HEAT Administrator Guide

HEAT Administrator Guide Version 9.5 3/10

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) 2007-2008 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-2.1.3- Copyright (c) 1999-2008 by Bruno Lowagie and Paulo Soares. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; javassist Copyright (c) 1999-2003 Shigeru Chiba. All Rights Reserved. which is licensed under the GNU LESSER GENERAL PUBLIC LICENSE v2.1; antlr 2.7.6 Copyright (c) 2003-2006, Terence Parr. All rights reserved. asm Copyright (c) 2000-2005 INRIA, France Telecom. All rights reserved. dom4j-1.6.1 Copyright (c) 2001-2005 MetaStuff, Ltd. All Rights Reserved. jaxen-1.1.1 Copyright (c) 2003-2006 The Werken Company. All Rights Reserved. Slf4j-1.5 Copyright (c) 2004-2008 QOS.ch. All rights reserved. Joda Time Copyright (c) 2001-2004 Stephen Colebourne c3p0 2006 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: www.frontrange.com (Jan 2010)

Table of Contents Welcome to Administrator What s New................................................................ 1-2 Getting Started Setting Up Your System...................................................... 2-2 Launch Administrator....................................................... 2-3 Shortcut Keys............................................................... 2-3 Navigate Administrator...................................................... 2-8 Administrator Dashboard................................................. 2-8 Administrator Main Window.............................................. 2-9 How HEAT Works Key Terms and Concepts..................................................... 3-2 What is a Database?......................................................... 3-3 HEAT Database......................................................... 3-4 HEAT Interface.......................................................... 3-4 Delivered HEAT Database................................................ 3-5 Customizing Your Database............................................... 3-5 What is an Edit Set?......................................................... 3-6 Committing an Edit Set................................................... 3-6 Quick Customize........................................................ 3-6 What is a Table?............................................................ 3-7 Tables in HEAT......................................................... 3-7 Key Tables.............................................................. 3-8 Table Categories......................................................... 3-8 Table Types............................................................ 3-12 Table Views............................................................ 3-13 What is a Field?............................................................ 3-14 HEAT Fields........................................................... 3-14 Field Attributes......................................................... 3-14 What is a Form?........................................................... 3-18 HEAT Forms........................................................... 3-18

iv Table of Contents Setting Security Users...................................................................... 4-2 Add Users.............................................................. 4-2 Assign User to a Team................................................... 4-4 Remove User from a Team................................................ 4-4 Edit Users.............................................................. 4-5 Delete Users............................................................ 4-5 Roles...................................................................... 4-5 Restricting Access to Customer Types...................................... 4-6 Add Roles.............................................................. 4-7 Define Role Security Rights............................................... 4-9 Define Role Table Rights................................................ 4-10 Assign Users to Roles................................................... 4-11 Remove Users from Roles............................................... 4-12 Copy Roles............................................................ 4-12 Edit Roles............................................................. 4-13 Delete Roles........................................................... 4-13 Teams.................................................................... 4-13 Add Teams............................................................ 4-14 Assign Users to Teams.................................................. 4-14 Remove Users From Teams.............................................. 4-15 Edit Teams............................................................ 4-15 Delete Teams.......................................................... 4-16 Controlling User Accounts.................................................. 4-16 Monitor User Accounts.................................................. 4-16 Lock/Unlock User Accounts............................................. 4-16 Reset Login IDs........................................................ 4-17 Setting Database Passwords................................................. 4-17 Locked Calls.............................................................. 4-18 Configure Unified Logins................................................... 4-18 Software Licensing......................................................... 4-19 Setting Expiration Dates on HEAT Passwords................................. 4-21 Setting Defaults Simple Search Defaults...................................................... 5-2 System Settings............................................................. 5-3 System Defaults......................................................... 5-3 Assignment Defaults..................................................... 5-4 Hours of Operation Defaults................................................. 5-5 Search Defaults............................................................. 5-7 Search Order Defaults.................................................... 5-7 Knowledge Search Defaults............................................... 5-8 enteo Integration Setup Defaults............................................. 5-12 Call Transfer Setup Defaults................................................. 5-13 Transfer via E-Mail..................................................... 5-13 System Transfer........................................................ 5-14 Mail Defaults.............................................................. 5-15 Activity Log Defaults....................................................... 5-17 Activity Log Preferences................................................. 5-17 HEAT

Table of Contents v Activity Log Group Delete Defaults....................................... 5-18 Activity Record Types Defaults........................................... 5-18 Call Map Defaults......................................................... 5-20 Add Default Categories................................................. 5-20 Add Default Call Information Fields...................................... 5-21 Add Default Customer Information Fields................................. 5-22 Add Default Assignment Information Fields............................... 5-23 Add Assignment Subnodes.............................................. 5-24 Define Labels for Call Map Assignments................................... 5-25 Add Default Journal Information Fields................................... 5-26 Define Labels for Call Map Journals....................................... 5-27 HEATBoard Setup Defaults................................................. 5-28 GoldMine Integration Setup Defaults......................................... 5-29 Counter Setup Defaults..................................................... 5-31 Admin Defaults........................................................... 5-32 Administrator Default Paths............................................. 5-32 Form Font Defaults..................................................... 5-33 Grid and Dialog Font Defaults........................................... 5-33 Call Status Values Defaults.................................................. 5-33 Designing Your System Developing a System Plan................................................... 6-2 System Design Questions................................................. 6-2 Designing Forms........................................................... 6-4 Customizing Your Database Customization Process...................................................... 7-2 Edit Sets................................................................... 7-2 Edit Set Interface........................................................ 7-2 Working with Edit Sets................................................... 7-5 Tables..................................................................... 7-7 Working with Tables..................................................... 7-7 Table Types............................................................ 7-12 Table Views........................................................... 7-14 Fields.................................................................... 7-15 Table Editor........................................................... 7-15 Create Fields........................................................... 7-17 New Field Wizard...................................................... 7-17 Create Fields Using the Field Definition Dialog Box......................... 7-17 Field Formats.......................................................... 7-21 Working with Fields.................................................... 7-22 Forms.................................................................... 7-24 Form Wizard.......................................................... 7-24 Form Editor............................................................ 7-24 Create Forms.......................................................... 7-29 Open Forms........................................................... 7-29 Add Fields to Forms.................................................... 7-30 Add AutoTasks to Forms................................................ 7-32 Add Report Shortcuts to Forms........................................... 7-33 Administrator Guide

vi Table of Contents Add Other Controls to Forms............................................ 7-34 Format Form Controls................................................... 7-35 Format Forms.......................................................... 7-41 Grids..................................................................... 7-45 Create Grids........................................................... 7-46 Open Grids............................................................ 7-47 Arrange Fields in Grids................................................. 7-47 Print Grids............................................................ 7-47 Resize Grid Column Widths............................................. 7-47 Edit Grids............................................................. 7-48 Removing Fields from Grids............................................. 7-48 Maintaining Your Database Globally Replace a Value.................................................... 8-2 Import Data................................................................ 8-3 Export Data................................................................ 8-3 Validation Constraints....................................................... 8-4 Contact Table Associations................................................... 8-6 Setting up Contact Table Associations...................................... 8-6 Associating Contact Tables............................................... 8-7 HEAT Messaging Center How HEAT Messaging Center Works......................................... 9-2 Configure the HEAT Messaging Center........................................ 9-4 HMC General Settings Tab................................................ 9-4 Message Disposal Settings Tab............................................ 9-5 Messaging Storage Tab................................................... 9-6 Configure Message Sources............................................... 9-7 Messaging Rules....................................................... 9-20 Enable Message Processing.............................................. 9-41 HEAT Survey Configuration............................................................. 10-2 Create a Survey............................................................ 10-2 Send Surveys.............................................................. 10-4 Working with Surveys...................................................... 10-6 View Survey Status........................................................ 10-8 View Survey Results....................................................... 10-8 HEAT Self Service Configuration Open the Web Server Configuration Tool..................................... 11-2 Service Status............................................................. 11-2 Common Settings.......................................................... 11-2 Call Logging Settings....................................................... 11-3 HEAT Self Service Settings.................................................. 11-3 General Options........................................................ 11-4 Call Types............................................................. 11-5 Call Priorities.......................................................... 11-5 HEAT

Table of Contents vii Call Status............................................................. 11-6 Journal Filtering........................................................ 11-6 HSS Banner............................................................ 11-6 Email Settings.......................................................... 11-7 Visual Settings......................................................... 11-7 Customer Types........................................................ 11-7 Call Groups............................................................ 11-9 HEAT Self Service Register as a User.......................................................... 12-2 Log in.................................................................... 12-2 Retrieve Forgotten Password................................................ 12-2 Modify Account Information................................................ 12-2 Change Password...................................................... 12-3 Password Retrieval Question............................................. 12-3 Modify Your Profile.................................................... 12-3 Subscribe to a Hot Issue.................................................... 12-4 Search the Knowledge Base................................................. 12-4 Submit a New Issue........................................................ 12-4 View Issue Ticket History................................................... 12-5 Search for an Issue Ticket................................................ 12-5 Edit an Issue Ticket..................................................... 12-6 Submit a Service Request................................................... 12-6 Log out................................................................... 12-6 Integrations Integrating HEAT with Other Products....................................... 13-1 Integration with FrontRange Centennial Discovery............................. 13-1 Integration with GoldMine.................................................. 13-1 How Integration with GoldMine Works................................... 13-1 Integration Process..................................................... 13-4 Integration with ITSM...................................................... 13-9 Resources Additional Documentation................................................... A-1 Contact Us................................................................. A-2 Index Administrator Guide

viii Table of Contents HEAT

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

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 the @FieldFromSubject description in the Source Field table in the "To Add Messaging Rule Filters" procedure), html-formatted email and the ability to specify a From and Reply to email address for success/failure email (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

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

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

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

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

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

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

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

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

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

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