After you license FootPrints
and log in for the first time, the Workspace Setup Wizard is displayed.
The Workspace Setup Wizard is intended to help you through setting up some
of the most popular features of FootPrints
for use in Service Desk, customer service, sales, development, or any other
issue tracking needs. While there are many configuration options in FootPrints, the Wizard helps you get
up and running as quickly as possible with the basic features.
You can navigate through the Wizard using the Next
and Back
buttons. You
can skip any step that you do not want to complete. To exit the Wizard and launch FootPrints,
select Cancel.
You can set up the workspace at a later time through the administration
pages by selecting Administration
from the FootPrints Toolbar.
The Workspace Setup Wizard is also available for creating
additional workspaces from the System Administration Workspace
Management page.
On the first page
of the Wizard, you can select a workspace type.
Select
Workspace Type—The
drop-down below contains a list of pre-built templates for your first
workspace. Select a workspace type and click View
Details to see a preview of the fields that are included in the
template. If you do not want to use a template, select I
Will Make My Own Fields Later. In any case, fields can be added,
edited, or changed later from the administration pages.
Select
Workspace Name—This
is the display name for the workspace.
Available templates are:
Corporate
Service Desk—This
is intended for a typical corporate service desk that supports hardware,
software, network, and other IT issues for employees of the company.
Customer Support—This
template is intended for use by a customer service department that supports
outside customers on the company's products and services.
IT Service Management—This is intended for incorporating a CMDB in the Workspace. The IT Service Management template actually creates four separate workspaces: the Incident Workspace, for tracking Incidents, the Problem Workspace, for tracking Problems, the Change and Release Management Workspace, which will provide change management, and the Service Portfolio Workspace, which creates a workspace for building a Service Catalog. The Workspace Wizard follows a different set of steps for the IT Service Management Workspace than it does for other workspaces. If you select the IT Service Management workspace template, go to Workspace Wizard for IT Service Management once you complete this page.
Asset
Requisitioning—This
template is designed for purchasing.
Change
and Release Management—This
template can be used to track change requests for any number of categories.
It is based on the ITIL standard. The
Change Management template is only available if the Change Management
Add-on module is purchased.
Survey—This
template is used for responses to your customer surveys. This
template takes you through a slightly different series of steps than the
other templates.
SOX
Financial Control Management—This template is designed to track
process controls that relate to financial procedures and processes. The
template was created in response to Sarbanes-Oxley requirements.
SOX
IT Change Management—This template is designed to ensure that changes
made to financial data comply with Sarbanes-Oxley requirements. The
Issue page that is created with this template contains sections that are
Status-dependent, meaning that the sections of the Issue expand or collapse
depending on the value in the Status field. (Available
to Change Management users only.)
IT
Outsourcing—This template is designed to keep track of IT issues
for an IT Outsourcer who provides Third-Party technical support and services
for another organization.
HIPAA
Patient Management—The HIPAA Patient Management template was created
to help medical facilities track and manage patient personal, insurance,
and payment information, as well as visits, services rendered, and future
appointments.
Facilities
Management—This
template helps track maintenance and other facilities requests.
Human
Resources Management - This template is used to track individual
employee change requests.
Service Desk—This is an ITIL-compatible (Information Technology Infrastructure Library) workspace template for tracking Incidents and Service Requests.
Problem
Management—This
is an ITIL-compatible
workspace template for Incident and Problem Management.
Service Portfolio—This is an ITIL-compatible workspace template for proposing and approving Services for the Service Catalog.
Issue
Tracking—This
is a generalized template for tracking any kind of issues or workspaces
that need to be tracked.
Resource
Management—This
template is designed to help an IT department track and manage both hardware
and software that it might loan or otherwise install.
Sales
Tracking—This
template is designed to help a sales team track leads, quotes, and perform
contact management.
Software
Change Management—This
template can be used for development and quality assurance teams to track
feature requests, bugs, and other issues regarding a company's software
products. (Available
to Change Management users only.)
Training—This template
is useful for an IT department that trains its employees, as well as for
other training organizations uses
Note
These templates contain some fields that have sample choices
in them, such as Product (Product 1, Product 2, etc.) and Version Number
(Version 1.0, 2.0, etc.). They are intended for evaluation purposes only.
To use these fields in your environment, you should edit them to include
your actual product names, etc. This can be done at any time from within
FootPrints by selecting Administration
| Workspace | Form Designer (for workspace or issue-based fields)
or Administration
| Address Book | Field Maintenance (for contact fields) from the
FootPrints Toolbar. Administrators should also note that some of the templates, such as Corporate Service Desk and eSvc Customer Support, create teams in addition to fields.