New Timesheet record is created every time an activity is performed by CSR using QoS-IT or when Service Activity and / or Appointment is recorded as completed and “Q3- Appointment Timesheet” and/ or ”Q3- Non QoS-IT Service Activity Timesheet” workflows are active.

QoS-IT version 4.11 introduces new workflow and enhanced timesheet calculator to perform manually or automatically the following steps:

1. Rearranges the daily timesheet after reported time is backdated and overlaps with other previously reported times.

2. Time from midnight till first activity is presented as Before Hours while time from last activity of the day till mid night is After Hours

3. If no activity was created during whole day, the workflow splits the day into 3 components based on the workflow’s start and end times of normal working hours.

To set up normal working hours, click: Settings>Workflows>”Q4.8 – Recalculate and Update Timesheet” workflow.

Unpublish workflow.

Click Set Properties for plug-in: “QoS-IT Core: Timesheet Gap Split” and set up the daily Start Time & End time fields of the plug-in.

Save & close.

Publish workflow.

4. For debugging and / or manually perform steps 1-3 above, we also provide the following procedure:

a. Click: Workplace>Timesheet

b. Select date & click Search

c. Expand by clicking on “Timesheet Gap Details”. Each minute of the 24 hours day is displayed with either “Y” (time reported) or “N” (time not reported – time gap).

d. Scroll down the list. The button” Timegap Fix” is always displayed. If there is no activity during the day, an “Hours Split” button is also visible. These 2 buttons have the same functionality as the workflow and are only required for debugging.

It is recommended not to use the manual process described in item 4, which was designed for debugging only.

When manually updating timesheet gaps, the task pick list is read from similar attribute in the Timesheet entity. To add or remove item from pick list, click: Settings>Customization>Customize Entities>Time Sheet>Attributes>Timesheet Task (ask_timesheettask) and add remove or delete items from pick list

Version 4.11 Release date: 11^th October 2010

QoS-IT Version number – QoS-IT software updates are recorded as version number and release date in QoS-IT Settings.

Phone Activity – Add subject line with default to case number & issue description. Link to Contact not Account

Knowledgebase Activity – Add subject line with default to case number & issue description.

In-House Job – When selecting HW Device and there is no device for the selected customer, the option “Link to Customer”, if selected, links the HW device to the Customer associated with the case

Email2Case workflow – If incoming Email has empty subject line then the issue description of the case created by this incoming email is “No Subject line”.

Case - the total reported time and billed time of case is stored in the ask_totalreportedtime, ask_allotmentsbilled, ask_timebilled attributes of the case and displayed in the Case>”Billing & Close Case” tab

Case – Case can be associated with other addresses. Other addresses’ pick-list reads the other addresses’ table associated with the Account entity. This function is useful when one head office assigns jobs to many branch offices or when one pool of prepaid hours is shared between many branch offices. The field is located in the Administration tab and can be moved to other location in Settings>Customization>>Customize Entities>Case (Incident)>Forms &Views> Form customization.

1. Open the File in StyleVision

2. Scroll to find the Resolution tag

3. Right click on the pink\purple “pre” tab

4. Click Edit Paragraph Type

5. Select “p” instead of “pre”

6. Click OK

7. Click Preview HTML and the wrapping should now be correct.

In customization, open the entity HW Device and create new attribute new_clientcode as nvarchat format= text and maximum length=100.

Display the field in the network tab of the form

Click to select the Web Interface tab and click to open the Form Properties

Select event as OnLoad and click to open the Edit window

Assuming you Nagios URL is: 'http://192.168.10.3/nagios/cgi-bin

Replace the existing JavaScript with:

var url =  'http://192.168.10.3/nagios/cgi-bin/extinfo.cgi?type=1&host=';

url = url +  crmForm.all.new_clientcode.DataValue;

crmForm.all.IFRAME_WebInterface.src = url;

Click OK

Save

Publish

The field new_clientcode is the unique name of the device in Nagios

If the field new_clientcode is not null, the Nagios window will open in the Web Interface tab

The Customer field in Microsoft CRM - Case entity, can be either Account or Contact.

The workflow checks if the Customer’s field is a Contact and if no Responsible Contact has been selected it then updates the case’s Responsible Contact field with the Customer’s (Contact) field

Download workflow

• Publishing a new report
• Downloading an existing report
• Updateing an existing report

Setting up Visual Studio for your first report and creating a simple Account list report.