HEAT Administrator Guide

Transcription

1 HEAT Administrator Guide Version 9.5 3/10

2 ii Notices Copyright 2010 FrontRange Solutions USA Inc. All Rights Reserved. The Sentry Spelling-Checker Engine Copyright 1999 Wintertree Software Inc. The HEAT Web-based Call Logging product may contain the following and other open source components: GWT-Ext, Copyright (c) GWT-Ext LLC. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v3.0; Hibernate, Copyright 2006, Red Hat Middleware, LLC. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v3.0; itext Copyright (c) by Bruno Lowagie and Paulo Soares. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; javassist Copyright (c) Shigeru Chiba. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; antlr Copyright (c) , Terence Parr. All rights reserved. asm Copyright (c) INRIA, France Telecom. All rights reserved. dom4j Copyright (c) MetaStuff, Ltd. All Rights Reserved. jaxen Copyright (c) The Werken Company. All Rights Reserved. Slf4j-1.5 Copyright (c) QOS.ch. All rights reserved. Joda Time Copyright (c) Stephen Colebourne c3p Machinery For Change, Inc. 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 IN THE SOFTWARE. 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 UNOPENED 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, GoldMine 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. Contact FrontRange Solutions USA Inc. at our Web site: (Jan 2010)

3 Table of Contents Welcome to Administrator What s New Getting Started Setting Up Your System Launch Administrator Shortcut Keys Navigate Administrator Administrator Dashboard Administrator Main Window How HEAT Works Key Terms and Concepts What is a Database? HEAT Database HEAT Interface Delivered HEAT Database Customizing Your Database What is an Edit Set? Committing an Edit Set Quick Customize What is a Table? Tables in HEAT Key Tables Table Categories Table Types Table Views What is a Field? HEAT Fields Field Attributes What is a Form? HEAT Forms

4 iv Table of Contents Setting Security Users Add Users Assign User to a Team Remove User from a Team Edit Users Delete Users Roles Restricting Access to Customer Types Add Roles Define Role Security Rights Define Role Table Rights Assign Users to Roles Remove Users from Roles Copy Roles Edit Roles Delete Roles Teams Add Teams Assign Users to Teams Remove Users From Teams Edit Teams Delete Teams Controlling User Accounts Monitor User Accounts Lock/Unlock User Accounts Reset Login IDs Setting Database Passwords Locked Calls Configure Unified Logins Software Licensing Setting Expiration Dates on HEAT Passwords Setting Defaults Simple Search Defaults System Settings System Defaults Assignment Defaults Hours of Operation Defaults Search Defaults Search Order Defaults Knowledge Search Defaults enteo Integration Setup Defaults Call Transfer Setup Defaults Transfer via System Transfer Mail Defaults Activity Log Defaults Activity Log Preferences HEAT

5 Table of Contents v Activity Log Group Delete Defaults Activity Record Types Defaults Call Map Defaults Add Default Categories Add Default Call Information Fields Add Default Customer Information Fields Add Default Assignment Information Fields Add Assignment Subnodes Define Labels for Call Map Assignments Add Default Journal Information Fields Define Labels for Call Map Journals HEATBoard Setup Defaults GoldMine Integration Setup Defaults Counter Setup Defaults Admin Defaults Administrator Default Paths Form Font Defaults Grid and Dialog Font Defaults Call Status Values Defaults Designing Your System Developing a System Plan System Design Questions Designing Forms Customizing Your Database Customization Process Edit Sets Edit Set Interface Working with Edit Sets Tables Working with Tables Table Types Table Views Fields Table Editor Create Fields New Field Wizard Create Fields Using the Field Definition Dialog Box Field Formats Working with Fields Forms Form Wizard Form Editor Create Forms Open Forms Add Fields to Forms Add AutoTasks to Forms Add Report Shortcuts to Forms Administrator Guide

6 vi Table of Contents Add Other Controls to Forms Format Form Controls Format Forms Grids Create Grids Open Grids Arrange Fields in Grids Print Grids Resize Grid Column Widths Edit Grids Removing Fields from Grids Maintaining Your Database Globally Replace a Value Import Data Export Data Validation Constraints Contact Table Associations Setting up Contact Table Associations Associating Contact Tables HEAT Messaging Center How HEAT Messaging Center Works Configure the HEAT Messaging Center HMC General Settings Tab Message Disposal Settings Tab Messaging Storage Tab Configure Message Sources Messaging Rules Enable Message Processing HEAT Survey Configuration Create a Survey Send Surveys Working with Surveys View Survey Status View Survey Results HEAT Self Service Configuration Open the Web Server Configuration Tool Service Status Common Settings Call Logging Settings HEAT Self Service Settings General Options Call Types Call Priorities HEAT

7 Table of Contents vii Call Status Journal Filtering HSS Banner Settings Visual Settings Customer Types Call Groups HEAT Self Service Register as a User Log in Retrieve Forgotten Password Modify Account Information Change Password Password Retrieval Question Modify Your Profile Subscribe to a Hot Issue Search the Knowledge Base Submit a New Issue View Issue Ticket History Search for an Issue Ticket Edit an Issue Ticket Submit a Service Request Log out Integrations Integrating HEAT with Other Products Integration with FrontRange Centennial Discovery Integration with GoldMine How Integration with GoldMine Works Integration Process Integration with ITSM Resources Additional Documentation A-1 Contact Us A-2 Index Administrator Guide

8 viii Table of Contents HEAT

9 1 Welcome to Administrator The Administrator module is a pivotal tool for managing your HEAT system. This module provides the features you need to customize your database, maintain your database, set security, set defaults, and integrate HEAT with other applications. Administrator tasks include: Setting Security Setting Defaults Designing Your System Customizing Your Database Maintaining Your Database Adding and Configuring HEAT Messaging Center Configuring HEAT Survey Configuring Integrations

10 1-2 Welcome to Administrator What s New The following Administrator features/functions are new or enhanced in this release: Enhanced Edit Set interface, with an optional tabbed layout, and three panels to facilitate dragging and dropping fields, report shortcuts, and AutoTasks onto forms. Refer to "Edit Set Interface". Enhanced form design features including the ability to add a photo to Profile Records. Refer to "Format Form Controls" and "Format Forms". Ability to hide Customer Types from specified users. Refer to "Restricting Access to Customer Types". HMC enhancements including the ability to create the HMC database within the HMC console (refer to "Messaging Storage Tab"), identifying a profile record associated with a message (refer to the Profile Links description in the Create Ticket Action and Update Ticket Action procedures in "Add Actions"), parsing the message subject line for a value (refer to description in the Source Field table in the "To Add Messaging Rule Filters" procedure), html-formatted and the ability to specify a From and Reply to address for success/failure (refer to "Add Actions"). Information for configuring settings in the re-designed Web Server Configuration Tool can be found in the "HEAT Self Service Configuration" topic. The online help also contains information for HSS users in the "HEAT Self Service" topic. Information for configuring the Web Server DB Configuration tool can be found in the HEAT Installation Guide. HEAT

11 2 Getting Started The following information will help you set up, launch, and navigate through the HEAT Administrator module: Setting Up Your System Launch Administrator Shortcut Keys Navigate Administrator

12 2-2 Getting Started Setting Up Your System The following process overview provides the basic steps for configuring your HEAT system. 1. Install HEAT. 2. Experiment with the Demo data in the Sample database. HEAT ships a Sample database containing all the tables, fields, forms, and grids you need to get started. In addition, HEAT also ships Demo data to help illustrate the ways in which issues can be logged and tracked using HEAT's numerous modules and features. 3. Develop a system plan. Answer the System Design Questions to help you organize and plan functions for your organization. You can then begin customizing your Starter database. 4. Create your Customer Types. A Customer Type identifies the people that you support. Customers can be internal employees or external clients. Note: The fewer Customer Types you define, the simpler your system is to configure and run. 5. Create your Call Types. Call Types should describe the major categories of problems handled by your organization. Keep the categories as general as possible to speed and simplify logging calls. 6. Create a Profile form for each Customer Type. The Profile table stores information specific to each customer that belongs to a Customer Type. You can create a different Profile form for each Customer Type. 7. Create a Profile Subset form for each Customer Type. The Profile Subset is an area at the top of the main Call Logging window containing selected information from the Profile table. 8. Link fields between the Profile table and the Profile Subset. When you link fields, information from the Profile table automatically fills portions of the Profile Subset. 9. Create a Configuration form for each Customer Type. The Config table contains information about each customer s hardware/software, etc. (based on Customer Type). You can create a different form for each Config table to reflect the different needs of each Customer Type. 10. Create Detail forms for each Call Type. Each Call Detail form contains information specific to one or more Call Types. You can create a different form for each Call Type. 11. Create links between Configuration tables and Call Detail forms. These links allow your system to fill call detail fields with information from the Configuration table using just a few keystrokes. 12. Customize the Assignment-Contact form. Add fields to this form so finding and contacting assignees is efficient. 13. Customize the Assignment tab form. Customize the layout of your Assignment tab form. 14. Commit field and form definitions. Commit your Edit Sets to the live system. HEAT

13 Launch Administrator 2-3 Launch Administrator 1. From the Start button on the Windows taskbar, select Programs>HEAT>Administrator. 2. The HEAT Service & Support Data Source dialog box opens. Specify the data source to use. 3. Select Automatically use this Data Source in the future if you want to always use the designated data source. 4. Type your User ID and Password, then click OK. The Administrator Dashboard opens. IMPORTANT: If you are logging on to Administrator for the first time, type Admin as your User ID and manage as your password. Shortcut Keys HEAT provides access to common functions and commands with keyboard shortcut keys. Core HEAT Function Copy Cut Delete character to the left Delete character to the right Move back one field Move cursor one word to the left Move cursor one word to the right Move cursor to beginning of text field Move cursor to beginning of the line Move cursor to end of text field Move cursor to end of the line Move cursor to next field Move cursor within a field Paste Scroll text in a memo field Undo Key Ctrl+C Ctrl+X Backspace Delete Shift+Tab Ctrl+left arrow Ctrl+right arrow Ctrl+Home Home Ctrl+End End Tab left arrow and right arrow Ctrl+V up arrow and down arrow Ctrl+Z Administrator Guide

14 2-4 Getting Started Administrator Function Connection Manager New Edit Set Open Edit Set Quick Customize Roles Save Teams Users View Administration Key Ctrl+T Ctrl+N Ctrl+O Ctrl+Q Ctrl+R Ctrl+S Ctrl+T Ctrl+U Ctrl+W Call Logging Function Alarms Assignment Assignment, Acknowledge Assignment, New Assignment, Resolve Call, First Call, Last Call, Next Call, Previous Call Group, Close Call Group, Open Existing Call ID, Go to Call Log Call Map, Go to Call on Hold, Place Call Record Browse, Display Call Ticket Report, Run Clear a Date or Time Field Counter Field, Decrement Counter Field, Increment Key Shift+F11 Alt+3 Shift+F2 Ctrl+A Ctrl+Shift+F2 Shift+F7 Shift+F8 F8 F7 Ctrl+F4 Ctrl+O Ctrl+G Alt+1 Ctrl+Alt+M Ctrl+H Ctrl+B Ctrl+Alt+R F2 - (numpad) + (numpad) HEAT

15 Shortcut Keys 2-5 Function Crystal Decisions Crystal Reports Customer Types, Change Detail Display Calendar in Date Field Fill in System Date/Time First Level Support (FLS) HEATBoard Current Call Information HEATBoard, Go to Help InfoCenter, Show Journal Moves between Call Groups My Hot List, Add Call New Call New Journal Next Assignment/ Journal Previous Assignment/ Journal Print Active Call Group Print Call Ticket Profile Quick Close Refresh Call Record Refreshes Active Call Group Run Crystal Report Run/Edit Report Shortcut Save Search, Perform Spell Check Subset, Autosize SupportMail Toggles between upper and lower panes Un/Lock Call Record Key Ctrl+D Ctrl+T Alt+2 F4 F3 Ctrl+F Ctrl+Alt+C Ctrl+Alt+B F1 Ctrl+Alt+I Alt+4 Ctrl+Tab Ctrl+M Ctrl+N Ctrl+J Ctrl+Page Down Ctrl+Page Up Ctrl+Shift+P Ctrl+P F5 F10 Ctrl+F5 Ctrl+E Ctrl+Shift+D Ctrl+Alt+D Ctrl+S Ctrl+Shift+S Shift+F9 F12 F11 F6 Ctrl+L Administrator Guide

16 2-6 Getting Started Function Validations Key F9 SupportMail Function Attached Call, Go to Broadcasts Forward Mail Message, new Move Refresh Messages Reply to Sender Key Ctrl+A Ctrl+B Ctrl+F Ctrl+M Ctrl+V Ctrl+E Ctrl+R Alert Monitor Function Define a Call Group Alert Define a System Message Alert New Alert Definition Open a Call Group Alert Definition Poll Now Save Start Polling Toggles between At and Away from Desk Toggles between upper and lower panes View Alert Summary View Journal Entries Key Ctrl+G Ctrl+M Ctrl+N Ctrl+O F5 Ctrl+S F2 F7 F6 F8 Ctrl+J HEAT

17 Shortcut Keys 2-7 First Level Support (FLS) Function Add Child Collapse branch Edit Exit Expand branch Expand one level Find New Open Print Save Key Ctrl+A - (numpad) F2 Alt+F4 * (numpad) + (numpad) F3 Ctrl+N Ctrl+O Ctrl+P Ctrl+S Administrator Guide

18 2-8 Getting Started Navigate Administrator Use the Administrator Dashboard or the menu bar and toolbar in the Administrator Main Window to navigate to the various tools and functions in Administrator. Administrator Dashboard The Administrator Dashboard displays when you first log on to HEAT Administrator and provides quick access to many of the administrator tools that customize, maintain, and control your system. Any tools or functions not listed on the Dashboard are available from the Administrator menu bar on the Administrator main window. The Dashboard is designed so that whenever you access the Administrator tools listed, the Dashboard closes and the appropriate dialog box opens within the Administrator main window. Click the Dashboard button (first button) in the Administrator toolbar to reopen the Dashboard. To prevent the Dashboard from displaying at startup, deselect the View>Dashboard at Startup option from the Administrator menu bar. Using the Administrator Dashboard you can: Customize Your System - Create Edit Set, Open Edit Set, Make Quick Changes (refer to "Customizing Your Database") Maintain Your Database - Import Data, Export Data, Global Replace (refer to "Maintaining Your Database") Establish System Security - Edit Users, Edit Teams, Edit Roles, View Current Users in the System (refer to "Setting Security") Set System Defaults - System Settings, Simple Searches, Hours of Operation, CallMap Setup, HEATBoard Setup, Call Ticket Transfer, Mail, Activity Log Preference, GoldMine Integration Setup, Counter Setup (refer to "Setting Defaults") HEAT

19 Navigate Administrator 2-9 License Your Software - Activate your HEAT system; until you enter your license code, provided with the purchase of HEAT Service and Support software, this system will remain an evaluation system limited to 250 call records (refer to "Software Licensing"). Administrator Main Window The Administrator Module main window contains a menu bar for accessing the various dialog boxes and commands where you perform the majority of Administrator tasks and operations. There is also a toolbar that provides shortcuts to commonly used functions. The status bar at the bottom of the window, displays the current data source and the status of operations. Administrator Menu Bar The Administrator Menu bar is located at the top of the Administrator main window. Menu options change, depending on the functions being performed. For example, when you open an Edit Set, the Defaults menu option is no longer visible. Initial menu options include: File - Accesses options for creating, opening, and modifying Edit Sets, as well as access to Quick Customize. You can also exit Administrator from this menu. View - Toggles between displaying/hiding the Administrator toolbar and Status Bar, and viewing the Administrator Dashboard at startup. Also, you can select the Tabbed Layout option for Edit Sets instead of viewing the Edit Set function in a dialog box. Database - Accesses options for making global database changes, importing/exporting database information, Validation Constraints, and Contact table associations. Use the Database menu option for backing up databases (Export) and retrieving backed-up database files (Import). Security - Accesses options for setting security for users, roles, and teams; controlling user accounts; licensing; setting database passwords; unlocking locked calls; configuring unified logins; and setting expiration options for user passwords. Defaults - Accesses options for setting defaults for Simple Searches, system settings, hours of operation, Searches, Call Transfers, DDE/Telephony, mail, Activity Logs, the Call Map, the HEATBoard, counters, administrator operations, call status values, and the Discovery Setup Wizard. You can also integrate HEAT with other applications (GoldMine, enteo) using this menu. Help - Accesses online help and a link to the FrontRange Solutions Home Page. Administrator Guide

20 2-10 Getting Started Administrator Toolbar Use the dockable toolbar to access common functions. Most of these options are also available in the Administrator menu bar. To dock the toolbar to any side of the Administrator main window, simply drag and drop the toolbar in the desired location. Note: if you do not see the toolbar, select View>Toolbar from the menu bar. Toolbar buttons include: Dashboard - Displays the Administrator Dashboard. New Edit Set - Opens the Edit Set interface, in which you can customize and change your system structure. Open Edit Set - Opens the Open dialog box, in which you can open an existing Edit Set. Save Edit Set - Saves an Edit Set. Enter Quick Customize Mode - Opens the Edit Set interface in Quick Customize mode. Cut - Cuts information and places it on the pasteboard. Copy - Copies information to the pasteboard. Paste - Pastes information from the pasteboard. support.frontrange.com - Launches the FrontRange Solutions support site (maintenance customers only). HEAT

21 3 How HEAT Works HEAT is a suite of front-end applications (an interface) that communicates with a database through a communication layer (ODBC) to store and retrieve information. This architecture allows information to be entered and quickly shared in a variety of ways. Key Terms and Concepts What is a Database? What is an Edit Set? What is a Table? What is a Field? What is a Form?

22 3-2 How HEAT Works Key Terms and Concepts These are a few terms and concepts you should be familiar with before using Administrator: Database - A database is a collection of data organized so its contents can be easily accessed, managed, and updated. Data is stored in the form of tables and fields. Table - A table is where records are stored within a database. Tables contain columns (fields) and rows (records). Field - A field is a specific parcel of information within a database table. Multiple field data (as a group) constructs a record. Form - A form is a graphical view for displaying, entering, and editing table information one record at a time. Forms are the windows you see in Call Logging. Forms in HEAT are highly customizable. As a result, your forms may look very different from those presented in our documentation. Control - A control is an object for displaying information on a form (for example, dropdown boxes, text boxes, and radio buttons are controls). Usually a control is associated with a field in your database (field control). Some controls, however, are used simply to enhance the aesthetics or usability of a form (for example, an image). Label - A label is the name that appear next to the control on forms. Form labels represent and identify the database fields located in the database. Record - A record is a functional collection of table information. In addition, the term record also refers to a more complex collection of related information that may be stored in several different tables. There are two important records of this sort in HEAT: the Call Record and the Customer Record. Call Record - A Call Record is the collective information about a specific call, such as caller, status, priority, etc. A Call ID identifies the call and ties together all the components of a Call Record (details, Assignments, Journal entries, etc.). A Customer ID links the Call Record to a Customer Record. The information for a Call Record is stored in the Subset, CallLog, Detail, Asgnmnt, and Journal tables. Customer Record - A Customer Record is the collective information about a specific customer, such as name, address, phone number, history, etc. A Customer ID identifies the customer, ties together all components of the Customer Record (profile information, call history, configuration data, and contact details), and links the Call Record to the associated Call Records. The information for a Customer Record is stored in the Profile, Config, and Contacts tables. Customer Type - A Customer Type allows you to categorize the various kinds of customers supported by your organization. For example, a customer may be a person, a department, or a company. Note: The Demo data, included with your software, contains several predefined Customer Types. You can use these Customer Types, modify them, or create your own in using an Edit Set. Configuration Type - A Configuration Type allows you to categorize various types of equipment, or tasks related to equipment, specific to a customer. For example, a Configuration Type could register a product, handle contract information, or track training information. Note: The Demo data included with your software contains several predefined Configuration Types. You can use these Configuration Types, modify them, or create your own using an Edit Set. HEAT

23 What is a Database? 3-3 Call Type - A Call Type helps classify various customer issues. For example, a customer may call with a billing issue, a technical request, or a sales inquiry. Note: The Demo data included with your software contains several predefined Call Types. You can use these Call Types, modify them, or create your own using an Edit Set. Call ID Number - The Call ID number is a unique system-generated sequential number that identifies each Call Record and ties together all components of the Call Record. Call ID numbers are never reissued, even if a call is deleted or abandoned. The Call ID number appears in the Call Status banner. Customer ID - A Customer ID (often called Cust ID) is a number or alphanumeric combination assigned by the system administrator or department manager to uniquely identify a customer. The Customer ID is unique for a particular Customer Type and is used to tie together all components of the Customer Record. The Customer ID also links the Customer Record to the associated Call Records. Edit Set - An Edit Set is a working copy of your field and form definitions. You can access the definitions through the Edit Set interface in Administrator. Changes to your system are saved by committing the Edit Set. Table View/View Set - Table Views control the way different users see and interact with the same data. More precisely, they control which table information (that is, field and field attributes) appears in a form. A View Set is a collection of Table Views. What is a Database? A database is a collection of data organized so its contents can be easily accessed, managed, and updated. All relational databases contain four basic components: Table - A container for a collection of similar records. Tables contain columns (fields) and rows (records). Field - A column of information within a table. Fields are specific parcels of information that hold a single piece of information. Multiple field data construct a record. Index - An internally managed set of pointers designating a single or group of records that helps with quick information retrieval. Form - A graphical view for displaying, entering, and editing table information one record at a time. Forms are mainly the windows seen in Call Logging. Note: Forms may or may not be part of the database itself. The form can be incorporated into a front-end application (such as HEAT) that communicates with a database to directly transfer field information to the appropriate table. A filing cabinet is a good analogy for a database structure. The file room is where all the file cabinets are stored; this to be the database. The file cabinets each hold specifically organized information (for example, one cabinet may store employee information, another may house equipment information); these file cabinets are the tables. Within each file cabinet, there are file folders, each containing very specific parcels of information (for example, employee resumes or equipment receipts); these are the fields. Put it all together and you have the basic structure for a database. Administrator Guide

24 3-4 How HEAT Works HEAT Database The HEAT database is the storage facility that stores information specially organized for fast and efficient manipulation and retrieval. Your system stores this information in the form of tables and fields: Tables - Data is stored in tables within a database. Tables are made up of fields. Fields - Specific parcels of information within tables. Note: For information about customizing your database, refer to "Customizing Your Database". For information on creating, opening, saving, and committing Edit Sets, refer to "Edit Sets". Open Database Connectivity (ODBC) Open Database Connectivity (ODBC) is a standard developed by Microsoft Corporation facilitating connections between different types of databases from applications such as HEAT. The application can then communicate using one standard communication format. An ODBC driver establishes the link between the workstation and the database, regardless of the database type. An ODBC Driver is a Dynamic-Link Library (DLL) that an ODBC-enabled application (such as HEAT) can use to gain access to a particular database. HEAT Interface The HEAT interface is the mechanism by which users view, enter, and interact with information stored in the database. The interface retrieves information from the tables and fields in the database, then displays this information using forms and controls. Forms - Graphical interfaces for displaying, entering, and editing table information one record at a time. Forms are the windows you see in Call Logging. Controls - Objects that appear on the forms. Controls display field information, or simply enhance the aesthetics or usability of a form. Form labels (the names next to controls) identify the controls. In simple terms, the database acts as a storage facility, or pool, from which the interface can select information or to which the interface can send information. For example: An employee calls to report her printer is not working. The issue is logged in a Call Record. The Profile information (employee's name, phone extension, , etc.) is validated from information already in your database. Therefore, you are retrieving values from your database. The Call Description is unique and filled in by you. When you save the Call Record, this information is sent to your database for storage (it is stored as a field value in the appropriate table). Therefore, you are sending values to your database. HEAT

25 What is a Database? 3-5 Delivered HEAT Database HEAT is shipped with two databases: a Starter database (HEAT.haf) and a Sample database (HEATDemo.haf). The Starter database is the database you customize to use with your HEAT system. The Sample database is a demonstration database you can use to explore and evaluate HEAT features. Both databases contain structure (that is, tables, fields, forms, and grids) and Demo data. Demo Data Within the Starter and Sample databases is demo data (Call Records, Customer Records, Call Types, etc.) to help you understand how the different components work together in HEAT. Once you have assessed the needs of your own organization, you can customize this demo data to meet your own needs, or delete the demo data entirely. IMPORTANT: FrontRange Solutions recommends experimenting with the demo data in the Sample database before customizing your Starter database. Doing so allows you to fine-tune your requirements before committing your decisions to the database. Customizing Your Database The Sample database provided by HEAT is your starting point. Once you have assessed your own database requirements, you can customize the Starter database to meet the specific needs of your organization. You can customize the Starter database two ways: Edit Set - An Edit Set is the main mechanism for customizing your database. Through an Edit Set, you can create and modify tables (including Table Types), create and modify fields, create and design forms, create and modify Views, and create and modify grids. This flexibility allows you to completely customize your database to suit your needs at any time. Note: System tables and fields cannot be removed or modified. Table Maintenance - Table Maintenance is a feature allowing you to add values to your database tables directly from Call Logging (if rights have been granted). For example, you could add a new priority to the Priority table. For more information on Table Maintenance, refer to Call Logging online help. Administrator Guide

26 3-6 How HEAT Works What is an Edit Set? An Edit Set is a working copy of your database. More specifically, it is a working copy of your table, field, form, and grid definitions. This working copy acts as a snapshot of your system that a system administrator can work on without affecting a live system. This allows you to save and work on your Edit Sets refining them over a long period of time. Edit Sets utilize their own interface. This interface provides a user-friendly format and several wizards/editors to help you create and modify your system to meet the specific needs of your organization. Use an Edit Set to: Create, edit, and delete tables. Create connections to External tables. Create, edit, and delete Table Types. Create, edit, and delete Views. Create, edit, and delete fields Define field attributes (size, format, flags, Validation features, etc.). Create and design forms. Create, edit, and delete grids. Note: For more information on creating and committing Edit Sets as well as the tasks listed above, refer to "Customizing Your Database". Committing an Edit Set When you are satisfied with changes made to an Edit Set, you can commit the Edit Set, which applies your changes to the live HEAT system. After you have committed an Edit Set, the original Edit Set is no longer valid. For this reason, you cannot commit previously created Edit Sets. You must create a new Edit Set to make new changes. IMPORTANT: HEAT allows you to check your Edit Set for errors before committing it to your live system. This process is called a Pre-Commit Edit Set Verify. Because an Edit Set can actually change the underlying structure of your database, all users must be logged off, and services must be stopped while the commit process takes place. Depending on the complexity of the changes and the amount of data contained in your system, committing an Edit Set might take a while. Refer to "Protocols for Committing Edit Sets" for in-depth information about this process. Quick Customize If you need to make only minor changes to your system, you can use Quick Customize. The Quick Customize mode is a unique Edit Set feature that allows you to make simple changes without creating and committing an entire Edit Set. Simple changes include modifying forms, grids, and Views, and changing certain field attributes. Quick Customize cannot be used to create tables or fields. Because the Quick Customize mode cannot be used to change the underlying structure of your system, users do not need to be logged out in order to apply the changes. IMPORTANT: Committing changes using the Quick Customize mode increments the version field in the HEATDb table just as an Edit Set would do. As a result, any Edit Set created before the Quick Customize changes contains an earlier version number and is not committed. HEAT

27 What is a Table? 3-7 Quick Customize provides the following advantages: Speed in implementing changes. Ability of users to remain logged on. Users do not see changes immediately but see them when they next log on to HEAT. With Quick Customize you cannot: Create tables (including Table Types, Table Views, and connections to External tables) Create fields Edit the name, type, or size of existing fields With Quick Customize you can: Edit forms Edit grids Change most field attributes (such as default values, Validation, and flags) When you are satisfied with your Quick Customize changes, you can apply them with a single click. Because users do not need to be logged off of HEAT in order to apply the changes to the database, users can only view the changes once they log off and on again. Note: Like an Edit Set, HEAT allows you to test the integrity of your Quick Customize changes before you apply them to your live system. This process is called Verify Quick Changes. What is a Table? A table is where records are stored within a database. Tables contain columns (fields) and rows (records). Tables in HEAT HEAT is shipped with several predefined tables (both System and Sample), designed to assist you in storing and logging important information. System tables are required by HEAT and cannot be removed from your system; sample tables are provided for your convenience and can be modified and/or deleted. You can also create your own tables. Note: For information on creating and editing Tables, Table Types, and Table Views, refer to "Customizing Your Database". Administrator Guide

28 3-8 How HEAT Works Key Tables Eight of HEAT's tables are especially important. These eight tables house the majority of information found in the Call Records and Customer Records in Call Logging. The diagram below illustrates the purposes of these eight tables and how they interact with each other. Note: The CustID and CallID fields link information in the different tables. Table Categories HEAT contains five basic categories of tables: System Tables Compound Tables Validation Tables External Tables HEAT Tables HEAT

29 What is a Table? 3-9 System Tables System tables, identified by the icon, are the main tables required by HEAT. They must exist in the database in order for HEAT to run properly. System tables cannot be removed from your system, but you can modify them by adding, modifying, and removing fields. Note: System tables contain numerous System fields. Like System tables, System fields cannot be removed. System table information is used primarily in the Call Records and Customer Records in Call Logging. HEAT contains several System tables: Profile - The Profile table is the main table in a Customer Record. It contains information specific to the customer such as name, address, phone number, etc. There is one Profile record per customer. Config - The Config table is part of the Customer Record. It contains information about equipment such as hardware, software, and peripheral devices. The Config table can hold several pieces of information per customer. For instance, a customer could have several hardware and software Configuration records. CallLog - The CallLog table stores the basic facts about a call including the tracker responsible for the call, the type and description of the call, and current call status. The CallLog table is the main table in the Call Record. Subset - The Subset table stores information about the customer who is calling. Although each customer has a Profile record that keeps track of current customer information, there might be customer information specific to the current call. For example, the customer may not be calling from his own phone. Note: Subset information is frequently filled from the Profile table and is the specific information from the Profile table you want to record with the current call. Detail - The Detail table stores specific, detailed information about a call. Depending on the type of call (as specified in the CallType field on the CallLog table), you may have different information you need to track. For example, the details about a software could include the name of the package and the registration number whereas a printer may require a model number and purchase date. Asgnmnt - The Asgnmnt table stores information about work assigned to a certain individual or group, particular to a call. Information that can be tracked on an Assignment record includes an acknowledgment by the individual that he has received the request and resolution information indicating that the Assignment has been handled. There can be any number of Assignments associated with a single call. Journal - A Journal table stores notes about a call. Each note can be a separate journal entry or record. As with Assignments, there can be any number of Journal records. Administrator Guide

30 3-10 How HEAT Works Compound Tables A Compound table, identified by the icon, is a special System table that exists as one table in the database, but can function as multiple tables in the user interface. In other words, one physical table exists, but multiple sub-tables appear in an Edit Set and in Call Logging. Each contains its own unique combination of fields (which are acquired from the one physical Compound table), displays its own form, and uses its own security. The sub-tables, called Table Types, control what table information (fields) appears in each sub-table. Customer Types, Configuration Types and Call Types are all examples of Table Types. For example, the Profile table is subcategorized by Customer Types. These sub-tables acquire their information from the Profile table, but they function as individual tables displaying their own combination of fields, possessing their own forms, and using their own security. HEAT contains four Compound tables: Profile - The Profile table stores information specific to a customer. It can be subcategorized by a Customer Type. Each Type appears as a separate Profile sub-table and is displayed as a separate Profile form, but the information all exists in the main Profile table. The databases included with your software contain several predefined Customer Types. You can use these Customer Types, modify them, or create your own using an Edit Set. Subset - the Subset table stores key information specific to a call about the customer. IMPORTANT: Since the Subset table normally gets its information from the Profile table, Customer Types defined for the Profile table also control the Subset table. Config - The Config table stores information about equipment, such as hardware, software, and peripheral devices. It can be subcategorized by a Configuration Type. The databases included with your software contain several predefined Configuration Types. You can use these Configuration Types, modify them, or create your own using an Edit Set. Detail - The Detail table stores specific, detailed information about a call. It can be subcategorized according to a Call Type. The databases included with your software contain numerous predefined Call Types. You can use these Call Types, modify them, or create your own using an Edit Set. Validation Tables Validation tables, identified by the icon, are used to supply a field(s) in another table with standardized data. In other words, Validation tables provide legal values with which fields can be filled. This is especially useful for controlling the way in which data is entered into a field. Note: Many of the Validation tables in the HEAT database are also System tables. There are several advantages to using Validation tables: Consistency - Allows only legal values to be entered into a field. Efficiency - Makes it unnecessary to type a value into a field each time. Instead, users can choose a predetermined value from a drop-down list to fill in a field. HEAT

31 What is a Table? 3-11 External Tables External tables, identified by the icon, are tables that exist outside the HEAT database and can be used for the purpose of retrieving information. Information may be retrieved for two reasons: to validate HEAT fields or to serve as a Customer Type. HEAT External tables are intended to help reduce duplication of data across dissimilar back-end systems and allow access to company-wide information from within the HEAT Call Logging module. Note: External tables are very similar to HEAT tables with two notable exceptions: Fields cannot be added or removed Data cannot be changed from within HEAT The Call Logging module can read data directly from any supported data source. The external data is acquired through a real-time ODBC connection, so it is always current and never needs to be synchronized. External Connections External connections are HEAT representations of an ODBC data source. External connections are created using the Connection Manager. When defining the external connection, the system administrator can determine how users log on to the data source and how the data source is used by the Call Logging module. Contact Tables When you support a company, you may not always receive calls from the same person. For example, if you sell accounting software, you may receive calls from the engineer who installs and maintains the software or from the accountants who use the software. HEAT allows you to have a general Profile for the company and more specific contact information for the individuals within the company. HEAT does not have a system-defined contact table. Instead, it allows you to set up your own user table and tell HEAT to use it as a contact table. Once a Customer Type is associated with the contact table, the contacts appear in the Customer window in Call Logging; special validation rules apply to the Subset to make it easy to select contacts. HEAT Tables HEAT tables are the backbone of the HEAT system and contain internal controls. They are used solely by the HEAT system to control operation of the application and maintain user information. The tables normally have a HEAT prefixed name for identification (for example, HEATDb, HEATGrp). Note: HEAT tables have no direct user interface and cannot be modified in any way. Administrator Guide

32 3-12 How HEAT Works Table Types Table Types are essentially sub-tables of a parent Compound table. Although they are not truly distinct tables in the database, they act in concert allowing one table to function as many. This allows each Table Type to have its own form, its own grid, its own security, etc. Because Table Types are not truly distinct tables in the database (meaning they don't exist on their own), they harvest their data from another table (a parent table), then function based on their own field combination, forms, and security. In other words, one physical table exists in the database, but multiple sub-tables appear, each functioning on its own. Customer Types, Call Types, and Configuration Types are all examples of Table Types. The following illustration shows how the Profile table (a Compound table) can be subcategorized by Customer Types. Notice that both sub-tables (People and Organization) use portions of the Profile table but display a different combination of fields. The forms and grids they display in Call Logging are also different. HEAT

33 What is a Table? 3-13 Call Types A Call Type helps classify the various issues a customer/employee is experiencing. For example, an external customer may call with a purchase order or a sales request. An employee may call with a computer malfunction or a request for new software. HEAT contains several predefined Call Types (some include Employee Setup, Feedback, and Service Call). You can use these Call Types, modify them, or create your own using an Edit Set. Note: Some Call Types are associated with specific Detail forms; each form contains its own unique combination of fields. This allows you to log and track different information pertinent to the type of call. For example, compare the Detail form for an Employee Setup Call Type to one for a Service Call Call Type. Not all Call Types possess forms.call Types that are added through Table Maintenance do not have forms. Customer Types A Customer Type allows you to categorize the various kinds of customers/employees supported by your organization. For example, a customer may be an employee or company, a department, or a piece of equipment. HEAT contains several predefined Customer Types. You can use these Customer Types, modify them, or create your own using an Edit Set. Note: Each Customer Type is associated with a specific Call Logging form; each form contains its own unique combination of fields. This allows you to log and track different customer information pertinent to the type of customer who calls. For example, compare the form for an Employee Customer Type to one for an Equipment Customer Type. Configuration Types A Configuration Type allows you to categorize various types of equipment, or tasks related to equipment, specific to a customer/employee. For example, a Configuration Type could register a product, handle contract information, or track training information. HEAT contains several predefined Configuration Types. You can use these Configuration Types, modify them, or create your own using an Edit Set. Note: Each Configuration Type is associated with a specific Configuration form; each form contains its own unique combination of fields. This allows you to log and track different configuration information for each customer/employee. For example, compare the form for a Training Configuration Type to one for a Software Configuration Type. Table Views Table Views control the way different users see and interact with the same table data. More precisely, they control which fields and field attributes appear on a form and a grid. Like a Table Type, a Table View is not a distinct database table, but is a sub-table of a parent table. Unlike a Table Type, however, a Table View does not possess its own combination of fields; Table Views merely display a different combination on forms and grids. Some creative uses for Table Views include creating background color schemes for security roles, complete read-only versions for visitor/guest roles, and restrictions to Profile information, such as passwords, employee information, and customer financial data. Administrator Guide

34 3-14 How HEAT Works Table Views work two ways: They control which fields appear in a form and how they appear. For example, a phone number field may appear in a Human Resources view of a People Profile, but not in a Screener view. A name field may appear in both Table Views, but the text may be red in a Human Resources View and black in a Screener View. They control the field attributes for the table. For example, a Human Resources View may have full editing privileges in a People Profile, while a Tracker View is flagged as read-only. IMPORTANT: Because a Table View is always looking at the same table, you cannot change the structure of the table in one Table View without it changing the structure in all other Table Views. For example, if you add a field to a table, that field will exist in all Table Views. View Sets Table Views are associated with users through View Sets. A View Set is a collection of Table Views. Each View Set is assigned a name so it can be associated with one or more security groups (roles). View Sets are created first, before creating Table Views, so you can then add Table Views to the collection as they are created. What is a Field? A field is a specific parcel of information within a database table. Fields are displayed in rows in a table. System fields are identified with an asterisk. Multiple field data (as a group) constructs a record. On forms, field information is displayed using controls; form labels are used to identify the fields. HEAT Fields HEAT is shipped with numerous predefined fields (both System and Sample) designed to help you log pertinent information about a call. System fields, identified by an asterisk, are required by HEAT and cannot be modified or deleted; Sample fields are available for your convenience, and can be modified and/or deleted. You can also create your own fields. Field data is stored in your database where it can be used to track important issues, generate reports, validate other fields, etc. Note: For information on creating fields (including Table Editor information), editing and deleting fields, and adding fields to grids and forms, refer to "Fields". Field Attributes Field attributes define and control the way your system captures and tracks data in fields. Using the Administrator module, you can set up field definitions to control how your fields look and act. The attributes you can define include: Field Types Field Formats Flags Validation Auto Fill Field Defaults Field Synchronization HEAT

35 What is a Field? 3-15 Field Types The Field Type refers to the physical category of the field. HEAT supports a number of different Field Types: Check - Short for check box, this field is a yes/no (or true/false) field. When a Check field is used on a form, it shows up as a check box, which can either be selected (yes or true) or cleared (no or false). Date - Stores a specific date. When a Date field is used in a form, it lets the user enter a date using the format specified for date entries (formats are determined in each client's Windows setup). In Call Logging, you can display a calendar to select a date for the field or fill in the current date with a single keystroke. Decimal - Stores a number that can have a decimal component (example: 3.14). Using formats, you can control the number of decimal places allowed. Memo - Lets you store a large amount of text (up to 64KB or over 65,000 characters). The data entered into a Memo field can have multiple lines. If a Memo field on a form has more data than can be displayed, a scroll bar allows you to move through the text. Number - Stores whole numbers (example: 5). Text - The most common field in HEAT, a Text field can store letters, numbers, and punctuation. Time - Stores a particular time. When a Time field is used on a form, it allows a time to be entered using the format specified for time entries (formats are determined in each client's Windows setup). In Call Logging, you can also fill the current time with a single keystroke. Field Formats Field formats control the way information is entered into a field. The number and types of formats available are dependent upon the field type. Some field types allow only one default format; other field types let you select a format (from those provided by HEAT) or create your own format. You can select or create formats for the following field types: Decimal - Lets you control the way decimals are entered into a field. You can control the field length, the number of decimal places, the decimal sign, and the separator. HEAT offers several decimal formats, including Currency, Money, Hours, Decimal places. Number - Lets you control the way numbers are entered into a field. Although you can always type a value into a Number field, you may prefer to have a way to quickly increment or decrement the value. A spinner is an up-down arrow control that lets you increase or decrease the value in the field by a specified increment. Text - Lets you control the way text is entered into a field. For example, you can limit the number of characters, insert special characters, convert all values to uppercase, allow letters only, etc.heat offers several predefined text formats, including AlphaNumeric, AlphaOnly, UpperCase, Social Security, Phone Number. IMPORTANT: The mask controls the format entry and defines the legal values for the field. For example, a mask which reads (999) requires that only numbers between 0 and 9 be entered in the field and inserts the parenthesis automatically. Administrator Guide

36 3-16 How HEAT Works SPECIAL NOTE on Customer ID Formats The CustID is a System field that uniquely identifies each customer. Because this is a System field, most of its attributes cannot be changed, including its format; however, HEAT generates a new format whenever a new Customer Type is created, thus allowing you to set the format for a Customer ID. The format name is based on the name of the Customer Type. For example, the People customer type is formatted by People CustID format. By default, this format does not have a mask (the CustID field is a text field); however, you can edit the format to provide any mask you like. Flags Flags are tags denoting the field properties. Flags apply the following settings to a field: System - Denotes a System field, which is required by HEAT for operation and cannot be changed. This flag is selected by default for all System fields. Required - Applies a required field setting to the field. A Call Record cannot be saved until all required fields are filled. Read Only - Applies a read-only setting to the field. Read-only fields cannot be edited by forms. They can, however, be populated using Auto Fills or Default Values. Indexed - Applies an indexed setting to the field. An index setting creates an index within the database for that field. Indexed fields can be searched substantially faster. However, indexing takes up space in the database and slows down the adding and editing of records. You should only put indexes for fields you use frequently for searching. Primary Key - Applies a primary key setting to the field, which is a special kind of index that acts as the main or primary way of identifying the record in the database. In the CallLog Table, the Call ID field is used as the primary key. This prevents you from creating two calls with the same Call ID. All values for a primary key field must be unique (that is, they do not allow duplicate information). HEAT allows you to designate more than one field as a primary key; however, only one field can actually be the primary key; all others become Unique Indexes. If you select the Primary Key check box, the Indexed check box becomes unavailable, since a Primary Key is actually an index. Unique Indexes do not allow duplicate information. There are also some special flags that are only available for specific tables. Special flags include: Close Required - Available for fields in the CallLog, Subset, and Detail tables and applies a close required setting to the field. A Call Record cannot be closed until a close required field is filled. Acknowledge Required - Available for fields in the Asgnmnt table and applies an acknowledge required setting to the field. A Call Record cannot be closed until an acknowledge required field is filled. To enforce this behavior, you must also select the Enforce Acknowledge Required check box on the Assignment Options dialog box (select Defaults>System>Assignment Defaults from the Admin toolbar). Resolve Required - Available for fields in the Asgnmnt table and applies a resolve required setting to the field. A Call Record cannot be closed until a required field is filled. To enforce this behavior, you must also select the Enforce Resolve Required check box on the Assignment Options dialog box (select Defaults>System>Assignment Defaults from the Admin toolbar). HEAT

37 What is a Field? 3-17 Validation The Validation feature allows the user to select information from a drop-down or pop-up list. The list has all the appropriate (legal) entries the user can select to correctly fill a field (especially useful for limiting or controlling the information entered in a field). For example, you can use validation to limit the legal entries in a Reason For Return field to size, style, color, or quality. The Validation feature offers a couple of display options: Drop-Down Lists - For small Validation tables, you can display all legal values in a dropdown list. The values are displayed in Call Logging when the down arrow next to the field is clicked. This option is limited to 60 values. Helpful Validation - Allows the user to type a value in a field if an appropriate value is not available. For example, if a customer calls to return an item because of a pricing conflict, and the only legal values available are size, style, color, or quality, you can type price into the field rather than choose an inappropriate value. Auto Fill The Auto fill feature lets you specify which fields should be populated automatically when another field is validated. Any number of fields can auto fill when a validation takes place. For example, when the CustID field is populated on the Subset, the Phone field can be auto filled with information from the Profile. Field Defaults The Defaults feature allows you to set a default value for a field. This is especially useful for fields that often have the same value such as State or Return Address. For example, if you are located in Colorado, you can set up CO to be the default in the state field rather than type it every time. Setting a default value for an existing field has no effect on records already in the database. There are some special default functions available for certain Date - Fills in the date when the record was Time - Fills in the time when the record was - Fills in the ID of the tracker who created the record. Note: Check Fields have a True/False default option. Field Synchronization The Field Synchronization feature lets you synchronize shared fields. A shared field is a field used by more than one Table Type (that is, Customer Type, Call Type, or Configuration Type) or on multiple Views. Synchronizing the fields copies all the details of the field to the places where the field is used. For example, the Address field in a Profile table is an example of a shared field. This field is used in both the People and Organization forms. IMPORTANT: The field name, field type, size, and index are all automatically synchronized because the physical storage of the data is the same. If you change any of the attributes of a shared field you receive a message at the bottom of the Field Definition dialog box warning you that all versions of the field will be changed to match. Administrator Guide

38 3-18 How HEAT Works What is a Form? A form is a graphical interface for displaying, entering, and editing table information. Forms are the windows you see in Call Logging. The objects (drop-down boxes, text boxes, etc.) within the forms are called controls. Controls display field information or simply enhance the aesthetics or usability of a form. Labels identify the controls. This illustration is an example of an Assignment form in Call Logging: IMPORTANT: Forms are highly customizable in HEAT. As a result, your forms may look entirely different than those presented in our documentation. HEAT Forms HEAT contains several pre-designed forms available for your call logging use. Each form is linked to a table (or multiple tables) in the HEAT database and displays information from that table. All forms in HEAT can be customized to meet the specific needs of your organization. You can also create your own forms. Note: For information on creating forms (including the use of Form Editor), editing and deleting forms, refer to "Forms". Below are some of the forms you will find in HEAT (since forms can be customized, your forms may be very different than those presented in the FrontRange documentation): Profile - The Profile form displays Profile table information (that is, information specific to the customer, such as name, address, phone number, etc.). Subset Form - The Subset form displays specific information that is auto-filled from the Profile table. The Subset usually holds information you want to view at all times while working on a Call Record. Call Log - The Call Log form displays CallLog table information (that is, the basic facts about a call, including Call Type, status, tracker, etc.). Assignment - The Assignment form displays Asgnmnt table information (that is, information about work assigned to a particular individual or group, particular to a call). Journal - The Journal form displays Journal table information (that is, notes about a call). Detail - The Detail form displays Detail table information (that is, detailed information about a call). Detail information is dependent upon the Call Type (as specified in the CallType field); each Call Type may possess its own Detail form. Note: Many Call Types are extremely simple; therefore, they do not possess a Detail form. HEAT

39 4 Setting Security The HEAT security features let you secure and control your system through the use of security profiles (users, teams, and roles), user status monitoring, database passwords, call locking, and Unified Logins. The Security menu is available from the Administrator menu bar and accesses commands for the following security options: Users - Add users and create user accounts for each person in your system (including users of Web-based Call Logging). User accounts contain important security information, such as Login ID, password, team, role, and address. You can also use this option to edit and delete user accounts from your system. Teams - Create and define teams for use in your system (including Web-based Call Logging). Users can then be assigned to these teams to control access to HEAT modules and features. You can also use this option to edit and delete teams from your system. Roles - Create roles, define Security Rights for roles, and define Table Rights for roles. These roles can then be assigned to users to control if and how information is accessed in HEAT (including Web-based Call Logging). You can also use this option to edit and delete roles from your system. User Status - Monitor User Accounts, Lock/Unlock User Accounts, and Reset Login IDs. Software Licensing - Register your software with system information. Database Password - Create an encrypted password for your HEAT database (Setting Database Passwords). Locked Calls - View and unlock Call Records which have been locked by trackers in Call Logging. Unified Logins - Enable and Configure Unified Logins for HEAT. Unified logins allow users to log into HEAT using their Windows login information. HEAT Password - Setting Expiration Dates on HEAT Passwords.

40 4-2 Setting Security Users A user is generally a person who works in the HEAT system, but in some cases, users are services and other HEAT modules. Each user possesses a unique profile or user account that defines important security information such as Login ID, password, team, role, and address. This information is used in various ways to control access into the HEAT system. In Administrator, you can add, edit, and delete user accounts using the Users dialog box: Add Users - Add users to your system. You must then define user accounts for each user by entering the individual's name, login credentials, role (if you have already created roles), address, etc. Assign User to a Team - When creating a new user, you can assign that user to a team, if you have already created teams. Refer to "Teams" for more information. Use this function to modify team membership for an existing user, or you can open the Teams dialog box to modify user team membership; refer to "Assign Users to Teams" for details. Note: The one important difference between the two dialog boxes (Users>Teams tab and Teams>Users tab) is that you can only specify the user s priority team on the Teams tab of the Users dialog box. Remove User from a Team - Remove a user from a team. This can also be done in the Teams dialog box; refer to "Remove Users From Teams" for details. Edit Users - Modify the user account information. Delete Users - Remove a user account from your system. Add Users You can add users to your system at any time by creating user accounts. A user account contains security information such as Login ID, password, team, role, and address. When configuring security for the first time, you may prefer to create teams and roles before creating users. This way, roles and teams are available and can be assigned when creating the user account. To Add a User: 1. In the Administrator Dashboard, click the Edit Users link in the System Security section (or, in the Administrator main window, select Security>Users from the menu bar). The Users dialog box opens, listing all defined user accounts. HEAT

41 Users Click Add. A user named New User is added to the Users list. 3. On the General tab, type the following information for the new user: Login ID - The Login ID the user types when logging on to the system. Full Name - The user's full name. Password - The password the user types when logging on to the system. Retype the password in the Verify Password field. Security Role - The role assigned to the user, which determines a user's Security Rights for each area of the HEAT system. If you have not yet created roles, you can assign users to roles in the Roles dialog box. Refer to "Roles" for more information. Manager - The user s manager. Default Tracker - The default tracker assigned to the user. A default tracker is the person assigned to track all Call Records logged by this user. If you log calls that are always tracked by a manager/analyst, designate that person as your default tracker. Name - The user's address. User must change password at next login check box - Select this option if you want the user to be prompted to change the password the next time the user logs on. You can choose whether or not to require a password for logging on to HEAT. Refer to "System Defaults" for more information. 4. Click Apply. The user is added to the system and is listed in the Users list. To assign the new user to a team (Teams tab), refer to "Assign User to a Team". Administrator Guide

42 4-4 Setting Security Assign User to a Team If you created teams prior to creating users, after adding the new user, you can them assign that user to a team in the Users dialog box on the Teams tab. Users can belong to multiple teams. 1. If you are continuing to configure the settings for a new user, click the Teams tab. If you are editing team membership for a user, select Security>Users from the menu bar, select the user for which you want to edit team membership, then click the Teams tab. 2. The Not a Member of list displays the teams to which the user is not assigned; the Member of list display the teams to which the user is assigned. In the Not a Member of list, select the team to which you want the user to become assigned as a member, then click Add. The Add All button assigns the user to all available teams. 3. If a user is a member of more than one team, you can specify primary team membership by selecting the primary team on the Member of list and clicking the Make Primary button. If the user is a member of only one team, that team automatically is designated as primary. 4. Click Apply. Remove User from a Team You can remove a user from a team in either the Users dialog box or the Teams dialog box (refer to "Remove Users From Teams"). 1. In the Administrator Dashboard, click the Edit Users link in the System Security section (or, in the Administrator main window, select Security>Users from the menu bar). The Users dialog box opens, listing all defined user accounts. 2. In the Users list, select the user you want to remove from a team. 3. Click the Teams tab. The Not a Member of list displays the teams to which the user is not assigned; the Member of list display the teams to which the user is assigned. In the Member of list, select the team from which you want the user to be removed, then click Remove. The Remove All button removes the user from all teams. 4. Click Apply. HEAT

43 Roles 4-5 Edit Users When a user's information changes, you can edit the user account. To Edit a User: 1. In the Administrator Dashboard, click the Edit Users link in the System Security section (or, in the Administrator main window, select Security>Users from the menu bar). The Users dialog box opens, listing all defined user accounts. 2. In the Users list, select the user you want to edit. 3. Make the changes. 4. Click Apply. Delete Users Roles You can remove the user account from the system. To Delete a User: 1. In the Administrator Dashboard, click the Edit Users link in the System Security section (or, in the Administrator main window, select Security>Users from the menu bar). The Users dialog box opens, listing all defined user accounts. 2. In the Users list, select the user you want to delete. 3. Click Delete. 4. Click OK to confirm the deletion. The user account is removed from the system. A role is the function of the user in the HEAT system. For example, if you work on the Help Desk, your role might be support staff. If you work in the Accounting department, your role may be Accounting. Each user has only one role, but there may be several users who have that same role. Your role determines your rights for each area of the HEAT system; access to database tables (Table Rights) and rights to HEAT features (Security Rights) are based on your role. In Administrator, you can add, edit, and delete roles using the Roles dialog box: Add Roles - Add a role to the system. You must then define the role general information, (role name, View Set access, visible Customer Types, etc.), Security rights, Table rights, and also specify which users are assigned to the role. Define Role Security Rights - Set permissions or restrictions for entire modules or specific functions. Define Role Table Rights - Set permissions or restrictions for HEAT database tables. If rights are assigned to roles, users can utilize Table Maintenance to view, edit, delete, and add data to tables. Assign Users to Roles - When creating a new user Remove Users from Roles Copy Roles - Copy the attributes of an existing role to a new role. After copying this information, you can edit or add other attributes. Edit Roles - Modify a role definition. Delete Roles - Remove roles from your system. Administrator Guide

44 4-6 Setting Security Restricting Access to Customer Types You can filter Customer Types for a role such that users with that role are allowed access to only a specific set of Customer Types. This means Call Records, Customer Records, and Configuration Records with hidden Customer Types will not be visible to the user with the restricted role. For example, you can create (or modify) a role so that users with that role do not have access to records with the Employee Customer Type; all other Customer Types are visible. Or you may configure a role so that users can only view records with the Employee and Company Customer Types; all other Customer Types are hidden. The following table describes the affect of restricting Customer Types on Call Logging and other HEAT modules. Only modules/functions affected by the Customer Type restriction are listed. Note: For BPAM, HMC, and HEAT API, it is recommended that you create a specific security role with unrestricted access for administration of those HEAT modules. Module/Function Result of Restricting Customer Types Call Logging: Dashboard Call Record Validation Call Groups Go to Call ID HEATBoard Hot Lists Call Record Browse Customer Profile Table Maintenance Active Incidents by Priority, Active Incidents by Call Type, and Total Calls by Month statistics display only data for visible Customer Types. When creating a new Call Record (ticket), only visible Customer Types are available. Displays only records with visible Customer Types. Displays only Call Records (tickets) with visible Customer Types. You also cannot create a Call Group using a hidden Customer Type as criteria. Displays an error message if you type the Call ID for a Call Record with a hidden Customer Type. Displays all messages; however, if any linked Call(s) has a hidden Customer Type, you will not be able to open that Call Record. If the Lead Call has a hidden Customer Type, you cannot AutoClose; an error message indicates the Lead Call is not available. If the Lead Call has a visible Customer Type and other linked calls have a hidden Customer Type, you can AutoClose all calls. Displays only Call Records (tickets) with visible Customer Types. Displays only Call Records (tickets) with visible Customer Types. Displays only records with a visible Customer Types. This also pertains to Customer Groups. When creating a new Customer Record or when changing a Customer Type, only visible Customer Types are available.the Profile Search dialog box (Record>Find) only displays visible Customer Types. The Go to Customer function works the same way as Go to Call ID, displaying an error message if the Customer Record has a hidden Customer Type. When selected, the HEATCAI system table displays only visible Customer Types. The Profile compound tables listed are only those for visible Customer Types. Configuration tables display only records with visible Customer Types. HEAT

45 Roles 4-7 Module/Function Asset Configuration Window AutoTasks Alert Monitor Manager s Console Result of Restricting Customer Types The Maintenance window displays only Configuration Records with visible Customer Types. The Transfer Assets window lists only visible Customer Types. When creating an AutoTask that requires a Customer Type (Create or Update Profile, Create or Update Contact), only the visible Customer Types will be available. When running an AutoTask associated with a hidden Customer Type, the AutoTask behaves as though the Customer Type does not exist: a create call (ticket) AutoTask will prompt the selection of a valid Customer Type by opening the Customer Type dialog box; a create profile AutoTask will fail if the Customer Type specified is hidden. Displays only Call Records (tickets) with visible Customer Types. Metrics display only data for visible Customer Types. Add Roles You can add roles to your system at any time. When configuring security for the first time, you may prefer to create teams and roles before creating users so that roles and teams are available and can be assigned when creating the user account. To Add a Role: 1. In the Administrator Dashboard, click the Edit Roles link in the System Security section (or, in the Administrator main window, select Security>Roles from the menu bar). The Roles dialog box opens, listing all defined roles. 2. Click Add. A role named New Role is added to the list. Administrator Guide

46 4-8 Setting Security 3. On the General tab, type a Role Name and Role Description (description is optional). Note: To save time, you can click the Copy From button to copy attributes from an existing role into the new role. Refer to "Copy Roles" for details. Otherwise continue to the next step. 4. In the ViewSet drop-down list, select a View Set that this role will have access to. Views Sets control which table information (that is, fields and field attributes) a role may view on a form. 5. Select a Group to Run automatically upon User Login. This is the Call Group that automatically opens when members of this role launch Call Logging. Click Browse to locate a default Call Group. The Open Call Group dialog box opens. Choose a default Call Group from the list and click Open. Leave this field blank if you don't want to open a default Call Group at login. 6. The Visible customer type setting enables you to filter the list of Customer Types viewable by users with this role. Refer to "Restricting Access to Customer Types" details on how this restriction affects HEAT modules/functions. Click Edit. The Visible Customer Types dialog box opens. Select the Show All Customer Types (default) to display all Customer Types (with no restrictions) to users with this role. Select the Hide selected Customer Types to hide selected Customer Types (all other Customer Types and newly created Customer Types are visible) from users with this role. After selecting this option, select the Customer Type(s) in the list that will be hidden. Select the Show only selected Customer Types to display only the selected Customer Types (all others and newly created Customer Types are hidden) to users with this role. After selecting this option, select the Customer Type(s) in the list that will be visible. Note: If you restrict access to Customer Types while the user is logged in, the restriction will not take affect until the user logs out, then logs back in. 7. Click OK to close the Visible Customer Types dialog box. HEAT

47 Roles Click Apply. To specify security rights for the new role (Rights tab), refer to "Define Role Security Rights". Define Role Security Rights Security Rights should be defined for all roles in your system. The role Security Rights allow or restrict access to entire modules or to specific functions. Security is controlled by a combination of Security Rights and Table Rights., enabling you to control security by allowing View, Add, Edit, and Delete Security Rights for a HEAT function, then limiting individual table access. For example, an analyst could be given full access to Table Maintenance, then limited to View-only access for the Tracker table. To Define Security Rights for a Role: 1. If you are continuing to configure the settings for a new role, click the Rights tab. If you are editing Security rights for a role, select Security>Roles from the menu bar, select the role for which you want to edit Security Rights, then click the Rights tab. 2. Select a category in the Category drop-down box for which you want to specify rights (such as rights related to the Call Logging Module). A list of areas associated with the selected category appears. The Rights column lists the rights currently assigned to each Area. A description of the selected category displays in the section below the Area list. Selecting the All Rights category displays the entire list of areas and associated rights. 3. Select the Area for which you want to modify Security Rights. A description of the selected Area displays in the section below the list. Note: To select more than one Area at a time, press the Ctrl key as you select the areas. Administrator Guide

48 4-10 Setting Security The options for that Area appear below the list: If rights involve only access (for example, access to the Administration Module), the options will be Yes (allow full access) or No (deny access). If rights involve tasks (for example, Activity Log), the options may be Open, Add, Edit, Delete. Some Areas also have a View option (for example, Activity Log or All Team HEATBoard Issues), which provides users with read-only access. Some Areas (such as AutoTasks) have a Run option. 4. Select the desired option(s) for the Area. 5. Click Apply. If creating a new role, to specify Table rights for the new role (Tables tab), refer to "Define Role Table Rights". Define Role Table Rights Table Rights should be defined for all roles in your system. The role Table Rights allow or restrict a user's access to HEAT database tables. More specifically, Table Rights allow or restrict the ability to manipulate values in database tables. If Table Rights are assigned to roles, users can utilize Table Maintenance to view, edit, delete, and add data. Note: Because the Tracker table controls User IDs (and is accessible through Table Maintenance), FrontRange Solutions recommends limiting access. Security is controlled by a combination of Security Rights and Table Rights. As a result, you can control security by allowing View, Add, Edit, and Delete Security Rights for a HEAT function, and then limit individual table access. For example, an analyst could be given full access to Table Maintenance (Rights tab) and then be limited to View-only access for the Tracker table (Tables tab). To Define Table Rights for a Role: 1. If you are continuing to configure the settings for a new role, click the Tables tab. If you are editing Table rights for a role, select Security>Roles from the menu bar, select the role for which you want to edit Security Rights, then click the Tables tab. HEAT

49 Roles A list of HEAT database tables (associated with the selected category) appears; the Rights column lists the rights currently assigned to each table. 3. Select the Table for which you want to modify Table Rights. Note: To select more than one Table at a time, press the Ctrl key as you select the tables. The options for that Table appear below the list: View - Allows a role to view the selected table. Add - Allows a role to add records to the selected table. Edit - Allows a role to edit records in the selected table. Delete - Allows a role to delete records from the selected table. Select the desired table rights options for the table. 4. Click Apply. If creating a new role, to assign users to the new role (Users tab), refer to "Assign Users to Roles". Assign Users to Roles You can move members of existing roles to a new or existing role. Remember that each user can only have one role. If you create roles before creating users, you can assign the user to a role as you create the user; refer to "Add Users". To Assign a User to a Role: 1. If you are continuing to configure the settings for a new role, click the Users tab. If you are editing users assigned to a role, select Security>Roles from the menu bar, select the role for which you want to edit Security Rights, then click the Users tab. 2. In the Members of Other Roles drop-down list, select an existing role. The users assigned to the selected role appear in the list directly below the drop-down list. 3. In the list, select the user you want to assign to the role selected in step 2, then click the Add button with the right-facing arrow. The Add All button adds all available users to the role. Administrator Guide

50 4-12 Setting Security 4. Click Apply. The user is assigned to the role. Remove Users from Roles A user can be removed from a role, thereby assigning the user to a different role. To Remove a User from a Role: 1. In the Administrator Dashboard, click the Edit Roles link in the System Security section (or, in the Administrator main window, select Security>Roles from the menu bar). The Roles dialog box opens, listing all defined roles. 2. In the Roles list, select the role from which you want to remove the user. 3. Click the Users tab. The users for the selected role display in the Members of This Role list. 4. Click the Members of Other Roles drop-down arrow to select the role to which you want to assign the user. In the Members of This Role list, select the user you want to remove, then click Remove (the Remove All button removes all users from the role). The user is essentially reassigned from the role selected in the Roles list to the role selected in the Members of Other Roles drop-down. 5. Click Apply. The user is removed from the role and assigned to a different role. Copy Roles Copying a role lets you copy the attributes of an existing role to a new role. After copying this information, you can edit or add other attributes. To Copy a Role: 1. In the Administrator Dashboard, click the Edit Roles link in the System Security section (or, in the Administrator main window, select Security>Roles from the menu bar). The Roles dialog box opens, listing all defined roles. 2. At this point you can either click the Add button to add a new role or select a role in the Roles list to which you will copy the attributes of another role. 3. On the General tab, click the Copy From button. The Copy From Role dialog box opens. 4. Select the role you want to copy. 5. Select the role Information to Copy: View Set - Views Sets control which table information (that is, fields and field attributes) a role may view on a form. Group to Run - This is the Call Group that automatically opens when members of this role launch Call Logging. Security Rights - Security Rights determine whether or not users have access to specific areas of HEAT. Table Rights - Table Rights determine whether or not users can view, add, edit, or delete table information. 6. Click OK. 7. Click Apply. HEAT

51 Teams 4-13 Edit Roles You can change the role settings as needed. To Edit a Role: 1. In the Administrator Dashboard, click the Edit Roles link in the System Security section (or, in the Administrator main window, select Security>Roles from the menu bar). The Roles dialog box opens, listing all defined roles. 2. In the Roles list, select the role you want to edit. 3. Make the desired changes on the available tabs. 4. Click Apply. Delete Roles Teams You can remove a role from the system. To Delete a Role: 1. In the Administrator Dashboard, click the Edit Roles link in the System Security section (or, in the Administrator main window, select Security>Roles from the menu bar). The Roles dialog box opens, listing all defined roles. 2. In the Roles list, select the role you want to delete. 3. Click Delete. 4. Click OK to confirm the deletion. The role is removed from your system. A team is a collection of one or more users who work on a common project, or toward a common goal. For example, if you are a technician, you may belong to the Network Support team. If you are a Product Manager, you may belong to the Management team. Teams are used to organize and secure access to information in Call Groups, SupportMail, AutoTasks, and the HEATBoard. A user may be on one or more teams, or no team. If a user is a member of more than one team, a primary team must be designated for that user. The purpose of the primary team is to organize users by their primary function. In Administrator, you can add, edit, and delete teams using the Teams dialog box: Add Teams - Add a team to the system. Assign Users to Teams - Add users to a team. You can also add a user to a team on the Teams tab of the Users dialog box; refer to "Assign User to a Team" for details. Remove Users From Teams - Remove users from a team. You can also remove a user from a team on the Teams tab of the Users dialog box; refer to "Remove User from a Team" for details. Edit Teams - Make changes to a team name or description. Delete Teams - Delete a team. Administrator Guide

52 4-14 Setting Security Add Teams You can add teams to your system at any time. Users can then be assigned to teams to control access to system components. When configuring security for the first time, you may prefer to create teams and roles before creating users so that roles and teams are available and can be assigned when creating the user account. To Add a Team: 1. In the Administrator Dashboard, click the Edit Teams link in the System Security section (or, in the Administrator main window, select Security>Teams from the menu bar). The Teams dialog box opens, listing all defined teams. 2. Click Add. A team named New Team is added to the list. 3. On the General tab, type a name and description for the team. 4. Click Apply. To assign users to the new team (Users tab), refer to "Assign Users to Teams". Assign Users to Teams After a team is defined, you can assign any number of users to the team. Users can belong to multiple teams. To Assign a User to a Team: 1. If you are continuing to configure the settings for a new team, click the Users tab. If you are editing users assigned to a team, select Security>Roles from the menu bar, select the role for which you want to edit Security Rights, then click the Users tab. HEAT

53 Teams In the Not a Member list, select the user you want to assign to the team, then click the Add button with the right-facing arrow. The Add All button adds all available users to the team. 3. Click Apply. The user is assigned to the team. Remove Users From Teams Users can be removed from a team. To Remove a User from a Team: 1. In the Administrator Dashboard, click the Edit Teams link in the System Security section (or, in the Administrator main window, select Security>Teams from the menu bar). The Teams dialog box opens, listing all defined teams. 2. In the Teams list, select the team from which you want to remove a user. 3. In the Member list, select the user you want to remove, then click Remove. The Remove All button removes all users from the team. 4. Click Apply. The user is removed from the team. Edit Teams You can edit team information. To Edit a Team: 1. In the Administrator Dashboard, click the Edit Teams link in the System Security section (or, in the Administrator main window, select Security>Teams from the menu bar). The Teams dialog box opens, listing all defined teams. 2. In the Teams list, select the team you want to edit. 3. Make the desired changes on the available tabs. 4. Click Apply. Administrator Guide

54 4-16 Setting Security Delete Teams You can remove a team from the system. To Delete a Role: 1. In the Administrator Dashboard, click the Edit Teams link in the System Security section (or, in the Administrator main window, select Security>Teams from the menu bar). The Teams dialog box opens, listing all defined teams. 2. In the Teams list, select the team you want to delete. 3. Click Delete. 4. Click OK to confirm the deletion. The team is removed from your system. Controlling User Accounts A user account should be set up for each user in your system. After an account is established, you can monitor the activity of each user and control logon capabilities through the User Status dialog box (including users of Web-based Call Logging). The User Status dialog box provides the following options: Monitor User Accounts - Monitor the status of users in your system. With this feature you can view who is logged on and which modules they are utilizing. Lock/Unlock User Accounts - Lock and unlock user accounts. Reset Login IDs - Reset a user's Login ID. Monitor User Accounts In Administrator, you can monitor the status of users in your system. This means you can view which users are logged on and which module(s) they are utilizing. IMPORTANT: HEAT modules can be users; therefore, module names also appear in the list. To Monitor User Accounts: 1. In the Administrator Dashboard, click the View Current Users in the System link in the System Security section (or, in the Administrator main window, select Security>User Status from the menu bar). The User Status dialog box opens, listing the users in the your system, displaying the Login ID, the user name, and, in the Status column, the module(s) the users are logged onto. Lock/Unlock User Accounts You can lock user accounts to prevent users from logging on to the system. This feature is useful if you need to place a temporary hold on a Login ID. To Lock a User Account: 1. In the Administrator Dashboard, click the View Current Users in the System link in the System Security section (or, in the Administrator main window, select Security>User Status from the menu bar). The User Status dialog box opens, listing the users in the your system, displaying the Login ID, the user name, and, in the Status column, the module(s) the users are logged onto. HEAT

55 Setting Database Passwords Select the user whose account you want to lock, then click Lock. The user Status changes to Locked. To lock all user accounts at once, click the Select All button. Note: To select more than one user account at a time, press the Ctrl key. 3. Click Exit. To Unlock a User Account: 1. In the Administrator Dashboard, click the View Current Users in the System link in the System Security section (or, in the Administrator main window, select Security>User Status from the menu bar). The User Status dialog box opens, listing the users in the your system. 2. Select the user whose account you want to unlock and click Reset. To unlock all user accounts at once, click the Select All button. Note: To select more than one user account at a time, press the Ctrl key. 3. Click Exit. Reset Login IDs You can reset Login IDs at any time. This is a useful feature if there is a power failure, because once power is restored and the computers are turned on, HEAT assumes that anyone logged on before the power failure is still logged on. To Reset a Login ID: 1. In the Administrator Dashboard, click the View Current Users in the System link in the System Security section (or, in the Administrator main window, select Security>User Status from the menu bar). The User Status dialog box opens, listing the users in the your system. 2. Select the user whose account you want to reset and click Reset. To reset all user accounts at once, click the Select All button. Note: To select more than one user account at a time, press the Ctrl key. 3. Click Exit. Setting Database Passwords This feature allows you to create an encrypted password for databases with restricted access (in other words, databases with their own passwords). An encrypted password lets HEAT access the database directly. This eliminates the need for users to type an additional password to access the database. To Set a Database Password: 1. In the Administrator main window, select Security>Database Password from the menu bar. The Database Security Setup dialog box opens. 2. In the Network location for HEAT Service & Support field, type the path for the HEAT location on the network, or click Browse to navigate to that location. 3. In the User ID and Password fields, type the login information required to access the database. 4. Click OK. Administrator Guide

56 4-18 Setting Security Locked Calls A locked call is a Call Record that has been secured so it is temporarily unavailable to other trackers. This prevents two people from working on the same Call Record at the same time. In Administrator, you can view and unlock Call Records locked by trackers in Call Logging (and also in Web-based Call Logging). To Unlock a Locked Call: 1. In the Administrator main window, select Security>Locked Calls from the menu bar. The Locked Calls dialog box opens. 2. In the Tracker drop-down list, select a tracker (the person responsible for the Call Record) or select All Trackers to display information for all trackers in the system. The following information is displayed: Call ID - The ID number of the locked Call Record. Login ID - The Login ID of the tracker who locked the Call Record. Date Locked - The date/time the Call Record was locked. 3. Select the locked call you want to unlock, then click Unlock or double-click the call. Unlock All unlocks all locked calls for the selected tracker(s). 4. Click Close. Configure Unified Logins The Unified Login feature allows users to log on to HEAT using their Windows logon information. This eliminates the need to type an additional User ID and password to log on to HEAT. IMPORTANT: For the Unified Login functionality to work, you must configure Window user accounts as domain user accounts, not local user accounts. To Configure a Unified Login: 1. In the Administrator main window, select Security>Unified Login from the menu bar. The Configure Unified Login dialog box opens. HEAT

57 Software Licensing Select the Enable Unified Login check box. 3. In the Specify Field Containing Network User ID drop-down list, select the HEAT field you want to use to validate the domain Login ID. HEAT matches the user's domain login information against the value in this field to validate the HEAT login information. You can choose from the following HEAT fields: name FullName LoginID Note: Information for the above fields is configured when setting up HEAT user accounts in the Administrator module. Refer to "Add Users". 4. In the Allow Users From these Domains section, select a configured domain, or click Add to add a domain (note that you can also edit and delete a domain). IMPORTANT: At least one domain must be configured for the Unified Login feature to work. Names should match domain names configured for your Windows/NT system. You can also edit and delete existing trusted domains. 5. To require the Unified Login feature, select the Require Unified Login check box. This means the user s Windows ID and password must exactly match the user s HEAT login information to automatically log on to HEAT. 6. To enable the Unified Login feature for the Administrator module, select the Allow Unified Login for Administration Module check box. 7. To enable the Unified Login feature for HEAT Self Service, select the Allow Unified Login for HEAT SelfService check box. Note: This option is available to HEAT SelfService users over the intranet only. The Unified Login feature is not available to users over the internet. 8. Click OK. Software Licensing Licensing registers HEAT (including Web-based Call Logging) and its numerous add-on modules with system information. Licensing is conducted using the Licensing dialog box. Your database must be installed and set up before you begin the licensing process. License HEAT before licensing any add-on product or module. Type all the information exactly as it appears on the license agreement shipped with your HEAT system purchase information. Note: For detailed information on licensing HEAT's add-on modules, refer to the guide for each product. When licensing, you must type the following information in the Licensing dialog box: HDA Number Company Name Serialization Code Administrator Guide

58 4-20 Setting Security The system automatically determines the following: System Type Call Record Limit User Count Drop Dead Date Note: As an Evaluation version, the HEAT Code restricts use to evaluation only. Upon purchase, you receive a License Code specific to your company and license agreement conditions. License Your Software Licensing registers HEAT and its numerous add-on modules with system information. Note: For detailed information on licensing HEAT's add-on modules, refer to the guide for each product. To License Your Software: 1. To license HEAT or other HEAT modules, click the appropriate link in the License Your Software section of the Administrator Dashboard. 2. The HEAT Licensing dialog box opens. 3. In the HDA Number field, type your HDA number. This is shipped with your license agreement. 4. In the Company Name field, type your company name exactly as it appears on your license agreement. 5. In the License Code field, type the license code shipped with your software. 6. In the System Administrator section, type your system administrator's name (first and last) and your system administrator's address. 7. Click License. The License Agreement dialog box opens. Note: If you are evaluating the software, the Evaluation License Agreement (ELA) displays. If you have purchased the software, the End-User License Agreement (EULA) displays 8. Review the licensing information. If you agree to the terms, select I accept the terms and conditions stated above. You must also indicate your status and whether you have read the agreement by selecting I am an authorized agent and/or representative of the customer/end user and I have read the terms and conditions stated above. 9. Click Next. The Heat Licensing dialog box reopens. The System Information section (at the bottom) displays the updated system information (as determined automatically by the system). 10. Click Done to complete licensing the software process and exit the dialog box. HEAT

59 Setting Expiration Dates on HEAT Passwords 4-21 Setting Expiration Dates on HEAT Passwords You can set expiration dates on HEAT passwords. If implemented, users are prompted at logon to type a new password. HEAT also contains an option to prompt users to change their passwords before they expire. You can force users to reset their passwords at any time by checking the User must change password at next login check box on the Users dialog box. Refer to "Add Users". If you do not require users to type a password when logging onto HEAT, do not set an expiration date. To Set an Expiration Date on a HEAT Password: 1. In the Administrator main window, select Security>HEAT Password from the menu bar. The Password dialog box opens. 2. Select the Password Expires option. 3. In the Password expires after field, type or select the number of days until the password expires (for example, 90). 4. In the Prompt for change field, type or select the number of days prior to expiration you want HEAT to prompt the user to change the password. Leave the default of 0 if you do not want to prompt the user. 5. Click OK. Administrator Guide

60 4-22 Setting Security HEAT

61 5 Setting Defaults Defaults are preset specifications controlling the appearance and operation of HEAT for all users in your system. Defaults can be as simple as setting default searching parameters or as complex as defining integration criteria. In general, defaults can be overwritten by users. The Administrator Dashboard provides quick access to many of the default-setting options. Any default-setting options not listed on the Dashboard are available from the Administrator menu bar on the Administrator main window. IMPORTANT: In order to set or change defaults, all users must be logged off of the HEAT system. Simple Search Defaults - Create a default list of fields to Simple Search in Call Logging. System Defaults - Set defaults for some system wide settings such as call locking, Customer Types, and attachments (System Defaults), as well as assignments (Assignment Defaults). Hours of Operation Defaults - Set default operational times for your organization. Search Defaults - Set defaults for search order and knowledge base software searches. enteo Integration Setup Defaults - Enable integration with enteo and set defaults for the integration. Call Transfer Setup Defaults - Set defaults for electronically transferring Call Record information to other HEAT systems. DDE/Telephony - HEAT can be integrated with numerous DDE and telephony applications. Integration and setup options for these processes vary according to application and vendor. Contact your HEAT Sales representative for a list of certified vendors or the HEAT Support Desk for more information on integration. Mail Defaults - Set mail defaults such as polling frequencies and external mail labels. Activity Log Defaults - Set defaults for Activity Logs including preferences, group deletes, and activity record types. Call Map Defaults - Set defaults for the Call Map. HEATBoard Setup Defaults - Set defaults for the HEATBoard. GoldMine Integration Setup Defaults - Enable integration with GoldMine and set defaults for the integration. Counter Setup Defaults - Create and define counters for use in Call Logging. Counters can be used to automatically generate PO numbers, RMA numbers, etc.

62 5-2 Setting Defaults Admin Defaults - Set defaults specifically for the Administrator module such as form fonts, grid and dialog fonts, and default Administrator paths. Call Status Values Defaults - Change the default Call Status values in your system. Discovery Setup Wizard - HEAT Discovery enables you to view asset data from the FrontRange Centennial Discovery database using the HEAT Call Logging application. To facilitate the setup process, a wizard is run to create the initial configuration. Refer to the HEAT Discovery Getting Started Guide for information about running the Discovery Setup Wizard. Simple Search Defaults Simple Search defaults let you create default lists of fields to Simple Search in Call Logging (and also in Web-based Call Logging). The search returns a group (Call Group or Customer Group) of records that meet your criteria. Creating default lists reduces the time and effort spent setting search criteria. For example, if you commonly Simple Search for Call Records logged on the same day, you could add the RecvdDate field to the list to instantly search for Call Records by date. The default lists of fields are presented in the Simple Search submenus on Call Records and Customer Records. You can designate up to 25 fields to include in each Simple Search default list. To Set Simple Search Defaults: 1. In the Administrator Dashboard, click the Simple Searches link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Simple Searches from the menu bar). The Simple Searches dialog box opens. 2. Click either the Call Ticket tab (to set Simple Search fields for Call Records) or the Customer tab (to set Simple Search fields for Customer Records). 3. In the Table Name drop-down list, select the table containing the field you want to include in the Simple Search default list. If you select a Compound table (Subset or Detail), you must also select a Table Type (otherwise a default Table Type of System is selected). 4. In the Field List, select the field(s) you want to appear in the Simple Search default list, then click Add. The added fields include the table name as a prefix to the field name. Fields are listed this way in the Simple Search submenu. 5. Click OK. HEAT

63 System Settings 5-3 System Settings This option allows you to set defaults for some system-wide settings such as call locking, Customer Types, attachments, and assignments. There are two categories of System default settings: System Defaults - Set a variety of system settings such as system name, call locking, requiring a HEAT password, catalogs directory path, default Customer Type, and attachment options. Assignment Defaults - Set specifications for how assignments operate in Call Logging. System Defaults These defaults allow you to set a variety of system settings such as system name, call locking, requiring a HEAT password, catalogs directory path, default Customer Type, and attachment options. To Set System Defaults: 1. In the Administrator Dashboard, click the System Settings link in the Set System Defaults section (or, in the Administrator main window, select Defaults>System>System Defaults from the menu bar). The System Defaults dialog box opens. 2. In the System Name field, type a name for your system. 3. To allow the call locking feature (enabling trackers to lock Call Records in Call Logging), click the Enable Call Locking check box. Note: Call locking turns off automatically when a Call Record is saved. 4. To require a password when logging on to HEAT modules, select the Require Password check box. If this check box is not selected, users are not required to type a password to log on to HEAT (including Web-based Call Logging). 5. In the Catalogs Directory field, type the location of your catalogs directory, or click Browse to navigate to the location. Your Catalog Directory stores window and table definitions for the system and is created locally for speed of access. Administrator Guide

64 5-4 Setting Defaults 6. To set a default Customer Type for new Call Records, click the Specify a default Customer Type check box, then select a Customer Type in the drop-down list. A user can manually change the Customer Type in Call Logging. 7. In the Default path for Call Attachment files field, type the path or click Browse to navigate to the location you want to use as the default storage location for Call Record attachments (this path is also applicable for Web-based Call Logging). 8. In the Default path for Global Attachment files field, type the path or click Browse to navigate to the location you want to use as the default storage location for Global attachments (this path is also applicable for Web-based Call Logging). 9. In the Default path for Profile Attachment files field, type the path or click Browse to navigate to the location you want to use as the default storage location for profile (Customer Record) attachments (this path is also applicable for Web-based Call Logging). 10. In the Default path for FLS Attachment files field, type the path or click Browse to navigate to the location you want to use as the default storage location for First Level Support (FLS) attachments. 11. Click OK. Assignment Defaults These defaults allow you to set specifications for how assignments operate in Call Logging (and also in Web-based Call Logging). To Set Assignment Defaults: 1. In the Administrator main window, select Defaults>System>Assignment Defaults from the menu bar. The Assignment Options dialog box opens. 2. Select the default settings you want for assignments: Require assignments to be resolved before call can be closed - Requires that the call be marked as resolved before the assignment can be closed. Require an assignment before allowing call to be saved Only allow one non-resolved assignment at a time Enforce Acknowledge Required - Requires all acknowledge-required fields to be filled before assignments can be acknowledged. HEAT

65 Hours of Operation Defaults 5-5 Enforce Resolve Required - Requires all resolve-required fields to be filled before assignments can be resolved. Note: The system administrator determines which fields in the Asgnmnt table are acknowledge-required and resolve-required by setting these flags when creating the fields. 3. To require that assignments be resolved in chronological order, in the Require resolution of ordered assignments by Call Type section, select the Call Type(s) whose assignments you want to resolve in order. 4. Click OK. Hours of Operation Defaults The Hours of Operation default allows you to define your company's operational calendar, such as daily hours of operation and tracker/screener schedules. A set of pre-defined calendars is provided, including a help desk calendar, Customer Types defined in your system, and any calendars you have previously defined. Calendars are set to a 24-hour, 7-day-a-week schedule by default. You can edit these parameters to meet your company's specific needs. To Create a New Calendar: 1. In the Administrator Dashboard, click the Hours of Operation link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Hours of Operation from the menu bar). The Hours of Operation Definition dialog box opens, displaying a calendar for the current month. 2. From the Hours of Operation menu bar, select Calendar>New. A new, untitled calendar opens, displaying a 24-hour, 7-day-a-week, which you can edit to meet your specific needs (refer to the " To Set Hours of Operation Defaults" procedure for details). 3. To name and save the calendar, select Calendar>Save or click the Save changes toolbar button. To Set Hours of Operation Defaults: 1. Open a calendar by selecting a calendar from the drop-down list. Administrator Guide

66 5-6 Setting Defaults 2. Select the range of dates you want to edit (press the Ctrl key to select multiple dates), then select Edit>Edit Date(s) or click the Specify hours for selected date(s) toolbar button. The Editing dialog box opens. You can also click an individual date to open the Editing dialog box. To indicate your organization is open for the selected date(s), click the Open option. To indicate your organization is closed for the selected date(s), click the Closed option. 3. If you selected the Open option, define the hours you are open on this date by dragging the entire time bar, or click and drag either end of the toolbar to shorten or lengthen the range of hours. You can move the bar in 15-minute increments. The time you select is displayed above the bar as you move it. When you release the bar, the time changes appropriately in the table containing the From and To columns. To add more than one time range to this date, click the green + icon in the From field of the table. Adjust the new bar to the desired time settings. Note: You can add up to nine time ranges per date. To delete a time range, click the red x icon in the From field of the table. 4. In the Apply As area, specify if the time range is an exception or the default: If you select Exception, the time range is an exception to normal hours of operation. The settings will be applied only to the date(s) you selected. Exception settings appear in red on the calendar. If you select Default the time range is applied as the default hours. The settings are applied throughout the calendar for the selected day(s) (until you set another default setting). Default settings appear in blue on the calendar. 5. In the Apply To section: To apply your time settings to an entire work week (Monday-Friday), select the Apply to Work Week check box. To apply your time settings to weekends, select the Apply to Saturday and Sunday check box. IMPORTANT: Changes applied to Saturday and Sunday are applied to all weekend days on the same line. For example, changes made in a Saturday box are applied to the Sunday box in that same week on the calendar row. To clear all defaults and exceptions from the selected range, click Clear. 6. Click OK to save your changes and return to the Hours of Operation Definition dialog box. 7. To save the Calendar, select Calendar>Save or click the Save changes button in the toolbar. 8. To cancel your calendar changes, select Calendar>Abandon changes or click the Abandon button in the toolbar. The calendar reverts to the last data you saved. HEAT

67 Search Defaults 5-7 To Navigate to a Specific Month/Year in a Calendar: 1. Open a calendar by selecting a calendar from the drop-down list. 2. From the menu bar, select View>Goto Date. 3. Type the month and year, then click OK. Note: You can also use the arrow buttons in the toolbar to navigate through the months and years. To Print a Calendar: 1. Open a calendar by selecting a calendar from the drop-down list. 2. From the menu bar, select Calendar>Print. 3. The Print dialog box opens, enabling you to specify printer and printer properties. 4. Click OK. To Delete a Calendar: 1. Open the calendar to be deleted by selecting it from the drop-down list. 2. From the menu bar, select Calendar>Delete. 3. Click Yes to confirm the deletion. Search Defaults Search defaults allow you to set options for knowledge base applications: Search Order Defaults - This option sets a default searching order for your configured search engines. Knowledge Search Defaults - This options lets you set defaults for your integrated knowledge base applications such as HEAT Plus Knowledge or First Level Support (FLS). Search Order Defaults Searches are executed in order until a solution is found. You can set a default order to narrow or expand search criteria. To Set Search Order Defaults: 1. In the Administrator main window, select Defaults>Search>Search Order from the menu bar. The Change Search Order dialog box opens. Administrator Guide

68 5-8 Setting Defaults 2. In the Call Type drop-down list, select a Call Type. 3. In the Type of Search list, select a configured knowledge base application, then click Add. The knowledge base application is added to the Search Order list. IMPORTANT: If search defaults were set up using Knowledge Search Defaults, those defaults appear in the dialog box. You can override these defaults at any time. If no defaults were set up, you are prompted to set up defaults. 4. To edit a knowledge base application's searching parameters, select the search type in the Search Order list and click Edit Search. The appropriate dialog box opens so you can make changes. 5. Change the order the searches in the list by selecting a search and clicking the Move Up or Move Down button. 6. In the Search Options section, select a searching protocol: Search All Trees and Search Engines Stop When Solutions are Found 7. Click OK. Knowledge Search Defaults Knowledge Search defaults allow you to determine how information is searched in, posted in, and shared with your knowledge base application such as HEAT Plus Knowledge (HPK) or First Level Support (FLS). IMPORTANT: Before you can set defaults for First Level Support, you must first launch FLS from within Call Logging (a setting on the Path tab in Edit>User Preferences establishes the connection to the knowledge base), then click OK (upon launch) to create FLS tables. You must then import the knowledge tree(s) you want to use into HEAT. For more information, refer to the Call Logging and FLS online help. There are four basic components for setting Knowledge Search defaults: Search Engine and Knowledge Tree Defaults - Lets you choose a default search engine to use when querying your database, such as FLS, HEAT Plus Knowledge (HPK), or Microsoft Index Server (MIS). This option also lets you select a default knowledge tree (FLS and MIS only). Since multiple knowledge trees may be available to users in your system, selecting a default tree allows you to specify which tree users should utilize for searching and posting information. HEAT

69 Search Defaults 5-9 Note: Secured users can search and post information to all available trees. The default tree is simply the tree that the system looks to first. HEAT Plus Knowledge does not require selection of an FLS tree. If you select the HEAT Plus Knowledge search engine, the ability to specify a default knowledge tree is unavailable. Search Fields Defaults - Search fields are the HEAT fields your knowledge base application searches during a query. Setting default fields allows you to select the fields to send to your knowledge base for searching. Your knowledge base then searches the values from these fields to locate and post relevant information. Search Options Defaults - Search options define which areas are searched and how the searches are performed. Setting default options structure searches to be consistent and more efficient. This default applies only to the FLS and MIS search engines. AutoPopulate Defaults - AutoPopulating a knowledge tree automatically creates a node or article within the tree and fills it with information from preselected Call Logging fields. Setting AutoPopulate defaults allows you to select which Call Logging fields are used to fill each area of the knowledge node or article. Search Engine and Knowledge Tree Defaults Call Logging uses knowledge bases to store reference information (specifically, First Level Support, HEAT's built-in knowledge tool, uses knowledge trees). Selecting a default tree allows users easy access to the tree. A default search engine allows you to select the best search engine for your system. To Set a Default Tree: 1. In the Administrator main window, select Defaults>Search>Search Order from the menu bar. The Knowledge Search Defaults dialog box opens. 2. Click the Search Engine tab. 3. In the Search Engine section, choose a default search engine. You can choose from the following options: FLS Microsoft Index Server HEAT Plus Knowledge (these settings are also valid for HEAT Web-based Call Logging, since HPK is supported in Web-based Call Logging) Administrator Guide

70 5-10 Setting Defaults Note: Selecting the HEAT Plus Knowledge search engine enables the Export Users button. Clicking this button prompts you to save a list of users in XML format, which can then be imported into HPK. 4. In the FLS Tree field (enabled only if you selected the FLS or Microsoft Index Server search engine), type the name of the tree you want to assign as the default tree, or click Browse to select a tree. IMPORTANT: Before a default tree can be selected, you must first launch FLS from within the Call Logging module. Launching FLS creates the required tables in your database. You must then import the tree(s) you want to use with FLS. Imported trees are then available for selection as default trees. For information, refer to the Call Logging and FLS modules. 5. To apply the default FLS tree to all Call Types in your system, select the Apply Search Defaults to All Call Types check box. 6. Click OK. Search Fields Defaults Search fields are the HEAT fields your knowledge base application searches during a query. Setting default fields allows you to select the fields to send to your knowledge base for searching. Your knowledge base then searches the values from these fields to locate and post relevant information. To Set Defaults for Search Fields: 1. In the Administrator main window, select Defaults>Search>Search Order from the menu bar. The Knowledge Search Defaults dialog box opens. 2. Click the Fields tab. 3. Click the Browse button next to the Field 1 field. The Table/Field Selection dialog box opens. 4. Select the table and field you want to use as the Search field. The input field is the HEAT field sent to your knowledge base application when a search is performed. For example, if you select CallLog.CallDesc, information in the Call Description field in Call Logging is sent to your knowledge base for searching. 5. Click OK. 6. To limit the search to a branch, select the Use to find specific branch in a tree check box. If this check box is left clear, your knowledge base searches the entire tree. IMPORTANT: This option is available only for FLS users and refines the search area to a specific branch of the knowledge tree. This narrows the search, making it faster and more accurate; however, by limiting the search area, you may also overlook relevant information. 7. Click OK. 8. Repeat steps 4-7 for each input field. 9. In the Place Solution In section, click Browse to locate the field where you want the solution posted. The Table/Field Selection dialog box opens so you can select the field. Note: This solution field is displayed in the Call Logging window. HEAT

71 Search Defaults 5-11 Search Options Defaults Use this dialog box to define which areas of First Level Support (FLS) are searched during a query and how the searches are performed. Note: This dialog box is not available for HEAT Plus Knowledge (HPK) users. To Set Defaults for Search Options: 1. In the Administrator main window, select Defaults>Search>Search Order from the menu bar. The Knowledge Search Defaults dialog box opens. 2. Click the Search Options tab. 3. In the Search Areas section, select the default areas to be searched. Note: FLS Areas include Label, Abstract, Upper Text Area, and Lower Text Area. These refer to the specific location within the FLS Main window. 4. In the Options section, type a default Confidence Value, which is the value calculated when FLS performs a search based on a number of words found in each node. For example, a 33% Confidence Value means one of three words was found; 66% means two out of three words were found. Note: FrontRange Solutions recommends starting with a Confidence Value of 50 and adjusting it (after testing) according to the results received during a query. 5. If you want case-sensitive searches to be the default for FLS searches, select the Case Sensitive Search check box. AutoPopulate Defaults AutoPopulating a knowledge tree automatically creates a node within the tree and fills it with information from preselected Call Logging fields. This information can then be searched and used for reference by all secured users in your system. Note: By setting defaults, you are selecting the Call Logging fields you want to use to fill the four main areas of the FLS window or the HEAT Plus Knowledge article. To Set Defaults for AutoPopulate: 1. In the Administrator main window, select Defaults>Search>Search Order from the menu bar. The Knowledge Search Defaults dialog box opens. 2. Click the Auto Populate tab. 3. Click the Browse button beside each field you want to include in Auto Populate. The Table/ Field Selection dialog box opens. Note: These are the fields used to populate the four major areas of the FLS window or HPK article. After a node is selected from within a knowledge tree, the information contained within that node is displayed in these areas. 4. In the Table/Field Selection dialog box, select a table and field to use for each Auto Populate field, then click OK. 5. If you are using FLS, select the location for the new nodes. You can either place the new node at the root of the tree or in a branch. Administrator Guide

72 5-12 Setting Defaults 6. If you want to require a password in order to edit an existing tree, type a password in the Editing Password to send to FLS field. Otherwise, leave this field blank. 7. Click OK. enteo Integration Setup Defaults These settings allow you to enable integration with enteo and set defaults for the integration. 1. At the HEAT Administrator, select Defaults>enteo Integration Setup. 2. The enteo Integration Setup dialog box opens. 3. In the URL field, enter the URL that contains the enteo bls administration web service. For example: 4. In the UserName, Password, and Domain fields, enter a user name, password and domain to access the enteo Web Service. 5. In the Path to the enteo Remote executable (UNC) field, select or enter the path that contains the enteo v6 Remote executable (netral.exe). Make sure the path is in UNC format so it is available from any HEAT client. This path is used to initiate a remote control session. 6. In the DSN of the database with enteo validation tables section, the Data Source field only lists DSNs registered in the HEAT external Connection Manager (so only one option may be available). The enteo validation tables are: MANAGEDCOMPUTERS SPARECOMPUTERS AVAILABLESOFTWARE 7. In the HEAT Tables section, in the Software compliance table field, select a table to store software compliance information received from enteo. This should be a HEAT validation table with at least the following columns: PolicyId number PolicyInstanceId number AssignedObjectName text HEAT

73 Call Transfer Setup Defaults 5-13 ComputerName text ComputerId number ComplianceState text 8. In the HEAT Tables section, in the Operation status table field, select a table and a field name in the Field field. When the external operation completes successfully, this field contains no value. When the external operation completes with errors, this field contains the error description. 9. Click OK. Call Transfer Setup Defaults Call Transfer defaults let you set options for electronically transferring Call Record information to other HEAT systems. Information is transferred by creating an message specifically formatted to contain Call Record and system information. The message is then sent to the receiving system and is reconstructed through Auto Ticket Generator into a new Call Record. There are two methods for sending Call Record information: Transfer via - This method lets you transfer information to automated systems through Lotus, MAPI, or GroupWise packages. System Transfer - This method lets you transfer information from one HEAT system to another. Transfer via This method for sending Call Record information lets you transfer information to automated systems through Lotus, MAPI, or GroupWise packages. To transfer information in this manner, you must select specific fields to transfer. To Set Up Transfer via Defaults: 1. In the Administrator Dashboard, click the Call Ticket Transfer link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Transfer Setup from the menu bar). The Call Transfer Setup dialog box opens. 2. Click Add. The Select a General Method dialog box opens. Note: You can also edit an existing transfer method by selecting a method in the Call Transfer Setup dialog box, then click Edit. 3. Select Transfer via , then click OK. The Define Call Transfer dialog box opens. Administrator Guide

74 5-14 Setting Defaults HEAT 4. In the Name field, type a name for the transfer method. 5. In the Send Information section, select the sending protocol (Lotus, MAPI, or GroupWise, depending on your internal system), then type the address where you want to send the information. You can also click Browse to locate an address from your address book. 6. In the Subject field, type a subject for the message. 7. In the Table drop-down list (in the Fields To Transfer section), select the table containing the fields you want to transfer. The available fields for that table appear in the Available list. 8. In the Available list, select the field(s) you want to transfer, then click Add. 9. To change the call status of the Call Record upon transfer, select the Change Call Status on Transfer to check box, then type a new call status in the field. You can also click Values to select a predefined call status. 10. Click OK. System Transfer This method for sending Call Record information lets you transfer information from one HEAT system to another, and requires the exact system name of the receiving system (defined under Defaults>System). To Set Up System Call Transfer Defaults: 1. In the Administrator Dashboard, click the Call Ticket Transfer link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Transfer Setup from the menu bar). The Call Transfer Setup dialog box opens. 2. Click Add. The Select a General Method dialog box opens. Note: You can also edit an existing transfer method by selecting a method in the Call Transfer Setup dialog box, then click Edit. 3. Select System Transfer, then click OK. The Define System Call Transfer dialog box opens.

75 Mail Defaults In the Method Name field, type a name for the transfer method. The Message Subject of System Call Transfer cannot be changed. 5. In the Exact Name of Target System field (in the Send Information section), type the exact name of the system where you want to send the information. The exact name of the target system is defined under System defaults. 6. Select the sending protocol (Lotus, MAPI, or GroupWise, depending on your internal system), then type the address where you want to send the information. You can also click Browse to locate an address from your address book. 7. To create a Comparison file (.cmp) that contains all of your system definitions, click the Create Comparison File button. The Select Comparison File Name dialog box opens so you can name and select a location for the.cmp file. 8. To include the profile data with the Call Records, select the Send Profile Data with Call check box. 9. To change the call status of the Call Record upon transfer, select the Change Call Status on Transfer to check box, then type a new call status in the field. You can also click Values to select a predefined call status. 10. Click OK. Note: If a customer ID does not exist at the receiving end, the transfer adds it. It does not overwrite an existing customer ID. Mail Defaults Mail defaults let you configure options such as polling frequencies, labels for external mail folders (MAPI, Lotus, POP, and GroupWise, and default Journal Types). To Set Mail Defaults: 1. In the Administrator Dashboard, click the Mail link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Mail from the menu bar). The Mail Defaults Settings dialog box opens. Administrator Guide

76 5-16 Setting Defaults 2. In the Check For Messages/Alarms every field, type a numeric polling value, specifying how often the system will check for new messages. 3. Type a Minimum and Maximum Value. 4. In the External Mail Folders section, type a label for your external mail folders. These labels appear in the SupportMail interface and the Address Book, and identify your external mail clients: MAPI Lotus POP GroupWise 5. To set a default Journal Type for s that are copied into a journal, select the Set Journal Type check box. Then select a default journal type from the Journal Type drop-down list. Note: FrontRange Solutions recommends using Support Mail as your default journal type so journal entries copied in from s are easily identified. 6. To set a default Journal field into which s are copied, select a field in the Message Text Destination Field drop-down list. Note: Text saved to the Journal entry typically includes header information such as the identification of the sender, receiver, any persons copied on the message, date and time sent, the subject of the , and the text of the message. The amount of information transferred from an message to the journal entry is limited by the maximum size of a database field. For example, if a text field is used to store the message, typically no more than 255 characters are saved in the journal entry. 7. Click OK. HEAT

77 Activity Log Defaults 5-17 Activity Log Defaults Activity Log defaults allow you to set options for Activity Logs: Activity Log Preferences - Set general preferences for Activity Logs, including selecting which items and fields (called Watch Fields) you want the Activity Log to record. Activity Log Group Delete Defaults - Set parameters for deleting Activity Logs. Activity Record Types Defaults - Create, edit, and delete Activity Record Types. Activity Record Types are used to classify Activity Log entries. Activity Log Preferences Activity Log preferences allow you to define which items and fields (called Watch Fields) the Activity Log records. To Set Activity Log Preferences: 1. In the Administrator Dashboard, click the Activity Log Preferences link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Activity Log>Preferences from the menu bar). The Activity Log Preferences dialog box opens. 2. Select the item(s) you want the Activity Log to record: Auto logging-call Logging - Enables Call Logging to automatically generate entries in the Activity Log. Auto logging-auto Ticket Generator - Enables the Auto Ticket Generator to automatically generate entries in the Activity Log. Auto logging- Auto Escalation - Enables Auto Escalation to automatically generate entries in the Activity Log. Log unsaved activities - Tracks abandoned activities from the Call Log, Detail, Assignment or Journal forms. Confirmation on Call Close - Tracks closed Call Records. Allow Log Changes to Closed Calls - Tracks changes made to closed Call Records. 3. Select the field(s) you want to track. Tracked fields are called Watch Fields. 4. Type a label for each Watch Field (reports refer to fields by Watch Field number). The label appears in Call Logging>View>Activity Log as well as on the Edit Activity Log Record dialog box. 5. Click OK. Administrator Guide

78 5-18 Setting Defaults Activity Log Group Delete Defaults Activity Log Group Delete defaults allow you to set parameters for deleting Activity Log entries. To Set Activity Log Group Delete Defaults: 1. In the Administrator main window, select Defaults>Activity Log>Group Deletes from the menu bar. The Activity Log Group Deletion dialog box opens. 2. Select the Activity Log entries you want to delete. You can delete by: Date- Select the Delete all activities older than option. Call Status - Select the Delete all activities for calls with a status of option. Individual ID number - Select the Delete all activities for call id(s) option. Type the number in both fields for this option. When a Call Record is deleted, all Activity Log records for that Call Record are also deleted. A range of ID numbers - Select the Delete all activities for call id(s) option. Type the range in the fields for this option. 3. Click OK. Activity Record Types Defaults Activity Record Types are used to classify Activity Log entries, and can also be used in reports. You can create, edit, and delete your own Activity Record Types. You cannot delete or edit a default Record Type; however, you can edit its description. HEAT has several default Record Types: Online Type - This type is used automatically for a standard Call Record. Off-line Type - This type is used automatically when you manually create Activity Log entries. To allow manual Activity Log entries, you must first enable Security Rights in Administrator. Unsaved Type - This type is used automatically to record abandoned activities and is only available if you selected the Log Unsaved Activities option in the Activity Log Preferences dialog box. Create Activity Record Types You can create Activity Record Types to classify Activity Log entries. To Create an Activity Record Type: 1. In the Administrator main window, select Defaults>Activity Log>Activity Record Types from the menu bar. The Activity Record Types dialog box opens. 2. Click Add. The Activity Record Type Dialog dialog box opens. HEAT

79 Activity Log Defaults In the RecordType field, type a name for the Activity Record Type. 4. In the Record Description field, type a brief description for the Activity Record Type. 5. Click OK. Edit Activity Record Types You can modify the parameters of an Activity Record Type. To Edit an Activity Record Type: 1. In the Administrator main window, select Defaults>Activity Log>Activity Record Types from the menu bar. The Activity Record Types dialog box opens. 2. Select the Activity Record Type you want to edit, then click Edit. The Activity Record Type Dialog dialog box opens. 3. Make the needed changes. 4. Click OK. Delete Activity Record Types You can delete an Activity Record Type. Default Record Types cannot be deleted. To Delete an Activity Record Type: 1. In the Administrator main window, select Defaults>Activity Log>Activity Record Types from the menu bar. The Activity Record Types dialog box opens. 2. Select the Activity Record Type you want to delete, then click Delete. 3. Click Yes to confirm the deletion. Administrator Guide

80 5-20 Setting Defaults Call Map Defaults Call Map defaults allow you to determine which categories appear on the Call Logging Call Map (and also in Web-based Call Logging), an expandable and collapsible summary view of the current Call Record, displayed in the InfoCenter window of Call Logging. Categories organize the field data (call and customer information), assignments, and journals for the selected Call Record. You can also define which fields appear in those Call Map categories. In addition, Call Map defaults allow you to define labels for Assignments and Journals, as well as sub-nodes for Assignments. Call Map information can be defined globally or for a particular team. To define a Call Map globally, select Global in the drop-down list, then complete the information in the tabs. To define a Call Map for a specific team, select the particular team in the drop-down list, then complete the information in the tabs, or you can use the global settings. Using the Call Map default feature you can: Add Default Categories Add Default Call Information Fields Add Default Customer Information Fields Add Default Assignment Information Fields Add Assignment Subnodes Define Labels for Call Map Assignments Add Default Journal Information Fields Define Labels for Call Map Journals Add Default Categories Call Map category defaults allow you to define which categories appear in the Call Logging Call Map. Categories can be defined globally or for a particular team. You can choose to display the following categories: Assignment - Organizes fields specific to an Assignment such as assigned by, acknowledged date, and resolution. Call Attachments - Organizes attachments applicable to the currently open Call Record. Call Info - Organizes fields specific to a call, such as Call Type, status, priority, etc. Customer - Organizes fields specific to a customer, such as title, fax number, ZIP code, etc. The Customer information fields in the Call Map complement the customer information found in the Subset form. Global Attachments - Organizes attachments applicable to all Call Records in the database. Journal - Organizes fields specific to a Journal such as entry date, entry time, Journal Type, etc. Profile Attachments - Organizes attachments applicable to all Call Records for the current customer. To Add Default Categories to the Call Map: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. HEAT

81 Call Map Defaults In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select CallID: value. The Sub-nodes tab displays. 4. On the Sub-nodes tab, in the Available Categories list, select the category you want to include in the Call Map. 5. Click Add to add the selected category or Add All to include all available categories. The added categories appear in the Selected Categories list. You can control the order in which categories appear in the Call Map by moving fields up or down in the Selected Categories list; select the category, then click the Move Up or Move Down button. You can remove a category from the Selected Categories list by selecting it and clicking Remove, or you can click Remove All to remove all of the categories. 6. Click Apply. You can now define which fields appear under each of the categories on the Call Map. Add Default Call Information Fields Note: The Call Info category must be configured to appear in the Call Map before fields can be added. Refer to "Add Default Categories". After the Call Info category is added to the Call Map, you can define which fields appear under it. Fields can be defined globally or for a particular team. To Add a Default Call Information Field to the Call Map: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Call Info. The Fields tab displays. Administrator Guide

82 5-22 Setting Defaults 4. On the Fields tab, in the Table drop-down list, select the table containing the field you want to display in the Call Map. 5. In the All Fields list, select the field you want to display in the Call Map. 6. Click Add to add the selected field or Add All to add all available fields. 7. To display the field names in your Call Map, select the Show field names in the Call Map check box. 8. Click Apply. Add Default Customer Information Fields Note: The Customer category must be configured to appear in the Call Map before fields can be added. Refer to "Add Default Categories". After the Customer category is added to the Call Map, you can define which fields appear under it. Fields can be defined globally or for a particular team. To Add a Default Customer Information Field to the Call Map: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Customer. The Fields tab displays. HEAT

83 Call Map Defaults On the Fields tab, in the Table drop-down list, select the table containing the field you want to display in the Call Map. 5. In the All Fields list, select the field you want to display in the Call Map. 6. Click Add to add the selected field or Add All to add all available fields. 7. To display the field names in your Call Map, select the Show field names in the Call Map check box. 8. Click Apply Add Default Assignment Information Fields Note: The Assignments category must be configured to appear in the Call Map before fields can be added. Refer to "Add Default Categories". After the Assignments category is added to the Call Map, you can define which fields appear under it. Fields can be defined globally or for a particular team. To Add a Default Assignment Information Field to the Call Map: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Assignment. The Subnodes, Fields, and Label tabs display. 4. Click the Fields tab. Administrator Guide

84 5-24 Setting Defaults 5. In the All Fields list, select the field you want to display in the Call Map. 6. Click Add to add the selected field or Add All to add all available fields. 7. To display the field names in your Call Map, select the Show field names in the Call Map check box. 8. Click Apply. Add Assignment Subnodes Once the Assignments category is added to the Call Map, you can define which sub-nodes appear under it. Sub-nodes help organize the multiple Assignments that can appear in the Call Map tree. To Add an Assignment Sub-node to the Call Map: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Assignments. The Sub-nodes, Fields, and Label tabs display. 4. Click the Sub-nodes tab. HEAT

85 Call Map Defaults In the Show Assignments section, select the sub-nodes you want to display: Show only Assignment entries Show Resolved/Unresolved groups Show Assigned/Acknowledged/Resolved groups 6. To display a past due notification for unresolved Assignments, select the Show Past Due status for Unresolved Assignments check box. 7. Define the time increment for the past due notification by selecting options in the drop-down lists. 8. Click Apply. Define Labels for Call Map Assignments You can define labels for the Assignments appearing in the Call Map. To Define a Label for a Call Map Assignment: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Assignments. The Sub-nodes, Fields, and Label tabs display. 4. Click the Label tab. Administrator Guide

86 5-26 Setting Defaults 5. In the Customize Assignments label field, type a label. You can also insert fields into the label by selecting a field in the Field drop-down list and then clicking Insert. 6. To display the number of Assignments listed in the Call Map, select the Display a count of Assignments at the end of the label check box. 7. Click Apply. Add Default Journal Information Fields Note: The Journals category must be configured to appear in the Call Map before fields can be added. Refer to "Add Default Categories". After the Journals category is added to the Call Map, you can define which fields appear under it. Fields can be defined globally or for a particular team. To Add a Default Journal Information Field to the Call Map: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Journals. The Fields and Label tabs display. 4. Click the Fields tab. HEAT

87 Call Map Defaults In the All Fields list, select the field you want to display in the Call Map. 6. Click Add to add the selected field or Add All to add all available fields. 7. To display the field names in your Call Map, select the Show field names in the Call Map check box. 8. Click Apply. Define Labels for Call Map Journals You can define a label for the Journal entries appearing in the Call Map. To Define a Label for a Call Map Journal: 1. In the Administrator Dashboard, click the Call Map Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Call Map Setup from the menu bar). The Call Map Setup dialog box opens. 2. In the Team drop-down list, select the team with which you want to work. Select the Use global Call Map definition for this team check box to use the global settings. To define a global Call Map, select Global in the Team drop-down list. 3. In the Call Map list, select Journals. The Fields and Label tabs display. 4. Click the Label tab. Administrator Guide

88 5-28 Setting Defaults 5. In the Customize Journals label field, type a label. You can also insert fields into the label by selecting a field in the Field drop-down list and then clicking Insert. 6. To display the number of Journal entries listed in the Call Map, select the Display a count of Journals at the end of the label check box. 7. Click Apply. HEATBoard Setup Defaults HEATBoard defaults allow you to define autoclose options and header information for the Call Logging HEATBoard (and also in Web-based Call Logging). To Set HEATBoard Defaults: 1. In the Administrator Dashboard, click the HEATBoard Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>HEATBoard Setup from the menu bar). The HEATBoard Setup dialog box opens. 2. To launch an AutoTask for the linked Call Records, select the Run an AutoTask check box, then click the Browse button to locate and select an AutoTask. The Select a Task dialog box opens: HEAT

89 GoldMine Integration Setup Defaults 5-29 In the View section, select the audience whose AutoTasks you want listed in the box below the View section. If you click Team, select the appropriate team from the drop-down list. In the list of AutoTasks (filtered by View), open a folder to see the list of AutoTasks, then select the desired AutoTask. Click Select. The name of the selected AutoTask appears in the field to the right of the Run an AutoTask check box. 3. To copy close-required data (close description information) to all calls linked to an issue, click the Copy Close-Required data from Lead Call check box. This applies only to linked calls where AutoClose is allowed. 4. To delete the issue after all linked calls are AutoClosed, click the Automatically delete HEATBoard issue following AutoClose operation check box. This deletes the issue only from the HEATBoard, not the CallLog database. 5. Select the header information you want to display on HEATBoard issues: Lead Call Number - Posts the CallID of the lead call in the header. Post Information - Posts the name of the user who posted the issue and the time the issue was posted. No Header Information - Leaves the header blank. 6. Click OK. GoldMine Integration Setup Defaults GoldMine Integration defaults let you set options for accessing GoldMine. Options include setting a path to the GoldMine executable file and setting display options for GoldMine information in the Call Logging Customer window. Options are set using the GoldMine Integration dialog box located under the Defaults menu in the Administrator module. To Set GoldMine Integration Defaults: 1. In the Administrator Dashboard, click the GoldMine Integration Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>GoldMine Integration Setup from the menu bar). The GoldMine Integration dialog box opens. Administrator Guide

90 5-30 Setting Defaults 2. To enable GoldMine integration in HEAT, select the Enable GoldMine Integration check box. 3. In the GoldMine Path field, type the path to the GoldMine executable or click the Browse button to navigate to the location of the program file. 4. In the User ID and Password fields, type the GoldMine user ID and password. 5. Next to the Contact Data field, click the Select button to choose the set of GoldMine contacts you want to integrate. 6. To define options for a particular role, select the Change options based on a user role check box. Then select a role in the Roles drop-down list. If this check box is not selected, all roles are allowed to access any options selected in the Customer Window Options and Data to Display sections. 7. In the Customer Window Options section, select default options for the Call Logging Customer window: Show Pending Activities in Customer Window - Displays the Sales-Pending tab in the Customer window. This allows HEAT Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. Show Activity History in Customer Window - Displays the Sales-History tab in the Customer window. This allows HEAT Call Logging users to view a list of sales activities that took place for a particular GoldMine customer. Allow GMSM to be launched from Customer Window - Allows users to launch GoldMine directly from the Customer window in Call Logging. 8. In the Data to Display section, select the GoldMine information you want to display by default. 9. To limit the view to only the activities the user creates or owns, select the Limit Display to User's Activities check box. 10. Click OK. HEAT

91 Counter Setup Defaults 5-31 Counter Setup Defaults Counters are used in AutoTask actions in Call Logging (and also in Web-based Call Logging) to automatically generate numbers. The counters available are defined in the Administrator module (although users can change some counter parameters). For example, you can set up counters for PO numbers and RMA numbers. This automates the process and saves valuable time when logging a call. A maximum of 10 counters can be defined. To Set Counter Defaults: 1. In the Administrator Dashboard, click the Counter Setup link in the Set System Defaults section (or, in the Administrator main window, select Defaults>Counter Setup from the menu bar). The Counters dialog box opens. Note: For existing counters, you can select a counter and click Edit to make changes. Select a counter and click Delete to delete the counter. Editing or deleting counters affects AutoTask actions using those counters. 2. Click Add. The Counter Definition dialog box opens. 3. In the Name field, type a name for the counter. 4. In the Current Value field, type a starting value for the counter. 5. In the Increment field, type or select an increment value for the counter. 6. If you want the counter to automatically reset, select the Should the counter automatically reset itself check box. Then choose a time frame (daily, monthly or yearly) and type a reset value. 7. Click OK. 8. Click Close to close the Counters dialog box. Administrator Guide

92 5-32 Setting Defaults Admin Defaults Admin defaults allow you to set options specifically for the Administrator module: Administrator Default Paths - Set default paths for Edit Sets files (.set) and database files (.haf,.dat, and.hcf). Form Font Defaults - Set defaults for text appearing on forms. Grid and Dialog Font Defaults - Set defaults for text appearing in grid and on dialog boxes in Administrator. Administrator Default Paths Admin path defaults allow you to set default locations for saving Edit Set files (.set), temporary Edit Set files (.set), backup files (.haf), and Import/Export files (.dat,.hcf, and.haf). Designating a default location saves time and promotes file organization and consistency. To Set Admin Path Defaults: 1. In the Administrator main window, select Defaults>Admin Defaults>Default Paths from the menu bar. The Administrator Default Paths dialog box opens. 2. In the Default path to Save Edit Set files (*.set) field, type the path to the location where you want to save Edit Set files or click Browse to navigate to a location. 3. In the Default path for Database Import/Export files (*.dat, *.hcf, *.haf) field, type the path to location where you want to save database files or click Browse to navigate to a location. For more information on database files, refer to "Import Data" and "Export Data". 4. In the Default path to create Archive HAF files before commit (*.haf) field, type the path to the location where you want to save backup.haf files during the commit Edit Set process or click Browse to navigate to a location. For more information on the commit process, refer to "Commit Edit Sets". 5. In the Default path to create Archive Edit Set before commit (*.set) field, type the path to the location where you want to save backup Edit Set files during the commit Edit Set process or click Browse to navigate to a location. 6. Click OK. HEAT

93 Call Status Values Defaults 5-33 Form Font Defaults Form font defaults let you control which font, style, and size appear by default on the forms you design using an Edit Set. You can use any font available in your system. To Set Form Font Defaults: 1. In the Administrator main window, select Defaults>Admin Defaults>Form Font from the menu bar. The Font dialog box opens. 2. Select the Font, Font style, and point Size you want to use by default in an Edit Set. Note: You may need to select a language Script, depending upon the type of font you select. If you need to select a Script, select one in the drop-down list. 3. Click OK. Grid and Dialog Font Defaults To Set Grid and Dialog Font Defaults: 1. In the Administrator main window, select Defaults>Admin Defaults>Grid and Dialog Fonts from the menu bar. The Font dialog box opens. 2. Select the Font, Font style, and point Size you want to use by default in the Administrator module. Note: You may need to select a language Script, depending upon the type of font you select. If you need to select a Script, select one in the drop-down list Click OK. Call Status Values Defaults Call Status Values defaults allow you to change the default Call Status Values in your system, which will be reflected in Call Logging (and also in Web-based Call Logging). Default statuses are Open, Closed, and Reopened. Note: Before you change the default values, be sure to manually add the values to your Status table. To Set Call Status Value Defaults: 1. In the Administrator main window, select Defaults>Call Status Values from the menu bar. The Call Status Values dialog box opens. Administrator Guide

94 5-34 Setting Defaults 2. In the Select a value for "Open" field, type the status you want to replace Open (for example: Active). 3. In the Select a value for "Closed" field, type the status you want to replace Closed (for example: Complete). 4. In the Select a value for "Reopened" field, type the status you want to replace Reopened. (for example: Reactivated). 5. Click OK. HEAT

95 6 Designing Your System Designing a HEAT system is not difficult, but it is complex. It is best to approach your design with a clearly-defined plan. The better you design and configure your system at the beginning, the fewer changes you ll have to make once the system is implemented. IMPORTANT: FrontRange Solutions recommends experimenting with the Demo data in your Sample database before designing and customizing your own system. The data is intended to help you understand how the different components (tables, forms, fields, etc.) work together in HEAT. Understanding these components helps you design your own system. Once you have a design in mind, you can customize your HEAT database (your Starter database) using Edit Sets and Table Maintenance. Developing a System Plan Designing Forms

96 6-2 Designing Your System Developing a System Plan A system plan outlines your organization's requirements to enable your organization to function at peak efficiency. A comprehensive system plan involves familiarizing yourself with the following: The HEAT Suite of Modules - Familiarize yourself with HEAT s numerous modules, especially Call Logging. It is important that you recognize the purpose and function of each module and the role each plays as a service and support tool. HEAT System Structure - Read the topics included in How HEAT Works. It is very important you understand how databases, tables, fields, forms, grids, Views, and Edit Sets function. Your Organization's Needs - Draw flowcharts, create checklists, and gather information from your co-workers. It is essential that you recognize the needs of your employees and customers. Answer Some Basic System Design Questions - Answer some System Configuration Questions to help you organize and plan functions for your organization. HEAT gives you control over the appearance and function of your system; the quality of your system depends on the thought you put into the configuration. System Design Questions Your system s tables and forms work together in many ways. To understand how your system s interrelationships affect your design, consider the following questions: How do you want to identify the callers/customers? This question helps you determine Customer Types. Customer Types should be defined when you want to identify a group for storing unique or specially-organized information. For example: One Customer Type could be Employee; this type would store information about internal workers who call. Another Customer Type could be Company; this type would store information about businesses who call. IMPORTANT: You can define as many Customer Types as you need; however, many of the bestconfigured systems use only one or two Customer Types. Having fewer Customer Types greatly speeds and simplifies the process of logging calls. What Information do you need to maintain on each type of caller/customer? This question helps you design Profile tables for each Customer Type. Each Customer Type has its own Profile table, which consists of background records for single callers. For example: Some information that could be included on a Profile form is Customer ID, which is the only field required on a Profile form; first and last names and any other pertinent information that helps identify the caller; phone and fax numbers, addresses, addresses, etc.; space for general notes pertaining to the customer. What Profile information do you want automatically displayed in Call Logging? This information helps you design the Subset. From each Profile, you can select fields to display at the top of the main Call Logging window (this is called the Subset). Choose information important enough to be displayed in all Call Records at all times. For example: Name, job title, phone number and address are all important facts you may want to include on each Call Record. HEAT

97 Developing a System Plan 6-3 What hardware/software information do you need for each caller/customer? This question helps you design your Config tables. Each Customer Type can have a different Configuration form. This allows you to store different information on separate pieces of hardware/software. For example: You can use generic field names such as name of item, model number, date purchased, etc., to easily separate hardware and software units into separate Configuration Records. IMPORTANT: The Customer ID is the only field required on all Configuration forms; it is automatically placed by HEAT. This field is validated by the Profile table to ensure all of a customer s Configuration records are linked to the correct profile. How do you want to categorize the calls your organization handles? This question helps you determine Call Types. Call Types serve two important purposes. First, they make it possible to isolate groups of Call Records by using lookups and reports. Second, they serve as a way to select different Call Detail forms, which enables you to collect different information on different types of problems. For example: One Call Type could be billing issue; this type could store information about billing. Another Call Type could be sales inquiry; this type could store information about a possible sale. IMPORTANT: Try to keep your Call Types as general as you can (for example, registration, manual request, wrong number, etc.). What special information is needed for each of your Call Types? This question helps you determine which Call Types should be linked to Call Detail forms, and the layout and content of those forms. A Call Detail form provides a way to record information specific to a particular kind of problem. When you select a Call Type, its associated Call Detail form (if you create one) is added to the main Call Logging window. IMPORTANT: The most powerful feature of the Call Detail form is its connection to the Configuration record. You can link fields between the Call Detail form and the Configuration table to minimize keystrokes as your organization handles calls. To take advantage of this feature, create fields in the Call Detail form that are twins of the fields in the Configuration record. The field names can be different, but they must share the same length, format, data type, and validation table (if any). For this reason, design your Call Detail forms with your Configuration tables in mind. To whom do you assign calls? This helps you determine the layout of the Assignment form. The basic questions points to consider: Whether or not to use the Acknowledge and Resolve features. What special information do you want to store as your organization assigns calls? What information do you want to pass on to assignees? What information do you need about potential assignees? This helps determine what extra fields, if any, should be added to the Assignment-Contact table. Information from the Assignment-Contact form is pulled into the general Assignment table, where your workers are able to locate appropriate assignees for different types of calls. For example: Some information that could be included on a Assignment-Contact form is beeper number, home phone number, fax number, manager s name. Administrator Guide

98 6-4 Designing Your System Designing Forms When planning your system, you should consider the design of your forms. Forms are the windows users see on the front-end. Call Log Form Design The Call Log form displays CallLog table information (that is, the basic facts about a call including the tracker responsible for the call, the type and description of the call, and the current call status). Many of the fields in the CallLog table are required system fields and, therefore, cannot be modified or deleted. You can, however, customize the CallLog table by adding your own fields or changing the look of the form. Some of the text boxes in the Call Log form are filled automatically when you open a Call Record including: Call ID Number - The Call ID Number is a unique, system-generated number that HEAT assigns when a new Call Record is created. This number appears in the Call Status Banner just below the Toolbar. Tracker - The tracker is the individual responsible for tracking the call (the person who owns the issue). HEAT assumes that the person logged in is the tracker. Status - When you create a new Call Record, the value Open is automatically populated into the Status field, located on the Call Log tab. Received by - HEAT enters the User ID of the individual who opened this call along with the date and time the Call Record was opened. Some text boxes in the Call Log form are populated automatically when you save a Call Record, such as: Last Modified - HEAT records the User ID of the person who last saved changes to the Call Record, as well as the date and time of the changes. Some text boxes in the Call Log form are populated automatically when you close a Call Record, such as: Closed by - HEAT records the User ID of the person who closes the Call Record, as well as the date and time the call is closed. Profile Form Design The Profile form displays Profile table information (that is, information specific to the customer such as name, address, phone number, etc.). The background information contained therein is used as a standing reference about each customer. You can customize the Profile table to include a variety of information about the customer, such as: Customer Name Customer Phone Number Customer Address IMPORTANT: The Profile is used as a Validation table for the Subset. Note: An Administrator can create different Customer Types with specifically defined Profile forms. Profile records are uniquely identified by a combination of their CustID and CustType values. Because the Profile table is a Compound table, it is possible to have multiple entries for a specific CUSTID that are all assigned to different Customer Types. HEAT

99 Designing Forms 6-5 Subset Form Design The Subset form should display the customer information you want to view at all times while working on a Call Record. You can customize the Subset table to include a variety of information about the customer, such as: Customer ID Phone Number Address Note: The Profile and Subset tables comprise a Customer Type. If more than one type of customer contacts your organization, you can create Customer Types and design Customer Record forms that are specific for each caller type. The Subset is linked to the Profile by its CUSTID and CustType fields. Design Tips: The Subset should contain only the information needed to work with your customer on the phone. The customer s full profile can be accessed easily from the Call Logging window by clicking the Profile button. You can make the appearance of the Subset form different for each of your Customer Types, enabling quick identification the type of customer calling. Configuration Form Design The Configuration form displays Config table information (that is, information about equipment, such as hardware, software, and peripheral devices). You can customize the Config table to include a variety of information about a customer's environment, such as: Name of Product Registration/Model Number Training Course Information Note: The Config table can have multiple records for each customer Profile. This feature allows many Configuration Types (created by the system administrator) to be linked with any Profile record. Design Tips: Keep in mind that the Config table is one table. Fields that are common between Configuration Types should be shared. Detail Form Design The Detail form displays Detail table information (that is, detailed information about a call). Detailed information is dependent upon the Call Type (as specified in the CallType field). For example, details about a software call could include the package name and the registration number, whereas a printer call could include a model number and resolution. You can customize the Detail table to include a variety of information, such as: Name of Product Registration/Model Number Resolution Note: A Detail form is not required to exist for every Call Record. Some Call Types simply may not require further information be gathered. The system administrator decides which Call Types require a form. Administrator Guide

100 6-6 Designing Your System Design Tips: To link a Detail Type (a Detail sub-table) to a Call Type, they must have the same name. For this reason, it is a good idea to decide on the names of your Call Types before naming the Detail Table Type. It is easy to rename a Call Type, but you cannot rename a Detail table Type. You can design a separate Detail form for each Call Type; however, you do not need a Detail form for every Call Type. Keep in mind that the Detail Table is one table. Fields that are common between types should be shared. Assignment Form Design The Assignment form displays Asgnmnt table information (that is, information about work assigned to a particular individual or group, particular to a call). You can enter several Assignments on a single Call Record. You can customize the Asgnmnt table to include a variety of information about the Assignment such as: Acknowledgments Resolutions Billing Hours Design Tips: To link a Detail Type (a Detail sub-table) to a Call Type, they must have the same name. For this reason, it is a good idea to decide on the names of your Call Types before naming the Detail Table Type. It is easy to rename a Call Type, but you cannot rename a Detail table Type. Journal Form Design The Journal form displays Journal table information (that is, notes about a call). Each note can be a separate Journal entry or record. As with Assignments, there can be any number of Journal records. You can customize the Journal table by adding fields or by modifying the look of the form. HEAT

101 7 Customizing Your Database HEAT gives you the versatility to customize your database to meet the specific needs of your organization. Table Maintenance is a tool for simple customizations; however, an Edit Set is the main tool for adding, modifying, and removing items from your database. Once you create an Edit Set, you can begin modifying tables, fields, forms, and grids. Edit Sets are used to customize: Tables, including Table Types, Table Views, and connections to External tables Fields, using the Table Editor Forms, using the Form Editor and the Form Wizard Grids

102 7-2 Customizing Your Database Customization Process Edit Sets Steps for customizing your system vary depending on the changes you want to implement and the process you use to implement your changes. All customizations, however, require the same basic components. Create an Edit Set. You can make changes to this working copy of your database and then commit the changes to your live system when you are satisfied with your modifications. Create a new table to add to your database. You can create tables to store new information. You can also open and modify existing tables by modifying the fields, form, and grid definitions associated with the table. Create fields to add to the table. You can either use the Field Definition dialog box or the New Field Wizard. Both tools are accessed using the Table Editor. You can also modify existing fields to meet the needs of your organization. Add the fields to the table's form. Utilizing the New Field Wizard enables you to add new fields to the table's form. If you created a field using the Field Definition dialog box, you must manually add the field to the form in the Form Editor. Add the fields to the table's grid. Utilizing the New Field Wizard enables you to add new fields to the table grid. If you created a field using the Field Definition dialog box, you must manually add the field to the grid. Customize the form. You can customize the appearance of a form. You can also customize the form by adding colors, textures, and attributes. An Edit Set is a working copy of your database. It is your primary tool for customizing tables, fields, forms, and grids. Refer to "What is an Edit Set?" for a comprehensive definition of Edit Sets. The following topics will help you become familiar with the Edit Set interface and learn to work with Edit Sets to create and edit tables, forms, and grids: Edit Set Interface Working with Edit Sets Edit Set Interface The Edit Set interface is used to create new system definitions: create and/or modify tables, fields, forms, and grids. When you create an Edit Set (File>New Edit Set, or select Create Edit Set on the Dashboard), the Edit Set interface opens; if you have the Tabbed Layout option selected in the View menu, the Edit Set interface opens in a tabbed layout mode. Clicking Open Form, Open Table, or Open Grid opens additional tabs. Click and drag a tab away from the tab bar to open that tab in a separate pane; drag the tab back onto the other tabs to display that tab in the same pane. Click the x located to the right of the tabs to close the active tab. If you have multiple tabs open such that some tabs are hidden, the arrow keys to the right of the tabs activate, enabling you to expose the hidden tabs. To turn off the tabbed layout mode, select View, then deselect the Tabbed Layout option. The Edit Set interface opens as a dialog box, as does the interface for Open Form, Open Table, and Open Grid. HEAT

103 Edit Sets 7-3 When an Edit Set is open in the Administrator window, the Administrator menu bar changes to accommodate special Edit Set/Quick Customize-specific options. For example, the File menu displays Pre-Commit Edit Set Verify (Edit Set mode) and Verify Quick Changes (Quick Customize mode). Interface Components The components within the Edit Set interface: Tables List Box - Lists all the database tables available to be modified in your HEAT system. The icon next to the table identifies the table category: System Tables Compound Tables Validation Tables External Tables Note: Core System tables (HEAT tables) are not listed and have no direct user interface for changes. They are essential to the operation of the program and cannot be modified in any way. The Core tables normally have a HEAT-prefixed name for identification (for example: HEATDb, HEATGrp). Administrator Guide

104 7-4 Customizing Your Database Types list box - Lists the different Table Types associated with the selected Compound table. In addition, View Sets and Table Views are listed in this list box, identified with the following icons: View Sets Table Views Open Form button - Opens the Form Editor, where you can edit the selected table in form mode. Use this to modify a form's appearance or to add fields, AutoTasks, and report access to forms. Open Table button - Opens the Table Editor, where you can edit the fields contained within the selected table. Use this to modify field definitions. You can also access grids and forms from the Table Editor. Open Grid button - Opens the Grid interface (as a tab or dialog box), where you can edit the grid associated with the selected table. Use this to modify the information contained in a grid. New button - Opens the New Table Type dialog box, where you can creates a new table, Table Type, or external connection to a table. This function is not available in Quick Customize. Delete button - Deletes the selected table, Table Type, Table View, or external connection to a table. This function is not available in Quick Customize. Create View button - Opens the Create View dialog box, where you can create a new Table View for the selected table. Panels There are also three panels which display when an Edit Set is open. Use these panels to place fields, AutoTasks, and report shortcuts onto forms (refer to Forms for details): Field List - Click and drag a field onto a form to add a control associated with that field. Refer to Forms for information about how to use this panel and how to modify the control. AutoTask View - A list of AutoTasks populates this panel when a form is opened. Click and drag an AutoTask onto a form to add a command button, which runs the AutoTask when clicked. Refer to Forms for information about how to use this panel and how to modify the control. Refer to the Call Logging online help topic "AutoTasks" for more information about AutoTasks. Report View - A list of Report Shortcuts populates this panel when a form is opened. Click and drag a report name onto a form to add a command button, which runs the report when clicked. Refer to Forms for information about how to use this panel and how to modify the control. Refer to the Call Logging online help topic "Reporting" for more information about reports. To manipulate the panels: Click the Report View tab to view the Report list; click the AutoTask View tab to view the AutoTask list. These two views are initially part of the same panel, but can be separated by clicking and dragging the tab. To rejoin panels, place one panel over the other and doubleclick (all three panels can be joined and tabbed in this way). Click and drag the edge of a panel to resize it. Click the close icon (x) to close a panel (which can be reopened from the View menu). HEAT

105 Edit Sets 7-5 Click the auto hide icon (push pin) to hide a panel, leaving a tab; move your mouse over the tab to reopen the panel to see needed information; move your mouse away from the tab to rehide the panel. Click the auto hide icon again to re-dock the panel or double-click the header. Move a panel to other areas of your window by clicking the header at the top and dragging the panel to the desired location; re-dock by double-clicking the header or releasing when the guide is highlighted. Working with Edit Sets You can perform the following tasks for Edit Sets: Create Edit Sets Open Edit Sets Save Edit Sets Commit Edit Sets Create Edit Sets Edit Sets are created so you can work on system definitions without affecting your live system. This allows you to refine your definitions on a working copy until a desired outcome is reached and committed. To Create an Edit Set: 1. In the Administrator Dashboard, click the Create Edit Set link in the Customizing Your System section (or, in the Administrator main window, select from the menu bar either File>New Edit Set or select File>Quick Customize if you want to use the Quick Customize mode). The HEAT Administrator Module dialog box opens. Click OK to confirm the creation of a new edit set. Note: Because the Quick Customize mode cannot be used to change the underlying structure of your system, users do not need to be logged out in order to apply the changes.the Quick Customize dialog box uses the same basic interface as a regular Edit Set with a few exceptions: table and field creation tools are unavailable. Committing changes using the Quick Customize mode increments the version field in the HEATDb table just as an Edit Set would do. As a result, any Edit Set created before the Quick Customize changes contains an earlier version number and is not committed. Refer to "Quick Customize" for more information. 2. The Operation in Progress dialog box opens while the edit set is being created. 3. The Edit Set interface opens. You can define tables, fields, forms, and grid definitions. In addition, the File menu options change to display additional Edit Set/Quick Customizespecific commands, such as Pre-Commit Edit Set Verify (if you selected File>New Edit Set to enter the Edit Set mode) and Verify Quick Changes (if you selected File>Quick Customize to enter the Quick Customize mode). Open Edit Sets You can open an existing Edit Set file (.set) and work on it at any time. To Open an Edit Set: 1. From the Administrator menu bar, select File>Open Edit Set. The Open dialog box opens. 2. Select an Edit Set file (.set). The Edit Set interface opens. Administrator Guide

106 7-6 Customizing Your Database Save Edit Sets Edit Sets can be saved so that you can refine them over an extended period of time. Edit Sets are saved as (.set) files. IMPORTANT: Committing changes using the Quick Customize mode increments the version field in the HEATDb table just like an Edit Set. As a result, any Edit Set created (and saved) before the Quick Customize changes contains an earlier version number and is not committed. To Save an Edit Set: 1. Open the Edit Set you want to save. 2. From the Administrator menu bar, select File>Save As. The Save As dialog box opens where you can select a name and destination for your Edit Set file (.set). Commit Edit Sets Committing an Edit Set applies your table, field, form, and grid definitions to your live system. Protocols for Committing Edit Sets Committing an Edit Set is a very important process. FrontRange Solutions recommends following some basic protocols: Make sure everyone is logged off of HEAT - Committing an Edit Set involves changing the structure of your HEAT database. During this time, only the system administrator can be logged on to HEAT. You can log all users out of HEAT by locking user accounts. IMPORTANT: All services and the Manager's Console must also be shut down before committing an Edit Set. Allow plenty of time - The process of committing an Edit Set may take a considerable amount of time, depending upon the size of your database and system configuration. The process of committing an Edit Set must continue without interruption. After you begin the process, you cannot stop it without losing your changes. Allow extra disk space - Make sure you have enough disk space to handle temporary duplicates of the areas of your system to which you are applying changes. We recommend 2-3 times the.haf file size. Make a backup of your HEAT system - Committing an Edit Set is an irreversible process. As a precaution, it is strongly recommended that you make a complete backup of your HEAT database files and field definitions before committing an Edit Set. You can make a backup copy during the commit process. An option on the Commit Options dialog box lets you archive your current.haf file before committing the new Edit Set. Run the Pre-Commit Edit Set Verify Command - The File>Pre-Commit Edit Set Verify command lets the system administrator test the integrity of the Edit Set without writing any changes to the database. Although not foolproof, it is an excellent preliminary checking device. If an error is detected, HEAT displays a problem-specific error message. IMPORTANT: It is strongly recommended that you run this verification before committing an Edit Set. HEAT

107 Tables 7-7 To Commit an Edit Set: 1. Open the Edit Set. 2. From the Administrator menu bar, select File>Commit. The Commit Options dialog box opens. 3. To save a complete backup of your HEAT database files and field definitions, select the Create Archive file before committing check box. A.haf file is saved to the default location specified in Admin Default Paths. 4. To save a copy of the current Edit Set, select the Archive Edit Set before committing check box. A temporary Edit Set file (.set) is saved to the location specified in Admin Default Paths. 5. Click OK. This process retrieves the current database configuration, compares it against the Edit Set, then imports the new or changed data. A dialog box opens confirming the commit. Note: If the Edit Set does not commit properly, an error message is displayed. Further explanation of the error can be found in the commit.log file generated during the committing process. 6. Click OK. IMPORTANT: If a Commit Edit Set does not work, restore your original settings from your saved.haf file. Tables A table is where records are stored within a database. Tables contain columns (fields) and rows (records). Refer to "What is a Table?" for a comprehensive definition of Tables. Working with Tables Table Types Table Views Table Editor Working with Tables You can perform the following tasks for Tables: Open Tables Create Tables Attach External Profile Tables Attach External Validation Tables Enable Business Rules for Tables Enable Modifications Tracking Delete Tables Administrator Guide

108 7-8 Customizing Your Database Open Tables All tables in your database (with the exception of HEAT tables) can be accessed through the Edit Set interface. It is through an Edit Set that you can view and edit table fields, forms, and grid definitions. To Open a Table: 1. In the Tables list of the Edit Set, select the table you want to open. If you select a Compound table, you also need to select a Table Type from the Types list. If you have Table Views created for the table, you must also select the Table View you want to open. 2. Click Open Table. The Table Editor opens, where you can view your fields, forms, and grid definitions. Create Tables You can create tables to store and relay important information. When you create a table, it is added to your database. Tables are created in the Edit Set interface. To Create a Table: 1. In the Edit Set interface, click New. The New Table Type dialog box opens. 2. In the Table field, type a name for the table. The default Type, Validation, is applied. IMPORTANT: You can also select a Compound table from the drop-down list (Config, Detail, Profile, Subset). When you select a Compound table, you are actually creating a sub-table or Table Type for the Compound table. Enter a name for the Table Type in the Type field. 3. In the Description field, type a brief description for the table. 4. Click OK. The Table Editor opens, where you can customize the new table by adding fields, forms, and grids. HEAT

109 Tables 7-9 Create Customer, Configuration, and Call Types HEAT streamlines the process of creating Customer, Configuration, and Call Types for Compound tables. Refer to "Table Types". Attach External Profile Tables External Profile tables are tables that exist outside of HEAT, to which you can connect, and from which you can use data. External tables, when used by HEAT, are read-only tables (data can be viewed but not changed). To Attach an External Profile Table: 1. In the Edit Set interface, select the Profile table, then click New. The New Table Type dialog box opens. 2. Click External. The New Table Type dialog box expands to include data source and use information. 3. In the Data Source section, in the Name drop-down list, select the data source containing the External table you want to import. If the desired data source is not available: Click Connection Manager to locate a data source. The Connection Manager dialog box opens. Select an existing data source in the Data Sources list or click Connect Data Source to select a new data source. You must then select a connection option: Maintain for Session - Connects you to the external database when you log on to HEAT, and maintains the connection for as long as you are logged on to HEAT. Drop Between Uses - Connects you to the external database only when you are accessing an external table. The User ID and Password fields are automatically populated from the selected ODBC data source. You can also set them to any valid login for the data source or select the Use HEAT Login check box to use the HEAT Login ID and password. Click Close to return to the New Table Type dialog box. 4. In the Table will be used for section, select External Profile. The Table field defaults to Profile. 5. The Type field now displays a list of External tables from your external data source. Select the appropriate external table. 6. In the Description field, type a brief description for the External table. 7. In the Table will be used for section, select the field you want to use to identify the profile. Administrator Guide

110 7-10 Customizing Your Database 8. Click OK. The Table Editor opens. Because External tables are read-only, you cannot use the Table Editor to add or remove fields. You can, however, add fields to forms and grids. External tables are represented by the External table icon in the Tables list. Attach External Validation Tables External Validation tables are tables that exist outside of HEAT, which you can use to validate fields. External tables, when used by HEAT, are read-only tables (data can be viewed but not changed). To Attach an External Validation Table: 1. In the Edit Set interface, click New. The New Table Type dialog box opens. 2. Click External. The New Table Type dialog box expands to include data source and use information. 3. In the Data Source section, in the Name drop-down list, select the data source containing the External table you want to import. If the desired data source is not available: Click Connection Manager to locate a data source. The Connection Manager dialog box opens. Select an existing data source in the Data Sources list or click Connect Data Source to select a new data source. You must then select a connection option: Maintain for Session - Connects you to the external database when you log on to HEAT, and maintains the connection for as long as you are logged on to HEAT. Drop Between Uses - Connects you to the external database only when you are accessing an external table. The User ID and Password fields are automatically populated from the selected ODBC data source. You can also set them to any valid login for the data source or select the Use HEAT Login check box to use the HEAT Login ID and password. Click Close to return to the New Table Type dialog box. 4. In the Table field, select the External table you want to use, then click OK. The default Type, Validation, is applied. 5. In the Description field, type a brief description for the External table. 6. Click OK. The Table Editor opens. Because External tables are read-only, you cannot use the Table Editor to add or remove fields. You can, however, add fields to forms and grids. External tables are represented by the External table icon in the Tables list. Enable Business Rules for Tables Business Rules are Call Record conditions that are monitored by the Business Rule Monitor to escalate calls. Business Rules are configured and edited in the Business Rule Editor, opened from the Windows Start menu. Before the Business Rule Monitor can monitor these conditions, the Business Rules must be enabled from Administrator. Enabling Business Rules for tables is done in the Table Editor. To Enable Business Rules: 1. In the Tables list of the Edit Set, select the table for which you want to enable Business Rules, then click Open Table. The Table Editor opens. HEAT

111 Tables On the Table Editor toolbar, select the Business Rules Enabled button. Click Yes to confirm. In order for your changes to take effect, you must commit the Edit Set. Define Escalation Events Once you have enabled Business Rules on a table, you can define events to monitor for the table. You can always escalate based on the date and time a record was last modified. Example: The Call Received event for all Call Records is based on the date and time when the Call is first logged. To Define Escalation Events for a Table: 1. In the Table Editor, click the Define Escalation Events button. The Escalation Event Definition dialog box opens, displaying pre-defined events. You can add, edit, and delete escalation events in this dialog box. To add an escalation event, click New. Type a description, then select a Date field and time field that will trigger the event. Click OK. To edit an event, select the event in the Defined list, then click Edit. Make your changes, then click OK. To delete an event, select the event in the Defined list, then click Delete. 2. Click OK. Enable Modifications Tracking The ModBy, ModDate, and ModTime fields are fields that autopopulate after a record is saved, indicating the date and time the modification occurred and by whom. These fields are system fields on the CallLog table and can be added to other tables, such as the Journal table, using the Modifications Tracking Enabled button on the Table Editor toolbar. To Enable Modifications Tracking: 1. In the Tables list of the Edit Set, select the table for which you want to enable Modifications Tracking, then click Open Table. The Table Editor opens. 2. On the Table Editor toolbar, select the Modifications Tracking Enabled button. Click OK to confirm. The three fields are added to the table as system fields and will appear on the associated form. In order for your changes to take effect, you must commit the Edit Set. Administrator Guide

112 7-12 Customizing Your Database To Disable Modifications Tracking: 1. In the Tables list of the Edit Set, select the table for which you want to disable Modifications Tracking, then click Open Table. The Table Editor opens. Note: You cannot disable this feature in the CallLog table. 2. On the Table Editor toolbar, deselect the Modifications Tracking Enabled button. Click OK to confirm. The three fields are removed from the table as system fields and from the associated form. In order for your changes to take effect, you must commit the Edit Set. Delete Tables You can delete tables, Table Types, Table Views, and connections to External tables from your database when they are no longer needed. Note: System Tables, listed with this symbol, cannot be deleted. To Delete a Table: 1. In the Edit Set interface, select the item you want to delete, then click Delete. 2. Click Yes to confirm the deletion. To Delete a Table Type or Table View: 1. Select the table in the Tables list of the Edit Set, then select the Table Type or Table View in the Type list. 2. Click Delete. 3. Click Yes to confirm the deletion. Table Types Table Types are essentially sub-tables of a parent Compound table. Although they are not truly distinct tables in the database, they act in concert allowing one table to function as many. This allows each Table Type to have its own form, its own grid, its own security, etc. Because Table Types are not truly distinct tables in the database (meaning they don't exist on their own), they harvest their data from another table (a parent table), then function based on their own field combination, forms, and security. In other words, one physical table exists in the database, but multiple sub-tables appear, each functioning on its own. Customer Types, Call Types, and Configuration Types are all examples of Table Types. Create Table Types You can create Table Types (Call Types, Customer Types, and Configuration Types) to store and relay important information specific to a parent Compound table. Like database tables, Table Types are created in the Edit Set interface. HEAT

113 Tables 7-13 Call Types You can create Call Types to help classify the various issues a customer/employee is experiencing. For example, an external customer may call with a purchase order or a sales request. An employee may call with a computer malfunction or a request for new software. IMPORTANT: Since Call Types are sub-tables of the Detail table you need to create a Table Type in order to add a Call Type. Tables Types are created in the Edit Set interface. To Create a Call Type: 1. In the Edit Set interface, click New. The New Table Type dialog box opens. 2. In the Table drop-down list, select Detail. 3. In the Description field, type a brief description for the Call Type (normally this field would contain the table description; but since a Call Type is being created, the description will pertain to the Call Type). 4. Click OK. The Table Editor opens, where you can customize your table by adding fields, forms, and grids. Customer Types You can create Customer Types to help categorize the various kinds of customers/employees supported by your organization. For example, a customer may be an individual (either an employee or an external customer), a company, or a piece of equipment. IMPORTANT: Since Customer Types are sub-tables of the Detail table you need to create a Table Type in order to add a Customer Type. Tables Types are created in the Edit Set interface. To Create a Customer Type: 1. In the Edit Set interface, click New. The New Table Type dialog box opens. 2. In the Table drop-down list, select Profile. 3. In the Description field, type a brief description for the Customer Type (normally this field would contain the table description; but since a Customer Type is being created, the description will pertain to the Customer Type). 4. Click OK. The Table Editor opens, where you can customize your table by adding fields, forms, and grids. Configuration Types You can create Configuration Types to help categorize various types of equipment, or tasks related to equipment, specific to a customer/employee. For example, a Configuration Type could register a product, handle contract information, or track training information. IMPORTANT: Configuration Types can only be created using an Edit Set. To Create a Configuration Type: 1. In the Edit Set interface, click New. The New Table Type dialog box opens. 2. In the Table drop-down list, select Config. Administrator Guide

114 7-14 Customizing Your Database 3. In the Description field, type a brief description for the Configuration Type (normally this field would contain the table description; but since a Configuration Type is being created, the description will pertain to the Configuration Type). 4. Click OK. The Table Editor opens, where you can customize your table by adding fields, forms, and grids. Table Views Table Views control the way different users see and interact with the same table data. More precisely, they control which fields and field attributes appear on a form and a grid. Like a Table Type, a Table View is not a distinct database table, but is a sub-table of a parent table. Unlike a Table Type, however, a Table View does not possess its own combination of fields; Table Views merely display a different combination on forms and grids. Create Table Views Table Views control the way different users see and interact with the same data. More precisely, they control which table information (that is, fields and field attributes) appears in a form. IMPORTANT: Table Views are organized into View Sets, which can be assigned to roles for security purposes. Always begin by creating the View Set; you can then add Table Views to the collection as they are created. To Create a Table View: If you have not yet created View Sets, refer to "View Sets". IMPORTANT: Since the Profile and Subset tables share information, if you create a Table View for one, you must create a matching Table View for the other. 1. In the Tables list of the Edit Set, select the table for which you want to create a Table View. 2. Click Create View. The Create View dialog box opens. 3. In the Automatically add to View Sets list, select the View Set to which you want to add the Table View. If an appropriate View Set is not available, you can create a View Set; refer to "View Sets". Selecting a View Set automatically populates the Name field. It is recommended that you leave the name the same as the View Set. 4. In the Description field, type a brief description for the Table View. 5. In the Initialize Form and Grid section, select an appearance for the form and grid. You can choose a blank form/grid or an existing form/grid. 6. Click OK. The Table View appears in the Types list in the Edit Set interface. You can now edit the fields, forms, and grids for this Table View. View Sets Table Views are arranged in collections called View Sets. View Sets can be created and associated with roles for security purposes. To Create a View Set: 1. With the Edit Set open, select File>View Administration from the Administrator menu bar. The View Administration dialog box opens. 2. In the View Sets section, click New. The Create View Set dialog box opens. HEAT

115 Fields 7-15 Fields 3. In the Name field, type a name for the View Set. 4. In the Description field, type a brief description for the View Set. 5. Click OK to return to the View Administration dialog box where you can create Table Views to include in the View Set. A field is a specific parcel of information within a database table. Fields are displayed in rows in a table. System fields are identified with an asterisk. Multiple field data (as a group) constructs a record. On forms, field information is displayed using controls; form labels are used to identify the fields. Refer to "What is a Field?" for a comprehensive definition of Fields. When you create a field, you must also define its attributes to control how it looks and acts. Fields are created using the Table Editor. Table Editor The Table Editor lists all the fields in a selected table. An asterisk next to the field name identifies it as a system field. The columns to the right of the field name display all the field's defined attributes. The Table Editor toolbar allows you to quickly access commands for field-related tasks, such adding and removing fields. The Table Editor grid can be resized and printed. When the Table Editor is open, the Administrator menu bar changes to accommodate tablespecific options. You can either access table functions from this menu bar or from the Table Editor toolbar. Administrator Guide

116 7-16 Customizing Your Database Use Table Editor to perform the following field-related tasks: Create Fields using either the Field Definition dialog box or the New Field Wizard Edit Fields Delete Fields Add a Field to Form Add Fields to Grids You can also use Table Editor to: Enable Business Rules for Tables Open Forms Open Grids Table Editor Toolbar Use the toolbar at the top of the Table Editor to access common commands. Most of these options are also available in the Table Editor menu bar. New Field Wizard - Accesses the New Field Wizard, which walks you through the various steps for adding a field. Add Field - Opens the Field Definition dialog box, in which you can define field attributes. Edit Field - Opens the Field Definition dialog box for the currently selected field. Use this feature to edit currently-defined field attributes. Delete Field - Removes the currently selected field from the table. You are asked to confirm your choice before the field is actually removed. Add Field to Form - Adds the currently selected field, along with a label, to the form associated with the table. Add Field to Grid - Adds the currently selected field to the end of the grid associated with the table. HEAT

117 Fields 7-17 Form Wizard - Accesses the Form Wizard, which walks you through the various steps for defining a form. Business Rules Enabled - Selecting this check box enables Business Rules for use in the Business Process Automation module. Define Escalation Events - Once you have enabled Business Rules on a table, click to define events to monitor for the table. Go to Form - Accesses the form associated with the table. Go to Grid - Accesses the grid associated with the table. Modifications Tracking Enabled - Adds the ModBy, ModDate, and ModTime fields (which autopopulate after a record is saved, indicating the date and time the modification occurred and by whom) to the table. Refer to Enable Modifications Tracking for more information. Create Fields There are two ways to create fields in Table Editor: New Field Wizard - Walks you through the steps to define field attributes and explains the purpose of each attribute. The New Field Wizard also allows you to add the fields directly to forms and grids. Create Fields Using the Field Definition Dialog Box - Allows you to define all field attributes on one dialog box. Unlike the New Field Wizard, however, this dialog box does not prompt you to add the field to the form or grid; you must do this manually. New Field Wizard 1. Open the table to which you want to add a field. 2. On the Table Editor toolbar, click the New Field Wizard button. The wizard opens, displaying a series of dialog boxes to walk you through the process for creating the field and defining the attributes of the field. Note: The wizard creates a field with some standard properties. To define advanced properties for the field, create the field, then edit the field to assign more complex characteristics. Create Fields Using the Field Definition Dialog Box You can use the Field Definition dialog box to create fields and define field attributes. This dialog box is recommended for advanced users. Note: Instead of using the Field Definition dialog box, you can use the New Field Wizard to walk you through the steps for creating a field. To Create a Field Using the Field Definition Dialog Box: 1. Open the table to which you want to add a field. 2. On the Table Editor toolbar, click the Add Field button. The Field Definition dialog box opens. Administrator Guide

118 7-18 Customizing Your Database HEAT 3. In the Field Name field, type a name for the field. Field naming conventions: Field names must start with a letter, then should be alphanumeric (a combination of letters and numbers). Field names cannot contain spaces or punctuation. Some names are reserved by various database engines and cannot be used as field names. If you choose one of these names, HEAT informs you of the conflict. Field name length is limited to 30 characters or less, depending on the database in use. The name should be unique; however, Compound tables have the option of using a field from another version of the same table (for example, the Profile table can share an address field between Organization and People Customer Types), which is more efficient if the field is shared. If the same field is used in multiple Table Types, because of the physical structure of the database, it must be of the same type and size; however, many of the rules, such as flags and validation, can be different from Table Type to Table Type. 4. In the Description field, type a brief description for the field. 5. In the Field Type drop-down list, select a type (physical category) for the field. The field type you choose determines the number and types of formats available in the Format field. Some categories allow only a default format, while others allow numerous choices. Check - A yes/no (or true/false) field. When a Check field is used on a form, it shows up as a check box, which can either be selected (yes or true) or cleared (no or false). Date - Stores a specific date. When a Date field is used in a form, it lets the user enter a date utilizing the format specified for date entries (formats are determined in each client's Windows setup). In Call Logging, you can display a calendar to select a date for the field or fill in the current date with a single keystroke. Decimal - Stores a number that can have a decimal component (example: 3.14). Using formats, you can control the number of decimal places allowed. Memo - Lets you store a large amount of text (up to 64KB or over 65,000 characters). The data entered into a Memo field can have multiple lines. If a Memo field on a form has more data than can be displayed, a scroll bar allows you to move through the text. Number - Stores whole numbers (example: 5). Text - The most common field in HEAT, a Text field can store letters, numbers, and punctuation.

119 Fields 7-19 Time - Stores a particular time. When a Time field is used on a form, it allows a time to be entered using the format specified for time entries (formats are determined in each client's Windows setup). In Call Logging, you can also fill the current time with a single keystroke. 6. In the Format field, select a format for the field. Field formats control the way information is entered into a field. The number and types of formats available depend on the field type. Some field types allow only one default format; other field types let you select a format (from those provided by HEAT) or create your own format: Decimal - Lets you control the way decimals are entered into a field. You can control the field length, the number of decimal places, the decimal sign, and the separator. HEAT offers several decimal formats, including Currency, Money, Hours, Decimal places. Number - Lets you control the way numbers are entered into a field. Although you can always type a value into a Number field, you may prefer to have a way to quickly increment or decrement the value. A spinner is an up-down arrow control that lets you increase or decrease the value in the field by a specified increment. Text - Lets you control the way text is entered into a field. For example, you can limit the number of characters, insert special characters, convert all values to uppercase, allow letters only, etc. HEAT offers several predefined text formats, including AlphaNumeric, AlphaOnly, UpperCase, Social Security, Phone Number. IMPORTANT: The mask controls the format entry and defines the legal values for the field. For example, a mask which reads (999) requires that only numbers between 0 and 9 be entered in the field and inserts the parenthesis automatically. Note: Customer ID Formats: The CustID is a System field that uniquely identifies each customer. Because this is a System field, most of its attributes cannot be changed, including its format; however, HEAT generates a new format whenever a new Customer Type is created, allowing you to set the format for a Customer ID. The format name is based on the name of the Customer Type. For example, the People customer type is formatted by the People CustID format. By default, this format does not have a mask (the CustID field is a text field); however, you can edit the format to provide any mask you like. 7. In the Size field, type a numerical length for the field (up to 100 characters). 8. In the check boxes in the Field Definition section, select the flags you want to apply to the field. Flags are tags denoting the field properties: System - Denotes a System field, which is required by HEAT for operation and cannot be changed. This flag is selected by default for all System fields. Required - Applies a required field setting to the field. A Call Record cannot be saved until all required fields are filled. Read Only - Applies a read-only setting to the field. Read-only fields cannot be edited by forms. They can, however, be populated using Auto Fills or Default Values. Indexed - Applies an indexed setting to the field, which creates an index within the database for that field. Indexed fields can be searched substantially faster. However, indexing takes up space in the database and slows down the adding and editing of records. You should only put indexes for fields you use frequently for searching. Primary Key - Applies a primary key setting to the field, which is a special kind of index that acts as the main or primary way of identifying the record in the database. In the CallLog Table, the Call ID field is used as the primary key. This prevents you from creating two calls with the same Call ID. All values for a primary key field must be unique (that is, they do not allow duplicate information). HEAT allows you to designate more than one field as a primary key; however, only one field can actually be the primary key; all others become Unique Indexes. If you select the Primary Key check box, the Indexed check box becomes unavailable, since a Primary Key is actually an index. Unique Indexes do not allow duplicate information. Administrator Guide

120 7-20 Customizing Your Database There are also some special flags that are only available for specific tables: Close Required - Available for fields in the CallLog, Subset, and Detail tables and applies a close required setting to the field. A Call Record cannot be closed until a close required field is filled. Acknowledge Required - Available for fields in the Asgnmnt table and applies an acknowledge required setting to the field. A Call Record cannot be closed until an acknowledge required field is filled. To enforce this behavior, you must also select the Enforce Acknowledge Required check box on the Assignment Options dialog box (select Defaults>System>Assignment Defaults from the Admin toolbar). Resolve Required - Available for fields in the Asgnmnt table and applies a resolve required setting to the field. A Call Record cannot be closed until a required field is filled. To enforce this behavior, you must also select the Enforce Resolve Required check box on the Assignment Options dialog box (select Defaults>System>Assignment Defaults from the Admin toolbar). 9. The Validation feature allows the user to select information from a drop-down or pop-up list. The list has all the appropriate (legal) entries the user can select to correctly populate a field (especially useful for limiting or controlling the information entered in a field). To enable validation of the field with data from another field, select the Validate check box, then define: Table - Specifies the table you want to use to validate the field. Table Type - Specifies the Table Type (if applicable) you want to use to validate the field. Field Name - Specifies the field you want to use to validate this field. Select the Show selections in a drop-down list check box to display validation entries in a drop-down list. Select the Allow the user to enter non-valid entries into field check box to allow users to type values into the field if an appropriate validated value is not available (this option is called Helpful Validation). 10. The Auto fill feature lets you specify which fields should be populated automatically when another field is validated. Any number of fields can auto fill when a validation takes place. For example, when the CustID field is populated on the Subset, the Phone field can be auto filled with information from the Profile. To auto fill the field, select the Auto fill check box, then define: Depends on - Specifies the field on which the auto fill will depend. Select a field in the drop-down list. Fill from - Specifies the field from which the auto fill gets its information. Select a field in the drop-down list. 11. The Defaults feature allows you to set a default value for a field. This is especially useful for fields that often have the same value such as State or Return Address. Setting a default value for an existing field has no effect on records already in the database. There are some special default functions available for certain Date - Fills in the date when the record was Time - Fills in the time when the record was - Fills in the ID of the tracker who created the record. Select the Default check box, then type or select a default value to provide a field default. Note: Check Fields have a True/False default value. HEAT

121 Fields The Field Synchronization feature lets you synchronize shared fields. A shared field is a field used by more than one Table Type (that is, Customer Type, Call Type, or Configuration Type) or on multiple Views. Synchronizing the fields copies all the details of the field to the places where the field is used. For example, the Address field in a Profile table is an example of a shared field. This field is used in both the People and Organization forms. IMPORTANT: The field name, field type, size, and index are all automatically synchronized because the physical storage of the data is the same. If you change any of the attributes of a shared field you receive a message at the bottom of the Field Definition dialog box warning you that all versions of the field will be changed to match. Select the Synchronize all versions of this field check box to synchronize shared fields. 13. Click OK. Note: Unlike the New Field Wizard, the Field Definition dialog box does not prompt you to add the field to the form or grid; you must do this manually. For more information, refer to "Add Fields to Forms"and "Add Fields to Grids". Field Formats Field formats control the way information is entered into a field. The number and types of formats available depend on the field type. Some field types allow only one default format; other field types let you select a format (from those provided by HEAT) or create your own format. You can select or create formats for the following field types: Decimal - Lets you control the way decimals are entered into a field. You can control the field length, the number of decimal places, the decimal sign, and the separator. HEAT offers several decimal formats, including Currency, Money, Hours, Decimal places. Number - Lets you control the way numbers are entered into a field. Although you can always type a value into a Number field, you may prefer to have a way to quickly increment or decrement the value. A spinner is an up-down arrow control that lets you increase or decrease the value in the field by a specified increment. Text - Lets you control the way text is entered into a field. For example, you can limit the number of characters, insert special characters, convert all values to uppercase, allow letters only, etc. HEAT offers several predefined text formats, including AlphaNumeric, AlphaOnly, UpperCase, Social Security, Phone Number. IMPORTANT: The mask controls the format entry and defines the legal values for the field. For example, a mask which reads (999) requires that only numbers between 0 and 9 be entered in the field and inserts the parenthesis automatically. Note: Customer ID Formats: The CustID is a System field that uniquely identifies each customer. Because this is a System field, most of its attributes cannot be changed, including its format; however, HEAT generates a new format whenever a new Customer Type is created, allowing you to set the format for a Customer ID. The format name is based on the name of the Customer Type. For example, the People customer type is formatted by the People CustID format. By default, this format does not have a mask (the CustID field is a text field); however, you can edit the format to provide any mask you like. Administrator Guide

122 7-22 Customizing Your Database Create Field Formats You can create your own field formats for Decimal, Number, and Text field types, enabling you to control how information can be typed into the fields. Name the format so that it is easily recognizable. FrontRange Solutions recommends following the convention of naming the number field based on the increment of the spinner (for example: Spinner 5), and following the convention of naming the decimal field based on its length and the number of decimal places (for example: decimal 7,2) To Create a Field Format: 1. In the Field Type drop-down list of the Field Definition dialog box, select Decimal, Number, or Text. 2. Click the New button next to the Format field. A format dialog box opens. 3. In the Name field, type a name for the new format. 4. In the Description field, type a description for the format. 5. Add the attributes you want: Decimal formats require a decimal sign, a separator, a field length, and a number of decimal places. Number formats require a spinner value. Text formats require a mask. 6. Click OK. Working with Fields You can perform the following tasks for Fields: Add a Field to Form Add Fields to Grids Edit Fields Delete Fields Add a Field to Form You can add a field in a table to the table form using the Table Editor. When you add a field to a form, it is represented by a field control and, frequently, a label. By default, the field control is associated with the field is represents. If you created a new field using the New Field Wizard, the field may already be on the form. Since Table Types can possess their own forms, the same field can appear on multiple forms for the same table. You can also add a field control to a form in the Form Editor, which enables you to click and drag the field onto the form from a displayed field list; refer to Forms for details. To Add a Field to a Form using the Table Editor: 1. Open the table containing the field you want to add to the form. The Table Editor opens, listing the table fields. 2. Select the field you want to add to the form. HEAT

123 Fields Click the Add Field to Form button. The field is added to the form, represented by a field control and, frequently, a label, and associated with the field it represents. The Form Editor opens, so you can format the appearance of the field control on the form. Add Fields to Grids You can add any field in a table to the table grid using the Table Editor. Subset information can also be viewed in the Call Record grid. These subset fields are available in both the Call History display and the Call Record browse dialog box. If you created a new field using the New Field Wizard, the field may already be on the grid. Since Table Types can possess their own grids, the same field can appear on multiple grids for the same table. To Add a Field to a Grid: 1. Open the table containing the field you want to add to the grid. The Table Editor opens, listing the table fields. 2. Select the field you want to add to the grid. 3. Click the Add Field to Grid button. The Grid dialog box opens listing all the fields for the selected table. The field you just selected is added to the Selected Fields list, where it is marked for inclusion in the grid. To Add a Subset Field to a Call Record Grid: 1. In the Tables list of the Edit Set, select the CallLog table, then click Open Grid. The Grid interface opens. 2. In the Tables drop-down list, select Subset. 3. Select a field, then click Add. Edit Fields When field information changes, you can edit the field definition using the Table Editor. Note: System fields are marked with an asterisk and cannot be edited. To Edit a Field: 1. Open the table containing the field you want to edit. The Table Editor opens, listing the table fields. 2. Select the field you want to edit. 3. Click the Edit Field button. The Field Definition dialog box opens. 4. Make your changes. 5. Click OK. Administrator Guide

124 7-24 Customizing Your Database Delete Fields When a field is no longer needed, you can remove it from your system using the Table Editor. Note: System fields are marked with an asterisk and cannot be deleted. Forms To Delete a Field: 1. Open the table containing the field you want to delete. The Table Editor opens listing the table fields. 2. Select the field you want to delete. 3. Click the Delete Field button. Click Yes to confirm the deletion. A form is a graphical display that is used to present and capture field information. Refer to "What is a Form?" for a comprehensive definition of forms. You can create and format forms to meet the needs of your organization by determining form colors, textures, alignments, etc. You create forms using the Form Wizard, then format forms using the Form Editor. Create Forms Open Forms Add Fields to Forms Add AutoTasks to Forms Add Report Shortcuts to Forms Add Other Controls to Forms Format Form Controls Format Forms Form Wizard The Form Wizard asks a series of initial questions, then builds the form according to your answers. Questions prompt you to select a title for the form, the number of columns to display in the form, and whether or not you want a shadowed effect. After you create a form, you can use the Form Editor to format the appearance of the form. Form Editor The Form Editor assists you in designing and editing forms. The Form Editor toolbar and Attributes dialog box allow you to access tools for designing forms, such as alignment and color palette tools. The Form Editor Controls toolbox lets you add controls, which are the various fields, lines, and images on your form. When the Form Editor is open, the Administrator menu bar changes to accommodate form-specific functions. You can access table commands from this menu bar or from the Form Editor toolbar. With the Form Editor you can: Click and drag fields, AutoTasks, and Report Shortcuts onto the form. Add an image to a form. Add a line to a form. HEAT

125 Forms 7-25 Format the appearance of a control by customizing fonts, colors, textures, etc. Format the appearance of a form by customizing colors, adding background effects, aligning controls, sizing controls, layering controls. Set the tab order on a form. Open Form Editor There are three ways to open the Form Editor: With an Edit Set open, click Open Form. With a Table open (Table Editor), click the Go To Form button. With a Grid open, click the Go To Form button. Form Editor Interface In addition to the form, the Form Editor Interface consists of the: Field List panel AutoTask View panel Report View panel Form Editor Toolbar Form Editor Controls Toolbox Administrator Guide

126 7-26 Customizing Your Database Field List The Field List panel displays the list of fields associated with the Table selected in the Tables list of the Edit Set interface. With a form open, you can click and drag a field onto a form to add the control associated with that field to the form. Columns can be sorted by clicking the column header. Columns from left to right: First column - Contains a check mark if the field is already on the form; these fields cannot be added to the form again. If you click the header, the column will be sorted with fields not currently on the form listed first. Field Name - An asterisk indicates a system field; fields in grayed text cannot be added to the form. Data Type - The Field Type; determines which control will be placed on the form; for example, if the Data Type is Check, a check box control will be placed on the form when that field is dragged onto the form. Format - Field Formats vary depending on the field Data Type. Description - The field description. Flags - Any flags (tags denoting field properties) associated with that field such as Required, Close Required, or Read Only. AutoTask View A list of AutoTasks populates this panel when a form is opened. Click and drag an AutoTask onto a form to add a command button, which runs the AutoTask when clicked. Refer to the Call Logging online help topic "AutoTasks" for more information about AutoTasks. The drop-down arrow enables you to filter the list by View; that is, the audience with access to those AutoTasks. HEAT

127 Forms 7-27 Report View A list of Report Shortcuts populates this panel when a form is opened. Click and drag a report name onto a form to add a command button, which runs the report when clicked. Refer to the Call Logging online help topic "Reporting" for more information about reports. The drop-down arrow enables you to filter the list by View; that is, the audience with access to those Report Shortcuts. Form Editor Toolbar The Form Editor toolbar provides options for designing and modifying forms. To hide the toolbar, deselect View> Local Toolbar. Toolbar buttons from left to right: Align Left - Aligns the selected controls to the left-most edge of the Master Control. Align Right - Aligns the selected controls to the right-most edge of the Master Control. Align Top - Aligns the selected controls to the top-most edge of the Master Control. Align Bottom - Aligns the selected controls to the bottom-most edge of the Master Control. Horizontal Spacing - Spaces the selected controls evenly along a horizontal axis. Vertical Spacing - Spaces the selected controls evenly along a vertical axis. Adjust Width - Adjusts the width of the selected controls to the width of the Master Control. Adjust Height - Adjusts the height of the selected controls to the height of the Master Control. Adjust Width and Height - Adjusts the height and width of the selected controls to the height and width of the Master Control. Move to Top - Moves the selected control to the top layer of the form. Move to Bottom - Moves the selected control to the bottom layer of the form. Text Foreground Color - Adds a foreground color to the selected control. Text Background Color - Adds a background color to the selected control. Border Color - Adds a border color to the selected control. Hatch Pattern - Adds a hatch pattern to the selected control. Line Thickness - Controls the line thickness for the selected control. Administrator Guide

128 7-28 Customizing Your Database Font - Controls the font, font style and font size for the selected control. Text - Adds text and text alignment options to the selected control. Shadow - Adds a shadow to the selected control. Control<==>Field - Associates the selected control with a field. You only need to use this function if you do not add the field control by clicking and dragging the field from the Field List panel. Set Tab Order - Sets the order in which users will tab through fields. New Field Wizard - Launches the New Field Wizard, in which you can create new fields. Go to Table - Opens the table associated with the field. Go to Grid - Opens the grid associated with the table. Grid - Shows/hides grid markers used to align controls. Snap to grid - Forces controls to align to the grid markers. Form Editor Controls Toolbox The Form Editor Controls toolbox, a dockable toolbar, provides buttons for adding different types of controls to the form as well as buttons for selecting controls, adding lines, and adding images. Forms can contain several types of controls: Field controls - Used for displaying and entering field data. A field control consists of a physical control (either a check box, text box, date box, decimal box, time box, number box, or memo box) with a label. The Field Type of a field determines what kind of control can be used for that field. A field control must always be connected to the field it represents. Note: If you add controls by clicking and dragging fields from the Field List, the corresponding field control is automatically placed on the form; just right-click the control to edit. Other controls - Used to enhance the functionality or aesthetics of a form. These controls include free-floating labels (static text controls), group boxes, images, and lines. Command Buttons - Used to run AutoTasks and reports from the form. You can move, resize, and hide the Controls toolbox: To dock the toolbox, click and drag the toolbox to the desired location. The toolbox can be docked to the top, bottom, or either side of the Form Editor, except the side where the Field List, AutoTask View, and Report View panels are docked. To resize the toolbox, click and drag any side. To hide the toolbox, deselect View>Controls Toolbox from the menu. Toolbar buttons from left to right: Selection Tool - Selects, moves, and resizes form fields. Checkbox Tool - Adds a check box to the form. Titled Box Tool - Adds a group box to the form. Static Text Box Tool - Adds a label to the form. Text Field Tool - Adds a text box to the form. Date Field Tool - Adds a date box to the form. Decimal Field Tool - Adds a decimal box to the form. Time Field Tool - Adds a time box to the form. HEAT

129 Forms 7-29 Numeric Field Tool - Adds a number box to the form. Memo field Tool - Adds a memo box to the form. Line Drawing Tool - Adds a line to the form. Command Button Tool - Adds a command button to the form. Image Control - Adds an image (either stock or custom) to the form. Master Control Controls are moved, aligned, and sized based on a Master control. A Master control is the reference point HEAT uses to move, align, and resize a group of selected controls. For example, if you are aligning controls to the left, HEAT uses one Master control as a fixed point, and then aligns all other controls to the left edge of the Master control. You can specify a Master control two ways: When you select a group of controls, the Master control is the top or left-most control in your selected group. When you select a group of controls by pressing the Ctrl key while clicking your mouse, the Master control is the last control you select. Create Forms You create forms using the Form Wizard. The Form Wizard walks you through a series of initial questions and then builds the form according to your answers. Questions prompt you to select a title for the form, the number of columns to display in the form, and whether or not you want a shadowed effect. After you create a form, you can customize its appearance using the Form Editor. You can also add field controls and other controls (lines, command buttons, images and group boxes) to the form to enhance its usability. To Create a Form: 1. Open the table for which you want to create a form. The Table Editor opens, listing the table fields. 2. From the Administrator menu bar, select Table>Form Wizard. A series of dialog boxes opens to walk you through the process of creating a basic form. Once you have answered the questions, the Form Wizard arranges the field titles and fields on the form according to your instructions. You can then customize the look of the form by using the Form Editor. IMPORTANT: If a form already exists for the table, a dialog box opens prompting you to remove the current form definition. Open Forms All forms in your database can be accessed using the Form Editor. To Open a Form: 1. In the Tables list of the Edit Set, select the table whose form you want to open. Note: If you select a Compound table, you also need to select a Table Type from the Types list. If you have Table Views created for the table, you must also select the Table View you want to open. Administrator Guide

130 7-30 Customizing Your Database 2. Click Open Form. The Form Editor opens displaying the form. Add Fields to Forms After creating a form, you can add fields to the form so users can view or enter data. A field is displayed on the form using a field control and, frequently, a label; each field control must be associated with the field it represents. In most cases, field controls are added to forms when the field is created in the Table Editor (using the Add Field to Form button) or the New Field Wizard. The type of control that is added is determined by the Field Type of the field. For example, if you add to the form a field with the Check Field Type, a check box control is added to the form; if you add a field with the Text Field Type, a text box is added to the form. If you click and drag a field from the Field List, the corresponding form control is automatically placed on the form. To Add a Field to a Form Using the Field List: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Locate the desired field on the Field List, then click and drag the field onto the form. The appropriate control is added to the form. Note: Click the first column header in the Field List to sort the fields, displaying those without check marks first; those are the fields that are not yet on the form. Fields in gray text cannot be placed on the form. After you add the field, you can: Customize the appearance by formatting the control color, text, texture, etc. Refer to "Format Form Controls". Set the tab order of controls on the form. Refer to Set Tab Order on Forms. HEAT

131 Forms 7-31 Add a variety of other controls to the form (group boxes, images, and lines) to enhance the functionality or aesthetics of a form. Refer to "Add Other Controls to Forms" and "Add Images and Pictures to Forms". You can still add a field to a form by first adding the control to the form and then associating that control with a field. To Add a Field to a Form Using the Controls Toolbar: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. On the Form Editor Controls toolbox, select the field control you want to add to your form: Checkbox Tool - Adds a check box to the form; must be associated with a Check Field Type. Titled Box Tool - Adds a titled text box, referred to as a Group Box, to the form. Static Text Box Tool - Adds a label to the form; must be associated with a Text Field Type. A label can be free-floating or associated with a field. Text Field Tool - Adds a field to the form; must be associated with a Text Field Type. Date Field Tool - Adds a date box to the form; must be associated with a Date Field Type. Decimal Field Tool - Adds a decimal box to the form; must be associated with a Decimal Field Type. Time Field Tool - Adds a time box to the form; must be associated with a Time Field Type. Numeric Field Tool - Adds a number box to the form; must be associated with a Number Field Type. Memo field Tool - Adds a memo box to the form; must be associated with a Memo Field Type. 3. Notice your cursor carries the icon for that control. To place the field control on the form, click the form in the desired location. The control can be resized, if needed. Note: The type of control that is added is ruled by the Field Type. For example, if you select the Checkbox tool to add a check box to a form, the only fields that can be associated with that control will have a Check Field Type. 4. You now need to manually associate the control with a field. With the control selected, click the Control<==>Field button. The Connect Field dialog box opens, listing the compatible fields available.you can only connect Date fields to Date controls, Number fields to Number controls, etc. Fields that appear in gray are already connected to a control. Fields that appear in black are still unconnected. Connecting a field that is already connected breaks the existing connection. 5. Select the field you want to associate with the control, then click OK. After you add the field, you can: Customize the appearance by formatting the control color, text, texture, etc. Refer to "Format Form Controls". Set the tab order of controls on the form. Refer to Set Tab Order on Forms. Add a variety of other controls to the form (group boxes, images, and lines) to enhance the functionality or aesthetics of a form. Refer to "Add Other Controls to Forms" and "Add Images and Pictures to Forms". Administrator Guide

132 7-32 Customizing Your Database To Delete a Control from a Form: Select the control, then select Edit>Delete from the Form Editor toolbar or press Alt+Delete. Add AutoTasks to Forms You can add a command button connected to an AutoTask, so that you can run the AutoTask directly from a Call Logging form with just one click. An AutoTask is a user-defined function that allows you to group multiple actions together as a single command to accomplish the actions sequentially and automatically. For more information on AutoTasks, refer to "AutoTasks" in the Call Logging online help. You can only connect AutoTasks to command buttons appearing on the Call Log, Detail, Subset, Assignment, and Journals forms. You can do this by either clicking and dragging the AutoTasks from the AutoTask View panel, or by adding a command button, then associating that button with the desired AutoTask. To Add an AutoTask to a Form Using the AutoTask View: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Locate the desired AutoTask on the AutoTask View panel. Click the drop-down arrow to filter the AutoTask list by audience (View). 3. Click and drag the AutoTask onto the form. A command button is added to the form. After you add the command button, you can: Add an image to the button (refer to "Add Images and Pictures to Controls"). Format the appearance of the button (refer to "Dynamically Change Text Colors on Controls"). Include the button in the tab order on the form (refer to "Set Tab Order on Forms"). To Add a Command Button to a Form and Connect the AutoTask: 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. On the Form Editor toolbox, click the Command Button tool. Your cursor becomes the Command Button icon. 3. Click the form where you want to place the command button. A command button is added to your form. The command button can be resized, if needed. By default, the word COMMAND appears on the button. To remove the word COMMAND from the control, right-click the control and select Attributes. The Attributes dialog box opens. Click the Text tab, then highlight the word COMMAND and delete it. 4. You now need to manually associate the command button with the desired AutoTask. Select the command button to which you want to connect the AutoTask. 5. From the Administrator menu bar, select Control>Connect>Auto Task. The Select a Task dialog box opens. 6. Select the View containing the AutoTasks you want to display, either Team or Global. 7. In the list of Tasks, select the AutoTask you want to run when the command button is clicked. If the AutoTask you want to run is not available, you can add it by clicking the Add button. You must then set specifications for the AutoTask in the dialog boxes provided. HEAT

133 Forms 7-33 Note: Because Administrator and Call Logging share AutoTask functionality, any additions, edits, or deletions made to AutoTasks in one module appear in the other module. For this reason, you should use caution when working with AutoTasks.For more information on AutoTasks, refer to "AutoTasks" in the Call Logging online help. 8. Click Save. The AutoTask is connected to the command button. The AutoTask now runs automatically when you click the button on the form. After you add the command button, you can: Add an image to the button (refer to "Add Images and Pictures to Controls"). Format the appearance of the button (refer to "Dynamically Change Text Colors on Controls"). Include the button in the tab order on the form (refer to "Set Tab Order on Forms"). To Disconnect an AutoTask from a Command Button: Select the command button, then select Control>Connect>Disconnect. To Delete a Command Button from a Form: Select the control, then select Edit>Delete from the Form Editor toolbar or press Alt+Delete. Add Report Shortcuts to Forms You can add a command button connected to a Report Shortcut, so that you can run a report directly from a Call Logging form with just one click. Report Shortcuts are links to reports (.rpt) shipped with HEAT (Answer Wizard) or created by you. Report Shortcuts makes it easier to run frequently used reports because report settings are already established. For more information on Report Shortcuts, refer to "Reporting" in the Call Logging online help. You can only connect Report Shortcuts to command buttons appearing on the Call Log, Detail, Subset, Assignment, and Journals forms. You can do this by either clicking and dragging the Report Shortcut from the Report View panel, or by adding a command button, then associating that button with the desired Report Shortcut. To Add Report Shortcut to a Form Using the Report View: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Locate the desired Report Shortcut on the Report View panel. Click the drop-down arrow to filter the report list by audience (View). 3. Click and drag the Report Shortcut onto the form. A command button is added to the form. The command button can be resized, if needed. After you add the command button, you can: Add an image to the button (refer to "Add Images and Pictures to Controls"). Format the appearance of the button (refer to "Dynamically Change Text Colors on Controls"). Include the button in the tab order on the form (refer to "Set Tab Order on Forms"). To Add a Command Button to a Form and Connect the Report Shortcut: 1. Open the form with which you want to work. The Form Editor opens displaying your form. Administrator Guide

134 7-34 Customizing Your Database 2. On the Form Editor toolbox, click the Command Button tool. Your cursor becomes the Command Button icon. 3. Click the form where you want to place the command button. A command button is added to your form. By default, the word COMMAND appears on the button. To remove the word COMMAND from the control, right-click the control and select Attributes. The Attributes dialog box opens. Click the Text tab, then highlight the word COMMAND and delete it. 4. You now need to manually associate the command button with the desired Report Shortcut. Select the command button to which you want to connect the report. 5. From the Administrator menu bar, select Control>Connect>Report. The Select a Report Shortcut dialog box opens. 6. Select the View containing the Report Shortcuts you want to display in the Report Shortcuts list, either Team or Global. 7. In the Report Shortcuts list, select the Report Shortcut you want to run when the command button is clicked. If the Report Shortcut you want to run is not available, you can add it by clicking the Add button. You must then set specifications for the Report Shortcut on the tabs provided. Note: Because Administrator and Call Logging share reporting functionality, any additions, edits, or deletions made to Report Shortcuts in one module appear in the other module. For this reason, you should use caution when working with Report Shortcuts. For more information on Report Shortcuts, refer to "Reporting" in Call Logging online help. 8. Click Save. The Report Shortcut is connected to the command button. The report now runs automatically when you click the button on the Call Logging form. After you add a button to the form, you can: Add an image to the button (refer to "Add Images and Pictures to Controls"). Format the appearance of the button (refer to "Dynamically Change Text Colors on Controls"). Include the button in the tab order on the form (refer to "Set Tab Order on Forms"). To Disconnect a Report Shortcut from a Command Button: Select the command button, then select Control>Connect>Disconnect. To Delete a Command Button from a Form: Select the control, then select Edit>Delete from the Form Editor toolbar or press Alt+Delete. Add Other Controls to Forms In addition to adding field controls and command buttons to forms, you can: Add Group Boxes to Forms Add Lines to Forms To add images or pictures to forms, refer to "Add Images and Pictures to Forms". HEAT

135 Forms 7-35 Add Group Boxes to Forms You can add a group box (also called a titled box) to your form to organize or group other controls. To Add a Group Box to a Form: 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. On the Form Editor toolbox, click the Titled Box Tool button. Your cursor carries the titled box tool icon. 3. Click the form where you want to place the group box. A group box is added to your form. The control can be resized, if needed. By default, the words Group Box appear on the control. To remove the words Group Box from the control, right-click the control and select Attributes. The Attributes dialog box opens. Click the Text tab, then highlight the words Group Box and delete them. To delete the group box, select it, then select Edit>Delete from the Form Editor toolbar or press Alt+Delete. To format the appearance of the group box, refer to "Format Form Controls". Add Lines to Forms You can add a line to your form. To Add a Line to a Form 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. On the Form Editor toolbox, click the Line Drawing Tool. Your cursor becomes the Line icon. 3. Click the form where you want to place the line. A line is added to your form. The line can be resized, if needed. To delete the line, select it, then select Edit>Delete from the Form Editor toolbar or press Alt+Delete. To format the appearance of the line, refer to "Format Form Controls". Format Form Controls After a control is added to a form, you can format its appearance in a variety of ways, including adding colors, fonts, textures, etc. You can also: Add Images and Pictures to Controls Dynamically Change Text Colors on Controls Dynamically Change Text on Controls Formatting options available are determined by the type of control. For example, a check box does not require text so text formatting options are not available. Text and color formatting options are available for a date field. Administrator Guide

136 7-36 Customizing Your Database Control Attributes Control formatting is defined using the Attributes dialog box (right-click the control and select Attributes). The tabs displayed in the Attributes dialog box indicate the type of formatting allowed for the control. The following tabs may be available: Text - Aligns the text (left, right, or center) on controls and defines text fonts (font, style, size, effects) and colors. You can also click the Color button to define text color. For static text boxes and command buttons, you can dynamically change colors and text; refer to "Dynamically Change Text Colors on Controls" and "Dynamically Change Text on Controls" for details. For static text boxes and titled text boxes (group boxes), you can select the Print when Printing Call Ticket option. Format Drawing - Defines: Fill color - Opens a standard color palette and enables you to add custom colors. Fill Effects - Opens the Fill Effects dialog box. These settings can also be accessed by rightclicking a control and selecting Format drawing. Fill Effects are not available for command buttons, text fields, and memo fields. Transparency - The degree to which colors or objects beneath the control are visible. Blur/Sharpen - The ability to blur or sharpen controls may not be available on all platforms (such as Microsoft Windows XP). Line appearance (including line color or specifying no line, which removes the border from a control) Shadow - Defines the shadow bordering a control. For static text boxes, the label text will be shadowed; for titled text boxes (group boxes) both label text and the field border will be shadowed. Line Sizes - Defines line or field border widths. Hatch - Defines the pattern on a static text box (only available for this control type). Help Text - Defines the tool tip text that appears when the mouse is moved over the control. Image - Defines the image that appears on a command button or when placing an image on a form using the Image Control button (only available for these control types); refer to "Add Images and Pictures to Controls" and "Add Images and Pictures to Forms". Button Style - Defines the style of a command button. A command button can appear normal (3D-raised edge), flat, or as a hyperlink, or it can appear in a Windows XP style (mirroring the Display Properties Windows XP theme in the Windows Control Panel). HEAT

137 Forms 7-37 Spin Button - Defines whether or not a spinner arrow is available in the numeric field (only for this control type) and the increment value. Fill Effects Displays four tabs with background formatting options for forms and for all controls except command buttons, text fields, and memo fields: Gradient - Sets a background which is a smooth progression of colors or shades from one color or shade to another. Texture - Sets background attributes that give an illusion of a physical surface texture. Pattern - Sets background patterns such as dots, lines, stripes, etc., and sets the foreground/background colors for the pattern selected. Picture -Adds a background picture to the form or control; refer to "Add Images and Pictures to Controls" and "Add Images and Pictures to Forms" for details. To Format Controls on a Form: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Select the control you want to format. 3. Right-click and select Attributes. The Attributes dialog box opens. Note: The Format Drawing tab is available within the Attributes dialog box, but you can also access those settings by right-clicking the control and selecting Format drawing. 4. Define the formatting properties for the control using the tabs (the tabs displayed vary by control). In most cases, the formatting is applied to the control as you select the setting, but for some settings (for instance, the Color, Font, or Advanced buttons on the Text tab), you will need to click OK for the setting to take effect. For more information about settings in the Attributes dialog box, refer to "Control Attributes". Note: You can also align and size controls, move controls to layers, and set a tab order for controls. Refer to "Format Forms" for more information. Administrator Guide

138 7-38 Customizing Your Database Add Images and Pictures to Controls Images can be added to command buttons, and pictures can be added to any control except command buttons, memo fields, and static text boxes. The main difference between images and pictures in HEAT is that the picture is a background effect whereas the image is stand-alone and, often, is an icon. Images or pictures can also be added directly to a form (rather than being placed on a control). Refer to "Add Images and Pictures to Forms" for details. Images You can add images to command buttons to display your company logo or to identify a connected AutoTask or report. Images on command buttons can be displayed with or without text. You can align or center the text and the image. HEAT supports the following file types for images and pictures:.jpg,.bmp,.gif,.png,.tif, and.ico. HEAT also supports transparency (that is, if a graphic has a transparent background, colors or objects beneath it can show through the image). HEAT provides stock images for your use or you can add your own custom image. A user must possess the appropriate security right (Custom Image Import) to add custom images. Images are added using the Image tab (right-click the command button and select Attributes). You can add a live image, i.e., a dynamic image that becomes part of the record, or a static image. To Add an Image to a Command Button: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Right-click the command button to which you want to add an image and select Attributes. The Attributes dialog box opens. 3. Click the Image tab. To add a stock image, select an image from the Static image list, then click Select. Specify an alignment for the image. You can also indicate if you want the image to stretch proportionally (retaining aspect ratio) to fill the available space. To add a custom image, click the Add Custom button, then select an image from your library. The custom image is now listed in the Static image list. Click to select the image in the list, then click Select to add it to the command button. As with the stock Static image, specify an alignment and indicate if you want the image to stretch proportionally (retaining aspect ratio) to fill the available space. 4. Click OK. Pictures The picture function is a background effect, placing a picture on the control background. You can add a picture to any form control except command buttons, memo fields, and text fields. HEAT supports the following file types for images and pictures:.jpg,.bmp,.gif,.png, and.tif. A user must possess the appropriate security right (Custom Image Import) to add pictures. HEAT

139 Forms 7-39 To Add a Picture to a Control: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Either right-click the control to which you want to add an image and select Attributes, then click the Format Drawing tab, or right-click the control and select Format drawing. 3. Click the Fill Effects button, then click the Picture tab. 4. Deselect the No picture fill effects check box. 5. Click the Select Picture button, navigate to the desired picture, then click Open. The picture previews in the Picture section, with the file path displayed below it. You can also see the picture in the lower right Sample section. The Sample will change depending on the options selected below the picture. 6. Modify the picture as needed using the options below the picture and the Image Control button: Resize to background shape - Resizes the picture to the size of the control (picture may appear distorted or may be cropped). Lock aspect ratio and resize to shape - Maintains picture proportions and resizes to the control size (picture may be cropped). Retain original size and tile on background - Tiles the picture (picture may be cropped). Image Control Color properties - Automatic, Grayscale (a true black and white effect), Black & White (a reverse negative effect), or Washout (fades the picture). Brightness Contrast Reset - Resets the original Brightness and Contrast settings. 7. Click OK to close the Fill Effects dialog box. 8. Click OK. Administrator Guide

140 7-40 Customizing Your Database Dynamically Change Text Colors on Controls You can dynamically change the font color on a command button or static field (label) when a condition in another field on the form is met. For example, you can display all high priority issues in red text. To Dynamically Change the Text Color on a Control: 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. Select the control (command button or static field) whose color you want to dynamically change. 3. Right-click and select Attributes. The Attributes dialog box opens. 4. On the Text tab, click the Color button. The Text Color dialog box opens. 5. Click the Advanced Color button. The Select Advanced Colors dialog box opens. 6. In the Field drop-down list, select the field whose value will trigger the color change (for example, Priority). 7. Click Add. A value is added to the Field Value list. 8. Highlight the value, then click the value so that it becomes editable. 9. Type the value that triggers the color change (for example, high). This value must match a valid value in the field. 10. In the Color column, click the color swatch. A color palette opens. 11. Select a color for the text. 12. Click OK. HEAT

141 Forms 7-41 Dynamically Change Text on Controls You can dynamically change the text on a command button or label using the value from another text field on the same form. For example, you can create a status banner at the top of the CallLog form to display the current status of a call. To Dynamically Change the Text on a Control: 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. Select the control (command button or static field) whose text you want to dynamically change. 3. Right-click and select Attributes. The Attributes dialog box opens. 4. Click the Text tab. In the window, type the default text you want to appear on the button or label (for example, Status). This default text appears until the dynamic text is supplied. 5. Click the Advanced button. The Connect Field dialog box opens. 6. Select the field to which you want to connect the button or label (for example, CallStatus). The text from this field is used to dynamically replace the text on the selected button or label. Note: If no value is provided (that is, this field remains empty), the default text is displayed. 7. Click OK. Format Forms You can format the appearance of a form by customizing colors, aligning controls, sizing controls, and moving controls to layers. You can also set a tab order for the controls on a form; refer to "Set Tab Order on Forms". You can also add images or pictures to the form. Refer to "Add Images and Pictures to Forms". To Format Forms: 1. Open the form with which you want to work. The Form Editor opens, displaying your form. 2. To change the color of the form, right-click the form and select Format drawing. The Format Drawing dialog box opens. Selecting the Color drop-down opens the color palette. To access a variety of form design controls, click Fill Effects. 3. To align controls or labels on your form, select the items you want to align (press and hold the Ctrl key while selecting multiple controls), then select an alignment option from the Align menu or from the Form Editor toolbar. You can align controls left, right, top, bottom, vertically, and horizontally. Controls are aligned based on a Master control (refer to "Master Control" for more information). 4. To size controls, select the controls you want to size (press and hold the Ctrl key while selecting multiple controls), then select a sizing option from the Size menu or from the Form Editor toolbar. You can size a control based on height and/or width. Controls are sized based on a Master control (refer to "Master Control" for more information). To size a single control, select the control and drag the control to the desired size. 5. To move a control in front of or behind another control, select the control you want to move, then select an option from the Move menu or from the Form Editor toolbar. You can move a control to the top (front) or bottom (back) layer of the form. You can also right-click the control, and select Order>Move to front or Order>Move to back. Administrator Guide

142 7-42 Customizing Your Database Add Images and Pictures to Forms Images and pictures can be added to forms. The main difference between images and pictures in HEAT is that the picture is a background effect whereas the image is stand-alone. Images You can add images to forms to display a Static Image such as your company logo. You can also add a Live Image (dynamic) which becomes part of the record, so the image displayed changes depending on which record is opened. Examples of Live images are employee photos or equipment photos. HEAT supports the following file types for images and pictures:.jpg,.bmp,.gif,.png,.tif, and.ico. HEAT also supports transparency (that is, if a graphic has a transparent background, colors or objects beneath it can show through). HEAT provides stock images for your use or you can add your own custom image. A user must possess the appropriate security right (Custom Image Import) to add custom images. Images are added to the form using the Image Control button in the Controls toolbox. Static Image Use the Static image to add a stock image to the form or a custom image such as your company logo. You can also use a Static image as a substitute for a Live image when the Live image is not available. For example, you may want employee photos to be part of each employee record. When a photo is not yet available, a Static image will substitute and be displayed in the record until a photo can be uploaded. To Add a Static Image to a Form: 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. On the Form Editor Controls toolbox, click the Image Control tool. Your cursor becomes the Image Control icon. 3. Click to place the image control in the desired location on the form. The control can be resized, if needed. 4. Right-click the control and select Attributes. The Attributes dialog box opens. 5. Click the Image tab. To add a stock image, select an image from the Static image list, then click Select. Specify an alignment for the image. You can also indicate if you want the image to stretch proportionally (retaining aspect ratio) to fill the available space. To add a custom image such as your company logo, click the Add Custom button, then select an image from your library. The custom image is now listed in the Static image list. Click to select the image in the list, then click Select to add it to the command button. As with the stock Static image, specify an alignment and indicate if you want the image to stretch proportionally (retaining aspect ratio) to fill the available space. 6. Click OK. Note: In some cases, a transparent image may appear to have a halo around it. To reduce this halo effect, set the background color of the image to match the form color. HEAT

143 Forms 7-43 Live Image You can add a dynamic (Live) image which becomes part of the record, so the image displayed changes depending on which record is opened. Examples of dynamic images are employee photos or equipment photos. You can also use a Static image in conjunction with a Live image, to serve as a substitute for the Live image when it is not available. For example, you may want employee photos to be part of each employee record. When a photo is not yet available, a Static image will substitute and be displayed in the record until a photo can be uploaded. The Live image is uploaded (or copied and pasted) by the user when the record is created. You can specify if an uploaded image will also become an attachment to the record. The procedure below describes the steps for adding a Live image to the Profile form, enabling users to upload or paste employee photos when creating a new Customer Record. Adding a Live image to the Subset form means the photo will also display in the Subset when a new ticket is created. To Add a Live Image to a Form: 1. Begin by creating a Binary field in the Profile table for the Employee table type. In the open Edit Set, select the Profile table in the Tables list. Then select the Employee table type in the Types list. Click Open Table. The Table Editor opens. 2. In the Table Editor, click the New Field Wizard button: Type a name for the field, such as Photo. Add a Description if desired. Select the Binary Type. Click Next. Accept all subsequent defaults and continue to click Next. In the last wizard screen, click Finish. 3. Click the Edit Set tab. 4. Now add a Binary field to the Subset table which will be associated with the Profile table Binary field you just created. Select the Subset table in the Tables list. Then select the Employee table type in the Types list. Click Open Table. The Table Editor opens. 5. In the Table Editor, click the New Field Wizard button: Type a name for the field, such as Photo. Add a Description if desired. Select the Binary Type. Click Next. Click Next twice (until you see the Auto Fill wizard screen). Select the Yes, this field will use Auto fill check box. In the Depends on field, select CustID. In the Fill from field, select Photo. Click Next twice. Click Finish. 6. Next you will associate a control on both the Profile and Subset forms with the new Photos fields on the tables (the Subset so the photo displays in the Subset when a new ticket is created). In the open Edit Set, select the Profile table in the Tables list, select the Employee table type in the Types list, then click Open Form. The Form Editor opens displaying the form. Administrator Guide

144 7-44 Customizing Your Database 7. On the Form Editor toolbox, right-click the employee badge image in the upper left corner and select Attributes. The Attributes dialog box opens. Note: If that image was not on the form, you could place a Static image on the form using the Image Control tool to serve as a substitute for the photo until it is uploaded by the user. Refer to "Static Image". 8. Click the Image tab, then select the Live Image check box. 9. In the Field drop-down list, select the binary field you created. 10. Click the Advanced button to specify limitations for uploaded images. In Upload Options dialog box, you can limit the image size and image file size to optimize performance, and specify if an uploaded image will also become an attachment to the record: Maximum image dimensions - The maximum image size. The default maximum for optimal system performance is 640 x 480. Compression Level - The higher the compression level, the lower the image quality, but higher compression levels conserve space and optimize performance. The default is 50%. Maximum image file size - The maximum file size in bytes. The default maximum for optimal system performance is 1 MB (1000 KB). Allow Original as Attachment - If the image is uploaded (rather than pasted), the image will also become an attachment to the record. 11. Click OK to close the Upload Options dialog box. 12. Close the Attributes dialog box. 13. In the open Edit Set, select the Subset table in the Tables list, select the Employee table type in the Types list, then click Open Form. The Form Editor opens displaying the form. 14. Repeat steps 7 through Save and Commit the Edit Set. Your users will be able to upload or paste an employee photo when creating or editing an employee Customer Record. Pictures The picture function is a background effect, placing a picture on the background of the form. For example, a state government agency may want to display the state seal on the form background. HEAT supports the following file types for images and pictures:.jpg,.bmp,.gif,.png, and.tif. A user must possess the appropriate security right (Custom Image Import) to add pictures. To Add a Picture to the Form Background: 1. Open the form with which you want to work. The Form Editor opens, displaying the form. 2. Right-click the form and select Format drawing. 3. Click the Fill Effects button, then click the Picture tab. 4. Deselect the No picture fill effects check box. 5. Click the Select Picture button, navigate to the desired picture, then click Open. The picture previews in the Picture section, with the file path displayed below it. You can also see the picture in the lower right Sample section. The Sample will change depending on the options selected below the picture. HEAT

145 Grids 7-45 Grids 6. Modify the picture as needed using the options below the picture and the Image Control button: Clip picture to shape - Resizes the picture to the size of the form (picture may appear distorted or may be cropped). Clip picture aspect ratio - Maintains picture proportions and resizes to the form size (picture may be cropped). Keep picture original size - Tiles the picture (picture may be cropped). Image Control Color properties - Automatic, Grayscale (a true black and white effect), Black & White (a reverse negative effect), or Washout (fades the picture). Brightness Contrast Reset - Resets the original Brightness and Contrast settings. 7. Click OK to close the Fill Effects dialog box. 8. Click OK. The picture displays on the background of the form. Set Tab Order on Forms You can set a tab order for controls to specify the order in which a user proceeds through controls when the Tab key is pressed. To Set Tab Order: 1. Open the form with which you want to work. The Form Editor opens displaying your form. 2. From the Administrator menu bar, select Form>Set tab order. A small box with a number appears next to each control on the form. Click once on the control you want as your first entry (the number changes to 1), then proceed through the controls until a tab order is assigned. 3. You can test the tab order by selecting View>Test. A grid is a tabular display of multiple records from a single table. Grids are a convenient way to view summaries of multiple records in one window. Working with Grids You can perform the following tasks for Grids: Create Grids Open Grids Arrange Fields in Grids Print Grids Resize Grid Column Widths Edit Grids Removing Fields from Grids Administrator Guide

146 7-46 Customizing Your Database Create Grids You can create grids that display field information in a tabular format. To Create a Grid 1. In the Tables list of the Edit Set, select the table containing the grid you want to open. 2. Click Open Grid. The Grid interface opens, displaying only the fields defined for the selected table. 3. In the Available Fields list, select the field you want to add to the grid, then click Add, or click Add All to add all available fields to the grid. The field is moved to the Selected Fields list where it is marked to appear in the grid. Adding Subset Fields to the Call Record Grid Subset information can be viewed in the Call Record grid. These subset fields are available in both the Call History Display and the Call Record Browse windows. To Add Subset Field Information to the Call Record Grid: 1. In the Tables list of the Edit Set, select the CallLog table, then click Open Grid. The Grid interface opens. 2. In the Table drop-down list, select Subset. 3. In the Available Fields list, select a Subset field, then click Add. Note: To use this feature with View Sets, you must create the Table View for both the CallLog table and the Subset table. This is essential for the CallLog table to locate the subset field information in the Subset table. HEAT

147 Grids 7-47 Open Grids All grid definitions in your database tables can be accessed through the Table Editor. To Open a Grid: 1. In the Tables list of the Edit Set, select the table whose grid you want to open. Note: If you select a Compound table, you also need to select a Table Type from the Types list; if you have Table Views created for the table, you must also select the Table View you want to open. 2. Click Open Grid. The Grid interface opens, listing all the fields in the selected table. Fields displayed in the Available Fields list do not currently appear on the grid; fields in the Selected Fields list do appear on the grid. Arrange Fields in Grids You can arrange the order in which fields appear in a grid. To Arrange Fields in a Grid: In the Selected Fields list of the Grid dialog box, select the field you want to move, then click Move Up or Move Down. Print Grids You can print grids in your system, including the Table Editor grid in Administrator. To Print a Grid: 1. Open the table for the grid you want to print. 2. In the Table Editor, select File>Print Grid from the Administrator menu bar, or right-click and select Print. Resize Grid Column Widths HEAT lets you resize grid column widths in order to control the display of information, then retains the new settings (which can be reset to the defaults). To Resize Column Widths in a Grid: 1. Open the grid. 2. Place your cursor on the boundary (the splitter line to the right of the column title); the cursor changes to a double line with arrows on either side. 3. Drag the column to a new location. Note: To reset default column widths, select File>Reset Column Widths. Administrator Guide

148 7-48 Customizing Your Database Edit Grids You can edit grids to include new or modified information. To Edit a Grid: 1. In the Edit Set interface, click Open Grid. The Grid interface opens. 2. Make your changes. 3. Click OK. Removing Fields from Grids If a field is no longer needed in a grid, you can delete it. To Remove a Field From a Grid: In the Selected Fields list of the Grid interface, select the field you want to delete from the grid, then click Remove. Or click Remove All to remove all selected fields from the grid. HEAT

149 8 Maintaining Your Database HEAT Administrator provides several tools for managing your database files. These tools are accessed from the Administrator Dashboard (the Maintain Database section) and from the Database menu on the Administrator menu bar. Globally Replace a Value - Replaces a value in a selected database field with another value on a global (database-wide) basis. This feature is extremely useful when correcting mistakes or updating information. Import Data - Imports data into your system. This is particularly useful when sharing data between systems or for replacing a corrupt database. Export Data - Exports data from your system. This is extremely useful when sharing data between systems or for backing-up your database. Validation Constraints - Limit values in one field based on the value of another field. This pre-filtering feature is extremely useful for limiting validation choices in a field. Contact Table Associations - Configures contact table associations. Contact table associations allow you to link a Customer Type with specific profile information.

150 8-2 Maintaining Your Database Globally Replace a Value Global Replace lets you replace a value in a selected database field with another value on a global (database-wide) basis. For example, you can change the status of a Call Record from pending to suspended. WARNING: Global replacement is permanent. When you change a field using Global Replace, you cannot undo your change. Before you Globally Replace, make a backup copy of your HEAT database. To Globally Replace a Value: 1. In the Administrator Dashboard, click the Global Replace link in the Maintain Database section (or, in the Administrator main window, select Database>Global Replace from the menu bar). The Global Replace dialog box opens. 2. In the Table Name drop-down list, select the table you want to include in the global replace (the table that contains the field value you want to globally replace). Fields for the selected table appear in the Field Name list. If you select a Compound table, you must also select a Table Type in the Table Type list. To display all Table Type fields for the selected Compound table, select the Fields from all Table Types check box. 3. Select the field you want to include in the global replacement. This is the field whose value you want to replace. 4. In the To field of the Change Value section, type a new value or click Browse to locate a new value. This is the new value to be inserted. 5. In the Where text box of the Change Value section, click Boolean to open the Search dialog box and define a Boolean expression for locating the existing value. 6. Click OK. HEAT

151 Import Data 8-3 Import Data HEAT allows you to import data so information can be shared between systems. HEAT allows you to import a single table in ASCII format (.dat file), a table with data and structure (.hcf file), or an entire database (.haf file). To Import Data: 1. In the Administrator Dashboard, click the Import data into your system link in the Maintain Database section (or, in the Administrator main window, select Database>Import from the menu bar). The Open dialog box opens. 2. In the File of type drop-down list, select the kind of data file you want to import: Delimited File (.dat) - Contains only the data for a single table in delimited ASCII text format. This file is also referred to as a flat file. Control File (.hcf) - Contains a table(s) with data and structure; overwrites matching information when imported. Archive (.haf) - Contains all tables and structure in the system (an entire database); overwrites everything when imported. 3. Locate the file you want to import, then click Open. The Import dialog box opens. 4. In the To Table list, select the table(s) to which you want to import the file, then click Import. If you chose to import an archive file (.haf), you can either select the table(s) to which you want to import the data or select all the tables by selecting the Restore All Tables From Archive check box; this option automatically defaults to overwriting the existing files. 5. Select a data import option: Append - Appends existing data to include new or different information. Overwrite - Overwrites existing data. IMPORTANT: The Restore All Tables From Archive option (available for.haf files only) defaults to overwriting the existing files. Export Data HEAT allows you to export data to a file so information can be shared between systems. You can export a single table in ASCII format (.dat file), a table with data and structure (.hcf file), or an entire database (.haf file). Use the Export feature to backup your HEAT database. FrontRange Solutions strongly recommends regularly backing up your database using a.haf file. Note: The HEAT archive process does not export FLS tables to the.haf file; therefore, FLS tables must be backed up separately by exporting a.dst file from within FLS. IMPORTANT: To avoid orphaned records and/or a corrupted data file, all users must be logged off HEAT before you export data. It is recommended that you export data for backup purposes only when all users have exited HEAT modules. To Export Data: 1. In the Administrator Dashboard, click the Export data from your system link in the Maintain Database section (or, in the Administrator main window, select Database>Export from the menu bar). The Export dialog box opens. Administrator Guide

152 8-4 Maintaining Your Database 2. Begin by selecting an export file type in the As section at the bottom of the dialog box: Data File (.dat) - Contains only the data for a single table in delimited ASCII text format. If you select this option, you can select only one file from the Export Table list. Control File (.hcf) - Contains a table(s) with data and structure; overwrites matching information when imported. If you select this option, you can select multiple files by holding down the Ctrl key (or the Shift key for a range of files). Note: FrontRange Solutions strongly recommends exporting one table at a time in order to keep the database files properly organized. Archive (.haf) - Contains all tables and structure in the system (an entire database); overwrites everything when imported. The Archive format automatically selects all the tables. 3. In the Export Table list, make your selection in accordance with the option you selected in the As section. 4. In the To File field, type the location to which you want to save the file or click Browse to find a location. 5. Click Export. Validation Constraints A Validation Constraint is simply a mechanism for limiting what drop-down values are displayed in Call Logging for one control, based on the value selected in another control (these settings are also applicable for Web-based Call Logging). This process pre-filters the validation choices for the user. There is a limit of 50 Validation Constraints per database. In HEAT Administrator, you can define, change, and delete Validation Constraints using the Validation Constraint dialog box. Create Validation Constraints Validation Constraints are used to limit the choices in a validating field. Choices in one validated field are limited by the constraints of another field. For example, you can limit the choices in a Cause field by the constraints of the Call Type field. This could allow a Billing issue (for example, Call Type Billing) to display only billing causes (for example, Missing Invoice, Charged Twice, etc.). HEAT

153 Validation Constraints 8-5 To Create a Validation Constraint: 1. From the Administrator menu bar, select Database>Validation Constraints. The Validation Constraints dialog box opens, listing all defined Validation Constraints. 2. Click Add. The Define Validation Constraint dialog box opens. 3. In the Constrained field section, select the table and field you want to constrain. If you select a Compound table, you must also select a Table Type in the Type list. 4. In the Validation section, select the field that will provide the constraint. 5. In the Value section, select the table and field you want to use to automatically populate the constrained field. 6. To require that value fields be populated before constrained fields are validated, select the Require that the field providing the value is filled in before allowing the constrained field to be validated check box. 7. To guarantee the constraint, select the Enforce the constraint check box. 8. Click OK. Edit Validation Constraints If information needs to change in a Validation Constraint, you can edit it. To Edit a Validation Constraint: 1. From the Administrator menu bar, select Database>Validation Constraints. The Validation Constraints dialog box opens, listing all defined Validation Constraints. 2. Select the Validation Constraint you want to edit, then click Edit. 3. Make your changes. 4. Click OK. Administrator Guide

154 8-6 Maintaining Your Database Delete Validation Constraints When a Validation Constraint is no longer needed, you can remove it from your system. To Delete a Validation Constraint: 1. From the Administrator menu bar, select Database>Validation Constraints. The Validation Constraints dialog box opens, listing all defined Validation Constraints. 2. Select the Validation Constraint you want to delete, then click Remove. 3. Click Yes to confirm the deletion. 4. Click OK. Contact Table Associations When you support a company or a department, you may not always receive calls from the same person. For example, if you sell Accounting software, you may receive calls from the engineer who installs and maintains the software or from the accountants who use the software. HEAT addresses this situation by allowing you to have a general Profile for the company and more specific contact information for the individuals within the company. To use the Contact Table feature in Call Logging (and also in Web-based Call Logging), you must associate a Customer Type (or multiple Customer Types) with a contact table. Once a Customer Type has been associated with a contact table, the contact data appears in the Customer window in Call Logging; special validation rules apply to the Subset to make it easy to select contacts. Setting up Contact Table Associations Several steps are involved in setting up Contact Table Associations. FrontRange Solutions recommends the following steps: 1. Set up the table being used for contacts. Include a field that can be directly linked to the Profile table for the Customer Type. This is done from inside an Edit Set. 2. Create primary contact fields in the Profile table that are validated and auto-filled from the contact table. This lets you easily switch to a different primary contact. You should also add any other important fields to the Profile and auto-fill them from the Employee table. For example, you might add the phone number, address, and title fields. Note: After you associate the Employee table with the Profile table, HEAT looks at how you set up your validations and auto-fills to automatically provide special functionality in Call Logging. While in the Edit Set, it is recommended that you make the link field in the Employee table a Helpful Validation field. This makes it easier to add new customers in Call Logging. 3. Commit the Edit Set. 4. Associate the Contact Tables. HEAT

155 Contact Table Associations 8-7 Associating Contact Tables Associating Contact tables allows you to link a Customer Type with a designated Contact table. This allows you to have a general profile for a Call Record and more specific contact information for the individuals associated with the Call Record. Once a Customer Type has been associated with the contact table, the contact data appears in the Customer window in Call Logging. To Associate Contact Tables: 1. From the Administrator menu bar, select Database>Contact Table Association. 2. In the Customer Type drop-down list, select a Customer Type. 3. Select the Associate a Contact Table with this customer type check box. 4. In the Contact table drop-down list, select the contact table you want to associate with the selected Customer Type. 5. In the Profile Link Field drop-down list, select the field that is the common link between the Profile Link field and Contact Link field. 6. In the Contact Link Field drop-down list, select the field that is the common link between the Contact table and Profile table. 7. Click OK. Administrator Guide

156 8-8 Maintaining Your Database HEAT

157 9 HEAT Messaging Center The HEAT Messaging Center (HMC) provides an automated process for generating Call Records from , XML or text files, or using Web Services, enabling the service/support desk to address customer issues logged during nonstandard hours, or as a customer option in lieu of a phone call. HMC performs other functions facilitating a customer or user s work process: it updates Call Records, creates and updates Customer Records, as well as Configuration records, and lets customers perform information queries regarding their existing Call Ticket(s). If HMC fails to create or update a record, an error handler can create an incident Call Record. Use the HEAT Messaging Center to create and update Call Records, create and update Profile Records, create and update Configuration Records, and respond to inquiries. HMC also handles message errors using Error Handler.

158 9-2 HEAT Messaging Center How HEAT Messaging Center Works HEAT Messaging Center receives messages from various systems, files, and Web Service calls, then processes these messages according to a set of specified rules. This processing includes conditional creating or updating of Call Tickets, Profiles, or Configurations; answering user Ticket or Profile Information queries; and executing Error Handler for messaging errors. HEAT Messaging Center Components The HMC Console allows you to configure and administer all the components of the HEAT Messaging Center from a unified tree view, including Message Sources settings (and their corresponding accounts/folders), Messaging Rules, and Messaging Storage (and disposal) settings. The core of HMC includes Message Storage, Message Processing, and Message Routing systems. Message Storage (database) serves as a central part of message exchange between HMC components. HMC requires a Messaging database for temporary storage of messages collected by Message Sources for processing. The Messaging database must be a Microsoft SQL database. If you did not specify the HMC database during HEAT installation, you can create the database using the Create Database button on the Messaging Storage tab. HEAT

159 How HEAT Messaging Center Works 9-3 The Message Processor handles message flow, executing conditional Messaging Rules against every incoming message, resulting in newly created or updated Call Records, Profiles, Configurations, or automatically-generated reply messages sent back to the customer. The Message Routing system is responsible for proper delivery of messages from component to component. Message Sources (denoted as Listeners in the diagram) collect the messages from external providers, file systems (including XML), and Web Service calls. Message Sources working with can also communicate a reply back to the message originator. Each Messaging Center services one HEAT database. Process Overview Follow this process for adding and configuring your HEAT Messaging Center. Launch HEAT Messaging Center Console Add a HEAT Messaging Center Configure the settings on the HMC General Settings Tab, including HEAT logon information and attachment options. Configure the settings on the HEAT Messaging Center Message Disposal Settings Tab, which specify the deletion of processed and failed messages. Configure the settings on the HEAT Messaging Center Messaging Storage Tab, which specify the database and server for message storage. If you have not yet created your HMC database, you can do so by clicking the Create Database button on this tab. Configure Message Sources and add corresponding accounts/folders (also, right-click the Message Sources node to manually add a Web Services Message Source, if needed). Create Messaging Rules (on the HEAT Messaging Center Messaging Rules tab), which determine how messages are processed (the rules are created after the Message Source accounts are configured because the rules utilize information from the Message Source accounts). When all configurations are complete, click the Enable Message Processing button on the Messaging Rules tab to begin message processing. Ensure all accounts are enabled and all services are running. Launch HEAT Messaging Center Console 1. From the Start button on the Windows taskbar, select Programs>HEAT>Messaging Center. 2. The HEAT Service & Support Data Source dialog box opens. Specify the data source to use. 3. Type your User ID and Password, then click OK. The HEAT Messaging Center console opens. Add a HEAT Messaging Center 1. Right-click the HEAT Messaging node, then select Add HEAT Messaging Center 2. If you installed HMC Message Sources on a local computer, you will be prompted to add these components automatically (except for the Web Services Message Source, which must be added manually). Click Yes to automatically add locally-deployed Message Sources. 3. If you plan to build your system manually or you are configuring a remote system, in the Open Processor config file dialog box (which opens if you click No in response to the prompt), specify the location of the configuration file for the processor component of the HMC (usually found in the same folder where you deployed your HEAT system). Administrator Guide

160 9-4 HEAT Messaging Center 4. Once added, right-click the HEAT Messaging Center node to stop/start the messaging service, delete (which only deletes the registration component of the HMC), or refresh the HMC. Note: Stopping messaging rules stops message processing but does not stop the HMC from receiving messages. Configure the HEAT Messaging Center Once you have added the HEAT Messaging Center, you need to configure the settings on the HMC General Settings Tab, the Message Disposal Settings Tab, and the Messaging Storage Tab. The Message Sources (and their corresponding accounts/folders; refer to Configure Message Sources) should be configured next, before returning to the HMC Messaging Rules Tab to configure the rules that will govern message processing. HMC General Settings Tab Configure the following settings for the HEAT Messaging Center. Note: The red banner message at the top of the HMC General Settings tab indicates that all required settings have not yet been configured. This message will remain as a reminder until all configurations are complete and the Enable Message Processing button on the Messaging Rules tab is clicked (the banner turns green stating Message processing enabled. To Configure the HMC General Settings Tab: 1. Select the HEAT Messaging Center node, then click the HMC General Settings tab. 2. The Name and Computer fields autopopulate when the HMC is added, but the HMC Name can be changed, if desired. 3. Type a description for the HMC (optional). 4. In the HEAT logon Information section, click the browse button to the right of the Data Source field to select the HEAT data source. Click OK. The Login to HEAT dialog box opens. Type the HEAT User ID and Password, then click OK. HEAT

161 Configure the HEAT Messaging Center Select the Trusted Connection check box if you want the HEAT Messaging Center to connect to the HEAT database without requesting a user name and password. Note: This option is only available for data sources that support a trusted connection. 6. If you did not select the Trusted Connection check box, type the database logon credentials in the DSN User ID and Password fields. 7. The HEAT User ID and Password fields autopopulated when you logged into the HEAT Messaging Center. 8. In the Attachment Options section, do one of the following: Click the Get Paths from HEAT button to use the attachment locations specified in the System Defaults set by the administrator in the Administrator module. It is recommended that you use this option to specify the paths. Type the path to the location where you want HMC to store Call and Profile attachment files. Click the browse button next to the Path for Call Attachment files and Path for Profile Attachment files fields to select the location where you want HMC to store Call and Profile attachment files. 9. Select the Enable tracing check box to create a log file for message processing. 10. Click the Save button (above the HEAT Messaging node in the left panel tree structure). Message Disposal Settings Tab Storage of messages in the HEAT Messaging Center database is temporary: processed and failed messages will be disposed of in accordance with the settings on the Message Disposal Settings tab. It is recommended that you use the default settings. To Configure the Message Disposal Settings: 1. Select the HEAT Messaging Center node, then click the Message Disposal Settings tab. 2. In the Mark Message as Failed after field, specify the time that can elapse before considering an unsuccessfully processed message to be a failed message; the default is 24 hours. Administrator Guide

162 9-6 HEAT Messaging Center 3. To enable the deletion of stored Processed Messages, select the Delete Processed Messages after timeout check box, then specify the number hours that can elapse subsequent to message completion before the message will be deleted. 4. To enable the deletion of stored Failed Messages, select the Delete Failed Messages after timeout check box, then specify the number hours that can elapse subsequent to the message being marked as Failed before the message will be deleted. 5. Click the Save button (top left). Messaging Storage Tab The settings configured on the HMC Messaging Storage tab can be used as a template when configuring the Messaging Storage tab for each Message Source. To Configure the HMC Messaging Storage Settings: 1. Select the HEAT Messaging Center node, then click the Messaging Storage tab. The Database type field autopopulates when the HEAT Messaging Center is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Log on to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. If you have not yet created your HMC database, type a name for the database. HEAT

163 Configure the HEAT Messaging Center If you did not specify an HMC database during HEAT installation or if you have not created an HMC database, you can use the Create Database button to create it (otherwise, continue to step 8). a) In the Database name field, either type the name of the database or select it from the dropdown list. b) Click the Create Database button. If the HMC database already exists, you will be prompted to add the tables. Click Yes to confirm. If the HMC database has not yet been created, you will be prompted to create and initialize the database. Click Yes to confirm. 8. Click the Test connection button to test the database connection. 9. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays, indicating the probable cause of failure. 10. Click the Save button (top left). Configure Message Sources Configure the Message Sources and their corresponding accounts/folders. message sources: POP3, MAPI, Lotus Notes, Novell GroupWise File, XML Web Services (Web Services Message Sources need to be added manually, then configured) Note: You will need to manually add message sources if you answered No to the Add automatically question that appeared when you added the HEAT Messaging Center. You can configure multiple message sources for the various Message Sources types if the Message Sources are installed on different computers; for example if you have POP3 message sources installed on three different computers, you can add and configure three POP3 Message Sources for your HMC. You can configure multiple accounts/folders for each Message Source. To Manually Add Message Sources: 1. Right-click the Message Sources node, then select the message source you want to add (or click the Message Sources node, then select Action>Add and select the message source from the submenu). 2. If you are adding any Message Source except a Web Service Source, the Open Message Source config file dialog box opens, asking you to select the configuration file. Select the appropriate file, then click Open. If you are adding a Web Service Source, the Connect to IIS dialog box opens. Specify the computer name, then click OK. 3. The Message Source appears in the tree structure. Repeat steps 1 and 2 until all the desired message sources have been added. Once added, right-click the Message Source node to stop/start, delete, or refresh the Message Source. Configure POP3 Message Sources The POP3 Message Source (an Message Source) is a service that actively monitors the content of an box for incoming messages. Received messages are downloaded and transferred to the Heat Messaging Center. The message banner at the top of the General Settings tab indicates if an account has not yet been defined and if the account is disabled. Administrator Guide

164 9-8 HEAT Messaging Center To Configure the POP3 General Settings Tab: 1. Select the POP3 Message Source node, then click the General Settings tab. 2. The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message source (optional). 4. To add the corresponding account, click Add. The Account - New dialog box opens. 5. On the General tab in the Account - New dialog box: a) Type a name for this account. b) In the POP3 Settings section, enter the server name, user name, and password. c) Clear the Disabled check box to enable this account to process mail. d) Click OK. 6. Click the SMTP tab in the Account - New dialog box to configure settings for outgoing for this account: a) Type the SMTP server name. b) Type the address that will be used for this account. c) To require users to log in, select the Use SMTP Authentication check box, then enter the SMTP logon credentials in the User Name and Password fields. d) Clear the Disabled check box to enable outgoing mail for this account. e) Click OK. The account appears in the Accounts box on the POP3 General Settings tab. 7. Repeat steps 4 through 6 to add more POP3 accounts as needed. 8. Select the Enable tracing check box to create a log file for POP3 account processing. 9. Click the Save button. To edit an account, select the account in the Accounts box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete an account, select the account in the Accounts box, then click Remove. Click the Save button. HEAT

165 Configure the HEAT Messaging Center 9-9 To Configure the POP3 Messaging Storage Tab: 1. Click Messaging Storage tab. 2. Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: 1. The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Logon to the server section, select the Use Windows Authentication check box if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. 7. Click the Test connection button to test the database connection. 8. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. 9. Click the Save button. Configure MAPI Message Sources The MAPI Message Source (an Message Source) is a service that actively monitors the content of an box for incoming messages. Received messages are downloaded and transferred to the Heat Messaging Center. The message banner at the top of the General Settings tab indicates if an account has not yet been defined and if the account is disabled. To Configure the MAPI General Settings Tab: 1. Select the MAPI Message Source node, then click the General Settings tab. 2. The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message source (optional). 4. To add the corresponding account, click Add. The Account - New dialog box opens. 5. On the General tab in the Account - New dialog box: a) Type a name for this account. b) In the MAPI Settings section, select a Profile. Note: Recently-created profiles may not be listed. If that is the case, stop and restart the MAPI Message Source to refresh the list. Administrator Guide

166 9-10 HEAT Messaging Center c) In the Processed Mail Settings section, specify if the processed mail will be deleted or marked as read. d) Clear the Disabled check box to enable this account to process mail. e) Click OK. The account appears in the Accounts box on the MAPI General Settings tab. 6. Select the Enable tracing check box to create a log file for account processing. 7. Click the Save button. To edit an account, select the account in the Accounts box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete an account, select the account in the Accounts box, then click Remove. Click the Save button. To Configure the MAPI Messaging Storage Tab: 1. Click Messaging Storage tab. 2. Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: 1. The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Logon to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. 7. Click the Test connection button to test the database connection. 8. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. 9. Click the Save button. Configure Lotus Notes Message Sources The Lotus Notes Message Source (an Message Source) is a service that actively monitors the content of an box for incoming messages. Received messages are downloaded and transferred to the Heat Messaging Center. The message banner at the top of the General Settings tab indicates if an account has not yet been defined and if the account is disabled. To Configure the Lotus Notes General Settings Tab: 1. Select the Lotus Notes Message Source node, then click the General Settings tab. HEAT

167 Configure the HEAT Messaging Center The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message source (optional). 4. To add the corresponding account, click Add. The Account - New dialog box opens. 5. On the General tab in the Account - New dialog box: a) Type a name for this account. b) In the Lotus Notes Settings section, enter the password (the user name is populated by default). c) In the Processed Mail Settings section, specify if the processed mail will be deleted or marked as read. d) Clear the Disabled check box to enable this account to process mail. e) Click OK. The account appears in the Accounts box on the General Settings tab. 6. Select the Enable tracing check box to create a log file for account processing. 7. Click the Save button. To edit an account, select the account in the Accounts box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete an account, select the account in the Accounts box, then click Remove. Click the Save button. To Configure the Lotus Notes Messaging Storage Tab: 1. Click Messaging Storage tab. 2. Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: 1. The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Logon to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. 7. Click the Test connection button to test the database connection. 8. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. 9. Click the Save button. Administrator Guide

168 9-12 HEAT Messaging Center Configure GroupWise Message Sources The GroupWise Message Source (an Message Source) is a service that actively monitors the content of an box for incoming messages. Received messages are downloaded and transferred to the Heat Messaging Center. The message banner at the top of the General Settings tab indicates if an account has not yet been defined and if the account is disabled. To Configure the GroupWise General Settings Tab: 1. Select the Novell GroupWise Message Source node, then click the General Settings tab. 2. The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message source (optional). 4. To add the corresponding account, click Add. The Account - New dialog box opens. 5. On the General tab in the Account - New dialog box: a) Type a name for this account. b) In the GroupWise Settings section, enter the server name, user name, and password. c) In the Processed Mail Settings section, specify if the processed mail will be deleted or marked as read. d) Clear the Disabled check box to enable this account to process mail. e) Click OK. The account appears in the Accounts box on the GroupWise General Settings tab. 6. Select the Enable tracing check box to create a log file for account processing. 7. Click the Save button. To edit an account, select the account in the Accounts box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete an account, select the account in the Accounts box, then click Remove. Click the Save button. HEAT

169 Configure the HEAT Messaging Center 9-13 To Configure the GroupWise Messaging Storage Tab: 1. Click Messaging Storage tab. 2. Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: 1. The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Logon to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. 7. Click the Test connection button to test the database connection. 8. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. 9. Click the Save button. Configure File Message Sources The File Message Source is a service that monitors content of a folder or shared drive. When a new file is created or copied to this folder or shared drive, the File Message Source picks up this file and imports its contents into the Heat Messaging Center. The message banner at the top of the General Settings tab indicates if a folder has not yet been defined and if the folder is disabled. To Configure the File General Settings Tab: 1. Select the File Message Source node, then click the General Settings tab. 2. The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message source (optional). 4. To add the corresponding folder, click Add. The Folder - New dialog box opens. Administrator Guide

170 9-14 HEAT Messaging Center 5. On the General tab in the Folder - New dialog box: a) Type a name for this folder. b) In the Folder Settings section, click the browse button to either navigate to the folder location or to create a new folder. c) Select the Include Subfolders check box if you also want to have the subfolders monitored. d) In the Time to wait for file operation to complete field, specify the time HMC will wait, following the last operation performed on the file (by some other program), before attempting to upload the file. e) In the Folder for storing documents after processing section, select the Save documents check box. The other fields in this section become available. f) Click the browse button to either navigate to the folder location (in which documents will be stored after processing) or to create a new folder. g) Select the Create subfolder for each day check box to have the system create a new folder each day (to facilitate file and folder management). h) Select the Rename duplicate name check box to prevent overwriting each file as it uploads. i) Select the Use Quota management check box to set a maximum folder size or age limit, then click the browse button to specify a quota by size or age. j) In the Folder for storing documents that failed processing section, select the Save documents check box. The other fields in this section become available. k) Click the browse button to either navigate to the folder location (in which documents will be stored after processing) or to create a new folder. l) Select the Create subfolder for each day check box to have the system create a new folder each day (to facilitate file and folder management). m) Select the Rename duplicate name check box to prevent overwriting each file as it uploads. n) Select the Use Quota management check box to set a maximum folder size or age limit, then click the browse button to specify a quota by size or age. o) Clear the Disabled check box to enable this account to process mail. p) Click OK. The folder appears in the Folders box on the File General Settings tab. HEAT

171 Configure the HEAT Messaging Center Select the Enable tracing check box to create a log file for text file processing. 7. Click the Save button. To edit a folder, select the account in the Folders box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete a folder, select the account in the Folders box, then click Remove. Click the Save button. To Configure the File Messaging Storage Tab: 1. Click Messaging Storage tab. 2. Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: 1. The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Logon to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. 7. Click the Test connection button to test the database connection. 8. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. 9. Click the Save button. Configure XML Message Sources The XML Message Source is a service that monitors content of a folder or shared drive. When a new XML file is created or copied to this folder or shared drive, the XML Message Source picks up this file and imports its contents into the Heat Messaging Center. The message banner at the top of the General Settings tab indicates if a folder has not yet been defined and if the folder is disabled. To Configure the XML General Settings Tab: 1. Select the XML Message Source node, then click the General Settings tab. 2. The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message source (optional). 4. To add the corresponding folder, click Add. The Folder - New dialog box opens. Administrator Guide

172 9-16 HEAT Messaging Center 5. On the General tab in the Folder - New dialog box: a) Type a name for the folder from which HMC will process files. b) In the Folder Settings section, click the browse button to either navigate to the folder location or to create a new folder. c) Select the Include Subfolders check box if you also want to have the subfolders monitored for files to process. d) In the Time to wait for file operation to complete field, specify the time HMC will wait, following the last operation performed on the file (by some other program), before attempting to upload the file. e) In the Folder for storing documents after processing section, select the Save documents check box. The other fields in this section become available. f) Click the browse button to either navigate to the folder location (in which documents will be stored after processing) or to create a new folder. g) Select the Create subfolder for each day check box to have the system create a new folder each day (to facilitate file and folder management). h) Select the Rename duplicate name check box to prevent overwriting each file as it uploads. i) Select the Use Quota management check box to set a maximum folder size or age limit, then click the browse button to specify a quota by size or age (if quota is exceeded, oldest files will be deleted). j) In the Folder for storing documents that failed processing section, select the Save documents check box. The other fields in this section become available. k) Click the browse button to either navigate to the folder location (in which documents will be stored after processing) or to create a new folder. l) Select the Create subfolder for each day check box to have the system create a new folder each day (to facilitate file and folder management). m) Select the Rename duplicate name check box to prevent overwriting each file as it uploads. n) Select the Use Quota management check box to set a maximum folder size or age limit, then click the browse button to specify a quota by size or age. o) Clear the Disabled check box to enable this account to process mail. HEAT

173 Configure the HEAT Messaging Center 9-17 p) Click OK. 6. Click the XML tab in the Folder - New dialog box to configure how HMC will parse the XML file: a) At the top right of the XML box, click the Open XML file button to open a sample XML file; a data file structure is displayed in the XML box in the form of a tree. The file will be used as a guide for splitting apart (parse) the information in the incoming XML file, and creating several messages from the original document. You must also provide a separator to split the message and message parameters to create the message. b) To define the separator, select the appropriate node in the XML box, then click the Set Message Separator button (to the right of the Open XML file button), which populates the Message Separator field (you can edit this field by clicking Edit Message Separator button to the right of the Message Separator field). The Selected XPath and Selected Type fields also autopopulate; the Selected XPath field displaying the XPath that will be used to split the message. c) To add message parameters, click the Add Parameter button (to the right of the Set Message Separator button); the parameter appears in the Parameters box. To view the result of parsing the XML file (or edit the parameter), click the Edit Parameters button (above the Parameters box). Parameters can be deleted by clicking the red X button above the Parameters box. Note: Configuring Messaging Rules (Filter and Actions) for XML messages defines how the HMC will process messages constructed from the XML document. d) Click OK. The folder appears in the Folders box on the XML General Settings tab. 7. Select the Enable tracing check box to create a log file for text file processing. 8. Click the Save button. To edit a folder, select the account in the Folders box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete a folder, select the account in the Folders box, then click Remove. Click the Save button. To Configure the XML Messaging Storage Tab: 1. Click Messaging Storage tab. 2. Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: 1. The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). 2. In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. 3. In the Logon to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. 4. Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. 5. If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. Administrator Guide

174 9-18 HEAT Messaging Center 6. In the Database name field (which activates when the server is selected), select the database from the drop-down list. 7. Click the Test connection button to test the database connection. 8. If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. 9. Click the Save button. Add and Configure Web Service Message Sources Web Service Messaging Source is a service which is activated at the moment of the external call. This external call generates the message to be transferred to Heat Messaging Center. The message banner at the top of the General Settings tab indicates if a Web Service has not yet been defined and if the Web Service is disabled. Because Web Service Message Sources are not added automatically, you will first need to add the message source. To Add Message Sources: 1. Right-click the Message Sources node, then select the Web Service Source option (or click the Message Sources node, then select Action>Add and select the Web Service Source option from the submenu). 2. The Connect to IIS dialog box opens. Specify the computer name, then click OK. 3. The Message Source appears in the tree structure. Once added, right-click the Message Source node to stop/start, delete, or refresh the Message Source. To Configure the Web Service General Tab: Note: The Web Service Message Source cannot be created on a remote PC if.net 3.5 is not installed on that PC, and if IIS 6.0 or higher is not installed and configured on the remote PC. 1. Select the Web Services IIS Message Source node, then click the General Settings tab. 2. The Name and Computer fields autopopulate when the Message Source is created, but the name can be changed. 3. Type a description for the message service (optional). 4. To add and configure the Web Service, click Add. The Web Service - New dialog box opens. Note: To add an existing Web Service (that is, a Web Service that has already been configured), click the Add Existing button, type a name for the Web Service, then, in the Location field, browse to select a location for deploying the Web Service. HEAT

175 Configure the HEAT Messaging Center On the General tab in the Web Service - New dialog box: a) Type a name for this Web Service. b) In the Location field, browse to select the IIS directory where the Web Service will be deployed. When you specify the Location, the URL field autopopulates with a link that can be copied (click the Copy button next to the URL field) to the Clipboard to insert the URL link in an or into your browser, for example. c) Type a description of the Web Service (optional). d) In the Web Operations section, click the Add Web Operation button to create the operation that will be handled by this Web Service (you can add multiple operations, then specify the parameters for each). e) In the Parameters section, click the Add Parameter button to specify the parameters for the selected operation. Click the Edit Parameter button to make changes to the parameter. Note: The value(s) for the Web Services operation(s) will be established in the Messaging Rules. f) Select the Enable tracing check box to create a log file for Web Service message processing. g) Click OK. 6. Click the Messaging Storage tab in the Web Service - New dialog box: Click the Use Default Settings button to use the HEAT Messaging Center Message Storage settings. Then click the Save button. Otherwise: a) The Database type field autopopulates when the Message Source is added (the database must be Microsoft SQL Server 2005 or later). b) In the Server name field, select the appropriate server from the drop-down list. Note: If you don t see a server listed, click the Refresh button to update the list of servers. c) In the Logon to the server section, select the Use Windows Authentication check box, if you want to use Windows logon credentials to access the HMC storage database. Administrator Guide

176 9-20 HEAT Messaging Center d) Select the Use SQL Server Authentication check box if you want to specify the SQL Server database logon credentials. Notice when you select this option the User Name and Password fields become active. e) If you selected the Use SQL Server Authentication option, type the logon credentials for the SQL Server database in the User Name and Password fields. f) In the Database name field (which activates when the server is selected), select the database from the drop-down list. g) Click the Test connection button to test the database connection. h) If successful, the message Test connection succeeded appears. Click OK. If not successful, a message displays indicating the probable cause of failure. i) Click OK. The Web Service appears in the Web Services box on the Web Services General Settings tab. 7. Click the Save button. To edit a Web Service, select the account in the Web Services box then click Edit. Make the needed changes, then click OK. Click the Save button. To delete a Web Service, select the account in the Web Services box, then click Remove. Click the Save button. Messaging Rules Messaging Rules determine how messages are processed by the Heat Messaging Center. Each rule consists of a set of conditions (Filter) that need to be met and a set of actions. Actions include creating or updating a ticket, creating or updating a profile, creating or updating a configuration, and information queries. Adding Filters and Actions builds a flowchart that represents the sequence of message processing events that will occur for messages that meet the specified conditions. You can also add Error Handler to the message processing flowchart, to create an incident Call Record for messages the HMC fails to process due to errors. Add Filters Messaging Rule Filters define the conditions under which the rule actions execute. You can have multiple Filters within the Rules message processing flow. To Add Messaging Rule Filters 1. Right-click the Rules node and select Add>Filter (or click the Rules node, then click the Add button and select Filter). A new node appears in the Rules tree. The display changes, enabling you to set the Filter properties. HEAT

177 Configure the HEAT Messaging Center In the Name field, type a name for this Filter (the node in the Rules tree will display this name). 3. In the Schema field, select the type of messages that will be processed. Note: New schemas appear in the list when you register or create new Message Sources. 4. To set the conditions: a) Right-click <Conditions> in the Conditions box, and select Add Condition to add a condition (or click the Add button to the right of the Conditions box). The Condition dialog box opens. b) In the Source Field drop-down list, select the field from the incoming message that contains the information that will set this condition; the options listed depend on the Schema selected. Some options activate the ellipsis (...) button, which opens a dialog box requiring addition configuration. @Message.Content.Date Additional Configuration n/a n/a n/a n/a n/a Administrator Guide

178 9-22 HEAT Messaging Center Additional Configuration Click the ellipsis (...) button to open the address field processing options dialog box to select the function to apply when retrieving multiple fields: In the Field from address options section, you can choose to use the address or to extract only a portion of the address. If you choose the latter, In the drop-down list, select the part of the address to be extracted. Click the ellipsis (...) button to open the address field processing options dialog box to select the function to apply when retrieving multiple fields: In the Field from address options section, you can choose to use the address in its original format or you can extract only a portion of the address. If you choose the latter, In the drop-down list, select the part of the address to be extracted. In the How to process multiple addresses section, select the function to apply when retrieving multiple fields: Use address at position = Specify the position: First - Select the first field; Last - Select the last field; or Custom - Select the field in the position specified (then specify the position). Join all addresses with separator = Join the fields with a semi-colon (;) as separator; or specify the desired separator. Click the ellipsis (...) button to open the address field processing options dialog box to select the function to apply when retrieving multiple fields: In the Field from address options section, you can choose to use the address in its original format or you can extract only a portion of the address. If you choose the latter, In the drop-down list, select the part of the address to be extracted. In the How to process multiple addresses section, select the function to apply when retrieving multiple fields: Use address at position = Specify the position: First - Select the first field; Last - Select the last field; or Custom - Select the field in the position specified (then specify the position). Join all addresses with separator = Join the fields with a semi-colon (;) as separator; or specify the desired separator. Click the ellipsis (...) button to open the address field processing options dialog box to select the function to apply when retrieving multiple fields: In the Field from address options section, you can choose to use the address in its original format or you can extract only a portion of the address. If you choose the latter, In the drop-down list, select the part of the address to be extracted. In the How to process multiple addresses section, select the function to apply when retrieving multiple fields: Use address at position = Specify the position: First - Select the first field; Last - Select the last field; or Custom - Select the field in the position specified (then specify the position). Join all addresses with separator = Join the fields with a semi-colon (;) as separator; or specify the desired separator. n/a n/a HEAT

179 Configure the HEAT Messaging Center From. Additional Configuration Click the ellipsis (...) button to open the Field from Body dialog box. Specify the field name, then select the field type. If you select a String field type, the Search Method field becomes active, enabling you to specify how to interpret the field value: Number - Any digits after the field qualifier, optionally separated with white space. Clause - Any symbols after the field qualifier until reaching a period, question-mark or exclamation mark, including that character. New lines do not stop the search. Line - Any symbols after the field qualifier until the end of line is reached. Whole Text - All text after the field qualifier. - Enables retrieving an address (such as [email protected]) from text. Word - Any alphanumeric symbols or one of the or, - (hyphen). In the Delimiters section, you can specify custom separators (for example, a word, such as is) to separate the field name from the field content. The default symbols HMC uses are colon (:), hyphen (-), a space, or an equal sign (=). Example: If the Subject line is RE: , HMC can parse the number and match it to the CallID, enabling the call record to be updated. Click the ellipsis (...) button to open the Field from Subject dialog box: Search method - Defines the search parameter: HMC can search for a Number, an address, Text, or Whole Text (all text). Position - In the case of multiple values, specify First position, Last position, Custom (specify a position), or provide a keyword (type it in the Keyword field). Keyword - If By keyword was selected in the Position field, type the keyword to search by. Value delimiters - If Text was selected as the Search method, specify how HMC will recognize the text to be extracted: Spaces (all text between spaces), Pipes (text separated by the symbol), Brackets or Double Quotes: Brackets (all text between any bracket symbol [ ], { }, < >, ( )) or Double Quotes (all text between double quotation marks), or define a Custom separator. Remove subject prefixes - Select this check box to remove (and therefore, disregard) prefixes such as RE, FWD, etc. Prefixes - Click this button to edit the list of prefixes to be removed. n/a n/a n/a n/a n/a n/a n/a n/a Administrator Guide

180 9-24 HEAT Messaging Center Source SendTo. Additional Configuration n/a Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. HEAT

181 Configure the HEAT Messaging Center 9-25 Source Subject Additional Configuration Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. n/a n/a Click the ellipsis (...) button to open the Multiple field options dialog box to select the function to apply when retrieving multiple fields: Concatenate - Joins the fields without a separator. First - Selects the first field. Last - Selects the last field. Position - Selects the field in the position specified (then specify the position). Join - Joins the fields with a semi-colon (;) as separator. Exists - Selects the field that exists. c) After specifying the source field, in the Operator field, select the select a logical operator that defines the relationship between the selected source field and its contents (the operators listed depend on the source field selected). Administrator Guide

182 9-26 HEAT Messaging Center d) In the Value field, type or select the desired value. e) Click OK. The new condition appears as an expression in the Conditions box. 5. The Add Group functionality enables you to group conditions in a logical way, if needed. To add a group of conditions, right-click <Conditions> in the Conditions box, select Add Group, then select the logical operator (or click the Add Group button, which opens the Group operator dialog box, enabling you to select the logical operator). Click the logical operator, then click the Add button to add the condition(s) for the group. 6. Once you have added the conditions for this Filter, refer to the "Add Actions" procedure below to add actions for this Filter. Add Actions Specify the Messaging Rule Actions you want the HMC to execute when the Filter conditions are met, creating a process flow the HMC will follow when processing messages that meet the specified conditions. You can add the following actions: To Add a Create Ticket Action To Add an Update Ticket Action To Add a Create Profile Action To Add an Update Profile Action To Add a Create Configuration Action To Add an Update Configuration Action To Add an Information Query - Profile Information Query To Add an Information Query - Ticket Information Query To Add an Error Handler HEAT

183 Configure the HEAT Messaging Center 9-27 To Add a Create Ticket Action 1. Right-click the Filter node for which you want to create actions, then select Add>Add Action and select Create Ticket (or click the Rules node, then click the Add button and select Add Action>Create Ticket). A new node appears in the Rules tree. The display changes, enabling you to set the Create Ticket properties. 2. In the Name field, type a name for this action (the node in the Rules tree will display this name). 3. In the Defaults section, in the Customer Type drop-down list, select a Customer Type. 4. In the Call Type drop-down box, select a Call Type. 5. In the Profile Link section, select Enable Subset fill from Profile to direct the HMC to autofill the Subset information when the designated source field in the incoming message matches a field in the Profile or Contacts table. Click the More button to add sets of search criteria for the profile record search, specifying which fields (in which table) to search for and which message fields to use as the source. 6. The Profile Links dialog box opens. For each set of search criteria you create, you can specify one or more conditions. HMC searches for the profile using the first set of criteria. If no record is found or if multiple records are found, HMC goes to the second set of criteria to search for the profile record. When only one record is found, the search stops and that profile record is used to autofill the Subset. To add the search criteria and the conditions for each set of criteria: a) Click Add then select Profile or Contacts; the Profile Link or Contact Link dialog box opens. b) Click Add; the Profile or Contact dialog box opens. c) In the Profile Field or Contact Field drop-down list, select the Profile or Contacts field for which HMC will search. d) In the Source Field drop-down list, select the field from the incoming message in which HMC will search for the Profile or Contact field information. Refer to "To Add Messaging Rule Filters" for source field configurations. e) Click OK. A condition for the first set of search criteria has been added. Add additional conditions if needed by repeating steps 6c and 6d. f) Click OK. The first set of criteria has been created. g) Repeat steps 6a through 6f to create another set of criteria to search by if the first search results in no or multiple records found. h) When all criteria has been created, you can change the search order in the Profile Links dialog box by selecting the set of criteria and clicking the Up or Down button. i) Click OK. The search criteria are listed in the Find profile record by box. 7. In the Call Record Fields section, click the appropriate table tab to display the list of fields for that table. 8. In the list of fields, select the fields you want to populate when the record is created. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Administrator Guide

184 9-28 HEAT Messaging Center Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. 9. Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 10. To send an notification to confirmation that the record was created or advise that HMC failed to create the record, select the Send confirmation via check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. 11. On the Success Notification tab (indicating the record was created): a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 12. Click the Failure Notification tab (indicating the record was not created) to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 11a through 11d. 13. Click OK to return to the Create Ticket window. 14. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 15. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 16. Click the Save button. HEAT

185 Configure the HEAT Messaging Center 9-29 To Add an Update Ticket Action 1. Right-click the Filter node for which you want to create actions, then select Add>Add Action and select Update Ticket (or click the Rules node, then click the Add button and select Add Action>Update Ticket). A new node appears in the Rules tree. The display changes, enabling you to set the Create Ticket properties. 2. In the Name field, type a name for this action (the node in the Rules tree will display this name). 3. In the check boxes below the Name field, select the options that determine how the HMC will respond if the record to update cannot be found or if the record is closed. 4. In the Defaults section, in the Customer Type drop-down list, select a Customer Type. 5. In the Call Type drop-down box, select a Call Type. 6. In the Profile Link section, select Enable Subset fill from Profile to direct the HMC to autofill the Subset information when the designated source field in the incoming message matches a field in the Profile or Contacts table. Click the More button to add sets of search criteria for the profile record search, specifying which fields (in which table) to search for and which message fields to use as the source. 7. The Profile Links dialog box opens. For each set of search criteria you create, you can specify one or more conditions. HMC searches for the profile using the first set of criteria. If no record is found or if multiple records are found, HMC goes to the second set of criteria to search for the profile record. When only one record is found, the search stops and that profile record is used to autofill the Subset. To add the search criteria and the conditions for each set of criteria: a) Click Add then select Profile or Contacts; the Profile Link or Contact Link dialog box opens. b) Click Add; the Profile or Contact dialog box opens. c) In the Profile Field or Contact Field drop-down list, select the Profile or Contacts field for which HMC will search. d) In the Source Field drop-down list, select the field from the incoming message in which HMC will search for the Profile or Contact field information. Refer to "To Add Messaging Rule Filters" for source field configurations. e) Click OK. A condition for the first set of search criteria has been added. Add additional conditions if needed by repeating steps 7c and 7d. f) Click OK. The first set of criteria has been created. g) Repeat steps 7a through 7f to create another set of criteria to search by if the first search results in no or multiple records found. h) When all criteria has been created, you can change the search order in the Profile Links dialog box by selecting the set of criteria and clicking the Up or Down button. i) Click OK. The search criteria are listed in the Find profile record by box. 8. In the Call Record Fields section, click the appropriate table tab to display the list of fields for that table. 9. In the list of fields, select the fields you want to populate when the record is updated. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Administrator Guide

186 9-30 HEAT Messaging Center Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. 10. Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 11. To send an confirmation that the record was updated or advise that HMC failed to update the record, select the Send confirmation via check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. 12. On the Success Notification tab (indicating the record was updated): a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 13. Click the Failure Notification tab (indicating the record was not updated) to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 12a through 12d. 14. Click OK to return to the Update Ticket window. 15. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 16. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 17. Click the Save button. HEAT

187 Configure the HEAT Messaging Center 9-31 To Add a Create Profile Action 1. Right-click the Filter node for which you want to create actions, then select Add>Add Action and select Create Profile (or click the Rules node, then click the Add button and select Add Action>Create Profile). A new node appears in the Rules tree. The display changes, enabling you to set the Create Ticket properties. 2. In the Name field, type a name for this action (the node in the Rules tree will display this name). 3. In the Defaults section, select a Profile Type from the drop-down list. 4. In the Profile Fields section, the Profile table has already been selected. 5. In the list of fields, select the fields you want to populate when the record is created. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. 6. Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 7. To send an confirmation that the record was created or advise that HMC failed to create the record, select the Send confirmation via check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. 8. On the Success Notification tab (indicating the record was created): a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . Administrator Guide

188 9-32 HEAT Messaging Center c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 9. Click the Failure Notification tab (indicating the record was not created) to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 8a through 8d. 10. Click OK to return to the Create Profile window. 11. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 12. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 13. Click the Save button. To Add an Update Profile Action 1. Right-click the Filter node for which you want to create actions, then select Add>Add Action and select Update Profile (or click the Rules node, then click the Add button and select Add Action>Update Profile). A new node appears in the Rules tree. The display changes, enabling you to set the Create Ticket properties. 2. In the Name field, type a name for this action (the node in the Rules tree will display this name). 3. In the Defaults section, select a Profile Type from the drop-down list. 4. In the Profile Fields section, the Profile table has already been selected. 5. In the list of fields, select the fields you want to populate when the record is updated. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. HEAT

189 Configure the HEAT Messaging Center Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 7. To send an confirmation that the record was updated or advise that HMC failed to update the record, select the Send confirmation via check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. 8. On the Success Notification tab (indicating the record was updated): a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 9. Click the Failure Notification tab (indicating the record was not updated) to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 8a through 8d. 10. Click OK to return to the Update Profile window. 11. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 12. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 13. Click the Save button. To Add a Create Configuration Action 1. Right-click the Filter node for which you want to create actions, then select Add>Add Action and select Create Configuration (or click the Rules node, then click the Add button and select Add Action>Create Configuration). A new node appears in the Rules tree. The display changes, enabling you to set the Create Ticket properties. 2. In the Name field, type a name for this action (the node in the Rules tree will display this name). 3. In the Defaults section, the Configuration Type drop-down list, select a Configuration Type. Administrator Guide

190 9-34 HEAT Messaging Center 4. In the Customer Type drop-down box, select a Customer Type. 5. In the Call Record Fields section, in the Configuration table has already been selected. 6. In the list of fields, select the fields you want to populate when the record is created. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. 7. Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 8. To send an confirmation that the record was created, select the Send confirmation via e- mail check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. 9. On the Success Notification tab (indicating the record was created): a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. HEAT

191 Configure the HEAT Messaging Center Click the Failure Notification tab (indicating the record was not created) to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 9a through 9d. 11. Click OK to return to the Create Configuration window. 12. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 13. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 14. Click the Save button. To Add an Update Configuration Action 1. Right-click the Filter node for which you want to create actions, then select Add>Add Action and select Update Configuration (or click the Rules node, then click the Add button and select Add Action>Update Configuration). A new node appears in the Rules tree. The display changes, enabling you to set the Create Ticket properties. 2. In the Name field, type a name for this action (the node in the Rules tree will display this name). 3. In the Defaults section, the Configuration Type drop-down list, select a Configuration Type. 4. In the Customer Type drop-down box, select a Customer Type. 5. In the Call Record Fields section, in the Configuration table has already been selected. 6. In the list of fields, select the fields you want to populate when the record is updated. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. 7. Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 8. To send an confirmation that the record was updated or advise that HMC failed to update the record, select the Send confirmation via check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. Administrator Guide

192 9-36 HEAT Messaging Center 9. On the Success Notification tab (indicating the record was updated): a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 10. Click the Failure Notification tab (indicating the record was not updated) to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 9a through 9d. 11. Click OK to return to the Update Configuration window. 12. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 13. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 14. Click the Save button. To Add an Information Query - Profile Information Query 1. Right-click the Filter node and select Add>Add Action>Information Query>Profile Information Query (or click the Filters node, then click the Add button and select Add Action>Information Query>Profile Information Query). A Profile Information Query node appears in the Rules tree. The display changes, enabling you to set the Profile Information Query properties. 2. In the Name field, type a name for this query (the node in the Rules tree will display this name). 3. In the Request section, select the Customer Type, then select the Field containing CustID. 4. Select the Only send info on non-closed calls check box to respond to queries only if the Call Record is not in Closed status. 5. In the Message Handler section: a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. HEAT

193 Configure the HEAT Messaging Center 9-37 b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation You can also edit the message Subject, Header, Content, and Footer. In any of these fields, you can right-click to insert: a source field, a HEAT field, a function, or an expanded function. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). 7. To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 8. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 9. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 10. Click the Save button. To Add an Information Query - Ticket Information Query 1. Right-click the Filter node and select Add>Add Action>Information Query>Ticket Information Query (or click the Filters node, then click the Add button and select Add Action>Information Query>Ticket Information Query). A Ticket Information Query node appears in the Rules tree. The display changes, enabling you to set the Ticket Information Query properties. 2. In the Name field, type a name for this query (the node in the Rules tree will display this name). 3. In the Request section, select the Field containing CustID. 4. In the Message Handler section: a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation You can also edit the message Subject, Header, Content, and Footer. In any of these fields, you can right-click to insert: a source field, a HEAT field, a function, or an expanded function. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). Administrator Guide

194 9-38 HEAT Messaging Center 6. To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 7. If you want HMC to stop processing the message when this action is successfully executed, select the Stop current message processing check box. 8. If you want HMC to continue to the next action if this action cannot be successfully processed, select the Continue the execution of other actions if this action fails check box. 9. Click the Save button. To Add an Error Handler 1. Right-click the Rules node and select Add>Add Error Handler (or click the Rules node, then click the Add button and select Add Error Handler). An Error Handler node appears in the Rules tree. The display changes, enabling you to set the error handler properties. 2. In the Name field, type a name for this error handler (the node in the Rules tree will display this name). 3. In the Defaults section, in the Customer Type drop-down list, select a Customer Type. 4. In the Call Type drop-down box, select a Call Type. 5. In the Profile Link section, select Enable Subset fill from Profile to direct the HMC to autofill the Subset information when the designated source field in the incoming message matches a field in the Profile or Contacts table. Click the More button to add sets of search criteria for the profile record search, specifying which fields (in which table) to search for and which message fields to use as the source. 6. The Profile Links dialog box opens. For each set of search criteria you create, you can specify one or more conditions. HMC searches for the profile using the first set of criteria. If no record is found or if multiple records are found, HMC goes to the second set of criteria to search for the profile record. When only one record is found, the search stops and that profile record is used to autofill the Subset. To add the search criteria and the conditions for each set of criteria: a) Click Add then select Profile or Contacts; the Profile Link or Contact Link dialog box opens. b) Click Add; the Profile or Contact dialog box opens. c) In the Profile Field or Contact Field drop-down list, select the Profile or Contacts field for which HMC will search. d) In the Source Field drop-down list, select the field from the incoming message in which HMC will search for the Profile or Contact field information. Refer to "To Add Messaging Rule Filters" for source field configurations. e) Click OK. A condition for the first set of search criteria has been added. Add additional conditions if needed by repeating steps 6c and 6d. f) Click OK. The first set of criteria has been created. g) Repeat steps 6a through 6f to create another set of criteria to search by if the first search results in no or multiple records found. h) When all criteria has been created, you can change the search order in the Profile Links dialog box by selecting the set of criteria and clicking the Up or Down button. i) Click OK. The search criteria are listed in the Find profile record by box. HEAT

195 Configure the HEAT Messaging Center In the Call Record Fields section, click the appropriate table tab to display the list of fields for that table. 8. In the list of fields, select the fields you want to populate when the record is created. Doubleclick a field to provide a value, or highlight the field and click Edit. The Edit Data Source dialog box opens, in which you can: Specify a source field (from the message) and indicate that the destination field should not be updated if the source field is invalid, empty, or not found. Refer to "To Add Messaging Rule Filters", step 4b, for source field configurations. Specify an exact value for the field (a validation dialog box opens). Specify a HEAT expression, such as a field or function. Create an extended (expanded) expression using HEAT functions. Specify overwrite options (if applicable). The Overwrite column indicates whether or not you want to overwrite, append, or insert data in front of any data that may already be in the field. Select Yes to overwrite existing values; select No to write values in blank fields. Only memo field types (such as CallDesc) allow the Append and Insert Before options. All required fields (identified by a lightning bolt icon) must be defined. 9. Click Check. The HMC verifies you assigned values to required fields. If no errors are found, a dialog box opens to confirm. If a problem exists, a dialog box opens indicating an invalid entry exists; review the values in the Data Value list to ensure you assigned valid values to all required fields. Note: Highlight a field and click the Clear button to clear the Data Value and Overwrite settings. 10. To send an confirmation that the record was created, select the Send confirmation via e- mail check box, then click Configure to configure the . The Define Confirmation Message dialog box opens. 11. On the Success Notification tab: a) Select the appropriate check box to add a blind cc (Bcc Field check box), indicate who the confirmation is from (From Field check box), and specify the address for replies (Reply to Field check box); then select the appropriate Message Source account and address in each field, or select the Back to sender Account option and configure the address as needed. b) Click the options button to specify priority, impose delivery date restrictions, and request notification of delivery success or failure of the confirmation . c) You can also edit the Subject and Content. For the message content, the HTML formatting options in the formatting toolbar enable you to: modify font, font size, font style, font color; add highlight color; align left, center, right, or justify; add numbering or bullets; and decrease or increase indent. You can also add a hyperlink (highlight the text and click the Hyperlink button) or add a picture to the message (click the Image button). If you add a picture, you can specify you can specify Alternate Text (which appears when pictures are loading or are missing), alignment, spacing around the picture, and add a border (specify point size). d) To add attachments, click the Attach button to locate and attach one or more files (press and hold the Ctrl key while selecting multiple files). The attached file names appear in the field adjacent to the Attach button. Move your cursor over the file name link to see the file path. Click the file name link and select Delete to remove the attachment. 12. Click the Failure Notification tab to change any settings for that . The settings are the same as for the Success Notification ; refer to steps 11a through 11d. Administrator Guide

196 9-40 HEAT Messaging Center 13. Click OK to return to the Error Handling window. 14. Click the Save button. Change the Order of Filters and Actions You can change the order of the Actions and the Filters in the Rules tree using the Move Up and Move Down buttons (Error Handler nodes cannot be repositioned). You can only change the order among siblings; i.e., Actions/Filters at the same level in the Source Field Examples Spaces When the Spaces value delimiter is used with a keyword, HMC finds all text following the keyword up to the next space, regardless of: the number of spaces are between the keyword and the text whether or not any spaces follow the text Examples (_ denotes a space) given that the keyword is city and the value text is Denver: city _ Denver_ = HMC will find the value Denver city_denver= HMC will find the value Denver city_denver_ = HMC will find the value Denver Pipes When the Pipes value delimiter is used with a keyword, HMC finds text separated by the symbol. When used with a keyword, one of the following occurs: HMC finds all text between the keyword and the first pipe after the keyword. If the pipe directly precedes the keyword (or there are one or more spaces between the pipe and keyword), HMC finds all text after the keyword, up to the end of the sentence or to the next pipe. Examples (_ denotes a space) given the keyword is city and the value text is Denver. city_denver Colorado = HMC will find the value Denver _ city_denver Colorado = HMC will find the value Denver _city_denver Colorado = HMC will find the value Denver _ My_city_Denver_is_great = HMC will return no value because of a word (My) preceding the keyword Brackets or Double Quotes When the Brackets value delimiter is used with a keyword, HMC finds all text between any bracket symbol: [ ], { }, <>, (). When the Double Quotes value delimiter is used with a keyword, HMC finds all text between double quotation marks. HMC ignores: any spaces or lack of spaces between the keyword and the first bracket any non-word characters between the keyword and the first bracket Examples (_ denotes a space) given that the keyword is city, the actual value is Denver, the delimiter is ( ): city(denver) = HMC will find the value Denver city_(denver) = HMC will find the value Denver HEAT

197 Configure the HEAT Messaging Center 9-41 city:_(denver) = HMC will find the value Denver city_(denver_is_great) = HMC will find the value Denver is great _(city_is_denver) = HMC will find the value is Denver _(city_=_denver) = HMC will find the value = Denver; HMC does not ignore this non-word character because it is within the brackets between the keyword and the value text city_is_(denver) = HMC will return no value because of a word (is) between the keyword and the first bracket _(Mary s_city_is_denver) = HMC will return no value because the keyword must be the first word within the brackets Enable Message Processing When all HMC configurations have been completed, click the Enable Message Processing button at the top of the Messaging Rules tab to begin message processing. Click Yes to confirm, then click OK for the message indicating message processing is enabled. The text on the button changes to Disable Message Processing. Administrator Guide

198 9-42 HEAT Messaging Center HEAT

199 10 HEAT Survey HEAT Survey provides the means to easily measure customer satisfaction through the use of customer surveys. Surveys are published via the web, and distributed using capabilities. Survey results are viewed in the Report function of HEAT Call Logging. Three types of surveys can be created: Post-Transaction - This survey type is event-driven, enabling you to send a survey triggered by the conclusion of a specified event, such as after every 5th call received. The sending of post-transaction surveys is automated, configured in a rule created in the Business Rule Editor. On-Demand - This survey type is used to survey the entire customer base (or some specified segment of customers) on a periodic basis, generally quarterly or biannually. The survey is sent using a Send a Message AutoTask. Periodic - The same parameters as the On-Demand survey, however, unlike the On-Demand survey, which can only be submitted once, the Periodic survey can be completed and submitted multiple times by the respondent. Process Overview Follow this process for creating and sending surveys, then viewing the survey results: Configuration - System configuration settings related to survey access and type of database. Create a Survey - Configure the survey properties (including type, style, messages, etc.) and add survey questions. Send Surveys - Configure the Business rule used to send Post-Transaction surveys and the AutoTask used to send On-Demand surveys. Working with Surveys - Copy, edit, delete, export, and import a survey. View Survey Status - View a list of all surveys and survey information, such as survey type, expiration date, etc. View Survey Results - Use the Call Logging Report function to view survey Crystal reports.

200 10-2 HEAT Survey Configuration On the Survey List page, click the system configuration link at the top of the page. In the General section: Public Host Name - The Survey web server name, embedded in the URL link that enables the survey recipient to access the survey. Path to Survey - The web server path where Survey is installed (this is also embedded in the URL link that enables the survey recipient to access the survey). In the Database section: Database Provider - Select the appropriate database type: MSSQL or Oracle For MSSQL databases: In the DB Name field, type the database name; in the DB Machine Name field, type the database computer name. For Oracle databases: In the Oracle TNS name field, type the name of the Oracle TNS. User Name and Password - Type the database user name and password. After configuring the settings, you must click the Test Connection button to confirm the database settings. You will either see a success message or an error message indicating the problem. Note: If you saved an invalid configuration or lost the database connection, you must open IIS 6.0 to edit the configuration settings: with IIS open, click Web Sites, then right-click Survey, select Properties, click the ASP.NET tab, then click the Edit Configuration button. When the test connection is successful, click the Save button. Create a Survey 1. Click the Create a new survey link. 2. On the Create Survey page: Survey title - Type a name for the survey. This name will display as a header on each page of the survey. Survey type: on-demand post-transaction periodic Logo (URL) - Use this field to display your company logo on the survey by inserting the logo local web server path or public URL. (examples: local Survey web server path =../templates/ images/logo.png or public URL = logo-small.gif) Style - Select the color style you would like to apply to the survey. Note: If you want to use a style sheet you created, store the.css file at: C:\Program Files\HEAT\WebSurvey\templates\styles\schemas. The file name (without the extension) appears as a Style name in the Style drop-down list. Description - Type a description (optional) for the survey, which will appear as a tool tip when you move your mouse over a survey title on the Survey List page. Welcome message - Type a message that will display on the Welcome page of the survey. HEAT

201 Create a Survey 10-3 Thank you message - Type a message that will display when the survey is submitted. Note: If the respondent tries to resubmit a Post-Transaction or On-Demand survey, the Thank you message will display as a reminder that the survey was already submitted. Suspend message - If you need to suspend a survey for any reason, type the message that will display, explaining that the survey has been suspended. Expired on - Type an expiration date or click the calendar icon to the right of the field to select an expiration date; if the respondent tries to submit the survey on or after the expiration date, the expiration message will display. Expiration message - Type a message that will display if the respondent attempts to submit a survey on or after the expiration date. 3. Click Save. 4. Click the Add question link. In the Question Options drop-down list, select the question format: text - The respondent can enter a short, one-line answer. essay - The respondent can enter a long answer; this is essentially a comments field. radio button - The respondent can only select a single answer from a set of answers displayed as radio buttons. check box - The respondent can select multiple answers, displayed as check boxes. Type the question in the Question field. Select the Answer required check box to prevent the respondent from skipping the question. For the check box and radio button options, type the response options in the Answers text box. Each line in the answer box represents an answer option, so press Enter to start a new line for each response. Select the Last answer contains text box check box to provide a short answer field as a final response option (for example, an Other option). Click Save. Repeat the above steps to add as many questions as needed. 5. Click Preview to view the survey. The navigator at the top left of the page provides links enabling you to: View the welcome message View the various survey pages View the thank you message Return to the survey editor 6. To retrieve the URL that you will use in the Business Process Rule or AutoTask to send the survey, return to the survey editor and click the survey properties link. You will be pasting this URL into the Business Process Rule used to send Post-Transaction surveys or the Send a Message AutoTask used to send On-Demand surveys. You first need to edit the red text portion of the link: &customer_id=xxxxxxx (on-demand or periodic survey) or &call_id=xxxxxxx (posttransaction survey) - The value to insert in place of the x s should be the specific customer ID or call ID. 7. Copy the URL in the Survey public URL field. Administrator Guide

202 10-4 HEAT Survey Send Surveys Configure a Business Rule for Post-Transaction Surveys Once a post-transaction survey has been created, the next step is to configure a rule in Business Rule Editor to send out the survey. Note: The HEAT Survey module supports multiple post-transaction surveys, allowing BPAM to send different surveys based on specific criteria. Before creating the rule, create a Call Group in HEAT Call Logging that contains the criteria which will trigger the sending of a survey. For example, you can configure a rule to send a survey when the Call Record ID ends in 3 or 7 and the record has been closed within the past 7 days. The Expression Text in the Call Group would be: {CallLog.CallID} like '%3' OR {CallLog.CallID} like '%7' AND {CallLog.ClosedDate} 0, 0, -7) For more information about creating Call Groups, refer to "Create Customer Groups Using Boolean Expressions" in the Call Logging online help. 1. In Call Logging, create a Call Group that contains the condition for which Call Records will trigger the sending of a survey. 2. To create the rule, open HEAT Business Rule Editor (Start>Programs>HEAT>Business Rule Editor). 3. Click the Add Rule button. 4. Under Templates for Call Ticket rules, click the When a ticket is closed option. 5. Click Next. 6. In the For what calls should this rule apply section, the All records in a Call Group is already selected. To select the Call Group you created in step 1, click the Groups button, select the desired View, select the group, then click Open. 7. Click Next. 8. To add an to this rule, which will contain the survey URL you copied from the Survey public URL field after you created the survey, click the Add button. The AutoTask Send Mail Action dialog box opens. In the Title field, type a name for the Send Mail action. Select the Send to Tracker check box to send a copy of the to the call Tracker via SupportMail. Select the Send to Supervisor check box to send a copy of the to the Supervisor via SupportMail. Click inside the To field, then click Address. The Address Book dialog box opens. In the Mail System drop-down list, select the mail system you want to use (use HEAT for SupportMail or use any other mail protocol supported in Call Logging, as appropriate for external mail), then select a recipient from the list. Click OK. Do the same for the cc field, if needed. In the Subject field, type a descriptive subject. You can also click the Insert button to incorporate HEAT data into the subject. In the Note section, type the message text and paste the URL you copied from the Survey public URL field. You can also right-click the Note section to incorporate HEAT data (such as a HEAT field or function) into the message, if needed. HEAT

203 Send Surveys 10-5 If you want to attach the currently active Call Record, select the Attach Current Call check box. Note: This can only be done if the recipient is part of the HEAT system and cannot be used for external recipients. If you want a copy of the forwarded to your SupportMail Outbox as a record of the event, select the Save to Outbox check box. Note: Because this adds data to the HEAT database, you may want to leave this option unchecked; the is generally saved to the sent folder of the system being used. 9. Click OK to close the AutoTask Send Mail Action dialog box. 10. Click Next. 11. Type a name for the rule, type a description (optional), then click Finish. 12. In the New Rule Processing dialog box, indicate which records the rule will apply to by selecting either All existing records or New or changed records. 13. Click Save Changes, then close the Business Rule Editor. Configure Send a Message AutoTask for On-Demand and Periodic Surveys Once an on-demand or periodic survey has been created, the next step is to configure a Send a Message AutoTask to send out the survey. 1. Open Call Logging (Start>Programs>HEAT>Call Logging). 2. Create a Send a Message AutoTask following the Send a Message AutoTask procedure (refer to "AutoTasks" in the Call Logging online help). When creating the AutoTask, paste the URL from the Survey public URL field into Note section of the AutoTask Send Mail Option dialog box. 3. Open the Customer Group to which you want to send the survey. 4. From the menu bar, select AutoTask>Manage AutoTasks. 5. In the Manage AutoTasks dialog box, select the View, then select the AutoTask you created in step Click the Group Run button to run the selected AutoTask against the records in the currently open group. Note: If the Confirm AutoTask Run check box was selected for this task, a confirmation dialog box opens. Click OK to confirm the AutoTask run. Administrator Guide

204 10-6 HEAT Survey Working with Surveys Once a survey has been created, you can: Edit a Survey Import a Survey Export a Survey Copy a Survey Delete a Survey Edit a Survey Note: You cannot edit a survey once responses have been received for that survey. If you clear the responses, you can then edit the survey. 1. On the Survey List page, click the name of the survey you want to edit. 2. The Survey opens. To edit a question on the page, click the edit link (to the right of the question). To change the order of the questions, click the sort link (to the right of the question); select the question, then use the move up or move down buttons to reposition the question. To delete a question from the survey, click the remove link (to the right of the question), then click OK to confirm the deletion. To change the page order, click the sort link (to the right of the page break), then select the page or page break to reposition using the move up or move down buttons. To remove a page break, click the remove link (to the right of the page break). 3. To add a question click the add question link at the top of the page 4. To edit the survey properties (survey type, welcome message, etc.), click the survey properties link. The following links are also available in survey editor: copy survey - Click to copy the open survey. delete survey - Click to delete the open survey. Note: If the survey has responses, you will not see the delete survey link. You must first delete the responses from the database by clicking the clear link on the Survey List page. preview - Click to see a preview of the open survey. survey list - Return to the Survey List page. Export a Survey 1. On the Survey List page, click the Export configuration link. The File Download dialog box opens. 2. Click Save to save the survey as an XML document. HEAT

205 Working with Surveys 10-7 Import a Survey Note: You can only import a survey previously exported from HEAT Survey. However, you cannot import the previously exported survey if it is still on the database unless you either select the Generate new survey ID check box or delete the survey from the database. 1. On the Survey List page, click the Import survey link. 2. In the File to import field type the path for the file or click Browse to locate the XML survey file. 3. Select the Generate new survey ID check box if you do not want the imported survey to be associated with it s prior survey ID. This means the imported survey will no longer be linked to the Business rule or Autotask that was originally used to send out the survey. 4. Click Import. Copy a Survey 1. On the Survey List page, click the name of the survey you want to copy. 2. The Survey opens. 3. To copy the survey, click the copy survey link at the top of the page. 4. The Source survey field confirms the survey you are copying. 5. In the New survey title field, type a name for the new survey. 6. In the New survey description field, type a description (optional) for the new survey; the description will appear as a tool tip when you move your mouse over a survey title on the Survey List page. 7. Click Copy. The new survey opens. 8. Make any needed changes to the questions and survey properties. Delete a Survey You cannot delete a survey that has responses without first clicking the clear link on the Survey List page to delete the response data from the database. When you delete a survey from the database, all data related to that survey is also deleted. 1. On the Survey List page, click the name of the survey you want to delete. 2. The Survey opens. 3. To delete the survey, click the delete survey link at the top of the page. 4. Click OK to confirm the deletion. Administrator Guide

206 10-8 HEAT Survey View Survey Status On the Survey List page, you can see a list of all surveys, including the following survey information: Survey type. Expiration date (if any) and if the survey has expired. The number of responses received. Click the clear link to delete from the database the response data for the survey. Whether or not the survey has been suspended - stopped indicates the survey has been suspended; started indicates the survey has been restarted. You can also initiate actions on the Survey List page: Export a Survey - Click the Export configuration link. Stop - Click to suspend a survey. Start - Click to restart a survey after it has been suspended. Create a Survey - Click the Create a new survey link. Import a Survey - Click the Import survey link. Configuration - Click the system configuration link to configure system settings for HEAT Survey. logout - Click to log off. help - Click to open the online help View Survey Results The HEAT Survey module comes with a.dat file which, when added to the HEAT Answer Wizard, provides reports for HEAT Survey. Refer to the Answer Wizard online help for details. Survey Database Tables The following database information can be used to create custom reports on the Survey data. In addition, since the Survey Tables are not loaded into the HEAT Metadata (resulting in the tables not being included in a HEAT Archive File), the following information can be used to create the tables utilizing the HEAT Edit Set functionality (refer to the HEAT Administrator Guide or the "Customizing Your Database" online help topic for details). FRS_Survey - The Survey configuration table. Field Name Data Type Description SurveyId Text Unique identifier for the survey Title Text Survey title WelcomeNote Text Welcome message shown on the first page of the survey PageStyleSheet Text Selected style template name; a Cascading Style Sheet (CSS) is used to define the survey appearance HEAT

207 View Survey Results 10-9 Field Name Data Type Description Logo Text Logo URL SuspendNotice Text Suspend message MetaData Text Reserved service data (for internal use only) Deadline Date Survey expiration deadline Type Text Survey type (possible values: ondemand, periodic, posttransaction) DeadlineExpiryNotice Text Survey expired message ThankYouNote Text Thank you message shown on the last page of the survey Description Text Survey description State Number Survey status (stopped = 0, suspended = 1, started = 2, undefined = 3) CreationDate Date Date the survey was created FRS_SurveyQuestion - The Survey question table. Field Name Data Type Description QuestionId Text Unique identifier for a survey question QuestionText Text Text of the survey question Type Text Question type (possible values: text, essay, radio, checkbox, page separator) PositionInSurvey Number Position of the question in the survey SurveyId Text ID of the linked survey AnswerRequired Boolean Required answer flag (0/1) LastVerbatim Boolean Last answer flag; should have a possible custom answer field (0/ 1) Administrator Guide

208 10-10 HEAT Survey FRS_SurveyChoice - The possible answer choice table. Field Name Data Type Description ChoiceId Text Unique identifier QuestionId Text ID of linked question NumericValue Integer Reserved service data (for internal use only) VerbatimText Text Custom text entered by respondent VerbatimTextLength Integer Reserved service data (for internal use only) AnswerText Text Text of the possible answer choice ChoiceOrder Integer The order of the answer choice in the survey question FRS_SurveyAnswer - The Survey answer table. Field Name Data Type Description SurveyAnswerId Text Unique identifier for answer SessionId Text ID of linked session QuestionId Text ID of linked answered question ChoiceId Text ID of linked answer choice AnswerText Text Text of the answer VerbatimText Text Text entered by respondent QuestionText Text Text of the survey question NumericValue Number Reserved service data (for internal use only) HEAT

209 View Survey Results FRS_SurveySession - The Survey session table. Field Name Data Type Description SurveySessionId Text Unique identifier IdentifierType Text Type of linked identifier (possible values: HEAT_CUSTOMER_ID, HEAT_CALL_ID) Identifier Text Value of the linked identifier DateSubmitted Date Date the survey was submitted FirstName Text Reserved service data (for internal use only) LastName Text Reserved service data (for internal use only) Address Text Reserved service data (for internal use only) SurveyId Text ID of the linked survey LastSavedPageIdx Text Last submitted page index; i.e.: 1, 2 (if survey was completed it should be final) Administrator Guide

210 10-12 HEAT Survey HEAT

211 11 HEAT Self Service Configuration HEAT Self Service (HSS) uses Web technology to provide your customers with the ability to research issues or submit issues to your support group. Submitted issues are logged into the HEAT system and tracked through HEAT Call Logging. Users can also view the status of their tickets and add information to open tickets. Refer to "HEAT Self Service" for more information about tasks HSS users can perform. In addition, HSS can be integrated with HEAT Plus Knowledge (HPK), so your users can research the resolution to problems or issues. In the Web Server Configuration Tool, you can configure settings for HEAT Web-based Call Logging, for HEAT Self Service (HSS), and for common settings that both HEAT modules share. Web-based Call Logging and HSS database settings are configured in the Web Server DB Configuration Tool. Refer to the HEAT Installation guide for details. You must perform the database configuration before attempting to configure the settings in the Web Server Configuration Tool.

212 11-2 HEAT Self Service Configuration Open the Web Server Configuration Tool 1. From the Windows Start menu, click Programs>HEAT>Web Server Configuration Tool. The HEAT Web Server Configuration Tool window opens. 2. Use the navigation tree in the panel on the left to navigate to the various configuration settings available. Click the arrow next to a navigation link to expand the branch. Service Status Click Service Status to view users logged into the Web Server Configuration Tool, Web-based Call Logging, and HSS. You can see the following information: Session ID User ID Application - The Web-based application the user is logged on to. Session creation time - The time the user logged in. Idle time - the amount of time elapsed since the user performed any activity in the session. Click the column header to sort the information as needed. Click the drop-down arrow (which appears when you move your mouse over the column header) and click Columns to hide/display columns. Click the Refresh button to update the view. Common Settings In the Common Settings branch, you can specify the database for external tables and set the session timeout. These settings will apply to both Web-based Call Logging and to HSS. Click the arrow to expand this branch or click the links on the page to the right of the navigation panel. External Tables On this page, you can specify the database location for any external tables you are using. 1. Click Common Settings>External Tables. 2. Click your database name. You will see settings similar to those you configured in the Web Server DB Configuration Tool. 3. Select the database type for the external tables. 4. Type the database user name and password. 5. Type the host computer name. 6. For a SQL database, for a named instance, type the name. 7. In the Port field, specify the TCP/IP port. 8. Type the external tables database name. 9. If you need to set additional parameters for the JDBC URL, type them in the Additional Properties field. 10. Click Save (at the bottom of the page). HEAT

213 Call Logging Settings 11-3 Session Timeout 1. In the Session timeout field, type the number of minutes that will elapse, during which no activity is performed, before the session times out. The default is 30 minutes. 2. Click Save (at the bottom of the page). Call Logging Settings If you installed Web-based Call Logging, you will see the CallLogging branch in the navigation panel where you can configure Call Logging SMTP and HPK settings. SMTP In the SMTP section, configure the SMTP settings for use in Web-based Call Logging by any AutoTasks containing the Send a Message AutoTask action. 1. In the Host field, type the SMTP host computer name. 2. Type the SMTP address. 3. Select the Authenticate check box to enable authentication by user name and password. 4. Type the SMTP authentication user name and password. 5. Click Save (at the bottom of the page). HPK 1. In the HPK section, specify the host computer name so the knowledge base, HEAT Plus Knowledge, can be accessed within Web-based Call Logging. 2. Click Save (at the bottom of the page). HEAT Self Service Settings If you installed HEAT Self Service, you will see the HSS branch in the navigation panel. Click the arrow to expand this branch or click the links on the page to the right of the navigation panel. For HEAT Self Service, you can configure the following: General Options Call Types Call Priorities Call Status Journal Filtering HSS Banner Settings Visual Settings Customer Types Call Groups Administrator Guide

214 11-4 HEAT Self Service Configuration General Options The General Options tab contains settings allowing you to: Disable HSS logins. Enable new user registrations. Allow password recovery via a password retrieval question (set up either by you or by the user). Specify a directory for attachments. Specify the HEAT Plus Knowledge location so users can access HPK within the HSS interface. Disable Logins In the event you need to prevent users from logging on the HSS, you can disable logins, displaying a message indicating the reason and when the system is expecting to become available. 1. On the HSS>General Options page, deselect the Enable New Logins check box. 2. Type an explanatory message in the Disabled Login Message field, which will be displayed when the user attempts to log in. 3. Click Save (at the bottom of the page). Enable Registrations and Specify Default Customer Type If you want users to be able to register to use HSS: 1. On the HSS>General Options page, select the Enable New Registrations check box. 2. Specify a default Customer Type, which determines the form that will be displayed on the Register page. 3. Click Save (at the bottom of the page). The Register link now appears on the Login page. Recovery Password Options In the Recovery Password Options section, you can enable the password recovery function (which places a link on the Login page the user can click in the event of a forgotten password), allow the user to define their own password retrieval question and answer, or define the password retrieval question. 1. On the HSS>General Options page, select the Enable Recovery Password check box if you want HSS users to have access to the Forgot Your Password link on the Login page. If you deselect this check box, the Forgot Your Password link will not appear. 2. If you want the user to set up their password retrieval question (this is done on the Account Information page in HSS), select the Enable User-Defined Question/Answer check box. If you want to define the password retrieval question for all users, deselect the Enable User-Defined Question/Answer check box. 3. Whether or not you selected the Enable User-Defined Question/Answer check box, type a password retrieval question in the Administrator Question field. That way, if the user does not have a password retrieval question specified in wither HSS Account Information or in Call Logging Customer Login Information, the user will see the Administrator question. 4. Click Save (at the bottom of the page). HEAT

215 HEAT Self Service Settings 11-5 Specify Attachment Directory In the Attachment Options section: 1. Type the path for a directory that will store issue ticket attachments. This directory can be different than the one specified in the Administrator System Defaults and can be a shared drive. 2. To limit the attachment size, specify the Max Attachment Size (in kilobytes). 3. Click Save (at the bottom of the page). Specify HPK URL 1. In the HPK Options section, type the URL location of the HEAT Plus Knowledge knowledge base in the HPK Url field, so HPK can be accessed by HSS users within HEAT Self Service. 2. Click Save (at the bottom of the page). Export HSS Users For information on the Export Users functionality, refer to the HEAT Self Service/HEAT Plus Knowledge integration technical document, available to maintenance customers at: click the Technical Documents link. Call Types On the Call Types page, you can specify which call types to make available to the user when creating a new issue. 1. Do one of the following: Click the top left pointing arrow to specify all call types (call types are moved to the Published panel). Select one or more call types (to select multiple call types, press the Ctrl key while selecting) in the Not published panel, then click the right pointing arrow to move them to the Published panel. Remove call types from publication by selecting one or more call types in the Published panel, then click the left pointing arrow to move them to the Not published panel. Remove all call types from publication by clicking the bottom left pointing arrow. 2. Click Save (at the bottom of the page). Call Priorities On the Call Priorities page, you can determine which values will be available to the HSS user on the various forms. 1. Select a Table, then select a field whose values you want to publish. In the Not published panel, the field values are listed. Do one of the following: Click the top left pointing arrow to publish all values (values are moved to the Published panel). Select one or more values (to select multiple values, press the Ctrl key while selecting) in the Not published panel, then click the right pointing arrow to move them to the Published panel. Remove values from publication by selecting one or more values in the Published panel, then click the left pointing arrow to move them to the Not published panel. Administrator Guide

216 11-6 HEAT Self Service Configuration Remove values from publication by clicking the bottom left pointing arrow. 2. Click Save (at the bottom of the page). Call Status HSS users who resolve their issue as a result of viewing the HPK knowledge base can indicate the issue is resolved by clicking the Problem Solved button on the Knowledge Base page in HEAT Self Service. Using the setting on the Call Status page, you can specify a Call Logging status for that type of resolution. Journal Filtering The settings on the Journal Filtering page enable you to specify which journal records will be displayed to HSS users, based on a check field you create in the edit set for the Journal Table and place on the Journal Form. All journal records are visible by default. 1. In the Administrator module, open an edit set and create a Check field (such as Display Journal in HSS) in the Journal Table (refer to "Create Fields"). 2. Add the new field to the journal form, then save and commit the edit set (refer to "Add Fields to Forms" and "Commit Edit Sets"). 3. In the Web Server Configuration Tool, on the HSS>Journal Filtering page, select the Enable Filtering check box. 4. In the Filter Field field, select the field you created in step In the Filter by Value field, select the value that will display the record to the HSS user. For example, if you called the field Display Journal in HSS, then the setting true will display the journal record. HSS Banner The Banner setting lets you display system-wide messages to your users. The information typed here will display on the Home page, above the Hot Issues section. HTML formatting options in the formatting toolbar include: Modify font, font size, font style Align left, center, or right Add numbering or bullets Add a hyperlink (highlight the text and click the Hyperlink button) Change the text color Add text highlight color Click the Source Edit button to switch to source mode and view (and edit) the source code. For example, text that appears like this in the html-format mode: This is how the text will appear. looks like this in source mode: <STRONG>This</STRONG> is how the text will <FONT color=#ff0000>appear</font>. Click Save (at the bottom of the page). HEAT

217 HEAT Self Service Settings Settings On the Settings page, configure the SMTP settings for use in HSS for the issue verification and password retrieval messages. 1. On the HSS> Settings page, select the SMTP Allowed check box to configure the settings in the SMTP section. 2. Type the SMTP server name. 3. Type the SMTP address. 4. Select the SMTP Authorization check box to enable authentication by user name and password. 5. Type the SMTP authorization user name and password. 6. In the Call Record Creation Message field, you can use the default message or you can type the content for the issue verification the user will receive to verify submission of an issue. Any field names included in the message should be enclosed in curly brackets { }. 7. In the Password-reminder Message field, you can use the default message or you can type the content for the password retrieval . You will need to include the placeholder for the user s password: ${password}. 8. Click Save (at the bottom of the page). Visual Settings You can use the Visual Settings page to customize the UI. This information appears on all pages. For Company and Contact Information, you can use html code to format the text as needed. 1. In the Theme Selection field, select a theme which provides a unified look for the UI. 2. Use the Customer Logo field to include your company logo in the UI. Click the Browse button to locate and select the logo file. It will display in the area below the Customer Logo field. The Default button enables you to revert to the FrontRange logo. 3. Type any contact information you want displayed to the HSS user. 4. Type any pertinent copyright information. 5. Click Save (at the bottom of the page). Customer Types On this page, you will see a list of Customer Types set up in the HEAT Administrator module; for each Customer Type you will see four tabs containing configuration settings for that Customer Type including View Set and call group settings, user rights per Customer Type, available AutoTasks, and HEATBoard issues to which the user can subscribe. General Tab Configure the following general settings for each Customer Type: 1. The Description field provides the Customer Type description and cannot be edited. 2. Specify the appropriate View Set for this Customer Type. Note: Table Views control which fields and field attributes appear on a form.table Views are arranged in collections called View Sets.So the View Set specified here determines which fields users of this Customer Type will have available. Administrator Guide

218 11-8 HEAT Self Service Configuration 3. In the Group to Run automatically upon User Login, specify the default HSS Call Group (refer to "Call Groups" for more information). 4. Select the Password Required check box to require the user to enter a password in order to log in. 5. In the Proxy Analyst field, specify the default HEAT user (call-taker, tracker, administrator, etc.) to whom new issues created in HSS will be assigned. 6. In the Address Field, specify the HEAT database field containing the address used for issue confirmation and for password recovery In the Lost Password Answer Field, specify the HEAT database field containing the answer to the password recovery question. 8. For information on the HPK Login Options section, refer to the HEAT Self Service/HEAT Plus Knowledge integration technical document, available to maintenance customers at: click the Technical Documents link. 9. Click Save (at the bottom of the page). Rights Tab 1. Configure the user rights per Customer Type: If rights involve only access (for example, access to Global Call Groups), the options will be Yes (allow full access) or No (deny access). If rights involve tasks (for example, Call Record), the options may be Add, Edit, Delete. Some rights also have a View option (for example, Call Record), which provides users with readonly access. 2. Click Save (at the bottom of the page). AutoTask Tab This tab lists all global AutoTasks available in Web-based Call Logging. Use this list to populate the Service Requests page in HSS with frequently or routinely asked for tasks (such as a request for software or a request for training) that have been automated using the AutoTask function. Because the AutoTasks available are specified by Customer Type, you can provide only those AutoTasks pertinent to that type of user. 1. Click the check box in the Use column next to the AutoTasks you want to appear on the HSS Service Requests page. 2. Click Save (at the bottom of the page). HEATBoard Issues Tab The settings you select on the HEATBoard Issues tab populates the list of Hot Issues available for the user to subscribe to. Because the issues displayed are specified by Customer Type, you can provide only those HEATBoard issues pertinent to that type of user. 1. Select the check box corresponding to the issues view you want displayed: select Global to display all global HEATBoard issues, or select the specific HEATBoard team whose issues you want displayed. 2. Click Save (at the bottom of the page). HEAT

219 HEAT Self Service Settings 11-9 Call Groups Call Groups can be created to manage and organize issues in HSS. You can create Global Call Groups, create Customer Type Call Groups, or Personal Call Groups for individual users. 1. Click the audience for whom you want to create a new Call Group: Global - Provides the widest audience for a Call Group; if you select the Yes option for the Global Call Groups right on the Rights tab for each Customer Type, then all HSS users will have access to the Global Call Groups. The specific Customer Type - Enables you to create multiple Call Groups per Customer Type. Personal Call Groups - Enables you to create Call Groups for individual users. 2. Click Add (at the bottom of the page). The Create new Group dialog box opens. If you clicked HSS>Call Groups>Global in step 1, the Global audience option is selected. Type a Name and Description for the new Call Group, then click Ok. The Call Group configuration settings page opens. If you clicked HSS>Call Groups>Customer Types (or clicked a specific Customer Type) in step 1, the Customer Type audience option is selected. If not selected, select the desired Customer Type. Type a Name and Description for the new Call Group, then click Ok. The Call Group configuration settings page opens. If you clicked HSS>Call Groups>Personal Call Gropus in step 1, the Personal audience option is selected. Select a Customer Type, then click the Select customer drop-down arrow. The Browse data dialog box opens, enabling you to select the user for whom this Call Group is being created (if needed you can filter the list by typing a value in the field next to the Filter button, such as the letter C to view all users whose name begins with C, then click Filter). Click Ok. In the Create new Group dialog box, type a Name and Desription for the new Call Group, then click Ok. The Call Group configuration settings page opens. 3. In the Table Name drop-down list, select the table containing the field you want to use in your expression. When you select one of the tables, the available fields for that specific table appear in the Field list. Note: If you select a Compound table (Detail, Profile, or Subset table), you can also choose a Table Type. If you choose a Compound table, you can select the Fields from all Table Types check box to include every instance of a specific field from all of the available table types in your search criteria. You can also to use in the expression. that are pertinent to Call Records and Call Groups are available. 4. In the Field list, double-click a field to add it to the Boolean expression (for example, CallStatus) in the Expression Text field. 5. In the Operators list, double-click an operator to add it to the Boolean Expression (for example, =). 6. Click Browse Field Data. The Browse data dialog box opens for the field you selected. All available options are listed in grid view. Select a value, then click OK (if needed you can filter the list by typing a value in the field next to the Filter button, then click Filter). 7. Continue to add expressions as needed to define this group: Click AND to add another statement. Using AND to join expressions means results must meet the criteria indicated by all expressions. For example, CallLog.CallStatus='Open' AND CallLog. CallType='Hardware'. Click OR to add a varying statement. Using OR to join expressions means results must meet any of the criteria indicated by the expressions. For example, CallLog.CallStatus= 'Reopened' OR CallLog. CallStatus='Open'. Administrator Guide

220 11-10 HEAT Self Service Configuration 8. To define a sorting order for the Call Group, select the Table, then select the field(s) by which you want to sort the group; for example, if you select CallID, all records in the group are listed in ascending or descending order (you specify) by their Call ID numbers. 9. Click the Check button (at the bottom of the page) to verify that your expression text is correct (if correct, a number indicating the number of Call Records found will display). 10. Click Save (at the bottom of the page). Note: If you want to move the group to a different audience category (from Personal to Global, for example), click the Move group button. The Create new Group dialog box opens, enabling you to move the group. HEAT

221 12 HEAT Self Service With HEAT Self Service (HSS), you can perform the following tasks without requesting service directly from your support desk personnel: Register as a user ("Register as a User"). Change your password or retrieve a forgotten password ("Change Password" and "Retrieve Forgotten Password"). View and edit your profile information ("Modify Account Information"). Search a knowledge base for needed information ("Search the Knowledge Base"). View and subscribe to current hot issues ("Subscribe to a Hot Issue"). View your tickets, check the status, and edit to add information if needed ("View Issue Ticket History"). Submit a new issue and receive an auto-confirmation of an issue ticket via ("Submit a New Issue"). Submit common service requests ("Submit a Service Request").

222 12-2 HEAT Self Service Register as a User Log in If registrations are enabled, you will see a Register link on the Login page. To Register as a User: 1. Click Register on the Login page. 2. Type a login ID, type a password, then retype the password in the Confirm password field. 3. In the Personal Question field, type the question that will be asked in the event of a forgotten password. 4. In the Personal Answer field, type the answer you will provide to identify you as the authorized user. 5. Complete your Profile information. 6. Click Submit. 1. Open your internet browser and type the URL provided by the HSS administrator. 2. Type your login ID and password, then click Login. 3. The Home page opens, displaying a list of Hot Issues. This page may also display messages from the HEAT Self Service administrator. Retrieve Forgotten Password If you forget your password, you can receive an containing your password by answering a user verification question. To Retrieve a Forgotten Password: 1. On the Login page, click the Forgot Your Password link. 2. On the Request Password page, type your login ID and click Submit. 3. Type the answer to your password retrieval question, then click Submit. 4. Check your for the password reminder. Modify Account Information You can modify your account information including: Changing your password Establishing a password retrieval question in the event of a forgotten password Change your profile information View your configuration information HEAT

223 Modify Account Information 12-3 Change Password It is a good idea for security reasons to periodically change your password. This can be done on the Account Information page. You can also change your Login ID, if needed. To Change your Password: 1. Click the Account Information link at the top right of any page. 2. Type a new password, then retype the password in the Confirm password field. 3. Click Update. Password Retrieval Question In the event of a forgotten password, you can specify a password retrieval question that will identify you as the authorized user and trigger an containing your forgotten password. Note: The HEAT Self Service administrator can determine the password retrieval question, instead of the user; you will be notified by your administrator if this is the case. To Specify a Password Retrieval Question: 1. Click the Account Information link at the top right of any page. 2. In the Personal Question field, type the question that will be asked in the event of a forgotten password. 3. In the Personal Answer field, type the answer you will provide to identify you as the authorized user. Note: Be sure your address in specified in your Profile information ( ID field) so you can receive the containing your password. 4. Click Update. Modify Your Profile You can edit your Profile information as needed. This will also modify the profile information about you that can be viewed by the support desk personnel. To Edit your Profile Information: 1. Click the Account Information link at the top right of any page. 2. Click the Edit button to the right of the Profile section. The Profile fields become editable. Note: The Profile section can be expanded using the >> icon to the left of the word Profile. 3. Make the necessary changes to your Profile information, then click Submit. View Configuration Information The Configurations section contains other data related to your account such as equipment details, software information, etc. Each Configuration Type has a unique form containing fields pertinent to that specific item type. User Guide

224 12-4 HEAT Self Service Subscribe to a Hot Issue The Home page displays a list of current hot issues, for which you can create a ticket if you are experiencing the same problem. To Subscribe to a Hot Issue: 1. On the Home page, click the hot issue description. 2. Ticket information displays, also displaying the Subscribe to this issue button. Click the button. A new issue is created. 3. Refer to "Submit a New Issue" for information about completing the new issue form. Search the Knowledge Base Before creating a ticket, you can research the problem or issue in the knowledge base, HEAT Plus Knowledge (HPK). If you find an answer, you can then create a ticket indicating the resolution found in the knowledge base. To Search the Knowledge Base: 1. Click the Knowledge Base link at the top of any page. HEAT Plus Knowledge opens. 2. You will see a list of content collections. Click the links to expand and view the list of articles for each collection. You can then click an article to view the contents. You can click the arrows at the bottom to page forward or back or to page to the first or last page. You can also type a page number to go to that page. If you prefer, you can search the content collections by typing a key word in the Look for solution field, then click Search. Search results list documents containing your key word, which you can click to open and view the content. Note: The red home link at the top will take you back to the initial Index of Contents; as you open pages, a breadcrumb trail containing active links is created, enabling you return to any previous pages viewed. 3. If the document provides the information you need, click the Problem solved button (upper right) to open a new issue ticket. The Subset and CallLog sections will automatically populate based on your Profile information and HPK search. You can edit or add information, then click Submit. Note: If you cannot find a solution in the knowledge base, click the New Issue link at the top of the page to create a new issue ticket. Refer to "Submit a New Issue" for information on completing the form. Submit a New Issue You can create and submit a new issue. To Create a New Issue: 1. Click the New Issue link at the top of any page. 2. The New Issue page opens, displaying sections which can be collapsed or expanded by clicking the double-arrow icon. Note that the new ticket number is indicated at the top of the page. 3. The Subset section is populated from your Profile information. If any of the information is incorrect, you can make the correction in the Subset section. HEAT

225 View Issue Ticket History 12-5 Note: After submitting the ticket, click the Account Information link to edit your Profile. 4. In the CallLog section, describe the problem, specify the appropriate call type (which categorizes the issue), and specify a priority. 5. Depending which call type you select, the Details section may expand, enabling you to enter additional information. For example, if you are experiencing a software problem, you may be asked to provide the version number. 6. To add additional notes to the ticket, click the Add a new note link above the Journals section. Note: Generally, journals are added subsequent to submitting the ticket, to add more information to the original submission. Refer to "Edit an Issue Ticket" for information about editing a submitted ticket. 7. If attachments are enabled, click the Add an Attachment link. Type a description, then click Browse to locate the file. Click Upload. 8. Click Submit (at the top of the page) to submit the new issue. If enabled by the HSS administrator, you will receive a confirmation verifying submission of the new issue. View Issue Ticket History The Issue Tickets page displays a list of your submitted tickets. You can search for a specific ticket, view ticket status, and edit the ticket to add information, if needed. The ticket information displayed depends on the settings configured by the HSS administrator and may include: User name (if you are a manager, you may have rights to view tickets for all employees in your department) Ticket status Priority Call type The date the ticket was submitted Call description Search for an Issue Ticket Tickets can be arranged in categories known as Call Groups. The Issue tickets page opens displaying the default Call Group but you can open other Call Groups and view the tickets listed. To Open a Call Group: 1. Click the Issue Tickets link at the top of any page. The default call group opens, displaying the list of tickets in that call group. 2. Click the default call group name. The Open Call Group dialog box opens. 3. All available call groups are listed. Click the call group name link to open that call group. To Search for a Ticket: 1. Click the Issue Tickets link at the top of any page. The default call group opens, displaying the list of tickets in that call group. User Guide

226 12-6 HEAT Self Service 2. Click the default call group name. The Open Call Group dialog box opens. 3. You can either click a call group name to open that call group or you can type the ticket number in the Search Call Ticket field, then click Search in Current Group (if you know the ticket is in the currently opened group) or click Go to Call. Edit an Issue Ticket You can make modifications to add information to any open, submitted ticket. Closed tickets cannot be modified. 1. Click the Issue Tickets link at the top of any page. The default call group opens, displaying the list of tickets in that call group. You can click the ticket number of the ticket you want to edit. If the ticket is not displayed, you can page through the group using the arrow buttons at the bottom of the page or you can search by ticket number: Click the default call group name. The Open Call Group dialog box opens. Type the ticket number in the Search Call Ticket field, then click Search in Current Group (if you know the ticket is in the currently opened group) or click Go to Call. Click the ticket number to open the issue. 2. Click Edit (top right). 3. Make the necessary edits, then click Submit. Submit a Service Request Log out Service requests are requests that have been automated, since they are requests that are frequently or routinely made (such as a request for software or a request for training). To Run the Automated Service Request: 1. Click the Service Request link at the top of any page. A list of automated service requests displays. 2. Click the link of the service request you need. As the automated request runs, popup boxes may open, asking you to provide some specific information. 3. If a issue is created as part of the request, you may be asked to confirm the completed form. Do so, then click Submit. To log out, click the Logout link at the top right. HEAT

227 13 Integrations Integrating HEAT with Other Products Because of its open architecture, HEAT can communicate with many other software packages and applications. For example, you can integrate HEAT with several add-on HEAT modules such as HEAT Self Service and HEAT Plus Knowledge, other FrontRange Solutions products such as GoldMine, IT Service Management (ITSM), and several third-party applications that aid with telephony functions and searching capabilities. You can take advantage of this flexibility to extend the power of your HEAT system. For detailed information on integrating HEAT with add-on modules and products, refer to the guide for each product. Note: When assigning roles to users, the Rights tab Category, New in 9.0, contains an ITSM access right: ITSM integrations functions access, which controls access to ITSM integration from Call Logging. Refer to "Roles" for details. Integration with FrontRange Centennial Discovery The HEAT Discovery set up enables viewing asset data from the FrontRange Centennial Discovery database using the HEAT Call Logging application. To facilitate the setup process, a wizard is run to create the initial configuration. Refer to the HEAT Discovery Getting Started Guide for information about running the Discovery Setup Wizard. Integration with GoldMine You can integrate HEAT with GoldMine so that the two applications share information. The integration provides HEAT users with read/write access to GoldMine customer information from within the Call Logging module. GoldMine users can view Call Logging information from within the Tickets tab and Details tab in the GoldMine application. Use the Answer Wizard and the Manager's Console to monitor and report on information from both products. How Integration with GoldMine Works HEAT and GoldMine communicate by sharing information in their database tables. When integrated, an external link is created from HEAT to two GoldMine database tables: the Contact1 table and the ContSupp table. From the external link you can view and modify data. This allows data to flow in both directions between the databases and the applications.

228 13-2 Integrations The Contact1 Table The Contact1 table stores information for GoldMine customers such as phone numbers, address, fax number, etc. HEAT displays the Contact1 table information using the Contact1 Customer Type in Call Logging. Information is displayed in the customer profile (often called the Customer window). Call Logging users can view and modify customer information. Note: Information about pending sales and sales history is also displayed in the Customer window using the Sales-Pending and Sales-History tabs. This information is read-only. In GoldMine, users can view Call Logging information (more specifically Call Record information) for Contact1 customers directly from the Tickets tab. Call History information is displayed in grid form. Users can right-click and select the Zoom command to view Detail, Journal, and Assignment information. Call Record information displayed in GoldMine is readonly. IMPORTANT: Call Record information displayed in the GoldMine Tickets tab is not actually stored in a GoldMine record; it is stored in the HEAT database and dynamically viewed by GoldMine users. In comparison, information displayed in the GoldMine Details tab is stored in the ContSupp table. Information is transferred using the GoldMine Ticket Transfer feature. The ContSupp Table The ContSupp table stores information about a GoldMine customer's additional contacts and addresses for all contacts. Additional contacts are displayed in the Contact tab in the Customer window. IMPORTANT: You cannot modify the addresses that autofill in the Profile and Subset forms in HEAT Call Logging. The GoldMine Ticket Transfer Feature The GoldMine Ticket Transfer feature runs as a service and queries the HEAT database for Contact1 Call Record information. Data is then transferred to the ContSupp table in the GoldMine database where it can be displayed in the GoldMine Details tab. You can then synchronize this information to remote, undocked users. Advantages The main advantage of integrating HEAT and GoldMine is that a single customer record exists and is shared by both applications. This makes the following possible: HEAT users can view and modify a GoldMine customer information. This allows HEAT Call Logging users to view a GoldMine customer's phone number, address, address, etc. GoldMine can also be integrated to display a list of associated contacts for the selected Contact1 customer. HEAT users can view a GoldMine customer's Sales-Pending information. This allows HEAT Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. HEAT users can view a GoldMine customer's Sales-History information. This allows HEAT Call Logging users to view a list of sales activities that have taken place for a particular GoldMine customer. GoldMine users can view Call Logging Information. This allows GoldMine users to view call history information including information in the Detail, Journal, and Assignment tabs. HEAT

229 Integration with GoldMine 13-3 Note: The Ticket Transfer feature expands the viewing of Call Logging information in GoldMine by allowing the transfer of Call Record data to the ContSupp table. From there, it can be displayed in the GoldMine Details tab and synched to remote, undocked users. HEAT and GoldMine users can send internal messages to each other. This allows HEAT and GoldMine users to communicate about customers using . HEAT and GoldMine users can post alerts to each other. This allows HEAT and GoldMine users to alert each other about key customer issues. The Answer Wizard and the Manager's Console can be used to monitor and report on data from both applications. Answer Wizard and Manager's Console users can also take advantage of analyzing and reporting on information from both HEAT and GoldMine. Data Flow Relationship 1. Data flows in both directions between the databases and the applications. Data flows by way of Open Database Connectivity (ODBC) between the HEAT database and the HEAT modules. Data flows between the GoldMine database and the GoldMine application by way of the Borland Database Engine (BDE). 2. Contact information is validated from the GoldMine database through the Contact1 and ContSupp tables, and flows to the HEAT application. This allows HEAT users to view GoldMine customer information and additional contacts. 3. The Call Records created in HEAT flow to the Tickets tab in the GoldMine application by Dynamic Data Exchange (DDE) and ODBC. 4. You can view pending and history GoldMine activities in HEAT Call Logging. The information displayed in Call Logging is read-only. The data flows from the GoldMine database to the HEAT application by BDE. 5. GoldMine Customer information and additional contact information (Contact1 and ContSupp tables), which is created or updated in the HEAT application, is sent to the GoldMine database using BDE to transport. 6. The SPFiles table in the GoldMine database stores data that BDE can validate in the HEAT Administrator module. Administrator Guide

230 13-4 Integrations 7. A Call Record is created and stored in the HEAT database. The Ticket Transfer Utility converts these Call Records into detail records on the GoldMine Details tab. The data flows from the HEAT database to the Ticket Transfer Utility by ODBC and then to the GoldMine database by ODBC. 8. Alerts data flows between the GoldMine database and the HEAT application. You can only define alerts in GoldMine. You can enable Both HEAT and GoldMine to assign and display the other application s alerts. Integration Process Integration between HEAT and GoldMine is accomplished in the Administrator module, the Call Logging module, the Ticket Transfer Utility, and the GoldMine application. To integrate HEAT and GoldMine, complete the following steps in sequence: 1. Install HEAT and GoldMine. 2. Set HEAT Security Rights for GoldMine. Security rights must be granted in order for HEAT to integrate with GoldMine. You must also grant security rights for the Ticket Transfer feature and GoldMine mail. Security rights are set in the HEAT Administrator module. 3. Run the GoldMine Connection Wizard. The GoldMine Connection wizard leads you through the steps necessary to connect HEAT with the GoldMine data source. The GoldMine Connection Wizard is run from within an Edit Set in the HEAT Administrator module. 4. Set GoldMine Integration Defaults. GoldMine Integration options let you set the path to the GoldMine application as well as configure default options for displaying information in the Call Logging Customer window. Options are set using the GoldMine Integration dialog box located under the Defaults menu in the HEAT Administrator module. 5. Set Call Logging Preferences for GoldMine. User Preferences tell Call Logging where to find the GoldMine program so that it can be launched directly from Call Logging. User Preferences also allow you to set display and logon options for individual users. 6. Set Call Logging Preferences for GoldMine Alerts. User Preferences tell Call Logging how to display GoldMine alerts for GoldMine customers. 7. Run the GoldMine Ticket Transfer Configuration Utility. This utility sets up options for the GoldMine Ticket Transfer service. The service allows you to transfer new and updated Call Record information to the ContSupp table in GoldMine. 8. Set up HEAT Integration in GoldMine. HEAT integration options let you enable integration with HEAT and define HEAT data source and login options. HEAT integration is conducted in the Tickets tab within GoldMine. Install HEAT and GoldMine To install HEAT and GoldMine, refer to the respective installation guides for more information. Set HEAT Security Rights for GoldMine To integrate HEAT and GoldMine, you must grant security access to the role conducting the integration steps (usually this is the Administrator). Security access is granted in the HEAT Administrator module. Security rights for the Ticket Transfer feature and GoldMine mail are also granted in the Administrator module. To Set HEAT Security Access for GoldMine: 1. Launch the Administrator module. HEAT

231 Integration with GoldMine In the Administrator Dashboard, click the Edit Roles link in the System Security section (or, in the Administrator main window, select Security>Roles from the menu bar). The Roles dialog box opens, listing all defined roles. 3. In the Roles list, select the role that will conduct the integration process (usually this is the Administrator role). 4. Click the Rights tab. 5. In the Category drop-down box, select Administrator Module or All Rights. A list of areas associated with the selected category appears in the Area list; the Rights column lists the rights currently assigned to each area. 6. In the Area list, select GoldMine Integration Setup, then select the Yes option to allow rights. Note: Security rights for the Ticket Transfer feature and GoldMine mail are also granted here. 7. Click Apply. Run the GoldMine Connection Wizard The GoldMine Connection Wizard leads you through the steps necessary to connect HEAT with the GoldMine contacts data source, allowing HEAT and GoldMine to share customer information. When run, the wizard creates the Contact1 Customer Type in the HEAT Profile table, allowing HEAT users to view GoldMine information from within Call Logging. You can also configure the integration to share a GoldMine customer's additional contact information. Once the wizard creates the necessary connections, you are prompted to commit the changes to your HEAT database, accomplished by committing an Edit Set (the wizard is run and the Edit Set is committed from within the Edit Set interface in the HEAT Administrator module). To Run the GoldMine Connection Wizard: 1. Launch the Administrator module. 2. Create an Edit Set by clicking the Create Edit Set link in the Customizing Your System section of the Administrator Dashboard, or by selecting File>New Edit Set from the Administrator menu bar. The Edit Set interface opens. 3. With the Edit Set open, select File>GoldMine Connection Wizard from the Administrator menu bar. The GoldMine Connection Wizard dialog box opens. 4. In the Name drop-down list, select the GoldMine contact information data source you want to use. Note: Data sources for GoldMine are automatically set up during the installation process. If the data source is not available, click Connection Manager to locate the data source. 5. To view a GoldMine customer's additional contacts in the Call Logging Customer window, select the Use Contact information from GoldMine as well check box. 6. Click Finish. A confirmation dialog box opens when the Connection Wizard successfully completes. The wizard prompts you to commit the changes to your database using an Edit Set. Set GoldMine Integration Defaults GoldMine Integration defaults let you set options for accessing GoldMine. Options include setting a path to the GoldMine executable file and setting display options for GoldMine information in the Call Logging Customer window. Options are set using the GoldMine Integration dialog box located under the Defaults menu in the Administrator module. Administrator Guide

232 13-6 Integrations To Set GoldMine Integration Defaults; 1. Launch the Administrator module. 2. Click the GoldMine Integration Setup link in the Set System Defaults section of the Administrator Dashboard, or select Defaults>GoldMine Integration Setup from the Administrator menu bar. The GoldMine Integration dialog box opens. 3. Select the Enable GoldMine Integration check box. 4. In the GoldMine Path field, type the path to the GoldMine executable, or click the Browse button to navigate to the location of the program file. 5. In the User ID and Password fields, type the User ID and password required to log on to GoldMine. 6. Next to the Contact Data field, click the Select button to choose the set of GoldMine contacts with which you want to integrate. 7. To define options for a particular role, select the Change options based on a user role check box, then select a role in the Roles drop-down list. Note: If this check box is cleared, all roles are allowed to access any options selected in the Customer Window Options and Data to Display sections. 8. In the Customer Window Options section, select default options for the Call Logging Customer window: Show Pending Activities in Customer Window - Displays the Sales-Pending tab in the Customer window. This allows HEAT Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. Show Activity History in Customer Window - Displays the Sales-History tab in the Customer window. This allows HEAT Call Logging users to view a list of sales activities that took place for a particular GoldMine customer. Allow GMSM to be launched from Customer Window - Allows users to launch GoldMine directly from the Customer window in Call Logging. 9. In the Data to Display section, select the GoldMine information you want displayed by default. 10. To limit the view to only the activities the user creates or owns, select the Limit Display to User's Activities check box. 11. Click OK. Set Call Logging Preferences for GoldMine User Preferences tell Call Logging where to find the GoldMine program so it can be launched directly from Call Logging. User Preferences also allow you to set display and logon options for individual users. To Set Call Logging Preferences for GoldMine: 1. Launch Call Logging. 2. From the Call Logging menu bar, select Edit>User Preferences. The User Preferences dialog box opens. 3. Click the Sales/Marketing Links tab. 4. In the GoldMine Path field, type the path to the location of the GoldMine program (.exe), or click Browse to navigate to that location. HEAT

233 Integration with GoldMine In the Customer Window Options section, select the GoldMine tabs you want to display in the Call Logging Customer window: Show Pending Activities in Customer Window - Displays the Sales-Pending tab in the Customer window. This allows HEAT Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. Show Activity History in Customer Window - Displays the Sales-History tab in the Customer window. This allows HEAT Call Logging users to view a list of sales activities that took place for a particular GoldMine customer. 6. In the Data to Display section, select the GoldMine information you want to display by default. 7. To limit the view to only the activities you have created, select the Show only my activities check box. 8. To use your HEAT User ID and password to logon to GoldMine from within Call Logging, select the GoldMine Login Information check box, then type your HEAT User ID and password in the appropriate fields. 9. Click OK. Set Call Logging Preferences for GoldMine Alerts User Preferences tell Call Logging how to display the GoldMine Alerts for GoldMine customers (Contact1 customers). To Set Call Logging Preferences for GoldMine Alerts: 1. Launch Call Logging. 2. From the Call Logging menu bar, select Edit>User Preferences. The User Preferences dialog box opens. 3. Click the Sales Alerts tab. 4. In the Call Logging section, select display options for GoldMine alerts appearing in the Call Logging main window: Show in Call Map - Displays the GoldMine alerts in the Call Map area of the InfoCenter. Pop-up alerts - Displays the GoldMine alerts as pop-up messages. Hide the alert bar if there are no alerts - Hides the GoldMine alert bar when no alerts are available. 5. In the Customer Window section, select display options for GoldMine alerts appearing in the Customer window: Pop-up alerts - Displays the GoldMine alerts as pop-up messages. Hide the alert bar if there are no alerts - Hides the GoldMine alert bar when no alerts are available. 6. In the Wait for initial query (seconds) field, type a numeric value indicating how long you want HEAT to wait before displaying GoldMine alerts. 7. Click OK. Administrator Guide

234 13-8 Integrations Run the GoldMine Ticket Transfer Configuration Utility The GoldMine Ticket Transfer feature runs as a service and queries the HEAT database for Contact1 Call Record information. Data is then transferred to the ContSupp table in the GoldMine database where it can be displayed in the GoldMine Details tab. Remote, undocked users can then synchronize to this information. The GoldMine Ticket Transfer Configuration Utility allows you to set up and establish options and preferences for the GoldMine Ticket Transfer service. To Run the GoldMine Ticket Transfer Configuration Utility: 1. Launch the GoldMine Ticket Transfer Configuration Utility from the HEAT CD. The GoldMine Ticket Transfer Configuration Utility dialog box opens. 2. In the Data Source field, type the path to your HEAT data source, or click Select to navigate to that location. Note: If your database is password protected, you may be prompted to type a database User ID and password. 3. In the HEAT User ID/Password section, type the User ID and password required to log on to HEAT. 4. In the Scheduling Query section, type a numeric value indicating how often you want the service to query the HEAT database, then select Minutes or Hours. 5. To query all Call Records in the HEAT database, click the Retransfer All Records button. Note: If you do not select this option, the query only pulls only Records created since the last poll. 6. Click OK. Set up HEAT Integration in GoldMine HEAT integration options let you enable integration with HEAT and define HEAT data source and logon options. HEAT integration is conducted from the Tickets tab within GoldMine. To Set up HEAT Integration in GoldMine: 1. Launch GoldMine. 2. Click the Tickets tab. 3. On the Tickets tab, right-click, then select HEAT options. The HEAT Integration dialog box opens. 4. To enable HEAT integration, select the Enable HEAT integration check box. 5. In the Data Source field, type the path to the HEAT data source you want to use, or click Select to locate the HEAT data source. 6. In the User ID and Password fields, type the User ID and password required to access the HEAT database. 7. Click OK. HEAT

235 Integration with ITSM 13-9 Integration with ITSM After installing HEAT and ITSM, it is necessary to add fields to the Table Editor in Administrator to ensure the correct mapping of field data between HEAT and ITSM. 1. Launch the HEAT Administrator module. 2. In the Administrator Dashboard, click the Create Edit Set link in the Customizing Your System section (or, in the Administrator main window, select from the menu bar either File>New Edit Set. the new Edit set is created and the Edit Set interface opens. 3. Open the Table Editor by clicking Open Table in the Edit Set interface. For more information on HEAT Administrator and the Table Editor, refer to "Table Editor". Create the following fields in the Table Editor by clicking the Add Field button: Field Name Size Field Type FusionProblemLink 50 Text FusionChangeLink 50 Text FusionCILink 50 Text FusionReleaseProjLink 50 Text ProblemNumber 50 Text 4. Type the Field Name, Size, Field Type, and the Description (optional). Administrator Guide

236 13-10 Integrations HEAT

237 A Resources Additional Documentation In addition to this guide, the following resources are available to provide you with information about IPCM: Online Help - Accessed by clicking the Help menu option in the Call Logging or Administrator module, and the Help icon in Web UI, online help provides topic overviews and step-by-step instructions to walk you through basic tasks, in addition to a comprehensive table of contents, index, and search function. HEAT Installation Guide - Provides the information needed to install HEAT, including system requirements and instructions for unattended installations. HEAT User Guide - Provides call takers with the information and procedures needed to track and resolve your organization s important issues in Call Logging. Note: Guides are available in PDF format from the Installation kit or from support.frontrange.com for maintenance customers. HEAT Plus Knowledge Installation Guide - Provides the information needed to install HPK, including system requirements, installation wizard procedure, and the HPK database schema. Training Courses - Information regarding training courses for FrontRange Solutions family of products can be found at:

238 A-2 Resources Contact Us Support Site FrontRange Solutions can answer your technical support questions about HEAT, FRS Foundation, GoldMine, and other FrontRange product families. Visit: Contact Information FrontRange Solutions Worldwide Headquarters 5675 Gibraltar Drive Pleasanton, CA USA TEL: and If calling from Canada, dial: Offices are also located in Latin America, Asia Pacific, Europe, and South Africa. For international contact information, go to the FrontRange Solutions Web site, click the Contact link at the top of the page, then click the Support or Offices tab. HEAT

239 Index A activity log defaults, 5-17 administrator main window, 2-9 administrator defaults, 5-32 assignment defaults, 5-4 assignment form design, 6-6 auto fill, 3-17 AutoTask view add AutoTasks to forms, 7-32 AutoTask view panel, 7-2 AutoTasks add to forms, 7-32 auto-ticket generation HEAT Messaging Center, 9-1 C call log form design, 6-4 call map defaults, 5-20 call status values defaults, 5-33 call tables, 3-13 call transfer defaults, 5-13 call types create, 7-13 calls unlock, 4-18 commit edit set, 7-6 compound tables, 3-10 configuration form design, 6-5 configuration tables, 3-13 configuration types create, 7-13 contact table associations, 8-6 counter defaults, 5-31 customer tables, 3-13 customer types create, 7-13 restricting access, 4-6 customize database, 7-1 D dashboard, 2-8 database customize, 7-1 defined, 3-3 delivered HEAT database, 3-5 demo data, 3-5 maintenance tools, 8-1 database maintenance contact table associations, 8-6 export data, 8-3 globally replace a value, 8-2 import data, 8-3 validation constraints, 8-4 database passwords, 4-17 defaults, 5-1 activity log, 5-17 activity record types, 5-17 admin, 5-32 assignment, 5-4 call map, 5-20 call status values, 5-33 call transfer, 5-13 counter, 5-31 enteo-heat integration, 5-12 GoldMine integration, 5-29 HEATBoard, 5-28 hours of operation, 5-5 knowledge search, 5-8 mail, 5-15 search order, 5-7 simple search, 5-2 system, 5-3 defaults setup, 5-1 definitions, 3-2 demo data, 3-5 design forms, 6-4

240 I-2 Index assignment, 6-6 call log, 6-4 configuration, 6-5 detail, 6-5 journal, 6-6 profile, 6-4 subset, 6-5 detail form design, 6-5 E edit set defined, 3-6 interface, 7-2 quick customize, 3-6 tabbed layout, 7-2 edit sets commit, 7-6 create, 7-5 customize, 7-2 open, 7-5 save, 7-6 defaults, 5-15 enable business rules, 7-10 enteo-heat integration defaults, 5-12 export data, 8-3 external tables, 3-11 F field attributes, 3-14 auto fill, 3-17 field defaults, 3-17 field formats, 3-15 field synchronization, 3-17 field types, 3-15 flags, 3-16 validation, 3-17 field defaults, 3-17 field formats, 3-15 create, 7-22 customize, 7-21 field list add fields to form, 7-30 field list panel, 7-2 field synchronization, 3-17 field types, 3-15 fields, 3-14 add to form, 7-22 add to grid, 7-23 create, 7-17 customize, 7-15 delete, 7-24 edit, 7-23 field definition dialog box, 7-17 new field wizard, 7-17 First Level Support (FLS), 5-8 flags, 3-16 form controls dynamic text, 7-41 dynamic text color, 7-40 format, 7-35 form editor, 7-24 controls toolbox, 7-28 form editor toolbar, 7-27 form wizard, 7-24 forms add AutoTasks, 7-32 add fields, 7-22, 7-30 add group box, 7-35 add image, 7-42 add image to command button, 7-38 add images and pictures, 7-42 add images to controls, 7-38 add line, 7-35 add live image, 7-43 add photo, 7-43 add picture to background, 7-44 add pictures to controls, 7-38 add report shortcuts, 7-33 add static image, 7-42 add titled box, 7-35 align controls, 7-41 change color, 7-41 command button, 7-38 control attributes, 7-36 create, 7-29 customize, 7-24 defined, 3-18 design, 6-4 dynamic control text, 7-41 dynamic control text color, 7-40 format controls, 7-35 format form, 7-41 master controls, 7-29 move controls, 7-41 open, 7-29 set tab order, 7-45 G global replace, 8-2 GoldMine integration defaults, 5-29 grids add fields, 7-23 arrange fields, 7-47 create, 7-46 customize, 7-45 edit, 7-48 open, 7-47 print, 7-47

241 Index I-3 H remove fields, 7-48 resize column width, 7-47 HEAT Messaging Center, 9-1 add, 9-3 components, 9-2 configure, 9-4 HMC general settings, 9-4 launch, 9-3 message disposal, 9-5 message rules, 9-20 message sources, 9-7 message storage, 9-6 process overview, 9-3 HEAT Plus Knowledge (HPK), 5-8 HEAT setup basic steps, 2-2 HEATBoard defaults, 5-28 HMC, 9-1 hours of operation defaults, 5-5 HSS add a message, 11-6 add logo, 11-7 attachments directory, 11-4 autotasks, 11-7 available values, 11-5 banner, 11-6 call groups, 11-9 call priorities, 11-5 call status, 11-6 call types, 11-5 change password, 12-2 common settings, 11-2 company information, 11-7 contact information, 11-7 customer types, 11-7 default call group, 11-7 disable logins, 11-4 display journals, settings, 11-7 enable password recovery, 11-4 enable registrations, 11-4 external tables, 11-2 HEATBoard issues, 11-7 HPK login options, 11-7 HPK search, 12-4 HPK setting, 11-4 issue search HSS edit issue, 12-5 journal filtering, 11-6 knowledge base search, 12-4 password required, 11-7 I password retrieval, 12-2 proxy analyst HSS rights, 11-7 service status, 11-2 session timeout, 11-2 submit issue, 12-4 submit service request, 12-6 subscribe to hot issue, 12-4 theme setting, 11-7 update user information, 12-2 user registration, 12-2 view set, 11-7 view ticket history, 12-5 view users, 11-2 import data, 8-3 integration Discovery, 13-1 GoldMine, 13-1 ITSM, 13-9 process for GoldMine, 13-4 J journal form design, 6-6 K keyboard shortcut keys, 2-3 knowledge search defaults, 5-8 L license software, 4-19 lock user accounts, 4-16 log in, 2-3 M mail defaults, 5-15 main window, 2-9 menu bar, 2-9 toolbar, 2-10 master controls, 7-29 modifications tracking, 7-11 N navigation, 2-8 new field wizard, 7-17 O ODBC defined, 3-4

242 I-4 Index open form, 7-29 open grid, 7-47 open table, 7-8 P passwords database passwords, 4-17 expiration, 4-21 profile form design, 6-4 R report shortcuts add to forms, 7-33 report view add report shortcuts to forms, 7-33 report view panel, 7-2 reset login IDs, 4-17 roles, 4-5 add, 4-7 assign users, 4-11 copy, 4-12 create, 4-7 define rights, 4-9 define table rights, 4-10 delete, 4-13 edit, 4-13 reassign user, 4-12 restricting access, 4-6 S search order defaults, 5-7 security roles, 4-5 users, 4-2 security setup, 4-1 shortcut keys, 2-3 simple search defaults, 5-2 subset form design, 6-5 system defaults, 5-3 system design, 6-1 system design questions, 6-2 System Settings, 5-3 system tables, 3-9 T table editor, 7-15 table editor toolbar, 7-16 table fields defined, 3-14 table types, 3-12 call tables, 3-13 call types, 7-13 configuration tables, 3-13 create, 7-12 customer tables, 3-13 customize, 7-12 table views, 3-13 create, 7-14 customize, 7-14 view sets, 3-14 tables categories, 3-8 compound, 3-10 create, 7-8 customize, 7-7 define rights, 4-10 defined, 3-7 delete, 7-12 enable business rules, 7-10 enable modifications tracking, 7-11 external, 3-11 external profile table, 7-9 external validation table, 7-10 key HEAT tables, 3-8 open, 7-8 system, 3-9 validation, 3-10 tables types configuration types, 7-13 customer types, 7-13 teams add, 4-14 assign users, 4-14 create, 4-14 delete, 4-16 edit, 4-15 remove users, 4-15 terminology, 3-2 terms, 3-2 U unified logins configure, 4-18 unlock calls, 4-18 unlock user accounts, 4-16 users, 4-2 add, 4-2 assign roles, 4-11 assign to team, 4-4 assign to teams, 4-14 create, 4-2 delete, 4-5 edit, 4-5 lock accounts, 4-16 monitor user accounts, 4-16 password expiration dates, 4-21 remove from team, 4-4

243 Index I-5 V remove from teams, 4-15 roles, 4-5 unlock accounts, 4-16 validation, 3-17 validation constraints, 8-4 validation tables, 3-10 view sets, 3-14 create, 7-14 views, 3-13 visual alerts, 7-40, 7-41 W Web-based Call Logging common settings, 11-2 external tables, 11-2 HPK setting, 11-3 service status, 11-2 session timeout, 11-2 SMTP settings, 11-3 view users, 11-2

244 I-6 Index