user’s guide · courier font identifies file and folder names ... and report on work requests...

User’s Guide

© 2004 FileMaker, Inc. All Rights Reserved.Document Version 1.0.2

FileMaker, Inc. 5201 Patrick Henry Drive Santa Clara, California 95054USA

FileMaker is a trademark of FileMaker, Inc., registered in the U.S. and other countries, and ScriptMaker and the file folder logo are trademarks of FileMaker, Inc.

FileMaker documentation is copyrighted. You are not authorized to make additional copies or distribute this documentation without written permission from FileMaker. You may use this documentation solely with a valid licensed copy of FileMaker software.

All persons and companies listed in the examples are purely fictitious and any resemblance to existing persons and companies is purely coincidental.

iii

Table of Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Chapter 1: Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1Introduction ............................................................................................................................ 1-1

System Requirements ....................................................................................................... 1-2Getting Started ........................................................................................................................ 1-2

Logging In ........................................................................................................................ 1-2Changing Your Password ................................................................................................. 1-3Using the Sample Data ..................................................................................................... 1-4Entering Data .................................................................................................................... 1-4Exiting Work Requests ..................................................................................................... 1-4

Global Features ...................................................................................................................... 1-4Views: List and Detail ...................................................................................................... 1-4Historical Information ...................................................................................................... 1-4Navigation ........................................................................................................................ 1-5Context Menus ................................................................................................................. 1-5Entering Dates .................................................................................................................. 1-6Saving Additions and Changes ........................................................................................ 1-6Using the Find Feature ..................................................................................................... 1-7

Chapter 2: Home. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1Overview ................................................................................................................................ 2-1

Adding a Work Request From the Overview Tab ............................................................ 2-3Viewing Work Request Details ........................................................................................ 2-4

Mail Templates ....................................................................................................................... 2-5Adding a Template ........................................................................................................... 2-6Editing a Template ........................................................................................................... 2-7Deleting a Template ......................................................................................................... 2-7

Preferences ............................................................................................................................. 2-8

Chapter 3: Requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1Detail View ............................................................................................................................ 3-1

Detail ................................................................................................................................ 3-1Sending Work Request Details ................................................................................ 3-5Printing Work Request Details ................................................................................. 3-6Adding a Work Request ........................................................................................... 3-6Adding Line Items to a Work Request ..................................................................... 3-7Copying a Line Item ................................................................................................. 3-8Finding a Work Request ........................................................................................... 3-9

Files ................................................................................................................................ 3-10Adding an Associated File to the Work Request ................................................... 3-10Exporting an Associated File ................................................................................. 3-11

List View .............................................................................................................................. 3-11

iv FileMaker Work Requests User’s Guide

Chapter 4: Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-1Detail View ............................................................................................................................. 4-1

Sending Email to a Contact .............................................................................................. 4-3Adding a Contact .............................................................................................................. 4-4Finding a Contact ............................................................................................................. 4-5

List View ................................................................................................................................ 4-6

Chapter 5: Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1Detail View ............................................................................................................................. 5-1

Sending Group Form Email ............................................................................................. 5-3Duplicating a Group ......................................................................................................... 5-4Merging Groups ................................................................................................................ 5-4Adding a Group ................................................................................................................ 5-5Finding a Group ................................................................................................................ 5-7

List View ................................................................................................................................ 5-8

Chapter 6: Mail Archive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1Detail View ............................................................................................................................. 6-1

Resending an Archived Message ...................................................................................... 6-3Finding an Archive Entry ................................................................................................. 6-4

List View ................................................................................................................................ 6-5

Chapter 7: Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1Adding a Report ............................................................................................................... 7-3Generating a Report .......................................................................................................... 7-4

Chapter 8: Instant Web Publishing. . . . . . . . . . . . . . . . . . . . . . . . . 8-1Configuring IWP for Work Requests ..................................................................................... 8-1Creating a Work Request with IWP ....................................................................................... 8-3

Appendix A: Customizing the User Interface . . . . . . . . . . . . . . . . . . . . A-1Configuring Administrator and User Accounts ..................................................................... A-1

Configuring the Administrator’s Account ....................................................................... A-1Configuring User Accounts ............................................................................................. A-5Configuring Password and Privilege Set Changes for Users .......................................... A-8Upgrading User Accounts ............................................................................................. A-10

Administrative Preferences ................................................................................................. A-11Editing User Accounts ................................................................................................... A-13Backing Up Data ........................................................................................................... A-14Restoring Backup Data .................................................................................................. A-15Importing Contacts ........................................................................................................ A-15Exporting Data ............................................................................................................... A-17Deleting Data ................................................................................................................. A-18

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1

v

About This Guide

This guide provides information about how to use the FileMaker® Work Requests application.

Audience

This guide is intended for individuals who wish to electronically manage their work requests, assignments, and participants.

In This Guide

This guide includes the following chapters:

� Chapter 1, “Overview” provides an overview of the FileMaker Work Requests application, information about getting started, and descriptions of the behaviors that are consistent throughout the application.

� Chapter 2, “Home” provides a quick overview of your work requests and assignments and instructions on how to modify mail templates and set your preferences. (If you have administrative privileges, the Admin tab appears on the Home page; this tab is described in Appendix A, “Customizing the User Interface”.)

� Chapter 3, “Requests” provides instructions on how to manage and track the details of your work requests and related line items.

� Chapter 4, “Contacts” provides instructions on how to manage your contact information, so you can add contacts to groups or assign them to work requests.

� Chapter 5, “Groups” provides instructions on how to group your contacts by functional groups, project groups, or any other grouping concept.

� Chapter 6, “Mail Archive” describes how you can view, resend, or delete archived messages.

� Chapter 7, “Reports” provides information about how to create, modify, and run reports about the data stored in the Work Requests application.

� Chapter 8, “Instant Web Publishing” describes how to configure and use Instant Web Publishing to enter work requests from a browser.

� Appendix A, “Customizing the User Interface” provides instructions for configuring user and administrator accounts and information about the Admin tab, which allow administrators to customize parts of the user interface and perform various administrative functions on the Work Requests data.

vi FileMaker Work Requests User’s Guide

Other Sources of Information

This guide is part of the complete FileMaker documentation set, which also includes:

� FileMaker Pro 7 User’s Guide

� FileMaker Server User’s Guide

� FileMaker Server Advanced User’s Guide

Typographic Conventions

This document uses the following typographic conventions to help you locate and identify information:

NOTE: Notes provide extra information, tips, and hints regarding the topic.

Italic text Used for new terms, emphasis, and book titles

Bold text Identifies button names, links, and other elements you can select

Courier font Identifies file and folder names

CAUTION: Cautions identify important information about actions that could result in damage to or loss of data or could cause the application to behave in unexpected ways.

!

1-1

1 Overview

This chapter provides an overview of the FileMaker Work Requests application, configuration instructions, information about getting started, and descriptions of its global features.

Introduction

FileMaker Work Requests is a ready-to-use work request management application that helps you create, track, and report on work requests with ease. It boasts a flexible submission and tracking system, customizable reports, pre-defined security access levels, reusable mail templates, all built on the award-winning FileMaker technology.

Top Features

FileMaker Work Requests provides the tools you need to:

� Streamline your work request process from submission through completion. Work Requests consolidates work request information in a single, centralized location for easy instant access by members of your organization while minimizing phone calls, data entry, and paper work.

� Produce reports to show status, budget, and performance details the way you want.Get a bird’s eye view of details, uncover items that need attention, and easily provide project status. With FileMaker Work Requests, you and your team have a clear picture of the work that has been requested, what is approved, and work in progress, as well as associated costs and resources for each request.

� Control access to information based on the specific needs of individuals and groups. FileMaker Work Requests comes with five pre-defined security access levels, so you can specify the appropriate level of access to individuals and groups within your organization.

� Automate communication with requestors, assignees, managers, and vendors.Save time, minimize keystrokes, and enhance accuracy with reusable mail templates, resulting in consistent communication of approved requests, work in progress, changes in priority, and status updates.

� Leverage the additional benefits of FileMaker, including customization, sharing, web publishing, and more. Although FileMaker Work Requests is ready to use right away, it is built on award-winning FileMaker technology, so you have the additional benefits of FileMaker at your fingertips. You can customize the FileMaker environment to meet the unique needs of your organization or share your information with others through a network or over the world wide web.

1-2 FileMaker Work Requests User’s Guide

Getting Started

System Requirements

FileMaker Work Requests requires FileMaker Pro 7. In addition, you must have your monitor’s screen resolution set to a minimum of 1024 x 768.

NOTE: If you are hosting Work Requests with FileMaker Server, see the FileMaker Server documentation for additional information on hosting the application. If you are hosting Work Requests with FileMaker Pro, see the FileMaker Pro manual for more information on sharing files.

Getting Started

To launch the Work Requests application, click the FileMaker Work Requests shortcut on your desktop, or click Work Requests on the Start menu in Windows or the Dock shortcut on a Macintosh. Alternatively, if you installed the application in the default location, you can:

� Windows – Navigate to the My Documents\FileMaker Applications\FileMaker Work Requests folder and double-click FileMaker Work Requests.fp7.

� Macintosh – Navigate to the Documents/FileMaker Applications/FileMaker Work Requests folder and double-click FileMaker Work Requests.fp7.

If you installed FileMaker Work Requests in another location, you can navigate to that location and double-click FileMaker Work Requests.fp7.

Logging In The first time you launch FileMaker Work Requests, it does not require a login or password. You are logged in as the administrator and have unlimited access to the entire application. Use this account to configure the administrator and user accounts and to familiarize yourself with the application. (See “Configuring Administrator and User Accounts” on page A-1 for detailed instructions for creating and editing accounts for the administrator and users.)

After you configure the administrator’s account and assign it a password, each time you launch FileMaker Work Requests, it displays the Login dialog:

FileMaker Pro automatically inserts the current system user name into the Account Name field on login, which expedites the login procedure if your FileMaker Pro account name matches your system name.

If you are the administrator, enter the administrator name and password. If you are a user with a FileMaker account, enter your account name and password.

When you click OK, Work Requests opens to the Overview tab of the Home page. (See Chapter 2, “Home” for detailed information about the Home page.)

Click the Preferences tab, and select the options you prefer. (See “Preferences” on page 2-8 for detailed information about these options.)

Getting Started

Overview 1-3

Changing Your Password

If you are the administrator or a user for whom the administrator completed the process described in “Configuring Password and Privilege Set Changes for Users” on page A-8, the Change Password button appears on the Login dialog when you enter your user name.

If your administrator configured your account to force you to change your password the first time you log in:

1. Launch the Work Requests application as described in “Logging In” on page 1-2, and enter your account name and password provided by your administrator.

The Change Password dialog appears with your old password filled in.

2. Enter a new password of your choice.

3. Re-enter the new password to confirm it.

4. Click OK.

The Change Password dialog closes, and the Work Requests application opens to the Home page.

To change your password on your own:

1. On the Login dialog, click Change Password.

The Change Password dialog appears with your old password filled in.

2. Enter a new password of your choice.

3. Re-enter the new password to confirm it.

4. Click OK.

The Change Password dialog closes, and the Work Requests application opens to the Home page.


Global Features

Using the Sample Data

Backup files that contain sample data are distributed with the Work Requests application. You can restore the backup files in order to practice using the sample data, if desired, when learning to use the Work Requests application. (See “Restoring Backup Data” on page A-15 for details.) Before you start entering your real data, however, delete the sample data. (See “Deleting Data” on page A-18 for more information.)

NOTE: When you delete the sample data, the sample user accounts provided with the sample data and any user accounts that you created remain intact. Refer to “Deleting Sample User Accounts” on page A-18 for instructions on deleting sample user accounts.

Entering Data When you are ready to start using the application, you can enter your contact and group lists and information about any work requests in progress. Although you can enter data in any order, there are some dependencies in the application. For example, you must enter contacts before you can add them to a group or assign them work requests. Therefore, it is recommended that you initially enter data in the following order:

1. Add contacts (optional) – “Adding a Contact” on page 4-4.

NOTE: Any users created by the administrator are automatically added to the contacts list the first time they log in. So you do not need to create contacts for any Work Requests system users. Create contacts for non-users only, such as vendors.

2. Create groups of contacts (optional) – “Adding a Group” on page 5-5.

3. Create mail templates for sending work request information and assignments (approvers, managers, and administrators only) – “Adding a Template” on page 2-6.

4. Enter work request information, make assignments, and send associated email – “Adding a Work Request” on page 3-6.

Exiting Work Requests

To exit the Work Requests application, perform either of the following actions:

� Close the Work Requests application only by clicking Ctrl-W or Ctrl-F4 in Windows or Cmd-W on a Macintosh.

� Exit the FileMaker application by clicking Ctrl-Q or Alt-F4 in Windows or Cmd-Q on a Macintosh.

Global Features

There are certain features of Work Requests that are available throughout the application. This chapter provides information about those features and instructions for using them.

Views: List and Detail

The Requests, Contacts, Groups, and Mail Archive pages provide their data in both Detail view and List view. The Reports page provides its data in one view only.

The Detail view displays the detailed information about one item at a time. The List view displays a summary of all of the items associated with each page.

Historical Information

The bottom right area of the Detail view of each page (except Reports and the Detail views of Requests and Line Items) displays the following historical information about the displayed information:

� The date and time the record was created and the user who created it.

� The date and time the record was last modified and the user who modified it.

Global Features

Overview 1-5

This information is not editable.

Navigation This section describes how to navigate around the Work Requests application.

NOTE: Users with senior requestor, requestor, and assignee privileges do not have access to List or Detail views of the Work Requests pages. Those users can ignore references to List and Detail views in this section.

In the List view of any page, the selection indicator (the black vertical bar on the far left side of the page) appears next to the selected list item. To select a different list item, you can either:

� Move the vertical bar up or down using the directional icons at the top of the page as follows:

� First – Jump to the first list item.

� Previous – Move up to the previous list item.

� Next – Move down to the next list item.

� Last – Jump to the last list item.

� Click on any list item.

The text to the right of the directional icons indicates what number list item is selected.

The directional icons work the same way in the Detail view, except that they display each item in the Detail view.

To switch from the Detail view to the List view, click in the top left area of the page.

To switch from the List view to the Detail view, perform either of the following actions:

� Click on the List view next to the name of the item you want to display.

� Select the list item you want to display and click in the top left area of the page.

The following options provide additional flexibility while navigating:

� Hold down Option (Macintosh) or Alt (Windows) when clicking any Delete icon to bypass the confirmation warning.

� Hold down Cmd (Macintosh) or Ctrl (Windows) during any navigation operation to open the target destination in a new window with the starting location preserved in the original window.

Context Menus In Windows, you can right-click anywhere within the Work Requests application to display a context menu. On a Macintosh, hold down Ctrl and click to display a contextual menu.

The context menu offers options appropriate to the context. These options simply provide an alternative way to perform the tasks described in the other chapters of this book.

Copy Record

When you select Copy Record, it copies all of the text data to the Clipboard. Then you can paste the text into another application, if desired.

New Record

When you select New Record, it opens a blank page for a new record.

Duplicate Record

When you select Duplicate Record, Work Requests makes an exact copy of the record and displays the content for you to edit. You use this command to save time if you’re adding a work request, contact, or group that is very similar to an existing one.


Global Features

Delete Record

When you select Delete Record, the action is the same as clicking Delete from the FileMaker Pro Records menu.

Sort

When you select Sort, the standard FileMaker Sort Records dialog appears. For more information, refer to the FileMaker Pro User’s Guide.

Entering Dates Anytime you need to enter a date, the calendar icon appears next to the date field. You can either type the date directly into the date field in the MM/DD/YYYY format, or you can click

to display the calendar widget.

The calendar widget displays the current month and year or the last month and year selected for a date in the current session. On the calendar widget, you can:

� Click the name of the month to display a context menu showing the month options.

� Click to display the previous month.

� Click the year to display a context menu showing the year options.

� Click to display the next month.

NOTE: The year changes automatically if you change forward from December to January or backward from January to December.

� Click the date you want to select when the desired month is displayed.

The date automatically appears in the date field in the form Day, Month Date, Year, such as Thu, Jul 31, 2003.

� Click Cancel to close the calendar widget without selecting a date.

Saving Additions and Changes

As with all FileMaker applications, there is no need to explicitly save the additions and changes you make in the Work Requests application. As soon as you tab or click outside the field, the change is saved and takes effect immediately.

Global Features

Overview 1-7

Using the Find Feature

To find a particular work request, contact, group, or mail archive, click Find from the page displaying the type of information you want to find. For example, if you want to find a particular work request, display the Requests page in either the Detail or List view, and then click Find. The Find Work Requests pop-up window appears and displays the fields in which you can enter search criteria for the current context—in this case, for work requests.

On this page, you can:

� Click New to clear all search criteria and add a new search to the list of saved searches of the current type. Select <new find> at the top of the list of saved finds and enter a name for the search.

� Click Clear to clear all search criteria.

� Enter all or the first few characters of any Find Criteria to find one or more items. (The Find feature is not case-sensitive.) Then select the type of search you want to run from the Find Type list as follows:

� New Find – To search all records and replace any previous search results with the new results.

� Add to Found Set – To find records that meet the new search criteria and add them to those already found.

� Search within Found Set – To search within the current search results only.

� Click Omit These Results to omit the items that match the search criteria from the search results.

� Click Run Find to display the search results in the List view.

� Click Cancel to close the Find pop-up window and return to the previous page without running a search.

The search results from any of the Find features dictate the list of items (that is, work requests, groups, contacts, groups, or mail archives, depending on the context in which you perform the search) that are available for you to display and manage.


Global Features

2-1

2 Home

The Work Requests application always opens to the Home page. Depending on the privilege set assigned to you by the administrator, you may or may not see some of the elements of the Home page described in this chapter. (See “Editing User Accounts” on page A-13 for complete details about the elements of the application that are available with each privilege set.)

The Home page allows you to get a quick overview of your work requests and assignments and set your preferences. Some users can also modify mail templates from the Home page. This chapter provides information and instructions for using all of the tabs on the Home page, except the Admin tab. If you have administrative privileges and the Admin tab appears, see Appendix A, “Customizing the User Interface”.

Overview

The Overview tab provides a list of all of the work requests with which you are associated. Depending on your privilege set, you might be able to view all work requests.


Overview

The work requests appear in the order in which they were last sorted (that is, by the underlined column title). You can re-sort the list, if desired, by the content of any column by clicking the desired column title. The first time you click a column title, it sorts the list in ascending alpha-numeric order. To sort in descending order, click the same column title again. The icon on the right side of the screen indicates the sort direction.

The Work Requests list provides the following details about each work request:

� ID – A unique identifier assigned by the system

� Status – The status of the work request

� Subject – A brief description of the work request

� Requestor – The name of the person who created the work request

� Assignee – The name of the person assigned to do the work

� Date Created – The date the work request was created

� Date Needed – The date by which the work request must be completed

On the Work Requests list, you can:

� Filter the list of work requests, if desired, by selecting one of the options on the Display drop-down list and then clicking .

� Click to select Hide Line Items to show work requests only, or click to deselect it to show work requests and line items. (This option is available to approvers, managers, and assignees only.)

� Click New to add a work request to your list.

� If you have approver or manager privileges, see “Adding a Work Request” on page 3-6 for more information.

� If you have senior requestor, requestor, or assignee privileges, see “Adding a Work Request From the Overview Tab” on page 2-3.

� Click next to a work request to display it:

� If you have approver or manager privileges – in the Detail view (See “Detail View” on page 3-1 for more information.)

� If you have assignee privileges – in a pop-up window that is very similar to the Detail tab of the Requests page, except that many fields are uneditable, and it includes a section for attaching files, similar to the way files are attached on the Files tab of the Requests page (See “Detail” on page 3-1 and “Files” on page 3-10 for more information about these views.)

� If you have requestor or senior requestor privileges – in the View Work Request Detail pop-up window (See “Viewing Work Request Details” on page 2-4 for more information.)

� Click next to a line item to display it:

� If you have approver or manager privileges – in the Line Item Detail view (See “Line Item Detail View” on page 3-7 for more information.)

� If you have assignee privileges – in a pop-up window that is very similar to the Line Item Detail view (See “Line Item Detail View” on page 3-7 for more information.)

� If you have senior requestor or requestor privileges, line items do not appear on the Overview tab.

Overview

Home 2-3

Adding a Work Request From the Overview Tab

If you are logged in as a senior requestor, requestor, or assignee, perform the following steps to add a new work request from the Overview tab of the Home page:

1. On the Overview tab, click New.

The Submit New Work Request pop-up window appears with all fields blank, except the Requestor and ID (which is assigned by the system).

2. Click any field to enter information about the work request as follows:

� P.O.# – The purchase order number associated with the work request, if applicable


� Date Needed – The date the requestor needs the work to be completed

� Time Needed – The time of day the requestor needs the work to be completed

� Times to Avoid – Any times of day that are inconvenient for the work to be done (such as times that a room is in use)

� Location – The physical location where the work is to be performed

� Label – One of the options on the list defined by your administrator to describe the type of work being requested

� Requestor – The name of the person who creates the work request

� Description – A complete description of the work request

� Send Notification – Indicates whether you want to send an email message to the approver, manager, and assignee when you click Submit.

3. Add associated files, if desired, by clicking Add File, navigating to and selecting the desired file, and clicking Open. The selected file appears on the list of associated files.

You can click in the Description column, if desired, and enter a description.

4. Click Print, if desired, to print the work request details.

A preview of the printout appears. Click Continue, and then click OK.

5. When you finish entering the work request details, click Submit.

The work request is added to the database, and the notification is sent, if you selected Send Notification.


Overview

NOTE: You can click Cancel at any time in the process described above to cancel adding the new work request.

Viewing Work Request Details

If you have requestor or senior requestor privileges, and you click next to a work request on the Overview tab of the Home page, the View Work Request Detail pop-up window appears.

As long as a request is pending, you can edit the original request from this window. After it is approved, denied, or cancelled, you can review or print the work request details, but you can no longer change the content.

If you want to print the work request details, click Print. A preview of the printout appears. Click Continue, and then click OK.

When you finish reviewing or printing the work request details, click Done.

About

Click About to display information about the Work Requests application, such as its version number and copyright.

Mail Templates

Home 2-5

Mail Templates

NOTE: This tab is available to users with Manager or Approver privileges only. However, the mail templates you create are available to all users and, in fact, are required for email notifications. (See “Participants” on page 3-2 for details about email notifications.)

The Mail Templates tab displays a list of the existing mail templates and allows you to view or modify them or add new templates. Templates make it easier and faster for users to send information about assignments to a work request assignee or the associated group by creating the email messages automatically when you need them.

Mail Templates

The Mail Templates list includes the name of each template. You can:

� Add a new template (page 2-6)

� Edit a template (page 2-7)

� Delete a template from the list (page 2-7)

� Shorten the list of templates, if desired, by entering one or more characters in the Filter By Name field and then clicking . Only template names that contain the specified characters appear on the list.

NOTE: To redisplay all templates, clear the Filter By Name field, and click .


Mail Templates

System Tags

The System Tags tab lists all of the tags predefined for work requests and contacts. When you click one of the system tags, it appears at the insertion point in the template. Later, when you use the template to send out work request information, the tags are replaced by the corresponding data from the Work Requests database.

NOTE: System tags are not customizable.

Contact tags are supported for mail sent from groups.

Custom Tags

The Custom Tags tab lists all of the custom tags defined on the Admin tab of the Home page. (See “Custom Tags” on page A-13 or check with your administrator for more information.) When you click one of the custom tags, it appears at the insertion point in the template. When you use the template to send out work request or assignment information, the tags are replaced by the text defined on the Preferences tab of the Home page. (See “Custom Tags” on page 2-9 for more information.)

Template Detail

The right side of the page displays the definition of the selected template. The template definition includes the template’s name, the subject of the message, and the content of the message.

Adding a Template To add a new mail template to the list:

1. Click New.

The <new template> placeholder appears on the list (and is selected), and the right side of the page is cleared.

2. Select <new template> and enter a unique name for the template.

Mail Templates

Home 2-7

3. Enter the subject of the message in the Subject field on the right side of the page.

4. Click one or more of the system or custom tags to add them to the message at the location of the cursor.

The selected tags appear at the current location of the cursor.

5. Format the message as desired. For example, press Enter after each tag to put each tag on a separate line. Use text around the tags, if desired, to make the message more readable. For example:

Editing a Template To edit an existing mail template, click to select the template from the Mail Templates list. Then click anywhere in the field you want to change on the right side of the page, and edit the content.

Deleting a Template

To delete a template, click next to the template name you want to delete on the Mail Templates list. A dialog prompts you to confirm the deletion. Click OK to delete the template, or click Cancel to keep the template on your list.

CAUTION: Deleting a template is not reversible. Use caution before executing this command.!


Preferences

Preferences

The Preferences tab displays your current preference settings and allows you to change them, if desired.

The following sections describe each section of this page.

Current User Profile

The Current User Profile section displays the account name of the user currently logged in, along with that user’s first name, last name, and email address. You can modify the information in this section (except the account name) by clicking in the desired field and editing the text.

Preferences

Home 2-9

Default New Work Request Values

The Default New Work Request Values section allows you to select the default values that appear on the Requests page when you create a new work request:

� Due from Today – Enter a number to indicate the number of days each new work assignment will be due after the date of you assign it. For example, if you enter 7, all line items will be due 7 days after the date you assign them. You can change any due date individually on the work request, but this option sets the default.

� Label – Select one of the options on the list.

� Priority – Select one of the options on the list to indicate the default priority of new work requests. (This value is not accessible by requestors, senior requestors, or assignees.)

� Location – Select one of the options on the list to indicate the default location of new work requests.

� Category – Select one of the options on the list to indicate the default category of new work requests. (This value is not accessible by requestors, senior requestors, or assignees.)

NOTE: The options on these lists have been specified by your Work Requests administrator. Contact your administrator if you need more information about using these options.

Preview Email

Click to select Preview Email to display a preview of each email message in your default email application before you send it. If you do not check this option, the Work Requests application sends email messages as soon as you click Send.

Custom Tags

NOTE: This section appears for approvers and managers only.

The Custom Tags section allows each user to edit the values of the custom tags configured by the administrator to be used in mail templates. (See “Mail Templates” on page 2-5.) For example, each user can specify his or her own name for the MyName custom tag.

To change the value of a custom tag, select the current replacement text and enter the new value. When you tab or click elsewhere on the page, the value of the tag changes immediately. The new custom tag values are available for use in mail templates throughout the application immediately.

NOTE: You can edit the replacement text for existing tags only. Only administrators can add custom tag names to make them available on this page. (See “Custom Tags” on page A-13 for more information.)


Preferences

3-1

3 Requests

The Requests page allows you to manage and track the details of your work requests and related line items.

NOTE: This page is available to users with Approver, Manager, or Administrator privileges only.

Detail View

The Detail view of the Requests page has two tabs:

� Detail

� Files

Detail The Detail tab allows you to manage the details of your work requests.


Detail View

Using the icons at the top of the Requests page, you can:

� Send information about the displayed work request to participants associated with it. (See “Sending Work Request Details” on page 3-5.)

� Print the displayed work request details. (See “Printing Work Request Details” on page 3-6.)

� Add a work request. (See “Adding a Work Request” on page 3-6.)

� Delete the displayed work request by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the work request, or click Cancel to abandon the deletion.

� Find one or more work requests that match your search criteria. (See “Finding a Work Request” on page 3-9.)

The following sections describe the contents of this tab in more detail.

Subject

The Subject section displays the following information about the work request:


� ID – A unique identifier assigned by the system (not editable)

� P.O.# – The purchase order number associated with the work request, if applicable

� Date Needed – The date the requestor needs the work to be completed

� Time Needed – The time of day the requestor needs the work to be completed

� Times to Avoid – Any times of day that are inconvenient for the work to be done (such as times that a room is in use)

� Location – The physical location where the work is to be performed

� Label – One of the options on the list defined by your administrator to describe the type of work being requested

� Description – A complete description of the work request

Click any field in this section (except ID) to add to or edit its content.

NOTE: Managers who are reviewing approved or denied requests cannot change the Subject or Description in this section, or the Requestor in the Participants section.

Participants

The Participants section displays the names of the contacts associated with the work request and allows approvers or managers to send out email notifications to the participants.

� Requestor – The name of the person who creates the work request. The name of the currently logged in user appears automatically when you create a work request. To change the name of the requestor, click and select the desired name. The date and time the request was created automatically appears next to the requestor’s name and is not editable.

� Approver – The name of the person authorized to approve or decline the work request. To select or change the name of the approver, click and select the desired name. The approver can select the authorization option next to his or her name. The date and time the authorization was last changed automatically appears next to it and is not editable.

� Manager – The name of the manager responsible for making sure the work gets done. To select or change the name of the manager, click and select the desired name.

CAUTION: When you delete a work request, it is permanently deleted everywhere it appears in the Work Requests application. This action is not reversible. Be sure to back up your data frequently before deleting significant information, such as a work request. (See “Backing Up Data” on page A-14 for more information.)

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Detail View

Requests 3-3

� Assignee – The name of the person assigned to do the work. To select or change the name of the assignee, click and select the desired name.

NOTE: If the person to whom you want to assign the work request/line item is not on your contacts list:

• And is a system user, ask your administrator to add an account for that person with assignee privileges.

• And is not a system user (such as a vendor), add the user as a contact and specify that the new contact is an assignee (as well as a vendor, if applicable). (See “Adding a Contact” on page 4-4 for details.)

Then return to the work request and select that contact as the Assignee.

You can click next to the name of any participant to send an email message that you compose to that participant, or click Notify (which appears only when Approved or Declined is selected) to send out an automatic email notification about a change in authorization. The mail templates used for these notifications are specified by the administrator on the Admin tab of the Home page. (See “Notification Templates” on page A-12 for more information.)

The Notify button label informs you of which participants the email goes to:

� If you set the authorization option to Approved, the email notification goes to the Manager and Assignee, if they are specified.

� If the authorization option is set to Declined, the email notification goes to the Requestor.

� If the authorization option is set to Pending, the Notify button is not available.

Below the Participants section are the following additional options:

� Status – Click and select the desired status.

� Priority – Click and select the desired priority.

� Explanation – Click and select the desired option to explain why a request has a particular authorization status. This is a good way to communicate back to the requestor why a request is pending or declined.

NOTE: The options on the Priority drop-down list are specified by your administrator. If you have questions about the options, contact your administrator. To set a default selection for Priority, see “Default New Work Request Values” on page 2-9.

Comments

The Comments section displays any additional comments entered about the work request. It lists the date, time, author, and text of each comment.

In this section, you can:

� Add a comment to the list by clicking New. A new comment line appears on the list with the date, time, and author automatically completed. Simply enter the text of the comment.

� Change a comment’s text by clicking on the desired comment and editing it.

� Click next to a comment to display that comment in the View Comment Detail pop-up window. This window provides a larger space to edit larger comments.

� Delete a comment by clicking next to it on the list. (Only the user who created a comment or the administrator can delete it.)


Detail View

Below the Comments list, the following items allows you to enter information after the work has been performed:

� Vendor – The name of the vendor associated with the work, if applicable

The names that appear on this drop-down list reflect the contact names who are designated as vendors. (See “Contact” on page 4-2 for more information.) You can click next to the name of the vendor to send an email message to that vendor.

� Account – The account against which the work was charged

� Category – The category of work performed

� Completion Date – The actual date on which the work was completed

� Completion Time – The actual time at which the work was completed

NOTE: You can use the Completion Date and Completion Time to document when the work was completed or to document when it is expected to be completed.

Line Items

The Line Items section lists the individual work projects required to complete the work request. Line items can be used in either of two ways:

� To create subtasks, possibly assigned to other individuals, in order to complete the work request

� To document expenses needed to complete the request – most likely with no assignee

For each line item, this list includes:

� ID – A unique identifier assigned by the system containing the five-digit ID of the work request, a hyphen, and a three-digit number to indicate the order in which it was added to the line item list (not editable)

� Subject – A brief description of the line item

� Est. Cost – The estimated cost of the line item

� Act. Cost – The actual cost of the line item

� Est. Hours – The estimated number of hours the line item is expected to take to complete

� Act. Hours – The actual number of hours the line item took to complete

� Assignee – The contact assigned to the line item

� Status – The current status of the line item

� Date Needed – The date by which the line item must be completed

� Totals – The totals of the estimate cost, actual cost, estimated hours, and actual hours columns.


� Copy a line item that is similar to an existing line item. (See “Copying a Line Item” on page 3-8.)

� Add a line item to the list. (See “Adding Line Items to a Work Request” on page 3-7.)

� Click next to a line item to display more detail about that line item. (See “Line Item Detail View” on page 3-7.)

� Delete a line item by clicking next to it on the list. A dialog prompts you to confirm the deletion. Click OK to delete the work request, or click Cancel to abandon the deletion.

CAUTION: When you delete a line item, it is permanently deleted everywhere it appears in the Work Requests application. This action is not reversible. Be sure to back up your data frequently before deleting significant information, such as a line item. (See “Backing Up Data” on page A-14 for more information.)

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Detail View

Requests 3-5

Audit Trail

You can click Audit Trail to display a log of all actions performed on the displayed work request. When you finish viewing the log, click Done.

Sending Work Request Details

To send work request details to one or more participants:

1. Display the work request details you want to send.

2. Click Send Mail.

The Pick Template pop-up window appears.

3. Select the mail template you want to use.

The definition of the selected template appears on the right side of the window.

4. Edit the subject or body of the message, if desired.

NOTE: Editing the body or subject on this page does not change the mail template. It changes only the specific email message you are sending.

5. Click to select the Assignee, Requestor, Vendor, Approver, and/or Manager as recipient(s) of the email message.

6. Click Send.

� If you selected Preview Email on the Preferences tab of the Home page, your default email application opens (if it is not already open) and displays the email message. Again, you can edit the message, if desired, and then send it.

� If you did not select Preview Email, clicking Send sends the message immediately without allowing you to preview it in your default email application.

NOTE: You can click Cancel at any time in the process described above to cancel sending the work request details.


Detail View

Printing Work Request Details

To print the displayed work request details:

1. Click Print.

A preview of the printout appears.

2. Click Continue.

A standard Print dialog appears.

3. Click OK to print the work request details, or click Cancel to abandon the print action.

Adding a Work Request

To add a new work request:

1. Click New.

The Detail tab of the Requests page appears.

2. Enter any or all of the information for the work request in the Subject, Participants, and Comments sections. (See “Subject” on page 3-2, “Participants” on page 3-2, and “Comments” on page 3-3 for more information about each section.)

3. Add line items to the work request, if desired. (See the next section, “Adding Line Items to a Work Request” for more information.)

Detail View

Requests 3-7

Adding Line Items to a Work Request

To add a line item to a work request:

1. Click New in the Line Items section.

A new row appears at the bottom of the list with the ID automatically assigned.

2. Enter the subject for the line item.

NOTE: The subject of the line item does not have to be unique; however, it is more useful to make the names as unique and descriptive as possible.

3. Enter any other information you know about the line item.

Line Item Detail View

If you want to display and enter more details about the line item, click . The View Line Item Detail view appears.

The information on the View Line Item Detail view is similar to the information on the Detail view for a work request. Refer to the following sections for more information about each section of this window:

� “Subject” on page 3-2

� “Participants” on page 3-2

� “Comments” on page 3-3

� “Audit Trail” on page 3-5

� “Sending Work Request Details” on page 3-5

� “Printing Work Request Details” on page 3-6

� “Files” on page 3-10


Detail View

Copying a Line Item

You can create a new line item by copying a similar existing line item and then changing the parts that are different, if desired. This function is useful with repetitive line items, such as supplies that are used regularly.

To copy a line item:

1. Click Copy Line Item.

The Pick a Line Item pop-up window appears.

2. Click to select the line item you want to copy.

The Pick a Line Item pop-up window closes, and the subject of the selected line item appears on the Line Items list with a new ID and Active status. You can modify the new line item as desired.

Detail View

Requests 3-9

Finding a Work Request

To find a particular work request, click Find. The Find Work Requests pop-up window appears. (See “Using the Find Feature” on page 1-7 for more information about this global feature.)

NOTE: To access the FileMaker Pro Find feature, you can use the FileMaker keyboard shortcut, if desired – Ctrl-F in Windows; Cmd-F on a Macintosh. Note, however, that the FileMaker Pro Find feature behaves differently from the Work Requests Find feature. Refer to the FileMaker Pro 7 User’s Guide for more information about FileMaker Pro.


Detail View

Files The Files tab displays any files associated with the displayed work request. You can use this tab to share files with contacts associated with the work request.

On this tab, you can:

� Add a file to the list. (See “Adding an Associated File to the Work Request” on page 3-10.)

� Export a file from the list to elsewhere on your computer or network server. (See “Exporting an Associated File” on page 3-11.)

� Delete a file from the list by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the file, or click Cancel to abandon the deletion. (Only the file owner or the administrator can delete it.)

NOTE: When you delete an associated file, it is removed from the Work Requests application only. The original file remains unaffected.

Adding an Associated File to the Work Request

To add a file to the associated files list:

1. Click Add File.

The Insert File dialog appears. (The appearance of this dialog is dependent on your operating system.)

2. Navigate to the folder where the file is located, select the desired file, and click Open.

The file appears on the list of associated files.

List View

Requests 3-11

Exporting an Associated File

To export a file on the list to another location on your computer or network server:

1. Click next to the desired file.

The Export Field to File dialog appears. (The appearance of this dialog is dependent on your operating system.)

2. Navigate to the folder where you want to save the file, and click Save.

A copy of the file is saved in the selected location.

List View

The List view displays your list of work requests.

The List view provides the following details about each work request:

� ID

� Subject

� Requestor

� Assignee

� Manager

� Approver

� Status

(See “Subject” on page 3-2 and “Participants” on page 3-2 for a description of each item.)


List View

The work requests are listed in the order in which you added them with the most recent at the bottom. You can re-sort the list, if desired, by the content of any column by clicking the desired column title. The first time you click a column title, it sorts the list in ascending alpha-numeric order. To sort in descending order, click the same column title again. The icon on the right side of the screen indicates the sort direction.

Using the icons at the top of this page, you can:

� Send details about one or more work requests to one or more contacts by selecting the Marked check box next to the desired work request(s) and then clicking Send Marked. (See “Sending Work Request Details” on page 3-5.)

� Add a work request by clicking New to display a blank Requests page in the Detail view. (See “Adding a Work Request” on page 3-6 for more information.)

� Delete the selected work request by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the work request, or click Cancel to abandon the deletion.

� Find one or more work requests that match your search criteria by clicking Find. (See “Using the Find Feature” on page 1-7 for more information about using this global feature.)

In addition, you can click next to a work request name to display that work request’s information in the Detail view. (See “Detail View” on page 3-1.)

CAUTION: When you delete a work request, it is permanently deleted from the Work Requests application. This action is not reversible. Be sure to back up your data frequently before deleting significant information, such as a work request. (See “Backing Up Data” on page A-14 for more information.)

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4-1

4 Contacts

The Contacts page allows you to manage information about the contacts associated with the work requests you manage. Contacts must be on your contacts list before you can add them to groups (page 5-6) or assign them to work requests (page 3-2).

NOTE: This page is available to users with Manager, Approver, Assignee, or Administrator privileges only. It is not available to users with Requestor or Senior Requestor privileges only.

Detail View

The Detail view of the Contacts page displays the name and contact information for the selected contact. For approvers, managers, and administrators, this page also displays a list of assignments assigned to the selected contact. The right side of the page is blank for assignees.


Detail View

Using the icons at the top of the Contacts page, you can:

� Send email to the selected contact. (See “Sending Email to a Contact” on page 4-3.)

� Add contacts to your contacts database. (See “Adding a Contact” on page 4-4.)

� Delete the displayed contact by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the contact, or click Cancel to abandon the deletion.

� Find one or more contacts that match your search criteria. (See “Finding a Contact” on page 4-5.)

The following sections describe the contents of this page in more detail.

Contact

The Contact section displays the following information about the contact:

� First Name

� Last Name

� Address (multiple fields)

� Phone

� Fax

� Mobile

� Email

� Check boxes to indicate whether the contact is an assignee or a vendor (Checking Assignee adds the contact to the Assignee drop-down list. Checking Vendor adds to the contact to the Vendor drop-down list, assuming you enter a name in the Vendor Name field.)

� Vendor name (when applicable)

Click any field in this section to add to or edit its content.

You can click next to the contact’s email address to send an email message to the contact.

CAUTION: There is a difference between deleting a contact from the contacts list in Work Requests and deleting a user account in FileMaker Pro:

� If you delete a contact from the contacts list, the deleted contact’s name is permanently removed from any work requests where it is listed as the assignee. However, that contact's name still appears on work requests with which he or she was previously listed as an approver, manager, or requestor. The next time the deleted contact logs in to Work Requests, his or her name is automatically added back onto the contacts list; however, it is not added back in as the assignee of any work requests. (Therefore, be very cautious about deleting assignees.)

� If you are an administrator and you delete a user account from the Edit User Accounts pop-up window, however, that user’s name is deleted from all records, except where he or she is the assignee, and that user can no longer log in to Work Requests. That user's name, however, remains on the contacts list and on the Assignee drop-down list for work requests.

If your organization wants to retain all original names on the work request records, rather than deleting them (if someone leaves the organization, for instance), FileMaker strongly recommends that the administrator inactivate the user account using the FileMaker Pro Accounts & Privileges feature without removing the user account or the name from the contact list. This action maintains the integrity and accuracy of your records, but eliminates the user’s access to the system. The administrator should exercise extreme caution before deleting contacts on the Contacts page or user accounts on the Edit User Accounts pop-up window.

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Detail View

Contacts 4-3

Assigned Work Requests

NOTE: This section is visible to approvers, managers, and administrators only.

The Assigned Work Requests section displays a list of the displayed contact’s assignments. For each assignment, this list includes:

� ID

� Request Subject

� Priority

� Check box indicating whether the work request is complete or not


� Filter the list of assignments to shorten the list, if desired, by entering one or more characters in the Filter By Name field and then clicking .

� Click next to an assignment to display the associated Requests page in the Detail view. (See “Detail View” on page 3-1.)

� Change any of the displayed information about an assignment by clicking the desired field and editing the content.

� Delete an assignment by clicking next to it.

Sending Email to a Contact

To send email to the displayed or selected contact:

1. Click Send Mail.


CAUTION: When you delete an assignment on the Assigned Work Requests list, the entire work request and all of its line items are completely deleted. If you want to change the assignee, go to the Requests page and change it there.

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Detail View

2. Select the mail template you want to use.




4. Click Send.



NOTE: You can click Cancel at any time in the process described above to cancel sending the email message.

Adding a Contact To add a new contact:

NOTE: When the administrator sets up a user account and specifies a privilege set for the user, Work Requests automatically creates a contact record the first time that user logs in. To avoid duplicate contact records, it is important that you not create additional contact records for the same users. If you are unsure of whether a user account has been created for a particular contact, check with your administrator.

1. Click New.

A blank Contacts page appears.

Detail View

Contacts 4-5

2. In the Contact section, enter the first and last names for the contact and any contact information you have.

As soon as you enter the contact’s name, that contact appears on all contact lists throughout the Work Requests application. No assignments are on the Assigned Work Requests list for new contacts. You can begin assigning work requests to the contact and making the contact a member of one or more groups right away.

Finding a Contact To find a particular contact, click Find. The Find Contacts pop-up window appears. (See “Using the Find Feature” on page 1-7 for more information about this global feature.)

To access the FileMaker Pro Find feature, you can use the FileMaker keyboard shortcut, if desired – Ctrl-F in Windows; Cmd-F on a Macintosh. Note, however, that the FileMaker Pro Find feature behaves differently from the Work Requests Find feature. Refer to the FileMaker Pro 7 User’s Guide for more information about FileMaker Pro.


List View

List View

The List view of the Contacts page displays a list of contacts entered in the Work Requests application.

The List view provides the following details about each contact:

� First Name

� Last Name

� Phone

� Fax

� Mobile

� Email

The contacts are listed in the order in which you added them with the most recent at the bottom. You can re-sort the list, if desired, by the content of any column by clicking the desired column title. The first time you click a column title, it sorts the list in ascending alpha-numeric order. To sort in descending order, click the same column title again. The icon on the right side of the screen indicates the sort direction.


� Send email to the selected contact by clicking Send Mail. (See “Sending Email to a Contact” on page 4-3.)

� Add a contact to the list by clicking New. The selection indicator appears next to a blank row in the list. Click on or tab to any field of that row to enter the contact’s information. As soon as you enter a contact’s name, that contact appears on all contact lists throughout the Work Requests application.

List View

Contacts 4-7

� Delete a contact from your contacts list by selecting it and clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the contact, or click Cancel to keep the contact on your contact list.

� Find one or more contacts that match your search criteria by clicking Find. (See “Using the Find Feature” on page 1-7 for more information about using this global feature.)

In addition, on this page you can:

� Change any of the displayed information about a contact by clicking the desired field and editing the content.

� Click next to a contact name to display that contact’s information in the Detail view. (See “Detail View” on page 4-1.)

CAUTION: There is a difference between deleting a contact from the contacts list in Work Requests and deleting a user account in FileMaker Pro:

� If you delete a contact from the contacts list, the deleted contact’s name is permanently removed from any work requests where it is listed as the assignee. However, that contact's name still appears on work requests with which he or she was previously listed as an approver, manager, or requestor. The next time the deleted contact logs in to Work Requests, his or her name is automatically added back onto the contacts list; however, it is not added back in as the assignee of any work requests. (Therefore, be very cautious about deleting assignees.)

� If you are an administrator and you delete a user account from the Edit User Accounts pop-up window, however, that user’s name is deleted from all records, except where he or she is the assignee, and that user can no longer log in to Work Requests. That user's name, however, remains on the contacts list and on the Assignee drop-down list for work requests.

If your organization wants to retain all original names on the work request records, rather than deleting them (if someone leaves the organization, for instance), FileMaker strongly recommends that the administrator inactivate the user account using the FileMaker Pro Accounts & Privileges feature without removing the user account or the name from the contact list. This action maintains the integrity and accuracy of your records, but eliminates the user’s access to the system. The administrator should exercise extreme caution before deleting contacts on the Contacts page or user accounts on the Edit User Accounts pop-up window.

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List View

5-1

5 Groups

The Groups page allows you to group your contacts by functional groups, work groups, or any other grouping concept. This is an optional feature for you to use, if desired, to categorize your contacts or send email to a group of individuals. It is for your convenience only and not required by the Work Requests application.

NOTE: Contacts must be on your contact list before you can add them to groups (Chapter 4, “Contacts”.

This page is available to users with Manager, Approver, Assignee, or Administrator privileges only. It is not available to users with Requestor or Senior Requestor privileges only.

Detail View

The Detail view of the Groups page displays the name of the selected group at the top, your contact list on the left, and the members of the selected group on the right.


Detail View


� Send email to the members of the group. (See “Sending Group Form Email” on page 5-3.)

� Duplicate a group. (See “Duplicating a Group” on page 5-4.)

� Merge the members of the group into another group. (See “Merging Groups” on page 5-4).

� Add a group. (See “Adding a Group” on page 5-5.)

� Delete the displayed group by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the group, or click Cancel to abandon the deletion.

� Find one or more groups that match your search criteria. (See “Finding a Group” on page 5-7.)


Group

The Group section displays the name and description of the group. Click either field to add to or edit its content.

Group Functions

This section lists the functions you can perform on groups. When you click Display Member Contacts in List View, Work Requests displays the members of the group in the List view on the Contacts page. (See “List View” on page 4-6 for more information.)

Members

The Members section lists the names of the contacts who are members of the group. In this section, you can:

� Filter the list of contacts to shorten the list, if desired, by entering one or more characters in the Filter By Name field and then clicking .

� Add contacts to or remove contacts from the group. (See “Adding Contacts to or Removing Contacts from a Group” on page 5-6.)

� View information about a contact in the Detail view of the Contacts page by clicking next to the contact’s name.

� Delete contacts from the group by clicking next to that contact’s name.

CAUTION: When you delete a group, the group is permanently deleted from the Work Requests application, although the contacts that were part of that group remain on your contact list and in any other groups of which they are members.

CAUTION: When you delete a contact from a group, that contact is removed from that group only. The contact is not deleted from the Work Requests application. The information about it on the Contacts page remains unaffected.

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Detail View

Groups 5-3

Sending Group Form Email

To send email to the members of the group:

1. Click Group Form Mail.


2. Select the contact mail template you want to use.




4. Click Send.



NOTE: You can click Cancel at any time in the process described above to cancel sending the email message.


Detail View

Duplicating a Group

If you want to add a group that is very similar to an existing group, you can duplicate the existing group and then add or remove members.

To duplicate a group:

1. Display the group you want to duplicate.

2. Click Duplicate.

3. Click Add Contact in the Members section, and following the instructions in “Adding Contacts to or Removing Contacts from a Group” on page 5-6.

Merging Groups To merge the members of one group into another group:

1. Display the group whose members you want to merge into another group.

NOTE: All members of both groups are merged.

2. Click Merge.

The Pick a Group pop-up window appears.

3. Click the name of the group into which you want to merge the displayed group members.

The members of the original group are added to the selected group, and the Detail view of the merged group is displayed.

NOTE: The membership of the original group remains unchanged.

Detail View

Groups 5-5

Adding a Group To add a group to your list of groups:

1. Click New.

A new blank Groups page appears.

2. Enter a name and, optionally, a description for the group.

As soon as you enter a name for the group, it appears in the title of the Group section.

3. Add members to the group. See the next section, “Adding Contacts to or Removing Contacts from a Group”.


Detail View

Adding Contacts to or Removing Contacts from a Group

To add a member to a group:

1. Click Add Contact.

The Manage Members for group_name pop-up window appears.

2. Filter the list of contacts to shorten the list, if desired, by entering one or more characters in the Filter By Name field and then clicking .

Only contacts whose first or last name contains those characters appear on the list.

NOTE: To redisplay all contacts on the left, clear the Filter By Name field, and click .

3. Click next to any contact name you want to add to the group.

The selected contacts appear on the Members list to the right.

4. Click next to any contact name you want to remove from the group.

5. When the Members list contains the contacts you want to include, click Done.

The Manage Members for group_name page closes, and you return to the Groups page with the Members list updated to reflect your changes.

Detail View

Groups 5-7

Finding a Group To find a particular group, click Find. The Find Group pop-up window appears. (See “Using the Find Feature” on page 1-7 for more information about this global feature.)



List View

List View

The List view of the Groups page displays your list of the groups.

The groups are listed in the order in which you added them with the most recent at the bottom. You can resort the list, if desired, by clicking the Name column title. The first time you click the column title, it sorts the list in ascending alpha-numeric order. To sort in descending order, click the column title again. The icon on the right side of the screen indicates the sort direction.


� Add a group. (See “Adding a Group” on page 5-5.)

� Delete the selected group by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the group, or click Cancel to abandon the deletion.

� Find one or more groups that match your search criteria by clicking Find. (See “Using the Find Feature” on page 1-7 for more information about using this global feature.)

In addition, you can:

� Click next to a group name to display that group’s information in the Detail view. (See “Detail View” on page 5-1.)

� Change the name of a group by clicking the Name field and editing the content.

CAUTION: When you delete a group, the group is permanently deleted from the Work Requests application, although the contacts that were part of that group remain on your contact list and in any other groups of which they are members.

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6-1

6 Mail Archive

The Mail Archive page displays the archive entries generated from various parts of the application.

NOTE: This page is available to users with Manager, Approver, Assignee, or Administrator privileges only. It is not available to users with Requestor or Senior Requestor privileges only.

Detail View

The Detail view of the Mail Archive page displays a list of one or more archive entries sent using the selected mail template. When you click one of the messages on the list, its contents appear in the Message section on the right.


Detail View

Using the icons at the top of the Mail Archive page, you can:

� Resend the displayed message. (See “Resending an Archived Message” on page 6-3.)

� Delete the archive entry and all of its messages by clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the archive entry, or click Cancel to keep the entry in the archive.

� Find one or more archive entries that match your search criteria. (See “Finding an Archive Entry” on page 6-4.)


Archive

The Archive section displays the:

� Template Name – The name of the template used for the messages in this archive

� Send Method – How the connection was made

� Date Sent – The date the message was sent

The information in this section is not editable.

Messages

The Messages section displays a list of archive entries sent using the selected mail template. You can click a message name on the list to view the content of the message on the right.

Message Name

The Message Name section title includes the name of the selected message. Under the title is the email addresses in the To, Cc, and Bcc fields, the Subject of the message, and the body of the archived message.

CAUTION: When you delete an archive entry, the entry is permanently deleted from the Work Requests application. Deleting an entry is not reversible. Be sure to back up your data frequently before deleting significant information, such as archived entries. (See “Backing Up Data” on page A-14 for more information.)

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Detail View

Mail Archive 6-3

Resending an Archived Message

To resend an archived message:

1. Click Resend.

The Resend Messages pop-up window displays a list of archived messages sent using the selected mail template.

2. Click to select the name of the message you want to resend.

The content of the original message appears on the right.

3. When you are ready to resend the message, click Send.

� If you selected Preview Email on the Preferences tab of the Home page, your default email application opens (if it is not already open) and displays the message. Again, you can edit the message, if desired, and then send it.


NOTE: You can click Cancel at any time in the process described above to cancel resending the message.


Detail View

Finding an Archive Entry

To find a particular archive entry, click Find. The Find pop-up window appears. (See “Using the Find Feature” on page 1-7 for more information about this global feature.)


List View

Mail Archive 6-5

List View

The List view of the Mail Archive page displays a list of mail templates used to send archived messages and the date, time, and send method for each. A mail template might be listed more than once, if it was used to send more than one message.

The List view provides the following details about each mail template:

� Date Sent

� Time Sent

� Template Name

� Send Method

The templates are listed by the date sent with the most recent at the bottom. You can re-sort the list, if desired, by the content of any column by clicking the desired column title. The first time you click a column title, it sorts the list in ascending alpha-numeric order. To sort in descending order, click the same column title again. The icon on the right side of the screen indicates the sort direction.


List View

On this page, you can:

� Delete an archive entry and all of its messages by selecting it and clicking Delete. A dialog prompts you to confirm the deletion. Click OK to delete the message, or click Cancel to keep the contact on your list.

� Find one or more archive entries that match your search criteria by clicking Find. (See “Finding an Archive Entry” on page 6-4 for more information.)

In addition, you can click next to an item on this page to display information about the archive entries associated with that template in the Detail view. (See “Detail View” on page 6-1.) None of the information on this page is editable.

CAUTION: When you delete an archive entry, the message is permanently deleted from the Work Requests application. Deleting a message is not reversible. Be sure to back up your data frequently before deleting significant information, such as archive entries. (See “Backing Up Data” on page A-14 for more information.)

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7-1

7 Reports

The Reports page displays a list of the existing reports and allows you to view or modify their definitions. In addition, you can generate reports from the Reports page to view on the screen or to print.

NOTE: This page is available to users with Approver, Manager, or Administrator privileges only.


Reports

The Reports list includes the ID and name of each existing report.

The reports are listed in the order in which you added them with the most recent at the bottom. You can re-sort the list, if desired, by the content of any column by clicking the desired column title. The icon on the right side of the screen indicates the sort direction.


In the Reports section, you can:

� Add a new report. (See “Adding a Report” on page 7-3.)

� Edit a report by selecting the desired report from the list and then editing any of its fields or by adding or removing finds.

� Delete a report from the list by clicking next to the report name you want to delete on the Reports list. A dialog prompts you to confirm the deletion. Click OK to delete the report, or click Cancel to keep the report on your list.

� Filter the list by entering one or more characters in the Filter By Name field and then clicking . Only report names that contain the characters you enter appear on the list.

NOTE: To redisplay all reports, clear the Filter By Name field, and click .

� Enter notes about the selected report. To enter a note, simply click in the Notes field and enter or edit the text.

Report Detail

The right side of the page displays the definition of the selected report. The report definition includes the following information:

� Header:

� Header – Text that appears at the top of each page of the report.

� Subheader – Text that appears under the header of each page of the report.

� Body:

� Format – Definition of the type of content covered in the report and the page orientation for the report.

� Sort Order – The field by which the data in the report is sorted.

� Use – Sets the content of the report to include either the current found set of records or the results of a custom search.

If you select Saved Find(s), a list of saved finds associated with the displayed report appears. The reported results include all of the results of all of the saved finds listed. The more saved finds you select, the more it narrows the results of the report.

For each saved find, the following information appears on the list:

� Saved Find(s) – The name of the saved find.

� Action – The Find Type selected on the Find pop-up window for the saved find.

� Order – The order in which you want to run the saved finds to run.

Under Saved Find(s), you can:

� Add a find to the list of saved finds by clicking Add Find. The Find pop-up window that appears reflects the context of the report. For example, if the report is about work requests, the Find Work Requests pop-up window appears. If the report is about groups, the Find Groups pop-up window appears. (See “Using the Find Feature” on page 1-7 for more information about this global feature.)

� Click next to an item on the list to display the details about that saved find.

� Click next to an item on the list to remove that saved find from this report. (This action does not delete the saved find from the system.)

� Click next to an item on the list to specify the order in which you want to run each saved find for the report.

CAUTION: Deleting a report is not reversible. Use caution before executing this command.!

Reports 7-3

� Footer:

� Footer – Text that appears on the bottom left of each page of the report.

� Date – Indicates whether or not the current date should appear at the bottom center of each page of the report.

� Page Number – Indicates whether or not page numbers should appear at the bottom right of each page of the report.

� Additional options:

� Show Page Setup – Indicates whether or not the standard Page Setup dialog is to be displayed before the report is displayed or printed.

� Output To – Indicates whether you want to view the report on the screen or print it.

� Requestor – The user who created the report (automatically entered by the Work Requests application and not editable).

Adding a Report To add a new report to the list, click New. The Work Requests application automatically assigns the report a sequential number and clears the right side of the page (except for some default settings, which you can change, if desired).

Select <new report> and enter a name for the report. Enter text or select options for each field on the right side of the page. (See “Report Detail” on page 7-2 for more information about the options.)


Generating a Report

To generate a report:

1. Click to select one of the reports listed on the Reports page.

2. Edit any of the report options, if desired, as described in “Report Detail” on page 7-2.

3. Click Run Report.

� If Show Page Setup is checked, a standard Print Setup dialog appears. Change any desired settings, and click OK.

� If Show Page Setup is not checked:

� If you selected Screen output, Work Requests displays the report on the screen. (You must click Continue on the left side of the page to close this window.)

� If you selected Print output, the standard Print dialog appears. Change any desired settings, and click OK. Work Requests prints the report on the selected printer.

8-1

8 Instant Web Publishing

You can use FileMaker Pro Instant Web Publishing (IWP) with the Work Requests application to allow users to create work requests from a web browser. Simply perform a few simple steps to activate IWP, and then users can begin creating work requests from any computer, regardless of whether they have FileMaker Pro or Work Requests installed.

NOTE: IWP requires a version 5 or later web browser and works best with Microsoft® Internet Explorer.

To install IWP for FileMaker Server Advanced, refer to your FileMaker Server Advanced documentation.

Configuring IWP for Work Requests

To configure IWP:

1. Log in to the Work Requests application.

2. On a Windows-based computer, from the Edit menu, select Sharing, and then select Instant Web Publishing. On a Macintosh, from the FileMaker Pro menu, select Sharing, and then select Instant Web Publishing.

The Instant Web Publishing dialog appears.

CAUTION: You cannot change your password using a web browser. If you want to change your password, you must log in to the Work Requests application directly and use the FileMaker Pro feature described in “Changing Your Password” on page 1-3.

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Configuring IWP for Work Requests

3. Next to Instant Web Publishing, click to select On.

4. If you know that there is another web server running on the same computer and using port 80 (the default port for IWP), click Specify next to Advanced Options; otherwise, skip to step 6.

The Advanced Web Publishing Options dialog appears.

5. Change the TCP/IP Port Number to something other than 80, and click OK.

6. With FileMaker Work Requests selected under Currently Open Files, select All Users for access. Be sure the check box next to Don’t display in Instant Web Publishing home page is not checked.

7. Select fmw_Language under Currently Open Files, and then select All Users for access. Then check to select the check box next to Don’t display in Instant Web Publishing homepage.

8. Click OK.

The IWP interface is ready to be used by anyone with a browser.

Creating a Work Request with IWP

Instant Web Publishing 8-3


To create a work request with IWP:

1. Open a browser window on any computer, and link to:

http://127.0.0.1 if you are on the same computer where IWP is running

or

http://IP_address_of_host (where IP_address_of_host is shown in the IWP setup) if IWP is running on a different computer

NOTE: If you configured IWP to use a port other than 80, be sure to include the port number in the address; for example, http://127.0.0.1:8080 or 192.168.0.1:8080.

The IWP home page appears.

2. Click FileMaker Work Requests.

A standard login dialog appears.

3. Enter your user name and password, and click OK.

The data entry options page appears.

4. Click New Request.



The Enter New Work Request page appears.

This page is similar to the Submit New Work Request pop-up window that appears when senior requestors, requestors, or assignees click New on the Overview tab of the Home page. (See “Adding a Work Request From the Overview Tab” on page 2-3 for more information.)

5. Enter the appropriate information on this page, and then click Submit.

The data entry options page reappears and displays a message confirming that the new request was entered and provides the ID number of the request.

6. At this point, you can take either of the following actions:

� Enter another request by clicking New Request and repeating step 5.

� Click Logout to return to the IWP home page.

A-1

A Customizing the User Interface

This appendix provides instructions for configuring administrator and user accounts and information about the Admin tab, which allows administrators to customize parts of the user interface and perform various administrative functions on the Work Requests data.

NOTE: Changes to global content must be made locally, not on a version of Work Requests running on a network server. For example, if you open Work Requests on a network server and make changes to global content (such as strings or graphics) and then exit the application, the changes are not saved on the server. The next time you open Work Requests on that server, the changes will not be there.

To make changes to global content on a server, you must open Work Requests locally (from the Work Requests application running on a single-user computer), make the desired changes, and then upload the revised files to the server.

Configuring Administrator and User Accounts

Configuring the Administrator’s Account

The first time you launch FileMaker Work Requests, it does not require a login or password. You are logged in as the administrator and have unlimited access to the entire application. Use this account to configure the administrator and user accounts and to familiarize yourself with the application.

The first step is to configure the administrator’s account. It must be configured in two places:

� The Work Requests application itself

� The FileMaker language file

The following steps provide instructions for configuring the administrator’s account.

CAUTION: If you customize the Work Requests application, be sure to make file-level backups. The built-in backup feature in Work Requests backs up data only. (See “Backing Up Data” on page A-14 for more information about the built-in backup feature.)

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A-2 FileMaker Work Requests User’s Guide


Step 1: Configure Admin Account for the Work Requests Application

1. On FileMaker’s File menu, select Define and then select Accounts & Privileges.

The Define Accounts & Privileges dialog appears.

The default accounts are Admin and Guest.

NOTE: Work Requests 1.0 does not support the Guest account provided with FileMaker Pro. Do not activate the Guest account for FileMaker Work Requests.

2. Select the Admin account, and then click Edit.The Edit Account dialog appears.

3. Enter a unique password for the administrator account.

4. Ensure that Active is selected for Account Status and that Full Access is selected for Privilege Set.

NOTE: You can change the account name for the administrator on this dialog, if desired. For more information about editing accounts, refer to the FileMaker Pro User’s Guide.

5. Click OK.

6. Click OK to close the Define Accounts & Privileges dialog.


Customizing the User Interface A-3

The Confirm Full Access Login dialog appears.

7. Enter the administrator’s account name and password, and click OK.

The dialogs close, and you return to the Work Requests user interface.

Step 2: Configure Admin Account for the Language File

1. From the FileMaker Windows menu, select Show Window, and then select fmw_Language.

The fmw_Language window opens.

2. Repeat steps 1 through 5 above, entering the exact same password for the Admin account as you entered in step 3, ensuring that Active is selected for Account Status and that Full Access is selected for Privilege Set.

3. For the Guest account, ensure that Active is selected for the Account Status.

NOTE: The Guest account is activated for the language file only to save you from having to manage a language account for each user in a second location.

4. Click OK to close the Define Accounts & Privileges dialog.

5. From the File menu, select File Options.

The File Options for “fmw_Language” dialog appears.



6. Select Log in using: Guest Account, and click OK.

A message informs you that the language file will be opened automatically using the selected account. This setting prevents users from having to log in twice—once to the Work Requests application with their own login and once to the language file with the Guest login.

7. Click OK to close the message dialog.

8. Close the fmw_Language window by:

� In Windows – Click the X in the upper right corner of the window.

� On a Mac – Click the red close button in the upper left corner of the window.

The window closes, and you return to the Work Requests user interface.



Configuring User Accounts

In addition to the Admin account, you must create an account for each user and specify each user’s access privileges. There are five levels of access privileges for users that you assign based on each user’s role(s) within the organization:

The recommended process is to create all of the new user accounts and then to go back and edit the details in each user’s account. When you finish adding and editing the user accounts, log in as each user to be sure the accounts work properly before you provide the login information to the users. This action automatically adds the users to the contacts list.

The following sections describe these processes.

Role Responsibility Can Access No Access To

Senior Requestor

Creates work requests

� Overview and Preferences tabs of the Home page only and can view all requests

� All other pages and tabs

Requestor Creates work requests

� Overview and Preferences tabs of the Home page only, but can view only requests where they are participants

� All other pages and tabs

Approver Authorized to approve or decline work requests

� Overview, Mail Templates, and Preferences tabs of the Home page and can view all requests in the system

� Requests page

� Contacts page

� Groups page

� Mail Archive page

� Reports page

� Admin tab of the Home page

Manager Ensures that the work gets done

� Overview, Mail Templates, and Preferences tabs of the Home page and can view all requests in the system

� Requests page

� Contacts page

� Groups page


� Reports page

� Admin tab of the Home page

� Cannot alter the Description, Date Needed, or Requestor fields after a request is approved or declined

Assignee Performs the requested work

� Overview and Preferences tabs of the Home page with read-only access to certain fields on work requests, but can view only requests where they are participants

� Contacts page (partial access)

� Groups page


� Mail Templates and Admin tabs of the Home page

� Requests page

� Reports page

� The Assigned Work Requests section of the Contacts page



Creating a New User Account

To create a new user account:

1. On the Admin tab of the Home page, click Edit User Accounts.

The Edit User Accounts pop-up window appears.

2. Click New.

The Create FileMaker Account pop-up window appears.

3. Enter the account name for the users (such as “edaniels” for Emily Daniels).

NOTE: You cannot change an account name once it is created.

4. Enter a unique password for the user.

5. Re-enter the password to confirm it.

6. Select the appropriate access level for the user from the Privilege Set drop-down list.

7. Click Done.

The new user account appears on the User Accounts list on the Edit User Accounts pop-up window.

8. Repeat steps 2 through 7 to add an account for each user of the Work Requests application.

After you create all of the required user accounts, edit each account.



Editing Existing User Accounts

To edit an existing user account, including the administrator’s account:

1. Click Edit User Accounts.

The Edit User Accounts pop-up window appears.

NOTE: If the administrator’s account does not appear in the list, close the application and log back in as the administrator.

2. Click to select the desired account name.

That user’s profile appears on the right.

NOTE: The password and privilege set is not editable here. (See “Configuring Password and Privilege Set Changes for Users” on page A-8 for details about changing them, if desired.)

3. Enter or update the data in the First Name, Last Name, and Email fields.

4. Select any or all of the designated participants for this user (Designated Approver, Designated Manager, Designated Assignee).

NOTE: The names that appear on these drop-down lists contain only the names of users whose accounts have been created. For this reason, as mentioned above, FileMaker recommends that you create all of the new user accounts and then to go back and edit each user’s profile.

Requests by this particular user are automatically routed to the designated participants. For contacts with requestor or assignee privileges, it is important that you designate at least one approver or manager, so the request is routed to at least that one person. It is less important for contacts with manager and approver privileges, since they can view all requests and can route requests on a case-by-case basis.



5. Click to select one or more roles for this user (Is Approver, Is Manager, Is Assignee).

This setting determines which option lists include this user’s name. For example, if you select Is Approver, this user appears on the Designated Approver drop-down list described in step 4 and on the Approver drop-down list on the Requests page. (See “Participants” on page 3-2 for more information about the Approver drop-down list on the Requests page.)

NOTE: The role(s) you assign this contact affect only the drop-down list(s) in which the user’s name appears. It does not change the access rights of the user. For example, if you check only assignee for someone who has approver privileges, the user still has approver level access to the system. If you want to change a user’s access privileges, see the next section, “Configuring Password and Privilege Set Changes for Users”.

6. Click to select or deselect Display FM Errors.

By default, FileMaker Pro error messages are not displayed. Either the Work Requests application deals with the issue or it displays its own error message to the user. If you select this option for a particular user, all FileMaker Pro error messages will be displayed for that user.

NOTE: This option is used to troubleshoot problems that might arise from customizing scripts or privilege sets. If you are having problems with an account in a customized version of FileMaker Work Requests, you can enable this option to display all FileMaker error messages; otherwise, it is not needed.

7. Enter any comments about the user, if desired, in the Comments text box.

8. When you finish making all of the desired changes, you can continue editing other user accounts, or click Done.

When you finish adding and editing the user accounts, log in as each user to be sure the accounts work properly before you provide the login information to the users. This action automatically adds the users to the contacts list.

Configuring Password and Privilege Set Changes for Users

Once you have created and edited all of the user accounts, you can:

� Require that users change their passwords the first time they log in

� Change a user’s privilege set

The following procedure describes how to accomplish these options.

NOTE: All user accounts (including the administrator’s account) are pre-configured to allow users to change their passwords at any time. (See “Changing Your Password” on page 1-3 for more information.) To disable this option for users, see the FileMaker Pro User’s Guide.

CAUTION: Users cannot change their passwords using a web browser. They can change their passwords only by logging in to the Work Requests application directly and using the FileMaker Pro feature described in “Changing Your Password” on page 1-3. Therefore, do not force users who access the application with a web browser only to change their passwords the next time they log in. If you do so, those users will not be able to log in at all.

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1. On FileMaker’s File menu, select Define and then select Accounts & Privileges.


2. Select the desired user account, and then click Edit.The Edit Account dialog appears.

3. If you want to require the user to change their password the first time they log in, click to select the User must change password on next login check box; otherwise, skip this step.

After you complete this step for a particular user, the next time that user logs in, he or she is forced to change his or her password.

4. If you want to change the user’s privilege set, select the desired option from the Privilege Set drop-down list; otherwise, skip this step.

5. Click OK to close the Edit Account dialog.

6. Click OK again to close the Define Accounts & Privileges dialog.



The Confirm Full Access Login dialog appears.

7. Enter the administrator’s account name and password, and click OK.

The dialogs close, and you return to the Work Requests user interface.

Upgrading User Accounts

If you upgrade or reinstall the Work Requests application, the upgrade process deletes the passwords for all users, including the administrator, and renders all user accounts inactive, except the administrator’s account.

NOTE: The upgrade and installation processes do not remove the accounts; they simply inactivate them.

If you are hosting Work Requests with FileMaker Server, launch the Work Requests application using FileMaker Pro to ensure that the upgrade or installation process was successful before proceeding with the following actions.

The first time you launch Work Requests after an upgrade or reinstall, it does not require a login or password. Therefore, it is important to follow all of the instructions in the two-step process described in “Configuring the Administrator’s Account” on page A-1 to configure the administrator’s account and assign a password for the administrator.

To re-activate the user accounts:

1. On the File menu, select Define and then select Accounts & Privileges.


2. Click the Active check box next to each user account you want to activate.

Administrative Preferences


3. If you want to assign a password for each user, select a user account and click Edit. Then follow the instructions in “Configuring Password and Privilege Set Changes for Users” on page A-8.


When you log in to the Work Requests application as a user with full access privileges, the Admin tab appears on the Home page.

The Admin tab allows you to perform a number of administrative functions. The following sections describe these functions.

Value Lists

The Value Lists section allows you to customize the options provided for five drop-down lists that appear on the Requests page. The value lists you can customize are:

� Category – The types of work your organization performs.

� Location – The possible locations for work requests to be performed.

� Label – Arbitrary labels that you can use as you see fit. FileMaker provides a few options, but you can modify the labels to anything you find useful.

� Priority – The relative importance of a work request. FileMaker provides the options P1 through P5, but you can modify or add to these settings to comply with the standard terminology used by your organization.

� Explanation – The possible reasons for changes in status. By setting up these explanations in advance, you can limit the possible explanations users can select to a standard set.

Sample data is provided in the value lists as an example. See “Detail View” on page 3-1 for more information about using these options on the Requests page.



To modify a value list:

1. Click next to name of the list you want to modify, and then click Edit at the bottom of the list.

The value list editor appears.

2. Add, modify, or delete the options, as desired, by typing directly into the list box. Use blank lines or hyphens to logically separate sections of the list, if desired.

3. Click OK to save your changes, or click Cancel to abandon any changes you have made.

4. If you have configured IWP to receive work requests from the web, you must shut down and restart Work Requests to complete the updates to your value lists. If you are not using IWP, you can skip this step.

NOTE: The order in which the options appear on these lists dictates the order in which they appear on the drop-down lists on the Requests page.

Notification Templates

The Notification Templates section allows you to specify the template to be used for three different types of email notifications. (See “Participants” on page 3-2 for more information about this feature.)

� New – The mail template used for the email notification that goes to the approver, manager, and assignee when a requestor creates a new request from the Overview tab of the Home page and Send Notification is selected.

� Approved – The mail template used for the email notification that goes to the Manager and Assignee when you approve a work request and click Notify on the Requests page.

� Declined – The mail template used for the email notification that goes to the Requestor when you decline a work request and click Notify on the Requests page.

Select the default template to be used for each situation. (See “Mail Templates” on page 2-5 for more information about defining templates.)



Custom Tags

When you create mail templates, you use the system and custom tags as building blocks to construct the content of the message. (See “Mail Templates” on page 2-5 for more information about creating mail templates.) The system tags are not editable; however, you can edit the custom tags, if desired, to better reflect the terminology used in your organization.

NOTE: If you modify a custom tag that is used in one or more mail templates, you must update every template where it appears.

For example, if you change “MyCompanyName” to “CompanyName” on this page, Work Requests immediately updates the name of the custom tag on the Preferences tab. However, it does not update the tags in existing mail templates.

So you must manually change all instances of the original tag (MyCompanyName in this example) to the new tag (CompanyName in this example) in the templates where it is used. If you do not update modified tags in existing mail templates, when a user sends a message using a template that contains the original tag, the tag itself (such as <MyCompanyName>) appears in the message.

To change the text of a custom tag, click the desired tag name, select the text you want to change, modify the text as desired, and then tab or click elsewhere on the page. The label changes immediately.

To add a custom tag, click the first blank tag name, enter the desired text, and then tab or click elsewhere on the page. The label changes immediately.

Editing User Accounts

When you click Edit User Accounts, the Edit User Accounts pop-up window appears.

You can use this window to create new user accounts or to modify existing user accounts. See “Creating a New User Account” on page A-6 and “Editing Existing User Accounts” on page A-7 for more information.



Backing Up Data To back up all data in the Work Requests application, click Perform Backup. A dialog prompts you to confirm the action. Click OK to continue or Cancel to abandon the action.

NOTE: When Work Requests is installed, it creates a Backup folder within the FileMaker Work Requests folder (My Documents in Windows; Documents on a Macintosh). Do not delete this folder. If the required folder does not exist in that location when you back up your data as a single user or from the host computer, the backup operation fails. On a client computer, Work Requests saves the files to the FileMaker Pro folder.

If you are using a shared version of Work Requests through FileMaker Server, FileMaker recommends that you use FileMaker Server’s backup feature instead of this feature in Work Requests.

The backup function potentially creates the following sets of backup files:

� fmw_bkp_Admin_Prefs.fp7

� fmw_bkp_Archive_Messages.fp7

� fmw_bkp_Contacts.fp7

� fmw_bkp_Finds.fp7

� fmw_bkp_Group_Members.fp7

� fmw_bkp_Groups.fp7

� fmw_bkp_Mail_Archive.fp7

� fmw_bkp_Mail_Templates.fp7

� fmw_bkp_Report_Finds.fp7

� fmw_bkp_Reports.fp7

� fmw_bkp_Request_Comments.fp7

� fmw_bkp_Request_Documents.fp7

� fmw_bkp_Requests.fp7

� fmw_bkp_User_Profiles.fp7

� fmw_bkp_Users.fp7

NOTE: Your list of backed up files might not include all of the files listed above. If there is no data in a particular area of the application, Work Requests does not create a backup file for that area.

CAUTION: This feature backs up data only. If you customize the Work Requests application, be sure to make file-level backups as well. (See the Work Requests Developer Information Guide for more information about customizing Work Requests.)

!



Restoring Backup Data

You can use the Restore Backup option to restore data from a previous backup, if desired.

NOTE: Open only one FileMaker application when restoring data from a backup. Shut down all other FileMaker applications to ensure proper functionality.

To restore the data from your most recent backup:

1. Click Restore Backup.

A message informs you that when you restore data, the current data is deleted.

2. Click Delete to confirm the deletion of the current data or cancel to abandon the action.

Another dialog prompts you to confirm the action.

3. Click Delete to continue or Cancel to abandon the action.

When the restore operation is complete, a message informs you that it was successful.

NOTE: If you are using a shared version of Work Requests, the Restore Backup feature restores the backup files created by the Perform Backup feature on the current computer.

Importing Contacts

You can import contacts from other applications, if desired. The imported contact list must be in one of the following supported formats:

� Any FileMaker Pro application

� Tab-separated text

� Comma-separated text

� SYLK

� DIF

� WKS

� BASIC

� Merge

� Excel

� dBase

� XML data source

� ODBC data source

To import contacts into FileMaker Work Requests:

1. Locate or export the contact list from the other application, if necessary.

2. Click Import Contacts.

A standard Open File dialog appears.

3. Navigate to and select the file you want to import, and click Open.

CAUTION: This feature copies the data from your last backup into Work Requests, replacing all current data. This is an extremely radical action, and you should be very cautious before you do it.

!



FileMaker’s Import Field Mapping dialog appears.

4. Using the displayed data record as a pattern, move the Target Field names by clicking and dragging up or down to map each one to the correct data.

You need only map the fields to one data record; the others will map the same way.

5. Click the icons in the untitled column to indicate which fields to import, using the Field Mapping key at the bottom of the dialog.

6. Click Import.

An Import Records Summary appears.



7. Click OK.

The Import Contacts pop-up window displays the imported contacts.

8. Review the contact list and make any necessary changes.

9. Click Done.

The next time you display the Contacts page, the imported contacts are included in the list. (See Chapter 4, “Contacts” for details about the Contacts page.)

Exporting Data To export data for use in another application, select the desired format for the type of file you want to create, and then click Export As.

NOTE: When Work Requests is installed, it creates Export folder within the FileMaker Work Requests folder (My Documents in Windows; Documents on a Macintosh). Do not delete this folder. If the required folder does not exist in that location when you export your data as a single user or from the host computer, the export operation fails. On a client computer, Work Requests saves the files to the FileMaker Pro folder.

If you are using a shared version of Work Requests, you can use the Export feature from the host computer only.

The export function creates one of the following sets of files, depending on the selected format.

If you select XML, it creates:

� fmw_Contacts.xml

� fmw_Group_Members.xml

� fmw_Groups.xml

� fmw_Mail_Archive.xml

� fmw_Mail_Archive_Messages.xml

� fmw_Request_Comments.xml

� fmw_Request_Documents.xml

� fmw_Requests.xml



If you select CSV, it creates:

� fmw_Contacts.csv

� fmw_Group_Members.csv

� fmw_Groups.csv

� fmw_Mail_Archive.csv

� fmw_Mail_Archive_Messages.csv

� fmw_Request_Comments.csv

� fmw_Request_Documents.csv

� fmw_Requests.csv

Your list of exported files might not include all of the files listed above. If there is no data in a particular area of the application, Work Requests does not create an export file for that area.

Deleting Data Deleting All Data

When you click Delete All Data, a message prompts you to confirm that you want to delete all data. If you select Delete, since this action can have very serious consequences, a second message prompts you to reconfirm your intentions. If you select Delete, this operation deletes all data for all FileMaker Pro applications. If you select Cancel on either confirmation message, the operation is cancelled and no data is deleted.

Deleting Sample User Accounts

When you delete the sample data, the user accounts remain intact, and you must delete all sample user accounts individually.

To delete sample user accounts:

1. On the Admin tab of the Home page, click Edit User Accounts.

2. Click Delete next to the name of each sample user account that you want to delete.

This process removes the deleted sample users from the list of user accounts within the Work Requests application and from the FileMaker Pro accounts.

NOTE: The administrator account is required. Therefore, deleting it on the Edit User Accounts dialog does not delete it from the system.

Deleting All Mail Templates

To delete all mail templates but no other data, click Delete All Mail Templates.

Deleting All Reports

To delete all reports but no other data, click Delete All Reports.

Deleting All Saved Finds

To delete all saved finds but no other data, click Delete All Saved Finds.

CAUTION: Deleting all data is not reversible. Use extreme caution before executing this command.!

Index-1

Index

Aaccess privileges

Home page display 2-1List and Detail views 1-5Reports page 7-1settings A-8templates 2-5user accounts A-5

accountsadministrator, see administrator accountgeneral configuration A-2guest, see guest accountslanguage file A-3user, see user accounts

Admin tabbacking up data A-14deleting data A-18editing custom tags A-13functions A-1 to A-18importing contacts A-15Notifications Templates section A-12restoring backup data A-15Value Lists section A-11

administrative preferences A-11administrator account

configuring A-1language file A-3

assignmentscaution for deleting 4-3overview 4-3

associated filesadding to list 3-10exporting 3-11

Bbackups

file level A-1, A-14performing A-14potential file set A-14restoring data A-15

body text area, messages 6-2

Ccalendar, working with 1-6caution icon, explanation of vichanges, saving 1-6

contactssee also groupsadding 4-4adding to or removing from groups 5-6assigned work requests 4-3details 4-2finding 1-7, 4-5grouping 5-1groups 5-2importing A-15listing information 4-6managing information 4-1predefined tags 2-6sending messages to 4-3working with 4-1 to 4-7

Contacts pageDetail view 4-1 to 4-5functions 4-1 to 4-7icons 4-2, 4-6List view 4-6views 1-4

content changes, global A-1context menus 1-5conventions, typographical viCopy Record option 1-5CSV data, exporting A-18Current User Profile area 2-8custom tags

creating A-13editing 2-9, A-13tab 2-6

Ddata

backing up A-14caution when deleting A-18deleting all A-18entering 1-4exporting A-17restoring A-15using sample 1-4

dates, entering 1-6Delete Record option 1-6

Index-2

Index

Detail viewContacts page 4-1 to 4-5Groups page 5-1historical information 1-4Mail Archive page 6-1overview 1-4Requests page 3-1

Duplicate Record option 1-5

Eemail

messages, see messagestemplates, see templates

exiting the application 1-4export function A-17

Ffeatures

global 1-4 to 1-7files

adding to associated list 3-10exporting 3-11Files tab functions 3-10formats for data export A-17

Find feature, using 1-7

Ggetting started 1-2global

content changes A-1features 1-4 to 1-7

groupssee also contactsadding 5-5adding or removing members 5-6caution for deleting 5-2, 5-8caution for deleting contacts 5-2duplicating 5-4finding 1-7, 5-7functions 5-2members see contactsmerging 5-4organizing 5-1sending messages to 5-3

Groups pageDetail view 5-1functions 5-1 to 5-8Group Functions section 5-2Group section 5-2icons 5-2List view 5-8Members section 5-2views 1-4

guest accountslanguage file A-3support A-2

Hhistorical information 1-4Home page

Admin tab A-11functions 2-1 to 2-9Mail Templates tab 2-5Overview tab 2-1

Iicons

calendar 1-6contacts 4-2, 4-6directional 1-5groups 5-2List view 3-12mail archive 6-2requests 3-2

Instant Web Publishing, see IWPinterface, customizing A-1 to A-18IWP

configuring 8-1creating work requests 8-3working with 8-1 to 8-4

Llanguage file, configuring accounts A-3line items

adding 3-7icons 3-4

List viewContacts page 4-6directional icons 1-5Groups page 5-8icons 3-12Mail Archive page 6-5navigation 1-5overview 1-4Requests page 3-11

listscomments 3-3contacts 4-6messages 6-5navigating 1-5

logging in 1-2

MMail Archive page

Detail view 6-1functions 6-1 to 6-6icons 6-2List view 6-5views 1-4

Index

Index-3

mail archivessee also messagesdisplayed information 6-2finding 1-7finding messages 6-4resending messages 6-3

Mail Templates tab 2-5members, groups see contactsmenus, context 1-5messages

see also mail archivesarchive information 6-2archives 6-1 to 6-6body text area 6-2caution for deleting 6-2, 6-6finding 6-4list of contacts 6-2listing 6-5previewing 2-9resending 6-3sending to contacts 4-3sending to groups 5-3working with 6-1

monitor resoution settings 1-2

Nnavigation 1-5New Record option 1-5note, explanation of vi

Oomitting results 1-7Overview tab

adding work requests 2-3description 2-1

Ppasswords

changing 1-3settings A-8

preferencesadministrative A-11backup A-14data A-14general 2-9Preferences tab 2-8settings 2-8

printing requests 3-6

Rrecords

deleting 1-6duplicating 1-5sorting 1-6working with 1-5

reportsadding 7-3caution for deleting 7-2definition information 7-2deleting all A-18generating 7-4listing 7-1working with 7-1 to 7-4

Reports pagefunctions 7-1 to 7-4views 1-4

Requests pageDetail tab 3-1Detail view 3-1Files tab 3-10functions 3-1 to 3-12isons 3-2List view 3-11views 1-4

requirements, system 1-2resolution settings 1-2

Ssaved finds, deleting all A-18saving changes 1-6searches

case-sensitivity 1-7deleting all A-18Find feature 1-7omitting results 1-7

Sort option 1-6starting the application 1-2symbols visystem

requirements 1-2tags 2-6, A-13

Ttags

Custom Tags tab 2-6, 2-9defining 2-9editing custom A-13System Tags tab 2-6

templatesaccess privileges 2-5adding 2-6creating 2-6Custom Tags tab 2-6, 2-9deleting 2-7deleting all A-18details 2-6editing 2-7List view 6-5Mail Templates tab 2-5notifications A-12System Tags tab 2-6working with 2-5 to 2-7

typographic conventions vi

Index-4

Index

Uuser accounts

access privileges A-5configuring A-5editing A-7new A-6passwords A-8privileges A-8working with A-13

user interface, customizing A-1 to A-18users, current profile 2-8

Vvalue lists

customization options A-11modifying A-12

viewsDetail, see Detail viewList, see List viewswitching between 1-5

Wwork requests

adding 2-3, 3-6adding associated files 3-10adding line items 3-7application information 2-4audit trail 3-5caution for deleting 3-2, 3-4, 3-12comment lists 3-3configuring IWP for 8-1contacts 4-3creating with IWP 8-3deleting 3-2, 3-4finding 1-7, 3-9line items 3-4listing information 3-12managing 3-1Overview tab functions 2-2participants 3-2previewing 3-5printing 3-6sending information about 3-5subject information 3-2viewing details 2-4

XXML data, exporting A-17