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User Types Overview

A "user", in BMC FootPrints Service Core, is anyone who has access to the BMC FootPrints Service Core system. This may include a service technician who is assigned to work on a router, an employee client who is reporting a problem with their PC, an external customer who has a question about the organization's products and services, or a manager who needs to run a report on service desk activity. These users are just examples; BMC FootPrints Service Core can be configured to work for virtually anyone who needs to track Issues.

A number of different user types are supported in the system. Each user type is intended for users with different needs.  As described in the introduction to this manual, BMC FootPrints Service Core users are categorized within two broad categories:

• Agent Users—This type of account is intended for internal users, such as Service Desk agents, customer service representatives, engineers, and administrators.  Depending on the permission level, these users can create, update and close Issues, run reports and queries on the database, configure workspaces, etc.  They are also sometimes referred to as "Individual Users".
• Customer Users—This type of account is intended for employee customers and external customers.  These users can submit Requests to the system, track the status of their Requests, search the Knowledge Base, and may have limited update privileges to their own Requests, depending on the type of license purchased and the permissions for that user.