FootPrints Service Core Version 12.0 is a business application building platform that offers a modern and consistent architecture, database, and user experience on a JAVA platform. All configuration data is stored in the database. Features available in earlier versions of FootPrints Service Core that had similar functions were consolidated to share coding and interface design throughout the application. Because of this standardization, future versions can be developed much more quickly.

This topic provides information about what is new or changed in versions 12.0.0 and 12.0.01. For information about known and corrected issues, see those topics for 12.0.0 and 12.0.01.

What's New in version 12.0.01

The following describes what is new or changed in version 12.0.01.

HTML Editor enhanced

  • Embed images in a field and into email templates and dashboard widgets.
  • Hyperlinks can open in a new browser window or tab.
  • Paste options now include as plain text or from Microsoft Word.
  • Display editing area as larger screen for better visibility.

Automatically link existing records to other records

  • New Link Existing Record action is now available for business rules.
  • You can link any record types that are defined in your system, selecting specific fields or user attributes to control how records are matched. For example, you can configure a rule to autolink the contact record of the customer that is submitting the Ticket or you might create a list of services on a ticket.
  • The first found record or multiple records can be linked.

Associate Advanced Actions in BMC Client Management with Quick templates in Service Core

  • Configure business rules to run actions automatically for specific record types and parameters. For example, automatically install pre-approved software for service requests that meet certain parameters.

New widgets created during installation

  • Welcome widget with a link to the What’s New knowledge base article.
  • RSS feed for the FootPrints Community and BMC Software News.


  • Searching for a contact from a ticket is now performed using begins-with parameter.
  • Approval information displays in ticket history.
  • Print functionality generally improved.
  • To address known security issues, Java is no longer included in the Installation package but is still required as a prerequisite.
  • Support added for Windows 2012.

What's New in version 12.0.0

The following describes what is new or changed in Version 12.0:

For information about known issues, see Known and corrected issues for version 12.0.0. There are no corrected issues identified for this release.

Business process templates

  • Version 12 allows you to create new business processes from templates. The templates automatically create a group of containers with record definitions and other basic objects (similar to that created by the ITSM template in version 11.x).
  • This new feature can be used to create and test a business process in a test or development environment and then import it to a production environment.


  • Visual workflow is a new feature that provides a workflow graph where administrators can see and design the lifecycle of their business processes.
  • Workflow works in combination with rules to manage the actions performed for each state and transition.
  • Change management is configured using a combination of rules and workflow, providing more visibility and flexibility.


  • Many more triggers are available than in earlier versions of FootPrints Service Core including:
    • On screen, On page load, When an item is linked, Upon copy, and Upon move.
    • On Enter and On Transition triggers that reduce duplicate actions such as multiple emails being sent to the same agent for the same event.
  • The new streamlined criteria builder provides flexibility and power. This builder is also be used for building search criteria. Enhancements include:
    • Boolean, Data on change, and On form, After submission, and Not equal to.
    • Changed, Number of approval votes, and Number of approvers.
  • The Actions interface is also streamlined, reducing duplicate functions and adding new options such as:
    • Change field visibility, Activate SLM, Delete ticket, Show message on screen, and Write to log.
    • Execute external action and Execute pending advanced action in BMC Client Management, 
  • There is a rule action for sending survey emails. You could create as many surveys as you want and have an email sent out at any point in your process to connect to any of your defined surveys.

Primary Assignee

  • You can identify all levels of assignment such as primary owner, team assignment, individual assignment, and unlimited custom assignments.


  • Real-time report and chart previews are created as you configure a report definition.
  • Analyze and report on service costs
  • Easily include saved search criteria
  • Easily create cross-table reports

More visual interface

  • Portions of the screen refresh to show updated information and to offer options for finding and selecting data. No popup windows are used so you never leave the main window while working on a record. Even the reporting function (which is a separate application) opens in a new tab.
  • Interface design is rigorously standardized to provide similar formats for similar functions. 
    • On configuration pages, setting categories are listed in the left pane with details or working space provided in the right pane. 
    • Pages used for configuring connections and those for importing data are designed so administrators can quickly identify and enter the needed data.
  • To support the new streamlined interface, the online help has been rewritten to remove numerous steps and detailed manual configuration instructions that are no longer necessary.
  • Customize portals (home pages and dashboards)
    • User portals can be configured to show only the data and features needed for the users' assigned work. No programming required. You can configure as many portals as needed.
    • Control the look and feel of any portal using provided or custom style sheets.
    • Add RSS feeds, imagery, charts, graphs, custom HTML, and custom reports.
  • Impact analysis and visualization have been enhanced.
  • Form control was enhanced.
    • Form layout and content are configurable. In version 12, forms behave more like templates than containers. You determine which fields are included, how they are used, and where they are placed on a form. Deleting a field from a form does not delete it from the database.
    • Drag and drop form builders are provided for configuring forms, quick templates, and email templates.

Enhanced advanced search capabilities

  • Create and modify advanced searches with new easy-to-use wizard.
  • Make searches available for:
    • Defining report criteria.
    • Viewing in user portals
    • Viewing in the Mobile version of FootPrints Service Core.
  • Includes enhanced search settings for which fields are indexed and which fields are used in keyword searches.

Strong security focus

  • Designed with a common security framework to support the most prevalent governmental and industry compliance frameworks.
  • Data is secured in the cloud through strict data segregation between customer instances. Data access controls are defined following XACML industry standards.
  • Advanced authentication support.
  • Strong data encryption supported at the database and field level.
  • SSL support for all web and email communication in transit.

Container types and record types

  • Container layout and function are consistent across the different types of containers. Containers allow only the record types (items) that are appropriate for their function. For example, ticket items are allowed only in workspaces.
  • Options that apply for a certain container type (but not for other types) are available only where needed. For example, address book options are available only in address book containers. This streamlined approach creates a sense of familiarity throughout the application that shortens learning curves and increases productivity.
  • Multiple item definitions are allowed. For example, you might create item definitions for managing incidents, problems, and service requests in a single workspace. You might also manage each type of ticket in its own workspace.
  • Each container is independent of the others but can be linked to other containers as needed (at the item level).
  • Fields can be created at the container level that can be shared with all record types in that container.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues for version 12.0.0


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