Perceptive Interact for Microsoft Dynamics CRM

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1 Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Version 2.2.x Compatible with ImageNow, Version 6.7.x or higher Written by: Product Documentation, R&D Date: September 2016

2 2014 Perceptive Software. All rights reserved CaptureNow, ImageNow, Interact, and WebNow are trademarks of Lexmark International Technology SA, registered in the U.S. and other countries. Perceptive Software is a stand-alone business unit within Lexmark International Technology SA. All other brands and product names mentioned in this document are trademarks or registered trademarks of their respective owners. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or any other media embodiments now known or hereafter to become known, without the prior written permission of Perceptive Software.

3 Table of Contents Overview... 4 Required Components... 4 Software prerequisites... 4 Licenses... 4 Conditions for installation... 4 Installation and Setup... 4 Download the Interact for Dynamics CRM solution... 5 Import the Interact for Dynamics CRM solution... 5 Configure connection to the ImageNow server environment through CRM entities... 5 Configure a new environment... 6 Configure a document view... 6 View error logs... 8 Add Interact for Dynamics CRM to CRM entity... 8 Grant user privileges Troubleshoot Interact for Dynamics CRM Capture failure Application not running Index Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 3 of 13

4 Overview Perceptive Interact for Microsoft Dynamics CRM enables document management for Dynamics CRM through an embedded component in CRM forms. Using Interact for Dynamics CRM, you can list and view content for related entities within CRM, as well as download and capture documents with context from the CRM entity to enable fast retrieval for related entities. This document explains how to import the Interact for Dynamics CRM solution and how to configure a connection to the ImageNow environment with CRM entities. It also explains how to customize Interact for Dynamics CRM to suit the user requirements. Required Components Software prerequisites You must have the following software available on your machine before you import the Interact for Dynamics CRM solution: Dynamics CRM 2011 ImageNow Server, version 6.7 or higher Integration Server Silverlight 5 Licenses You are required to have the following ImageNow licenses: ImageNow Server Integration Server Conditions for installation You must place the clientaccesspolicy.xml file in the in the integration server. For example, when installing on a 64-bit machine, you can place the file in the following location: [drive]:\program Files\Apache Software Foundation\Tomcat 7.0\webapps\ROOT. For information on how to find the clientaccesspolicy.xml file, refer to Download the Interact for Dynamics CRM solution. With in-premise Dynamics CRM, you should place the clientaccesspolicy.xml file in the following path of Dynamics CRM server machine: [drive]:\program files\microsoft Dynamics CRM\CRMWeb. With online Dynamics CRM, you are not required to perform this action. The target machine should be able to connect to the Integration Server and WebNow server. Installation and Setup This section provides information on how to complete the following tasks. Download the Interact for Dynamics CRM solution Import the Interact for Dynamics CRM solution Configure connection to the ImageNow server environment through CRM entities Add Interact for Dynamics CRM to CRM entity Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 4 of 13

5 Download the Interact for Dynamics CRM solution You need to download the zip files from the Perceptive Software website and unzip the files on your machine. The zip files include the PerceptiveInteractforDynamicsCRM_2.2.zip file and the clientaccesspolicy.xml file. 1. Go to the Perceptive Software website at and log into the Customer Portal. 2. In the Product Downloads page, search for all downloadable items for the specific product and version you want to use. These files may include a product installer, product documentation, or set of supporting files. 3. Download the relevant files to a temporary directory on your computer and unzip the files. The files include the following: PerceptiveInteractforDynamicsCRM_2.2.zip file Clientaccesspolicy.xml file Import the Interact for Dynamics CRM solution After downloading the relevant files from the Perceptive Software website, you need to import the files in the Dynamics CRM client site. After importing the solution in the Dynamics CRM client site, configure the connection with ImageNow environment through CRM entities. You must have administrative privileges to perform this update. 1. In the Dynamics CRM home page, in the Application area, click Settings. 2. In the navigation pane, under Customizations, click Solutions. 3. On the Actions toolbar, click the Import button. 4. In the Select Solution Package page, navigate to the location of the PerceptiveInteractforDynamicsCRM_2.2.zip file, click Open and then click Next. 5. After the file is processed, click View solution package details to see a list of the solution components that were imported, and then click the Close button. The PerceptiveInteractforDynamicsCRM solution displays. 6. Press the F5 key to refresh the page. You can view the following new entities under Settings in the navigation pane: Perceptive Document View Configurations Perceptive Environment Configurations Perceptive Error Logs Configure connection to the ImageNow server environment through CRM entities This section provides information on how to complete the following tasks. Configure a new environment Configure a document view View error logs Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 5 of 13

6 Configure a new environment To create a Perceptive Environment Configuration record, complete the following steps. 1. In the navigation pane, under Perceptive, click Perceptive Environment Configurations. 2. On the top panel, click New. 3. In the Perceptive Environment Configuration page, complete the following substeps. 1. In the Name box, type a name for the environment, such as INow6.7 environment. 2. In the Integration Server Url box, type the relevant URL for the Integration Server such as 3. Optional. In the WebNow Url box, type the relevant WebNow URL such as 4. To save the new environment configuration settings, on the top panel, click the Save & Close button. Configure a document view To create a Perceptive document view in the new environment, complete the following steps. 1. In the Perceptive Environment Configurations page, click the name of the environment you just created. 2. In the Perceptive Environment Configurations page, under Common, click Perceptive Document View Configurations. 3. On the top panel, click Add New Perceptive Document View Configuration. 4. In the Perceptive Document View Configuration page, under General, complete the following substeps. 1. In the Name box, type a name for the document view. 2. To create the document view for an environment, in the Perceptive Environment box, click the search icon and select the relevant environment. 3. In the CRM Entity box, type the name of the CRM entity for which this configuration record will be applied. For example, if you want to set configurations for Case, you have to type Incident. 4. In the Perceptive Default View box, type the default view you want the document to display. 5. In the Default Drawer box, type the name of the drawer you want to configure as the default drawer. 6. In the Default Document Type box, type the document type you want to configure as the default document type. 7. Optional. In the Document Type List box, type the Document Type List you want to display to the user when the user captures a file. The Document Type List is configured in ImageNow. If you want to display all document types to the user, leave this field blank. 5. Optional. To enable the user to view documents in WebNow, under View Actions, under Allow Web View, select Yes. 6. Optional. To enable the user to edit the document keys in Webnow, under View Actions, under Edit Document Keys, select Yes. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 6 of 13

7 7. To display the name of the document in the Name field in the Capture window when the user captures a document, under Document Keys, under Use Document Name, select Yes. 8. In the Perceptive Document View Configuration page, under Document Keys, for Field1 to Field5, complete the following substeps. 1. In the label box, type a label for the document key. Note This label is seen as the column header for the field in the document grid and the Capture dialog box but does not affect the name of the field in ImageNow server. 2. In the Source list, select the appropriate source. To know the description of each source and the implication of selecting the source, see the table below. 3. In the Detail box, type a relevant value based on the source you selected in Step 2. For guidelines on what type of value you should enter, see the table below. 4. Optional. To enable filtering of documents based on the criteria you selected in the above steps, select the Use as filter check box. This option is disabled for the following sources: None, Prompt, and Unique Document ID. 5. To save the new document settings, on the top panel, click the Save & Close button. Source None Literal CRM Record ID CRM Record Field Prompt Description You should select this source if you do not want the field to display to the user in the Capture dialog box. If you select this source, the value you enter in the Detail box displays as a read-only field in the Capture dialog box. This value is also a filter parameter for fetching the documents. If you select this source, in the Detail box you have to specify a lookup field name of a CRM entity that you want to configure. The value you enter in the Detail box displays as a read-only field in the Capture dialog box and can be a filter parameter for fetching the documents. For example, Primary Contact is a lookup field in account entity. If you select CRM Record ID as the source and enter primarycontactid in the Detail box, the primary contact ID, such as "967322ef- 20e7-4a76-568t-a8bf2dfad6e4," always displays in the Capture dialog box for the record even if the name changes. If you select this source, in the Detail box you can enter any type of field name of a CRM entity that you want to configure. The value you enter in the Detail box displays as a read-only field in the Capture dialog box and can be a filter parameter for fetching the documents. For example, if you select CRM Record Field as the source and enter accountnumber in the Detail box, the account number for the respective record, such as AKB4456, displays in the Capture dialog box for the respective field. Primary Contact is a lookup field in account entity. If you enter primarycontactid in the Detail box, the name of the primary contact such as Bret Lee will display in the Capture dialog box. If you select this source, the user views the field as a prompt while capturing the document. It is a text field. This value does not act as a filter parameter for fetching the documents. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 7 of 13

8 Source Unique Document ID Primary Record ID Description If you select this source, you are not able to enter any value in the Detail box. A unique Document ID is created that displays as a read-only field in the Capture dialog box. You cannot select this option for more than one field. If you select this source, a unique ID is visible for that CRM record and it remains unchanged for the record. It is a read-only field and can be a filter parameter for fetching the documents. You cannot select this option for more than one field. View error logs Perceptive Error Logs enable you to view the details of the errors that occur while the user logs onto Interact for Dynamics CRM. To view error logs, complete the following steps. 1. In the navigation pane, under Perceptive, click Perceptive Error Logs. 2. In the Perceptive Error Logs page, click an Interact for Dynamics CRM Error record. 3. In the Interact For Dynamics CRM Error page, under General, you can view the following details. 1. In the Name box, you can view the name of the error. 2. In the CRM User box, you can view the name of the user who logged in when the error occurred. 3. In the Error Message box, you can view the type of error. 4. In the Created On box, you can view the date and time when the error occurred. 5. In the Source Entity box, you can view the entity under which the error occurred, such as Account or Opportunity. 4. In the Interact For Dynamics CRM Error page, under Error Details, under Stack Trace, you can view the description of the error. Add Interact for Dynamics CRM to CRM entity This section guides you through the process of customizing an entity. For details, you may refer to the Microsoft documentation on customizing an entity. 1. In the navigation pane, click Settings. 2. Under Customization, click Customizations. 3. In the Customization area, click Customize the System. 4. Under Components, click Entities and select one of the entities, such as Account. 5. Under the selected entity, click Forms and select the form with Form Type as Main. 6. Click New and select Main Form in the list. 7. To add a single column section in the Main form, click the Insert tab, and under Tab, select One Column. 8. Double-click Tab and type an appropriate name, for example, Perceptive Content, and click OK. 9. Under the new tab, double-click Section. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 8 of 13

9 10. Under Section Properties, perform the following substeps. 1. Under the Display tab, in the Label box, type an appropriate name for the section. 2. Optional. To display the section name, select the Show the label on this Section on the Form check box. 3. Ensure that the Visible by default check box is selected. 4. Under the Formatting tab, select One Column. 5. Click OK. 11. On the top of the page, under the Insert tab, double-click the Web Resource button. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 9 of 13

10 12. In the Add Web Resource dialog box, complete the following substeps. 1. Under Web resource, click the Search icon. 2. In the Look Up Record dialog box, select the pvi_/i4dcrmhost check box. 3. Click OK. 4. Under Field Name and Properties, in the Name box, type the name of the web resource. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 10 of 13

11 5. Optional. In the Label box, type a label for the web resource. 6. Under Visibility, select the Visible by default check box. Note Do not select the Show This Web Resource in Read Optimized Form check box. 7. Click the Formatting tab and under Row Layout, in the Number of Rows box, type 9 or a higher number. Note If the number of rows in the document grid is less than 9, the user may not be able to view documents properly. 8. Click OK to save the custom parameters and formatting changes. 13. On the top of the page, under the Home tab, click the Save button and the Publish button. Grant user privileges In Interact for Dynamics CRM, you can grant special administrative privileges to non-administrative users. As the Interact for Dynamics CRM grid fetches data from different configuration entities, the users must have at least read access to the Perceptive Document view and Perceptive Environment configuration entities. The application should also be able to create log entries for that user and should have the necessary privilege in the Perceptive Error Log entity. To grant administrative privileges to non-administrative users, complete the following steps. 1. In the navigation pane, under Settings, under System, click Administration. 2. In the Administration page, click Security Roles. 3. Under Name, select the appropriate security role you want to assign to the user and click the role. 4. In the Security Role:<security role name> page, on the Custom Entities tab, under the Read column, select the following options: Perceptive Document View Configuration Perceptive Environment Configuration 5. Under the Create column, select the Perceptive Error Log option. 6. Click the Save and Close button. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 11 of 13

12 Troubleshoot Interact for Dynamics CRM If a functional issue occurs, use the information in this section to aid with troubleshooting. Capture failure If the user is unable to capture a file or multiple files in Interact for Dynamics CRM, follow the steps below. 1. Check the log files for java.io.exception error. 2. On the machine where the integration server is located, browse to [drive:]\inserver6 directory and verify that the temp folder exists. 3. If the temp folder does not exist under inserver6, create the [drive:]\inserver6\temp directory. Note The drive should be the same as your primary drive where the integration server is located. Application not running If the user is unable to view the Interact for Dynamics CRM document grid even after you have completed the installation steps and no error log is generated, verify the following information. The clientaccesspolicy.xml file is placed in the correct location in the Integration Server. With in-premise Dynamics CRM, the clientaccesspolicy.xml file is located in the following path of Dynamics CRM server machine: [drive]:\program files\microsoft Dynamics CRM\CRMWeb. A trusted certificate and not a self-signed certificate has been used in case of a https connection with Integration Server. Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 12 of 13

13 Index Download Interact for Dynamics CRM... 4, 5 Installing ImageNow... 4 Interact for Dynamics CRM Download... 5 Troubleshoot Troubleshoot Interact for Dynamics CRM Add to CRM entity... 4, 8 Perceptive Interact for Microsoft Dynamics CRM Installation and Setup Guide Page 13 of 13

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