During RMM discovery process (RMM Sync workflow) some RMM software provide details on the applications installed on the scanned device (server, desktop or notebook). The device’s operating system is stored in the Hardware tab of the device while all other software applications are stored in the device’s Notes entity.

In this example a workflow “runs” on list of HW Device’s notes, searching for the words “ …” and when found it sends an Email to customer offering an upgrade to Acrobat Version 9 and also creates Sales Opportunity linked to this account.

To list notes related to HW Devices, got to “Advance Find” and create search on the Notes entity of HW Device where the Account field (of HW Device) contains data

Click>Find

The workflow steps are:

1. Perform Sync function (create / update HW Devices in QoS-IT)

2. Call a plug-in and calculate the next sync date based on the current “Next Run Time” and “Run Every” fields in the background process record associated with this workflow

3. Update “Next Run Time” on the background process record.

4. Timeout (wait until) the next run time (updated in item 3 above) is due

5. Call again this workflow (as child workflow)

Download workflow: HW Device Import (RMM Integration)

How to filter out service activities in Outlook

Each job in QoS-IT is associated with service activity with the subject line includes the following text:

Action Required - when case is created or job is completed Created date – when job is created Job type – when job is assigned to CSR Completed – when job is completed

To filter out the service activities associated with the words: Create, Completed & Required, follow these steps:

In Outlook>Calendar>Right click & select “Customize Current View” In the “Customize View: Day/Week/Month” page click to open “Filter” Click to open the “Advanced” tab and add the Subject field from Appointment as in this image:



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We submitted QoS-IT to Microsoft xRM Showcase.

As one of the most advanced xRM solutions, and with the help of your vote, we are hoping to win 1^st place.

Your vote is appreciated:

http://www.xrmshowcase.com

When using Microsoft CRM Client for Outlook, service activities in QoS-IT are synchronized with Outlook appointments. Here are some tips on how to better utilize the integration between Outlook and QoS-IT.

1. To schedule the automatic Outlook sync with CRM, click the “CRM” button on the Outlook toolbar and select “Options”. In the Synchronization tab reduce the default 15 minutes to the minimum allowed. To modify the minimum allowed minutes, click in CRM Settings>Administration>System Settings>Outlook tab. Modify the minimum Time between synchronizations to 5 minutes.

For immediate synchronization of Outlook with CRM, click “CRM” button on the Outlook toolbar and select “Synchronize with CRM”

2. Appointments can be created in outlook either as CRM appointments or Outlook appointments. CRM appointments are synchronized with CRM and can be created by one of the following 2 methods:

Creating new appointment using the toolbar button New Activity>Appointment Selecting an existing...

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Download an updated version of web portal from these URLs:

Portal

PortalAdmin

NOTE: Before you install the updated new sites follow these steps:

1. Backup the Web.Config & Settings.xml files from the Portal and Portal Admin web site directory.

2. Install the updated web sites

3. Copy the backed up Settings.xml file back into the Portal directory

4. Do not overwrite the new Web.Config files. Open the new Web.Config file in XML Editor, read the settings entries from the old Web.Config file (see image below) and enter them in the new Web.Config file. Update the same in the PortalAdmin directory.

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Each step in case resolution process changes the case status. Below is a list of each case status and the action that sets the status. Case managers can create workflows to be triggered when the case status is change (in the “start when” option of the workflow select  “Record Status changes”)

Action Case Status New Case created No scheduled jobs New Remote Job created Assigned Remote Remote Job started In Progress - Remote Remote Job completed Completed - Remote New Helpdesk Job created Assigned helpdesk Helpdesk Job started In Progress - Helpdesk Helpdesk Job completed Completed - Helpdesk New Inhouse Job created Assigned Inhouse Inhouse Job started In Progress - Inhouse Inhouse Job completed Completed - Inhouse New Onsite Job...

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