I was asked how to include the case’s work details in a workflow email sent to customer when case is resolved. The Case attribute “Resolution” (ask_resolutiontext) is created at the close case stage and saved to the activity type “Case Resolution”.
It is easy to create workflow that sends an email when case is resolved and to include the work details from the case attribute “Resolution” in the email to the customer.
What happens if all jobs are completed but the case is still active with the status “Ready for Billing”. At this status no other job can be created, but the case is not yet in “Problem Solved” status and therefore the work details are not available to be inserted to the email.
Each time an activity is created (such as phone, email, remote, onsite) the activity’s details are stored in the description field of the Phone, Task or Email activities that are linked to the case.
By creating new attribute in the case entity and using workflows associated with the phone, task & email activities we can merge the work details of all activities and store them in the case at the time each activity is completed.

Note: Before you modify customization, export the existing customization and backup CRM.

Firstly, create new attribute “Task Details” type “ntext” with maximum length of 2,000 characters.
Add the new field to the Form in the Administration tab.
Click and open the form properties. Select and open to edit the OnLoad event.
Add the following JavaScript after the last line of the existing script:

Additional Instructions: Customers’ Web Portal Customization

The settings of customer’s web portal are stored as settings.xml file in the Portal directory (not PortalAdmin). When you open PortalAdmin you must firstly load settings.xml file by clicking the button “Load Settings File” on the menu bar. When you modify the text of any web component you need to firstly save the formatted HTML text as well as click the Save button to save the settings of the modified web page (refer to image).

Once web portal customization is completed, click the “Create Settings File” button and save the updated settings.xml file by overwriting the existing settings.xml file in the Portal directory.

You must reset IIS (IISReset command-line)to view the changes made to settings.xml in the Portal web site.

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Find and replace text

The workflow plug-in “Replace Text” search for word or phrase within an entity field and replaces it with another word or phrase.

This plug-in is useful when the Web Interface URL of HW Device needs to be replaced with another URL.

A workflow to find and replace text has two steps. The first one finds and replaces the text & the second step updates the field with the replaced text. Note that you can update any field not just the one where the original text was stored.

How to create Find & Replace Text workflow?

Create new workflow for the entity HW Device

Select how to trigger the workflow either “On demand” or when “Record is created” or “Record attributes change” (select attribute).

Click: Add Step>QoS-IT Generic>Replace Text



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Updated workflows to resolve issues with duplicated emails.
Q4.1 – Customer notification when new case is created
Q4.1- Customer Satisfaction Survey email 

Download workflows

Replace the workflows with same name but version Q3 with these new Q4.1 workflows

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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