Chapter 6: Create a Workspace with the Workspace setup Wizard

After you license FootPrints and log in for the first time, the Workspace Setup Wizard is displayed. The Workspace Setup Wizard is intended to help you through setting up some of the most popular features of FootPrints for use in Service Desk, customer service, sales, development, or any other issue tracking needs. While there are many configuration options in FootPrints, the Wizard helps you get up and running as quickly as possible with the basic features.

You can navigate through the Wizard using the Next and Back buttons. You can skip any step that you do not want to complete. To exit the Wizard and launch FootPrints, select Cancel. You can set up the workspace at a later time through the administration pages by selecting Administration from the FootPrints Toolbar.

The Workspace Setup Wizard is also available for creating additional workspaces from the System Administration Workspace Management page.

The workspace templates are described below.

1. For a list of information needed to complete the Wizard fully, click the Information Needed for the Workspace Setup Wizard link.
2. On the first page of the Wizard, you can select a workspace type.
   • Select Workspace Type—The drop-down below contains a list of pre-built templates for your first workspace. Select a workspace type and click View Details to see a preview of the fields that are included in the template. If you do not want to use a template, select I Will Make My Own Fields Later. In any case, fields can be added, edited, or changed later from the administration pages.
   • Select Workspace Name—This is the display name for the workspace.
     • Available templates are:
       
       • Corporate Service Desk—This is intended for a typical corporate service desk that supports hardware, software, network, and other IT issues for employees of the company.
       • Customer Support—This template is intended for use by a customer service department that supports outside customers on the company's products and services.
       • IT Service Management—This is intended for incorporating a CMDB in the Workspace. The IT Service Management template actually creates four separate workspaces: the Incident Workspace, for tracking Incidents, the Problem Workspace, for tracking Problems, the Change and Release Management Workspace, which will provide change management, and the Service Portfolio Workspace, which creates a workspace for building a Service Catalog. The Workspace Wizard follows a different set of steps for the IT Service Management Workspace than it does for other workspaces. If you select the IT Service Management workspace template, go to Workspace-Wizard-for-IT-Service-Management once you complete this page.
       • Asset Requisitioning—This template is designed for purchasing.
       • Change and Release Management—This template can be used to track change requests for any number of categories. It is based on the ITIL standard. The Change Management template is only available if the Change Management Add-on module is purchased.
       • Survey—This template is used for responses to your customer surveys.  This template takes you through a slightly different series of steps than the other templates.
       • SOX Financial Control Management—This template is designed to track process controls that relate to financial procedures and processes. The template was created in response to Sarbanes-Oxley requirements.
       • SOX IT Change Management—This template is designed to ensure that changes made to financial data comply with Sarbanes-Oxley requirements. The Issue page that is created with this template contains sections that are Status-dependent, meaning that the sections of the Issue expand or collapse depending on the value in the Status field. (Available to Change Management users only.)
       • IT Outsourcing—This template is designed to keep track of IT issues for an IT Outsourcer who provides Third-Party technical support and services for another organization.
       • HIPAA Patient Management—The HIPAA Patient Management template was created to help medical facilities track and manage patient personal, insurance, and payment information, as well as visits, services rendered, and future appointments.
       • Facilities Management—This template helps track maintenance and other facilities requests.
       • Human Resources Management—This template is used to track individual employee change requests.
       • Service Desk—This is an ITIL-compatible (Information Technology Infrastructure Library) workspace template for tracking Incidents and Service Requests.
       • Problem Management—This is an ITIL-compatible workspace template for Incident and Problem Management.
       • Service Portfolio—This is an ITIL-compatible workspace template for proposing and approving Services for the Service Catalog.
       • Issue Tracking—This is a generalized template for tracking any kind of issues or workspaces that need to be tracked.
       • Resource Management—This template is designed to help an IT department track and manage both hardware and software that it might loan or otherwise install.
       • Sales Tracking—This template is designed to help a sales team track leads, quotes, and perform contact management.
       • Software Change Management—This template can be used for development and quality assurance teams to track feature requests, bugs, and other issues regarding a company's software products.  (Available to Change Management users only.)

       • Training—This template is useful for an IT department that trains its employees, as well as for other training organizations uses.

         Warning

         Note

         These templates contain some fields that have sample choices in them, such as Product (Product 1, Product 2, etc.) and Version Number (Version 1.0, 2.0, etc.). They are intended for evaluation purposes only. To use these fields in your environment, you should edit them to include your actual product names, etc. This can be done at any time from within FootPrints by selecting Administration | Workspace | Form Designer (for workspace or issue-based fields) or Administration | Address Book | Field Maintenance (for contact fields) from the FootPrints Toolbar. Administrators should also note that some of the templates, such as Corporate Service Desk and eSvc Customer Support, create teams in addition to fields.

3. After selecting a template, click Next.
4. You can now advance to Step 1.