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Issues

A BMC FootPrints Service Core Workspace comprises a set of related Issues.  “Issue” is the default name given to a BMC FootPrints Service Core record.  Each Issue is a numbered record in the BMC FootPrints Service Core Workspace database around which all Service Desk and problem tracking activity centers.

All Issues have some built-in content in the form of required fields (i.e., mandatory data required for the database), as follows:

• Title—a short description of the Issue
• Priority—the urgency of the Issue
• Status—the current state of the Issue; Open and Closed are required status options, but administrators can create as many categories of status (e.g., Pending approval), as they wish.
• Description—a description of the Issue, usually containing much more detail and history than the Title.
• Assignee—the person or persons assigned to track or resolve the Issue.

Not all organizations use the term "Issue" as the label for a record of this type.  Administrators can customize BMC FootPrints Service Core to apply whatever label is appropriate in your local culture.  Administrators can change the name "Issues" to "Tickets", for example, so that wherever the word "Issues" appears by default in BMC FootPrints Service Core, the word "Tickets" is displayed.

Note

During installation, the administrator is given the chance to change the default term “Issue” to another name, such as “Entry,” “Call,” or “Ticket.”  For consistency, this manual always refers to BMC FootPrints Service Core records as “Issues.”