What`s New in FootPrints11.5 - University of New Brunswick
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1. e Position your curser over the tab you want to delete and f New Tab amp press the trash button When you delete a tab all fields within that tab will be moved to the previous tab on the list If there is no previous tab the fields will be moved to the top of the next tab Tabs cannot be deleted if there is no previous or next tab Note Default Tabs cannot be deleted The Palette The Palette contains the various controls available to you to help build your form These controls are divided into three categories e Fields The different fields available to be added to your form e Special Features Special Features are o Submission Tracking A special field for tracking the way the ticket was submitted ex email web form telephone etc o Custom HTML A way to add HTML to the ticket page The HTML can be any HTML content such as a link to a web page or text e Actions These are general controls that allow you to o Preview Form View the form as it would appear if it were published as the ticket page o View Dependencies View a map of the field dependencies o Discard Draft Discard all changes to a draft without leaving the Form Designer page o Save Draft Save a copy of the ticket page as edited in Form Designer without publishing it so you can return to it later What s New in FootPrints 11 5 Administrator Guide amp User Manual 11 New Tab Single Line Character Single Line Character Propert2. how many have occurred during a specific time period e Service Level Agreement SLA Report Lets you monitor whether tickets are being maintained within the expected up time for a customer e Resolution Rate Report Provides both the First Contact Resolution Rate and a Resolution Rate report e Activity Report Shows how many tickets were active for a specific period of time Adding a New Report If desired you can add new reports to the dashboard by doing the following 1 At the top of the dashboard click Change Dashboard 2 Click the Add button for the type of report you would like to add What s New in FootPrints 11 5 Administrator Guide amp User Manual 15 Executive Dashboard j Add Now Tab Show Dashboard Change tab settings Rename the curtentiat Executive Dashboard Add Reports When you are finished adding reports to this tab click Show Dashboard to view Activity Activated Reports on the Performance of your Workspace over time for Issues activated this tme period EET 2 Added Activity Al a tat Reports on the Performance of all your Workspace activity this time period ESI Ase AP reel When you re finished click Show Dashboard and you will return to the main Executive Dashboard page Editing a Report Once a report is displayed on the Executive Dashboard you can edit its metrics ex reporting time period by pressing the
3. Tickets sienai AT A AA A 7 Ticket Look and Feel tics ccsccctcccecdesedscces sasstsesncstecsasccscecass sandhacsuasbecsasdaa NINENA AEAEE iratai 8 About the tabs Section six asissessasieacsescechiszessrscesccesases ase kids shasasasardee dn ada diathd earned Relaonsades 8 Saving a Nck tiscccssunasinnitsiacnien stink ican R A 9 The Form Designer LOOK and Feel scsi ssssvssncesscacssnseseivsssasansenivocuascssnces saves insdusenitseasodesndeseatevannsnspacsniaadesneeseasbtaaadessacsnecdecssaeess 0 Working With th Tabs sc icssc cvs asitis aerial cceetien ade tian ean L 0 Adding E NCW TOD ecrcsicsesizccasiseacttyatri RE AA dag aeds 0 Mouna TOD viseren aa R dala ania ute dag ated 1 Deleting a Tab TRE POM Otte sacs sscscisssisnscs cssssunsctnnsn A sendcaensasauaectas 1 AGING ONE FEIT ci avsdisicscessaizeccusisanh ovtesaiae A ARAA 2 MOVING Felipa A 2 Editing DElEtING O FINE sti AR AA N RR 2 Dynamic drop down dependency Qroups oasia apane aera aaia SaPA E E RAA 3 Reports What s New in FootPrints 11 5 Administrator Guide amp User Manual 1 The Executive Dashboard os noa SANANE E EASA SANA TANEN ANASA 14 Accessing the Executive Dashboard iarna neoin a r N NN dani raS V A EN 14 Adding a New Repat Aan ASNAN A ONS 15 Editing a Report Making the Executive Dashboard your Default Page cccessseseseseseseeeceeceesesesescacaeseeeeeetetacaeaeaes 16 Other ReSOUICES sssssssessssssssssssscesssssssssessssssesse
4. User Manual 4 The Toolbar Found directly below the BMC FootPrints logo the Toolbar gives you quick access to key FootPrints functions such as creating a new ticket accessing reports including your personal flashboards and returning to the Home page Home E New Ticket g Reports Administration Button Administration Moi Located to the right hand side of the tool bar the Administration gt Workspace i Address Book oe button takes you to the workspace administration page where you can edit B l Til general workspace options users and roles the Form Designer etc nk Workspace Selector Directly Above the Administration button you will see the name of your current Workspace in blue text If you are in multiple Workspaces you can click on this name to reveal a drop down menu of all your Workspaces then select the one you would like to go to Preferences Sign out Help You are in the Footprints Test workspace Footprints Test IT ortfolio Management P The Dashboard The Home page Dashboard found above the ticket list contains lists of specific information such as a summary of ticket totals for the Workspace By default Workspace Totals and Global Issues are displayed Footprints Test Totals x BMC FootPrints 11 5 Service Core x Global Tickets Open 4 Welcome to BMC FootPrints 14 5 Service Core There are no Global Tickets atthis time Request o i i Active 4 Improving the customer exp
5. What s New in FootPrints11 5 Administrator Guide amp User Manual University of New Brunswick UNB FootPrints Acceptable Use and Best Practices Table of Contents Note items in italics indicate administrator functions Getting Started New Terminology srona AEA a AAEN PARARE 3 Accessing FootPrints 11 5 cccssccsssscssssssssescsceesssssesesceesscceesesceesascseseseeesscusesusceesesuesesseesseueeseseeeenses 3 Navigating the Homepage Preferences Help Sign Out BUttONS ceceseseeseseseetesesesesesesecesneeesesneneaeseseneaeseeseeassnenenesesessasetseeeteeeeenee 4 We S areliPiel a se eactsst52 teas Secssvacat Pee setasest seas ess vacansdstasstis ts tiaai Stand vacatatabaastint ats ecSeecdieiatnslaisessdatstasscesiaes 4 Whe Tool batts iescccccctcscsssccseccgcattecsscosssttinivszssessosetuegse seosstcacissnadectaseiteces seansacheassuadedtepasuscas eancaseastk ideesateccaases 5 Adminstration BULLON sicicssccssescstsnsc casts tcticsanetvestaceand snatevtstec as aa iS SOENS AaS ASNN RESSAR 5 Workspace Selector The Dashboard isn icccacsesscesscosavsecssssuas shoesssacisstesavsocesssuecshoaissecasesssatbicenssuanshacstansanscbeausscenssuandtebinss aanesosavnsctaves 5 Actions drop dOW fh sonoran 6 Display drondo Ai aaa anes ase nesaasbeaceraten avetaiesateanisentea stoned 6 Tiket Uat secescscccnccstscasscsssscosactecgsdecdes ktina e UNSIN ANE SE U STINEN N RANSA EAE 6 Ticket View Options Working With
6. credit card numbers social insurance numbers birthdates and any other unnecessary personal information from ticket data once processed where they occur in the most recent previous description Workspace administrators will need to ensure assignees are able to edit the most recent previous description in order to enable this practice It is acknowledged that functionality prevents editing other than the single previous description e Refrain from using multiple personal identifiers e g student employee login id and name in ticket updates Units should determine and document internal guidelines for identifying persons based on situations normally dealt with and also share these guidelines with customers clients submitting requests where reasonable e Delete tickets which no longer meet the retention criteria on an annual or more often basis and or develop deletion guidelines for the workspace and enable agents to delete tickets which do not need to be retained e Review the attachments lists on an annual or more often basis and delete attachments that are not required e Enable a knowledge base for the workspace and instruct agents on how and when to use in order to facilitate a lean retention of ticket data Examples of ticket content that should be saved as knowledge base solutions are approvals process steps and problem resolutions Personal data should be stripped from the knowledge base solution description when not required for
7. dency groups appear by default as subsequent drop down menus on the same page rather than as pop up windows BMC FootPrints aed Sams iced You are in the Footprints Test workspace G Home 3 new Ticket Administration more e Form Designer Hep Pa Title CONTACT FIELDS AA Time ago 1 All Contact fields are on the form Updated by FIELD TYPES HFirst Last Priority Status i Time ago See eres a Integer Real Number Siesos Mansoor Issue Information Date 4 Contact Information Date Time Issue Information ome O a Dropdown 3 SPECIAL FEATURES Description Submission Tracking CI Links 2 Custom HTML Attachments ACTIONS hA Assignees and Notifications Add Tab R Ti Preview Form View Dependencies Time Tracking Discard Draft History Save Draft Change Management Contact Information Assignees and Notifications Related Tickets Time Tracking What s New in FootPrints 11 5 Administrator Guide amp User Manual Moving a Tab You also have the option of reordering tabs so they appear in a different order on the ticket screen To do this 1 Position your cursor over the tab you want to move This will cause Contact Information a Move symbol to appear in the right hand corner of the tab Issue Information 2 Click on the symbol and drag the tab up or down to where you want it to appear Deleting a Tab Deleting a tab will remove all fields within that tab To delete a tab
8. edit button in the top right hand corner of the report Activity All All Activity this month 3D Effect oH 5 Activity AI Metrics Qualifier Select up to 3 This X Unresolved 7 Unclosed Time period Created Cumulative Month X Activated Cumulative Responded Cumulative Edit Optional Filters Save Cancel Once you have finished making your edits click Save and your changes will immediately take effect Making the Executive Dashboard your Default Page If desired you can make the Executive Dashboard the default page instead of the Home page when you first log in to FootPrints To do this e On the Home page select Preferences What s New in FootPrints 11 5 Administrator Guide amp User Manual 16 e On the Personal Info tab next to Default Page for Current Workspace select Executive Dashboard Other Resources For full access to the BMC FootPrints Service Core User Guide Version 11 5 click the Help button on the FootPrints Home page or point your browser to http support numarasoftware com support docs 12 11 1 FPSC User Guide 11 5 pdf What s New in FootPrints 11 5 Administrator Guide amp User Manual 17 FootPrints Acceptable Use and Best Practices Revised March 26 2013 FootPrints Usage FootPrints software is intended to be used as a service desk tool providing a consolidated platform for tracking interactions with a customer on a particular act
9. erience with a more modern UI bieiin 0 and Knowledge engine while aligning business processes Closed 0 with Social Media and Financial Management sere Leam Everything About Version 11 5 What s New in FootPrints 11 5 Administrator Guide amp User Manual 5 To change which Dashboard components are displayed on your Home page 1 From the Home page click the Preferences button 2 Select the Homepage tab 3 Select which of the available components you would like to appear enter your Password to confirm the changes then click Save Acti Actions drop down ore Repot n i M i Close ME The Actions drop down menu is now located to the left above the ticket list and r Delete A y y Statu allows you to perform quick actions to multiple tickets at once such as closing or Priority deleting tickets Tay Globai__fOOtP Display drop down Located above the ticket list to the right of the Actions menu the Display menu lets you choose which tickets appear in your ticket list such as My Assignments in All Workspaces By default My Assignments are displayed upon logging into FootPrints ons My Assignments ft My Assignments in all Workspaces My Assignments and Requests ny ews SS Global Tickets Ticket Using 1 Requests Knowledge Base Internal Solutions BMC FootPr Solutions Solutions in all Workspaces Ticket List The ticket list is in the same
10. ia Personal Flashboard The Executive Dashboard The Executive Dashboard allows you to view trends over a particular time in a single view rather than having to compile multiple reports for that time period It also displays multiple report types at once so all your report information is in the same place Only users who have been granted access by the Workspace Administrator are able to view the Executive Dashboard Accessing the Executive Dashboard To access the Executive Dashboard 1 From the Home page in the tool bar select Reports gt Executive Dashboard What s New in FootPrints 11 5 Administrator Guide amp User Manual 14 Executive Dashboard IA Change Dashboard Statistics Created N A watcntist Created xo teater h Created this month Active Re Item Name Created All Created o 0 0 0 4 prior month prior month prior month prior month 4 4 100 100 0 0 Statistics AI N Activity Created o All is month Created this month ap Efect E Created Active Resolved Carry over ane unresolved 0 4 0 4 prior month prior month prior month prior month o0 4 4 0 o 100 v 0 o 0 th Fes The following reports are built in to the Executive Dashboard by default e Statistics Report Similar to an activity report Shows information such as how many issues were created in a particular time period etc e Watchlist Report Allows you to track a certain ticket field or problem type and
11. icket Issue Information Give additional information about the ticket Description Update the ticket description Attachments Add files associated with the ticket Assignees and Notifications Assign individuals to your ticket and select who you would like to send a notification email to Time Tracking o Inthe top right hand corner of the Ticket Edit window you will notice a running timer This automatic time tracking 00 01 11 i feature records the total time you will have spent working within the ticket If at any point you would like to pause the time tracker press the green pause button o If you have spent additional time on the ticket you can enter the Hours and Minutes in the Additional Time Spent boxes on the Time Tracking tab If you wish to add multiple time tracking entries click the Add Another button and enter your additional time What s New in FootPrints 11 5 Administrator Guide amp User Manual Saving a Ticket When you are finished adding details to a ticket you must press either of the SAVE buttons located in the top left and bottom right hand corner of the window B save Using Dynamic drop down dependency groups By default all fields in a FootPrints workspace are displayed on the Create Ticket and Edit Ticket pages however administrators have the option of creating dependencies so only certain fields appear depending on the selection made in a previous field In FootPrints 11 5 these depen
12. ies BASIC ATTRIBUTES Name Single Line Character Width 1 column Type Single Line Character Input Size Long Length No Restriction w HELP TEXT AND INSTRUCTIONS PERMISSIONS AND ACCESS Year current date What s New in FootPrints 11 5 Administrator Guide amp User Manual 12 Purchase Type currently has 2 choices Software Hardware Enter choices Accessories Purchase Type currently has 3 choices software Hardware Accessories Add Sort Reset Re use choices Toggle advanced Add Sort Reset Re use choices O What s New in FootPrints 11 5 Administrator Guide amp User Manual as Link to dependent field 13 Purchase Type Properties BASIC ATTRIBUTES Name Purchase Type width 1 column Type Dropdown 3 Input Size Long CHOICES AND DEPENDENT FIELDS Purchase Type currently has 3 choices Add Sort Reset Re use choices Software Choose the field you want to link Do you wish to make a purchase Dropdown choices Yes No Toggle advanced Reports al Executive Dashboard by My Reports In FootPrints 11 5 Flashboard and Knowledge Base links have been incorporated in Ten Rapo the Reports menu New to 11 5 is the Executive Dashboard Metrics Cross Workspace To access your Reports Time Tracking Knowledge Base e From the Home page in the Toolbar select Reports weiss as
13. ints Test workspace G Home new ticket gs nepos mviseation more Footprints Test Totals eax BMC FootPrints 11 5 Service Core x Global Tickets tax tists iar resin Hin east Thee arena lal Tick a thi ime Improving the custamar experience with more modern UI and Knowledge engine thle agring business processes wih Social Meda and Francia Management Loan Euarytting About Vaan 11 5 ions EL Cunent serch rests 0 teas BMC FoatPrints Sbme The FootPrints 11 5 Home page has a new design that is intended to emphasize the data most important to you and your use of the system The components of the Home Page include Preferences Help Sign Out Buttons In the top right hand corner of the Home page you will find the following buttons 1 Help Link links to the full online FootPrints Help document ORTA Preferences E LEVU 2 Preferences Button allows you to set your individual user preferences such as your email address and how the New Ticket window is displayed 3 Sign out link Logs you out of FootPrints The Search Field Located at the top and center of the Home page The Search field gives you the option of searching for tickets by Title or D 2 SEARCH v Key word Searching by ticket number is no longer an itle option however typing a number in the search field will v Keyword automatically pull up the corresponding ticket What s New in FootPrints 11 5 Administrator Guide amp
14. ivity issue or question Functional requirements for an incoming mailbox or online form data repository may be better handled through other services offered through ITS The following are best practices for the standard usage of the FootPrints application e Workspace agents take or are assigned to new request tickets within a period of time determined by the unit e Ticket assignees update tickets using the FootPrints application rather than replying to the associated email as this will result in much cleaner data and make it easier to track the activity related to the ticket e Assignees maintain the proper status on each assigned ticket ensuring resolved tickets are marked Closed e When appropriate assignees update title and any other relevant fields with meaningful information when updating tickets e Assignees delete unneeded attachments e g earlier document versions email signature graphics prior to submitting an update to a ticket e When planning to copy or move a ticket to another workspace either belonging to the same or a different unit the following are general guidelines o Move tickets when the work in the ticket is being completely passed off to the new workspace In this case it is advisable to first update the ticket with the reason for moving and any other pertinent information being sure to clearly inform the customer that the ticket is being passed to another team or unit and to which emails they should
15. location as it was in the previous version of FootPrints but with a few minor differences Beside the title you can now see the beginning of the most recent description that has been added to the ticket Also the priority of all tickets are no longer displayed as they were previously In the new interface only high priorities are shown to make them more visible What s New in FootPrints 11 5 Administrator Guide amp User Manual 6 n Last Undated Websenicas Test Test description les3 Open Not Assigned 5 days ago Desenplons Details Eak 7 itis j iia Test Ticket Testing FootPnnts 11 5 mare Open Nicole Smith 6 days ago Chery test Good question ld recommen tem weie been using As wel i footprints is being Open Isil Frynn 8 days ago Used ior moro tnan 1254o managemont E me 20 According t the help fe more 1 incoming mal fiter lst rules Investigate impact of implementation of fiter bets in Microsoft ForeFont Open Rb Murra 42 days ago Protection For Exenange 2010 mors Es xf 2 Ticket View Options To open a ticket simply click on the ticket number or title shown in bright blue or press the more button under the title for the following options e Descriptions gives you the ticket description s only e Details gives you full details of the ticket in a non edit window e Edit provides the full edit window for the ticket Actions J Curent search results 5 1 30f3 Priority Last Upda
16. respond in future Copy tickets when there is remaining work for both workspace contexts Link copied tickets when persons connected to each workspace need to receive updates from both tickets e Workspace administrators delete agents who no longer work within the unit from the workspace list It may also be appropriate to change an agent s role upon a change of job function e If using escalation rules or need to track ticket resolution time workspace administrators should configure the workspace Work Schedule in order to not count non working days times UNB FootPrints Acceptable Use and Best Practices A 1 Data Collection and Retention The collection and storage of the data associated with tickets must conform to UNB s Policy for the Protection of Personal Information and Privacy Every FootPrints workspace must have a record use and retention schedule documenting the workspace purpose and ticket data collection and retention criteria Record retention schedules are to be established under the direction of the Records Management group in the University Secretariat All original record retention schedules are held with the University Secretariat Workspace administrators will be responsible to ensure ticket data including attachments are retained only according to the established schedule and existing data not meeting the retention criteria are disposed of To this end the following are considered acceptable and best practices e Remove
17. sssssesssseescessuseuseseesauesessssausassesseesesseuessussesauscsseseesns 17 FootPrints Acceptable Use and Best Practices sssssssssssscessecesssssesessseeseaseseessesseesseeesesseesseeseeesseeae 1 FOOUPFINtS USARE aoina esaun acode nusas e aE ne ada ELSAK ON AOD NN ASS AASA An i Aa SAIONE Sasoia aN 4 Data Collection and Retentie Aaadonta a Seita e metat 2 What s New in FootPrints 11 5 Administrator Guide amp User Manual 2 What s New in FootPrints 11 5 Getting Started New Terminology Workspace Formerly referred to as Projects Workspaces are simply the different sub databases within the FootPrints system Each Workspace contains its own tickets and custom fields options and users Form Designer The Form Designer refers to the customizable ticket entry form previously called Field Maintenance Accessing FootPrints 11 5 To access FootPrints 11 5 login in to the myUNB Portal https my unb ca and select FootPrints from the Quick Launch Menu The first time you log in to FootPrints 11 5 you will need to enable pop up windows in your browser A yellow bar will appear at the top of the screen with instructions on how to do this BMC FootPrints SEARCH VERSION 115 Advanced p New Issue g Reports What s New in FootPrints 11 5 Administrator Guide amp User Manual 3 Navigating the Homepage Welcome Nicole s Cimin E BMC FootPrints prema eer me You are in ine Footpr
18. ted Submitted By Full Name a 3 Nicole Smith Tesi gting FootPrints Open now Cheryl Cheryl 11K more S Jacobs Actions B Current search results 3 1 30f3 Bo 3 Nicole Smith Test Ticket Testing FootPrints Open now Chen Cheryl Jacobs Descriptions Details Edit Depending on your level of access the ticket Edit options may not always be available to you Working with Tickets To create a new ticket 1 From Home page in the Tool Bar select New Ticket What s New in FootPrints 11 5 Administrator Guide amp User Manual Ticket Look and Feel By default ticket details are now displayed on tabs along the left hand side of the ticket window B save New Ticket for Footprints Test Title Nicole Smith Priority Status 1 gt Open Contact Information E Select Contact B History E Clear Issue Information ei LastName First Name Description pitnchmnerts Full Name Phone Assignees and Notifications Campus Dept Faculty If preferred you can switch the view of your ticket window so details are displayed as expandable sections rather than tabs To do this J ur po j From the Home page click the Preferences button Select the Ticket Page tab Next to Interface Style select Expand Collapse Enter your Password at the top of the window to confirm the changes then click Save About the tabs sections Contact Information Enter contact information for the t
19. the solution Workspace administrators are responsible for ensuring best practices with respect to data collection and retention are followed by agents within their workspaces The workspace record retention schedule must be reviewed in the timeframe indicated in the schedule ITS will regularly review workspace activity and require units to justify the workspace need where there has not been activity for two years UNB FootPrints Acceptable Use and Best Practices A 2
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