Below the Toolbar

Resorting the Homepage

The list displayed on the homepage can be resorted by column. Note that most column headings on the homepage, or any search results page, are hypertext links. The current column being sorted on is designated by a down arrow. To re-sort the list, simply click the column heading. This will sort the list descending by that column (highest to lowest). Click the column heading again, and the list resorts ascending by that column (lowest to highest). Note that the down arrow is replaced by an “up” arrow.

Note

The homepage cannot be sorted by the assignee field.  All other fields, including custom fields, can be sorted.  To view Issue data that is sorted by assignee, please use the reports feature.

Display Drop-Down

Above the home page list is the display drop-down box.  This list contains built-in and custom queues and searches.  Agents can customize this list via the Preferences link on the FootPrints .  By selecting an option, the homepage list changes to the queue selected automatically. To refresh the current list, click Refresh.

The Display drop-down choices include (some of the choices are only displayed if you are an administrator, a member of a team, a member of multiple workspaces, a Change Management approver, etc.):

• My Assignments—The most recent active Issues assigned to you.  Shown by default.
• My Assignments in All Workspaces—Active Issues assigned to you in all workspaces (only displayed if you belong to multiple workspaces).
• My Assignments and Requests—Active Issues assigned to you and unassigned requests from Customers.
• Team Assignments—Active Issues for your Team (only displayed if you belong to a Team).
• My Active Approvals—Lists all Issues for which the Agent is an approver, the Agent may or may not have yet voted, and voting has not been completed.  (Applies to Change Management approvers only.)
• My Active Approvals and Assignments—Lists all Issues for which the Agent is an approver, the Agent may or may not have yet voted, and voting has not been completed, as well as the Agent’s assignments in the current workspace.  (Applies to Change Management approvers only.)
• My Vote Required—Displays Change Management Issues on which the Agent's vote is required.
• My Vote Required and Assignments—Displays Change Management Issues on which the Agent's vote is required as well as Issues to which the Agent is assigned.
• All Issues—All Issues in the workspace database (only available if you have rights to see all Issues in the workspace).
• Global Issues—All active Global Issues for the workspace.
• Deleted Issues—Deleted Issues (Administrators only).
• Requests—Requests submitted by Customers (see below).
• Saved Searches—Displays the Issues for Personal and Shared custom searches.
• Knowledge Base—Displays Solutions from the Knowledge Base. Select Internal Solutions (available to agents only), Solutions (available to agents and customers), or Solutions in All workspaces, which are solutions available to agents and customers in all Workspaces.

For example, if you choose "Requests", a list of all Customer Requests is displayed.  To return to the original view, click  "Workspace Home" on the FootPrints Toolbar, or choose "My Assignments" as your view.  Both of these have the same effect: They return you to your original Home page.

If the current list has many Issues, Next and Previous buttons appear in the top right hand corner of the frame.   Use these to page through the complete list.

Viewing Issues

To view the details of an Issue, click the word “more” in the Subject column of the issue, then click “Full Details”. In the same way, you can click “Descriptions” to view only the Descriptions for that Issue, or click “Edit” to view the full Edit page of the Issue.

The Details, Create Issue, and Edit Issue pages can be displayed with expandable/collapsible sections or tabs. The type of display is specified by the user from the Preferences page.

The Details page gives you all of the information on an Issue, including Submit Date, Priority, Status, Description, Contact Information, Issue Information, Assignees, etc. If you don't see all data, use the scroll bar to display the full Issue.

There are also buttons that allow you to work with this Issue. They are:

• Edit—Update the Issue (only available if you have Edit permissions to this Issue).
• Details—Display details of Issue (default).
• Link—Create a static or dynamic link between Issues.
• Take—Take the Issue (only available if you have Taking permissions).
• Copy/Move—This icon will open a second toolbar with options to copy the Issue within the current workspace, or copy or move the Issue to another workspace
• Subtask—This icon will open a second toolbar with options to create a subtask of the Issue, or make this issue a subtask of an existing issue.
• New Global Link—Turn the Issue into a Global Issue or GlobalLink.
• Delete—Delete the Issue from the workspace (only available if you have Delete permissions for the Issue).
• Report—Display a report of this Issue (opens in separate window for printing).
• Add to KB—Create a Solution for the Knowledge Base with the details from this Issue (won’t affect original Issue).

These options are discussed in more detail in Working with Issues and subsequent sections.

Quick Action Checkbox Dialog

The Quick Action checkbox dialog, available on the FootPrints Homepage, allows users to perform an action on one or more Issues.  This provides a quick means to update or report on an Issue or to make a change that affects many Issues simultaneously.  Some of the functions are only available to administrators, while others are available to Agents and administrators.

To perform a Quick Action on Issues from the Homepage:

1. In the main frame, check the box for each of the Issues you wish to change, or check the All box at the top of the column to select all of the Issues displayed on the current page.

2. Select the action from the drop-down list.
3. Click .
4. Different options are available depending on the action selected. See below for more details.

The Following Options are Available to All Internal Users

• Report—Display the details of the Issues in a separate window. If custom templates have been created, a drop-down is displayed that lists the available templates (Work Order, RMA, etc.)  The Summary report displays all Issues in one window.  Custom templates display each Issue in a separate window for printing purposes.
• Close—Close the Issues selected. Only Issues to which you have close rights are Closed. When Close is selected:
1. A special Close Issues page is displayed.
2. You can enter final notes in the Description box. They are appended to all Issues selected.
3. Check the boxes to send email to the Assignees, Customer Contacts, and CCs for the selected Issues.
4. Click GO. The Issues are closed and updated and emails are sent.

The Following Options are Available Only to Administrators

• Delete—Delete all Issues selected.  A confirmation message appears.  Click OK to proceed.
• Status—Change the status of the Issues selected.
• Priority—Change the priority of the Issues selected.
• Assign—Re-assign the Issues selected.

When Status, Priority, or Assign is selected:

1. A special Change Issues page is displayed.
2. Select the new priority, status, or assignees for the Issues.
3. If re-assigning an Issue, you can unassign the current assignees of the Issues selected by checking the Remove Previous Assignees checkbox.
4. You can optionally enter notes in the Description box.  The notes are appended to all Issues selected.
5. Check the boxes to send email to the Assignees, Customer Contacts, and CCs for the selected Issues.
6. Click GO. The Issues are updated and emails are sent.

The Following Option is Only Available If You Have "Taking" Rights

• Taking—Take the Issues and assign them to yourself.

When Taking is selected:

1. A special Take Issues page is displayed.
2. You can unassign the current assignees of the Issues selected by checking the Remove Previous Assignees checkbox.
3. You can optionally enter notes in the Description box. The notes are appended to all selected Issues.
4. Check the boxes to send email to the Assignees, Customer Contacts, and CCs for the Issues selected.
5. Click GO. You are now assigned to the selected Issues.