Open topic with navigation

Advanced Issue Types

The Issues topics of this manual cover the basics of creating and working with BMC FootPrints Service Core Issues.  In addition to regular Issues, BMC FootPrints Service Core supports other Issue types for improved workflow.  These include Quick Issue templates, Master Issues and Subtasks, and Global Issues.

Note

During installation (and per Workspace), the administrator can change the default term "Issue" to another name, such as “Entry,” “Call,” or “Ticket.”  For clarity, this manual always refers to BMC FootPrints Service Core records as “Issues.”

The Advanced Issue Types section covers the different types of Advanced Issue options in the following topics:

• Quick Issues —Quick Issues are templates that contain pre-filled information for standard types of customer problems and Requests. Password Reset would start out pre-filled with a description of the problem, the problem categories pre-filled with Network and Password Reset, and perhaps a Status of Closed. The Agent only needs to fill in the user's contact information to submit the Issue.  The Workspace Administrator can create an unlimited number of templates. For details, see Quick Issues in the Administration section of the user documentation.
• Master Issue/Subtask — Master Issue/Subtask —When a Subtask is created for an Issue, the originating Issue automatically becomes a Master Issue of that Subtask. Sometimes an Issue needs to be separated into Subtasks to be completed by different users.  Multiple Subtasks can be created for an Issue.
• Master Quick Issues—Quick Issue templates can be defined to create Master Issues and related Subtasks automatically, for example, to define the New Hire process. In addition, you can sequence the subtasks so that subtasks cannot be performed until other subtasks are completed. This provides another level of control over the subtask process.
• Global Issues/GlobalLink—Global Issues are used to designate important or frequently reported Issues that affect many users.  Global Issues can be broadcast to all Agents, are displayed on the Agent homepage, and, optionally, can be displayed for customers.  When a new Issue is reported with the same problem as that of a Global Issue, the Agent (and, optionally, the customer) can link the Issue to the known Global Issue (called GlobalLinks). Global Issues can be configured so that closing the Global Issue also closes the GlobalLinks at one time.