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:

GoalProcedure
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.

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