FootPrints 10 - Update

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1 FootPrints 10 - Update Background and Overview The upgrade of FootPrints 9.03 to 10.0 will be our fourth major upgrade of FootPrints since it was purchased for use on campus in Since that time, FootPrints use on campus has gone well beyond the traditional role of the LTS Help Desk. Our FootPrints server now hosts at least 9 active groups which encompass the LTS Help Desk, Human Resources, Enterprise Consulting, Librarian Teams, Instructional Technology Teams, and Purchasing. FootPrints 9.5 (we skipped this release) introduced new AJAX web technology, making some of the screens that agents use much more interactive. Doing so also allowed Numara Software to tidy up an otherwise cluttered agent view. FootPrints 10 builds on that new technology and expands its use. Many of the changes in version 10 were improvements to interoperability between various modules in the FootPrints suite. Because we only have the Service Desk module, we do not see many of the enhancements introduced in this release, but it will be the first time you will see the improvements to the user interface, which are fairly significant. Language Changes WHAT S NEW In previous versions of FootPrints, individual datasets running on the FootPrints server were called projects. Because the overall FootPrints suite (we currently subscribe to only the Service Desk product) is much more encompassing, they have changed the name to workspace. If you used to be in the LTS Helpdesk Project, you will now see it referred to as the LTS Help Desk Workspace. What one calls an item in a FootPrints database still depends on your particular workspace configuration. Some workspaces call a record an Issue, while others call them Tickets, Contracts, Job, Activity, etc. Login Screen If you have cookies enabled in your web browser, you can now have FootPrints remember your login ID and password to save some time. The Main Screen NOTE: As a general rule, we do not recommend saving passwords for any service, but it is your choice to do so. This is where most agents do their work, and is where you will notice the most significant changes in your day-to-day use of FootPrints. The images displayed here are for example only, and may not reflect the workspace you have access to, but the principles will hold across all workspaces. What you are used to: FootPrints 9.03 (Figure 1)

2 The new interface: FootPrints 10.0 (Figure 2) Menus You will immediately notice that the old bulky left menu [Fig 1-1] in release 9.x is gone, and has been replaced by a much more streamlines top menu bar [Fig. 2-1] in Release 10. This frees up desktop real estate to display more column data. All of the options that were in the old tool bar still exist, but are in new locations. Here is where they are now: 1) Project Home About the same location on the far left of the menu bar. 2) Create Issue, Global Issue, Quick Issue, and Add to KB are now located under the consolidated New Issue drop-down menu. If you have rights to multiple Quick Issue Templates, they will be listed below QUICK TEMPLATES. 3) Reports is now located to the right of the New Issue menu item. 4) Search has been removed as a menu item because it is always visible at the top of the window [Fig 2-2]. You will notice that there is no longer an explicit option to search by number. You may still type a number in the field, and it will find it, or you can type in a word to search in the issue title (default), or in any keyword field. To change the search target, click the arrow to the right of the search field. The Advanced search option works as it did in previous versions of FootPrints, opening a window where all FP fields (Footprints fields, contact fields, and issue fields) can be searched on. 5) Lesser used features (Address Book, Calendar, Knowledge Base, and Instant Talk) have been moved to the More menu option on the far right of the menu bar. NOTE: If an item on the MORE menu is frequently used for a particular workspace, it can be added to the menu bar for quicker access. 6) If you have administrative rights to your project, you will also see an Administration link to the left of the More button. 7) The old My Preferences is now simply called Preferences and is located in the upper right corner of the window, along with the Help and Sign Out options. [Fig. 2-4]. Preferences can be used to customize your views in FootPrints.

3 Multiple Workspaces If you are a member of more than one FootPrints workspace, you can change your active workspace by clicking on the workspace name in the upper right corner of the window. When you do so, you will see a drop-down with your available workspaces. Working With Issues FootPrints 10 now makes it easier than ever to quickly update an issue. You no longer have to open the issue in the full editor to make minor updates or change the status. You can also quickly sort, rearrange columns, and filter your displayed list of issues. Let s take a look at the improvements. In FootPrints 9, all the text of the issue was a live link. If you clicked anywhere on an issue, it would open in a read-only mode. The only way to directly open to edit mode was to click on the small icon beside the issue number, which changed your view to the issue detail editor. This open as read-only, then full-edit was confusing. In FootPrints 10, the text of the issues is all grey, except for the Title of the issue, indicating it is a link, When you click on the Title, a window will open that allows you to quickly change the Status and/or Priority, append new information to this issue, and the option to send or not send this update to involved parties. You will also notice that there is a grey [more ] option listed below each Title in your issue list to display more text and additional editing options. When you click it, new options become available: [less ] (to hide this additional information), Descriptions, Details, and Edit,

4 If you click on Descriptions, you can view all the previous description updates to this ticket. If you click on Details, you get the same details screen you used to see when you clicked on the issue in Read-Only mode in FP 9. Notice you still have the options to Edit, copy, etc at the top of the window as in previous versions. If you click on Edit you get the full FootPrints issue edit screen, where you can update all of the fields you have rights to.

5 Changing column order, column width, sorting, and filtering your issue list The column headings on your issue list are now much more friendly and useful in FootPrints 10. You can reorder your columns simply by clicking and dragging them to a new position. You can also sort (ascending or descending), and filter your records. These actions are done via a drop-down arrow that appears when you hover over a column heading. Normal Display Hover Display Action Options Sorting is as easy as choosing your sort order. Filtering allows you to limit your issue display to one or more selection criteria from fields with pick lists. Simply drop down the list of choices, select those you want to include in your filter, then click Apply Filter. Your displayed list will be automatically updated to reflect your choices. The issue listing changes, indicating that you have a filter enabled, by displaying a funnel above your column names. Clicking on the funnel displays exactly how your filter is defined, and gives you the option to clear it and return to the full issue list.