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

This is a general purpose Auto Numbering plug-in for use with workflows for any CRM entity.
The workflow plug-in is a dll file named as: ASK.AutoNumber.dll which needs to be registered using registration tool PluginRegistration.EXE
Both files, ASK.AutoNumber.dll and PluginRegistration.EXE should be downloaded and saved in this directory:

C:\Program Files\Microsoft Dynamics CRM\Server\bin\assembly

Download ASK.AutoNumber.dll
 

If you don’t already have the PluginRegistration.EXE file saved on CRM server (at the above directory) then

Download PluginRegistration.EXE

Step 1: registering ASK.AutoNumber.dll

Run PluginRegistration.EXE as administrator
Set up connection to Microsoft CRM (two steps process)

By: Anton Avila, Process Manager for R-Group International Pty Ltd

Download RFC Entity

Often the discussion topic with Management Stakeholders comes up – “So when will our new toolset be ready?” Well that depends... comes the answer. What do we want to use it for?

If you’ve ever given that response, and been met with blank looks or vague business-speak for your trouble, you’re certainly not alone. In fact, most Best Practice adherents out there will tell you it’s a common fault in many organisations; trying to align the way you operate to the toolset after you’ve chosen it, rather than the infinitely more sensible approach of choosing (and then configuring) your toolset to support your existing operations and processes (and the processes you think you’ll be adopting in future as your organisation matures).

Taking this “Toolset supports the Process” approach gave us at R-Group a challenge recently in regards to ITIL Change Management. One of the few ITIL process areas to really gain traction in Western Australia to date (and indeed a primary process driver in the rest of the IT industry in Australia), Change Management really does represent the elephant in the room. But why does it represent such a challenge if everyone acknowledges just how important it is?

The key to any Process implementation is that the Process needs to be Effective, Efficient, and Responsive. This isn’t just for the sake of service delivery; it’s also just as important for the sanity of your own personnel. After all, if the way your organisation implements Change Management (and thus builds the tool to support the implementation) isn’t these three things, will your people use the process? If they don’t use it properly because it’s unwieldy (responsiveness), time consuming (efficiency), and just doesn’t deliver the results it’s supposed to (effectiveness), how can you expect your service delivery to your customers to be what you want it to be?

We took the perspective that we wanted Change Management to be as easy to use as possible. This means documenting as many types of minor, low-risk/impact Changes that we otherwise make every day as pre-set procedures; this allows our team to use the QoS-IT customised ‘Outage’ entity for a lot of general maintenance work... For the technician it means no mess, no fuss; a minute or two to log their ‘Outage’ ticket and they’re done with their administrative requirements.

Q-Project is project management software developed for Microsoft CRM to be release November 2010.

Q-Project is the ideal tool for planning, monitoring & control of projects in the known environment of Microsoft CRM

Identify and define the products and services needed to achieve the project objectives. Break down the work needed to deliver the products and services into separate work packages. Define the responsibilities of the individuals who will deliver the work packages. Construct a schedule...

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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