Administering
This section provides information about tasks that a system administrator must perform to suit the working environment. The following table provides a summary of the settings required to configure your FootPrints system:
Goal | Procedure |
---|---|
Getting Started quickly for administrators | |
Configuring and administering parts of the FootPrints working environment such as the data containers, the record types stored in them, and so on. | |
Business process templates | |
Creating and configuring the business process templates to store the container data. | |
Container management | |
Configuring containers to create a repository for holding records of a certain type. | |
Record management | |
Customizing and deploying the Agent Mobile, Agent Web, and Customer Web forms for various item types, creating and customizing Shared and Private fields by using the out-of-the-box fields in Business Process Templates, Workspace file imports, or manually, and configuring the settings used to manage records, customizing fields, and form for each item. | |
Workspace management | |
Configuring a workspace container to store data for the tickets. A ticket can be any type of item that is assigned to an agent and requires perform certain tasks. | |
Configure workflows and templates | |
Configuring workflow processes that specify how a record should be processed throughout its lifecycle. Workflow processes comprises of states, transitions, and business rules. | |
Business rules | |
Configuring the trigger, criteria, and actions that the system can take on a ticket or item for all container types. | |
Email management | |
Configuring the system-level settings for incoming and outgoing emails and settings for each workspace. | |
User management | |
Configuring user accounts, user roles, assign users to multiple workspaces, create and manage teams for specific containers. | |
Address book | |
Configuring settings to maintain the internal and external contact information and creating master contact records. | |
Knowledge management | |
Creating and maintaining the solutions in a single knowledge base, configuring approvals for solution, and linking to external knowledge base. | |
Change management | |
Configuring business process workflows and business rules required to manage an approval process for change management. | |
CMDB | |
Creating and managing the configuration items, CI types, attributes, relationships, and statuses. | |
Importing data | |
Importing contact records, ticket data, solutions, CI, CI relationships, and container configuration settings. | |
Service management | |
Creating and configuring the services that you offer to the customers. You can configure contracts, services, service level targets, and work targets for each service portfolio. | |
Report management | |
Configure system settings such as the session timeout setting, currency symbol, and the number of items loaded for searches or the number of threads that can run concurrently for time-based rules. | |
FootPrints system management | |
Configuring settings that affect the entire FootPrints system. | |
Miscellaneous settings | |
Configure system settings such as the session timeout setting, currency symbol, and the number of items loaded for searches or the number of threads that can run concurrently for time-based rules. | |
Localization | |
Customizing the language of the fields and forms for an item, creating a custom language to translate strings on pages, fields, forms, and email templates, and customizing the language of FootPrints system. |
Was this page helpful? Yes No
Submitting...
Thank you
Comments
Log in or register to comment.