What I liked the most about this software was how easy it was for the users to know. They made some big changes since it was Numara. The users loved it because its design was very good and easy to navigate Review collected by and hosted on G2.com.

It seemed as it was iterated through they removed features that some one on the help desk side would want to use. It seemed they went for a less is more with data mining as newer version were released. Review collected by and hosted on G2.com.

I like the ease of use and then many features available to technicians. Review collected by and hosted on G2.com.

There is not much to dislike. I suppose the interface could use some minor polishing? That said, the UI is functional. Review collected by and hosted on G2.com.

The ability to assign multiple technicians to a single ticket. Review collected by and hosted on G2.com.

The historical data of a ticket is confusing to understand. Review collected by and hosted on G2.com.

Provides adequate personalization, is relatively straight forward Review collected by and hosted on G2.com.

Customizing is difficult. I can't personalize the columns in the order I want without re-organizing for everyone. Review collected by and hosted on G2.com.

Graphical workflows.... and honestly that is the only thing i like about this.

The other developer and myself have started to establish some what of a relationship with the support personnel because of all the calls we have had with them. Review collected by and hosted on G2.com.

- Our environment is very dynamic, previous versions of footprints were more agile, and process changes were quickly made in the system and deployed from QA-Prod. this version needs long scheduled maintenance windows. In a 24/7 shop that is difficult to come by.

- Even at 12.6 the application is very buggy. SQL deadlock errors are very common.

- Some key actions in business rules do not work as expected. (listed as defects with BMC)

- The more items you have linked to a ticket the slower the interface becomes, 2-3 min. for refresh at times. (support optimizations have not helped)

- API cannot handle more than one request at a time, making timely bulk updates virtually impossible

- Not able to view more than one ticket at a time on screen (no side by side comparison of tickets are possbile)

- Cross item reporting only works with tickets and does not include related CIs'. (listed as defect with BMC)

- Performance is unbearable at times. System shows the application is only using 5-8% processor time and half of the memory allocated to it. SQL back end is not busy with bandwidth to spare and our screen will time out waiting for a refresh.

I really wanted to like this version of the application, but i am not able to give any real positive feed back on this app. Review collected by and hosted on G2.com.

Very easy to use and manage, good ticket flow, good categorization of tickets Review collected by and hosted on G2.com.

It is little slow and when I try to resolve the tickets, sometimes it takes extra time Review collected by and hosted on G2.com.

The ability to open new tickets in a tab for viewing. Review collected by and hosted on G2.com.

Footprints 12 does not seem to play nice with any browser that I use, constantly generates errors when saving tickets. Review collected by and hosted on G2.com.

Managing the configuration directly through a web-interface and seamless upgrades Review collected by and hosted on G2.com.

Newest version missing some features available in more advanced solutions. Review collected by and hosted on G2.com.

- reporting

- online, able to access from any computer with an internet connection Review collected by and hosted on G2.com.

- all sorts of problems relating to the reliability of the Footprints system, such as unrealiable support (they sometimes causes more problems when attempting to fix an issue or roll out a patch).

- Footprints at times suffer from high latency, or slow at converting user emails to tickets.

- overall one of the most unstable and unreliable ticketing system that I've ever used. Review collected by and hosted on G2.com.

FootPrints 12 is very much so a box of powerful tools that you can (for the most part) do what you wish for building and implementing ITIL best practices within an ITSM tool. It features out-of-the box business process (see more in the dislike section), in-depth reporting and service analytics, approval modules, drag and drop interface for creating the customer and web forms, visualization tools for both workflow and impact analysis, knowledge base tools, and a powerful business rule engine. The user interface, though dated, is streamlined and contained into one browser window making window management much easier in version 12, compared to version 11. Review collected by and hosted on G2.com.

The almost year and a half that we have spent with the product have been turbulent. After starting our implementation after the first service pack, I have been astounded by the number of severe, deal-breaking bugs/defects that were in the product. After engaging for 6 weeks in implementation, we got as far as we could and proceeded to wait for patches to address the outstanding issues. It was another 6 months before most of our dead stop issues were resolved. Many of these bugs/defects were not specific to our usage, however, being in higher education and having what I would refer to as "special" needs in terms of agents and customers, exacerbated the bugs/defects for our purposes.

Additionally, there are a number of features that are not yet fully implemented (some not planned at all) as carry-overs such as Auto-add customers feature that allows users not loaded into the system to log in using LDAP credentials, quick descriptions, bulk action, ticket lock time outs, and several other minor features. Review collected by and hosted on G2.com.