Key concepts

This section provides a high-level overview of FootPrints:

Container A repository for holding records of a certain type. Workspaces, Address Books, Knowledge Bases, Service Portfolios, and CMDBs are all examples of Containers. Each serve a different business purpose, but at their root are designed and configured to be very similar in both administration and usage.
Workspace A container that is used to track Tickets. A ticket can be any type of item that is assigned to an agent and requires perform certain tasks.
For examples, Incidents, Problems, Changes, Facilities requests, and HR questions.
Address BookA container that is used to store data of the contacts. Contacts can be customers, employees, or vendors. A contact is often linked to a ticket as the person for whom the ticket is created.
Knowledge BaseA container that is used to store information like troubleshooting, how to, which can help users to resolve their tickets.
Service PortfolioA container that is used to store information related to services offered by an organization. This includes the services themselves, the contracts that support the services and the service level definitions and records to keep track of the time defined in the service levels for the response and resolution thresholds.
CMDBA container that is used to store information about configuration items required to support the services that the organization offers.
Item/Record Definition

The configuration of a type of record found in a container. Each container can have multiple types of records.
For example, within a single workspace you can have incidents and problem records.

A CMDB would likely have various types of records like Servers, Applications, and Databases. The collected configuration of one of these types of records is referred to as an Item or Record Definition.

PortalA customized environment designed for a specific user persona. A Portal has a theme, logo, and set of consoles.

A section of a Portal that contains the majority of the working space for a user. It comprises of the following components:

  • Views - provide customized lists of records which are segregated into category trees for service catalogs or knowledge bases
  • Widgets- provide small lists of records
  • Charts - displays data from reports, RSS feeds, or customized content
  • Actions - provide the ability to create new records or link to external sources

Related topics

Business value

Data management


User management

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