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Creating Issues (Overview)

The following describes the Create Issue page, including descriptions of each field. For details on creating and completing the Create Issue page, see the next topic: Completing a New Issue.

To create a new Issue in BMC FootPrints Service Core, click New Issue on the BMC FootPrints Service Core toolbar.

Note

The names of many of the fields in BMC FootPrints Service Core can be changed by the administrator (Title, Priority, Status, Description, etc.), as well as the name of the records (Issue). Custom fields can also be created. This manual always refers to BMC FootPrints Service Core records as "Issues" and uses the default terms for the other field names.

The Create Issue page will appear different depending on whether you have enabled expandable/collapsible sections or tabs. (Refer to Issue Preferences for details on enabling expandable/collapsible sections or tabs.) If you have enabled tabs, the names labeling the tabs that contain mandatory fields are displayed in red. The fields and sections/tabs in the Create New Issue page can include:

• Auto-Suggest—If enabled, the Auto-suggest Solutions feature gives Agents the opportunity to more quickly resolve Issues by displaying suggested Solutions that exist in the Knowledge Base which match the criteria you enter in the Issue Information, and to browse the Knowledge Base from there as well.
• Title—The title or subject of the Issue.
• Priority—The importance or impact of the Issue (customizable).
• Status—The stage or workflow step of the Issue (customizable).
• Contact Information—Contact information for the customer who reported the Issue.  The fields displayed here are different depending on how the administrator has set up BMC FootPrints Service Core.
• Issue Information—Additional information about the Issue.  The fields displayed here are different depending on how your administrator has set up BMC FootPrints Service Core.
• Description—Full description of the Issue; it can include a virtually unlimited amount of text. The Description acts as a journal and can be appended to many times.  Each time it is appended, the new material receives a time, date and user stamp automatically.  The Description field can also contain a drop-down list of quick descriptions.  Quick descriptions are pre-defined text that can be used to populate the Description field.  For information on quick descriptions that have been defined by your Workspace administrator, contact your Workspace administrator.
• Search Knowledge Base—Search the Knowledge Base for a Solution to the Issue and optionally import that Solution into the Description.
• CI Links—If your BMC FootPrints Service Core installation includes the Configuration Manager add-on module, you may see a CI Links section for linking the Issue to configuration data. Refer to BMC FootPrints Configuration Manager in the Programmer's Reference Manual or full on-line help for details on this module.
• Attachments—Attach one or more files to the Issue.

NOTE

File attachments can be sent with email notifications. However, attachments of one or more files that exceed 5 Mb in total size can severely slow down notifications. If your total attachment size exceeds 5 Mb, a warning message is displayed.

• Assignees—Assign Agents or Teams to work on this Issue.
• Email—Select whether to send email notification on this Issue and also whether to send a Survey to the customer.
• Time Spent—Track the time spent on an Issue.  Automatic and manual options are available.  Can also be used for billing purposes, with hourly billing rates defined for each Agent.