In FootPrints, you can create personalized working experiences for your employees and IT by configuring a workspace for each end-to-end business service. You can create a workspace for each of your business services like the help desk, human resources, facilities, and so on.
A workspace is a container for tickets and survey item types which can have their own custom fields, templates, business rules, and workflow processes. If you have integrated FootPrints with BMC Client Management, workspaces can also have an Asset item type. You may choose to keep all of your data in a single workspace or create multiple workspaces and copy or move tickets among them. Within a workspace, you can create multiple items as per your requirement.
For example, one workspace can be used for Service Desk activity while a second workspace is used for internal bug tracking. You can create a workspace from a template, create one without a template and configure all of the settings manually, or duplicate one already defined for your system.
User roles determine what workspace data can be see or if the user can see the workspace at all. For more information, see Configuring user roles.
A workspace contains the following components:
|Item Definitions||In each workspace, you can create one or more ticket record types to track one or more activities. |
For example, in the Service Desk workspace, you might only wish to track Incidents so you can create only one record type - Incident. Alternately, you can choose to track Incidents, Problems and Changes each with their own record configurations such as fields, forms, rules, and so on.
|Relationships||Records in your workspace may be required to be linked to other records in the same workspace or in different containers. The most common relationship used in FootPrints is the ticket/contact relationship. This enables you to track the contact information of the person who is impacted by an Incident or Request.||Configuring relationships|
|Shared Fields||You can create fields that can be shared across the items in the workspace.||Creating shared fields|
You can format the look, feel, and content of the email notifications that are sent from the workspaces workflows.
|Creating and managing email templates|
|Porting Workspace configurations to another installation|
To port the configurations of one workspace to another installation, you can export the configuration in an XML file and then import them into the required installation.
|Exporting container configurations|
|Configuration Report||You can view the settings of your workspace in a report.||Running a configuration report|
|Work Schedule(s)||When you create a new workspace, the System Default work schedule is applied. You can create additional required work schedules and designate them as the default work schedules for individual containers.To change the default work schedule applied to a container, you must edit the work schedule settings for your system.||Configuring work schedules|
For detailed information, see the Related topics.