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FootPrints service desk

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          As a member of the Customer Support Team, We are starting a new blogging section for trending topics in each month for Footprints, And that's the reason I thought it would be good to look at what has been trending over the last couple of months since we released of supporting OpenJDK and Tomcat 8.5. I used this data to identify areas and I would like to share some tips I’ve learned from working closely with our Footprints user base.


Install OpenJDK and Tomcat 8.5 for an upgrade or a fresh install of Footprints 20.XX


The following Apache Tomcat versions are supported.


FootPrints VersionTomcat Version
FootPrints 20.18.03 , 20.19.XApache Tomcat Version 8.5.x (64-bit)


Footprints and supported JAVA versions:


FootPrints VersionJava Version
FootPrints 20.19.03OpenJDK 13.0.2
FootPrints 20.19.02OpenJDK 12.0.2
FootPrints 20.19.01OpenJDK 11.0.2


How to install OpenJDK for usage in FootPrints Service Core 20.19.X onwards:



  • Open a command window with admin rights and run the following commands to set the JAVA_HOME and PATH environment variables to point to the correct Java Version

                   setx -m JAVA_HOME "C:\Progra~1\Java\jdk-11.0.2"          

                   setx -m PATH "%PATH%;%JAVA_HOME%\bin";           


Note :-The SETX -m PATH command does not work correctly if the PATH has more than 1024 characters. If you have a larger path you will need to make sure that the path is correct by editing your entire path. Set JAVA_HOME environment variable and add it to the path variable too (make sure in Path variable the location is added at the beginning)

Install and Configure Tomcat 8.5 :


Post-installation steps to configure Tomcat by following these steps:

  • Go to the Tomcat installation folder e.g. “C:\Program Files\Apache Software Foundation\Tomcat 8.5\bin”
  • Start the Tomcat Service Wrapper (Tomcat8w.exe)
  • Select JVM from C:\Program Files\Java\jdk-11.0.2\bin\server\jvm.dll.
  • The options that you should set and the values they are set to depend on your version of Java and the application server that you use (check below table)
  • In the Initial memory pool box, enter a value of 4096.
  • In the Maximum memory pool box, enter a value not more than 80% of your maximum server memory.


FootPrints VersionJava OptionsJava 9 Options
FootPrints 20.19.X-Dfile.encoding=UTF-8



User-added image



For all advanced configuration settings please go through the below article.



Some issues and troubleshooting steps:


1. “unable to find the Catalina/localhost folder” FootPrints 2018 Release 3 requires that administrators manually upgrade Tomcat to version 8.5  If the Tomcat service is not started immediately after installation, the Catalina/localhost folder will not be created under the /conf folder. The absence of the said folder would lead to the failure of the FootPrints upgrade/install. If you have attempted the upgrade and it failed, the subsequent attempts would fail, since the installer attempts to “move” the footprints#servicedesk.xml (or footprints.xml, depending on the name you had given) file. Due to the initial failure, this file will not be available in subsequent attempts. In this scenario, please follow the steps to install Tomcat 8.5 and copy the sample footprints#servicedesk.xml file, with modifications to suit the current setup (installed location, application name, etc) File is attached below.



2. Tomcat service must be configured to use Local System service account

  1. Click Start, point to Administrative Tools, and then click Services.
  2. Right-click on Apache Tomcat service, and then click Properties.
  3. Click the Log On tab, select Local system radio button, and then click Apply.
  4. Click the General tab, and then click Start to restart the service.


User-added image



3. High HTTP traffic and performance issue.


Sometimes you may notice that there is high HTTP traffic, and you may determine that it's because the server is attempting to return high volumes of data back to the browser. In this case, if you are running Tomcat, you have the added option of turning on compression at the application server level. To enable compression adding following attribute in server.xml file in the Connector port="8080"


compression="on" compressionMinSize="2048"
noCompressionUserAgents="gozilla, traviata"





Thanks for reading the article. Please rate the blog and add comments to share your experiences.

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FootPrints 2019 Release 2 is available for download.   Highlights of this update include:


  • New user interface themes that give the product a brighter and more modern look.
  • Updates to the reporting engine that improve performance in several key areas
  • Improved license management by releasing the FootPrints user license immediately upon closure of the browser
  • Improved error messaging
  • Improved LDAP address book integration
  • The merciless squishing of a number of unwanted bugs


For more information, please see the product release notes:

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I’m pleased to share with you that FootPrints 2019 Release 1 is available for download on the BMC website.

This release includes three primary changes:


  1. We updated FootPrints to use Open JDK as opposed to Oracle Commercial Java.   This was a major architectural change to the product that we implemented solely to prevent customers from incurring significantly increased costs due to the changes Oracle has put in place for use of Commercial Java.  By doing the work to move to Open JDK, FootPrints retains all the same functionality, with improved security, and without our customers incurring significant new fees.


  1. We updated the underlying reporting engine for Service Analytics. While the impact to current day to day use is minimal, it lays the foundation for performance improvements we will be delivering in upcoming releases.


  1. We crushed a bunch of bugs.


It’s important to note that moving to this release also requires changes to Tomcat, so please be sure to pay attention to the Release Notes.  As a safety backup, we’ve also put in place a process that requires a password during the upgrade.   The sole purpose of this password is to ensure customers take time to read the pre-requisites for upgrading to this release


If you have any questions regarding the 2019 Release 1 update, you can feel free to ask them here in the FootPrints service desk community or to reach out to our Support team for assistance.

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1. Go to the BMC communities page: :


2. Click “Actions” on top right



3. From the drop-down list, Click “Idea”



4. Add idea details – Please be very detailed on the idea providing examples as necessary.


5. Click on “Publish” on bottom of page


For more information, please refer to Ideas FAQ's

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FootPrints 2018 Release 3 requires that administrators manually upgrade Tomcat to version 8.5  If the Tomcat service is not started immediately after installation, the Catalina/localhost folder will not be created under the /conf folder. The absence of the said folder would lead to the failure of the FootPrints upgrade/install.



The issue “unable to find the Catalina/localhost folder” in Tomcat 8.5 will be addressed in 20.19.01. If user(s) want to upgrade prior to the 20.19.01, then check for the type of install and proceed with appropriate steps.


The steps for the resolution would be based on if the user(s) have attempted the 20.18.03 install or yet to install.


If Tomcat 8.5 has not yet been installed

  1. Install Tomcat 8.5 and follow the instructions for the same
  2. At the end of the setup, user(s) can perform the following
    1. Do select the “Run Apache Tomcat” option
    2. If the above option was not selected for configuration changes, continue with next steps
  3. Make necessary configuration changes for Java, memory, etc. and start it once to ensure that the values are indeed correct
  4. User(s) can stop the Tomcat server prior to the FP installation


This action would ensure that the /Catalina/localhost folder is created and the installer would function just like any other update.


Attempted install and encountered error

There could be chances that user(s) may have attempted to install and encountered error during the process. This can be corrected based on the install type:


New Installation

If you have attempted the new install and encountered the error, simplest way is to clean up the server for any partially installed application files, database, etc., follow the steps mentioned for the Tomcat 8.5 installation above and start the FootPrints installation again.


Upgrade installation

If users have attempted the upgrade and it failed, the subsequent attempts would fail, since the installer attempts to “move” the footprints#servicedesk.xml (or footprints.xml, depending on the name you had given) file. Due to the initial failure, this file will not be available in subsequent attempts. In this scenario, please follow the steps to install Tomcat 8.5 and copy the sample footprints#servicedesk.xml file, with modifications to suit the current setup (installed location, application name, etc)


Note: Since the current action of the installer is to “move” the existing “footprints#servicedesk.xml” file, it’s good to take a backup of the same prior to start the FootPrints 2018 Release 3 upgrade.


If you still face issues during the install, do contact BMC support for further assistance.

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Hi Everyone,


If you haven’t been to the download site recently, it’s worth heading there now.  We’ve released two new versions of the product since our last blog post and there are some worthwhile updates for you.   In these releases, we’ve put a lot of work into making Footprints more secure, reliable, and performant than ever.   We’ve also put in a number of functionality enhancements for you as well.   Some of these improvements include:

  • Create a single search for records assigned to teams
  • Search for records that need approvals
  • Support for CentOS Linux 6 & 7
  • Ability to copy email templates
  • Ability to configure complex passwords
  • And many other updates.

We’ve also crushed a lot of bugs while making these updates.


To see all the changes and bug squashings, please check out the release notes for both releases: 


  As you can see from above, we’ve also changed the model we use for version numbering.   Moving forward will now use a model that calls out the year and the release number of each update.   Since our most recent release was the second release during 2018, it’s now called FootPrints 2018 Release 2.   Our next release in 2018 will be called FootPrints 2018 Release 3.   When we release in 2019, the first release will be called FootPrints 2019 Release 1.   If you have any questions about the new numbering model, feel free to post it in the comments below and I’ll be happy to reply.


I hope you enjoy the changes to the product.  Thank you for your business, and Happy FootPrintsing!



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


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  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: 




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.




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:


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,, 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 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 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  Happy FootPrintsing!

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