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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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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The workflow display the name of the person a job is assigned to, in the Case list view. Settings>Customization>Customize Entities>Case Click: Attributes from the menu list and create new attribute (field): “Job Assigned To” as: Type=nvarchar Format= text Maximum Length=200 (or longer if the users names are longer than 200 characters. Click: Save and Close Click Forms and Views Select and open Form Click to open the Administration tab Click Add Fields from the Common Task option list and select “Job Assigned To” to add the “Job Assigned To” field to the form in the Administration tab Click: Save and Close Click Forms and Views again Select Active Cases (Public View) Click Add Columns and select the field “Job Assigned To” and add it to the list displaying Active Cases Click: Save and Close From the tool bar click: Actions and select Publish to publish the changes we just introduced to the Case entity The end result will display the new column “Job Assigned To”...

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The workflow counts the number of opened (incomplete) jobs per case. The number is displayed in the Case list view. Settings>Customization>Customize Entities>Case Click: Attributes from the menu list and create new attribute: Job Counter as int (integer) Format=none Minimum value is 0 maximum value is 100 Click: Save and Close Click Forms and Views Select and open Form Click to open the Administration tab Click Add Fields from the Common Task option list and select Job Counter to add the Job Counter field to the form in the Administration tab Click: Save and Close Click Forms and Views again Select Active Cases (Public View) Click Add Columns and select the field Job Counter and add it to the list displaying Active Cases Click: Save and Close From the tool bar click: Actions and select Publish to publish the changes we just introduced to the Case entity The end result will display the new column Job Counter in the Active Cases list



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Microsoft CRM Client for Outlook synchronizes the Outlook calendar and tasks with service activities, appointments and Tasks activities in the Microsoft CRM Service Calendar. Most users have Outlook opened and Outlook provides the reminder popup feature which is not available in the CRM web interface. Here are some productivity tools using Outlook features for MS CRM:

1. Popup reminder. An easy way to add a pop up reminder to QoS-IT (such as a reminder to bill & close case when all jobs are completed) is by a workflow that creates a reminder task. When Outlook synchronizes with CRM the CRM task will be in the Outlook To-Do List with pop up reminder 15 minutes before the task’s due date. In the workflow Add Step>Create Record and select the record as task. Click the Set Property page, place the curser in the Due Date field and set it to: 5 minutes (or any other time) after workflow execution time....

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There are 2 common issues with Microsoft CRM Email Router:

1. The service “Microsoft CRM Email Router” does not start.

2. The router routs old Emails.

Both issues are related to a file located at: “C\Program Files\Microsoft CRM Email\Service\ Microsoft.Crm.Tools.EmailAgent.SystemState.xml”

If the file is corrupted the router will not start. Stop the router service, rename the file and start the router service again. In most cases this will solve the problem

The file also maintains a timestamp as xml parameter named “ThresholdDate”.
By default this value is “0001-01-01T00:00:00.0000000Z” (format as “YY-MM-DDTHH:MM:SS.mZ).
Each time the user’s mailbox is scanned, the timestamp is incremented / updated. To eliminate scanning old emails, set the date and time to current date / time.
Example: The 10^th February 2010, 11:45 is set as: 2010-02-10T11:45:00.0000000Z