FPAV10_v1_Pg1-250

Numara FootPrints® 10 Administrator Training

(FPA)

Official Training Guide

Numara Software, Inc. 2202 North West Shore Boulevard

Suite 650 Tampa, Florida 33607

USA Phone: (813) 227-4500

Fax: (813) 227-4501 www.numarasoftware.com

Numa r a F o o t P r i n t s A dm i n i s t r a t o r T r a i n i n g G u i d e

- 2 - © Copyright Numara Software, Inc. 2010. All rights reserved. No duplication permitted.

Numara® FootPrints® 10 Administrator Training Guide

Copyright © 2010 Numara Software, Inc. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated in any medium without written consent of Numara Software, Inc. Disclaimer Use of the software programs described herein and this documentation are subject to the Software License Agreement enclosed in the software package. Numara Software, Inc. makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Numara Software, Inc. reserves the right to revise this publication and to make changes to its content at any time, without obligation to notify any person or entity of such revisions or changes. Trademarks Numara Software, FootPrints, and the Numara Software logo are trademarks or registered trademarks of Numara Software, Inc. All other product and company names mentioned herein may be the trademarks or registered trademarks of their respective owners. Published by Numara Software, Inc. Documentation Revision 10.0.0 November 2010 Printed in the United States of America All inquiries should be referred to: Services Numara Software, Inc. 2202 North West Shore Boulevard Suite 650 Tampa, Florida 33607 (813) 227-4500

Tab l e o f C o n t e n t s

© Copyright Numara Software, Inc. 2010. All rights reserved. No duplication permitted. - 3 -

Table of Contents NUMARA FOOTPRINTS OVERVIEW .............................................................................................................. 13

NUMARA FOOTPRINTS FEATURES AND BENEFITS ................................................................. 14

Key Numara FootPrints Features ...................................................................................... 14

Benefits of Numara FootPrints ......................................................................................... 15

Flexibility of Numara FootPrints ...................................................................................... 16

NUMARA FOOTPRINTS CORE CONCEPTS............................................................................... 17

Workspaces ...................................................................................................................... 17

Issues ............................................................................................................................... 17

Contacts ........................................................................................................................... 17

User Types and Roles ....................................................................................................... 18

NUMARA FOOTPRINTS SYSTEM ARCHITECTURE ................................................................... 19

NUMARA FOOTPRINTS HOMEPAGE ....................................................................................... 21

NUMARA FOOTPRINTS INSTALLATION AND WORKSPACE WIZARD .................................................... 25

PLANNING FOR YOUR NUMARA FOOTPRINTS IMPLEMENTATION .......................................... 26

INSTALLING NUMARA FOOTPRINTS ...................................................................................... 27

System Requirements ....................................................................................................... 27

Suggest Hardware Based on Volume ................................................................................ 28

Information Required to Install Numara FootPrints ........................................................... 29

Installation Screens .......................................................................................................... 30

Receiving the License File................................................................................................ 31

NUMARA FOOTPRINTS WORKSPACE SETUP WIZARD OVERVIEW .......................................... 32

SELECTING A WORKSPACE TYPE .......................................................................................... 34

STEP 1: WORKSPACE DETAILS .............................................................................................. 36

STEP 2: BUILT-IN FIELDS ...................................................................................................... 37

Priority Field .................................................................................................................... 37

Status Field ...................................................................................................................... 39

Time Tracking.................................................................................................................. 40

STEP 3: CONFIGURE ISSUE INFORMATION FIELDS ................................................................. 41

STEP 4A: SELECT ADDRESS BOOK ........................................................................................ 42

STEP 4B: ADDRESS BOOK FIELDS ......................................................................................... 43

STEP 5: CONFIGURE EMAIL................................................................................................... 44

STEP 6: OTHER OPTIONS ...................................................................................................... 46

COMPLETING THE WIZARD ................................................................................................... 47

NUMARA FOOTPRINTS WORKING WITH ISSUES....................................................................................... 51

ISSUE OVERVIEW ................................................................................................................. 52

Types of Issues ................................................................................................................. 52

CREATING ISSUES................................................................................................................. 53

Create Issue Page ............................................................................................................. 53

ADDING ISSUE DETAILS ....................................................................................................... 55

General Information ......................................................................................................... 55

Contact Information ......................................................................................................... 55

Issue Information ............................................................................................................. 57

Description....................................................................................................................... 57

Attachments ..................................................................................................................... 58

Assignees and Notifications.............................................................................................. 58

Time Spent ....................................................................................................................... 59

WORKING WITH THE ISSUE LIST ........................................................................................... 60

Filtering the Entire Issue List ............................................................................................ 60

Filtering the Issue List via Column Drop Downs .............................................................. 61

Clearing Filters................................................................................................................. 62

Sorting by Column ........................................................................................................... 63



Resizing Columns.............................................................................................................63

Reordering Columns .........................................................................................................63

Viewing the Description ...................................................................................................63

Using Quick Edit ..............................................................................................................64

Editing Issues ...................................................................................................................65

Viewing Issue Details .......................................................................................................66

QUICK ACTION CHECKBOX DIALOG .....................................................................................67

ISSUE HISTORY .....................................................................................................................69

NUMARA FOOTPRINTS ADVANCED ISSUES .............................................................................................. 73

UNDERSTANDING WORKFLOW MODELS ...............................................................................74

Linear Workflow Model ...................................................................................................74

Distributed Workflow Model ............................................................................................74

MASTER ISSUES AND SUBTASKS ...........................................................................................75

Create Subtasks from a Master Issue .................................................................................76

Link an Issue to Another Issue ..........................................................................................77

Sequencing Subtasks ........................................................................................................78

Unlinking Subtasks ...........................................................................................................78

Updating Subtasks from the Master Issue..........................................................................78

ADMINISTERING MASTER ISSUES AND SUBTASKS .................................................................79

Subtask Closure Process ...................................................................................................79

Subtask Sequencing ..........................................................................................................79

Subtask Automatic Status Change.....................................................................................80

Copy Subtasks into this Workspace ..................................................................................80

Subtask Field Inheritance ..................................................................................................80

QUICK ISSUE TEMPLATES .....................................................................................................81

Create a Quick Issue Template..........................................................................................81

Create a Master Template with Subtasks ...........................................................................82

Sequencing Subtasks ........................................................................................................83

Define Quick Issue Ordering ............................................................................................83

Using Quick Issue Templates............................................................................................84

GLOBAL ISSUES ....................................................................................................................85

Create a Global Issue ........................................................................................................85

Converting an Issue into a Global Issue ............................................................................86

GLOBALLINKS ......................................................................................................................87

Restrictions of Global Issues .............................................................................................87

Create a GlobalLink from a Global Issue ..........................................................................88

Create a GlobalLink from the Details View of an Issue .....................................................88

Unlinking a GlobalLink from a Global Issue .....................................................................89

QUICK DESCRIPTIONS ...........................................................................................................90

Creating Quick Descriptions .............................................................................................90

Using Quick Descriptions .................................................................................................91

LINKING ISSUES ....................................................................................................................92

LINKING ISSUES ....................................................................................................................92

DYNAMIC ISSUE LINKING ADMINISTRATION OPTIONS ..........................................................93

NUMARA FOOTPRINTS USER PREFERENCES .......................................................................................... 97

CUSTOMIZING YOUR PREFERENCES ......................................................................................98

PERSONAL INFO TAB ............................................................................................................99

ISSUE PAGE TAB ................................................................................................................. 100

HOMEPAGE TAB ................................................................................................................. 103

DASHBOARD TAB ............................................................................................................... 105

Adding a Numara FootPrints Dashboard Component ...................................................... 107

Editing/Deleting a Numara FootPrints Dashboard Component ........................................ 107

Moving Numara FootPrints Dashboard Components ....................................................... 108

Drilling Down on Numara FootPrints Dashboard Graph ................................................. 108



MISCELLANEOUS TAB ........................................................................................................ 109

NUMARA FOOTPRINTS CALENDAR AND SCHEDULING ........................................................................113

CALENDAR OVERVIEW ....................................................................................................... 114

PERSONAL AND WORKSPACE CALENDAR BASICS ............................................................... 115

Personal and Workspace Calendar’s Main Frame ........................................................... 115

Personal and Workspace Calendar’s Left Frame ............................................................. 115

CREATING APPOINTMENTS FROM THE CALENDAR .............................................................. 117

General Information ....................................................................................................... 117

Invitees Information ....................................................................................................... 118

Email Confirmation ........................................................................................................ 118

CREATING RECURRING ISSUES FROM THE CALENDAR ........................................................ 119

CREATING APPOINTMENTS FROM ISSUES ............................................................................ 120

WORKSPACE SCHEDULE ..................................................................................................... 121

MANAGING AGENT SCHEDULES ......................................................................................... 123

Manage Agent Schedule as an Administrator .................................................................. 123

Manage Agent Schedule as an Agent .............................................................................. 123

AGENT AVAILABILITY ........................................................................................................ 124

Defining Options for Availability ................................................................................... 124

Viewing Schedules ......................................................................................................... 124

Checking Availability from the Calendar ........................................................................ 126

Checking Availability for an Issue .................................................................................. 126

CALENDAR PREFERENCES .................................................................................................. 127

SYNCING APPOINTMENTS WITH OUTLOOK.......................................................................... 128

NUMARA FOOTPRINTS FIELD CUSTOMIZATIONS ...................................................................................131

CUSTOMIZING ISSUES ......................................................................................................... 132

BUILT-IN NUMARA FOOTPRINTS FIELDS............................................................................. 133

CUSTOMIZING THE PRIORITY FIELD .................................................................................... 134

CUSTOMIZING THE STATUS FIELD ...................................................................................... 135

Adding and Modifying Statuses ...................................................................................... 135

Homepage Workspace Totals ......................................................................................... 135

CREATING CUSTOM FIELDS ................................................................................................ 136

Field Type Options ......................................................................................................... 137

Customizing the Create/Edit Issue Screen Layout ........................................................... 139

Previewing the Create/Edit Issue Screen Layout ............................................................. 140

FIELD LEVEL PERMISSIONS ................................................................................................ 141

Field Level Permissions via Field Maintenance Page ...................................................... 142

NUMARA FOOTPRINTS DEPENDENCY FIELDS ........................................................................................145

FIELD DEPENDENCIES OVERVIEW ...................................................................................... 146

POP-UP WINDOW DEPENDENCY FIELDS .............................................................................. 147

DYNAMIC DROP-DOWN DEPENDENCY GROUPS .................................................................. 149

GENERATING A DROP-DOWN DEPENDENCY SUMMARY REPORT ......................................... 151

NUMARA FOOTPRINTS SEARCHING AND REPORTING .........................................................................155

QUICK SEARCHES ............................................................................................................... 156

BUILT-IN QUEUES .............................................................................................................. 157

ADVANCED SEARCH ........................................................................................................... 158

Issue Criteria .................................................................................................................. 158

Contact Criteria .............................................................................................................. 160

Advanced Criteria .......................................................................................................... 160

Save/Run Searches ......................................................................................................... 161

REPORTING ........................................................................................................................ 162

SAMPLE REPORTS............................................................................................................... 163

CUSTOM NON-METRIC REPORTS ........................................................................................ 167

Custom Reports Styles ................................................................................................... 167



Report Heading .............................................................................................................. 168

Report Formatting .......................................................................................................... 168

Select Issue, Contact and Advanced Criteria ................................................................... 169

Save/Run Report ............................................................................................................ 170

CUSTOM METRIC/GRAPHICS REPORTS ................................................................................ 171

Type ............................................................................................................................... 171

Field ............................................................................................................................... 171

Subtotal By .................................................................................................................... 171

Format ............................................................................................................................ 171

Chart Type ..................................................................................................................... 172

Sort ................................................................................................................................ 172

Display Position ............................................................................................................. 172

DRILLING DOWN ON A CHART ............................................................................................ 173

FORMATTING CUSTOM CHARTS .......................................................................................... 174

Chart Controls ................................................................................................................ 174

Chart Colors ................................................................................................................... 175

Chart Fonts ..................................................................................................................... 175

CONFIGURING THE AUTO RUN REPORTS ............................................................................. 176

CUSTOMIZING THE PERSONAL/WORKSPACE FLASHBOARD ................................................. 177

Personal Flashboard........................................................................................................ 177

Workspace Flashboard.................................................................................................... 178

Customizing the Flashboards .......................................................................................... 179

CREATING QUICK ISSUE REPORT TEMPLATES ..................................................................... 180

NUMARA FOOTPRINTS USERS ................................................................................................................... 183

TYPES OF USERS ................................................................................................................. 184

Agent Users .................................................................................................................... 184

Customer Users .............................................................................................................. 184

USER LICENSE TYPES ......................................................................................................... 185

Fixed User License ......................................................................................................... 185

Concurrent License ......................................................................................................... 185

Customer License ........................................................................................................... 185

Numara Sync License ..................................................................................................... 185

Change Management License ......................................................................................... 185

Configuration Management License ............................................................................... 185

Numara Remote License ................................................................................................. 185

CREATING NUMARA FOOTPRINTS USERS............................................................................ 186

CREATING AGENTS ............................................................................................................. 187

Creating Agents from Scratch ......................................................................................... 187

Importing Agents............................................................................................................ 188

Setting up an Agent Import File ...................................................................................... 189

Add Agents from Another Workspace ............................................................................ 190

EDITING AGENTS ................................................................................................................ 191

CREATING CUSTOMERS ...................................................................................................... 193

Creating Customers from Scratch ................................................................................... 193

Importing Customers ...................................................................................................... 194

Setting up a Customer Import File .................................................................................. 195

Add Customers from Another Workspace ....................................................................... 196

EDITING CUSTOMERS ......................................................................................................... 197

AUTO-ADD CUSTOMERS ..................................................................................................... 198

SYSTEM ADMINISTRATION USER MANAGEMENT ................................................................ 199

Create a New User in Multiple Workspaces .................................................................... 199

Edit Users ....................................................................................................................... 200

Add Users to Workspaces ............................................................................................... 201

Delete Users from Workspaces ....................................................................................... 202



TEAM CREATION AND ADMINISTRATION ............................................................................ 203

Benefits of Teams .......................................................................................................... 203

Creating a New Team ..................................................................................................... 203

Team Assignment Methods ............................................................................................ 204

Member Privileges ......................................................................................................... 204

Using Teams .................................................................................................................. 205

Managing Teams ............................................................................................................ 205

AGENT/CUSTOMER ROLES ................................................................................................. 206

Creating New Agent Roles ............................................................................................. 207

Agent Role Privileges ..................................................................................................... 207

Creating Customer Roles ................................................................................................ 215

Customer Role Privileges ............................................................................................... 215

Requests Permissions ..................................................................................................... 215

Field Permissions ........................................................................................................... 216

Reports Permissions ....................................................................................................... 216

Field Level Permissions via User Roles Page .................................................................. 218

Field Headers and Field Level Permissions ..................................................................... 219

Special Field Level Permission Cases ............................................................................. 220

AGENT PREFERENCE TEMPLATES ....................................................................................... 221

Create a new Agent Preference Template........................................................................ 221

Associate Templates with Role(s) ................................................................................... 222

AUTHENTICATION METHODS .............................................................................................. 223

Windows Authentication ................................................................................................ 224

LDAP Authentication ..................................................................................................... 225

UNIX Authentication ..................................................................................................... 226

Web Server Authentication ............................................................................................. 226

Adding Agents – Multiple Authentication Methods ........................................................ 227

NUMARA FOOTPRINTS ADDRESS BOOK MANAGEMENT .....................................................................231

NUMARA FOOTPRINTS ADDRESS BOOK OVERVIEW ............................................................ 232

NAVIGATING THE NUMARA FOOTPRINTS ADDRESS BOOK .................................................. 233

DISABLING THE ADDRESS BOOK ........................................................................................ 234

ADDRESS BOOK TYPES ....................................................................................................... 235

CUSTOM ADDRESS BOOK FIELDS ....................................................................................... 236

CREATING NEW CONTACTS ................................................................................................ 237

Creating a Contact Manually .......................................................................................... 237

Importing Contacts ......................................................................................................... 238

Setting up the Import File ............................................................................................... 239

EXPORTING CONTACTS ...................................................................................................... 241

WORKING WITH ADDRESS BOOK CONTACTS ...................................................................... 242

USING THE MASTER CONTACT RECORD ............................................................................. 243

Configuring the Master Contact Record Feature ............................................................. 243

Results from Creating the Master Contact Record ........................................................... 244

Creating a Master Contact Record .................................................................................. 245

Master Contact Record Details ....................................................................................... 245

Create Contact Using Master Contact Record Feature ..................................................... 246

Using Master Contact Record Feature in Issues .............................................................. 246

LDAP ADDRESS BOOK ....................................................................................................... 247

Configuring the LDAP Address Book ............................................................................ 248

Revert from LDAP Address Book .................................................................................. 250

SEARCHING THE ADDRESS BOOK ....................................................................................... 252

Address Book Search Options ........................................................................................ 252

Address Book Advanced Search ..................................................................................... 252

Address Book Advanced Search Form Options:.............................................................. 253

CREATING ADDRESS BOOK REPORTS ................................................................................. 254

MASS EMAIL ...................................................................................................................... 255



NUMARA FOOTPRINTS KNOWLEDGE BASE ............................................................................................ 259

KNOWLEDGE BASE FUNCTIONALITY .................................................................................. 260

ADDING SOLUTIONS TO THE KNOWLEDGE BASE ................................................................. 261

Adding Solutions from Scratch ....................................................................................... 261

Adding Solutions from an Existing Issue ........................................................................ 262

KNOWLEDGE BASE APPROVALS ......................................................................................... 263

Limiting Users Knowledge Base Rights .......................................................................... 263

Setting Up Knowledge Base Approvals .......................................................................... 263

KNOWLEDGE BASE APPROVAL WORKFLOW ....................................................................... 264

VIEWING SOLUTIONS .......................................................................................................... 265

SOLUTION POPULARITY ...................................................................................................... 266

IMPORTING SOLUTIONS INTO ISSUES ................................................................................... 267

KNOWLEDGE BASE CATEGORY ADMINISTRATION .............................................................. 269

KNOWLEDGE BASE REPORTS .............................................................................................. 270

Knowledge Base Statistics Reports ................................................................................. 270

Knowledge Base Lifecycle Reports ................................................................................ 270

MANAGE EXTERNAL KNOWLEDGE BASES .......................................................................... 271

EXCLUDE FIELDS FROM SOLUTIONS.................................................................................... 272

EXCLUDE FIELDS FROM SOLUTIONS.................................................................................... 272

NUMARA FOOTPRINTS CUSTOMER SELF-SERVICE .............................................................................. 275

CUSTOMER TERMS AND CONCEPTS ..................................................................................... 276

Customer Roles .............................................................................................................. 276

Customer Account Types ................................................................................................ 276

WORKING WITH REQUESTS USING CUSTOMER SELF SERVICE ............................................. 277

Customer Self-Service Homepage .................................................................................. 277

Submitting Requests via Self Service .............................................................................. 278

Subscribing to Global Issues ........................................................................................... 279

Tracking Requests .......................................................................................................... 279

Knowledge Base and FAQs ............................................................................................ 280

Customer Reporting........................................................................................................ 281

SUBMITTING REQUESTS VIA EMAIL .................................................................................... 282

INSTANT TALK ................................................................................................................... 283

CUSTOMER OPTIONS........................................................................................................... 284

Customer Interface ......................................................................................................... 284

Workspace Menu ............................................................................................................ 284

Customer Fields Displayed and Ordering ........................................................................ 284

Primary Key Options. ..................................................................................................... 285

AUTO-ADD CUSTOMERS ..................................................................................................... 286

Enabling and Using Auto-Add Customers....................................................................... 286

Enabling and Using the Forgot Password Link ................................................................ 288

NUMARA FOOTPRINTS CUSTOMER SATISFACTION SURVEYS ........................................................... 291

CUSTOMER SATISFACTION SURVEYS .................................................................................. 292

CREATING A CUSTOMER SATISFACTION SURVEY WORKSPACE ........................................... 293

WORKING WITH SURVEY QUESTIONS ................................................................................. 295

Adding Survey Questions ............................................................................................... 295

Editing and Deleting Survey Questions ........................................................................... 296

NUMARA FOOTPRINTS EMAIL MANAGEMENT ........................................................................................ 299

NUMARA FOOTPRINTS EMAIL MANAGEMENT..................................................................... 300

OUTGOING EMAIL CONFIGURATION ................................................................................... 301

Outgoing Email Preferences – System Based .................................................................. 301

Outgoing Email Preferences – Workspace Based ............................................................ 302

EMAIL NOTIFICATION RULES .............................................................................................. 307



INCOMING EMAIL CONFIGURATION .................................................................................... 308

Incoming Email Preferences – System Based.................................................................. 308

Enable Incoming Email .................................................................................................. 309

Incoming Email Preferences – Workspace Based ............................................................ 310

USING INCOMING EMAIL .................................................................................................... 311

Introductory Email ......................................................................................................... 311

Submitting New Issues – Agents .................................................................................... 312

Updating Issues via Email .............................................................................................. 312

EMAILING HTML FORM FOR ISSUE SUBMISSION ................................................................ 313

EMAIL FILTERS .................................................................................................................. 314

NUMARA FOOTPRINTS WORKFLOW AUTOMATION ...............................................................................317

SET UP FIELD-BASED ISSUE AUTO ASSIGNMENT ................................................................ 318

CREATING AUTOFIELD RULES ............................................................................................ 320

Re-ordering Field Automation Rules .............................................................................. 321

CREATING A MATHEMATICAL FORMULA WITH INSTACALC FIELDS .................................... 322

ESCALATION WORKFLOW .................................................................................................. 323

Best Uses for the Escalation Feature ............................................................................... 323

Escalation Setup ............................................................................................................. 324

When to Run .................................................................................................................. 324

Issue, Contact and Advanced Criteria Screens ................................................................ 327

Actions .......................................................................................................................... 328

Name/Save ..................................................................................................................... 330

Configure Escalation Email ............................................................................................ 330

Escalation Summary ....................................................................................................... 332

Escalation Ordering ........................................................................................................ 333

Escalation Copying ........................................................................................................ 333

XML / SOAP INTERFACE ................................................................................................... 334

SUBMISSION TRACKING...................................................................................................... 335

PREVENTIVE MAINTENANCE .............................................................................................. 336

Creating Preventive Maintenance Templates .................................................................. 336

Pre-schedule Service Templates ..................................................................................... 337

ATTACHMENT RULES ......................................................................................................... 338

NUMARA FOOTPRINTS SERVICE LEVEL MANAGEMENT.......................................................................343

SERVICE LEVEL MANAGEMENT .......................................................................................... 344

Initial Service Level Agreement Setup ............................................................................ 344

Define Service Level Agreements................................................................................... 346

Using Service Level Agreements .................................................................................... 347

EDITING THE PENDING STATUSES LIST ............................................................................... 348

GENERATING SLA REPORTS ............................................................................................... 349

NUMARA FOOTPRINTS ADMINISTRATION OPTIONS ..............................................................................353

SYSTEM ADMINISTRATION OPTIONS ................................................................................... 354

Appearance → System Preferences Link ........................................................................ 355

Appearance → Colors .................................................................................................... 357

Appearance → Date and Time Format ............................................................................ 357

Appearance → Languages .............................................................................................. 358

Users → Broadcast Message .......................................................................................... 358

Server Management → License ...................................................................................... 360

Server Management → PerlEx/FastCGI ......................................................................... 361

Server Management → File Attachments Link ............................................................... 363



WORKSPACE ADMINISTRATION OPTIONS ............................................................................ 364

General → Workspace Options Link → General Tab ...................................................... 365

General → Workspace Options Link → Issue Page......................................................... 367

General → Workspace Options Link → Quick Edit ........................................................ 368

General → Workspace Options Link → Time-Tracking .................................................. 369

General → Workspace Options Link → Add-on Modules ............................................... 370

NUMARA FOOTPRINTS DATA ADMINISTRATION .................................................................................... 373

IMPORTING ISSUES ............................................................................................................. 374

Initiating the Import ........................................................................................................ 374

Setting up the Import File ............................................................................................... 375

Field Mapping Settings ................................................................................................... 376

Linking Imported Data to Address Book ......................................................................... 377

EXPORTING ISSUES ............................................................................................................. 378

ARCHIVING AND/OR PURGING ISSUES ................................................................................. 381

LABS ................................................................................................................................................................. 385

LAB ONE ............................................................................................................................ 386

New Workspace ............................................................................................................. 386

Configure Workspace ..................................................................................................... 386

Incidents ......................................................................................................................... 386

Preferences ..................................................................................................................... 386

LAB TWO ........................................................................................................................... 387

Configure Workspace ..................................................................................................... 387

Calendar ......................................................................................................................... 387

LAB THREE......................................................................................................................... 389

Address Book ................................................................................................................. 389

Users .............................................................................................................................. 389

Knowledgebase .............................................................................................................. 389

Customer Interaction ...................................................................................................... 389

LAB FOUR .......................................................................................................................... 390

Auto Assignment ............................................................................................................ 390

Preventive Maintenance .................................................................................................. 390

Service Level Agreements .............................................................................................. 390

APPENDIX ........................................................................................................................................................ 391

APPENDIX A - XML/SOAP INTERFACE CAPABILITY ........................................................... 392

APPENDIX B – SMTP AUTHENTICATION ............................................................................. 393

APPENDIX C – NUMARA FOOTPRINTS DYNAMIC SQL FIELD MAPPER ................................. 394

Configure Lookup in External Database Page Fields ....................................................... 395

Configuring the ODBC Source ....................................................................................... 397

Microsoft SQL Server ODBC Configuration Procedure: ................................................. 398

Oracle ODBC Configuration Procedure: ......................................................................... 399

Using the Dynamic SQL Field Mapper ........................................................................... 399

APPENDIX D – NUMARA FOOTPRINTS MOBILE ................................................................... 404

APPENDIX E – NUMARA FOOTPRINTS AND NUMARA ASSET MANAGEMENT PLATFORM

INTEGRATION ..................................................................................................................... 406

Sharing Operational Rules .............................................................................................. 408

Configuring Numara FootPrints ...................................................................................... 409

Accessing Advanced NAMP Administrator Permissions ................................................. 410

Searching ....................................................................................................................... 410

Viewing the Asset Summary ........................................................................................... 411

Managing Devices .......................................................................................................... 412

Issue Page Integration ..................................................................................................... 412

Generating Numara FootPrints Issues from NAMP Alerts............................................... 413



NOTES



NOTES

Numa r a F o o t P r i n t s O v e r v i ew


Numara FootPrints Overview

Objectives

The focus of this workshop is to become skilled at how to:

� Discuss the Numara FootPrints Key Features and Benefits

� Grasp the Numara FootPrints Core Concepts

� Understand the Numara FootPrints System Architecture

� Understand the Contents of the Numara FootPrints homepage



Numara FootPrints Features and Benefits

Numara FootPrints and Numara FootPrints for eService® offer 100% web-

based Service Desk and issue management tools that are so easy to use and administer that many users can enter live production within a few days.

Numara Software developed Numara FootPrints to address a significant market void. Numara FootPrints is an easy-to-use and comprehensive system that puts control in the hands of the Service Desk or Support Manager; this without high costs, programming, and complex administration.

Numara FootPrints may be used for multiple, simultaneous workspaces and can support multiple languages for users and groups. Numara FootPrints’ capabilities may also be leveraged across multiple locations and corporate functions to expand the reach of your issue management and related communication.

This Numara FootPrints Administrator Manual is intended to give you all of the tools you need to configure, use, and maintain Numara FootPrints for your organization’s needs – now and in the future.

Key Numara FootPrints Features

Numara FootPrints possesses several important features that will be discussed throughout the manual.

� Numara FootPrints has a single frame, modern user interface with emphasis on increasing productivity.

� 100% web-based architecture which allows access and administration anywhere, anytime.

� Service desk on the go with Numara FootPrints Mobile.

� Multi-workspace functionality for HR, Facilities, Bug Tracking, and more.

� Personal customizable homepage and Dashboard with drag and drop components including important workspace, Issue and metric details as well as RSS feeds.

� Two-way E-mail Management: Issues and Requests may be submitted and updated via incoming email. Alerts and change notifications are sent via outgoing email.

� Online self-service allows customers to submit new Requests, check status of existing Issues, search/browse common problems and solutions.

� A knowledge-base to store solutions to common problems and corporate policies or procedures that is now easily categorized.

� Automated workflow, response, and escalation settings based on customer service level agreements such as Gold/Silver/Bronze level support.

� Ability to design your workflow faster with copying of escalation rules.



� Incorporation of business rules to automate Issue reassignment and reminders, based on a variety of conditions such as time elapsed, severity, etc.

� Issue tracking allowing for tight control of process workflow and tasks.

� Reports and metrics, both graphical and textual, may be configured to automatically run and post to a web site for review.

� Live Support via remote control and chat allows for your agents to communicate with customers while they are assisting them.

� Existing LDAP and Database entries may be integrated with the Numara FootPrints address book.

� All Issues, contacts, Solutions, and related material are stored centrally for increased awareness, communication, and faster resolution.

� System Administrators have the ability to manage user permissions, workspace membership, and preferences through an efficient grid interface; allowing for mass user management.

� An Issue import facility with field mapping for all custom and built-in Numara FootPrints fields.

� Determine at what point in the workflow file attachments are required, and prevent users from accessing file attachments using file attachment rules based on field values.

Benefits of Numara FootPrints

� 100% web-based Service Desk software

� Can be used to support both internal and external customers

� Rapid deployment

� Low cost to acquire, implement, and maintain

� Ease of customization and flexibility allows for use in multiple business areas by taking advantage of the powerful multi-workspace capability

� LDAP and Dynamic SQL Link support, simplifying integration with Microsoft® Active Directory™, Lotus Notes®, Microsoft SQL Server™, Oracle®, Sybase®, and Postgres, and other contact databases

� High scalability, with support for Microsoft SQL Server, MySQL™, and Oracle databases providing large volume capacity



Flexibility of Numara FootPrints

Many organizations purchase Numara FootPrints to solve a current functional need, such as tracking internal service desk activities, and documentation for the external support center, or development (bug) tracking. However, Numara FootPrints may be employed for many other business needs, including supporting both internal and external customers. The primary feature that makes Numara FootPrints so flexible is that it is workspace-based. Each workspace is a separate sub-database within the system that can have its own fields, forms, users, and settings. It is this feature that enables you to create different areas within the system for different departments to use. The following is a sample list of ways our customers have found to creatively use Numara FootPrints:

� Corporate Service Desk

� Customer Self Service

� Issue tracking

� Incident tracking

� Problem management

� Asset requisitioning

� Customer surveys

� SOX financial control management

� SOX IT change management

� Facilities management

� Human resources management

� Sales tracking

� Software change management



Numara FootPrints Core Concepts

The primary function of the Numara FootPrints system is to keep track of information for many users. Users can enter information into Numara FootPrints, and this information is then accessible to other users. This sharing of information allows users to easily follow each other’s progress, search for specific problems, and communicate with each other.

Before using Numara FootPrints, you need to become acquainted with the terminology and concepts used within the software, and in this course.

Workspaces

Multiple workspaces can be created for different scenarios, such as Multiple Locations/Sites/Regions, or various other functions such as Service Desk, Change Management, Bug Tracking, etc.

� Workspaces are composite of Issues, contacts, knowledge-bases, preferences, and other settings and elements.

� Workspaces can operate independent of other workspaces in Numara FootPrints.

� Workspaces allow contacts to be shared across workspaces, or created and maintained separately.

� Workspaces can each contain their own set of fields, options, and users.

� Workspaces allow for cross-workspace functionality such as copying of Issues, cross-workspace reports and searches, and workspace membership.

Issues

“Issue” is the default name given to a Numara FootPrints Record.

� Issues are the core building-block of all Numara FootPrints workspaces.

� Issues consist of both built-in and custom fields that are populated by agents.

Contacts

“Contact” is default term for entries in the address book.

� All customer contact information can be stored in the address book.

� Each contact record contains information such as the contact’s first name, last name, email address, and user ID.

� Custom fields can also be created within a contact record. Fields such as a phone number, street address, location/company, or service level can be created.

� Issues are linked to contacts, making information about end-users available to agents working on the Issue.

� Address books can be linked among workspaces or remain independent.



User Types and Roles

Numara FootPrints allows for tremendous flexibility with regards to user access and permissions. This is accomplished at a high-level by defining two user types and at a much lower level with definable user roles. The user type defines which web interface the user will utilize to access Numara FootPrints and the definition of roles allows for very granular control of permissions and rights.

For example, one feature that can be defined by user type is which custom fields will be visible to a user. Fields such as Priority and Technical Notes may be hidden from customers. Further, much of the automated workflow may be determined based on the type of user that is creating or updating an Issue.

Numara FootPrints permissions can also be managed at a much more granular level through User Roles. Roles are used to determine who may update a field value while an Issue is in a certain status, or even who may change an Issue from one status to another.

There are seven built-in, default roles; however, System and Workspace Administrators may create any number of custom user roles to create different levels of access for different user functions.

Agent Users

An agent user account is intended for named internal users, such as service desk agents, customer service representatives, or engineers. There are three default agent types:

� Agent: Ability to use all basic functions of Numara FootPrints, including creating/modifying Issues, adding address book entries, running searches and reports.

� Workspace Administrator: Same as above, with the ability to make administrative changes to the workspace including adding custom fields and editing setting options.

� System Administrator: Same as above, with the ability to make administrative changes to all workspaces, as well as globally

Customer Users

A customer account is intended for employee end-users or external customers. This account type allows customers to submit and track their own Requests and search the knowledge base. There are four default Customer Roles:

� Read KB: Can read and search the knowledge base.

� Read KB/Requests: Same as above, with ability to view their Requests.

� Read/Submit: Same as above, with ability to submit Requests.

� Read/Submit/Edit: Same as above, with ability to edit Requests.



Numara FootPrints System Architecture

Numara FootPrints is a 100% web-based application that resides on a web-server machine such as such as Windows/IIS or Linux/Apache. The application may be accessed from anywhere within an organization, or on the Internet via TCP/IP using a standard web browser, because it can reside either within an Intranet or outside of the firewall. Data is stored in a relational database, such as Microsoft SQL Server, MySQL, or Oracle. Numara FootPrints is written with a combination of Perl, JavaScript, and C++. The user interface is generated via CGI scripts that output HTML to the user’s web browser, while the database is queried via C++ programs that contain the proper SQL commands. Customizations to the interface are performed through easy-to-use web administration tools with no additional programming. Users are authenticated through the application to the domain, if using Windows, LDAP, or UNIX authentication; or directly to Numara FootPrints, if using the native authentication method. The user is then authenticated within Numara FootPrints to the proper Role, automatically assigning the user the correct preferences and permissions within the system. Each time the user performs an action in Numara FootPrints (i.e. submitting a new Issue) a CGI script is run on the server. This script invokes a database program to update the database, and then creates new HTML dynamically to display to the user. All CGI scripts, data gathering, and display creation are done on the web server only.



Additional functions:

� Mail: Notifications and incoming email processing are done by the Numara FootPrints application communicating directly to the email server.

� LDAP: If you are using the Dynamic Address Book link, the Numara FootPrints application talks directly to the external contact database (Active Directory, Lotus Notes, etc.) via LDAP.

� Asset Management: Numara FootPrints retrieves asset data dynamically via XML from the Numara Asset Management Platform or Microsoft SMS Inventory database.

The table below outlines various systems that may be integrated with Numara FootPrints.

Area System Web Server IIS and Apache Web Servers

Database Oracle, Microsoft SQL Server , SQL 2005 Express, MySQL, DB2 UDB, Postgres

Authentication Windows, LDAP, Unix or internal Numara FootPrints

Asset Discovery Numara Asset Manager, LANDesk, Microsoft SMS

E-mail Server Microsoft Exchange, Lotus Notes, Send Mail, Novell, etc.



Numara FootPrints Homepage

Once you have successfully logged into Numara FootPrints you will be taken to the Numara FootPrints homepage. The homepage is considered the starting point of your workspace. You can return to the homepage at any time by clicking the Home button on the Numara FootPrints toolbar. The Numara FootPrints homepage puts emphasis on the most important information for faster comprehension and quicker action. Key data like the latest description and last update time are highlighted, while Ajax technology allows real time access to full details faster – without leaving the home screen. You will also find a new toolbar that gives agents one-click access to create new Issues, run reports, and other key tasks without wading through unnecessary clutter. In addition, the toolbar can be customized per workspace based on needs specific to that data. � Customization and use of the homepage by both the Workspace

Administrator and the agent are discussed in later chapters of this course.



Workshop Review Questions

1. What are the two general user types?

2. What are the four customer roles?

3. How can Numara FootPrints be accessed?

4. What is a workspace in Numara FootPrints?

5. What is an Issue in Numara FootPrints?



NOTES



NOTES

I n s t a l l a t i o n a n d W o r k s p a c e S e t u p W i z a r d


Numara FootPrints Installation and Workspace

Wizard

Objectives


� Plan for Your Implementation of Numara FootPrints

� Install Numara FootPrints

� Understand and use the Numara FootPrints Workspace Setup Wizard

� Select a Workspace Type

� Complete the Workspace Setup Wizard Steps Resulting in a New Corporate Service Desk Workspace, Including:

- Workspace Details

- Built-in Fields

- Configure Case Information

- Select an address book

- Address Book Fields

- Configure Email



Planning for Your Numara FootPrints

Implementation

For many organizations, Numara FootPrints is the first tool implemented to track Issues. Therefore, we recommend some introductory steps that should be done before you install and configure Numara FootPrints. This is especially important if you anticipate a complex configuration. It is important that Numara FootPrints will align seamlessly with other business processes and policies already in place at your company. Now more than ever, IT organizations are expected to manage IT effectively and efficiently, with the overall business goals in mind.

� Establish Responsibilities: Get buy in from the stakeholders in your organization that will be using Numara FootPrints, both from an agent and management perspective. Include these users to conduct your assessment and develop your organizational policies.

� Conduct Initial Assessment: The process you are currently using, whether you are replacing an existing tracking tool or Numara FootPrints is your first tool, should serve as a starting point for creating the workflow that Numara FootPrints will manage automatically.

� Develop Organizational Policy: You will need to spend quite a bit of time deciding how Numara FootPrints will be used, who will use it, and what business rules Numara FootPrints should enforce. A large part of this step is setting your service level goals.

� Provide Training: Once you have completed the installation and configuration you will need to train your agents not just on the use of Numara FootPrints, but also the business rules, policies and procedures that Numara FootPrints supports.



Installing Numara FootPrints

The Numara FootPrints installation wizard automatically installs the software, creates the necessary aliases in IIS, and creates the SQL database tables and permissions. Once the installation is complete, the first time you login to Numara FootPrints, a 9-character temporary license code is displayed. To obtain your permanent license email the 9-character temporary code to Numara [email protected].

System Requirements

There are versions of Numara FootPrints specifically designed to best suit the type of OS platform, web server, and database that your organization employs. The foundation of your infrastructure will determine the specific version of Numara FootPrints that Numara Software provides. The following is a high-level overview of the system requirements for Windows and Linux/UNIX. For more detail, please visit our website at http://numarasoftware.com/Numara FootPrints_Technical.asp or search the online Help files for “Hardware and Software Requirements.” WINDOWS

Platform:

� Windows Server 2008 (32-bit and 64-bit)

� Windows Server 2003 (32-bit and 64-bit)

� Windows 2000 Server

Database:

� Microsoft SQL Server 2005/2008

� Microsoft SQL Server Express 2005/2008

� Oracle 10g/11g (Oracle Text required)

Web Server:

� Internet Information Server (IIS) v6-7.0

LINUX/UNIX

Version:

� Any Intel® 32 or 64 bit Linux system built from glibc 2.3-2.10.x

� SunTM

Solaris for Sparc® 2.8 or higher IBM RS/6000® 5.x

Database:

� MySQL 5-5.1x

� Oracle 10g/11g (Oracle Text required)

� Postgres 7/8

Web Server:

� Apache

WEB BROWSERS FOR BOTH PLATFORMS

� Microsoft Internet Explorer® 7 or 8

� Mozilla® Firefox® v3.0.x or 3.5.x

� Safari® 4.0.x on MAC OS



Suggest Hardware Based on Volume

(1) The number of users refers to the average number of concurrent users on the system at any one time. This should include agents and 1-2 percent of the total number of customers (if using Numara FootPrints for customer service). So, if you have 20 agents and 1000 customers using customer self-service, 30-40 users should be counted. This is only a rough guide. Actual load on the system is dependent upon your usage of Numara FootPrints (2) In all cases, Xeon or Opteron CPUs should be used (3) Windows 2003 Standard (SP2 and R2) supports up to 4 processors and 4 GB RAM. Windows 2008 (32-bit) supports up to 4 GB RAM and (64-bit) supports up to 32 GB RAM (4) Windows 2003 Enterprise (SP2 and R2) supports up to 8 processors and 64 GB RAM. Windows 2008 (32-bit) supports up to 64 GB RAM and (64-bit) supports up to 2 TB RAM. (5) Windows 2003 DataCenter supports up to 32 processors and 64 GB RAM. Windows 2008 (32-bit) supports up to 64 GB RAM and (64-bit) supports up to 2 TB RAM. (6) “Sample Server” is not intended to be an inclusive list of authorized hardware or vendors, but examples of possible servers that can be used. Note: Dual and Quad Core CPUs are equivalent to 2 and 4 processors respectively. 4 Processors can be 4 single CPUs, 2 Dual Core, or 1 Quad Core.



Information Required to Install Numara FootPrints

Numara FootPrints must be installed from the server, and not through a terminal services session. If you install via a terminal services session you will receive a “Page Not Found” error when attempting to access the application. It is not recommended that you install Numara FootPrints on a Microsoft XP or Vista OS. This is because they were not designed to be used on servers. However, we do support them as a client platform for connection to FootPrints for all users via the browser. Before installing Numara FootPrints make sure you have the following information handy:

� Your e-mail address

� SMTP e-mail server name for e-mail notification (DNS name or IP address)

� If installing the Numara FootPrints version for a SQL database you will need the name of the SQL Server machine and the SQL Server Administrator account ID and password

� Do NOT install SQL Server with column names as case sensitive as this will cause Numara FootPrints to fail.



Installation Screens

The installation process is rather straightforward. The installation shield will run and will ask for several pieces of information, described in the table below.

Screen Description

Customer Information

Your name and your company’s name.

SMTP Mail Server Mail server used for outgoing e-mail.

Numara FootPrints User ID

The User ID for the primary administration account. Once you enter this you will be presented with the full login credentials. The default password is “root” but this can be changed once you login.

E-Mail Address The email address for the administrator.

Workspace Name The assigned name for the first workspace. This may be changed later.

Address Book Name The name of the address book. This may be changed later.

Destination Location Directory name on the server drive.

Automatic Server Setup

IIS can be automatically configured to point to the Numara FootPrints directory.

Database Information Select the server where the database will reside and enter connection information.



Receiving the License File

Once you have installed FootPrints you will have to restart your system. Once you have logged back in you will need to double-click the Numara FootPrints icon on your desktop. On the first administrator login you will be presented with a screen where you will enter your license string.

Numara FootPrints licenses are specific to the machine where the system is installed. You will follow the instructions For Customers at the bottom of the page to obtain your permanent license.



Numara FootPrints Workspace Setup Wizard

Overview

Once you have properly licensed Numara FootPrints, the first login will prompt the launch of Numara FootPrints Workspace Setup Wizard. The wizard includes a number of Workspace Templates that will help you create a workspace with step-by-step instruction. Using the wizard, you can accomplish specific tasks, such as:

� Selecting a workspace type, closely matches the data you need to capture

� Add, remove, and customize fields.

� Configure an address book.

� Determine who will receive email notifications.

� Determine when email notifications are sent.

You can also access the wizard by accessing Administration →→→→ System →→→→ Workspaces and selecting the Use the Wizard to create my Workspace option button and selecting GO.

� The wizard is a non-reentrant screen. However, once you have completed the wizard, workspace choices may be modified through the Numara FootPrints application. Editing these options is covered throughout this course.

� As you move through the wizard click the Next button to save your selection(s) and move to the next step, or click the Back button

to return to an earlier step.



Information Required for the Workspace Setup Wizard

In order to complete all of the steps required in the Workspace Setup Wizard you will need to have certain information available. For a list of what information is needed, click the Information Needed for Workspace Setup Wizard link, provided at the beginning of the Workspace Setup Wizard.

If you do not have this information you can skip the corresponding step and configure the feature later.



Selecting a Workspace Type

In this course we will use the Corporate Service Desk workspace type. It is one of our most popular workspace templates, and it covers the core functionality of the Numara FootPrints application. Numara FootPrints actually comes with an additional 18 workspace types for you to choose from that will assist with tracking a multitude of data.

Workspace Types Corporate Service Desk Customer Support IT Service Management Asset Requisitioning Change and Release Management SOX Financial Control Management SOX IT Change Management IT Outsourcing HIPAA Patient Management Facilities Management Human Resources Management Service Desk Problem Management Service Portfolio Issue Tracking Resource Management Sales Tracking Software Change Management Training



When you select a workspace type you can click on the View Details button to view the default workspace fields.



Step 1: Workspace Details

After determining the workspace type, you will be prompted to enter the workspace details. First, enter the name you will use for your workspace. The Project Name will default to the value you entered during the installation of Numara FootPrints. Below the workspace name area is the same screen you saw when you clicked the View Details button above.



Step 2: Built-In Fields

This step will allow you to apply customization options to the built-in Numara FootPrints fields.

Priority Field

To logically and effectively manage your service desk Issues, it is imperative to establish a system of priority codes. These values are used by the Numara FootPrints Agents to prioritize their daily work schedule; rating the importance of one work order in comparison to another. The priorities Numara Software suggests are Critical, High, Medium, Standard (or Normal) and Project. Many people use a chart similar to the one below to determine which of these categories an Issue falls into.



The first selection to make is the maximum number of priorities your Agents will have to choose from; select this value from the Maximum Priority drop-down. Next, select the Default Priority for any newly created Issues.

By default, Numara FootPrints uses numbers to define the priorities. You can add descriptive text to a number value by clicking the Name and color code Priories, and configure homepage Priority settings link. You can also change the color that the priority text displays in when the agent views their list of Issues on the homepage.

There is also the option to choose which priorities will display on the homepage, and what abbreviation, if any, will be used.



Status Field

The Status field is used to define the current state of an Issue. It can also be used to indicate the stages an Issue will move through from the time it is reported until it has been resolved. Within the status area you can add, remove, and reorder the statuses.

� The “Open” and “Closed” statuses are built-in, and cannot be changed or reordered. However, you can change the label once you have completed the wizard.

The statuses Numara Software suggests are Open, Pending Customer Info, Pending Vendor, Pending Closure, and Closed. Some companies prefer to use “Awaiting” or “Waiting On” over “Pending.” To add a new status, enter the name in the Name of new Status text box and click the Add button. You can use the blue Change Order arrows to rearrange the order the agent will see when they select the status drop-down in the Issue. To remove a status, select it in the List of Statuses: text box and click the Delete Status button.



Time Tracking

With Time Tracking you can calculate the amount of time agents spend working on Issues. The system can automatically keep track of the time agents spend creating and editing Issues, or the agents can input their time manually. The total amount of time for all sessions is accumulated and stored in the database for future reporting purposes. Time reports may also be exported to a billing system. Additionally, agents can be assigned hourly billing rates that can be used to track monetary amounts spent on Issues and used to bill external customers or bill-back internal departments. This feature can be disabled if it is not necessary. The options for time tracking are: � Automatic: A visible clock automatically tracks the time. This is useful

for agents who do most of their work at their desks. A pause button is available on the form to allow the agent to temporarily stop the clock.

� Manual: Agents must remember to manually enter the amount of time worked on an Issue. This is useful for agents who do most of their work away from their desks. This can be either an optional or mandatory field. You can either have the date and time automatically recorded or entered manually (as well as optionally adding time to Issues via email).

� Disabled



Step 3: Configure Issue Information Fields

This screen displays the workspace fields that the Workspace Setup Wizard created automatically, based on the selected workspace template. They will be displayed in the Issue Information section of the Create Issue form. You can use the blue Change Order arrows to rearrange the order of the fields in the list. If you have selected a workspace template that does not contain dependent fields, then you will also have the option to delete fields you do not plan to use. The Corporate Service Desk template contains dependent fields, so there is no delete button.



Step 4a: Select Address Book

In this screen, select the type of address book to be used for your workspace. The address book is a place to keep the contact information for your end users, whether they are employees, or customers. The address book name will default to the value you entered during the installation of Numara FootPrints. Address book data can be kept in Numara FootPrints or can be dynamically read from an outside source, such as Microsoft Exchange, Active Directory, or other LDAP source.

� If you purchased the Dynamic SQL address book add-on, you must configure the address book once you have completed the Workspace Setup Wizard. Please see Appendix C for more information.



Step 4b: Address Book Fields

This screen contains a list of the address book fields created by the wizard, based on the selected workspace template. They are displayed in the address book and in the Contact Information section of the Create Issue form. You can use the blue Change Order arrows to rearrange the order of the fields that the agent sees when creating an Issue. To remove a field, select it in the Address Book Fields list text box and click the Delete button.

� Adding and modifying address book fields will be covered in detail in a later chapter of this manual.

The address book contains two additional properties: � Primary Key: This is a unique identifier, and is required for each

contact in your address book. If you use customer self-service, this ID and personal password will allow customers to log into Numara FootPrints. The User ID is the recommended field and the default for all of the workspace templates.

� Organizational Unit: You can use this to organize your address book contacts into groups. Examples could include department, location, title, etc.



Step 5: Configure Email

Numara FootPrints can be configured to automatically send email notifications to agents and/or customers every time the Issue is created, edited, or only when specific criteria regarding the Issue’s priority and/or status is met. A default email template will be used.

� Modification of the default e-mail template will be covered in a later chapter of this manual.

Numara FootPrints can also automatically send an email to one or more internal users every time a new Request is submitted by a customer via the customer self-service or email. This notification option is in addition to the notification sent to the Assignees as defined above.



In addition to sending email messages, Numara FootPrints has the ability to process incoming email submissions and convert them into Issues. An email account must be created on the email server for the exclusive use of Numara FootPrints, as all email sent to this account will be processed and registered as a new Issue. This feature can also be utilized to update existing Issues.

� If you do not have an email account you can choose to skip this step and enable email another time. This will be covered in detail in a later chapter of this manual.



Step 6: Other Options

The last step of the wizard gives you the opportunity to configure some of the more common system-wide options for Numara FootPrints. These options will apply to the current workspace as well as all subsequent workspaces that are created.



Completing the Wizard

Once you have completed the steps above and you are ready to have the

workspace built, click the Complete the Wizard button. Since you will not be able to re-enter the wizard, you may want to use the

Back button to review your choices before actually completing the wizard. Of course, all of the steps accomplished with the wizard can be modified through the use of the various Numara FootPrints Administration tools. Because this is typically the next step, upon completion of the Corporate Service Desk Wizard you will be presented with the Add New Agents screen. We will cover that feature later in this manual.




1. Which Windows platforms will Numara FootPrints run on?

2. How do you get your permanent software license number?

3. What types of tasks can you accomplish with the Workspace Setup Wizard?

4. What needs to be taken into consideration when determining priorities?

5. List the three time tracking options.

6. Is it possible to edit workspace details after completing the wizard?



NOTES



NOTES

Wo r k i n g w i t h I s s u e s


Numara FootPrints Working with Issues

Objectives


� Define An Issue

� Create An Issue

� Add Issue Details

� Work with the Issue List

� Use the Quick Action Checkbox Dialog

� View the Issue History



Issue Overview

Issue is the default term used to describe a record in the Numara FootPrints Workspace Database. A Numara FootPrints workspace is comprised of a set of related Issues.

Not all organizations use the term Issue. Your company may use terms such as incident, ticket, call, or work order. As we saw during the installation process, the Numara FootPrints Administrator is given the chance to change the default term “Issue” to another name. For course consistency we will always refer to Numara FootPrints records as Issues.

Types of Issues

Numara FootPrints uses a number of different Issue types. While these will be covered in greater detail later in the course, a brief description of each is shown in the table below.

Issue Type Description

Issues Normally used to log an incident.

Request A preliminary Issue that is submitted by a customer. Agents can then “take” the Request and make it a regular Issue to work on, or it can be automatically assigned to one or more agents.

Quick Issue Templates that contain pre-filled information for standard problems and requests.

Master Issue/Subtask

This is used when an Issue needs to be broken into separate Subtasks to be completed by different agents.

Global Issue/GlobalLink

Designates important, or frequently reported, issues that will affect many users. Global Issues can be broadcast to agents, displayed on the Agent homepage, and can optionally be displayed for customers. Issues can be linked to Global Issues.

Solution These are the records that make up the knowledge base.



Creating Issues

Issues are quickly and easily created by clicking the New Issue button on the Numara FootPrints toolbar.

As discussed in the Numara FootPrints Installation chapter, the form and fields are based on the workspace type selected during the Workspace Setup Wizard. The Numara FootPrints Administrator can also add fields to the workspace at any time.

Create Issue Page

Numara FootPrints allows the agent to view the Issue with a tabbed or expand/ collapse interface style. Each agent may choose the style that works best for them by clicking the Preferences link on the top of the screen, and then selecting the Issue Page tab and the required Interface Style radio button.

� Workspace-level Issue appearance settings will be discussed in a later chapter, Numara FootPrints Administration Options.

� Agent-specific Issue appearance setting will be discussed in a later chapter, Numara FootPrints User Preferences.

Tabs Style: The agent selects the section they want to work in by clicking the corresponding tab. Sections containing required fields are displayed with red text.



Expand/Collapse Style: The agent can collapse sections by clicking on the symbol or expand sections by clicking on the symbol at the top left

corner of the section. Sections containing required fields are displayed with red text.



Adding Issue Details

The Create Issue page is separated into sections based on the type of information being captured. For the purposes of this chapter we will continue to use the defaults generated from the Corporate Service Desk Workspace template. The following screen shots show the Issue in a tabbed layout display as opposed to expand/collapse so your screen may look somewhat different. However, the data selection options will be the same regardless of which view you are using.

General Information

This section includes the Issue’s title, priority, and status. The default priority defined by the Numara FootPrints Administrator will be automatically populated when an Issue is created. Click the spell check

icon to the right of the Title field to spell check the field’s contents. The first three fields found on the Contact Information page will also appear at the bottom of the General Information page. If you add or edit these fields in one area, Numara FootPrints will carry the changes over to the other.

The Issue’s title bar may also contain a drop-down list with all available templates for use in the selected workspace. Issue templates can be created with set default values to make creating and completing Issues for common calls significantly quicker and easier. This will be discussed in detail later in this manual.

Finally, if the Numara FootPrints Administrator enables the automatic tracking of time, the amount of time spent creating the Issue will display on the far right side of the title bar, located at the top of the Issue. If the administrator has also included the ability to pause time tracking, the pause button will appear next to the amount of time spent.

Contact Information

This information pertains to the user reporting the issue. Contact information may be entered as the Issue is created, or brought in from the address book.



To find a contact in the address book click the Select Contact

button , then navigate to the user based on their last name or perform a search for the user.

If you enter unique data on the Contact Information tab and then click the Select Contact button, the application will automatically fill in the rest of the contact’s information stored in the address book. If you enter data that has more than one match, you will be presented with a list of contacts to select from. Click their last name to add them as the contact.

Click the History button on the Contact Information tab to view and access additional issues reported by this user.

You can click the Department History button to view and access additional issues reported by anybody in the same department as this user.

To add the contact to the address book, place a check mark next to Create Contact and click the Issue’s Save button. To update a contact already in the address book, place a check mark next to Update Contact and click the Issue Save button.



Issue Information

This is where additional information regarding the issue is recorded. Numara FootPrints has been setup with a hierarchical type categorization, so when you select a type you may then be presented with another drop down with a list of subtypes.

Description

This is the full description of the issue; it can include a virtually unlimited amount of text. This is a good place to capture everything the user says about the issue. The Description acts as a journal and may be appended to many times. Each time it is appended, the new material automatically receives a time, date, and user stamp. The Description field can also contain a drop-down list of Quick Descriptions. A Quick Description is pre-defined text that may be used to populate the Description field. Creation of Quick Descriptions will be covered later in this course.

� The rich text editor which will work in any browser environment including Windows Internet Explorer, Mozilla Firefox, Apple Safari, and Google Chrome.

� The Description text box can be resized using the sizing tool in the bottom right-hand corner of the control.

� Click the icon below the Description field to spell check the field’s contents.

Agents can quickly search the Knowledge Base for a solution to the issue, followed by optionally importing that solution into the description. This topic is discussed in detail in the Numara FootPrints Knowledge Base chapter of this manual.



When you edit an Issue you will have the ability to View the Complete Description and Append to the description field. By checking the View Complete Description box the entire list of appended descriptions will display below the Description box while editing the Issue.

Attachments

In this section, attachments may be added to the Issue. This could include supporting documentation of the issue, such as a screen shot of an error message.

You can upload up to three attachments at a time. When you edit the Issue you will have the ability to download, delete, or replace the attachment(s).

Assignees and Notifications

In this section, one or more agents or groups may be assigned to work on the Issue; the user designated to receive notifications about the Issue may also be selected. You can also choose to add an email CC recipient, such as the user’s manager.



Before you assign an agent to work on the Issue, you can see if they have time on their schedule by clicking the Check Availability button. Working with agent and workspace schedules is discussed in detail in the Numara FootPrints Calendar and Scheduling chapter of this manual.

Time Spent

This is where you can view the time spent on an Issue. If the Numara FootPrints Administrator has enabled manual time tracking you will enter that time on this page. If you desire to make more than one time entry you may use the Add Another button. Once you have saved the Issue, the cumulative time spent will be displayed on this page.



Working with the Issue List

When you first log into Numara FootPrints you will see a list of your assignments in the middle frame of the page. This list has been designed to allow you to get to important information quickly and to view key data such as the latest description, significant priorities, and how long it has been since the Issue was last edited.

Filtering the Entire Issue List

This drop-down filter allows you to view a variety of Issue types. Some of the filter display options are: Issues assigned to other users, Global Issues, Requests, and knowledge base entries. To apply a filter click on the drop-down arrow and select the Issues you want to view.



Filtering the Issue List via Column Drop Downs

New to FootPrints 10 is the ability to filter by individual Database Columns. When a user applies a filter, the criteria are applied to all records in the associated database table; the criteria are preserved until manually cleared or the user navigates away from the homepage.

� Filtering is offered on select columns only.

Multiple columns may be filtered by clicking on the respective column drop-down arrows. When filtering has been applied to a column the column header’s text will display in italics.

Filter the Issue List via Column Drop Downs

1. Hover your cursor on an Issue List column heading to reveal a blue

dropdown arrow.

2. Click on the blue dropdown arrow.

3. Click on Filters to open a drop down list of values.

4. Select one or more values from the list.

5. Click Apply Filter to commit the filter.

6. Repeat steps 1 through 3 to filter by additional columns.



Clearing Filters

A user can clear filtering from specific columns or clear all filtering that has been applied to the Issue List.

Clear Filters Applied to the Issue List via Column Drop Downs

1. Hover your cursor on an Issue List column heading to reveal a blue dropdown arrow.

2. Click on the blue dropdown arrow.

3. Click on Filters to open a drop down list of values.

4. Uncheck all previously selected values.

5. Click Apply Filter.

6. Repeat steps 1 through 3 to clear filtering from other columns.

Clear All Filters Applied to the Issue List

1. Click the yellow funnel that appears above the Issue List.

� This funnel will only display if filtering has been applied to the Issue List

2. Click the Clear Filter link to remove all filtering that has been applied

to the Issue List.



Sorting by Column

New to Numara FootPrints 10 is the ability to sort the Issue List by column. This feature allows the user to change the sort order of Issues within the Issue List by clicking on the column header. Click it once to sort the column in ascending order; first to last. Click a second time to reverse it to descending order; last to first. Sorted fields will display a solid white arrow next to the column name. This arrow points in the direction sorting has been applied.

Resizing Columns

New to FootPrints 10 is the ability to manually resize columns. Similar to Microsoft Excel

®, columns can be resized by placing your cursor between

column headers and dragging the column divider left or right.

Reordering Columns

New to Numara FootPrints 10 is the ability to reorder columns directly from the Issue List. The order of the columns in the Issue List may be altered by clicking on the column header and dragging the column to the right or to the left. Two blue arrows will indicate where the column is to be placed.

Viewing the Description

The first couple of sentences of the most recent Description are shown with the Issue Title. These are differentiated through the use of font colors; blue is used for the Issue Title and dark grey is used for the most recent Description. To view more of the Description without opening the Issue, click the [more…] link to reveal additional options below the Issue, and then click the Descriptions link.



Using Quick Edit

Numara FootPrints 10 includes the ability to quickly work through assignments without actually opening the record. Using the Quick Edit feature you can update the status, priority, description and up to five additional fields.

� Adding Quick Edit fields is covered in detail in the Numara FootPrints Administration Options chapter of this manual.

Use Quick Edit

1. Click the Issue Title.

2. Update the fields at the top of the screen as required.

3. Add a Quick Description or enter your own description.

4. Select the users who the system should Send Email To.

5. Click the Update Issue button.

� If you need to access fields that are not available in the Quick Edit screen click the Switch to Full Edit link at the top of the screen.



Editing Issues

If the data you need to update is not available on the Quick Edit screen you will need to open the record in full edit mode. This will give you access to the entire Issue.

Edit Issues

1. From the homepage, locate the Issue and click the [more…] link located below the Issues title and description.

2. Click the Edit link.

3. Make the required edits.

4. Click the Save button.



Viewing Issue Details

To open an Issue for viewing, click the [more…] link and then the Details link. This opens the Issue in read-only mode that includes a toolbar allowing for completion of other actions as described briefly in the table below.

Tool Function

Edit If you have opened the Issue in Detail mode, you can access the edit mode by clicking the edit button.

Details If you have opened the Issue in edit mode you can view the Issue details by clicking the Details button. Clicking this button while already in Details view will refresh the Issue.

Copy Opens a second toolbar with options to copy the Issue within the current workspace, copy to move the Issue to another workspace, or move the Issue to another workspace.

Link Links the Issue to another Issue in the current workspace or in another workspace.

Subtask Opens a second toolbar with options to create a Subtask under the Issue, or to make this Issue a Subtask of an existing Issue.

Global Turns the Issue into a Global Issue, or a GlobalLink.

Delete Deletes the Issue from the workspace.

Report Displays a report of the Issue in a separate window for printing.

Add to KB Creates a Solution for the knowledge base with details from the Issue.

� Links, Subtasks, Global Issues and links, and the knowledge base will be discussed in later chapters of this course.



Quick Action Checkbox Dialog

The Quick Action checkbox dialog, available on the Numara FootPrints homepage, allows users to perform an action on one or more Issues. This provides a quick means to update, report, or to make changes to multiple Issues simultaneously.

Quick Action Checkbox Dialog

1. On the left side of the Issue List, check the box for each of the Issues you wish to change, or check the box at the top of the column to select all of the Issues displayed on the current page.

2. Select the action you need to perform from the Actions drop down list above the checkboxes.

3. Click



Some Action Dialog functions are only available to administrators, while others are available to agents and administrators:

Available To Function

All Internal Users Report and Close

Administrators Only Delete, Status, Priority, Assign

Those with “Taking” Rights

Taking

Supplemental options may appear depending on the original action that is selected. These are:

Report: Displays the details of the Issues in a separate window. If custom templates have been created, a drop-down is displayed that lists the available templates (Work Order, RMA, etc.) The Summary report displays all Issues in one window. Custom templates display each Issue in a separate window for printing purposes.

Close: Closes the Issues selected. Only Issues to which you have close rights are closed.

Delete: Deletes all Issues selected.

Status: Changes the status of the Issues selected.

Priority: Changes the priority of the Issues selected.

Assign: Re-assigns the Issues selected to a specified agent(s).

Taking: Takes the Issue and assigns it to you.

When Status, Priority, Assign, or Taking is selected:

� A special change Issues page is displayed.

� Select the new priority, status, or assignees for the Issues.

� If re-assigning an Issue, you can unassign the current assignees of the Issues selected by checking the Remove Previous Assignees checkbox.

� You can optionally enter notes in the description text box. The notes are appended to all Issues selected.

� Check the boxes to send email to the Assignees, Customer Contacts, and CCs for the selected Issues.

� Click the Save button to update the Issues and send the emails.



Issue History

This is where you can access an audit trail of all actions performed on an Issue in an easy to read column format. This section will only be available when editing Issues. Note that a new Issue will not have a history to display until it is saved. The links at the top of the screen include:

� Complete History: All activity of the Issue.

� Issue History Only: Actions performed on the Issue by all users and those automatically performed by the system.

� Email History: All email activity for the Issue.

The table below describes the information that is maintained for each entry in the History.

Data Description

Date The date the action was performed.

Time The time the action was performed.

User The user who performed the action. If the action was performed by the system automatically, the escalation rule is listed here.

Action The action performed on the Issue, i.e. "Changed Status," "Changed Priority," "Updated Description," etc. The Action column includes initial settings for all Numara FootPrints Issue fields and describes any changes made to fields in subsequent history entries.

Email Type For email actions, the type of mail (incoming update or outgoing email notification) is displayed along with the user who made the update or received the notification.




1. What is an Issue? Does your organization have to use the term “Issue”?

2. How do you access the Quick Edit feature?

3. What three options do you have available once you click the [more…] link next to the Issue Description?

4. What is the Quick Action checkbox used for?

5. How can you view a history of issues for a specific user?



NOTES



NOTES



Numara FootPrints Advanced Issues

Objectives


� Understand the Linear and Distributed Workflow Models

� Create and Use Master Issues with Subtasks

� Administer Master Issues and Subtasks

� Create and Use Quick Issues and Master Issues with Subtask Templates

� Create and Use Global Issues and GlobalLinks

� Create and Use Quick Descriptions

� Link Issues and Administer Dynamically Linked Issues



Understanding Workflow Models

There are two business models that organizations typically follow to route and escalate work orders: linear and distributed workflow models. The model you choose to employ depends both on the structure of your service desk and the requirements of your organization.

Linear Workflow Model

In the linear workflow model, one Issue is typically assigned to, handled, and completed by one or more agents. There is rarely a need to divide the problem into Subtasks. If additional agents are needed, then the Issue is simply reassigned to the next agent.

Distributed Workflow Model

In the distributed workflow model, a centralized service desk receives the Issue, which can then be routed to one or more agents by creating Subtasks. The key benefits of Distributed Workflow Model are:

� More accurate tracking of all of the pieces of work relating to an Issue.

� Ability to track a variety of tasks related to a common workspace.

� Better reporting of all activities that are performed by staff.



Master Issues and Subtasks

Numara FootPrints includes a multi-part Issue feature that facilitates a distributed workflow model. This attribute, called Subtasks, makes it possible to create Master Issues with tasks that are assigned to multiple service desk agents. In a case where a complicated Issue is submitted, requiring the expertise of multiple agents, Subtasks provide a way to track each agent’s progress. The Master Issue provides information from the overall perspective of the coordinating agent. Subtasks provide the work order history from the focused perspective of individual agents. Utilizing Subtasks, each agent can log his or her work in a separate record. For example, an Issue may be submitted to set up a work area for a new hire. One technician will be responsible for the overall workspace. Additional technicians will receive Subtasks, such as setting up passwords, obtaining hardware, imaging the PC, and any other pre-requisite tasks that need to be completed before the area is ready for the new employee. Numara FootPrints can be configured to automatically close the Master Issue once the last Subtask has been closed, and to automatically close all Subtasks once the Master Issue has been closed. There are two ways to create a Master Issue with Subtasks, both require you to be in the details view of the Issue:

� Create the Master Issue then add Subtasks.

� Link an Issue to another Issue, making the former a Subtask of the latter.



Create Subtasks from a Master Issue

When you create a Subtask, many of its fields are pre-populated based on the content of the Master Issue. You can modify these and fill in the rest just as you would for a regular Issue.

Create a Master Issue and Add Subtasks

1. Create an Issue as you normally would.

2. From the Homepage, open the Issue in the Details view.

3. Select the Subtask button to access the Subtask toolbar.

4. Select the Create Subtask button .

5. The resulting page is the same as an Issue; however it has been linked back to the Issue you were in, rendering it a Subtask.

6. Enter the Subtask details.

7. Click Save to return to the Master Issue.

8. Repeat steps 3 - 7 as required.



Link an Issue to Another Issue

When linking one Issue to another as a Subtask, you may select from any existing Master Issue or any regular Issue. You cannot link to a Global Issue, GlobalLink, or Subtask. Although you can choose from a list of active Master Issues, if you know the number of the Master Issue it will save time.

� Once you have made an Issue a Subtask you will no longer have the Subtask button available.

� Global Issues and GlobalLinks are discussed in detail later in this chapter.

Link an Issue to Another Issue

1. Create an Issue as you normally would.

2. From the Homepage, open the Issue in Details view.

3. Select the Subtask button to access the Subtask toolbar.

4. Select the Link to Master button.

5. Enter the Issue number of the Master Issue.

� If you want to make sure you have input the correct Issue number you can click the View Details button to see the Issue in read-only.

-or-

Click the View Master Issues button to select from a list of active Master Issues.

6. Click the Go button to return to the Subtask.



Sequencing Subtasks

When there is more than one Subtask for a Master Issue, Numara FootPrints allows for sequencing of the Subtasks. With sequencing certain Subtasks cannot be closed or edited until certain others have been closed. This can be configured by agents with the appropriate role permissions “on the fly” as they work in a Master Issue. See Quick Issue Templates below for information on how to do this using the administration function.

Sequence Subtasks


2. Select the Related Issues tab.

3. Click the Sequence Subtasks button.

4. Use the Order # drop-down boxes to set the sequence. You can specify more than one Subtask with the same number. If you do so, then either of the equivalent Subtasks can be closed ahead of the other, but any Subtasks that have been set to higher numbers must still wait until the Subtasks with equivalent numbers have been closed.


Unlinking Subtasks

You use the same screen to unlink Subtasks that you do to enter their

sequence by clicking the Unlink button .

Updating Subtasks from the Master Issue

When you update a Master Issue you will have the option of updating the Subtasks with the same data. Once you access the edit mode of a Master Issue you will see the Update Subtasks frame under General Information. By checking one or more of these boxes you will update the Subtask with the changes made in the Master Issue when you click the Save button.



Administering Master Issues and Subtasks

Numara FootPrints has a number of configuration options available that can be used to automate the process of working with Master Issues and

Subtasks. To access these options, navigate to Administration →→→→

Workspace →→→→ Automated Workflow →→→→ Issue Workflow; then select the appropriate section as defined below.

� Once you have made your modification(s) you will need to enter your password, and click the Save button for each section.

Subtask Closure Process

Once the last Subtask has been closed, Numara FootPrints can either automatically close the Master Issue, or send an email to the assignee(s) of the Master Issue informing them that the last Subtask has been closed. The assignee(s) of the Master Issue can then review the Subtask(s) and close the Master Issue manually.

Subtask Sequencing

When there is more than one Subtask for a Master Issue, Numara FootPrints allows configuration of a sequence for Subtasks so that some Subtasks cannot be closed or edited until others have been closed. If you choose to take advantage of this feature you can also specify a status for Subtasks that are not currently active. The name you use cannot be the same as the statuses you have created for non-sequenced Subtasks. For example, if you have a status called “Waiting” you cannot use that for your inactive Subtasks. We suggest you use the term “Inactive.” You can also select the status you want to use for Subtasks when they become active or closed.



Subtask Automatic Status Change

Numara FootPrints may be configured to automatically update the status of the Subtask based on the status of the Master Issue. For example, you can use this feature to automatically close all Subtasks when the status of the Master Issue has been changed to “Closed.”

Copy Subtasks into this Workspace

Here you simply determine whether Subtasks will be copied/moved when the Master Issue is copied/moved.

Subtask Field Inheritance

Configure which Subtask fields will inherit, or have the same values as, the Master Issue.



Quick Issue Templates

With Quick Issue Templates you can accurately and quickly log support tickets of common tasks, as well as document reoccurring Issues. For example, you can select quick Issues with pre-populated information for items like resetting user passwords, restoring lost data, or anything else that may commonly occur within your organization. You can also create Master Issue/Subtask templates. For example, you can create a Master Issue/Subtask template for new hires, employee terminations, or operating system upgrades. Quick Issue Templates are created by the Workspace Administrator for use by agents. The first 10 Quick Issue Templates are available to agents from the Numara FootPrints toolbar under New Issue. The full list will be presented in a drop down on the top of the Issue page when you are in create or edit mode.

Create a Quick Issue Template

In the Manage Quick Issues Templates area you can create a new template, as well as edit, delete, or rename an existing Quick Issue Template.

Create a Quick Issue Template

1. Select Administration →→→→ Workspace →→→→ Automated Workflow →→→→ Quick Issue Template.

2. Select the Create button.

3. Enter the Template Name.

� There is a 20 character limit for the template name.

4. Click the Go button.

5. Enter your Password and click the Go button.

6. Enter the appropriate information on the Issue Information, Description, Attachments, and Assignees and Notification tabs.




Create a Master Template with Subtasks

In addition to create a single quick Issue, you can create a new Master Issue/Subtask template. This can be used for issues such as new hires or employee termination. The field value inheritance feature can be used to speed up the creation of the Subtasks by copying the field values from the Master Issue template to the Subtasks template.

Create a Master Template with Subtasks

1. Create a Quick Issue Template.

2. Put a check in the Master Template check box.


4. Enter your password and click the Go button.

5. Enter the appropriate information for the Master Issue on the Issue Information, Description, Attachments, and Assignees and Notification tabs, and click the Save button.

6. The template will now have (Master) after the name in the Manage Quick Issue Templates area.

7. When you select the (Master) template a Subtasks area will display.

8. Click the Create button next to the Subtasks area.

9. Enter the Template Name for the Subtask.



12. Enter the appropriate information for the Subtask on the Issue Information, Description, Attachments, and Assignees and Notification tabs, and click the Save button.

13. Select which fields, if any, should inherit the Master Issue values.

14. Repeat steps 7 – 13 for any remaining Subtasks.



Sequencing Subtasks

The Subtasks you create may be configured to automatically sequence when the Master Issue template is used.

Sequence Subtasks

1. Select the Sequence button in the Subtasks area.


3. Place a check mark in the box indicated to turn on sequencing (or uncheck the box to remove the sequencing).

4. Use the Sequence drop-down boxes next to the Subtask names to set the sequence order.


Define Quick Issue Ordering

You can specify the order that agents will see the quick Issues on the toolbar menu by highlighting a single field at a time and using the up and down Change Order arrows to move its display position. You can also choose to order the Issues alphabetically by clicking Sort Ascending or Sort Descending.

� The first 10 in the list will be presented on the homepage when the agent hovers on the New Issue button.



Using Quick Issue Templates

Once the Numara FootPrints Administrator has created the Quick Issue Templates the agents will be able to access them in two places:

� From the homepage

� While creating an Issue

Use Quick Issue Templates

1. On the Homepage, hover on the New Issue button on the toolbar.

2. From the drop-down select the Quick Template that you want to use.

3. A new Issue will be created with pre-populated data.

-OR-

1. Create a new Issue.

2. Select the Template from the drop-down on the Issue title bar.

3. Click the Use selected template button on the Issue title bar.

4. Modify as necessary and click the Save button.



Global Issues

Global Issues differ from regular Issues because they may be linked to many common or duplicate Issues, making them one entity. At any given time, you may have three or four Global Issues, or you may have none at all. You should reserve Global Issues for important, all encompassing Issues that affect many users, such as system outages, application bugs, or virus warnings.

� Because Global Issues are broadcast to many users, sometimes customers, it may be advisable to restrict access to creating them. A User Permission Role option is available for this purpose. Roles will be discussed in a later chapter of this manual.

You might want to consider using Global Issues under the following circumstances:

� Several customers are reporting similar issues; such as “I cannot send email.”

� To let customers and agents know that a planned outage or upgrade is scheduled on a certain date at a specific time.

� When you introduce new elements to your environment that are likely to cause an increase in Issue Requests.

Create a Global Issue

If an agent or administrator knows that an issue (such as a server crash) will soon be reported by many customers, then a Global Issue can be created from scratch to proactively address the problem. Hover on the New Issue button on the Homepage toolbar and then select New Global.

� If you don’t see this button then your Numara FootPrints Workspace Administrator has restricted you from creating Global Issues.

A Global Issue is essentially the same as a regular Issue. The main distinctions are:

� There is an option in the title bar to allow you to Broadcast to Agents.

� Global Issues do not have contacts; therefore the Contacts tab is absent.

� Global Issues will display a special icon when viewed from the

homepage.



Converting an Issue into a Global Issue

Existing Issues may be turned into Global Issues after they have been created. For example, a customer may report that they cannot get into their email; following some investigation, the agent realizes that the issue is not specific to that user.

Convert an Issue into a Global Issue

1. From the Homepage, open the Issue in Details view.

2. Select the Global button to access the Global toolbar.

3. Select the Make Global button.

4. The Create Global Issue form is displayed. Make any necessary changes to the Issue.

� Note that the contact information is not displayed. This information is not lost. When the Global Issue is created an associated GlobalLink is also created with the customer’s contact information.

5. Click Save.



GlobalLinks

Once a Global Issue has been created it is very likely that customers and agents will continue to report issues for the same underlying problem. Instead of having a number of separate Issues, agents and customers can link to the Global Issue, creating GlobalLinks. When a GlobalLink is created it inherits many properties of the Global Issue, while still maintaining the contact information for the individual customer. When you close a Global Issue all of the GlobalLinks will also be closed.

Agents can create a GlobalLink from a Global Issue or a regular Issue.

Restrictions of Global Issues

The relationship between Global Issues and GlobalLinks is governed by rules that require certain restrictions be met:

� A GlobalLink cannot be created from another GlobalLink: you must create the GlobalLink from the Global Issue.

� A Global Issue cannot be created from another Global Issue: this would result in duplicate Global Issues. To replace a Global Issue, delete the original, and create a new one.

� A Subtask cannot be created for a Global Issue or a GlobalLink: Subtasks and Master Issues have their own rules and links, Global Issues and GlobalLinks cannot contain Subtasks.

� A Master Issue cannot become a Global Issue or a GlobalLink: Subtasks and Master Issues have their own rules and links, Global Issues and GlobalLinks cannot contain Subtasks.

� Global Issues and GlobalLinks cannot be copied and linked to other Issues or workspaces: while regular Issues can be copied and linked within the current workspace or to another workspace, Global Issues and GlobalLinks do not have this option.



Create a GlobalLink from a Global Issue

There are two methods you can use to create a GlobalLink from a Global Issue: � Once a Global Issue has been created it will be listed in the Global

Issues component of the Dashboard.

Click the Create a GlobalLink for this Global Issue button and fill in the Issue as you would normally.

� You can also access the Details view of the Global Issue and click the

New GlobalLink button on the toolbar and fill in the Issue as you normally would.

Create a GlobalLink from the Details View of an Issue

While you are creating an Issue it may come to light that it is actually a symptom of a bigger problem that your team is already working on. If that is the case, you can easily convert it to a GlobalLink.

Create a GlobalLink from the Details View of an Issue


2. Select the he Global button to access the Global toolbar.

3. Select the Link to Global button.

4. Select an open Global Issue from the drop-down list.

5. Click the Go button to return to the Homepage.



Unlinking a GlobalLink from a Global Issue

Once the Global Issue has been closed, the GlobalLinks will automatically close. However, there may be times when the customer calls your service desk to let you know that they are still experiencing the problem. For example, the Exchange server crashing may be why all but one of your customers couldn’t get into email; one customer may have a corrupt file. In order to avoid this situation you may want to consider contacting the customers who have a GlobalLink Issue to be sure their issue has been resolved before closing the Global Issue. Since this is not always possible, Numara FootPrints has the ability to unlink a GlobalLink from a Global Issue.

Unlink GlobalLinks from Global Issues

1. From the Homepage, open the Global Issue in the Details view.

2. Select the Related Issues tab.

3. Click the Unlink button.

� If you are not certain of the Issue you wish to unlink, click the View Issue Details link.



Quick Descriptions

A Quick Description is pre-defined text that an agent can quickly insert into the workspace description field. These can be used to make common answers readily available to agents, or to define Solution templates. Quick descriptions are available to agents in two places via a dropdown field:

� In the Create Issue description dialog header.

� In the Quick Edit dialog box.

Creating Quick Descriptions

Once you have created Quick Descriptions, agents will be able to insert pre-defined data into the description field quickly and easily.

Create a Quick Description

1. Select Administration →→→→ Workspace →→→→ Fields →→→→ Quick Descriptions.

2. Enter a name for the Quick Description.


4. Using the WYSIWYG screen create your new Quick Description then click the Save button.



Using Quick Descriptions

Once you have created at least one Quick Description, the Issue Description tab will have a drop-down available that allows the agent add the Quick Description.

This drop-down will also be available in the Quick Edit screen.



Linking Issues

Linking Issues may be done by either copying an Issue, creating a Master Issue/Subtask relationship, or via GlobalLinks. Issues can also be linked directly to one another. This can be done with a static link, in which changes to one Issue do not affect the data within the other Issue. This may also be done with a dynamic link, in which changes to one Issue are reflected in the other Issue. The workspace’s Issue workflow rules dictate the fields that get updated for a dynamic link. The available fields are title, status, description, priority, Issue information fields, contact information fields, and attachments. These rules are covered at the end of this chapter.

� Issues can be linked within a workspace or across multiple workspaces.

Link Issues

1. Before creating the link, obtain the Issue number of the Issue you want to link to.

2. From the Homepage, open the Issue that you want to link from in the Details view.

3. Click the Link button.

4. Select the workspace that contains the Issue that will be linked.

5. Input the Issue Number.

6. You can click the View Details button to verify you input the correct Issue number.

7. Select a Link Type of Static or Dynamic.


9. To view the linked Issue, or unlink it, select the Related Issues tab.



Dynamic Issue Linking Administration Options

The Numara FootPrints Administrator has the ability to specify which actions should be performed automatically when a dynamically linked Issue

has been updated. To access this screen select Administration →→→→

Workspace →→→→ Automated Workflow →→→→ Issue Workflow.

� Issues that are linked across different workspaces with different values in the Status, Priority, etc. fields will not carry over values that are not found in this workspace.

� Issues will not be updated when a customer performs the edit.




1. What are the two workflow models that Numara FootPrints supports?

2. What is a Subtask?

3. What is a Quick Issue Template?

4. Under what circumstances will you create a GlobalLink?

5. Where do you go to specify which fields will be automatically updated as a result of a dynamically linked Issue having been updated?



NOTES



NOTES

Use r P r e f e r e n c e s


Numara FootPrints User Preferences

Objectives


� Review the My Preferences Page

� Configure General Preferences

� Configure Numara FootPrints Dashboard Preferences, Including Adding and Deleting and Moving Components

� Configure the Homepage List Preferences

� Configure Issue Preferences

� Configure Miscellaneous Preferences



Customizing Your Preferences

The My Preferences page allows agents, administrators, and customers (if configured) to customize their homepage, as well as set a wide variety of other personal preferences. Users can change their email address, password, security options, homepage list, Numara FootPrints Dashboard preferences, and much more. Most options apply to Numara FootPrints system-wide, with the exceptions of List Preferences and the security option to Require Password for Issues, which are chosen on a per-workspace basis. To configure your preferences, click the Preferences link on the top right side of the Numara FootPrints toolbar.

� When you are done making your selections, enter your password, and click the Save button at the top of the page.

Many of these preference modifications require a refresh of the full frameset. If you have changed one of those options you will be alerted to click your browser's refresh button, or click the Go button.



Personal Info Tab

Changes made to general preferences will affect all of your workspaces. This screen contains the following options:

� Name: The display name of the agent when selecting as an assignee and at the top of the homepage.

� Primary Email Address: The email address where notifications will be sent, and whether the notifications will be sent.

� Pager Email Address: The pager address where notifications will be sent, and whether the notifications will be sent.

� Wireless Email Address: The wireless address where notifications will be sent, and whether the notifications will be sent.

� Change Password: The password the agent uses to login to the Numara FootPrints application. If you change this, and have enabled an automatic login you will have the ability to update this information the next time you login.

� Default Workspace: If you have access to more than one workspace, you can select the one you will automatically see each time you login to Numara FootPrints.

� Your Local Time Zone: By default, Numara FootPrints displays all dates and time in the time zone of the Numara FootPrints server. If you select a different time zone then all dates and times will be adjusted to reflect your time zone.

� Date Format: This option determines how dates are represented.

� Preferred Language: This option allows you to change the language that the labels throughout the application will use.

� U.S. Government Section 508 Compliance/Visually Impaired Enhancement: This feature enables Numara FootPrints to be better accessed by visually impaired agents. If enabled, Numara FootPrints is optimized to be used with the "JAWS" browser and other similar browsers.

� Numara FootPrints Serial Number



Issue Page Tab

Issue preferences allow you to specify options that determine how your Issues will appear. Each user can configure the various options to their specifications, allowing for a custom workflow analysis. These options bring the work directly to the user, enabling them to work more efficiently.

� Interface Style: You can choose between using tabs and expand/collapse. When you select Tabs you can also specify which tab will be displayed first when each of the three page types is shown.

When you select Expand/Collapse you can select which sections are displayed in the expanded mode for each of the three page types. A check in the box beside the section name indicates that the section will be expanded.

� Automatic Spell Check: Optionally enables automatic spell checking. The spell check occurs after you submit or update an Issue.



� HTML Description Editor: The Description field can include controls for formatting the text, including font type, size, color, bulleted and numbered lists, and tables. Internet Explorer v5.5 or greater is required for this feature to work. If disabled, a plain text box is used instead.

� Flip-Thru Description Viewer: If enabled, when the agent views the Issue Description field, only one description is displayed at a time. Arrow buttons allow the user to "flip through" multiple descriptions for the Issue. An additional control above the Description field allows the user to display all of the descriptions at once in a new window.

� Display Complete Description on Edit: If enabled, a display field that cannot be edited is included just before the description field. This allows the agent to scroll through previously entered descriptions without opening a separate View Current Description window.

� Edit Most Recent Description: If enabled, the last description of an issue appears on the edit page in a separate box for editing purposes.

� Prefill New Issues with My Contact Information: If enabled, the contact information section of the Issue is always pre–populated with the address book record of the agent entering Issue data. The agent must have a corresponding record in the address book for this to work or the fields will remain empty.

� Open Attachments from a New Window: If enabled, a new window is opened when you click on a file attachment to download it.

� Behavior After Issue Create/Edit: After modifying a record you can have the system: Close window and/or Refresh Homepage, Display Issue Details, or Display Confirmation Page Only

� Quick Descriptions/Signatures: This can be used to have common answers readily available, or to create a personal signature. To use a Quick Description when working on an Issue, you select the name of the Quick Description the same way as those created by the Workspace Administrator. Any created by the agent will be listed under “Personal.”

To create a Quick Description, click the Configure Quick Descriptions/Signatures button, enter a name for the Quick Description, enter your Password and click the Go button.

Then use the resulting screen to create your Quick Description.



To edit, re-order or delete a Quick Description, click the Configure Quick Descriptions/Signatures button, select the task you want to perform. When you are finished, enter your Password and click the Go button.

� Require Password for Issues: The security option allows you to restrict others from updating your assigned Issues (for example, if you are away from your desk) by requiring a password.

The password you use is the same as your password for the Numara FootPrints application. If you enable this feature, a Password text box will display next to the Save button. You will need to enter your password each time you create or edit an Issue.



Homepage Tab

This section defines the list of Issues displayed on the Numara FootPrints homepage. By default, My Assignments is selected. The My Assignments selection lists your most recent open assignments, and is the recommended choice for most agents. It is the fastest displaying list, and allows you to be continuously updated on your assignments. However, you can choose to display any other built-in or custom list.

� Selections made in this section are workspace-specific.

This screen contains the following options:

� The lists that will be available on the homepage.

� The list that will be shown by default.



� How often you want the list to be refreshed. By default the list refreshes each time you click the Workspace Home button on the toolbar, or perform any action that brings you back to the homepage.

� The maximum number of Issues that will be displayed on each screen.

� Which field you want to sort the list by; determine whether it should be ascending or descending.

� A secondary sorting field; determine whether it should be ascending or descending.

� The ability to create a completely customized list of columns and sort order.

� The option to control column format and when Quick Links will appear.



Dashboard Tab

The Numara FootPrints Dashboard preferences section allows users to specify which dashboard components display on the top frame of the homepage in the workspace. Agents can specify different sets of dashboard components for each of their workspaces. By default, Workspace Totals and Global Issues are displayed. Dashboard components can be displayed in as many as four columns. Users can also make custom components for display on the homepage.

The top right-hand corner of the Numara FootPrints Dashboard title bar includes shortcuts to collapse all components and expand all components. You can also expand, collapse, or close individual components by clicking on the appropriate button on the component title bar. The available components and a brief description are listed below:

� Chart: When you select this component, you then select which chart to display from a drop-down field. Options are Received vs. Closed and Active Issues. If you select Received vs. Closed you must select the time period, and whether to display your Issues only or the entire workspace's Issues. The component then displays the Issues that were received and the Issues that were closed during the selected period for the designated agent(s).

� Currently Logged In Users: Lists the number and IDs of users logged into the current workspace. When specifying this component, you will be asked to set the number of records to display on the first page of the list.

� Custom Defined: Enter custom code to display anything you want in the dashboard component. This may be HTML, JavaScript, etc. For example; <html><body><iframe src="http://www.yahoo.com" name=Yahoo height=400></iframe></body></html> or <A HREF = "http://www.numarasoftware.com" target = "_blank">Click Here</A>.

� Global Issues: Lists the Global Issues. When specifying this component, you will be asked to set the number of records to display on the first page of the list.

� Most Recent Solutions: Displays the most recent Solutions in the knowledge base. You must designate how much of the Solution title field is displayed.



� My Assignments: Lists the Issue number and title of your active Issues. The list entries are linked to the Issues. Clicking on a list entry displays the Issue. When specifying this component, you will be asked to set the number of records to display on the first page of the list.

� Pending Approvals (if you are a Change Management approver): Lists change management Issues for which you are an approver and which still require a vote. When specifying this component, you will be asked to set the number of records that display for the first results page.

� Pending KB Approvals (if you are a knowledge base approver): Lists submitted knowledge base Solutions that you, or a group, are tasked to approve. When specifying this component, you will be asked to set the number of records to display on the first page of the list.

� RSS Feed: Lists entries from your selected RSS feed. When specifying this component, you will be asked to set the number of records to display on the first page of the list, and the URL for the RSS feed. RSS is a type of Web feed format used to publish content that is updated on a regular basis, such as breaking headline news. Other terms for RSS documents include “feed,” “web feed,” or “channel.” The document can contain the full text or a summary of the web site content. A website will generally list its RSS feed on the home page.

� Requests: Lists the Issue number and title of tickets in the request status. The list entries are linked to the Issues. Clicking on a list entry displays the Issue. When specifying this component, you will be asked to set the number of records to display on the first page of the list.

� Saved Search: Lists searches you have saved for quick access.

� Today's Appointments: Lists your appointments for the day.

� Workspace Totals: Lists the number of Issues categorized by status. You can click on the status to quickly display the Issues in the main frame.



Adding a Numara FootPrints Dashboard Component

Add a Numara FootPrints Dashboard Component

1. In the Available Components field, select the dashboard component to be displayed.

� You can only select one component at a time.

2. Fields will automatically be displayed based on the component type you selected. Enter additional data as required.

3. Click the Add Component button.

� The dashboard component is displayed as an icon in the Current Dashboard area. Move your mouse over displayed dashboard components to see what is included in the current dashboard.

Editing/Deleting a Numara FootPrints Dashboard Component

Edit a Numara FootPrints Dashboard Component

1. In the Current Dashboard section, click the dashboard component to be modified.

� You can only select one component at a time.

2. Change the settings as required.

3. Click the Complete Edit button. Alternatively, if you want to remove the component, click the Delete Component button.



Moving Numara FootPrints Dashboard Components

You can easily move components by dragging and dropping them while on the Homepage.

� This cannot be done while in My Preferences.

Drilling Down on Numara FootPrints Dashboard Graph

When you add a graph to the dashboard you will be able to drill-down by single clicking on the piece of the chart you are interested in. When you do so, associated details are automatically revealed below the dashboard, where the Issue list normally displays.



Miscellaneous Tab

With this section you can specify the following:

� Numara FootPrints Sync Method: choose whether to set up a 2-way or 1-way sync. The 2-way option is discussed in detail later in this course.

� Administrative Error Alerts: Available to System Administrators only, this option displays a pop-up window when system errors occur. Regardless of what you choose here, the log is always viewable by

selecting Administration →→→→ System →→→→ Logs.

� Instant Talk Preferences: Choose whether to allow customers to initiate an Instant Talk session with you. If you choose to not allow them to initiate Instant Talk sessions with you, you will still be able to initiate Instant Talk sessions with them and with other agents.

� "Checkback" Method: Select whether or not to use the Java applet method for checkback. This function regularly checks if you are available for chats, and if there are free concurrent licenses. The default is No Java applet and is recommended for most users. Select the correct method to minimize problems with losing mouse focus while working within Numara FootPrints, or Numara FootPrints "stealing" focus from other active windows on your desktop. The following table discusses your options.

Method When to Use

Java applet Recommended for users with older versions of Internet Explorer, and for users with Microsoft Java (often found on Windows 98/2000)

JavaScript Recommended for users with Sun Java on their desktop (often installed on Windows XP/2003 desktops) and with newer versions of Internet Explorer v6. If you encounter problems with page focus when using this checkback method, try using the next selection, JavaScript/HTTP, to solve the problem. "Problems with page focus" refers to a situation where, when checkback causes a page reload, the Numara FootPrints window reacquires the main focus when you are working in some other application. This is a rare problem.

JavaScript/HTTP

Should you encounter problems with page focus, as described in the preceding paragraph, use this checkback method. Recommended for users with Sun Java on their desktop (often installed on Windows XP/2003 desktops) and with newer versions of Internet Explorer v6.




1. Where do you go to change your Numara FootPrints login password?

2. Where can you view your Dashboard?

3. What are the two Issue interface style options?

4. How can you collapse all Dashboard components at the same time?



NOTES



NOTES

Ca l e n d a r a n d S c h e d u l i n g


Numara FootPrints Calendar and Scheduling

Objectives


� Discuss the Calendar Function

� Review the Personal and Workspace Calendar Basics

� Create an Appointment From the Calendar

� Create Recurring Issues From the Calendar

� Create an Appointment From an Issue

� Create a Workspace Work Schedule

� Manage Agent Schedules

� Determine Agent Availability

� Configure Calendar Preferences as an Agent

� Sync Appointments with Outlook



Calendar Overview

The Numara FootPrints Calendar is a web-based scheduling system, fully integrated with Numara FootPrints Issue tracking and customer problem management. With the calendar function:

� Agents and administrators can track personal as well as workspace-wide appointments, schedule meetings, jobs, and more.

� Calendar appointments can be linked to Numara FootPrints Issues.

� Recurring appointments can be created that automatically create new Issues for the next recurrence, reducing the amount of time it would normally take to create each Issue.

� Appointments can be synchronized with Microsoft Outlook via email, so agent’s can use either application to view their daily schedule.

� Work schedules can be defined for both the workspace and the individual agent. This includes regular work hours, holidays, vacations, and sick leave. Using this functionality will significantly reduce conflicts when scheduling work.

Numara FootPrints Calendar Options

1. Workspace: The workspace calendar can be used to track appointments for all agents and teams of a Numara FootPrints workspace. Each workspace has its own calendar.

2. Personal: Each agent/administrator in Numara FootPrints has a personal calendar where they can add both personal appointments and work-related appointments. The personal calendar remains constant throughout all workspaces for a user.

3. Availability: Each agent/administrator can have an availability schedule defined for them, minimizing conflicts when work appointments are scheduled. Availability can be linked to date/time fields in an Issue.



Personal and Workspace Calendar Basics

To view a calendar hover on the More button on the Numara FootPrints toolbar, and then select the type of calendar you want to view, either Workspace or Personal. Both calendars are set up with the same options and functions.

� The Availability calendar will be discussed later in this chapter.

Personal and Workspace Calendar’s Main Frame

� Day View: A representation of the current day, by the hour. All of the day’s appointments are listed in this view according to hour. This can be switched to Week, Month, or Year.

� Appointment Details: You can view the details of an appointment by clicking on any part of the appointment. You can also access the edit

mode or delete the appointment from this view.

� Navigate Days: You can navigate to the next day or the previous day by using the blue arrows next to the date at the top of the frame.

� Refresh/Print/Close/Help: These options can be found at the bottom of the screen.

Personal and Workspace Calendar’s Left Frame

� Current Month: A representation of the current month. Navigation options: select a day to show the Day view, select a week to switch to the Week view, or use the blue arrows to go to the next month or previous month.

� Create Appointment: Select this link to create an appointment for the current day.

� Preferences: An agent can set various options for their personal calendar. The administrator can set options for the current workspace.

� Availability: Select this link to view the availability of agents in the workspace based on their schedules.



� Access Specific Day: In addition to selecting a day on the current month calendar, you can input or select it in the text area provided and click the Go button.

� Creating and editing appointments, preferences, and availability will be discussed in detail in this chapter.



Creating Appointments from the Calendar

You can create an appointment, either tied to an Issue or not, directly from the personal or workspace calendar page. The method for creating an appointment is the same for both calendars. The appointment is setup in an easy to follow tabbed layout design.

General Information

The general information tab includes the date and time of the appointment, where the appointment is, and whether to link it to an Issue. In this tab you will also select the calendar(s) where the appointment should appear.

Create an Appointment – General Information

1. Click the Create Appointment button, or select an hour in the Day view of the calendar.

2. Enter a title for the appointment at the top of the screen. If you want other agents to quickly see who is involved with the appointment, include the names of the people involved in the title.

3. Select a Start Time for the appointment. The current date will pre-populate as a default, but may be changed by typing or selecting it using the date picker control. If a time was selected from the Day view, it will be pre-filled here. The hours are listed in the first drop down and will be either 1-12 or 0-23 depending on your preferences. Minutes are available in 5-minute increments. The AM and PM drop-down will only display if you are using a 12 hour clock.

4. Place a check mark next to All day event if that is the case with this appointment.

5. Enter a Location for the appointment.

6. When creating an appointment from the calendar, you can choose to Link to Issue using the field and then select a date field in the workspace. This will automatically create a new Issue with data from the appointment. Select No Link if you do not want to create an appointment and link it to an Issue.

7. The Calendar option is only available if you are creating a personal appointment. Select Personal to have the appointment display only to you and any attendees. Select the Personal & Workspace option to display in the workspace calendar for all users to see.



Invitees Information

In this tab, you can invite one or more members of the workspace to the appointment.

Create an Appointment – Invitee Information

1. Select the Invitees tab.

2. To invite an individual agent, select their name in the People text area and click the right arrow button.

3. To invite an entire team at one time, click the team name in the People text area, then select Assign Team and click the right arrow button.

4. Click the Check Availability button to see who is available for the appointment.

Email Confirmation

Numara FootPrints can be configured to send users appointment email confirmations. Confirmations will be sent in addition to any email notification the users would receive regarding an Issue. Email notifications will include all the information about an appointment, and can include a link to synchronize the appointment with the Microsoft Outlook Calendar.

Create an Appointment – Email Confirmation

1. Select the Email Confirmation tab.

2. Check Email me to receive an email notification about this appointment. You will receive an email regardless of whether you are invited to the appointment.

3. Check Sync w/ Outlook to include an attachment that synchronizes the appointment with the user’s Microsoft Outlook Calendar. This will be covered in more detail later in this chapter.

4. Check Email Invitees to send all invited users an email notification for the appointment.

5. Select an amount of time in Set Reminder to have users receive a second email notification before the appointment starts.

6. Click Save to create the appointment.



Creating Recurring Issues from the Calendar

Recurring appointments may be configured so that they automatically create new Issues with the next recurrence. This is useful for scheduling recurring maintenance jobs that require a created ticket, and an assigned user. The appointment must originate from the calendar. You must make the appointment first, as a recurring appointment, and link it to an Issue via a Date/Time field. Recurring Issues cannot be created if the Issue has been created first. An Issue is automatically created by the system each time the appointment occurs. The first Issue created contains the manual information entered on the Issue page; subsequent Issues will only contain the information taken from the appointment.

Create a Recurring Issue from the Calendar

1. Create a new appointment.

2. On the General Info Tab, select the Date/Time field next to Link to Issue using the field drop-down.

3. Enter data as necessary on the Invitees and Email Confirmation tabs. See the previous section for more information if needed.

4. Select the Recurrence tab.

5. Check Activate Recurrence to activate the recurrence controls.

6. Select Daily to specify the occurrence happens every X (where X is a number you specify) days or every weekday.

-or-

Select Weekly to specify the occurrence happens every X weeks and the day of the week on which the appointment recurs.

-or-

Select Monthly to specify either that the occurrence happens on a date every X months or that the occurrence happens on a day of the week every X months.

-or-

Select Yearly to specify either that the occurrence happens on a specific date each year or on a day of the week of a specific month.

7. Choose either No end date or enter an End by date and fill out the date by which the recurring appointment ends.

8. Click Save to create the appointment and the Issue.



Creating Appointments from Issues

Both personal and workspace calendar appointments can be created by Date/Time fields in Issues. The only requirement to link appointments and Issues is one Date/Time field in the workspace. The Date/Time field is a supported field type for Numara FootPrints Issues, allowing the user to specify a calendar date and time to associate with an Issue. Examples of a Date/Time field include Due Date, Start Date, Follow-up Date, and Work Scheduled. If a calendar appointment was created by an Issue's Date/Time field, then:

� The date and time from the Issue Date/Time field are set as the date and time of the appointment.

� The assignees on the Issue are listed as the Invitees on the appointment.

� The Issue description field is entered as the appointment description.

� A dynamic link is set between the appointment and the Issue. With respect to edits made on the Issue or the calendar appointment:

� If the date or time is updated on the Issue, the calendar is also updated.

� If the description is updated in the Issue, the original description is unchanged in the appointment.

� If the date and/or time of the appointment are updated in the calendar, they are updated in the Issue.

� If any other details of the appointment are edited in the calendar, those edits are not changed in the Issue.

Create Appointments from Issues

1. Create a new Issue, or edit an existing one.

2. Select the Date/Time field to be used for the link.

� Date/Time fields are indicated with the following icon:

3. Select the date.

4. Select the start and end times for the appointment by clicking the radio button, select a time from the times list for the start of the appointment, then doing the same for the end of the appointment.

5. For Calendar, select either Personal or Personal & Workspace. If Personal is selected, the appointment is added to each assignee’s personal Calendar. If Personal & Workspace is selected, the appointment is also displayed on the Workspace Calendar for the current workspace.


7. Click Save in the Issue to save the Issue and create the appointment.



Workspace Schedule

A Workspace Schedule may be defined for a workspace and for individual agents. Regular working hours, days off, exceptions to the regular schedule, and holidays can be defined by the Workspace Administrator. Escalation rules can even be configured to follow the calendar. Additionally, administrators can set a schedule for a second shift. The corporate schedule, as reflected in the Workspace Work Schedule, can be tied to the agent schedule for company holidays. It may also be separated if agents need to be available to work when the organization is officially closed. For example, your company may consider the Friday after Thanksgiving as a holiday for most employees, but if you are supporting locations in other countries you may need to have some of your agents available for the international calls.

Define the Workspace Work Schedule

1. Navigate to Administration →→→→ Workspace →→→→ Other Options →→→→

Calendar and Scheduling →→→→ Work Schedule.

2. Select the Workspace radio button.

3. Click the Edit button. Alternatively, click Add if you want to create an additional custom schedule. The rest of the steps will be the same.

4. Define the Normal Work Week by selecting the Work Day and the Start Time and Stop Time that your service desk staff is available. If your service desk is available 24 hours select 24 Hour Day.

5. If you have a second shift, click Toggle 2nd

Shift to display a second set of times for each of the work days. Then enter the Start Time and Stop Time.



6. Define the Holidays/Exceptions by selecting the Type, giving the day a Name, selecting the New Date, and clicking the Add New button. You can also add these to each agent’s schedule by checking Send to all agents’ schedules.

7. You can Delete or Modify these options by selecting the Holiday/Exceptions date in the text box and selecting the appropriate button.

8. The Reporting Options will only be required when you have the same number of work hours defined for each day of the week.

9. The SLA Options are used to define the number of hours in a work day for SLA reporting options. One day of the work schedule time is configured to be equal to this many hours of the work schedule time calculating the SLA due date, not the next day for which work is scheduled.

10. To Apply Changes, enter your Password and click Save.



Managing Agent Schedules

Scheduling allows users to manage their work schedule, as well as make it available to other agents in the workspace, minimizing conflicts. The Workspace Calendar is defined by the Workspace Administrator. Default schedules can be created for all agents in a workspace by the administrator, but agents can also modify their own schedules as necessary.

Manage Agent Schedule as an Administrator

The Workspace Administrator can create and manage each agent’s schedule.

Manage Agent Schedule as an Administrator


Calendar and Scheduling →→→→ Work Schedule.

2. Select the Agent radio button.

3. Select an agent from the drop-down.

4. Click the Edit button.

5. Define the normal work week and holidays/exceptions using the steps outlined in the previous section.

Manage Agent Schedule as an Agent

If their role permissions allow, agents can create and modify their own schedules through the Numara FootPrints personal calendar.

Manage Agent Schedule as an Agent

1. Hover on the More button on the Numara FootPrints toolbar.

2. Select Personal Calendar.

3. Click the Work Schedule button.

4. Define the normal work week and holidays/exceptions using the steps from the previous section.



Agent Availability

Before scheduling work, you can verify that the agent is available at the needed time. If a work schedule is defined for an agent, then the agent's work schedule is used when determining availability. If there is no work schedule for an agent, the workspace work schedule is used to determine availability.

Defining Options for Availability

The Workspace Administrator has two options that may be used to determine availability of agents throughout Numara FootPrints.

Define Options for Availability


Calendar and Scheduling →→→→ Availability.

2. Enable Auto-Check Availability to have Numara FootPrints automatically check agent schedules when creating or editing Issues.

� The check is done when Save is clicked.

3. Select which date the auto-check should be based on.

� You can base this on any date/time field in the database.

4. When viewing the availability of one or more date or date/time, fields can be used as criteria for determining agent availability in addition to the current date/time. Select the fields to include in the Date Fields for Availability text box.

Viewing Schedules

Agent schedules can be viewed two different ways. Additionally, once you have accessed the availability screen you have options regarding which agents, and what day and time frame to view.

View Schedules

1. Select More →→→→ Workspace Calendar from the Numara FootPrints

toolbar and then the Availability button.

-or-

Select More →→→→ Personal Calendar →→→→ from the Numara FootPrints toolbar and then the Availability button.



2. The Legend in the lower left window explains the matrix, using the colors that have been defined by the Workspace Administrator.

3. Use the blue arrows at the top of the window to move to the next or previous day.

4. To jump quickly to another month click the Change Date button and use the resulting calendar control.

5. By default you will see the availability for all agents. Click the Display drop-down to Available Agents, Agents Currently Logged On, or agents based on the team they belong to.

6. The work day range defaults to 7:30 AM to 5:30 PM. Select a different start time from the Display Start Time drop-down list to change the time range. The start and end times may also be changed by using the blue arrows within the availability matrix.



Checking Availability from the Calendar

Agents can access this window from the Calendar while scheduling appointments, and from the Create Issue and Edit Issue screens. In addition to the options explained in the Viewing Schedules section above, users can select the agents they would like to invite to the appointment.

Check Availability from the Calendar

1. Create an Appointment from the Workspace or Personal Calendar.

2. Select the Invitees tab.

3. Click the Check Availability button.

4. Check the box next to the names of the agent(s) you plan to invite to the appointment.

� You will get a warning message if you select the name of an agent whose time is not free for the scheduled appointment if the auto-check availability option has been enabled by the administrator.

5. Hover over an unavailable time slot to have a pop-up display, showing the title of the appointment.


Checking Availability for an Issue

When creating or editing an Issue, you can check your availability or the schedules of agents from either the create Issue or edit Issue screen.

Check Availability from the Calendar

1. Create a new Issue, or edit an existing one.

2. Select the Assignees and Notifications tab.

3. Click the Check Availability button.

4. If your administrator associated date fields with the schedule, for example: follow-up date, you can switch to that date to see agent availability.

5. Check the box next to the names of the agent(s) you plan to assign to the Issue.




Calendar Preferences

Each agent can set various options for their personal calendar. The selected options will affect whether emails will be automatically sent, whether to automatically include the option to synchronize the appointment with Outlook, as well as various display options. To set agent preferences for the calendar, select the Preferences button

on the Day View of the calendar.



Syncing Appointments with Outlook

While the Numara FootPrints Calendar has many advantages because it's web-based, and integrated with Numara FootPrints Issues, most clients use it in addition to their usual personal or desktop calendar to better track appointments. To allow for better appointment tracking, Numara FootPrints Calendar can be synchronized to Microsoft Outlook via email and the vCal standard. vCal is a standard used by software programs to allow users to exchange calendar appointments between different calendar applications. Numara FootPrints Calendar email notifications can include VCal attachments allowing users to place Numara FootPrints Calendar appointments in their Outlook calendar with a mouse click.

� This function is part of the base product and will not be used if you have purchased and configured Numara FootPrints Sync.

Sync Appointments with Outlook

1. Create an appointment.

2. Select the Email Confirmation tab.

3. Check the Sync w/ Outlook box.

4. An email notification is sent to your Outlook Inbox.

5. Open the email.

6. The email contains an attachment; open the attachment.

7. Microsoft Outlook will open the attachment as it would any other appointment.

� Synchronizing with Outlook is one-way only. Changes made to appointments in Outlook are not reflected in Numara FootPrints. Changes made to the Numara FootPrints appointment result in another email notification.




1. What is the difference between a Workspace and Personal calendar?

2. Is it possible to create an appointment that is not tied to an Issue?

3. How many shifts will the Workspace Schedule support? How do you

set up a 24 hour day?

4. How are reoccurring appointments created? What is an example of

when you might use a recurring appointment?

5. Numara FootPrints can be synchronized with which popular e-mail

tool? Is this a one-way or two-way synchronization?



NOTES

Cus t om i z a t i o n s


Numara FootPrints Field Customizations

Objectives


� Create Custom Fields

� Customize Built-in Fields

� Customize Priorities and Statuses

� Create Submission Tracking Fields



Customizing Issues

In order to use Numara FootPrints to track data specific to your organization, you can easily customize Issues, and the forms used to document them. One of the most powerful options is the ability to create custom fields. Workspace fields are used to track information for the Issues in your workspace. You can easily add new fields that can be displayed in the Issue information section when creating or editing Issues. They are also available automatically as criteria for searches, reports, escalation rules, and auto-assignment. While you cannot remove the built-in fields, you do have the ability to rename them for easier identification. You can also determine whether they will be optional or mandatory and utilize permissions to control whether agents and customers can select a value or if it is read-only. If you used the Workspace Setup Wizard to create your workspace the system used the default names for the built-in Numara FootPrints fields (Title, Status, Priority, Description, and Assignee). You can change these to labels that are more useful to your organization. The Workspace Setup Wizard also automatically included a Priority field and gave you the ability to make modifications to the values. However, you can use the Workspace Administration Tool to control the number of priorities, associate a new or different color with the priorities, and set a default value. The last section of this chapter will cover how to customize the Status field options. You can create new statuses to describe your Issue and rearrange the order of the statuses in the drop-down list agents will see when working with an Issue. With respect to any size limits for fields, there is very little danger of exceeding the limits of most databases. Nevertheless, there are limits of which administrators should be aware. When the number of fields in an individual workspace grows into the hundreds, performance may begin to degrade or data may begin to be truncated. Administrators should at least be aware of this possibility. There are two ways in which field proliferation could get out of hand. One is through the use of field dependencies. The other can occur by using field-level permissions to combine multiple workspaces into a single workspace. Both of these features are extremely valuable and help to simplify life for the agents. Administrators should not in any way avoid using these features. They are mentioned here only because of the minute chance that they could cause a problem through field proliferation.

� You can add up to 400 additional custom workspace fields.



Built-in Numara FootPrints Fields

In the Corporate Service Desk Workspace, all Issues have five built-in fields. These fields are Title, Priority, Status, Description, and Assignee. These fields are defined below.

Field Name Description

Title A brief description of the Issue.

Priority The impact (how many users are affected) and urgency (how soon does it need to be resolved) of the issue.

Status The current state of the. Open and Closed are required status options, but administrators may create as many status descriptions (e.g., Pending approval) as they wish.

Description A full description of the issue, typically containing more detail and history than the Title.

Assignee The agent or agents assigned to track or resolve the Issue. The names of Built-in Numara FootPrints fields can be customized by

accessing Administration →→→→ Workspace →→→→ Fields →→→→ FootPrints Fields. The description field default Height and Width may also be changed in this screen.

� These settings are only for the current workspace.



Customizing the Priority Field

Numara FootPrints allows clients to define how many priorities may be utilized when creating and editing Issues. Moreover, the names of the priorities are also client definable.

You have five Priority field configuration options:

� Set the Maximum Priority – Determines the total number of priorities that may be associated with an Issue.

� Set the Default Priority – Determines which priority will automatically be assigned to a new Issue.

� Link priority numbers to words

� Color code the priorities.

� Determine whether the priority will be displayed on the homepage and if it will, what the abbreviation will be.

Customize the Priority Field

1. Select Administration →→→→ Workspace →→→→ Priorities in the Fields area.

2. Select the Maximum Priority number.

3. Select the Default Priority.

4. Click on the ”click here” link to associate priority numbers to words and/or add color codes.

5. With each priority level, a word and/or color may be associated. You can also have it display on the homepage with an abbreviation.

� Click on the Pick link to open a color map.

� Colors may be RGB Hexadecimal values, or common HTML recognized colors such as “blue”, “red”, etc.



Customizing the Status Field

By default, Numara FootPrints has built-in Issue statuses of Open, Closed, and 'Request', which appears only when a customer submits a Request. You can add, delete, or reorder statuses, as well as rename existing ones to better suit the needs of your organization.

You can access the Status field by navigating to Administration →→→→

Workspace →→→→ Fields →→→→ Statuses.

Adding and Modifying Statuses

In this screen, you may specify the following: � Status Name: Give the name of the new status and then click Add

Status.

� List of Statuses: Rearrange the order of existing statuses using the blue arrow button. You can also delete user-defined statuses that you do not plan to use.

� Renaming Built-in Statuses: The statuses “Open,” “Closed,” and “Request” can be renamed.

Homepage Workspace Totals

The status counts displayed on the homepage may be specified and manipulated from the Statuses page. This option controls the statuses displayed in the Workspace Totals Dashboard Component for all internal users in the current workspace. The defaults are: Open, All Active Statuses, Closed, Request, Internal Solutions, and Solutions. "Active" refers to all statuses except for Closed, Deleted, and all Solution-based statuses.



Creating Custom Fields

The creation of custom fields in the Field Maintenance section of Numara FootPrints allows you to define the type of collectable information that you need to track. Additionally, the layout of collection forms is moderately customizable. The fields configured here are displayed in the Issue Information section of the Create Issue and Edit Issue pages. They are also available automatically as criteria for searches, reports, escalation rules, and auto-assignment. All of these topics are discussed in detail in later chapters of this manual. If a field is “grayed out” then it is being used in a dependency group and therefore the name cannot be changed. Dependency fields are covered in detail in the next chapter Dependency Fields.

� If the Workspace Setup Wizard was used to create the current workspace, the default fields for the template are displayed in the dialog box. If no wizard was used and this is the first time you have visited this page, the dialog box is blank.

� You will not be able to use words that Numara FootPrints has reserved. For a list of Numara FootPrints Reserved Words, open the mrReservedWords.pl file in the Numara FootPrints/cgi directory.

� You can change the order of the fields using drag and drop.

Administration →→→→ Workspace →→→→ Fields →→→→ Field Maintenance

Name: The name for the new custom field that will appear in all Numara FootPrints forms.

Type: This defines the type of data the field will accept. The options for each field type are discussed in detail later in this section. The last option in the Type drop-down allows you to create a new Tab/Section.



Permissions: This category contains two drop-down lists: 1. Scope which determines which users will have access to the

corresponding field. � Internal: Fields of this scope will be visible only to your agents, not

to customers or end-users. � Public Read-Only: Fields of this scope will be visible to customers,

but can only be modified by agents. � Public Read-Write: Fields of this scope can be modified initially

by customers and only seen afterwards. Agents can always see and modify these fields.

� Public Read-Write-Edit: Fields of this scope can be seen and modified by customers and agents.

2. Requirements - Determines whether users will be required to fill in this field. Fields may be either optional or mandatory.

Field Type Options

As the images below detail, you can use a variety of field types to determine the appearance and content of the field, often set in anticipation of certain types of data, such as dates or numbers. Create/Edit Issue Screen

Issue Details Screen



The following table describes each of the field type options:

Field Type Description

Character (Single Line)

� Accepts any keyboard character that is entered into the field.

� Length Restrictions – Customizable length based on Unrestricted, Exactly, At Least, At Most, and Between X number of characters.

Character (Multiple Line)

� Accepts any keyboard character that is entered into the field.

� Field Size – Rows (height), Cols (Width) � Timestamp – When this is checked, users will be forced to

append the field rather than edit the existing content.

Integer � Accepts only whole numbers and their negatives. � Length Restrictions – Customizable length based on

Unrestricted, Exactly, At Least, At Most, and Between X number of integer characters.

Real Number � Accepts only integers or decimal numbers. � Length Restrictions – Customizable length based on

Unrestricted, Exactly, At Least, At Most, and Between X number of integer characters.

� Decimal Precision and Scale – Ability to customize the number of integers both before and after the decimal point.

Date � Accepts valid dates � Format based on system or user preference

Date-Time � The user may select both a date and a time for this field type.

� May be linked to the Personal, or the Personal and Workspace Calendar.

Drop-Down � Offers a pre-defined drop-down list of choices for the user to select from.

� Ability to choose the default drop-down choice. � Ability to customize the order of the drop-down choices. � Ability to import the choice list from a line-delimited text

file.

Multi-Select � Allows the user to select multiple choices from a pre-defined list.

� Ability to customize the order of the choices. � Ability to import the choice list from a line-delimited text

file.

Checkbox Ability to change the On/Off values – e.g. True/False, Yes/No

Website Accepts URL addresses (of format http://server.name.com). Appears as a hypertext link on the details screen of an Issue.

FTP Accepts FTP addresses. Appears as a hypertext link on the details screen of an Issue.

Email Address

Accepts Email addresses. Appears as a hypertext link on the details screen of an Issue.



Customizing the Create/Edit Issue Screen Layout

The Create/Edit Issue Screen Layout may be customized by adding HTML and Text Headers in the Field Maintenance Screen.

� Custom header can appear above field.

� Header can be plain text or HTML.

� Issue #, Subject, Priority (numerical format), Priority (word format), Status, Submitter and Workspace ID can be displayed by using:

%%MRID%%, %%TITLE%%, %%PRIORITY%%, %%PRIORITYWORD%%, %%STATUS%%, %%SUBMITTER%%, and %%PROJID%% You can access this area by clicking on the FIELD HEADERS button.



Previewing the Create/Edit Issue Screen Layout

Numara FootPrints allows you to preview the layout of the create/edit Issue screen without the need to save your changes and actually create or edit an Issue. Additionally, the screen can be viewed based on user roles. For example, if the administrator wants to see what the page would look like for an agent, he or she can select that view or, alternatively, can view it for a custom agent role that has read and write permissions for some statuses, but has hidden fields for other statuses.

To access Preview Mode click the Preview button on the Field Maintenance screen.



Field Level Permissions

Field level permissions allow administrators and Numara FootPrints Architects to restrict access to custom fields, based on the status of an Issue and the user accessing the data. Field level permissions (FLP) based on the status of the Issue is an extremely powerful, as well as useful feature. Status-based FLPs may be used along with automated workflow options (i.e. escalations) for a number of different functions, such as:

� Rerouting Issues to other departments.

� Reserving fields dedicated to the responsibility of specific departments to fill out.

� Fields appearing based on the progress of the Issue, such as customer replies, discovery of information, etc.

Advanced field-level permissions may be configured in two places:

� Field Maintenance Page – All agent or customer roles will inherit the settings.

� User Roles Page –Each role may have its own field-level permissions.

There are four permission attributes that may be applied to each field:

� Read Only – Users can view, but not edit the field.

� Hidden – Users cannot view or edit the field.

� Optional – Users can view and edit but are not required to enter data in the field.

� Mandatory – Users are required to enter data in the field.



Field Level Permissions via Field Maintenance Page

Field level permissions are configured in the Administration →→→→

Workspace →→→→ Fields →→→→ Field Maintenance screen. When adding or editing a field, click on Advanced Field Permissions button.

. A window will pop up that allows you to define the permissions for All Agent and/or All Customer Roles.

After choosing either Agent or Customer roles, you will see a screen that allows you to define the permission for the specific field, based on status.




1. List the five Priority field configuration options.

2. When you create a custom field you will need to specify its “scope.” What is this used for and what are your options?

3. What are the three system defined statuses in Numara FootPrints? Is it possible to rename them?

4. What is the benefit of using field-level permissions?

5. How can you add headers to the Create/Edit Issue screen? What can they be used for?



NOTES

Depen d e n c y F i e l d s


Numara FootPrints Dependency Fields

Objectives


� Create Dynamic Dropdown Dependencies

� Configure Pop-up Dependencies



Field Dependencies Overview

Dependency fields are custom fields that display in your create/edit Issue windows based on the selection of other fields. By default all workspace fields are displayed in the Issue information section of the Create and Edit Issue screens. Depending on your needs, you may prefer to have some fields only appear depending on the problem type selected, or you might want to have the list of choices in a drop-down restricted by the choice made in the preceding drop-down. For example, you could have a Problem Type drop-down field where agents can select the general problem type as being one of the following: Network, Hardware, Software, Operating System, Other. Then, based on the agent’s selection, a second field may appear containing only choices specific to the selection made in the Problem Type field. There are two types of dependency fields used by Numara FootPrints:

1. Pop-up Window Containing Dependent Fields – When using this dependency type, a window will pop-up after making a selection from the decision (base dependency) field. This pop-up window will contain the fields dependent on the decision field.

2. Dynamic Drop-down Dependency Groups – When using this dependency type, the dependent Issue will appear in the create/edit Issue screen when a selection is made from the decision field.

Field dependency configuration may be completed in the Administration

→→→→ Workspace →→→→ Fields →→→→ Dependencies screen.



Pop-up Window Dependency Fields

Pop-up Window Dependency fields start with a single decision field. The selection made in this decision field will determine the content of the pop-up window. For example, a field called “Error Message” can be displayed in a pop-up window, but only if the user selects “Software Error” from the “Problem Type” field. Be sure to keep the following in mind when working with Pop-up Window Dependency fields:

� Pop-up windows can contain one or more dependency fields.

� Choices available in dependency fields can change according to the selection of the decision field.

� Each field contains a unique set of choices.

Configure Pop-Up Window Dependencies

1. Navigate to Administration →→→→ Workspace →→→→ Fields

→→→→ Dependencies.

2. Click the Pop-up Window Containing Dependent Fields link.

3. Select the Decision Field in the drop-down.

� The only options here will be the drop-down fields in your workspace.


5. Define the Dependencies for the field you selected as the decision field. The fields you select here will be in the popup window for each of the possible choices allowed by the decision field.



6. Define what happens when agents change the decision field: When creating or editing the Issue, the agent may change the value in the decision field, which can affect the content of the dependency fields. Your options include:

� Delete the values in the dependency fields.

� Retain the values in the dependency fields, only if the dependency fields are the same for the new choice.

� Retain the values in the dependency fields, even if the dependency fields are different.


8. Repeat steps 2-7 as required.



Dynamic Drop-down Dependency Groups

Like Pop-up Window Dependency fields, Dynamic Drop-down Dependency groups start with a single decision field. However, the choice made in the decision field will not change the dependency field that appears, but only the choices that will be available in the field. You can create an unlimited number of categories and sub-categories. For example, if a user selects “Hardware” for the Problem Type, the next drop-down could display a list of hardware types (Desktop, Laptop, or Server). If the user selects “Desktop”, the next drop down could display a list of components that could need repair.

� You must first create the drop-down fields that will be part of the dependency groups with all of the possible choices for each field. See the previous chapter Customizations for detailed information on how to create fields.

Be sure to keep the following in mind when working with Pop-up Window Dependency fields:

� Dependency field must be a drop-down field.

� Selection in decision field displays new field in create/edit Issue screen.

� Choices in dependency fields will be determined from selection in decision field.

Configure Dynamic Drop-Down Dependencies



2. Click the Dynamic Drop-down Dependency Groups link.

3. Select a field from the Available Fields text box.

� The fields listed here are not already part of a dependency group.

4. Click the >> arrow button to move the field(s) to the Fields in Group text box. These are the fields that are to be part of the dependency.

� There is no maximum number of fields, but the minimum required is two.

� We recommend you order the fields in the workspace in the same order as you select here to place the dependent fields in the group in the correct order.

5. Enter a Dependency Group Name.



6. Click the Next button.

7. Select the dependency field choices. Choices available in dependency field will be based on the selection made in the decision field.

� Each multi-select box contains all selections available for the dependency field, only those that apply may be highlighted for selection.

� Numara FootPrints can automatically determine the arrangement of the custom fields for appearance purposes. For instance, a dependency field can appear far away, or out of position from the decision field.

� Numara FootPrints can automatically rearrange the fields so that dependency fields appear after the decision field.

8. Repeat step 6 & 7 as required for additional fields.




Generating a Drop-Down Dependency Summary

Report

After creating a Drop-down Dependency group, you can run a summary report. This can be quite useful to assist you in getting an overall view of how your dependencies are setup and to make sure you did not miss any options.

Generate a Drop-Down Dependency Summary Report



2. Click the Dynamic Drop-down Dependency Groups link.

3. Select the group you want to view in the Select Dependency Group drop down.

4. Click the View button.

5. Select the relationships you want to see in the report.

6. Select the Display Selected button to view the report.






1. What are the 2 types of dependency fields?

2. Where are dependency fields configured?

3. Can pop-up dependency windows contain more than one dependency

field?

4. How do dynamic dependency fields differ from pop-up dependency

fields?

5. Where can you generate dependency summary reports?



NOTES

Numa r a F o o t P r i n t s U s e r s


Numara FootPrints Searching and Reporting

Objectives


� Run a Quick Search

� Review Built-in Queues

� Run an Advanced Search

� Review Numara FootPrints Reporting Options

� Run a Custom Non-Metric Report

� Run a Custom Report with Metrics and Graphics

� Format Custom Report Charts

� Configure Auto-Run Reports

� Customize the Personal / Workspace Flashboard

� Create Quick Issue Report Templates



Quick Searches The Quick Search is located in the top frame. It is available from all of the Numara FootPrints screens.

The Quick Search field drop-down has two options:

1. Title: Search within Issue Titles for characters or words.

2. Keyword: Search anywhere within the Issue for characters or words.

If you do not make a selection in the drop-down then by default the search will be conducted on the Title field.

A third option is typing a numeric value into the Quick Search which will open the corresponding Issue with that number. To perform a string search on a numeric value, you must surround your numeric value with double quotes.

Once you have selected how you want to conduct the search, enter the words or numbers and click the Search button. A list of Issues that match the search criteria will be displayed on the homepage.

The keyword search queries the Title, Description, Workspace (Issue), and address book fields for all Numara FootPrints database versions (SQL Server, Access, SQL 2005 Express, Oracle and MySQL). The exception is the Numara FootPrints database. This version only searches the Issue Title.



Built-in Queues

The Display drop-down list on the homepage contains a number of built-in queues. When selected, the homepage list is updated with the results.

The Built-in Queues that are available are: � My Assignments – The most recent active Issues assigned to you.

� Team Assignments – Active Issues for your team.

� My Assignments and Requests – Active Issues assigned to you AND unassigned Requests from customers.

� My Assignments in All Workspaces – Active Issues assigned to you in all workspaces.

� All Issues – All Issues in the workspace database.

� Global Issues – All active Global Issues.

� Deleted Issues – All deleted Issues.

� Requests – Requests submitted by customers.

� Internal Solutions – All internal Solutions.

� Solutions – All public Solutions.

� Solutions in All Workspaces – All public Solutions in all accessible workspaces.

� Pending Internal Solutions – Solutions created for the internal knowledge base that are pending approval.

� Pending Solutions – Solutions created for the Public knowledge base that are pending approval.



Advanced Search The Advanced Search feature allows you to search the workspace database with any combination of fields and advanced criteria. Numara FootPrints automatically generates the Advanced Search form for each workspace, with all of the custom and built-in fields for that workspace included. For example, if a new field is added by the Workspace Administrator, the field is included automatically on the Advanced Search form. In the same way, if a field is deleted from the workspace, it is removed from the Advanced Search form. To perform an advanced search, select the Advanced link located under the Quick Search button. The Advanced Search form contains three screens where you will define the search criteria. Those screens are Issue Criteria, Contact Criteria, and Advanced Criteria.

Issue Criteria

The Issue Criteria screen has two parts; General and Issue Information. Any custom tabs you have created will be available below the Issue Information section. General information can be included in the search based on:

� Title: Search by Title for characters or words.

� Keyword: Search ALL fields for the character or words entered in this box.

� Description: Search by Description for characters or words.

� Attachment filename: Search all attachments for character/name matches.

� Assignees: Search for Issues assigned to a user or users.

� Submitted by: Search for Issues submitted by a particular user.

� Priority: Search for Issues matching a certain priority or priorities.

� Status: Search for Issues matching a certain status or statuses.



Advanced Assignment Controls In addition to filtering which agents and/or teams are listed on the filtered Issues, you are able to exclude Issues that contain certain agents and/or teams.

Below the General Information area is the Issue Information. This can look quite different depending on the fields the Numara FootPrints Administrator has created to be used in the Issues. At a minimum you can search based on:

� Problem types.

� Creation/modification information dates.

� Content of any custom fields.



Contact Criteria

The Contact Criteria screen allows you to search for contact information within the Issue. It does not search the address book; that is accomplished using the address book’s search facility which is covered in detail in the Address Book Management chapter later in this manual.

Advanced Criteria

The Advanced Criteria screen allows you to search based on:

� The type of Issue you want to include.

� The date and/or age of the Issue.

� More than one criteria. This screen is also used to determine how you want the results to be sorted. The searches can be sorted and re-sorted by three different types of criteria.



Save/Run Searches

The Save/Run screen allows you to immediately run the report and view the results. You can also save the search so you can quickly run it at a later date without recreating the criteria. Searches may be saved as:

� Personal – Search only accessible to user.

� Shared (Internal) – Search accessible to all agents.

After a search has been saved, it will be accessible in the Display drop-down field on the Numara FootPrints homepage under either Personal Saved Searches or Shared Saved Searches.

.



Reporting Numara FootPrints contains a number of reporting options, which range from simple keyword searches to multi-level metrics with color charts. Practically any data can be reported on in Numara FootPrints to analyze activity, trends, or statistics. The following is a brief list of some of the metrics you can measure with Numara FootPrints reporting: � Identify your peak performers � Determine whether you are meeting your SLAs � List Issues with upcoming due-dates � Find the most common problems/requestors � Find the most time-consuming problems/requestors � Determine staffing levels � Print out a single work order � Identify if a specific type of PC is experiencing issues This section will deal with various beginner and advanced aspects of reporting. Basic Reporting Functionality

� Overview of different reporting tools.

� Creating basic custom reports.

� Creating custom reports with metrics.

� Automated delivery of reports. Advanced Reporting Functionality

� Overview of Built-in Metrics Reports.

� KPI’s that can be produced by Numara FootPrints.

� Advanced Date and Time Controls.

� Printing issues in different report formats. Numara FootPrints Reporting Tools Numara FootPrints has several types of reporting tools.

� Single Issue/Quick Reports.

� Custom Reports with the ability to create Custom Metrics.

� Built-in Metrics Reports.

� Flashboard. Single Issue/Quick Reports This option appears on the Details screen of an Issue.

� Click ‘Report’ in the Issue Details page.

� Only the fields that contain data will appear in the report.

� Master Issue reports contain a list of all Subtasks.

� Global Issue Reports contain a list of all GlobalLinks.



Sample Reports

Following are samples of custom Numara FootPrints reports. The following sections will cover how to create each of these. SAMPLE COLUMNS REPORT



SAMPLE WRAPPED REPORT



SAMPLE METRICS REPORT



SAMPLE COMBINATION REPORT



Custom Non-Metric Reports

The Custom Reports feature allows you to create report templates based on any combination of criteria, with many formatting options. These formatting options include:

� Headings

� Columns

� Sorting

� Color Graphs and Charts

First and second level metrics may be based on any field(s). Reports can be exported to another application, as well as scheduled to run on a regular basis. Reports can be configured by hovering on the Reports button on the Homepage toolbar and then selecting New Report.

Custom Reports Styles

� Columns: Issue data is displayed in fixed columns. One Issue is

displayed per row. � Wrapped: Each Issue returned is displayed in its own mini-table. Line

breaks may be used to wrap data into multiple rows. � Metrics/Graphics: Create custom metrics and graphs of counts,

averages, and sums on any field. Both first and second level metrics are supported. Output design options include: table, bar, and pie charts.

� Export: Export the data into a text file that can be saved to your local machine. Use this to import the data into a spreadsheet or other program.

� Combo: Column and Wrapped reports may also be configured to contain metric charts and graphs. Check this box to include metrics in a Column or Wrapped report.



Report Heading

� The Report Title will appear at the top of your report, but will not be the

“saved” name of your report.

� Other heading options include: Date, time, workspace name, and logo graphic.

Report Formatting

� Fields Displayed: These are the fields that will be shown on your report.

� Descriptions to include: Options include: all descriptions, only the original description, only the most recent description, and either the 2 or 3 most recent.

� Multi-line field wrapping: Options include: don’t wrap the descriptions or wrap every X number of characters.

� Sort Results By: Choose the primary and optional secondary and tertiary fields to sort the report by. If you want to group by a field you need to select the appropriate heading checkbox.



Select Issue, Contact and Advanced Criteria

The next steps in building your report is defining which Issues will appear. With one exception, this section uses the same mechanism as that used in the Advanced Search screen discussed in the previous section Advanced Search. When creating custom reports you have the ability to use advanced date and time filters. In addition to defining the criteria for which Issues will appear in the report, you can also define how Time to Close and Age of Issue statistics are calculated. The advanced date and time filters appear on the Advanced Criteria tab. In addition to those discussed in the Advanced Search section, you have the following additional options:

� Search based on the time the Issue was created or last edited.

� Include only the last X number of Issues found.

� Don’t include time outside of the Workspace Work Schedule – Choose this option if you want Numara FootPrints to calculate Age and Time to Close based on your working hours, not real time.

� Don’t include time Issues spent in the following statuses – This option can be helpful if you want to see the time spent in a particular status, or have certain statuses, such as Pending, that you don’t want included in time calculations.



Save/Run Report

After entering in all your report information, in addition to running the report you may also save the report. To save the report simply enter a name for the report, and choose the report type:

� Personal: Report will be only accessible to the user creating the report.

� Shared (Internal): Report will be accessible by all agents.

� Shared (Public): Report will be accessible by all agents and customers.



Custom Metric/Graphics Reports

Metric reports return statistical data and metrics about the workspace, rather than returning specific Issue data. While the steps for these reports are generally the same as for the non-metric reports, there are several extra settings you will need to specify. Once you run a metric/graphic report you can drill down on it to see the specifics. For example, if you create a report that counts the number of Issues by agent, if you clicked on the bar that represents an agent you will be taken to the homepage with a list of that agent’s Issues.

Type

� Count: A count or breakdown on field data. This will show how many times a particular entry was made into the selected field.

� Average: This only applies to numeric and time data; will produce the average of the values in the selected field. This only applies to the built-in statistics and custom number fields. The built-in statistics include age of Issue, time to close, total billing, and total time.

� Sum: This only applies to numeric and time data; will produce the sum of the values in the selected field.

Field

� Select the field for which you want to create your metric.

� Date Period: This option only appears when a date or date-time field is selected in the Field menu. The date period allows you to report Issues based on the day, week, month, year, day of week, hour of day, or hour in the date or date-time field. For example, if you were to choose date submitted for the field, and month for the date period, you would see a breakdown of how many Issues were submitted for each respective month.

Subtotal By

A second level metric can be reported on by selecting a field in this category. For example, if the average time to close the Issue was selected as the first field and assignee is selected as the subtotal then the average time to close the Issue will be broken down by the agent assigned.

Format

Select the output style for the metric. The options here include displaying the data in a text-based table, a color graphical chart, or both.



Chart Type

If Chart or Table and Chart are selected as the format then you will have the option of a bar or a pie chart.

Sort

� By Alphabetical or Logical Order: Data is sorted by alphabetical or logical field order.

� By Metric Value Descending: Data is sorted by frequency or amount in a descending manner with the highest number listed first.

Display Position

For combo reports the metrics or graphics can be displayed before the list of Issues, or afterwards. You will only have this option on the Metrics tab if you selected Columns or Wrapped on the Style tab and placed a check mark in the Include metrics with your Column or Wrapped style report.



Drilling Down on a Chart

Once you have added a chart to a report you can use the Numara FootPrints drill down feature to view the specific records that comprise the bars of the chart. For example, you could create a chart that shows the number of overdue work orders by agent and then drill down to the specific Issues that are overdue.

Drill Down On a Chart

1. Create or run a report that includes a chart.

2. Hover over one of the bars and your cursor will turn into a plus sign.

3. Click once.

4. You will be presented with the homepage displaying just the Issues represented by the bar you drilled down on.



Formatting Custom Charts

Once you have created a report that includes a chart you have the ability to make modifications to the chart in order to make it easier to view. These options include:

� Chart Controls

� Chart Colors

� Chart Fonts

Once you have run the report, you can access these tools by clicking on the chart when your cursor is in the shape of a hand. Once you have made your changes click the Redraw button to preview the changes then click the Update button on the chart formatter screen to apply the changes.

Chart Controls

The chart controls allow you to:

� Modify the chart style to be 2D or 3D

� Increase or decrease the space between bars (for a bar chart)

� Modify the title

� Increase or decrease the image size

� Modify the fill mode to be solid, left-to-right, or in the center

� Add an X a/o Y title

� Add a footer

� Choose whether to include annotations

� Determine the cutoff amount for “Other”



Chart Colors

The chart colors allow you to choose the colors certain chart attributes will be displayed in. It also includes a color reference chart so you will know what your selection(s) will look like.

Chart Fonts

The chart fonts allow you to choose the font family and size certain chart attributes will be displayed in. If you change either value from “auto” you will need to change both values.



Configuring the Auto Run Reports

Reports may be configured to automatically run at a set time, and saved either to a shared file on your server, or emailed to a person(s).

Auto Run Reports can be configured by navigating to the Administration

→→→→ Workspace →→→→ Automated Workflow →→→→ Auto Run Reports screen. Your options include: � Report to run: Reporting options come from your list of shared saved

searches.

� Email distribution list: Email addresses to which the report will be sent. Here you will be presented with a screen allowing you to manually enter an email address, select from Numara FootPrints users, or select a contact from the workspace address book.

� File to put results in: Enter the filename with the full path. This path can be local or UNC (ex. \\server\share\report.html).

� When to run report: The frequency at which the report will be run.

� Run Time: The time of day the report should run or on an hourly basis

� Do not email empty reports: If there is no data the report will not be saved or emailed.



Customizing the Personal/Workspace Flashboard

The Flashboard displays an up-to-the-minute graphical representation of service desk and workspace activity. There are two types of flashboards:

� Personal Flashboard: available to any agent and reflects the individual’s activity and the activity of the teams to which the agent belongs for the current workspace.

� Workspace Flashboard: only available to workspace and System Administrators and reflects activity for the current workspace.

You can access both flashboards by hovering on the Reports button on the Homepage toolbar and then selecting the appropriate flashboard.

Personal Flashboard

The first time you access the Personal Flashboard window, it displays today’s statistics regarding the total number of Issues, the Issues that are still active and “Issues Received vs. Closed last 12 hours” for the Numara FootPrints Agent.



Workspace Flashboard

The first time the Workspace Flashboard window opens, it displays a bar chart of “Issues Received vs. Closed last 12 hours” and basic statistics about the number of calls received that day and the calls that are still active.



Customizing the Flashboards

You can easily customize the flashboard to display other statistics and charts by clicking the Customize button at the bottom of either Flashboard.



Creating Quick Issue Report Templates

Custom Report Templates can be created and used for “Single Issue” reports generated from the homepage using the Quick Action Checkbox dialog as well as from the Details view of an Issue. For example, you could create a template for a purchase order or a form letter. These templates are different from the built-in reports as they display each Issue in its own window instead of having each Issue display on the same page. You will need to first create an HTML page. Issue details can be included in your report by including Numara FootPrints variables in your HTML document.

Create a Quick Issue Report Template

1. Navigate to Administration →→→→ Workspace →→→→ Other Options →→→→ Report Templates.

2. You can view a list of Numara FootPrints variables by clicking the Go button next to Click here for instructions on creating templates and a list of field keys for this Workspace.

3. Click the Go button next to Click here to upload a new template to upload your HTML page.




1. List the three Quick Search options (i.e. search according to).

2. Once you have saved an Advanced Search, where will you go to access

it later?

3. What are four types of custom reports that you can create?

4. What happens when you click on a chart when your cursor has the shape

of a plus sign? (+).

5. Where can you set up a schedule for emailing your custom reports?



NOTES



Numara FootPrints Users

Objectives


� Define the Different Types of Numara FootPrints Users

� Define the Different User License Types

� Create and Edit Agents

� Create and Edit Customers

� Auto-Add Customers

� Configure System Administration User Management

� Create and Administer Teams

� Create and Edit User Roles

� Set Authentication



Types of Users

A “User” in Numara FootPrints is anyone who has access to the Numara FootPrints system. There are two primary types of Numara FootPrints users: Agent Users and Customer Users.

Agent Users

This type of account is intended for internal users, such as service desk agents, customer service representatives, engineers, and administrators. Depending on the permission levels granted, these users can:

� Create, update and close issues.

� Run reports and queries in the database.

� Configure workspaces.

� Also referred to as "Individual Users".

Customer Users

This type of account is intended for employee customers and external customers. Depending on the permission levels granted, these users can:

� Submit requests to the system.

� Track the status of their requests.

� Search the knowledge base.

� May have limited update privileges to their own requests, depending on the type of license purchased and the permissions granted for that user.

Some common uses for the different user types are shown in the table below:

Agents Customers Service Desk Analysts End Users

Call Center External

Representative Customers

Workspace Manager / Member Employees

Engineers

Managers

Programmers / Developers Consultants



User License Types

All Numara FootPrints Users require a license, there are several kinds of licenses a user may have.

Fixed User License

� Each user is assigned a single license.

� The user logs into Numara FootPrints with a unique ID and password.

� 1 user per 1 license – license always available.

Concurrent License

� License may be used by unlimited number of people.

� The user logs into Numara FootPrints with unique ID and password.

� 1 logged in user per 1 license – license may not always be available.

Customer License

Unlimited number of unique and shared customer logins may be created with customer license.

Numara Sync License

Allows for 2-way synchronization of the Numara FootPrints calendar and your Personal Information Manager such as Outlook or Notes.

Change Management License

Each agent given a Change Management license can be an eligible voter in a Change Management phase.

Configuration Management License

Allows your Numara FootPrints installation the capability of configuring a Configuration Management Database (CMDB).

Numara Remote License

Each agent given a Remote license will have the capability of remotely controlling another user’s computer.



Creating Numara FootPrints Users

The creation of Numara FootPrints users is done in the Workspace Administration Section. There are separate utilities for creating agent and customer accounts. There are three methods available to create agents and customers:

1. From scratch

2. Via an import

3. Add from another workspace



Creating Agents

Agents are the internal users of your Numara FootPrints system.

Creating Agents from Scratch

Agent users can be added to the desired workspace in the Administration

→→→→ Workspace →→→→ Users & Roles →→→→ Add Agents screen.

The Add Agent screen has several account options: � User’s Name: This is the user’s full name, or display name. Not to be

mistaken for the user ID. � Numara FootPrints User ID: A unique user ID used to authenticate the

user and distinguish profile from other users. � Role: Choose a role that will control what operations and features this

user will have permissions to within the application. (You will be able to create more custom roles later.)

� New Password (Repeat) � Hourly Billing Rate: Enter the billing rate for an agent to use in

conjunction with time-tracking information. � License Usage: Agent can have a dedicated Fixed license or a shared

Concurrent license. � Accessibility: US Government Section 508 Compliance for visually

impaired may be enabled here. � Users Local Time Zone: Set the time zone that this user will use when

logged into Numara FootPrints. � Date Format: Choose from American, European, or ISO format for

how dates will be displayed to this user. � Preferred Language: If additional languages are configured, you can

choose which language this user’s interface will display.



Importing Agents

Multiple users may be added to the Numara FootPrints at a single time by using the User Import feature. This can only be accomplished by a System Administrator. The User Import feature allows you to enter all of your user names from an already created external file.

� System Administrators cannot be added via this method, they must be added to the system manually.

This feature is accessed on the Administration → → → → System → → → → Users

→ → → → User Import page.

In this page, you will need to specify the following:

� Name of the import file.

� Role assigned to users in the file.

� License type used by users in the file.

� Whether the email address requires @domainname suffix.

� Workspace Membership and Default Workspace – The workspace information for a user to be set on this screen, and will apply to all users in the file. Alternatively, this information can be included in the import file for each user.

� You can also choose to add the users to a team. This is optional.



Setting up an Agent Import File

If agents, Workspace Administrators, or users with a custom agent-type role are being imported, the import file must contain the following fields in the order listed:

� ID: The Numara FootPrints user ID.

� Password: The user’s password, if Numara FootPrints authentication is being used. This field should be left blank if an external authentication method, such as LDAP, is used.

� Name: The user’s full name.

� Email: The user’s email address.

� System Administrators cannot be imported using this method. They must be added to the system manually.

� Names with embedded commas are not allowed, such as "William Smith, Jr." Do not include any such names in a load file. Additionally, we recommend against suffixes in names even without the comma, such as "William Smith Jr.", as user names are sorted by last name in the assignee window; therefore, William Smith would be placed with the "J" names. Lastly, the double-quote marks used in this paragraph are for reading clarity only; do not use double-quotes in the load file.

� Optional Fields After the four required fields, the following fields may be added in no particular order, and are not required:

Field Format Default Workspace DEF=n

Workspace Membership

PROJ=n:o:p:q

Billing Rate BILLRATE=n Team Membership TEAMINFO=Pn;name1,

name2

� For TEAMINFO - where n is the workspace number and name1 and

name2 are team names. You can have as many workspaces and team names specified as you please.

� Use of optional fields may be per user; for example, you could specify the billing rate for one user, but leave it blank for another.



Examples of valid lines in the file for agents:

jsmith,orange23,Jill Smith,[email protected] bjones,abc123,Bob Jones,[email protected],DEF=4,PROJ=3:4:27 jomalley,xxx543,James O'Malley,[email protected]

bbudd,123abc,Billy Budd,[email protected],BILLRATE=25.50

rrogers,g11R19,Roger Rogers,[email protected],TEAMINFO=3;Hardware;Software:4;Network

Examples of valid lines in the file if an external authentication method is used:

jsmith,,Jill Smith,[email protected]

bjones,,Bob Jones,[email protected],DEF=4,PROJ=3:4:27

Add Agents from Another Workspace

Once agents are created, they may be added and removed on a per-

workspace basis at the bottom of the Administration → → → → Workspace → → → →

Users & Roles →→→→ Add Agents screen. You will need to select the agent(s) from the list on the right, enter your password, and then click the Save button.

� You will not see this screen if you have only one workspace.

To delete an agent from a workspace, thereby removing their access to that

workspace, go to the Administration → → → → Workspace → → → → Users & Roles →→→→ Edit Agents screen. You will need to select the agent from the drop-down list, followed by checking the “Click here to delete the selected user from this workspace” button, and clicking the Go button.



Editing Agents After creation, agents may be edited from the Administration

→ → → → Workspace → → → → Users & Roles →→→→ Edit Agents screen.

This screen allows you to choose the settings that apply to this agent, including:

� Agent Role: Such as Agent, System Administrator, and Workspace Administrator.

� Agent License Type: Fixed or Concurrent (if purchased).

� Billing Rates: Modify existing billing rates, and create new rates.

� Agent Preferences: Change the agent’s name, authentication method (if multiple methods are configured), password, email addresses, supervisor, default workspace, local time zone, date format, and preferred language.



� Change Agent to Customer: Change the agent to a customer by choosing this option.

� Agents cannot be changed to a customer in their default workspace.

� System administrators cannot be changed to a customer in any workspace.



Creating Customers Customers are Numara FootPrints users with limited ability, depending on the role assigned. These accounts are typically given to end users who are supported by the agents.

Creating Customers from Scratch

Customers can be added in the Administration → → → → Workspace → → → → Users &

Roles →→→→ Add Customers screen.

� Account Type – Unique or Shared.

� Numara FootPrints User ID.

� Role: select what read, submit, or edit rights will they have.

� Password: Confirm password.

� Local Time Zone: Time zone that user will be using.

� Date Format: Date format that the user will be using.

� Preferred Language: Language that the user’s interface will be presented in.

If you have created a user who, based on the user ID is not in the address book, a screen will display requiring additional information regarding the user.



Importing Customers

Multiple customers can be added to Numara FootPrints at a single time by using the User Import feature. This can only be accomplished by a System Administrator. The User Import feature allows you to enter all of your user names from an already created external file. Any users loaded using this method will use the Primary Authentication Method you have specified.

This feature is accessed on the Administration → → → → System → → → → Users →→→→ User Import page.

In this page, you will need to specify the following:

� Name of the import file.

� Authentication Method – If multiple methods are used.

� Role assigned to users in the file.

� License Type – Not applicable for customer users.

� Whether email address requires @domainname suffix.

� Workspace Membership and Default Workspace – This may be set on this screen and will apply to all users in the file. Alternatively, this information can be included in the import file for each user.



Setting up a Customer Import File

If customers are being imported, the required data is different than that of imported agents. � ID: The Numara FootPrints user ID.

� Password: The user’s password if Numara FootPrints authentication is being used. This field is omitted if an external authentication method, such as LDAP, is used.

� If you also want to import the user's contact data (name, email

address, phone number, etc.), you must also do a separate address book import.

� In this case, the IDs specified in this user import must match the primary keys of the users in the address book.

� Optional Fields: After the two required fields, the following fields may

be added in no particular order, and are not required:

Field Format Default Workspace DEF=n

Workspace Membership

PROJ=n:o:p:q

� Use of optional fields may be per user. So you could specify the

workspace membership for one user, but leave it blank for another. Examples of valid lines in the file for customers:

lgomez,123456 mfranklin,dse234,DEF=2 vpatel,3ed9fr,DEF=3,PROJ=2:5:14

Examples of valid lines in the file if an external authentication method is used:

lgomez, mfranklin,,DEF=2 � Be sure to account for each required field with a comma in your

CSV file, even if that field is blank.



Add Customers from Another Workspace

Customers may be added from another workspace if the other workspace is using the same address book as the current. You can do this by navigating

to Administration → → → → Workspace →→→→ Users & Roles →→→→ Add Customers.

� You will not see this screen if you have only one workspace.



Editing Customers

After customer accounts have been created, there are several options that

may be re-configured in the Administration → → → → Workspace → → → → Users &

Roles →→→→ Edit Customers screen.

You can either enter the User ID or click the Select Customer button to select the user.

This screen has the following options:

� Remove from the current workspace.

� Change the role into an agent role or that of a customer with a different set of roles.

� Change the default workspace.

� Change the password.

� Change user preferences

� Change the Local Time Zone.

� Change the Date Format.

� Change the Preferred Language.



Auto-Add Customers

The Auto-Add Customer feature allows customers to create their own ID’s and passwords from the Numara FootPrints login screen. This feature can only be activated by a System Administrator. If Windows, LDAP, Linux, Unix, or Web Server authentication is used, customers can use their existing ID’s. When this feature is enabled, a “New Users: Sign Up Here” link will appear on the Numara FootPrints Login Screen. This link will take them to a page where the customer can create their ID and password, as well as create their contact information in the address book. The Auto-Add Customer feature can be enabled in the Administration

→ → → → System →→→→ Users →→→→ Auto Add Customers screen.

When configuring the Auto-Add Customer feature, you will need to specify the following: � Authentication Method: Only available if multiple methods are

configured.

� Customer Default Workspace: When customers create their own accounts, the workspace selected here will be designated as their default workspace.

� Additional Workspace Membership: Any additional workspaces the customer can access in addition to the default workspace.



System Administration User Management

There are some additional user settings that may be configured at a system

level in the Administration →→→→ System →→→→ User → → → → User Management screen. The following operations can be conducted:

� New user accounts can be added to multiple workspaces at a time.

� Existing user account workspace memberships can be modified for multiple workspaces at a time.

� Add/delete user(s) from all workspaces.

Create a New User in Multiple Workspaces

To create a new agent or customer, and simultaneously add them to multiple

workspaces, access the Administration →→→→ System →→→→ User → → → → User

Management →→→→ Create or Edit User screen then select the Create New User radio button.

In the left section of this tab, you will be asked:

� User ID: A unique user ID used to authenticate to Numara FootPrints and distinguish from other users.

� Password (Repeat).

� Name: This is the user’s full name, or display name.

� E-Mail Addresses.

� Hourly Billing Rate: Agents can have a billing rate to be used in conjunction with Issue time-tracking information.

� Billing Rate Description: A description of this rate.

� Accessibility: US Government Section 508 Compliance for Visually Impaired can be enabled here.



In the right section of this tab, choose the multiple workspaces that this user will belong to or access. Once you select the workspace(s), the bottom section of this tab will ask you for input for each workspace selected.

These options are:

� Default Workspace: Choose which workspace this user will be presented with upon logon.

� Role; Choose a role that controls the permissions the user will have in operating and viewing features.

� Supervisor: The supervisor chosen for the user must already be a valid user in the system.

Edit Users

To edit a user, access the Administration →→→→ System →→→→ User → → → → User

Management →→→→ Create or Edit User screen then select the Edit User radio button.

The top of the screen has the following options:

� Display: Choose the user type that you wish to filter by.

� not in: check this box to find users who are not in the workspace you designate in the workspace drop down.



� Workspace drop-down: Select the workspace from which to choose or exclude the users.

� Load button: Click to initiate the user search. The list of users will refresh.

To select a specific user for workspace membership changes:

� User ID: Enter the user’s Numara FootPrints user ID.

� Find: Click to initiate the user search.

Next you will select a user. At the bottom of this screen, you modify the following:

� Password (Repeat).

� Name: This is the user’s full name, or display name.

� E-Mail Addresses.

� Hourly Billing Rate: Agents can have a billing rate to be used in conjunction with Issue time-tracking information.

� Billing Rate Description: A description of this rate.

� Accessibility: US Government Section 508 Compliance for Visually Impaired can be enabled here.

� Default Workspace and Supervisor

Add Users to Workspaces

To add agents and/or customer users to multiple workspaces, access the

Administration →→→→ System →→→→ User →→→→ User Management →→→→ Add Users to Workspaces screen.

To select multiple users for workspace membership changes:

� Display: Choose the user type that you wish to filter by.

� Not In: check this box to find users who are not in the workspace you designate in the workspace drop down

� Workspace List: Select the workspace from which to choose or exclude the users.

� Load: Click to initiate the user search. The list of users will refresh.






Once the search has yielded the appropriate results, choose the accounts and move them to the right using the arrows provided. Then click the Load Workspaces button. � If you select customers and agents, only workspaces that share an

address book will be available. If selected customers do not belong to workspaces that share an address book, there won't be any workspaces displayed.

Select the workspaces that you would like to add these users to from the available workspaces, and then move them to the right using the arrows provided. As you select and move workspaces, you will be prompted with Role, Supervisor, and Default Workspace options.

Delete Users from Workspaces

To delete agent and/or customer users from multiple workspaces, access the

Administration →→→→ System →→→→ User Management →→→→ Delete Users from workspaces screen.

To select multiple users for workspace membership changes:

� Display: Choose the user type that you wish to filter by. Choices are All Users, Agents, Unique Customers, or Shared Customers.

� Workspace List: Choose a workspace from the list to filter.

� Not In: If checked will exclude the workspace from the filter.

� Load: Click to initiate the user search.




Once the search has yielded the appropriate results, choose the accounts and move them to the right using the arrows provided and click the Load Workspaces button. � Please note that only workspaces that are shared by all selected users

will be available. Select the workspaces that you would like to delete users from in the Available Workspaces section, and then move them to the right using the arrows provided.



Team Creation and Administration

Agent users may be organized into teams for assignment purposes such as “Application Support” or “Network Support.” Issues may then be assigned to the entire team, or to individual agents within the team. This allows an agent to assign an Issue to an entire group of people, such as a development team, without determining the exact individual who will be working on the Issue.

Benefits of Teams

� Assignment to multiple agents on one team.

� Re-assignment can be handled within team.

� Extra level of permission – Agents can quickly view their own Issues and those of their team.

� Reports can be easily run against teams in addition to individual agents.

Team administration can be done in the Administration → → → → Workspace →→→→

Users & Roles →→→→ Teams screen.

Creating a New Team

When creating a new team, configure the following:

� Team Name.

� Members of Team.

� Team Leader: Any member of the team may be designated as the team leader. This designation can be useful when creating Escalation rules.



Team Assignment Methods

When Issues are assigned to an entire team, they can be re-assigned to team members based on several rules.

� Leave assigned to Team: The Issue will be shown as assigned to the team only.

� Assign individual member(s): A single member or multiple members can be assigned to an Issue, after being assigned to the team.

� Assign all members: All team members will be assigned to this Issue individually and receive notifications.

� Dynamically assigned based on round-robin rule: Assigns Issues to one team member using a round-robin rotation.

� Use agent availability based on: The drop-down list will include the date/time fields in the Issue. It will check the agents availability against the field selected.

� If the agent is unavailable, Numara FootPrints will assign the next available agent.

� Use personal appointments in determining agent availability: In addition to taking the agent's work schedule and Workspace Calendar appointments into account, appointments that only appear on the agent's Personal Calendar are taken into account when assigning if this is checked.

Member Privileges

When Issues are assigned to a team you can determine when or if all members of the team will receive email notifications.

� Always

� Only when no individual agents are assigned

� Never



Using Teams

Teams may be assigned to Issues, just as agents may. Individual members of teams can also be assigned. An agent can be a member of more than one team. When assigning agents to an Issue, it is a good practice to choose the agent’s names from within the proper team. This is beneficial when running reports and allowing other members of the same team to view the Issue.

Managing Teams

Once the teams have been created, the properties of the team can be changed at anytime, including the team name, membership, and assignment rules.

Teams can be edited in the Administration → → → → Workspace → → → → Teams screen.

� To add team members, select a team from the Existing Teams drop-

down, highlight the nonmember(s) you want to add, and then click Add Member.

� To remove team members, select a team from the Existing Teams drop-down, highlight the member(s) you want to remove, and then click Delete.



Agent/Customer Roles

Numara FootPrints comes with a number of built-in roles (also called user types) to assign to users of the system.

Each role includes a number of permission options that dictate what users can and cannot do within a Numara FootPrints Workspace.

User roles settings can be defined in the following screen:

Administration →→→→ Workspace →→→→ Users & Roles →→→→ User Roles

-or-

Administration →→→→ System →→→→ Users →→→→ User Roles

There are two main categories of roles in Numara FootPrints:

• Agents: Roles apply to standard full-strength users, such as service desk agents, customer service representatives, technicians, developers, or Numara FootPrints Administrators.

• Customers: Roles apply to end-users, such as external customers, internal clients, employees, or vendors.



Creating New Agent Roles

New agent roles can be created by clicking the Create new role button

within the Workspace or System User Roles administration area and selecting the Agent radio button.

Administration →→→→ Workspace →→→→ Users & Roles →→→→ Roles →→→→ User Roles

→→→→ Create New Role button

-or-

Administration →→→→ System →→→→ Users →→→→ User Roles →→→→ Create New Role button

When creating roles, you are given three options:

1. Create a New Role from Scratch: Gives you the option of setting all privileges for this role.

2. Copy from existing role: This option will take all the settings in an existing role and from that create a new role.

3. Link to a System Default Role: Roles created at the system level can be linked to at the workspace level. This allows assignment to be customized within unique workspaces.

Agent Role Privileges

After creating a role, you will be prompted to define several Role Privileges. These privileges can be modified later. The following are the different Role Permissions that can be set:

Read Permissions

These options determine which Issues the user can view in the workspace. There are three settings from which you can choose:

� Can only view their assigned Issues

� Can only view Issues assigned to them or their team

� Can view all Issues in the workspace



Field Permissions

Field-level permissions, as a rule, are not likely to be created as part of an initial design. Rather, it is expected that the Issues page will be created first, and then a need for field-level permissions will be found. At that point, an administrator will go back and either create a new field that is to be restricted to specific roles or restrict an existing field to certain roles.

Numara FootPrints contains a streamlined grid that you can use to determine what statuses your agents are allowed to go to and from, and when the description is mandatory. Through the use of the grid you can modify roles more efficiently with less clicks.

Numara FootPrints also provides options to remove “Close” from the Homepage Quick Actions dialog and to set the Issue form style (tabbed or expand/collapse).

There are a number of settings from which to choose:

Built-In Field Permissions:

� Specifying Assignees

� Creating New Issues based on Status – When agents in this role create Issues, they can only designate certain statuses.

� Whether descriptions are mandatory for certain statuses

� Editing the title is allowed or not

� Editing the priority is allowed or not

� Editing the assignee is allowed or not

� Changing Statuses – When Issues are in a certain status, the status can only be changed according to the settings here.

� Editing Inactive for Subtask sequencing is allowed or not

� Editing the Most Recent Description is allowed or not

� Mandatory Description Appends for certain statuses

� Ordering Subtasks is allowed or not



Custom Field Permissions:

This area allows the administrator to set permissions to view or change specified fields based on user roles. In addition, this feature allows more granular control, allowing fields to be visible or invisible, read-only or read/write, and optional or mandatory for users with the specified role



Issue Creation Permissions:

Options selected here affect the creation of all Issues.

� Creating New Issues is allowed or not

� Copying and Moving Issues is allowed or not

� Creating New Global Issues is allowed or not

� Define which Quick Issue Templates can be used

Edit Permissions

These options relate to the editing of Issues and requests, the taking, or reassigning of an Issue to themselves, whether they can delete Issues, and which Quick Action(s) can be accomplished from the homepage.

Editing Issues:

� Can only edit their assignments

� Can edit Issues assigned to self or team

� Can edit any Issue regardless of assignment

� Editing requests is allowed or not

� Editing Solutions is allowed or not

� Editing internal Solutions is allowed or not

Taking Issue Permissions:

� Cannot take any Issues

� Can take Issues assigned to own team

� Can take any Issue

� Taking requests – Allowed/Not Allowed

� Taking allows an agent who is not currently assigned to an Issue, and does not have Edit permissions, to add themselves to the Assignees list. Taking is documented in the Issue History when performed.



Deleting Issues Permissions:

� Cannot delete any Issues

� Can only delete Issues they submitted

� Can delete any Issue

Knowledge Base Permissions

This section will only be available if a Knowledge Base Workspace has been created.

� Ability to add to Public Knowledge Base – Yes/Needs Approval/No

� Ability to add to Internal Knowledge Base – Yes/Needs Approval/No

Address Book Permissions

� Creating new contacts is allowed or not

� Editing contacts – All Contacts/Only Contacts created by agent

� Can view contacts – All/Only with the same Organizational field as Agent/None

� Creating new Master Contacts is allowed or not

� Editing Master Contacts is allowed or not



Searching and Reporting Permissions

� No Access.

� Personal Reports Only – Agent can create, run, and save reports, but cannot access shared reports created by others.

� Run Shared Reports Only – Cannot run or save own reports, but can only run Reports shared with this agent.

� Personal Reports (Full Access) and Run Shared Reports – Inclusive of two previous Permissions.

� Personal and Shared Reports (Full Access) - Agent can create, run, and save both personal and shared reports.

� Allow running large reports – yes or no.



Time Tracking Permissions

� See Time Tracking Info for Other Users is allowed or not

� See Rate and Cost Info is allowed or not

� Edit Existing Time Tracking Entries is allowed or not

Change Management Permissions

This section will only be available if the Change Management module has been created.

� View Change Management History and run Change Management Reports

� Ability to override approval/disapproval voting

CMDB and Service Catalog Permissions

This section will only be available if the CMDB module has been created.

� Ability to propose a new CI linked to an Issue

� Ability to propose changes to a CI linked to an Issue

� Access to the CMDB

� Access to the Service Catalog

� Default CMDB role for a user in the Service Catalog



Miscellaneous Permissions

� Instant Talk: If Instant Talk is enabled for the workspace, the user can initiate a chat session with other users.

� Remote Control: If Remote Control is enabled for the workspace, it can be enabled/disabled for users of this Role.

� Workspace Administration: Workspace Administration rights can optionally be given to users of this custom Role.

� Workspace Administration Rights: If Workspace Administration is enabled, these options can limit the sections that the user may access.

� CMDB Access: If CMDB is enabled for this workspace, a link will be displayed on the toolbar.

� Workspace Calendar: If set to Yes a user can create and edit appointments in the Workspace Calendar. User can always create and edit appointments in their Personal Calendars.

� Users can edit an appointment in the Workspace Calendar if they are an invitee of the appointment, regardless of this permission setting.

� Change Personal Preferences: Allow users to change settings in the My Preferences screen.

� Numara FootPrints Sync: Allow users to download the Numara FootPrints Sync client from My Preferences.

� Homepage Dashboard: Limit the number of dashboard components a user may display on their homepage.



Creating Customer Roles

New customer roles can be created by clicking the Create New Role button within the Workspace or System administration area and selecting the Customer radio button.

Administration →→→→ Workspace →→→→ Users & Roles →→→→ Roles →→→→ User Roles

→→→→ Create New Role button -or-

Administration →→→→ System →→→→ Users →→→→ User Roles →→→→ Create New Role button

When creating roles, you are given three options: 1. Create a New Role from Scratch: Gives you the option of setting all

privileges for this role. 2. Copy from existing role: This option will take all the settings in an

existing role, and from that create a new role. 3. Link to a System Default Role: Roles created at the system level can

be linked to at the workspace level. This allows assignment to be customized within unique workspaces.

Customer Role Privileges

After creating a Role, you will be prompted to define several Role Privileges. These privileges can be modified later. The following are the different Role Permissions that can be set:

Requests Permissions

These settings determine how the user can handle requests. � Viewing Requests:

1. Can only view their requests. 2. Can view their requests and their organization’s requests. 3. Cannot view any requests.

� Creating Requests: Allowed/Not Allowed 1. Entering Priority of Requests – Determines whether the customer

can assign a priority level to their Request. 2. Change Priority Requests – Determines whether the customer can

alter the priority level of their Request.



3. Allow users to updated their own contact info – Allowed/Not Allowed

4. Can add CC: addresses to requests – Allowed/Not Allowed

� Can use the following Quick Issue Templates: Allows the use of designated Quick Issue Templates.

� Customers are only allowed to use standard Quick Issue Templates. Master Quick Issue Templates will not be displayed here.

� Subscribe to Global Issues: Allows the user to subscribe to see the existing Global Issues.

Field Permissions

Field-level permissions allow the administrator to set permissions to view or change specified fields based on user roles. This feature allows more granular control, allowing fields to be visible or invisible, read-only or read/write, and optional or mandatory for users with the specified role.

� Default permissions

� Advanced permissions

Reports Permissions

� Run Pre-Defined Reports – This setting determines whether a customer can run reports that have already been created.

� Create Custom Advanced Reports – This setting determines whether a customer can generate his/her own reports.



Miscellaneous Permissions

� Instant Talk

If Instant Talk is enabled for the workspace, the customer can initiate an Instant Talk chat session with an available agent.

� Knowledge Base

If enabled, the user can search the public knowledge base, and has access to the public FAQs. Customers may never view Internal Solutions.

� Initial Content

Controls the default content a Customer is presented with on the homepage upon login. The options are:

� My Requests – A list of the user’s personal requests.

� My Organization’s Requests – A list of the user’s organization’s requests.

� Submit Request – Submit Request form is displayed.

� Global Issues – A list of current Global Issues.

� All Solutions – A list of public knowledge base Solutions.

� Welcome Message

The Welcome Message displayed at the top of the homepage may be customized per role. This is a good place to communicate to users what they can do in Numara FootPrints, how they can get help, important messages, and more. The message can contain any text desired, and use the following variables:

_FROMNAME_ Email “from” Name

_USERNAME_ User’s Name

_ADMINEMAIL_ Workspace Administrator’s Email

_PROJNAME_ Workspace Name

� Change Personal Preferences

If this is allowed, the user can change their preferences. These options include the ability to change password, time zone, date format, screen size, and language. A “My Preferences” icon is displayed in the Numara FootPrints toolbar.

� Service Catalog Access

If your organization has purchased this add on you can determine who is allowed to view the Service Catalog link in the workspace toolbar.



Field Level Permissions via User Roles Page

Within the Field Permissions section of the Create/Edit Role screen is an option to choose for Custom Field Permissions. Click the advanced permissions radio button then the Required Field drop-down to expose the full field-level permissions options.

This section has the following options:

� Field: This is the field for which you will be defining the permissions.

� Custom Field Permissions 1. Hidden on all screens– No users in this role will have access to

these fields. 2. Permission based on status.

� Field Level Permissions by Status: For each status, one of the following permissions can be set: 1. Hidden – Field will not be accessible to users in this Role. 2. Read Only – Field can be read by users in this role, but cannot be

edited. 3. Optional – Field can be read and edited by users in this role, but it is

not required. 4. Mandatory – Users in this role must enter data into this field.



Summary: This button opens a window that will show a chart of all field-level permissions at a glance.

Field-level permissions can also be used to provide a different create/edit page for customers. Some fields may be hidden or read-only to customers and available to agents, or vice versa.

Field Headers and Field Level Permissions

Certain fields may be configured to have custom text or HTML headers. However, if these fields are also to be hidden under certain circumstances, you may want the header to behave differently. When configuring Field Headers, you have three options about the appearance of the header: � Always – Header will be displayed whether field is hidden or not. � If Field is Shown – Header will only be displayed if the field is

displayed. � If Row is Shown – Header will be displayed if the field or any other

field in the same row is displayed.



Special Field Level Permission Cases

Dependency Fields When fields are part of a Dependency Group, the application of field-level permissions has the following distinctions: � The field-level permissions cannot be based on individual statuses. � The permissions – Hidden and Read-Only – must apply to the entire

group. � The permissions – Mandatory and Optional – can apply to individual

fields. Service Level Agreement Fields Configuration of field-level permissions, against an SLA field, is subject to the following restrictions: � Only default (Optional or Mandatory) permissions are allowed. � If a Date Time field already has advanced field permissions configured,

it cannot be used as the Due Date field. Auto Assignment If an Auto Assignment rule is based on a particular field, that field must be writeable for all agent types. Dynamic SQL Field Mapper If a field is used as either a lookup or target field for the Dynamic SQL Field Mapper, the permissions on that field cannot be limited on by status. Address Book Fields Advanced field permissions can be used with address book fields with following conditions: � Address book fields can be designated as optional or mandatory by

status for agents. Fields cannot be read-only or hidden from agents. � Fields can be optional, mandatory, read-only, or hidden from customers,

but cannot be restricted based on status. The User/Role-based field-level permissions can be used as an added access control feature to prevent certain users from viewing, or editing fields that may be only for managers or members of other teams or departments.



Agent Preference Templates

Agent Preference Templates allow you to pre-set My Preferences settings for new and existing agents. Agent Preference Templates can be configured

on the Administration →→→→ Workspace →→→→ Users & Roles →→→→ Agent Preference Templates screen.

Create a new Agent Preference Template

Click the Create New Template button to create your template. You will make selections for the following.

Template Name: Enter a name for the template

Dashboard: You can specify the number of columns and add default components to the Dashboard.

Homepage: You can specify which lists will be displayed, the default list, auto-refresh interval, sorting and columns.



Issues: Options selected here will determine what the create/edit Issue page will look like.

Security: Whether a password is required to create or edit Issues.

FootPrints Sync: You can choose the sync method and whether to enable Instant Talk.

� The dashboard, homepage and Issues options are covered in detail in the User Preferences chapter of this manual.

Associate Templates with Role(s)

Once your template is created, you will click the Save button and enter your password. This will take you back to the Agent Preference Templates screen. You can then choose the Role to associate it to from the Associate Template(s) with Role(s) section. If you wish to send this template to all of the users of a specific Role, check the Update Existing Users checkbox. Then click the Save button.

.



Authentication Methods

Numara FootPrints supports several modes of user/password authentication. Authentication is the process of identifying an individual, usually based on a username and password. In security systems, authentication is distinct from authorization, which is the process of giving individuals access to system objects based on their identity. Authentication merely ensures that the individual is who he or she claims to be, but says nothing about the access rights of the individual. You have the option of using Numara FootPrints' internal encryption techniques, where Numara FootPrints maintains its own database of users and passwords. Alternatively, Numara FootPrints can let the web server perform the authentication or authenticate by interfacing with either an LDAP directory server or the Windows NT user list on Windows, and UNIX/Linux user list on UNIX systems.

Authentication methods can be selected by navigating to Administration →→→→

System →→→→ Users →→→→ Authentication page.

Numara FootPrints supports the following methods of authentication: � Numara FootPrints Internal Authentication: Numara FootPrints will

maintain user ID’s and passwords.

� LDAP Authentication: Numara FootPrints will use LDAP credentials to authenticate users.

� Windows Authentication: Numara FootPrints will use Windows or Domain credentials to authenticate users.

� Web Server Authentication: Authentication is handled by the Web Server.

� Unix Authentication: Numara FootPrints will use Unix credentials to authenticate users.

The Primary Authentication method will be selected by default when creating new Numara FootPrints Users. You will have the option of choosing the authentication method for each user.



Windows Authentication

To configure Windows authentication, enter in the following: � Domain, place multiple Domains on separate line.

� Your Windows password.

� The username that you are currently logged in with will be used. Enter the Windows password for this username where prompted.



LDAP Authentication

To configure LDAP authentication, enter in the following: � LDAP Authentication Attribute

� LDAP Server Address

� LDAP Server Port

� LDAP Base DN

� Distinguished Name/Password

� LDAP password for above account

� LDAP Security Type



UNIX Authentication

When Unix authentication is selected, the UNIX password file is used to authenticate a user’s password. This option is only available if Numara FootPrints is installed on a UNIX or Linux server. To configure UNIX password authentication, all you need to do is select UNIX authentication in the authentication drop-down. Your ID and password are checked against the UNIX password file. No additional information needs to be defined.

Web Server Authentication

In this method password checking is handled by the web server, not Numara FootPrints. Therefore, there are no additional parameters that you need to set to enable Web Server Authentication. Additionally, if you use Web Server Authentication you can only select it as a Primary Authentication Method and will not be able to use a Secondary Method.

You will need to remove anonymous access from the five Numara FootPrints web aliases:

� FootPrints

� MRcgi

� help

� MRimg

� tmp



Adding Agents – Multiple Authentication Methods

When a Primary and a Secondary Authentication Method are specified, you will be required to select one of these when creating new accounts. The Primary method will be selected by default. Providing Numara FootPrints with your users’ passwords will only be required if Numara FootPrints authentication is selected.




1. What are the two primary types of users?

2. What are the three methods you can use to create users?

3. Where can you quickly add or delete a user from multiple workspaces?

4. Can a Workspace Administrator configure the option to auto-add

customers?

5. Which authentication mode must be used as Primary and cannot be used

in conjunction with a Secondary method?



NOTES



NOTES

Add r e s s B o o k M an a g eme n t


Numara FootPrints Address Book Management

Objectives


� Navigate the Numara FootPrints Address Book

� Create, Customize, and work with contacts

� Define and work with Master Contact Records

� Use an LDAP Address Book

� Manage the Address Book Administration

� Run Searches and Reports

� Send Mass Emails



Numara FootPrints Address Book Overview

The address book is used to keep track of employee or external customer contact and other information. This is information that is essentially permanent data for your end users. For example, data kept in the address book may include Department Name, User ID, Email Address, and Phone Number. To access the address book from the Numara FootPrints homepage just hover your mouse on the More button then click the Address Book button. � Information from the address book can also be looked up from the Issue

form, saving time and keystrokes.



Navigating the Numara FootPrints Address Book

The address book (AB) opens a new page and contains its own toolbar which can be used to create a contact or run a report.

The address book contacts are listed in the main frame:

� The contacts are sorted alphabetically by the first field. By default, this is Last Name, but any field may be set as the first field.

� Clicking the hyperlink for a letter (A,B,C, etc.) brings you to those contacts whose last names start with that letter.

� The top frame contains a quick search facility, allowing you to quickly search the address book for a contact.

� If the address book is an LDAP-based address book, the Home Page will contain a Search Window. LDAP does not support browsing of contacts.



Disabling the Address Book

If you do not wish to use an address book in this workspace, you can disable the feature.

Disable Address Book

1. From the workspace homepage select Administration →→→→ Workspace

→→→→ General →→→→ Workspace Options →→→→ General tab.

2. Select the Disable Address Book radio button.

3. Type in your Password.

4. Click the Save button. .



Address Book Types

There are six different address book types that can be used within Numara FootPrints: 1. Numara FootPrints Database – Contact information will be stored and

maintained within the Numara FootPrints Database.

2. Dynamic LDAP Address Book Link – This feature retrieves contact data dynamically from any LDAP-compliant contact database.

� The Dynamic LDAP address book option is covered in detail later in this chapter.

3. Dynamic SQL Address Book Link – This feature will access contact data stored in a relational database such as Microsoft SQL Server or Oracle.

4. Salesnet Address Book Link – This feature connects to Salesnet for address book information.

5. Salesforce.com – This feature connects to Salesforce.com for address book information.

6. Microsoft CRM – This feature connects to the Microsoft CRM application for address book information.

The address book type can be defined in the Administration →→→→ Address

Book →→→→ Address Book Type screen.



Custom Address Book Fields

Custom address book fields can be created, removed, and rearranged using the address book field maintenance page.

� See the Numara FootPrints Customization chapter earlier in this manual for detailed information on field types, permissions, requirements, etc.

� You can add up to 380 additional custom address book fields.

Work with Custom Address Book Fields

1. Navigate to Address Book →→→→ Administration →→→→ Field Maintenance.

-or-

Administration →→→→ Address Book →→→→ Field Maintenance

2. Enter a field Name.

3. Select a field Type.

4. Select the field Permissions.

5. Select the field Requirements.

6. Change the field order as necessary.

7. Select a Primary Key field.

8. Use the Organizational Field to organize your contacts as necessary. If a field is selected here, the contacts in the address book will be grouped by that field.

9. If required, enable the Master Contact Record feature.

� This feature allows an agent to store information common to an organization, and will be discussed in detail later in this chapter.

10. Insert HTML/Text headers above fields as necessary.

11. Enter your Password and click the Save button.



Creating New Contacts

Once you have created all of your custom address book fields you will be ready to start adding new contacts. You can do this manually or by setting up an import.

Creating a Contact Manually

To create new contacts click the Create Contact button on the address book toolbar.

One field must serve as the “Primary Key”. The Primary Key field must contain a unique entry for each record. For example, if user ID is set as the Primary Key, all User ID’s must be unique for each user.

In the Create Contact window there is a form containing all of the fields, both Built-In Numara FootPrints and the Custom fields created by the Numara FootPrints Administrator, enabled for this address book.

� Additional fields can be created in the Address Book →

Administration → Field Maintenance screen which was discussed on the preceding pages.

� All fields, including built-in fields, can be made optional or mandatory, or they can be deleted.



Importing Contacts

Address book contacts can be imported into Numara FootPrints from a text

file in the Address Book →→→→ Administration →→→→ Load Data screen or

Administration →→→→ Address Book →→→→ Load Data.

Contacts can be imported from Comma Separated Values (CSV) format or field delimited format files. This section requires several pieces of information:

� Time to Load Workspace Data – The data can be imported immediately, or set for a later date and time.

� File from which to load data (file formatting will be discussed shortly).

� Import File Format – field delimited or CSV.

� ID or Full Name of agent to be used as ‘submitted by’ agent – All records will include a ‘submitted by’ field. By default, this field will automatically fill with the agent’s profile conducting the import. Another agent can be specified here.



Setting up the Import File

There are a number of concepts to keep in mind when you are setting up the file you will be using to import your contacts into Numara FootPrints.

� The import file must include all of the mandatory built-in and custom fields.

� Click the Press this link to review this address book’s schema to review all contact fields expected by Numara FootPrints, in the order they need to be presented.

� Microsoft Excel can be used to automatically export into CSV format.

� Text editors will be sufficient, as long as each field is separated by a comma.

Sample Import File:

If you wish to save this mapping for future use, provide a name for the mapping in the box provided. The next step of the import wizard is to map the fields in your import file with the corresponding fields in Numara FootPrints.



If your import file has a header row, check the box so that it will not be processed as part of the input process. If you have previously saved a mapping, choose it from the text box provided and select the Use Selected List button.

� Average import time is approximately 33 records per second.

� During the import process you may see: “Your address book import file has been processed.” This means that the system did not see any validation errors and will begin to process your load. During the load time you may see only portions of the data until it has finished.



Exporting Contacts

Exporting contacts is the reverse process of importing, so similar concepts

will be used. To export your contacts, navigate to the Address Book →→→→

Administration →→→→ Export Data screen or Administration → → → → Address

Book →→→→ Export Data.

The Export Data form is similar to the Report and Search forms, in that you specify the criteria used to determine the content of your export file. The following options are available in the Address Book Export form:

� Contact Information: The fields in this section differ depending on the fields you have configured in your address book. Search on as many fields as desired.

� And/Or: If “And” is chosen, contacts must match ALL criteria chosen above. If “Or” is chosen, only one criterion must be met.

� Anchoring: By default, searches in the address book are anchored on the first letter for each field (ie, a search for ‘smi” would return Smith but not Coopersmith.) You can choose not to have searches anchored in this manner.

After clicking ‘Go’ your export file will be created in CSV format. You will be prompted to open or save the file.



Working with Address Book Contacts

Selecting a contact in the address book (by clicking on the hypertext link) displays the details of that contact. You also get a new set of control buttons for that contact: Contact toolbar options:

� Edit Contact: Edit the address book contact.

� Copy Contact: Create a copy of the contact.

� Delete: Delete the contact from the address book.

� Create Issue: Create a new Issue from an existing address book contact, with all of the contact’s information populated.

� History: Lists all Issues for the selected contact.

� Report: Reports all Issues (with details) for that contact in a separate browser window.



Using the Master Contact Record

A master contact record allows an agent to store information common to an organization, such as a company name or department, in a record similar to that of an address book contact. Upon adding or editing a contact who is a member of an organization for which a master contact record exists, the agent may preload the master contact record information into the contact. Another element associated with the Master Contact Record feature is the Organizational field. The Organizational field is a single field defined by the Administrator, used to group together multiple contacts. Common Organizational field groupings are by:

� Department

� Site

� Company

� Building You can then associate other address book fields with the Organizational field to create a full Master Contact Record. There can be several advantages to grouping contacts into Organizational fields:

� Reports can be run against Organizational fields.

� Roles can be defined to allow extra permissions based on Organizational fields.

� History for entire Organizational fields can be quickly viewed.

� Organizational fields can be easily navigated from hyperlinks on the address book homepage.

� Prevent Redundant Efforts by your agents.

� Avert Duplicate Organization Names.

� Single Point Update.

Configuring the Master Contact Record Feature

You must create all of your master contact record fields before you enable the master contact record feature. Creating these fields was discussed earlier in this chapter.

Configure the Master Contact Record Feature

1. Navigate to Address Book →→→→ Administration →→→→ Field Maintenance.

-or-

Administration →→→→ Address Book →→→→ Field Maintenance

2. Click the checkbox labeled Check here to enable the Master Contact Record feature.

3. Choose OK in the message pop-up reminding you to select a master key record and associate field(s) as a master contact record field.



4. Select the field(s) you will use as master contact record fields and click the Edit button.

5. Select the Yes radio button to associate each with the master contact key.

6. Enter your Password and click the Save button.

Results from Creating the Master Contact Record

After the Master Contact Record has been created, you will see a number of changes on the address book page:

� (Organizational Fieldname) Home on toolbar– This would read the name of your Organizational field (ie, Company Home). Clicking on this button will display the list of Master Contact Records.

� Create (Organizational Fieldname) on toolbar – This allows you to create a Master Contact Record, filling in only those fields associated with the feature.



� (Organizational Fieldname) Search – Allows you to search for Master Contact Records.

� Organizational field in the contacts list is shown as a Hyperlink. The Hyperlink takes you to the Details Page for that Master Contact Record.

� Quick Search Option for Master Contact Record – There will be a new drop-down for the Organizational Unit.

Creating a Master Contact Record

Create new Master Contact Record by clicking on Create (Organizational Fieldname) button while in the address book.

Master Contact Record Details

Clicking on the hyperlink will display the Master Contact Record for this Unit. The Master Contact Record Detail view has the following options:

� Create Contact: Create a contact within this Organizational Unit.

� Edit: Edit the information for this Master Contact Record.

� Copy: Create a new Master Contact Record starting with this information.

� Delete: Delete this Master Contact Record.

� Create Issue: Create an Issue from this Master Contact Record.

� History: Display all Issues for contacts within this Organization.

� Report: Display a report of all Issues for contacts within this Organization.

� List Contacts: Display an address book listing of all contacts within this Organization.



Create Contact Using Master Contact Record Feature

You can use the information from the Master Contact Record when creating new contacts in the Create Contact screen.

Using Master Contact Record Feature in Issues

While creating or editing an Issue, you can use the Master Contact feature in two places:

1. History: The Contact History Button allows you to view the history for the contact and the entire Master Contact Record.

2. Select (Organizational Field Name): This button allows you to search against Master Contact Records and returns only those fields that are included in the record.



LDAP Address Book

The Numara FootPrints Dynamic Address Book Link feature retrieves contact data dynamically from any LDAP-compliant contact database for the address book. The Lightweight Directory Access Protocol (LDAP) is the standard Internet directory protocol. Examples of an LDAP-compliant database include:

� Microsoft Exchange 5.x/2000

� Sun ONE Directory Server

� Novell Directory Services If the dynamic option is used, Numara FootPrints will access the outside database for contact information in the address book. The Numara FootPrints Dynamic SQL Address Book Link feature retrieves contact data dynamically from supported contact databases for the address book via ODBC. Open DataBase Connectivity, or ODBC, is a standard relational database access method developed by Microsoft Corporation. The goal of ODBC is to make it possible to access any data from any application, regardless of which database management system (DBMS) is handling the data. Numara FootPrints harnesses this power by providing access to existing ODBC-compliant contact data without requiring that the records be loaded into a separate Numara FootPrints address book. The supported ODBC-compliant databases include:

� Oracle

� Microsoft SQL Server

� Microsoft Access

� MySQL

� IBM DB2

The address book type can be defined by navigating to the Address Book

→→→→ Administration →→→→ Address Book Type screen or Administration

→→→→ Address Book →→→→ Address Book Type.



Configuring the LDAP Address Book

Numara FootPrints can be configured to access an outside contact directory by selecting the radio button next to Dynamic LDAP Address Book.

The following must be defined to configure the LDAP address book:

� Name for Address Book – An arbitrary name used to identify the address book in Numara FootPrints.

� LDAP Server Name – The full domain name of the machine hosting the contact database server.

� LDAP Server Port – The port Numara FootPrints will use to communicate with the LDAP contact database.

� LDAP Search Base – Used to specify where in the database tree Numara FootPrints should search to retrieve user information.

� Last Name – The name Numara FootPrints will use to test the connection to your LDAP server.

� Distinguished Name – If anonymous login is not allowed you will be required to enter in a distinguished name and password.

� LDAP Security Type – Choose between Start_TLS or LDAPS After entering in the LDAP connection information, you will be taken to a screen where you can map Numara FootPrints address book fields to fields in your LDAP.

� The LDAP attributes shown are all of the fields that had data in them when Numara FootPrints searched the account matching the Last Name chosen from above.

� Prior to running this wizard, you may want to create an account in LDAP with a unique last name and populate all of the fields to display in Numara FootPrints. Use this last name when you are configuring your LDAP address book to ensure the proper list of attributes.



The LDAP Address Book Field Mapping screen will appear after LDAP address book Configuration is complete ONLY if an existing address book is being converted. New address books do not require this step.

� A list of available LDAP/Exchange Attributes is in the left column at the bottom of the page. These are attributes found on the LDAP server.

� The second column contains a table with two columns: Numara FootPrints Field Names and Delete Field/Select Attributes.

� Choose an LDAP Attribute to be mapped to each Numara FootPrints field. If you wish to remove one of the Numara FootPrints fields, choose ‘Delete Field.’ After completing the LDAP setup, you can edit

the fields in the Address Book → Administration → Field Maintenance page.

This page is the same as the Field Maintenance page for the standard Numara FootPrints address book, except that you specify an LDAP attribute to associate with each field.



Revert from LDAP Address Book

You can revert back to a Numara FootPrints address book from an LDAP

address book in the Administration →→→→ Address Book →→→→ Configure LDAP screen.

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