Wednesday, February 27, 2008

CRM: Control Position of CRM Windows

A client had the following issue: The CRM pop up windows always need to be resized or repositioned to display all the information. Is there a way to standardize the way pop ups open?

Yes, you would do the following:

* Go to Settings - Customization
* Choose the Entity (i.e. Contact)
* Choose the Form - The Main Application Form
* Choose Form Properties
* Choose On Load and Edit
* Click the Event is Enabled box
* Add the following in the box:
Resize the default Window Size window.resizeTo(1000,760) window.moveTo(5,5)

You can Preview the Create Form right there to see how it works Don't forget to Publish it for others to use it.

Note: The last 2 steps above may not work for everyone. Here is a possible revision for these steps

Add the following in the box:

// Resize the default Window Size

CRM: Returning to Parent Tab

A client recently asked: What controls which tab is returned to when using Save and Close?

CRM has a lot of tabs and it is not uncommon to have many tabs open at once. The problem is that it seems to return you to the wrong tab (i.e. not the tab you want) when you use Save and Close.

By default, when you have multiple tabs open and use Save and Close to close a tab, CRM will jump to the next tab to the right. In general, that is not the tab I want. I want the tab last used (generally the tab to the left of the tab you are closing). This can modified through Internet Explorer.

In Internet Explorer:
* Open Tools > Click Internet Options
* Click on the Advanced Tab
* In the browsing options, check "Use most recent order when switching tabs with Ctrl+Tab"
* Click OK

Now you will return to the tab you had open before the tabl you closed.

CRM: Announcement Feature

A client wants to know: How can I best use the Annoucements feature?

To get the most out of the Annoucement feature, you could configure CRM so that when a user logs in, this is their default start page. To do this, see below:

* Choose Announcements from the Workplace section
* Select the Menu bar above the annoucements screen
* Select Tools > Select Options
* On the right hand side you can specify the default page.
* Drop down and pick Annoucements.

Now when a CRM user logs in, they will see any annoucements for the day, breaking news, problems with the system or your current stock price.

CRM: Changing the layout

When visiting a client, they wanted some ideas about changing the layout of the forms: Here are some tips on changing the CRM layout to better suit your business.

CRM as it comes out of the box does not always fit the needs of a client. The good news is that it is highly customizable. Here are a few ways to make your CRM forms more business-friendly:

1. Move the Notes field to the bottom of the Contact form instead of keeping it on its own tab. Makes it more visible and requires fewer clicks by the user.

2. Move the required (red) fields to the first tab. This also reduces the number of tabs that users need to click on. It also increases the possibility that users will not use the other tabs, so it should be discussed first.

3. Share the Using Microsoft CRM website. This enables you to do your own studying and research which increases the probability of a successful implementation.

4. Have your partner set up some public views that match your current Excel worksheets being used and then teach a few staff members on using Advanced Find to setup Views.

This enables users to get information out of the system (which is very important). Also, learn to set up some Dynamic Excel Worksheets and show other users how this works.

5. Add a Source Description field. Source is a pick list defaulted on the lead record. The source field is populated through Settings and not easily updated on the fly.

The Source Description field can used to expand on the picklist item. For example, the Source picklist could be Trade Show and the Source Description could expand on the details of the show including name, date, products, etc.

All of these changes can be easily done through the Customization Tool under Settings or the Advanced Find located on the main menu.

CRM: Quick Campaign?

A client asks: Which is better, a campaign or a quick campaign?

That really depends on why you want to run a campaign. If you need time to plan, form teams, conduct events, make phone calls, send flyers and emails, then you probably want to run a campaign. If you want to quickly drive up sales at month end, then you would use a quick campaign to get the word out.

In this case, we selected a quick campaign. The steps for running a quick campaign are below. A quick campaign can be generated from an ad hoc target list of leads, accounts, contacts and marketing lists and uses email to produce immediate results.

Step 1: Select your email recipients

You can start in the Sales or Marketing areas. There are several ways you can select the recipients for your email quick campaign. Unlike a standard marketing campaign, you can create quick campaigns from:

* Lists in the Leads, Accounts, and Contacts areas
* Existing marketing lists
* Lists that were created from Advanced Find queries

Step 2: Create the quick campaign

With your Leads, Accounts, or Contacts area list, marketing list, or Advanced Find query open, you’re ready to create your email quick campaign.

* Select the scope of your campaign: a specific marketing list or group of leads.

* On the Actions toolbar, click Create Quick Campaign, and then select the scope: such as For Selected Records or For All Records on Current Page.

* In the Create Quick Campaign Wizard, click Next.

* On the Specify the Campaign Name page, type a name for your campaign.

* On the Select the Activity Type page, for Activity type, click Email.

* For Assign these activities to, verify that Me is selected.

* On the Specify the Content of the Activity page, type a subject, the email message, and any
other information that you want to include in your email message.

* When you’ve finished setting up your email message, click Next.

* On the Completing the Create Quick Campaign Wizard page, verify that the information about your quick campaign is correct, and then click Create.

Note: the application sends your email messages when you click Create.

Step 3: Make sure that the email messages were sent

If you want to double-check that Microsoft Dynamics CRM sent your email messages, you can check the status of the email activity the application created for each message.

* Under Marketing, click Quick Campaigns.
* Double-click the quick campaign you created earlier.
* In the Quick Campaign form, scroll to the right until you see the Status Reason column.
* Check to make sure that the status is listed as Sent and not Draft.

If any of the email activities are listed with the Draft status, open them, correct any issues that may have caused the failure (such as a missing email address), and then click Send.

Tuesday, February 26, 2008

Heat: Links in Heat Self Service

A client recently asked: Is it possible to add links to external web sites in HSS?

Yes, you can add a link in HSS by using the Administrator:

* Open Administrator > Create New Edit Set
* Select Call Log > select the Self Service viewset
* Open the viewset > Add a text box to the form
* Insert html code in the text box that directs to the web site

For example, add and it will
be retrieved when the link is clicked.

Commit the edit set and test the link from Heat Self Service.

Heat: Multiple Entries in Memo Field

A client recently had this question: Can I create a drop down that populates a memo field (like in the Journal) but that adds multiple entries instead of overwriting the entry already there?

This is possible if you follow the steps below:

* Open Administrator > Select New Edit Set > Go to the form
* Add validated drop down and memo field to hold the entries
* For the drop down field, add a table to hold values to populate
* For the memo field, you need just a default memo field
* Create the fields in the table view and then add to form
* Create the table (e.g. Vendors) to validate the Vendor field
* This table will be used to enter Vendors in Table Maintenance
* Validate table to the Vendor field > Uncheck “Show as drop down list”

The remaining functions will be completed by an autotask, so add a command button to the form that can be connected to an autotask.

* Open Call Logging > Select Manage Autotasks
* Create New Autotask > Add Update Call action
* In the Update Call action, add the following to the Vendor field:

{@Functions.@ValidatedPrompt()Click button to enter multiple Vendors.,Vendors,Validation,Vendor}

* Add a second Update Call > Select Journal > Select EntryText2
* In the EntryText2 field, add the following expression:

{@Functions.@Calculationstrconcat({Journal.Vendor}+; +)}

This will add multiple Vendors to the EntryText2 memo field and separate them by a semi colon and space. After completing this autotask, attach to the command Button and run from there.

Heat: Adding Custom Bitmaps

A client asked: How do I add a custom bitmap to a command button?

First, you must create the bitmap. To do this, you can use something as simple as Paint or a more advanced tool like Adobe Photoshop. When you create the bitmap, it should be 16x16 pixels (can do this in Paint or Photoshop)

Once the bitmap is saved, you need to use the Heat Administrator to add the bitmap to a command button.

* Open Administrator > Select New Edit Set
* Open the form to add the bitmap to a command button
* Add a command button and size it to fit your bitmap
* Right click on the button and select attributes
* Go to the Image tab and select custom images
* Select your image and click OK

This will place your image on the command button. You then must connect your command button to an autotask or report. For example, if you added a Play button to your form, this could be connected to an autotask that uses the @validateprompt function to display long lists of entries (greater than 60).

Heat: Attaching Documents Dynamically

A client recently asked: I have an autotask that uses the Send Message action. When this runs it also needs to send attachments with the email. The problem is that the attachments will change each time and need to be added dynamically. Is there a way to do this?

Yes, but out of the box, you would need to edit the Autotask and click on the Attachments button in the Send Message action to change the attachment sent with the email. This would not be workable for end users.

A workaround for this is as follows:

* Edit the Autotask > Send Message action
* Click Attachments button > Browse to attachments folder.
* Select attachment and > Delete document before the slash.
* In the Send Message line insert @Prompt after the last slash
* Enter a prompt: “To attach files, enter name with extension."
* When the autotask runs, a prompt will pop up
* Type in document name > the email will include the attachment.

Note: This is necessary when running MAPI for email and requires that the attachments be stored in a common location. It also requires that the user end the full document name including extension.

Sunday, February 24, 2008

GoldMine Standard - Email signature template

In GoldMine you can easily set up an e-mail template with your signature line and use this for all of your e-mails.

* Go to the Document Center (click on the Write button)
* Right click on E-mail Templates and choose New
* A blank e-mail template will open
* In the subject line type in what you want the template to be named, i.e., "Genes signature"
* In the body of the e-mail enter two or three lines and type in your e-mail signature, i.e.

Gene Marks
The Marks Group

* Click on save template (the disc icon in the upper left corner)
* If your alerts are on a alert box will pop up, click okay
* The Mail Merge Property Box will pop up and click on cancel as you will not be merging this
* Right click on the template itself and choose Set as Default and choose New Message
* Repeat the process for Reply and Forwarding Message
* Close the Document Center and each e-mail you create will now have your signature on
the bottom

GoldMine Standard - Hiding the Org Chart

A number of client do not use the Org Chart but the area where the Org Chart is located always automatically opens when you maximize the screen. You can stop this by changing a preference.

* Go to Edit/Preferences
* Go to the Record tab
* Uncheck "Open the Org tree when maximized"
* Click okay and the Org tree area will only open when you click on the blue grabber bar on the
left side of the contact record

GoldMine Standard - Linking Folders to the Link Tab

Clients often want to link an entire folder and not just a document to the links tab. This can easily be accomplished by following the steps below:

* Go to the Links Tab
* Right click in an area on the Tab and select New
* Enter the name of the folder in the Document Name Field
* Browse out to the folder that you want to link and choose any file in the folder and click okay
* Edit the file name line to remove the file name and backslash so the path in the line is only
to the folder
* Click on okay and now if you click on the link you will be take directly to the folder

This tip will also work in GoldMine Premium Edition

GoldMine Standard - Records with no History

Many clients have records that have no history associated with them for a particular timeframe. They either move them into an archive database or they delete the records. You can fine them by running the following SQL Query.

* Go to Lookup/SQL Query
* Copy and paste the following into the SQL Query Box:

Select *
From contact1
Where accountno not in (select accountno from conthist
Where ondate >= '1/1/2006' and ondate <= '2/15/2008') * Click on Save and name the query and save it * Click on Query and the results will be returned * You can now create a group from the SQL Query results and either move the records
into another database or delete them
* You can use this query over again and just change the date range

This tip will also work in GoldMine Premium Edition

GoldMine Standard - Carrying over Completion Notes on Activities

Many clients don't realize that with a quick preference change you can carry of your completion notes from activity to activity so you don't have to type in the same information over and over.

* Go to Edit/Preferences
* Go to the Schedule Tab
* Check the box next to "Carry over completion notes when scheduling follow-up calls"
* Having this box checked will actually carry over notes from activity to activity on all activities.
You can easily delete any information you don't want but you do not have to retype
information from activity to activity.

This tip is also applicable to GoldMine Premium Edition. You will find preferences in GoldMine Premium Edition at Tools/Options.

GoldMine Standard - F2 Lookups - adding additional information

Many clients want to add multiple entries in fields. This can be accomplished by editing your F2 Lookups.

* Choose a field where you would like to add multiple entries from the F2 Lookup list.
* Click on the arrow at the end of the field box
* When you add a new item into the list put a ; (semi-colon) at the end of the name, i.e.,
* You can also edit any existing entries and add the semi-colon to the end
* You can now populate your field with multiple entries and each will have a comma in between

This tip also works in GoldMine Premium Edition.

GoldMine Standard - Duplicate Records

Many clients have databases that have duplicate records. The SQL query below will return information based on the company name being duplicated in the database.

* Go to Lookup/SQL Query
* Paste the following into the SQL Query box:

select company,contact,address1, address2, zip,phone1 from contact1 where company in (select company from contact1 group by company having count(*) >1) order by company

* Click on Save and name the SQL Query and save it
* Click on Query and the results which will list Company name, Contact name, Address 1 & 2, zip and phone1 for any records with duplicate company names
* You can now right click in the return area and choose "Output to" and output
the list to Excel or Word and you can start to clean-up your database

This will also work in GoldMine Premium Edition.

GoldMine Standard - Logging into GoldMine

Many times when we go to clients and start GoldMine from their desktop icon the wrong name appears in the Username box. There is a way to fix this so your username automatically populates the box.

* Close GoldMine and right click on the GoldMine icon on your desktop.
* Choose Properties and the GoldMine Properties box will pop-up
* Go to the target line and put your cursor at the end of the line.
* Hit space and type in /U:Username (put your username here)
* The next time you log into GoldMine your username will be in the Username box and you
only need to enter your password (if you have one!)
* You can take this one step further and also include your password.
* After your user name information hit the space bar again and type in /P:Password (fill in
your password here)
* The next time you log into GoldMine the username and password will be automatically
populated and you will be logged directly into GoldMIne.

GoldMine Premium Edition - Indexed Fields

A quick tip for GoldMine Premium Edition!

* All of the fields in GoldMine Premium Edition are indexable. You can click on the label on any
field, even user defined fields, and it will bring up the contact search center and allow you to
search on that field.

GoldMine Premium - Creating and Saving Filters in the Contact Search Center

You can easily build filters in the Contact Search Center in GoldMine Premium and then save them right from the Search Center.

* Open the Contact Search Center and in the boxes after Search By box choose "State" in the
first box, "Equal to" in the second box and then enter the State name in the third box.
* At the end of the row click on the "+" sign and in the next row put in "City" in the first box,
"Equal to" in the second box and in the third box put in the name of a City within the State.
* You search center will now list all the records with the City and State you requested.
* In the top left corner of the search center click on the arrow next to Save and from the drop
down list choose Save as Filter
* The New Filter box will pop-up and you can name and save the filter
* You can look at all of your filters and groups by clicking on the grabber (small blue bar with
arrows above and below it on the side of the Contact Search Center) and displaying all the
filters and groups

GoldMine Premium - Tabs

Here is an easy tip for the tabs in GoldMine Premium Edition!

* In previous versions of GoldMine if you wanted to move your tabs you had to go through your
preferences and rearrange the order and you could not move any custom tabs.
* In GoldMine Premium Edition you can "drag and drop" all the tabs into the position you want
* You can also still move the tabs as you did in previous versions of GoldMine. Just click on the
down arrow with the bar above it to the left of the tabs and choose customize.
* The Display Tabs screen will pop-up which will allow you to choose/remove/move tabs as in
previous versions of GoldMine.

Wednesday, February 20, 2008

QuickBooks Enterprise-Funds Transfers

An Enterprise 8.0 user asks “ What is the best way to record funds transferred between accounts?”

You can transfer funds between checking, savings, and money market accounts in your chart of accounts, but you cannot transfer funds between A/P and A/R accounts. For example, you might need to transfer funds from a savings account to a checking account to cover your weekly payroll, or you might want to transfer funds from your checking account to your petty cash account.

To do this task:

1. Go to the Banking menu and click Transfer Funds.
2. In the Transfer Funds window, select the account from which you want to transfer the funds.
3. Select the account to which you want to transfer the funds.
4. Enter the amount that you want to transfer.
5. Save the transaction.
Note: If you choose to get funds into your petty cash account using the QuickBooks transfer feature, you must remember to move or withdraw the real funds, too. For example, if you transfer $100 from your checking account to your petty cash account, you need to either cash a check for $100 or withdraw $100 using your ATM card.

QuickBooks Enterprise-Write Checks

An Enterprise client states that they mistakenly paid bills entered in the “EnterBills” window in the Vendor Center with checks written in the “Write Checks” screen of the banking menu. In doing so, the checks will not be linked to the bills and the bills will remain open and unpaid. How can this be fixed?

There are two ways to correct this problem:

1) Delete the bills that are open and leave the Write Checks transaction in place. (Use this option only if you don’t need to track the bills and bill payments through accounts payable.)
2) Pay the bills in the vendor center and delete the Write Checks transactions. ( Follow this procedure if you want to pay the open bills and delete the Write Checks transactions that were created in error.) To do this…

Backup your company file before you begin.

Open the register for your checking account (Lists menu>Chart of Accounts>double click the account). Make a list of the checks created in error and include details such as the vendor name, payment date, check number and amount paid.

Go to the Vendors menu and click Pay Bills. Enter the bill payments using the same payment dates and check numbers that you used in the Write Checks window. Click the Payment account drop down arrow and choose the same checking account that you used in the Write Checks window. Click the payment method drop down arrow and choose Check. Select the Assign Check No. option so you can attach the correct check numbers to the payments. For the payment date, choose the original payment date you used in the Write Checks window. If there is more than one date that you need to recreate, repeat these steps for each date. Click in the check mark column next to each bill that you want to pay for this payment date.

If you have discounts or credits to apply to a bill, select the bill, and click the Set Discounts or Set Credits button as needed. When you're finished entering the bill payment information, click the Pay Selected Bills button. In the Assign Check Numbers window, select the option Assign the appropriate check number to each bill payment check, and enter the check numbers for each bill payment using the same check numbers you used in the Write Checks window. When you are prompted that the check number has already been used, click ”Yes” to continue. You will be prompted for each check number that you are duplicating.

When all the bills are paid, open your checking account register again. You should now see two entries with the same check information. One will be type CHK and one will be type BILLPMT.

To delete each CHK entry, select the entry, go to the Edit menu, and then click Delete Check.
Note: If you reconciled your checking account prior to deleting the CHK transactions, you must reconcile your checking account again.

Tuesday, February 19, 2008

QuickBooks Enterprise-Entering Credit Card Charges

A QuickBooks Enterprise client asks how to enter credit card charges in QuickBooks:

To enter credit card charges, be sure to set up a GL account for each credit card. Then select Enter “Credit Card Charges” from the Banking drop down, select the credit card account and enter the individual charges as they are incurred and charge them to the appropriate expense account. You can also download credit card charges online from your financial institution directly into QuickBooks. Go to Banking>Online Banking >Setup Account for Online Services, and follow the onscreen instructions for easy setup.

Once your account is setup for online banking, you can download transactions when you want and code them to the proper expense categories. When your credit card statement/bill comes in you will need to reconcile the charges to the statement similar to the process for reconciling your business checking account.

QuickBooks Enterprise-Bank reconciliation

A QuickBooks Enterprise user asks: How do I balance my business checking in QuickBooks?

The bank reconciliation feature in QB’s Enterprise can be accessed in one of two ways: 1) by choosing the “Reconcile” icon from the Banking area of the Home Page or 2) from the QB’s toolbar Banking drop down>Reconcile. This displays the “Begin Reconciliation” window where the account is selected and the bank statement date and ending balance are entered. Interest earned and/or service charges incurred are entered on this screen.
Select “continue” and a window displays showing all transactions since the last reconciliation was performed. Mark all transactions that have cleared the current bank statement. Once the difference shows as zero. Select “Reconcile Now” and print your reconciliation report for your files.

QuickBooks Enterprise-Closing Multiple Windows

Ever have so many windows open at one time in QuickBooks that it takes awhile to "X" them all out? There is a quick way to close all open windows in QuickBooks. Go to Window in the dropdown toolbar and select "Close All"'s that simple.

Monday, February 18, 2008

February's Quicker! Better! Wiser! List

5 Small Business Technologies That DON'T work!

I've used a lot of things that just don't work as advertised. Maybe it's me or maybe it's just bad luck. Or bad stuff.For example, I've never had any success with vitamins - I still get sick just as often. Teeth whitening products have failed me. So has the Atkins diet. Rogaine shampoo? I just grew a little peach fuzz..Using my frequent flier miles has always been a huge frustration - except for that one time I flew to Fargo on a Saturday night in February. Baked potato chips? They taste like wood. Katie Couric delivering the news? Doesn't work for me. Neither did Marie Osmond's dancing. And did you know that Viagra can cause rectal bleeding? Well, let's just leave it at that.Unfortunately, it doesn't end there. My life as a small business owner has also been littered with stuff that doesn't work, particularly technology. We business owners are subjected to an endless array of tools that never fail to disappoint. We're promised. We pay. And then we're let down. This list of over-hyped and underwhelming software and services changes frequently. So here's a quick snapshot of ten business technologies, in no particular order, that don't work. At least this week.

RSS Feeds
Bob, an electrical contractor, knows what RSS stands for, and I feel sorry for him. He found out the hard way. He had the misfortune of signing up for an "RSS Feed." This is another misnomer designed to make us feel like we're getting a "feed" of data just like all the really, really important media people do. Bob was hoping to get industry and technical data "fed" to him on demand. Unfortunately he experienced what I've experienced: an endless stream of meaningless items sent into an overly large window in one's browser that winds up distracting more than informing. When he first tried RSS he thought "Wow, I can immediately be updated on industry developments, product updates, important news from Yahoo and even get a new joke from The Onion as soon as they're published!" It then became a cumbersome mess. Like Bob, most of the business owners I know have abandoned RSS and gone back to controlling when they get their information. Still don't know what RSS stands for? Trust me, it's just not that important.

Spam Filters
I get this question at just about every presentation I give to business owners: "What SPAM filters do you recommend?" My answer: none. They all suck. Let's face it: you're not going to eliminate spam in your business. Instead you're going to waste money on the latest filtering technology that does nothing more than block that key email you were waiting on from a prospective customer. Or require a sender to complete a Sudoku puzzle before "allowing" their email to reach your inbox. Oh sure, like some 9-5 manager at Symantec is going to outsmart that dude in Africa who wants to park his $10 million inheritance in my bank account in exchange for my social security number. No way. In the end, it's cheaper for your employees to just sort and delete spam as it comes in.

Software Betsy was looking for just the right technology to slow down her employees' workstations and significantly degrade the performance of her business applications. Well, she found it and it's called anti-virus software. As an added bonus, she's unable to install or upgrade new applications without a team of NASA trained IT consultants. Unfortunately, Betsy's had more problems, and spent more money with her IT firm trying to work around anti-virus software then she probably would've spent if she received an actual virus. What does a business owner do to avoid viruses, worms and other evil applications that can wreak havoc in our systems? Our tools are still too limited. Even telling your employees, for the 900th time, not to open up suspicious files, doesn't seem to work. I don't have a very good answer for Betsy's dilemma. But I do know the current group of anti-virus software applications don't do the job for small businesses.

Ooooh, Jamie you started a blog for your business? That's dope! Now you just got to go out and get some accessories too. Like a pair of those black rimmed rectangular glasses and a Starbucks card. And some Kanye West on your iPod. Sweet! Oh, and by the way you need to set aside about 17 available hours during each day so you can write and maintain that blog. Dude, it'll be so viral. What's that Jamie? You're not in the media? You don't work for a software company? You just own a hardware store? Dude, that's a drag! Any cameltoe shots of Lindsay Lohan? No? That's a downer too. If you don't have something new to say each day, no one's going to bother to stop by and check out your blog. It'll be, like, so lame. And if you do have something man, just be careful you don't give away too much information. Total buzz-kill. You didn't consider all this? You don't have the time? You're not such a great writer anyway? Word, man. Word.

Search Engine Optimization
You mean for $5,000 I can get my company's name on the very top of Google whenever "naked woman" is searched? Where do I sign? Many business owners have been fooled by the allure of search engine optimization (SEO) firms - and I'm one of them. I forked over a bunch of dough to a firm in California who promised to get my company's name on "all the major search engines" when someone was looking for products that we sell. How did they plan to do this? I'm still not really sure, but it had something to do with spiders, black hats and link farms. That should've been enough of a hint that witchcraft was involved. I'm surprised they didn't use a toad's tale and a bat's head. See where this is going? That's right. No where. After a brief flirtation with page 47 on MSN Search, I gave up the chase. SEOs probably do the job for companies with oodles of money to spend, but not for the typical small business.

Tuesday, February 5, 2008

BusinessWeek Article

Here's my latest article from, "Worthwile Small Business Technologies."

Saturday, February 2, 2008

Resetting Call ID in Heat

A client recently asked: Is it possible to reset the Call ID back to '000001'?

Yes, although it requires that you have access to SQL Server and can edit tables. To begin, you should open Enterprise Manager.

* Open the Heat database > Open the HeatSeq table > Return All Rows
* Locate the Call ID field > Enter 1 (or whatever value you want)
* Close the HeatSeq table
* Open Call Logging > Open the All Calls call group
* Select File > Delete Record
* When prompted to delete the record or the group, select the group

This will clear all tickets and set your Call ID back to 000001. This process can be done when first setting up a Heat system and need to remove the test tickets and reset the Call ID back to 000001. Be sure to backup your SQL database before starting any of the steps above.