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FootPrints service desk

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I'd like to formally announce the release of FootPrints 12.1.08 with the recent release of patch 12.1.08.001.

 

As we continue on with our quarterly release cycle, I am pleased to see this release deliver some key user experience enhancements.  This will benefit both administrators as well as day to day users like agents and customers.  Agents and customers will now be able to copy images from the clipboard into a ticket which will save them significant time when trying to visual communicate a problem or solution.  Agents and administrators will both benefit from seeing the name of the rule that made a change to their tickets when viewing the ticket history.  This will help both with troubleshooting as well as understanding the flow of the business rules.  Those tasked with having to create multiple, similar searches will save significant time by making use of the ability to copy existing searches.  Copy is also now available for Quick Templates to save administrators time as well.  These last 2 are part of the most highly requested Idea on the public community regarding copy.  See the full release notes here.  The quickest way to get to the download is by clicking here.

 

Happy FootPrintsing!

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I'd like to officially announce the release of FootPrints 11.6.10 with our recent release of 11.6.10.001.  It has been almost 2 years since the release of 11.6.09 so and a lot has been done in that time.  Since we are in maintenance mode with the version 11 platform the main focus was making sure our 3rd party platform support was up to date which also helped with our goal to protect our customers by limiting newer security threats.  We were also able to fix some high priority defects as well some customers have been experiencing.  I have highlighted the major changes for 11.6.10 below.   Full details of what is included in this release can be found in the release notes here.  The quickest link to get the download is here.  Happy FootPrintsing!

 

What’s New

FootPrints 11.6.10 is the tenth service pack for the 11.6 version primarily focused on defect corrections. Before you upgrade, note the following key changes in version 11.6.10:

  • Updated version of Perl and related libraries: This release uses and includes the BMC compiled Perl version 5.24.1 coming from ActiveState Perl 5.10.0 in previous versions. This provides the security enhancements that are a part of a newer version of Perl.
  • Updated version of server side JAVA and Tomcat for Windows installs: This release includes an upgraded Java version 8u112 and Tomcat version 8.5.8 for better security and stability for the Executive Dashboard and all reporting charts and graphs.
  • Search and Report configuration now stored in the database: Previously all search and report configuration were stored in text files and the upgrade moved all that information to database tables. This release provides an enhanced stability, better management, and better performance for searching and reporting.
  • Windows 2016 support: This release provides an official support for the Windows 2016 platform for the FootPrints server.
  • Various performance and security improvements
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The conference is only a week and a half away.

 

Join us at the T3 Service Management and Automation Conference November 6-10 in Las Vegas to learn about these things and many other great topics.

 

Here is a list of the FootPrints sessions that you might be interested in: 

 

Session

Speakers

FootPrints: Creative Business Process Solutions

Rocky Fly, O'Reilly Auto Parts

FootPrints: Getting Started with Version 12

Greg Gielda, Flycast Partners

How to Get the Most out of FootPrints V12 Service Analytics

Kam Akrami, Rightstar

FootPrints SLA: The Art of the Deal

Kam Akrami, Rightstar

FootPrints Configuration Management: A Fool with a Tool is Still a Fool

Greg Gielda, Flycast Partners

What's Coming on the BMC Client Management and FootPrints Roadmap?

Don Cholish, BMC

What's Coming on the BMC Client Management and
FootPrints Roadmaps?

Serena Lambiase and Don Cholish, BMC

 

Also, since many FootPrints customers also own BCM, we made sure there was no overlap of session times.  Make sure to also check out these BCM sessions.

 

Session

Speakers

What's New in BMC Client Management 12.6?

Serena Lambiase, BMC

Getting More our of your BMC Client Management

Steve Gibbs , Rightstar

Integrations that Add Value to your BMC Client Management Investment

Kyle Hamilton , Flycast Partners

Simplify, Elevate and Automate with RemedyForce
Agent Discovery and Client Management

John Fulton , BMC

How BMC Client Management can Protect You From

Aaron Sebastian, BMC

How BMC Client Management can Help One to Prepare for an Audit

Kyle Hamilton, Flycast Partners

Client Management Focus Group

Serena Lambiase, BMC

 

You can check out other topics here:

http://www.tooltechtrain.com/downloads/T3SMAC_Schedules.pdf

 

We hope to see you there!

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We'd like to announce that the latest version of FootPrints, 12.1.05, is now fully available for download.  Please feel free to review the release notes by clicking here.  In addition to defect correction, this release addresses Ideas submitted by Alessandro Ghezzi and Paul Tipping. You can download by clicking here.  This is our 3rd consecutive release sticking to our quarterly release cycle so expect more of the same for the remainder of 2017.

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I have some good news.  There has been an issue going on for a while now where the Ideas automation system was misbehaving and setting some Ideas to "Not Planned" prematurely.  I finally got this corrected this week.   As a result, you will likely see all Ideas created since July set as New as they weren't recognized by the automation tool previously.

 

I'd also like to announce some changes to the thresholds themselves.  Previously Ideas that were at least 180 days old and in the bottom 50% were automatically set to "Not Planned"  I have significantly reduced this to the bottom 10%.   I think we can all agree if an Idea can't climb out of the bottom 10% after 6 months, it is not a high priority.  I think this will reduce the number of times people feel an Idea is archived too soon.

 

Lastly, all delivered Ideas will now always remain view able so we are not hiding our accomplishments.

 

I hope these changes make for a better Ideas automation experience.

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We'd like to announce that the latest version of FootPrints, 12.1.04.001, is now fully available for download.  Please feel free to review the release notes by clicking here.   This release introduces some user experience improvements that should help your agents productivity.  This release addresses Ideas submitted by Bernadeth Raquiza, Jean AD, Paul Tipping, and Cristy Castano.  Thanks for all the great feedback.  Look forward to a more rapid release cycle in 2017 that focusing on delivering value quickly to everyone.

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Connect with FootPrints

Webinar series!

 

The FootPrints Support team is happy to announce the next "Connect With FootPrints" Webinar series, scheduled for Wednesday, December 21st, at 11:15 a.m. Eastern time.

 

This month’s main topic will be, What NOT to do as a FootPrints Admin!  A list of the all the Top Pit Falls the Support team has encountered and how to avoid them.  This data comes from the Support and Development teams and is based on our interactions with customers.  Presented along with KB Articles detailing each list item, this data will help you avoid these common or critical mistakes.

But that's not all.  Here is a quick look at the agenda. (Times are in Eastern US time)

 

  • 11:15 am     -     Introductions
    • Get to know your presenters

 

  • 11:20 am     -    News and Announcements
    • FP12 Service Pack's 3 & 4!
    • More...

 

  • 11:25 AM     -    Service Analytics Corner
    • We will present a single new report each Webinar based on your feedback.  We will cover how to build this report and show you the output live.

 

  • 11:40 AM     -    Main Topic
    • What NOT to do as a FootPrints Admin.  Pitfalls and mistakes to avoid when configuring and administering FootPrints.

 

  • 12:05 PM     -    Q&A

  

We look forward to you joining us for this exciting live event.

 

We would also love to hear from you about any topics you would like us to cover.

 

E-mail configuration a challenge?

LDAP integration?

Maybe you want to know how to import customers into version 12?

 

Let us know.  We will cover the most popular requests in this or future webinars.

 

Thank you!

The BMC FootPrints Support Team

 

Click Here to Register

Event Password is         bmc

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The latest patch release for service pack 12.1.03 is now available for download.  You can get access through BMC support central.  Here is a video for those who are not familiar with how to download from the BMC site.  Make sure to look at the patch tab.  Support Central - EPD and Product Downloads

 

This release has a fix for 1 defect which is discussed in detail here: Dependency issue after 12.1.03.001 patch?

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In early August we released 12.1.03 on a limited basis to try to get some early feedback.  As a result of that feedback, we now have patch 12.1.03.001 available for everyone.  Here are 5 reasons you will love this release:

 

  1. Over 100 customer reported defects fixed - As with all service pack releases stability is supposed to be the main focus, and the 3rd service pack or our 12.1 release is no different.  This is our most comprehensive service pack to date and should really help you move forward with your daily usage of the product.
  2. Already vetted by other customers - Due to the release initially only being available to a limited customer base, there was a focus on testing it in real world production scenarios before releasing to the masses.  Several customers have been in production with it for multiple weeks.
  3. Version 11 parity enhancements - For those of you hesitant to look at version 12 until it caught up to the version 11 platform in certain areas, now may be the time for another look.  If you need to attach files to CIs and Services, see a history of all changes to your CIs, allow customers to initiate a Dynamic SQL lookup, or various other improvements, this release took a step forward in that area.  See all the enhancements here.
  4. SQL 2014 support - Although the product always worked on this platform, you can rest easy knowing BMC QA took it through an official testing cycle.
  5. Targeted performance enhancements - If you make use of the service level management feature, or have a lot of time based rules, you should see significant performance benefits in these areas post upgrade.

 

Make sure to review the release notes here and go to the BMC EPD(Electronic Product Downloads) Site to get the release.  For those that are new to the site, here is a video on how to navigate it.  Make sure to choose the "Patches" tab to get the latest 12.1.03.001.  Happy FootPrintsing!

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Connect with FootPrints

Webinar series!

 

The FootPrints Support team is happy to announce the next "Connect With FootPrints" Webinar series, scheduled for Wednesday, October 19th, at 11:15 a.m. Eastern time.

 

This month's live event is all about Reporting! 

 

Footprints 12's Reporting module is known as Service Analytics.  Many users are familiar with creating basic custom reports in Footprints but there is also a suite of pre-configured report types such as

  • Ticket Management
  • Service Portfolio
  • Cross Item
  • Time Tracking
  • Dashboard

These reports can provide you a unique view into your data if you know how to use them.  We will cover these report types and show you how to get the most out of your data.  And don't worry, we will also get into custom reports to provide some tips and tricks to help make building them easier as well.

We will be joined by Lead Product Developer Rob Davis.  Rob has been working on the FootPrints application for 7 years and was instrumental in the design and creation of many of these reports.  He will share his insight and experience with us.

We look forward to you joining us for this exciting live event.

 

We would also love to hear from you about any topics you would like us to cover.

 

E-mail configuration a challenge?

LDAP integration?

Maybe you want to know how to import customers into version 12?

 

Let us know.  We will cover the most popular requests in this or future webinars.

 

Thank you!

The BMC FootPrints Support Team

 

Click Here to Register

Event Password is         bmc

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It's that time of year again.  Last Fall BMC and Flycast partners engaged in an extensive road show across North America.  This year we're back at it again.  We'll be visiting Boston, Philadelphia, Seattle, Costa Mesa, Austin, Atlanta, and Toronto.  Check out the events post for all the details.  Product experts from both BMC and Flycast will be there as well as many of your local peers.  Come get your questions answered and network and learn from each other.  We'll see you there!

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Connect with FootPrints

Webinar series!

 

The FootPrints Support team is happy to announce the next "Connect With FootPrints" Webinar series, scheduled for Wednesday, August 24th, at 11:15 a.m. Eastern time.

 

This month's live event will cover three topics.

 

Topic one.   The Footprints 12 Log Viewer

The FootPrints 12 Log Viewer helps you quickly find and read errors being reported by your application.  But what do they mean?  Paul Tipping will cover the Log Viewer and several example errors to help you understand what is being reports and save you time trouble shooting problems.

Topic two.  The FootPrints 12 F.A.C.T

Nicolas Roome of BMC partner RJR Innovations will present their FootPrints Administrator Companion Tool or F.A.C.T.  The team at RJR developed this companion tool to help them improve their users experience and make life easier for their technical staff.  Nicolas will show us the power of this tool and how it can work for you.  Following the Webinar, the tool will be available for download at no cost to you!

Topic Three.  The Footprints 12 Schema

Last month our guest speaker was Chip Broecker, lead DB Architect for FootPrints.  Chip had a conversation with us regarding SQL best practices for FootPrints.  There was a lot of interest in what he had to say and lots of questions about the Database itself so this month we are asking him back to talk to us about the FootPrints 12 schema.  Chip will give us a glimpse at the table structure and design of the DB and take your questions.

 

We look forward to you joining us for this exciting live event.

 

We would also love to hear from you about any topics you would like us to cover.

 

E-mail configuration a challenge?

LDAP integration?

Maybe you want to know how to import customers into version 12?

 

Let us know.  We will cover the most popular requests in this or future webinars.

 

Thank you!

The BMC FootPrints Support Team

 

Click Here to Register

Event Password is         bmc

Don Cholish

FootPrints at Engage

Posted by Don Cholish Employee Jul 13, 2016
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As you may or may not have noticed, the Engage agenda has been updated to include a new track including a multitude of new FootPrints and Client Management sessions.  The total number will be twice as much content as last year.  Here is the full agenda: https://bmc.g2planet.com/bmcengage2016/event_agenda.php  Wednesday and Thursday mornings are the keynotes, but Wednesday and Thursday afternoons along with Friday are jam packed with FootPrints and BCM content.  Make sure to come early and stay late.  I'm sure we won;t have to twist your arm to stay in Vegas longer.  I look forward to seeing everyone there.  Registration is here: BMC Engage 2016 - Confirm Identity

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Connect with FootPrints

Webinar series!

 

The FootPrints Support team proudly announces the next "Connect With FootPrints" Webinar series, scheduled for Wednesday, June 29th, at 11:15 a.m. Eastern time.

 

This month's live event will be focusing on FP12 Business Rules, Tips, Tricks and Best Practices.  During the Webinar we will attempt to build, from scratch, an Approval Workflow powered by business rules that integrates with BCM (Asset Core).  During this time our Panel of Experts will take questions from attendees and discuss best practices.

 

Following the business rules demo, we will have a conversation about MS-SQL Server maintenance and health practices.  This discussion will be hosted by BMC's own SQL DBA and Business Architect for FootPrints, Chip Broecker Jr.  Chip will share his opinions and experience with MS SQL database best practices for the FootPrints application and take questions from the Panelists and Attendees.

 

 

We look forward to you joining us for this exciting live event.

 

We would also love to hear from you about any topics you would like us to cover.

 

E-mail configuration a challenge?

LDAP integration?

Maybe you want to know how to import customers into version 12?

 

Let us know.  We will cover the most popular requests in this or future webinars.

 

Thank you!

The BMC FootPrints Support Team

 

Click here to Register

 

Event Password is          bmc

Don Cholish

Engage 2016

Posted by Don Cholish Employee Apr 20, 2016
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As many of you probably saw, BMC announced an update on the Engage 2016 agenda.  I am happy to follow up on that announcement by announcing FootPrints will have its own track this year outside of the regular BMC agenda.  We anticipate a mix of customer, partner, and BMC led sessions, with some time to also participate in some of the general sessions.  I think this focused approach for FootPrints will give everyone the best experience.   If you are considering attending, please feel free to post ideas about session content as a comment here.  It could either be a suggestion for something you want someone else to deliver or something you would like to deliver.   We would all prefer the latter.   Sorry for the short notice, but the early bird special ends at the end of this month.  It will go from $800 to over $1100 so it is a significant difference.  Hopefully knowing there will be a focus on FootPrints by the FootPrints team will help you make your case to go.  Looking forward to your feedback.

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