Wednesday, December 26, 2007

QuickBooks Enterprise-Rebilling Time for a Deleted Invoice.

A QuickBooks client asks, "What happens if I edit or delete an invoice that included billable time?"

When you record an invoice for billable time, QuickBooks changes the billing status from not billed to billed. The status doesn’t change back to not billed even if you edit or delete the invoice. You have to manually change the status if you want to make the time billable again.

To do this: Open the timesheet for the time data you want to change. On the timesheet, click the billed icon. Answer ‘Yes’ to the question that appears. Save the transaction.

QuickBooks Enterprise-Unbilled time.

Recently, a client asked how they could tell if a customer had unbilled time.

One way to tell if a Customer has unbilled time is by running the Billed/Unbilled Hours by Person and Activity report. This report is only available in the Contractor, Professional Services, and Accountant editions.

To access the report from the Report menu choose: Contractor/Professional Services or Industry Specific depending on the version you are using. This report shows how much time each employee or subcontractor spent on each type of work your company performs, how much time has been billed, unbilled, or is not billable.

QuickBooks Enterprise-Invoicing for Billable Time.

A QuickBooks Enterprise user asks, "How is billable time charged on a Customer Invoice?":

In order to invoice a customer for billable time entered on a timesheet, the Customer/Job needs to be entered for each employee’s time billed on a particular day. When timesheets are entered, select the Customer/Job from the drop down. Make sure that the ‘billable” box is checked at the end of the time entry line.

From the Customer Center, choose the customer to invoice. Select New Transaction>Invoices.
If there is outstanding billable time or costs for the customer, a window will display indicating this and asking whether you want to include these unbilled costs or exclude them from the invoice.

If you choose to include these unbilled costs, a window with all unbilled costs for this customer will display. Select which costs to add to the current invoice. At this point, you are given options as to how you would like to add these costs to the invoice…for example: add a separate line for each activity on the invoice or combine items with similar items and rates.

QuickBooks Enterprise-Timesheets

A Client recently asked how time data can be entered in QuickBooks.
There are several different ways to get time data into a QuickBooks company file.
They are:
1) Use the QuickBooks Stopwatch to time an activity while you are performing it.
2) Enter the time data manually, either on a weekly timesheet or activity by activity.
3) Import time data tracked by the QuickBooks timer.
4) Download online timesheets using QuickBooks Time Tracker.

QuickBooks Enterprise-Time Tracking

To turn on the time tracking feature in QuickBooks, go to Edit>Preferences>Time and Expenses>Company Preferences. For the “Do you Track Time?” option, click YES.
In the ‘First Day of Work Week’ drop down list, choose the day on which you start tracking time each week. The day you choose affects all weekly timesheets. Click OK.
When Time tracking is turned on, “Enter Time” will then become an available option in both the Customers and Employees drop down menu’s.
Reminder: Only the QuickBooks’ Administrator can do this task.

Monday, December 24, 2007

GoldMine Premium - Menu

A client using GoldMine Premium Edition is having trouble locating some of the functions on the new menus and wanted to know where everything is located. You can revert back to the GoldMine menu from previous versions by changing a preference.

* Go to Tools/Options
* Click on the System Tab
* Click next to "Use Classic GoldMine Menu"
* Click Okay and your menu will revert back to the classic GoldMine menu
* Make sure you unclick "Use Classic GoldMine Menu" so you can get familiar with the new

While we don't suggest you keep the classic GoldMine menu as you will never learn the new menu structure; there are times when you are learning the new system that it is useful to go back to the old menu!

GoldMine Premium - Pending and History Drop Down Lists

A client noticed that in GoldMine Premium Edition in the History and Pending tabs there are now drop down lists for each column header.

Another new feature in GoldMine Premium Edition is the ability to easily view your History and Pending items by particular users, particular dates, etc.

* Click on the History Tab of a contact
* Next to Activity click on the down arrow and choose E-mail Out
* You will now see a listing of just outgoing e-mails to that contact
* Your choices in the drop down list will be any of the activities you have completed for that
* You can do the same with any of the headers on the history tab
* You can output the information into Word or Excel by right clicking in the History area
and choose Output to and the information will be put into an Excel Spreadsheet or a Word
* When you have finished make sure you go back to the drop down under the column header
and choose "All" or you will only see the activity you have chosen to view on all of your
contact records

GoldMine Premium - The Standard Toolbar

How can I add buttons to the Toolbar in GoldMine Premium Edition?

* The Standard Toolbar has a new look in GoldMine Premium Edition. It is located at the top
of the screen and are small buttons with the name of the task beside the icon
* To add or remove items on the Standard Toolbar click on the drop down button at the far
right of the toolbar
* Select Add or Remove Buttons and choose Standard
* The Standard Toolbar list will appear
* Use the check boxes next to the items to select or deselect the items you regularly use

GoldMine Premium - Contact Search Center Groups

An added feature in GoldMine Premium now allows you to "Group" information in the Contact Search Center. A simple grouping would be the following:

* Click on the Search button and open the Contact Search Center
* Search for all the contacts within a particular state
* You can now group all of the contacts in the state by city
* Right click on the header bar in the Contact Search Center and choose Group from the menu
* A bar opens up above the search criteria area that says "Drag a Column Header here to
Group by that Column"
* Left click on the word "City" and move the Column Header up into the bar
* You will now see that all of your cities will be listed below the state in the area below the
column headers with plus signs next to each
* Click on the plus sign next to a city and it will list each of the contacts that are located in
that city below the city name
* When you have completed your searching move the Column Header back into the bar
with the other column headers and the "Group" bar will close

As you can see, the possibilities with this are endless. You can group by several different categories at the same time!

GoldMine Premium - Search Center Filters

A client asked "When I am in the Contact Search Center can I search for clients who are in a particular state and city?"

Yes, you can now easily filter information in the Contact Search Center.

* Click on the Search button
* In the drop down box next to Search by choose State, in the next box choose Equal To and in
the last box choose the State you wish to search on
* Click on the plus sign at the end of the row and another search line will appear below and
choose And in the first drop down box
* In the Search box choose city, in the next box again choose Equal To and in the last box
choose or type in the city you which to search on
* You will now only see contacts in that particular city in the state
* You can add as many lines of search criteria as you need to filter out the data you want to
view in the Contact Search Center and you have the option of using

GoldMine Premium - Scheduling Activities

A client new to Premium Edition of GoldMine noticed the four buttons across the top of the contact record and was not sure how to best use them.

* In GoldMine Premium Edition at the top of every contact record you will see four buttons -
Communicate, Schedule, Add To, Message
* You can now communicate with a contact (send an e-mail, write a letter, etc.) directly from
the contact record when you click on the down arrow on the button.
* The same applies to Scheduling. If you click on the down arrow on the Schedule button you
can now schedule activities directly from the contact record. The familiar Schedule box pops
up and you can schedule activities just as you did in previous versions of GoldMine.
* The Add To button allows you to add the contact record to a Group or Distribution List
* The Message button allows you to send a message about the contact to another GoldMine

Each of these individual items will be looked at in more detail in future tips!

GoldMine Premium - Changes

As a new user to GoldMine Premium Edition many clients would like to know all the changes and enhancements that have been made to the system. Is there a document that lists all of these?

Yes there is right in GoldMine!

* Go to Help/Release Notes
* A Word Document will open that will list all the items that have been corrected in the current
version of GoldMine as well as additions and enhancements.

GoldMine Premium - Preferences

A client asked "How can I change my preferences in Premium Edition of GoldMine?

User preferences are still in GoldMine Premium Edition. They are just located on a different menu.

* Go to Tools/Options and your preferences box will pop-up
* If you upgraded from a version prior to GoldMine 7.0 you will notice that the Internet Tab is
now the E-Mail tab
* Click through all the tabs to refamiliarize yourself with all the GoldMine preferences

Sunday, December 23, 2007

GoldMine Standard - Lookup Fields Auto Fill

A client is having an issue when running a filter on fields when users mistype information into the field. Can lookup fields auto-fill when a user starts to type in the field to avoid missing contacts in a filter?

Yes, you can activate an auto fill feature in lookup fields by changing a setting in the lookup settings.

* Go to the field you want to have auto filled
* Click on the arrow at the end of the field box to give you the pop-up box with the drop
down list
* Choose Setup
* Check the box next to Auto Fill and click Okay
* Anytime anyone starts to type in that field it will automatically fill the field from the list

GoldMine Standard - Keeping E-mail in the Inbox

A client recently asked why after they replied to an e-mail the original e-mail was moved to the filed folder. Is it possible to keep the original e-mail in the inbox until you are ready to file it yourself?

Yes, you can keep the message in your inbox by changing a setting in your User Preferences.

* Go to Edit/Preferences
* Choose the Internet Tab
* Click on More Options
* Choose the Composing Tab
* Uncheck the “Complete Original Message” option
* Click OK and OK
* You message will now stay in your inbox
* Make sure you file the message so it will be recorded in history

Friday, December 21, 2007

HSS Hyperlink

A client recently asked: Is it possible to display a hyperlink on the HEAT Self Service view of a given form?

Yes. When designing the HEAT Self Service view of any given form within the HEAT Self Service view set you can create hyperlinks using the following steps:

* Open the HEAT Self Service view where you would like to place the hyperlink.
* Add a command button to the form > Change Button Style to hyperlink
* Select Control > Connect > Autotask > Select the Home Page under FRS Websites
* Edit the link to use the web page you want to open
* Enter the link in the Text tab of the command button

Check that all users are out of Heat and that all Heat services are stopped. Then commit the edit set and the hyperlink will appear on the form you selected.

HSS Call Groups

A client asked us about HSS Call Groups: Is it possible to change the order of the tickets to show the newest at the top of the list?

First, you should know that HSS has its own set of Call Groups (unlike other modules that use the Call Groups in Call Logging). The Call Groups in HSS are accessed through the HSS Configuration Tool. Under Edit, you can select Call Groups. Generally, they are set to All Issues.

To change the order:

* Open the HSS Call Groups by selecting Edit > Call Groups
* Click Edit on the All Issues call group
* Click Order By > Remove the Ascending Order
* Click Descending > Add Call ID
* Click OK > Click Save

When you login to HSS, the most recent issues should now be at the top.

HSS Login

A client recently had the following problem: When trying to login to HSS, I am receiving an error: “Your session is no longer valid please re-login.”

This is often caused by the HEATSecG entry being corrupt or it cannot be read. To correct this, you can do the following:

* Open the HEATSecG table in database.
* Delete all entries where the UserType = "C".
* Launch the HSS Configuration Tool and select Security > Customers.
* On the General tab, select the Customer Type, select the correct View Set.
* Click Apply and Close.
* Type in your UserID and password to test that you can login.

This should correct your login issue.

HSS New Issue

A client had the following question: We would like end-users to use Heat Self Service to only check their ticket status but not submit tickets. Is there a way to remove the New Issue link?

You have a couple of options here. The first option uses Heat security to take away the rights for the HSS users to create a call ticket.

* Open the HSS Configuration Tool
* Select Security > Customers > Select Customer (e.g. Employee)
* Select the Rights tab > uncheck Add and Edit under Call Record

This will not remove the New Issue but it will prevent end-users from creating a ticket through HSS.

If you really need to remove the New Issue link, then you can edit the web page that displays the New Issue link. These are asp pages and can be edited with a web authoring tool (like Dream Weaver or Visual Studio) or with Notepad. Before you start, a few caveats.

First, make a complete backup of the folder where you are going to modify any asp page. Also, be aware that links often appear in multiple pages, so you may need to modify several pages. If this does not deter you, then here is how you would modify the asp page to remove the New Issue link:

* Select C:\Program Files\HEAT\HEATSelfService\Common\Locale
* Make a copy of the Locale folder for backup
* Make a copy of the NavigationMenuLocale.asp page
* Open NavigationMenuLocale.asp with Notepad
* Navigate to the “New Issue” section
* Remove the following lines of code from the page:

CssLocale.AddTokens(new Array(["New Issue",
["English","New Issue"],
["French","Nouveau problme"],
["German","Neue Anfrage"],

* Save the revised page > Open HSS to check the page
* Login as a user > the New Issue link should not appear on any page

If you have problems or if you later decide that you want the New Issue link restored, then you would rename the modified page and make the page you copied earlier the NavigationMenuLocale.asp page. I would also advise that you do this type of work on a test server first and then deploy it after it has been thoroughly tested by multiple users.

HSS Call Types

A client recently asked: We want our Heat Self Service users to see a limited number of call types. How can we restrict the call types in HSS?

As part of the setup and configuration of Heat Self Service (HSS), you need to use the web-based Heat Self Service Configuration Tool. This allows you to modify call types shown to the end-user. To access this tool, you would do the following:

* Select Start > All Programs > Heat > Heat Self Service Configuration Tool
* Select Edit > Preferences
* Click on the Call Types tab > Add/Remove Call Types as needed
* Click Apply > Click OK
* Click File > Save

This tool can be used for several customizations of the way that HSS appears to the end user. This includes adjusting the fields that appear in the HSS Subset and Call Logging sections, Call Priorities shown, Journal fields shown and several other sections.

CRM Maximize

When working with a client they asked: How do I automatically maximize a form when opened (e.g. Account)?

This can be done with a simple javascript code that is placed in any of the forms. The steps to do this for Account are below, but it could be done for Contacts or any other forms that you want maximize.

* Select Settings > Customization > Customize Entities
* Double click on Account > Select Forms and Views
* Double click on Form Properties > Select the OnLoad event
* Enter the following code in the window (if code is already there, enter at the bottom)

window.resizeTo(screen.availWidth, screen.availHeight);

* Make sure the Enable box is checked
* Save and close the form
* Select Actions > Publish

Maximize the main CRM window. When you click on an Account, the window should maximize to fill the full screen. Note: always back up your customization before trying anything new. You can do this by selecting Export Customizations and create an xml file of all custom changes before making any new changes.

CRM Opportunity

While visiting a client, they asked: How can we change an opportunity probability to 0% if the opportunity is put on hold.

This could be done with java script, but the fields must be on the form. We chose Work Flow Manager because it extends the functionality by allowing you to update non form fields and also related entity fields. Also, it is easier to use the Work Flow Manager. You can create this update of the probability field in a few steps:

* Open the Work Flow Manager
* Create a create workflow rule for the opportunity entity
* Insert a condition called Wait for Conditions
* Select the “<>” and insert “Wait entity condition”
* Choose the field to be updated. In this case, Status Reason = On Hold
* Insert an Update Entity action after the end wait statement by selecting the end wait statement and then click on Insert Action
* Select Update Entity and set the probability field to 0%
* Save and activate the rule

Once the rule is created it will be in effect for all future records saved to the CRM database and not perform the action on existing records. Test the workflow by changing the Status Reason to “On Hold” and the probability should automatically change to 0%.

CRM Contacts

A client recently had the following question: How can someone include a CRM Contact in their Outlook Contacts when they are not the owner of the Contact?

In the desktop client you do this by editing the Local Data group but you only get a local data group for contacts. In the laptop client, you can control what contacts are synchronized to your account by defining the Local Data Rules.

The steps to do this are as follows:

* Open your Outlook Desktop Client
* Click on CRM > Local Data
* Double click on My Contacts
* The rule will appear and you can edit it
* Modify the line that states: Owner Equals Current User
* Change Equals Current User to Equals
* Click on Enter Value and select yourself and any other user

This will allow you to synchronize contacts owned by other users to your Outlook.

CRM Probability

A client recently asked: When I try to enter the probability for a Opportunity, it is read-only. How can I add the probability?

The probability field is read-only and is changed when the Sales Stage is changed. To change a Sales Stage, you use a Workflow Manager rule:

* Open an Opportunity
* Click Actions > Apply Rule > Sale Process > select the Sales Process rule
* Click Actions > Change Stage > Select the appropriate stage

This will fill in the probability associated with the Sales Stage selected. To add Sales Stages and Probabilities, you need to modify the Workflow rule that creates them. If you open the Workflow Manager and go to Opportunity > Sales Process you will see the rule that creates the sales stages and probability

CRM Sync

A client recently asked: Is Synchronize Outlook and CRM any different than Work Offline?

Yes, they are very different. When you select CRM > Synchronize Outlook with CRM, it synchronizes your Outlook contacts, appointments and tasks with your CRM contacts, appointment activities and task activities.

When you select File > Work Offline, it updates the local CRM database on your laptop with everything from the CRM server including customizations.

So, to summarize, the first item synchronizes your Outlook content with your local CRM database. The second item updates your local laptop database with everything on the CRM Server.

Sunday, December 16, 2007

December's Penny Pincher List

5 More Penny Pinching Technology Considerations For 2008
In business I've learned that much technology is over- hyped and misrepresented. Every day I deal with stuff that doesn't work as promised. But there's a bright spot even in the vast wasteland of crappy software and unreliable hardware. I have found some penny pinching technology recommendations that are worth considering for 2008.
1. Invest in Smartphones
2. Outsource Your Phone Systems
3. Consider An Intranet
4. Create A Few Alerts
5. Bring In Main Vendors For A Show
To read the complete list, sign up for our monthly penny pincher e-mail list at

Saturday, December 15, 2007


Welcome to the Marks Group Blog. Throughout the month we'll post tips for using GoldMine, HEAT, Microsoft CRM and Quickbooks, as well as our penny pinching advice. You'll also find these tips on our monthly newsletters which you can subscribe to here: