Web Interface: Difference between revisions
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*[[Commit Web Interface Troubleshooting]] | *[[Commit Web Interface Troubleshooting]] | ||
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*[[Web Interface FAQ]] | |||
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[[Category:Installation]] | [[Category:Installation]] | ||
[[Category:User Manuals]] | [[Category:User Manuals]] | ||
Revision as of 09:42, 18 August 2009
This document contains information about how to install, configure and run the Web Interface application.
This document is also available as Readme.txt file:
<Installation_DIR>\Commit\WebInterface\Readme.txt
Note: "<Installation_DIR>" refers to the path on the server (drive and directory) where the CommitCRM server files are installed.
General Settings and Configuration
Setting the Port
Commit Web Interface communicates with users/browsers through a port.
In order for the service to use the port, it should be set up in the Web Interface properties file. This port should not be in use by any other application or service.
CommitCRM's default configuration uses Port 4961.
To change the port number, edit the file <Installation_DIR>\Commit\WebInterface\CommitWebInterface.ini and change the port under the token: 'ServerPort'
IMPORTANT NOTE:
If you use a firewall, proxy, etc. it is recommended that you open Port 4961 in order to allow a connection to be established with Commit Web Interface.
If this port is blocked by a firewall, a connection cannot be established.
Setting the Server IP or URL
Commit Web Interface uses a permanent IP address or URL. This IP/URL is the external Internet address of the computer on which Commit Web Interface is running.
You can set up the server IP or URL by editing the file <Installation_DIR>\Commit\WebInterface\CommitWebInterface.ini and changing the token: 'ServerIP' (e.g. ServerIP=212.140.210.143 or ServerIP=www.mydomainname.com).
Note that by default the Web Interface uses IP 127.0.0.1 (localhost), which means you can use the Web Interface on your local computer only.
Activating Commit Web Interface
Install/Uninstall Commit Web Interface
Commit Web Interface runs as a Windows Service on your server.
Install
This part of the installation should be performed on the server or on the computer on which the CommitCRM is installed.
Note: Make sure to run CommitCRM client at least once before installing the Web interface service for the first time.
When logged in to the server with an Administrator account, open a command prompt window and enter the following command:
<Installation_DIR>\Commit\WebInterface\CommitWebInterface.exe -install
Notes:
- In case you wish to install and run the Web Interface service on Vista, you should run the command prompt from Start > Accessories > Command Prompt > right-click it and select > Run as administrator.
- The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.
After installing the service, a pop-up window should be displayed letting you know the service was installed successfully. If this window does not appear, this may be because the user running the command prompt does not have the required rights - make sure you run as administrator (see Note 1 above).
After a successful service installation, a service called CommitWebInterface is now displayed in the system services management window (Control Panel > Administration Tools > Services).
Using the Services Management window, start the service ad make sure that the service is defined to start automatically (Startup type > Automatic) each time the server is restarted.
Uninstall
To Uninstall Commit Web Interface stop the CommitWebInterface service and then type the following command in a command prompt window on the server: <Installation_DIR>\Commit\WebInterface\CommitWebInterface.exe -uninstall
Define Web Users
To test the installation and start using Commit Web Interface, create web users for employees and customers.
Web user management is done within the CommitCRM application. Login to CommitCRM and follow these instructions:
Creating web users for employees
Open the Employees/Accounts window and navigate to the desired employee record.
Select the "Employee" tab and click on the "Configure Web User" Button.
Set a web username and password and confirm.
Creating web users for customer Accounts
Open the Accounts window and navigate to the desired Account record.
Select the "Web Users" page, click on the "Add" button at the bottom of the page and set the web user username, password and other information and confirm.
Notes:
- Commit Web Interface will identify the newly created users within several minutes.
- All passwords are case sensitive.
- Since each username must be unique in the entire system, it may be a good idea to add a common prefix to all the web users of each Account, i.e. BIZ_1_John, BIZ_1_Mary, BIZ_2_John, BIZ_2_Phil etc.
If you set an Account number for each of your accounts (using the Account# field), you can set the system to automatically add the Account# as a prefix for each new web user you create. Use the Options > Web Interface to set this feature.
Login to the Web Interface
In your web browser, enter in the URL: http://127.0.0.1:4961
Note: You should modify this link to reflect your IP/URL address and Port.
A login page will be displayed. Enter the username and password you defined. Click the Login button to log-in.
You can also embed the login page in your web site.
Document Download and Upload Settings
Using the Web Interface, employees can download and upload CommitCRM documents which are located on your server, directly from the browser.
In order to allow file downloads and uploads, you should first enable file download and upload to allow the Web Interface Service to access the documents for downloads and uploads.
To enable uploads and downloads, go to Tools > Options > Web Interface:
In this window an administrator user can determine whether Web Interface users will be able to download and upload documents:
- Check the Enable file downloads over the Web option to allow files download.
- Check the Enable file uploads over the Web option to allow files uploads.
In any case, both for download and for upload, the administrator should also take care of folders mapping (see below).
Document Folders Mapping
In order to allow file downloads and uploads, you should first map the folder locations for the documents, so that the Web Interface Service will be able to access them for download and uploads. You can also define folders which will deny access, in case you need to protect sensitive information from being accessed via the web interface.
The CommitCRM Document files can be physically stored in various places on your server. The system has a default documents folder (as mapped in Tools > Options > Documents > Default Document Folder), which is usually physically located on the server. Note that the documents UNC path in the Document's properties is stored in the same way the client PCs sees it.
When the Web Interface tries to access a file on the server, this is done via the Web Interface service, running on your server. This means that the paths that are specified in the document properties in CommitCRM will probably not be comprehensible to the Web Interface Service running on your server.
For the service to be able to access these files, you need to 'teach' the server how to access the files locally, when encountering a mapped drive in the file path.
To setup the documents folders mapping settings, go to Tools > Options > Web Interface:
To map the folders, click the Setup folder mappings button to open the download folders settings window:
Allow Folders Settings
In the Allow Web Access To Folders tab, you should map the folders in order for the web interface service to be able to access them from the Web Interface.
In this tab, you can enter the path mappings, which will map the 'network' path to the 'local' server path.
In the edit box, enter the Network Path (as client PCs see it), then an * (asterisk), and then the local server folder.
You should enter one mapping per line. For Example: F:\OfficalFiles\Docs * C:\AllUserOfficeFiles\Docs
Where:
F:\OfficalFiles\Docs - Mapped path as Client PCs see it.
* - Divides between the network and local path of the mapping.
C:\AllUserOfficeFiles Docs - Local path as the server sees it.
Note: You only need to set mappings for root document folders. All files stored under each root folder, including files in subfolders, will become available from the Web Interface automatically.
For example, if you map the folder F:\OfficalFiles\Docs then files stored at F:\OfficalFiles\Docs\your customer\ will be available.
Deny Folders Settings
In the Deny Web Interface Access To Folders tab, you can define the folders for which you want to deny access from the Web Interface.
In this tab, you can deny access to certain folders, in order to protect a document folder from unauthorized downloads and uploads
In the edit box, you should type in the paths you wish to deny access to. It's better to use a server's local path, although network paths are also allowed (they should appear in the same way they appear in the document's properties).
You should enter one folder path per line. For Example:
C:\OfficeFiles\Private
D:\ITDocs\Passwords
Note: The system will automatically block access to files stored under each specified folder, including files in subfolders.
For example, if you block the folder D:\ITDocs\Passwords, files stored at D:\ITDocs\Passwords\RDP\ will be blocked too.
Default Filing Folder Settings
When files are uploaded via the Web Interface, they are automatically saved in the account's “Docs Dir” folder (which can be defined in the account window, under the Details tab). However under certain circumstances the Docs Dir folder cannot be accessed over the Web Interface, such as when no Docs Dir folder has been created for an account, or when it has been placed in the Deny Folders list.
For this reason, users should define an “Uploads Default Folder.” When a file cannot be uploaded to the account’s Docs Dir folder, it will be automatically uploaded to this default folder. To define the Uploads Default Folder, go to Tools > Options > Web Interface > Setup Folder Mapping button > Folder Mapping Settings window > Uploads Setting tab > Define default uploads field:
Setting Customer Privileges
Using the Web Interface, customers can create new tickets; view their open and closed tickets; view contract information, charges, assets, and Knowledge Base articles; download files; and more.
All customers are given the privilege of viewing tickets and adding new tickets via the Web Interface. Other types of data can be allowed or denied to customers via the Options window. By default, all possible customer privileges are made available to customers. A system administrator can then allow or deny specific privileges.
To define customer privileges, go to Tools > Options > Web Interface:
By selecting or deselecting the privileges at the bottom of this window (see section circled in red) the system administrator can determine which privileges are made available to customers using the Web Interface:
- Charges
Selecting this option will allow customers to see charges when viewing tickets and contracts.
Deselecting this option will hide the Charges area in the ticket view for all customers. - Assets
Selecting this option will allow customers to see the Assets tab and the list of all assets linked to their account.
Deselecting this option will hide the Assets tab altogether for all customers and they will not be able to see the list of existing assets. - History Notes
Selecting this option allows customers to see the Contracts tab and to view all of their existing contracts.
Deselecting this option hides the Contracts tab altogether and prevents customers from viewing their contracts and terms. - Contract Status
Selecting this option will allow customers to see the contracts tab and view all of their existing contracts.
Deselecting this option will hide the contracts tab altogether and customers will not be able to view their contracts and terms. - Download Document public files linked to their account
In this section, the system administrator can define whether customers can download and view documents linked to their account. Note that only documents marked as Public in the document properties will be available to customers via the Web interface.
You can also find more details on setting up the Web Interface for files download in the Document Download Settings section. - Public Knowledge Base Articles and Download Linked Files
In this section, the system administrator can define whether customers can view Knowledge Base articles. The system administrator can also further define whether customers can download files linked to these articles. Note that only articles marked as Public will be available to customers via the Web interface.
For more details on articles privileges, see the Knowledge Base Manual, Security and Privileges section.
In any case, make sure to restart the Commit Web Interface service after performing any changes, so they will take effect in the Web Interface.
Generating and Printing Reports Using the Web Interface
When using the Web Interface, users can generate reports and save them as PDF files. These files are automatically downloaded to the user’s local computer, from where they can be printed. For most entities (all other than Tickets), the system allows for only one pre assigned report—referred to as the “Default Detailed Report” —to be generated via the Web Interface. This report is defined in the client application by going to Tools > Options > Accounts/Assets/Opportunities tab > ”Default Detailed Report” field.
To print a report for an entity (other than Tickets), open the entity’s window in the Web Interface. Click on the ”Print Default Details Report” field in top right corner
Generating and Printing Ticket Reports When working with Tickets over the Web interface, users have more Report options. Users can choose from two predefined Ticket reports that are only available over the Web interface—the “Printable Service Form” or the “Printable Service Form, Including Taxes”. These reports are specifically designed to be used from the Web Interface and are available from the Ticket window. Printing any of these reports will immediately display them in a print-preview window, allowing you to print the report to a local printer.
For all other reports, click on the “Printing to PDF...” option, which opens a drop-down list of all the reports available for tickets. In this list you can can choose from any of the reports available for tickets in the client application. The report is generated and saved as a PDF file and downloaded to the local PC.
Selecting one of these reports prints the report into a temporary PDF file on the server, and immediately downloads it so you can open the PDF file or save it locally. You can then print the PDF report to a local printer.
Tips & Tricks
Embedding a login page in your web site
All user logins are performed through a browser login page. This login page is usually accessed from your existing web site.
You can choose to use a predefined login page or customize your own login page (advanced).
To use the predefined login page
Add the following line to the relevant page/s in your existing web site:
<A HREF="http://127.0.0.1:4961">Click to login</A>
Note: You should edit this link to reflect your IP/URL address and Port (127.0.0.1 to your IP/URL and 4961 to the port in use).
|
Customize your own login page (advanced)
If you prefer that a login area will be embedded in one of your web site pages (i.e. the actual login fields will be displayed in the page and not only a link to a login page) complete the following instructions.
Embed the following HTML/script code in one of your web pages.
The <SCRIPT> code should be added beween the HTML <HEADER> and </HEADER>.
The <FORM> code should be added in the HTML <BODY> area; You need to update the default IP/URL (127.0.0.1) to your IP/URL, and the default port number (4961) to your port settings.
Please embed the following HTML code.
Copy and paste this section to your HTML <HEADER> section:
Note: Copying from here may contain some illegal characters (depending on the web browser). If you are encountering any problems embedding this code, please try copying the HTML part from the Tips&Tricks section inside the readme file at: <Installation_DIR>\Commit\WebInterface\Readme.txt file instead.
<SCRIPT language="JavaScript">
function CmtCheckInput ()
{
if (document.CmtForm.CmtUsrNamePrm.value == "" )
{
alert('Please enter your user name');
document.CmtForm.CmtUsrNamePrm.focus() ;
return false ;
}
else if (document.CmtForm.CmtUsrPWPrm.value == "" )
{
alert('Please enter your password');
document.CmtForm.CmtUsrPWPrm.focus();
return false ;
}
else
{
aWinSize = ",width="+screen.width+",Height="+(screen.Height-100)+",Top=0,Left=0";
aNewWin = window.open("","CmtNewWindow","toolbar=0,menubar=0,scrollbars=1,resizable=1,
status=1,directories=0,location=0"+aWinSize);
aNewWin.name = "CmtNewWindow ";
return true ;
}
}
function cmtLogin()
{
if (CmtCheckInput())
{
document.CmtForm.submit();
document.CmtForm.CmtUsrPWPrm.value = "";
}
}
//-->
</SCRIPT>
Copy the following HTML code, paste it in the HTML <BODY> area and modify the IP and Port as described above:
<FORM name="CmtForm" target="CmtNewWindow" method="post" action="http://127.0.0.1:4961" onSubmit="return CmtCheckInput ()"> <table> <tr> <td>User Name: </td< <td><input name="CmtUsrNamePrm" type="text" id="CmtUsrNamePrm"></td> </tr> <tr> <td>Password:</td> <td><input name="CmtUsrPWPrm" type="password" id="CmtUsrPWPrm"></td> </tr> <tr> <td> </td< <td><input type="button" onClick=cmtLogin() value="Login"></td> </tr> </table> </FORM>
Adding your name and logo to Commit Web Interface pages
You can add your name, logo, etc. to pages displayed by Commit Web Interface. Your name and logos should be formatted using HTML code, which will automatically be embedded in all pages generated by Commit Web Interface.
You can design a header and footer for the page.
To display headers and footers, login to Commit, open the Options window, go to the Web Interface page and check the Header/Footer checkboxes (these are checked by default).
Place the HTML for the Header and Footer in these files:
Header: <Installation_DIR>\Commit\WebInterface\Files\MyOfficeSetting1.txt
Footer: <Installation_DIR>\Commit\WebInterface\Files\MyOfficeSetting2.txt
You can open these files in an editor (Notepad etc.) either navigate to their location using Windows file explorer or by clicking on the dedicated buttons in the Options window - Web Interface page.
Notes:
These files are not standalone HTML pages and should NOT include the standard HTML page tags
like <HEAD>, <BODY>, etc.
The HTML code should include only HTML code related to the design of your name, logo etc. and not
to any other page related HTML tags.
If you use image files in the HTML, you should save these images in the same directory and link to
them using the "/Files/" token.
For example, to use the image file called "mylogo.jpg" in your HTML code, save it as
<Installation_DIR>\Commit\WebInterface\Files\mylogo.jpg and link to it in the HTML as follows:
<img src="/Files/mylogo.jpg">
If you are using the predefined login page (i.e. you've added a link to it from your web site) you need to restart the CommitWebInterface service each time you modify the header and/or the file(s).
Receiving Email Alerts whenever a customer creates a new ticket or updates it
To activate the Email Alerts feature:
- Open <Installation_DIR>\Commit\WebInterface\CommitWebIntNotifications.ini file and set your mail server settings.
- Open <Installation_DIR>\Commit\WebInterface\CommitWebIntNotificationsEmails.txt file and write the email addresses that should receive alerts when customer creates
a new ticket or update it.
Each email address should be added in a separate line and without any additional characters (do not use any commas, colons, semi-Colon, quotes etc.- just standard email addresses).
The Commit Web Interface will immediately start sending alerts as the files are saved. There is no need to restart the CommitWebInterface service after modifying the content of these files.
Testing Commit Web Interface on your LAN prior to installing it for internet use
- Set the ServerIP in CommitWebInterface.ini to your internal server’s IP
- Make sure that the default ServerPort is not already in use, or modify it if necessary
- Restart CommitWebInterface service
- To login, open the following file in Internet Explorer <Installation_DIR>\Commit\WebInterface\Files\cmtcustlogin.htm
Troubleshooting
Changing CommitWebInterface.ini parameters does not take effect
Solution: After modifying <Installation_DIR>\Commit\WebInterface\CommitWebInterface.ini, restart CommitWebInterface service for the changes to take effect.
Cannot login using newly defined web users
Solution: If you cannot login using web users you've just created/enabled, please note that it may take up to five minutes until your new settings take effect, and that the password is case sensitive.
No response from the server (seeing a blank page or an access error message)
Solution:
- If a connection cannot be established through the Internet/LAN, and the CommitWebInterface service is running, make sure no other applications or services on the server are using the same port as that set for Commit Web Interface, and that you have set up the correct IP/URL address.
- If a connection cannot be established through the internet, but can be established on your LAN, make sure you have opened up the port used by Commit Web Interface in your firewall/proxy.
- A common problem which can result with no response from the server, relates to DEP (Data Execution Prevention). You should open Window's DEP settings and allow CommitWebInterface service to accept connections.
DEP can be found under System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
Make sure you allow the CommitWebInterface service (its executable is found in <server>\Commit\WebInterface\CommitWebInterface.exe)
Usually this requires reboot of the server for the changes to take effect.
Session timeout is too short
Solution: If a user doesn't perform any action within a specified period of time his session expires and he needs to reenter the system. The default timeout value is 60 minutes. You can modify the default by editing the TimeOutAmount value in file <Installation_DIR>\Commit\WebInterface\CommitWebInterface.ini
Can't download documents from the web interface
Solution: Using the Web Interface, employees can download Commit documents which are located on your server, directly from the browser.
In order to allow file downloads, you should first map the folder locations for the download, so that the Web Interface Service will be able to access them for download. You can also define folders which will deny download, in case you need to protect sensitive information from being accessed via the web interface. To setup the documents download settings, go to Tools > Options > Web Interface. Read more about this under Document Download Settings.