Reviewing Supervisor and Twitter ID fields

This topic troubleshoots migration of Supervisor and Twitter ID fields from FootPrints version 11.0 to FootPrints version 12.0.

• • Description
  • Resolution

Description

The following table describes Supervisor and Twitter ID fields in FootPrints version 11.0 and version 12.0.The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

Resolution

• Migrating the Twitter ID field
• Migrating the Supervisor field

Migrating the Twitter ID field

• Twitter integration with FootPrints is not implemented yet for FootPrints version 12.0. 
• In FootPrints version 12.0, the Twitter ID field is a text field in the respective address books. 
• The field might store a Twitter account ID, but it does not allow an Agent to use FootPrints to monitor tweets, create associated tickets, or auto-populate the customer's contact information. 
• You can use FootPrints to search for a specific Twitter ID in the address book, get additional contact information associated with that Twitter ID, and manually populate a ticket's contact information.

Migrating the Supervisor field

• LDAP Manager Field
  In FootPrints version 12.0, the LDAP manager field can be mapped to any FootPrints contact field. However, there is no ability to use the LDAP manager field to relate two contact records in FootPrints 12 automatically. Currently, there is no suggested workaround for this.

• Change management

  • In FootPrints version 11.0, you can configure an approval process in a workspace to manage approvals. You must define approvers for each phase of an approval process. You can choose the Contact’s Supervisor and Contact’s Supervisor’s Supervisor from the options as approvers for a phase in your approval process.
    The following image displays Contact's Supervisor and Contact Supervisor's Supervisor field:
    
    Navigate to Administration > Workspace > Automated Workflow > Change Manager > (approval process) > (phase) > Step 2 > (ticket type) > Characteristics.
  • In FootPrints 12.0, change management is controlled via business process workflows and the business rules needed to manage the approval process. For more information about change management configuration, see Configuring Change Management.
  • Approval processes are not migrated automatically. You must analyze the configuration of your FootPrints version 11.0 instance and appropriately set up FootPrints version 12.0 manually.
  • A Supervisor field from your FootPrints version 11.0 address book is migrated as a simple text field to your FootPrints version 12.0 address book with the other contact fields.
  • Corresponding contact information fields are created on the ticket form and then linked to the address book fields using the same names as in the address book. The appropriate Ticket/Contact relationship is established in this process with the form control needed to link and display the contact information on the ticket form.
    The following image displays Supervisor and User ID in Linked Fields in FootPrints version 12.0:
    
    The following steps guide you to use a Contact's supervisor as an approver in FootPrints version 12.0. You can implement the same idea for a Contact's Supervisor Supervisor. 

  1. a workflow process specifies processing of a record throughout its life cycle. To create a workflow process in the workspace, navigate to
     Administration > Workspaces >workspace> Record Definitions >ticket> Workflow Processes.
  2. One or several stages in the life cycle of your ticket may require a voting process. You should define corresponding states in your workflow process as Approval States.
     The following image displays Approval State in FootPrints version 12.0:
     
     
     Define the subsequent states in the process following the voting process, which are states after the change is approved or rejected.
  3. Define Approvers for the state by choosing either individual users or teams. You may also set dynamic approvers, that are real voting users identified by the system dynamically at run-time.
     To allow a Contact’s Supervisor to vote, you should choose the Supervisor field in the list of Available Fields on the Dynamic tab for the approvers specification. You can also select the Contact's Supervisor's Supervisor.
     The following image displays Assign Approvers in FootPrints version 12.0:
     
     A user with a User ID that matches the value in the ticket Supervisor field is assigned as an eligible voter at run-time and presented with controls for voting at the moment when the ticket enters the approval state.
  4. If required, set a deadline for voting and adjust the business rules associated with the approval state.
  5. To enable the Approvals section on your forms, navigate to Administration> Workspaces > (workspace) > Record Definitions > (ticket) > Forms.
  6. Save and publish your changes.
  7. To verify your configuration, perform the following steps:
     
     1. Create a Customer user supervisor user and grant the user all needed permissions in the workspace with the configured approval process.
     2. Create a Customer user subordinate user and grant all needed permissions.
     3. In the address book, create contacts corresponding to these users. The Supervisor field value in the contact record for subordinate user should be the same as the user ID for the supervisor user.
     4. Create a ticket in run-time. Link the subordinate user contact to the ticket. As a result, the linked Supervisor ticket field should be filled with the user ID of the supervisor user.
     5. Update the ticket, moving it through the configured workflow until it enters the approval state.
     6. Log into the system as supervisor user and verify that the voting interface is present on the form.