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FootPrints Service Core User Guide 11.5

1. 0000002 c cece cece ccc ccc cece cece cece cece eeeeeeeeeeeeeeereeeeeeeeeeeees 141 Using the Knowledge Base to Resolve an ISSUue oo ee ee cece cece cece cece cece ecec ce e RR rrr erre 143 POPU ANY 3925 cs ee ails cct pro der M Ee SI d uH Ren NE sac bed i E A EOM Atte eee ee Teta BN 144 Knowledge Paks from Right Answers 00 000000 ce ccc cece cece ce cee ccc sess esses sese esses essere 144 Advanced Mm s 0 cc 145 Advanced Issue Typ S 0 00 cece ccc cece cece cece IIR cece cece cece cece cece cece ee aa oa earannan aaran ann 145 Using Quick Issue Templates 2 2 0 0 000000000 c occ ccc cece eee cee cence ec eeeeeeeeeeeeeeeeeeeeeereeeeeees 146 Master Issues and Subtasks 2 222 0 occ eee ec ce cece cece cece eee cceeeseceeescceeeseeeeeseeeesseeeersesees 147 Master Quick Issue 22 e cece cece eee e eee e eee ceeeeeeeesseeeeeeeceeececeeeeeeeeees 153 Creating Global Issues suussssusssssssssssssssssssessssse esses sees esses esses sesso esee oaoaraa nene 155 Real time Issue Resolution Tools 2 22 2 22 cco c cece cece naaa Laaa ADADA LEDDA DALALDALA LALALALA La aoaaa 158 BMC Service Core FootPrints Sync 00 00000 c coco ccc ccc ccc cee cee eee e esee ssssssse essen nee 160 DOC lal Mediar 222522 sectio ee eB ne oe 2 Be ae Aree SO Er AE 167 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo
2. 0000000 000000 aa aa adaa raaraa eeeeeeeeeeeeeeeceeceecceeeeeeeeeeees 117 Editing Appolntmehts ss iiie covers e a ner a a Ried b ec a a a eur Rorpuna Me 6 119 Syncing Appointmeris E otsc ro Rote done E t xk Adeasceudootecsadedestingtasece 120 Linking Appointments to ISSU S 2 22222 ee eee s esee esses sess sss A Ea sees arannana 121 Creating Recurring Issues from the Calendar 00000020 occ ccc e cece cece eee eeeeeeeeeeeeeeeeeeeees 124 Calendar PreferenGes s atc ee i aca het a e yee tage Nite tote a tw oe eared one aad 125 iere em TM eE n 126 User Guide to BMC FootPrints Service Core Email llooiiiiiiiiiiissssssssssssslsssssssssss LaLa a aoaaa 128 Email Notification 22 020 2 occ ccc cece ce cece cece ce Is cee ececceeeccceeeseceeeeeceeeeseeeeeteceestetereeeneres 128 Using Incoming Emaily usne uteens sty erate ioe doc cu ite saa lie on AB Yio Dit Lae et Aaa Ni o 130 Knowledge Base esee ettet eoi eit ice a aaas desea kage ine sob ecos tende dtt eet t dele ees e eT 137 About Solutions 2 222 2 o oo eee ccc cece cece cece ccc eeececeeeeceeeececeeeeseeeeesceeeeseeeesteceetseceeeeesees 138 Create Solution from Scratch 2 02 2 occ c eee c cee ce cece eeseeeeeseceeeecceecseceeeseeeeteeeeeeeees 139 Create Solution from an Existing Issue 2 020000002 c coo ce eee aooaa endoa aoaaa ararauna 139 VIEWING SOIULIONS MEM 140 Knowledge Base Search Options
3. Contacts Write BMC FootPrints Service Core contacts into the PIM Regardless of whether you chose to synchronize both ways or in just one direction on the Transfer Methods tab you can only write contacts from BMC FootPrints Service Core to the PIM Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 164 BMC FootPrints Service Core User Guide 11 5 a Tasks Write BMC FootPrints Service Core Issues to the Tasks list When synchronizing from the PIM to BMC FootPrints Service Core tasks synchronization change
4. 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 e Name Change your display name does not affect user ID Replace the current name in the text box e Primary Email address Change your email address for BMC FootPrints Service Core email notification To change your email address replace the current address in the text box The option must be checked to receive email e 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 e 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 e Change Password Change your BMC FootPrints Service Core password Password must be entered twice Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S
5. 6 Onthe Advanced Criteria tab you can enter following criteria 1 Date If dates are specified the search returns only Solutions either created or last edited on before after or between the specified dates For example to return Issues created before January 1 2012 choose created before and fill in 112012 in the first date field leaving the second date field blank To search on the current date click the Current Date checkbox Other date ranges are also available Refer to Advanced Search for more information 6 Age If this section is filled in the search returns Solutions based on the specified time Number of days and hours can be specified Modifiers are also provided including Greater Than Less Than Equalto Greater than or Equalto Lessthan or Equalto and NotEqualto For example to return Solutions greater than three days old choose greater than and fill in 3 for Days 8 Order Search Results by Order the Solutions returned by the specified field The orders are descending most recent or highest first or ascending oldest or lowest first By default Solutions are ordered by reference number descending 9 And Or If And is chosen Issues must match all criteria chosen this is the default If Or is chosen only one criterion must be met 10 Clickthe Run tab and then click GO to submit the search The results are displayed in the main window or in the pop up if searching from an Issue page 11 If you are searching
6. 94 BMC FootPrints Service Core User Guide 11 5 Create a Time Tracking Report 1 Select Reports Time Tracking from the BMC FootPrints Service Core Toolbar 2 Complete the tabs as described earlier in this document under Custom Reports Some items however are specific to the Time Tracking Report as follows a Formatting Time Tracking reports contain built in data including Issue Number Title Time Spent Billing Amount etc Additional fields can also be included These fields are displayed one to a line in the order selected The History field is a special field that includes the Issue history in the report 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 This provides an audit trail in reporting Also select the format for text file output This only applies to Text File style Choices are comma delimited file csv tab delimited tsv or your custom delimited txt b Time Tracking Tab a Users Select users and teams whose Time Tracking data goes into the report Hold down the CTRL key to highlight multiple users or teams Select the Flat radio button to display a flat list of the names of Agents Select the Group By Team radio button to list the teams Click the plus sign to expand a t
7. Edit the new Issue as needed editing does not affect the original Issue Click the Save button to register the new Issue pug ML ee cuc ES If the link checkbox was checked the link to the original Issue appears in the new Issue This link is only viewable by inter nal users so customers cannot follow the link to an Issue that they don t have permission to view Cross workspace Copy Move Issues can be copied or moved between Workspaces In a multi Workspace environment this enables you to escalate Issues between Workspaces For example you could have two Workspaces Help Desk and Development If an Issue in the Service Desk Workspace must be passed to the Development team the service desk agent can copy the Issue to the Development Workspace assigning it to one or more developers Copy an Issue to Another Workspace To copy an Issue between Workspaces Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software I
8. PROJECT n where nis the Workspace number You can obtain the Workspace s number by submitting the listprojects email query Incoming email requests are checked for errors by BMC FootPrints Service Core Data that is incorrectly formatted is not lost but instead is added to the description For example if the name of a Workspace field is misspelled that line is placed in the description of the request BMC FootPrints Service Core also checks for invalid data For example if text is sub mitted for an integer type field BMC FootPrints Service Core does not create the request and sends the user an error mes sage email Once a Request has been submitted successfully via email it works the same as a Request submitted via the BMC Foot Prints Service Core interface Agents can take the Request and turn it into an Issue or the Workspace Administrator can assign it to one or more Agents Updates from Customers Customers can also update an Issue via email To reply to a FootPrints Service Core email notification 1 In your email reader Microsoft Outlook Lotus Notes etc select Reply to reply to a FootPrints Service Core email noti fication 2 Type your response above the line that states When replying type your text above this line In this way BMC FootPrints Serv ice Core only takes the latest information that you add eliminating duplication in the Description BMC FootPrints Service Core does not append anything below the line to
9. 222 e eee e eee naonao annn 1 What This Gulde Contalns ies dur Scie ploteoei di an take dedn t ede asad seen hoon se cues cease a a dr Eaa 1 Introduction to BMC FootPrints Service Core 22 2 0 2222 c cece cece cc nee e cece cece ceeeeeeeeeeeeeeeeeeeeeeees 1 Different Uses for BMC FootPrints Service Core 2 2 22 0 222 e 0000000000000000 cece nec e cece ce ceeeeeeeeeeeeseees 1 What s New in BMC FootPrints Service Core Version 11 5 22 0022 0 o ccc e ec ccc ce cece cece cccceeeecceeeeeeeees 2 BMC FootPrints Service Core Versions and Add ons 2 2 22 222 c cece cece eee ee cece cece ceeeeeeeceeeceeeeees 2 PerlEx Modules Packages and Extensions 2 22 02 2c eee e cece cece cece cece cee cc cece cece Re Reese eese 4 Getting ilel py 25s tect weh nii SE e tto a ad late aaah Sat lag ik rts ood AIE bru has alata tls 4 Technical SuUppOLti cue te op tton c6 chos Lee c tel ok LLL scu eat tal tips A eo Mes a Sar ele 4 SUPPO hx a tate don enon quite EUER TERRENCE 5 Key Concepts o oro hon A ania a de vnm Gu se ee be a ee 6 WOtKSpaces oie ala TE ole aee Skala ode Reb tel ete all 6 PS SUS ul enacts s M ses ED ta LM uda Em LU ee ees dubie AeA po Std leet 6 TYPOS Ol ISSUCS dco 25632 tee beo nent ee eee oe de eoi ee ebo es tera eee ete peti ee eet 6 Master Issues and Subtasks 22 0 0222 2 e eee e cece cee e cece cece cece ceeceeeeceeeeeeeeeeeeeeseees 7 Global Issues v mister t eoe to te ot t
10. BMC FootPrints Service Core User Guide 11 5 e Cross Workspace searches do not work for a person who is an Agent in one workspace and a customer in another If an Agent performs a cross Workspace search the results do not contain Issues from the Workspace in which the Agent is a customer e The record counter displayed at the top right hand side of the list of issues above the column headings is replaced with a page counter Instead of saying for example 1 20 of 217 meaning that 1 20 out of 217 issues are displayed it might say Page 1 of 217 total matching Issues when displaying Cross Workspace search results Create a Cross Workspace Search 1 Mouse over the Advanced search link and click Cross Workspace on the menu that is displayed 2 Included Workspaces Highlight the Workspaces to be included in the search Hold down the CTRL key to select multiple Workspaces Click GO when you are finished The Search Criteria page is displayed 3 Criteria Cross Workspace searches can include built in fields like Title Description Status Priority etc For additional infor mation on specifying search criteria refer to Advanced Search Criteria 4 Optionally save your search for later personal use or as a shared search to share with other Agents in the workspace 5 When you are finished entering the search criteria click GO 6 Theresults of the search are displayed in the main frame with issues grouped by Workspace under the Wor
11. Schema The Workspace Schema is a display of the order of the fields in a workspace TheWorkspace 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 Search 1 To try to locate an object a file a folder a computer a text 2 The process of seeking a particular file or specific data Shared Report Report that is available to other users in the same workspace to run 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and lo
12. Select the criteria for the report Only fill in or choose the criteria for which to search The Address Book Reporting criteria section uses the same mechanism as the Advanced Search Refer to section above on Advanced Search for detailed explanation of criteria 5 And Or TIf And is chosen contacts must match all criteria chosen above this is the default If Or is chosen only one crite rion must be met Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 109 BMC FootPrints Service Core User Guide 11 5
13. Tell BMC FootPrints Sync how to handle appointments created in BMC FootPrints Service Core when writing them to the PIM o Personal Appointments Only write personal calendar appointments to the PIM o Personal amp Workspace Appointments Write appointments from both personal cal endar and workspace calendar to the PIM a PIM gt BMC FootPrints Service Core Tell BMC FootPrints Sync how to handle appointments created in the PIM when writing them to the BMC FootPrints Service Core calendar BMC FootPrints Sync does not syn chronize invitees in an appointment from a PIM to an appointment in BMC FootPrints Service Core o Private Appointments Tell BMC FootPrints Sync how to handle private appointments created in the PIM when writing them to BMC FootPrints Service Core e Personal Calendar Only Write private appointments from the PIM to the personal calendar only e Personal and Workspace Calendars Write private appointments from the PIM to the per sonal and workspace calendars NOTE Because BMC FootPrints Sync has no way of knowing when a user is one of many invitees to an appoint ment if multiple invitees to a single appointment synchronize their Outlook calendars to the BMC FootPrints Service Core workspace calendar the same appointment will appear multiple times To avoid this problem invitees but not the originator to such an appointment should temporarily turn off synchronization to the Per sonal amp Workspace Calen
14. 155 BMC FootPrints Service Core User Guide 11 5 4 Title Priority Status These fields are pre filled with the information from the Global Issue There is no need to change them unless the GlobalLink has special properties for example the CEO has reported the problem and the Issue should receive an Urgent priority 5 Contact Information Select the user s contact information as you would when creating a regular Issue 6 Issue Information These are pre filled with information from the Global Issue Make any changes needed or fill in addi tional fields as required 7 Description This is pre filled with the description from the Global Issue Make any changes needed Changes to this field do not affect the Global Issue 8 Attachments Files attached to the Global Issue are also linked here 9 Assignment By default the GlobalLink is assigned to you or to whoever is normally assigned to Issues based on problem type or other Auto Assign Escalation rules The main Global Issue remains assigned to the original assignee of that Global Issue The original assignee is responsible for closing the Global Issue which also closes all of the associated GlobalLinks 10 Email The Agent or Team Assigned to the GlobalLink receives email notification if the Assignee checkbox is checked and the customer receive an email if the Contact checkbox is checked 11 Time Tracking Time tracking information applies to this GlobalLink 12
15. 6 Anchoring By default searches in the Address Book are anchored on the first letter for each field If you would rather not anchor searches such as when looking for a value that might appear in the middle of an address book field you may do so by selecting Non anchored 7 Data encoding Select the type of data encoding to use in displaying the output Options are e Server default The default encoding that is in use for the BMC FootPrints Service Core server Leave this as the selection if you are unsure about which choice to make e UTF 8 UTF 8 is very universal and handles pretty much all scripts If you have any problems with garbled char acters in the output and are not exporting the output to an application such as Microsoft Excel then use UTF 8 Otherwise if there are no problems with the output leave this field at the server default option e UTF 8 with Signature MS Excel Compatible UTF 8 with Signature MS Excel Compatible prints a UTF 8 Signature at the beginning of the file which allows certain applications such as Microsoft Excel to identify the text as UTF 8 Without this signature those applications interpret the data with the server s local encoding and some characters may be garbled 8 Create Report Click GO to run the report 9 Tosavethe report as a template enter a name Select Personal to save the report for yourself Select Shared Internal to share your report template with other internal BMC
16. Address Book History data etc This search can be more com plex than the built in searching functions of the BMC FootPrints Service Core interface since users can build com binations of AND and OR queries e Retrieve the details of an Issue Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 26 BMC FootPrints Service Core User Guide 11 5 e Create an Issue e Edit an Issue e Create dynamic or static link between Issues e Create anew contact in the Address Book e Edit an existing contact in the
17. Click GO The GlobalLink is created It is listed on the Details page for the Global Issue Create a Global Link from the Details Page of a Regular Issue Regular Issues can also be converted into GlobalLinks To convert a regular Issue into a GlobalLink 1 From the Details page of a regular Issue select Link to Global from the Details menu If this option is not available it is because the Issue already has other special properties that prevent it from being linked to a Global Issue Refer to Restric tions for more information 2 Apop up window is displayed with a list of available Global Issues to link Select the radio button for the desired Global Issue and click GO 3 The Create GlobalLink form is displayed It is pre filled with the information from the origination Issue not the Global Issue Make changes as necessary 4 Click GO The GlobalLink is created It is listed on the Details page for the Global Issue along with the other GlobalLinks Updating Global Issues A Global Issue can be updated by the assignee of the Global Issue or anyone with edit rights to it Updating the Title Work space fields priority etc of the Global Issue does not affect existing GlobalLinks The following occur when a Global Issue is updated e Two important fields are updated in all associated GlobalLinks when updated in the Global Issue Status When the Status of the Global Issue is updated the statuses of all associated GlobalLinks a
18. External users receive Solutions based on the keyword e HTML form Returns an HTML form with all fields for Issue submission for a Workspace e g HTML form or HTML form PROJ 5 Alternate Submitter via Email An Agent or administrator may need to submit an Issue for another user via email There are two steps to doing this e Select Workspace Administration from the BMC FootPrints Service Core toolbar then select Mail Preferences In the Incoming Email section of the Mail Preferences page set the Change Sender option to Allowed e Include an extra line in the body of the email sender jsmith widget com Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countr
19. If 24 is selected hours are displayed in the 24 hour format e Number of items to show for each day in week month views if truncating items in week month views Specify the number e Number of characters in day boxes of week month views before truncating the item if not displaying the full item Specify the number e Time slot length in minutes on the day view page Time slots on the day view are displayed as 60 minute slots by default You have the option to set the time slot to 15 20 30 or 60 minutes e Default reminder time You can set reminders to be displayed X minutes hours before the appointment or turn off reminders After you make changes click the GO button Scheduling About Scheduling and Availability Scheduling allows you to manage your work schedule and make it available to other Agents in the Workspace minimizing conflicts The Workspace Calendar is defined by the Workspace Administrator Default schedules can be created for all Agents in a Workspace but Agents can also modify their own schedules as necessary The following topics cover the different aspects of scheduling and availability for Agents e Creating a Schedule e Viewing Schedules e Checking Availability e Linking Availability to Issues To administer the Workspace schedule and define default schedules for Agents refer to Scheduling in the chapter on Work space Administration Viewing Schedules Agent schedules can be accessed by selec
20. If And is chosen contacts must match all criteria chosen above this is the default If Or is chosen only one crite rion must be met 4 Anchoring By default searches in the Address Book are anchored on the first letter for each field If you would rather not anchor searches such as when looking for a value that might appear in the middle of an address book field you may do so by selecting Non anchored 5 Data encoding Select the type of data encoding to use in displaying the output Options are e Server default The default encoding that is in use for the BMC FootPrints Service Core server Leave this as the selection if you are unsure about which choice to make Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may
21. Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 25 BMC FootPrints Service Core User Guide 11 5 Built in homepage listing My Approvals Built in BMC FootPrints Change Manager reports e Approval via email e Optional anonymous approvals For details on configuring BMC FootPrints Change Manager refer to Configuring BMC FootPrints Change Manager For details on using BMC FootPrints Change Manager refer to Using BMC FootPrints Change Manager BMC FootPrints Service Core 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 BMC FootPrints Service Core 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 emai
22. Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 15 BMC FootPrints Service Core User Guide 11 5 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 BMC FootPrints Service Core e Pop up window containing dependent fields For this type of field dependency a drop down 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 drop down 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
23. Solutions that were last edited on before after or between depending on the drop down selection you make next the specified date s are returned leave sec ond date blank for all but between NOTE When on a single date is chosen and you are reporting by month the report contains Solutions for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in Relative Searches by relative date allowing you to create a search or report that for example returns Solu tions for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year a Range Select this to search by a particular time period e g yesterday last Sunday etc Auto Run Reports Saved reports can be scheduled to run automatically and to be sent automatically via email on specified days times Refer to the Auto Run Reports topic under the Workspace Administration heading for more information Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S o
24. bmcsoftware BMC FootPrints Service Core User Guide Version 11 5 BUSINESS RUNS ON IT I T RUNS ON BMC www bmc com BMC FootPrints Service Core User Guide 11 5 Legal Notices Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trade marks service marks and logos may be registered or pending registration in the U S or in other countries All other trade marks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trade marks are the property of their respective owners Cisco is a registered trademark or trademark of Cisco Systems Inc and or its affiliates in the United States and certain other coun tries IBM is the trademark or registered trademark of International Business Machines Corporation in the United States other coun tries or both IT Infrastructure Library is a registered
25. click the link for CC A pop up window is displayed Enter the email address es to copy in the box provided separated by spaces select from the list of Agents or click Select Con tact to select an email address from the Address Book does not affect the customer contact for this Issue There are two options for CCs entered here a All Changes These users receive an email notification for each change to the Issue unless they are removed during a later update Issue Creation Only One Time These users only receive an email update for this update or sub mission e Send Survey To Customer lf you select this checkbox a BMC FootPrints Service Core survey is sent to the customer for this issue the person listed as the Contact If the administrator has set a rule goveming frequency i e send a survey to a particular customer no more than once every X months this checkbox overrides that rule This function is obedient to all other survey rules NOTE If the Agent adds a CC or CCs to an Issue upon creation the CCs are emailed a notification However that CC does not remain part of the Issue in subsequent edits so if the Agent edits the Issue and a notification is sent out when the edited Issue is submitted the CC s would have to be added again if the Agent wanted them notified In addition the CC s do not show up in the notification email to the contact Therefore if the contact replies to the notification email a copy of t
26. containing both MyProduct and Another Product This is the default operator b Select an option to capture Tweets from a specific Twitter user or from keywords MyProduct Ano therProduct monitoring Tweets comparing your product with another product c Select an option to determine how much of the Tweet to display e Display the first from 5 to 60 characters option e Display all characters Click the Add Component button Enter your password and click Save me Your Homepage displays the Twitter Feeds on your Dashboard To edit the Twitter Feeds see Edit a Dashboard Component in HomePage Preferences Viewing Twitter Tweets on Your Homepage After configuring your Preference to capture Twitter Tweets you can view them on your Homepage Note Your Workspace Administrator may have already set up an Agent Preference Template for your role to include the Twitter Feed dashboard component You can display more dashboard components on your Homepage depending on your role permissions as set up by your Workspace Administrator Twitter Feeds display as separate dashboard components on your Homepage A Tweet can contain up to 140 characters but not all of the message will display Administrators and Agents can configure their Twitter Feeds to display only the first 5 to 60 characters as well as all characters You can also configure the number of tweets to display in a dashboard com ponent between 1 and 10 e Refresh Com
27. customizable graphical representation of the individual s activity and the activity of Teams to which the Agent belongs for the current Workspace e Metrics Generate reports for statistical and historical analysis e Cross Workspace Reporting Create custom reports across multiple Workspaces e Time tracking Reports Generate time tracking and billing reports e Report Templates Create single Issue report templates for printing out Purchase Orders Work Orders Return Merchandise Authorization forms RMAs etc e Change Manager Reports Only available with the BMC FootPrints Change Manager Add on module provides data about Issues that match the Change Management criteria Executive Dashboard Executive Dashboard provides business intelligence regarding the performance of your service desk Agents with access to Executive Dashboard can set the types of data they wish to display and observe that data seeing it change dynamically as the Executive Dashboard is refreshed Executive Dashboard can provide information such as e Is my service desk keeping up with the work a Am I resolving as many Issues as are being created a Aml diminishing my carry over or just adding to it e How dol look this period compare to the same previous period The Executive Dashboard allows you to view trending showing data changes over time in a single view rather than com piling different reports from those same time periods In addition multiple dispa
28. istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 112 BMC FootPrints Service Core User Guide 11 5 To edit a Master Contact Record Oe eo N 6 Display the record on either the Address Book or Master Contact Record home page Click on the first column of the record you want to edit The Master Contact Record Detail View page is displayed Select the Edit link from the options above the detail view of the record The Edit page is displayed Edit the fields as appropriate To update all records that have a matching Master Contact Key check the Update Contacts checkbox This updates all of the records that have the same value in the Master Contact Key with the same data in the contact fields
29. 2101 CITYWEST BLVD HOUSTON TX 77042 2827 USA Any contract notices should be sentto this address BMC Software Inc 2101 CityWest Blvd Houston TX 77042 2827 USA 713 918 8800 Customer Support 800 537 1813 United States and Canada or contact your local support center Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential BMC FootPrints Service Core User Guide 11 5 Legal Notices ooo Ao eo tide ct eec ute e puteo Ae tes E LI Lt E Nt lethal rii Se i Introduction to BMC FootPrints Service Core 22 22 2
30. Address Book e Create a new or edit an existing contact in the Address Book The functionality is limited in that the programmatic interface to BMC FootPrints Service Core cannot be used to alter the database structure For instance the user or program could not remove a database column BMC FootPrints Service Core Mobile The BMC FootPrints Mobile add on module combines real time dynamic access to BMC FootPrints Service Core via a web browser on certain mobile devices with BMC FootPrints Sync functionality for calendar task and contact syn chronization BMC FootPrints Sync is included as part of BMC FootPrints Mobile This module allows Agents to manage their assignments search the knowledge base etc on the go and without the need of a PC Access to BMC FootPrints Service Core via mobile is just as with a full size computer via web browser The BMC FootPrints Sync module enables Agents to e Synchronize appointments made in BMC FootPrints Service Core to their PIM Personal Information Manager and synchronize appointments made on their PIM to BMC FootPrints Service Core e Make tasks in the PIM from BMC FootPrints Service Core Issues that are assigned to them and update the status fields of Issues in BMC FootPrints Service Core based on a field in the PIM e Synchronize their BMC FootPrints Service Core Address Book to their PIM i e write the contacts in the BMC FootPrints Service Core Address Book to their PIM BMC FootPri
31. BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 134 BMC FootPrints Service Core User Guide 11 5 Email Queries To receive information from BMC FootPrints Service Core via email several email queries are available To query BMC FootPrints Service Core via email send an email to the incoming email account for the Workspace in question using one of the queries described below in the subject line General Queries e Help Returns this section of the help documentation i e the section you are currently viewing e listworkspaces Retums a list of Workspace names and corresponding Workspace numbers of all the Work spaces to which you belong Queries to the Databas
32. Check this box if you only want data for solutions that are still in the ending status Leave this box unchecked if you want to include all solutions that meet the criteria regardless of their current status Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 103 BMC FootPrints Service Core User Guide 11 5 a Include Issues Exact Specify exact dates to search on in the period specified Enter the date or dates to search on Click to display a searchable calendar Created Solutions that were created
33. Core Homepage On the BMC FootPrints Serv ice Core Homepage click the icon next to the Global Issue If there are additional active Global Issues that are not displayed Click More the issue list is updated to display all active Global Issues 2 From the Details screen of the Global Issue select Global New Global Link from the Details menu 3 The Create GlobalLink form is displayed It is similar to the regular Create Issue page but with fewer fields Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential
34. Core Homepage is displayed If the Issue has multi line character field s with a timestamp these fields act the same as the Description field in that you cannot edit the existing data but you can append data to the field You can edit the data in multi line character fields that do not have the timestamp Issue History An audit trail of all actions performed on an Issue can be viewed from the Details page of the Issue in the History section There are links at the top of the History section for e Complete History All activity of the Issue e Issue History Actions performed on the Issue by all users and automatically by the system Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registrati
35. Events in the Issue Lifecycle for reporting always occur in the order in which they appear in the user interface Creation Activation Responded To Resolution and Closure An issue cannot have an event in its lifecycle happen without all the preceding ones having happened as well Anissue that is created in a Closed status will have the following events marked in the following order Creation Acti vation Resolution Responded and Closure An issue that is created in an Active Status will have the following events marked in the following order Creation and Acti vation Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered t
36. FootPrints Service Core User Guide 11 5 e Delete Delete contact from Address Book if you have permission e Create Issue Create a new Issue from an existing Address Book contact with all of the contact s information pre filled e History Lists all Issues for that contact e Report Reports all Issues with details for that contact in a separate browser window Organizational Unit If contacts are grouped by an Organizational Unit such as Department or Company two fields have hypertext links If the Organizational Unit field is selected for a contact the Master Contact record is displayed Options include e History Lists all Issues for that contact e Report Reports all Issues with details for that contact in a separate browser window e List Contacts 1 ist all contacts for the Organization NOTE The name of the contact records and Issue records can be changed by the BMC FootPrints Service Core administrator For clarity this manual always refers to BMC FootPrints Service Core contact records as contacts and to Issue records as Issues Create a New Issue from the Address Book You can create an Issue directly from the Address Book with the contact s information pre filled in addition to creating one from the BMC FootPrints Service Core Toolbar To create a new Issue from the Address Book 1 Usethe A Z hypertext letters at the top of the Address Book screen to search for the contact s Last Name or other firs
37. FootPrints Service Core toolbar If you see more buttons on the main toolbar your administrator may have con figured 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 One way to sort the list is to click on a column heading The list is automatically sorted by that column For example if you click on the Status column the list is sorted immediately into alphabetical order by status In addition you can 1 Hover the cursor over the column heading A down arrow is displayed to the right of the column name 2 Clickthe down arrow to the right of the column name A menu is displayed 3 Click on Sort Ascending or Sort Descending in the menu to sort the column in ascending from lowest to highest or descend ing highest to lowest order NOTE The homepage cannot be sorted by Assignee Issue Type Time of Last Edit Time Submitted or multi line character fields All other fields including custom fields can be sorted To view Issue data that is sorted by assignee please use the reports feature Filtering Columns Columns can be filtered to display only the Issues that meet the specified filter criteria For example the agent can filter the list of Issues on the homepage according to the Status field requesting that only Issues with a status of Open or Testing be displayed Colum
38. Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential BMC FootPrints Service Core User Guide 11 5 Executive Dashboard 32 0 ee el UR E RERO ERNRR EIS RN RR RO E UE te al 21 Jil et rac KINGS sowieso eas t 7 tha let tec tM er UN eU atts UU D RR Seu eeu doc escort c Mee to data f 22 BMC FootPrints Service Core Calendar 0000000000000000 000000000 00000000000000 00a 00000 aa 0a a oraaa aonn 2222n 22 Workspace Work Schedule ssussssssssssssssssssllsllllllslsssslnIIIlllIlllllLLmllllll2222222212222222 23 Synchronizing Appointments 2 2 22 0 2222222 c cece cece
39. Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 68 BMC FootPrints Service Core User Guide 11 5 4 Click GO This brings you to the Advanced Search page The form is pre filled with the search criteria from the saved search Make any changes necessary 6 To save the new search criteria with the same name as the original leave the name in the Save this Search As text box as is To save it as a new search enter a different name 7 When you are finished click GO The results of the edited search are displayed in the browser window To delete a previously saved search 1 Mouse over the Advanced search link and click Saved Searches on the menu that is displayed 2 Select the search you want to delete from either the Personal Searches or
40. Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 102 BMC FootPrints Service Core User Guide 11 5 how long it took for solutions to be placed in the Knowledge Base after they were submitted to that process this would tell you Status A for example might be Submitted for KB and Status B might be Closed but statuses Pending Approval and Verified by Test might be intermediary steps between Submitted for KB and Closed e Time Spent in Each Status Time Spent in a Particular Status returns the amount of time that solutions spent in a specified status Time Spent in Each Status returns the amount of time that solutions spent in each of the sta tuses so that all statuses are returned with data 5 Reportby e Average for Team Averages the report data by team e Average for Agent Averages the report data by agent e Average for Time Period Averages the report data by the time period you specify 6 Click GO 7 Thenext page requires different information depending on which type of report you chose e Time Spent in a Particular Status Status tThe status for which you want data Include Issues a Exact Specify ex
41. Other Statuses Other BMC FootPrints Service Core statuses are dis played in the drop down Select one of those to determine what to do when the status is marked as completed in the PIM e Don t change Status Status is left unchanged NOTE Lotus Notes only supports three levels of priority When mapping priorities from BMC FootPrints Service Core to Lotus Notes any priorities numbered higher than 3 are mapped to 3 e Contacts BMC FootPrints Service Core can write the contacts in your BMC FootPrints Service Core Address Book to your PIM s Address Book Contact synchronization requires that you have a personal Address Book search defined a BMC FootPrints Service Core gt PIM Tell BMC FootPrints Service Core whether to write the contacts from your BMC FootPrints Service Core Address Book to the Address Book in the PIM and maps the fields in BMC FootPrints Service Core to the fields in the PIM o Search drop down Select the Address Book search The results are what will be written to your PIM o Field Mapper If you are going to synchronize contacts you must configure the mapping between BMC FootPrints Service Core Address Book fields and PIM Address Book fields Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be register
42. 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 4 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 5 General Info tab The General Info tab has the following options e Location Optionally enter a location for the meeting or Appointment e g Board Room or Customer Site e Link to Issues using the field If the current Workspace contains at least one Date Time field you can option ally 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 Referto Linking Appointments to Issues for complete information on this feature e Calendar This option only appears when creating an appointment in a personal Calendar If Personal is selected the appointment is displayed in the user s personal Calendar as well as any invitees personal Cal endars If Personal amp Workspace is selected the appointment is also displayed in the Workspace Ca
43. Select contact address is displayed This allows you to select the email address to which the notification is sent By default it goes to the primary email address as defined by the Workspace Administrator unless the Issue was submitted by the customer from a secondary email address in which case the default behavior is to send the notification to the secondary email address Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 128 BMC FootPrints Service Core User Guide 11 5 e CC To copy someone on this Issue
44. Service Core records as Issues and uses the default terms for the other field names To create a custom report select Reports New Report from the BMC FootPrints Service Core Toolbar The Custom Report Wizard is displayed 1 Style tab Select the output style of the report Choices are e Columns tssue data is displayed in fixed columns One Issue is displayed per row Columns can be selected from any available fields e Wrapped Each Issue returned is displayed in its own mini table Line breaks can be used to wrap data to mul tiple rows for example to place the Description in its own row This style is useful for printing reports that contain many fields e 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 e Export Export data to a text file that can be saved to your local desktop Use this format to import BMC Foot Prints Service Core data into a spreadsheet or other programs e 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 2 Click GO to display the rest of the report options The steps on the next page depend on the report style selected in Step 1 3 Heading tab Define what is included in the heading at the top of the report output Ava
45. Software Inc Confidential 97 BMC FootPrints Service Core User Guide 11 5 Description and multi line field wrapping Select whether the Description entries are not wrapped Don t Wrap or set the length of the lines for wrapping Display complete voting history in report Check this box to display the complete voting history of every Issue This includes the names of the voters and which way they voted Display complete voting history in report Check this box to display the complete voting history of every Issue This includes the names of the voters and which way they voted Sort Results by Order the Issues returned by the specified field descending most recent or highest first or ascending oldest or lowest first By default Issues returned are ordered by Issue number descending 4 Change Manager Criteria Select the criteria to be used to determine whether an Issue is included in the report e Issue must have been in one of the below phases Highlight the phases to be included in the report Only Issues that are or have been in the selected phases are included e Issue must have been in one of the below phases Highlight the phases to be included in the report Only Issues that are or have been in the selected phases are included e Issue must have been in one of the below phases Highlight the phases to be included in the report Only Issues that are or have been in the selected phases are included e Issue must h
46. Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 76 BMC FootPrints Service Core User Guide 11 5 7 When you are finished click GO The report results are displayed in a separate browser window If the report template is of Export style the Save As Windows dialog is displayed instead Delete a Saved or Shared Report Select Reports My Reports from the BMC FootPrints Service Core Toolbar Select the report you want to delete from the Personal Reports Shared Reports or Metric Reports drop down Select Delete above the corresponding drop down Click GO The saved report template is deleted UL OD c Deleting a Shared Report deletes the report for all users NOTE ON PERMISSIONS Shared reports are available to run edit and delete based on a user s role If your role does not allow access some of the options described above may not be displayed or otherwise available to you Contact your BMC FootPrints Service Core administrator for more information Metric Reports Metric reports retum statistical data and metrics about the Workspace rather than returning specific Issue data Output options include HTML Text Graphical and Text File Export The information returned by these reports can help you meas ure how wel
47. Solutions All internal more technical Solutions Public Solutions All public end user Solutions a Public Solutions in all Workspaces All Public Solutions from all Workspaces to which you belong Internal Pending Solutions tnternal Solutions pending approval before they are published only displays if you are an approver or you have a pending solution waiting for approval a Public Pending Solutions Public Solutions pending approval before they are published only dis plays if you are an approver or you have a pending solution waiting for approval Advanced Search The Advanced Search feature allows you to search the Workspace database on any combination of fields and advanced criteria BMC FootPrints Service Core automatically generates the Advanced Search form for each workspace with all of the custom and built in fields for that Workspace included For example if a new field is added by the Workspace Admin istrator the field is included automatically on the Advanced Search form In the same way if a field is deleted from the workspace it is removed from the Advanced Search page To perform an Advanced Search click Advanced below the Quick Search dialog This form contains a combination of text fields drop down boxes multi select dialogs and radio buttons which allow you to search on any combination of criteria Each field acts as afilter Only fill in or choose the criteria you want to search on Any field that y
48. Specify exact dates to search on in the period specified Enter the date or dates to search on Click the calendar icon to display a searchable calendar o On Specify a particular date leave second date blank NOTE Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 87 BMC FootPrints Service Core User Guide 11 5 When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the rep
49. Time Since Popularity Time of Last Edit Time Submitted Composite Title Filtering Search Results Filtering can also be applied to search results For example if the current search displays only open Issues on the home page and the agent sets up a filter to show only high priority Issues the ultimate result shall list open Issues of high priority If the filter criterion contradicts the search criteria the filter shall still be applied In these cases the search could result in no Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Sof
50. Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 161 BMC FootPrints Service Core User Guide 11 5 Administrators must be aware of this if they are to restrict Agents from editing team assignments and in that cir cumstance may wish to restrict use of BMC FootPrints Sync Enabling synchronization and defining the PIM are done in the client The following options only apply when syn chronization is enabled in the client To enable and configure BMC FootPrints Sync in BMC FootPrints Service Core 1 Select Preferences from the BMC FootPrints Sync homepage 2 On the Miscellaneous tab select FootPrints Sync 2 way If you want to continue to use the 1 way BMC FootPrints Sync which only synchronizes calendar appointments with your Outlook Calendar and does so only from BMC FootPrints Service Core to Outlook select Manual Calendar Sync 1 way If you choose 1 way synchronization continue no further with this procedure Select Configure FootPrints Sync Settings from the BMC FootPrints Sync section The BMC FootPrints Sync page displays 4 Select options as follows e Appointments a BMC FootPrints Service Core gt PIM
51. Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 93 BMC FootPrints Service Core User Guide 11 5 Cross Workspace Reporting Each BMC FootPrints Service Core Workspace is contained in a separate sub database Each Workspace has its own fields users and other options You may be a member of one Workspace or you could have membership in several Workspaces If you are a member of two or more Workspaces and your Role allows it it is possible to create a report that includes data from multiple Workspaces Create a Cross Workspace Report 1 Select Report Cross Workspace from the BMC FootPrints Service Core Toolbar 2 Included Workspaces Highlight the Workspaces to be included in the report Hold down the CTRL key to select multiple Workspaces Click GO 3 Referto the section on Custom Reports elsewhere in this document for details on completing the remaining tabs 4 When you are finished customizing the report click GO 5 Theresults of the report are displayed in a new browser window specifying the Workspace for each Issue NOTE ON PERMISSIONS Reports can be restricted based on a user s Role Cross Workspace repo
52. a due date for the next week a follow up date of today etc All Agents have access to create and save personal searches e Shared Searches Shared searches appear in the Display drop down box for all Agent administrator users in the current Workspace This is useful for creating shared queues for different groups departments locations problem types etc Shared searches can only be viewed edited or deleted by users with the proper permissions Using Saved Searches You can run edit or delete a saved search by mousing over the Advanced search link and then clicking Saved Searches on the menu Torun a previously saved search 1 Mouse over the Advanced search link and click Saved Searches on the menu that is displayed 2 Selectthe search you want to run from either the Personal or Shared Searches drop down 3 Clickthe radio button for Run this is the default 4 Click GO Theresults of the search are displayed in the main frame of the browser window To edit a previously saved search 1 Mouse over the Advanced search link and click Saved Searches on the menu that is displayed 2 Select the search you want to run from either the Personal or Shared Searches drop down 3 Clickthe radio button for Edit Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark
53. administrator You may encounter fields in which you are unable to enter data or which become hidden when their status changes In addition some fields may be optional in one status and mandatory in another If you are unsure about why you cannot access a field at one time or another contact your Workspace administrator to determine why this is This chapter covers the basics of creating and working with Issues in the following topics e Working with Issues e Creating Issues e Createa Test Issues e Editing Issues e EditTest Issues e Issues History e Delete an Issue e Copying Issues e Unlinking Issues e Quick Action Dialog e Requests e Email Submission of Issues and Requests More advanced Issue types including Quick Issues Master Issues and Subtasks and Global Issues are covered in Advanced Issue Types A Note On the Appearance of the Create and Edit Issues Pages BMC FootPrints Service Core allows Agents to choose between expandable collapsible sections or sections displayed as tabs Agents select the type of view they wish to use in the Issues section of the Preferences page To choose the view select Preferences scroll down to the Issues section or select the Issues tab and make your selection When tabs are used tabs containing mandatory fields are labeled in red text on the Create and Edit Issue pages to assist in finding incom plete mandatory fields However the tabs remain in red even when the fields have been completed The be
54. agent s Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 35 BMC FootPrints Service Core User Guide 11 5 e Currently Logged In Users Lists the number and IDs of users logged into the current Workspace When spec ifying this component you will be asked to set the number of records to display on the first page of the list e Custom Defined Enter custom code to display anything you want in the dashboard component This can be HTML JavaScript etc e Global Issues Lists the Global Issues Links in th
55. any additional comments for the customer in the Additional Comments field 2 Clickthe GO button FootPrints Service Core sends an email to the customer containing instructions for downloading and installing the Host application Using Remote Manager 1 Tostart the Remote Manager Guest the agent selects Start Programs Remote Manager Control Guest from the Windows Start menu 2 When the Remote Manager application is displayed the agent then enters the customer s IP address in the Host field and clicks the Connect button For additional instructions on using Remote Manager consult the online documentation that accompanies Remote Man ager To obtain the documentation start the client and then click the Help link Another Way to Run Remote Manager Agents can run Remote Manager such that it genuinely resembles sitting at the desktop Instructions for this procedure can be found at http technet2 microsoft com windowsserver en library 0866b48e aa78 40b2 b150 47fc679300d91033 mspx Supported Platforms and Requirements Remote Manager Guest e Computer and processor 1 gigahertz GHz processor or higher e Memory 512 megabyte MB RAM or higher e Hard disk 50 megabyte MB a portion of this disk space will be freed after installation e Display 1024x768 or higher resolution monitor Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive
56. appointment but working e Out of Office Agent is out of the office e Holiday Exception Agent is out of the office due to holiday or vacation etc There are various options on this page e Change the date The Agent Availability pop up window defaults to a schedule for the current day To change the day use the arrow buttons at the top of the window e Display Agents The default display shows availability for all Agents Available Agents no appointments at the moment Agents Logged On or Agents by Team can be displayed by selecting an option in the Display drop down e Start Time The start of the work day defaults to 7 30 AM to 5 30 PM Select a different start time from the drop down to change the time range Start times between midnight and 2 PM can be selected You can also change the start and end times using the left and right arrow buttons within the availability matrix The actual scheduling of an Agent s time is done from the Agent Work Schedule from the Calendar and from the Create Issue and Edit Issue page when linked to the Calendar via a Time Date field Checking Availability from the Calendar Agents can access this window from the Calendar while scheduling appointments and from the Create Issue and Edit Issue pages In addition to the options explained in Viewing Schedules you can select the Agents you would like to invite to the appointment To include Agents in an appointment 1 Select Create Appointment f
57. are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential iv BMC FootPrints Service Core User Guide 11 5 VAN a MSIE Pr E 183 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Fo
58. as Microsoft Excel then use UTF 8 Otherwise if there are no problems with the output leave this field at the server default option e UTF 8 with Signature MS Excel Compatible UTF 8 with Signature MS Excel Compatible prints a UTF 8 Signature at the beginning of the file which allows certain applications such as Microsoft Excel to identify the text as UTF 8 Without this signature those applications interpret the data with the server s local encoding and some characters may be garbled 3 After you have entered your criteria click GO BMC FootPrints Service Core displays all of the Master Contact Records that match your criteria Master Contact Record Details Page Viewing Details of Master Contact Records You can edit copy or delete a Master Contact Record from the Master Contact Record Details page You can also create a new issue view the Issue history generate a history report and list associated contacts from this page To view the Details page of the Master Contact Records click on the first column of one of the records in the list The Master Contact Record Detail View page is displayed Editing the Master Contact Record from the Details Page You can edit a Master Contact Record from the Master Contact Record Details page Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg
59. assigned to that technician in the month of May The report includes a breakdown of all matching Issues and the total and average times for all Issues Touse the historical report tool select Reports Metrics Historical from the BMC FootPrints Service Core Toolbar The options available in this report are e Report Type m Historical Report Returns all Issues from a specified time period that also match the selected assignment status and priority criteria a Snapshot Returns a snapshot of all Issues created on a specified date that also match the selected assignment and priority criteria e Report formatting a Output style Select whether to display the report in a browser window or output the data to a text file a File format lf you chose to output the report to a text file select a file format in which to output the report Format choices are MS Excel i e comma separated file tab separated file or a custom separator of your choice in a text file e Report title Define what is included in the heading at the top of the report output These options do not apply to the Text File style Options include a Title Displayed at the top of the report Enter the text you want included a Date The date the report is run updates each time the report template is re run a Time tThe time the report is run updates each time the report template is re run a Workspace name Name of the Workspace Logo graphic The l
60. be created from the Details page of the Master Issue by repeating steps 1 9 above For example other steps in setting up a new PC may include Install Software Configure Email Client Configure Network Card etc A Subtask can be created for each of these tasks and assigned to the same Team or Agent or different Agents Teams e Link to Master Link this Issue to an existing Master Issue or to another Issue Tolink this issue to an existing Master Issue 1 Select View Master Issues from the pop up window A second window with a list of existing Master Issues is displayed The Issue number and Issue title are listed as well 2 Clickthe radio button next to the Master Issue that you want to become the Master for the current Issue 3 Click GO The Master Issue number now appears in the Issue Number box of the Linkto Master pop up window You can review the details of the Master Issue you selected by clicking on View Details 4 Click GO Thecurrent Issue is now a Subtask of the Master Issue you selected Tolink this issue to any existing Issue 1 Enter the Issue number for the Issue to which you wish to link as a Subtask You can select from any existing Master Issue or any regular Issue that is not a Global Issue GlobalLink Subtask or Solution 2 Click GO The current Issue is now a Subtask of the Master Issue you selected NOTE If you input the Issue number of an Issue that is a Global Issue GlobalLink Subtask or Solution
61. 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 Cal endar Holidays and exceptions to the regular schedule are defined in the work schedule When generating a time tracking 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 Wed nesday 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 BMC FootPrints Service Core 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 Synchronizing Appointments With BMC FootPrints Mobile appointments in the BMC FootPrints Service Core calendar can be synchroni
62. be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 108 BMC FootPrints Service Core User Guide 11 5 e UTF 8 UTF 8 is very universal and handles pretty much all scripts If you have any problems with garbled char acters in the output and are not exporting the output to an application such as Microsoft Excel then use UTF 8 Otherwise if there are no problems with the output leave this field at the server default option e UTF 8 with Signature MS Excel Compatible UTF 8 with Signature MS Excel Compatible prints a UTF 8 Signature at the beginning of the file which allows certain applications such as Microsoft Excel to identify the text as UTF 8 Without this signature those applications interpret the data with the server s local encoding and some characters may be garbled 6 Run Search Click GO to run the search 7 Tosavethe search as a template enter a name Select Personal to save the search for yourself Select Shared Internal to share your search with other internal BMC FootPrints Service Core users Each time a saved search is run it returns the latest matching data 8 Thesearch results are displayed in the Address Book Homepage Address Book Reports Reports can be generated on contact information from the Address Book The results are not related
63. between Tabs and Expand Collapse a 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 Select the tab to display from the drop down box Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 30 BMC FootPrints Service Core User Guide 11 5 a Expand Collapse Selecting Expand Collapse causes sections to be displ
64. button The History field is a special field that includes the Issue history in the report This provides an audit trail in reporting a Descriptions included lf the Description field data is to be included the report may become too large due to the size of the Description data You can use the radio button to determine whether all of the Descriptions for each Issue are included or only the original newest two most recent or three most recent Description entries are included in the report Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC
65. cece cece cece cece cece eee Resellers esee sese su 23 Automated WOIKTlOW Les vote eec Ei PUR a NUT ae VEU nU dL Vu ee RD be US ae 23 Workflow FUNCIONS m tese tcc anttad dose suede 2Denco de bio ec otto nue dos nat t d UE ROO OE SEG 23 Escalation cetus eset ene ee Te Renee P DAT ME NN CA UR DM A D 24 Service Level Management suuusussuussssssssssssssssssssssssssses eee cece esses esee see esee serre sese ee 24 Change Manager Overview sssssusuusssssssssssssssssssssss ses e esee esses esses esee sese eese r reser ne 25 BMC FootPrints Service Core Service Catalog 2 o oo ec cece cece cece cece eecceeceeccecceceeceeeeeees 26 Broadcast Message 00 22 c cece cece cece cece cece eee aaao Aa eee cece AA EADAE ELEAL ELEDE Ea oaoaraa 26 Customer Surveys y cote hea cu ats pase om cee ce aa AP ite a s e LEA a Get tee tes OLE E Ads 26 BMC FootPrints Service Core Web Services 2 2 2 2 2222 e eee cece cee ecc cece cceeee cece ee ceeeeeeeeeeeeeeeeeeeees 26 BMC FootPrints Service Core Mobile 2 2 2 0 2 222 e cece cece ccc eeeeeeeeeececeeeeeeeeeeees 27 The BMC FootPrints Service Core Interface 2 222 22222 n eee e eee cece cece ceeeecseeeeeeees 28 The BMC FootPrints Service Core Homepage 0 0 0 c cece cece ccc ccc cece cece cece eeeeeeeeeeeeeeeeeeeeeees 28 Above the Toolbar odor pe Todo i ahah hoe se er d id o e panels hap tl Bice Mb Lean E DH aeos 28 Quick Sear
66. choose a different Assignee 6 Tosend an email update to the customer make sure that the Contact checkbox is checked in the Email section The box might already be checked by default based on the rules set by the Workspace Administrator 7 When you are finished click Save to submit the changes The Request now becomes an Issue or Ticket Entry etc depending on the name chosen for your system and appears on your list of assignments Email Submission of Issues and Requests The Incoming Email feature allows users to submit and update Issues via email without logging into BMC FootPrints Serv ice Core Check with your BMC FootPrints Service Core administrator to find out the email account designated for incom ing submissions to BMC FootPrints Service Core For information on configuring and using the Incoming Email feature refer to Email Management Searching and Reporting BMC FootPrints Service Core contains a number of options for querying the database From simple keyword searches to multi level metrics with color charts virtually any data can be reported on in BMC FootPrints Service Core to analyze activ ity trends and statistics with no programming via the BMC FootPrints Service Core web interface Assess how your team s resources are being allocated review activity and capacity levels and produce time tracking and billing information for charge backs and billing Use report data to justify staff changes manage the types of p
67. date allowing you to create a search or report for example that retums Issues for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year Average Time Spent in Each Status e Use Work Schedule in Time Calculations Check this box if you want to include only time spent during reg ular work hours as defined in the Workspace Work Schedule e Include Issues Define the date range for searching a Created or Edited Specify exact dates to search on in the period specified o On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in o Before Issues that were created last edited before the specified date are returned leave second date blank o After Issues that were created edited after the specified date are returned leave second date blank o Between Returns Issues created last edited between the specified dates use both date fields Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pe
68. different reports on different tabs You may want all the repots on one tab different types of reports such as Watchlist and Statistics reports on different tabs or the same reports using different criteria such as a Watchlist Created report for this month and another Watchlist Created report containing data for this year on different tabs Tabs can be added by clicking the tab labeled Add a New Tab Tabs names are defined and reports for a given tab are selected by clicking the tab then clicking the Change Dashboard link on that tab Add Reports to Tabs The Add Now buttons allow you to add reports to the current tab To view the Add Now buttons click the Change Dash board link then scroll down to the report type you want to add and click the Add Now button Once the report has been added you can customize it by clicking the Show Dashboard link and then clicking the Edit icon next to the report head ing Flashboard Personal Flashboard To access the Personal Flashboard select Reports Personal Flashboard from the BMC FootPrints Service Core Toolbar The first time the Personal Flashboard window opens it displays a bar chart of Issues Received vs Closed last 12 hours and basic statistics about the total number of calls received that day and the calls that are still active as pertain to that Agent You can optionally choose other statistics and charts There are several options from the main Flashboard window e Customize You c
69. dis played If you selected Delete the report is deleted Deleting a Time Tracking report deletes the report for all users NOTE Saving the report here only saves the report formatting options and criteria chosen in this form not the results of the report This feature can be used to run the same report in the future For example you could set the report to be run once a week Each time the report is run it returns the latest data from the current Workspace Saving report output is covered in Saving and Printing Report Data Change Manager Reports Change Manager reports retum data about Issues that match the Change Manager criteria Only Issues that are part of a Change Manager workflow are included in the Change Manager Reports The report can include Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in oth
70. exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 47 BMC FootPrints Service Core User Guide 11 5 Using BMC FootPrints Service Core Login NOTE The instructions below assume that BMC FootPrints Service Core has already been installed and licensed Use your web browser to go to the URL assigned to your BMC FootPrints Service Core system For example if the name of your web server machine is myserver then the URL might be http www myserver com footprints This brings you to the BMC FootPrints Service Core Login page To log in enter the user ID and password assigned to you or the user ID and password created during installation if you just
71. in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 107 BMC FootPrints Service Core User Guide 11 5 the string smi is entered and Last Name is selected to search on Smith and Smithe might be returned but Gold smith is not returned e Advanced Search Available by clicking the Advanced link below the Quick Search Search on any com bination of Address Book fields e Reports Reports can be generated on contact information from the Address Book e Saved Searches and Reports Create saved searches and report templates of contacts Address Book Contact Search The Advanced Search is available by selecting the Advanced link below the Quick Search field A search can be done on any combination of Address Book fields After selecting Advanced you can run edit or delete personal or shar
72. included in the Title column and Quick Links are not displayed Clicking the more link in the Title column expands the Description and displays the Quick Links a lf o Title Column Format Include Expanded Description in Title and Quick Links Display Always Include Quick Links Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 34 BMC FootPrints Service Core User Guide 11 5 Then an expanded version of the Description is included in the Title column and Quick Links are dis played Clicking the l
73. is a web based calendaring system fully integrated with BMC FootPrints Serv ice Core issue tracking and customer problem management Agents and administrators can track personal and Work space wide appointments schedule meetings jobs and more Calendar appointments can be linked to BMC FootPrints Service Core issues Recurring appointments can be created that automatically create new Issues when the next recur rence occurs Appointments can be synchronized with an external calendar via email and appointments made in the exter nal calendar can also be synchronized in the BMC FootPrints Service Core calendar Work schedules can be defined for the Workspace and for individual Agents including regular work hours holidays vacations and sick leave reducing con flicts when scheduling work There are three options for the BMC FootPrints Service Core calendar system e Workspace The Workspace Calendar can be used to track appointments for all Agents and Teams for a BMC FootPrints Service Core Workspace Each Workspace has its own calendar e Personal Each Agent administrator in BMC FootPrints Service Core has a personal Calendar This is a place to add both personal appointments and work related appointments The personal Calendar remains constant through out all Workspaces for a user e Availability Each Agent administrator can have an availability schedule defined for them minimizing conflicts when work appointments are scheduled Availab
74. issue is assigned to Team A Team B and an Agent who is a member of both teams it only counts for the Agent NOTE ON COUNTS BY ASSIGNEE Counts broken down by assignee may not add up to the total number of Issues in a report if Issues are assigned to multiple people Current Agent Team Performance Report The Current Agent Team Performance reports provides data on Issues currently active in the Workspace grouped by assignee s The report shows the average age of active Issues by assignee allowing you to extrapolate meaning for the data in terms of performance Assignees can be individuals or teams If no teams are defined for your Workspace you are only offered the choice to report by Agent The options for report output are e HTML Display report as HTML in a browser window e Graphical Create chart images JPEG files that can be printed or saved to disk and imported into another pro gram e Export Create a text file which can be read by spreadsheets and other programs If you have grouped your Agents into teams you are offered all of the following choices e Team and Agent Break down active Issues by teams and Agents Agents who belong to teams are listed under their team NOTE When the report includes totals for both teams and Agents the totals for the team row do not include Issues that are assigned to individuals within the Team e Team Break down active Issues by teams only NOTE Each team total also includ
75. istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 75 BMC FootPrints Service Core User Guide 11 5 browser that BMC FootPrints Service Core cannot override For example page breaks cannot be controlled when printing directly from the browser this is a function of HTML In addition for very wide reports some text on the right may be cut off by the printer even when printing in Landscape mode To compensate if the Descrip tion or other multi line text field is included in the report use the Description Wrapping feature to force the text to wrap more narrowly For example instead of wrapping at 70 characters the default try 50 characters If text is still being cut off we recommend trying the Wrapped report and inserting line breaks or using the Export option e Auto Run Reports Saved report templates can be run automatically with the output emailed to a defined set of users and saved to
76. key If a duplicate is found the user is given the option to create the new contact or to go back and fix the data Working with Address Book Contacts Selecting a contact in the Address Book by clicking the hypertext link displays the details of that contact You also get a new set of buttons for that contact Contact Options e Edit Contact Edit the Address Book contact if you have permission e Copy Contact Create a copy of the contact Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 106 BMC
77. last edited before the specified date are returned leave second date blank Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 84 BMC FootPrints Service Core User Guide 11 5 o After Issues that were created edited after the specified date are returned leave second date blank o Between Returns Issues created last edited between the specified dates use both date fields Relative Select this to search by relative date allowing you to create a search or report for example that returns Issues fo
78. of the appointment If no time is required only a date check the box for No Time 4 For Calendar select either Personal or Personal amp Workspace If Personal is selected the appointment is added to each assignee s personal Calendar If Personal amp Workspace is selected the appointment is also displayed on the Workspace Calendar for the current Workspace 5 Click GO in the pop up to complete the date time field selection then click GO to submit the Issue 6 TheIssue is created and an appointment on the appropriate Calendar Calendars is also created You can view the link to the Appointment on the Detail View of the Issue The data for the Appointment includes e Appointment Date The date selected in the Issue for Due Date e Title The title of the Issue becomes the Title of the appointment e Start Time The time of the selected for Due Date in the Issue e End Time Default to one hour after the Start Time e Linked to Issue X using Due Date field The Issue number is displayed along with the name of the field used in the link e Invitees Users assigned to the Issue are listed as invitees e Description The initial Issue Description is included here The description information is not updated even if the Issue Description field is updated afterwards Round Robin Assignment When an appointment is created from the Issue page and Round Robin assignment is enabled the new appointment shows the correct Round Robin ass
79. only to allow all users including Customers to access the report the report will only contain data user is allowed to see Saved search queues appear in the Display Drop down on the homepage For all text fields regardless of section entering just the symbol finds all Issues with any data in that field Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 67 BMC FootPrints Service Core User Guide 11 5 When you are finished filling out the form click GO to submit search The Homepage is displayed with a l
80. options apply to the Time to Close and Age calculations available for Reports only Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 99 BMC FootPrints Service Core User Guide 11 5 a Don t include time outside of the Workspace Work Schedule If this is checked the calculations do not include after hours time based on the work schedule for the workspace Don tinclude time Issues spent in the following Statuses Select one more statuses Pending Waiting for Customer etc to exclude time spent for
81. other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 115 BMC FootPrints Service Core User Guide 11 5 o Select a Week W1 W2 etc to switch to Week View for that week o Usethe small Next and Previous arrows to switch months Create Appointment Select this to create an appointment for the current day refer to Creating Appointments for complete instructions Go To Date Enter a specific date and click the GO button to bring up that date in the Day View e Other Views The Calendar can be viewed in multiple formats a Year View A representation of the current year No appointments are displayed Use the Next and Previous arrows to change the year Select a day week or month to display that view a Month View Displays the current month Appointments are listed for each day Use the Next and Previous arrows to change the month displayed Select a day to goto its Day View Select an appointment to view the details for that appointment in a pop up window a Week View Representation of a week Appointments are listed for each day Use the Next and Previous arrows to change the week displayed Select a day to goto its Day View Select an appointment to view the details for that a
82. owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 127 BMC FootPrints Service Core User Guide 11 5 2 The availability matrix displays today s date If your administrator associated date fields with the schedule for example Fol low up Date you can switch to that date to see Agent availability You can also click Change Date to select a different day s schedule to view Check the boxes next to the names of the Agent s you want to assign to the Issue 4 Click GO 5 If you ve selected an Agent who isn t available at the moment or based on the date time field selected and the Auto check Availability option is enabled a warning message is displayed asking if you want to continue with the assignment User Guide to BMC FootPrints Service Core Email The Email Management feature gives you many of the capabilities of email management tools to use in conjunction with the web interface The system can send customized email notifications to users and process incoming email submissions and updates As an Agent user in BMC F
83. properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 159 BMC FootPrints Service Core User Guide 11 5 e Operating systems Windows Server 2003 Standard Enterprise and Web Edition Windows 2000 Server Advanced Server Windows XP Pro and Home Windows 2000 Professional a Windows Vista Remote Manager Host e Computer and processor Intel Pentium processor or higher or 100 compatible e Memory OS requirement plus additional 12 MB 16 MB or more recommended e Hard disk Requires lt 15 MB e Video Any 100 VGA compatible graphics adapter supported by Windows The Guest module requires at least 256 colors 16 bit color depth or higher reco
84. report from the database Metrics Report on statistical and historical data Cross Workspace Report on data from multiple Workspaces Time Tracking Create view time tracking report Change Manager Create view change management report Workspace Flashboard The Workspace Flashboard is only available to Workspace and System Administrators and reflects activity for the current Workspace Personal Flashboard The Personal Flashboard is available to any Agent and reflects the individ ual s activity and the activity of Teams to which the Agent belongs for the current Workspace e Administration Administrators only A complete list of options can be found in the chapters on Administration in the BMC FootPrints Service Core Reference Manual e More Support Tools o Address Book Display this Workspace s Address Book opens in separate window o Workspace Calendar View appointments and jobs for the whole Workspace o Personal Calendar View your own appointments and jobs o CMDB View the Configuration Management Database with appropriate permissions The Configuration Manager is an add on module that is purchased separately for BMC FootPrints Service Core O Search Assets optional 1f this option is enabled access the Asset Management data base o 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
85. select e Daily Options are Every X days where X is a number you specify or Every weekday i e Monday through Friday e Weekly Specify that the appointment recurs every X weeks where X is a number you specify and the day of the week on which the appointment recurs e Monthly Specify either that the appointment recurs on a date the 1st 2nd 3rd 4th etc every X many months e g the appointment recurs on the 3rd day every two months or that the appointment recurs on a day of the week e g the third Tuesday every X months e Yearly Specify either that the appointment recurs on a specific date every year e g August 14 or that the appointment recurs on a day of the week of a specific month e g the third Tuesday every August 7 Next either select No end date or an End by date in which case you must fill out the date by which the recurring appoint ment ends For example you might choose to set up an appointment that occurs on every Monday of every week and then select a date three months later for the appointment to stop recurring on the calendar 5 Click Save to create the appointment The appointment and the issue are created and the Create Appointment page is dis played for that date Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent an
86. service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 157 BMC FootPrints Service Core User Guide 11 5 Restrictions of Global Issues As the relationship between Global Issues and GlobalLinks has certain rules associated with it there are certain restric tions to these Issue types e A GlobalLink cannot be created from another GlobalLink You must create the GlobalLink from the Global Issue e A Global Issue cannot be created from another Global Issue This would result in duplicate Global Issues To replace a Global Issue delete the Global Issue then create a new Global Issue e A Subtask cannot be created for a Global Issue or a GlobalLink Because Subtasks and Master Issues have their own rules and links Global Issues and GlobalLinks cannot contain Subtasks e A Master Issue cannot become a Global Issue or a GlobalLink Becaus
87. snapshots of users configurations including platform hardware and software information and save the infor mation as part of the Issue record e BMC FootPrints Service Core Base Starter Pack The web based service desk and customer problem management solution for Windows SQLExpress or Windows SQL Server only This is the same great BMC FootPrints Service Core cus tomers have always used but geared towards smaller business Base Starter Pack customers can purchase Change Man ager and Mobile Limitations include Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara
88. specified Enter the date or dates to search on Click the calendar icon to display a searchable calendar o On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in o Before Issues that were created last edited before the specified date are returned leave second date blank o After Issues that were created edited after the specified date are returned leave second date blank o Between Returns Issues created last edited between the dates specified use both date fields a Relative Searches by relative date allowing you to create a search or report that returns Issues for exam ple for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year Range Select this to search by a particular time period e g yesterday last Sunday etc e Cycle Time a 30 60 90 Day Break down Issues resolved in less than 30 days 30 60 days 60 90 days etc Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be register
89. submit requests via a BMC FootPrints Service Core web interface 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 e 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 a database e Contact Record The contact information for the user is kept in the BMC FootPrints Service Core 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 e Primary Key The customer 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 e Role The permission level for the user Built in and custom roles are available Supervisors BMC FootPrints Service Core utilizes 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Tradema
90. the Time to Close and Age calculations NOTE These time calculations are always based on the time zone in which the server resides 8 Save Run Report Save the report criteria as a queue Note that this does not save the report results when you run the report but just the criteria used The report criteria can then be re used to run reports at various times or to auto run reports Saved report queues appear in the Display Drop down on the homepage Click GO to run the report Saved Change Manager Reports Change Manager reports can be saved as templates Each time a saved report template is run it returns the latest match ing data These reports can be run from the web interface or scheduled to be run and emailed automatically Refer to Auto Run Reports for more information on how to run and email reports automatically Access a Saved Change Manager Report 1 Select Reports My Reports from the BMC FootPrints Service Core Toolbar Saved Change Manager Reports are listed in a drop down 2 Selectthe report from the drop down 3 Clickthe Run radio button to run the report this is the default the Edit radio button to edit the report or the Delete radio button to delete the report 4 Clickthe GO button 5 If you selected Edit change values as needed then save and run the report If you selected Run the report is run and dis played If you selected Delete the report is deleted Deleting a Time Tracking report deletes the re
91. the Display drop down box on the Homepage Jill clicks on one of the Requests to review the details After reviewing the details Jill decides she can handle this Request and clicks Edit from the Details toolbar to take the request Edit the Request When Jill clicked the Edit button the Status changed to Open and the Request becomes an Issue assigned to Jill who now works on the Issue She gives it a priority of Medium She appends a new Description stating that sheis researching Jane s problem She clicks GO to save her changes The Issue now appears in Jill s Assignments list After researching the Issue Jill enters a possible resolution to Jane s problem by appending the Description of the Issue Jane receives an automatic email with Jill s suggestion Jane receives an email notifying her that the Issue is being worked on including the possible solution She can also log into BMC FootPrints Service Core to check the status of her Issue Jane replies to the BMC FootPrints Service Core notification email stating that Jill s suggestion worked Jill then closes the Issue by changing the status to Closed If Jill feels that Jane s Issue is a common problem she can make her Issue into a Solution On the Details page of the Issue she clicks the Add to KB button She cleans up the spelling and then clicks the GO button to create the Solution All Customers as well as Agent and Administrator Users can now view search and re
92. the Knowledge Base from an Issue page selecting a Solution from a BMC FootPrints Service Core Knowl edge Base automatically pastes the Solution into the Description field FAQs The FAQ Frequently Asked Questions categories are available to Agents when searching the Knowledge Base These categories are created and maintained by the Workspace Administrator 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 Refer to FAQ Administration for instructions on creating and maintain FAQs To view an FAQ Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pendi
93. the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 82 BMC FootPrints Service Core User Guide 11 5 e Show First Contact Resolution Rate out of Issues Received The percentage of calls resolved immediately based on the total number of calls received for the time period or a Issues Received and now Resolved The percentage of calls resolved immediately based on the total number of calls received and resolved e Do Not Include Issues Created By lssues that were created via one or more of the following methods can be excluded from the report Click the checkbox next to the methods you want to exclude a Email a Customer Self service Agent Resolution Rate Resolution Rate reports determine the rate at which Issues are resolved based on specific criteria The options for report output are e HTML Display report as HTML in a browser window e Graphical Create chart images JPEG files that can be printed or saved to disk and imported into another pro gram e Export Create a text file which can be read by spreadsheets and other programs The options for creating Resolution Rate reports are e Report by Specify either the time period by which to group issues or report by Assignees e Time Period Define the date range for searching a Exact Specify exact dates to search on in the period
94. them to enter time spent manually in the field Refer to Time Tracking under Admin istration Workspace General Workspace Options in the BMC FootPrints Service Core Toolbar e Billing Rates Assign billing rates to Agents Refer to Billing Rates under Workspace Administration Users and Roles in the BMC FootPrints Service Core Toolbar Other topics in this section e Createa Time Tracking Report e Sample Time Tracking Report e Saved Time Tracking Reports Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential
95. to Issue information but strictly on contact information from the Address Book To access Address Book reporting functions click the Reports button on the Address Book toolbar NOTE The names of many of the fields in BMC FootPrints Service Core can be changed by the administrator including the name of the records in the Address Book For clarity this manual always refers to Address Book records as Contacts Shared and Personal Reports For details on how to run edit or delete a saved Address Book report refer to Saved and Shared Reports That topic refers to running a report on issues but the principles are the same for Address Book reports Create an Address Book Report 1 Tocreate a contact report select Report from the Address Book toolbar 2 Specify the Format of the Report Options include e 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 tThe time the report is run updates each time the report template is re run Address Book name The name of the Address Book e Logo graphic The logo image displayed in the current Address Book 3 Sort Order Select a field to use in ordering the output All output is displayed in alphanumeric order numbers first then alphabet characters For example if you select Last Name the output is displayed in alphabetical order according to the Last Name field 4 Select Report Criteria
96. to allow you to create edit or delete additional quick descriptions or signatures Homepage This tab is used to define the list of Issues displayed on the 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 32 BMC FootPrints Service Core User Guide 11 5 fastest to display and allows you to be continuously updated on your assignments Ho
97. to the personal and Workspace calendars when the Issue is created To select the current date time click the checkbox provided with the field e Drop down Offers a pre defined drop down list of choices from which the user chooses one of the options e Multi select Allows the user to select multiple choices from a pre defined list Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 14 BMC FootPrints Service Core User Guide 11 5 e Checkbox Offers a checkbox for users to select in the Issue form In searc
98. to the right of the dialog allow you to create edit and delete Subtask templates Related Topics Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 147 BMC FootPrints Service Core User Guide 11 5 e Create a Master Quick Issue Template e Create Subtask Templates e Edit Master and Subtask Templates e Delete Master and Subtask Templates e Master Issue Closure Process e Using Master Quick Issue Templates Creating Subtasks Sometimes an Issue should be split into separate Subtasks with different proper
99. turn the past experiences of individual cus tomers and agents into a database of solutions for all project members This can assist in Agents finding quicker res olutions to recurring problems and in empowering Customers to find the answers to their questions without submitting a request L LDAP Address Book Any LDAP compliant contact database linked to using the FootPrints Dynamic Address Book link feature Supported con tact 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 Sub tasks Master Issues 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 Sub tasks Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Tradem
100. window appears containing the Knowledge Base search options 2 Enter the keyword for which to search For example to find Solutions regarding password problems search for the word password Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 143 BMC FootPrints Service Core User Guide 11 5 3 Select one of the BMC FootPrints Service Core Knowledge Bases listed in the drop down Other Knowledge Base search fea tures are also available from the Issue page including FAQ categories and the Advanced Search Re
101. you select Export the next step will require that you specify the type of file into which the data is to be exported Options are MS Excel a comma separated file with a csv extension Tab delimited a file with tabs separating the fields and a tsv extension or Custom you must select your own field separator and the file will be saved with a txt extension 4 Select a report e Time Spent in a Particular Status The amount of time that the solution spent in a particular status For exam ple the status might be Pending i e waiting for approval to be entered into the Knowledge Base e Time to Go from Status A to Status B The amount of time a solution spent going from one status to another For example if your organization had several intermediate steps in the approval process but you wanted to know Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark
102. 33 BMC FootPrints Service Core User Guide 11 5 Combination of time and rate You can combine an entry to enter both a time and rate for an Issue as in the following example time 44 50 1h 30m 4 Click Send to send the update to BMC FootPrints Service Core The Issue is updated within a few minutes If the email rules are configured to send email updates to the customer and or assignees email notification of your changes are sent You can only update Issues to which you have write rs ee include Issues to which you are assigned if you are an Agent or all Issues if you are an administrator If CC updates are allowed then you can update the Description of any Issue even if you are not assigned as an Agent If the update is not allowed you receive an error notification via email Appending Description Customer Agent and Administrator users can append a new description to any existing Issue to which they are assigned The formatting of the email is as follows e Subject The subject of the email must include the phrase ENTRY n where nis the Issue number Anything else in the Subject is ignored e Body The body of the email becomes the new description If the user is not assigned to the Issue he she receives an error notification email and the description is not appended HTML Form An HTML form containing the appropriate fields for a particular Workspace and the user s permission level can be obtained by sending an email t
103. 6 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 38 BMC FootPrints Service Core User Guide 11 5 e Home Displays the BMC FootPrints Service Core home page e New Issue Click to display a New Issue page Mouse over the button to display other options as follows e Reports New Global Create a new global Issue Add to KB Add an existing Issue to the Knowledge Base Quick Issues Select a Quick Issue from the list of Quick Issues My Reports Displays a page for running editing or deleting saved custom or metric reports New Report Create a detailed
104. 996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 121 BMC FootPrints Service Core User Guide 11 5 1 Onthe Create Issue or Edit Issue page fill out all of the information for the Issue 2 Select the Date Time field to be used for the link for example Due Date Date Time fields are indicated by the Date Time icon 3 Inthe Date Time field pop up select the date and the start and end times for the appointment To select the start and end times click the radio button select a time from the times list for the start of the appointment then do the same for the end
105. BMC FootPrints Service Core assumes that the data is contained on one line only For multi line data a single backslash Y must be added to the end of each line Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 136 BMC FootPrints Service Core User Guide 11 5 3 By default the request is entered into the default Workspace for incoming email or to the Workspace defined for that par ticular email account To submit a request to a different Workspace the following line must be included in the body of the email
106. C Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 52 BMC FootPrints Service Core User Guide 11 5 10 Attach a File optional You can attach one or more files to this Issue from your local or network drive s Refer to File Attachments for more information Assignees The list on the left contains a list of all BMC FootPrints Service Core users in this Workspace To assign someone to this Issue double click the name in the Workspace Members list or highlight the user name in the Workspace Members list and click the right arrow The name is displayed in the Assignees list Multiple users can be assigne
107. Click the GO button at the bottom of the page to save the changes Copying the Master Contact Record from the Details Page You can copy a Master Contact Record from the Master Contact Record Details page To copy a Master Contact Record Ux xoi pups Display the record on either the Address Book or Master Contact Record home page Click on the first column of the record you want to copy The Master Contact Record Detail View page is displayed Select the Copy link from the options above the detail view of the record The Copy page is displayed Enter a new company name and edit other fields as needed To update all records that have a matching Master Contact Key check the Update Contacts checkbox This updates all of the records that have the same value in the Master Contact Key with the same data in the contact fields Click the GO button at the bottom of the page to create the new record with copied data The record that you copied from is unchanged Deleting a Master Contact Record from the Details Page You can delete a Master Contact Record from the Master Contact Record Details page To delete a Master Contact Record 1 2 3 4 5 Display the record on either the Address Book or Master Contact Record home page Click on the first column of the record you want to delete The Master Contact Record Detail View page is displayed Click the Delete link from the options above the detail view of the record A confirmation pop up
108. Closure The workspace administrator defines in which of these portions of the Issue Lifecycle each of the issue statuses falls For example the Open status might be defined as falling during the Creation period which is before Activation A status of Assigned might be defined as falling during the Activation period but before the Response A status that indicates an issue as having been Responded to by the agent Agent Responded can be defined under the Response Event The issue and time measures display in the Executive Dashboard are metrics derived from the following issue lifecycle Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or
109. Enter your password in the Password field and click SAVE 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 Password field and click the SAVE button You can also delete a dashboard component directly from your homepage by clicking the X in the upper right corner of the displayed component If you delete the component using the X it is not redisplayed the next time you log into BMC FootPrints Serv ice Core Moving BMC FootPrints Service Core 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 e Sync Settings Displays a pop up window for configuring the two way calendar synchronization feature Refer to the BMC FootPrints Mobile for complete details on using the BMC FootPrints Service Core two way syn chronization with extemal calendars feature e 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 e Instant Talk Preferences Select whether to allow customers to initiate an Instant Talk session with you If you choose to not allow them to initiate In
110. FootPrints Service Core users 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 not the results of the report This feature can be used to run the same report in the future For example you could set the report to be run once a week Each time the report is run it returns the latest data from the current Workspace Saving report output is covered in Saving and Printing Report Data After clicking GO the report is displayed in a separate browser window Large reports sometimes take a few minutes to run The report can be saved or printed from the browser window Master Contact Records Master Contact Record Actions If the Master Contact Record feature is configured if you move your mouse over the Home button on the Address Book toolbar a menu is displayed for the Master Contact Record Home Note that the name used for this is not Master Contact Record Home but the name of the field used for Master Contact Records If the field used is Company the menu selec tion will say Company Home If you select the Master Contact Record Home records are displayed in alphanumeric order based on the field used for the Master Contact Record For example if the records are organized according to a field called Company Name the first column listing contact records will be based on that field The Master Contact
111. FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 64 BMC FootPrints Service Core User Guide 11 5 e Description lf a word or phrase is entered or multiple words using Boolean Operators only Issues con taining that word phrase in the Description are returned e Assigned to lf an assignee or assignees are selected the search returns only Issues assigned to the selected assignee s e Advanced Assignment Controls Clicking on the Advanced Assignment Controls link displays the fol lowing options Click the Hide Advanced Assignment Controls link to hide the following options Advanced Assignment Controls o Any user selected above Returns all Issues to which any of the users you have highlighted in the list are assignees For example if you highlight three users any Issues in which any of those three are assignees are returned o All users selected above Returns all Issues to which all of the users you have highlighted in the list are assignees If for example you highlight three users only Issues for whi
112. If an extemal 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 BMC FootPrints Service Core for each agent Searching and Reporting Searches When BMC FootPrints Service Core conducts a search it means that the user supplies some criteria a keyword an Issue number a date range etc and BMC FootPrints Service Core 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 BMC FootPrints Service Core searches all of the fields in all of the records for those words Searches can also be con ducted on a date or range of dates e g all Issues that were opened between April 1 2012 and April 30 2012 BMC FootPrints Service Core 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 e Quick Search Available from any page in BMC FootPrints Service Core Search by entering a keyword title or Issue number e Built in Queues These are lists on the BMC FootPrints Service Core Homepage that when selected assem ble and display records according to predetermined criteria For examp
113. Issues Of the Issues received today the number that are still active Checked by default Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 92 BMC FootPrints Service Core User Guide 11 5 1st Call Resolution Of the Issues created by the Agent or the Agent s Team today i e received via phone the percentage that were resolved on first contact i e created in the Closed status NOTE This statistic does not include Issues submitted by customers via web or email as by definition those Issues cannot b
114. MC FootPrints Service Core Issue e Displaying all of your follow up calls on the Calendar e Displaying due dates for important Issues on the Calendar e Scheduling recurring maintenance calls The following subtopics explain the different aspects of linking appointments and Issues e Setting Up BMC FootPrints Service Core to Link Appointments and Issues e Creating an Appointment from an Issue e Creating an Issue from an Appointment e Viewing Linked Appointments e Editing Linked Appointments Setting Up BMC FootPrints Service Core to Link Appointments and Issues The only requirement to link Appointments and Issues is a minimum of one Date Time field in the Workspace The Date Time field is a supported field type for BMC FootPrints Service Core Issues that allows the user to specify a calendar date and time to associate with an Issue Examples of a Date Time field include Due Date Start Date Follow up Date and Work Scheduled The Workspace Administrator can create a Date Time field on the Administration Workspace Form Designer page An unlimited number of Date Time fields can be created The user can choose which field to use to make the link when cre ating the appointment or Issue NOTE Plain Date fields are not supported for linking to the Calendar as no time can be specified for this data type Creating an Appointment from an Issue To create an appointment from an Issue Copyright 1999 2009 BMC Software Inc Copyright 1
115. MC FootPrints Service Core and must be licensed Please contact your salesperson for more information on obtaining a license to enable this feature Topics in this section Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 144 BMC FootPrints Service Core User Guide 11 5 e Enabling Knowledge Paks e Using Knowledge Paks Using Knowledge Paks Once enabled Knowledge Paks are accessed from the same pages as the BMC FootPrints Service Core Knowledge Base 1 On the Create Issue or Edit Issue page sele
116. My Requests Real time Issue Resolution Tools Remote Manager NOTE Remote Manager is an add on module Remote Manager supports Windows Vista on the client machine provided the client obtains a patch from BMC Contact BMC Support to obtain the patch Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 158 BMC FootPrints Service Core User Guide 11 5 Remote Manager allows you to control a user s desktop remotely for troubleshooting purposes BMC FootPrints Service Core includes an email feature that can be us
117. Quick Search The Quick Search is located at the top of BMC FootPrints Service Core pages It is available from any BMC FootPrints Service Core 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 is displayed More complex searches are covered in the chapter on Searching and Reporting Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their res
118. Record feature enables the user to take the following actions on the Address Book homepage e Create a Master Contact Record e Search for Master Contact Records e View details of Master Contact Records From the Details page of a Master Contact Record a user can Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 110 BMC FootPrints Service Core User Guide 11 5 e Editthe record e Copy the record e Delete the record e Create a new issue e Generate a report on the history e List associated contacts I
119. S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 165 BMC FootPrints Service Core User Guide 11 5 Selecting the File entry in the BMC FootPrints Sync client menu displays a drop down menu with the following options e Uninstall FootPrints Sync Client Uninstalls the BMC FootPrints Sync client e Reset Palm Hotsync Settings Resets the Palm HotSync configuration so that it no longer is configured for working with the BMC FootPrints Sync client e Exit Exits the application BMC FootPrints Sync Menu Options Selecting the Options entry in the BMC FootPrints Sync client menu displays the Reread PC Data on Next Sync and Reread FootPrints Data on Next Sync options BMC FootPrints Sync skips past records that already
120. Saved Searches drop down 3 Clickthe radio button for Delete 4 Click GO The saved search is deleted Cross Workspace Searching Each BMC FootPrints Service Core Workspace is contained in a separate sub database Each Workspace has its own fields users and other options You may be a member of one Workspace or you could have membership in several Workspaces If you are a member of two or more Workspaces and your Role allows it it is possible to display Issues that match search criteria from multiple Workspaces NOTE Cross workspace searches do not work for a person who is an Agent in one Workspace and a customer in another If an Agent performs a Cross workspace search the results do not contain Issues from the Workspace in which the Agent is a customer Some characteristics of cross Workspace searches include e You can only search on fields that exist in all selected Workspaces e You can only sort on fields that exist in all selected Workspaces e You can select any field from any Workspace as long as it does not exist in multiple Workspaces with conflicting types e The Quick Action Checkbox dialog is not shown e The Workspace Totals scoreboard and Global Issues list is hidden e Issues from your default Workspace are always listed first subsequent issues are ordered by ascending Work space number e Filters can be applied to the columns in your cross workspace search results e If you choose to view the details of an Issue
121. Search is available by choosing More Knowledge Base from the BMC Foot Prints Service Core toolbar The keyword search function is in the Browse section of the Knowledge Base page To perform a keyword search 1 Select a Knowledge Base from the drop down box for example BMC FootPrints Service Core Public Knowledge Base 2 If it has been configured choose the Category in which to search For example you might choose to search just this work space solutions in all workspaces or solutions in another category such as categories that have been set up for specific com pany products The word Category may have been changed by your administrator Enter the word or phrase for which to search in the Search Results for Keyword field 4 Click GO BMC FootPrints Service Core searches all fields for the keyword including Title Description and any Workspace and Address Book fields configured by your Workspace administrator to allow keyword searches 5 Alist of matching Solutions is displayed in the main frame or in the pop up window if you are searching from an Issue page Click a Solution to see the Details or mouse over it to see a preview if it is displayed in a pop up 6 If you are searching the Knowledge Base from an Issue page selecting a Solution from a BMC FootPrints Service Core Knowl edge Base automatically pastes the Solution into the Description field Keyword Search of External Knowledge Bases In addition to searching t
122. Service Core server If an appointment is set to begin at 1 00 PM Monday December 2 2012 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 BMC FootPrints Service Core is installed 8 Recurrence tab Appointments can optionally be set to recur at regular intervals The appointment is displayed on the Cal endar for each day that it recurs The options are e 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 e 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 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 Mon day through Friday in combination with the every X day s schedule 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 seco
123. Software Inc and BMC Software Inc Confidential 2 BMC FootPrints Service Core User Guide 11 5 amaximum of fifteen named agents Windows SQL Express or Windows SQL Server only no concurrent licenses a no ability to add CMDB or SQL Link amaximum of three workspaces plus one survey workspace BMC FootPrints Service Core Hosting Service All the power of BMC FootPrints Service Core hosted by BMC Software Inc The following add on modules are also available for integration with BMC FootPrints Service Core BMC FootPrints Service Core Configuration Manager 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 BMC FootPrints Service Core Configuration Manager module Please contact your salesperson for more information about obtaining the Extended Starter Pack BMC FootPrints Mobile The BMC FootPrints Mobile add on module combines real time dynamic access to via a web browser on supported mobile devices with synchronization functionality for calendar task and contact synchronization BMC FootPrints Sync is included as part of BMC FootPrints Mobile This module allows agents to manage their assignments search the knowledge base etc on the go and without the need o
124. 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 an Issue that is submitted by a customer either through the BMC FootPrints Service Core interface using the Customer Self service interface or via email There are three options for handling new Requests 1 TheRequests 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 assigned Requests appear in each assigned Agent s assignments list on the Homepage 2 Agents can take Requests from the Request bin and assign themselves to the Requests 3 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 Refer to the section on Auto Assignment in the Administrator s Guide for more information Customers can follow progress on Requests that they have submitted as they are worked In addition BMC FootPrints Service Core can automatically send email to the customer who submitted the Request when changes are made to the Request Contact your BMC FootPrints Service Core Administrator for more information on how your organization handles Requests Address Book The BMC FootPrints Service Core Address Book is a database of contact information for your end users wh
125. Toupdate fields optional e Update priority Must be in the form Priority n included in the body of the email where n is the new priority e Update status Must be in the form Status x included in the body of the email where x is the new status e Update workspaces fields Must be in the form FieldName data included in the body of the email where FieldName is the name of the field and data is the field data e Update Address Book fields Address Book field data can be included in email submissions in the form FieldName data included in the body of the email where FieldName is the name of the Address Book field and data is the field data e Subject Any new information added to the subject of the mail will be ignored Do not change the Issue and Workspace ID information in the subject or the Issue will not be updated properly or at all e Update assignees Add assignees to the assignees list using the syntax assignees user ID or leave out the plus sign and use assignees user ID to add an assignee Multiple assignees can be added by leaving a space between the user IDs for example Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks an
126. YTD 2 Select All Users from user list 3 Reporton Issues after 1 1 2012 4 Select all Statuses 5 Click GO A report is returned that includes e Workspace Name e Total number of Issues reported e Total time spent by all team members in 2012 as of today s date e Average time spent by Agents on these Issues e Total cost of work for department based on hourly rate e Average cost per Issue e A breakdown of each Issue The time tracking report can be saved or printed right from the browser window If the text file option is chosen a Windows Save As dialog box will appear Saved Time Tracking Reports Time Tracking reports can be saved as templates Each time a saved report template is run it returns the latest matching data These reports can be run from the web interface or scheduled to be run and emailed automatically Refer to Auto Run Reports for more information on how to run and email reports automatically Access a Saved Time Tracking Report 1 Select Reports My Reports from the BMC FootPrints Service Core Toolbar Saved Time Tracking Reports are listed in a drop down 2 Selectthe report from the drop down 3 Clickthe Run radio button to run the report this is the default the Edit radio button to edit the report or the Delete radio button to delete the report 4 Clickthe GO button 5 If you selected Edit change values as needed then save and run the report If you selected Run the report is run and
127. a Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 130 BMC FootPrints Service Core User Guide 11 5 automatically assigns that user to the Issue Submissions by Agents administrators are formatted the same way as incom ing email from customers e Subject The subject of the email becomes the Title of the Issue e Body The body of the email becomes the Description e Workspace fields You must include data for all mandatory Workspace fields If you email BMC FootPrints Service Core without this information you receive an error notification email with instructions on getting Work space field information See below for the format e Address Book fields You must include data for all mandatory Address Book fields The format is described below e Email address Your email address is recorded as the submitter of the Issue By default the submitter is assigned to the Issue If auto assignment or escalation is configured other users may be assigned by the system in addition to or instead of the submitter To designate a customer or other user as the submitter of the Issue include the email address in the body of the email in the form sender jsmith widget com e Priority The default priority is automatically assigned
128. 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 sep arate View Current Description window Edit Most Recent Description lf enabled the last description of an Issue appears on the edit page in a sep arate 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 lf 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 cor responding record in the Address Book for this to work Otherwise the fields remain empty Open attachments from a new window lf enabled a new window is opened when you click on a file attach ment 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 home page 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 con firmation page only displays a View Issue button and a Close Window button Clicking the View Issue button dis plays the Issue details page On a heavily used system one with many agents and Issues the Display confirmation pa
129. 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 e 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 sub sequent 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 soft ware product and release If a different software product is selected different release numbers are displayed and depend ing 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 Workspac
130. act dates to search on in the period specified Enter the date or dates to search on Click to display a searchable calendar Created Solutions that were created on before after or between depending on the drop down selection you make next the specified date s are retumed leave second date blank for all but between Last edited Solutions that were last edited on before after or between depend ing on the drop down selection you make next the specified date s are returned leave second date blank for all but between NOTE When on a single date is chosen and you are reporting by month the report contains Solutions for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in Relative Searches by relative date allowing you to create a search or report that for example returns Solu tions for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year a Range Select this to search by a particular time period e g yesterday last Sunday etc e Time to Go from Status A to Status B Starting Status Ending Status The starting status for which you want data The data will be returned for solutions based on the time it took to go from the starting status to the ending status a Only Include Issues that Still Remain in the Ending Status
131. age a summary list of your contacts For admin istrators 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 e Toview a contact click the contact s last name link The Detail View page is displayed showing the contact s complete con tact record e Toedita 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending regi
132. ager Report To create a Change Manager Report 1 Select Reports Change Manager from the BMC FootPrints Service Core Toolbar 2 Heading Define what is included in the heading at the top of the report output They do not apply to the Text File style 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 Name of the Workspace Logo graphic Logo image displayed in the current Workspace 3 Formatting Change Manager reports contain built in data including Issue Number Title etc Additional fields can also be included These fields are displayed one to a line in the order selected The History and Email History fields are special fields that include the Issue or email history in the report This provides an audit trail in reporting e Fields Displayed Change management reports can contain any field data from change management Issues These fields are displayed one to a line in the order selected Select fields to display Use the radio buttons to select which field types to display choose from BMC FootPrints Service Core Issue Information or Contact Information fields From each set of fields select the fields to be displayed in the report by clicking on the field name in the list on the left and then clicking the Add Field
133. ainst the permitted data values for those fields incoming emails are rejected if the data values are not in the list example the field Color has values red blue and green in the workspace If the incoming email has a line of Color black this email will be rejected Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 131 BMC FootPrints Service Core User Guide 11 5 Multi select fields with multiple values must be semi colon delimited For example Colors i like red green blue 3 By default th
134. alog asks if you would like to accept the appointment Accept the appointment zi 9r uL d UN If someone else has created the appointment you can send an email confirmation to the user If you do Outlook sends the cre ator an email stating that you accept the appointment 8 The appointment is included in your Outlook Calendar All of the data for the appointment Title Location etc is populated If a reminder was set in the BMC FootPrints Service Core appointment the reminder is also set in Outlook i e you receive the Outlook pop up reminder dialog 15 minutes before the appointment is scheduled etc NOTE Synchronizing with Outlook is one way only Changes made to appointments in Outlook are not reflected in BMC Foot Prints Service Core Changes made in the BMC FootPrints Service Core Calendar result in another email notification If the Vcal attachment is double clicked and accepted the change is made in Outlook Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owner
135. ame 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 Admin istrators Issues 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 Admin istrators Issues linked 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 dis played 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 K 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
136. 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 178 BMC FootPrints Service Core User Guide 11 5 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 n
137. an Issue 3 Donot change the subject line of the email in any way it contains important information about the Issue and Workspace IDs and is needed by BMC FootPrints Service Core to update the correct Issue 4 Click Send to send the update to BMC FootPrints Service Core The Issue is updated within a few minutes If the email rules are configured to send email updates to customers and or assignees email notification of your changes is sent NOTE When appending to an existing Issue the BMC FootPrints Service Core incoming email feature only takes the latest infor mation from a reply eliminating duplication in the description The message When replying type your text above this line appears in every BMC FootPrints Service Core notification email Users must enter their reply above this line BMC Foot Prints Service Core does not append anything below the line to the Issue Knowledge Base The Knowledge Base is a place to record organize and manage important information for a BMC FootPrints Service Core Workspace This can include but is not limited to Solutions to common problems answers to frequently asked questions patches and documents By using the BMC FootPrints Service Core Knowledge Base feature you can turn the past expe riences of individual customers and Agents into a database of Solutions for users to search This can assist Agents in find Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numa
138. an Issue type Service Category or FAQ category Change Management A feature that helps manage changes ranging from small solutions e g upgrading memory or software on a single machine to large projects such as an organization wide system upgrade Changes are managed by designated approvers who vote to approve or disapprove Requests for Change RFCs at each phase in the process Change Order To change the order of the display of a list of items e g to ascending or descending order Character A letter number punctuation mark or other symbol Character Multiple Line A type of field that can accept an unlimited number of lines of data Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending regi
139. an error message is dis played Viewing Master Issues and Subtasks Master Issues and their Subtasks have special properties to help show their relationship For Master Issues On the BMC FootPrints Service Core Homepage Master Issues are listed with the Master Issue icon to indicate at a glance that itis a Master Issue If the Issue Type field is displayed on the Homepage selected under My Preferences the Issue is described as a Master in that column On the Details page for the Master Issue a note indicates that it is a Master Issue and all Subtasks for that Issue are listed in a table with the Issue Number Title Status and Assignees displayed for each one To view the Details of a related Subtask click the Title of the Subtask The view is refreshed to the Detail view of the Subtask For Subtasks On the BMC FootPrints Service Core Homepage Subtasks are listed with the Subtask icon to indicate at a glance that it is a Subtask If the Issue Type field is displayed on the home page selected under Preferences the Issue is described as a Subtask in that column Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be regis
140. an include additional reports and statistics in the Personal Flashboard window and change the format of some of the graphs from bar charts to pie charts Refer to Customizing the Flashboard for detailed infor mation EE LS e Refresh Although the Personal Flashboard window refreshes every five minutes you can refresh the window at any time by selecting this option e Print The contents of the Personal Flashboard window are printed e Close Close the Personal Flashboard Customizing the Flashboard The Personal Flashboard can be customized to include specific charts or metrics To customize the Personal Flashboard click Customize in the Personal Flashboard window new window opens with a list of metrics that can be included or excluded by selecting the corresponding checkboxes The Received vs Closed charts are displayed as bar charts the Active Issue charts allow you to choose between bar or pie chart format In addition you can display charts for up to four custom Workspace fields that have been defined as drop down display fields Defining Statistical Flashboard Information Statistical Flashboard information is displayed in scoreboards The following statistics can be displayed in the Flashboard e Received Today Statistics for Me and My Teams Check the box in the Show column next to the statistics you want to include from the following list Total Issues Total number of Issues received today Checked by default Active
141. an tell that it is a new sub mission from a user because the status is Request and no assignees are listed Contact your BMC FootPrints Service Core administrator for instructions on how to process customer Requests Using Incoming Email The BMC FootPrints Service Core incoming email feature allows users to submit and receive information to and from the database without logging into BMC FootPrints Service Core Your BMC FootPrints Service Core administrator may have configured BMC FootPrints Service Core to receive email from a certain address e g support mycompany com This topic covers the types of supported incoming email Contact your BMC FootPrints Service Core System or Wares Administrator to find out the email account designated for incoming submissions to BMC FootPrints Service Core for your Workspace e Submitting Issues via Email e Updating Issues via Email e HTML Form e Email Queries e Alternate Submitter via Email e Email for Customers Submitting Issues via Email If incoming email is configured both Agents and customers can submit Issues to the system via email Information can be included in the subject and body of a regular email or a form can be requested refer to HTML Form Each Workspace can have its own email address support mycompany com development mycompany com etc In addition to configuring an incoming email account for the Workspace the Workspace Administrator must specifically allow Reque
142. and is recommended for most users Select the correct method to minimize problems with losing mouse focus while working within BMC FootPrints Service Core or BMC FootPrints Service Core stealing focus from other active windows on your desktop Java applet Recommended for users with older versions of Internet Explorer and for users with Microsoft Java often found on Windows 98 2000 a 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 BMC FootPrints Serv ice Core window reacquires the main focus when you are working in some other application This is a rare problem a JavaScript HTTP Should you encounter problems with page focus as described in the preceding par agraph 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 Intemet Explorer v6 BMC FootPrints Asset Core Authentication This selection is only displayed when BMC FootPrints Asset Core is enabled for the system This selection is used to enter credentials for authenticating the user to the BMC FootPrints Asset Core Select the Ed
143. application e Multi workspace workflow Automate the escalation of an Issue from one workspace to another e 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 The BMC FootPrints Service Core 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 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 An unlimited number of service levels can be defined and 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 eac
144. approvers then give or withhold approval When an Issue meets approval criteria it is moved to another stage in the process Note that meet ing 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 an approval for the design from the development organization an approval for the actual software build from software development then a testing approval from quality assurance and so on The BMC FootPrints Change Manager feature allows the work space 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 NOTES BMC FootPrints Change Manager is an add on module that incurs an additional cost Approvers must have a BMC Foot Prints Service Core Agent license fixed or concurrent The BMC FootPrints Change Manager feature is related to but not to be confused with Change Manager as defined by the IT Infrastructure Library The BMC FootPrints Change Manager feature provides the ability to manage changes via a voting approval process BMC FootPrints Change Manager is implemented with customized statuses fields teams roles and escalation rules The fields and statuses are built into the Change Manager t
145. ar DMS hea M doe LUE AM LS ASL Ar Mte vp tute ER SIE CRI Rice ATUL Sal 60 Email Submission of Issues and Requests 22222222 c cc cecee ee ccc cece cceeeeceeeecceceeeeeeeeeeseseeees 61 Searching and Reporting 000222 c cece cece cc cece cece cece ee ce eee eee ceeeeeeeeeeeeeeeeeeeeeeeteeeerseseeees 61 SS SACI 2 ec fs nome n t NE ete ted A UA Luis Si RES RED BA st Stet Mts Kets ath a aa 62 Reporting sienos aooe EM 70 Addressx BOOk tr Treron rasaae ae S aaae a eead ae ardan a anaa a ee Saa nt dd ERES 105 Address Book Homepage 2 2 2 e cece cece cece cece cece c ccc I IRR RR RR RR RR rre e EA Aa Aaaa eese eres 105 Create a New Address Book Contact iiiuiuuuissssssssssslsslsssslsssss sss nlllrIrllrIlllllllrlcllll 106 Working with Address Book Contacts 00 0200222222 c cece cece cece cece cece cece RR RR rre erre eere lesu 106 Create a New Issue from the Address Book 22 2 2 2 ec ccc cece cece cc ececcceececceeeeceeeeesseceseceeseseeeees 107 Address Book Searches and Reports 2 22 22 2 ccc cece ccc c ccc eee c cece cece ee eeee cece ceeeteeeeeeeeeseeneees 107 Master Contact Records 00 000000 esses e eee eee eeeeceeeeeseeececeeceeeeeeeeees 110 Galendar and Scheduling m ete eu t eod eee etait 2 s sed tte at ota e at So SR bL Er ce SLE f dou p Len A 114 er oz Haie HEELS 115 Viewing Appointments uuuuUUUNNNENENENENENNNWWWWWWWWJ 9PP 116 Creating Appointments
146. arch methods are the same as those for Issue Information fields see above 7 Advanced Criteria Various criteria for determining which Issues are searched and other criteria e Issue Types to Include Specify whether Advanced Issue types including Subtasks and Global Issues are returned Options include All Issue Types All Issue types are returned Regular Issues Regular non Global or Master Subtask Issues are returned Include Master Issues Master Issues that contain subtasks are returned Include Subtasks Subtasks of Master Issues are returned Include Global Issues Global Issues are returned Include GlobalLinks All users Issues linked to a Global Issue are returned e Date lf dates are specified the search returns only Issues from the time period specified For more infor mation refer to Date Field Search Options e Age Returns Issues created in the time specified Number of days and hours can be specified Mod ifiers are also provided including Greater Than Less Than Equal to 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 Schedule e Include only Issue Numbers Restricts the report to a defined range of Issue numbers e Advanced Date Time Controls The following Pending Clock
147. are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 168 BMC FootPrints Service Core User Guide 11 5 Capturing Twitter Tweets on Your Homepage By default you can display six Dashboard components on your Homepage depending on your role permissions as set up by your Workspace Administrator 1 Follow the steps in the Homepage Preferences topic under Add a FootPrints Service Core Dashboard Component 2 Select Twitter Feed from the Available Components list 3 Under Setting for Twitter Feed a Select the number of Twitter Tweets to display from the Records to display drop down list between 1 and 10 e Tocapture Tweets from or mentioning a specific Twitter user select User screen name then enter the Twitter username in the User screen name field e g Username e Tocapture Tweets containing keywords select Search string enter the search query in the Search string field e g YourServiceDesk Below are some examples of search operators you can use in the Search string field For more search operators see Using the Twitter Search API on Twitter s Developers Web site Example Finds Tweets Useful for tracking requests problems sent directly from your Twitter users to your service desk Twitter account from which you can create Issues sent to the user You to YourServiceDesk rServireDesic YourCompany mentioning YourCompany monitoring Tweets mentioning your company name
148. ark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 179 BMC FootPrints Service Core User Guide 11 5 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 MyTerm o Organizational Unit An Address Book field used to organize contacts such as Department Company Name Business Unit or Loca tion Must be enabled by the Administrator P password complexity rules Password complexity rules Rules that govern the mandatory characteristics of passwords for FootPrints authentication Rules are optionally set by the System Administrator Rule
149. ark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 5 BMC FootPrints Service Core User Guide 11 5 Key Concepts Workspaces BMC FootPrints Service Core 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 in BMC FootPrints Service Core 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 Service Desk activity while a second Work space 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 Starter 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 Work Spaces count as one of the three Workspaces The Extended Starter Pack unlocks the ability to create unlimited Work spaces Please contact your salesperson for more informa
150. ase Refer to Approvals for more information Create Solution from an Existing Issue 1 Open the Details page of the issue you want to make into a solution 2 Onthe Details page of the Issue click Add to KB If you do not have the Addto KB option you do not have permission to create Solutions 3 If e the Issue is already Closed the Create Solution form is displayed The form is pre filled with data including the latest Description for the Issue Contact information from the originating Issue is not included e if the Issue is still Active i e Open or another active status you are prompted to close the Issue If Yes is selected a Description field is displayed for adding any additional comments or a resolution before closing the Issue After clicking Save the Solution form is displayed pre filled with the public information from the Issue including the latest comments added 4 Knowledge Base Select the Knowledge Base to which to add the Solution The Public Knowledge Base is viewable by cus tomers and Agents The Internal Knowledge Base is only viewable by Agents Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos ma
151. at the report using one of the templates is avail able e The Single Issue report can be printed from the browser or saved as an HTML file Quick Report This feature allows you to quickly report on one or more Issues It can be done from the Homepage or from the results of a search This is useful when you want a report of one or more issues displayed on the Homepage without creating a cus tom report To create a Quick Report 1 Onthe BMC FootPrints Service Core Homepage select the Issues to be included in the report using the Quick Action Checkbox dialog To select all Issues on the Homepage click the All checkbox Select Report from the drop down box above the checkboxes Select a report format from the drop down Ux ue e d Click GO A new browser window opens containing the report results It can be printed or saved directly from the browser Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and i
152. at the same time To convert an Issue to a Quick Issue 1 When you are on either the Create Issue or Edit Issue page select a Quick Issue template from the Use selected template field The page refreshes and fields are populated by the pre defined Quick Issue information 2 Continue with the Issue as you normally would Copying Issues Copying allows you to copy the information from an existing Issue into a new Issue which can be linked to the original Issue This feature is useful in a number of situations for example e Aclosed Issue needs to be reopened but for administrative purposes a new Issue must be created e A new Issue needs to be created that is very similar to an existing Issue e An Issue must be moved or copied to another Workspace e A new Issue needs to be linked to an existing Issue To copy or move an Issue access the Details page for the Issue and click Copy Move You have the following choices e Copy Issue in this Workspace e Cross Workspace Copy e Move to Another Workspace There are a number of Copy Restrictions that should be reviewed before copying or moving issues Copy Issue to the Same Workspace On the Details page of the Issue click Copy Move Select Copy in this workspace and click GO A Create Issue page is displayed The new page is pre filled with information from the matching Issue Click the checkbox to link the new Issue to the matching Issue if needed this checkbox is checked by default
153. auto run NOTE ON TEAMS In all reports broken down by assignee the bar slice row for a team only lists Issues assigned to that team and none of its members If an issue is assigned to multiple teams it counts for each team just the way an issue assigned to multiple Agents counts for each Agent If an issue is assigned to Team A Team B and a member of Team B it counts for Team A Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential TT BMC FootPrints Service Core User Guide 11 5 and the member of Team B If an
154. ave been in one of the below phases Highlight the phases to be included in the report Only Issues that are or have been in the selected phases are included 5 Issue Criteria Specify the criteria for including Issues in the change management report Only Issues matching the char acteristics specified here are included Built in fields and Issue specific fields are included on this page Title Enter a word or phrase to for which to search Boolean operators AND OR and NODATA are sup ported For more information refer to Boolean Operators Description lf a word or phrase is entered or multiple words using Boolean Operators only Issues con taining that word phrase in the Description are returned Keyword lf a word or phrase is entered any Issues containing that word phrase in any field are returned including Title Description Workspace fields and Address Book fields as long as the full text search con forms to full text keyword search behavior File Attachments Search for file attachments by name not by content Available in all versions except the BMC FootPrints Service Core database Assigned to Highlight one or more users to returns Issues assigned to the user s selected holding down the CTRL key to select multiple users If you do not want to limit the search to any particular assignees do not highlight any users Advanced Controls are also available for this field NOTE ON PERMISSIONS Access to Issues is
155. ay have been in the Closed status e Active Issues by Assignee Number of current active Issues includes Open Requests and any status except Closed by assignee and the average time the Issues have been open e Closed Issues by Assignee Number of closed Issues in the workspace by assignee and the average time each assignee took to close the Issues NOTE When viewing report data by assignee remember that an Issue can be assigned to more than one individual or team at a time When an Issue is assigned to more than one individual and or team it is counted in the report for each assignee that is an Issue assigned to three people and one team would be counted for each of the individuals and the one team This means that if you count up the total number of active Issues in the report they can exceed the total given for the number of active Issues that you see displayed on the Homepage Received vs Closed Received vs Closed reports list how many issues were received and how many were closed based on specific criteria The options for report output are e HTML Display report as HTML in a browser window e Graphical Create chart images JPEG files that can be printed or saved to disk and imported into another pro gram e Export Create a text file which can be read by spreadsheets and other programs The options for creating Received vs Closed reports when you select the sub categories of either By Priority or By Assignee are
156. ayed as expand able 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 Col lapse 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 Rich Text Mode Editor The Description field can include controls for formatting the text including font type Size color bulleted and numbered lists and tables This feature is compatible with the following browsers Inter net Explorer 5 5 Firefox 2 0 and Safari 3 0 If disabled a plain text box is used instead NOTE The Rich Text Mode Editor feature may be disabled by the administrator in some Workspaces Flip Thru Description Viewer lf 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 addi tional 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 lf enabled
157. b server s resources and into BMC FootPrints Service Core However because BMC FootPrints Sync runs as the local workstation user and there is no way to answer the web server s login challenge through BMC FootPrints Sync users will continually be denied access to the Sync service This is due to the configuration of the customer s domain and must be addressed through proper configuration of interconnectivity between domains Social Media Broadcasting Issues to Social Media Broadcast an Issue to Social Media Agents can broadcast individual Issues from the Assignees and Notifications tab section on the Create Issue and Edit Issue pages The instructions below describe how to broadcast an Issue to social media Facebook and Twitter Notes e Users will be able to view the first 2 048 characters of the Issue description on the Facebook post and 140 characters on the Twitter post e Users will only be able to view Issue details once they access BMC FootPrints Service Core from Facebook if they are Global Issues or if they have rights to view the Issue For more information see Creating Global Issues e fthe BMC FootPrints Mobile license has been applied to your BMC FootPrints Service Core installation customers will not be able to view Issue details in BMC FootPrints Service Core from mobile devices when clicking the BMC FootPrints Service Core links in social media posts More more information on BMC BMC FootPrints Service Core Mobile s
158. based on a user s Role Assignment options may be restricted based on your role Contact your BMC FootPrints Service Core administrator for more information Submitted by lf a user is selected the search returns only Issues created by that user Priority Returns only Issues of the specified priority or priorities Highlight the priorities to be included hold down the CTRL key to highlight multiple priorities To return all priorities no priorities need to be selected this has the same result as selecting all priorities Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective own
159. c and BMC Software Inc Confidential 162 BMC FootPrints Service Core User Guide 11 5 BMC FootPrints Service Core gt PIM Tell BMC FootPrints Sync how to handle Issues when writing them to your PIM s Tasks list o My Assignments Writes all Issues that are assigned to you to the PIM s Tasks list when BMC Foot Prints Service Core is synchronized with the PIM o Post address book and workspace fields into the description of the tasks All of the field data elsewhere in the Issue is written to the Description portion of the Task PIM BMC FootPrints Service Core o Completed Deleted Tasks If you mark a task as completed or deleted in your PIM when you syn chronize your PIM and BMC FootPrints Service Core the status of the corresponding Issue in BMC Foot Prints Service Core is changed to the status you select from the drop down fields e Open Status is changed to Open e Closed Status is changed to Closed e Other Statuses Other BMC FootPrints Service Core statuses are dis played in the drop down Select one of those to determine what to do when the status is marked as completed in the PIM e Don t change Status Status is left unchanged o Deleted Tasks If you delete a task from your PIM when you synchronize your PIM and BMC Foot Prints Service Core the status to the status you choose from the drop down fields e Open Status is changed to Open e Closed Status is changed to Closed e
160. c hie Za tee i aeos E EE TO e RT 28 leno Ir aaan a n aaa a aa a a a a Oe aN en ee Seah E 29 Preferences 2 oe kho e or orb ca cat tt a e cebat he t eas a rt M e e tatu d AU ta 29 The BMC FootPrints Service Core Toolbar 22 2 2 cc cece ccc ccc cece cece cece ccc ce ee III lI araoa anaana aon 38 Below the Tool bat 2 7 2 22a 5ea se eae deen G2 tadashi ue ok Adecco oe ivan ainnes v encR bi onset osa dom he oe a a s mh e 40 Resorting the Homepage 2 2 c cece cece cece cece cece cece cece cece RR cece esses esses esee essere rers n 40 Filtenng Columns eL enr uror ced E eed ie Sal en Sel pe oN a ales d i Me E SERE 40 Reordenng Columns sche dte ei cn neh tee Ocal cb neh es i M Le ood Ld Pl tue re Lud 5 43 RESIZING Columns oc dso es wens ode Ree ec thee Boden d e hs tid docte i e ibtat ct deine ce dance ant 43 BIOS 0 0 DO 43 Viewing Sstes z coro tto itr LL eres ti esca e OEE it hata crate al GER ee ES tM ies aia Biles So 44 Quick Action Checkbox Dialog 0 000000 o ccc ce cee cee cece cece eeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 45 The Address Book Homepage 222222 e eee e cece ccc cece cece cece cece cece eee esee eee esee esses sees esee esee ssl 46 The Address Book Alphabet Index 2 2 2 2 22 2222 c cece cece ccc ccc cece cece cece eee eeeee eee eeeeeeeeeeeeseeeeeees 46 The Address Book Summary List of Contacts 00000022 c cece eee e cece se cece cece ceeceeeeeeeee 46 The Address Book Qui
161. ce and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 40 BMC FootPrints Service Core User Guide 11 5 a For Submitted By fields only agents are displayed but not customers For example if the filter criteria were Smith only Issues with the name Smith are displayed and only if Smith is an agent Checkbox fields Columns populated by checkboxes can be filtered based on two choices The default options are On and Off but the filter displays the names given the checkboxes for example they may have been named True and False Issues where neither was selected are included in the results for Off The column can be fil tered for one or the other option but not for both Number fields Filtering on number fields applies to Integer and Rea
162. ce the feature is called Master Quick Call throughout the Workspace on the Toolbar in the administration pages etc For consistency all help files refer to the feature as Master Quick Issue Issues created with the Master Quick Issue template are like any other regular Master Issue once they have been created They can be edited deleted re assigned etc Escalation rules apply to them as to any other Issue Closure of the Master Issue is regulated by the Subtask Closure Process rule set by the Workspace Administrator To learn more about Master Issues and Subtasks refer to Subtasks Specifying a Subtask Sequence from a Master Issue Details Page You can specify a sequence for closing subtasks once you have created a Master Issue In order to specify sequencing the Master Issue must have at least two subtasks linked to it and the Agent must have role permission to specify sequen cing If you want to specify sequencing but cannot do it check with your Workspace or System Administrator to determine whether you have permission To specify a subtask sequence from a Master Issue Details page 1 Select the Master Issue Details page 2 Selectthe tab for Related Issues 3 Click the Check this box to allow sequencing of Subtasks checkbox Drop down boxes are displayed in the section for you to specify the sequence 4 Usethe drop down boxes next to the subtask names to set the sequence You can specify more than one subtask with the sam
163. ce versa e Maps contact fields between BMC FootPrints Service Core and the PIM Some PIMs have a concept of private and public calendars similar to the BMC FootPrints Service Core personal cal endar and workspace calendar A private calendar is viewable only by the PIM owner but the public calendar can be seen by others with the owner s permission IMPORTANT When BMC FootPrints Sync initially synchronizes BMC FootPrints Service Core assignments with the tasks list it takes role permissions into consideration Only the Agent s own assignments or team assignments are synchronized However if the Agent s role only permits him or her to edit his or her own assignments through the BMC FootPrints Service Core inter face the Agent will be able to close and add to the Description field of the team s assignments through the PIM Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and
164. ch all three are assignees are returned Add Assignee Optionally add an assignee to the list Enter the name in the text field and then click the icon The name you added is appended to the end of the list You must still highlight the name of the added assignee if you want the search to return all Issues to which the added user is assigned a Exclude Issues Assigned To Excludes all Issues to which the user s you have highlighted are assigned o Add Assignee Optionally add an assignee to the list Enter the name in the text field then click the icon The name you added is appended to the end of the list You must still highlight the name of the added assignee if you want the search to exclude all Issues to which the added user is assigned e Keyword lf a word or phrase is entered any Issues containing that word phrase in any field are returned including Title Description Workspace fields and Address Book fields as long as the full text search con forms to full text keyword search behavior Fields Included The Keyword search queries the Title field Description field Workspace Issue and Address Bock fields NOTE Refer to this Knowledge Base article for details on the behavior of the keyword search function Attachment Filename Returns all Issues in which the string matches the filename of an attachment tothe Issue s NOTE ON PERMISSIONS Access to Issues is based on a user s Role Assignment options may be
165. ck GO to run the report To save the report enter a name before you run it Select Personal to save the report for yourself Select Shared Internal to share your report template with other internal BMC FootPrints Service Core users Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 74 BMC FootPrints Service Core User Guide 11 5 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 Re
166. ck Search 00000000 coc c ccc ccc cece cee cece ee cece cece eeeeeeeeeeeeteereereteesteeees 46 Address Book Toolbar xs Qoncl nga ec dee t RIA RR EID NEW M eSidae cond ses AE RI DINE Ana 47 The Address Book Main Frame 222 22 220222 e cece cc ccce ccc ccc cece cece ee cece eee ceeeeeeeeeeeeeeeeeeeeeeeeseeees 47 Using BMC FootPrints Service Core 0 0000000 o coco ccc ccc ccc cece ce eee esses sese sees es esses sse 48 sol ee ree ere MEI MP Pc c E 48 Password Complexity Password Expiration Failed Login Attempts and Password Reuse 48 ISSUCS 2 xe ester ec hono iu cc cec ecce ee oce ue en noon Ca ce ce cock nA N a MC 49 A Note On the Appearance of the Create and Edit Issues Pages suse 49 WORKING WILMSSUCS 2 2 ois Er 50 Creating Issues Overview 00000 occ cece eee cece cece cece cece I anaa ra aaraa onaren ranir nannan 50 Completing a New ISSue 2 222 222 cece cece ccc ccc cece eee eese esse cece ee eeeeeeeeeeeeeeeeereereeeeseeeseees 51 Sample Solution SS eS eli SN EA EIS i DIO UE c a 54 Editing SSUCS su ecran tih dopo si MA tA Haste Lee e A Ste erable iwi tust des coute te Ate Case a ed 54 Edit Test SU6 5 Suse eec tense Mat orci beo wal delen oe tit ele eec bee Mois ep wince Vid cnle EXER e ife ica 55 Issue IStOhy trecea a T rr tn RSE bal ccn ee Ore RON oe a N 56 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara So
167. contain hierarchies of categories Real time Issue Resolution Tools In addition to communication through the web interface and email BMC FootPrints Service Core has the following features that allow the agent to resolve users Issues e Instant Talk allows customers to communicate one on one with agents e Remote Manager Ability to remote control the customer s desktop e Telephony Integrates telephony functions with BMC FootPrints Service Core These features can be used in conjunction to remotely control a user s desktop while holding a chat session at the same time This section describes how to use these features Asset Management Asset management is an add on module to BMC FootPrints Service Core Asset management enables the auto discovery of PC assets network management and software deployment using any combination of the following e BMC FootPrints Asset Core Complete up to the minute PC hardware and software identification e BMC FootPrints Service Core Integration with Microsoft System Center Configuration Manager SMS Allows service desk agents to dynamically access PC asset data acquired with Microsoft System Center Con figuration Manager SMS while they re working on an Issue from within BMC FootPrints Service Core Note Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are
168. criteria you want to search on Any field that you do not want to perform a search on should remain untouched Some Boolean operators can be used within in text fields e Close Close the Address Book browser e Help Open the complete online help Below the Address Book Toolbar Immediately below the Address Book toolbar is an alphabetical index Click on a letter to display all contacts whose search field by default this is Last Name begins with that letter e The Address Book contacts are listed below the toolbar e The contacts are sorted alphabetically on the first field By default this is Last Name but any field can be set as the first field such as Company Department User ID etc e Clicking the hypertext link for a letter A B C etc brings you to the contacts for that letter e f the Address Book is either LDAP or Dynamic SQL based the Address Book Homepage contains a search win dow Create a New Address Book Contact 1 Click Create Contact on the Address Book Toolbar 2 Fill in the fields these can differ depending on how your administrator has customized BMC FootPrints Service Core 3 Click SAVE to submit the new contact information The new contact is included in alphabetical order in the Address Book Contacts can also be created from the Create Issue Screen arra NOTE When a new Address Book contact is created the system checks for duplicate contacts by comparing the first two fields and or the primary
169. ct Search Knowledge Base above the Description field A pop up window is dis played containing the Knowledge Base search options To browse the Knowledge Paks select Browse Knowledge Paks A list of titles is displayed in a new window They are categorized by library Self Service for end user solutions and Support Analyst for more technical information type of application and manufacturer Select a title to view the solutions for that title When you find a title that matches the user s Issue select Solved to import the solution into the Issue A summary of the solu tion and a link to the full details are imported into the Description field To search by keyword enter a word or phrase in the box select Knowledge Paks Online from the drop down and click GO A list of matching Solutions is displayed in a separate window To search by keyword from the Create Issue or Edit Issue pages your administrator must set up a Workspace field that is used for the Knowledge Paks search page Check with your administrator to see if this has been done To use the search functions from within Knowledge Paks select Search in the top of the Knowledge Paks window Knowl edge Paks are also available by selecting Knowledge Base Search from the BMC FootPrints Service Core Toolbar If this feature is enabled for customers Self Service Knowledge Paks are also available from the Customer Self service inter face Advanced Features Advanced Issue Typ
170. d Before assigning Agents you can check Agent availability by clicking the Check Availability icon to see which Agents can be scheduled to work To remove a name from the Assignees list double click it Refer to Check Agent Availability for more information e IfTeams are enabled users are listed under t heir Team name Both Teams and users can be assigned a To view the members of a Team select the Team name The Team expands with a list of users b Toassign the Team select Assign Team and click the right arrow The Team appears in the assignment box c Toassign a particular user select the user s name and click the right arrow The user is listed under the Team name in the assignment box d Multiple users can be assigned from the Team e Toassign another Team click the Team name to shrink the list and select another Team a Toassign a user without his or her Team or who doesn t belong to a Team select the Individual Users option NOTE If the Auto Assign feature is enabled Teams and or users appear in the Assignee box automatically based on a choice in one of the drop down fields Ask your Workspace Administrator whether this feature is enabled 11 12 13 14 15 Email Notification This feature can send email notification to users when an Issue is created updated and closed and can also send a Survey to the customer Refer to Email Notification Options for more information Time Spent This section all
171. d BMC Software Inc Confidential 65 BMC FootPrints Service Core User Guide 11 5 e Status Returns only Issues of the specified status es By default Open and any custom statuses are high lighted in the status dialog To select multiple statuses hold down the CTRL key To return all statuses no sta tuses need to be selected this has the same result as selecting all statuses 2 Issue Tab Issue Information The fields in this section differ depending on the fields in the current Workspace Search on as many fields as desired Search methods vary with the field data types e e Character field Displays a text box Enter the word or phrase to search on or multiple words using Boolean Operators e Number field Displays a text box Enter the number or part of a number for which to search e Drop down and Multi select field Displays a multi select dialog box Highlight one or more values to search on To search for Issues that contain no data for the field select No data If you do not want to restrict the search based on choices ina field do not highlight any values e Date fields Search on a date or date range For more information refer to Date Field Search Options e Note e Date time fields can only be searched by date not time e e Other field types Email URL and FTP fields display a text box Enter the word or phrase to search on including partial addresses 3 Contact Tab Search by users contact infor
172. d Search Lists saved searches e Today s Appointments Lists your appointments for the day e 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 BMC FootPrints Service Core Dashboard Component To add a dashboard component to your homepage 1 Inthe 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 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 BMC FootPrints Service Core Dashboard Component 1 Inthe Current Dashboard area click the dashboard component to be edited Only one component can be selected at a time The following buttons are displayed Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks serv
173. d Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 124 BMC FootPrints Service Core User Guide 11 5 Issues are created automatically by the system each time the appointment occurs The first Issue created contains the manual information entered on the Issue page subsequent Issues only contain the information taken from the appointment Calendar Preferences The user can set various options for his or her own personal Calendar The Workspace Administrator can set options for the current Workspace Calendar To set the preferences for the Calendar select the Preferences link from the Day View of the Calendar The options are Email myself after appointment creation and update By default the creator of an appointment receives a
174. d and click the GO button The Master Contact Record has been created Searching for Master Contact Records To search for Master Contact Records from either the Address Book home or Master Contact Record home you can use the Quick Search field and select the Master Contact Record field from the drop down then search for records that have the specified string in the Master Contact Record field For example if the Master Contact Record field is Company and you are looking for all records for the Intemational Widget Company you could enter the string Internat in the Quick Search field select Company from the drop down and then start the search Because Quick Searches are anchored searches the string you enter must start with the first letters that would appear in the Master Contact Record field In the above example searching for Widget would not work To perform non anchored or more complex searches you must use the Advanced search feature To search for a Master Contact Record 1 Click the Advanced link below the Quick Search field on either the Address Book home or Master Contact Record home 2 Enter the search data and select from the options to search for the Master Contact Record or Records Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark O
175. d logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 53 BMC FootPrints Service Core User Guide 11 5 Select the date from the calendar Select the time for the appointment a Click in the date time field or the calendar icon beside the field b Enter astart time for the appointment by clicking the Start Time radio button then clicking on the time fields beside it e g if the meeting begins at 2 30 in the afternoon click on the 2 then the 30 and then the PM c Enteratime for the appointment to end by clicking the End Time radio button and then clicking on the time fields beside it and an end date as appropriate Select whether to link the appointment to the personal calendar personal and workspace calendars or neither by selecting a radio button Click the GO button Sample Solution What follows is a sample journey of an incoming user Request that is taken and worked on by an Agent user and finally closed and turned into a Solution This is only one of many possible routes depending upon how BMC FootPrints Service Core is configured 1 2 11 Jane a Customer logs into BMC FootPrints Service Core enters her User ID and submits a new Request Jill an Agent user logs into BMC FootPrints Service Core and chooses Requests from
176. d logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 132 BMC FootPrints Service Core User Guide 11 5 assignees user ID1 user ID2 user ID3 Subtract assignees using a minus sign as in assignees user ID Subtract multiple assignees by leaving a space between user IDs as in assignees user ID1 user ID2 user ID3 You can also add and subtract assignees in the same email as in the following example assignees user ID1 user ID2 user ID3 where the user IDs user ID and user 1D3 are added to the Issue as assignees and user ID2 is removed from the Issue as an assignee Add or subtract teams using the same syntax as for individuals unless there is a blank space in the team name If the team name contains a blank space or non alphanumeric characters enclose the team name or the string containing non alpha numeric characters in double quotation marks Please note
177. d or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 160 BMC FootPrints Service Core User Guide 11 5 1 Select Preferences on the BMC FootPrints Service Core homepage then select FootPrints Sync 2 way from the Mis cellaneous tab Select Configure BMC FootPrints Sync Settings The BMC FootPrints Sync page displays 2 Click the Download the BMC FootPrints Syncclient link on this page to access the client You can choose to open and run the client installation or download it and run it 3 Double click the BMC FootPrints Sync file FPSync exe that you just downloaded to start the BMC FootPrints Sync Install Shield Wizard The Welcome screen displays 4 Clickthe Next button to continue The Program Maintenance window displays 5 Click the Install button to install th
178. dars and instead synchronize only with the personal calendar o Public Appointments Tell BMC FootPrints Sync how to handle public appointments created in the PIM when writing them to BMC FootPrints Service Core o Personal Calendar Only Write public appointments from the PIM to the personal calendar only o Personal and Workspace Calendars Write public appointments from the PIM to the personal and workspace calendars e Tasks BMC FootPrints Sync can write Issues to your PIM s Tasks list Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software In
179. date and or time of the appointment are updated in the Calendar they are updated in the Issue e f any other details of the appointment are edited in the Calendar those edits are not changed in the Issue Creating Appointments Appointments can be created in the Calendar using one of the following methods e Click the Create Appointment button on the left side of the page when in Day View e Select an hour in Day View If the Workspace contains at least one Date Time field appointments can also be created from the Create Issue page described in Linking Appointments to Issues To create an appointment from either the Workspace or personal Calendar 1 Click the Create Appointment button or select an hour in the Day View A pop up window is displayed with the Create Appoint ment dialog 2 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 3 Start Time Select a time for the appointment to start If a time was selected from the Day View itis 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 0 55 in a second drop down If the 12 hour clock is used a third drop down is available to select AM or
180. dd on module from BMC Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 17 BMC FootPrints Service Core User Guide 11 5 Approvals By default Agents in BMC FootPrints Service Core 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 ov
181. dditional fields Quick Edit Limitation Dashboard totals do not refresh after a quick edit is submitted Only the individual row is updated For example if a quick edit changed a status from Open to Assigned the Workspace Totals dashboard component would still count the issue as an Open issue Edit Test Issue You can edit one or more fields on the Edit page NOTE The names of many of the fields in BMC FootPrints Service Core 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 BMC FootPrints Service Core records as Issues and uses the default terms for the other field names 1 Title If you need to edit the title replace the old text with new text 2 Priority To change the priority choose the new priority from the drop down box 3 Status To change the status choose the new status from the drop down box 4 Contact Information To choose a contact from the set of contacts in the Address Book click Select Contact To update the information for the current contact change the data and check the Update Contact checkbox this updates the information in the current Issue and in the Address Book this feature is not available if the LDAP feature is enabled To create a new con tact check the Create Contact checkbox and enter the data This feature is also not available if the LDAP fea
182. decimal hours not hours and minutes For example an average of 1 25 means 1 hour and 15 minutes In addition if time tracking comments are enabled in this Workspace they are automatically included in the Time Tracking report Sample Time Tracking Report This report returns year to date Time Tracking data for the year of 2012 for a specific company Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 95 BMC FootPrints Service Core User Guide 11 5 1 Entertitle Widget Support Team Time Spent in 2012
183. demark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 78 BMC FootPrints Service Core User Guide 11 5 e HTML Display report as HTML in a browser window e Graphical Create chart images JPEG files that can be printed or saved to disk and imported into another pro gram e Export Create a text file which can be read by spreadsheets and other programs The following Issue Statistic reports are available e Open Issues by Priority Number of Issues with Open status by priority with the average time the Issues have been open e Closed Issues by Priority Number of Issues with Closed status by priority with the average time the Issues took to close e Active Issues by Priority Number of active Issues includes Open Requests and any custom statuses by priority with the average time the Issues have been open e Active Issues by Status Number of active Issues includes Open Requests and any custom statuses by status and the average time the Issues have been open e All Issues by Status Number of all Issues by status and the average time the Issue has existed since it was opened This includes time that an Issue m
184. demarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 152 BMC FootPrints Service Core User Guide 11 5 e Specify a sequence using the administration functions e Agents with appropriate role permissions can set a sequence for subtasks on the fly as they work in a master Issue This section describes how to set sequencing from the administration page Referto Using Master Quick Issue Tem plates for a description of how to set a subtask sequence from within the master Issue NOTE In order to specify a subtask sequence you must first create a master Issue and at least two subtasks to that master Issue To specify subtask sequencing 1 Select Administration Workspace and then select Quick Issue Templates from the Automated Workflow section of the main frame The Quick Issue Template page is displayed 2 Inthe Master Templates section of the Quick Issue Template page highlight the master Issue click the Sequence Remove Sequence ordering for Subtas
185. description click the Append radio button To ignore the data choose Discard Click GO The move is completed NOTE CCs that have been set up for email notification are lost when an Issue is copied or move across workspaces Copy Restrictions BMC FootPrints Service Core supports advanced Issue types These Issue types have special properties and rules asso ciated with them and therefore have special restrictions e Forrestrictions relating to Global Issues refer to Restrictions of Global Issues e Forrestrictions relating to Master Issues Subtasks refer to Restrictions of Master Issues and Subtasks Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other count
186. ding reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 119 BMC FootPrints Service Core User Guide 11 5 Deleting an Appointment To delete an appointment click the Delete button on the Day View or Detail View for that appointment A dialog is dis played confirming that you want to delete the appointment click OK to delete the appointment or Cancel to cancel the deletion NOTE Depending on your permissions Agents may not be able to edit or delete appointments on the Workspace Calendar Agents can always edit and delete appointments on their personal Calendars If you are viewing one of your appointments on the Workspace Calendar and you want to edit or delete it you must switch to your personal Calendar and edit delete it from there Syncing Appointments While the BMC FootPrints Service Core Calendar has many advantages it s web based integrated with BMC FootPrints Service Core Iss
187. e The following queries return data for the default Workspace for incoming email as defined by the System Administrator If different email accounts are defined for each Workspace a query sent to a particular Workspace s email account returns information based from that Workspace To return data for a different Workspace to which you are assigned where that Workspace does not have its own email account the line Workspace n can be placed in the body of the email where n is the Workspace number It can alter natively be included in the subject line of the email in the form Proj n The Workspace number can be retrieved with the list workspaces query All searches are case insensitive The following queries can be performed by placing the query in the subject of an email that is sent to the BMC FootPrints Service Core incoming email account e getMine Returns a list of your assignments e Getschema Returns the Workspace field schema of a Workspace This describes the Workspace fields spe cific to the Workspace e SearchFAQ keyword Returns solutions based on a keyword found in the Title or Description e g Search FAQ printer e getTicket number Displays the details of an existing Issue based on the Issue number you must be assigned to the Issue e g getTicket 235 e getData keyword Returns database Issues based on a keyword found in the Title or Description e g get Data Exchange This is for intemal users only
188. e Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 171 BMC FootPrints Service Core User Guide 11 5 e Forsuccessful votes Your re vote for approval for Issue s Process s Phase 96s was counted Your vote for approval for Issue Vos Process s Phase s was counted a Your re vote against approval for Issue s Process s Phase s was counted a Your vote against approval for Issue s Process s Phase s was counted e For unsuccessful votes a Your vote for Issue s Process s Phase s was no
189. e and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 145 BMC FootPrints Service Core User Guide 11 5 e Master Issue Subtask Master Issue Subtask When a Subtask is created for an Issue the originating Issue automatically becomes a Master Issue of that Subtask Sometimes an Issue needs to be separated into Sub tasks to be completed by different users Multiple Subtasks can be created for an Issue e Master Quick Issues Quick Issue templates can be defined to create Master Issues and related Subtasks auto matically for example to define the New Hire process In addition you can sequence the subtasks so that sub tasks cannot be performed until other subtasks are completed This provides another level of control over the subtask process e G
190. e created as closed a Average Time to Close Of the Issues that were received and closed by the Agent or the Agent s Team today the average elapsed time it took for them to close Average Time Spent Today Of the Issues received by the Agent or the Agent s Team today the average time spent on them by Agents using the Time Tracking feature Defining Graphical Flashboard Information Received vs Closed graphical information is displayed as bar charts To include the charts in the Flashboard select from one or more of the following by clicking the box in the Show column e Received vs Closed last 12 hours A bar chart of Issues received vs Issues closed over the last 12 hours broken down by hour e Received vs Closed last 24 hours A bar chart of Issues received vs Issues closed over the last 24 hours broken down by hour e Received vs Closed this week A bar chart of Issues received vs Issues closed over the last week broken down by day e Received vs Closed last week A bar chart of Issues received vs Issues closed during the previous week broken down by day e Received vs Closed this month by week A bar chart of Issues received vs Issues closed over the last week broken down by week e Received vs Closed last month by week A bar chart of Issues received vs Issues closed during the pre vious month broken down by week Active Issue information can be displayed as either bar or pie charts by selecting eit
191. e Agent can customize which lists are displayed in the drop down in the main window of the Homepage Built in queues e My Assignments The most recent active Issues assigned to you Shown by default e Team Assignments Active Issues for your Team only displayed if you belong to a Team e My Assignments and Requests Active Issues assigned to you and unassigned Requests from customers e 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 Manager approvers only e 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 Manager approvers only e 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 Manager approvers only e 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 Manager approvers only e My Assignments in All Workspaces Active Issues assigned to you in all Workspaces only displayed if you belong to multiple Workspaces e All Issues All Is
192. e Core and the issue status was changed by an agent to one of the Resolved statuses on the first agent edit after the creation of the issue If an issue was counted as a First Contact Resolution and then its status was changed to a status that is not one of the Resolved statuses it is no longer counted as a First Contact Resolution and cannot be counted as one again The options for report output are e HTML Display report as HTML in a browser window e Graphical Create chart images JPEG files that can be printed or saved to disk and imported into another pro gram e Export Create a text file which can be read by spreadsheets and other programs The following options are available e Report by Specify the time period by which to group Issues Options include Month Week and Day received e Time Period Define the date range for searching a Exact Specify exact dates to search on in the period specified Enter the date or dates to search on Click the calendar icon to display a searchable calendar o On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in o Before Issues that were created last edited before the date entered are returned leave second date blank o After Issue
193. e Eh tee tp te NES tii d Sale Se 8 OUICKTSSLOS e esce cbe ane diu ea S ARR DA bre itte E cM Bos Sia eaten J 8 Bo oM CORE HERREN 9 FROGQUCS 1S nM cede RETE PERRO A HERE PRENDS 9 Address Book c Lee EN E an euge AREE ET mu AU iaa cU N ite Ta 9 IG OMACTS ss ERU PRECES 10 Master Contact Record ood E S o ERI A E t I eese e n EENT 10 User Types and Roles cose eel AS Se ee ee ee Le ee ee 10 Agents and Customers 0 00020 cece cece cece cece cece cece cece cece cece cece cece ceeeeeeeeeeeeeeetetetteeeetenees 10 MUIDEIVIS OFS a e laa cee tense eth a lus Mad E haste re Ee E D ARA A uu URN MC Rr x f 11 PermisslOnS e ed eh idea eos tie cu nek Ging doa c ded Ae ntc E dde nue de date e tes ec ed dana ER Re edere 12 How Roles and Teams Work Together iisuuuuussuussssssssssssssssssssse es e e ese e esses sese essen 12 Customer Self service 2 22 2 oo oo eee ccc ccc cece eee c cece cece cece cceccceeececceccccceerececeecccccecececerceccccreeees 14 Fields teure Sar Mtis fo aptae RCH RE CRN dur M ULM UM RR Muere LO EA Ch ee ere Meee ner aS 14 Eield Types s co eae nae bends e doe o ee ue aden ae ES EENES Me E T an cce cette oe Ree 14 Builtsin Eieldsu scones tec a uee C Codec SL e OLLI AU CUR a nae ee CEA Le cen e 15 Mandatory and Optional Fields 0000000222 cee cece eee ccc cece ccc cece cece Re RR Reese esses sese sess sesso 15 Field Dependency 2 fe svcsr RP 15 Workspace Schema s corre dons Seas Satay dea IIR th Se eedendoh ee d
194. e 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 e Most Recent Solutions Displays the most recent solutions in the Knowledge Base You must designate how much of the solution Title field is displayed e My Assignments Lists the Issue number and Title of the user s active assigned Issues The list entries are linked to the Issue 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 e Pending Approvals if you are a Change Manager approver Lists Change Manager 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 e 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 e 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 e Requests Lists customer requests e Save
195. e Issue is entered into the default Workspace for incoming email or to the Workspace defined for that particular email account To submit an Issue to a different Workspace the following line must be included in the subject of the email PROJ n where nis the Workspace number You can obtain the Workspace number by submitting the listprojects email query NOTE When populating date and date time fields in email the field data should be provided according to the user s date format American European or ISO If the user has not set a format for himself or herself then the data should be provided in the format of the system default For date time fields enter the time in the form hh mm That is after the date is entered e g 03 04 2012 leave a space and then enter the time e g 03 04 2012 14 45 When submitting a time via email it is always submitted using a 24 hour clock Incoming email requests are checked for errors by BMC FootPrints Service Core Data that is incorrectly formatted is not lost itis added to the Description For example if the name of a Workspace field is misspelled that line is placed in the Description of the request BMC FootPrints Service Core also checks for invalid data For example if text is submitted for an integer type field BMC FootPrints Service Core does not create the request and replies to the user with an error mes sage email Updating Issues via Email In addition to creating new Issues existing Is
196. e Knowledge Base to which to add the Solution The Public Knowledge Base is viewable by cus tomers and Agents The Internal Knowledge Base is only viewable by Agents 4 Title The Title can be used for a summary or brief description of the Solution or a question e g How do L NOTE The Title field may have a different name e g Subject Short Description etc 5 Issue Information Use the fields in the Issue Information section to categorize the Solution by problem type product etc 6 Description Use the Description field to detail the step by step Solution You can use the formatting options bullets num bered lists font options etc to help display the Solution in the clearest possible manner NOTE The Description field may have a different name Notes Journal Details etc 7 Usethe Spellcheck option to review the spelling of your Solution Because Solutions are viewable by many users it is impor tant for the language to be as clear as possible 8 Attachments Attach one or more files to the Solution For example you might attach a patch an image file containing a screenshot or a PDF file containing a product brochure 9 Optionally CC one or more people They receive a one time email containing the Solution 10 Click GO If an approval is required the Solution goes into the Pending queue and the approvers are notified If no approval is required the Solution is published to the appropriate Knowledge B
197. e Report by Specify the time period by which to group issues e Time Period Define the date range for searching Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 79 BMC FootPrints Service Core User Guide 11 5 a Exact Specify exact dates to search on in the period specified Enter the date or dates to search on Click the calendar icon to display a searchable calendar o On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month th
198. e Schema is useful when you are attempting to import data to BMC FootPrints Service Core or export data from BMC FootPrints Service Core The Workspace Schema can be used to check that the tables of data match up InstaCalc Fields BMC FootPrints Service Core 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 fol low the standard order of operations 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 e The Knowledge Base e Frequently Asked Questions FAQ e Real time Resolution Tools Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All ot
199. e Subtasks and Master Issues have their own rules and links Global Issues and GlobalLinks cannot contain Subtasks e Global Issues and GlobalLinks cannot be copied and linked to other Issues or Workspaces While reg ular Issues can be copied and linked to within the current Workspace or to another Workspace Global Issues and GlobalLinks do not have this option Customers Subscribing to Global Issues Customers can view and subscribe to Global Issues themselves if they have appropriate permissions This saves the Help Desk time by allowing customers to identify their own problems and link to a central Global Issue rather than entering many Issues that address the same problem Allowing customers to do so provides them with faster service because they receive updates automatically when the originating Global Issue is updated and eventually resolved To view and subscribe to Global Issues 1 In the BMC FootPrints Service Core Toolbar select Global Issues A pop up window is displayed entitled Current Global Issues This contains a list of Global Issues currently affecting other users 2 Toview the full description of a Global Issue click the Title To subscribe to a Global Issue select Subscribe 4 Once a customer subscribes to a Global Issue it is listed with the customer s Requests The customer receives email updates as the Global Issue is updated and eventually resolved The customer can view the latest status at any time under View
200. e a text file which can be read by spreadsheets and other programs The reports available are e Average Time Spent in a Particular Status e Average Time to from Status A to Status B e Average Time Spent in Each Status For each Turn around Time report you can chose to report by e Agent e Team Note that this option appears only if teams have been defined for your Workspace e Time Period After you have selected one of the Turn around Time reports and specified which information to gather click GO Different options are available for these reports The options are explained below for each type of Tum around Time report Average Time Spent in a Particular Status e Status Select the status to report on e Use Work Schedule in Time Calculations Check this box if you want to include only time spent during reg ular work hours as defined in the Workspace Work Schedule e Include Issues Define the date range for searching a Created or Edited Specify exact dates to search on in the specified period Enter the date or dates to search on Click the calendar icon to display a searchable calendar o On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in o Before Issues that were created
201. e administrator Title Priority Status Description etc as well as the name of the records Issue Custom fields can also be created This manual always refers to BMC FootPrints Service Core records as Issues and uses the default terms for the other field names The Create Issue page will appear different depending on whether you have enabled expandable collapsible sections or tabs Refer to Issue Preferences for details on enabling expandable collapsible sections or tabs If you have enabled tabs the names labeling the tabs that contain mandatory fields are displayed in red The fields and sections tabs in the Create New Issue page can include e Auto Suggest lf enabled the Auto suggest Solutions feature gives Agents the opportunity to more quickly resolve Issues by displaying suggested Solutions that exist in the Knowledge Base which match the criteria you enter in the Issue Information and to browse the Knowledge Base from there as well Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of th
202. e client When installation is completed the Completed window displays 6 Clickthe Finish button to finish the installation Once installation is complete there should be two icons on your desktop one called BMC FootPrints Sync Setup and one called simply BMC FootPrints Sync In addition the BMC FootPrints Sync client displays If it does not double click either icon to display it See Configuring BMC FootPrints Sync Settings within BMC FootPrints Service Core for details on con figuring and using BMC FootPrints Sync desktop client Uninstall the BMC FootPrints Sync Desktop Client There are three ways you can uninstall the BMC FootPrints Sync Client e Run the FPSync exe file Once the Welcome window displays click the Next button Inthe Program Maintenance window click the Remove radio button then click the Next button The client is removed e On Windows use the Add Remove Software program a Select Start Control Panel Select the Add Remove Programs option This can vary depending on your version of Windows a Select FPSync in the list and click the uninstall button e Open the BMC FootPrints Sync client and select File then select the Uninstall option Configuring BMC FootPrints Sync Settings in BMC FootPrints Service Core These settings configure how BMC FootPrints Sync e Handles appointments made in BMC FootPrints Service Core or made in the PIM e Synchronizes BMC FootPrints Service Core Issues with PIM tasks and vi
203. e ds ech Le Senda eShecad debe ceaiSd Sodas 16 InstaG ale Fields 2222220 3350927 ki St oh See ha ee EE Se te Gee Soe a ees 16 I esolvingil sties7 7 o rv ee ease ALE Aig d ed aduersa aee rte edet eye niece create state fe 16 Knowledge Base sees RU adece cc beeen iz vire So eu lo eee se dente seta ee eee keer sd veeeeeee ees 17 Frequently Asked Questions 0 22 22 2c cece cece cece cece ccc ccc ccc cece eee I cece eee eee eee seeeeteeeseeeseceeeeeseees 18 Real time Issue Resolution Tools 2 2 22 22 22 cece eee cece cece cece cece cece cece eee cceeeeeceeeeeeceeeeeeeeeees 18 Asset Management 00 o oo occ c cece cece ccc cece cece cece eee e cece cece Ea A Ea eA eaaeo roaraa rearea nann 18 BMG FootPrints Asset Cores sone tee derek ute Shot ate but eet lula ia Age dun Ce e vi NS de dele eles 19 Integration with Microsoft System Center Configuration Manager SMS Inventory 22220 222e0eeee 19 Authentication and Different Authentication Methods 2 cece ccc ccccccccccccecececececeeceeeesesseees 19 Searching and Reporting 020022 e cece cece eee e cee eee cece cece ce eeeeeeteeeeeeeeeeeeeeeeereereseeeees 20 Searches 5o shalt c Sac ase vespa eed ta etter Ne A M PR use TU ce A Mou LM i ws Ae ade aE a acted 20 REDOR Sisane HE 20 Types of Reports 0 00000 e cece cece eee cece eee oA A AALA Aa ea aana a aonane anaana 21 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012
204. e icon To view a different day Use the Next and Previous arrows at the top of the screen to advance or go back one day at a time and or o Select a day from the current month on the left side of the screen Use the small arrows to change months o Use the Go to Date option to enter a specific date That is enter a date in the fields at the bottom left of the main Calendar frame and then click the GO button Refresh Refresh the current view a Print Print the current view a Close Close the Calendar Help Open context sensitive help e Left Frame Current Month A small representation of the current month is displayed on the left side of the screen Navi gation options include Oo Select a day to show the Day View for that day Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in
205. e marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 122 BMC FootPrints Service Core User Guide 11 5 4 Click Save to create the appointment The appointment and the Issue are created and the Create Appointment page for that date is displayed Both the Issue and an Appointment are created and linked Viewing Linked Appointments A reference to the link can be found on both the Appointment and the linked Issue To view the link e Onthe Detail View of an appointment in the Calendar a link called Linked to Issue n using the Due Date field where nis the Issue number and Due Date is the name of the Date Time field is displayed e Onthe Detail View of the Issue the reference Linked to Calendar is displayed along with the Linked to Calendar icon Click the link to view the details of the appointment in a pop up window Editing Linked Appoint
206. e number If you do so then either of the equivalent subtasks can be closed ahead of the other but any subtasks that have been set to higher numbers must still wait until the subtasks with equivalent numbers have been closed For example you could have the first two subtasks set to 1 which means either can be closed first but both must be closed before the subtask set to 2 can be edited or closed 5 When you have specified the order for all of the subtasks click the Update Subtask Sequencing button The sequence is saved and will be enforced by BMC FootPrints Service Core The Quick Issue Template page is displayed Remove Subtask Sequence To remove the sequencing of subtasks from a Master Issue Details page 1 Select the Master Issue Details page 2 Select the section or tab for Related Issues 3 Make sure the Check this box to allow sequencing of Subtasks checkbox is not checked and then click the Remove Sub task Sequencing button The sequence is removed and the page is redisplayed Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trade
207. e or disapprove e Comment Any comments made by the voter that were a part of the vote Using Service Catalog Customers can use the Service Catalog to place service requests or simply view the services that are available for future reference To view the Service Catalog select Service Catalog from the BMC FootPrints Service Core Toolbar The Serv ice Catalog is displayed The Service Catalog displays service categories and a Hot List The service categories are a hierarchy that allows the serv ices to be organized The Hot List is a quick means of navigating to specific services Service Categories Service categories are determined by the administrator and may contain subcategories to any number of levels To view services you have to click the appropriate service category and perhaps continue clicking on subcategories until you get to the one you want For example you may want to find a service in the IT Services department dealing with a business application To select the category you would click on IT Services and then Business Application Services There you Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered
208. e reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 44 BMC FootPrints Service Core User Guide 11 5 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 Turm 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 sec
209. e report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in o Before Issues that were created last edited before the specified date are returned leave second date blank o After Issues that were created edited after the specified date are returned leave second date blank o Between Returns Issues created last edited between the dates specified use both date fields Relative Searches by relative date allowing you to create a search or report that for example returns Issues for the last month Select a number from the first drop down 1 31 and select the period from the sec ond drop down Day Week Month or Year Range Select this to search by a particular time period e g yesterday last Sunday etc Additional Received vs Closed reports can be generated which bypass the reporting step that requires you to fill in the options defined above Those reports are e Received vs Closed Today by Hour e Received vs Closed Yesterday by Hour e Received vs Closed This Week by Day e Received vs Closed Last Week by Day e Received vs Closed This Month by Week e Received vs Closed Last Month by Week e Received vs Closed This Year by Month e Received vs Closed Last Year by Month Service Level Reporting Management reports can be generated to gauge how well service levels are being met NOTE Service L
210. e reports are e Time Spent in a Particular Status The amount of time that the solution spent in a particular status For exam ple the status might be Pending i e waiting for approval to be entered into the Knowledge Base e Time to Go from Status A to Status B The amount of time a solution spent going from one status to another For example if your organization had several intermediate steps in the approval process but you wanted to know how long it took for solutions to be placed in the Knowledge Base after they were submitted to that process this would tell you Status A for example might be Submitted for KB and Status B might be Closed but statuses Pending Approval and Verified by Test might be intermediate steps between Submitted for KB and Closed e Time Spent in Each Status Time Spent in a Particular Status returns the amount of time that solutions spent in a specified status Time Spent in Each Status returns the amount of time that solutions spent in each of the sta tuses so that all statuses are returned with data Running a Lifecyle Report To run a Lifecycle Report 1 Select Reports Knowledge Base from the BMC FootPrints Service Core Toolbar 2 Select Lifecycle from the drop down field then click GO 3 Select the type of output for the report e HTML The results will be displayed in a browser window after they have been generated e Export Results will be displayed in a file that can be saved If
211. e unless the Agent has been designated as an approver for that phase of the approval process Votes by approvers are cast either within the BMC Foot Prints Service Core interface or via email Voting from the BMC FootPrints Service Core Interface If the Agent has been designated as an approver extra fields are displayed on the Details page so that the approver can cast his or her vote Approval votes are cast on the Details page The fields for voting are as follows e Change vote This box is checked by default Check the box to leave your vote unchanged The buttons for vot ing are displayed when you uncheck the box e Approve Disapprove Defer Click the Approve or Disapprove button to vote to approve or disapprove the Issue Click the Defer button to acknowledge that you have seen the ballot and leave a comment without Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Paten
212. e which match the criteria you enter in the Issue Information on the Issue page and to browse the Knowledge Base from there as well This will give you the opportunity to more quickly resolve the Issue See Auto Suggest Solutions below NOTE The names of many of the fields in BMC FootPrints Service Core 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 These fields may also be in a different order from the order described here and may contain different choices depending on how the Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trade
213. e you have determined which service you want To submit a request 1 Select Service Catalog from the BMC FootPrints Service Core Toolbar The Service Catalog page is displayed 2 Either Drill down through the service categories until you find the list of services or Find the service you want to request in the Hot List 3 Click on the service you want to request The Details page of the request is displayed 4 Click the SAVE button The service request is submitted Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Conf
214. eam list and display individual team member names a Time Tracked Restrict report to a certain date range If this is left blank all time tracking data for the current Workspace is included 3 Onthe Save Run tab enter a name for the report to save it Each time a saved report template is run it returns the latest matching data Click GO to run the report NOTE Saving the report here only saves the report formatting options and criteria chosen in this form not the results of the report This feature can be used to run the same report in the future For example you could set the report to be run once a week Each time the report is run it returns the latest data from the current Workspace Saving report output is covered in Saving and Printing Report Data NOTE ON PERMISSIONS Reports can be restricted based on a user s Role Time Tracking 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 The BMC FootPrints Service Core Time Tracking report returns totals and averages of all time tracking data included in the report and individual time tracking information for each Issue on which it reports In addition to returning specific data for billing purposes the Time Tracking report can return averages and totals for a specific internal user customer status or priority type etc NOTE Average times on Time Tracking reports are in
215. earch Knowledge Base above If BMC FootPrints Service Core detects that you have left a mandatory field blank or entered something incorrectly e g entered text in a number field a message is displayed instructing you to go back and fix the Issue Once you have successfully submitted the Issue BMC FootPrints Service Core assigns it an Issue number and displays your BMC FootPrints Service Core Homepage From there you can select the new Issue to view the Details click Edit to edit the Issue or perform any other BMC FootPrints Service Core task Setting Appointments from a Date Time Field Users can set an appointment from a date time field when creating or editing an Issue To do so Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks an
216. eck the box for Display Final Decision information for each Issue to display whether or not the proposed changes were approved or denied Check the box for Display Voting History for each Issue to display the record of voting on each issue e Filter Voting History As Follows If the Voting History checkbox is checked select the voting history to be displayed from the drop down field Options are All Processes Phases Current Process All Phases Current Process Current Phase AllVotes Current Process Current Phase Recent Vote Assignees lf 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All ot
217. eck the box to Update the Subtasks 2 Click GO A dialog box listing all of the related Subtasks that are still active is displayed 3 Click OK to continue or Cancel to cancel the closure 4 The Master Issue and the remaining active Subtasks are all closed and updated Updating Subtasks from Master Issue BMC FootPrints Service Core provides a checkbox at the bottom of the Master Issue edit page to enable you to update all subtask fields from the Master Issue page Check the Check here to update the edited fields of this Master Issue exclud ing assignees checkbox and the related fields of all subtasks will be updated with the same information as the Master Issue Configuring Subtask Sequencing Where there is more than one subtask for a master Issue BMC FootPrints Service Core allows configuration of a sequence for subtasks so that some subtasks cannot be closed or edited unless the Agent has appropriate permissions until others have been closed There are two ways to configure a sequence Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other tra
218. ed on our choice of first or last name e Report Displays a brief reporting page in the main frame e 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 e Help Access online help for BMC FootPrints Service Core e 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 e To view a contact click the contact s last name link The Detail View page is displayed showing the contact s complete contact record e 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 e For administrators only to delete one or more contacts quickly use the Quick Action Checkbox Dialog Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the
219. ed or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 163 BMC FootPrints Service Core User Guide 11 5 o BMC FootPrints Service Core Field to PIM Field Using the drop down boxes select the PIM fields that correspond to the BMC FootPrints Service Core fields Configuring BMC FootPrints Sync Settings in the Client The first step after installation is to define the settings in the BMC FootPrints Sync client The following sections of this document explain the buttons on the BMC FootPrints Sync interface and then the items in the menu bar at the top of the interface To configure settings in the BMC FootPrints Sync client 1 Double click the BMC FootPrints Sync Setup shortcut on your desktop 2 Clickthe Settings button A page displays where you can enter your BMC Foo
220. ed or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 83 BMC FootPrints Service Core User Guide 11 5 a 7 Day Cycle Time Break down Issues resolved in less than 1 day 1 7 days 8 14 days etc a Hourly Daily Break down Issues resolved by hour a Hourly Daily Work Schedule If a Workspace Work Schedule is defined break down Issues resolved by hour within working hours Turn around Time Turn around Time reports allow you to measure how long Issues have remained in a particular status or how long it takes to get from one status to another The options for report output are e HTML Display report as HTML in a browser window e Graphical Create chart images JPEG files that can be printed or saved to disk and imported into another pro gram e Export Creat
221. ed searches These options work the same as with Issue searches In the same way you complete search criteria to create a new search The following options are available in the Address Book Advanced Search form 1 Contact Information The fields in this section differ depending on the fields in the current Address Book Search on as many fields as desired Search methods vary with the field data types e Character field Displays a text box Enter the word or phrase for which to search e Number field Displays a text box Enter the number or part of a number for which to search e Drop down and Multi select field Displays a multi select dialog box Highlight one or more values for which to search To search for Issues that contain no data for the field select No data If you do not want to restrict the search based on choices in a field do not highlight any values e Date fields Search on a date or date range Date Field Search Options NOTE Date time fields can only be searched by date not time e Other field types Email URL and FTP fields display a text box Enter the word or phrase for which to search including partial addresses 2 Order search results by Select a field to use in ordering the output All output is displayed in alphanumeric order numbers first then alphabet characters For example if you select Last Name the output is displayed in alphabetical order according to the Last Name field 3 And Or
222. ed to send instructions for downloading and installing the Remote Manager Host application to customers There are two parts to Remote Manager e Host The Host resides on the customer s machine i e the machine to be controlled e Guest The Guest is used to connect to the customer s machine and display the desktop for that user The Host and Guest can reside on different machines and even on different networks as long as they can communicate via TCP IP dial up is not supported The Host and Guest machines can also be on different platforms Installing the Guest on the Agent Machine Agents obtain the Guest software by selecting Communication Remote Control from the BMC FootPrints Service Core Toolbar and then clicking the To download Remote Manager Guest click here link The Guest can be installed over the web or downloaded and installed from there Agents perform this installation the first time they require remote control After that the installation need not be repeated Installing the Host on the Customer Machine When the agent selects the More Remote Manager link from the BMC FootPrints Service Core Toolbar the Remote Man ager page is displayed in the main frame The customer must install the Remote Manager Host on his or her machine in order for the agent to use the Remote Man ager Guest to control the customer machine In order to do this 1 Enter the customer s email address in the field provided Optionally enter
223. ee Mobile Options Prerequisite Your user role e g Agent needs permissions set up by the System or Workspace Administrator before you can broadcast Issues to social media See Broadcasting Issues to Social Media Overview 1 Select the Assignees and Notifications tab section on the Create Issue or Edit Issue page 2 Selectthe Social Media Broadcast checkbox in the Send Email to section 3 Clickthe Save button The Issue will be broadcast the next time the BMC FootPrints Service Core scheduler runs approximately every three min utes Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property o
224. ees e Priority Change the Priority fields in the Subtasks to match the Master Issue Priority e Status Changes the Status fields in the Subtasks to match the Master Issue Status e Title Changes the Title fields in the Subtasks to match the Master Issue Title e Changed Fields Changes all other fields in the Subtasks not listed individually above to match the Master Issue fields This applies to editing existing Master Issues only e Issue Info Populates the Subtasks Issue information fields with all the Master Issue s Issue information This applies to a newly completed Master Issue only e New Attachments Any files that were attached to the Master Issue during this edit are attached to the Sub tasks as well This applies to editing existing Master Issues only e Attachments Any files that were attached to the Master Issue are attached to the Subtasks as well This applies to a newly completed Master Issue only Click the GO button All of the Subtasks are updated as specified Deleting Master Issues Master Issues can be deleted by anyone who has Delete rights to that Master Issue NOTE Deleting a Master Issue also deletes the related Subtasks To delete the Master Issue 1 2 Select Delete from the menu on the Details page of the Master Issue A dialog box is displayed that prompts you to confirm the deletion Related Subtasks are listed in the dialog Click OK to con tinue or Cancel to cancel the deleti
225. egistered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 62 BMC FootPrints Service Core User Guide 11 5 Search results can be further refined by using Filtering Refer to Below the Toolbar for details on Filtering Quick Search The Quick Search is located at the top of a BMC FootPrints Service Core page It is available from any BMC FootPrints Service Core screen in the Address Book the Quick Search searches the Address Book only By default the Quick Search searches for an issue by number Enter a number and click the search button to initiate the search 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 Issue Number can be searched regardless of the choice selected in the Quick Search drop down Keyword Search Fields The keyword search queries the Title Description Workspace Issue and Address Book fields Built in Queues The Display drop down field on the Homepage contains a number of built in queues When selected the Homepage list is updated with the results To refresh the current list click Refresh NOTE Under Preferences on the BMC FootPrints Service Core Toolbar th
226. egistered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 20 BMC FootPrints Service Core User Guide 11 5 those criteria and request a Report BMC FootPrints Service Core 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 BMC FootPrints Service Core e Single Issue Report Create a report on a single Issue e Quick Report Create a report on a set of Issues displayed on the Homepage e Custom Reports Create custom reports with custom criteria and formatting options including graphics and multi level metrics e Saved Reports Access saved custom report templates e Shared Reports Access report templates that are shared by different users e Workspace Flashboard Display an up to the minute customizable graphical representation of Service Desk and Workspace activity e Personal Flashboard Display an up to the minute
227. egration with Microsoft System Center Configuration Man ager SMS refer to Microsoft System Center Configuration Manager SMS Authentication and Different Authentication Methods Authentication is the process of identifying an individual usually based on a username and password In security systems authentication is distinct from authorization which is the process of giving individuals access to system objects based on their identity Authentication merely ensures that the individual is who he or she claims to be but says nothing about the access rights of the individual BMC FootPrints Service Core supports several modes of user password authentication Administrators have the option of using BMC FootPrints Service Core internal encryption techniques in which BMC FootPrints Service Core maintains its own database of users and passwords BMC FootPrints Service Core can let the web server perform the authentication or BMC FootPrints Service Core 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 BMC FootPrints Service Core supports the following methods of password verification e BMC FootPrints Service Core authentication default e LDAP authentication e Windows 2003 2008 authentication Windows 2003 2008 only Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are t
228. eir respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 50 BMC FootPrints Service Core User Guide 11 5 Title The title or subject of the Issue Priority The importance or impact of the Issue customizable Status The stage or workflow step of the Issue customizable Contact Information Contact information for the customer who reported the Issue The fields displayed here are different depending on how the administrator has set up BMC FootPrints Service Core Issue Information Additional information about the Issue The fields displayed here are different depending on how your administrator has set up BMC FootPrints Service Core Description Full description of the Issue it can include a virtually unlimited amount of text The Description acts as a journal and can be appended to many times Each time it is appended the new material receives a time date and user stamp automatically The Description field can also contain a drop down list of quick descriptions Quick descriptions are pre defined t
229. elect fields which will be used to break down the Issues in the list further according to the selected fields 6 Click GO The report output is displayed in a separate window The report includes the following statistics for each service level e Achieved The number of Issues and the percentage of the total that met the service level resolution time e Breached The number of Issues and the percentage of the total that did not meet the service level resolution time Breached is broken down into two additional categories a Resolved The number of Issues and the percentage of the total that were eventually resolved Unresolved The number of Issues and the percentage of the total that were never resolved e Neither The number of Issues and the percentage of the total that have neither achieved nor breached their serv ice targets as they have not yet reached their due date time e Total The total number of Issues for that service level in the time period specified Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered
230. emplate a feature of the Workspace wizard for building Change Manager workspaces The included Change Manager template is a workflow recommendation from BMC and can be cus tomized as easily as any BMC FootPrints Service CoreWorkspace to reflect the specific needs of the organization BMC FootPrints Change Manager provides features that include the following e Customizable criteria for automatically setting off an approval process including all built in and custom fields e Customizable rules for meeting an approval i e requiring one a majority or all to approve e Customizable actions upon approval or disapproval including the start of another approval phase change of status re assignment etc e Customizable email notifications for various stages of approval e BMC FootPrints Change Manager Audit Trail e Customizable Permissions for access to approval information Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software
231. enables you to enter a name for the tab on which you clicked the link the link appears on all Executive Dashboard tabs and to add reports to the tab When the Change Dashboard link is selected it changes to a Show Dashboard link When Show Dashboard is clicked the Executive Dashboard reports view is displayed and the link is relabeled again as Change Dashboard Add Dashboard Tabs Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 91 BMC FootPrints Service Core User Guide 11 5 Dashboard tabs allow you to put
232. ending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 184 BMC FootPrints Service Core User Guide 11 5 report reporting reports Address Book request role search Social Media solution subtask Super approver team ticket time tracking toolbar Advanced Search selection Twitter UNIX authentication user ID Agent login Using Change Management Voting by Email Voting from the FootPrints Interface What s New Windows NT 2000 Authentication 70 72 76 86 94 70 71 73 76 86 94 70 72 76 86 94 107 109 7 9 60 61 12 62 64 68 107 167 137 139 141 144 7 148 150 152 172 12 7 50 54 55 57 58 94 38 47 64 167 170 20 48 170 171 170 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numa
233. ent 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 Manager approvers only e My Vote Required Displays Change Manager Issues on which the Agent s vote is required e My Vote Required and Assignments Displays Change Manager Issues on which the Agent s vote is required as well as Issues to which the Agent is assigned e All Issues All Issues in the Workspace database only available if you have rights to see all Issues in the Work space e Global Issues All active Global Issues for the Workspace e Deleted Issues Deleted Issues Administrators only e Requests Requests submitted by Customers see below e Saved Searches Displays the Issues for Personal and Shared custom searches e 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 avail able 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 BMC FootPrints Service Core Toolbar or choose My Assignments as your view Both of these have the same effect They retum you to your original Home page If the current list has many Issues Next and Previous buttons appear in the top ri
234. ents One limitation of BMC FootPrints Sync is that if you have a calendar appointment with several people invited and some one syncs with the appointment then deletes the appointment from his or her PIM and then resyncs the appointment is deleted in BMC FootPrints Service Core even though it may still be relevant to the other invitees To prevent this from hap pening if someone does not want to be part of a group appointment they should delete themselves as an invitee in the BMC FootPrints Service Core calendar appointment and then resync the appointment will be deleted from their PIM and the BMC FootPrints Service Core appointment will remain Synchronizing On demand To synchronize the PIM and BMC FootPrints Service Core on demand i e immediately either double click the BMC FootPrints Sync Setup icon and then click the Synchronize button or double click the BMC FootPrints Sync icon Limitations BMC FootPrints Sync and Lotus Notes Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property o
235. er The column is filtered according to the criteria you specified and only the Issues matching the criteria are displayed NOTE The homepage cannot be filtered by the title field The Filter Icon After a filter has been applied a filter icon is displayed in the bar above the Issue list Hover the mouse over the icon to dis play a description of applied filters or to select the Clear Filter option Clearing Filters To clear a filter either e Hover the mouse over the Filter icon and then click the Clear Filter option this clears all filters at once or e Clear or unselect the filter criteria for each filter individually from each filter menu This is useful for clearing the values from only some filtered columns Persistence Filtering is not persistent If the browser window is refreshed another search is run or a different page is displayed the fil tering is removed if the original page is displayed again Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Foo
236. er Guide 11 5 3 4 Click GO A second browser window opens with the results of the search from the selected Knowledge Base If you are searching the Knowledge Base from an Issue page you can copy and paste information from the external Knowl edge Base into the Issue Description field if a matching Solution is found Knowledge Base Advanced Search If the Keyword search is not sufficient the Advanced Search feature can be used to create searches with a combination of criteria Click the Switch to Advanced Search link to use the Advanced Search The options include 1 Select Advanced Search of Public KB to search Public Solutions or Advanced Search of Internal KB to search Internal Solutions 2 Title Enter a word or phrase to search for in the Title field This field may be named something else such as Subject 3 Description Enter a word or phrase to search for in the Description field This field may be named something else such as Notes 4 Keyword Enter a word or phrase for which to search The Title Description and Issue Information Workspace fields are searched 5 Issue Information The fields in this section are different depending on the Workspace fields in the current Workspace Fill in criteria or select one or more values for a drop down or multi select field for one or more fields to return Solutions that contain that data For example to return Issues where the platform is Windows XP select Win XP for Platform
237. er Quick Issue templates For more information on Master Issues and Sub tasks refer to Subtasks For more information on creating managing and using single Quick Issue templates refer to Quick Issues Creating Master Quick Issue Templates Master Quick Issue templates are created by the Workspace Administrator To create a template select Administration Workspace from the BMC FootPrints Service Core Toolbar then select Quick Issue under the Automated Tasks section of the Workspace Administration page The second section on this page is entitled Manage Master Quick Issue Templates From here you can create edit and delete Master Quick Issue and Subtask Templates Creating a Master Quick Issue template involves multiple steps First you create a Master Issue template This is the tem plate that is available on the BMC FootPrints Service Core Toolbar that Agents use to create a new Master Quick Issue You also design one or more Subtask templates associated with the Master Issue When an Agent creates an Issue with a Master Quick Issue template the subtasks are created automatically by the system The Master Quick Issue templates section contains two dialog boxes e Master Templates This contains all Master templates Controls to the right of the box allow you to create edit and delete Master templates e Subtask Templates Displays the Subtask templates associated with the Master template selected in the pre ceding dialog Controls
238. er countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 96 BMC FootPrints Service Core User Guide 11 5 Any or all fields from the Issues Voting history including individual votes and final decisions for the Issue The Change Manager criteria i e the criteria used to place an Issue into the Change Manager process Links to the Issues Other data that you choose when configuring the report The information returned by these reports can help you determine how well your Change Manager process is performing whether approvers are voting on Issues in a timely manner which approvers are not responding in a timely manner or at all and so on Obviously to generate meaningful Change Manager reports you must have the BMC FootPrints Change Manager add on module installed and Change Manager processes and phases configured Users should be aware that they cannot necessarily see Change Manager Issues that they have approved or that are await ing their approval unless they are also assigned to the Issue This is because what is seen in a Change Manager report is governed by one set of role permissions but permission to run the reports may be governed by a different role permission Creating a Change Man
239. er 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 BMC FootPrints Service Core Frequently Asked Questions FAQs are categories that are available to Agents and Cus tomers who have appropriate permissions when searching the Knowledge Base These categories are created and main tained 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 BMC FootPrints Service Core idea of a FAQ page is not like other FAQ pages with their question and answer format Instead a BMC FootPrints Service Core FAQ is more of a pre defined search category within the Knowledge Base that dis plays 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 BMC FootPrints Service Core FAQ can also
240. erence Guide PDF This audit trail provides a listing of all actions that were taken on a Change Manager Issue and when they were taken Only users who have permission based on role membership can view all of the available history information The Audit Trail page cannot be edited To view the Change Manager audit trail 1 Select the Details page of a Change Manager Issue 2 Gotothe History section of the page The Audit Trail page for that Issue is displayed Using the Audit Trail Page Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC So
241. ers Numara Software Inc and BMC Software Inc Confidential 98 BMC FootPrints Service Core User Guide 11 5 a Status Returns only Issues of the specified status es By default Open and any custom statuses are high lighted in the status dialog To select multiple statuses hold down the CTRL key Issue Information The fields in this section differ depending on the fields in the current Workspace Search on as many fields as desired Search methods vary with the field data types o Character field Displays a text box Enter the word or phrase to search on or multiple words using Boolean Oper ators o Number field Displays a text box Enter the number or part of a number for which to search o Drop down and Multi select field Displays a multi select dialog box Highlight one or more values to search on To search for Issues that contain no data for the field select No data If you do not want to restrict the search based on choices in a field do not highlight any values o Date fields Search on a date or date range For more information refer to Date Field Search Options NOTE Date time fields can only be searched by date not time o Other field types Email URL and FTP fields display a text box Enter the word or phrase to search on including partial addresses 6 Contact Criteria Search by users contact information The fields in this section differ depending on the fields in current Address Book Se
242. ervice marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 23 BMC FootPrints Service Core User Guide 11 5 for configuring those tasks and business rules to occur automatically Escalation BMC FootPrints Service Core escalation enables you to automate business processes throughout the system with no pro gramming 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 BMC FootPrints Service Core escalation feature are e Time based escalation Escalate overdue Issues to another user or priority e Service Level Agreements Alert Agents to the fact that a service level agreement threshold is being reached e Reminders Send follow up reminders to Agents e Automatic Assignment Create auto assignment rules based on a combination of multiple criteria e Custom Email Notifications Create custom email notifications to be sent to Agents and Customers at any stage in the workflow e External Programs Launch a batch job in another system or
243. ery 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 a 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 e No end date When this is checked the appointment recurs without end e End by Specify the date on which the appointment ceases to recur 9 Click SAVE to create the appointment The appointment is added to the Calendar and email notifications are sent to users if selected The appointment is displayed in the Day Week and Month view of the Calendar NOTE If you want the appointment to appear on the Availability Matrix it must have a Start Time and End Time If you select None the appointment does not appear on the Availability Matrix To schedule a full day appointment select Start and End Times of your work day e g 9 AM for the Start Time and 5 PM for the End Time Editing Appointments Appointments can be edited in the Calendar using one of the f
244. es The Issues topics of this manual cover the basics of creating and working with BMC FootPrints Service Core Issues In addition to regular Issues BMC FootPrints Service Core supports other Issue types for improved workflow These include Quick Issue templates Master Issues and Subtasks and Global Issues NOTE During installation and per Workspace the administrator can change the default term Issue to another name such as Entry Call or Ticket For clarity this manual always refers to BMC FootPrints Service Core records as Issues The Advanced Issue Types section covers the different types of Advanced Issue options in the following topics e Quick Issues Quick Issues are templates that contain pre filled information for standard types of customer prob lems and Requests Password Reset would start out pre filled with a description of the problem the problem cat egories 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 For details see Quick Issues in the Administration section of the user documentation Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Offic
245. es Issues assigned to individual Agents within the team e Agent Break down active Issues by Agents only NOTE Issues assigned to multiple Agents are included in the totals for each Agent This means that the total number of Issues as reported here may exceed the total number of Issues you see elsewhere The reason for this is that a single Issue with mul tiple assignees is counted for each of the assignees if you have three Agents assigned to an Issue it is counted three times Issue Statistics Report Issue Statistics reports provide quick information on specific groups of Issues Exact and relative time e g before or after date X periods are available To include all Issues select After and a date before the first Issue was created or use Before and select tomorrow s date The options for report output are Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Tra
246. es the object as well as its location in a tree Every object in Active Directory has a distinguished name 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 data bases include Microsoft Exchange 5 x 2000 Netscape iPlanet Lotus Notes and Novell Directory Services Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registe
247. escription phase name phase description approval disapproval requirements a list of approvers next phase in the process a list of approval disapproval votes including who voted date of the vote and voter comments a list of votes cast with voters comments e Comments on Vote optional You can enter any comments you wish in this field Some comments you might include are the rational for your vote or for example if you vote to disapprove you might include what you would require to vote to approve the Issue if it came back to you again e Voting by Email If approvers receive email notification when voting begins and or recurring email reminders that a vote is pending approvers may depending on how the notifications are configured be able to cast his or her vote by replying to the noti fication If you can vote by email the email contains a line of text similar to the following Approve Disapprove To vote by email select Reply in your mail program enter an X between the appropriate square brackets in the reply then send the reply Do not alter the security ID in any way That data is required for a successful vote If the email is configured to allow it you can also enter comments in your reply along with your vote by simply typing your comments on the line indicated One of a set of responses is returned to email votes for both successful and unsuccessful votes as follows Copyright 1999 2009 BMC Softwar
248. eset Service Request etc For example a Quick Issue template for Password Reset would include 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 unlim ited number of templates which are available to all Agents and customers from the BMC FootPrints Service Core Toolbar Customers cannot access Master Issues The Quick Issue Templates page is also where you create and edit Master Issues and Subtasks Quick Issues are considered advanced BMC FootPrints Service Core 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 BMC FootPrints Service Core for the sys tem 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pe
249. ess link collapses the Description o Title Column Format Include Expanded Description in Title and o QuickLinks Display Only Include Quick Links with Expanded Description Then an expanded version of the Description is included in the Title column and Quick Links are displayed Clicking the less link collapses the Description and the Quick Links are not displayed a If Title Column Format Do not Include Description in Title Thenthe only Quick Links Display option is Always Include Quick Links With this combination of options Quick Links are displayed in the Title column but the Description is not Neither the more northe less links are displayed with this configuration 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 Manager feature The My Vote Required listing cannot be removed from the list Dashboard The Dashboard components contain lists of specific information By default Workspace Totals and Global Issues are dis played 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 Is
250. ether they are employees remote users or customers The contact data can be kept in BMC FootPrints Service Core or can be dynam ically 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 BMC FootPrints Service Core 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 BMC FootPrints Service Core supports Secure LDAP LDAPS For additional information on LDAPS support contact 800 537 1813 Address Book data can also be imported from an outside source such as a SQL database Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their res
251. evel Reporting is affected by the pending statuses specified when creating the service level Events that occur and time spent in a pending status is excluded from service level reports For details on specifying pending statuses refer to Creating the Service Level Field To display the list of pending statuses select Administration Workspace from the BMC FootPrints Service Core Toolbar and then select Service Level Management from the Automated Workflow section of the main frame Next click the Edit button of the Pending Statuses List in the main frame of the Service Level Man agement Administration page The Pending Statuses page is displayed All of the statuses defined as pending are dis played in the Selected Statuses field Torun a Service Level report 1 Select Reports Metrics from the BMC FootPrints Service Core Toolbar and choose the Service Level Agreements metric report in Step 1 then click GO If this option is not available you may not have permission to run this report type or service levels are not enabled in this workspace Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in
252. ew role and allow the new role to add Solutions to the Knowledge Base Field 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 permissions restrict which fields are accessible to users Field 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 but not all users need to see all fields Field permissions can be used to clean up the Issues page As another example field 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 permissions refer to Field Permissions Overview How Roles and Teams Work Together Roles and teams are two user elements in BMC FootPrints Service Core that work together Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other cou
253. exist on the hand held The first time a new database is processed takes some time becauseBMC FootPrints Sync must check every field Subsequent reads run much faster because BMC FootPrints Sync only updates the data that has changed Sometimes data changes in a way that BMC FootPrints Sync does not recognize In other cases reconfiguration requires areread like when you change the Category field or mobile phone number field in BMC FootPrints Sync If you think the record count on the handheld no longer reflects the data record count in your Web PIM or that the field values on PIM do not reflect current BMC FootPrints Sync configuration select the appropriate Reread option on the next Sync to force BMC FootPrints Sync to reread the databases and update all fields Help Click the Help button from the menu to get the About page or to access the BMC FootPrints Sync specific documentation Recurring Appointments BMC FootPrints Sync handles recurring appointments properly for all PIMs with one exception In the case of Lotus Notes if a change is made in Lotus Notes to the time at which a recurring appointment occurs the change shows up in BMC FootPrints Service Core when it is synchronized However if the time of a recurring appointment is changed in BMC FootPrints Service Core the change is not reflected in Lotus Notes With Lotus Notes only the most recent description is synchronized to the To Do list not all descriptions Deleting Appointm
254. ext that can be used to populate the Description field For information on quick descriptions that have been defined by your Workspace administrator contact your Workspace admin istrator Search Knowledge Base Search the Knowledge Base for a Solution to the Issue and optionally import that Solution into the Description CI Links lf your BMC FootPrints Service Core installation includes the Configuration Manager add on module you may see a CI Links section for linking the Issue to configuration data Refer to BMC FootPrints Service Core Configuration Manager in the Programmer s Reference Manual or full on line help for details on this module Attachments Attach one or more files to the Issue NOTE File attachments can be sent with email notifications However attachments of one or more files that exceed 5 Mb in total Size can severely slow down notifications If your total attachment size exceeds 5 Mb a warning message is displayed Assignees Assign Agents or Teams to work on this Issue Email Select whether to send email notification on this Issue and also whether to send a Survey to the cus tomer Time Spent Track the time spent on an Issue Automatic and manual options are available Can also be used for billing purposes with hourly billing rates defined for each Agent Completing a New Issue If the Auto Suggest Solutions feature is enabled you will be able to view suggested Solutions that exist in the Knowledge Bas
255. f a PC BMC FootPrints Service Core Integration with Microsoft System Center Configuration Manager SMS Allows service desks agents to dynamically access PC asset data while they re working on an Issue from within BMC FootPrints Service Core BMC FootPrints Service Core Dynamic Address Book Link Gives access to multiple LDAP based and SQL based address books BMC FootPrints Service Core Integration with Right Answers Comprehensive Knowledge Paks with hun dreds of thousands of solutions for more than one hundred fifty applications BMC FootPrints Service Core Telephony An integrated hosted contact center service that works with your BMC FootPrints Service Core software offering call centers and service desks advanced skills based call rout ing that automatically transfers incoming customer requests to the right service desk agent or customer service representative BMC FootPrints Service Core Telephony is an integration not an add on BMC FootPrints Change Manager Enables organizations to develop their own approval process for Issues with no programming In BMC FootPrints Change Manager 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 proc ess BMC FootPrints Service Core CRM Bridge Integration with some of the
256. f their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 166 BMC FootPrints Service Core User Guide 11 5 After updating the Description field in an Issue in BMC FootPrints Service Core the synched To do item in Lotus Notes only shows the most recent description The older descriptions are gone This limitation exists by design BMC FootPrints Sync and Web Authentication A situation exists with Web Server Authentication that can cause difficulties with BMC FootPrints Sync If the users exist in multiple environments some users may log onto their workstations and into DOMAIN as DOMAINYUSER and some users may only log into their workstation as DOMAINYUSER If the target server where BMC FootPrints Sync com municates exists in a different domain XXX DOMAIN from that of the users whenever the users connect to BMC Foot Prints Sync in XXX DOMAIN using a web browser when the web server challenges them with a domain login and password request users provide the DOMAIN USER credentials and are allowed into the we
257. f their respective owners Numara Software Inc and BMC Software Inc Confidential 167 BMC FootPrints Service Core User Guide 11 5 Capturing Twitter Tweets to Create Issues Capturing Twitter Tweets to Create Issues Overview BMC FootPrints Service Core is integrated with Twitter so that Agents can view Twitter messages Tweets on their Homepage and create Issues from them By default all Administrators and Agents can customize their Homepages to cap ture Tweets To do this Agents customize their Homepage preferences to capture Tweets from specific Twitter users and display them on their Homepage Dashboard They select a specific Tweet click Create and the Issue page us created Agents can also configure the feature to capture specific keywords search queries in Tweets A benefit of this feature is if your organization s service desk has a Twitter account when Twitter users mention your Twitter username or particular keywords in their tweets your Agents can view the Tweets in real time on their BMC Foot Prints Service Core Homepages In this way you and your Agents can proactively manage your service desk by mon itoring social media Your Agents can then decide to create Issues from the Tweets and resolve any requests or problems When Workspace Administrators associate a Twitter username with a Contact in the Workspace s Address Book Issues created from Tweets are automatically populated with the sender s Contact information A
258. fer to Knowledge Base Search Options for more information To place a link in the Issue backto the originating Solution click the checkbox Click GO A list of matching Solutions is displayed Mouse over the Titles to view the details of each Solution Click the Title of the desired Solution If none match the current Issue click the Search button to perform another search a gy Sup m The Solution is displayed in the Description field It can be edited if necessary Editing the Description does not affect the orig inating Solution 8 Ifan external Knowledge Base was searched the results are displayed in a separate window These results are not auto matically pasted into the Description field when selected you must copy and paste the Solution manually 9 Make any other needed changes to the Issue and click GO The Issue is updated with the selected Solution and email noti fication is sent to the assignees and customer if that option is chosen NOTE The names of many of the fields in BMC FootPrints Service Core 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 BMC FootPrints Service Core records as Issues and uses the default terms for the other field names Popularity Solutions in the Knowledge Base can be ranked by popularity in virtually any search or FAQ Popularity is determ
259. ffice and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 111 BMC FootPrints Service Core User Guide 11 5 For a Master Contact Record search be sure to enter data in the Master Contact Record field The records you find will be further filtered by any other fields in which you enter data For example if your Master Contact Record field is Company you must enter characters in the Company field To find all the records for that one entity only use the Master Contact Record field and do not enter data in any other fields Other options on this page are e Order search results by Select the order in which matching records are displayed by choosing a field from the drop down list The drop down contains all of the Master Contact Record fields Record
260. fic internal user Customer status or priority type etc BMC FootPrints Service Core Calendar The BMC FootPrints Service Core Calendar is a web based calendaring system that is fully integrated with BMC Foot Prints Service Core 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 BMC FootPrints Service Core Issues Recurring appointments can be created that automatically create new Issues at the next Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of t
261. fice and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 105 BMC FootPrints Service Core User Guide 11 5 Advanced Search form for each Address Book with all of the custom and built in fields for that Address Book included For example if a new field is added by the Address Book Administrator the field is included auto matically on the Advanced Search form In the same way if a field is deleted from the Address Book it is removed from the Advanced Search page To perform an Advanced Search click Advanced below the Quick Search dialog This form contains a combination of text fields drop down boxes multi select dialogs and radio buttons which allow you to search on any combination of criteria Each field acts as a filter Only fill in or choose the
262. for scheduling the appointment 7 Email Confirmation BMC FootPrints Service Core can send users email confirmation about an appointment This is in addi tion to any email notification the users receive regarding BMC FootPrints Service Core 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 BMC FootPrints Mobile add on module The options are e Email me lf this is checked you receive an email notification about this appointment regardless of whether you are invited to the appointment e Sync w Outlook lf 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 BMC FootPrints Mobile users e Email Invitees lf this is checked all users invited receive an email notification for the appointment e Set reminder lf 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 BMC FootPrints
263. from a different Workspace that Workspace is displayed e Cross Workspace searches may be saved as personal or shared e Youcan only see shared searches that include Workspaces to which you belong Therefore there may be two shared searches that have the same name that are saved by different Agents BMC FootPrints Service Core adds a number 2 next to one of the searches to help distinguish between them for Agents who have access to all the included Workspaces Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 69
264. ftware Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential BMC FootPrints Service Core User Guide 11 5 Deletirig an SSsue ts s ao Sl ae eb xn a RR Ere c e ree eue dtd 57 Converting Regular Issues to Quick ISSUES 2 222 222 eee cece cece cece naaede aaron innana 57 Copying ISSUES ead Sacco nan em Bane thc adi fee cha Tn enu em ed fe nee hoe ad E cte Be ie lan 58 Linking ISSU S 20 cece cece cece cece cece cece cece cece cece eee e cee e eee eeseeseeteeeeteteeeeeeeeeeeeeseees 60 Unlinking ISSUCSi c coercetur oa ree deor e E UD E Sia ROUEN tb mee temere re CE 60 FREGQUICS Src rine nuit Uc
265. ftware Inc Confidential 172 BMC FootPrints Service Core User Guide 11 5 When you first open the Audit Trail page the Issue s complete history is displayed Use the links to view different history data as follows e Complete History All activity of the Issue e Issue History Actions performed on the Issue by all users and automatically by the system e Email History All email activity for the Issue e Voting history A history of the individual votes cast Voting history is not shown in any other view The following information is maintained for all views but the voting history e Date The date the action was performed e Time The time the action was performed e User The user who performed the action If the action was performed by the system automatically the esca lation rule is listed here e Action The action performed on the Issue i e Changed Status Changed Priority Updated Description etc e Email type For email actions the type of mail incoming update or outgoing email notification is displayed and the user who made the update or received the notification The following information is maintained for the voting history e Date The date the vote was cast e Time The time the vote was cast e User The user who cast the vote e Process The name of the process in which the vote was cast e Phase The name of the phase in which the vote was cast e Vote The vote that was cast approv
266. g Master Issues when all related Subtasks are completed 1 Select Administration Workspace Automated Workflow Issue Workflow from the BMC FootPrints Service Core Toolbar 2 Scroll to the section entitled Subtask Closure Process 3 Upon closure of the last active subtask there are two options e Automatically close the Master Issue The system automatically closes the Master Issue and sends the assignee an email confirmation e Send email to Assignees upon closure An email is automatically sent to the assignee of the Master Issue informing them that all Subtasks have been closed The assignee of the Master Issue can then review the Sub tasks and close the Master Issue manually NOTE The closure option selected here specifies how closing is handled for all Master Issues and subtasks in the Workspace whether created manually or with a Master Quick Issue template 4 After selecting an option enter your administrator password and click Save Closing a Master Issue with Active Subtasks The Assignee of a Master Issue can choose to close the Master Issue manually when one or more related Subtasks are still active but this also automatically closes all of the related Subtasks Master Issues cannot be closed by an escalation rule To close a Master Issue that has active Subtasks 1 Onthe Edit page of the Master Issue select Close in the Status field enter the reason for closing the Master Issue in the Description and optionally ch
267. ge only option provides the best performance while the other two options are about equal in terms of their affect on system performance Quick Descriptions Signatures lf 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service ma
268. gents can then respond to the sender of the Tweet without leaving the Issue page The following represents the user workflow from configuring the system to capture Tweets to viewing Issues created from them Note it is not necessary to configure the Social Media Connectors feature in order to capture Twitter Tweets since that feature is to broadcast messages from BMC FootPrints Service Core System Administrator By default Agents and Administrators can create Issues from Twitter Tweets However System Administrators can pre vent this ability system wide See Prevent Agents and Administrators from Creating Issues from Twitter Tweets Sys tem wide in the Administrator s Guide Optional Workspace Administrators By default Agents and Administrators can create Issues from Twitter Tweets However Workspace Administrators can prevent this ability via user roles See Preventing Agents and Administrators from Creating Issues from Twitter Tweets in the Administrator s Guide 1 Create or edit an Agent Preference Template to capture Twitter Tweets on Agents Homepages optional Agents can capture their own Tweets in addition to the Agent Preference Template set up by Workspace Administrators a Addthe Twitter dashboard component to the Agent Preference Template 2 Add an Address Book field in the Workspace using the Twitter ID field type This allows Issues to be automatically populated with the FootPrints user ID of the Twitter user
269. ges the rules Password expiration is also optional but your administrator can set an expiration date for your password so that after a period of time you will be prompted to change your password before you can log in Administrators can optionally set a limit on the number of failed sequential logins you can attempt If for example a limit of six attempts is set and you mistype your password six times in a row you may find yourself locked out of BMC FootPrints Service Core Contact your BMC FootPrints Service Core System Administrator if this happens Locks also have an expi ration date so you can also wait for the lock to expire before re attempting login A limit can optionally be set on password reuse For example if you change passwords and the reuse limit is set at three you cannot reuse the any password until there have been three different passwords intervening All of the rules for passwords are optional and none of these rules or any combination of these rules may be in effect for your BMC FootPrints Service Core Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or i
270. ght 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 Issues then click 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 There are also buttons that allow you to work with this Issue They are e Edit Update the Issue only available if you have Edit permissions to this Issue e Details Display details of Issue default e Link Create a static or dynamic link between Issues e Take Take the Issue only available if you have Taking permissions e Copy Move trhis 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc ar
271. gos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 181 BMC FootPrints Service Core User Guide 11 5 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 Subtasks 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 Sys tem Administrator has control over the whole FootPrints system including administratio
272. h est within that group of Urgent issues With regard to the Heading checkboxes if a Heading checkbox is checked a heading is displayed in the report to indicate how the issues were sorted For example if Status was selected then a heading would be displayed at the beginning of the list indicating which Status was used in sorting the issues that followed A new heading would then be displayed to indicate when the next set of Statuses began b Metrics Create custom metrics and graphs of counts averages and sums on any field The option is available for Met ric style and for Column and Wrapped style if the Combo checkbox is checked Refer to Metrics and Graphics for details on Metrics 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 4 Issue Criteria tab Select 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 BMC FootPrints Service Core 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 e
273. h level Due dates and times are automatically generated based on the resolution time Service Level Metric reports can be gen erated 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 For details on Service Level Management refer to Creating a Service Level Field Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Conf
274. he reply is not sent to the CC s The BMC FootPrints Service Core administrator can define rules for when email should be sent what the emails contain and which user types receive updates e g Agent and customer The check boxes for Assignees and Contact are checked or unchecked based on these rules They may change status based on the status or priority chosen on the Create Issue page To override the default click the checkbox to check or uncheck it You may receive these email notifications for various circumstances e You created an Issue and assigned yourself e Someone else assigned you to an Issue e You were assigned automatically to an Issue by a rule e Anupdate is made to an existing Issue to which you are assigned e You were copied CC on an Issue If you are assigned to an Issue and the Assignees checkbox is checked you receive the email notification even if you are making the update yourself Email notifications look different depending on how the administrator configured the email templates Different templates can be made for different types of users Agents customers etc Receiving Escalation Email The administrator may have configured special rules to escalate certain Issues using BMC FootPrints Service Core Esca lation feature For example there may be a rule that automatically raises the priority of an Issue and assigns it to a par ticular user based on the customer s service level You may receive a special e
275. he BMC FootPrints Service Core Knowledge Bases the keyword search can be submitted to pop ular online Knowledge Bases including Microsoft TechNet Adobe and Google Groups To perform a keyword search of an online Knowledge Base 1 Select from the available online Knowledge Bases using the drop down box Choices may include Microsoft TechNet HP Adobe Google Groups etc 2 Enter the word or phrase for which to search Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 141 BMC FootPrints Service Core Us
276. he Solution make sure to include the Description field in Step 3 the field may have another name such as Notes or Details 4 Under Select Report Criteria for Status highlight one of the solutions options This limits the report to the Knowledge Base only 5 Select other criteria for the report For example to return Solutions with the word password in the Solution enter password for as the keyword Do not specify any Address Book information as Solutions do not contain Address Book data 6 Click GO Theresults of the report are displayed new browser window Using the Knowledge Base to Resolve an Issue The Knowledge Base can be used by the agent to find a Solution to an Issue while working on that Issue This allows the agent to quickly resolve an Issue without losing any work If a matching Solution is found it can be imported directly in the Description of the Issue NOTE If the Auto Suggest Solutions feature is enabled you will be able to view suggested Solutions that exist in the Knowledge Base which match the criteria you enter in the Issue Information on the Issue page and to browse the Knowledge Base from there as well This will give you the opportunity to more quickly resolve the Issue For details see Enabling Auto sug gest Solutions for Issues and Requests in the Administrator s Guide To use this feature 1 Onthe Create Issue or Edit Issue page select Search Knowledge Base above the Description field A pop up
277. he exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 19 BMC FootPrints Service Core User Guide 11 5 e UNIX authentication UNIX only e Webserver authentication Each BMC FootPrints Service Core 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 BMC FootPrints Service Core authentication is used any user attempting to access BMC FootPrints Service Core must have a unique BMC FootPrints Service Core ID and password
278. heir respective owners Numara Software Inc and BMC Software Inc Confidential 22 BMC FootPrints Service Core User Guide 11 5 recurrence Appointments can be synchronized with Microsoft Outlook via email or if you have the BMC FootPrints Mobile 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 BMC FootPrints Service Core 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 BMC FootPrints Service Core calendar system e Workspace The Workspace Calendar can be used to track appointments for all Agents and Teams for a BMC FootPrints Service Core Workspace Each Workspace has its own calendar e Personal Each Agent Administrator in BMC FootPrints Service Core 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 e 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
279. heir respective owners Numara Software Inc and BMC Software Inc Confidential 86 BMC FootPrints Service Core User Guide 11 5 a Dates Enter the date or dates to search on Click the calendar icon to display a searchable calendar Relative Select this to search by relative date allowing you to create a search or report for exam ple that returns Issues for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year e Starting status in this time period Select the starting status that the Issue should have in the date range specified e Ending status in this time period Select the ending status that the Issue should have in the date range specified e Use Work Schedule in computing Time Elapsed between Starting Status and Ending Status When this box is checked don t include time outside of the workspace work schedule when calculating the time in which an Issue was between its starting and ending statuses e Assignees Select the user s to search on Hold down the CTRL key to highlight multiple users e Additional BMC FootPrints Service Core IDs Additional user IDs of users who do not appear in the Assign ees list can be entered each separated by a space This is useful for searching on users who no longer belong to the Workspace e Priority Select the priority Issues should have in the date range specified After choosing the re
280. her Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 73 BMC FootPrints Service Core User Guide 11 5 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 Sort Results By Select how the issues are sorted in the output The issues can be sorted by up to three levels of criteria and in ascending from lowest to highest or descending from highest to lowest order In the Field drop down select the field on which the issues are to be sorted If a text field is selected the issues are sorted alphabetically based on the first character in the field If you select a number field such as Issue Number the issues are sorted numerically If the sort is by Status then the data is sorted accord ing to the Status number regardless of the label that is displayed in the Status field For subsequent levels of sorting the issues are sorted within each field of the preceding sort For example if issues are sorted first based on the Status field and a secondary sort is performed according to Issue Number the all of the issues with a Status of Urgent might be displayed first starting with the lowest Issue Number up to the hig
281. her pie or bar from the drop down selec tion box in the Style column Select one or more of the following to display in the Flashboard by clicking the box in the Show column e Active Issues by Custom Field A bar or pie chart that shows number of active Issues broken down by any drop down field Problem Type Department etc Up to four fields can be selected e Active Issues by Status A bar or pie chart that shows number of active Issues in the Workspace broken down by status e Save Current Window Size lf checked the current size of the Flashboard window is saved for the future When you have finished customizing your Flashboard you can save the changes just for this Flashboard display or as your default settings e Apply Apply these settings for this time only e Save Save these settings as your default Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and
282. her trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 16 BMC FootPrints Service Core User Guide 11 5 Knowledge Base The Knowledge Base is a place to record organize and manage important information for a BMC FootPrints Service Core 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 BMC FootPrints Service Core 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 ob
283. hes reports and on the Details screen the values On and Off are displayed or alternate values can be defined Mandatory optional per missions do not apply to checkboxes this field can be checked or left unchecked by the user e Web site Accepts URL addresses of the form http server name com Appears as a hypertext link on the Details page of an Issue e 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 e Email Address Accepts Email addresses Appear as a hypertext link on the Details page of an Issue Built in Fields Built in fields are fields that are included in the BMC FootPrints Service Core Workspace templates at installation Some built in fields cannot be removed but their labels 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 Built in fields are e Title e Description e Status e Priority e Assignees e Submitter e Last update date time e Submitted date time 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 Optional fields are fields that may or may not be popu
284. ice marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 148 BMC FootPrints Service Core User Guide 11 5 6 Assign the Subtask to an Agent or Team Subtasks are not required to have the same assignees as the related Master Issue In fact Subtasks are a good way to assign a large Workspace to multiple users defining the task for each user or team to complete 7 Email rules follow the Workspace defaults unless you override them by checking or unchecking the email check boxes 8 Click Save The Subtask is created and the originating Issue is now a Master Issue 9 The Master Issue and Subtask are listed with special icons on the FootPrints Homepage The related Subtasks of the Master Issue are listed on the Details page of the Master Issue The Master Issue to the Subtask is listed on the Details page for the Subtask 10 Additional Subtasks can
285. ice marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 36 BMC FootPrints Service Core User Guide 11 5 e Complete Edit e Delete Component e 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 BMC FootPrints Service Core Dashboard Component To delete a dashboard component from your homepage from the Preferences page 1 Inthe Current Dashboard area click the dashboard component to be deleted Only one component can be selected at a time The following buttons are displayed e Complete Edit e Delete Component e Cancel Edit 2 Clickthe Delete Component button 3
286. idential 174 BMC FootPrints Service Core User Guide 11 5 Glossary A 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 Foot Prints 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 Foot Prints Agents Can be optionally synced to the user s Outlook Calendar Assignees FootPrints users assigned to work on an Issue Auto run Reports FootPrints can run any saved report automatically at regularly scheduled times The reports can be saved to a file on the server emailed to a list of addresses or both Built in Report A report included in FootPrints not a custom report c Calendar A web based calendar for a FootPrints Workspace and or Agent that can contain appointments meetings and jobs for that Workspace and or Agent Category A classification of items such as
287. idential 24 BMC FootPrints Service Core User Guide 11 5 Change Manager Overview Solving business problems often results in procedural changes However changes just as often occur when companies proactively seek business benefits by reducing costs and or improving services The goal of the change management proc ess is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes thus minimizing the impact of change related incidents upon service quality and consequently improving the day to day oper ations of the organization Changes range from small solutions i e upgrading memory or software on a single machine to large projects such as an organization wide system upgrade The ITIL Information Technology Infrastructure Library standard for service and support defines change management as a process that ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change related incidents on service quality Consequently change management aims to improve the day to day operation of the organization The BMC FootPrints Change Manager add on module enables organizations to develop their own approval process for Issues with no programming In BMC FootPrints Change Manager approvers are designated for specific workspaces When an Issue meets approval criteria the approvers are notified that an Issue awaits approval The
288. ies All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 135 BMC FootPrints Service Core User Guide 11 5 When the line is included in an incoming email submission the email address becomes the submitter of the Issue regard less of the true sender Email for Customers If the administrator has enabled the incoming email feature customers can submit Requests without logging in to BMC FootPrints Service Core To do so a customer sends an email to a BMC FootPrints Service Core email account and it is processed as if it had been submitted via the web Information can be included in the subject and body of a regular email or a form can be requested see below The field breakdown is as follows Subject The subject of the email becomes the Title Body The body of the email becomes the Description Workspace fields Customers are only required to include Workspace field information for fields that have the permission status of public mandatory If a customer emails BMC FootPrints Service Core without this infor mation the customer receives an error notification email that includes instructions for obtaining Workspace field information Email address The user s email address becomes the default submitter Customers who submit a Request via email are also automatically linked to their Address Book contact information based on the submitter
289. ignee If an appointment is created from the calendar then all members of the Round Robin team are assigned Creating An Issue from an Appointment An Issue can be created from an appointment When this method of Issue creation is used the Issue is pre filled with the data from the appointment Additional Issue data can be entered from the Issue page NOTE The names of many of the fields in BMC FootPrints Service Core 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 BMC FootPrints Service Core records as Issues and uses the default terms for the other field names To create an Issue from an appointment 1 Clickthe Create Appointment button or select an hour in the Day View of the Calendar A pop up window is displayed with a Create Appointment dialog 2 Enter the data for Title Description Invite Users etc Refer to Creating Appointments for complete instructions 3 For the Link to Issue field select the Date Time field to link e g Due Date Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks servic
290. ignees Customer Contacts and CCs for the selected Issues 4 Click GO The Issues are closed and updated and emails are sent 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confide
291. ilable for all styles except Export Options include e Report Title This is displayed at the top of the report e Date The date the report is run updates each time the report template is re run e Time tThe time the report is run updates each time the report template is re run e Workspace name The name of the Workspace e Logo graphic The logo image displayed in the current Workspace Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 72 BMC FootPrints Service Core User Guide 11 5 3 Format
292. ility can be linked to date time fields in an issue NOTE Two way synchronization of appointments requires the BMC FootPrints Mobile add on module Refer to BMC FootPrints Mobile for details on how to administer this feature The following topics cover the different aspects of the Calendar e Calendar Basics e Viewing Appointments e Creating Appointments e Editing Appointments e Syncing Appointments e Linking Appointments to Issues Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 114 BMC FootPrints Ser
293. ils on configuring BMC FootPrints Asset Core see Configuring the BMC FootPrints Asset Core Integration in the Administrator s Guide Integration with Microsoft System Center Configuration Manager SMS Inventory If your organization uses Microsoft System Center Configuration Manager SMS for tracking PC based inventory you can take advantage of Microsoft System Center Configuration Manager SMS inventory data from within BMC FootPrints Serv ice Core BMC FootPrints Service Core with Microsoft System Center Configuration Manager SMS integration allows serv ice desk agents to dynamically access PC asset data for a user directly from within an Issue in BMC FootPrints Service Core This automated process saves time helps Agents solve users Issues quickly and ensures data accuracy When creating or editing an issue from within BMC FootPrints Service Core you can directly view hardware software and network information that is 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 BMC FootPrints Service Core Issue This information becomes part of the Issue s history and is searchable from the BMC FootPrints Service Core Advanced Search and Report ing tools BMC FootPrints Service Core with Microsoft System Center Configuration Manager SMS integration can be enabled on a per Workspace basis For details on configuring BMC FootPrints Service Core int
294. in features of Global Issues is that when the Global Issue is closed all related GlobalLinks are also closed and updated and the customer contacts are automatically notified via email This feature can save time by combining the work of closing many related Issues into a single task It also improves communication by notifying all affected users about the resolution of the problem at one time To close a Global Issue 1 Select the Edit icon for the Global Issue you want to close on the Homepage or the Details page of the Global Issue You must have Edit rights for the Global Issue to do this 2 Change the status to Closed 3 Enter the final resolution for the Issue in the Append Description field Make sure the Include Appended Description in GlobalLinks checkbox is checked 4 Click GO The Global Issue is Closed as are all associated GlobalLinks Email notifications are sent to all Agents who have at least one GlobalLink linked to the Global Issue to the assignees of the Global Issue and to the customer contacts for all Glob alLinks Global Issues can also be closed using the Homepage Quick Action dialog Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks
295. in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 182 BMC FootPrints Service Core User Guide 11 5 Index address book 105 107 109 advanced search 108 description of 9 homepage 105 reports 109 search and report options 107 toolbar 47 105 advanced reporting 72 advanced search Address Book 108 criteria 64 Workspace 64 agent login 48 appointment 116 117 119 121 123 124 asset management 18 assignees 24 53 Audit Trail 172 authentication 19 Auto suggest solutions 50 51 143 Broadcast 167 calendar 114 117 119 125 basic information about 115 preferences 125 call 7 51 52 55 57 Change Management Audit Trail 172 chat 18 contact 52 105 107 advanced search 108 copy 58 issue 58 ticket 58 copy issue 58 criteria Advanced Search 64 cross Workspace 59 94 customer 4 day view 115 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pe
296. 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 66 BMC FootPrints Service Core User Guide 11 5 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 e Time Specify the time in which the Issues were created or la
297. ined by a survey question posed to customers each time they access a Solution When a customer logs BMC FootPrints Service Core and views a Solution the question Was this Solution useful to you appears with Yes and No options The responses are tracked and each Solution is given a Popularity rating the higher the better Customers do not have read access to the ratings but any list of Public Solutions displayed to them can be ordered by pop ularity the Most Popular Solutions list displayed on the Customer Homepage is always sorted by popularity Agents and administrators can view the popularity rating at any time it is included in most search results from the Knowledge Base Knowledge Paks from Right Answers To give support teams and customers immediate access to known solutions to technical issues BMC offers integrated Knowledge Paks from Right Answers While you can build your own Knowledge Base using BMC FootPrints Service Core Knowledge Paks expand knowledge access to hundreds of thousands of solutions for more than 150 applications Knowledge Pak titles cover the most popular desktop operating system hardware and disk utility productivity mail Internet and desktop publishing applications from leading manufacturers like Microsoft Lotus Adobe SAP and Oracle Agents can import solutions directly into Issues and customers can also access solutions tailored to end users NOTE This feature is available as an add on module to B
298. ing users Project Calendar A web based calendar for a FootPrints Project that can contain appointments meetings and jobs for members of that Project Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 180 BMC FootPrints Service Core User Guide 11 5 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 Q Quick Issue Q
299. inistrator s Getting Started Guide Covers installation and basic customization of BMC FootPrints Service Core e BMC FootPrints Service Core Reference Manual Complete documentation on all aspects and features of BMC Foot Prints Service Core e BMC FootPrints Service Core Change Management Guide Provides best practices for BMC FootPrints Service Core Change Management as well as the details of configuration and implementation Technical Support For questions regarding BMC FootPrints Service Core and for technical support contact the BMC Support team 800 537 1813 USA and Canada Find the local distributor via this link Email footprints support numarasoftware com Web http www numarasoftware com support BMC Support hours are Monday through Friday 8 00 AM to 8 00 PM Eastem U S time You can search the BMC Foot Prints Service Core Knowledge Base any time at the web address above For our international users please contact your local distributor Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trade
300. installed BMC FootPrints Service Core and click LOGIN If you enter your ID or password incorrectly you receive an error message If after another attempt you are still unable to log in please contact your Workspace or System Admin istrator If the login attempt is successful the BMC FootPrints Service Core Homepage is displayed and you are logged in to the Workspace created during installation If for example you named the first Workspace Help Desk this is listed as the cur rent Workspace in the top frame of the screen IMPORTANT BMC FootPrints Service Core will not work properly if your browser s pop up blocker is enabled To resolve this problem configure your pop up blocker to allow pop ups for just the BMC FootPrints Service Core application Password Complexity Password Expiration Failed Login Attempts and Password Reuse BMC FootPrints Service Core allows the setting of rules governing the complexity of passwords and password expiration Password complexity rules govern the minimum and maximum lengths of passwords and the types of characters that a password must include Rules are not mandatory and administrators may choose not to set some or all of the rules If your password does not comply with the rules a pop up window will prompt you to change your password If you do not change your password to comply with the rules you will be unable to log in Your password can go out of compliance if for exam ple an administrator chan
301. ints Service Core 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 e Quick Search The Quick Search is available from any BMC FootPrints Service Core screen in the Address Book the Quick Search searches the Address Book only e Built in Queues Homepage queues available in BMC FootPrints Service Core e Advanced Search Complex search on all fields and criteria e Saved Searches Save advanced search criteria to create queues available from the BMC FootPrints Service Core Homepage e Cross Workspace Searching Search for issues across multiple Workspaces NOTE Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be r
302. ions created by agent and by team the number of solutions created by agent and by team and the votes on accuracy of solutions by agent and by team e Include all Solutions Define the date range for searching e Exact Specify exact dates to search on in the period specified Enter the date or dates to search on Click to display a searchable calendar Created Solutions that were created on before after or between depending on the drop down selection you make next the specified date s are returned leave second date blank for all but between a Last edited Solutions that were last edited on before after or between depending on the drop down selec tion you make next the specified date s are returned leave second date blank for all but between Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending
303. is displayed If you choose to delete the record click OK on the pop up Otherwise click Cancel If you click on OK a password page is displayed An administrator password is required to delete a Master Company Contact Record Enter your administrator password and click GO to complete deletion of this record Creating a New Issue from the Master Contact Record Details Page You can create a new issue from the Master Contact Record Details page To create a new issue from the Master Contact Record Details page 1 Select Address Book from the BMC FootPrints Service Core toolbar select Master Contact Record Home from the Home button and then click the first column of the record for which you want to create an issue The Master Contact Record details page is displayed Select the Create Issue link from the toolbar above the detail view of the record The BMC FootPrints Service Core New Issue page is displayed with the contact information populated with data from the Master Contact Record Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademar
304. is not affected 6 Click Save to submit the Issue Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 146 BMC FootPrints Service Core User Guide 11 5 7 The Issue is created If the status in the template was set to Closed the Issue is closed automatically If this Issue is active it is automatically placed in the queue of the assigned Agent s If email notification is enabled for Assignees and or the cus tomer notifications are sent 8 Ifthe Quick Issue template was a Master Quick Issue one or more S
305. ist of matches If a name was entered for the search it appears as a queue in the Display drop down Sample Advanced Search The following search returns all Active Issues assigned to the user Jill Smith that are priority Urgent or High 1 Click Advanced under the Search heading on the BMC FootPrints Service Core Toolbar 2 For Assigned to choose Jill Smith 3 For Priority select Urgent and High hold down the CTRL key 4 For Status highlight Open Need More Info and Pending 5 Tosavethis search enter a name for the search e g MyHigh Priority Issues 6 Click GO BMC FootPrints Service Core returns a list of the Issues that match the above criteria Saved Searches The Saved Searches feature can be used to save and name search criteria that are used frequently to create queues or hot lists Each time the saved search is run it returns the latest data from the current Workspace Saved searches are avail able from the Display drop down box on the Homepage and from the BMC FootPrints Service Core Toolbar More infor mation on creating saved searches can be found in the preceding topic on Advanced Search There are two kinds of saved searches e Personal Searches Personal saved searches are viewable only by you and are accessed via the Display drop down on the home page or by mousing over the Advanced search link You can create personal queues for your own assignments of different types overdue Issues assignments with
306. istered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 7 BMC FootPrints Service Core User Guide 11 5 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 Sys tem 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 BMC FootPrints Service Core Homepage and can be displayed for customers to subscribe to it 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 ca
307. it button to enter your BMC FootPrints Asset Core user name and password Select the Clear button to clear the user name and password fields entirely leaving no credentials for authentication These values must match your BMC FootPrints Asset Core not BMC Foot Prints Service Core login If guest credentials are defined for agents and an agent has credentials defined in Preferences only the credentials in Preferences are applied If authentication through these credentials fails the system does not apply the guest credentials as an alternative The login name can take one of three forms a User ID login for example jsmith Domain login for example widgetdomain jsmith a Internet style login for example jsmith widgetdomain com e Java Installation This selection is only displayed when BMC FootPrints Asset Core is enabled for the system Integration with BMC FootPrints Asset Core requires a local installation of the Java runtime Typically this is done automatically upon first use of an integrated BMC FootPrints Asset Core feature If your Java installation should become corrupt or put of date you can manually correct it by selecting the Update My Java Installation button provided here Contact your BMC FootPrints Asset Core administrator if you need additional clarification The BMC FootPrints Service Core Toolbar The BMC FootPrints Service Core toolbar has options for Copyright 1999 2009 BMC Software Inc Copyright 199
308. ks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 60 BMC FootPrints Service Core User Guide 11 5 e The administrator may have configured BMC FootPrints Service Core email notification to send email to one or more people each time a customer submits a new Request Taking Requests If you have been assigned to a Request it appears on your assignment list To take a new Request 1 Access the Details page of the request to see what it is about 2 Totake the Request access the Edit page 3 The status defaults to Open which turns the Request into an Issue To choose a different status select from the list of sta tuses 4 Editthe priority edit Issue information append a new description etc as necessary 5 Your name is automatically added as the assignee for this Issue To change this move your name back to the Workspace Members box and
309. ks of the selected Master Quick Issue template checkbox enter your password and click the Save button The Sequence Remove Sequence for Subtask Templates page is displayed 3 Clickthe checkbox to enable sequencing 4 Usethe drop down boxes next to the subtask names to set the order You can specify more than one subtask with the same number If you do so then either of the equivalent subtasks can be closed ahead of the other but any subtasks that have been set to higher numbers must still wait until the subtasks with equivalent numbers have been closed For example you could have the first two subtasks set to 1 which means either can be closed first but both must be closed before the sub task set to 2 can be edited or closed 5 When you have specified the order for all of the subtasks click the Save button The sequence is saved and will be enforced by FootPrints The Quick Issue Template page is displayed Editing the Subtask Sequence To change the sequence on a set of subtasks perform the steps in the preceding procedure Master Quick Issue Using Master Quick Issue Templates Master Quick Issue templates can be used by all Agents in a Workspace to open complex Issues quickly with information pre filled for that Issue type Related Subtasks are created by the system automatically Agents only need to enter the cus tomer s contact data and complete any mandatory fields that are not already set by the template This is a usefu
310. ks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 113 BMC FootPrints Service Core User Guide 11 5 3 Complete the rest of the information for the new Issue as normal When the Master Contact Record feature is enabled it places a new button in the Contact Information section of the New Issue page Generating a History Report from the Master Contact Record Details Page You can generate a History Report from the Master Contact Record Details page To generate a History Report from the Master Contact Record Details page 1 View the Details of the Master Contact Record refer to Viewing Details of Master Contact Records 2 Select the Report link from the toolbar above the detail view of the record The BMC FootPrints Service Core Select Report For mat page is displayed 3 Select the type of report you wish to view from the drop down then click GO The report is generated and displayed Calendar and Scheduling The BMC FootPrints Service Core Calendar
311. kspace name You can click on the row that contains the workspace name to collapse expand the issues listed for that workspace NOTE ON PERMISSIONS Searches can be restricted based on a user s Role Cross Workspace Searches may not be available if your role does not allow access Contact your BMC FootPrints Service Core administrator for more information Also cross workspace searches are not available to customers Reporting About Reporting BMC FootPrints Service Core contains a number of reporting options From simple keyword searches to multi level met rics with color charts virtually any data can be reported on in BMC FootPrints Service Core to analyze activity trends and statistics with no programming via the BMC FootPrints Service Core web interface Report data can help you assess how your team s resources are being allocated review activity and capacity levels and produce time tracking and billing infor mation for charge backs and billing Use report data to justify staff changes manage the types of problems assigned to each member and use staff resources in the most effective manner The following topics contain detailed instructions for each of these kinds of reports e Single Issue Report Create a report on a single Issue from the Details page e Quick Report Create a report of Issues displayed on the Homepage using the Quick Action Checkbox dialog e Custom Reports Create custom reports with custom criteria and formatti
312. l 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 BMC Service Catalog builds on existing functionality in BMC FootPrints Service Core Configuration Manager work spaces quick issue templates self service and change management to provide its Service Catalog solution Because of its great flexibility the BMC Service Catalog can be used in any type of organization or department IT HR Pro Serv ices Training Facilities External Customer Support etc Broadcast Message A broadcast message is a message displayed in a pop up window to all logged in BMC FootPrints Service Core internal users i e not customers Only system administrators can create broadcast messages 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 Admin istration Workspace Automated Workflow Customer Surveys IMPORTANT Check local laws goveming automated surveys before enabling the feature BMC FootPrints Service Core Web Services BMC FootPrints Service Core Web Services is a way for users to access the database over the Internet and perform spe cific functions The specific functions are e Search the database using queries for Issue
313. l Number field types The column can be fil tered for greater than gt less than or equals Date Date Time fields The column can be filtered for dates date times before on or after a specified date date time In other words the agent can specify a date date time and display all Issues with an earlier date date time in the field before the same date date time on or a later date date time after Assignees field Filtering is similar to filtering for a multi select field The list of available options for the Assign ees is the same as the list in the Advanced Search l Assigned To list box plus an extra option for Not Assigned The agent can select one or more agents teams from the list Some additional rules are Ifthe agent picks more than one agent team from the list the results include Issues that have any of those assignees assigned to it a Ifthe option to filter by is a team the result include only Issues that have that team directly listed in its Assignees list box a Ifthe option to filter by is a member the result include all Issues that have that member directly listed in its Assignees list box no matter which team the member belongs to When selecting to filter by Not Assigned the result include all Issues not assigned to anybody Column Types That Cannot Be Filtered The following column types cannot be filtered Multi line Character fields Issue Type Closed by Last Updated
314. l time saver to quickly handle common or repetitive multi step Issues such as the new hire process change management approv als etc When at least one Quick Issue template has been created by the Workspace Administrator the Quick Issue option is included on the BMC FootPrints Service Core Toolbar for Agents in the Workspace Master Quick Issue templates are listed in the same section Subtasks can be sequenced for Master Quick Issue Templates This means that an order for closing the subtasks can be designated and the next subtask in the sequence cannot be closed or edited until the current subtask has been closed Sub task sequencing can be specified by an administrator or with appropriate permissions by an Agent on the Details page of a Master Quick Issue A Master Quick Issue must have at least two subtasks in order to specify sequencing The pro cedure for specifying a subtask sequence is below Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclu
315. l your organization performs and where improvement is needed The following reports can be run from the Reports Metrics menu e Current Performance by Team Agent Report on Issues currently active in the Workspace grouped by assignee s e Issue Statistics Provide quick statistical information on specific groups of Issues e First Contact Resolution Determine the percentage of Issues that were created with a status of Closed versus the number of issues that were received for a specific time period e Resolution Rate Determine the rate at which Issues are resolved for specific criteria e Received vs Closed Reports List how many Issues were received and how many were closed based on specific criteria e Turn around Time Measure how long issues have remained in a particular status or how long it takes to get from one status to another e Service level Agreements The service level agreements reporting option returns the number and percent of Issues achieved breached resolved and unresolved per service level agreement This type of report cannot be saved and auto run e Historical Return historical data on Issues in the current Workspace including past statuses priorities and elapsed time This type of report cannot be saved and auto run e Query Statistics Retum statistics on searches of the database which can be categorized by whether they were performed by Customers or Agents This type of report cannot be saved and
316. lated when an Issue is submitted If all mandatory fields are pop ulated but one or more optional fields are not populated when an Issue is submitted the submission should be successful 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 BMC FootPrints Service Core has a facility for creating field depend encies 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S
317. layed in a second browser window Address Book Toolbar The Address Book AB has its own toolbar with the following buttons e Home Displays the Address Book Homepage e Create Contact Create a new contact e Reports Report on contact data e Administration Configure the Address Book administrators only NOTE You may see additional toolbar buttons if for example your BMC FootPrints Service Core administrator has configured BMC FootPrints Service Core to use the Master Contact Record feature In that instance you might see buttons for Com pany Home and Company Search The list above is for the basic buttons on the toolbar Above the Address Book Toolbar Several functions are located above the Address Book toolbar e Address Book Quick Search 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 e Link to Advanced Search The Advanced Search feature allows you to search the Address Book database on any combination of fields and advanced criteria BMC FootPrints Service Core automatically generates the Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Of
318. le the user might click on the My Assign ments queue which would then display all of the Issues assigned to the user e Advanced Search Complex search on all fields and criteria e Saved Searches Save advanced search criteria to create queues available from the BMC FootPrints Service Core Homepage e Cross Workspace Searching Search for Issues across multiple Workspaces NOTE Search results can be further refined by using Filtering Refer to topic titled Below the Toolbar for details on Filtering 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 BMC FootPrints Service Core provides the infor mation in the requested format 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or r
319. lect Statistics from the drop down field then click GO 3 Select the type of output for the report e HTML The results will be displayed in a browser window after they have been generated e Export Results will be displayed in a file that can be saved If you select Export the next step will require that you specify the type of file into which the data is to be exported Options are MS Excel a comma sep arated file with a csv extension Tab delimited a file with tabs separating the fields and a tsv extension or Custom you must select your own field separator and the file will be saved with a txt extension 4 Click GO after you ve made your selection or selections if you chose Export 5 Select from the following options e Select a Report Pick the type of report to return Activity Outcome or Trends a Activity Reports Activity reports return customer and agent votes on the usefulness and accuracy of Knowl edge Base solutions Results show responses to the question for whether the solution was useful Responses are Yes Yes but Inaccurate and No Outcome Outcome reports show the creators of solutions how often the solutions were edited by them or others and the number of times the solutions were used by them or others This gives you an idea of how often solutions need to be updated or corrected once they have been created and how much they are being used Trends tTrend reports show the number of solut
320. lendar for all users to see When an appointment is created in the Workspace Calendar this option is not displayed These appointments are automatically displayed in the Workspace Calendar and in the personal Calendars of all invi tees NOTE ON USE OF CALENDAR Customers members of other Workspaces and non users of BMC FootPrints Service Core are not available to be Invi tees The BMC FootPrints Service Core Calendar is intended for use by BMC FootPrints Service Core Agent administrator users If non Workspace Members must be notified of an appointment the email notification you receive can be for warded to them see below Users can also be copied on any Issue linked to an appointment Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and l
321. lobal Issues GlobalLink Global Issues are used to designate important or frequently reported Issues that affect many users Global Issues can be broadcast to all Agents are displayed on the Agent homepage and optionally can be displayed for customers When a new Issue is reported with the same problem as that of a Global Issue the Agent and optionally the customer can link the Issue to the known Global Issue called GlobalLinks Global Issues can be configured so that closing the Global Issue also closes the GlobalLinks at one time Using Quick Issue Templates Quick Issue templates can be used by all Agents of a Workspace to open Issues quickly with information that is pre filled for that Issue type Agents only need to fill in the customer s contact data and any other mandatory fields not already set by the template This is a useful timesaver for common or repetitive Issues such as password resets requests for bro chures etc NOTE The name of this feature depends on the name given to records in BMC FootPrints Service Core for the sys tem 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 on the administration pages etc For consistency all help files refer to the feature as Quick Issue When at least one Quick Issue template has been created by the Workspace Administrator the Quick Issue option appears on
322. marks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 4 BMC FootPrints Service Core User Guide 11 5 Support Commercial support for ActivePerl Enterprise Edition is available through ActiveState at http ww w activestate com support commercial For peer support resources for ActivePerl Enterprise Edition issues see http www ActiveState com Support Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Tradem
323. marks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 125 BMC FootPrints Service Core User Guide 11 5 e Show name of user who added or last edited each item This is turned off by default If this option is ena bled the name of the user who created or last edited an appointment is displayed in parentheses next to the appointment in Day Week and Month Views individual appointments are not displayed in Year view e Day to start weeks on By default weeks are displayed from Sunday Saturday You can elect to display weeks from Monday Sunday by selecting Monday e Time to start end day view at in 24 hour time format By default the hours displayed in the Day View are 8 00am 5 00pm 0800 1700 You can elect to change this range using these two options Appointments can be created for any time regardless of what is selected here e 12 or 24 hour time format Hours displayed on the Day View are displayed in the 12 hour format using AM and PM by default
324. marks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 154 BMC FootPrints Service Core User Guide 11 5 Creating Global Issues Viewing Global Issues Once a Global Issue is created it is viewable by all Agents in the Workspace as well as customers who have permission Global Issues can be accessed in multiple ways e In the Global Issues Scoreboard on the BMC FootPrints Service Core Homepage On the BMC Foot Prints Service Core Homepage for all Agents of the workspace there is a Global Issues dashboard component Click the Title of a Global Issue to see the Details or click the GlobalLink icon to create a new GlobalLink for that Global Issue If there are more Global Issues than can be displayed click More list of all active Global Issues is displayed e Select Global Issues from the Display Drop down lf this choice is selected all active Global Issues are listed on the Homepage e Broadcast Message When a new Global Issue is created a br
325. marks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 51 BMC FootPrints Service Core User Guide 11 5 Workspace is configured For clarity this manual always refers to BMC FootPrints Service Core records as Issues and uses the default terms for the other field names 1 Enter a Title Used as the summary or subject line NOTE Although the Title is intended to be brief it is important to enter meaningful words since it is used to identify the Issue For example a good title would be MS Word crashes when underlining but READ THIS IMPORTANT would not be as effective This field can optionally be a drop down box with a defined set of subjects 2 Select a Priority The Priority of the Issue is a number or word that indicates the importance or impact of the Issue Select the appropriate Priority from the drop down list Select a Status The Status is the indication of the current state of the Issue The valid statuses depend on how the Work space is configured Statuses may include Open Pending Testing Closed etc Select the appropriate Status from the drop down list Since you are creating a new Issue set the Status to Open Fill in Contact Information This section contains the contact information for the Customer associated with this Issue The Select Contact feature searches the Address Book for the user Refer to Select Con
326. mation The fields in this section differ depending on the fields in current Address Book Search methods are the same as those for Issue Information fields see above 4 Advanced Criteria Tab e Issue Types to Include Specify whether Advanced Issue types including Subtasks and Global Issues are returned Options include All Issue Types All Issue types are returned a Regular Issues Regular non Global or Master Subtask Issues are returned Include Master Issues Master Issues that contain subtasks are returned Include Subtasks Subtasks of Master Issues are returned Include Global Issues Global Issues are returned Include GlobalLinks All users Issues linked to a Global Issue are returned Group Master Issues with Subtasks Global Issues with GlobalLinks Available for Reports only These options override the sort order selected in the report e Date lf dates are specified the search returns only Issues from the time period specified For more information refer to Date Field Search Options 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 BMC FootPrints Service Core 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
327. ments Issues and appointments that are linked can be edited from either record with the other automatically updated Fields that cause an update are described below For Appointments e Title Updating the Title field changes the Title of the Issue e Start Date Time Changing the Start Date Time updates the corresponding field in the Issue Due Date Follow up Date etc e Invitees Changing the invitees changes the assignees of the Issue e Description lf you update the Description field the latest description of the linked issue is updated as well For Issues e Title Updating the Title field changes the Title of the Issue e Date Time field Changing the data in the linked Date Time field Due Date Follow up Date etc changes the Start Date Time in the appointment The End Date Time defaults to one hour after the new Start Time e Assignees Changing the assignees changes the invitees of the appointment e Description Updating the Description field of the Issue does not alter the description of the linked appointment Recurring appointments function differently If the Appointment is edited only future Issues are affected In the case of appointments that recur Today and n consecutive days which only makes one Issue the Issue is updated as described above If an Issue created from a recurring appointment is edited it does not affect the appointment This is because that instance of the Issue may have special pr
328. mmended e Operating systems Windows Server 2003 Standard Enterprise and Web Edition Windows 2000 Server Advanced Server a Windows XP Pro and Home Windows 2000 Professional Windows Vista Other Smart Card Authentication to Active Directory requires that the Security Server s Active Directory and Active Directory domain controllers be configured properly Active Directory must trust a certification authority to authenticate users based on certificates from that CA As with any PKI implementation all parties must trust the Root CA to which the issuing CA chains BMC Service Core FootPrints Sync BMC FootPrints Sync is included with BMC FootPrints Mobile an add on module purchased separately and supports the following e Operating Systems Windows XP Pro Windows XP Home Windows 2000 Windows 2003 Server e Personal Information Manager PIM software Microsoft Outlook Microsoft Outlook Express Lotus Notes Palm Desktop Palm HotSync e Personal Digital Assistants PDAs PocketPC through Outlook BlackBerry through Outlook or Lotus Notes Palm through Palm Hotsync or Palm Desktop Install the Desktop Client To install the BMC FootPrints Sync client Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registere
329. 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 3 BMC FootPrints Service Core User Guide 11 5 see active support issues for their customers in BMC FootP
330. n and closed by internal Agent users and Administrators BMC FootPrints Service Core can automatically send notification email whenever an Issue is worked 2 Request A Request is a preliminary Issue that is submitted by a Customer BMC FootPrints Service Core Agents can then take the Request and turn it into a regular Issue or Requests can be automatically assigned to one or more Agents Admin istrators can read the section on Auto Assign in the WebHelp or Reference Manual for more information Your Administrator can tell you how Requests are handled in your organization 3 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 prob lem 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 4 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 5 Master Quick Issue Quick Issue templates can also be defined to create Mas
331. n email notification for the appointment being created or updated regardless of whether the creator is invited If this option is turned off emails are not sent to the creator by default The option can be overridden for a particular appointment when creating or updating it using the Email Me checkbox option Email all invitees after appointment creation and update By default users invited to an appointment receive an email notification when an appointment is created or updated If this option is turned off emails are not sent by default The option can be overridden for a particular appointment when creating or updating it using the Email Invitees checkbox option Display the full item in the week month views instead of truncating items that are too long All appoint ments for that week month with full titles are displayed by default in Month View To limit the number and size of appointments displayed select NO for this option and select a maximum number and size using the two following options Number of items to show for each day in week month views if truncating items in week month views Select the maximum number of appointments displayed for each day in the week month View This option only applies if the option above is set to NO Number of characters in day boxes of week month views before truncating the item if not displaying the full item Select the maximum number of characters to display per appointment for all appoi
332. n Edit the Workspace Administrator has ena bled a feature called Taking This allows an unassigned Agent user to take any Issue in the database and edit it Check with your administrator for more information on this feature After clicking the Edit button the Edit page containing the current data for the Issue is displayed From here you can make changes in the same way that you enter information when you first create an Issue If your organization is licensed for BMC FootPrints Service Core Configuration Manager all Agents and Customers with edit permissions can see the Cls linked to an Issue when viewing the Edit Issue page regardless of whether they have a Configuration Manager license However they cannot edit the Cl links nor can they take advantage of any other Con figuration Manager functions without a license Quick Edit The Quick Edit feature allows agents to make edits quickly without viewing the entire issue page To use the Quick Edit fea ture click the Title of an issue in the homepage list The Quick Edit page is displayed The page displays built in fields as well as up to three fields that are configured by your administrator Complete the fields and submit the issue as you would with a full issue page Administrators can define rules for attachments that include making attachments mandatory based on the content of certain fields However for Quick Edits attachment rules only apply based on the Status field and not on any a
333. n Types That Can BeFiltered The following column types can be filtered e Single line character web site and FTP file site email address fields Columns populated by strings text can be filtered by entering a string Issues containing the string are displayed in the column e Drop down and multi select fields Columns populated by drop down and multi select field data can be filtered by selecting field options as criteria The agent selects from a list of available choices the choices available in the field are displayed as checkboxes and the agent selects the criteria for filtering by clicking on the checkboxes There is also an entry for No data When the filter is applied only the Issues containing the selected checkbox items in that field are displayed If No data is selected only Issues that contain no data in the field are displayed Agents can select one more than one or all checkboxes as filter criteria Some additional considerations are For cross Workspace searches all of the possible entries from all Workspaces for the field are dis played a For multi select fields if any of the fields being filtered on were selected on an Issue that Issue will show up on the query results Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Offi
334. n addition the label Master Contact Record can be changed as a system preference or as a Workspace preference The term Contact is used as a default and may be changed prior to configuring the Master Contact Record feature If that is the case and the term was changed previously to something like Customer this would be displayed as Master Cus tomer Record NOTE The Master Contact Record is only available for BMC FootPrints Service Core Address Book users Creating a Master Contact Record Creating a Master Contact Record is simpler than creating a new contact To create a Master Contact Record 1 Select Address Book from the BMC FootPrints Service Core Toolbar The Address Book Homepage is displayed 2 Select Create Master Contact Record from the Create Contact menu The Create New Master Contact Record page is displayed Note that the name used for this is not Create Master Contact Record but the name of the field used for Master Contact Rec ords If the field used is Company the menu selection will say Create Company 3 Enter the data in the appropriate fields For example if you are using a field named Company for lookup enter the name of the company in the Company field 4 Toupdate all records that have a matching Master Contact Key check the Update Contacts checkbox This updates all of the records that have the same value in the Master Contact Key with the same data in the contact fields 5 Enter your passwor
335. n be closed simultaneously with their associated GlobalLinks This feature can save 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 e 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 e 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 BMC FootPrints Service Core home page or the Issue Details page Customers can 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 BMC FootPrints Service Core for the sys tem 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 Glob alLinks For consistency all help files refer to the feature as Global Issue Quick Issues Quick Issues are templates that contain pre filled information for frequently reported customer Issues such as Password R
336. n get into live production in just a few days Users and administrators require only a browser to take full advantage of its many capabilities BMC FootPrints Service Core puts control in the hands of the Service Desk or Support manager without high costs additional programming or complex administration BMC FootPrints Service Core is extremely flexible scalable and customizable and eliminates expensive training con sulting database programming and staff additions to manage support automation software from your list of challenges It can be used for multiple simultaneous Workspaces and supports multiple languages for users and groups You can lev erage the capabilities of BMC FootPrints Service Core across multiple locations and corporate functions to expand the reach of your Issue management and related communication Different Uses for BMC FootPrints Service Core While many people purchase BMC FootPrints Service Core to solve one specific functional need such as tracking internal Service desk activities documenting the external support center and CRM or development bug tracking it can actually be used for a large variety of business functions and departments supporting both internal and external customers Some of the departments or business functions that can benefit from using BMC FootPrints Service Core for Issue man agement include e Asset requisitioning e Change and release management e Configuration management e Corpo
337. n notifications If your total attachment size exceeds 5 Mb a waming message is displayed 9 10 11 12 13 Assignee Picker There are two ways you can edit the assignees lists with the Assignee Picker e Toremove an assignee or Team highlight the name in the box on the right and click the left arrow The name is removed from the assignee box and is displayed in the box on the left To assign a new user highlight the user s name in the list on the left and click the right arrow e Double click an assignee in the Assignees list to remove the assignment Double click a member of the Work space Member list to assign the issue to them Assigning someone to the issue does not remove their name from the Workspace Member list Email Notification Select the users to receive email notification for this update The checkboxes for Agent Contact CC default to the settings chosen by the Workspace Administrator for the status and priority chosen Time Spent Enter the additional time you have spent on this Issue If auto time tracking is enabled BMC FootPrints Service Core automatically tracks the time There is also a link here to edit existing time tracking data If time tracking comments are enabled you can also enter comments of up to 255 characters History You cannot edit the History section of an Issue Submit Changes When you are ready to submit your changes click Save The Issue is updated and the BMC FootPrints Service
338. n of any project adding new projects and administering licenses T 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 U User ID The Footprints user name which when entered with the proper password during login permits access to the Footprints system Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration
339. n order to create a special set of permissions e Same Name for Role and Team While the ability to configure roles and teams separately gives you more flex ibility 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 e Optional lf 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks a
340. n other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 48 BMC FootPrints Service Core User Guide 11 5 Issues A BMC FootPrints Service Core Workspace comprises a set of related Issues Issue is the default name given to a BMC FootPrints Service Core record Each Issue is a numbered record in the BMC FootPrints Service Core Workspace data base around which all Service Desk and problem tracking activity centers There are different categories of Issues in BMC FootPrints Service Core including regular Issues Requests Quick Issues Subtasks and Global Issues NOTE During the initial Workspace Setup Wizard and per Workspace the administrator is given the chance to change the default term Issue to another name such as Entry Call or Ticket For clarity this manual always refers to BMC FootPrints Service Core records as Issues A user s ability to access fields is determined by the user s role as configured by the Workspace
341. n the list A tooltip will appear with the description Select the Solution if it resolves your Request If not you can search for other Solutions from the Browse section of the Select Solution dialog box Once you ve selected a Solution and if it resolves your Issue click This solution resolves my Issue on the next dialog box that displays The Solution s Description is added to the Description in the Issue You can continue entering information in the Issue Note Your Workspace Administrator may have configured the Auto close Issues feature If so once you select a Solution the Issue will automatically close and display on your Homepage Description Enter a full description of the issue in this field You can type an unlimited amount of text in this box This field is designed to contain a complete description of the Issue and is usually mandatory when creating a new Issue If you are using the Rich Text Mode Editor there are many options available to format the text in the Description Fill in a full description of your Issue BMC FootPrints Service Core automatically records the date time and your name as the originator of the Issue Search Knowledge Base optional Search the Knowledge Base for a Solution to the current issue and then import that Solution into the Description Refer to Knowledge Base Search Options for more information Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BM
342. nc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 58 BMC FootPrints Service Core User Guide 11 5 Edo xov Ie a ee ES 10 Access the Details page of the Issue Click Copy Move A different toolbar is displayed Select Cross Workspace Copy A new page is displayed Select a destination Workspace from the list The list contains all active Workspaces As an optional feature to link the Issues click in the box next to Create Dynamic Link between new and original Issues Click GO The Copy Issue to Another Workspace page is displayed Select the Agent to whom you wish to assign the Issue in the new Workspace You can also CC yourself Click GO A new page is displayed Workspace fields in the current Workspace that do not match the fields in the destination Workspace are displayed To append the data from those fields to the description click the Append radio button To ignore the data choose Dis card Field data in the original Issue is not affected Click GO to complete the cross Workspace copy Issues that are linked across Workspaces via a manual copy or a cross work
343. nd Subtasks To edit a Subtask 1 On e the BMC FootPrints Service Core Homepage click the Edit icon next to the Issue number or e onthe Details page select Edit from the menu If you do not have the Edit icon then you do not have Edit rights to this Subtask The Edit Subtask form is displayed pre filled with information from the Subtask Make changes to the Subtask see Editing Issues for more information Email notifications are sent to the assignees and customer contact for the Subtask if the email checkboxes were checked Ur des qum If the Subtask is closed and there are no more active Subtasks for the Master Issue the Assignee of the Master Issue is noti fied Refer to Closing Master Issues and Subtasks for more information Deleting Subtasks Subtasks can be deleted by anyone who has Delete rights to that Subtask Deleting a Subtask does not affect the other Sub tasks or the related Master Issue Refer to Deleting Issues for more information Editing Master Issues A Master Issue can be edited by the assignees of that Master Issue or anyone else who has Edit rights Workspace Admin istrator Team members etc In addition Subtasks can optionally be updated automatically by editing their Master Issue To edit a Master Issue 1 On e the BMC FootPrints Service Core homepage click the word More after the issue title and then click the Edit icon or e onthe Details page select Edit from the menu If you do n
344. nd week on Monday and Wednesday Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 118 BMC FootPrints Service Core User Guide 11 5 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 ev
345. nding reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 183 BMC FootPrints Service Core User Guide 11 5 delete 57 description 51 55 edit issue 54 55 email 61 134 alternate submitter 135 incoming 130 135 136 outgoing 128 entry 7 50 54 55 57 58 escalation 24 Facebook 167 FAQ 142 Frequently Asked Questions 142 global issue 8 155 156 158 closing 157 homepage 28 38 40 43 Instant Talk 18 issue 6 50 54 55 57 58 Knowledge Base 137 139 141 144 LANSurveyor 18 LDAP authentication 19 login 48 master issue 7 147 150 152 Mcirosoft SMS 18 move 58 quick issue 8 146 153 quick search 63 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or p
346. nding registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 8 BMC FootPrints Service Core User Guide 11 5 Linked Issues When Issues are linked it means that an association has been created between the Issues The association is dis played whenever the Issue is displayed in BMC FootPrints Service Core 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
347. nding registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 85 BMC FootPrints Service Core User Guide 11 5 a Dates Enter the date or dates to search on Click the calendar icon to display a searchable calendar Relative Select this to search by relative date allowing you to create a search or report for example that retums Issues for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year Historical Reports and Snapshot The historical reporting option returns historical data on Issues in the current Workspace including past statuses priorities and elapsed time For example a report can return the average and total elapsed time it took a particular service desk tech nician to close Issues
348. ng About Searching Advanced Search Complex search on all fields and criteria Saved Searches Save advanced search criteria to create queues available from the BMC FootPrints Service Core Homepage Cross Workspace Searching Search for issues that match criteria for multiple Workspaces About Reporting Introduction to reporting topics Single Issue Report Available from the Details page of an Issue Displays a printable page Quick Report Create a report of Issues displayed on the Homepage using the Quick Action dialog Custom Reports Create custom reports with custom criteria and formatting options including graph ics and multi level metrics Saving and Printing Report Data lnformation on saving and printing report data from the browser Saved Reports Access saved custom report templates Shared Reports Report templates that are shared by different users Administrator Flashboard Displays up to the minute graphical representation of Service Desk and Workspace activity Cross Workspace Reporting Custom reports across multiple workspaces Time Tracking Reports Generate time tracking and billing reports Metric Reports Generate statistical data and metrics about the Workspace Report Templates Create single issue report templates for printing out Purchase Orders Work Orders RMAs etc Auto Run Reports Schedule custom reports to be generated and emailed automatically on certain days times BMC FootPr
349. ng options including graphics and multi level metrics e Saving and Printing Report Data Save and print report data from the browser e Saved Reports Access saved custom report templates e Shared Reports Access report templates that are shared by different users Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 70 BMC FootPrints Service Core User Guide 11 5 e Administrator Flashboard Display up to the minute customizable graphical representation of service desk and Workspace activity e Met
350. ng registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 142 BMC FootPrints Service Core User Guide 11 5 1 Select Frequently Asked Questions on the Knowledge Base Advanced Search page 2 There are two lists of FAQ categories Public and Internal Public FAQs contain Solutions aimed at customers Internal FAQs usually contain more detailed or technical Solutions 3 Clickthe Title of the desired FAQ category 4 The matching Solutions for that FAQ category are displayed in the main frame or in the pop up window if searching from an Issue page Click a Solution to see the Details or mouse over it to see a preview if displayed in a pop up 5 If you are accessing FAQs from an Issue page selecting a Solution from a FAQ automatically pastes the Solution into the Description field NOTE Public FAQ categories are also viewable by customers Report on Solutions You may need to create a report of Solutions Reports contain more search options and formatting options than the Knowl edge Base searches You can only create reports if you have the proper permissions To create a report of Solutions 1 Select Reports New Report from the BMC FootPrints Service Core toolbar 2 Select the desired formatting options fields displayed etc as described in Custom Reports 3 Togetthe full details of t
351. ntenance jobs that require an issue to be created and assigned to a particular user auto matically The appointment must originate in the Calendar That is you must make the appointment first as a recurring appointment and link it to an Issue via a Date Time field Recurring Issues cannot be created if the Issue is created first NOTE The names of many of the fields in BMC FootPrints Service Core 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 BMC FootPrints Service Core records as Issues and uses the default terms for the other field names To create a recurring appointment which creates automated recurring Issues 1 Click the Create Appointment button or select an hour in the Day View in the Calendar A pop up window is displayed for the Create Appointment dialog 2 Fill in the data for Title Description Invite Users etc Refer to Creating Appointments for complete instructions 3 FortheLinkto Issue field select the Date Time field to link e g Due Date 4 For Recurrence select the Recurrence tab and then click the Activate Recurrence checkbox The recurrence controls are acti vated 5 Selectthe type of recurrence you want from the drop down box Options are e Daily e Weekly e Monthly e Yearly 6 The options for the type of recurrence change depending on the type you
352. ntial 45 BMC FootPrints Service Core User Guide 11 5 1 Aspecial 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 Checkthe 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 e Taking Take the Issues and assign them to yourself When Taking is selected A special Take Issues page is displayed You can unassign the current assignees of the Issues selected by checking the Remove Previous Assignees checkbox You can optionally enter notes in the Description box The notes are appended to all selected Issues Check the boxes to send email to the Assignees Customer Contacts and CCs for the Issues selected Ur des er Click GO You are now assigned to the selected Issues The Address Book Homepage If you selected Address Book from the BMC FootPrints Service Core 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 p
353. ntments displayed in the Month View This option only applies if the first option above is set to NO Show hours for items in week month views By default the hours of items in the week and month views of the calendar are displayed You can turn that off Show items in day view in all hours during which they occur By default appointments that span multiple hours e g 10 00 AM 12 00 PM only display in the first hour in which they occur If this option is enabled appoint ments display in each hour block they occur as duplicate appointments Show hours with no items in day view By default the day view calendar shows all the hours of the work day regardless of whether there is an item during that hour This can be turned off so that only hours with items entered are shown Show end time on week month views By default the end times for items on the week month view of the cal endar are displayed in addition to the start time This can be turned off so that only the start time is displayed Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trade
354. ntries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 12 BMC FootPrints Service Core User Guide 11 5 e Team Users are organized in teams for assignment purposes e Role Users are granted permissions on what they can do within their team and within the BMC FootPrints Serv ice Core 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 illus trated in the following table In this example when someone assigns an Issue to the Level 1 Support Team all five members receive an email no
355. nts Sync is part of the BMC FootPrints Mobile add on module and requires installation of a client BMC Foot Prints Sync supports Microsoft Outlook Lotus Notes Palm Desktop Hotsync Pocket PC through Outlook Black berry RIM and Outlook Express NOTE Refer to BMC FootPrints Sync for details on installing and configuring the BMC FootPrints Sync client Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 27 BMC FootPrints Service Core User Guide 11 5 The BMC FootPrints Service Core Interface The BMC Foo
356. o the incoming email account for that Workspace with the subject HTML form This allows any user with access to a Workspace to submit an Issue without logging into BMC FootPrints Service Core from any email pack age that supports HTML including Microsoft Outlook Eudora Netscape Mail Yahoo Mail etc An HTML form is automatically generated by BMC FootPrints Service Core with the correct fields for each Workspace There is no need for the administrator to create these forms A different form is sent to Agent and customer users iden tified by their email address For an agent to receive the customer version of the form for example in order to post the form for customers on a web site enter HTML Form Customer in the subject line rather than HTML Form To obtain a form for a different Workspace you must belong to the Workspace send the HTML form request to the email account for that Workspace e g support widget com or sales widget com etc If there is only one email account for the entire system you can include the Workspace ID in the subject of the request e g HTML form PROJ 5 To use the form simply fill out the fields and click the SUBMIT button NOTE Field dependencies enabled for the Workspace do not appear in the email form All Workspaces fields are displayed Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of
357. oadcast message is sent to all Agents in the Workspace by default To learn more about that Global Issue visit your Homepage for that Workspace and use one of the methods above e Customers Customers can view and subscribe to Global Issues if they have permission to do so by selecting Global Issues from the BMC FootPrints Service Core Toolbar Global Issue Details On the Details page of a Global Issue a reference to the fact that it is a Global is displayed along with a table listing all related GlobalLinks including Issue Number Title Status and assignees of each GlobalLink GlobalLink Details On the Details page of a GlobalLink a reference to the fact that it is a GlobalLink is displayed along with information about the related Global Issue including Issue Number Title Status and assignees Creating a GlobalLink Agents and customers can link to Global Issues creating GlobalLinks in a number of ways When a GlobalLink is created it inherits many of the properties of the Global Issue but also contains the contact information for the individual customer GlobalLinks can all be closed simultaneously when the Global Issue is closed There are two ways for an Agent to create a GlobalLink e From a Global Issue e From a Regular Issue Customers can also subscribe to Global Issues creating their own GlobalLinks Create a Global Link from a Global Issue 1 From the Global Issues Scoreboard on the BMC FootPrints Service
358. odule About Solutions The primary component of the Knowledge Base is a Solution Some of the properties of a BMC FootPrints Service Core Solution are Workspace based Solutions are records which reside in the Workspace database but which have special attrib utes detailed below Public or Internal A Solution can be categorized as a Public Solution accessible to both customers and Agents or Intemal accessible only to Agents Can be Categorized Solutions can be categorized using the Workspace fields for the particular Workspace These categories can be used to make FAQ Frequently Asked Questions lists that group Solutions Generic Solutions contain no contact Address Book information File Attachments Solutions can contain file attachments enabling the Agent administrator to make patches or other documents available to users Can be Approved Agents can be required to receive approval before a Solution is published to the Knowledge Base or can be restricted from creating Solutions at all There are two ways to make a Solution From Scratch Solutions can be made from scratch by Agents as long as the user has permissions to do so From an Existing Issue When an Agent closes an Issue a Solution can be added to the Knowledge Base with some of the information from that Issue The original Issue remains intact the Solution receives a new reference number In addition to creating solutions from scratch or from re
359. of text in a field e Integer Accepts integers e Real Number Accepts integers or decimal numbers 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 after the decimal place or is too wide for the field as it has been configured BMC FootPrints Service Core generates a warning before you can leave the page When creating a new real number field MS SQL versions of BMC FootPrints Service Core asks for the total digits and total decimal places on the Form Designer 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 e Date Accepts valid dates format based on system or user preference e 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 or by clicking the radio button for either linking to the personal calendar or linking
360. of their respective owners Numara Software Inc and BMC Software Inc Confidential 150 BMC FootPrints Service Core User Guide 11 5 If the Description was updated and the Update Subtasks checkbox was checked the Subtasks are also updated and the assign ees and customer contacts receive email notification Master Issues are normally not closed until after all of the Subtasks are closed The assignee of the Master Issue can override this Refer to Closing Master Issues and Subtasks for more information Updating Field Data in Subtasks from a Master Issue Data in the Subtask fields can be updated on the fly from a Master Issue when you retum to Master Issue to edit it When you first fill out a Master Issue template you can also use the Master Issue template fields to populate the Sub tasks To update the data in Subtask fields 1 2 3 Edit the Master Issue or complete a Master Issue template as you normally would Before you click the GO button select the item or combination of items in the Subtasks that you want updated in existing Sub tasks by checking the boxes at the bottom of the Edit Issue page This will update all of the Subtasks with the same infor mation The checkboxes are as follows e Description Appends the Description fields in all of the Subtasks with the Description data that was just com pleted in the Master Issue e Assignees Changes the Assignees in the Subtasks to match the Master Issue Assign
361. ogo image displayed in the current Workspace e Time Period Define the date range to search on a Exact Specify exact dates to search on in the period specified o On Specify a particular date leave second date blank o Before Issues that were created last edited before the specified date are returned leave second date blank o After Issues that were created edited after the specified date are returned leave second date blank o Between Returns Issues created last edited between the specified dates use both date fields Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of t
362. ogos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 117 BMC FootPrints Service Core User Guide 11 5 e Description The Description can be used to include any notes or details of the appointment 6 Invitees tab One or more members of the current Workspace can be invited to the appointment 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 or Team double click on the name in the People list the name is displayed in the Invitees list You can also click once on the name in the People list and click the right arrow button to make them an Invitee Select Check Availability to see who is available for the appointment Refer to the chapter on scheduling for more information To invite all of the members of a single Team double click the team name or click the team name once then select Assign Team then click the right arrow button The appointment is propagated to the Availability cal endar for all the individual members of the team The ability to invite a Team is only supported in the Day View e Check Availability Before inviting Agents to an appointment you can check Agent schedules to determine the best time
363. ollowing methods e Click the Edit icon for an appointment in the Day View e Click the Edit button on the Detail View of an appointment pop up NOTE When the data within a Date time field is cleared the associated calendar reference is also deleted Editing an Appointment To edit an appointment from either the Workspace or personal Calendar 1 Click the Edit icon for an appointment in the Day or Detail View A pop up window appears with an Edit Appointment dialog 2 Makeany changes to the appointment data such as the Title Invitees etc Refer to Creating Appointments for more details on these fields NOTE There is only one description per appointment unlike the unlimited appends allowed for Issue descriptions To add addi tional notes type them at the end or beginning of the Description field You may want to manually add a date time stamp or signature 3 Click SAVE to complete the edit The changes are made to the appointment and email notifications are sent to users if selected including any new invitees 4 Tocancel the edit click Cancel Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pen
364. on The Master Issue and its associated Subtasks are deleted Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 151 BMC FootPrints Service Core User Guide 11 5 Closing Master Issues and Subtasks When Master Issues or Subtasks are closed it can affect the related Issues When all Subtasks are completed the Master Issue can either be closed automatically or an email can be sent to the assignee of the Master Issue A Workspace option is available to control how this is handled To specify the rule for closin
365. on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in Before lssues that were created last edited before the date entered are returned leave second date blank a After lssues that were created edited after the date entered are returned leave second date blank Between Retums Issues created last edited between the dates specified use both date fields e Relative Searches by relative date allowing you to create a search or report that returns Issues for example for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year e Range Select this to search by a particular time period e g yesterday last Sunday etc 3 For Select SLA Time to report on choose between whether to report on Issues according to SLA Due Date the resolution time defined for this service level or SLA Response Time the amount of time allowed for Issue response for a service level 4 Selectthe earliest status accepted for Issues to be considered as having met the service level For example if your organ ization considers Issues to have met their service level only when the Issue is closed select Closed But if your organization considers Issues to have met their service level if they have been responded to within the resolution time frame and you have a status of Responded select that status instead 5 S
366. on before after or between depending on the drop down selection you make next the specified date s are returned leave second date blank for all but between Last edited Solutions that were last edited on before after or between depending on the drop down selection you make next the specified date s are returned leave sec ond date blank for all but between NOTE When on a single date is chosen and you are reporting by month the report contains Solutions for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in Relative Searches by relative date allowing you to create a search or report that for example returns Solu tions for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year a Range Select this to search by a particular time period e g yesterday last Sunday etc e Time Spent in Each Status Data is returned for all solutions for all statuses Include Issues a Exact Specify exact dates to search on in the period specified Enter the date or dates to search on Click to display a searchable calendar Created Solutions that were created on before after or between depending on the drop down selection you make next the specified date s are returned leave second date blank for all but between Last edited
367. on in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 56 BMC FootPrints Service Core User Guide 11 5 e Email History All email activity for the Issue The following information is maintained for each entry in the History e Date The date the action was performed e Time The time the action was performed e User The user who performed the action If the action was performed by the system automatically the esca lation rule is listed here e Action The action performed on the Issue i e Changed Status Changed Priority Updated Description etc The Action column includes initial settings for all BMC FootPrints Service Core Issue fields The Action col umn describes any changes made to fields in subsequent history entries e Email type For email actions the type of mail incoming update or outgoing email notification is displayed and the user who made the update or received the notification Notes on History e The history cannot be changed it is created by the system automatically e Time and date stamps are based on the BMC FootPrints Service Core server time Deleting an Issue Todelete an Issue click Delete on the Details page of the Issue Agents can only delete Issues that they created themselves Workspace and System Administrators can delete any Issue NOTE Deleting an i
368. ootPrints Service Core you can send email updates to users containing your latest comments about an Issue You can also submit and update Issues via email and query the database from email The available features depend on the options enabled by your BMC FootPrints Service Core administrator Topics in this section e Using Email Notification e Using Incoming Email Email Notification The BMC FootPrints Service Core email notification feature allows the Agent to email other users about Issues from within BMC FootPrints Service Core The administrator can configure rules to control when email is sent for an Issue by default As an Agent you can use the defaults or override them to send email to other users about an Issue This topic covers the different kinds of email notification e Create Edit Issue Email Notification e Escalation Email e Customer Requests Create Edit Issue Email Notification The Send Email To section on the Create Issue and Edit Issue pages controls who receives email notification about the Issue There are three parts to this section e Assignees lf this is checked the assignees of the Issue receive email notification for this submission e Contact lf this is checked the contact for this Issue receives email notification for this submission This is based on the customer email address listed in the contact information for this Issue If there are multiple email addresses defined for the contact a link labeled
369. operties or notes that are relevant only to that instance To change the properties of all future Issues for the common fields Title Assignees Invitees etc the edit should be made to the originating appoint ment Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 123 BMC FootPrints Service Core User Guide 11 5 Creating Recurring Issues from the Calendar Recurring appointments can be created that create new Issues automatically when the next recurrence occurs This is use ful for scheduling recurring mai
370. or for administrators only create and edit Frequently Asked Question categories Instant Talk Chat online one on one with another user o Remote Manager Remote Manager is an add on module that allows you to control a user s desktop remotely for troubleshooting purposes Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 39 BMC FootPrints Service Core User Guide 11 5 The options on the Toolbar may differ depending on your role In addition up to three custom buttons may be configured on the BMC
371. or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 29 BMC FootPrints Service Core User Guide 11 5 e Default Workspace lf you are a member of more than one Workspace change the default Workspace that is displayed when logging in to BMC FootPrints Service Core To change the default Workspace select from the drop down box e Your Local Time Zone By default BMC FootPrints Service Core displays all dates and times in the time zone where the BMC FootPrints Service Core 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 e Date Format This option determines how dates are represented throughout BMC FootPrints Service Core The options are American MM DD YYYY a European DD MM YYYY a ISO YYYY MM DD Revert to the system default The default format set by the System Adminis
372. or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 173 BMC FootPrints Service Core User Guide 11 5 would find a list of services Clicking on the service reveals the details of the service From there you may submit a service request for that service using the Service Request Template provided Hot List The Hot List is a list of services that it is useful to access quickly The Hot List is displayed when you click the Service Cat alog button on the same page as the service categories Rather than go through the process of drilling down through the service categories a customer can click on a service in the list to view the details From there the customer can submit a Service request using the Service Request Template Submitting a Request Via Service Catalog Requests for services are submitted in substantially the same way as any other BMC FootPrints Service Core request onc
373. or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 140 BMC FootPrints Service Core User Guide 11 5 3 Solutions from All Workspaces Select Solutions from All Workspaces from the Display drop down to see a list of Solu tions from all Workspaces to which you belong When one of the options above is selected a list of Solutions is displayed on the homepage To view the Details of the Solution click the Solution number Knowledge Base Search Options Solutions can easily be searched and reported on in BMC FootPrints Service Core Options include e Keyword Search Search the Knowledge Base for the current Workspace by keyword e Keyword Search of External Knowledge Bases Submit your keyword search to external Knowledge Bases e Advanced Search Search using a combination of criteria e FAQs View the FAQ categories created by the Workspace Administrator e Report on Solutions Create a custom formatted report of the Knowledge Base e Cross Workspace Report of Knowledge Base Get a report of Solutions from multiple Workspaces must be a member of those Workspaces or a System Administrator Knowledge Base Keyword Search The Keyword Search also called Basic
374. ore so flexible is that it is Workspace based Each Workspace is a separate sub database within the system that can have its own fields forms users and settings It is this feature that enables you to create different areas within the system for different departments to use What s New in BMC FootPrints Service Core Version 11 5 The following features have been added or enhanced for BMC FootPrints Service Core Version 11 5 e Enhancements to the user interface icons logos colors etc Enhancements to the CMDB Service Catalog look and feel Enhancements to the Social Media feature capturing Twitter Tweets New Auto Suggest Solutions feature New integration with FootPrints Asset Core financial information For details on what s new in BMC FootPrints Service Core 11 5 refer to the following PDFs on our Support Web site e Release Notes e What s New BMC FootPrints Service Core Versions and Add ons The following versions of BMC FootPrints Service Core are available e BMC FootPrints Service Core The web based service desk and customer problem management solution for Windows UNIX and Linux servers e BMC FootPrints Asset Core With BMC FootPrints Asset Core you can track all hardware and software assets BMC FootPrints Asset Core 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 auto matic
375. ort contains Issues for the week the date is in o Before Issues that were created last edited before the date entered are returned leave second date blank o After Issues that were created edited after the date entered are returned leave second date blank o Between Returns Issues created last edited between the dates specified use both date fields a Relative Searches by relative date allowing you to create a search or report that returns Issues for exam ple for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year a Range Select this to search by a particular time period e g yesterday last Sunday etc e Other options Define other reporting criteria Queries by Process queries from customers Agents or both customers and Agents a Sort and Count by Sort and count the queries according to keywords occurrences or according to the entire line of the Simple Searches a Ignore words shorter than 4 characters for keyword sort lf you chose to count and sort by keyword choose Yes to leave words shorter than 4 characters in length out of the sort or No to include words shorter than 4 characters in the count a Exclusion List The exclusion list is a list of words that you can exclude from the report o Ignore words in the exclusion list Select Yes to leave words in the exclusion list out of the report If you select No the wo
376. ot have the Edit icon then you do not have Edit rights to this Master Issue 2 The Edit Master Issue form is displayed pre filled with information from the Master Issue Make changes to the Master Issue refer to Editing Issues for more information 4 Ifthe Description is updated you can update the Description of all related Subtasks by checking the box to Update allrelated Subtasks with this appended Description 5 Email notifications are sent to the assignees and customer contact for the Master Issue if the email checkboxes were checked Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property
377. otPrints Sync icon in your system tray e Synchronize when the computer is started lf you select this option the BMC FootPrints Sync client will synchronize when the PC or handheld on which the client resides is booted You can still synchronize on demand by clicking the Synchronize button from the BMC FootPrints Sync client interface e Synchronize Manually Synchronization only occurs when you select the Synchronize button from the BMC FootPrints Sync client interface 9 When you have made your choices click the Next button The final window displays 10 Clickthe Finish button to complete the configuration tasks Using BMC FootPrints Sync This section describes how to use the buttons and menu options for BMC FootPrints Sync Synchronize Click the Synchronize button to immediately synchronize settings between the BMC FootPrints Sync client and BMC Foot Prints Service Core Help and Exit An on line help document that is specific to BMC FootPrints Sync displays when you click the Help link and select BMC FootPrints Sync Help There is also an About BMC FootPrints Sync option on the Help menu that displays release infor mation Click the Exit button to end your BMC FootPrints Sync session BMC FootPrints Sync Menu File Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U
378. otPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential V BMC FootPrints Service Core User Guide 11 5 Introduction to BMC FootPrints Service Core What This Guide Contains This guide contains all the concepts and information essential to the BMC FootPrints Service Core Agent user You will learn basic BMC FootPrints Service Core concepts including how to navigate through the BMC FootPrints Service Core Homepage and Toolbar how to create edit search for and report on different types of Issues how to use email for noti fication and Issue changes how to schedule your work by using the BMC FootPrints Service Core Calendar Many of the features accessible to you will depend on how your Workspace Administrator configured your BMC FootPrints Service Core Workspace When in doubt check with your Administrator Introduction to BMC FootPrints Service Core This is BMC FootPrints Service Core version 11 5 BMC FootPrints Service Core is a 10096 web based Service Desk and customer support tool that is so easy to use and administer you ca
379. ou do not want to perform a search on should remain untouched Some Boolean operators can be used within in text fields Topics in this section e Advanced Search Criteria e Sample Advanced Search Advanced Search Criteria The following options are available in the Advanced Search form as well as the forms for Custom Reports Time Tracking Reports and Escalation and Business Rules with minor differences NOTE The names of many of the fields in BMC FootPrints Service Core 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 BMC FootPrints Service Core records as Issues and uses the default terms for the other field names 1 Issue Tab General Information e Title Enter a word or phrase to for which to search Boolean operators AND OR and NODATA are sup ported Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners
380. ows you to enter the amount of time you have spent on this Issue This can include the entire time spent on this Issue not necessarily just the time spent filling out the Issue in BMC FootPrints Service Core Fill in the hours and minutes spent Additional fields may be displayed in this section depending on the Workspace configuration including Start Time Date and End Date Time and Billing Rate If the field is mandatory and you must enter a Start and End Date Time you cannot enter the same Date Time for both the Start and End i e you cannot enter zero time If the field is optional you can enter the same Start and End Date Times i e you can enter zero time Consult the Workspace Admin istrator for more information Automated Time Tracking If this feature is enabled the auto time clock is displayed in the upper right corner of the Issue above the Title field Click the pause button to stop the clock Click the pause button again to restart the clock When you submit the Issue elapsed time is recorded Comment If the Workspace administrator has enabled time tracking comments you can enter a comment here The field is limited to 255 characters Comments in the time tracking field can be viewed in the Time Spent section of an Issue and can be displayed in a report Submit Issue When you are ready to submit the Issue click Save If Auto suggest Solutions is enabled you will see an Auto Suggest button instead of a Save button see S
381. pective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 9 BMC FootPrints Service Core User Guide 11 5 When an Issue is created in BMC FootPrints Service Core 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 BMC FootPrints Service Core 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 e 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 BMC FootPrints Service Core along with a password This field should be both present and unique to all contacts User ID is the rec ommended field and also the default for all templates e Organizational Unit The o
382. pective owners Numara Software Inc and BMC Software Inc Confidential 28 BMC FootPrints Service Core User Guide 11 5 Sign out The Sign out is located at the top of BMC FootPrints Service Core pages Click the Sign out link to log out of BMC Foot Prints Service Core Preferences The Preferences option allows Agents administrators and customers if they have been configured with access to pref erences to customize their Homepage and set other personal preferences Users can change their email addresses pass words 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 e Personal Info Change your display name email address default Workspace password and more e Issue Page Options for creating and editing Issues e Homepage Define the list of Issues and columns displayed on your homepage e Dashboard Define the dashboard components that appear at the top of the main frame on your homepage e Misc Preferences Other personal preferences NOTE Most options apply to BMC FootPrints Service Core 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
383. ple Customers could be restricted from sub mitting 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 allowed 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 n
384. ponent Twitter Feeds are updated in real time however you can click the Refresh Component button on the component to update the Tweets Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 169 BMC FootPrints Service Core User Guide 11 5 e Minimize Component To minimize the component click the Minimize Component button e Delete Component To delete the component click the Delete Component button For detailed information on deleting components see Homepage Preferences Creating Issues from Twitter T
385. 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 Clickon 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 Makethe 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 Thecontent 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 Clickon 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 Thequick description signature is deleted and the Quick Description Signature pop up is displayed
386. port criteria click GO A second window displays the report results If the text file option is chosen a Windows Save As dialog box is displayed Matching Issues including Issue number starting and ending dates and times elapsed time status and priority are displayed At the end of the report the total number of records returned total elapsed time and average elapsed time are displayed NOTE ON PERMISSIONS Reports can be restricted based on a user s Role Historical reports may not be available if your role does not allow access Please consult your BMC FootPrints Service Core administrator for more information Query Statistics The query logging feature records queries that have been placed in the Simple Search field the date and time at which each query was made and whether the query came from a customer or an Agent The query statistics report performs counts on those queries based on specified criteria To access the query statistics reports select Reports Metrics then select Query statistics from the Step1 Select Report Type drop down in the main frame A Query Statistics report cannot be saved or autorun Click the GO button when you are ready This displays the criteria options Options for the query statistics reports are as follows e Date Selection Section Define the date range for searching The current date s data is never available in the report This is because the data is not entered until the day is over a Exact
387. port for all users NOTE Saving the report here only saves the report formatting options and criteria chosen in this form not the results of the report This feature can be used to run the same report in the future For example you could set the report to be run once a week Each time the report is run it returns the latest data from the current Workspace Saving report output is covered in Saving and Printing Report Data Report Templates The Workspace Administrator can create single issue report templates for printing out Purchase Orders Work Orders Return Merchandise Authorization forms RMA etc Refer to Workspace Administration for more information Knowledge Base Reports Knowledge Base reports provide data and statistics on Knowledge Base usage These are built in reports for which you select criteria Knowledge Base reports return data on internal and public solutions Statistics Reports There are three types of Statistics report Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of
388. port on the new Solution Editing Issues To edit an Issue click the word More at the end of the issue title on the homepage list then click Edit You can also click Edit on the Details page of that Issue Normally an Agent only has edit permissions for Issues to which that Agent is assigned Administrators can edit any Issue NOTE Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 54 BMC FootPrints Service Core User Guide 11 5 If you have a button on the Details page of an Issue labeled Take rather tha
389. ports 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 not the 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 retums the latest data from the current Workspace Saving report output is covered in the topic on Saving and Printing Report Data After you click GO the report is displayed in a separate browser window Large reports 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 dis plays the Details page for that Issue in the main 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 Custom Reports may not be available or some options may not appear if your role does not allow access Please consult your BMC FootPrints Service Core administrator for more information Saving and Printing Report Data Report data can be saved printed and distributed in a number of ways e HTML After the report is displayed it can be saved as an HTML file right from the browser window To save report data in a Internet Explo
390. ppointment in a pop up window Day View The default view for the Calendar see above e Preferences The user can set various options for his or her own personal Calendar The Workspace Admin istrator can set options for the current Workspace Calendar Viewing Appointments Appointments can be viewed on the Calendar in multiple ways e Day View All appointments for that day are listed on the Day View To view the details click the Title of the appointment The details are displayed in a pop up window e Week View In the Week View appointments are listed for each day in the box for that day If your preferences are set to only show a certain number of appointments on the Week view click the More link to view all appoint ments for that day Click the Title of an appointment to view the details for that appointment in a pop up window e Month Year Views Because of space limitations these views do not show individual appointments Select a day from these views and the Day View is displayed Click the Title of an appointment to view the details Navigation options for the Calendar can be found in Calendar Basics Both personal and workspace Calendar appointments can be created by Date Time fields in Issues If a Calendar appoint ment was created by an Issue s Date Time field then e The date and time from the Issue Date Time field are set as the date and time of the appointment e The Assignees on the Issue are listed as the In
391. r in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 104 BMC FootPrints Service Core User Guide 11 5 Address Book The Address Book is used for maintaining employee and or external customer contact and other information This infor mation should be relatively permanent for your end users For example data kept in the Address Book may include Depart ment Name User ID Email address Phone number Service Level etc This feature allows Agents to quickly view the latest user contact data and look up the data right from the Issue form saving time and keystrokes Topics in this chapter e Address Book Home Page e Create a New Contact e Working with Contacts e Create a New Issue from the Address Book e Address Book Searches and Reports e Address Book Administration Address Book Homepage To view the Address Book select Address Book from the BMC FootPrints Service Core Toolbar More menu The Address Book is disp
392. r the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year a Range Select this to search by a particular time period e g yesterday last Sunday etc Average Time to go from Status A to Status B e Starting Status Select the starting status e Ending Status Select the ending status e Use Work Schedule in Time Calculations Check this box if you want to include only time spent during reg ular work hours as defined in the Workspace Work Schedule e Include Issues Define the date range for searching a Created or Edited Specify exact dates to search on in the period specified o On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in o Before Issues that were created last edited before the specified date are returned leave second date blank o After Issues that were created edited after the specified date are returned leave second date blank o Between Returns Issues created last edited between the specified dates use both date fields Dates Enter the date or dates to search on Click the calendar icon to display a searchable calendar Relative Select this to search by relative
393. r trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 33 BMC FootPrints Service Core User Guide 11 5 Whichever list you choose as the default you can always view a different list by choosing another option from the drop down box on the Homepage e 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 auto matically refresh the Homepage list at intervals of 15 30 or 60 minutes If you configure BMC FootPrints Service Core to refresh every 30 minutes and then go to lunch when you come back the list is refreshed with no user inter vention required e Maximum Issues per Screen The maximum number of Issues that display at one time on the Homepage e Default Sorting Sort list by a designated field including Workspace and Address Book fields and choose a field for secondary sorting where the
394. ra Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 137 BMC FootPrints Service Core User Guide 11 5 ing quicker resolutions to recurring problems and in empowering customers to find the answers to their questions without submitting a Request Topics in this section include About Solutions Create Solution from Scratch Create Solution from an Existing Issue Viewing Solutions Knowledge Base Search Options Using the Knowledge Base to Resolve an Issue Popularity Knowledge Base Administration includes Knowledge Base Approvals Knowledge Paks from RightAnswers an Add on M
395. ra Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 185
396. rademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 90 BMC FootPrints Service Core User Guide 11 5 When a status is put in the Resolved category in the Issue Lifecycle a transition to this status not only will cause the Res olution Event to happen but will also cause the Creation Activation and Response Events to happen if these events did not already occur View the Executive Dashboard To view the Executive Dashboard select Reports from the BMC FootPrints Service Core toolbar then select Executive Dashboard from the drop down menu Make Executive Dashboard the Default Page You can make the Executive Dashboard your default page when you log into BMC FootPrints Service Core This means that the Executive Dashboard is the first page you see when you log in This is useful for people who want to view the Exec utive Dashboard reports but have no need to learn anything else about navigating within BMC FootPrints Service Core To make the Executive Dashboard your default homepage you must edit the Personal Info tab of your Preferences Refer to Customizing Your Preferences for details Remove a Report To remove a report from the Executive Dashboard click the trash can icon beside the report name If a report is removed and you wish to restore it you must click the Change Dashboard link at the top of the reports view and then click the Add Now button for the report Any cus
397. rate reports can be viewed at the same time in the same place Complex searches with a number of filtering options can be configured as reports and viewed as graphs Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 21 BMC FootPrints Service Core User Guide 11 5 Users who only want to view the Executive Dashboard can set the Executive Dashboard as their homepage so that when they log into BMC FootPrints Service Core they are immediately presented with the Executive Dashboard reports they have chosen and don
398. rate service desk e Customer survey e Facilities management e HIPAA management e Human resources management Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 1 BMC FootPrints Service Core User Guide 11 5 e Incident Problem management e Issue tracking e IT outsourcing e Resource management e Sales tracking e Service catalog e Software change management e SOX financial control management e SOX IT change management e Training management The primary feature that makes BMC FootPrints Service C
399. rds in the exclusion list are included in the report o Review Edit Exclusion List This link enables you to enter words in the exclusion list or to review thelist Administrators can edit the list Users without administrator privileges cannot edit the list To edit the list click the link type the word in the box with just one word permitted per line and then click the GO button When you finish selecting options click there GO button to generate the report Understanding the Query Report Query statistics are intended to demonstrate which queries are repeated frequently and therefore can be used as a basis for product design If a question keeps coming up time and again the query statistics will show that repetition and there fore provide a pointer to a solution For example if the query logs show that customers frequently want to know the meaning of an acronym that is used as a label on the GUI you may want to use the full name in the GUI or use a more meaningful name to eliminate the questions Questions that show Agents do not understand some function or other may require a change to Agent training When you read the report you should be aware that the totals will differ depending on whether you count and sort by key word or by entire line If you count and sort by the entire line then the number of queries processed will equal the number of instances found If you count and sort by keyword the number of queries processed will no
400. re Quick Issue templates that have subtask templates associated with them Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 57 BMC FootPrints Service Core User Guide 11 5 As long as one Quick Issue or Master Quick Issue template has been created a drop down field is provided above the Title field when creating or editing an Issue that allows the Agent to convert the Issue to a Quick Issue or Master Quick Issue If the regular Issue is converted to a Master Quick Issue all of the associated subtasks are created
401. re also updated Description When a Description is appended to a Global Issue it is appended to all associated GlobalLinks unless the Include Appended Description option is unchecked Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 156 BMC FootPrints Service Core User Guide 11 5 e Email notifications are sent when changes are made to the Global Issue a When changes are made to the Global Issue all Agents who have at least one GlobalLink linked to the Global Issue receive an email notification abou
402. re is a match in the primary sorting column the secondary sorting column determines the order in which the Issues are displayed Select descending highest to lowest or ascending from lowest to highest order e Homepage columns Select which columns to display and in what order For example to display the Issue Type field a For Type of Field choose FootPrints fields a Highlight Issue Type under Available Fields Click AddField Issue Type is displayed in the Displayed Fields box 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 a Todelete a field highlight the field in the Displayed Fields box and click Delete e Title Column Options These options affect the display of the Titles Descriptions and Quick Links in the Title column The options work together to achieve different results as follows a If o Title Column Format Include Collapsed Description in Title and Quick Links Display Always Include Quick Links e e Then acollapsed shortened version of the Description is included in the Title column and Quick Links are dis played Clicking the more link in the Title column displays an expanded version of the Description a If o Title Column Format Include Collapsed Description in Title and 9 Quick Links Display Only Include Quick Links with Expanded Description Then a collapsed shortened version of the Description is
403. re the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 13 BMC FootPrints Service Core User Guide 11 5 Customer Self service Customers in BMC FootPrints Service Core 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 usertype is appropriate for both employee Customers and external Customers of your organ ization With respect to security for self service Customers BMC FootPrints Service Core 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 e Character single or multiple line This type of field can contain any type of data such as alpha numeric or spe cial 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
404. red trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 177 BMC FootPrints Service Core User Guide 11 5 Dynamic LDAP Address Book An address book using Dynamic LDAP as the data source this requires the BMC FootPrints Service Core Dynamic Address Book Link add on module Dynamic Link A link between Issues in which changes made to fields in one Issue are automatically reflected in the other Issue Dynamic SQL Address Book An add on module that allows FootPrints access to Address Book entries maintained in a SQL database table not main tained by the FootPrints infrastructure Email Filter A feature that allows FootPrints to block sending and receiving email from certain email accounts or domains Executive Dashboard Executive Dashboard provides a customizable overview of the performance of your service desk Agents with access to Executive Dashboard can set the types of data they wish to display and observe that data seeing it change dynamically as the Executive Dashboard is refreshed G 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 Cus tomer can link the Iss
405. reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 18 BMC FootPrints Service Core User Guide 11 5 Microsoft System Center Configuration Manager SMS is only available for systems running the Windows OS BMC FootPrints Asset Core With BMC FootPrints Asset Core you can track all hardware and software assets BMC FootPrints Asset Core allows Agents to incorporate asset data into Issues by performing lookups in the asset management database Asset data is fully integrated with BMC FootPrints Service Core Issue management Agents can get automatic snapshots of users con figurations including platform hardware and software information and save the information as part of the Issue record For deta
406. registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 89 BMC FootPrints Service Core User Guide 11 5 Creation Event Activation Event Response Event Resolution Event Closure Event A change in status causes an event in the issue lifecycle to be recorded For example changing from Inactive to Open can cause the Activation Event Events are defined as follows e Creation The event that marks the creation of an issue An issue is not necessarily Active when it is Created Some activity such as assignment may have to occur before the issue is considered to be Active e Activation The event that marks the activation of an issue Before this event happened the issue was not con sidered Active This event happens once in the lifecycle of an Issue Activation usually is not undone but it can be undone if an issue goes back to a Pre Active status in this case the system considers the Activation Event as not having occurred and it is erased from the reporting history An issue is Active from the time it is Activated until reaches Resolution e Response The event that marks an issue as being responded to by an agent This event happens once in the lifetime of an issue This event cannot be undone Transitioning from a Responded status to a not Responded status does not change the fact that the Responded status already happened An issue is considered Responded to from the
407. registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 101 BMC FootPrints Service Core User Guide 11 5 Used Solutions that were used on before after or between depending on the drop down selection you make next the specified date s are returned leave second date blank for all but between NOTE When on a single date is chosen and you are reporting by month the report contains Solutions for the month that date is in If on a single date is chosen and you are reporting by week the report contains Issues for the week the date is in e Relative Searches by relative date allowing you to create a search or report that for example retums Solutions for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year e Range Select this to search by a particular time period e g yesterday last Sunday etc 1 Click GO The report is returned If you elected to Export the file you will be asked if you want to open or save the file Lifecycle Reports Lifecycle reports retum the amount of time a solution spent in a particular part of its lifecycle following creations Types of lifecycl
408. rer 1 Select File Save As in the browser 2 Enter a name under which to save file 3 Selectthe type of file to save report as e g HTML for Save as type 4 Browsein the Save In dialog to choose where on the local machine to save the file 5 Clickthe Save button a Firefox 1 SelectFile Save Page As 2 Select All Files for Save as type 3 Enter a name to save file as in File name and include the html extension in the name For example to save the report as My Report the name should be My Report html 4 Use Save In to choose where to save the file 5 Click the Save button e Text File lf Export is chosen for report style report data is saved to your local machine After you click GO a Save As dialog box is displayed Select where on your local machine or network to save the file and click Save e Printing Reports can be printed right from the browser Select File Print to display the browser s Print dialog box If the report is wider than the screen choose Landscape orientation There are certain functions of the Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg
409. restricted based on your role Please consult your BMC FootPrints Service Core administrator for more information e Submitted by lf a user or users are selected the search returns only Issues created by that user e Priority Returns only Issues of the specified priority or priorities Highlight the priorities to be included hold down the CTRL key to highlight multiple priorities To return all priorities no priorities need to be selected this has the same result as selecting all priorities Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc an
410. rganization 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 con tacts in the Address Book are grouped by the field Contacts Contact is the default name given to a record in the BMC FootPrints Service Core 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 BMC FootPrints Service Core allows you to dynamically link to any LDAP source and pop ulate 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 BMC Foot Prints Service Core Master Contact Record The Master Contact Record provides an easy way to organize contacts with a common factor such as company with contacts that share the same factor inheriting properties from the master company record 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 Mas
411. rics Generate reports for statistical and historical analysis e Cross Workspace Reporting Create custom reports across multiple Workspaces e Time Tracking Reports Generate time tracking and billing reports e Report Templates Create single issue report templates for printing out Purchase Orders Work Orders RMAs etc e Auto Run Reports Schedule custom reports to be generated and emailed automatically on certain days times e Change Manager Reports lf you have the Change Manager add on module you can run reports on Issues that are part of a Change Manager workflow e Knowledge Base Reports Knowledge Base reports provide data and statistics on Knowledge Base usage Knowl edge Base reports return data on internal and public solutions Single Issue Report This option appears on the Details page for an Issue Click Report on the Details page to display a printable report of the Issue Only the fields that contain data appear in the report This report is useful when you need to quickly print the details of an Issue To display a single issue report click the Report button on the Details page of the issue select a report format from the drop down and then click the GO button If the chosen format is not support the report is not displayed Other features e Master Issue reports contain a list of all Subtasks Global Issues contain a list of all GlobalLinks e If one or more Report Templates are configured an option to form
412. ries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 59 BMC FootPrints Service Core User Guide 11 5 Linking Issues In addition to linking Issues by either copying an Issue creating a Master Issue Subtask relationship or via GlobalLinks Issues can be linked directly to one another This can be done with a static link in which changes to one Issue do not affect the data within the other Issue or with a dynamic link in which changes to one Issue s status are reflected in the other Issue Issues can be linked within a Workspace or across Workspaces NOTE The Workspace s Issue workflow rules dictate the fields that get updated for a dynamic link To link Issues Before creating the link obtain the Issue number of the second Issue you want to link Go to the Details page of the first Issue you are linking Click the Link icon at the top of the page A Make link to Existing Issue Solution window is displayed Select the Workspace where the second Issue resides using the Workspace drop down field Enter the Issue number of the second Issue to which you want to create a link Select a Link Type Static or Dynamic using the radio buttons Click GO The link is created EM IER ME S NU E Unlinking Issues Issues that are linked can be unlinked if you no longer wish the two Issues to be associated with each other Issues that are linked
413. rints Service Core From within BMC FootPrints Serv ice Core sales representatives can access their customer Address Books that are stored in the sales automation tool a BMC FootPrints Service Core Integration with Sales CRM powered by SalesNet NOTE Live eSupport and the LANSurveyor integration are no longer supported 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 Getting Help Help is available from within BMC FootPrints Service Core To access the online Help click the Help link at the top right of the BMC FootPrints Service Core header A new browser window is displayed containing information tailored to Customer users e The Help system includes a Table of Contents Help topics tailored for customers are found in the Customer Self Service section e A Glossary is available to give definitions for common terms used in BMC FootPrints Service Core e The Index and Search features can be used to find topics by keyword e Context sensitive help links are available throughout the BMC FootPrints Service Core system Click the Help link at the top right of the BMC FootPrints Service Core header to obtain context sensitive help Other documentation is available including e BMC FootPrints Service Core Adm
414. rk Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 11 BMC FootPrints Service Core User Guide 11 5 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 con figure permissions on either a Workspace level or system wide For exam
415. rks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 31 BMC FootPrints Service Core User Guide 11 5 e Require Password for Issues Require a password to save changes to an Issue This is enabled on a per Work space 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 char acter 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 Work space If the Agent selects a name from the drop down the Description field is
416. roblems assigned to each member and use staff resources in the most effective manner Topics in this chapter include e Searching m About Searching introduction to search topics wm Quick Search Available from anywhere in BMC FootPrints Service Core from the top frame Search by keyword or Issue number Built in Queues Homepage queues available in BMC FootPrints Service Core Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 61 BMC FootPrints Service Core User Guide 11 5 e Reports Searchi
417. rom the Workspace or personal Calendar 2 Click Check Availability The Agent Availability matrix window opens 3 After reviewing the matrix check the box es next to the names of the Agents you wish to invite to the appointment If you allow the cursor to hover over an unavailable time slot a small pop up is displayed showing the reason that the Agent is unavailable NOTE You will get a warning message if you select the name of an Agent whose time is not free for the scheduled appointment if the Auto check Availability option is enabled 4 Click GO The Create Appointment page is displayed The names of the Agents you checked are included in the list of invitees Checking Availability for an Issue When creating or editing an Issue you can check your availability or the schedules of Agents right from the Create or Edit issue screen 1 Select Check Availability from the Assignee section of the Create Issue or Edit Issue page Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective
418. rts may not be available if your role does not allow access Please consult your BMC FootPrints Service Core administrator for more information NOTE Cross workspace reports do not work for a person who is an Agent in one Workspace and a customer in another If an Agent creates a Cross workspace report the results do not contain Issues from the Workspace in which the Agent is a cus tomer Time Tracking Reports The BMC FootPrints Service Core Flashboard feature displays customizable up to the minute graphical reports of Service Desk and Workspace activity There are two types of Flashboard The Workspace Flashboard is only available to Work space and System Administrators and reflects activity for the current Workspace 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 Work space You can track the time spent by internal users working on Issues Only data from Issues that contain Time Track ing data are included in the report Reports can be used to assess how your team s resources are being allocated to justify staff changes and to produce time tracking and billing information for charge backs and customer billing To generate meaningful Time Tracking reports you must configure the following options e Time Tracking Field Configure the Time Tracking feature to automatically track the time Agents spend work ing on Issues orto require
419. s FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 120 BMC FootPrints Service Core User Guide 11 5 Linking Appointments to Issues Linking Appointments to Issues The BMC FootPrints Service Core Calendar can be used strictly to track appointments added manually to the Calendar by Workspace members It can be even more powerful if appointments and Issues are linked together 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 Appointments can also be created automatically from the Create Issue and Edit Issue screen Some practical applications for linking appointments and Issues include e Showing when Agents are scheduled to work on specific Issues for scheduling purposes e Scheduling field service technicians to work on jobs which came in as BMC FootPrints Service Core Issues e Scheduling Workspace or Team meetings related to a particular B
420. s registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 71 BMC FootPrints Service Core User Guide 11 5 6 Ifoneor more Report Templates are configured an option to format the Issues using one of the templates is available If a cus tom Report Template is used each Issue selected is displayed in a separate window for printing purposes If Summary is selected all Issues are contained in one window Custom Reports The Custom Reports feature allows you to create report templates based on any combination of criteria with many for matting 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 Report Options NOTE The names of many of the fields in BMC FootPrints Service Core 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 BMC FootPrints
421. s can be configured to govern the length of a password minimum and maximum number of characters whether letters and or numbers and or punctuation characters are required and case sensitivity Personal Calendar A web based calendar for a FootPrints Agent that can contain appointments meetings and jobs for that user Personal Report A FootPrints report created by an Agent that is only available to that Agent 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 Foot Prints 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 add
422. s email address BMC FootPrints Service Core makes the link and places the Address Book data into the Issue record Auto assignment The BMC FootPrints Service Core auto assignment feature allows you to specify users to be assigned automatically to Issues based on a custom choice field New Issue and Request submissions via email can be auto assigned by including the choice field data in the body of the email submission in the form Field Name data where FieldName is the name of the choice field and data is the field data The user s associated with the specified choice are automatically assigned to the Issue and receive notification email For information on configuring auto assignment refer to the Workspace Administration topic on Auto Assign The default priority is automatically given to all new email submissions Refer to Priorities for additional information Email addresses copied CC on an incoming email submission to BMC FootPrints Service Core are auto matically added to the permanent CC list for that Issue The Agent or administrator who takes the Issue can remove the CCs To submit workspace or Address Book field information 1 Inthe body of the email include a line for each Workspace field to be submitted 2 The Workspace field data must be in the form fieldname data For example if the name of the field is Problem type and the data is Software the line should be problem type software NOTE By default
423. s that were created edited after the date entered are returned leave second date blank o Between Returns Issues created last edited between the dates specified use both date fields Relative Searches by relative date allowing you to create a search or report that returns Issues for exam ple for the last month Select a number from the first drop down 1 31 and select the period from the second drop down Day Week Month or Year Range Select this to search by a particular time period e g yesterday last Sunday etc e Breakdown by Specify whether to display subtotaled results by agent customer team or neither Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in
424. s the default Click GO The report results are displayed in a separate browser window If the report template is of Export style the Save As Windows dialog is displayed instead Edit a Saved or Shared Report ev Mio S s Select Reports My Reports from the BMC FootPrints Service Core Toolbar Select the report you want to edit from the Personal Reports or Shared Reports drop down Select Edit above the corresponding drop down Click GO The Custom Report page is displayed pre filled with the report criteria and formatting options Make your changes To save the edited report with the same name as the original leave the name in the Save this Report As text box as is To save it as a new report enter a different name Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara
425. s the status field of the BMC FootPrints Service Core Issue according to what you specified when you configured this feature in BMC FootPrints Service Core a Calendar Write calendar appointments between BMC FootPrints Service Core and the PIM e Personal Category Select whether to synchronize Personal Category data this tab displays for Palm HotSync only a Synchronize Personal Category a Do not synchronize Personal Category 6 When you have configured all of your settings on the tabs click the OK button The Information Manager Settings window dis plays again 7 Click the Next button The Synchronization Settings window displays 8 Select how you want your PIM synchronized with BMC FootPrints Service Core e Synchronize once each day at time Use the drop downs to select the time of day at which the BMC FootPrints Sync client will perform synchronization You can still synchronize on demand by clicking the Synchronize button from the BMC FootPrints Sync client interface e Synchronize every hours Use the drop down to schedule synchronization every X hours You can still synchronize on demand by clicking the Synchronize button from the BMC FootPrints Sync client interface or by double clicking theBMC FootPrints Sync icon Because synchronization can be demanding on the server auto synchronization can be scheduled with a maximum frequency of once per hour per user If immediate synchronization is required double click the Fo
426. s will be displayed in alphabetical order based on the field you select here For example if you have two Master Contact Record fields named Company and Service Level and you choose to order the search results according to the Service Level then Bronze is displayed in the results before Gold e And Or Display only those records that match all fields by selecting And or display records that match any fields by selecting Or e Anchored Non anchored When you select the Anchored option BMC FootPrints Service Core searches for matching records starting with the first letter of the Master Contact Record fields If you select Non anchored BMC FootPrints Service Core searches for any records that match the field data you provided regardless of where that string appears in the field For example if you perform a non anchored search with idge entered in the Com pany field BMC FootPrints Service Core would display Master Contact Records for companies with names like Widget and North Ridge e Data Encoding Select server default UTF 8 or UTF 8 with Signature from the drop down list e Server default The default encoding that is in use for the BMC FootPrints Service Core server Leave this as the selection if you are unsure about which choice to make e UTF 8 UTF 8 is very universal and handles pretty much all scripts If you have any problems with garbled characters in the output and are not exporting the output to an application such
427. scalation email based on one of these rules NOTE Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 129 BMC FootPrints Service Core User Guide 11 5 Escalation emails may also be sent to your wireless device The administrator usually configures these to include minimal text Customer Requests You may receive email notification when a customer registers a new Request to the system These emails are similar to the regular email notification and contain all of the information about the user s Request You c
428. sender 3 Add the user s Twitter username to the Twitter ID field in his Contact information in the Workspace s Address Book e g username Agents 1 Customize your user preferences to capture Twitter tweets on your Homepage a Add the Twitter dashboard component to your Homepage 2 Monitor the Tweets and create Issues from them as necessary 3 Respond to user from the Issue page optional Customers 1 Send Twitter Tweets mentioning your organization s Twitter username optional 2 Track Issuescreated from your Tweets in the Customer Service Portal Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks
429. signed requests from Customers e Team Assignments Active Issues for your Team only displayed if you belong to a Team e 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 Manager approvers only Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 43 BMC FootPrints Service Core User Guide 11 5 e My Active Approvals and Assignments Lists all Issues for which the Agent is an approver the Ag
430. sive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 153 BMC FootPrints Service Core User Guide 11 5 To use a Master Quick Issue template follow the same procedure as for using a Quick Issue refer to Using Quick Issue Tem plates When you have completed the procedure the Master Issue is created and is automatically added to the queue of the Agent s assigned to the Master Issue One or more associated subtasks are also created automatically and assigned to the appropriate users For example the Network Administrator is assigned to create a new network ID for the employee the Telephony Administrator is assigned to get the employee a new phone and the Inventory Control team is assigned to get the user a new PC If the email setting was set to email the assignees and or customer email notifications are also sent for the Master Issue and Subtasks NOTE The name of this feature depends on the name given to records in BMC FootPrints Service Core for the sys tem Workspace For example if the name Call has been defined for records in the current Workspa
431. solved Issues Solutions can be imported into the Knowledge Base Refer to Importing Issue Data for more information Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 138 BMC FootPrints Service Core User Guide 11 5 Create Solution from Scratch 1 Mouse over the New Issue button on the toolbar and select Add to KB from the menu that is displayed If you do not have the Add to KB option you do not have permission to create Solutions 2 TheCreate Solution page is displayed 3 Knowledge Base Select th
432. space escalation update the other when one is updated When the new Issue is updated common fields in the originating Issue like Description Title Priority etc are also updated The same changes are made to the new Issue when the originating Issue is updated The rules for this workflow are customizable by the Workspace Administrator in each Workspace under Issue Workflow Move an Issue to Another Workspace 1 2 On the BMC FootPrints Service Core Homepage click the number of the Issue to access the Details page of that Issue On the Details page click Copy Move To move the Issue to the destination Workspace and close the Issue in the current workspace choose Move to Another Workspace A new page is displayed Select a destination Workspace from the list The list contains all active Workspaces Click GO The Move Issue to Another Workspace page is displayed A list of Workspaces members for the destination Workspace is displayed Select one or more assignees by high lighting the names and pressing the CTRL key then click GO The users selected are assigned to the Issue in the new Workspace The assignees of the Issue in the originating workspace are not affected You can also choose to be copied via email on changes to the new Issue Click GO A new page is displayed Any Workspace fields in the current Workspace that do not match the fields in the destination Workspace are displayed To append the data from those fields to the
433. ss to Executive Dashboard can set the types of data they wish to display and observe that data seeing it change dynamically as the Executive Dashboard is refreshed For detailed information refer to the BMC FootPrints Service Core Reference Manual Access to the Executive Dashboard is enabled by the Workspace Administrator Individual agents with Executive Dash board access set e Whether the BMC FootPrints Service Core homepage or the Executive Dashboard is the default page when they log in to BMC FootPrints Service Core e Thereports they see in Executive Dashboard When the Executive Dashboard is first displayed it shows all of the built in reports You can then edit or discard the reports to display only the information you want to see Built in Executive Dashboard reports are click the links to view the details of how to edit each type of report e Statistics Report This is similar to an Activity Report and can show for example your totals and carryover for a period how many issues were created closed active etc e Watchlist Report You can watch a problem type or other field and track how many of those problems were created or activated during a specific period day week month quarter or year If you use saved searches to track this type of information the Executive Dashboard allows you to create a Watchlist that replaces those searches and see everything at a glance because multiple fields can be watched in one Watchlis
434. sses When a subtask is created for an Issue the originating Issue automatically becomes a Master Issue of that subtask Mul tiple subtasks can be created for an Issue As an example numerous tasks must be accomplished when a new hire is per formed BMC FootPrints Service Core users often create a Master Issue for new hires Each task 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 BMC FootPrints Service Core 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be reg
435. ssue in this way does not remove the Issue from the database but only changes its status to Deleted which provide an intermediate step to archiving and purging Issues from the Workspace Issues with Deleted status do not appear in searches or reports unless specifically requested Workspace and System Administrators can also undelete an Issue To undelete an Issue 1 Onthe BMC FootPrints Service Core Homepage choose Deleted from the Display drop down box All deleted Issues are dis played 2 Click Edit for the Issue to be undeleted Click the Undelete icon at the top of the page A new page is displayed with instructions to change the Issue status 4 Under Status change the status and click the GO icon The Status is changed and the Issue is returned to the Workspace Converting Regular Issues to 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 Admin istrator can create an unlimited number of templates which are available to all Agents from the BMC FootPrints Service Core Toolbar Master Quick Issue templates a
436. st and Issue creation through email Otherwise only updates to Issues are allowed through the email inter face This option is enabled by default To allow incoming email submission 1 Select Administration Workspace Mail Preferences 2 Under Incoming Email Submissions check the boxes to allow customers and or Agents to create Issues via email As an Agent the following information can be included in an email to BMC FootPrints Service Core Please check with your administrator for the correct address When Agents and administrators send email to the designated BMC FootPrints Service Core account the email becomes an Issue BMC FootPrints Service Core detects that the user is an Agent administrator by the email address and Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numar
437. st edited based on the 24 hour clock Available for Reports only e 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 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 Schedule e Advanced Action Criteria Click the checkbox to indicate that the issue has an associated Advanced Action that requires workflow i e an approval via Change Manager or some other factor before execution on the asset This checkbox only applies if you have the BMC FootPrints Asset Core e Include Only x number of Issues found Restrict the results to the first or last x number of Issues specified for example First 20 Issues Available for Reports only e Include only Issue Numbers Restricts the search to a defined range of Issue numbers e Advanced Date Time Controls The following Pending Clock options apply to the Time to Close and Age calculations available for Reports only Don t include time outside of the Workspace Work Schedule If this is checked the calculations do not include after hours time based on the work schedule for the workspace This option only affects output fields for reports such as Age of Issue It does no
438. st way to deter Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 49 BMC FootPrints Service Core User Guide 11 5 mine whether all mandatory fields have been completed is to submit the Issue If any mandatory fields have not been com pleted BMC FootPrints Service Core will display a window listing the incomplete fields Working with Issues Many options are available for an Issue from the Details screen for that Issue They include e Details Display details of Issue default e Edit Editthe Issue onl
439. stant Talk sessions with you you ll still be able to initiate Instant Talk ses sions with them and with other Agents NOTE This option only applies if Instant Talk is enabled Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 37 BMC FootPrints Service Core User Guide 11 5 e 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
440. stration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 46 BMC FootPrints Service Core User Guide 11 5 To use Quick Search 1 Select 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 e Address Home Go to your Address Book Homepage e Create Contact Create a new contact in the Address Book e Contact Search Perform detailed search of the Address Book bas
441. stration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 175 BMC FootPrints Service Core User Guide 11 5 Character Single Line A type of field that can accept one line of data Chart A graphic or diagram that displays data or the relationships between sets of data in pictorial rather than numeric form Closed Status of an Issue when completed Contact The default name given to a record in the FootPrints Address Book Normally contains a customer s name email address phone number etc Cross workspace report Across Workspaces such as searches or reports that can be created that include more data from more than one Work space 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 cus tomer 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 cus tomers 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
442. sues can be updated via email You can respond to a BMC FootPrints Serv ice Core email notification and have your response threaded to that Issue Fields like Priority Status and custom fields can be updated as well BMC FootPrints Service Core automatically appends incoming email to the correct Issue in the correct Workspace The Workspace ID number and Issue number are included in the subject of all BMC FootPrints Service Core notification email You can reply to the mail leaving the subject intact and including new information at the top of the email and the reply is automatically appended to the correct Issue in the correct Workspace In this way an Agent and customer can have an email conversation that is seamlessly tracked by BMC FootPrints Service Core To respond to an email notification 1 In your email reader Microsoft Outlook Lotus Notes etc reply to a BMC FootPrints Service Core email notification 2 Type your response above the line that states When replying type your text above this line In this way BMC Foot Prints Service Core only takes the latest information that you add eliminating duplication in the Description You must enter your reply above this line BMC FootPrints Service Core does not append anything below the line to an Issue 3 Donottouch the subject of the email it contains important information about the Issue and Workspace IDs and is needed by BMC FootPrints Service Core to update the correct Issue 4
443. sues in the Workspace database only available if you have rights to see all Issues in the Work space otherwise it displays only Issues you have rights to see e Global Issues All active Global Issues for the Workspace e Deleted Issues Deleted Issues administrators only Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 63 BMC FootPrints Service Core User Guide 11 5 e Requests Requests submitted by Customers see below e Knowledge Base Displays Solutions from the Knowledge Base Internal
444. sues 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 e refresh the component 9 e collapse the component e expand the component e 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 Note that while the dashboard is load ing the user can continue to work in BMC FootPrints Service Core The components that can be added to the dashboard for display on the homepage are e Chart When you select this component you then select which chart to display from a drop down field Options are Received vs Closed and Active Issues If you select Received vs Closed you must select the time period for which BMC FootPrints Service Core will account and whether to display your Issues only or the entire Work space s Issues The component then displays the Issues that were received and the Issues that were closed dur ing the designated period for the designated
445. symbol time rate description The above syntax would set the billing rate to a description that was set by the administrator a Comment Enter a single line of text as a time tracking comment If the mail client wraps it to multiple lines the other lines will be lost in the time tracking comments but the rest of the comment will be included as part of the description The syntax for entering a time tracking comment is as follows comment single line of text Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 1
446. t e Service Level Agreement SLA report SLAs may include agreements regarding thresholds That is they may require a specific amount of up time for a customer The SLA report allows you to specify the thresholds and see how agents are doing in maintaining them For example if the minimum threshold is 9396 up time the report might show a line that is green when safely above the threshold yellow when the threshold is being approached and red when the threshold is breached Agents can create reports tied to specific service levels so that one report might be for the Platinum service level and another might be for the Gold service level and so on or combine all service levels in one report e Resolution Rate Report A First Contact Resolution Rate and a Resolution Rate report are combined so that you can watch the convergence of those two types of information in one place The periods to be observed per day week month quarter and year are configurable e Activity Report A line graph tells you how many issues were active for a specific period so that you can observe the activity at various points For example if you tracked activity during the month you might see how many issues were created on each day how many were closed on each day etc This enables you to see where activ ity spikes for different statuses Issue Lifecycle The Issue Lifecycle is defined by five events Creation Activation Response Resolution and
447. t affect the data in the original Issue The Solution receives a new reference number Viewing Solutions To view solutions e Select More Knowledge Base or e Select Solutions from the Workspace dashboard component or e Select Solutions from the Display Drop down Types of solutions you can view are 1 Internal Solutions Select Internal Solutions from the Display drop down list or the Workspace Totals box on the BMC Foot Prints Service Core Homepage Internal Solutions are only viewable by Agents and administrators and usually have more detailed or technical information than Public Solutions 2 Solutions Select Solutions from the Display drop down list or the Workspace Totals box on the BMC FootPrints Service Core Homepage Solutions are viewable by both Agents and customers Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered
448. t and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 170 BMC FootPrints Service Core User Guide 11 5 affecting the final outcome of the decision If the phase does not end before you have the chance you can go back and change your vote to Approve or Disapprove as you see fit If you defer you continue receiving reminder emails When approval criteria have been met the Issue is moved into another phase of the process or the process of approvals is completed Voters may be required to vote on only one phase or multiple phases in the process e End this phase Override all voting Some voters may be assigned the privilege of ending the phase entirely on the authority of their vote This is a configurable option and is not present on all ballots NOTE If you cast your vote before entering comments the vote is recorded and the Details page changes to show the result of your vote See below for information on how to change your vote which allows you to add comments if you voted but did not include comments at that time e Extended Voting Details Extended Voting Details include Issue number process name process d
449. t apply to criteria on which BMC FootPrints Service Core searches even though it appears as an option in the criteria section of the page What that means is for example if you set criteria for reports that have aged five days or more when assembling the set of reports BMC Foot Prints Service Core will not take this option into account and will use real time to determine whether the Issue is five days old or older When the report is displayed however the Age of Issue will take the Workspace Work Schedule into account Don t include time Issues spent in the following Statuses Select one more statuses Pending Waiting for Customer etc to exclude time spent for the Time to Close and Age calculations NOTE These time calculations are always based on the time zone in which the server resides e Order Search Results by Order the Issues returned by the specified field descending most recent or highest first or ascending oldest or lowest first By default Issues returned are ordered by Issue number descending This overrides your preferences e And Or If And is chosen Issues must match ALL criteria chosen above this is the default If Or is chosen only one criterion must be met 5 Save Run Tab Save the search criteria as a queue Select Personal to save search for yourself Select Shared Internal to share your search with other internal BMC FootPrints Service Core users Shared Public is available for reports
450. t counted Voting for this phase ended Your vote for Issue s Process s Phase s was not counted The ballot was not clear Your vote for Issue s Process Vos Phase s was not counted Reason not known a Your vote for Issue Vos Process s Phase s was not counted Your email address did not match our records Your vote for Issue Vos Process s Phase s was not counted This is not the correct work space a Your vote was not counted The security ID was invalid a Your vote was not counted The security ID was not found Override Votes Super approvers A Super approver is empowered to end any phase immediately on the authority of his or her vote only A super approver s vote overrides all other votes in the phase If you are empowered with super approver status and want to end the phase on your own authority check the End this phase Override all voting checkbox A warning message is then displayed Cast your vote to approve or disapprove and the phase is ended When the phase ends it follows the normal procedure configured for approval or disapproval depending on which way the super approver voted Viewing the Change Manager Audit Trail If you are a member of a role with permission to view Change Manager history and run Change Manager reports a voting history is provided in addition to the three tabs that comprise the regular Issue history see the online help or Ref
451. t field You can also use the Quick or Advanced Search options to search on other fields 2 Once you have found the contact click the hypertext link for that contact display the details 3 Click New Issue on the BMC FootPrints Service Core toolbar 4 The New Issue page is displayed in the main BMC FootPrints Service Core window and the contact s information is pre filled in the Contact Information The Address Book window remains active but in the background 5 Fill outthe rest of the Issue as described in Create Test Issue and click Save The new Issue is registered and given a number Address Book Searches and Reports Address Book Search and Report Options The search options for the Address Book are e A Z links Click a link to list the contacts for that letter or number The field it refers to is the first field in the Address Book By default this is Last Name but it could be any field such as Company Department etc e Quick Search The quick search option appears in the top frame of the Address Book Search for a name in the first or second Address Book field This search is always anchored to the beginning of the field For example if Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration
452. t necessarily match the number of word instances found in those queries Saved Metric Reports Saved metric reports are available to individual users based on their role privileges Saved metric reports can be auto run Auto run is only available to administrators Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 88 BMC FootPrints Service Core User Guide 11 5 Executive Dashboard Introduction Executive Dashboard provides business intelligence regarding the performance of your service desk Agents with acce
453. t need to understand anything more about navigating BMC FootPrints Service Core Some specific types of Executive Dashboard report are built in to BMC FootPrints Service Core e Service Level Agreement SLA report SLAs may include agreements regarding thresholds That is they may require a specific amount of up time for a customer The SLA report allows you to specify the thresholds and see how agents are doing in maintaining them For example if the minimum threshold is 9396 up time the report might show a line that is green when safely above the threshold yellow when the threshold is being approached and red when the threshold is breached e Resolution Rate Report A First Contact Resolution Rate and a Resolution Rate report are combined so that you can watch the convergence of those two types of information in one place The periods to be observed per day week month quarter and year are configurable e Watchlist Report You can watch a problem type or other field and track how many of those problems were created during a specific period day week month quarter or year If you use saved searches to track this type of information the Executive Dashboard allows you to create a Watchlist that replaces those searches and see everything at a glance because multiple fields can be watched in one Watchlist e Activity Report A line graph tells you how many Issues were active for a specific period so that you can observe the acti
454. t the change one per Agent not one per Glob alLink a If changes are made the Status or Description fields of the Global Issue the customer contacts for each GlobalLink receive an email notification provided that email notification is enabled for cus tomers The Agent or Team assigned to the Global Issue also receives email notification for any changes e When the Global Issue is resolved it can be closed along with all related GlobalLinks at the same time Updating GlobalLinks When GlobalLinks are updated the originating Global Issue is not affected nor are the other GlobalLinks Update that affects all related GlobalLinks to the Description or Status must be done from the main Global Issue Deleting Global Issues Global Issues can be deleted by anyone who has delete rights to that Global Issue Deleting a Global Issue does not delete the related GlobalLinks it only removes the links To delete the Global Issue 1 Select Delete from the menu on the Details page of the Global Issue 2 Adialog box appears prompting you to confirm the deletion Click OK to continue or Cancel to cancel the deletion The Global Issue is deleted The link is removed from associated GlobalLinks turning them back into regular Issues Closing Global Issues Global Issues are used to designate important or frequently reported Issues that will affect many users for example a Sys tem Down failure that will be reported by many users One of the ma
455. t with the resized column The column resizing will take effect on the next refresh of the homepage Col umn resizing persists if an agent logs off and back on or takes some other action Resizing Restrictions The following restrictions apply to resizing columns e The Status and Priority columns can be sized to no less than 50 pixels wide unless another field is added e The Title column can be sized to no less than 250 pixels wide e Other columns can be sized down to fit just the first letter of the field name plus where indicates that the full field name is not displayed plus the sorting icon Display Drop down Above the home page list is the display drop down box This list contains built in and custom lists and searches Agents can customize this list via the Preferences link on the BMC FootPrints Service Core By selecting an option the home page list changes to the queue selected automatically To refresh the current list click Refresh 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 Manager approver etc e My Assignments The most recent active Issues assigned to you Shown by default e My Assignments in All Workspaces Active Issues assigned to you in all Workspaces only displayed if you belong to multiple Workspaces e My Assignments and Requests Active Issues assigned to you and unas
456. tPrints Service Core Homepage After successful login the BMC FootPrints Service Core Homepage is displayed The Homepage is the starting point of your BMC FootPrints Service Core Workspace You can retum to the home page at any time by clicking the Home but ton on the toolbar The homepage is displayed in two logical areas divided by the toolbar Above the toolbar from left to right are the BMC FootPrints Service Core logo the Quick Search field for searching for Issues the greeting which displays the user s name the Sign out link for logging out of BMC FootPrints Service Core 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 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 BMC FootPrints Service Core toolbar displays the following options Home for displaying the home page New Issues for opening a new Issue Reports for accessing reporting functions Administration only visible to those with administrator privileges for accessing administration functions More for additional functions Above the Toolbar
457. tPrints Service Core User ID password and the URL for the location of the BMC FootPrints Service Core link The default for this location is http ocalhost MRcgi webcal where ocalhost is your PC or handheld device Click the Next button The Information Manager Settings window displays 4 Select your PIM from the Information Manager Name drop down list then click the Configuration Options button Options are e Lotus Notes e Microsoft Outlook e Outlook Express e Palm Desktop e Palm HotSync e PocketPC Sync thru Outlook 5 Click the Configuration Options button A tabbed window is displayed with options for you to configure your PIM Not all tabs are displayed for all types of PIM Select settings on each tab The following are the tabs and their options e User ID Select the User ID from the drop down this tab displays for Palm and Palm HotSync only e Transfer Method Select whether to transfer data in both directions from the PIM to BMC FootPrints Service Core only or from BMC FootPrints Service Core to the PIM only Synchronize changes both ways When synchronizing the PIM with BMC FootPrints Service Core write new data in both directions Add PIM type into BMC FootPrints Service Core Only write data from the PIM to BMC Foot Prints Service Core Add BMC FootPrints Service Core into P M type Only write data from BMC FootPrints Serv ice Core to the PIM e Content Select which data to transfer
458. tPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 42 BMC FootPrints Service Core User Guide 11 5 Removed Column If a column is removed from the page the page is refreshed and the order of the Issues in the columns is restored to the default non filtered order Reordering Columns You can change the order of columns by dragging and dropping the column heading to the right or left Column reordering persists if an agent logs off and back on or takes some other action Reordering is reflected in the Preferences page Resizing Columns You can use the mouse to resize columns To do so hover the cursor over the line that separates column headings When the resize symbol is displayed hold down the left mouse button and drag the resize symbol to the right or left to change the column size Resizing a column causes the other columns to be resized proportionally i e the increase or decrease is divided among the other columns equally For performance reasons multi line character fields will not instantly redisplay the homepage lis
459. tact Information are removed Some fields have special characteristics 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 Line Break Insert a line break Wrapped style only a Description Select 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 all descriptions the original newest two most recent or three most recent descriptions in your report Multi line field wrapping Select Don t Wrap and the data is displayed on a single line Otherwise to wrap lines choose Wrap Every X Characters and enter the number of characters at which to wrap in the text field Process Phase Voting Details lf Change Manager is enabled you may have options to display infor mation regarding Change Manager approvals in the report Select one or both checkboxes to display the information Ch
460. tact Options for more information Enter Issue Information The fields that appear here vary according to Workspace and are defined by the BMC FootPrints Service Core Workspace Administrator For example you may have a field called Platform that is a drop down box Select the user s platform from the list of choices You may also have a field called Version number with a text field next to it You would type the version number in this field Contact your BMC FootPrints Service Core Workspace Administrator for more infor mation on the Workspace fields in the current Workspace NOTE The fields in your BMC FootPrints Service Core installation may be different from those shown here as they can be cus tomized NOTE ON RED FIELDS All fields displayed in red are mandatory and must be filled out 6 7 Auto Suggest Solutions If this feature is enabled you are required to view the suggested Solutions before you can sub mit the Issue Once you have viewed the suggested Solutions you can select a Solution or browse the Knowledge Base If there are no Solutions that resolve your Request you can continue entering information in the Issue and submit it To view the suggested solutions click Auto Suggest If any Solutions exist in the Knowledge Base that matches the criteria you entered in the Issue Information section they will display on the Select Solution dialog box that appears To view the Solution s description point to the Solution i
461. tain 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 inter nal BMC FootPrints Service Core 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 inter nal users as well as any customer with permissions External Resources In addition to the BMC FootPrints Service Core Knowledge Base which comprises Issues that are designated as Solu tions BMC FootPrints Service Core can provide links to external Knowledge Bases Links are pre configured for the fol lowing external Knowledge Bases e Adobe e Apple e Google Groups e Hewlett Packard e 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 BMC FootPrints Service Core Knowledge Paks Online Knowledge Paks OnLine a product of RightAnswers contains 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 a
462. ter Contact Record refer to Master Contact Record Setup For details on using the Master Contact Record refer to Master Contact Record Actions User Types and Roles Agents and Customers BMC FootPrints Service Core supports different levels of user privileges for users with different needs An Agent user account is intended for specified internal users such as service desk agents customer service representatives or engi neers 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 Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All o
463. ter Issues and related subtasks automatically for example to define the New Hire process 6 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 BMC FootPrints Service Core 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 Glob alLinks Global Issues can be closed simultaneously with their GlobalLinks 7 Solution Solutions are a special type of record in BMC FootPrints Service Core 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 Master Issues and Subtasks Sometimes an Issue must be divided into subtasks to be completed by different users The BMC FootPrints Service Core Master Issue Subtasks facility allows you to create parent child relationships between Issues for complex proce
464. tered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 149 BMC FootPrints Service Core User Guide 11 5 e On the Details page for the Subtask a note indicates that it is a Subtask and the related Master Issue for that Subtask is listed In addition other related Subtasks are listed each with the Issue Number Title Status and Assignees displayed e To view the Details of the Master Issue click the Title of the Master Issue The view is refreshed to the Detail view of the Master Issue From here you can view all Subtasks related to that Master Issue Editing Subtasks A Subtask can be edited by the Assignees of that Subtask or anyone else who has write access Workspace Admin istrator Team members etc Editing the Subtask does not affect other Subtasks or the Master Issue only the current Subtask The one exception is when closing Subtasks refer to Closing Master Issues a
465. that team names are case sensitive For example to add Team1 and Team 3 and remove Team 2 the syntax might be assignees Team Team 2 Team 3 You can also combine teams and individuals using the syntax described above e Time tracking You can add time to an Issue set the billing rate for an Issue and add a comment to Issue time tracking via email If time tracking is not enabled for the workspace the text will be processed as a normal description e Time Add time to an issue Users can only enter a non zero time value The syntax for adding time to an Issue is as fol lows time 20 The above syntax would add twenty minutes to the time tracking on an Issue time 20m The above syntax would add twenty minutes to the time tracking on an Issue time 1h The above syntax would add one hour to the time tracking on an Issue time 1h 20m The above syntax would add one hour and twenty minutes to the time tracking on an Issue a Billing Rate Set the billing rate for an Issue This can be set as a value or as a description refer to Billing Rates for more information Only rates that are set for agents on the Edit Agents page can be entered here Invalid rates are not accepted The syntax for setting rate is time rate 44 50 The above syntax would set the billing rate to 44 50 per hour of the currency for the Workspace time rate 44 50 The above syntax would set the billing rate to 44 50 per hour You can use any appropriate currency
466. the BMC FootPrints Service Core Toolbar for Agents in the Workspace To use a template 1 Select the Quick Issue from the New Issue menu on the BMC FootPrints Service Core toolbar For example if a user has called in because of a forgotten password and needs it reset select the Reset Password template The menu displays all the available templates If the option is not in the Toolbar there are no templates in the Workspace NOTE This is only an example the available templates depend on what the BMC FootPrints Service Core administrator created for the current Workspace 2 AnIssue page is displayed with information pre filled from the template For example the Title may be Reset Password the Problem Type field may be set to Network the Network Request Type field may be set to Password Reset and the Description may contain the description and solution of the problem Select the user s contact information as you would when creating a regular Issue 4 Fillin any mandatory fields indicated by the red asterisk that are not already pre filled as well as any optional fields desired Email settings follow the rules for the Workspace 5 Make any changes or additions to the Description or any other fields needed if the customer s Issue has special cir cumstances Contact with your FootPrints Service Core administrator or your supervisor for guidance on what may be changed These changes only affect the current Issue the Quick Issue template
467. the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 176 BMC FootPrints Service Core User Guide 11 5 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 ena bled in a project Dependency A sub category field in an Issue can be dependent on the main category selected For example if a user selects Hard ware as the main category the sub categories might be Printer Monitor etc Descending From highest to lowest as in descending order Description The built in FootPrints field that contains all notes entered by
468. the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 80 BMC FootPrints Service Core User Guide 11 5 2 Selectthe output type under Report Formatting e HTML Display report as HTML in a browser window e Export lf you chose to output the report to a text file select a file format in which to output the report Format choices are MS Excel i e comma separated file tab delimited file or a custom separator of your choice in a text file 3 Onthe next page in the first part of Step 3 select the date range on which to report in the Report on Issues Submitted fields e Exact Specify exact dates to search on in the period specified Enter the date or dates to search on Click to dis play a searchable calendar a On Specify a particular date leave second date blank NOTE When on a single date is chosen and you are reporting by month the report contains Issues for the month that date is in If
469. the server Please refer to Auto Run Reports for more information Saved and Shared Reports Saved Reports Custom report templates can be saved and run at any time Each time a saved report is run it returns the latest data from the current Workspace Reports can be saved for personal use and for other Workspace members Access to saved reports is defined by a user s Role Instructions on creating and saving report templates can be found in Custom Reports Shared Reports Report templates can be shared with other BMC FootPrints Service Core users e Shared Internal Reports appear on the Saved Reports page for Agents in the Workspace who have access to Shared Reports An Agent whose role restricts him or her to seeing only his own Issues or his Team s Issues only sees those Issues that match the criteria of the report and that he is allowed to see e Shared Public Reports are also available to customers but such reports only contain data the customer is allowed to see either his or her own Issues or those of the Organizational Unit Instructions on creating and saving report templates can be found in Custom Reports Each time a saved report template is run it returns the latest matching data Run a Saved or Shared Report 4 2 3 4 Select Reports My Reports from the BMC FootPrints Service Core Toolbar Select the report you want to run from the Personal Reports Shared Reports or Metric Reports drop down Select Run this i
470. their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 100 BMC FootPrints Service Core User Guide 11 5 e Activity Reports Activity reports return customer and agent votes on the usefulness and accuracy of Knowl edge Base solutions Results show responses to the question for whether the solution was useful Responses are Yes Yes but Inaccurate and No e Outcome Outcome reports show the creators of solutions how often the solutions were edited by them or others and the number of times the solutions were used by them or others This gives you an idea of how often solutions need to be updated or corrected once they have been created and how much they are being used e Trends Trend reports show the number of solutions created by agent and by team the number of solutions created by agent and by team and the votes on accuracy of solutions by agent and by team Running a Statistics Report To run a Statistics Report 1 Select Reports Knowledge Base from the BMC FootPrints Service Core Toolbar 2 Se
471. ther trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 10 BMC FootPrints Service Core User Guide 11 5 BMC FootPrints Service Core 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 e Agent roles Agent A standard full strength user This user type commonly includes service desk agent call center agent developer engineer manager and Workspace member Agents can use all of the basic functions of BMC FootPrints Service Core including creating viewing and editing Issues and running queries Workspace Administrator In addition to agent privileges a Workspace administrator administers an existing Workspace including adding custom fields setting options and adding users System Administrator In addition to agent and Workspace administrator privileges the system administrator has control of the BMC FootPrints Service Core system including administration of any Workspace adding new Workspaces and managing licenses e Customer roles Read KB View and search the Knowledge Base Read KB Requests View and search the Knowledge Base and check the statuses on Requests entered by an intemal user or via email Read Submit ln addition to the functionality described above can
472. ti fication 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 e 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 e 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 e 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 i
473. ties perhaps to be completed by different users For example setting up a new PC contains many tasks including installing the operating system installing soft ware configuring an email client etc The BMC FootPrints Service Core Master Issue Subtasks feature allows you to create parent child relationships between Issues for complex processes such as the new hire process change man agement and other such Issues This topic describes creating Subtasks manually For information on defining Subtasks automatically as part of a Master Issue template refer to Master Quick Issue Templates Creating a Subtask of an Issue automatically makes the originating Issue a Master Issue with a parent child relationship between the Master Issue and the Subtask NOTE The name of this feature is dependent on the name given to records in FootPrints for the system Workspace For exam ple if the name Ticket has been defined for records in the current Workspace the parent Issue is referred to as a Master Ticket throughout the Workspace However Subtasks are always referred to as Subtasks For consistency all help files refer to the feature as Master Issue and Subtasks To create a Subtask of a regular BMC FootPrints Service Core Issue and tum that Issue into a Master Issue on the Details page of an Issue select Subtask If this option is not available you might not have write access to the Issue or the Issue may already have other special proper
474. ties that preclude it from becoming a Master Issue and having Subtasks Refer to Restrictions for more information A second menu appears with the following options e Back Return to the main Details toolbar e Create Subtask Create a Subtask of the currently displayed Issue 1 The Create Subtask page is displayed pre filled with values from the originating Issue including contact infor mation and Issue information Workspace fields Edit the fields as necessary 2 You can change the Title of the Subtask For example if the originating Issue was titled Setup New PC the first Sub task may be to Install Operating System 3 Fill in or make changes to any contact or Issue information fields For example if this task must be completed within two days fill in the Due Date field with a date that is two days from the current date This does not affect the Due Date field for the originating Master Issue only for the new Subtask 4 Enter a Description for the Subtask This should describe the steps needed to complete the Subtask 5 Optionally attach any files the Agent requires to complete the Subtask Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks serv
475. time a Response occurs and for all time after that e Resolution The event that marks the resolution of an issue This even happens once in the lifetime of an issue This event can be undone if an issue transitions from a resolved status to an unresolved status in which case the system considers the issue as never had been resolved the Resolution Event is removed from the reporting his tory This is important to note since it may result in different numbers being reported at different times For exam ple Executive Dashboard might show 35 issues as resolved the previous month one day but one of those issues might return to an unresolved status at some point If the same report is viewed the next day the number of issues that were resolved in the previous month would show as 34 An issue is not yet Closed when it has been Resolved Customers may require some additional processing to occur before an issue is Closed e Closure The event that marks the closure of an Issue This even happens once in the lifetime of an issue This event is undone when an issue transitions back from the closed status to an unclosed status in which case the system considers the issue as never had been closed the Closure Event is removed from the reporting history As with Resolution this could result in different numbers showing up in a report at different times In a report all issues that have been Closed also count as Created Activated Resolved and Responded To
476. ting More Calendar from the BMC FootPrints Service Core Toolbar then click ing the Availability link Both the Workspace and the Personal calendars show availability for all agents in the workspace from the Availability link Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 126 BMC FootPrints Service Core User Guide 11 5 A legend in the lower left of the window explains the matrix using the colors that have been defined by your administrator e Available Agent is available e Appointment Agent is at an
477. ting tab There are two sets of options for the Formatting tab One is for column and wrapped reports and the other is for metric reports and combo reports a Column and wrapped reports Select the issue information to display in the report All fields are available This option is available for all styles except Metrics Type of Field Select the types of fields you can select to be displayed in the report by clicking on a radio button Options are Server fields Issue Information fields and Contact Information fields You can select fields from any or all of these options at any time by selecting the appropriate radio button Once a radio but ton has been selected click on a field in the Fields list and then click the Add Field button to display the field in the Selected Fields list Selected Fields are displayed in the report in the order in which they appear in the list Change the order by clicking on the field in the Selected Fields list and then clicking the Change Order up and down arrows Remove a field from the Selected Fields list by clicking on the field and then clicking the Remove button The Reset button allows you to reset the Selected Fields list to its default state and will do so regardless of which radio button has been selected in other words if you added Issue Information fields and then clicked the Contact Information button and added contact fields then clicked Reset all of the added fields both Issue Information and Con
478. tion 8 Description The entire Description history of the Issue is pre filled in the Description field You may want to re organize and format this information to create a step by step Solution If you do re organize and format the information it does not affect the originating Issue Use the formatting options bullets numbered lists font options etc to display the Solution in the clearest possible manner NOTE The Description field may have a different name Notes Journal Details etc 9 Usethe Spellcheck option to review the spelling of your Solution Because the Solution is viewable to many users it is impor tant for the language to be as clear as possible 10 Attachments Check the box to include the attachments from the Issue with the Solution You can also add new attach ments For example you can attach a patch an image file containing a screenshot or a PDF file containing a product bro chure 11 Optionally CC one or more people They receive a one time email containing the Solution By default the assignees and con tact for the originating Issue are pre filled in the CC field They can be removed and or other CCs can be added 12 Click GO 13 If an approval is required the Solution goes into the Pending queue and the approvers are notified Refer to Approvals for more information 14 If no approval is required the Solution is published to the appropriate Knowledge Base 15 Changes to the Solution do no
479. tion about obtaining the Extended Starter Pack Issues A BMC FootPrints Service Core Workspace comprises a set of related Issues Issue is the default name given to a BMC FootPrints Service Core record Each Issue is a numbered record in the BMC FootPrints Service Core Workspace database around which all Service 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 fol lows e Title a short description of the Issue e Priority the urgency of the Issue e 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 e Description a description of the Issue usually containing much more detail and history than the Title e Assignee the person or persons assigned to track or resolve the Issue Not all organizations use the term Issue as the label for a record of this type Administrators can customize BMC Foot Prints Service Core 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 BMC FootPrints Service Core 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 En
480. tions Quick Action Checkbox Dialog The Quick Action Checkbox dialog available on the 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 Click GO 4 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 1 Aspecial Close Issues page is displayed 2 You can enter final notes in the Description box They are appended to all Issues selected 3 Checkthe boxes to send email to the Ass
481. to all new email submissions To define a different prior ity include the line PriorityzX on a separate line in the body where X is the priority e Status By default Issues submitted via email by Agents get a status of Open To define a different status include the line Status X where X is the status e Assignees To define assignees include the line Assignees X where X is the user ID of the assignee For com plete details on using this function refer to Updating Issues via Email To submit Workspace or Address Book field information 1 Inthe body of the email include a line for each Workspace field Address Book field Priority or Status field to be submitted The Workspace field data must be in the form fieldname data 2 For example if the name of the field is Problem type and the data is Software then the line should be problem type software NOTE By default BMC FootPrints Service Core assumes that the data is contained on one line only For multi line data the form is fieldname data data data END fieldname To specify a value for a checkbox field use the words specified for the checkbox i e On and Off which default to On and Off but can be changed For example if you have a field called Customer Satisfied and the checkbox values are Yes and No to indicate that the checkbox is checked include Customer Satisfied Yes in the body of the email Data submitted to checkbox or multi select fields is validated ag
482. 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 Customer Service Portal The Customer Service Portal enables customers to view the Knowledge Base Solutions to their problems without having to first log into the company Customer Support site or FootPrints D Dashboard The FootPrints Dashboard section of the Preferences page is where Agents specify which dashboard components are dis played on your homepage in the Workspace Agents 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 Agents can also make custom components for display on the homepage Database Type The type of database configured to use with FootPrints e g SQL or Oracle Date Submitted The date an email was sent Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with
483. together can only be unlinked from the Details view of the Issue Tounlink an Issue from another issue 1 Openthe Issue in the Details view 2 Select the Unlink button e For Copied Issues Next to Linked To select the Unlink button The current Issue is no longer linked to the pre viously linked issue The Details view refreshes without the Linked To information e For Master Subtasks In the Related Issues section in the Details view of the Master or the Subtask select the Unlink button The Issue is no longer linked If a Master Issue only has one Subtask unlinking the two issues removes special properties from both Issues they revert to regular Issues e For Global Issues and GlobalLinks In the Related Issues section in the Details view of the Global or the Glob alLink select the Unlink button The Issue is no longer linked Requests Viewing Requests There are a few ways to find out if there are new Requests in the Workspace e From the Workspace Totals dashboard component click the Requests link to display the list e Select Requests from the Display drop down box on the Homepage Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service mar
484. tomizations you made for the report will be gone so you will have to customize it all over again Common to All Executive Dashboard Reports Some factors are common to all types of Executive Dashboard report Three categories of report are available for all Executive Dashboard reports e Created The Created report contains only issues that were created during the specified period This means that issues that are active during the specified period but which were not created during that period are not included in the report e Activated The Activated report contains only issues that were Activated during the specified period For exam ple if an Issue is resolved this time period but it was activated on a previous time period then the issue is not part of the Resolved count Issue creation is not pertinent to this report and the Created data are not included in this report For example if an Issue is resolved this time period but it was activated on a previous time period then the issue is not part of the Resolved count e All Activity All issues regardless of whether they were Created or Activated during the specified period are included in this report For example if an issue is resolved this time period but was activated or created in a pre vious time period this issue is part of the Resolved count Change the Dashboard and Other Controls Change or Show Dashboard The Change Dashboard link at the top of the Executive Dashboard page
485. trademark of the Office of Government Commerce and is used here by BMC Software Inc under license from and with the permission of OGC ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries Linux is the registered trademark of Linus Torvalds Oracle and Java are registered trademarks of Oracle and or its affiliates Other names may be trademarks of their respective own ers SAP is the trademark or registered trademark of SAP AG in Germany and in several other countries UNIX is the registered trademark of The Open Group in the US and other countries The information included in this documentation is the proprietary and confidential information of BMC Software Inc its affiliates or licensors Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation Restricted rights legend U S Government Restricted Rights to Computer Software UNPUBLISHED RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES Use duplication or disclosure of any data and computer software by the U S Government is subject to restrictions as applicable set forth in FAR Section 52 227 14 DFARS 252 227 7013 DFARS 252 227 7014 DFARS 252 227 7015 and DFARS 252 227 7025 as amended from time to time Contractor Manufacturer is BMC SOFTWARE INC
486. trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 81 BMC FootPrints Service Core User Guide 11 5 First Contact Resolution First Contact Resolution reports determine the percentage of issues that were created with a Resolved status versus the number of issues that were received during a specified time period The workspace administrator defines which statuses are Resolved statuses in the Issue Lifecycle If you need to know which statuses are Resolved statuses contact your workspace administrator The following issues are counted as First Contact Resolutions e Anissue was created by an agent and the issue status was set to one of the Resolved statuses on issue creation e An issue was created by a customer as a request via the BMC FootPrints Service Core self service and the issue status was changed by an agent to one of the Resolved statuses on the first agent edit after the creation of the issue e An issue was created by a customer via email into BMC FootPrints Servic
487. trator is used e Preferred Language lf the current BMC FootPrints Service Core installation supports multiple languages select a language for display e U S Government Section 508 Compliance Visually Impaired Enhancement This feature enables BMC FootPrints Service Core to be better accessed by visually impaired users If enabled BMC FootPrints Service Core is optimized to be used with the JAWS browser and other similar browsers If you enable or disable this fea ture you must refresh the browser NOTE This feature should only be enabled if you are visually impaired and using a browser like JAWS e Delete Cookie lf you elected to have BMC FootPrints Service Core 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 BMC FootPrints Service Core 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 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 e Interface Style Select
488. try Call or Ticket For consistency this manual always refers to BMC FootPrints Service Core records as Issues Types of Issues BMC FootPrints Service Core provides a number of different types of Issues Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 6 BMC FootPrints Service Core User Guide 11 5 1 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 o
489. ture is enabled Click Select Department to choose the contact based on t the contact s department Click History to view a list of Issues sub mitted by that contact previously the contact information must be entered before the History button can assemble a list of previously submitted Issues NOTE The user s Issue history can be viewed by clicking the History button Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 55 BMC FootPrints Service Core User Guide 11 5 Issue Information Replace the old text
490. tware Inc Confidential 41 BMC FootPrints Service Core User Guide 11 5 matches For example if the search is displaying open Issues and the filter is set to display only closed Issues the result is no matches If the agent performs a new search the filtering is cleared Filter results cannot be cleared without leaving the homepage If the agent clicks on the Refresh button both search and filter results are refreshed but both the search and filter are still in effect Filtering is not persistent When a different search is run or the agent logs out of BMC FootPrints Service Core the filtering is cleared Filtering Multiple Columns To include multiple columns when filtering apply them one at a time or save them all at once by setting the filter criteria on each column and then clicking Apply Filter on the last one set All filter settings are pending until Apply Filter is clicked from a filter menu To Filter a Column To filter a column 1 Hover the cursor over the column heading A down arrow is displayed to the right of the column name 2 Click the down arrow to the right of the column name A menu is displayed 3 Click Filter 4 Enter the filtering criteria This may require entering a string clicking a checkbox or checkboxes entering a date etc Refer to the section of this document titled Column Types That Can Be Filtered above for details Long lists of options can be scrolled up and down 5 Click Apply Filt
491. ubtasks are also created automatically without user inter vention Issues created with the Quick Issue template are like any other regular Issue after they are created They can be edited deleted re assigned etc Escalation rules apply to them as well NOTE Customers can use Quick Issue templates however built in fields work differently for customers than for Agents when using Quick Issues The only change a customer can make to a Quick Issue template built in field that is saved when the Issue is submitted is a change to the assignee field If a customer makes a change to a built in field in a Quick Issue such as a change to the Status or Priority field the field reverts to the default when saved Master Issues and Subtasks Master Quick Issue Sometimes an Issue should be split into separate Subtasks with different properties perhaps to be completed by different users For example the process to set up a new employee may consist of many steps each performed by a different user BMC FootPrints Service Core Master Issue Subtasks allow you to create parent child relationships between Issues for complex processes such as the new hire process change management and more Subtasks can be created manually by an Agent or can be created automatically by a Master Quick Issue Template This feature combines two other features of BMC FootPrints Service Core Quick Issue templates and Master Issues Sub tasks This topic describes how to set up Mast
492. ue to the known Global Issue called GlobalLinks Global Issues can be closed with the GlobalLinks together at one time Global Issues 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 Cus tomer 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 dis played 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
493. ues etc most people use it in addition to their usual personal or desktop calendar for tracking their appointments In light of this need BMC FootPrints Service Core Calendar appointments can be synchronized to Micro soft Outlook via email and the Vcal standard NOTE Synchronizing appointments with Outlook as described here is separate from the BMC FootPrints Mobile add on module This function is part of the base product and is not used if you are using BMC FootPrints Mobile VCal is a standard used by software programs to allow users to exchange calendar appointments between different cal endar applications BMC FootPrints Service Core Calendar email notifications can include VCal attachments that allow users to place BMC FootPrints Service Core Calendar appointments in their Outlook calendar with a mouse click To synchronize an appointment with your desktop Outlook calendar 1 Create an appointment in the BMC FootPrints Service Core Calendar Check the box for Syncw Outlook For invitees of the appointment to synchronize with their Outlook calendar the Email Invitees checkbox must also be selected If you would like to synchronize the appointment and you are not an invitee only the cre ator check the box for Email me as well An email notification is sent to your Outlook Inbox Double click the email to view the details The email contains an attachment Double click the attachment A Microsoft Outlook dialog box is displayed The di
494. uick Issues are templates that contain pre filled information for frequently reported Customer Issues such as Pass word 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 Project Admin istrator can create an unlimited number of templates which are available to all Agents from the FootPrints Toolbar R Report FootPrints reports can be created by the Agent from simple keyword searches to multi level metrics with color charts Vir tually any data can be reported on in FootPrints to analyze activity trends and statistics with no programming from the FootPrints web interface Request An Issue submitted by a Customer that has not yet been assigned Also the Status assigned to Issues submitted by Cus tomers 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 organ ization 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 Workspace Administrator S
495. 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 per formed 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 Descrip tion Project field data Contact data and file attachments Device Any piece of equipment that can be attached to a network or computer for example printers keyboards external disk drives or other peripheral equipment Devices normally require a device driver to function with Windows Disable To make a device component or feature nonfunctional Disallow To not allow an action Disapprove To not approve a request 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 Distinguished Name A name that uniquely identifies an object by using the relative distinguished name for the object plus the names of con tainer objects and domains that contain the object The distinguished name identifi
496. ver the Agent has not yet voted and voting has not been completed Applies to Change Manager approvers only 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 Manager approvers only 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 personal and shared custom searches Knowledge Base Displays Solutions from the Knowledge Base e Default List The default list of Issues generated automatically on the Homepage when logging into BMC Foot Prints Service Core is specified here Select from one of the items selected in the Lists Available on Homepage NOTE Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All othe
497. vice Core User Guide 11 5 e Creating Recurring Issues from the Calendar e Calendar Preferences The following topics cover the different aspects of Availability Scheduling e About Scheduling and Availability e Creating Schedules e Viewing Schedules e Checking Availability from the Calendar e Checking Availability for an Issue Calendar Basics There are two types of Calendar in BMC FootPrints Mobile e Workspace The Workspace Calendar can be used to track appointments for all Agents and Teams for a BMC FootPrints Mobile Workspace Each Workspace has its own Calendar e Personal Each Agent administrator in BMC FootPrints Mobile 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 To view a Calendar select Calendar from the BMC FootPrints Mobile Toolbar s More menu Select Personal to view your own Calendar or select Workspace to see the Calendar for the current Workspace The Calendar consists of the following parts e Main Frame a Day View A representation of the current day with each hour represented All of the day s appointments are listed in this area by hour To see the details of an appointment click the Title To edit an appointment click the Edit icon on the detailed view The Edit icon is only visible if you have editing permission for the Cal endar To delete an appointment click the Delet
498. vitees on the appointment e The Issue Description field is entered as the appointment Description e A dynamic link is set between the appointment and the Issue With respect to edits made on the Issue or the Calendar appointment e Ifthe date or time are updated on the Issue the Calendar is also updated e Ifthe Description is updated in the Issue the original Description is unchanged in the appointment Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 116 BMC FootPrints Service Core User Guide 11 5 e Ifthe
499. vity at various points For example if you tracked activity during the month you might see how many Issues were created on each day how many were closed on each day etc This enables you to see where activity spikes for different statuses e Statistics Report This is similar to an Activity Report and can show for example your totals and carryover for a period how many Issues were created closed active etc 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 orto track any time related information Such as how long one or more users spent on certain kinds of Issues A BMC FootPrints Service Core 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 addition to returning specific data for billing purposes the time tracking report can be used to return averages and totals for a speci
500. weets Prerequisite In order to create Issues from Tweets customize your user preferences to capture Twitter tweets on your Homepage Then add the Twitter dashboard component to your Homepage See Capturing Twitter Tweets on Your Homepage Once you create the Issue from the Tweet the Issue will display on your Homepage as well as on the Contact s Home page in the Customer Service Portal You can then interact with the Contact from within the Issue using the email noti fications feature For details see Create Edit Issue Email Notification 1 Clickthe Create button on the Twitter Tweet The New Issue page appears Note If the Workspace Administrator has associated a Twitter username with a Contact in the Workspace s Address Book Issues created from Tweets are automatically populated with the sender s Contact information 2 IfaSearch dialog appears search for a Contact to associate with the Issue 3 Complete the New Issue page then Save the page Note Only the first 53 characters of the Tweet will display in the Issue Title You can editthe title as necessary BMC FootPrints Change Manager Using BMC FootPrints Change Manager Change management is a process of acquiring approval for steps in that process The steps in the process are defined as phases Designated approvers vote to approve or disapprove the Issue at each phase in the process An Issue that is in the Change Manager approval process looks the same as any other Issu
501. wever 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 e Lists Available on Homepage The lists that are displayed in the drop down in the main window of the Home page One or more lists can be highlighted by holding down the CTRL key while clicking on the list The choices are My Assignments The most recent active Issues assigned to you Shown by default My Assignments and Requests Active Issues assigned to you and unassigned Requests from customers My Team s Assignments Active Issues for your Team only displayed if you belong to a Team My Assignments in All Workspaces Active Issues assigned to you in all Workspaces only dis played if you belong to multiple Workspaces 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 Manager 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 Manager approvers only My Vote Required Lists all Issues for which the Agent is an appro
502. with new text or select a new choice from the drop down box for each field that you want to edit Description Add new notes for the Issue The original description is kept intact you are adding a new description with a time date user stamp To view the current description in read only format click the link for View Current Description NOTE If the Workspace Administrator has enabled the Edit most recent description option an additional text box is displayed that contains the most recent description and which may be edited Check with your administrator for more information 7 Search Knowledge Base optional Search the Knowledge Base for a Solution to the current Issue and then import that Solution into the description Refer to Creating Issues for complete instructions Attachments You can attach one or more additional files to the Issue each time you edit it Administrators can define rules for attachments that include restrictions on size and or file type as well as making attachments mandatory Rules can be applied based on fields such as the Status field which means an attachment may be made mandatory when the status is Open for example but not for other statuses For Quick Edits attachment rules only apply based on the Status filed and not on any additional fields NOTE File attachments can be sent with email notifications However attachments of one or more files that exceed 5 Mb in total size can severely slow dow
503. xclude 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 Contact Criteria tab Select any additional criteria using address book fields for the report Only select the criteria you want to search on Advanced Criteria tab The BMC FootPrints Service Core Advanced Reporting criteria section uses the same mechanism as the Advanced Search Refer to the topic 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 BMC FootPrints Service Core 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 75 Save Run tab Cli
504. y available if you have edit permissions to this Issue e Take Take the Issue only available if you have taking permissions e Copy Move this icon opens a second toolbar with options to copy the Issue within the current Workspace or copy or move the Issue to another Workspace e Link Link to another Issue in the Workspace or in another Workspace e Subtask This icon opens a second toolbar with options to create a Subtask of the Issue or make this Issue a subtask of an existing Issue e Global Turm the Issue into a Global Issue or GlobalLink e Delete Delete the Issue from the workspace only available if you have delete permissions for the Issue e Report Display a report of this Issue opens in separate window for printing e Add to KB Create a Solution for the Knowledge Base with the details from this Issue does not change original Issue Many of these options are covered in this section while some of the advanced features are covered in the chapter on Advanced Issue Types and Knowledge Base Creating Issues Overview The following describes the Create Issue page including descriptions of each field For details on creating and completing the Create Issue page see the next topic Completing a New Issue To create a new Issue in BMC FootPrints Service Core click New Issue on the BMC FootPrints Service Core toolbar NOTE The names of many of the fields in BMC FootPrints Service Core can be changed by th
505. y be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks service marks and logos may be registered or pending registration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners Numara Software Inc and BMC Software Inc Confidential 139 BMC FootPrints Service Core User Guide 11 5 5 Link to Issue If this is checked the Solution is linked to the original Issue This link is only viewable to internal BMC Foot Prints Service Core users not to customers 6 Title This is pre filled with the Title of the Issue The Title can be used for a summary or brief description of the Solution or a question e g How do L You may want to re word the Title to better summarize the Solution this does not affect the originating Issue NOTE The Title field may have a different name e g Subject Short Description etc 7 Issue Information Use the fields in the Issue Information section to categorize the Solution by problem type product etc These fields are pre filled with the information from the Issue and vary depending on your configura
506. zed with exter nal calendars and vice versa This means that from within BMC FootPrints Service Core you can create an appointment on the BMC FootPrints Service Core 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 BMC Foot Prints Service Core calendar This requires installation of a small client Automated Workflow Workflow Functions Workflow refers to tasks and business rules that can be configured by Workspace Administrators to occur automatically based on many different criteria Workflow functions are the mechanisms that are built into BMC FootPrints Service Core Copyright 1999 2009 BMC Software Inc Copyright 1996 2012 Numara Software Inc BMC BMC Software and the BMC Software logo are the exclusive properties of BMC Software Inc are reg istered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other BMC trademarks service marks and logos may be registered or pending reg istration in the U S or in other countries All other trademarks or registered trademarks are the property of their respective owners FootPrints is the exclusive property of Numara Software Inc and is registered with the U S Patent and Trademark Office and may be registered or pending registration in other countries All other Numara Software trademarks s

FootPrints Service Core User Guide 11.5

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