MRequest uses FootPrints software terminology.
A single database.
A record in a Project (field can renamed to e.g,, Call or Ticket).
A standard, full-strength user. Typical agents are Help Desk Agent, Call Center Agent, Developer, Engineer, Manager, and Project Member.
- Customer Account
Intended for employee end-users or external customers, allowing those users to submit and track their own requests and to search the knowledge base.
Individual License Types (Permissions)
Typically help desk personnel, customer service representatives, or engineers; able to use all functions including creating and managing Issues, and running queries.
- Project Administrator
All Agent capabilities, plus adding custom fields, setting options, and adding users.
- System Administrator
All of the above, plus has control over the whole FootPrints software tool, including administration of any project, adding new projects, and administering licenses.
Customer License Types (Permissions)
- Read KB
View and search the Knowledgebase.
- Read KB/Requests
View and search Knowledge Base, and check the status on their requests (entered by an internal user, or via email).
In addition to the functionality described above, users can submit Requests via the web interface.
In addition to the functionality described above, these users have limited edit privileges of their own Requests.