A
"user", in FootPrints, is anyone who has access to the FootPrints
system. This may include a service technician who is assigned to work
on a router, an employee client who is reporting a problem with their
PC, an external customer who has a question about the organization's products
and services, or a manager who needs to run a report on service desk activity.
These users are just examples; FootPrints can be configured to work for virtually
anyone who needs to track Issues.
A number
of different user types are supported in the system. Each user type is
intended for users with different needs. As described in the introduction
to this manual, FootPrints users are categorized within two broad
categories:
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 level, these users can create, update and
close Issues, run reports and queries on the database, configure workspaces,
etc. They
are also sometimes referred to as "Individual Users".
Customer
Users—This
type of account is intended for employee customers and external customers.
These users can submit Requests to the system, track the status of their
Requests, search the Knowledge Base, and may have limited update privileges
to their own Requests, depending on the type of license purchased and
the permissions for that user.