What's New in Numara FootPrints 9.0?
Numara FootPrints version 9.0 presents a variety of exciting enhancements and new features to improve your FootPrints experience. These provide functionality that, in many cases, you won't find anywhere else.
- Numara FootPrints Mobile – This new add-on module combines real-time, dynamic access to Numara FootPrints via a web browser on Microsoft® Windows Mobile, RIM® Blackberry®, and Apple® iPhone® devices, with Numara FootPrints Sync functionality for calendar, task and contact synchronization. Allows agents to manage their assignments, search the knowledge base, etc., on the go and without the need of a PC.
- Preventive Maintenance – This new, included module allows the service desk to provide proactive service management with Quick Issue Templates that automatically create new issues on a recurring basis, which can be used for periodic server maintenance, ensuring password changes on strategic accounts every 90 days, and regular auditing of systems for SOX compliance, or any other regularly scheduled maintenance event.
- Integrated ITIL v3 Service Catalog – This new add-on module allows you to configure and present a menu of services to your customers, with all related details, in an easy-to-understand format within the Customer Service Portal of Numara FootPrints
Dashboard Enhancements
- Save Search” function to save custom search configurations in Dashboard components
- Can view “Project Totals” for multiple projects, allowing you to see totals without having to switch projects
- Can limit graphs and charts to top “N” categories such as Top 5 Issue types based on number of incidents
Report Enhancements
- Added graph and chart drill-down capability in Dashboards, Flashboards, and built-in and custom reports
- Added support for time queries “relative” to date/time fields
- Added “Closed Date” as a searchable field and Added “Not Equal To” option when searching on Create/Last Edit date
- Added new options to the “Received vs Closed” metric report to break results down by any custom dropdown fields.
- Added breakdown by individual ticket to let you see how long that ticket was in any of the statuses to Built-in Metric Report on time spent in each status
- Option to prevent “large” reports from being run on-the-fly to prevent performance degradation.
Change Management Enhancements
- Incorporated Customers and their supervisors as approvers to extend approval processes throughout the organization without special configuration or access rights
- Approvers can also be identified from custom fields for more advanced approval workflow
CMDB Enhancements
- Greatly improved navigation options in the visualization view
- Added CMDB roles to extend selective security to agents and customers based on business needs
- Made it easier and faster to link CIs to an Incident or Problem with new key word search option
- Added Web Services (XML/SOAP) support to the CMDB to allow for creating and updating of CIs and their relationships from other applications (note this feature is not available in the beta, but will be in the final release)
Knowledge Management Enhancements
- Auto suggests solutions based on populated fields on the issue screen for faster search
- Added Solution flags to identify the state of a solution, ie: Draft, Approved, Published, etc for authoring approvals and reporting, and enhanced the approval workflow
- Added “Solutions Only” fields so that selected fields do not appear in the Issue view
- Added “inaccurate” with a comment section to Yes/No solutions rating allowing customers to identify solutions that appear to be incorrect of unclean so that they can be updated and improved
- New report that shows number of authored solutions per agent and how often used over a period of time
SLA Enhancements
- SLAs can now be set in hourly increments up to 48 hours instead of 24 hours
- SLAs are now checked every minute to improve accuracy of SLA
- Added option to prevent agents from changing SLA fields when the issue status has changed
Usability Enhancements
- Added tabbed views to report, search, escalation, user preferences and project option screens to make it easier to find what you want
- Added rich text editor to Description field for Firefox and Safari browsers
- Added weekly calendar view to improve availability management and team scheduling
- Added Closed Date and Closed as possible Homepage columns