Documentum Client for Siebel User Guide

Transcription

1 Documentum Client for Siebel User Guide Version 5.3 SP4 April 2007

2 Copyright EMC Corporation. All rights reserved.

3 Table of Contents Preface... 7 Chapter 1 Introduction... 9 About DCS... 9 Getting started with DCS Introducing DCS applets Chapter 2 DCS Attachments Account Attachment applet Contact Attachment applet Opportunity Attachment applet Service Request Attachment List applet Documentum folder structure Transferring files between Siebel and Documentum Add File to Siebel Add File to Documentum Chapter 3 Documentum Content Manager Applet Connect to Content Manager Applet Content Manager functionality Searching a Documentum Docbase Search Advanced search To create a document, folder, and cabinet New document New folder New cabinet DCS Help Chapter 4 Documentum-speci c functionality with DCS New document Creating a new document Import documents Edit documents View documents Save As documents Checkin documents Checkout documents Cancel Checkout documents Annotate documents Documentum Client for Siebel User Guide 3

4 Table of Contents Detach documents Delete documents Help About DCS Lifecycle Management Apply Promote Demote Remove Suspend Resume Show files Show all objects and versions Glossary Documentum Client for Siebel User Guide

5 Table of Contents List of Figures Figure 3 1. DCS Documentum view Documentum Client for Siebel User Guide 5

6 Table of Contents List of Tables Table 4 1. Documentum-specific functionality Documentum Client for Siebel User Guide

7 Preface This guide explains the use of Documentum Client for Siebel (DCS) 5.3 SP4 for the Siebel 7.7 and 7.8 application, including all DCS applets and ActiveX controls. This guide does not cover how to install DCS or the Siebel implementation procedures. For more information on the integration or the installation of DCS, refer to Documentum Client for Siebel Installation Guide and Documentum Client for Siebel Implementer Guide. Intended audience This guide is intended for users, system administrators, and database administrators who use, install, and configure DCS. It is also written for those who will provide help desk or other levels of support for DCS. It is assumed that users, systems administrators, and database administrators have been properly trained and have the experience required to use Siebel and Documentum. Revision history The following changes have been made to this document. Revision history Revision Date April 2007 Description Initial publication Documentum Client for Siebel User Guide 7

8 Preface 8 Documentum Client for Siebel User Guide

9 Chapter 1 Introduction DCS integrates the powerful features of Siebel with the robust content management capabilities of Documentum, enabling users to link unstructured content with Siebel business objects (such as service requests, customers, or contacts). DCS improves service and support, streamlines business processes, enhances sales efforts, and reduces operational inefficiencies. This chapter describes what DCS is and how it works. This chapter also lists other documents that provide related information. DCS supports the CRM vertical of Siebel application. Note: The User Guide describes the features and functionalities of DCS for the CRM vertical only. About DCS DCS is an integration solution that combines Siebel s Customer Relationship Management (CRM) features and Documentum s content management power. DCS makes Documentum s content management system accessible from within a Siebel application. It allows the enterprise to be fully coordinated between front office and back office activities. Workflow, document management, imaging, and web content management can be managed in closed-loop marketing, sales, service, and support applications. DCS views reside inside the Siebel client-based application. Users can access key Documentum functionality from across the enterprise by using Siebel screens that they are familiar with. DCS allows corporations to maximize success by enhancing their ability to focus on every customer and every potential customer by coordinating sales, marketing, and customer support. Benefits of DCS include: Allowing trusted content to be stored and properly retrieved over intranet and extranets Being able to copy files between Siebel s and Documentum document repositories through Add to Siebel and Add to Documentum features in one step Documentum Client for Siebel User Guide 9

10 Introduction Full attribute text search for easy document retrieval Reduced training costs by bringing Documentum s Content Management functionality to familiar Siebel applications Electronic document management functionality applied to customer related documents Developing enterprise content management and protection of knowledge assets Simple deployment with set base integration and services to speed deployment Getting started with DCS When your machine has been properly configured to work with the DCS, and you start Siebel, you can see the following: 1. The Siebel main screen called Homepage. 2. The following tabs are present in the Homepage: Home Accounts Contacts Content Manager Opportunities Orders Service 3. Click Accounts. 4. Click Accounts List link. 5. Click any of the available accounts to access its details. Note: You can also invoke the account details from Site Map. Introducing DCS applets DCS comprises of two applets mapped to different views. These Applets are described in the following chapters: Chapter 2, DCS Attachments Chapter 3, Documentum Content Manager Applet 10 Documentum Client for Siebel User Guide

11 Introduction These applets have controls that integrate Documentum with Siebel. Behind the screens also there are some Siebel Business Services, and Business Components that facilitate the integration. Documentum Client for Siebel User Guide 11

12 Introduction 12 Documentum Client for Siebel User Guide

13 DCS Attachments Chapter 2 This chapter explains the functionality of the DCS Documentum Attachments. The Documentum Attachments of DCS allows users to share documents between Siebel accounts, opportunities, service requests, and contacts Business Components, and the Documentum repository. Account Attachment applet The Account Attachment helps in handling account related information. An Account Attachment provides information about the user account (Company or Organization) of the contact who is handling the transaction. The user handles all the files and documents related to Siebel through the Attachment applet. Click the Add file to Documentum button to add the files and documents to the Documentum repository under which the folders are created for every account by its name in the General Documents folder. Documentum does not support the handling of multiple accounts by its name, unlike Siebel where a user is allowed to create multiple accounts with the same account name. Instead, Documentum identifies the account by its name and hence it is not advisable for the user to create multiple accounts with the same name in Siebel while working with Account Attachment. The data related to the account cannot be retrieved when the user tries to modify or edit the account name. In Documentum, the cabinet name is based on the account name but when modified, the same is not reflected in Documentum, hence data is lost. The data can be retrieved only when the user changes the account name to the previous account name. Note: Deleting an account from Siebel deletes all the related data from Siebel but not from Documentum. Creating a new account with a similar name populates the data of the deleted document of the previous account. Documentum Client for Siebel User Guide 13

14 DCS Attachments Contact Attachment applet The Contact Attachment Applet helps in handling user contacts and related information. The Contact Attachment applet provides information about the contact who is handling the transaction. The user handles all the files and documents related to Siebel through the Attachment applet. Click Add file to Documentum to add the files and documents to Documentum repository under which the folders are created for every contact by its name in the Contacts folder. Documentum does not support the handling of multiple contacts by its name, unlike Siebel where a user is allowed to create multiple contacts with the same contact name. Instead, Documentum identifies the contact by its name and hence it is not advisable for the user to create multiple contacts with the same name in Siebel while working with Documentum contact Attachment applet. Opportunity Attachment applet The Opportunity Attachment Applet helps in handling Opportunities and related information. The Opportunity Attachment applet provides information about the opportunity of the transaction. The user handles all the files and documents related to Siebel through the Attachment applet. Click Add file to Documentum to add the files and documents to Documentum repository under which the folders are created for every opportunity in the Opportunity folder by its name. Service Request Attachment List applet The Service Request Attachment List Applet helps in handling service requests and related information. The Service Request Attachment List Applet provides information about the Service Requests of the transaction. The user handles all the files and documents related to Siebel through the Attachment applet. Click Add file to Documentum to add the files and documents to Documentum repository under which the folders are created for every service request in the Service Requests folder by its service request number. 14 Documentum Client for Siebel User Guide

15 DCS Attachments Documentum folder structure DCS is configured to work with Siebel accounts, opportunities, service requests, contacts and Help Desk business components. The Documentum folder structure is configured as described below: The repository to which the Documentum Attachment applet connects is stored in the employee logon profile. In order to connect to a different repository, users must change the repository name parameter to the desired repository. The names of file cabinets map to Siebel account names. Names of opportunity folders map to Siebel opportunity names. Names of contact folders map to Siebel contact first name + contact last name. If an attachment is being created for an account, the top level folder (Documentum file cabinet) is the name of the account, and documents are created in a folder called General Documents. Account attachments are stored in Documentum using the following folder structure: <Account name>\general Documents\<Third Level Folder> <Account name> is the cabinet and General Documents is the second level folder. If an attachment is being created for a contact, the top level folder is the primary account of the contact, the second level folder is called Contacts and the third level folder is named for the contact and documents are created in this folder. Contact attachments are stored in Documentum using the following folder structure: <Account name>\contacts\<third Level Folder> <Account name> is the cabinet and Contacts is the second level folder. If an attachment is being created for an opportunity, the top level folder is the name of the account associated with the opportunity, the second level folder is called Opportunities, and the third level folder is named for the opportunity, and documents are created in this folder. Opportunity attachments are stored in Documentum using the following folder structure: <Account name>\opportunities\<third Level Folder> <Account name> is the cabinet and Opportunities is the second level folder. If an attachment is being created for a service request, the top level folder is the name of the account associated with the service, the second level folder is called Service Requests, and the third level folder is named for the service, and documents are created in this folder. Service Requests attachments are stored in Documentum using the following folder structure: <Account name>\service Requests\<Third Level Folder> <Account name> is the cabinet and Service Requests is the second level folder. Documentum Client for Siebel User Guide 15

16 DCS Attachments Transferring les between Siebel and Documentum DCS allows the user to transfer files from Siebel to Documentum and vice versa. This makes it easy for users to store files in either application. Add File to Siebel To add a file to Siebel from Documentum, follow these steps: 1. Click the Attachments tab to view the Siebel and Documentum Attachments screen. 2. Navigate to the Documentum Attachments. 3. Select the file you want to add to Siebel from Documentum Attachments. A request will be sent to the Server, so you have to wait for the process to get completed. You can find this in the progress bar located at the bottom of the screen. 4. Click Add File to Siebel. 5. The new file is added to Siebel. Now you have two copies of the file, one in Documentum and one in Siebel. Add File to Documentum To add file to Documentum from Siebel, follow these steps: 1. Click the Attachments tab to view the Siebel and Documentum Attachments screen. 2. Select the file you want to add to Documentum from Siebel. 3. Click Add File to Documentum. 4. The new file is added to Documentum. Now you have two copies of the file, one in Siebel and one in Documentum. 16 Documentum Client for Siebel User Guide

17 Chapter 3 Documentum Content Manager Applet This chapter describes about the various functions of Content Manager Applet. These functions are user friendly, allowing users to create new documents, folders, and cabinets, view various kinds of informations like search, set permissions, and to use shortcut menus. Connect to Content Manager Applet To connect to the Documentum Content Manager main page, follow these steps: 1. Log on to Siebel application. 2. Click Content Manager. The DCS Content Manager screen is displayed. The left pane displays the cabinets and folders of the connected Docbase and the right pane displays the documents located in the selected folder or cabinet. The Documentum Docbase tree, or cabinet structure is built dynamically. To find a folder, click a cabinet. This displays a list of folders available in the cabinet. As folders may have sub-folders, drill down the main folder to view the available sub-folders. To view the attribute or to delete a folder or cabinet, use the options available in the File menu. Documents available in the cabinet or folder is displayed in the Document pane (right pane). The lock icon indicates that the document is currently checked out and key icon indicates that it is locked by the user. By clicking the sort button you can sort the documents in ascending or descending order. The figure below displays a view of DCS Documentum showing cabinets, folders, sub-folders, and documents. It also shows Search and Help buttons. Documentum Client for Siebel User Guide 17

18 Documentum Content Manager Applet Figure 3-1. DCS Documentum view Content Manager functionality The Content Manager functionality is same as Documentum-specific functionality. Chapter 4, Documentum-specific functionality with DCS contains description of each functionality. Searching a Documentum Docbase DCS provides two methods for searching a Documentum Docbase Search and Advanced Search. The Search allows you to search using a keyword or keywords. The Advanced search allows you perform a search with criteria. Search To perform the Search, follow these steps: 1. Enter the keyword(s). 2. Click Go. 18 Documentum Client for Siebel User Guide

19 Documentum Content Manager Applet Advanced search The Advanced search allows you to search using the various combinations of criteria. The criteria can be Contains, Locations, Object Type, and so on. To create a document, folder, and cabinet You can create new documents, folders, and cabinets by clicking the New button on the File menu. New document New document, page 22 contains instructions to create a new document. New folder Selecting Folder from the File>New menu displays the New Folder: Create dialog box. To create a new folder, follow these steps: 1. Enter the name for the new folder. 2. Select the type from the Type dropdown list. 3. Click Finish. Note: Click Next to enter more details. Click Next again to view/assign the Permissions on new folder. New cabinet Selecting Cabinet from the File>New menu displays the New Cabinet: Create dialog box. To create a new cabinet, follow these steps: 1. Enter the name for the new cabinet. 2. Select the type from the Type dropdown list. Documentum Client for Siebel User Guide 19

20 Documentum Content Manager Applet 3. Click Finish. Note: Click Next to enter more details. Click Next again to view/assign the Permissions on new cabinet. DCS Help The Help can be accessed from File menu and as well as from the menu tool bar. Click the Help button to invoke the help screen (user manual). Chapter 4, Documentum-specific functionality with DCS contains description of Help functionality. 20 Documentum Client for Siebel User Guide

21 Chapter 4 Documentum-speci c functionality with DCS This chapter describes the various Documentum-specific functionalities found in DCS. It also mentions the location (page number) in this guide where related information is available. Table 4-1. Documentum-speci c functionality Functionalities Location in this guide New>Document New document, page 22 Import Import documents, page 22 Edit Edit documents, page 23 View View documents, page 23 Save As Save As documents, page 23 Checkin Checkin documents, page 23 Checkout Checkout documents, page 24 Cancel Checkout Cancel Checkout documents, page 24 Annotate Annotate documents, page 24 Detach Detach documents, page 24 Delete Delete documents, page 24 Help Help, page 24 About DCS About DCS, page 25 Show Files Show files, page 27 Show All Objects and Versions Show all objects and versions, page 27 Lifecycle Management Lifecycle Management, page 25 Documentum Client for Siebel User Guide 21

22 Documentum-speci c functionality with DCS New document Use the File menu tool bar to create a new document. Creating a new document To create a new document, follow these steps: 1. Select File>New>Document. 2. The New Document: Create dialog box is displayed. 3. Enter the name for the new document in the Name field. 4. Select the document type from the Type dropdown list. 5. By default, Microsoft Word Document is the format. To change, select the format from the Format dropdown list. 6. The Template field has the format based on the format you have chosen from the Format dropdown list. Note: Click Next to view the details of the new document. Click Next again to view/assign the Permissions on new document. 7. Click Finish to create the new document. Note: Click Cancel to cancel the process. 8. The new document you created is checked out, by default. You should check in to save the document in the Documentum repository. Note: In earlier versions prior to 5.3 SP4, one of the ways to create a new document (uploading a document from local file system to Documentum repository) was using the Browse button. Now, in DCS 5.3 SP4, you can create a new document (uploading a document from local file system to Documentum repository) using the Import option available in the File menu. Import documents This action imports the document from the local file system to the Documentum repository. 22 Documentum Client for Siebel User Guide

23 Documentum-speci c functionality with DCS Edit documents This action opens the document in its associated application as a file that can be edited and the document is checked out. After all the changes have been made, you must check in the document to save the changes and to make the changed document available to other users. View documents This action opens the document in its associated application in the Read-Only format. You can only view the document, but cannot make any changes, as it cannot be saved in the Documentum repository. Save As documents This action saves the document with a different name and location, if required, in the Documentum repository. Checkin documents This function allows you to check in a document. You can use this function only if there is a lock icon against the document name. The Checkin dialog box is displayed. To checkin a document, follow these steps: 1. Select the version you want to check the document in as. Note: When you want to check in a new document, only one checkin version is possible. 2. Enter the Label and Description in the respective fields. 3. Select the Format of the version from the dropdown list. 4. Click OK to check in the document. Note: Click Cancel to close the Checkin window without checking in the document. Click Help to launch Help for DCS. Documentum Client for Siebel User Guide 23

24 Documentum-speci c functionality with DCS Checkout documents This action checks out the document to the DCS checkout folder on your local machine. Cancel Checkout documents This action cancels the checkout of a document. Changes made to a document after it was checked out are not saved. Annotate documents When you open an Adobe PDF file with annotate option from the File menu, the adobe annotate plug-in from the Documentum Attachments applet is launched. If you want to annotate a PDF, you should have the required third-party software. Detach documents This action exports the document and allows you to save on your local file system. Delete documents This action deletes the document from the Documentum repository. When you select this option to delete the selected document, you are prompted to delete the selected version or all the versions of the document. Help This action displays Help for DCS. 24 Documentum Client for Siebel User Guide

25 Documentum-speci c functionality with DCS About DCS This action displays the DCS version details. Lifecycle Management This function allows you to manage a lifecycle for the selected document. Apply To apply lifecycle, follow these steps: 1. Select the document you want to apply the lifecycle. 2. Select Tools>Lifecycle>Apply. Note: You need to create your own lifecycle when you do not find any existing lifecycles to apply. To create a lifecycle for documents, refer to Application Builder User Guide, version 5.3 SP1. 3. Select the required lifecycle from the available list of lifecycles. 4. Click OK. Promote To promote lifecycle, follow these steps: 1. Select the document you want to promote the lifecycle. 2. Select Tools>Lifecycle>Promote. The document is now promoted to the next state of lifecycle, if defined. When the next state is not defined in that lifecycle, the document is not promoted and an error message is displayed. Demote To demote lifecycle, follow these steps: 1. Select the document you want to demote the lifecycle. Documentum Client for Siebel User Guide 25

26 Documentum-speci c functionality with DCS 2. Select Tools>Lifecycle>Demote. Note: You can demote a lifecycle state of a document only if a lifecycle is already applied and promoted to another state. When you try to demote the lifecycle state of a document that has no lifecycle applied or promoted, an error message is displayed. Remove To remove lifecycle, follow these steps: 1. Select the document you want to remove the lifecycle from. 2. Select Tools>Lifecycle>Remove. Note: You can remove a lifecycle state of a document only if a lifecycle is already applied. When you try to remove the lifecycle state of a document that has no lifecycle applied, an error message is displayed. The lifecycle applied to the document is successfully removed. Suspend To suspend lifecycle, follow these steps: 1. Select the document you want to suspend the lifecycle. 2. Select Tools>Lifecycle>Suspend. The lifecycle can be suspended only if an exception occurs during the lifecycle. Resume To resume lifecycle, follow these steps: 1. Select the document which has the lifecycle in suspended state. 2. Select Tools>Lifecycle>Resume. Note: You can resume a lifecycle state of a document only if a lifecycle is already suspended. When you try to resume the lifecycle state of a document that has its lifecycle suspended, an error message is displayed. The lifecycle is successfully resumed for the document. 26 Documentum Client for Siebel User Guide

27 Documentum-speci c functionality with DCS Show les At the top right corner of the Documentum Attachments, select the Show Files from the dropdown box to display the list of objects without its versions. Show all objects and versions At the top right corner of the Documentum Attachments, select the Show All Objects and Versions from the dropdown box to display the objects with its versions. Documentum Client for Siebel User Guide 27

28 Documentum-speci c functionality with DCS 28 Documentum Client for Siebel User Guide

29 Glossary This glossary provides definitions for some of the terms used in this document. ACL Aliases Alias sets Annotation Assembly Access Control List. Placeholders for user names, group names, or folder paths. Set of user or group names mapped to an alias. A note that is imported as a virtual sticky note to a PDF (portable document format) file. An object that records a virtual document s structure at a single point in time. Assembly document A no-content document that is associated with a document. Basic permissions Definitions of what actions users can take on objects in a repository. Binding rule A rule that identifies which version of a component to include in your virtual document. Broken binding A binding in which the version of a component required for a virtual document does not exist in the repository. Checkin Checkout The process of saving any changes to a document s content in a repository and unlocking the document. The process of taking a document from the repository to your Local Files folder and locking the document in the repository. Child document A descendent component of a virtual document. Documentum Client for Siebel User Guide 29

30 Glossary Component Each document added to a virtual document. Compound document A type of virtual document in which the child documents are defined within and derived from the content of the parent virtual document. Copy behavior Options that govern how a virtual document is copied. Deep copy Making a copy of a virtual document that includes the root and all components of the virtual document. Descendant Any virtual document component other than the root document. Docbase An electronic document repository that lets you store documents of any kind as documents. Docbase administrator User that completes repository administrative tasks. Document lifecycle A process allowing users to move a document through a series of stages defining the document s life. Document lifecycle state A stage in a document lifecycle characterized by particular a set of properties, security, ownership, location, and content. Document subtype A category of documents with its own characteristic properties. Document type Any object with content that resides in a repository, regardless of file format. Draft The initial state of a workflow template. Event notification An item in your Inbox that notifies you when an event has occurred in the repository. Extended permissions The definition of actions individuals can take on specific objects beyond the actions allowed by basic permissions. Flow The movement of packages, their properties, and dependencies between connected activities in a workflow template. 30 Documentum Client for Siebel User Guide

31 Glossary Freeze To lock an assembly so that no one can edit the components or modify the structure of the assembly. Full-text index An index of words in all documents that repository users have asked to have included in the index. Importment Imported document displayed as an icon in a mail message. Inbox An electronic repository for items that require your attention. Inline assembly An assembly created within a virtual document or assembly. Installed One of the three allowable states for a workflow template. Legacy assembly An assembly created using WorkSpace 3.x. Link Local copy Local files To create a connection to a document so that the document appears in a given location. A read-only file that is copied from a repository and pasted to the Local Files folder without being checked out of the repository. Documents stored in your Local Files folder, including local copies and checked-out files. Local files folder A folder on your desktop computer containing checked-out files and local copies. Locator object A shortcut created in a 3.x repository that has been upgraded to a 4.0 repository. No-content document A document object that has properties but no associated content file. Object All items stored in a repository are objects, including cabinets, folders, documents, Smart Lists, workflow templates, permissions sets, replicas, and other items. Object types A category of objects stored in a repository. Package A container for a document that participates in a workflow. Documentum Client for Siebel User Guide 31

32 Glossary Palette Location in Workflow Manager of activity and workflow objects that are used to build workflow templates. Parent document Any component of a virtual document that has descendants. Performer A user or group in your company that is assigned an activity to perform in a workflow. Permissions Properties that determine what operations you can perform on an object (for example, view, edit, or delete). Formerly known as ACLs (Access Control Lists). Placeholder A no-content document that reserves a location in a virtual document for a content file to be created later. Properties Query Characteristics that describe an object. Also known as attributes. A search saved under Documentum. Reference object A shortcut that contains the properties and address of the target object. Rendition A copy of a document that differs from the original only in format. Repeating attribute A property that can have more than one value. Replica Replication A copy of a content file found in a repository other than the location of the original document. The periodic copying of content from one repository to another. Root document The document on which you base your virtual document. Round robin Cycling through a list of team members to receive workflow tasks in order from one team member to another team member. Router Active routers from 3.x repositories converted to 4.0 repositories. These routers continue to run until completed. You cannot create new routers. 32 Documentum Client for Siebel User Guide

33 Glossary Router Manager A feature that enables you to perform a task that has been assigned to you by a router. Shortcut Smart List Superuser A quick way to get to a document located elsewhere in the repository. A saved, reusable list of search criteria. The highest user privilege level in the Documentum system. System administrator The second highest user privilege level in Documentum security. Task Manager A feature that enables you to perform a task that has been assigned to you by a workflow. Transition rule A defined set of conditions that must be met for an activity before subsequent activities commence in a workflow. Unfreeze Unlink Validated To unlock an assembly so that the structure of the assembly can be modified and the component documents edited. To break a connection to a document so that the document no longer appears in given location. This definition does not apply to workflow objects. One of the three allowable states for a workflow template. Verity query A query constructed using the Verity query language, which enables you to perform complex full-text searches of the repository. Version label A descriptive label assigned to a document version to provide information in addition to the version number. Viewer The middle window of the Workflow Template Designer. Virtual document A document composed of other documents. Workflow A process that passes documents, information, and tasks from one person to another person in flowed procedures that achieve a particular goal. Documentum Client for Siebel User Guide 33

34 Glossary Workflow template A reusable network of activities and relationships between the activities, from which workflows are started. XML Zone Extensible Markup Language (XML) is the universal format for structured documents and data on the Web, and is a method for putting structured data in a text file. A region of an SGML document that is marked to be searched. 34 Documentum Client for Siebel User Guide

35 Index A about DCS, 25 add file to Documentum, 16 file to Siebel, 16 C creating new cabinet, 19 new document, 19, 22 new folder, 19 D documents annotate, 24 cancel checkout, 24 checkin, 23 checkout, 24 delete, 24 detach, 24 F import, 22 files transferring between Siebel and Documentum, 16 H help, 24 N new document create, 22 S search, 18 advanced, 19 search, 18 Documentum Client for Siebel User Guide 35