You are here: Chapter 9: Advanced Features > Advanced Issue Types > Advanced Issue Types
Advanced Issue Types
The Issues topics of this
manual cover the basics of creating and working with FootPrints
Issues. In
addition to regular Issues, FootPrints supports other Issue types for improved workflow. These
include Quick Issue templates, Master Issues and Subtasks, and Global
Issues.
Note
During installation (and per Workspace), the administrator
can change the default term "Issue" to another name, such as
“Entry,” “Call,” or “Ticket.” For clarity, this manual always refers
to FootPrints records as “Issues.”
The Advanced Issue
Types section covers the different types of Advanced Issue options
in the following topics:
Quick Issues —Quick
Issues are templates that contain pre-filled information for standard
types of customer problems and Requests. Password
Reset would start out pre-filled with a description of the problem,
the problem categories pre-filled with Network
and Password
Reset, and perhaps a Status of Closed.
The Agent only needs to fill in the user's contact information to submit
the Issue. The
Workspace Administrator can create an unlimited number of templates. For details, see Quick Issues in the Administration section of the user documentation.
Master Issue/Subtask
— Master Issue/Subtask —When
a Subtask is created for an Issue, the originating Issue automatically
becomes a Master Issue of that Subtask. Sometimes an
Issue needs to be separated into Subtasks to be completed by different
users. Multiple
Subtasks can be created for an Issue.
Master Quick
Issues—Quick
Issue templates can be defined to create Master Issues and related Subtasks
automatically, for example, to define the New Hire process. In addition, you can sequence the subtasks so that subtasks cannot be performed until other subtasks are completed. This provides another level of control over the subtask process.
Global Issues/GlobalLink—Global
Issues are used to designate important or frequently reported Issues that
affect many users. Global
Issues can be broadcast to all Agents, are displayed on the Agent homepage,
and, optionally, can be displayed for customers. When
a new Issue is reported with the same problem as that of a Global Issue,
the Agent (and, optionally, the customer) can link the Issue to the known
Global Issue (called GlobalLinks). Global Issues can be configured so
that closing the Global Issue also closes the GlobalLinks at one time.