Bpm online customer service. User guide

Transcription

1 Bpm online customer service User guide

2 User guide Contents 1. Bpm online customer service overview Bpm online interface Bpm'online interface overview The command line The communication panel Lists Sorting records in a list Setting up summaries by columns Setting up columns Filters Quick filter Standard filter Advanced filter Folders and tags Working with tags Working with folders Working with s How to create an How to upload s to bpm online How to process s How to run a business process by How the fields of uploaded s are filled in How to set up rules for connecting s to other system objects How to work with attachments and notes Access rights Section analytics The Chart dashboard component The Indicator dashboard component The Speedometer dashboard component The List dashboard component The Widget dashboard component The Web page dashboard component Analytical reports System designer User profile page Bpm online customer service configuration The [Accounts] section Account page

3 Finding and merging duplicates Actions in the [Accounts] section Receiving account information from Facebook How to merge several companies into one holding/company group How to view the history of a holding/company group activities The [Contacts] section Contact page Finding and merging duplicates Actions in the [Contacts] section Receiving contact information from Facebook The [Activities] section Calendar Task page Actions in the [Activities] section The [Services] section Service page The [Cases] section Case page Calculating response and resolution time Automatic ing setup Shared account setup The [Knowledge base] section Knowledge base article page The [Feed] section The [Feed] view The [Channels] view The [Dashboards] section Telephony in bpm online The [Calls] section Managing calls Telephony setup in bpm online Self-service portal Getting started Self-service portal main page Widgets of the self-service portal main page How to set up the self-service portal main page The [Cases] section of the self-service portal Case page The [Knowledge base] section of the self-service portal bpm online customer service 2

4 User guide Knowledge base article page Mobile application Installation and synchronization Online/offline mode specifics Mobile application wizard Setting up the workplace list Setting up mobile application section Interface setup Section setup Setting up section properties Setting up section pages Setting up a section list Setting up section details Content designer How to create a web page using the content designer Analytics setup Setting up dashboards Dashboard components setup The MS Word printables setup Installing bpm online plug-in for MS Word Registering the MS Word printable Setting up the MS Word printable template Workplaces setup Logo customization Color customization Synchronization and import from other systems General import of records Integration with services by the IMAP/SMTP protocol Setting up the IMAP/SMTP service provider Configuring accounts in bpm online Integration with the MS Exchange service Setting up the MS Exchange service provider Configuring MS Exchange accounts in bpm online Mailbox synchronization setup Receiving and sending messages Synchronization of the bpm online contacts with the MS Exchange contacts Synchronizing the bpm online calendar with the MS Exchange calendar Integration with the Google organizer Application registration for integration with Google

5 Configuring Google accounts in bpm'online Setting up the synchronization of bpm'online contacts and activities with the Google contacts and calendar Synchronizing the bpm'online contacts with the Google contacts Synchronizing the bpm'online activities with the Google calendar Integration with social networks Setting up bpm online Facebook integration Setting up bpm online Twitter integration Synchronization of user accounts and roles with LDAP LDAP integration setup Connecting LDAP elements to bpm online users and roles LDAP synchronization Authentication using the NTLM protocol Administration tools Users and roles management The [Organizational structure] page The [Functional roles] page User page Actions in the [Users and roles management] section Managing the functional roles How to add a new user in bpm online The [Objects permissions] section The [Default permissions] detail of the [Objects permissions] section The [Access to object] detail of the [Objects permissions] section The [Columns permissions] detail of the [Object permissions] section The [Access to object for external services] detail of the [Object permissions] section The [Operations permissions] section System operation page System operations description The [Lookups] section Lookup content page Lookup settings page The [System settings] section System setting page System settings description The [Change log] section The [Setup log] action in the [Change log] section The [View all changes in selected record] action in the [Change log] section The [Clear log] action in the [Change log] section bpm online customer service 4

6 User guide 8.7. The [Audit log] section Deploying the bpm'online application on-site System requirements for on-site deployment Server-side system requirements Client-side system requirements Installing the bpm online application on-site Installing bpm online Setting up the task scheduler

7 BPM ONLINE CUSTOMER SERVICE OVERVIEW Bpm online customer service can be used to handle a large range of tasks. These tasks can be grouped into a number of functional blocks. SINGLE DATABASE OF SERVICE RECIPIENTS Bpm online customer service uses ACCOUNTS and CONTACTS sections to maintain a common database of the company's customers and suppliers, branches and employees. The application can be integrated with social networks, allowing you to populate the contact database with information. The features include duplicates search and merge, folders and advanced analytics tools. The [Accounts] section The [Contacts] section SINGLE POINT OF CONTACT The corporate social network is designed for internal discussion of a company's important matters and for the posting of news. Also, bpm online customer service provides a convenient means for maintaining your work schedule, planning future appointments and tasks. The ACTIVITIES and FEED sections are designed specifically for handling such tasks. The [Activities] section The [Feed] section MANAGING SERVICE CATALOG The SERVICES section is designed as a single catalog of services provided by the service team. Here, you can assign the team, and specify the response and resolution time for handling cases related to the service. The history stored together with the calculated information summary represent the complete view of providing the service. The [Services] section MANAGING CASES Register all service requests, incidents, claims and complaints from customers in the CASES section. Here, you can schedule response and resolution time for each case, monitor the processing, and store any feedback from service recipients. The system allows you to manage communication within a case by sending notifications and customer satisfaction requests. You can use customized analytics for estimating the efficiency of the service team and determining the bottlenecks in the process. The [Cases] section SELF-SERVICE PORTAL In bpm online customer service, users can register cases on the SELF-SERVICE PORTAL without any need to contact the service team by phone or . This reduces the workload of the service team and increases the efficiency of processing the cases. Furthermore, customers can track the resolution progress of the case, chat with the service team, and search for a solution by themselves using the knowledge base. Self-service portal bpm online customer service 6

8 User guide MANAGING KNOWLEDGE The KNOWLEDGE BASE SECTION is the source for solutions. Here you can store answers to frequently asked questions, excerpts from documents, company procedures and other information that may be useful for work. The articles can be supplemented with files or links to web sources, consolidated in folders, and commented on. The [Knowledge base] section 7

9 BPM ONLINE INTERFACE CONTENTS Bpm'online interface overview The command line The communication panel Lists Filters Folders and tags Access rights Section analytics System designer User profile page bpm online customer service 8

10 User guide BPM'ONLINE INTERFACE OVERVIEW The bpm'online interface (Fig. 1) consists of the side panel, the communication panel, the command line and the content of the page that is displayed at the moment. Fig. 1 Bpm online interface THE SIDE PANEL (1) The side panel (or the section panel ) is located in the left part of the screen and is used to navigate through the workplaces and sections. Also, the side panel contains buttons for quick access to the basic system operations. The side panel buttons the Home button contains a list of additional commands: [Main menu] opens the home page. The home page contains the list of all sections of the application, and the links to the system designer and the user profile pages. [Run process] opens the process start window. NOTE Detailed descriptions of the business process automation can be found in the bpm online business process documentation. [Collapse section panel]/[expand section panel] manage the status of the side pane. [Workplace] the list of available workplaces. When you change a workplace, the list of available sections in the side panel will change too. You can edit the list of workplaces and sections. [User profile] opens the user profile page. Read more [Exit] ends the current session. This command opens the login page. 9

11 Bpm'online interface overview opens the process start window. If no process has been set up for this button, clicking it opens a window containing the list of all business processes available in bpm online. If there is at least process set up for this button, clicking it opens a menu containing additional commands: [Run process] the list of main business processes available. [Another process] opens a window with the list of all business processes available in bpm online. NOTE You can set up the process start button in the [Process library]. Detailed descriptions of the [Process library] can be found in the bpm online business process documentation. opens the quick add menu. Select the needed command from the menu to open a new record page in the corresponding section. NOTE The menu structure can be set up using the [Quick add menu setup] lookup., collapses/expands the side panel. The collapsed panel displays action buttons and the icons of the current workplace sections. The expanded panel displays action buttons, section names and the current workplace name. Selecting a workplace Navigation between the user workplaces is done using the menu on the side panel (Fig. 2). To make the menu available, expand the side panel. Fig. 2 Selecting a workplace in the side panel menu THE COMMUNICATION PANEL (2) The communication panel is located on the right side of the screen and is used for making and receiving calls. It is also used for quick access to system notifications for the current user and to the message feeds from other users. Read more THE COMMAND LINE (3) The command line is used to search for records, add new ones, as well as to perform other actions by entering text commands. Read more FOLDER AND FILTER AREA (4) The area is used to extend the settings of data filters, as well as to work with the folders of the sections. bpm online customer service 10

12 User guide THE WORKING AREA (5) Depending on the section and the selected view, the working area displays the list of section records (for example, the contact list in the CONTACTS section), the record page, the analytics tools of the current section, as well as special pages, for example, the calendar in the ACTIVITIES section. SEE ALSO The command line The communication panel Telephony in bpm online Filters Folders and tags System designer 11

13 The command line THE COMMAND LINE Use the bpm online COMMAND LINE (the field labeled What can I do for you? ) to quickly access the frequently used operations, such as customer search, opening a record page or running a business process. Type in which action you need and click GO or press the [Enter] key. For example, enter the command Create Contact to instantly open a new contact page or Run Process to launch the corresponding business process. The command line can recognize several variations of the same command. For example, both the Create Contact and the Add Contact are both valid commands. The command line is similar to the search line of web search engines. If you enter a partial command, the system will offer you a list of several options. For example, if you enter Create A, the system will offer the following options: Create Account and Create Activity. CONTENTS Navigation Searching for records Creating records Running business processes The command line setup NAVIGATION You can use the GO TO SECTION command of the command line to quickly display contents of any folder in any section. For example, while working with the Activities section you can easily open the Customers folder of the Accounts section. To do so, enter the command: Go to section Accounts Customers. When you enter the command, the drop-down list will display commands for opening other folders in that particular section. SEARCHING FOR RECORDS To search for records, enter the SEARCH command in the command line. The drop-down list will display commands that can be used to search for records of various types, such as Search Contact, Search Activity, etc. You can also run a quick search of contacts, accounts or records of the opened section by simply entering the needed text, for example, title of a knowledge base article or a person's name. CREATING RECORDS To create records from the command line, use the ADD command. When you enter it, the drop-down list will display commands for creating records in various sections, such as Add Activity, Add Contact, etc. The name of the new record can also be specified as part of the command. For example, enter Add Contact Jones in order to create a contact whose last name is Jones. As a result, a contact page will be opened containing Jones in the [Contact name] field. bpm online customer service 12

14 User guide RUNNING BUSINESS PROCESSES To start a business process, enter the RUN PROCESS command and the process name in the command line. For example, if there is a New employee registration process set up in the system, enter the Run process New employee registration. NOTE The list of processes available for selection in the command line is defined in the [Process library] section. Managing your business processes is described in a separate book. THE COMMAND LINE SETUP To create new commands for the command line, enter: ADD CUSTOM COMMAND. You can specify the command text (for example, My tasks ), select the key word (for example, Go to section ) and then stipulate additional parameters depending on the selected key word (for example, you can choose the [Activities] section and My tasks folder). Key words represent types of operations that can be performed by the command line. Search for finding records. Go to section for navigating through sections and folders. Add for creating records in system sections. Run process for launching a business process. 13

15 The communication panel THE COMMUNICATION PANEL The COMMUNICATION PANEL (Fig. 3) is located on the right side of the screen. It is used for viewing the system notifications for the current user and the message feeds from the channels that the user is subscribed to. Fig. 3 The communication panel The communicational panel consists of the following tabs: CALL. This is a telephony tool in bpm online. You can make and receive calls directly in the system. . Use the tab to work with your s. On the tab, you can send and receive s, process them and connect them to other objects in the system. Read more FEED. This detail displays the messages of the FEED section. Use the tab to view messages you follow, as well as to add new messages and comments. The functionality of the tab is identical to the functionality of the [Feed] section. NOTIFICATIONS. Shows notifications for all activities, orders and invoices created by you and other users. It also displays system messages, for example, about completed actions in the system. FEED NOTIFICATIONS. This tab displays the notifications related to your publications in the corporate social network, for example, when someone commented on or liked your post in the feed section, or mentioned your name in a message. APPROVALS. This tab displays the list of notifications about invoices, orders and contracts that must be approved. You can create reminders about invoices, and activities for their owners by selecting the [Remind owner] checkbox on the record page and specifying the date/time of the reminder. When working with notifications, you can either open a record for which the notification was created or put off the notification to a later point in time. The number of unprocessed messages is displayed on the notifications panel tab. NEXT IN THIS CHAPTER Handling notifications bpm online customer service 14

16 User guide Creating reminders SEE ALSO Working with s The [Feed] section > The [Feed] view CREATING REMINDERS To create a reminder for yourself or other users about an activity or invoice, do the following: 1. Open the page of the record that you wish to create a reminder for. For example, to create a task reminder, open the corresponding task page. 2. Select the checkbox in the reminder field: a. Select the [Remind owner] checkbox to create a reminder for the user specified in the [Author] field of the activity or the invoice page. b. Select the [Remind author] checkbox to create a reminder for the user specified in the [Author] field of the activity page. 3. Specify the date and time when the reminder should be displayed for the user. 4. Save the record. As a result, at the specified time the reminder will appear on the notifications panel for the user indicated in the [Owner] or [Author] field of the corresponding record. HANDLING NOTIFICATIONS To view the list of pending notifications, click the button on the communication panel. The communication panel will open in the right side of the screen. NOTE The button displays the total number of active notifications for the current user. Handling reminders A notification will appear on the communication panel on the date/time when it is due. The name of a reminder corresponds to the primary field of the record. For example, the Call customer reminder will be created for the Call customer task. The record type (for example, Activity ) is also specified in notifications. To view the page of the record for which the reminder was created, click its caption. Use the actions menu (Fig. 4) to cancel or reschedule the reminder for later. Canceled and rescheduled reminders are no longer shown on the communication panel. 15

17 The communication panel Fig. 4 Notification actions menu Use the [Postpone all] menu or the [Cancel all] button to postpone or cancel all active reminders. Handling approval notifications Information about objects that require your approval is displayed on the [Approvals] tab. The name of the notification corresponds to the number of the contract, invoice or order that must be approved. To view the record page, click the caption. Notifications also display the date of submitting for approval. Use the approvals actions menu to (Fig. 5) to specify the result of approval or to change the approver. Fig. 5 Approvals actions menu [Approve] sets positive result of approval. [Reject] use this action if the contract, invoice or order needs to be improved. NOTE When approval or rejection is received, a pop-up window will open where you can enter your comments to the approval, for example, to specify the rejection reason. The comment will be displayed in the corresponding field of the approval page. [Change approver] use this action to assign a different user as the approver. The action opens the window where you can choose the required user or user group. Changing approver is only available for those approvals that have the [Delegation permitted] checkbox selected on the approval information page. NOTE You can also process an approval using the [Approvals] tab on the page of the required contract, invoice or order. The approval process is described in a separate chapter. bpm online customer service 16

18 User guide WORKING WITH FEED NOTIFICATIONS The FEED NOTIFICATIONS tab informs you when your name is mentioned and when there is a feedback from other users in relation to your message or comment in the feed section. This tab displays the following notifications: Someone commented on your message in the feed section. Someone mentioned you in a message or in a comment. Someone liked your post or a comment by clicking the [Like] button. The notification text displays the message that received feedback. Unread notifications are visually emphasized. Click a notification to mark it as read. As a result, the visual emphasis will be removed. NOTE If a feed post is too long, the notification will only display a part of it. 17

19 Lists LISTS Data in the system sections as well as on some page details (for example, on the ACTIVITIES detail of the account page) is displayed as a list. A LIST contains records, and each record contains a field group. In this view, the s and web addresses are displayed as links. Clicking a web address opens a window containing the specified web page. Clicking an address opens a window where you can create a new message using the default mail client. Some other values in the system are also displayed as links to allow quick switching between the records. For example, the value in [Owner] field of the ACTIVITIES section is displayed as link to allow you to switch from the activities list to the activity's owner page. LIST VIEWS There are two basic views a section can be displayed in. The list view (Fig. 6) displays records in the form of a simple table. Every object field has a corresponding column. Fig. 6 The list view In the tile view (Fig. 7), fields can be displayed in several rows for each record. bpm online customer service 18

20 User guide Fig. 7 The tile view You can choose between the list view and the tile view while setting up the list. When a record page opens the list is displayed in the additional vertical view (Fig. 8). In this view, the list data is displayed in a column. Each field of the record corresponds to a certain line in the vertical view. When you toggle between records in the vertical view, the right side of the page displays the detailed information about the selected record. Fig. 8 The vertical view THE EDITABLE LIST In bpm online you can edit records directly in the list without opening the corresponding pages. The editable list (Fig. 9) is used for fast and frequently changing objects, for example, records on the [Products] detail in the [Documents] section. 19

21 Lists Fig. 9 The editable list Adding a record 1. Create a new record on the detail. An additional string will appear in the editable list. Fill in the values. 2. Click the area where the needed field is, and enter the value (Fig. 10). Fig. 10 Filling in the field NOTE An editable field is underlined by a dotted line. 3. To fill in the next field of the record, press the [Tab] key or click the area where the needed field is. Use the [Space] key, if you want to select or remove the checkbox. 4. When all needed fields are filled in, save the record using the [Ctrl]+[Enter] key combination or by clicking the button. NOTE If all requested fields of the record are filled in, the record will be saved automatically after clicking outside of the string area. Canceling changes To correct a mistake made when editing a record, cancel the changes by pressing the [Esc] key or by clicking the button. As a result, all unsaved changes will be canceled. When adding a new record, click the button ([Esc] key) to delete the record. Deleting records To delete a record, use the button. When deleting a previously saved record, the system will display an additional confirmation message. If the record is not saved yet, the notification about the deletion option will not be displayed. bpm online customer service 20

22 User guide LIST SETUP You can customize the appearance of a list, its field group and the data sorting parameters. You can also bring up the summary information for displayed records. To set up lists, use the [View] menu (Fig. 11). Fig. 11 The list setup menu Menu commands: [Sort by] sorts the list records by the selected column data. [Set up summaries] sets up how the summaries are displayed: the number of records, amount, average, maximum or minimum value by the data in the selected columns; [Set up columns] sets up the list of displayed columns, changes their order and appearance. LATER IN THIS CHAPTER Sorting records in a list Setting up summaries by columns Setting up columns SEE ALSO Filters Folders and tags SORTING RECORDS IN A LIST For convenience, the section records can be sorted by the values in the selected column in ascending or descending order. To sort records, select the [Sort by] command in the [View] menu. The columns displayed on the section page are listed in the submenu. The sorting order (ascending or descending) is indicated next to the name of the column by which sorting is done. For example, all records of the ACTIVITIES section can be sorted by the values in the [Due] column in descending order (Fig. 12). 21

23 Lists Fig. 12 Data sorting To sort records by column, select the [Sort by] command in the [View] menu. Then select the needed column. Selecting the column repeatedly changes the sort order. To display the needed column in the menu, set up the section list. In the list view you can quickly sort records by clicking the column caption (Fig. 13). Fig. 13 Quick data sorting in the list view NOTE Bpm online automatically saves sorting parameters for each user individually. To return to the default sorting parameters, click the [Restore default settings] button in the user profile. In this case, all custom settings including sorting parameters will be discarded in all system sections. SEE ALSO Setting up columns User profile page SETTING UP SUMMARIES BY COLUMNS Set up the summaries to display the summary information based on the data in the section columns. Select the [Set up summaries] command in the [View] menu to manage summaries (Fig. 14). bpm online customer service 22

24 User guide Fig. 14 The [Set up summaries] command The set up summaries will be displayed in the top right part of the section area (Fig. 15). Fig. 15 Summaries area in a section Summaries are used to calculate: the total number of records (available for all columns). For example, you can calculate the number of the registered customers in the CONTACTS section. the minimum or maximum value in a column (available for numeric columns, date/time columns). For example, in the ACCOUNTS section, you can find out the last date that a new company was added. The sum or the average value in a column (for numeric columns only). For example, in the ACTIVITIES section, you can display the average activity duration. If the section records are filtered (for example, a folder is selected, or one or more filters are applied), then summaries will be calculated only for the filtered records. For example, if you want to calculate the number of customers from New York, set the corresponding filter and display summaries (Fig. 16). Fig. 16 Display of summaries for filtered records 23

25 Lists CALCULATING THE NUMBER OF RECORDS IN A SECTION To display the key value, click the [Show] button. 1. Open the needed system section. 2. In the [View] menu, select the [Set up summaries] command.(fig. 14). 3. Select the [Display number of records] checkbox on the opened page (Fig. 17). Fig. 17 The [Display number of records] checkbox 4. Click the [Save] button to save the user settings. As a result, the total number of system records will be displayed in the summary area. CALCULATING SUMMARY AMOUNT BY A NUMERIC COLUMN Described below is the procedure of setting up summaries by column values, using the average activity duration value as an example. To do this: 1. Open the needed section, for example, the ACTIVITIES section. 2. In the [View] menu, select the [Set up summaries] command.(fig. 14). 3. On the opened page, click the [Add] button. 4. In the list, select the numeric column the summaries should be displayed by, for example, Duration (minutes). Click the [Select] button (Fig. 18). Fig. 18 Selecting a column NOTE To select a column of a subordinate object, click the object from the list. button and select the needed subordinate 5. On the summary setup page, specify the display parameters for the summary information: a. Select the function from the list for calculating data, for example, Average. b. Enter the caption that will be displayed in the summary area, for example, Average duration (minutes), and click the button. c. Click the [Save] button to save the user settings (Fig. 19). As a result, the average activity duration will be displayed in the summary area of the ACTIVITIES section. bpm online customer service 24

26 User guide Fig. 19 Setting up summaries by column values of an object To view summaries for specific records, apply a filter or select a folder. For example, you can specify the owner, activity category and the required period of time. REMOVING THE SUMMARY INFORMATION To remove summaries from the page, click the (Fig. 20). Fig. 20 Removing the summary information button next to the record in the summary area SEE ALSO Filters Folders and tags SETTING UP COLUMNS You can select the columns that will be displayed in the list, as well as set up their width, sequence, and appearance. All lists can be set up individually for each system user. You can display the columns of current and connected objects. For example, you can display the [Primary contact] column, as well as the [Job title] column connected to the [Primary contact] column for the Account object. Similarly, you can display the [Account] column, as well as the [Job title] column of the Account object for the Activity object. Also, the list can display aggregate columns that show the summary information about the subordinate objects. For example, for the Account object, you can calculate the number of activities by account; for the Contact object, you can display the date of the last call by customer, etc. NOTE Objects that contain fields with the current object specified are called subordinate objects or objects with reverse connection. The name of the connected column is generated in the format Object.Column, for example, Primary contact.job title or Account.City. The name of the aggregate column is generated in the format Function(Object (the way it is connected)).column. For example, to see the date of the last activity registered for a contact, display the following column in the list: Maximum(Activity(by column Contact)).End date. The column caption that is displayed in the list can be customized. 25

27 Lists CONTENTS Setting up columns in the tile view list Adding the current object column Adding an aggregate column in the list SETTING UP COLUMNS IN THE TILE VIEW LIST Select the [Set up columns] command in the [View] menu to open the columns setup page (Fig. 21). Fig. 21 The columns setup window The columns setup area consists of cells that can be filled in with the needed columns. The cells in the tile view can consist of several rows, and the cells in the list view can consist of only one row. Use the [+] and [-] buttons to manage the width of columns. You can widen a column only if there is a free cell next to it. To move a column, select it and then drag it to an empty cell holding the left mouse button. To hide a column, select it and then click the [Delete] button. If there are no columns in the row after the column has been removed, then the row will be hidden. To add a new column, click the button. If you add a column in the lowest row of the tile list, then additional empty row will be added below. To set up the display parameters for a column, select it and then click the [Set up] button. In the tile view, you can change or hide column captions, specify functions and filters for calculating aggregate columns, as well as select the caption style. To save changes, click the [Save] button. The changes will be saved for the current user. If the column settings must be saved for all users, select the [Save for all users] command from the [Save] button menu. NOTE To remove custom column settings in all sections, click the [Restore default settings] button in the user profile. bpm online customer service 26

28 User guide ADDING THE CURRENT OBJECT COLUMN Described below is the procedure for adding current object columns to the list. For example, to display the [City] and [Department] columns in the CONTACTS section: 1. Open the CONTACTS section. 2. In the [View] menu, select the [Set up columns] command. 3. On the column edit page, click the button. 4. Select the column to be displayed, for example, City. Click the [Select] button (Fig. 22). Fig. 22 Selecting a column to be displayed 5. In the column settings area, select the added column and widen it by clicking the [+] button (Fig. 23). Fig. 23 Widening a column 6. Use the same procedure to add the [Department] column. Click the [Save] button. As a result, the selected columns will be displayed in the CONTACTS section list (Fig. 24). 27

29 Lists Fig. 24 Setting up columns in the [Contacts] section ADDING AN AGGREGATE COLUMN IN THE LIST You can display aggregate (calculated) columns of the connected objects. For example, you can get the summary information about the Account object by the connected Activity object. To display the number of activities connected to each account in the ACCOUNTS section: 1. Open the ACCOUNTS section. 2. In the [View] menu, select the [Set up columns] command. 3. On the column setup page, click the button. 4. In the opened column selection dialog window: a. Click the button near the object name. b. In the added field, select the object with the reverse connection, for example, Activity (by column Account). c. In the [Column] field, specify the column of the connected object, for example, Quantity. d. Click the [Select] button (Fig. 25). Fig. 25 Selecting an aggregate column 5. On the opened page, specify the display and filter parameters for the selected column (Fig. 26). bpm online customer service 28

30 User guide Fig. 26 The column setup page a. Enter the caption for the column to be displayed, for example, Number of activities. b. In the [Column appearance] field, select the text size for the column caption. For example, if you need to display the caption in upper-case, select the Title format. c. Specify the filter for data aggregating, if necessary. For example, to display only those activities that are connected to the specified owner, apply filtering by the [Owner] field. 6. Click the [Save] button on the column setup page. 7. Save the column setup parameters. As a result, the accounts list will display the number of activities of the current user for each account. NOTE The [Format] detail is available in the tile view only. 29

31 Filters FILTERS You can filter records in the list for sections and details in bpm online. The following tools can be used to search and filter records in sections: Quick filter; Standard filter; Advanced filter. To filter records on the details, a standard filter is used. Controls for managing filters are located in the upper part of the section page or directly on the detail (Fig. 27). Fig. 27 Filter area To manage standard and advanced filters in sections, use the [Filter] menu. To change the parameters of the applied filter either for the section or for the detail, click the filter and edit the needed fields in the filter area. To remove a filter, click the button in its right part (Fig. 28). Fig. 28 Canceling one filter NOTE The [Filter] menu is also used to manage folders. If some folders have been marked as favorite, their list will be displayed in the [Filter] menu. More information about the working with folders can be found in a separate chapter. LATER IN THIS CHAPTER Quick filter Standard filter Advanced filter SEE ALSO Lists Folders and tags QUICK FILTER Certain sections in bpm online have quick filters. Use a QUICK FILTER to filter data by the most frequently used conditions (Fig. 29). Fig. 29 Using the quick filter For example, the [Activities] section contains a quick filter as it is needed to analyze employee's activity during a specified period of time. By default, quick filters are enabled. Quick filter parameters may vary depending on the section. bpm online customer service 30

32 User guide CONTENTS Filtering by time period Filtering by owner FILTERING BY TIME PERIOD You can filter records by time period, for example, to display the activities for the current or previous week. There are three quick filter presets: show records for the current day; show records for the current week; You can select a standard period, for example, Yesterday, Current week, Next week, Previous month, and so on. You can also set a custom period by specifying its start and end dates using the built-in calendar. NOTE Previous, current and next week are considered to be a calendar period. For example, if the previous month was December, then when you select the Previous month period in the [Activities] section, the activities will be displayed for the period of time between 1st and 31st of December. NOTE Use the advanced filter to display records by quarter, half year or other custom periods in the list. To set up custom filter period, select the start and end date of the period using the built-in calendar. You can open the calendar by clicking the start or end date of the period (Fig. 30). Fig. 30 Opening the calendar filter FILTERING BY OWNER Apply a filter by owner, for example, to display activities by one or more employees. To view data by a certain owner, select the user's name in the filter menu. To view data about several owners, select the [Add owner] option from the menu and specify the user in the opened window. To cancel a filter by owner, select the [Clear] option from the filter menu. 31

33 Filters SEE ALSO Standard filter Advanced filter STANDARD FILTER The STANDARD FILTER is used to search for records either in the section or on the details by the values specified in one or more columns. For example, to search for all companies of a specified type or activities that have a specified status and priority. CONTENTS Applying a standard filter for the section Applying multiple standard filters for the section Applying a standard filter for the detail Applying multiple standard filters for the detail Removing the filter panel from the detail APPLYING A STANDARD FILTER FOR THE SECTION 1. From the [Filter] menu, select the [Add condition] option (Fig. 31). Fig. 31 Adding standard filter conditions for the section 2. In the appeared fields, specify a filter condition. Select a column which you want to search records by and specify the column value (fully or partially). To apply the filter conditions, click the button (Fig. 32). Fig. 32 Applying standard filter conditions for the section As a result, the section list will display the records that match the applied filter condition. APPLYING MULTIPLE STANDARD FILTERS FOR THE SECTION You can apply more than one standard filter in a section. To add more filters, select the [Add condition] option from the [Filter] menu once again and specify a filter condition. Once several standard filters are applied, the list will contain only those records that match all filter conditions. APPLYING A STANDARD FILTER FOR THE DETAIL 1. Select the [Apply filter] option from the menu (Fig. 33). bpm online customer service 32

34 User guide Fig. 33 Adding standard filter conditions for the detail 2. In the appeared fields, specify a filter condition. Select a column which you want to search records by and specify the column value (fully or partially). To apply the filter conditions, click the button (Fig. 34). Fig. 34 Applying standard filter conditions for the detail As a result, the detail list will display the records that match the applied filter condition. NOTE Applying filter condition is possible only for the details containing the list. APPLYING MULTIPLE STANDARD FILTERS FOR THE DETAIL You can apply more than one standard filter for the detail. To add more filters, click the button and specify a filter condition. Once several standard filters are applied, the detail will contain only those records that match all filter conditions. REMOVING THE FILTER PANEL FROM THE DETAIL The filter panel will be automatically hidden after the page update. To hide the filter panel manually, select the [Hide filter] option in the menu (Fig. 35). Fig. 35 Hiding filter panel on the detail ATTENTION This action is available if no other filter conditions are applied. NOTE You can expand and collapse the detail by using the button preserving the filter conditions. 33

35 Filters SEE ALSO Quick filter Advanced filter ADVANCED FILTER If you need to apply more complex filter that may contain several search parameters and conditions, use the ADVANCED FILTER. For example, you can use it in the [Activities] section to display all meetings related to new customers. To apply the advanced filter, select the [Switch to extended mode] option from the [Filter] menu (Fig. 36). Fig. 36 Switching to the extended filter mode CONTENTS Applying an advanced filter by object columns Applying an advanced filter by connected object column Applying the advanced filter with grouping filter conditions Applying an aggregate filter Applying filter by time period APPLYING AN ADVANCED FILTER BY OBJECT COLUMNS You can apply filter by one of the current section columns (for example, you can filter activities by the [End date] column of the Activity section or contacts by the [Job Title] column of the Contact section). For example, to filter uncompleted activities that were changed within the last two weeks in the [Activities] section: 1. Open the [Activities] section. From the [Filter] menu, select the [Switch to extended mode] option (Fig. 36). 2. In the filter setup area, click the <Add condition> link. 3. In the opened window, select the needed column from the [Column] drop-down list, for example, [Status], and click the [Select] button (Fig. 37). bpm online customer service 34

36 User guide Fig. 37 Selecting a column for the advanced filter 4. On the filter page, select the needed parameters: a. Select the condition type by clicking its symbol, for example, =. b. Click the <?> link. On the opened window, specify the values for the selected column, for example, Not started and In progress. Click the [Select] button (Fig. 38). Fig. 38 Selecting a value for a column 5. Similarly, add the remaining conditions. For example, specify the threshold dates for the records that were modified. 6. Specify the logical operator for the added conditions, for example, AND, by clicking it (Fig. 39). Fig. 39 Selecting a logical operator 35

37 Filters NOTE The AND logical operator is applied if the record must match all conditions in the group. Apply the OR logical operator if the record must match at least one of the conditions in the group. NOTE By default, the filter area contains one empty root group with the logical operator AND. 7. Click the [Save] button. As a result, only uncompleted activities that were changed within the specified period will be displayed in the [Activities] section. APPLYING AN ADVANCED FILTER BY CONNECTED OBJECT COLUMN You can filter records by the columns of the current record and by the columns of the objects connected to it. Another example, activities can be filtered by the category of the connected account (the [Type] column of the [Accounts] section). For example, to filter activities in the [Activities] section by a certain type of company: 1. Open the [Activities] section. From the [Filter] menu, select the [Switch to extended mode] option (Fig. 36). 2. Click the <Add condition> link. 3. On the opened column selection page: a. Click the button next to the object name. b. In the added field, select the connected object, for example, Account. c. In the [Column] field, specify the column of the connected object, for example, Category. d. Click the [Select] button (Fig. 40). Fig. 40 Selecting a column of the connected object 4. On the filter setup area, select the needed parameters: a. Click the symbol of filter condition to change its type. By default, the = condition is indicated. b. Click the <?> link. In the opened window, select the needed value for the selected column, for example, Category = VIP. Click the [Select] button. 5. Click the [Save] button (Fig. 41). bpm online customer service 36

38 User guide Fig. 41 Applying filter conditions As a result, only activities that are connected to accounts of "VIP" category will be displayed in the section list. APPLYING THE ADVANCED FILTER WITH GROUPING FILTER CONDITIONS You can create advanced filters with several logical operators. For example, you can display all customer accounts who reside in New York, and those that have no city specified: 1. Open the ACCOUNTS section. From the [Filter] menu, select the [Switch to extended mode] option (Fig. 36). 2. To apply the Type = Customer condition: a. Click the <Add condition> link. b. In the opened window, select the account column, for example, Type. Click the [Select] button. c. In the filter setup area, click the <?> link. In the opened window, select the needed value for the selected column, for example, Category = VIP. Click the [Select] button. 3. Add the City = New York condition in the same manner. 4. To apply the City is not filled in condition: a. Click the <Add condition> link. b. In the opened window, select the City column. Click the [Select] button. c. In the filter setup area, click the condition type and select the is not filled in condition from the menu. 5. Group the needed conditions and set a different logical operator for them: a. Holding down the Ctrl key, select those conditions that should be grouped (Fig. 42). Fig. 42 Selecting filter conditions to be grouped b. From the [Actions] menu, select the [Group] option (Fig. 43). 37

39 Filters Fig. 43 Grouping filter conditions As a result, the selected conditions will be combined in a separate group. c. Set AND as the logical operator of the root group and OR as the logical operator for the newly created group by clicking the operator name (Fig. 44). Fig. 44 Setting a logical operator for the group of filter conditions 6. Click the [Apply] button. As a result, only the accounts of the Customer type for which the New York value or no value is specified in the [City] field will be displayed in the section. APPLYING AN AGGREGATE FILTER The aggregate filter allows to filter object records by the connected records in objects with the reverse connection. The following filter conditions can be applied in the aggregate filter: COUNT a certain number of the connected records exists in the object with the reverse connection for the filtered records. For example, you can filter employees that are specified in the [Owner] field for five or more accounts. NOTE Information about your company employees is contained in the CONTACTS section. bpm online customer service 38

40 User guide MAXIMUM / MINIMUM for the filtered records, the object with the reverse connection contains records with a specific maximum (minimum) value in the numeric or the date column. For example, you can select employees whose last task was completed last week. SUM, AVERAGE for the filtered records, the object with the reverse connection contains the connected records with the particular sum of values or the average value in the numeric column. For example, you can filter employees whose average task duration is greater than two hours. Applying the aggregate filter is identical to applying the filter by connected object columns. For example, you need to obtain a list of employees that are owners for the accounts of the Customer type. Applying the following aggregate filter will help you compile this list: 1. Open the section whose records must be filtered, for example, CONTACTS. From the [Filter] menu, select the [Switch to extended mode] option (Fig. 36). 2. Click the <Add condition> link. 3. In the opened column selection window (Fig. 45): Fig. 45 Setting up a reverse connection object column in the aggregate filter a. Click the button next to the object name. b. In the added field, select the object with the reverse connection. For example, to apply an aggregate filter by the [Owner] column of the [Accounts] section, select Account (by column Owner). c. In the [Column] field, specify the column of the object with the reverse connection, for example, Quantity. d. Click the [Select] button. 4. In the filter setup area (Fig. 46): a. Select the filter conditions. In this case, the condition is Quantity > 0. b. Apply the necessary additional conditions: For example, if you need to display only those contacts that are owners for accounts of the Customer type, add this condition to the filter. 39

41 Filters Fig. 46 Applying filter conditions for an aggregate filter 5. Click the [Apply] button. As a result, the employee record will be displayed in the CONTACTS section, only if there is an account for which this contact is specified in the [Owner] field. SEE ALSO Quick filter Standard filter APPLYING FILTER BY TIME PERIOD To display data related to a certain period of time, specify this period in the filter conditions. For example, you can view the activities that occurred during your business trip three weeks ago. To do this: 1. Open the needed section, for example, the [Activities] section. 2. From the [Filter] menu, select the [Switch to extended mode] option (Fig. 47). Fig. 47 Switching to the extended filter mode 3. When the filter area opens, select the beginning of the period you want to display records for. To do this: a. Click the <Add condition> link (Fig. 48). In the opened window, select the needed date column, for example, "Start", to sort activities by the start date. bpm online customer service 40

42 User guide Fig. 48 Adding column to filter condition b. Select the logical operator next to the added column (Fig. 49), for example, (greater than or equal to), to set this period as the filter start date. Fig. 49 Selecting filter condition type c. From the <?> link menu, select the [Specify exact date] option (Fig. 50). Fig. 50 Specifying the exact date of filter period 41

43 Filters d. In the opened window, click the button to open the built-in filter calendar, and select the needed date (Fig. 51). Fig. 51 Built-in filter calendar 4. Similarly specify the filter end date. a. Add the Start column to the filter condition to sort activities by the start date. b. Then select the (less than or equal to) condition type. c. Select the date from the built-in calendar. 5. Make sure that the AND logic operator is set for the added filter conditions. 6. Apply the filter by clicking the corresponding button. Fig. 52 Applying filter As a result, only activities that started within the specified period will be displayed in the [Activities] section. Standard filter periods To facilitate working with filters, use standard filter periods. For example, you can easily display records for the previous, current or next week. bpm online customer service 42

44 User guide Standard periods are available in the <?> link menu of the filter condition (Fig. 53). Fig. 53 Selecting standard filter period HOUR The menu includes options that allow you to display records for the previous, current or next hour. In addition, you can display records for a certain number of previous or next hours. Also you can set the exact time to the minute as a filter value. To do that, select the [Exact time <?>] option and enter the needed time value in the following format H:MM, for example, 2:43 PM. Also, you can select a standard time value from the drop-down list. To define the number of previous or next hours, select the [Previous hours <?>] or [Following hours <?>] option respectively. Enter the needed number in the appeared field. Only integer numbers are acceptable. Please, note that the previous, current or following hour is not an hour from the current moment, but a full hour starting from the 1st till the 60th minute, for example, from 9:00 till 9:59 inclusive. So if the current time is 2:34, the following hour is the period from 3:00 till 3:59 inclusive, not from 2:34 till 3:33. DAY The menu consists of options that allow you to display records for the previous, current or next day. In addition, you can display records for a certain number of previous or next days. You can also use a specific day of the month or week as a filter value. To set a specific day of the month as a filter value, select the [Day of the month <?>] option and enter the needed date in the appeared string. To set a specific day of the week as a filter value, click [Day] > [Day of the week <?>] and select the needed day, for example, Tu or We. WEEK The menu includes options that allow you to display records for the previous, current or next week. Previous, current or next week is a calendar period from Monday till Sunday. It is not a 7-day period starting from the current day. For example, if today is Wednesday, the next week is the period from next Monday till Sunday, not the following 7 days from the current day. MONTH 43

45 Filters The menu includes options that allow you to display records for the previous, current or next month. You can also use a specific month as a filter value. To set a specific month as a filter value, click [Month] > [Month <?>] and select the value, for example, December. Please, note that the previous, current or next month is a calendar period. For example, if the previous month was December, then when you select the Previous month period, the records for the period from December, 1st till December, 31st will be displayed. QUARTER The menu includes options that allow you to display records for the previous, current or next quarter. The previous, current or next quarter is a 3-month period: The 1st quarter includes the 1st, 2nd and 3rd months of the year (January, February, March), the 2nd quarter includes the next three months (April, May, June) and so on. For example, if it's August, the next quarter is the period that includes October, November and December (the 4th quarter). HALF-YEAR The menu includes options that allow you to display records for the previous, current or next half-year. Previous, current or next half-year is a 6-month period: The period from January to June is considered the 1st half-year. The 2nd half-year is the period from the July to December. For example, if it's August (included in the 2nd half-year), then the next half-year is the time period from January to June of the next year. YEAR The menu includes options that allow you to display records for the previous, current or next year. You can also use a specific year as a filter value. Previous, current and next year is a calendar period. For example, if it's August, 2014, the next year is the period from January to December of 2015 inclusive. It's not a 12-month period starting from August, SEE ALSO Quick filter Standard filter bpm online customer service 44

46 User guide FOLDERS AND TAGS Use folders and tags to better segment your records within sections. Use tags to segment your records manually. For example, in the [Knowledge base] section, you can use tags to search articles by keywords. Another example, in the [Contacts] section, you can use tags to mark your VIP customers or form a blacklist of customers, as you can tag each record individually. If you filter section records by tag, only the records containing the selected tag will be displayed. Use folders to segment your records as per filter conditions. For example, in the [Contacts] section, you can create a New customers folder that will filter records by the contact type ( Customer ) and the record date ( Current month ). If you select a folder within a section, only the records that match folder filter conditions will be displayed. You can add your most frequently used folders in favorites. Any section record can be included in several folders and can have several tags at the same time. CONTENTS Working with tags Working with folders WORKING WITH TAGS Records are tagged manually. You can tag a record directly from the record page. Use the section filter area to filter the records by tags. Bpm online customer service uses individual tag lists for each section. The following types of tags are used in bpm online customer service: Private tags that are only visible and accessible to user who created them. Any user can create any number of private tags. Private tags are not visible for managers and system administrators. Private tags in bpm online customer service are marked green. Corporate tags that are visible for all the company employees. Any employee can add or remove a corporate tag. Corporate tags can be created by all employees/roles that are permitted to perform the Corporate tags management operation. Corporate tags in bpm online customer service are marked blue. Public tags that are visible for all the company employees and for the self-service portal users. Any employee can add or remove a public tag. Public tags can be created by all employees/roles that are permitted to perform the Public tags management operation. Public tags in bpm online customer service are marked red. NOTE By default, the permission to create public and corporate tags is only granted to the System administrators role. CONTENTS How to create a tag How to tag a record How to remove a tag How to filter section records by tags HOW TO CREATE A TAG 1. Open a record that you want to tag, for example, a contact page, and click the button. 45

47 Folders and tags 2. In the opened window, enter the name of your new tag. The drop-down menu will display the tag types that you have the rights to create. Select the necessary tag type, for example, corporate (Fig. 54). Fig. 54 Creating a tag As a result, your new tag will be created in bpm online customer service. This tag will also be added to the selected section record. NOTE When creating a tag, use the [+] button in the window or the Down, Up and Enter keys. NOTE If the combination of the type and the name of your new tag already exists in the system, your tag will not be created. In such case, select the existing tag. HOW TO TAG A RECORD 1. Open a record that you want to tag, for example, a contact page, and click the button. 2. In the opened window, start entering the name of the existing tag that you want to add to the selected record. The drop-down list will show the tag search results. Select your tag (Fig. 55). Fig. 55 Tagging a record As a result, the selected contact will be tagged. NOTE To view the full list of tags, press the Down key while the cursor is in the window string. bpm online customer service 46

48 User guide HOW TO REMOVE A TAG 1. Open a record that you want to remove a tag from, for example, a contact page, and click the button. 2. In the opened window, select your tag and click the cross image next to the tag (Fig. 56). The tag will be removed from the section record. Removing the tag from the record will not result in removing it from the tag list. Fig. 56 Removing a tag HOW TO FILTER SECTION RECORDS BY TAGS In the filter area, click the button. Place the cursor in the opened window and select your tag from the list (Fig. 57). You can also enter the tag name manually. Fig. 57 Selecting a tag to filter section records As a result, the section records will be filtered by the selected tag. WORKING WITH FOLDERS Records cannot be manually included in or excluded from folders. A record will be included in a folder if such record meets the folder filter conditions. If that record does not meet the folder filter conditions any more, it will automatically be excluded from that folder. For example, your Competitors folder filters the records by the account type ( Competitors ). Thus, the companies for which the Competitor value is specified will be automatically included in the folder. If the company type changes, the record will automatically be excluded from that folder. The folders can have any structural hierarchy and contain both parent and child folders. The folder structure does not affect the contents of the folders. For example, if a record is included in one of the subordinate folders, it does not necessarily mean it is included in the parent folder. You can create the necessary folder structure and specify the your own rules for the folder contents. Deleting a folder will not result in deleting the records contained in it. CONTENTS How to create a folder 47

49 Folders and tags How to manage favorite folders HOW TO CREATE A FOLDER 1. In the [Filter] menu, select the [Show folders] option. Fig Click the [Add folder] button. 3. Enter the folder name and click the [OK] button in the opened page. 4. Select the created folder, click the button and select the [Set up filter] option (Fig. 59). Fig. 59 Opening the filter of the folder 5. Set the needed filter conditions and click the [Save] button (Fig. 60). bpm online customer service 48

50 User guide Fig. 60 Saving a folder filter The functionality of the [Filter] block is identical to that of the advanced filter. HOW TO MANAGE FAVORITE FOLDERS You can add the most frequently used folders to the list of favorites. To add a folder to favorites, select it and click the button (Fig. 61). Fig. 61 Adding a folder to favorites All added folders are displayed as subordinate to the Favorite folder in the folder area. In addition, the favorite folders become available in the [Filter] menu (Fig. 62). 49

51 Folders and tags Fig. 62 Selecting the favorite folder from the [Filter] menu bpm online customer service 50

52 User guide WORKING WITH S Supplement the history of your interactions with customers by uploading your s into bpm online. The s that you receive will be automatically connected to other objects in the system. You can create and manage s directly in bpm online. Also, the system allows you to run business processes by . ATTENTION! To receive and send s in bpm online, you need to set up the provider connection parameters, register a new account and set up the synchronization with the mailbox. If your company uses the provider that is integrated by the IMAP/SMTP protocol, for example, GMail, Yahoo, Yandex, you will need to set up the integration with the mailbox by the IMAP/SMTP protocol. If you use the MS Outlook service, set up the integration with MS Exchange. Open the s area by clicking the button on the communication panel. CONTENTS How to create an How to upload s to bpm online How to process s How to run a business process by How the fields of uploaded s are filled in How to set up rules for connecting s to other system objects HOW TO CREATE AN 1. Click the button on the communication panel. 2. To create an , click the button. 3. On the page, fill in the required fields: a. In the [From] field, select the address to send the from. b. Select the recipient's in the [To] field. c. If necessary, click the [Cc] and [Bcc] buttons to display the [Carbon copy] and [Blind carbon copy] fields. d. Specify the subject of the message. e. Enter the body of the Go to the [General information] tab. a. Use the [Start] and [Due] fields to denote the time spent on preparing the . b. If the is connected to other objects in the system, for example, it contains a document for an opportunity, specify the corresponding record on the [Connected to] fields group. 5. To add an attachment, go to the [Attachments] tab of the page: a. Click the [Add file] button. b. In the opened window, select the file to attach. 51

53 Working with s NOTE By default, the maximum size of an attachment is 10 MB. You can change this value in the Max file size system setting. 6. To send the , click the [Send] button. As a result, the will be sent from the account specified in the [From] field to the addresses specified in the [To], [Cc] and [Bcc] fields. The sending status will be changed to Completed. SEE ALSO How to upload s to bpm online HOW TO UPLOAD S TO BPM ONLINE 7. Click the button on the communication panel. 8. From the menu, select the [Synchronize ] option (Fig. 63). Fig. 63 Synchronizing As a result, the system will contain the s from all the folders of your account that have been previously set up for synchronization. If the uploaded message contains attachments, then these attachments will be automatically added to the [Files] detail of the [Attachments] tab. NOTE You can set up periodic synchronization on the account synchronization setup page. SEE ALSO How to process s How the fields of uploaded s are filled in HOW TO PROCESS S An is considered processed if either the [Account] or [Contact] is specified and at least one of the connection fields, for example, [Opportunity] or [Contract], is filled in. When uploaded, the s are processed automatically according to the rules of connecting s to other system objects. For example, if the subject of the contains an invoice number, this will be automatically connected to the corresponding invoice in the system. Read more NOTE An is considered processed if the [Needs processing] checkbox on the page is cleared. The checkbox is selected/cleared automatically when uploading/sending s. bpm online customer service 52

54 User guide The s that haven't been processed automatically require manual processing: 1. Click the button on the communication panel. 2. From the menu, select the [Show all unprocessed s] option (Fig. 64). Fig. 64 Selecting the [Show all unprocessed s] option 3. Select the to be processed (Fig. 65). Fig. 65 An unprocessed 4. To connect an to a system object, click the button and select the needed object, for example, Order, from the displayed menu (Fig. 66). 53

55 Working with s Fig. 66 Selecting the connection field 5. Fill in the displayed lookup field. For example, select the needed order from the lookup (Fig. 67). Fig. 67 Connecting an to an order 6. Similarly, connect the to other system objects. NOTE You can connect the to other system objects on the [General information] tab of the page. To open the page, click its subject. 7. After you complete connecting the to other system objects, click the [Mark as processed] button. As a result, this will no longer be displayed in the list of unprocessed s and the [Needs processing] checkbox on its page will be cleared. To display the list of processed s, select the [Show all processed s] option from the menu. SEE ALSO How to upload s to bpm online How the fields of uploaded s are filled in How to set up rules for connecting s to other system objects HOW TO RUN A BUSINESS PROCESS BY You can set up the list of business processes involved in the management. For example, if a customer expresses interest in your products in his , a new lead has to be created, if the contains a request or a question, the system has to register a case. NOTE Detailed descriptions of the business process automation can be found in the bpm online business process documentation. To run a business process by bpm online customer service 54

56 User guide 1. Click the button on the communication panel. 2. Select the letter that needs processing. 3. From the menu, select the process to run by the current (Fig. 68). Fig. 68 Runing a process by As a result, the selected will run the corresponding business process. NOTE To display the business process in the menu of the , specify the Process tag in the business process parameters. The tag that defines the list of business processes available for selection is specified in the processes tag system setting. SEE ALSO How to process s HOW THE FIELDS OF UPLOADED S ARE FILLED IN When you upload an , bpm online automatically performs initial processing. 1. The [From] field value is associated with the communication options of contacts and accounts registered in the system. If the match is found, the [Account] and [Contact] fields on the page will be automatically filled in. 2. If no match is found, the system analyzes the values in the [To], [Cc] and [Bcc] fields. Then, if the match is found, the [Account] and [Contact] fields on the page will be automatically filled in. NOTE When associating the [To], [Cc] and [Bcc] fields with the contact communication options, the contacts with the Employee type are not considered. 3. The system also checks the rules for connecting s to other system objects. For example, if the subject contains an invoice number, the will be automatically connected to the corresponding bpm online invoice. Read more Also, when the connection fields are filled in, the connected fields are filled in automatically. For example, if an order was found based on the subject of an , the [Opportunity] and [Account] fields of the page will be automatically filled in. The s uploaded to bpm online will be filled in as follows: Bpm online field message field 55

57 Working with s From Values of the corresponding fields of the . To Cc Subject Body Start Message body. Date and time when the was created in the mailbox. Due Author User that received this message. Owner Status Priority status The Completed value. It is filled in depending on the importance, for example, Average, High, or Low. The Sent value. SEE ALSO How to process s How to set up rules for connecting s to other system objects HOW TO SET UP RULES FOR CONNECTING S TO OTHER SYSTEM OBJECTS To connect an incoming or outgoing to other system objects, the [Rules for connecting s to system sections] lookup must be set up. For example, if the subject contains an invoice number, the will be automatically connected to the corresponding bpm online invoice. To set up the connection rules: 1. Open the system designer by clicking the button at the top right corner of the application. 2. In the [System setup] block, click the [Lookups] link. 3. Open the [Rules for connecting s to system sections] lookup. 4. On the lookup page, click the [Add rule] button or open the existing rule for editing. 5. On the displayed page, fill in the required fields (Fig. 69): bpm online customer service 56

58 User guide Fig. 69 Setting up the connection rules a. Specify the name of the rule, for example, subject with invoice number. b. In the [Rule] field, enter the regular expression that can recognize the fragment of the subject as the invoice number to connect the records. For example, if the invoice auto numbering is set up in the system: Inv-1, Inv-2, Inv-3,..., Inv-n, the regular expression is: Inv-[0-9]+. As a result, when the following is received - Additional information for Inv-53, bpm online will automatically check whether the specified invoice exists in the system. If the match is found, the [Invoice] field on the page will be filled in with the corresponding value. NOTE To assure a right connection between s and other system objects, configure different auto numbering patterns for different system objects. For example, the auto numbering mask for invoices is "Inv-{0}", for orders "Ord-{0}", for contracts "Cont-{0}", etc. In bpm online, the records auto numbering is set up by using the Records auto numbering system settings group that is described in a separate article. a. Fill in the [Object for connection] fields group. To automatically connect s to system objects, in the [Object] field, select Activity. In the [Column] field, specify the field to establish the connection with. The system performs the match search using the subject. It is is located in the [Subject] column. b. Fill in the [Connected object] fields group. In the [Object] field, select the system object that the rule is set up for, for example, Invoice. In the [Column] field, select the column that the match search is performed for. In this case, such column is [Number]. 1. Save the rule. 2. Similarly, add the rules for other system sections. As a result, when uploading messages to bpm online and sending s from the system, the message subjects will be checked according to the configured rules. If the match is found, the connection fields will be automatically filled in for such s. Also, such messages will be automatically considered processed. 57

59 How to work with attachments and notes HOW TO WORK WITH ATTACHMENTS AND NOTES To work with additional information in bpm online customer service, use the ATTACHMENTS AND NOTES tab. The tab contains the [Attachments] and [Notes] details. Use these details to store external files, links to web resources and extended descriptions of the record. The tab is available in all system sections. For example, in the [Contacts] section, you can add documents that represent the history of your interactions with the contact; in the [Activities] section, add files that have been prepared within a task. How to use the views of the [Attachments] detail The [Attachments] detail has the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. The icon appearance varies depending on the file extension. NOTE The icons for different file types can be set up in the [File extension] lookup. For the files whose types are undefined in the lookup, a default icon is used. the list view. In this view, the files and links added to the detail are displayed as a list of records. Use this view to delete a file or edit a link. How to add a file 1. Open the needed record, for example, the activity page. Open the [Attachments and notes] tab. 2. On the [Attachments] detail, click the [Add file] button. You can also drag the file and drop it into the detail (Fig. 70). Fig. 70 Dragging a file into the [Attachments] detail As a result, the selected file will be saved on the detail. How to add and edit a link 1. On the [Attachments] detail, in the menu, select the [Add link] option. 2. On the displayed page, enter the link address in the [Name] field and save the page. As a result, the link will be added to the detail. 3. If you need to edit the link, in the list view, click on it and select the [Change properties] option from the menu. bpm online customer service 58

60 User guide How to add a link to a knowledge base article 1. On the [Attachments] detail, select the [Add link to knowledge base] option from the menu. 2. In the displayed window, select the needed knowledge base article and click the [Select] button. As a result, the selected link to the knowledge base article will be added to the detail. How to download a file To download the file that has been added to the [Attachments] detail, click its title. Specify the location to save the file to. How to delete a file from the [Attachments] detail. 1. Open the list view by clicking the button. 2. Select the file, and then select the [Delete] option from the menu. How to work with notes The [Notes] detail is used to store additional text information about the section record. On the detail, you can edit and format the text of the notes using the built-in formatting tools. You can also add an image or an external link to the detail. If you switch to another tab of the page, the information on the [Notes] detail will be saved. To save the notes, save the record. 59

61 Access rights ACCESS RIGHTS You can manage access rights to the information that you add in bpm online. For example, when registering a new account record, you can specify users who have access to it. You can manage access rights to certain operations with the records. There are three groups of such operations: READ, EDIT, and DELETE. For example, the access to the read operation means that the user or user group can view the record in the section and open its page. For each operation, you can choose one of three permissions: GRANTED the right to read, change, or delete a record. GRANTED/DELEGATION PERMITTED the right to perform the operation on the record, as well as to manage access rights to this operation. DENIED the access to the read, edit or delete operation is restricted for the user or user group. This permission is used only in cases if the denying access rights have been enabled for the section. NOTE If the denying access rights are not enabled, the access restriction is achieved through not granting any permissions. By default, the user who has created a record has the right to perform and delegate all operations with the record. The default access rights to records are defined by the system administrator. To manage access rights to a record, open the page of the record and select the [Access rights] command in the [Actions] menu. CONTENTS Managing access rights Changing access rights Restricting access Denying access rights MANAGING ACCESS RIGHTS 1. Open the page of the record whose access rights must be changed. 2. Select the [Set up access rights] command (Fig. 71) in the [Actions] menu. Fig. 71 Switching to access rights setup 3. On the opened access rights page, click the [Add] button and select the operation for which permissions must be set. For example, to grant the right to edit the record, select the [Edit access right] command. 4. In the opened window, select the user or user group for which access rights must be granted. For example, to grant the edit permission to all company employees, select the All employees user group. As a result, a new rule will be added to the corresponding page detail. The rule will bpm online customer service 60

62 User guide determine access rights for the selected user or user group to the selected operation on the current record. By default, the access rights to the operation are always defined as Granted. 5. Click the [Save] button. CHANGING ACCESS RIGHTS 1. Open the edit page of the record whose access rights must be changed. 2. Select the [Set up access rights] command in the [Actions] menu. 3. On the opened access rights page, in the READ, EDIT, or DELETE detail, select the record to modify. For example, to allow the user to delegate the right to edit the record, in the EDIT detail, select the record that contains the name of this user. 4. In the [Permission] menu, select the permission that must be set. For example, to allow the user manage access rights to the selected operation, select the [Granted/Delegation permitted] command (Fig. 72). Fig. 72 Changing access rights for the record 5. Click the [Save] button. RESTRICTING ACCESS 1. Open the edit page of the record whose access rights must be changed. 2. Select the [Set up access rights] command in the [Actions] menu. 3. On the opened access rights page, on the READ, EDIT, or DELETE details, select the access rights to be canceled. For example, to restrict the right to edit the record for all users, select the All employees record in the EDIT detail. 4. Click the [Delete] button. DENYING ACCESS RIGHTS Denying access rights can be enabled in certain sections. In these sections, the DENIED additional permission becomes available. Also, on the access rights page, the [Up] and [Down] buttons become active. These buttons are used to define the priority of conflicting access rights. ATTENTION The right that is higher in the list has a higher priority. The denying rights are used when the access to the record must be restricted for a certain user or user group. For example, you must restrict access to an account for users included into the Freelancers 61

63 Access rights folder, while the rest of company employees must have free access to these records (the All employees folder has a right to view, change and delete these records). In this case, it is necessary to add an access right of the Denied permission to the Freelancers group and place this right in the list higher than the access right for all company employees. bpm online customer service 62

64 User guide SECTION ANALYTICS Use the bpm online sales analytics to analyze section statistics. There are several ways to visualize statistics in the system, such as charts, calculated indicators, special lists. For example, you can track the current status of the employees' tasks, display various ratings or any other important summary information as a number. To start working with analytics, open the ANALYTICS view of the needed section (Fig. 73), or go to the DASHBOARDS section. Fig. 73 Opening the [Analytics] view in the [Contacts] section The information in the ANALYTICS view and in the DASHBOARDS section is displayed as a group of elements that are called dashboards components. A dashboard component displays data in a particular way, for example, as a chart or a number (Fig. 74). Fig. 74 The Indicator dashboard component example Dashboard components are combined in a dashboard. Each dashboard corresponds to the relevant section tab with the same title. To open a dashboard, click the corresponding tab (Fig. 75). Fig. 75 Selecting dashboard component NOTE Setting up dashboards and dashboard components is described in a separate chapter. 63

65 Section analytics NEXT IN THIS CHAPTER The Chart dashboard component Diagram mode List mode Drill down The Indicator dashboard component The Speedometer dashboard component The List dashboard component The Widget dashboard component The Web page dashboard component Analytical reports THE CHART DASHBOARD COMPONENT The Chart dashboard component displays system summary information. For example, it can show how the accounts that your company does business with are grouped by type (Fig. 76). Fig. 76 The Chart dashboard component The Chart dashboard component can also display data as a list. To manage how the data is viewed, use either the toolbar buttons located at the top-right of the dashboard component, or the chart context menu. opens dashboard component menu. The list of the menu items vary depending on the dashboard component view mode. It is used to toggle between modes. cancels the action performed in the dashboard component. The menu is used to show detailed information about any selected chart element, for example, a pie chart sector or a histogram column. bpm online customer service 64

66 User guide NOTE Changes of the chart view made within a dashboard component (for example, switching to a list mode or changing the chart type) will not be saved when reloading the page. The system will save the changes made within the dashboard component list settings. DIAGRAM MODE The diagram mode of the Chart dashboard component is used by default. In this mode, the button menu contains additional menu items: DISPLAY DATA switches the chart to the list mode. CHANGE CHART TYPE select one of the menu items to display the data using another chart type (Fig. 77). Fig. 77 Selecting the chart type in the diagram mode LIST MODE Data in the Chart dashboard component can be displayed as a list (Fig. 78). 65

67 Section analytics Fig. 78 Chart dashboard component list mode To switch to the list view mode, use the DISPLAY DATA item from the element menu. menu or from the chart If you select the DISPLAY DATA item from the menu of the dashboard toolbar, all data used for building the chart will be displayed as a list. The DISPLAY DATA item of the chart menu displays only the data that the selected dashboard corresponds to (for example, a sector or a column). The set of items in the menu is different for the diagram mode and the list mode. Use the DISPLAY CHART item to return to the diagram mode (Fig. 76). DRILL DOWN In bpm online sales, you can bring up additional information about any chart element, such as a column, an area, a segment. For example, you can build the Job titles in R&D department chart drilling down the Employees by department column chart. Any element of the new chart can be drilled down as well. For example, you can display how developers are grouped by their role in decision-making. To drill down a chart element: 1. Left-click the chart element you want to drill down. 2. In the displayed menu, select the chart type (Fig. 79). bpm online customer service 66

68 User guide Fig. 79 The diagram menu: selecting a chart type 3. In the opened window, specify the column the chart should be based on, for example, the [Job title] column of the current object. As a result, the dashboard component will display how the employees of the R&D department are grouped by job title. To return to the previous chart, use the button of the chart menu. THE INDICATOR DASHBOARD COMPONENT The Indicator dashboard component (Fig. 80) displays a number or a date returned as a result of a system query, for example, the number of people employed by your company. Fig. 80 The Indicator dashboard component Indicators can display the following data types: The total number of either all or filtered records of a system object, for example, the number of all bpm'online contacts. 67

69 Section analytics Minimum or maximum value of a numeric field or a data/time field, for example, minimum or maximum call duration. Sum or the average value of a numeric field, for example, the total amount of paid invoices, if your system enables you to manage invoices. THE SPEEDOMETER DASHBOARD COMPONENT The Speedometer dashboard component (Fig. 81) displays the number returned as a result of a system query relative to the standard scale. For example, use this dashboard component to display the number of conducted meetings of a manager if the desired rate has been set up. You can also use it to monitor the balance between the planned and actual number of calls per agent in a day. Fig. 81 The Speedometer dashboard component On the color schema, the red interval displays the minimum level of values, yellow the satisfactory level and green displays the sufficient level. The color of the speedometer circle depends on the interval that the current value is in. Speedometers can display the following data types: The total number of either all or filtered records of a system object, for example, the number of conducted calls of an agent in a day. Minimum or maximum value of a numeric field, for example, minimum or maximum call duration. Sum or the average value of a numeric field, for example, the total amount of paid invoices, if your system allows you to manage invoices. Setting up a speedometer standard scale Go to the [How to display] field group on the speedometer designer page to set up the standard scale of the speedometer. 1. In the [Style] field, specify the color of the speedometer title 2. In the [Display order] field, select one of the following options: The more the better to display, for example, the planned number of meetings, or The less the better to display, for example, the average duration of a call. bpm online customer service 68

70 User guide The selected order will define how the standard intervals are located on the scale. If the first option is selected, the red interval will be displayed on the left. If the second display order is selected, the interval will be displayed on the right. 3. On the speedometer scale (Fig. 82), specify: a. The minimum value on the speedometer, for example, a manager has to conduct at least 10 meetings per month; b. The average value on the speedometer, for example, meetings. c. The maximum value is 40. Fig. 82 Setting up a speedometer scale. Once all fields on the [How to display] fields group are filled in, the color schema of the speedometer will be displayed. NOTE Setting up the Speedometer dashboard component is similar to setting up the Indicator dashboard component and is described in a separate chapter. THE LIST DASHBOARD COMPONENT The List dashboard component (Fig. 83) displays system information as a list with the specified number of records. Fig. 83 The List dashboard component The list displays records of a particular object sorted by one of the additionally displayed columns. If any of the list columns is the primary one for its object, then the values in this column will be displayed as links to the corresponding records in the system. For example, [Account name] is the primary column for the Account object, and [Subject] is the primary one for the Activity object. Account names and activity subjects will be displayed as links to the account and activity pages respectively. NOTE Columns displayed in the List dashboard component do not have their own titles. It is recommended that you choose the dashboard component title so that it will reflect the contents of the displayed columns. More information about setting up the dashboard components can be found in a separate chapter. 69

71 Section analytics THE WIDGET DASHBOARD COMPONENT The Widget dashboard component contains additional widgets set up by a developer, such as the exchange rate module or the weather module. THE WEB PAGE DASHBOARD COMPONENT The Web page dashboard component is designed to display web pages on a dashboard. For example, a page of a search engine, an online currency converter or your corporate website. Setting up the Web page dashboard component To set up the dashboard component, go to the web page designer page. 1. Specify the title of the web page in the corresponding field. 2. In the [Page URL] field, enter the link to the website to be displayed on the dashboard. In the link, specify the protocol type ( http, https ), for example, NOTE To add a youtube video to the dashboard, use the link specified on the video page when the share button is clicked. 3. To configure the width or color of the dashboard component border, specify HTML styles in the [Styles] field. For example, if you enter the following parameters: border-width: medium; border-color: red, the border will be of average width and red color. ANALYTICAL REPORTS Analytical reports show summarized section information. For example, reports of the CONTACTS section can be used to view the list of contact's noteworthy events or analyze the section data compliance. Reports are available in the ANALYTICS view. To view the report: 1. Select a report from the [Reports] menu, for example, DATA ENTRY COMPLIANCE (Fig. 84). Fig. 84 Selecting a report 2. On the opened page, specify how the report should be created, for example, based on all section records. 3. Click the [Create report] button (Fig. 85). bpm online customer service 70

72 User guide Fig. 85 Selecting the method of forming the report As a result, your browser will start downloading the report file in PDF format. 71

73 System designer SYSTEM DESIGNER SYSTEM DESIGNER comprises the bpm online configuration tools. To open the system designer, click the button in the top right corner of the application or click the [System designer] link on the bpm online home page. PROCESSES Process management tools Process library Process log Opens the [Process library] section where you can edit your existing process diagrams and create new ones. Process wizard and process designer are available in this section. Opens the [Process log] section for managing running processes and viewing statistics on completed processes. NOTE Detailed descriptions of the business process management can be found in the bpm online business process documentation. USERS AND ADMINISTRATION Tools for registering users, distributing access rights and auditing the system operations. User and role administration Object permissions Operations permissions Audit log Opens the [Users and roles] section where you can set up the roles structure for your company, register users and sort the employees by role. Opens the [Object permissions] section where you can set up user rights and roles for operations with system object. For example, rights for changing and deleting records in the "Account" or "Contact" object. Opens the [Operations permissions] to set up user rights and roles for different system operations. For example, you can set up your workplaces or Excel import parameters. Opens the [Audit log] page containing information about the events that occur in the system, for example, user authorization, modifying the user role structure, modifying access rights to objects. IMPORT AND INTEGRATION Records import and data synchronization features. Excel data import LDAP integration setup Opens the import setup window that you can use to import records from an Excel file to your system. Opens the LDAP integration page that you can use to automatically register users in bpm online as they register in a domain and to enable domain authorization. bpm online customer service 72

74 User guide SYSTEM SETUP User tools for bpm online configuration setup Lookups Section wizard Detail wizard Mobile app wizard Opens the [Lookups] page that allows you to set up values for different lookups used in the system. For example, "Job titles", "Industries", "Activity categories" and so on. Opens the section wizard that allows you to create and set up your own sections in bpm online. Opens the detail wizard that allows you to create and set up new details to be included in the bpm online sections. Opens the wizard that allows you to configure your bpm online mobile application. Read more INTERFACE SETUP Additional tools for setting up bpm online interface. Workplace setup Logo customization Color customization Opens the page where you can set up the structure of workplaces to be available on the side panel. Opens the page that allows you to change the logos displayed in the application. Opens a separate page that allows you to change the color of the side panel. ADMIN AREA Developer tools for setting up bpm online configuration. Advanced settings Opens a separate workplace containing a set of developer tools to configure bpm online. NOTE Detailed descriptions of the developer configurations can be found in the bpm online platform development documentation (SDK). 73

75 User profile page USER PROFILE PAGE The profile page is used to set up individual settings for each system user. There are several ways to open the user profile page: Choose the [User profile] option from the main menu. Click the [Profile] link on the home page. Click the profile picture at the top right corner of the window and select [Your profile]. Change password Localization The command line settings Configuring the Call Center parameters accounts Accounts in external resources Restore default settings Click this button to change your account password in bpm online. You will need to re-enter current password. Select the interface language. This affects only common interface captions and does not change the language of the section records and lookup values. Set up the list of additional commands recognized by the bpm online command line, for example, commands that are used for viewing a list of your tasks or any other group of records. These commands are custom so they are only available for the users who added them. Configure agent s telephony parameters, such as telephony server address, phone line, login and password. To send and receive messages in bpm online, set up the parameters of your accounts using the [ accounts] button. Here you can also view the number of new messages that has been received in each of your mailboxes. You can synchronize bpm online contacts with your Google contacts, as well as bpm'online tasks and meetings with your Google calendar. Facebook and Twitter can be used to search for additional data and contacts within your social networks. Restore default interface settings, such as column layouts in section lists, parameters for sorting records, etc. NOTE The system automatically saves custom interface settings, such as list columns layout, parameters for sorting records, etc. For each section, it also saves the information about active system views (sections will open in the views that were selected for them previously). SEE ALSO The command line Telephony in bpm online bpm online customer service 74

76 User guide BPM ONLINE CUSTOMER SERVICE CONFIGURATION CONTENTS The [Accounts] section The [Contacts] section The [Activities] section The [Services] section The [Cases] section The [Knowledge base] section The [Feed] section The [Dashboards] section Telephony in bpm online 75

77 The [Accounts] section THE [ACCOUNTS] SECTION All information about customer companies, partners, contractors and suppliers should be stored in one place, up-to-date and easily accessed at any time. Use the ACCOUNTS section of bpm online customer service to keep record of contact data, track connections between companies, group companies by various criteria and analyze the relevant statistics. For example, data about the number of employees and the annual revenue of the company can be processed to evaluate the company's market position. VIEWS This section contains several views: account list. It displays accounts as a list of records. All list columns are described below in the context of the account page. account analytics. It displays charts, indicators and ratings that can be used to analyze accounts. NEXT IN THIS CHAPTER Account page Common data The [General information] tab The [Contacts and structure] tab The [History] tab The [Attachments and notes] tab The [Feed] tab Finding and merging duplicates Actions in the [Accounts] section Receiving account information from Facebook How to merge several companies into one holding/company group How to view the history of a holding/company group activities ACCOUNT PAGE In bpm online customer service, accounts can be: added manually; imported from an Excel file; The account page consists of the field group containing general data, and several tabs. COMMON DATA Additional information about the account. Name Type Official name of the company you do business with. Type of the account depending on its role in relation to your company, such as Customer, Partner or Supplier. bpm online customer service 76

78 User guide Owner Parent account Name of the employee responsible for working with the account. The affiliate company or a branch office of the account. This field will be filled in when you create an Affiliate company connection for the account. THE [GENERAL INFORMATION] TAB The tab contains the information about the account: segmentation detail, communication options, connections to other contacts and accounts, banking details. Segmentation Additional information about the account. Category Account category that defines how important the account is for your company. For example, A top importance, D low importance. No. of employees Approximate number of employees in the company, for example or Legal entity Type of legal entity of the company, for example, LLP, Ltd., or Inc.. Annual revenue Possible annual revenue ranges for companies, for example, million or million. Industry Field that the account operates in, for example, IT company, Business services, or Manufacturing and distribution. Addresses List of all addresses of the account. Address type Address Country State/province City ZIP/postal code Type of the company address, for example, delivery, legal, actual address, etc. It is defined when a record is added, but can be changed. Street, building number and other details of the company address. Location of the company. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if you enter a province, the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities that correspond to the selected country. You can associate a state/province with a certain country in the [States/provinces] lookup, and associate a city with a country in the [Cities] lookup. Postal code of the company. 77

79 The [Accounts] section Communication options List of account's communication options. Primary phone Alternate phone Phone numbers that can be used to contact the company. Communication option types are defined when a record is added, but can be changed. Fax Web Website and addresses of the company. Facebook Twitter Social network profiles of the account. A separate page is used to link social network accounts to a company. call to the company. The button is displayed on the page if at least one field of the Phone type is filled in. opens the search page in Facebook where you can select a social account of the company to add it as a communication option. If a Facebook account has already been added as a communication option, the button will be displayed in a blue color. When it is clicked, it will open the Facebook page of the account. Connected to Relationships between the selected account and other accounts and contacts. Account is a/an for contact Actual Description Name of the company which a relationship has been established with. This is a non-editable field. Relationship type, for example, Partner Holding company. When you select a relationship, the inverse relationship type is automatically filled in the [Inverse relationship] detail. Name of the company or contact that is connected to the account. The checkbox indicates whether the relationship is relevant at the present time. Any additional information about the entities. chart showing the account connections. The chart shows the Holding company Affiliate company type connections of the account. NOTE You can change the type of the displayed connections using the Parent account relationship type system setting. list view of the account connections. bpm online customer service 78

80 User guide Banking details Information about the banking details of the account. Account Name Manager Name of the company whose banking details are given. This is a noneditable field. Name or type of the account's banking information, for example Main account. Names of the chief accountant and CEO of the company. Chief accountant Country Banking details Description Country of the banking details for the account. If the selected country has a specific template for banking details in the [Countries] lookup, then this template will appear in the [Banking details] field. Complete information on the account's banking details, for example, account number, SWIFT number, ABA Code, etc. Additional information about the banking details, Noteworthy events List of noteworthy events of the account. Type Date Type of the noteworthy event, for example, Day of company founding. It is defined when a record is added, but can be changed. Date of the noteworthy event. THE [CONTACTS AND STRUCTURE] TAB This detail displays the information about the company contacts and structure. Organizational structure This detail displays the company structure and divisions. Account Part of Division Department Manager Name of the company for which the organization structure is established for. This is a non-editable field. The head department that includes the given department. This is a noneditable field. It is only displayed on the page of the division that has a parent element. Name of the company division. The field is filled in automatically when the [Department] field is filled in. Name of the company department. Name of the division manager. 79

81 The [Accounts] section Description Additional information about the division. [Add root item] adds root items, such as company departments. [Add subordinate item] adds a subordinate item for the selected one, for example, a unit within a department. Contacts List of the company's employees. This detail displays contacts that this company is indicated for as the main and current place of work. To add a new contact to the system, use the the [Add] button on the detail. As a result, a new contact page will open with the current account specified in the [Account] field. Once the page is saved, the [Job experience] detail will display the record about the contact's new place of work. THE [HISTORY] TAB The [History] tab contains system records connected to the account. Cases Service requests and incidents that were registered on behalf of the account. It displays information from the [Cases] section. To connect a case to an account, fill in the [Account] field of the case page. Activities Tasks that are connected to the current account. This detail displays information from the [Activities] section. To connect an activity to an account, fill in the [Account] field of an activity page. Calls The list of incoming and outgoing calls to this subscriber. This detail displays information from the [Calls] section. To connect a document to an account, fill in the [Account] field of the call page. You can play back a recorded call directly on the detail. Read more THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about the account, as well as attachments and links to the web resources related to the account. Read more Attachments Use this detail to store files and links related to the account. For example, on this detail you can add documents that reflect the accounts relationship history, or links to the account's web resources. Notes The [Notes] detail is used to store additional text information about the account. You can edit and organize the notes on the detail. If you switch to another tab of the account page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the current account. bpm online customer service 80

82 User guide FINDING AND MERGING DUPLICATES In bpm online customer service, you can search for duplicates and eliminate them in order to better manage your customer database. This functionality is available in the [Accounts] and [Activities] sections. When creating new records, the system automatically checks for duplicates. You can also schedule periodic duplicates searches for contacts and accounts. For the [Accounts] section, the search is done by values in the [Account name] and [Also known as] fields, as well as in the fields from the [Communication options] detail. For the [Contacts] section the duplicates search is done by values in the following fields: [Contact name], [Mobile phone], [Home phone], [Skype], and [ ]. The record is considered to be a duplicate in case the value at least in one of the mentioned fields is completely identical to the corresponding value in another record. On the duplicates page, you can perform the following actions for accounts and contacts: Launch a duplicate search and join or delete any of the resulting duplicate records if found. Set up the parameters of a duplicates search. CONTENTS Starting the duplicates search Handling the duplicates Merging the duplicated records STARTING THE DUPLICATES SEARCH 1. Open the [Accounts]/[Contacts] section. 2. Select the [Find duplicates] option from the [Actions] menu (Fig. 86). Fig. 86 Opening the duplicates search page 3. Click the [Start searching] button on the accounts/contacts duplicates page. As a result, the system will start searching for duplicates. The information string will display the percentage of the processed records. HANDLING THE DUPLICATES Once the duplicates search is completed, the accounts/contacts duplicates page will display all the duplicates found. Process these records: distinguish unique records from duplicates and remove the duplicates. 81

83 The [Accounts] section To analyze the records found: 1. Open the [Accounts]/[Contacts] section. 2. Select the [Find duplicates] option from the [Actions] menu. 3. On the duplicates page for accounts/contacts, find the record that should be processed. 4. Click to open the list of possible duplicates for this record. 5. Analyze whether these records duplicate the information in the root record (Fig. 87). Fig. 87 Possible duplicates of the selected record 6. Process the possible duplicates of the root record: Option 1. The subordinate record is not a duplicate a. Select the root record and the subordinate one. b. Click the [Not duplicates] button (Fig. 88). Fig. 88 Indicating records as unique As a result, the selected subordinate record will be removed from the duplicates list and will no longer be used in searching for duplicates of the root record. Option 2. The subordinate record is a duplicate a. Select the root record and the subordinate one. b. Click the [Merge duplicates] button. c. Perform the duplicates merging. As a result, the system will contain only one record. All objects that have been connected to the merged records will now be connected to this record. For example, if you are merging two accounts and there are a few tasks connected to the first account and some contacts connected to the second one. After you merge these two accounts, the tasks from the first record and the contacts from the second one will be combined in the resulting merged record. bpm online customer service 82

84 User guide MERGING THE DUPLICATED RECORDS 1. Open the [Accounts]/[Contacts] section. 2. Select the [Find duplicates] option from the [Actions] menu. 3. On the duplicates page of the accounts/contacts, select the records that should be merged. 4. Click the [Merge duplicates] button. 5. The duplicates merging page of the accounts/contacts will open. Select the data display mode, for example, Only fields with different values (Fig. 89). Fig. 89 Selecting the data display mode 6. Choose the corresponding radio button to select the values that should remain in the system after merging (Fig. 90). Fig. 90 Selecting the resulting values 7. If necessary, edit the information in the [Communication options] and [Addresses] details. 8. Click the [Save] button to complete the merging of duplicates. ACTIONS IN THE [ACCOUNTS] SECTION In addition to the standard actions, the section contains special ones. 83

85 The [Accounts] section FIND DUPLICATES The [Find duplicates] action opens an additional page that contains all possible duplicates of the accounts. After the duplicates search is completed, the records are added on the page automatically. Read more SHOW ON MAP The action shows the location of the selected accounts on a map. Launching the action opens a window that displays the accounts selected in the list. If the addresses are not filled in for all the accounts selected, the action will not be performed. If the addresses are not filled in for some accounts or filled in incorrectly, then the corresponding information will be displayed in the opened window. NOTE You can select multiple accounts in the section using the [Select multiple records] action. UPDATE WITH SOCIAL NETWORKS DATA The action allows you to fill in the account page with additional information from Facebook. Read more ACTIONS WHEN SAVING A RECORD When you save a record, additional actions are available. Adding a contact for the registered account When you save a new account page, a message will appear prompting you to add a new contact for this record. If you click the [Yes] button, a contact page will open where you can enter information about a primary contact for the account. Click the [No] button to cancel the action. Duplicates search when saving a record When you save an account page, a duplicates search page might open. It means that this record might be already registered in the system. You can edit the new record or indicate that the found records are not its duplicates. RECEIVING ACCOUNT INFORMATION FROM FACEBOOK Connecting an account to their Facebook account Populating an account page with Facebook information Fields to be field in in bpm online from a Facebook page Integration with Facebook allows you to maintain the information about accounts stored in the system. Run the [Update with social networks data] action to receive additional information about an account. To run the action, specify the Facebook account on the [Communication option] detail of the bpm online account page. CONNECTING AN ACCOUNT TO THEIR FACEBOOK ACCOUNT 1. On the account page, expand the [Communication options] detail and click the button. bpm online customer service 84

86 User guide NOTE If you have not used Facebook integration before, when you click the authorization window will open. button, the Facebook NOTE To add one more communication option with the Facebook type to the existing ones, click [Add] > [Social networks] > [Facebook]. 2. The displayed Facebook page will contain the list of public pages that meet the search criteria. You can change the search criteria or enter the link to the account page in Facebook if it is known. 3. Select the Facebook accounts to add to the detail (Fig. 91). Fig. 91 Selecting the public pages of a bpm online account As a result, a new record with the Facebook type will be added to the [Communication options] detail. POPULATING AN ACCOUNT PAGE WITH FACEBOOK INFORMATION 4. On the account page, expand the [Communication option] detail. Make sure that the detail contains the needed Facebook pages of the account. 5. Select the [Update with social networks data] option from the [Actions] menu (Fig. 92). Fig. 92 Selecting the [Update with social networks data] action The displayed page will contain the account data stored in bpm online and the information from all Facebook public pages that are specified on the [Communication options] detail of the account page. 85

87 The [Accounts] section 6. Analyze and select the data to add to the existing account information: a. On the [Communication options] detail, select the communication options to be saved in bpm online. To add a phone number, specify its type, for example, Primary phone or Extension number (Fig. 93). Fig. 93 Selecting a communication option type b. On the [Address] detail, enter the value in the [Address type] field. If necessary, edit the following fields: [City], [State/province] and [Country] (Fig. 94). Select the addresses to be saved in bpm online. Fig. 94 Selecting an address type c. Edit the information on the [Noteworthy events] detail by specifying the event type, for example, Company foundation day. d. If necessary, edit the [Notes] detail. 7. After you edit and save all the needed data from Facebook, click the [Save] button on the page. As a result, the information will be added to the corresponding page details. ATTENTION! On the population page, if you deselect the information that has been previously added to bpm online, this information will be deleted from the account page after the data population is completed and the changes are saved. bpm online customer service 86

88 User guide FIELDS TO BE FIELD IN IN BPM ONLINE FROM A FACEBOOK PAGE Let's review the list of fields that can be filled in in bpm online based on the data from Facebook. The fields of the public page that can be mapped to the bpm online fields are located on the [About] tab of the Facebook public page and are described below. Facebook field Bpm online field Website Phone Start Date Address Short Description Web. It is saved on the [Communication options] detail. To save a phone number, in bpm online, specify its type, for example, Business phone or Mobile phone. It is saved on the [Communication options] detail. . It is saved on the [Communication options] detail. Date. It is saved on the [Noteworthy events] detail. Address. It is saved on the [Addresses] detail. Notes. It is saved on the [Attachments and notes] detail. SEE ALSO Setting up bpm online Facebook integration HOW TO MERGE SEVERAL COMPANIES INTO ONE HOLDING/ COMPANY GROUP Make connections between the accounts in bpm online to facilitate centralized communication and work flow between the accounts. Use the chart to manage relationships with the parent account and the account's affiliate companies. To view the location of an account within the relationship structure, open the [Connected to] tab of the account page. The account you select on the scheme will be highlighted in orange (Fig. 95). Fig. 95 Company group chart 87

89 The [Accounts] section Click the button to view the the account's relationships chart. Click the button to switch to the list view. The chart only shows the Holding company Affiliate company type connections of the account. NOTE You can change the type of the displayed connections using the Parent account relationship type system setting. Let's create a holding company structure that includes subordinate accounts with branches. To do this: 1. Open the page of the holding account and go to the [Connected to] tab. 2. Click the [Add affiliate company] button (Fig. 96). Fig. 96 Adding an affiliate company 3. In the displayed field, enter the name of the affiliate company that you want to create a connection to. Select a company from the list (Fig. 97) or create a new one by clicking [New...]. Fig. 97 Connecting the holding company to the affiliate company 4. To add more affiliate companies, select the holding company in the chart and click the existing workplace, select it in the workplace list and click the + button (Fig. 98). bpm online customer service 88

90 User guide Fig. 98 Adding a second affiliate company 5. In the + button menu, select the [New child connection] item (Fig. 99). Fig. 99 Selecting the connection type 6. In the displayed block, enter the name of the affiliate company. 7. In the similar way, add the affiliate company branches. NOTE To delete a connection between accounts, select the company connection you want to delete and click the x button. HOW TO VIEW THE HISTORY OF A HOLDING/COMPANY GROUP ACTIVITIES Use the history to view and analyze the cooperation process with the holding company and all of its affiliates. For example, you can view the active opportunities of the holding company and of its accounts individually. To view the history: 1. On the parent account page, go to the [History] tab. 2. Unfold the [Opportunities] detail and click the button. NOTE The button is available on the [History] tab details for the registered accounts only, provided there are connected records registered in the system for the affiliate companies. As a result, the detail will show the opportunities of the selected account's affiliate companies (Fig. 100). 89

91 The [Accounts] section Fig. 100 Viewing the opportunities history of the account's affiliate companies You can use the following details to view the opportunities history of the account's affiliate companies: [Activities], [Invoices], [Orders], [Opportunities], [Contracts], [Leads] on the [History] tab, and the [Contacts of account] detail of the [Contacts and structure] tab. The history is only displayed for the first and second nesting levels. This means that if the affiliate company has its own affiliates, the records connected to these affiliates will not be displayed for the selected account. bpm online customer service 90

92 User guide THE [CONTACTS] SECTION Bpm online customer service contacts are the contact persons of your customers and partners, individual clients and other business contacts. Use your CONTACTS section to manage your contact information, group them by various parameters, analyze the history of interactions with customers, and view the resulting statistics. VIEWS This section contains several views: contact list. It displays contacts as a list of records. All list columns are described below in the context of the contact page. contact analytics. It displays charts, indicators and ratings that can be used to analyze contacts. NEXT IN THIS CHAPTER Contact page Common data The [General information] tab The [Current employment] tab The [History] tab The [Attachments and notes] tab The [Feed] tab Finding and merging duplicates Actions in the [Contacts] section Receiving contact information from Facebook SEE ALSO The [Accounts] section > Finding and merging duplicates Integration with the MS Exchange service Integration with the Google organizer Integration with social networks CONTACT PAGE In bpm online customer service, a contact can be: added manually; imported as an Excel file; received through synchronization with social networks. received through Google synchronization. ATTENTION! To synchronize with external resources, you need to perform initial setup. Social network integration and Google synchronization are described in separate chapters. The contact page consists of the field group that contains general data, and several tabs. 91

93 The [Contacts] section COMMON DATA General information about the contact. Photo Contact's photo. It is displayed on the contact page as well as near the contact name displayed in sections lists in the feed. Click the button to add a new photo by using the standard file selection window. Click the button to remove the photo. If you mouse over the photo area, the buttons will become visible. Contact name First and last name of the contact. Account Type Assignee Name of the company where the contact works. Type of the contact, for example, Employee. Name of the employee responsible for working with the contact. THE [GENERAL INFORMATION] TAB The [General information] tab contains all the information about each contact: salutation, address, noteworthy events and the contact's connections to other contacts or accounts. Title Gender Honorific for the contact, for example, Mr or Mrs. Gender of the contact. Communication options This detail contains the list of contact's communication options, as well as the list of the banned ones. The detail fields are displayed when you select the corresponding commands in the [Add] menu. Business phone Mobile phone Phone numbers that can be used to contact the person. Communication option types are defined when a record is added, but can be changed. Home phone Skype The contact's Skype account. Website and addresses of the contact. Web Facebook Twitter Social network profiles of the contact. A separate page is used to link a social network account to the contact. bpm online customer service 92

94 User guide Do not use Do not use phone Checkboxes signify which communication options should not be used to contact the person. For example, if a contact does not wish to receive , select the [Do not use ] checkbox. Do not use SMS Do not use mail Do not use fax call to contact. The button is displayed on the page if at least one field of the Phone type is filled in. opens the search page in Facebook where you can select an account of the contact to add it as a communication option. If a Facebook account has already been added as a communication option, the button will be displayed in blue color. When clicked, it opens the Facebook page of a contact. Addresses List of all addresses of the contact. Address type Address Country State/province City ZIP/postal code Type of address of the contact, for example, Home. It is defined when a record is added, but can be changed. Street, building number and other details of the contact's address. Location of the contact. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if you enter a province in the [State/province], the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities that correspond to the selected country. You can associate a region with a certain country in the [States/ provinces] lookup, and associate a city with a country in the [Cities] lookup. Postal code of the contact's address. Noteworthy events List of contact's noteworthy events. Type Date Type of the noteworthy event of the contact, such as Birthday or Company day. It is defined when a record is added, but can be changed. Date of the noteworthy event. 93

95 The [Contacts] section Connected to Relationships between the selected contact and other accounts and contacts. Contact is a/an for contact Actual Description Name of the contact for whom a relationship is established. This is a non-editable field. Relationship type, for example, Employee Employer. When you select a relationship, the inverse relationship type is automatically filled in the [Inverse relationship] detail. Name of the related company or contact. The checkbox indicates whether the relationship is relevant at the present time. Any additional information about the entities. THE [CURRENT EMPLOYMENT] TAB The [Current employment] tab displays all information about contact's employment, including current job and the previous ones. Job title Full job title Department Role Position held by the contact, for example, Department manager. Exact job title, such as Sales department manager. If you select a value in the [Job title] field, this field will be filled in with the selected value. Department of the company where this contact works, for example Sales or Marketing. Contact role in decision-making process at the division or company level, for example, Manager, Performer. The data on the [Current employment] detail is synchronized with the information on the [Job experience] detail. If you fill in the [Account] field and save the contact page, a message will appear prompting you to add a new record on the [Job experience] detail. When you click [Yes], a record with the new place of work is automatically added on the [Job experience] detail. This information includes the company name and a day when the contact started working at the company. The [Primary] and [Current] checkboxes are also selected. When you change information in the fields of the [Current employment] tab that are associated with the [Job experience] detail (for example, information about the company, department and position of contact), a message will appear prompting you to add a new record on the [Job experience] detail or to update an existing record. When a new record is added in the [Job experience] detail, the [Primary] and [Current] checkboxes are selected for this record, and the [Started on] field is filled in with the current date. The [Current] checkbox will be cleared for the previous place of work and the [Worked till] field will be filled in with the current date. If you clear the [Account] field on the [Job experience] detail, then on the [Job experience] detail the [Current] checkbox is automatically cleared for this place of work, and the [Worked till] field is filled in with the current date. bpm online customer service 94

96 User guide Job experience Information about all employers of the contact. Contact Account Job title Full job title Department Start Worked till Primary Current Reason for job change Description Current contact. This is a non-editable field. Employer of the contact. Position held by the contact, for example, Department manager. Exact job title, such as Sales department manager. Company department where the contact works. Date when the employee was assigned to work in this position. Date when the contact left the job. Checkbox indicates that this place of work is the principal one. Checkbox indicates the company where contact works at the present time. The reason why the employee decided to accept this position, for example, Interesting work or Promotion. Additional information about the contact's employment. NOTE The [Current employment] field group displays information about the place of work for which both the [Primary] and [Current] checkboxes are selected. The data on the [Job experience] detail is synchronized with the information in the [Current employment] field group. If either of the [Primary] and [Current] checkboxes is cleared for a record in the [Job experience] detail, the data about the place of work will be automatically cleared in the [Current employment] field group. When a record with the selected [Primary] and [Current] checkboxes is modified, the data in the [Current employment] field group is updated automatically. If you select the [Primary] and [Current] checkboxes for another record in the [Job experience] detail, a message will appear asking whether the contact is still working in the specified position. If you click the [Yes] button, the [Primary] checkbox for the previous place of work will be cleared. If you click the [No] button, the [Current] checkbox for the previous place of work will be cleared. THE [HISTORY] TAB The tab details display records that are connected to the current contact. Cases Service requests or incidents where this contact acts as a reporter. It displays information from the [Cases] section. To connect a case to a contact, fill in the [Contact] field of the case page. 95

97 The [Contacts] section Activities Activities that are connected to the contact. This detail displays information from the [Activities] section. To connect an activity to a contact, fill in the [Contact] field of the activity page. Calls The list of incoming and outgoing calls to this subscriber. This detail displays information from the [Calls] section. The connection between a call and a contact is indicated in the [Contact] field of the call page. You can play back a recorded call directly on the detail. Read more THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about the contact, as well as attachments and links to the web resources related to the contact. Read more Attachments Use this detail to store files and links related to the contact. For example, on this detail you can add documents that reflect the contact relations history, or links to the contact's web resources. Notes The [Notes] detail is used to store additional text information about the contact. You can edit and organize the notes on the detail. If you switch to another tab of the contact page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the current contact. SEE ALSO Integration with the MS Exchange service Integration with the Google organizer FINDING AND MERGING DUPLICATES In bpm online customer service, you can search for duplicates and eliminate them in order to better manage your customer database. When creating new records, the system automatically checks for duplicates. You can also schedule periodic duplicates searches for contacts and accounts. The functionality of the detail is identical to that in the [Contacts] and [Accounts] section. Read more ACTIONS IN THE [CONTACTS] SECTION FIND DUPLICATES The [Find duplicates] action opens an additional page that contains all possible duplicates. After the duplicates search is completed, the records are added on the page automatically. Read more bpm online customer service 96

98 User guide SHOW ON MAP The action shows the location of the selected contacts on a map. Launching the action opens a window that displays the contacts selected in the list. If the address is not filled in for all selected contacts, the action will not be performed. If the addresses are not filled in for some contacts or filled in incorrectly, then the corresponding information will be displayed in the opened window. NOTE You can select multiple contacts in the section using the [Select multiple records] action. UPDATE WITH SOCIAL NETWORKS DATA The action allows you to fill in the account page with additional information from Facebook. Read more SYNCHRONIZE WITH GOOGLE CONTACTS It is used for synchronizing the bpm online customer service contacts with the Google Contacts. Read more SET UP GOOGLE SYNCHRONIZATION The action is available in the actions menu of the [Contacts] section. It sets up the integration between the Google Contacts and bpm online customer service contacts. When you start this action, a setup window will open. Read more SYNCHRONIZE WITH CONTACTS IN EXCHANGE The action is displayed in the actions menu if the Microsoft Exchange provider is added to the system. The action is available if MS Exchange account is set up in bpm online customer service. It is used for synchronizing the bpm online customer servicecontacts with the contacts in MS Exchange. Read more ACTIONS WHEN SAVING A RECORD When you save a record, additional actions are available. Duplicates search when saving a record When you save a contact, a duplicates search page might open. It means that this record might be already registered in the system. You can edit the new record or indicate that the found records are not its duplicates. PRINT Contact summary It displays the summarized information about the contact person. The table contains: a list of communication options and addresses of the contact as well as the history of interaction with them. The print option is available on the contact page in the [Print] menu. RECEIVING CONTACT INFORMATION FROM FACEBOOK Connecting a contact to its Facebook account 97

99 The [Contacts] section Populating the contact page with Facebook information Integration with Facebook allows you to maintain the information about contacts stored in the system. Run the [Update with social networks data] action to receive additional information about a contact. To run the action, specify the Facebook account on the [Communication option] detail of the contact page. CONNECTING A CONTACT TO ITS FACEBOOK ACCOUNT 1. On the contact page, expand the [Communication options] detail and click the button. NOTE Only one communication option with the Facebook type can be added on the contact page. NOTE If you have not used Facebook integration before, when you click the authorization window will open. button, the Facebook 2. The displayed Facebook search page will contain public pages and profile pages of the contact, if any. You can change the search criteria or enter the link to the page in Facebook if it is known. NOTE If the link to the Facebook profile of the account does not have a numeric user ID, the profile will not be displayed among the results. 3. Select an account to add to the [Communication option] detail of the contact page (Fig. 101). Fig. 101 Selecting a contact account As a result, a new record with the Facebook type will be added to the [Communication options] detail. If the account doesn't have a photo, it will be added from the Facebook page. NOTE If a contact has both a profile page and a public page, it is recommended to add the public page to the [Communication options] detail because the public page contains more information about the contact. POPULATING THE CONTACT PAGE WITH FACEBOOK INFORMATION Let's review the example of populating the contact page with information from the Facebook page of the contact. bpm online customer service 98

100 User guide NOTE Populating the contact page with data from the Facebook public page is described in the Populating an account page with Facebook information article. 1. On the contact page, expand the [Communication option detail] and make sure the contact is connected to the proper Facebook account. 2. Select the [Update with social networks data] option from the [Actions] menu (Fig. 102). Fig. 102 Selecting the [Update with social networks data] action 3. On the displayed page, you can select a new contact photo and click the [Save] button. As a result, the contact photo on the contact page will be updated. SEE ALSO Populating an account page with Facebook information Fields to be field in in bpm online from a Facebook page Setting up bpm online Facebook integration 99

101 The [Activities] section THE [ACTIVITIES] SECTION Use the ACTIVITIES section of the bpm online customer service to optimize your work day management, create a schedule, plan activities for other employees, track interconnections between activities and other system sections, and keep records of completed tasks. VIEWS This section contains several views: calendar. It displays activities as an electronic day planner. Read more activities list. It displays activities as a list of records. All list columns are described below in the context of the activity page. activity analytics. It displays charts, indicators and ratings that can be used to analyze activities. FILTERS There are several quick filters set in the section. By date (the [Start] field of an activity page); By responsible employee (data in the [Owner] field and the [Participants] detail of an activity page). LATER IN THIS CHAPTER Calendar Task page Common data The [General information] tab The [Participants] tab The [Attachments and notes] tab The [Feed] tab Actions in the [Activities] section SEE ALSO Integration with services by the IMAP/SMTP protocol Integration with the MS Exchange service Integration with the Google organizer CALENDAR The calendar view (Fig. 103) displays activities as an electronic day planner. bpm online customer service 100

102 User guide Fig. 103 The calendar view You can add, copy, delete, as well as open an activity for viewing or editing using the toolbar buttons. When you copy an activity, the list of its participants will be copied too. Activities in the calendar can be filtered in the same manner as records in the list. THE CALENDAR AREA The calendar area is divided into days. The date and day of the week are displayed in the heading of each day column in the calendar. The title of the current day is highlighted. In the calendar area activities are displayed in the form of rectangular blocks whose height corresponds to the duration of activities. The current time is highlighted with an orange line. To scroll the calendar vertically, use the scrollbar at the right of the calendar or the [Up] and [Down] keys on your keyboard. THE CALENDAR SCALE A calendar cell can display time intervals from 5 to 60 minutes. You can modify the calendar scale by choosing the corresponding command from the [View] menu (Fig. 104). 101

103 The [Activities] section Fig. 104 Changing the calendar scale The calendar scale influences the accuracy of how activities are displayed (a calendar cell is always fully occupied). For example, if the cell is set to the interval of 60 minutes, the activity with 1 hour 20 minutes duration occupies 2 cells. In this case, the accurate duration of the activity is displayed (Fig. 105). Fig. 105 Activity start and due date in the calendar If the current calendar scale does not allow it to display the accurate start and finish time, you can view it on a pop-up hint that appears when you mouse over the activity subject (Fig. 106). A hint also contains the full text of the activity subject. Fig. 106 Hint pop-up NOTE If the account is specified for an activity, its name will be displayed in the calendar before the activity subject. The activity subject does not contain the account name. ADDING ACTIVITY FROM THE CALENDAR You can add tasks to the section directly from the calendar. To do this: 1. Use the mouse to highlight the time period required to complete the activity (Fig. 107). bpm online customer service 102

104 User guide Fig. 107 Highlighting a time period in the calendar view 2. Start typing the activity subject. A quick edit window will open already containing the added text (Fig. 108). Fig. 108 Adding a task 3. Enter the subject of your activity and save the changes. As a result, a new task will be added to the system. EDITING ACTIVITY IN THE CALENDAR VIEW To edit an existing activity directly in the calendar view: 1. Click the subject of the needed record in the calendar area. The quick edit window will open (Fig. 108). 2. Open the activity page by clicking the button, make the changes and save them. NOTE If you only need to change the activity subject, edit it in the subject edit window and save the changes. To cancel the changes, click the corresponding button or press the Esc key. You can also change the activity duration without opening its page. To do this, place the cursor at the activity time border, click the left mouse button and drag it to the desired time mark while holding down the left mouse button (Fig. 109). 103

105 The [Activities] section Fig. 109 Changing activity duration in the calendar view To move the activity to another date or time, drag it to the desired time in the calendar view. If some of the activities are scheduled for the same time, those activities will be displayed in the calendar view within the same time interval. LONG ACTIVITIES An activity is considered to be Long if it lasts more than 24 hours (for example, a business trip or a vacation). Such activities are displayed above the calendar (Fig. 110). Fig. 110 Display of long activities in the calendar view If the start or due date can not be specified within the time period that the calendar displays, it will display either the start date or the due date of the activity (Fig. 110). QUICK ACTIVITY STATUS CHANGE You can also change the activity status without opening its page. To do this: 1. Click the subject of the needed record in the calendar area. The quick edit window will open (Fig. 108). 2. Click the [Mark as...] button. As the result, the system will display the list of statuses available for the activity (Fig. 111). NOTE The list of statuses vary depending on the type and current status of the selected activity. bpm online customer service 104

106 User guide Fig. 111 Selecting activity status 3. Select the needed activity status and click [Save]. ACTIVITY COLORS IN THE CALENDAR VIEW Activities in the calendar view are highlighted with different colors depending on their status and due date. Activities are highlighted red when their due time has already passed and not in the final state yet (overdue activities). Blue is used to highlight activities that are not in the final state (not started or in progress) and have not passed their due time yet. Grey is used to highlight activities that are in the final state (completed or canceled). TASK PAGE In bpm online customer service, a task can be: added manually; received through MS Exchange synchronization; received through Google synchronization. ATTENTION! To synchronize with external resources, you need to perform initial setup. MS Exchange synchronization and Google synchronization are described in separate chapters. The task page consists of the field group that contains general data, and several tabs. COMMON DATA General information about activity Subject Goal of the activity, for example, Prepare documents or Presentation. 105

107 The [Activities] section Start Due Duration (minutes) Duration (hours, minutes) Status Owner Author Priority Category Calendar The date and time when the task should be started and finished. By default, the [Due] field value is 30 later than the [Start] field value. Length of the activity. The fields are not displayed on the activity page, but can be viewed in the list. Status of the activity, for example, In progress or Completed. User who is responsible for performing the activity. User who initiates the new activity. Priority of the task, for example, High or Medium. Category of the activity, for example, Meeting or Paper work. Select this checkbox to make the activity visible in the calendar view. THE [GENERAL INFORMATION] TAB The [General information] tab contains the information about the activity: result of the activity completion, connection of the activity to other system objects and reminders for owner or author. Result This detail specifies what has been accomplished after performing the activity. Result Result details Result of the activity. The field becomes editable, when the status of the activity is changed to Completed or Canceled. For different categories of activities the appropriate options for the [Result] field are available. Detailed information about completing the activity. The field becomes editable, when the status of the activity is changed to Completed or Canceled. Connected to Information about system records connected to the activity. Account Contact Company or person that is connected to the activity. If you select a contact, then the [Account] field will be automatically filled in with the company specified on the contact page. bpm online customer service 106

108 User guide Reminders This detail is used for creating reminders for the activity. Remind owner Remind author Used for reminding the owner and/or author about an activity at a specified time. Information about new reminders will be displayed on the owner's and/or author's communication panel. THE [PARTICIPANTS] TAB The tab contains the list of the contacts who participate in the task/call. By default, when a participant is added to the detail from the contact list, the detail will display the information from the [Job title] and [Business phone] fields of the contact page. Also, the activity will appear among the activities of all users specified in the detail. NOTE The contact specified in the [Owner] or [Contact] field will be added to the [Participants] detail automatically. When you copy an activity, the list of its participants will be copied too. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about the current task and attachments and links to the web resources related to the activity. Read more Attachments Use this detail to store files and links related to the activity. For example, on this detail you can add documents or useful links related to the activity. Notes The [Notes] detail is used to store additional text information about the activity. You can edit and organize the notes on the detail. If you switch to another tab of the activity page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the activity. SEE ALSO Integration with the MS Exchange service Integration with the Google organizer ACTIONS IN THE [ACTIVITIES] SECTION SYNCHRONIZE WITH GOOGLE CALENDAR Launches the synchronization between Google calendar and bpm online customer service tasks. The action is available in the actions menu of the [Activities] section. Read more SET UP GOOGLE SYNCHRONIZATION Launches the synchronization setup between Google calendar and bpm online customer service tasks. The action is available in the actions menu of the [Activities] section. Read more 107

109 The [Activities] section SYNCHRONIZE WITH TASKS AND MEETINGS IN EXCHANGE The action is displayed in the actions menu if the Microsoft Exchange provider is added to the system. The action is available if MS Exchange account is set up in bpm online customer service. It is used for synchronizing the bpm online customer service activities with tasks and meetings in MS Exchange. Read more bpm online customer service 108

110 User guide THE [SERVICES] SECTION The SERVICES section is designed to manage the list of services provided by your company. Here, you can set the parameters of the services, assign employees to process the related cases, and view the history of providing the services. VIEWS This section contains several views: list of services. Displays services as a list of records. All list columns are described below in the context of the service page. displays charts, numeric indicators, and lists used to analyze services. Read more NEXT IN THIS CHAPTER Service page Common data The [History] tab The [Attachments and notes] tab The [Feed] tab SERVICE PAGE The service page consists of the field group that contains general data, and several tabs. COMMON DATA Additional information about the service. Name Status Response time Resolution time Case category Calendar Service name. Current service status. For example, Active or Under testing. Standard time from the moment when a service-related case was registered till the moment when the team member starts processing it (the moment when the status of the case is changed to "In progress"). Standard time limit for resolving a service-related case. Category of service-related cases: Incident, Complaint, Claim, Service request. When a new case is created and the [Service] field is filled in, the selected category will be specified in the [Category] field of the case page. Calendar that defines the work of the support team. The system calculates the response and resolution time for the service-related cases based on the selected calendar. By default, the field is filled in with the value specified in the Base calendar system setting. Custom calendars can be set up in the corresponding lookup. 109

111 The [Services] section THE [HISTORY] TAB The tab details display records that are connected to the current service. Cases List of service-related cases. It displays information from the [Cases] section. To connect a case to a service, fill in the [Service] field of the case page. The information on the detail is available in a readonly mode. THE [ATTACHMENTS AND NOTES] TAB Detailed information about the service, as well as attachments and links to the web resources related to the service. Read more Attachments Use this detail to store files and links related to the service. For example, you can add a document describing the service order procedure, or a company license required for providing the service. Notes The detail is used to store additional text information about the service. You can edit and organize the notes on the detail. If you switch to another tab of the service page, the information on the [Notes] detail will be saved. THE [FEED] TAB Feed messages related to the current service. bpm online customer service 110

112 User guide THE [CASES] SECTION The CASES section is designed for managing incidents, complaints, claims and service requests received by the help desk. It allows you to register cases, track their statuses, and store the feedback notes. Also, the section contains summary information for analyzing cases by different parameters. VIEWS This section contains several views: list of cases. It displays service requests, complaints, claims and incidents as a list of records. All list columns are described below in the context of the case page. It displays charts, indicators and ratings that can be used for analyzing cases. FILTERS By default, the list displays only open cases that are assigned to the current user. Cases that are not in the final status (by default, Closed or Canceled ) are considered open. You can define case final statuses in the [Case statuses] lookup. The following quick filters are available in the section: [Assignee] filters the records by the [Assignee] field of the case page; [Show closed cases] extends the list with the cases that are in the final status. NEXT IN THIS CHAPTER Case page Common data The [Summary] tab The [Connected to] tab The [Attachments] tab The [Feed] tab Calculating response and resolution time Automatic ing setup Shared account setup CASE PAGE In bpm online customer service, a case can be: added manually by a service team member; submitted by a user through the self-service portal. The case page consists of the field group that contains common data, and several tabs. COMMON DATA General information about the case. Summary Brief description of the case 111

113 The [Cases] section Card number Status Assignee Contact Account Case number. The system automatically generates numbers in accordance with a specified pattern. Use the Case number mask system setting to customize automatic numbering of cases. This is a non-editable field. Current status of the case. For example, New or Closed. The list of available statuses depends on the current case status. For example, if the case status is In progress, it can be changed to Resolved, but it cannot be changed to New. Closed or canceled cases cannot be assigned any other statuses. Possible switching between statuses can be set up in the [Case statuses] lookup. Service team member who is working on resolving the case. Customer, who contacted the help desk. If the [Account] field is filled in, the list of contacts will display only the contacts of this account. When the user submits the case through the self-service portal, the field is automatically filled in with the name of the reporter. Account, whose representatives contacted the help desk. If the [Contact] field is filled in, the field is automatically filled in with the account specified for this contact. THE [SUMMARY] TAB The tab contains general case information, the scheduled and actual resolution time and the user feedback. Service Category Priority Source Reported on Service that presupposes processing the case. When the case is submitted through the self-service portal, the field is automatically filled in with the value specified by the user. The case category can be service request, incident, complaint or claim. Once the record is saved, the field becomes non-editable. When the user submits the case through the self-service portal, the field is automatically filled in according to the selected service. Comparative importance of resolving the case. Source of the case. For example, Call if the user reported the case by phone, or Direct input if the case was initiated by a service team member. When the user submits the case through the self-service portal, the field is automatically filled in with the Self-service portal value. Date and time when the case was registered. The field is non-editable and is filled in automatically with the current date and time. bpm online customer service 112

114 User guide Scheduled response time Overdue response Scheduled resolution time Overdue resolution Time from the moment when the case was registered till the moment when the status of the case was changed to In progress. The value is calculated automatically. To the right of the field, there is an overdue/ remaining time indicator. Read more Indicates the response overdue. The field is not displayed on the record page, but is available in the list. Time limit for resolving the case. The value is calculated automatically. Next to the field, there is an overdue/remaining time indicator. Read more When assigning the case a pause status (for example, Awaiting user response ), the remaining time till the response deadline is saved and the field is cleared. In the future, when assigning the case any other status, the field value is recalculated by adding the remaining time to the current date (or deducting the overdue time from the current date). Indicates the resolution overdue. The field is not displayed on the record page, but is available in the list. Feedback Information on case rating and reason for closing Rating Reason for closing User comment Customer evaluation of the service delivery level. Reason for closing or canceling the case. For example, Resolved successfully or No fault found. The field becomes editable and required, when the case is assigned a final status. Additional comment on rating. Processing time frame Actual response and resolution time. Actual response time Actual resolution time Closed on Actual time till the service team started investigating the case. This field is filled in automatically when the case status changes for the first time. For example, if the case status changes to In progress. This is a noneditable field. Actual time till the service team resolved the case. This field is filled in automatically when the case is assigned a resolution status (by default, Resolved ). This is a non-editable field. Date when the case was assigned a final status, for example, Closed or Canceled. NOTE The checkbox for the final status is selected in the [Case statuses] lookup. 113

115 The [Cases] section THE [CONNECTED TO] TAB The tab displays system records connected to the case. Activities Tasks that are connected to the current case. This detail displays information from the [Activities] section. To connect an activity to a case, fill in the [Case] field on the [Connected to] detail of the activity page. Knowledge base articles Knowledge base articles that are connected to the selected case. For example, the articles that describe the method of resolving the case. This information is based on the data in the [Knowledge base] section. Once the [Add] button is clicked, a lookup window will open, where you can select one or several articles that should be connected to the case. To remove an article from the list, select the [Delete] command. THE [ATTACHMENTS] TAB Files and web links related to the case. Read more Attachments Use this detail to store files and links related to the case. For example, images that illustrate the error. THE [FEED] TAB Feed messages connected to the current case. When the user submits the case through the selfservice portal, the feed is used as a communication channel with the user. ATTENTION! If the case is submitted through the self-service portal, all messages on the [Feed] tab will be available for user. SEE ALSO Calculating response and resolution time CALCULATING RESPONSE AND RESOLUTION TIME Scheduled response and resolution time values of the case are calculated automatically based on the conditions specified for the service. On the case page, special indicators display either the remaining time till the resolution or the overdue time if the scheduled date has already passed. RESPONSE AND RESOLUTION TIME CALCULATION The [Scheduled response time] and [Scheduled resolution time] fields on the case page are calculated automatically. Let's review the sequence of steps when calculating the response time. The resolution time is calculated in the same manner. On the service page, the [Response time] field contains the date when the case is supposed to be assigned the In progress status. Also, the page contains the calendar of the service. Response time is calculated as follows: bpm online customer service 114

116 User guide If the time is specified in calendar time units (for example, Calendar days: 3 or Calendar hours: 8 ), then the response deadline is determined by adding the response time to the date when the case was submitted. The system scheduling is based on the local time of the current user. For example, if a case is registered on the 1st of the month at 12:00 am, and the response time is 8 calendar hours, the response deadline is set to the 1st of the month at 8:00 pm. If time is specified in working time units (for example, Working days: 2 or Working hours: 6 ), then the calculations will be according to the service calendar. The registration date is converted to the local calendar time. If it falls on non-working time, the start of the next working time interval is used. To determine the planned response deadline, the system sums up this date with the response time and the non-working time interval. The resulting value is converted to the time zone of the current user. NOTE The time zone of the current user is determined by the browser settings. If the browser local time is not set up, the calendar time zone will be determined by the local time of the server that the customer service application is deployed on. For example, a case is registered on the 1st of the month at 10:00 am. The response time is 6 working hours. The working time of the case calendar from 9:00 am till 1:00 pm and from 2:00 pm till 6:00 pm. The time zone of the case calendar is corresponding to the time zone of the current user. In this case, the response deadline will be set to the 1st of the month at 5:00 pm. Let's review the case if the user is located in another time zone. For example, the case is registered on the 1st of the month at 12:00 am. The response time is 3 working hours. The time zone of the case calendar GMT +7, the time zone of the service team GMT +3, and the 1st of the month is a working day. The working time of the case calendar from 9:00 am till 1:00 pm and from 2:00 pm till 6:00 pm. In this case, the registration date in the time zone of the service team is on the 1st of the month at 8:00 am. Based on the working time, the response deadline will be set to the 1st of the month at 12:00 am, so in terms of the user time zone, the response deadline is set to the 1st of the month at 4:00 pm. NOTE Resolution time is calculated in the same manner, based on the value of the [Resolution time] field of the service page. OVERDUE/REMAINING TIME INDICATORS On the case page, there are special indicators that show the progress in processing the case. They are available next to the [Scheduled response time] and [Scheduled resolution time] fields (Fig. 112). Fig. 112 Overdue/remaining time indicators The view of the indicator depends on the current case status and its compliance with the planned processing time frame. Depending on the timeliness of resolving the case: Prior to the scheduled date, the indicator is green and displays the remaining time. After the scheduled date, the indicator is red and displays the overdue time. If the overdue time exceeds 14 days, the indicator looks like > 14 d. 115

117 The [Cases] section Depending on the case status: If the actual time isn't filled in and the case is neither in the final nor in the pause status (for example, it is being processed), the overdue/remaining time indicator is displayed. If the actual time is filled in (for example, the case is resolved), there are two options: a. If the actual value is less than the planned value (the case has been processed within the planned time), the indicator is hidden. b. If the actual value exceeds the planned value (the case is overdue), the indicator is displayed yet the clock is stopped. If the case is in the pause status (for example, a user respond is awaited), the indicator is hidden. When the case processing resumes, the indicator is displayed and keeps counting. NOTE The checkbox for the final status, as well as for the pause status, is selected in the [Case statuses] lookup. SEE ALSO Case page Service page AUTOMATIC ING SETUP Bpm online customer service contains automatic ing regarding cases. Users receive s when their cases are registered, processed, resolved, canceled, rejected under SLA or closed. To enable messaging, perform initial setup: In the Service team system setting, specify the that will be used for automatic ing. NOTE Working with system settings is described in a separate chapter. NOTE To enable automatic ing, initial mailbox synchronization setup is required. Edit the text of your s by customizing templates. Read more To allow users to evaluate the quality of resolving the cases, specify the link to bpm online customer service website and set up the user satisfaction scale. CASE RESOLUTION NOTIFICATION SETUP When the case is assigned with Resolved status, the user will receive asking to evaluate the quality of processing. The rating will be automatically saved in the corresponding field of the case page. After selecting a point, a page, where the company thanks the user for a feedback, will be displayed. To ensure a proper quality evaluation ing, set up the link of bpm online customer service website that will be used for gathering user feedback. To do that: 1. Open the [System settings] section. 2. In the list, select the [Website URL] system setting and click the [Edit] button. 3. Fill in the [Value] field with the full URL of the website that is used to access bpm online customer service, for example, bpm online customer service 116

118 User guide 4. Save the changes. USER SATISFACTION SCALE SETUP You can customize the scale that is displayed in the case resolution message in the [User satisfaction levels] lookup. By default, the lookup contains a 5-point scale: Extremely poor, Poor, Neutral, Good, Excellent. You can set up a scale with an optional number of points, for example, 3 or 7, and customize its color schema. To set up a user satisfaction scale: 1. Open the system designer by clicking the button. 2. Click the [Advanced settings] link. In the opened tab, open the [Lookups] section. 3. In the list, select the [User satisfaction levels] lookup and click [Open]. 4. In the displayed lookup window, click the [Add] button. 5. Fill out the displayed card (Fig. 113): Fig. 113 Adding a satisfaction level card a. Fill out the name of the level that is going to be displayed in the [Rating] field on the case page. b. Specify the rating for the level. The rating will be displayed in the . c. Select the color to highlight the rating in the Set up the rest of the ratings of the scale in the same manner. As a result, the case resolution notification will contain the customized scale for evaluating the work of the service team (Fig. 114). 117

119 The [Cases] section Fig. 114 A user satisfaction scale in the SHARED ACCOUNT SETUP The shared account is used for ing between customers and the service team, for example, for requesting additional user information about the case. The shared mailbox can be used by several users. ATTENTION! To set up the mailbox, you need a permission to perform the [Access to shared account setup] system operation. Managing access to system operations is described in a separate chapter. Common mailbox setup is similar to individual mailbox setup, but requires the set of additional actions: 1. On the mailbox setup page, select the [Use as a shared account] checkbox (Fig. 115). Fig. 115 Selecting the [Use as a shared account] checkbox NOTE The checkbox is available only for users that have the permission to perform the [Access to shared account setup] system operation. 2. Select the [Download s from mailbox] and [Send s from mailbox] checkboxes to use the account for receiving and sending messages. As a result, all employees that have access to the account will be able to use it (it will be available for selection in the [From] field on the page). For example, the mailbox can be used by the service team members when processing service requests. GRANTING PERMISSIONS TO THE SHARED MAILBOX By default, the mailbox with the selected [Use as a shared account] checkbox is available to all users. bpm online customer service 118

120 User guide To restrict access to the mailbox, set up the permissions. On the mailbox list page, select the needed item (Fig. 116) and click the [Access rights] button. On the displayed page, specify the settings for the selected mailbox. NOTE Managing access rights is described in a separate chapter. Fig. 116 Switching to the access rights setup of the shared mailbox TEMPLATES SETUP templates are used for interaction with customers. They are available in the [ templates] lookup. The system uses a certain template based on the subject of the notification. For example, the [Case closure notification] template is used to notify the user that the case has been closed. Bpm'online customer service provides the following templates. Case registration notification notifies the user that the case has been registered in the system and is about to be processed. Case processing notification notifies the user that the service team has started processing the case. Case resolution notification notifies the user that the case is resolved. Case closure notification notifies the user that the case is closed. If there is a need to renew the case after it has been closed, repeated registration is required. The system uses standard templates. You can customize them in the [ templates] lookup. To set up an template: 1. Open the system designer by clicking the button. 2. Click the [Advanced settings] link. In the opened tab, open the [Lookups] section. 3. In the lookups list, select the [ templates] lookup and click [Open]. 4. In the list, select a template, for example, the Case closure notification and click the [Edit] button. 5. In the displayed window, edit the text of the If needed, add macros to the template, for example, the %Number% macro to specify the incident number in the message. 119

121 The [Cases] section NOTE A macro of an template contains the column name of the [Case] object between two percent signs %, for example, the %RegisteredOn% macro corresponds to the [Registered on] column. You can use any column of this object as a macro. View the full list of columns of the [Case] object in the [Configuration] section of the administrator workplace. bpm online customer service 120

122 User guide THE [KNOWLEDGE BASE] SECTION The KNOWLEDGE BASE section represents an electronic library of documents that are used by employees need every day. For example, here you can store the answers to frequently asked questions, rules and regulations, document templates and advertising materials. You can use this section to quickly find, discuss and evaluate articles. ATTENTION! While adding new knowledge base articles within the main customer service application, the portal users are automatically granted the right to read these articles. If necessary, you can change the access rights. VIEWS This section contains several views: knowledge base list. It displays knowledge base articles as a list of records. All list columns are described below in the context of the knowledge base article page. knowledge base analytics. It displays charts, indicators and ratings that can be used to analyze the knowledge base articles. NEXT IN THIS CHAPTER Knowledge base article page General data The [General information] tab The [Attachments] tab The [Connected to] tab KNOWLEDGE BASE ARTICLE PAGE The knowledge base article page consists of the field group containing general data, and several tabs. GENERAL DATA General information about the article. Title Type Modified by Modified on Code Knowledge base article title. Knowledge base article type, for example, Rules and regulations or FAQ. User who last edited the article. This is a non-editable field. Date and time of the last modification of the knowledge base article. This is a non-editable field. The code number of the knowledge base article. The article code number is non-editable and is filled in automatically based on the specified template. Use the Knowledge base article number mask system setting to customize auto numbering of codes for knowledge base articles. The field is not displayed on the article page, but is available in the list. 121

123 The [Knowledge base] section Views The meter displaying the number of views for the article. The meter shows all system user views, including the repeated ones. The field is not displayed on the article page, but is available in the list. THE [GENERAL INFORMATION] TAB The [General information] tab contains text input area and additional areas for the article tags and comments. Solution Solution without HTML tags Page area where you can enter and format the article text. The name of this area is not displayed on the page. The article page without formatting The field is not displayed on the article page, but is available in the list. For example, you can use this this column to see the article text without opening the article page. Comments area The bottom part of the tab contains the comments area. Functionality of this field is identical to that in the [Feed] section of the system. Knowledge base article comments are displayed in the [Feed] section and on the communication panel. THE [ATTACHMENTS] TAB Use this detail to store files and links related to the knowledge base article. For example, on this detail you can add accompanying documents or useful links related to the article. Read more THE [CONNECTED TO] TAB The tab details display records that are connected to the current knowledge base article. Cases The list of cases that were resolved using the current knowledge base article. It displays information from the [Cases] section. If you click the [Add] button, a lookup window will open, where you can select one or several cases that should be connected to the configuration item. To remove a case from the list, use the [Delete] option. SEE ALSO The [Feed] section bpm online customer service 122

124 User guide THE [FEED] SECTION The FEED section displays messages posted by you and other users. The section lists all messages posted in objects (such as contacts and activities) as well as in channels that you are following. You can use the FEED section to post messages in any of channels that are available to you. VIEWS The section contains the following views: the feed. It displays the feed messages as a list. the channels. It displays the list of channels. CONTENTS The [Feed] view The [Channels] view THE [FEED] VIEW The FEED view displays the following messages: Messages posted in channels that the current user is following. Messages posted in objects that the current user is following. Messages posted in the feed of current user's contact. Messages posted with a reference to the current user. Messages that contain comments posted with a reference to the current user. ADDING MESSAGES TO THE FEED To add a message to the feed, you can use the FEED tab of the FEED section that is available on the channel page, sections record page, as well as the communication panel. To post a message, enter its text and click the [Publish] button (Fig. 117). Fig. 117 Posting a message If you would like to mention another user in the message, type "@" symbol and start typing a contact name. The system displays a list of found records from which you can select the desired (Fig. 118). After publishing a message, the mentioned user will receive a notice that appears on the communication panel. Mentioned contact name will be displayed as a link, by clicking which a contact page will be opened. 123

125 The [Feed] section Fig. 118 Mentioning a user in the Feed When posting a new message in the Feed section or on the Feed tab of the communication panel, you will need to select a message channel. Your message will be displayed in the feed of all users who follow the selected channel. For example, you can post general updates in the Company news channel, while the messages that deal with recruitment can be posted in a custom HR channel. You can select the channel in the special field (Fig. 119). Fig. 119 Selecting message channel when posting messages NOTE When posting messages on the section record pages, the message channel is defined automatically. The channel name corresponds to the section name and the name of the particular record that the message is related to (for example, Contact John Best ). DISPLAYING MESSAGES If new messages are added to the feed by other users, a button will be displayed at the top of the feed, showing total number of new messages. Click this button to display the messages. The color of the vertical line to the left of the message varies depending on the section it is posted in. The list of messages in the feed can be sorted by date of the message or by date of its last comment (latest messages are displayed at the top of the list). To change the sort order, use the menu. Comments can be added to the posted messages. To add a comment for a message, click the [Comments] button under the message (Fig. 120), enter the text of the comment and click the [Comment] button. A notice about your comment will be sent to the person who posted a message. The notice will appear on the communication panel. Fig. 120 Commenting on messages The following buttons are available below the posted message: [ Comments] show/hide comments for a message. If a message has no comments, then a field for entering a comment will appear when you click the [Comments] button. bpm online customer service 124

126 User guide [ Like]/[ Unlike] mark the message you like. This button displays total number of users who liked the message. To remove the like, click the [ Unlike]. You can also give your like to a comment. A notice about your like will be sent to the person who posted a message. The notice will appear on the communication panel. [Edit] click this button to edit your message. The button is available for the author of the message or comment. [Delete] click this button to delete your message. The button is available for the author of message/ comment, system administrators and users who have access to system operation Permission to delete messages and comments. NOTE If a message or comment length exceeds certain limit, only the first part of the message will be displayed. To see the text of the message or comment in full, click the [Read more] button. WORKING WITH THE FEED IN SYSTEM SECTIONS The section record page (for example, the contact or activity page) contains the FEED tab on which the messages related to the current object are displayed. For example, the account page displays messages connected to this account. Posting messages in the object feed is done in the same manner as posting messages in the [Feed] section. The [Actions] button of the record page contains additional actions used to subscribe or unsubscribe a user to messages related to the current section record. Once a user is subscribed, all messages related to this record will be displayed in the user feed. The [Follow the feed] action is available if the user is not following the current record feed. The [Unfollow the feed] action is available if the user is following the feed messages. When creating a message in the system object feed (for example, the contact's feed) or when adding a comment to such message, you automatically follow this object's feed. THE [CHANNELS] VIEW The [Channels] view displays the list of channels added to the system. You can open the [Channels] view by clicking the button in the [Feed] section. The channels are used to group messages by subject. For example, the Company news channel can be created for the messages that contain common information about company events. Any posted message belongs to a particular channel. The message channel is assigned automatically (for example, when adding a message on the Feed tab of the section record page) or manually (when posting a message in the Feed section or on the Feed tab of the communication panel). Users can follow the channels they are interested in. For example, if you are subscribed to the Company news channel, your feed page will display messages posted in this channel. CONTENTS Channel page Common data The [Channel properties] tab The [Feed] tab 125

127 The [Feed] section CHANNEL PAGE The channel page consists of the field group containing general data, and several tabs. COMMON DATA General information about the channel. Channel name Channel image Name of the channel. This is a required field. The image that is used to visually identify the channel messages in the feed, for example, a channel logo. Click the button to add a new image by using the standard file selection window. Click the to remove the image. button Description Additional information about the channel. The [Follow] button is used to subscribe to the current channel, and the [Unfollow] button is used to unsubscribe from it. The Unfollow button is unavailable if the given user does not have permission to unsubscribe from the channel. THE [CHANNEL PROPERTIES] TAB Information about the owner of the channel and the access rights that are configured for the channel. Legal entity Channel created on Permission to post entries Employee who created the channel. This non-editable field is filled in automatically when creating a new channel. The date when the channel was created. By default, this field is filled in with the current date. This is a non-editable field. [All users can post] set the option to allow posting messages for any user who has the view permission for this channel. [Only users with edit permission for this channel can post] select this option if you want to allow to post messages only for those users who have the permission to edit the channel. You can set up access rights to the channel by selecting the [Set up access rights] action of the channel page. Followers The FOLLOWERS detail contains the list of users whose feeds display messages of the selected channel. The toolbar of the FOLLOWERS detail contains the additional buttons. [Add] add a user or user group to the detail by selecting the corresponding menu command. [Actions] select the [Enable unfollowing] or [Disable unfollowing] commands to allow the selected users to unsubscribe from the channel or disable this option correspondingly. bpm online customer service 126

128 User guide THE [FEED] TAB The FEED tab on the channel page contains the list of posts of the current channel. [What are you working on?] post a message in the channel. Enter the message text in the field and click the [Publish] button. The field is available only for users who have the permission to post messages in the selected channel. 127

129 The [Dashboards] section THE [DASHBOARDS] SECTION The DASHBOARDS section displays data from different sections of the system. We recommend that you use this section for analysis and planning the work of each employee, each department and the company as a whole. The functionality of this section is similar to that of the ANALYTICS view in the system sections and it is described in the Section analytics chapter. SEE ALSO Section analytics Analytics setup bpm online customer service 128

130 User guide TELEPHONY IN BPM ONLINE The integration between bpm online and telephone networks enables making and receiving calls directly from the system interface. To manage calls, use the [Calls] tab of the communication panel. The tab becomes available once you set up the integration with the telephony. The history of all calls is stored in the [Calls] section that provides standard options for working with the information. In the section, you can search and group the stored data, and set up the section analytics. CONTENTS Managing calls The [Calls] section Telephony setup in bpm online Settings can be applied to Webitel base telephony How to integrate with Oktell How to integrate with Asterisk How to integrate with Cisco Finesse How to integrate with TAPI How to integrate with CallWay How to integrate with Infinity How to integrate with Avaya 129

131 THE [CALLS] SECTION The CALLS section contains the history of incoming and outgoing calls performed by bpm online users. Records are automatically added to the section every time you receive or make a call using the communication panel. Use the section tools to view detailed information about each call, as well as to build charts and generate analytical reports. ATTENTION! By default, the section is not displayed on the side panel but can be added to the workplace. You can find more detailed information about the workplace settings in a separate chapter. SETTING UP INTEGRATION WITH TELEPHONY To be able to receive and make calls in bpm online, you need to set up integration with telephony. Read more VIEWS This section contains several views: call list. It displays calls as a list of records. All list columns are described below in the context of the call page. call analytics. It displays charts, indicators and ratings that can be used to analyze calls. TOOLBAR All calls are registered automatically in bpm online, that is why the possibility to add calls manually is not available in the section. Here you can view the information about a call, update it or delete the call. Also, you can play back a recorded call for the external calls. [Play] click to play back a recorded call. [Stop] click to stop playing back a recorded call. By default, playback stops automatically when the record is over. NEXT IN THIS CHAPTER Call page Common data The [General information] tab The [Timing details] tab The [Attachments and notes] tab The [Feed] tab Additional columns SEE ALSO Telephony setup in bpm online Managing calls CALL PAGE The call page consists of the field group containing general data, and several tabs. bpm online customer service 130

132 User guide COMMON DATA General information about the call. From To Call direction Created by Phone number from which the call was made. This is a non-editable field. Phone number to which the call was made. This is a non-editable field. Indicates whether the call is incoming or outgoing. User who receives an incoming call or makes an outgoing call. THE [GENERAL INFORMATION] TAB The [General information] tab contains information about the date and time of the call, results and information about system objects that the call is connected to. Start date Expires on Contact Account Redirected from agent Start date and time of the call. This is a non-editable field. End date and time of the call. This is a non-editable field. Individual with which the call is connected. The field is filled in with the name of the contact that has been identified by the system by the phone number. When you fill in the [Contact] field, the [Account] field will automatically be filled in with the name of the account specified on the contact page. This is a non-editable field. Company that the call is connected to. The field is filled in with the name of the account that has been identified by the system by the phone number. This is a non-editable field. Employee that transferred the call. This is a non-editable field. THE [TIMING DETAILS] TAB The [Timing details] tab contains information about duration and other timing details of the call. Duration Time to connection Conversation time On hold time Call duration specified in seconds. This is a non-editable field. Time taken to answer the phone, in seconds. This is a non-editable field. Conversation duration excluding connection time, in seconds. This is a non-editable field. Time the call is on hold when transferring, in seconds. This is a noneditable field. THE [ATTACHMENTS AND NOTES] TAB Additional information about the call. 131

133 Attachments Use this detail to store files and links related to the call. For example, here you can attach a file with the recorded call. Notes The [Notes] detail is used to store additional text information about the call. You can edit and organize the notes on the detail. If you switch to another tab of the call page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays messages related to the invoice. ADDITIONAL COLUMNS The section contains additional columns that are not displayed on the article page, but can be displayed in the section. Subject Card number Activity Transferring number Number being transferred Caption for the call. The caption is generated automatically. It consists of the values of the [Call direction] and [Start] fields: For example, Incoming : :26 PM. Subscriber telephone number who received or made the call. Activity that the call is connected to. Phone number from which the call was transferred to another number. Phone number that the call was transferred to. bpm online customer service 132

134 User guide MANAGING CALLS In bpm online, all base telephony features (for example, receiving incoming calls and making outgoing ones, putting calls on hold and transferring them to another number) are available on the communication panel. To display the [Calls] tab, click the button. By default, internal calls are available in the system. Set up integration with telephony to enable external calls. To make and receive calls, use a headset. CONTENTS Outgoing call Incoming call Subscriber identification Conversation mode Putting calls on hold Transferring calls to another number Video calls Calls history Calls recording and playback Agent status menu OUTGOING CALL Outgoing call can be made in a number of ways. You can either dial the number manually on the communication panel, make a call using the calls history or click the call button on the contact page. MANUAL DIAL If you know the telephone number that you want to call: 1. On the [Calls] tab, enter the phone number in the tab field and click the call button or press the [Enter] key (Fig. 121). Fig. 121 Manual dial You can also make a call by clicking the call button next to the name of the needed subscriber in the calls history (Fig. 122). Fig. 122 Dialing from the calls history 133

135 2. Wait for the connection (Fig. 123). Fig. 123 Outgoing call 3. If the connection is successful, the call will be switched to the conversation mode. 4. To end the call, click the end call button. SEARCHING A SUBSCRIBER BY NAME If you know the name of the contact that you want to call: 1. On the [Calls] tab, enter the contact name or a part of it in the tab field. The system will search for contacts whose name contains the entered fragment and will display those contacts on the tab. NOTE To start searching, enter three or more characters. 2. Find the needed subscriber in the list and click the call button next to the phone number you want to call (Fig. 124). Fig. 124 Search for a subscriber by name 3. Wait for the connection with the subscriber. QUICK DIAL FROM RECORD PAGES AND FROM THE LIST You can call a contact (an account) from the contact/account page or from the section list. 1. To start a call from the contact page: a. On the COMMUNICATION OPTIONS detail, click the phone number or the call button next to the number you want to call (Fig. 125). bpm online customer service 134

136 User guide Fig. 125 Quick dial from the record page b. Wait for the connection with the subscriber. 2. To make a call from the section list, click the phone number that is displayed as a link (Fig. 126). Fig. 126 Quick dial from the list INCOMING CALL By default, the section is hidden. It expands in the right side panel of the screen when incoming call is received (Fig. 127). Fig. 127 Incoming call 1. To start the conversation, click the call answer button or pick up the phone if the button is unavailable. 2. To decline a call, click the end call button. NOTE The type of the Call Center used in bpm online determines whether the answer button is displayed for an incoming call or not. For example, the answer button is available when working with Oktell Call Centre and is not available when working with Asterisk Call Center. If your telephone network supports this feature, and you would like to use it, open the Call Centre parameters setup page and select the [Enable picking up phone from application] checkbox. The setup page can be opened from the user profile. SUBSCRIBER IDENTIFICATION In bpm online, a subscriber is identified by the phone number during both an outgoing or an incoming call. 1. If a subscriber (a contact or an account) is identified by the phone number while calling, the name of the subscriber will be displayed on the call panel (Fig. 128). 135

137 Fig. 128 Subscriber identification 2. If the same phone number is specified for more than one contact or account, the list of those subscribers will be displayed on the call panel. To select the needed subscriber, click the subscriber's record in the list (Fig. 129). Fig. 129 Selecting one of the contacts found by the phone number 3. If you need to change the selected subscriber, open the additional menu next to the subscriber's name and select the [Select another record] option (Fig. 130). Fig. 130 Selecting another subscriber NOTE The information about the selected subscriber will be saved in the call history in the [Calls] section. bpm online customer service 136

138 User guide CONVERSATION MODE Once a call is received, on the panel, it switches from the dial mode to the conversation mode (Fig. 131). Fig. 131 Conversation mode To end the call, click the end call button or put down the phone. PUTTING CALLS ON HOLD While you are on a call, you can put the call on hold so that the subscriber is still on the line but cannot hear you. Click the button on the call panel to put a call on hold. Click the button to resume conversation. NOTE The call cannot be transferred or finished when it is on hold. TRANSFERRING CALLS TO ANOTHER NUMBER While you are on a call, you can transfer the call to another phone number. To do that: 1. Click the button on the call panel. An additional field will be displayed. Use this field to enter the phone number that you want to transfer the call to. Also, the calls history will become available on the tab. Use it to transfer the call to a subscriber that you recently contacted. 2. Enter the phone number or select the needed subscriber from the calls history and click the call button (Fig. 132). You can also find the needed subscriber by name. Fig. 132 Dialing when transferring the call 137

139 3. The call will be put on hold, and the system will start establishing the connection with the subscriber whom you transfer the call to. The information about subscribers will be displayed on the call panel (Fig. 133). Fig. 133 Connecting to another subscriber when transferring the call 4. To quickly transfer the call, put down the phone, so both subscribers will be connected, and you will be disconnected from the conversation. 5. To make an attended transfer, wait for the connection with the subscriber whom you transfer the call to. In case if the connection is successful, the call panel will display additional buttons used to finish the transfer or to cancel it (Fig. 134). Fig. 134 Conversation with a subscriber while transferring the call VIDEO CALLS In bpm online, you can make video calls if Webitel integration is configured in bpm online. Video communication is available only for internal calls. SETTING UP VIDEO CALLS You can enable/disable video calls in bpm online. To manage video calls setup: bpm online customer service 138

140 User guide 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the displayed page, select/deselect the [Use video] checkbox to enable/disable video calls. When video calls are enabled, during the call, you see the video image of the user that the connection is established with and share your own video image. VIDEO CALL MODE In the video call mode, the communication panel additionally contains the video area. At the bottom of this area, the following buttons are available: / play/pause buttons, that resume and pause the video stream, respectively. / sound on/off buttons. slider for managing the sound volume. activate/exit the full screen mode. Also, during the video call, the video area contains a scrollbar and a time indicator to show you the time that has passed from the beginning of the call. CALLS HISTORY You can view the recent calls history on the communication panel. It is available if the user is neither in a conversation mode nor searching for a subscriber. The history is also available when transferring a call to another number. The calls history chronologically displays the recent incoming, outgoing and missed calls, and brief information about the accounts/contacts that a connection was established with (Fig. 135). Fig. 135 The calls history 139

141 NOTE The number of calls displayed in the history can be set up in the Number of records on the Calls history tab system setting. The calls history displays information only about the latest communication session with a certain subscriber (account or contact). For example, if you call several numbers specified on the [Communication options] detail of a contact, the calls history will display one record for this contact with the number that was dialed last. If you called a subscriber and now you need to call another of his/her numbers, go to the contact/ account page from the calls history and make a call from the subscriber page. To do that, in the calls history, click the name of the contact/account. It is displayed as a link (Fig. 136). The subscriber page will open. On the page, select the needed number from the numbers available on the [Communication options] detail. You can call directly from the contact/account page by clicking either the phone number or the call button next to the number on the [Communication options] detail (Fig. 125). Fig. 136 Opening a contact page from the calls history If the same phone number is associated with several subscribers (contacts and/or accounts) in the system, then when the connection is established, different subscribers will be identified, and the calls history will display separate records for each contact/account (Fig. 137). Fig. 137 Calls history for one number associated with several users CALLS RECORDING AND PLAYBACK In bpm online, all external calls are automatically recorded, so they can be played back later. NOTE By default, the recording of internal calls is not available. It can be set up individually for your telecommunications system. To play back a recorded call, go to the page of the needed account or contact. On the [History] tab, select the needed record on the [Calls] detail and click the [Play] button (Fig. 138). bpm online customer service 140

142 User guide Fig. 138 Record playback Playback stops automatically when the record is over. Click the [Stop] button to stop the playback manually (Fig. 139). Fig. 139 Record stop AGENT STATUS MENU Agent status menu is displayed when you click the user image located in the top right corner of the screen (Fig. 140). Fig. 140 Agent status menu The list of available agent statuses depends on the telecommunications system that is used and can be set up in the [User status for message exchange] lookup. SEE ALSO Telephony setup in bpm online The [Calls] section 141

143 TELEPHONY SETUP IN BPM ONLINE Bpm online has a built-in integration feature with Webitel telephony service. Bpm online users can make internal calls just using the headset without any additional software installation. To use other telephony services in bpm online, additional settings needed. CONTENTS Settings can be applied to Webitel base telephony How to integrate with Oktell How to integrate with Asterisk How to integrate with Cisco Finesse How to integrate with TAPI How to integrate with CallWay How to integrate with Infinity How to integrate with Avaya SETTINGS CAN BE APPLIED TO WEBITEL BASE TELEPHONY Webitel telephony is a built-in service and is available during the first use of the system. A green indicator at the top right corner of the application indicates that the telephony runs correctly in bpm online (Fig. 141). Fig. 141 Agent status indicator You have to register your company's employees in bpm online to enable them to make internal calls directly from the application. NOTE See more details on how to register bpm online users in the How to add a new user in bpm online article. When adding a bpm online user, the system will automatically assign a Webitel extension number. It will be displayed on the [Communication options] detail of the contact page. By default, the phone number assignment starts from 100. Upon the next user registration, the following ordinal numbers will be assigned, for example, 101, 102, 103 etc. NOTE The telephone number is generated automatically based on the specified template. You can change the auto-numbering using the "Webitel user number mask" system setting. bpm online customer service 142

144 User guide Setting Webitel parameters 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. Select or remove the required checkboxes: a. [Disable Contact Centre integration] the checkbox allows you to disable a built-in Webitel integration. The call button will not be displayed on the communication panel of the application. b. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. c. [Use Web phone] the checkbox allows you to use a web phone. Remove the checkbox if you need to use the down-line phone. d. [Use video] the checkbox allows to make video calls on internal numbers. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH OKTELL In bpm online, the Oktell integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior Oktell configurations are performed by the telephony administrator. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 142). Fig. 142 Opening the [System settings] section 143

145 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Oktell protocol" system setting. 5. Click the [Save] button. Setting Oktell parameters These settings should be applied with each bpm online user who received Oktell integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Oktell server address] Oktell website address, for example, ws://oktell:4026. c. [Username], [Password] authentication user data. d. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. e. [Enable picking up phone from application] the checkbox allows you to use the answer button from the application upon receiving an incoming call. If the checkbox is not selected, the answer to the call will be performed using the telephone receiver. NOTE The [Enable picking up phone from application] checkbox will run if the telephone set supports the auto-answer function while receiving SIP Header Auto Answer. For example, most Cisco phones support this function by default. The Grandstearm phones require additional telephone configuration options. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH ASTERISK In bpm online, the Asterisk integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior Asterisk configurations are performed by the telephony administrator. bpm online customer service 144

146 User guide Asterisk provisioning 1. Create AMI user for bpm'online, specify the user's parameters in the manager.conf file, for example: [terrasoft] secret = terrasoft deny= / permit= / read = system,call,log,verbose,command,agent,user,originate write = system,call,log,verbose,command,agent,user,originate NOTE The deny and permit values should be replaced with the corresponding addresses. 1. Check the park feature activity and parameters of the features.conf file, for example: parkext => 700 parkpos => context => parkedcalls parkingtime => 45 ATTENTION! The parkingtime value refers to the maximum put on hold time. Upon the expiry of this time the subscriber will resume the conversation with the agent. The parkingtime value should be sufficiently long to avoid early call return. Setting bpm online messaging service The messaging service allows you to connect bpm online to the telephony using AMI protocol to connect to Asterisk and distribute call events between bpm online users. 1. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. 2. Specify the following parameters for Asterisk connector in the Terrasoft.Messaging.Service.exe.config configuration file: <asterisk filepath= url= Asterisk_name_or_server_address port= Asterisk_server_port username= Asterisk login secret= Asterisk password originatecontext= Outbound context parkinglotcontext= Parking context autopauseoncommutationstart= true queueextensionformat= Local/{0}@from-queue/n asyncoriginate= true sendringstartedonringingstate= true tracequeuesstate= false packetinfoconfig= Additional packages values to handle within the configuration /> See the list of Asterisk connector parameters in the following table. Parameter caption Parameter assignment FilePath URL Use this parameter for diagnostics of the system. It allows to repeat a set of events from the file. The default value should be empty. Asterisk server IP address parameter. Port AMI protocol port. By default,

147 OriginateContext parkinglotcontext AutoPauseOnCommutationStart queueextensionformat sendringstartedonringingstate tracequeuesstate The command is used to initialize the call from bpm online phone number. The parameter contains the caption of the context from which the call will be made to the user phone number. The default value for FreePBX is from-internal The context for call initialization to receive parking line. The default value is originatecontext. The checkbox is used for the correct work with Asterisk queues. If the checkbox is selected, the system will put the agent on a pause in all queues after answering the call. The feature is used to avoid the second call during the handling of the first one and/or putting the first call on hold. The call channel format while receiving the call from the queue. If using LocalChannel, the default value in FreePBX is Local/{0}@from-queue. The checkbox stands for the correct handling of the call from the queue. If this checkbox is selected, the system will display the call with the user after receiving the NewState event with the Ringing parameter by AMI. The default value is On. The checkbox is used to define the agent's status in the queues. It is used for debugging if the agent receives the second call from the queue while handling the first one in bpm online. Information about the status of agents is being written to the log file of the connector. The default value is Off. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 143). Fig. 143 Opening the [System settings] section bpm online customer service 146

148 User guide 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Asterisk (AMI) protocol" system setting. 5. Click the [Save] button. Setting Asterisk parameters These settings should be applied with each bpm online user who received Asterisk integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Number] Asterisk user line number. It matches with the phone number, by default. For example, to track the SIP/305 user line, specify the 305 value, and to track the SIP/ office line, specify the office value. c. [Outgoing call context] specify outgoing call context if it differs from the systemic one specified in the Terrasoft.Messaging.Service.exe.config file for this particular user. d. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH CISCO FINESSE In bpm online, the Cisco Finesse integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior Cisco Finesse configurations are performed by the telephony administrator. Setting the IIS server to connect to the Cisco Finesse To integrate bpm online with Cisco Finesse, set up the Internet Information Services (IIS) Manager 7 or higher and the Application Request Routing (ARR) for it. 1. Open the control panel and click the [Administrative Tools] link (Fig. 144). 147

149 Fig. 144 Opening administrative tools 2. Run the Internet Information Services (IIS) Manager in the opened window. 3. In the [Connections] area, select the server where bpm online application is deployed and open the [Application Request Routing] setting for it (Fig. 145). Fig. 145 Opening the [Application Request Routing] setting 4. Click the [Server Proxy Settings] link in the [Actions] area of the Application Request Routing settings (Fig. 146). bpm online customer service 148

150 User guide Fig. 146 Opening proxy settings 5. Select the [Enable proxy] checkbox in the displayed [Application Request Routing] area (Fig. 147). Fig. 147 Proxy enabling 6. Create a virtual directory with the finesse name (Fig. 148) at the same level with the bpm online deployed website. For example, if the website of the application is myhost:0000/bpmonline.com, then the finesse should be available at the myhost:0000/finesse address. 149

151 Fig. 148 Example of internal catalog creating 7. Find in the finesse directory the Web.config file (if no such file exists, you will need to create the file). 8. Replace the contents of the file with the following parameters: <?xml version= 1.0 encoding= UTF-8?> <configuration> <system.webserver> <rewrite> <rules> <rule name= ReverseProxyInboundRule2 enabled= true stopprocessing= true > <match url= api/(.*) /> <action type= Rewrite url= api/{r:1} logrewrittenurl= true /> </rule> <rule name= ReverseProxyInboundRule3 enabled= true stopprocessing= true > <match url= http-bind /> <action type= Rewrite url= logrewrittenurl= true /> </rule> </rules> <outboundrules> <preconditions> <precondition name= ResponseIsHtml1 > <add input= {RESPONSE_CONTENT_TYPE} pattern= ^text/html /> </precondition> </preconditions> </outboundrules> </rewrite> </system.webserver> </configuration> bpm online customer service 150

152 User guide NOTE Replace the value with the Cisco Finesse website IP address. As a result, the request forwarding records from bpm online website to Cisco Finesse will be dispalyed on the IIS URL Rewrites website tabs. Such records indicate of a successful setting. ATTENTION! If the URL-Rewrite menu is not displayed after the Application Request Routing setup, ensure that the IIS management console runs correctly using the IISmanager standalone (Inetmgr.exe), instead of server control. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 149). Fig. 149 Opening the [System settings] section 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Finesse protocol" system setting. 5. Click the [Save] button. Setting Cisco Finesse parameters These settings should be applied with each bpm online user who received Finesse integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Finesse server address] specify Cisco Finesse server address. c. [Agent Id], [Extension], [Password] specify Cisco Finesse user parameters. d. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 151

153 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH TAPI In bpm online, the TAPI integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior TAPI drivers configurations are performed by the telephony administrator. Installing bpm online messaging service The messaging service allows you to connect bpm online to the telephony using the integration protocol to connect to TAPI and distribute call events between bpm online users. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. The TAPI driver is required to be installed and configured on the same computer by the telephony administrator. NOTE To ensure that the TAPI driver runs correctly, use the Conference.exe utility that can be received from the support team. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 150). Fig. 150 Opening the [System settings] section 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Tapi protocol" system setting. bpm online customer service 152

154 User guide 5. Click the [Save] button. Setting TAPI parameters These settings should be applied with each bpm online user who received TAPI integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Line] user line number in TAPI. c. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH CALLWAY In bpm online, the CallWay integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior CallWay configurations are performed by the telephony administrator. Setting bpm online messaging service The messaging service allows you to connect bpm online to the telephony using the integration protocol to connect to CallWay and distribute call events between bpm online users. 1. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. 2. Specify the CallWay server address in the Terrasoft.Messaging.Service.exe.config file: <callway url= CallWay_server_address login= XXX password= XXX port= restoreconnectioninterval= 2000 /> See the list of configuration file parameters in the following table. Parameter caption Parameter assignment url CallWay server IP address parameter. 153

155 login Integration protocol login and password. password port Integration protocol port. By default, restoreconnectioninterval The time interval to reconnect integration messaging service to the CallWay telephony server, if a failure occurs. The value is specified in milliseconds and is by default. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 143). Fig. 151 Opening the [System settings] section 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on CallWay protocol" system setting. 5. Click the [Save] button. Setting CallWay parameters These settings should be applied with each bpm online user who received CallWay integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Agent internal number] CallWay user phone number. c. [Routing rule] specify the routing rule if it is required for the CallWay configured server. bpm online customer service 154

156 User guide d. [Use CallWay client] select the checkbox if an employee uses CallWay internal client. While using the CallWay internal client, the answer button in the application becomes available. e. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH INFINITY In bpm online, the Infinity integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior Infinity configurations are performed by the telephony administrator. Installing bpm online messaging service The messaging service allows you to connect bpm online to the telephony using the integration protocol to connect to Infinity and distribute call events between bpm online users. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 143). Fig. 152 Opening the [System settings] section 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 155

157 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Infinity protocol" system setting. 5. Click the [Save] button. Setting Infinity parameters These settings should be applied with each bpm online user who received Infinity integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Infinity server address] Infinity server address. c. [Line] specify the telephone number of the line which will be used for the call. d. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online HOW TO INTEGRATE WITH AVAYA In bpm online, the Avaya integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the Software licensing and License distribution articles. The integration can be performed if all prior Avaya configurations are performed by the telephony administrator. Setting bpm online messaging service The messaging service allows you to connect bpm online to the telephony using TSAPI integration protocol to connect to Avaya and distribute call events between bpm online users. NOTE To ensure that TSAPI protocol works correctly, use the DMCC Dashboard utility. The TSAPI basic user license is required for TSAPI protocol. The number of the licenses should correspond to the number of bpm online users who simultaneously use integration with Avaya telephony. bpm online customer service 156

158 User guide NOTE To integrate with Avaya telephony, it is required to have Avaya Application Enablement Services (AES) component within the telecommunication system. The integration is available for AES version of 5.2 server and up. 1. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. 2. Specify the following parameters in the Terrasoft.Messaging.Service.exe.config configuration file: <avaya serverip= port= 4721 usesecuresockets= False ctiuser= psw= protocolversion= ecma-323/csta/ed3/priv6 switchname= CM See the list of configuration file parameters in the table below. Parameter caption avaya serverip port usesecuresockets ctiuser psw protocolversion switchname AES server address. Parameter assignment Connection port to AES server. Default value: 4721 for the unsecured connection or 4722 for the secured connection. The checkbox for the encrypted connection usage requires adding a certificate. By default, False. Avaya AES (Avaya AES user login) username. Avaya AES user password. The protocol used to connect to AES server. the default value: ecma-323/csta/ed3/priv6. Avaya (hostname Avaya switch) hostname switch. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 143). Fig. 153 Opening the [System settings] section 157

159 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Avaya (DMCC, TSAPI) protocol" system setting. 5. Click the [Save] button. Setting Avaya parameters These settings should be applied with each bpm online user who received Avaya integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] the checkbox allows you to disable bpm online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Agent's Id], [Password] agent's data on Avaya server. c. [Number] agent's number of Avaya server. d. [Enable debugging] the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO Telephony in bpm online bpm online customer service 158

160 User guide SELF-SERVICE PORTAL Self-service portal is designed for self-registration of cases without contacting a service team, as well as receiving prompt answers to the most frequently asked questions. The portal is an alternative to submitting cases by phone or . In addition to registering cases online, the portal can be used to monitor the progress of the support team on the cases. CONTENTS Getting started Self-service portal main page The [Cases] section of the self-service portal The [Knowledge base] section of the self-service portal 159

161 Getting started GETTING STARTED To use the self-service portal functionality, you need to register the portal users and provide them with the appropriate licenses and access rights. CONTENTS User registration by administrator User self-registration Password recovery USER REGISTRATION BY ADMINISTRATOR To register a user, you need to add an account to an existing contact in the [Users and roles] section and include this account in the organizational structure element with the corresponding access rights. You can add an account manually or import it from LDAP. Adding a user account To add a user account manually: 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [Users and roles management] link in the [Users and administration] block. The [Users and roles] section will open. 3. Open the [Organizational structure] view. 4. In the [All portal users] group, add a new user and grant a license to the portal functionality. As a result, the user will get all access rights that are granted to the selected group. Inform the user about the login credentials for the self-service portal authentication. Portal users access rights by default By default, all portal users have the following access rights: The right to add, edit and delete records in the [Cases] section of the portal. Only records that were added by the current user are displayed in the section. The right to read articles in the [Knowledge base] section of the portal. While adding new knowledge base articles within the main application, the portal users are automatically granted the right to read these articles. The right to edit the portal main page. The right to change the password in the user profile page. The right to use folders within the portal sections in a read-only mode. The right to post comments and click the "like" button for technical team comments on the cases and knowledge base pages or simply use the communication panel. Also, the user is able to edit and delete own comments. USER SELF-REGISTRATION The users can perform portal registration by themselves. In this case, all the required licenses and access rights will be granted automatically. bpm online customer service 160

162 User guide ATTENTION! Before using the functionality for portal users registration and password recovery, it is recommended to configure sending parameters that are available in the "Sending s" folder of the [System settings] section. An address must be specified as a username, which will be used for s. To perform self-registration on the portal: 1. Click the [Register] link in bpm online authorization page(fig. 154). Fig. 154 Registering user on the portal 2. On the displayed page, enter the required registration data and click the [Register] button. 3. On the specified address, an with a link will be sent. Follow the link to proceed with the registration. NOTE The template that is sent to the users in the process of registration can be edited in the [ templates] lookup. 4. After confirming the registration, you can log in using your registration data. Use the address as a username. PASSWORD RECOVERY In case you forgot your password to access the self-service portal: 1. Go to bpm'online login page and enter your address that was specified during the registration in the [Login] field, then click the [Forgot your password?] link. (Fig. 155). 161

163 Getting started Fig. 155 Password recovery 2. An with a link will be sent to the specified address. After clicking this link, a special page for entering a new password will be displayed. SEE ALSO Users and roles management Synchronization of user accounts and roles with LDAP bpm online customer service 162

164 User guide SELF-SERVICE PORTAL MAIN PAGE The SELF-SERVICE PORTAL MAIN PAGE allows the portal users to quickly access all up-to-date information and the most commonly used operations. For example, on the main page, the user can set up the appearance of the list of cases and configure the widget for knowledge base article search. By default, the portal user accesses the main page right after the authorization. The portal user has the default right to read the main page. NOTE The self-service portal page that is displayed after the user authorization is complete, is defined in the [Portal start page] system setting. NOTE The list of the default access rights is described in a separate article. Use the side panel (Fig. 156) to open the main page. Fig. 156 Switching to the portal main page By default, the main page of bpm online customer service portal contains: A banner configured by using the web page dashboard component. When the banner is clicked, bpmonline.com will be displayed in a new browser tab. A widget containing the string for knowledge base article search. A widget with the list of cases submitted by the current portal users. A widget with the list of popular knowledge base articles. CONTENTS Widgets of the self-service portal main page How to set up the self-service portal main page WIDGETS OF THE SELF-SERVICE PORTAL MAIN PAGE The main page of the bpm online customer service portal contains several widgets that display the following program modules: [Search string module Knowledge base articles] a command line module that allows the user to perform search in the [Knowledge base] section (Fig. 157). 163

165 Self-service portal main page Fig. 157 Knowledge base search string To perform search using this module, enter the key words or the desired information in the search string and click GO or press the [Enter] key. As a result, the [Knowledge base] section will open. The records in the section will be already filtered according to the criteria you have set up. The text that you have entered will be placed between two percent signs % to enable searching by text selection (Fig. 158). Fig. 158 Knowledge base articles search [Portal user cases list] a module that displays the list of cases submitted by the current portal user. The records are sorted in descending order of the registration date. When the [Add] button is clicked on the widget of the module, the user will be transfered to the new case page (Fig. 159). Fig. 159 The [My cases] widget [Popular portal articles] a module that displays the list of knowledge base articles sorted in descending order of the number of likes ( ). When the [Go to] button is clicked on the widget of the module, the user will be transfered to the list of articles in the [Knowledge base section] (Fig. 160). bpm online customer service 164

166 User guide Fig. 160 The [Popular articles] widget SEE ALSO Self-service portal main page How to set up the self-service portal main page HOW TO SET UP THE SELF-SERVICE PORTAL MAIN PAGE Setting up the main page of the self-service portal is performed by the system administrator in the main application. To configure the page, open the system designer by clicking the button at the top right corner of the application. Then click the [Set up portal main page] link in the [System setup] block (Fig. 161). Fig. 161 Switching to main portal page setup NOTE You can set up the portal main page only if you have the right to perform the "Access to portal main page setup module" system operation (CanManagePortalMainPage). To set up system operation permissions, use the [Operations permissions] section. Setting up the portal main page is similar to setting up section analytics. SETTING UP SEVERAL TABS OF THE PORTAL MAIN PAGE On the bpm online self-service portal, you can set up several tabs on the main page in the same manner as you set up dashboard tabs in the [Analytics] view. Besides that: If you set up only one tab, the tab area will not be displayed on the main page. If you set up several tabs, the main page will contain the tab area displaying the titles of the corresponding page tabs. In this area, the user can switch to the needed tab by clicking on its title (Fig. 162). 165

167 Self-service portal main page Fig. 162 Switching between the portal main page tabs By default, all portal users are granted the permission to read a new panel on the portal main page. If necessary, you can change the access rights settings in the [Objects permissions] section. IMPORTANT THINGS TO REMEMBER WHEN SETTING UP THE PORTAL MAIN PAGE. When configuring the main page of the self-service portal, the portal user access rights must be taken into account. In bpm online customer service, the portal user access rights are limited and comply with the least access principle which means that the user is prohibited to perform any action that he/she doesn't have a permission to. If the main page contains the information that the user doesn't have the permission to read, this information will not be display on the portal. For example, if you supplement the main portal page with a chart displaying the data from the [Contacts] section. So, when you configure the portal main page: Firstly, consider the default permissions that the portal user is granted. For example, you can set up the list of knowledge base articles that has been liked by the current portal user, so the list will be displayed on the portal main page. If you want to supplement the main portal page with the dashboards displaying the data that the user does not have a read permission for, set up the corresponding permissions in the [Object permissions] section. NOTE The list of the portal user default permissions is described in a separate article. SEE ALSO Getting started Self-service portal main page Widgets of the self-service portal main page bpm online customer service 166

168 User guide THE [CASES] SECTION OF THE SELF-SERVICE PORTAL The CASES section of the self-service portal is used for cases registration by users and serves as a communication channel between the users and service engineers. The functionality of the [Cases] section on the self-service portal is represented by a a simplified version of the [Cases] section of the main application. Autocomplete and scheduling logic of these fields in the [Cases] section of the portal is similar to the logic of the corresponding fields in the [Cases] section of the main application. Cases that are registered on the self-service portal are displayed in the [Cases] section of the main application. In this case, the fields [Contact] and [Source] of the cases page within the main application is filled automatically. The name of the customer who registered a case will be specified in the [Contact] field. The [Source] field will be filled with the Self-service portal value. CONTENTS Case page Common data The [Feed] tab The [Attachments] tab SEE ALSO The [Cases] section CASE PAGE The case page consists of the field group that contains general data, and several tabs. COMMON DATA General information about case. Subject Service Number Scheduled response time Scheduled resolution time Brief description of the case. Service that presupposes processing the case. Upon filling this field on the case page, the [Category] field of the main application is filled in automatically. Case number. The system automatically generates numbers in accordance with a specified pattern. This is a non-editable field. Planned term that is calculated starting from the case registration till its processing. It is automatically calculated in accordance with the selected service. This is a non-editable field. An indicator of the remaining time or the delay from the actual response time is displayed to the right of the field. Time limit for resolving the case. It is automatically calculated in accordance with the selected service. This is a non-editable field. An indicator of the remaining time or the delay from the actual resolution time is displayed to the right of the field. 167

169 The [Cases] section of the self-service portal THE [FEED] TAB Feed messages connected to the current case. The tab is used as a communication channel between the users and the system engineers who are involved in the case resolution. By default, users of the portal can add comments to the posts that are not assigned the Closed status. Comments to the cases posted on the self-service portal are also displayed on the communication panel. THE [ATTACHMENTS] TAB Use this detail to store files and links related to the case. For example, images that illustrate the error. SEE ALSO The [Cases] section bpm online customer service 168

170 User guide THE [KNOWLEDGE BASE] SECTION OF THE SELF-SERVICE PORTAL The KNOWLEDGE BASE is an electronic repository of useful information that will be helpful for the users of the self-service portal while searching for a solution to the problem. For example, here you can find answers to the frequently asked questions, tips and instructions on how to resolve an incident. Articles from the [Knowledge base] section, as well as comments on them in the read-only mode are displayed on the self-service portal from the main application. The portal user is able to click the "like" button and leave a comment on the articles. CONTENTS Knowledge base article page Common data The [General information] tab The [Attachments] tab SEE ALSO The [Knowledge base] section KNOWLEDGE BASE ARTICLE PAGE The knowledge base article page consists of the field group that contains general data, and several tabs. Input area of the article and all the fields on the knowledge base page can not be edited, except for the comments fields. COMMON DATA General information about the article. Name Type Modified by Modified on Knowledge base article title. Knowledge base article type, for example, Rules and regulations or FAQ. User who last edited the article. Date and time of the last modification of the knowledge base article. THE [GENERAL INFORMATION] TAB The tab contains text input area and additional areas for the article comments. Solution Page area to enter the content of the article. The name of this area is not displayed on the page. Comments area The bottom part of the tab contains the comments area. Functionality of this field is identical to that in the [Feed] section of the system. Comments on the knowledge base articles posted from the selfservice portal are also displayed on the communication panel. 169

171 The [Knowledge base] section of the self-service portal THE [ATTACHMENTS] TAB Use this detail to store files and links related to the knowledge base article. For example, from this detail you can download documents or useful links connected to the article. SEE ALSO The [Knowledge base] section bpm online customer service 170

172 User guide MOBILE APPLICATION CONTENTS Installation and synchronization Online/offline mode specifics Mobile application wizard 171

173 Installation and synchronization INSTALLATION AND SYNCHRONIZATION Bpm online mobile wizard is available for the download at the app stores: Use the App Store for iphone, ipad and ipod devices. Use the Google Play for the devices that use Android operation system. To start working with bpm online mobile application, it is required to set up a partnership with the main application and perform initial synchronization to receive the data. To do this: 1. On the mobile application setup page, specify bpm online server address where the main application is deployed. Also, enter your username and password (Fig. 163). Fig. 163 Example of initial mobile application setup 2. Click the [Synchronization] button. As a result, the application structure will be updated taking into account settings from the main application. After that, you can get started with the mobile application. bpm online customer service 172

174 User guide ONLINE/OFFLINE MODE SPECIFICS There are two modes available for the mobile application in bpm online: online and offline. You can select the preferable mode in the Mobile application operation mode system setting. NOTE Only that data for which the user is granted an access rights will be displayed on the user's device regardless of working mode. If you select the online mode, the synchronization with the main application will take place continuously at both directions. For example, if the user adds a task using mobile application, this task will be displayed in the main application at once and vice versa. NOTE To work properly in the online mode, the user should have an Internet connection to bpm online server. In the process of using the offline mode, the mobile application user should synchronize periodically with the main application to save the changes made using the mobile device on bpm online server. To do this: 1. Open the [Settings] section of the mobile application. 2. On the opened page, click the [Synchronization] button. As a result, the data from the main application will be displayed in the mobile application and the main application will display the records that were created using the mobile application. In case if you have modified the same system objects either from the main application or from the mobile application, for example, you have made changes to the activity length, the last change will be applied during the synchronization. Synchronization with the main application is performed by the OData protocol using the server logic after the synchronization. For example, there is a business process setup in the main application according to which if the opportunity moves to the next stage, an activity is generated in the system. Therefore, when the opportunity moves to such stage, the mobile application synchronization with the main application will be performed. According to the logic, an activity will be created within the main application and after that it will be displayed in the mobile application of the user. The user who works in the online mode will not be able to notice this specifics. The user who works in the offline mode is required to perform synchronization for the activity to be displayed. 173

175 Mobile application wizard MOBILE APPLICATION WIZARD Use the mobile application wizard to configure the mobile application in bpm online. The wizard allows you to configure the sections that will be displayed in the mobile application specifically for each user role. You can set up lists by using workplaces. For example, the [Opportunities] workplace in the mobile application can be available only for the Sales managers role and contain only those sections that are necessary for the manager while working outside the office. You can customize the section list of the workplace as well as its pages and details by using mobile application. For example, you can customize the page of the [Accounts] section that is included in the [Opportunities] workplace by displaying only that kind of information required for the sales manager while working outside the office, i.e. account name, its address and communication options. NOTE Modifications made to the bpm online configuration when working with the mobile application wizard are stored in the package specified in the Custom system setting. If no package is available for the user or no package is specified in the Custom system setting, then the system will ask you to select another package from the list of the available packages when you open the section wizard. ATTENTION All changes made to the configuration by using the mobile application wizard will be applied to all users after mobile application synchronization with bpm online. To start working with the wizard, open the system designer and click the [Mobile application wizard] link in the [System setup] block. NOTE You can open the section wizard only if you have the right to perform the [Mobile app setup] system operation. The mobile application wizard includes; 1. Setting up the workplace list and section list that are displayed in the workplace. 2. Sections customization allows you to set up the view of: a. Section list. b. Section page. c. Section detail. CONTENTS Setting up the workplace list Setting up mobile application section Setting up a section list Setting up a section page Setting up a section detail SETTING UP THE WORKPLACE LIST After starting the mobile application wizard, the page with the workplace list setup will be opened (Fig. 164). Use this page to add new workplaces or change the settings of the existing ones. bpm online customer service 174

176 User guide Fig. 164 The workplace list To add a new workspace, click the [Add workplace] button on the page. To modify the existing workplace, select the required record from the list and click the [Open] button. The workplace setup page (Fig. 165) will open. Fig. 165 The workplace setup page Perform the following settings on the workplace setup page: Specify the caption of the workplace; Specify the code that is used by the system to identify the workplace; Use the [Roles] detail on the [Access rights] tab to define user roles whose workplaces will be available in the mobile application. By using the [Set up sections] button, set up the sections list that will be displayed in the workplace. SETTING UP SECTIONS LIST OF THE WORKPLACE To set up sections list of the workplace, click the [Set up sections] button of the workplace setup page. 175

177 Mobile application wizard On the opened page (Fig. 166), you can add additional sections, change its location by using the and buttons, as well as hide the sections. In addition, you can set up the sections specifically for each workplace, taking into account the list, pages and details. Fig. 166 The workplace sections setup NOTE The mobile application structure contains only the sections that have been already created in bpm online. Use the section wizard of the main application to add a new section to bpm online. SETTING UP MOBILE APPLICATION SECTION The mobile application wizard allows you to set up the sections view specifically for each workplace. Opening the section setup is performed from the sections workplace list page. Section setup consists of three actions: Setting up a section list Setting up a section page Setting up a section detail SETTING UP A SECTION LIST To setup a section list, select the required section from the section list and click the [List setup] button that will be displayed below the selected record (Fig. 167). bpm online customer service 176

178 User guide Fig. 167 Switching to section list setup On the opened page (Fig. 168), you can add the columns required to be displayed, change their location and hide them. Fig. 168 Setting up a section list The list can only display two columns. To change the order in which the column will be displayed, select it and then drag it to the required position holding the left mouse button. SETTING UP A SECTION PAGE To setup a section page, select the required section from the displayed section and click the [Page setup] button that is displayed below the selected record(fig. 169). 177

179 Mobile application wizard Fig. 169 Switching to section page setup The section page contains the [General information] fields group that is required. In addition, multiple embedded details and groups of columns can be included in the section page (Fig. 170). Fig. 170 Setting up a section page bpm online customer service 178

180 User guide SETTING UP AN EMBEDDED DETAIL A section page can contain multiple embedded details. You can add, edit or hide them. To add a new detail, select the [Embedded detail] option from the [Add] menu. In the displayed window (Fig. 171): 1. Select the detail to be added. 2. Specify the detail caption. 3. Select an object column and a detail column to connect an object and a detail. 4. Save the detail. Fig. 171 Setting up an embedded detail SETTING UP A FIELDS GROUP: A page can contain multiple fields groups. You can add, edit or hide any of them except for the [General information] columns group that must be always displayed on the section page. To add a new fields group, select the [Columns group] option from the [Add] menu. In the displayed window, enter the title, the name of the columns group and save the settings (Fig. 172). Fig. 172 Setting up a field group 179

181 Mobile application wizard Setting up fields of embedded details and fields groups. Setting up columns of embedded details and fields groups is similar to setting up section fields. SETTING UP A SECTION DETAIL Section detail is a regular detail that is located within the mobile application separately from the record page and is available either from the actions menu of the section or the detail area (depending on the display size of the mobile device). A section can have multiple details. To setup a section detail, select the required section from the list and click the [Detail setup] button (Fig. 173). Fig. 173 Switching to section detail setup In the displayed window, you can add, set up and delete details (Fig. 174). Read more Fig. 174 Setting up a section detail NOTE By default, a section detail displays only one field which is the main field of the detail object, for example, for the [Activities] object such field is the [Subject] field. If the section whose object corresponds to the detail object is configured in the mobile application, the corresponding detail will contain the same number of columns as in the section. bpm online customer service 180

182 User guide INTERFACE SETUP CONTENTS Section setup Setting up section details Content designer Analytics setup The MS Word printables setup Workplaces setup Logo customization Color customization 181

183 Section setup SECTION SETUP To add new sections to the system or to modify the functionality of the existing sections, use the section wizard. Use the section wizard to set up section base properties, its pages and list. ATTENTION! Modifications made to the bpm online configuration when working with the section wizard are stored in the package specified in the Current package system section. If a package that is unavailable for the user or no package is specified for the Current package system setting, then the system will offer you to select another package from the list of available packages when you open the section wizard. To manage packages, use the [Configuration] section, and to manage system settings, use the [System settings] section. NOTE All modifications made to the configuration by using the section wizard, for example, adding new objects or columns to the existing objects, are applied when saving the section. To add a new section via wizard, open the system designer by clicking the button in the upper right corner of the application. Click the [Section wizard] link in the [System setup] block (Fig. 175). Fig. 175 Adding a new section ATTENTION! You can open the section wizard only if you have the right to perform the [Access to Configuration section] system operation. To modify an existing section, open it and select the [Open section wizard] option from the [View] menu (Fig. 176). Fig. 176 Editing an existing section The section wizard consists of three setup pages: 1. Section base properties page. bpm online customer service 182

184 User guide 2. Page designer. 3. List setup page. Navigate through the wizard pages using the buttons located in the upper right part of the window. Use the and buttons to go to the the next or previous wizard step (Fig. 177). Fig. 177 Going to the next wizard step NEXT IN THIS CHAPTER Setting up section properties Setting up section pages Setting up a section list SETTING UP SECTION PROPERTIES In the first wizard step, define the general properties of the section, for example, the caption, workplace to which the section is included, and its pages (Fig. 178). Fig. 178 Section base properties page [Home] upload the section icon file. The icon will be displayed in the application side panel. [Feed] upload the file of the icon that will be displayed beside feed messages that were left in the section. [Section code] section name by which the application identifies the section. The section code cannot contain the non-latin characters and white spaces. The field becomes non-editable once you move to the next section wizard step. NOTE The section code must contain the prefix. The prefix value is specified in the Prefix for object name system setting. By default, the Usr value is specified in the system setting. 183

185 Section setup [Caption] section title. If you leave the field empty, it will be filled in automatically with the section code. [Workplace] workplace in which the section will be included. If you leave the field empty, the section will not be available in the application side panel. You can include the section in the workplace later by modifying the workplace settings. Setting up section record types [Several edit pages] select the checkbox if different pages should be used for records of different types in the section. If no lookup fields have been added to the section object, the [Type] field will be automatically added to it. Also, when you save the changes made to the section by using the wizard, the object of the lookup that will be used as a value source for this field will be added. The checkbox becomes active if the [Section code] field is filled in. ATTENTION! The [Several edit pages] checkbox cannot be cleared. [Field contains information about the record type] displays the name of the section record type field. If lookup fields have been already added to the section, they will be available in the drop-down list of this field. When adding a new section, the [Type] field is automatically specified. This field was added when selecting the [Several edit pages] checkbox. [Record types] add the section record types (Fig. 179). Fig. 179 Adding a section record type ATTENTION! When you save changes made to the section by using the wizard, a new record will automatically be added to the lookup of the field specified in the [Field contains information about the record type] field. If the lookup of the field specified in the [Field contains information about the record type] field contains values, they will be available in the menu of the [Add] button. You can add a new record or use the existing values. To delete a record from the detail, click the [x] button next to the record. ATTENTION! When you change the value in the [Field contains information about the record type] field, the section record type settings will be lost. SETTING UP SECTION PAGES To modify section pages, use the page designer that is a part of the section wizard. NOTE You can go to the page designer once the section general properties are defined. bpm online customer service 184

186 User guide To open the page designer of the existing section, open the needed page in the section and select the [Open section wizard] option from the [View] menu. You can also open the page designer by selecting the [Open page designer] option from the [View] menu of the newly added section page. To open the page designer in the section wizard, click the [Page]/[Pages] button of the wizard navigation panel or the and buttons. If the section contains several record types, in the menu of the [Pages] button, select the page you want to set up (Fig. 180). Fig. 180 Opening the page designer of a particular page The page designer (Fig. 181) includes three functional areas used to set up the page fields (1), tabs (2), details and field groups (3). Fig. 181 The page designer NEXT IN THIS CHAPTER Setting up the page fields Setting up page tabs Setting up page details and field groups SETTING UP THE PAGE FIELDS To set up the page fields that will be displayed on the top of the page (above the tabs) or those page fields that will be displayed in each tab, use the fields setup area (Fig. 182). 185

187 Section setup Fig. 182 Fields setup area Managing page fields is identical to managing list columns of the section. For example, you can add or hide fields, change their width and location on the page layout. Additionally, the page designer enables you to change the field height by using the [-] and [+] buttons, and fit it in one click to all available width by using the [Autofit width] button. To add an existing column, select the [Existing column] option. To hide the field, select it and select the [Delete] option. ATTENTION! Removing the field from the page does not lead to removing the column from the object. To add a new field to the section, from the button menu, select the needed field type (Fig. 183). Fig. 183 Adding a new field to a section ATTENTION! When you add a new field to a section, the corresponding column is added to the section object. In the opened window (Fig. 184), define the field parameters. bpm online customer service 186

188 User guide Fig. 184 The window used to add a new column to the section object The set of fields in the window used to add new columns can differ depending on the type of the added field. COMMON PARAMETERS FOR ALL COLUMN TYPES [Caption] column and field caption that will be shown on the page. [Name] unique internal name of the column. If the column with the same name already exists, the system will inform you by displaying a warning message. [Is required] checkbox indicates whether the new field is required. This checkbox is not available when creating columns of a Boolean type. [Read-only] select the checkbox if the new field should be non-editable. [Hide caption] select the checkbox if you don't want the field to be displayed on the page. [Text size] style for displaying the field data, for example, Caption or Text. ADDITIONAL PARAMETERS (DEPENDING ON THE COLUMN TYPE): [String length] maximum number of characters in the text field. Maximum number of characters can be 50, 250 and 500. You can also add fields with unlimited number of characters. The field is available only for the String field. 187

189 Section setup [Multiline] enable entering multiple lines of text in the field. The field is available only when creating a String field. [Decimals] maximum number of digits after the decimal point in the decimal numeric field. The field is available only when creating a decimal numeric field. [Format] data format of the field. The Date field can display either a date or both date and time. The field is available only when creating a Date field. Parameters for the Lookup column type [Existing lookup] select this option and in the displayed [Lookup] field, select the lookup object. Any system object can be used as a source of values for a lookup field. [New lookup] select the option if you need to add a new lookup to the system. In the displayed fields, enter the caption and name for the new lookup. NOTE The new lookup will not be automatically registered in the system. Register it manually in the [Lookups] section if necessary. [Display as drop-down list] select the checkbox if the field values must be displayed as a list. SETTING UP PAGE TABS To set up the page tabs, use the area (Fig. 185) located under the fields setup area. Using the functionality of the tabs setup area, you can add new tabs, edit existing ones, and manage the order in which they are displayed on the page. By default, the area already contains the [General information] and [Feed] tabs. Fig. 185 Page tabs setup area To set up page tabs, click the [Configure] button in the right part of the area. The tabs setup window will open (Fig. 186). bpm online customer service 188

190 User guide Fig. 186 The page tabs setup window [Show code]/[hide code] show/hide the tab name that the system will use to identify the tab. [Save] save changes made in the window. SETTING UP TABS To add a new tab on the page, click the [Add] button of the tabs setup window. In the opened window, enter the caption for the new tab and click the [Save] button of the field (Fig. 187). Fig. 187 Adding a new tab on the page To change the tab caption, select it in the window list. To change the tab position on the page, use the [Up] and [Down] buttons in the tab edit mode, and save the field. To delete the tab, click the [x] button next to the tab record. The [x] button is not displayed in the record edit mode. To remove the record selection, select another record or save the selected one. SETTING UP PAGE DETAILS AND FIELD GROUPS Using the page designer, you can add new details on the page, edit or delete the existing ones, define the order of display. To add a detail or a field group on the page, open the tab where the detail should be located, and from the [Add] button menu select the option to add a detail or a field group (Fig. 188). 189

191 Section setup Fig. 188 Adding a field group on a tab ADDING A FIELD GROUP ON THE PAGE To make working with page information easier, the page fields can be combined into groups. For example, the record of the [Accounts] section contains the [Categorization] field group used to categorize companies by various parameters. From the [Add] button menu of the needed tab, select the [Add fields group] option (Fig. 188). In the opened fields group setup window, enter the name for the group of fields and click the [Save] button (Fig. 189). Fig. 189 Saving a field group As a result, the empty fields setup area will be added on the tab. Use the button menu to add the needed fields. To rename the field group, click the [Configure] button (Fig. 190). In the opened window, enter a new caption and save changes. Fig. 190 Renaming a field group To delete a field group, click the [x] button of the detail toolbar. You can also delete a field group by clicking the [x] button in front of the needed field group in the field group order setup window. bpm online customer service 190

192 User guide ADDING DETAILS TO A PAGE To add and customize details, use the detail wizard. To display a detail on the page, open the tab where the detail should be located, and from the [Add] button menu, select the [Add detail] option (Fig. 191). Fig. 191 Adding a detail to the page tab The detail setup window will open (Fig. 192). Fig. 192 The detail setup window [Detail] from the list of available details, select the detail you want to add on the page. [Caption] detail name. This is a non-editable field. [Detail column] column of the object by which it is connected to the object of the current section. For example, the [Activity] object can be connected to the [Contact] object by the [Author], [Owner], and [Contact] columns. If the object can be connected to the object of the current section only by one field, the field is filled in automatically with this column. [Column of object...] column of the section object by which it is connected to the detail object. For example, the [Id] column is specified for the [Contact] object. As a result, a new detail will be added to the page. This detail will display the list of records of the object specified in the [Detail] field. The list will display only the records whose values in the column specified in the [Detail column] field correspond to the values of the section object column specified in the [Column of object...] field. To change the settings of the current detail, click the [Configure] button of the detail toolbar (Fig. 193). 191

193 Section setup Fig. 193 Setting up parameters of the existing detail To delete a field group, click the [x] button of the detail toolbar. You can also delete the detail by clicking the [x] button in front of the needed detail in the detail order setup window. CHANGING DISPLAY ORDER FOR FIELD GROUPS AND DETAILS To change the display order of details on a page, click the [Change order] button of the detail setup area. A window will open, where you can set up the display the order for details and field groups. It will display the list of all details and field groups added on the tab. The window functionality is identical to that of the tabs setup window. SEE ALSO Setting up section details SETTING UP A SECTION LIST In the third wizard step, you can define the columns to be displayed in the section list and their layout. In addition, you can choose the view that can be a list or tile. The standard tools of the columns setup are used when setting up the section columns. bpm online customer service 192

194 User guide SETTING UP SECTION DETAILS To add new details or edit existing ones in the sections, use the detail wizard. The details that were created using the detail wizard can be added to the sections using the section wizard. NOTE Modifications made to the bpm online configuration when working with the detail wizard are stored in the package specified in the Current package system section. By default, the [Custom] package is used. START THE WIZARD To add a new detail using the detail wizard, open the system designer and click the [Detail wizard] link in the [System setup] block. To modify an existing detail, select the [Detail setup] option in the detail menu. ATTENTION! You can open the detail wizard only if you have the right to perform the [Access to Configuration section] system operation. The detail wizard consists of two steps: 1. Setting up detail properties. 2. Detail page setup. SETTING UP DETAIL PROPERTIES On the first wizard step, define the general properties of the detail, for example, the [Caption] and [Object] of the detail (Fig. 194). Fig. 194 Main properties of the detail NOTE If the object of the detail does not exist in the system, it can be added using the [Configuration] section. DETAIL PAGE SETUP On the second wizard step, you can set up the detail edit page. If there is a page for the selected object, you can just edit it. ATTENTION! If the detail contains pages for records of various types, you can edit them using the detail wizard. To do this, select the needed type in the [Page] wizard step. 193

195 Setting up section details The detail wizard will be displayed at the second step (Fig. 195). This step consists of three main blocks: Use the [Add new column] block to add columns that are missing within the detail object. Use the [Add existing column] block to add columns that exist within the object. Use the right area of the wizard to edit page layout. To add fields on the detail page, drag the corresponding columns and drop them into the right area of the wizard. Modify their width and place them in the right order. In a separate window, specify the caption of each field and set the other field parameters if needed. Fig. 195 Detail page wizard ATTENTION! When you add a new detail for any section, it is important to add a column to connect the detail to the section. After setting up the detail page, save the detail. Once you saved the settings, you can add the detail to a new section or an existing one using section wizard. SEE ALSO Section setup bpm online customer service 194

196 User guide CONTENT DESIGNER Create and store separate web pages in bpm online that can be further used in the system for templates and bulk s. Use the content designer to create web pages (Fig. 196). The designer allows you to create pages that contain text or images and other elements to be displayed using the Internet browser. Fig. 196 The content designer The content designer consists of two areas. The blocks library (1) The area displays a list of pre-configured blocks that can be added on the web page. The blocks can contain images and text elements in different styles. The blocks are stored in the [Content blocks library] lookup and can be added using the HTML elements base content element by the system administrator. The working area (2) It is the area where the content of the page is created. The pre-configured blocks that can be added on the web-page comprise the following base content elements: Text element. Use this element to add text information on the web-page. Image. Use this element to add image on the web-page. The image can be clickable, for example, if it is an advertising banner. HTML element. Use this element to create a web-page with a complex html markup or to locate an element that is not available in the content library, for example, a video. CONTENTS How to create a web page using the content designer HOW TO CREATE A WEB PAGE USING THE CONTENT DESIGNER To create a web page using the content designer, it is required to perform the following actions: Define the properties of the page; Add the required blocks from the library; 195

197 Content designer Locate the blocks in the correct order; Edit the content elements. NOTE These actions can be performed in the order that makes sense to you, for example, you can modify the width of the page after the content is created in full. HOW TO DEFINE THE WEB PAGE PROPERTIES You can set the width of the page and its background color using the content designer. To do this, use the (Fig. 197). button menu that is displayed in the top right corner of the working area Fig. 197 Specifying the web page background To set the width of the web page, enter the width value in pixels in the [px] filed. HOW TO MANAGES THE WEB PAGE BLOCKS To add a content block on the web page, select the required block from the library and then drag it into the working area of the content designer by pressing and holding the left mouse button (Fig. 198). Fig. 198 Adding a block on the web page As a result a new block will be added on the page. bpm online customer service 196

198 User guide NOTE To copy the block added on the page, click on it and press the manager menu. button in the appeared element To modify the position of the block on the page: 1. Click the block in the working area of the designer. 2. In the element manager menu that will be displayed on the right, click the button and then drag it to the position you need on the page by pressing and holding the left mouse button. As a result, the block will be placed in the required position. To delete the block from the page: 1. Click the block in the working area of the designer. 2. In the block manager menu that is displayed on the right, click the button. As a result, the block will be deleted from the page. HOW TO MANAGE THE BASE ELEMENTS CONTENT Each content designer element has a toolbar that helps to mange its content. To display the toolbar, click on the element. How to edit the text Use the toolbar of the element (Fig. 199) to format the text, for example, to change the font size, make some words bold, insert a hyperlink etc. Fig. 199 Text element toolbar Additionally, you can add macros to the text elements, for example, to personalize bulk s. To do this, click the button of the toolbar and in the opened window select the macro that you want to add. How to work with the images To add a new image or change the existing one, click the button of the element toolbar and select the file you want from your computer. If you want to redirect the user to a particular page while clicking on the image, for example, if the image is an advertising banner, click the button and specify the link of the required page in the opened window. How to work with the HTML elements You can add the content of the element from the html file that has been prepared beforehand. To do this, click the button of the element toolbar and select the required html file from your computer. As a result, the html element will display the added web page. To edit the content of the html element directly in the working area of the designer, click the button of the element toolbar and edit the required changes in the opened window. 197

199 Content designer To clear the content of the html element, select the required html element and click the in the appeared toolbar. button bpm online customer service 198

200 User guide ANALYTICS SETUP In bpm online, to view the statistics based on information from the system sections, set up the system analytics. The bpm online statistics are displayed in the [Analytics] view of the system standard sections, and in the [Dashboards] section. Information is displayed in the so called dashboard components. A dashboard component displays the system data in various ways, for example, as a chart or a number (Fig. 200). Fig. 200 The example of an indicator dashboard component Dashboard components are placed on a dashboard (Fig. 201). A dashboard is placed on a tab that displays the dashboard title. You can place dashboard components of the common subject on separate tabs, for example, the Employees tab can display statistics on the efficiency of the company employees, and the Tasks tab can show information about employees' activities. Fig. 201 The example of a dashboard LATER IN THIS CHAPTER Setting up dashboards Dashboard components setup SETTING UP DASHBOARDS Dashboards are set up in the [Analytics] view of the system section, or in the [Dashboards] section. 199

201 Analytics setup To add a new dashboard, use the corresponding command of the (Fig. 202). button menu in the tabs area Fig. 202 Adding a new dashboard To modify, copy, or delete a dashboard, open it and select the corresponding command in the tabs area menu. As a result of selecting the command, the dashboard setup page will open (Fig. 203). The page contains the title field and the dashboard components setup area. bpm online customer service 200

202 User guide Fig. 203 The example of a dashboard setup page NOTE Setting up dashboard components is identical to setting up page fields and is covered in a separate chapter. DASHBOARD COMPONENTS SETUP In bpm online, you can add the following types of dashboard components: Chart. Charts are used to display the multiple data stored in the system. For example, charts can display how accounts with which your company does business are grouped by type. Indicator. Used to display single numeric values, for example, the total number of the company current customers. List. It displays the system information as a list with the specified number of records. For example, the list can display top 3 efficient employees of your company. Widget This dashboard component contains additional widgets set up by a developer, such as the exchange rate module or the weather module. NOTE The Chart, Indicator, and List dashboard components are displayed on the set up pages in the preview area. Displayed information is changing dynamically as you are changing the settings. 201

203 Analytics setup Use the dashboard setup page to add new components to the dashboard, or edit, copy, and delete the existing ones (Fig. 203). To add a new dashboard component to the dashboard, use the [+] button of the dashboard setup area. In the button menu, select the type of the dashboard component that is added (Fig. 204). As a result, the dashboard component setup page of the corresponding type will open. Fig. 204 Adding a new dashboard component To modify, copy, or delete a dashboard component, select it and choose the corresponding command (Fig. 205). Fig. 205 Editing a dashboard component ATTENTION! To save the changes made to dashboard components while adding or editing them, first save the dashboard component setup page, and then save the dashboard setup page that contains the component. LATER IN THIS CHAPTER Setting up the Chart dashboard component Setting up the Indicator dashboard component Setting up the List dashboard component Setting up the Widget dashboard component bpm online customer service 202

204 User guide SETTING UP THE CHART DASHBOARD COMPONENT To set up a Chart dashboard component, use the chart setup page. To create a chart, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] - system object that you want to use for building a chart. For example, to calculate the number of contacts by their job title, select the Contact object. [Function] value that should be displayed on the chart. The following values can be displayed: count the value is used to build a chart by the amount of records in the system object. For example, to calculate the number of activities by type. maximum, minimum, and average respective values calculated by the specified object column. For example, to calculate the total duration of managers' activities. sum sum of values of the specified object column. For example, to calculate an employee's total duration of activities within a week. [Column] column to be used in the calculation. The value list includes the numeric columns and date columns. For example, specify the Duration (minutes) value to calculate the average duration of calls by managers (Fig. 206). This field is not displayed if the count value is selected in the [Function] field. [Chart type] type of the chart, for example, Bar chart or Pie chart. Fig. 206 Setting up the [What to display] detail for a chart How to group [Column] column that will be used to group records in a new chart. For example, to calculate the number of activities by owner, select the Owner field. Use this field to select any column of the selected object. [Format] date format, for example, Week or Month & Year. This field is displayed if a date value is selected in the [Column] field. For example, to calculate the number of completed activities by week, specify Week in the [Format] field and Due in the [Column] field (Fig. 207). Fig. 207 Setting up the [How to group] detail for a chart 203

205 Analytics setup How to sort [Sort by] sort order. For example, to sort employees in alphabetical order on the Activities by owner chart, select By grouping field. To sort employees by number of activities, select By resulting data. [Sort order] values display order, for example, the alphabetical order or reverse alphabetical order (Fig. 208). Fig. 208 Setting up the [How to sort] detail for a chart How to filter Use this detail to specify conditions for selecting the data based on which the chart is built. For example, to create a chart that displays how contacts were added within the specified time period, specify the needed period in the filter conditions, for example, Created on = Current month (Fig. 209). Fig. 209 Setting up the [How to filter] detail for a chart The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to associate with section data [Connect... object with... section by field] fill in the field if you want to display the data with respect to the filters set up for the section. If you leave this field empty, the filters applied in the section will not be considered when building the chart. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The chart is built based on the records of the section it is added to (chart object corresponds to section object). For example, there is an Activities by owner chart added to the [Activities] section to display number of activities by owner. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 210), the chart will only be built based on the records that correspond to the filter conditions specified in the section. For example, if you set up a Completed activities dynamic folder, then when you select this folder the chart will display the information related to the completed activities only. bpm online customer service 204

206 User guide Or, if you select a certain time period, it will display the information related to the activities within that time period only. Fig. 210 Connecting a chart to a section by the Id field b. If you leave the connection field blank, then the chart will display the information for all section records, regardless of the filter conditions set. 2. The chart is built based on the data from other section (chart object does not correspond to section object). For example, there is an Activities by owner chart added to the [Contacts] section to display number of activities by owner. Then, in the the object connection field, you can select a column from the available list of columns used to connect a chart object with a section object. a. If you select a column, the chart will only be built based on the records that correspond to the filter conditions specified in the section. For example, you can select the Owner column for the Activities by owner chart (Fig. 211). Then, if you set a filter in the [Contacts] section, the chart will only display the information related to the activities whose owners are displayed in the section. Or you can select the Author column in this case, the chart will only display the information related to the activities added by the specified employees. Fig. 211 Connecting a chart to a section by the Owner field b. If you leave the connection field blank, then the chart will display the information for all object records used to build the chart, regardless of the filter conditions set. c. The field will also be left blank if the chart data is not connected to the data of the section it is added to. For example, when the Activities by owner chart is added to the [Knowledge base] section. What to display [Style] fill color of the dashboard component title and diagram elements. [X-axis label], [Y-axis label] X and Y axes labels that will be displayed on the chart. These fields are only displayed for the charts that contain axes ( spline, line, area chart, scatter chart ) (Fig. 212). 205

207 Analytics setup Fig. 212 Setting up the [How to display] detail for a chart DISPLAYING SEVERAL SERIES ON A CHART You can show several sets of data called series. For example, you can display meetings and calls of the company employees on separate series (Fig. 213). Fig. 213 The example of chart with two series To add a series to the chart: 1. In the button menu of the chart setup page, select the [Add series] command. Fig. 214 Adding a new series on the chart 2. On the added tab, fill out the needed fields and save the page. 3. Save the chart setup page and the dashboard setup page that contains the chart. As a result, the chart will display the data series added. To delete a series: 1. Go to the tab of the series you want to delete. 2. In the button menu of the chart setup page, select the [Delete series] command (Fig. 215). bpm online customer service 206

208 User guide Fig. 215 Deleting a data series from chart 3. Save the chart setup page and the dashboard setup page that contains the chart. As a result, the series will be removed from the page. SETTING UP THE INDICATOR DASHBOARD COMPONENT To set up an Indicator dashboard component, use the indicator setup page. To create an indicator, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] - system object whose data must be displayed in the indicator. [Function] value that should be shown on the chart. The following values can be displayed: count number of object records, for example, total number of contacts registered in the system. sum sum of values by column, for example, total duration of employees' calls. average, minimum, maximum respective values by column, for example, average duration of employees' calls. [Column] column to be used in the calculation. The value list includes the numeric columns and date columns. For example, specify the Duration (minutes) value to calculate the average duration of calls by managers (Fig. 216). This field is not displayed if the count value is selected in the [Function] field. Fig. 216 Setting up the [What to display] detail for an indicator How to filter Use this detail to specify conditions for selecting the data to be displayed in the indicator. For example, to display the average duration of calls made by employees for the previous month only, specify the time period in the filter conditions: Paid on = Previous month (Fig. 217). 207

209 Analytics setup Fig. 217 Setting up the [How to filter] detail for an indicator The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to associate with section data [Connect... object with... section by field] fill in the field if you want to display the data only for selected records within the section. If you leave this field empty, the filters applied in the section will not be considered when calculating the indicator value. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The indicator value is calculated based on the records of the section it is added to (indicator object corresponds to section object). For example, there is a Number of activities indicator added to the [Activities] section. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 218), the indicator will only be calculated based on the records that correspond to the filter conditions specified in the section. For example, if you set up a Completed activities dynamic folder, then when you select this folder the indicator will display the number of the completed activities only. Or, if you select a certain time period, it will display the number of activities within that time period only. Fig. 218 Connecting an indicator to a section by the Id field b. If you leave the connection field blank, then the indicator will display the information for all section records, regardless of the filter conditions set. 2. The indicator is calculated based on the data from other section (indicator object does not correspond to section object). For example, there is a Number of activities indicator added to the [Contacts] section. Then, in the the object connection field, you can select a column from the available list of columns used to connect an indicator object with a section object. a. If you select a column, the indicator will only be calculated based on the records that correspond to the filter conditions specified in the section. For example, you can select the Owner column for the Number of activities indicator (Fig. 219). Then, if you set a bpm online customer service 208

210 User guide filter in the [Contacts] section, the indicator will only display the number of the activities whose owners are displayed in the section. Or you can select the Author column in this case, the indicator will only display the number of activities added by the specified employees. Fig. 219 Connecting an indicator to a section by the Owner field b. If you leave the connection field blank, then the indicator will display the information for all object records used to calculate the indicator, regardless of the filter conditions set. c. The field will also be left blank if the indicator data is not connected to the data of the section it is added to. For example, when the Number of activities indicator is added to the [Knowledge base] section. What to display [Style] fill color of the indicator. [Font size] font size of the digit displayed in the indicator, for example, Default or Large. [Format] the display format for the indicator. The display format is set up in the additional window (Fig. 220). To open the window, click the button of the field. Fig. 220 The indicator display format window [Text] text displayed in the indicator. For example, if the indicator format should be Employees 513, where 513 is a number of the company employees, enter the following mask value: Employees {0}. If the format should be 513 employees, enter the mask value: {0} employees 209

211 Analytics setup NOTE If you delete the {0} variable, the numeric value in indicator will not be displayed. To return the variable, clear the field and re-open the window. [Number of digits after decimal point] accuracy of the fractional part of the numeric indicator. For example, set the 1 value to display the number with one digit after decimal point. To display the digit without the fractional part, set 0. SETTING UP THE LIST DASHBOARD COMPONENT To set up a List dashboard component, use the list setup page. To create a list, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] system object whose records must be displayed. [Set up columns] set up columns that will be displayed in the dashboard component, and their display properties. Setting up columns is performed in the standard way and is described in a separate chapter. [Sorting column] column by which records will be sorted in the list. You can select columns added on the list columns setup page. [Sort order] order in which the values are displayed, for example, you can display values of the [Contact name] column in the alphabetical order or reverse alphabetical order. [Number of records] number of records that will be displayed in the list (Fig. 221). Fig. 221 Setting up the [What to display] detail for a list How to filter Use this detail to specify conditions for selecting the data to be displayed in the list. For example, to display information about your company employees only, specify Account = Our company (Fig. 222). Fig. 222 Setting up the [How to filter] detail for a list bpm online customer service 210

212 User guide The filter is available if the [Object] field is filled in. How to associate with section data [Connect... object with... section by field] fill in the field if you want to display the data with respect to the filters set up for the section. If you leave this field empty, the filters applied in the section will not be considered when building the list. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The list is built based on the records of the section it is added to (list object corresponds to section object). For example, there is an Overdue activities list added to the [Activities] section. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 223), the list will only be built based on the records that correspond to the filter conditions specified in the section. For example, if you set up a Meetings dynamic folder, then when you select this folder the list will display the activities only of the specified category only. Or, if you select a certain time period, it will display the activities within that time period only. Fig. 223 Connecting a list to a section by the Id field b. If you leave the connection field blank, then the list will display the information for all section records, regardless of the filter conditions set. 2. The list is built based on the data from other section (chart object does not correspond to section object). For example, there is an Overdue activities list added to the [Contacts] section. Then, in the the object connection field, you can select a column from the available list of columns used to connect a list object with a section object. a. If you select a column, the list will only be built based on the records that correspond to the filter conditions specified in the section. For example, you can select the Owner column for the Overdue activities list (Fig. 224). Then, if you set a filter in the [Contacts] section, the list will only display the activities whose owners are displayed in the section. Or you can select the Author column in this case, the list will only display the activities added by the specified employees. Fig. 224 Connecting a list to a section by the Owner field b. If you leave the connection field blank, then the list will display the information for all object records used to build the list, regardless of the filter conditions set. 211

213 Analytics setup c. The field will also be left blank if the list data is not connected to the data of the section it is added to. For example, when the Overdue activities list is added to the [Knowledge base] section. What to display [Style] fill color of the dashboard component title and values of the additionally displayed columns. SETTING UP THE WIDGET DASHBOARD COMPONENT [Module] widget module to be dislayed on the dashboard. [Module parameters] parameters to be passed to the selected module. NOTE Widget is added by a developer. bpm online customer service 212

214 User guide THE MS WORD PRINTABLES SETUP You can use the MS Word printables to create documents based on the section records. For example: in the [Contacts] section you can print contact summaries; use printables of the [Activities] section to print out s, minutes of meetings, etc. Creating a printable involves several steps: 1. Registration of a new printable in the [Printables] lookup. At this stage you need to define a section where the new printable will be used. Besides that, it is necessary to create a list of data columns that will be used in the printable. 2. Downloading a printable template and editing it in MS Word. This step involves establishing the appearance of printable: organizing data on the page, formatting the text, creating tables, etc. To edit the printable template in MS word, you will need to install the bpm online plug-in for MS Word. LATER IN THIS CHAPTER Installing bpm online plug-in for MS Word Registering the MS Word printable Setting up the MS Word printable template INSTALLING BPM ONLINE PLUG-IN FOR MS WORD Before installing the bpm online plug-in for MS Word, make sure that your computer runtime environment meets the plug-in software requirements. RUNTIME ENVIRONMENT REQUIREMENTS Operating system (32-bit and 64-bit editions are supported): Windows XP Service Pack 3; Windows 7; Windows 8. ATTENTION! You must have NET Framework 3.5 or newer installed on your computer. Software application of the plug-in: MS Word 2007; MS Word 2010; MS Word ATTENTION! MS Word 2003 is not supported. BPM ONLINE MS WORD PLUG-IN INSTALLATION PROCEDURE 1. Make sure that the MS Word application installed on your computer is closed. 2. Install the following third party applications required for running the plug-in: Primary Interop Assemblies Redistributable (setup file: PIARedist.exe); WCF Data Services (setup file: WcfDataServices.exe); Visual Studio Tools for Office Runtime Redistributable (setup file: vstor_redist.exe). 213

215 The MS Word printables setup These files are supplied along with the bpm online. You can also download them from the Microsoft website. 3. Install the the bpm online plug-in for MS Word (setup file: Bpmonline MS Word Report Designer.msi) supplied along with the bpm online. You can also install all the listed applications at once by running the Bpmonline MS Word Report Designer.exe installation file. The application files and the installation file must be in the same folder. REGISTERING THE MS WORD PRINTABLE A new printable is added in several steps. The first step is registering a new printable in the [Printables] lookup. Then you will need to set the data that will be included in the printable by selecting corresponding columns of the system objects. You can add simple data, such as a name of the selected contact or a date of the activity, as well as table data, such as a list of tasks connected to an account. 1. REGISTERING A PRINTABLE To register a printable: 1. Open the system designer and click the [Lookups] link in the [System setup] navigation block. 2. Open the [Printables] lookup. 3. Select the [MS Word] command in the [Add] button menu (Fig. 225). Fig. 225 Adding an MS word printable 4. Enter the name of the printable. 5. Select the section where a printable will be available. For example, to add an activity printable, specify the [Activities] section. 6. Select the [Show in section] and/or [Show in card] checkboxes. 7. Save the printable card. 2. ADDING DATA TO A PRINTABLE To add data to a printable: 1. In the MS Word printable card, click the [Set up list of fields] button (Fig. 226). bpm online customer service 214

216 User guide Fig. 226 Configuring the list of fields for the printable 2. In the [Available columns] area of the opened window, select an object whose columns should be added to the printable. For example, to add information about an activity, select the Activity object. Select the Contact object in order to add information about a contact connected to the activity. As a result, in the central part of the window, a list of columns for the selected object will be displayed. 3. Double-click a column in the columns area to add it in the [Selected columns] area. You can also add a column by selecting it in the columns area and clicking the button. For example, to display an owner name in the document printable for minutes of meetings, you should add the [Address] column (Fig. 227). Fig. 227 Adding columns to the printable 4. Add all necessary columns to the [Selected columns] area and click [OK]. 5. Save the printable card. 215

217 The MS Word printables setup As a result, the list of fields for the printable will be created from the selected columns. 3. ADDING THE TABLE DATA TO A PRINTABLE You can also add data that will be used for creating tables in the printable. by the following steps: 1. In the MS Word printable card, go to the [Tables of printable] tab (Fig. 228). Fig. 228 Switching to the [Tables of printable] tab 2. Click the [Add] button. 3. Fill out the table data card (Fig. 229): Fig. 229 Adding table data to the printable a. In the [Object] field, select an object whose data will be used to create a table. For example, select the Activity participant object to add a table containing a list of activity participants to the contract. bpm online customer service 216

218 User guide b. Specify a caption to identify this table. Fields of this table will be added to a group with the specified name. 4. Click the [Set up list of fields] button (Fig. 229). 5. Set up the list of columns for the table (Fig. 230). Fig. 230 Setting up table columns a. In the [Available columns] area, select an object whose columns should be added to the table. As a result, a list of columns for the selected object will be displayed in the central part of the window. b. Double-click a column in the columns area to add it in the [Selected columns] area. You can also add a column by selecting it in the columns area and clicking the button. c. Add all necessary columns to the [Selected columns] area and click [OK]. d. If necessary, use the and buttons to define the order of columns in the table. 6. If necessary, specify the sorting of records: 217

219 The MS Word printables setup Fig. 231 Sorting table records in the printable a. Select a column that should be used for sorting. b. In the menu of the [Sort] button, select the order direction ( Ascending or Descending ). For example, you can sort a list of activity participants in the alphabetical order. 7. If necessary, go to the [Table filter] tab and create the filter whose conditions will define which records will appear in the table. For example, you can specify the company employees only (Fig. 232). Fig. 232 Filtering records in a table 8. Save the table data card. As a result, the printable can contain data that can be used for creating tables with multiple rows. Each record on the [Tables of printable] tab is a separate table that can be added in the printable template. bpm online customer service 218

220 User guide SEE ALSO Setting up the MS Word printable template SETTING UP THE MS WORD PRINTABLE TEMPLATE You can customize the appearance of a printable by editing the standard MS Word template. Click the [Download template] button in the [Printables] lookup window or the [Download template] button in the printable card in order to download the printable template. The bpm online printable builder plug-in for MS Word must be installed in order to work with the printable templates. To upload the customized file to the system, click the [Upload template] button in the [Printables] lookup window or in the printable card. SAVING THE MS WORD PRINTABLE TEMPLATE 1. Open the system designer and click the [Lookups] link in the [System setup] navigation block. 2. Open the [Printables] lookup. 3. Select a printable from the list and click the [Download template file] button (Fig. 233). Fig. 233 Downloading the MS Word printable template As a result, an MS Word template of the printable will be downloaded. EDITING THE MS WORD PRINTABLE TEMPLATE 1. Open the downloaded template file in MS Word. 2. Click the [Connect] button on the bpm online plug-in toolbar (Fig. 234). 3. Log in to the system with your bpm online credentials. 219

221 The MS Word printables setup Fig. 234 Connecting the MS Word printable plug-in to bpm online As a result, a list of columns for the selected printable will be displayed in the right part of the MS Word window. ADDING FIELDS TO THE TEMPLATE Prior to adding fields to a template, you should create a list of fields of the printable in the printable card. You can add fields to a printable after its registration. In the template, the printable fields are given as the MS Word fields. When the printable will be generated, the field will contain data from the corresponding system record. The list of available fields is displayed in the [Fields of printable...] window (Fig. 235). Quick addition of all fields to a template To add all fields to a template, drag a group of fields to the template page (Fig. 235). Fig. 235 Adding a field group to a template As a result, all fields and names of the corresponding bpm online columns will be added to the template in the following format: Column name: Field (Fig. 236). bpm online customer service 220

222 User guide Fig. 236 A printable template with a field group added You can use the standard MS Word tools to customize the added fields. Adding individual fields to a template: 1. To add data to the template, drag the corresponding field on the page (Fig. 237). Fig. 237 Adding one field to the printable template 2. As a result, a field will be added on the page. When the printable is generated, the field will contain data from the corresponding system record in bpm online. 3. Add all other necessary fields as well as the text in the printable (Fig. 238). 221

223 The MS Word printables setup Fig. 238 A printable with fields added and the static text 4. Save the printable template. ADDING TABLE DATA TO A TEMPLATE Prior to adding tables to a template, add the table data on the [Tables of printable] tab of the printable card. Quick addition of a table to a template To add all table columns to a template, drag a group of table fields to the template page (Fig. 239). Fig. 239 Adding all table columns to the template As a result, the template will contain the table with all columns from the selected group. Captions of table columns will correspond to the captions of columns in the system. bpm online customer service 222

224 User guide Fig. 240 A printable template with the built-in table You can use the standard MS Word tools to customize the added table. The text in captions of the table columns can be edited. Fields placed in table cells determine the data that will be displayed in the column. Add individual columns: 1. Add a simple table with the required number of columns on the template page. Each column must comprise a caption and one row (Fig. 241). Fig. 241 Adding a table to the template manually 2. Enter the text of the column captions (Fig. 242). Fig. 242 A table with static captions of columns 3. Drag a column caption to an empty cell of the table which should display the data from this column (Fig. 243). Fig. 243 A table with fields added 4. Set up the template appearance of by placing the table in the right part of the file (Fig. 244). 223

225 The MS Word printables setup Fig. 244 Setting up template appearance 5. Save the printable template. In the generated printable, fields of the table will contain data from the system. Number of rows in the table will correspond to the quantity of records. UPLOADING AN UPDATED TEMPLATE TO BPM ONLINE 1. Open the system designer and click the [Lookups] link in the [System setup] navigation block. 2. Open the [Printables] lookup. 3. Double-click the printable whose template you want to upload. 4. In the opened printable card, click the [Upload template] button (Fig. 245). bpm online customer service 224

226 User guide Fig. 245 Downloading the MS Word printable template 5. Select the previously saved template. 6. Save the printable card. As a result, a new template will be used the next time when a printable is generated. SEE ALSO Registering the MS Word printable 225

227 Workplaces setup WORKPLACES SETUP The sets of sections displayed on the bpm online side panel for different user groups (roles) are called workplaces. You can set up any workplace by creating a list of sections that are necessary for the users in their everyday work. The sections that are not included in it will be hidden from the main application menu. The list of available workplaces may vary depending on the user group. For example, a [Communications] workplace may include [Activities], [Calls] and [Feed] sections to be available for all system users, and a [Supervisor] workplace may include [Process log] and [Dashboards] sections to be available for the system administrators group only. Access to the workplaces does not affect the access to the system. The full set of bpm online sections, including the sections not included in any workplace, will still be available on the application home page. OPENING THE SETUP WINDOW 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [Workplace setup] link in the [Interface setup] navigation block. SETTING UP THE WORKPLACE LIST On the workplace setup page (Fig. 246), you can view the list of available workplaces, add new ones, delete or edit the existing ones. You can also specify access rights to any workplace for different user roles. Fig. 246 The workplace list page To set up a sequence of workplaces, select the required record and move it up or down by clicking the or buttons (Fig. 247). bpm online customer service 226

228 User guide Fig. 247 Changing the workplace position in the list SETTING UP A NEW WORKPLACE Workplace setup page is used to add a new workplace or edit an existing one. To add a new workplace, use the [Add user workplace] button (Fig. 248). Fig. 248 Adding a new workplace To edit an existing workplace, select it in the workplace list and click [Open] (Fig. 249). Fig. 249 Editing a workplace The workplace setup page (Fig. 250) will open. 227

229 Workplaces setup Fig. 250 The workplace setup page [Name] name of the workplace, for example, Main. Sections Use the toolbar on the SECTIONS detail, to set up the list of sections to be included in the workplace. Click the [Add] button on the detail toolbar to open the window (Fig. 251) that is used to add sections to workplace. Fig. 251 Adding sections to a workplace In the window, select the needed sections and click [Select]. bpm online customer service 228

230 User guide To remove a section from a workplace, select the required record in the block and click [Delete] in the [Actions] button menu. The sequence of the records in the SECTIONS detail is the sequence in which the sections will be displayed in the side panel of the application. To move the required detail record up or down, select it and click the or buttons. User groups The USER GROUPS detail displays user roles that the workplace is available for. Adding and deleting user roles is identical to adding and deleting sections in the SECTIONS detail. NOTE The changes will be applied after the user for whom the workplace has been created logs in the next time. 229

231 Logo customization LOGO CUSTOMIZATION On the logo customization page, upload the logo of your company in bpm online (Fig. 252). Fig. 252 Example of logo customization on the main page To start the customization, open the system designer by clicking the button at the top right corner of the application. Then click the [Logo customization] link in the [Interface setup] block. ATTENTION! You can customize the logo only if you have the right to perform the "Access to logo customization" system operation (CanManageLogo). Login page logo Main page logo Upper panel logo Logo that is displayed on the login page. Recommended resolution: 61x310 pixels. The image is saved in the "Logo" system setting (LogoImage). Logo that is displayed on the main page and on the system designer page. Recommended resolution: 37x274 pixels. If you upload a larger image, it will be scaled. The image is saved in the "Logo in main menu" system setting (MenuLogoImage). Logo that is displayed at the top right corner of the page when working in sections. Recommended resolution: 27x127 pixels. If you upload a larger image, it will be scaled. The image is saved in the "Upper panel logo" system setting (HeaderLogoImage). The recommended image format PNG. Other standard image formats supported by your browser are also available. ATTENTION! The logo settings are applied to all users of the system. bpm online customer service 230

232 User guide COLOR CUSTOMIZATION On the color customization page, change the color of the side panel in bpm online (Fig. 253). Fig. 253 Example of side panel color scheme To start the customization, open the system designer by clicking the button at the top right corner of the application. Then click the [Color customization] link in the [Interface setup] block. ATTENTION! You can customize the color only if you have the right to perform the "Access to color customization" system operation (CanManageSectionPanelColorSettings). Section panel background Text in section panel Selected section background Text in selected section Main background color of the section panel. The value is saved in the "Section panel background" system setting (SectionPanelBackgroundColor). Main color of all section headings in the section panel. The value is saved in the "Text in section panel" system setting (SectionPanelFontColor). Background color of the selected section in the section panel. The value is saved in the "Selected section background" system setting (SectionPanelSelectedBackgroundColor). Heading color of the selected section in the section panel. The value is saved in the "Text in selected section" system setting (SectionPanelSelectedFontColor). The system also saves the default color settings. If necessary, you can restore them by clicking the corresponding button. ATTENTION! The color settings are applied to all users of the system. 231

233 SYNCHRONIZATION AND IMPORT FROM OTHER SYSTEMS CONTENTS General import of records Integration with services by the IMAP/SMTP protocol Integration with the MS Exchange service Integration with the Google organizer Integration with social networks Synchronization of user accounts and roles with LDAP bpm online customer service 232

234 User guide GENERAL IMPORT OF RECORDS Before you start working with the system, you can import necessary data to the system from an Excel file. For example, you can import a list of accounts, contacts, records of other sections, and lookups. To do this: 1. Open the import setup window. 2. Download the template and fill in the file according to the rules. 3. Import the filled file. OPENING SETTINGS WINDOW 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [Excel data import] in the [Import and integration] block. PREPARING FILE FOR IMPORTING 1. In the setup window, select the object from lookup whose template must be downloaded. For example, select the Contact object to download a template for importing contacts. 2. Click the [Download template] button (Fig. 254). Fig. 254 Downloading template for import 3. Open the downloaded file (Fig. 255) and enter the data that will be imported: Fig. 255 The template for importing contacts 233

235 General import of records a. Fill in the required columns in the Excel file. For example, [Account Name] for accounts or [Contact Name] for contacts. b. Ensure that all the columns are filled in with data in the correct format. Text columns can contain any text data, number columns numbers only, etc. IMPORT DATA In the import settings window (Fig. 256), specify the needed parameters: Fig. 256 Configuring the import parameters 1. Select the file for importing. 2. Specify which columns must be used to determine if the imported account is new or already registered in the system. For example, when importing contacts, you can specify the Contact name, City, Mobile phone columns. NOTE If the [Identify unique records by] field is not filled in, the duplicate search will be performed by the primary column. 3. Select the [Do not check required fields before import] checkbox for a quick data import. If the checkbox is selected, the system will verify whether all the required columns in the template file are filled in and will show the corresponding warning. 4. Select the [Log errors only] checkbox to disable any message about the successful import. 5. Select the import mode: a. [Update all] update all modified fields in the matched records. b. [Update with filled in values only] update only fields that are filled in the Excel file in the matched records. 6. Click the [OK] button. 7. If the Excel file column that corresponds to a lookup field in the system contains values that do not match any of the values in that lookup then an additional window will open for handling new lookup values. a. If the lookup does not contain a value used in the imported file, then you can add a new value to the lookup (Fig. 257). bpm online customer service 234

236 User guide Fig. 257 Adding a value to a lookup b. If the value used in the file has an analogous value in the corresponding lookup connect them by selecting the appropriate value from the lookup (Fig. 258). Fig. 258 Selecting a matching record in the lookup 8. After processing all values that require attention, click [OK]. The system will inform you about the successful import completion. If needed, you can click the [Open import log] button to view the detailed import report. 235

237 Integration with services by the IMAP/SMTP protocol INTEGRATION WITH SERVICES BY THE IMAP/SMTP PROTOCOL In bpm online, you can receive s from service providers that support the IMAP/SMTP protocol. After the list of providers have been configured, bpm online users will be able to send and receive messages directly from the system. The list of providers that is obtained after the settings have been made is used when setting up individual mailboxes. NOTE To set up connection parameters for the providers, the user must have the right to run the Set up list of providers system operation. To set up system operation permissions, use the [Operations permissions] section. CONTENTS Setting up the IMAP/SMTP service provider Configuring accounts in bpm online SETTING UP THE IMAP/SMTP SERVICE PROVIDER To add an IMAP/SMTP service provider: 1. Open the system designer by clicking the button at the top right corner of the application. 2. In the [Admin area] block, click the [Advanced settings] link (Fig. 259). Fig. 259 Opening the advanced settings page 3. Click the button on the navigation panel, and then select the [Set up list of providers] option (Fig. 260). Fig. 260 The [Set up list of providers] option in the settings menu 4. In the opened lookup window, in the [Add] button menu, select [IMAP / SMTP] (Fig. 261). bpm online customer service 236

238 User guide Fig. 261 Adding a new provider 5. In the opened card (Fig. 262), enter the service provider name, for example, AOL mail. Fig. 262 The provider card 6. Specify download parameters: a. Select the [Download s using protocol] checkbox. In the protocol field, the IMAP protocol is specified. b. Specify the name or IP address of the incoming server, for example, imap.aol.com. c. Enter the port number for connecting to the incoming mail server. For example, to receive s via the IMAP protocol by such providers as Gmail or Yahoo, the port 993 is used. d. If necessary, select the [Use SSL] or [Create encrypted connection (STARTTLS)] checkbox for secure connection. 237

239 Integration with services by the IMAP/SMTP protocol 7. Specify send parameters: a. Select the [Allow sending s] checkbox. b. Specify the name or IP address of the server for sending s, for example, smtp.aol.com. c. Enter the port number for connecting to the smtp-server. As a rule, the port 465 (if the server supports encryption), 587 or 25 is used. d. Specify the response time from the send server (by default, 40 seconds). e. If necessary, select the [Use SSL] checkbox for secure connection. 8. Save the card. As a result, system users will be able to use mailboxes of this provider to send and receive messages. CONFIGURING ACCOUNTS IN BPM ONLINE Setting up the base parameters of the MS Exchange account is identical to setting up the IMAP/SMTP account. Let's set up the IMAP/SMTP account. To configure the IMAP/SMTP account: 1. Open the user profile page, for example, by clicking the [Profile] link on the application main page. 2. Click the [ accounts] button. 3. On the opened page, click the [Add] button. 4. Enter the account parameters: a. In the [Mailbox type] field, select one of the available mail providers, for example, Yahoo.com. b. Enter the address and password used for account authorization. c. Specify the mailbox name to identify it when simultaneously working with several accounts. NOTE If the 2-step authentication is set up in the Gmail mailbox, set up the application passwords for correct work of this account in bpm online. 5. Specify download parameters: a. Select the [Use for receiving] checkbox. b. To enable automatic receiving, select the [Automatically receive s every... minutes] checkbox and specify periodicity of the automatic receiving from the mailbox, in minutes. c. Select the [Download all s from mailbox] option to download all messages from the Incoming folder of the mailbox, or the [Download s from customized folders] option to download to bpm online messages from separate folders only. d. If you select the [Download all s from mailbox] option, specify the message synchronization period in the [Synchronize s] field. e. If you select the [Download s from customized folders] folder, click the [Select folders] button and specify the folders whose messages will be downloaded to bpm online. Read more bpm online customer service 238

240 User guide 6. If necessary, specify the sending parameters. a. Select the [Send s from mailbox] checkbox to use a certain mailbox for sending s. b. If the mailbox is used for sending s, you can select the [Use by default] checkbox to specify the mailbox address in the [From] field of the new message pages by default. c. To disable sending the parameters of your account to the mail server, select the [Anonymous authentication] checkbox. NOTE The mail server parameters define whether the anonymous authentication is available. 7. Click the [Save] button. As a result, the bpm online test message will be sent to the specified address to verify the account parameters. You can receive and send messages using this account. SETTING UP FOLDERS FOR DOWNLOADING S If not all messages should be downloaded to bpm online: 1. In your mailbox, set up folders that will be used for downloading s to bpm online. For example, the Documents and Presentations folders in the Yahoo! Mail mailbox (Fig. 263). Fig. 263 The folder structure in the Yahoo! Mail mailbox 2. In bpm online, open the mailbox synchronization settings page. To do this, select the [User profile] command on the application home page and click the [ accounts] button on the user profile page. Select a record from the list and click the [Configure] button. 3. Select the [Download s from mailbox] checkbox and then select the [Download s from customized folders] option. 4. Click the [Select folders] button. 5. On the opened page, select folders whose content must be downloaded to bpm online (Fig. 264). 239

241 Integration with services by the IMAP/SMTP protocol Fig. 264 Specifying synchronization folders 6. Click the [Select] button. 7. On the mailbox synchronization setup page, click the [Save] button. SEE ALSO Configuring accounts in bpm online Configuring MS Exchange accounts in bpm online bpm online customer service 240

242 User guide INTEGRATION WITH THE MS EXCHANGE SERVICE You can integrate with the MS Exchange service in bpm online. Set up the connection parameters so that the users of bpm online will be able to use the MS Exchange service as an service provider. The added MS Exchange provider can be used when setting up users' individual mailboxes. NOTE To set up connection parameters for the providers, the user must have the right to run the Set up list of providers system operation. To set up system operation permissions, use the [Operations permissions] section. You can also set up the synchronization of bpm online contacts and activities with MS Exchange contacts and calendar. CONTENTS Setting up the MS Exchange service provider Configuring MS Exchange accounts in bpm online Synchronization of the bpm online contacts with the MS Exchange contacts Synchronizing the bpm online calendar with the MS Exchange calendar SEE ALSO Mailbox synchronization setup Receiving and sending messages SETTING UP THE MS EXCHANGE SERVICE PROVIDER To add the Microsoft Exchange service provider: 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [Advanced settings] link in the [Admin area] block (Fig. 265). Fig. 265 Opening the advanced settings page 3. Click the button on the navigation panel, and then select the [Set up list of providers] option (Fig. 266). Fig. 266 The [Set up list of providers] option in the settings menu 241

243 Integration with the MS Exchange service 4. In the opened service provider lookup window, in the [Add] menu, select the [Microsoft Exchange ActiveSync] option (Fig. 267). Fig. 267 Adding the Microsoft Exchange service provider 5. In the opened card (Fig. 268), enter the provider name, for example, Exchange. Fig. 268 The service provider card 6. Select the [Autodetect] checkbox to make the system able to independently detect the needed server and connect to it. 7. If the system doesn't detect the server, specify its address manually: a. Clear the [Autodetect] checkbox. As a result, the [Server address] field will become available and required. b. In the [Server address] field, enter the Microsoft Exchange server address. 8. Select the [Allow downloading s] checkbox. 9. Select the [Allow sending s] checkbox. 10. Save the card. As a result, the system users will be able to use MS Exchange server to receive and send s. In addition, they will be able to synchronize contacts and activities between this server and bpm'online. bpm online customer service 242

244 User guide CONFIGURING MS EXCHANGE ACCOUNTS IN BPM ONLINE Setting up the base parameters of the MS Exchange account is identical to setting up the IMAP/SMTP account. You can also set up the synchronization of contacts, tasks, and meetings with MS Exchange for this account. SEE ALSO Configuring accounts in bpm online Synchronization of the bpm online contacts with the MS Exchange contacts Synchronizing the bpm online calendar with the MS Exchange calendar MAILBOX SYNCHRONIZATION SETUP Once the account is configured in bpm'online, set up the synchronization with the mailbox. Setting up the IMAP/SMTP and MS Exchange service providers is done in the same manner. Read more RECEIVING AND SENDING MESSAGES Sending and receiving messages in IMAP/SMTP and MS Exchange service providers is done in the same manner. Read more SYNCHRONIZATION OF THE BPM ONLINE CONTACTS WITH THE MS EXCHANGE CONTACTS Use the mailbox synchronization setup page to set up the synchronization of the bpm online contacts with the MS Exchange contacts. To set up the synchronization: 1. Open the user profile page by clicking the [User profile] link on the application home page. 2. Click the [ accounts] button. 3. On the opened page, click the [Add] button. 4. In the [Mailbox type] field, select the MS Exchange service provider. As a result, the CONTACTS field group will appear on the mailbox synchronization setup page. The field group is used to set up the synchronization of the bpm'online contacts with the MS Exchange contacts. SETTING UP IMPORT OF CONTACTS DURING SYNCHRONIZATION To set up the import of contacts from MS Exchange: 1. In the CONTACTS field group of the synchronization with mailbox setup page, select the [Import contacts] checkbox. 2. Select the [All] option to import all records from mailbox folders of the Contacts type. 3. Select the [Import contacts from folders] option to import contacts from the selected folders of MS Exchange. Click the [Select folders] button and select the checkboxes in front of the needed folders. 4. In the [Connect contacts to accounts] field, select the rule for connecting the imported contacts to accounts: a. Always connect all imported MS Exchange contacts to the system accounts. The company field must be specified for these contacts. If the name of the imported 243

245 Integration with the MS Exchange service contact matches the name of the account that already exists in the system, the contact will be connected to this account. If the corresponding account is not found, the system will automatically create a new account. b. Only if company is found connect only those contacts whose companies match the accounts that already exist in the system. c. Never do not connect the imported contacts and accounts. 5. Click the [Save] button on the mailbox synchronization setup page. NOTE If more than one account with the same name is found in the system, the contact will be imported without connection to the account. If an employee that performs the import has the access to one of these accounts, then the contact will be imported with the connection to this account. SETTING UP EXPORT OF CONTACTS DURING SYNCHRONIZATION To set up the export of the bpm'online contacts to MS Exchange: 1. In the CONTACTS field group of the synchronization with mailbox setup page, select the [Export contacts] checkbox. 2. Select the [All] option to export all contacts to which you have the access. 3. Select the [Export selected contacts] option to export only contacts of particular types, or contacts from the specified folders. a. Select the [Employees] and/or [Customers] checkbox to export all contacts of the corresponding types during synchronization (only those contact will be exported to which you do have the access). b. Select the [My contacts] checkbox to export contacts for which you are specified as an owner. c. Select the [From folders] checkbox to export contacts included in particular dynamic folders, for example, Employees. Click the [Select folders] button and specify the needed folders. 4. Click the [Save] button on the mailbox synchronization setup page. SYNCHRONIZING CONTACTS WITH MS EXCHANGE Contacts can be synchronized between bpm'online and the Exchange server automatically with the specified periodicity. To enable automatic synchronization, select the [Synchronize contacts and activities every] checkbox on the mailbox synchronization setup page and specify the periodicity for the synchronization, in minutes. To synchronize contacts immediately, open the CONTACTS section and select the [Synchronize with contacts in Exchange] action. SYNCHRONIZING THE BPM ONLINE CALENDAR WITH THE MS EXCHANGE CALENDAR Use the mailbox synchronization setup page to set up the synchronization of the bpm'online activities with the MS Exchange tasks and meetings. To set up the synchronization: 1. Open the user profile page by clicking the [User profile] link on the application home page. 2. Click the [ accounts] button. 3. On the opened page, click the [Add] button. bpm online customer service 244

246 User guide 4. In the [Mailbox type] field, select the MS Exchange service provider. As a result, the ACTIVITIES field group will appear on the mailbox synchronization setup page. The field group is used to set up the synchronization of the bpm'online activities with the MS Exchange activities. SETTING UP IMPORT OF ACTIVITIES DURING SYNCHRONIZATION To set up the import of the MS Exchange activities in bpm'online: 1. In the [Import activities starting from] field of the ACTIVITIES field group, specify the start date for importing data. 2. Select the [Import appointments] checkbox. 3. Select the [All] option to import all records from the MS Exchange calendars. 4. Select the [From calendars] option to import records from the selected calendars of MS Exchange. Click the [Select calendars] button and select the checkboxes in front of the needed calendars. 5. In the same manner, set up import parameters for the MS Exchange tasks: select the [Import tasks] checkbox and if necessary select folders whose tasks must be imported. 6. Click the [Save] button on the mailbox synchronization setup page. As a result of importing the MS Exchange activities that have the Appointment or Meeting type, the activities of the Meeting category will be added in bpm'online. Additionally, the meeting participants will be added to the PARTICIPANTS detail of this task. If a meeting participant is not found in bpm'online, the system will automatically register them and add them to the PARTICIPANTS detail. When importing the MS Exchange activities of the Task type, the activities of the To do category will be added in bpm'online. In this case, only those tasks whose owner is the bpm'online current user will be imported. SETTING UP EXPORT OF ACTIVITIES DURING SYNCHRONIZATION To set up the export of the bpm'online activities to MS Exchange: 1. In the ACTIVITIES field group, select the [Export activities] checkbox. 2. Select the [All] option to export all activities to which you have the access. 3. Select the [Export selected activities] option to export only activities of particular types, or activities from the specified folders. a. Select the [Appointments] checkbox to export during the synchronization all tasks of the Meeting category to which you have the access. b. Select the [Tasks] checkbox to export during the synchronization all tasks of the To do category to which you have the access. c. Select the [From calendar] checkbox to export tasks of the Meeting or To do category for which the [Show in calendar] checkbox is selected. d. Select the [From folders] checkbox to export tasks included in particular dynamic folders, for example, Uncompleted tasks. Click the [Select folders] button and specify the needed folders. 4. Click the [Save] button on the mailbox synchronization setup page. 245

247 Integration with the MS Exchange service As a result, the activities of the Appointment type will be created in MS Exchange when exporting tasks of the Meeting category. If a meeting that has at least one contact in the Participants detail except its author, the Meeting activity will be created in MS Exchange. When exporting tasks of the To do category, the activities of the Task type will be created in MS Exchange. SYNCHRONIZING ACTIVITIES WITH MS EXCHANGE Activities can be synchronized between bpm'online and the Exchange server automatically with the specified periodicity. To enable automatic synchronization, select the [Synchronize contacts and activities every] checkbox on the mailbox synchronization setup page and specify the periodicity for the synchronization, in minutes. To synchronize activities immediately, open the [Activities] section and select the [Synchronize with tasks and meetings in Exchange] action. bpm online customer service 246

248 User guide INTEGRATION WITH THE GOOGLE ORGANIZER You can synchronize your bpm'online contacts and tasks with the Google contacts and calendar. After the synchronization, the latest modifications in the bpm'online contacts will be transmitted to the Google organizer and vice versa. CONTENTS Application registration for integration with Google Configuring Google accounts in bpm'online Setting up the synchronization of bpm'online contacts and activities with the Google contacts and calendar Synchronizing the bpm'online contacts with the Google contacts Synchronizing the bpm'online activities with the Google calendar APPLICATION REGISTRATION FOR INTEGRATION WITH GOOGLE The bpm online application integrates with Google calendar and Google contacts. To use the integration features, you need to register the bpm'online Google account. Registration procedure can be divided into two steps: First, you have to register a Google account and set it up, enable an access to Calendar API, generate the keys ( Client ID and Client secret ) needed for integration. Second, enter the received Client ID and Client secret keys into bpm online as the values of the [Google service access key] and [Google secret access key] system settings respectively. SETTING UP AN ACCOUNT AND RECEIVING GOOGLE KEYS To configure the Google account: 1. Register the bpm online service account in Google. The information about registration can be found in the Google reference materials. 2. Follow this link: 3. Click the [Create project] button (Fig. 269). Fig. 269 Creating a new project using Google APIs 247

249 Integration with the Google organizer 4. From the list of available APIs (APIs&auth > APIs in the left panel), select Calendar API and click the OFF button in the STATUS column (Fig. 270). Fig. 270 Activating Calendar API 5. As a result, the Calendar API will be added to the list of available APIs in the project (Fig. 271). Fig. 271 Calendar API in the list of available APIs in the project 6. Open the credentials setup page ([APIs & auth] > [Credentials]) (Fig. 272). bpm online customer service 248

250 User guide Fig. 272 The credentials setup page 7. Click the [Create new client ID] button (Fig. 273). Fig. 273 Creating OAuth 2.0 Client ID 8. In the opened window, specify the following parameters (Fig. 274): a. APPLICATION TYPE select the [Web application] option. b. AUTHORIZED JAVASCRIPT ORIGINS enter the web address of your application, for example, onlineapp.com (without the quotes). c. AUTHORIZED REDIRECT URI specify the application web page to which the authentication data will be sent. This will enable users to get access to the system of exchange data between the Google and bpm online accounts. As a rule, this is the application home page whose address is composed as follows: [Application website address] + /0/ViewPage.aspx?Id=3b22f0ff-034a-48da-8758-a0660e5a26ff. For 249

251 Integration with the Google organizer example, onlineapp.com/0/viewpage.aspx?id=3b22f0ff-034a-48da a0660e5a26ff (without the quotes). Fig. 274 Configuring parameters to create the Client ID 9. Click the [Create ID] button. As a result, the table that contains the data for the created Client ID will be displayed. The table will contain the Client ID and Client secret keys used in integration. 10. Finally, specify information about the product for which the Client ID is created. To do this, open [APIs & auth] > [Consent screen]. On the opened page, fill in the required properties: a. ADDRESS specify the address of the bpm online service account. b. PRODUCT NAME specify the product name, for example, bpm online. 11. Click the [Save] button to save the changes. ENTERING GOOGLE KEY INTO BPM ONLINE Enter the received Client ID and Client secret keys into bpm online as the values of the [Google service access key] and [Google secret access key] system settings using the following steps: 1. Open the bpm online application. 2. Open the system designer by clicking the button at the top right corner of the application. bpm online customer service 250

252 User guide 3. Click the [System settings] link in the [System setup] block (Fig. 275). The [System settings] section will be opened in a separate window. Fig. 275 The [System settings]section 4. In the folder area, select the [Integration with external resources] folder of system settings (Fig. 276). Fig. 276 The [Integration with external resources] group of system settings 5. Select the [Google service access key] system setting in the list and click [Edit]. 6. In the [Value] field of the system setting card, enter Client ID key received during the bpm online registration in Google (for example, apps.googleusercontent.com ) and click [OK] (Fig. 277). 251

253 Integration with the Google organizer Fig. 277 Entering the Client ID key into bpm online 7. Select the [Google secret access key] system setting in the list and click [Edit]. 8. In the [Value] field of the system setting card, enter the Client secret key received during the bpm online registration in Google (for example, AbcDEf1G23HIjKlmnOPqRStu ) and click [OK] (Fig. 278). bpm online customer service 252

254 User guide Fig. 278 Entering the Client Secret key into bpm online As a result, the bpm online users will be able to synchronize their tasks and contacts with the Google calendar and Google contacts. CONFIGURING GOOGLE ACCOUNTS IN BPM'ONLINE Once the application is registered in Google, configure the Google account in bpm online: 1. Open the user profile page by clicking the [Profile] button of the application home page. 2. Click the [Accounts in external resources] button. 3. On the opened page, click the [Add] button and select the Google account from the menu. 4. On the opened page, log in using your Google account. As a result, the username and password of the Google account will be used when synchronizing the bpm online contacts and activities with the Google contacts and calendar. SETTING UP THE SYNCHRONIZATION OF BPM'ONLINE CONTACTS AND ACTIVITIES WITH THE GOOGLE CONTACTS AND CALENDAR To allow synchronization of Google contacts and calendar with bpm online contacts and activities, the synchronization must be set up beforehand. An example of setting up synchronization in the CONTACTS section is given below. 1. Open the CONTACTS section. 2. Create a static contact folder to be synchronized. To do this: a. From the [Filter] menu, select the [Show folders] option. The folder area will be displayed. 253

255 Integration with the Google organizer b. From the [Add folders] menu, select the [Static] option. In the opened window, enter the folder name, for instance, For Google synchronization, and click the [Save] button. 3. Select the [Set up Google synchronization] option from the [Actions] menu. The setup page will open: a. Click the button in the [Account] field. b. In the opened window, log in to Google. c. In the [Contacts folder for synchronization] field, select the created static folder. d. If the synchronization should start automatically, select the Start contact synchronization every checkbox and specify the time period for synchronization, for example, 30 Minutes. NOTE Date and time of the latest synchronization session is displayed on the setup page. e. Click the [OK] page button to save the settings. As a result, both your Google account and the BPMonline contact folder for synchronization will be saved in the system, and the synchronization will be started at the specified time period automatically. NOTE In the [Activities] section, setting up synchronization with Google can be done in the same manner. Note that you don't need to specify the static folder for synchronizing tasks in the synchronization settings of the [Activities] section. SYNCHRONIZING THE BPM'ONLINE CONTACTS WITH THE GOOGLE CONTACTS You can use the synchronization option to add your Gmail contacts into bpm online. Synchronization with Google can be performed only for those bpm online contacts that belong to a static folder indicated in the synchronization settings. To run the synchronization for the first time: 1. Open the [Contacts] section. 2. Select the [Synchronize with Google Contacts] option from the [Actions] menu. As a result of synchronization, a new group of contacts titled bpm online will be added in your Gmail. 3. Move Gmail contacts to the bpm online group. 4. Run the [Synchronize with Google Contacts] action again to perform the synchronization of contacts. As a result, the Gmail contacts from the bpm online group will be imported into the bpm online folder that was specified during the synchronization setup. From this point on, the synchronization of Google and bpm online contacts is performed in both directions. If you transfer some bpm online contacts to the static folder specified in the synchronization settings, they will be automatically imported into the Gmail's bpm online group of contacts during the next synchronization. Synchronization is run only for those records that have been changed or added since the last synchronization session. bpm online customer service 254

256 User guide If a record has been modified in both Gmail and bpm online, the most recent of these changes will be used for the synchronization. If some records are deleted in Gmail or bpm online, the next synchronization will not delete them from bpm online or Gmail. However, records that have been deleted in bpm online will be excluded from the bpm online group in Gmail, and records deleted in Gmail will be deleted from the specified static folder in bpm online. NOTE Synchronization can also be run automatically, within the time intervals specified in the synchronization settings. SYNCHRONIZING THE BPM'ONLINE ACTIVITIES WITH THE GOOGLE CALENDAR If you use the Google calendar to plan your activities, you can synchronize it with your bpm online calendar. To run the synchronization, execute the [Synchronize with Google calendar] of the ACTIVITIES section. When you run this action, the bpm online activities are synchronized with the calendar of the Google account specified in the synchronization settings. Only certain bpm online activities are synchronized. These are the Task activities with the current user specified as the owner. If the current author creates an event in Google, synchronization with bpm online adds it into the system and lists its participants on the [Participants] detail. Only those users who have the same listed on the [Communication options] detail and in the Google event will be added to the list of participants. This collective task will be displayed for other participants only after they synchronize their calendar with Google. If a collective task that was created in bpm online by synchronizing with Google has been modified by one of its participants, it will not be synchronized with Google on behalf of that participant. NOTE Synchronization can also be run automatically, within the time intervals specified in the synchronization settings. 255

257 Integration with social networks INTEGRATION WITH SOCIAL NETWORKS The bpm online application can use the Facebook and Twitter social networks to search for information about contacts registered in the system and to store the data found on the contact page. By using the social network data, you can also search for contacts accounts and add them to the system. To use the information about the contacts in any social network, you need to register the bpm online application in the desired social network and set up the bpm online account on it. CONTENTS Setting up bpm online Facebook integration Setting up bpm online Twitter integration SETTING UP BPM ONLINE FACEBOOK INTEGRATION Only on-site bpm online applications require Facebook integration setup. In applications that have been deployed cloud, Facebook authorization is performed once when working with the system for the first time. Setting up the bpm online application on Facebook is done in several steps: Setting up the bpm online account in Facebook Entering Facebook key into bpm online Configuring shared Facebook accounts in bpm online ATTENTION! First two steps must be performed once by the system administrator. SETTING UP THE BPM ONLINE ACCOUNT IN FACEBOOK To set up the bpm online account in Facebook: 1. Log in to Facebook. 2. Follow the link. NOTE If you are not registered as a Facebook developer, click the [Register Now] button and perform the registration on the displayed page. 3. Click the [Create New App] button (Fig. 279). Fig. 279 Adding a new application to Facebook 4. As a result, the application type selection window will be displayed. In this window, click the advanced setup link (Fig. 280). bpm online customer service 256

258 User guide Fig. 280 The application type selection window 5. In the opened window, fill in the following fields (Fig. 281): a. [Display Name] application name, for example, bpm online. b. [Category] select the application category from the list, for example, Business. c. Click the [Create App ID] button. Fig. 281 Setting up application properties 6. Once the security check is complete, the application window will open. It will display the App ID and App Secret keys generated for the application (Fig. 282). By default, the App Secret key is displayed as a mask. To view the key, click the [Show] button and enter your password. 257

259 Integration with social networks Fig. 282 Application registration keys for Facebook 7. Go to the [Settings] tab. 8. In the opened window, fill in the fields (Fig. 283): a. [App Domains] domain name of the website where the application is deployed. b. [Contact ] address to which the application notifications will be sent. Fig. 283 Entering the domain name and address 9. Click the [Add Platform] button (Fig. 284). Fig. 284 The [Add Platform] button 10. Select Website as a platform (Fig. 285). bpm online customer service 258

260 User guide Fig. 285 Selecting application platform 11. In the [Site URL] field, specify the full website address you use to log in to bpm online (Fig. 286). In the [Mobile Site URL] field, you can additionally specify the mobile application access address. Fig. 286 Entering the website address 12. To finish the registration of the application on Facebook, click the [Save Changes] button (Fig. 287). Fig. 287 Saving the application settings on Facebook 13. To allow all users to use Facebook integration, make the application public. To do that, on the [Status & Review] tab, set the switcher to the [YES] position (Fig. 288). 259

261 Integration with social networks Fig. 288 Setting up the app publicity ENTERING FACEBOOK KEY INTO BPM ONLINE Before registering Facebook keys in bpm online, clear the checkbox in the Use shared Facebook application system setting. NOTE If the Use shared Facebook application checkbox is selected, the Facebook access key and Facebook secret access key system settings are ignored. In cloud applications, the common application Bpm online Social is used if the mentioned checkbox is selected. The keys ( App ID and App Secret, Fig. 282) generated when registering the application must be entered into bpm online as the values of the system settings included in the Integration with external resources folder : In the [Facebook Access Key] field, enter the App ID key. In the [Facebook Secret Access Key] field, enter the App Secret key. CONFIGURING SHARED FACEBOOK ACCOUNTS IN BPM ONLINE When Facebook keys are specified in the system settings, bpm online users have to authorize once using their Facebook login credential. For example, the authorization window will be displayed when the button is clicked on the [Communication options] detail of the contact or account page. To set up a shared Facebook account for all bpm online users, perform the following steps: 1. Open the user profile page by clicking the [User profile] link on the application home page. 2. Click the [Accounts in external resources] button. 3. On the displayed page, select an account to be shared for all system users. 4. Select the [Make shared] option from the [Actions] menu (Fig. 289). Fig. 289 Configuring a shared Facebook account As a result, bpm online will use the specified account to search for information about Facebook contacts. bpm online customer service 260

262 User guide NOTE Only the user who has the permission to perform the Access to managing shared accounts in the external resources operation can configure the shared account. NOTE For your convenience, keep the shared account active. The user who created the account must be logged into Facebook and periodically perform actions connected to bpm online integration, for example, search for a bpm online contact on Facebook. If any actions haven't been performed within two months, Facebook will ask to log in again. SEE ALSO Setting up bpm online Twitter integration SETTING UP BPM ONLINE TWITTER INTEGRATION Setting up the bpm online application on twitter is done in several steps: Setting up the bpm online account in Twitter Entering Twitter key into bpm online Configuring Twitter accounts in bpm online ATTENTION! First two steps must be performed once by the system administrator. SETTING UP THE BPM ONLINE ACCOUNT IN TWITTER To set up the bpm online account in Twitter: 1. Log in to Twitter. 2. Follow the link. 3. Click the [Create a new application] button (Fig. 290). Fig. 290 Adding an application to Twitter 4. Fill in all the required fields. 5. In the [Callback URL] field, specify the URL address that consists of bpm online website address and the Twitter.aspx code (Fig. 291). 261

263 Integration with social networks Fig. 291 Entering the Callback URL address For example: online.com/twitter.aspx 6. Click the [Create your Twitter application] button. As a result, the application properties page (Fig. 292) that contains the API key key will open. Follow the manage API keys link to get access to the value of the API secret key. Fig. 292 Application properties page 7. As a result, the window that contains both keys ( API key and API secret ) (Fig. 293) needed for registering the application on Twitter will open. Fig. 293 Application registration keys for Twitter bpm online customer service 262

264 User guide ENTERING TWITTER KEY INTO BPM ONLINE The keys (Fig. 293) generated when registering the application must be entered into bpm online as the values of the system settings included in the Integration with external resources folder: In the [Twitter access key] field, enter the API key key. In the [Twitter secret access key] field, enter the API secret key. CONFIGURING TWITTER ACCOUNTS IN BPM ONLINE To configure Twitter accounts in bpm online: 1. Open the user profile page by clicking the [Profile] button of the application home page. 2. Click the [Accounts in external resources] button. 3. On the opened page, click the [Add] button and select the [Twitter] account from the menu. 4. On the opened page, log in using your Twitter account. As a result, bpm online will use the specified account to search information about Twitter contacts. SEE ALSO Setting up bpm online Facebook integration 263

265 Synchronization of user accounts and roles with LDAP SYNCHRONIZATION OF USER ACCOUNTS AND ROLES WITH LDAP Synchronization with an LDAP directory can be used to automate the user account administration in bpm online. For example, the users whose accounts are synchronized with LDAP, can use their domain user name and password to log in to the system. The synchronization procedure can be divided into three stages: 1. LDAP integration setup. Performed once, unless LDAP directory structure changes. The setup is needed to enable the synchronization functionality in the system. 2. Connecting bpm online items (i.e. users and organizational structure elements) to the respective items in the LDAP directory. It is performed when adding new users or organizational structure elements. You can connect existing bpm online user accounts or import users from LDAP directory by automatically creating connected records in bpm online. 3. Synchronization of bpm online users and organizational structure elements with the connected LDAP directory elements. This is needed to update data in the system in order to reflect changes that occurred in the LDAP directory since the last synchronization. Sould be performed on regular a basis: either automatically or by the [Synchronize with LDAP] action in the [Users and roles management] section. CONTENTS LDAP integration setup Connecting LDAP elements to bpm online users and roles LDAP synchronization Authentication using the NTLM protocol SEE ALSO Users and roles management LDAP INTEGRATION SETUP Integration setup is the process of setting up parameters for connecting LDAP directory elements to bpm online users and roles. To successfully set up LDAP integration, basic knowledge about the structure of the needed LDAP directory is required. ATTENTION! Depending on the structure of each LDAP directory, LDAP element attributes in your directory may be different from the attributes specified as examples. 1. RUNNING INTEGRATION SETUP To run setup, open the system designer and click the [LDAP integration setup] link of the [Import and integration] block. 2. LDAP SERVER CONNECTION SETUP Specify the parameters to setup server connection: [Server name] - name or LDAP server IP address. [Authentication type] - authentication type. bpm online customer service 264

266 User guide NOTE The authentication type is defined by the LDAP server being used, as well as by the authentication security requirements. For example, select the Ntlm type to authenticate NT LanManager that is supported by Windows. [Administrator login] and [Password] - administrator login and password fields. [Synchronization interval (hours)] - the interval for automatic users synchronization with LDAP. [Modification date attribute] - the name of the attribute where the time and date of the last LDAP element modification, for example, WhenChanged are stored automatically. NOTE During the next synchronization with LDAP, this date will be used to determine which users are new and have appeared in the LDAP groups after the last synchronization session. 3. USER SYNCHRONIZATION SETUP To set up the user synchronization, specify the attributes of LDAP directory elements that contain the users data to be imported. [Domain name] - the unique name of the LDAP organizational structure element comprising the users that are synchronized. All users that are subordinate to the specified LDAP element, directly or through other elements, will be available for synchronization. For example, if you specify root element of the LDAP directory, all users in the directory will be available for synchronization. [User's full name] - LDAP attribute that contains the full name of an LDAP user. The value of this attribute is used to automatically fill in the [Contact name] field in the contact page when importing users. For example, the first and last name can be contained in such attributes as name or cn (Common name). [Login] - the attribute that contains the LDAP user name that is used to log in to the system. The user, whose account was synchronized with LDAP, will be logging in to the system using that name. For example, login can be contained in the samaccountname attribute. [Unique identifier of user] - the attribute that can be used as a unique user Id. The value of this attribute must be unique for each user. You can also specify additional attributes containing the information that can be used to fill out the user registration page automatically: [Organization name] - the attribute that contains organization name that the user works with. The value of the specified attribute will be used when filling in the [Account] field in the contact page. During the synchronization the account with name, completely matching the value of the specified attribute, will be selected in the field. [Job title] - the attribute that contains user's job title. The value of the specified attribute will be used when filling in the [Job title] field in the contact card. During the synchronization the job title with name, completely matching the value of the specified attribute, will be selected. [Phone] - the attribute that contains business phone number of the user. The value of the specified attribute will be used to fill in the [Business phone] field in the contact card. [ ] - the attribute that contains the address of the user. The value of the specified attribute will be used to fill in the [ ] field in the contact card. ATTENTION! If you leave the mentioned fields empty, the corresponding fields in the contact page will not be filled in automatically when importing users from an LDAP directory. 265

267 Synchronization of user accounts and roles with LDAP 4. SETTING UP THE SYNCHRONIZATION BETWEEN THE LDAP USER GROUPS AND BPM ONLINE ROLES Group synchronization settings are used to enable linking groups in the LDAP directory and bpm online organizational structure. To set up the user synchronization, specify the attributes of LDAP directory elements that contain the user data to be imported. [LDAP group name] - the attribute containing the name of the user group in LDAP. For example, you can specify attribute cn ( common name ). [Group Id] - the attribute that must be used as a unique group Id. The value of this attribute must be unique for each group. For example, you can use the objectsid attribute as a unique group Id. [Groups domain name] - the unique name of the LDAP element organizational structure that contains all user groups that are synchronized. All user groups that are subordinate to the specified LDAP element, directly or through other elements, will be available for synchronization. For example, if you specify the root element of the LDAP directory, all user groups in the directory will be available for synchronization. 5. SETTING UP FILTER CONDITIONS Setting up filter conditions allow to determine which LDAP element criteria will be included in the list of the groups and users that are synchronized. Specify the parameters to set up filter conditions: Use the [List of users] filter to select the needed LDAP elements from the general catalog that will be synchronized with the bpm online users. The search filter must select active elements only. For example, the following search filter can be used: (&(objectclass=user)(objectclass=person)(!objectclass=computer)(!user AccountControl: :=2)). Use the [List of groups] filter to select the needed LDAP elements that will be synchronized with the bpm online organizational structure elements (user groups). The search filter must select active elements only. For example, the following search filter can be used: (&(objectclass=group)(!useraccountcontrol: :=2)). Use the [List of group users] filter to receive the list of users that are included in the LDAP group. One or more attributes will determine whether a user is a member of a group. For example, most directories use such attribute as memberof. You can specify the conditions for forming a list of users as a search filter. Use the following variables to specify filter parameters: a. [#LDAPGroupDN#] unique name (Distinguished Name) of the group being searched; b. [#LDAPGroupName#] name of the group. This variable will contain the value specified in the [LDAP group name] field. c. [#LDAPGroupIdentity#] unique id of the searched folder. The variable will contain the value of the attribute specified in the [Group Id] field. For example, the memberof attribute determines if the user is a member of a group. The value of this attribute is a unique group name (Distinguished name). To set up synchronization with such directory, in the [List of group users] field, specify the following filter: (memberof=[#ldapgroupdn#]). SEE ALSO System settings description bpm online customer service 266

268 User guide CONNECTING LDAP ELEMENTS TO BPM ONLINE USERS AND ROLES Before synchronizing bpm online users, a number of operations must be performed: connect bpm online organizational structure elements to the LDAP user groups; connect bpm online users to the LDAP users; if necessary, import LDAP users to bpm online. To connect an organizational structure element to the LDAP group, specify the needed LDAP element on the organizational structure page. To synchronize one of the existing bpm online users with LDAP, connect that user to the corresponding LDAP user. To synchronize large numbers of users who have not yet been registered in bpm online, import these users from the LDAP directory. CONNECTING ORGANIZATIONAL STRUCTURE ELEMENTS 1. Open the system designer and click the [Users and roles management] link in the [Users and administration] block. 2. Select the [Organizational structure] view. 3. Select the element that needs to be connected to the LDAP user group in the organizational structure area. 4. On the organizational structure page: a. Go to the [Users] tab. b. Select the [Synchronize with LDAP] checkbox. c. In the [LDAP element] field, select the LDAP group that needs to be connected to the current element. 5. Save settings. The selected LDAP group will be connected to bpm online organizational structure element. The [Import LDAP users] option becomes available for the selected element on the [Users] or [Mangers] detail of the similarly-named tab in the [Add] button menu. CONNECTING A BPM ONLINE USER TO AN LDAP USER: 1. Open the system designer and click the [Users and roles management] link in the [Users and administration] block. 2. Select the [Organizational structure] view. 3. In the organizational structure area, select the element comprising the needed user. 4. On the organizational structure page, go to the [Users] tab and open the user page. 5. On the [General information] tab, select the [LDAP authentication] option. 6. In the [Login] field, select the needed LDAP user. 7. Save settings. As a result, the selected bpm online user will be connected with the LDAP user and will be able to log in to the system, using the login and password stored in the LDAP directory (i.e. domain login and password). 267

269 Synchronization of user accounts and roles with LDAP CONNECTING SEVERAL BPM ONLINE USERS TO LDAP USERS: 1. Open the system designer and click the [Users and roles management] link in the [Users and administration] block. 2. Select the [Organizational structure] view. 3. In the organizational structure area, select the element for which the users need to be connected. NOTE Before importing users, connect all necessary bpm online organizational structure elements to the corresponding groups in the LDAP directory. 4. On the organizational structure page, go to the [Users] or [Mangers] detail of the similarlynamed tab and in the [Add] button menu select the [Import LDAP users] option. 5. In the displayed list of LDAP users, leave only those who need to be connected to bpm online users, and remove all the rest. ATTENTION! The list of LDAP user displays all the users, regardless of whether they are included in the LDAP element that is connected to the organizational structure or not. When synchronizing with LDAP, only those users who are included in the LDAP element that is connected to the organizational structure will be synchronized. 6. In the [Bpm online user] column for each user, select the corresponding bpm online user to be connected. 7. Click the [Save] button. As a result, the selected LDAP users will be connected to bpm online users. The [LDAP authentication] checkbox will be selected, the [Login] field will be specified and the [Active] checkbox will be selected for the common fields of the user page on the [General information] tab of the connected users pages. IMPORTING NEW USERS FROM LDAP 1. Open the system designer and click the [Users and roles management] link in the [Users and administration] block. 2. Select the [Organizational structure] view. 3. In the organizational structure area, select the element that will be used for LDAP users import. NOTE Before importing users, connect all necessary bpm online organizational structure elements to the corresponding groups in the LDAP directory. 4. On the organizational structure page, go to the [Users] or [Mangers] detail of the similarlynamed tab and in the [Add] button menu select the [Import LDAP users] option. 5. In the displayed list of LDAP users, leave only those users who need to be imported, and remove all the rest. The [Bpm online user] column for the imported users should remain empty. ATTENTION! The list of LDAP user displays all the users, regardless of whether they are included in the LDAP element that is connected to the organizational structure or not. When synchronizing with LDAP, only those users who are included in the LDAP element that is connected to the organizational structure will be synchronized. bpm online customer service 268

270 User guide 6. Click the [Save] button. As a result, the contacts will be created for the selected LDAP users and bpm online users will be connected to them. New user accounts will be automatically added to the selected organizational structure element. At the same time, the fields in the contact page will be filled in with values of different attributes, specified during the synchronization setup. NOTE When the LDAP user is connected to a bpm online user account, the corresponding user will be automatically licensed. LDAP SYNCHRONIZATION During the synchronization session, all changes made to users and groups in the LDAP directory are applied to the corresponding connected bpm online organizational structure elements. AUTOMATIC SYNCHRONIZATION Automatic synchronization of LDAP users is performed at the interval specified in the [Synchronization interval (hours)] field of LDAP integration setup page. MANUAL SYNCHRONIZATION: To run the manual synchronization: 1. Open the system designer and click the [Users and roles management] link in the [Users and administration] block. 2. Select the [Synchronize with LDAP] option in the section menu. After the synchronization is complete, a confirmation message will be displayed. SYNCHRONIZATION RESULTS If an LDAP user has been deleted, the [Active] checkbox will be cleared on the page of the corresponding bpm online user. If an LDAP user is no longer among the active users, the [Active] checkbox will be cleared on the page of the corresponding bpm online user. If a previously inactive LDAP user has been activated, then the [Active] checkbox will be selected on the page of the synchronized bpm online user. If an LDAP user or group of users has been renamed, then the synchronized bpm online users and roles will be renamed as well. If an LDAP user has been excluded from an LDAP group that was synchronized with a bpm online organizational structure element, then the corresponding bpm online user will be excluded from the corresponding bpm online organizational structure element. If a synchronized LDAP user has been added to a synchronized LDAP group, then the corresponding bpm online user will be added to the corresponding bpm online organizational structure element. If new unsynchronized LDAP users have been added to a synchronized LDAP element, the users will be imported to bpm online. SEE ALSO Users and roles management 269

271 Synchronization of user accounts and roles with LDAP AUTHENTICATION USING THE NTLM PROTOCOL The NTLM authentication protocol allows to authenticate the user in the application by comparing the domain data of the current user with the credentials of the corresponding bpm online or LDAP user. Thus, the user who is authenticated becomes authorized within the domain and will be able to log in to the bpm online application without entering the username or the password of the account. Depending on the configuration, NTLM authentication allows you to: Log in to the system as the authenticated domain user using the [Log in as domain user] link of the login page. Log in at once skipping the login page. In this case, the user is forwarded to the main page of the application at once. The NTLM authentication functionality is available: Only for the users whose application is deployed on-site. Either for the users of the main application or for the self-service portal users. Either for the users who are synchronized with LDAP or bpm online users. CONTENTS How the NTLM authentication protocol works How to setup authentication using the NTLM protocol How to log in to the system using the configured NTLM authentication protocol HOW THE NTLM AUTHENTICATION PROTOCOL WORKS If the user attempts to log in to the system using the domain credentials, the following authentication algorithm is performed: 1. A user authentication check within the domain is performed. 2. If the domain username and the password are stored in a cookie, they will be retrieved from this cookie. Otherwise, a browser window will be displayed to enter the user credential. Further algorithm steps depend on the user synchronization with the LDAP directory. a. If the user is not synchronized with LDAP: User authentication check is performed through the comparison of the username and the password from the cookie and the corresponding credentials of the bpm online account. Thus, it is required to specify the same username and password that are used in the domain to enable NTML authentication for the users who are not synchronized with LDAP. Based on the check results, if the data matches and the user account is licensed, the user authorization will be performed. b. If the user is synchronized with LDAP: The browser sends a request to the Active Directory service to authenticate the user. The query returns the credentials of the current domain user that are compared with the username and the password details stored in the cookie. If the data matches and the user account is licensed, the user authorization will be performed. bpm online customer service 270

272 User guide NOTE User authentication is performed either for the users of the main application or for the self-service portal users. You can set the check order in the Web.config file of the loader application. SEE ALSO Authentication using the NTLM protocol How to setup authentication using the NTLM protocol How to log in to the system using the configured NTLM authentication protocol HOW TO SETUP AUTHENTICATION USING THE NTLM PROTOCOL To use NTLM authentication functionality, it is required to register the users manually in the system or import them from LDAP and grant licenses to them. Also, it is required to allow cookies via the browser configuration to be able to store the data locally. NTLM authentication setting is performed on the server where the application is deployed and includes: IIS server setting that activates authentication using the NTLM protocol. Web.config file setting of the loader application that defines authentication providers and users availability check order among those registered in bpm online. SETTING IIS SERVER 1. Activate Windows Authentication in the loader application (Fig. 294). Fig. 294 Activating Windows Authentication 2. Activate Windows Authentication on all working applications inside the loader application. In the process of bpm online installation, one working application with the 0 caption is created automatically by default to be in charge of the configuration work flow. However, the structure of your application may contain additional configurations. 3. Activate Windows Authentication for the 0/ServiceModel level to activate service work with domain authorization. NOTE Read more about Windows Authentication in Microsoft webhelp. SETTING UP WEB.CONFIG FILE OF THE LOADER APPLICATION 1. Open the Web.config file of the loader application to be edited. 2. In this file, specify the Windows Authentication providers, for example: 271

273 Synchronization of user accounts and roles with LDAP auth providernames = InternalUserPassword, SSPLdapProvider, Ldap autologinprovidernames = NtlmUser, SSPNtlmUser [InternalUserPassword] provider that is specified in the Web.config file by default. If you want to provide NTLM authentication only for the users who are not synchronized with LDAP, do not specify an additional value for the providernames parameter. [Ldap] add this parameter to the [providernames] parameter value for the users of the main application who are synchronized with LDAP to be able to perform NTLM authentication. [SSPLdapProvider] add this parameter to the [providernames] parameter value for the users of the self-service portal who are synchronized with LDAP to be able to perform NTLM authentication. [NtlmUser] add this parameter to the [autologinprovidernames] parameter value for the users of the main application to be able to perform NTLM authentication regardless of their synchronization with LDAP and the authentication type configured for these bpm online users. [SSPNtlmUser] add this parameter to the [autologinprovidernames] parameter value for the users of the self-service portal to be able to perform NTLM authentication regardless of their synchronization with LDAP and the authentication type configured for these bpm online users. The record order of the [autologinprovidernames] parameters defines the order of the user availability check within the system among the users of the main application (NtlmUser) or among the self-service portal users (SSPNtlmUser). For example, if you want the check to be performed among the main application users primarily, place the [NtlmUser] provider at the top of the list of the values of the [autologinprovidernames] parameter. ATTENTION You can specify the [SSPNtlmUser] provider as an [autologinprovidernames] parameter value only if the [NtlmUser] provider is specified additionally. You can use the [NtlmUser] provider separately. 1. If you want to authenticate in bpm online at once, specify the true value for the [UsePathThroughAuthentication] parameter of the <appsettings> element: <appsettings> <add key="usepaththroughauthentication" value="true" />... </appsettings> If you want the login page to be displayed with the available [Log in as domain user] link, specify the false value for the [UsePathThroughAuthentication] parameter. SEE ALSO Authentication using the NTLM protocol How the NTLM authentication protocol works How to log in to the system using the configured NTLM authentication protocol HOW TO LOG IN TO THE SYSTEM USING THE CONFIGURED NTLM AUTHENTICATION PROTOCOL As a result of NTLM protocol configuration, the user can authorize in bpm online using the domain credentials with no need to enter the username or the password of the bpm online user account. 1. A browser window with the user credentials where the domain username and the password must be specified will be displayed in the application at the first log in to the system. bpm online customer service 272

274 User guide 2. If you activate the authentication at once function during setting up the Web.config file of the loader application, the user will be forwarded to the main page of the application skipping the login page. 3. If you deactivate the authentication at once function, the login page will be displayed by clicking the bpm online link where the [Log in as domain user] button will be available (Fig. 295). Fig. 295 Login page Click the [Log in as domain user] button to authorize in the system. SEE ALSO Authentication using the NTLM protocol How the NTLM authentication protocol works How to setup authentication using the NTLM protocol 273

275 ADMINISTRATION TOOLS CONTENTS Users and roles management The [Objects permissions] section The [Operations permissions] section The [Lookups] section The [System settings] section The [Change log] section The [Audit log] section bpm online customer service 274

276 User guide USERS AND ROLES MANAGEMENT The "Users and roles management" section is designed to create the organizational structure of your company, register user accounts, define the place of each user in the organizational structure, distribute licenses for users and work with functional roles. VIEWS This section contains several views accessible through the corresponding link in system designer (Fig. 296). Fig. 296 Link to the [Organizational structure] view of the "Users and roles management" section Section views organizational structure. This view displays the organizational structure tree of your company. It also contains users, managers, related functional roles and access rights for a selected element. All elements of the view are described below in the context of the organizational structure page. functional roles. This view displays the functional roles tree. It also contains related organizational roles, users and access rights for a selected functional role. All elements of the view are described below in the context of the functional roles page. users. In this view, the list of system users is displayed. Here you can add new users or set up the existing user parameters, issue licenses to users and grant them permissions. All elements of the view are described below in the context of the user page. ORGANIZATIONAL STRUCTURE The organizational structure tree displays the hierarchy of organizational roles of users in the system. The structure consists of organizations and divisions. Organizations represent separate companies (accounts) in the structure. For example, these can be the subsidiary companies. On the structure element page, the company that this element represents in the structure must be specified. Organizations can be subordinate only to other organizations. Divisions can be subordinate to organizations or other divisions. For example, departments or other organizational units can also be considered divisions. 275

277 Users and roles management FUNCTIONAL ROLES Functional roles are designed for granting the same set of permissions to different elements of organizational structure. For example, add the sales department of the head office and the sales department of the branch to the organizational structure, and the role of a sales manager to the functional structure. To set up the same permissions for different divisions, define the set of permissions for a functional role and connect it to several divisions. INHERITED ACCESS RIGHTS Access rights can be granted to specific users, organizational roles and functional roles. If users are included in an organizational role, they are also granted all permissions of this role. If an organizational role is connected to a functional role, all users of the organizational role receive the permissions of the connected functional role. If an organizational/functional role is the subordinate to another role, it receives the permissions of the parent role on the top of its own permissions. Managers of companies/divisions, in addition to their own access rights, automatically receive all access rights provided to their organizational structure elements, all subordinate elements and users. NEXT IN THIS CHAPTER The [Organizational structure] page The [Functional roles] page User page Actions in the [Users and roles management] section SEE ALSO Synchronization of user accounts and roles with LDAP THE [ORGANIZATIONAL STRUCTURE] PAGE The page contains the organizational structure tree of the company and information about the selected element of the structure. THE [USERS] TAB The tab contains the controls for establishing the connection between the organizational structure elements and LDAP. The tab also displays the list of user accounts that are included in the organizational structure element. Select the [Synchronize with LDAP] checkbox to synchronize the element of organizational structure with an LDAP directory element (for example, with a group of Active Directory users). [LDAP element] the element that will be synchronized with the element of organizational structure. Users The [Users] detail contains the list of users of the selected organizational structure element. On the detail, you can: add a new user by filling in the user page; add an existing user by selecting it from the users list; import LDAP users. bpm online customer service 276

278 User guide ATTENTION! You can import LDAP users only if the LDAP user integration has been set up. THE [MANAGERS] TAB The tab displays the role name of the managers of the selected structure element and the list of included employees. Managers of companies/divisions, in addition to their own access rights, automatically receive all access rights provided to their organizational structure elements, all subordinate elements and users. Managers The [Managers] detail displays the list of users who are the managers of the selected element of the organizational structure. On the detail, you can: add a new user by filling in the user page; add an existing user by selecting it from the users list; import LDAP users. NOTE If an organizational structure element does not have a group of managers, the options on the tab will be unavailable. THE [FUNCTIONAL ROLES] TAB The tab displays the list of functional roles of users connected to the organizational structure element and the list of functional roles of managers. NOTE If an organizational structure element does not have a group of managers, the list of managers' functional roles will be unavailable. THE [ACCESS RULES] TAB The tab contains the range of IP addresses that the organizational structure element and its managers are allowed to use to access the system. SEE ALSO User page The [Functional roles] page THE [FUNCTIONAL ROLES] PAGE The page contains the functional roles tree of the company and the information about the selected functional role. THE [ORGANIZATIONAL ROLES] TAB The tab contains the list of organizational roles that are connected to the selected functional role. If an organizational role is connected to a functional role, all users of the organizational role receive the permissions of the connected functional role. 277

279 Users and roles management THE [USERS] TAB The tab contains the list of user accounts to grant access to whether or not they are included in the organizational role connected to the selected functional role. On the tab, you can: add a new user by filling in the user page; add an existing user by selecting it from the users list; import LDAP users. ATTENTION! You can import LDAP users only if the LDAP user integration has been set up. THE [ACCESS RULES] TAB The tab contains the range of IP addresses that the users of the selected functional role are allowed to use to access the system. SEE ALSO User page The [Organizational structure] page USER PAGE The user page is designed for entering information about a user account. It consists of the field group that contains general data, and several tabs. COMMON DATA The [Contact] field contains the name of the contact that this user will represent in the system. This is a required field. It is editable only when adding a new record. [Home] the section that will open by default for the user when logging in to the system. Select the [Active] checkbox to activate the user account. If the [Active] checkbox is cleared, then this user account cannot be used to log in to the system. The [Active] checkbox will be selected automatically if the [LDAP authentication] option is selected. The value in the [Culture] field defines the language of the user interface. THE [GENERAL INFORMATION] TAB The tab contains data for user authentication. Select the [Bpm online authentication] option if the current user should not be synchronized with LDAP. The [Username] and [Password] fields will become editable. Use the [Username] field to enter the username to be used to log in. In the [Password], [Password confirmation] fields, specify the password for the user. The password entry is encrypted. [Password expiration date] date and time that the user password will be valid till. NOTE The password expiration date is set when the user changes the password. The date is calculated based on the Password validity term, days system setting by adding the specified number of days to the date when the password was last changed. bpm online customer service 278

280 User guide [Reset password] select the checkbox to force resetting the user's password. If the checkbox is selected, when logging in to the system for the next time, the user will be notified that the password is expired and must be changed. Once the password is changed, the checkbox will be automatically cleared. Select the [LDAP authentication] option to synchronize the current user with an LDAP user. When this option is selected, the [Username] field becomes editable. [Username] name of the user in the LDAP lookup. The lookup in this field contains the list of LDAP users that have not yet been synchronized with bpm online. THE [ROLES] TAB The tab contains the list of functional roles that have been added manually and the list of organizational roles that the current user is included in. THE [LICENSES] TAB The tab displays the list of licenses used in the system and the available licenses for users. THE [RIGHTS DELEGATION] TAB The tab contains the list of users, organizational structure elements and functional roles whose access rights are delegated to the user. Access rights delegation can be used when it is needed to temporarily grant a user or a role the access rights that some other user or role has. For example, before going on vacation, the department manager can delegate their access rights to one of the employees. To do this, open the required employee's page and add the user account or the role of the department manager to the [Rights delegation] detail. THE [ACCESS RULES] TAB The tab contains the range of IP addresses the user is allowed to use to access the system and the list of user sessions. The list of sessions can be used to analyze the summary information about the number of hours spent on working in bpm online. You can also forcibly end an active user session by clicking the [Finish session] button. NOTE In bpm online, a session is a period of time between the log in and log out operations. Information on the detail cannot be edited and is based on the data about the exact time the user started and ended his/her session. The [Session start] shows the date and time when the user logged in to the system. The [Session end] displays the date and time when the session ended. A user can log out from the system by clicking the [Exit] button or by closing the browser window. When you click the [Exit] button, the current user session will end, and you will be redirected to the login page. When you close the browser window or when the Internet connection is lost, your session will end automatically (by default, the session timeout is 20 minutes). SEE ALSO The [Organizational structure] page The [Functional roles] page 279

281 Users and roles management ACTIONS IN THE [USERS AND ROLES MANAGEMENT] SECTION Use the button on the roles tree toolbar (Fig. 297) to access other options available in the section. Fig. 297 Using section actions UPDATE ROLES Run this action to apply the access rights that have been changed as a result of modifications in the organizational structure. Editing an organizational/functional structure implies changes in access rights for users that have certain roles within this structure. For example, if the access rights for an organizational structure element [All employees] have been changed, changes will be applied after performing the [Update roles] actions. GRANT ACCESS TO MOBILE APP OBJECTS Run this action to enable accessing bpm online from the mobile app for system users. Also, run this action to apply the changes if users have been added/deleted from the system or the product licenses have been added/deleted for some users. SYNCHRONIZE WITH LDAP The action launches the synchronization with LDAP. MANAGING THE FUNCTIONAL ROLES To define access to objects and system operations, set up the organizational and functional roles for users. Organizational role is a company unit, department or subdivision, such as Boston Office Sales Department or Washington Office HR Department. Functional role reflects employee job title, such as Sales Managers. A functional role can include one or more organizational roles. For example, Sales Managers role can include organizational roles like Boston Office Sales Department and Washington Office HR Department. Use the functional roles to set up the same access rights for all the employees of a certain job title regardless of the company subdivision they work in. For example, you can set up the [Opportunities] section to only be accessible to sales managers working in the Boston and Washington offices of the company. To make a certain section of the system be accessible for a functional role: 1. Add and set up a functional role. bpm online customer service 280

282 User guide 2. Give the object access rights to the functional role you added. HOW TO ADD AND SET UP FUNCTIONAL ROLES For example, you need to give the [Opportunities] section access rights to the sales managers who work in the Boston office of the company. To do this: 1. In the system designer, go to the users and roles management section by clicking the [Functional roles] link. 2. On the section page, click the [Add] button. On the opened page, define the functional role parameters: a. Enter the role name, for example, Sales Managers. b. On the [Organizational roles] detail, add the organizational roles to be included in your functional roles, for example, Boston Office Sales Department and Washington Office Sales Department. NOTE If you need to give access rights to some users outside the organizational roles you added, add those users on the [Users] detail. If you need to define the range of IP addresses the users and their managers are allowed to use to access the system, use the [Range of allowed IP addresses] detail on the [Access rules] tab. c. Close the record page. 3. Update the configured roles. To do this, select the [Update roles] (Fig. 298) option in the section actions menu. Fig. 298 Updating roles As a result, the new Sales managers functional role will be added to the system, and this role will include all the sales managers working in the Boston and Washington offices of the company. HOW TO GIVE ACCESS TO SECTIONS To give access to a section: 1. Open the [Object permissions] section by clicking the corresponding link in the system designer. 2. In the section list, select the necessary object, for example, Opportunity. The [Managed by operations] option must be enabled for your object. If this option is disabled, select the corresponding checkbox in the [Managed by operations] column for your object. Please note that turning this option on may take some time. 281

283 Users and roles management 3. Go to the [Access to object] detail. 4. Click the [Add] button on the toolbar. On the opened page, add the role that you want to give the section access rights to. For example, select the Sales managers role. As a result, the Sales managers role will be added and the users included in that role will be able to read, add, modify and delete the data in the [Opportunities] section. If you want to set restrictions for any of those operations, for example, to deny deletion of records, select the corresponding option. If some of the users are included in more that one role (for example, when an employee has more that one job title) they will be granted permissions of the role that is higher in the list. For example, an employee is included in the Sales Managers and Sales Support Managers at the same time. The users included in the Sales Support Managers users can read the [Opportunities] section, and the users included in the Sales Managers have the permissions to perform all operations. To give the maximum permissions to the selected user in this case, move the Sales Managers roles up above the Sales Support Managers role. As a result, the user will be given access to the [Opportunities section] in line with the Sales Managers access settings and not the Sales Support Managers ones. To move the roles in the list, use the [Up] and [Down] buttons of the detail toolbar. HOW TO ADD A NEW USER IN BPM ONLINE To add a new bpm online user and start working with it in the system: 1. Register the contact for whom a new user is added. 2. Create a new user. 3. Include the user into the needed role. 4. Distribute a license to the user. How to add a new contact To add a new contact: 1. In the [Contacts] section, click the [Create contact] button. 2. Fill out the contact page and click [Save]. As a result, a new contact will be added to the system. Now you can create a user for this contact. NOTE Besides manual input, contacts can also be created automatically, for example, through data import. How to add a new user To add a new system user: 1. In the system designer, click the [System users] link (Fig. 299). bpm online customer service 282

284 User guide Fig. 299 Switching to the user management section 2. On the displayed page, from the [Create] menu, select the needed user type, for example, [Company employee]. 3. On the displayed page, fill in the required fields: [Contact] the contact for whom the user is created; [Username] the username to be used to log in; In the [Password], [Password confirmation] fields, specify the password for the user. NOTE If you use the LDAP authentication, select the [LDAP authentication] checkbox and specify the username from the LDAP lookup in the [Username] field. The lookup in this field contains the list of LDAP users that have not yet been synchronized with bpm online. 4. Save the page. As a result, a new user will be added to the system. How to specify user roles Give the user access to system data and functionality so the account can be fully operational. To achieve that, specify one or several roles that the user is included to. To include the user into a role: 1. In the system designer, click the [System users] link. 2. On the user page, go to the [Roles] tab. 3. On the [organizational roles] and [Functional roles] details, specify the roles that the user has to be included to. For example, if the user works in the accounting department of your company, specify the following organizational role Accountants. As a result, the user will be granted all the permissions specified for that role. 283

285 Users and roles management How to distribute a license to the user Only licensed users have access to the system functionality. To distribute a license to the user: 1. In the system designer, click the [System users] link. 2. On the user page, go to the [Licenses] tab. 3. In the licenses list, select the license to be distributed. Fig. 300 Distributing the license to the user As a result, the user will be granted the license for the selected product. SEE ALSO Managing the functional roles bpm online customer service 284

286 User guide THE [OBJECTS PERMISSIONS] SECTION The [Objects permissions] section (Fig. 301) is designed to manage access to the system sections and lookups, including the access to objects, their columns and records. Fig. 301 The [Objects permissions] section Records in the [Objects permissions] section can be edited directly in the list without using a card. LIST VIEWS [Sections] the list of objects for which the checkbox is selected in the [Section] column. [Lookups] the list of objects for which the checkbox is selected in the [Lookup] column. These objects contain the data structure of the lookups. [Managed by records] the list of objects for which the checkbox is selected in the [Managed by records] column. You can manage access rights to individual records of these objects. [Managed by columns] the list of objects for which the checkbox is selected in the [Managed by columns] column. You can manage access rights to individual columns in these objects. [Managed by operations] the list of objects for which the checkbox is selected in the [Managed by operations] column. You can manage access rights to perform the view, add, edit and delete operations in these objects. LIST COLUMNS [Lookup] the checkbox in this column indicates that the object is used to create lookups. Examples of lookup objects can be City, Currency, Job responsibility, etc. [Section] the checkbox in this column is selected for objects that contain data structure of sections. For example, the Contact, Account and Activity objects are sections. 285

287 The [Objects permissions] section [Managed by records] select the checkbox in this column to enable setting up access rights to separate records in the object. If the checkbox is cleared, then the access to individual records in that object will not be limited. ATTENTION! If the checkbox has been selected for the object that already contains records, then these records will become unavailable for all users. Only users who have permission to perform the [Select any data] system operation will be able to read that data. You can set denying access rights to records only if the [Use denying access rights to records] checkbox is selected in the properties of the object. Otherwise, there will be no possibility to do it. NOTE If the [Managed by records] checkbox is selected for certain objects, the access to a new record is granted to its author and the user specified in the [Owner] column for the new record. [Managed by columns] select the checkbox in this column to configure access rights to individual columns in the object. If the [Managed by columns] checkbox is cleared, then the access to individual columns in the object will not be limited. NOTE You can configure access rights to columns by using the [Columns permissions] detail. [Managed by operations] select the checkbox in this column to limit the general permissions to read, add, edit and delete records of the object. NOTE You can configure operations permissions by using the [Access to object] detail. CONTENTS The [Default permissions] detail of the [Objects permissions] section The [Access to object] detail of the [Objects permissions] section The [Columns permissions] detail of the [Object permissions] section. THE [DEFAULT PERMISSIONS] DETAIL OF THE [OBJECTS PERMISSIONS] SECTION The [Default permissions] detail (Fig. 302) is used for setting up access rights to perform the read, edit and delete operations that will be assigned to the new records in objects by default. Fig. 302 The [Default permissions] detail in the [Users] section For example, you can set up access rights so that all records created by accountants can be modified and deleted by accountants only, by default. bpm online customer service 286

288 User guide The records on the [Default permissions] detail can be edited directly in the list without using a card. DETAIL VIEWS [Read] default permissions to read the object records. [Edit] default permissions to modify the object records. [Delete] default permissions to delete the object records. DETAIL COLUMNS The [Created by] column shows a user or a role that is the author of a record, access rights to which are being specified. If the column contains a user name, then the default access rights are specified to records created by this user. If a role is specified, then the default permissions refer to all records created by any user included in that role. For example, a permission may refer to all records created by the R&D department staff. The lookup of this column contains a list of users, as well as a tree-like company structure. When a new record is added to the detail, the current user is specified by default. The [User/role] column displays the user or role that receives permissions to perform the operations in the object. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Depending on the selected view, the icon in the [Permission] column indicates the level of access to view, modify and delete the selected record. indicates that the user or role does not have permission to perform the selected operation. indicates that the user or role has permission to perform the selected operation. indicates that the user or role has permission to not only perform an operation, but also to assign permissions to perform this operation for other users or roles in the system. NOTE To be able to use the default access rights to an object, select the [Managed by records] checkbox for this object in the list of the [Objects permissions] section. THE [ACCESS TO OBJECT] DETAIL OF THE [OBJECTS PERMISSIONS] SECTION The [Access to object] detail (Fig. 303) is used to distribute the general access rights to objects. 287

289 The [Objects permissions] section Fig. 303 The [Access to object] detail For example, all employees can be given permission to view the knowledge base articles in the corresponding section, but only the Service Desk staff can add, edit and delete the articles. The records on the [Access to object] detail can be edited directly in the list without using a card. DETAIL COLUMNS Use the [User/role] column to specify the user or role that the permission is granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Select the checkbox in the [Read] column to allow viewing the records of the object. For example, the user that does not have a permission to read a certain section object will not be able to access the corresponding section. Additionally, the user will not be able to view data from that section that is displayed on details and lookups in other sections. Select the checkbox in the [Add] column to allow the user or role to create new records in the object. Select the checkbox in the [Edit] column to allow modifying the existing records in the object. Select the checkbox in the [Delete] column to allow deleting records in the object. NOTE To be able to assign permissions for read, add, edit and delete operations in an object, select the checkbox in the [Managed by operations] column for this object in the list of the [Object permissions] section. SEE ALSO The [Access to object for external services] detail of the [Object permissions] section THE [COLUMNS PERMISSIONS] DETAIL OF THE [OBJECT PERMISSIONS] SECTION. By using the [Columns permissions] detail (Fig. 304), you can set up the user access rights to individual columns in objects. bpm online customer service 288

290 User guide Fig. 304 The [Columns permissions] detail This detail consists of two areas. The columns list area (1) displays the columns of the selected object. The permissions area (2) contains the list of access rights assigned to the selected column. The records on the [Columns permissions] detail can be edited directly in the list without using a card. If columns permissions have not been set up, then all users who have access to the corresponding object, will also have full access to all its columns. In this case the columns list on the [Columns permissions] detail will not contain columns. When the [Managed by columns] checkbox is selected, then the [All columns] view will contain the list of all columns in the selected object. Additionally, for each column the edit right (maximum access level) will be granted to all users. To modify permissions for a certain user or role, click the [Add] button and select the necessary user or role. Click the icon in the corresponding row of the permissions area to change access level to a certain column for a certain user or role. If you delete all records from the permissions area for a certain column, then this column will be removed from the columns list area, and the access to this column will be restricted. DETAIL VIEWS The [Administered columns] view shows those columns of the current object for which the additional access rights are specified. The [All columns] view displays all columns of the selected object including those columns for which the access rights have been assigned by default. DETAIL COLUMNS The [User/role] column specifies the user or role that permissions are granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Click the icon in the [Permission] column to switch between access levels. Based on the selected access level, the column will display the corresponding icon: Read the user can view the data in the selected column; Edit the user can view and modify the data in the selected column; Access denied the user cannot view or modify the data in the selected column. 289

291 The [Objects permissions] section Users with the Edit permission have complete access to the column. Users with the Read permission can only view the data in the column, but cannot modify it. Those users that were assigned the Access denied level of access will not be able to view the data in the column. In this case, instead of the actual data, the <Access denied> message will be shown both in the list column and in the corresponding field. THE [ACCESS TO OBJECT FOR EXTERNAL SERVICES] DETAIL OF THE [OBJECT PERMISSIONS] SECTION Use the [Access to object for external services] detail to restrict access to bpm online for external services if the applications is integrated with them using the OData protocol. Fig. 305 The [Access to object for external services] detail For example, all employees can view, edit and delete records in a certain section. However, if the same users access the application via an external service, they should not be able to edit and delete records. In this case, the relevant restrictions are to be indicated on the [Access to object for external services] detail. The structure of the [Access to object for external services] detail is identical to that of the [Access to object] detail. Access rights are set in such a way that when accessing via the OData protocol, restrictions from both details are applied for different users and roles. SEE ALSO The [Access to object] detail of the [Objects permissions] section bpm online customer service 290

292 User guide THE [OPERATIONS PERMISSIONS] SECTION Use the [Operations permissions] section to configure access rights to the administered system operations, for example: users registration, workplace setup, lookups contents modification, system configuration, etc. To display the [Operations permissions] section, open the system designer by clicking the button in the upper right corner of the application. Click the [Operations permissions] link in the [Users and administration] block. SECTION TOOLBAR Working with folders is not provided in this section. However, the functionality of the standard and advanced filters is available. NEXT IN THIS CHAPTER System operation page Common data Operation permission System operations description SEE ALSO The [Objects permissions] section Users and roles management SYSTEM OPERATION PAGE The system operation page consists of several areas. COMMON DATA Common data about managed operation. Name Code Description Name of the managed operation. The unique code to identify the operation. Once the record is saved, the field becomes non-editable. Description of the operation, for example, its assignment. OPERATION PERMISSION Use the [Operations permissions] detail to determine access rights to the selected operation separately for each user and role. The editable list is used while working with the detail. User/role A user or a role for which the access level will be determined. The lookup field contains the list of all bpm online administration objects: separate users and user roles (groups) 291

293 The [Operations permissions] section Access level Position The selected checkbox displays the access right to the chosen operation for the specified user or role. If the user or role does not have the selected checkbox, it means that the access is denied. To modify the access level, select the needed record and click the [Access level] field and save the record. The priority permission for the specified user or role in relation to other users or roles added to the detail. Toolbar Along with the standard toolbox, the detail contains the [Up] and [Down] buttons that are used to change the position of the selected record. If the user is included in several roles that were added to the detail, the role that is placed at the top of the list will be used for this particular user. For example, if you want to restrict all users to configure the workplaces, but to grant those permissions to a group of system administrators, place a group of System administrators on the top of the All users group. If you want to grant permissions for a certain operation to all users, except for a small group of users, place this group on the top. Those users or roles that were not added to the detail, will not have operation permissions. Also, they will not be considered during the priority permissions assignment. SYSTEM OPERATIONS DESCRIPTION System operations to which you can manage access are described below. USER AND ROLE ADMINISTRATION The [Manage user list] operation gives permissions to add, modify and delete the user accounts in the [Users and roles] section. The [Manage user licenses] operation provides access to the license manager. The users that have permission to manage licenses can enter the system and redistribute the licenses even if the system has been locked due to the number of distributed licenses exceeding the number of the available ones. The [Change delegated permissions] operation allows delegating access rights from one user or role to another using the [Delegated permissions] detail. The users that do not have access to this operation cannot add users or roles to the [Delegated permissions] detail. GENERAL ACCESS General access operations refer to all records in all objects. General access is usually provided to system administrators. The [View any data] operation enables users to view all records in all objects. The [Add any data] operation enables users to add records to any object. The [Edit any data] operation enables users to modify any record in any object of the system. The [Delete any data] operation enables users to delete any record in any object. Access provided by these operations cannot be limited by any other specific restrictions of access to records, operations or columns in objects. If such restrictions exist, they will be ignored as long as permissions to the above mentioned operations remain valid. bpm online customer service 292

294 User guide For example, if a user has access to the [View any data] operation, then this user will be able to view records of all objects, even those in which the read operation is restricted. OBJECTS PERMISSIONS Users who have access to the objects permissions, can specify the modes of object management (by records, columns or operations). Modes of object administration can be specified in the [Objects permissions] section and in the object designer using the [Access rights] property group. The [Enable/disable permissions to records in object] operation gives users permission to select the checkbox in the [Managed by records] column of the [Objects permissions] section. This operation also provides users with permission to select the [Records] checkbox in the object properties of the object designer. The [Enable/disable permissions to columns in object] operation gives users permission to select the checkbox in the [Managed by columns] column in the [Objects permissions] section. This operation also provides permission to select the [Columns] checkbox in the object properties of the object designer. The [Enable/disable permissions to operations in object] operation gives users permission to select the checkbox in the [Managed by operations] column of the [Objects permissions] section. This operation also provides permission to select the [Operations] checkbox in the object properties of the object designer. OPERATIONS PERMISSIONS The following system operations are used for granting users rights to distribute permissions to read, add, edit, and delete records in objects. The [Change operation permissions in object] operation provides general ability to change permissions to view, add, edit and delete records in objects. The [Change permissions to add records in object] operation enables users to select the checkbox in the [Add] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to edit records in object] operation enables users to select the checkbox in the [Edit] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to delete records in object] operation enables users to select the checkbox in the [Delete] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to read records in object] operation enables users to select the checkbox in the [Read] column of the [Access to object] detail in the [Objects permissions] section. NOTE To be able to manage permissions to add, edit, delete and view records in objects, users must be granted access to the [Change operations permissions in object] operation. For example, to distribute access rights to delete records in objects, the user must have access to both the [Change operations permissions in object] and [Change permissions for deleting records in object] operations. COLUMNS, SYSTEM OPERATIONS AND DEFAULT PERMISSIONS The [Change access rights to column] operation allows users to include the object column to the list of administered columns. When access rights to the column are changed, this column is automatically added to the list of administered columns. The [Change column permissions in object] operation enables users to change the access to separate columns in the objects that are managed by columns using the [Columns permissions] detail in the [Objects permissions] section. 293

295 The [Operations permissions] section The [Change default permissions] operation allows users to configure default permissions for the new records in objects that are managed by records using the [Default permissions] detail in the [Objects permissions] section. The [Change system operations permissions] operation, enables users to grant access to system operations. The scope of rights granted by this operation includes the right to register additional system operations. ACCESS TO SPECIAL SECTIONS The [Access to Access rights workspace] operation provides access to the [Users and roles], [Objects permissions], [Operations permissions], and [System settings] sections. The access to certain administering operations is given separately. The [Access to Process design section] operation provides users with the access to the [Process design] section, and enables them to add and modify business processes. The [Access to Change log section] operation provides users with access to the [Change log] section. The [Access to Lookups section] operation provides access to the [Lookups]section. The [Access to Configuration section] operation provides users with access to the [Configuration] section. [View Audit log section] the permission to view the content of the System operations audit log section. [Manage Audit log section] the permission to view the content of the System operations audit log section and to archive the log. ACCESS TO DUPLICATES SEARCH The [Duplicates search] operation gives users permission to search for duplicates in the [Accounts] and [Contacts] sections. The [Duplicates processing] operation allows users to merge several duplicate records. ACCESS TO INTEGRATION SETTINGS The [Access to mail exchange services] operation allows you to use Call Center functionality. The [Access to Odata] operation provides user with access to external resources using Odata protocol. [ providers list setup] the user can create a list of servers used for receiving and sending messages. NOTE Setting up the list of providers is performed by selecting the [Set up list of providers] option from the menu. [Shared mailbox synchronization setup] a user can manage access rights for mailboxes that have the [Shared account] checkbox selected. [Change access rights to record] the operation enables users to change permissions to certain records in sections. To do this, the [Managed by records] checkbox must be selected in the corresponding section object. [Ignore access check by IP address] when a user who has access to this operation logs in to the system, the IP address restrictions will be ignored. bpm online customer service 294

296 User guide [Generate commands] access to the [Generate metadata for command line macros] toolbar option. The operation allows you to update a list of macros available in the command line. The [Force file unlock] operation provides users with the right to unlock the file that has been locked previously by another user on the [Attachments] detail. The [Export list records] operation gives users the ability to save the list data in a CSV file. If the user does not have permissions for this operation, the [Export records] action in the sections will be inactive. [Cancel running processes] the permission to cancel a running business process in the process log and process wizard. [Access to workplace setup] the permission to create and set up workplaces: managing the list of sections available in the side panel. [Access to comments] the user can edit and delete comments on the feed messages. [Permission to delete messages and comments] the permission to delete messages and comments left by other users in the [Feed] section, on the [Feed] tab of the communication panel, and on the [Feed] tab of the view and edit pages of the system sections. Users can edit and delete their own messages and comments even if they don't have the access rights to this system operation. 295

297 The [Lookups] section THE [LOOKUPS] SECTION The [Lookups] section is designed to manage bpm online lookups. For example, in this section, you can add cities to the list, edit account types, activity categories and other lists that are used in the system. You can also edit the existing lookups and register the new ones in this section. To access the section, open the system designer by clicking the the application. In the [System setup] block, click the [Lookups] link. button at the top right corner of ATTENTION! You can set up access rights to this action using the [Access to Lookups section] system operation. SECTION TOOLBAR When a lookup is selected in the section, on the top of the standard options, some additional options are available: [Open content] opens a page for editing the content of the lookup. [Open settings] opens a page for editing the lookup settings specified when registering the lookup. NEXT IN THIS CHAPTER Lookup content page Lookup settings page LOOKUP CONTENT PAGE A special window (Fig. 306) is used to view and edit records in the lookup. To open this page, select a lookup from the list and click the [Open content] button. Fig. 306 The lookup content page You can edit all lookups in the editable list except for custom lookups, for example, [Currencies] or [Activity results]. You can edit the content of such lookups in a separate window. NOTE Lookups that contain only the [Name] and [Description] fields are considered standard. Most of the lookups in bpm online are standard. bpm online customer service 296

298 User guide SEE ALSO Lookup settings page LOOKUP SETTINGS PAGE Use the lookup settings page to add or change the settings of any existing lookups. To open this page, select a lookup in the list and click the [Open settings] button. Name Object List page Description Lookup name Object that contains the structure of the lookup content. For example, in the registration card of the [Cities] lookup, the City object is specified in this field. The lookup of this field contains solution items of the Object type. Page schema, that is used for editing the content of the lookup. If the field is not filled in, the standard lookup content page will be used. Lookup description, for example, its purpose. SEE ALSO Lookup content page 297

299 The [System settings] section THE [SYSTEM SETTINGS] SECTION The [System settings] section is designed for additional setup of system sections. For example, here you can assign a color for the overdue activities or configure the settings. By using system settings, you can also specify default values for various fields when new records are created, such as a default activity status. To access the section, open the system designer by clicking the button at the top right corner of the application. In the [System setup] block, click the [System settings] link. CONTENTS System setting page System settings description SYSTEM SETTING PAGE To register or edit a system setting, use the system setting page. Name Type Value by default Code Cached Personal Allow for portal users Name of the system setting that a user sees in the system interface. Type of the system setting field. It determines the method of filling in the value of the system setting. The field is editable when adding a new system setting and non-editable for the records registered earlier. A list of the available fields types is provided below. Default value of the system setting. For example, you can set the Not started value for the activity default status, or the 5 minutes value as an interval for notification check. The method of filling in the [Value] field depends on the type of the system setting. For example, activity default status can be selected from the [Activity statuses] lookup, while the interval for notification check is specified as an integer number. Unique designation of the system setting to identify it in the system. The field value can consist of Latin letters and numbers only and must not contain spaces. Select the checkbox if the value of the system setting changes relatively rarely and thus must be calculated only once per user session. Examples of cached system settings could be the color of overdue activities and base currency settings. Examples of non-cached system settings could be the number of knowledge base article, because it must be updated each time a new article is created. Select the checkbox if the value of the system setting is set up individually for the current user. For example, the date of the latest synchronization with Google contacts. Select the checkbox if the system setting can be used by portal users. NOTE If a cached system setting is changed, its new value will be used only after the next user logs in to the system. bpm online customer service 298

300 User guide Field types The list of possible values of the [Type] field on the system setting page. Text (50 characters) Text (250 characters) Text (500 characters) Unlimited length text Encrypted string Date/time Date Integer Decimal Text data up to 50 characters. Text data up to 250 characters. Text data up to 500 characters. Text data without any length limitations. Text data that must be stored in the database in encrypted form. Date and time. Date only. Numeric data with no decimals. Numeric data with two decimals. Currency Boolean Lookup Binary value System setting can have one of the two values: On (checkbox is selected) or Off (checkbox is cleared). Data that is selected from a predefined list of values. The source of values for this field type is a separate object that has been created earlier. After you select this option, select the object to be used as a source of values for this system setting. System setting that allows you to upload an image. SYSTEM SETTINGS DESCRIPTION Provided below is the list of system settings available in bpm online. COMMON [Workspace version] current workspace version. Type: text (50 characters). [Caption for communication options block on login page] is used for defining the caption for the login page block that contains the communication options. Type: text (50 characters). [Caption for useful links block on login page] is used for defining the caption for the login page block that contains the links. Type: text (50 characters). [Notification monitor] is used for setting the frequency of checking for the new notifications. The value of this system setting is specified in milliseconds (ms). Type: integer. Default value: ms (5 minutes). [Encoding for export to CSV file] is designed for determining the encoding used for exporting data to a CSV file. Type: text (500 characters). Default value: windows [Logo] contains logo that is displayed on the login page. The bpm online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. 299

301 The [System settings] section [Upper panel logo] is used to upload an image that will be displayed on the top of the bpm online pages. The bpm online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Logo in menu section] is used to upload an image that will be displayed on the top of the page of the main bpm online menu (it is opened by default, when logging in to the system). The bpm online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Maximum number of records imported from Excel] maximum number of records that can be imported from an Excel file. Type: integer. Default value: [Maximum number of process item repetitions] is used to determine the maximum number of times the same process item can be run during a process. Type: integer. Default value: 100. [Attachment max size] determines the maximum size of a file that can be added to the [Attachments] detail in system sections. The value of this system setting is specified in megabytes (MB). Type: integer. Default value: 10 MB. The [Minimum characters necessary to filter list] system setting determines the minimum number of characters that will be sufficient to filter records in the drop-down list of the lookup field. When you type the needed value directly in the lookup field (without opening the lookup), a drop-down list opens, containing the values that match the characters entered. The minimum number of characters sufficient to display the drop-down list is defined by this system setting. Type: integer. Default value: 3. [Display pop-up window message] is used to manage the browser toolbars display in the bpm online pop-up windows. In bpm online, pop-up windows are used in system setup window to open designers, system setup cards, lookup windows, etc. Type: boolean. Default value: disabled. [Separator for export to CSV file] is designed to specify a separator used when exporting data to a CSV file. Type: text (500 characters) Default value: semicolon. [String columns filter] type of search operator that is used to filter the records of the lookup field. Type: integer. Default value: 0. The field can have one of two values: 0 searched record must begin with the specified string. 1 searched record must contain the specified string. [Color of completed activity] is used for specifying the color of completed activities shown in the calendar and in the list of activities. The color is specified as a hexadecimal code in the following format: #0000FF. Type: text (500 characters). Default value: #A0A0A0. [Color of overdue activity] is used for specifying the color of overdue activities shown in the calendar and in the list of activities. The color is specified as a hexadecimal code in the following format: #0000FF. Type: text (500 characters). Default value: #FFDFDF. RECORDS AUTO NUMBERING System settings of this group are used to generate and assign numbers to the records automatically, for example, invoice codes and account numbers. To enable auto numbering in an object, two system settings are used: one specifies the static text (mask) of the number, and the other is used for saving the last generated number. For example, to generate a knowledge base article code like Article-23, where 23 is the current number of the invoice, enter the following mask: Knowledge base article-{0}. Record auto numbering is enabled for the following objects: Account via the [Account code mask] and [Current number of account] system settings. Knowledge base article via the [Knowledge base article number mask] and [Current number of knowledge base article] system settings. bpm online customer service 300

302 User guide The [Mask number...] system setting is used during the process of generating a number or code for a record when it is created. By using this setting, you can specify a static text (mask) preceding or following the numeric value of a number or code. Type: text (500 characters). The [Current number of...] system setting is used for generating a number or code for a record when it is created. It stores the numeric component of the last created record. Type: integer. ACCESS RIGHTS [Company licensing Id] stores the unique identifier of your company that is used for licensing purposes. Company Id is provided when purchasing licenses. Type: text (500 characters). [Allow using the Stay logged in flag] defines whether to show the [Stay logged in] checkbox on the bpm online login page. Type: boolean. Default value: enabled. [Joined objects administering] used to manage access when viewing information from one of the joined objects. For example, when viewing information about primary contact (like job responsibility or birth date) from the [Accounts] section. Type: integer. Default value: 0. This system setting can have one of the following values: 0 shows data only from those records in the joined objects for which the current user has access; 1 shows data only from those records in the joined objects for which the current user has access. In case the user does not have access to a record, data will be showed from the primary displayed column; 2 shows data from all records of the joined objects, regardless of whether or not the user has access to them. ATTENTION! If the current user doesn't have access to the Read operation for the object that contains the connected record, then the data of the connected object will not be displayed regardless of the value of the [Joined objects administering] system setting. MANAGING PASSWORDS [Show message about locking account during logging in], [Show message about incorrect password during logging in] the settings manage a message that is displayed when entering an incorrect username or password. The displayed value depends on the value of both settings. Type: boolean. Default value: disabled. If the off value is set for both settings, then when entering an incorrect password or username, the standard message is displayed: Either invalid username or password specified, or your user account is inactive. If the on value is set for both settings: If an incorrect username has been entered, the message will be You have entered incorrect username. If an incorrect password has been entered for the existing user, the message will be You have entered incorrect password. If a locked user tries to authorize to the system, the message will be Your user account is locked. If only the [Show message about locking account during logging in] setting is on: If an incorrect username or password is entered for the existing user, the message will be You have entered incorrect username or password. 301

303 The [System settings] section If a locked user tries to authorize to the system, the message will be Your user account is locked. If only the [Show message about incorrect password during logging in] system setting is on: If an incorrect usermane has been entered, the message will be You have entered incorrect username or your user account is locked. If an incorrect password has been entered for the existing user, the message will be You have entered incorrect password. If a locked user tries to authorize to the system, the message will be You have entered incorrect username or your user account is locked. [Quantity of login attempts for warning message] the number of attempts to enter the correct password that must be reached to display the message about the number of attempts left for the user before they are locked. If the 0 value is set for the system setting, the message is not displayed. Type: integer. Default value: 0. [Quantity of logon attempts] number of attempts to enter the correct password. If the number of login attempts exceeds, the user account will be locked for the time period specified in the [User locking time] system setting. If the 0 value is set for the system setting, the number of attempts is unlimited. Type: integer. Default value: 0. [Password validity term, days] the number of days since the password was created or edited after which the user must change the password. The password is changed when logging in to the system. If the 0 value is set for the system setting, the password never expires. Type: integer. Default value: 0. [Reminder about password change, days] if the specified quantity of days or less is left for the password to be expired, then when you attempt to authorize, the system displays the message about the number of days left until the password must be changed and offers to open the password change page. If the 0 value is set for the system setting, the message is not displayed. Type: integer. Default value: 0. [Quantity of analyzed passwords] the number of previous user passwords that must not match the new one. When you enter a password that matches one of the previous passwords, the system will display the message containing the number of previous passwords that must not match the new password. Once the password is changed, the previous password will be saved in the system. If the 0 value is set for the system setting, the new password can be identical to the previous one. Type: integer. Default value: 0. [User locking time] the time period (in minutes) during which the user will not be allowed to log in to the system once the number of attempts to enter the password is exceeded. If the 0 value is set for the system setting, the user will not be locked. Type: integer. Default value: 0. Password strength settings define the requirements that must be met by the created or changed system user password. The following settings define these requirements: [Password complexity: minimum length] minimum number of characters in the password. Type: integer. Default value: 0. [Password complexity: minimum quantity of lower case characters] minimum number of lowercase letters. Type: integer. Default value: 0. [Password complexity: minimum quantity of upper case characters] minimum number of uppercase letters in the password. Type: integer. Default value: 0. [Password complexity: minimum quantity of digits] minimum number of digits in the password. Type: integer. Default value: 0. bpm online customer service 302

304 User guide [Password complexity: minimum quantity of special characters] minimum number of special symbols that are not letters or digits (#, %, &,!,? etc). Type: integer. Default value: 0. VALUES BY DEFAULT [Attachments and notes default icon] icon that is used in the tile view on the [Attachments] detail for the files, whose type is undefined in the [Files resolutions] lookup. Type: lookup. Default value: default. CONFIGURATION [Repository URI by default] contains the path to the package repository that is used in the system by default. The default path is used if the path to the package repository hasn't been specified. Type: text (500 characters). [Base card page - aggregate column] card page for aggregate columns used in the columns setup window. Type: lookup. Default value: Aggregate column setup. [Base column card page] card page for standard columns used in the columns setup window. Type: lookup. Default value: Aggregate column setup. [Base lookup card page] used when registering lookups. This system setting determines the page to be used as a base page for cards of standard lookups. Type: lookup. Default value: Base lookup card page. [Base lookup page] used when registering lookups in the system. Using this system setting you can specify the base page for displaying lists of records in standard lookups, as well as when opening a window for any lookup in the system. Type: lookup. Default value: Lookup page. NOTE Lookups are registered in the [Lookups] section. [Current package] the package that contains all changes made to the structure of the system sections by the section wizard. These can be, for example, changes associated with adding columns to the section object or adding a new section to the system. Type: lookup. [Mobile application manifest] is used to specify the name of the XML file that describes the mobile application. If multiple manifests are specified, their names are separated with the ; symbol. Type: text (50 characters). [Calendar start date] set the start date for the time period in the user calendar. Type: integer. Default value: 0 [Calendar end date] set the end date for the time period in the user calendar. Type: integer. Default value: 24 [Solution items can be saved without locking] use this system setting to enable or disable saving changes in an unlocked solution item. You can enable this system setting when, for example, only one developer handles all the workspace. Type: boolean. Default value: disabled. [Package repository path] path to the repository folder that contains the updated workspace packages. The system setting is used when updating a workspace version. The value of this system setting is provided by the support service. Type: text (500 characters). [Display С# compiler warnings when compiling workspace] level of С# compiler warnings that will be displayed when compiling the workspace files. Type: integer. Default value: 2. [Ability to commit custom package to repository] defines whether the packages added by the users can be committed to the repository. Type: boolean. Default value: enabled. 303

305 The [System settings] section [Publisher] is used to identify a party that makes changes to the workspace. The publisher name is assigned to each package separately. You can edit only the packages that have been published by your company. The setting is used for developing the user workspaces for third parties. Type: text (250 characters). [Maximum quantity of data strings to be bound to package] if the number of the bound records reaches the system setting value when binding the data to the package, the corresponding message will be displayed and the data binding should be confirmed. Type: integer. Default value: 100. NOTE Binding a lot of data to the package can take a long time. FINANCES [Base currency] defines the base currency used for financial calculations in the system. Type: lookup. Default value: Euro. DUPLICATES SEARCH [Date of last duplicates search by contacts] date and time of the last search for duplicate records in the [Contacts] section. Type: date/time. [Date of last duplicates search by accounts] date and time of the last search for duplicate records in the [Accounts] section. Type: date/time. LDAP SYNCHRONIZATION The settings in this group are used to synchronize the users with the LDAP server. ATTENTION! We recommend that you use the LDAP synchronization setup window for LDAP synchronization setup. LDAP connection settings [LDAP server name or IP] address used to connect to the LDAP server. Type: text (50 characters). [LDAP authentication type] the authentication type that is used when authorizing the LDAP users. For example, Ntlm, Anonymous, Basic, etc. Type: lookup. [LDAP server login] user login for connecting to the LDAP server. For example, it could be the system administrator domain name. Type: text (50 characters). [LDAP server password] user password for connecting to the LDAP server. For example, the system administrator's domain password. The password data is encrypted. Type: encrypted string. User synchronization settings [Name of attribute, which contains LDAP user full name] an entry attribute in the LDAP directory,containing the full name of the user. For example, this can be the name attribute. Type: text (50 characters). [Name of attribute, which contains LDAP user login] an entry attribute in the LDAP directory, containing the domain login of the user. For example, AccountName. Type: text (50 characters). [Name of attribute to identify LDAP user] an entry attribute in the LDAP directory whose value is unique for each entry. The value of this attribute is used as a unique identifier of records, when synchronizing users. For example, in Active Directory it can be objectsid. Type: text (50 characters). [LDAP entry, which contains list of LDAP users] unique name (distinguishedname, DN) of an entry in the LDAP directory organization structure (folders, groups, etc) that contains user-type entries. For bpm online customer service 304

306 User guide example, CN=Users,DC=example,DC=com. If the directory contains a number of such entries, specify the unique name of their mutual parent entry. Type: text (50 characters). [Condition to form list of LDAP users] filter used to select LDAP entries for user synchronization. For example, for Active Directory this filter expression can be as follows: (&(objectclass=user)(objectclass=person)(!objectclass=computer)(!useraccountcontrol: :=2)). Type: text (50 characters). [Name of attribute, which contains company of LDAP user] an entry attribute in the LDAP directory that contains the place of work of the user. It is used when importing users from LDAP to automatically fill in the [Account] field in the contact page. Type: text (250 characters). [Name of attribute, which contains of LDAP user] an entry attribute in the LDAP directory that contains the of the user. It is used when importing users from LDAP directory to automatically fill in the [ ] field in the contact page. Type: text (250 characters). [Name of attribute, which contains phone number of LDAP user] an entry attribute in the LDAP directory that contains the phone number of the user. It is used when importing users from LDAP directory to automatically fill in the [Business phone] field in the contact page. Type: text (250 characters). [Name of attribute, which contains job title of LDAP user] an entry attribute in the LDAP directory that contains the job title of the user. It is used when importing users from LDAP directory to automatically fill in the [Job title] field in the contact page. Type: text (250 characters). Folder synchronization settings [Name of attribute, which contains LDAP group name] an entry attribute in the LDAP directory that contains the name of the user group. For example, the cn attribute in Active Directory. Type: text (50 characters). [Name of attribute to identify LDAP group] an entry attribute in the LDAP directory whose value is unique for all entries. The value of this attribute is used as a unique identifier of records, when synchronizing groups. For example, in Active Directory it can be objectsid. Type: text (50 characters). [LDAP entry, which contains list of LDAP groups] unique name (distinguishedname, DN) of an organization structure item in the LDAP directory containing user group entries. For example, CN=Groups,DC=example,DC=com. If the directory contains a number of such entries, specify the unique name of their mutual parent entry. Type: text (50 characters). [Condition to form list of LDAP groups] filter used to select LDAP entries for group synchronization. For example, for Active Directory this filter expression can be as follows: (&(objectclass=group)(!useraccountcontrol: :=2)) Type: text (50 characters). [Condition to form list of LDAP users in group] search filter that determines what users belong to which groups. For example: (memberof=[#ldapgroupdn#]). Use the following variables to specify filter parameters: [#LDAPGroupDN#] unique name (distinguished name) of the group being searched; [#LDAPGroupName#] name of the group. This variable will contain the value specified in the [Group name] field in the synchronization setup window; [#LDAPGroupIdentity#] unique id of the searched folder. The variable will contain the value of the attribute specified in the [Unique identifier of group] field of the LDAP synchronization setup window. 305

307 The [System settings] section Type: text (50 characters). Additional LDAP synchronization settings [Name of attribute, which contains date of LDAP entry modification] an entry attribute in the LDAP directory, which contains the date and time of the last modification of the entry in the generalized time format. It is used for identifying new users in the LDAP group during the synchronization. Type: text (50 characters). Default value: whenchanged. [Interval for LDAP synchronization] time between LDAP synchronization sessions, specified in hours. Type: integer. Default value: 1. [Date of last synchronization with LDAP] date and time of the last synchronization session. The value of this system setting is updated automatically. It is not recommended to edit it manually. This system setting is used for the automatic LDAP synchronization. Type: date/time. INTEGRATION WITH EXTERNAL RESOURCES The [Integration with external resources] system setting is used to register the application in the social networks and Google. Three system settings are used for each registration: Application registration page, Access key, and Secret access key. The Application registration page contains the address of an external resource that is used for registration, for example, console/. The procedure of obtaining values for the Access Key and Secret Access Key system settings of this folder is explained when describing the procedure of signing up the application to social networks and Google. INTEGRATION WITH MESSAGE SERVICES [Default messages exchange library] defines the telephony integration library that is used by default. Type: lookup. [Message exchange server] the address of the message exchange server in the following format: ws://server_host_name_or_ip:2011. Type: text (50 characters). [Quantity of records in Recent list] determines the number of records that is displayed on the [Recent] detail of the CTI window. Type: integer. Default value: 10. bpm online customer service 306

308 User guide THE [CHANGE LOG] SECTION By using the [Change log] section (Fig. 307), you can track changes in the system database tables. Fig. 307 The [Change log] section The structure of the [Change log] section is not standard. There are no details and folder area in this section, but there is a filter block. Using the filter block, you can set a time period to view the changes made over that time. Additionally, you can filter and view the changes in the system objects that were made by a certain employee. In the [Object] field, select a system object to view the history of the changes made in it. Columns in the list of the [Change log] section vary based on the selected object. For example, for the [Accounts] section, the following columns are displayed: [Account name], [Modified by], [Modified on] and [Operation]. The color of each record in the change log vary according to the operation performed in this record: green new record was added; blue one of the logged columns was modified in the record; red the record was deleted. The main operations in the section are performed using the actions. You can set up the list of objects for which the history of changes will be tracked using the [Setup log] action. To view all modifications made to a certain record in the section, use the [View all changes in selected record] action. Use the [Clear log] action to delete the extra log data. CONTENTS The [Setup log] action in the [Change log] section The [View all changes in selected record] action in the [Change log] section 307

309 The [Change log] section The [Clear log] action in the [Change log] section THE [SETUP LOG] ACTION IN THE [CHANGE LOG] SECTION Use this action to specify the tables in the system, changes in which you intend to track. When you select this action, the change log setup window will open (Fig. 308). Fig. 308 The change log setup window The window contains a list of logged objects. Click the [Add] button, to enable the logging for a certain object and set up the list of logged columns. Use the [Edit] button to change the list of logged columns in the logged object. The [Delete] button is used to disable logging for the selected object. NOTE All changes in the logged object that were made before the logging was disabled are saved in database. After the logging is enabled again, the tracking of changes in the logged object will be resumed. When you click the [Add] or [Edit] button, the change log object setup card will open (Fig. 309). Fig. 309 The change log object setup card Use the [Object] field to specify the section, detail or other system object for which you want to track the history of changes. Select the needed object from the drop-down list. This is a required field. NOTE The [Object] field is editable only if you added the new object for logging (upon clicking the [Add] button in the change log setup object card). bpm online customer service 308

310 User guide The [All fields] area displays a list of all columns in the selected object. For example, if the Contact object was selected, then this area will display the following columns: [Contact name], [Business phone], [Job responsibility], etc. The [Logged columns] area contains a list of columns for which the logging will be enabled. Use the and buttons to add or remove the logged columns. After you save the settings, changes in the logged columns will be displayed in the [Change log] section. THE [VIEW ALL CHANGES IN SELECTED RECORD] ACTION IN THE [CHANGE LOG] SECTION By using this action, you can display a list of all modifications made to the selected record. When you select this action, an additional window will open (Fig. 310) containing a list of all changes. Fig. 310 Viewing the history of changes for the selected record By default, the table shows who modified the record and when, as well as the type of operation performed. Additionally, any changes of data in the logged columns will be highlighted in the grid. For example, if you display the [Industry] and [Type] columns for the [Accounts] section, then the changes made in these columns will be shown in the list, highlighted with yellow. SEE ALSO The [Setup log] action in the [Change log] section THE [CLEAR LOG] ACTION IN THE [CHANGE LOG] SECTION In case you no longer need to store information about certain modifications made in the system, you can clear the change log. When you select this action, an additional window will open where you can specify the parameters of deleting data from the log (Fig. 311). 309

311 The [Change log] section Fig. 311 The [Clear log] window If you select the [By all objects] option, then the history of changes will be cleared for all logged objects. If you select the [Only by] option, then the history of changes will be cleared for the specified object only. Select the needed object from the drop-down list. In the [Events before] field, select the date and time to clear all changes made prior to that. bpm online customer service 310

312 User guide THE [AUDIT LOG] SECTION The system operations audit log automatically registers events related to user roles modification, access rights distribution, system settings value change and users' authorization in the system. To view the change log, open the system designer by clicking the button at the top right corner of the application. Click the [Audit log] link in the [Users and administration] block (Fig. 312). Fig. 312 Opening the system operations audit log To be able to view the system operations audit log, you will need to have access to the [View Audit log section] system operation, and to be able to view and archive records, you will need to get access to the [Manage Audit log section] system operation. TYPES OF LOGGED EVENTS The following event types are registered: Managing users adding, modifying, and removing system users. Managing organization structure adding, modifying, and removing organization structure items (user roles ). Managing user roles adding users to organization structure items, excluding users from roles. Managing administrated objects managing types of permissions that can be applied to object. Managing object access rights modifying access rights to read, modify, and delete operations in an object. Managing access rights to objects for external resources modifying access rights to objects used for integration between bpm online and various external services via the OData protocol. Managing access rights to columns modifying access rights to the object columns. Managing access rights to records by default modifying access rights that are assigned by default to object records. Managing access rights to operations modifying access rights to the system operations. Managing ranges of IP addresses modifying or removing ranges of valid IP addresses. Managing system settings modifying system setting values. User authorization user authorization attempts (successful or not). Managing audit log archiving records of system operations audit log. User session ending user sessions. 311

313 The [Audit log] section VIEWS The [Audit log] section contains the following views: [Audit log] the list of the last registered events. [Log archive] the list of events for which the [Archive log] action was performed. LOG LIST [Event type] the list of system event types is included in the [Event types] lookup, for example, User authorization, User session. [Event date] date and time of the event start. [Result] the list of results of the system events is included in the [Event results] lookup. For example, the attempt of authorization can end with the Authorization result, or with the Authorization denied result if it fails. [IP address] the IP address of the user who performed the operation that resulted in the system event. For example, the IP address of the user who attempted to log in to the system. [Owner] the user that performed the operation that resulted in the system event. For example, the name of the employee who attempted to be authorized in the system. [Description] the detailed description of the event, for example, User authorization John Best. IP address: The event description is generated by the system automatically. ACTIONS The system operation audit log contains the [Archive log] action that copies the log records to a separate archive table. Performing the action opens the [Archive parameters] page (Fig. 313) where you can set up parameters for archiving. Fig. 313 The [Archive parameters] window [Period from], [till] the time period that includes the records to be archived. Only those events whose date falls in the specified range will be archived. [Event type] select types of events to be archived. Only those events whose types match the selected ones will be archived. You can select multiple types. Performing the archiving action is logged as Access rights audit log. Once the operation is complete, the system shows the number of the archived records in a message. bpm online customer service 312

314 User guide DEPLOYING THE BPM'ONLINE APPLICATION ON-SITE The on-site deployment involves hosting the system on the servers of your company, while the ondemand deployment means the application is deployed on the bpm online servers and becomes available in the SaaS mode. CONTENTS System requirements for on-site deployment Installing the bpm online application on-site 313

315 System requirements for on-site deployment SYSTEM REQUIREMENTS FOR ON-SITE DEPLOYMENT To deploy the bpm online application on-site, the server-side and the client-side must meet certain technical requirements. Complying with certain technical requirements will ensure high system performance. CONTENTS Server-side system requirements Client-side system requirements SERVER-SIDE SYSTEM REQUIREMENTS The server performance significantly affects the efficiency and overall performance of the application. The better hardware configuration of the server is, the better is the performance of bpm online. To work with bpm online, you will need to deploy four servers: database server, user session server, SVN repository server, and application server. System requirements may vary depending on the number of users who will access the system and system fault tolerance requirements. General requirements for the servers: All servers can be deployed either on different computers or combined and started as services on one computer. The session storage server (Redis) and the version control server (SVN) can be combined together with the database server or application server. For SVN server, the minimum accessible server processor is specified. Any central processing unit under 6 years and downwards can be used. The common file storage is required to store database within the failover cluster of DBMS. All servers can be virtualized upon condition that the virtual computers have performance capacity no less than specified within the requirements. The version control server (SVN) is optional. It is needed only in case of version control and reconfiguration initiation. ATTENTION! Below are the requirements that were calculated for the base product and do not take into account any possible growth of the hardware requirements for a particular configuration of the application with such features as business processes, integration with telephony, etc. NEXT IN THIS CHAPTER System requirement for 1-25 users System requirement for users System requirement for users System requirement for users System requirement for users System requirement for users System requirement for users System requirement for users System requirement for users System requirement for users bpm online customer service 314

316 User guide SYSTEM REQUIREMENT FOR 1-25 USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 8 GB 8 GB DBMS Application Redis SVN HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Common file storage 250 GB SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 10 GB 10 GB DBMS Application Redis SVN HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Common file storage 250 GB 315

317 System requirements for on-site deployment SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Application RAM 4 GB 4 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 3 GB 512 MB 3 GB 512 MB HDD 40 GB 2 GB 40 GB 2 GB OS Windows Linux Windows Linux bpm online customer service 316

318 User guide Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Application RAM 6 GB 6 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard 317

319 System requirements for on-site deployment Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 3 GB 1 GB 3 GB 1 GB HDD 40 GB 3 GB 40 GB 3 GB OS Windows Linux Windows Linux Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB bpm online customer service 318

320 User guide Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Application RAM 8 GB 8 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 4 GB 2 GB 4 GB 2 GB HDD 40 GB 4 GB 40 GB 4 GB OS Windows Linux Windows Linux Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux 319

321 System requirements for on-site deployment SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Application RAM 16 GB 16 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 6 GB 4 GB 6 GB 4 GB HDD 40 GB 6 GB 40 GB 6 GB OS Windows Linux Windows Linux bpm online customer service 320

322 User guide Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Application RAM 24 GB 24 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard 321

323 System requirements for on-site deployment Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 8 GB 6 GB 8 GB 6 GB HDD 40 GB 8 GB 40 GB 8 GB OS Windows Linux Windows Linux Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 RAM 24 GB 24 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB bpm online customer service 322

324 User guide Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Application RAM 32 GB 32 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 10 GB 8 GB 10 GB 8 GB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux 323

325 System requirements for on-site deployment SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 RAM 32 GB 32 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB Number of servers 1 2 CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 Application RAM 32 GB 32 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 10 GB 8 GB 10 GB 8 GB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux bpm online customer service 324

326 User guide Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENT FOR USERS The requirements are presented in the table below. Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 RAM 48 GB 48 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Common file storage Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up Microsoft SQL Server 2008 R2 Standard Microsoft SQL Server 2012 Standard Oracle 11 and up 250 GB Number of servers 1 2 CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 Application RAM 48 GB 48 GB HDD 50 GB 50 GB OS Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 R2 Standard 325

327 System requirements for on-site deployment Server Feature Including fail-safety Excluding fail-safety Number of servers 1 2 Redis CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 12 GB 10 GB 12 GB 10 GB HDD 40 GB 12 GB 40 GB 12 GB OS Windows Linux Windows Linux Number of servers 1 2 SVN CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux CLIENT-SIDE SYSTEM REQUIREMENTS Software products on the bpm online platform are web applications, so they do not require any installation on the client side. Only an Internet browser is required to access the system. Monitor minimum resolution 1280х768. CONNECTION CHANNEL The recommended data channel for the client-server connection is 512 Kbps per one active user. ADDITIONAL SOFTWARE One of the following Internet browsers must be installed on the client-side: Internet browser: Google Chrome, the latest official version; Mozilla Firefox, the latest official version; Microsoft Internet Explorer 11 and up; Apple Safari, the latest official version. Operating system Microsoft Windows: Windows Vista; Windows 7; Windows 8. OS X, the latest official version. For proper operation of some functional modules of bpm online, you have to install Silverlight 5.0 (or higher) browser plug-in on each user computer. The browser has to support Silverlight. ATTENTION! Using third-party plug-ins and add-ons for browsers may increase the page loading time and cause incorrect display of pages. bpm online customer service 326

328 User guide INSTALLING THE BPM ONLINE APPLICATION ON-SITE To install bpm online on DBMS, MS SQL, you need to perform the following steps: 1. Deploy MS SQL Server 2008 on the database server. 2. Deploy Redis database on the user session storage server. 3. Deploy SVN server on the package repository computer. 4. Install the bpm online application on the application server. 5. If necessary, set up the uninterrupted performance of your bpm online task scheduler. NOTE Deployment procedure of MS SQL Server or SVN is covered in the documentation of each product. CONTENTS Installing bpm online Setting up the task scheduler INSTALLING BPM ONLINE Run the BPMonlineSetup.exe file on the app server to start the setup. In the opened installer window, click the [Install] button. The installer will automatically run the bpm online setup wizard. CONTENTS Specifying the destination folder IIS settings SQL server settings Redis server settings Setting up connection by the WebSocket protocol Setting up the package repository parameters Restoring the bpm online database Setting up Application Pools for bpm online in IIS7 SPECIFYING THE DESTINATION FOLDER Specify the folder where the bpm online files will be installed (Fig. 314) and click the [Next] button. 327

329 Installing the bpm online application on-site Fig. 314 Specifying the destination folder IIS SETTINGS Specify the website settings used in IIS (Fig. 315): Fig. 315 Specifying the Internet information services 1. In the [Website Name] field, enter the name of the website that will be used to access bpm online. As a result, the wizard will automatically create two applications in IIS. First application is the installer named as specified in the [Website Name] field. Second application is named 0 and is created inside the installer application to control the work of the default configuration named Defaut. 2. In the [Port] field, specify the port number for website binding. By default, port 80 is used. NOTE If the port 80 must be used for the bpm online website, make sure that other websites do not use this port. bpm online customer service 328

330 User guide 3. If the application should be accessible through the Internet, in the [Host Name] field, specify the corresponding site domain name. If the application should be accessible through the local area network only, enter the name of the application server (specified in the [Host Name] field by default). NOTE To verify the settings entered, click the [Validate] button. 4. Click the [Next] button. SQL SERVER SETTINGS Specify the database server connection settings (Fig. 316). Fig. 316 Specifying the database server settings 1. In the [Server Name] field, specify the name of your database server. For example, DATABASE_SERVER_COMPUTER\SERVER_INSTANCE. 2. In the [DB Name] field, enter the name of the database to be used by bpm online. The setup will create a new database with the specified name. 3. In the [Authentication] field, select the preferred method of database server authentication. You can use SQL server authentication or Windows authentication options. ATTENTION! In case you select the Windows Authentication option, once the installation is completed, you will need to set up the Application Pools parameters in IIS7 for the bpm online application. Indicate the domain user account that has access to MS SQL server (for example, the domain user account that has launched the installer) as an application pool. 4. In the [User] and [Password] fields, enter the login credentials for MS SQL user authentication. These fields will become editable if the SQL Server Authentication option is selected in the [Authentication] field. This user account will be used by the application to access the database. 5. Click the [Next] button. 329

331 Installing the bpm online application on-site REDIS SERVER SETTINGS Specify the connection settings for the Redis data storage server (Fig. 317): Fig. 317 Specifying the Redis data storage server settings 1. In the [Host Name] field, specify the name of the host used for the Redis server deployment. 2. In the [Data Base ID] field, enter the identification number of the database used to store the user sessions. 3. In the [Max Read Pool Size] and [Max Write Pool Size] fields, specify the maximum number of simultaneous read and write connections to the Redis server. 4. In the [Port] field, specify the number of the port used to connect to the Redis server. 5. In the [Password] field, enter the password if needed. 6. In the [Timeout] field, specify the connection timeout in minutes. 7. Click the [Next] button. As a result, bpm online will be installed in the specified folder. The application will be accessible on the specified website. A new database will be created on the database server. SETTING UP CONNECTION BY THE WEBSOCKET PROTOCOL Specify the parameters for connecting to the application server using the WebSocket protocol (used for such features as business processes, notifications and integration with telephony) by selecting one of the available options (Fig. 318). bpm online customer service 330

332 User guide Fig. 318 Configuring the WebSocket parameters Select the [Microsoft WebSockets] option if you do not want to use any additional port for WebSocket connection. This option can be selected if the application server is deployed on Windows 8 or Windows Server Select the [Custom WebSocket service] option to specify the port to be used for WebSocket connections. If you select the [Custom WebSocket service] option, make sure that the corresponding ports are open on the application server. If different workspaces are used, a separate port must be opened for each workspace. The port number of each workspace is calculated according to the formula: the number of the port entered in the installer + the number of the workspace. Thus, the port of the Default workspace (number 0 ) will correspond to the port that was specified in installer, for example, The port for the next configuration that was added (number 1 ) will be 2011, etc. If the [Custom WebSocket service] option is selected and Internet Explorer is used for working with the application, then in the Web.config file, change the value of the httponlycookies to false (<httpcookies httponlycookies="false" />). SETTING UP THE PACKAGE REPOSITORY PARAMETERS Specify the path to the package repository folder (Fig. 319). 331

333 Installing the bpm online application on-site Fig. 319 Configuring the SVN repository parameters 1. In the [Svn repository path] field, specify the URL of the SVN repository that has been created when deploying the SVN server. The repository will be used to store packages. The application server must have access to the repository using the specified path. 2. In the [Working copy path], if necessary, enter the path to the local copy of the repository. RESTORING THE BPM ONLINE DATABASE If the database server is deployed on the same computer as the Web server, the setup will automatically restore the bpm online database from the backup file. If the database server is located on a different PC, restore the database from the backup file manually. The database backup file will be installed in the \db\ subfolder of the bpm online CRM installation folder. The database must be restored into the database that was created during the installation. For example, if you have specified the bpm online name in the [DB Name] field, restore the backup file to that database. SETTING UP APPLICATION POOLS FOR BPM ONLINE IN IIS7 1. Run the Internet Information Services manager. 2. In the server tree, select Application Pools. 3. Select the bpm online application in the applications list. 4. Click [Advanced Settings...]. (Fig. 320). bpm online customer service 332

334 User guide Fig. 320 Editing the Application Pools parameters 5. In the opened window, change the value in the [Idle Time-out (minutes)] field to 0 (Fig. 321). Fig. 321 Setting up Idle Time-out 6. Enter the username and password of the user account that the application should use to access MS SQL Server. Click the [...] button in the [Identity] field to edit this property. ATTENTION! This procedure must be performed if the Windows authentication was selected in the MS SQL Server settings during the installation. 333

335 Installing the bpm online application on-site 7. In the opened window, select the [Custom account] and click the [Set] button. 8. Enter the username and password of the domain user account that is used by the application to access MS SQL Server. For example, it can be the domain user that has started the bpm online installation (Fig. 322). Fig. 322 Setting up Identity for Application Pool SETTING UP THE TASK SCHEDULER Automated Quartz task scheduler plays a key role in the calculation of analytics and performing other routine operations in bpm online. To ensure the continious operation of task scheduler, perform the following actions: Set up auto-monitoring for the installer application. Set up auto-run of SQL scripts to update the tasks in the DB. SETTING UP AUTO-MONITORING FOR THE INSTALLER APPLICATION Monitoring of the availability of the installer application must be performed automatically every 5-10 minutes. You can use several ways to set up the auto-monitoring for the application: Use any free online service for monitoring websites, for example, Use the Windows task scheduler to start the script for application monitoring. bpm online customer service 334