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Knowledge Article

Article Number

000226798

Old Article Number

000115359

Article Type

FAQ/Procedural

Title

How to create a customer ticket history link in Footprints 12.1?

Summary

Footprints 11.x and before had a built in system link to pop-up a window showing the customers prior ticket history. The following steps in Footprints 12.1 to do this are explained in the article.

Product

FootPrints

Component

FootPrints

Applies to

BMC Footprints Service Core 12.1

Question

What steps do I need to get a customer ticket history link in Footprints 12.1?
How to enable access to the customer's ticket history?

Answer

Footprints 12.1 has the option to link together the contact data into a ticket, and also show all of the tickets in the contact record in the address book. With the following steps, you will be able to
Please follow these steps:

Prerequisites:
1. Address Book container configured with contact fields, including "User ID".
2. Workspace container configure with ticket item. All of the address book fields are added with the same names to the workspace.
3. Relationship Ticket/Contact in the Workspace and the Address Book
4. Link control in the Workspace and Address Book, Ticket/Contact

When creating a new workspace record, use the Ticket/Contact link control to find the contact. In the link control select the contact record. Click the "Open" button. This will open the linked contact record, showing the Ticket/Contact link control showing the contact previous ticket history.

Contact record:

Attachment(s):