Business Portal for Microsoft Dynamics GP. Field Service Suite Release 10.0

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1 Business Portal for Microsoft Dynamics GP Field Service Suite Release 10.0

2 Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Notwithstanding the foregoing, the licensee of the software with which this document was provided may make a reasonable number of copies of this document solely for internal use. Trademarks Microsoft, Microsoft Dynamics, SharePoint, SQL Server, and Windows are either registered trademarks or trademarks of Microsoft Corporation or its affiliates in the United States and/or other countries. FairCom and c-tree Plus are trademarks of FairCom Corporation and are registered in the United States and other countries. The names of actual companies and products mentioned herein may be trademarks or registered marks - in the United States and/or other countries - of their respective owners. Unless otherwise noted, the example companies, organizations, products, domain names, addresses, logos, people, places, and events depicted herein are fictitious. No association with any real company, organization, product, domain name, address, logo, person, place, or event is intended or should be inferred. Intellectual property Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. Warranty disclaimer Microsoft Corporation disclaims any warranty regarding the sample code contained in this documentation, including the warranties of merchantability and fitness for a particular purpose. Limitation of liability The content of this document is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Microsoft Corporation. Microsoft Corporation assumes no responsibility or liability for any errors or inaccuracies that may appear in this manual. Neither Microsoft Corporation nor anyone else who has been involved in the creation, production or delivery of this documentation shall be liable for any indirect, incidental, special, exemplary or consequential damages, including but not limited to any loss of anticipated profit or benefits, resulting from the use of this documentation or sample code. License agreement Use of this product is covered by a license agreement provided with the software product. If you have any questions, please call the Microsoft Dynamics GP Customer Assistance Department at (in the U.S. or Canada) or Publication date November 2007

3 Contents Contents... 1 Introduction... 3 What s In This Manual... 4 Additional Resources... 5 Technical Support... 5 Documentation Feedback... 5 Part 1: Getting Started... 7 Chapter 1: Field Service Suite Overview... 8 About Field Service Suite and Service Center... 8 Service Center Homepage:... 9 Chapter 2: Before You Install Intranet vs. Extranet Deployment Microsoft Dynamics GP Modules Chapter 3: Installation Administrators Group SharePoint Setup SQL Server Setup Installing from the Business Portal CD Part 2: Field Service Suite Setup Chapter 4: Windows SharePoint Services Setup Chapter 5: Domain User Setup in the Dynamics Security Console Chapter 6: Entity ID Assignment Assigning the Entity ID Chapter 7: Roles and Permissions Part 3: Service Call Chapter 8: Enter a New Service Call Chapter 9: View Existing Service Calls Chapter 10: Enter Meter Readings Part 4: RMAs Chapter 11: Enter a New RMA Chapter 12: View Existing RMAs Index FIELD SERVICE SUITE 1

4 2 FIELD SERVICE SUITE Introduction

5 Introduction Welcome to Field Service Suite, a component of Business Portal for Microsoft Dynamics GP. Field Service Suite is a Web-based application that is used as an extension of your company extranet to provide secure and easy access to Microsoft Dynamics GP information. Field Service Suite is a Business Portal application that enables you to view, modify, and create service calls and return merchandise authorizations. Note: Return Merchandise Authorizations are referred to as RMAs throughout the remainder of this document. This guide is intended for System Administrators who: Set up users for Field Service Suite Provide access to Field Service Suite Manage site settings for Field Service Suite This guide is intended for users who: Enter, View and modify Service Calls Enter, View and modify RMAs Enter, View and modify Meter Readings This guide occasionally references settings and functionality within Microsoft Dynamics GP. Please refer to the appropriate Microsoft Dynamics GP user guides for assistance with any functionality not explicitly described in this document. Field Service Suite is an extension of the service call and RMA functionality found in Microsoft Dynamics GP. Therefore, it is recommended that you are familiar with using the Microsoft Dynamics GP Field Service Series prior to launching Field Service Suite. This introduction includes the following sections: What s In This Manual Additional Resources Technical Support Documentation Feedback FIELD SERVICE SUITE 3

6 What s In This Manual This documentation is divided into the following parts: Part 1: Getting Started provides an overview of the Field Service Suite application and explains how to install it. Part 2: Field Service Suite Setup explains setup procedures that are necessary from a system administration perspective, as well as functional setup from a user perspective for Field Service Suite and Microsoft Dynamics GP applications. Part 3: Service Call explains how to navigate the Field Service Suite application and the day to day activities performed while utilizing the service call and meter reading functionality. Part 4: RMAs explains how to navigate the Field Service Suite application and the day to day activities performed while utilizing the RMA functionality. This manual uses the following conventions to refer to sections, navigation, and other information. Convention File > Print Bold Description The (>) symbol indicates a sequence of actions, such as clicking items on a menu or a toolbar or clicking buttons in a window. This example directs you to go to the File menu and click Print. Bold type indicates the names of fields, tabs, menus, commands, buttons, and text you should type. 4 FIELD SERVICE SUITE

7 Additional Resources In addition to this manual, the following PDF manuals are included in the Documentation folder on the Business Portal CD. After you have installed Business Portal, you can find links to these manuals and other printable Business Portal documentation in the Documentation Resources Web portion on the Administration Resources page: (Site Actions > Site Settings > under Business Portal, click Administration Resources). Business Portal Installation Guide: The Business Portal Installation Guide (BusinessPortalInstallation.pdf) provides step-by-step instructions for installing the Business Portal. Business Portal Administrator s Guide: The Business Portal Administrator s Guide (BusinessPortalAdminGuide.pdf) explains how to set up and configure the Business Portal. Business Portal User s Guide: The User s Guide (BusinessPortalUsersGuide.pdf) assists users in completing day-to-day tasks in Business Portal. Application manuals: User and administrator manuals for each application installed in Business Portal are available in the Documentation folder. Technical Support You can contact Microsoft Dynamics GP Technical Support online or by telephone. Go to and click the CustomerSource link or call (in the U.S. and Canada) or Documentation Feedback We welcome comments regarding the usefulness of the Microsoft Dynamics GP documentation. If you have specific suggestions or find any errors in this manual, send your comments by to the following address: bizdoc@microsoft.com. Note: By offering any suggestions to Microsoft, you give Microsoft full permission to use them freely. FIELD SERVICE SUITE 5

8 6 FIELD SERVICE SUITE Part 1: Getting Started

9 Part 1: Getting Started This portion of the documentation explains fundamental concepts regarding the use of the Field Service Suite portal. Information about general Field Service Suite settings is also included. Chapter 1. Field Service Suite Overview contains general information about Service Center within the Field Service Suite. Chapter 2. Before You Install contains a checklist for setting up your system prior to installing the Field Service Suite. Chapter 3. Installation contains the necessary steps and procedures to perform in order to install the Field Service Suite. FIELD SERVICE SUITE 7

10 Chapter 1: Field Service Suite Overview The following information explains what the Field Service Suite is, describes how it integrates with Microsoft Dynamics GP, and provides an illustration of the Service Center homepage. The following sections are included: About Service Center Service Center homepage About Field Service Suite and Service Center Service Center is a Business Portal application within the Field Service Suite that provides the ability to view and modify existing service calls and RMAs, as well as enter new service calls and/or RMAs using a Web browser. You may also use this application to enter and monitor meter readings where applicable. Any service calls and/or RMAs entered via the Field Service Suite are automatically updated to Microsoft Dynamics GP for processing. Additionally, service call and RMA entry is more efficient and accurate, as address and contact information is automatically supplied based on company data and mappings. Using Field Service Suite, you can: 1. Create new Service Calls 2. View existing Service Calls 3. Modify existing Service Calls 4. Enter and track Meter Readings 5. Create new RMAs 6. View existing RMAs 7. Modify existing RMAs 8 FIELD SERVICE SUITE

11 Service Center Homepage: FIELD SERVICE SUITE 9

12 Chapter 2: Before You Install Business Portal must be installed and configured for your environment prior to the installation of the Field Service Suite. Additionally, the Field Service Suite is available only if you are installing on Office SharePoint Server, Enterprise Edition. Intranet vs. Extranet Deployment The Business Portal can be deployed in an intranet or extranet environment. The environment chosen determines who is able to use the Field Service Suite. Intranet An intranet is a company s internal network. When you deploy Business Portal in an intranet environment, only internal users are able to manage service calls and/or RMAs in the Field Service Suite. Extranet An extranet is an extension of a company s intranet that provides limited access to authorized outside users. When you deploy Business Portal in an extranet environment, both your external users (customers) and internal users are able to manage service calls and/or RMAs in the Field Service Suite. If you decide to deploy Business Portal in your intranet, you can add external access at a later time. For information about setting up intranet and extranet environments, see the Business Portal Installation Guide. Prior to launching the Field Service Suite, refer to Chapters 7 and 11 of the Business Portal Administration guide. In it is important information regarding user security setup. These mappings are vital to the success of the Field Service Suite. Microsoft Dynamics GP Modules Before installing the Field Service Suite, verify that the following Microsoft Dynamics GP modules are installed, registered, and set up: Service Call Management Returns Management For more information about these modules, refer to the Microsoft Dynamics GP Field Service Series documentation. 10 FIELD SERVICE SUITE

13 Chapter 3: Installation To install the Field Service Suite, you must log on to the Business Portal Web server as a user with the following access rights: Administrators Group You must be a member of the Administrators group in SharePoint, Microsoft SQL Server, and Web Services. SharePoint Setup If you re going to install the advanced version of Office SharePoint Server, you must first create domain user accounts that SharePoint can use to launch services, run processes, and connect to the SQL server. You don t need to create these accounts if you re going to use the basic installation method for Office SharePoint Server. The following user accounts for Office SharePoint Server should be created: A domain user account that acts as the application pool identity for the web application where you will create the Business Portal site collection. We recommend creating an account called oss_user. This user account must be a member of the IIS Worker Process (IIS_WPG) group on the web server, and the account must be dedicated (used only by SharePoint). If you re installing on multiple web servers, or if your SQL Server is running on a Windows 2000 Server computer, the account must be a Business Portal user. A domain user account under which the Office SharePoint Server Search service can run. The user account must be a member of the Administrators group on the computer that is running the Search service. A domain user account that is used to crawl content on your sites and create indexes. A domain user account that acts as the identity for the SharePoint Central Administration application pool. The Windows SharePoint Services Timer service also runs under this account. A domain user account that acts as the application pool identity for the web application where you will create the Shared Services Provider (SSP). A domain user account under which the SSP runs. Additional information concerning the configuration of Office SharePoint Server can be found in Chapter 7 of the Business Portal Installation Guide. FIELD SERVICE SUITE 11

14 SQL Server Setup During the Business Portal installation, you ll need to enter the following SQL Server logon IDs: The SQL Server administrator logon ID entered in the Connection Information window if you choose to use SQL authentication can be any SQL logon ID that has administrator privileges with access to all Microsoft Dynamics GP SQL databases. You can use the sa logon, but are not required to do so. These credentials are used only during the Business Portal installation process, to permit the installation wizard to create the Business Portal logon ID. The SQL Server administrator credentials are not used again. The Business Portal logon ID entered in the Business Portal SQL Configuration window is the logon account Business Portal uses to access data in SQL Server. This logon ID is used continually to access Microsoft Dynamics GP data. The default entry in the Business Portal SQL Configuration window is BusinessPortalUser. However, you can also use an existing SQL user or create your own SQL user. If you enter a nonexistent SQL logon in the window, that user will be created automatically in SQL Server during the Business Portal installation. If you re installing Business Portal on multiple web servers, be sure that the same Business Portal logon ID and password are used for all web servers. Additional information concerning SQL configuration can be found in Chapter 4 of the Business Portal Installation Guide. Installing from the Business Portal CD If you did not install Field Service Suite when running the Business Portal installation wizard, use the setup wizard to add it to your Business Portal installation. For additional information regarding setup, refer to Chapter 9 of the Business Portal Installation Guide. To install Field Service Suite from the Business Portal CD: 1. Insert the Business Portal CD into the CD-ROM drive of your computer. The main Business Portal installation window should appear. If the window does not appear automatically, browse the CD and double-click the CDSetup.exe file. 2. Under Install, click Business Portal for Microsoft Dynamics GP. 3. The End-User License Agreement window appears. Read and accept the terms and conditions, accept the terms in the License Agreement, and click Next. 4. The Connection Information window appears. Enter the location of your Microsoft Dynamics GP SQL database, and select the type of authentication that should be used when creating objects used by Business Portal. Further 12 FIELD SERVICE SUITE

15 information on this step can be found in Chapter 9 of the Business Portal Installation guide. 5. The Select Features window appears. Select the Field Service Suite module to be installed. 6. The Ready to Install window appears. Click Install. The installation process may take several minutes to complete. 7. The Finish window appears. Click Finish. 8. We recommend creating a backup of the web.config file after installing Business Portal applications. The web.config file is located at C:\inetpub\wwwroot\wss\VirtualDirectories\<port number>, where <port number> is the port number of the IIS web site where you installed Business Portal. FIELD SERVICE SUITE 13

16 14 FIELD SERVICE SUITE Part 2: Field Service Suite Setup

17 Part 2: Field Service Suite Setup There are three areas of security and role assignment in the Business Portal: Windows SharePoint Services, the Dynamics Security Console, and the Business Portal. It is important to consider the following when completing the Field Service Suite setup: Windows SharePoint Services Setup allows you to assign groups within the Business Portal. Domain User Setup in the Dynamics Security Console is used to set up a domain user for the site. Entity ID Assignment maps a domain user as a back office user for a specified company. Roles and Permissions offers descriptions of the roles and permissions assigned that are applicable to the Field Service Suite. FIELD SERVICE SUITE 15

18 Chapter 4: Windows SharePoint Services Setup SharePoint groups are used to grant access to Business Portal sites, document libraries, and pages. When you log on to the Business Portal, menu options and Quick Launch items appear based on the SharePoint groups you belong to. For additional information about managing groups, see the Windows SharePoint Services Administrator s Guide. 1. Click on Site Actions > Site Settings on any Business Portal page. 2. Under Users and Permissions, click People and Groups. Click Groups in the Quick Launch to display all groups. 3. Click the name of the group that you want to add users to. Click New > Add Users. 1. To access RMA information, select the Business Portal Return Customer group. 2. To access service call information, select the Business Portal Service Customer group. 4. Follow the instructions on the page to enter user names and select permissions. Additionally, you may reference Add Users to SharePoint Groups in Chapter 7 of the Business Portal Administration Guide for in depth steps on assigning users to a SharePoint group. 5. Click OK to save your changes. 16 FIELD SERVICE SUITE

19 Chapter 5: Domain User Setup in the Dynamics Security Console A domain user must be set up in the Business Portal prior to completing the mappings in the Field Service Suite. To add a new role assignment, complete the following steps: 1. Open the Dynamics Security Console. On a computer where the console is installed, click Start > Administrative Tools > Dynamics Security Console. 2. Select the Role Assignments node in the left pane of the Dynamics Security Console. 3. In the Action menu, click Add. The Add Role Assignments window appears. 4. In the Role list, select the role that you want to assign users or groups to: 1. For RMA information, select the role of Returns Customer Self. 2. For service call information, select the role of Service Customer Self. 5. Click the Add Windows Users button to add individual windows users to the role assignment. Click the Add Groups button to add application level groups or enterprise level groups to the role assignment. Roles are important because they dictate what pages and information you are able to view. These roles determine how much or how little access a user has, including the determination of read/write permission FIELD SERVICE SUITE 17

20 Chapter 6: Entity ID Assignment Chapter 11 in the Business Portal Administration Guide contains additional information regarding the steps of assigning the Entity ID in the Dynamics Security Console. This step is important as it associates the user with the appropriate back office customer. Assigning the Entity ID 1. Open the Dynamics Security Console. (On a computer where the console is installed, click Start > Administrative Tools > Dynamics Security Console.) 2. Select the Entity ID Assignments node in the left pane of the Dynamics Security Console. 3. In the Action menu, click Add. The Add Entity ID Assignments window appears. 4. Click Select Windows User to select the user you would like to assign to a back office entity. 5. In the Entity Type list, select the entity type you would like to assign to the user. For Service Center, the entity type is customer. 6. In the Company list, select the company where the entity exists. A list of entity IDs for the selected entity type and company appears. 7. In the Entity list, select the ID you would like to assign to the user. 8. Click OK to save the new assignment. 18 FIELD SERVICE SUITE

21 Chapter 7: Roles and Permissions In the Business Portal, the following groups should be considered: Business Portal Return Customer Group Business Portal Service Customer Group The Business Portal Return Customer Group allows you to access the RMA Documents in the control panel in the Business Administration portal. The Business Portal Service Customer Group allows you to access the service calls and meter readings entry in the Quick Launch. In the Dynamics Security Console, the following roles and permissions should be considered: Return Customer Role Service Customer Role Additionally, the following settings should be considered when setting up the Entity ID: Type: Customer Company: Corresponding company name These settings allow you to be set up in association with the appropriate company and, in turn, the correct company data. This is important because the address, contact name, and equipment information is all driven from the company that is selected and associated to your ID. FIELD SERVICE SUITE 19

22 20 FIELD SERVICE SUITE Part 3: Service Call

23 Part 3: Service Call This part of the documentation explains how to navigate the Field Service Suite application and the day to day activities performed while utilizing the service call and meter reading functionality. Enter a New Service Call explains how to enter a new service call. View Existing Service Calls explains how to view existing service calls. Enter Meter Readings explains how to enter and monitor meter readings. FIELD SERVICE SUITE 21

24 Chapter 8: Enter a New Service Call To enter a new service call, click the New Service Call link on the Quick Launch: The address and contact information is automatically provided based on the company information that is loaded during the entity ID assignment, and these fields are required for submission. Once the document is filled out, click the Create button to submit. The view service call details window appears with the assigned service call number and a call status. The call has now been created in Microsoft Dynamics GP, and can be recalled by using the assigned service call number. By clicking OK, you can view the newly created service call under Open Service Calls. This view can also be accessed by clicking the corresponding hyperlinks in the Quick Launch. 22 FIELD SERVICE SUITE

25 Chapter 9: View Existing Service Calls Existing calls can be accessed by clicking the Service Call hyperlink or Service hyperlink in Quick Launch. When the page is displayed, all Invoiced, Open, and Historical Service calls appear: From this page you can click on an open service call number hyperlink to drill down into the details of any open service call. By drilling down into the call, you can view details such as equipment and company information. FIELD SERVICE SUITE 23

26 Chapter 10: Enter Meter Readings Meter Readings can be entered and monitored by clicking the Enter Readings link on the Quick Launch. The meter readings window allows you to enter any meter reading information obtained from metered equipment. These readings can then be posted and updated in Microsoft Dynamics GP. Using the Address menu, you can select from any available addresses that are stored in the system. The address selection will automatically provide the Contact, Address, City, State, and Zip information. Select the serial number for the metered part and the Item Number field will display the corresponding item. Up to five meter readings may be entered for the Equipment (Serial Number) within one form. 24 FIELD SERVICE SUITE

27 Part 4: RMAs FIELD SERVICE SUITE 25

28 Part 4: RMAs This part of the documentation explains how to navigate the Field Service Suite application and the day to day activities performed while utilizing the RMA functionality. Enter a New RMA explains how to enter a new RMA. View Existing RMAs explains how to view existing RMAs. 26 FIELD SERVICE SUITE

29 Chapter 11: Enter a New RMA To enter a new RMA, begin by clicking on the New RMA link on the Quick Launch: The address and contact information is provided based on the Entity ID at the start of a new RMA creation and are required to create the RMA in the Field Service Suite. Once the document is filled out, click Create. The Preview RMA Document window appears, and the RMA has now been assigned a number and a status. Once you click OK, you can view the newly created RMA from the list of RMAs. The RMA has also been created in Microsoft Dynamics GP and can be recalled there by using the assigned RMA number. FIELD SERVICE SUITE 27

30 Chapter 12: View Existing RMAs Existing calls can be accessed by clicking the Returns or RMA Documents hyperlink in the Quick Launch: From this page, click on the RMA number hyperlink to drill down into the details of the RMA to view additional equipment and company information. 28 FIELD SERVICE SUITE

31 Index Administrators, 11 Business Portal, 3 Domain User Setup, 17 Dynamics Security Console, 17 Entity ID Assignment, 18 Extranet, 10 Field Service Suite, 3 Field Service Suite Overview, 8 Field Service Suite Setup, 15 Getting Started, 7 Installation, 11 Intranet, 10 Introduction, 3 Manuals Application manuals, 5 Business Portal Administrator s Guide, 5 Business Portal Installation Guide, 5 Business Portal User s Guide, 5 Meter Readings, 24 Microsoft Dynamics GP, 10 Permissions, 19 RMA Address, 27 Documents, 28 Entering, 27 View Existing, 28 Role Assignments, 17 Returns Customer Self, 17 Service Customer Self, 17 Roles, 17 Service Call Entry, 22 Service Center, 8 Service Center Homepage, 9 SharePoint groups, 16 Technical Support, 5 Windows Sharepoint Services, 16 FIELD SERVICE SUITE 29

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