FootPrints Administration Help Page

What is a FootPrints Workspace Administrator?

When you are a Workspace Administrator for a FootPrints project, that means you have the rights to manage a particular project (Workspace) on https://help.oakland.edu/. Some options a Workspace Administrator can change would be: Add/Remove Agents, Add/Remove Customers, A Variety of Project Field Options, Creating Teams, adding Team Members, and more.

What is a FootPrints System Admin?

A FootPrints System Administrator is similar to a Workspace Administrator but governs the FootPrints system as a whole. This role should be given to those who need to communicate to BMC Software directly for maintenance or upgrading purposes.

FootPrints Admin FAQs

How to access FootPrints online help documentation

1. Log into help.oakland.edu
2. Click "Help" in the upper right corner
   1. It's a rather sizable amount of information so if following the table of contents doesn't give you what you need then try the "Search" feature towards the bottom of the page

How to add Customers and Agents to your workspace

FootPrints allows you to add users to your workspace with a given role. We will focus on the two most used roles: Agents and Customers. The following procedure is the same for both roles. Substitute "Agent" for "Customer" and the process is the same.

1. Have the user you want to add log into https://help.oakland.edu/

2. Now the admin needs log into https://help.oakland.edu/

3. Admin will hover over and click 'Workspace'

4. If the user you want to add has already logged into FootPrints but does not have access to your project:

   1. Click 'Add Customers'
   2. Wait until page loads and find 'Add Customers From Other Workspaces' section
   3. Type the NetID into the 'User ID' textbox (NOT the email address)
      1. Alternately you can click the "Select Customer" button and select that customer from the list.

   4. Type your password into the 'Password' textbox and press the button to finish

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How to configure user Roles

1. Hover over and click 'Workspace'

2. Click 'User Roles'
3. From here you can select a role from the Roles drop down menu
   1. Below that will display the Role Members
4. To the right of that you will find options for editing the membership and the properties as well as deleting a role and creating a role

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How to change a user's Role

1. If you have a user who can access your project but needs their role changed:

   1. Click 'Edit Customers' (or 'Edit Agents' as the case may be)
   2. Type the NetID into the 'User ID' text box (NOT the email address)
   3. Select the radio button "Change this account's role in this workspace to"
   4. Change the drop down for the selected radio button option to the correct role ('agent' is a good to use)

   5. Type your password into the 'Password' textbox and press the button to finish

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How to add a user to a Team

1. Hover over and click 'Workspace'

2. Click Teams
3. Under "Edit Teams" select the team you wish to add the user to from the drop down menu
4. Click Edit
5. Select the user from the list of Available Agents on the left

6. Click the -> arrow to move that member into the team.

   1. Inversely, you may remove members of the team by highlighting the user in the Members field and clinking the <- arrow

7. Enter your password and click Save

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How to create a Team

1. Hover over and click on 'Workspace'

2. Click Teams
3. Under "Create a New Team" click the Go button
4. Give your new team a name
5. Select the user from the list of Available Agents on the left

6. Click the -> arrow to move that member into the team.

   1. Inversely, you may remove members of the team by highlighting the user in the Members field and cliking the <- arrow

7. Enter a team leader (Optional)
8. Enter your password and click Save

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How to create a Field for a workspace

1. Hover over and click 'Workspace'

2. Under 'Fields' click 'Field Maintenance'
3. Enter a name for your field
4. Select the type of field you want from the drop down menu
5. Determine the permissions of the field from the drop down
6. Select if the field will be optional or mandatory
7. Each field type will have its corresponding Advanced Field Permissions. Read through each one carefully.
8. Click the 'Create Field" button
9. You should then see the newly created field in the Field List to the right
10. You may remove or edit the field by selecting it in the field list and clicking the 'Edit' or 'Remove' buttons

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How to add a Status in a workspace

1. Hover over and click 'Workspace'

2. Under 'Fields' select 'Statuses'
3. Enter the name of the new status in the 'Name of new status' text field.
4. Click 'Add Status'
5. You will see the new status in the 'List of Statuses' to the right
6. You can change the order of the statuses or delete them with the buttons to the right of the status list

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How to add Priorities to your workspace

1. Hover over and click 'Workspace'

2. Under 'Fields' select 'Priorities'
3. Under 'Priority Range' enter the maximum amount of Priorities you wish to work with in the 'Maximum Priority' drop down menu
4. You can also set which Priority is the default by assigning its number under the 'Default Priority' drop down menu
5. You may name, color code, and configure your Priorities by clicking the link under 'Priority Display Settings'
   1. Here you can select a name for your Priority under 'Priority Word'
   2. You may also color code it under the 'Color' text field
   3. You can select an abbreviation for the Priority
   4. And you may select the option to display the priority under 'Display Priority'
6. Be sure to save your work by entering your password and clicking 'Save'

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How to add an Auto Assignment to a ticket

1. Hover over and click 'Workspace'

2. Under 'Automated Workflow' select 'Auto Assignment'
3. You can adjust how the assignment should work by default under 'Default Assignment'
4. Select the field you wish to add an auto assignment to from the drop down menu under 'Create or modify an auto assignment rule' and press the 'Go' button
5. Find the field you wish to add users to as Auto Assignees
   1. Fields are listed alphabetically. If you do not see the desired field on the first page, then enter your password, and click the 'Save' button to load the next page.
6. Select users from the menus listed by the field name.
   1. You may select more than one user by holding down the Control key when making your selections

   2. NOTE: If users have already been assigned you should make your selections using the control key when adding new users, otherwise you will remove the previous assignments

7. Enter your password and click "Save". This will advance the pages until all Fields have been loaded.
8. When all of the Field pages have loaded and you are back to the main Assignments page, enter your password and click 'Save'

Duplicate User Error

Sometimes when adding a new Agent user to a workspace you will see the "FootPrints already has a user that matches the new user's userid error". The reason is that user has a Customer role in one or more other workspaces.

• The way around it is to add the user as a Customer [Administration->Workspace->Add Customer] and go to the section "Add Customers from Other Workspaces". Click the "Select Customer" button and pull the customer from the list.

• Then change that customers role to an agent by going to [Administration->Workspace->Edit Customer]. Click the "Select Customer" button and choose the new customer. Click the radio button for "Change this account's role in this workspace to" and select Agent. Save.

Setting Up Email

Users may submit and edit tickets into FootPrints via email. These are the steps to set up email for FootPrints.

• Obtain a shared Net ID and password for use with the system
  • Log into the email account and enable IMAP in the settings.
  • Sync the password with Google.

• In FootPrints go to Administration -> System

  • Under Features select Email.

  • Under Incoming Email -> Enable Incoming Email click on the "Configure Incoming Email" button.

    • Click "Add"
    • Select IMAP as the protocol
    • Select lsmtp.oakland.edu as the Mail server name
    • Add the email account
    • Add the email password
    • Add the reply address (same email)
    • Choose a name from which you wish to show the message comes
    • Select the workspace to be used with this email
    • Save
• Enable Less Secure Apps

Essentially, any program that connects via 'basic authentication', whereby it presents a username and a password during authentication, is considered 'less secure'. Less secure apps do not authenticate via SSO, and must supply an app password if the account has 2-Step Verification enabled, or the main underlying Google password if not.

App passwords can be generated and managed as described at https://support.google.com/accounts/answer/185833

If the account does not have 2-Step Verification enabled, less secure apps access must be enabled at https://myaccount.google.com/security#connectedapps or https://www.google.com/settings/security/lesssecureapps.

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