One of our agents added a customer to the customer address book. It would be my expectation that the new customer would automatically get an email greeting....
... Not the answer I imagine you want to hear, but: My department converted from Remedy to FootPrints. The migration process went very smoothly because we did...
Thanks Mark, that's what I've heard from a few people. We are still trying to determine whether we want to keep some of the Remedy data or not. Stephanie ... ...
We have an agent who changed their name in AD. My question is how do we change the username within Footprints without having to delete the user from all...
... I've got a very long, very technical, very scary answer to this question if anyone would like me to post it. For now, I'll just say that it's technically...
A tip when doing as Mark suggests - if you create the new ID first, when you delete the old ID, you will have an opportunity to re-assign all of the user's...
Adding my two cents, You should create the new User ID first. Then when you delete the old User ID, I think there is an option to assign the issues assigned...
I deleted a agent from footprints so I can change his logon name and now one of the system administrators cannot get into footprints. We have 5 lic. and when I...
... When you go to Administration -> System -> License, does it show the old agent username as having a checked out license? If so, log the old agent out. ...
I have been expanding our knowledge base in Footprints and have created several FAQ categories. How do I link some of the knowledge base items to be searched...
I believe that your FAQ categories much match the issue categories you have setup. As long as you have the KB categorized correctly, it will find the KB's...
Can the title in an email notification be customized? For example, can I add Assignee to the title so in their Inbox they see the issue is assigned to them or...
I'm trying to create the escalation rule that Umpires uses, but I'm getting lost in the art of escalation creation. We have a status of "awaiting customer...
Chad, The feature you are looking for is called "Auto Select Status". It is located under Administration | Project | Mail Preferences | Incoming Email. This...
Aaron, You can order Quick Tickets, putting the most commonly used ones at the top for easy access. You can also order them logically grouping similar ones...
Aaron, The checkback feature "checks back" with the server every so often. Since this is a web application and not client/server, there is no way to maintain a...
I'm brand new to Footprints and have a question. Is there a way to import issues into a project? I've got a csv file with fields matching the project, but I...
... It's under Administration -> System -> Projects -> Load External Data. Be sure to read pages 253 - 259 in the FootPrints Reference Manual beforehand. Mark...
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