RangerMSP Wiki - PSA software for MSPs and IT services providers - User contributions [en]

File:To-do-list1.png

2014-09-03T11:14:21Z

Robert: Robert uploaded a new version of "File:To-do-list1.png"

File:To-do-list1.png

2014-09-03T11:13:02Z

Robert: Robert uploaded a new version of "File:To-do-list1.png"

Continuum Link

2014-09-02T11:07:42Z

Robert: /* Uninstall CommitCRM RMMServer Service */

=Introduction=
The CommitCRM-Continuum Integration automatically creates tickets in CommitCRM from alerts and service tickets generated by the Continuum system, or from tickets created manually by the Continuum NOC. Users can then close the Ticket in CommitCRM, and it will be closed in Continuum.

The CommitCRM integration with Continuum includes:

# Two-ways Ticket Integration.
#* Continuum’s Tickets create Tickets in CommitCRM.
#* Closing a Ticket in CommitCRM closes the Ticket in Continuum.
#* CommitCRM Tickets can be assigned to Continuum’s NOC / Service Desk.
#* New Tickets in Continuum can be created from CommitCRM’s Tickets
#* Comments for Tickets can be sent from CommitCRM to Continuum.
# The ability to link Account to Site in Continuum or create Account from Site.
# The ability to link Asset to Device in Continuum or create Asset from Device.

Once the CommitCRM-Continuum Integration has been configured, Continuum
Ticketing System is disabled and Ticket management is performed solely in CommitCRM.

Ticket can still be viewed in Continuum (read-only); however, the master Ticket is managed in CommitCRM. When closing a Ticket in CommitCRM it is closed in Continuum. When closing a Ticket in Continuum it adds a History Note to the Ticket in CommitCRM, however, the Ticket stays open.

'''''Technical Note''''' 
''The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all alerts and Tickets from Continuum and creates the Ticket in CommitCRM.''

=Continuum Settings=
This section describes the Setup steps required in the Continuum Portal in order to start working with CommitCRM as your PSA system in Continuum.
 
'''Important Notes''':
# Once the CommitCRM-Continuum Integration has been configured on Continuum Portal, it takes a few hours (up to 24 hours) until the new settings apply on the Continuum back-end. Note that even if all settings seem correct on Continuum side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.
# Once CommitCRM is activated as your PSA in Continuum Portal, Continuum Ticketing System is disabled and Ticket management is performed solely in CommitCRM.
# Since all Ticket Management is disabled in Continuum, Continuum email alerts for Tickets will also be disabled, and you will no longer get email alerts for new Tickets from Continuum Portal. In case you want to receive email alerts for new Tickets (arriving from Continuum Portal) via CommitCRM, you may consider using Commit Alerts Server module, which sends email alerts for new updates in the CommitCRM system. See more details in [[Alerts_Server|Commit Alerts Server]].
 
To allow CommitRMM service to connect with Continuum and sync with it, a Continuum Partner Security code (also known as PSG) is required.

To setup Continuum PSG:

# Login to the Continuum Portal with Admin account and go to ''Setup''.
# The ITS Portal Setup window is displayed. Click ''PSA integration'' in the left column. [[File:Continuum_link_settings.png]] 
# Click the link “CommitCRM” option. [[File:Continuum link generate code.png]] 
# Copy the Security Code on the screen and click '''Enable'''. This will lock the Code to your account. Use this Code to complete the configuration in CommitCRM. See [[Continuum_Link#CommitCRM_Setup|CommitCRM Setup]].
# Now on the same page click '''Activate'''. You will receive message “CommitCRM Activated Successfully”. [[File:Continuum link activate.png]] 
# After receiving the "Activated successfully" message, it takes a few hours until the new settings apply on the Continuum back-end. Note that even if all settings seem correct on Continuum side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.

 
[http://continuum.helpdocsonline.com/#psa-integration For more details on Continuum Setting, click to review the Continuum configuration guide]

 

=CommitCRM Setup=
'''Please make sure to enable the integration with CommitCRM on the Continuum side (see [[Continuum_Link#Continuum Settings|Continuum Settings]]) before you proceed with the CommitCRM side setup below.'''
 
To set up CommitCRM to work with Continuum, the following steps are required:

# Backup CommitCRM Database.
# Initialize Continuum PSG.
# Install CommitRMMServer.
# Validate CommitRMMServer downloads Continuum Sites and Devices to the CommitCRM server.
# Link Accounts and Assets in CommitCRM(*) to Sites in and Devices Continuum.
# Enable Continuum Integration.
 
''* Note: 
''The full integration with Continuum on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link Continuum Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets arrive before the links take place. Once all Accounts are linked, users should enable the integration, see [[Continuum_Link#Enable_Continuum_Integration|Enabling Continuum Integration]] ''.

==Backup CommitCRM Database==
Before starting to work with the Continuum integration, make sure to [[Backup_and_Restore_FAQ|backup your CommitCRM database]].

The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

==Initialize Continuum PSG==
After you finish setting up the Security Code (PSG) at the Continuum Portal (see [[Continuum_Link#Continuum Settings|Continuum Settings]]), you can move on to the next step and enter the PSG into CommitCRM settings.
 
To initialize the PSG in CommitCRM:
* Open <Installation_DIR>\RMM\CMTZenithLink.ini
* Copy the Security Code value from Continuum PSA Settings window as described above in [[Continuum_Link#Continuum_Settings|Continuum Settings]], and paste your Continuum Partner Security Code as the value for token PSG:
PSG=<Your-Continuum-Security-Code>
* Save your changes.
 

==Install CommitCRM RMMServer Service==
After you finish setting up all of the required settings (see [[Continuum_Link#Initialize_Continuum_PSG|Initialize Continuum PSG]]), you can move on to the next step and install the CommitCRM RMMServer service.

The CommitRMMServer runs as a Windows Service on your server.

'''Before you install the CommitCRM RMMServer'''
#Make sure to complete the Setup steps prior to installing the Windows Service.
#Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

This part of the installation should be performed on the server itself.
When logged in to the server with a Window's Administrator account, open a command prompt window and enter the following command:

<Installation_DIR>\RMM\CommitRMMServer.exe -install

''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''

A Window's service called CommitCRM RMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".
 
'''Start Service''': 
Using the Window's Services Management window start the service (right-click > Start). Make sure that it is set to start automatically (Startup type > Automatic) each time the server is restarted.

 

==Download Sites and Devices Files==
In order for the Tickets arriving from Continuum to be created for the correct Account and Asset, all Continuum Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.
 
Managing the links requires downloading the list of Sites and Devices from Continuum. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the Continuum Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.
 
''(*)Important Note: After the CommitCRM-Continuum Integration has been configured on Continuum Portal, it takes a few hours (up to 24 hours) until the new settings apply on the '''Continuum back-end'''. Note that even if all settings seem correct on Continuum side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.''
 
 

Once the settings have been applied at Continuum Portal (which can take a few hours, see note above), and the CommitCRM RMMServer is activated, it tries to connect to Continuum and download the following files:

* <server>\CommitCRM\Dbsys\ZenithSites_RMAZenithINFOTECHID1.cmt
* <server>\CommitCRM\Dbsys\ZenithDevices_RMAZenithINFOTECHID1.cmt

Both files are used by the Continuum Links manager in CommitCRM client to link Continuum Sites and Devices to equivalent CommitCRM Accounts and Assets.

Make sure both files exist before moving on to the next step which is Linking Accounts and Assets.

'''Handling Errors''' 
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Continuum Links Manager (e.g. from Accounts > Tools > Open Continuum Links Manager). In such case, refer to the [[Continuum_Link#Troubleshooting|Troubleshooting]] section.

==Link Accounts and Sites==
When a Ticket arrives from Continuum it is created in CommitCRM and automatically linked to the Account which is associated with the Site specified for the Ticket. In case the Site is not associated to any CommitCRM Account, a temporary Account is created and the Ticket is linked to it. 
To avoid redundant temporary Accounts from being created, all Continuum Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See [[Continuum_Link#Enable_Continuum_Integration|Enable Continuum Integration]].

'''Link Accounts to Sites''' 
Before starting to work with the Continuum Integration, an Administrator must first link all Accounts to the equivalent Sites in Continuum. This step is required in order for Tickets arriving from Continuum to be opened under the correct Account.

To Link Accounts to Sites in Continuum see [[Continuum_Link#Link_Account_to_Site|Link Account to Site]].

'''Link Assets to Devices''' 
Before starting to work with the Continuum Integration, an Administrator must first link all and Assets to the equivalent Devices in Continuum. This step is required in order for Tickets arriving from Continuum to be opened under the correct Asset.

To Link Assets to Devices in Continuum see [[Continuum_Link#Link_Asset_to_Device|Link Asset to Device]].

==Enable Continuum Integration==
Enabling Continuum Integration on the CommitCRM server (assuming the Continuum setup was already performed) will immediately start importing Tickets from Continuum into CommitCRM. Make sure to [[Continuum_Link#Link_Accounts_and_Assets|link your Continuum Sites with CommitCRM Accounts]] prior to enabling the integration on CommitCRM's side, to avoid duplicate Account creation. See more details in [[Continuum_Link#Link_Accounts_and_Assets|Link Accounts and Assets]].
 
To enable Continuum Integration on CommitCRM's side and start Tickets transfer from Continuum:

# Open <Installation_DIR>\RMM\ CMTContinuumLink.ini
# Change the value for ''ProcessContinuumUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between Continuum sites/devices to CommitCRM).
# Restart CommitCRM RMMServer Service.

==Uninstall CommitCRM RMM Server Service==

Should you ever need to uninstall the RMM Server service, follow this procedure:

# Open Command Prompt as administrator (e.g. right click the option and select the Run as Administrator).
# Navigate to the \CommitCRM\RMM folder.
# Then type: CommitRMMServer.exe -uninstall
# Wait for a while and you should receive a verification that the service was uninstalled successfully.

 

=Two-Ways Ticket Integration=
Only after installing the CommitRMMServer, linking between Accounts and Sites and enabling the Integration, will the Ticket integration come into action.

Once the integration is enabled, all Tickets are managed only from CommitCRM.

The Ticket integration includes:

* New Ticket in CommitCRM from Continuum: Tickets arriving from Continuum automatically create Tickets in CommitCRM.
* New Ticket in Continuum from CommitCRM: Tickets can be created in Continuum from CommitCRM.
* Reassign: Tickets can be assigned to Continuum’s NOC and Virtual Service Desk from CommitCRM.
* Update: Notes can be added to Tickets in CommitCRM and be sent to Continuum.
* Close: Tickets can be closed from CommitCRM and will then be closed automatically in Continuum

Notes:

* Any updates to the Ticket details will not update the Ticket in Continuum.
* Closing a Ticket in CommitCRM will close the Ticket in Continuum.
* Closing a Ticket in Continuum will not change the Status in CommitCRM.

The following diagram demonstrated the work-flow when working with CommitCRM-Continuum integration:

[[File:Continuum-workflow.png]]

See more details on Ticket updates in the sections below.

==New Ticket==

New Tickets arriving from Continuum automatically create a Ticket in CommitCRM by the CommitCRM RMM server.

A standard (*) automatic Ticket creation process includes:

# Ticket arrives at the CommitCRM RMM Server.
# Ticket is created in CommitCRM.
# Ticket is linked to an Asset.
# Ticket appears in CommitCRM Ticket Inbox.

(*) See how the system handles non-standard scenarios in Ticket Creation [[Continuum_Link#Ticket_Creation_.E2.80.93_Special_Cases|Special Cases]].

When a new Ticket is created in Continuum (by a user or from an Alerts), CommitCRM RMMServer pulls the new ticket details and creates the Ticket in CommitCRM.

The new Ticket details in CommitCRM include:

# Ticket description taken from the Continuum Ticket description.
# Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from ''Default Ticket Manager'' defined in ''Tools > Options > Tickets (Admin) > Default Manager''.
# History Note is automatically added to the Ticket with the creation date and time from Continuum.
# Ticket is linked to the relevant Asset. If the system cannot determine the Asset, the Continuum Device details are added as a note to the Ticket. See more details in [[Continuum_Link#Device_Not_Linked_to_Asset|Device Not Linked to Asset]].

After the Ticket is created it is automatically added to the [[Ticket_Management#Inbox|Tickets Inbox]].

== New Ticket in Continuum ==

Once the CommitCRM-Continuum integration is enabled, all Tickets are managed only from CommitCRM. To create a Ticket in Continuum (e.g. assign work to the Continuum NOC team), Ticket should be created first in CommitCRM, and then transferred to Continuum.

To create a Ticket in Continuum:

# Create the Ticket in CommitCRM and open the Ticket Window.
# Go to Tickets > Tools > Create/Update Ticket in Continuum.
# The following window will open:

[[File:Continuum_new_ticket.png‎]]

# Choose the assignee. Ticket can be assigned to:
#* NOC Team
#* CommitCRM
#* Virtual Services Desk
# Add a Note if needed.
# Click OK to create the Ticket in Continuum.

Note that the CommitCRM Ticket has to be linked to an Account that is linked to a Continuum site and Asset linked to a Device (optional)

==Ticket Updates==
When working with the CommitCRM-Continuum Link, Tickets are managed only in CommitCRM. 

The following updates in Continuum are possible:

* Reassign Ticket (See [[Continuum_Link#Reassigning Tickets|Reassigning Tickets]]).
* Add Notes (See [[Continuum_Link#Adding Notes|Adding Notes]])

Note that Updating Ticket details (such as Description, assigned technician or any other details) will not affect the Ticket in Continuum.

While Tickets can be closed in Continuum, such an event does not affect the Ticket Status in CommitCRM.

== Reassigning Tickets ==

Once the CommitCRM-Continuum integration is enabled, all Tickets are managed only from CommitCRM. To reassign a Ticket in Continuum (e.g. assign work to the Continuum NOC team), it should be reassigned via CommitCRM.

To reassign a Ticket in Continuum:

# Select the Ticket in CommitCRM.
# Go to Tickets > Tools > Create/Update Ticket in Continuum.
# The follow window will open:

[[File:Continuum_reassign_ticket.png‎]]

# Choose the assignee. Ticket can be assigned to:
#* Keep current assignment.
#* CommitCRM
#* Virtual Services Desk
# Add a Note if needed.
# Click OK to reassign the Ticket in Continuum.

Note that the CommitCRM Ticket has to be linked to an Account that is linked to a Continuum site and Asset linked to a Device (optional)

== Receiving Tickets Back from Continuum ==

Once the CommitCRM-Continuum integration is enabled, all Tickets are managed only from CommitCRM. However, it is possible to assign work to the Continuum NOC team) via CommitCRM.

When a Ticket is assigned to NOC Team or Virtual Service Desk Team they can return the Ticket to CommitCRM.

For example:

# When the NOC Team or Virtual Service Desk Team resolve the problem and updated Ticket status to "Work completed"
# When the NOC Team need approval or additional information from the Partner they send the ticket back to Partner (i.e. CommitCRM) with status="Approval Required" or "Info Needed".

A Ticket that is returned to CommitCRM:

# Ticket goes into Inbox
# Update is logged in the Ticket's History as an audit entry.

== Adding Notes ==

Adding Notes to a Ticket will update the Note in Continuum and will add an Audit entry for this action in CommitCRM. The Note can be viewed in CommitCRM in the History area of the Ticket.

To Add a Note in Continuum:

# Select the Ticket in CommitCRM.
# Go to Tickets > Tools > Create/Update Ticket in Continuum.
# The follow window will open:
# Update the Note.
# Click OK to add notes to the Ticket in Continuum.

==Closing Tickets==

When working with the CommitCRM-Continuum Link, Tickets are managed only in CommitCRM. Whenever a Ticket is Completed in CommitCRM it is also being automatically closed in Continuum.

To close a Ticket:

# Open the Ticket in CommitCRM.
# Change the Ticket status to Completed (can be done from the toolbar, by dragging to a status or by changing the status manually).
# Ticket is automatically closed in Continuum.

Note that Tickets that are being closed via Continuum, will not affect the Ticket Status in CommitCRM.

=Managing Continuum Links=
In order for Tickets arriving from Continuum to be opened under the correct Account and Asset, you must create an association between Sites and Devices in Continuum to Accounts and Assets in CommitCRM.

Creating the links is done using the ''Continuum Links Manager'' Window via CommitCRM.

''Note: CommitCRM RMMServer service must first be installed in order for the Continuum Sites and Devices to be downloaded to the CommitCRM server. See more details in [[Continuum_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].''

==Link Account to Site==
In order for Tickets arriving from Continuum to be opened under the correct Account, you must create an association between sites in Continuum to Accounts in CommitCRM, or create an Account in CommitCRM for this Site.

Note that multiple Sites in Continuum can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

Use the Continuum Links Manager Window to create the association:

# In the Accounts Window, go to Accounts > Tools > Continuum Links Manager.
# In the Wizard which opens you can find a list of available un-linked sites from Continuum. This list gets updated every hour. In case you receive a message about a missing file, this means the initial setup hasn't been completed yet. For more details refer to [[Continuum_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].
# Select the Site you want to link, and click Next. The following screen appears: [[File:Continuum-link-account-wizard.png‎]] 
# In above screen you should choose the CommitCRM Account to be linked to the external record:
## Find the parallel Account(**) using the search options:
###Search for Account by keyword/s.
###See Account list recommended by the system based on the Site name.
###Once you have chosen the Account, click Link to Account.
##OR create a new Account based on the selected Site details(*). ''(*) Note: When creating a new Account in CommitCRM based on the Site from Continuum, only the Site name is copied to CommitCRM. No other details are transferred. (**) Note: that multiple Sites in Continuum can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.
''
 
At this point the Account and Site are linked.

To cancel this link between the Account and Site, hit the Linked Accounts tab to find the Account and remove the link. See [[Continuum_Link#Unlink_Account_From_Site|Unlink Account From Site]].

==Unlink Account From Site==

Accounts in CommitCRM must be linked to Sites in Continuum in order for Tickets to be created under the correct Account. If you want to cancel a link between an Account and a Site, you can use two methods:

Use the Continuum Account Link Manager (recommended, this way you can see the linked Site details before removing the link):

# In the Accounts Window, go to ''Accounts > Tools > Continuum Links Manager''.
# In the Window which opens hit the ''Linked Records'' tab to find Accounts which are already linked.
# This tab displays a list of Accounts linked to Sited and displays the linked Site details in the bottom pane (if the details are available). This list gets updated every hour.
# Select the Account you want to unlink, and click ''Remove Link''.
#''Note: Some Accounts may be listed more than once in the Linked Accounts tab, if they are linked to multiple Continuum sites. Each link can be removed separately.''

OR use the quick option:

# In the Accounts window, find the Account you want to unlink.
# Go to ''Accounts > Tools > Remove Link between CommitCRM Record and Continuum''.
# If the Account is linked to more than one site, ALL links will be removed.

''Note: Removing the link between the Account and the Site in Continuum will also result in removing the links between the Account's tickets and assets to the ones in Continuum.''

==Link Asset to Device==
In order for Tickets arriving from Continuum to be linked to the correct Asset, you must create an association between Devices in Continuum to Assets in CommitCRM, or create an Asset in CommitCRM for this Device.

Use the Continuum Links Manager Window to create the association:

# In the Assets Window, go to ''Assets > Tools > Continuum Links Manager''.
# In the Wizard which opens you can find a list of available un-linked Devices from Continuum. This list gets updated every hour.
# Select the Device you want to link, and click Next. The following screen appears: [[File:Continuum-link-asset-wizard-step2.png‎]] 
#Find Asset:
##Find the equivalent Asset using the search options:
###Search by name.
###See Assets recommended by the system based on the Device name.
###Once you have chosen the Asset, click Link to Asset.
##OR create a new Asset based on the Device details(*).

''(*) Note: When creating a new Asset in CommitCRM based on the Device from Continuum, the following fields are copied: Device Name, Serial Number and Manufacturer. Other technical device details are copied to the Asset Note field.''
 
At this point the Asset and Device are linked.

To cancel the link between the Asset and Device, hit the ''Linked External Records'' tab to find the Asset and remove the link. See [[Continuum_Link#Unlink_Asset_From_Device|Unlink Asset From Device]].

==Unlink Asset From Device==

Assets in CommitCRM must be linked to Sites in Continuum in order for Tickets to be linked to the correct Asset. If you want to cancel a link between an Asset and a Device, you can use two methods:

Use the Continuum Links Manager (recommended! this way you can see the linked Site details before removing the link):

# In the Asset Window, go to Assets > Tools > Continuum Links Manager.
# In the Window which opens hit the ''Linked External Records'' tab to find Assets which are already linked.
# This tab displays a list of linked Assets in CommitCRM and displays the linked Device details in the bottom pane. This list gets updated every hour.
# Select the Asset you want to unlink, and click Remove Link.

OR use the quick option:

# In the Assets window, find the Asset you want to unlink.
# Go to ''Assets > Tools > Remove Link between CommitCRM record and Continuum''.

=Ticket Creation – Special Cases=
In case the Site or Device is not linked to the equivalent Account and Asset in CommitCRM, the Ticket will still be created, and the missing entity will be handled by the system in the following manner: 
[[File:Zenith_Integration_Full_Flow.png]]

==Ticket from Unknown Site==

In case a Ticket arrives from Continuum for an anonymous Site which is not linked to any Account in CommitCRM, a new Account is automatically created with the name:

[Continuum AUTO CREATED] + Site name in Continuum.

For example, a Ticket which is created in Continuum for a site called "ACME company", the Account which is automatically created for this site will be called:

[Continuum AUTO CREATED] + ACME company

If such an Account already exists in CommitCRM (from previous tickets), the new Account will still be created, so multiple Accounts with the same name may exist in the system.

The Ticket is then created and linked to this automatically created Account. New Continuum Tickets will also be linked to this Account as long as a permanent Account is not created for this Site.

When technicians find this Ticket, they should:
# If a "real" Account already exists for this site, merge both Accounts to the master CommitCRM account for this site.
# If this site is new and does not exist in CommitCRM, make this the master Account for this site, and rename it to its real name.
# After the merge, all links to Continuum Sites will be merged into the Master Account so there is no need to re-link the Account to the Site.

[[File:Zenith_Integration_anonymous_account.png]]

==Device Not Linked to Asset==
In case a Ticket arrives from Continuum and is linked to a Device which is not linked to any Asset in CommitCRM:
# The Ticket is created and linked to Account.
# Device details are filled in the Ticket Description.

==Tickets without a Site==
In Continuum, manual Tickets can be unrelated to any specific customer site (e.g. a support Ticket against Continuum NOC Support). In this case, the Ticket which arrives at CommitCRM is not linked to a Site.

In case the Ticket is not linked to a Site, the Ticket is created and linked to the your own business’ Account, i.e. the first Account created in CommitCRM which represents your own business.

=Troubleshooting=
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the Continuum Links Manager (e.g. from Accounts > Tools > Open Continuum Links Manager).

First, make sure all setup and installation steps were performed properly:
# Initialize Continuum PSG.
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads Continuum Sites and Devices to the CommitCRM server.
 
See full details in [[Continuum_Link#CommitCRM_Setup|CommitCRM Setup]].

 
If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

If no error file exists at this location, please contact CommitCRM Support for further assistance.

 
After the initial setup, to start working with the Continuum Link, you should complete the following steps:
# Link Accounts and Assets in CommitCRM to Sites in and Devices Continuum.
# Enable Continuum Integration.

See full details in [[Continuum_Link#CommitCRM_Setup|CommitCRM Setup]].

=CommitCRM Privileges=
In order for a user to manage Continuum Links (with Sites and Devices) the user should have Continuum Integration Privileges.

User without privilege for Continuum will not be able to link and unlink Continuum Sites, Devices and Tickets. The user will be able to view the Continuum Links Management Window in order to see the unlinked and linked Sites and Devices, however, the window will open for read-only purpose.

To give a user the ability to update links, they need to have the Continuum Integration Privilege:

# Find the user's Privileges Group from the Employee's window > Employee Tab.
# Then check that the Privileges Group includes the Continuum Privilege:
## Go to ''File > Users & Privileges > Privileges''.
## Choose the relevant group from the drop down menu and make sure that the ''Continuum Integration'' privilege is selected.

[[File:Continuum_integration-privileges.png‎]]

=See Also=
*[[MSP_Integration_Setup|MSP/RMM Integration]]
*[[API by Email and MSP Integration]]
*[[Email Connector]]

[[Category:Installation]]
[[Category:Email Connector]]

GFI MAX Link

2014-09-02T11:07:14Z

Robert: /* Uninstall CommitCRM RMMServer Service */

=Introduction=
CommitCRM-GFI MAX Link module provides an integration with the remote monitoring and management (RMM) solution designed for managed services providers (MSP) offered by GFI.

The CommitCRM-GFI MAX Link automatically opens Tickets in CommitCRM for failed checks from GFI MAX. Any updates to the ticket (i.e. check failed again or check succeeded) are automatically logged as Notes in the Ticket History in CommitCRM. When a failed check is resolved in GFI MAX (i.e. it does not fail anymore), it automatically updates the Ticket with a relevant note, and the Ticket in CommitCRM can be closed.

Each Ticket update that is a result of a check status change in GFI MAX pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates. This integration helps you make sure you do not miss any events and always provide your customers with the best service.

The CommitCRM integration with GFI MAX includes:

* Ticket creation from GFI MAX failed checks.
* Link Accounts to Sites in GFI MAX or create Account from Site.
* Link Assets to Products in GFI MAX or create Asset from Product.

'''''Technical Note''''' 
''The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all checks from GFI and creates the Ticket in CommitCRM.''

=GFI MAX Settings=
This section describes the Setup steps required in the GFI MAX Portal in order to start working with CommitCRM as your PSA system in GFI MAX.
 
To allow CommitCRM RMMServer service to connect with GFI MAX and sync with it, a GFI MAX API Key is required.

To setup GFI API key:

# Login to the GFI Portal with Admin account and go to ''Settings-> General Settings-> API Key tab''.
# Click Generate Key and copy the API key to be pasted in CommitCRM properties file.
# To verify your API key and Server URL you can have them sent to you by email. To do this, in 'Email API Token to' enter your email address and click 'Email Token'. The API Key and respective GFI MAX Server URL will be sent to the specified email.

'''[http://www.youtube.com/watch?v=ihR_MU1c98M| >> Click to watch a video created by GFI that outlines the steps for integrating GFI MAX and CommitCRM].'''

=CommitCRM Setup=
'''Please make sure to enable the integration with CommitCRM on the GFI MAX side (see [[GFI_MAX_Link#GFI MAX Settings|GFI MAX Settings]]) before you proceed with the CommitCRM side setup below.'''
 
To set up CommitCRM to work with GFI MAX, the following steps are required:

# Backup CommitCRM Database.
# Initialize GFI MAX API Key.
# Initialize GFI MAX Server URL
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads GFI MAX Sites and Devices to the CommitCRM server.
# Link Accounts and Assets in CommitCRM(*) to Sites in and Devices GFI MAX.
# Enable GFI MAX Integration.
 
''* Note: 
''The full integration with GFI MAX on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link GFI MAX Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets are created before the links take place. Once all Accounts are linked, users should enable the integration, see [[GFI_MAX_Link#Enable_GFI_MAX_Integration|Enabling GFI MAX Integration]] ''.

==Backup CommitCRM Database==
Before starting to work with the GFI MAX integration, make sure to [[Backup_and_Restore_FAQ|backup your CommitCRM database]].

The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

==Initialize GFI MAX API Key==
After you finish setting up the API Key at the GFI MAX Portal (see [[GFI_MAX_Link#GFI MAX Settings|GFI MAX Settings]]), you can move on to the next step and enter the API Key into CommitCRM settings.
 
To initialize the API Key in CommitCRM:
* Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
* Copy the API Key value from GFI MAX Settings window as described above in [[GFI_MAX_Link#GFI_MAX_Settings|GFI MAX Settings]], and paste your GFI MAX API Key as the value for token GFIMAX_API_KEY:
GFIMAX_API_KEY=<Your-GFI-MAX-API-Key>
* Save your changes.
 

==Initialize GFI MAX Server URL==
In this step you should initialize the GFI MAX server URL in CommitCRM. 
Important Notes:
* Only the main domain URL should be used. For exmaple, if you see: '''<nowiki> https://wwweurope1.systemmonitor.eu.com/dashboard/</nowiki>''' Only paste the following (i.e. without the trailing folder/path/parameters): '''<nowiki> https://wwweurope1.systemmonitor.eu.com</nowiki>'''
* Customers using the GFI Portal in '''United States''' should first try to use the following URL (rather than the Poral Login URL): '''<nowiki>https://www.systemmonitor.us</nowiki>'''

To initialize the URL in the configuration file:
# Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
# Paste the GFI MAX server URL as the value for token GFIMAX_SERVER_URL: GFIMAX_SERVER_URL=<Your-GFI-MAX-Server_URL>
# Save your changes. 

 

==Install CommitCRM RMMServer Service==
After you finish setting up all of the required settings (see [[GFI_MAX_Link#Initialize_GFI_MAX_API_Key|Initialize GFI MAX API KEY]]), you can move on to the next step and install the CommitCRM RMMServer service.

The CommitCRM RMMServer runs as a Windows Service on your server.

'''Before you install the CommitCRM RMMServer'''
#Make sure to complete the Setup steps prior to installing the Windows Service.
#Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

This part of the installation should be performed on the server itself.
When logged in to the server with a Window's Administrator account, open a command prompt window and enter the following command:

<Installation_DIR>\CommitCRM\RMM\CommitRMMServer.exe '''-install'''

''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''

A Window's service called CommitRMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".
 
'''Start Service''': 
Using the Window's Services Management window start the service (right-click > Start). Make sure that it is set to start automatically (Startup type > Automatic) each time the server is restarted.

 

==Download Sites and Devices Files==
In order for the failed checks arriving from GFI MAX to be able to create Tickets for the correct Account and Asset, all GFI MAX Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.
 
Managing the links requires downloading the list of Sites and Devices from GFI MAX. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the GFI MAX Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.
 
 
Once the settings have been applied at GFI MAX Portal, and the CommitCRM RMMServer is activated, it tries to connect to GFI MAX and download the following files:

* <server>\CommitCRM\Dbsys\GFIMAXSites_RMAGFIMAXINFOTECHID1.cmt
* <server>\CommitCRM\Dbsys\GFIMAXDevices_RMAGFIMAXINFOTECHID1.cmt

Both files are used by the GFI MAX Links manager in CommitCRM client to link GFI MAX Sites and Devices to equivalent CommitCRM Accounts and Assets.

Make sure both files exist before moving on to the next step which is Linking Accounts and Assets.

'''Handling Errors''' 
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the GFI MAX Links Manager (e.g. from Accounts > Tools > Open GFI MAX Links Manager). In such case, refer to the [[GFI_MAX_Link#Troubleshooting|Troubleshooting]] section.

==Link Accounts and Assets==
When a failed check report arrives from GFI MAX a new Ticket is created in CommitCRM and automatically linked to the Account which is associated
with the Site specified for the Device of the failed check. In case the Site is not associated to any CommitCRM Account, a temporary Account is
created and the Ticket is linked to it.
 
To avoid redundant temporary Accounts from being created, all GFI MAX Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See
[[GFI_MAX_Link#Enable_GFI_MAX_Integration|Enable GFI MAX Integration]].

'''Link Accounts to Sites''' 
Before starting to work with the GFI MAX Integration, an Administrator must first link all Accounts to the equivalent Sites in GFI MAX . This step is required in order for failed checks arriving from GFI MAX to open Tickets under the correct Account.

To Link Accounts to Sites in GFI MAX see [[GFI_MAX_Link#Link_Account_to_Site|Link Account to Site]].

'''Link Assets to Devices''' 
Before starting to work with the GFI MAX Integration, an Administrator must first link all and Assets to the equivalent Devices in GFI MAX. This step is required in order for failed checks arriving from GFI MAX to open Tickets under the correct Asset.

To Link Assets to Devices in GFI MAX see [[GFI_MAX_Link#Link_Asset_to_Device|Link Asset to Device]].

==Enable GFI MAX Integration==
Enabling GFI MAX Integration on the CommitCRM server (assuming the GFI MAX setup was already performed) will immediately start sending failed checks GFI MAX to CommitCRM. Make sure to [[GFI_MAX_Link#Link_Accounts_and_Assets|link your GFI MAX Sites with CommitCRM Accounts]] prior to enabling the integration on CommitCRM's side, to avoid duplicate Account creation. It is also advisable to link GFI MAX Devices to CommitCRM Assets. See more details in [[GFI_MAX_Link#Link_Accounts_and_Assets|Link Accounts and Assets]].
 
 
To enable GFI MAX Integration on CommitCRM's side and start failed checks to arrive at CommitCRM:

# Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
# Change the value for ''ProcessGFIMAXUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between GFI MAX sites/devices to CommitCRM).
# Restart CommitCRM RMMServer Service.

==Uninstall CommitCRM RMM Server Service==

Should you ever need to uninstall the RMM Server service, follow this procedure:

# Open Command Prompt as administrator (e.g. right click the option and select the Run as Administrator).
# Navigate to the \CommitCRM\RMM folder.
# Then type: CommitRMMServer.exe -uninstall
# Wait for a while and you should receive a verification that the service was uninstalled successfully.

 

=Managing GFI MAX Links=
In order for failed checks arriving from GFI MAX to open a Ticket under the correct Account and Asset, you must create an association between Sites and Devices in GFI MAX to Accounts and Assets in CommitCRM.

Creating the links is done using the ''GFI MAX Links Manager'' Window via CommitCRM.

''Note: CommitCRM RMMServer service must first be installed in order for the GFI MAX Sites and Devices to be downloaded to the CommitCRM server. See more details in [[GFI_MAX_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].''

==Link Account to Site==
In order for failed checks arriving from GFI MAX to open a Ticket under the correct Account, you must create an association between Sites in GFI MAX to Accounts in CommitCRM, or create an Account in CommitCRM for this Site.

Note that multiple Sites in GFI MAX can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

Use the GFI MAX Links Manager Window to create the association:

# In the Accounts Window, go to Accounts > Tools > GFI MAX Links Manager.
# In the Wizard which opens you can find a list of available un-linked Sites from GFI MAX . This list gets updated every hour. In case you receive a message about a missing file, this means the initial setup hasn't been completed yet. For more details refer to [[GFI_MAX_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].
# Select the Site you want to link, and click Next. The following screen appears: [[File:GFI_MAX_link_account_wizard_step_2.png]] 
# In the above screen you should choose the CommitCRM Account to be linked to the external record:
## Find the parallel Account(**) using the search options:
###Search for Account by keyword/s.
###See Accounts recommended by the system based on the Site name.
###Once you have chosen the Account, click Link to Account.
##OR create a new Account based on the selected Site details(*). ''(*) Note: When creating a new Account in CommitCRM

(*) Note: The Account name created from GFI MAX includes the Site name + Client name as appear in GFI MAX. No other details are transferred.
 
(**) Note: Multiple Sites in GFI MAX can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.
''
 
At this point the Account and Site are linked.

To cancel this link between the Account and Site, hit the Linked Accounts tab to find the Account and remove the link. See [[GFI_MAX_Link#Unlink_Account_From_Site|Unlink Account From Site]].

==Unlink Account From Site==

Accounts in CommitCRM must be linked to Sites in GFI MAX in order for Tickets to be created under the correct Account. If you want to cancel a link between an Account and a Site, you can use two methods:

Use the GFI MAX Account Link Manager (recommended, this way you can see the linked Site details before removing the link):

# In the Accounts Window, go to ''Accounts > Tools > GFI MAX Links Manager''.
# In the Window which opens hit the ''Linked Records'' tab to find Accounts which are already linked.
# This tab displays a list of Accounts linked to Sited and displays the linked Site details in the bottom pane (if the details are available). This list gets updated every hour.
# Select the Account you want to unlink, and click ''Remove Link''.
#''Note: Some Accounts may be listed more than once in the Linked Accounts tab, if they are linked to multiple GFI MAX sites. Each link can be removed separately.''

OR use the quick option:

# In the Accounts window, find the Account you want to unlink.
# Go to ''Accounts > Tools > Remove Link between CommitCRM Record and GFI MAX''.
# If the Account is linked to more than one site, ALL links will be removed.

''Note: Removing the link between the Account and the Site in GFI MAX will also result in removing the links between the Account's tickets and assets to the ones in GFI MAX.''

==Link Asset to Device==
In order for Tickets arriving from GFI MAX to be linked to the correct Asset, you must create an association between Devices in GFI MAX to Assets in CommitCRM, or create an Asset in CommitCRM for this Device.

Use the GFI MAX Links Manager Window to create the association:

# In the Assets Window, go to ''Assets > Tools > GFI MAX Links Manager''.
# In the Wizard which opens you can find a list of available un-linked Devices from GFI MAX. This list gets updated every hour.
# Select the Device you want to link, and click Next. The following screen appears: [[File:GFI_MAX_link_asset_wizard_step_2.gif]] 
#Find Asset:
##Find the equivalent Asset using the search options:
###Search by name.
###See Assets recommended by the system based on the Device name.
###Once you have chosen the Asset, click Link to Asset.
##OR create a new Asset based on the Device details(*).

''(*) Note: When creating a new Asset in CommitCRM based on the Device from GFI MAX, the following fields are copied: Device Name, Serial Number and Manufacturer. Other technical device details are copied to the Asset Note field.''
 
At this point the Asset and Device are linked.

To cancel the link between the Asset and Device, hit the ''Linked External Records'' tab to find the Asset and remove the link. See [[GFI_MAX_Link#Unlink_Asset_From_Device|Unlink Asset From Device]].

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"

| class="MainPageBG" style="width:50%; border:1px solid #FFCB99; background:#ffffff; vertical-align:top; color:#000;" |
{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h2 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Tip</h2>
|-
| style="color:#000;" | <div id="mp-tfa">Note that new Devices that are created in GFI MAX are not added automatically as Assets in CommitCRM. You should review the GFI MAX Links Manager from time to time and see if there are any new un-linked devices. If so, link them to an Asset in CommitCRM or create a new Asset in CommitCRM based on them.
</div>
|}
|}

==Unlink Asset From Device==

Assets in CommitCRM must be linked to Sites in GFI MAX in order for Tickets to be linked to the correct Asset. If you want to cancel a link between an Asset and a Device, you can use two methods:

Use the GFI MAX Links Manager (recommended! this way you can see the linked Site details before removing the link):

# In the Asset Window, go to Assets > Tools > GFI MAX Links Manager.
# In the Window which opens hit the ''Linked External Records'' tab to find Assets which are already linked.
# This tab displays a list of linked Assets in CommitCRM and displays the linked Device details in the bottom pane. This list gets updated every hour.
# Select the Asset you want to unlink, and click Remove Link.

OR use the quick option:

# In the Assets window, find the Asset you want to unlink.
# Go to ''Assets > Tools > Remove Link between CommitCRM record and GFI MAX''.
 

=Ticket Creation from GFI MAX Failed Checks=
Only after installing the CommitCRM RMMServer, linking between Accounts and Sites and enabling the Integration, will the Ticket creation come into action.

Once enabled, failed checks arriving from GFI MAX automatically create a Ticket in CommitCRM.

A standard(*) automatic Ticket creation process includes:

# Failed check arrives at CommitCRM.
# Ticket is created in CommitCRM.
# Ticket is linked to Asset.
# Ticket appears in CommitCRM Tickets Inbox.

Once the Ticket is created in CommitCRM it is managed only in CommitCRM.

==New Ticket==
New Tickets are automatically created by CommitCRM RMM server from failed checks arriving from GFI MAX.

The new Ticket in CommitCRM includes:

# Ticket description taken from the GFI MAX description.
# Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from ''Default Ticket Manager'' defined in ''Tools > Options > Tickets (Admin) > Default Manager''.
# History Note is automatically added to the Ticket with the creation date and time from GFI MAX.
# Ticket is linked to the relevant Asset. If the system cannot determine the Asset, the GFI MAX Device details are added as a note to the Ticket. See more details in [[GFI_MAX_Link#Device_Not_Linked_to_Asset|Device Not Linked to Asset]].

After the Ticket is created it is automatically added to the [[Ticket_Management#Inbox|Tickets Inbox]].

==Ticket Updates==
When working with the CommitCRM-GFI MAX Link, Tickets are managed only in CommitCRM.
 
Check status changes in GFI MAX result in a History Note under the Ticket History tab in CommitCRM.

Check status changes include:
* Check failed again.
* Check succeeded.

Each Ticket update that is a result of a check status change in GFI MAX pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates. This integration helps you make sure you do not miss any events and always provide your customers with the best service.

==Closing Tickets==
Closing or canceling a Ticket in CommitCRM will close the Ticket in CommitCRM without affecting anything regarding the failed check in GFI MAX.
 

=Ticket Creation – Special Cases=
In case the Site or Device is not linked to the equivalent Account and Asset in CommitCRM, the Ticket will still be created, and the missing entity will be handled by the system in the following manner:
 
[[File:GFI_MAX_Integration_Full_Flow.png]]

==Ticket from Unknown Site==

In case a check arrives from GFI MAX for an anonymous Site which is not linked to any Account in CommitCRM, a new Account is automatically created with the name: [GFI MAX AUTO CREATED] + Site name in GFI MAX.

For example, a failed check in GFI MAX for a site called "ACME company", the Account which is automatically created for this site will be called:
[GFI MAX AUTO CREATED] + ACME company

If such an Account already exists in CommitCRM (from previous tickets), the new Account will still be created, so multiple Accounts with the same name may exist in the system.

The Ticket is then created and linked to this automatically created Account. New GFI MAX failed checks for this Site will also be linked to this Account as long as a permanent Account is not created for this Site.

When technicians find this Ticket, they should:
# If a "real" Account already exists for this site, merge both Accounts to the master CommitCRM account for this site.
# If this site is new and does not exist in CommitCRM, make this the master Account for this site, and rename it to its real name.
# After the merge, all links to GFI MAX Sites will be merged into the Master Account so there is no need to re-link the Account to the Site.
[[File:GFI_MAX_Integration_anonymous_account.png]]

==Device Not Linked to Asset==
In case a failed check arrives from GFI MAX and is linked to a Device which is not linked to any Asset in CommitCRM:
# The Ticket is created and linked to Account.
# Device details are filled in the Ticket Description.
 

=GFI MAX Skip Rules=
GFI MAX Skip Rules tell the system which automated failed checks (which were received from GFI MAX) can be skipped and ignored, and no Ticket will be created for them in CommitCRM.

Using the Skip rules, you can define a condition in which the system will ignore failed checks that you don’t want any Ticket created for. All failed checks are still reported to the [[GFI_MAX_Link#RMM_Event_Log|RMM Event Log]], for better control over the events.

==When to use Skip Rules?==
The Skip Rules should be used to ignore unnecessary Tickets. For example, server CPU utilization of 80% or more might create a failed check and a CommitCRM Ticket, however, a few moments later the CPU goes back to normal and the issue is “resolved”.

==Define Skip Rules==
To define Skip rules, go to ''Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules''.

To add a new rule:

# Click the New button. The New Skip Rule Details Window opens. [[File:Gfi_max_skip_rule_window.png]]
# In this window, defined the condition in which the system should ignore a failed-check. Use the following options:
## '''Device Type''' - use this field to determine for which device type the system should skip the check. Options are:
### '''Workstation''' (default).
###'''Server''' For example, you may want to skip only reports arriving from Workstations, while the same reports arriving for a Server should create a Ticket.
## '''Check Occurrence''' - determines for which failed-check occurrence to ignore the check. The options represent the available occurrences as defined in GFI MAX. You can ignore all (using the “Any” option) or specific occurrence check. For example, you may want to ignore the 24X7 checks, thus creating Tickets only for periodic checks. Options are:
### Any (default)
### Daily Safety Check
### 24x7 (happens all day in a defined frequency)
### Automated Task
## '''Check Type''' - use this field if you want to skip only a specific check type, as appears in GFI MAX. You can ignore all check types (leave <Any> selected) or choose the Check Type from the drop-down list.
## '''The name of the check includes''' - use this option to skip a specific check based on its name. Leave this field empty if you do not want to skip a check based on its name.
## '''Threshold''' - for server reports (this option appears only when “Server” is selected in the first line), you can define the minimal time or number of reports to wait before creating a Ticket. If defined, the system will evaluate each failed-check report, and see if it has reached the threshold before creating the new Ticket. Possible options are:
### None (default)
### The first report on this problem started less than: X hours, X minutes ago.
### So far the check has failed less that X times.
## Click OK to save your changes and add the rule.
## Once done, click OK in the main RMM Rules Management window to save your changes.
## The changes made to the GFI MAX rules will take effect once the CommitCRM RMMServer service is automatically updated with the new information. This can take up to several hours, depending on the polling interval of the server.
If you want the changes to take effect immediately, restart CommitCRM RMMServer service on your server. See more details in [[GFI_MAX_Link#GFI_MAX_Link#Install_CommitCRM RMMServer_Service|Install CommitCRM RMMServer Service]].

==Delete Skip Rule==
To delete a Skip rule:
# Go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.
# Select the rule you want to delete and click the Delete button on the right.
# The rule will be deleted immediately (no confirmation message will appear).

==Edit Skip Rule==
To edit an existing Skip rule:
# Go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.
# Select the rule you want to edit and click the Edit button on the right (or double-click the rule).
# The Skip Rules Details window opens.
# Edit the Rule and click OK to save your changes.

=GFI MAX Event Log=
GFI MAX Event Log reports all events received and sent by the GFI MAX integration, including arriving failed checks, skipped failed checks and failed-check updates.

Using the log users can accurately follow incoming checks, see checks that were skipped (no ticket created) and review all activity with GFI MAX in a single window.

==RMM Event Log Window==
The main window shows all RMM events in a list format. Each line shows:
* RMM Application name
* Time on the event (Logged At)
* Event Description.
* Event Type

Double clicking each entry opens a detailed window:
* '''Status''' - Ticket Created, Skipped or Updated.
* '''External Application Name''' - The external application name, i.e. GFI MAX.
* '''Description''' - shows the description of the event. The description varies according to the event type:
** '''New Ticket''' - shows the new Ticket number.
** '''Ticket Update''' - shows the Ticket number and the update (resolved or updated with a history note)
** '''Ticket Skipped''' - shows message details relevant for the skip rule:
*** '''Client Name, Site Name, Device Name'''
*** Skip Rule details: Device type, Check Occurrence, Check Type, Check Name Includes, Time Threshold, Count Threshold.
** '''Technical Details''': shows the actual XML that was received by the GFI MAX integration.
** For skipped rules, users can review the rule in the description together with the details in the XML transaction, to conclude why the failed-check was skipped and no ticket was created.

 
[[File:Gfi_event_log.png]]

=Troubleshooting=
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the GFI MAX Links Manager (e.g. from Accounts > Tools > Open GFI MAX Links Manager).

First, make sure all setup and installation steps were performed properly:
# Initialize GFI MAX API Key and verify GFI Max server URL.
# To verify your API key and Server URL you can have them sent to you by email. To do this, in 'Email API Token to' enter your email address and click 'Email Token'. The API Key and respective GFI MAX Server URL will be sent to the specified email.
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads GFI MAX Sites and Devices to the CommitCRM server.
 
See full details in [[GFI_MAX_Link#CommitCRM_Setup|CommitCRM Setup]].

'''[http://www.youtube.com/watch?v=ihR_MU1c98M| Click to watch a video created by GFI that outlines the steps for integrating GFI MAX and CommitCRM].'''

 
If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

If no error file exists at this location, please contact CommitCRM Support for further assistance.

 
After the initial setup, to start working with the GFI MAX Link, you should complete the following steps:
# Link Accounts and Assets in CommitCRM to Sites in and Devices GFI MAX .
# Enable GFI MAX Integration.

See full details in [[GFI_MAX_Link#CommitCRM_Setup|CommitCRM Setup]].

=CommitCRM Privileges=
In order for a user to manage GFI MAX Links (with Sites and Devices) the user should have GFI MAX Integration Privileges.

User without privilege for GFI MAX will not be able to link and unlink GFI MAX Sites and Devices. The user will be able to view the GFI MAX Links Management Window in order to see the unlinked and linked Sites and Devices, however, the window will open for read-only purpose.

To give a user the ability to update links, they need to have the GFI MAX Integration Privilege:

# Find the user's Privileges Group from the Employee's window > Employee Tab.
# Then check that the Privileges Group includes the GFI MAX Privilege:
## Go to ''File > Users & Privileges > Privileges''.
## Choose the relevant group from the drop down menu and make sure that the ''RMM-Zenith, GFI MAX Integration'' privilege is selected.

[[File:GFI_MAX_integration_privilege.gif]]

Report Scheduler

2014-09-02T10:48:14Z

Robert: /* Setting up the Report Scheduler Module */

{{usermanuals}}
==Introduction==
Available in Version 8 of CommitCRM is the new Report Scheduler add-on module which you can use to prepare your Reports in advance and have them sent to you at the defined intervals. This module will save you a lot of time and effort as you no longer have to spend your valuable time manually configuring reports every time you need one and overall will improve the efficiency of your business by ensuring you have all the Reports you depend on, ready for you to use and always to hand at the appropriate time.

[[File:Report-scheduler1.png]]
==Setting up the Report Scheduler Module==

The Report Scheduler module is a standalone module that runs as part of the '''CommitCRM Server Windows Service''' on your server, and so the CommitCRM Server service must be [[Email_Connector#Install_Service|installed]]. Only then you can start the service in order to use the Report Scheduler.

If you already use the [[Email Connector]] or [[Alerts Server]] then you can skip this section as the CommitCRM Server service is already installed and there is nothing more you need to do besides scheduling your Reports.

===Install Service===

# Log in to to your Server with a Windows Administrator account. 
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'. 
# Type the following command: '''<Installation_DIR>\CommitCRM\Server\CommitServer.exe -install''' 
# Note: The <Installation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path. 
# Wait for a success message to appear, indicating the service was installed successfully. 
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services. 
# Verify that a Windows service called CommitServer is now displayed in the services list. 
# If the service is not there, make sure again that you are running the command prompt Window using 'Run as Administrator' and try again. 

===Running CommitCRM Server Service===

# Once the CommitCRM Server Service is installed, setup the CommitCRM Report Scheduler as explained in '''Activating the Report Scheduler'''. 
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services. 
# Locate the CommitCRM Server service and start the service (right-click > Start). 
# Make sure that it is set to start automatically (Startup type > Automatic) each time the server is restarted. 

===Activating the Report Scheduler===

# Log into the Server with a Windows Administrator user. Note that the setup program must run from the same server as the one where the CommitCRM installation sits and from where you plan to run the Email Connector. 
# Run <Installation_DIR>\CommitCRM\Server\ServerConfig.exe. 
# Note: there are two executable files under the server folder, make sure you are running the configuration program (ServerConfig.exe). 
# In the window that opens, click the Report Scheduler tab. 

[[File:Report-scheduler-serverconfig.png]]

In this tab, you should define the Report Scheduler Settings as follows:
* '''System State''' – The state can be one of the following: On or Off. 
* '''On''' (default) - You should use the On setting when you wish to activate the Report Scheduler mechanism. The system state is ON by default. 
* '''Off''' - This mode should be used when you do not want the system to prepare or send Scheduled Reports at all. This also means when you reactivate the CommitCRM Report Scheduler, no Reports will be waiting to be sent. 
* '''Sender Name''' - Here you define the Email Sender Name that will be used when sending the Reports. You can define an Alias to be used which will reflect the source of this email (such as "CommitCRM Report"). The Email address is taken from the Public Email Address tab.

Important Notes:
# Reports will start to be sent only after each user defines their own Scheduled Report settings, see below. 

# Changes to settings may take some time to take effect in the CommitCRM Server. In order for it to take effect immediately, you should restart the CommitCRM Server Service. 
# If you have not done so previously, you will also need to set your Public Email Address and setup your Outgoing Mail Server - both are done through the relevant tabs in the ServerConfig. 

==Uninstall Service==
Should you ever need to uninstall the CommitCRM Server service, follow these steps: 
# Open the Windows Services Management windows from Control Panel > Administration Tools > Services. 
# Stop the CommitCRM Server service. 
# Open a command prompt window: Right-click the command prompt icon and and choose 'Run As Administrator'. 
# Type the following command: 
<Installation_DIR>\Server\CommitServer.exe -uninstall

[[File:Serverconfig.png]]

==Scheduling a Report==

To schedule a Report and have it mailed to you automatically, do the following:

# Go to the '''Reports''' window and select the Report you want to schedule from the list. 
# Click the '''Schedule''' button in the menu bar or go to '''Reports > Schedule This Report'''. 
# In the Scheduling Settings popup which then opens, select the '''Main filtering criteria''', for example “Open Tickets” or “Completed Tickets with no Charges”. 
# Select additional filtering option, if relevant for the specific type of Report, such as the '''Account Manager'''. 
# Select the '''Date''' - depending on the type of Report, this field name can vary and besides just '''Date''' it could be called '''Creation Date, Open Date Time, Purchase Date''' or something similar. For the Date you can select date ranges for the Report such as Today, Yesterday, Last 7 days or many more. So if you want to get a Report sent showing all new Accounts created yesterday you can easily do that now. 
# Now click '''Next''' to go to the recurring settings for the Scheduled Report - in other words here you specify how often and at what exact time of day you want the Report generated and sent to you. You can for example have the Report for yesterday sent to you daily at 9 am. The recurring settings '''Options''' menu changes dynamically depending on whether you choose Daily, Weekly or some other Type. 
# Click '''Next''' again and now select the email address/es to send to and specify the name of the Report which will appear in the email subject. An email address must have been previously defined for the Account before you can schedule a Report. 
# Click '''Finish''' and it is done. 

[[File:Report-scheduler2.png]]
==Managing Scheduled Reports==

You can manage your existing Scheduled Reports and edit or delete any of them as required.

# Click the '''Scheduled Reports''' button on the menu bar or go to '''Reports > Scheduled Reports'''. 
# Select the Report you want to manage from the drop down list displayed. 
# On the Scheduling Settings popup which appears you can select either: 
#* '''Edit Settings''' to edit the scheduling for that Report, which returns you to the Scheduling Settings window described above in Scheduling a Report. 
#* '''Delete''' to remove it completely. 

[[File:Report-scheduler-manage.png]]
==Troubleshooting==

'''I setup a Scheduled Report but nothing arrived.'''

'''Solution''': You should check the following options:
# When creating a new Scheduled Report (or editing one) it can take up to 15 minutes before it is updated in the service that runs the server, unless the CommitCRM Server service is restarted to apply the updates immediately. 
# Reports are not sent immediately but only on the defined schedule so perhaps the time for sending did not yet arrive. 
# Make sure that the Report Scheduler System State is set to ON in the ServerConfig. 
# Make sure the Email address (as defined in the Employee Account on the General or Address tab) which you selected for sending Reports to is valid. 
# Make sure the CommitCRM Server service is running on your machine. 

* This new feature comes as an '''optional''' standalone add-on module.

Continuum Link

2014-09-02T10:37:21Z

Robert: /* CommitCRM Setup */

=Introduction=
The CommitCRM-Continuum Integration automatically creates tickets in CommitCRM from alerts and service tickets generated by the Continuum system, or from tickets created manually by the Continuum NOC. Users can then close the Ticket in CommitCRM, and it will be closed in Continuum.

The CommitCRM integration with Continuum includes:

# Two-ways Ticket Integration.
#* Continuum’s Tickets create Tickets in CommitCRM.
#* Closing a Ticket in CommitCRM closes the Ticket in Continuum.
#* CommitCRM Tickets can be assigned to Continuum’s NOC / Service Desk.
#* New Tickets in Continuum can be created from CommitCRM’s Tickets
#* Comments for Tickets can be sent from CommitCRM to Continuum.
# The ability to link Account to Site in Continuum or create Account from Site.
# The ability to link Asset to Device in Continuum or create Asset from Device.

Once the CommitCRM-Continuum Integration has been configured, Continuum
Ticketing System is disabled and Ticket management is performed solely in CommitCRM.

Ticket can still be viewed in Continuum (read-only); however, the master Ticket is managed in CommitCRM. When closing a Ticket in CommitCRM it is closed in Continuum. When closing a Ticket in Continuum it adds a History Note to the Ticket in CommitCRM, however, the Ticket stays open.

'''''Technical Note''''' 
''The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all alerts and Tickets from Continuum and creates the Ticket in CommitCRM.''

=Continuum Settings=
This section describes the Setup steps required in the Continuum Portal in order to start working with CommitCRM as your PSA system in Continuum.
 
'''Important Notes''':
# Once the CommitCRM-Continuum Integration has been configured on Continuum Portal, it takes a few hours (up to 24 hours) until the new settings apply on the Continuum back-end. Note that even if all settings seem correct on Continuum side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.
# Once CommitCRM is activated as your PSA in Continuum Portal, Continuum Ticketing System is disabled and Ticket management is performed solely in CommitCRM.
# Since all Ticket Management is disabled in Continuum, Continuum email alerts for Tickets will also be disabled, and you will no longer get email alerts for new Tickets from Continuum Portal. In case you want to receive email alerts for new Tickets (arriving from Continuum Portal) via CommitCRM, you may consider using Commit Alerts Server module, which sends email alerts for new updates in the CommitCRM system. See more details in [[Alerts_Server|Commit Alerts Server]].
 
To allow CommitRMM service to connect with Continuum and sync with it, a Continuum Partner Security code (also known as PSG) is required.

To setup Continuum PSG:

# Login to the Continuum Portal with Admin account and go to ''Setup''.
# The ITS Portal Setup window is displayed. Click ''PSA integration'' in the left column. [[File:Continuum_link_settings.png]] 
# Click the link “CommitCRM” option. [[File:Continuum link generate code.png]] 
# Copy the Security Code on the screen and click '''Enable'''. This will lock the Code to your account. Use this Code to complete the configuration in CommitCRM. See [[Continuum_Link#CommitCRM_Setup|CommitCRM Setup]].
# Now on the same page click '''Activate'''. You will receive message “CommitCRM Activated Successfully”. [[File:Continuum link activate.png]] 
# After receiving the "Activated successfully" message, it takes a few hours until the new settings apply on the Continuum back-end. Note that even if all settings seem correct on Continuum side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.

 
[http://continuum.helpdocsonline.com/#psa-integration For more details on Continuum Setting, click to review the Continuum configuration guide]

 

=CommitCRM Setup=
'''Please make sure to enable the integration with CommitCRM on the Continuum side (see [[Continuum_Link#Continuum Settings|Continuum Settings]]) before you proceed with the CommitCRM side setup below.'''
 
To set up CommitCRM to work with Continuum, the following steps are required:

# Backup CommitCRM Database.
# Initialize Continuum PSG.
# Install CommitRMMServer.
# Validate CommitRMMServer downloads Continuum Sites and Devices to the CommitCRM server.
# Link Accounts and Assets in CommitCRM(*) to Sites in and Devices Continuum.
# Enable Continuum Integration.
 
''* Note: 
''The full integration with Continuum on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link Continuum Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets arrive before the links take place. Once all Accounts are linked, users should enable the integration, see [[Continuum_Link#Enable_Continuum_Integration|Enabling Continuum Integration]] ''.

==Backup CommitCRM Database==
Before starting to work with the Continuum integration, make sure to [[Backup_and_Restore_FAQ|backup your CommitCRM database]].

The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

==Initialize Continuum PSG==
After you finish setting up the Security Code (PSG) at the Continuum Portal (see [[Continuum_Link#Continuum Settings|Continuum Settings]]), you can move on to the next step and enter the PSG into CommitCRM settings.
 
To initialize the PSG in CommitCRM:
* Open <Installation_DIR>\RMM\CMTZenithLink.ini
* Copy the Security Code value from Continuum PSA Settings window as described above in [[Continuum_Link#Continuum_Settings|Continuum Settings]], and paste your Continuum Partner Security Code as the value for token PSG:
PSG=<Your-Continuum-Security-Code>
* Save your changes.
 

==Install CommitCRM RMMServer Service==
After you finish setting up all of the required settings (see [[Continuum_Link#Initialize_Continuum_PSG|Initialize Continuum PSG]]), you can move on to the next step and install the CommitCRM RMMServer service.

The CommitRMMServer runs as a Windows Service on your server.

'''Before you install the CommitCRM RMMServer'''
#Make sure to complete the Setup steps prior to installing the Windows Service.
#Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

This part of the installation should be performed on the server itself.
When logged in to the server with a Window's Administrator account, open a command prompt window and enter the following command:

<Installation_DIR>\RMM\CommitRMMServer.exe -install

''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''

A Window's service called CommitCRM RMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".
 
'''Start Service''': 
Using the Window's Services Management window start the service (right-click > Start). Make sure that it is set to start automatically (Startup type > Automatic) each time the server is restarted.

 

==Download Sites and Devices Files==
In order for the Tickets arriving from Continuum to be created for the correct Account and Asset, all Continuum Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.
 
Managing the links requires downloading the list of Sites and Devices from Continuum. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the Continuum Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.
 
''(*)Important Note: After the CommitCRM-Continuum Integration has been configured on Continuum Portal, it takes a few hours (up to 24 hours) until the new settings apply on the '''Continuum back-end'''. Note that even if all settings seem correct on Continuum side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.''
 
 

Once the settings have been applied at Continuum Portal (which can take a few hours, see note above), and the CommitCRM RMMServer is activated, it tries to connect to Continuum and download the following files:

* <server>\CommitCRM\Dbsys\ZenithSites_RMAZenithINFOTECHID1.cmt
* <server>\CommitCRM\Dbsys\ZenithDevices_RMAZenithINFOTECHID1.cmt

Both files are used by the Continuum Links manager in CommitCRM client to link Continuum Sites and Devices to equivalent CommitCRM Accounts and Assets.

Make sure both files exist before moving on to the next step which is Linking Accounts and Assets.

'''Handling Errors''' 
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Continuum Links Manager (e.g. from Accounts > Tools > Open Continuum Links Manager). In such case, refer to the [[Continuum_Link#Troubleshooting|Troubleshooting]] section.

==Link Accounts and Sites==
When a Ticket arrives from Continuum it is created in CommitCRM and automatically linked to the Account which is associated with the Site specified for the Ticket. In case the Site is not associated to any CommitCRM Account, a temporary Account is created and the Ticket is linked to it. 
To avoid redundant temporary Accounts from being created, all Continuum Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See [[Continuum_Link#Enable_Continuum_Integration|Enable Continuum Integration]].

'''Link Accounts to Sites''' 
Before starting to work with the Continuum Integration, an Administrator must first link all Accounts to the equivalent Sites in Continuum. This step is required in order for Tickets arriving from Continuum to be opened under the correct Account.

To Link Accounts to Sites in Continuum see [[Continuum_Link#Link_Account_to_Site|Link Account to Site]].

'''Link Assets to Devices''' 
Before starting to work with the Continuum Integration, an Administrator must first link all and Assets to the equivalent Devices in Continuum. This step is required in order for Tickets arriving from Continuum to be opened under the correct Asset.

To Link Assets to Devices in Continuum see [[Continuum_Link#Link_Asset_to_Device|Link Asset to Device]].

==Enable Continuum Integration==
Enabling Continuum Integration on the CommitCRM server (assuming the Continuum setup was already performed) will immediately start importing Tickets from Continuum into CommitCRM. Make sure to [[Continuum_Link#Link_Accounts_and_Assets|link your Continuum Sites with CommitCRM Accounts]] prior to enabling the integration on CommitCRM's side, to avoid duplicate Account creation. See more details in [[Continuum_Link#Link_Accounts_and_Assets|Link Accounts and Assets]].
 
To enable Continuum Integration on CommitCRM's side and start Tickets transfer from Continuum:

# Open <Installation_DIR>\RMM\ CMTContinuumLink.ini
# Change the value for ''ProcessContinuumUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between Continuum sites/devices to CommitCRM).
# Restart CommitCRM RMMServer Service.

==Uninstall CommitCRM RMMServer Service==

Should you ever need to uninstall the RMM Server service, follow this procedure:

# Open Command Prompt as administrator (e.g. right click the option and select the Run as Administrator).
# Navigate to the \CommitCRM\RMM folder.
# Then type: CommitRMMServer.exe -uninstall
# Wait for a while and you should receive a verification that the service was uninstalled successfully.

 

=Two-Ways Ticket Integration=
Only after installing the CommitRMMServer, linking between Accounts and Sites and enabling the Integration, will the Ticket integration come into action.

Once the integration is enabled, all Tickets are managed only from CommitCRM.

The Ticket integration includes:

* New Ticket in CommitCRM from Continuum: Tickets arriving from Continuum automatically create Tickets in CommitCRM.
* New Ticket in Continuum from CommitCRM: Tickets can be created in Continuum from CommitCRM.
* Reassign: Tickets can be assigned to Continuum’s NOC and Virtual Service Desk from CommitCRM.
* Update: Notes can be added to Tickets in CommitCRM and be sent to Continuum.
* Close: Tickets can be closed from CommitCRM and will then be closed automatically in Continuum

Notes:

* Any updates to the Ticket details will not update the Ticket in Continuum.
* Closing a Ticket in CommitCRM will close the Ticket in Continuum.
* Closing a Ticket in Continuum will not change the Status in CommitCRM.

The following diagram demonstrated the work-flow when working with CommitCRM-Continuum integration:

[[File:Continuum-workflow.png]]

See more details on Ticket updates in the sections below.

==New Ticket==

New Tickets arriving from Continuum automatically create a Ticket in CommitCRM by the CommitCRM RMM server.

A standard (*) automatic Ticket creation process includes:

# Ticket arrives at the CommitCRM RMM Server.
# Ticket is created in CommitCRM.
# Ticket is linked to an Asset.
# Ticket appears in CommitCRM Ticket Inbox.

(*) See how the system handles non-standard scenarios in Ticket Creation [[Continuum_Link#Ticket_Creation_.E2.80.93_Special_Cases|Special Cases]].

When a new Ticket is created in Continuum (by a user or from an Alerts), CommitCRM RMMServer pulls the new ticket details and creates the Ticket in CommitCRM.

The new Ticket details in CommitCRM include:

# Ticket description taken from the Continuum Ticket description.
# Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from ''Default Ticket Manager'' defined in ''Tools > Options > Tickets (Admin) > Default Manager''.
# History Note is automatically added to the Ticket with the creation date and time from Continuum.
# Ticket is linked to the relevant Asset. If the system cannot determine the Asset, the Continuum Device details are added as a note to the Ticket. See more details in [[Continuum_Link#Device_Not_Linked_to_Asset|Device Not Linked to Asset]].

After the Ticket is created it is automatically added to the [[Ticket_Management#Inbox|Tickets Inbox]].

== New Ticket in Continuum ==

Once the CommitCRM-Continuum integration is enabled, all Tickets are managed only from CommitCRM. To create a Ticket in Continuum (e.g. assign work to the Continuum NOC team), Ticket should be created first in CommitCRM, and then transferred to Continuum.

To create a Ticket in Continuum:

# Create the Ticket in CommitCRM and open the Ticket Window.
# Go to Tickets > Tools > Create/Update Ticket in Continuum.
# The following window will open:

[[File:Continuum_new_ticket.png‎]]

# Choose the assignee. Ticket can be assigned to:
#* NOC Team
#* CommitCRM
#* Virtual Services Desk
# Add a Note if needed.
# Click OK to create the Ticket in Continuum.

Note that the CommitCRM Ticket has to be linked to an Account that is linked to a Continuum site and Asset linked to a Device (optional)

==Ticket Updates==
When working with the CommitCRM-Continuum Link, Tickets are managed only in CommitCRM. 

The following updates in Continuum are possible:

* Reassign Ticket (See [[Continuum_Link#Reassigning Tickets|Reassigning Tickets]]).
* Add Notes (See [[Continuum_Link#Adding Notes|Adding Notes]])

Note that Updating Ticket details (such as Description, assigned technician or any other details) will not affect the Ticket in Continuum.

While Tickets can be closed in Continuum, such an event does not affect the Ticket Status in CommitCRM.

== Reassigning Tickets ==

Once the CommitCRM-Continuum integration is enabled, all Tickets are managed only from CommitCRM. To reassign a Ticket in Continuum (e.g. assign work to the Continuum NOC team), it should be reassigned via CommitCRM.

To reassign a Ticket in Continuum:

# Select the Ticket in CommitCRM.
# Go to Tickets > Tools > Create/Update Ticket in Continuum.
# The follow window will open:

[[File:Continuum_reassign_ticket.png‎]]

# Choose the assignee. Ticket can be assigned to:
#* Keep current assignment.
#* CommitCRM
#* Virtual Services Desk
# Add a Note if needed.
# Click OK to reassign the Ticket in Continuum.

Note that the CommitCRM Ticket has to be linked to an Account that is linked to a Continuum site and Asset linked to a Device (optional)

== Receiving Tickets Back from Continuum ==

Once the CommitCRM-Continuum integration is enabled, all Tickets are managed only from CommitCRM. However, it is possible to assign work to the Continuum NOC team) via CommitCRM.

When a Ticket is assigned to NOC Team or Virtual Service Desk Team they can return the Ticket to CommitCRM.

For example:

# When the NOC Team or Virtual Service Desk Team resolve the problem and updated Ticket status to "Work completed"
# When the NOC Team need approval or additional information from the Partner they send the ticket back to Partner (i.e. CommitCRM) with status="Approval Required" or "Info Needed".

A Ticket that is returned to CommitCRM:

# Ticket goes into Inbox
# Update is logged in the Ticket's History as an audit entry.

== Adding Notes ==

Adding Notes to a Ticket will update the Note in Continuum and will add an Audit entry for this action in CommitCRM. The Note can be viewed in CommitCRM in the History area of the Ticket.

To Add a Note in Continuum:

# Select the Ticket in CommitCRM.
# Go to Tickets > Tools > Create/Update Ticket in Continuum.
# The follow window will open:
# Update the Note.
# Click OK to add notes to the Ticket in Continuum.

==Closing Tickets==

When working with the CommitCRM-Continuum Link, Tickets are managed only in CommitCRM. Whenever a Ticket is Completed in CommitCRM it is also being automatically closed in Continuum.

To close a Ticket:

# Open the Ticket in CommitCRM.
# Change the Ticket status to Completed (can be done from the toolbar, by dragging to a status or by changing the status manually).
# Ticket is automatically closed in Continuum.

Note that Tickets that are being closed via Continuum, will not affect the Ticket Status in CommitCRM.

=Managing Continuum Links=
In order for Tickets arriving from Continuum to be opened under the correct Account and Asset, you must create an association between Sites and Devices in Continuum to Accounts and Assets in CommitCRM.

Creating the links is done using the ''Continuum Links Manager'' Window via CommitCRM.

''Note: CommitCRM RMMServer service must first be installed in order for the Continuum Sites and Devices to be downloaded to the CommitCRM server. See more details in [[Continuum_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].''

==Link Account to Site==
In order for Tickets arriving from Continuum to be opened under the correct Account, you must create an association between sites in Continuum to Accounts in CommitCRM, or create an Account in CommitCRM for this Site.

Note that multiple Sites in Continuum can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

Use the Continuum Links Manager Window to create the association:

# In the Accounts Window, go to Accounts > Tools > Continuum Links Manager.
# In the Wizard which opens you can find a list of available un-linked sites from Continuum. This list gets updated every hour. In case you receive a message about a missing file, this means the initial setup hasn't been completed yet. For more details refer to [[Continuum_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].
# Select the Site you want to link, and click Next. The following screen appears: [[File:Continuum-link-account-wizard.png‎]] 
# In above screen you should choose the CommitCRM Account to be linked to the external record:
## Find the parallel Account(**) using the search options:
###Search for Account by keyword/s.
###See Account list recommended by the system based on the Site name.
###Once you have chosen the Account, click Link to Account.
##OR create a new Account based on the selected Site details(*). ''(*) Note: When creating a new Account in CommitCRM based on the Site from Continuum, only the Site name is copied to CommitCRM. No other details are transferred. (**) Note: that multiple Sites in Continuum can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.
''
 
At this point the Account and Site are linked.

To cancel this link between the Account and Site, hit the Linked Accounts tab to find the Account and remove the link. See [[Continuum_Link#Unlink_Account_From_Site|Unlink Account From Site]].

==Unlink Account From Site==

Accounts in CommitCRM must be linked to Sites in Continuum in order for Tickets to be created under the correct Account. If you want to cancel a link between an Account and a Site, you can use two methods:

Use the Continuum Account Link Manager (recommended, this way you can see the linked Site details before removing the link):

# In the Accounts Window, go to ''Accounts > Tools > Continuum Links Manager''.
# In the Window which opens hit the ''Linked Records'' tab to find Accounts which are already linked.
# This tab displays a list of Accounts linked to Sited and displays the linked Site details in the bottom pane (if the details are available). This list gets updated every hour.
# Select the Account you want to unlink, and click ''Remove Link''.
#''Note: Some Accounts may be listed more than once in the Linked Accounts tab, if they are linked to multiple Continuum sites. Each link can be removed separately.''

OR use the quick option:

# In the Accounts window, find the Account you want to unlink.
# Go to ''Accounts > Tools > Remove Link between CommitCRM Record and Continuum''.
# If the Account is linked to more than one site, ALL links will be removed.

''Note: Removing the link between the Account and the Site in Continuum will also result in removing the links between the Account's tickets and assets to the ones in Continuum.''

==Link Asset to Device==
In order for Tickets arriving from Continuum to be linked to the correct Asset, you must create an association between Devices in Continuum to Assets in CommitCRM, or create an Asset in CommitCRM for this Device.

Use the Continuum Links Manager Window to create the association:

# In the Assets Window, go to ''Assets > Tools > Continuum Links Manager''.
# In the Wizard which opens you can find a list of available un-linked Devices from Continuum. This list gets updated every hour.
# Select the Device you want to link, and click Next. The following screen appears: [[File:Continuum-link-asset-wizard-step2.png‎]] 
#Find Asset:
##Find the equivalent Asset using the search options:
###Search by name.
###See Assets recommended by the system based on the Device name.
###Once you have chosen the Asset, click Link to Asset.
##OR create a new Asset based on the Device details(*).

''(*) Note: When creating a new Asset in CommitCRM based on the Device from Continuum, the following fields are copied: Device Name, Serial Number and Manufacturer. Other technical device details are copied to the Asset Note field.''
 
At this point the Asset and Device are linked.

To cancel the link between the Asset and Device, hit the ''Linked External Records'' tab to find the Asset and remove the link. See [[Continuum_Link#Unlink_Asset_From_Device|Unlink Asset From Device]].

==Unlink Asset From Device==

Assets in CommitCRM must be linked to Sites in Continuum in order for Tickets to be linked to the correct Asset. If you want to cancel a link between an Asset and a Device, you can use two methods:

Use the Continuum Links Manager (recommended! this way you can see the linked Site details before removing the link):

# In the Asset Window, go to Assets > Tools > Continuum Links Manager.
# In the Window which opens hit the ''Linked External Records'' tab to find Assets which are already linked.
# This tab displays a list of linked Assets in CommitCRM and displays the linked Device details in the bottom pane. This list gets updated every hour.
# Select the Asset you want to unlink, and click Remove Link.

OR use the quick option:

# In the Assets window, find the Asset you want to unlink.
# Go to ''Assets > Tools > Remove Link between CommitCRM record and Continuum''.

=Ticket Creation – Special Cases=
In case the Site or Device is not linked to the equivalent Account and Asset in CommitCRM, the Ticket will still be created, and the missing entity will be handled by the system in the following manner: 
[[File:Zenith_Integration_Full_Flow.png]]

==Ticket from Unknown Site==

In case a Ticket arrives from Continuum for an anonymous Site which is not linked to any Account in CommitCRM, a new Account is automatically created with the name:

[Continuum AUTO CREATED] + Site name in Continuum.

For example, a Ticket which is created in Continuum for a site called "ACME company", the Account which is automatically created for this site will be called:

[Continuum AUTO CREATED] + ACME company

If such an Account already exists in CommitCRM (from previous tickets), the new Account will still be created, so multiple Accounts with the same name may exist in the system.

The Ticket is then created and linked to this automatically created Account. New Continuum Tickets will also be linked to this Account as long as a permanent Account is not created for this Site.

When technicians find this Ticket, they should:
# If a "real" Account already exists for this site, merge both Accounts to the master CommitCRM account for this site.
# If this site is new and does not exist in CommitCRM, make this the master Account for this site, and rename it to its real name.
# After the merge, all links to Continuum Sites will be merged into the Master Account so there is no need to re-link the Account to the Site.

[[File:Zenith_Integration_anonymous_account.png]]

==Device Not Linked to Asset==
In case a Ticket arrives from Continuum and is linked to a Device which is not linked to any Asset in CommitCRM:
# The Ticket is created and linked to Account.
# Device details are filled in the Ticket Description.

==Tickets without a Site==
In Continuum, manual Tickets can be unrelated to any specific customer site (e.g. a support Ticket against Continuum NOC Support). In this case, the Ticket which arrives at CommitCRM is not linked to a Site.

In case the Ticket is not linked to a Site, the Ticket is created and linked to the your own business’ Account, i.e. the first Account created in CommitCRM which represents your own business.

=Troubleshooting=
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the Continuum Links Manager (e.g. from Accounts > Tools > Open Continuum Links Manager).

First, make sure all setup and installation steps were performed properly:
# Initialize Continuum PSG.
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads Continuum Sites and Devices to the CommitCRM server.
 
See full details in [[Continuum_Link#CommitCRM_Setup|CommitCRM Setup]].

 
If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

If no error file exists at this location, please contact CommitCRM Support for further assistance.

 
After the initial setup, to start working with the Continuum Link, you should complete the following steps:
# Link Accounts and Assets in CommitCRM to Sites in and Devices Continuum.
# Enable Continuum Integration.

See full details in [[Continuum_Link#CommitCRM_Setup|CommitCRM Setup]].

=CommitCRM Privileges=
In order for a user to manage Continuum Links (with Sites and Devices) the user should have Continuum Integration Privileges.

User without privilege for Continuum will not be able to link and unlink Continuum Sites, Devices and Tickets. The user will be able to view the Continuum Links Management Window in order to see the unlinked and linked Sites and Devices, however, the window will open for read-only purpose.

To give a user the ability to update links, they need to have the Continuum Integration Privilege:

# Find the user's Privileges Group from the Employee's window > Employee Tab.
# Then check that the Privileges Group includes the Continuum Privilege:
## Go to ''File > Users & Privileges > Privileges''.
## Choose the relevant group from the drop down menu and make sure that the ''Continuum Integration'' privilege is selected.

[[File:Continuum_integration-privileges.png‎]]

=See Also=
*[[MSP_Integration_Setup|MSP/RMM Integration]]
*[[API by Email and MSP Integration]]
*[[Email Connector]]

[[Category:Installation]]
[[Category:Email Connector]]

GFI MAX Link

2014-09-02T10:30:15Z

Robert: /* CommitCRM Setup */

=Introduction=
CommitCRM-GFI MAX Link module provides an integration with the remote monitoring and management (RMM) solution designed for managed services providers (MSP) offered by GFI.

The CommitCRM-GFI MAX Link automatically opens Tickets in CommitCRM for failed checks from GFI MAX. Any updates to the ticket (i.e. check failed again or check succeeded) are automatically logged as Notes in the Ticket History in CommitCRM. When a failed check is resolved in GFI MAX (i.e. it does not fail anymore), it automatically updates the Ticket with a relevant note, and the Ticket in CommitCRM can be closed.

Each Ticket update that is a result of a check status change in GFI MAX pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates. This integration helps you make sure you do not miss any events and always provide your customers with the best service.

The CommitCRM integration with GFI MAX includes:

* Ticket creation from GFI MAX failed checks.
* Link Accounts to Sites in GFI MAX or create Account from Site.
* Link Assets to Products in GFI MAX or create Asset from Product.

'''''Technical Note''''' 
''The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all checks from GFI and creates the Ticket in CommitCRM.''

=GFI MAX Settings=
This section describes the Setup steps required in the GFI MAX Portal in order to start working with CommitCRM as your PSA system in GFI MAX.
 
To allow CommitCRM RMMServer service to connect with GFI MAX and sync with it, a GFI MAX API Key is required.

To setup GFI API key:

# Login to the GFI Portal with Admin account and go to ''Settings-> General Settings-> API Key tab''.
# Click Generate Key and copy the API key to be pasted in CommitCRM properties file.
# To verify your API key and Server URL you can have them sent to you by email. To do this, in 'Email API Token to' enter your email address and click 'Email Token'. The API Key and respective GFI MAX Server URL will be sent to the specified email.

'''[http://www.youtube.com/watch?v=ihR_MU1c98M| >> Click to watch a video created by GFI that outlines the steps for integrating GFI MAX and CommitCRM].'''

=CommitCRM Setup=
'''Please make sure to enable the integration with CommitCRM on the GFI MAX side (see [[GFI_MAX_Link#GFI MAX Settings|GFI MAX Settings]]) before you proceed with the CommitCRM side setup below.'''
 
To set up CommitCRM to work with GFI MAX, the following steps are required:

# Backup CommitCRM Database.
# Initialize GFI MAX API Key.
# Initialize GFI MAX Server URL
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads GFI MAX Sites and Devices to the CommitCRM server.
# Link Accounts and Assets in CommitCRM(*) to Sites in and Devices GFI MAX.
# Enable GFI MAX Integration.
 
''* Note: 
''The full integration with GFI MAX on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link GFI MAX Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets are created before the links take place. Once all Accounts are linked, users should enable the integration, see [[GFI_MAX_Link#Enable_GFI_MAX_Integration|Enabling GFI MAX Integration]] ''.

==Backup CommitCRM Database==
Before starting to work with the GFI MAX integration, make sure to [[Backup_and_Restore_FAQ|backup your CommitCRM database]].

The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

==Initialize GFI MAX API Key==
After you finish setting up the API Key at the GFI MAX Portal (see [[GFI_MAX_Link#GFI MAX Settings|GFI MAX Settings]]), you can move on to the next step and enter the API Key into CommitCRM settings.
 
To initialize the API Key in CommitCRM:
* Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
* Copy the API Key value from GFI MAX Settings window as described above in [[GFI_MAX_Link#GFI_MAX_Settings|GFI MAX Settings]], and paste your GFI MAX API Key as the value for token GFIMAX_API_KEY:
GFIMAX_API_KEY=<Your-GFI-MAX-API-Key>
* Save your changes.
 

==Initialize GFI MAX Server URL==
In this step you should initialize the GFI MAX server URL in CommitCRM. 
Important Notes:
* Only the main domain URL should be used. For exmaple, if you see: '''<nowiki> https://wwweurope1.systemmonitor.eu.com/dashboard/</nowiki>''' Only paste the following (i.e. without the trailing folder/path/parameters): '''<nowiki> https://wwweurope1.systemmonitor.eu.com</nowiki>'''
* Customers using the GFI Portal in '''United States''' should first try to use the following URL (rather than the Poral Login URL): '''<nowiki>https://www.systemmonitor.us</nowiki>'''

To initialize the URL in the configuration file:
# Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
# Paste the GFI MAX server URL as the value for token GFIMAX_SERVER_URL: GFIMAX_SERVER_URL=<Your-GFI-MAX-Server_URL>
# Save your changes. 

 

==Install CommitCRM RMMServer Service==
After you finish setting up all of the required settings (see [[GFI_MAX_Link#Initialize_GFI_MAX_API_Key|Initialize GFI MAX API KEY]]), you can move on to the next step and install the CommitCRM RMMServer service.

The CommitCRM RMMServer runs as a Windows Service on your server.

'''Before you install the CommitCRM RMMServer'''
#Make sure to complete the Setup steps prior to installing the Windows Service.
#Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

This part of the installation should be performed on the server itself.
When logged in to the server with a Window's Administrator account, open a command prompt window and enter the following command:

<Installation_DIR>\CommitCRM\RMM\CommitRMMServer.exe '''-install'''

''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''

A Window's service called CommitRMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".
 
'''Start Service''': 
Using the Window's Services Management window start the service (right-click > Start). Make sure that it is set to start automatically (Startup type > Automatic) each time the server is restarted.

 

==Download Sites and Devices Files==
In order for the failed checks arriving from GFI MAX to be able to create Tickets for the correct Account and Asset, all GFI MAX Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.
 
Managing the links requires downloading the list of Sites and Devices from GFI MAX. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the GFI MAX Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.
 
 
Once the settings have been applied at GFI MAX Portal, and the CommitCRM RMMServer is activated, it tries to connect to GFI MAX and download the following files:

* <server>\CommitCRM\Dbsys\GFIMAXSites_RMAGFIMAXINFOTECHID1.cmt
* <server>\CommitCRM\Dbsys\GFIMAXDevices_RMAGFIMAXINFOTECHID1.cmt

Both files are used by the GFI MAX Links manager in CommitCRM client to link GFI MAX Sites and Devices to equivalent CommitCRM Accounts and Assets.

Make sure both files exist before moving on to the next step which is Linking Accounts and Assets.

'''Handling Errors''' 
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the GFI MAX Links Manager (e.g. from Accounts > Tools > Open GFI MAX Links Manager). In such case, refer to the [[GFI_MAX_Link#Troubleshooting|Troubleshooting]] section.

==Link Accounts and Assets==
When a failed check report arrives from GFI MAX a new Ticket is created in CommitCRM and automatically linked to the Account which is associated
with the Site specified for the Device of the failed check. In case the Site is not associated to any CommitCRM Account, a temporary Account is
created and the Ticket is linked to it.
 
To avoid redundant temporary Accounts from being created, all GFI MAX Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See
[[GFI_MAX_Link#Enable_GFI_MAX_Integration|Enable GFI MAX Integration]].

'''Link Accounts to Sites''' 
Before starting to work with the GFI MAX Integration, an Administrator must first link all Accounts to the equivalent Sites in GFI MAX . This step is required in order for failed checks arriving from GFI MAX to open Tickets under the correct Account.

To Link Accounts to Sites in GFI MAX see [[GFI_MAX_Link#Link_Account_to_Site|Link Account to Site]].

'''Link Assets to Devices''' 
Before starting to work with the GFI MAX Integration, an Administrator must first link all and Assets to the equivalent Devices in GFI MAX. This step is required in order for failed checks arriving from GFI MAX to open Tickets under the correct Asset.

To Link Assets to Devices in GFI MAX see [[GFI_MAX_Link#Link_Asset_to_Device|Link Asset to Device]].

==Enable GFI MAX Integration==
Enabling GFI MAX Integration on the CommitCRM server (assuming the GFI MAX setup was already performed) will immediately start sending failed checks GFI MAX to CommitCRM. Make sure to [[GFI_MAX_Link#Link_Accounts_and_Assets|link your GFI MAX Sites with CommitCRM Accounts]] prior to enabling the integration on CommitCRM's side, to avoid duplicate Account creation. It is also advisable to link GFI MAX Devices to CommitCRM Assets. See more details in [[GFI_MAX_Link#Link_Accounts_and_Assets|Link Accounts and Assets]].
 
 
To enable GFI MAX Integration on CommitCRM's side and start failed checks to arrive at CommitCRM:

# Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
# Change the value for ''ProcessGFIMAXUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between GFI MAX sites/devices to CommitCRM).
# Restart CommitCRM RMMServer Service.

==Uninstall CommitCRM RMMServer Service==

Should you ever need to uninstall the RMM Server service, follow this procedure:

# Open Command Prompt as administrator (e.g. right click the option and select the Run as Administrator).
# Navigate to the \CommitCRM\RMM folder.
# Then type: CommitRMMServer.exe -uninstall
# Wait for a while and you should receive a verification that the service was uninstalled successfully.

 

=Managing GFI MAX Links=
In order for failed checks arriving from GFI MAX to open a Ticket under the correct Account and Asset, you must create an association between Sites and Devices in GFI MAX to Accounts and Assets in CommitCRM.

Creating the links is done using the ''GFI MAX Links Manager'' Window via CommitCRM.

''Note: CommitCRM RMMServer service must first be installed in order for the GFI MAX Sites and Devices to be downloaded to the CommitCRM server. See more details in [[GFI_MAX_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].''

==Link Account to Site==
In order for failed checks arriving from GFI MAX to open a Ticket under the correct Account, you must create an association between Sites in GFI MAX to Accounts in CommitCRM, or create an Account in CommitCRM for this Site.

Note that multiple Sites in GFI MAX can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

Use the GFI MAX Links Manager Window to create the association:

# In the Accounts Window, go to Accounts > Tools > GFI MAX Links Manager.
# In the Wizard which opens you can find a list of available un-linked Sites from GFI MAX . This list gets updated every hour. In case you receive a message about a missing file, this means the initial setup hasn't been completed yet. For more details refer to [[GFI_MAX_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].
# Select the Site you want to link, and click Next. The following screen appears: [[File:GFI_MAX_link_account_wizard_step_2.png]] 
# In the above screen you should choose the CommitCRM Account to be linked to the external record:
## Find the parallel Account(**) using the search options:
###Search for Account by keyword/s.
###See Accounts recommended by the system based on the Site name.
###Once you have chosen the Account, click Link to Account.
##OR create a new Account based on the selected Site details(*). ''(*) Note: When creating a new Account in CommitCRM

(*) Note: The Account name created from GFI MAX includes the Site name + Client name as appear in GFI MAX. No other details are transferred.
 
(**) Note: Multiple Sites in GFI MAX can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.
''
 
At this point the Account and Site are linked.

To cancel this link between the Account and Site, hit the Linked Accounts tab to find the Account and remove the link. See [[GFI_MAX_Link#Unlink_Account_From_Site|Unlink Account From Site]].

==Unlink Account From Site==

Accounts in CommitCRM must be linked to Sites in GFI MAX in order for Tickets to be created under the correct Account. If you want to cancel a link between an Account and a Site, you can use two methods:

Use the GFI MAX Account Link Manager (recommended, this way you can see the linked Site details before removing the link):

# In the Accounts Window, go to ''Accounts > Tools > GFI MAX Links Manager''.
# In the Window which opens hit the ''Linked Records'' tab to find Accounts which are already linked.
# This tab displays a list of Accounts linked to Sited and displays the linked Site details in the bottom pane (if the details are available). This list gets updated every hour.
# Select the Account you want to unlink, and click ''Remove Link''.
#''Note: Some Accounts may be listed more than once in the Linked Accounts tab, if they are linked to multiple GFI MAX sites. Each link can be removed separately.''

OR use the quick option:

# In the Accounts window, find the Account you want to unlink.
# Go to ''Accounts > Tools > Remove Link between CommitCRM Record and GFI MAX''.
# If the Account is linked to more than one site, ALL links will be removed.

''Note: Removing the link between the Account and the Site in GFI MAX will also result in removing the links between the Account's tickets and assets to the ones in GFI MAX.''

==Link Asset to Device==
In order for Tickets arriving from GFI MAX to be linked to the correct Asset, you must create an association between Devices in GFI MAX to Assets in CommitCRM, or create an Asset in CommitCRM for this Device.

Use the GFI MAX Links Manager Window to create the association:

# In the Assets Window, go to ''Assets > Tools > GFI MAX Links Manager''.
# In the Wizard which opens you can find a list of available un-linked Devices from GFI MAX. This list gets updated every hour.
# Select the Device you want to link, and click Next. The following screen appears: [[File:GFI_MAX_link_asset_wizard_step_2.gif]] 
#Find Asset:
##Find the equivalent Asset using the search options:
###Search by name.
###See Assets recommended by the system based on the Device name.
###Once you have chosen the Asset, click Link to Asset.
##OR create a new Asset based on the Device details(*).

''(*) Note: When creating a new Asset in CommitCRM based on the Device from GFI MAX, the following fields are copied: Device Name, Serial Number and Manufacturer. Other technical device details are copied to the Asset Note field.''
 
At this point the Asset and Device are linked.

To cancel the link between the Asset and Device, hit the ''Linked External Records'' tab to find the Asset and remove the link. See [[GFI_MAX_Link#Unlink_Asset_From_Device|Unlink Asset From Device]].

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"

| class="MainPageBG" style="width:50%; border:1px solid #FFCB99; background:#ffffff; vertical-align:top; color:#000;" |
{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h2 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Tip</h2>
|-
| style="color:#000;" | <div id="mp-tfa">Note that new Devices that are created in GFI MAX are not added automatically as Assets in CommitCRM. You should review the GFI MAX Links Manager from time to time and see if there are any new un-linked devices. If so, link them to an Asset in CommitCRM or create a new Asset in CommitCRM based on them.
</div>
|}
|}

==Unlink Asset From Device==

Assets in CommitCRM must be linked to Sites in GFI MAX in order for Tickets to be linked to the correct Asset. If you want to cancel a link between an Asset and a Device, you can use two methods:

Use the GFI MAX Links Manager (recommended! this way you can see the linked Site details before removing the link):

# In the Asset Window, go to Assets > Tools > GFI MAX Links Manager.
# In the Window which opens hit the ''Linked External Records'' tab to find Assets which are already linked.
# This tab displays a list of linked Assets in CommitCRM and displays the linked Device details in the bottom pane. This list gets updated every hour.
# Select the Asset you want to unlink, and click Remove Link.

OR use the quick option:

# In the Assets window, find the Asset you want to unlink.
# Go to ''Assets > Tools > Remove Link between CommitCRM record and GFI MAX''.
 

=Ticket Creation from GFI MAX Failed Checks=
Only after installing the CommitCRM RMMServer, linking between Accounts and Sites and enabling the Integration, will the Ticket creation come into action.

Once enabled, failed checks arriving from GFI MAX automatically create a Ticket in CommitCRM.

A standard(*) automatic Ticket creation process includes:

# Failed check arrives at CommitCRM.
# Ticket is created in CommitCRM.
# Ticket is linked to Asset.
# Ticket appears in CommitCRM Tickets Inbox.

Once the Ticket is created in CommitCRM it is managed only in CommitCRM.

==New Ticket==
New Tickets are automatically created by CommitCRM RMM server from failed checks arriving from GFI MAX.

The new Ticket in CommitCRM includes:

# Ticket description taken from the GFI MAX description.
# Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from ''Default Ticket Manager'' defined in ''Tools > Options > Tickets (Admin) > Default Manager''.
# History Note is automatically added to the Ticket with the creation date and time from GFI MAX.
# Ticket is linked to the relevant Asset. If the system cannot determine the Asset, the GFI MAX Device details are added as a note to the Ticket. See more details in [[GFI_MAX_Link#Device_Not_Linked_to_Asset|Device Not Linked to Asset]].

After the Ticket is created it is automatically added to the [[Ticket_Management#Inbox|Tickets Inbox]].

==Ticket Updates==
When working with the CommitCRM-GFI MAX Link, Tickets are managed only in CommitCRM.
 
Check status changes in GFI MAX result in a History Note under the Ticket History tab in CommitCRM.

Check status changes include:
* Check failed again.
* Check succeeded.

Each Ticket update that is a result of a check status change in GFI MAX pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates. This integration helps you make sure you do not miss any events and always provide your customers with the best service.

==Closing Tickets==
Closing or canceling a Ticket in CommitCRM will close the Ticket in CommitCRM without affecting anything regarding the failed check in GFI MAX.
 

=Ticket Creation – Special Cases=
In case the Site or Device is not linked to the equivalent Account and Asset in CommitCRM, the Ticket will still be created, and the missing entity will be handled by the system in the following manner:
 
[[File:GFI_MAX_Integration_Full_Flow.png]]

==Ticket from Unknown Site==

In case a check arrives from GFI MAX for an anonymous Site which is not linked to any Account in CommitCRM, a new Account is automatically created with the name: [GFI MAX AUTO CREATED] + Site name in GFI MAX.

For example, a failed check in GFI MAX for a site called "ACME company", the Account which is automatically created for this site will be called:
[GFI MAX AUTO CREATED] + ACME company

If such an Account already exists in CommitCRM (from previous tickets), the new Account will still be created, so multiple Accounts with the same name may exist in the system.

The Ticket is then created and linked to this automatically created Account. New GFI MAX failed checks for this Site will also be linked to this Account as long as a permanent Account is not created for this Site.

When technicians find this Ticket, they should:
# If a "real" Account already exists for this site, merge both Accounts to the master CommitCRM account for this site.
# If this site is new and does not exist in CommitCRM, make this the master Account for this site, and rename it to its real name.
# After the merge, all links to GFI MAX Sites will be merged into the Master Account so there is no need to re-link the Account to the Site.
[[File:GFI_MAX_Integration_anonymous_account.png]]

==Device Not Linked to Asset==
In case a failed check arrives from GFI MAX and is linked to a Device which is not linked to any Asset in CommitCRM:
# The Ticket is created and linked to Account.
# Device details are filled in the Ticket Description.
 

=GFI MAX Skip Rules=
GFI MAX Skip Rules tell the system which automated failed checks (which were received from GFI MAX) can be skipped and ignored, and no Ticket will be created for them in CommitCRM.

Using the Skip rules, you can define a condition in which the system will ignore failed checks that you don’t want any Ticket created for. All failed checks are still reported to the [[GFI_MAX_Link#RMM_Event_Log|RMM Event Log]], for better control over the events.

==When to use Skip Rules?==
The Skip Rules should be used to ignore unnecessary Tickets. For example, server CPU utilization of 80% or more might create a failed check and a CommitCRM Ticket, however, a few moments later the CPU goes back to normal and the issue is “resolved”.

==Define Skip Rules==
To define Skip rules, go to ''Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules''.

To add a new rule:

# Click the New button. The New Skip Rule Details Window opens. [[File:Gfi_max_skip_rule_window.png]]
# In this window, defined the condition in which the system should ignore a failed-check. Use the following options:
## '''Device Type''' - use this field to determine for which device type the system should skip the check. Options are:
### '''Workstation''' (default).
###'''Server''' For example, you may want to skip only reports arriving from Workstations, while the same reports arriving for a Server should create a Ticket.
## '''Check Occurrence''' - determines for which failed-check occurrence to ignore the check. The options represent the available occurrences as defined in GFI MAX. You can ignore all (using the “Any” option) or specific occurrence check. For example, you may want to ignore the 24X7 checks, thus creating Tickets only for periodic checks. Options are:
### Any (default)
### Daily Safety Check
### 24x7 (happens all day in a defined frequency)
### Automated Task
## '''Check Type''' - use this field if you want to skip only a specific check type, as appears in GFI MAX. You can ignore all check types (leave <Any> selected) or choose the Check Type from the drop-down list.
## '''The name of the check includes''' - use this option to skip a specific check based on its name. Leave this field empty if you do not want to skip a check based on its name.
## '''Threshold''' - for server reports (this option appears only when “Server” is selected in the first line), you can define the minimal time or number of reports to wait before creating a Ticket. If defined, the system will evaluate each failed-check report, and see if it has reached the threshold before creating the new Ticket. Possible options are:
### None (default)
### The first report on this problem started less than: X hours, X minutes ago.
### So far the check has failed less that X times.
## Click OK to save your changes and add the rule.
## Once done, click OK in the main RMM Rules Management window to save your changes.
## The changes made to the GFI MAX rules will take effect once the CommitCRM RMMServer service is automatically updated with the new information. This can take up to several hours, depending on the polling interval of the server.
If you want the changes to take effect immediately, restart CommitCRM RMMServer service on your server. See more details in [[GFI_MAX_Link#GFI_MAX_Link#Install_CommitCRM RMMServer_Service|Install CommitCRM RMMServer Service]].

==Delete Skip Rule==
To delete a Skip rule:
# Go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.
# Select the rule you want to delete and click the Delete button on the right.
# The rule will be deleted immediately (no confirmation message will appear).

==Edit Skip Rule==
To edit an existing Skip rule:
# Go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.
# Select the rule you want to edit and click the Edit button on the right (or double-click the rule).
# The Skip Rules Details window opens.
# Edit the Rule and click OK to save your changes.

=GFI MAX Event Log=
GFI MAX Event Log reports all events received and sent by the GFI MAX integration, including arriving failed checks, skipped failed checks and failed-check updates.

Using the log users can accurately follow incoming checks, see checks that were skipped (no ticket created) and review all activity with GFI MAX in a single window.

==RMM Event Log Window==
The main window shows all RMM events in a list format. Each line shows:
* RMM Application name
* Time on the event (Logged At)
* Event Description.
* Event Type

Double clicking each entry opens a detailed window:
* '''Status''' - Ticket Created, Skipped or Updated.
* '''External Application Name''' - The external application name, i.e. GFI MAX.
* '''Description''' - shows the description of the event. The description varies according to the event type:
** '''New Ticket''' - shows the new Ticket number.
** '''Ticket Update''' - shows the Ticket number and the update (resolved or updated with a history note)
** '''Ticket Skipped''' - shows message details relevant for the skip rule:
*** '''Client Name, Site Name, Device Name'''
*** Skip Rule details: Device type, Check Occurrence, Check Type, Check Name Includes, Time Threshold, Count Threshold.
** '''Technical Details''': shows the actual XML that was received by the GFI MAX integration.
** For skipped rules, users can review the rule in the description together with the details in the XML transaction, to conclude why the failed-check was skipped and no ticket was created.

 
[[File:Gfi_event_log.png]]

=Troubleshooting=
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the GFI MAX Links Manager (e.g. from Accounts > Tools > Open GFI MAX Links Manager).

First, make sure all setup and installation steps were performed properly:
# Initialize GFI MAX API Key and verify GFI Max server URL.
# To verify your API key and Server URL you can have them sent to you by email. To do this, in 'Email API Token to' enter your email address and click 'Email Token'. The API Key and respective GFI MAX Server URL will be sent to the specified email.
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads GFI MAX Sites and Devices to the CommitCRM server.
 
See full details in [[GFI_MAX_Link#CommitCRM_Setup|CommitCRM Setup]].

'''[http://www.youtube.com/watch?v=ihR_MU1c98M| Click to watch a video created by GFI that outlines the steps for integrating GFI MAX and CommitCRM].'''

 
If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

If no error file exists at this location, please contact CommitCRM Support for further assistance.

 
After the initial setup, to start working with the GFI MAX Link, you should complete the following steps:
# Link Accounts and Assets in CommitCRM to Sites in and Devices GFI MAX .
# Enable GFI MAX Integration.

See full details in [[GFI_MAX_Link#CommitCRM_Setup|CommitCRM Setup]].

=CommitCRM Privileges=
In order for a user to manage GFI MAX Links (with Sites and Devices) the user should have GFI MAX Integration Privileges.

User without privilege for GFI MAX will not be able to link and unlink GFI MAX Sites and Devices. The user will be able to view the GFI MAX Links Management Window in order to see the unlinked and linked Sites and Devices, however, the window will open for read-only purpose.

To give a user the ability to update links, they need to have the GFI MAX Integration Privilege:

# Find the user's Privileges Group from the Employee's window > Employee Tab.
# Then check that the Privileges Group includes the GFI MAX Privilege:
## Go to ''File > Users & Privileges > Privileges''.
## Choose the relevant group from the drop down menu and make sure that the ''RMM-Zenith, GFI MAX Integration'' privilege is selected.

[[File:GFI_MAX_integration_privilege.gif]]

Zenith Link

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Zenith Link

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#REDIRECT [[Continuum Link]]
=Introduction=
The CommitCRM-Zenith Integration automatically creates tickets in CommitCRM from alerts and service tickets generated by Zenith Infotech system, or from tickets created manually by the Zenith NOC. Users can then close the Ticket in CommitCRM, and it will be closed in Zenith.

The CommitCRM integration with Zenith includes:

* Two-ways Ticket Integration.
* The ability to link Account to Site in Zenith or create Account from Site.
* The ability to link Asset to Device in Zenith or create Asset from Device.

Once the CommitCRM-Zenith Integration has been configured Zenith
Ticketing System is disabled and Ticket management is performed solely in CommitCRM.

Ticket can still be viewed in Zenith (read-only); however, the master Ticket is managed in CommitCRM. When closing a Ticket in CommitCRM it is closed in Zenith. When closing a Ticket in Zenith it adds a History Note to the Ticket in CommitCRM, however, the Ticket stays open.

'''''Technical Note''''' 
''The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all alerts and Tickets from Zenith and creates the Ticket in CommitCRM.''

=Zenith/Continuum Settings=
This section describes the Setup steps required in the Zenith Portal in order to start working with CommitCRM as your PSA system in Zenith.
 
'''Important Notes''':
# Once the CommitCRM-Zenith Integration has been configured on Zenith Portal, it takes a few hours (up to 24 hours) until the new settings apply on the Zenith back-end. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.
# Once CommitCRM is activated as your PSA in Zenith Portal, Zenith Ticketing System is disabled and Ticket management is performed solely in CommitCRM.
# Since all Ticket Management is disabled in Zenith, Zenith email alerts for Tickets will also be disabled, and you will no longer get email alerts for new Tickets from Zenith Portal. In case you want to receive email alerts for new Tickets (arriving from Zenith Portal) via CommitCRM, you may consider using Commit Alerts Server module, which sends email alerts for new updates in the CommitCRM system. See more details in [[Alerts_Server|Commit Alerts Server]].
 
To allow CommitRMM service to connect with Zenith and sync with it, a Zenith Partner Security code (also known as PSG) is required.

To setup Zenith PSG:

# Login to the Zenith Portal with Admin account and go to ''Configuration > Edit Member Details''.
# The Account Details window is displayed. Under PSA Details, click ''PSA Settings''. [[File:Zenith_link_psa_settings.gif]] 
# Click the link “CommitCRM” option. [[File:Zenith_link_generate_psg.gif]] 
# Copy the PSG on the screen and click Enable. This will lock the PSG to your account. Use this PSG to complete the configuration in CommitCRM. See [[Zenith_Link#CommitCRM_Setup|CommitCRM Setup]].
# Go back to the “PSA Settings” page and click Activate against CommitCRM (2 Way Integration). You will receive message “CommitCRM (2 Way Integration) is Activated Successfully”. [[File:Zenith_link_activate.jpg]] 
# After receiving the "Activated successfully" message, it takes a few hours until the new settings apply on the Zenith back-end. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect ad download data.

[http://continuum.helpdocsonline.com/#psa-integration For more details on Zenith Setting, click to review the Continuum configuration guide]

=CommitCRM Setup=
'''Please make sure to enable the integration with CommitCRM on the Zenith side (see [[Zenith_Link#Zenith Settings|Zenith Settings]]) before you proceed with the CommitCRM side setup below.'''
 
To set up CommitCRM to work with Zenith, the following steps are required:

# Backup CommitCRM Database.
# Initialize Zenith PSG.
# Install CommitRMMServer.
# Validate CommitRMMServer downloads Zenith Sites and Devices to the CommitCRM server.
# Link Accounts and Assets in CommitCRM(*) to Sites in and Devices Zenith.
# Enable Zenith Integration.
 
''* Note: 
''The full integration with Zenith on the CommitCRM side will be '''disabled''' by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link Zenith Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets arrive before the links take place. Once all Accounts are linked, users should enable the integration, see [[Zenith_Link#Enable_Zenith_Integration|Enabling Zenith Integration]] ''.

==Backup CommitCRM Database==
Before starting to work with the Zenith integration, make sure to [[Backup_and_Restore_FAQ|backup your CommitCRM database]].

The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.

==Initialize Zenith PSG==
After you finish setting up the PSG at Zenith Portal (see [[Zenith_Link#Zenith Settings|Zenith Settings]]), you can move on to the next step and enter the PSG into CommitCRM settings.
 
To initialize the PSG in CommitCRM:
* Open <Installation_DIR>\RMM\CMTZenithLink.ini
* Copy the Security Code value from Zenith PSA Settings window as described above in [[Zenith_Link#Zenith_Settings|Zenith Settings]], and paste your Zenith Partner Security code as the value for token PSG:
PSG=<Your-Zenith-Security-Code>
* Save your changes.
 

==Install CommitCRM RMMServer Service==
After you finish setting up all of the required settings (see [[Zenith_Link#Initialize_Zenith_PSG|Initialize Zenith PSG]]), you can move on to the next step and install the CommitCRM RMMServer service.

The CommitRMMServer runs as a Windows Service on your server.

'''Before you install the CommitCRM RMMServer'''
#Make sure to complete the Setup steps prior to installing the Windows Service.
#Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

This part of the installation should be performed on the server itself.
When logged in to the server with a Window's Administrator account, open a command prompt window and enter the following command:

<Installation_DIR>\RMM\CommitRMMServer.exe -install

''Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.''

A Window's service called CommitCRM RMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".
 
'''Start Service''': 
Using the Window's Services Management window start the service (right-click > Start). Make sure that it is set to start automatically (Startup type > Automatic) each time the server is restarted.

 

==Download Sites and Devices Files==
In order for the Tickets arriving from Zenith to be created for the correct Account and Asset, all Zenith Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.
 
Managing the links requires downloading the list of Sites and Devices from Zenith. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the Zenith Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.
 
''(*)Important Note: After the CommitCRM-Zenith Integration has been configured on Zenith Portal, it takes a few hours (up to 24 hours) until the new settings apply on the '''Zenith back-end'''. Note that even if all settings seem correct on Zenith side, you should '''wait a few hours''' until the CommitCRMServer service can connect and download data.''
 
 

Once the settings have been applied at Zenith Portal (which can take a few hours, see note above), and the CommitCRM RMMServer is activated, it tries to connect to Zenith and download the following files:

* <server>\CommitCRM\Dbsys\ZenithSites_RMAZENITHINFOTECHID1.cmt
* <server>\CommitCRM\Dbsys\ZenithDevices_RMAZENITHINFOTECHID1.cmt

Both files are used by the Zenith Links manager in CommitCRM client to link Zenith Sites and Devices to equivalent CommitCRM Accounts and Assets.

Make sure both files exist before moving on to the next step which is Linking Accounts and Assets.

'''Handling Errors''' 
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager). In such case, refer to the [[Zenith_Link#Troubleshooting|Troubleshooting]] section.

==Link Accounts and Sites==
When a Ticket arrives from Zenith it is created in CommitCRM and automatically linked to the Account which is associated with the Site specified for the Ticket. In case the Site is not associated to any CommitCRM Account, a temporary Account is created and the Ticket is linked to it. 
To avoid redundant temporary Accounts from being created, all Zenith Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See [[Zenith_Link#Enable_Zenith_Integration|Enable Zenith Integration]].

'''Link Accounts to Sites''' 
Before starting to work with the Zenith Integration, an Administrator must first link all Accounts to the equivalent Sites in Zenith. This step is required in order for Tickets arriving from Zenith to be opened under the correct Account.

To Link Accounts to Sites in Zenith see [[Zenith_Link#Link_Account_to_Site|Link Account to Site]].

'''Link Assets to Devices''' 
Before starting to work with the Zenith Integration, an Administrator must first link all and Assets to the equivalent Devices in Zenith. This step is required in order for Tickets arriving from Zenith to be opened under the correct Asset.

To Link Assets to Devices in Zenith see [[Zenith_Link#Link_Asset_to_Device|Link Asset to Device]].

==Enable Zenith Integration==
Enabling Zenith Integration on the CommitCRM server (assuming the Zenith setup was already performed) will immediately start importing Tickets from Zenith into CommitCRM. Make sure to [[Zenith_Link#Link_Accounts_and_Assets|link your Zenith Sites with CommitCRM Accounts]] prior to enabling the integration on CommitCRM's side, to avoid duplicate Account creation. See more details in [[Zenith_Link#Link_Accounts_and_Assets|Link Accounts and Assets]].
 
To enable Zenith Integration on CommitCRM's side and start Tickets transfer from Zenith:

# Open <Installation_DIR>\RMM\ CMTZenithLink.ini
# Change the value for ''ProcessZenithUpdatesQueue'' to Y (by default it's set to N in order to allow user first to perform links between Zenith sites/devices to CommitCRM).
# Restart CommitCRM RMMServer Service.
 

=Two-Ways Ticket Integration=
Only after installing the CommitRMMServer, linking between Accounts and Sites and enabling the Integration, will the Ticket integration come into action.

Once enabled, Tickets arriving from Zenith automatically create a Ticket in CommitCRM.

A standard(*) automatic Ticket creation process includes:

# Ticket arrives at the Commit RMM Server.
# Ticket is created in CommitCRM.
# Ticket is linked to Asset.
# Ticket appears in CommitCRM Tickets Inbox.

''(*) See how the system handles non-standard scenarios in [[Zenith_Link#Ticket_Creation_.E2.80.93_Special_Cases|Ticket Creation Special Cases]].''

Once the Ticket is created in CommitCRM it should be managed only in CommitCRM:

* Any updates to the Ticket details will not update the Ticket in Zenith.
* Closing a Ticket in CommitCRM will close the Ticket in Zenith.
* Closing a Ticket in Zenith will not change the Status in CommitCRM.

See more details on Ticket updates in the sections below.

==New Ticket==
New Tickets are automatically created by Commit RMM server from Tickets arriving from Zenith.

When a new Ticket is created in Zenith (by a user or from an Alerts), CommitCRM RMMServer pulls the new ticket details and creates the Ticket in CommitCRM.

The new Ticket in CommitCRM includes:

# Ticket description taken from the Zenith Ticket description.
# Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from ''Default Ticket Manager'' defined in ''Tools > Options > Tickets (Admin) > Default Manager''.
# History Note is automatically added to the Ticket with the creation date and time from Zenith.
# Ticket is linked to the relevant Asset. If the system cannot determine the Asset, the Zenith Device details are added as a note to the Ticket. See more details in [[Zenith_Link#Device_Not_Linked_to_Asset|Device Not Linked to Asset]].

After the Ticket is created it is automatically added to the [[Ticket_Management#Inbox|Tickets Inbox]].

==Ticket Updates==
When working with the CommitCRM-Zenith Link, Tickets are managed only in CommitCRM. Whenever a Ticket is Completed in CommitCRM it is also being automatically closed in Zenith. 

While Tickets can be closed in Zenith, such an event does not affect the Ticket Status in CommitCRM.

==Closing Tickets==

'''In CommitCRM''' 
Closing or canceling a ticket in CommitCRM will close the Ticket in Zenith.

'''In Zenith''' 
Closing a Ticket in Zenith does not close the Ticket in CommitCRM.

=Managing Zenith Links=
In order for Tickets arriving from Zenith to be opened under the correct Account and Asset, you must create an association between Sites and Devices in Zenith to Accounts and Assets in CommitCRM.

Creating the links is done using the ''Zenith Links Manager'' Window via CommitCRM.

''Note: CommitCRM RMMServer service must first be installed in order for the Zenith Sites and Devices to be downloaded to the CommitCRM server. See more details in [[Zenith_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].''

==Link Account to Site==
In order for Tickets arriving from Zenith to be opened under the correct Account, you must create an association between sites in Zenith to Accounts in CommitCRM, or create an Account in CommitCRM for this Site.

Note that multiple Sites in Zenith can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

Use the Zenith Links Manager Window to create the association:

# In the Accounts Window, go to Accounts > Tools > Zenith Links Manager.
# In the Wizard which opens you can find a list of available un-linked sites from Zenith. This list gets updated every hour. In case you receive a message about a missing file, this means the initial setup hasn't been completed yet. For more details refer to [[Zenith_Link#Download_Sites_and_Devices_Files|Download Sites and Devices Files]].
# Select the Site you want to link, and click Next. The following screen appears: [[File:Zenith_link_account_wizard_step_2.png]] 
# In above screen you should choose the CommitCRM Account to be linked to the external record:
## Find the parallel Account(**) using the search options:
###Search for Account by keyword/s.
###See Account list recommended by the system based on the Site name.
###Once you have chosen the Account, click Link to Account.
##OR create a new Account based on the selected Site details(*). ''(*) Note: When creating a new Account in CommitCRM based on the Site from Zenith, only the Site name is copied to CommitCRM. No other details are transferred. (**) Note: that multiple Sites in Zenith can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.
''
 
At this point the Account and Site are linked.

To cancel this link between the Account and Site, hit the Linked Accounts tab to find the Account and remove the link. See [[Zenith_Link#Unlink_Account_From_Site|Unlink Account From Site]].

==Unlink Account From Site==

Accounts in CommitCRM must be linked to Sites in Zenith in order for Tickets to be created under the correct Account. If you want to cancel a link between an Account and a Site, you can use two methods:

Use the Zenith Account Link Manager (recommended, this way you can see the linked Site details before removing the link):

# In the Accounts Window, go to ''Accounts > Tools > Zenith Links Manager''.
# In the Window which opens hit the ''Linked Records'' tab to find Accounts which are already linked.
# This tab displays a list of Accounts linked to Sited and displays the linked Site details in the bottom pane (if the details are available). This list gets updated every hour.
# Select the Account you want to unlink, and click ''Remove Link''.
#''Note: Some Accounts may be listed more than once in the Linked Accounts tab, if they are linked to multiple Zenith sites. Each link can be removed separately.''

OR use the quick option:

# In the Accounts window, find the Account you want to unlink.
# Go to ''Accounts > Tools > Remove Link between CommitCRM Record and Zenith''.
# If the Account is linked to more than one site, ALL links will be removed.

''Note: Removing the link between the Account and the Site in Zenith will also result in removing the links between the Account's tickets and assets to the ones in Zenith.''

==Link Asset to Device==
In order for Tickets arriving from Zenith to be linked to the correct Asset, you must create an association between Devices in Zenith to Assets in CommitCRM, or create an Asset in CommitCRM for this Device.

Use the Zenith Links Manager Window to create the association:

# In the Assets Window, go to ''Assets > Tools > Zenith Links Manager''.
# In the Wizard which opens you can find a list of available un-linked Devices from Zenith. This list gets updated every hour.
# Select the Device you want to link, and click Next. The following screen appears: [[File:Zenith_link_asset_wizard_step_2.gif]] 
#Find Asset:
##Find the equivalent Asset using the search options:
###Search by name.
###See Assets recommended by the system based on the Device name.
###Once you have chosen the Asset, click Link to Asset.
##OR create a new Asset based on the Device details(*).

''(*) Note: When creating a new Asset in CommitCRM based on the Device from Zenith, the following fields are copied: Device Name, Serial Number and Manufacturer. Other technical device details are copied to the Asset Note field.''
 
At this point the Asset and Device are linked.

To cancel the link between the Asset and Device, hit the ''Linked External Records'' tab to find the Asset and remove the link. See [[Zenith_Link#Unlink_Asset_From_Device|Unlink Asset From Device]].

==Unlink Asset From Device==

Assets in CommitCRM must be linked to Sites in Zenith in order for Tickets to be linked to the correct Asset. If you want to cancel a link between an Asset and a Device, you can use two methods:

Use the Zenith Links Manager (recommended! this way you can see the linked Site details before removing the link):

# In the Asset Window, go to Assets > Tools > Zenith Links Manager.
# In the Window which opens hit the ''Linked External Records'' tab to find Assets which are already linked.
# This tab displays a list of linked Assets in CommitCRM and displays the linked Device details in the bottom pane. This list gets updated every hour.
# Select the Asset you want to unlink, and click Remove Link.

OR use the quick option:

# In the Assets window, find the Asset you want to unlink.
# Go to ''Assets > Tools > Remove Link between CommitCRM record and Zenith''.

=Ticket Creation – Special Cases=
In case the Site or Device is not linked to the equivalent Account and Asset in CommitCRM, the Ticket will still be created, and the missing entity will be handled by the system in the following manner: 
[[File:Zenith_Integration_Full_Flow.png]]

==Ticket from Unknown Site==

In case a Ticket arrives from Zenith for an anonymous Site which is not linked to any Account in CommitCRM, a new Account is automatically created with the name:

[ZENITH AUTO CREATED] + Site name in Zenith.

For example, a Ticket which is created in Zenith for a site called "ACME company", the Account which is automatically created for this site will be called:

[ZENITH AUTO CREATED] + ACME company

If such an Account already exists in CommitCRM (from previous tickets), the new Account will still be created, so multiple Accounts with the same name may exist in the system.

The Ticket is then created and linked to this automatically created Account. New Zenith Tickets will also be linked to this Account as long as a permanent Account is not created for this Site.

When technicians find this Ticket, they should:
# If a "real" Account already exists for this site, merge both Accounts to the master CommitCRM account for this site.
# If this site is new and does not exist in CommitCRM, make this the master Account for this site, and rename it to its real name.
# After the merge, all links to Zenith Sites will be merged into the Master Account so there is no need to re-link the Account to the Site.

[[File:Zenith_Integration_anonymous_account.png]]

==Device Not Linked to Asset==
In case a Ticket arrives from Zenith and is linked to a Device which is not linked to any Asset in CommitCRM:
# The Ticket is created and linked to Account.
# Device details are filled in the Ticket Description.

==Tickets without a Site==
In Zenith, manual Tickets can be unrelated to any specific customer site (e.g. a support Ticket against Zenith NOC Support). In this case, the Ticket which arrives at CommitCRM is not linked to a Site.

In case the Ticket is not linked to a Site, the Ticket is created and linked to the your own business’ Account, i.e. the first Account created in CommitCRM which represents your own business.

=Troubleshooting=
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the Zenith Links Manager (e.g. from Accounts > Tools > Open Zenith Links Manager).

First, make sure all setup and installation steps were performed properly:
# Initialize Zenith PSG.
# Install CommitCRM RMMServer.
# Validate CommitCRM RMMServer downloads Zenith Sites and Devices to the CommitCRM server.
 
See full details in [[Zenith_Link#CommitCRM_Setup|CommitCRM Setup]].

 
If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

If no error file exists at this location, please contact CommitCRM Support for further assistance.

 
After the initial setup, to start working with the Zenith Link, you should complete the following steps:
# Link Accounts and Assets in CommitCRM to Sites in and Devices Zenith.
# Enable Zenith Integration.

See full details in [[Zenith_Link#CommitCRM_Setup|CommitCRM Setup]].

=CommitCRM Privileges=
In order for a user to manage Zenith Links (with Sites and Devices) the user should have Zenith Integration Privileges.

User without privilege for Zenith will not be able to link and unlink Zenith Sites, Devices and Tickets. The user will be able to view the Zenith Links Management Window in order to see the unlinked and linked Sites and Devices, however, the window will open for read-only purpose.

To give a user the ability to update links, they need to have the Zenith Integration Privilege:

# Find the user's Privileges Group from the Employee's window > Employee Tab.
# Then check that the Privileges Group includes the Zenith Privilege:
## Go to ''File > Users & Privileges > Privileges''.
## Choose the relevant group from the drop down menu and make sure that the ''Zenith Integration'' privilege is selected.

[[File:Zenith_integration_privilege.gif]]

=See Also=
*[[MSP_Integration_Setup|MSP/RMM Integration]]
*[[API by Email and MSP Integration]]
*[[Email Connector]]

[[Category:Installation]]
[[Category:Email Connector]]

Setup

2014-09-02T09:35:36Z

Robert:

{| id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;"

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{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h2 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Setup</h2>
|-
| style="color:#000;" | <div id="mp-tfa">
'''Client'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[[Accounts | Account Setup]]
*[[Employees | Employee Setup]]
*[[Privileges | Privileges Setup]]
*[[Import and Export]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]

'''Server'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Video])
*[[Email Connector|CommitCRM Email Connector Setup]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Watch Video]), [[Ticket_Management#Email_Distribution_via_Commit_Email_Connector|Email Threading via CommitCRM Email Connector]]
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Watch Video])
*[[MSP_Integration_Setup|RMM/MSP Systems Integration]]
*[[GFI_MAX_Link|GFI MAX Link Setup Guide]]
*[[Continuum_Link|Continuum Link Setup Guide]]
*[[Commit SQL Database Installation Guide | CommitCRM SQL Database (CSD) Installation Guide (for registered CSD users)]]
*[[Commit SQL Database for Trial Users|CommitCRM SQL Database for Trial Users]]

'''Upgrades'''
*[http://www.commitcrm.com/videos/commitcrm_upgrades_video.htm Upgrading CommitCRM Video]
</div>
|}
|}

Integration

2014-09-02T09:34:49Z

Robert:

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{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;"
! <h2 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Integration</h2>
|-
| style="color:#000;" | <div id="mp-tfa">
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Commit Online Services|CommitCRM Online Services]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API by Email and MSP Integration|API by Email]]
*[[API by Email and MSP Integration|Automated Emails]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Continuum_Link|CommitCRM-Continuum Link]]
*[[GFI_MAX_Link|CommitCRM-GFI MAX Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]] ([[MSP_Integration_Setup#Kaseya.E2.84.A2|Kaseya™ ]], [[MSP_Integration_Setup#Level_Platforms.E2.84.A2_Managed_Workspace.E2.84.A2|Level Platforms™ Managed Workspace™]], [[MSP_Integration_Setup#N-able.E2.84.A2_N-central.E2.84.A2|N-able™ N-central™]])
*[[Documents#Importing Existing Documents|Import and Export (Excel, CSV, etc.)]]
*[[Documents#Using Word Merge Templates|Word Templates]]
</div>
|}
|}

Main Page

2014-09-02T09:33:54Z

Robert: /* Integration */

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| style="width:280px; text-align:center; white-space:nowrap; color:#000;" |
<div style="font-size:180%; border:none; margin:0; padding:.1em; color:#000;">Welcome to the CommitCRM Wiki</div>
<div style="top:+0.2em; font-size:120%;">CommitCRM Support Documentation Center.</div>

|}

| style="width:16%; font-size:95%;" |
* [http://www.commitcrm.com/free-trial/ Download CommitCRM]
* [http://www.commitcrm.com/forum/ Forums]
* [http://www.commitcrm.com/products/why-commitcrm/ Why CommitCRM?]
* [http://www.commitcrm.com/about-us/ About Commit]
|}

{{Col}}
 
=New to CommitCRM?=

*[[Introduction|Introduction to CommitCRM]]
*[[Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[Videos|All Videos]]
*[[FAQ]]

 

=Documentation=
*[[#Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[#Videos|All Videos]]
*[[#Work Flows|Work Flows]]
*[[#User Manuals|User Manuals]]
*[[#Office Management|Office Management]]
*[[#Service Management|Service Management]]
*[[#Billing|Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[#Import and Export|Import and Export]]
*[[#Customization|Customization]]
*[[#Privileges|Privileges]]
*[[#Integration|Integration]]
*[[#FAQ|FAQ]]
*[[:Category:KB|CommitCRM KB Articles]]

{{Break}}

=Popular Forum Threads=
*[http://www.commitcrm.com/support/version-update/ New CommitCRM 8 Release!]
*[http://www.commitcrm.com/forum/showthread.php?t=1208 Running an IT Services Business Forum ]
*[http://www.commitcrm.com/forum/showthread.php?t=1037 The IT Toolbox – Community Based Resources for IT Professionals]
 

=Recent KB Articles=
*[[KB:_Keeping_Your_Customers_In_Touch_With_You|Keeping Your Customers In Touch With You]]
*[[KB:_Integrating_CommitCRM_Wiki_Search_Into_Your_Browser|Integrating CommitCRM WIki Search Into Your Browser]]
*[[KB:_Web_Interface_Free_Text_Fields|Web Interface Free Text Fields]]
*[[KB:_How_To_Rename_Fields|How To Rename Fields]]
*[[KB:_Setting_up_CommitCRM_with_Terminal_Services|Setting Up CommitCRM with Terminal Services]]
*[[KB:_How_To_Create_Tickets_On_Behalf_of_Your_Customers_Using_Emails|How To Create Tickets On Behalf of Your Customers Using Emails]]
{{Colend}}


==[[Getting_Started|Getting Started]]==

*[[Introduction|Introduction to CommitCRM]]
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial Video]
 

==[[Setup|Setup & Installation]]==
'''Client'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[[Accounts | Account Setup]]
*[[Employees | Employee Setup]]
*[[Privileges | Privileges Setup]]
*[[Import and Export]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]

'''Server'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Video])
*[[Email Connector|CommitCRM Email Connector Setup]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Watch Video]), [[Ticket_Management#Email_Distribution_via_Commit_Email_Connector|Email Threading via CommitCRM Email Connector]]
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Watch Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[MSP_Integration_Setup|RMM/MSP Systems Integration]]
*[[GFI_MAX_Link|GFI MAX Link Setup Guide]]
*[[Continuum_Link|Continuum Link Setup Guide]]
*[[Commit SQL Database Installation Guide | CommitCRM SQL Database (CSD) Installation Guide (for registered CSD users)]]
*[[Commit SQL Database for Trial Users|CommitCRM SQL Database for Trial Users]]

'''Upgrades'''
*[http://www.commitcrm.com/videos/commitcrm_upgrades_video.htm Upgrading CommitCRM Video]
 

==[[Videos|Videos]]==
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial]
*[http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation]
*[http://www.commitcrm.com/videos/email_connector_setup_video.htm Email Connector Installation]
*[http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Alerts Server Installation]
*[[Videos#Ticket_Management|Ticket Management Videos]]
*[[Videos# Contracts & Billing|Billing Videos]]
*'''[[Videos|To All Videos!]]'''
 

==[[Work_Flows|Work Flows]]==
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket Management|Watch Videos]])
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Billing Lifecycle]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Project Management]]
*[[Recurring Contracts]] ([http://www.commitcrm.com/videos/commit_contracts_batch_copy_wizard_video.htm Watch Video])
*[[SLA|Service Level Agreements (SLA)]]
*[[Over-used Hours]]
*[[Rolling-over Hours]]
*[[Asset Warranties]]
*[[Preventive Maintenance]]
*[[Return Material Authorization (RMA)]]
*[[Barcodes and Assets]]
*[[Sales|Sales Management]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Managing Quotes]]
 

==[[User_Manuals|User Manuals]]==
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Assets]]
*[[Sales]]
*[[Accounts]]
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Quotes]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Knowledge Base]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Documents]]
*[[Statistics Board]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Overview Video], [http://www.commitcrm.com/videos/web_interface_installation_video.htm Installation Video])
*[[Generating_Reports_User_Guide|Generating Reports]]
*[[Report_Designer_User_Guide|Report Designer]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[To-do Lists]]

'''Integration'''
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Email Connector|CommitCRM Email Connector]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Installation Video])
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Installation Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]

*'''[[Videos|All Video Tutorials]]'''
 

==[[Office_Management|Office Management]]==
*[[Accounts]]
*[[Employees]]
*[[Subcontractors]]
*[[Privileges]]
*[[Documents]]
*[[Documents#Using Word Merge Templates|Word Templates]]
*[[Email Templates]]
*[[Documents#Managing Outlook Emails within CommitCRM|Filing Emails]]
*[[History]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Sales|Sales Management]]
*[[Quotes]]
*[[Statistics Board]]
*[[Reports|Reports]]
 

==[[Service_Management|Service Management]]==
*[[Ticket Management]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets#Dispatch the Ticket|Dispatcher]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[Assets]]
*[[Managing Quotes]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Knowledge Base]]
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
 

==[[Billing_Topics|Billing]]==
*[[Videos#Contracts_&_Billing|Billing Videos]]
*[[Billing|Billing User Guide]]
*[[Items]]
*[[Charges]]
*[[Charges#Using_the_Timer_to_Add_Charges|Timer]]
*[[Contracts]]
*[[Custom Pricing]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Contract-Price Charges|Billing for Your Contracts]]
*[[Recurring Contracts]]
*[[Charges#Charging Using Taxes|Taxes]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Charges#Using CommitCRM Charge Reports|Reports]]
 

==[[Import_and_Export|Import and Export]]==
*[[Import Accounts]]
*[[Import Assets]]
*[[Import Items]]
*[[Documents#Importing Existing Documents|Import Documents]]
*[[Knowledge Base#Importing Articles|Import Knowledge Base Articles]]
*[[Importing from QuickBooks]]
*[[Syncing Accounts with Outlook|Import from Outlook (CommitCRM-Outlook Sync)]]
*[[Import and Export FAQ]]
*[[Import_and_Export_FAQ#Can_I_export_data_from_CommitCRM.3F|Export Data]]
*[[Community_Sharing_Center|Community Sharing Center]]
 

==[[Customization|Customization]]==
*[[Field Customization]]
*[[Report Customization]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[Customization FAQ]]
 

==[[Privileges|Privileges]]==
*[[Employee Privileges]]
*[[Subcontractors#Subcontractors_Permissions|Subcontractors Privileges]]
*[[Customer Privileges]]
*[[Privileges_FAQ|Privileges FAQ]]
 

==[[Integration|Integration]]==
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Commit Online Services|CommitCRM Online Services]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API by Email and MSP Integration|API by Email]]
*[[API by Email and MSP Integration|Automated Emails]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Continuum_Link|CommitCRM-Continuum Link]]
*[[GFI_MAX_Link|CommitCRM-GFI MAX Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]] ([[MSP_Integration_Setup#Kaseya.E2.84.A2|Kaseya™ ]], [[MSP_Integration_Setup#Level_Platforms.E2.84.A2_Managed_Workspace.E2.84.A2|Level Platforms™ Managed Workspace™]], [[MSP_Integration_Setup#N-able.E2.84.A2_N-central.E2.84.A2|N-able™ N-central™]])
*[[Documents#Importing Existing Documents|Import and Export (Excel, CSV, etc.)]]
*[[Documents#Using Word Merge Templates|Word Templates]]
 

==[[FAQ|FAQ]]==
*[[Tickets FAQ|Tickets]]
*[[Contracts FAQ|Contracts]]
*[[Dispatcher & Calendar FAQ|Dispatcher & Calendar]]
*[[Charges FAQ|Charges]]
*[[Items FAQ|Items]]
*[[Reports FAQ|Reports]]
*[[Import and Export FAQ|Import & Export]]
*[[QuickBooks FAQ|QuickBooks]]
*[[Web Interface FAQ|Web Interface]]
*[[Outlook Integration FAQ|Outlook Integration]]
*[[Alerts Server FAQ|Alerts Server]]
*[[Email Connector FAQ|Email Connector]]
*[[Employees & Users FAQ|Employees & Users]]
*[[Documents FAQ|Documents]]
*[[Accounts FAQ|Accounts]]
*[[Assets FAQ|Assets]]
*[[Knowledge Base FAQ|Knowledge Base]]
*[[Activity Templates FAQ|Activity Templates]]
*[[Online Services FAQ|Online Services]]
*[[Customization FAQ|Customization]]
*[[Backup and Restore FAQ|Backup & Restore]]
*[[Global Settings FAQ|Global Settings]]
*[[Labor Rates FAQ|Labor Rates]]
*[[History FAQ|History]]
*[[Privileges FAQ|Privileges]]
*[[Messages FAQ|Messages]]
*[[Taxes FAQ|Taxes]]
 

__NOTOC__

Report Designer User Guide pre7

2014-09-02T09:25:48Z

Robert:

{{usermanuals}}
==Introduction==

The following guide is for anyone with versions of CommitCRM up to version 6.2. For newer versions go [[Report Designer User Guide|here]].

CommitCRM reports can be customized in two ways:
#'''Edit the header''' - You can set or modify a header (text and image) for all reports at once. See more details in [[Report Designer User Guide#Editing Report Header|Editing Report Header]].
#'''Design reports data and layout''' – You can customize the layout and data of any report to fit your needs using the Report Designer. You should first copy the report to you ''Custom'' reports, and then Click ''Design'' to open the Report Designer.

In this document, you will find information about how to use the '''Report Designer''' to customize your reports to fill the needs of your business. You will find here detailed information about the Report Designer toolbars, data groups, headers and footers, and the rest of the tools the Report Designer has to offer you.

Make sure to watch the '''[http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm CommitCRM Report Designer Tutorial]''' which will guide you through a basic report design process and show you how you can change the report layout and add new fields to the report.

 
__TOC__
 

==Reports Preferences==
The Reports Preferences window allows you to adjust global options available in the system. Any of the settings configured in this window will only take effect once CommitCRM has been restarted on that computer.
{| class="wikitable"
|-
! Option
! Description
|-
| '''Report Header Editor'''
| By editing the report header you can adjust the textual information and the logo displayed in your reports. See more details in [[Report Designer User Guide#Editing Report Header|Editing Report Header]].
|-
| '''Default Page Size'''
| Since most countries use either Letter or A4 size paper for their normal day-to-day paperwork, the system offers you the option to choose the default page size used in all reports created from that moment on. If you need to adjust the page size for existing reports, you’ll need to load that report in the report designer, open the page settings for that report from File > Page Settings, and pick the new page size for that report.
|-
| '''Print Button Options'''
| This options allows you to choose the default button to be selected when open a report generation window.
|}
[[File:ReportOptions.png|center]] 
 

==Editing Report Header==

The Report header can be design with your textual header (with your company name, etc.) and your logo. The Report header is defined once for all reports and can be edited from the Tools menu.
The Report header includes two parts: Text and Image (usually your Logo). The image file can be displayed with or instead of the textual header.

===Reports Textual Header===
The Textual Header contains your company details. The header gets its default content from the company information you’ve entered when the system was set up right after the installation. The text you set in this window will be automatically used in all CommitCRM reports that have the header section enabled.

To edit the textual header:
# Go to the Reports window and select ''Reports > Tools > Options''…
# In the window that opens, stay on the ''Textual Header'' tab.
# Edit the Header text to your preference.
# Note: When used, the ''Image'' option (see section below) is displayed '''on top''' of the Textual header. To avoid overlapping, it is advisable to add some blank rows above the text, to make space for the Image file (logo).
# Use the Preview and Print options to test your design with real reports.
# Click OK to save your Changes.
 

To Remove Textual Header from Reports:
# Go to the Reports window and select ''Reports > Tools > Options''….
# Stay on the Textual Header tab.
# Un-Select the option ''Include Textual Design in Header''. This will only remove the '''Textual Designed''' part from the header, leaving the Image the same.
# Use the Preview and Print options to test your design with real reports.
# Click OK to save your changes.

Note:
Removing the Textual Header as explained above affects ALL reports that show the Header section. The whole Header (Text and Image) can be removed for specific Reports by removing the Header section via the Report Designer.
To remove the header, open the Reports windows and select a report you would like to customize. From the Reports menu, select Copy and choose a name for your new report. Check that the copied report is selected, and select Edit from the Reports menu. The report designer opens. Move all the fields located above the Header title/band to below the Header title. Right-click the Header title and unmark the Visible option.

===Reports Image Header===
Starting with CommitCRM 6.0, the Image Header can contain an image, usually used for displaying your company logo. The image you choose in this window will be automatically displayed in all CommitCRM reports that have the header section enabled.

To add an Image File to the Header:
# Go to the Reports window and select ''Reports > Tools > Options''…
# Click the ''Image'' tab.
# Load the image you want to display in ALL reports:
## Only ".bmp" files are valid for this purpose.
## Recommended size for the Image is: 740x80 pixels. Image is resized if it’s larger or smaller than recommended.
# Click the options at the bottom of the report to choose the desired location for the image in the report header. Possible options are: Left, Center or Right.
# Note: When used, the Image File is displayed '''on top''' of the Textual header. To display both Textual and Image file headers, it is advisable to add some blank rows above the textual header, to make space for the Image file (logo). See [[Report Designer User Guide#Reports Textual Header|Reports Textual Header]].
# Use the Preview and Print options to test your design with real reports.
# Click OK to save your changes.

To remove Image from Reports:
# Go to the Reports window and select'' Reports > Tools > Options''…
# Click the ''Image File'' tab.
# Un-Select the option ''Include in Report Header''. This will only remove the image file from the header, leaving the textual header the same.
# Use the Preview and Print options to test your design with real reports.
# Click OK to save your changes.

Note:
Removing the Image from the Header as explained above affects ALL reports that show the Header section. The whole Header (Text and Image) can be removed for specific Reports by removing the Header section via the Report Designer.
To remove the header, open the Reports windows and select a report you would like to customize. From the Reports menu, select Copy and choose a name for your new report. Check that the copied report is selected, and select Edit from the Reports menu. The report designer opens. Move all the fields located above the Header title/band to below the Header title. Right-click the Header title and unmark the Visible option.

==Loading The Report Designer==
The report Designer can be accessed by copying an existing report that is similar to the report you want to generate and then designing it. It is very important to identify an existing report which can serve as the basis for the customized report you wish to generate. You must take into consideration when choosing the report both its layout and its data structure. Every report has predefined data source relations and fields that can be selected. To customize CommitCRM reports, open the Reports window, select the report you want to customize, select Copy from the toolbar and enter your new report name. The copied report will be selected. Select the Design button from the toolbar, and the report designer will open. 
:*Open CommitCRM, and go to the '''Reports Screen'''.
:*Select the base report that you will be editing to your own needs.
::*The base report can be selected from System based or Custom based reports.
:*Select the '''Copy''' Option from the toolbar.
:*Give your report a new name.
:*Switch to Custom Reports.
:*Choose your new report.
:*Click '''Design''' from the toolbar.

[[File:Open1.png|640 px|center]] 
[[File:Open11.jpg|center]] 
[[File:Open2.png|640 px|center]] 
 

==The Designing Environment==
[[File:Fullwindow.png|800 px|center]] 
In this view, you are free to manipulate the position or size of any of the text labels or the data components. In the Default view shipped with the designer, you’ll notice there is a single tab (multiple tabs in some reports), the lower part of the screenshot above, your layout in the middle. Also, you’ll see 5 visible toolbars in a grouped configuration, there are also 5 hidden toolbars. These toolbars are as follows.

For a video illustrating the finer points of customizing CommitCRM reports, '''[http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Please click here]'''.

 

===Visible Toolbars===

====Standard Components====
[[File:Standard_Components.png|center]] The Standard components are basically text labels, images, shapes, charts or barcodes. These components are static by nature, meaning that their contents are predetermined during design usually for writing the text labels, inserting company logo or even a chart.
'''The items in the toolbar are as follows''' (By order of Left to Right).
{| class="wikitable"
|-
! Component
! Description
|-
| '''Select object (Arrow)'''
| This is the tool used to select an item or multiple items by holding CTRL.
|-
| '''Label'''
| This is the component used to set small basic text labels. i.e. '''Name: Address: Ph#:'''
|-
| '''Memo'''
| This text component is used for displaying larger amounts of fixed text that the Label component offers. This component is useful for disclaimers, Terms Of Services, etc.
|-
| '''Rich Text'''
| The Rich Text component allows you to activate the Rich Text Editor by right clicking the RTF field and choosing Edit. This allows you to use line breaks, and different formatting features.
|-
| '''Calc'''
| This tool allows you to add time/date stamps, page indicator stamps, date printed stamp, etc. by placing a component and selecting a function from the edit bar.
|-
| '''Image'''
| This tool allows you to insert a predetermined picture to the report.
|-
| '''Shape'''
| This tool allows you to insert simple shapes to the report, by clicking the icon, selecting a shape from the '''edit bar''', and placing the component in the report.
|-
| '''Line'''
| This tool allows you to place continuous or broken lines to the reports.
|-
| '''Barcode'''
| This tool allows you to mark each report with the same barcode image. If you would like the barcode to be chosen, please use '''DBBarcode'''.
|-
| '''Chart'''
| This tool allows you to insert a static chart that will also be shown in an identical fashion on each report.
|}

 

====Data Components====
[[File:Data.png|center]] 
The data components are the items used to insert data from the CommitCRM Database into your report. These fields cross reference and list the data in the reports that you will later use to present to your customers, and use in the office to organize the workflow not just for you, but your whole business. These reports include technician service summary quotations, charge lists, account history printouts, Charts, lists, and much more. 
'''The items in the toolbar are as follows'''(By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''DBText'''
| This tool allows you to insert short text fields from the database. The selected field in the '''edit bar''' such as Accounts – Name, is later cross referenced with the stipulations in the report generation window. Note that for each type of report, different combinations of fields are available, we’ll get into that [[Report_Designer_User_Guide#Report_Generation_Options|later in this manual]].
|-
| '''DBMemo'''
| This tool allows you to insert larger text memos from the database in the same manner as the previous tool. It is resizable in the report generator, and is ideal for Ticket Description, Account Notes, Charge Description, etc.
|-
| '''DBRichText'''
| This tool allows you to insert large amounts of text from the database and inserted with rich formatting capabilities. There’s an editor if you right click the component in your layout and choose '''Edit'''.
|-
| '''DBCalc'''
| This tool allows you to place simple mathematical formula such as SUM, AVERAGE, MIN, and MAX into your reports. Just right click the field select '''Calculations... to set your formula'''. Then select the database field to be associated with this formula from the edit bar.
|-
| '''DBImage'''
| This tool allows you to insert images referenced in the database into the report.
|-
| '''DBBarCode'''
| This tool allows you to insert database referenced barcodes into your report for stuff like asset code, serial numbers, etc.. This is useful if you use barcodes to identify assets, accounts, and items. The report will display the barcodes in a standard barcode format, unless the user selects a different barcode format to be used.
|-
| '''DBChart '''
| This tool allows you to insert a chart into your report that calculates all the entries in report and displays the results in an easily readable report. Customers love these things… This is an advanced option and may be difficult to fine tune. We suggest using them as they are in reports that already have them, or to [[Import_and_Export_FAQ#Can_I_export_data_from_CommitCRM.3F|export your data]] to Excel and use Excel’s charting tools, for more powerful features. Alternatively, if you're an advanced user, you can configure the [[Commit_API_Developers_Guide|CommitCRM ODBC Connector]] to serve as an information conduit from the CommitCRM database right into your Excel Charts.
|}

 

====Advanced Components====
[[File:Advanced_Components.png|center]] 
Use of the advanced components is used for separation and sub-reporting. There’s only 2 of them, but you’ll use them plenty.
'''The items in the toolbar are as follows''' (By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Region'''
| This tool allows you to mark a section reserved for small DB fields like Name, Address1, Address2, etc. so that different sections in the smaller, more delicate parts of the report are preserved.
|-
| '''Sub-Report''' (Advanced)
| This tool allows you to generate separate layout window for parts within the report. For example, in a charge report for tickets, the charges list can be arranged as a sub report for easier layout settings. This operation creates a tab on the lower edge on the left side named by the value in the component’s edit field. Once the component is positioned, you can switch to the next tab, and start creating your Sub Report.
|-
|
| '''Note:''' Each Sub Report uses their own data sources and should be used carefully, it's generally recommended to use already-existing sub reports when available. '''Creating new sub reports should be consulted with the CommitCRM support team to assure best results'''.
|}

 

====Edit====
[[File:Edit.png|center]] 
[[File:Edit2.png|center]] 
The '''edit bar''' is used to select the value of the component you’ve just selected in your layout. If you’ve selected a text component or a memo component, you’ll see the inputted text in the edit bar. If you’ve selected a DB component, you’ll see the '''category – fieldname''', and you’ll be able to choose any different field available by dropping this field to a menu.

 

====Format====
[[File:Format.png|center]]
This toolbar looks familiar enough, they can be used to reformat your text and control the object depth.
'''The items in the toolbar are as follows''' (By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Font Selector'''
| This tool allows you to change the selected font for text display. E.g. Times New Roman, Arial, Tahoma, etc.
|-
| '''Font Size Selector'''
| This tool allows you to change the size of the text selected.
|-
| '''Bold'''
| '''This tool allows you to make bold text'''.
|-
| '''Italics'''
| ''This tool allows you to make italic text''.
|-
| '''Underline'''
| This tool allows you to make underlined text.
|-
| '''3 Text Positioning Modes'''
| These tools allows you to switch the text alignment with in each component placed on the layout. (Left, Center, Right).
|-
| '''Font Color'''
| This tool allows you to use colored letters in your reports.
|-
| '''Highlight Color'''
| This tool allows you to use colored text backgrounds.
|-
| '''Bring to Front'''
| This tool allows you to bring an object to the top level, so it is visible over the others below it.
|-
| '''Send to Back'''
| This tool allows you to place an object in the background so that other objects can cover it.
|}

 

===Hidden ToolBars===
The hidden toolbars must be opened to be used. There are 2 ways to open them. The first way is from '''View menu > Toolbars''', and the second method is to right-click an existing toolbar and select from the context menu that shows up.
The menus hidden by default are as follows:
 [[File:Menu.jpg|center]]

 
====Standard====
[[File:Standard.png|center]]
This toolbar is used for file, printer and clipboard tasks.
'''The items in the toolbar are as follows''' (By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Open'''
| This tool allows you to open files saved in the Report Designer in to the current document.
|-
| '''Save'''
| This tool allows you to save the current layout as a file loadable by Report Builder in to other reports.
|-
| '''Page Setup'''
| This tool allows you to select the different options about page size and orientation.
|-
| '''Print'''
| This tool allows you to print the layout/preview as displayed in the builder. If you want one with database entries, try generating the report.
|-
| '''Print Preview'''
| This tool allows you to see what you’re going print before you waste ink or a page.
|-
| '''Cut'''
| This tool allows you to cut the selected entities to the clipboard. This removes the original.
|-
| '''Copy'''
| This tool allows you to copy to the clipboard, without removing the original.
|-
| '''Paste'''
| This tool allows you to paste the contents of the clipboard into your report.
|}

 

====Draw====
[[File:Draw.png|center]]
The Draw toolbar allows you to draw simple shapes inside the report.
'''The items in the toolbar are as follows '''(By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Fill Color'''
| This tool allows you to fill any shape created with these tools to any color you choose.
|-
| '''Line Color'''
| This tool allows you to change the color for the selected line, or lines pending creation.
|-
| '''Line Thickness'''
| This tool allows you to adjust the thickness of the selected line or any lines pending creation.
|-
| '''Line Style'''
| This tool allows you to generate broken lines, continuous lines, and other similar styles.
|}

 

====Align or Space====
[[File:Allign.png|center]]
These tasks are used to reposition the selected component/s with a stipulation. This makes organizing the report much easier to keep orderly.
'''The items in the toolbar are as follows''' (By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Align Left'''
| This tool allows you to shift the selected component to the left side of the document.
|-
| '''Align Center'''
| This tool allows you to shift the selected component to the center of the row it’s on.
|-
| '''Align Right'''
| This tool allows you to shift the selected component to the right side of the document.
|-
| '''Align Top'''
| This tool allows you to shift the selected component to the top of the page.
|-
| '''Align Middle'''
| This tool allows you to shift the selected component to the middle of the document page.
|-
| '''Align Bottom'''
| This tool allows you to shift the selected component to the bottom of the page.
|-
| '''Space Horizontally'''
| This tool allows you to select multiple components and have them evenly spaced horizontally.
|-
| '''Space Vertically'''
| This tool allows you to select multiple components, and have them evenly spaced vertically.
|-
| '''Center Horizontally In Band'''
| This tool allows you to group multiple components into 1 separated horizontal field.
|-
| '''Center Vertically In Band'''
| This tool allows you to group multiple components into 1 separated vertical field.
|}

 

====Size====
[[File:Size.png|center]]
These tasks are to resize the selected component/s by height and width.
'''The items in the toolbar are as follows''' (By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Shrink Horizontally'''
| This tool allows you to make a selected component narrower.
|-
| '''Grow Horizontally'''
| This tool allows you to make a selected component wider.
|-
| '''Shrink Vertically'''
| This tool allows you to make a selected component shorter.
|-
| '''Grow Vertically'''
| This tool allows you to make a selected component taller.
|}

 

====Nudge====
[[File:Nudge.png|center]] 
Nudging is the term used in the Designer for moving a component in a metered distance in different directions.
The items in the toolbar are as follows (By order of Left to Right):
{| class="wikitable"
|-
! Component
! Description
|-
| '''Nudge Up'''
| This tool allows you to make a selected component move up.
|-
| '''Nudge Down'''
| This tool allows you to make a selected component move down.
|-
| '''Nudge Left'''
| This tool allows you to make a selected component move left.
|-
| '''Nudge Right'''
| This tool allows you to make a selected component move right.
|}

 

===Report Menu===
The Report Designer's'''Reports Menu''' is a layout control menu which can toggle parts of your layout to be shown or hidden. '''Report Sections''' are parts of the report that are separate from other parts. some sections such as '''Header, Footer, and Summary''' have their own static purposes, while other miscellaneous groups such as '''Group1, Group2, Etc.''' can be used to display any static or database information you like.
[[File:Reportmenu.png|center]] 

 
====Data Source====
The ''Data'' menu option provides access to the Data Source available for this report. Different report types come with different available fields. Database field is a field of information stored in the CommitCRM database. These represent information in the database, which you’d like to have displayed in your reports. The available database fields list varies according to the report type.

Each report has a pre-defined list of available fields according to the report pre-defined design. In most cases, the main category fields are available (e.g. Ticket fields for a Ticket report, Charge fields for a Charge report, Account fields for all reports, etc.), and you may have some select fields from other categories as well (e.g. some based Account fields in a ticket report).

Changing the Data Source can change the report behavior, and these settings should only be changed after consulting with the CommitCRM support staff.

 
====Groups====
Groups are containers used to divide the sections of a report. Some sections can be static, their components never grow. Some groups can have lists taken from the database, and run with it for many pages. These groups are inserted from the groups window, located in the reports menu. (Please see screenshots). 
:::::::::::[[File:Groups.jpg]][[File:Groups_window.png]] 
In this window, you can see a list of existing groups (if any), and you can select the field to group them by from the dropdown menu above the list.
Once you’ve selected your group, you can insert 1 or more of those groups. These groups get placed in your report, and can be set to dynamic or static height, by right clicking a group separator. Each group will divide the report in to separate sections (Header, Footer, Summary, Detail, etc.). some sections show up on every page, and some groups only show up on the first or last pages, so you should take this into consideration when inserting components, so you know where the best place to place it is, so that it shows up as many times as you need.

 

===Report Layout===
This section describes the different sections that make up the '''Report Layout'''. Each section of the report can be resized to be able to include more information, and can also be set to dynamically resize itself by selecting the '''DynamicHeight''' option when right clicking a section bar.

 
====The Header====
[[File:Header.png|Center|640 px]] 
The Header is used to place report introduction information at the head of the report. This section get’s shown at the beginning of each page of the document. The header is ideal for showing the static information like report title, page number, print date, your company information and logo, etc.
For list reports it's also used to display the columns headers which should be displayed at the beginning of each page

 
====The Footer====
[[File:Footer.png|Center|640 px]] 
The Footer section is the last section of each page of the report to be printed. Like the header it gets printed once at the bottom of each page of the report. The footer/bottom group is ideal for displaying report comments, signature field, payment terms, warranty, etc.

 
====Detail====
[[File:Detail.png|Center|640 px]] 
The Detail section is the area where the list data will be displayed. This should have the fields to be displayed in each column. When generating the report, the system will see how many records come up with the stipulations inputted in the report generation window, and print all the records in the detail section. (More on the report generation window later)

 
====Summary====
[[File:Report_Summary.png|Center|640 px]] 
This section in the report is located under the details section where your list will be displayed.

 

====Sub-Reports====
[[File:Subreport1.png|Center]] 
[[File:Subreport2.png|Center|640 px]] 
The sub-reports tool allows you to generate a separated report within your main report, which is ideal for designing a separate part within the report. E.g. if you’re creating a ticket report, and you’d like to have that ticket’s charge report inside, then you’d generate a sub-report for the charge section. The sub-reports function is an advanced function, we recommend to make use of it only in reports which already have these sections within them. Adding your own sub reports can be tricky and should be consulted with the CommitCRM Support team first.

 
====Technician Service Forms with Charges====
These reports come predefined with the ability to display information from 3 different data sources (Tickets, Charges and Assets) and consolidate all of them in a single report. By copying the Technician Service Form with Charges, you’ll be able to use it as a template to create any report you like that has access to the main data sources in CommitCRM. However, when referring to Charge information, the report must always be saved in the Charges section of the Reports screen, or the information will come up empty.

 
====Copying Report Sections From Report to Report====
Using Windows Clipboard you can select components from the report layout and copy them from 1 report to another report. By dragging a selection box around multiple layout components you will have the ability to select all the components in your selection box. Once this is done, you can use the CTRL-X/C/V shortcuts to copy/paste the information to your new report, and re-arrange them as a group.

Note: In order for a component copied from a different report to work, you must have the ability to insert that specific component into the report itself. This can be verified by browsing through the data-field list shown in the [[Report_Designer_User_Guide#Edit_Bar|Edit Bar]] when data components have been selected.

 

==Printing Reports from the Ticket Window==
When viewing a Ticket in the Tickets window, you can print a Ticket report directly from the Print/Print Preview options in the Tickets window toolbar. Only detailed Ticket reports (as opposed to lists Ticket reports) are listed here.

[[File:Ticket_reports_list_menu.gif]]

The list of reports which appears in these options can be modified to show only reports you actually need to be accessible from this window.

To configure each report, and control whether it is accessible from the Ticket window:
# Go to the Reports window
# Choose the relevant report.
# Select ''Report > Make report available from Tickets window'' or ''Report > Remove from available reports in Tickets Window'' option.

[[File:Ticket_report_remove_from_list.gif]]

==Frequently Asked Questions==
The Report Designers FAQ page also includes lots of useful tips and workflows that would greatly ease the transition into customizing of your CommitCRM reports. For more information see [[Reports_FAQ|Reports FAQ]].

 

==See Also==
*[[Generating_Reports_User_Guide|Generating Reports User Guide]]
*[[Reports_FAQ|Reports FAQ]]
*[[Web_Interface#Generating_and_Printing_Reports_Using_the_Web_Interface|Generating and Printing Reports Using the CommitCRM Web Interface]]
*[[Field_Customization|Field and Tab Customization]]
*[http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Report Designer Tutorial Video]

[[Category:User Manuals]]

Transferring the Software Installation from One Server to Another

2014-08-31T08:31:36Z

Robert: /* Transferring CommitCRM Installation */

__TOC__

=Transferring CommitCRM Installation=
'''Note''': The instructions below apply to installation of '''CommitCRM version 3.7''' and up.

#Backup ALL the CommitCRM server files including ALL SUB-FOLDERS. Please make sure no one is using CommitCRM while backing up and that CommitCRM WebInterface and CommitCRM Server Windows Services are stopped (if used)
#Copy ALL the CommitCRM server files together with ALL subfolders from your old server (the one you are currently using) to a shared folder on your new server. All users and workstations must have full access rights to this share folder
#Run the Command Prompt '''as an administrator'''.
#If you use the CommitCRM Web Interface then you should uninstall it from the old server and install it on the new server using the following commands:
##'''<Old_Server>\CommitCRM\WebInterface\CommitWebInterface.exe -uninstall'''
##'''<New_Server>\CommitCRM\WebInterface\CommitWebInterface.exe -install '''
#If you use the CommitCRM Alerts Server, CommitCRM Email Connector or CommitCRM Report Scheduler then you should uninstall CommitCRM Server service from the old server and install it on the new server using the following commands:
##'''<Old_Server>\CommitCRM\Server\CommitServer.exe –uninstall'''
##'''<New_Server>\CommitCRM\Server\CommitServer.exe -install '''
#If you use the CommitCRM RMM Server then you should uninstall CommitCRM RMMServer service from the old server and install it on the new server using the following commands:
##'''<Old_Server>\CommitCRM\RMM\CommitRMMServer.exe –uninstall'''
##'''<New_Server>\CommitCRM\RMM\CommitRMMServer.exe -install '''
# If you use any any third-party service or program that accesses CommitCRM database, stop the service or program.
#On the old server rename the '''"CommitCRM"''' main folder to '''"CommitCRM-Old"'''. If the path to the CommitCRM server folder on the new server is the same as it was on the old server (i.e. you assign the same drive letter to the CommitCRM shared folder on the new server as it was used on the old server) then the transfer is complete. Otherwise, if the path to the new server is different than the original path used with the old server:
#Run the CommitCRM client installation file on ALL network workstations:
##'''<New Server>\CommitCRM\Utils\Install\InstallClient.exe'''
 
'''General Note''':
Documents files are not stored in CommitCRM database but are rather stored on your hard disk like any other file. In addition to transferring CommitCRM, as explained above, you should also transfer your documents files. Make sure that you keep the old path so the files referenced from CommitCRM will keep pointing to the correct path.

* If you need to move the documents folder, please follow the [[KB:_Changing_Documents_Folder_Path|steps documented here]].

* If you experience any problems installing CommitCRM , please [mailto:support@commitcrm.com contact]our support department.

=Transferring your installation when using CSD=

These instructions are intended for CommitCRM SQL Database users who need to migrate their CommitCRM servers to another computer. CommitCRM systems which do not use the CSD do not need to read this section.

* Install the CSD on the new server (use the instruction email provided to you during purchase), when it is standalone (you '''''cannot''' run two CSDs at the same time on the same network'', so the server '''''must''''' be disconnected from your network when you install CSD). You should use the same installation instructions and trial codes you received with your purchase. In case you plan to purchase the CSD, you may consider purchasing first, and installing the final CSD version on the new server first.
* Check that the service starts successfully. Make sure you have followed the CSD installation steps carefully, '''''including setting up DEP'''''. You should follow the instructions provided in the initial CSD email. If you do not have such an email (with the DEP instructions), please contact us at [mailto:Support@CommitCRM.com this email address], and a support rep will provide the necessary information.

* Stop the CSD service on the '''old server'''.

* Connect the '''new server''' to the network.

* Move your installation to the new server and see that everything is working. To transfer the installation itself, '''[[Transferring_Commit_Installation_from_One_Server_to_Another#Transferring_CommitCRM_Installation|follow the instructions in the top section of this page]]'''.

* Make sure to re-install the clients shortcuts, so they will point to the new path (use '''<server>\Utils\Install\InstallClient.exe''').

* Having any problems running the clients after the transfer? Check out these helpful [[Commit_SQL_Database_Troubleshooting|CSD Troubleshooting]] steps.

=See Also=
* [[Backup_and_Restore_FAQ#How_do_I_restore_a_backup.3F|How do I restore a backup]]
* [[KB:_Changing_Documents_Folder_Path|Changing Documents Folder Path]]
* [[Commit_SQL_Database_Troubleshooting|CommitCRM SQL Database Troubleshooting]]

[[Category:Installation]]

Main Page

2014-08-31T08:27:52Z

Robert: /* User Manuals */

{| id="mp-topbanner" style="width:100%; background:#ffffff; margin-top:1.2em; border:1px solid Silver;"
| style="width:56%; color:#000;" |

{| style="width:280px; border:none; background:#ffffff; margin-left:28%"
| style="width:280px; text-align:center; white-space:nowrap; color:#000;" |
<div style="font-size:180%; border:none; margin:0; padding:.1em; color:#000;">Welcome to the CommitCRM Wiki</div>
<div style="top:+0.2em; font-size:120%;">CommitCRM Support Documentation Center.</div>

|}

| style="width:16%; font-size:95%;" |
* [http://www.commitcrm.com/free-trial/ Download CommitCRM]
* [http://www.commitcrm.com/forum/ Forums]
* [http://www.commitcrm.com/products/why-commitcrm/ Why CommitCRM?]
* [http://www.commitcrm.com/about-us/ About Commit]
|}

{{Col}}
 
=New to CommitCRM?=

*[[Introduction|Introduction to CommitCRM]]
*[[Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[Videos|All Videos]]
*[[FAQ]]

 

=Documentation=
*[[#Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[#Videos|All Videos]]
*[[#Work Flows|Work Flows]]
*[[#User Manuals|User Manuals]]
*[[#Office Management|Office Management]]
*[[#Service Management|Service Management]]
*[[#Billing|Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[#Import and Export|Import and Export]]
*[[#Customization|Customization]]
*[[#Privileges|Privileges]]
*[[#Integration|Integration]]
*[[#FAQ|FAQ]]
*[[:Category:KB|CommitCRM KB Articles]]

{{Break}}

=Popular Forum Threads=
*[http://www.commitcrm.com/support/version-update/ New CommitCRM 8 Release!]
*[http://www.commitcrm.com/forum/showthread.php?t=1208 Running an IT Services Business Forum ]
*[http://www.commitcrm.com/forum/showthread.php?t=1037 The IT Toolbox – Community Based Resources for IT Professionals]
 

=Recent KB Articles=
*[[KB:_Keeping_Your_Customers_In_Touch_With_You|Keeping Your Customers In Touch With You]]
*[[KB:_Integrating_CommitCRM_Wiki_Search_Into_Your_Browser|Integrating CommitCRM WIki Search Into Your Browser]]
*[[KB:_Web_Interface_Free_Text_Fields|Web Interface Free Text Fields]]
*[[KB:_How_To_Rename_Fields|How To Rename Fields]]
*[[KB:_Setting_up_CommitCRM_with_Terminal_Services|Setting Up CommitCRM with Terminal Services]]
*[[KB:_How_To_Create_Tickets_On_Behalf_of_Your_Customers_Using_Emails|How To Create Tickets On Behalf of Your Customers Using Emails]]
{{Colend}}


==[[Getting_Started|Getting Started]]==

*[[Introduction|Introduction to CommitCRM]]
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial Video]
 

==[[Setup|Setup & Installation]]==
'''Client'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[[Accounts | Account Setup]]
*[[Employees | Employee Setup]]
*[[Privileges | Privileges Setup]]
*[[Import and Export]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]

'''Server'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Video])
*[[Email Connector|CommitCRM Email Connector Setup]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Watch Video]), [[Ticket_Management#Email_Distribution_via_Commit_Email_Connector|Email Threading via CommitCRM Email Connector]]
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Watch Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[MSP_Integration_Setup|RMM/MSP Systems Integration]]
*[[GFI_MAX_Link|GFI MAX Link Setup Guide]]
*[[Continuum_Link|Continuum Link Setup Guide]]
*[[Commit SQL Database Installation Guide | CommitCRM SQL Database (CSD) Installation Guide (for registered CSD users)]]
*[[Commit SQL Database for Trial Users|CommitCRM SQL Database for Trial Users]]

'''Upgrades'''
*[http://www.commitcrm.com/videos/commitcrm_upgrades_video.htm Upgrading CommitCRM Video]
 

==[[Videos|Videos]]==
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial]
*[http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation]
*[http://www.commitcrm.com/videos/email_connector_setup_video.htm Email Connector Installation]
*[http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Alerts Server Installation]
*[[Videos#Ticket_Management|Ticket Management Videos]]
*[[Videos# Contracts & Billing|Billing Videos]]
*'''[[Videos|To All Videos!]]'''
 

==[[Work_Flows|Work Flows]]==
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket Management|Watch Videos]])
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Billing Lifecycle]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Project Management]]
*[[Recurring Contracts]] ([http://www.commitcrm.com/videos/commit_contracts_batch_copy_wizard_video.htm Watch Video])
*[[SLA|Service Level Agreements (SLA)]]
*[[Over-used Hours]]
*[[Rolling-over Hours]]
*[[Asset Warranties]]
*[[Preventive Maintenance]]
*[[Return Material Authorization (RMA)]]
*[[Barcodes and Assets]]
*[[Sales|Sales Management]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Managing Quotes]]
 

==[[User_Manuals|User Manuals]]==
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Assets]]
*[[Sales]]
*[[Accounts]]
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Quotes]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Knowledge Base]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Documents]]
*[[Statistics Board]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Overview Video], [http://www.commitcrm.com/videos/web_interface_installation_video.htm Installation Video])
*[[Generating_Reports_User_Guide|Generating Reports]]
*[[Report_Designer_User_Guide|Report Designer]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[To-do Lists]]

'''Integration'''
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Email Connector|CommitCRM Email Connector]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Installation Video])
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Installation Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]

*'''[[Videos|All Video Tutorials]]'''
 

==[[Office_Management|Office Management]]==
*[[Accounts]]
*[[Employees]]
*[[Subcontractors]]
*[[Privileges]]
*[[Documents]]
*[[Documents#Using Word Merge Templates|Word Templates]]
*[[Email Templates]]
*[[Documents#Managing Outlook Emails within CommitCRM|Filing Emails]]
*[[History]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Sales|Sales Management]]
*[[Quotes]]
*[[Statistics Board]]
*[[Reports|Reports]]
 

==[[Service_Management|Service Management]]==
*[[Ticket Management]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets#Dispatch the Ticket|Dispatcher]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[Assets]]
*[[Managing Quotes]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Knowledge Base]]
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
 

==[[Billing_Topics|Billing]]==
*[[Videos#Contracts_&_Billing|Billing Videos]]
*[[Billing|Billing User Guide]]
*[[Items]]
*[[Charges]]
*[[Charges#Using_the_Timer_to_Add_Charges|Timer]]
*[[Contracts]]
*[[Custom Pricing]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Contract-Price Charges|Billing for Your Contracts]]
*[[Recurring Contracts]]
*[[Charges#Charging Using Taxes|Taxes]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Charges#Using CommitCRM Charge Reports|Reports]]
 

==[[Import_and_Export|Import and Export]]==
*[[Import Accounts]]
*[[Import Assets]]
*[[Import Items]]
*[[Documents#Importing Existing Documents|Import Documents]]
*[[Knowledge Base#Importing Articles|Import Knowledge Base Articles]]
*[[Importing from QuickBooks]]
*[[Syncing Accounts with Outlook|Import from Outlook (CommitCRM-Outlook Sync)]]
*[[Import and Export FAQ]]
*[[Import_and_Export_FAQ#Can_I_export_data_from_CommitCRM.3F|Export Data]]
*[[Community_Sharing_Center|Community Sharing Center]]
 

==[[Customization|Customization]]==
*[[Field Customization]]
*[[Report Customization]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[Customization FAQ]]
 

==[[Privileges|Privileges]]==
*[[Employee Privileges]]
*[[Subcontractors#Subcontractors_Permissions|Subcontractors Privileges]]
*[[Customer Privileges]]
*[[Privileges_FAQ|Privileges FAQ]]
 

==[[Integration|Integration]]==
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Commit Online Services|CommitCRM Online Services]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API by Email and MSP Integration|API by Email]]
*[[API by Email and MSP Integration|Automated Emails]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Zenith_Link|CommitCRM-Zenith Link]]
*[[GFI_MAX_Link|CommitCRM-GFI MAX Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]] ([[MSP_Integration_Setup#Kaseya.E2.84.A2|Kaseya™ ]], [[MSP_Integration_Setup#Level_Platforms.E2.84.A2_Managed_Workspace.E2.84.A2|Level Platforms™ Managed Workspace™]], [[MSP_Integration_Setup#N-able.E2.84.A2_N-central.E2.84.A2|N-able™ N-central™]])
*[[Documents#Importing Existing Documents|Import and Export (Excel, CSV, etc.)]]
*[[Documents#Using Word Merge Templates|Word Templates]]
 

==[[FAQ|FAQ]]==
*[[Tickets FAQ|Tickets]]
*[[Contracts FAQ|Contracts]]
*[[Dispatcher & Calendar FAQ|Dispatcher & Calendar]]
*[[Charges FAQ|Charges]]
*[[Items FAQ|Items]]
*[[Reports FAQ|Reports]]
*[[Import and Export FAQ|Import & Export]]
*[[QuickBooks FAQ|QuickBooks]]
*[[Web Interface FAQ|Web Interface]]
*[[Outlook Integration FAQ|Outlook Integration]]
*[[Alerts Server FAQ|Alerts Server]]
*[[Email Connector FAQ|Email Connector]]
*[[Employees & Users FAQ|Employees & Users]]
*[[Documents FAQ|Documents]]
*[[Accounts FAQ|Accounts]]
*[[Assets FAQ|Assets]]
*[[Knowledge Base FAQ|Knowledge Base]]
*[[Activity Templates FAQ|Activity Templates]]
*[[Online Services FAQ|Online Services]]
*[[Customization FAQ|Customization]]
*[[Backup and Restore FAQ|Backup & Restore]]
*[[Global Settings FAQ|Global Settings]]
*[[Labor Rates FAQ|Labor Rates]]
*[[History FAQ|History]]
*[[Privileges FAQ|Privileges]]
*[[Messages FAQ|Messages]]
*[[Taxes FAQ|Taxes]]
 

__NOTOC__

Main Page

2014-08-31T08:27:16Z

Robert: /* Setup & Installation */

{| id="mp-topbanner" style="width:100%; background:#ffffff; margin-top:1.2em; border:1px solid Silver;"
| style="width:56%; color:#000;" |

{| style="width:280px; border:none; background:#ffffff; margin-left:28%"
| style="width:280px; text-align:center; white-space:nowrap; color:#000;" |
<div style="font-size:180%; border:none; margin:0; padding:.1em; color:#000;">Welcome to the CommitCRM Wiki</div>
<div style="top:+0.2em; font-size:120%;">CommitCRM Support Documentation Center.</div>

|}

| style="width:16%; font-size:95%;" |
* [http://www.commitcrm.com/free-trial/ Download CommitCRM]
* [http://www.commitcrm.com/forum/ Forums]
* [http://www.commitcrm.com/products/why-commitcrm/ Why CommitCRM?]
* [http://www.commitcrm.com/about-us/ About Commit]
|}

{{Col}}
 
=New to CommitCRM?=

*[[Introduction|Introduction to CommitCRM]]
*[[Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[Videos|All Videos]]
*[[FAQ]]

 

=Documentation=
*[[#Getting Started|Getting Started]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[#Setup & Installation|Setup & Installation]] ([[Videos#Installation Guides|Watch Videos]])
*[[#Videos|All Videos]]
*[[#Work Flows|Work Flows]]
*[[#User Manuals|User Manuals]]
*[[#Office Management|Office Management]]
*[[#Service Management|Service Management]]
*[[#Billing|Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[#Import and Export|Import and Export]]
*[[#Customization|Customization]]
*[[#Privileges|Privileges]]
*[[#Integration|Integration]]
*[[#FAQ|FAQ]]
*[[:Category:KB|CommitCRM KB Articles]]

{{Break}}

=Popular Forum Threads=
*[http://www.commitcrm.com/support/version-update/ New CommitCRM 8 Release!]
*[http://www.commitcrm.com/forum/showthread.php?t=1208 Running an IT Services Business Forum ]
*[http://www.commitcrm.com/forum/showthread.php?t=1037 The IT Toolbox – Community Based Resources for IT Professionals]
 

=Recent KB Articles=
*[[KB:_Keeping_Your_Customers_In_Touch_With_You|Keeping Your Customers In Touch With You]]
*[[KB:_Integrating_CommitCRM_Wiki_Search_Into_Your_Browser|Integrating CommitCRM WIki Search Into Your Browser]]
*[[KB:_Web_Interface_Free_Text_Fields|Web Interface Free Text Fields]]
*[[KB:_How_To_Rename_Fields|How To Rename Fields]]
*[[KB:_Setting_up_CommitCRM_with_Terminal_Services|Setting Up CommitCRM with Terminal Services]]
*[[KB:_How_To_Create_Tickets_On_Behalf_of_Your_Customers_Using_Emails|How To Create Tickets On Behalf of Your Customers Using Emails]]
{{Colend}}


==[[Getting_Started|Getting Started]]==

*[[Introduction|Introduction to CommitCRM]]
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial Video]
 

==[[Setup|Setup & Installation]]==
'''Client'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Videos#Installation Guides|Installation Videos]]
*[[Accounts | Account Setup]]
*[[Employees | Employee Setup]]
*[[Privileges | Privileges Setup]]
*[[Import and Export]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]

'''Server'''
*[[CommitCRM Installation|Installing CommitCRM]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/web_interface_installation_video.htm Watch Video])
*[[Email Connector|CommitCRM Email Connector Setup]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Watch Video]), [[Ticket_Management#Email_Distribution_via_Commit_Email_Connector|Email Threading via CommitCRM Email Connector]]
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Watch Video])
*[[Report Scheduler|CommitCRM Report Scheduler]]
*[[MSP_Integration_Setup|RMM/MSP Systems Integration]]
*[[GFI_MAX_Link|GFI MAX Link Setup Guide]]
*[[Continuum_Link|Continuum Link Setup Guide]]
*[[Commit SQL Database Installation Guide | CommitCRM SQL Database (CSD) Installation Guide (for registered CSD users)]]
*[[Commit SQL Database for Trial Users|CommitCRM SQL Database for Trial Users]]

'''Upgrades'''
*[http://www.commitcrm.com/videos/commitcrm_upgrades_video.htm Upgrading CommitCRM Video]
 

==[[Videos|Videos]]==
*[http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Getting Started Tutorial]
*[http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation]
*[http://www.commitcrm.com/videos/email_connector_setup_video.htm Email Connector Installation]
*[http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Alerts Server Installation]
*[[Videos#Ticket_Management|Ticket Management Videos]]
*[[Videos# Contracts & Billing|Billing Videos]]
*'''[[Videos|To All Videos!]]'''
 

==[[Work_Flows|Work Flows]]==
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket Management|Watch Videos]])
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Billing Lifecycle]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Project Management]]
*[[Recurring Contracts]] ([http://www.commitcrm.com/videos/commit_contracts_batch_copy_wizard_video.htm Watch Video])
*[[SLA|Service Level Agreements (SLA)]]
*[[Over-used Hours]]
*[[Rolling-over Hours]]
*[[Asset Warranties]]
*[[Preventive Maintenance]]
*[[Return Material Authorization (RMA)]]
*[[Barcodes and Assets]]
*[[Sales|Sales Management]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Managing Quotes]]
 

==[[User_Manuals|User Manuals]]==
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
*[[Assets]]
*[[Sales]]
*[[Accounts]]
*[[Ticket Management]] ([[Videos#Ticket Management|Watch Videos]])
*[[Quotes]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Knowledge Base]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Documents]]
*[[Statistics Board]]
*[[Web Interface|CommitCRM Web Interface]] ([http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Overview Video], [http://www.commitcrm.com/videos/web_interface_installation_video.htm Installation Video])
*[[Generating_Reports_User_Guide|Generating Reports]]
*[[Report_Designer_User_Guide|Report Designer]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[To-do Lists]]

'''Integration'''
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Email Connector|CommitCRM Email Connector]] ([http://www.commitcrm.com/videos/email_connector_setup_video.htm Installation Video])
*[[Alerts Server|CommitCRM Alerts Server]] ([http://www.commitcrm.com/videos/commit_alert_server_setup_video.htm Installation Video])
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]

*'''[[Videos|All Video Tutorials]]'''
 

==[[Office_Management|Office Management]]==
*[[Accounts]]
*[[Employees]]
*[[Subcontractors]]
*[[Privileges]]
*[[Documents]]
*[[Documents#Using Word Merge Templates|Word Templates]]
*[[Email Templates]]
*[[Documents#Managing Outlook Emails within CommitCRM|Filing Emails]]
*[[History]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Sales|Sales Management]]
*[[Quotes]]
*[[Statistics Board]]
*[[Reports|Reports]]
 

==[[Service_Management|Service Management]]==
*[[Ticket Management]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets|Ticket Lifecycle]] ([[Videos#Ticket_Management|Watch Videos]])
*[[Tickets#Dispatch the Ticket|Dispatcher]] ([http://www.commitcrm.com/videos/commit_crm_getting_started_tutorial_video.htm Watch Video])
*[[Assets]]
*[[Managing Quotes]]
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Knowledge Base]]
*[[Billing]] ([[Videos#Contracts & Billing|Watch Videos]])
 

==[[Billing_Topics|Billing]]==
*[[Videos#Contracts_&_Billing|Billing Videos]]
*[[Billing|Billing User Guide]]
*[[Items]]
*[[Charges]]
*[[Charges#Using_the_Timer_to_Add_Charges|Timer]]
*[[Contracts]]
*[[Custom Pricing]]
*[[SLA|Service Level Agreements (SLA)]]
*[[Contract-Price Charges|Billing for Your Contracts]]
*[[Recurring Contracts]]
*[[Charges#Charging Using Taxes|Taxes]]
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Charges#Using CommitCRM Charge Reports|Reports]]
 

==[[Import_and_Export|Import and Export]]==
*[[Import Accounts]]
*[[Import Assets]]
*[[Import Items]]
*[[Documents#Importing Existing Documents|Import Documents]]
*[[Knowledge Base#Importing Articles|Import Knowledge Base Articles]]
*[[Importing from QuickBooks]]
*[[Syncing Accounts with Outlook|Import from Outlook (CommitCRM-Outlook Sync)]]
*[[Import and Export FAQ]]
*[[Import_and_Export_FAQ#Can_I_export_data_from_CommitCRM.3F|Export Data]]
*[[Community_Sharing_Center|Community Sharing Center]]
 

==[[Customization|Customization]]==
*[[Field Customization]]
*[[Report Customization]] ([http://www.commitcrm.com/videos/commit_report_designer_tutorial_video.htm Watch Video])
*[[Activity Templates]] ([http://www.commitcrm.com/videos/commit_activity_templates_video.htm Watch Video])
*[[Email Templates]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[Customization FAQ]]
 

==[[Privileges|Privileges]]==
*[[Employee Privileges]]
*[[Subcontractors#Subcontractors_Permissions|Subcontractors Privileges]]
*[[Customer Privileges]]
*[[Privileges_FAQ|Privileges FAQ]]
 

==[[Integration|Integration]]==
*[[QuickBooks Link|CommitCRM-QuickBooks Link]]
*[[Commit-Outlook Sync|CommitCRM-Outlook Sync]]
*[[Commit Online Services|CommitCRM Online Services]]
*[[Commit API Developers Guide|CommitCRM API Developers Guide]]
*[[API by Email and MSP Integration|API by Email]]
*[[API by Email and MSP Integration|Automated Emails]]
*[[QuoteWerks_Link|CommitCRM-QuoteWerks Link]]
*[[Zenith_Link|CommitCRM-Zenith Link]]
*[[GFI_MAX_Link|CommitCRM-GFI MAX Link]]
*[[MSP_Integration_Setup|MSP Systems Integration]] ([[MSP_Integration_Setup#Kaseya.E2.84.A2|Kaseya™ ]], [[MSP_Integration_Setup#Level_Platforms.E2.84.A2_Managed_Workspace.E2.84.A2|Level Platforms™ Managed Workspace™]], [[MSP_Integration_Setup#N-able.E2.84.A2_N-central.E2.84.A2|N-able™ N-central™]])
*[[Documents#Importing Existing Documents|Import and Export (Excel, CSV, etc.)]]
*[[Documents#Using Word Merge Templates|Word Templates]]
 

==[[FAQ|FAQ]]==
*[[Tickets FAQ|Tickets]]
*[[Contracts FAQ|Contracts]]
*[[Dispatcher & Calendar FAQ|Dispatcher & Calendar]]
*[[Charges FAQ|Charges]]
*[[Items FAQ|Items]]
*[[Reports FAQ|Reports]]
*[[Import and Export FAQ|Import & Export]]
*[[QuickBooks FAQ|QuickBooks]]
*[[Web Interface FAQ|Web Interface]]
*[[Outlook Integration FAQ|Outlook Integration]]
*[[Alerts Server FAQ|Alerts Server]]
*[[Email Connector FAQ|Email Connector]]
*[[Employees & Users FAQ|Employees & Users]]
*[[Documents FAQ|Documents]]
*[[Accounts FAQ|Accounts]]
*[[Assets FAQ|Assets]]
*[[Knowledge Base FAQ|Knowledge Base]]
*[[Activity Templates FAQ|Activity Templates]]
*[[Online Services FAQ|Online Services]]
*[[Customization FAQ|Customization]]
*[[Backup and Restore FAQ|Backup & Restore]]
*[[Global Settings FAQ|Global Settings]]
*[[Labor Rates FAQ|Labor Rates]]
*[[History FAQ|History]]
*[[Privileges FAQ|Privileges]]
*[[Messages FAQ|Messages]]
*[[Taxes FAQ|Taxes]]
 

__NOTOC__

Tab Management

2014-08-24T13:09:54Z

Robert: /* Changing Tab Order */

{{customization}}

__TOC__

==Simple & Advanced Modes==

CommitCRM since version 8 comes with two display modes - Simple & Advanced. In Simple mode there will less tabs displayed on the tabs bar by default in the various sections of the application, just the bare minimum with the most important tabs. All the tabs not shown in the bar can still be easily accessed when required by clicking '''All Tabs''' which appears at the right corner of the displayed tabs - if you have set the visibilty for a tab to show in the List instead of the Tab. You can also choose to hide the tab from both the tabs bar and the tabs list.

To switch between Simple and Advanced mode just go to:

'''Tools > Options > Display'''

[[File:Tabs-list.png|center]]

==Setting Tab Visibility==

To set which tabs are displayed or hidden in Simple or Advanced modes:

# Open the Tab Management window.
# Select the tab in the list.
# Click '''Edit tab settings'''.
# In the Tab Management popup you can now define the name of the tab and you can specify whether to show or hide the tab in either Simple or Advanced layout modes and if shown then whether it should be in the tabs bar and list or just the tabs list or even hidden from both.

[[File:Tab-management.png|center]]

==Adding New Tabs==
You can add new tabs by going to each window, and under the window's menu, go to '''Tools > Tab Management''' (e.g. Accounts > Tools > Tab Management).

[[File:Tab-management3.png|center]]

Create a new tab in the Tab Management window. You can also rename user-defined tab by selecting the relevant tab and clicking Tab Management.
You can manage which tabs are displayed for the entity using the Tools > Tab Management window.

[[File:Tab-management2.png|center]]

 

==Changing Tab Order==

To change the order of tabs:

# Open the Tab Management window ('''Tickets > Tools > Tab Management''' for example).
# Select the relevant tab in the list.
# Click the up or down arrows.

[[File:Tab-management4.png|center]]

 

==See Also==

* [[Field Customization]]

[[Category:Customization]]

File:Tab-management4.png

2014-08-24T13:09:28Z

Robert:

Tab Management

2014-08-24T13:04:12Z

Robert: /* Adding New Tabs */

{{customization}}

__TOC__

==Simple & Advanced Modes==

CommitCRM since version 8 comes with two display modes - Simple & Advanced. In Simple mode there will less tabs displayed on the tabs bar by default in the various sections of the application, just the bare minimum with the most important tabs. All the tabs not shown in the bar can still be easily accessed when required by clicking '''All Tabs''' which appears at the right corner of the displayed tabs - if you have set the visibilty for a tab to show in the List instead of the Tab. You can also choose to hide the tab from both the tabs bar and the tabs list.

To switch between Simple and Advanced mode just go to:

'''Tools > Options > Display'''

[[File:Tabs-list.png|center]]

==Setting Tab Visibility==

To set which tabs are displayed or hidden in Simple or Advanced modes:

# Open the Tab Management window.
# Select the tab in the list.
# Click '''Edit tab settings'''.
# In the Tab Management popup you can now define the name of the tab and you can specify whether to show or hide the tab in either Simple or Advanced layout modes and if shown then whether it should be in the tabs bar and list or just the tabs list or even hidden from both.

[[File:Tab-management.png|center]]

==Adding New Tabs==
You can add new tabs by going to each window, and under the window's menu, go to '''Tools > Tab Management''' (e.g. Accounts > Tools > Tab Management).

[[File:Tab-management3.png|center]]

Create a new tab in the Tab Management window. You can also rename user-defined tab by selecting the relevant tab and clicking Tab Management.
You can manage which tabs are displayed for the entity using the Tools > Tab Management window.

[[File:Tab-management2.png|center]]

 

==Changing Tab Order==

To change the order of tabs:

# Open the Tab Management window ('''Tickets > Tools > Tab Management''' for example).
# Select the relevant tab in the list.
#Click the up or down arrows.

 

==See Also==

* [[Field Customization]]

[[Category:Customization]]

Field Customization

2014-08-24T13:03:31Z

Robert: /* Adding New Tabs */

Field Customization

2014-08-24T13:01:23Z

Robert:

2014-08-21T09:57:43Z

Robert:

{{usermanuals}}
==Introduction==
This document contains information about how to install, configure and run the Web Interface application.

This document is also available as Readme.txt file:

<blockquote>'''<Installation_DIR>\CommitCRM\WebInterface\Readme.txt'''</blockquote>

Note: "<Installation_DIR>" refers to the path on the server (drive and directory) where the CommitCRM server files are installed.
 

==Related Videos==
* [http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation Video]
* [http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Web Interface for Employees Tutorial]
 
__TOC__

== General Settings and Configuration ==
===Setting the Port===
CommitCRM Web Interface communicates with users/browsers through a port.

CommitCRM's default configuration uses Port 4961.

If you want to change the default port number, to a port number other than the default (4961) follow these instructions:
# Edit the Properties File: <Installation_DIR>\CommitCRM\WebInterface\CommitWebInterface.ini.
# Modify the port number under the token: 'ServerPort'.
# Note that you must use a port number greater than 1024 in order for the Web Interface service to work.
# Make sure that the port you choose is not being used by any other application or service.
# If you use a firewall, proxy, etc. it is recommended that you open Port 4961 (or the port defined in the properties file) in order to allow a connection to be established with CommitCRM Web Interface. If this port is blocked by a firewall, a connection cannot be established.

===Setting the Server IP or URL===
** Required only for version 6.1 and older **

From version 6.2 and up you do '''not''' need to configure this.

CommitCRM Web Interface uses a permanent IP address or URL. This IP/URL is the external Internet address of the computer on which Commit Web Interface is running.

You can set up the server IP or URL by editing the file <Installation_DIR>\CommitCRM\WebInterface\CommitWebInterface.ini and changing the token: 'ServerIP' (e.g. ServerIP=212.140.210.143 or ServerIP=www.mydomainname.com).

Note that by default the Web Interface uses IP 127.0.0.1 (localhost), which means you can use the Web Interface on your local computer only.

===Checking the Port===
You can check the port is open and reachable by your customers and remote technicians by using [http://www.myportchecker.com/ My Port Checker] which is a free web based utility.

== Activating CommitCRM Web Interface ==
===Install/Uninstall CommitCRM Web Interface ===
CommitCRM Web Interface runs as a Windows Service on your server.

'''Install'''

This part of the installation should be performed on the server or on the computer on which the CommitCRM is installed.

Note: Make sure to run CommitCRM client at least once before installing the Web interface service for the first time.

When logged in to the server with an Administrator account, open a command prompt window and enter the following command:

<Installation_DIR>\CommitCRM\WebInterface\CommitWebInterface.exe -install

Notes:

#In case you wish to install and run the Web Interface service on Vista, you should run the command prompt from Start > Accessories > Command Prompt > right-click it and select > Run as administrator.
#The <Installation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.

After installing the service, a pop-up window should be displayed letting you know the service was installed successfully. If this window does not appear, this may be because the user running the command prompt does not have the required rights - make sure you run as administrator (see Note 1 above).

After a successful service installation, a service called CommitCRM WebInterface is now displayed in the system services management window (Control Panel > Administration Tools > Services).

Using the Services Management window, start the service and make sure that the service is defined to start automatically (Startup type > Automatic) each time the server is restarted.

'''Uninstall'''

To Uninstall CommitCRM Web Interface stop the CommitCRM WebInterface service and then type the following command in a command prompt window on the server:
<Installation_DIR>\CommitCRM\WebInterface\CommitWebInterface.exe -uninstall

==Starting To Use Web Interface==
To start using the Web Interface, you should first define Web Users for Employees and for Customers. Then, browse to the login page and log in to the system.

Note that logging in via mobile devices will automatically adjust the display to be optimized for small screens. See more details in [[Web Interface#Web Interface From Mobile Devices|Web Interface From Mobile Devices]].

===Define Web Users===
To test the installation and start using CommitCRM Web Interface, create web users for employees and customers.

Web user management is done within the CommitCRM application.
Login to CommitCRM and follow these instructions:

'''Creating web users for Employees''' 
# Open the Employees/Accounts window and navigate to the desired employee record.
# Select the "Employee" tab and click on the "Configure Web User" Button.
# Set a web username and password and confirm.

Note: You can use Employee Web Users to work with Subcontractors. See more details in [[Subcontractors#Activating_Subcontractors|Activating Subcontractors]].

 
'''Creating web users for customer Accounts''' 
# Open the Accounts window and navigate to the desired Account record.
# Select the "Web Users" page, click on the "New" button at the bottom of the page.
# Set the web user username, password and other information and confirm.

Note: After defining the user, you can send them an email with the Account login credentials. See more details in [[Web Interface#Sending Account Login Credentials to Customers|Sending Account Login Credentials to Customers]].

Notes:
#CommitCRM Web Interface will identify the newly created users within several minutes.
#All passwords are case sensitive.
#Since each username must be unique in the entire system, it may be a good idea to add a common prefix to all the web users of each Account, i.e. BIZ_1_John, BIZ_1_Mary, BIZ_2_John, BIZ_2_Phil etc.

If you set an Account number for each of your accounts (using the Account# field), you can set the system to automatically add the Account# as a prefix for each new web user you create. Use the '''Options > Web Interface''' to set this feature.

===Login to the Web Interface===
In your web browser, enter in the URL: http://127.0.0.1:4961

Note: You should modify this link to reflect your IP/URL address and Port.

A login page will be displayed. Enter the username and password you [[Web Interface#Define Web Users|defined]]. Click the Login button to log-in.

You can also [[Web Interface#Embedding a login page in your web site|embed the login page]] in your web site.

==Web Interface From Mobile Devices==
When using the Web Interface from Mobile devices, CommitCRM Web Interface uses an optimized display for mobile devices with small displays. The mobile display allows you to easily view and manage tickets, get customer contact details, log time and parts charges and much more directly from your phone.

Options for mobile devices:
* All HTML templates are adjusted to fit mobile screen resolution (minimum screen width 320 pixels).
* Instead of the existing tabs in regular browsers (i.e. Account/Tickets etc.), a quick selection list will switch between the tabs.
* Users can adjust the amount of characters to make long textual fields look better on mobile devices. To make the adjustment go to Tools > Options > Web Interface.
* It is possible to switch to mobile display also on any browser using the new switch to mobile / switch to standard option.

[[File:Web_mobile_demo_all_os.gif]]

== Document Download and Upload Settings ==
Using the Web Interface, employees can download and upload CommitCRM documents which are located on your server, directly from the browser.

In order to allow file downloads and uploads, you should first enable file download and upload to allow the Web Interface Service to access the documents for downloads and uploads.

To enable uploads and downloads, go to '''Tools > Options > Web Interface:'''

[[File:CommitCRM web interface options download upload flag.gif|center]]

In this window an administrator user can determine whether Web Interface users will be able to download and upload documents:
*Check the Enable file downloads over the Web option to allow files download.
*Check the Enable file uploads over the Web option to allow files uploads.

In any case, both for download and for upload, the administrator should also take care of folders mapping (see below).

'''Document Folders Mapping'''
In order to allow file downloads and uploads, you should first map the folder locations for the documents, so that the Web Interface Service will be able to access them for download and uploads. You can also define folders which will deny access, in case you need to protect sensitive information from being accessed via the web interface.

The CommitCRM Document files can be physically stored in various places on your server. The system has a default documents folder (as mapped in Tools > Options > Documents > Default Document Folder), which is usually physically located on the server. Note that the documents UNC path in the Document's properties is stored in the same way the client PCs sees it.

When the Web Interface tries to access a file on the server, this is done via the Web Interface service, running on your server. This means that the paths that are specified in the document properties in CommitCRM will probably not be comprehensible to the Web Interface Service running on your server.

For the service to be able to access these files, you need to 'teach' the server how to access the files locally, when encountering a mapped drive in the file path.

To setup the documents folders mapping settings, go to '''Tools > Options > Web Interface''':

[[File:Commit web interface options zoom.gif|center]]

To map the folders, click the '''Setup folder mappings''' button to open the download folders settings window.

===Allow Folders Settings===
In the '''Allow Web Access To Folders''' tab, you should map the folders in order for the web interface service to be able to access them from the Web Interface.

[[File:Commit_web_interface_download_folders_settings.gif|center]]

In this tab, you can enter the path mappings, which will map the 'network' path to the 'local' server path.

In the edit box, enter the Network Path (as client PCs see it), then an * (asterisk), and then the local server folder.

You should enter one mapping per line. For Example:
F:\OfficalFiles\Docs * C:\AllUserOfficeFiles\Docs

Where: 
'''F:\OfficalFiles\Docs''' - Mapped path as Client PCs see it. 
'''*''' - Divides between the network and local path of the mapping. 
'''C:\AllUserOfficeFiles Docs''' - Local path as the server sees it.

Note: You only need to set mappings for root document folders. All files stored under each root folder, including files in subfolders, will become available from the Web Interface automatically.

For example, if you map the folder F:\OfficalFiles\Docs then files stored at F:\OfficalFiles\Docs\your customer\ will be available.

===Deny Folders Settings===
In the Deny Web Interface Access To Folders tab, you can define the folders for which you want to deny access from the Web Interface.

In this tab, you can deny access to certain folders, in order to protect a document folder from unauthorized downloads and uploads

In the edit box, you should type in the paths you wish to deny access to. It's better to use a server's local path, although network paths are also allowed (they should appear in the same way they appear in the document's properties).

You should enter one folder path per line. For Example: 
C:\OfficeFiles\Private 
D:\ITDocs\Passwords

Note: The system will automatically block access to files stored under each specified folder, including files in subfolders. For example, if you block the folder D:\ITDocs\Passwords, files stored at D:\ITDocs\Passwords\RDP\ will be blocked too.

===Default Uploading Folder Settings===
When files are uploaded via the Web Interface, they are automatically saved in the account's “Docs Dir” folder (which can be defined in the account window, under the Details tab). However under certain circumstances the Docs Dir folder cannot be accessed over the Web Interface, such as when no Docs Dir folder has been created for an account, or when it has been placed in the Deny Folders list.

For this reason, users should define an “Uploads Default Folder.” When a file cannot be uploaded to the account’s Docs Dir folder, it will be automatically uploaded to this default folder. To define the Uploads Default Folder, go to '''Tools > Options > Web Interface > Download/Upload Settings > Click Set Folder Mapping. In the Folder Mapping Settings window > Default Uploading Folder''':

[[File:Commit web interface options upload folder.gif|center]]

==Web Interface Options==
Web Interface Options control different aspects of the way the Web Interface behaves. To customize the Web Interface, go to ''Tools > Options > Web Interface'' tab.

 
''Note: Always make sure to '''restart the CommitCRM Web Interface service''' after performing any changes, so they will take effect in the Web Interface.
''
 

[[File:Commit_web_interface_options_general.gif|center]]

In this window you can set up the following (note there are more options when you scroll down, see more screenshots below):

===Default Web Calendar View===
The Default Web Calendar view options allow you to choose how you want to see your appointments when using the Web Interface.
Your options are:
* Graphic weekly Calendar.
* List of Appointments (non graphic).

===Memo Fields Display Limits===
The Memo Fields Display Limits Option controls the amount of characters that will be displayed for long textual fields (Memo fields) showing up in lists on the Web Interface. This feature helps you manage the way you see the list, and the amount of data that will be displayed when showing long (Memo) fields.

In situations where the text is very long and exceeds the length defined here, a linkable '...' sign will appear at the end of the truncated text and this will open for viewing the full details for this entity.

The length of text to show in the lists is defined separately for standard Web browsers and for mobile devices' browsers (small display).

The length settings are personal, and affect each user's display separately.

===Web Pages – Header and Footer===
The Header and Footer option lets you design the Web pages for the Web Interface. This affects both customers and employees view.

Click ''Edit Header'' and ''Edit Footer'' to design these parts using html.

See also:
* [[Web_Interface#Embedding_a_login_page_in_your_web_site|Embedding a login page in your web site]].
* [[Web_Interface#Adding_your_name_and_logo_to_Commit_Web_Interface_pages|Adding your name and logo to CommitCRM Web Interface pages]].

===Download/Upload Settings===
Using the Web Interface, employees and customers can download and upload (only employees) CommitCRM documents which are located on your server, directly from the browser.
In order to allow file downloads and uploads, you should first enable file download and upload to allow the Web Interface Service to access the documents for downloads and uploads.
See more details in [[Web_Interface#Document_Download_and_Upload_Settings|Document Download and Upload Settings]].

 
'''More Options (scroll Down):''' 
[[File:Commit_web_interface_options_screen2.gif|center]]
 

===Default Technician Service Form===
Choose the report which will be printed when clicking the ''Print'' icon from the Ticket page in the Employees Web Interface.

===Web Links in Emails===
Web Links refer to email Alerts being sent via [[Alerts Server|CommitCRM Alerts Server]]. When enabled, the system will add a link to the relevant entity in the email alert body. This allows employees to quickly open CommitCRM Web Interface and view or edit the details of the entity being referred in the email. This saves the need to go explicitly to the Web Interface site, login and search for the entity in order to see its details.

Web Links Options:
# Enable - enabling this option will automatically add links to email Alerts sent by CommitCRM Alerts Server.
# Disable - disabling this option will not add the links to the emails sent by CommitCRM Alerts Server.
# Use SSL/Https - if SSL is configured for the Web Interface (see more details in [[Using SSL with Web Interface]]), the links will include Https in the link URL.
 
''Note: When using Alerts to Customers, which send email alerts regarding new Tickets and Tickets being closed, it is possible to add Web Links to the email template sent to the customer. This requires using CommitCRM Web Interface for Customers. See more details in [[Alerts_to_Customers#Alerts_to_Customers_Settings|Alerts to Customers Settings]].''

===Memo Fields Display Limits (for Customer Users)===
The Memo Fields Display Limits Option controls the amount of characters that will be displayed for long textual fields (Memo fields) showing up in lists on the Web Interface. This feature helps Administrators manage the way customers see lists, and the amount of data that will be displayed when showing long (Memo) fields.

In situations where the text is very long and exceeds the length defined here, a linkable '...' sign will appear at the end of the truncated text and this will open for viewing the full details for this entity.

The length of text to show in the lists is defined separately for standard Web browsers and for mobile devices' browsers (small display).

These settings are global for all customer users.

===Sort Items List According To===
This option determines the sort criteria for Items when choosing Items from the list, i.e. when creating a new Charge and choosing the Item. Possible options are to sort the list either by the ''Item Code'' or ''Item Name''.

===Initialize Customer Web Usernames===
When using the "Initialize new Web users with the account number" option, new Customer Web Users will be automatically copied to the username so all this customer's Web users will start with the same prefix. This can help standardize the usernames for customers.

The Account number is copied only if defined for the Account in Details tab > Accnt #.

=== Setting Customer Privileges ===
Using the Web Interface, customers can create new tickets and view their open and closed tickets. When given additional privileges, customers can also optionally view contract information, charges, assets, and Knowledge Base articles; download files; and more.

To control what each user can see, each customer Web user should be assigned a '''Privilege Group'''. See more details in [[Customer Privileges]].

==Generating and Printing Reports Using the Web Interface==
When using the Web Interface, users can generate reports and save them as PDF files. These files are automatically downloaded to the user’s local computer, from where they can be printed. For most entities (all other than Tickets), the system allows for only one pre assigned report—referred to as the “Default Detailed Report” —to be generated via the Web Interface. This report is defined in the client application by going to Tools > Options > Accounts/Assets/Opportunities tab > ”Default Detailed Report” field.

To print a report for an entity (other than Tickets), open the entity’s window in the Web Interface. Click on the ”Print Default Details Report” field in top right corner

[[File:Commit web interface options print default.gif|center]]

'''Generating and Printing Ticket Reports'''
When working with Tickets over the Web interface, users have more Report options. Users can choose from two predefined Ticket reports that are only available over the Web interface—the “Printable Service Form” or the “Printable Service Form, Including Taxes”. These reports are specifically designed to be used from the Web Interface and are available from the Ticket window. Printing any of these reports will immediately display them in a print-preview window, allowing you to print the report to a local printer.

For all other reports, click on the “Printing to PDF...” option, which opens a drop-down list of all the reports available for tickets. In this list you can can choose from any of the reports available for tickets in the client application. The report is generated and saved as a PDF file and downloaded to the local PC.

[[File:Commit web interface options print ticket.gif|center]]

Selecting one of these reports prints the report into a temporary PDF file on the server, and immediately downloads it so you can open the PDF file or save it locally. You can then print the PDF report to a local printer.

==Working with Subcontractors==
CommitCRM [[Subcontractors]] feature allows you to effectively manage subcontractors and track their work.

Subcontractor licenses are fully-featured CommitCRM Employee licenses. You can let subcontractors access the system via the CommitCRM Web Interface, restrict them to view only specific Accounts and give them limited privileges.

See more details about using CommitCRM Web Interface to work with subcontractors in [[Subcontractors]].

==Timers==

Just like the Timers you can run in the desktop application to log time for work done and convert to Charges, now you can run a Timer at any time and anywhere, through the Web Interface so technicians on the road can use the timer to log their work on-site.

To activate the web based Timer simply view the appropriate record (Account/Ticket/Contract) and click the Timer link which appears at the top right. A popup timer window will appear where you can stop & start logging time and convert to a Charge.

[[File:Web-timer.png|center]]

==To-do Lists==

The new and powerful To-do List feature in the desktop application also exists in the Web Interface so you're always within reach of those important to-dos. You can instantly create, add, edit and complete them. To-do Lists can be created from pre-made templates so technicians can quickly use and manage them whenever needed.
[[File:Web-todo.png|center]]

To add a new To-do list:

# View the appropriate record (Account/Ticket/Contract)
# Click the '''Add a To-do List''' button OR click the down arrow on the right of the button and select a template to create the To-do List from.
# If adding a new list, you must then enter the list name and then you can start adding To-do items by clicking the '''Add a To-do''' link and entering the to-do details.

To edit a To-do item:

# Point to it with your mouse cursor which will bring up the edit menu.
# Click Edit and modify to suit.

To delete an item:

# Point to it which will bring up the edit menu.
# Click the trashcan icon - the item will be removed from your To-do list immediately.

==Charges - Quick Time Entry==

Adding Charges is even easier now as it can be done by selecting the time span from the drop down '''Quick Time Entry''' list of periods, such as '''Last 15 min''' or '''Last 2 Hours''' which will then automatically fill in the Start/End times for you, saving you from having to type it all in each box manually. Once you have selected the time span the total amount of time also appears on the button to the right of the '''Quick Time Entry''' link and if you click this it will add that time to the Hours/Units box below.
[[File:Web-quick-time-entry.png|center]]

==Tickets - Resolution from Charge Descriptions==

You can now easily add the Charges description to the Ticket resolution when completing a Ticket. To add the charge descriptions, simply go to the Resolution box on the Edit Ticket form and click '''Append Charge Descriptions''' - all the Charge descriptions for this Ticket will appear in the resolutions box ready to save.

[[File:Web-resolution-from-charge-description.png|center]]

==File Uploads by Customers==

Customers can now upload files directly through the Web Interface, subject to the [[Customer_Privileges|privileges]] you define for them. No more asking them to email files to you for you to attach to their Account or Ticket.

To upload a file, the customer must:

# Login to the Web interface
# Go to the '''Documents''' tab
# Click the '''Upload''' link
# Select the file to upload.

[[File:Web-upload.png|center]]

==View or Edit Ticket Priorities==

Customers can login to the Web Interface and view priority of a Ticket and even change the priority if they want, subject to Privilege settings. To change the priority the customer must:

# Login
# Select a Ticket
# Click Edit
# Select the required Priority from the drop down list
# Save the changes.

[[File:Web-set-priority.png|center]]

 
==Tips & Tricks==
===Embedding a login page in your web site===
All user logins are performed through a browser login page. This login page is usually accessed from your existing web site.

You can choose to use a [[Web Interface#To use the predefined login page|predefined login page]] or [[Web Interface#Customize your own login page (advanced)|customize your own login page (advanced)]].

'''To use the predefined login page''' Add the following line to the relevant page/s in your existing web site:

<pre><A HREF="http://127.0.0.1:4961">Click to login</A></pre>

Note: You should edit this link to reflect your IP/URL address and Port (127.0.0.1 to your IP/URL and 4961 to the port in use).

<table id="mp-tfp" style="margin:7px 0 0 0; width:100%; background:none;">
<tr>
<td class="MainPageBG" style="width:50%; border:1px solid #FFCB99; background:#ffffff; vertical-align:top; color:#000;">
<table id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#ffffff;">
<tr>
<th> <h4 id="mp-tfa-h2" style="margin:0; background:#fff3e1; font-size:120%; font-weight:bold; border:1px solid #FFCB99; text-align:left; color:#000; padding:0.2em 0.4em;">Tip</h4>
</th></tr>
<tr>
<td style="color:#000;"> <div id="mp-tfa">Your name and logo may also be displayed on the login page. See the Tips & Tricks section below.</div>
</td></tr></table>
</td></tr></table>

'''Customize your own login page (advanced)''' If you prefer that a login area will be embedded in one of your web site pages (i.e. the actual login fields will be displayed in the page and not only a link to a login page) complete the following instructions.
Embed the following HTML/script code in one of your web pages. 
The <SCRIPT> code should be added beween the HTML <HEADER> and </HEADER>. 
The <FORM> code should be added in the HTML <BODY> area; You need to update the default IP/URL (127.0.0.1) to your IP/URL, and the default port number (4961) to your port settings.

Please embed the following HTML code.

Copy and paste this section to your HTML <HEADER> section:

Note: Copying from here may contain some illegal characters (depending on the web browser). If you are encountering any problems embedding this code, please try copying the HTML part from the Tips&Tricks section inside the readme file at: '''<Installation_DIR>\CommitCRM\WebInterface\Readme.txt''' file instead.

<pre>
<SCRIPT Language="JavaScript">

</SCRIPT>
</pre>

Copy the following HTML code, paste it in the HTML <BODY> area and modify the IP and Port as described above:

<pre>
<FORM name="CmtForm" method="post" action="http://1.0.0.127:4961" onSubmit="return CmtCheckInput()">
<TABLE>
<TR>
<TD>User Name:</TD>
<TD><input name="CmtUsrNamePrm" type="text" id="CmtUsrNamePrm"></TD>
</TR>
<TR>
<TD>Password:</TD>
<TD><input name="CmtUsrPWPrm" type="password" id="CmtUsrPWPrm"></TD>
</TR>
<TR>
<TD> </TD><TD><input type="submit" value="Login"></TD>
</TR>
<TR><TD> </TD><TD><input name="CmtUsrMobPrm" type="CheckBox"> Mobile Layout</TD>
</TR>
</TABLE>
</FORM>
</pre>

===Adding your name and logo to CommitCRM Web Interface pages===
You can add your name, logo, etc. to pages displayed by CommitCRM Web Interface. Your name and logos should be formatted using HTML code, which will automatically be embedded in all pages generated by CommitCRM Web Interface.

You can design a header and footer for the page.

To display headers and footers, login to CommitCRM, open the Options window, go to the Web Interface page and check the Header/Footer checkboxes (these are checked by default).

Place the HTML for the Header and Footer in these files:

Header: <Installation_DIR>\CommitCRM\WebInterface\Files\MyOfficeSetting1.txt 
Footer: <Installation_DIR>\CommitCRM\WebInterface\Files\MyOfficeSetting2.txt

You can open these files in an editor (Notepad etc.) either navigate to their location using Windows file explorer or by clicking on the dedicated buttons in the Options window - Web Interface page.

Notes:

These files are not standalone HTML pages and should NOT include the standard HTML page tags
like <HEAD>, <BODY>, etc. 
The HTML code should include only HTML code related to the design of your name, logo etc. and not
to any other page related HTML tags.

If you use image files in the HTML, you should save these images in the same directory and link to
them using the "/Files/" token. 
For example, to use the image file called "mylogo.jpg" in your HTML code, save it as
<Installation_DIR>\CommitCRM\WebInterface\Files\mylogo.jpg and link to it in the HTML as follows:
<img src="/Files/mylogo.jpg">

If you are using the predefined login page (i.e. you've added a link to it from your web site) you need to restart the CommitCRM WebInterface service each time you modify the header and/or the file(s).

===Testing CommitCRM Web Interface on your LAN prior to installing it for internet use===
#Set the ServerIP in CommitWebInterface.ini to your internal server’s IP
#Make sure that the default ServerPort is not already in use, or modify it if necessary
#Restart CommitCRM WebInterface service
#To login, open the following file in Internet Explorer <Installation_DIR>\CommitCRM\WebInterface\Files\cmtcustlogin.htm

===Sending Account Login Credentials to Customers===
After defining a Web User for your customer (see [[Web Interface#Defining Web Users|Defining Web Users]]), you can send them an email with the Customer Account Credentials (username and password). This can help you streamline the process of providing your customers with Web user credentials to log into the Customer Web portal.

To send an email with the customer account login credentials:
# Open the Account window and go to the Web Users tab.
# Select the customer's Web User you want to send to.
# On the bottom part of the tab, click the Email icon. This will open a popup menu with available email templates that contain the Web User's username and password.
# Choose the template you want to send. An email window will open with the template and details of the selected user.

Notes:
# The default email template provided for this purpose includes the account credentials, including the username and password. You can create your own templates via the [[Email Templates]] feature.
# If the customer has already modified the password or has already used the password (even once), it is not possible to send the password to the customer, to avoid security issues. In this case, it is only possible to reset the password and change it to another password.
 
[[File:web_interface_send_account_login_credentials.png]]

==Troubleshooting ==

'''Changing CommitWebInterface.ini parameters does not take effect'''

'''Solution:''' After modifying <Installation_DIR>\CommitCRM\WebInterface\CommitWebInterface.ini, restart CommitCRM WebInterface service for the changes to take effect.

'''Cannot login using newly defined web users'''

'''Solution:''' If you cannot login using web users you've just created/enabled, please note that it may take up to five minutes until your new settings take effect, and that the password is case sensitive.

'''No response from the server (seeing a blank page or an access error message)'''

'''Solution:'''
#If a connection cannot be established through the Internet/LAN, and the CommitCRM WebInterface service is running, make sure no other applications or services on the server are using the same port as that set for CommitCRM Web Interface, and that you have set up the correct IP/URL address.
#If a connection cannot be established through the internet, but can be established on your LAN, make sure you have opened up the port used by CommitCRM Web Interface in your firewall/proxy.
#A common problem which can result with no response from the server, relates to DEP (Data Execution Prevention). You should open Window's DEP settings and allow CommitCRM WebInterface service to accept connections. DEP can be found under System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION. Make sure you allow the CommitCRM WebInterface service (its executable is found in <server>\CommitCRM\WebInterface\CommitWebInterface.exe) Usually this requires reboot of the server for the changes to take effect.

'''Session timeout is too short'''

'''Solution: '''If a user doesn't perform any action within a specified period of time his session expires and he needs to reenter the system. The default timeout value is 60 minutes. You can modify the default by editing the TimeOutAmount value in file <Installation_DIR>\CommitCRM\WebInterface\CommitWebInterface.ini

'''Can't download documents from the web interface'''

'''Solution:''' Using the Web Interface, employees can download CommitCRM documents which are located on your server, directly from the browser. In order to allow file downloads, you should first map the folder locations for the download, so that the Web Interface Service will be able to access them for download. You can also define folders which will deny download, in case you need to protect sensitive information from being accessed via the web interface. To setup the documents download settings, go to Tools > Options > Web Interface. Read more about this under Document Download Settings.

==See Also==
*[[Using SSL with Web Interface]]
*[[Commit Web Interface Troubleshooting | CommitCRM Web Interface Troubleshooting]]
*[[Web Interface FAQ]]
*[http://www.commitcrm.com/videos/web_interface_installation_video.htm Web Interface Installation Video]
*[http://www.commitcrm.com/videos/employee_web_interface_tutorial_video.htm Web Interface for Employees Tutorial Video]
[[Category:Setup]]
[[Category:Installation]]
[[Category:User Manuals]]

File:Web-set-priority.png

2014-08-21T09:55:15Z

Robert: