© Peregrine YSTEM Se ServiceCenter 6: Exercises sc600 415104 ‘© 2004 Confidential Material of Peregrine Systems, IncTS {© 2004 Confidential Material of Peregrine Systems, Inc. 415104Contents Exercise 1: Exercise 2: Exercise 3: Exercise 4: Exercise 5: Exercise 6: Exercise 7: Exercise 8: Exercise 9: Exercise 10: Exercise 11: Exercise 12: Exercise 13: Exercise 14: Exercise 15: Exercise 16: Exercise 17: Exercise 18: Exercise 19: Exercise 20: Exercise 21: Exercise 22: Exercise 23: Exercise 24: Exercise 25: Exercise 26: Exercise 27: Exercise 28: Exercise 29: Exercise 30: Installing ServiceCenter .. Using Database Manager . . Creating a New Database Definition . Document Engine .............. Using Forms Designer - Wizard .. Using Forms Designer - Blank Canvas ..... 6-1 Working with Format Control .. Advanced Format Control Creating a Master Format Control Record ... 9-1 Creating Dynamic View Dependencies ... 10-1 Establishing Links .. Posting Data Creating Virtual Joins Creating Cascade Updates . Creating Stored Queries . Working with Inboxes . Using Global Lists .. Creating Menus .. Using Display Options . Creating an Operator Record Working with Profiles and Roles Adding New Device Types . . Passing Supporting Data . Relating Data Across Applications . oc Working with Multi-level Categorization .. 25-1 Using the Notification Engine ... +» 26-1 Creating Macros .. 27-1 Applying JavaScript . 28-1 Using the Breakdown .. 29-1 Using Publish and Subscribe—Static .... 30-1 415104 © 2004 Confidential material of Peregrine Systems, Inc. 1Contents ——— Exercise 31: Using Publish and Subscribe—Dynamic .. 31-1 Exercise 32: Creating a New Script .. + 32-4 Exercise 33: Creating a Wizard - 33-1 Exercise 34: Working with Root Cause ... 34-1 Exercise 35: Loading Records -. 35-1 © 2004 Confidential material of Peregrine Systems, Inc. 415104& The AtoZ Events, Inc. Scenario Introduction ‘AtoZ Events, Inc. (AtoZ) is the subject of a scenario used throughout the lab exercises in ServiceCenter. The purpose of this scenario is to introduce concepts and knowledge required for ServiceCenter implementation. The exercises provide examples of tasks that you encounter as a ServiceCenter implementer or administrator. Company Profile ‘AtoZ is a fast-growing event management and party supply company. AtoZ specializes in special events, such as trade shows, conventions, concerts, and art exhibits. The company manages 10 to 20 events per month and organizes all ofits customer requirements from locating the venue, to providing music, and arranging the catering. ‘AtoZ is geographically spread over 10 locations in U.S. Its headquarters is in ‘San Diego where it employs 100 people. It has grown rapidly and it now needs to improve call, incident, asset management, and documentation. AtoZ is dedicated to providing the highest quality event management to its customers. They believe that retaining customer satisfaction and enduring customer relationships bring success to the company. Your Role Throughout the lab exercises, you play various roles in AtoZ, such as system administrator and helpdesk operator. You receive assignments via e-mail from the AtoZ management team. The Helpdesk supports distributors, suppliers, and the company’s employees in the San Diego office. AtoZ has chosen ServiceCenter 6 Service Management, Incident Management, Inventory Management, and Root Cause Analysis to facilitate the management of their infrastructure. Additional Information Inventory In addition to consumables, AtoZ’s inventory is as follows: ai5i04 ‘©2004 Confidential material of Peregrine Systems, Inc. ii+ Cargo Vans ServiceCenter 6: Tailoring + DJ equipment, including PA system, stereo, and speakers + Tables + Chairs + Porcelain + Glasses + Table linens Employees Name Jennifer Falcon Login ID falcon Bob Helpdesk BOB.HELPDESK Helpdesk Operator Susie Supertech SUSIE.SUPERTECH IT Technician Max Manager MAX.MANAGER Helpdesk Manager Kimberly Melo Events Manager Lydia Banner CEO) "©2004 Confidential material of Peregrine Syste 45104Peregrine Exercise 1: Installing ServiceCenter To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: ServiceCenter 6 Installation Jennifer, AtoZ Events purchased ServiceCenter to manage its infrastructure. With ServiceCenter we'll be able to better organize our assets. As a result, AtoZ Events will reduce the total cost of ownership, improve the return on investment, and maximize the overall effectiveness of the company. This tool will not only provide asset management, but will also allow tailoring to our needs and adequate management of AtoZ's complex environment. Itis important that ServiceCenter is installed properly. Please ensure this gets done. Let me know if you have any questions, Thanks, Max Tasks required to accomplish the scenario: 1. Install ServiceCenter Server. 2. Initiate the ServiceCenter Client. 3. Initiate a ServicoCentor instance 4. Disable the SLA and Contract Management processes. Install ServiceCenter 1. Close all applications. 2. Insert the ServiceCenter Installation CD into the CD-ROM drive. 3. Review the following installation options: a. Ifthe Install Shield appears, click Install. “5/04 '2004 Confidential material of Peregrine Systems, Inc. TH1s ernseme co 19 rina can @ eaten @ commas 9 wane nner b. If the Installation Shield does not appear, do the following to initiate the InstallShield: Ristart i. In the Windows operating system, click Start. li. Select Run. Click Browse. iv.In the Browse dialog box, select the CD-ROM drive from the Look in list box. v. Double-click Setup.exe. co vi.Click OK to run the executable. Installing the ServiceCenter Server 4. Click Install ServiceCenter Server on the ServiceCenter Install Shield [EXE] 5. In the ServiceCenter Server Setup dialog box, click Next. "© 2004 Confidential material of Peregrine Systems, nc. “a15104Welcome to the Servicecenter Server Setup Wizard TEZS] 6. In the ServiceCenter Server License Agreement dialog box, select | accept the terms in the License Agreement and click Next. 7. In the Choose ServiceCenter Server Setup dialog box, click Complete. cutee | [Eo] Srpesreneoatninde Gone TEES] 8. In the ServiceCenter Server dialog box, select the folder to install the setup files, then click Next. ‘5104 ‘© 2004 Confidential material of Peregrine Systems, Inc. +3v4 ta 9. In the ServiceCenter Server Setup dialog box, click Install. end tal ayaa ohn itn, matron ge YE Fou tr, shen hconalcen core | | | | | Lew | 10. In the ServiceCenter Server Setup dialog box, ensure that the Configure Server check box is selected and click Finish. "© 2004 Confidential material of Peregrine Syslems, ‘asi04Completing the ServiceCenter Server Setup Wizard cabereiaie TEES] 12. in the Peregrine Deployer: Service Configuration dialog box, enter the authorization code in the Auth Code field and ensure that the entries in the rest of the fields are correct. Then, click Next. 15104 "© 2004 Confidential material of Peregrine Systems, Inc. pi er 13. In the Peregrine Deployer: Server Configuration dialog box, ensure that the Install Windows service check box is selected and click Finish. Installing the ServiceCenter Client 14. Click Install Windows Client on the ServiceCenter install Shield. 45. In the ServiceCenter Client Setup dialog box, click Next. 1004 Confidential material of Peregrine Systems, Inc, "asI04Welcome to the ServiceCenter Client Setup Wizard 16. In the ServiceCenter Client License Agreement dialog box, select | accept the terms in the License Agreement and click Next. 17. In the ServiceCenter Client Setup dialog box, click Complete. 18. In the ServiceCenter Client dialog box, select the folder to install the setup files, then click Next. 45104 ‘© 2004 Confidential material of Peregrine Systems, IncTomato ck Tata at bone tele k Install. 20. In ServiceCenter Client dialog box, click Finish. "©2004 Confidential material of Peregrine Sysiems, Inc "a15/08Completing the ServiceCenter Client Setup Wizard 21, Click Exit Install to close the ServiceCenter Install Shield. Initiating the ServiceCenter Server 22. Access the ServiceCenter Console from the Windows Desktop. Click Start, select Programs, click ServiceCenter Server, then click Console. teunning ‘There ore Uprocessesranning 23. Click Start. NO ne re aera ee al 415104 ‘© 2004 Confidential material of Peregrine System: +9)‘The SevicsConar savica sunning (Thiio w 17 processes ring == 8 Initiating the ServiceCenter Client 24. Access the ServiceCenter Console from the Windows Desktop. Click Start, select Programs, click ServiceCenter Client. Creating and Initiating a Connection 25. In the Connections dialog box, type falcon in the User name field to connect as falcon. CO 110 "©2004 Confidential material of Peregrine Systems, Inc ‘75104ae a as 26. Click Connect to initiate a ServiceCenter connection Note: Click New in the Connections dialog box to create a new connection. Disconnecting from ServiceCenter 27. Click File > Disconnect from New_configuration to disconnect from ServiceCenter, as shown in the following screen: For more information about installing ServiceCenter, refer to the ‘ServiceGenter Technical Documentation. , nc. TT ‘© 2004 Confidential material of Peregrine System:"© 2004 Confidential material of Peregrine Systems, Inc 5108© Peregrine Exercise 2: Using Database Manager To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Update Contact Info Jennifer, Would you please make the following changes: + Bill Bartle is a new contractor in the customer support division. Please add his name to the contacts list. + Sarah Watson has retired and is no longer with the company, so please remove her information from the contacts list. + We need to add our company, A to Z, to the Company list. + Add the Professional Services Department to the Departments list. Thanks, Max Tasks required to accomplish the scenario: 1. Add new records to the supporting databases. 2. Modify an existing record 3. Delete a record. Add new records to the supporting databases 1. Connect as a System Administrator using the falcon operator ID. 2. Inthe System Navigator, expand Menu Navigation. Then, expand ‘Support and double-click Contacts. + What utility of ServiceCenter are you in? + How did you determine this utility? “415104 ‘© 2004 Confidential material of Peregrine Systems, Inc.& 3. Type Bill Bartle's business information. Use the following screen and table to complete the data entry: Tiaras | Oar 2 TO 6 iene @ waa Pa frome | a — = a ose — ce ™ SST] once = S| ome Soin to 4 — = ee) ve anne | Goosen EES] emai | L ~ CD ecpares Entitems Field Value Contact Name BARTLE, BILL Last Name Bartle First Name Bill ‘Company (use fill) ACME Dept Name (use fill) Customer Support Title Manager, Customer Support Email bbartle@acme.com Manager (use fill) CHAN, HEATHER Service Contract ACME INTERNATIONAL ‘©2004 Confidential material of Peregrine Systems, Inc a5r0e© 4. Click the Address tab. Type Bill Bartle’s address information. Use the following screen and table to complete the data entry: wate rT Fas see Tana 3 | , aa ‘me we = — | | | Field Value Location (use fil) ACME HQ Building B Floor 2 5. Click the Contact Numbers tab. Type Bill Bartle's contacts information. Use the following screen and table to complete the data entry: 5104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 23va 6. 7. ield Value Work (800) 422-5505 Extension 345 FAX (770) 954-4590 Click Add. + What message did you receive? Note: The Active Notes dialog box opens depending on your system configuration. Click OK to close it. Click OK, and then click Back to return to the System Administrator's Main Menu. Add a company record 8. In the System Navigator, expand Menu Navigation. Then, expand Support and double-click Companies. ‘Type A to Z's company information. Use the following screen and table to complete the data entry: "© 2004 Confidential material of Peregrine Systems, Inc 415104coneany code Sietaateceone — aaartaam —e] = areas —————— sate | _ceylcouey Poet Code Pent Ser eee seve ee Sere oe ina Stow Conoany is Cimoaronyatectos tow Field Value Customer ID 005) Company Code ATOZ Company Name ‘AtoZ Events Default SLA for company | DEFAULT Platinum Customer Since (03/01/02 00:00:00 ‘Address 7064 Music Mania Avenue City/County/Post Code | New Orleans /LA/70130 Country USA\ Phone Number (800) 555-6899 Fax Number (888) 555-1551 ‘Service Manager (use fill) | MANAGER1 Service Delivery Manager | SM1 (use fill) ‘Show Company in Multi- | Yes Company Lists 5104 ‘©2004 Confidential material of Peregrine Systems, Inc. 25Field Value Always Show Company in | Yes Lists [Be] 10. Click Add. + What message did you receive? + What buttons changed in the Editor Toolbar? ‘11. Click OK, and then click Back to return to the System Administrator's Main Menu. Add a new department 12. In the System Navigator, expand Menu Navigation. Then, expand ‘Support and double-click Departments. 13. Type the Professional Services department inform screen and table to complete the data entry. In. Use the following tas enoate tes i eseeseeseceneaeaneeesa Re AIEEE RE EERE EC, Field Value [DeptName | Professional Services ——SSCSC*Y Dept Code 6000 Company (use fill) ATOZ SLA DEFAULT Platinum NS eeeEeE— 26 (© 2004 Confidential material of Peregrine Systems, Inc “a5104Q Field Value Job Titles Manager Consultant Administrative Assistant 14, Click Add. 15. Click OK, and then click Back to return to the System Administrator's Main Menu. Modify an existing record 16. In the System Navigator, expand Menu Navigation. Then, expand ‘Support and double-click Contacts. ¥aeach | 17. Click Search to display the records. + How many records were returned? Hint: Click the Count button available on the Editor List Toolbar. + Can! limit the return list? + What controls having just a list of records or having a split screen? Note: The record list option from the Window > Preferences box can be tumed on or off. Clients can be set by the administrator before install. A split screen is used with the return list of records in the top and the detail of a selected record in the bottom. 18, Select Bill Bartle’s record to view it, if not already selected, 19. Click the Contact Numbers tab to change the extension. 20. In the Extension field, type 328. sve | 21. Click Save. + What message did you receive? + What is the difference between using the Add button and the Save button? 22. Click OK, and then click Back to return to the System Administrator's Main Menu —— 415104 "© 2004 Confidential material of Peregrine Systems, Inc. 7Delete a record 23. In the System Navigator, expand Menu Navigation. Then, expand Support and double-click Contacts. 24. In the Contact Name field, type W, then click Search. + How many records were returned? + What type of search was just executed? 25. Select Sarah Watson's record. 26. Click Delete. + What dialog box did you receive? * Are you deleting a single record, a list of records, or the whole database? 27. Click Yes to delete the contact record from the database. + What message did you receive? 28. Click OK, and then click Back to return to the System Administrator's Main Menu. 29. Collapse alll folders in the System Navigator leaving only the Connection - New_configuration folder expanded. 30. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information on Database Manager, refer to the ServiceCenter Technical Documentation. 201 confidential material of Peregrine Systems, Inc. “asi04© Peregrine Exercise 3: Creating a New Database Definition To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Events Database Jennifer, AtoZ Events needs to begin tracking each event with all the pertinent details. Can you create a database to hold the information I've listed below? + Event name + Dates + Services requested + Contact info + Web site address + Notes Expand upon these as necessary. Thanks, Max Tasks required to accomplish the scenario: 1. Create a new database dictionary file. 2. Defining field names and Data Policy. 3. Add a key. Create a new database dictionary file 1. Connect as a System Administrator using the falcon operator ID. 2. Inthe System Navigator, expand System Defi Files folder. 3. Right-click the Files folder and select New > File. jon. Then, expand the ‘45/04 "©2004 Confidential material of Peregrine Systems, Inc otGt Faves andeatooaee i her nnguton Hp sevens Bsmt 2 oat OB Uses @ Sysembefntin In the Create New File dialog box, type events in the File Name field. In the Primary Field Name field, type event.id. Ensure that the value in the Key Type field is Unique. 4 5. 6. Select TextField from the Field Type drop-down list. 7. 8. Click OK. Defining field names 9. In the System Navigator, expand the newly added events file. Then, expand Database Definition, Keys followed by Unique. The unique key event.id is visible under the Unique folder. 10. Expand the Fields folder. Notice the event.id field under Fields. ‘©2004 Confidential material of Peregrine Systems, In. "415/08am onieeteitin =] OS Des oe | _gboseerttnmn | 11. Use the following data to populate the events dbdict. A step-by-step example to add the first entry follows: a. Right-click Fields, and select New followed by Text Field. b. In the Edit Field Information dialog box, type event.name in the Field Name field, c. Inthe Caption field, type Event Name. d. Click OK. Field Name Field Type Caption ‘event.name text Event Name ‘event.from dateltime Event From event.to date/time Event To cust.since dateltime Customer Since 45104 "© 2004 Confidential material of Peregrine Systems, Inc. 3Field Name Field Type Caption company.name | text ‘Company Name main.contact text Main Contact phone text Phone address text ‘Address city text City state text State postal.code | text Postal Code website text Website email array, text Email + When an Array Field type is used, right-click the newly added Array ‘Type field and select New > Text Field. in the Edit Field Information dialog box, ensure that the Field Name is email, the Field Type is TextField, and click OK. music boolean Music advertising boolean ‘Advertising decoration boolean Decoration notes array, text Notes + When an Array Field type is used, right-click the newly added Array Type field and select New > Text Field. In the Edit Field Information dialog box, ensure that the Field Name is notes, the Field Type is TextField, and click OK. status text Status 12. After you have finished creating the database definition, change the values of the following fields. A step-by-step example to add the first entry follows: ‘©2004 Confidential material of Peregrine Systems, Ine ‘a15I04Double-click the event.name field. Click the Data Policy tab in the Edit Field Information dialog box. In the Mandatory field, type true. In the Validation field, type Ing(event.name in $file)>3. Click OK. a. b. ©. 4, e. ten [iene are aT mentee [ eS omens [fe span 13, Right-click the Database Definition folder in the System Navigator and select Save, as shown in the following screen: res I Aevert hay Company Westone Fe Decorate a Bere 1 Even Fe Eve 1, cals rare 14. Click OK in the Confirm Action dialog box, as shown in the following screen: 415104 "© 2004 Confidential material of Peregrine Systems, Ine 35Q Sontines in Coy 15. Click OK in the message box, as shown in the following screen: 2) eee ee Se eee eer] 16. Collapse all folders in the System Navigator leaving only the Connection - New_configuration folder expanded. 17. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. Review the default contacts form 18. Connect as a Helpdesk operator using the BOB.HELPDESK operator ID. 19. In the System Na Contacts. 20. Verify the following on the Business tab: * What field(s) are mandatory? * What field(s) are read-only? 21. Click Back to return to the System Administrator's Main Menu. jator, expand Menu Navigation and double-click 22. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. Modify the data policy record to filter data 23. Connect as a System Administrator using the falcon operator ID. In. Then, expand the 24. In the System Navigator, expand System Defini Files folder. ‘©2004 Confidential matt ial of Poregrine Systems, Inc 415104‘5104 © 25, Expand the contacts file. Then, expand the Data Definition folder followed by the Fields folder. 26. Change the values of the fields given in the table below. A step-by-step ‘example to add the first entry follows: a. Double-click the contact.name field. b. Click the Data Policy tab in the Edit Field Information dialog box. c. Inthe Mandatory field, type true d. In the Validation field, type Ing(contact.name in $file)>4. e. Click OK. FieldName | Column Name | Value contactiname | Mandatory true Validation Rule | Ing(contact.name in Sfile)>4 group Read Only index("SysAdmin’, Slo.ucapex)=0 operator.id Match Field name Match File ‘operator shift Default Value | day 27. Right-click the Database Definition folder in the System Navigator and select Save. 28. Click OK in the Confirm Action dialog box. 29. Click OK in the message box that appears. 30. Collapse all folders in the System Navigator leaving only the Connection - New_configuration folder expanded. 31. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. Verify the data policy changes 32. In the System Navigator, expand Menu Navigation. Then, expand Support and double-click Contacts. + Is the Group field read-only? Why? * Did the Shift field default to day? Why? [sass] 33. Click Add + What message(s) did you receive? ‘© 2004 Confidential material of Peregrine Systems, Inc 37© + Are any other fields populated? If so, what value do you se 34, In the Contact Name field, type ZIMM. [esa] 35. Click Add. + What message(s) did you receive? 36. Add the following record into Contacts form. Use the following table to complete the data entry: Field Value Contact Name ZIMMER, JULIE Employee ID ‘AC2953 Last Name Zimmer First Name| Julie Company (use fill) ACME [e381] 37. Click Add. + What message(s) did you receive? + Are any other fields populated? If so, what is the value? + Why did the record add without the ServiceCenter ID (operator.id field) populated? Note: The Active Notes dialog box opens depending on your system configuration. Click OK to close the dialog box. 38. In the ServiceCenter ID field, type Smith. T=] 39. Click Save. + What message(s) did you receive? 40. Click the down arrow to the right of the ServiceCenter ID field and select HELPDESK 1. Hs | 41. Click Save. + What message(s) did you receive? 42. Click Back to retum to the System Administrator's Main Menu. 43. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. 44. Connect as a Helpdesk operator using the BOB.HELPDESK operator ID. "© 2004 Confidential material of Peragrine Systems, Ine "a75104& 45. In the System Navigator, expand Menu Navigation and double-click Contacts. + Is the Group field read-only? + Did the Shift field default to day? 46. Add the following record into Contacts form. Use the following table to complete the data entry: Field Value Contact Name BLACK, MURPHY Employee ID PS8642 Last Name Black First Name ‘Murphy ‘Company (use fill) PRGN [ess] 47. Click Add. + What message(s) did you receive? + Are any other fields populated? If so, what is the value? 48. Click the down arrow to the right of the ServiceCenter ID field and select ONSITE SUPPORT 1 ©] 49. Click Save. + What message(s) did you receive? + Did you notice any other differences between BOB.HELPDESK and falcon screens? 50. Collapse all folders in the System Navigator leaving only the Connection = New_configuration folder expanded. 51. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information on Data Policy, refer to the ServiceCenter Technical Documentation. —_—_————$< $$ 415104 ‘@ 2004 Confidential material of Peregrine Systems, Inc. 39"©2004 Confige ial material of Peregrine Systems, Ine 415104© Peregrine Exercise 4: Document Engine To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Create an Object from DEFAULT Jennifer, We do a lot of things with the location file, and we have also got developers from other departments who have asked for modifications. | have already seen that locations data can be displayed or viewed in many different ways, each pertaining to the specific business needs. Is there any way we can standardize upcoming customizations so that they happen in one place, yet apply to all of the different views of the locations file and the locations data? Thanks, Max Tasks required to accomplish the scenario: 1. Create Object from DEFAULT. Create Object from DEFAULT 1. Connect as a System Administrator using the falcon operator ID. 2. Inthe System Navigator, expand Menu Navigation. Then, expand Utilities, Tools followed by Document Engine and double-click Objects. [#2] 3. In the File Name field, type DEFAULT and click Search, ‘415104 ‘© 2004 Confidential material of Peregrine Systems, Inc at4, In the File Name field, type location. Note: location is the name of the file/dbdict that needs to. be matched. (tl 5. Click Add. Note: It is critical that you click Add and not Save. Saving will ruin the system. + Note that the Unique Key field gets populated with the location file's unique key - location, as shown in the following screen: aun CF) teew font crink ES] caus "©2004 Configential m rial of Peregrine Systems, "415/04© 6. Click OK, and then click Back to return to the System Administrator's Main Menu, 7. Collapse all folders in the System Navigator except the Connection - New_configuration folder. 8. Click File > Disconnect from New_configuration to disconnect from ServiceCenter, For more information on Document Engine, refer to the ServiceCentor Technical Documentation. 416104 ‘© 2004 Confidential material of Peregrine Systems, Inc.+ "©2004 Confidential material of Peregrine Systems, Ine© Peregrine Exercise 5: Using Forms Designer — Wizard To: Jennifer Falcon, System Administrator Fror Kimberly Melo, Events Manager Subject: Events Form Jennifer, Our operators need a form to enter new events data. Thanks, Kimberly Tasks required to accomplish the scenario: 1. Create a form from a database dictionary. Create a form from a database dictionary Connect as a System Administrator using the falcon operator ID. x Access Forms Designer using one of the methods listed in the Access Methods Job Aid. In the Form field, type events. Click New. The Use Form Wizard dialog box opens. Click Yes. The Create a form based on which file dialog box opens. are From the Enter the name of the file to Create a format for list box, select the events file. Note: If the events file does not appear in the list box, type the file name in the input field 7. Click OK, or press Enter. The What type of Format do you want to create dialog box opens. 8. From the What type of Format do you want to create list box, select Detail of a Single Record. “415/04 ‘© 2004 Confidential material of Peregrine Systems, Inc. ot9. Click OK. The Forms Designer Wizard window opens. 10. Change the Field Label, Control Type, and Positioning columns as shown in the following screen: Forms Designer Wizard ] Fer Se ace whch Fon or? ker "0u nt hw! eto ae oe vert tone ath we ert Fran (ck we fet To coun 2 oe est. cutone Sect cunt tw smparecane Company Nae clan cs ran cert an coat ‘0 raweth tae shove rene coke re dese ess coke nae sty cy cokn re ae ‘sate cokn ue postatcote posal cole caknn te bike ebate coven te ema Ena Tes cant te ae a carn? ve shersng oven ohne? ove ection Decorator cote 2 ove renee ates wth te eae son Combate hon + Can you change the email array to show two input boxes? If so, how? If not, what steps would you use to accomplish this? + What types of input boxes are available using the Forms Wizard? [Bite] 11. Click Proceed to include all fields in the events form. 12. Select the events label. Modify the properties with the following data Caption: A to Z Event Information Back Color: Navy 13. Select the Status combo box. Modify the properties with the following data Value List: OP; CL Display List: Opened;Closed + What is the difference between the ValueList and the DisplayList? + Do both have to used at the same time? 14, Select the Email input box. Modify the properties with the following data: Array Length: 1 "©2004 Configential matonal of Peregrine Syster “ai5104© [Se] 18. Click OK to save the form. + What Message did you receive? + Which file holds all the form attributes? 16. Click Back to retum to the System Administrator's Main Menu: Verification 17. Access Database Manager using one of the methods listed in the Access Methods Job Aid. 18. In the Form field, type events, then press Enter. 19. Add two records to the events file with an Opened event status. [Aad] 20. Add two records to the events file with a Closed event status. 21. Collapse all folders in the System Navigator leaving only the Connection - New_configuration folder expanded 22. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Forms Designer, refer to the ‘si04 ‘© 2004 Confidential material of Peregrine Systems, Inc. 53=a "© 2004 Confidential material of Peregrine Systems, Inc "a75104© Peregrine Exercise 6: Using Forms Designer - Blank Canvas To: Jason (IT Department) From: Kimberly Melo Subject: Performance Artists Database Hi Jason, I need to store information on all of our performance artists. The database should store data such as group information, contacts, scheduling, availability, rates, and so on. We have some data entry people to input this information, so make sure their screen will be easy to follow. Let me know if you have any questions. Thanks, Kimberly Tasks required to accomplish the scenario: 1. Create a new form from a blank canvas. 2. Create a Database Dictionary from a form. Create a new form from a blank canvas 1. Connect as a System Administrator using the falcon operator ID. 2. Access Forms Designer using one of the following methods: + In the System Navigator, expand Menu Navigation. Then, expand Toolkit and double-click Forms Designer. + On the System Administrator's Main Menu, click Toolkit > Forms Designer. + Type fd in the embedded Command Line, then press Enter. 3. In the Form field, type acts. (a) 4 Click New. The Use Form Wizard? dialog box opens. * What is needed to use the Forms Designer Wizard? “45104 ‘© 2004 Confidential material of Perogrine Systems, Inc 64© [I] 5. Click No. A blank canvas area opens showing the Properties and Design Tools views. Note: If the Properties and Design Tools views do not open, click Window > Show View > Properties and Window > Show View > Design Tools. 6. Complete the main canvas design by dragging the required tools from the Design Tools view into the invisible grid. Use the screen and tables given below to complete the entry. A step-by-step method to create the main canvas design follows: in Tools. Then, expand a. In the Design Tools view, expand De: Controls. b. Select and drag the Label tool into the invisible grid. c. Inthe Properties view, scroll down and input values for the properties specified in the table given below: Create a Using the Forms | With the following Design Tools properties Header label | Label Caption: Entertainment Acts x0 Elastic: Horizontal Fore Color: White Back Color: Navy Bold: Yes ‘Opaque: Yes Fontincrease: In the Design Tools view, expand Layout. e. Select and drag the Notebook tool into the invisible grid. In the Properties view, scroll down and specify the Caption as Group Details. f. Then, select and drag the Notebook Tab tool and position it over the Notebook just added to the invisible grid. In the Properties view, scroll down and specify the Caption as Contract Information. g. Again, select and drag the Notebook Tab tool and position it over the Notebook just added to the invisible grid. In the Properties view, scroll down and specify the Caption as Comments. © 2004 Confidential material of Peregrine Systems, Inc "415/04© Gioup Cetas | G Contract tnfermaten | © Consents Ge Using the Forms | With the following Design Tools prope Three tab Notebook Caption: notebook Notebook tab Group Details Contract Information Comments. [Ze] 7. Click OK to exit design mode. + Is the form saved? + Did you receive a message? If so, what did it say? (%] 8. Click OK to save the form: + What Message did you receive? * What form is displayed? tq) 9. Click Search to re-open the acts form in Forms Designer. [Rese] 10. Click Design to enter design mode. 11. Complete the Group Details tab by dragging the required tools from the Design Tools view into the Group Details page of the notebook. Use the following screen and table to complete the data entry: 415104 ‘© 2004 Confidential material of Peregrine Systems, Inc. 63Oras & Cnet Man, © Connie sere ct Using the Forms | yw, 5 Create a Design Too! With the following proper Text label Label Cay Group 1D: Input Field Text Input: group id Max Chars: Text Label Label Caption: Group Name: Input Field Text Input: group.name Mandatory: Yes Text label Wrap Label Caption: Group Description: Multiline input | Text Area Input: description Field Frame Group Caption: Manager Information: Bold: Yes Text Label Label Caption: Manager Name: Input Field Text Input: contact.name Case Conversion: Upper Text Label Label Caption: Phone: input Field Text Input: phone Text Label Label Caption: Company: "© 2004 Confidential material of Peregrine Sysiems, “5104© Using the Forms ; : Create a Design Tool the following properties Input Field Text Input: company Text Label Labet Caption: Today's Date is: Text Label Label Input: Stodays.date ‘Check box Checkbox: Caption: Active Contact? Input: active Fore Color: Black Image Image Bitmap: logo256 Auto Resize: Yes Frame: No Note: Periodically save changes made to a form 12. Complete the Contract Information tab by dragging the required tools from the Design Tools view into the Contract Information page of the notebook. Use the following screen and table to complete the data entry: © Srey Ovals | Cora feat | & Commas {orget Ages ——— Performance Rate a Dove — hel eae On a O07 @obes- see conmets severed om Dace 415104 ‘©2004 Confidential material of Peregrine Systems, Inc. 65eo Using the Forms | yy, ; Create a Design Too! With the following properties Frame ‘Group Caption: Target Ages Bold: Yes Check box ‘Checkbox: Caption: Children Input: age. children Fore Color: Black Check box ‘Checkbox Caption: Teens Input: age.teens Fore Color: Black Check box ‘Checkbox: Caption: College Input: age.college Fore Color: Black Check box ‘Checkbox: Caption: Adults Input: age.adult Fore Color: Black Check box ‘Checkbox: Caption: Seniors/Retired Input: age.seniors Fore Color: Black Check box ‘Checkbox: Caption: All Ages Input: age.all Fore Color: Black Frame Group Caption: Performance Rate Input Field Text Input: rate Text Label Label Caption: Amount per: Radio button | Radio Button Caption: Hour Input: scale Value: hour Fore Color: Black Radio button | Radio Button Caption: Day Value: day Fore Color: Black ial material of Peregrine Systems, Inc. “415104415/04 © Using the Forms ; Create a Design Tool With the following properties Radio button | Radio Button Caption: Week Input: scale Value: week Fore Color: Black Radio button | Radio Button Caption: One Time Fee Input: scale Value: fee Fore Color: Black Radio button | Radio Button Value: other Fore Color: Black Note: Periodically save the changes made to a form. 13. Complete the Comments tab by dragging the Text Area tool from the Design Tools view into the Comments page of the notebook. Use the following screen and table to complete the data entry: Create a Multi-line input field Using the Forms Design Tool Text Area With the following properties Input: comments 14. Click OK to save the acts form and return to the Forms Designer prompt. ‘@ 2004 Confidential material of Peregrine Systems, Inc 67© Create a Database Dictionary from a form Gq 15. Click Search or press Enter to re-open the acts form in Forms Designer. 16. Click Greate File from the Options menu, as shown in the following screen: 17. In the Confirm Action dialog box, verify the filename acts. If this is incorrect, type acts. =] 18. Click OK, or press Enter. Verify field names, data types, and keys, as shown in the following screen: ors "a15104 "© 2004 Confidential material of Peregrine Syster© + How does the Database Dictionary determine the unique key? + How does the Database Dictionary determine field types? 19. Double-click the rate field. 20. In the field.window, change Type field from Character to Number. (Ye) 21. Click OK. 22. Click Yes to continue the type change. The warning message alerts you to a type change which could affect existing records. ¥%] 23. Click OK to save the dbdict record. 24. Click Back to return to the System Administrator's Main Menu + Which field is set as the unique key? 25. Collapse all folders in the System Navigator leaving only the Connection - New_configuration folder expanded. 26. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Forms Designer, refer to the ServiceCenter Technical Documentation. 15104 ‘© 2004 Confidential material of Peregrine Systems, Inc. o5e10 "© 2004 Confidential material of Peregrine Systems, Inc "415/04© Peregrine Exercise 7: Working with Format Control “415104 To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Entertainment acts data inaccurate and more... Jennifer, Looking at the data entered in the acts database, | noticed that the information is not accurate. | put a quick list together on what I'd like the data to look like. Please make the necessary modifications to the database ASAP. + Some of the Group Names are blank. This field cannot be blank. + There is a label for the date but nothing is displayed. Please have the current date and time visible for reference. There is no need to store this information in the database. Thanks, Max Tasks required to accomplish the scenario: 1. Create a new Format Control record, Create a mandatory field ‘Access Format Control through a form. Ben Create a default value. Create a new Format Control record 1. Connect as a System Administrator using the falcon operator ID. 2. Access Format Control using one of the following methods: + Inthe System Navigator, expand Menu Navigation. Then, expand Utilities followed by Tools and double-click Format Control + On the System Administrator's Main Menu, click U Format Control ies > Tools > + Type fc in the embedded Command Line, then press Enter. * Click Format Control from the Options menu in an open form in the Forms Designer. ‘© 2004 Confidential material of Peregrine Systems, Inc. 7© 3. In the Form field, type acts. | search | 4, Click Search. + What message did you receive? 5. Click New to create a Format Control record for this form. + What changed visually to indicate an active Format Control record? + What new message did you receive? Create a mandatory field Valdations | 6. Click Validations. 7. Make the field group.name mandatory. Use the following screen and table to complete the data entry: Format Control Maintenance - Validations vas — rr ee Dieser tonne | esa | = (=) Bees = Field Value ‘Add true Upd true Validation not null(group.name in $file) On Failed Validation Set group.name Focus To Message Group name is a required field. Ease | 8. Click Save. What would happen if the “Use pop-up validation messages” were checked? * Are there other syntax options besides the validation used? + What other utility could you use to perform a mandatory validation? "© 2004 Confidential material of Peregrine Systems, Inc. “15104& Pseerch 75104 & 9. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Verify the mandatory field 10. Access Database Manager using one of the methods listed in the Access Methods Job Aid. 11. In the Form field, type acts. 12. Click Search. * Did the mandatory indicator appear for the Group Name field? + Where was this indicator set? + How is this different from Data Policy? 13. Click Add * Did you receive a message? + If so, what did it say? 14, Enter data to add a new record to test the Group Name field. Be sure to complete the Group ID and Group Name fields. 15. Click Add. + Is the validation successful? If not, repeat the process until the validation passes. Remember to read the status bar text. 16. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. Access Format Control through a form 17. Access Forms Designer using one of the methods listed in the Access Methods Job Aid. 18. In the Form field, type acts. 19. Click Search. 20. Click Format Control from the Options menu, as shown in the following screen: ‘©2004 Confidential material of Peregrine Systems, Ine 73Create a default value Calasotors] 21. Click Calcul 22. The $todays.date variable should default to the current system date. (The Stodays.date variable was created in a previous exercise.) Use the following screen and table to complete the data entry. Format Control Maintenance - Calculations Value initial true calculation Stodays.date=tod() ave _| 23. Click Save 24. Return to Form Designer for the acts form. Verify the Default Value 25. Click Database Manager from the Options menu, as shown in the following screen: Ts "© 2004 Confidential material of Peregrine Systems, Inc “5104+ Did the Today’s Date label default to the current date/time? %] 26. Close all open forms by clicking the Close button and return to the System y 9 Administrator's Main Menu. 27. Collapse all folders in the System Navigator leaving only the Connection = New_configuration folder expanded. 28. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Format Control, refer to the ServiceCentor Technical Documentation. 415) "© 2004 Confidential material of Peregrine Systems, Inc 7575 "©2004 Confidential material of Peregrine Systems, Inc. “415/04Exercise 8: Advanced Format Control “45104 To: Jennifer Falcon, System Administrator From: — Max Manager, Helpdesk Manager Subject: Entertainment acts data inaccurate and more. Jennifer, Now that the default values and mandatory pieces are working for the acts database, can you please research and implement the following: + Lwant to make sure that the Manager Name that is entered into the acts database already exists in our main contact list. Have the Manager's full company name automatically entered too. Please have a pop-up box appear whenever someone adds a new record into the acts database. It should give them the option to continue or cancel. There are certain fields and areas of ServiceCenter that | only want ‘System Administrators to see or update. If we could have access to a global variable that is set up when a user logs on that would be great. Ml be meeting with the other departments to determine which fields and forms should be administrator-only. I'l send you the list as soon as | get it. Thanks. Max Tasks required to accomplish the scenario: Use Queries to return records from secondary files. Use Queries to validate a record from secondary files. Populate a field using queries and calculations. Create a Message Box Using Subroutines APONa Set a Global variable. Use Queries to return records from secondary files 1. Connect as a System Administrator using the falcon operator ID. ‘© 2004 Confidential material of Peregrine Systems, Inc. et© 2. Inthe System Navigator, expand System Definition. Scroll down and expand the acts file. Then, expand the Format folder and double-click the acts format. ns menu as shown in the following 3. Click Format Control from the Oj screen: Queries | 4. Click Queries. 5. Create a query that returns a record from the contacts file based on the value in the Main Contact field. Use the following screen and table to complete the data entry: Format Control Maintenance - File Queries rr Pata to Check Se ce eee free ee Field Value ‘Add ‘true Upd true Filename ‘contacts Query ‘contact. name=contact.name in $file Gsae] 6. Click Save 7a B2 "© 2004 Confidential matenal of Peregrine Systems, Inc. i5/04& 7. Click OK to return to Forms Designer for the acts form to test this implementation, Verify the query 8. Click Database Manager from the Options menu 9. Type data into the Group ID and Group Name fields. 10. In the Manager Name field, type MILLER, ADAM. [gx aad_] 11. Click Add. + Did you receive a message? If so, what did it say? + Did the Format Control query run? How do you know? + What variable is used to store the returned record? * Can you add a Manager that does not exist in the contacts file? 12. Click Back to return to Forms Designer for the acts form Use Queries to validate a record from secondary files 13. Click Format Control from the Options menu. 14, Click Queries. 15. Update the query so that it is required to return a record from the contacts file based on the value in the Main Contact field. Use the following screen and table to update the query: Format Gontrol Maintenance -File Queries soe somceraat Yer et tsp tke alot Frisnneto eck | oer ene _ SSS SS SS SSS SSS eEeEaEaaEaaELRREeEEEE Field Value Reqd true ‘Message The Manager Name must exist in the contacts file. ‘ai5i04 ‘© 2004Confidential material of Peregrine Systems, Inc e3[aa | ea 16. Click Save 17. Click OK to return to the Forms Designer for the acts form to test this implementation. Verify the query 18. Click Database Manager from the Options menu, 19. Type data into the Group ID and Group Name fields. 20. In the Manager Name field, type SMITH, WILLIAM. 21. Click Add, + Did you receive a message? + Ifs0, what did it say? + Did the Format Control query run? How do you know? 22. In the Manager Name field, type CHAN, HEATHER. 23. Click Add. + Did you receive a message? + If so, What did it say? + What is the result of setting the Required field to true in Format Control Queries? 24. Click Back to return to Forms Designer for the acts form. Populate a field using queries and calculations 25. Click Format Control from the Options menu. 26. Click Queries. 27. In the Queries form, create a query so that it returns a record from the company file based on the company field value in the contacts file of the first query. Use the following screen and table to update the query. Format Control Maintenance - File Queries is | ads ne Del be Redd int Fleame ‘eld iam to Check | a | aR Ca ee —| erage bo SS 2 ee "©2004 Confidential material of Peregrine Systems, Inc “a75104Field Value ‘Add ‘rue Upd true Filename company Query ‘company=company in Sfilet [iswve | 28. Click Save. ‘Subroutines Easave 415104 29. Click Calculations. 30. In the Calculations form, populate the company field on the acts form with the full company name found in the data returned from the second query. Use the following screen and table to update the query: ove ‘Se eo re Crp ninco ene Field Value add ‘true update ‘true calculation ‘company in Sfile=company.full.name in $file2 31. Click Save. 32. Click OK to return to Forms Designer for the acts form to test this implementation. Verify the new field 33. Click Database Manager from the Options menu 34. Type data into the Group ID and Group Name fields. 35. In the Manager Name field, type PETERS, JEFF. (© 2004Confidential material of Peregrine Systems, Inc 85© jg» aad | 36. Click Add. * Did the company field populate? + What value was displayed? 37. In the Manager Name field, type MUSER, AL. Elseve | 38. Click Save. + Did the company field change? 39. Click Back to return to Forms Designer for the acts form. Create a Message Box Using Subroutines 40. Click Format Control from the Options menu. Subroutines ] 41. Click Subroutines. 42. Call the message box application whenever a record is added. Use the following screen and table to complete the data entry: Format Control Maintenance - Subroutines toe leis selore——Apleton ror tassae anes vehi ic es ee ee ca Field Value ‘Add ‘rue Before true ‘Application mb.yes.no Names text Values, ‘Are you sure you want to add a new acts record? 43. Click Save. ‘44. Click OK to return to the Forms Designer for the acts form. a6 "© 2004 Confidential material of Peregrine Systems, Inc “415104‘4/5104 © [&] 45. Close all open forms by clicking the Close button and return to the System ‘Administrator's Main Menu. Verify the message box 46, Access Database Manager using one of the methods listed in the Access Methods Job Aid. 47. In the Form field, type acts, then click Search. 48. Enter data of your choice, then click Add. + Did the Message Box appear? + Was the message correct? + What happened when selecting Yes? + What happened when selecting No? [J 49. Close all open forms by clicking the Close bution and return to the System Administrator's Main Menu. Set a Global Variable 50. Access Format Control using one of the methods listed in the Access Methods Job Aid. 51. In the Name field, type fogin.DEFAULT. [Pere] 52. Click Search. 53. In the Initialization Expressions select a blank line and type the following: if (index("SysAdmin’, $lo.ucapex)>0) then $G.administrator=true else $G.administrator=false “Som araiee= somcatkeenth $6.tintate 54, Click Save. [] 55. Close all open forms by clicking the Close button and return to the System Administrator's Main Menu. 56. Collapse all folders in the System Navigator leaving only the Connection = New_configuration folder expanded. ‘© 2004Confidential material of Peregrine Systems, Inc. 7© 57. Click File > Disconnect from New_configuration to disconnect from ServiceCenter. For more information about Format Control, refer to the ServiceCenter Technical Documentation. a "© 2004 Confidential material of Peregrine Systems, Inc. "a15/04