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.
A standard, full-strength user of FootPrints. Common uses for this user type include: Help Desk Agent, Call Center Agent, Developer, Engineer, Manager and Project Member. Agent users have the ability to use all of the basic functions of FootPrints, including creating, viewing, editing Issues, and running queries.
A record of the FootPrints Calendar. Used to schedule meetings, service calls, and other types of appointments for FootPrints Agents. Can be optionally synced to the user's Outlook Calendar.
FootPrints users assigned to work on an Issue.
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.
A report included in FootPrints (not a custom report).
A web-based calendar for a FootPrints Workspace and/or Agent that can contain appointments, meetings, and jobs for that Workspace and/or Agent.
A classification of items, such as an Issue type, Service Category, or FAQ category.
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.
To change the order of the display of a list of items, e.g., to ascending or descending order.
A letter, number, punctuation mark, or other symbol.
A type of field that can accept an unlimited number of lines of data.
A type of field that can accept one line of data.
A graphic or diagram that displays data or the relationships between sets of data in pictorial rather than numeric form.
Status of an Issue when completed.
The default name given to a record in the FootPrints Address Book. Normally contains a customer's name, email address, phone number, etc.
Across Workspaces, such as searches or reports that can be created that include more data from more than one Workspace.
A user account type in FootPrints. This type of account is intended for both internal and external customers, and other groups of people who require only partial access to the data. A A Customer account is very cost-effective, and allow customer users to submit and track their own Requests via the Customer Self-service interface, and to search the Knowledge Base. The word "Customer" is used throughout this documentation to refer to both employee customers and external customers who access FootPrints.
Customer role that only allows the user to view and search the Knowledge Base.
Customer role that only allows the user to view and search the Knowledge Base, and track the status of his/her Requests.
Customer role that only allows the user to submit and track his/her own Requests, and search the Knowledge Base.
Customer role that only allows the user to submit, track and edit his/her own Requests, and search the Knowledge Base.
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.
The FootPrints Dashboard section of the Preferences page is where Agents specify which dashboard components are displayed 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.
The type of database configured to use with FootPrints, e.g., SQL or Oracle.
The date an email was sent.
The single drop-down field that, when a value is selected, determines whether certain project fields appear in a pop-up window when creating or editing an Issue. This only applies when the "Field Dependencies" Pop-up Window option is enabled in a project.
A sub-category field in an Issue can be dependent on the main category selected. For example, if a user selects "Hardware" as the main category, the sub-categories might be Printer, Monitor, etc.
From highest to lowest, as in "descending order".
The built-in FootPrints field that contains all notes entered by users regarding an Issue. It is a multi-line text field, and acts as a journal for an Issue. Each addition to the description includes a time/date/user stamp. The Description can be displayed on the FootPrints Homepage, on an Issue's Details screen, and in reports. A full-text search can also be performed on the Description field.
The Details Screen displays all the information about a FootPrints Issue. The details are displayed by clicking the title of an Issue from the FootPrints Homepage. Data can include Title, Status, Priority, Creator, Date and Time submitted, Description, Project field data, Contact data, and file attachments.
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.
To make a device, component, or feature nonfunctional.
To not approve a request.
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.
A name that uniquely identifies an object by using the relative distinguished name for the object, plus the names of container objects and domains that contain the object. The distinguished name identifies the object as well as its location in a tree. Every object in Active Directory has a distinguished name.
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.
The FootPrints feature that allows any LDAP-compliant contact database to be linked to FootPrints. Supported contact databases include Microsoft Exchange 5.x/2000, Netscape iPlanet, Lotus Notes and Novell Directory Services.
An address book using Dynamic LDAP as the data source (this requires the FootPrints Dynamic Address Book Link add-on module).
A link between Issues in which changes made to fields in one Issue are automatically reflected in the other Issue.
An add-on module that allows FootPrints access to Address Book entries maintained in a SQL database table not maintained by the FootPrints infrastructure.
A feature that allows FootPrints to block sending and receiving email from certain email accounts or domains.
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.
A special FootPrints Issue type used to designate important or frequently reported Issues that will affect many users. Global Issues can be broadcast to all Agents, are displayed on the Agent Home page, and can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same problem, the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks together at one time.
A special FootPrints Issue type used to designate important or frequently reported Issues that will affect many users. Global Issues can be broadcast to all Agents, are displayed on the Agent Home page, and can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same problem, the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks together at one time.
The child or related Issue linked to a Global Issue. A Global Issue is a special FootPrints Issue type used to designate important or frequently reported Issues that will affect many users. Global Issues can be broadcast to allAgents, are displayed on the Agent Home page, and can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same problem,the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks together atone time.
A full-strength user of FootPrints. Built-in types include Agent, Project Administrator, and System Administrator. Custom Roles can also be created to assign different permissions to different groups of users. Each individual user is assigned an individual account and password and is the only person using that account. This type of account is intended for internal users of the system, such as Help Desk Agents, Customer Service Representatives, Engineers, and Administrators.
The default name given to a FootPrints record. Each Issue is a numbered record in the FootPrints database around which all help desk and problem tracking activity centers. The name for this may be different (Ticket, Entry, etc.) depending on how your system is configured. An Issue can be opened, assigned, worked on, and closed by Agent users and Administrators.
The default name given to a FootPrints record. Each Issue is a numbered record in the FootPrints database around which all help desk and problem tracking activity centers. The name for this may be different (Ticket, Entry, etc.) depending on how your system is configured. An Issue can be opened, assigned, worked on, and closed by Agent users and Administrators.
The child or related Issue linked to a Global Issue. A Global Issue is a special FootPrints Issue type used to designate important or frequently reported Issues that will affect many users. Global Issues can be broadcast to allAgents, are displayed on the Agent Home page, and can optionally be displayed for Customers to subscribe to. Whenever a new Issue is reported with the same problem,the Agent (and optionally the Customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be closed with the GlobalLinks together atone time.
The Knowledge Base is a place to record, organize and manage important information for a FootPrints project database. This can include, but is not limited to: solutions to common problems, answers to frequently asked questions, patches, and documents. By utilizing the FootPrints Knowledge Base feature, you can turn the past experiences of individual customers and agents into a database of solutions for all project members. This can assist in Agents finding quicker resolutions to recurring problems, and in empowering Customers to find the answers to their questions without submitting a request.
Any LDAP-compliant contact database linked to using the FootPrints Dynamic Address Book link feature. Supported contact databases include Microsoft Exchange 5.x/2000, Netscape iPlanet, Lotus Notes and Novell Directory Services.
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.
A type of FootPrints Issue that contain Subtasks, each with a different task that must be completed before the Master Issue is Closed. The Master issue is the "parent" in a parent/child relationship between the Master Issue and its Subtasks.
A type of FootPrints Issue that contain Subtasks, each with a different task that must be completed before the Master Issue is Closed. The Master issue is the "parent" in a parent/child relationship between the Master Issue and its Subtasks.
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.
An Address Book field used to organize contacts, such as “Department” , “Company Name”, “Business Unit”, or “Location”. Must be enabled by the Administrator.
Rules that govern the mandatory characteristics of passwords for FootPrints authentication. Rules are optionally set by the System Administrator. Rules 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.
A web-based calendar for a FootPrints Agent that can contain appointments, meetings, and jobs for that user.
A FootPrints report created by an Agent that is only available to that Agent.
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".
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).
FootPrints stores and tracks information in projects. A project is a separate sub-database within the system, which can have its own custom fields, options and users. There is no limit to the number of projects that you can create within FootPrints. You may choose to keep all of your data in a single project, or you can create multiple projects. For example, one project can be used for help desk activity, while a second project is used for internal bug tracking.
A built-in User Role in FootPrints . In addition to all Agent user privileges, the Project Administrator can administer a project, including adding custom fields, setting options, and adding users.
A web-based calendar for a FootPrints Project that can contain appointments, meetings, and jobs for members of that Project.
Custom field created by the Project Administrator to store information about a particular Issue. There is no limit to the number of fields allowed per project (NOTE: The FootPrints database only allows 100 fields per project).
Quick 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 Project Administrator can create an unlimited number of templates, which are available to all Agents from the FootPrints Toolbar.
FootPrints reports can be created by the Agent from simple keyword searches to multi-level metrics with color charts. Virtually any data can be reported on in FootPrints to analyze activity, trends, and statistics with no programming from the FootPrints web interface.
An Issue submitted by a Customer that has not yet been assigned. Also the Status assigned to Issues submitted by Customers. Agent users can then "Take" the Request to work on it, or Requests can be automatically assigned to one or more Agent users by the system. Your FootPrints Administrator can tell you how Requests are to be handled in your organization.
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.
The Workspace Schema is a display of the order of the fields in a workspace. The Workspace Schema is useful when you are attempting to import data to FootPrints or export data from FootPrints. The Workspace Schema can be used to check that the tables of data match up.
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.
Report that is available to other users in the same workspace to run.
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).
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".
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.
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.
A built-in User Role in FootPrints. In addition to Agent user and Project Administrator privileges for all projects, the System Administrator has control over the whole FootPrints system, including administration of any project, adding new projects, and administering licenses.
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.
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.
The Footprints user name which, when entered with the proper password during login, permits access to the Footprints system.