HEAT8 0 AdministratorGuide

Administrator Guide
VERSION 8.0
10/03
ii Copyright
Copyright 2003 FrontRange Solutions Inc. All Rights Reserved. The Sentry Spelling-Checker Engine Copyright 1999 Wintertree Software Inc. USE OF THIS SOFTWARE AND ITS RELATED USER DOCUMENTATION IS SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE END-USER LICENSE AGREEMENT (EULA), A COPY OF WHICH IS FOUND IN THE USER DOCUMENTATION. YOU MUST AGREE TO THE TERMS AND CONDITIONS OF THE EULA IN ORDER TO USE THIS SOFTWARE. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS OF THE EULA, PROMPTLY RETURN THE UNUSED SOFTWARE IN ITS UNOPENED CD PACKAGE TO THE PLACE FROM WHICH YOU OBTAINED IT FOR A REFUND. WARNING: The software described in this manual and its related user documentation are protected by copyright law. In no event, shall any part of the related user documentation be copied, reproduced, distributed, transmitted, stored in a retrieval system, or translated into any language, without the express written permission of FrontRange Solutions Inc. Contact FrontRange Solutions Inc. at our Web site: www.frontrange.com
(Jan. 2003)/(H80101703)
HEAT Administrator Guide
Copyright
iii
Trademark Notices
FrontRange Trademark Information The following are trademarks or registered trademarks of FrontRange Solutions Inc. and/ or its subsidiaries in the United States and/or other countries:
FrontRange Solutions, GoldMine, GoldSync, GoldMine Answer Wizard, GoldMine Sales & Marketing, GoldMine Management Intelligence, GoldMine Managers Console, iGoldMine, HEAT, HEAT Service & Support, HEAT PowerDesk, iHEAT, HEAT Self Service, HEAT Managers Console, HEAT Answer Wizard, HEAT Quick Start Wizard, InfoCenter, Automated Processes, First Level Support, GoldMine CustomerIQ, HEAT CustomerIQ, CustomerIQ and other FrontRange products and brands.
Other Trademark Information The following are trademarks or registered trademarks of their respective owners/ companies:
TRADEMARK OR REGISTERED TRADEMARK
ACT! Adobe and Acrobat Apple, Beyond Calyx Citrix Corel Crystal Reports dBASE dbCAMS+ Genesis 2000 GoldBox GraphOn and GO-Global Great Plains Hewlett Packard IBM, Lotus, Lotus Notes, and Lotus Organizer InaPlex and Inaport Intel and Pentium Intuit, QuickBooks, and QuickBooks Pro KNOWLIX LANDesk Linux

COMPANY
CRM Division of Best Software Inc. Adobe Systems Inc.
Mac
OS, and
Macintosh
Apple Computer, Inc. Computerese Borland International Inc. Calyx Software Citrix Systems, Inc. Corel Corporation Crystal Decisions dBASE Inc. Financial Computer Support, Inc. Genesis 2000, Inc. copyright of Redstone Softbase Company GraphOn Corporation Great Plains Software Inc. Hewlett Packard Company IBM Corporation Inaplex Limited Intel Corporation Intuit Inc. Peregrine Systems Inc. LanDESK Group Ltd. Linus Torvalds Multiactive Software
Gold
Borland Interbase
Maximizer Enterprise
iv Copyright TRADEMARK OR REGISTERED TRADEMARK

Microsoft , Active Directory , Microsoft SQL Server , Internet Explorer, ActiveX, Visual FoxPro, Outlook, Windows, Windows NT, and Microsoft.Net Netcensus Netilla Netscape and Netscape Navigator NextPage, Folio, Folio Views, Folio Publisher, Folio Builder, Folio Integrator, NXT, NextPage Triad, NextPage Contenta, NextPage Solo, Rapidapps, Matrix, and LivePublish Novell and Netware OmniRush Oracle

COMPANY
Microsoft Corporation Tally Systems Corporation Netilla Networks, Inc. Netscape Communications Corp.
NextPage, Inc.
Novell, Inc.
(formerly FaxRush )
Z-Firm LLC Oracle Corporation Palm, Inc. Intuit Corp. Red Hat, Inc. Captaris, Inc. Rolodex Corp. The Sage Group plc SaleMaker Corp. SPARC International Inc. Sun Microsystems, Inc. Sybase, Inc. Symantec Corporation UNIX System Laboratories, Inc. AT&T Laboratories Cambridge Handspring, Inc. Equisys PLC Company
Palm, MyPalm, Palm Powered, Palm.Net, PalmOS, and PalmPak QuickBooks and Intuit Red Hat
RightFax Rolodex Sage Line SaleMaker SPARC Sun, Java, and Solaris Sybase Symantec, PCAnywhere, and WinFax UNIX VNC Visor Zetafax PRO
Other products and brands are registered trademarks or trademarks of their respective owners/companies.
End-User License Agreement (EULA)

FrontRange Solutions Software Product: HEAT (Rev. Nov. 2002) END-USER LICENSE AGREEMENT (EULA) IMPORTANT READ CAREFULLY
THIS EULA IS A LEGAL AGREEMENT BETWEEN YOU (YOU OR LICENSEE) AND FRONTRANGE SOLUTIONS INC. (A DELAWARE CORPORATION WITH ITS PRINCIPAL PLACE OF BUSINESS IN COLORADO), ON ITS OWN BEHALF AND ON BEHALF OF ITS SUBSIDIARIES, DIVISIONS AND AFFILIATES (COLLECTIVELY REFERRED TO AS FRONTRANGE SOLUTIONS), FOR THE SOFTWARE PRODUCT IDENTIFIED ABOVE WHICH INCLUDES COMPUTER SOFTWARE AND ASSOCIATED MEDIA AND DOCUMENTATION (COLLECTIVELY LICENSED SOFTWARE). BY OPENING THE SOFTWARE PACKAGING, COMPLETING THE SERIALIZATION PROCESS, OR DOWNLOADING, INSTALLING, ACCESSING OR UTILIZING THE LICENSED SOFTWARE OR CLICKING THE I ACCEPT BUTTON, YOU AGREE TO BE BOUND BY THE TERMS OF THIS EULA. IF YOU DO NOT AGREE WITH THE TERMS OF THIS EULA, PROMPTLY RETURN THE UNUSED LICENSED SOFTWARE TO THE PLACE FROM WHICH YOU OBTAINED IT FOR A REFUND. 1. Protection/Ownership. The Licensed Software may include software owned by third-parties (collectively "Third-Party Owners"). The Third-Party Owners are third-party beneficiaries of this EULA and You agree to be bound to them under all the terms and conditions of this EULA, unless and to the extent that a separate license agreement for such software governs. The Licensed Software is protected by copyright and other intellectual property laws. FrontRange Solutions or a Third Party Owner retain ownership of the Licensed Software and the copies of the Licensed Software provided herewith. The Licensed Software is licensed to Licensee for use subject to the terms set forth in this EULA. 2. Grant of License. FrontRange Solutions hereby grants to Licensee and Licensee fully accepts, upon delivery, a nonexclusive, nontransferable and perpetual (unless earlier terminated as provided below) right to use only the executable version (no source code) of the Licensed Software for its own internal business purposes. You may use only one copy of the Licensed Software installed on one server accessing one database. Installation of the Licensed Software entails completion of a serialization procedure in which You will be required to enter a serialization code(s) provided to You as a part of the Licensed Software. You agree not to disclose the serialization code(s) provided to You to any third party other than an authorized FrontRange Solutions reseller (Reseller). The serialization code indicates to the loaded Licensed Software the number of authorized concurrent users covered by the license. 3. Scope of License. You are allowed only the number of concurrent users of the Licensed Software as shown in the corresponding purchase order or other order confirmation form. The number of authorized concurrent users covered by the license will be visually displayed to You during the serialization procedure. A remote user accessing the Licensed Software (via a web-enabled HEAT product) is considered to be utilizing one concurrent user license. Nothing in this paragraph shall limit Licensee from allowing its employees, agents or representatives or the employees, agents or representatives of Licensees parent, subsidiaries or affiliates, if any, from accessing or using the Licensed Software for Licensees own internal business purposes; provided, however that (i) the total number of concurrent users does not exceed the number of authorized concurrent users covered by the license; and (ii) use or access is restricted to no more than one copy of the Licensed Software installed on one server accessing one database.
vi End-User License Agreement (EULA)

4. Additional users. If You wish to expand the number of authorized concurrent users covered by the license You may be able to purchase the additional licenses from FrontRange Solutions or a Reseller. Such added licenses will be affected by the provision of additional serialization code(s) by FrontRange Solutions. 5. Transfer. To the maximum extent permitted by applicable law, Licensee may not resell or otherwise transfer for value the Licensed Software. Notwithstanding the foregoing, Licensee may assign all of its licensed rights and duties under this EULA to a third-party that: (a) directly or indirectly controls Licensee; (b) is controlled by or under common control with Licensee; or (c) purchases all or substantially all of Licensees assets; provided, however, that (i) Licensee gives written notice to FrontRange Solutions of the transfer or assignment; (ii) the permitted third-party assignee agrees to be bound by all the terms herein and completes and returns a registration card or other requested transfer documentation to FrontRange Solutions; and (iii) in no circumstance shall any transfer or assignment, unless specifically agreed upon in writing, (y) release Licensee from any prior outstanding obligation under this EULA, or (z) allow Licensee or Licensees transferee or assignee, collectively, to utilize more licenses than the number of licenses authorized under this EULA. If You transfer the Licensed Software, You must simultaneously transfer possession of all associated media and documentation, and remove all Licensed Software from Your computers. 6. Restrictions. You agree not to copy the Licensed Software except for backup and disaster recovery purposes, or as described in the documentation comprising the Licensed Software. If You make backup copies of the Licensed Software, the original copy of the Licensed Software and all backup copies that You make may not leave your control and are owned by FrontRange Solutions or a Third Party Owner. You agree that this is a license only and that no title passes to You. You agree not to challenge FrontRange Solutions rights in or otherwise attempt to assert any rights in the Licensed Software, except those provided under this EULA. You agree not to disclose, modify, decompile, translate, disassemble or reverse engineer the Licensed Software. You agree not to distribute, rent or lease the Licensed Software. You agree not to use the Licensed Software as a commercial hoster or application service provider. You agree not to use the Licensed Software except as expressly permitted under this EULA. You acknowledge that the Licensed Software contains information deemed confidential or otherwise proprietary to FrontRange Solutions or a Third Party Owner, and You agree to handle the Licensed Software with at least the same degree of care employed with respect to Your own confidential or proprietary information. 7. Warranty/Remedy/Limitation of Liability. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE WARRANTY AND REMEDY SET FORTH BELOW ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES AND REMEDIES, ORAL OR WRITTEN, EXPRESSED OR IMPLIED. Except as provided for in this EULA, no FrontRange Solutions reseller, dealer, agent or employee is authorized to modify or add to the following warranties and remedies. FrontRange Solutions warrants that for a period of ninety (90) days following delivery of the Licensed Software (i) the media on which the Licensed Software is furnished shall be free from defects in materials and workmanship under normal use; and (ii) the Licensed Software will perform substantially in accordance with FrontRange Solutions user documentation accompanying the Licensed Software. FrontRange Solutions does not warrant that the Licensed Software will meet Your requirements or that the operation of the Licensed Software will be uninterrupted or error free or that all defects will be corrected. This Limited Warranty is void if failure of the Licensed Software has resulted from accident, abuse, modification, or misapplication of the Licensed Software. If You believe there is a defect in the Licensed Software such that it does not meet the Limited Warranty provided above, You must notify FrontRange Solutions in writing within the 90-day warranty period. FrontRange Solutions entire liability and Your exclusive remedy with regard to the Limited Warranty, shall be, at FrontRange Solutions sole discretion, either repair or replacement of the Licensed Software or a refund of the amount paid by You for the Licensed Software (provided in that case that You also return the Licensed Software). Any repaired or replacement Licensed Software shall be warranted for the remainder of the original warranty period.
End-User License Agreement (EULA)

To the maximum extent permitted by applicable law, except as provided above, FRONTRANGE SOLUTIONS MAKES NO WARRANTY OR REPRESENTATION, EITHER EXPRESSED OR IMPLIED WITH RESPECT TO THE LICENSED SOFTWARE, ITS QUALITY, PERFORMANCE, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE.
vii
UNLESS BOTH EXPRESSLY REPRESENTED AND AGREED IN WRITING, THE LICENSED SOFTWARE IS NOT DESIGNED, OR INTENDED FOR USE IN ANY MEDICAL, LIFE SAVING OR LIFE SUSTAINING SYSTEMS, TRANSPORTATION SYSTEMS, NUCLEAR SYSTEMS, OR FOR ANY OTHER MISSION CRITICAL APPLICATION IN WHICH THE FAILURE OF THE LICENSED SOFTWARE COULD CREATE A SITUATION WHERE SUBSTANTIAL PROPERTY DAMAGE OR PERSONAL INJURY OR DEATH MAY OCCUR. FRONTRANGE SOLUTIONS AND ANY THIRD-PARTY OWNERS RECOMMEND AGAINST, AND DISCLAIM ANY LIABILITY FOR, USE OF THE LICENSED SOFTWARE IN ANY SUCH APPLICATION. You understand and acknowledge that FrontRange Solutions will not be liable for network-related problems attributable to the operation of the Licensed Software and that network configuration changes may affect the system's performance. To the maximum extent permitted by applicable law, and except for liability arising under paragraph 8 below, FrontRange Solutions entire liability under this EULA shall be limited to the amount paid by You for the Licensed Software. IN NO EVENT WILL FRONTRANGE SOLUTIONS BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE LICENSED SOFTWARE, even if advised of the possibility of such damages. In particular, and without limitation, FrontRange Solutions shall have no liability for any data stored or processed with the Licensed Software, including the costs of recovering such data. 8. Indemnification. FrontRange Solutions represents that it has the right to grant to Licensee the license to use the Licensed Software as set forth in this EULA without violating any rights of any third party and that there is no actual or threatened suit by any third party based on an alleged violation of such right by FrontRange Solutions. FrontRange Solutions will defend, indemnify and hold Licensee harmless from any third party claim that the Licensed Software infringes any copyright, trademark or trade secret owned or controlled by the third party; provided, however, that (i) FrontRange Solutions shall be notified promptly in writing by Licensee of any such claim; (ii) FrontRange Solutions shall have sole control of the defense of any action on such claim and all negotiations for its settlement or compromise; (iii) Licensee shall cooperate with FrontRange Solutions, at FrontRange Solutions expense, in a reasonable way to facilitate the settlement or defense of such claim; (iv) such claim does not arise from Licensees modifications not authorized by FrontRange Solutions; and (v) should the Licensed Software become, or in FrontRange Solutions opinion likely to become, subject to such claim of infringement, then Licensee shall permit FrontRange Solutions, at FrontRange Solutions option and expense, either (a) to procure for Licensee the right to continue using the Licensed Software, or (b) to replace or modify the Licensed Software so that it becomes noninfringing and performs in a substantially similar manner to the original product, or (c) upon failure of (a) or (b), despite the reasonable efforts of FrontRange Solutions, to terminate this EULA and return the license fee paid by Licensee for the Licensed Software. 9. Maintenance and Support. FrontRange Solutions provides maintenance and/or technical support (including upgrades and enhancements) for the Licensed Software only through separate Agreements. Please contact FrontRange Solutions or the place from which You obtained the Licensed Software if You wish to obtain maintenance and/or technical support through the execution of such an agreement. 10. Export Control. You may not export, ship, transmit, or re-export the Licensed Software in violation of any applicable law or regulation, including, without limitation, the Export Administration Regulations issued by the United States Department of Commerce, or any such similar law or regulation issued by such other governmental entity which may have jurisdiction over such export.
viii End-User License Agreement (EULA)

11. United States Government Restricted Rights. THIS SECTION APPLIES ONLY TO LICENSING OR USE BY THE FEDERAL GOVERNMENT OF THE UNITED STATES. The Licensed Software is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the federal government is subject to restricted rights as set forth in subparagraph (c)(1)(ii) of The Rights in Technical Data and Computer Software clause at 252.227-7014 for DOD contracts and at FAR (48 CFR 52.227-19) for civilian agency contracts or other comparable agency clauses. 12. Termination. Your right to use the Licensed Software continues until this EULA is terminated. You may terminate this EULA at any time by destroying all of Your copies of the Licensed Software. This EULA will automatically terminate if You fail to comply with the material terms of this EULA. Upon any termination, You agree to remove all Licensed Software from Your computers, destroy all copies of the Licensed Software, and, upon request from FrontRange Solutions, certify in writing Your compliance herewith. 13. Severability. If any of the terms, or portions thereof, of this EULA are invalid or unenforceable under any applicable statute or rule of law, the court shall reform the contract to include an enforceable term as close to the intent of the original term as possible; all other terms shall remain unchanged. 14. Whole Agreement. This EULA and any applicable FrontRange Solutions order form or maintenance and support agreement or like document constitutes the entire agreement between You and FrontRange Solutions relating to the subject matter hereof, and any additions to, or modifications of, this EULA shall be binding upon the parties only if the same shall be in writing and duly executed by You and by a duly authorized representative of FrontRange Solutions. THE TERMS AND CONDITIONS OF ANY CORRESPONDING PURCHASE ORDER OR OTHER ORDER CONFIRMATION FORM RELATING TO THE LICENSED SOFTWARE ARE ONLY BINDING ON FRONTRANGE SOLUTIONS IF SUCH TERMS AND CONDITIONS ARE AGREED TO IN WRITING IN ACCORDANCE WITH THE PRIOR SENTENCE AND IN A DOCUMENT OTHER THAN THE PURCHASE ORDER OR OTHER ORDER CONFIRMATION FORM. 15. Waiver. The waiver or failure of either party to exercise in any respect any right provided for in this EULA shall not be deemed a waiver of any further or future right under this EULA. 16. Assignability. This EULA shall inure to the benefit of, and is freely assignable to, FrontRange Solutions successors and assignees of rights in the Licensed Software. 17. Resellers. If Licensee acquired the Licensed Software through a Reseller, Licensee acknowledges that (i) payment and delivery terms for the Licensed Software must be established separately and independently between the Licensee and the Reseller; (ii) this EULA constitutes the entire agreement between the Licensee and FrontRange Solutions regarding the license rights for the Licensed Software as described above and is controlling; (iii) the terms and conditions of any purchase order or any other agreement between the Licensee and the Reseller are not binding on FrontRange Solutions; (iv) the Reseller is not FrontRange Solutions agent and is not authorized to alter, amend or modify the terms of this EULA or to otherwise grant any license or other rights relating in any way to the Licensed Software; and (v) Licensees nonpayment of any amount due to a Reseller or any other relevant third party relating to its licensed rights under this EULA shall constitute a basis for FrontRange Solutions termination of this EULA. Licensee further acknowledges that FrontRange Solutions makes no representation or warranty with regard to any services provided by any Reseller, or any actions or failures to act by any Reseller.
TABLE OF CONTENTS
Contents
Introduction
Welcome to HEAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Audience and Expertise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 HEAT Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Manuals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Our Support Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 FrontRange Solutions Inc. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Administration Basics
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Important Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 About the Administrator Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 Administrator Startup Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Administrator Main Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-7 About Quick Start Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10 About LoadDB Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
How HEAT Works

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How the Database and the Interface Work Together . . . . . . . . . . . . . . . . 2-1 2-2 2-2 2-3 2-5
About Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6 The HEAT Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7 About Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 Tables in HEAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8 Table Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10 Table Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18 About Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19 About Fields in HEAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19 About Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-20 HEAT Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-20 About Grids . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22
Designing Your System

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1 Developing a System Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 System Design Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Design Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7 Call Log Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8 Profile Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10 Subset Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 Configuration Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11 Detail Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13 Assignment Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-15 Journal Form Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
Customizing Your Database

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1 About Customizing Your Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Customizing with Quick Start Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Moving Through Quick Start Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 Customizing with Edit Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 The Edit Set Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6 Quick Customize . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 Committing Edit Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 Customizing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10 Customizing Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-13 Customizing Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26 Customizing Grids . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-34
HEAT
xi
Maintaining Your Database

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1 The Database Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Database Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Global Replace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Importing and Exporting Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4 Exporting Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Importing Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6 Validation Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-8 Contact Table Associations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9 Recommendations for Setting Up Contact Association Tables . . . . . . . 5-10
Setting Security
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 The Security Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Security Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 About Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Security Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4 Additional Security Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5 Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6 Teams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9 Security Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11 Table Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12 Controlling User Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13 Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14 Setting Database Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-15 Controlling Locked Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-15 Configuring Unified Logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-15 Setting Expiration Dates for HEAT Passwords . . . . . . . . . . . . . . . . . . . . . . . 6-16
Setting Defaults
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Defaults Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Defaults Menu Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Simple Search Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Hours of Operation Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Search Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Knowledge Search Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Call Transfer Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 7-2 7-3 7-4 7-4 7-6 7-7 7-7 7-9
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Mail Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9 Activity Log Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10 Activity Record Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-10 Call Map Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-11 Call Map Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-12 Call Map Configuration Ideas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-13 HEATBoard Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-15 Counter Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-15 Admin Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-16 Call Status Values Defaults . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-16 GoldMine Integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17 Advantages of a GoldMine Integration . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17 Integrating HEAT and GoldMine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-18
HEAT
in this chapter...
Welcome About This Guide HEAT Resources Contact Information
INTRODUCTION
Introduction
Welcome to HEAT
Welcome to HEAT. HEAT is a fully customizable suite of modules that work together to provide a complete service and support solution for your Help Desk or Support Center. HEAT setup, customization, database maintenance, security, defaults, and integration are all controlled by you, the HEAT administrator. To assist you in customizing and managing your HEAT system, HEAT provides several administrative tools. The Administrator module is a pivotal tool for managing your HEAT system. This module provides the features you need to customize your database, maintain your database, set security, set defaults, and integrate HEAT with other applications. The bulk of your administration work is done in this module. HEAT also provides the Quick Start Wizard, a tool that helps first-time HEAT administrators initially customize their HEAT database. The wizard is a step-bystep guide that prompts you to answer a series of questions about the kinds of customers you support, the terminology you use, and the kinds of calls you receive. When the questionnaire is complete, Quick Start Wizard applies the information to your HEAT database. From this point, you can further customize your database using the Administrator module.
2 Introduction
The LoadDB Utility application is a HEAT tool that assists you when loading HEAT Archive Files (.haf) into a HEAT database. HEAT Archive Files are essentially copies of your database used for backups. This utility makes database upgrades and restorations easy.
About This Guide

This guide is designed to introduce you to the main concepts and features of HEAT administration. The HEAT Administrator Guide focuses mainly on the Administrator module since most HEAT administration is conducted in this module. Summaries of the Quick Start Wizard and LoadDB Utility are also included since complete administration involves these tools as well.
IMPORTANT: This guide is intended to serve as an introduction and reference source for HEAT administrative concepts. For detailed, step-by-step instructions on any of the procedures mentioned in this guide, please refer to our extensive online Help system.
Audience and Expertise

The material assumes the administrator has already installed and is familiar with HEATs numerous modules. It also assumes the user has a basic understanding of databases and the Microsoft Windows operating system.
Document Conventions
This document uses the following terms and syntax when explaining steps and procedures: Menu bar commands and the corresponding menu item are presented as File>>Print. This means you should select the word File on the menu bar, and then click Print in the drop-down menu.
HEAT
Introduction
Dialog box, window, menu, and menu bar names begin with uppercase letters and are referenced in bold text when they are the result of an action. For example: Click OK. The Select a Data Source dialog box appears. Bold text may also be used if needed for emphasis on the first mention of that item. Command buttons you click on-screen are referenced in bold text or pictured as they actually appear. Example: OK or Tips are presented in the margins to provide users with alternative procedures or with suggestions for using the feature. Notes are presented with a line above and below the paragraph; the word Note always appears in bold text. Notes provide information to supplement or emphasize information in the text. Important Notes are presented with a line above and below the paragraph; the word IMPORTANT is always capitalized and appears in bold text. Important notes provide information essential to the text. Cautions are presented with the word CAUTION in all capital letters and bold text. Cautions alert users that failure to read and use information provided may result in data loss. Warnings are presented with the word WARNING in all capital letters and bold text. Warnings alert users that failure to read and use information provided may result in functionality and/or data loss. Cross-references are presented with a book icon . Cross-references inform users that related or additional information is available in another topic or manual.
Administrator Guide
4 Introduction
HEAT Resources
Manuals
HEAT offers the following manuals to help you get the information you need: HEAT User Guide: This guide provides an introduction to the main modules and features of the entire HEAT suite of products. HEAT Administrator Guide: This guide provides an introduction to the main concepts and features of HEAT administration. HEAT Installation Guide: This guide provides installation and setup instructions for core HEAT modules. Core HEAT modules include Call Logging, First Level Support, Alert Monitor, BPAM, Auto Ticket Generator, Managers Tools, Answer Wizard, and Administrator. iHEAT Getting Started Guide: This guide provides installation, setup, and integration instructions for iHEAT. HEAT Self Service Getting Started Guide: This guide provides installation, setup, and integration instructions for HEAT Self Service. HEAT Asset Tracker Getting Started Guide: This guide provides installation, setup, and integration instructions for HEAT Asset Tracker. HEAT Plus Knowledge Getting Started Guide: This guide provides installation, setup, and integration instructions for HEAT Plus Knowledge. HEAT Plus Call Center Installation Guide: This guide provides installation and configuration instructions for HEAT Plus Call Center.
HEAT
Introduction
HEAT Plus Remote Support Suite Getting Started Guide: This guide provides installation, setup, and integration instructions for HEAT Plus Remote Support Suite. HEAT WebCenter Getting Started Guide: This guide provides installation and configuration instructions for HEAT WebCenter.
IMPORTANT: Manuals applicable to the subject application are available in PDF format on the installation CD-ROM or NetUpdate download, or to maintenance customers on our support Web site at support.frontrange.com.
Online Help
FrontRange Solutions provides an extensive online Help system for most modules. This convenient feature allows you to access step-by-step instructions, overviews, checklists, tips, notes, definitions, dialog box descriptions, and reference information without having to look past your computer screen. Two types of online Help are generally available. They are: Module Help: This Help describes how to use each module. Step-by-step instructions walk you through basic tasks while overviews, checklists, tutorials, and definitions explain general concepts and ideas. Dialog Box Help: This Help is context-sensitive and describes the purpose of a dialog box as well as the controls (text box, drop-down list, check box, and so on) found on the dialog box. To Access Module Help Choose commands from the Help menu located in the modules main menu bar. To Access Dialog Box Help Click the Help button located in the active dialog box or press F1.
Administrator Guide
6 Introduction
Contact Us
Our Support Site
Do you have a technical question about HEAT or GoldMine products? FrontRange Solutions Support is there to answer your questions and make sure you get the help you need. Visit:
support.frontrange.com
Select the appropriate section on the navigation bar for quick solutions to technical issues.
FrontRange Solutions Inc.

U.S. Contact Information
Corporate Headquarters:
FrontRange Solutions Inc. (a Delaware corporation) 1150 Kelly Johnson Blvd. Colorado Springs, CO 80920 TEL: 800.776.7889 and +1 719.531.5007
Worldwide Contact Information

Visit our Web site at www.frontrange.com to find contact information for FrontRange around the world: United States Asia Pacific Europe South Africa
HEAT
in this chapter...
Important Terms and Concepts About the Administrator Module About Quick Start Wizard About LoadDB Utility
CHAPTER ONE
Overview
As you get started with HEAT Administration, it is important you familiarize yourself with the basic components and functions of HEAT and its administrative tools. This chapter includes an introduction to the main terms used in HEAT as well as a brief introduction to the tools used in HEAT Administration.
1-2
Important Terms and Concepts

There are a few terms and concepts you should be familiar with before you get started: Database: A database is a collection of data that is organized so its contents can be easily accessed, managed, and updated. Table: A table is where records are stored within a database. Tables contain columns (fields) and rows (records). Tables in HEAT are categorized as System, Compound, or Validation. Field: A field is a specific parcel of information within a database table. Multiple field data (as a group) constructs a record. Form: A form is a graphical view for displaying, entering, and editing table information one record at a time. Forms are the windows and tabs you see in Call Logging. Control: A control is an object for displaying information on a form (for example, drop-down boxes, text boxes, and radio buttons are controls). Usually a control is associated with a field in your database (field control). Some controls, however, are used simply to enhance the aesthetics or usability of a form (for example, an image). Label: A label is the name appearing next to the control on a form. Form labels represent and identify the database fields located in the database. Record: A record is a functional collection of table information. In addition, the term record also refers to a more complex collection of related information that may be stored in several different tables. There are two important "records" of this sort in HEAT: the Call Record and the Customer Record.
HEAT
Important Terms and Concepts
1-3
Call Record: A Call Record is the collective information about a specific call such as caller, status, priority, and so on. A Call ID identifies the call and ties together all the components of a Call Record (details, assignments, journal associated entries, and so on). A Customer ID links the Call Record to the Customer Record. The information for a Call Record is stored in the Subset, CallLog, Detail, Asgnmnt, and Journal tables. Customer Record: A Customer Record is the collective information about a specific customer, such as name, address, phone number, history, and so on. A Customer ID identifies the customer, ties together all components of the Customer Record (profile information, call history, configuration data, and contact details), and links the Customer Record to the associated Call Records. The information for a Customer Record is stored in the Profile, Config, and Contacts tables. Customer Type: A Customer Type allows you to categorize the various kinds of customers supported by an organization. For example, a customer may be a person or a company.
Note: The Demo data included with your software contains several predefined Customer Types. You can use these Customer Types, modify them, or create your own.
Configuration Type: A Configuration Type allows you to categorize various types of equipmentor tasks related to equipmentspecific to a customer. For example, a Configuration Type could register a product, handle contract information, or track training information.
Note: The Demo data included with your software contains several predefined Configuration Types. You can use these Configuration Types, modify them, or create your own.
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1-4
Call Type: A Call Type helps classify various customer issues. For example, a customer may call with a billing issue, a manual request, or a sales inquiry.
Note: The Demo data included with your software contains several predefined Call Types. You can use these Call Types, modify them, or create your own.
Call ID Number: The Call ID number is a unique system-generated, sequential number identifying each Call Record that ties together all components of the Call Record. Call ID numbers are never reissued, even if a call is deleted or abandoned. The Call ID number appears in the Call Status banner. Customer ID: A Customer ID (often called Cust ID) is a number or alphanumeric combination that uniquely identifies a customer. The Customer ID is unique for a particular Customer Type and is used to tie together all components of the Customer Record. The Customer ID also links the Customer Record to the associated Call Records. Edit Set: An Edit Set is a working copy of your field and form definitions. You can access the definitions through the Edit Set interface in Administrator. Changes to your system are saved by committing the Edit Set. Table View/View Set: Table Views control the way different users see and interact with the same data. More precisely, they control which table information (that is, field and field attributes) appears on a form. A View Set is a collection of Table Views.
HEAT
About the Administrator Module
1-5

As mentioned, the Administrator module is a pivotal tool for managing your HEAT system. This module provides an interface (called an Edit Set) for accessing and modifying database tables, editors for creating tables and designing forms, import and export features for database maintenance, features for adding users and setting security, options for setting defaults, and integration dialog boxes for setting up connections to add-on HEAT modules and third-party applications. Most of your HEAT Administration is conducted in this module.
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1-6
Tip: You can also use the Administrator Startup window to access the main module components quickly.
Administrator Startup Window

The Administrator Startup window displays the module components, explains their purposes, and lets you access them quickly. You can create a new Edit Set, make quick changes to your system, maintain your database, set system security, set system defaults, and exit the Administrator module from this startup window. Alternately, you can hide this window and perform these tasks from the Administrator Module main window.
The Administrator Startup window:
HEAT
1-7
Administrator Main Window

The Administrator main window contains a menu bar for accessing various dialog boxes and commands where you perform the majority of Administrator tasks and operations. There is also a toolbar providing shortcuts to commonly used functions. The Status bar, at the bottom of the window, displays the current data source and the status of operations.
The Administrator Main window:
Administrator Guide
1-8
Administrator Menu Bar

File: Accesses commands for creating new and modifying existing Edit Sets. You can also exit Administrator from this menu. View: Toggles between displaying and hiding the toolbar, Status Bar, and Administrator Startup menu. Database: Accesses commands for making global database changes, importing and exporting database information, Validation Constraints, and Contact table associations. Security: Accesses commands for setting security for users, roles, and teams; controlling user accounts; licensing; setting database passwords; securing locked calls; configuring unified logins; and options for database passwords. Defaults: Accesses commands for setting defaults for your system. Integration is also set through the Default menu. Help: Accesses online Help, a link to the FrontRange Solutions Home Page, and a link to the NetUpdate Web site.
HEAT
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Administrator Toolbar
Use the toolbar at the top of the Administrator main window to access common commands. These options are also available from the Administrator menu bar. .
Startup Menu: Displays the Administrator
Startup menu
New Edit Set: Accesses the Edit Set window where you can customize and change your system structure. Open Edit Set: Accesses the Open dialog box where you can open an existing Edit Set. Save Edit Set: Saves an Edit Set.
Enter Quick Customize Mode: Accesses the Edit Set window in Quick Customize mode. Cut: Cuts information and places it on the
pasteboard.
Copy: Copies information to the pasteboard. Paste: Pastes information from the paste-
board.
IMPORTANT: The Administrator module also hosts the Edit Set interface which allows you to create and/or modify tables, fields, forms, and grids. When an Edit Set is open in the Administrator window, the Administrator menu bar changes to accommodate special Edit Set/ Quick Customize-specific commands. For more information on the Edit Set interface, see Chapter 2, "How HEAT Works."
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About Quick Start Wizard

Quick Start Wizard helps first-time HEAT administrators customize their HEAT database to meet their organizations specific needs.
The Quick Start Wizard:
The wizard is a step-by-step guide that prompts you to answer a series of questions about the kinds of customers you support, the terminology you use, and the kinds of calls you receive. It provides help with implementing Best Practices, capturing data such as Service Level Agreement (SLA) information, call source, and root cause of problem. It allows you to choose from a variety of Call Types and Detail forms. It also sets up HEAT users, so users are ready to log on and log calls. When the questionnaire is complete, Quick Start Wizard applies the information to a Starter database (called the HEAT database). From this point you can further customize your HEAT database using the Administrator module. CAUTION: Quick Start Wizard is provided as a startup configuration tool only. You can run the wizard as many times as you like, but be aware that existing data is replaced each time you run the wizard.
HEAT
About LoadDB Utility 1-11
About LoadDB Utility

The LoadDB Utility application is a HEAT tool that assists you when loading HEAT Archive Files (.haf) into a HEAT database. HEAT Archive Files are essentially copies of your database you can use as backups in the case of a corrupt database or an upgrade. HEAT Archive Files are created using the Export function in the Administrator module.
The LoadDB Utility:
Administrator Guide
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HEAT
in this chapter...
System Structure About Databases About Tables About Fields About Forms About Grids
CHAPTER TWO
How HEAT Works

Overview
HEAT is a suite of applications that share information using a common database. As a result, data can be shared between modules and users. This chapter introduces you to the fundamental concepts of the HEAT database and its interaction with the HEAT modules.
2-2
How HEAT Works
System Structure
HEAT is a suite of applications (an interface) that communicates with a database through a communication layerOpen Database Connectivity (ODBC)to store and retrieve information. This architecture allows information to be entered and shared in a multitude of ways and at remarkable speeds.
The Database
The HEAT database is the storage facility. It stores information that is specially organized for fast and efficient manipulation and retrieval. Your system stores this information in the form of tables and fields: Tables: A table is where records are stored within a database. Tables are made up of fields. Fields: A field is a specific parcel of information within a table.
HEAT
System Structure
2-3
Example: HEAT contains a table named CallLog. Fields within the table include CallID, CustID, CallType, Cause, Priority, CallStatus, and so on.
Tables and fields are discussed in detail later in this chapter.
Tip: As a HEAT administrator, it is your job to create tables and fields that are relevant to your company. You can then use these tables and fields to organize and relay information to HEAT users.
The Interface
The HEAT interface is the mechanism through which users view, enter, and interact with information stored in the database. The interface retrieves its information from the tables and fields in the database and then displays the information using forms and controls. Forms: Forms are graphical interfaces for displaying, entering, and editing table information one record at a time. Forms are the windows and tabs you see in Call Logging. Controls: Controls are the objects that appear on the forms. Controls display field information or simply enhance the aesthetics or usability of a form. Form labels (the names next to controls) identify the controls.
Administrator Guide
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How HEAT Works
Example: The Call Log tab (in Call Logging) is an example of a form (remember, forms are highly customizable, so your forms may look different); it displays information from the CallLog table. The controls you see inside the form display the field information housed in the CallLog table. Labels identify the fields.
Tip: As a HEAT administrator, it is your job to design forms that are easy and efficient to use.
Example: Certain tables in HEAT (Asgnmnt, for example) allow you to display table information in a grid. Grids are tabular displays for displaying table information for multiple records at a time.
Forms and controls are discussed in detail later in this chapter.
HEAT
System Structure
2-5
How the Database and the Interface Work Together

In simple terms, the database acts as a storage facility, or pool, from which the interface can select information or to which the interface can send information.
Example: An employee calls to report his printer is not working. The issue is logged in a Call Record: The Profile information (employee's name, phone extension, e-mail, and so on) is validated from information already in your database; hence, you are retrieving values from your database. The Call Description is unique and filled by you. When you save the Call Record, this information is sent to your database for storage (it is stored as a field value in the appropriate table); hence, you are sending values to your database.
Administrator Guide
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How HEAT Works
About Databases
As mentioned, a database is a collection of data organized so you can easily access, manage, and update its contents. A database comprises structure (tables, fields, forms, and grids) and data (values stored in the fields). All relational databases contain four basic components: Tables: A container for a collection of similar records. Tables contain columns (fields) and rows (records). Fields: A column of information within a table. Fields are specific parcels of information that hold a single piece of information. Multiple field data construct a record. Indexes: An internally managed set of pointers designating a single record or group of records. It helps with quick information retrieval. Forms: A graphical view for displaying, entering, and editing table information one record at a time. Forms are the "windows" and tabs displayed in Call Logging.
Note: Forms may or may not be part of the database itself. The form can be incorporated into a user interface application (such as HEAT) which communicates with a database to directly transfer field information to the appropriate table. Database Analogy:A filing cabinet is a good analogy for a database structure. The file room, or database, is where all the file cabinets are stored. The file cabinets, each of which hold a specifically organized information (for example, one cabinet may store employee information, another may house equipment information), are the tables. Within each file cabinet file folders, each of which contain very specific parcels of information (for example, employee resumes or equipment receipts), are the fields. Put all these elements together and you have the basic structure for a database.
HEAT
About Databases
2-7
The HEAT Database

For your convenience, HEAT is shipped with two databases: a Starter database (HEAT.mdb) and a Sample database (HEATDemo.mdb). The Starter database is the database you customize to use with your HEAT system. The Sample database is a demonstration database you can use to explore and evaluate HEAT features. Both databases contain structure (that is, tables, fields, forms, and grids) and Demo data.
Demo Data
Within the Starter and Sample databases is demo data (that is, demo Call Records, Customer Records, Call Types, and so on). This data is provided to help you understand how the different components work together in HEAT. Once you have assessed the needs of your own organization, you can customize this Demo data to meet your own needs, or delete the Demo data entirely.
IMPORTANT: We highly recommend experimenting with the demo data in the Sample database before customizing your Starter database. Doing so allows you to fine-tune your requirements before committing your decisions to the database. For more information on customizing your database, see Chapter 4, Customizing Your Database.
Administrator Guide
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How HEAT Works
About Tables
A table is where records are stored within a database. Tables contain columns (fields) and rows (records).
Tables in HEAT
HEAT is shipped with several predefined tables (both System and Sample), designed to assist you in storing and logging important information. System tables are required by HEAT and cannot be removed from your system; Sample tables are provided for your convenience and can be modified and/or deleted. You can also create your own tables.
For more information on customizing your database, see Chapter 4, Customizing Your Database.
Key Tables
Eight HEAT tables are fundamental to the system. These eight tables house the majority of information found in the Call Records and Customer Records in Call Logging.
HEAT
About Tables
2-9
The diagram below illustrates the purposes of the key tables and how they interact with each other:
Administrator Guide
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How HEAT Works
Table Categories
For organizational purposes, HEAT contains several different categories of tables:
System Tables Compound Tables Validation Tables External Tables HEAT Tables
System Tables
System tables, identified by the icon, are the main tables required by HEAT. They must exist in the database in order for HEAT to run properly. System tables cannot be removed from your system, but you can modify them by adding, editing, and deleting fields.
Notes: System tables contain numerous System fields. Like System tables, System fields cannot be removed. System table information is used primarily in the Call Records and Customer Records in Call Logging.
HEAT contains several System tables: Profile: The Profile table is the main table in a Customer Record. It contains information that is specific to the customer such as name, address, phone number, and so on. There is one Profile record per customer. Config: The Config table is part of the Customer Record. It contains information about equipment such as hardware, software, and peripheral devices. The Config table can hold several pieces of information per customer. For instance, a customer could have several hardware and software Configuration records. CallLog: The CallLog table stores the basic facts about a call including the tracker responsible for the call, the type and description of the call, and current call status. The CallLog table is the main table in the Call Record.
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About Tables 2-11
Subset: The Subset table stores information about the customer who is calling. Although each customer has a Profile record that keeps track of current customer information, there might be customer information specific to the current call. For example, the customer may not be calling from his own phone.
Note: Subset information is frequently filled from the Profile table and is the subset of information from the Profile table you want to record with the current call.
Detail: The Detail table stores specific, detailed information about a call. Depending on the type of call (as specified in the CallType field on the CallLog table), you may have different information you need to track. For example, the details about a software Call Type could include the name of the package and the registration number whereas a printer may require a model number and purchase date. Asgnmnt: The Asgnmnt table stores information about work assigned to a certain individual or group, particular to a call. Information that can be tracked on an Assignment record includes an acknowledgment by the individual that he or she has received the request and resolution information indicating that the Assignment was handled. There can be any number of Assignments associated with a single call. Journal: A Journal table stores notes about a call. Each note can be a separate journal entry or record. As with Assignments, there can be any number of Journal records.
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How HEAT Works
Compound Tables
A Compound table, identified by the icon, is a special System table that exists as one table in the database but can function as multiple tables in the HEAT interface. In other words, one physical table exists, but multiple subtables appear in an Edit Set and in Call Logging. Each table contains its own unique combination of fields (which are acquired from the one physical Compound table), displays its own form, and uses its own security. The subtables, called Table Types, control what table information (fields) appears in each subtable.
Table Types
Table Types are essentially subtables of a parent Compound table. Although they are not truly distinct tables in the database, they act in concert allowing one table to function as many. This allows each Table Type to have its own form, its own grid, its own security, and so on. How Table Types Work Table Types don't exist on their own; rather, they harvest their data from another table (a parent table) and then function based on their own unique field combination, forms, and security. In other words, one physical table exists in the database, but multiple subtables appear, each functioning on their own. Customer Types, Call Types, and Configuration Types are all examples of Table Types.
HEAT
About Tables 2-13
The illustration below shows how the Profile table (a Compound table) can be subcategorized by Customer Types. Notice that both subtables (People and Organization) use portions of the Profile table but display a different combination of fields. The forms and grids they display in Call Logging are also different.
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How HEAT Works
Note: Table Types are listed in the Types list in the Edit Set window. Although the Compound table is technically one table, each Table Type appears as a separate table. You can modify each Table Type as you would any table (for example, each Table Type can then have its own form).
HEAT contains four Compound tables: Profile: The Profile table stores information specific to a customer. It can be subcategorized by a Customer Type. Each Customer Type appears as a separate Profile subtable and is displayed as a separate Profile form, but the information all exists in the main Profile table.
Note: The databases included with your software contains several predefined Customer Types. You can use these Customer Types, modify them, or create your own.
Subset: The Subset table stores key information specific to a call about the customer.
Note: Since the Subset table normally gets its information from the Profile table, Customer Types defined for the Profile table also control the Subset table.
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About Tables 2-15
Config: The Config table stores information about equipment, such as hardware, software, and peripheral devices. It can be subcategorized by a Configuration Type.
Note: The databases included with your software contain several predefined Configuration Types. You can use these Configuration Types, modify them, or create your own.
Detail: The Detail table stores specific, detailed information about a call. It can be subcategorized according to a Call Type.
Note: The databases included with your software contain numerous predefined Call Types. You can use these Call Types, modify them, or create your own.
Validation Tables
Validation tables, identified by the icon, are used to supply a field(s) in another table with standardized data. In other words, Validation tables provide legal values with which fields can be filled. This is especially useful for controlling the way in which data is entered into a field.
Note: Many of the Validation tables in the HEAT database are also System tables. Example: You could create a Validation table called Departments and include the legal values of Accounting, Development, Documentation, and Engineering. You could then validate a field called Department from this table, thus allowing only the legal values to be entered into the field.
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How HEAT Works
Advantages of Validation Tables

There are numerous advantages to using Validation tables. For example: Consistency: Allows only legal values to be entered into a field. Efficiency: Makes it unnecessary to type a value into a field each time. Instead, users can choose a predetermined value from a drop-down list to fill in a field.
Note: HEAT also provides a feature called Helpful Validation. Helpful Validation is a more flexible form of validation that allows a user to either select an entry from a drop-down list or type an entry (if one is not available from the legal values).
External Tables
External tables, identified by the icon, are tables that exist outside the HEAT database. Use them for retrieving information. Information may be retrieved for two reasons: to validate HEAT fields or to serve as a Customer Type. HEAT External tables are intended to help reduce duplication of data across dissimilar database systems and allow access to company-wide information from within the HEAT Call Logging module.
Notes: External tables are very similar to HEAT tables with two notable exceptions: You cannot add or remove fields. Data cannot be changed from within HEAT.
The Call Logging module can read data directly from any supported data source. The external data is acquired using an external connection. External connections are real-time ODBC connections, so data is always current and never needs to be synchronized.
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About Tables 2-17
External Connections
External connections are HEAT representations of an ODBC data source. External connections are created using the Connection Manager. When defining the external connection, the HEAT administrator determines how users log on to the external data source and how the data source is used by the Call Logging module.
Contact Tables
When you support a company, you may not always receive calls from the same person. For example, if you sell accounting software, you may receive calls from the engineer who installs and maintains the software or from the accountants who use the software. HEAT allows you to have a general Profile for the company and more specific contact information for the individuals within the company. HEAT does not have a system-defined contact table. Instead, it allows you to set up your own user table and tell HEAT to use it as a contact table. Once a Customer Type is associated with the contact table, the contacts appear in the Customer window in Call Logging; special validation rules apply to the Subset to make it easy to select contacts.
HEAT Tables
HEAT tables are the backbone of the HEAT system and contain internal controls. They are used solely by the HEAT system to control operation of the application and maintain user information. The tables normally have a HEAT prefixed name for identification (for example, HEATDb, HEATGrp, and so on).
Note: HEAT tables have no direct user interface and cannot be modified in any way.
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How HEAT Works
Tip: Use Table Views to control security at a field level by allowing or restricting access to information based on a security role.
Table Views
Table Views control the way different users see and interact with the same table data. More precisely, they control which fields and field attributes appear on a form and a grid. Like a Table Type, a Table View is not a distinct database table; rather, it is a subtable of a parent table. Unlike a Table Type, however, a Table View does not possess its own combination of fields; Table Views merely display a different combination on forms and grids. Table Views are listed in the Edit Set window and are identified by the icon.
Tip: Some creative uses for Table Views include creating background color schemes for security roles, creating complete "read-only" versions for visitor/guest roles, and restricting Profile information such as passwords, employee information, and customer financial data.
How Table Views Work

Table Views work two ways: they control which fields appear in a form and how. For example: A phone number field may appear in a Human Resources view of a People Profile, but not in a Screener view. A name field may appear in both Table Views, but the text may be red in a Human Resources View and black in a Screener View.
View Sets
Table Views are associated with users through View Sets. A View Set is a collection of Table Views. Each View Set is assigned a name so it can be associated with one or more security groups (roles).
IMPORTANT: You should create a View Set first, then add Table Views to the collection.
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About Fields 2-19
About Fields
A field is a specific parcel of information within a database table. Fields display in rows in a table. Multiple field data (as a group) constructs a record. On forms, field information display using controls; form labels are used to identify the fields.
About Fields in HEAT

HEAT is shipped with numerous predefined fields (both System and Sample) designed to help you log pertinent information about a call. System fields, identified by an asterisk, are required by HEAT and cannot be modified or deleted; sample fields are available for your convenience, and you can modify and/or delete them. You can also create your own fields.
The information in the fields is then stored in your database where it can be used to track important issues, generate reports, validate other fields, and so on.
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How HEAT Works
About Forms
A form is a graphical interface for displaying, entering, and editing table information. Forms are the windows and tabs you see in Call Logging. The objects (drop-down boxes, text boxes, and so on) within the forms are called controls. Controls display field information or enhance the aesthetics or usability of the form. Labels identify the controls.
The illustration below is an example of a form in Call Logging (remember, forms are highly customizable; your forms may look different):
HEAT Forms
HEAT contains several predesigned forms available for your call logging use. Each form is linked to a table (or multiple tables) in the HEAT database and displays information from that table. You can customize all forms in HEAT to meet the specific needs of your organization. You can also create your own forms.
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About Forms 2-21
Below are just a few of the forms you'll find in HEAT: Profile Form: The Profile form displays Profile table information (that is, information specific to the customer such as name, address, phone number, and so on). Subset Form: The Subset form displays specific information that is autofilled from the Profile table. The Subset usually holds information you want to view at all times while working on a Call Record. Call Log Form: The Call Log form displays CallLog table information (that is, the basic facts about a call including Call Type, status, tracker, and so on). Assignment Form: The Assignment form displays Asgnmnt table information (that is, information about work assigned to a particular individual or group, particular to a call). Journal Form: The Journal form displays Journal table information (that is, notes about a call). Detail Form: The Detail form displays Detail table information (that is, detailed information about a call). Detail information is dependent upon the Call Type (as specified in the CallType field); each Call Type may possess its own Detail form.
Note: Many Call Types are extremely simple; therefore, they do not possess a Detail form.
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How HEAT Works
Tip: Use grids to add an extra level of security to your system. For example, hide a field in a form for a particular Table View, but display the field in the grid.
About Grids
A grid is a tabular display of the data in a table. All the data on a single form appears as a single row on the grid. You cannot add or edit the data within a grid; however, you can edit the data in its form view.
Grid view:
Form view:
Most grids in the HEAT system (for example, the Profile and Configuration grids in Call Logging and the Table grid in Administrator) can be resized and printed. You can also resize the column widths in order to control the display of information.
HEAT
in this chapter...
Developing a System Plan Design Considerations
CHAPTER THREE

Overview
Designing a HEAT system is not difficult, but it is complex. It is best to approach your design with a clearly-defined plan. The better you design and configure your system at the beginning, the fewer changes youll have to make once the system is implemented. This chapter introduces you to the main concepts system design.
IMPORTANT: We recommend experimenting with the demo data in your Sample database before designing and customizing your Starter database. The data is intended to help you understand how the different components (tables, forms, fields, and so on) work together in HEAT. Understanding these components helps you design your own system.
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Developing a System Plan

A system plan outlines your organization's requirements. Meeting your system needs allows your organization to function at peak efficiency. A comprehensive system plan involves familiarizing yourself with the following: The HEAT Suite of Modules: Familiarize yourself with HEATs numerous modulesespecially Call Logging. It is important you recognize the purpose and function of each module and the role each plays as a Support Center or Help Desk tool. HEAT System Structure: It is very important you understand how databases, tables, fields, forms, grids, Table Views, and Edit Sets function.
Read the topics included in Chapter 2, How HEAT Works.
Your Organization's Needs: Draw flowcharts, create checklists, and gather information from your coworkers. It is essential that you recognize the needs of your employees and customers. Answer Some Basic System Design Questions: Answer the System Configuration Questions to help you organize and plan functions for your organization. Why expend this energy up front? Because HEAT gives you enormous control over the appearance and function of your system; the quality of your system depends on the thought you put into the configuration.
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System Design Questions

Your systems tables and forms work together in many ways. To understand how your systems interrelationships affect your design, consider the following questions: 1. How do you want to identify the callers/ customers? This question helps you determine Customer Types. Customer Type should be defined when you want to identify a group for storing unique or specially-organized information.
Example: One Customer Type could be Employee; this type could store information about internal workers who call. Another Customer Type could be Company; this type could store information about businesses who call.
2. What Information do you need to maintain on each type of caller/customer? This question helps you design Profile tables for each Customer Type. Each Customer Type has its own Profile table which consists of background records for single callers.
Example: Here is some information that could be included on a Profile form: Customer ID: This is the only field required on a Profile form; it is automatically placed by HEAT. Who is the Customer? Include first and last names and any other pertinent information that helps identify the caller. Where is the Customer? Include phone and fax numbers, addresses, e-mail addresses, and so on. Personal Notes: Include a space for general notes, such as Hates computers but is willing to learn.
Tip: You can define as many Customer Types as you need; however, many of the best-configured systems use only one or two Customer Types. Having fewer Customer Types greatly speeds and simplifies the process of logging calls.
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3. What Profile information do you want automatically displayed in Call Logging? This information helps you design the Subset. From each Profile you can select fields to display at the top of the main Call Logging window (this is called the Subset). Choose information important enough to be displayed in all Call Records at all times.
Example: Name, job title, phone number, and e-mail address are all important facts you may want to include on each Call Record.
4. What hardware/software information do you need for each caller/customer? This question helps you design your Config tables. Each Customer Type can have a different Configuration form. This allows you to store different information on separate pieces of hardware/ software.
Example: You can use generic field names such as name of item, model number, date purchased, and so on, to easily separate hardware and software units into separate Configuration Records. IMPORTANT: The Customer ID is the only field required on all Configuration forms; it is automatically placed by HEAT. This field is validated by the Profile table to ensure that all of a customers Configuration records are linked to the correct profile.
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5. How do you want to categorize the calls your organization handles? This question helps you determine Call Types. Call Types serve two important purposes: First, they make it possible to isolate groups of Call Records by using lookups and reports. Second, they serve as a way to select different Call Detail forms which enables you to collect different information on different types of problems.
Example: One Call Type could be billing issue; this type could store information about billing. Another Call Type could be sales inquiry; this type could store information about a possible sale. IMPORTANT: Try to keep your Call Types as general as you can (for example, registration, manual request, wrong number, and so on).
6. What special information is needed for each of your Call Types? This question helps you determine which Call Types should be linked to Call Detail forms and the layout and content of those forms. A Call Detail form provides a way to record information specific to a particular kind of problem. When you select a Call Type, its associated Call Detail form (if you create one) is added to the main Call Logging window.
IMPORTANT: The most powerful feature of the Call Detail form is its connection to the Configuration record. You can link fields between the Call Detail form and the Configuration table to minimize keystrokes as your organization handles calls. To take advantage of this feature, create fields in the Call Detail form that are twins of the fields in the Configuration record. The field names can be different, but they must share the same length, format, data type, and validation table (if any). For this reason, design your Call Detail forms with your Configuration tables in mind.
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7. To whom do you assign calls? This helps you determine the layout of the Assignment form. The basic questions you need to answer are: Will you use the Acknowledge and Resolve features or not? What special information do you want to store as your organization assigns calls? What information do you want to pass on to assignees? 8. What information do you need about potential assignees? This helps determine what extra fields, if any, should be added to the AssignmentContact table. Information from the AssignmentContact form is pulled into the general Assignment table where your workers are able to locate appropriate assignees for different types of calls.
Example: Here is some information that could be included on an Assignment-Contact form: Pager number Home phone number Fax number Managers name
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Design Considerations
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Before you configure your system, you should consider the design of your forms. As a system administrator, it is your job to design the forms to be as helpful and efficient as possible. On the following pages are some considerations and suggestions for a few of the forms in your system: Call Log form Profile form Subset form Configuration form Detail form Assignment form Journal form
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Call Log Form Design

The Call Log form displays CallLog table information (that is, the basic facts about a call including the tracker responsible for the call, the type and description of the call, and the current call status). Many of the fields in the CallLog table are required system fields and therefore cannot be modified or deleted. You can, however, customize the CallLog table by adding your own fields or changing the look of the form.
A Call Log form may look like the following:
Some of the text boxes in the Call Log form fill automatically when you open a Call Record. These fields include: Call ID Number: The Call ID Number is a unique, system-generated number that HEAT assigns when a new Call Record is created. This number appears in the Call Status Banner just below the toolbar. Tracker: The Tracker is the individual responsible for tracking the call (the person who owns the issue). HEAT assumes the person logged in is the Tracker.
Note: On the form shown above, the Tracker field is displayed as the Owner.
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Status: When you create a new Call Record, information automatically fills into the Status field, located on the Call Log form, with the value of Open. Received by: HEAT enters the User ID of the individual who opened this call along with the date and time the Call Record was opened. Some text boxes in the Call Log form fill automatically when you save a Call Record. For example: Last Modified: HEAT records the User ID of the person who last saved changes to the Call Record as well as the date and time of the changes. Some text boxes in the Call Log form fill automatically when you close a Call Record. For example: Closed by: HEAT records the User ID of the person who closes the Call Record as well as the date and time the call is closed.
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Profile Form Design

The Profile form displays Profile table information (that is, information that is specific to the customer such as name, address, phone number, and so on). The background information contained in the form is used as a standing reference about each customer. You can customize the Profile table to include a variety of information about the customer such as: Customer Name Customer Phone Number Customer Address A system administrator can create different Customer Types, each having its own specifically defined Profile form.
A Profile form may look like the following:
Note: Profile records are uniquely identified by a combination of their CUSTID and CustType values. Because the Profile table is a Compound table, it is possible to have multiple entries for a specific CUSTID, all assigned to different Customer Types. IMPORTANT: The Profile is used as a Validation table for the Subset.
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Design Considerations 3-11
Subset Form Design

The Subset form displays specific information that automatically fills from the Profile table. The Subset should contain the customer information you want to view at all times while working on a Call Record. You can customize the Subset table to include a variety of information about the customer such as: Customer ID Phone Number E-mail Address
Note: The Profile and Subset tables comprise a Customer Type. If more than one type of customer contacts your organization, you can create Customer Types and design Customer Record forms that are specific for each caller type. A Subset form may look like the following:
Tip: The Subset should contain only the information needed to work with your customer on the phone. The customers full profile can be accessed easily from the Call Logging window by clicking the Profile button.
Note: The Subset is linked to the Profile by its CUSTID and CustType fields.
Tip: You can make the Subset appear different for each of your Customer Types. If you make each Subset look different, you can quickly identify the type of customer calling.
Configuration Form Design

The Configuration form displays Configuration table information (that is, information about equipment such as hardware, software, and peripheral devices). You can customize the Configuration table to include a variety of information about a customers environment such as: Name of Product Registration/Model Number Training Course Information The Config table can have multiple records for each customer Profile. This feature allows many Configuration Types (created by the system administrator) to be linked with any Profile record.
Tip: Keep in mind that the Configuration table is one table. Fields that are common between Configuration types should be shared.
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For example, an Equipment Configuration form may look like the following:
Administrator Guide
Detail Form Design

The Detail form displays Detail table information (that is, detailed information about a call). Detailed information is dependent upon the Call Type (as specified in the CallType field). For example, the details about a software call could include the name of the package and the registration number, whereas a printer call could include a model number and resolution. You can customize the Detail table to include a variety of information such as: Name of Product Registration/Model Number Resolution A Detail form is not required to exist for every Call Record. Some Call Types simply may not require further information be gathered. The system administrator decides which Call Types require a form.
Tip: To link a Detail Type (a Detail subtable) to a Call Type, they must have the same name. For this reason, it is a good idea to decide on the names of your Call Types before naming the Detail Table Type. It is easy to rename a Call Type, but you cannot rename a Detail table Type.
Tip: You can design a separate Detail form for each Call Type; however, you do not need a Detail form for every Call Type. Keep in mind that the Detail table is one table. Fields that are common between Table Types should be shared.
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A Detail form may look like the following:
HEAT
Assignment Form Design

The Assignment form displays Asgnmnt table information (that is, information about work assigned to a particular individual or group, particular to a call). You can enter several Assignments on a single Call Record and can customize the Asgnmnt table to include a variety of information about the Assignment such as: Acknowledgments Resolutions Billing Hours
An Assignment form may look like the following:
Tip: Billing Hours can be used to calculate total billing hours in a Crystal Report.
Assignment information can also be displayed in a grid view.

An Assignment grid may look like the following:
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Journal Form Design

The Journal form displays Journal table information (that is, notes about a call). Each note can be a separate Journal entry or record. As with Assignments, there can be any number of journal records. You can customize the Journal table by adding fields or by modifying the look of the form.
A Journal form may look like the following:
Journal information can also be displayed in a grid view.

A Journal grid may look like the following:
HEAT
in this chapter...
About Customizing Your Database Customizing with Quick Start Wizard Customizing with Edit Sets
CHAPTER FOUR

Overview
The Sample database provided by HEAT is your starting point. Once you have assessed your own database requirements, you can customize the Sample database to meet the specific needs of your organization. This chapter introduces the tools and procedures you use to customize your database.
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About Customizing Your Database

You can customize your database using the following three methods: Quick Start Wizard: HEATs startup configuration tool that prompts you to answer a series of questions about your organizations needs. Quick Start Wizard then applies the information to the Demo database tailoring the tables and forms to match your criteria. CAUTION: Remember, Quick Start Wizard is intended as a startup configuration tool. If you rerun Quick Start Wizard, all existing information in your HEAT database (Call Records, Configuration Types, and so on) is deleted. Edit Sets: An Edit Set is the main mechanism for customizing your database. Through an Edit Set you can create and modify tables (including Table Types), fields, Views and grids and create and design forms. This flexibility allows you to completely customize your database to suit your needs at any time.
Note: System tables and fields cannot be removed; however, in some cases they can be modified.
Table Maintenance: Table Maintenance is a feature that allows you to add values (not tables or fields) to your database tables directly from the Call Logging module (if rights are granted). For example, you could add a new priority to the Priority table.
For more information on Table Maintenance, see the Call Logging module in Online Help.
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Customizing with Quick Start Wizard
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Customizing with Quick Start Wizard

Quick Start Wizard is designed to assist you in the initial customization of your database. As you go through the wizard, your responses to the various questions are compiled and used to configure your database. You are asked questions about your business, customers, terminology, and your common call issues. Quick Start Wizard offers a variety of Call Types, Detail forms, and Configurations for your use.
Note: We recommend viewing the Demo data and database configuration before running Quick Start Wizard. In addition, we recommend running Quick Start Wizard with the Demo data intact so you can test your new database configuration before putting HEAT into use.
Moving Through Quick Start Wizard

Quick Start Wizard comprises several sections, each designed to help you define a starting database that works for your particular organization. You can proceed through each section one consecutive page at a time or skip between sections by using the buttons at the top of the window. More Info buttons throughout the wizard provide additional information about the choices you are asked to make and sometimes even provide Call Logging screen captures to illustrate the point.
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Quick Start Wizard sections include the following: The Welcome Section: This section of Quick Start Wizard introduces its functionality. The Begin Section: This section guides you as you set your preferences. This is where you personalize the database with your company name, your logo colors, and your users. This is also the section where you are asked to decide whether or not you want to retain the Demo data in your database. CAUTION: Be sure you work with the Sample database for a while after configuring it through the Quick Start Wizard. Once you select No in response to the question, Do you want your database to include our sample data? the Demo Call Records and customers are dropped from the database. An empty database is ready for you to begin logging live calls. Running Quick Start Wizard again deletes all calls. The Customer Section: This section allows you to choose your Customer Types. Call Type Section: This section offers you the opportunity to decide whether or not to include the predefined Call Types. For each Call Type in the Sample database, you are asked whether or not you want it included in your live database. Most of the Call Types have Detail forms associated with them. Some even have Quick Calls, automated Call Records, or Call Templates designed under AutoTasks.
Note: If you choose not to include a specific Call Type, you can always add it through Table Maintenance at a later date.
Fields Section: This section helps you decide the priorities you want available for issue tracking, call sources (phone, walk-in, and so forth), and who should be a tracker (responsible party for resolution). In addition, you are asked if you want to utilize either of the two user-defined fields on the Call Record and/or the Assignment form. The Call Record offers a user-defined date as well.
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Customizing with Edit Sets
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Theme Section: This section provides a selection of color themes. You can have your Call Records, Customer Records, and Validation forms all the same color theme, or you can vary them to help distinguish the type of form. Apply Section: This section processes all the selections youve made and then makes the appropriate changes in your HEAT database. When a dialog box stating Edit Set Committed Without Error appears, click OK and you are ready take a look at your database changes in Call Logging.

The most common way to customize and change the structure of your database is through an Edit Set. As mentioned, an Edit Set is a working copy of your table, field, and form definitions. In other words, it is a snapshot on which a system administrator can work without affecting a live system. Using an Edit Set, you can customize: Tables (including Table Types, Table Views, and connections to External tables) Fields Forms Grids
Note: Edit Sets utilize their own interface. This interface provides a user-friendly format and several wizards/ editors to help you create and modify your system to meet the specific needs of your organization.
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The Edit Set Interface

After an Edit Set is created, the Edit Set window appears displaying all the database tables available for modification in your system. The tables include System, Compound, Validation, and (if configured) External tables.
IMPORTANT: Core System tables (called HEAT tables) are not listed and have no direct user interface for changes. They are essential to the operation of the program and may not be modified in any way. The Core tables normally have a HEAT prefixed name for identification (for example, HEATDb, HEATGrp, and so on).
The icon to the left of the table name identifies the table (for example, System, Compound, Validation, or External). Compound tables display their available subtables (Table Types) in the Types list. Table Views are also displayed in the Types list and are identified by the Table View Icon .
Note: Remember, Table Types and Table Views are not truly distinct database tables, but they do act and appear as individual tables in the interface.
HEAT
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Edit Set Window Items

Tables List Box: Lists the tables in your HEAT system. The icon next to the table identifies the table as System, Compound, Validation, and (if configured) External. Types List Box: Lists the different Table Types associated with the selected Compound table. Table Types are essentially subtables of the parent Compound table. Table Views are also listed in this area box and are represented by the Table View icon. Open Form Button: Opens the Form Editor where you can edit the selected table in form mode. Use this to modify a forms appearance. Open Table Button: Opens the Table Editor where you can edit the fields contained within the selected table. Use this to modify field definitions. You can also access grids and forms from the Table Editor. Open Grid Button: Accesses the Grid dialog box where you can edit the grid associated with the selected table. Use this to modify the information seen in a grid. New Button: Accesses the New Table Type dialog box where you can create a new table, Table Type, Table View, or connection to an External table. This function is not available in Quick Customize. Delete Button: Deletes the selected table, Table Type, Table View, or connection to an External table. This function is not available in Quick Customize. Create View Button: Accesses the Create View dialog box where you can create a new Table View for the selected table.
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Quick Customize
If you need to make only minor changes to your system, you can use Quick Customize. Quick Customize creates a snapshot of your system, just like an Edit Set, but you cannot save it.
IMPORTANT: In Quick Customize mode you cannot change the underlying structure of your database.
The advantages of Quick Customize are speed and the fact that users do not have to log out of HEAT before you can apply the changes.
Note: Users do not see changes immediately but see them when they next log on to HEAT.
Things You Cannot Do in Quick Customize Create tables (including Table Types, Table Views, and connections to External tables) Create fields Edit the name, type, or size of existing fields Things You Can Do in Quick Customize Edit forms Edit grids Change most field attributes (such as Default Values, Validation, and Required Flags)
Committing Edit Sets

When you make changes to your database using an Edit Set, they do not go into effect until the Edit Set is committed. Committing your Edit Set applies your changes to the live HEAT database. After you commit an Edit Set, the original Edit Set is no longer valid. For this reason, you cannot commit previously created Edit Sets. You must create a new Edit Set to make new changes.
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Commit an Edit Set by selecting File>>Commit from the Administrator menu bar. The Edit Set must be open in order to commit it.
Note: You can also save Edit Sets as files on your computer and work on them over a long period of time. Once you are satisfied with your changes, you can commit the Edit Set. IMPORTANT: Because an Edit Set can actually change the underlying structure of your database, all users must be logged out while the commit process takes place. Depending on the complexity of the changes and the amount of data contained in your system, committing an Edit Set might take a while.
Pre-Committing Your Edit Set

HEAT allows you to check your Edit Set for errors before committing it to your live system. This process is called a Pre-Commit Edit Set Verify. Although not foolproof, this process is capable of catching errors such as a control not being connected to a field or a mistake in validation.
Note: This process also alerts you when it detects a table without a primary indexed field; although the HEAT Demo database does not require a primary indexed field, many databases (such as MS-SQL) do have this requirement.
When Pre-Commit Edit Set Verify detects an error, it alerts you with an error message detailing the possible problem. This allows you to correct the issue, if possible, and reverify before proceeding. If no errors are detected, the verification process indicates it is all right to proceed with the commit process. In this testing mode, no changes are made to the database.
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Pre-commit an Edit Set by selecting File>>Pre-Commit Edit Set Verify from the Administrator menu bar. The Edit Set must be open in order to pre-commit it.
IMPORTANT: We highly recommend that you run a Pre-Commit Edit Set Verify before committing any Edit Set.
Customizing Tables
As previously explained, a table is where records are stored within a database. Tables are used to store and relay important information. In Administrator, you can create your own tables, Table Types, Table Views and connections to External tables. You can also modify and delete existing tables (excluding System tables).
For more information on tables, Table Types, connections to External tables, and Table Views, see Chapter 2, How HEAT Works.
Creating Tables
You create tables using the Edit Set interface. By default, tables are created as Validation tables, but you can also choose to create Table Types for Compound tables by selecting a Compound table in the Table drop-down list. Create tables using the New Table Type dialog box. Access this dialog box by clicking New in the Edit Set window.
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Creating Table Types

A Table Type is essentially a subtable of a parent Compound table. It can possess its own form with a unique combination of fields. HEAT streamlines the process of creating Customer, Configuration, and Call Types for Compound tables. Create tables using the New Table Type dialog box. Access this dialog box by clicking New in the Edit Set window. Then, to create a: Customer Type: Select the Profile table in the list. Configuration Type: Select the Config table in the list. Call Type: Select the Detail table in the list.
Creating Connections to External Tables

An External table is a table that exists outside HEAT that you can use to validate fields. External tables, when used by HEAT, are read-only tables which means data can only be read, not changed.
IMPORTANT: Only database tables within HEAT certified databases can be used by HEAT.
External tables are very similar to HEAT tables with two notable exceptions: Fields cannot be added or removed. Data cannot be changed from within HEAT. You can create connections to External tables using the Connection Manager.
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Connection Manager
The Connection Manager allows adding and editing of external connections in support of external tables.
Note: When adding an external connection, the Connection Manager reads a predefined ODBC data source entry. To create a new data source entry, consult your database vendor documentation.
When connecting to an external table, you must specify a connection option. You can choose from the following: Maintain for Session: Connects you to the external database at the same time you log on to HEAT. It maintains the connection for as long as you are logged on to HEAT. Drop Between Uses: Connects you to the external database only when you are accessing an external table.
Creating Table Views and View Sets

You can create View Sets and Table Views to control field-level security. Table Views control which fields are displayed on a form and which attributes apply to those fields. View Sets are assigned to roles and control which collection of forms a user can access.
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Table Views are created in the Edit Set interface. View Sets are created by selecting File>>View Administration from the Administrator menu bar (with an Edit Set open).
IMPORTANT: Always start by creating the View Set; you can then add Views to the collection as they are created.
Deleting Tables, Table Types, Table Views, and Connections to External Tables
You can delete tables, Table Types, Table Views, and External connections to tables from your database when they are no longer needed. Delete these by selecting them in the Edit Set window and then clicking Delete.
Note: System tables cannot be deleted.
Customizing Fields
A field is a specific parcel of information within a table. Each field has a definition that stores all pertinent information about that field. In Administrator, you can create fields and set field attributes to store and display a variety of information. Fields are created, edited, and deleted using the Table Editor.
Note: You can add fields to any table except External tables.
Table Editor
The Table Editor is an intuitive interface listing all the fields in the selected table. An asterisk next to the field name identifies it as a system field. The columns to the right of the fields name display all the fields defined attributes. The Table Editor toolbar allows you to quickly access commands for field-related functions such as commands for adding and removing fields.
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Access the Table Editor by clicking Open Table in the Edit Set window.
Using the Table Editor you can: Create fields (using either the Fields Definition dialog box or the New Field Wizard) Edit fields Delete fields Add fields to forms Add fields to grids Enable Business Rules (for BPAM)
Note: When the Table Editor is open, the Administrator menu bar changes to accommodate table-specific commands. You can either access table commands from this menu bar or from the Table Editor toolbar.
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Table Editor Toolbar

Use the toolbar at the top of the Table Editor to access common commands. Most of these options are also available in the Table Editor menu bar.
New Field Wizard: Accesses the New Field wizard which walks you through the various steps for adding a field. Add Field: Accesses the Field Definition
dialog box where you can define field attributes.
Edit Field: Accesses the Field Definition dialog
box for the currently selected field. Use this feature to edit current field attributes.
Delete Field: Removes the currently selected field from the table. You are asked to confirm your choice before the field is actually removed. Add Field to Form: Adds the currently selected field to the form associated with the table, along with a label. Note: HEAT positions the field and label on the form. You can reposition it to meet your specific criteria. Add Field to Grid: Adds the currently selected field to the end of the grid associated with the table. Form Wizard: Accesses the Form Wizard
which walks you through the various steps for defining a form.
Note: The Form Wizard removes any existing form and creates a new form containing labels and controls for all of the fields in the table. Business Rules Enabled: Enables Business
Rules for use in the Business Process Automation module.
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Field Attributes
Field attributes define and control the way your system captures and tracks data in fields. Using the Administrator module, you can set up field definitions to control how your fields look and act. The attributes you can define include: Field Types Field Formats Flags Validation Autofill parameters Defaults Synchronization
IMPORTANT: If the same field is used in multiple Table Types, it must be of the same type and size because of the physical structure of the database; however, many of the rules, such as flags and validation, can be different from Table Type to Table Type.
Note: Each of these areas/features is discussed in detail on the following pages.

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Field Name
The Field Name is the name by which the field is identified. Field names must start with a letter and then should be alphanumeric (a combination of letters and numbers). Field names cannot contain spaces or punctuation. Also, a number of names are reserved by various database engines and cannot be used as field names. If you choose one of these names, HEAT informs you of the conflict. The length of field names is limited to 30 characters or fewer, depending upon the database in use.
Note: Normally when creating a new field, a unique name is given; however, Compound tables have the option of using a field from another version of the same table (that is, the Profile table can share an address field between Customer Types Organization and People). This is more efficient if the field is shared.
Description
The Description briefly describes the field. This information becomes the help text for the field, which displays in the Status Bar in Call Logging.
Field Type
The Field Type refers to the physical category of the field. HEAT supports a number of different Field Types: Check: A Check field (short for check box) is a yes-no (or true-false) field. When a Check field is used on a form, it shows up as a check box which can either be selected (yes or true) or cleared (no or false). Date: A Date field stores a specific date. When a Date field is used in a form, it lets the user type a date using the format specified for date entries (formats are determined in each clients Windows setup). In Call Logging you can display a calendar to select a date for the field or fill in the current date with a single keystroke.
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Decimal: A Decimal field stores a number that can have a decimal component (example: 3.14). You can control the number of decimal places allowed using formats. Memo: A Memo field lets you store a large amount of text (up to 10K or over 10,000 characters). The data entered into a memo field can have multiple lines. If a memo field on a form has more data than can be displayed on-screen, a scroll bar allows you to move through the text. Number: A Number field stores whole numbers (example: 5). Text: A Text field is the most common field in HEAT. A Text field can store letters, numbers, and punctuation. Time: A Time field stores a particular time. When a Time field is used on a form, it allows a time to be entered using the format specified for time entries (formats are determined in each clients Windows setup). In Call Logging you can also fill the current time with a single keystroke.
Size
The Size field controls the number of characters permitted in a text field. You can set character maximums (up to 100 characters in a single field). Limiting the size of a field increases storage efficiency and controls the input of data stored by preventing users from entering large values.
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Field Format
Field Formats control the way you enter information into a field. The number and types of formats available are dependent upon the Field Type (that is, Number, Date, Text, and so on). Some Field Types allow only one default format; other Field Types let you select a format (from those provided by HEAT) or create your own format. You can select or create formats for the following Field Types: Decimal: Decimal formats let you control the way decimals are entered into a field. You can control the field length, the number of decimal places, the decimal sign, and the separator.
Note: HEAT offers several decimal formats including Currency, Money, Hours, Decimal places, and so on. If you cannot find a decimal format to fit your needs, you can create your own format using the Decimal Format dialog box.
Number: Number formats let you control the way numbers are entered into a field. Although you can always type a value into a Number field, it is sometimes useful to have an easy way to increment or decrement the value quickly. A spinner is an updown arrow control that lets you increase or decrease the value in the field by a specified increment.
Note: HEAT offers a couple of number formats that increment the value in the field. If you cannot find a number format to fit your needs, you can create your own format using the Number Format dialog box.
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Text: Text formats let you control the way text is entered into a field. For example, you can limit the number of characters, insert special characters, convert all values to uppercase, allow letters only, and so on.
Note: HEAT comes with several predefined text formats, including AlphaNumeric, AlphaOnly, UpperCase, Social Security, Phone Number, and so on. If you cannot find a format to fit your needs, you can create your own format using the Text Format dialog box. IMPORTANT: The mask controls the format entry and defines the legal values for the field. For example, a mask which reads (999) 999-9999 requires that only numbers between 0 and 9 be entered in the field and inserts the parenthesis automatically. SPECIAL NOTE on Customer ID Formats: The CustID is a System field that uniquely identifies each customer. Because this is a System field, most of its attributes cannot be changed including its format. However, HEAT generates a new format whenever a new Customer Type is created, thus allowing you to set the format for a Customer ID. The format name is based on the name of the Customer Type. For example, the People Customer Type is formatted by People CustID format. By default, this format does not have a mask (the CustID field is a text field). However, you can edit the format to provide any mask you like.
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Flags
Flags are tags denoting the properties of a field. Flags apply the following settings to a field: System: Denotes a System field. A System field is required by HEAT for operation and cannot be changed. Required: Applies a required field setting to the field. A record cannot be saved until all required fields are filled. Read Only: Applies a read-only setting to the field. Read-only fields cannot be edited through forms. They can, however, be filled in using autofills or Default Values. Indexed: Applies an indexed setting to the field. An index setting creates an Index within the database for that field. You can search Indexed fields substantially faster.
IMPORTANT: Indexing takes up space in the database and slows down the adding and editing of records. You should only put indexes on fields you use for searching frequently.
Primary Key: Applies a primary key setting to the field. A primary key is a special kind of index acting as the main or primary way of identifying the record in the database. In the CallLog table, the CallID field is used as the primary key. This prevents you from creating two calls with the same Call ID.
IMPORTANT: All values for a primary key field must be unique (that is, they do not allow duplicate information). HEAT allows you to mark more than one field as a primary key; however, only one field can actually be the primary key; all others become Unique Indexes. If you select the Primary Key check box, the Indexed check box becomes unavailable, as a Primary Key is actually an index. Unique Indexes do not allow duplicate information.
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Special Flags Additional flags exist that are only available for specific tables: Close Required: This flag is available for fields on the CallLog, Subset, and Detail tables and applies a close required setting to the field. A record cannot be closed until a close-required field is filled. Acknowledge Required: This flag is available for fields on the Assignment table and applies an acknowledge required setting to the field. There are special functions in Call Logging for finding calls with as yet unacknowledged Assignments. To enforce this behavior, you must also check the Enforce Acknowledge Required check box on the Assignment Options dialog box (accessed by selecting Defaults>>System>>Assignment Defaults from the Admin toolbar). Resolve Required: This flag is available for fields in the Assignment table and applies a resolve required setting to the field. An Assignment is not resolved until all required fields are filled. To enforce this behavior, you must also check the Enforce Resolve Required check box on the Assignment Options dialog box (accessed by selecting Defaults>>System>>Assignment Defaults from the Admin toolbar).
Validation Feature
The Validation feature allows the user to select information from a drop-down or pop-up list. The list has all the appropriate, or legal, entries the user can select to correctly fill a field. This is especially useful for limiting or controlling the information entered in a field.
Example: You can use validation to limit the legal entries in a Reason for Return field to size, style, color, or quality.
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The validation feature offers a couple of display options: Drop-Down Lists: For small validation tables, you can display all legal values in a drop-down list. The values are displayed in Call Logging when the down arrow next to the field is clicked. This option is limited to 60 values.
Note: Drop-down lists can be used for system fields.
Helpful Validation: This option allows the user to type a value in a field if an appropriate value is not available.
Example: If a customer calls to return an item because of a pricing conflict, and the only legal values available are size, style, color, or quality, you can type price into the field rather than choose an inappropriate value.
Autofill Feature
The autofill feature lets you specify which fields should be filled automatically when another field is validated. Any number of fields can autofill when a validation takes place.
Example: When the CustID field is filled on the Subset, the Phone field can autofill with information from the Profile.
Defaults Feature
The Defaults feature allows you to set a default value for a field. This is especially useful for fields that often have the same value such as State or Return Address.
Example: If you are located in Colorado, you can set up CO to be the default in the state field rather than type it every time.
Setting a default value for an existing field has no effect on records already in the database.
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Special Default Values Certain Field Types allow special default functions. For example: Check Fields allow True/False defaults. Date Fields allow an @Current Date default. This default fills in the date when the record was created. Time Fields allow an @Current Time default. This default fills in the time when the record was created. Text Fields allow an @Tracker default. This default fills in the ID of the tracker who created the Call Record.
Field Synchronization Feature

The Field Synchronization feature lets you synchronize shared fields. A shared field is a field used by more than one Table Type (that is, Customer Type, Call Type, or Configuration Type) or on multiple Table Views. Synchronizing the fields copies all the details of the field to the places where the field is used.
Example: The Address field in a Profile table is an example of a shared field. This field is used in both the People and Organization forms. IMPORTANT: The fields name, type, size, and index are all automatically synchronized. This is because the physical storage of the data is the same. If you change any of these attributes of a shared field, you receive a message at the bottom of the Field Definition dialog box warning you that all versions of the field will be changed to match.
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Creating Fields
In Administrator, you can create and modify field definitions two ways: Using the New Field Wizard: The New Field Wizard walks you through the steps to define attributes and explains in-depth the purpose of each attribute. The New Field Wizard also allows you to add the fields directly to forms and grids. The New Field Wizard is recommended for most users. Using the Field Definition dialog box: The Field Definition dialog box allows you to define all the attributes on one dialog box. Unlike the New Field Wizard, however, this dialog box does not prompt you to add the field to the form or grid; you must do this manually. The Field Definition dialog box is recommended for more advanced users.
Editing Fields
When a field's information changes, you can edit its definition using the Table Editor.
Note: System fields appear with an asterisk and cannot be edited.
CAUTION: Answer Wizard reports are built using fields in the Demo database. If you modify or remove these fields, your Answer Wizard reports may not function properly.
Deleting Fields
When a field is no longer needed, you can delete it. Delete fields using the Table Editor.
Note: System fields appear with an asterisk and cannot be deleted.
CAUTION: Answer Wizard reports are built using fields in the Demo database. If you modify or remove these fields, your Answer Wizard reports may not function properly.
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Adding Fields to Forms and Grids

Once a field is created, you can add it to a form or grid. You can view Subset information in the Call Record grid. These Subset fields are available in both the Call History display and the Call Record browse window.
Enabling Business Rules

Business Rules are Call Record conditions that are monitored by the Business Rule Monitor to escalate calls. Before the Business Rule Monitor can monitor these conditions, you must enable the Business Rules from Administrator.
For more information on Business Rules and Business Process Automation, see Business Process Automation Module (BPAM) online Help or documentation.
Customizing Forms
A form is a graphical view for displaying, entering, and editing table information one record at a time. More specifically, they are the windows and tabs users see in Call Logging. In Administrator, you can create forms using the Form Wizard. You can then format and modify forms using the Form Editor.
IMPORTANT: Certain system fields do not appear on the form if they are handled specially by HEAT. For example, the CustType field on the Call Logging table does not appear on the form. For detailed information on forms, see Chapter 2, How HEAT Works.
Form Wizard
The Form Wizard is a wizard-driven series of dialog boxes prompting you to answer initial questions about the kind of form you want to create. The wizard then builds the form according to your answers. Questions prompt you to select a title for the form, the number of columns to display in the form, and whether or not you want a shadowed
HEAT
look. After the form is created, you can use the Form Editor to format the appearance of the form and its controls. Access the Form Wizard by selecting Table>>Form Wizard from the Administrator menu bar (with Table Editor open).
Form Editor
The Form Editor is an intuitive interface that assists you in designing and editing forms. The Form Editor toolbar allows you to access tools for designing forms such as alignment commands and color palettes. The Form Editor toolbox lets you add controls with a click of the mouse.
Access the Form Editor by clicking the Go to Form button in the Table Editor.
Note: When the Form Editor is open, the Administrator menu bar changes to accommodate form-specific functions. You can access table commands from either this menu bar or from the Form Editor toolbar.
Using the Form Editor you can: Add controls to forms (including command buttons) Format controls (by customizing fonts, colors, textures, and so on) Associate controls with fields Format forms (by customizing colors, aligning controls, sizing controls, moving controls to layers, and setting tab orders for controls)
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Form Editor Toolbar

The Form Editor toolbar accesses numerous features for aligning, sizing, and formatting controls on a form. Controls are aligned and sized based on a Master control.
Align Left: Aligns the selected controls to the
left-most edge of the Master control.
Align Right: Aligns the selected controls to
the right-most edge of the Master control.
Align Top: Aligns the selected controls to the topmost edge of the Master control. Align Bottom: Aligns the selected controls to
the bottommost edge of the Master control. controls evenly along a horizontal axis. evenly along a vertical axis.
Horizontal Spacing: Spaces the selected Vertical Spacing: Spaces the selected controls Adjust Width: Adjusts the selected controls
width to the width of the Master control.
Adjust Height: Adjusts the selected controls
height to the width of the Master control.
Adjust Width and Height: Adjusts the selected controls height and width to the height and width of the Master control. Move to Top: Moves the selected control to
the top layer of the form.

Move to Bottom: Moves the selected control to the bottom layer of the form. Text Foreground Color: Adds a foreground color to the selected control. Text Background Color: Adds a background
color to the selected control.
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Border Color: Adds a border color to the selected control. Hatch Pattern: Adds a hatch pattern to a
control.
Line Thickness: Controls the line thickness for the selected control. Font: Controls the font, font style, and font
size for the selected control.
Text: Adds text and text alignment options to
the selected control.
Shadow: Adds a shadow to the selected control. Control<==>Field: Associates the selected
control with a field.
Set tab order: Sets the order in which users tab through fields. New Field Wizard: Launches the New Field Wizard where you can create new fields. Go to Table: Accesses the table associated with the field. Go to Grid: Accesses the grid associated with
the field.
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Tip: To resize the toolbox, simply place your cursor over any of the toolbox's sides. The cursor changes to a doublesided arrow that you can drag to reshape the toolbox.
Form Editor Toolbox

The Form Editor toolbox is a dockable, sizable palette offering many tools for designing and modifying forms. Each button in the toolbar has a specific function. Click any button in the toolbar to use that function.
Selection Tool: Selects, moves, and resizes objects on a form. Check Box Tool: Adds a check box to the form. Titled Box Tool: Adds a group box to the form. Static Text Box Tool: Adds a label to the form. Text Field Tool: Adds a text box to the form. Date Field Tool: Adds a date box to the form. Decimal Field Tool: Adds a decimal box to the form. Time Field Tool: Adds a time box to the form. Numeric Field Tool: Adds a number box to the form. Memo Field Tool: Adds a memo box to the form. Line Drawing Tool: Draws lines. Command Button Tool: Adds a command button to the form.
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Creating Forms
You create forms using the Form Wizard. The Form Wizard walks you through a series of initial questions and then builds the form according to your answers.
IMPORTANT: Certain system fields do not appear on the form if they are handled specially by HEAT. For example, the CustType field on the Call Logging table does not appear on the form. Note: After you create a form, you can customize its appearance using the Form Editor.
Adding Controls to Forms

After you create a form, you can add controls to the form using the Form Editor Toolbox in the Form Editor.
IMPORTANT: In most cases, controls are automatically added to forms when fields are added. The type of control that is added is ruled by the field's Field Type attribute. For example, if you select the "Check" Field Type, a check box is added; if you select the "Text" Field Type, a text box is added. If the control is added automatically, the control is also automatically linked to the field.
You can add the following controls to your forms: Check box: Adds a check box to the form; this is associated with the Check Field Type. Titled Box: Adds a group box to the form; this is associated with the Text Field Type. Static text Box: Adds a label to the form; this is associated with the Text Field Type. Text Field: Adds a text box to the form; this is associated with the Text Field Type. Date Field: Adds a date box to the form; this is associated with the Date Field Type. Decimal Field: Adds a decimal box to the form; this is associated with the Decimal Field Type. Time Field: Adds a time box to the form; this is associated with the Time Field Type.
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Numeric Field: Adds a number box to the form; this is associated with the Number Field Type. Memo Field: Adds a memo box to the form; this is associated with the Memo Field Type. Line: Draws a line on the form. Command Button: Adds a command button to the form.
Note: After a control is added to a form, you can customize its appearance by formatting its color, text, texture, and so on. IMPORTANT: If you add a control using the Form Editor Toolbox, you must manually connect the control to a field by selecting Control>>Connect field from the Form Editor toolbar.
Formatting Controls on Forms

After a control is added to a form, you can alter its appearance by adding colors, fonts, textures, and so on. Control attributes are defined using the Attributes dialog box (access this dialog box by right-clicking a control).
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Each attribute launches a different dialog box where you customize the parameters of the attribute; for example, the Fonts attribute launches the Font dialog box where you can customize the font, font style, size, and script of the text in the control.
Notes: Different controls allow different formatting options. For example, a check box does not require text, so text attributes are not available. A Date box permits text and color formatting. Shortcut buttons to attributes and a few additional attributes (such as hatch) are available on the Form toolbar.
Formatting Forms
After you create a form, you can format its appearance by customizing colors and aligning controls. Forms are customized using the Form Editor.
Adding Color to Forms

To change the color of a form, simply right-click in a form and select Form color. A dialog box appears where you can select or customize a color for the form.
Moving, Sizing, and Aligning Controls

Control positions and size are set by selecting the control and then selecting a formatting option from the Align, Size, or Move menus in the Form Editor. Controls are moved, aligned and sized based on a Master control. A Master control is the reference point HEAT uses to move, align, and resize a group of selected controls. For example, if you are aligning controls to the left, HEAT uses one Master control as a fixed point and then aligns all other controls to the left edge of the Master control.
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You can select a Master control two ways: When you select a group of controls, the Master control is the top or left-most control in your selected group. When you select a group of controls by pressing the CTRL key and clicking your mouse, the Master control is the last control you select.
Note: The Master control always appears with dark gray boxes around the border; other controls are outlined with white boxes.
Setting Tab Order for Controls

You can control the order in which users add data by specifying a tab order for the controls in your form. Tab order is set using the Form>>Set tab Order command in the Form Editor.
Note: You can test the tab order by selecting View>> Test.
Customizing Grids
A grid is a tabular display of the data from a table. All the data on a single form appears as a single row on the grid. You cannot add or edit data in a grid, but you can edit the data in its form view. In Administrator, you can create a grid view for forms using the Grid dialog box. Access this dialog box by clicking the Go to Grid button in the Table Editor.
Note: Subset and Detail windows do not have grid views.
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The Grid Dialog Box

The Grid dialog box accesses commands and tools for creating grids. Additional grid-specific commands are also available on the Administrator menu bar (when an Edit Set is open).
Creating Grids
You can create a grid to display field information in a tabular manner. The benefit of doing so is you can split field information between the two venues. This allows you to display field information in a venue other than a form. Create a grid and add fields to the grid using the Grid dialog box. Access the Grid dialog box by clicking the Open Grid button in the Edit Set window.
Adding Subset Fields to the Call Record Grid

You can view Subset information in the Call Record Grid. These subset fields are available in both the Call History Display and the Call Record Browse windows.
Arranging Fields in Grids

You can arrange the order in which fields appear in a grid by moving the fields up and down in the Grid dialog box. Fields appear in the same order they appear in the Grid dialog box list.
Printing Grids
You can print grids in the HEAT system including the Table dialog box grid in Administrator.
Resizing Column Widths

HEAT lets you resize grid column widths in order to control the display of information. HEAT retains the new settings for your use next time.
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HEAT
in this chapter...
The Database Menu Global Replace Importing and Exporting Databases Validation Constraints Contact Table Associations
CHAPTER FIVE

Overview
HEAT works with ODBC-compliant databases. Open Database Connectivity (ODBC) is a standard that facilitates connections to many types of databases. This connection allows HEAT to communicate with numerous database engines including Microsoft Access, Microsoft SQL Server, and Oracle. Because HEAT revolves around a database, setup and maintenance of your database is extremely important. To assist you in maintaining your database, HEAT provides several tools.
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The Database Menu

Administrator provides several tools for managing your database files. These tools are accessed from the Database menu:
Note: The Database menu is part of the main menu bar in the Administrator Module main window. If you have the Edit Set dialog box or any Edit Set window displayed on your screen, you should close these windows to display the main menu bar.
Database Menu Items

Global Replace: Use this option to replace a value in a selected database field with another value on a global (database-wide) basis. This feature is extremely useful when correcting mistakes or updating information. Import: Use this option to import data into your system. This is particularly useful when sharing data between systems or for replacing a corrupt database. Export: Use this option to export data from your system. This is extremely useful when sharing data between systems or for backing up your database.
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The Database Menu
5-3
Validation Constraints: Use this option to limit values in one field based on the value of another field. This pre-filtering feature is extremely useful for limiting validation choices in a field. Contact Table Association: Use this option to configure contact table associations. Contact table associations allow you to link a Customer Type with specific profile information.
Global Replace
The Global Replace feature lets you replace a selected database field with another value on a global (database-wide) basis. For example, if one of your technicians is going on vacation, you can use the Global Replace feature to transfer all issues assigned to that technician to another technician. In Administrator, you can set up Global Replace parameters using the Global Replace dialog box. Access this dialog by selecting Database>>Global Replace from the Administrator menu bar.
Global Replace dialog box:
CAUTION: GLOBAL REPLACEMENT IS PERMANENT! When you change a field using Global Replace, you cannot undo your change. Before you Globally Replace, make a backup copy of your HEAT database.
Administrator Guide
5-4
Importing and Exporting Databases

With the Import and Export features, you can share HEAT data with other systems and archive information from your database. You can choose to import and export selected database tables or the entire database. HEAT supports the following types of import and export files: Data Files: These files are delimited text files containing data from a single HEAT table. For example, a Data file can contain your Call Log data or your Call Type codes. Data files carry a .dat text file extension. Control Files: These files contain data from one or more selected HEAT tables as well as the definitions for those tables. For example, you can build a control file containing your Profile and Configuration data. Control files carry an .hcf text file extension. HEAT Archive Files: These files contain all the data from all HEAT tables and is a structure and backup file of your database. Archive files carry an .haf extension.
HEAT
5-5
Exporting Databases
This function is normally used to back up information in your database. As mentioned, you can back up specific tables (Data files or Control files) or the entire database (an Archive file). If you choose to back up a specific table, you must select the table you want to export. If you choose to back up your entire database, HEAT selects all the tables for you. You can then use these backup files to restore and/or reconstruct the database to a multitude of supported database types. In Administrator, you can control Export functions using the Export dialog box. Access this dialog box by selecting Database>>Export from the Administrator menu bar.
Export dialog box:
IMPORTANT: Frequent archiving is recommended for database recovery purposes.
Administrator Guide
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Importing Databases
This feature is used to add new information to a database or to restore a corrupt database. You can import data into specific tables or replace an entire database. In Administrator, you can control Import functions using the Import dialog box. Access this dialog box by selecting Database>>Import from the Administrator menu bar.
Import dialog box:
Two options are available regarding how data is written to the database: Append: This option adds data records to the end of existing table data. No existing data is disturbed.
Note: As a system administrator, you must be careful not to import a record that already exists; this causes a duplicate value in primary key error.
Overwrite: This option overwrites all existing data with the imported values by clearing all table data prior to the import. After data is cleared, you cannot recover it.
Note: The incoming data must still adhere to the primary key rules within the table. Duplicate key values are rejected upon import.
HEAT
5-7
IMPORTANT: You can also use the LoadDb Utility to import a .haf file. The LoadDB Utility serves one function: to load a HEAT Archive file (.haf file) into a HEAT database. This utility, in conjunction with a .haf file, makes database upgrades, switching database engines, and restoring a HEAT database easy.
The utility recreates the database completely. The LoadDB utility reads the structure and data from the .haf file and writes it a HEAT database. You can launch the LoadDB Utility from the HEAT folder on the Windows Start menu.
Administrator Guide
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Validation Constraints
Validation Constraints are used to limit what displays in one field based on the value entered in another field. In other words, choices in one field are limited by the constraints of another field. For example, you can limit the choices in a Cause field by the constraints of the Call Type field. This could allow a Billing issue (for example, Call Type Billing) to display only billing causes (for example, Missing Invoice, Charged Twice, and so on). This feature is useful for limiting validation selections to only relevant values rather than an entire list and to help standardize data entries for consistency and reporting purposes. A Validation Constraint is recommended whenever 10 or more items appear in a drop-down list. In Administrator, you can add, edit, and remove Validation Constraints using the Define Validation Constraints dialog box. Access this dialog box by selecting Database>>Validation Constraints from the Administrator menu bar, then clicking Add.
Define Validation Constraints dialog box:
HEAT
Contact Table Associations
5-9
Contact Table Associations

Associating Contact tables allows you to link a Customer Type with specific profile information. This allows you to have a general Profile for the company and more specific contact information for the individuals within the company In Administrator, you can associate Contact tables using the Customer Contact Table Association dialog box. Access this dialog box by selecting Database>> Contact Table Association from the Administrator menu bar.
Contact Table Association dialog box:
Once a Customer Type is associated with the contact table, the contacts appear in the Customer window in Call Logging; special validation rules apply to the Subset to make it easy to select contacts.
Administrator Guide
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Recommendations for Setting Up Contact Association Tables

There are several steps involved in setting up Contact Table associations. We recommend the following: 1. Set up the table being used for contacts. Include a field you can directly link to the Profile table for the Customer Type. This is done from inside the Edit Set. 2. Create primary contact fields in the Profile table that are validated and autofilled from the contact table. This lets you easily switch to a different primary contact, if needed. You should also add any other important fields to the Profile and autofill them from the Employee table. For example, you might add the phone number, address, and title fields.
Note: After you associate the Employee table with the Profile table, HEAT looks at how you set up your validations and autofills to automatically provide special functionality in Call Logging.
Tip: We recommend that inside the Edit Set you make the link field in the Employee table a Helpful Validation field. This makes it easier to add new customers in Call Logging.
3. Commit the Edit Set. 4. Associate the Contact Tables.
HEAT
in this chapter...
The Security Menu Users, Teams, & Roles Controlling User Accounts Licensing Setting Database Passwords Controlling Locked Calls Configuring Unifited Logins Setting Expiration Dates for HEAT Passwords
CHAPTER SIX
Setting Security
Overview
HEATs security features let you secure and control your system through the use of security profiles, user status monitoring, database passwords, call locking, and Unified Logins. All of these are controlled from within the Administrator module. Licensing is also handled through Administrator.
6-2
Setting Security
The Security Menu

Administrator provides several features for securing and controlling your system. Most of these features are available from the Security menu:
Note: The Security menu is part of the main menu bar in the Administrator Module main window. If you have the Edit Set window displayed on your screen, you should close it to display the main menu bar.
Security Menu Items

Users: Use this option to add users and create user accounts for each person in your system. User accounts contain important security information such as Login ID, password, team, role, and e-mail address. You can also use this option to edit and delete user accounts from your system. Teams: Use this option to create and define teams for use in your system. You can then assign users to these teams to control access to HEAT modules and features. You can also use this option to edit and delete teams from your system.
HEAT
The Security Menu
6-3
Roles: Use this option to create roles, define Security Rights for roles, and define Table Rights for roles. You can then assign these roles to users to control if and how information is accessed in HEAT. You can also use this option to edit and delete roles from your system. User Status: Use this option to monitor user status, reset Login IDs, and lock/unlock user accounts. Licensing: Use this option to register your software with system information. Database Password: Use this option to create an encrypted password for your HEAT database. Locked Calls: Use this option to view and unlock Call Records that were locked by trackers in Call Logging. Unified Login: Use this option to enable and configure a unified login for HEAT. Unified logins allow users to log on to HEAT using their Windows NT/2000 login information. HEAT Password: Use this option to set expiration dates on HEAT passwords.
Administrator Guide
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Setting Security
About Security
As a system administrator you have the ability to control security on many levels. You can set up users and assign rights, monitor the activity of each user, lock users out of the system, restore users who are accidently locked out of the system, lock calls, set database passwords, and control licensing.
Security Profiles
In Administrator you have the ability to assign very detailed access to many areas of the HEAT system. You can restrict access at a module/feature level (Security Rights), a database table level (Table Rights), or a field level (View Sets). Module-level security and table-level security are user based and rely on permissions set using security profiles. Security profiles include: Users: People who work in the HEAT system. You create a user profile for each user and can also edit and delete users. Roles: Users unique functions in the HEAT system. Each user has oneand only onerole. Several users can have the same role. The role determines the "rights" for each area of the HEAT system. Teams: Collections of one or more users who work on a common project or toward a common goal. A user may be on one or more teams, or no team. You can create, edit, and delete team descriptions and assign users to teams.
Note: Field-level security relies on View Sets. Table Views and View Sets control which fields appear on forms and how they look. Although View Sets are part of HEAT security, setup is conducted from within a table; therefore, View Sets are covered with tables. For more information on View Sets, see Chapter 4, Customizing Your Database.
HEAT
About Security
6-5
Steps for Setting Up Security Profiles

We recommend the following steps for setting up security in HEAT: 1. Define Roles: Create roles to assign to users. It is important that each user has a role so you can restrict access to certain areas of HEAT. For example, you can create a Tracker role to create and edit Call Records. The Tracker role, however, cannot delete Call Records. HEAT ships with several predefined roles. 2. Set Up Users: Add users to the HEAT system, set User IDs, set up passwords, select a default tracker name, and so on. 3. Create Teams: Create Teams for HEAT. Users can belong to one team or many teams. If users belong to more than one team, they should have a primary team. The purpose of a primary team is to organize users by their primary function. A user does not need to belong to a team. 4. Add Users to Teams: Assign users to teams. Users can belong to one or more teams, or no team.
Additional Security Features

You can also use Administrator security features to: Control user accounts. License your software Set database passwords Control locked calls Configure Unified Login. Set expiration dates on HEAT passwords
Administrator Guide
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Setting Security
Users
A user is a person who works in the HEAT system. In some cases, users are services and other HEAT modules. Auto Ticket Generator, for example, is often set up as a user so it can maintain its own e-mail address and security. Each user possesses a unique profile or user account that defines important security information such as Login ID, password, team, role, and e-mail address. This information is used in various ways to control access into the HEAT system. In Administrator, you have the versatility to add, edit, and delete user accounts using the Users dialog box. Access this dialog box by selecting Security>> Users from the Administrator menu bar.
Users dialog box:
Dialog box options include: Adding Users: Use this option to add users to your system. You must then define user accounts for each user by typing the individual's personal information. Assigning Teams to Users: Use this option to assign teams to users. Removing Teams from Users: Use this option to remove teams from users.
HEAT
Teams
6-7
Editing Users: Use this option to modify a user's account information. Deleting Users: Use this option to remove a user account from your system.
Teams
A team is a collection of one or more users who work on a common project or toward a common goal. For example, if you are a technician, you may belong to the Network Support team. If you are a Product Manager, you may belong to the Management team. Teams are used to organize and secure access to information in Call Groups, SupportMail, AutoTasks, and the HEATBoard. A user may be on one or more teams, or no team. If a user is a member of more than one team, a primary team must be designated for that user. The purpose of the primary team is to organize users by their primary function. In Administrator, you have the versatility to add, edit, and delete teams using the Teams dialog box. Access this dialog box by selecting Security>>Teams from the Administrator menu bar.
Teams dialog box:
Administrator Guide
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Setting Security
Dialog box options include: Adding Teams: Use this option to add teams to your system. You must then define the team's general information (such as name and description). Assigning Users to Teams: Use this option to assign teams to users. Removing Users from Teams: Use this option to remove teams from users. Editing Teams: Use this option to modify a team's definition. Deleting Teams: Use this option to remove teams from your system.
HEAT
Roles
6-9
Roles
A role is a users unique function in the HEAT system. For example, if you work on a Help Desk, your role might be Support Staff. If you work in the Accounting department, your role may be Accounting. Each user has oneand only one role, but several users can have the same role. Your role determines your rights for each area of the HEAT system. In other words, access to the database tables (Table Rights) and rights to HEAT features (Security Rights) are determined based on your role.
IMPORTANT: Security is controlled by a combination of Security Rights and Table Rights. Thus, you can creatively control security by allowing View, Add, Edit, and Delete rights for a HEAT function and then limiting individual table access. For example, an analyst could be given full access to Table Maintenance and then limited to View-only access for the Tracker table.
In Administrator, you have the versatility to add, edit, and delete roles using the Roles dialog box. Access this dialog box by selecting Security>>Roles from the Administrator menu bar.
Roles dialog box:
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Setting Security
Dialog box options include: Adding Roles: Use this option to add a role to the system. You must then define the role's general information such as name, description, and so on. Copying Roles: Use this option to copy the attributes of an existing role to a new role. After copying this information, you can edit or add other attributes. Assigning Users to Roles: Use this option to assign users to roles. Removing Users From Roles: Use this option to remove users from roles. Defining Security Rights for Roles: Use this option to set permissions or restrictions for entire modules or specific functions. Defining Table Rights for Roles: Use this option to set permissions or restrictions for HEAT database tables.
Note: If rights are assigned to roles, users can utilize Table Maintenance to view, edit, delete, and add data to tables.
Editing Roles: Use this option to modify a role's definition. Deleting Roles: Use this option to remove roles from your system.
HEAT
Roles 6-11
Security Rights
A roles Security Rights allow or restrict access to entire modules or to specific HEAT functions. For example, an Accounting role may have access to Call Logging, but not to Business Rule Editor because there is no need for an accountant to set up Business Rules. Conversely, an Administrator role should have full access to all HEAT modules and features. Set Security Rights using the Rights tab on the Roles dialog box.
Roles dialog box, Rights tab:
On this tab, Security Rights are organized into categories. Descriptions of each Security Right are displayed in the Description box. You can view a roles Security Rights by highlighting the role and then selecting a category. Select All Rights to display all the Security Rights in HEAT. Rights are assigned by selecting the Security Right and then selecting Yes (allow access) or No (restrict access).
IMPORTANT: Most rights require yes and no access. Some areas have specific rights such as View, Add, Edit, Delete, and so on.
Administrator Guide
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Setting Security
Table Rights
A roles Table Rights allow or restrict access to HEAT database tables. More specifically, they allow or restrict the users ability to manipulate values in database tables. For example, a Human Resources role may have rights to view, add, edit, and delete values in a Contacts table (values such as phone numbers, titles, and so on), but no rights to alter values in an Assignee table (values such as the names of technicians). Set Table Rights using the Tables tab on the Roles dialog box.
Roles dialog box, Tables tab:
Assign Table Rights by selecting the Right and then selecting View, Add, Edit, and Delete. To set default rights for all tables in the list, select New/Table Default Rights (located at the top of the list) and then define your rights. These rights will be applied to all new tables. You can override these defaults by setting individual rights for each new table.
Note: You can only assign Table Rights to database tables that are used for validation; other tables are not listed.
HEAT
Controlling User Accounts 6-13
Controlling User Accounts

A user account is set up for each user in your system. After an account is established, you can monitor the activity of each user and control logon capabilities using the User Status dialog box. Access this dialog box by selecting Security>>User Status from the Administrator menu bar.
Note: Remember, users can be HEAT modules; therefore, module names appear in the list as well.
The User Status dialog box lets you access the following options: Monitoring User Accounts: Use this option to monitor the status of users in your system. With this feature you can view who is logged on and in which modules they are working. Locking/Unlocking User Accounts: Use this option to lock and unlock user accounts. You can lock a user account to prevent the user from logging on to HEAT without having to delete the user record. This is a useful feature if you need to place a temporary hold on a Login ID. This is also a useful feature to ensure users are logged off from the system before you commit an Edit Set. Resetting Login IDs: Use this option to reset a user's Login ID. This feature can be useful if a power failure occurs. Once power is restored and the computers are turned on, HEAT assumes anyone logged on before the power failure is still logged on.
Administrator Guide
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Setting Security
Licensing
Licensing registers HEAT and its numerous add-on modules (including iHEAT, HEAT Self Service, and HEAT Asset Tracker) with system information.
For detailed information on licensing HEAT's add-on modules, please see each respective product's Getting Started Guide.
When licensing, you must type the following information in the Licensing dialog box: HDA Number Company Name Serialization Code The system determines automatically the following: System Type Call Record Limit User Count Drop Dead Date As an Evaluation version, the HEAT Code restricts use to evaluation only. Upon purchase, you receive a Serialization Code number specific to your company and license agreement conditions.
IMPORTANT: Type all the information exactly as it appears on the license agreement shipped with your HEAT system purchase information.
License HEAT and HEAT modules using the Licensing dialog box. Access this dialog box by selecting Security>>License HEAT/License Other Modules from the Administrator menu bar.
HEAT
Setting Database Passwords 6-15
Setting Database Passwords

If a database such as MS SQL or Oracle has restricted access (in other words, has its own password), you can set a password to bypass it. This allows HEAT users to access the database without typing an additional password. Set database passwords using the Database Security Setup dialog box. Access this dialog box by selecting Security>>Database Password from the Administrator menu bar.
Controlling Locked Calls

A Locked Call is a Call Record that has been secured so that it is temporarily unavailable to other users. This prevents two people from working on the same Call Record at the same time. In Administrator you can view and unlock calls which were locked by users in Call Logging. Monitor and control Locked Calls using the Locked Calls dialog box. Access this dialog box by selecting Security>>Locked Calls from the Administrator menu bar.
Configuring Unified Logins

The Unified Login feature allows users to log on to HEAT using their Windows NT/2000 logon information. This eliminates the need to type an additional User ID and password to log on to HEAT. Windows user accounts must be configured as domain user accounts, not local user accounts, for the Unified Login functionality to work properly. Configure your Unified Login using the Unified Login dialog box. Access this dialog box by selecting Security>>Unified Login from the Administrator menu bar.
Note: The Unified Login feature is only available on 32bit systems (Windows NT4/2000).
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Setting Security
Setting Expiration Dates for HEAT Passwords

Tip: You can force users to reset their passwords at any time by checking the User must change password at next login check box on the User dialog box (Admin>> Security>>Users>> General tab).
You can set expiration dates on HEAT passwords. If implemented, users are prompted at logon to type a new password. HEAT also contains an option to notify users beforehand that passwords will expire. Set Expiration dates and options for HEAT passwords using the Password dialog box. Access this dialog box by selecting Security>>HEAT Password from the Administrator menu bar.
HEAT
in this chapter...
The Defaults Menu Defaults: Simple Search, System Hours of Operation, Search, Call Transfer, Mail, Activity Log, Call Map/HEATBoard, Counter, Admin, Call Status Values, GoldMine Integration
CHAPTER SEVEN
Setting Defaults
Overview
Defaults are preset specifications controlling the appearance and operation of HEAT for all users in your system. Defaults can be as simple as setting default operational hours or as complex as designating First Level Support (FLS) searching parameters.
IMPORTANT: Default settings are also used for integration purposes. For detailed information on integrating HEAT with one of its numerous add-on modules, please see the respective add-on products Getting Started Guide or call a certified HEAT representative for more information.
7-2
Setting Defaults
The Defaults Menu

The Defaults menu accesses commands for setting defaults for simple searches, system settings, hours of operation, Call Transfer setups, mail, Activity Logs, the Call Map, the HEATBoard, counters, Administrator options, and Call Status values.
IMPORTANT: Integration options for Desktop Management Systems, DDE/Telephony, Asset Tracker, and so on may also appear if these add-on modules/ products are installed. Please see their respective Getting Started Guides or contact a certified HEAT representative for more information. GoldMine integration is covered in this manual.
HEAT
The Defaults Menu
7-3
Defaults Menu Items

Simple Searches: This option allows you to create a default list of fields to Simple Search in Call Logging. System: This option allows you to set defaults for some system-wide settings such as call locking, Customer Types, attachments, and assignments. Hours of Operation: This option allows you to set default operational times for your organization. Searches: This option allows you to set defaults for knowledge base software (for example, FLS). Call Transfer Setup: This option allows you to set defaults for electronically transferring Call Record information to other HEAT systems. Mail: This option allows you to set mail defaults such as polling frequencies, and external mail labels. Activity Log: This option allows you to set defaults for Activity Logs. Call Map Setup: This option allows you to set defaults for the Call Map. HEATBoard Setup: This option allows you to set defaults for the HEATBoard. Counter: This option allows you to create and define counters for use in Call Logging. You can use counters to automatically generate PO numbers, RMA numbers, and so on. Admin: This option allows you to set defaults specifically for the Administrator module such as form fonts, grid and dialog fonts, and default Administrator paths. Call Status Values: This option allows you to change the default Call Status values in your system.
Administrator Guide
7-4
Setting Defaults
Simple Search Defaults

Simple Search defaults let you create default lists of fields to Simple Search in Call Logging. The search returns a group (Call Group or Customer Group) of records that meet your criteria. Creating default lists reduces the time and effort spent setting search criteria. For example, if you commonly Simple Search for Call Records logged on the same day, you could add the RecvdDate field to the list to instantly search for Call Records by date. The default lists of fields are presented in the Simple Search submenus on Call Records and Customer Records. Set Simple Search defaults by selecting Defaults>> Simple Searches from the Administrator menu bar. You can set Simple Search defaults for Call Groups and Customer Groups.
For more information on Simple Searches, see Call Logging Online Help.
System Defaults
System defaults are organized into two categories: System defaults: These defaults allow you to set a variety of system settings such as: System Name: This default allows you to set a unique system name. A unique name is often required for data transfers. Enable Call Locking: This default activates the call locking feature on a global basis. When call locking is enabled, users can lock a Call Record preventing other users from making modifications. Require Password: This default allows you to require users to type a password when logging on to HEAT modules. If this feature is not enabled, users are not required to type a password when logging on.
HEAT
System Defaults
7-5
Catalogs Directory: This default allows you to select a location for your Catalogs Directory. Your Catalog Directory stores window and table definitions for the system and is created locally for speed of access. Customer Type: This default allows you to select a default Customer Type for new Call Records. Users can manually change the Customer Type when creating a new Call Record. Attachment options: These defaults allow you to set default paths for Call Record attachments, Global attachments, Profile attachments, and First Level Support (FLS) attachments.
Note: Set System defaults by selecting Defaults>> System>>System Defaults from the Administrator menu bar.
Assignment Settings: These defaults allow you to set specifications for how assignments operate in Call Logging.
Note: Set Assignment defaults by selecting Defaults>>System>>Assignment Defaults from the Administrator menu bar. IMPORTANT: System defaults affect all users.
Administrator Guide
7-6
Setting Defaults
Hours of Operation Defaults

The Hours of Operation default provides a calendar where you define your schedule, such as daily operational hours and user schedules.
This feature is useful when defining Business Rules. Many Business Rules are based on call duration (the length of time a call is open). HEAT lets you customize the calendars used to calculate call duration. Set Hours of Operation defaults by selecting Defaults>>Hours of Operation from the Administrator menu bar.
HEAT
Search Defaults
7-7
Search Defaults
The Administrator module lets you set options for knowledge base software (for example, First Level Support). Options include: Search Order: This option sets a default searching order for your configured search engines. Searches are executed in order until a solution is found. You can set a default order to narrow or expand search criteria. Set Search Order defaults by selecting Defaults>>Searches>>Search Order from the Administrator menu bar. Knowledge Search Defaults: This options lets you set defaults for knowledge bases, for example, First Level Support (FLS).
Knowledge Search Defaults

Knowledge Search defaults allow you to determine how information is searched, posted, and shared in your knowledge base applications.
IMPORTANT: Before you can set defaults for FLS, you must first launch FLS from within Call Logging, and then click OK (upon launch) to create FLS tables. You must then import the knowledge tree(s) you want to use into HEAT. For more information, see the Call Logging and FLS modules.
Administrator Guide
7-8
Setting Defaults
There are four basic components of Knowledge Search defaults. They include: Setting a Default Search Engine and Knowledge Tree: This option lets you choose a default search engine to use when querying your database. It also lets you select a default knowledge tree. Multiple knowledge trees may be available to users in your system. Selecting a default tree allows you to specify which tree users should utilize for searching and posting information.
Note: Secured users can search and post information to all available trees. The default tree is simply the tree that the system looks to first.
Setting Defaults for Search Fields: Search fields are the HEAT fields your knowledge base searches during a query. Setting default fields allows you to select the fields to send to your knowledge base for searching. The knowledge base then searches the values from these fields to locate and post relevant information. Selecting Defaults for Search Options: Search options define which areas are searched and how the searches are performed. Setting default options structure searches to be consistent and more efficient. Selecting Defaults for Auto Populate: Auto Populating a knowledge tree automatically creates a node within the tree and fills it with information from preselected Call Logging fields. Setting Auto Populate defaults allows you to select which Call Logging fields are used to fill each area of the knowledge base. Set Knowledgebase Search defaults by selecting Defaults>>Searches>>Knowledge Search Defaults from the Administrator menu bar.
HEAT
Call Transfer Defaults
7-9
Call Transfer Defaults

Call Transfer defaults let you set options for electronically transferring Call Record information to other HEAT systems. Information is transferred by creating an e-mail message specifically formatted to contain Call Record and system information. The message is then sent to the receiving system and is reconstructed through Auto Ticket Generator into a new Call Record. There are two methods for sending Call Record information: Transfer via E-Mail: This method lets you transfer information to automated systems through VIM or MAPI e-mail packages. To transfer information in this manner, you must select specific fields to transfer. System Transfer: This method lets you transfer information from one HEAT system to another. This method requires the exact system name of the receiving system (defined under Defaults>> System). Set Call Transfer defaults by selecting Defaults>> Call Transfer Setup from the Administrator menu bar.
Mail Defaults
Mail defaults let you configure e-mail options such as polling frequencies, labels for external mail folders (VIM, MAPI, and POP), and Simple MAPI integration. Set Mail defaults by selecting Defaults>>Mail from the Administrator menu bar.
Consult your mail system documentation for more information on your mail system.
Administrator Guide
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Setting Defaults
Activity Log Defaults

The Activity Log contains activity information about a specific Call Record. Activity Log defaults allow you to set options for Activity Logs. Options include: Preferences: This option lets you set general preferences for Activity Logs, including selecting which items and fields (called Watch fields) you want the Activity Log to record. Group Deletes: This option lets you set parameters for deleting Activity Logs. You can delete Activity Logs by date, call status, individual ID number or a range of ID numbers. Note: To delete one ID number, type the number in both the from and to text boxes. When a Call Record is deleted, all Activity Log records for that Call Record are deleted as well. Activity Record Types: This option lets you create, edit, and delete Activity Record Types. Activity Record Types are used to classify Activity Log entries. Set Activity Log defaults by selecting Defaults>> Activity Log from the Administrator menu bar.
For more information about Activity Logs, see Call Logging.
Activity Record Types

Record Types are used in reports and display in the on-screen Activity Log in the Call Logging module. You can add, edit, and delete your own Activity Record Types.
Note: You cannot delete or edit a default Record Type; however, you can edit the descriptions.
HEAT
Call Map Defaults 7-11
Default Record Types

HEAT has several default Record Types. They include: Online Type: This type is used automatically for a standard Call Record. Off-line Type: This type is used automatically when you make manual Activity Log entries.
Note: To make manual entries available, you must first select Activity Log Add rights for your Security Group in the Administration module.
Unsaved Type: This type is used automatically to record abandoned activity.

Note: You must have first selected Log Unsaved Activities in the Activity Log Preferences dialog box.
Call Map Defaults

The Call Map is an expandable and collapsible summary view of the current Call Record (in Call Logging). As a system administrator, you determine which categories and fields appear in the Call Map. Call Map defaults also allow you to define labels for Assignments and Journal entries, as well as subnodes for Assignments. Using Call Map defaults, you can: Add Categories to the Call Map
Note: The Customer information fields in the Call Map are a nice complement to the customer information found in the Subset form.
Add Call Information Fields to the Call Map Add Customer Information Fields to the Call Map Add Assignment Information Fields to the Call Map Add Assignment Sub-nodes to the Call Map Define Labels for Call Map Assignment Fields
Administrator Guide
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Setting Defaults
Add Journal Information Fields to the Call Map Define Labels for Call Map Journal Fields Set Call Map defaults by selecting Defaults>>Call Map Setup from the Administrator menu bar.
For more information on the Call Map, see Call Logging online Help.
Call Map Categories

Call Map category defaults allow you to define which categories appear in the Call Logging Call Map. You can choose to display the following categories: Assignment: This category organizes fields specific to an Assignment such as assigned by, acknowledged date, and resolution. Call Attachments: This category organizes attachments that apply to the currently open Call Record. Call Info: This category organizes fields specific to a call such as Call Type, status, priority, and so on. Customer: This category organizes fields specific to a customer such as title, fax number, ZIP code, and so on. The Customer information fields in the Call Map are a nice complement to the customer information found in the Subset form. Global Attachments: This category organizes attachments that apply to all Call Records in the database. Journal: This category organizes fields specific to a Journal entry such as entry date, entry time, Journal Type, and so on.
HEAT
Call Map Defaults 7-13
Call Map Configuration Ideas

While the Call Map is completely user-definable, here are some suggestions about the type of information that you may want to include in your map:
General Call Information

If there are any fields on the Call Log form you would like to emphasize, this is an ideal place to do so. You may want to include the Call Type, call priority, or call status which can be especially useful for seeing fields (such as Priority) while entering information on the Detail, Assignment or Journal tabs.
Customer Profile Information

While the call Subset information is a snapshot of the profile information when the call was first created, the Call Map provides a view of the current data on the profile. You may want to include a field with urgent information you would like every technician who deals with this customer to know (for example, Upset Handle with Caution, Support Discontinued or Refer to Supervisor).
Assignment Information
The Assignment Map supports a new concept called target times. These fields reflect the date and time you expect to complete an Assignment. You may also want to use Business Rule Monitor or Managers Console to monitor this field. Additionally, the Call Map allows you to flag the target-time fields so that a past due icon informs you at a glance which Assignments on the call are overdue. Another icon tells you the status of each Assignment. This way, you can easily see if the Assignment is unacknowledged, acknowledged, or resolved. You may also want to include fields such as the assignee name or Assignment group ID. This way, users can quickly identify and navigate to their Assignments.
Administrator Guide
7-14
Setting Defaults
Journal Information
Many users have added a field called Journal Type to their databases. This field is used for reporting as well as creating Quick Journal default entries. Common examples include: Must Read for journal entries every technician on the call needs to understand. Hints to communicate additional, potential solutions to the next technician who might help this customer. Left VM to instantly log the fact an attempt was made to reach the customer. Urgent to reflect extremely time-sensitive issues. Made Contact to instantly locate journal entries documenting actual conversations with the customer. Seeing the Journal type at a glance in the Call Tree can assist a technician in finding all journal entries pertinent to the issue at hand and ensure Must Read items get visibility. See the latest demo database for an example of how this is set up and used.
Note: The Created By field is another good choice for the first level of the Journal Map. That way, users can quickly find and navigate to a Journal entry they previously typed.
HEAT
HEATBoard Defaults 7-15
HEATBoard Defaults
The HEATBoard is part of the InfoCenter in Call Logging and displays system-wide posts. As a system administrator, you can define autoclose options and header information for the HEATBoard. Set HEATBoard defaults by selecting Defaults>> HEATBoard Setup from the Administrator menu bar.
For more information about the HEATBoard, see Call Logging Online Help.
Counter Defaults
You must set up the automatic number generators (called counters) in the Administrator module. Counters are used in AutoTask actions to automatically generate a number. For example, you can set up a counter to generate RMA numbers. After the counter is placed in an AutoTask action, the user can launch the AutoTask to automatically create an RMA number. You can define a maximum of 10 counters.
For more information on AutoTasks, see Call Logging.
Users can change some counter parameters, but the main counter information is defined in the Administrator module. Set Counter defaults by selecting Defaults>>Counter Setup from the Administrator menu bar.
Administrator Guide
7-16
Setting Defaults
Admin Defaults
Admin defaults allow you to set options specifically for the Administrator module. Administrator module-specific options include: Default Paths: This option allows you to set default locations for saving Edit Set files (.set), temporary Edit Set files (.set), backup files (.haf), and Import/Export files (.dat, .hcf., and .haf). Designating a default location saves time and promotes file organization and consistency. Form Font: This default allows you to set defaults for text appearing on forms in Administrator. Grid and Dialog fonts: This default allows you to set defaults for text appearing in grids and on dialog boxes in Administrator. Set Administrator module defaults by selecting Defaults>>Admin Defaults from the Administrator menu bar.
Call Status Values Defaults

Call Status Value defaults allow you to change the default Call Status values in your system. Default statuses are currently "Open," "Closed," and "Reopened."
Note: Before you change the default values, be sure to manually add the values to your Status table.
Set Call Status Value defaults by selecting Defaults>> Call Status Values from the Administrator menu bar.
HEAT
GoldMine Integration 7-17
GoldMine Integration
You can integrate HEAT with GoldMine so that the two applications can share information. The integration allows HEAT users read/write access to GoldMine customer information from within the Call Logging module. Likewise, GoldMine users can view Call Logging information from within the Tickets tab and Details tab in the GoldMine application. Use Answer Wizard and Managers Console to monitor and report on information from both products.
Advantages of a GoldMine Integration

The main advantage of integrating HEAT and GoldMine is that a single customer record exists and is shared by both applications. This allows the following advantages: HEAT users can view and modify certain GoldMine customer information: Allows HEAT Call Logging users to view a GoldMine customers phone number, address, e-mail address, and so on. You can also integrate GoldMine to display a list of associated contacts for the selected Contact1 customer. HEAT users can view a customers Sales-Pending information: Allows HEAT Call Logging users to view a list of scheduled sales activities for a particular GoldMine customer. HEAT users can view a customers Sales-History information: Allows HEAT Call Logging users to view a list of sales activities that have taken place for a particular GoldMine customer. GoldMine users can view Call Logging Information: Allows GoldMine users to view Call History information including information in the Detail, Journal, and Assignment tabs.
Note: The Ticket Transfer feature expands the viewing of Call Logging information in GoldMine by allowing the transfer of Call Record data to the ContSupp table. From there it can be displayed in the GoldMine Details tab and synched to remote, undocked users.
Administrator Guide
7-18
Setting Defaults
HEAT and GoldMine users can send internal e-mail messages to each other: Allows HEAT and GoldMine users to communicate about customers using e-mail. HEAT and GoldMine users can post alerts to each other: Allows HEAT and GoldMine users to alert each other about key customer issues. Answer Wizard and Managers Console can be used to monitor and report on data from both applications: Answer Wizard and Managers Console users can also take advantage of analyzing and reporting on information from both HEAT and GoldMine.
Integrating HEAT and GoldMine

Note: Integration between HEAT and GoldMine is accomplished in the Administrator module (Defaults>> GoldMine Integration Setup), the Call Logging module, and the GoldMine application.
To properly integrate HEAT and GoldMine, you must complete the following steps in sequence. 1. Install HEAT and GoldMine. 2. Set HEAT Security Rights for GoldMine. Security rights must be granted in order for HEAT to integrate with GoldMine. You must also grant security rights for the Ticket Transfer feature and GoldMine mail. Security rights are set in the HEAT Administrator module. 3. Run the GoldMine Connection Wizard. The GoldMine Connection Wizard leads you through the steps necessary to connect HEAT with the GoldMine data source. The GoldMine Connection Wizard is run from within an Edit Set in the HEAT Administrator module.
HEAT
GoldMine Integration 7-19
4. Set GoldMine Integration Defaults. GoldMine Integration options let you set the path to the GoldMine application as well as configure default options for displaying information in the Call Logging Customer window. Options are set using the GoldMine Integration dialog box located under the Defaults menu in the HEAT Administrator module. 5. Set Call Logging Preferences for GoldMine. User Preferences tell Call Logging where to find the GoldMine program so you can launch it directly from Call Logging. User Preferences also allow you to set display and logon options for individual users. 6. Set Call Logging Preferences for GoldMine Alerts. User Preferences tell Call Logging how to display GoldMine alerts for GoldMine customers. 7. Run the GoldMine Ticket Transfer Configuration Utility. This utility sets up options for the GoldMine Ticket Transfer service. The service allows you to transfer new and updated Call Record information to the ContSupp table in GoldMine. 8. Set up HEAT Integration in GoldMine. HEAT integration options let you enable integration with HEAT and define HEAT data source and logon options. HEAT integration is conducted in the Tickets tab within GoldMine.
Detailed instructions for the above steps are found in Administrator online Help.
Administrator Guide
7-20
Setting Defaults
HEAT
INDEX
Index
A
Activity Log Defaults, 7-10 Admin Defaults, 7-16 Administrator about, 1-5 Administrator Interface Main window, 1-7 Menu bar, 1-8 Startup window, 1-6 Toolbar, 1-9 Assignment Defaults, 7-5 Assignment Form Design, 3-15 Audience and Expertise, 2 Autofill feature, 4-23
i
C
Call Map Defaults, 7-11 Call Status Values Defaults, 7-16 Call Transfer Defaults, 7-9 CallLog Form Design, 3-8 Column Widths resizing in grids, 4-35 Committing Edit Sets, 4-8 Compound Tables, 2-12 Configuration Form Design, 3-11 Connection Manager, 4-12 Contact Tables associating, 5-9 Controls, 2-3 adding to forms, 4-31 aligning, moving, and sizing, 4-33 formatting, 4-32 setting tab order, 4-34 Counter Defaults, 7-15
B
Business Rules enabling, 4-26
I-2
Creating fields, 4-25 forms, 4-31 grids, 4-35 Table Types, 4-11 Table Views, 4-12 tables, 4-10 View Sets, 4-12 Customizing fields, 4-13 forms, 4-26 grids, 4-34 HEAT database, 4-2 tables, 4-10 with Edit Sets, 4-5 with Quick Customize, 4-8 with the Quick Start Wizard, 4-3
E
Edit Sets committing, 4-8 customizing with, 4-5 Edit Set interface, 4-6 pre-committing, 4-9 Editing fields, 4-25 Expirations setting on HEAT passwords, 6-16 Exporting HEAT database, 5-4, 5-5 External Tables, 2-16 Attaching, 4-11 Connection Manager, 4-12
F
Field Synchronization Feature, 4-24 Field Types, 4-17 Fields, 2-2, 2-6, 2-19 adding to forms and grids, 4-26 arranging in grids, 4-35 attributes, 4-16 Autofill feature, 4-23 creating, 4-25 customizing, 4-13 Defaults, 4-23 deleting, 4-25 descriptions, 4-17 editing, 4-25 field formats, 4-19 field synchronization feature, 4-24 Field Type, 4-17 flags, 4-21 names, 4-17 size, 4-18 Validation feature, 4-22 Flags, 4-21 Form Editor, 4-27 toolbar, 4-28 toolbox, 4-30 Form Wizard, 4-26 Formatting forms, 4-33
D
Database Passwords setting, 6-15 Defaults Activity Log, 7-10 Admin, 7-16 Assignment, 7-5 Call Map, 7-11 Call Status Values, 7-16 Call Transfer, 7-9 Counter, 7-15 GoldMine integration, 7-17 HEATBoard, 7-15 Hours of Operation, 7-6 Knowledge Search, 7-7 Mail, 7-9 Search, 7-7 Simple Searches, 7-4 System, 7-4 Deleting fields, 4-25 Table Types, 4-13 Table Views, 4-13 tables, 4-13 Demo Data, 2-7 Detail Form Design, 3-13 Document Conventions, 2
I-3
Forms, 2-3, 2-6, 2-20 adding color to, 4-33 adding controls to, 4-31 adding fields to, 4-26 Assignment design, 3-15 CallLog design, 3-8 Configuration design, 3-11 creating, 4-31 customizing, 4-26 Detail design, 3-13 formatting, 4-33 formatting controls on, 4-32 Journal design, 3-16 Profile design, 3-10 Subset design, 3-11
HEAT Resources, 4 HEAT Tables, 2-17 HEATBoard Defaults, 7-15 Helpful Validation, 4-23 Hours of Operation Defaults, 7-6
I
Importing HEAT database, 5-4, 5-6 Indexes, 2-6 Integrating GoldMine, 7-17
J
Journal Form Design, 3-16
G
GoldMine integrating, 7-17 GoldMine Resources, 5 Grid dialog box, 4-35 Grids, 2-22 adding fields to, 4-26 adding Subset fields, 4-35 arranging fields in, 4-35 creating, 4-35 customizing, 4-34 printing, 4-35 resizing column widths, 4-35
K
Knowledge Search Defaults, 7-7
L
Licensing, 6-14 LoadDB Utility, 1-11 LoadDb Utility, 5-7 Locked Calls controlling, 6-15
M
Mail Defaults, 7-9 Main Window, 1-7 Menu Bar, 1-8
H
HEAT Archive Files, 5-4 HEAT Database about, 2-2, 2-6, 2-7 customizing, 4-2 Demo data, 2-7 exporting, 5-4, 5-5 importing, 5-4, 5-6 Sample database, 2-7 Starter database, 2-7 HEAT Interface about, 2-3 HEAT Passwords setting expirations, 6-16
N
New Field Wizard, 4-25
O
Online Help, 5
P
Passwords setting expirations, 6-16 Pre-committing Edit Sets, 4-9
I-4
Printing grids, 4-35 Profile Form Design, 3-10
Q
Quick Customize customizing with, 4-8 Quick Start Wizard about, 1-10 customizing with, 4-3
R
Resizing column widths in grids, 4-35 Roles, 6-4, 6-9
S
Sample Database, 2-7 Search Defaults, 7-7 Security, 6-4 Security Profiles, 6-4 Security Rights, 6-11 Simple Search Defaults, 7-4 Starter Database, 2-7 Startup Window, 1-6 Subset Form Design, 3-11 System Defaults, 7-4 System Plan design considerations, 3-7 developing, 3-2 System Structure, 2-2 System Tables, 2-10
Tables, 2-2, 2-6, 2-8 attaching External tables, 4-11 Compound, 2-12 creating, 4-10 customizing, 4-10 deleting, 4-13 External, 2-16 HEAT, 2-17 Key Tables, 2-8 rights, 6-12 System, 2-10 Table categories, 2-10 Table Types, 2-12 Table Views, 2-18 Validation, 2-15 View Sets, 2-18 Tables Rights, 6-12 Tables Types creating, 4-11 Teams, 6-4, 6-7 Terms important, 1-2 Toolbar, 1-9
U
Unified Logins configuring, 6-15 User Accounts controlling, 6-13 Users, 6-4, 6-6
V
Validation Constraints, 5-8 Validation Feature, 4-22 Helpful Validation, 4-23 Validation Tables, 2-15 View Sets, 2-18 creating, 4-12
T
Tab Order setting, 4-34 Table Categories, 2-10 Table Editor, 4-13 toolbar, 4-15 Table Types, 2-12 deleting, 4-13 Table Views, 2-18 creating, 4-12 deleting, 4-13

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vi End-User License Agreement (EULA)

End-User License Agreement (EULA)

viii End-User License Agreement (EULA)

How HEAT Works

Designing Your System

Customizing Your Database

Maintaining Your Database

About This Guide

Audience and Expertise

FrontRange Solutions Inc.

Worldwide Contact Information

Important Terms and Concepts

Important Terms and Concepts

About the Administrator Module

About the Administrator Module

Administrator Startup Window

About the Administrator Module

Administrator Main Window

Administrator Menu Bar

About the Administrator Module

About Quick Start Wizard

About LoadDB Utility 1-11

About LoadDB Utility

How HEAT Works

How HEAT Works

Tables and fields are discussed in detail later in this chapter.

How HEAT Works

Forms and controls are discussed in detail later in this chapter.

How the Database and the Interface Work Together

How HEAT Works

The HEAT Database

How HEAT Works

How HEAT Works

About Tables 2-11

How HEAT Works

About Tables 2-13

How HEAT Works

About Tables 2-15

How HEAT Works

Advantages of Validation Tables

About Tables 2-17

How HEAT Works

How Table Views Work

About Fields 2-19

About Fields in HEAT

How HEAT Works

About Forms 2-21

How HEAT Works

Designing Your System

Designing Your System

Developing a System Plan

Developing a System Plan

System Design Questions

Designing Your System

Developing a System Plan

Designing Your System

Designing Your System

Call Log Form Design