GoldMine Premium Edition Administrator Guide

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1 GoldMine Premium Edition Administrator Guide Version 9.0 Rev: Gibraltar Drive Pleasanton, CA USA TEL:

2 Copyright 2010 FrontRange Solutions USA Inc. All Rights Reserved. Microsoft(R) SQL Server(tm) is (c) Copyright 2008, Microsoft Corporation. All rights reserved. This software includes software developed by the Apache Software Foundation (http://www.apache.org/). This program includes Firebird SQL Database Engine v1.5. Firebird SQL Database Engine v1.5 was developed by Inprise Corporation, now called Borland Software Corporation Copyright All Rights Reserved. For FBExport see The Sentry Spelling Checker Engine Copyright 1999 Wintertree Software Inc. Portions Copyright The OpenSSL Project. All rights reserved. Window captures and dialog box sample views are the copyright of their respective owners. Use of this software and its related user documentation IS subject to the terms and conditions of the applicable End User License Agreement (EULA), a copy of which is found in the user documentation folder included with the soft ware files. You must agree to the terms and conditions of the EULA in order to use this software. If you do not agree to the terms and conditions of the EULA, return the unused software within thirty (30) days of purchase IN ITS UN OPENED CD PACKAGE to the place from which you obtained it for a refund (minus any restocking fee). WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any part of the related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions USA Inc. FrontRange Trademark Information The following are trademarks of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries: FrontRange Solutions, FrontRange, GoldMine, GoldSync, GoldMine Answer Wizard, Gold Mine Management Intelligence, GoldMine Manager s Console, igoldmine, HEAT, HEAT Service & Support, HEAT PowerDesk, iheat, HEAT Self Service, HEAT Manager s Console, HEAT Answer Wizard, HEAT Quick Start Wizard, InfoCenter, Automated Processes, First Level Support, enteo, DeviceWall, Centennial Discovery, Discovery Dashboard, MicroAudit, SAM and other FrontRange products and brands. Other Trademark Information Microsoft products, brands and trademarks, including Microsoft, Windows, Windows Server, Windows Vista, SQL Server, and Internet Explorer, are the property of Microsoft Corporation in the United States and/or other countries. Other products and brands are the trademarks of their respective owners or companies.

3 Table of Contents Getting Started 17 Overview The GoldMine File System File Server and Client/Server Architecture User Administration 19 Setting Up User Groups, Users, and Resources About Record Ownership About Record Curtaining About Users Properties Setting the User Profile Setting Up User Membership Setting Up User Groups Setting User Access Setting User Menus Creating User Menu Templates Viewing the User Time Clock Setting the Outlook Sync Options Cloning User Settings Enforcing User Passwords About User Options Setting Options on the Personal Tab Setting Options for the Record Tab Setting Options for the Calendar Tab Setting Options for the Schedule Tab Setting Options for the Alarms Tab Setting Options for the Lookup Tab Setting Options for the Telephony Tab Setting Options for the Pager Tab Setting Options for the Speller Tab Creating Dictionaries Setting Options for the Login Tab GoldMine Administrators Guide Table of Contents 3

4 Setting Preferences for the Speller Tab Setting Options for the System Tab Setting Options for the E mail Tab Using Digital IDs with E mail Messages Using Digital IDs Public and Private Keys Levels of Security Sharing Public Keys Using Digital IDs in GoldMine Setting Digital IDs in Contact Details Sending Digitally Signed E mail Sending Encrypted E mail Sending E mail Messages Encrypted Using GoldMine Sending E mail Messages Encrypted Using Digital ID Reading E mail Sent with Digital IDs Updating Undocked Users INI Files and Macros GM.ini Settings Username.ini Changing Settings in the INI File in GoldMine Configuring System Settings Changing ini Settings Setting E mail Preview Text Amounts Setting Keep or Clear on Tagged Records Setting Calendar Publishing Output to XML Username.tbi Macros About Macros About DDE Macros GoldMine Report Macros All Report Categories Calendar Printouts Section Only Creating Resources Contact Management 79 About Contact Records About Record Related Settings Setting Phone Formatting in the Record Related Settings Setting Ownership in the Record Related Settings Setting Alerts in the Record Related Settings Changing the Delay Time on Alerts Setting Digital IDs in Contact Details...84 Creating Details Information Fields Deleting Custom Detail Tabs Table of Contents GoldMine Administrators Guide

5 Contact Communication 87 Overview About the Document Center Setting Up Default Document File Names and Folders for Document Templates Creating Document Templates Creating Document Templates with GoldMine Plus Installed Editing Document Templates Updating Templates Faxing Correspondence Faxing Your Default Fax Sheet Printing Documents Printing Documents from the Goldmine Document Center Using Mail Merge Properties (Printing) Printing Envelopes and Labels Using the E mail Center E mail Center Components General E mail Toolbar The Edit E mail Toolbar Local Menus Configuring the E mail Center Setting E mail Account Properties Configuring Your Computer to Access Your ISP Replying to an Activity Spell Checking E mail Creating Dictionaries Retrieving Internet E mail Retrieving E mail Linking E mail Messages to Contacts Reading E mail Using E mail Templates Configuring Sending and Retrieving E mail in the Server Agents Administrator Creating E mail Rules Creating Distribution Lists Using the Document Management QuickStart Wizard Using Encryption and Digital IDs Using Digital IDs with E mail Messages Using Digital IDs Public and Private Keys Levels of Security Sharing Public Keys Using Digital IDs in GoldMine GoldMine Administrators Guide Table of Contents 5

6 Sending Encrypted E mail Sending E mail Messages Encrypted Using GoldMine Sending E mail Messages Encrypted Using Digital ID Sending Digitally Signed E mail Reading E mail Sent with Digital IDs About the Literature Fulfillment Center Adding Documents to the Literature Fulfillment Center Editing Documents in the Literature Fulfillment Center Fulfilling or Rejecting Scheduled Literature Requests Fulfilling or Rejecting Queued Documents Editing Scheduled Literature Requests Customizing Auto dialer Settings Making and Answering Calls with SoftPhone Data Maintenance and Management 129 Overview About Contact Set Databases Defining Contact Set Profiles Opening Databases About Creating Databases Using the Databases Wizard Rehosting a Firebird Database About Maintaining Databases Attaching Databases About the Lookup.ini Examples of Using Lookup.ini Using the Lookup.ini to Launch External Applications or Macros Moving Linked Documents and Attachments Backing Up Databases Restoring SQL Databases SQL Query for Counting Contacts Using the GoldMine Maintenance Wizard Indexing Databases Sorting and Verifying Databases Setting Up Automatic Maintenance Viewing System Logs Purging Log Entries About the Database Alias Manager Using the Database Alias Manager for SQL Databases Globally Replacing Field Data Globally Replacing Fields with a Value Globally Updating Fields Using Advanced Options Globally Exchanging the Values of Two Fields Table of Contents GoldMine Administrators Guide

7 Importing and Exporting Data About Importing Data About Exporting Data Considerations for Importing and Exporting Data Using the Import Contact Records Wizard Using the Export Contact Records Wizard About Importing and Exporting XML Files Exporting to XML Importing XML Import a New File Dialog Box Importing from Other Applications Using the Outlook Conversion Wizard Exporting to GoldMine From Microsoft Excel Importing and Exporting icalendar Files Importing icalendar Files Exporting icalendar Files Merging and Purging Records Using the Merge/Purge Records Wizard Selecting the Merge and Purge Methods Merging Open Contact Records Merging Tagged Records Using the Delete Wizard Monitoring Processes Understanding GoldMine Data Files GoldMine Table Structure GoldMine Tables Contract Tables Rec Types Dashboards Management 187 Overview Sample Dashboard Tutorial Creating a New Dashboard Creating a New Data Source Adding a Label Adding a Chart Adding a Drop down List External Database Dashboard Creating a New Dashboard Adding a Label Creating a New Data Source for the Chart Adding a Chart Adding a Drop Down List Adding an Event to the Drop Down List GoldMine Administrators Guide Table of Contents 7

8 Stacked and Clustered Charts Tutorial Create a New Dashboard Create a New Three Column Data Source Add a Chart to the Dashboard Bind the New Data Source to the Chart Tabs and Splitters Working with Tabs Working with Splitters Dashboard Part Properties Details Setting the Dashboard Part Properties Types of Charts Data Source Management Managing Data Sources Dashboard Macros Dashboard Tables Adding a Column to an Existing Table Removing a Column from an Existing Table Changing the Column Label Displayed in the Dashboard Creating Table Cell Hyperlinks Dashboard Management Removing a Part from a Dashboard Repositioning and Relocating a Dashboard Part Creating a Copy of a Dashboard Deleting a Dashboard Events and Actions Viewing the Events and Actions Dialog Box Import and Export Dashboards Importing a Dashboard XML File Exporting a Dashboard XML File Web Import 239 Overview Using the Web Import Wizard Using Web Import Profiles Creating Web Forms Creating Server Scripts Formatting Web Import Files Checking for Duplicate ContSupp Data Checking for Duplicate E Mail Addresses Using Commands to Automatically Perform Operations Extracting Import Instructions and Data Importing Contacts with Web Import Requiring Passwords on Web Import Files Updating GoldMine Fields with Web Import Data Table of Contents GoldMine Administrators Guide

9 Customizing GoldMine 253 Overview Calendar Options Record Types Using the Record Types Administration Center Creating Record Types Editing Record Types Configuring Record Type Rules Creating Record Type Rules Based on dbase Expressions Creating Record Type Rules Based on Field Values Configuring New Record Creation Options Editing Primary Fields Views Editing Custom Screens Editing GM+Views Viewing the Master List of Fields Primary Field Views Customizing Primary Fields Creating Primary Field Views Manually Changing Primary Field Views Deleting Primary Field Views Custom Fields and Screens Creating Custom Screens Custom Screen Profile Dialog Box Creating Custom Fields Editing Field Properties Editing Field Properties (Profile Tab) Editing Field Properties (Color Tab) Editing Field Properties (Layout Tab) Editing Field Properties (Security Tab) Adding Expression Fields to Screens Customizing Field Typing Inserting Labels in Reports Hiding Field Labels and Values Combining Hiding and Color Adding Fields to Screens About the GM+View Tab About the GM+Browser Working with GM+View Templates Creating GM+View Templates Editing GM+View Templates Setting GM+View Default Templates GoldMine Administrators Guide Table of Contents 9

10 Creating GM+View Rules Creating GM+View Rules for Field Values Creating GM+View Rules for dbase Expressions Creating GM+View Rules for the User Selected Option Online Searching Searching the Internet for Contact Record Information Modifying the isearch.ini File About the Record Types Administration Center Customizing the Opportunity and Project Managers Properties Plug-Ins 291 Overview ActiveX Controls HTML Integrations Plug in Description File HTML ActiveX Plug in Security Adding a Local Plug in Directory Service Center 297 Overview Using the Service Center Service Center List View Service Center Detail View Using the Service Center Toolbar (List View) Using the Service Center Toolbar (Detail View) Creating a New Case New Record Tabs Customizing Tabs Creating a New Template Reassigning a Case Escalating a Case Resolving a Case Creating a Performance Report for a Case Customizing Data Appearance About the Set Case Number Mask Dialog Table of Contents GoldMine Administrators Guide

11 Reporting 315 Overview About the Reports Center Report Center Toolbar Adding.JPG Previews to the Reports Center Report Types Using the Reports Center Setting Report Properties Setting Report Properties, Profile Tab Setting Report Properties, Sort Tab Setting Report Properties, Options Tab Using Crystal Reports Adding Crystal Reports to the Reports Center Configuring Crystal Reports Data Source Names Running Crystal Reports from the GoldMine Reports Center Creating Reports Reports Layout Local Menu Reports Layout Toolbars Cloning Reports Editing Report Layouts Editing Report Parameters Inserting Sections in Reports Editing Report Sections Inserting Report Fields Creating Dialog Fields for Reports Editing Report Fields Examples of Formatting Sections Modifying the Appearance of Report Fields Inserting Fields in Reports Working with Field Properties in Reports About Report Filters Editing Global Report Filters Editing Section Filters in Reports Editing Macros in FIlters Previewing GoldMine Reports Printing Reports Saving Reports with Data Viewing Saved Reports Sorting Report Data Answer Wizard Reports Reporting Services Integration Configuring for E Mail Delivery Configuring the INI File GoldMine Administrators Guide Table of Contents 11

12 Automated Processes 357 Overview Automated Processes Components Designing Automated Processes Automated Processes Center Components Process Local Menu Process Options Update Creating Automated Processes Working with Automated Processes Creating Processes Editing Processes Creating Events Using the Automated Processes Center Event Properties Dialog Box Editing Events Creating Triggers Creating or Editing Filters and dbase Expressions Creating Actions Attaching Processes to a Contact Executing Processes Removing Attached Automated Processes Trigger Dialog Boxes Synchronization 377 Overview About Transfer Sets About Synchronizing with Microsoft Outlook, Palm/Treo, or a Pocket PC Device Configuring Synchronization with Microsoft Outlook Configuring Synchronization with Palm/Treo Using Copy/Move Records Using the Sync Spy About the Synchronization Wizard Using the Synchronization Wizard Configuring the Synchronization Connection Method About GoldSync GoldSync Key Terms and Concepts GoldSync Implementation Considerations Planning a GoldSync System GoldSync Sites Local Menu Configuring Synchronization Settings Using the GoldSync Administration Center Creating Sites Configuring the GoldSync Site Group Override Options Creating Site Groups Configuring the General Options (Site Groups) Table of Contents GoldMine Administrators Guide

13 Configuring the Retrieve Options Creating Servers Cloning Site Settings Creating Server Processes Configuring the Number of Connections Configuring Incoming E mail Settings Configuring Outgoing E mail Settings Configuring the Active Periods for Synchronization Running GoldSync as a Service Configuring GoldSync as a Service Adding the Users Table as an Option for Sync Adding Macros to the GoldSync.ini File About One Button Synchronization Synchronizing Using One Button Synchronization Creating One Button Synchronization Profiles Retrieving One Button Synchronization Profiles E mailing One Button Synchronization Profile to Remote Creating Installation Files for One button Synchronization Retrieving One Button Synchronization Installation Files Configuring Send Options Monitoring Processes Server Agents 421 Overview Starting the Server Agents Configuring Sending and Retrieving E mail in the Server Agents Administrator Configuring GoldSync in the Server Agents Administrator Configuring Outlook Sync in the Server Agents Administrator Configuring Printing and Faxing in the Server Agents Administrator F2 Lookup Lists 425 Overview Using the F2 Lookup Managing F2 Lookup Lists Creating F2 Lookup Entries Setting Dependency Between Lookup Lists Configuring F2 Lookup List Security Editing F2 Lookup Entries My GoldMine 435 Overview Configuring My GoldMine Using My GoldMine Select a Resource to Add Dialog Box in My GoldMine GoldMine Administrators Guide Table of Contents 13

14 Knowledge Base 439 Overview Knowledge Base Toolbar Accessing the Knowledge Base Creating Knowledge Base Books, Folders, and Topics Editing Knowledge Base Books, Folders, and Topics Adding Keywords to Knowledge Base Topics Setting Security Access on Knowledge Base Topics Adding HTML Text to Knowledge Base Topics GoldMine Plus for Microsoft Office 445 Overview About GoldMine Plus for Microsoft Word About GoldMine Plus for Microsoft Excel About GoldMine Plus for Microsoft Outlook Installing GoldMine Plus for Microsoft Office Setting Preferences in GoldMine Plus for Microsoft Office Customizing GoldMine Plus for Word Granting User Access to Templates Using GoldMine Fields in Microsoft Word Installing GoldMine Fields into a Word Document Using GoldMine Fields in Microsoft Excel Exporting to GoldMine From Microsoft Excel Adding Excel Templates Licensing 455 Overview About GoldMine Licenses License Types License Serial Number Master License Using Net Update Using the License Manager About Sub licenses Site License Creating Site Licenses Creating Undocked User License Creating GoldSync Licenses Updating Undocked Users Removing Licenses Table of Contents GoldMine Administrators Guide

15 Integration 465 Overview Integrating with HEAT Advantages of a HEAT Integration How the HEAT Integration Works About the Tickets Tab Launching HEAT from GoldMine Ticket Transfer Utility with HEAT Integration Sending E mail to HEAT/HEAT PowerDesk Agent HEAT/HEAT PowerDesk Options Integrating with.net Resources 471 Additional Documentation Contact Us Glossary 473 Index 481 GoldMine Administrators Guide Table of Contents 15

16 16 Table of Contents GoldMine Administrators Guide

17 Getting Started Overview Now that you have installed GoldMine Premium Edition, this chapter will help you understand the GoldMine Architecture. For more information and procedures, see the GoldMine User Guide PDF or in the topic in the Online Help. The GoldMine File System GoldMine stores information in one or more databases in which related records are logically organized. Storing information in a database provides advantages such as a common point of access for multiple users, applications, and data security. Network applications managing information typically organize shared data in a relational database structure, supervised by a Database Management System (DBMS). The DBMS supervises maintenance of and access to the database. It has a database engine that defines the database structure, stores data, and responds to requests by retrieving data from the stored locations. The DBMS can organize data in one large database that stores all system data or in multiple unique databases in the same system. Information systems today facilitate quick and reliable data management and retrieval using the relational database. At the most basic level, a relational database consists of tables organizing data in columns and rows. The cell at any column/row can contain only one value. Columns and rows work together to define the type of information a cell contains. GoldMine, acting as a DBMS, uses a number of different files to store various elements of the data it collects. In a GoldMine Premium Edition installation, the shared database files and Contact files are hosted on the server database while licensing and user files remain local to the GoldMine folder. In a network environment, you can run workstations from the executable on the server. You can also install GoldMine's executable files locally to a workstation if the data files are centrally located and accessible to all GoldMine users. The physical configuration of GoldMine on the hard drive is important. The main GoldMine executables should always be one level deep in a directory structure. The path to GoldMine should be x:\goldmine, where x is the network drive where GoldMine is installed. Installing by using Universal Naming Convention (UNC) paths, the server path should be \\server\goldmine\goldmine or \\server\sharename\goldmine. GoldMine Administrators Guide Getting Started 17

18 File Server and Client/Server Architecture Networks require configuration that manages shared data stored in a central location. Users need a way of accessing information from the central file(s), and the organization needs a way of protecting data integrity and controlling traffic to maintain the availability of shared resources. These needs are met using file server and client/ server architecture. Client/Server Architecture GoldMine Premium Edition utilizes a client/server architecture: The client/server uses network resources more efficiently to reduce network traffic and respond to requests for data while maintaining data security. The client/server architecture effectively divides the functions of the DBMS between the client and the server. The server acts as the database engine maintaining and administering access to the data. When the server receives a request from a client, the server scans the database for data on the server and returns only the requested piece rather than a whole block. Processing occurs at the server, so the server sends back the data in final form as the response to the query. Structured Query Language (SQL) is the tool enabling the application user interface to communicate with the server database engine. NOTE: To encrypt database traffic between GoldMine and SQL Server, turn on Force Protocol Encryption option in the properties of the Native Client Configuration for SQL server. Note that file attachments are transferred using Microsoft networking file system and might not be encrypted. 18 Getting Started GoldMine Administrators Guide

19 User Administration Setting Up User Groups, Users, and Resources GoldMine s security is based on user groups and users, which must be set up to make the security effective. Each GoldMine user should have a unique user name and password. This is the first level of security. The GoldMine administrator assigns each user the minimum level of necessary access without restricting the functionality related to the user s job performance. Define user groups according to the function users perform. User and user group security access applies to: GoldMine Functions. The administrator can permit or deny access to GoldMine functions. For example, permit or deny a user or user group the ability to create new Contact Records, delete records, or access other users Calendars. Menu Commands, Toolbar, and Taskbar Settings. Remove menu items from the user s menu customizing the selection of available menu options and customize toolbars and the Taskbar. Contact Databases. Assign user groups access to databases. If a database is assigned to a user or user group, only members of the group can open the database in GoldMine. Each database can have different access restrictions. Screens and Fields. Restrict access rights to user defined screens attached to particular contact databases. If a screen is public, all GoldMine users can view the information. If access is set to a user group, only members of the group can see the screen. Record Ownership. Each Contact Record is assigned an owner. The default owner is public; however, assign a record or group of records to a user or user group. If a record is owned by a group, each group member is treated as the owner of the record. Ownership determines whether a user who is not an owner can read all or part of the Contact Record or whether a user can edit the record. The GoldMine administrator can also restrict access to such items as the Relationship Trees, InfoCenter entries, and the ability to launch HEAT from GoldMine Premium Edition. Users with Master Rights can access all parts of the system and bypass all the security settings except for the user s: Personal Contacts PersonalBase files in the InfoCenter Encrypted e mail Master Rights users are the only users permitted to access and modify user settings. GoldMine administrators should have Master Rights. GoldMine Administrators Guide User Administration 19

20 About Record Ownership Contact records can be owned by everyone (public), by a user, or by user groups. Ownership determines security on contact records. Consider the following when setting record ownership: Records owned by (public) can be viewed and edited by all users.viewing and editing security can be set on individual fields. Record Ownership is used when record curtaining (see "About Record Curtaining" on page 20) is applied. Ownership is stored in the Owner field in the Contact1 table. Ownership can be set when you: Create a Contact Record (see "Setting the User Profile" on page 22) Configure Record Ownership (see "Setting Ownership in the Record Related Settings" on page 81) About Record Curtaining Record curtaining (see "Setting Ownership in the Record Related Settings" on page 81) lets you hide information in a contact record from those individuals who do not own the record. With record curtaining active, if you try displaying a contact record you do not own, the lower portion or all of the contact record is curtained, hiding the data from view. Note: Curtaining status is stored in the Contact1 table. The level of curtaining is stored in the second position in the Status field. A blank or zero indicates no curtaining, a 1 indicates partial curtaining, a 2 indicates complete curtaining, and a 3 indicates semi partial curtaining. Record curtaining is controlled by the record Owner. Each contact record can be either public or private. When a new record is added to the database, ownership defaults to (public). Public records can be viewed by all GoldMine users. Private records are records with an assigned an owner, either an individual GoldMine user, or a user group. If you select complete record curtaining, private records can be viewed only by their owners, or by members of the owner user group. If you select partial curtaining, other users can see only the company, contact, and phone number for the private records. NOTE: When an non owning user performs global operations, such as mass deletions or field updates, GoldMine ignores completely curtained records. In addition, scheduled activities linked to a curtained record appear as unlinked to unauthorized users. 20 User Administration GoldMine Administrators Guide

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