Friday, January 29, 2010

MSCRM: Renewal Workflow

I'd like to have a process that runs daily and creates an new opportunity when a contract end date is with 2 months of coming due. The opportunity would be to renew the contract. It should also send an email about the contract expiration.

This is fairly easy with CRM 4.0. First you create a workflow on Contract.

* Scope could be Organitazion.
* Check for when record is created
* Check for when attribute is changed, select the Contract End Date.

* Add a Step called Wait condition
* Click to specify this workflow condition.
* Select Contract, then Contract End Date, then On
* Then click inside the select value textbox,
* On the Form Assistant on the left, select 2 months,
* In the Look For select Workflow and click Execution Time below.

* After this click save and close.
* Select the row below, add a new step called Create Record.
* Configure the Record as Opportunity and when finnished
* Select the Create Record condition, add a step called Send Email.
* Configure the email and when finnished
* Select the Email condition
* Then add a workflow condition of Stop Workflow.

This should do what you want. You could even create a child workflow that sends an email after the contract expires.

MSCRM: Adding to the Training Marketing List

We showed you how to create a Marketing List using a workflow. This Marketing List tracks interest in purchasing classes. So, how do you populate the Marketing List with these students?

An easy way is to use Advanced Find that adds Accounts or Contacts that have received quotes for a Class:

* Setup the Workflow and Marketing List (below) for classes
* Open Advanced Find and select the type to add (Account? Contact?)
* Click select and add Quote (Potential Customer)
* Select name contains e.g. CRM 101
* Save the Advanced Find as CRM 101 Quotes

When you want to populate the CRM 101 Marketing List, open the Marketing List and click Manage Members. Use Advanced to Add Members and select the saved Advanced Find named CRM 101 Quotes.

This will give you a list of interested students and provide a means to communicate with them.

MSCRM: Hiding Sections and Tabs

I have seen lots of examples to hide CRM 4.0 tabs in various forms, but how do you hide a section?

Here are sample scripts to hide sections and tabs in CRM 4.0:

You need to specify a control id from the section:

//to hide section

crmForm.all..parentElement.parentElement.parentElement.style.display= 'none';

After you find the ID of a tab, here is how to hide it:

//hide tab: tab1

crmForm.all.tab1Tab.style.display = "none"; //hide

There are lots of way to hide form elements. You can find a number of techniques by searching our blog for previous examples.

MSCRM: Creating Marketing Lists with Workflows

One thing I have always wondered about is the ability of the CRM 4.0 workflow to create a Marketing List. Why would this be useful and how would you use it?

After some thought I have come up with the following scenario:

I am starting to offer CRM training courses at a training center. The training will be broken down into various levels and courses.

So, it would be nice to have a Marketing List for each course so that I could communicate with any person that has purchased the course.

The Workflow
Create a workflow that will automatically create a Marketing List when a new Course is created. In my case, I am using Products to list the courses, so that is my Entity in the workflow.

The workflow needs to run when the Course (Product) is created, so check the Record is created check box. I also checked On Demand so that I could start the workflow manually.

There is only one workflow step involved, which is the actual creation of the Marketing List record, which is structured as listed below:

Create: Marketing List [Set Properties]

The name is the Product Name (Course Name). The Member Type is Contact, since all of my users will be Contacts. And the Purpose is a summary of reason for the Marketing List withe the Product Name inserted.

Publish the Workflow and create a new Product (e.g. CRM 101). Go to the Marketing tab, select Products and check that your new course has been created. Open the Marketing List section and your CRM 101 Marketing List should be created. If not, you can create it by running the workflow manually.

Using a workflow to create new records is pretty standard stuff, however, I find the option to create a Market List unique and something that should start you thinking about new ways to use workflows.

Note: this process could be further developed by creating an Entity called Classes (instead of just using Products) and also by developing javascript that adds the student to a Marketing List once they have purchased a course. With these additions, you would have a solution that is fully maintained without additional user actions.

MSCRM: Edit data with Workflows

CRM workflows can be used for all types of situations and sometimes you might be surprised by what you can do with the Workflow tool.

For example, supposed you added a large group of Accounts and then realized that all the Territories are incorrect. You could edit them by hand, use a bulk edit technique or write some code.

All of the above methods, however, can be time-consuming and impractical. So what about a Worklow? You may have not considered workflows for editing data but often they can be the quickest way to change a large number of data records.

Create the workflow:
This is pretty basic workflow. Give the workflow a name and select the Account entity

Set the scope to Business Unit (or whatever is necessary for the edit). Clear all the check boxes except On Demand because the workflow will be executed manually.

Add a workflow step
In this case, we need to add an Update step to the workflow. We will be updating Territory based on a condition, so the workflow should be structured as shown below:

* Check Territory
If Territory(Territory):Territory equals [US East], then;
* Update Territory
Update: Territory [Set Properties]

In the Update statement, set the Territory to the correct entry (e.g. US West). After publishing the workflow, we can run it.

Executing the workflow:
Return to the Account View and select all of the records that need to be updated. When you click run workflow button, a dialog box will appear. You need to click OK to run it.

After waiting a short period of time for the workflow to run, check the Accounts and they should be updated.

This is meant to give you some ideas on using Workflows to edit all kinds of data (not just Accounts). It is a quick way to update large amounts of data and easy to do.

Thursday, January 28, 2010

GoldMine: Improving the Email Client

Would you like to improve the GoldMine email client and add more formatting features?

I often hear clients say that they wish that GoldMine had a better email client.
If this is your case, you may want to check out the GoldMine email features below that can get overlooked. (Note: these options require that HTML email is selected).

Bullets: Adding bullets to emails is possible. It is not on the email toolbar, however, if you right click on your highlighted text you’ll be able to select 'Style' from the local menu and on that list you’ll see the option for 'Bulleted List'.

Numbered List: A numbered list is also available from the Style menu.

Background Image: Inserting a background image is available from the toolbar as well as the right click menu under 'Insert'.

Heading Options: A quick way to add a bold heading to your email is to select one of the various heading options under the Style menu. They go from largest to smallest (1 is the largest).

Hyperlink: Insert a link behind any text, which will be available when the reader clicks on your text. This feature is available from the toolbar as well as by right clicking on your highlighted text and selecting Insert > Insert Link from the menu.

Of course, you can always create an email template with elaborate graphics, backgrounds and interactivity. If that is what you need, then use an HTML editor to create a template.

Sometimes, however, simpler can be better. Simpler emails get through spam filters easier and with the features above can be easier to read and are more often are replied to. Don't lose sight that the objective is to get your message read and the features above can help clarify your message.

GoldMine: Color GoldMine Fields

I would like to make certain fields more visible to users based on the importance of the field. Is this difficult?

If you have already indentified what fields are important for users to notice, then it is actually very easy. One of the most effective ways to make fields stand out is by using color to grab the user's attention.

For example, there may be fields you want users to notice when it is filled in. For these fields, make the data red.

If you want users to also notice certain fields when they are not filled in, then make the label red.

Here’s how to do both:

The first example, making the data in a field a specific color is the easiest. Right click on the field and select Properties. In the Color tab, assign a 'Fixed Color' to the 'Data Color'.

In the second example, to make the label stand out if the field is empty, requires an expression that will remove a special label color when the field data has been filled in. Here’s the expression you need and where it goes.

Note: The following expression will make the Source field label red if it is empty and black if it is not empty.

Right click on the field > select Properties
On the Color tab, select Expression under Label Color

iif(Empty(CONTACT1->source), 255, 0)

Your expressions can be much more advanced, for example, controlling the color of one field based on the value in another field. So, instead of using GoldMine's default colors, use specific colors to catch your users’ attention.

GoldMine: The Improved Toolbar

Do you know about the improvements to the GoldMine Premium Toolbar?

The Toolbar displays in a more readable format in GoldMine Premium and also takes up less space. It’s definitely worth revisiting your GoldMine toolbar and making sure you’ve added icons for the functions that you use frequently.

It is also much easier to add any menu choice you wish:

* Select the drop down from the end of your existing toolbar
* Choose 'Add or Remove Buttons' > select from 'Standard' choices
* As an alternate, you can also click 'Customize' on your toolbar
* Then drag any menu item from the Commands tab to the toolbar.

In older versions of GoldMine, setting up your toolbar could be a time consuming chore. Now you can easily rearrange and add to the Toolbar in a few minutes.

GoldMine: Finding Email Merge Codes

We need to get a count of Additional Contacts based on various criteria. Is there an easy way to do that?

You can identify different types of additional contacts using email merge codes. Then you can search additional contacts based on a merge code. This could be used to get a count, or even to generate a targeted list.

The query below can be pasted into GoldMine’s query window. Before you run the query you just enter the Merge Code you’re looking for in the query where it says 'ENTER MERGE CODE' (leave the single quotes).

Select Contact1.Company, Contact1.Contact, Contsupp.contsupref, Contsupp.address2 from Contact1, Contsupp where Contact1.Accountno = Contsupp.Accountno and Contsupp.contact like 'E-mail Address' AND contsupp.mergecodes like 'ENTER MERGE CODE'

After you run it and test it, press “Save” so you can use it again in the future. Then by just changing the Merge Code you can get results for any Email Merge Code you need.

Wednesday, January 27, 2010

GoldMine: Display View Counts

Do you ever need to know the number of pending calls for the month or number of history items for a contact?

In virtually any tab or center in GoldMine Premium, it is possible to display a count of the number of items/rows in a view.

For example, select Activities > Calls. Then right click in the data area and select “Summary” from the local menu. In the lower left hand corner of the window, you’ll see the count. You can then leave this on all the time

In addition, you can select any item in the Activity List (Actions, Appts, Events, etc) and see a count for these activities. This summary function also works in the tabs (pending, history, etc) and other views.

GoldMine: Reduce Taskbar Clutter

We use the GoldMine Taskbar to link to key documents. Over time, however, it has become cluttered. Is there a way to organize these Taskbar documents?

Yes, one way to remove the clutter from your Taskbar is to change the way you link to your key documents.

First, organize the Taskbar links into logical groups (e.g. Operations, Development, and Deployment) that encompass the linked documents. You can then modify the Taskbar to link to these groups instead of individual documents.

You would do this as follows:

* Right click on the Taskbar > click Customize Taskbar
* Right click and add the Groups for your documents
* Add an item to Group > select Website (instead of Document)
* In the URL, add a file location instead of a url
* Enter file:/// followed by the drive letter and path

This will open a folder of documents (instead of a single document) where you can then select from any document in the Group. The Taskbar will then be organized into folders of documents instead of individual document links. This will go a long way to reducing Taskbar clutter.

GoldMine: Process Monitor Problem

The Process Monitor is stuck in a docked position and will not open. What can be done to resolve this?

In the event a GMPE user’s Process Monitor becomes stuck in a docked position or will not open, the following should release it:

* Have the user log out of GoldMine
* Log into the SQL Management Studio
* Select the Goldmine database
* Expand the tables
* Look for a table called “Environment” and open it
* Look for an entry on the left called “ProcMon”
* Delete the entry for the user with the process monitor problem

Have the user login to Goldmine and the process monitor should be undocked and should be able to be opened.

GoldMine: Setting up Gmail in GoldMine

Is Gmail compatible with the GoldMine mail client? If so, how do I set it up?

Yes, Front Range made enhancements to Goldmine Premium Edition 8.5 which now allows you to use Gmail with their email client.

To add your Google email account to Goldmine, do the following:

* Click on Tools > Options
* Select the Email Tab > Click Accounts
* Under Account name, type a descriptive title for your Gmail account

Here is what you need to do to send and retrieve:

On the Getting Mail Tab:

* Leave the Pop3 radio button as is
* Under server, type pop.gmail.com
* Enter your username and password.
* Select Auto-retrieve and Auto-Delete
(which will retrive your email and delete it from the server).
* Select “Use encrypted connection (SSL)”
* Update Port to 995

On the Sending Mail Tab:

* Under SMTP server, type smtp.gmail.com
* Type in your email address, username and password.
* Leave Authentication on Login
* Click on “Use encrypted connection (SSL)”
* Update Port to 995

Test your Gmail account in the GoldMine Mail Center.

Tuesday, January 26, 2010

GoldMine: Taskbar Problems

We are trying to add a Task Bar to GoldMine and having problems. We are following the correct procedure but cannot get past the first step. What might be causing this?

First, here’s how to create a new task bar group and item:

* Click on the Customize option on your tool bar task bar
* Right click on the task bar
* Select “Add New Group”
* Give it a name and select “OK.”
* Start inserting items to the new group

If you are using the procedure above and getting nowhere, you should check your User Preferences:

* Click Edit > Options > System tab
* Under Navigation > check Use Classic Goldmine Menu
* Click OK

Under the GoldMine Windows menu, the option for Taskbar should appear. Select it and then right click on the Toolbar. You should now be able to follow the procedure above.

In addition, GoldMine users with master rights can customize the Task Bar to create either Global taskbars (for all users) or Local task bars (just for each user).

Crystal Reports : Grouping on a Formula

One of the most effective techniques I've learned is how to group on a formula.
Think of it this way: the logic of the formula can be whatever you want it to be. So, any "high-level" corporate logic can be expressed here.
Take for example a table called HISTORY in which are listed history items per user.
Let us create a formula that will "kick-out" a value based on HISTORY.DATE.

IF {HISTORY.DATE} > CURRENTDATE - 30 THEN "History within 30 Days" ELSE
IF {HISTORY.DATE} < CURRENTDATE - 30 THEN "History beyond 30 Days" ELSE
{HISTORY.DATE}

Now this formula can be used as a Group.

You will notice that the last line is an ELSE {HISTORY.DATE}. This is because if a {HISTORY.DATE} does NOT fall into our formula criteria, then it will be "skipped". The final ELSE works as a "catch-all".

Crystal Reports : Changing Groups

One of the most powerful features of Crystal is the ability to Group data.
And once you have some summaries working for you, groups, then, become synonymous with Dimensions. Think pivot tables.
It is a very common thing to change the dimensions of a report.
In Crystal, select Report | Change Group Expert.
From here, you can select a Group and use the arrow [mouse] buttons to change the "level" of the Group.
Clicking "Options" will allow you to change the Group Field, effectively picking a different dimension.

Crystal Reports : Changing Data Location

Typically reports in development are tapping a "test" data source.
When it comes time to turn it loose on production, it is an easy enough procedure to "point" it at a different [live] database.

1. Select Database | Set Location.
2. Select the first table in the list.
3. Click the "Set Location" button.
4. Use the Data Explorer to browse to your new [live] datasource.
5. Expand the new datasource and find the corresponding table, then hit "Set".
6. Crystal will prompt you to "Propagate changes across tables with the same information".
7. Click "Yes" to automatically set the location of all your tables.

Crystal Reports : Changing Schema and Verifying the Database

If you must add or remove columns from a table referenced by a Crystal Report, you need not "re-add" the table in question to "see" your new fields.
After making your changes, select Database | Verify Database.
Crystal will now tell you that the database has been verified. You may also see some messages about "fixing up the report". Let Crystal do it's thing. When it's finished, your new fields will be available in the Field Explorer.
You may notice that later versions of Crystal will detect such a schema change and will offer to "fix" itself up.

Monday, January 25, 2010

GoldMine: Side By Side Contacts

Is it possible to view two (or more) contacts side by side in GoldMine Premium? This should show two complete contact records (not two tabs)

Yes, you can do this. It just takes a little arranging.

* Start by clicking the << arrows on the left side of the screen
* This will collapse the Recently Contacted panel to make more room
* Next, click Windows > New Contact Window to add another contact

You should now have a full GoldMine contact screen with two tabbed contacts. To place them side by side, go to Window > Tile Vertically. This will place the contact records next to each other.

ACT: Schedule For Other ACT Users

A client asked this: I need to schedule meetings for my supervisor as well as for myself. Can I do that in ACT!?

Yes, ACT! has the capability to permit scheduling access for other ACT! users. To access this function, you would do the following:

* Select Schedule > Grant Schedule Access
* The Calendar Access dialog box appears
* Select the user to grant scheduling rights > click Access
* Select View and Schedule > click OK

You can now begin scheduling for the user(s) granted access. To schedule an activity for someone else in your company:

* Look up the contact to be scheduled > create the Activity as usual
* Click the 'Schedule For' button > pick the User from the Schedule For list
* Click OK when you are done

Note: If you do not see the user to be scheduled for, then you have not been granted access. Also, if you have an Administrator or Manager security role, you already have the Schedule For right.

ACT: Promoting Secondary Contacts

A client recently asked: We would like to maintain activities, history and notes for Secondary Contacts. Is this possible?

Secondary contacts are additional contacts with some relationship to a Primary Contact. You can have an unlimited number of Secondary Contacts and they are maintained through a tab on the Primary Contact.

To add a Secondary Contact:
* Click the Secondary Contact tab > click New Secondary Contact
* Fill in the data required > click OK

The notes, activities and history, however, are associated only with the Primary Contact and not with the Secondary Contacts. To associate notes, activities and history with Secondary Contacts, you must promote it.

To promote a Secondary Contact:
* Select the Secondary Contact to promote
* Click the Promote button > Select an option below

Option 1) Duplicate data from main contact's primary fields
Option 2) Do not duplicate data from primary fields

* Click OK

The Secondary Contact will be promoted to a Primary Contact. Note: once promoted, the contact will no longer have any association with the original Primary Contact.

ACT: Document Tab and History Tab Attachments

A client asked: How do I attach files to ACT! and where are they stored?

There are several places where you can attach files or documents. There places include Contact, Company, Group or Opportunities. Where you find the Attach icon or Add Document button, you can either select 'File' which copies the file to the Attachment folder and creates a link to the record or 'Shortcut' which creates a link to the file on your PC (Note: shortcut attachments do not sync).

Within a Contact, Company, Group or Opportunity, you can maintain five types of attachments in the History tab. These are:

* A file created and linked when printing using the Write commands
* A file created when you sent an email and selected attach to history
* A file created and attached when you created a Quote
* A file attached when you scheduled or completed an Activity
* A file or shortcut manually attached to the History tab

You can also attach files or shortcuts to the Documents tab. Adding non-ACT files or shortcuts to the Documents tab keeps them with the record for quick retrieval.

To add a file or shortcut to the Documents tab:
* Click the contact, company or group where you wish to attach a file
* Click the Add Document > select File or Shortcut
* Browse and select the file > click Open

The Documents tab shows the file name, the file size, the file type and when it was last modified.

ACT: Receiving and Send Meeting Requests

A client asked this: Can I use ACT! to both send and receive Outlook Meeting requests?

Yes, when you are working through ACT!, you can send and receive Outlook Meeting Requests. When you accept a Meeting Request in Outlook, it is automatically added to your Outlook calendar. You can also add this Meeting Request to your ACT! calendar.

To add an Outlook Meeting Request (invitation) to ACT!:
* Open the Meeting Request in Outlook > accept the Invitation
* The ACT! Schedule Dialog appears > verify the contacts included
* Complete any activity details > click OK

A copy of the Meeting invitation is added to your ACT! calendar.

Sending a meeting request, however, is different than accepting an invitation as it relates to ACT! and Outlook. Creating a new Meeting Request in Outlook will not create an Activity in ACT!.

If you want to create Meeting Request that appears in both the Outlook and ACT! calendars. you need to start the Activity in ACT! and put a checkmark in the 'Send Invitation Email' checkbox.

ACT: The Task List and Calendar

A client asked: Which is a better scheduling tool in ACT!, the Calendar or the Task List?

If your day is filled with meetings, conference calls or other events scheduled at a specific time, the Calendar views would most likely be your preference. If, on the other hand, you spend your days with task-oriented activities (phone calls, to-do's, etc), then you would want to work in the Task List.

The Calendar and the Task List are presented in different views, however, they contain the same data. Unlike Outlook, if you schedule an activity in the Task List it also appears in the Calendar and vice versa.

The Task List is similar to the Activity tab of a contact record. The difference is that the Task List displays the Activities of all contacts.

To use the Task List:
* Select View > Task List
* Enter the filters desired
* Filter on Date, Activity Type, Priority and User

After filtering on the Current Week in the Task List, click the Calendar tab. Select the Weekly tab and you will see the same Activities list there in Calendar format.

Monday, January 18, 2010

QuickBooks: Inventory Improvements

A client asked: We purchase metal shelving, add a protective rubber coating and then sell the modified product. How should we track the addition of the protective coating?

First, you should consult your accountant regarding whether to record the protective coating as an operating expense or inventory improvement. If, however, you determine that it is an improvement, you can use the following method:

* Create an "Inventory Improvements" account to track added costs.

The account can be of the type Other Current Asset or Cost of Goods Sold (again, check with your accountant). The point is to separate this expense from operating expenses.

* Create the inventory item (do not enter a cost or a current value when you create the item).

* When you purchase the item, post the transaction (a bill from a vendor, a direct check) to the inventory item (Items tab in the transaction window).

* When you pay for the improvements, post the bill or check to the Inventory Improvements account you created.

This debits the Inventory Improvements account. Put the name of the inventory item in the Memo field so you can link your improvements to the right inventory item.

When the inventory item is totally "improved", adjust the cost using the following steps:

* Choose Vendors > Inventory Activities > Adjust Quantity/Value On Hand.

* Put a check mark in the Value Adjustment checkbox in the lower left corner of the window, which adds the New Value column to the transaction window.

* In the New Value column, enter the total of the current value plus the additional expense.

* In the Adjustment Account field, select the Inventory Improvements account.

This action credits that account, washing the debit you posted when you paid for the improvements, and debits your Inventory account to reflect the higher value.

* Ignore any error message you see about the adjustment account you selected, save the transaction.

The new value is the amount posted to COGS when you sell the item. This method also applies to other expenses. This is a way to track any type of additional expenses you want to add to the original cost of an inventory item, such as freight-in charges not known when you received the inventory.

QuickBooks: Removing Unused Inventory Items

A client asked: We have a number of inventory items that we no longer use. Can we delete them?

No, you should never delete inventory items. In fact, QuickBooks will not allow you to delete them. The cost of goods sold is based on average cost, so if you could delete inventory items then the average cost of sales will change. Do not delete any inventory-related transaction (i.e. check, bill, credit card, invoice or adjustment) after month-end.

To address your unused inventory items, you should make them inactive:

* Open the item list > right click on the item name
* Select 'Make Inactive' > uncheck the Show Inactive box
* Inactive items will not be shown when you create documents

When you do this, you should print the Inventory Valuation Summary at month end before inactivating items. This is the only report that excludes inactive items. If you run the report after inactivating items, these items will not be shown, even if they were in stock in the previous month.

QuickBooks: Customizing Forms

A client asked: I know how to customize reports but how do I customize forms?

To customize a form, you need to do the following:

* Select Lists > Templates > Open the drop-down at the bottom
* Select Edit Template > The customization window appears

* Check 'Use Logo' if you want to include your logo on the form
* Browse to an image file > click OK

* Select color scheme (variety of colors) and click Apply Color Scheme
* Change the font for various components of the form

* Check or uncheck items that you want to appear on the form
* Click Update Information > click Print Preview to view your form

Click OK to return to the list of templates. The customized template will now be used when you select the form.

QuickBooks: Invoices Online

A client asked: We are a small non-profit organization and having been spending a lot of time customizing our invoice for pledges. Is there an easier way to do this?

QuickBooks provides an online gallery of over 100 business form templates so you can easily find one that addresses the needs of your organization (including non-profit pledge invoices). You can use templates as is or customize them.

To use the templates:
* Go to the Template Gallery (http://community.intuit.com/library/forms)
* Select the type of form you want to download

All of the templates can be printed, but some can also be used for e-mailing. If the name of the file starts with the word E-mail, the template is suitable for e-mailing.

* When you find a template you want to use, click Download.
* In the File Download window, click Open.

Note: Be sure to click Open when following these instructions to ensure the template is placed in your templates list. Do not click Save.

* When the download is done, the Basic Customization window opens
* The template is stored in your templates list.

You can click the Manage Templates button and in the Template Name field rename the template. Click OK to save the template. The template is now stored in your Templates list. You can use it now or customize it.

To select the template while working in a form, click the drop-down arrow at the top right side of the form.

QuickBooks: Merging Vendors

A client asked: We have too many names for the same vendor. Is there an easy and safe way to merge these together into a single vendor?

Yes, The following procedure will walk you through merging two vendors. All historical transactions contained in the predecessor name will be modified to contain the survivors name.

* From your Lists Menu > Click on Vendors
* Determine which vendor name will be the survivor.
* Determine which vendor will be merged off the list
* Edit the vendor that will no longer exist (Control + E)
* Retype the name using the exact spelling of the survivor
* Just the vendor name field needs to be modified
* Click OK and a popup will ask if you want to merge
* Click yes.

This procedure can also be used for items, customers, and accounts.

HEAT: Approve Self Service Tickets

A client recently asked: We would like to approve HSS or ATG tickets before they are seen by our technicians. Is there a way to lock a ticket so that others cannot see it until it is approved?

Yes and this is an excellent idea. Tickets generated by end-users using self service methods like HSS or ATG normally require a number of additions or changes before they can be addressed.

The steps below will allow you to specify the staff that can approve tickets and only they will be able to view self service tickets that have not been approved.

* Using Administrator, create a Team that will see unapproved tickets
* Add approvers to the 'New Ticket Team' > ignore other HEAT users
* Select Administrator > Security > Roles > Select Non-Approvers role
* Select Rights > Call Groups > Turn off Rights except for:
- Simple Searches: Yes
- Global call groups: Open
- My Hotlist: Yes
* This will limit access to the New Ticket Team to Approvers only

Create a Call Group with the expression {CallLog.CallType} = 'From Web" or whatever Call Type you use for self service tickets. Save this Call Group to the New Tickets Team. For all other Call Groups, add {CallLog.CallType} <> 'From Web".

This will prevent the Non-Approvers from seeing or changing the self service tickets. When an Approvers logs in, they would select the New Ticket call group from the New Ticket Team to approve.

Approval would involve adding missing information, correcting information entered by the end-user and then changing the Call Type from 'From Web' to the correct type (e.g. Equipment). This will allow Non-Approvers to see the tickets and begin work to resolve the issue.

HEAT: Yes/No Prompt

A client asked this: We created a new autotask, however, when we run it a Yes/No prompt appears. Can you explain how to stop this from happening?

Yes, most likely you enabled a checkbox that is labeled 'Confirm Auto Task Run'. To stop this prompt, do the following:

* Open Autotask > Manage Autotasks > Highlight the autotask
* Look in the lower corner > uncheck the Confirm Auto Task Run
* Click Close > test the autotask

Now that you know how this works, you can also consider ways that it can be used. For example, if you have an autotask that poses a potentially risk if executed accidentally, you could check this box and spell out the risk in the Description of the autotask.

HEAT Track Ticket Progress

A client asked: Is there an easier way to track ongoing activity with a ticket than paging through Journal entries to review the activities of a ticket?
We currently append information to the Solution Description on the Call Log screen but feel there should be a better method.

An alternative approach would be to create a Memo field on the Call Log screen (or Journal) and call it Work Log. This Log would be updated using an autotask appends work performed and a date/time stamp.

To add a Work Log field, you would do the following:

* Select Administrator > New Edit Set
* Select CallLog > System > Open Table > Add Field
* Enter Field Name and Description (e.g. WorkLog)
* Enter Field Type of Memo > Click OK
* Click Add Field to Form > Place the field where desired
* Add a Command Button > Add Text Label to button

The command button needs to be connected to an autotask that will append information to the Work Log field. To save time, create an autotask named 'Add To Work Log' in Call Logging. The Update Call action and click OK. The details can be added later.

* Click on the command button > Click Control > Connect > Autotask
* Select the 'Add To Work Log' autotask > Click Save
* Close form/table > Close HEAT modules and services > Click Commit

To complete the Work Log, you need to add the details to the Add To Work Log autotask. This function will allow you to append information to the Work Log field as the ticket progresses and use the Solution Description to hold the final solution.

* Open Call Logging > Click Autotasks > Manage Autotasks
* Click 'Add To Work Log' > Click Edit > Click the WorkLog field
* Click Insert > Insert Function > Click @UserID()
* Click Insert > Insert Function > Click @CurrentDate()
* Click Insert > Insert Function > Click @Prompt()
* Enter a Prompt (e.g. Enter Work Details) > Click OK
* Enter a Prompt (e.g. Enter Work Details) > Click OK

You will need to add spaces and a colon to the different fields appended to the Log field to make it readable. This can be done while creating the Insert Functions. For example, when inserting @UserID(), add a colon and two spaces before inserting @CurrentDate(). This will separate the two fields and make it easy to read. Do this for the other fields and leave the option as Append on the WorkLog field.

Test this function using the command button and revise as needed.

HEAT: Quick Customize Error

A client had this problem: When I try to apply a Quick Customize I get an error: 'Could not create recovery file'. Where is this recovery file and how do I fix this error?

This error could be created by the recovery file being directed to a folder where you do not have permissions. To correct this:

* Locate a folder where you can create a file
* Open the registry with regedit

Note: backup the registry first and get help with this if you are uncertain how to proceed with a registry change

* Open the following registry key:
"HKEY_CURRENT_USER\Software\FrontRange Solutions\HEAT\Admin\Commit"

* If a string value named 'Directory' does not exist, then create it
* Right click Commit > select New > String Value > name Directory
* Enter the folder where you verified you can create a file

This should allow you to create the recovery file in the folder where you have permissions

HEAT: Business Rule Protection

A client asked this: What can we do to protect our existing business rules while developing new rules?

One approach is to use a Development system to create and test new rules and then use the BPAM import/export function to move the new rules to your Production system. The import/export function is also a good method to backup rules.

After creating new rules on the Development system:

* From the Business Rule Editor, click File > Export
* Select one or more rules to export
* Choose a place to store the .hef file > click Export

Note: if you check Process Linked Items at the bottom of the window, it will retain the Call Group and Auto Tasks used for the rule.

After you export the rules from the Development system, you can import them into the Production system as follows:

* On your Production system, open the Business Rule Editor
* Select File > Import > Browse to the exported .hef file
* Click Import

The new rules will be added to your Production system.