Getting Started USER S GUIDE

Transcription

1 Getting Started USER S GUIDE

2

3 INTEGRATED SOFTWARE SERIES Getting Started USER S GUIDE

4 Version 3.0 Copyright Interactive Financial Solutions, Inc. All Rights Reserved. Integrated Software Series Getting Started User s Guide. This manual, as well as the software described in it, is furnished under license and may be used or copied only in accordance with the terms of such license. The contents of this manual are furnished for informational use only, are subject to change without notice, and are provided without any express, statutory, or implied warranties. Interactive Financial Solutions, Inc. assumes no responsibility for any errors or inaccuracies that may appear in this manual. The example companies, organizations, products, domain names, e mail addresses, logos, people, places, and events depicted herein are for demonstration purposes only and are not intended to refer to any actual organization. Integrated Software Series and Solana are a copyright of Interactive Financial Solutions, Inc. MRDD Solutions and the MRDD Solutions logo are registered trademarks of Interactive Financial Solutions, Inc. Other product and company names mentioned herein may be the trademarks of their respective owners.

5 Summary of Changes What s New? This preface summarizes the changes made to the Getting Started User s Guide since the last version was released. Updated Support Website Screens Updated Chapter 4, Requesting Support on page 49 with new screen shots showing the new Solana website. 5

6 SUMMARY OF CHANGES Updated Support Website Screens 6

7 Contents Summary of Changes... 5 What s New?... 5 Updated Support Website Screens... 5 Using This Guide What s in This Preface? Objectives Intended Audience Conventions Sample Screens Questions or Comments on This Guide Chapter 1: Logging In Launching the Software Logging In To Citrix (ASP Only) Logging In To ISS Changing Your Password Changing Your Data Set Exiting the Software Chapter 2: Navigating the Software Using the Main Toolbar Understanding the Menu Bar The Program Menu The File Menu The Edit Menu The Module Menu The Window Menu The Help Menu Entering Information into the Software Screen Basics Grids Membership Selectors Sort Order Selector Function Keys Keyboard Shortcuts Managing Information Adding Items Finding and Viewing Items Modifying Items

8 CONTENTS Deleting Items Creating a Listing Chapter 3: Reports and Listings Setting the Default Magnification Printing a Listing or Report Saving a Listing or Report Chapter 4: Requesting Support Using the Support Library Using ISS Help Using the Solana Support Website Understanding the Support Request Process Emergency First 30 Days Standard Guaranteeing Quick Response Times Initial Response Times Diagnosis and Resolution Times Issuing a Support Request Guidelines Support Request Form Issuing a Request by Web (Preferred Method) Issuing a Request by E mail Issuing a Request by Telephone Requesting New Features and Reports Business Days and Hours of Operation Chapter 5: Common Utilities Importing and Exporting Files Creating an Import Template Importing a Completed Template into the System Exporting Data to Excel Accessing Custom Utilities Chapter 6: Installing ISS Updates Updating Your Local Files Automatically Update Local Files Manually Update Local Files Viewing the Version Log

9 CONTENTS Index

10 CONTENTS 10

11 Using This Guide What s in This Preface? Objectives This introduction describes how to properly and efficiently use this manual. It tells you about: The purpose of this manual Who should use this manual How to use this manual Conventions used in this manual Use this manual to: Launch the software and login Navigate the software Print and save reports Learn about Solana Support Use common utilities Update the software and view the version log Intended Audience This guide is intended for new users of the Integrated Software Series. We assume you have familiarity with personal computers and Microsoft Windows. 11

12 USING THIS GUIDE Conventions Conventions We use these conventions in this manual: In this manual, we show: Variable text that you type Like this: database_name Literal text that you type iss2000.exe /m1 dialog boxes, field names, processing buttons and menus Login dialog box Keys that you press on the keyboard Important information to understand to use the software successfully! F2 Information that is useful to note Best practices and useful hints Note Tip Sample Screens This manual contains sample screens that will help you verify that you have reached the correct step. Not all screens are identical to what you see on your display. The degree of variance between a sample screen and your display depends on the rights and permissions you have access to and the version of the software you are running. See the System Manager Module User s Guide for details. Questions or Comments on This Guide Solana welcomes your comments on its documentation. We want to know what you think about our guides and how we can make them better. If you find a problem with this guide or have any suggestions on how we can make this guide more useful to you, please submit a support request using our Web based support request form and select Documentation as the Module/Service. See Issuing a Support Request on page

13 1 Logging In Welcome to the Integrated Software Series (ISS). ISS is an industry specific solution for agencies that serve people with developmental disabilities. As you know, ISS is much more than just an accounting program. ISS is a software solution that brings about revolutionary ways to conduct business. All the ISS modules integrate with each other to leverage data sharing and collaboration among users. This tight integration is the key to organizational efficiency and timely, in depth reporting. This chapter shows you the first item of business to get started with ISS logging in! You will learn about these topics: Launching the Software Changing Your Password Changing Your Data Set Exiting the Software 13

14 . 1 LOGGING IN Launching the Software Launching the Software Logging In To Citrix (ASP Only) If Solana hosts your software, follow the steps below to access the Solana servers and the ISS software: 1. Open your web browser. 2. Go to this web address: Note There is an s at the end of http. 3. Enter the user name and password provided by Solana and click Login Note Solana maintains the Citrix user names and passwords. If you have forgotten your login information, need to add a user or remove a user, issue a support request. You will see the list of applications that your agency has licensed. 14

15 . 1 LOGGING IN Launching the Software 4. Click the Integrated Software Series 3 icon or the Desktop icon. You will see a connecting message. 15

16 1 LOGGING IN Launching the Software If you see this Internet Explorer Security message, select Do not show me this warning for this program again and click Allow. If you see the Client File Security message, select Full Access and Never Ask Me Again. This will allow you to save files back and forth from your local workstation. Note If you select the Integrated Software Series Icon the login screen of the software will appear. If you click on the Desktop icon you will see the Citrix Desktop. 5. Go on to Logging In To ISS on page 17. Note If you are having problems connecting to the Solana Citrix servers, make sure that your Internet connection is working properly. To test your Internet connection, open your Web browser and try to access various Websites. If your Internet connection is functioning, submit a support request. If your Internet connection is not functioning, resolve that issue with your organization s IT department and try to log in to Citrix again. 16

17 1 LOGGING IN Launching the Software Logging In To ISS To log in to the software: 1. On the Start menu, point to All Programs and then point to Integrated Software Series and click ISS with AutoUpdate (LAN only) or Integrated Software Series (ASP only). You can also double click your desktop shortcut icon. Solana recommends always launching ISS using ISS with AutoUpdate so that you are always running the latest version of the software. However, if Solana hosts your software or you access the software remotely through Terminal Services (or Citrix), use the Integrated Software Series option instead. You will see the Login dialog box. Clicking More brings up additional options for system administrators, which are discussed in the System Manager Module User s Guide. 17

18 1 LOGGING IN Launching the Software 2. Enter or select the information as required: In this field: User Name Enter or select: Your assigned user name. When you enter your user name, it will automatically be in all capital letters. Tip The ISS user names are set up in the System Manager Module and are maintained by your organization. For details, see the System Manager Module User s Guide. Password DB Group Database Your assigned, case sensitive password. Tip The ISS passwords are set up in the System Manager Module and are maintained by your organization. For details, see the System Manager Module User s Guide. Your database group. The database group allows companies with multiple databases to organize and group their databases. If your company has multiple groups set up, check with your system administrator as to which one to select. Network users will have a group called Administration in their list. This group is for system administrators only. Do not select it from the list unless directed to do so by Solana. If Solana hosts your software, you will not see this group. Your database. Usually there will be only one database in the list and it will have the same name as your organization. Some organizations have more than one database. If so, check with your system administrator. Note Do not select ISS_Master, from the list unless directed to do so by Solana. 3. Click OK. You will see the Main toolbar. See Using the Main Toolbar on page

19 1 LOGGING IN Changing Your Password Changing Your Password Once you have logged in to the ISS software, you can change your password, if you have the permissions to do so. If you have forgotten your password, contact your system administrator to have it reset. To change your password: 1. On the File menu, click Change Password. 2. In the New Password box, enter your new password. 3. In the Confirm Password box, enter your new password again. 4. When finished, click OK. Tip Passwords must be at least one character and no more than 15 characters. Passwords are case sensitive. 19

20 1 LOGGING IN Changing Your Data Set Changing Your Data Set You can log in to the ISS software as a different user or with a different database group or database without exiting the software and relaunching it. To do so: 1. On the File menu, click Change Data Set. The software will exit and the Login dialog box will appear. 2. Log in to the software with the new options selected. See Launching the Software on page 14 for details. 20

21 1 LOGGING IN Exiting the Software Exiting the Software To exit the software: 1. On the File menu, click Exit. 2. If you are an ASP user, and are using the Citrix Desktop, then on the Start menu of the Citrix desktop, click Log Off [user name]. 3. Click Yes.! Do not exit your Citrix session, by clicking on the X in the upper left hand corner of your Citrix desktop. Otherwise, your session will not close properly and you may experience difficulties the next time you log in to Citrix (such as printing problems). If you do accidentally click on the X to close your session and have problems reconnecting to Citrix, submit a support request. 21

22 .. 1 LOGGING IN Exiting the Software 4. Click Log Off on the Citrix web page to exit Citrix You are no longer connected to Solana s Server. 22

23 2 Navigating the Software This chapter provides an overview of the system navigation and common shortcuts within ISS so that you can use the software efficiently. In this chapter, you will learn about these topics: Using the Main Toolbar Understanding the Menu Bar Entering Information into the Software Managing Information 23

24 2 NAVIGATING THE SOFTWARE Using the Main Toolbar Using the Main Toolbar The Main Toolbar will appear after you log in to the software. See Launching the Software on page 14 for more information. ISS program icon Title bar Minimize button Maximize button Close button Menu bar Current database Name of current user logged in to the software Today s date as set on your computer Understanding the Menu Bar You will use the Menu Bar of the Main Toolbar to access the features of the software. The Program Menu Click the ISS Program icon located in the upper left corner of every window to open the ISS Program menu. Click Restore to re open your window when it is minimized. Click Move and drag the window to a different location on your desktop. You can also move the window by clicking the window itself and dragging it to a new location. Click Minimize to close the current window without exiting it. The window will appear as a taskbar button on your Windows taskbar. Select Close to exit the software. You can also press ALT + F4 to exit the software. 24

25 2 NAVIGATING THE SOFTWARE Understanding the Menu Bar The File Menu Click Change Data Set to log in to the software again with a different user name, database group or database. See Changing Your Data Set on page 20. Click Change Password to change your password. See Changing Your Password on page 19. Click Exit to exit the software. The Edit Menu Click Preferences to set the zoom percentage for your print previews. See Setting the Default Magnification on page 44. The Module Menu On the Module menu, you will find a list of all the available ISS modules. Each module name has an arrow next to it. The arrow indicates that there is a submenu available with more options from which to select. As you point to the module name, the submenu will automatically open, showing you the list of available options. Refer to the documentation of the module for information on using the various features of that module. 25

26 2 NAVIGATING THE SOFTWARE Understanding the Menu Bar The Window Menu Click Cascade so that when you have more than one window open at the same time they offset each other and one window is not completely covering another. See example below. As you open a new window, its window title will appear in the Window menu. Click the title of the window to re open it, if minimized, or bring it to the top, if under another window. The Help Menu Click Contents... or Index... to bring up ISS Help. See Using ISS Help on page 50. Click Data Dictionary to view information about the underlying database structure. Click Version Log to view the list of changes made to the software after an update. See Viewing the Version Log on page 76. At the direction of an Solana representative, click Data Analyzer to allow support the ability to access your database. Click About ISS to find information about the software along with contact information for Solana. Click Tech Support to bring up utilities and information that Solana support staff can use to help diagnose any issue you may encounter. 26

27 2 NAVIGATING THE SOFTWARE Entering Information into the Software Entering Information into the Software Screen Basics A 2 D J C H 5 F I Screen Component G Description 1. Required Field Required fields are highlighted in red and must be completed in order to save. 2. Look Up Boxes Look up boxes are fields that must contain an item already set up in the system. Place your cursor in a look up box, and press F2 to browse for the code you are looking for, if you don t know it. Once you select or enter the code, the item s description will appear next to the box. Double click the label to bring up more information about the item. Press a function key to add a new item or edit the selected look up item. Press F7 to add a new item. Press F8 to modify the selected item. 27

28 2 NAVIGATING THE SOFTWARE Entering Information into the Software Screen Component 3. Date Boxes Enter date information in multiple ways: Select it from the calendar. Enter it directly. Press the UP ARROW or DOWN ARROW keys to increment or decrement the date field. Press F5 to move back one day. Press F6 to move ahead one day. 4. Time Boxes Time boxes are fields where you can enter times. If you tab in to a time box, you must enter a leading 0 or a 1 (for example 09:00, not 9:00). You do not need to enter a : between the hours and minutes, the system will automatically insert if for you. The system will default the time to AM. 5. Check Boxes Description To change to PM, press P, or press the UP ARROW or DOWN ARROW keys or press the SPACEBAR. To switch back to AM, press A, or press the UP ARROW or DOWN ARROW keys or press the SPACEBAR. If there is a check mark in the box, the field is active. You can press the SPACEBAR or click on the box itself to select or clear the check box. 6. Lists Press the first character of the list item to go to the first item beginning with that character. Press the character again, to go to the next item beginning with that character and so on. Press the UP ARROW or DOWN ARROW keys to scroll one list item at a time or press PAGE UP to move to the top of the viewable list and press PAGE DOWN to move to the bottom of the viewable list. Press a function key to maintain customizable lists on the fly: Press F6 to view the highlighted item. Press F7 to add a new item. Press F8 to modify the highlighted item. 7. Notes The Notepad icon indicates that you can bring up a note dialog to enter free form text. Once a note has been added, the Notepad icon looks like it has writing on it. 8. Processing Button Perform an action within the screen such as Add, Edit, Save or Cancel. 9. Status Bar The status bar shows you who last updated the information and when, and if the CAPS or NUM locks is on or off. 10. Tab Some screens have tabs of information. Click on the tab to bring it to the front. 28

29 2 NAVIGATING THE SOFTWARE Entering Information into the Software Grids Grids contain tabular information and are found mainly in the report wizards and in transaction dialog boxes. Within the selection grid you can sort the data, and highlight and select or clear rows. If you want to: Then: Sort the data on one column Click the column title to sort the data in ascending order. Click the column title again to sort the data in descending order. Sort the data on up to three columns Highlight multiple rows Hold CTRL while you click individual column titles to sort the columns in ascending ordering. If you click the same column title again, while holding CTRL the data in that column will sort in descending order. Hold CTRL while you click each row you want to highlight. Highlight consecutive rows Hold SHIFT and click the first row you want to highlight and then click the last row you want to highlight. 29

30 2 NAVIGATING THE SOFTWARE Entering Information into the Software If you want to: Mark a row for inclusion Clear a row from inclusion Reverse the selection of multiple rows Go directly to a row Then: Click the check box so that a check mark appears OR highlight the rows you want to include and click Mark. Click the check box so that the check mark disappears OR highlight the rows you want to clear and click Clear. Highlight the rows you want to reverse and click Invert. Any rows previously selected for inclusion will be deselected and vice versa. Click on the column heading and quickly type the first three letters of the item or press the UP ARROW or DOWN ARROW keys to scroll to it. Membership Selectors Membership selectors let you set up group memberships. If you want to: Add one item Add multiple items Add all the items Remove one item Remove items Remove all the items Then: Highlight it in the Not Member Of column and click Add One or double click the item. Press CTRL while highlighting one or more items in the Not Member Of column, and then click Add One. Click Add All. Highlight it in the Member Of column and click Remove One. Press CTRL while highlighting one or more items in the Member Of column, and then click Remove One or double click the item. Click Remove All. 30

31 2 NAVIGATING THE SOFTWARE Entering Information into the Software Sort Order Selector In many report wizards you will be able to select the order you want items to appear in the report. Highlight the item in the list and use the black up and down arrows to move it up or down one position in the list. Continue this process until the items are in the order you want them to appear. Function Keys If you want to: Access ISS Help. Bring up a Browse dialog box from a look up box to search for look up item s code. Refresh the current list. If you are in a date box, it will move back one day. View the selected item in a list. If you are in a date box, it will move ahead one day. Add a new lookup or list item from a look up or list (if you have add rights). This is called adding on the fly. Modify the selected lookup item or highlighted list item (if you have edit rights). This is called modifying on the fly. Then press: F1 F2 F5 F6 F7 F8 31

32 2 NAVIGATING THE SOFTWARE Entering Information into the Software Keyboard Shortcuts Using keyboard shortcuts to navigate the software and enter data into the system, is faster than using the mouse to enter data. Below are the shortcuts built into ISS along with some standard Windows shortcuts. If you want to: Activate the default or highlighted processing button Then press: ENTER Launch a menu command. The underlined letter. For example: Press M to move the window. Perform a task or action in a dialog box. a + the underlined letter. For example: Press ALT + S to save. Capture a screen shot to send to Solana Support Department. PRINT SCREEN Once you have captured the screen, open a new Word document and on the Edit menu, select Paste. Save the document and attach it to your support request. See Issuing a Support Request on page 57. Export a listing or report from a print preview window. CTRL + E This will open the Export window. See Saving a Listing or Report on page 46. Move forward from one item (box, button) to the next one. Move backward from one item (box, button) to the next. Exit the software. TAB SHIFT + TAB ALT + F4 32

33 2 NAVIGATING THE SOFTWARE Managing Information Managing Information The way you add items, find and view items, modify items and delete items is consistent throughout the software. Once you learn how to perform these tasks in one screen, you can complete them in any other screen in the software. Adding Items Tip You can also add an item information as you are using the software by pressing F7 in any look up or list box. To add an item: 1. Click Add. Either a new dialog box will open or the fields in the current dialog box will become active. 33

34 2 NAVIGATING THE SOFTWARE Managing Information 2. When finished entering the required information, click Save and then click Close to exit the dialog box. If you want to exit the dialog box without saving the information, click Cancel. You will see a warning message: Click Yes to exit the dialog box without saving the changes. Finding and Viewing Items The software uses three conventions for finding and viewing information. You can also view an item s information as you are using the software by pressing F8 in any look up box or by double clicking its label. The Find List To find and view an item in those dialog boxes that use a Find list box: Select the item you want to view from the Find list box. The item s information will populate the dialog box. 34

35 2 NAVIGATING THE SOFTWARE Managing Information The Browse Button To find and view an item in those dialog boxes that use a Browse button. 1. Click Browse from the dialog box. 2. Enter any combination of search criteria in one or more fields or click List All. Tip The more criteria you enter, the narrower your results list will be. 35

36 2 NAVIGATING THE SOFTWARE Managing Information 3. Highlight the item want to view and click Select. The item s information will populate the dialog box. 36

37 2 NAVIGATING THE SOFTWARE Managing Information The Refresh Button To find and view an item in those dialog boxes that use a Refresh button. 1. Enter any combination of search criteria in one or more fields and click Refresh. Tip Depending on the dialog box you are in, make sure you enter a date range that includes the items you are looking for. Leave the ID 0 if you do not know the ID number the system assigned to the item and leave the batch number 0 to see all the items regardless of batch number. You will see a list of transactions that match your criteria. 2. Highlight the transaction you want to view and click View. 37

38 2 NAVIGATING THE SOFTWARE Managing Information The information will populate the dialog box. 38

39 2 NAVIGATING THE SOFTWARE Managing Information Modifying Items Tip You can modify item as you are using the software by entering its code in a lookup box or highlighting it in a list box and pressing F8. To modify an item: 1. Find the item you want to modify. 2. Click Edit. 3. Modify the information as needed and click Save. 39

40 2 NAVIGATING THE SOFTWARE Managing Information Deleting Items Tip If an item is in use or has any history, you will not be able to delete it. Most items do have the option to make the item inactive (by clearing the Active check box). Doing so will prevent the item from being used in the future. Deleting an Item To delete an individual item: 1. Find the item you want to delete. 2. Click Delete. 3. Click Yes to delete the item (or No to cancel). 4. Click OK to close the confirmation window, if applicable. Note The confirmation window will not appear if you are deleting an item in a grid. 40

41 2 NAVIGATING THE SOFTWARE Managing Information Deleting Multiple Items Some dialog boxes give you the ability to delete all the items that appear in the results grid based on your search criteria. 1. Find the items you want to delete. 2. Click Delete All. 3. Click Yes to delete all the transaction shown in the grid (or No to cancel). 41

42 2 NAVIGATING THE SOFTWARE Managing Information Creating a Listing To create a listing of items: 1. Click Listing from the dialog box. You will see a print preview of the listing: 2. From here, you can print the listing or save it to a standard format. For details see Chapter 3, Reports and Listings on page Click the X in the upper right corner to close the print preview. 42

43 3 Reports and Listings This chapter provides an overview of how to use the many reports and listings available within ISS. You will learn about these topics: Setting the Default Magnification Printing a Listing or Report Saving a Listing or Report 43

44 3 REPORTS AND LISTINGS Setting the Default Magnification Setting the Default Magnification You can set the default initial magnification that your reports and listings appear at when a print preview window first opens. You can change the zoom settings within an individual print preview window after it opens as well. However, the next listing or report will again open at the default magnification. To set the default zoom level: 1. On the Edit menu, click Preferences. You will see the Preferences dialog box. 2. In the Default Report Zoom box, click the up or down arrow to select the desired magnification percentage or enter a number in the box and click OK. All your print previews will now open at this magnification level. You can adjust the magnification level within the print preview as well. See See Printing a Listing or Report on page

45 3 REPORTS AND LISTINGS Printing a Listing or Report Printing a Listing or Report After you run a report or click on Listing or Print from a dialog box, the listing or report will appear in a print preview window. From here, you can perform many functions. A B C D E F G H Print Preview Component: Description 1. Print Icon Bring up your printer s Print dialog box to print the report or listing. Note If you are an ASP user and are having problems printing from ISS, verify that you can print locally (try to print something that is not on Citrix). If you can t print locally, you will not be able to print through Citrix either. If you can print locally, but still cannot print through Citrix, submit a support request. 2. Copy Icon Copy the information and formatting of the current page to the clipboard to paste into another program. 3. Search Icon Bring up the Search dialog box to find a keyword within the report or listing. 4. Page Layout Icon Set the number of pages you want to view at the same time. 5. Zoom Settings Enter or select a percentage or click on the + or magnifying glass to make the text larger or smaller. 6. Page Navigation Settings 7. Back and Forward Icons Enter the page number to go directly to that page in the report or listing, or click the up or down arrows to go to the next page or back to the previous page. Click Back and Forward to switch back and forth between the last two pages viewed or step back or ahead to the pages previously viewed. 45

46 3 REPORTS AND LISTINGS Saving a Listing or Report Print Preview Component: Description 8. Scroll Bar Scroll up and down the current page of the report or listing. Saving a Listing or Report You can save any report or listing in ISS to one of many standard formats. This is ideal for creating charts, graphs and other reports for presentations or to send to other people who don t have access to ISS. To export and save a listing or report in another format: 1. Run a report or click on Listing or Print from a dialog box. You will see the listing or report in a print preview window. 2. Press CTRL + E. You will see the ISS Export dialog box. 46

47 3 REPORTS AND LISTINGS Saving a Listing or Report 3. Select the file format to which you want to save the report or listing: Use this format: Text File To: Save the data to a text (.txt) file to open in any word processing program. This will not include any column or page headers. However, if you want to include column headers, you can do so by selecting the Include Headers check box. The character you designate as the delimiter will appear between each data field. Text File (Formatted) Rich Text File Acrobat Reader File (PDF) Excel Excel (Formatted) HTML Save the data, column headers and page headers to a text (.txt) file to open in any word processing program. The character you designate as the delimiter will appear between each data field. Save the data and all formatting to a Microsoft Word interchange (.rtf) file to send as an e mail attachment. Save the data and all formatting to an Acrobat (.pdf) file to send as an e mail attachment or publish to the Web. Save the data to an Excel file (.xls). This will not include any formatting. You can then format the report in Excel and create charts and graphs for presentations. Save the data and all formatting to an Excel file (.xls). You can then create charts and graphs in Excel for presentations or to perform advanced analysis. Save the data and all formatting to an HTML (.html) file. You can then publish the listing or report to the Web. 4. In the Delimiter box, enter the character that appears between data fields (Text File and Text File (Formatted) only). The default character is a comma. 5. Select Show in Browser to open the file immediately in the appropriate program. 6. Select Include Headers to include the column headers (Text File only). 7. When you are finished making your selections, click Save. 47

48 3 REPORTS AND LISTINGS Saving a Listing or Report 8. Enter a file name and click Save from the Save As dialog box. Note If you are an ASP user, the V:\ drive on Citrix maps to the C:\ drive on your local computer. If you want to save to your desktop, select V:\Documents & Settings\[Your Computer]\Desktop. 9. Click OK to exit the Exported message window. If you selected, Show in Browser, the appropriate application will open in the background and you will return to the print preview window. 10. Click on the X in the upper right corner to close the print preview. 48

49 4 Requesting Support You receive unlimited technical support according to the terms of your yearly Maintenance and Support Agreement. Solana offers you personal service and fast response times. In fact, we expect that you will grow to consider our staff a valuable extension of your organization! This chapter will explain our support policy and how to get help when you need it. You will learn about these topics: Using the Support Library Understanding the Support Request Process Guaranteeing Quick Response Times Issuing a Support Request Requesting New Features and Reports Business Days and Hours of Operation 49

50 4 REQUESTING SUPPORT Using the Support Library Using the Support Library Before you submit a support request, you may first want to look for the solution to your issue in our library of documentation. You can access the documentation in one of two ways: Through ISS Help available within the ISS software. By downloading an Acrobat (PDF) file from the Solana Support Website. Using ISS Help You can access searchable online Help from within the ISS software in one of three ways: Press F1. ISS Help will open to the Contents tab. On the Help menu, click Contents... ISS Help will open to the Contents tab. On the Help menu, click Index... ISS Help will open to the Index tab. 50

51 4 REQUESTING SUPPORT Using the Support Library From ISS Help, you can: Click the Contents tab. Then, click the plus sign to expand the list of topics and click a topic to go to more information about it. Click the Index tab. Enter a key word to see a list of matching entries and then highlight the entry and click Display to go to more information about it. 51

52 4 REQUESTING SUPPORT Using the Support Library Click the Search tab. Enter a key word and click List Topics to search the help files. Then, highlight an entry and click Display to go to more information about it. Click the Favorites tab. Click Add to save a bookmark to the current topic. Then in the future, you can highlight the entry in your favorites list and click Display to go directly to that topic. 52

53 4 REQUESTING SUPPORT Using the Support Library Using the Solana Support Website On the Solana Support Website, you can download Acrobat (PDF) files of our support materials. In this area: User Documentation You will find: The latest Module User s Guides Release Notes Training Materials White Papers Release Notes Webinar Materials Highlights of the major changes by software build and update date. The latest training workbooks Detailed bulletins on specific topics A summary of the updates made to the software by build number. The handouts and recording archives from previously held webinars. In addition to the support library, you can also sign up for upcoming webinar and training events, and participate in our user community discussion forums. To access the Solana Support Website: 1. Go to the following Web address: 2. In the orange bar on the right, click Customer Support. 53

54 4 REQUESTING SUPPORT Using the Support Library 3. Enter your login information on the right and click Login. Note If you do not have a login yet, click Register to sign up for an account. Once you register, you will receive a confirmation e mail message from Solana within one business day letting you know that your account has been activated.if you forget your password, enter your user name and click Password Reminder. Your password will be e mailed to the e mail address on file. After you have logged in, you will see a list of links to the support areas appear on the left. 54

55 4 REQUESTING SUPPORT Using the Support Library 4. Click the link to the area you want to view. 55

56 4 REQUESTING SUPPORT Understanding the Support Request Process Understanding the Support Request Process Support uses computer software to electronically manage all support requests to ensure timely and accurate support. The system uses a first contacted, first served philosophy along with the support types and priority levels described below. All request forms received by Web, e mail and telephone are sorted electronically in our system and placed into a queue. Support offers three types of support levels and two priority levels to serve your support needs most efficiently. Within the form you will designate the support type and priority level. Emergency If your request meets one of the following criteria, we consider it to be an emergency request: A billing issue within 24 hours of billing due date A payroll issue within 24 hours of check printing or EFT file submission None of the users (versus one) can log into the software in a network environment One user with a customer verified and active Internet connection cannot log in to the software when it is hosted by Solana. Test your Internet connection before issuing a request. We understand that functions such as preparing cost reports and financial statements are critical, but we do not consider these functions to be emergency items. This is due to the advanced preparation that should be involved in these tasks and the adequate coverage provided under our standard support policy. First 30 Days Any support request that occurs within the first 30 days of your installation is immediately treated as an emergency request. Most new installations can be expected to have a higher than average number of support incidents during the first 30 days of use, resulting from unfamiliarity with the software. For this reason, we treat each issue under these special guidelines in order to keep your agency processing at an acceptable level. Standard If your support request does not meet the criteria for an emergency request and does not fall within your initial 30 days of installation, we consider it to be a standard support request. You can designate your standard request as either a high or a low priority to assist us in prioritizing all our support request tickets. 56

57 4 REQUESTING SUPPORT Guaranteeing Quick Response Times Guaranteeing Quick Response Times Initial Response Times Support will respond to all requests placed prior to 2 p.m. ET on the same business day and within the time frames noted below for the support type: Support Type: Meets emergency criteria/within first 30 days Initial Response Time: 30 business minutes or less (excluding rare and special circumstances) Standard high priority Standard low priority Four business hours or less (depending upon current support load) Four business hours or less (depending upon current support load) Diagnosis and Resolution Times Diagnosis and resolution times are dependent upon the complexity of the issue and the impact the issue places on your business. Therefore, we cannot offer any type of guaranteed diagnosis or resolution time. Solana does assure you that each one of your issues (large or small) is very important to us and we will direct the appropriate resources to satisfy your request. Issuing a Support Request You can issue a new support request using the methods listed below. Upon submitting your request it is logged into our system and a Support Specialist will contact you. Guidelines Follow these guidelines to ensure the support system remains systemized and speedy response times. Always fill out the Support Request Form completely before submitting (See below). Only include one support issue per Support Request Form so that each issue can be tracked properly. Refrain from while I have you on the phone, support requests as they unsystematize the support process and leave it open to missed support issues. Use your judgment when selecting a priority level. Abuse of the high priority makes the system ineffective. Issue a support request using one of the methods that follow, instead of contacting a Support Specialist directly. This will ensure a timely response in the event someone is on vacation or out of the office. 57

58 4 REQUESTING SUPPORT Issuing a Support Request Support Request Form All support requests start with a Support Request Form. This form allows us to track support requests, response times and resolutions. The form contains valuable information for our Support Specialists. We often start working on your issue before we making contact with you. Using this form will expedite your support request and improve the quality of your response. Note The Microsoft Word version of the Support Request Form is available on the Support Website under Form. You should use it with the e mail and telephone methods of issuing a support request. Issuing a Request by Web (Preferred Method) To issue a request using the Web form: 1. Go to the Support Website ( 2. Log in (optional). 3. Click the Support Request link in the blue navigation bar on the left. 4. Fill out the electronic request form completely. Provide details of run time error circumstances and messages. Give specific details such as report name, client range, date range, service types, account codes, etc. to make it easier for Solana to re create the issue. Tip If you logged in to the support site, your contact information will auto populate the form based on your user profile. (Click on your user name in the top orange bar to change your user profile.) 5. Add up to three attachments to your support request (for example, a report or a screen shot of an error message (see Keyboard Shortcuts on page 32)) as needed. 58

59 4 REQUESTING SUPPORT Issuing a Support Request 6. Select the Also send me a copy check box, if you would like to receive a copy of your support request in an message for your records. 7. When you are finished, click Submit. 59

60 4 REQUESTING SUPPORT Requesting New Features and Reports Issuing a Request by E mail To issue a request by e mail: 1. Fill out the Support Request Form completely. 2. Enter the information into the body of the e mail message or attach the form along with any supporting materials (screen shots (see Keyboard Shortcuts on page 32), report example, etc.). 3. Send the e mail message to support@solanapro.com. Issuing a Request by Telephone To issue a request by voice mail: 1. Fill out the Support Request Form completely. 2. Call one of the following numbers: (419) Option 7 (Primary) or (206) (Backup) You will hear an automated greeting. 3. Follow the automated instructions to submit your voice mail request. Include the information you filled out on your form in your message. Requesting New Features and Reports We always welcome new feature requests and consider each one seriously. We review all our new features on a quarterly basis. If the new feature request enhances the software for all our customers then it is placed on the feature request list and eventually will be targeted for one of our quarterly scheduled releases. While we cannot guarantee if and when your request will make it in to the software, we value your input and realize user suggestions improve the software as a whole. If you have an immediate need or if your request is specific to your organization, it may be eligible for custom programming. To issue a new feature or custom programming request, fill out the Support Request Form and submit it as you would any support request. Simply, select New Feature Request as the support type and enter a description of your request. 60

61 4 REQUESTING SUPPORT Business Days and Hours of Operation Business Days and Hours of Operation Support is open Monday through Friday from 8 a.m. to 5 p.m. ET. Support is closed (no support available) to observe these holidays: New Year s Day* Memorial Day Independence Day* Labor Day Thanksgiving Day** Christmas Day* *This holiday may fall on a weekend. Support will be closed on Friday for a Saturday holiday and on Monday for a Sunday holiday. **The Support Department is also closed on the Friday after Thanksgiving Day. However, emergency support is available that day, if needed. 61

62 4 REQUESTING SUPPORT Business Days and Hours of Operation 62

63 5 Common Utilities This chapter explains the utilities that are common to all the ISS modules. You will learn about these topics: Importing and Exporting Files Accessing Custom Utilities 63

64 5 COMMON UTILITIES Importing and Exporting Files Importing and Exporting Files The import and export utility is mainly used during the initial setup of each module. You will use this utility to create a template in the proper format that ISS requires. Then you will import the completed template back into the ISS module to quickly upload legacy data and setup list items. You can also use this utility to export all your existing data in a particular module to Excel for use outside ISS. Creating an Import Template To create an import template to enter data into for uploading to an ISS module: 1. On the Module menu, point to the Utilities submenu of any module and click Import/Export. 2. Select Create Import Templates and click Next from the Import/Export Wizard. 64

65 5 COMMON UTILITIES Importing and Exporting Files 3. Select the items you want to create templates for and click Next. See Grids on page 29 for details. 4. Select the directory where you want to save the template and click OK. Note If you are an ASP user, the V:\ drive on Citrix maps to the C:\ drive on your local computer. If you want to save to your desktop, select V:\Documents & Settings\[Your Computer]\Desktop. 5. Click OK to close the Export message window. 6. Click Cancel to close the Import/Export Wizard. 65

66 5 COMMON UTILITIES Importing and Exporting Files! Do not change the file name or worksheet name of any of the templates or they will not import back into the system. For questions regarding data formatting, issue a support request. Importing a Completed Template into the System Once you have completed an import template, you can bring the information it contains back into the system to speed data entry and module setup. 1. On the Module menu, point to the Utilities submenu of any module and click Import/Export. 2. Select Import Data and click Next from the Import/Export Wizard. 66

67 5 COMMON UTILITIES Importing and Exporting Files 3. Next select the items you want to import and click Next. See Grids on page 29 for details. 4. Select the directory where the import templates are saved, highlight the file name, and click OK. Note If you are an ASP user, the V:\ drive on Citrix maps to the C:\ drive on your local computer. If you want to select a file from your desktop, select V:\Documents & Settings\[Your Computer]\Desktop.! Do not change the file name or worksheet name of any of the templates or they will not import back into the system. 67

68 5 COMMON UTILITIES Importing and Exporting Files 5. Click Yes to view the import log from the Import Complete message window. You will see the Import Report print preview. 6. Click the Print icon to print the report, if needed. 7. Click on the X in the upper right corner to close the print preview. 8. Click Cancel to close the Import/Export Wizard. 68

69 5 COMMON UTILITIES Importing and Exporting Files Exporting Data to Excel You can export all your data to an Excel file. To do so: 1. On the Module menu, point to the Utilities submenu of any module and click Import/Export. 2. Select Export Data and click Next from the Import/Export Wizard. 3. Next select the items you want to export and click Next. See Grids on page 29 for details. 69

70 5 COMMON UTILITIES Importing and Exporting Files 4. Select the directory where you want to save the files and click OK. Note If you are an ASP user, the V:\ drive on Citrix maps to the C:\ drive on your local computer. If you want to save to your desktop, select V:\Documents & Settings\[Your Computer]\Desktop. 5. Click OK to close the Export Complete message window. 6. Click Cancel to close the Import/Export Wizard. 70

71 5 COMMON UTILITIES Accessing Custom Utilities Accessing Custom Utilities If your organization had Solana create any custom utilities, they will appear in the Custom Utilities option on the Utilities menu of the associated module. 1. On the Module menu, point to the Utilities submenu of any module and click Custom Utilities. 2. Select the utility you want to use and click OK from the Custom Utilities dialog box. 71

72 5 COMMON UTILITIES Accessing Custom Utilities If there are no custom utilities available, the Custom Utilities dialog box will be empty. 3. Click Cancel to close the window. 72

73 6 Installing ISS Updates You will receive all the software updates to the Integrated Software Series (ISS) according to the terms of your yearly Maintenance and Support Agreement. When new updates are released, they often include enhancements and resolutions to problems that users have encountered. Approximately every 90 days Solana will send out an announcement that a new update is available. Your system administrator will then download the latest update to your network server. If you access the software locally, you will then need to update your local files. Go on to page 74. If Solana hosts your software, you do not need to download any updates. Solana will automatically update the software as part of your service. If you access the software remotely, you do not need to download any updates. Your system administrator will take care of any updates for you.! All users should review the version log to learn about the new enhancements and resolutions made to the software. See Viewing the Version Log on page

74 6 INSTALLING ISS UPDATES Updating Your Local Files Updating Your Local Files When your system administrator downloads the latest update files to your network server, you will need to update the local files on your computer using the Auto Updater utility. You can manually or automatically run the Auto Updater utility to update your local program files. For details about updating your server, refer to the Integrated Software Series System Manager Module User s Guide. Automatically Update Local Files Solana recommends that as a local network user, you always use the ISS with AutoUpdate option to launch your software. That way, you are always assured to be running the latest version of the software. When a new update to the software has been installed on your network server, re start your software: 1. Exit the ISS software as well as Microsoft Excel. 2. On the Start menu, point to Programs and then point to Integrated Software Series and click ISS with AutoUpdate. The Auto Updater will check for an update and, if one is available, install it. If for some reason, you receive an error message, reboot your computer and re run AutoUpdate before issuing a support request. 3. Once the update completes successfully, the Login window will appear. See Launching the Software on page 14 for details. 4. Next, review the version log. See Viewing the Version Log on page 76 for details. 74

75 6 INSTALLING ISS UPDATES Updating Your Local Files Manually Update Local Files If you do not launch ISS using the ISS with AutoUpdate option, you need to run the Auto Update utility as follows: 1. Exit the ISS software as well as Microsoft Excel. 2. On the Start menu, point to Programs and then point to Integrated Software Series and click AutoUpdate. The Auto Updater will run and force an update of the workstation. You will see a progress window. This process may take a few minutes. If for some reason, you receive an error message, reboot your computer and re run AutoUpdate before issuing a support request. Once the update completes successfully, the progress window will automatically close. 3. Next, review the version log. See Viewing the Version Log on page

76 6 INSTALLING ISS UPDATES Viewing the Version Log Viewing the Version Log The version log is the way Solana informs you of any enhancements or resolutions that have been included in a software update. To view the version log: 1. On the Help menu, click Version Log. You will see the Version Log dialog box. 2. Select or enter a begin date and an end date from the date boxes and click OK. You will see a listing of all the enhancements and resolutions made to the software sorted by module within the date range you selected: The Build column lists the build number assigned to the update. The Date column lists the date the update was created. 76