Monday, November 29, 2010

ACT! : Attaching Documents

You may notice that when you attach a document in ACT!, by default the document is only attached to the Contact, and not necessarily the Company.

To fix this, try attaching the document from the History tab. When you do so, you get a linked document, but it is shared across the entire Company record.

ACT! : Leveraging Picklists

To speed up data entry and cut down on the occasional spelling error, try using the field picklists.

Simply click on the field in question, then click the button with three dots next to it. This brings up your picklist.

To add or edit values, click "Edit list Values"

Then use the "Add" and "Delete" buttons correspondingly.

ACT! : Attach a web page to a contact

ACT! comes with an add-on for Internet Explorer what allows you to attach whatever website you are looking at to a contact record.

You can find this under the Tools menu in Internet Explorer.

Click on "Attach Web Page to ACT! Contact".

Then use the search tool to find the contact in question, then click Ok.

ACT! : Notes versus History

We have the same argument in the GoldMine universe.

Notes may be easy to add, but keep in mind:

- Notes are "messy", with plaintext carriage returns, etc, that make reporting problematic
- Notes cannot track duration or classification status
- Notes do not update certain "special fields" on the contact record, like "Last Update", etc.

Remember, you can always right-click on the contact record, and select "Record History". It's as easy as making a Note and more effective!

Crystal Reports : Calculating Age

One of the many things you will want to do with a bona-fide date field is calculate age.
Crystal makes it easy for us here; as long as we're comparing two date type fields, we can perform simple math.
Let us suppose that the date field in question is {CONTACTS.SOURCEDATE}, which represents when a particular prospect was imported into our database.

1. We can see how many records were imported in the last seven days

{CONTACTS.SOURCEDATE} <= CurrentDate() - 7

2. Or how "old" any particular record is, expressed in days


3. To calculate the age in years, we must use the Crystal DateDiff function:

DateDiff("yyyy", {CONTACTS.SOURCEDATE}, CurrentDate())

The "yyyy" specifies we want the answer in years; "m" and "d" are also options (months and days, correspondingly)

Crystal Reports : Changing Existing Groups

You may need to change the existing report "Groups" after defining them.
To do this, select from the top-level menu, Report | Change Group Expert.
Here, you will see all your defined Groups. You may select any of them and use the "up" and "down" arrows to change the Group order.
This is a nice way to regroup the report without having to do a lot of work.

Crystal Reports : Enabling Landscape Size in the Designer

Keep in mind that Crystal is going to use the current default printer in Windows to size itself. So unless you have a real printer selected. This is very important in specialized usages, like when Legal size paper is called for.

If your designer isn't in Landscape mode, go to File | Printer Setup.

If Landscape mode isn't available, re-check your default printer.

Crystal Reports : Converting Text to Numbers

When using Text fields, you can convert them to Numeric by creating a formula field and using the ToNumber Crystal function.
This will allow you to perform math upon the text field in question.

Crystal Reports : Converting Numbers to Text

Conversely, you may use a Crystal formula to convert any Numeric field to Text by using the ToText function.
This will allow you to use String functions (i.e. Mid, Left, etc) on any Numeric field.

GoldMine : A somewhat less simpler Lookup.Ini (fill values based upon other values)

Let us consider the Key1 update. Let us now suppose we want to auto-fill the name of whoever created the record based upon who was logged into GoldMine at the time. And since GoldMine usernames can only be 8 characters long, we sometimes want to see the "real name"

This is how it's done;


JHILL=Justin Hill
CBABKA=Corey Babka
GMARKS=Gene Marks

Again, our NewRecord entry triggers the Key1 "block".

Then GoldMine "looks at" the &username macro (which returns the GoldMine username currently logged in).

Then, based upon THAT value, returns an item in the list. If no such username is found, our Otherwise is a "catch-all", marking them as Unknown.

ProTip: For a list of GoldMine dBase expressions, Google "GoldMine dBase Expressions" and look for "Using dBase Expressions" by FRS.

GoldMine : A Simple Lookup.Ini (provide default field values)

One of the most powerful yet under-leveraged functions in GoldMine is the LOOKUP.INI, which has been available since the good old days of GoldMine for Windows. Think of it as a script file that GoldMine uses to update fields automatically. A "poor-mans" SQL trigger, if you will. It can also be used to "default" values on new contact records.

Let us suppose we want to make every newly entered record a "Prospect" by putting that value in our Key1 field.

If you have no LOOKUP.INI, then we must create one. Open Notepad and paste in the following text:



The NewRecord entry under the [AutoUpdate] header specifies what fields should be evaluated when a new record is created.

Then the process skips to [Key1], the first item in our list.

When evaluating Key1, GoldMine then uses the Otherwise value, as no other instructions exist under [Key1].

As Otherwise=Prospect, the value of "Prospect" is autofilled into the Key1 field upon record creation.

You can add more default fields/values to your Lookup.Ini thusly;

NewRecord=Key1, Key2


Otherwise=House Account

When you are finished creating your Lookup.Ini, save it into your GoldMine folder with the specific name "Lookup.Ini", then restart GoldMine to affect the changes.

ProTip: Lookup.INI instructions are also processed when importing contact records.

GoldMine : Change the auto-search delay in the Contact Search Center

Some of you folks out there may be struggling with performance issues. Here is an easy trick to get your Contact Search Center perhaps working a little better.

If we are searching for a contact, let's say Justin Hill, we start by typing in 'Justin'. And you'll notice that as you type the name, GoldMine will try to "keep up" with what you're typing. For instance, it will give you all the "J"'s, then all the "Ju"'s. If you experience a lag when searching, you can try to increase the delay GoldMine waits before querying your search term.

So, instead of looking for "J" and "Ju", it would instead look for "Just" or "Justi" as you type. This would return smaller recordsets from SQL and hopefully result in a better searching experience.

To change this value, go to Tools | Options | Lookup

Then change the "Lookup Alignment Delay While Typing". You'll notice that gthe value is given in 10th of seconds, so adjust accordingly, perhaps to 10 or 15 (1 and 1.5 seconds respectively).

GoldMine : Using Custom Fields in the SQL Query Tool

A lot of clients I know like to use the SQL Query tool in GoldMine to generate speadsheets (via the Output To... command). But most folks don't know how to add their custom fields (which live in the CONTACT2 table).

Let us consider a query to return Company, Contact and Phone1:


Let us now say we want to add a userdefined field you've added to GoldMine, called USALESREP.


Once we add USALESREP to our SELECT list, we must provide the JOIN to CONTACT2 below.

You'll recall that all GoldMine tables are related with the ACCOUNTNO field.

You could also get away with this;


But the JOIN is the "proper" way to construct the query, and should be used whenever possible.

Now that USALESREP is available in our query, we can use it in the WHERE clause thusly;


Remember to always use single quotes when working in the SQL Query tool.

GoldMine : An Occasion for all Activity Types

GoldMine gives you a selection of "native" activity types (both Calendar and History) that can help you keep your to-do items categorized. It helps to know some of the subtle differences between each of the types, for instance;

Call, Appointment and Next Actions calculate duration in Hours, whereas Events are scheduled in Days.

Events also appear in the Task Pane, alongside To-Do's and items that have no date and/or time information plugged in.

To-Do's hold no Duration or Date information, but do have a Priority.

I usually recommend to most clients they stay with Calls, Appointments, and Next Actions to start with. If more classification is required, you can always use the ActivityCode field to identify a particular type of item.

Display a Call Group in a Tabbed Layout

A Client asked if it is possible to open more than one Call Group at a time and navigate between them –

You can set Call Logging to display Call Groups in a tabbed layout mode

In HEAT Call Logging > Navigate to EDIT (on the drop-down menu on the toolbar) > Click on User Preferences > Click on the tab “Display” > On the bottom of the tab, Click on “Tabbed Layout”. The user will now have the option of viewing call groups in tab format in Call Logging.

Defaulting the display of the Assignments, Journals & Call History to grid view

A client asked if it’s possible to default the display of the assignments and journals to a grid view rather than defaulting to a form view.

Yes, it is possible to change in HEAT Call Logging > Navigate to EDIT (on the drop-down menu on the toolbar) > Click on User Preferences > Click on the tab “Grid Settings” > You can change the setting individually for the Assignment, Journal or Call History, or all three > Specify the sort order – eg sort assignments by Date or Assignee, or Assignee Group (ascending or descending).

The settings established on this tab are workstation-specific and are not associated with the user.

Changing what is displayed in the columns in the Call Record Browse View

A client wants to know if it’s possible to change the information displayed in the columns in the call record browse.

Yes, this can be customized in the HEAT Admin module – either during an edit set or quick customization.
  • The HEAT Administrator needs to launch the HEAT Administrator module;
  • Navigate to the CallLog Table > Click on the view set you are customizing – eg “system” > Click on “Open Grid” > Select the fields you want to see in the call record browse (select fields either from the Subset or from CallLog) move the fields up or down, depending on preference > Apply the change or edit set

Heat Administrator – Navigating between a field on the form and the Table

A client asked – I’m trying to design a detail screen and I have hundreds of fields on my form how can I go directly to a specific field from the form without having to scroll through all the fields?

  • In the HEAT Administrator module, navigate to the desired form > select the field on the form by clicking once on it > Click on the drop down menu option “Control” > Click on “GO TO FIELD” > HEAT will redirect you to that field in the Table View.

  • Alternatively, in the table view > Click on the Field Name then Click on the drop-down menu option “field” > Click on “Go To Control” This will redirect you to the field on the form.

Filtering Journals in Heat Self Service

A client recently asked – Should I allow my clients to view Journals when looking at the status of a ticket in Heat Self Service?

In Heat 9.5 the HEAT Administrator has the ability to configure HEAT Self Service to filter out Journals.

  • Create an Edit Set > Navigate to the Journal Table > Create a New Field > Field Name= “DisplayInHSS” > Field Type = Check > Add the field to the form > Click on OK and apply the edit set
  • Launch Web Server Configuration Tool > Click on HSS > Click on Journal Filtering > Click on Enable Filtering > In the Filter Field Option Select the field you created – i.e. “displayInHSS” > Click on Save and Exit > Restart the Heat Web Service.
  • Only journals that have been checked will be displayed to users.

MSCRM: LinkedIn Access from the Account Form

A client recently asked if it would be possible to look at LinkedIn connections right from the Microsoft Dynamics CRM application.

The code below inserted into the On-Load event in a form will display the LinkedIn widget on the account form. When you click on the widget, if you are signed in to LinkedIn, the connections you have with an Account are displayed in a popup.

The code to achieve this is not too complicated. It just requires some minor
adjustments to ensure proper visualization within the CRM form.

This code works by getting the name of the company from the text field that
you indicate when firing the LinkedInLoader script. So, make sure that you
provide a valid CRM form text field when you call the LinkedInLoader.

function LinkedInLoader(crmFormField) {
var ll = this;
ll.scriptSource = ''
ll.field = crmFormField;
ll.container = crmFormField.parentNode;
ll.nameToSearch = crmFormField.DataValue;
ll.spanId = + '_linkedin';
if (ll.container != null) {
var span = document.createElement('span'); = + '_linkedin';
var td1 = document.createElement('td');
td1.innerHTML = ll.container.innerHTML;
var td2 = document.createElement('td');
td2.appendChild(span); = '15px';
var tr = document.createElement('tr');
var table = document.createElement('table');
table.width = '100%'; = 'fixed';
table.cellSpacing = 0;
table.cellPading = 0;
ll.container.innerHTML = table.outerHTML;
ll.ApplyCorrections = function() {
var div = document.getElementById('company-insider-info-window');
if (div != null) = '275px';
else window.setTimeout(ll.ApplyCorrections, 500);
ll.Enable = function() {
new LinkedIn.CompanyInsiderPopup(ll.spanId, ll.nameToSearch);
new LinkedIn.CompanyInsiderStylesheet();
var span = document.getElementById(ll.spanId);
if (span != null) span.attachEvent('onclick', ll.ApplyCorrections);
ll.OnScriptReadyState = function() {
if ((event.srcElement.readyState == 'complete') ||
(event.srcElement.readyState == 'loaded')) {
ll.Load = function() {
var script = document.createElement('script');
script.type = 'text/javascript';
script.src = ll.scriptSource;
script.onreadystatechange = ll.OnScriptReadyState;
if (crmForm.FormType != 1) {
// Set the field that contains the company name
var linkedInLoader = new LinkedInLoader(;

MSCRM: Adding a Tooltip to a Custom Field

Tooltips are small boxes in Microsoft Dynamics CRM 4.0 which contain a brief message that explains the field. It appears below the label of a field on the MS CRM forms when the pointer of a mouse passes over or rests on that label and which contains a brief text message identifying or explaining the object. When the pointer moves away from the label the tooltip disappears.

Tooltips are available on every field on a MS CRM form. The tooltips that come with the product show the text of the label. We can change the contents of the current tooltips. The code below can be inserted in the On_Load function of the form and the tooltips will be added or modified.

Below is the code to add a tooltip to a new custom field on the Account form – “new_customernumber”. The AddToolTip function is called with the field name and the contents of the Tooltip.

var TooltipPopup = null;
AddToolTip( "new_customernumber" , "Customer number is assigned when first PO is created.");

function AddToolTip( controlId , toolTip )
var control = document.getElementById( controlId );
control.ToolTip = toolTip;
control.attachEvent( "onmouseover" , ShowToolTip );
control.attachEvent( "onfocus" , ShowToolTip );
control.attachEvent( "onmouseout" , HideToolTip );

function ShowToolTip()
var control = event.srcElement;
TooltipPopup = window.createPopup();
// Single line.
var ToolTipHTML = "

TooltipPopup.document.body.innerHTML = ToolTipHTML;
var Width = control.offsetWidth;
var Height = 53;
var Position = GetControlPostion ( control );
var Left = Position.X + 1;
var Top = Position.Y + 1; Left , Top , Width , Height , null );

function GetControlPostion( control )
var Position = new Object();
var controlHeight = control.offsetHeight;
var iY = 0, iX = 0;
while( control != null )
iY += control.offsetTop;
iX += control.offsetLeft;
control = control.offsetParent;
Position.X = iX + screenLeft;
Position.Y = iY + screenTop + controlHeight;
return Position;

function HideToolTip()
if( TooltipPopup )

MSCRM: Activating a Contract

When a new contract is created in CRM, it is in the Draft state and cannot be utilized to assign a case against it until it is activated.

For a contract to be available, it must be activated. A contract is automatically activated by CRM if the following conditions have been met:

1. There must be contract lines added to the contract.
2. The contract should be invoiced. You can invoice a contract from the actions menu.
3. Once the above two conditions have been taken care of, the contract status would automatically activate once, the system date matches the contract start date.

Hope this solves the mystery about activating a contract. Just like a contract is activated, the contract is de-activated automatically by CRM once the contract end date passes.

MSCRM: Finding Answers to your Microsoft Dynamics CRM Questions/Issues

A Client recently asked: “What is the best resource for getting answers to my Microsoft Dynamics CRM questions/issues.. other than the Marks Group of course?”

When you buy Microsoft Dynamics CRM, you receive a wealth of resources at your fingertips. In addition to a comprehensive set of Help available in the product, the Resource Center links you to the thriving CRM community and provides a diverse range of articles aimed at helping you be effective at Customer Relationship Management (CRM) for the long haul.

Get tips from peers, receive answers from experts, access the community, learn from real-world scenarios, and get step-by-step guidance.

Go to the Resource Center in the Microsoft Dynamics CRM 4.0 application and choose to search the Microsoft Knowledge Base (KB).
The Advanced Search is displayed where you can instantly filter your searches on Dynamics CRM only KB and community solution content.

Want only KB content? Uncheck the Community solutions content, Microsoft Office One line, and Microsoft Answers and Windows Online checkboxes.

MSCRM: Save as Completed Versus Save

This is especially useful for creating an activity that has already been completed - like a phone call you didn't plan for: There is no need to create, save, close, and then save an activity again. Just start a new activity , enter the details and then go to the file menu and select Save as Completed.

Saturday, November 27, 2010

QuickBooks: Using Simple or Advanced Find

A client recently asked: “I seem to search and search for transactions. Is there a fast way to locate exactly what I need?”

Actually there is and it is the Find Tool which has two sides – Simple and Advanced.

Simple Find allows you to do a quick search using the most common transaction types. Transaction Types include Invoice, Sales Receipt, Credit Memo, and Check. The search results are displayed in the lower portion of the window.

1. Go to the Edit menu and click Find. Click the Simple tab.
2. Click the Transaction Type drop-down list and choose the transaction type.
3. Fill in the fields that appear.
4. Click Find.
5. To open a transaction, select the transaction you want to see and click Go To.
6. (Optional) To print a report showing the transactions that were found, click Report. When the report appears, click Print at the top of the report.
7. To start over or search for different transactions, click Reset.

Advanced Find lets you do a more detailed search for transaction by applying filters to the search criteria. When you apply a filter, you choose how you want QuickBooks to restrict the search results—to certain customers, for example. QuickBooks then excludes from results any transactions that don't meet your criteria.

You can apply filters either one at a time or in combination with each other. Each additional filter you apply further restricts the content of the search.
1. Go to the Edit menu and click Find. Click the Advanced tab.
2. Use filters to refine your search.
3. Select a filter from the list and fill in the fields that appear. You can use multiple filters for your search.
4. Click Find.
5. If the search results are too long, you can narrow your search results.

Example 1: You want to search for the invoices you wrote to three particular customers.
1. Go to the Edit menu and click Find.
2. Click the Advanced tab.
3. Select Transaction Type from the Filter scroll box.
4. Click the Transaction Types drop-down list and choose Invoice.
5. Select Name from the Filter scroll box.
6. Click the Name drop-down list and choose Multiple names.
7. In the window that appears, select the names of the three customers.

Example 2: You want to search for all checks greater than $500.00 that you wrote during the current fiscal year.
1. Go to the Edit menu and click Find.
2. Click the Advanced tab.
3. Select Transaction Type from the Filter scroll box.
4. Click the Transaction Types drop-down list and choose Check.
5. Select Date from the Filter scroll box.
6. Click the Date drop-down list and choose Fiscal year to date.
7. Select Amount from the Filter scroll box and enter 500.00.

QuickBooks: Using the Fixed Asset Item List

A client recently asked: “Is there a way that I can track the necessary information in one placefor all the fixed assets of the business?”

Yes, there is such a master place - the Fixed Asset Item List. To open the list, go to the Lists menu and click Fixed Asset Item List.

This list shows the fixed asset items you've set up to track changes to the value of your fixed assets. You can use this list to track all transactions having to do with your fixed assets, including any repairs or improvements, damage, or anything else that can affect their book value and amount of depreciation.

Managing your fixed asset items
Click Item (button) at the bottom of the list to add, edit, hide, or delete fixed asset items. You can sort the list in alphabetical order, print the list, and more.

To choose activities or view reports related to this list, click Activities (button) or Reports (button) at the bottom of the list

QuickBooks: Accessing a Composite Name List

A client recently asked: “I would love to have a fast way to see a list of every name in the system (vendors, customers, employees and other). Is that possible?”

Yes, it is possible to make a shortcut icon for the Icon Bar which includes all that information.

Here are the steps

Step 1. Open a check transaction.

Step 2. Place your cursor in the Payee field

Step 3. Press CTRL+L to display the names list. This is a composite list and includes all names in the system.

Step 4. With the list displayed, select the View menu and then select “Add Names List to Icon Bar.” This will allow you immediate access to the names list in the future

QuickBooks: The Real Amount of Open Sales Orders

A QuickBooks Pro client asked: “I noticed one day that when I ran an Open Sales Order by Customer and then an Open Sales Order by Item Report, the bottom line was different. Why are they different, and which is correct?”

In a way, each of these open amounts can be “correct,” depending on which perspective you need. However, there is only one way to show the “real” amount – the amount you would charge your customers if you shipped everything that is currently on order.

Let’s talk about each report:

Open Sales Orders by Customer
The Open Sales Order by Customer report shows one line for each Sales Order and lists the Sales Order Number and Open amount. The open amount on this report is the total Sales Order amount, not the amount that is currently open. In other words, if the Sales Order is partially shipped due to backordered quantities; the open balance on this report includes the partially shipped quantities.

You use this report mainly to track which Customers have open orders so you can manage your Customer relationships.

Open Sales Orders by Item
This report shows a separate line Item for each line of the Sales Order form. If a line on a sales form is fully shipped, the line does not show on this report. However, if a line is partially shipped and has backordered quantities, the line shows the total including these shipped Items.

As a result, the total on the Open Sales Orders by Item report will be the same or lower than the amount on the Sales Order by Customer report since the Sales Order by Customer report includes all of the lines on open Sales Orders, even those that are fully shipped.

The “Real” Open Sales Orders Report
If you add the Open Balance column to the Open Sales Orders by Customer or Open Sales Orders by Item reports, this amount is the “true” open amount in that lines that are completely fulfilled and the quantities shipped from Sales Orders lines that are partially fulfilled are not included in this balance.

So, it is best to add this column to the Sales by Customer and Sales by Item reports, memorize the reports and add the reports to the Icon Bar for regular use.

QuickBooks: Adjust the amount of your inventory

A client asked: “What is the proper way to adjust inventory after I do a manual count at the end of the year.”

Although QuickBooks automatically adjusts your inventory quantities after every purchase and sale, you may need to adjust them yourself from time to time. Quantities on hand change for many reasons, including breakage, theft, or because an item was given away or used as a sample.

When you adjust a quantity, QuickBooks assumes that the average cost of the item remains the same and adjusts the value accordingly. For example, if the average cost is $10 and you reduce the quantity by 2, QuickBooks reduces the value of the items on hand by $20.

It is possible to also adjust the asset value of items in inventory because of such things as spoilage or changes in seasonal demand. We will discuss this in another blog discussion.

To perform this task:
• From the Vendors menu, click Inventory Activities.
• Click Adjust Quantity.
• Click the Adjustment Account drop-down arrow and then click the account where you want to track inventory adjustments.

Which account should I use?
You may want to create a new account just for tracking inventory adjustments. You can use one account for all adjustments, or use an expense account for losses and shortages and an income account for gains. Consult your accountant if you aren't sure what type of account to use.

If you're making adjustments to more than one item and need to assign the adjustments to different accounts, you'll need to create multiple adjustments—one for each account.
• (Optional) If you want to assign this adjustment to a customer or job, click the Customer:Job drop-down arrow and then click a customer or job.
• (Optional) If you use class tracking, click the Class drop-down arrow and then click a class.
• In the New Qty column, enter the correct quantity OR in the Qty Difference column, enter the difference between the currently recorded quantity and the actual quantity.
For example, if you need to reduce the quantity by five, enter -5 as the difference.
• (Optional) Enter a memo in the Memo field to remind yourself later why you made this quantity adjustment.
• Save the adjustment.

Thursday, November 4, 2010

Web Based Call Logging

A client recently asked: Is there any other way of accessing HEAT through a browser other than iHeat?

Yes, in the latest version of HEAT (9.0), there is a web-based version of the Call Logging form. This does not require a login and offers the same features as the workstation Call Logging version (with a few exceptions).

To run the Call Logging WebUI:

* Select Start > All Programs > HEAT
* Select Call Logging WebUI > Enter your User ID
* Use the form as you would Call Logging
* Create, edit and view call tickets as usual

Tip: use Google Chrome to run the WebUI, it is much faster.

There are a very few differences between the CL WebUI and CL - for example, in the WebUI, you cannot create autotasks, however you can run autotasks as usual.
The WebUI does not require an install, so it can be opened from any workstation.

Messaging Center

A client asked: Is there a way to receive ATG tickets from more than one source (e.g. MAPI and POP) on the same server?

Yes, with HEAT version 9.0, ATG is basically replaced by the Message Center (although the ATG Ticket Service is also retained as a legacy application).

The Message Center allows you to receive tickets from MAPI, POP, GroupWise, XML, Web Services and Lotus Notes. These can all be setup on the same server and create/update tickets from any or all of the "Listeners"

To set up multiple Listeners to update your HEAT database, you would:

* Open the Message Center > Select Message Sources > Select Add
* Select POP from the List > Select the POP3 config file
* Select Messaging Storage > Select Server, Login and MC database
* Click Add > Enter POP3 Settings > Enter SMTP Settings
* Complete the Messaging Center tab > Add Create/Update Rules

Start the Messaging Center and make sure the POP3 option is enabled. Once this is done, tickets sent to email address defined in POP3 will create or update a ticket. Repeat this process for any other data source desired (MAPI, XML, etc)

Field Is Null?

A client recently asked: I am creating an autotask and want to run other autotasks when a field is empty. Is this defined as {FieldName}=="", {FieldName}IsNull or something else?

In HEAT version 9.0, this is much less ambiguous. To define a multi-step autotask that branches based on a field being empty, you would do the following:

* Select Manage Autotasks > Edit the Autotask
* Click Add > Select the "If a Field is Empty Statement" action
* Select the table and field from the drop-downs
* Enter the autotask to run when true and when fales
* Click OK

This makes it much simpler to define a null or empty value in a field to cause an autotask to branch. This is available only in Version 9.0

HEAT: Automating HEATboard Issues

A client wants to know: I have a need to create HEATBoard issues when certain conditions exist. I would like to automate this function. Is there a way to do this? Yes, but only in HEAT version 9.0. To create a HEATBoard issue automatically, you would do the following:

* Create an autotask that checks for the condition
* Create an autotask that is executed when this condition exists
* Click Add > Provide a Name > Click Add
* Select the "HEATBoard Issue" action > Complete the HEATBoard form
* Click OK

This will then put up a HEATBoard Issue whenever a condition is met and the autotask branches to this action. This could be used to alert (by the HEATBoard)
everyone that a critical situation exists without relying on an analyst to identify this situation and post it on the HEATBoard.

HEAT: Using Activity Log Record

A client wants to know: Is there a way to document changes that are made to a call ticket and then abandoned?Yes, you can use the "Create Activity Log Record" autotask action (in version 9.0 only) to capture this information. You would create this as follows:

* Create an autotask > Click Add > Select "Create Activity Log Record" action
* Click Record Type > Select UNSAVED
* In Duration, select the amount of time to be added to the Log
* Select the Calendar to be used
* Enter a Description for the Log entry (can use Insert functions)
* Insert the information to be displayed in the Watch fields
* Click OK
This autotask can log unsaved changes but also track other types of entries, including work done outside of HEAT and within HEAT based on a condition you define.

Note: for handling Call Browse, by restricting Call Groups, you would restrict Call Browse to only showing tickets in their allowed Call Group.

Note: for handling Go To Ticket (to prevent someone from randomly entering ticket numbers under Ctrl G, there is a right in Administrator called Right to Go To Call, which would be disabled for IT except for tickets in their allowed Call Groups.