Installation & configuration of SuperOffice Analyze for Customer Service

Installation

Licence import

User same procedure as for SuperOffice Analyze package. The name of the package is «SuperOffice Analyze for Customer Service»

Download package

Click on the download link for the package.

PS! there is no longer a separate installation for CS, it's included in the SuperOffice Analyze package.

Install the package

Click the Install link for the package. Ensure that the information is correct and click the Test button to confirm it. Click the Install button at the bottom to start the installation.

 

First time configuration

System variables that are specific to Customer Service

Note! For a new installation, variables marked as this, MUST always be considdered carefully.

System variable

Purpose

ej_url_base
Must always be set for new installations!

 

Base URL for links to Customer Service dialogs. The part of the URL that is specific for each dialog is added to this URL to get a complete URL.

Possible values:
free text

Default:
http://www.soweb.com/ejournal/scripts/

ej_url_contact_view

Used to create an URL that displays the contact dialog in Customer Service. This partial URL is added to the base URL (ej_URL_base).

Possible values:
free text

Default:
ticket.exe?_sf=&action=viewTableEntry&table=contact&id={0}

ej_url_ticket_view

Used to create an URL that displays the ticket dialog in Customer Service. This partial URL is added to the base URL (ej_URL_base).

Possible values:
free text

Default:
ticket.exe?_sf=0&action=listTicket&ticketId={0}

ej_hour_cost
Must always be set for new installations!

 

Cost per hour in currency defined by the currency_budget system variable. This setting is used to calculate the estimated support cost in the calculated column named "Cost (currency)" in the data table dCS Service details. Give this value an estimated support cost pr. hour for your operation.

Formula used:
TimeSpent(minutes) * ej_hour_cost / 60.0

There is no currency parameter for the data table dCS Service details so no currency conversion is required.

Possible values:
any valid number

Default: 500

For a complete description of the other system variables click here

 

How to change the value of a System variable

Go to System Administration -> System -> Variables, and expand SO Edition node.
The highlighted system variables are specific to the package and must be set to the customer’s preference:

The system variable dialog:

Set the new value:

 

Including data from the extra tables

To list the extra tables and columns enter this command in SQL Server Management Studio:

exec crm7.ba_p_main4cs @pList='more_help', @access_mode=0

 

Modify the “dCS Service details” data table to include data from these tables.