Tenrox and Microsoft Dynamics CRM Integration Guide

Tenrox Tenrox and Microsoft Dynamics CRM Integration Guide January, 2012 2012 Tenrox. All rights reserved.

About this Guide This guide describes the procedures for setting up integration between Microsoft (MS) Dynamics Customer Relationship Management (CRM) and Tenrox, as well as mapping, importing and exporting objects between Tenrox and MS Dynamics CRM. This guide is used to integrate MS Dynamics CRM with the following Tenrox releases: Tenrox 2011 R1 Tenrox 2011 R2 Tenrox 2011 R3 Tenrox Technical Support The Tenrox support specialists are trained to use, configure, and troubleshoot Tenrox in your specific enterprise environment. If you have any questions, you can reach us by: Calling (450) 688-3444 Sending an email to support@tenrox.com Tenrox Software License Agreement The Tenrox Software license agreement was reviewed and accepted during the installation procedure of this software in your environment. Copyright 2012 Tenrox. All rights reserved. You may not photocopy or share this document with any other party without express written permission from Tenrox. For additional information, please contact Tenrox at: Corporate site: www.tenrox.com Sales email: sales@tenrox.com Support email: support@tenrox.com Or click Help > Contents and Index from within Tenrox. Issue 1 www.tenrox.com

Tenrox and MS Dynamics CRM Integration The integration of MS Dynamics CRM and the Tenrox application offers users the flexibility to manage sales, marketing, and customer service operations, while using Tenrox to manage people, projects and business processes more efficiently by: Automating repetitive tasks Tracking actuals (time and expense) Centralizing internal business process activities and generating detailed, real-time analysis reports to analyze operations, as well as reduce costs, meet budgets, and improve project and service delivery 2012 Tenrox. All rights reserved. 3

Tenrox and MS Dynamics CRM Integration Setting Up Integration Between Tenrox and MS Dynamics CRM For integration purposes, MS Dynamics CRM is the master and Tenrox the slave to ensure that only one set of data exists in both applications. For example, if changes are applied to an object in MS Dynamics CRM that has already been imported into Tenrox, then MS Dynamics CRM (master) performs the updates in Tenrox (slave) when the object is re-imported. However, if Tenrox Key Performance Indicators (KPIs) are associated to the MS Dynamics CRM projects, then the KPIs are tracked in Tenrox and updated in MS Dynamics CRM. For more information, see Mapping Tenrox KPIs to the MS Dynamics CRM Fields. Note: The master/slave model is a communication protocol that is used to define the primary application (master) that controls and updates the objects of the secondary application (slave). The integration process between Tenrox and MS Dynamics CRM consists of the following steps: 1. Configuring the Tenrox CRM Integration Package. 2. Setting Up the Connection to MS Dynamics CRM. 3. Mapping Objects Between MS Dynamics CRM and Tenrox. 4. Mapping Tenrox KPIs to the MS Dynamics CRM Fields. 5. Importing Users and Contacts from MS Dynamics CRM into Tenrox. 6. Setting up Automated (Batch) Processing. 7. Exporting Projects from MS Dynamics CRM into Tenrox. Note: Only users with administrative rights can perform the integration setup process. 4 www.tenrox.com

Configuring the Tenrox CRM Integration Package Configuring the Tenrox CRM Integration Package The Tenrox CRM Integration package is configured in the MS Dynamics CRM environment to support integration with Tenrox. The configuration of the Tenrox CRM Integration package consists of the following steps: 1. Importing the Tenrox CRM Integration Package. 2. Customizing the Tenrox CRM Objects. 3. Setting Up User Integration Between Tenrox and MS Dynamics CRM. Importing the Tenrox CRM Integration Package The Tenrox CRM integration package maps the MS Dynamics CRM objects to the Tenrox objects by customizing the projects, accounts, contacts and users upon import. Note: Before importing the Tenrox CRM integration package into the MS Dynamics CRM application, copy the ASP.NET Web pages in C:\Program Files (x86)\tenrox\enterprisesoftware\crm\ms CRM 5.0\_Resources and paste them to the root folder of the IIS on the MS Dynamics CRM server; typically, c:\inetpub\wwwroot\_resources or c:\mscrm5\wwwroot\_resources. If the ASP.NET Web pages cannot be found, please contact your Tenrox representative. The ASP.NET Web pages ensure that when a project is opened in MS Dynamics CRM, the links work properly. To import the Tenrox CRM integration package: 1. Log on to MS Dynamics CRM and then click Settings in the navigation pane. 2. Under Customization, click Solutions and then click the Import button to open the Import Solutions dialog box. 3. Click the Browse button to locate the Tenrox CRM integration package and then click Next to process the files. Note: The Tenrox CRM integration package is located either on a local machine (CD/ DVD drive) or remote machine over the network. If the CRM integration package cannot be found, please contact your Tenrox representative. 4. Click View solution package details to view a list of the components that were imported and then click Close. Note: If any of the components are not processed successfully, an error message is displayed. 5. Click Next to import the customizations and then click Close to close the dialog box that displays whether the import process was successful or not. 6. Click Publish All Customizations to simultaneously publish the customizations for the unpublished components. Note: The imported customizations must be published before they are available. 2012 Tenrox. All rights reserved. 5

Tenrox and MS Dynamics CRM Integration Customizing the Tenrox CRM Objects After the customizations are imported into MS Dynamics CRM, the account and project objects are modified to establish a connection between MS Dynamics CRM and the Tenrox server. To customize the Tenrox CRM objects: 1. Log on to MS Dynamics CRM and then click Settings in the navigation pane. 2. Under Customization, click Customizations and then click the Customize the System link. 3. Click Web resources in the navigation pane to display the objects imported by Tenrox. 4. Click the Account_main_library.js and the Tenrox_Project_main_library.js links respectively to open the Web Resource dialog box for each of the selected objects. 5. Click the Text Editor button to edit the Account_main and Tenrox_Project_main Web resources: Find the following line and replace <TenroxApplicationServer> with the Tenrox organization URL: var stenroxservername = '<TenroxApplicationServer>'; // no http Find the following line and replace <TenroxOrganizationName> with the Tenrox organization name: var stenroxorganizationname = '<TenroxOrganizationName>'; Find the following line and replace <CRMServer> with the CRM server name: var mscrmurl = '<CRMServer>'; //no http Note: Tenrox recommends using the domain name to specify the server names. Also, the organization name is case sensitive and needs to match the initial entry. For Hypertext Transfer Protocol Secure (HTTPS) connections, find the following string and add the letter s after http in the line stenroxlink = "http://"for example, stenroxlink = "https://" } else { var suserid = GetLoggedUserId(); if (crmform.objectid!= null) { stenroxlink = "http://" + stenroxservername + "/tenterprise/core/base/logon- CRM.aspx?orgname=" + stenroxorganizationname + "&SFsessionid=" + suserid + "&extapplication=mscrm" + "&OppId=" + crmform.objectid.tostring().replace('{', '').replace('}', '') + "&OppName=" + sprojectname; } 6. Click OK to close the form editor and then click Save and Close to save the changes and close the Web Resource page for the selected object. 7. Click the Save and Close button to save the changes and close the Web resources page. 8. To publish the Account_main and Tenrox_Project_main objects, see Exporting Projects from MS Dynamics CRM into Tenrox. 6 www.tenrox.com

Configuring the Tenrox CRM Integration Package 2012 Tenrox. All rights reserved. 7

Tenrox and MS Dynamics CRM Integration Setting Up User Integration Between Tenrox and MS Dynamics CRM The customization of the client and user objects maps the clients between Tenrox and MS Dynamics CRM. To allow the import of users into Tenrox, the following information is required: Tenrox ID: displays a unique identifier for each user published to Tenrox; a unique identifier is created for each new user imported into Tenrox Note: The unique identifier is created automatically in Tenrox and should never be modified in MS Dynamics CRM since the identifier is used to map the user between Tenrox and MS Dynamics CRM. TenroxImportFlag: defines whether a selected CRM user is imported into Tenrox Note: The Tenrox ID and TenroxImportFlag can be dragged and dropped in any section of the form. To customize the user and client objects: 1. Log on to MS Dynamics CRM and then click Settings in the navigation pane. 2. Under System, click Administration and then click the Users link. 3. Click each CRM user in the list and then locate the TenroxImportFlag option to define whether or not the selected user will be imported into Tenrox. Select Yes to import the user into Tenrox or No to not import the user into Tenrox. 4. Click Save & Close to save the changes and close the form. The TenroxImportFlag and Tenrox ID fields are now visible when editing or viewing user information. 5. Click the Customize tab and then select the check boxes of the users that you want to publish to Tenrox. 6. Click the All Customizations button to publish the customizations for the selected users. 7. To publish the projects to Tenrox, see Exporting Projects from MS Dynamics CRM into Tenrox. 8 www.tenrox.com

Setting Up the Connection to MS Dynamics CRM Setting Up the Connection to MS Dynamics CRM Before users can integrate with MS Dynamics CRM, a connection must first be established between MS Dynamics CRM and Tenrox. The connection to MS Dynamics CRM is configured using the Tenrox application. To set up the MS Dynamics CRM connection: 1. Log on to the Tenrox application. 2. Click Setup>Organization>System and then click the CRM button to open the CRM Integration page. 3. Select Microsoft CRM from the CRM System list and then click Save. 4. Click the Options button to open the CRM Integration Options page. 5. Enter the URL of the server where MS Dynamics CRM is installed, as well as your Logon Id and Password, to log on to the MS Dynamics CRM application. Note: The URL format is http://servername:portnumber. The servername is the name or IP address of the MS Dynamics CRM server and the portnumber is the Web service port number used by MS Dynamics CRM. 6. Select the Automatically import Contacts check box to automatically import a client s associated contacts for a project when the accounts are imported from MS Dynamics CRM to Tenrox. 7. Select the Automatically import Projects check box to automatically import all projects created in MS Dynamics CRM to Tenrox. Note: If the Automatically import Contacts and the Automatically import Projects options are not selected, the contacts associated with the client and the projects created in MS Dynamics CRM are not automatically imported to Tenrox when the CRM Users and Contacts Import and CRM Data Exchange services are running. For more information, see Setting up Automated (Batch) Processing. 8. Click the Test Connection link to verify the connection between Tenrox and MS Dynamics CRM. 9. Click Save to save the changes. 10. Click the Mapping tab to display a list of fields that can be mapped between the MS Dynamics CRM and Tenrox; for more information, see section Mapping Objects Between MS Dynamics CRM and Tenrox. 2012 Tenrox. All rights reserved. 9

Tenrox and MS Dynamics CRM Integration Mapping Objects Between MS Dynamics CRM and Tenrox The mapping of objects between MS Dynamics CRM and Tenrox ensures that the information is transferred properly and reliably during the import and export processes. After the MS Dynamics CRM connection is set up, the system automatically maps certain MS Dynamics CRM and Tenrox fields by default. Note: The preconfigured fields provided by the system can be customized and addition fields can also be configured. However, Key Performance Indicators (KPIs) are not mapped automatically and need to be manually configured. For more information, see section Mapping Tenrox KPIs to the MS Dynamics CRM Fields. Since the mapping of fields for all MS Dynamics CRM and Tenrox objects is similar, the mapping of CRM Users to Tenrox Users example serves as a reference of how to define the fields for all other objects, including: CRM Accounts to Tenrox Clients CRM Contacts to Tenrox Contacts CRM Projects to Tenrox Projects Tenrox KPIs to CRM Projects; for more information, see Mapping Tenrox KPIs to the MS Dynamics CRM Fields Object Level Mapping Between MS Dynamics CRM and Tenrox Users Accounts Contacts Projects Projects CRM Items Users Clients Contacts Projects Tenrox KPIs Tenrox Items To map CRM Users to Tenrox Users: 1. Log on to Tenrox. 2. Click Setup>Organization>System and then click the CRM button to open the CRM Integration page. 3. Click the Options button to open the CRM Integration Options page. Note: Ensure that the MS Dynamics CRM connection is set up; for more information, see Setting Up the Connection to MS Dynamics CRM. 4. Click the Mapping tab and then the CRM Users to Tenrox Users link to open the Map User Fields page. The Map User Fields page lists all the fields that can be imported to the Tenrox Users profile. 10 www.tenrox.com

Mapping Objects Between MS Dynamics CRM and Tenrox 5. Click the Copy and Associate icon to create the user-defined fields in Tenrox and associate them to the Tenrox Users profile. Note: When the Copy and Associate icon is gray ( ), the field exists in the Tenrox Users profile and is already mapped. When the Copy and Associate icon is blue ( ), the entry does not exist in the Tenrox Users profile and is not mapped. If a user-defined field with the same name and type already exists in Tenrox, then the system automatically maps the imported CRM field to the existing user-defined field. 6. Verify that the appropriate Tenrox field is specified and assign a tab for each CRM field. For more information on mapping fields, see the table Object Level Mapping Between MS Dynamics CRM and Tenrox. Note: The User Defined Fields Tab column displays the tab under which the CRM field appears. To verify that the field is displayed under the assigned tab, click Setup>Organization>Users and select a user from the list to open the User Edit page, then click the specified tab to view the field. 7. Click the User Defined Fields link to map specific fields as user-defined fields, as well as view a list of all user-defined fields created under each tab for the users in Tenrox. 8. Click the Save link to save the changes and then click the Back link. Note: A placeholder name can also be defined for the objects when mapping the CRM Accounts to Tenrox Clients and CRM Project to Tenrox Projects. 2012 Tenrox. All rights reserved. 11

Tenrox and MS Dynamics CRM Integration Mapping Tenrox KPIs to the MS Dynamics CRM Fields Tenrox provides Key Performance Indicators (KPIs) to help companies monitor the efficiency of their projects and employees against operational targets. The Tenrox KPIs track and transfer specific project-related information from Tenrox to MS Dynamics CRM using a set of KPI fields. The KPI fields are created as custom fields in MS Dynamics CRM and then associated to the projects; for information on creating custom fields, refer the MS Dynamic CRM user guide. After the Tenrox KPI fields are created and associated, the KPI fields are mapped to the Tenrox project fields. Note: Since all updates to the KPI fields originate in Tenrox, Tenrox is the primary application (master). The information between MS Dynamics CRM and Tenrox is synchronized through the Automation Processing options; for more information, see Setting up Automated (Batch) Processing. To map the Tenrox KPIs to MS Dynamics CRM fields: 1. Log on to Tenrox. 2. Click Setup>Organization>System and then click the CRM button to open the CRM Integration page. 3. Click the Options button to open the CRM Integration Options page. Note: Ensure that the MS Dynamics CRM connection is set up; for more information, see Setting Up the Connection to MS Dynamics CRM. 4. Click the Mapping tab and then click the Tenrox KPIs to CRM Projects link to open the Map Tenrox KPI Fields page that lists all the Tenrox project fields that can be associated to the Tenrox KPI fields created in the MS Dynamics CRM application. 5. Select the corresponding MS Dynamics CRM field from the CRM Fields list for each of the Tenrox KPI fields that you want to map. The CRM Fields lists are filtered based on the data type of the corresponding Tenrox field. Note: Only the Tenrox KPI fields created in MS Dynamics CRM are displayed in the CRM Fields lists. Therefore, Tenrox KPI fields that are not created in MS Dynamics CRM, do not display in the CRM Fields lists. 6. Click the Back link when the mapping of the fields between the Tenrox and MS Dynamics CRM is completed. After the fields are mapped, the information is transferred to MS Dynamics CRM projects when automation processing is scheduled to run. 12 www.tenrox.com

Importing Users and Contacts from MS Dynamics CRM into Tenrox Importing Users and Contacts from MS Dynamics CRM into Tenrox The users and contacts are imported from MS Dynamics CRM into Tenrox from the Tools menu. Note: If MS Dynamics CRM contacts are not associated to any MS Dynamics CRM accounts already imported to Tenrox, then they are not imported. To import users and contacts to Tenrox: 1. Click Tools>Import>CRM. 2. Under Import List Selection, select the Users and Contacts check boxes to import the users and contacts respectively from MS Dynamics CRM into Tenrox. 3. Click the Import using service or the Import link to start the import process. During the import process, only the CRM contacts associated to already imported CRM accounts are imported. Note: The Import using service option allows users to move to other pages while the import process is in progress. The Import option forces an immediate import and does not allow users to move to other pages while the import process is in progress. 4. Click the Cancel link to cancel an import process that is not in progress. Note: An import process cannot be cancelled once it is in progress. 5. Click the Logs link to display the following information: Type: message type, options include Error or Message CRM Object: type and name of object imported from MS Dynamics CRM Imp/Exp: type of activity performed, options include Import or Export Results: type and name of the object created in Tenrox Date/Time: date and time of import Source: name of the user who performed the import from Tenrox Note: To delete all message logs, click the Clear Logs link and then click the Back link to return to Import List Selection page. 6. Click Setup>Work>Clients and a client from the list to open the Client Edit page, then click the Contacts button to open the Contact List page that displays a list of the imported contacts. 7. Click Setup>Organization>Users to open the Users page that displays a list of the imported users. By default, the Standard User security profile is assigned to all users imported from MS Dynamics CRM. 2012 Tenrox. All rights reserved. 13

Tenrox and MS Dynamics CRM Integration Setting up Automated (Batch) Processing The MS Dynamics CRM automation processing options are used to automatically update information between MS Dynamics CRM and Tenrox. Setting up automated processing for MS Dynamics CRM and Tenrox integration ensures that the information is synchronized in both systems. Note: If information updated directly in Tenrox differs from the information in MS Dynamics CRM, then it is overwritten on the next import from MS Dynamics CRM. To transfer project-related information from Tenrox to MS Dynamics CRM, the Tenrox KPI fields are associated to the projects in MS Dynamics CRM; for more information, see Mapping Tenrox KPIs to the MS Dynamics CRM Fields. From the Automation Processing Options page, the following CRM services can be automated: CRM Data Exchange: updates the information of projects, users and contact data, as well as imports projects, from MS Dynamics CRM to Tenrox and updates KPIs from Tenrox to MS Dynamics CRM CRM Users and Contacts Import: imports and updates the information of users and contacts from MS Dynamics CRM to Tenrox Note: To automate the processing of the CRM Users and Contacts Import and CRM Data Exchange services, ensure that the Automatically import Contacts and the Automatically import Projects check boxes are selected; for more information, see Setting Up the Connection to MS Dynamics CRM. To set up automated processing for MS Dynamics CRM and Tenrox integration: 1. Click Setup>Organization>System and then click the Automation button to open the Automation Processing Options page. 2. Click the Enable Automation Processing check box to enable the automatic processing feature. 3. Click the CRM Data Exchange and CRM Users and Contacts Import check boxes to enable the services or click each service to open the Automation Service Setup page to edit the following: Start Date: start date of processing; set by default to the date when batch service was initialized Start Time: time the service starts the processing; set by default to 01:00 End Date: end date of the processing; set by default to Open Ended End Time: time the service stopped the processing; set by default to 23:59 Time Zone: time zone of the processing time; set by default to the server time zone Process Every: frequency service is processed (Minute/ Hour/ Day/ Week/ Month/ Year); set by default to one day Last Process: date and time of the last automated background process Status: status of the process (successful or unsuccessful) Enable Service: indicates if the service is enabled or disabled Description: description of the process 4. Click the Save link to save the changes and then the Back link to return to the Automation Processing Options page. 5. Click the Save link to save the changes and then the Back link to return to the System page. 14 www.tenrox.com

Exporting Projects from MS Dynamics CRM into Tenrox Exporting Projects from MS Dynamics CRM into Tenrox When exporting projects from MS Dynamics CRM, the associated accounts and users are automatically exported to Tenrox. The associated contacts for the corresponding accounts can also be exported as long as the Import Contacts option is selected; for more information, see Setting Up the Connection to MS Dynamics CRM. Before exporting projects from MS Dynamics CRM into Tenrox, the projects are associated to the MS Dynamics CRM accounts. For more information on accounts, as well as viewing the reports, see the following: Working with MS Dynamics CRM Accounts in Tenrox Viewing the MS Dynamics CRM Reports To export projects from MS Dynamics CRM into Tenrox: 1. Log on to MS Dynamics CRM and the click Settings in the navigation pane. 2. Under Customization, click Customizations and then click the Customize the System link. 3. Click Web resources in the navigation pane to display the objects imported by Tenrox. 4. Select the check boxes of the Account_main and Tenrox_Project_main objects and then click the Publish All Customization button to publish all unpublished components simultaneously. 5. Click the Save and Close button to save the changes and close the Web resources page. Working with MS Dynamics CRM Accounts in Tenrox When MS Dynamics CRM projects are exported into Tenrox, their associated accounts associated are automatically exported. The following rules apply when exporting MS Dynamics CRM accounts to Tenrox: If an account is deleted in MS Dynamics CRM that has associated entries in Tenrox, then it cannot be deleted in Tenrox; however, if the account does not have any associated entries in Tenrox, then it can be deleted in Tenrox using the Automation Processing options Note: This rule also applies to exported projects, users, and contacts. If an account is created with the same name as an existing account in MS Dynamics CRM, the export mechanism creates an account with a suffix for each name to distinguish the multiple accounts; for example, ClientName-1 // ClientName-2 //... Note: MS Dynamics CRM accounts are referred to as clients in Tenrox. If a Tenrox client has the same name as the CRM account, then the Tenrox client (account) is overwritten during the export process by the MS Dynamics CRM account 2012 Tenrox. All rights reserved. 15

Tenrox and MS Dynamics CRM Integration Viewing the MS Dynamics CRM Reports After a project is exported to Tenrox, the following reports can be viewed: Project Utilization Report Displays the total number of actual hours and actual billable hours logged against a project. If a work plan is set for the project, then the forecasted hours and forecasted billable hours are also displayed in the report. The information is grouped by project, as well as resources, weeks, and days of week. Project Utilization by Month Displays the total number of actual hours and actual billable hours logged against the project. If a work plan is set for the project, then the forecasted hours and forecasted billable hours are also displayed in the report. The information in this report is grouped by project, as well as months and resources. Project Utilization by Week Displays the total number of actual hours and actual billable hours logged against the project. If a work plan is set for the project, then the forecasted hours and forecasted billable hours are also displayed in the report. The information is grouped by project, as well as weeks and resources. Project Profitability Displays the total amount of payable and billable entries, such as time, charges and expenses, that are already created against the project tasks. The report also displays the total amount of entries that are already billed to the client. The information is grouped by project, type of entries, such as time, charges and expenses, and resources. Client Utilization Summary Displays the total number of actual hours and actual billable hours logged against all projects associated with the client. If a work plan is set for the projects, then the forecasted hours and forecasted billable hours are also displayed in the report. The information is grouped by client, projects and resources. Client Profitability Displays the total amount of all payable and billable entries, such as, time, charges and expense, that are already created against the tasks of all projects associated with the client. The report also displays the total amount of entries that are already billed to the client. The information is grouped by client, projects and type of entries. 16 www.tenrox.com