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Configure Users and Customers

Agents and customers can be added to FootPrints in two ways:

• Individually, per workspace, through Workspace administration.
• At the system administration level, from a load file. This is especially useful if you have a large number of users to add. Instructions on loading users are found in the FootPrints Reference Manual or the online help.

If your environment is set up to allow it, customers also can auto-add themselves to FootPrints.

Adding Agents

You can configure agents, teams, and work schedules.

• Add new Agents to this Workspace.
• Modify built–in roles and/or create new ones for agents to reflect their allowed access and configure field-level permissions per role.
• Assign roles to the Agents (if not using the default).
• Define Teams based on business function.
• Group Agents into Teams.
• Configure Agent work schedules.

Adding Customers

Customers can have their own individual account for FootPrints, or share a login (which is especially useful for Knowledge Base access).

There are some restrictions, depending on the method of authentication that you are using. For more information, refer to the FootPrints Reference Manual, the online help, or BMC Support (if you have a problem).

You can do any of the following:

• Enable Customer Service Portal options if you are configuring a workspace for external customer support or wish to use the Customer Service Portal interface.
• Add new Customers to a workspace.
• Define workspace-wide options for Customers.
• Modify built-in roles and/or create new ones for customers to reflect their allowed access.
• Assign roles to Customers, or define the Customer Service Portal Toolbar if you are using the Customer Service Portal interface.
• Configure Auto-add customers.
• Configure forgotten password functions.

User Preferences

Agents (and Customers if the preference is available to the role) can define preferences for how the system behaves for them as individuals. Options include:

• Defining notification email addresses.
• Defining homepage searches and columns.
• Selecting local time zone and language.
• Configuring defaults for the Issue form.

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