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The 12.1.02.002 release is now available for download.  This hotfix addresses 7 defects.  You can get access and review the release notes from here or go to the BMC EDP.

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Lately, we’ve been reviewing and updating the most frequently accessed topics on the product wiki (see list below). We want to ensure that the updated content is as helpful as it can be, so we would love it if you would take a moment to check out the updated content and give us feedback in the comments to this blog. You can also provide feedback on topics that weren’t updated.

 

Once we’ve received comments, our next steps are to address your feedback by implementing more content improvements. So, please help by providing specific and clear requests. We can’t act on generalized comments. Helpful details include the name of the topic(s) and a few words describing how the topic can be improved.

 

  • Are there other topics you’ve used that you’d like to see revised?
  • Is there anything about the content of structure that doesn’t make sense?
  • Are the new pictures helpful?
  • Thinking to when you first implemented FootPrints v12, what were your main questions? Do you think this documentation would have helped?

 

Thanks in advance for your help,

The FootPrints Service Core Team

 

Recently updated topics:

Topic

Page Views last Quarter

Installing BMC FPSC

733

Administering

661

Self Help Tools: PDFs and Videos

600

Configuring system wide settings

350

Using FootPrints with an Agent role

343

Getting started quickly for Administrators

340

Installing BMC FootPrints Service Core

328

Configuring Web Services

327

Configuring Workspaces

316

Configuring System Authentication

298

Configuring Incoming Email for Workspaces

291

Creating approval processes

289

Configuring Reports

271

Importing Users

269

Running Reports

268

Configuring Fields

267

Configuring Forms

267

Configuring Incoming Email for your System

247

Upgrading BMC FPSC version 12+ to a newer version

247

Downloading the installation files

241

FPSC 121 Key Concepts

237

FPSC121 Planning

235

FPSC121 Selecting triggers for business rules

233

Configuring workflow processes

226

Performing the migration

224

Configuring user roles

224

Configuring service portfolios

219

Configuring with out of the box templates

217

Integrating

216

Configuring the interface

204

Using Advanced Search and Saving Searches

198

Using FootPrints with a Customer role

197

Processing of Business Rules having After Save Trigger

195

Configuring email templates

191

Configuring relationships

185

Configuring address books

182

Configuring an address book for LDAP

182

Configuring items

181

voting on approval requests by email

181

Configuring the system server

176

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Hello from the BMC FootPrints Team!

I hope you are all having a great new year. Our team often gets questions about upgrades, self-help tools and product webinars. So, we decided to put together this little cheat sheet so you had the information at your fingertips.

 

Upgrade Now to FootPrints 12.1.02.001

BMC FootPrints Service Core 12.1.02.001 is available for download. This hotfix includes improvements for business rules, email, issue edit, migration and portals/consoles. The FootPrints team encourages you to stay current on the latest release in order to benefit from the improvements. Please review the product release notes and notices to learn which issues were corrected in version 12.1.02.001.

 

Proactive Notifications about FootPrints Service Core releases

Do you want to be automatically informed when a new release comes out? Here are examples of which method to use for notifications on releases:

  • For major or minor releases, for example 12.0 (major) and 12.1 (minor) – Turn on proactive notifications via bmc.com/support
  • For service packs and hotfixes, for example 12.1.1 (service pack) and 12.1.00.001 (hot fix) – Turn on a “Watch” on wiki docs via docs.bmc.com

 

  1. If you only want to be notified of major and minor releases, such as 12.0 (Major) and 12.1 (Minor)

 

  1. To be notified of all releases, including service packs and hot fixes such as 12.1.1 (Service Pack) or 12.1.00.001 (Hot fix), Watch the Release notes and notices page + any specific topics that interest you.

 

To Watch a page:

  1. Go to the page you want to follow (like Release notes and notices )
  2. Login
  3. Click the gear icon (Tools) in the navbar near the top of the screen
  4. Click Watch
  5. Accept the default to Watch this page.
    Note: You can select to watch all of the content in the space, but this is not recommended because it will fill your inbox because minor changes are made frequently.


BMC FootPrints 12 Self-Help Tools

Did you know that FootPrints has self-help tools and BMC Academy classes (online and in-person) that you can leverage to learn or train others on FootPrints v12? Make your FootPrints v12 rollout more successful by using these quick links to the most important resources:

Connect with FootPrints Webinar Series

Please join our Support team for the launch of an exciting new webinar series "Connect with FootPrints." The first webinar will begin on Wednesday, February 3rd, at 11 a.m. Eastern time. Register here. The password for registration is “bmc”

 

This monthly live event will cover a variety of topics specific to the FootPrints product and customer experience, allowing us to better serve our customers and their needs.

 

At the inaugural webinar, we are thrilled to explore the Support Central Customer Portal and the ways you, as our customers, can take advantage of this portal to suit your changing and growing support needs, from the new Support Portal to Electronic Software Delivery, Online Documentation, the BMC Communities and more.

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Introducing the new "Connect with FootPrints" Webinar series!

 

The FootPrints Support team proudly announces our new "Connect With FootPrints" Webinar series, which will begin on Wednesday, February 3rd, at 11 a.m. Eastern time.

 

This monthly live event will cover a variety of topics specific to the FootPrints product and customer experience, allowing us to better serve our customers and their needs.

 

At the inaugural webinar, we are thrilled to explore the Support Central Customer Portal and the ways you, as our customers, can take advantage of this portal to suit your changing and growing support needs.  Paul Tipping from our UK Support team will cover topics ranging from the new Support Portal to Electronic Software Delivery, Online Documentation, the BMC Communities and more.

 

Additionally, Don Cholish of our product management team will discuss the BMC Communities Ideas and how they impact the product development roadmap.

 

Please join us for the launch of this exciting new series.

 

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 future webinars.

 

Thank you!

The BMC FootPrints Support Team

 

 

 

Click Here to Register


Registration Password = bmc

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start now.jpg

 

 

BMC training schedule is posted for January and February.  We want you to be successful in BMC solutions.  We run classes year round and worldwide across the BMC product lines.  Below are the classes listed by class/product name.


Review the below and register today.  Please check BMC Academy for latest availability, BMC reserves the right to cancel/change the schedule.  View our cancellation policy and FAQs.   As always, check back in BMC Academy for the most up to date schedule.


To see all our courses by product/solution, view our training paths.


Also, BMC offers accreditations and certifications across all product lines, learn more.

 

For questions, contact us

Americas - education@bmc.com

EMEA - emea_education@bmc.com

Asia Pacific - ap_education@bmc.com

 

ClassDate/Location
BMC FootPrints Service Core 12.x: Administering

25 January / Americas / Houston, TX

29 February / Americas / Online

BMC FootPrints Service Core 12.x: Change Management8 February / Americas / Online
BMC FootPrints Service Core 12.x: Configuration Management10 February / Americas / Online
BMC Certified Professional: BMC FootPrints Service Core 12.x: Practical Exam

12 January / EMEA / Winnersh, UK

9 February / Americas / Houston, TX

29 February / EMEA / Winnersh, UK

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Learn more about BMC FootPrints Service Core and Network with other FootPrints users!

 

 

Date

Event

Location

More info/Registration

September 12, 2017Flycast Partners FootPrints/Client Management User GroupChicago, ILFootPrints Roadshow Chicago 2017
September 13, 2017Flycast Partners FootPrints/Client Management User GroupBoston, MAFootPrints Roadshow Boston 2017
September 14, 2017Flycast Partners FootPrints/Client Management User GroupDenver, COFootPrints Roadshow Denver 2017
October 5, 2017Flycast Partners FootPrints/Client Management User GroupToronto, OntarioFootPrints Roadshow Toronto 2017
November 6, 2017T3: Service Management & Automation ConferenceLas Vegas, NVT3: Service Management & Automation Conference - November 06 - 10, 2017 - Las Vegas, Nevada
November 14, 2017Flycast Partners FootPrints/Client Management User GroupPhoenix, AZFootPrints Roadshow Phoenix 2017
November 15, 2017Flycast Partners FootPrints/Client Management User GroupNashville, TNFootPrints Roadshow Nashville 2017
November 16, 2017Flycast Partners FootPrints/Client Management User GroupHouston, TXFootPrints Roadshow Houston 2017
November 21, 2017Flycast Partners FootPrints/Client Management User GroupOrlando, FLFootPrints Roadshow Orlando 2017
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Version 12.1.01 is available now.  Whether you’re already in production with version 12 or a novice, take some time to get it installed and give us your feedback.  This release was highly developed based on customer feedback and future versions could only get better once we hear from you.  Don’t be left out.


As you read through the 7 reasons you’ll love the summer release, think about how these will benefit you and your organization.    Here are some of the great things you’ll see in our next release.


1. Extensive User Acceptance Testing


Version 12.1.01 is the 1st service pack of the 12.1 minor release that introduced the migration tools to get from the 11.6 platform to the 12 platform. As with most service packs, the main focus was on defect fixes and performance improvements, but there are also some interesting capabilities I will get into later. 

In an unprecedented move, BMC actually hired partner and service consultants for a week at a time to test typical week long engagement scenarios. They used their knowledge of past engagements and implemented the same requirements their customers had given them previously.  Here are some samples of what they had to say.  “I didn’t run into any showstoppers.”  “I’m very impressed with this version, and very happy with the results.”


2. Performance


Even without a major effort in this area, development was able to make a few key modifications in selected areas to boost performance.  The results surprised even us as some general defect corrections lead to an overall snappier user experience, especially on the administration side.  Once again, I think the quotes from our implementation specialists who got an early preview tell the story best.  “Pretty amazing, performance is significantly faster.”  “Seems to be performing much better.”  “Navigation and publishing seems to be better in general.”


3. Customer Sign Up


User Management is always a chore no administrator looks forward to. It becomes increasingly more difficult if you are dealing with external customer support or work in an organization with a lot of turnover like a university.  With the customer sign up feature, you can now allow users to create their own accounts as they need to use the system and eliminate that user management headache.  Along with the introduction of the LDAP user import in 12.1.00, you can now handle both internal and external customer account creation with ease.


4. Portal Access


Early adopters to the version 12 platform fell in love with the ability to create unlimited, flexible portals.  You could easily tailor the look, feel, and even the content based on the persona of the user whether that be a customer, service desk agent, manager, or administrator.  It soon became apparent that people loved this so much, they were creating even more specific portals tailored to specific groups of people like their various customer groups.  Limiting who had access to each of the portals became a must.  It’s great that the administrator now has the ability at the system role level to determine who can navigate to which portal.


5. Java 8 support


Making sure your systems are the most secure they can be could be an overwhelming job sometimes.  Throw in the word Java in the light of recent events and people begin to panic. Everyone wants to be on the latest release and we at BMC agree.  Rest easy now that your Footprints server could utilize the latest, most secure version of Java to power the application.


6. Optimization of seeing records linked to other records


With FootPrints being so flexible, you can track a lot of different things and how they relate and interact with one another.   If you’re looking at an Incident, sometimes you want to know what Problem record it is linked to.  Sometimes you want to see what Change Request caused the Incident.  You obviously need to know what Contact and CI is linked to it.  How about what Service is affected.  Are there any tasks related?  Different audiences want to see different things at different times and they may not even apply all the time.  Unfortunately, in the past you had to have a different grid on your Incident form for each of those possible scenarios.

Now you can have as many or as few grids on your form as you want.  All the previously mentioned scenarios could be consolidating into 1 grid with the ability to sort, filter, or group by various linked record properties.  This not only makes for a better user experience, but also reduces the time it takes to load your Incident form.  After upgrade, simply edit your form and consolidate your link controls to take advantage of this enhancement.


7. User Experience Enhancements


We listened to your suggestions! There are several minor tweaks to how people interact with the UI that will make both the Agent and Administrator smile.  Agents will enjoy the speed and simplicity to getting their day to day jobs done from searching, to creating, viewing and editing Tickets.  They will now be able to search for numbers in fields from past tickets for those common error codes and serial numbers that come up often. When creating Tickets, being able to type ahead to get to choices in long dropdown lists will saved time. When viewing records linked to other records, being able to choose which columns appear and have that save for you the next time you do the same task as well as easily navigating to the full details of other linked records will also increase productivity.  For the administrator, some rules enhancements will be received warmly.  From viewing your large list of rules in an easier to work with grid mode to being able to setup rules to create link records that inherit field values from their parent, there’s lots to smile about.

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BMC FootPrints and BMC Client Management customers will gain tremendous value at this year’s global user conference, September 8-11, 2015 in Las Vegas, NV. If you haven’t registered, do it now while you can take advantage of an Early Bird rate! If you register before the end of July, you can secure the Early Bird rate for a full conference pass of $1,145 – a saving of $200 off the regular rate.

Reasons to Attend

BMC Engage is a highly productive week where you will receive the equivalent of multiple hands-on training courses and education sessions that would normally require separate travel costs and time away from the office. You will be able to evaluate many new products and services from a range of vendors, all in one place. There will also be many opportunities to get advice and guidance from BMC product experts and industry thought leaders. This is also a terrific networking event. Last year many companies made peer connections during sessions and labs. Check out the sample agenda below to see the list of labs, sessions and activities available to you!

Sample BMC FootPrints and BMC Client Manager Agenda:

More details on any of the following events can be found on the Events Page or the Sessions Page. Need help justifying the trip? You can use this sample agenda to build your case or one of the tools on the Engage site.

 

This example agenda was crafted for someone primarily interested in BMC FootPrints or BCM Client Management. However, you might own other BMC products or want to explore what is new with BMC too! To build your custom agenda, use BMC’s highly customizable Events Calendar on the Engage Website.

Every Day

 

Meet Product Management and/or Development

The entire Product Management team and members of R&D will be attending and we’d love to talk to you! Contact your account representative or click the link above to email lorna_russell@bmc.com to arrange a meeting with us.

Visit the Solutions Showcase

Experience the newest and most innovative products, technologies and services from leading IT companies.

BMC Services Genius’s Lab - Free one hour, one-on-one consulting available from BMC Global Services on the show floor.  Schedule now by emailing genius-lab@bmc.com.

BMC Customer Hub - Meet and learn more about Customer Connect and the BMC Beta Program. Find out how to further your involvement with BMC by becoming a customer reference or a member of our beta program.

Lunchtime Table Talks / Birds of a Feather - The Solutions Showcase will also host the Lunchtime table talks on Wednesday, Sept. 9 and Thursday, Sept. 10, where attendees can discuss technology challenges as well as socialize with colleagues about specific topics.

 

Tuesday

Register and be sure to attend the Welcome Reception!

Wednesday

BMC FootPrints/BMC Client Management breakfast meet and greet.

The BMC FootPrints and BMC Client Management product management and R&D teams will be available to chat about topics near and dear to your heart. Stay tuned to communities and follow @BMC_FootPrints on Twitter for information on the location of this fun event.

General Session Keynotes

BMC Executives will share their insights on IT Management and trends that are driving the future of the industry. Nicholas Negroponte, Co-Founder of MIT Media Labs and Wired Magazine will talk about the future revolutionary movements in the technology market space. Don’t miss these sessions, they are usually highly entertaining and include important information about industry trends.

The Evolution of IT Toward Digital Services Management

Jason Frye, @fryfrye, our resident IT Service Support visionary, will explore the framework and rise of Digital Service Management (DSM) as the next evolutionary step in the development of the IT Service market. He will explain how you can benefit by implementing a DSM operating model. (I bet you are already thinking through how to support your customers who are demanding more and more digital services!)

Women in Technology Networking Event

The Women in Technology networking event offers the opportunity to network with a global community of talented professional women from many different organizations and receive insight from featured speakers who are key contributors to IT innovation. Participation is open to all BMC Engage 2015 attendees.

Pub Crawl

Hosted on Wednesday, September 9, from 5:00 p.m. – 6:30 p.m., the Pub Crawl will showcase local microbreweries as well as wine and appetizers in a social atmosphere where attendees can network further with BMC experts and sponsors.

Evening with Engineers

Evening with Engineers offers rapid-fire discussions with top engineers and product experts in an interactive environment, enabling attendees to get fully involved in the topics. High energy, tech humor, and lively debates define the event.

 

Thursday

Session ID

Session Name

Speakers

Level

Track

Time

518

SUBWAY Supports More than 40,000 Stores Using BMC FootPrints Service Core and BMC Client Management

Jim Caterbone, Subway Restaurants HQ

Intermediate

IT Service Support

Thu, Sep 10 9:00 am

Learning Lab 19

Lab: Leveraging BMC Client Management to Install and Manage Software

Joel Jacks, BMC Software

Introductory

IT Service Support

Thu, Sep 10 10:30 am

268

BMC Remedyforce, BMC FootPrints and BMC Remedy: Moving from Survivors to Thrivers

Nancy Donnelly, RightStar

Dick Stark, RightStar

Intermediate

IT Service Support

Thu, Sep 10 11:30 am

Learning Lab 20

Lab: Using BMC FootPrints Service Core’s Drag-and-Drop Workflow Design

Joel Jacks, BMC Software

Intermediate

IT Service Support

Thu, Sep 10 11:30 am

253

Creating, Defining, and Running BMC Client Management Reports

Joel Jacks, BMC Software

Intermediate

IT Service Support

Thu, Sep 10 1:30 pm

 

The BMC Jam at Brooklyn Bowl Las Vegas

Finish your day or learning on Thursday with some fun from 7 – 10 p.m.! This year The BMC Jam is at Brooklyn Bowl Las Vegas. With 32 Brunswick bowling lanes, guests can enjoy a challenging game or relax on large leather Chesterfield sofas in the bowler’s lounge, while noshing on tasty bites and luscious libations. Shuttle bus service will be provided to and from the ARIA®.

Friday

Session ID

Session Name

Speakers

Level

Track

Time

404

BMC FootPrints Service Core 11 to 12: A Transitional Guide

Serena Lambiase, BMC Software

David Pinkowitz, BMC Software

Intermediate

IT Service Support

Fri, Sep 11 9:00 am

173

Tips & Tricks for Navigating BMC FootPrints Service Core

Don Cholish, BMC Software

Intermediate

IT Service Support

Fri, Sep 11 10:30 am

406

BMC FootPrints Service Core 12: How to Get the Most out of Record Lifecycle Reporting in Service Analytics

Rob Davis, BMC Software

Ursula Strahm, BMC Software

Intermediate

IT Service Support

Fri, Sep 11 11:30 am

104

Roadmap: BMC FootPrints Service Core and BMC Client Management

Zane Bond, BMC Software

Lorna Russell, BMC Software

Introductory

IT Service Support

Fri, Sep 11 12:30 pm

93

Best Practices for LDAP Synchronization with IT Service Management People Data

Scott Buntin, Effective Technologies Inc

Introductory

IT Service Support

Fri, Sep 11 12:30 pm

Learning Lab 41

LAB: Advanced Service Level Management Using BMC Footprints Service Core V12

Christopher Bradfield, BMC Software

Advanced

IT Service Support

Fri, Sep 11 12:30 pm

 

Staying In Touch during Engage

Follow @BMC_FootPrints on Twitter to keep up with any BMC FootPrints or BMC Client Management related schedule changes or to just stay in touch with Product Management and Development during the show! During the event, there will be an Engage mobile app that will also help you plan your day and stay in touch with other attendees!

 

See you there!

Lorna

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Having been involved in the preparation and delivery of self assessments and demonstrations to show ITIL (IT Infrastructure Library) compatibility for several ITSM solutions, I have a few thoughts on the topic.

Most of you probably know what ITIL is, but if not, think of it as a set of guidelines around how to identify, track, prevent and resolve issues in your IT environment. You can get more info here: http://www.itil.org.uk/

 

I think it's important to understand what matters to your organization, based on where you are in the ITIL adoption process. Regardless of what tool you have or what the books say, looking at your users and their challenges is the best place to start and have an impact on the business. Most customers I have talked with over the years don't try to implement more than a couple of ITIL processes at a time.

 

Okay, so how can FootPrints v12 help?

  1. The IT Service Management business process template.  What is it? It is a preconfigured package of containers, items, forms, fields, workflows, rules, and quick templates that you can use as a starting point.  By creating the ITSM business process, you are fast-tracking the road to implementing ITIL guidelines. We have created all the basic elements that you can build on, so you don't have to start from scratch! I've had a few partners and customers say that it seemed to take a lot of work to get started with FootPrints v12. It only takes a long time if you start from the ground floor, and you don't have to!
  2. Configure to your heart's content! In addition to including things like the ITSM business process template, you have the ability to add as many additional containers, rules, workflows and other items as you want to meet your needs.  If you want to go above and beyond the templates provided with v12, the sky's the limit!  Add the processes that you want, in the way you want. Remember that ITIL is a library of guidelines. Those may or may not work for you, so it's good to be flexible and do what works.
  3. Unlimited portals and consoles. You can provide a unique experience for all your users. One of the goals of the incident management process is to restore service operation quickly to minimize impact to the business. Portals can help you do this by providing only the relevant functionality and information that each user needs. I always prefer the 'Keep it Simple' method so I don't have to sort through tons of information I don't need. You can give users an 'easy button' to submit an issue, for example. Use a template to prefill key data for them. In short, make it easy.

 

 

Now what?

  • I recommend starting small with one or two processes and growing later as you implement and learn how your organization responds.  Think about your most common issue/call/email from users.  If you don't know, this is a good place to start. Knowing this can help you implement processes that help to minimize these recurring issues, which gets your users back to their task at hand. Following the Incident management process and tracking every incident can give you this information. Often knowledge management is a great way to gauge what your users are looking for.
  • Consider taking a class to learn more about ITIL guidelines to help decide what might work for your organization. BMC and many other companies offer in person and online training: ITIL training
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In 2014, BMC released the long awaited FootPrints Service Core version 12. And now, to kick off the new year, BMC is pleased to announce the arrival of the next release, version 12.1 along with the Migration Tools that will help get you from version 11.6 to version 12.1.

 

The 12.1 release includes a number of updates that I know are of interest to many of you - mainly because a number of them are based on your ideas that you posted right here on this community site (and more are coming...don't worry!).  A few of the new features include:

 

The ability to Import and Update Users from an LDAP source - I know many of you have your user base in some LDAP source.  Now you can easily create users while saving time and maintaining data integrity.

 

Subscribe to Global Ticket.pngSubscribing to a Global Ticket - This one benefits both the agents and your business users alike.  Now your end users can choose to receive updates around known issues.  They get the information they want when it's available without taking their time and agent time to have yet another "what's the status of this" call, email or IM exchange.  And the agents can associate an end user with a known issue as they report it - again, saves time for everyone involved and improves productivity and efficiency.  I know that when I have an issue and someone says they will let me know when there's an update or a fix that I can count on getting the information as soon as it's available.  It's automation working at it's finest here - and everyone's happy!

 

 

Edit LEdit Lock.pngock - I love this feature - mainly because it's been something I've had a bit of heartburn with lately in the world of shared docs on a site form a popular search engine company (will not name anyone to protect the - well you get the idea). We all need to edit docs - or in this case records, containers and items within Service Core.  But if you're editing and someone else is editing and neither of you know you're both editing at the same time it becomes the lucky one who saves first...right?  Or the one who saves last overwrites the one who saves first?  Well, either way, it's a non-issue.  Edit lock helps ensure that only one individual is editing a record, container or item at a time eliminating conflicts and improving data integrity.  And, in my experience, a lot of rework.  Enjoy Edit Lock!

 

Other features include using a checkbox as the basis for a field dependency, an embedded link to generate a 30-day license as soon as you install version 12.1, Internet Explorer 11 support, and more.

 

The highlight is, of course, the Migration Tools.  There are a few things you'll want to know about these tools though - like where to get them, what each one does for you and even what it doesn't do, and maybe most importantly where you can go for more information and migration support.  So here goes...

 

1. What tools are available? - .  The Migration Advisor, the Export Tool and the Import Tool.

  • Migration Advisor - The Migration Advisor analyzes your existing 11.6 installation (read-only) and creates a customized project plan providing steps to complete before using the other migration tools.  The report will provide you data critical in determining what you may choose to migrate.  Some items detailed include what will migrate as is, what will migrate with changes, and what will not migrate at this time as well as the time it will take to complete the migration and the disk space required.

Upgrade Advisor 4.png

  • Export Tool - The Export Tool will export the selected configurations and data from version 11.6 to an XML format.
  • Import Tool - The Import Tool will import the selected configuration and data from the XML file into your v12.1 installation

 

2. Where can I get these tools? - From Technical Support.  Simply call and they will provide first the Migration Advisor.  Once you have the report send that back and they will review your options and plan and provide you with the Export Tool.

 

3. What support is available to me for planning and migration? - Lots!  That's the great news...There's Tech Support of course - but more than that, FootPrints Service Core now participates in BMC's Assisted Migration Operations (AMIGOS) Program.  The AMIGOS Program assists customers in detailed migration planning and works with you one-on-one to ensure your migration is a success.  Joining this program is simple - just tell the Tech Support representative that you'd like to participate and you're in!  In addition, BMC expert Consultants are available and several BMC Certified Partners globally are standing by to assist you in making the move to version 12.

 

4. Where can I find more details and information about these great Migration Tools? - There are several sources including your account team, this community site of course and the FootPrints Service Core product Resources page on www.bmc.com/it-solutions/footprints-service-core.html.

 

All in all - the 12.1 release is jam packed and designed to help you ensure that making 2015 the year you move to version 12 is a great one all the way around!

 

I for one would love to hear your plans for moving to version 12.  Have you downloaded version 12.1 yet?  (Available on the support page.)  Have you requested and run the Migration Advisor or already built your plan?  Are you migrating configurations, data or have you decided to start fresh?  Let me know and definitely leverage the experts on this community throughout your version 12 journey.

See You At Engage!

Posted by Michele McFadden Oct 10, 2014
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We're just a few days away from the BMC Engage conference in sunny Orlando! The whole FootPrints Product Management team will be there and eager to meet everyone who is able to attend. We have a number of exciting sessions planned around FootPrints Service Core:

 

  • On Tuesday Oct. 14th 1pm, Serena Lambiase will be presenting the new Self Service Portal in session 206.
  • On Tuesday Oct. 14th 4pm, Don Cholish is covering Tips and Tricks in the new FootPrints 12 release in session 112.
  • On Wednesday Oct. 15th 2pm, Julianne Journitz of Pomona College will talk about the college's ITSM journey with FootPrints, including advanced topics like CMDB, service catalog and reporting in session 52.
  • On Thursday Oct. 16th 12pm, Serena Lambiase and Zane Bond have a joint session on the future roadmap for FootPrints Service Core and BMC Client Management in session 350.
  • We are running a focus group on FootPrints Integrations on Wednesday at 1pm. Attendance is limited, so contact Serena Lambiase if you'd like to participate.
  • The whole team will be available at the Evening with the Experts on Tuesday and for one on one meetings by request. Contact Serena Lambiase for details on one on ones.

 

I just want to end with giving thanks to all of our loyal BMC FootPrints customers and partners for your support. We look forward to speaking to many of you in Orlando and beyond!

 

See you next week!

Michele

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Robin Purohit, President for the Service Support Business at BMC, recently posted a blog around the upcoming BMC user conference, Engage.  Check out what Robin had to say and find out more about why this week in Orlando is without a doubt well worth your time.

 

You can read the blog here: bmc.co/1C4ZhQc

 

Let us know if you plan to be there.  I am happy to help make sure you get the most out of your visit including connecting you with the product managers for 1:1 meetings and of course the engineers during the Evening with the Experts.  It's also a great way for you to network and find out what's coming next as you plan your next year - yes, only 97 days left this year (and for those of you with holiday shopping...only 90 days left for that.)  It may seem like a long time, but annual planning and shopping together?  Best to get started soon!

 

I'll look forward to hearing from you soon!

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The FootPrints team is pleased to announce the release of FootPrints Service Core v12, Service Pack 1.

 

This service pack delivers the following:

  •   New HTML editor
    • Allows you to embed images in a field
    • Provides the option to open a URL in a new browser window or tab
    • Allows you to insert an image into an email template or dashboard widget
    • Allows you to paste as plain text or directly from Word
  • Linking records
    • Completed via new business rule Action “Link Existing Record”
    • Automatically link a Contact record to a ticket when a customer creates a ticket, for example
  • Automated installation of preapproved software
    • Ability to associate an Advanced Asset Core (BMC Client Management) action with quick
      templates
    • Now when a customer requests preapproved software from the Service Catalog, it can
      be automatically installed to their desktop without requiring a remote session with an agent
  • New console widgets (widgets will appear upon initial installation) – some widgets include:
    • Welcome widget links to a What’s New knowledge article
    • RSS feed for the FootPrints Community and BMC software news
  • Enhanced Contacts Lookup
    • No longer requires an exact match
  • Showing approval information in the ticket history
  • Improved print functionality (updated printer-friendly format)
  • Installer with Java removed
  • Support for Windows Server 2012 operating system added
  • And several other minor updates and performance enhancements    

 

Download the Service Pack at http://support.numarasoftware.com/

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Let us know what you think?  Post comments to this blog, participate in discussions or submit and vote on ideas!

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Good Morning Footprinters! Its the start of the quarter and I wanted to write up a guide on integrating Footprints Service Core and Footprints Asset Core (BMC Client Manager).

 

If you haven't already signed up for BMC Engage yet I would highly suggest doing so. This is going to be a great event for anyone in the industry. We will be hosting several guest speakers that will go in-depth on today's hot topics. We will also be having daily Certification Workshops. Attendees will also have an opportunity to network with other BMC users. IT professionals should be sure not to miss this opportunity. You can signup at engage.bmc.com.

 

I am writing this blog to cover Footprints Service Core 9.5.4 and above integrating with Footprints Asset Core 11.5 and above. For Asset Core 11.1 and below, check out the guide Configuring the Integration between FootPrints Service Core v11 and FootPrints Asset Core v11.pdf by Steven Schoenherr.

 

In FPSC 11.X and below we have a one way integration between Service Core and Asset Core. Service Core can pull data and issue commands from Asset Core but Asset Core cannot create or update issues. In FPSC 12 we introduced the ability to create issues with Asset Core. I will cover setting up both in this guide.

 

Table of Contents

 

  1. FPSC 11.X and below
    1. Asset Core Setup
    2. Service Core Setup
  2. FPSC 12
    1. Web Services
    2. Asset Core Setup
    3. Service Core Setup
  3. Troubleshooting

 

 

FPSC 11.X and below

 

Asset Core Setup

 

1) Login to the Asset Core console as admin

 

2) Global Settings-> Administrators: Create a new administrator

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Don't forget to add a password.

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3) Global Settings-> External Integration-> Create BMC Footprints Integration

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4) Click the Select Administrator button, find the newly created administrator and click OK to set it as the Integration Administrator. You can ignore everything below Integration Administrator. Click OK.

 

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5) (Optional) Create a shared account. Some environments wish to use a shared FPAC administrator to perform functions from Service Core in Asset Core. Use step 2 to create a new administrator or you can use the existing FPSCIntegration account. Follow Add a Default Administrator group with all the permissions needed for an agent in Service Core to use Asset Core to set the minimum permissions. You can also follow How to create an administrator login with the same rights as "admin" to create an account with all the permissions.

 

For this example I created an account called FPSCShared and gave it all the same permissions as admin.

 

Service Core Setup

 

1) Login to Footprints Service Core as a System Administrator

 

2) Administration-> System-> Asset Management

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3) Enter the IP Address or Host of the FPAC master. Also include the port the master is listening on (default is 1610). Enter the Integration account and click to test the connectivity.

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4) Verify the connection was successful

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5) (Optional) Enter the shared account credentials. If you don't enter a shared account then each agent will need to enter their Asset Core credentials in their Preferences.

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6) Save.

 

7) Enable FPAC on a workspace level. Administration-> Workspace-> Asset Management

 

8) This page allows you to grab specific asset data and populate Issue fields with that data. Select which asset data you want populated into the issue.

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9) Decide which tab you want the Asset Look-up Bar to appear by selecting which field it will sppear with. The default is the Asset Information tab.

 

10) Select which contact (Address Book) field should map back to the asset user. You can also enable various auto lookups of an asset when a contact is selected.

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11) Save

 

12) You should now be able to launch the console from the homepage, perform asset lookups, and execute advanced actions on a device (additional license required for some advanced actions).

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FPSC 12

 

Web Services

 

In Footprints Service Core 12 we introduced the ability to create records when alerts are triggered in Footprints Asset Core (BMC Client Manager). To accomplish this we need to enable service accounts in both FPSC and FPAC. We also need to enable web services in order to take advantage of this new feature. To integrate FPSC 12 your Asset Core must be on version 11.7.0.140331_ONEOFF or later. Earlier versions will not integrate.

 

1) Login to FPSC 12 as a System Administrator.

 

2) Administration-> Integration-> Web Services

 

3) Check to enabled the API then save

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4) Create the FPSC integration account. Administration-> Users.

 

5) Select New

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6) Create the new user as a System Administrator. Fill out the rest of the form (user, email, password)

14.PNG

7) Give the user access to all the containers you want to access from FPAC. Make the user at least an Agent in all the containers you are giving access to.

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Asset Core Setup

 

1) Login to the Asset Core console as admin

 

2) Global Settings-> Administrators: Create a new administrator

1.PNG

2.PNG

Don't forget to add a password.

3.PNG

 

3) Global Settings-> External Integration-> Create BMC Footprints Integration

4.PNG

 

4) Select the newly created FPAC administrator as the Integration Administrator

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5) Enter the web services account we created in FPSC. Enter the correct URL for your FPSC 12 application (the default is http://ipaddress:8080/footprints/servicedesk)

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6) Verify the settings are correct by clicking the Check Connection button.

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7) Select which Workspace and Record type you want alerts in Asset Core to create. Then check the box for each alert type to create a record in FPSC when the alert is triggered in FPAC. You can even set a specific template that will be used when the FPAC alert is triggered.

19.PNG

8) Once all the alerts are set save the page

 

9) Enabled Web Services on the master. Global Settings-> External Integration-> Web Services Configuration-> Right click and Add Device

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10) Select the master and click OK

 

11) Expand the master then select Properties. Enter FPSC's IP address and click OK.

22.PNG

 

12) (Optional) Install a certificate. You can install a certificate into the Web Service Configuration. Just right click to create the CSR then import the created certificate (use your own CA or a commercial one to sign it).

23.PNG

24.PNG

 

13) Create a shared account. FPSC 12 requires a shared FPAC administrator to setup integration. Use step 2 to create a new administrator or you can use the existing FPSCIntegration account. Follow Add a Default Administrator group with all the permissions needed for an agent in Service Core to use Asset Core to set the minimum permissions. You can also follow How to create an administrator login with the same rights as "admin" to create an account with all the permissions.

 

For this example I created an account called FPSCShared and gave it all the same permissions as admin.

 

14) This step was added for anyone who started on BMC Client Management 12.0, if you upgraded from 11.7 or earlier you can skip this step. Find the bcm.crt in the Client Management\Master\bin\certs\trusted\#### directory. Copy that certificate into the config\certs\trusted\ directory on the Footprints Service Core Server. Restart Tomcat.

 

 

Service Core Setup

 

1) Login to FPSC as a System Administrator

 

2) Administration-> Integration-> Asset Core

 

3) Enter the FPAC settings into the Integration page. Enter the master's IP address, port, and web services port. (defaults shown) Also enter the accounts created in steps 2 and 13 of the Asset Core setup.

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4) Verify the Integration account. You should see a success message in the bottom right corner.

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5) Verify the Default User Name. You should see a success message in the bottom right corner.

27.PNG

 

6) Save.

 

7) Enable Asset Core in each Workspace. Administration-> Workspaces-> Manage. Select the Workspace you want to integrate and click Edit.

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8) Select Asset Core Integration on the left hand pane. You can then select the enable the integration for the whole workspace. You can also choose the auto lookup rules for each record type.

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9) Select which contact field will map to the user in Asset Core and trigger the lookup when populated.

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10) Save

 

11)  Add the Asset Link control to the Form. Navigate back to the Workspace configuration page. Select the record type and click Edit.

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12) Select Forms. Select the Form you want to add Asset Core integration to then click Edit Form

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13) Open the Form Controls and select Asset Link Control

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14) Drag and drop the Asset Link control onto the Form to the desired location.

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15) Save and repeat for each Form and record type you want to add the integration.

 

16) Save and Publish the Workspace.

 

17) You should now be able to launch the console from the homepage (More-> Asset Core Console), perform asset lookups, and execute advanced actions on a device (additional license required for some advanced actions).

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Troubleshooting

 

I wanted to add some common problems people have with FPSC/FPAC integration.

 

Here are the most common problems/errors I run into:

 

1) Getting an error when launching the console:

 

Application Error

Unable to launch the application

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Opening the Details shows the following:

 

Could not connect to the specified Asset Core Server.  Check your configuration settings and verify that the server is running then try again.

 

JNLParseException[ Could not parse launch file. Error at line 0.]

  at com.sun.javaws.jnl.XMLFormat.parse(Unknown Source)

  at com.sun.javaws.jnl.XMLFormat.parse(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.jnl.LaunchDescFactory.buildDescriptor(Unknown Source)

  at com.sun.javaws.Main.launchApp(Unknown Source)

  at com.sun.javaws.Main.continueInSecureThread(Unknown Source)

  at com.sun.javaws.Main.access$000(Unknown Source)

  at com.sun.javaws.Main$1.run(Unknown Source)

  at java.lang.Thread.run(Thread.java:724)

 

Try launching FPSC in chrome (Chrome won't auto execute the .jnlp file).

 

If FPSC downloads a MRNAMPClientCallbackServices.jnlp file then the settings in Administration-> System-> Asset Management are not correct. Reenter all the credentials and save. The FPAC integration credentials must be reentered each time you save this page. Failure to enter those credentials will results in blank credentials being saved and your integration breaking with the above error.

 

If a console.jnlp is downloaded then do the following:

    1. Navigate to the master/ui/console/jws/jnlp directory
    2. Delete all the sub-directories (do not delete the .jnlp files in this main directory, if there are no jnlp files here then don't delete anything)
    3. Navigate to https://master:1610/console in a browser. Replace master with the exact hostname or ip address configured in Administration-> System-> Asset Management. This will re-create the folders.

 

2) My console launched from FPSC is missing XYZ in Asset Core.

 

Change the account in your Preferences to use the "admin" account then launch the console. If the console shows the data correctly then use How to create an administrator login with the same rights as "admin" to set the permissions.

 

3) My Operational Rule is not showing in the Advanced Actions.

 

There are two pieces you need to check

    1. The user has proper rights (use the above to see if their rights are set correctly)
    2. The OpRule is configured to show in external Integration. Open the properties of the OpRule and select Available in Integrated Solutions for the Deployment from External Integration.

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4) When I select a contact, a grey Loading... screen shows with Asset Core integration enabled. This only happens in Internet Explorer.

 

Upgrade to FPSC 11.6.03 to resolve the problem in IE.

 

 

 

I hope this guide was helpful to everyone working to integrate Footprints Service Core and Footprints Asset Core (BMC Client Manager). Please feel free to leave feedback in the commends below.

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Storytelling...many say it's a lost art but I disagree.  The forms and forums have just changed and adapted over the years.  And one that's coming up this fall is the famed "breakout session" at BMC Engage in Orlando this fall!  Yes, amid the cheers, squeals, ooohs and aaahhhs that fill Disney World, you can share your story. Consider what you do and all you have accomplished...it's time you shared what you know.

 

Think about it:

  • Service Management may have been around for awhile, but it is without a doubt a constantly changing field. What have you done to serve your customers that has drawn their admiration?  How did you get there?  That roadmap is just what many others are looking for to be their company's next hero. Inspire them!
  • Did you venture away from the traditional ITSM space with FootPrints? I know for fact many of you have - I've heard some awesome stories.  Don't keep them bottled up!  Who knows...you could get your next big idea at BMC Engage just from sharing and collaborating with your peers.
  • Ahhhh, the elusive CMDB. I know at least one of you out there has mastered the CMDB. You shared your story recently, but don't be shy, share it again! What is your organization's stance when it comes to CMDB?  Maybe you have tried and failed and tried again and succeeded - not that's a story everyone can benefit from.
  • And what about integrations? ITSM is rarely standalone these days integrating with any number of technologies.  How are you integrating your service desk with other systems and how is that serving your customer base?

 

Whatever you've been up to there are many in our industry who will be in Orlando and want to hear about it.  Share your knowledge, expertise, experience and hear the ooohs and aaahhhs meant just for you.  Submit for a speaking session at BMC Engage this fall!

 

To submit go to - BMC Engage 2014 - Call For Papers Home Engage logo.png

Simply create an account (creating the account doesn't mean you're in hook, line and sinker, but it gets you to more information and the quick form to submit your session details) and you're a quarter of the way there!  Don't wait too long....the call for papers closes on June 19th!

 

For more information on the conference check out this latest release.

 

I hope to see several submissions from our Service Core customers - I have had the pleasure during the last year to meet many of you and several of you are doing amazing and creative things with BMC technology.  I can't wait to hear your stories and meet many more of you this fall in Orlando!

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