versaSRS Training

Welcome to the versaSRS Training area!

Whether you are an Administrator or a User get up to speed quickly by following one of our learning paths.

Get started now by watching the versaSRS Crash Course for an overview of the application and core functionality.

In each learning path we will drill down deeper into usage and configuration of the application.

versaSRS
User Learning Path

This path provides the training you need to be a successful User of versaSRS.
See Path

versaSRS
Administrator Learning Path

This path provides the training you need to be a successful Administrator of versaSRS.
See Path

versaSRS Administrator Training

The aim of this learning path is to educate versaSRS Administrators on how to perform common administrative tasks in versaSRS.

Prerequisites

  • versaSRS Application
  • User account with Administrator access

Exercises

1
User Creation
Learn how to create new Users and add them to Teams in versaSRS.
Start
2
Managing Skill Groups
Create and assign Skill Groups to Teams and Users in versaSRS.
Start
3
Managing Key Sets
Create and assign Key Sets to Teams and Users in versaSRS.
Start
4
Team Creation
How to create a Team end to end in versaSRS.
Start

Exercise 1 - Adding a New User

The aim of this exercise is to educate versaSRS Administrators on how to create Users and add them to Teams.

Scope

  1. User Creation
  2. Assigning Users to Teams
Begin

User Creation



Users in versaSRS control the management of the application and ensure Cases are attended to within Teams.

Step 1 Select Manage System Users from the Administrators tab in the Administration Panel.

Select the New button on the System Users screen to create a new User.

This will populate the User Details window.

When creating a new User or managing an existing User the following screen is displayed. There are three tabbed sections where the User's details and configuration is setup.

Step 2 On the Login Details tab enter the User's Username and Password.

If the application is configured to use Windows Authentication then the Username entered here will need to match the User's Windows Login so that the application is able to authenticate the account automatically.

Step 3 Select a User Type from the drop-down list then check the Can Log On, Can Be Assigned Work, and Can Run Reports checkboxes.

versaSRS User Types

Administrator: This enables the Administrator menu options which grants access to the configuration of the application.

System User: This is a general User that can be assigned to a Team and work on Cases in the system. The Administrator menu options will not be available to this type of user.

Guest Admin: This User Type will have access to the Settings cog menu options 'Activate versaSRS' and 'Check for Updates'.

Team Administrator: This User Type has Administrator privileges only for the Teams which they are assigned to.

Step 4 Click the User Details tab and fill in the fields. This should at minimum include a First Name, Last Name, and Email Address.

Step 5 Click the Region and Timezone tab and select the appropriate Timezone and Region that applies to the User being created.

Step 6 Click the OK button to save the User to the System.

Once a User has been created they will need to be assigned to a Team and Skill Group(s) before they will be able to view and action Cases that come into versaSRS.

At this point you should understand how to create Users within versaSRS.

Assigning Users to Teams

versaSRS allows a User to be assigned to any number of Teams and Skill Groups. For a User to be assigned Cases in a specific Skill Group (and therefore Team) they must be assigned to that Team.

Step 1 Select the Manage Teams icon from the Administration Panel, under the Administrators tab.

Step 2 On the Manage Teams screen select the Team that the newly created User will be added to and then select the Users button.

Step 3 On the Manage Team Users screen select the User you wish to assign to the Team and click the > button to move them to the Current Users list.

The < button can be used to remove users from the Current Users list, and the >> & << can be used to bulk add or remove all Team Users.

If you assign a User to a Team but the User is not assigned to any of the Skill Groups of the Team, the User cannot be assigned Cases. This allows you to grant a User access to a Team but not take on the responsibility of a Case Owner.

Step 4 On the Manage Teams screen, select the User Skill Groups button.

Step 5 On the Manage Team / User - Skill Groups screen, select the User via the drop-down list and the Skill Groups can be assigned by adding them from the Team Skill Groups list to the User Skill Groups list.

Step 6 From the Security Profiles drop-down list select one of the available profiles. If no Security Profile is assigned to the User then all the Cases in the Team will be Read-Only.

To see the permissions granted to each Security Profile select the Manage Security Profiles option from the Administration Panel under the Security tab.


The User has been created and added to a Team within versaSRS and assigned a Security Profile.


Next - Managing Skill Groups


Back to Menu

Exercise 2 - Managing Skill Groups

The aim of this exercise is to educate versaSRS Administrators on how to create Skill Groups and assign them to Teams and Users in versaSRS.

Scope

  1. Skill Group Creation
  2. Assigning Skill Groups
Begin

Skill Group Creation



Skill Groups in versaSRS are used for categorisation of Cases, and controlling which Users can be assigned these Cases. Skill Groups first need to be created before they are assigned to specific Teams.

Step 1 Select the Manage Skill Groups icon from the Administrators tab within the Administration Panel.

Skill Groups can be Added, Edited, or Removed as required. It is not recommended to remove Skill Groups that have been decommissioned because any old Cases that have this Skill Group will then lose the reference.

Step 2 On the System Skill Groups screen click the Add button.

Step 3 Enter a name and description, and ensure that the enabled checkbox is checked then click OK to save.

The Skill Group has now been created in the system but in order for Users to be assigned this group it will need to be added to a Team.

Assigning Skill Groups

Step 1 Access the Team Settings through the Manage Teams option in the Administration Panel.

Select a Team and click the Skill Groups button.

Step 2 Locate the newly created Skill Group in the System Skill Groups list and move it to the Team Skill Groups list, click OK to Save.

The required Skill Groups for that Team can be dragged from the System Skill Groups box to the Team Skill Groups box.

The Skill Groups in the Team Skill Groups box will now be available in the Team. For Users to be assigned Cases in the Skill Group then it will need to be assigned to those Users.

Step 3 On the System Teams screen, select the User Skill Groups button.

Step 4 On the Manage Team / User - Skill Groups screen, select the desired User in the drop-down list and the appropriate Security Profile. The Skill Groups can then be assigned by moving them from the left side to the right side as needed.

If no Security Profile is assigned to a User then all the Cases in the Team will be Read-Only.

The new Skill Group has now been created and assigned to a Team and User(s).


Next Exercise -->
Next - Managing Key Sets


Back to Menu

Exercise 3 - Managing Key Sets

The aim of this exercise is to educate versaSRS Administrators on how to create Key Sets and assign them to Teams in versaSRS.

Scope

  1. Key Set Creation
  2. Assigning Key Sets
Begin

Key Set Creation




versaSRS allows you to create unique Key Sets for each Team, which can assist with Case logging, Case filtering, and driving Case logging specifics.

Pre-defined Case Templates and Update Templates can be applied based on Key Set selections - making logging a Case fast and efficient.


Keys are defined through the Administrators menu and can be managed and created by Users who have Administrator access (Administrators > Manage Keys 1, 2, and 3).

Step 1 Select the Manage Key icons within the Administration Panel and select Manage Key 1.

Step 2 On the Key Manager screen, select Add.

Enter the name of the Primary Key you wish to create. Ensure that a Key with the same name does not already exist, it is not recommended to repeat Key names.

Step 3 Repeat this process to add a Secondary and Tertiary key. In the next lesson these will be linked together to create a Key Set within a Team.

Once the individual Keys have been created they are available to be added as part of a Key Set to a Team.

At this point you should understand how to create Key Sets within the application. Once 'Primary', 'Secondary', and 'Tertiary' keys have been created, you need to assign Key Sets for use in the system. This is done in the Team Management area.

Assigning Key Sets

Step 1 Access the Team Settings through the Manage Teams icon in the Administration Panel.

Select a Team and click the Key Sets button.

Step 2 Set the Key 1, Key 2, and Key 3 selections to the newly created Keys from the previous lesson.


Default Priority, Case Template, and Update Templates can also be applied to each individual Key Set.

Key Sets can be imported from existing Teams. In the Import Team Key Sets section in the middle of the screen, select an existing Team and press Import.

Step 3 Click Add to add the Key Set to the Team.

Key Sets can drive Priority and Due Dates when logging a Case, as well as providing the ability to display Custom Defined Operator Prompts.

Key Set combinations can be used by Users to define components of the Case at logging; the keys defined within the system will reflect the needs of your business.

At this point you should understand how to create and assign Key Sets within versaSRS.


Next Exercise -->
Next - Team Creation


Back to Menu

Exercise 4 - Team Creation

The aim of this exercise is to educate versaSRS Administrators on how to create Teams in versaSRS.

Scope

  1. General Team Setup
  2. Due Dates
  3. Visual Alerts
  4. Escalations
  5. Templates
  6. Team Email
Begin

General Team Setup

Part 1

Part 2



A Team is the top level structure in most Help Desk systems, in versaSRS a Team may have an email address assigned to it (for example support@versadev.com). When the versaSRS Windows Services are installed, this allows emails to be routed to a specific Team and logged as a new Case.

Step 1 Select the Manage Teams icon from the Administration Panel, under the Administrators tab.

Step 2 Select the Add button on the System Teams screen.

Step 3 This will launch the Manage Team screen where the Team can be setup. On the General tab, enter a Team Name, Primary Display Name, Primary Address (email address of the Team), set the Priority Start (default priority), Timezone, and set the Status checkbox to enabled.

Due Dates

Each Team in versaSRS has an associated set of working hours and priority times.
The 'Include only weekdays' checkbox enables the Due Date calculation to exclude weekends.
The priority times are set to determine the default Due Date assigned to a Case by the system. Time is only calculated within the working hours that are set unless the Absolute checkbox is checked for a Priority.

Step 1 Click the Due Dates tab.


The mandatory fields that must be input on the Due Dates tab in order to create a new Team are:

Start Time: This sets the start time for the working hours.

End Time: This sets the end time for the working hours.

Priority Settings 1-10 #Mins: This sets the number of minutes that the Due Date is calculated from.

Step 2 Set the working hours to be 8am to 5pm and enable the 'Include only weekdays' checkbox.

Step 3 Fill out the Team Priority Settings to match the image below.

The number of minutes specified for each priority will increase the Due Date of a Case by that amount, excluding the time outside of working hours.

At this point you should be able to create a new Team within versaSRS. More customisations can be added to the newly created Team, these are detailed in the below lessons.

Visual Alerts

The Visual Alerts are used to change the colour of the Cases listed in the Team view based on elapsed percentage of the Due Date time frame.
Colour can be selected by pressing the highlighted icon in the below picture or entering the colour code manually, e.g. entering #bbb displays a light grey colour.

Step 1 Fill in the Team Visual Alerts the same as the below image.

In this configuration when a Case is logged it's listing will remain white, after 15% of the time from the logged date to the Due Date has elapsed the listing will go purple until 50% where it will turn blue and so on.

At this point you should be able to create Visual Alerts for the new Team within the application.

Escalations

10 escalation levels can be set by entering email addresses and then specifying a time in minutes relative to the Due Date to trigger the escalation notification.

Step 1 In the first escalation level add -120 for the trigger time and add your email address to the Recipients list.


This will result in an escalation alert email being sent to you for any current Case that reaches 2 hours before the Due Date. The Escalation Alert Template can be configured in the Case Templates tab of the Manage Team screen as detailed in the next lesson.

Templates

This tab contains the templates for all of the automated notifications for Cases in versaSRS. Each notification template has a Subject and a Message.

The Due Date Alert and Estimated Solution Date Alert templates allow a trigger time to be set.

Step 1 Add your choice of content for the Subject line of the Open Confirmation template. For example: Open Case Acknowledgement: [CALLID]

Pre-defined System Tags, such as [CALLID], can be used in the templates or any outgoing emails and will be replaced with the actual information from the Case.

Step 2 Double click the Message box to display the HTML editor. Add some text here which will be the email body of the Open Confirmation email. Select File > Save & Exit to Save the template.

Beneficial Tags that can be used in the templates Subject and Message are: [CALLID] (Ticket number), [QUEUE] (Name of the Team), and [PROBLEM] (Subject of the Ticket).

For example, double click the Message field and add the below pictured text into the HTML editor.

Step 3 In the Open Confirmation section, check the "Send Open Confirmation for non interactive User logging" checkbox to enable the notification.

Now when a Case gets logged to this Team the Open Confirmation email will be sent automatically to the Requestor(s) letting them know that their Case has been created.

Step 4 Add a Subject and Message for the Closed Confirmation template to create the automated response to be sent when a Case is Closed.

There are many other Notification Templates that can be defined here and in the Problem, RFC, and Task Template sections. For a full description of each please view the Online Help here.

Step 5 Click the Update Templates tab.

On the the Update Templates tab, Case Templates can be selected for different types of Case Updates. The selected template will then be applied by default for that type of Case Update.
In this example, the selected Case Template will be used in the Case Update.

Step 6 Click the Notifications tab.

This tab allows the configuration of the triggers for Watcher notifications for the Team. You can also specify which notifications the Primary and Secondary Requestor(s) should receive. A Case template can be specified for each individual type of Notification. For this exercise we can leave the default settings.

Case Templates can be found and created by selecting the Case Template icon within the Administration Panel.

At this point you should be able to create and define Templates, and send notifications emails from the Team.

Team Email

This tab allows the configuration of the SMTP settings to be done at the Team level, meaning that separate SMTP settings can be used for different Teams.

Step 1 Enter the settings for an email account by filling in the fields on this tab. The example given below is based on an Office365 account.


Active: Enables the SMTP Configuration set at the Team level to be used when sending emails.

SMTP Server: Name or IP address of SMTP server. Example 1: localhost Example 2: 127.0.0.1 Example 3: ACMEEX.

SMTP Port: Port number of SMTP Server.

Protocol: Defines the mailing protocol to use for sending emails from this Team.

SMTP Account: Defines the Account/Username to be used when SMTP is enabled for an individual Team.

SMTP Password: Defines the Password for the SMTP Account/Username.

SMTP Authentication: Governs whether SMTP is enabled or disabled and the type of authentication.

SMTP SSL/TLS: Defines the security encryption protocol to use when sending emails.

Start TLS: Enable SMTP SSL / TLS (Only Applies if SMTPSSLTLS Is Not "None").

SMTP Date Header Format: SMTP Date Header Format ("ddd, dd MMMMMMMMM yyyy HH:mm:ss").

SMTP Date Header TimeZone: SMTP Date Header Time Zone (" +0930" (Note: the white space prefix)).


Once this is configured with a valid email accounts correct settings the Team will be able to send outgoing email(s) from Cases.

The general Team setup is now complete. Users, Skill Groups, and Key Sets will need to be added to the Team. Please see the previous exercises in this series for creating and adding these.




Back to Menu

Exercise 5 - Templates

The aim of this exercise is to educate versaSRS Administrators on how to create and set default Templates in versaSRS.

Scope

To skip to a specific topic select Begin and click the corresponding heading.
  1. Case Templates
      2. Default Case Template applications:
      1. Key Sets
      2. versaForm
      3. Scheduled Cases
      4. Routing Rules
      5. Contracts Notifications
      6. Asset / Warranty Notifications
  2. Update Templates
      3. Default Update Template applications:
      1. Case Updates
      2. Team Settings
      3. Key Sets
      4. Scheduled Reports
  3. Task Templates
      1. Standard Tasks
      2. Workflow Tasks
  4. Problem Templates
  5. RFC Templates
    6. Begin

Case Templates




Case Templates allow predefined Case details and categorisation to be saved and applied as required to new or existing Cases. Using a Case Template is a powerful way of quickly logging a new Case - enabling you to auto-populate the Case Logging screen. Case Templates have been integrated into versaSRS configuration to provide automation where possible.

Case Templates - Create and Edit

Step 1 Select the Case Template icon from the Templates & Scheduling tab within the Administration Panel.

This will display the Case Templates screen where templates can be created, edited, and deleted.

Step 2 Click New to launch the Case Template Properties screen, here enter a Subject and the Details of your choice.

Placing the [IGNORE] tag in the Subject and Details of the Case template will result in those areas not being overwritten when applying the Template to an existing Case or when a Case gets logged via email.

Step 3 On the right side select the Team that the Template will assign the Case to and any other categorisations you need to set. Select Save and Exit to Save.

At this point you can create a Case Template within the application. The created Case Template can be applied to several areas as detailed below.

Case Templates - Cases

Case Templates can be applied directly to Cases.

Step 1 Create a new Case from the top navigation menu or open an existing Case.

A Case Template can be applied to a Case by selecting the Template icon on the top menu.

Step 2 Click the Template icon, this will populate a list of System (Case) Templates that you can apply to the Case. Select a Case Template and click Apply.

You will be prompted with a message if one or more Tasks are within the Case Template. Select OK to add the Task(s) to the Case or select Cancel if you do NOT want to add the Task(s).

Step 3 The categorisation details that were defined for this Case Template will now apply to the Case. Select Save and Exit to retain the changes.

At this point you know how to apply a Case Template to Case(s) within the application.

Case Templates - Key Sets

When defining a Key Set a default Case template can be assigned to be used for Cases matching this Key Set. When this Key Set is selected the User will be asked if they would like to apply the associated Case template. This makes logging a Case fast and efficient.

Step 1 Select the Manage Teams icon from the Administration Panel, under the Administrators tab.

Step 2 On the System Teams screen, select a Team and click the Key Sets button.

Step 3 On the Key Sets screen, select a Case Template and set values for Key 1, Key 2, and Key 3. Click the Add button to create a new Key Set with a Case Template.

The created Key Set will be shown in the Current Key Sets section at the bottom of the Key Sets screen.

Step 4 Create a new Case or open an existing Case, set the values for Team, Key 1, Key 2, and Key 3, ensure they are the same as the Key Set you created above in Step 3. You will be prompted with a message about applying the associated Case Template for the selected Key Set. Select OK to apply the Template.

At this point you know how to create a Key Set with an associated Case Template, and how to quickly apply it within the Case screen.

Case Templates - versaForms

The versaForms module has an updated user interface which allows Controls to be dragged and dropped to the Form design area. Custom Styles, Custom Scripts, and Case Templates can be used to enhance created Forms. versaForms is included with an Enterprise license and is available to be purchased additionally for all other license types. Please Contact Us for further details.

Step 1 In order to use versaForms the correct settings must first be enabled in the versaSRS Global Settings, located in the Settings menu under the Cog icon on the top right of versaSRS.

Locate the Application Property FormsModule, select versaForms from the drop-down menu, and click Apply.

Reload the Global Settings by clicking the Cog icon , located on the top left of the Global Settings, as shown in the picture below. It is crucial to reload the Global Settings after any changes are made to them, this ensures the changes are reflected in versaSRS.

NOTE: Reloading the Global Settings breaks all current, logged in User session(s), we recommend performing reloads outside of regular business hours.

Please note that the original Form building option 'Classic Form Creation Tool (FCT)' is still available, it can be enabled by selecting this option from the FormsModule drop-down within the Global Settings; Case Templates are not able to be used with classically created Forms.

Step 2 Create a new Case Template that has [IGNORE] in the Subject and [versaForm] in the Details, and name it 'Default versaForm Template' (or something similar), this can be used with any versaForm to retain the entered information.

Step 3 Select the Forms icon from the Manage tab within the Administrator menu.

Step 4 When the versaForms Library launches you will have the ability to add new Forms, edit existing Forms, Review & Complete a Form, and view all Submission Results.

Step 5 Select the New button on the top left to create a very basic Form.

All Controls on the left side can be dragged and dropped onto the Form area. Please refer to our Onlne Help regarding the versaForms - Controls for further information.

Step 6 On the right side of the versaForms screen, on the Form Properties tab, at a minimum ensure there is a value in the fields outlined in red in the image below, and the outlined checkbox is ticked.

Step 7 Drag and drop the Text Box Control from the left of the screen to the centre as shown in the below image. Ensure that the Show In Case checkbox is checked, then select Save Form.

Step 8 The created versaForm should show in the versaForms Library, select Review & Complete to view the versaForm.

Step 9 Fill out the Form then select Submit, this will log a new Case based on the predefined Case Template. The Case number will be displayed on the submission screen as shown in the below image.

The Case Details of the logged Case will show the specified content from the Forms' Case Template Case Details section. All of the submitted Form information can be found on the Forms tab in the created Case which can be double clicked to view.

When Cases are logged through Form submissions any attachments logged with the Case will show on the Case Details tab, and can only be viewed or downloaded from this section when the Reading Mode checkbox at the bottom of the screen is ticked. Otherwise, you can acces them via the inner Attachments tab within the History tab on the Case.


At this point you can create a basic versaForm and have the submitted versaForm log a Case within versaSRS based on a specific Case Template.

Case Templates - versaChat

versaChat uses a Case Template to define the layout of Cases that will contain the chat transcript.


Step 1 Ensure that within the Global Settings the Application Properties of versaChat, and versaChatLogCallOnClosure, are set to 'Enable', and 'Yes, Log Call Automatically', respectively.

For ease of use we have recommended setting the versaChatLogCallOnClosure Property to 'Yes, Log Call Automatically', this can also be set to 'No, I will do this manually'.

When making changes to the Global Settings you need to reload them by clicking the reload icon on the top left of the screen. Reloading Global Settings automatically logs out all active Users, be wary of this when performing the reload.

Step 2 Open the System Templates - Cases screen located on the Templates and Scheduling tab. Determine the Case Template you wish to use for the versaChat transcript and take note of it's ID, this will be shown next to the Template on the System Templates screen.

Step 3 Locate and Open the Web.config file that controls the versaChat configuration settings. Default location: C:\Program Files (x86)\VersaDev\versaSRS\versaChatWebAPI\Web.config

Step 4 Edit the value for the key "CallTemplateID" to be the same value as the chosen Case Template ID from Step 2.

Step 5 In order to see these changes reflected in versaSRS, save the Web.config file and refresh the application.

If the setting to automatically log chats is not enabled, it can be manually turned into a versaSRS Case by clicking the Case icon (shown circled in the below image).

At this point you are able to define a Case Template for versaChat so any Cases logged into versaSRS via this method are created based on this Template.

Case Templates - Scheduled Cases

Scheduled Cases use Case Templates to define the layout of any Case that will be logged via this method. The Scheduling Engine is designed to log Cases based on a Case template and associated recurrence pattern, this feature is ideally suited for Customer follow up and reminders.

Step 1 Scheduled Cases can be managed by selecting the Scheduled Cases icon within the Templates & Scheduling tab in the Administration Panel.

Step 2 This will display the System Schedules screen where the Scheduled Cases can be created, edited, and deleted.

Step 3 Select New button to create a new Scheduled Case or open an exisiting one, this will display the Schedule Jobs screen as shown below. Select a Template from the drop-down in the Job details section (outlined in the below image), and set a recurrence pattern of your choosing. Click OK to Save.

The above example will log a Case on Mondays at 9:00am based on the Case Template specified.

At this point you can create Scheduled Cases and set a Case Template for them within versaSRS.

Case Templates - Routing Rules

Routing Rules have the option to set a Case Template so that when the Rule is triggered these Cases will be logged based on the Template.

Step 1 To manage Routing Rules select the Routing Rules icon from the Administration Panel under the System Tools tab.

Step 2 This will populate the Routing Rules screen where the Rules are sorted into alphabetical tabs and can be created, edited, or deleted.

Step 3 Select New to create a Routing Rule, this will display the Manage Routing Rule screen. On the Routing Rule tab, enter a name for the Routing Rule, select a Case Template from the drop-down, and ensure the 'Apply Routing Rule' and 'Send Open Confirmation' box are ticked.

NOTE: You will learn more about Routing Rules in Exercise 7.

Step 4 On the Conditions tab, tick one of the Rule Conditions checkboxes and enter the information that will cause a match, then click OK to Save.

The below example searches for the keywords support and supply, this Routing Rule will be triggered by any incoming email containing one of these keywords in the subject line.

At this point you can create a Routing Rule with an assigned Case Template within versaSRS.

Case Templates - Contracts Notifications

Contracts can be created for versaCRM records which allow for various criteria and information to be captured. The Notifications in the Contracts can be setup with automated notifications Case Template for contract expiry.

Step 1 Case Template for the Notifications in Contracts can be defined in Global Settings. Select the Cog icon on the top right corner of the application and select Global Settings.

Step 2 Locate the ContractNotificationTemplateID property on the left and select one of the Case Templates for Contract Notification.

Step 3 Select Apply to Save and click the Reload button to reload the Global Settings.

A Case Template has now been applied for Notifications in Contracts Module. The below steps will show how to create a Contract and setup a Notification to create a new Case with the predefined Case Template when the predefined Due Date in the Contract is matched.

Step 4 Select the Contact icon on the left navigation menu. When the versaCRM Contacts list is opened, double clicking to open one of the Contacts.

Step 5 A new Contract can be created by selecting the Contracts tab within a versaCRM record and clicking the New button in the top left corner.

Existing contracts will be listed in the Contracts screen located on the left navigation menu of versaSRS (see below picture). They can be opened or edited by double clicking on the records.

Step 6 Either create a New Contract or open an exisiting Contract, fill in the mandatory fields (Contract Title, Organisation, Contact, Owner, Signed By, Start Date, End Date, Contract Type and Contract Status) as in the example below.

Step 7 All of the Notify buttons in the below picture will populate a new Case screen with the predefined Due Date in the Contract and the predefined Case Template has been applied.

The logged Case will be in Dormant Status and the Due Date of the this Case will be triggered in 1 day before the End Date of the Contract, the Due Date of the Case will depend on the Priority settings for the Team.
In this example, the Priority 1 is defined as 240 minutes (4 hours) for the Team (Account), the calculation is 1 day prior the Contract expiry plus 4 hours of 08/04/2025 5:00pm, so the Due Date is 07/04/2025 1:00pm as shown in the below picture.
Calculation: 08/04/2025 5:00pm minus 1 day equals to 07/04/2025 9:00am. Then add 4 hours equals to 07/04/2025 1:00pm.

At this point you can create an automated notification Case with a Case Template in Contract Module.

Case Templates - Asset / Warranty Notifications

A Case Template can be setup to be used as a notification for Assets and Warranty expiries.

Step 1 Case Template for the Warranty in Asset Module can be defined in Global Settings. Select the Cog icon on the top right corner of the application and select Global Settings.

Step 2 Locate the WarrantyNotification and WarrantyNotificationTemplateID properties on the left. Select one of the Case Templates for Warranty. Define a time in WarrantyNotification property in order to log a Case prior to the Warranty Expiry Date. Example: value = -1440 (The Ticket logged date will be 24 hours prior to the Warranty Expiry date).

Step 3 Select Apply to Save and click the Reload button to reload the Global Settings.

A Case Template has now been applied for Notifications in Assets Module. The below steps will show how to create an Asset and setup a Notification to create a new Case with Case Template and predefined Due Date.

Step 4 Assets can be accessed from the versaAsset Search module which is available in the Spinner icon on the top left of versaSRS under the Manage tab.

Alternatively, versaAssets Search can be located on the Tools menu on the left navigation menu of versaSRS.

Step 5 This will display the Asset Search window within the preview pane (see below picture). Full screen mode will be enabled by double clicking on the top of the preview pane.

Step 6 Select an Asset Type in the drop-down next to the New Asset button and click New Asset icon to create a new Asset. Alternatively, an exisiting Asset can be searched and opened by searching and double clicking on it.

Step 7 On the General tab of New Asset screen, fill in the details as in the example below.

Step 8 On the Warranty tab, fill in the mandatory field (Expiry Date) as in the example below. Select Apply to Save.

Step 9 Select the Notify button as shown in the previous picture. This will populate a new Case screen with the predefined Due Date and the predefined Case Template has been applied.

The created Case will be in Dormant Status, the Due Date of the this Case will be 1 day before the End Date of the Warranty expiries and the Due Date will depend on the Priority settings for the Team. Please note that the time (e.g. 1 day) can be configured in WarrantyNotification property in Global Settings.
In this example, the Priority 1 is defined as 240 minutes (4 hours) for the Team (Account), the calculation is 1 day (-1440 minutes) plus 4 hours of 30/04/2025, so the Due Date is 29/04/2025 as shown in the below picture.
Calculation: 30/04/2025 minus 1 day equals to 29/04/2025 9:00am, then plus 4 hours Priority time of the Team equals to 29/04/2025 1:00pm as shown in the below picture.

At this point you can create an automated notification Case with a Case Template for Warranty in Asset Module.

Update Templates




Update Templates allow a predefined Case Update to be applied to a Case. This can be used for standardised email responses, Case Status changes, and Comments.

Update Templates - Create and Edit

Step 1 Select the Update Template icon from the Templates & Scheduling tab within the Administration Panel.

This will display the Update Templates screen where Templates can be created, edited, and deleted.

Step 2 Click the New button to launch the Update Template screen. Alternatively, select Edit to edit an exisiting one.

Tags such as [CALLID] and [PRFIRSTNAME] can be used in Update Templates to auto-fill the corresponding field(s) from the Case information. This allows for dynamic templating based on the Case that is being Updated. A full list of the available tags can be found here.

Step 3 Fill in or select a value for each field and click File >> Save & Close to create the Update Template.

At this point you can create an Update Template within the application.

Update Templates - Case Update

Update Templates can be applied directly from the Case Update window.

Step 1 Select the My Cases option from My Views in the left navigation menu.

Step 2 The My Cases screen will be shown in the main pane, double click one of the existing Cases.

Step 3 Select Update on the top of the Case screen.

Step 4 Once on the Case Update screen select the Template icon, shown highlighted in the below image.

Step 5 Locate the Update Template you created in the previous exercise and click Apply to see how the Template applies to the Case Update.

Step 6 If the Template's Update Type is set to 'Send Email' or 'Response to Requestors' the Update button will change to Send in the Update screen. Click the Send/Update button to Update the Case.

At this point you can apply an Update Template to a Case Update within versaSRS.

Update Templates - Team Default Replies

Within the Team Settings under the Update Templates tab, default Update Templates can be applied so that when performing that type of Update on a Case, the default template will be applied automatically. These default templates can be set for Updates, Replies, Forwards, and Closures.

Step 1 Select the Manage Teams icon from the Administration Panel, under the Administrators tab.

Step 2 This will populate a System Teams screen where Teams can be added, edited, and deleted. Select a Team and select Edit.

Step 3 On the Manage Team screen, select the Update Templates tab. Select an Update Template for the Team.

This Update Template for the Teams allows Teams have their own Update Templates.

An Update Template will be applied to the Close Template for the Team (IT Support) in the below example.

Step 4 Select an Update Template for the Close Template as shown below. Select OK to Save.

Step 5 Open My Cases from My Views on the left navigation menu. Right click on an existing Case and select Update > Closed.

The defined Close Template (Team Settings > Update Template > Close Template) will be applied only via the right click menu.

Close Template will not be applied automatically if the Case is updated from the Case Update screen. In this example, Close Template will need to be applied manually (refer to Update Templates - Case Update).

Step 6 An Case Update screen with a predefined Update Template will be populated. Select one of the Closure Types and click Send to Close the Case.

At this point you can apply Update Templates for specific Teams and apply the Update Template automatically via the right click menu.

Update Templates - Key Sets

The Update Templates can also be associated with Key Sets so that when the Update button is clicked on a Case it will load with the Update Template that matches the Key Set on the Case. This makes Updates fast and efficient. Administrator access requires to perform this step.

Step 1 Select the Manage Teams icon from the Administration Panel, under the Administrators tab.

Step 2 On the System Teams screen, select a Team and click the Key Sets button.

Step 3 On the Key Sets screen, select an Update Template and set the Key 1, Key 2 and Key 3. Select Add button to create a new set of Key Set with a Case Template. E.g. Select IT Support as a Team, Quotation Template as Update Template, Key 1, Key 2 and Key 3 are Invoice, Project and In-Complete respectively.

The created Key Set will be shown in the Current Key Sets section at the bottom of the Key Sets screen. The below example shows how to apply the created Key Set to the Case Update.

Step 4 Create a new Case or open an existing Case, select the Team and select the Key 1, Key 2 and Key 3. Please ensure that the selections are the same as the Key Sets you created in step 3. Enter the mandatory fields such as Subject and Details. Select Save to log a Case.

The Update icon will be populated once the Case has been logged.

Step 5 Select the Update icon as shown in the above picture to create a Case Update. The Update screen will be automatically populated with a predefined Update Templates according to the Key Set. Enter the mandatory fields (To: and Details of the email), select Send to send the email.

This will speed up the process of performing bulk actions. For example, you can set a Key Set for similar Cases, then Update them by clicking the Update button to populate the Update Template.

At this point you can apply an Update Template for a Case Update quickly by selecting a Team and the appropriate Key Sets within the Case.

Update Templates - Service Catalogue

The Service Catalogue items in SRSConnect use Case Update Templates to define the template text that SRSConnect Users will see and fill in when logging a Case.

Step 1 To manage the Service Catalogue(s) select the Service Catalogue icon within the Administration Panel under the Administrators tab.

Step 2 This will display the Service Catalogue list that can be edited and deleted. Select Add to create a new Service Catalogue or select Edit to edit one of the existing one.

Select one of the Update Templates for the Service Catalogue and select Update.

The below example shows how to apply the Update Template to the created Service Catatlogue.

Step 3 SRSConnect can be located in the Favourites icon on the left navigation menu on the left of the versaSRS.

Alternatively, SRSConnect can be accessed by entering the URL on your browser which is set up during the installation phase of versaSRS, e.g. http://yoursite.net/SRSConnect/.

Step 4 Enter the credentials to log onto the SRSConnect.

Credentials can be created on the SRSConnect tab of versaCRM Contacts within versaSRS. The Can Logon checkbox will need to be checked in order to log onto the SRSConnect successfully.

Step 5 Log into SRSConnect. Select the Service Catalogue on the left menu and click one of the Service Catalogues at the bottom part of the SRSConnect as shown in the below picture. The *** New Service *** Service Catalogue has been selected in this example.

Step 6 The "Log A New Case" screen will be populated with the predefined Update Template. Enter details and click Send to log a Case.

This will log a new Case into the versaSRS with the User of the SRSConnect as a Primary Requestor.

At this point you can apply an Update Template for a Service Catalogue within versaSRS and log a new Case via the Service Catalogue within the SRSConnect.

Update Templates - Scheduled Reports

The Update Templates can also be associated with Scheduled Reports. Reporting Dashboard reports with Update Templates can be scheduled with the Report Scheduler and delivered as a once off or periodically.

An Email Template for the Schedule Report will be required when creating a Schedule Report, it can be created by Update Template. Please refer to Update Templates - Create and Edit for details.

Step 1 Create an Update Template so the Schedule Reports can use it for sending emails. On the Edit Template screen, enter the mandatory fields as highlighted in the below picture. Select File > Save & Close to Save.

The below tags can be used in the Update Template.

[SCHEDULER_REPORT_NAME] Name of the Report.

[SCHEDULER_REPORT_RUN_DATE] Execution date and time of the Report.

[SCHEDULER_REPORT_START_DATE] Starting date and time of the Report.

[SCHEDULER_REPORT_END_DATE] Ending date and time of the Report.

[SCHEDULER_REPORT_DATA] Report output if not sent as attachment. This tag only displays in the content of the email if the Report is exported as inline-html.

[SCHEDULER_REPORT_URL] The URL of the Report (For live report access).

The below steps apply a valid URL to the Scheduler and versaSRS so that the Schedule Report can access the valid URL and send Schedule Reports.

Step 2 Access the Global Settings by selecting the Cog icon on the top right.

Step 3 Locate the versaSRSURL Property and enter a valid URL. Select Apply to Save.

Step 4 Reload the Global Settings by selecting the Cog icon on the top left of the Manage Global Settings screen.

Step 5 Locate the VersaSRSScheduler.exe.config file under the folder versaSRSWindowsServices, default location of the file as shown in below:
C:\Program Files (x86)\VersaDev\versaSRS\versaSRSWindowsServices\VersaSRSScheduler.exe.config

Step 6 Edit the VersaSRSScheduler.exe.config file by right clicking on it and selecting Edit. Add a valid URL as entered in Step 3 into the value of the ReportURL key. For example, adding value="http://yoursite.net/reporting_dashboard.aspx" in the value of the ReportURL key as highlighted in the below picture. Save the config file.

The below steps show how to restart the Scheduler Service once the config file has been changed.

Step 7 Search and run the Services by searching it in the Search bar located at the bottom left of the Windows.

Step 8 On the Services screen, locate the VersaSRSScheduler, right click and select Restart to reload the Service. Alternatively, the Restart button can be selected in the middle of the Services screen.
Note: The VersaMailOut will need to be started in order to send outgoing email(s) from the application.

The below steps apply the created Update Template to the Schedule Report.

Step 9 The Report Scheduler can be accessed by clicking the versaSRS Spinner icon >> Templates & Scheduling >> Scheduled Report.

Step 10 This will display the Scheduled Reports screen where New schedules can be created or existing ones edited. Select New to create a new Schedule Report.

In the below picture, on the Schedule Report tab, the Schedule Report with an inline Report will be send via email on weekdays.

The above example will trigger a Schedule Report starting from 01/04/2021 10:49:00am on weekdays.

Step 11 On the Report Parameters tab, it allows the selection of the Report Parameters that will be passed into the Report when it is running. The parameters required will differ depending on the Report that is selected for the Schedule. Common parameters used are the Start Date and End Date and Team. In the below example, the Report will show between the past 10 years (Start Date, This Year, -10) and future 1 year (End Date, This Year, +1) of IT Support Team.

Step 12 Select OK to start the Schedule Report. A reminder message will be then prompted as shown below. Please ensure the start day on the Schedule Report tab is set for today or the future, otherwise the schedule will be back dated.

The Admin account reads the Report and send it via the email(s) according to the settings of the Schedule Report. Ensure that the Admin account is set in the Team, otherwise the attachment in the Schedule Report not be showing as the Admin account is not in the Team according to the security reasons.

The URL of the Report [SCHEDULER_REPORT_URL] uses the User's account to access the Report.

If using export as inline-html, the [SCHEDULER_REPORT_DATA] tag shows the content of the Report in the email. If the Schedule Report exports as HTML, MS Word, Ms Excel or PDF, the [SCHEDULER_REPORT_DATA] tag will not be showing the content of the Report in the email.

At this point you can apply an Update Template for a Schedule Report within versaSRS. This is important such as creating a Report to monitor all of the Mail Services or User's daily workloads.

Task Templates - Create, Edit and applied area

Task Templates allow predefined Task details and categorisations to be saved and applied as required to new or existing Tasks.

Step 1 Task Templates are created by selecting the Task Template icon within the Administration Panel.

Step 2 This will display the Task Templates screen where templates can be created, edited, and deleted.

Step 3 On the Details tab of the Task Templates Properties screen, enter the following mandatory fields:
Name of the Template and Title of the Task.

When the Send / re-send task notification checkbox is checked, the Requestor(s) will receive a task notifcation when a Task with this Task Template has logged.

On the Assigned To tab, enter the following mandatory fields:
First Name, Last Name, and Email Address.
Select Save and Exit to Save.


At this point you can create a Task Template within the application. The created Task Template can be applied to several areas as shown below.

Task Templates - Tasks

Task Templates can be applied directly on the Task window.

Step 1 Create a new Task (Open an existing Case > Tasks tab > select New) or Open an existing Task (Open My Tasks from My Views on the left navigation menu, double click to open an existing Task). A new Task will be shown in the below example.


Step 2 A Task Template can be applied to a Task by selecting the Template icon on the top menu.

At this point you can apply a Task Template for a Task within the application.

Task Templates - Workflow Task

Task Templates can be created in a series and applied as Workflow Tasks where the completion of a Task will trigger the next Task Template to be assigned.

Step 1 Create 2 new Tasks for Workflow (refer to Task Templates - Create, Edit and applied area).

Step 2 On an existing Case, go to the Task tab, select New to create a new Task.

Step 3 Select the Task Template icon and apply to the first Task and Save it. Create the second Task and apply the second Task Template to this one. On the Task tab with the Case, it shows two Tasks as shown below.

Select the Workflow button to create a Workflow.

Step 4 This will populate a Task Workflow screen, drag and drop the Task from the Available Tasks field to the Workflow Tasks field, select Save and Close to Save.

The order of the Tasks in Workflow will show the Tasks according to the order in the Workflow Tasks.

Step 5 On the Task tab within the Case, a Workflow Cog icon will show on the left of every Task. It shows that the Tasks are now in a Workflow.

At this point you can apply a Task Template for a Workflow Task within the application. The completion of the first Task will trigger the next Task Template to be assigned.

Problem Templates - Create, Edit and applied areas

The create, edite and applied areas for Problems Templates are similar to Case Templates. Please refer to the Case Templates - Create and Edit for details.

RFC Templates - Create, Edit and applied areas

The create, edite and applied areas for RFCs Templates are similar to Case Templates. Please refer to the Case Templates - Create and Edit for details.


Next Exercise -->
Next - Scheduled Cases


Back to Menu

Exercise 6 - Scheduled Cases

The aim of this exercise is to educate versaSRS Administrators on how to create Scheduled Cases in versaSRS.

Scope

  1. Creating Scheduled Cases
Begin

Creating Scheduled Cases



Cases can be scheduled in versaSRS to log periodically on particular dates and times. This allows for periodically recurring Cases to be logged and assigned to the appropriate Users for actioning. A Scheduled Case will be logged based on a Case Template. Please refer to Administrator Training Lesson 5 - Templates for further details about Case Templates.

The below steps apply a valid URL to the Scheduler and versaSRS so that the Schedule Case can access the valid URL and send Schedule Cases.

Step 1 Access the Global Settings by selecting the Cog icon on the top right.

Step 2 Locate the versaSRSURL Property and enter a valid URL. Select Apply to Save.

Step 3 Reload the Global Settings by selecting the Cog icon on the top left of the Manage Global Settings screen.

Step 4 Locate the VersaSRSScheduler.exe.config file under the folder versaSRSWindowsServices, default location of the file as shown in below:
C:\Program Files (x86)\VersaDev\versaSRS\versaSRSWindowsServices\VersaSRSScheduler.exe.config

Step 5 Edit the VersaSRSScheduler.exe.config file by right clicking on it and selecting Edit. Add a valid URL in the "VersaSRSScheduler.SysService.SystemService" key. For example, adding value="http://yoursite.net/VersaSRSWebServices/services/system_service/system.asmx" after the key as shown in the below picture. Save the config file.

The below steps show how to restart the Scheduler Service once the config file has been changed.

Step 6 Search and run the Services by searching it at the bottom left of the Windows.

Step 7 On the Services screen, locate the VersaSRSScheduler, right click and select Restart to reload the Service. Alternatively, the Restart button can be selected in the middle of the Services screen as shown in the below picture.
Note: The VersaMailOut will need to be started in order to send outgoing email(s) from the application.

The below steps show how to create a Schedule Case.

Step 8 Scheduled Cases can be managed by selecting the Scheduled Cases icon within the Templates & Scheduling tab in the Administration Panel.

Step 9 This will display the System Schedules screen where the Scheduled Cases can be created, edited, and deleted.

Step 10 Create a new Schedule Case or open an exisiting one, this will display the Schedule Jobs screen as shown below. Select a Case Template in the Job details section. In the Recurrence pattern section, select Weekly, Recur every 1 week on Monday. In Range of recurrence section, select a Start date and select No end date. Select OK to Save.

The above example will generate a Case on Mondays at 9:00am based on the specified Case Template. Schedule Cases can be used as a reminder or weekly Task such as weekly server backup, meeting etc.

Result A Case will be logged every Monday at 9:00am as shown below.

At this point you can create a Schedule Case with a predefined Case Template within versaSRS.


Next Exercise -->
Next - Routing Rules


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Exercise 7 - Routing Rules

The aim of this exercise is to educate versaSRS Administrators on how to create Routing Rules in versaSRS.

Scope

  1. Creating Routing Rules
Begin

Creating Routing Rules



Routing Rules allow Administrators to define special criteria which governs where incoming email messages are sent.

Step 1 To manage Routing Rules select the Routing Rules icon from the Administration Panel under the System Tools tab.

Step 2 This will populate the Routing Rules window where you can create, edit, or delete Routing Rules.

Step 3 Either select New to create a Routing Rule or select Edit to edit an existing one. On the Manage Routing Rule window that opens, enter a name for the Routing Rule, and set a Case Template and Update Template if it is needed. Ensure the 'Apply Routing Rule' and 'Send Open Confirmation' checkbox are ticked.

NOTE: Unless a Routing Rule is designed to catch Spam/Junk emails, always tick the Send Open Confirmation checkbox, and the Team settings will control the final action.

Instead of using a Case Template, Properties can be selected manually in the Route section of the Manage Routing Rule screen.

Checking the Send Open Confirmation will enable the Open Confirmation email to be sent when the Case is logged via a Routing Rule. Open Confirmation Template must be configured in the Team Settings of the Team the Case will be logged in.

Step 4 On the Conditions tab, check one of the Rule Condition checkboxes and enter the Rule details. This will apply the conditon(s) for the Routing Rule to match with the available email criteria. Select OK to Save.
In this example, *support* and *supply* have been added as a keyword to be found within an email's Subject.

Key Word Wild Cards The Wild Card character '*' can be used with the SUBJECT and BODY keywords so that partial word matches can trigger the Routing Rule. The example shown will be triggered by the words 'Support' or 'Supply' appearing anywhere in the subject line because of the wildcard character.

Domain Wild Cards Domain Wild Cards are also supported by entering just the domain part of the email address into the Email Address condition on the rule. For example having @versadev.com in the FROM address condition will result in any emails from the @versadev.com domain triggering the Routing Rule.


Step 5 Send an email to versaSR with "Support" contained somewhere in the Subject field, e.g. URGRENT: Support required! The email should trigger the Routing Rule when it is processed by versaSRS, and log a new Case to the system, based on the settings of the Routing Rule.

At this point you can create and apply a Routing Rule within versaSRS.


Next Exercise -->
Next - Hot News


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Exercise 8 - Hot News

The aim of this exercise is to educate versaSRS Administrators on how to create Hot News in versaSRS.

Scope

  1. Creating Hot News
Begin

Creating Hot News



versaSRS Hot News allows publishing of News items to all versaSRS Users or Users in particular Teams within versaSRS. Within the Hot News Panel multiple Hot News entries can be published which can also include clickable hyperlinks.

Only Users that have been granted the appropriate access can manage the Hot News. This access is granted by having Administrator access to versaSRS or being assigned to a Security Profile that allows for management of the Hot News.

Step 1 To manage the Hot News select the Manage Hot News icon from the Administration Panel, under the Manage tab.

This will display the Manage Hot News screen where items can be added, edited, and deleted. Select New to create a new Hot News or select Edit to edit an existing one.

Step 2 On the New Item tab, enter the mandatory fields (Title, Team, Category, Publish, Start Date and End Date) and other details as the example below.

The Publish checkbox must be checked to activate this Hot News.

Step 3 On the Publishing tab, double clicking a Team to move it to the Current Team, or select << or >> to select or deselect all of the Teams. Select OK to Save.

The Hot News will be visibled in SRSConnect when the Enable Public Access is selected.

The Hot News Board shows on the preview pane at the bottom of the versaSRS. The preview pane can be enabled / disabled by selecting the preview pane icon on the bottom right of the application. Hot News can be enlarged by double clicking the top of the Hot News Board.

The Hot News Board shows on SRSConnect.

At this point you can create a Hot News message within the application and publish the Hot News for all versaSRS Users or Users in particular Teams within versaSRS and SRSConnect.


Next Exercise -->
Next - Announcements


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Exercise 9 - Announcements

The aim of this exercise is to educate versaSRS Administrators on how to create Announcements in versaSRS.

Scope

  1. Creating Announcements
Begin

Creating Announcements



Announcements can be used to display a message on the main versaSRS screen at specific times. This can be set to only show the message to a member of the Team which the announcement is published against.

The only difference between an Announcement and a Reminder is that the Reminder is applied from a Case and populates the message with Case details (depends on the defined Update Template), whereas an Announcement is a blank template.

Step 1 To manage Announcements in versaSRS select the System Announcements icon from the Administration Panel, under the System Tools tab.

Step 2 This will display the Manage Announcements screen.

Step 3 On the Details tab, fill in the mandatory fields (Title, message, Reminder Start, Reminder End, Schedule Start and Schedule End) as shown in the example below. Ensure that the Active checkbox at the bottom right is checked to activate this Announcement.

Step 4 On the Team Publishing tab, double clicking the Team(s) to view the message or select << or >> to select or deselect all Teams.

Step 5 Select Save and Close to Save the Announcement.

The Announcement will be populated on the screen within versaSRS when the Reminder Start time is reached.

When the Enforce Reminder checkbox on the Details tab of the Manage Announcement screen is checked, (Refer to Step 3) the Remind me again options in the Announcement screen will not be selectable as a result (see below picture).

At this point you can create and publish an Announcement within the application for all versaSRS Users or specific Team(s).


Next Exercise -->
Next - Global Configurations


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Exercise 10 - Global Configurations

The aim of this exercise is to educate versaSRS Administrators on the versaSRS Global Configurations.

Scope

To skip to a specific topic select Begin and click the corresponding heading.
  1. Labels and Tables
    1. System Labels
    2. System Tables
  2. Global Settings
  3. Mail Services
    1. Single Mailbox
    2. Multi Mailboxes
    3. Other Mail Services
  4. Changing DSN Values
  5. Default Font Styles - versaEdit
Begin

Labels and Tables - System Labels

Many of the labels used in versaSRS can be re-named to suit each business. Each of these labels can be modified using the System Label editor.

Step 1 To manage System Label editor, select Administrator menu >> System Tools >> System Labels.

Step 2 This will populate the System Labels screen where System Labels can be edited.

The below exercise will show how to edit one of the System Labels.

Step 3 Edit Key 1 and enter Primary Key. Select Update to Save.

When making changes to the Global Settings you will need to reload them by clicking this icon on the top left of the screen.

Step 4 Open an existing Case, the Key 1 System Label has been replaced by the Primary Key System Label.

At this point you can edit System Labels within the application to suit your business.

Labels and Tables - System Tables

The Administrator may modify the Record Values within the Tables in versaSRS. The Tables can be modified using the System Table editor.

Step 1 To manage the System Tables select the System Tables icon from the Administration Panel, under the System Tools tab.

Step 2 This will populate the System Tables screen where System Tables can be added and edited.

The below exercise will show how to edit one of the System Tables.

Step 3 Select Case Status in the Available Table drop-down box. Edit Stalled and change it to Example. Select Update to Save.


Step 4 Open an existing Case, select Update to Update a Case. The Status drop-down box shows the new System Table.

At this point you can add or edit System Tables within the application to suit your business.

Global Settings

The Global Application Settings are the settings that apply globally within the application.

Step 1 To manage the Global Settings select the Global Settings from the Cog icon which located on the top right of the application.

Step 2 This will populate a Manage Global Settings screen with all the Application Properties for versaSRS and SRSConnect.

Select one of the Application Properties and select a letter, e.g. M, this will direct you to the Application Properties with the first letter M. Alternatively, press the Ctrl and F buttons to trigger the Find function.


The below example shows how to change the Application Title of the versaSRS.

Step 3 Locate AppTitle within the Global Settings. Edit the name of your Organisation. Select Apply to Save. Reload the Global Settings and refresh the application.

When making changes to the Global Settings you will need to reload them by clicking this icon on the top left of the screen.

The application will show the defined name on the top left of the application.

At this point you can configure the Global Settings within versaSRS.

Mail Services



Mail Services - Single Mailbox

versaSRSMailIn handles incoming emails into versaSRS. It can be configured with a single or multiple EWS, POP3 or IMAP4 accounts and each Team can be assigned its own email address to receive mails.

Step 1 To check if you are running a Single Mailbox Configuration or a Multi Mailbox Configuration, access the versaSRS Global Settings and locate the field called MultiMailbox. If this field is Enabled then versaSRS is configured for multiple mailboxes (though it is still possible to only have one mailbox specified in a Multi Mailbox Configuration).

Step 2 For a Single Mailbox Configuration the mail account and settings are specified in the versaSRS Global Settings.

MailboxAuthMode Defines Mailbox Authentication Type.

MailboxPassword Password required for authentication to the mail server.

MailboxPort Set the port number EWS / POP3 / IMAP uses.

MailboxProfile Profile required for authentication to the EWS / POP3 / IMAP mail server.

MailboxProtocol Defines Mail Protocol (EWS, POP3 or IMAP)

MailboxSSL Enable or Disable EWS / POP3 / IMAP SSL setting.

MailServer Name or IP address of the mail server.

MailServerTimeout POP3 / iMAP Server Timeout in seconds.

When making changes to the Global Settings you will need to reload them by clicking this icon on the top left of the screen.

Step 3 Search and run the Services by searching it at the bottom left of the Windows.

Step 4 On the Services screen, locate the versaSRSMailIn, restart the versaMailIn Service, send an email to the application, it should be able to log a new Case.

The ApplyDefaultQueue Application Property in Global Settings Governs whether all inbound emails that are not associated with an existing Case should be assigned to the default Team (DefaultQueue Property).

Once the service is started the log file will be created for it. The log file location is specified in the versaSRS global settings in the field called TempFolder. The default location for this is Temp folder in your C drive.

At this point you can create a Single Mailbox within the application. Incoming emails to the defined email account can log Cases within the application.

Mail Services - Multi Mailboxes

Email can be configured for multi-mailboxes so different Teams have their own email address.

Step 1 In order to enable the multi-mailbox, you need an administrator privilege to perform the following steps. Select enable MultiMailbox in versaSRS Global Settings. Please ensure to reload the Global Settings to take effect. Please refer to Single Mailbox for details.

Step 2 Select the Cog icon at the top right of versaSRS and selecting Email Configuration. This will display the Manage System Mailboxes screen where the settings for each mailbox can be configured and new mailboxes added.

In the latest versaSRS new feature, the Multi-Mailbox configuration allows an Inbox Folder and Error Folder to be specified.

The Inbox Folder allows for a custom folder in the mailbox to be specified so that versaSRS will only process emails in that folder (e.g. versaSRS folder) instead of the default Inbox (e.g.Inbox folder).

The Error Folder can be used to specify a folder (e.g. Error folder) in the mailbox where problematic emails that can't be processed by versaSRSMailin can be moved automatically to prevent a stoppage in email processing.

Step 3 Enter two Mailboxes details on the Manage System Mailboxes screen, reload the Global Settings on the top left of the Global Settings screen. This will take effect for the changes.

Step 4 Send an email to both of the mailboxes, it should be able to log new Case according to the settings in the System Mailboxes within the application. In the above example, both IT Support and Accounts Teams should have a new Case logged successfully.

At this point you can create a Multi Mailboxes within the application. Incoming emails can log Cases to different Teams according to the primary email addresses of the Teams. All problematic emails will be moved to the predefined Error folders.

Mail Services - Other Mail Services

There are more Mail Services in versaSRS such as versaCRMMailIn, versaCRMMailOut, versaSRSScheduler and versaSRSServiceMonitor.

versaCRM Mail Services versaCRM Mail can be used to send correspondence directly from versaSRS without being attached to a Case. More information can be found from our online help in below:
versaCRMMailIn
versaCRMMailOut
versaCRM Mail

versaSRSScheduler The versaSRSScheduler service handles the scheduling of Cases and Reports. More information can be found from our online help in below:
Scheduled Reports
Scheduled Cases

versaSRSServiceMonitor The versaSRSServiceMonitor is a Windows Service that monitors all the versaSRS Services. The Service Monitor is configured in the VersaSRSServiceMonitor.exe.config file which by default is located at C:\Program Files (x86)\VersaDev\versaSRS\versaSRSServiceMonitor\VersaSRSServiceMonitor.exe.config. The Service Monitor can automatically restart a stopped service and also send failure and success notifications using an SMTP or EWS account. More information can be found from our online help in below:
versaSRS Service Monitor

If the service is stopping again after the final restart (FinalRestart) then it may require manual intervention to see what is the cause of the stoppage. The FinalRestart can be configured in the VersaSRSServiceMonitor.exe.config file.

When making changes to one of the above Mail Services, you will need to refresh the Services. Search the Services in the search box of the bottom left of the Windows. On the Services screen, locate the Service(s) you have configured, restart the Service(s).

At this point you can configure other Services.

Changing DSN Values

The DSN (Data Source Name) is used to create a data connection to a database. If upgrading or changing your SQL Server you will need to update the DSN values in the web.config files to point to the database.

The following Web.config files will need to be changed:


versaSRS - Web.config (Default location, C:\Program Files (x86)\VersaDev\versaSRS\versaSRS\Web.config)

SRSConnect - Web.config (Default location, C:\Program Files (x86)\VersaDev\versaSRS\SRSConnect\Web.config)

versaAssetWebService - Web.config (Default location, C:\Program Files (x86)\VersaDev\versaSRS\versaAssetsWebService\Web.config)

versaChatWebService - Web.config (Default location, C:\Program Files (x86)\VersaDev\versaSRS\versaChatWebAPI\Web.config)

versaSRSWebServices - Web.config (Default location, C:\Program Files (x86)\VersaDev\versaSRS\versaSRSWebServices\Web.config)

versaSurvey - Web.config (Default location, C:\Program Files (x86)\VersaDev\versaSRS\versaSurvey\Web.config)

The DSN of the versaSRS Web.config will be changed in the below example.

Step 1 Locate the versaSRS Web.config file. The default location of this is C:\Program Files (x86)\VersaDev\versaSRS\versaSRS\Web.config, please note that the default location of the file can be changed according to the location of the application installed.

Step 2 Open the Web.config file and locate the <connectionStrings> section.

Step 3 Enter a valid connection string. The below example is a valid connection string which connects to the database with valid credentials.
<add name="SqlServerConnectionString" connectionString="Server=localhost; Database=versaSRSv7; uid=versasrs; pwd=Password; Timeout=90;" providerName="System.Data.SqlClient" />

Step 4 Save the Web.config file and start the application.

At this point you can configure all connection strings after upgrading or changing your SQL Server.

Default Font Styles - versaEdit

The versaEdit Text Editor that is used for formatting text on Records can have its default font styles changed by editing the versaEdit_Styles.xml file as shown below. The default location for this is C:\Program Files (x86)\VersaDev\versaSRS\versaSRS\modules\versaEdit\versaEdit_Styles.xml.

The value that has selected="true" will be the default value that is set. According to the above settings, the default style settings are Segoe UI Light, 10pt and { CSS Styles } as shown in the below picture.

The below excercise is changing the default styles to other styles.

Step 1 Open the versaEdit_Styles.xml file and change the selected="true" to Arial, 14pt and Heading 2.

Step 2 Create a New Case within versaSRS, the default font styles should be changed.

At this point you can configure the default font styles of the application.


Next Exercise -->
Next - Tutorial


Back to Menu

Exercise 11 - Tutorial

The aim of this exercise is to educate versaSRS Administrators on how to create Tutorials and the basics of Tutorial in versaSRS.

Scope

  1. Creating Tutorial
  2. Usage of Tutorials
Begin

Creating Tutorial

Creating custom tutorials can assist with training new versaSRS Users. Once a Tutorial has been created it can be viewed in the Tutorial window within versaSRS.

Step 1 Users with administrator privileges can manage the Tutorials by selecting the Tutorials icon from the Administration Panel, under the Administrators tab.

Step 2 This will display the Tutorial Manager screen where Tutorials can be added, edited, and deleted.

Step 3 Enter the Title field and check the Publish checkbox. The Slides tab will be clickable once the Tutorial has been saved by selecting Apply.

The Track Progress checkbox allows the Tutorial to have the ability of recall the last viewed slide.
The Publish checkbox allows the Tutorial to be visible within versaSRS.

Step 4 On the Slides tab, enter the Title and the Slide field. Select Add to create two slides as an example into the Tutorial. The Edit icon on the right side of the Current Slides allows the slide(s) to be edited.

The text area in the Slide field allows HTML to be entered in it. Alternatively, double clicking on it will display the HTML editor which allows Users with no HTML experience to construct the content which is then converted to HTML in the message box.

Pictures and videos can be shown in the Tutorial. The below examples show how to enter a picture and a video in basic HTML format.

Example 1

Example 2

At this point you can create Tutorials within the application.

Usage of Tutorials

Step 1 Tutorials can be displayed when the application starts or accessed directly via the Help Items icon in the navigation header.

Step 2 Select one of the created Tutorials in the list on the top rightof the Tutorial screen.

Step 3 When accessed, the Tutorial will display in a Slide Show format, allowing Users to click through them.

The pictures or content from the Tutorial may be larger than the Tutorial screen. Select the full screen button on the top right of the Tutorial screen, it will show all content in the full screen mode.

The Don't show this tutorial on startup checkbox allows browser Cookies to remember the settings, the Tutorials will not populate on the next startup. Alternatively, this can be configured in ShowTutorialOnStartup Property in Global Settings (Cog icon on the top right >> Global Settings >> locate the ShowTutorialOnStartup Property).

The default Tutorial can be configured in the DefaultTutorial Property in Global Settings (Cog icon on the top right >> Global Settings >> locate the DefaultTutorial Property).

When making changes in Global Settings you will need to reload the Global Settings in versaSRS by selecting Cog icon on the top right of the Global Settings screen.

Step 4 Select the Paging button either on the left side or the Previous and Next button at the bottom of the Tutorial screen. The below example shows a video inside the Tutorial screen, it has an inline style defined as width: 100%, the video will show 100% in the full screen mode.


A reminder message (as shown below) will be prompted as an option to return to the last visited page of the Tutorial. This function needs to be configured in Track Progress when creating the Tutorial. Please refer to Creating Tutorial for details.

At this point you know the usages of the Tutorials within the application.


Back to Menu

versaSRS User Training

The aim of this learning path is to educate versaSRS Users on the basic functionality of the application.

Prerequisites

  • versaSRS Application
  • User account
  • Access to at least one versaSRS Team
  • versaCRM view permissions
  • versaSRS Reporting permissions

Exercises

1
Case Creation
Learn the basics of Cases and Case creation in versaSRS.
Start
2
Updating Cases
Learn the ways that Cases can be Updated in versaSRS.
Start
3
Case Searching
Find the records you need with Case and Audit Log searching.
Start
4
CRM Contacts
The basics of versaCRM within versaSRS.
Start
5
Reassigning Cases
Learn the methods for reassigning Cases and Records in versaSRS.
Start
6
Templates
Automate responses by learning how to use the various templates available in versaSRS.
Start
7
Reporting
Learn how to get the data you need in the format you desire.
Start

Exercise 1 - Case Creation

The aim of this exercise is to educate Users on how to create Cases in versaSRS.

Scope

  1. Manual Case Creation
  2. Email Case Creation
Begin

Manual Case Creation

Step 1 Once logged in to versaSRS and on the main screen, select the Create New icon located on the navigation header at the top right of versaSRS, and select Case.

This will launch the Case on the Client Details tab, this is where the Requestor(s) information is specified.

The Requestor(s) details can be pulled from the built in CRM, however for this step we enter this manually.

Step 2 Enter your First Name, Last Name, and Email Address into the fields provided.

Step 3 Click the Case Details tab. This is where the main Case information is stored and categorised.

Step 4 Create and categorise a Case by entering or setting a value for each of the highlighted fields shown in the image below. Ensure you assign yourself in the User field.

Note: You will need to first select the Team so that the other drop-downs are populated accordingly.

You can select the values of your choice from the other drop-downs. When in a live environment categorisation would be based on the content of the Case.

Step 5 Click the Save icon to save this Case to the specified Team. Once saved the Case will appear in the Team view.

The Case should now be saved and will be visible on the main versaSRS screen.

Clicking the Team icon in the left navigation menu and selecting the same Team you set in the drop-down will show the Case in the Team view.

Email Case Creation

Each Team in versaSRS is associated with it's own email address. Sending an email to this address will create a new Case in the Team and automatically set the Requestor(s) information.

Step 1 From your personal email client (Outlook for example) create a new email with the following details.

To: Team@Email_Address.com
Subject: Test Case Creation via Email
Details: Test Case Details

Note: Ensure the email address entered into the To: section is the correct address for the desired Team in versaSRS.


After a minute or two the Case should be logged to the Team. The Case list will refresh automatically at set intervals or you can click the Refresh icon next to the Team name on the top left of the screen within the navigation pane.

At this point there should be two Cases created in versaSRS including one manually created Case and one Case created through email.


Next Exercise -->
Next - Updating Cases


Back to Menu

Exercise 2 - Updating Cases

The aim of this exercise is to educate Users on how to update Cases in versaSRS.

Scope

  1. Adding a Comment to a Case
  2. Sending an Email from a Case
  3. Responding to Requestor(s)
  4. Replying to the Case
  5. Replying from a Case
  6. Closing a Case
Begin

Adding a Comment to a Case



Step 1 Double click your existing Case to open it, the one created via email, then click the Update icon to launch the Update Screen.


Step 2 On the Case Update screen set the Update Type to Comments and the Status to Open, then enter a Subject and the details of your choice, and click the Update Button.


Step 3 Back on the Case window select the History tab and then the inner History tab as shown.



The comment should be displayed as part of the Case History. Double clicking one of the entries will show the comment that was made.

Sending an Email from a Case

Step 1 Open your existing Case created via email and on the Case screen click the Update icon to launch the Update screen.

Step 2 Set the Update Type to Send Email and the Status to Pending.

Step 3 In the To field enter your personal email address.

Step 4 Enter a Subject and the details of your choice.

Step 5 Add an attachment to the email by clicking the Attachment button on the top left of the Update screen. A file can be selected and then added, or the drag and drop feature can be used.


Once the attachment has been added it will be visible in the Case Update screen.

Step 6 Click the Send button to send the email.


This will send out the email from the Case to the email address specified. Back on the Case window, select the History tab and in the inner tab of Correspondence History, it should show the entry with the EMAIL_SENT Action Type.


Double clicking the entry will show the email that was sent.

Responding to Requestor(s)

Step 1 Open the existing Case created via email and on the Case screen click the Update icon to launch the Update screen.

Step 2 Set the Update Type to Response to Requestors and the Status to Stalled, add a Subject and the details of your choice.


The To field is disabled and the Requestor(s) field contains the email address that is set on the Client Details tab of the Case, this is where the email will be sent.

Step 3 Click the Send button to send the email to the Requestor(s) of the Case.


Back on the Case screen select the History tab, and in the inner tab of Correspondence History it should show the entry with the CALL_RESPONSE_TO_REQUESTORS Action Type.

Double clicking the entry will show the email that was sent.

Step 4 Back on the main versaSRS screen click the refresh button in the Team view. You will notice that this Case is not displayed. This is because the Status was set to Stalled which moves it out of the Current Status view.

A Stalled status is used when waiting for an external response. This will 'stop the clock' so that the time waited won’t count towards the Due Date and impact SLA’s.

Step 5 Click the Status drop-down filter on the top right of the screen and select Stalled. Now the Case should be listed in the Stalled Status view.


Replying to the Case

When Requestor(s) or recipients receive emails from the Case it will include a ticket number in the Subject to track replies back to the correct Case.
Note: Ensure that the email Subject contains a ticket number.

Step 1 Locate the email sent to your personal mail client from the above 'Responding to Requestor(s)' section, compose a response and send the reply.

Step 2 In versaSRS ensure that the Status drop-down is set to Current and refresh the Team view.

When the email comes through it should log against the existing Case and set the Status to Re-Opened. Notice an unread email icon displayed next to the Case listing, this shows that there is an unread email on the Case.

Step 3 Open the Case and click the History tab, and in the inner tab of Correspondence History it should show the entry with the EMAIL_UPDATE Action Type. You can double click this to view the email update.


While the Requestor(s) of Cases will usually not also be Users, this exercise was to show how this process works for someone replying back to a Case.

Replying from a Case


When email updates are received for a Case, often you will need to include the email trail with the response. This can be done on the Case by right clicking the EMAIL_UPDATE entry in the History tab and clicking Reply, Reply to All, or Forward.

Step 1 Right click the EMAIL_UPDATE entry and select Reply.


The email trail should now be included in the Case Update screen.

Step 2 Compose an email and click Send.

In this example, versaSRS will send the email reply back to the Requestor(s).

The Update Type can be either Response to Requestors or Send Email when responding by email from the Case.
The Reply to All and Forward options from the right click menu will also include the email trail for the entry that is being replied to.
Replying to the initial email that created the Case can be done by right clicking the CALL_LOGGED audit entry.

Closing a Case

Step 1 Update your existing Case and set the Update Type to Resolve and Close.


If an email response is to be sent to the Requestor(s) while simultaneously closing the Case then the Resolve and Close Status is used. Notice that the Status field is now set to Closed and can’t be changed while in this Update Type.

When closing a Case the 'Send closed confirmation email' checkbox at the bottom of the screen is enabled. Checking this will send an additional template-defined response to the Requestor(s) as confirmation that the Case has been closed.

Step 2 Compose a closure response and ensure the 'Send closed confirmation email' checkbox is ticked. Select an appropriate Closure Type then click Update to send the email to the Requestor(s) and Close the Case.


On the Case click the History tab and in the inner tab of Correspondence History, it should show the entry with the CALL_RESOLVE_AND_CLOSE Action Type. You can double click this to view the Resolve and Close email update.

There is another audit entry created for CALL_CLOSE_CONFIRMATION which is the Closed Confirmation email that gets sent to the Requestor(s) in addition to the Resolve and Close email response.

Closing a Case in versaSRS can be as simple as performing a Case Update, setting Comments as the Update Type, and selecting Closed as the Status.


Next Exercise -->
Next - Case Searching


Back to Menu

Exercise 3 - Case Searching

The aim of this exercise is to educate Users on how to search for Cases in versaSRS.

Scope

  1. Go to Record
  2. Quick Search
  3. Standard Search
  4. Full-Text Search
Begin

Go to Record



The Record # search field goes directly to the Case Number that is entered in the box.

Step 1 In the Record # field, located toward the top left of versaSRS, enter the Case Number for one of the Cases that you created in the previous exercise.

Step 2 Click 'Go' to go directly to the Case.

You should have been able to open your Case by entering the number and clicking 'Go'.

Quick Search


Quick Search can be used to perform a quick keyword search. It will launch the search window with your keyword or phrase and run the search with the default filter selections.

Step 1 In the Quick Search field at the top left of versaSRS enter a keyword to search for and press enter.

This will launch the search window and display any matches found based on the search criteria.

A Quick Search should have been performed and the relevant results returned.

Standard Search

Step 1 To conduct more specific searches click the Search icon in the Quick Search field to display the Search window.

Ensure that the Standard Search tab is selected and perform a keyword search.

Step 2 The Standard Search returns the Case that the keyword is located within. Change several of the current Search Filter selections and take note of how this impacts the results returned.


Filters available in Standard Search:

Record Type: Denotes the type of record to be searched for. We will only be looking at Cases in this session.

Search for: The keywords to search for are entered here.

Using: This field specifies if any of the keywords in the phrase should be matched or if it should only return results for an exact phrase match.

Search within: This allows the search to be only within a specific field on a Case. For example only search the Case Subject for the keyword or phrase.

Team: Specifies the Team that the search will return results from.

Status: Specifies the Status that the search will return results for.

Date Field: Specifies which date the Date Filters will apply to.

Start Date: Specifies the start of the Date Range.

End Date: Specifies the end of the Date Range.

Conduct some test searches with a constrained date range to locate the Cases that you have created.

Note: When conducting a search it is best to limit the result set by constraining the date range and search criteria as much as possible. Performing general searches on very wide date ranges will take a lot of processing power and take a long time to complete; this can impact the performance of the application while long searches are running.


You should have been able to locate the Cases you created by conducting a Standard Search.

Full-Text Search


A Full-Text Search will search all text fields within a Case and it's Audit History, and is a more thorough search for the keyword or phrase. To enable the Full Text Search within the versaSRS. Please ensure that the 'Both Search Module (Standard and Full Text)' option has been selected for the Search Module in Global Settings.

Step 1 Click the Search icon in the Quick Search field to display the Search window and select the Full-Text Search tab.


The filtering options available here are similar to what you will see on the Standard Search tab, but there is no Search within field as it will perform a full search on all text within the Case.

The Full-Text Search returns each record (Audit Entry) the keyword is found in. Cases can be opened by selecting the Go to Case button as highlighted in the below picture.

It is possible to add the ability to search in versaSRS for attachments based on SQL iFilters. To enable this the SQL server must have the iFilter package installed. Attachments search will be available after installing.

The attachment search needs to be done within the Full-Text Search option and specific file types can be filtered.
File types like PDF / Images require an OCR reader which is available for Enterprise versions.

Step 2 Conduct a Full-Text Search on some keywords and phrases used in the Cases you have created and confirm the expected results have been returned.

You should have been able to locate the audit entries from the Cases you have created by conducting a Full-Text Search.


Next Exercise -->
Next - CRM Contacts


Back to Menu

Exercise 4 - CRM Contacts

The aim of this exercise is to educate Users on how to use the built-in versaSRS CRM module.

Scope

  1. What is CRM?
  2. Navigation & Search
  3. Creating a Contact
  4. Integrating with Cases
Begin

What is CRM?




Customer Relationship Management (CRM) is a way for businesses to manage Contacts and Organisations, and their interactions.

In versaSRS the CRM module is integrated with entities like Cases, which allows tracking of Case history to individual Contacts or Organisations.

While there are many features within the CRM module this exercise will focus on the basic functionality of a Contact and integration with Cases.

Navigation & Search

Step 1 Access the CRM module by clicking the My CRM icon on the left navigation menu.

This exercise will focus on the Contacts area.

Step 2 Click the 'Contacts' menu option to go to the Contacts screen.

The Contacts screen will show the list of contacts that have been added to versaSRS.
On the left side is the Contact Search area.

On the right side is the alphabet filter, clicking on a letter will filter the contacts by last name starting with the selected letter.

Step 3 Perform some searches using both the Search window on the left and the alphabet filtering on the right.

You should be able to filter the Contact list and search for specific contacts in this way. You can also click the column headers to order the list by that column. The Email 1 column header has been selected in the below picture, it means the CRM Contacts will be sorted by Email 1 which is the primary email address for the CRM Contact.

Contacts can be archived by ticking the checkbox to the left of the record and using the Bulk Action drop-down.

To go to the previous or next page of Contacts use the arrow buttons on the top right.

Step 4 Click a Contact from the list to select it, the Contact Summary for the selected Contact will be displayed in the bottom panel.

This is also a printer friendly format if a print out is needed.

Step 5 Perform several more searches using both the Search window on the left and the alphabet filtering on the right.

Double clicking a Contact will open the Contact Details window where you can see further information relating to the selected Contact. The left side column tabs can show things like Communication and Case history for the Contact as well as other notes and integrations.

At this point you should understand how to search and filter Contacts as well as order them by column name, and view the Contact and Contact Summary.

Creating a Contact

Step 1 Create a new Contact by selecting the Create New icon on the navigation header and clicking Contact as shown below.

A blank contact screen will be displayed where the Contact's details can be entered. If you click Save straight away you will be prompted with the required fields that need to be entered.

Step 2 Enter your First Name, Last Name, and Email Address (Email 1) into the relevant fields and click the Save button.

You just created a Contact! On the main Contacts screen if you perform a search your Contact record should now appear in the list.

Integrating with Cases

Step 1 Select the Team view or locate a Case you have created using the Case search options. Open the Case and go to the Client Details tab.

When creating the Case initially we manually added the First Name, Last Name, and Email Address to the fields.

Step 2 Click the Browse Contacts button.

This will bring up the Contact Search screen.

Step 3 Perform a search for your Contact Record that you created previously.

Step 4 Select the Contact Record and click the Insert Primary button to insert the Contact as the Primary Requestor of the Case.

The fields from the CRM Contact will now be populated in the Client Details tab within the Case.

Step 5 Click Save on the Case and then click the Client Details tab again. Notice that this time there is the Go to Contact icon indicating that this Case is now linked with the matching CRM Contact.

When a Case is logged via email versaSRS will match the email From address to a Contact in the CRM and set the Requestor, creating this link automatically.

Step 6 Click the Go to Contact icon, as shown in the above picture, on the Client Details tab in the Case to go to the Contact Record in the CRM.

Step 7 Click on the Cases tab on the left side of the Contact.

Step 8 You will see that this Case is now part of the Contact Records Cases.

At this point you should have the Primary Requestor of your Case linked back to your CRM Contact Record. You should be able to access the Contact Record from the Case, and view all Cases linked to the Contact Record within the Cases tab.


Next Exercise -->
Next - Reassigning Cases


Back to Menu

Exercise 5 - Reassigning Cases

The aim of this exercise is to educate Users on how to Reassign Cases in versaSRS.

Scope

  1. Reassigning from a Case
  2. Reassigning from Main Screen
Begin

Reassigning from a Case

Step 1 Open a Case that you have created in the previous exercises or create a new one.

There are three key fields here that show how the Case is assigned. The Team field shows which Team the Case belongs to. Only Users in this Team and Skill Group can be assigned the Case.

For this exercise we will perform a simple reassign of just the User.

Step 2 Click the User drop-down and assign the Case to another member of the Team. You should be prompted with a message like the one shown below, click OK.

This provides the option to send an assignment alert to the User that the Case is being assigned to.

Step 3 Write a Comment and click OK, this will be included in the Assignment Alert that gets sent. The Assignment Alert is controlled by an Administrator created template in the Team settings under the Case Templates tab.

Step 4 Click Save on the Case to commit the reassignment.

Back on the Case window select the History tab and then the inner History tab as shown. You should see the Audit Log entries for CALL_USER_CHANGE and CALL_ASSIGNMENT_ALERT.

Reassigning from Main Screen

Step 1 On the main screen ensure the view is set to the Team your Case is located in.

Step 2 Find the Case that you have created and right click on it.

The right click menu here is designed to provide a quick way of performing certain actions on a Case, like Updating, Reassigning, Setting Reminders and more.

Step 3 From the Right Click menu Select Tools and then Reassign.

The following Re-Assign screen will be displayed.

Step 4 Change the User and write a Comment then click OK.

Back on the Case window select the History tab and then the inner History tab as shown. You should see the Audit Log entries for CALL_USER_CHANGE and CALL_ASSIGNMENT_ALERT.



Next Exercise -->
Next - Templates


Back to Menu

Exercise 6 - Templates

The aim of this exercise is to educate Users on how to apply Case and Update Templates in versaSRS.

Scope

  1. Case Templates
  2. Update Templates
Begin

Case Templates




A Case Template is a predefined template that can be applied to a Case to automatically set fields like the Subject, Details, and categorisation of the Case.

These can be applied when there is a known procedure or common issue solution, such as a Billable request or a solution for a Mail issue. This allows Users to apply a Case Template in these situations rather than manually categorising the Case by setting each field.

Step 1 Once logged in to versaSRS and on the main screen, select the Create New icon located on the navigation header at the top right of versaSRS and select Case to create a new Case, or select an existing Case.

Step 2 On the Case screen click the Templates icon, this will populate a list of System (Case) Templates that you can apply to the Case.

Step 3 Select one of the Case Templates and click Apply.

If one or more Task(s) are within the Case Template you will be prompted with a message, select OK to add the Task(s) to the Case or select Cancel if you do NOT want to add the Task(s).

Step 4 The categorisation details that were defined for this Case Template will now apply to the Case. Select Save and Exit to retain the changes.

The Case Template should now be applied to the Case and the categorisation details automatically set according to those in the template.

Update Templates




An Update Template is a predefined template that can be applied to a Case Update to set fields like the Subject, Details, and categorisation of the Case Update.

Update Templates are great for defining standard responses or even to ensure branding headers and footers are included in outgoing emails from the Case.


Step 1 On an existing Case click the Update Button to launch the Update Screen.

Step 2 On the Case Update screen select the Update Templates icon.

Step 3 Select any available Update Template and click Apply.

Step 4 If the Template's Update Type is set to 'Send Email' or 'Response to Requestors' the Update button will change to Send in the Update screen. Click the Send/Update button to Update the Case.

At this point you can apply an Update Template to a Case Update within versaSRS.


Next Exercise -->
Next - Reporting


Back to Menu

Exercise 7 - Reporting

The aim of this exercise is to educate Users on how to use the versaSRS Reporting Module.

Scope

  1. Accessing Reports
  2. Running Reports
  3. Exporting Reports
  4. versaBoard Overview
    1. Launching versaBoard
    2. Creating versaBoard
    3. Editing / Deleting versaBoard
    4. Setting versaBoard as Default View
Begin

Accessing Reports

Step 1 Once logged in to versaSRS and on the main screen, select the Reports icon on the left navigation menu and click Reporting.

This will launch the Reports window where either Standard or Custom Reports can be run.

Step 2 On the Standard Reports tab double click the Report called Active Cases By Group.

This will launch the Reporting Dashboard window which will have options available for running this Report.

Running Reports

Step 1 Click Run to run the report with the currently selected, default parameters.

While there are many parameters on the Reporting Dashboard screen, you may have noticed only certain fields are available for selection by default. This is because Standard Reports only utilise the parameters that they need, any that are not necessary will be disabled.

The report output will be shown in the bottom window and can be expanded with the arrow icon, circled in the above picture.

Output for a typical Standard Report will be displayed similarly to the above, with a Table and a Chart.

There are many Standard Reports and Custom Reports available to meet your Reporting needs. VersaDev can also be engaged to design and develop further Custom Reports, or Dashboards with Custom Layouts if required. Contact our Support Team for more details.

You should now know how to select and run a Report in versaSRS.

Exporting Reports

On the Reporting Dashboard window you might have noticed the Export button next to the Run button.

Step 1 Click the Options tab, underlined in the above picture.

This shows the export type options, in this exercise we will export to MS Excel.

Step 2 Check the MS Excel radio button option and then click Export.

This will export the output in the Report to MS Excel, and also allow you to save the file. The chart will not be exported when 'Export To' is set to MS Excel, if desired the PDF option will allow you to also export the graph.

You should now know how to run and export reports from versaSRS to save as a file to your computer.

versaBoard Overview


What is versaBoard?

versaBoard is a module in versaSRS that allows Reports from the Reporting Dashboard to be displayed graphically with charts and tables in a slide-show format. This can be used to present key reports on a screen in a rich graphic format that refreshes the displayed data at set time intervals, as well as being able to be triggered manually to ensure the data is up-to-date.

Please watch the short video below for an overview of versaBoard.


Launching versaBoard

Step 1 To launch versaBoard in versaSRS select one of the default versaBoards, example shown below, from the left navigation sidebar under the Reports icon. This will then display the versaBoard panel.

Alternatively it can be launched by browsing directly to the versaBoard URL via your browser.
(e.g. https://yoursite/modules/versaboard/versaBoard.aspx)

The versaBoard Controls can be found by moving the mouse pointer to the top right of the versaBoard panel, this will reveal the control options available.
Note: Not all of the controls shown will be available on every versaBoard. For example, System default boards cannot be edited, you'll notice there is no Toggle Designer control.


The versaBoard control options are outlined below:

Information: The version of the versaBoard module.

Paging Arrows: Navigate to the previous or next slide in the versaBoard.

Refresh: Refreshes the versaBoard.

Pause / Play: Pauses/Plays the slide show.

Pop-out: Pops the versaBoard out into it's own window.

Toggle Designer: Enter/Exit the design mode of the versaBoard. This is how to access the parameters for each Report and also the Toolbox where Reports can be added and new versaBoards created.

versaBoard Parameters: Access to the Global Parameters that apply to all reports on the versaBoard.


You should now be able to launch a versaBoard from the application.

Creating versaBoard

Step 1 To launch versaBoard in versaSRS select the Create New icon on the navigation header then click the versaBoard option.

Step 2 This will then open a versaBoard Properties window.

The Active checkbox detemines whether the versaBoard is Active / Not Active.

The Public Access checkbox enables the versaBoard to be viewed in SRSConnect.

The Publishing Queues checkbox enables the versaBoard to be viewed in the specified Team(s).

The Refresh Rate sets the Refresh time interval for the versaBoard.

Step 3 Enter a name for the new versaBoard and select at least one of the Teams from the Publishing Queues drop-down list. Check the Active checkbox to activate the versaBoard then select Save to create the new versaBoard.

Step 4 The new versaBoard will be displayed on the main screen of versaSRS. From here the Header and Footer can be double clicked to edit them.

You are now in Designer Mode, in this mode you are able to access the Toolbox and the Report's parameter settings. The Designer Mode can be switched ON/OFF by moving the mouse towards the top right of the versaBoard and selecting Toggle Designer/versaBoard from the control options.


You should now know how to create a brand new versaBoard.

Editing / Deleting versaBoard

Step 1 Starting from the new versaBoard screen created in the previous exercise, click the Toolbox bar to the far left of the versaBoard. From here existing boards can be edited or deleted by clicking on the icons next to the name of the versaBoard.

Step 2 Add at least one Standard Report to the versaBoard by dragging the desired report from the Toolbox onto the board.

The Report can be dragged anywhere within the versaBoard.

Step 3 Select the Edit button at the top right corner of the Report to customise the individual Report. Enter a Title in the Title field and change some of the drop-down options, then select Update to see how these settings affect the displayed report.

Step 4 Select Edit again then select the icon at the end of the Parameters field to display more report options. Change the Team selection, and click Apply then Update. The output for the report should have changed.

Step 5 Enable the Global Parameters that will apply to all Reports on the versaBoard. The Global Parameters option is displayed by selecting the Designer Mode icon from the versaBoard Controls. The Settings cog will then be shown as demonstrated in the image below.

Click the Settings cog then check the Display Parameters option, select OK to save.

The versaBoard Parameters icon will then be added onto the control options menu.

Step 6 Exit the Designer mode by selecting the Toggle versaBoard icon from versaBoard Controls.

Step 7 Select the versaBoard Parameters icon, this will populate a versaBoard Filters screen where all report parameters can be configured at once. Change the current parameter selections and select Apply to save.

versaBoard pages can be added or removed by selecting the Add or Remove icons in the versaBoard Controls.

You should now be able to edit or delete an existing versaBoard in versaSRS.

Setting versaBoard as Default View

Step 1 Select Edit Profile under the User Profile icon on the top menu of versaSRS.

Step 2 This will display the User Details screen where versaBoard can be set to be a default page of versaSRS. Select the versaBoard you just created or any versaBoard of your choice as your Default View.

Step 3 Select OK to Save. The application will be refreshed and the selected versaBoard will be the Default View loaded on the main page.

You should now be able to group the desired Reports into a versaBoard and set it as the Default View for versaSRS.




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Exercise 8 - versaForms (Enterprise License Only)

The aim of this exercise is to educate Users on how to create and apply versaForms in versaSRS.

Scope

To skip to a specific topic select Begin and click the corresponding heading.
  1. versaForms - Create and Edit
  2. Submitting Forms
    1. versaSRS Users - Forms only
    2. versaSRS Users - Forms with Case creations
    3. Non versaSRS Users - Forms with Case creations
  3. The areas where versaForms can be applied include:
      Cases
      1. Cases - Forms tab
      2. Case Updates - Forms tab
      3. Case Template - Forms tab
      Problems
      1. Problems - Forms tab
      2. Problems Updates - Forms tab
      3. Problems Template - Forms tab
      RFCs
      1. RFCs - Forms tab
      2. RFCs Updates- Forms tab
      3. RFC Template - Forms tab
      versaCRM
      1. versaCRM Contacts - Forms tab
Begin

versaForms - Create and Edit

The versaFormBuilder has a better interface which allows Controls to be dragged and dropped to the Forms design area. Custom Styles, Custom Scripts and Case Template can be applied into the Forms. The versaForm is only available for Users with an Enterprise license or Professional license with Form Module feature purchased. Please Contact Us for further details.

Step 1 In order to enable the versaFormBuilder it must first be enabled in the versaSRS Global Settings. Reload the Global Settings by selecting the Cog icon on the top left of the Global Settings as shown in the picture below.

Please note that the previous version of 'Classic Form Creation Tool (FCT)' is still available. It can be enabled by selecting this option in the FormsModule within the Global Settings. Case Template will not be supported in this FCT option.

Step 2 Select the Forms icon on the Manage tab within the Administrator menu.

Step 3 When the versaFormBuilder launches there will be the ability to add new Forms, edit the existing Forms, check the Submission Results and also Review and Complete Forms.


The versaForms Library contains the following columns:

FormID: The ID of the Form, each one has its own unique FormID.

Form Name: The name of the Forms.

Last Updated: The last update for the Forms.

Template Name: The Case Templates used for the Forms.

Edit: It allows the Forms to be edited.

Clone: An exact copy of the Form will be created by selecting this.

Delete: Deletion of the Forms.

Review & Complete: Saved Forms can be reviewed and submitted by selecting this.

Submission Results: All submitted results of the Forms can be viewed, edited, and deleted.


Step 4 Select the New button on the top left will create a new Form. Existing Forms can be double clicked to open. This will open the versaForm editor where the Forms are designed.

All Controls on the left side can be dragged and dropped onto the Form area. Please refer to the versaForms - Controls for further information.

Step 5 Enter all the mandatory fields and select a Case Template as shown below to create a Form.


The Form Properties tab contains the following fields:

Id: The ID of the Form. This is a non editable field, a New FormID is generated autoamtically after saving the Form.

Type: The type of the Form. Options available: versaForm, versaSurvey

Name: The name of the Form.

Date Entered: This field is automatically populated by the application with the date that the Form was created.

Last Updated: This field is automatically populated by the application with the date that the Form was last updated.

Case Template: Setting a Case Template in this field will log a Case in versaSRS when the Form is submitted. If a Case Template is not set then no Case will be logged when the Form is submitted.

Publish Start: The publication date of the Form.

Publish End: The end of the publication date for the Form.

Publish checkbox: Allows the Form to be published, meaning it can be viewed within versaSRS by other Users.

Allow Public: Makes the Form publicly accessible, allowing it to be viewed in SRSConnect and through external links.

Allow Edit: Allows other Users in versaSRS to edit the Form.


Step 6 Drag and drop one of the Controls from the left to the center as an example. Ensure that the Show In Case checkbox is checked. Select Save Form to Save.

Step 7 The created versaForm should show on the versaFormBuilder screen, select Review & Complete to view the versaForm.

Step 8 Fill out the Form and select Submit button, this will create a new Case with the selected Case Template. If no Case Templates has been selected in the versaForm, the submitted result will not create a Case.

The Case Details of the created Case will show the information from the Case Details section of the Case Template. The content of the Form can be found on the Forms tab in the Case. The Form can be double clicked to open.

If you wish to show the content of the Form for the new Case, simply enter [versaForm] tag in the Details field of the Case Template and Subject in the Case uses the name of the Form according to the [IGNORE] tag in the Subject field in the Case Template as shown below.

Attachments which logged in the Case on the Case Details tab can only be downloaded / viewed when the Reading mode is checked.


At this point you can create a versaForm so it creates a Case with Case Template within the application.

versaSRS Users - Forms only

In the Form Properties tab of versaFormBuilder, if the Publish checkbox is checked, a Case Template has not been selected and the Allow Public checkbox is unchecked. The Form will be visible only for versaSRS Users only.

Step 1 Create a versaForm with the Publish checkbox unchecked. Ensure that the created Form can be viewed within versaSRS and it cannot be viewed within SRSConnect.

At this point you can create a versaForm within the application for versaSRS Users only.

versaSRS Users - Forms with Case creations

In the Form Properties tab of versaFormBuilder, if the Publish checkbox is checked, a Case Template is selected and Allow Public checkbox is unchecked. The Form will create a new Case and be visible for versaSRS Users only.

Step 1 Create a versaForm with the Publish checkbox selected and select one of the Case Templates for this versaForm. Select Save Form to Save.

The Form will create a new Case and enter the details according to the mappings in the Form and the Case Template.
If Case Template has a [versaForm] tag in the Details, the created Case will show the details of the Form in the Details field.
If Case Template has a [IGNORE] tag in the Subject, the created Case will show the name of the Form as a Subject of the Case.

Step 2 Edit the selected Case Template with the tags as shown in the below picture in the Subject and Details.

Step 3 Submit the created Form by selecting Spinner icon on the top left >> Manage tab >> Forms icon >> versaFormBuilder screen >> Review and Complete.

Result: A new Case will be logged with all the Form details in the Case details and the Forms tab as shown below. The Form shows in the Case details as the Case Template uses [versaForm] tag and Subject uses the name of the Form according to the [IGNORE] tag in the Subject.

Attachments can only be downloaded / viewed when the Reading mode is checked.

Step 4 On the Forms tab in Cases, double click to open the Form, the submitted Form on the Forms tab is read only since it shows the result of the submitted Form. The Submit button is disabled.

Step 5 On the Forms tab in Cases, remove the Form result by selecting the Delete button.

At this point you can log a Case by using versaForm, remove the result of the Form in the Case and create a Case Template to show / not show the versaForm in the Case Details field.

Non versaSRS Users - Forms with Case creations

In the Form Properties tab of versaFormBuilder, if the Publish and Allow Public checkboxes are checked. The Forms will be visible for non versaSRS Users. Non versaSRS Users can fill out the Forms on SRSConnect or by the direct link of the Forms URL.
For example: http://yoursite.net/srsconnect/versaFormDisplay.aspx?FormId=1&InstanceId=-1

The submitted Forms will then create a new Case which is visible to versaSRS Users if a Case Template is selected.

Step 1 Create a versaForm with the Publish and Allow Public checkboxes selected. Select one of the Case Templates for this versaForm. Select Save Form to Save.

Step 2 Go to versaFormBuilder screen (Spinner icon on the top left >> Manage tab >> Forms icon), locate the matching FormID on the left of the screen as shown below.

Step 3 Double click to open the versaForm and the address should show on the browser. Alternatively, you can manually enter the link in the browser, this will be explained in below.

Step 4 Copy the direct link of the Form and send it to non versaSRS Users via email.

The address of the site from the above example, internal.versasrs.net, can be replaced with a User's defined application site, e.g. http://YourSite.net/SRSConnect/versaFormDisplay.aspx?FormId=11&InstanceId=-1 . Users can change the FormId in the link to the desired FormId. (E.g. FormId=200). The Form will be loaded on your default browser once selected.

The Form can be viewed and submitted by non versaSRS Users, it will then create a new Case or can be viewed in the versaFormBuilder Submittion Results.

Step 5 After submitting the Form, log onto SRSConnect as a non versaSRS User. Check the sumbitted results by double clicking the Forms tab within SRSConnect.

The Form results cannot be edited. Results cannot be viewed by Users who do not have versaSRS or SRSConnect access.

In SRSConnect >> My Forms, CallID means that the Form has created a new Case. If CallID: 0, it means no new Case was created for the Form submission.

At this point you can create a versaForm and send an external link via email(s) for non versaSRS Users. Non versaSRS Users can check the result of the Forms. Non versaSRS Users with SRSConnect access can check their submitted Form results in SRSConnect.

Cases - Forms tab

Forms can be added onto the Forms tab in a versaSRS Case.

Step 1 Open an existing Case in versaSRS, on the Forms tab, press the Select button and add a Form into a Case.

Step 2 Once the Form has been added, double clicking the Form, the Form should be opened. Select the Delete button to remove it.

At this point you can add a versaForm on the Forms tab in a Case.

Case Updates - Forms tab

Forms can be added onto the Forms tab in a Case Update.

Step 1 Open an existing Case in versaSRS, select the Update button on the top left. On the Forms tab of Case Update screen, press the Select button and add a Form into the Case Update.

Step 2 Once the Form has been added, double clicking it to open the Form. Select the Delete button to remove it.

At this point you can add a versaForm on the Forms tab in a Case Update.

Case Template - Forms tab

Forms can be added onto the Forms tab in Case Templates.

Step 1 Open a Case Template in versaSRS (Spinner icon on the top left >> Templates & Scheduling tab >> Case Template icon), on the Forms tab of Case Template screen, press the Select button and add a Form in it.

Step 2 Once the Form has been added, double clicking the Form, the Form should be opened.

Step 3 Open an existing Case, apply the Case Template with Form to the Case by selecting the Template icon as shown in below.

Step 4 Save the Case to log a new Case, the Form should be on the Forms tab and it can be opened by double clicking it.

At this point you can add a versaForm on Forms tab in a Case Template and the Case Template with the Form can be applied and logged a new Case.

Problems - Forms tab (Enterprise version Only)

Forms can be added onto the Forms tab in Problems.

Step 1 Create a Problem in versaSRS (Create New icon on the top right >> Problem).


Step 2 On the Forms tab of Problems Details screen, press the Select button and add a Form into a Problem.

Step 3 Once the Form has been added, double clicking the Form to open the Form. Select the Delete button to remove it.

At this point you can add a versaForm on the Forms tab in a Problem.

Problems Updates - Forms tab (Enterprise version Only)

Forms can be added onto the Forms tab in Problems Update.

Step 1 Open an existing Problem (left navigation menu >> Teams >> select a Team >> select Problems in the drop-down as shown in the below picture).

Step 2 Select the Update button on the top left. On the Forms tab of the Problem Update screen, press the Select button to add a Form into the Problem Update.


Step 3 Once the Form has been added, double clicking it to open the Form. Select the Delete button to remove it.

At this point you can add a versaForm on the Forms tab in a Problem Update.

Problems Template - Forms tab (Enterprise version Only)

Forms can be added onto the Forms tab in Problems Template.

Step 1 Open a Problem Template in versaSRS (Spinner icon on the top left >> Templates & Scheduling tab >> Problem Template icon), on the Forms tab of Problem Template screen, press the Select button to add a Form it.

Step 2 Once the Form has been added, double clicking it to open the Form.

Step 3 Open an existing Problem (left navigation menu >> Teams >> select a Team >> select Problems in the drop-down as shown in the below picture).

Step 4 Apply the Problem Template with a Form to the Problem by selecting the Template icon as shown in below.

Step 5 Save the Problem to log a new Problem, the Form should be on the Forms tab and it can be opened.

At this point you can add a versaForm on Forms tab in a Problem Template and the Problem Template with the Form can be applied and logged a new Problem.

RFCs - Forms tab (Enterprise version Only)

Forms can be added onto the Forms tab in RFCs.

Step 1 Create an RFC in versaSRS (Create New icon on the top right >> RFC).

Step 2 On the Forms tab of RFCs Details screen, press the Select button and add a Form into a RFC.

Step 3 Once the Form has been added, double clicking it to open the Form. Select the Delete button to remove it.

At this point you can add a versaForm on the Forms tab in a RFC.

RFCs Updates- Forms tab (Enterprise version Only)

Forms can be added onto the Forms tab in RFCs Update.

Step 1 Open an existing RFC (left navigation menu >> Teams >> select a Team >> select RFCs in the drop-down as shown in the below picture).

Step 2 Select Update button on the top left.

Step 3 On the Forms tab of RFC Update screen, press the Select button and add a Form into the RFC Update. Once the Form has been added, double clicking it to open the Form. Select the Delete button to remove it.

At this point you can add a versaForm on the Forms tab in a RFC Update.

RFC Template - Forms tab (Enterprise version Only)

Forms can be added onto the Forms tab in RFCs Template.

Step 1 Open a RFC Template in versaSRS (Spinner icon on the top left >> Templates & Scheduling tab >> RFC Template icon), on the Forms tab of RFC Template screen, press the Select button and add a Form it.

Step 2 Once the Form has been added, double clicking it to open the Form.

Step 3 Open an existing RFC (left navigation menu >> Teams >> select a Team >> select RFCs in the drop-down as shown in the below picture).

Step 4 Apply the RFC Template with Form to the RFC by selecting the Template icon as shown in below.

Step 5 Save the RFC to log a new RFC, the Form should be on the Forms tab and it can be opened.

At this point you can add a versaForm on Forms tab in a RFC Template and the RFC Template with the Form can be applied and logged a new RFC.

versa CRM Contacts - Forms tab

versaForms can be used in CRM Contacts.

Step 1 Select the CRM Contacts on the left navigation menu (left navigation menu >> My CRM >> Contacts).

Open a CRM Contact and click Select on the Forms tab to add a Form.

Step 2 Once the Form has been added, double clicking the Form, the Form should be opened.

Step 3 Fill out the Form and select Submit to submit the Form.

Step 4 Select Refresh on the CRM Contact, the submitted Form should be invisabled since the Form has been submitted.

The next steps show how to check the submitted Form results.

Step 5 Open a browser, go to SRSConnect. The address is (http://www.yoursite.net/SRSConnect/default.aspx). Log onto the SRSConnect. The SRSConnect login credentials can be configured in the SRSConnect tab of CRM Contact screen.
Note: The Can Logon checkbox must be checked as shown in the below picture.

Step 6 On the My Forms tab on the left of SRSConnect, all submitted Form results from this User should show on this tab.

Alternatively, all submitted Form results can be viewed in versaForms Submissions screen (Spinner icon on the top left >> Manage tab >> Forms icon >> select Submission Results in Tools column).

At this point you can add versaForms to versaCRM Contacts and view the results of the versaForms for an individual versaCRM Contact or all results of the Forms.


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