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Customer Types

Customers have access to different self-service features and login into BMC FootPrints Service Core in different ways depending on a number of factors:

• Role—The permission level assigned to a customer.  This determines what a customer can do in BMC FootPrints Service Core and how the customer's homepage is configured.
• Login Options—Login options determine how a user logs into BMC FootPrints Service Core.

Customer Roles

A role determines what one can do and see in BMC FootPrints Service Core.  The BMC FootPrints Service Core administrator assigns roles to users to suit user needs in the system.  The following is a list of some built-in customer roles:

• Read/Submit—Users can search the Knowledge Base, access the FAQ categories, submit and track Requests via the web interface and/or email.
• Read KB—Users can search the Knowledge Base and access the FAQ categories.
• Read KB/Requests—Users can search the Knowledge Base, access the FAQ categories. and check the status of the their own requests (entered by an internal user, or via email).
• Edit—Users can search the Knowledge Base, access the FAQ categories, submit and track Requests, and have limited edit and close privileges of their own Requests.

Note

Throughout this manual, different customer types are generally referred to as “customers”.

Login Options

How a customer logs into BMC FootPrints Service Core is determined by the License Type and other options configured by the administrator.

• Unique Customer Account—A unique ID and password is assigned.
• Shared Customer Account—Log into BMC FootPrints Service Core under a shared guest account.  If identification is required (for example, to submit a Request), only an email address or other identifier is required.
• Auto Add Customer—If the administrator has configured this option, customers can create their own account IDs and passwords, or possibly login with their existing network IDs and passwords.

Contact your BMC FootPrints Service Core administrator for information on how this aspect of BMC FootPrints Service Core is configured.

Note

The examples in this chapter are for a Unique Read/Submit Customer.  Some specific examples for different customer types are found later in this chapter.