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Workspace Administration Overview

In order to use BMC FootPrints Service Core to track specific data and take full advantage of its power, BMC FootPrints Service Core workspaces can be customized.  To customize the current workspace, select Administration | Workspace from the BMC FootPrints Service Core toolbar (you must be a Workspace or System Administrator).  This displays the Workspace Administration page in the main frame of the browser, from which you can add users, customize fields, automate business rules, and customize other options for the current workspace.

Workspace Administrators can set options on a per workspace basis.  The options are:

• General
  • Workspace Options—Set workspace-wide option
  • Mail Preferences—Configure Email notification rules and formatting
  • Users and Roles
• Agents
  • Add Agents—Add new Agents to this workspace
  • Edit Agents—Change the properties of or remove Agents from the workspace
  • Teams—Organize Agents into assignment Teams
• Customers
  • Add Customers—Add new Customers to this workspace
  • Edit Customers—Change the properties of or remove Agents from the workspace
  • Customer Options—Define workspace-wide options for Customers
• Roles
  • User Roles—Create and manage permission roles for Agents and Customers
  • Agent Preferences Templates—Define Agent Preferences Templates for Roles
• Fields
  • Form Designer—Manage the Workspace Fields that appear in the Issue Information section
  • Statuses—Manage the Status field
  • Schema—Show Workspace's schema
  • Language of Workspace and Address Book Fields—Manage the language of the labels of Workspace and Address Book fields
  • Dynamic SQL Field Mapper—Dynamically link workspace fields to entries in an external database
• Automated Workflow
  • Escalation—Configure automated Escalation and Business Rules
  • Service Level Management—Configure Service Level Agreements
  • Auto Assignment—Configure default assignment and auto-assignment rules
  • Quick Issue Template—Create and manage Quick Issue templates
  • Auto Run Reports—Set up automated report scheduling
  • Customer Surveys—Create a Customer Survey to be sent to Customers when their Issues are closed
  • Submission Tracking—Track the method used to submit Issues
  • Issue Workflow—Configure behavior for dynamically linked issues
  • Change Manager—Configure the rules for the Change Manager module. Only available if you have the add-on module.
• Other Options
  • Configuration Manager and Service Catalog Options—Only available with the add-on module.
  • Mobile Options—Manage options for mobile devices.
  • Knowledge Base—Manage the Knowledge Base
  • Report Templates—Create Report templates for single-Issue reports
  • Calendar and Scheduling—Manage the Workspace Calendar and Agent availability matrix
  • Edit Lock—Release lock on currently edited Issues or on Form Designer
  • File Attachments—Manage file attachments
  • Colors—Manage the colors in the interface
  • Asset Management—Set rules for including asset data in issues. Only available if you have the BMC FootPrints Asset Core add-on module.