QoS-IT version 4 was designed with friendly & intuitive user interface that works like users would expect it to work. The new design was applied to case>job allocation, onsite and in-house Job Cards and to each of the helpdesk and remote Job Control Panels (JCP).
As part of providing customers with feature rich application yet easy and simple to use, we introduced Fast Track Billing that if selected in QoS-IT Settings,
job(s) will be automatically billed if they have one or no Service Items in the SLA Contract Line of the Case.
Impact & Severity – The new feature reads the Response Time and MTTS (Mean Time To Service) from a matrix that returns how fast we need to respond to an incident and how long should it take to resolve it, based on the incident’s severity and the number of users affected by it.
Mobile – Jobs allocated for onsite work are scheduled and displayed on any device with web browser and internet connection. Technicians / engineers can report in real time on the work performed on site, which then updates the Service Calendar.

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

Error message when you access entities in the Microsoft Dynamics CRM 4.0 client for Outlook: "A Microsoft Dynamics CRM window was unable to open, and may have been blocked by a popup blocker"

Read more: http://support.microsoft.com/kb/970632

The easiest way to find a case record from case list is by using the Quick Find function labelled as “Look for” and located as single text field above the Case list (or any other entity list)

If you are having this issue then check the following setting in your CRM.

All Jobs	The buttons that display notes from Case or Account now display Case & Account's Email and attachments. Phone numbers in Phone task can be updated to CRM
All Jobs	Open HW Device from Job Card. In the HW Device open network monitoring software such as N-able, Kasey, LPI or GFI MAX
All Jobs	When job is closed the job's activities history is displayed
Case	Case Origin renamed from Email2Case-Fully Resolved to Email2Case-Known Contact
Case	Rename button to "Reopen Case / Reverse Invoice" that presents its dual functionality. Enhancement: do not create invoice if total invoice is equal zero
Dashboard	Improved dashboard. Can be called from browser>favourite. Integrated reports in dashboard.
Email2Case	Trim the field retrieved from Email and converted to case to 100 characters and copy long Email subject field to Issue Description of the Case
Google Map	Remove apostrophe from address before queering Google map
Integration	HW Device integration with Kaseya, N-able & GFI MAX
Invoice	None service invoices (CRM invoices) can be printed including fix to the original Microsoft CRM tax calculation in Invoice entity. Add template option for Invoice-CRM.XSLT. Remove last blank page of in printed invoice
Invoice	Display in invoice the price of service item sold as prepaid hours or at reduced price to customer.
Onsite Job	Replace HW device from pick list to Lookup. Reprint onsite Job Card after job card is closed for customer's signature on work performed onsite
Response time	Added 15 minutes to response time. Improve on how Case critical times are calculated
SLA Contract	Validation of Price field in Add Allotments function
SLA Contract	Add or Remove Monitored Devices from the total amount charged periodically for maintenance agreement-retainer fee. Update invoice to reflect negative charge (reduction in number of monitored devices)
Case	Display SLA Contract Lines in alphabetic order (in Case)
Time sheet	Plug-in to create time sheet record immediately after Appointment is reported and completed
Web Portal Enhancements	Publish more than one web site each with its own logo, company name and company details, display Sales Literature and Knowledgebase by web site specific subject. les literature according to Each web site has its own customizing file
SLA Contract	Print as document

How to copy Microsoft CRM Views from one customization file to another using the MSCRM View Copy Tool from our website.