission level for the user. Built-in and custom roles are available.
Supervisors
FootPrints contains the concept of "Supervisors". Agents can be designated as assigned to specific
supervisors, which makes it easier to designate where emails go when, for example, there is an
Issue Escalation.
Permissions
"Permissions" refers to the level of restriction applied to any user, whether it is an Agent,
Administrator, or Customer. As an example, Agents can be restricted from submitting Solutions to
the Knowledge Base; therefore, such Agents would not have "permission" to submit Solutions to
the Knowledge Base.
Configuration of Permissions
Permissions are configured by Administrators. Workspace Administrators can configure
permissions on a Workspace level, allowing a specified role (e.g., Agents) to perform or not
perform certain actions. System Administrators can configure permissions on either a workspace
level or system-wide. For example, Customers could be restricted from submitting their own
Requests in a specific workspace, allowing them to submit Requests to other workspaces, or they
could be restricted from submitting Requests to any Workspace.
Permissions can also be set on the field level. That is, users can be prevented from entering data
into designated fields without the appropriate permissions. Field level permissions are set by
either a Workspace Administrator for a specific workspace or system-wide by a System
Administrator. With field level permissions, there are two ways in which users are prevented from
accessing the field to enter data. In the first instance, the field may be visible to the user, but the
user would be prevented from entering data into the field without permissions. In the second
instance, the field may be invisible to specified roles.
Permission Assignment
Permissions are assigned by role. That is, Administrators determine which permissions a specific
role is allows. The Administrator then can determine which individuals are assigned that role.
Because Administrators can create new roles, the affect of permissions can be limited to a small
group or even an individual. For example, if an Administrator wants only a single person or a
small number of people to be able to add Solutions to the Knowledge Base, the Administrator
could restrict all Agents from adding to the Knowledge Base, then create a new Agent role,
assign the appropriate users to the new role, and allow the new role to add Solutions to the
Knowledge Base.
Field-level Permissions
"Permission" refers to the level of restriction applied to any user, whether it is an Agent,
Administrator, or Customer. For example, Agents can be restricted from submitting Solutions to
the Knowledge Base; therefore, such Agents would not have "permission" to submit Solutions to
the Knowledge Base. Field-level permissions restrict which fields are accessible to users. Fieldlevel permissions, like regular permissions, are defined by role. For example, Issues can sometimes
become exceptionally lengthy and cluttered in terms of the number of fields that are displayed,
20
FootPrints Administration Manual
but not all users need to see all fields. Field-level permissions can be used to "clean up" the Issues
page.
As another example, field-level permissions can be used to keep some fields hidden until such
time as they become relevant, such as fields created for system test being hidden until a certain
status is reached.
For details on configuring field-level permissions, refer to Field-level Permissions.
How Roles and Teams Work Together
Roles and teams are two user elements in FootPrints that work together:
•
Team—Users are organized in teams for assignment purposes.
•
Role—Users are granted permissions on what they can do within their team and within
the FootPrints workspace via a user role.
For example, while the "Level 1 Support Team" may be made up of five users, one of those users
might be the team leader and the other four are support technicians. All five users share the
same "Level 1 Support Team", but the team leader can be assigned the "Team Leader" role and the
other members can be assigned the "Technician" role. This distinction is illustrated in the
following table:
User
Jill Smith
Linda
Thompson
Bill Jones
Jose Gomez
Brian Patel
Team
Level 1 Support
Team
Level 1 Support
Team
Level 1 Support
Team
Level 1 Support
Team
Level 1 Support
Team
Role
Leader
Technician
Technician
Technician
Technician
In this example, when someone assigns an Issue to the Level 1 Support Team, all five members
receive an email notification and the Issue appears in the Team Assignment queue. Although the
Technician role may not allow those users to take the Issue, the Team Leader role allows Jill to
assign the Issue to one of the Technicians on the team. In addition, the Technicians may be
restricted to only viewing Issues for their own team, while Jill could view the Issues for all teams in
the Workspace.
Teams can be organized for different functions, departments, groups, etc. Roles can be
configured to give as much or as little access as desired for a group of users.
Other Aspects of Roles and Teams
•
One Role, Many Teams—While a user can be a member of multiple teams, a user can only
have one user role within a Workspace. Therefore, within a Workspace, a user has the
same permissions regardless of the team to which he or she belongs.
•
Team leaders—Team leaders can be designated for a Team. This makes a convenient
method for designating where an email should go when an Issue Escalation occurs.
21
FootPrints Administration Manual
•
Customers—Customers cannot belong to teams because they cannot be assigned to
Issues. Customers are organized by "organizational unit". (The organization unit is an
optional property of a contact in the Address Book. Examples of an organizational unit
include "Department", "Business Unit", or "Company". If an organizational unit is
specified, the contacts in the Address Book are grouped by organizational unit.)
Customers can, however, be assigned to a customized role in order to create a special
set of permissions.
•
Same Name for Role and Team—While the ability to configure roles and teams separately
gives you more flexibility, you can choose to give all of the users in a team the same
permissions. In that case, you might, optionally, give the role and the team the same
name.
•
Optional—If the functionality provided in roles and teams is not needed by your
organization, you do not need to configure these features at all. Users can be assigned
individually without teams and can inherit the permissions of the built-in roles.
Customer Self-service
Customers in FootPrints have access to many self–service features. Depending on their permission
level, Customers can submit Requests, track the status of their Requests, search the Knowledge
Base for Solutions to their problems, etc. This user type is appropriate for both employee
Customers and external Customers of your organization.
With respect to security for self-service Customers, FootPrints can authenticate against multiple
login methods. This allows, for example, new customers to be validated against the Windows
password file, while Agents are validated against the company’s master /Active-Directory/LDAP
contact book.
Fields
A "field" is a section of a web form that can accept input. Fields generally accept either text or
numbers. In addition, fields can accept a mouse click that selects an option from a list or a mouse
click that checks or unchecks a box.
Field Types
The following workspace field types are supported:
22
•
Character (single or multiple line)—This type of field can contain any type of data, such as
alpha, numeric, or special characters. Single-line character fields accept one line of data,
while multiple-line character fields accept an unlimited number of lines of data. There is
no effective limit on the amount of text in a field.
•
Integer—Accepts integers.
•
Real Number—Accepts positive integers or decimal numbers (no negative numbers). If
FootPrints is running on MS SQL Server or MySQL, you will be asked to include Total
Digits and Total Decimal Places for the real number when configuring the field. Total
Digits is the total number of digits in the number and Total Decimal Places is the number
of digits to the right of the decimal. If an unacceptable value is entered into a real
number field, such as a value that includes alphabetical characters, has too many digits
FootPrints Administration Manual
after the decimal place, or is too wide for the field as it has been configured, FootPrints
generates a warning before you can leave the page.
When creating a new real number field, MS SQL versions of FootPrints asks for the total
digits and total decimal places on the field maintenance page. This is necessary since SQL
Server real numbers default to four decimal places, which might not be what you want
displayed if you are entering currency information.
•
Date—Accepts valid dates (format based on system or user preference).
•
Date-Time—The user can select both a date and a time for this field type. Can optionally
be linked to the Calendar. A default link to the calendar(s) can be changed at the time of
Issue creation by the Agent. In addition, the field can be configured as a link to the
personal calendar or personal and workspace calendars by default. by clicking the radio
button for either linking to the personal calendar or linking to the personal and
workspace calendars when the Issue is created. To select the current date-time, click the
checkbox provided with the field.
•
Drop-down—Offers a pre-defined drop-down list of choices from which the user chooses
one of the options.
•
Multi-select—Allows the user to select multiple choices from a pre-defined list.
•
Checkbox—Offers a checkbox for users to select in the Issue form. In searches, reports
and on the Details screen, the values "On" and "Off" are displayed, or alternate values can
be defined. Mandatory/optional permissions do not apply to checkboxes; this field can
be checked or left unchecked by the user.
•
Web site—Accepts URL addresses (of the form http://server.name.com). Appears as a
hypertext link on the Details page of an Issue.
•
FTP—Accepts fully-qualified FTP addresses (of the form ftp://ftp.sitename.com). Appears
as a hypertext link on the Details page of an Issue.
•
Email Address—Accepts Email addresses. Appear as a hypertext link on the Details page
of an Issue.
•
Add Tab/Section—Adds a section header or tab, depending on whether you are using
the expand/collapse or tabs interface. When a tab or section is added, it is automatically
placed at the end of the set of tabs or sections. The administrator must use the arrow
keys to move the tab or section into its appropriate position on the page and must also
move the fields to be associated with that tab or section individually.
Built-in Fields
Built-in fields are fields that are included in the FootPrints Workspace templates at installation.
Some of the built-in fields cannot be removed, but the labels on built-in fields can be changed.
For example, "Title" can be changed to "Incident", but the field itself must remain on the Issue
form and must be filled out in order for an Issue to be submitted, i.e., accepted by the system.
To see which Workspace templates contain which built-in fields, refer to Chapter 12:
Sample Workspace
Templates.
Mandatory and Optional Fields
Mandatory fields are fields that must be populated in order for the Issue to be successfully
submitted.
23
FootPrints Administration Manual
Optional fields are fields that may or may not be populated when an Issue is submitted. If all
mandatory fields are populated but one or more optional fields are not populated when an Issue
is submitted, the submission should be successful.
24
FootPrints Administration Manual
Field Dependency
"Field dependency" refers to a configuration in which the data entered in one field changes the
options in the next field. For example, if you have a drop-down field labeled Problem Type and
you select Printer from its drop-down list, the next field would offer options that are specific to
printer problems. If, instead of Printer, you had select Network, then the next field only displays
options related to network problems. FootPrints has a facility for creating field dependencies, so
that users can be lead through a series of fields, each of which contains options that are specific
to the choice made in the previous field.
Multiple dependencies can be configured per workspace and multi-level dependency groups can
be created to funnel the user to categories and sub-categories.
There are two kinds of field dependencies supported in FootPrints:
•
Pop-up window containing dependent fields—For this type of field dependency, a dropdown menu is designated as a “decision field”. A different pop-up window is displayed
depending on which option is selected in the decision field (drop-down menu). Each of
the pop-up windows is configured with your choice of fields. For example, assume that
there is a field called Resource. The options for Resource are Hardware and Software. If
the user selects Hardware from the menu, a pop-up window is displayed with a dropdown menu field called Asset, a multi-line character field called Description, etc. The
drop-down menu might contain a list of hardware assets, such as Printer or Edge router,
and the Description field is for describing the problem, and so on. If, however, the user
selects Software, a pop-up window is displayed with a drop-down menu field called
Application which lists the applications, such as Excel or Visio, and a second field called
Server, which lists DNS names.
•
Dynamic drop-down dependency groups—A drop-down menu is designated as a
decision field for this type of field dependency as well. However, in this case, a pop-up
window is not the dependent factor. Instead, there is a set of subsequent drop-down
menus on the same page. The choices that are displayed in each of those drop-downs
depend on the choice made in the preceding drop-down field. An example of this
would be a drop-down menu field called Software that lists software products. The next
field is called Release. The user selects a software title in the Software field. The values in
the Release drop-down change depending on which software product was selected in
the decision field. The next drop-down menu field might be called Known Problems.
This contains a list of known problems that are based on the specific software product
and release. If a different software product is selected, different release numbers are
displayed and, depending on the release selected, different known problems are
displayed.
This type of field dependency is very useful in setting up multi-level groups of
dependencies that drill-down and refine the information being submitted.
Workspace Schema
The Workspace Schema is a display of the order of the fields in a workspace. The Workspace
Schema is useful when you are attempting to import data to FootPrints or export data from
FootPrints. The Workspace Schema can be used to check that the tables of data match up.
InstaCalc Fields
25
FootPrints Administration Manual
FootPrints allows you to create simple mathematical formulas using Workspace fields. The
formulas allow multiplication, division, addition,and subtraction as well as the use of the unary
minus and parentheses. Formulas follow the standard order of operations.
Address Book
The FootPrints Address Book is a database of contact information for your end users, whether
they are employees, remote users, or customers. The contact data can be kept in FootPrints or
can be dynamically read from an outside source, such as Microsoft Exchange, Active Directory, or
other LDAP source. The LDAP option is only available in the demo or if you purchased the
Dynamic Address Book Link add-on module. When the Dynamic Address Book Link is used,
individual contacts cannot be added to the FootPrints Address Book directly. If you wish to add
someone to the Address Book when using the Dynamic Address Book Link, you must add the
contact to the LDAP source. Supported contact databases include Microsoft Exchange 5.x/2000,
Netscape iPlanet, Lotus Notes, and Novell Directory Services.
NOTE
FootPrints supports Secure LDAP (LDAPS). For additional information on LDAPS support, contact
Numara Software Support.
Address Book data can also be imported from an outside source, such as a SQL database.
When an Issue is created in FootPrints, it can be linked to a contact, so that the information about
the end user is available to technical users looking at the Issue.
A FootPrints Address Book is made up of fields, just like an Issue. When a Workspace is built, the
fields in the Address Book are dependent on the Workspace template that was selected.
Administrators can modify the fields in the Address Book as appropriate.
The Address Book contains two additional properties:
•
Primary Key—The primary key is a unique identifier for each contact in the Address Book.
If the customer self-service feature is used, the primary key is the ID that customers use to
log into FootPrints, along with a password. This field should be both present and unique
to all contacts. "User ID" is the recommended field and also the default for all templates.
•
Organizational Unit—The organization unit is an optional property used to organize
contacts in the Address Book. Examples include "Department", "Business Unit", or
"Company". If organizational unit is used, the contacts in the Address Book are grouped
by the field.
Contacts
"Contact" is the default name given to a record in the FootPrints Address Book. Normally this
contains a customer's name, email address, phone number, etc., but a contact can be any record
in the Address Book containing any number and variety of fields.
Contact data can be added to the database in a variety of ways. Contacts can be typed in
directly, one-by-one, or imported from another source. In addition, FootPrints allows you to
dynamically link to any LDAP source and populate the Address Book from that source. This has
the advantage of allowing you to maintain only the one LDAP resource. Any changes made to
the LDAP resource are reflected dynamically when contact information is accessed in FootPrints.
Master Contact Record
26
FootPrints Administration Manual
The Master Contact Record provides an easy way to organize contacts by company, with contacts
from each company inheriting properties from the master company record. A master contact
record allows an Agent to store information common to an organization, such as a company
name or department, in a record similar to that of an address book contact. Upon adding or
editing a contact who is a member of an organization for which a master contact record exists,
the Agent may pre-load the master contact record information into the contact.
For details on configuring the Master Contact Record, refer to Master Contact Record Setup.
For details on using the Master Contact Record, refer to Master Contact Record Actions.
Resolving Issues
Issue resolution can be accomplished in a number of ways. The first and most obvious is by
Agents directly working on an Issue. In a normal workflow, an Issue may be created or received
as a Request from a Customer, an Agent is assigned when the Issue is created, and the Agent
resolves and closes the Issue.
Other ways in which Issues can be resolved outside the normal workflow described above are
with:
The Knowledge Base
Frequently Asked Questions (FAQ)
Knowledge Base
The Knowledge Base is a place to record, organize and manage important information for a
FootPrints Workspace database. This can include, but is not limited to: solutions to common
problems, answers to Frequently Asked Questions, patches, and documents. By using the
FootPrints Knowledge Base feature, you can turn the past experiences of individual customers
and agents into a database of Solutions for all Workspace members. This can assist Agents in
finding quicker resolutions to recurring problems and in empowering customers to find the
answers to their questions without submitting a request.
Records in the Knowledge Base are called "Solutions". Solutions can be developed specifically for
the Knowledge Base or can be Issues that were resolved and contain a solution to a problem.
Users may be required to obtain an "approval" before a Solution that they submitted is accepted
into the Knowledge Base. Approvals are described in more detail below.
Internal Knowledge Base
Solutions can be designated to go into the internal Knowledge Base. The internal Knowledge
Base is only available to internal FootPrints users, i.e., it is not accessible by anyone in a customer
role. Internal users can also be configured in roles to restrict access to the Knowledge Base.
Public Knowledge Base
Solutions can be designated to go into the public Knowledge Base. The public Knowledge Base is
accessible by all internal users as well as any customer with permissions.
27
FootPrints Administration Manual
External Resources
In addition to the FootPrints Knowledge Base, which comprises Issues that are designated as
Solutions, FootPrints can provide links to external Knowledge Bases. FootPrints comes with links
pre-configured for the following external Knowledge Bases:
•
Adobe
•
Apple
•
Google Groups
•
Hewlett-Packard
•
Microsoft Technet
An additional external Knowledge Base is Knowledge-Paks® Online (from RightAnswers, LLC),
which is described below.
Administrators can add external Knowledge Bases to FootPrints.
Knowledge-Paks Online
Knowledge-Paks OnLine, a product of RightAnswers, contain thousands of solutions to common
desktop and other IT Issues. Knowledge-Paks OnLine is only available if you have purchased and
enabled the Knowledge-Paks add-on module from Numara Software.
Approvals
By default, Agents in FootPrints can submit Solutions to both the public and internal Knowledge
Bases. Using role permissions, Administrators can limit designated users from submitting Solutions
to the Knowledge Bases, and/or can require designated users to receive approval before their
Solutions are published. This allows the Administrator to have better control over which
information is published to Customers and to review Solutions before Customers see them.
When Agents are required to receive approval before publishing Solutions, one or more users
must be designated as approvers. These users (usually Administrators) receive email when a
Solution is submitted for approval and can approve, edit, or reject the Solution.
Once approvals are configured for at least one user role, the approval process is in place
automatically.
Frequently Asked Questions
In FootPrints, Frequently Asked Questions (FAQs) are categories that are available to Agents and
Customers (who have appropriate permissions) when searching the Knowledge Base. These
categories are created and maintained by the Workspace Administrator. The categories are
defined by advanced search criteria, such as problem type, platform, software version, etc., and
named and saved by the Administrator. Each time a category is accessed, it returns the latest
Solutions that match the criteria defined for that category.
The FootPrints idea of a FAQ page is not like other FAQ pages with their question and answer
format. Instead, a FootPrints FAQ is more of a pre-defined search category within the Knowledge
Base that displays all of the Solutions that were found during the search. It is a time-saving device
that helps organize the Solutions in the database for the user. A FootPrints FAQ can also contain
hierarchies of categories.
28
FootPrints Administration Manual
Licenses
There are three categories of FootPrints license for users: fixed, concurrent, and Customer:
•
Fixed—The user is assigned a single license and logs into FootPrints with his own unique
ID and password. Only one user can use this type of license at a time because it is
assigned to a specific user. A fixed license is always available to the user to whom it is
assigned.
•
Concurrent—A concurrent license is sometimes referred to as a "floating" license. A
concurrent license can be shared by an unlimited number of people, but only one such
user can be logged into FootPrints under an instance of a concurrent license at one time.
Each user sharing a concurrent license has his or her own unique ID and password, but
can only log in if a concurrent license is free. To further clarify, if five concurrent licenses
are purchased and twenty-five people are sharing those licenses, only five of the twentyfive can be logged in at one time. If a sixth person tries to log in, a message is displayed
to the sixth person stating that there are no available licenses. If one of the five users
logs out of FootPrints, a license is freed and a new person can then log in.
Concurrent user access is logged, including successful logins and denials due to lack of
license availability. This allows the administrator to gauge usage of concurrent licenses
over a period of time.
•
Customer—A Customer license permits an unlimited number of customers to be created
and have access to the system.
Licensing and User Roles
As stated above, you must have a Customer license to enable incoming email for external users.
Workspace Administrators and Agent users can use a fixed or a concurrent license.
System Administrators must have a fixed license.
Asset Management
Asset Management is an add-on module to Numara FootPrints. Asset Management enables the
auto-discovery of PC assets, network management, and software deployment using any
combination of the following:
•
Numara Asset Management Platform—Complete, up-to-the-minute PC hardware and
software identification.
•
FootPrints Integration with Microsoft System Center Configuration Manager/SMS—
Allows help desk Agents to dynamically access PC asset data, acquired with Microsoft
System Center Configuration Manager/SMS, while they're working on an Issue from
within FootPrints.
Note
Microsoft System Center Configuration Manager/SMS is only available for systems running the
Windows OS.
•
FootPrints Integration with LANDesk by LANDesk Software—Allows Agents to
dynamically access PC asset data, acquired with LANDesk, while they're working on an
Issue from within FootPrints.
29
FootPrints Administration Manual
Numara Asset Management Platform
With Numara Asset Management Platform, you can track all hardware and software assets.
Numara Asset Management Platform allows Agents to incorporate asset data into issues by
performing lookups in the asset management database. Asset data is fully integrated with
FootPrints Issue management. Agents can get automatic snapshots of users' configurations,
including platform, hardware, and software information and save the information as part of the
Issue record.
For details on configuring Numara Asset Management Platform, refer to Numara Asset
Management Platform.
Integration with Microsoft System Center Configuration
Manager/SMS Inventory
If your organization uses Microsoft System Center Configuration Manager/SMS for tracking PCbased inventory, you can take advantage of Microsoft System Center Configuration Manager/SMS
inventory data from within FootPrints. FootPrints with Microsoft System Center Configuration
Manager/SMS integration allows help desk Agents to dynamically access PC asset data for a user
directly from within an Issue in FootPrints. This automated process saves time, helps Agents solve
users' issues quickly, and ensures data accuracy.
When creating or editing an issue from within FootPrints, you can directly view hardware,
software, and network information that's contained in the Microsoft System Center Configuration
Manager/SMS inventory database for a particular machine or user. The data can then be
imported into the FootPrints Issue. This information becomes part of the Issue's history and is
searchable from the FootPrints Advanced Search and Reporting tools.
FootPrints with Microsoft System Center Configuration Manager/SMS integration can be enabled
on a per Workspace basis.
For details on configuring FootPrints Integration with Microsoft System Center Configuration
Manager/SMS, refer to Microsoft System Center Configuration Manager/SMS.
Integration with LANDesk
If your organization uses LANDesk for tracking PC-based inventory, you can take advantage of
LANDesk inventory data from within FootPrints. FootPrints Integration with LANDesk allows help
desk Agents to dynamically access PC asset data for a user directly from within an Issue in
FootPrints. This automated process saves time, helps Agents solve users' issues quickly, and
ensures data accuracy.
When creating or editing an issue from within FootPrints, you can directly view hardware,
software, and network information that's contained in the LANDesk inventory database for a
particular machine or user. The data can then be imported into the FootPrints Issue. This
information becomes part of the Issue's history and is searchable from the FootPrints Advanced
Search and Reporting tools.
FootPrints Integration with LANDesk can be enabled on a per Workspace basis.
For details on configuring FootPrints Integration with LANDesk, refer to LANDesk Asset Manager.
30
FootPrints Administration Manual
Another Asset Management Tool–FootPrints Deploy
powered by Prism Deploy®
FootPrints Software Deployment, powered by Prism Deploy, installs and updates software on any
PC, laptop, or server throughout your entire organization. Featuring mature, award-winning
software deployment technology, a drag and drop deployment console, and a unique Conflict
Checker utility, FootPrints Software Deployment makes software deployment very simple.
For details on configuring FootPrints Deploy powered by Prism Deploy, refer to FootPrints
Deploy.
FootPrints supports several modes of user/password authentication. Administrators have the
option of using FootPrints' internal encryption techniques, in which FootPrints maintains its own
database of users and passwords, FootPrints can let the web server perform the authentication,
or FootPrints can authenticate by interfacing with either an LDAP directory server or the
Windows user list on Windows, and UNIX/Linux user list on UNIX systems.
Each FootPrints user may be assigned either a primary or secondary authentication method. Only
the assigned method is attempted when a user tries to authenticate. If the secondary
authentication method selected is None, all FootPrints users are authenticated against the
primary authentication method.
If FootPrints authentication is used, any user attempting to access FootPrints must have a unique
FootPrints ID and password. If an external authentication method is enabled (Windows, UNIX, or
LDAP), then authentication is based on the users' network IDs and passwords, but a user ID must
still be created within FootPrints for each agent.
Searches
When FootPrints conducts a search, it means that the user supplies some criteria (a keyword, an
Issue number, a date range, etc.) and FootPrints assembles and displays all of the records that
meet the search criteria. Searches can be conducted on specific fields (for example, search the
Problem Type field for all records that contain the word "Printer" in that field) or on all fields (for
example, the user supplies keywords such as "wireless data" and FootPrints searches all of the
fields in all of the records for those words). Searches can also be conducted on a date or range of
dates (e.g., all Issues that were opened between April 1, 2007 and April 30, 2007).
FootPrints contains a number of search facilities that allow you to search and locate specific Issues
in the database and create custom queues for the Homepage:
•
Quick Search—Available from any page in FootPrints. Search by entering a keyword,
title, or Issue number.
•
Built-in Queues—These are lists on the FootPrints Homepage that, when selected,
assemble and display records according to predetermined criteria. For example, the user
might click on the My Assignments queue, which would then display all of the Issues
assigned to the user.
•
Advanced Search—Complex search on all fields and criteria.
•
Saved Searches—Save advanced search criteria to create queues available from the
FootPrints Homepage.
•
Cross-workspace Searching—Search for issues across multiple Workspaces.
31
FootPrints Administration Manual
Reports
Reports quantify and format information stored in the database. When the user requests a report,
it means nothing more than deciding which field data to retrieve and how the output should
look. FootPrints then provides the information in the requested format. The key to making
Reports that are useful is deciding what sort of information you want to have before you run the
Report. For example, if you want to determine how many issues were in an active state (i.e., not
yet closed) on a specific date and how many of those particular issues were then closed one
month later, you can specify those criteria to FootPrints and request a Report. FootPrints then
connects to the database, counts these items for you, and generates a Report that displays the
data in the format you requested.
Types of Reports
The following Report types can be obtained from FootPrints:
•
Single Issue Report—Create a report on a single Issue.
•
Quick Report—Create a report on a set of Issues displayed on the Homepage.
•
Custom Reports—Create custom reports with custom criteria and formatting options,
including graphics and multi-level metrics.
•
Saved Reports—Access saved custom report templates.
•
Shared Reports—Access report templates that are shared by different users.
•
Workspace Flashboard—Display an up-to-the-minute, customizable, graphical
representation of help desk and workspace activity.
•
Personal Flashboard—Display an up-to-the-minute, customizable, graphical
representation of the individual's activity and the activity of Teams to which the Agent
belongs for the current Workspace.
•
Metrics—Generate reports for statistical and historical analysis.
•
Cross-workspace Reporting—Create custom reports across multiple workspaces.
•
Time-tracking Reports—Generate time-tracking and billing reports.
•
Report Templates—Create single-issue report templates for printing out Purchase Orders,
Work Orders, RMA’s, etc.
•
Change Management Reports—Only available with the Change Management Add-on
module, provides data about Issues that match the Change Management criteria.
Time-tracking
Time-tracking is used to track the time Agents spend working on Issues. Time can be tracked
automatically by the system or manually by the Agent. Agents can be assigned hourly billing rates
to be used in calculating the monetary amounts spent on Issues in addition to time spent. Time
can be tracked for any Agent when creating Issues and when editing Issues. The total time
counted over all sessions is accumulated and stored for the Issue. If this feature is not needed, it
can be disabled for the Workspace.
This data can be used to create time-tracking reports, which can be used for billing, or to track
any time-related information, such as how long one or more users spent on certain kinds of
Issues. A FootPrints time-tracking report returns totals and averages of all time-tracking data
included in the report and individual time-tracking information for each Issue reported. In
32
FootPrints Administration Manual
addition to returning specific data for billing purposes, the time-tracking report can be used to
return averages and totals for a specific internal user, Customer, status or priority type, etc.
Numara FootPrints Calendar
The FootPrints Calendar is a web-based calendaring system that is fully integrated with FootPrints
issue tracking and customer problem management. Agents and Administrators can track
personal and workspace-wide appointments, schedule meetings, jobs, and more. Calendar
appointments can be linked to FootPrints issues. Recurring appointments can be created that
automatically create new Issues at the next recurrence. Appointments can be synchronized with
Microsoft Outlook via email or, if you have the FootPrints Sync add-on module, with a number of
supported Personal Information Managers (PIMs). Work schedules can be defined for the
Workspace and for individual Agents, including regular work hours, holidays, vacations and sick
leave, which can reduce conflicts when scheduling work. Agents can set their FootPrints
interface to their local time zone so that all appointments and other times appear in local time
rather than the time on the server.
There are three options for the FootPrints calendar system:
•
Workspace—The Workspace Calendar can be used to track appointments for all Agents
and Teams for a FootPrints workspace. Each Workspace has its own calendar.
•
Personal—Each Agent/Administrator in FootPrints has a Personal Calendar. This is a place
to add both personal appointments and work-related appointments. The Personal
Calendar remains constant throughout all workspaces for a user.
•
Availability—Each Agent/Administrator can have an availability schedule defined for
them, minimizing conflicts when work appointments are scheduled. Availability can be
linked to date/time fields in an issue.
Workspace Work Schedule
A work schedule can be defined for a Workspace and for individual Agents. Regular working
hours, days off, and holidays can be defined in the work schedule by the Workspace
Administrator. Escalation rules can be configured to follow the Calendar. Holidays and
exceptions to the regular schedule are defined in the work schedule. When generating a timetracking Report, work schedule time can be figured into the Report so that only time during work
hours is calculated. For example, if your organization usually works an eight hour day, Monday
through Friday, you can define your Workspace Work Schedule as eight hours, Monday through
Friday. You can then run a report showing how long it took to close Issues. By setting the Report
to account for the eight hour work day and five day work week, the Report will only count the
time spent during the defined days and hours (a maximum of 40 hours per week). If an issue
took from 9AM Monday morning until 9AM Wednesday morning to close, the Report will show
that as 16 hours. If, on the other hand, the Report did not account for the Workspace Work
Schedule, the same Issue would be reported as taking 48 hours to close.
The FootPrints Workspace Work Schedule also allows the administrator to establish a second shift
in the work schedule. This provides greater flexibility in work hours and reporting.
33
FootPrints Administration Manual
Synchronizing Appointments
Appointments in the FootPrints calendar can synchronized with external calendars and viceversa. This means that, from within FootPrints, you can create an appointment on the FootPrints
calendar and have that appointment show up on your external calendar (Outlook, Lotus Notes,
etc.) You can also create an appointment in your external calendar and have it show up in your
FootPrints calendar. This requires installation of a small client.
Workflow Functions
"Workflow" refers to tasks and business rules that can be configured by the Workspace
Administrator to occur automatically based on many different criteria. "Workflow" functions are
the mechanisms that are built into FootPrints for configuring those tasks and business rules to
occur automatically.
Escalation
FootPrints escalation enables you to automate business processes throughout the system with no
programming, using the same web-based interface used for searches, reports, creating Issues, etc.
This feature can perform simple escalations that send email when an Issue has been unresolved
for a certain amount of time as well as observe more complex rules based on multiple criteria that
enact multiple actions, such as changing status, assignment, etc.
Some of the common uses of the FootPrints escalation feature are:
•
Time-based escalation—Escalate overdue Issues to another user or priority
•
Service Level Agreements—Alert Agents to the fact that a service level agreement
threshold is being reached.
•
Reminders—Send follow-up reminders to Agents.
•
Automatic Assignment—Create auto-assignment rules based on a combination of
multiple criteria.
•
Custom Email Notifications—Create custom email notifications to be sent to Agents and
Customers at any stage in the workflow.
•
External Programs—Launch a batch job in another system or application.
•
Multi-workspace workflow—Automate the escalation of an Issue from one workspace to
another.
•
Approvals—Use in conjunction with statuses and roles to define a custom approval
process.
An escalation rule automatically escalates Issues based on your criteria on a workspace-wide
basis. Rules can be defined for which Issues should be automatically escalated and for defining
what should occur when Issues meet those criteria. For example, your organization may have a
rule that states that "all priority 1 Issues must be closed within 24 hours." FootPrints' automatic
escalation feature can be configured to send an email automatically to alert the Administrator
when a priority 1 Issue is still open after 24 hours.
The order of escalation rules on the escalation page determines which rules take precedence. For
details on configuring escalation, refer to Managing Escalations.
34
FootPrints Administration Manual
Service Level Management
The Service Level Management feature is designed to help the service desk meet service levels for
customers based on their service contracts. Service levels can be defined based on the problem or
incident type using a Workspace field, or can be based on who the customer is using an Address
Book field. Resolution time, response time (how quickly a response of some kind must be made to
an Issue), contract information, and associated escalation rules can be defined for each level, and
an unlimited number of service levels can be defined. Due dates and times are automatically
generated based on the resolution time. Service Level Metric reports can be generated including
percentage of issues that exceeded the resolution time for a particular time period. In sum, the
Service Level Management feature can provide the basis for a series of automated workflow rules
that ensure the standard of service provided to customers.
NOTE
This feature is not available in the FootPrints database versions. To get the benefit of this feature,
you must upgrade to one of the SQL/ODBC-based versions for Windows (MS SQL Server, Access,
etc.), or DBD/DBI-database versions for UNIX/Linux (Oracle, MySQL, Postgres, etc.).
For details on Service Level Management, refer to Creating a Service Level Field.
Numara Software Change Management
In general, change management is a process developed to ensure that standardized methods
and procedures are used for handling all changes. The goal of change management is to
minimize the impact of changes on service quality.
The FootPrints Change Management add-on module enables organizations to develop their own
approval process for Issues with no programming. In FootPrints Change Management, approvers
are designated for specific workspaces. When an Issue meets approval criteria, the approvers are
notified that an Issue awaits approval. The approvers then give or withhold approval. When an
Issue meets approval criteria, it is moved to another stage in the process. Note that meeting
"approval criteria" may mean that the Issue is rejected rather than approved.
Workspace administrators can designate different approvers for different stages in the approval
process. For example, a proposal for a software change may require an approval in principle for
the change from product management, then an approval for the design from the development
organization, then an approval for the actual software build from software development, then a
testing approval from quality assurance, and so on. The Change Management feature allows the
Workspace administrator to create an orderly and efficient method for getting those approvals
and ensuring that nothing falls through the cracks or waits too long for review.
NOTE
FootPrints Change Management is an add-on module that incurs an additional cost. This add-on
module is not available for the FootPrints database version. Maintenance customers can upgrade
to another database version to enable this add-on module for no additional cost (other than the
cost of the add-on). Approvers must have a FootPrints Agent license (fixed or concurrent).
FootPrints Change Management provides features that include the following:
•
Customizable criteria for automatically setting off an approval process (including all builtin and custom fields)
•
Customizable rules for meeting an approval (i.e. requiring one, a majority, or all to
approve)
35
FootPrints Administration Manual
•
Customizable actions upon approval or disapproval, including the start of another
approval phase, change of status, re-assignment, etc.
•
Customizable email notifications for various stages of approval
•
Change Management Audit Trail
•
Customizable Permissions for access to approval information
•
Built-in homepage listing “My Approvals”
•
Built-in Change Management reports
•
Approval via email
•
Optional anonymous approvals
For details on configuring Change Management, refer to Configuring Change Management.
For details on using Change Management, refer to Using Change Management.
Numara Configuration Management
The Information Technology Infrastructure (ITIL) standards include two main categories for
organizing best practices that are further divided into five sub-categories each. One of these
requirements is Configuration Management, which is a sub-category of the Services Support
category.
Configuration Management deals with tracking individual “Configuration Items" (CIs) throughout
an enterprise. Configuration Management involves relating assets or CIs and establishing
dependencies and hierarchies. It also involves designating certain services as CIs, such as Email,
Internet, etc., and then determining upon which CIs each service is dependent. This process is
very important for identifying the impact of any changes that would be made within an
organization.
Numara FootPrints Service Catalog
Service Catalog is the heart of ITIL v3. A Service Catalog is a document that provides a brief
overview, in business terms, of all the business and infrastructure services offered by the IT
provider, which may also include service charges. Numara FootPrints Service Catalog (SC) enables
IT organizations to offer a menu of services customized to their business customers; this allows IT
to demonstrate its value to the business, and provide transparency of service costs . Items in the
Service Catalog might include new equipment (laptop, Blackberry, etc.), critical business services
such as email, or services required for a new hire. An entry in the SC would include a description
of service, costs, service level agreement, etc. in a customer-friendly interface.
The Numara Service Catalog builds on existing functionality in FootPrints (configuration
management, workspaces, quick issue templates, self-service, and change management) to
provide its Service Catalog solution. Because of its great flexibility, the Numara Service Catalog can
be used in any type of organization or department – IT, HR, Pro Services/Training, Facilities,
External Customer Support, etc.
Broadcast Message
A broadcast message is a message displayed in a pop-up window to all logged in FootPrints
internal users (i.e., not customers). Only system administrators can create broadcast messages.
36
FootPrints Administration Manual
Customer Surveys
When this feature is enabled, a customer satisfaction survey can be automatically emailed to
customers when their Issues are closed. The email, with the survey attached, is sent to the
customer according to the rules specified under Administration | Workspace | Automated
Workflow | Customer Surveys.
IMPORTANT
Check local laws governing automated surveys before enabling the feature.
Preventive Maintenance
The Preventive Maintenance feature enables the FootPrints user to provide proactive service
management with Quick Issue Templates that automatically create new issues on a recurring
basis, which can be used for periodic server maintenance, ensuring password changes on
strategic accounts every X days, regular auditing of systems for SOX compliance, or any other
regularly scheduled maintenance event.
FootPrints Web Services
FootPrints Web Services is a way for users to programmatically access the database over the
Internet using web services and perform specific functions. The specific functions are:
•
Searching the database ( using queries for Issue, Address Book, History data, etc.). This
search can be more complex than the built-in searching functions of the FootPrints
interface, since users can, for example, build combinations of AND and OR queries.
•
Retrieve the details of an Issue.
•
Create an Issue.
•
Edit an Issue.
•
Create dynamic or static link between Issues.
•
Create a new contact in the Address Book.
•
Edit an existing contact in the Address Book
•
Create a new or edit an existing contact in the Address Book.
37
FootPrints Administration Manual
38
FootPrints Administration Manual
Chapter 3: The Numara FootPrints
Interface
The Numara FootPrints Homepage
After successful login, the FootPrints Homepage is displayed. The FootPrints Homepage is the
starting point of your FootPrints workspace. You can return to the home page at any time by
clicking the “Home" button on the toolbar.
The FootPrints home page is displayed in two logical areas divided by the toolbar. Above the
toolbar, from left to right, are:
•
the Numara logo
•
the Quick Search field, for searching for issues
•
the greeting, which displays the user’s name
•
the Sign-out link, for logging off of FootPrints
•
the Preferences link, for setting individual user preferences
•
the Help link, for displaying the full online help documentation
•
below the Sign-out, Preferences, and Help links, the workspace drop-down for changing
the workspace.
Below the FootPrints toolbar are:
•
the dashboard components for listing items of interest, and, below that
•
the Actions drop-down for taking actions quickly
•
the Display drop-downs for displaying issues that meet specified search criteria, and
below that
•
the list of issues
The FootPrints toolbar displays the following options:
•
Home for displaying the home page
•
New Issue for opening a new issue
•
Reports for accessing reporting functions
39
FootPrints Administration Manual
•
Administration (only visible to those with administrator privileges) for accessing
administration functions
•
More for additional functions
The New Homepage
Experienced FootPrints agents will notice immediately how radically different the homepage
looks. All of the existing FootPrints features and functions are still there, but they have been
streamlined and the page has become less complicated in order to make it easier for you to
navigate. The goal was to make life easer for you, and once you become accustomed to the new
interface, it will be. For new agents, the new look of FootPrints will make it easier to adjust to
using the software.
Of special note, the term “Project” has been changed throughout FootPrints to “Workspace”.
Consequently, a cross-project report is now called a ”cross-workspace report”.
Where Things Went
The home page has been shifted around to emphasize buttons, links, and data that is most
important and to mute other information. This results in the eye being drawn to what is most
important and limits the clutter caused by superfluous information. Here’s a quick description of
where everything is now:
•
40
FootPrints Toolbar—The toolbar is no longer a row of buttons down the left side of the
page. It is now a band across the upper portion of the page, separating the top of the
page from the FootPrints Dashboard components and all the material below the
dashboard. By default, the toolbar does not have as many buttons visible, though the
administrator can add more buttons to it. The Homepage, New Issue, Reports, and (for
those with administrative privileges) Administration buttons are still there. If you click
them, you get the main page for those functions. If you mouse over them, a menu is
displayed for additional functions relevant to them. There is also a More button now.
Mouse over the More button to display additional functions, as follows:
ƒ
Address Book
ƒ
Workspace Calendar
ƒ
Personal Calendar
ƒ
CMDB (if your organization used the Configuration Management Database module)
ƒ
Knowledge Base
ƒ
Instant Talk (optional)
ƒ
Remote Control (optional)
•
My Preferences—If you are looking for the My Preferences button, it is now a link at the
top right of the page and is called simply “Preferences”.
•
Quick Issue Templates, Global Issues, and Adding to the Knowledge Base—Quick Issue
Templates, Global Issue, and adding to the Knowledge Base are now on the menu under
New Issue, and Quick Issues are called “Quick Templates”.
•
Reports—All Reports, including the Flashboards, are listed under Reports.
•
Search—All of the Search functions are at the top of the page where the Quick Search
was and remains located. The three radio button options for “Title”, “Keyword”, and
“Number” searching have been replaced with a drop-down that defaults to “Title”
searches and also includes a “Keyword” option. Typing a numeric value into the Quick
FootPrints Administration Manual
Search automatically pulls up the corresponding Issue with that number, so the
"Number" option has been remove. To perform a string search on a numeric value, you
must surround your numeric value with double quotes. Advanced Searches are
performed by clicking the Advanced link. Hover over the Advanced link with the mouse
for access to Saved Searches and Cross Workspace Searches.
•
Calendar—The Calendars (Personal and Workspace) are under the menu for the More
button. Visit either calendar or the Create/Edit Issue page for access to the Availability
Calendar.
•
Help—Help is now a link in the top right corner of the page. This is the button for the
main help page. Context-sensitive help remains on all other pages.
•
Logout—The log out function was in the FootPrints toolbar in the left frame. It is now
called “Sign out” and is a link in the top right section of the page.
•
Project drop-down field—The Project drop-down field, used to change projects, is now
the “Workspace” drop-down. It is no longer in the upper right corner of the page, put on
the upper right side. If you look there you will see the words “You are now in the X
workspace”, where X is the name of the current workspace. Click on the name of the
workspace and the drop-down is displayed.
•
List of Issues—The list of issues is in the same place that it was before.Some changes have
been made to give you more access to the information you need without having the
overhead of loading other pages. You will see the Priority, Title, and column that is sorted
highlighted while other information is muted. Alongside the Title is the first few words of
the most recent Description to easily see the latest information for your assignments.
Clicking [more…] will reveal even more of the most recent Description and reveal links for
“Descriptions”, “Details”, and “Edit”. Click the “Descriptions” link to reveal the full list of all
Descriptions if you need this level of detail. If more detail is needed, you can click the
“Details” link to launch the full Details page. At any time during this process you can click
the Title of the Issue to launch the new Quick Edit page to quickly update your Priority,
Status, Description, or other selected fields without having to leave the page. If you need
to edit more information, access to the full Edit page is available as a link once [more…] is
clicked, is available from the Quick Edit, and is also available by clicking the Issue number
on the homepage for 1 click access.
The new Quick Edit feature means that, without leaving the homepage, you can quickly
make an update to the Title, Priority, or Description, which are the most common
updates that occur. If you work in an environment that requires consistent updating of
other fields, your administrator can add other fields to this form. If you work in an
environment that requires extensive updating of fields and use of other functions with
each update like Time Tracking, the Quick Edit feature may not be for you and your
administrator may disable it
•
Quick Action Dialog—The Quick Action Dialog checkbox, which was located above the
list of issues on the right side of the page is still above the list of issues, but it was moved
to the left side of the page for greater visibility.
•
Priority—Formerly, all priorities in the priority column of the list of issues were displayed.
In the new interface, only important priorities are displayed so as to make them more
visible.
•
Multi-window mode—You may have noticed that the Incident Details and Edit pages are
opening in a new window. In the past this was optional, but is now the standard
approach in FootPrints. With the way the new homepage has been designed, you
should have to visit these pages less often than before. The separate windows also let’s
you multitask more efficiently.
41
FootPrints Administration Manual
Above the Toolbar
Quick Search
The Quick Search is located at the top of a FootPrints page. It is available from any FootPrints
screen (in the Address Book, the Quick Search searches the Address Book only).
To use Quick Search, enter the search string in the Quick Search field, select the field to search
from the drop-down (using the drop-down arrow), and the click the SEARCH button. A list of all
Issues that match your search criteria are displayed. More complex searches are covered in the
chapter on Searching and Reporting.
Sign-out
The Sign-out is located at the top of a FootPrints page. Click the Sign-out link to log out of
FootPrints.
Preferences
The Preferences option allows Agents, administrators, and customers (if they have been
configured with access to preferences) to customize their Homepage and set other personal
preferences. Users can change their email addresses, passwords, security options, Homepage list
preferences, and more.
NOTE
Customers do not have access to all of the preferences available to Agents and administrators.
To change preferences, click the Preferences link.
Tabs are displayed for:
•
Personal Info—Change your display name, email address, default Workspace, password,
and more.
•
Issue Page—Options for creating and editing Issues.
•
Homepage—Define the list of Issues and columns displayed on yourFootPrints
homepage.
•
Dashboard—Define the dashboard components that appear at the top of the main frame
on your FootPrints homepage.
•
Misc. Preferences—Other personal preferences.
NOTE
Most options apply to FootPrints system-wide, with the exception of Homepage and the security
option to Require Password for Issues, which are chosen on a per-Workspace basis. If a user
belongs to multiple Workspaces, it is possible to display different list preferences for each
Workspace.
42
FootPrints Administration Manual
Personal Info
These options apply to all Workspaces to which you belong. After configuring options, scroll to
the bottom of the page, enter your password, and click SAVE.
•
Name—Change your display name (does not affect user ID). Replace the current name in
the text box.
•
Primary Email address—Change your email address for FootPrints email notification. To
change your email address, replace the current address in the text box. The option must
be checked to receive email.
•
Pager Email Address (optional)—Optionally enter separate email address for notification
via pager. Can be used for escalation notification. Check this option to receive regular
notification email at this address.
•
Wireless Email Address (optional)—Optionally enter separate email address for
notification via wireless device. Can be used for escalation notification. Check this option
to receive regular notification email at this address.
•
Change Password—Change your FootPrints password. Password must be entered twice.
•
Default Workspace—If you are a member of more than one Workspace, change the
default Workspace that is displayed when logging in to FootPrints. To change the default
Workspace, choose from the drop-down box.
•
Your Local Time Zone—By default, FootPrints displays all dates and times in the time zone
where the FootPrints server resides. If you select a time zone from the drop-down list, all
dates and times are displayed adjusted to be accurate for that time zone (does not affect
how data is stored).
•
Date Format—This option determines how dates are represented throughout FootPrints.
The options are:
ƒ
American—MM/DD/YYYY
ƒ
European—DD/MM/YYYY
ƒ
ISO—YYYY/MM/DD
ƒ
Revert to the system default—The default format set by the System Administrator is
used.
•
Preferred Language—If the current FootPrints installation supports multiple languages,
choose a language for display.
•
U.S. Government Section 508 Compliance/Visually Impaired Enhancement—This feature
enables FootPrints to be better accessed by visually impaired users. If enabled, FootPrints
is optimized to be used with the "JAWS" browser and other similar browsers. If you
enable or disable this feature, you must refresh the browser.
NOTE
This feature should only be enabled if you are visually impaired and using a browser like JAWS.
•
Delete Cookie—If you elected to have FootPrints remember your ID and password (on
the Login page), an option to delete the login cookie appears here. Check the box to
delete the cookie. Deleting the cookie means that you must enter your user name and
password every time you log in to FootPrints.
NOTE
If you just changed your password, your old password is still active until after you apply the
changes. Consequently, even though you changed your password on the Preferences page, you
must enter the old password to apply the changes. After successfully changing your preferences,
your new password becomes active.
43
FootPrints Administration Manual
Issue Page
These options apply to all Workspaces to which you belong. After configuring options, scroll to
the bottom of the page, enter your password, and click SAVE .
•
Interface Style—Choose between Tabs and Expand/Collapse
ƒ
Tabs—Selecting Tabs causes sections to be displayed as tabs on Create, Edit, and
Details Issue pages. If you select Tabs, you can select which section tab is displayed
when each of the three page types (Create Issue, Edit Issue, and Details) is displayed.
Choose the tab to display from the drop-down box.
ƒ
Expand/Collapse—Selecting Expand/Collapse causes sections to be displayed as
expandable/collapsible sections on Create and Edit Issue pages. Agents can click the
plus or minus sign beside the section heading to expand or collapse the section,
respectively. If you select Expand/Collapse, you can select which sections are
displayed in the expanded mode for each of the three page types (Create Issue, Edit
Issue, and Details). Checking the box beside the section name means the section is
expanded when you access the selected page.
•
Automatic Spell Check—Optionally enable automatic spell check on the Create Issue and
Edit Issue pages. The spell check occurs after you submit an Issue or an update to an
Issue.
•
HTML Description Editor—The Description field can include controls for formatting the
text, including font type, size, color, bulleted and numbered lists, and tables. Internet
Explorer v5.5 or greater is required for this feature to work. If disabled, a plain text box is
used instead.
NOTE
The HTML Description Editor feature may be disabled by the administrator in some Workspaces.
44
•
Flip-Thru Description Viewer—If enabled, when the user views the Issue Description field,
only one description is displayed at a time. Arrow buttons allow the user to "flip through"
multiple descriptions for the Issue. An additional control above the Description field
allows the user to display all of the descriptions at once in a new window.
•
Display Complete Description on Edit—If enabled, a display field that cannot be edited is
included just before the Description field that allows the Agent to scroll through
previously entered descriptions without opening a separate View Current Description
window.
•
Edit Most Recent Description—If enabled, the last description of an Issue appears on the
edit page in a separate box for editing purposes. This option is only available to
administrators or other users with the correct role permission.
•
Prefill New Issues With My Contact Information—If enabled, the Contact Information
section of the Issue is always pre–populated with the Address Book record of the Agent
entering Issue data. The Agent must have a corresponding record in the Address Book
for this to work. Otherwise, the fields remain empty.
•
Open attachments from a new window—If enabled, a new window is opened when you
click on a file attachment to download it. The default is "Disable".
•
Behavior after issue create/edit—The three options in this drop-down are: Close window
and/or refresh homepage, Display issue details, and Display confirmation page only.
Close window and/or refresh homepage closes the Issue page window . Display issue
details displays the Issue details page in a new window. Display confirmation page only
displays a View Issue button and a Close Window button. Clicking the View Issue button
displays the Issue details page. On a heavily used system (one with many agents and
Issues) the Display confirmation page only option provides the best performance, while
the other two options are about equal in terms of their affect on system performance.
FootPrints Administration Manual
•
Quick Descriptions/Signatures—If you select the link, a window is displayed that allows
you to create pre-defined text with which to populate the Description field in the Create
Issue and Edit Issue pages. This can be used to create a personal signature, or to have
common answers readily available. To use a quick description when completing a Create
Issue or Edit Issue page, select the name of the quick description from a drop-down list
located in the Description field title bar. Additional information for creating, editing, and
deleting quick descriptions is below.
•
Require Password for Issues—Require a password to save changes to an Issue. This is
enabled on a per-workspace basis, i.e., to enable this in another workspace, change
workspaces, then return to the Preferences page and enable it.
Create a Quick Description/Signature
To create a quick description:
1.
Select Preferences and then click the Quick Description/Signatures link in the Issues tab on
the Preferences page. A pop-up is displayed.
2.
Enter a name for the quick description/signature in the Create section, then enter your
password and click GO. A multi-character field is displayed.
3.
Enter the content for the quick description/signature into the multi-character field and click
GO.
4.
The description is saved and the Quick Description pop-up is displayed to allow you to
create, edit, or delete additional quick descriptions/signatures.
Once a quick description or signature has been created, a drop-down box appears on the Create
Issue and Edit Issue pages in the Description field title bar. The drop-down box contains the
name(s) of the quick description(s) in the Workspace. If the Agent selects a name from the dropdown, the Description field is populated with the pre-defined text. The Agent can still enter
additional text in the Description field.
Edit a Quick Description/Signature
To edit a quick description:
1.
Select Preferences and then click the Quick Description/Signatures link in the Issues section
on the Preferences page. A Quick Descriptions pop-up is displayed.
2.
Click on the name of the quick description or signature in the Edit section, then enter your
password and click GO. A multi-character field is displayed.
3.
Make the changes you want to the text in the multi-character field. You can delete, add, or
alter text as you see fit. When you are done making changes, click GO.
4.
The content is saved and the Quick Description pop-up is displayed to allow you to create,
edit, or delete additional quick descriptions/signatures.
Deleting a Quick Description/Signature
To delete a quick description/signature, which removes the quick description or signature from
the drop-down box on the Create Issue and Edit Issue pages:
1.
Select Preferences and then click the Quick Description/Signatures link in the Issues section
on the Preferences page. A Quick Descriptions pop-up is displayed.
2.
Click on the name of the quick description/signature in the Edit section, click the Check this
box to delete the selected Quick Description/Signature checkbox, then enter your
password and click GO.
3.
The quick description/signature is deleted and the Quick Description/Signature pop-up is
displayed to allow you to create, edit, or delete additional quick descriptions or signatures.
45
FootPrints Administration Manual
Homepage
This tab is used to define the list of Issues displayed on the FootPrints home page. By default, My
Assignments is chosen. The My Assignments selection lists your most recent open assignments
and is the recommended choice for most users. It is the fastest to display and allows you to be
continuously updated on your assignments. However, the user can choose instead to display any
built-in or custom list.
NOTE
The options chosen below are, in effect, on a per-Workspace basis. To change your preferences in
another Workspace, change to that Workspace and re-configure the List Preferences.
The options are:
•
•
46
Select the Lists that will be available on the Homepage—The lists that are displayed in the
drop-down in the main window of the Homepage. One or more lists can be highlighted
by holding down the CTRL key while clicking on the list. The choices are:
ƒ
My Assignments—The most recent active Issues assigned to you. Shown by default.
ƒ
My Assignments and Requests—Active Issues assigned to you and unassigned
Requests from customers.
ƒ
My Team's Assignments—Active Issues for your Team (only displayed if you belong to
a Team).
ƒ
My Assignments in All Workspaces—Active Issues assigned to you in all Workspaces
(only displayed if you belong to multiple Workspaces).
ƒ
My Active Approvals—Lists all Issues for which the Agent is an approver, the Agent
may or may not have yet voted, and voting has not been completed. (Applies to
Change Management approvers only.)
ƒ
My Active Approvals and Assignments—Lists all Issues for which the Agent is an
approver, the Agent may or may not have yet voted, and voting has not been
completed, as well as the Agent’s assignments in the current workspace. (Applies to
Change Management approvers only.)
ƒ
My Vote Required—Lists all Issues for which the Agent is an approver, the Agent has
not yet voted, and voting has not been completed. (Applies to Change Management
approvers only.)
ƒ
My Vote Required and Assignments— Lists all Issues for which the Agent is an
approver, the Agent has not yet voted, and voting has not been completed, as well
as the Agent’s assignments in the current workspace. (Applies to Change
Management approvers only.)
ƒ
All Issues—All Issues in the Workspace database (only available if you have rights to
see all Issues in the Workspace).
ƒ
Global Issues—All active Global Issues for the Workspace.
ƒ
Deleted Issues—Deleted Issues (administrators only).
ƒ
Requests—Requests submitted by customers (see below).
ƒ
Saved Searches—Displays personal and shared custom searches.
ƒ
Knowledge Base—Displays Solutions from the Knowledge Base.
Default Display—The default list of issues generated automatically on the FootPrints
Homepage when logging into FootPrints is specified here. Choose from one of the
highlighted lists. One of the options is New Issue, which makes a create Issue page the
default homepage.
FootPrints Administration Manual
NOTE
Whichever list you choose as the default, you can always view a different list by choosing another
option from the Display drop-down box on the Homepage.
•
Homepage Auto-Refresh Interval—Normally, the default Homepage list refreshes each
time you click Workspace Home or perform any action that brings you back to the
Homepage. Optionally, you can set your preferences to automatically refresh the
Homepage list at intervals of 15, 30, or 60 minutes. If you configure FootPrints to refresh
every 30 minutes and then go to lunch, when you come back the list is refreshed, with
no user intervention required.
•
Maximum Issues per Screen—The maximum number of Issues that display at one time on
the Homepage.
•
Default Sorting—Sort list by a designated field (including Workspace and Address Book
fields) and choose a field for secondary sorting (where there is a match in the primary
sorting column, the secondary sorting column determines the order in which the Issues
are displayed). Choose descending (from lowest to highest) or ascending (highest to
lowest) order.
•
Homepage columns—Choose which columns to display and in what order. For example,
to display the Issue Type field:
1.
For Type of Field, choose FootPrints fields.
2.
Highlight Issue Type under Available Fields.
3.
Click Add Field. Issue Type is displayed in the Displayed Fields box.
4.
To change the order of fields to be displayed, highlight a field in the Displayed Fields
box and click the up or down arrow to move it.
5.
To delete a field, highlight the field in the Displayed Fields box and click Delete.
NOTE
Certain columns are displayed automatically on the Homepage, including Issue number and the
Quick Action Checkbox dialog. Title is also mandatory, but the placement can be selected in the
Fields Displayed dialog box. In addition, by default, My Vote Required is displayed in the
Homepage List for those who are designated as approvers to the Change Management feature.
The My Vote Required listing cannot be removed from the list.
Dashboard
FootPrints dashboard components containing lists of specific information. By default, Workspace
Totals and Global Issues are displayed. Dashboard components can be displayed in as many as
four columns. Users can also make custom components for display on the homepage. The
Workspace Totals component displays the number of Issues the workspace contains in different
categories. The Global Issues component displays the Title fields of active Global Issues, which are
also links to those issues. Buttons that are displayed to the upper right of the components on the
homepage allow you to:
•
collapse the component (-)
•
expand the component (+)
•
remove the component (X)
The Dashboard tab of the Preferences page is where you specify which dashboard components
are displayed on your homepage in the Workspace. Users can specify different sets of dashboard
components for each of their Workspaces. By default, Workspace Totals and Global Issues are
displayed. Dashboard components can be displayed in as many as four columns. Users can also
make custom components for display on the homepage.
47
FootPrints Administration Manual
The components that can be added to the dashboard for display on the FootPrints homepage
are:
•
Chart—When you select this component, you then select which chart to display from a
drop-down field. Options are Received vs Closed ands Active Issues. If you select
Received vs Closed you must select the time period for which FootPrints will account and
whether to display your Issues only or the entire Workspace's Issues. The component
then displays the Issues that were received and the Issues that were closed during the
designated period for the designated agent(s).
•
Currently Logged In Users—Lists the number and IDs of users logged into the current
workspace. When specifying this component, you will be asked to set the number of
records to display on the first page of the list.
•
Custom Defined—Enter custom code to display anything you want in the dashboard
component. This can be HTML, javascript, etc.
•
Global Issues—Lists the Global Issues. Links in the Global Issues component can be clicked
to access the Issue and create a linked Issue. When specifying this component, you will
be asked to set the number of records to display on the first page of the list.
•
Most Recent Solutions—Displays the most recent solutions in the Knowledge Base. You
must designate how much of the solution Title field is displayed.
•
My Assignments—Lists the Issue number and Title of the user's active assigned Issues. The
list entries are linked to the Issues. Clicking on a list entry displays the Issue. When
specifying this component, you will be asked to set the number of records to display on
the first page of the list.
•
Pending Approvals (if you are a Change Management approver)—Lists Change
Management Issues for which you are an approver and which still require a vote. When
specifying this component, you will be asked to set the number of records to display on
the first page of the list.
•
Pending KB Approvals (if you are a Knowledge Base approver)—Lists submitted
Knowledge Base solutions for which you are an approver and have not yet been
approved. When specifying this component, you will be asked to set the number of
records to display on the first page of the list.
•
RSS Feed—Lists entries from your selected RSS feed. When specifying this component,
you will be asked to set the number of records to display on the first page of the list and
the URL for the RSS feed.
•
Requests—Lists customer requests.
•
Saved Search—Lists saved searches.
•
Today's Appointments—Lists your appointments for the day.
•
Workspace Totals—Lists the number of Issues broken down by status. Click on the status
to display the Issues in the main frame.
Add a FootPrints Dashboard Component
To add a dashboard component to your homepage:
1.
In the Available Components field, click the dashboard component to be displayed. Only
one component can be selected at a time. Fields are displayed for any additional settings
you need to enter.
2.
Enter any additional settings.
3.
Click the Add Component button. The dashboard component is displayed as an icon in the
Current Dashboard area. Mouse over displayed dashboard components to see what is
included in the current dashboard.
48
FootPrints Administration Manual
4.
Enter your password in the Apply Changes field at the bottom of the page and click SAVE.
If you skip this step, the changes are not made.
Edit a FootPrints Dashboard Component
1.
In the Current Dashboard area, click the dashboard component to be edited. Only one
component can be selected at a time. The following buttons are displayed:
•
Complete Edit
•
Delete Component
•
Cancel Edit
2.
Change settings as needed.
3.
Click the Complete Edit button to save the edits or click the Cancel Edit button to leave the
dashboard component settings unchanged.
4.
Enter your password in the Apply Changes field at the bottom of the page and click SAVE.
If you skip this step, the changes are not made.
Delete a FootPrints Dashboard Component
To delete a dashboard component from your homepage, from the Preferences page:
1.
In the Current Dashboard area, click the dashboard component to be deleted. Only one
component can be selected at a time. The following buttons are displayed:
•
Complete Edit
•
Delete Component
•
Cancel Edit
2.
Click the Delete Component button.
3.
Enter your password in the Apply Changes field at the bottom of the page and click SAVE.
If you skip this step, the changes are not made.
You can delete all of the dashboard components at once by clicking the Delete All button next to
the Current Dashboard area. The deletion is not saved until you enter your password in the Apply
Changes field at the bottom of page and click the GO button. Finally, you can delete the
dashboard component directly from your homepage by clicking the X in the upper right corner of
the displayed component. However, if you delete the component using the X, it will be
redisplayed the next time you log into FootPrints.
Moving FootPrints Dashboard Components on the Homepage
Dashboard components can be moved around the homepage using drag-and-drop.
Miscellaneous Preferences
The options below are configured for the entire system. After configuring options, enter your
password and click GO.
•
Sync Settings—Displays a pop-up window for configuring the two-way calendar
synchronization feature. Refer to FootPrints Sync for complete details on using the
FootPrints two-way synchronization with external calendars feature.
•
Error Alerts (administrators only)—Option to receive a pop-up window when system
errors occur. The log is still viewable by selecting Administration | System | Logs,
regardless of which option selected here.
•
Instant Talk Preferences—Choose whether to allow customers to initiate an Instant Talk
session with you. If you choose to not allow them to initiate Instant Talk sessions with
you, you'll still be able to initiate Instant Talk sessions with them and with other Agents.
49
FootPrints Administration Manual
NOTE
This option only applies if Instant Talk is enabled.
•
"Checkback" Method—Select whether or not to use the Java applet method for
checkback. This function runs regularly to check to see if you are available for chats and
to check for free concurrent licenses. The default is No Java applet and is recommended
for most users. Select the correct method to minimize problems with losing mouse focus
while working within FootPrints, or FootPrints "stealing" focus from other active windows
on your desktop:
ƒ
Java applet—Recommended for users with older versions of Internet Explorer, and for
users with Microsoft Java (often found on Windows 98/2000).
ƒ
JavaScript—Recommended for users with Sun Java on their desktop (often installed
on Windows XP/2003 desktops) and with newer versions of Internet Explorer v6. If
you encounter problems with page focus when using this checkback method, try
using the next selection, JavaScript/HTTP, to solve the problem. "Problems with page
focus" refers to a situation where, when checkback causes a page reload, the
FootPrints window reacquires the main focus when you are working in some other
application. This is a rare problem.
ƒ
JavaScript/HTTP—Should you encounter problems with page focus, as described in
the preceding paragraph, use this checkback method. Recommended for users with
Sun Java on their desktop (often installed on Windows XP/2003 desktops) and with
newer versions of Internet Explorer v6.
The Numara FootPrints Toolbar
The FootPrints toolbar has options for:
•
Home—Displays the FootPrints home page.
•
New Issue—Click to display a New Issue page. Mouse over the button to display other
options, as follows:
•
50
ƒ
New Global—Create a new global issue.
ƒ
Add to KB—Add an existing issue to the Knowledge Base.
ƒ
Quick Issues—Select a Quick Issue from the list of Quick Issues.
Reports
ƒ
My Reports—Displays a page for running, editing, or deleting saved custom or metric
reports.
ƒ
New Report—Create a detailed report from the database.
ƒ
Metrics—Report on statistical and historical data.
ƒ
Cross Workspace—Report on data from multiple FootPrints workspaces.
ƒ
Time Tracking—Create/view time tracking report.
ƒ
Change Management—Create/view change management report.
ƒ
Workspace Flashboard—The Workspace Flashboard is only available to Workspace
and System Administrators and reflects activity for the current Workspace.
ƒ
Personal Flashboard— The Personal Flashboard is available to any Agent and reflects
the individual's activity and the activity of Teams to which the Agent belongs for the
current Workspace.
FootPrints Administration Manual
•
Administration (Administrators only)—A complete list of options can be found in the
chapters on Administration in the FootPrints Reference Manual.
•
More
ƒ
ƒ
Tools
ƒ
Address Book—Display this workspace’s Address Book (opens in separate
window).
ƒ
Workspace Calendar—View appointments and jobs for the whole workspace.
ƒ
Personal Calendar—View your own appointments and jobs.
ƒ
CMDB—View the Configuration Management Database (with appropriate
permissions). The CMDB is an add-on module that is purchased separately for
FootPrints.
ƒ
Search Assets (optional)—If this option is enabled, access the Asset Management
database.
Support
ƒ
Knowledge Base—Use this link to browse the Knowledge Base or, with
appropriate permissions, create a new Solution to a common problem for the
Knowledge Base or (for administrators only) create and edit Frequently Asked
Question categories.
ƒ
Instant Talk™—Chat online one-on-one with another user.
ƒ
Numara Remote— Numara Remote is an add-on module that allows you to
control a user’s desktop remotely for troubleshooting purposes.
The options on the Toolbar may differ, depending on your role. In addition, up to three custom
buttons may be configured on the FootPrints toolbar. If you see more buttons on the main
toolbar, your administrator may have configured them.
Below the Toolbar
Resorting the Homepage
The list displayed on the homepage can be resorted by column. Note that most column headings
on the homepage, or any search results page, are hypertext links. The current column being
sorted on is designated by a down arrow. To re-sort the list, simply click the column heading. This
will sort the list descending by that column (highest to lowest). Click the column heading again,
and the list resorts ascending by that column (lowest to highest). Note that the down arrow is
replaced by an “up” arrow.
NOTE
The homepage cannot be sorted by the assignee field. All other fields, including custom fields,
can be sorted. To view Issue data that is sorted by assignee, please use the reports feature.
Display Drop-Down
Above the home page list is the display drop-down box. This list contains built-in and custom
queues and searches. Agents can customize this list via the Preferences link on the FootPrints .
By selecting an option, the homepage list changes to the queue selected automatically. To
refresh the current list, click Refresh.
51
FootPrints Administration Manual
The Display drop-down choices include (some of the choices are only displayed if you are an
administrator, a member of a team, a member of multiple workspaces, a Change Management
approver, etc.):
•
My Assignments—The most recent active Issues assigned to you. Shown by default.
•
My Assignments in All Workspaces—Active Issues assigned to you in all workspaces (only
displayed if you belong to multiple workspaces).
•
My Assignments and Requests—Active Issues assigned to you and unassigned requests
from Customers.
•
Team Assignments—Active Issues for your Team (only displayed if you belong to a Team).
•
My Active Approvals—Lists all Issues for which the Agent is an approver, the Agent may
or may not have yet voted, and voting has not been completed. (Applies to Change
Management approvers only.)
•
My Active Approvals and Assignments—Lists all Issues for which the Agent is an
approver, the Agent may or may not have yet voted, and voting has not been
completed, as well as the Agent’s assignments in the current workspace. (Applies to
Change Management approvers only.)
•
My Vote Required—Displays Change Management Issues on which the Agent's vote is
required.
•
My Vote Required and Assignments—Displays Change Management Issues on which the
Agent's vote is required as well as Issues to which the Agent is assigned.
•
All Issues—All Issues in the workspace database (only available if you have rights to see
all Issues in the workspace).
•
Global Issues—All active Global Issues for the workspace.
•
Deleted Issues—Deleted Issues (Administrators only).
•
Requests—Requests submitted by Customers (see below).
•
Saved Searches—Displays the Issues for Personal and Shared custom searches.
•
Knowledge Base—Displays Solutions from the Knowledge Base. Select Internal Solutions
(available to agents only), Solutions (available to agents and customers), or Solutions in
All workspaces, which are solutions available to agents and customers in all Workspaces.
For example, if you choose "Requests", a list of all Customer Requests is displayed. To return to the
original view, click "Workspace Home" on the FootPrints Toolbar, or choose "My Assignments" as
your view. Both of these have the same effect: They return you to your original Home page.
If the current list has many Issues, Next and Previous buttons appear in the top right hand corner
of the frame. Use these to page through the complete list.
Viewing Issues
To view the details of an Issue, click the word “more” in the Subject column of the issue, then click
“Full Details”. In the same way, you can click “Descriptions” to view only the Descriptions for that
Issue, or click “Edit” to view the full Edit page of the Issue.
The Details, Create Issue, and Edit Issue pages can be displayed with expandable/collapsible
sections or tabs. The type of display is specified by the user from the Preferences page.
The Details page gives you all of the information on an Issue, including Submit Date, Priority,
Status, Description, Contact Information, Issue Information, Assignees, etc. If you don't see all data,
use the scroll bar to display the full Issue.
52
FootPrints Administration Manual
There are also buttons that allow you to work with this Issue. They are:
•
Edit—Update the Issue (only available if you have Edit permissions to this Issue).
•
Details—Display details of Issue (default).
•
Link—Create a static or dynamic link between Issues.
•
Take—Take the Issue (only available if you have Taking permissions).
•
Copy/Move—This icon will open a second toolbar with options to copy the Issue within
the current workspace, or copy or move the Issue to another workspace
•
Subtask—This icon will open a second toolbar with options to create a subtask of the
Issue, or make this issue a subtask of an existing issue.
•
New Global Link—Turn the Issue into a Global Issue or GlobalLink.
•
Delete—Delete the Issue from the workspace (only available if you have Delete
permissions for the Issue).
•
Report—Display a report of this Issue (opens in separate window for printing).
•
Add to KB—Create a Solution for the Knowledge Base with the details from this Issue
(won’t affect original Issue).
These options are discussed in more detail in Working with Issues and subsequent sections.
Quick Action Checkbox Dialog
The Quick Action checkbox dialog, available on the FootPrints Homepage, allows users to
perform an action on one or more Issues. This provides a quick means to update or report on an
Issue or to make a change that affects many Issues simultaneously. Some of the functions are
only available to administrators, while others are available to Agents and administrators.
To perform a Quick Action on Issues from the Homepage:
1.
In the main frame, check the box for each of the Issues you wish to change, or check the
All box at the top of the column to select all of the Issues displayed on the current page.
2.
Select the action from the drop-down list.
3.
Click
.
Different options are available depending on the action selected. See below for more details.
The Following Options are Available to All Internal Users
•
Report—Display the details of the Issues in a separate window. If custom templates have
been created, a drop-down is displayed that lists the available templates (Work Order,
RMA, etc.) The Summary report displays all Issues in one window. Custom templates
display each Issue in a separate window for printing purposes.
•
Close—Close the Issues selected. Only Issues to which you have close rights are Closed.
When Close is selected:
a.
A special Close Issues page is displayed.
b. You can enter final notes in the Description box. They are appended to all Issues
selected.
c.
Check the boxes to send email to the Assignees, Customer Contacts, and CCs for
the selected Issues.
d.
Click
GO. The Issues are closed and updated and emails are sent.
53
FootPrints Administration Manual
The Following Options are Available Only to Administrators
•
Delete—Delete all Issues selected. A confirmation message appears. Click OK to proceed.
•
Status—Change the status of the Issues selected.
•
Priority—Change the priority of the Issues selected.
•
Assign—Re-assign the Issues selected.
When Status, Priority, or Assign is selected:
1.
A special Change Issues page is displayed.
2.
Select the new priority, status, or assignees for the Issues.
3.
If re-assigning an Issue, you can unassign the current assignees of the Issues selected by
checking the Remove Previous Assignees checkbox.
4.
You can optionally enter notes in the Description box. The notes are appended to all Issues
selected.
5.
Check the boxes to send email to the Assignees, Customer Contacts, and CCs for the
selected Issues.
6.
Click
GO. The Issues are updated and emails are sent.
The Following Option is Only Available If You Have "Taking" Rights
Taking—Take the Issues and assign them to yourself.
When Taking is selected:
1.
A special Take Issues page is displayed.
2.
You can unassign the current assignees of the Issues selected by checking the Remove
Previous Assignees checkbox.
3.
You can optionally enter notes in the Description box. The notes are appended to all
selected Issues.
4.
Check the boxes to send email to the Assignees, Customer Contacts, and CCs for the Issues
selected.
5.
Click
54
GO. You are now assigned to the selected Issues.
FootPrints Administration Manual
The Address Book Homepage
If you selected Address Book from the FootPrints toolbar, the Address Book Homepage is
spawned in its own window. The Address Book homepage is the starting point of your Address
Book activities.
The Address Book homepage displays the alphabet across the top of the page a summary list of
your contacts. For administrators only, Quick Action checkboxes are located down the right side
of the main frame. The Quick Action checkboxes allow an administrator to quickly delete one or
more contacts from the list.
The Address Book Alphabet Index
Click an alphabet character to display contacts whose last name begins with that character.
The Address Book Summary List of Contacts
The main frame displays a list of the contacts associated with your workspace. The listing includes
the contacts' first and last names, email addresses, and user IDs.
In addition to displaying information about each contact, you can view, edit, or perform tasks on
each of the contacts listed. You can also create an Issue from a contact's detailed view.
• To view a contact, click the contact's last name link. The Detail View page is displayed, showing
the contact's complete contact record.
• To edit a contact, click the contact's last name link and, when the Detail View page is displayed,
click the Edit Contact icon above the details.
The Address Book Quick Search
The top of the page contains a quick search facility for searching the Address Book for a contact.
To use Quick Search:
1. Choose a search field with the down arrow, which displays a drop-down box.
2. Enter characters in the text box. The search engine will search for those characters in the field
you specified in the first step and display all records that contain them in that field.
Address Book Toolbar
The Address Book Toolbar in the left frame of your home page has links to all of your Address
Book tasks. It remains on the left of every page of the Address Book interface.
The options in the Toolbar are:
•
Address Home—Go to your Address Book Homepage.
•
Create Contact—Create a new contact in the Address Book.
•
Contact Search—Perform detailed search of the Address Book based on our choice of first
or last name.
•
Report—Displays a brief reporting page in the main frame.
55
FootPrints Administration Manual
•
Administration (administrators only)—Displays the Address Book Administration page in
the main frame. A complete discussion of Address Book administration can be found in
Address Book Administration.
•
Help—Access online help for FootPrints.
•
Close—Close the Address Book interface.
The options on the Toolbar will be slightly different depending on your user level. This manual
discusses all of the Toolbar options.
The Address Book Main Frame
The main frame displays a list of the contacts associated with your workspace. The listing includes
the contacts' first and last names, email addresses, and user IDs.
In addition to displaying information about each contact, you can view, edit, or perform tasks on
each of the contacts listed. You can also create an Issue from a contact's detailed view.
56
•
To view a contact, click the contact's last name link. The Detail View page is displayed,
showing the contact's complete contact record.
•
To edit a contact, click the contact's last name link and, when the Detail View page is
displayed, click the Edit Contact icon above the details.
•
For administrators only, to delete one or more contacts quickly, use the Quick Action
Checkbox Dialog.
FootPrints Administration Manual
Chapter 4: Implementation and
Design
About FootPrints Implementation and Design
Setting up a FootPrints workspace is easy enough to do, but you still must plan and follow a
logical approach to setting the workspace up. Quite a few decisions must be made ahead of time
so that the setup itself goes smoothly. As a general approach to setting up a FootPrints
workspace, Numara Software has some recommendations, as illustrated in the following diagram.
These steps are explained in greater detail in the following sections of this document.
Topics covered in this section are:
•
Plan
•
Install
•
Setup with Workspace Setup Wizard
•
Populate the Address Book
•
Perform Global Administration
•
Perform High-level Workspace Administration
•
Configure Fields
•
Configure Users and Customers
•
Email Management
•
Create Workflow Functions
•
Set Up Reporting
•
Set Up the Knowledge Base
Plan
For many organizations, FootPrints is the first tool used to track issues. Therefore, we recommend
some introductory steps that can be done before FootPrints installation. This is especially
important if you anticipate a complex configuration. Numara Software can provide help with any
of these steps.
57
FootPrints Administration Manual
•
Establish Responsibilities—Get buy in from those in your organization who will use
FootPrints. Include these users to conduct your assessment and develop you
organizational policy.
•
Conduct Initial Assessment—The process you are currently using, whether you are
replacing an existing tracking tool or FootPrints is your first tool, should serve as a
starting point for creating the workflow that FootPrints will manage automatically.
•
Develop Organizational Policy—Decide how FootPrints will be used, who will use it, and
what business rules FootPrints should enforce.
•
Provide Training—FootPrints is very easy to use. We encourage attendance at the
Administrator Course provided by Numara Software for your designated FootPrints
administrator because it maximizes the administrator’s understanding in a shorter period
of time. It also gives your administrator the opportunity to meet with other FootPrints
users and exchange ideas. Extensive, readable documentation for your agent users and
customers is available in addition to online help, so that you can easily get new users on
board with minimal user training required from you.
Install
Identify system administrator(s) for FootPrints and technical staff that can support the
administrator. No programming is required to set up FootPrints, but if you will be using LDAP,
accessing an external database dynamically using the FootPrints Dynamic SQL Link to manage
your Address Book data, or you will be loading a large amount of data into the FootPrints
Address Book from an external source, some understanding of these activities is required.
NOTE
The Extended Starter Pack is required to purchase the SQL Link. Please contact your salesperson
for details on obtaining the Extended Starter Pack.
NOTE
After installation, running the Workspace Wizard gets you up and running quickly and enables
you to start entering Issues immediately. However, there are a number of system level
administrative tasks that you should complete early in the configuration process, which are
described in the Perform Global Administration section of the recommended approach.
Setup with Workspace Setup Wizard
Software installation should take no more than an hour. Be sure to gather all the information you
need as specified in the FootPrints Getting Started Guide for Administrators or the FootPrints
Reference Manual.
Run the Workspace Wizard
The Workspace Setup Wizard provides a broad range of templates for getting started with
FootPrints. If you have already gathered information from an initial assessment of your
organization’s needs, you should use this data to configure the templates to best reflect your
workflow. Keep in mind that you can always go back and make adjustments to the workspace
you’re creating. If you are configuring LDAP as your address book, refer to the instructions in the
FootPrints Getting Started Guide for Administrators. Finally, you will be able configure some basic
system options.
Step 1. Select a template that best reflects your business process
58
FootPrints Administration Manual
Step 2. Modify the values of the FootPrints built-in fields, including Status and Priority. You can
also go back and make these modifications later.
Step 3. Modify the template fields: change permissions, add fields, and delete fields. You can also
go back and make these modifications later.
Step 4. Configure the fields you will need for your customer users. Using LDAP, Dynamic SQL
Address Book, or importing data from an external database into the FootPrints Address Book will
take longer.
Step 5. Set up incoming and outgoing email for the workspace, including default rules for
notifying customers and agents when Issues are created or edited.
Step 6. Configure basic system options, i.e., enable/disable cookies, define the term you would like
to use for records (the default is “Issue”), define the date format, and change the logo.
Populate the Address Book
A FootPrints Address Book can be populated with user contact data in a variety of ways:
•
By Agents—Contact information can be entered manually by Agents and Administrators
in Address Book, or on the "Create Issue" screen.
•
By Customers—Customers can enter their own contact information the first time they
submit a Request to the system via the Customer Self-Service web interface.
•
Imported—Contacts can be imported from a comma-delimited file (discussed below).
•
Dynamically—Contact data can be retrieved dynamically from an external database that
is either LDAP–compliant (such as Active Directory, Lotus Domino, SunONE or Novell
eDirectory) or SQL–based (i.e. SQL Server, MySQL, Access, etc.) using the FootPrints
Dynamic LDAP Address Book Link or the FootPrints Dynamic SQL Address Book link
(available as add–on modules).
The FootPrints Dynamic Address Book Link feature retrieves contact data dynamically from any
LDAP-compliant contact database for the Address Book. The Lightweight Directory Access
Protocol (LDAP) is the standard Internet directory protocol. Examples of an LDAP-compliant
database include Microsoft Active Directory, Sun ONE Directory Server, and Novell Directory
Services.
The FootPrints Dynamic SQL Address Book Link feature retrieves contact data dynamically from
supported contact databases for the Address Book via ODBC or via Perl DBI. Open DataBase
Connectivity, or ODBC, is a standard relational database access method developed by Microsoft
Corporation. The goal of ODBC is to make it possible to access any data from any application,
regardless of which database management system (DBMS) is handling the data. FootPrints
harnesses this power by providing access to existing ODBC-compliant contact data without
requiring that the records be loaded into a separate FootPrints Address Book. The supported
ODBC-compliant databases include Oracle, SQL Server, Access, MySQL, DB2, PostgreSQL and
Sybase. These are potentially all available on Windows installations, so long as an appropriate
driver and System DSN are configured on the machine. For Unix installations, the appropriate
DBD must be built on the FootPrints server to access that particular database type.
Import Address Book Contact Data
Review the FootPrints Getting Started Guide for Administrators for instructions for Address Book
data import. You will need to perform the following tasks:
•
Create the Address Book Data File
•
Load External Data into the Address Book
59
FootPrints Administration Manual
Create Dynamic Address Book Link
•
Select an LDAP Directory or Dynamic SQL Address Book to be used instead of the
FootPrints Address Book.
•
If you are using the Dynamic SQL Address Book Link, you will need to configure the DSN
(Data Source Name) if on Windows or install an appropriate DBD if on Unix. Instructions
are available in the online help and the Reference Manual.
•
If you are using the Dynamic LDAP Address Book Link, you will need to configure the
link based on the Active Directory structure that has been set up for your system.
•
Perform LDAP Address Book Field Mapping or Dynamic SQL field mapping.
•
Set up additional fields that will be used in your workspace.
Perform Global Administration
If you ran the Workspace Setup Wizard, many of the basic options that are configured in the
System Administration page to change the look and feel of FootPrints were completed in Step 6.
If you want to make additional changes, you can access these features under Administration |
System in the FootPrints Toolbar and then choose the option listed below.
•
Configure system-wide settings
•
Configure multiple language support
•
Change the display colors for FootPrints. This task can also be done per workspace.
•
Choose the date format
•
Rename FootPrints fields (Title, Status, Priority...). This task can also be done per
workspace.
•
Create an archive workspace to save old data.
Perform High-level Workspace Administration
Workspace Administrators can set options on a per workspace basis. You can create custom
workspace fields, add users to a workspace, etc. The Workspace Setup Wizard has configured
most of the quick start features. Additional customizations can be made, and FootPrints further
refined by selecting Administration | Workspace from the FootPrints Toolbar. This section lists
some of the options you might want to configure soon after installation.
Basic Workspace Options
Most of these basic workspace options have been configured if you ran the Workspace Setup
Wizard at installation. You can change the values here, or set up additional options.
•
Configure workspace appearance
ƒ
•
Enable and define time-tracking
•
Configure workspace and agent schedules for availability
•
Validate email addresses
•
Configure add–on modules :
ƒ
60
Define the Priority field
Knowledge–Paks Online (just enter the id and password and enable the feature)
FootPrints Administration Manual
ƒ
•
•
CRM Bridge
Miscellaneous:
ƒ
Disable the Address Book
ƒ
Hide Address Book Fields
ƒ
Create a Splash Screen for agents and/or customers
ƒ
Enable/disable Global Issues
ƒ
Define Subtask Closure Procedure
Define Mail Preferences for incoming and outgoing email, including basic notification
rules and templates.
Saved Searches
Custom searches can be defined to create queues for different service levels, problem types,
overdue issues, etc. If shared with the other members in the workspace, these searches are
available from the homepage “Display” option.
Configure Fields
If you created a workspace from a template, you can begin entering Issues without additional
customization of the form. You might want to modify some of the field attributes, or wish to add
or delete fields. How much customization you do at this point determines how much time it takes
to implement your new workspace. Basic field additions, deletions, or changes can be done
quickly.
Defining values for drop-down or multi-select fields with many choices is a bit more complicated
than creating simple fields. If you want your drop-down or multi-select field to have many
selections, and to be used for dependency groups, we recommend creating the list in a separate
text file and then importing the selections. Setting up dependency groups can take an hour or
more to specify and implement.
Another consideration is whether to implement field-level permissions and which fields to restrict
or permit. Field-level permissions involve user roles as well, so you must take the user roles you
will create into consideration as well.
You might, at your discretion, access the following options to customize the workspace form:
•
Manage the Workspace fields that appear in the Issue Information section of the Issue
form.
•
Add or delete values in the Status field that appear between Open and Close.
•
Create dependencies between Workspace fields.
•
Rename built-in FootPrints fields (Title, Status, Priority, etc.).
•
Define drop-down choices for the Title field, if desired.
•
Change the language of the labels of Workspace and Address Book fields.
•
Configure the Dynamic Field Mapper to populate fields from an outside source (requires
the Dynamic SQL Link add-on module).
61
FootPrints Administration Manual
Configure Users and Customers
Agents and customers can be added to FootPrints individually, per workspace, through
Workspace administration. At the system administration level, Agents and Customers can be
loaded into FootPrints from a load file. This is especially useful if you have a large number of users
to add. Instructions on loading users into FootPrints are found in the FootPrints Reference
Manual or the online help.
Adding Agents
•
Add new Agents to this Workspace.
•
Assign roles to the Agents if not using the default.
•
Define Teams based on business function.
•
Group agents into Teams.
•
Modify built–in roles and/or create new ones for agents to reflect access allowed. At this
point you can configure field-level permissions per role.
•
Assign roles to Agents.
•
Configure Agent work schedule.
Adding Customers
Customers can have their own individual account for FootPrints, or share a login, which is
especially useful for Knowledge Base access. Depending on your environment, customers can
auto-add themselves to FootPrints, they can be loaded from an external file, or they can be added
individually by a Workspace administrator.
There are some restrictions, based on the method of authentication that you are using. Consult
the FootPrints Reference Manual, the online help, or Numara Software Support if you have a
problem.
62
•
Enable theCustomer Service Portal options if you are configuring a workspace for
external customer support, or wish to use the Customer Service Portal interface, a single–
frame interface for your customers.
•
Add new Customers to this workspace.
•
Define workspace-wide options for Customers.
•
Modify built-in roles and/or create new ones for customers to reflect access allowed
•
Assign roles to Customers, or define the Customer Service Portal Toolbar if you are using
the Customer Service Portal interface.
•
Configure Auto-add customers and forgotten password functions (optional)
FootPrints Administration Manual
User Preferences
Each Agent (and Customer if the preference is available to the role) can define preferences for
how the system behaves for them as individuals. Options include:
•
Defining different notification email addresses.
•
Defining homepage searches and columns.
•
Selecting local time zone and language.
•
Configuring defaults for the Issue form.
Email Management
Much of the initial email configuration is performed during installation. The network
administrator must create the email account that FootPrints uses for receiving requests and
sending notifications.
Configure Incoming Email
If you have changes to the defaults set at installation, you can:
•
Configure Incoming Email for Windows or UNIX.
•
Enable/Disable Email Notification.
•
Send Introduction/Help Email.
•
Configure Email for additional workspaces.
Configure Outgoing Email Management
For each workspace, outgoing mail rules can be defined. Templates are configured using a
content grid optimizing what information should be sent to each group that may receive email
notifications from FootPrints. Defaults are set and can be used until customizations are performed
at a later time.
•
Customize the Contents of Mail grid for all recipient groups.
•
Create custom Email templates per status.
•
Define when to Send Mail.
•
Set up Email Filters to catch unwanted mail.
Create Workflow Functions
Automating your workflow takes the longest time to implement because you must determine
how to best make FootPrints reflect your business rules. It also relies on most of the preceding
features, so most of the other features must be set up in advance before workflow can be
automated. As with all FootPrints configuration, workflow rules can be configured at a later time.
63
FootPrints Administration Manual
Calendar and Scheduling
•
Create a Workspace Work Schedule
•
Define schedules for Agents
•
Set Workspace Calendar preferences
•
If FootPrints Sync is enabled, have the Agents download the FootPrints Sync client or, if
you have software deployment, download the FootPrints Sync client and install it for the
Agents.
Quick Issues
•
Create Quick Issue Templates for recurring issues.
•
Create Master Quick Issue templates and subtasks.
Auto Assign
•
Set up Default Assignment rules for the workspace.
•
Create Auto Assignment rules based on drop down field choices.
Service Level Management
•
Configure global SLA parameters.
•
Define SLAs and create Escalation processes to support the SLAs.
•
Configure the Email that will be sent as notification of escalations.
Issue Workflow
•
Select actions for Dynamic Issue Linking.
•
Specify procedures for subtasks.
Escalations
•
Define additional escalation rules for your desired workflow.
Customer Surveys
•
Create a Customer Survey workspace for tracking user feedback.
•
Enable the survey feature in the support workspace.
Set Up Reporting
The report wizard helps you create custom reports for either one-time use or as templates to be
run again and again. Custom reports can include graphical data and text data. These saved
reports can be scheduled to run at specific times, and the report contents can be emailed to
anyone.
64
FootPrints Administration Manual
Saved reports should capture information needed by your organization to do its job effectively
and efficiently.
The types of report templates often generated from FootPrints include:
•
Number of closed Issues by Agent for specified time
•
Number of open Issues by Agent for specified time
•
Sum of various types of problems for a specified period
•
Average time to close an Issue
•
Personal and Workspace Flashboards
Set Up the Knowledge Base
The Knowledge Base is a place to record, organize, and manage important information for a
FootPrints workspace. The primary component of the Knowledge Base is a Solution. If you have
existing knowledge base information, you can link to it through FootPrints if it’s web-based, or
you can upload Solutions into the workspace. This can be implemented at a later time.
The tasks to perform when implementing the Knowledge Base include:
•
Upload existing solutions
•
Link to an existing KB website
•
Create Knowledge Base Role Permissions for Agents
•
Exclude Fields from Solutions
•
Create/select approvers
•
Create solutions
Additional Tasks
Numara Configuration Manager
Numara Configuration Manager is an add-on module and must be purchased in addition to the
FootPrints product. A discussion of setting up Configuration Management is in the Numara
Configuration Manager section of this document.
Planning a Configuration Management Database
The following is a brief description of the steps to take when planning a CMDB using FootPrints
Configuration Management:
1. Determine the items you wish to record and manage-Decide what you are going to manage
in your configuration. Will it be hardware only? Hardware and software? Hardware,
software, documentation, databases, and services? Office space? Furniture? Trucks and
cars? Cell phones? Because of the flexibility of the FootPrints CMDB, it is possible to create a
configuration that can track all of these configuration items and many others. It's up to your
decision-makers to determine what to include and what to exclude and where the cut-offs
are. A true CMDB should consist of all items IT is responsible for, to assist the business of the
company. There also has to be great thought put into decided how these items will be
65
FootPrints Administration Manual
related to one another. The relationships are one of the main things that distinguish a
CMDB from an asset database.
2. Create a new CMDB in FootPrints. You can choose to use one of the built-in templates, copy
an existing CMDB configuration, or build with no types, attributes, or relationships defined
if you feel none of the templates match your needs.
3. Define the configuration items that were decided upon in step 1. Configuration items are all
of the objects to be managed in your configuration. These can be hardware items like
routers, PCs, servers, FAX machines, printers, cell phones, etc. These can be software items
like applications. These can be locations like room numbers. Etc. Most of these should be
there already based on the template that was selected when creating the CMDB.
4. Define attributes to be included for configuration items in the database. Some examples
might include Memory, IP Address, Operating System, and Purchase Price for a desktop,
Manufacturer, Version Number, and Maintenance Expiration Date for an application, and
Manufacturer, Model, and IP Address for a network printer. If a template was selected for
creating the CMDB, the attributes tat came with it should be reviewed and modified to
meet your needs.
5. Decide on statuses for your CIs. This will show at a quick glance of a desktop is out on
someone’s desk (Active), on the shelf ready to be used (In Inventory), or retired waiting to
be used for parts (Retired). Different CI types can share the same or use different statuses.
An application for example will never be “Waiting for Parts” and a Printer will never be
“Under Development”.
6. Define your relationships. If you decided to use a template, there will already be relationships
and relationship constraints defined. Make sure they align with your goals and desired
functionality. Examples of types of relationships are “Prints To”, “Backs Up”, and “Is
Connected to”. The constraints prevent 2 unrelatable CIs from being linked using that
relationship. For example, a Router should never “Print To” a Switch.
7. Decide on a CI ID format. This will represent the CI on all listings of CIs and all pages that
refer to that CI. It should provide enough information to allow someone to identify what
exact CI it is just by seeing the name. An example format would be “%%CI_TYPE_NAME%%%%MANUFACTURER%%-%%MODEL%%” which might display as “Desktop-Dell-Dimension
2400” or “Printer-HP-LaserJet 4100”.
8. Setup imports from your data sources. You may be using only Numara Asset Manager to
collect your data, or you may be using the database of some other asset tool, along with a
database you constructed yourself, along with 2 separate excel files. You may also be
manually creating all of your CIs, although this would be time consuming. Set up all of your
imports to initially populate your CMDB.
9. If your import was from NAM, you will have relationships defined between the CIs imported.
They should be reviewed and updated. If not using NAM, you will have to implement all
the relationships between the CIs that came in during the import.
10. Link CIs to Address Book contacts. This could include the main user of that CI, various users
of the same CI, or a Service Desk person responsible for that CI.
11. Decide on an update schedule for imports. If you are still planning on maintaining and
using those external sources, you should decide on a schedule for update imports and
configure it appropriately.
Add additional settings. These include creating reports, setting up Escalations/Automations,
Establishing Roles, and testing the linking to Issues functionality.
66
FootPrints Administration Manual
Numara Asset Management Platform
Numara Asset Management Platform requires the purchase of one or more of the Numara Asset
Management Platform Add-on Modules:
•
Numara Asset Management Platform
•
Integration with Microsoft® System Center Configuration Manager Inventory
•
FootPrints Integration with LANDesk
•
FootPrints Deploy powered by Prism
The first decision you need to make with respect to Asset Management is whether to purchase a
Numara Asset Management Platform module and which one to purchase.
Change Management
Change Management is an add-on module for FootPrints and must be purchased in addition to
the FootPrints product.
When setting up a change management process and phases in FootPrints, you should plan
ahead by deciding:
•
The criteria for automatically setting off an approval process (including all built-in and
custom fields)
•
Who approves the various phases of the process
•
Whether to grant super-approver status to anyone and to whom to grant it (a “superapprover” is someone who can vote on a Change Management Issue and also can, by
using an override checkbox, override all of the voting and approve or disapprove the
Issue immediately on his or her own authority).
•
The rules for meeting an approval (i.e., whether an Issue is approved or rejected based
on one vote, a majority vote, or a unanimous vote)
•
What to do when the Issue is approved or rejected (place the Issue in phase of the
process, change the Issue status, re-assign the Issue, etc.)
•
The email notifications for various stages of approval
•
Who has permission to access approval information
•
Whether to allow anonymous approvals
Import Issue Data
You can optionally import data from another system into a FootPrints workspace under
Administration | System | Workspaces. The data fields must be in the order of the workspace’s
schema and the import file must be in comma-delimited form (.CSV).
67
FootPrints Administration Manual
68
FootPrints Administration Manual
Chapter 5: Installing Numara
FootPrints
Hardware and Software Requirements
Before installing FootPrints, check that your hardware and software platforms meet the minimum
requirements for FootPrints. The minimum requirements for various platforms and purposes are
listed in:
•
Windows
•
Linux/UNIX
•
Suggested Hardware Based on Volume
About Licenses
There are three categories of FootPrints license: fixed, concurrent, and customer, as described
earlier.
The first time you login to FootPrints, after you have performed the installation, a 9–character
license code is displayed on the screen. Click the link for the "licensing page". This opens a second
window that brings you to the Numara Software automatic licensing page.
NOTE
The Extended Starter Pack is required to add concurrent licenses, or to add more than fifteen
named (fixed) licenses. Please contact your salesperson for details on obtaining the Extended
Starter Pack.
Evaluation Licenses
You may have downloaded a demonstration version of the FootPrints software, which comes
with an evaluation license. The FootPrints Installation Wizard automatically installs the software,
creates the necessary aliases in IIS, and creates the SQL or Access database, tables and
permissions. After installation, the software can be auto–licensed with a 30 day, full function
evaluation license. The evaluation license provides for 5 internal users, Unlimited Customer (end
user) access, and the Dynamic Address Book link feature.
69
FootPrints Administration Manual
Permanent Licenses
If you have purchased FootPrints, you should obtain a permanent license and input it when the
prompts request your license. To obtain your permanent license, email the 9–character code to
footprints.support@numarasoftware.com.
Customer Licenses
A customer license is unlimited. That is, a single customer ID and password can be shared by an
unlimited number of people (each person is uniquely identified by their email address or other
unique key). Alternatively, each customer can have his or her own ID and password. In either
case, an unlimited number of customers are covered by the customer license.
Installing FootPrints
Information Needed for Installation
•
Your email address
•
SMTP email server name for email notification (DNS name or IP address)
•
If installing the version for SQL database, please have the following information:
Name of SQL Server machine
SQL Server Administrator account password (blank password by default)
•
The FootPrints Installation Wizard automatically installs the software, creates the
necessary aliases in IIS, and creates the SQL or Access database, tables and permissions.
After installation, the software can be auto-licensed for 30 days with all functionality.
NOTE FOR SQL SERVER USERS
SQL Server can be installed such that column names are case sensitive; this causes FootPrints to
fail. If you have installed SQL Server with case sensitive column names, you will need to reinstall it
without case sensitive column names before installing FootPrints.
NOTE FOR SQL EXPRESS 2005 USERS
SQL Express 2005 requires Windows Installer 3.1 or later, MDAC 2.8 SP1 or later, and .Net
Framework 2.0 or later.
NOTE FOR BASE STARTER PACK USERS
The Extended Starter Pack is required to purchase the SQL Link. Please contact your salesperson
for details on obtaining the Extended Starter Pack.
NOTE
FootPrints must be installed from the server and not through a terminal services session. Installing
FootPrints through a terminal server session will result in a "Page Not Found" error when
attempting to access FootPrints.
70
FootPrints Administration Manual
Footprints 9.5 for Unix and Linux Functions Under mod_perl
The mod_perl program builds the perl processor into your Apache Web server and executes
Footprints perl scripts much faster than the basic perl compiler. This greatly improves Footprints
performance, especially with a large number of Agents.
Numara Software has tested mod_perl on both Linux and Sun Solaris systems extensively.
Directions for building and testing mod_perl for Linux and Unix are included in the Footprints
install package in a file named README.mod_perl. Please contact Numara Software Support if
you need help with this installation.
Installation Instructions
NOTE ON MICROSOFT XP
Because neither Microsoft XP nor Vista are designed to be used as servers, we do not recommend
them as platforms for the FootPrints server. Microsoft XP and Vista are supported, however, as a
client platforms for connecting to FootPrints for all users via the browser.
1.
The FootPrints software contains installation files for many different platforms. Select the
appropriate file to install FootPrints from the following list, then double click the file to
begin setup:
•
fpOracle9.exe
•
fpSQL9.exe
•
fpSQLExpress9.exe
•
fpup9Oracle.exe (for upgrades)
•
fpup9SQL.exe (for upgrades)
NOTE
For UNIX/Linux versions, please read the README for installation instructions.
2.
Follow the prompts and enter the information required:
Name—Your name.
Company—Your company.
Email server—Enter the full DNS name or IP address for your SMTP mail server.
User ID—Enter a User ID. You will be given a password.
NOTE
Make sure to keep a written copy of your FootPrints user ID and password. You need these to log
in to FootPrints the first time.
Email address—Your email address.
Workspace name—The name of your first FootPrints Workspace.
Address Book name—The name of your first FootPrints Address Book 1.
1
FootPrints table used to keep customer contact and configuration information. For example, the Project
Administrator may have set up the Address Book to hold a customer's name, email address, phone
number, location, etc. Multiple Address Books can be created within FootPrints, each associated with one
or more Projects.
71
FootPrints Administration Manual
3.
By default, FootPrints is installed to C:\FootPrints. You can, optionally, browse for a different
directory.
NOTE
The install path cannot contain any spaces.
4.
When you are asked if you would like FootPrints to setup the web server, answer Yes. This
creates 5 virtual directories in IIS for FootPrints.
5.
If installing the SQL Server database version:
•
What is the name of the SQL Server you are using?— Specify the machine name of the
SQL Server machine.
•
SQL Server Administrator ID—This is “sa” by default (please consult your SQL Server
administrator).
•
SQL Server Administrator Password—This is blank by default (please consult your SQL
Server administrator).
6.
The Installation Wizard now tests the connection to SQL Server. If the connection fails, you
will be prompted to enter the information again.
•
Program Folder—This defaults to FootPrints.
7.
When setup is complete, you must reboot the server.
8.
If you decide to not have FootPrints automatically configure IIS for you, you will have to
configure IIS on your own. Complete the FootPrints installation before doing so. The next
steps provide instructions for adding the Perl extension to IIS are below. To add the Perl
extension to IIS:
•
On Windows 2003/2008 Server, go to Start | Programs | Administrative Tools | Internet
Services Manager.
•
In the Management Console, highlight your Default Web Site. In the right pane, there
should be five FootPrints virtual directories listed: FootPrints, help, MRcgi, tmp, and
MRimg.
•
In order to run properly, FootPrints requires the following directory aliases to be made in
your web server. different IIS versions have different interfaces for entering this
information.
Directory
C:\footprints\cgi
C:\footprints\html
C:\footprints\html\help
C:\footprints\html\tmp
C:\footprints\html\MRimg
Alias
MRcgi
footprints
help
tmp
MRimg
IIS 6 Permissions
scripts and executables
scripts and executables
read
read
read
•
Highlight MRcgi, right-click the mouse, and select Properties.
•
On the Virtual Directory tab, click the Configuration button. If you don't have this button,
click the Create button first.
•
In the App Mappings tab, click the Add button.
•
For Executable, enter:
C:\FootPrints\bin\perl\bin\perl.exe "%s" "%s"
where C:\FootPrints is the FootPrints installation path. For example, if FootPrints is
installed to D:\FootPrints, the Perl executable path should be:
D:\FootPrints\bin\perl\bin\perl.exe "%s" "%s"
•
72
For Extension, enter: .pl
FootPrints Administration Manual
•
Click OK, then click Apply, and then OK on the App Mappings tab.
•
Click OK on the MRcgi Properties.
•
Close IIS and save any changes.
9.
To access FootPrints, point your web browser to:
http://mywebservername/footprints/
where myservername is the URL for the server on which FootPrints is installed. To run it
locally, the machine name can be used, e.g., http://mymachine/FootPrints/.
10. Login to FootPrints with the user ID and password created during installation, then click
LOGIN or press ENTER.
11. To start using FootPrints, you must obtain a license. The first time you log in, a 9-character
license code is displayed on the screen. Click the link to connect to the licensing page. This
opens a second window that brings you to the Numara Software automatic licensing page.
12. Fill in the short form on this screen, and click SUBMIT. You will immediately receive a 36character license string via email. You must enter a valid email address to receive the
license.
13. Enter the 36-character license string in the License String field on the FootPrints screen and
click GO. Pasting the license string directly from the email (rather than typing it) ensures
accuracy. This provides you with a 30-day evaluation license for 5 internal users, Unlimited
Customer (end user) access and the Dynamic Address Book link feature.
NOTE
If you have purchased FootPrints, you should obtain a permanent license and input it on this
screen, instead of following the evaluation license process above. Email the 9-character code to
footprints.support@numarasoftware.com for your permanent license.
14. The Workspace Setup Wizard is displayed. The Workspace Setup Wizard guides you
through setting up the most popular features of FootPrints. You can exit the Wizard at any
time, which takes you to the FootPrints Homepage. To configure options at a later time,
visit the Workspace and System Administration pages by selecting Administration from the
FootPrints Toolbar.
15. Once the Wizard is complete, you are on the FootPrints Homepage. The FootPrints Help
appears in a second window. Follow this guide to learn about how to use FootPrints and
to configure it with additional fields, users, and settings.
Application Pools
If questions arise regarding Application Pools when configuring Virtual Directories, contact
Numara Software Support for assistance.
Uninstalling FootPrints
FootPrints can be uninstalled from the Add/Remove programs option in the Control Panel. If you
need to manually uninstall FootPrints, please follow these instructions:
1.
Remove the five FootPrints virtual directories from IIS
•
On the server where FootPrints is installed, open the Internet Services Manager by
selecting Start | Programs | Administrative Tools | Internet Services Manager from the
Start menu.
73
FootPrints Administration Manual
•
In the left pane, select SERVERNAME | Default Web Site, where SERVERNAME is name of
the web server.
•
Delete the following 5 FootPrints virtual directories: MRcgi, footprints, help, tmp, and
MRimg. To delete a virtual directory, highlight the name, right-click and select “Delete”.
16. Stop the FootPrints' Services
•
On the server where FootPrints is installed, open a command prompt by selecting Start |
Programs | Accessories | Command Prompt, and change to the FootPrints directory
using the following command:
cd C:\FootPrints\bin
where FootPrints is installed to C:\FootPrints. Change the path accordingly if FootPrints
is installed to a different directory.
•
Stop the scheduler service using the following command:
FPschedule –u
•
Stop the backup scheduling service:
FPwatch -u
17. Uninstall FootPrints
•
Select Start | Programs | Control Panel | Add/Remove Programs, and choose FootPrints.
•
Follow the prompts to uninstall FootPrints.
18. Delete the FootPrints folder (C:\FootPrints if installed to the default location.)
Applying FootPrints Patches
If you need to apply a patch to FootPrints, use the following procedure:
1.
Save the patch_X.zip file to the FootPrints root directory.
2.
Run the mrPatch program from the footprints/cgi directory:
3.
•
On UNIX: cd to footprints/cgi, then run ./MRpatch.pl.
•
On Windows: run the mrPatch batch file in the footprints/cgi directory. You can do this
by double-clicking on the mrpatch.bat file; there's no need to open a command shell first.
Follow the prompts to select the patch file and apply it.
The script will automatically back up all files and set the correct permissions on new files.
74
FootPrints Administration Manual
Chapter 6: Create a Project with the
Project Setup Wizard
Workspace Wizard - Introduction
After licensing FootPrints and logging in for the first time, the Workspace Setup Wizard is
displayed. The Workspace Setup Wizard is intended to help you through setting up some of the
most popular features of FootPrints for use in help desk, customer service, sales, development, or
any other issue tracking needs. While there are many configuration options in FootPrints, the
Wizard helps you get up and running as quickly as possible with the basic features.
You can navigate through the Wizard using the Next and Back buttons. You can skip any step
that you do not want to complete. To exit the Wizard, select Cancel. This brings you directly into
FootPrints. You can set up the workspace at a later time through the administration pages by
selecting Administration from the FootPrints Toolbar.
The Workspace Setup Wizard is also available for creating additional workspaces from the System
Administration Workspace Management page.
The workspace templates are described below.
1.
For a list of information needed to complete the Wizard fully, click the Information Needed
for the Workspace Setup Wizard link.
2.
On the first page of the Wizard, you can select a workspace type.
•
Select Workspace Type—The drop-down below contains a list of pre-built templates for
your first workspace. Select a workspace type and click View Details to see a preview of
the fields that are included in the template. If you do not want to use a template, select I
Will Make My Own Fields Later. In any case, fields can be added, edited, or changed later
from the administration pages.
•
Select Workspace Name—This is the display name for the workspace.
Available templates are:
•
Corporate Service Desk—This is intended for a typical corporate service desk that
supports hardware, software, network, and other IT issues for employees of the
company.
•
Customer Support—This template is intended for use by a customer service department
that supports outside customers on the company's products and services.
75
FootPrints Administration Manual
76
•
IT Service Management—This is intended for incorporating a CMDB in the Workspace.
The IT Service Management template actually creates four separate workspaces: the
Incident Workspace, for tracking Incidents, the Problem Workspace, for tracking
Problems, the Change and Release Management Workspace, which will provide change
management, and the Service Portfolio Workspace, which creates a workspace for
building a Service Catalog. The Workspace Wizard follows a different set of steps for the
IT Service Management Workspace than it does for other workspaces. If you select the
IT Service Management workspace template, go to theWorkspace Wizard for IT Service
Managementsection of this document once you complete this page.
•
Asset Requisitioning—This template is designed for purchasing.
•
Change and Release Management—This template can be used to track change requests
for any number of categories. It is based on the ITIL standard. The Change Management
template is only available if the Change Management Add-on module is purchased.
•
Survey—This template is used for responses to your customer surveys. This template
takes you through a slightly different series of steps than the other templates.
•
SOX Financial Control Management—This template is designed to track process controls
that relate to financial procedures and processes. The template was created in response
to Sarbanes-Oxley requirements.
•
SOX IT Change Management—This template is designed to ensure that changes made to
financial data comply with Sarbanes-Oxley requirements. The Issue page that is created
with this template contains sections that are Status-dependent, meaning that the
sections of the Issue expand or collapse depending on the value in the Status field.
(Available to Change Management users only.)
•
IT Outsourcing—This template is designed to keep track of IT issues for an IT Outsourcer
who provides Third-Party technical support and services for another organization.
•
HIPAA Patient Management—The HIPAA Patient Management template was created to
help medical facilities track and manage patient personal, insurance, and payment
information, as well as visits, services rendered, and future appointments.
•
Facilities Management—This template helps track maintenance and other facilities
requests.
•
Human Resources Management - This template is used to track individual employee
change requests.
•
Service Desk—This is an ITIL-compatible (Information Technology Infrastructure Library)
workspace template for tracking Incidents and Service Requests.
•
Problem Management—This is an ITIL-compatible workspace template for Incident and
Problem Management.
•
Service Portfolio—This is an ITIL-compatible workspace template for proposing and
approving Services for the Service Catalog.
•
Issue Tracking—This is a generalized template for tracking any kind of issues or
workspaces that need to be tracked.
•
Resource Management—This template is designed to help an IT department track and
manage both hardware and software that it might loan or otherwise install.
•
Sales Tracking—This template is designed to help a sales team track leads, quotes, and
perform contact management.
•
Software Change Management—This template can be used for development and quality
assurance teams to track feature requests, bugs, and other issues regarding a company's
software products. (Available to Change Management users only.)
FootPrints Administration Manual
•
Training—This template is useful for an IT department that trains its employees, as well as
for other training organizations uses
NOTE
These templates contain some fields that have sample choices in them, such as Product (Product
1, Product 2, etc.) and Version Number (Version 1.0, 2.0, etc.). They are intended for evaluation
purposes only. To use these fields in your environment, you should edit them to include your
actual product names, etc. This can be done at any time from within FootPrints by selecting
Administration | Workspace | Field Maintenance (for workspace or issue-based fields) or
Administration | Address Book | Field Maintenance (for contact fields) from the FootPrints
Toolbar. Administrators should also note that some of the templates, such as Corporate Help Desk
and eSvc Customer Support, create teams in addition to fields.
3.
After selecting a template, click "Next".
4.
You can now advance to Step 1.
Information Needed for the Setup Wizard
The following information is needed to complete all steps of the Workspace Setup Wizard. If the
information is not currently available, you can skip the corresponding step and configure the
feature later from the administration pages within FootPrints.
If configuring Email
•
Email server name—For example, email.widget.com
•
ID of support email account—For example, support. This is an email account you create
on your email server for the exclusive use of FootPrints to process incoming email (e.g.,
support@myserver.com). All email sent to this account is processed by FootPrints and
registered as new Issues within the system or as updates to existing issues.
IMPORTANT
Do not use your own email address for this account.
•
Password of support email account
•
Whether the support email account uses the IMAP or POP messaging protocol
If configuring an LDAP/Address Book
•
LDAP Server Name—For example, machinedomain.internetdomain.com
•
LDAP Server Port—For example, 389. An additional option for users beside the standard
LDAP port (389) is the Global Catalog port for Active Directory (3268). This enables LDAP
to access additional users from trusted domains using a set of common LDAP attributes.
The typical scenario in which this would be used is when a large organization has a
number of offices that each maintains an Active Directory for its local users. Using the
standard port, you might be able to retrieve only a local office's users. Using the Global
Catalog port, you can often retrieve everyone, assuming the search base is set correctly.
•
LDAP Search Base for Directory Entries—For example,
cn=Recipients,ou=widget.com,o=chicagoOffice
•
Last Name of Any Person Known to be in the Directory—For example, Smith
•
Distinguished Name—Similar to the Search base, but including the LDAP/AD
Administrator ID For example,
cn=Administrator,cn=Recipients,ou=widget.com,o=chicagoOffice
77
FootPrints Administration Manual
•
Password—Password of the LDAP/ID Administrator specified above.
NOTE
The last two are sometimes optional, although it is dependent on the setup of the LDAP server.
If configuring a Customer Survey
•
Workspace name—The tracking workspace(s) to be associated with the Customer Survey
workspace. The Customer Survey workspace uses the Address Book of the tracking
workspace.
•
FootPrints Database—The database FootPrints is using might have a limit for field names.
Included in these characters are some additional hidden characters placed by FootPrints.
If you are unable to create a question you desire for a survey as a result of this limit, you
may type in a shorter field name, but then create a longer display value using the
Language of Workspace and Address Book Fields feature. After completing the
Workspace Setup Wizard, access this feature by selecting Administration | Workspace |
Fields | Language of Workspace and Address Book Fields from the FootPrints Toolbar.
Workspace Wizard Step 1–Workspace Details
In this step, enter a name for your workspace(s) and confirm the template and fields selected in
the initial Workspace Setup Wizard screen. These fields can be modified later in the Wizard and
can be changed or added to from within FootPrints after the Wizard is complete. To select a
different template, click Back.
Enter a workspace name in the field.
NOTE
The template selected may contain some fields that have sample choices in them, such as Product
(Product 1, Product 2, etc.) and Location (First Floor, Second Floor, etc.) They are intended for
evaluation purposes only. To use these fields in your environment, you should edit them to
include your actual product names, locations, and so on. This can be done at any time from
within FootPrints by selecting Administration | Workspace | Field Maintenance (for workspace or
issue-based fields) or Administration | Address Book | Field Maintenance (for contact fields) from
the FootPrints Toolbar.
Workspace Wizard Step 2–Built-in Fields
This step allows you to customize some of the built-in FootPrints fields for your workspace.
Priority
The Priority field is used to rate Issues by importance or impact. Options for priority include:
78
•
Maximum Priority—The number selected here defines the range or number of priorities
available for Agents to select when creating an Issue. Any number from 1—100 can be
selected. This defaults to the number assigned by the workspace template.
•
Default Priority—This is the default Priority assigned when users create new Issues. If 2 is
selected, new Issues are created with a priority of 2 unless the Agent or an automated
FootPrints Administration Manual
escalation rule changes it. If words are assigned to the Issue (see below), the
corresponding word is the default (for example, Medium).
•
Priority Words and Colors—Words and colors can be assigned to Priorities. Rather than
selecting 1, 2, 3, etc., Agents can select Urgent, High, Medium, etc. If colors are selected,
they appear on the FootPrints Homepage. Words are assigned by the Workspace Setup
Wizard. To change the words, to add a word or words for additional priorities, and to
select colors, click the link to Assign Words and/or Colors to Priorities.
To map Priority words and colors:
1.
Click the link to Assign Words and/or Colors to Priorities. A small pop-up window is
displayed. There are input boxes for each priority level in the pop-up window.
2.
Enter a word or phrase for each priority level that is blank, or change the existing word.
3.
To select a color, click Pick next to a priority level. Another pop-up window appears with a
color map.
4.
Select a color. The color box for the priority is populated with the hex code.
5.
Click
GO to save your changes.
Status
The Status field is used to define the workflow of Issues, or the stages that an Issue will move
through from beginning to end. Statuses can be added, deleted and reordered here. The dialog is
pre-filled with the Statuses defined by the workspace template.
To add a Status:
1.
Enter a name for the new Status.
2.
Click the Add button. By default, the new Status is listed just before Closed.
To delete a Status:
1.
Select the Status in the dialog box (it will be highlighted in blue).
2.
Click Delete Status. The Status is removed from the list.
To re-order Statuses:
1.
Select a Status in the dialog box (it will be highlighted in blue).
2.
Use the Up and Down arrow buttons to move a Status up and down in the list.
NOTE
Open and Closed are built-in and cannot be changed or re-ordered. You can change the words
that represent them from within FootPrints on the Status administration page. In addition, there
are other built-in Statuses used by FootPrints that are not displayed here, including Deleted and
Request. Refer to the Workspace Administration topic on Statuses for more information.
Time Tracking
The Time Tracking field is used to track the time that Agents spend working on Issues. Time can
be tracked automatically by the system or manually by the Agent. Agents can be assigned hourly
billing rates to be used in tracking the cost of Issues in addition to the time spent. Time can be
tracked for any Agent when creating Issues and when editing Issues. The total time counted over
all sessions is accumulated and stored for the Issue. If this feature is not needed, it can be disabled
for the workspace.
79
FootPrints Administration Manual
Time Tracking data can be included in reports or exported to a billing system. For more
information on creating Time Tracking reports, please refer to the topic titled Time-tracking
Reports.
Options for Time Tracking:
•
Automatic—If this is selected, a visible clock automatically tracks the time spent by Agents
working on Issues. This is useful for a call center or service desk where the Agents do
most of their work at their desks. A "Pause" button is displayed on the Issue form to allow
the Agent to temporarily pause the clock.
•
Manual—If this is selected, Agents manually enter the amount of time worked on an
Issue. This is useful for desktop support teams or workspaces where users will do much of
their work away from FootPrints. There are 2 sub-options:
ƒ
ƒ
•
Permissions
ƒ
Optional—Agents have the option to fill in time spent when creating or editing
Issues.
ƒ
Mandatory—Agents are required to fill in time spent each time an Issue is created
or edited.
Start Date/Time
ƒ
Always use current date & time—By default, the date and time at which the
Agent enters the information is automatically recorded by FootPrints.
ƒ
Manually enter start date & time—If this option is selected, the Agent can fill in the
date and time work began manually. This is useful if Agents often do their work
away from FootPrints, and only update their Issues at a later time.
Disable—If this is selected, Time Tracking is disabled for the workspace.
Workspace Wizard Step 2a–Customer Survey
In this step, select the workspace(s) to link to this survey workspace. Whichever workspace(s) you
select on this page automatically have their survey results filtered into this survey workspace and
have their own individual tickets created. The survey workspace also shares the same Address
Book that your selection(s) uses.
•
Workspace to Link Survey to—Select a workspace from the drop-down list whose survey
results will be stored in the Customer Survey Workspace that you are creating.
•
Link to Additional Workspaces—If the workspace you select from the drop-down list
shares its Address Book with other workspaces, you can highlight additional workspaces
to be used with the Customer Survey workspace being created. To select more than one
workspace from the list, hold down the CTRL key while clicking on the entry.
NOTE
Only workspaces with unique address books or sharing the same address book can be linked to a
single Customer Survey Workspace.
When you have finished making any changes desired to the workspace fields, click
80
Next.
FootPrints Administration Manual
Workspace Wizard Step 2b–Customer Survey
In this step, you enable customer surveys in the workspace(s) selected in the previous step.
Surveys generated from the other workspace(s) are populated in this new survey workspace.
To change these settings later, select Administration | Workspace | Automated Workflow |
Customer Surveys from the FootPrints toolbar in the originating workspace (not in the survey
workspace).
•
Subject—Enter a subject line for the survey email.
•
Custom Message—The text entered here will be in the body of the survey email. Certain
keywords can be used that will automatically get replaced by their associated values
once the email is sent. Click the “Click here” link to be presented with a list of those
keywords.
•
Survey Rules—Select when to send customer surveys:
ƒ
Send survey for each customer Issue that is closed.
ƒ
For each customer Issue that is closed, there will be a 1 in X chance of the customer
receiving a survey (if they haven't received a survey in the last Y months). You choose
the values for X and Y.
ƒ
For X: Choosing a value of 2 for X does not mean that every other issue closed
sends a survey email; it means that each issue closed has a 1 in 2 (50%) chance of
sending out a survey email.
ƒ
For Y: Indicate how often customers are allowed to receive surveys. You may not
want the same customer to receive more than one survey in a 1, 3, 6, or 12
month period.
TIP
You may want to send a survey for every issue that gets closed, but only if the person receiving
the email has not received a survey in the past 1, 3, 6, or 12 months. Use the second option and
set the value of Y to 1 so that each closed issue has a 1 in 1 chance of sending a survey email.
ƒ
Send surveys to all linked customers when a Global Issue is resolved. This option can
be selected regardless of when surveys are being sent.
ƒ
Include Javascript data validation on surveys and HTML Forms. This option can be
turned off so that the Javascript validation is not included.
When you have finished making changes desired to the Customer Survey setup, click Complete
the Wizard. The workspace is created and your survey setup is finished.
Workspace Wizard Step 3–Configure Issue
Information Fields
The workspace fields created by the Workspace Setup Wizard are displayed in the dialog box.
They are based on the workspace template you selected. These are the fields that will be
displayed in the Issue Information section of the Issue pages later, after the workspace has been
built. In this step, as long as there are no dependent fields, you can re-order or delete fields (for
more information on field dependencies, refer to Field Dependencies). If you would like to make
additional changes to these fields, select Administration | Workspace | Field Maintenance from
the FootPrints Toolbar after completing the Wizard.
81
FootPrints Administration Manual
There is a different Step 3 if you are using the IT Service Management template, which is
described in the next topic.
NOTE
When creating additional workspaces with the Wizard, the full Field Maintenance dialog is
available for adding and changing fields.
To re-order the fields:
1.
Select a field in the dialog box (it will be highlighted in blue).
2.
Use the Up and Down arrow buttons to move a field up and down in the list.
3.
Continue to re-order the fields are desired. This is the order in which they are displayed in
the workspace.
To delete a field:
1.
Select the field in the dialog box (it will be highlighted in blue).
2.
Click Delete. The field is removed from the dialog and is no longer included in the
workspace.
NOTE
The Delete button is only visible when your workspace template does not contain any dependent
fields. There are instances where deleting dependent fields can cause problems, so the Delete
button is not available in the installation version of the Workspace Setup Wizard for those cases.
Workspace Wizard Step 3 for IT Service Management
Workspace
This step determines how you will create a CMDB for your Workspace. This step only applies to
an IT Service Management Workspace. Options on this page are explained below. When you
finish selecting options on this page, click the Finish button.
Use Template
If you select the Use Template radio button, you must select the CMDB template to use from the
drop-down field. When you select a template from the drop-down field, the schema for that
template is displayed at the bottom of the page. Drop-down options are:
82
•
ITIL CMDB—This template contains configuration item types, attributes and relationships
recommended as ITIL best practices.
•
Numara Asset Management Platform—This template contains configuration item types,
attributes and relationships drawn from the Numara Asset Management Platform.
•
All Assets—This template contains configuration item types, all attributes and
relationships. With this template, you would start off with all possible attributes and
relationships and then remove the ones you do not want to use.
•
Inventory—This templates contains configuration item types, attributes and relationships
relating to facilities management.
FootPrints Administration Manual
Use Existing CMDB Configuration
If you select the Use Existing CMDB Configuration radio button, a drop-down field containing
existing CMDBs is displayed. Select the CMDB you want to copy from the field. When you select a
CMDB from the drop-down field, the schema for that CMDB is displayed at the bottom of the
page.
Create on Your Own
If you select the Create on Your Own radio button, CMDB is enabled but no configuration item
types, attributes, or relationships are created for you. Instead, you must create all of the
configuration item types, attributes, and relationships on your own.
Workspace Wizard Step 4a–Address Book
In this step, you can select the type of Address Book to be used for your workspace. The Address
Book is a place to keep the contact information for your end users, whether they are employees,
remote users, or Customers. The data can be kept in FootPrints or can be dynamically read from
an outside source, such as Microsoft Exchange, Active Directory, or other LDAP source. The LDAP
option is only available in the evaluation software or if you purchased the Dynamic Address Book
Link add-on module with FootPrints.
NOTE
If you purchased the Dynamic SQL Address Book add-on, you must configure the Address Book
after you've run the Workspace Wizard. Choose FootPrints Address Book, which is converted
later. Refer to Dynamic SQL Address Book Link in the Address Book Administration chapter.
To select an Address Book:
•
Address Book Name—Enter the name for the Address Book, for example, Employees.
•
Address Book Type (only requested if you are licensed for Dynamic LDAP Address Book
Link)—Select the type of Address Book:
ƒ
New FootPrints Address Book—If this is selected, the contact data is kept within the
FootPrints database. Once the Wizard is complete, you can import contact records
from a comma-delimited text file. Please refer to the topic on Importing Data into the
Address Book for more information.
ƒ
New LDAP/Exchange/Active Directory Connection—With this option, contact data is
read dynamically from an outside source each time it is accessed. No importing or
synchronization is necessary. Supported databases include Active Directory,
Microsoft Exchange, Lotus Notes, Sun ONE, and Novell eDirectory. If this is selected,
you must enter information about the LDAP source in the next step.
NOTE
This option is only available when creating additional workspaces in FootPrints. The LDAP feature
can be configured after the Workspace Setup Wizard is complete under Address Book
administration. If you are unsure of your Exchange/Active Directory configuration, select
FootPrints Address Book. The Address Book can be changed later from the Address Book
administration screen.
Link to an existing Address Book—This option allows you to use an existing Address Book
for the workspace.
83
FootPrints Administration Manual
Once you have selected an Address Book, click Next. The next step differs based on the type of
Address Book selected.
Workspace Wizard Step 4b–Address Book Fields
The Address Book fields created by the Wizard are displayed in the dialog box. They are based on
the workspace template you selected. They re displayed in the Contact Information section of the
Create Issue form and in the Address Book. In this step, you can re-order or delete the fields. If you
would like to make additional changes to these fields, select Administration | Address Book |
Field Maintenance from the FootPrints Toolbar after completing the Wizard.
NOTE
When creating additional workspaces with the wizard, the full Field Maintenance dialog is
available for adding and changing fields.
To re-order the fields:
1.
Select a field in the dialog box (it will be highlighted in blue).
2.
Drag-and-drop fields to move them up and down in the list.
3.
Continue to re-order the fields are desired. This is the order in which they are displayed in
the Address Book.
To delete a field:
1.
Select the field in the dialog box (it will be highlighted in blue).
2.
Click Delete. The field is removed from the dialog and is no longer included in the Address
Book.
The Address Book also contains two additional properties:
•
Primary Key—The Primary Key is a unique identifier for each Contact in your Address
Book. If the Customer Self-service feature is used, it is the ID that Customers use to log
into FootPrints, along with a password. This field should be both present and unique to
all Contacts. User ID is the recommended field, and also the default value for all
templates.
•
Organizational Field—The Organizational Field is used to organize Contacts in the
Address Book. Examples include Department, Business Unit, or Company. It is an
optional property. If one is selected, the Contacts in the Address Book are grouped by
the field.
•
Master Contact Record—Check here to enable the Master Contact Record feature.
Workspace Wizard Step 4b–Configure
Exchange/Active Directory
If Exchange/Active Directory Address Book was selected in Step 4a, the LDAP Address Book must
be configured in the next few steps. With this option, contact data is dynamically read from an
outside source each time it is accessed. No importing or synchronization is necessary. Supported
databases include Active Directory, Microsoft Exchange, Lotus Notes, Sun ONE, and Novell
eDirectory.
84
FootPrints Administration Manual
This page requires information about your LDAP source. Please consult with your system or LDAP
administrator for more information.
LDAP Server Name
Enter the full domain name of the machine hosting the contact database server.
NOTE FOR MICROSOFT USERS
If Exchange and Active Directory are on different servers, the Active Directory Server name should
be entered. The Exchange/Active Directory administrator should be able to provide this name. It
will usually be of the form: machinedomain.internetdomain.com
LDAP Server Port
This is the port that FootPrints uses to communicate with the LDAP contact database to retrieve
user contact information. In most cases, the default value of 389 should be used. However, when
a machine has more than one directory, a different port number may be used. If port 389 is
already in use, administrators often set port 390 as the LDAP port.
LDAP Search Base for Directory Entries
LDAP (including MS Exchange/Active Directory) stores its data in a tree structure. To enable
FootPrints to retrieve user information, a search base specifying where to search in the tree and in
what order must be specified here. The search base is formed by adding names of the root and
each subsequent branch of the tree until reaching the point where a search should commence.
The search base should be the branch of the tree closest to the data being searched. In most
instances, all data being sought is in one branch of the LDAP tree. For instance, if the root of the
LDAP Directory tree is o=server.com and the next branch to be taken was ou=People, which
contains all the directory information, the search base is: ou=People,o=server.com
The form of the search base is different for Microsoft Exchange 5.5, Exchange 2000, and other
LDAP servers. Specific instructions are given below for help in finding the correct search base for
two of the most popular LDAP-compliant contact databases: Microsoft Exchange 5.5 and
Microsoft Active Directory (2000). For other databases, such as Sun ONE Directory Server, Lotus
Notes, and Novell Directory Services, please refer to the product documentation for that server, or
contact Numara Software Support for help.
NOTE
If linking to Microsoft Exchange/Active Directory, contacts must reside directly in Exchange/Active
Directory as a contact record or user. Contact records that reside in Public Folders are not
supported.
Microsoft Exchange 2000/Active Directory
Exchange 2000/Active Directory usually has a search base beginning with cn=Users. For
Windows 2000 and later releases using Active Directory, read the value for the following key:
1.
On the server where Exchange or Active Directory is installed, select Start | Run from the
Start Menu.
2.
Enter regedit or regedt32, and then click Open.
3.
Browse to the following key:
HKEY_LOCAL_MACHINE/System/CurrentControlSet/Services/NTDS/Parameters/Root Domain
85
FootPrints Administration Manual
4.
Take the value in the above key and create your search base by starting with cn=Users and
continuing by adding the key found above, separated by a comma. For example, if the
value found is DC=Ntdomain,DC=internetName,DC=com, you would try:
cn=Users,DC=NTdomain,DC=internetName,DC=com
NOTE
Spacing, punctuation, and capitalization must be exact for a search base to work correctly. For
instance, if one of the values in your search base has spaces and/or punctuation (e.g., o=My
Company, Inc.), you must place the value in quotation marks (e.g., o="My Company, Inc.") and
make sure that the spacing, punctuation, and capitalization are correct.
Microsoft Exchange 5.5
Exchange 5.5 usually has a search base beginning with cn=Recipients. The search base can be
determined by reading the registry. To find the full search base:
1.
On the server where Exchange is installed, select Start | Run from the Start Menu.
2.
Enter regedit or regedt32, and then click Open.
3.
Browse to the following key:
HKEY_LOCAL_MACHINE/System/CurrentControlSet/Services/MSExchangeCCMC/Parameters/SiteDN
4.
Take the value in the above key and create your search base by starting with cn=Recipients
and continuing by adding each key starting with the last (keys are separated by slashes (/))
and adding the last remaining key, separating each new key added with a comma. For
example, if you see the following “/o=company/ou=organization” you would try as your
search base:
cn=Recipients,ou=organization,o=company
The parameters for the search base are listed in reverse order from what is displayed in Exchange
and commas separate the records rather than forward slashes. See your Exchange administrator if
there is any difficulty.
NOTE
Spacing, punctuation, and capitalization must be exact for a search base to work correctly. For
instance, if one of the values in your search base has spaces and/or punctuation (e.g., o=My
Company, Inc.), you must place the value in quotation marks (e.g., o="My Company, Inc.") and
make sure that the spacing, punctuation, and capitalization are correct.
Last Name of Any Person Known to be in the Directory
Enter the last name (surname) of a contact in the Exchange directory. This is the name that
FootPrints uses to test the connection to your LDAP server.
Distinguished Name (Optional)
Some LDAP servers allow an anonymous login. In these cases, no distinguished name and
password are needed; however, if your server requires an authenticated bind of a user to access
the directory, you should enter distinguished name and password of the administrator user here.
Specifying the distinguished name and password can also improve performance in searching
and retrieving data from the LDAP server.
The distinguished name of the binding user can be retrieved from your LDAP Administrator or
can be found using the techniques discussed above for the LDAP Search Base for Directory
Entries. The distinguished name to use for binding is generally cn=userid (where userid is the ID
86
FootPrints Administration Manual
for the account used for binding) followed by a comma and then the search base. For example, if
the User ID is Administrator:
•
For Exchange 2000, if the search base is:
cn=Users,DC=NTdomain,DC=internetName,DC=com
then the distinguished name is:
cn=Administrator,cn=Users, DC=NTdomain,DC=internetName,DC=com
•
For Exchange 5.5, if the search base is:
cn=Recipients,ou=organization,o=company
then the distinguished name is:
cn=Administrator,cn=Recipients,ou=organization,o=company
Be sure to leave all information of the user in the distinguished name. Do not omit such
information as a CN or UID as you would with a search base. Leave blank if binding
anonymously.
NOTE
Exchange 5.5 usually allows anonymous binding, while Exchange 2000 normally does not
support anonymous binding. If you have Exchange 2000, you probably need to fill in the
distinguished name and password.
Password (Optional)
Place the password of the binding user here. This is the password of the administrator specified in
the distinguished name above. Leave this blank if you are binding anonymously.
After all of the information is entered, click Next. The Wizard attempts to connect to your
Exchange/LDAP/Active Directory server and search for the contact specified above using the
search base and other information entered. If the connection is successful, the Address Book
Field Mapping page is displayed. If the Wizard is not able to connect to your LDAP server, an error
is displayed or the browser times out. Please contact your LDAP administrator or Numara
Software Support for assistance.
Workspace Wizard Step 4c–Exchange/Active
Directory Field Mapping
If the test to connect to the Exchange/Active Directory server is successful, the Field Mapping
page is displayed. On this page, you can map attributes from your Exchange/Active Directory
server to the FootPrints Address Book.
•
Available LDAP/Exchange Attributes—A list of available Exchange/Active Directory
Attributes is in the LDAP Attribute drop-down box. These are attributes found on the
Exchange/Active Directory server based upon the search base provided in your LDAP
configuration. To see an explanation of the most common Exchange/Active Directory
attributes, click the small Help link above the attribute list.
•
FootPrints Field Names—The right side of the page contains a list of some default fields.
All of the fields in the Address Book schema for the template are highlighted. When one
of the field names is highlighted and then Edit is clicked, the LDAP Attribute drop-down
box is populated with either a recommended name or the name of the Exchange/Active
Directory attribute. Regardless of what appears in the box, you can change the name of
87
FootPrints Administration Manual
the field. In addition, the Field Type contains a recommended FootPrints field type,
which can also be changed. You cannot use the same attribute for more than one field.
1.
For each field, select an available Exchange/Active Directory attribute from the drop-down.
2.
If there is no corresponding attribute for the field, select Delete. This deletes the field from
the Address Book in FootPrints.
3.
Although some Exchange/Active Directory attributes are obvious in how they relate to the
FootPrints Address Book fields, others are not. The Exchange/Active Directory
administrator should assist in mapping attributes to FootPrints Address Book fields.
On this screen, any additional changes desired can be made to the Exchange/Active Directory
Address Book fields.
Once you have completed changes in name or field type, click Add Field to send the field to the
FootPrints Fields box.
•
FootPrints Fields—The FootPrints Fields box contains all fields currently selected.
•
Primary Key—The Primary Key is a unique identifier for each Contact in your Address
Book. If the Customer Self-service feature is used, it is the ID that Customers use to log
into FootPrints, along with a password. This field should be both present and unique to
all Contacts. User ID is the recommended field and also the default for all templates.
•
Organizational Unit—The Organizational Unit is used to organize Contacts in the Address
Book. Examples include Department, Business Unit, or Company. It is an optional
property. If an Organizational Unit is selected, the Contacts in the Address Book are
grouped by that field.
To re-order the fields:
1.
Select a field in the dialog box (it will be highlighted in blue).
2.
Drag-and-drop fields to move them up and down in the list.
3.
Continue to re-order the fields are desired. This is the order in which they are displayed in
the Address Book.
To delete a field:
1.
Select the field in the dialog box (it will be highlighted in blue).
2.
Click Delete. The field is removed from the dialog and is no longer included in the Address
Book.
Workspace Wizard Step 5–Email
FootPrints can be configured to work with your email server to both send email notification to
users about their Issues and to process incoming email submissions for users. The basic email
options for your workspace are configured in this step. Additional options are available on the
administration pages within FootPrints.
1.
88
Email Notification - When to Send Mail—FootPrints can automatically send email notification
to users when Issues are created and edited. Separate rules can be set for both Assignees
(Agents assigned to Issues) and Customers (end users who report Issues). For example, you
may want email notification sent to the Agent assigned to an Issue for all statuses, but you
may only want email notification to go to the Customer who submitted the Issue when it is
opened, and when it is closed.
FootPrints Administration Manual
A default template is used for email notifications from FootPrints. To change the template,
select Administration | Workspace | Mail Preferences | Contents of Mail from the FootPrints
Toolbar after completing the Wizard.
For each of the categories, the options are:
•
Never send mail: If this option is chosen, no notification email is sent.
•
Always send mail for every creation/edit: Email is sent to all assignees for each change to
an Issue (default).
•
Send mail only for Issues matching the following criteria:
ƒ
Priority—Notification is only sent to the assignees/cc's when the Issue's priority falls
into the range chosen here.
ƒ
Status—Notification is only sent to the assignees/cc's when the Issue's status matches
one of the statuses defined here. Multiple statuses can be selected (Windows users
must hold down the CTRL key to highlight multiple statuses).
NOTE
The email notification rules selected here can be manually overridden for a particular Issue by the
Agent assigned to that Issue. These are simply defaults.
2.
Request Creation—An email can be sent automatically to one or more internal users when a
new Request is submitted by a Customer. This is in addition to notification sent to Assignees
as defined above. If selected, you receive an email each time a Customer submits a new
Request to FootPrints via the web or email. This option can be changed later under
Administration | Workspace | Mail Preferences after additional users are added to the
system.
3.
FootPrints Incoming Email Management—FootPrints can process incoming email requests
from users. An email account must be created on the email server for the exclusive use of
FootPrints (e.g., support@myserver.com). All email sent to this account is processed by
FootPrints and registered as new Issues within the system or updates to existing issues.
NOTE
Do not enter your own email address in this section.
To enable this feature:
a.
Select the mail retrieval protocol used by your email server. The choices are:
ƒ
IMAP (Internet Message Access Protocol)
ƒ
POP (Post Office Protocol)
To skip this step: If you do not wish to configure incoming email, select SKIP SETUP (this is
the default). You can enable incoming email at a later time by selecting Administration |
System | Email | Incoming Email Setup from the FootPrints Toolbar.
b. Enter the POP/IMAP mail server name for your organization, e.g., mail.myserver.com
or 123.33.44.55. This is pre-filled with the name entered during installation.
c.
Enter the email account name of the account you have created on your mail
server for the exclusive use of FootPrints, e.g., support.
NOTE
Do not enter your own email address in this section. All mail sent to the account entered here is
processed by FootPrints. If you enter your own email address, you will no longer receive email.
d. Enter the password for the email account (this must be entered twice).
89
FootPrints Administration Manual
e.
Enter the default reply address for this account. We recommend entering the
full email address of the account specified above, e.g., support@myserver.com.
f.
Enter the From name for this account. This is the name that populates the From
line of email notification mail headers, e.g., FootPrints or Widget Support. It is
used to respond to FootPrints email notification, which can be threaded back to
the originating Issue.
When you have completed configuration of email, click Complete the Wizard to finish the
configuration of the workspace.
Workspace Wizard Step 6–Other Options
This step allows you to configure some system-wide options for FootPrints. These options apply to
the first workspace and all subsequent workspaces, although most can be changed per
workspace or user, as noted.
NOTE
This step is only available the first time you setup FootPrints.
•
Cookies—Cookies allow FootPrints to remember a user’s ID and password. If this option is
enabled, all users will see a checkbox on the login screen that, if checked, will bypass the
login screen when they access FootPrints with their local browser. This cookie will
contain their FootPrints ID and a unique cookie ID, which will expire in 3 years. This
option applies to the whole system.
NOTE
Because this option poses a security risk (anyone can log in as that user if they have access to the
user's machine), do not enable Cookies if security is an issue for your organization. Also, if many
of your users access FootPrints from public or shared terminals, do not use Cookies.
•
Record Names—The terms entered here are used throughout FootPrints. Terms can be
specified for both Issue database records, and the Contact records in the Address Book.
These names can also be changed per workspace.
•
Date Format—This option determines how dates are represented throughout FootPrints.
Users can also set a personal preference for dates. The options are:
•
ƒ
American—MM/DD/YYYY
ƒ
European—DD/MM/YYYY
ƒ
ISO—YYYY/MM/DD
Logo—This is the logo that will appear on the FootPrints login screen and in the top-left
corner of each screen. You can keep the FootPrints logo, or upload your own logo. The
image's size should not be larger than 180x68 pixels.
To upload your logo:
1.
Click the Attach File button.
2.
Browse your local machine or network drive for the logo. The image's size should not be
larger than 180x68 pixels (a .GIF file is recommended).
3.
When you have selected the file, click Open. The file is copied to FootPrints. A message that
the file was copied successfully is shown in the attachment box on the screen.
4.
The logo, when displayed in the top-left corner in FootPrints, can optionally be a hypertext
link. You can select Yes or No for this option.
90
FootPrints Administration Manual
5.
If Yes is selected, enter a URL for the hypertext link.
By default, when you have completed the Workspace Setup, the Add Agents setup page is
displayed, allowing you to add agents to your newly created workspace immediately. If you
selected the FootPrints Customer Service template, you are given the option to refresh to either
the Customer Service Portal setup page or to the Add Agents page.
You have completed the Workspace Setup Wizard! Click the Complete button to finish. You are
now on the FootPrints Homepage. Go on to the next section, Configuration and Administration,
to learn more about FootPrints configuration and administration, or browse the Online Help for
other topics. You can return to the Help at any time by selecting Help .
Workspace Wizard for IT Service Management
Step 1-Workspace Details
For IT Service Management, enter names for the following workspaces in the appropriate fields:
•
the Incident Workspace, for tracking Incidents
•
the Problem Workspace, for tracking Problems
•
the Change and Release Management Workspace, which will provide change
management, and
•
the Service Portfolio Workspace, , which creates a workspace for proposing and
approving items to be included in the Service Catalog.
Step 2-Select Address Book
In this step, you can select the type of Address Book to be used for your workspace. The Address
Book is a place to keep the contact information for your end users, whether they are employees,
remote users, or Customers. The data can be kept in FootPrints or can be dynamically read from
an outside source, such as Microsoft Exchange, Active Directory, or other LDAP source. The LDAP
option is only available in the evaluation software or if you purchased the Dynamic Address Book
Link add-on module with FootPrints.
NOTE
If you purchased the Dynamic SQL Address Book add-on, you must configure the Address Book
after you've run the Workspace Wizard. Choose FootPrints Address Book, which is converted
later. Refer to Dynamic SQL Address Book Link in the Address Book Administration chapter.
To select an Address Book:
•
Address Book Name—Enter the name for the Address Book, for example, Employees.
•
Address Book Type (only requested if you are licensed for Dynamic LDAP Address Book
Link)—Select the type of Address Book:
ƒ
New FootPrints Address Book—If this is selected, the contact data is kept within the
FootPrints database. Once the Wizard is complete, you can import contact records
from a comma-delimited text file. Please refer to the topic on Importing Data into the
Address Book for more information.
ƒ
Link to an existing Address Book—This option allows you to use an existing Address
Book for the workspace.
91
FootPrints Administration Manual
Step 3
•
92
Use Template—If you select the Use Template radio button, you must select which
CMDB template to use from the drop-down field. When you select a template from the
drop-down field, the schema for that template is displayed at the bottom of the page.
Drop-down options are:
ƒ
ITIL CMDB—This template contains configuration item types, attributes and
relationships recommended as ITIL best practices.
ƒ
Numara Asset Management Platform—This template contains configuration item
types, attributes and relationships drawn from the Numara Asset Management
Platform.
ƒ
All Assets—This template contains configuration item types, all attributes and
relationships. With this template, you would start off with all possible attributes and
relationships and then remove the ones you do not want to use.
ƒ
Inventory—This templates contains configuration item types, attributes and
relationships relating to facilities management.
•
Use Existing CMDB Configuration—If you select the Use Existing CMDB Configuration
radio button, a drop-down field containing existing CMDBs is displayed. Select the
CMDB you want to copy from the field. When you select a CMDB from the drop-down
field, the schema for that CMDB is displayed at the bottom of the page.
•
Create on Your Own—If you select the Create on Your Own radio button, CMDB is
enabled but no configuration item types, attributes, or relationships are created for you.
Instead, you must create all of the configuration item types, attributes, and relationships
on your own.
FootPrints Administration Manual
Chapter 7: Populate the Address
Book
Populate the Address Book
A FootPrints Address Book can be populated with user contact data in a variety of ways:
•
By Agents—Contact information can be entered manually by Agents and Administrators
in Address Book, or on the "Create Issue" screen.
•
By Customers—Customers can enter their own contact information the first time they
submit a Request to the system via the Customer Self-Service web interface.
•
Imported—Contacts can be imported from a comma-delimited file (discussed below).
•
Dynamically—Contact data can be retrieved dynamically from an external database that
is either LDAP–compliant (such as Active Directory, Lotus Domino, SunONE or Novell
eDirectory) or SQL–based (i.e. SQL Server, MySQL, Access, etc.) using the FootPrints
Dynamic LDAP Address Book Link or the FootPrints Dynamic SQL Address Book link
(available as add–on modules).
The FootPrints Dynamic Address Book Link feature retrieves contact data dynamically from any
LDAP-compliant contact database for the Address Book. The Lightweight Directory Access
Protocol (LDAP) is the standard Internet directory protocol. Examples of an LDAP-compliant
database include Microsoft Active Directory, Sun ONE Directory Server, and Novell Directory
Services.
The FootPrints Dynamic SQL Address Book Link feature retrieves contact data dynamically from
supported contact databases for the Address Book via ODBC or via Perl DBI. Open DataBase
Connectivity, or ODBC, is a standard relational database access method developed by Microsoft
Corporation. The goal of ODBC is to make it possible to access any data from any application,
regardless of which database management system (DBMS) is handling the data. FootPrints
harnesses this power by providing access to existing ODBC-compliant contact data without
requiring that the records be loaded into a separate FootPrints Address Book. The supported
ODBC-compliant databases include Oracle, SQL Server, Access, MySQL, DB2, PostgreSQL and
Sybase. These are potentially all available on Windows installations, so long as an appropriate
driver and System DSN are configured on the machine. For Unix installations, the appropriate
DBD must be built on the FootPrints server to access that particular database type.
This section covers the three administrative methods: data import, the Dynamic LDAP Address
Book Link, and Dynamic SQL Address Book Link. Refer to Using the Address Book and Customer
Self-Service for more information on entering contacts manually.
93
FootPrints Administration Manual
•
Instructions on Importing Contacts
•
Instructions for Dynamic LDAP Address Book Link
•
Instructions for Dynamic SQL Address Book Link
Importing Address Book Contact Data
Customer contact data can be imported into the FootPrints Address Book from a flat text file. This
allows you to start using FootPrints with existing contact data from another database. Internal
users can look customers up in the FootPrints Address Book when logging an Issue. Customers
need only enter an email address or other primary key and FootPrints completes the rest of the
contact data. The data must first be exported from the existing contact database and formatted as
described below. The import can be done by the Workspace or System Administrator, either on
the Workspace Administration page under Address Book | Administration | Load Data, or under
Administration in the Address Book itself.
NOTE
FootPrints also supports the importing of Issue data. This Issue data must be loaded separately
from Address Book data. It is recommended that Address Book data be imported first.
Instructions on importing Issue data and how to link those Issues to imported Address Book
contacts can be found in the chapter on System Administration.
Topics in the section:
•
Load External Data into the Address Book
•
Creating the Data File
•
Optional Features for Address Book Imports
Load External Data into the Address Book
NOTE
This option is not available for any LDAP- or SQL-enabled Address Book. It is only for use with the
FootPrints Address Book.
Before you begin, the Address Book fields must first be created to match the fields in the data to be
imported. Also, the contact data must be placed into a single, flat text file in CSV (Comma
Separated Value) format. Details on creating this text file can be found below. Previous releases
permitted data to be in either CSV or Field-delimited formats; as of version 8.0 and higher, only
the CSV file format is supported.
To load data interactively from the web screens:
6.
Select Administration | Address Book | Load Data.
7.
Complete the appropriate fields, which are explained as follows:
94
•
Select Time to Load Contact Information section—The data can be imported immediately,
or can be scheduled for a future time. If your import file is large (e.g., more than one
thousand contacts) and the FootPrints server is in use, we recommend scheduling the
import for a time when the server is not being accessed by users.
•
Please browse for the data import file ...—Click the
button to browse your
local machine or network drives for the file. A link is also provided to review the schema
of the data.
FootPrints Administration Manual
•
•
Data encoding—Select the type of data encoding to use for the import file. Options are
server default and UTF-8.
ƒ
Server Default - If you're planning to view the csv file in Excel or other non-UTF-8aware application, or if you are loading data saved from Excel, you should pick the
"server default" choice.
ƒ
UTF-8 - If you are sure that the application used to view the data in the .csv file can
handle UTF-8 encoded data, select "UTF-8".
Userid or full name of an agent...—There are two different methods for indicating the
default submitter of the contact:
ƒ
If no submitter is indicated, the user ID of the administrator performing the data
import becomes the submitter for all Issues being imported.
ƒ
Enter a valid one-word FootPrints ID in the field provided. This user becomes the
submitter for all of the Issues being imported.
8.
GO at the bottom of the screen to load
After confirming that everything is correct, click
the data. A new Load External Data page is displayed. The new page displays information
about the data to be loaded at the top of the page.
9.
Complete the appropriate fields, which are explained as follows:
•
You may use the parameters in a built-in Field-Mapping List...—On the left side of the
schema section of the page, a list of built-in and saved field mappings is displayed (if you
have saved mappings previously). To use a saved or built-in mapping, select the mapping
from the list and the click the Use Selected List button. The fields for mapping will be
populated from the selected list. To delete a saved list, select the field and then click the
Delete Selected List button.
•
Check here if your Load File...—The checkbox lets you indicate if your import file has a
Heading line. Check the box as appropriate. If the box is checked, the first line of the
import file will not be loaded as data.
•
Save Field-Mapping List button—The Save Field-Mapping List button saves the list of
mappings you create. When you save the mapping, you are prompted for a name for the
saved field mapping. When the save completes, the name is displayed in the list on the
left side of the page.
•
Field Mapping—Map the fields in the load file to Address Book fields by selecting the
appropriate load file fields from the drop-downs. To skip a field mapping, select Do Not
Import from the drop-down. If you select Do Not Import, no data is entered into that
field. You can also select Blank Field #1 to leave fields blank.
•
Check here to create/update Master Contact Records with values from your import
file...—Check the box to ensure that Master Contact Records are updated for all
Address Book entries with information from the import file.
10. If you are not using a saved mapping, after confirming that everything is correct, click the
Save Field-Mapping List button if you wish to save the mapping for re-use at a later time.
11. Click the
GO button at the bottom of the page to import the data.
12. The data is validated. If the data is good, the import proceeds. It takes some time if the
import file is large, so be patient. If bad data is present, an error message is displayed with
the line numbers of contacts containing errors.
13. If you scheduled the import to occur in the future, the import does not occur until that time.
To remove a scheduled import, click the link to Review a List of Address Book Load events.
Imports that have already started cannot be removed.
95
FootPrints Administration Manual
Load Data As Batch Process
FootPrints also permits data to be imported into the Address Book on a batch basis without use of
the web screens. You must prepare the Upload file as described in the ‘Creating the Data File’
section. As explained there, Batch Upload files receive no error checking – they are loaded as-is,
so it is essential that your Upload file be properly setup and that it contain no errors.
The process is run on a ‘command line’ basis.
For loading web queue of Address Book imports the command is:
perl MRloadBackgroundABData.pl
For importing a .csv file to the Address Book, the command:
perl MRloadBackgroundABData.pl [args]
where [args] are:
•
-abnumber=<address book number> (address book number for target address book)
•
-file=<path to csv file> (file contains csv in correct format for FootPrints Address Book
import)
•
-csvEncoding=<'local' or 'utf8'> (optional; defaults to 'local') (applies only to utf8
installations of FootPrints and should be set to ‘utf8’ if the Upload file is in utf8)
•
-updateMasterContact=1 (optional; set to 1 if updating master contact records from
imported contacts)
•
-updateContactsFromMasterContact=1 (optional; set to 1 if updating contacts from the
updated master contact)
•
-submitter=<address book submitter> (optional; defaults to 'ABLOAD' and will affect only
ability to delete or edit depending on role. This can be set by contact in the file.)
The default is to not update master contact records and to not validate fields in the background
except to require that the primary key value be set.
Related Topics
•
Creating the Data File
•
Optional Features for Address Book Imports
Creating the Address Book Data File
To import data into a FootPrints Address Book, the data must be contained in a flat text file. CSV
files can wrap on multiple lines, with double-quotes, and with commas as the separator. The fields
must be in the correct order and data (or a placeholder for optional fields) must be present for
each field as outlined below.To create the text file:
1.
The system new line separator (i.e., the result of pressing “Enter”, “Return”, “^M”, etc.)
should appear at the end of each contact.
2.
The fields for each contact must be separated by a comma “,” .
3.
The actual field names are not specified in the file (i.e., Last Name, First Name, etc.) Instead,
the data must be in the order specified in the Address Book Schema. The Schema can be
viewed by clicking the Review Schema link on the Load Address Book page. The pop-up
window shows you the order of the fields that you must use for your file.
4.
As an example, suppose the Address Book contains six Address Book fields, “Last Name,”
“First Name,” “Email address”, “Company”, “Phone” and “Fax”. The Schema would look like
this:
96
FootPrints Administration Manual
Sample Address Book schema
Therefore, one line in the text file using the CSV format might look like this:
Smith,Bob,bsmith@widget.com,Widget,212-555-1234,212-555-3232
where Smith is the Last Name, Bob is the First Name, bsmith@widget.com is the Email address,
the Company name is Widget, the phone number is 212-555-1234, and the fax number is 212555-3232.
NOTE
The CHECKBOX data type can be loaded. The value for CHECKED is ‘on’; for unchecked use either
a null field or ‘off’.
Related Topics:
•
Load External Data into the Address Book
•
Optional Features for Address Book Imports
Optional Features
•
Empty fields—All fields in the Schema must be delimited for each Issue. However,
optional fields need not contain data. An empty field should be indicated by placing
nothing between the field delimiters (commas) or at the end of the line. Suppose the
previous example has no value for the "Phone" field:
Smith=Bob=bsmith@widget.com=Widget==212-555-3232
Notice the two equals signs, "==", where the previous example has "=212-555-1234".
Example for a CSV file:
Smith,Bob,bsmith@widget.com,Widget,,212-555-3232
NOTE
Mandatory fields must contain data, or the import fails, with the exception described below under
Field Count Test. Mandatory fields are indicated in red in the Schema. To import data with
missing information, temporarily make the fields optional on the Edit Address Book Fields page.
After the import is complete, change the fields back to mandatory. Optional fields must still be
accounted for with empty delimiters.
•
Field Count Test—By default, each field must be accounted for for each record in the load
file. During the data validation step, if any records do not have the correct number of
fields (including optional fields accounted for by commas or other delimiter as described
above), the load ends. There may be cases where one or more of the last fields in the
Schema are optional and there is no data present in the load file, nor are there empty
delimiters to represent those optional fields.
For example, if the load file was created in Microsoft Excel, the CSV file created by Excel
does not provide comma characters for null fields at the end of the data line. For this
case, we have provided an option to skip the Field Count Test. If you select this option,
you can submit a load file without the trailing commas normally required for optional,
empty fields. By skipping this test, there is a risk that your data may not be loaded
properly, so please be careful in preparing your data.
Here is an example of an acceptable record if the Field Count Test is skipped, using the
Schema above:
97
FootPrints Administration Manual
Smith,Bob,bsmith@widget.com,Widget
NOTE
Notice that the trailing commas for the two final optional fields (Phone and Fax) are missing.
When a CSV file is created by Excel, commas are never included for empty trailing columns,
which are normally required by FootPrints. By skipping the Field Count Test, a CSV file created
from Excel can be used without editing it to add the trailing commas.
•
Wrapped text (embedded new lines)—Because the text file containing the data to be
loaded represents each record in a single line, the records cannot include new line
characters.
•
Number fields—For Integer or Real Number fields, all values must be numeric.
•
Date fields—Data for Date fields must be in the ISO date format, YYYY-MM-DD, e.g., 200309-22, even if your Date Format system or user option is set to an alternate format, such
as American or European.
•
Date/Time fields—Data for Date/Time fields must be in the ISO date format,
YYYY-MM-DD HH:MM:SS, e.g., 2003-09-22 11:22:35, even if your Date Format system or
user option is set to an alternate format, such as American or European.
•
Drop-down Choice Fields—Choice field data is not verified. It is your responsibility to
ensure that data for such fields matches the list of values you established when you
created the choice field.
•
Multi-select Fields—Multiple values separated by semi-colons can be imported for a multiselect field, e.g., choice1;choice2;choice3
•
Comments—You may make your data file easier to read by using blank lines and
comment lines beginning with a # sign.
•
Deleted fields—An Address Book may have had certain fields deleted over time. These
deleted fields are not displayed in the Schema; they must be ignored in the text file.
Related Topics
•
Load External Data into the Address Book
•
Creating the Data File
Dynamic Address Book Link for LDAP
The FootPrints Dynamic Address Book Link feature retrieves contact data dynamically from any
LDAP-compliant contact database for the Address Book. The Lightweight Directory Access
Protocol (LDAP) is the standard Internet directory protocol. Examples of an LDAP-compliant
database include Microsoft Exchange 5.x/2000, Sun ONE Directory Server, and Novell Directory
Services. If this option is used, FootPrints dynamically accesses the outside database for contact
information in the Address Book.
NOTE
This feature is an optional add-on module and must be activated on your FootPrints server for the
option to appear. Please contact your Numara Software salesperson or reseller if you would like
to purchase this option.
98
FootPrints Administration Manual
This section contains the following topics:
•
•
•
•
•
Selecting an LDAP Directory for the Address Book
ƒ
Creating a New Workspace
ƒ
Convert an Existing Address Book
LDAP Address Book Configuration
ƒ
Name for LDAP Address Book
ƒ
LDAP Server Name
ƒ
LDAP Server Port
ƒ
LDAP Search Base for Directory Entries
ƒ
Anonymous Binding or Using Distinguished Name and Password
LDAP Address Book Field Mapping
ƒ
Available LDAP/Exchange Attributes
ƒ
FootPrints Field Names to Map to LDAP/Exchange
LDAP Field Setup
ƒ
LDAP Attributes
ƒ
Displayed Name and Field Type
ƒ
FootPrints Fields
ƒ
Customer Primary Key Select
ƒ
Organizational Unit
Using an LDAP Address Book
ƒ
Limitations
NOTE
Throughout this section, the names “LDAP Address Book” and “LDAP Directory” are used to refer
to any LDAP-compliant contact database, including Microsoft Exchange.
Selecting an LDAP Directory for the Address Book
There are two ways to select an LDAP Directory for an Address Book:
•
Create a new Workspace
•
Convert an existing Address Book
These two options are discussed below.
Create a New Workspace
New workspaces are created by selecting to the Administration | System | Workspaces link on
the FootPrints Toolbar. Only the System Administrator has access to this option.
The instructions below refer specifically to linking to an LDAP Address Book when creating a new
workspace. For complete instructions on creating Workspaces, please refer to the section on
Workspaces in the chapter on System Administration.
There are three options for creating a new workspace:
•
Use the Wizard to create my workspace—The System Administrator has the option to
create a new FootPrints Address Book, Link to an existing Address Book, or link to an
LDAP Address Book.
99
FootPrints Administration Manual
•
Create the workspace on my own—The System Administrator has the option to create a
new FootPrints Address Book, link to an existing Address Book, or link to an LDAP
Address Book.
•
Use an existing workspace configuration—Only the existing Address Book for the
originating the workspace or a new FootPrints Address Book is allowed. If the Address
Book for the originating workspace is an LDAP one, the new workspace links to the
same LDAP database using the same fields.
In options 1 and 2, select link to an LDAP Address Book and the next page displayed (after the
other workspace options are selected) is the LDAP Configuration page. In option 3, to link to an
LDAP Address Book, the options are: a. select FootPrints Address Book and then convert the
Address Book later (see below) or b. convert the Address Book associated with the originating
workspace to an LDAP Address Book (also see below).
Convert an Existing Address Book
An existing FootPrints Address Book can be converted to an LDAP Address Book at any time. This
is done from the Address Book Administration Edit Options page under Change to LDAP/Active
Directory Address Book. Click the radio button for Change to LDAP, enter your password, and
click “GO”. The LDAP Configuration page is displayed.
When converting from a FootPrints Address Book to an LDAP Address Book, the references
between Issues and address contacts may be affected. Contacts are linked to Issues based on the
primary key in the Address Book. In order to ease the transition, you can map existing Address
Book fields to LDAP field attributes. Although not all fields map directly to the LDAP attributes, for
those that do map directly, you can search the Address Book for a particular contact and any
existing Issues with contact data that matches the primary key in the new LDAP Address Book are
associated with that contact.
Dynamic Address Book Link (LDAP) Address Book Configuration
For FootPrints to access an outside contact database (e.g., Active Directory, Lotus Domino Server,
etc.) for user contact information, the information described below must be entered. Please
consult with your System Administrator if you need to gather some of this information. If the
LDAP Address Book has been converted from a FootPrints Address Book, it may be converted
back by checking a checkbox that appears at the top of the page.
Name for Address Book
This is an arbitrary name used to identify the Address Book in FootPrints, e.g., Widget Company
Users. The field in the wizard is pre-filled with the name entered during installation, but it can be
changed here. The name of the Address Book is visible to users in the Address Book.
LDAP Server Name
Enter the full domain name of the machine hosting the contact database server.
LDAP Server Port
This is the port that FootPrints uses to communicate with the LDAP contact database to retrieve
user contact information. In most cases, the default value of 389 should be used. However, when
a machine has more than one directory, a different port number may be used. Often when port
389 has already been used, administrators set port 390 as the LDAP port. An additional option for
users beside the standard LDAP port (389) is the Global Catalog port for Active Directory (3268).
This enables LDAP to access additional users from trusted domains using a set of common LDAP
attributes. The typical scenario in which this would be used is when a large organization has a
number of offices that each maintains an Active Directory for its local users. Using the standard
port, you might be able to retrieve only a local office's users. Using the Global Catalog port, you
can often retrieve everyone, assuming the search base is set correctly.
100
FootPrints Administration Manual
LDAP Search Base for Directory Entries
LDAP (including Active Directory) stores its data in a tree structure. To enable FootPrints to
retrieve user information, a search base specifying where to search in the tree, and in what order,
must be specified here. The search base is formed by adding names of the root and each
subsequent branch of the tree until you reach the point where a search should commence. The
search base should be the branch of the tree closest to the data being searched. In most
instances, all data being sought are in one branch of the LDAP tree. For instance, if the root of the
LDAP Directory tree is dc=server, dc=com and the next branch to be taken is ou=Users, which
contains all the directory information, the search base would be: ou=Users, dc=server, dc=com
If users exist in multiple search bases, place each on a separate line. They will be searched in order
for authentication from top to bottom.
The form of the search base is different for various LDAP servers. Please speak to your LDAP
administrator, refer to the product documentation for that server or contact Numara Software
support for help.
NOTE
Spacing, punctuation, and capitalization must be exact for a search base to work correctly. For
instance, if one of the values in your search base has spaces and/or punctuation (e.g., o=My
Company, Inc.), you must place the value in quotation marks (i.e., o="My Company, Inc.") and
make sure that the spacing, punctuation, and capitalization are correct.
Last Name of Any Person Known to be in the Directory
Enter the last name (surname) of a contact in the LDAP directory. This is the name that FootPrints
uses to test the connection to your LDAP server. The name should contain values for all the LDAP
attributes (fields) you plan to use.
Distinguished Name (Optional)
Some LDAP servers allow an anonymous login. In these cases, a distinguished name and
password are needed; however, if your server requires an authenticated bind of a user to access
the directory, you should enter the distinguished name and password of the Administrator user
here. Specifying the distinguished name and password can also improve performance in
searching and retrieving data from the LDAP server.
The distinguished name of the binding user can be obtained from the LDAP Administrator or can
be found using the techniques discussed above for the LDAP Search Base. The distinguished
name to use for binding is generally cn=userid (where userid is the ID for the account used for
binding) followed by a comma and then the search base. For example, if the User ID is
Administrator:
•
For Active Directory:
If the search base is: cn=Recipients,ou=organization,o=company
Then the distinguished name will be:
cn=Administrator,cn=Recipients,ou=organization,o=company
Active Directory also provides some alternatives in lieu of a distinguished name. For
example, if you know the domain and userid of a user, you could place in the
distinguished name field: DOMAIN\userid
An additional alternative for Active Directory is to use the userprincipalname of a user,
which is typically of the form: userid@domain.com
•
For Exchange 2000:
If the search base is: cn=Users, DC=NTdomain,DC=internetName,DC=com
Then the distinguished name will be: cn=Administrator,cn=Users,
DC=NTdomain,DC=internetName,DC=com
101
FootPrints Administration Manual
Be sure to leave all information of the user in the distinguished name. Do not omit such
information as a CN or UID as you would with a search base. Leave blank if binding
anonymously.
NOTE
Active Directory normally does not support anonymous binding. If you have Active Directory, you
may need to fill in the distinguished name and password.
Password (Optional)
Place the password of the binding user here. This is the password of the Administrator specified in
the distinguished name above. Leave blank if binding anonymously.
GO. FootPrints attempts to connect to your
After all of the information is entered, click
LDAP/Active Directory server and search for the contact specified above using the search base
and other information entered. If you are creating a new Address Book, if the connection is
successful then the configuration is complete. If you are converting an existing Address Book to
LDAP and the connection is successful, the Address Book Field Mapping page is displayed. If
FootPrints is not able to connect to your LDAP server, an error is displayed or the browser times
out. You can contact your LDAP administrator or Numara Software Support is you need
assistance.
LDAP Address Book Field Mapping
The LDAP Address Book Field Mapping screen appears after LDAP Address Book Configuration is
complete only if an existing Address Book is being converted. New Address Books do not require
this step. This screen is also displayed if the LDAP configuration for an Address Book is altered.
When an LDAP Address Book configuration has been changed, the administrator can minimize
the disruption to the database caused by the change. When creating new Issues, contact
information is stored according to the Address Book fields selected. Were these fields to change,
part of the contact information would be lost. By mapping the new LDAP Address Book fields to
previously existing Address Book fields, disruption is minimized.
Available LDAP Attributes
A list of available LDAP Attributes is in the left column at the bottom of the page. These are
attributes found on the LDAP server based upon the search base provided in your LDAP
configuration. Each of these attributes is available to match to the current schema, as described
below.
FootPrints Field Names to Map to LDAP
The second column at the bottom of the page contains a table, which contains two columns. The
first column is a list of all fields in the current schema. The second column contains a drop-down
select box for each of those fields. This select box allows the administrator to delete the field or to
map the field to any of the LDAP attributes which were listed as available for use. Although some
LDAP attributes are obvious in how they relate to the FootPrints fields, others are not. The LDAP
administrator should assist in mapping LDAP attributes to FootPrints fields.
It is important that a proper mapping is made so that the contact information previously entered
in the ticket entries matches the Address Book and you are required to delete or map every field.
Once all selections have been made and the
the LDAP Field Setup page.
102
GO button is pressed, the Administrator enters
FootPrints Administration Manual
LDAP Field Setup
System or Workspace Administrators can get to the LDAP Field Setup page in one of two ways:
•
Following the Field Mapping page after a change in LDAP configuration.
•
Selecting Administration | Address Book | Field Maintenance from the FootPrints
Toolbar.
The sections on the LDAP Field Setup page should be filled in as described below.
Fields on this page are set and edited in the same fashion as the fields in the Workspace Field
Maintenance page, with the exception of the LDAP Attributes field. Refer to the Adding Fields
topic in the Workspace Field Maintenance section of this document for details.
LDAP Attributes
A list of available LDAP Attributes is provided in a drop-down field. These attributes, found on the
LDAP server, are based on the search base provided in your LDAP configuration. You cannot use
the same attribute for more than one field. The LDAP “manager” field is available only if the
address book field type is “Supervisor.”
Using an LDAP Address Book
Once the LDAP Address Book is fully configured, the contact data in the Address Book is
automatically pulled from the LDAP directory. The LDAP Address Book looks virtually the same as
a FootPrints Address Book. LDAP Address Book data is not stored in a FootPrints Address Book
table; it is always taken directly from the LDAP directory. However, the contact data for a
particular customer, when chosen using the Select Contact button on the Create Issue or Edit
Issue pages, will be saved along with the history of the Issue.
The contact data saved in an Issue is a snapshot of the data taken from the LDAP database at the
time the Select Contact was performed. If the customer’s data changes at a later date (e.g., the
customer's phone number changes), it is not reflected in the history of the Issue. It will be
reflected the next time that contact data is accessed from the LDAP directory.
Limitations of LDAP Address Book
Using an LDAP directory, once properly configured, is no different than using a FootPrints
Address Book, with the following exceptions:
•
FootPrints permits only read access to an LDAP directory. Write access is not available in
the current release.
•
If a server limit is set on the number of contacts to be returned for an LDAP query and
one is attempting to look at any query that would return a number of results greater
than the server limit, some of the results are missing and the missing results may be
randomly dispersed throughout. This most commonly appears when browsing through
the entire Address Book. Any more specific search for a contact work correctly even if
the contact does not appear when browsing the Address Book. To correct this problem,
the number of results returned for an LDAP query can be raised on the LDAP server
(Active Directory, Sun ONE Directory Server, etc.)
•
The Address Book Homepage and the Select Contact page do not allow browsing using
A-Z links. In addition, the Address Book Homepage does not list the first fifty contacts in
the Address Book; instead, it displays the Address Book search. Because LDAP does not
support browsing of contacts, and many users have large LDAP Address Books with
various response times, the browsing options were removed from the interface to
GO. The nonprevent time-outs. To find a contact, fill in one or more fields and click
LDAP FootPrints Address Book is not affected.
103
FootPrints Administration Manual
Dynamic SQL Address Book Link
The FootPrints Dynamic SQL Address Book Link feature retrieves contact data dynamically from
supported contact databases for the Address Book via ODBC. Open DataBase Connectivity, or
ODBC, is a standard relational database access method developed by Microsoft Corporation. The
goal of ODBC is to make it possible to access any data from any application, regardless of which
database management system (DBMS) is handling the data. FootPrints harnesses this power by
providing access to existing ODBC-compliant contact data without requiring that the records be
loaded into a separate FootPrints Address Book. The supported ODBC-compliant databases
include Oracle, SQL Server, Access, MySQL, and DB2.
NOTE
If a customer process has an Access database open, Footprints may not be able to read that
Access database until the customer process closes. If you encounter this situation, check the
permissions for the folder in which the database (.mdb) file is located and make sure that the
folder is enabled for read and write permissions for everyone. When the folder is enabled with
read and write permissions for everyone, the database should be available to FootPrints and the
customer process at the same time.
FootPrints dynamically accesses the outside database for contact information in the Address
Book. This feature is an optional add-on module and must be activated on your FootPrints server
for the option to appear. Please contact your Numara Software salesperson or reseller if you
would like to purchase this option.
NOTE
This feature is part of the Dynamic SQL Database Link add-on module and must be licensed.
Please contact your salesperson for more information on obtaining a license to enable this
feature.
This section contains the following topics:
•
Selecting a data source for the Address Book
ƒ
Linking to an Existing Address Book
ƒ
Convert an Existing Address Book
•
Naming the Data Source
•
Dynamic SQL Address Book Configuration
•
ƒ
Linking to the Data Source
ƒ
Selecting the table used from the Data Source
ƒ
Data Source Table Mapping
ƒ
Address Book Field Setup
Displayed Name and Field Type
ƒ
FootPrints Fields
ƒ
Customer Primary Key Select
ƒ
Organizational Unit
Using a Dynamic SQL Address Book
ƒ
104
ƒ
Limitations
FootPrints Administration Manual
Selecting a Data Source for the Address Book
There are two ways to link to a data source for an Address Book:
•
Create a new Workspace
•
Convert an existing Address Book
These two options are discussed below.
Create a New Workspace
New workspaces are created by selecting the Administration | System | Workspaces link on the
FootPrints Toolbar. Only the System Administrator has access to this option.
The instructions below refer specifically to linking to an ODBC Address Book when creating a
new Workspace. For complete instructions on creating Workspaces, please refer to Workspaces
in the chapter on System Administration.
There are two options for creating a new workspace:
•
Create the workspace on my own—The System Administrator can create a new
FootPrints Address Book, link to an existing Address Book, or link to an ODBC Address
Book.
•
Use an existing workspace configuration—Only the existing Address Book for the
originating Workspace or a new FootPrints Address Book is allowed. If the Address Book
for the originating workspace is in ODBC format, the new workspace links to the same
ODBC database using the same fields.
In option 1 select the Create a Dynamic SQL Address Book Link and the next page that is
displayed (after the other Workspace options are selected) is the ODBC Configuration page. In
option 2, if you would like to link to an ODBC Address Book, the options are: a. select FootPrints
Address Book and then convert the Address Book later (see below), or b. convert the Address
Book associated with the originating workspace to an ODBC Address Book (also see below).
Converting an Existing Address Book
An existing FootPrints Address Book can be converted to a Dynamic SQL Address Book at any
time. This is done from the Address Book Administration Address Book Type page. Under Select
Address Book Type, click the radio button for Dynamic SQL Address Book Link (SQL Server,
GO. The Configure Address Book
Oracle, MySQL or Access), enter your password, and click
Connection to Dynamic SQL Address Book (Step 1) page is displayed. For more information
about configuring the Address Book, please review Setting up a Relational Database.
When converting from a FootPrints Address Book to a Dynamic SQL Address Book, the references
between Issues and Address contacts may be affected. Contacts are linked to Issues based on the
primary key in the Address Book. In order to ease the transition, you can map existing Address
Book fields to ODBC field attributes. Although not all fields map directly to the ODBC attributes,
for those that do map directly you may still search the Address Book for a particular contact and
any existing Issues with contact data that matches the primary key in the new ODBC Address
Book is associated with that contact.
105
FootPrints Administration Manual
Naming the Data Source
Data sources must be named before FootPrints can link to them. On Windows, ODBC data
sources are configured by selecting Data Sources from the Windows Administrative Tools, which
opens the ODBC Data Source Administrator. Your System Administrator can help you with this
task if necessary. You must have the proper ODBC drivers installed on your system. FootPrints
currently supports Access, SQL Server, MySQL, and Oracle.
1.
Select System DSN, which allows the data source to be visible to all the system users,
including FootPrints.
2.
Select Add. A list of available drivers pops up.
3.
Select the driver that corresponds to the correct data source.
4.
Select Finish.
5.
In the next pop-up, enter a descriptive name under Data Source Name.
6.
Depending on the type of data source you selected, select the location of the database.
7.
Configure any necessary security options, including specifying the name and password that
FootPrints will use to access the data source.
Special Notes for Access Users
1.
Open Access.
2.
Select Tools/Options. The View tab should be in the front.
3.
Near the top under the section called Show, check the System objects checkbox.
4.
Open the database file using Access.
5.
Select Tools/Security/User and Group Permissions. Make sure that the user with which you
log into the database is highlighted (by default this is Admin).
6.
Highlight the MSysObjects database located on the right side (if you don't see it, you
probably didn't do Step 1 correctly)
7.
Check the box for Read Data. Read Design is checked automatically as well.
8.
Press the Apply button. The setup should work correctly.
NOTE
FootPrints supports linking to table queries for Access and table views for other databases that
have this feature. Your database administrator can help you determine how your external
databases are configured.
Dynamic SQL Address Book Configuration
For FootPrints to access an external database for the Address Book, information about the
external data source must be entered. If you don't have this information, check with your
Database or System Administrator. This section describes how to configure the link to the
external data source. To access the configuration wizard, select Administration | Address Book |
Configure Dynamic SQL Address Book.
Topics included in this section are:
106
•
Linking to the data source
•
Selecting the table that will be used from the data source
•
Mapping fields from the data source to FootPrints
•
Adding additional fields from the table to FootPrints
FootPrints Administration Manual
Linking to the Data Source (Windows version)
Step 1 of Address Book Configuration is as follows:
•
Name for Address Book—This is an arbitrary name used to identify the Address Book in
FootPrints, e.g., Widget Company Users. The field in the wizard is pre-filled with the
name entered during installation, but it can be changed here. The name of the Address
Book is visible to users in the Address Book.
•
Data Source Name—From the drop-down list of databases available to you, select the
one you want your FootPrints Workspace to use as the Address Book. If you don't see
the one you need, you may need to name the data source.
•
Database Type—The database types currently supported for FootPrints running on
Windows include SQL Server, Access, MySQL, and Oracle. Based on the Data Source
Name you selected, FootPrints places a default value in this field based on data drivers
associated with the data source.
•
Server User—This is the name of the database login ID for the data source. If you do not
have this information, check with your System or Database Administrator. If you
configured the data source name, use the server user ID that you specified.
•
Server Password—This is the password of the server user. If you configured the data
source name, use the server user password that you specified. Your Database
Administrator should have this information.
When you have finished with Step 1, click
Next.
Linking to the Data Source (UNIX version)
Step 1 of Address Book Configuration is as follows:
•
Name for Address Book—This is an arbitrary name used to identify the Address Book in
FootPrints, e.g., Widget Company Users. The field in the wizard is pre-filled with the
name entered during installation, but it can be changed here. The name of the Address
Book is visible to users in the Address Book.
•
Hosting Server—From the drop-down list of databases available to you, select the one
you want your FootPrints Workspace to use as the Address Book. You can only connect
to the same database type that FootPrints is using
•
Oracle SID or MySQL Database—The database types currently supported for FootPrints
running on Windows include SQL Server, Access, MySQL, and Oracle. Based on the
Hosting Server you selected, FootPrints places a default value in this field based on data
drivers associated with the data source.
•
Server User—This is the name of the database login ID for the data source. If you do not
have this information, check with your System or Database Administrator. If you
configured the data source name, use the server user ID that you specified.
•
Server Password—This is the password of the server user. If you configured the data
source name, use the server user password that you specified. Your Database
Administrator should have this information.
When you have finished with Step 1, click
Next.
Selecting the Table That Will Be Used from the Data Source
In Step 2 of Address Book Configuration, you define the table in the data source that you use for
the Address Book.
•
Select a Table—Click on the drop-down list of tables for the data source and select the
table that contains the data you want to use in your workspace.
When you have finished with Step 2, click
Next.
107
FootPrints Administration Manual
Mapping Fields from the Data Source to FootPrints
In Step 3, you associate fields in your external data source with the fields that are displayed in the
Contact Information section of your Issue. For example, to map Last Name, First Name, and User
ID to fields in your external data source, you must:
•
Last Name—Select the field from the drop-down list of fields in the external data source
that corresponds to the Last Name in the Address Book.
•
First Name—Select the field from the drop-down list of fields in the external data source
that corresponds to the First Name in the Address Book.
•
User ID—Select the field from the drop-down list of fields in the external data source that
corresponds to the User ID in the Address Book.
Continue mapping fields from the external data source to FootPrints contact information. When
you have finished click Next.
NOTE
Your list of fields will vary depending upon your Workspace. For example, depending on what
your Workspace is tracking, you might be mapping employee information or facilities information.
Adding Additional Fields from the Table to FootPrints
In Step 4, the last step in the configuration process, you can add additional fields to the Address
Book that are available in the external data source table. The final page for configuring the
additional fields is identical to the page you use to add new fields to a FootPrints Address Book or
a FootPrints Workspace, with the addition of the External Database Field drop-down list.
To configure additional fields for the Address Book:
1.
Click on the drop-down list of fields in External Database Field.
2.
In the Name field, enter the name that FootPrints uses for this information. You can use the
same name used in the external data source.
3.
Define the Permissions for FootPrints users.
4.
Click
5.
Continue adding fields until you have all the fields from the external data source that you
want to include in the Address Book.
6.
Select a Primary Key from the field list to be used to find issues related to the specified
contact.
Create Field. The field is added to the Field List.
NOTE FOR ACCESS USERS
If any records in the external database are missing data in the Primary Key field you select,
FootPrints cannot find that record. This is a specific characteristic of Access.
7.
If required, select a field to be used as the Organizational Unit. This is useful for reporting
and searching.
8.
When you have finished, click
Finish.
Using a SQL Address Book
Once the Dynamic SQL Address Book is fully configured, the contact data in the Address Book is
automatically pulled from the external directory. The SQL Address Book looks the same as a
FootPrints Address Book. The SQL Address Book data is not stored in a FootPrints Address Book
table; it is always taken directly from the external directory. However, the contact data for a
particular customer, when chosen using the Select Contact button on the Create Issue or Edit
Issue pages, is saved along with the history of the Issue.
108
FootPrints Administration Manual
NOTE FOR ACCESS USERS
If any records in the external database are missing data in the Primary Key field you select,
FootPrints cannot find that record. This is a specific characteristic of Access.
The contact data saved in an Issue is a snapshot of the data taken from the SQL database at the
time the Select Contact was performed. If the customer’s data changes at a later date (for
example, the customer's phone number changes), it is not reflected in the history of the Issue. It is
reflected the next time the customer's contact data is accessed from the SQL directory.
Limitations of SQL Address Book
Using a SQL directory, once properly configured, is no different than using a FootPrints Address
Book, with the following exceptions:
•
FootPrints permits only read access to an external directory. Write access is not available
in the current release.
•
If a server limit is set on the number of contacts to be returned for a SQL query and if you
are attempting to look at any query that would return a number of results greater than
the server limit, some of the results are missing and the missing results may be randomly
dispersed throughout. This most commonly appears when browsing through the entire
Address Book. A more specific search for a contact works correctly even if that contact
does not appear when browsing the Address Book. To correct this problem, the number
of results returned for a SQL query can be raised on the external server (Exchange, Sun
ONE Directory Server, etc.)
109
FootPrints Administration Manual
110
FootPrints Administration Manual
Chapter 8: Perform Global
Administration
Configure System-wide Settings
General system preferences can be configured on this page. To access this page, select
Administration | System | Appearance | System Preferences from the FootPrints Toolbar.
The directory on the server where FootPrints is located on your system is displayed at the top of
the screen.
The following options are also available:
•
Define the SMTP server (originally defined during installation)—This is the email server to
which email notifications are sent.
•
FootPrints Base URL—This is the URL for the FootPrints server. Change this if the server
address of the FootPrints server changes or if FootPrints is installed to an SSL-enabled
server (e.g., https).
•
Choose the name for FootPrints records, e.g., Issue, Entry, Ticket, etc.
•
Choose the name for Address Book records. We recommend keeping this as the default
(Contact).
•
Select the default font for FootPrints.
•
Maximum Incoming Body Size—Define the largest body size in bytes for any incoming
email.
•
Search Frame Logo—By default, the FootPrints logo is displayed in the top left corner of
every FootPrints page. This can be changed here to your company logo. The image
must be no larger than 180x68 pixels. In addition, by default the logo is a clickable link
that connects to the Numara Software web site (www.numarasoftware.com). You can
change the destination of this link to your own web site or disable the link altogether.
Logos can also be defined per workspace on the Workspace Options screen.
•
Login Screen Logo—This image can also be customized. It can be any size.
•
Currency Symbol—Change the default currency symbol displayed in Time Tracking
reports. Any symbol can be entered and you can select to display the symbol before or
after the currency amount.
•
Multi-line text field size—Optionally change the default height and width of multi-line text
field input boxes throughout FootPrints, including the Description field, and custom
111
FootPrints Administration Manual
multi-line text fields. These fields can also be individually defined by the Workspace
Administrator.
•
System administrator to refer users to when error messages are displayed—Select an
administrator for users to contact when they encounter an error.
When you are finished making changes, click
GO to submit the changes.
Configure Multiple Language Support
FootPrints provides a number of system language options. You can create your own language
directory and translate FootPrints into your language of choice for localization. No programming
is required; only plain text files need to be translated. In addition, you can use this feature to
change only some of the embedded text in the FootPrints pages without translating the whole
program. For example, it can be used to change the title of the built-in field Description to Notes
in every page in which that field appears. For complete information on multiple language
support, refer to the Numara FootPrints Reference Manual.
Change the Display Colors for FootPrints
You can change the background colors, table colors, and some text colors in FootPrints from this
page. The Color Editor lets you select the colors for eight different areas within FootPrints,
including:
•
Body Background—Background color of FootPrints (defaults to off-white).
•
Table—All tables throughout FootPrints (defaults to light green).
•
Highlighted Text—Any highlighted text throughout FootPrints (defaults to red).
•
Page Header Text—All header and title text (defaults to dark blue).
•
Dialog Heading—Heading bars of most FootPrints pages.
•
Dialog Heading Text—All header text that appears in the dialog heading bars (defaults to
light blue).
•
Home page List 1—One of two alternating colors for the Homepage list of Issues
(defaults to light blue).
•
Home page List 2—One of two alternating colors for the Homepage list of Issues
(defaults to light green).
•
Home page Text 1—One of two text colors use throughout FootPrints pages, including
the Toolbar text (defaults to dark blue).
•
Home page Text 2—The other of two text colors use throughout FootPrints pages,
including the Toolbar text (defaults to dark green).
NOTE
To get maximum value from the Color Editor, make sure your browser can display all of the colors
at your disposal. To change your color palette, go to Start | Settings | Control Panel, choose
Display and go to Settings to make sure your monitor can display more than 256 colors (Windows
only).
112
FootPrints Administration Manual
To change colors:
1.
Select one of the ten choices listed above.
2.
Either:
•
Select a color in the Color Palette or
•
Type the hex value of a color (in hex code format, i.e., 000000-FFFFFF) in the Hex color
Apply.
value field, then click
A box is displayed below the Color Palette showing the old and new colors.
3.
Finalize Change button
You can adjust the color choice at any time before you click the
to implement the color change. You can continue to change other colors on this page
4.
When you are satisfied with all of your changes, click
5.
To restore all colors to their default values, click the
Finalize Changes to apply them.
Restore button.
To insure proper functionality, you may have to clear out your browser’s cache, refresh the
screen, and/or close and re-open the browser to see all of the new colors correctly.
Choose the Date and Time Formats
This option determines how dates are represented throughout FootPrints. Users can also set a
personal preference for dates. This affects all projects and can be changed at any time. It does
not affect the internal format FootPrints uses to store dates, only how dates are displayed.The
options are:
•
American—MM/DD/YYYY
•
European—DD/MM/YYYY
•
ISO—YYYY/MM/DD
Times can be represented in 12 hour and 24 hour format. This will affect the display and entry of
times in custom date time fields. This setting will also affect all workspaces.
To specify the date and Time formats:
1.
Select Administration | System from the FootPrints toolbar, then select Date and Time
Formats from the Appearance section of the administration page.
2.
Select the date format by clicking a radio button for the desired format.
3.
Select a time format by clicking a radio button for the desired format.
4.
Enter your password and click SAVE.
Rename FootPrints Fields
FootPrints comes with a number of built-in fields and options that, while they can be customized,
cannot be removed. The fields can be customized in that the labels for these fields can be
changed for display throughout the system or Workspace. When a change is made to a field
label, it is displayed dynamically in all FootPrints forms, including Create Issue, Edit Issue,
Advanced Search, and Advanced Reports. Customizable internal fields include:
•
Title
•
Status
113
FootPrints Administration Manual
•
Priority
•
Description—The Description field can also have its size (the number of rows and
columns) customized.
•
Assignee
•
Request
Along with changing the names of FootPrints fields, the default names of the following built-in
statuses can also be changed from the System Administration option:
•
Open
•
Closed
NOTE
Open and Closed can be changed per Workspace on the Status Administration page.
Change FootPrints Fields for a Workspace
1.
Select Administration | Workspace | Fields | FootPrints Fields from the FootPrints Toolbar.
2.
Enter new names for one or more fields. Include both the both the singular and plural
names for each field changed.
3.
Once completed, enter your password to save and click
GO.
Change FootPrints Fields System-Wide
1.
Select Administration | System | Appearance | FootPrints Fields from the FootPrints
Toolbar.
2.
Enter new names for one or more fields. Include both the both the singular and plural
names for each field changed.
3.
Once completed, enter your password to save and click
GO.
NOTE
These settings are system-wide; however, workspace settings override system settings.
Create an Archive Workspace to Save Old Data
NOTE
If you have the FootPrints Base Starter Pack and not the Extended Starter Pack, an archive
workspace counts as one of the three workspaces to which you are limited. With the Extended
Starter Pack, you can create an unlimited number of workspaces. Contact your Numara Software
sales representative if you are interested in obtaining the Extended Starter Pack.
Selected issues can be completely removed from a FootPrints Workspace using the Database
Maintenance feature. Specifically, issues that have been changed to the Deleted status are good
candidates for archiving since Issues that have spent significant time as Deleted are no longer
needed on a regular basis, but can be stored for reference information. These issues can be
stored as read-only in a separate archive Workspace, which is useful for cleaning up the database
by removing obsolete issues from a Workspace. Fewer issues in a Workspace leads to faster
searching and reporting times, speeding up database access times.
114
FootPrints Administration Manual
IMPORTANT
Make a backup of your FootPrints database before performing any purge function.
NOTE
This feature is not available in the FootPrints database versions. To get the benefit of this feature,
you must upgrade to one of the SQL/ODBC-based versions for Windows (MS SQL Server, Access,
etc.) or DBD/DBI-database versions for UNIX/Linux (Oracle, MySQL, Postgres, etc.)
NOTE
Enabling archiving uses one workspace, and counts towards the limitation of three workspaces
for Numara Software customers who own the Base Starter Pack. Please contact your salesperson
for details on obtaining the Extended Starter Pack.
The archive function removes issues that meet specified search criteria in the source Workspace,
copies those issues to the archive Workspace that you specify, and then removes those issues
from the Workspace's issue table.
GO button in the Database
1.
Select Administration | System | Workspaces, then click the
Maintenance section.
2.
Select the Archive option as the Action to Take.
3.
The Status and Date Criteria of Applicable Issues section allows you to define the selection
criteria for Purge. This can be based on either the Issue’s current status, the date it was last
edited/created, or a combination of both.
•
By default, only the Deletedstatus is highlighted.
•
Highlight additional statuses as needed.
•
Choose issues based on one specific date that they were created or last edited or choose
all issues before or after a particular date.
•
Choose AND to select issues that must meet both the status and date criteria
•
Choose OR to select issues that meet either the status or the date criteria.
TIP
Set up an escalation rule that automatically changes the status of closed issues to Deleted for
issues that are a certain age. Then you can skip this step and just use the default highlighted
status of Deleted.
4.
Type in your password and click
5.
Matching Issues For Purge—All issues that meet the Purge search criteria are listed here and
highlighted. Review the list to ensure you are purging issues that meet your intended
criteria. You can deselect issues by holding the CTRL key and left clicking the issue with
your mouse. Only highlighted issues are purged.
6.
SQL Query—FootPrints displays the query that was used to retrieve the issues that have met
the archive search criteria for your review.
7.
Archive Location—Each “source” Workspace has a designated “destination” archive
workspace. The first time you archive Issues, you must provide a name for the archive
Workspace.
•
GO.
Name of new archive workspace—The first time you archive Issues from a given
Workspace, you must set up some archive Workspace information. Give your archive
Workspace a name. It is suggested that you use a name that is similar to the original
Workspace for your archive Workspace, but not too similar. If your Workspace’s name is
Helpdesk try using Archived Helpdesk instead of Helpdesk (Archive). This tells you which
Workspace is archived, but does not confuse people by starting with the same name.
115
FootPrints Administration Manual
•
Name of new workspace’s address book—You can choose to create a new Address Book
for the archiveWorkspace or link to the existing one. You must provide a Workspace
name if you are creating a new one. If linking to an existing Workspace, check the Link
to current workspace's address book instead box if you do not want to create and
archive the Address Book. We suggest you link to the original.
•
All subsequent archive attempts from the same Workspace present an option to use the
same archiveWorkspace or create a new one. Your business needs determine whether
you want one or multiple archive Workspaces for a single source Workspace. If you are
reporting on data by year, you might consider creating separate archive Workspaces for
each year, especially if you have many issues to archive that you use for reporting.
8.
9.
Scheduled Run-Time—Archive jobs can be run immediately or at a time when server activity
is light (if you have a large job with many issues to archive).
•
Start Immediately—Run immediately. Immediately means the archive begins the next
time the FootPrints scheduled service runs, which could be up to one minute from the
time you enter your password and click GO.
•
Start at the following data and time—Enter the date and time you want to run the job.
Since the entire process could take a long time to finish, depending on the number of
records selected, you may want to schedule large jobs when there is little server activity
to avoid server overload, e.g., on weekends or late at night.
Scheduled Jobs Pending In Current Workspace—This section lists those jobs scheduled to
run in the future, as configured in the previous step.
10. Type in your password and click GO. After clicking the GO button, click OK when asked to
confirm that you want to complete the purge. After clicking OK, FootPrints schedules the
purge to run as a background process based on the time set up in the Scheduled Run-Time
step. This include jobs scheduled to run immediately.
11. When the purge runs, FootPrints generates a dump (.dmp) file for any Issues removed so
that they can be easily restored. FootPrints saves this file in the Workspace’s directory on
the server. For example, Workspace #1’s recovery files are stored in the
footprints\db\MASTER1\MR\DumpsFromPurgesdirectory.
116
FootPrints Administration Manual
Chapter 9: Perform High-level Project
Administration
Project Administrators can set options on a per project basis. You can create custom project fields,
add users to a project, etc. The Project Setup Wizard configures most of the quick start features.
Additional customizations can be made, and FootPrints can be further refined by selecting
Administration | Project from the FootPrints Toolbar. This section lists some of the options you
might want to configure soon after installation. These options are:
•
Configure project appearance
•
Define the Priority field
•
Enable and define time-tracking
•
Validate email addresses
•
Configure add–on modules :
•
Configure miscellaneous project options
Configure Workspace Options
Workspace options encompass specifying things like the workspace name, the order in which the
issue, contact, and other sections are displayed, the number of columns that are displayed on the
Create Issue and Edit Issue pages, and other, basic workspace functions affecting appearance and
layout.
To configure the Project options, select Administration | Project, and then select the Workspace
Options link from the General section of the workspace administration page. The Workspace
Options page is displayed. The following sections discuss some of the basic options you can
change from the Workspace Options page. Refer to the Numara FootPrints Reference Manual for
a complete description of all of the options on this page.
117
FootPrints Administration Manual
General Tab
Workspace Name
This feature allows you to change the current workspace’s name (rename workspace), which was
given when the workspace was first created. To change the name, erase it and replace it with the
new name. This does not affect the workspace’s data or database directory.
FootPrints Terminology
The name for records in the current workspace can be changed here. For example, in a Help Desk
workspace, a record might be called "Case", while in a Software Development workspace, a
record might be called "Change Request". Both the singular and plural forms can be specified.
The name chosen here is reflected throughout the workspace. The default name for records is the
system-wide preference.
HTML Description Editor
The standard Description input area can be replaced by a WYSIWYG editor that allows the
Description to contain HTML formatting, allowing you to make text bold or use different fonts and
colors. Internet Explorer v5.5 or greater is required for this feature to work. This feature defaults
to enabled, and individual agents can disable it or enable it in their preferences. If you would like
to disable it for all users in the workspace (i.e., make this feature unavailable to users), uncheck
this option.
Validation of Email Address Fields
If enabled, the values given to email address fields are required to contain the '.' and '@'
characters. Email fields that are the primary key for the address book are not validated by this
option. In order to apply this to the primary key, set values for the Customer Email Address Format
from the Customer Options administration page. To set those values, select Administration |
Workspace | Customer Options, then scroll to the Primary Key Options section of the page.
Disable Address Book
If this workspace does not require it, the Address Book feature can be disabled, simplifying many
FootPrints forms for the members of this workspace. If the Address Book is disabled, the Address
Book link is removed from the FootPrints Toolbar and Address Book fields no longer appear in
any FootPrints forms, including the Create Issue page, Edit Issue page, and Search page.
Disabling the Address Book also affects Customers. FootPrints cannot link Customer Requests to
Customer Address Book contact information if the Address Book is disabled.
NOTE
If there is at least one Customer account for this workspace and you want Customer Requests
linked to their Address Book contact information, the Address Book must be enabled.
Global Issues
The use of Global Issues may be enabled on a workspace-by-workspace basis. Change your
preference to enable or disable the use of Global Issues for this workspace. For more information,
refer to Global Issues in the Nuamra FootPrints Reference Manual.
118
FootPrints Administration Manual
Workspace Logo
Each workspace can have be customized with any image in the top left-hand corner. Browse for
the image on your local machine or network. The image's size should not be larger than 180x68
pixels. In addition, the logo image can, optionally, be set as a hyperlink to a URL of your
specification. The default image is the system-wide preference. Finally, you can specify text that
will appear as a pop-up when the cursor is moved over the logo image in the field labeled If yes,
alt text is.
Display Total Number of Matching Issues on Homepage and Searches
When enabled, the total number of matches to a search or Homepage is displayed, e.g., Matches
1 - 20 displayed of 150 total matching Issues. To speed up searches in a large workspace, it can be
disabled to not include the total number, e.g., Matches 1 - 20 displayed.
Splash Screen
An optional splash screen can be displayed when users first log into FootPrints. This page can be
customized (in HTML) to contain workspace information, updates, important messages, etc. One
page can be created just for internal users and, simultaneously, a different page can be displayed
for Customers.
To add a splash page:
1.
Enter plain text or HTML into the box provided on the General Tab. To make this easier,
you can create an HTML page in an HTML editor, copy the HTML, and then paste it into this
box.
2.
Choose Agent User to display the page to internal users or Customer to display the page to
Customers.
3.
Check Splash Screen to have the page displayed in a separate window when users log into
FootPrints.
4.
Check Linked on Home page to have a link on the Workspace Homepage to the splash
page (the Workspace name in the upper right corner of the home page becomes a link to
the page).
5.
If you select Linked on Homepage, you have the option to choose an icon to display next to
the Workspace name on the home page (this icon links to the splash page).
6.
Enter your password and click
GO.
Issue Page Tab
Number of Columns on Create and Edit Page
The Create Entry and Edit Entry pages display workspace and address book fields in columns to
save space. Choosing more columns reduces the amount of scrolling you need to do on these
pages. Choosing fewer columns better accommodates large field names and small screen
resolutions. Choices are 1, 2 or 3 columns. This option also determines the number of columns
displayed on the Details page.
119
FootPrints Administration Manual
Order Sections
This option allows the Workspace Administrator to change the display order of the sections of the
Issue Details pages. The defaults are:
•
Title/Priority/Status
•
Related Issues
•
Solution Approval
•
Address Book Fields
•
Issue Information
•
Attachments
To change the display order of the sections, highlight a section name and use the up and down
arrows to reorder them. When you are finished, click GO at the bottom of the page.
NOTE
Disabled fields, such as Address Book, are included in this list. However, if they are disabled they
do not appear on the Issue Details screens.
Assignee Picker Field Width
You can specify the width of the assignee picker field in pixels. The default size is 170 pixels wide.
This option is provided because of problems similar to the problems with the Drop-down/Multiselect field width; when options in those field are too long to be displayed properly, they may be
truncated.
Drop-down/Multi-Select Width
To achieve visual flow and alignment within Issue forms, all user-defined choice fields are drawn
with the same fixed width. Sometimes, however, choices for these fields are too long to fit into the
drop-down or multi-select and are truncated. If you see this is a problem in your organization, you
can configure the width to allow each drop-down and multi-select field to be exactly as long as
necessary to accommodate its longest choice. The drawback to this configuration option is that
disabling the formatting may disrupt the formatting of the form layout.
Address Book Fields to Exclude
If the Address Book has not been disabled, you can select Address Book fields to exclude from the
Create and Edit Issue pages. Excluded fields are also excluded from the Select Contact search.
However, these fields are available from the Address Book. Excluded fields can be specified for
each workspace that uses an Address Book.
Quick Edit Tab
The Quick Edit feature provides an interface to quickly edit existing issues from the homepage
using a limited set of configured fields. This should speed up workflow. Administrators must
determine which fields are used the most often by agents and which fields are used the least and
configure the Quick Edit feature accordingly. By polling agents, an administrator may, for
example, find that the majority of agents open issues to edit the status and description fields and
frequently do very little else. Enabling this feature and configuring it to display only frequently
120
FootPrints Administration Manual
used fields means agents can more quickly conclude their business on an issue page without
having to search for the relevant fields.
Quick Edit is configured on a workspace-by-workspace basis.
Time Tracking Tab
If the Time Tracking option is enabled, the amount of time spent creating and editing an Issue can
be recorded using the time-tracking system. This data can be used to build reports and can be
useful in conjunction with agent billing rates.
Methods Available
Set the time tracking method. Options are:
•
Automatic -A clock, visible on the Issue page, automatically tracks time during Issue
creation and editing. That is, when the Issue is open during creation or editing, the clock
tracks the amount of time spent on the Issue. When an Issue is submitted, the clock
stops. The clock restarts when a new editing session is initiated. The time is appended
for each additional edit and a history is available showing the time spent during each
session. This is useful for a call center or service desk where the agents do most of their
work at their desks. The pause option (described below) is only available with automatic
time tracking. If automatic time tracking is not selected, the pause option is greyed out.
•
Manually Enter Hours & Minutes- Agents type in the amount of time spent in hours and
minutes. This is done for creation as well as for each editing session. The time is
appended for each additional edit and a history is available showing the time spent
during each session. The Require Time Tracking option (described below) is only
available when this method or the Set Start and End Times method is selected. If neither
is selected, the Require Time Tracking option is greyed out.
•
Set Start and End Times- Agents specify when work began and when work completed.
FootPrints calculates the time spent based on the information supplied by the agent.
This is done for creation as well as for each editing session. The time is appended for
each additional edit and a history is available showing the time spent during each
session.
Allow Clock to Be Paused
Specify whether a pause button is displayed in the time tracking section of the Issue. The pause
button can be used for a more accurate time tracking if, for example, an agent must stop work on
one Issue for some period of time, but keeps the session with that Issue active.
Require Time Tracking
This option is only available when the Manual or Start and End Times method of time tracking is
used. The options for this function are Optional and Mandatory. If Optional is selected, agents
have the option to fill in time spent when creating or editing Issues. If this is selected, the Agent
can enter the same start date/time and end date/time, effectively registering zero time spent on
the ticket. If Mandatory is selected, agents are required to fill in time spent each time an Issue is
created or edited. If this is selected, the agent cannot enter the same start date/time and end
date/time. Instead, the agent must enter an end date/time that comes after the start date/time.
121
FootPrints Administration Manual
Time-Tracking Comments
This option adds a comments field below the time tracking data on the Create Issue or Edit Issue
pages. The field is limited to 255 characters. Comments in the time tracking field can be viewed
through a time tracking report, a custom report, or by clicking the Time Tracking button from the
Details page of an Issue.
Start Date/Time
Select whether to always use the current date and time orto manually enter the start date and
time. By default, the date and time at which the agent enters the information is automatically
recorded by FootPrints. If the Manually enter start date & time option is selected, the agent can
manually fill in the date and time when work began. This is useful if agents often do their work
away from FootPrints and only update their Issues at a later time.
Add-on Module Options
Knowledge-Paks Online
Knowledge-Paks® OnLine, a product of RightAnswers, contain thousands of solutions to
common desktop and other IT Issues. Refer to Enabling Knowledge-Paks in the Numara
FootPrints Reference Manual for more information.
Sales/CRM Integration
Enable this feature to allow a read-only link to this FootPrints workspace from a Sales/CRM
application. The link displays the Issues for a single Contact.
You should also enter a Key Value in the Key Value field to secure the link. Otherwise, anyone
with the correct URL could view the data. The key entered here becomes part of the link that the
Sales/CRM application creates. The key can be any combination of numbers and it must be at
least 6 characters long.
Example Sales/CRM Links:
•
With key:
ƒ
•
Without key:
ƒ
122
http://cetus/MRcgi/MRentrancePage.pl?PROJECTID=1&amp;ABN=ContactDataHere
&amp;EXT_LINK=1&amp;EXT_LINK_KEY=KeyValueHere
http://cetus/MRcgi/MRentrancePage.pl?PROJECTID=1&amp;ABN=ContactDataHere
&amp;EXT_LINK=1
FootPrints Administration Manual
Toolbar Tab
The Toolbar Tab of the Workspace Options page is where you configure the buttons displayed on
the FootPrints toolbar. Some buttons are displayed by default. You can select items that are
displayed in the sub-menu for the More button of the toolbar to be displayed as individual
buttons on the toolbar. Items that are selected to be displayed on the toolbar are not removed
from the More sub-menu. In addition, sub-menus for the buttons on the toolbar are not
configured on this page. By default, the toolbar displays buttons for:
•
Home
•
New Issue
•
Reports
•
Administration (for administrators only)
•
More
To select buttons for the toolbar, from the Toolbar Tab of the Workspace Options administration
page:
1.
Click on an item in the Toolbar Options list.
2.
Click the Add button. The selected item is displayed in the Selected Options list. Repeat this
step until you have selected all the items that you want to make into buttons on the
toolbar.
3.
Enter your password and click SAVE.
To remove buttons from the toolbar, repeat the procedure above, but instead of clicking the
Toolbar Options list and then the Add button, click the Selected Options list and then click the
Remove button.
123
FootPrints Administration Manual
124
FootPrints Administration Manual
Chapter 10: Configure Fields
The fields found in FootPrints forms are highly customizable by workspace. Custom workspace
and Address Book fields are defined by the workspace Administrator. Other built-in FootPrints
fields, such as Title, Status, and Description, can be further defined as well. All fields dynamically
appear in all FootPrints forms, including Create Issue, Edit Issue, Advanced Search, and Advanced
Reports.
Before any custom workspace or Address Book fields are created, you should decide which
information you want associated with the Customer record in the Address Book and which will
be entered on a per-Issue basis. Information that would remain fairly constant for the Customer,
such as last name, first name, email address, and phone number should become Address Book
fields. Information that pertains to an individual Issue, such as problem type, call type, etc. should
become workspace fields.
The field options available are:
•
Field Maintenance—Manage workspace fields.
•
Statuses—Add/edit a custom status
•
Priorities—Set priority options
•
Dependencies—Set fields to be dependent on the values of other fields
•
FootPrints Fields—Rename FootPrints fields (Title, Status, Priority, etc.)
•
Titles—Define drop down choices for theTitle field
•
Schema—Show the workspace's schema
•
Language of Workspace Fields—Manage theLanguage of the Labels of Workspace fields.
•
Quick Descriptions—Manage Quick Descriptions.
•
InstaCalc—Configure fields for performing mathematical calculations in FootPrints Issues.
125
FootPrints Administration Manual
Workspace Field Maintenance
Workspace fields are used to track information for Issues in the current Workspace. The fields
configured here are displayed in the Issue Information section of the Create Issue and Edit Issue
pages. They are also available automatically as criteria for searches, reports, escalation rules, and
auto-assignment.
If the Workspace Setup Wizard was used to create the current Workspace, the default fields for
the template are displayed in the dialog box. If no wizard was used and this is the first time you
have visited this page, the dialog box is blank. Create, edit, delete, and re-order fields on this
page.
This page is accessed by selecting Administration | Workspace | Field Maintenance from the
FootPrints Toolbar.
NOTE
For Service Level Agreement (SLA) maintenance, an existing drop-down field is the basis for the
SLA. The original field is created on the Field Maintenance page. However, once the drop-down
has been created, additional SLA options for the drop-down are not added on the Field
Maintenance page. To add another service level, go to the SLA setup page and add the
additional option there using the Add new SLA button. This adds the new option and allows
you to configure it at the same time.
For information on field types, refer to Field Types.
Restrictions
With respect to any size limits for fields, there is very little danger of exceeding the limits of most
databases. Nevertheless, there are limits of which administrators should be aware. When the
number of fields in an individual workspace grow into the hundreds, performance may begin to
degrade or data may begin to be truncated. Administrators should at least be aware of this
possibility. There are two ways in which field proliferation could get out of hand. One is through
the use of field dependencies. The other can occur by using field-level permissions to combine
multiple workspaces into a single workspace. Both of these features are extremely valuable and
help to simplify life for the user. Administrators should not in any way avoid using these features.
They are mentioned here only because of the slim chance that they could cause a problem
through field proliferation.
Reserved Words
For a list of FootPrints Reserved Words, open the mrReservedWords.pl file in the FootPrints/cgi
directory.
126
FootPrints Administration Manual
Adding Fields
The page for adding fields to a Workspace is accessed by selecting Administration | Workspace |
Field Maintenance from the FootPrints Toolbar.
The following information describes the various options on the Field Maintenance page and the
pages that you access from the Field Maintenance page when you are adding a field.
4.
Name—Enter a name for the field. This is the name of the field in all FootPrints forms.
5.
Field Type—This defines the type of data the field accepts. Refer to Field Types for
descriptions.
6.
Permissions—The permission level chosen here determines both the access and
requirement for users for the field.
ƒ
ƒ
7.
Access—This option determines who can see the field and who can write to it.
ƒ
Internal—Only internal Agent and administrator users (including custom Agent
roles) can view and enter data in the field. The field appears in the Create Issue
and Edit Issue pages for internal users only.
ƒ
Public Read-Only—Same as internal, plus Customers can view the field data but
not write to the field. The field appears in the Create Issue and Edit Issue pages
for internal users. Customers only see the data in their Requests when it is
entered by an internal user.
ƒ
Public Read-Write—Same as Internal, plus Customers can view the field data and
enter data in the field when creating a new Request. The field appears in the
Create Issue and Edit Issue pages for internal users and in the Customer Submit
Request form.
ƒ
Public Read-Write-Edit—Same as Public Read-Write, plus Customers with edit
access can also update the field. This option is only available if the Customer Edit
license is purchased.
Required—The second drop-down determines whether the field is required.
ƒ
Optional—The user has the option to enter or not enter data in the field.
ƒ
Mandatory—The user must enter data into the field in order for the page to be
accepted if it is submitted. If a user tries to submit an Issue without data in a
mandatory field, an error message is displayed to the user, along with
instructions to go back and enter the information. Mandatory fields appear in
red on the Create Issue and Edit Issue pages for internal users and in the
Customer Submit Request form.
Field Length—This option applies to character single-line, integer, and real number fields
only. For these fields, the administrator has the option of defining a field length. If defined,
users must enter data of the specified number of characters when creating or editing an
Issue or Request. Choices for defining field length are:
ƒ
Unrestricted—No field length restriction (the default).
ƒ
Exactly—Enter a number in the first box for the exact number of characters users must
enter in the field. Leave the second input box blank.
ƒ
At least—Enter a number in the first box for the minimum number of characters field
data must contain. Leave the second input box blank.
ƒ
At most—Enter a number in the first box for the maximum number of characters field
data can contain. Leave the second input box blank.
127
FootPrints Administration Manual
ƒ
Between—Enter two numbers defining a range of the number of characters accepted
for field data.
8.
Field Size—Only applies to multi-line character fields. Define the number of rows and
column for the text box. Refer to Display of Multi-line Fields2 for additional information.
9.
Define Choices—For drop-down and multi-select field types, choices are defined in a pop-up
after adding the field (refer to Drop-down and Multi-select Fields for additional
information).
10. Default calendar link—Only applies to Date/Time fields. From the drop-down, select
whether the field will, by default, have no link to the personal or workspace calendars, be
linked to the personal calendar only, or be linked to both the personal and workspace
calendars.
11. When you have completed making your selections, click Add Field. The field is added to
the Field dialog box on the right. The field is not added to the Workspace until you enter
GO.
you password and click
To see how the issue page will look without saving the configuration or leaving the Field
Maintenance page, click the PREVIEW button. A new window is displayed showing the issue
page as you have constructed it so far. This is a preview, but the configuration is not saved until
you enter your password and click SAVE.
NOTE
Restrictions on the number of fields in the Workspace being added depend on the database
being used. Refer to Field Limit Specification in the chapter on Database Administration. The
FootPrints database only allows 100 fields per workspace. To add contact fields, refer to Address
Book Field Maintenance.
Adding a Date/Time Stamp to Internal Fields
You can add a date/time stamp to multi-line character fields. The date/ time stamp is displayed
beside the field when you edit the Issue or view the Issue on the Details page. When you create a
multi-line character field by selecting Character (Multiple Line) as the Type or edit an existing
multi-line character field, a checkbox labeled "Add timestamp to field data" is displayed. Checking
the box adds the date/time stamp.
If you use the date/time stamp option, the field acts like the Description field in that you cannot
edit existing data in the field, only add to it.
Drop-Down and Multi-Select Fields
A drop-down field offers the user a list of choices from which to select. A multi-select field allows
the user to select multiple choices from a dialog box. An unlimited number of choices can be
defined per drop-down or multi-select field. After adding one of these fields, a pop-up window
appears where the choices and options for the field are defined.
2
. Multi-line fields are displayed in the same row with other fields based on field size: Fields 69+ columns
wide remain alone in a row; fields 46-68 columns wide will occupy a row with 1 other field (2 fields total);
fields that are 45 columns or less wide are treated like other fields, and will be displayed with 2 other
fields in a row (2 fields total). To force a multi-line character field to take up a whole row regardless of
size, insert a <BR> tag in the field header for that field and/or the field after it.
128
FootPrints Administration Manual
To define choices:
1.
Add choices—Type the first choice to appear in the field under Actions and click the Add (
) button. The choice is displayed in the Choices field. Continue to add as many choices (up
to 1000) as desired.
2.
Re-order choices (optional)—To reorder the choices, highlight a choice and click the up or
down arrow to move it through the list.
3.
Resort Ascending—Automatically re-orders the values in the list alphabetically from A to Z.
Values with an integer as the first character are sorted before those beginning with a letter
in the order 0-9.
4.
Resort Descending—Automatically re-orders the values in list alphabetically from Z to A and
9-0.
5.
Reuse Choice List—Select this option to reuse the choices from another drop-down field,
either in this Workspace or another Workspace. This selection copies the choices but there
is no link between the fields.
6.
Import Choice List—If you have many choices, you may want to create a text file outside of
FootPrints (for example, in Notepad or Excel) and import them here. The file should contain
one choice on each line. For example:
Hardware
Software
Network
Printer
etc.
Browse for the file in the pop-up that appears and click Open. After you click
choices are displayed in the dialog box.
GO, the
7.
Remove—To delete a choice from the list, highlight it and click Remove.
8.
Reset—To delete all choices and start over, click Reset.
9.
Default Choice—Optionally select a default for the field. This is the choice that is preselected when a user creates a new Issue. It is only available for drop-down fields.
10. After all choices are added, click
GO. The values are saved.
The field is not added to the Workspace until you enter you password and click
Field Maintenance page.
SAVE on the
The choices can be changed later by editing the field and selecting Edit Field Choices.
Preview Issue Page
Administrators can preview the issue page when they are working on the Field Maintenance
page and can view it based on user roles. For example, if the administrator wants to see what the
page would look like for an agent, he or she can select that view or, alternatively, can view it for a
custom agent role that has read and write permissions for some statuses, but has hidden fields for
other statuses.
To view a preview of the issue page:
1.
Select Administration | Workspace, and then select the Field Maintenance link from the
Fields section of the Workspace Administration page.
2.
Click the PREVIEW button located in the lower right portion of the Field Maintenance page.
A new window is displayed showing the issue.
3.
To view the page as it would be seen by the various roles in the workspace, select a role
from the User Role drop-down field at the top of the Preview page.
129
FootPrints Administration Manual
4.
To exit the Preview page, close the window.
Edit Field
The page for editing fields in a Workspace is accessed by selecting Administration | Workspace |
Field Maintenance from the FootPrints Toolbar.
To edit a field:
1.
Select the field to be edited from the dialog box on the Fields Maintenance page and click
Edit.
2.
The Field Maintenance dialog is highlighted in a darker color until the edit is complete.
3.
Make any needed changes to the field.
4.
If the field is a drop-down or multi-select field and you would like to edit the choices in the
field, click Edit Field Choices.
5.
Click Complete Edit to complete the edit or Cancel Edit to cancel the changes.
6.
Enter you password and click
GO.
To see how the issue page will look without saving the configuration or leaving the Field
Maintenance page, click the PREVIEW button. A new window is displayed showing the issue
page as you have edited it so far. This is a preview, but the configuration is not saved until you
enter your password and click SAVE.
NOTE ON DATA
Editing a field does not affect the data in existing Issues.
NOTE ON CHANGING FIELD NAMES AND TYPES
FootPrints does not allow you to change the field type and does not allow you to change the
field name except for SQL Server or MySQL databases. For all other databases, if you want to
change the field type or field name, you must delete the field and create a new one.
Delete Field/Tab
The page for deleting fields/tabs in a Workspace is accessed by selecting Administration |
Workspace | Field Maintenance from the FootPrints Toolbar.
To delete a field/tab:
1.
Select the field/tab in the dialog box (it will be highlighted in blue).
2.
Click Remove. The field/tab is removed from the dialog, and is no longer included in the
Workspace.
3.
Enter your password and click
130
GO.
FootPrints Administration Manual
NOTE
Deleted data fields are no longer viewable, and FootPrints forms no longer contain that field. The
column is also deleted and the data no longer accessible. To undelete a field (assuming you've
made a backup of your database), contact Numara Software for instructions.
131
FootPrints Administration Manual
Deletion Behaviors
When deleting fields, a warning is displayed.
Deletion is not permitted if a field is part of some other feature (such as a field dependency). In
those instances, the relationship between the field and the other feature must first be severed
before the field can be deleted.
Deleting tabs/sections moves all fields in that tab to the previous tab. If there is no previous tab,
the field(s) go to top of next tab. If there is no previous or next tab, then the tab cannot be
deleted.
Re-order Workspace Fields
To re-order the fields, on the Field Maintenance page, drag-and-drop them within the Field List.
When you are done, enter you password and click
SAVE. To see how the issue page will look
without saving the new order or leaving the Field Maintenance page, click the PREVIEW button.
A new window is displayed showing the re-ordered fields. This is a preview, but the new order is
not saved in the configuration until you enter your password and click SAVE.
NOTE
Changing the order of the Workspace fields on this page does not affect the database. It only
affects the display of fields in the FootPrints forms.
Advanced Field Permissions
The page for setting advanced field permissions (otherwise referred to as "field-level permission")
in a Workspace is accessed by selecting Administration | Workspace | Field Maintenance from
the FootPrints Toolbar. Any field-level permissions that you set via the Field Maintenance page
apply to either all Agents or all Customers. To set field-level permissions for specific roles (e.g., to
set permissions for just Read-Only Customers or a set of Agents you might have designated as
Networking Agents), you use a different part of the interface. Refer to the field-level permissions
topics under User Roles for details.
To set field-level permissions:
1.
Select the field to be edited from the dialog box on the Fields Maintenance page and click
Edit.
2.
The Field Maintenance dialog is highlighted in a darker color until the edit is complete.
3.
Select the Advanced Field Permissions link. The Choose Role Type page is displayed.
4.
Click a link to set the permissions on this field for All Agent Roles or All Customer Roles. If
you select All Agent Roles, the permissions you set for the field apply to all internal agent
roles, including system and workspace administrators. If you select All Customer Roles, the
permissions you set for the field apply to all Customer roles. If you want a specific role to
have a different set of permissions for a particular field, you can always change it in the
Administration | Workspace | User Roles page (refer to Field-level Permissions for Built-in
Fields and Field-level Permissions for Custom Fields for details). When you click the link, a
Custom Field Permissions page is displayed.
5.
Use the radio buttons to set whether to hide the field on all screens or to set a permission
level based on the status of the Issue.
6.
If you chose to set permissions based on status, specify the permission you wish to apply to
each status. That is, when the Issue is assigned a status, the permission you select here
132
FootPrints Administration Manual
applies to the field while it is in that status. The roles that will be affected by your choices
are listed at the bottom of the window.
7.
Enter your administrator password and click the
are saved.
GO button. The permission settings
NOTE
If you have HTML/text inserted above a field, hiding the field with field-level permissions can also
hide the HTML/text that you inserted. There are situations in which you may want that
HTML/text insertion to still be shown. Refer to Insert HTML/TEXT Headers for details on setting
whether the insertion is shown or not shown.
Insert HTML/Text Headers
If you would like to include instructions or other information about Workspace fields in the Create
Issue, Edit Issue, and Submit Request pages, you can optionally insert text or HTML headers above
any custom Issue field, custom Address Book Field, and the Attachments field. In addition, if any
of the fields are set to be hidden fields, you can choose to display the HTML/text header even if
the field is hidden. You may want to display the HTML/text header even when the field is hidden
if, for instance:
•
You use field headers to break up the Issue Information section into different subsections.
The field may be associated with the first field in this section even though it really applies
to all the fields in that section.
•
You use field headers to put an additional GO button(s) throughout a long Issue
Information section.
•
A field header must be associated with the first field in a row if you want all three fields
to remain on that row. The field header is really above the third field. If the first field
disappears, the field header above the third field disappears.
To include custom headers:
1.
Click the Insert HTML/Text Headers Above Fields link on the Field Maintenance page. Each
Workspace field is listed in the table in the pop-up that appears.
2.
Insert text or HTML code before one or more fields as needed.
3.
Click in the checkbox for each field for which you want the text or HTML code to be
displayed. The text or HTML code is not displayed if the checkbox is not checked. This
feature allows the user to create text or HTML code and leave it for later to be displayed or
to temporarily disable the text or HTML code.
4.
In the Display column, if you have any fields that are hidden for a particular status, select
from the displayed drop-down field. A drop-down is displayed for fields on the Create & Edit
Issue pages and a second drop-down provides the same options for the Issue Details page.
The drop-down field has the following options:
•
always—Always show the inserted header regardless of whether the field is hidden.
•
if field is shown—Show the inserted field header only when the field is visible.
•
if row is shown—Show the inserted field header only when the row in which the field
appears is visible.
5.
After you finish adding headers, click
to the Field Maintenance page.
6.
Enter your password and click
GO. The page is dismissed and you are returned
GO.
133
FootPrints Administration Manual
Notes on the Field Headers Page
•
The Field Name field displays the name of the field.
•
Check the box in the Enabled field to include the header. If you don't check the box, the
content you entered for the field header remains in this form, but is not displayed when
you access the Create Issue, Edit Issue, or Submit Request page.
•
The Alignment drop-down allows you to align the header left, center, or right.
•
Enter plain text or HTML code in the Text or HTML to Insert Above Field field.
•
To start the field associated with the header on a new line, enter a line break <BR> at the
end of the header.
•
With respect to %%Variable%% expressions, some field data from the Issue can also be
used in the field headers, as follows:
ƒ
Issue Number—%%MRID%%
ƒ
Title—%%TITLE%%
ƒ
Priority—%%PRIORITY%%
ƒ
Status—%%STATUS%%
ƒ
Submitter—%%SUBMITTER%%
ƒ
Workspace ID—%%PROJID%%
ƒ
Workspace and Address Book fields—%%FIELD NAME%% where "FIELD NAME" is the
name of the field in upper case.
Link a Field Header to a URL
When the following sample Javascripts are entered in the Text or HTML to Insert Above Field
field, the field header becomes a link to the URL and the data in the field is passed to the URL.
The following script works for drop-down fields only. The following sample script uses a field
named "Product" for this example. Use your own field name in place of the word "Product", "url ="
must point to the URL to which you want to pass the value, and use the "+prod" where you want
to place the value of the field into the URL.
<SCRIPT LANGUAGE="JavaScript"> function ProductInfo(){var
prod=document.regform.Product.options[document.regform.Product.selectedIndex].value; var url =
'/MRcgi/product.pl?PROD='+prod; var ProductInfo=window.open(url);}</SCRIPT><a
href=javascript:ProductInfo();>Click for Product info</a>
The following field works for single-line character fields only. The example field name is
"Company Documentation", and the value of variable "CompanyVal" is what is passed from the
text field. Again, "url =" must point to the URL to which you want to pass the value.
<SCRIPT LANGUAGE="JavaScript"> function CompanyInfo(){ var CompanyVal
=document.regform.Company__bDocumentation.value; var url = '/tmp/Attachments/Workspace7/' +
CompanyVal; var CompanyInfo=window.open(url);}</SCRIPT><a href=javascript:CompanyInfo();>Click for
Document</a>
134
FootPrints Administration Manual
Statuses
The Status field is used to define the workflow of Issues or the stages that an Issue moves through
from beginning to end. Statuses can be added, deleted, and reordered here. The dialog is prefilled with the Statuses defined by the Workspace template.
NOTE
Open and Closed are built-in and cannot be changed or re-ordered. You can change the words
that represent them from within FootPrints on the FootPrints Fields administration page. In
addition, there are other special, built-in statuses used by FootPrints that are not displayed here,
including Deleted and Request. You can change the name displayed for a Request from this
administration page.
Managing Statuses
To add a status:
1.
Select Administration | Workspace | Statuses.
2.
Enter a name for the new status.
3.
Click the Add Status button. By default, the new status is listed in the List of Statuses field
one position above Closed.
4.
If you are finished working on this page, enter your password and click
GO. The new
status is not actually added to the Workspace until you have entered your password and
GO.
clicked
To re-order statuses:
1.
Select Administration | Workspace | Statuses.
2.
Select a status in the dialog box (it will be highlighted in blue).
3.
Use the Up and Down arrow buttons to move a status up and down in the list.
4.
If you are finished working on this page, enter your password and click
GO. Changes to
status order are not actually made in the Workspace until you have entered your password
GO.
and clicked
To delete a status:
1.
Select Administration | Workspace | Statuses.
2.
Select the status in the dialog box (it will be highlighted in blue).
3.
Click
4.
If you are finished working on this page, enter your password and click
GO. Deletions
are not actually made in the Workspace until you have entered your password and clicked
GO.
Delete Status. The status is removed from the List of Statuses field.
NOTE
Deleting a status does not affect the data in your existing FootPrints Issues. To change the status
of an Issue whose status has been deleted to another status, you must edit the Issue. If there are
many Issues with this status, first search for all Issues with the status that you are going to delete.
Change the status of these Issues, then delete the unwanted status as described above.
135
FootPrints Administration Manual
Along with adding custom statuses, you can change names of the following built-in statuses:
•
Open
•
Closed
•
Request
Homepage Workspace Totals
The Status counts displayed on the Homepage can be specified from the Administration |
Workspace | Statuses page. This option controls the statuses displayed in the Workspace Totals
dialog for all internal users in the current Workspace. The defaults are: Open, Active, Closed,
Request, Internal Solution, and Public Solution. "Active" refers to all statuses except for Closed,
Deleted, and all Solution-based statuses.
NOTE
This feature is not available in the FootPrints database versions.
To add a status to the Workspace Totals:
1.
Select Administration | Workspace | Statuses.
2.
Select the status from the All Statuses dialog box and click
3.
If you are finished working on this page, enter your password and click
GO. Changes
are not actually made in the Workspace until you have entered your password and clicked
GO.
Add Status.
To re-order statuses in the Workspace Totals:
1.
Select the status in the Selected Status dialog box (it will be highlighted in blue).
2.
Use the Up and Down arrow buttons to move a status up and down in the list.
3.
GO. Changes
If you are finished working on this page, enter your password and click
are not actually made in the Workspace until you have entered your password and clicked
GO.
To remove a status from the Workspace Totals:
1.
Select the Status in the Selected Status dialog box (it will be highlighted in blue).
2.
Click
3.
If you are finished working on this page, enter your password and click
GO. Changes
are not actually made in the Workspace until you have entered your password and clicked
GO.
Delete Status.
NOTE
The changes made in this dialog do not affect the statuses in the database or Issue forms; they
only affect the Workspace Totals dialog on the Homepage for the current Workspace.
136
FootPrints Administration Manual
Priorities
The Priority field is used to rate Issues by importance or impact. The Priority field is managed by
selecting Administration | Workspace from the FootPrints toolbar, and then selecting the
Priorities link in the Fields section of the administration page. Options for priority include:
•
Maximum Priority—The number selected here defines the range or number of priorities
available for Agents to select when creating an Issue. Any number from 1—100 can be
selected. This defaults to the number assigned by the Workspace template.
•
Default Priority—This is the default priority assigned when users create new Issues. If, for
example, 2 is selected, new Issues are created with a priority of 2 unless the Agent or an
automated escalation rule changes it. If words are assigned to the Issue, the
corresponding word is the default (for example, Medium).
•
Priority Words and Colors—Words and colors can be assigned to priorities. Rather than
selecting 1, 2, 3, etc., Agents can select Urgent, High, Medium, etc. If colors are selected,
they are displayed on the FootPrints Homepage. Words are assigned by the Workspace
Setup Wizard. To change the words, to add word for additional priorities, and to select
colors, click the link called To link Priority numbers to words, and to color code Priorities,
click here.
•
Display Priority on Homepage—Determine whether a priority is displayed in the Priority
column on the homepage list of issues. By displaying only the higher priorities or
specialized priorities, those issues stand out more when an agent is viewing the list of
issues on the homepage.
•
Abbreviation—Specify the abbreviation to be used when a priority is displayed. For
example, you might have a priority of Urgent displayed as "URG".
To map priority words and colors, specify which priorities are displayed on the homepage, or
define an abbreviation:
1.
Click the “here” link in the Priority Display Settings section to change numbers to words and
to color code Priorities. A pop-up window is displayed. In the pop-up window there are
input boxes for each priority level.
2.
Enter a word or phrase for each priority level that is blank, or change the existing word.
3.
To select:
•
Color—Select a color by clicking the word "Pick" next to the priority. A color map is
displayed from which you can select a color by clicking on it. The hex code for that color
is displayed in the color box for the priority.
•
Display Priority—To specify that a priority is displayed on the homepage, click the empty
checkbox next to the priority. To turn off the display of a priority, click a populated
checkbox next to the priority.
•
Abbreviation—Type in the letters you want displayed in the Priority column on the
homepage. If nothing is entered, the entire priority name is displayed.
4.
Click
5.
After completing any activities you may be conducting on this page, enter your password
GO at the bottom of the Workspace Options screen to activate them.
and click
GO to save your changes. You are returned to the Workspace Options page.
137
FootPrints Administration Manual
Field Dependencies
By default, all Workspace fields in a FootPrints Workspace are displayed in the Issue Information
section of the Create Issue and Edit Issue pages. Depending on your needs, you may, for
example, prefer to have some fields only appear depending on the problem type selected, or you
might want to have the list of choices in a drop-down restricted by the choice made in the
preceding drop-down. Both of these options are available in FootPrints and can be used alone or
in combination. Multiple dependencies can be configured per Workspace, and multi-level
"dependency groups" can be created to funnel the user to categories and sub-categories with
different choices, depending on what is selected for each drop-down.
There are two kinds of field dependencies supported in FootPrints:
•
Pop-up Window Containing Dependent Fields—Designate a drop-down choice field as a
decision field which, depending on the user's choice, displays a pop-up window with
fields that are specific to that choice. For example, a field called Error Message can be
displayed in a pop-up window only if the user selects Software Error from a Problem
Type field.
•
Dynamic Drop-down Dependency Groups—Designate a set of drop-down choice fields
to create an unlimited number of categories and sub-categories for which the available
choices are restricted in each field based on what was selected in the previous field. This
feature can be used for simple two-field dependencies (e.g., a software application with
dependent version numbers), or complex, multi-level groups of dependent fields that
guide the user to drill-down and select more and more granular data to define the
problem. For example, if a user selects Hardware from a Problem Type field, the next
drop-down displays a list of hardware types (PC, NIC, Mouse, Keyboard, etc.) If the user
picks NIC, the next drop-down lists known network card problems, etc.
Pop-Up Window Dependent Fields
This feature allows you to designate a drop-down choice field as a decision field which,
depending on what choice is selected by the user, displays a pop-up window with fields that are
specific to that choice. For example, a field called Error Message can be displayed in a pop-up
window only if the user selects Software Error from a Problem Type field.
Before you begin:
•
Before setting up the Pop-up Window Dependent Fields, you must first create the
decision field and all of the fields that appear in the dependent pop-up windows. All
fields for all dependencies must exist (create new fields on the Administration |
Workspace | Field Maintenance page) before you can create dependencies. In addition,
a single drop-down field should be created to be the key decision field.
•
If one of the “subset” fields appears for multiple dependencies but with different values in
each instance of dependency, create one choice field containing all values for all
dependencies. For example, a field called Version number can be made containing all of
the possible version numbers for Hardware, Software, and Network problems. The
different values for Version number can be assigned to the different key decision values
of Hardware, Software, and Network. This step is optional.
To designate the decision field:
1.
Once the drop down field is created, select Administration | Workspace | Dependencies
from the FootPrints Toolbar.
2.
On the main Dependencies page, select Popup Window Containing Dependent Fields. A
new page is displayed with a drop-down menu.
138
FootPrints Administration Manual
3.
From the drop-down menu, select a decision field from all of the available drop-down fields
GO.
in the workspace and click
4.
To clear the contents of an already created decision field, select the checkbox next to
GO. The top half of the next
Remove all configured pop-up dependencies and click
page allows you to define the dependent fields. If your decision field has three possible
values, a choice box for each value is displayed, each choice box containing a list of all
workspace fields.
5.
Highlight the fields to include for each key value (use the CTRL key to highlight multiple
fields). Only select the fields for each choice that you want to appear in the pop-up
window. Fields that are not selected continue to appear on the main Create Issue screen.
The bottom section of this page allows you to define the behavior of these fields under
special circumstances. That is, the choice you make in the bottom section controls what
happens when a user changes a choice in the decision field after already entering data into
the dependent fields.
6.
Select one of the following options:
•
When changing the selected choice of the decision field, retain none of the values
previously entered into the original choice's pop-up window. (the default, recommended
for most configurations)
•
When changing the selected choice of the decision field, retain the values previously
entered into the common fields contained in the original choice's pop-up window and
the current choice's pop-up window.
•
When changing the selected choice of decision field, retain the values previously entered
into all of the fields contained in the original choice's pop-up window.
This next step is optional. For additional drop-down fields found in the workspace (not
including the main decision field), a series of choice boxes for each of your possible values
is displayed in the bottom half of the page. Continuing with the above example, for each
of your three key values in the decision field there is a choice box for each choice field in
the workspace. If there are four choice fields defined (other than the decision field) in the
workspace, there are twelve choice boxes (four for each of the three decision values).
By default, all values are selected. You can optionally use one or more of the fields
displayed here to pick different values of the same choice field for the different values of
the decision field. Only de-select the values for a particular set of fields that you want to
limit (use the CTRL key to highlight multiple fields). Otherwise, do no de-select any values.
7.
Select or de-select the values for those fields that you want to appear in the choice boxes,
depending on the value the user chooses for the key field. For example, if the key decision
field is Problem type and the sub-field Version number is displayed for all three of the
decision field values, different values of Version number can be associated with Hardware,
Software, and Network. For example, if version number contains six values, 97, 2000, 2.5,
8.7, 4.x, and 5.x, the following associations might be made:
•
Choice: Hardware, Field: Version number—select 2.5 and 8.7
•
Choice: Software, Field: Version number—select 97 and 2000
•
Choice: Network, Field: Version number—select 4.x and 5.x
All other values for Version number for each of the three choices above should be deselected. All other values for any other fields should remain selected.
8.
After selecting the values that will appear for each of the choice fields, click
“GO”.
Multiple decision fields can be created using the method above.
139
FootPrints Administration Manual
Now when you create an Issue, the Issue Information section contains the decision field. When a
value is selected in a decision field, a pop-up box is displayed, containing the additional
dependent fields for that value. Using our example, if Software is chosen, Version number is
displayed with the only options being 97 and 2000. In addition, any other fields associated with
Software (chosen in the top section of the Dependencies screen) are displayed.
Dynamic Drop-down Dependency Groups
The Dynamic Drop-down Dependency Group option allows you to designate a set of drop-down
choice fields that display a number of categories and sub-categories of which the choices are
restricted in each field based on what was selected in the previous field. It can be used for simple
two-field dependencies (for example, a software application with dependent version numbers) or
complex, multi-level groups of dependent fields that guide the user to drill-down, selecting more
and more granular data to define the problem.
For example, if a user selects Hardware for Problem Type, the next drop-down displays a list of
hardware types (PC, NIC, Mouse, Keyboard, etc.) If the user picks NIC, the next drop-down lists
known network card problems, etc. There is no limit to the number of fields that can be a part of
a dependency group.
Before setting up the Dynamic Drop-down Dependency Groups:
•
You must first create the drop-down fields that will be part of the dependency group
with all of the possible choices for each field. You create new fields on the
Administration | Workspace | Field Maintenance page. As an example:
NOTE ON EXAMPLES
The examples here outline setting up a group of three dependent fields for Problem Type, Issue
Type, and Root Cause for a standard IT help desk. Dependency groups can be created for any
type of process, with any number of fields and choices.
a.
You could make three drop-down fields called Problem Type, Issue Type, and
Root Cause.
b. For Problem Type, the choices could be Hardware, Software, Network, and
Printer.
c.
The Issue Type field would contain all of the possible sub-categories for each of
those choices: Hardware types like CD-ROM, Mouse, Phone, etc., Software types
like Acrobat, Word, etc., Network Issue types like Reset Password, Can't connect
to network, etc.
d. The Root Cause field would contain any further categorization needed for each
of the Issue types. For CD-ROM, the choice might be Can't open tray, Can't
access drive, etc.
•
The fields for the dependency group must all be of type public or internal. We
recommend all fields are all either mandatory or optional. If the fields are mixed
mandatory and optional, the earlier fields in the group should be mandatory, while the
later one are optional.
•
The fields should be arranged in the order of the desired dependency.
•
You may want to map all of the possible choices and paths out on paper before you
create the fields.
To create a Dynamic Drop-down Dependency Group:
9.
After creating the fields you need to complete this procedure, select Administration |
Workspace | Dependencies.
10. Select Dynamic Drop-down Dependency Groups. The Create/Edit Drop-down
Dependency Group page is displayed. This page contains two dialog boxes: Available
140
FootPrints Administration Manual
Fields and Fields in Group. The Available Fields are any drop-down fields in the workspace
that aren't already part of a dependency group. The Fields in Group are the fields that are
to be part of the dependency.
11. Select the first field you want in the dependency group and click the
arrow button.
12. Continue to select the other fields for the dependency group. There is no maximum
number of fields in a group, but the minimum requirement is two. It is recommended that
you order the fields in the workspace in the same order as selected above by selecting
Order Fields before you continue. This places the dependent fields in the group in the
correct order.
. The next page displays a
13. Enter a name for the Dependency Group and click
multi-select box for each value in the first field in the group. For example, if the field is
Problem Type, there is one box each for Hardware, Software, Network, and Printer.
14. All of the values for the second field in the group, Issue Type, are listed in each multi-select
box. For each problem type, select the values that should appear in the Issue Type field if
the user selects that problem type. For example, in the Hardware box, select CD-ROM,
Mouse, Phone, etc., in the Software box, select Acrobat, Word, etc. Hold down the CTRL
key to select multiple values.
15. Issue Type values can be selected for more than one Problem Type. Issue Type values must
be selected for at least one Problem Type or they will never appear in the Issue form.
. The next screen contains a multi16. When all items have been selected, click
select box for each Issue Type. The boxes each contain all of the possible Root Causes.
17. Select the Root Causes for each Issue Type. For Issue Types that have no defined Root
Cause, do not select anything. The Root Cause field will not appear for those Issue Types.
18. When you are finished, click
SAVE.
The View Button
The Create/Edit Drop-down Dependency Groups page contains a View button. Clicking the
View button displays the Drop-down Dependency View, which provides a visual illustration of
the dependency tree for the dependency groups that you are editing. Fields are listed in
columns. When you click on a field name, the field is highlighted. In addition, the field that
precedes and field(s) that succeed the selected field are also highlighted, thus showing the
dependencies..
If, having selected a field, you click the Display Selected link, a the Drop-down Dependency View
page is displayed. This page provides a further illustration of the selected field's dependencies in
the tree structure. You can click a button to print the structure from the pop-up window or click a
button to close the window.
Using Field Dependency Groups
When a Field Dependency Group is configured, the first field in the group initially appears in the
Create Issue page. As the user selects from the first field, the second field appears, with the
choices relevant for that field. When the user selects a value for that field, the third field appears
with the choices relevant for that next, dependent field displayed.
On the Advanced Search, Report, and Escalation pages, the fields appear with all of the possible
values for each field as criteria. Select the relevant values for your search, report, or escalation
rule.
141
FootPrints Administration Manual
Important Notes on Dependencies
•
Editing Drop-down Choices—When editing a drop-down field that is used in a
dependency, you must go through the dependency setup again and edit it there.
•
Multiple Dependencies—Multiple sets of dependencies can be created and dependency
group and pop-up windows can be combined.
NOTE
Dependency groups greater than seven levels cause a stack overflow on Internet Explorer.
•
Field Permissions—All fields in the same dependency group must be either internal or
public. The system prevents you from creating a dependency group that contains a
mixed group of internal and public fields.
•
Mandatory vs. Optional—The fields in a dependency group can be a mix of mandatory
and optional. But while configuring a group, if a field later in the group is mandatory,
you must select at least one value for that later field for each value in the current field.
Otherwise, there may be a mandatory field that contains no values.
•
Internet Explorer's Display of Dependencies—Internet Explorer hides dependent fields
until the parent field is selected. Once selected, the child field is displayed and
highlighted.
•
HTML form and Field Dependencies—FootPrints does not support the use of field
dependencies in the incoming email HTML form. The form contains all of the fields and
choices on one screen.
Dynamic SQL Field Mapper
This feature enables data from an external table to be populated in an Issue into one or more
fields. The lookup is performed by clicking a "Select" button and is based on a "lookup key" field,
such as "User ID", "Asset Name", etc.
One or more lookup key fields can be designated within a Project. The lookup key field can be
either an Issue Information or Address Book field. Associated Issue Information or Address Book
fields can then be designated to be populated with data from the external database.
Refer to the Numara FootPrints Reference Manual for complete information on the Dynamic SQL
Field Mapper.
InstaCalc
Simple mathematical formulas can be incorporated into FootPrints Issues.
All mathematical formulas follow standard order of operations and the use of unary minus and
parentheses is permitted.
NOTE
To create a mathematical formula, you must first create the integer and/or real number fields to
be used in the formula, including a "result" field for the result of the formula. To create integer or
real number fields, refer to Adding Fields.
Once you have created the fields, including a result field, you can create the mathematical
formula.
142
FootPrints Administration Manual
NOTE
InstaCalc does not work with dependency fields. Do not include dependency fields in your
InstaCalc formulas.
Operators are * (multiply), / (divide), + (add), and - (subtract). You can also use parentheses in
formulas. The Math Formula feature validates parentheses in the formulas displays an error
message if you have unmatched parentheses, parentheses in incorrect order (i.e., a closing
parenthesis prior to the opening parenthesis), parentheses with no data within them, etc.
Create a Mathematical Formula with InstaCalc
To create a mathematical formula that will appear in an Issue:
1.
Select Administration | Workspace from the FootPrints Toolbar, then select InstaCalc from
the Fields section of the main frame.
2.
Select a field to contain the result of the formula from the Formula Result Field drop-down
field.
3.
To enter the formula in the Enter Formula field, use a combination of typing information
directly into the field, clicking the operators buttons to select the operation, and selecting
fields from the Insert Field Variables field and then clicking the Insert arrow to move the
field variable into the Enter Formula Field. When you insert a field, the value that is entered
in the field by the agent is used in the formula. For example, if a field named "Cost" is
inserted into the formula, then a multiplication operator, and then a field named "Quantity",
when an agent later completes an Issue, the result of the formula would be the cost
multiplied by the quantity.
4.
You can use other elements on this page to perform other actions, as follows:
•
If at any time you wish to clear the entire formula, click the Clear button. For new
formulas, the Undo button works exactly the same as the Clear button.
•
Blank fields radio buttons:
All fields in the formula must be filled in—No blank fields may be left in the formula. If a
formula is completed and a field is lank, there will be no result in the results field.
Blank fields will be given a default value—If a blank field is left in the formula, the field
will be assigned a default value specified in the Default Value field on this page.
5.
When you have finished entering your formula, click the
SAVE button.
Example:
The following is an example of how to enter a mathematical formula:
Select Result field.
143
FootPrints Administration Manual
Type 12 and then click the operator button
Insert First_Math_Field
Insert an open parenthesis, then the Second_Math_Field, a plus sign, the Third_Math_Field, and
finally a closing parenthesis into the formula.
144
FootPrints Administration Manual
Add the result of the First_Math Field calculation to the calculation in the parentheses by clicking
in the formula and then clicking the plus sign.
Edit a Mathematical Formula with InstaCalc
To edit an existing mathematical formula:
1.
Select Administration | Workspace from the FootPrints Toolbar, then select InstaCalc from
the Fields section of the main frame.
2.
Select the result field of the formula you want to change from the Formula Result Field
drop-down field.
3.
Edit the formula in the Enter Formula field as described in Step 3 in the Create a
Mathematical Formula with InstaCalc above. If you want to reset the formula to the original
state before you began changing it, click the Undo button. To delete the entire formula,
click the Clear button.
NOTE
The Undo button only resets the values in the formula fields. If you have changed the Blank Fields
radio buttons, the selections are not reset with the Undo button, nor is the Default Value
changed. If, for example, you changed an operator in the formula from + to * and then changed
the Default Value for blank fields from 0 to 1, you will have to change that value back manually.
4.
When you have finished editing the formula, click the
SAVE button.
Deleting a Mathematical Formula with InstaCalc
1.
Select Administration | Workspace from the FootPrints Toolbar, then select InstaCalc from
the Fields section of the main frame.
2.
Select the result field of the formula you want to delete from the Formula Result Field dropdown field.
3.
Click the Clear button.
4.
Click the
SAVE button.
145
FootPrints Administration Manual
146
FootPrints Administration Manual
Chapter 11: Configure Users and
Customers
This set of functions is intended for user management on a workspace-wide basis. There are also
some system-wide user management options; these are detailed in the chapter on System
Administration.
The workspace-wide user options include:
•
•
•
Agents
ƒ
Add Agents—Add new Agents/Administrators to this workspace.
ƒ
Edit Agents—Edit the properties of Agents.
ƒ
Teams—Create and edit Teams of Agents for assignment in this workspace.
Customers
ƒ
Add Customers—Add new Customers to this workspace.
ƒ
Customer Options—Configure options for Customers.
Roles
ƒ
User Roles—Define and manage permission roles for Agents and Customers.
Agents
This section discusses some of the basic functions for managing agent users.
•
Agent User Types—Explains the different types of Agents.
•
Add Agents—Add new Agents and existing Agents from other workspaces to the current
workspace.
•
Change to Customer
•
Teams
147
FootPrints Administration Manual
Agent User Types
The term "Agent" in FootPrints is used to refer to both a type of license, and to a specific built-in
user Role that is applied to users.
License
Agent users require a license. There are two kinds of licenses that Agents can have:
•
Fixed—The user is assigned a single license, and logs into FootPrints with his own unique
ID and password. Only one user can use this type of license. The license is always
available to the user.
•
Concurrent—A concurrent license can be used by an unlimited number of people, but
only one can be logged in at a time. Each user sharing a concurrent license has a
unique ID and password, but can only log in if a concurrent license is available. If five
concurrent licenses are purchased and twenty-five people are sharing those licenses,
only five individuals can be logged in to FootPrints at one time. When the sixth person
tries to log in, that person receives a message stating that there are no available licenses.
When one of the five users who is logged in logs out of FootPrints, a license is freed.
Refer to Concurrent Licenses under System Administration for more information.
NOTE
The Extended Starter Pack is required to add concurrent licenses, or to add more than fifteen
named (fixed) licenses. Please contact your salesperson for details on obtaining the Extended
Starter Pack.
Role
Role refers to the level of access to the FootPrints system that is allowed to the new user.
FootPrints comes with a number of built-in roles. In addition, the Workspace Administrator can
create custom Roles to give different levels of access to different users. The Roles listed here apply
to "Agent" users. Customers have their own Roles.
Built-in Agent Roles
•
Agent—A standard, full-strength user. Common uses for this user type include: Help
Desk Agent, Call Center Agent, Developer, Engineer, Manager and Workspace Member.
Agent users have the ability to use all of the basic functions of FootPrints, including
creating, viewing, editing Issues, and running queries. Can use a fixed or a concurrent
license.
•
Workspace Administrator—In addition to Agent User privileges, the Workspace
Administrator can administer a workspace, including adding custom fields, setting
options, and adding users. Can use a fixed or a concurrent license.
•
System Administrator—In addition to Agent User and Workspace Administrator
privileges, the System Administrator has control over the whole FootPrints system,
including administration of any workspace, adding new workspaces, and administering
licenses.
NOTE
System Administrators must have a fixed license.
Please refer to the topic on User Roles for more information on customizing Role properties.
148
FootPrints Administration Manual
Add Agents
To add a new user to a FootPrints workspace, select Administration | Workspace | Users | Add
Agents from the FootPrints Toolbar. From the resulting page, you can create new FootPrints
Agent and administrator users, as well as add existing FootPrints users to the current workspace.
Add a New User to the Current Workspace
NOTE
If the user is already a member of another FootPrints workspace, refer to Add an Existing
FootPrints User to the Current Workspace.
1.
Enter the new user's name. When you enter the name, use the full name, e.g., Jill Smith.
2.
Enter a FootPrints user ID. This is the ID used to log into FootPrints, e.g., jsmith. The user ID
must be a single word with no spaces.
3.
Enter the user's email address.
4.
Choose a Role3 for the user.
5.
Optionally select a Supervisor for the user from the list of agents in the workspace.
Supervisors can be used to designate where emails are sent when escalating Issues.
6.
If the System administrator has defined only a single authentication method, and it is a nonFootPrints authentication method, be sure that the user ID you select corresponds to a user
ID on the system against which you are authenticating. If two authentication methods are
available, you can select the method the agent is to use to log into FootPrints. A FootPrints
user ID is required even if you are using non-FootPrints authentication.
7.
Choose a password for the new user (this is requested twice for accuracy).
8.
Enter a value for Billing Rate if you want to calculate a fee based on time spent by the user
working on Issues. This is the hourly rate in dollars. This field is optional.
9.
If the system supports both concurrent and fixed licenses, there is a choice to select the type
of license for the user.
10. Check the Accessibility checkbox if the Agent that you are adding is vision-impaired and will
be using a screen reader.
11. Enter the user's time zone. This is an optional field.
12. Enter a date format. This is an optional field.
13. Enter a language preference. This is an optional field.
14. Enter your password and click
GO.
Add an Existing FootPrints User to the Current Workspace
1.
Choose the users you want to add from the Other FootPrints Agents list (hold down the
CTRL key to highlight multiple users).
2.
Enter your FootPrints password.
3.
Click the
list.
GO button. The users are added to the Users who belong to this workspace
NOTE
3
A user type assigned to one or more users to define permissions. Both built-in roles and custom roles can
be assigned to users. Examples of built-in roles include Agent, Customer Read/Submit, and Project
Administrator.
149
FootPrints Administration Manual
Adding an existing Agent, Workspace Administrator, or System Administrator to a workspace
does not require an additional license. A user with a fixed license can participate in any number
of workspaces within a single FootPrints installation using the same license.
Adding Users to Multiple FootPrints Workspaces
An Agent or Workspace Administrator can belong to multiple workspaces. You can add a user to
a new workspace from the Add Agent User page for that workspace. System Administrators are
automatically members of all FootPrints workspaces. Adding an Agent to multiple workspaces
does not affect the number of licenses available. That is, an Agent who is a member of multiple
workspaces still only uses one individual license.
Change to Customer
When an existing Agent is added to a new Workspace, by default, the Agent receives the same
user role that he has in his default (or first) Workspace. It is possible to make an Agent (or user
with another custom Agent-type role) a Customer in another Workspace. This allows the user to
act as an Agent in their default workspace, creating Issues, getting assigned to Issues, adding to
the Knowledge Base, etc., while allowing him to submit Requests as a Customer in another
workspace.
To make an Agent a Customer in the current Workspace:
1.
Select Edit Agents under Administration | Workspace | Users & Roles on the FootPrints
Toolbar.
2.
In the Change to Customer section at the bottom of the Edit Agent page, select a Customer
role for the user.
3.
Enter you password and click
GO.
The user is now a Customer in the current Workspace, but still an Agent in his default Workspace.
NOTE
When an Agent changes to a workspace in which he is a Customer, he can switch back to a
workspace in which he is an Agent without having to log in again. If the user is a Customer in
multiple workspaces, he must first switch back to a workspace in which he is an Agent to have
access to the other Customer workspaces. This prevents conflicts with Address Books that have
different primary keys.
Restrictions on Changing Agents to Customers
•
An Agent cannot be a Customer in his default workspace. You must change the default
workspace before you can change the Agent's role to a Customer.
•
System Administrators can never be changed to a Customer in any workspace.
•
If you want to change the user back to an Agent, you must first remove the user from
the workspace (from the Edit Customer page) and then re-add him as an Agent.
•
When an Agent switches to a workspace in which he is a Customer, the Agent must log
out and log in again to switch back to being an Agent.
NOTE
If a user is a customer in one Workspace and an Agent in another Workspace, the Agent
Workspace will always became that user's default Workspace. Also, when you add a customer to
a Workspace and set the role to an Agent role, the new Workspace will be automatically selected
as the default.
150
FootPrints Administration Manual
Teams
For assignment purposes, Agents can be organized into Teams, such as “Application Support”,
“Network Support”, “Development”. Issues can be assigned to the whole Team or to individual
users within the Team. This allows an Agent to assign an Issue to a group of people, such as a
development Team, without needing to know the individual person who will work on the Issue.
Various assignment options are available to handle automatic Team assignments, including
round-robin assignment. Issues can be reported on by Team and custom user roles can be
created to handle access to Issues by members of a Team. Agents can be organized into Teams
by selecting Administration | Workspace | Teams from the FootPrints Toolbar. The Agents must
first be created and be members of the Workspace before they can be added to a Team. Round
robin and the other team assignment rules are only applied if no member of that team is already
assigned to the ticket or is being assigned to the ticket along with the team.
The following topics are in this section:
•
Creating Teams
•
Using Teams
•
Editing Teams
•
Deleting Teams
•
Managing Team Membership
Creating Teams
To organize users into Teams:
1.
Select Administration | Workspace | Teams from the FootPrints Toolbar.
2.
Select the
3.
Enter a name for the Team in the Team Name field. Example names might be "Developers"
or "Level 1 Support Team".
4.
Select members for the Team from the Available Agents multi-select field. The individuals
listed in the Available Agents field include the Workspace's administrators. To select a
member, highlight a user's name and click the right arrow button to add the user to the
Members field. An unlimited number of users can be added to a Team and users can
belong to multiple Teams. The pool of potential team members comes from the list of
agents who are members of the current workspace.
5.
If you wish to designate someone as a Team leader, after you have selected the Team
members, select the Team leader from the Team Leader drop-down field.
GO button to create a new team. The Create a New Team page is displayed.
NOTE
To see a list of current Team Membership for all teams, click the link for Current Teams.
6.
You can select the assignment method for Team members on this page as well. The options
are:
•
Leave assigned to Team—This is the default. When a Team is assigned to an Issue, the
Team name appears in the Assignee field for that Issue (on the Homepage, in reports,
etc.) Individual Team members can still be assigned by taking the Issue or via autoassignment, escalation, or manual assignment.
•
Assign individual member(s)—Select one or more Team members to assign to each new
Issue that is assigned to the Team. The user(s) selected here are assigned to every new
Issue that is assigned to the Team. If you want different Team members assigned to
151
FootPrints Administration Manual
Issues based on another field, such as Problem Type or Location, use the Auto
Assignment or Escalation feature.
•
Assign all members—If this option is selected, all Team members are assigned individually
to each new Issue that is assigned to the Team.
•
Dynamically assign based on round-robin rule—When a Team is created with this
assignment option, the first Issue assigned to the Team is assigned to the first individual
in the Team list. Each subsequent issue is assigned to the next Team member, and so on,
restarting at the first position when the last person in the list has been assigned. This
option is applied to Issues that are assigned to a Team manually, via auto-assignment, or
via an Escalation rule. This is useful for balancing the workload of Agents within a Team.
Agent availability within the round-robin assignment is determined by one or both of the
following options:
ƒ
Use agent availability based on an assignment time or a date field—If selected, the
Agent is considered available if shown as available in the Availability Matrix for the
time and date selected here (for example, "Work Scheduled Date"), including Agent
Work Schedule and Workspace Calendar appointments to which the Agent is invited.
If "Assignment Time" is selected, the time that the auto-assignment rule is applied is
used to determine availability.
NOTE
When selecting a date in a round-robin Team assignment, the date must be specified in the
Workspace's work schedule.
ƒ
Use personal appointments in determining Agent availability—In addition to taking
the Agent's Work Schedule and Workspace Calendar appointments into account,
appointments that only appear on the Agent's Personal Calendar are taken into
account when assigning if this is checked.
NOTE
Assignment options are not applied until the Issue is actually submitted.
NOTE
Additional assignment options are available using the Auto Assign and Escalation features. To use
round-robin assignment in conjunction with these, enable the options above and select the Team
name in the Auto-assignment or Escalation rule.
7.
Choose how email notifications are to work in the Member Privileges section of the page.
There are three options:
•
Always—All Team members receive email notification about Issues whether they are
assigned only to the Team or to the Team and one or more members of the Team.
•
Only when no individual agents are assigned—Team members only receive email
notification about Issues when the Issues are assigned to the Team only and not
assigned to individual Team Members.
•
Never—Team members do not receive email notification about Issues assigned to the
Team. The frequency and content of the emails sent are regulated by the Workspace Mail
Preferences. If the Workspace Mail Preferences are set to send mail to Agents on Open and Closed statuses,
but not in Pending Status, and Always is selected in the option above, then Team members receive email
notification about all Team Issues when they are in Open and Closed statuses, but not when they are in
Pending status. Agents assigned individually to an Issue receive email according to the
Workspace Mail Preferences, regardless of the rule above or whether the Team is
assigned.
8.
152
When you are finished configuring the Team, enter your password and click
GO.
FootPrints Administration Manual
The Team is now created and Issues can be assigned to Teams from the Create and Edit Issue
pages. Additional Teams can be created using the same method, with users as members of only
one Team or multiple Teams.
Using Teams
Once Teams are configured, it affects the Assignees field throughout FootPrints, including on the
Create and Edit Issue pages, the Search and Report pages, and the Escalation page. Agents are
now organized by Team in those dialogs and Issues can be assigned to both Teams and
individual users.
Some Features of Teams
•
Viewing Issues—Users can view the Issues assigned to their Team from the Display dropdown on the Homepage. If a user belongs to multiple Teams, an option for each Team is
available.
•
Permission within Team—Users can be confined to viewing Issues, taking Issues, editing
Issues, etc., based on their Team membership via user roles. Refer to User Roles and How
Roles and Teams Work Together for more information.
•
Email Notification—When an Issue is assigned to a Team (refer to Assignments with
Teams below), if the option is configured to send email to Team members, all users
receive an email.
•
Taking—When a user takes an Issue that is assigned to the Team, the Team can still be
assigned. Although the user is responsible for working on the Issue, the Issue also shows
up on reports and searches for the whole Team.
•
Multiple Teams—Users can be members of multiple Teams.
•
Searches and Reports—When Teams are configured, you can search and report on Issues
by Team or by user. Refer to Advanced Searches and Reports for more information.
•
Assignment and Teams—Refer to Assignments with Teams below.
Assignment with Teams
To assign an Issue to a Team or user when Teams are enabled:
1.
On the Create Issue page, each Team is listed in the Workspace Members field. Select a
Team to expand it. The first option is always to Assign Team. All Team members are listed
under this option.
2.
To assign the Issue:
•
only to the Team, select Assign Team and click the right arrow. The Team name is now
listed under Assignees.
•
to a user from the Team, select the user's name and click the right arrow. Notice that the
Team name is now listed under Assignees and the user's name is listed, indented, under
the Team name.
NOTE
Multiple users can be assigned from the Team.
3.
To assign users from another Team, click the Team name again in the left field to shrink the
list, then select another Team to expand it and assign users from the new Team.
In addition to being listed under their Teams, all Workspace members are listed under the
heading of Individual Users. Assign a user from this heading when you want to assign an Issue
without it showing up as an assignment for a Team. Users who are not members of any Team are
also listed here.
While a user can belong to multiple Teams, he can only be assigned to an Issue individually once.
153
FootPrints Administration Manual
Other Assignment Options
In addition to the manual assignment described above, a number of options are available for
assignment of Issues to Teams and Users:
•
Default Assignment—This determines who is initially assigned when an Agent first opens
a new Issue. This option can be overridden manually by the user or automatically by the
system. This is configured on the Administration | Workspace | Auto Assign page.
Options include assignment to the Issue creator, assignment to the creator's Team,
assignment to the creator's Team and the creator, assignment to none, and assign to all.
Refer to Auto Assign for more information.
•
Team Assignment Options—Default options can also be set on the Create/Edit Team
page. These options include leaving the Issue assigned to Team only, assign to one or
more individual members (e.g., assign new Issues for the Team to the manager), assign
all members, and round-robin.
NOTE
These options are not applied until the Issue is actually submitted. Refer to Creating Teams for
more information.
•
Auto Assign—Teams and users can also be assigned to Issues automatically by the system
using the Auto Assign feature, configured under Administration | Workspace | Auto
Assign. This allows you to assign an Issue automatically to a Team or user based on the
value selected in a drop-down field. For example, if Problem Type is Hardware, assign
the Hardware Team. Auto-assignment occurs dynamically on the Create Issue page
when the user selects the value from the drop-down. Refer to Auto Assign for more
information.
•
Escalation—For more complex assignment rules involving multiple criteria, Escalation
rules can be used. A Team or user can be assigned to an Issue based on any combination
of criteria, including Status, Priority, Contact and Workspace fields, and so on. Escalation
rules are applied at the time the Issue is submitted (for instant Escalations) or after a
specified period of time (for time-based Escalations). Refer to Escalation for more
information.
Customers
Customers in FootPrints have access to many self-service features. Depending on their permission
level, Customers can submit Requests, track the status of their Requests, search the Knowledge
Base, etc. The Customer user type is appropriate for both employee and external Customers of
your organization.
Customers have a number of components:
154
•
User Account—This is the ID and password of the Customer. Users can have unique IDs
and passwords or they can share a generic ID and password. This record is kept in the
password file.
•
Contact Record—The contact information for the user is kept in the FootPrints Address
Book (or dynamically read from an LDAP or other External Database/SQL source). The
data kept depends on the fields in the Address Book.
FootPrints Administration Manual
•
Primary Key—The Customer User Account and Contact record are linked via the Primary
Key4 field. This is a field in the Address Book, such as User ID or Email Address, that
uniquely identifies the user.
•
Role—The permission level for the user. Built-in and custom roles are available.
Roles
Role refers to the level of access to the FootPrints system that is allowed to the user. FootPrints
comes with a number of built-in Customer roles. In addition, the Workspace Administrator can
create custom roles to give different levels of access to different users. The roles listed here apply
to Customers. Agents have their own roles.
Built-in Customer Roles
•
Read KB—View and search the Knowledge Base.
•
Read KB/Requests—View and search the Knowledge Base and check the status on
Customer's own Requests (entered by an internal Agent user, or via email).
•
Read/Submit—In addition to Read KB/Requestsfunctionality, can submit Requests via the
web interface. This is the most popular Customer role.
•
Read/Submit/Edit—In addition to Read/Submitfunctionality, these users have limited edit
privileges of their own Requests (only available if the Customer Edit license is purchased).
Refer to User Roles in the Numara FootPrints Reference Manual for more information on
customizing role properties.
Add a New Customer
To add a new Customer to a FootPrints workspace, select Administration | Workspace |
Customers | Add Customers from the FootPrints Toolbar. From this page, you can create new
FootPrints Customers as well as add existing FootPrints users to the current workspace.
To add a new Customer to the current workspace
1.
Choose the account type. A Shared account can be used by many people (who identify
themselves with a unique key, such as email address). A Unique account is intended for
one user only and allows you to specify a unique password for the user.
NOTE
If the user is already a member of another FootPrints workspace, refer to Add Existing Customer
User to Current Workspace.
2.
Create a FootPrints user ID. This is the ID entered to log into FootPrints. The format of the
ID depends on the account type:
•
Shared account—The ID can be any string with no spaces, such as “customer”, “guest” or
“accounting”.
•
Unique account—The ID must be in the format of the Primary Key for the Address Book
associated with the current Workspace. This is set under Address Book Field
Maintenance. For example, if Email address is the primary key, the ID should be in the
form of the user’s email address, e.g., jsmith@widget.com. If the Address Book field
Customer ID is the primary key, then the ID might be in the form jsmith.
NOTE
4
The key field in the FootPrints Address Book that is used by FootPrints as a reference to identify the
customer contact. Examples include "Email Address" and "User ID".
155
FootPrints Administration Manual
If the System administrator has defined only a single authentication method and it is a nonFootPrints authentication method, be sure that the user ID you select corresponds to a user ID on
the system against which you are authenticating. If two authentication methods are available,
you can select the method the agent uses to log into FootPrints.
3.
Choose a Role for the user.
4.
Select the customer's authentication method
5.
Enter a password for the new user (this is requested twice for accuracy). A password is not
required if the authentication method is not FootPrints authentication.
6.
Enter customer preferences for time zone, date format, and language.
7.
Enter your password and click
8.
If a Unique user is created, a Contact Information page is displayed. Enter the contact
information for the user. This creates a contact record in the Address Book. If the user
already has a contact record in the Address Book (based on their primary key), the page is
not displayed, but the user account is automatically linked to that contact record via the
primary key 5.
GO.
Customers can also be automatically added to the system from a network password or LDAP
source, or they can create their own accounts. These features are detailed in the topic on Auto
Add Customers under System Administration.
Add Existing Customer User to Current Workspace
Customers can belong to multiple Workspaces. Customers from other Workspaces can be added
to the current Workspace from the Add Customer page. The Workspaces must share the same
Address Book and primary key.
To add an existing Customer to the current Workspace:
1.
Select Administration | Workspace | Customers | Add Customers from the FootPrints
Toolbar. Users from other Workspaces can be added in the top section of the page.
2.
If you know the user ID, enter it in the field provided.
3.
To browse from a list of users, click Select Customer. A pop-up window is displayed. If there
are a large number of Customers in the system, the pop-up window may take a long time to
display.
There are three options in the pop-up:
•
Unique Customers—Customers from other Workspaces with unique IDs.
•
Shared Customers—Shared, generic customer IDs.
•
Agents—Agents from other workspaces can be added as Customers to the current
workspace. Agents added as Customers from this dialog receive Unique Read/Submit
Customer access. This can be changed later under Edit Customer.
NOTE
Only Customers from Workspaces that share the same Address Book with the current Workspace
are listed.
4.
5
To add a user to the Workspace, click the user ID in the pop-up. It is added to the User ID
dialog box. Multiple IDs can be entered space-separated either manually or by using the
Select Customer dialog.
The key field in the FootPrints Address Book that is used by FootPrints as a reference to identify the
customer contact. Examples include "Email Address" and "User ID".
156
FootPrints Administration Manual
5.
When you are finished adding Customers to the Workspace, enter your password and click
GO.
Notes on Customers in Multiple Workspaces
•
Customers who belong to multiple Workspaces can change Workspaces using the
Change Workspace icon on the FootPrints Toolbar. To give Customers a drop-down of
available Workspaces when they first log into FootPrints, enable the Workspace Menu
Customer option.
•
If you need to associate an existing Workspace with an existing Address Book from
another Workspace in order to allow Customers to access both Workspaces, please
contact Numara Software Support for instructions on linking the new Workspace to
another Address Book.
•
Adding or removing a Unique Customer account that was created with the Auto Add
Customer feature removes that user from the group of Customers who were AutoAdded, including any defaults set for the Auto-Added Customers. Refer to the chapter
on System Administration for more information on this option.
Customer Options
There are two interfaces for customers to access FootPrints for self-service:
•
Traditional Customer Self-service—Classic FootPrints customer Homepage with three
frames, including left-hand toolbar. Requires users to log in before accessing any
features. Supports roles and multiple workspace access.
•
Customer Service Portal—Simplified, single-frame page that can be embedded within
your existing web site's frames. Customers can access Knowledge Base without logging
in. There is no support for different roles and the Customer Service Portal must be
customized per workspace. Some available options, such as submitting and viewing
Requests, do require identification by the customer. This is a simplified way of providing
customer self-service and it is primarily geared for external customer support. If you
enable the Customer Service Portal, a set of options associated with it are displayed on
this page. Refer to Customer Service Portal Administration for details on those options
Workspace-wide options for Customers are configured on the Customer Options page. These
options affect all Customers in the current Workspace. For more information on Customer
options, please refer to the online help or the Numara FootPrints Reference Manual.
Customer Service Portal Administration
The Customer Service Portal allows customers to access FootPrints and search the Knowledge
Base without first logging in. Some available options, such as submitting and viewing Requests,
require identification by the customer. This is a simplified way of providing customer self-service,
and it is primarily geared for external customer support.
NOTE
If this option is enabled for the workspace, it will supersede all customer roles defined for the
Workspace. It also means that the customers who are members of the Workspace where single–
frame is defined cannot access other workspaces through this interface.
Enabling Customer Service Portal
1.
FootPrints is set to the traditional FootPrints interface by default. Enabling the Customer
Service Portal is done in the first section of the Customer Options page.
157
FootPrints Administration Manual
2.
Select Administration | Workspace | Customer Options to get to the Customer Options
page.
3.
Click the Customer Service Portal radio button to enable the feature for customers of this
Workspace. Users may also achieve this same result if they clicked the Customer Service
Portal button from the final step of the Workspace Setup Wizard. When you click the
Customer Service Portal radio button, the page changes to provide you with the
appropriate options.
Other options for the Customer Service Portal include:
•
Enabling Customer Service Portal
•
Defining Login Type
•
Creating a Welcome message
•
Defining the Available Options
•
Selecting and customizing the icons for the toolbar
•
Define the entry point for the portal
Refer to the Numara FootPrints Reference Manual for further information on defining these
aspects of the Customer Service Portal.
Roles
FootPrints comes with a number of built-in permission roles (also called "user types") to assign to
users of the system. Each role includes a variety of permission options that dictate what users can
and cannot do within a FootPrints Workspace. Options include creating and editing Issues, access
to searches and reports, adding to the Knowledge Base, and more. The administrator can define
and change which actions users of that role type can perform. In addition, an unlimited number
of custom roles can be created.
There are two categories of roles in FootPrints. They are:
•
Agents—These roles apply to full-strength users of FootPrints, such as help desk agents,
customer service representatives, technicians, developers, project managers, etc. Users
that can be added to an Agent-based role must have an Agent or administrator-strength
license, either fixed or concurrent.
•
Customers—These roles apply to end-users of FootPrints, such as external customers,
internal clients, employees, outside vendors, etc.
NOTE
This feature is optional. If you do not want to set permissions for different sets of users (for
example, if you have a small department using the Workspace, all of whom fit into one or two
categories), then the built-in roles that come with FootPrints may be sufficient. This feature is
useful for creating very detailed permissions for different levels of users or can be used to change
just one or two options for a set of users. It can also be used to create special permissions for a
single user.
Creating System vs. Workspace Roles
Roles can be defined at both the workspace and system level. System roles are not automatically
assigned to users. Instead, they can be created by the System Administrator to be used by
Workspace Administrators in their workspaces. This is an easy way to create standard roles that
can be maintained in one place and are constant throughout the system.
158
FootPrints Administration Manual
•
To create a system role, select Administration | System | User Roles from the FootPrints
Toolbar. Once a system role is created, it can be linked from the Workspace User Role
page.
•
To create a Workspace role, select Administration | Workspace | User Roles from the
FootPrints Toolbar. Once a role is created, one or more users can be assigned to that role
on the Add/Edit Agent or Customer pages.
Built-in Roles
On the User Roles administration page, a list of roles is listed in a drop-down box. If no custom
roles have been created, the list only includes the built-in roles. These are the roles that come with
FootPrints.
They include:
•
•
Agents
ƒ
Agent
ƒ
Workspace Administrator
ƒ
System Administrator
Customers
ƒ
Read Knowledge Base
ƒ
Read Knowledge Base and Requests
ƒ
Read/Submit
ƒ
Read/Submit/Edit (Only available if the Customer Edit license is enabled).
Refer to User Types for an explanation of these built-in roles.
Create a Role
To create a new role, click the Create New Role buttonfrom the System or Workspace
Administration User Roles page.
•
To create a system role, select Administration | System | User Roles from the FootPrints
Toolbar. Once a system role is created, it can be linked to from the Workspace User Role
page.
•
To create a Workspace role, select Administration | Workspace | User Roles from the
FootPrints Toolbar. Once a role is created, one or more users can be assigned to that role
on the Add/Edit Agent or Customer pages.
This topic discusses the following:
•
Create a New Role from Scratch—Create a new custom role type to apply to one or more
Agents or Customers.
•
Copy an Existing Role—Copy the properties of an existing role (custom or built-in) to use
as the template for a new custom role.
•
Link to a System Default Role—Use a system role in the current Workspace (not available
on the System Administration User Roles page).
159
FootPrints Administration Manual
Create a New Role from Scratch
1.
Select Administration | System | User Roles or Administration | Workspace | User Roles
from the FootPrints Toolbar.
2.
Enter the name for the role in the Name of role field. This is the name displayed on the Add
Agent or Add User pages when selecting a role for a user.
3.
Select the role type (Agent or Customer) by clicking the appropriate radio button. The role
created can be applied to either Agents or Customers. An Agent is anyone with a fullstrength license (fixed or concurrent). These users can potentially create, update, and close
Issues, get assigned to and change the status of Issues, add to the Knowledge Base, etc. A
Customer is a user of the Customer Self-service interface, i.e., someone who has a problem
or question that needs attention. These users can potentially submit and track their own
Issues and search the Knowledge Base. Refer to User Types for more information.
4.
Enter your administrator password and then click
GO. The User Role Properties page is
displayed, pre-filled with the options from the originating role or with the default values.
5.
Select the permission options desired for the role. The options available are different for
Agents and Customers.
6.
Details for setting Agent permission options can be found in Agent Permission Options.
Details for setting Customer permission options can be found in Customer Permission
Options.
7.
When you are finished selecting permission options, enter your password and click
All users who are assigned the role inherit the permissions selected for that role.
GO.
Copy an Existing Role
The properties of an existing role (custom or built-in) can be used as a template for a new custom
role. This is useful if you want to make a new role that is similar to an existing role, with only a few
changes.
To copy a role:
1.
Select Administration | System | User Roles or Administration | Workspace | User Roles
from the FootPrints Toolbar.
2.
Select a role from the Role to copy drop-down list in the Copy an Existing Role section of the
page. All roles, including system roles, those from the current Workspace, and those from
other Workspaces are listed.
3.
Enter the name for the role in the Name of New Role field. This is the name displayed on
the Add Agent or Add User pages when selecting a role for a user. The name entered must
be different from the originating role.
4.
Enter your administrator password and then click
GO. The User Role Properties page is
displayed, pre-filled with the options from the originating role or with the default values.
5.
Modify the permissions for the new role as needed. Modifying the permissions for this role
does not affect the originating role; it is used as a template only.
6.
Details for setting Agent permission options can be found in Agent Permission Options.
Details for setting Customer permission options can be found in Customer Permission
Options.
7.
When you are finished, enter your password and click
the role inherit the permissions selected for that role.
GO. All users who are assigned
NOTE
The new role and the original role used as a template are not linked in any way. Changes made
to one do not affect the other. The exception to this is linking to system default roles.
160
FootPrints Administration Manual
Link to a System Default Role
NOTE
This option is not available on the System Administration User Roles page.
The System Administrator can define system roles that remain constant throughout all
Workspaces. For example, a standard "Director" role can be created for the system that gives the
same level of permission to users assigned to that role no matter which Workspace they are in.
While system roles are created by the System Administrator, they are not put into use until a
Workspace Administrator links to one from his or her Workspace.
To link to a system role:
1.
Select Administration | System | User Roles or Administration | Workspace | User Roles
from the FootPrints Toolbar.
2.
In the Link to a System Default Role section, select a system role from the drop-down list. All
system roles that are not yet linked to from the current Workspace are listed.
3.
Enter your administrator password and then click
GO. The role is now available in the
Workspace and can be selected when creating or editing a user.
Editing a Linked System Default Role
To keep a system role constant throughout all workspaces, it should only be edited by the System
Administrator on the system User Roles page. A linked role can be edited by the Workspace
Administrator from the Workspace User Roles page, but this unlinks the role from the system.
Refer to Edit Roles for more information.
Agent Permission Options
The permission options available for Agents can only be modified by an administrator. The page
from which these permissions are modified is accessed by selecting Administration | Workspace |
User Roles or Administration | System | User Roles, then selecting an Agent role from the dropdown list, and then clicking the Edit Role Properties button. This topic in the document describes
the sections of the page and the options for each section.
NOTE
Some of these options were formerly available on the Workspace Options page (v5.6.1 and
below), where they applied to all Agents.
1.
Read Permissions—These options determine which Issues the user can view and search in
the Workspace. There are three options:
•
Can only view their own assigned Issues—The user can only view Issues to which he is
assigned.
NOTE
Users can also always see Solutions and Customer Requests.
•
Can only view Issues that are assigned to them or to their team—The user can view Issues
that are assigned to him and those Issues that are assigned to his Team (only applies if
the user is a member of a Team).
•
Can view all Issues in the workspace—The user can view all Issues in the Workspace
regardless of assignment.
2.
Field Permissions
•
Built-in Fields
ƒ
Create Issue—Options are for when agents create new issues only.
161
FootPrints Administration Manual
ƒ
ƒ
•
3.
Specifying Assignees—Options are Allowed (agent may specify assignees) or Not
Allowed.
ƒ
Create New Issues With Statuses Of—Specify which statuses the agent may select
when creating a new issue. Check as many boxes as appropriate.
ƒ
Descriptions are mandatory for new Issues created with Statuses of—Require an
entry in the Description field when a new issue is created with the specified
status. Check as many boxes as appropriate.
Edit Issue—Options are for when agents edit an existing issue only.
ƒ
Editing Title—Options are Allowed (to edit the Title field) or Not Allowed.
ƒ
Editing Priority— Options are Allowed (to edit the Priority field) or Not Allowed.
ƒ
Editing Assignees—Options are Allowed (to edit the Assignees field) or Not
Allowed.
ƒ
Change Status—Options are Any, None, or Selected. If Selected is chosen, a grid is
displayed. Specify which statuses the agent can change from and to using the
checkboxes in the grid. Check as many boxes as appropriate. The vertical list of
statuses are the current statuses and the horizontal list shows the statuses to
which the agent may change the value. For example, you may not want a
custom agent role to have permission to close an issue. In that instance, you
would uncheck the Closed checkboxes in all instances. On the other hand, you
might have as status for requiring an approval before an issue is closed, in which
case you would only check a Closed checkbox permitting the issue to go from
Approved to Closed.
ƒ
Editing Inactive (a special Status used only for Subtask Sequencing)—Options are
Allowed (to edit a subtask that is currently inactive) or Not Allowed.
ƒ
Mandatory Description Appends—Options are Any, None, or Selected. If Selected
is chosen, a grid is displayed. Specify when an entry in the Description field is
required using the checkboxes in the grid, i.e., require a description entry when
the status is changed from one status to another. Check as many boxes as
appropriate. The vertical list of statuses are the current statuses and the
horizontal list shows the statuses to which the agent may change the value. For
example, you may require a description entry when the agent changes the status
of an issue from Open to Closed.
Ordering Subtasks—Options are Allowed (to set a subtask sequence) or Not Allowed.
Custom Fields—Refer to Field-level Permissions for Custom Fields for details.
Issue Creation—These options all concern Issue creation.
•
Creating New Issues—This option determines if the user can create new Issues from
scratch, including regular Issues and Quick Issues.
•
Copy/Move Issues—If this is allowed, the user can copy Issues within the same
Workspace or copy or move Issues to another Workspace. This is useful in creating an
Issue in which the information is repeated.
•
Creating New Global Issues—If this is allowed, the user can create Global Issues for
important or frequently reported Issues.
•
Can use the following quick Issue templates—Optionally exclude some Quick Issues from
Agents. By default, all defined Quick Issues are defined for Agent access.
4.
Edit Permissions—These options relate to the editing of Issues, Requests, and other Issue
types by the user.
•
162
ƒ
Editing Issues—Which Issues can the user edit:
FootPrints Administration Manual
ƒ
Can only edit their own assignments—The user can only edit Issues assigned to him.
ƒ
Can edit Issues that are assigned to their own Team—The user can edit Issues
assigned to him and those assigned to his Team (if he belongs to a Team).
ƒ
Can edit any Issue without being assigned—The user can edit all Issues in the
Workspace regardless of assignment.
ƒ
Editing Requests—The user can edit Customer Requests (those that haven't been
assigned yet) without actually taking them (i.e., without assigning themselves).
ƒ
Editing Public Solutions—The user can edit existing Solutions in the public
Knowledge Base.
ƒ
Editing Internal Solutions—The user can edit existing Solutions in the internal
Knowledge Base.
NOTE
The two previous options do not apply to Pending Solutions, only to published Solutions.
Whether an Agent can edit a Pending Solution is based on whether the Agent is an Approver
and whether the Agent is the one who submitted the Solution for approval. Refer to Knowledge
Base Approvals for more information.
•
Taking Issues—"Taking" refers to an Agent editing an Issue to which he is not assigned
and assigning that Issue to himself. There are three options:
ƒ
Cannot take any Issues—Taking is not allowed for the user.
ƒ
Can take Issues that are assigned to their own Team—The user can take Issues that
are assigned to his Team (if he is a member of a Team).
ƒ
Can take any Issue—The user can take any Issue in the Workspace.
NOTE
If a user has edit rights to Issues, this overrides the Taking option.
•
Taking Requests—If this is allowed, then the user can take new Requests submitted by
Customers and work on them (and at the same time assign himself).
•
Deleting Issues:
•
5.
ƒ
Agents cannot delete any Issues
ƒ
Agents can only delete Issues that they submitted
ƒ
Agents can delete any Issue
Can use the following Quick Actions from the Homepage—Only the checked Quick
Actions are displayed in the Quick Action dialog on the homepage for the agent role
being edited. All checkboxes default to being checked (all actions are allowed).
Knowledge Base—These options determine whether the user can create Solutions in the
Knowledge Base. There are two types of Solution: Public (which Customers and Agents
can view) and internal (only Agent users can view)
•
•
There are two permission options, one for each Solution type:
ƒ
Ability to add to the Public Knowledge Base
ƒ
Ability to add to the Internal Knowledge Base
For each type of Solution, there are three options plus another permission:
ƒ
Yes—User can create Solutions which are published immediately.
163
FootPrints Administration Manual
ƒ
Needs Approval—User can create Solutions, but they need to be approved by an
Approver (an Administrator or other Workspace Member) before they can be
published to the Knowledge Base.
ƒ
No—User cannot create Solutions of this type.
ƒ
Ability to change Status within pending Statuses—User can change the status within
statuses that are pending but not approved.
NOTE
If Needs Approval is selected for one of the Solution types, you must designate one or more
Knowledge Base Approvers for the Workspace. This is done on the Workspace Administration |
Knowledge Base page.
6.
Address Book—These permission options relate to creating and editing contacts in the
FootPrints Address Book.
NOTE
These options do not apply if an LDAP or SQL Address Book is used in the Workspace.
•
Creating new Contacts—The user can create new contact records in the Address Book
for the current workspace.
•
Can Edit—If All Contacts is selected, the user can edit any contact record in the Address
Book for the current workspace. If Only Contacts that they created is selected, the user
can only edit contact records that they originally created in the Address Book. If the user
cannot create new contacts and Only Contacts that they created is selected, the user
cannot edit any contacts.
•
Can View Contacts
Can view all contacts in the Address Book
ƒ
Can view only contacts with the same organizational unit as the Agent. The Agent
must be added to the Address Book in order for this role property to work correctly.
The organizational unit field must be populated for the Agent and the Agent’s
account ID must match the User ID field in the Address Book.
ƒ
Cannot view contacts
•
Creating new Master Contacts—Options are Allowed or Not Allowed.
•
Editing Master Contacts—Options are Allowed or Not Allowed.
7.
Searching and Reporting—This set of permission options determines what access the user
has to searches and reports. Depending on what is selected, the user's toolbar is updated to
show only permitted report and query options. Also, the data returned in the searches and
reports is determined by their Read Permissions (see above). The following options are
available:
•
164
ƒ
Custom Reports
ƒ
No Access—User cannot access custom reports.
ƒ
Personal Reports Only—User can create, run and save reports for himself, but has no
access to Shared reported created by other users.
ƒ
Run Shared Reports Only—User cannot create, run, or save their own custom reports,
but can run shared reported created by other users.
ƒ
Personal Reports (Full Access) and Run Shared Reports—User can create, run, and
save their own custom reports and can run shared reported created by other users.
ƒ
Personal and Shared Reports Full Access—User can create, run, and save their own
custom reports and can create, run and save shared reports for other users.
FootPrints Administration Manual
NOTE
The data that is returned in these reports is based on the user's Read Permissions. For example, if
the user can only view his own Team's Issues, any custom reports he runs (personal or shared)
returns only his Team's data.
•
Cross-workspace Reports—Same options as Custom Reports. User can run crossworkspace reports that include data from any workspace to which the user belongs.
NOTE
This option applies to the current workspace. If Cross-workspace Reports are not allowed for the
user in the current Workspace but are allowed in another one of his workspaces, the user can run
a cross-workspace report from the other Workspace that contains data from this Workspace.
•
Address Book Reports—Same options as Custom Reports.
•
Issue Searches
•
ƒ
Personal Searches Only—User can only run, save, and edit personal searches.
ƒ
Personal Searches and Run Shared Searches—User can run, save, and edit personal
searches, and can run shared searches created by other users.
ƒ
Personal and Shared Searches Full Access—The user can run, save, and edit personal
searches and shared searches for other users.
Cross Workspace Issue Searches—Search Issues across the Workspaces to which the
Agent has access. Same options as Issue Searches.
NOTE
The data that is returned in these searches is based on the user's Read Permissions. For example, if
the user can only view his own Team's Issues, any custom searches he runs (personal or shared)
only returns his Team's data.
•
Address Book Searches—Same options as Issue Searches.
•
Time Tracking Reports
ƒ
No Access—User has no access to Time Tracking reports.
ƒ
Full Access—User has full access to Time Tracking reports.
•
Metric Reports—Same options as Time Tracking reports.
•
Flashboard—User has access to the personal flashboard, the Workspace flashboard, or
both.
NOTE
This option is not dependent on the user's Read Permissions. The user can access all data in the
Workspace for Metric reports.
8.
Time Tracking
•
See Time Tracking Info for Other Users—User has access to time tracking information for
other internal users.
•
See Rate and Cost Info—User has access to rate and cost information for other internal
users.
•
Edit existing Time Tracking entries—Choices are Allowed or Not Allowed.
9.
Change Management
•
View all change management history—The user has access to the change management
history information.
165
FootPrints Administration Manual
•
Ability to override approval/disapproval voting—The user can override the votes in any
phase of any change management process and end the phase immediately. This
removes the override ability from the Issue pages, but Workspace Administrators can still
override votes by selecting Administration | Workspace | Change Management, then
selecting the Issue Approval States link on the Change Management page, and then
selecting a voting option from the drop-down menu in the Override column of the table.
This Workspace Administration function is not a true voting function, but an
administration function to move an Issue within a phase.
•
Miscellaneous
•
Instant Talk—If Instant Talk is enabled for the Workspace and this option is enabled, the
user can initiate a chat session with other users.
•
Numara Remote—If this add-on module is licensed, enable or disable the use of it for the
role.
•
Workspace Administration—Workspace Administration rights can optionally be given to
the users of this custom role.
•
Workspace Administration Rights—Check the boxes to specify the functions that this role
can administer as a Workspace Administrator.
•
CMDB Access—If this add-on module is licensed, disabling this for the role means the
CMDB button is not displayed in the FootPrints toolbar, effectively preventing any access
to the CMDB homepage and any functions that page provides.
•
Workspace Calendar—User can create and edit appointments in the Workspace
Calendar. Users can always create and edit appointments in their Personal Calendars. In
addition, users can edit an appointment in the Workspace Calendar if they are an invitee
of the appointment, regardless of this permission option.
•
Change Personal Preferences—Choose Yes to allow users with this role to set their own
password, time zone, date format, screen size setting, and language and delete their
login cookie from the Preferences page or choose No to deny the privilege.
•
FootPrints Sync—Select whether users with this role can download the FootPrints Sync
client.
•
FootPrints Dashboard—Specify the maximum number of dashboard components for
Agents in this Workspace. The maximum number that an administrator can specify is 10
and the minimum is 1.
10. When you are satisfied with the permissions selected for the role, enter your password and
GO . All users who are assigned the role inherit the permissions defined.
click
Field-level Permissions
Field-level permissions, as a rule, are not likely to be created as part of an initial design. Rather, it is
expected that the Issues page will be created first, and then a need for field-level permissions will
be found. At that point, an administrator will go back and either create a new field that is to be
restricted to specific roles or restrict an existing field to certain roles. In addition, it is not expected
that new roles will be created to accommodate field-level permissions. However, while adding
roles to accommodate field-level permissions is not expected, this section describes how
permissions are applied to existing fields, creating new fields to be restricted with field-level
permissions, and creation of new roles to accommodate field-level permissions, just so that all the
bases are covered.
166
FootPrints Administration Manual
Customer Permission Options
Customer permissions can be set if you have a Customer license. You can define multiple roles for
your Customers using the built-in Customer roles and then define different permission sets for
each role. Note that roles are not available if you are using the Customer Service Portal.
The permission options available for Customers can only be modified by an administrator. The
page from which these permissions are modified is accessed by selecting Administration |
Workspace | User Roles or Administration | System | User Roles, then selecting a Customer role
from the drop-down list, and then clicking the Edit Role Properties button. This topic in the
document describes the sections of the page and the options for each section.
NOTE
Some of these options were formerly available on the Customer Options screen (v5.6.1 and
below), where they applied to all Customers.
1.
Requests—These options determine what the user can do with Requests.
•
•
Viewing Requests—There are three options:
ƒ
Can only view their own Requests—The user can only view his own Requests,
including those entered by him via the web, email, or entered by an Agent for him
(based on the user's primary key).
ƒ
Can view their own Requests and their Organization's Requests—The user can view
his own Requests and those of his Organizational Unit (only applies if an
Organizational Unit field is enabled in the Address Book).
ƒ
Cannot view Requests—The user has no access to Requests. This option is appropriate
if the user only needs to search the Knowledge Base.
Creating Requests—There are several options:
ƒ
Creating Requests—User can create new Requests via the web interface for himself
only. This is the default for Customer Read/Submit and Customer Edit roles.
NOTE
Customers cannot enter Requests for other users. If you would like to create a role that allows the
user to create Requests for other users, be assigned to Issues, etc., you must create an Agent role.
ƒ
Entering Priority of Requests—Customer users can optionally enter a priority when
creating Requests (disabled by default). If this is not allowed, the default priority for
the workspace is assigned automatically when the user submits a Request. This
option only applies if the user is allowed to create Requests.
ƒ
Change Priority of Requests—Customer users can optionally change a priority when
editing an existing Request (disabled by default). If this is not allowed, the default
priority for the workspace is assigned automatically when the user submits a Request.
This option only applies if the user is allowed to create Requests.
ƒ
Update Contact Info—User can update his own contact information when submitting
a Request, which then updates the Address Book. This option only applies if the user
is allowed to create Requests and if the FootPrints Address Book is used (does not
apply to LDAP or Dynamic SQL Address Books, which are read-only).
ƒ
Can add CC: addresses to Requests—Customers can add email addresses that
FootPrints includes in the list of Request recipients. They do not have to be email
addresses of FootPrints users.
ƒ
Can use the following quick Issue templates—Customers can use specified Quick Issue
templates, like Password Reset. Customers do not have access to Master/Subtask
Quick Issues.
167
FootPrints Administration Manual
Editing Requests—With a Customer Edit License, customers can edit public
Read/Write/Edit fields as defined by the Workspace Administrator.
ƒ
Closing Requests—Allow customers to change their own request status to Closed.
•
Global Issues—Customer can subscribe to Global Issues created by Agents or
administrators.
•
Enable HTML Description Editor—Allows customers to use the same HTML Description
Editor available to agents. The Description Editor provides a richer range of functions for
changing the appearance of text, such as colors, indents, font changes, etc.
2.
Field Permissions
•
Default permissions—The workspace-wide field permissions defined on the field
maintenance and advanced field permissions pages are applied.
•
Advanced Permissions (based on Status)—If you select Advanced Permissions, the
controls are displayed to set advanced field permissions based on status for this role.
Those permissions supercede the advanced field permissions set for the workspace as a
whole. For details on setting advanced field permissions, refer to the topic on Advanced
Field Permissions.
3.
Reports
•
Run Pre-defined Reports—Allow customers to run pre-defined reports.
•
Create Custom Advanced Reports—Allow customers to create their own custom reports.
This would require customers to be fairly sophisticated in their understanding of
FootPrints reports.
•
Allow Running "large" Reports—If there are more than 750 issues in the report, FootPrints
considers it large.
4.
168
ƒ
Miscellaneous
•
Instant Talk—If Instant Talk is enabled for the Workspace and this option is enabled, the
user can initiate an Instant Talk chat session with an available Agent. If it is disabled, the
Instant Talk option is not available for the Customer on the FootPrints Toolbar.
•
Knowledge Base—User can search the public Knowledge Base and has access to the
public FAQs. Customers can never view internal Solutions.
•
Initial Content—The Homepage that Customers see when they first log into FootPrints
can be customized per role. Under certain circumstances, this role property may not
function. For example, this property may not function if browse mode is enabled or the
login method is primary key only. The options are:
ƒ
All Solutions—All Knowledge Base solutions.
ƒ
My Requests—A list of the user's personal requests is displayed.
ƒ
My Service Requests—A list of the user's Service Catalog requests is displayed. This
only applies if you have the Numara Configuration Management add-on module and
Service Catalog has been enabled.
ƒ
My Organization's Requests—A list of the user's Organizational Unit's requests is
displayed.
ƒ
Submit Request—The Submit Request form is displayed.
ƒ
Service Catalog—The initial Service Catalog page. This only applies if you have the
Numara Configuration Management add-on module and Service Catalog has been
enabled.
ƒ
Global Issues—A list of Global Issues is displayed.
FootPrints Administration Manual
ƒ
Knowledge Base Categories—Select the Knowledge Base category. The list of Issues
that are in that category is displayed.
•
Customer Service Portal—If the Customer Service Portal is enabled, the options for
customizing the toolbar are displayed on this page. Refer to the topic on Customer
Service Portal administration for details.
•
Customer Welcome Message—The Welcome message displayed at the top of the
Homepage can be customized per role. This is a good place to communicate to users of
that role what they can do in FootPrints, how they can get help, important messages,
etc. The message can contain any text and can also contain the following variables for
the user's name, etc.:
Variable
_FROMNAME_
Description
_USERNAME_
_ADMINEMAIL_
_PROJNAME_
User's name
Email “from” name (if different from
“FootPrints”)
Workspace Administrator's email address
Workspace Name
Customer Welcome message variables
•
Change Personal Preferences—User can change his own preferences, including
changing password, time zone for date/time display, date format, screen size setting, and
language.
•
Service Catalog Access—If the Configuration Management Service Catalog feature is
enabled, you can decide whether a Service Catalog link is displayed in the workspace
toolbar.
NOTE
Change Personal Preferences only applies to unique customer accounts; shared accounts do not
display a Preferences option to the customer.
5.
When you are satisfied with the permissions selected for the role, enter your password and
GO. All Customers who are assigned the role inherit the permissions selected.
click
Assign Roles to Users
Once a custom role is created, users can be assigned to the role in the following ways:
•
Edit Role Membership (described below)—From the Roles Administration page, you can
assign one or more users to a role.
•
Add Agent—On the Add Agent page, all Agent roles are available to assign to a newly
created Agent.
•
Edit Agent—On the Edit Agent page, all Agent roles are available to assign to an existing
Agent.
•
Add Customer—On the Add Customer page, all Customer roles are available to assign to
a newly created Customer.
•
Edit Customer—On the Edit Customer page, all Customer roles are available to assign to
the existing Customer.
•
Auto-Add Customers—Auto-added Customers can be assigned to any custom or built-in
role.
•
User Import—Users imported from a comma-delimited text file can be assigned any builtin or custom role.
169
FootPrints Administration Manual
Refer to the individual topics listed above for complete instructions on adding/editing users with
the various methods.
Edit Role Membership
Once you have created a role, you can assign one or more users to that role from the Edit Role
Membership page. This allows you to quickly assign and re-assign multiple users at once to a role.
1.
To use this feature:
2.
Select Administration | Workspace | User Roles from the FootPrints Toolbar.
3.
On the User Roles administration page, select a role from the drop-down list and click Edit
Role Membership. The Role Membership page is displayed. This page lists the current users
who belong to the role on the left in the Members field and other Workspace members on
the right in the Other Workspace Members field. The other Workspace members are listed
with their current assigned Role.
4.
To:
•
Assign a user to this role, select the name from the Other Workspace Members field and
click the left arrow button. The user's name is displayed in the Members field.
•
Unassign a user from this role, select the name from the Members field and click the right
arrow button. You are prompted to reassign roles on the next page for any users
unassigned on this page.
A summary of the changes you've made are listed in the box below for your reference.
5.
When you are finished assigning and unassigning users to and from this role, enter you
GO.
password and click
6.
If any users were unassigned from the role on the previous screen, a list of users is
displayed, each with a drop-down list of roles. Select the new role for each user, then click
GO.
The users now have the permissions of the new roles assigned to them. You can change their role
at any time from this page or from the Edit Agent page.
Agent Preferences Template
The Agent Preferences Template enables the workspace administrator to create a template for
user preferences. The template applies to a user role or roles. For example, the workspace
administrator might specify some columns to be displayed on the homepage for help desk agents
and a different set of columns to be displayed for supervisors. Users can change those preferences
individually on their User Preferences page.
There are two basic steps for Agent Preferences Templates. First you must create a template or
templates and then you must assign the template or templates to the user roles. After that, you
can edit the templates and reapply them or delete templates as needed.
Create Agent Preference Template
To create an agent preferences template:
1.
Select Administration | Workspace from the FootPrints Toolbar. The Workspace
Administration page is displayed in the main frame.
2.
Select Agent Preferences Templates under the Roles heading in the main frame. The Agent
Preferences Templates page is displayed in the main frame.
3.
Click the Add button Create/edit Templates section of the main frame. The Create New
Template page is displayed in the main frame.
170
FootPrints Administration Manual
4.
In the first section of the page, named Create New Template, enter a name for the template
in the Template Name field.
5.
In the Homepage List Preferences section, set the preferences for the list of Issues that is
displayed in the main frame of the Workspace homepage. For a complete description of the
options in this section, refer to the Homepage List Preferences topic.
6.
In the Issues section, select the preferences for how Issues are displayed, whether
spellchecking is enabled in the Description section of Issues, etc. For a complete description
of the options in this section, refer to the Issue Preferences topic. The only exception is that
the Agent Preferences Template does not include the Quick Descriptions/Signatures option.
7.
In the Security section, the security option restricts others from updating an agent's
assigned Issues (for example, if the agent is away from his or her desk) by requiring a
password. If enabled, a password is required each time the agent creates or edits an Issue.
Refer to for complete details.
8.
In the FootPrints Sync section, specify whether the role(s) to which this template applies use
the FootPrints Sync feature or one-way synchronization with Outlook. From the link, you
can customize the FootPrints Sync options. Refer to Numara FootPrints Sync for complete
details on the settings that apply to this feature.
9.
In the Misc. section, choose whether to allow customers to initiate an Instant Talk session
with the agent. It Instant Talk is set to Not Allow, the agents are still able to initiate
Instant Talk sessions with one another.
NOTE
This option only applies if Instant Talk is enabled.
10. When all options are set, enter the password in the Apply Changes section and click the GO
button. This creates the template. The template has not yet been applied to any roles,
however. To apply the template to a role, return to the Agent Preferences Templates page.
Refer to the Assign Template to Role topic for details.
Assign Template to Role
Once you have created a Agent Preferences Template, you can assign the template to a role or
roles so that the preferences take effect. To do so:
1.
Select Administration | Workspace from the FootPrints Toolbar. The Workspace
Administration page is displayed in the main frame.
2.
Select Agent Preferences Templates under the Roles heading in the main frame. The Agent
Preferences Templates page is displayed in the main frame.
3.
All of the roles in the current workspace are listed in the Assign Template to Role section.
Use the drop-down fields to the right of the roles to select the template assigned to each
role or leave the drop-down set to None (i.e., no template will be applied).
4.
To the right of each drop-down menu is a checkbox to update the user preferences for
existing users. If you leave that box unchecked, the preferences of current agents and/or
customers remain unchanged. If you update the existing users, all of the user preferences
for the selected roles will be changed to the values you selected for that template. This
could cause some unhappiness with your current users, so exercise caution in checking this
box. Regardless of whether you choose to update existing users, templates are applied to
any users who are added to the workspace after you assign templates to roles.
5.
Complete the assignment by entering the administrator password into the Password field
and clicking the GO button.
171
FootPrints Administration Manual
172
FootPrints Administration Manual
Chapter 12: Email Management
FootPrints' Email Management feature gives you many capabilities to use in conjunction with the
web interface. The system can send customized email notifications to users and process incoming
email submissions and updates. Users can submit, track, update, and query Issues from any email
client, including Microsoft Outlook and Lotus Notes.
The email notification feature includes extensive rules for when notification mail is sent to users
regarding their Issues, what the emails contain, notification to Agents and administrators
regarding automatic escalation, etc. Outgoing email notification requires an SMTP mail server
that is accessible to the FootPrints server. The incoming email feature allows users to send email
to FootPrints, which are converted into new Issues, allows users to update their Issues via email,
and supports email queries. This feature requires at least one POP3 or IMAP account set up for
the exclusive use of FootPrints.
This chapter contains the following sections:
•
System Administration
ƒ
•
Incoming Email Management
Workspace Administration
ƒ
Outgoing Email Management
ƒ
Incoming Email Management
ƒ
Email Filters
System administration
System email notification settings are configured under Administration | System | Features |
Email | Email Notification.
•
Enable Email Notification—When disabled, no email notification is sent by FootPrints. This
overrides any Workspace settings or user preferences that may be set. This option is
useful if you can't connect to a mail server.
•
SMTP Server—Specify the SMTP server (Windows only).
•
Default Reply Address—This is the address that is displayed in the From and Reply to
fields of all outgoing notification email sent by FootPrints. Any direct replies to FootPrints
173
FootPrints Administration Manual
notification email go this address. Individual replay addresses can also be specified for
individual Workspaces. Refer to Incoming Mail Setup for additional information.
•
Default “From” Name—Specify a name here for mail sent by FootPrints. This is the name
displayed in the From field of email notification. By default, this is FootPrints. This name
can be changed, for example, to your company or department name. Different From
names can be defined for individual Workspaces. Refer to Incoming Mail Setup for
additional information.
•
Default “Domain” Name—Specify a domain for mail sent by FootPrints. This is the email
domain that is added on to email addresses where the user has no domain specified. For
example, if customers are configured to only enter their email ID names (e.g., jsmith) and
your organization’s email domain is @widget.com, enter widget.com here and FootPrints
appends that domain when sending an email to a user, e.g., jsmith@widget.com.
•
Default Sendmail Command (UNIX/Linux only)—Specify a sendmail command here for
mail sent by FootPrints (UNIX and Linux only). This is the sendmail command Footprints
uses if you use something other than the Unix/Linux sendmail program for email
processing.
•
Pager/Wireless Servers—Define certain email domains that should receive shortened
email notification. Enter the email domains that FootPrints should recognize for sending
mail to wireless devices. Any email notification that goes to these domains follows the
email format defined on the Email Preferences page (in Workspace Administration) for
pager/wireless. Enter a space-separated list of domains, e.g., palm.net skytel.net
motorola.com.
•
Send Introduction Email—If this option is selected, users can receive an introductory
email the first time a notification email is sent to their email address. Formatting
Introduction Email
•
Mass Mail—The Mass Email feature allows you to send a broadcast email to contacts in
the Address Book. Mass Mail Settings
Once you finish updating the Mail Preferences page, enter your password and click
activate the changes.
GO to
Incoming Email Management
FootPrints Incoming Email Management can be configured to process incoming email
submissions. Users can create Issues, update Issues, and submit queries via email. At least one
POP or IMAP email account must be created on your email server for the exclusive use of
FootPrints. One email account can also be specified for each Workspace. This section describes
how to set up the incoming email feature for Windows and UNIX.
Incoming email is configured for the entire system by selecting Administration | System | Features
| Email from the FootPrints Toolbar. Some incoming email preferences can also be configured
per Workspace.
The following options are covered in this topic:
System Incoming Email Preferences
174
•
System Incoming Email Preferences
•
Incoming Email Setup
•
Other System Incoming Email Preferences
ƒ
Customer Response flag
ƒ
Incoming mail size
FootPrints Administration Manual
ƒ
Recovering Lost Incoming Email
System Incoming Email Preferences
•
Configure Incoming Email—Define email account(s) for processing incoming email
submissions from users.
•
Debug Incoming Mail—This option enables incoming email debugging, allowing
Numara Software Support to assist you in finding configuration or other incoming email
problems.
•
Choose Error Notification Address—When an incoming mail processing error occurs, an
error message is sent to the submitter of the email. In addition, an email is sent to a
System Administrator and the text of the original submitted email is saved to a file on the
server. In this section, choose which administrator should receive these emails. If Ignore
Errors is selected, an error message is still sent to the submitter, but no error message is
sent to a System Administrator and the mail is not saved.
•
Mail Filters—Optionally create a list of phrases which are used to reject incoming email
messages, as in "vacation" messages.
After you finish updating the Mail Preferences page, enter your password and click
activate the changes.
GO to
Incoming Mail Setup
Incoming email must be configured before users can submit Issues via email, update Issues via
email, reply to Issues via email, or submit email queries to the database. At least one POP3 or
IMAP email account must be set up for the exclusive use of FootPrints. Otherwise, FootPrints
deletes the mail from the POP3 account, but won't enter it as a request and the mail is lost.
To configure email, select Administration | System | Features | Email from the FootPrints Toolbar.
GO. One email account can be
In the section entitled Incoming Mail Setup Feature, click
configured for whole system or individual email accounts can be associated with each Workspace
on this page.
Configure Incoming Email
1.
Create a mail account on your mail server. This must be done on your mail server and not
from within FootPrints. For example, you could make a new mail account called support on
your mail server. In this example, all mail sent to support@myserver.com is automatically
processed by FootPrints.
2.
Ensure that you have created at least one customer account. Incoming mail from external
users does not work without this.
3.
Select Administration | System | Features | Email from the FootPrints Toolbar.
4.
In the Incoming Email section, click the Configure Incoming Email button.
5.
Click
6.
Select the mail retrieval protocol: IMAP (Internet Message Access Protocol), POP (Post Office
Protocol), or IMAP/SSL (IMAP/Secure Socket Layer).
Add on the Incoming Email Setup for FootPrints page.
NOTE
Client certificates are not supported. FootPrints supports SSLv2 and SSLv3.
7.
Enter the POP/IMAP mail server name for your organization either as a DNS name or IP
address, e.g., mail.myserver.com or 123.33.44.55.
8.
Enter the support email account name, e.g., support.
175
FootPrints Administration Manual
IMPORTANT
Do not enter your own email account in this field. Any email sent to the account specified here is
processed by FootPrints as incoming email. If you enter your own email address, any email sent to
your account, regardless of the source, will be processed by FootPrints automatically.
9.
Enter the password for the email account (must be entered twice).
10. Enter the default reply address for this account. We recommend entering the full email
address of the account specified above, e.g., support@myserver.com.
11. Enter the From name for this account. This name is used to populate the From of email
notifications, e.g., FootPrints or Widget Support.
12. Select a Workspace for this account. This is the default Workspace for incoming email for
the account specified above. If this is the only account defined for incoming email for
FootPrints, then all email goes into the Workspace selected here (unless the Workspace is
defined in the email subject in the form PROJ=n).
13. Enter your password and click
GO.
Additional accounts for other workspaces can be specified following the instructions above.
In order for incoming email to work properly, you must open the TCP Port associated with the
mail server and provide the Port numbers for IMAP and POP3. IMAP needs Port 143 and the
POP3 server needs Port 110.
NOTE
Incoming and Outgoing Email are processed by the FootPrints scheduling service. On Windows,
FPSchedule.exe is automatically set as a service on the FootPrints server. This service handles
incoming email, outgoing email notification, escalations, mass emails, and scheduled reports.
Editing and Deleting Email Accounts
Incoming email accounts can be changed and deleted from the Incoming Email Setup screen,
which is accessed by selecting Administration | System | Features | Email from the FootPrints
Toolbar and then, in the Incoming Email section, clicking the Configure Incoming Email button.
•
To change the properties of an account, click
values as desired.
Edit for that account and change the
•
To delete an account, click Delete for that account. The account is deleted. For UNIX,
the corresponding .forward file must also be deleted.
Other System Incoming Email Options
Customer Append Flag
When a high volume of FootPrints notification email is being sent, it may be desirable to flag
email notifications that are generated by a customer responding to an email. This can be
accomplished with the following change:
1.
Edit the C:\FootPrints\cgi\MRlocalDefs file (using WordPad).
2.
Add the following line to the file:
$CUSTOMER_PREPEND_EMAIL_SUBJECT = 'Customer Response:';
3.
Save the file, but do not save it with a .txt extension.
Now all email notifications received by Agents and administrators that are the result of a
customer response contain the words Customer Response in the subject of the mail.
176
FootPrints Administration Manual
Size Limits for Incoming Email
The size of incoming email, and email attachments, can be limited. This limit can be kept low to
handle possible email loops that may occur when an assignee’s vacation message is enabled. The
default limit is 200K.
To set limits for incoming email:
1.
Select Administration | System | System Preferences from the FootPrints Toolbar.
2.
To change the size limit for emails (not including attachments), enter a new value in the
Maximum Incoming Body Size field (in bytes).
3.
After changing the value, click
4.
File attachment sizes can be restricted under System | Features | Attachments.
GO.
Recovering Incoming Email
If FootPrints processes an incoming mail and fails while writing to the database, it generates an
error message similar to the following (the message is saved in the system log and possibly also
emailed to the System Administrator):
An email message submitted to FootPrints by mmarrison@test.com was not posted, due to an error code
of '78' . The sender has been notified. The contents of the email have been saved for you in the file
/usr/local/footprints/temp/IncomingMailErr_3511
Once you have resolved the problem and FootPrints is able to handle incoming mails again, you
can reintroduce the lost messages to FootPrints manually by following these steps:
1.
Open up a command prompt.
2.
If your are running Windows, add perl to your path:
set path=c:\footprints\bin\perl\bin;%path%
Once you have completed these steps, perform the following:
•
On UNIX:
/usr/local/footprints/cgi/MRincoming.pl < /usr/local/footprints/temp/IncomingMailErr_3511
•
On Windows:
perl c:\footprints\cgi\MRincoming.pl < c:\footprints\temp\IncomingMailErr_3511
Workspace Administration
Outgoing Email Management
FootPrints supports email notification for both technical Agent/administrator users and external
customer users. Notification emails are passed directly to your SMTP mail server (defined during
FootPrints installation). To change your SMTP server name, select Administration | System
|Features | Mail from the FootPrints Toolbar.
The following outgoing email management options are covered in this section:
•
Configure Email Templates
•
Custom Email Templates
•
Email Notification Rules
•
Default Email Address for Users
177
FootPrints Administration Manual
Configure Email Templates
Email notifications can be customized to include any Issue information, as well as custom canned
messages. Different templates can be created for assignees, customers, and people copied on
Issues. A special template can also be created for emails sent to wireless devices, such as pagers,
cell phones, or PDAs.
The standard FootPrints Email templates can be changed by selecting from the checkboxes and
options in the Contents of Mail grid. Completely custom templates designed in HTML or text are
also supported.
To configure email templates, select Administration | Workspace | General | Mail Preferences
from the FootPrints toolbar. Next to the heading Email Templates, click Configure Email
Notification Templates. A grid is displayed. It consists of many different options that can be
included in notification email (represented by rows) and five columns that indicate the type of
user/situation in which the option is to be enabled.
The columns are:
•
Field Name/Attribute—Lists the field types and options available to be included in
notification email.
•
Assignee—Options checked in this column are included in notification email sent to
internal users, including Agents, Workspace Administrators, and System Administrators.
•
Customer—Options checked in this column are included in notification email sent to
customers.
•
CC—Options checked in this column are included in emails sent to anyone specified in
the CC box of an Issue.
•
Wireless/Pager—Options checked in this column are included in mail sent to
pager/wireless email addresses.
Any field or option checked in a particular column is included in all notification email sent to that
Edit button; this indicates that the
level of user/situation. Some of the options include an
feature has further options.
The options available on this page are:
178
•
Customize subject of email—The information you want to appear in the subject line of
the email. Data keywords can be used, as well as static text.
•
Short list of what just changed—A summary of what was changed in the Issue that
caused the email to be sent. If you click the
icon in each of the columns, a pop-up
window is displayed that allows you to specify whether to include changes to internal
Issues or Employee fields.
•
Text at top of message—Customizable message that is displayed near the top of the
notification email. A different message can be made for each type of user class by
icon in that column, entering the message in the text box, and clicking
clicking the
SAVE. The checkbox must also be checked in that column. In addition, variables can be
placed in the greeting to include the subject of the email, the user’s name, etc. Refer to
Mail Variables in the Custom Email Templates section for additional information.
•
Workspace Name—The name of the Workspace is displayed in the body of the
notification email.
•
Title—The Title of the Issue is displayed in the body of the notification email.
•
Number—The Issue number is displayed in the body of the notification email.
FootPrints Administration Manual
•
Link to Details Page—A hyperlink to the Details page of the Issue in FootPrints (requires
password authentication).
NOTE
If you are using a custom login page for customers (e.g., group.html), that URL can be specified
for Customers by clicking the icon in the customer column and entering the URL. This does not
automatically bring the Customers to the Details page of their Issue; after entering their email
address, the main customer page is displayed. Contact Numara Software for details on turning
the custom customer login page into a Perl script that directly displays the details of their Request
when using the hyperlink.
•
Last Edit Date—The last date the Issue was edited.
•
Last Edit Time—The last time the Issue was edited.
•
Priority—The priority of the Issue.
•
Status—The current status of the Issue.
•
Creation Date—The date on which the Issue was created.
•
Creation Time—The time at which the Issue was created.
•
Creator—The submitter of the Issue.
•
Show Subtask or Global Entry Relationship—If the Issue is a Master, Subtask, Global, or
GlobalLink, include this reference in the email.
•
Description—The Issue's description, with time/date/user stamps. Two options are
available by clicking the
icon: Most Recent Description and All Descriptions.
•
Assignees—The list of users/Teams assigned to the Issue.
•
CC's—Any email addresses that are listed in the CC section of the Issue. Both permanent
and one-time CCs are shown, denoted by one of these labels: (permanent); (permanent,
but not CC'd on this edit); (this edit only)
•
Issue Information—Workspace field data. By default, customers only see Public fields and
internal users see all fields. Individual fields can be selected for inclusion by clicking .
•
Address Book Fields—Address Book data. By default, customers only see Public fields and
internal users see all fields. Individual fields can be selected for inclusion by clicking .
•
Linked CIs—Include list fo Cis linked to the issue in the email notification. Up to 100 linked
CIs can be displayed in the email.
•
List attached files—A list of files attached to the Issue are displayed in the body of the
email.
•
Attach attached files—Attached files are sent with the notification email. Rules regarding
attachments can be set by clicking the
icon in the Field Name/Attribute column. They
are:
ƒ
ƒ
Never send any attachment over n kilobytes—Where n is the maximum number of kilobytes.
Send each attached file on every edit—All attached files are included with all notification
email for the Issue.
ƒ
Send each attached file only on the first time the file is attached—Attached files are only included
with notification mail when they are initially attached to the Issue.
ƒ
Allow the user performing the edit to override these settings—Internal users can choose whether
or not to include attachments upon editing an Issue.
179
FootPrints Administration Manual
•
Complete Issue History—A summary of the Issue's history appears in the body of the
notification email.
•
Text at bottom of message—Customizable message that appears at the end of the
notification email. A different message can be made for each type of mail by clicking the
icon in that column, entering the message in the text box, and clicking
SAVE. The
checkbox must also be checked in the column. In addition, variables can be placed in
the greeting to include the subject of the email, the user’s name, etc. Refer to Mail
Variables in the Custom Email Templates section for additional information.
•
Send mail as text—Notification mail is sent as plain text.
•
Send mail as html—Notification mail is sent in HTML format.
NOTE
If both text and html are checked, FootPrints includes both formats in the message. For most
Windows-type email readers (Outlook, Lotus Notes, etc.), only the HTML is seen.
•
Custom formatting for text message—Create a custom email template for FootPrints
notification email layout and custom formatting in plain text (refer to Custom Email
Templates).
•
Custom formatting for HTML message—Create a custom email template for FootPrints
notification email layout and custom formatting in HTML (refer to Custom Email
Templates).
NOTE
For Issue Information and Address Book fields, custom email template settings override settings
you specify on this page, regardless of whether the custom formatting is for text or HTML
messages. For example, if your Specify Email Content page specifies that the message is to
contain only public fields in the Issue Information section and you specify an internal field in the
custom email template, the custom email template overrides the other settings. refer to Custom
Email Templates for details on how to include the settings on this page with the custom email.
After filling out the grid, click
the various user/mail types.
SAVE. All notification email includes the options indicated for
Custom Email Templates
As an alternative to using the layout options in the Contents of Mail grid for email notification,
custom email templates can be created using plain text or HTML. The template can contain any
combination of FootPrints fields using special keywords, and any custom text, in any layout
desired. Different templates can be created for each mail notification type: Assignee, Customer,
CC, and Wireless/Pager. If a custom email template is enabled, it overrides most of the other
options selected in the Contents of Mail grid (exceptions are listed below).
180
FootPrints Administration Manual
To create a custom email template:
1.
Select Administration | Workspace | General | Mail Preferences | Configure Email
Templates from the FootPrints Toolbar.
2.
Select the column for which you want to create a template: Assignee, Customer, CC or
Wireless/Pager.
3.
Check the box in that column for one of the two following options: Custom formatting for
text message or Custom formatting for HTML message. These can be found at the bottom
of the grid.
4.
For whichever option you checked, click
5.
In the pop-up window, click the link to see a list of keywords for this Workspace. Each field
has a corresponding keyword, including built-in fields, Workspace fields, and Address Book
fields. These can be inserted into the email template. When the email is sent, the value for
that field is inserted into the mail for that field.
6.
Use any text or HTML editor to create the email template.
Edit.
For a text email template:
ƒ
Only ASCII text can be used. Boldface, colors, underlining, etc. are not accepted. We
recommend using “Notepad” on Windows, or an editor like “emacs” or “Pico” on
UNIX/Linux to create the template.
ƒ
Use your own text, formatted in any way supported in ASCII.
ƒ
Keywords must be in the exact format specified to work correctly.
For an HTML email template:
ƒ
An HTML editor can be used (Dreamweaver, etc.), or a text editor can be used if you
are comfortable writing HTML.
ƒ
Use your own text, formatting, bold, underlining, colors, hypertext links, etc. To
include a field from FootPrints in the email, simply insert the corresponding keyword.
ƒ
Keywords must be in the exact format specified to work correctly.
Example:
To insert the Issue Number into a sentence:
The reference number for your Issue is %%ATTRIB__NUMBER%%.
So, when an email notification is sent for Issue Number 3486, the sentence above displays
as follows:
The reference number for your Issue is 3486.
7.
When you finished creating the template, save the file.
8.
Back in the custom template pop-up window (step 5), use the Browsebutton to upload the
new email template from your local machine.
9.
Click
GO.
10. On the main Contents of Mail screen, click
template created and uploaded.
GO. Ensure that the box is checked for the
11. Now email notification for the current Workspace is in the new format for the selected user
type. A different custom template can be created for each type by following these
instructions.
181
FootPrints Administration Manual
Sample Template (Text)
Hi %%FIRST-NAME%%!
This is an email notification regarding your Issue “%%ATTRIB__TITLE%%”.
The reference number for this Issue is %%ATTRIB__NUMBER%%.
Notes:
%%ATTRIB__DESCRIPTION%%
Sample Email Generated from the Template Above
When replying, type your text above this line.
Hi Bob!
This is an email notification regarding your Issue “Forgot password”.
The reference number for this Issue is 5429.
Notes:
Entered on 1/16/2001 at 11:48:50 by Jill Smith:
Customer cannot receive email. A technician is scheduled to call Monday, September
22 @ 2pm PST.
NOTE
The message “When replying, type your text above this line” is inserted even though it in not part
of the template. This message is inserted automatically by FootPrints for all “Assignee”,
“Customer”, and “CC" email notifications. “Wireless/Pager” mail templates do not contain this
sentence.
Exceptions
Enabling a custom email template overrides most of the other settings selected in the Contents of
Mail grid for that email type. There are a few exceptions:
•
Description—If the Description variable (%%ATTRIB__DESCRIPTION%%) is included in the
template, select the descriptions to include in the “Description” row of the grid by
clicking the Edit button. The options include “All Descriptions” and “Most Recent Only”.
Keywords also include %%ATTRIB__FIRST_DESCRIPTION%% and
%%ATTRIB__ALL_DESCRIPTION%%. If you use these keywords, you do not need to use
the edit button and select the "All Descriptions" or "Most Recent Only" options.
%%ATTRIB_FIRST_DESCRIPTIONS%% provides the most first description entered,
%%ATTRIB__MOST_RECENT_DESCRIPTION%% provides the most recent description,
and %%ATTRIB_ALL_DESCRIPTIONS%% provides all of the descriptions.
182
•
Link to Details Page—If a custom URL is defined for this option and the variable is
included in the template (%%ATTRIB__LINK_TO_DETAILS%%), the custom URL is
included in the email link. In addition, in HTML email templates, the words Click here to
view Issue in Browser are included as part of the link. In text email, only the URL is
included.
•
Workspace Fields—While individual Workspace fields can be specified in a template, they
can also be included a group with the variable %%ATTRIB__PROJFIELDS%%. If this is
FootPrints Administration Manual
used, the selection of Workspace fields chosen under Edit Email Attribute is included.
Any Workspace fields you specified on the Specify Email Content page are included
when the custom email template message is sent.
•
Address Book Fields—While individual Address Book fields can be specified in a template,
they can also be included a group with the variable %%ATTRIB__ABFIELDS%%. If this is
used, the selection of Address Book fields chosen under Edit Email Attribute is included.
Any Address Book fields you specified on the Specify Email Content page are included
when the custom email template message is sent.
•
Attach attached files—To include file attachments when using a custom email template,
you must check the box for this option in the grid. Various options for file attachments
can also be set by clicking the Edit button in this section of the grid. To list file
attachments, use the %%ATTRIB__ATTACHED_FILE_LIST%% attribute.
•
Send mail as Text—This must be selected to send text email notification.
•
Send mail as HTML—This must be selected to send HTML email notification.
Mail Variables
If the custom email template is not used, some variables can still be inserted into the canned
message placed at the top or bottom of the email notification, such as the user name, subject,
etc. When one of these variables in placed in the greeting message composed under Text at top
of message or Text at bottom of message, emails sent by FootPrints include the dynamic data
specified.
The table below contains the list of valid keywords:
Variable Name Description
_WHONAME_
Name of user who created/edited Issue
_WHOMAIL_
Email of user who created/edited Issue
_PROJECTNAME_ Workspace Name
_ISSUETITLE_
Title of Issue
Email variables
Here is a sample greeting which includes 2 variables:
Hi _WHONAME_! Thank you for registering your request _ISSUETITLE_ with us
using FootPrints. Your request is very important to us, and we will respond as soon as
possible. To respond to this message, simply reply and type your message at the top.
If you experience any problems using FootPrints, please send email directly to
support@widget.com.
In the example above, the user’s name is substituted for _WHONAME_ and the subject of the
email (i.e., the title of the Issue) is substituted for _ISSUETITLE_.
NOTE
These variables only work in the canned email messages; they do not work for the custom email
templates described in the last topic.
Email Notification Rules
Workspace Email Notification Rules for outgoing emails are configured by selecting
Administration | Workspace, then clicking the Mail Preferences link in the General section of the
main frame.
183
FootPrints Administration Manual
This section allows you to choose the criteria for email notification sent to users regarding their
Issues. It is split into three sections: Assignees, Customers, and CCs. Different rules for email
notification can be defined for each group. For example, you may want email notification sent to
the Agent assigned to an Issue for all statuses, but you may only want email notification to go to
the customer who submitted the Issue when it is opened and when it is closed.
For each of the two categories, the options include:
•
Never send mail—If this option is chosen, no notification email is ever sent automatically.
•
Send mail only for creation—If this option is chosen, notification email is automatically
sent on creation of a new Issue only.
•
Always send mail for every creation/edit—Email is sent to all assignees for each change
to an Issue.
•
Send mail only for Issues with the following Priorities and/or Statuses.—If this option is
chosen, the lists of priorities and statuses is expanded, allowing the user to select one or
more in each category. In addition, boolean operators AND and OR are supported.
ƒ
Priority—Mail is only sent to the assignees/CCs when the Issue's priority falls into the
range chosen here.
ƒ
Status—Mail is only sent to the assignees/CCs when the Issue's status matches one of
the statuses defined here. Multiple statuses can be selected (hold down the CTRL key
to highlight multiple statuses).
NOTE
The email notification rules selected here can be overridden for a particular Issue by the Agent
assigned to that Issue (upon manual edit). These are simply defaults.
In addition to the rules specified above, three other rules can be defined:
•
Send Email Notification for Every Issue—Email addresses entered here receive email
notification for every change to every Issue in the current Workspace, i.e., any time any
Issue is created or edited in any way. This is in addition to the criteria chosen above.
Multiple email addresses should be separated by a space. If an agent account is removed
but that agent's address is still in this list, that agent address will continue to receive
emails from FootPrints.
NOTE
The email format used for this feature is that chosen for assignees under Contents of Mail.
•
New Customer Request Notification—You can exclude email responses for customer
requests or, alternatively, send email notification to one or more Workspace members
whenever a customer submits a new Request. To prohibit email from being sent when
customer requests are submitted, select the Don't send email for each new Customer
Request radio button. To enable notification, choose Send email to the following users
for each new customer Request submitted radio button and highlight the user's name in
the list. Hold down the CTRL key to highlight multiple users. If an agent's account is
removed, you must also remove that agent from this list in order to stop the sending of
customer request notifications.
NOTE
The email format used for this feature is that chosen for assignees under Contents of Mail.
184
•
Creating Solutions from Issues—When a new Solution is created from an existing Issue,
users associated with the originating Issue are emailed by default. If Don't send mail to
addresses from original Issue is selected, these users are not copied on the Solution.
•
Append GMT offset to timestamps—Enable this feature to show the Greenwich Mean
Time offset to the timestamp in the email.
FootPrints Administration Manual
After you finish updating the Mail Preferences page, you must enter your password and click
GO to activate the changes.
Default Email Address for Internal and External Users
Email notification to internal and external users are handled differently:
•
Internal Users—By default, the email address entered when the Workspace or System
Administrator created the user on the Add Userscreen is used for email notification for
the user. Two additional email addresses can be defined for pager and other wireless
services on the Edit Agent page (or on the user's My Preferences page). Users can
change their default email address or choose to have mail sent to more than one address
on the My Preferences page as well.
•
Customers—Outgoing email to customers on their own Requests is based on the Email
address field in the Address Book. This field is mandatory if customers are to receive
email and must be of type Email. Customers receive updates regarding their Requests
automatically, based on the rules defined by the Workspace Administrator.
Incoming Email Management
Most incoming email options are defined by the System Administrator. There are a few options
that can be configured on a per Workspace basis by the Workspace Administrator. They are
found under Administration | Workspace | General | Mail Preferences | Incoming Email.
•
Create Issues—Determine whether customers and/or agents can create new Issues via
incoming email.
•
Edit Issue Via Email—By default, only users associated with Issues and administrators can
update Issues via email for a Workspace. This includes the assignees, the contact, and
CCed users for the Issue. Alternatively, you can limit updates to only associated nonagent users (the contact and CCs). You can override the limitations by selecting Anyone
can update any Issue via email for this option. Any user can then update an Issue via
email for this Workspace.
•
Security Code—In a project where you do want your agents to be able to reply to issues,
and you don’t want to take away meaningful functionality, the Security Code option
adds an extra barrier to anyone trying to spoof an agent’s address. When enabled, every
notification mail and escalation mail will have a code added to the end of the
email(example, FPCODEX5RGtwlYMiPzfz2n6zpY3kq21u4). If this option si enabled, edits
via incoming mail are rejected unless they contain the security code. There is a 7-day
grace period after enabling this option, during which FootPrints accepts replies without
the code. This is to help ease the transition for someone who wants to enable it in a
production system. If you need a longer period of time for the transition period, contact
support for instructions. This option is disabled by default.
•
Email Queries—These options provide a way for administrators to completely shut off
incoming email functionality for agents and/or customerson a per workspace basis.
•
Mandatory Fields for Incoming Email—By default, all users, including Agents,
administrators, and customers, must include mandatory Workspace field data in
incoming email submissions. Agents and administrators must include both internal and
public mandatory Workspace field data, while customers must include public mandatory
Workspace field data.
This option allows users to submit email to FootPrints without mandatory field data while
still having to enter the data when submitting an Issue via the web interface. In this way,
customers are free to send free-form emails to FootPrints to submit a Request, but must
185
FootPrints Administration Manual
still give more detailed data when filling out a Request via the Customer Self-service web
interface. There are three choices for this option:
ƒ
Mandatory fields are mandatory for everyone—This is the default. Users must include
mandatory Workspace field data (in the form fieldname=data or using the HTML Form)
in all incoming email submissions.
ƒ
Mandatory fields for agents, optional for customers—If this option is selected, internal
(Agent and administrator) users are still required to include both public and internal
mandatory field data when submitting an Issue via email, but customers can submit
Requests via email with missing mandatory field data. We recommend this option if
you would like to make it easier for customers to submit their Requests via email, but
require internal users to give more detail. All users must still fill out mandatory fields
when using the web interface.
ƒ
Optional for everyone—All users, including Agents, administrators, and customers,
can submit new Issues via free-form email to FootPrints without including any field
data. All users must still fill out mandatory fields when using the web interface.
•
Auto Assign Agent—If enabled, an Agent responding to a new customer Request via
email is assigned to that Request automatically. This does not apply to Issues already
assigned; it only applies to new Requests submitted by customers via email or via the
Customer Self-service web interface.
•
Change Sender—If allowed an incoming email can substitute a sender different than the
actual sender of the email.
•
Auto Select Status—The status of an Issue can be changed automatically when an Agent
or customer responds to an Issue via email. There are four options:
•
ƒ
Agent Response—Select the status that customer Requests should be changed to
if an Agent responds via email. This feature only applies if the Auto Assign Agent
feature is enabled.
ƒ
Auto Assign Status—The status of any Issue can be changed automatically when
an Agent or customer responds to the Issue via email.
ƒ
Customer Response—Select the status that Issues should be changed to
automatically when the customer responds via incoming email.
ƒ
Responding to Closed Issues—Closed Issues can be handled separately from the
Customer Response option above. Customer responses to closed Issues can
remain closed or can be changed to a different status.
Field Permissions—Select which fields agents and customers can view and write via
incoming mail. Per-role advanced field permissions are not used for incoming mail.
After you have finished updating the Mail Preferences page, enter your password and click
GO to activate the changes.
For complete details on using FootPrints email, refer to the Numara FootPrints Reference Manual.
Email Filters
This feature allows you to block FootPrints from sending and receiving email from certain email
accounts or domains. this feature can be used to prevent FootPrints from sending mail to or
receiving mail from a Mailer Daemon account, block known spammers, and temporarily block
email for a FootPrints user who is on vacation. Filters can be created per Workspace and defaults
can be set for the entire system.
186
FootPrints Administration Manual
There are four options:
•
No Accept—Do not accept email submissions from the specified addresses or domains.
•
No Send—Do not send email notifications to the specified addresses or domains.
•
Only Accept—Only accept email submissions from the specified addresses or domains.
•
Only Send—Only send email notification to the specified addresses or domains.
To create an email filter:
1.
To:
•
Create a Workspace filter, select Administration | Workspace | General | Mail
Preferences | Email Filters.
•
Create a system filter, select Administration | System | Features | Email | Email Filters.
2.
Select one of the four filter types using the radio buttons below the text box.
3.
Enter the address or domain in the text box.
The following rules apply:
•
One address per line, with nothing else on that line.
•
Lines containing a # sign and empty lines are ignored.
•
Spaces are ignored.
•
Incomplete addresses can be used. For example, you can user yourserver.com.
FootPrints checks if the address contains the partial address or domain name specified.
Examples:
To block a domain:
yourserver.com
To block a particular address:
jsmith@yourserver.com
To block any address with the word
mailer in it:
mailer
4.
Use the radio buttons to switch between the different filter types. Your changes are saved.
5.
When you are finished, click
GO.
Workspace filters override system filters for that Workspace.
6.
If a user's email address was entered to block mail while on vacation, set a reminder for
yourself to remove the filter when the user returns.
187
FootPrints Administration Manual
188
FootPrints Administration Manual
Chapter 13: Configure Workflow
Automating your workflow takes the longest time to implement because you must determine
how to best make FootPrints reflect your business rules. It also relies on most of the preceding
features, so most of the other features must be set up in advance before workflow can be
automated. As with all FootPrints configuration, workflow rules can be configured at a later time.
Topics in this section are:
•
Auto-assign
•
Escalation and Business Rules
•
Service Level Management
•
Quick Issue Templates
•
Preventive Maintenance
•
Issue Workflow
•
Scheduling and Availability
•
Customer Surveys
Auto Assign
Issues can be assigned to different users and Teams automatically based on the choice selected in
a drop-down Workspace field. For example, if the Workspace contains a Workspace field called
Problem type, and Problem type contains hardware, software, and network as its three choices,
Issues could be assigned automatically to different FootPrints users and Teams depending on
which choice is selected for that Issue or Request by the Agent or Customer creating the Issue. In
this way, the hardware Team is automatically assigned to hardware problems, the software group
is automatically assigned to software problems, etc. Default assignment can also be configured
on this page.
To configure default assignment and Auto Assignment, select Administration | Workspace | Auto
Assign from the FootPrints Toolbar, then scroll to the appropriate section of the page.
189
FootPrints Administration Manual
Default Assignment
When an Agent opens a new Issue, you can control who is assigned by default to that Issue with
the options described below. The option selected here determines who is listed in the Assignees
dialog box on the Create Issue page when an Agent opens a new Issue.
There are five options:
•
Assign to creator—The Agent creating the Issue is assigned.
•
Assign to creator's Team—The Agent's Team is assigned automatically. If the Agent
belongs to multiple Teams, the first Team in the list is selected.
•
Assign to creator's Team and creator—The Agent is assigned along with the Agent's
Team to the Issue.
•
Assign to none—The Assignees box is blank when an Issue is created by an Agent. This
option should be selected if Auto-Assignment is configured for most or all possible
choices for at least one field.
•
Assign to all—All users are assigned. This is appropriate if the Workspace only contains a
small group of Agents.
The default assignment option only affects who is listed as the Assignee when an Agent first
creates an Issue. The option selected here can be overridden by the Auto Assignment options
selected below, manually by the Agent (with permissions), by Team assignment rules, or by an
Escalation rule.
Field-Based Auto Assign
To configure Auto-Assignment:
1.
Select Administration | Workspace | Auto Assign from the FootPrints Toolbar.
2.
Create or modify an assignment rule—To create or modify an assignment rule, select the
field you want to modify or for which you want to create a rule from the drop-down field,
then click the GO button. The Choose Assignees page is displayed. Select the assignees
for each choice int he selected drop-down field, then enter your password and click the
SAVE button. When an incident/problem is submitted with that specified value in that field,
the incident/problem is assigned to the specified agent(s) or team(s).
3.
Current Auto Assignment Summary—The Current Auto Assignment Summary displays a
summary of the current auto assignment rule(s).
4.
General auto assign options
•
•
Auto assign on create/edit
ƒ
Create only—Auto Assignment only occurs when the Issue is first created. Any
subsequent changes to the Auto Assign field(s) have no effect on assignment.
ƒ
Create and Edit—Each time an Auto Assignment field is edited, Auto Assignment rules
are re-applied. This is useful if Auto Assignment is being used to assign an Issue from
one group to another, for example, from Support to Development, then to QA, etc.
Add to or replace existing assignees
ƒ
190
Add new assignees—Any users assigned manually will remain assigned in addition to
any users auto-assigned.
FootPrints Administration Manual
ƒ
Unassign existing assignees—When users are Auto Assigned, any users added
manually or Auto Assigned by a previous edit are removed. This is useful if Auto
Assignment is being used to assign an Issue from one group to another, for example,
from Support to Development, then to QA, etc.
NOTE
If Auto Assign is configured for more than one drop-down field, the Add New Assignees option is
recommended. If the Unassign option is selected, the Auto Assignment rule for one field may
unassign users who were assigned by another field choice. Therefore, to assign Issues based on
multiple criteria, use Escalation rules. In addition, auto assignment occurs during the ticket
creation; if dynamic drop-downs are used, escalation rules, which occur at the end of the ticket
creation or edit, should be used to do these kinds of assignments
•
Drop-Down Fields—This section contains one sub-section for each drop-down
Workspace field in the current Workspace. Each section is broken down into each
choice for the field, with a list of Workspace members and Teams for each choice.
5.
For each choice, you can choose to Auto Assign Issues to one or more users or Teams.
Highlight a user’s ID or Team name in the list for that value. Use the CTRL key to highlight
more than one user or Team.
6.
It is not necessary to configure Auto Assignment for each choice in a single field or for more
than one drop-down field. It is completely optional. More complex assignment based on
multiple criteria, including contact fields, time, etc., can be accomplished with Escalation
rules.
7.
When you are finished, click
8.
New Issues for which a configured value is selected are automatically assigned to the users
or Teams specified on the “Auto Assign” screen. The users receive notification email, and
the Issue appears in their Assignments lists.
9.
If the Auto Assignment feature is enabled for a public field, Requests submitted by
Customers are also automatically assigned and given a status of Open. They skip the
Request bin.
GO.
10. Auto Assignment is done in addition to any assignees chosen manually on the Create Issue
or Edit Issue page. Auto Assignment rules are applied directly on the Create Issue and Edit
Issue pages for Issues created by Agents. Requests submitted by Customers are assigned
instantly when the Customer submits the Request via the Customer Self-service interface.
Assignment for Email submissions is processed when the email is received by FootPrints.
Escalation and Business Rules
Escalation rules are created under Administration | Workspace | Escalation from the FootPrints
Toolbar. A list of existing escalations (if any) is displayed. You have several options from this
page:
•
Create a new escalation—To set up a new escalation, click
of steps for setting up a new escalation rule are displayed.
Add Escalation. A number
•
Edit—Highlight an existing escalation in the list and then click
•
Delete—Highlight an existing escalation in the list and then click
escalation.
Edit to change it.
Delete to delete the
191
FootPrints Administration Manual
•
Escalation Details— Highlight an existing escalation in the list and then click
Details to view summary of the escalation criteria and actions.
Escalation
•
On/Off—Turn existing escalations on or off without going to the Escalation Setup page.
When you turn an escalation on or off, a pop-up appears for you to enter your password
and save the change.
•
Configure Escalation Email—Define templates for escalations. You can perform this either
before or after you've created the escalation rules.
•
Summary of all Escalations—View a pop-up window that lists all properties of all
escalations in the workspace. Print the summary by clicking the Print button at the
bottom of the page.
The order of escalation rules on the escalation page determines which rules take precedence. The
order can be changed by dragging and dropping the rules. When you drag and drop a rule in
the list, you must place the dragged rule on top of the rule you want to replace in the order. The
rule you are replacing is moved and the dragged rule replaces it. This type of move requires that
you enter your password the first time you move an escalation rule, but subsequent moves during
the same session do not require the password.
Setting up an Escalation Rule
This section covers the following steps to create an escalation:
•
Step 1: Basic Escalation Options—Name the escalation rule and specify if it should be
turned on.
•
Step 2: When to Run—Define the type of escalation.
•
Step 3: Additional Criteria—Select criteria used to escalate Issues.
•
Step 4: Escalation Action(s)—Select one or more actions to occur when an Issue meets
the escalation criteria.
•
Step 5: When to Run Escalation—Choose when an Issue should be checked to see if it
meets the escalation criteria.
•
Step 6: Create New Escalation—Save the escalation information.
NOTE
Master Issues cannot be closed by an escalation rule.
Tab 1: When to Run
There are two kinds of escalation rules: instant and time-based. Instant escalation rules are run at
the time an Issue is created,edited, or both. Time-based escalations are only applied after an Issue
has remained open or unedited for a specified amount of time. Depending on which option is
chosen, a number of sub-options are available.
•
Instant Escalation—If you select this option, one of the following additional options can
be selected. Note that, when an escalation is based on a status change, if there is a status
change for a Global Issue and it changes all of the linked Issues, this is problematic when
the escalation is instant. Therefore, that type of escalation must be time-based not
instant:
ƒ
192
Instantly escalate Issue after it has been created and/or edited—Choose one or both
of the following:
ƒ
Instant Escalation upon creation of Issue
ƒ
Instant Escalation upon editing of Issue
FootPrints Administration Manual
ƒ
Instantly escalate Issue received as a copy:
ƒ
•
•
From Workspace—Specify the workspace from which the Issue is being received
to trigger the escalation.
Time-Based Escalation—If you select this option, the following additional options become
available (only one can be selected):
ƒ
Time unedited/Age—Select the amount of time that must pass since the Issue was
created (Age) or since anyone edited it (Time unedited) before it is escalated. Minute,
hour, day, and week increments are available. Combinations of hours, minutes, days,
and weeks can be selected. The time is based on a 24/7 schedule.
ƒ
Time unedited/Age based on “Work Time”—This option also counts the time since an
Issue was created or last edited, but uses the workspace Work Calendar rather than
the standard 24/7 schedule. Regular working days and hours, as well as holidays,
can be configured for the organization by clicking the link for Work time or by
selecting Work Calendar from the Workspace Administration page. When using the
Work Calendar, only one unit of time can be chosen (minutes, hours, days, or
weeks). Complete instructions for the Work Calendar can be found earlier in this
chapter.
Re-escalate Issue—This option applies to both types of escalations. When selected, the
system will apply or re-apply the escalation rule to an already escalated Issue. Recurring
age-based escalations are also allowed; each escalation will only run once when the
Issue sufficiently ages. So, for example, you can create separate age-based recurring
escalation rules for 5 minutes, 10 minutes, 1 hour, 2 hours, and 1 week, and each
escalation rule will only be applied once to an Issue when it is sufficiently aged for that
rule.
Example:
ƒ
The support hours are Monday-Friday from 8am to 6pm (as configured in the
workspace Work Calendar).
ƒ
An escalation rule states that an Issue must be unedited for 6 hours before it is
escalated.
ƒ
A new Issue comes in at 4pm on Friday.
ƒ
In the above case, the Issue will be escalated at 12pm on Monday (6 working
hours later).
NOTE
Escalated Issues lose their urgent status once they are edited. If an Issue is reported as escalated,
it is not escalated again until it has lost its urgency (by being edited) and then becomes urgent
again. The exception to this is if Re-escalate Issue is selected under the Time criteria.
Choose when to check an Issue against escalation criteria. There are two options:
•
Anytime—The escalation can be run at any time (the default).
•
Follow the Sun—"Follow the Sun" escalations allows you to assign or reassign Issues to
Agents in different locations and time zones depending on the time of day or day of the
week that the Issue is created or escalated. The time and day specified here are based
on the FootPrints server time. This integrates the escalation time on the server with
when the escalation rule is to be applied. Some examples are:
ƒ
Escalate Issues received off hours to someone's pager (time intervals when support
team is not available).
ƒ
Escalate Issues and route them based on the time of day, e.g., Issues submitted 9am5pm EST are routed to the East Coast US Help Desk; those submitted 5pm-1am EST
193
FootPrints Administration Manual
are routed to the Tokyo Help Desk; those received 1am-9am EST are routed to the
London Help Desk.
To set Follow the Sun criteria:
1.
Select Follow the Sun
2.
Select the time range for the escalation rule.
3.
If this escalation should run during a span of time that includes a change of date, you must
specify the time spanned during both dates in order to cover the entire period. For
example, the four hours between 8:00pm and 2:00am can be covered by selecting 8:00pm11:59pm above and, additionally, Midnight-2:00am in the second set of time criteria.
4.
Check the boxes corresponding to the days of the week that the escalation is required to
run.
Tabs 2 and 3: Issue and Contact Criteria
The criteria chosen here determine which Issues are automatically escalated. Available criteria
include virtually all options that appears on the Advanced Search page, including Status, Priority,
Assignee, Workspace fields, Address Book fields, etc. (see the section on Advanced Search for
more information).
NOTE
If your rule requires that Create/edit must be by an agent, but a Customer Request status (such as
Request) is used as a criterion for escalating an Issue, then it becomes possible for Customer
Requests to be escalated (i.e., an escalation created by a Customer).
Tab 4: Advanced Criteria
In the Advanced Criteria tab, enter other criteria. These criteria are not matched to data in fields, but
instead provide a filter for the Issues that are returned.
•
6
Issue Types to Include—Specify whether Advanced Issue types, including Subtasks and
Global Issues, are returned. Options include:
ƒ
All Issue Types—All Issue types are returned.
ƒ
Regular Issues—Regular (non-Global or Master/Subtask) Issues are returned.
ƒ
Include Master Issues—Master Issues6 that contain subtasks are returned.
ƒ
Include Subtasks—Subtasks of Master Issues are returned.
ƒ
Include Global Issues—Global Issues7 are returned.
ƒ
Include GlobalLinks—All users' Issues linked to a Global Issue are returned.
ƒ
Group Master Issues with Subtasks/Global Issues with Global Links—Available for
Reports only. These options override the sort order selected in the report.
•
Date—If dates are specified, the search returns only Issues from the time period
specified. Date Field Search Options\
•
Age—Returns Issues created in the time specified. Number of days and hours can be
specified. Modifiers are also provided, including “Greater Than”, “Less Than”, “Equal to”,
A type of FootPrints Issue that contain Subtasks, each with a different task that must be completed
before the Master Issue is Closed. The Master issue is the "parent" in a parent/child relationship between
the Master Issue and its Subtasks.
7
A special FootPrints Issue type used to designate important or frequently reported Issues that will affect
many users. Global Issues can be broadcast to all Agents, are displayed on the Agent Home page, and can
optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same
problem, the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called
GlobalLinks). Global Issues can be closed with the GlobalLinks together at one time.
194
FootPrints Administration Manual
“Greater than or Equal to”, “Less than or Equal to”, and “Not Equal to”. As an example, to
return Issues greater than 1 day old, choose “Greater than” and fill in “1” for “Days”.
NOTE
Age is always 24/7 and does not use the Workspace Work Calendar.
NOTE
Date/time fields can only be searched by date, not time.
•
Multiple Criteria
ƒ
And/Or—Select whether the criteria you entered are all required to be fulfilled before
triggering the change management approval process (And) or only one of them
must be fulfilled before triggering the approval process (Or).
Tab 5: Actions
5.
Notification
•
Email—One or more email actions can be selected.
ƒ
Send a summary mail—When the escalation routine is run and matches are found, an
email is sent to the specified addresses. The email contains a summary of escalated
Issues for the Workspace. If you enter multiple email addresses, separate the
addresses with a space. Summary mails are not coded to use uploaded custom
formatted files. To use an uploaded mail template, edit the escalation to modify Email
Notification from "Send a summary mail to ...." to "Send Single Issue notification mail to
..."
ƒ
Send mail to Assignees—When an Issues is escalated, an email is sent to all Assignees
of each escalated Issue. Select the email address type to use for this escalation rule:
ƒ
Agent—the Agent's agent email address.
ƒ
Pager—the Agent's pager email address.
ƒ
Wireless—the Agent's wireless email address.
NOTE
The different email address types are defined for each user on the Edit Agent Administration
page, or on the My Preferences page by the Agent.
•
ƒ
Send mail to the Supervisor of each Assignee—An email is sent to the Assignees'
Supervisor(s). Refer to Add Agents or Edit Agent User for information on designating
Supervisors.
ƒ
Send mail to the Team Leader of each Team—An email is sent to each Team's Team
Leader. Refer to Creating Teams for information on designating Team Leaders.
ƒ
Send mail to Contact—An email is sent to the Customer contact for the escalated
Issue.
ƒ
Send mail to the last agent to edit (or submitter if none) if last edit was by an agent—
An email is sent to either the last agent to edit the Issue or, if no editing has been
done on the Issue, send mail to the person who submitted the Issue.
ƒ
Send single-Issue notification mail to the following space-separated email addresses—
Send an email to the specified email addresses only once for this escalation.
ƒ
Email Template—Select or define an email template to be used for this escalation. If
you elect to configure an email template, you can refer to Escalation Email for further
instructions.
Broadcast Message—One or more broadcast message types can be selected.
195
Numara FootPrints Reference Manual
6.
ƒ
Display pop-up notification to the following users—Specify a user or users to receive a
broadcast message from FootPrints.
ƒ
Display pop-up notification to the Assignees—Agents assigned to the escalated Issues
receive a broadcast message from FootPrints.
Workflow—One or more workflow actions can be selected.
•
Priority—Automatically raises or lowers the Issue’s priority as specified. You can also
change the priority of all escalated Issues to a specific priority.
•
Status—Automatically change the status of the escalated Issue.
•
Workspace/Address Book Fields—Automatically change specified Workspace/Address
Book fields. If you check this box, you must click the Click here to configure field edits
link to specify the changes.
ƒ
Click here to configure field edits—This page allows you to update Workspace and
Address Book fields via an escalation. In addition to editing other fields, you can
change the Title field or append a description to the Description field. Fill in the fields
with the appropriate data and then click the "GO" button.
ƒ
Add field variables on left to target fields on right—This feature allows you to
populate a field with the value from another field upon escalation. Select a field
from the left drop-down and then select a field from the right drop-down. When
an Issue is escalated, the field in the right drop-down is populated with the value
of the field in the left drop-down.
ƒ
Address Book Fields—Specify the changes to be made to Address Book fields
upon escalation, i.e., select the data that is to populate the field after the
escalation. If you do not change a field, it is unchanged after the escalation.
ƒ
Workspace Fields—Specify the changes to be made to Workspace fields upon
escalation, i.e., select the data that is to populate the field after the escalation. If
you do not change a field, it is unchanged after the escalation.
NOTE
If you notice that dependent fields are being displayed with a null value when an escalated Issue
is edited, it may be that the dependent field was configured with an incorrect value in the
escalation rule. If you configure a dependent field to be changed to an invalid choice as a result
of an escalation, the dependent field is populated with null data. For example, if the first field
were set to Software and the dependent field were changed to Printer when escalated, and
Printer is not a valid choice for the Software dependent drop-down, when the Issue is edited, the
dependent field will show no selection. The drop-down for the dependent field will contain the
normal, valid choices, so it can be corrected at that time. To correct the problem at its source, edit
the escalation rule and replace the incorrect choice with the correct choice.
196
•
Assignment—Highlighted users are assigned to the escalated Issue. If Add Selected Users
is chosen, the original assignees of the Issue remain assigned. If Re-Assign is chosen, the
original assignees are unassigned. Teams and/or individual users can be selected. Reassignment can also automatically be made to Team Leaders or Assignees' Supervisor(s)
by checking the appropriate box.
•
Sub-tasks for this Issue—Automatically creates sub-tasks for the Issue using the Master
Quick Issue template that you select from the drop-down list.
•
Copy Selected Fields of Escalated Subtasks to Master—When enabled, administrators can
select subtask fields to be copied to the associated master task when this escalation runs
on subtasks. Copies are made even if escalations do not change the subtask. Master task
fields that are changed by this copy are identified in the master task history. Master task
fields that already contain the desired values are not changed. If all selected fields match
FootPrints Administration Manual
each other then no copies are made and no entry is logged in the history of the master
task. This configuration is ignored by Issues that are not subtasks.
•
When enabled, a field picker is displayed. Select the fields that are to be copied to the
master issue from the subtask by highlighting the field in the Available Project Fields list
and then clicking the Add Field button. Remove a field that was previously selected by
highlighting it in the Field to Copy list and then clicking the Remove Field button (this
only removes the field from the list, not from the issue form).
NOTE
Sub-tasks are not created for an escalated Issue if the Issue is itself a sub-task, a GlobalLink, a
Global Issue, or a Solution.
•
Cross-workspace—The Issue is automatically copied or moved to the Workspace
specified. If Copy with a Dynamic Link is selected, the Issues update each other when
field data changes. If Include Related Subtasks is checked, then when a Master Issue is
copied or moved across Workspaces, the related subtasks are also copied or moved.
NOTE
Subtasks are not accepted by the receiving Workspace unless the receiving Workspace is
configured for Cross-workspace copy/move of subtasks. Refer to the topic for Issue Workflow for
more information on setting this option.
•
Color—The Issue is displayed on the FootPrints Homepage with the specified color.
•
External Action—An external application can be run by the rule. This feature is especially
useful for running scripts. The application must be one that can run and stop on its own
without any user intervention. In addition, if the program involves running a graphical
user interface (GUI), it may not be able to display the interface to a screen, which could
cause the application to hang and fail. Therefore, the application should also be one
that can run from a command line rather than a GUI. Enter the full path to the program,
e.g., D:\Programs\AppLite\applite.exe. Some field data from the escalated Issue can also
be passed to the program as arguments:
ƒ
Issue Number—%%MRID%%
ƒ
Title—%%Title%%
ƒ
Priority—%%Priority%%
ƒ
Status—%%Status%%
ƒ
Submitter—%%SUBMITTER%%
ƒ
Workspace ID—%%PROJID%%
ƒ
Workspace and Address Book fields—%%FIELD NAME%% where "FIELD NAME" is the
name of the field in upper case.
External actions run applications from the CGI directory. Make sure that directory has
permission to run the application or the external action will fail.
•
7.
Surveys—If checked, a customer satisfaction survey is sent to the contact when the
escalation occurs.
When to Run Escalation
•
Any Time—Escalate the Issue at the moment the Issue is found to match escalation
criteria.
•
Follow-the-Sun—Run at the time and on the days specified. You can also specify multiple
times.
197
Numara FootPrints Reference Manual
Unassigning One Agent While Keeping the Rest Assigned
The administrator may need to build an escalation in which one agent, who is always the same
agent, is removed from the assignments list while others, who vary from Issue to Issue, remain
assigned to the Issue. In this instance, it would not be possible to use the standard escalations
page to unassign everyone and then re-assign the Issue because the agents who are to remain
would vary from Issue to Issue. An example where this might be needed is in the case of an Issue
requiring an approval. The approver might be the same agent every time, but the other
assignees could vary. This re-assignment can be accomplished via an escalation, but not by using
the Assigment section of Step 4: Escalation Actions. Instead, you would use the External Action
function to run a command from FootPrints' API. To do so, specify the following as an external
action:
C:\footprints\bin\perl\bin\perl C:\footprints\bin\mrUnassign.pl %%MRID%% userID
Tab 6: Name/Save
After criteria and actions are chosen, you can name the escalation, decide whether to turn it on
or off, and then save it
•
Escalation Name—Give a name to the escalation rule, for example, Gold Level Issues.
•
Escalation On/Off—To activate this escalation rule, the On radio button must be selected
(the default). If an escalation rule is turned off, the settings are saved until the rule is reactivated or deleted.
Enter your password and click SAVE; the escalation rule is enabled. When an Issue matches the
criteria of the rule, the specified actions occur. If an escalation rule fails for any reason, the
Workspace Administrator receives an email notification.
Scheduler Service
Escalations are run by the FootPrints Scheduler service. On Windows, FPSchedule.exe is
automatically set as a service on the FootPrints server. On UNIX, a cron job is automatically
created that runs the MRrunScheduledScripts.pl file. This service handles incoming email,
outgoing email notification, escalations, mass emails, and scheduled reports.
Escalation Email
The information that is included in escalation email can be configured to include certain fields. To
configure the default escalation email for a Workspace, select Administration | Workspace |
Escalation from the FootPrints Toolbar, then click the Configure Escalation Email link on the main
Escalation Setup page. To configure the email template for a particular rule (doing this for a
particular rule does not affect the template), select Configure in Step 4: Escalation Actions on the
Set Up Escalation page. The form you use to set up the escalation email is the same regardless of
whether you are configuring the email for a template or for a particular rule.
NOTE
The Specify Email Content for Escalations page was changed significantly in the 7.0 release of
FootPrints. However, FootPrints is entirely backwards compatible with earlier releases and, if you
have escalation email templates from an earlier release, they work exactly as before in release
7.0+. If you upgrade to a 7.0+ release and make any changes to the existing default template,
you must access each escalation rule and re-save it. In this instance, where you have changed the
default template following an upgrade, existing escalation rules will not work unless you re-save
them.
1.
198
Either select Administration | Workspace | Escalation from the FootPrints Toolbar, then
click the Configure Escalation Email link on the main Escalation Setup page to configure the
FootPrints Administration Manual
email template, or select the Configure link in Step 4: Escalation Actions on the Set Up
Escalation page. A pop-up window is displayed.
2.
If previous templates have been created, you can select one to edit or delete by clicking the
appropriate radio button and then selecting the template from the drop-down list. To
create a new template, click the Create radio button and then click GO using the Default
selection, or choose an existing template, making that the basis for the new template, and
click GO.
•
Subject of Mail—Click the
icon to configure the information that appears in the
Subject line of the email. The following options are displayed.
ƒ
Single Issue notification mail—Applies to single Issue notifications that go to Assignees
or contacts.
ƒ
Summary report mail—Applies to summary email notifications (which may list multiple
Issues).
ƒ
Allow replies to escalations—If the box is checked, the Issue number and workspace
ID are included in the subject, allowing users to respond to the email.
•
Short list of what just changed—A summary of what was changed in the Issue that
caused the email to be sent. If you click the
icon in each of the columns, a pop-up
window is displayed that allows you to specify whether to include changes to internal
Issues or Employee fields.
•
Text at top of message—Customizable message that is displayed near the top of the
notification email. Click the
icon to display the page to create the message. The
checkbox must also be checked in that column. The following variables can be placed in
the greeting to include the subject of the email, the user’s name, etc.:
ƒ
· _WHONAME_ : Name of user who created/edited Issue
ƒ
· _WHOMAIL_ : Email address of user who created/edited Issue
ƒ
· _PROJECTNAME_ : Workspace Name
ƒ
· _ENTRYTITLE_ : Title of Issue
ƒ
· _ENTRYNUMBER_ : Issue number
•
Workspace Name—The name of the Workspace is displayed in the body of the
notification email.
•
Workspace ID—Each Workspace is assigned a number within FootPrints. You can
include that number.
•
Title—The Title of the Issue is displayed in the body of the notification email.
•
Issue Number—The Issue number is displayed in the body of the notification email.
•
Link to Details Page—A hyperlink to the Details page of the Issue in FootPrints (requires
password authentication).
NOTE
If you are using a custom login page for customers (e.g., group.html), that URL can be specified
for Customers by clicking the icon in the customer column and entering the URL. This does not
automatically bring the Customers to the Details page of their Issue; after entering their email
address, the main customer page is displayed. Contact Numara Software for details on turning
the custom customer login page into a Perl script that directly displays the details of their Request
when using the hyperlink.
•
Last Edit Date—The last date the Issue was edited.
199
Numara FootPrints Reference Manual
•
Last Edit Time—The last time the Issue was edited.
•
Priority—The priority of the Issue.
•
Status—The current status of the Issue.
•
Creation Date—The date on which the Issue was created.
•
Creation Time—The time at which the Issue was created.
•
Creator—The submitter of the Issue.
•
Show Subtask or Global Entry Relationship—If the Issue is a Master, Subtask, Global, or
GlobalLink, include this reference in the email.
•
Description—The Issue's description, with time/date/user stamps. Two options are
available by clicking the
icon: Most Recent Description and All Descriptions.
•
Assignees—The list of users/Teams assigned to the Issue.
•
CC's—Any email addresses that are listed in the CC section of the Issue. Both permanent
and one-time CCs are shown, denoted by one of these labels: (permanent); (permanent,
but not CC'd on this edit); (this edit only)
•
Issue Information—Workspace field data. By default, customers only see Public fields and
internal users see all fields. Individual fields can be selected for inclusion by clicking .
•
Address Book Fields—Address Book data. By default, customers only see Public fields and
internal users see all fields. Individual fields can be selected for inclusion by clicking .
•
List attached files—A list of files attached to the Issue are displayed in the body of the
email.
•
Attach attached files—Attached files are sent with the escalation email.
•
Complete Issue History—A summary of the Issue's history appears in the body of the
escalation email.
•
Text at bottom of message—Customizable message that appears at the end of the
escalation email. A different message can be made for each type of mail by clicking the
icon in that column, entering the message in the text box, and clicking
GO. The
checkbox must also be checked in the column. In addition, variables can be placed in
the greeting to include the subject of the email, the user’s name, etc. The Text at top of
message option above describes the variables.
•
Send mail as text—Notification mail is sent as plain text.
•
Send mail as html—Notification mail is sent in HTML format.
NOTE
If both text and html are checked, FootPrints includes both formats in the message. For most
Windows-type email readers (Outlook, Lotus Notes, etc.), only the HTML is seen.
•
Custom formatting for text message—Create a custom email template for FootPrints
escalation email layout and custom formatting in plain text (refer to Custom Email
Templates).
•
Custom formatting for HTML message—Create a custom email template for FootPrints
escalation email layout and custom formatting in HTML (refer to Custom Email
Templates).
NOTE
For Issue Information and Address Book fields, custom email template settings override settings
you specify on this page, regardless of whether the custom formatting is for text or HTML
200
FootPrints Administration Manual
messages. For example, if your Specify Email Content page specifies that the message is to
contain only public fields in the Issue Information section and you specify an internal field in the
custom email template, the custom email template overrides the other settings. Refer to Custom
Email Templates for details on how to include the settings on this page with the custom email.
3.
Enter a name at the bottom of the page under which this escalation email is to be saved.
4.
When you are finished configuring the template, click
SAVE.
When you have finished configuring the escalation email template, it includes the fields and other
options selected for the escalation rules that use this template. Escalation email notifications are
flagged with the "Urgent" flag (!) in Microsoft Outlook and Lotus Notes.
Per-Issue Reminders
This escalation feature can be used to create reminders on a per-Issue basis. This allows an Agent,
for example, to set a follow-up date for an Issue and receive an email reminder on that date.
To set up per-Issue reminders:
1.
Create an internal optional Workspace field called Follow-Up Date of type date field.
2.
Create an escalation with the following criteria (may be slightly different depending on
your system):
3.
•
Name: Per-Issue Reminders
•
Escalation On/Off: Choose On
•
Actions: Send mail to the Assignees checked, select one or more email types, Color=Red
•
Time Unedited: 5 minutes
•
Criteria:
ƒ
Status=Highlight ”Request”, “Open”, and any custom statuses to get reminders on
active Issues, or “Closed” to get reminders on Closed Issues (or highlight all statuses
except for “Solution” to get reminders on any status Issue).
ƒ
For Follow Up Date, choose equal to and check the box for Current Date (do not fill
in any dates).
Enter your password and click
SAVE.
To set a reminder, simply edit an Issue and fill in a follow-up date. On the day of the follow-up
date, the Agent receives an email reminder and the Issue is highlighted in red on the Homepage.
Reminders can also be sent by the FootPrints Calendar based on the data in a date/time field.
Refer to FootPrints Calendar for more information.
Viewing/Printing a Summary of Escalations
You can view a summary list of the properties of all of the escalation rules and send the summary
to a printer.
To view the summary:
1.
Select Administration | Workspace | Escalation from the FootPrints Toolbar. A list of
existing escalations is displayed.
2.
Click the Summary of all Escalations link in the lower right corner of the section. A pop-up
displays tables of the escalations and their properties.
201
Numara FootPrints Reference Manual
3.
To print the summary, scroll down the page and click the Print button at the bottom of the
page. Click the Close button to close the page.
Service Level Management
Service Level Management provides the means for integrating your service level agreements
(SLAs) into FootPrints. If you need an SLA to be based on multiple fields, please use the AutoField
feature.
1.
To create a Service Level field, select Administration | Workspace from the FootPrints
Toolbar, then select Service Level Management from the main frame in the Automated
Workflow section. If this is the first time service levels are being configured for this
workspace, the Initial Service Level Management Setup screen is displayed.
2.
Select a field type to be used to track service levels:
•
Address Book field—Select this option if you would like to associate service levels with
customers (i.e., contacts in the Address Book). For example, Gold, Silver and Bronze levels
can be created, guaranteeing customers a certain level of service. This option is good for
Customer Service Portal workspaces or for workspaces where a VIP flag needs to be set
for certain customers.
•
Workspace field—Select this option if you would like to associate service levels with
incident type or another issue-based field. For example, network outage can have a
different resolution time than request for new monitor. This option is good for help desk
Workspaces, or for Customer Service Portal Workspaces where the product or service
involved in the incident (defined in a Workspace field) determines the level of service.
•
Priority—Select this option if you would like to associate service levels with an Issue's
priority. Consequently, higher priority levels can have different resolution times than
lower levels.
3.
4.
202
In the Field Description section, the three fields associated with Service Levels are defined.
For each field, a new field can be created or an existing field can be used.
•
Service Level Field—Assign a name for the main service level field (the default is Service
Level). This field is a drop-down field (choices are defined later). To select an existing
field, click the radio button on the right and select from the drop-down. If this option is
grayed out, no drop-down fields are available and a new field must be created.
•
Service Level Response Time—Assign a name for this field (the default is SLA Response
time). This date/time field represents the time by which a response must be made to the
Issue. This is not the same as resolution, but instead acknowledges the Issue.
•
Service Level Expiration Date—Enter a name for this field (the default is SLA Expiration
Date). This is the date the service contract expires for the associated customer or incident
type. This field (a date field) is for reference only, but escalation rules can be created to
notify the Customer or Agent when the contract expires. An existing date field can also
be selected, if one is available.
•
Service Level Due Date—Assign a name for this field (the default is SLA Due Date). This
date/time field represents the date and time by which an Issue must be resolved. The
due date is calculated for each new issue automatically by the system based on the
service level and time of issue creation. An existing date/time field can also be selected if
available.
GO. The individual service
After defining the three fields, enter your password and click
level agreements can now be defined. Before defining the Service Level Agreements, set
the Pending Statuses List.
FootPrints Administration Manual
5.
Pending statuses are excluded from SLA reports. Any events that occur or time spent in a
pending status is excluded from Service Level Reporting. To specify the pending statuses:
•
Click the Edit button of the Pending Statuses List.
•
Choose the statuses you want to set as pending in the Available Statuses field. You
cannot select Open and Closed statuses as pending, but you can select any other
statuses.
•
Click the Add Status button. The pending statuses are displayed in the Selected Statuses
field. To remove a status from the pending list, click on the status in the Selected Statuses
field and then click the Delete Status button. This only removes the status from the list of
pending statuses; it does not delete the status from the Workspace.
Defining Service Level Agreements
An unlimited number of service level agreements (SLAs) can be defined here. The names,
resolution times, and contract descriptions of each SLA depend on the service level field type, the
capacity of the service desk, and the requirements of the customers and their service contracts.
For example, in a corporate help desk, SLAs may be defined for different incident types, such as
“Network outage”, with a resolution time of 2 hours, or “request new speakers”, with a resolution
time of 2 weeks.
TIP
Because missed service level due dates can produce negative SLA reports, and unhappy
customers, it is important to set realistic expectations when creating SLAs. Over time, as the
system is used and service level metrics are tracked, you should see an increase in issues that meet
or exceed their service levels.
1.
Name—Enter a name for the Service Level, for example, Gold or Network outage. This is the
name that is displayed.
2.
Description of Contract—Enter the details of the service level contract, for example, "Resolve
in 2 hours". A virtually unlimited amount of text can be entered. The description is available
to agents in a pop-up window when viewing a customer’s Issue.
•
3.
Attach a new description file (optional)—An electronic file, such as a Word document or
text file, can be uploaded containing a detailed service level description. This attachment
is available to agents in the SLA Information pop-up window from the customer’s Issue
screen.
Response Time— Enter the amount of time allowed for Issue response for this service level.
Time can be specified in minutes, hours, days, and/or weeks. The response time autopopulates an SLA Date/Time field (which you can designate). If, for example, 2 hours is
entered and an Issue comes in at 9am on Friday, the associated Date/Time is automatically
set to 11am on Friday. This differs from the resolution time in that the Issue is supposed to
be resolved by the designated time with resolution time, but with response time, only a
response to the Issue needs to be sent within the designated period. There are two
additional choices for calculating response time:
•
Real Time (default)—Time is calculated on a 24-hour, 7-day week, 365-day per year basis.
So, if an Issue is received at 4pm on Friday, and the response time is 2 hours, the due
date will be set to 6pm on Friday.
•
Work Schedule Time—Time is calculated using the Workspace Work Schedule. For
example, if an Issue is received at 4pm on Friday (with a two-hour response time) and
the Workspace Work Schedule is defined as 9am-5pm Monday-Friday, the due date is
Monday at 10am.
NOTE
203
Numara FootPrints Reference Manual
One day of work calendar time is equal to the number of workday hours of work calendar time,
not necessarily the next day that work is scheduled.
NOTE
If you specify work schedule time, but you haven't defined the Workspace Work Schedule, realtime is used.
4.
Resolution Time—Enter the amount of time allowed for Issue resolution for this service level.
Time can be specified in minutes, hours, days, and/or weeks. The resolution time autopopulates the SLA Due Date field. If, for example, 2 hours is entered and an Issue comes in
at 9am on Friday, the due date is automatically set to 11am on Friday. There are two
additional choices for calculating resolution time:
•
Real Time (default)—Time is calculated on a 24-hour, 7-day week, 365-day per year basis.
So, if an Issue is received at 4pm on Friday, and the resolution time is 2 hours, the due
date will be set to 6pm on Friday.
•
Work Schedule Time—Time is calculated using the Workspace Work Schedule. For
example, if an Issue is received at 4pm on Friday (with a two-hour resolution time) and
the Workspace Work Schedule is defined as 9am-5pm Monday-Friday, the due date is
Monday at 10am.
5.
Escalations Associated with SLA—If this is a new service level, there are no associated
escalation rules. Escalation rules can be defined in the next step.
6.
SLA Response Time—If Auto-populate based on the Submission Time + Response Time is
selected, the designated Response Time field is automatically set by the system when Issues
are created based on the response time defined for this service level. For example, if the
response time is one hour, and the Issue is received on Friday October 1 at 2pm, the
response time field is automatically set to Friday October 1 at 3pm. This is done dynamically
on the Create Issue page when submitted by an Agent or by the system for Issues
submitted by Customers via the web or email. If you do not want the system to autopopulate this field, select Do not auto-populate. You can also opt to leave the field Empty.
7.
SLA Due Date—If Auto-populate based on the Submission Time + Resolution Time is
selected, the Due Date field is automatically set by the system when Issues are created
based on the resolution time defined for this service level. For example, if the resolution
time is two hours, and the Issue is received on Friday October 1 at 2pm, the due date is
automatically set to Friday October 1 at 4pm. This is done dynamically on the Create Issue
page when submitted by an Agent or by the system for Issues submitted by Customers via
the web or email. If you do not want the system to auto-populate this field, select Do not
auto-populate. You can also opt to leave the field Empty.
8.
When you are finished, enter your password and click Save SLA to create the service level.
The page refreshes to the Service Level Agreement Administration page.
To create additional service levels, click the Add New SLA button on the Service Level Agreement
Administration page and repeat the above process. An unlimited number of service levels can be
created. Each is listed as a drop-down choice in the Service Level field.
NOTE
Metric reports are available for service-level agreements.
Creating Escalation Rules for Service Levels
One or more escalation rules can be created for each service level. Rules can be created to autoassign Issues, change the priority or status, send email notification, and more. An unlimited
number of escalation rules can be created for each service level.
204
FootPrints Administration Manual
To create an escalation rule:
1.
Select Workspace | Administration | Service Level Agreements. Under Existing Service
Level Agreements, select Add a New Escalation under the desired service level. The
escalation setup page is displayed. Please refer to the topic on Escalationfor more
information on the options on this page.
2.
As an example to clarify your next actions, if requests from "Gold" level users should be
escalated to high priority immediately and assigned to the Workspace Administrator, the
following escalation might be created:
•
Name: Gold Level
•
Escalation On/Off: Choose On.
•
Escalation Time: Check Instant Escalation.
•
Actions:
•
ƒ
Send Email to Workspace Administrator
ƒ
Priority—Change to High
ƒ
Color code—Red
ƒ
Status—Change to Open (assuming Issues may be submitted by Customers as
Requests or may be entered by an internal user)
ƒ
Assignment—Re-assign to Workspace Administrator.
Criteria: Status=”Request” or “Open” (highlight both), Service Level=Gold
NOTE
The associated service level in the Service Level field is highlighted by default.
3.
Now all new Requests and Issues submitted where the SLA level is Gold in the Address
Book immediately receive a priority of High and are assigned to the Workspace
Administrator. The Administrator also receives an email (or page) and the Issue appears in
red on the FootPrints Homepage.
4.
One or more escalation rules can be made for each service level (or no rules can be
created). If you want an Issue’s priority to escalate as the Issue ages, you can create multiple
rules based on age using the re-escalate Issue checkbox.
NOTE
To make a rule based on Due Date, use the Age rather than the Due Date field.
Quick Issue Templates
Quick Issues are templates that contain pre-filled information for frequently reported customer
Issues, such as "Password Reset", "Service Request", etc. For example, a Quick Issue template for
"Password Reset" would start out pre-filled with a description of the problem, the problem
categories pre-filled with Network and Password Reset, and perhaps a status of Closed. The
Agent only needs to fill in the user's contact information to submit the Issue. The Workspace
Administrator can create an unlimited number of templates, which are available to all Agents and
customers from the FootPrints Toolbar.
For details on Master and Subtask Quick Issue Templates, refer to the Numara FootPrints
Reference Manual.
205
Numara FootPrints Reference Manual
Creating Quick Issue Templates
To create a new Quick Issue template:
1.
Select Administration | Workspace from the FootPrints Toolbar, then select Quick Issue
under the Automated Tasks section of the Workspace Administration page.
2.
If this is the first Quick Issue template, in the top section of the Quick Issue Administration
page, enter a name for the template (this is displayed in the FootPrints Toolbar) and click
GO. The name is limited to 20 characters. A longer Title can be given in the actual
template.
3.
When creating subsequent templates, the Manage Quick Issue Templates dialog is
displayed in the top section of the administration page. To create a new template, select the
GO.
radio button for Create a new Quick Issue Template, enter the name, and click
4.
The Create Quick Issue template page is displayed. This page is similar to the regular Create
Issue page, but with fewer fields. Address Book fields, time tracking, etc. will be filled in by
the Agent when an Issue is created with the template.
5.
The available fields are:
206
•
Title—This is the Title of the Issue. It can be as long as needed.
•
Priority—This is the default priority for Issues created with the template. It can be
changed by the Agent when creating the Issue, as needed.
•
Status—This is the default status of Issues created with the template. It can be changed
by the Agent when creating the Issue. If the type of Issue the template relates to is
usually resolved during the initial call, Closed can be selected as the Status for the
template.
•
Issue Information—One or more Workspace fields can be set here for the template. Any
fields not filled out here can still be filled out by the Agent when creating a new Issue
from the template. Mandatory fields do not have to be populated when creating the
template (although they can be), but must be filled out when the Agent creates an Issue.
For example, you may have a mandatory field for Follow-up Date that depends on
when the Issue is created. Do not fill this field out when creating the template; instead, it
is mandatory for the Agent to fill out when creating an Issue with template. A field like
Problem Type, however, would be appropriate to set in the template, as this remains
constant for Issues created with the template. Exception: Date fields (but not Date/Time
fields) contain a checkbox for Current Date. If this is checked in the template, it is prefilled with the current date when an Agent creates an Issue. This would be useful for a
field like Date Reported.
•
Description—This can contain a pre-filled description of the problem and/or Solution.
The Knowledge Base can be used in the template to select the Solution if it already exists
there.
•
Attachments—One or more files can be attached to the template. New Issues created
with the template automatically contain links to the attachments. This is useful for
standard Request types for procedures, patches, or other documents.
•
Assignees—Optionally select one or more Assignees or Teams to be assigned to Issues
created with the template. If no assignees are selected, the default Auto Assignment
rules apply to Issues created with the template. For example, if the default rule is to
assign an Issue to the Agent creating it, an Issue created by an Agent using the template
is assigned to the Agent.
•
Email settings follow the rules for the Workspace.
FootPrints Administration Manual
6.
When you are done populating fields, click
7.
The template is created. The Quick Issue Administration page is displayed. From here, you
can edit or delete the template or create new templates.
8.
The template appears on the FootPrints Toolbar for all Agents under the new heading
Quick Issue.
GO.
Define Quick Issue Ordering
By default, Quick Issue templates appear in the FootPrints Toolbar in the order in which they
were created. They can be easily re-ordered by the Workspace Administrator at any time.
To change the ordering of Quick Entry templates as they appear on the Toolbar menu:
1.
On the Quick Issue Administration page, scroll to the bottom section, Define Quick Issue
Ordering. This contains a dialog box listing all of the Quick Issue templates (including
Master Quick Issues).
2.
To:
3.
•
move a template, highlight the template name and use the up and down arrow buttons
to change its position.
•
sort templates alphabetically (A-Z), click Sort Ascending.
•
sort templates in reverse alphabetical order, click Sort Descending.
When you are satisfied with the order, click
in the Workspace.
GO. The re-ordering is reflected for all users
Preventive Maintenance
The Preventive Maintenance feature enables the FootPrints user to provide proactive service
management with Quick Issue Templates that automatically create new issues on a recurring
basis, which can be used for periodic server maintenance, ensuring password changes on
strategic accounts every X days, regular auditing of systems for SOX compliance, or any other
regularly scheduled maintenance event.
Create a Preventive Maintenance Template
To create a Preventive Maintenance template:
4.
Select Administration | Workspace from the FootPrints Toolbar, then select the Preventive
Maintenance link from the Automated Workflow section of the main frame.
5.
In the Manage Preventive Maintenance frame, select the Create button. Two additional
fields are displayed:
6.
Template Name-Enter a name for this template. Keep it brief, but try to make it descriptive
so that you'll be able to identify the task at a glance later.
7.
Master-The Master checkbox is for designating the Issue as a Master Issue. If you create the
Issue as a Master Issue,you will make subtasks in a new step that follows.
8.
Click the GO button. You may be prompted for your password at this point. Enter it and
click the GO button in the pop-up password window. The Create a Preventive Maintenance
Template page is displayed.
207
Numara FootPrints Reference Manual
9.
The Preventive Maintenance Template page is completed in the same way that you would
complete a Quick Issue template. Enter the information you want in the Issue when it is
created. The fields on the Preventive Maintenance Issue are the same ones as on regular
Issues in the workspace, so you may want to think about adding fields that are specifically
for Preventive Maintenance, if they are needed. Note that the template page does not
identify any required (i.e., mandatory) fields. Required fields will still be required when an
Issue created from the template is edited. Note that, after the Preventive Maintenance
template is created, when scheduling the recurring appointment for the template (see
below), the Invitees field for the appointment is populated with the Assignees from the
template (if there were any). If Invitees are added to the apppointment, they are also added
to the Assignees in the issue(s) generated by the recurring appointment. Both the
template's Assignees and the appointment's Invitees become Assignees in generated issues.
10. When you have finished entering the Issue information, click the SAVE button. The
Preventive Maintenance administration page is displayed and the new template is listed in
the Templates field. The next step is to schedule the date on which an Issue is created from
the template.
Scheduling a Preventive Maintenance Template
1.
Click on the template that you wish to schedule in the Templates field.
2.
Click on the Schedule button.
208
•
Title—Enter a Title for the appointment. This is the subject of the appointment, such as
Quarterly Meeting. If it is important for other users to know who is involved in the
appointment at a glance, you may want to include the names of the people involved in
the Title, e.g., Bob S. to work on Server.
•
Start Time—Select a time for the appointment to start. If a time was selected from the
Day View, it is pre-filled here. Hours are listed in one drop-down (1-12 or 0-23
depending on your preferences), with minutes available in 5-minute increments (from 055) in a second drop-down. If the 12 hour clock is used, a third drop-down is available to
select AM or PM. If an appointment lasts all day, select None for Start and End times.
These appointments are displayed at the top of the Day View with no time associated.
•
End Time—Select a time for the appointment to end. If a time was selected from the Day
View, this will default to 1 hour after the Start Time. If the 12-hour clock is used,
remember to select the correct option for AM or PM. If None is selected for Start Time, it
should also be selected for End Time.
•
General Info tab—The General Info tab has the following options:
ƒ
Location—Optionally enter a location for the meeting or Appointment, e.g., Board
Room or Customer Site.
ƒ
Link Issues Using the Field—If the current Workspace contains at least one Date/Time
field, you can optionally link the appointment to an Issue. When creating the
appointment from the Calendar, this automatically creates a new Issue with data
from the appointment. Select the Date/Time field to populate with the appointment
Start Time from the drop-down. Select No Link if you do not want to create and link
to an Issue. Refer to Linking Appointments to Issues for complete information on this
feature.
ƒ
Use Data from Issue—By default, the template shown here is the one you selected
before you clicked the Schedule button. This field is provided to allow you to set the
Schedule of a different template if you decide that the one you selected previously is
not the one you want to schedule. When you initially create a schedule, you will likely
remain with the default selection. Use the drop-down to select the template whose
data will be used to populate the Issue you are scheduling.
FootPrints Administration Manual
NOTE ON USE OF CALENDAR
Customers, members of other Workspaces, and non–users of FootPrints are not available to be
Invitees. The FootPrints Calendar is intended for use by FootPrints Agent/administrator users. If
non–Workspace Members must be notified of an appointment, the email notification you receive
can be forwarded to them (see below). Users can also be copied on any Issue linked to an
appointment.
ƒ
•
Invitees tab—One or more members of the current Workspace can be invited to the
appointment. Invitees become Assignees on the generated Preventive Maintenance
issue. Examples of invitees would be members of a committee who attend a committee
meeting or a technician who is scheduled to work at a customer’s site or an entire Team
at once for a Team meeting. To invite a user, select the name on the left and click the
right arrow button. Select Check Availability to see who is available for the
appointment. Refer to the chapter on scheduling for more information. To invite an
entire Team at one time, click the team name, then select Assign Team, then click the
right arrow button. The appointment is propagated to the Availability calendar for all
the individual members of the team. The ability to invite a Team is only supported in the
Day View.
ƒ
•
Description—The Description can be used to include any notes or details of the
appointment.
Check Availability—Before inviting Agents to an appointment, you can check Agent
schedules to determine the best time for scheduling the appointment.
Email Confirmation—FootPrints can send users email confirmation about an
appointment. This is in addition to any email notification the users receive regarding
FootPrints Issues (including linked Issues). Email notifications include all of the
information about an appointment as well as an optional link to synchronize the
appointment with the Microsoft Outlook Calendar (the link is for those not using the
FootPrints Sync add-on module). The options are:
ƒ
Email me—If this is checked, you receive an email notification about this appointment
(regardless of whether you are invited to the appointment).
ƒ
Sync w/Outlook—If this is checked, notifications include an attachment that
synchronizes the appointment with the user's Microsoft Outlook Calendar (refer to
Syncing Appointments–this is not for FootPrints Sync users).
ƒ
Email Invitees—If this is checked, all users invited receive an email notification for the
appointment.
ƒ
Set reminder—If a reminder is set, users receive a second email notification before the
appointment starts. The reminder is sent before the appointment as specified by the
person who created the appointment. Time period available before the appointment
starts are: 5, 10, 15, or 30 minutes, 1-5 hours, 1 day, 2 days,and 1 week.
NOTE
The time specified for the email notification to be sent is based on the internal clock of the
FootPrints server. If an appointment is set to begin at 1:00 PM, Monday, December 2, 2005, and
the reminder is set for 30 minutes, the email is sent at 12:30 PM of that day based on the time on
the server where FootPrints is installed.
•
Recurrence tab—Appointments can optionally be set to recur at regular intervals. The
appointment is displayed on the Calendar for each day that it recurs. The options are:
ƒ
None—No recurrence. The appointment occurs just the one time. Recurrence is left
off by default, but if you have clicked the Activate Recurrence checkbox, you can click
it a second time to turn it off.
209
Numara FootPrints Reference Manual
ƒ
Daily, Weekly, Monthly, Yearly—Click the radio button to select the frequency with
which the appointment occurs. It can be once every day, once a week, once a
month, or once a year.
ƒ
Daily—Set the recurrence for every X day(s) of the week (i.e., enter "1" for the
recurrence to be every day, Sunday through Saturday, "2" for every other day, "3"
for every third day, etc.) or only on weekdays (i.e., Monday through Friday) in
combination with the every X day(s) schedule.
ƒ
Weekly—Set the recurrence for every X weeks (i.e., enter "1" for the recurrence to
be every week, "2" for every other week, "3" for every third week, etc.) and select
which day(s) of the week it is to occur by clicking the appropriate checkbox. You
can select more than one day per week. For example, you could create an
appointment for every second week on Monday and Wednesday.
ƒ
Monthly—The appointment recurs on a monthly basis. By default, there is no end
date. Specify the date on which it is to occur (for example, the 19th of the month)
by selecting the radio button and entering the date, as well as the frequency
(every X months) of the appointment (i.e., enter "1" for the appointment to take
place every month, "2" for the appointment to take place every other month,
etc.). Alternatively, select the second radio button, then use the drop-down fields
to designate in which week of the month (first week, second week, etc.) the
appointment occurs, the day in that week, and the frequency.
ƒ
Yearly—The appointment recurs on a yearly basis. By default, there is no end
date. Specify the date on which it is to occur (for example, September 19th) by
selecting the radio button and entering the date of the appointment.
Alternatively, select the second radio button, then use the drop-down fields to
designate in which week of the month (first week, second week, etc.), the day of
the week, and the month of the year in which the appointment occurs.
ƒ
No end date—When this is checked, the appointment recurs without end.
ƒ
End by—Specify the date on which the appointment ceases to recur.
SAVE to create the appointment. The appointment is added to the Calendar and
Click
email notifications are sent to users (if selected). The appointment is displayed in the Day,
Week, and Month view of the Calendar.
3.
Issue Workflow
The Issue Workflow feature allows you to define workspace-wide options for Issue behavior
under specific circumstances, e.g., subtask creation and closure, linking and moving issues. It is
accessed by selecting Administration | Workspace from the FootPrints toolbar, and then selecting
Issue Workflow from the Automated Workflow section fo the administration page. The options
are:
•
210
Copy/Move Issues Into This Workspace—Define the workspaces from which issues can
be copied/moved into the current workspace.
ƒ
All Workspaces—Issues can be copied/moved from any other workspace into the
current workspace.
ƒ
Selected Workspaces—If this radio button is selected, additional fields are displayed.
Click a workspace in the Workspaces list and use the arrows to move the workspace
into the Allowed list. To remove a field from the Allowed list, click the workspace and
use an arrow button to move it into the Workpaces list. When an agent tries to
FootPrints Administration Manual
copy/move an issue into the current workspace, the agent will only be able to
copy/move issues from the Allowed list of workspaces into the current workspace.
•
Dynamic Issue Linking—Select which actions should be performed on Issues in this
workspace when they are being automatically updated as a result of a dynamically
linked Issue having been updated. The options available are:
ƒ
Update Title—Checked by default
ƒ
Update Status—Checked by default
ƒ
Update Description—Checked by default
ƒ
Update Priority—Checked by default
ƒ
Update Issue Information Fields—Checked by default
ƒ
Update Contact Information Fields in Issue—Checked by default
ƒ
Copy New Attachments
ƒ
Update Contact in Address Book
ƒ
Add Contact to Address Book if New
NOTE
In the case of Issues dynamically linked across different workspaces, statuses, priorities, fields, etc.
that are not present in this workspace do not carry over to the Issue in this workspace.
Dynamically linked Issues are not updated at all when a Customer performs an edit.
Also, note that, when using Issue Workflow rules, dynamically linked Issues in the receiving
Workspace are updated even if the agent’s role would not normally allow that agent to update
those fields if the Issue Workflow allows the update. In the case of customers, however,
dynamically linked Issues are not normally updated, regardless of the customer’s role properties in
the receiving Workspace.
•
Status for Moved Issues—Select the status for the source Issue when moving an Issue
from the current Workspace to another Workspace. The default is Closed.
•
Subtask Closure Process—Upon the closure of the last non-closed subtask, FootPrints can
either automatically close the Master Issue or send an email to the assignees of the
Master Issue informing them that all subtasks have been closed without changing the
Master Issue status. The default is to automatically change the status to Closed.
•
Subtask Sequencing—This feature sets default Status names for the sequencing of Master
Issues. An inactive Status has been built into FootPrints for Subtasks that are not due to
be performed in the sequencing queue. This can be renamed by typing in the Name of
Inactive Subtask Status field. By default, when a Subtask becomes active in the sequence,
its Status is set to Open, but you can select a different Status upon activation from the
Status Upon Activation of Subtask field. By default, when a Subtask is completed, its
Status is set to Closed, but you can select a different Status upon completion from the
Status Upon Completion of Subtask field.
•
Subtask Automatic Status Change—Upon changing the status of a Master Issue to one of
the statuses selected below, FootPrints can automatically change the statuses of each
subtask to that of the Master Issue.
•
Copy Subtasks Into This Workspace—When performing a cross-workspace copy of a
Master Issue, FootPrints can either copy or not copy the subtasks as well.
•
Template Subtask Field Inheritance—Choose which fields will inherit their value from the
Master Issue when a Subtask gets created from a Subtask Template. Manually created
Subtasks always inherit all fields. If there is a value for the Subtask field in a Subtask
Template and the field is set on this page to inherit its value from the Master Issue, the
211
Numara FootPrints Reference Manual
field will take the value from the Master Issue and not the Subtask Template. For details
on Subtask Templates, refer to Create Subtask Templates.
When you have selected the necessary Issue workflow options, type in your password and click
GO.
Scheduling and Availability
A Workspace Work Schedule can be defined for a Workspace and for individual Agents. Regular
working hours, days off, and holidays can be defined by the Workspace Administrator. Escalation
rules can be configured to follow the calendar. Holidays and exceptions to the regular schedule
are also defined here. In addition, administrators can set a schedule for a second shift.
Select Administration | Workspace | Calendar and Scheduling | Work Schedule to access the
administrative options for these features.
Schedules are created for the entire Workspace and for individual Agents. The corporate
schedule, as reflected in the Workspace Work Schedule, can be tied to the Agent schedule for
company holidays, or separated if Agents need to be available to work when the organization is
officially closed. These options can be defined as follows:
•
•
Define Work Schedule for Workspace and Individual Agents—The work schedule for the
Workspace default and for individual Agents can be defined here, including normal
working days and hours, vacations, and holidays. Select the Workspace or an agent
GO, and proceed to:
from the drop-down, click
ƒ
Manage the Workspace Scheduleor
ƒ
Manage the Agent Schedule
Define options for Availability—The following options are available for determining
availability of Agents throughout FootPrints:
ƒ
Auto Check Availability—If enabled, the availability of assigned Agents is
automatically checked when creating or editing Issues based on the current
date/time or based on the value in a date/time field (such as Work Scheduled Date)
ƒ
Date Fields for Availability—When viewing the availability matrix from the Create
Issue, Edit Issue, or Appointment page, one or more date or date/time fields can be
used as criteria for determining Agent availability in addition to the current date/time.
Select the fields to be included.
NOTE
If no date fields are highlighted here or no date fields exist in the workspace, the current
date/time at the time of assignment is used to determine availability when assigning Issues.
Type in your password to save changes and click
GO.
Using Availability with Round-robin Team Assignment
In addition to using Agent availability when creating appointments or assigning Agents to Issues
manually, Agent availability can be taken into account when auto-assigning Issues using the
Round-robin Team Assignment feature. When enabled, this option assigns each Issue that is
assigned to the Team to the next available Team member in the list. It is applied when Issues that
are assigned to a Team manually, via auto-assignment, and via an Escalation rule. Refer to Roundrobin Team Assignment for more information.
212
FootPrints Administration Manual
Manage Workspace Schedule
The work schedule can be defined for the Workspace as a whole or for individuals in the
Workspace, including normal working days and hours, vacations, and holidays, by selecting
Administration | Workspace | Calendar and Scheduling. In addition, a second shift can be
defined for the entire Workspace or for individuals in the Workspace.
To define the work schedule:
1.
Select Administration | Workspace | Calendar and Scheduling. The Calendar and
Scheduling page is displayed.
2.
The current Workspace name is displayed in the drop-down in the Work Schedule section.
If other schedules were created in the current Workspace, they are also displayed in the
drop-down. The Workspace radio button is populated by default. If you wish to set a
schedule for an Agent in the Workspace, you must select the Agent radio button. To set the
work schedule for a different Workspace, select the Workspace from the drop-down field.
The drop-down displays all of the schedules created under the current Workspace only.
NOTE
If a work schedule is defined for an Agent, the Agent's work schedule is used in determining
availability. If there is no work schedule for an Agent, the Workspace work schedule is used.
3.
Click the Add or the Edit button. The Work Schedule page is displayed.
4.
FootPrints allows you to define more than one work schedule per workspace. In the
Custom Work Schedule section, name this schedule.
5.
To define the Workspace Work Schedule, select options in the following sections on this
screen:
•
•
Normal Work Week—Define the normal work days and working hours for the
Workspace. For each day of the week, do the following:
ƒ
For each day worked, check the Work Day box and select a time range by entering
start and stop times in the drop-down boxes.
ƒ
For 24-hour work days, check the 24 Hour Day option.
ƒ
Use the Toggle shift button to set a second shift work schedule. The Toggle
shift button displays a second set of work schedule times for the selected day.
Holidays/Exceptions—Define special days when the normal work days and hours are not
in effect.
ƒ
Add New Holiday/Exception—To add a new holiday or exception to the Workspace
calendar, specify the following:
ƒ
Type—For days off, such as a holiday, select Day Off. For extended closing
periods, select Date Range. For half-days or other exceptions (including, for
example, a special Saturday that is worked), select Partial Day.
ƒ
Name—Give the holiday or exception a name, like Independence Day, Closed for
Inventory, etc.
ƒ
New Date—Provide the date of the holiday or exception.
ƒ
End Date—When Date Range is selected, also provide the date when the holiday
ends (this should be the last day of the holiday, not the first day back).
ƒ
Start Time/End Time—When Partial Day is selected, you must provide the start
and end time of the special time that is included in the work schedule (not the
time that will not be worked). This is useful when you need to define additional
work days for a busy season or to define a half-day. For example, if 8am-12pm is
213
Numara FootPrints Reference Manual
selected on a day where the normal work hours are 8am-5pm, the default
Agent's schedule only shows availability for 8am-12pm for that day.
ƒ
•
•
Add New to add the holiday or exception.
ƒ
Modify Existing Holiday/Exception—To modify an existing holiday or exception, select
it from the list and click Modify. The characteristics of the holiday/exception
populate the options in that section. Make the changes.
ƒ
Delete Existing Holiday/Exception—Select the holiday/exception to delete and click
Delete.
Reporting Options—Using these reporting options only make sense when you have the
same number of work hours defined for each day in the week.
ƒ
Make this the default work schedule—If you wish to use the schedule you've defined
for the Workspace when calculating the age of issues for reporting purposes, check
this box.
ƒ
Time Format—Define the format for presenting time-based calculations for reporting.
ƒ
Define Work Day—Define the number of hours in a work day for reporting
calculations. If the Time Format is specified as "Days, Hours, Minutes" and the work
schedule is in effect, then a work day is defined as the number of hours you specify in
the Define Work Day field.
SLA Options
ƒ
6.
Click
Define Work Day—Define the number of hours in a work day for reporting purposed
when defining reports for SLAs. One day of work schedule time is configured to be
equal to this many hours of the work schedule time calculating the SLA due date, not
the next day for which work is scheduled.
To apply any changes made in this section, enter your password and click
GO.
Manage Agent Schedule
The Workspace Administrator can create and manage Agents' work schedules. If their role
permissions allow, Agents can also create and modify their own schedules through the FootPrints
personal Calendar.
1.
To manage an individual Agent's work schedule as an Administrator, under Administration
| Workspace | Other Options | Calendar and Scheduling | Work Schedule, click the Agent
radio button, select an Agent from the drop-down list, then click the Add or the Edit button.
The Work Schedule page is displayed.
NOTE
If a work schedule is defined for an Agent, the Agent's version of the work schedule is used in
determining availability. If there is no work schedule for an Agent, the Workspace work schedule
is used.
2.
The Agent's work schedule can be defined here, including normal working days and hours,
vacations, and holidays. If an Agent does not have a work schedule defined, the
Workspace schedule is used to determine availability.
3.
The following options are available:
•
Normal Work Week—Define the normal work days and working hours for the Agent.
For each day of the week, do the following:
ƒ
214
For each day worked, check the Work Day box and select a time range by entering
start and stop times in the drop-down boxes.
FootPrints Administration Manual
ƒ
•
Holidays/Exceptions—Define special days when the normal work days and hours are not
in effect.
ƒ
ƒ
4.
For 24-hour work days, check the 24 Hour Day option.
Add New Holiday/Exception—To add a new holiday or exception to the schedule,
specify the following:
ƒ
Type—For days off, such as a holiday, select Day Off. For vacations and extended
leaves, select Date Range. For half-days or other exceptions (including, for
example, a special Saturday that is worked), select Partial Day.
ƒ
Name—Give the holiday or exception a name, like Independence Day, Closed for
Inventory, etc.
ƒ
New Date—Provide the date of the holiday or exception.
ƒ
End Date—When Date Range is selected, also provide the date when the holiday
ends (this should be the last day of the holiday, not the first day back).
ƒ
Start Time/End Time—When Partial Day is selected, you must provide the start
and end time of the special time that is included in the work schedule (not the
time that will not be worked). This is useful when you need to define additional
work days for a busy season or to define a half-day. For example, if 8am-12pm is
selected on a day where the normal work hours are 8am-5pm, the default
Agent's schedule only shows availability for 8am-12pm for that day.
Click
Add New to add the holiday or exception.
•
Modify Existing Holiday/Exception—To modify an existing holiday or exception, select it
from the list and click Modify. The characteristics of the holiday/exception populate
the options in that section. Make the changes.
•
Delete Existing Holiday/Exception—Select the holiday/exception to delete and click
Delete.
To apply any changes made in this section, enter your password and click
GO.
Customer Surveys
When this feature is enabled, a customer satisfaction survey can be automatically emailed to
customers when their Issues are closed. The email, with the survey attached, is sent to the
customer according to the rules specified under Administration | Workspace | Automated
Workflow | Customer Surveys.
IMPORTANT
Check local laws governing automated surveys before enabling the feature.
Surveys contain field data from the originating workspace (as opposed to the Customer Survey
workspace), but the field names in the survey are all from the Customer Survey workspace and
should be set there.
NOTE
A Customer Survey workspace does not count towards the limitation of three workspaces for
owners of the Base Starter Pack. Additional survey workspaces will count towards the limitation.
Please contact your salesperson for details on obtaining the Extended Starter Pack.
NOTE
215
Numara FootPrints Reference Manual
For the survey option to work correctly, outgoing email notification must be enabled for the
system (under Administration | System | Email).
To enabled this feature:
1.
Select Administration | Workspace | Automated Workflow | Survey from the FootPrints
Toolbar.
2.
Place a check in the box to enable this workspace to send Customer surveys.
3.
Choose whether you want to have surveys tracked in a FootPrints workspace associated
with this workspace or if you want to create and use your own survey.
NOTE
If you wish to use a FootPrints Workspace, you must create that Workspace in advance using the
Workspace Setup Wizard and selecting the Customer Surveys template.
•
Track Surveys in a FootPrints Workspace—If you select this option, a drop-down list of
survey workspaces that have been created and associated with this workspace is
displayed in the Step 2: Configuration section.
ƒ
•
4.
Create and track your own survey—If you select this option, you have the following
option in the Step 2: Configuration section:
ƒ
Reply address for survey email—Enter the email address to which replies to survey
emails should be sent. In Step 4 you may have set up the survey results to go into
another Workspace. You may also want the replies to the survey email to go into this
Workspace. In that case, use the email address for this other Workspace. Incoming
email address can be set up on the Administration | System | Email page. Also, you
may not want FootPrints to track the survey results at all. Enter the email address to
which you want people to send email when they reply to the survey email. This
address can belong to a person who is responsible for reading the survey results or to
another application’s email address.
ƒ
Attach File—You may not be tracking your survey results in another FootPrints
Workspace. You must create the survey outside of FootPrints and then attach it here
if you want a survey attached to your survey email. Only .txt and .html files are
supported. Options are also provided to replace the attachment you've attached
previously or to delete the attachment.
Step 2: Configuration
•
Subject of the survey email—Enter a subject line for the survey email.
•
Custom Message—The text entered here is included in the body of the survey email.
Certain keywords can be used that are automatically replaced by their associated values
once the email is sent. Click the Click here link to view a list of keywords.
5.
Step 3: Survey Criteria—Select when to send customer surveys:
•
216
Choose a Workspace to Send the Surveys to—You must have another FootPrints
Workspace already in built if you want FootPrints to track the survey results. Use the
Customer Survey workspace template from the Workspace Setup Wizard to create
this workspace. You can create a new workspace using the Administration | System
| Workspaces | Create A New Workspace option. Step 4b of the Workspace Setup
Wizard allows you to setup all the survey options for this workspace. A template is
created for the survey workspace that is attached to the survey email. When the
customer fills this template out and submits it, the results automatically go into the
survey workspace.
Send surveys for Issues with Closed Status - When selected, Step 4: Frequency displays
options that are appropriate for sending surveys based on the Issue status.
FootPrints Administration Manual
•
Send surveys for Issues based on Escalation Rule(s) - When selected, Step 4: Frequency
displays options appropriate for sending surveys based on an escalation rule.
•
An Add New Escalation link allows you to create an escalation rule on the fly. Clicking
the link displays the page for setting up an escalation rule.
6.
Step 4: Frequency
•
If sending surveys based on status.
ƒ
Send surveys each time Issues get Closed
ƒ
Customers have a 1 in X chance of receiving a survey if they haven't received a
survey in the last Y months. Select the values for X and Y.
ƒ
ƒ
For X: Choosing a value of 2 for X does not mean that a survey email is sent for
every other issue that is closed. It means that each issue closed has a 1 in 2 (50%)
chance of resulting in a survey email.
ƒ
For Y: Indicate how often customers are allowed to receive surveys. You may not
want the same customer to receive more than one survey in a 1, 3, 6, or 12
month period.
Allow on demand surveys - Checking this box adds a checkbox to the create/edit
Issue screen to send the survey when the Issue is submitted regardless of other
choices in this section and regardless of status.
NOTE
You may want to send a survey for every issue that is closed, but only if that person has not
received one in the past 1, 3, 6, or 12 months. Use the second option and set the value of Y to 1
so that each closed issue has a 1 in 1 chance of sending a survey email.
7.
8.
Step 5: Miscellaneous
•
Send surveys to customers and agents- Leave unchecked to send surveys to customers
only or check this box to have surveys sent to both customers and agents.
•
Send surveys to all linked customers when a Global Issue is resolved. This option can be
selected regardless of when surveys are being sent out.
•
Include Javascript data validation on surveys and HTML Forms. This option can be
turned off so that the Javascript validation is not included.
•
Allow anonymous survey submissions - When the survey is returned, it comes back with
the original issue information deleted.
Enter your password in the Apply Changes section and click
GO.
Add Survey Question
If you've chosen to track surveys in a FootPrints workspace, you must create the survey questions
to be sent out. To create the survey questions:
1.
Change to the survey workspace.
2.
Select Administration | Workspace from the FootPrints Toolbar and then select Survey
Question Configuration from the Fields section of the main frame. The Survey Question
Configuration page is displayed. In other, non-survey workspaces, the link in this position is
labeled "Field Maintenance".
3.
You can Add, Edit, or Delete a survey question from this page. Click the Add Question
button. The Question Setup section is displayed.
217
Numara FootPrints Reference Manual
•
Type Question- Enter the survey question in this field. Responses are in the form of
selecting a value from a set of numbers or words, so the question should be appropriate
to that form of survey. Some examples might be:
My experience with Widgets International was helpful:
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
On a scale of 1 to 6, with 6 being the highest, how highly do you rate our speed of response?
1
2
3
4
5
6
•
Make this question mandatory - Checking this box makes answering the question a
requirement. If the question is made mandatory and the customer or agent tries to
return the survey without answering a mandatory question, the customer or agent is
notified that the question must be answered prior to returning the survey.
•
Define Scale - This drop-down field allows you to reuse the answer scale from another
question.
•
Max Scale Value - Sets the number of values in the answer scale. The maximum allowable
number of values in the scale is 10.
•
Enter the caption that will be associated with each value - By default, answer scale is
populated with numeric values. You can change those to words or a combination of
words and numbers.
•
Caption alignment - Choose whether to place the caption for the answer scale to the
right, left, above, or below the field for entering the value.
•
Include a comments box with this question? - Check the box to include a field for
entering comments with the question. If you check the box, drop-downs are displayed
for you to select the size of the box that is displayed in the survey. The answers given by
the customer are not limited to the size of the box. The column and row drop-downs
only determine what size box is visible.
•
Include a question header? - Check the box to include a heading with the question. If
you check the box, a multi-line character field is displayed for you to enter the text for the
header and a drop-down is displayed for you to choose whether to align the heading
flush left, flush right, or centered above the question.
4.
Click the Finish Question button to add the question to the survey. Repeat these steps to
add more questions to the survey.
5.
When you have finished adding questions, enter your password in the Apply Changes field
and click the GO button. If you skip this step, the questions are not added to the survey.
Using Scaled Surveys to Get Averages
Because integers represent the responses to survey questions, you can run a Metric Report to determine
averages for answers. To do so you would need to:
218
•
Create at least one survey scaled report, for example, "Rate the service you received on a
scale of 1-5, with 1 being Excellent and 5 being Poor".
•
Create a Custom Metric and Graphics Report. Refer to Custom Reports for details on how
to create the report. Additinal information for Metric Reports can be found in Metrics and
Graphics.
•
When building the report, in Step 3, choose to get an Average of your survey question.
•
You can get a subtotal of these values. For example, you might choose to subtotal them
by "Original Assignee".
FootPrints Administration Manual
Change Survey Question Order
When you have more than one question in your survey, the questions are displayed in order of
appearance on the Survey Question Configuration page.
To change the order in which survey questions are displayed:
•
Change to the survey workspace.
•
Select Administration | Workspace from the FootPrints Toolbar and then select Survey
Question Configuration from the Fields section of the main frame. The Survey Question
Configuration page is displayed.
•
Click on the survey question in the Current Questions list.
•
Click the Move Up or Move Down arrow buttons to move the question up and down in
the order.
219
Numara FootPrints Reference Manual
220
FootPrints Administration Manual
Chapter 14: Configure Reporting
FootPrints is capable of producing a variety of report types. This Getting Started document only
describes the custom reporting function in detail. For details on reporting and other report types,
as well as how to set up the Auto Run feature to automatically run reports at desired times or
intervals, refer to the Numara FootPrints Reference Manual. A detailed description of the
Reporting function can also be found in the FootPrints User Guide.
The Custom Reports feature allows you to create report templates based on any combination of
criteria, with many formatting options. Formatting options include headings, columns, sorting,
and color graphs. Single and two-level metrics based on any fields can be included. Report
output can be exported to another application (such as Excel) and can be scheduled to be run on
a regular basis.
NOTE
The names of many of the fields in FootPrints can be changed by the administrator (Title, Priority,
Status, Description, etc.), as well as the name of the records (Issue). Custom fields can also be
created. For clarity, this manual always refers to FootPrints records as “Issues” and uses the
default terms for the other field names.
To create a custom report, select Reports | New Report from the FootPrints Toolbar. The Custom
Report Wizard is displayed:
1.
2.
Step 1: Style—Select the output style of the report. Choices are:
•
Columns—Issue data is displayed in fixed columns. One Issue is displayed per row.
Columns can be selected from any available fields.
•
Wrapped—Each Issue returned is displayed in its own mini-table. Line breaks can be used
to wrap data to multiple rows, for example, to place the Description in its own row. This
style is useful for printing reports that contain many fields.
•
Metrics and Graphics—Create custom metrics and graphs of counts, averages and sums
on any field. Single and two-level metrics are supported. Output options include table,
bar, and pie charts.
•
Export—Export data to atext file that can be saved to your local desktop. Use this format
to import FootPrints data into a spreadsheet or other programs
•
Include metrics...—Column and Wrapped reports can also contain metric charts and
graphs. Check this box to include metrics in a Column or Wrapped report (not available
for Export option).
GO to display the rest of the report options. The steps on the next page depend
Click
on the report style selected in Step 1.
221
Numara FootPrints Reference Manual
3.
Step 2: Heading—Define what is included in the heading at the top of the report output.
Available for all styles except Export. Options include:
•
Title—This is displayed at the top of the report.
•
Date—The date the report is run (updates each time the report template is re-run).
•
Time—The time the report is run (updates each time the report template is re-run).
•
Workspace name—The name of the Workspace.
•
Logo graphic—The logo image displayed in the current Workspace.
There are two possible steps 3. One if for column and wrapped reports and the other is for metric
reports and combo reports.
4.
Step 3: Heading—Select the columns to display in the report. All fields are available. This
option is available for all styles except Metrics. For example, to display Title:
•
For Type of Field, choose FootPrints Fields.
•
Highlight Title under Fields.
•
Click Add Field. Title now is added to the Selected Fields box.
•
Email History—The Email History field is a special field that includes the email history in
the report. This provides an audit trail in reporting. Because this type of report searches
every record included in the report for every email notification, using this field can cause
a slowdown in the reporting.
•
History—The History field is a special field that includes the Issue history in the report.
This provides an audit trail in reporting. Because this type of report searches every
record of every change to the Issues that are being reported, using this field can cause a
slowdown in the reporting.
•
Re-order—To change the order of fields to be displayed, highlight a field in the Selected
Fields box and click the up or down arrow to move it.
•
Line Break—Insert a line break (Wrapped style only).
•
Description—Choose which descriptions to include in the report and when to wrap the
data (only applies if Description is included in the Selected Fields box). You can include
the original, newest, two most recent, or three most recent descriptions in your report.
NOTE
An Original Description option is not available for the FootPrints database.
•
Assignees—If Assignees is selected, the full names of the assignees are displayed in the
report (e.g., Bob Smith). This is not suitable for importing the report output into another
Workspace, as user ID’s must be specified in a data import file. To create a file that
includes assignees user IDs (e.g., Bob Smith), use the System Administration Export
Workspace Data option.
•
Metrics—Create custom metrics and graphs of counts, averages, and sums on any field.
The option is available for Metric style, and for Column and Wrapped style if the Combo
checkbox is checked. Metrics and Graphics Options
NOTE
This section only determines which fields to display; it does not determine the selection criteria for
the report. The criteria are chosen later in the report.
5.
222
Step 4: Select Criteria—Choose the criteria, using issue fields, for the report. Only select the
criteria you want to search on.It is important to understand the meaning of relative periods
and aging in order to obtain accurate information, especially as the searching and
reporting functions of FootPrints rely on the same types of criteria. If a search is requested
FootPrints Administration Manual
on Issues for "the previous three months," and the date is the 15th of May, then the period
searched or reported on will be from February 15th through May 14th, inclusive. That is,
the report or search will exclude the current date and give the three month period prior to
the current date. This is to ensure that reports and searches yield consistent results. If
reports and searches included the current date, then the results might differ depending on
the time of day at which the search or report was performed.
6.
Step 5: Contact Criteria— Choose any additional criteria, using address book fields, for the
report. Only select the criteria you want to search on.
7.
Step 6: Advanced Criteria— The FootPrints Advanced Reporting criteria section uses the
same mechanism as the Advanced Search. Refer to section above on Advanced Search for
detailed explanation of criteria.
NOTE
It is important to understand the meaning of relative periods and aging in order to obtain
accurate information, especially as the searching and reporting functions of FootPrints rely on the
same types of criteria. If a search is requested on Issues for "the previous three months," and the
date is the 15th of May, then the period searched or reported on will be from February 15th
through May 14th, inclusive. That is, the report or search will exclude the current date and give
the three month period prior to the current date. This is to ensure that reports and searches yield
consistent results. If reports and searches included the current date, then the results might differ
depending on the time of day at which the search or report was performed.
GO to run the report. To save the report, enter a name before
Step 6: Run Report—Click
you run it. Choose Personal to save the report for yourself. Choose Shared/Internal to share
your report template with other internal FootPrints users. Shared/Public reports are available
to all users including customers (the report only contains data the user is allowed to see).
Shared/Public reports appear on the customer Pre-Defined Reports page. Each time a
saved report template is run, it returns the latest matching data.
NOTE
Saving the report here only saves the report formatting options and criteria chosen in this form,
notthe results of the report. This feature can be used to run the same report in the future, for
example, once a week. Each time the report is run, it returns the latest data from the current
Workspace. Saving report output is covered in the topic on Saving and Printing Report Data.
8.
GO, the report is displayed in a separate browser window. Large reports
After clicking
sometimes take a few minutes to run. To view the details of an Issue, click the Issue number
(or whatever field is in the first column) in the report. This displays the Details page for that
Issue in the main FootPrints frame.
The report can be saved or printed from the browser window. If the Export style was selected, a
Save As dialog box is displayed. Save and name the report to your local hard drive.
NOTE ON PERMISSIONS
Reports can be restricted based on a user's Role 8. Custom Reports may not be available or some
options may not appear if your role does not allow access. Please consult your FootPrints
administrator for more information.
8
A user type assigned to one or more users to define permissions. Both built-in roles and custom roles can
be assigned to users. Examples of built-in roles include Agent, Customer Read/Submit, and Project
Administrator.
223
Numara FootPrints Reference Manual
224
FootPrints Administration Manual
Chapter 15: Configure the
Knowledge Base
The Knowledge Base is a place to record, organize, and manage important information for a
FootPrints Workspace. This can include, but is not limited to: Solutions to common problems,
answers to Frequently Asked Questions, patches, and documents. By utilizing the FootPrints
Knowledge Base feature, you can turn the past experiences of individual customers and Agents
into a database of Solutions for all Workspace members. This can assist in Agents in finding
resolutions to recurring problems and in empowering customers to find answers to their
questions without submitting a Request.
The following administration options are available for the Knowledge Base:
•
Knowledge Base Approvals—Require Solutions to be approved before being published.
•
Manage External Knowledge Bases—Add, edit, and re-order the external Knowledge
Bases available for searching by Agents.
•
Field Availability—Exclude some fields from the Solution form.
•
Auto-filter Fields
•
FAQ Administration—Create and manage FAQ categories in the Knowledge Base.
Knowledge Base Approvals
By default, Agents in FootPrints can submit Solutions to both the Public and Internal Knowledge
Bases. Using role permissions, you can limit certain users from submitting to the Knowledge Bases
and/or require some users to receive approval before their Solutions are published. This allows
the administrator to have better control over what information is published to customers and to
review Solutions before customers see them.
Knowledge Base Role Permissions for Agents
To limit users from creating Solutions or to require them to first get approval, you must change
the permissions for the users' Role.
To configure Knowledge Base permissions for a User Role:
1.
Select Administration | Workspace | User Roles from the FootPrints Toolbar.
225
Numara FootPrints Reference Manual
2.
Select the role from the drop-down and click Edit Role Properties.
3.
If you have never configured roles for this Workspace, you can select the default Agent role
to apply the permission to all Agents in the Workspace.
4.
If you have one or more custom roles, you can choose to apply the permission to one or
more roles.
5.
If you would like to require only certain Agents to get approval to publish Solutions, and
you've never configured roles, you can create a new role and then apply it to those users.
Refer to User Roles for complete information.
6.
In the Knowledge Base section of the Agent Role Properties page, there are two permission
options:
•
Ability to add to the Public Knowledge Base—For creating Public Solutions.
•
Ability to add to the Internal Knowledge Base—For creating Internal Solutions.
7.
For each type of Solution, there are three options:
•
Yes—User can create Solutions that are published immediately.
•
Needs Approval—User can create Solutions, but they must be approved by an approver
(an administrator or other Workspace member designated as an approver; refer to
Selecting approvers for more information) before they can be published to the
Knowledge Base.
•
No—User cannot create Solutions of this type.
8.
If Needs Approval is selected for one of the Solution types for at least one role, then you
must designate one or more Knowledge Base Approvers for the Workspace. This is done on
the Workspace Administration | Knowledge Base page (see below).
9.
In the Edit section of the Roles page, there are two additional permission options for
Solutions:
•
Editing Public Solutions—If this is enabled, the user can edit existing Solutions in the
Public Knowledge Base.
•
Editing Internal Solutions—If this is enabled, the user can edit existing Solutions in the
Internal Knowledge Base.
NOTE
These two options do not apply to approvals of pending Solutions, only to published Solutions.
Whether or not a user can edit a pending Solution is based on whether the user is an approver
and whether the user is the one who submitted the Solution for approval.
10. When you are finished changing the Knowledge Base permissions, scroll down to the
GO.
bottom of the screen, enter your password, and click
NOTE
The permissions selected above only apply to creating and editing Solutions. Agents can always
view and search the Knowledge Base, both Internal and Public.
Selecting Approvers
When Agents are required to receive approval before publishing Solutions, one or more users
must be designated as approvers. These users (usually administrators) receive email each time a
Solution is submitted for approval and can approve, edit, or reject the Solution.
226
FootPrints Administration Manual
To select Approvers:
1.
Select Administration | Workspace | Knowledge Base from the FootPrints Toolbar.
2.
A list of all internal users in the Workspace is displayed in the Knowledge Base Approvals
section. Select the users that you want to be approvers for the Knowledge Base from this
list. Multiple users may be selected by holding down the CTRL key.
3.
By default, any administrators in the Workspace are pre-selected as approvers. You can
leave them selected, designate only one or more of them, or select a completely different
user or users.
4.
Users selected as approvers should have permission to submit Solutions without approval.
5.
Users selected as approvers can approve all pending Public Solutions and pending Internal
Solutions for the Workspace for all users that require approval. You cannot designate
certain approvers for certain users or different approvers for Internal and Public Solutions.
6.
When you are finished selecting the Knowledge Base approvers, scroll to the bottom of the
screen, enter your password, and click
GO.
Knowledge Base Role Permissions for Customers
Customer users cannot create, edit or submit Solutions for approval. Customers can only view
Solutions in the Public Knowledge Base, and view Public FAQs. There is a permission option for
Customer Roles that determines whether those Customers can view the Public Knowledge Base
and FAQs.
To configure Knowledge Base permissions for a Customer User Role:
1.
Select Administration | Workspace | User Roles from the FootPrints Toolbar.
2.
Select the customer role from the drop-down and click Edit Role Properties.
3.
If you have never configured roles for this Workspace, you can select the default Customer
Read/Submit role to apply the permission to all Customer Read/Submit users in the
Workspace.
4.
If you are using multiple built-in or custom customer roles, you can apply the permission to
one or more of these roles. Refer to User Roles for complete information.
5.
There is an option for Knowledge Base in the Miscellaneous section of the Customer Role
Properties page. If Yes is selected, users can view and search the Public Knowledge Base
and FAQs. If No is selected, the Public Knowledge Base is hidden from the users. Customers
can never view the Internal Knowledge Base or FAQs.
6.
The next option, Default home page, can be configured to display Solutions or FAQs to the
customers when they first log into FootPrints (assuming they have permission to view the
Knowledge Base), or to display their Requests or the New Request form (if they are not
allowed to view the Knowledge Base).
7.
When you are finished changing the Knowledge Base permissions, scroll to the bottom of
GO.
the screen, enter your password, and click
8.
If the users of that role are not allowed to view the Public Knowledge Base, the Search
Knowledge Base options are removed from their interface.
227
Numara FootPrints Reference Manual
Manage External Knowledge Bases
Agents can search external Knowledge Bases from the Search Knowledge Base option in the
Create Issue and Edit Issue pages and from the FootPrints Toolbar. When a user enters a keyword
and submits the search to an external Knowledge Base, the results are displayed in a new
browser window.
FootPrints comes with a number of popular external Knowledge Bases pre-configured. The
Workspace Administrator has the ability to remove or re-order these selections and to add the list
of external Knowledge Bases. For complete instructions on managing external knowledge bases,
refer to the Numara FootPrints Reference Manual.
Field Availability
By default, solutions contain many of the same fields found in Issues, including Title, Description,
and Issue Information (workspace) fields. Some other fields that are never included in solutions,
including Contact Information, Time Tracking, and Assignment, as they do not apply to solutions.
There may be some workspace fields that also do not apply to solutions, such as Follow-up Date.
You can exclude these fields from appearing in solutions, both on the Create Solution screen and
in the Details of a solution.
Additionally, some fields that appear in solutions may not be appropriate for issues. You can
include fields in solutions and exclude them from issues.
To exclude some workspace fields from solutions:
1.
Select Administration | Workspace | Knowledge Base from the FootPrints Toolbar.
2.
Highlight the fields to be excluded from solutions in the Select fields to be hidden in
Solutions list in the Field Availability section. To highlight multiple fields, hold down the
CTRL key.
3.
Enter your password and click
GO.
Solutions in the Knowledge Base no longer contain the fields excluded.
Notes and Restrictions
228
•
Excluded fields are excluded from both Internal and Public Solutions.
•
Workspace fields that are part of a dynamic dependency group or that normally appear
in a pop-up dependency window cannot be excluded.
•
Public fields that are excluded are no longer visible to Customers when they view Public
Solutions or to Agents when creating and viewing Public Solutions.
•
Internal fields that are excluded do not appear for Agents when creating and viewing
both Internal and Public Solutions (internal fields are never visible to customers).
•
Existing Solutions that contain data for the excluded fields no longer display the data.
FootPrints Administration Manual
Auto-filter Fields
The Auto-filter Fields feature allows you to select fields to use as a filter when searching the
Knowledge Base from the create/edit issue form. An automatic solution filter is applied to
knowledge base searches from the issue form based on values populated in the selected field(s).
In other words, when a field is selected as a filter and an agent searches the Knowledge Base
from a create/edit issue form, the results of the search are all solutions that have matching
information in the selected field. For example, if the filter field is "Product" and an agent performs
a Knowledge Base search from an issue in which the Product field is populated by the value
"NetSmither", the Knowledge Base search returns only solutions that have the term "NetSmither"
in the Product field.
To select fields to use in searching the Knowledge Base from a create/edit issue form:
1.
Select Administration | Workspace | Knowledge Base from the FootPrints Toolbar.
2.
In the Auto-filter Fields section of the page, highlight a field in the select field list, then click
the arrow button to move it into the Filter Fields list. Repeat this action until you have
selected all the fields you want to use.
3.
Enter your password and click the SAVE button.
4.
To remove selected fields from the Filter Fields list, highlight the field and use an arrow
button to move it back into the Selected Fields list, then enter your password and click the
SAVE button.
FAQ Administration
The FAQ (Frequently Asked Questions) categories are available to the Agent when searching the
Knowledge Base. FAQs are also available to customers who have access to FootPrints. These
categories are created and maintained by the Workspace Administrator for each Workspace. The
categories are defined by advanced search criteria and named and saved by the administrator.
Each time a category is accessed, it returns the latest Solutions that match the criteria defined for
that category.
Create FAQ Category
To create an FAQ category:
1.
Select Administration | Workspace, then select Knowledge Base in the mainframe under
Other Options. The Knowledge Base administration page is displayed. The FAQ Setup
section is the first section on the Knowledge Base administration page.
2.
To make a public FAQ category, i.e., accessible to both agents and customers, select the
PUBLIC link. To make an internal FAQ category, i.e., accessible to agents only, select the
INTERNAL link.
3.
To add the FAQ category, click the Add New Category button. The Search Criteria page is
displayed.
4.
Select the criteria for the FAQ. Options include Title, Description, Keyword, Date and Age,
and all Workspace fields for the current Workspace. For example, to return Solutions with
the word “password” in the Solution, enter password for the keyword.
5.
Select the Advanced options, which allow you to determine the order of display for the
Solutions within the category. The Solutions that are returned can be ordered by virtually
any field, including popularity.
229
Numara FootPrints Reference Manual
6.
At the bottom of the form, name the FAQ and click
GO.
7.
The current matching Solutions are displayed in the main frame. In addition, the category
appears in the FAQ list for Agents and customers in the current Workspace. Each time
someone accesses the FAQ, the latest Solutions that match the criteria selected are
returned.
NOTE
On all FAQ administrative pages, as you descend or ascend through categories and subcategories, a "trail of breadcumbs" is left to assist you in navigating the different levels of the
categories. The breadcrumbs are live links and you can ascend through category levels by clicking
on the breadcrumbs. The figure below illustrates this.
Create FAQ Sub-categories
To create an FAQ sub-category:
1.
Select Administration | Workspace, then select Knowledge Base in the mainframe under
Other Options. The Knowledge Base administration page is displayed. The FAQ Setup
section is the first section on the Knowledge Base administration page.
2.
To create a sub-category to a public FAQ category, select the PUBLIC link. To create a subcategory to an internal FAQ category, select the INTERNAL link.
3.
Click on the name of the FAQ category in the list of FAQ categories underneath the
PUBLIC/INTERNAL.
4.
Click the GO TO button. A list of sub-categories, if there are any, is displayed.
5.
To add a sub-category, click on the Add New Sub-category button. To add an additional
level of sub-category to an existing sub-category, click on the existing sub-category, click the
GO TO button again, then click on the Add New Sub-category button. The Search Criteria
page is displayed.
6.
Select the criteria for the sub-category. Options include Title, Description, Keyword, Date
and Age, and all Workspace fields for the current Workspace. For example, to return
Solutions with the word “password” in the Solution, enter password for the keyword.
7.
Select the Advanced options, which allow you to determine the order of display for the
Solutions within the sub-category. The Solutions that are returned can be ordered by
virtually any field, including popularity.
8.
GO. The sub-category is
At the bottom of the form, name the sub-category and click
created and you are returned to the previous page. The new sub-category is displayed in
the list.
230
FootPrints Administration Manual
Change the Order of FAQ Categories/Sub-categories
To change the order in which FAQ categories/sub-categories are displayed:
1.
Select Administration | Workspace, then select Knowledge Base in the mainframe under
Other Options. The Knowledge Base administration page is displayed. The FAQ Setup
section is the first section on the Knowledge Base administration page.
2.
Select the appropriate link, PUBLIC or INTERNAL, to display the FAQ category or subcategory that is to be edited.
3.
Click on the category in the list of FAQ categories. If you want to edit a sub-category, click
on the GO TO button. Continue to select sub-categories and click the GO TO button as
necessary to navigate to the category that you want to edit.
4.
Click on the category or sub-category that you want to edit in the list of categories/subcategories.
231
Numara FootPrints Reference Manual
232
FootPrints Administration Manual
Chapter 16: Additional Tasks
There are five additional tasks that may be performed as part of the initial FootPrints setup. These
are:
•
Import Issue Data
•
Set Mobile Options (only if you have purchased a FootPrints Mobile add-on module)
•
Asset Management Setup (only if you have purchased an Asset Management add-on
module)
•
Configuration Management with Service Catalog Setup (only if you have purchased the
Configuration Management add-on Module)
•
Change Management Setup (only if you have purchased the Change Management addon module)
Import Issue Data
You can optionally import data from another system into a FootPrints workspace under
Administration | System | Workspaces. The data fields must be in the order of the workspace
schema and the import file must be in comma-delimited form (.CSV). Refer to the FootPrints
Reference Manual for more information.
Set Mobile Options
The Numara FootPrints Mobile add-on module combines real-time, dynamic access to Numara
FootPrints via a web browser on Microsoft® Windows Mobile, RIM® Blackberry®, and Apple®
iPhone® devices, with Numara FootPrints Sync functionality for calendar, task and contact
synchronization. This module allows agents to manage their assignments, search the knowledge
base, etc. on the go and without the need of a PC.
The inherent drawback of mobile devices is the small viewing area. Configuration of the Mobile
Options page, therefore, is concerned with selecting the fields you want to be viewed via the
mobile device. When users view a FootPrints Issue on their mobile devices, they will see only the
233
Numara FootPrints Reference Manual
fields selected here for the create or edit page. However, users will be able to view both the
limited number of fields selected here on the details page as well as the full details.
With the exception of dependent fields, all field types (text fields, date/time fields, etc.) are
available for the mobile device.
NOTE
Auto-assign does not work for the mobile interface. Autofield works on mobile, so that could be
used as an alternative to Auto-assign.
To configure mobile device options:
1.
From the FootPrints Toolbar, select Administration | Workspace, then select Mobile Options
from the Other options section of the main frame. The Mobile Interface Fields page is
displayed.
2.
The Mobile Interface Fields page contains four multi-select fields:
•
Create/Edit Contact Information
•
Create/Edit Issue Information
•
Details Contact Information
•
Details Issue Information
3.
The multi-select fields display all of the fields that are present in a full FootPrints display on a
Create/Edit or Details page. Highlight the fields that you want displayed on the mobile
device for each of the pages using the normal multi-select controls (i.e., mouse clicks
combined with the CTRL or SHIFT key). For example, when displaying contact information,
you might only want to display the contact's first and last name, phone number, and email
address and exclude such information as his or her department, employee number, and job
title.
4.
When you have finished selecting fields, enter your password and click SAVE.
Be sure to test your selections after you've made them. You'll want to see how everything looks
on a mobile device before making this available to other users and it might require some
adjustment along the way.
Mobile View Limitations
Administrators can restrict the fields viewed by users on their mobile devices, but some things
work differently on the mobile device than they do in the full version of FootPrints. The first is that
fields with dependencies cannot be displayed on the mobile device. When selecting fields for
mobile display, dependent fields are not available to the administrator at all.
The second restriction is that Advanced Field Permissions do not fully apply to mobile devices. If a
field is hidden at all times from a user, then it will be hidden in the mobile view. However, if a field
is sometimes hidden and sometimes visible, then it will always be visible in the mobile view
regardless of the circumstances under which it is hidden in the full FootPrints. In addition, if a field
is writable in one status but not writable in another status in the full FootPrints, it is always
writable in the mobile view. Administrators should take these limitations into consideration when
selecting fields for the mobile view.
234
FootPrints Administration Manual
Other restrictions are:
•
There is no way to stop a ticket from being closed via FootPrints Mobile.
•
There is no way to stop some agents from using FootPrints Mobile. Once licensed, any
agent can use it.
•
Descriptions cannot be pulled from the Knowledge Base.
•
You cannot select a contact from a Quick Issue template.
•
Automatic Time Tracking is not supported.
•
There is no link to the calendar from the Date-Time field.
Configuration Management with Service Catalog
Setup
Configuration Management is an add-on module for FootPrints and must be purchased in
addition to the FootPrints product. It is ITIL-compatible and provides Service Catalog functions as
well as a wide range of configuration management functions. In addition, it can be integrated
with Numara Asset Management Platform to provide a highly ITIL-compatible solution. Refer to
the Numara FootPrints Reference Manual for complete details of configuring Numara
Configuration Management. The material on configuration management includes planning
suggestions as well as detailed instructions on the Numara Configuration Management software.
Change Management Setup
Change Management is an add-on module for FootPrints and must be purchased in addition to
the FootPrints product. Change Management is accessed by selecting Administration |
Workspace from the FootPrints toolbar, then selecting Change Management from the
Automated Workflow section of the administration page.
When setting up a change management process and phases in FootPrints, you should plan
ahead by deciding:
•
The criteria for automatically setting off an approval process (including all built-in and
custom fields)
•
Who approves the various phases of the process
•
Whether to grant super-approver status to anyone and to whom to grant it
•
The rules for meeting an approval (i.e., whether an Issue is approved or rejected based
on one vote, a majority vote, or a unanimous vote)
•
What to do when the Issue is approved or rejected (place the Issue in phase of the
process, change the Issue status, re-assign the Issue, etc.)
•
The email notifications for various stages of approval
•
Who has permission to access approval information
•
Whether to allow anonymous approvals
Refer to the Numara FootPrints Reference Manual or the FootPrints Change Management Guide
for more information.
235
Numara FootPrints Reference Manual
Asset Management Setup
Asset Management for the help desk gives you the ability to track users' desktop configurations,
including hardware, software, and network information, and to access that information in realtime while working on a user's Issue.
FootPrints offers five options for Asset Management:
•
Numara Asset Management Platform
•
Integration with Microsoft® Systems Management Server (SMS) Inventory
•
FootPrints Integration with LANDesk (Windows only)
•
FootPrints Deploy powered by Prism
For complete details on all aspects of Asset Management, refer to the online help or the Numara
FootPrints Reference Manual.
236
FootPrints Administration Manual
Glossary
Address Book
FootPrints table used to keep customer contact and configuration information. For example,
the Project Administrator may have set up the Address Book to hold a customer's name,
email address, phone number, location, etc. Multiple Address Books can be created within
FootPrints, each associated with one or more Projects.
Agent
A standard, full-strength user of FootPrints. Common uses for this user type include: Help
Desk Agent, Call Center Agent, Developer, Engineer, Manager and Project Member. Agent
users have the ability to use all of the basic functions of FootPrints, including creating,
viewing, editing Issues, and running queries.
Appointment
A record of the FootPrints Calendar. Used to schedule meetings, service calls, and other
types of appointments for FootPrints Agents. Can be optionally synced to the user's Outlook
Calendar.
Assignees
FootPrints users assigned to work on an Issue.
Contact
The default name given to a record in the FootPrints Address Book. Normally contains a
customer's name, email address, phone number, etc.
Customer
A user account type in FootPrints. This type of account is intended for both internal and
external customers, and other groups of people who require only partial access to the data.
A A Customer account is very cost-effective, and allow customer users to submit and track
their own Requests via the Customer Self-service interface, and to search the Knowledge
Base. The word "Customer" is used throughout this documentation to refer to both
employee customers and external customers who access FootPrints.
Customer Read KB
Customer role that only allows the user to view and search the Knowledge Base.
Customer Read KB/Requests
Customer role that only allows the user to view and search the Knowledge Base, and track
the status of his/her Requests.
Customer Read/Submit
Customer role that only allows the user to submit and track his/her own Requests, and
search the Knowledge Base.
Customer Read/Submit/Edit
Customer role that only allows the user to submit, track and edit his/her own Requests, and
search the Knowledge Base.
237
Numara FootPrints Reference Manual
Decision field
The single drop-down field that, when a value is selected, determines whether certain
project fields appear in a pop-up window when creating or editing an Issue. This only
applies when the "Field Dependencies" Pop-up Window option is enabled in a project.
Description
The built-in FootPrints field that contains all notes entered by users regarding an Issue. It is a
multi-line text field, and acts as a journal for an Issue. Each addition to the description
includes a time/date/user stamp. The Description can be displayed on the FootPrints
Homepage, on an Issue's Details screen, and in reports. A full-text search can also be
performed on the Description field.
Details
The Details Screen displays all the information about a FootPrints Issue. The details are
displayed by clicking the title of an Issue from the FootPrints Homepage. Data can include
Title, Status, Priority, Creator, Date and Time submitted, Description, Project field data,
Contact data, and file attachments.
Display drop-down
A dialog on the FootPrints home page that contains built-in and custom queues and
searches, such as "My Assignments". By selecting an option, the list of Issues on the home
page is updated to that queue.
Drop-down field
A type of custom Project and Address Book field. A drop-down choice field offers the user a
drop-down list of choices from which to pick. An unlimited number of values can be defined
per drop-down choice field.
Dynamic Address Book Link
The FootPrints feature that allows any LDAP-compliant contact database to be linked to
FootPrints. Supported contact databases include Microsoft Exchange 5.x/2000, Netscape
iPlanet, Lotus Notes and Novell Directory Services.
Global Issue
A special FootPrints Issue type used to designate important or frequently reported Issues
that will affect many users. Global Issues can be broadcast to all Agents, are displayed on
the Agent Home page, and can optionally be displayed for Customers to subscribe to.
Whenever a new Issue is reported with the same problem, the Agent (and optionally the
Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues
can be closed with the GlobalLinks together at one time.
GlobalLink
The child or related Issue linked to a Global Issue. A Global Issue is a special FootPrints Issue
type used to designate important or frequently reported Issues that will affect many users.
Global Issues can be broadcast to allAgents, are displayed on the Agent Home page, and
can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported
with the same problem,the Agent (and optionally the Customer) can link the Issue to the
known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks
together atone time.
Individual user
A full-strength user of FootPrints. Built-in types include Agent, Project Administrator, and
System Administrator. Custom Roles can also be created to assign different permissions to
different groups of users. Each individual user is assigned an individual account and
password and is the only person using that account. This type of account is intended for
internal users of the system, such as Help Desk Agents, Customer Service Representatives,
Engineers, and Administrators.
Issue
The default name given to a FootPrints record. Each Issue is a numbered record in the
FootPrints database around which all help desk and problem tracking activity centers. The
name for this may be different (Ticket, Entry, etc.) depending on how your system is
configured. An Issue can be opened, assigned, worked on, and closed by Agent users and
Administrators.
238
FootPrints Administration Manual
Knowledge Base
The Knowledge Base is a place to record, organize and manage important information for a
FootPrints project database. This can include, but is not limited to: solutions to common
problems, answers to frequently asked questions, patches, and documents. By utilizing the
FootPrints Knowledge Base feature, you can turn the past experiences of individual
customers and agents into a database of solutions for all project members. This can assist in
Agents finding quicker resolutions to recurring problems, and in empowering Customers to
find the answers to their questions without submitting a request.
LDAP Address Book
Any LDAP-compliant contact database linked to using the FootPrints Dynamic Address Book
link feature. Supported contact databases include Microsoft Exchange 5.x/2000, Netscape
iPlanet, Lotus Notes and Novell Directory Services.
Login
The first page that FootPrints displays when the URL for your Footprints system is requested
by a user's web browser. Also, the act of starting a FootPrints session.
Master Issue
A type of FootPrints Issue that contain Subtasks, each with a different task that must be
completed before the Master Issue is Closed. The Master issue is the "parent" in a
parent/child relationship between the Master Issue and its Subtasks.
Multi-select field
A type of custom Project and Address Book field. A multi-select field offers the user a dialog
box from which they can select multiple, pre-defined choices. An unlimited number of
values can be defined per multi-select field.
Organizational Unit
An Address Book field used to organize contacts, such as “Department” , “Company Name”,
“Business Unit”, or “Location”. Must be enabled by the Administrator.
Personal Calendar
A web-based calendar for a FootPrints Agent that can contain appointments, meetings, and
jobs for that user.
Primary key
The key field in the FootPrints Address Book that is used by FootPrints as a reference to
identify the customer contact. Examples include "Email Address" and "User ID".
Priority
A built-in field in FootPrints used to determine the severity or impact of an Issue. Priorities are
customizable, and may include numbers (1,2,3) or words (High, Medium, Low).
Project
FootPrints stores and tracks information in projects. A project is a separate sub-database
within the system, which can have its own custom fields, options and users. There is no limit
to the number of projects that you can create within FootPrints. You may choose to keep all
of your data in a single project, or you can create multiple projects. For example, one project
can be used for help desk activity, while a second project is used for internal bug tracking.
Project Administrator
A built-in User Role in FootPrints . In addition to all Agent user privileges, the Project
Administrator can administer a project, including adding custom fields, setting options, and
adding users.
Project Calendar
A web-based calendar for a FootPrints Project that can contain appointments, meetings, and
jobs for members of that Project.
Project field
Custom field created by the Project Administrator to store information about a particular
Issue. There is no limit to the number of fields allowed per project (NOTE: The FootPrints
database only allows 100 fields per project).
Quick Issue
Quick Issues are templates that contain pre-filled information for frequently reported
Customer Issues, such as "Password Reset", "Service Request", etc. For example, a Quick Issue
template for "Password Reset" would start out pre-filled with a description of the problem,
239
Numara FootPrints Reference Manual
the problem categories pre-filled with "Network" and "Password Reset",and perhaps a Status
of "Closed". The Agent only needs to fill in the user's contact information to submit the Issue.
The Project Administrator can create an unlimited number of templates, which are available
to all Agents from the FootPrints Toolbar.
Request
An Issue submitted by a Customer that has not yet been assigned. Also the Status assigned
to Issues submitted by Customers. Agent users can then "Take" the Request to work on it, or
Requests can be automatically assigned to one or more Agent users by the system. Your
FootPrints Administrator can tell you how Requests are to be handled in your organization.
Role
A user type assigned to one or more users to define permissions. Both built-in roles and
custom roles can be assigned to users. Examples of built-in roles include Agent, Customer
Read/Submit, and Project Administrator.
Solution
A record in the FootPrints Knowledge Base. Can be a solution to a common problem,
frequently asked question, patch, or step-by-step procedure. Solutions can be created from
scratch, or from existing Issues. Solutions are public, and can be viewed/searched by
Customers (as well as Internal users).
Status
The state of a Footprints Issue. Each Issue has a Status field, which tracks the workflow of an
Issue from "Open" status, the default state of a new Issue, to "Closed" status. The Project
Administrator can easily add new statuses to a project database, such as "Assigned",
"Pending" or "Testing".
Subtask
A type of FootPrints issue that is a "child" of a related "parent", called a Master Issue. Multiple
subtasks can be created to define different tasks to be completed for a larger Master Issue.
The Master Issue cannot be closed until all Subtasks are completed.
System Administrator
A built-in User Role in FootPrints. In addition to Agent user and Project Administrator
privileges for all projects, the System Administrator has control over the whole FootPrints
system, including administration of any project, adding new projects, and administering
licenses.
Taking
The option of allowing Agent users to assign themselves to a given Footprints Issue. This is a
Role option set by the Project Administrator for a particular Role.
Team
A organizational unit used to organize Agent users for assignment purposes, such as
“Application Support”, “Network Support”, “Development”, etc. Issues can be assigned to the
whole team, or to individual users within the Team. This allows an Agent to assign an Issue
to a group of people, such as a Development Team, without needing to know the individual
person who will work on the Issue.
User ID
The Footprints user name which, when entered with the proper password during login,
permits access to the Footprints system.
240
FootPrints Administration Manual
Index
A
add a field.................................................................................................................................................................127
address book ...........................................................................................................................................................100
Agent permissions ............................................................................................................................................161
description of ....................................................................................................................................................... 26
toolbar.................................................................................................................................................................... 55
agent..........................................................................................................................................................................149
built-in roles ........................................................................................................................................................148
agent permission options ....................................................................................................................................161
asset management .........................................................................................................................................29, 236
assignees............................................................................................................................................................34, 190
auto assign...............................................................................................................................................................189
availability
options for availability .....................................................................................................................................212
B
built-in customer roles ..........................................................................................................................................155
built-in roles
customer
read/submit...................................................................................................................................................155
read/submit/edit..........................................................................................................................................155
C
call................................................................................................................................................................................. 16
Change Management
Agent permissions ............................................................................................................................................161
configure
additional fields for Address Book ...............................................................................................................108
contact record.........................................................................................................................................................155
create
create issue
Agent permission ........................................................................................................................................161
customer ...................................................................................................................................................................157
adding..................................................................................................................................................................155
customer permission options .............................................................................................................................167
customer welcome message ..............................................................................................................................169
D
data import .................................................................................................................................................. 95, 96, 97
decision field............................................................................................................................................................138
dependencies..........................................................................................................................................................138
241
Numara FootPrints Reference Manual
design a FootPrints project ................................................................................................................................... 57
drop-down choice field ........................................................................................................................................126
Dynamic Address Book Link ............................................................................................. 98, 99, 100, 102, 103
E
edit issue
Agent permission..............................................................................................................................................161
edit role membership............................................................................................................................................169
email.............................................................................................. 174, 175, 176, 177, 178, 180, 183, 185, 198
incoming ................................................................................................................................................... 174, 177
outgoing..............................................................................................................................................................177
email template ........................................................................................................................................................180
entry ............................................................................................................................................................................. 16
escalation................................................................................................................................................. 34, 198, 201
Exchange.................................................................................................................... 98, 100, 102, 103, 174, 177
External Database Field .......................................................................................................................................108
F
FAQ ............................................................................................................................................................................229
field................................................................................................................................................................... 126, 138
adding to a Project ...........................................................................................................................................127
field dependencies.................................................................................................................................................138
field-level permissions ...........................................................................................................................................132
FootPrints implementation and design............................................................................................................. 57
Frequently Asked Questions...............................................................................................................................229
G
global issue ................................................................................................................................................................ 17
H
homepage.................................................................................................................................................... 42, 50, 51
I
implement a FootPrints project............................................................................................................................ 57
import ................................................................................................................................................................... 96, 97
installation .................................................................................................................................................................. 70
Instant Talk
Agent permissions ............................................................................................................................................161
internal fields ...........................................................................................................................................................113
issue.............................................................................................................................................................................. 16
Agent permission..............................................................................................................................................161
Issue creation
Agent permission..............................................................................................................................................161
K
Knowledge Base
Agent permissions ............................................................................................................................................161
L
LANDesk ..................................................................................................................................................................... 29
language...................................................................................................................................................................112
LANSurveyor.............................................................................................................................................................. 29
LDAP ........................................................................................................................................ 98, 99, 100, 102, 103
license.......................................................................................................................................................................... 69
load data....................................................................................................................................................... 94, 96, 97
Lotus Notes ................................................................................................................................................................ 98
M
master issue ............................................................................................................................................................... 17
Mcirosoft SMS ............................................................................................................................................................ 29
Microsoft Exchange........................................................................................................................................98, 175
242
FootPrints Administration Manual
N
Netscape iPlanet....................................................................................................................................................... 98
Novell eDirectory ..................................................................................................................................................... 98
P
permission levels
advanced field permissions............................................................................................................................132
field-level permissions ......................................................................................................................................132
primary key .................................................................................................................................................... 155, 167
priority .......................................................................................................................................................................137
project calendar
Agent permissions ............................................................................................................................................161
Agent schedule .................................................................................................................................................212
Project schedule ................................................................................................................................................212
project field ..............................................................................................................................................................126
Q
quick issue ............................................................................................................................................... 18, 206, 207
R
read permissions
Agent....................................................................................................................................................................161
remote control
Agent permissions ............................................................................................................................................161
rename workspace ................................................................................................................................................118
reporting...................................................................................................................................................................222
Agent permissions ............................................................................................................................................161
request.................................................................................................................................................................. 16, 18
role................................................................................................................................ 21, 155, 158, 159, 167, 169
Agent permissions ............................................................................................................................................161
assigning .............................................................................................................................................................170
unassigning ........................................................................................................................................................170
S
search
Agent permissions ............................................................................................................................................161
self-service ................................................................................................................................................................154
status..........................................................................................................................................................................135
subtask......................................................................................................................................................................... 17
T
taking
Issues or requests..............................................................................................................................................161
team .......................................................................................................................................................... 21, 151, 153
ticket............................................................................................................................................................................. 16
time tracking
Agent permissions ............................................................................................................................................161
toolbar .................................................................................................................................................................. 50, 55
U
user account ............................................................................................................................................................155
user role
edit role membership.......................................................................................................................................169
users ................................................................................................................................................................. 149, 154
100419-10/09
243