We get duplicate requests or and misdirected requests that we close. We do not want the auto survey rules to apply to those requests for obvious reasons and...
Using FP 8.1.1 and 9.0 (and perhaps in earlier versions), you can choose to send surveys based on escalation rules, as opposed to sending them for all tickets....
Greetings, By using the interface and the interface only, what is the best way to export the Address Book from Numera? I have tried to build a report to...
What is the purpose of the files in footprints\db\MASTERx ? Is this for caching purposes? Would changing these files outside of the application cause issues...
Every project has its own MASTERx folder which contains all the information and options for that particular project. If you change any of the files it could...
Has anyone set up a quick issue print capability within footprints? Our tech repair shop runs everything through footprints. What I'd like is a 1 or 2 click...
Have you tried clicking the Report button while a ticket is being displayed? Or ticking the checkbox next to one or more on the home page, then clicking the Go...
In a particular project the customers cannot see their own requests. Choosing the option view all requests in all project, the other requests show up, but not...
Numara Tech Support has finally gotten back to me on this and they think that the problem is with some one re-opening a ticket. Now my question is; how can I...
We link our Address Book to LDAP and use AD fields to help organize our internal customers. We would like to use the "customAttribute2" (from the Custom...
I know in the agent's role you can lock down their ability to re-open the RFC. However, I am not aware of any way to prevent editing the RFC directly. As a...
On the setup page for the LDAP AB, you are asked to provide Last Name of someone known to be in the AB. FootPrints uses this person to determine what...
There may be an easier way to do it, but (if I understand what you're asking for correctly) you should be able to edit the User Role Properties and make most...
I have a request in for us to create a field that will show the high water mark of priority on a ticket. And although I can link this new field to priority...
Kyle, Don't know if someone else already told you, but you need to change the number in MRNumber which lives in footprints/db/master<projectNumber>/mr...
Chad, You'll need to use either an external escalation action or a database trigger to do this. Create a ticket field to store the highest priority, then use...
As of version 9.0.3, you will have to update the FPTableID_state_table to accomplish this. There is a column that holds the last Issue number for each...
When a customer creates a ticket, in the "Notifications" section they can only type in an email address. Is it possible to have the address field do a lookup...
How do I turn off the voting notification emails - for example I get the following email every time I vote: Your vote for approval for [Issue: 15, Process: 3,...
I was thinking about the same thing after I responded to the question. The escalation doesn't allow you to remove all assignees. You could reassign to your...
Escalation rules do allow you to remove previous assignees. On the Actions tab check the box to change assignment of incident and check the radio button to the...
Hi all, I'm evaluating FP9 and trying to understand, with the IT Service Management templates (ITIL), how to manage a situation pretty tipical for us: when a...
Or you could do this using multiple escalations. Set up a high water field and then set up an escalation for each possible combination of Priority and High...
Diego, That depends on how strictly your organisation wants to follow the ITIL guidelines. I'm guessing that since you asked your question that way that you...
Johan, Thanks for the reply. What I meant is if there is a way, in Footprints, to do the hardware swap directly in the incident module, rather than activate a...
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