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Quick Search

The Quick Search is located at the top of FootPrints pages. It is available from any FootPrints screen (in the Address Book, the Quick Search searches the Address Book only).

To use Quick Search, enter the search string in the Quick Search field, select the field to search from the drop-down (using the drop-down arrow), and the click the SEARCH button. A list of all Issues that match your search criteria is displayed. More complex searches are covered in the chapter on Searching and Reporting.

Sign-out

The Sign-out is located at the top of FootPrints pages. Click the Sign-out link to log out of FootPrints.

Preferences

The Preferences option allows Agents, administrators, and customers (if they have been configured with access to preferences) to customize their Homepage and set other personal preferences. Users can change their email addresses, passwords, security options, Homepage list preferences, and more.

NOTE

Customers do not have access to all of the preferences available to Agents and administrators.

To change preferences, click the Preferences link.

Tabs are displayed for:

• Personal Info—Change your display name, email address, default Workspace, password, and more.
• Issue Page—Options for creating and editing Issues.
• Homepage—Define the list of Issues and columns displayed on your homepage.
• Dashboard—Define the dashboard components that appear at the top of the main frame on your homepage.
• Misc. Preferences—Other personal preferences.

NOTE

Most options apply to FootPrints system-wide, with the exception of Homepage and the security option to Require Password for Issues, which are chosen on a per-Workspace basis. If a user belongs to multiple Workspaces, it is possible to display different list preferences for each Workspace.

Personal Info

These options apply to all Workspaces to which you belong. After configuring options, scroll to the bottom of the page, enter your password, and click SAVE.

• Name—Change your display name (does not affect user ID). Replace the current name in the text box.
• Primary Email address—Change your email address for FootPrints email notification. To change your email address, replace the current address in the text box. The option must be checked to receive email.
• Pager Email Address (optional)—Optionally enter separate email address for notification via pager. Can be used for escalation notification. Check this option to receive regular notification email at this address.
• Wireless Email Address (optional)—Optionally enter separate email address for notification via wireless device. Can be used for escalation notification. Check this option to receive regular notification email at this address.
• Change Password—Change your FootPrints password. Password must be entered twice.
• Default Workspace—If you are a member of more than one Workspace, change the default Workspace that is displayed when logging in to FootPrints. To change the default Workspace, select from the drop-down box.
• Your Local Time Zone—By default, FootPrints displays all dates and times in the time zone where the FootPrints server resides. If you select a time zone from the drop-down list, all dates and times are displayed adjusted to be accurate for that time zone (does not affect how data is stored).
• Date Format—This option determines how dates are represented throughout FootPrints. The options are:
  • American—MM/DD/YYYY
  • European—DD/MM/YYYY
  • ISO—YYYY/MM/DD
  • Revert to the system default—The default format set by the System Administrator is used.
• Preferred Language—If the current FootPrints installation supports multiple languages, select a language for display.
• U.S. Government Section 508 Compliance/Visually Impaired Enhancement—This feature enables FootPrints to be better accessed by visually impaired users. If enabled, FootPrints is optimized to be used with the "JAWS" browser and other similar browsers. If you enable or disable this feature, you must refresh the browser.

NOTE

This feature should only be enabled if you are visually impaired and using a browser like JAWS.

• Delete Cookie—If you elected to have FootPrints remember your ID and password (on the Login page), an option to delete the login cookie appears here. Check the box to delete the cookie. Deleting the cookie means that you must enter your user name and password every time you log in to FootPrints.

NOTE

If you just changed your password, your old password is still active until after you apply the changes. Consequently, even though you changed your password on the Preferences page, you must enter the old password to apply the changes. After successfully changing your preferences, your new password becomes active.

Issue Page

These options apply to all Workspaces to which you belong. After configuring options, scroll to the bottom of the page, enter your password, and click SAVE.

• Interface Style—Select between Tabs and Expand/Collapse
  • 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.
  • Expand/Collapse—Selecting Expand/Collapse causes sections to be displayed as expandable/collapsible sections on Create and Edit Issue pages. Agents can click the plus or minus sign beside the section heading to expand or collapse the section, respectively. If you select Expand/Collapse, you can select which sections are displayed in the expanded mode for each of the three page types (Create Issue, Edit Issue, and Details). Checking the box beside the section name means the section is expanded when you access the selected page.
• Automatic Spell Check—Optionally enable automatic spell check on the Create Issue and Edit Issue pages. The spell check occurs after you submit an Issue or an update to an Issue.
• 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: Internet 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—If enabled, when the user views the Issue Description field, only one description is displayed at a time. Arrow buttons allow the user to "flip through" multiple descriptions for the Issue. An additional control above the Description field allows the user to display all of the descriptions at once in a new window.
• Display Complete Description on Edit—If enabled, a display field that cannot be edited is included just before the Description field that allows the Agent to scroll through previously entered descriptions without opening a separate View Current Description window.
• Edit Most Recent Description—If enabled, the last description of an Issue appears on the edit page in a separate box for editing purposes. This option is only available to administrators or other users with the correct role permission.
• Prefill New Issues With My Contact Information—If enabled, the Contact Information section of the Issue is always pre–populated with the Address Book record of the Agent entering Issue data. The Agent must have a corresponding record in the Address Book for this to work. Otherwise, the fields remain empty.
• Open attachments from a new window—If enabled, a new window is opened when you click on a file attachment to download it. The default is "Disable".
• Behavior after Issue create/edit—The three options in this drop-down are: Close window and/or refresh homepage, Display Issue details, and Display confirmation page only. Close window and/or refresh homepage closes the Issue page window. Display Issue details displays the Issue details page in a new window. Display confirmation page only displays a View Issue button and a Close Window button. Clicking the View Issue button displays the Issue details page. On a heavily used system (one with many agents and Issues) the Display confirmation page only option provides the best performance, while the other two options are about equal in terms of their affect on system performance.
• Quick Descriptions/Signatures—If you select the link, a window is displayed that allows you to create pre-defined text with which to populate the Description field in the Create Issue and Edit Issue pages. This can be used to create a personal signature, or to have common answers readily available. To use a quick description when completing a Create Issue or Edit Issue page, select the name of the quick description from a drop-down list located in the Description field title bar. Additional information for creating, editing, and deleting quick descriptions is below.
• Require Password for Issues—Require a password to save changes to an Issue. This is enabled on a per-Workspace basis, i.e., to enable this in another Workspace, change Workspaces, then return to the Preferences page and enable it.

Create a Quick Description/Signature

To create a quick description:

1. Select Preferences and then click the Quick Description/Signatures link in the Issues tab on the Preferences page. A pop-up is displayed.
2. Enter a name for the quick description/signature in the Create section, then enter your password and click GO. A multi-character field is displayed.
3. Enter the content for the quick description/signature into the multi-character field and click GO.
4. The description is saved and the Quick Description pop-up is displayed to allow you to create, edit, or delete additional quick descriptions/signatures.

Once a quick description or signature has been created, a drop-down box appears on the Create Issue and Edit Issue pages in the Description field title bar. The drop-down box contains the name(s) of the quick description(s) in the Workspace. If the Agent selects a name from the drop-down, the Description field is populated with the pre-defined text. The Agent can still enter additional text in the Description field.

Edit a Quick Description/Signature

To edit a quick description:

1. Select Preferences and then click the Quick Description/Signatures link in the Issues section on the Preferences page. A Quick Descriptions pop-up is displayed.
2. Click on the name of the quick description or signature in the Edit section, then enter your password and click GO. A multi-character field is displayed.
3. Make the changes you want to the text in the multi-character field. You can delete, add, or alter text as you see fit. When you are done making changes, click GO.
4. The content is saved and the Quick Description pop-up is displayed to allow you to create, edit, or delete additional quick descriptions/signatures.

Deleting a Quick Description/Signature

To delete a quick description/signature, which removes the quick description or signature from the drop-down box on the Create Issue and Edit Issue pages:

1. Select Preferences and then click the Quick Description/Signatures link in the Issues section on the Preferences page. A Quick Descriptions pop-up is displayed.
2. In the Edit, Re-order or Delete Quick Descriptions section, select the name of the quick description/signature, then click Delete. Enter your password, then click GO.
   
   The quick description/signature is deleted and the Quick Descriptions pop-up is displayed 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 fastest to display and allows you to be continuously updated on your assignments. However, the user can choose instead to display any built-in or custom list.

NOTE

The options chosen below are, in effect, on a per-Workspace basis. To change your preferences in another Workspace, change to that Workspace and re-configure the List Preferences.

The options are:

• Lists Available on Homepage—The lists that are displayed in the drop-down in the main window of the Homepage. One or more lists can be highlighted by holding down the CTRL key while clicking on the list. The choices are:
  • 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 displayed 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 approver, 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.
• Default List—The default list of Issues generated automatically on the Homepage when logging into FootPrints is specified here. Select from one of the items selected in the Lists Available on Homepage.

NOTE

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.

Auto-Refresh Interval—Normally, the default Homepage list refreshes each time you click Workspace Home or perform any action that brings you back to the Homepage. Optionally, you can set your preferences to automatically refresh the Homepage list at intervals of 15, 30, or 60 minutes. If you configure FootPrints to refresh every 30 minutes and then go to lunch, when you come back the list is refreshed, with no user intervention required.

Maximum Issues per Screen—The maximum number of Issues that display at one time on the Homepage.

Default Sorting—Sort list by a designated field (including Workspace and Address Book fields) and choose a field for secondary sorting (where there is a match in the primary sorting column, the secondary sorting column determines the order in which the Issues are displayed). Select descending (highest to lowest) or ascending (from lowest to highest) order.

Homepage columns—Select which columns to display and in what order. For example, to display the Issue Type field:

• For Type of Field, choose FootPrints fields.
• Highlight Issue Type under Available Fields.
• Click Add Field. 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.
• To delete a field, highlight the field in the Displayed Fields box and click Delete.

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:

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 displayed. Dashboard components can be displayed in as many as four columns. Users can also make custom components for display on the homepage. The Workspace Totals component displays the number of Issues the Workspace contains in different categories. The Global Issues component displays the Title fields of active Global Issues, which are also links to those Issues. Buttons that are displayed to the upper right of the components on the homepage allow you to refresh, collapse, expand, and remove the component.

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 loading, the user can continue to work in FootPrints.

The components that can be added to the dashboard for display on the homepage are:

• Chart—When you select this component, you then select which chart to display from a drop-down field. Options are Received vs. Closed and Active Issues. If you select Received vs. Closed you must select the time period for which FootPrints will account and whether to display your Issues only or the entire Workspace's Issues. The component then displays the Issues that were received and the Issues that were closed during the designated period for the designated agent(s).
• Currently Logged In Users—Lists the number and IDs of users logged into the current Workspace. When specifying this component, you will be asked to set the number of records to display on the first page of the list.
• Custom Defined—Enter custom code to display anything you want in the dashboard component. This can be HTML, JavaScript, etc.
• Global Issues—Lists the Global Issues. Links in the Global Issues component can be clicked to access the Issue and create a linked Issue. When specifying this component, you will be asked to set the number of records to display on the first page of the list.
• Most Recent Solutions—Displays the most recent solutions in the Knowledge Base. You must designate how much of the solution Title field is displayed.
• My Assignments—Lists the Issue number and Title of the user's active assigned Issues. The list entries are linked to the 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.
• 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.
• Pending KB Approvals (if you are a Knowledge Base approver)—Lists submitted Knowledge Base solutions for which you are an approver and have not yet been approved. When specifying this component, you will be asked to set the number of records to display on the first page of the list.
• RSS Feed—Lists entries from your selected RSS feed. When specifying this component, you will be asked to set the number of records to display on the first page of the list and the URL for the RSS feed.
• Requests—Lists customer requests.
• Saved Search—Lists saved searches.
• Today's Appointments—Lists your appointments for the day.
• Workspace Totals—Lists the number of Issues broken down by status. Click on the status to display the Issues in the main frame.

Add a FootPrints Dashboard Component

To add a dashboard component to your homepage:

1. In the Available Components field, click the dashboard component to be displayed. Only one component can be selected at a time. Fields are displayed for any additional settings you need to enter.
2. Enter any additional settings.
3. Click the Add Component button. The dashboard component is displayed as an icon in the Current Dashboard area. Mouse over displayed dashboard components to see what is included in the current dashboard.
4. Enter your password in the Apply Changes field at the bottom of the page and click SAVE. If you skip this step, the changes are not made.

Edit a FootPrints Dashboard Component

1. In the Current Dashboard area, click the dashboard component to be edited. Only one component can be selected at a time. The following buttons are displayed:

• Complete Edit
• Delete Component
• Cancel Edit

2. Change settings as needed.
3. Click the Complete Edit button to save the edits or click the Cancel Edit button to leave the dashboard component settings unchanged.
4. Enter your password in the Apply Changes field at the bottom of the page and click SAVE. If you skip this step, the changes are not made.

Delete a FootPrints Dashboard Component

To delete a dashboard component from your homepage, from the Preferences page:

1. In the Current Dashboard area, click the dashboard component to be deleted. Only one component can be selected at a time. The following buttons are displayed:

• Complete Edit
• Delete Component
• Cancel Edit

2. Click the Delete Component button.
3. Enter your password in the 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 FootPrints.

Moving FootPrints Dashboard Components on the Homepage

Dashboard components can be moved around the homepage using drag-and-drop.

Miscellaneous Preferences

The options below are configured for the entire system. After configuring options, enter your password and click GO.

• Sync Settings—Displays a pop-up window for configuring the two-way calendar synchronization feature. Refer to the FootPrints Mobile for complete details on using the FootPrints two-way synchronization with external calendars feature.
• Administrative Error Alerts (Administrators only)—Option to receive a pop-up window when system errors occur. The log is still viewable by selecting Administration | System | Logs, regardless of which option selected here.
• Instant Talk—Select whether to allow customers to initiate an Instant Talk session with you. If you choose to not allow them to initiate Instant Talk sessions with you, you'll still be able to initiate Instant Talk sessions with them and with other Agents.

NOTE

This option only applies if Instant Talk is enabled.

• 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 Edit 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 FootPrints) 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:  

  • User ID login, for example: jsmith

• Domain/login , for example: widgetdomain/jsmith

• Internet style login, for example: jsmith@widgetdomain.com

• 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.

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