Bewertet am 29.3.2018
A complete ITSM solution for Enterprise Companies
Vorteile: FootPrints is the ITSM Solution Ferrari, as it may be adapted not only for IT processes but also for any other not IT process such as HR, Legal, Field Services, etc. configuring as many instances or workspace as you need in your organization for every of these processes. Its licensing is adaptable to the customer needs. It also has Mobile and web browser access, Graphical Workflow designer to configure your processes in an easy and fast way.
Nachteile: For asset management it is necessary the integration with BMC Client Management which means to pay for additional licensing in terms of number of assets and it increase the investment in comparison with other solutions that has asset management included.
Bewertet am 3.8.2017
For over 3 years, I have administrated multiple BMC FootPrints Service Core workspaces.
Kommentare: FootPrints Service Core is a robust tool that improves efficiency for many departments at O'Reilly Auto with at current total of 22 workspaces. Almost on a daily basis, processes are improved using capabilities FootPrints Service Core offers. The efficiency gains helps the corporate departments accomplish more in less time with streamlined processes. This helps the company save money on payroll for additional corporate employees even though several additional stores are opened each day. We don't have to hire as many people on the corporate level to keep up with the store growth due to the improvements of processes related to this software.
Vorteile: Footprints has become one of the most important software packages many departments in the company use. What I like most is how the workspaces can be adapted to suit the needs for any department. We started using it for IT help desks, which is our most complex workspaces, but we keep identifying other departments in need of a new workspace for various needs. For example, several departments used to keep track of requests in emails and track requests on shared Excel workbooks. Service Core provides a workspace to receive, store, provide trackable accountability, report, and develop workflow previously unavailable for incidents handled by each department. The abilities of Service Core has improved processes for every department we have implemented.
Nachteile: While the software almost always accomplishes desired workflow for new tasks, I sometimes have to come up with a workaround to accomplish the desired advanced workflow. On the positive side, Service Core is flexible to allow manipulation of the workspace to allow workarounds when necessary.
Bewertet am 10.2.2020
Footprints was a solid ticketing tool
Kommentare: Footprints was our company's ticketing system for a long time. Eventually department after department switched to another ticketing system, until we finally phased it out recently.
Vorteile: Footprints was very reliable, and it was fairly simple to use.
Nachteile: The interface was very dated, and the screens were very busy. It was not a "fun" system to use as someone outside of the IT portion of the org.
Bewertet am 6.12.2019
Great software that just needs a few minor enhancements
Kommentare: Overall it's a good product that we use to manage tickets that are submitted by the client to our help desk. There are minor enhancements that would be nice to have, such as the ability to open attachments with a double click.
Vorteile: I like that the software automatically sets send email to customer based on status and that all communication is in one place.
Nachteile: I dislike the fact that attachments need to be downloaded and opened rather than a double click to open.
Bewertet am 16.5.2017
Footprints 12 was a big step backwards. The interface is much more complex to learn
Vorteile: I liked Version 11 with five stars but they are dropping support next June 2018. The Escalations that automate processes was also very nice. System was very easy to use and was easy to navigate. All the bells and whistles that automated processes was extremely beneficial for our company. I was really pleased with this product.
Nachteile: We were pushed into a new version that is basically a shell and you have to create most processes that are pre-built in other products. What was BMC thinking? Up to this version I have always had a great experience. They took away several features that are going to cause us a lot of work, no quick descriptions and no quick actions which was one of the reasons we bought this product. I think their level 1 desk is in India they only take ticket info. What happened to supporting the USA economy?
Antwort des Softwareanbieters
von BMC Software an 7.6.2017
Hi Debra, it sounds like there has been a miscommunication or misunderstanding here.
FootPrints 11 Support
We have no plans to end support for FootPrints 11. It is still fully supported. There are also no plans to force anyone to move to FootPrints 12.
To better support our global customer base, we added capacity in the US, UK, Mexico & India as well as a global triage center to ensure that everyone is served effectively, especially those with severity 1 issues who are routed to the front of the queue during triage.
FootPrints 12 is more powerful & customizable than ever before & includes many automation features. Most customers use FootPrints as their Service Desk & it includes built-in templates for this.
If you dont mind, we will follow up with you directly to get more clarity on the support issues and to provide help with configuration.
Bewertet am 28.11.2018
Not What It Used to Be
Kommentare: Footprints was once a great application, but since being rebuilt for version 12, it has lost much of what made it once so successful. While workspaces are fully customizable, they are built in several 'containers' that must match identically across various parts of the application to connect and function. For example, if you connect it to Active Directory for user authentication, you must create each field you want to appear in the ticket type, in that appropriate workspace, and then create a relationship between them. The navigation is not intuitive and requires quite a bit of digging around to find these settings. Footprints is very flexible, however. If you can think of something, you can probably create it and automate it here. My company was able to use it as a ticketing platform across several departments, each with their own custom fields and features. The reporting is very versatile. It allows you to build nearly any type of chart or graph and export it with the ticket data. They can also be scheduled to send to anyone by email address or user name. My biggest issue is the way attachments are handled mostly because if an attachment is added to a ticket, you cannot add it to outbound email by selecting it. It must be downloaded and uploaded to the ticket a second time as Footprints only sends out attachments on the update when they're added.
Flexibility and Customizable
Bewertet am 29.11.2017
Version 12 has been the most painful experience in my IT career
Vorteile: There is very little to like about this product. Ii guess if i had to pick one thing it would be i like the color scheme.
Nachteile: Support is horrible, there are only a couple (literally two at the time of this review) senior support staff that have any knowledge about this product. The API does not work consistently. Random business rules stop working after a publish and supports only answer is to recreate the rules. We have consistent deadlock errors on the database, we have tracked it down to the table that contains ALL of the relationships for every item in the system. Support says they are looking at it, but we have seen this for about a year now and there is no resolution as of yet. If you don't believe my review, check the BMC communities and look at the idea section for footprints. You will find scads of suggestions about returning out of the box functionality that were in older versions of FP that is missing in v.12.x. The migration was extremely painful it consisted of rebuilding everything from the start and the finished product is in such a bad state that the suggestion about what it would take to go back to version 9 has been discussed. it is not about bad logic in the rules, because when they work, it works. you just don't know what you will have after you publish. BMC needs to rethink what they did to the FP product.
Antwort des Softwareanbieters
von BMC Software an 23.1.2018
Thank you for sharing this feedback. If you ever have an issue with our support team, please ask to speak to management immediately so we can address it. Our support team has consistently high satisfaction ratings so the experience you describe is not typical nor something we would be happy with. As for the product issues, during a recent visit by one of our partners to your site, we were able to join and conduct an in-depth analysis of your setup. During that evaluation we identified a number of configuration issues and based on those findings we provided several recommendations that your team is in the process of implementing. We are confident that when this is completed you will have a much improved situation. Please reach out to us directly once the work is completed and we will continue to work with you and your team until you are satisfied.
Bewertet am 1.2.2018
Heavy Use at Wrok
Vorteile: It functions and allows for a lot of customization. We are using a slightly older version. But being a member of multiple assignee groups is helpful. Assigning different teams as they are needed to a ticket while keeping yourself on is helpful in monitoring the problems completion.
Nachteile: Dated interface. Slow to respond at times. The need for Java to be installed, but no real use for it. The extra cost of a mobile interface, no mobile app.
Bewertet am 31.7.2018
This is one of a few ticketing systems I've used in my helpdesk career. Nothing special
customizable fields depending on how the company intends to use it
Very lightweight on the client side, in fact so lightweight you can allow your customers to put in their own tickets without a significant lag on their side, or strain server-side.
Too many fields to populate to get a case started.
When it does lag, watch out because there's no autosave feature, or quick save feature
Bewertet am 21.5.2019
Suits needs across the company
Vorteile: This software has been very beneficial to my company. It has been used for many departments throughout the workplace.
Nachteile: There is not much bad I can say about footprints. I don't love the new version.
Bewertet am 1.4.2019
Solid Ticket Tracking Solution
Kommentare: We have used this software to track helpdesk tickets, system access requests, and change management for many years now and it's overall worked very well with very little trouble. Support when needed has always been great too.
Vorteile: I like that we've been using it for over 10 years now with not 1 major issue with it.
Nachteile: The licensing cost seems a little steep I feel like there should be some sort of a discounted price for use over time as well.
Bewertet am 7.8.2017
I am the Footprints admin and part of the set up/customization team for our company
Vorteile: Customization and the ability to have different work spaces or containers. Different work spaces allow multiple teams to have their own ticketing space. Support team is great
Nachteile: Opening a ticket via phone - the first group you speak with is out sourced and they don't always comprehend English well
Bewertet am 27.6.2017
Footprints is a great tool that helps us track interactions with our clients.
Vorteile: I like being able to do searches on previous calls. Working support, it is invaluable to be able to look at previous solutions to aid in today's issues.
Nachteile: Sometimes the fields get out of index and I see the wrong data in the fields. I can delete the ticket and start a new one to correct the problem.
Bewertet am 7.3.2019
Big piece of JUNK
Kommentare: I've had the displeasure of being the admin for this trashy software for the past two years. I've put in a lot of extra hours just to keep this garbage software running. If you're wanting to give up your life to support garbage then this is the product for you. If you want a reliable software that is easy to maintain, then go find something else.
Vorteile: Support has been good to point out all the issues, bugs and defects in the software.
Every time there is an issue, ends up it's usually a know defect. There are so many known defects with this garbage software that it causes memory leaks. The footprints server must be rebooted daily otherwise it Footprints become even more useless.
There are people who take garbage and make a sculpture out of it to give it another look. That describes Footprints, garbage software put together to resemble a working program, but in the end it is just a piece of garbage.
Bewertet am 27.6.2018
Decent ticketing system, could improve user experience
Vorteile: Monitors tickets, priorities, status well. Use of email responses to update statuses and add updates makes it quick and easy in many situations. For most situations where I'm viewing updates and replying quickly it's easy and effective.
Nachteile: The UI is a little non-intuitive for adding updates - when editing/adding an update I want to be able to see history as context for my reply/update, and that requires first viewing a different area.
Bewertet am 20.3.2018
A Fully Loaded HelpDesk That Poorly Brings Everything Together
Vorteile: It has tons of functionality and features, many of which we never even got a chance to delve into setting up for production.
Nachteile: Building the help desk out is a nightmare due to the way that Footprints maps everything. Instead of something that should have been quick and simple, like you find in Solarwinds help desk utility, Footprints manages to make it drawn out and difficult
Bewertet am 13.9.2018
Clunky outdated ticketing platform
Vorteile: it's not incredibly difficult to use, but that's really it
Nachteile: this ticketing platform is the least robust system I've used. I've used many homebrewed and many enterprise level ticketing systems and this is by far the worst. Ticket tracking and event tracking is non existent. It lacks many basic features like child/parent relationships on major outages, leaving me clearing through countless tickets after a major outage. Searching through cases is also clunky and difficult, you can't really view cases outside of your workspace, so when tickets are submitted to me, I often receive duplicates because no one knows that a ticket is already opened.
Bewertet am 8.11.2019
Overly Complex and Functionally Limited Platform
Kommentare: Fairly negative, it’s an old product. Look at JIRA instead
Vorteile: Didn’t like much about the software, but their support was first rate.
Nachteile: Old and complex platform with an out of date UI
Bewertet am 31.7.2018
A Reliable Ticket Management System
We use Footprints to manage tickets within our organization. I'm not an Administrator, but I work closely with the people who are and have access to manage some tickets as well.
FootPrints is a very reliable ticket management system.
It is a little clunky at times. At first it can seem a little confusing, with a seemingly outdated UI. Even with the recent upgrade to 12, it looks and feels a little dated.
That said, the software is still efficient and works the way it needs to.
Bewertet am 22.4.2019
Good IT Incident App to use
Vorteile: Like how we can customize the groups and type of tickets so we can get notifications in a timely fashion
Nachteile: Doesn't do a great job with being able to keep track of inventory and the reporting tool is not user friendly
Bewertet am 22.2.2017
Kommentare: Great experience for ticketing system, easy to log and update tickets and assign to groups and individuals
Vorteile: Portal to review assigned tickets
Nachteile: Hangs to update
Bewertet am 3.11.2016
Automated CLM Solution
Kommentare: BMC's CLM gave our support staff the ability to quickly and easily stand up servers to provide the best support we could to our customers.
Bewertet am 13.10.2016
Kommentare: I work with footprints to track and report on my interactions with clients. It has proven to be an invaluable tool in my office.
Bewertet am 26.1.2017
Kommentare: Footprints allows us to track our support tickets and aids in providing quality support to our clients.