Case Related Workflow System Technical Design Documentation · UE - European Ombudsman - Phase 2 -...

ACS Consortium ITS08-L05-1-PE-ITEC-DIRES-CRC-OMB-CS001 __________________________________________________________________________________________

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UE - European Ombudsman - Phase 2 - Technical Design Documentation v1.0.docx of 57

Case Related Workflow System

Technical Design Documentation

OUT2014-00372408-07-2014Public INT


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DOCUMENT HISTORY

Version Release Date

Author Description

0.1 04/24/2013 Vincent Visdeloup Initialization of the document.

1.0 28/06/2013 Vincent Visdeloup

REVIEWS

Version Release Date

Name Position


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TABLE OF CONTENTS

1 Document Summary ...................................................................................................................7

1.1 The project: Scope, Goals and Stakes ................................................................................. 7

1.2 Document Purpose .............................................................................................................. 7

1.3 Intended Audience .............................................................................................................. 7

1.4 Key Technical Decisions ..................................................................................................... 8

1.5 Assumptions and Dependencies ......................................................................................... 8

1.6 Reference and applicable documents .................................................................................. 8

1.6.1 Reference documents ............................................................................................. 8

1.6.2 Applicable documents ............................................................................................. 9

1.7 Abbreviations and Acronyms ............................................................................................... 9

2 Architecture overview ............................................................................................................... 10

2.1 Applicative Architecture ..................................................................................................... 10

2.2 Technical Architecture ....................................................................................................... 10

2.2.1 Notes .................................................................................................................... 11

3 CRM Entity Components .......................................................................................................... 12

3.1 Entity Diagram .................................................................................................................. 12

3.2 Case ................................................................................................................................. 13

3.2.1 Form Extensions ................................................................................................... 13

3.2.2 Form JavaScript ................................................................................................... 13

3.2.3 Relationships ........................................................................................................ 13

3.2.4 Processes ............................................................................................................. 13

3.2.5 Plug-ins ................................................................................................................ 14

3.3 Case Activity ..................................................................................................................... 16

3.3.1 Form Extensions ................................................................................................... 16

3.3.2 Form JavaScript ................................................................................................... 16

3.3.3 Relationships ........................................................................................................ 19

3.3.4 Processes ............................................................................................................. 19

3.3.5 Plug-ins ................................................................................................................ 20

3.4 Settlement ......................................................................................................................... 20

3.4.1 Form Extensions ................................................................................................... 20

3.4.2 Form JavaScript ................................................................................................... 20

3.4.3 Relationships ........................................................................................................ 20

3.4.4 Processes ............................................................................................................. 20

3.4.5 Plug-ins ................................................................................................................ 20

3.5 Automatic Number............................................................................................................. 20

3.5.1 Automatic Number Form ....................................................................................... 20

3.5.2 Form Extensions ................................................................................................... 21

3.5.3 Form JavaScript ................................................................................................... 21

3.5.4 Relationships ........................................................................................................ 21


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3.5.5 Processes ............................................................................................................. 21

3.5.6 Plug-ins ................................................................................................................ 21

3.6 Parameters ....................................................................................................................... 21

3.6.1 Automatic Number Form ....................................................................................... 21

3.6.2 Form Extensions ................................................................................................... 21

3.6.3 Form JavaScript ................................................................................................... 21

3.6.4 Relationships ........................................................................................................ 21

3.6.5 Processes ............................................................................................................. 21

3.6.6 Plug-ins ................................................................................................................ 21

4 CRM Navigation ....................................................................................................................... 22

4.1 Solution SiteMapEditor ...................................................................................................... 22

4.2 Solution RibbonWorkbench ............................................................................................... 23

5 Document Management............................................................................................................ 25

5.1 SharePoint storage ............................................................................................................ 25

5.2 Storage of documents and SharePoint Site structure ......................................................... 26

5.3 Metadata Synchronization between Dynamics CRM records and SharePoint documents ... 28

5.4 Security and permissions .................................................................................................. 30

5.4.1 Default permissions .............................................................................................. 30

5.4.2 Permissions Synchronization service .................................................................... 30

6 Data Migration .......................................................................................................................... 32

6.1 Data Migration Process ..................................................................................................... 32

6.1.1 Data Migration Planning ........................................................................................ 32

6.1.2 Data Analysis and Data Preparation: ..................................................................... 32

6.1.3 Data Migration ...................................................................................................... 32

6.1.4 Go Live ................................................................................................................. 34

6.1.5 Post migration activities ........................................................................................ 34

6.2 Eurombase: Structured data .............................................................................................. 34

6.3 Digital_Archive: Unstructured data ..................................................................................... 35

6.3.1 Data Analysis and Data Preparation ...................................................................... 35

6.3.2 Data Migration Planning ........................................................................................ 35

7 Appendixes .............................................................................................................................. 38

7.1 Digital Archive Export ........................................................................................................ 38

7.2 Eurombase Data Mapping ................................................................................................. 38

7.3 Data Import Wizard Steps.................................................................................................. 38

7.4 General Wizard Data Import Process ................................................................................. 43

7.4.1 Getting the Data Import Template ......................................................................... 43

7.4.2 Filling data using Excel ......................................................................................... 43

7.4.3 Data Import Wizard and Lookup Resolution .......................................................... 43

7.4.4 Importing Data ...................................................................................................... 44

7.5 Saving Import Settings in a Data Map ................................................................................ 47


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7.6 Updating data using the Data Import Wizard ...................................................................... 47

7.6.1 Data Import Wizard Troubleshooting ..................................................................... 48

7.6.2 A duplicate lookup reference was found ................................................................ 48

7.7 Importing N:N Relationships .............................................................................................. 48

7.7.1 Setting Up a Tool to Import N:N Relationships on a Target Environment ............... 48

7.7.2 Installing the NtoNImportExport Solution on a Target Environment ........................ 49

7.7.3 Using the NtoNImportExport Tool to Import N:N Relationships .............................. 50

7.7.4 Example: Importing Case/Keyword Relationships based on the Case Number and Keyword Name ......................................................................................................................... 50

7.7.5 After you have imported all you N:N relationship data............................................ 51

7.7.6 N:N Import Tool Troubleshooting .......................................................................... 51

7.7.7 EO Data Import Tutorials ...................................................................................... 52

7.7.8 User Import ........................................................................................................... 52

7.7.9 Account Import ..................................................................................................... 53

7.7.10 Contact Import ................................................................................................. 53

7.7.11 Case Import ..................................................................................................... 55

7.8 File Examples ................................................................................................................... 57

7.8.1 Users .................................................................................................................... 57

7.8.2 Accounts .............................................................................................................. 57

7.8.3 Contacts ............................................................................................................... 57

7.8.4 Cases ................................................................................................................... 57

7.8.5 Keyword-Case N:N ............................................................................................... 57


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TABLE OF FIGURES

Figure 1: Applicative architecture ...................................................................................................... 10

Figure 2: Technical Architecture ........................................................................................................ 11

Figure 3: Entity Diagram ................................................................................................................... 12

Figure 4: Case form extensions ......................................................................................................... 13

Figure 5: Document locations ............................................................................................................ 15

Figure 6: Documents section ............................................................................................................. 15

Figure 7: SharePoint logical storage .................................................................................................. 25

Figure 8 : Site provisioning process ................................................................................................... 26

Figure 9 : Hierarchical structure ........................................................................................................ 27

Figure 10: SharePoint Document Storage and associated Dynamics CRM records ........................... 27

Figure 11: Document Type Management ........................................................................................... 28

Figure 12: Metadata on a SharePoint document ................................................................................ 29

Figure 13: Data Migration Process .................................................................................................... 32

Figure 14: Import Data Wizard screenshots ....................................................................................... 34

Figure 15: Eurombase ACTIONS tab ................................................................................................ 36


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1 DOCUMENT SUMMARY

1.1 THE PROJECT: SCOPE, GOALS AND STAKES

The European Ombudsman (EO) is an independent and impartial body that investigates complaints about maladministration in EU institutions, bodies, offices, and agencies. Complaints may be submitted by EU citizens or any natural or legal person resident in the EU. The EO also conducts inquiries on his own initiative. The EO cannot investigate political or purely judicial matters, but limits his review to administrative issues. He nevertheless does so in a dynamic manner, applying a standard of review that often extends beyond a purely legalistic assessment of the case in question.

The EO's current Complaint (or Case) Management System is Eurombase, an in-house system based on MS Access coupled with a File Share system used to store all the related documentation. A third tool, SUPERVISEO, allows the EO to follow the main complaints’ stages.

The non-complaint activities are managed in Rodeo, an in-house document management system with assignment and workflow features.

The Scope of the project is to replace the current Case Management system (Eurombase + File Share + SUPERVISEO) by the association of two software products: MS Dynamics CRM 2011 and MS SharePoint 2010.

The project goals are:

To increase and improve the digitalisation of the current management,

To provide the basis for the widest possible in-depth reporting on the EO's case management (business intelligence), for tracking of the cases, and for enhancing the quality and timeliness of the objective statistical data currently produced through the existing tools.

To further embed, and enhance the conditions for, the EO's case handler centric case management.

To maximise the capacity of the EO, which has its own IT staff for IT management as well as development, to independently and autonomously further develop and exploit the case management system.

1.2 DOCUMENT PURPOSE

This document covers the technical design for the Case Related Workflow System project as required for the EO’s Dynamics CRM implementation.

The document is broken down into the following chapters:

Technical Architecture overview

CRM Entities Components and Plug-Ins

Document Management

Data Migration

Note 1: within this document we will use the term Architecture. It concerns exclusively the Software Architecture.

Note 2: All the mock-up screens present in this document are there for information purpose. The layout of those screens can change over time during the build phase.

1.3 INTENDED AUDIENCE

The intended audience of this document:

Implementation team members (designers and developers)

EO’s IT representatives (who will sign off on this document.)

Stakeholders of the projects in which this application is involved


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1.4 KEY TECHNICAL DECISIONS

General constraints

Custom development needs to be minimized and even better avoided.

Custom development will be done using C# coding techniques.

Constraints defined by the SharePoint 2013 platform.

Microsoft SharePoint 2013 Standard will be used as Production Platform.

Web-based, must run on Internet Explorer 8 or higher

Internal Users will authenticate using Windows Authentication.

1.5 ASSUMPTIONS AND DEPENDENCIES

Standard Dynamics CRM import objects and process will be reused when possible. Microsoft Dynamics CRM 2011 provides a number of tools for importing data: Bulk Import Wizard and Microsoft CRM SDK.

The migration solution will use the data migration CRM user’s credentials to Authenticate against the Dynamics CRM implementation.

1.6 REFERENCE AND APPLICABLE DOCUMENTS

1.6.1 REFERENCE DOCUMENTS

Ref. Title Description Version Date

R01 Statement of Work Study Request V1 08/11/2012

R02 Diagram path Diagram 16/10/2012

R03 01 -STAGE 1 - Reception EO IDENTIFICATION

Diagram 03/08/2012

R04 02 -STAGE 2 - REGISTRATION Diagram 17/10/2012

R05 03 -STAGE 3 & 4 - Directors + HR ASSIGNMENT & AR Merge

Diagram 18/10/2012

R06 05a -STAGE 5 - APPROVAL & SIGNATURE CIRCUIT

Diagram 18/10/2012

R07 05b -STAGE 5 - APPROVAL & SIGNATURE CIRCUIT

Diagram 18/10/2012

R08 06 -STAGE 6 - REGISTRATION OUTGOING

Diagram 18/10/2012

R09 Approval & signature circuit Approval matrix 9/04/2013

R10 8.0 - Sending procedures to institutions 06.2012

Procedure 28/06/2012

R11 SUPERVISEO PLUS - PB090413 Related written specifications 9/04/2013

R12 Keywords List of keywords per category 1/05/2013

R13 Meta data and their organisation in CRM - version sent BG 09.04.2013.doc

Metadata on cases and contacts

9/04/2013

R14 Functional Design Documentation V1.0

R15 EO Entities and Fields.xlsx

Table 1: Reference documents


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1.6.2 APPLICABLE DOCUMENTS

Ref. Title Description Version Date

A01 ITS08 - Lot5-01 Framework Contract V1 26/10/2009

A02 Annex II to ITS 08 Service Requirements V1 26/10/2009

A03 Appendix SLA to Annex II to ITS 08 Service Level Agreement V1 26/10/2009

A04 Amendment N°3 to Framework Contract ITS08 - Lot 5-1

FY12 Indexed rate cards V1 15/10/2012

Table 2 - Applicable documents

1.7 ABBREVIATIONS AND ACRONYMS

Abbreviation Meaning

CAB EO’s Cabinet

CMS Case Management System

CFR Critical & further remarks

CH Case Handler (Registry)

DIR Director

DR Draft recommendation

EI European Institution

EO European ombudsman

FI Further Inquiry

FS Friendly solution

HCIU Head of complaint & inquiry unit

HR Head of Registry

Case Handler Legal officer

OII Own initiative inquiry

SG Secretary general

TP Telephone Procedure Inquiry

Table 3: Abbreviations and acronyms

The following link provides a glossary of terms and definitions that applies to Microsoft Dynamics CRM 2011:

http://msdn.microsoft.com/en-us/library/gg309295.aspx

http://msdn.microsoft.com/en-us/library/gg309295.aspx


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2 ARCHITECTURE OVERVIEW

2.1 APPLICATIVE ARCHITECTURE

The target applicative architecture covers all the business requirements divided into 2 main functional domains: the Case Management and the Electronic Document Management.

Figure 1: Applicative architecture

The solution is built upon the two following Microsoft products:

Dynamics CRM 2011 for the Case Management;

SharePoint Server 2013 for the Electronic Data Management.

Most Dynamics CRM solutions benefit from SharePoint to provide a point of entry as well as document management. In the case of the EO case management system, SharePoint will be used as the repository of documents keeping Dynamics CRM as the main entry point of the solution.

Microsoft Dynamics CRM 2011 List Component for SharePoint is in charge of making the bridge between SharePoint document libraries and Dynamics CRM records. Entities for which document management feature is activated get benefits of the integration of SharePoint into Dynamics CRM.

Documents stored on SharePoint are available to users in a format that has the look and feel of Dynamics CRM. They can be attached to multiple locations except if automatic folders is expected.

2.2 TECHNICAL ARCHITECTURE

Three types components will be developed to achieve certain goals that cannot be handle with the products out-of the-box.

On the Dynamics CRM side, plug-ins will be developed to extend the original behavior of Microsoft Dynamics CRM.


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On the SharePoint side, we will develop a core Content Type and an Event Handler to synchronize metadata between cases in Dynamics CRM and their linked documents stored in SharePoint, both packaged in SharePoint features.

Two Web Services to make the bridge between the two products: o Metadata synchronization o Security Management

Figure 2: Technical Architecture

2.2.1 NOTES

1 It is not possible to launch a SharePoint workflow on a document from the standard Dynamics CRM interface. This is realized by going to the SharePoint document library where the document is stored and launching one of the configured workflows.

2 The Configuration of the Search Centre is out-of-scope.


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3 CRM ENTITY COMPONENTS

Microsoft Dynamics CRM is a highly customizable packaged solution that offers a various way of extending the (out-of-the-box) functionality and capabilities.

This section describes the details for functionality that is dependent on custom development. Custom workflows, JavaScript, plug-ins, xml, and other custom design elements that cannot be met without custom code will be explained in these sections.

3.1 ENTITY DIAGRAM

The solution for basic Case management includes the main entities Account, Contact, Case, and Activity. Those entities are structured as described in the following diagram.

Figure 3: Entity Diagram

Entity Description Custom

Case Complaint No

Contact Individual person (Natural person) No

Account Organization (Legal person such as an institution or a company, …) No

User Standard entity customized to add languages spoken by CH No

Activity Activities are actions that a user plans to take and performs. Yes

Country List of countries. Yes

Keyword Keywords (in relation with cases) Yes

Settlement Reason for closing the case Yes

AutomaticNumber Technical entity used to store counters with a specific pattern for entities Yes

Parameter Key-value pairs containing the parameters of the solution Yes

Table 4: Entities


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3.2 CASE

The Case entity is the core entity of the solution. We will manage five types of cases:

OMC

Within the mandate but inadmissible complaints

Admissible no grounds cases

Inquiry

Query

3.2.1 FORM EXTENSIONS

Additional tabs will be added to the Case form:

Registry information: this section will contain all fields that must be filled in by the Registry.

Comments: This section contains the Comments and Summary fields of the Eurombase

Figure 4: Case form extensions

See tab sections of the Case entity in [R14] Functional Design documentation.

3.2.2 FORM JAVASCRIPT

No JavaScript customizations for this entity.

3.2.3 RELATIONSHIPS

Relationships determine how the entity relates to the other entities.

Many-to-one (N:1) Relationships

From To Schema Name

contact.contactid incident.customerid Incident_customer_contacts (Complainant)

contact.contactid incident.customerid Incident_contact_RepresentedBy (Represented by)

account.accountid incident.customerid Incident_customer_accounts (Complainant)

account.accountid incident.customerid Incident_Account_RepresentedBy (Represented by)

3.2.4 PROCESSES

The following table lists the workflows associated with the Case entity:


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Name Category Trigger Description

Assignment Task

Workflow Occurs when a Registry team member will change the Status of the complaint from Recorded to To be assigned.

The Status Reason (StatusCode) changes from Recorded to To be assigned.

A Task activity will be created in the system for the Assignment team asking it to dispatch the case to a CH or a Case Handler.

3.2.5 PLUG-INS

A plug-in is custom business logic that is integrated with Microsoft Dynamics CRM 2011 to modify or augment the standard behaviour of the platform. Plug-ins are event handlers, they are registered to execute in response to a particular event being fired by the platform.

In Dynamics CRM, a plug-in is a compiled computer program (with a .dll extension)

In the context of the project, two events must be enhanced on the Case entity:

1. On its creation of a case in the system with the provisioning of the SharePoint repository.

2. On its assignment to a Case Handler by the Assignment team.

Pre Validation Plug-in Design

This plug-in ensures that an incremental Case Reference Number will be recorded when a new case will be created. The Case Reference Number (TicketNumber) field of the Case (Incident) entity must be populated automatically following the pattern: "YYYY+4digits" (Ex: 2013-0001). The year will be the one of the Creation Date field. The 4 digits will come from the Counter field of the record related to the Case entity stored in the Automatic Number entity.

During the process, a lock will be applied on the Automatic Number record to ensure the unicity on the concerned field. See the Automatic Number entity for setting the pattern and the starting number.

Note: All other official and formally registered correspondence on a Case file (which goes into the 'Archive' in SharePoint) will carry this Case Reference Number.

Message Create

Entity Incident

Name EuropeanOmbudsman.EDM.Plugins.PreCaseCreate

Description The TicketNumber value will be set to the next value of the sequence following the pattern YYYY-0000.

Step Mode: Synchronous

Stage: PreOutsideTransaction

SupportedDeployment: ServerOnly

Post Creation Plug-in Design

This plug-in is in charge of creating the repository of documents using the custom web service. This will be done in two steps:

1 Creation of two folders in two different SharePoint sites of the Digital Archives

2 Creation of 2 Document locations pointing to the folders created in step 1, namely: Working Area and Archives.


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Figure 5: Document locations

Figure 6: Documents section

At this stage, the permissions are not yet managed since the folder will inherit permissions of the document libraries containing all related documents. The Documents section will be then available to end-users.

Message Create

Entity Incident

Name EuropeanOmbudsman.EDM.Plugins.PostCaseCreate

Description SharePoint folders and two new document locations pointing to them will be created. The document locations will be associated to the current Case entity.


Stage: PostOutsideTransaction


Post Assignment Plug-in Design

This plug-in is responsible for performing actions that occur when the Owner of a case is changed from Assignment team to another user:

The Status of the case is updated from To be assigned to Assigned

The Assignment Date (Date Assigned field) is set automatically to the current date/time

The Case Handler will have access to the Documents section, meaning that the Contribute permissions will be positioned to the SharePoint folder linked to the Working Area document location.

A first Task activity assigned to the Case Handler is created to inform him that the AR will be sent within three calendar days. The title of this generated activity will be “AR will be sent”.

The second Task activity is created regarding the current Case and assigned to the Registry team to produce the Acknowledgement of Receipt.

The activity ("Please assign the case") is closed automatically.

At this stage, the permissions are not yet managed since the folder will inherit permissions of the document libraries containing all related documents. The Documents section will be then available to end-users.

Message Assign

Entity Incident

Name EuropeanOmbudsman.EDM.Plugins.PostCaseAssign


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Description Updates Case fields (Status, Date Assignment), creates two tasks and set permissions on Working Area folder.


Stage: PostOutsideTransaction


Plug-ins Requirements Specifications

Users should have access to the Microsoft Dynamics CRM 2011

Users should have (Create, Read, Write, Delete, Assign) access to the Case entity

Users should have access to the entities related to the Case entity

In case of reassignment, permissions on Document Locations must be changed manually the Registry.

Plug-ins Exception Management

Sandboxed plug-ins should use standard tracing (on development environment only).

For plug-ins not registered in the sandbox, exception messages (System.Exception.Message) will be displayed in the Microsoft Dynamics CRM 2011 Web application user interface. They will be also written to the Application event log on the server that runs the plug-in. The event log can be viewed by using the Event Viewer administrative tool.

3.3 CASE ACTIVITY

In Microsoft Dynamics CRM, an Activity is a generic term that is used to describe business interactions, such as phone calls, tasks, and email messages. The Case Activity is a custom entity developed for the solution.


No form extensions will be developed for the entity.


The Generic Case Activity form contains cascading drop-down lists.

Type of case Type of action

Development of Web Resources is required to implement these relationships.

function PicklistOneOnchange() {

var picklistOneName = "eo_document_category"; //name of the first picklist

var picklistTwoName = "eo_action"; //name of the picklist with dynamic values

var picklistOne = Xrm.Page.getControl(picklistOneName);

var picklistOneAttribute = picklistOne.getAttribute();

var picklistTwo = Xrm.Page.getControl(picklistTwoName);

var picklistTwoAttribute = picklistTwo.getAttribute();

var picklistOneSelectedOption = picklistOneAttribute.getSelectedOption();

var picklistOneSelectedText = "";

if (picklistOneSelectedOption != null)

{

picklistOneSelectedText = picklistOneSelectedOption.text;

}

//This "if" statement stores the original values from the dynamic picklist.

//Very important if the user hasn't made a selection on the first picklist or if the

selection changes

if (picklistTwo.flag == true)

{

picklistTwo.clearOptions();

var origOptions = picklistTwo.originalPicklistValues;


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for (var i = origOptions.length - 1; i >= 0; i--)

{

if(origOptions[i].text != "")

{

picklistTwo.addOption(origOptions[i]);

}

}

}

else

{

picklistTwo.originalPicklistValues = picklistTwoAttribute.getOptions();

picklistTwo.flag = true;

}

if (picklistOneSelectedText != null && picklistOneSelectedText != "")

{

var picklistTwoOptions = picklistTwoAttribute.getOptions();

for (var i = picklistTwoOptions.length - 1; i >= 0; i--) {

if (picklistTwoOptions[i].value != null && picklistTwoOptions[i].value != "") {

var optionText = picklistTwoOptions[i].text;

var optionValue = picklistTwoOptions[i].value;

//BEGIN: If the picklist is set to HMO

if(picklistOneSelectedText == "Outside the mandate complaint")

{

//Remove these values

if (optionText=="decision simple" ||

optionText=="decision full" ||

optionText=="consultation open" ||

optionText=="consultation close" ||

optionText=="decision open" ||

optionText=="obs request" ||

optionText=="decision close" ||

optionText=="ext deadline" ||

optionText=="reminder letter" ||

optionText=="holding letter" ||

optionText=="FI" ||

optionText=="inspection open" ||

optionText=="inspection close" ||

optionText=="follow-up" ||

optionText=="testimony open" ||

optionText=="testimony close" ||

optionText=="FS" ||

optionText=="DR" ||

optionText=="suggestions" ||

optionText=="SR")

{

picklistTwo.removeOption(optionValue);

}

}

if(picklistOneSelectedText == "Within the mandate but inadmissible complaint")

{


if (optionText=="decision simple" ||










optionText=="FI" ||






optionText=="FS" ||

optionText=="DR" ||


optionText=="SR")

{


}


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}

if(picklistOneSelectedText == "Admissible no grounds")

{


if (optionText == "decision" ||







optionText=="FI" ||






optionText=="FS" ||

optionText=="DR" ||


optionText=="SR")

{


}

}

if(picklistOneSelectedText == "Clarificatory inquiry")

{



optionText=="review" ||

optionText=="decision simple" ||




optionText=="FI" ||






optionText=="FS" ||

optionText=="DR" ||


optionText=="SR")

{


}

}

if(picklistOneSelectedText == "Telephone inquiry")

{








optionText=="FS" ||

optionText=="DR" ||


optionText=="SR")

{


}

}

if(picklistOneSelectedText == "Inspection inquiry")

{







optionText=="FS" ||


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optionText=="DR" ||


optionText=="SR")

{


}

}

if(picklistOneSelectedText == "Normal (full) inquiry")

{



optionText=="review"||


optionText=="decision full")

{


}

}

if(picklistOneSelectedText == "Own initiative inquiry")

{





optionText=="decision full")

{


}

}

if(picklistOneSelectedText == "Query")

{










optionText=="FS" )

{


}

} //END: POS Selection

}

}

}

}

3.3.3 RELATIONSHIPS

Standard relationships are kept.

3.3.4 PROCESSES

The following table lists the workflows associated with the Case entity:

Name Category Trigger Description

Closing Task in Approval Circuit

Workflow Occurs when the Status Reason (StatusCode) of a Case Activity is set by the owner within the approval circuit and the activity is marked as complete.

A new Case Activity activity will

be created in the system and assigned to the Case Handler (Owner field) to inform him/her that the approver provided an answer to his/her approval request.

Closing Task assigned to Registry team in

Workflow Occurs when a Case Activity assigned to the Registry Team (Contains test) is marked as complete if the Case Type is an Inquiry and the Document Type is a

The Friendly Solution field is set to TRUE and the Date Friendly Solution field is set to the current


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Approval Circuit #1

Friendly Solution.

date.

Closing Task assigned to Registry team in Approval Circuit #1

Workflow Occurs when a Case Activity assigned to the Registry Team (Contains test) is marked as complete if the Case Type is an Inquiry and the Document Type is a Draft Recommendation.

The Draft Recommendation field is set to TRUE and the Date Draft Recommendation field is set to the current date.

3.3.5 PLUG-INS

No plug-in will be developed on this entity in the context of the project.

3.4 SETTLEMENT

This Settlement entity represent the reasons for closing a case.





3.4.3 RELATIONSHIPS

Relationships determine how the entity relates to the other entities.

One-to-Many (1:N) Relationships

From To Schema Name

Incident.incidentid settlement.settlementid Settlement_Incident

3.4.4 PROCESSES

No custom processes on this entity.

3.4.5 PLUG-INS


3.5 AUTOMATIC NUMBER

This entity contains the field of the entities that will store the various number sequences. The display format will be the year concatenated with a 4-digit incremental number (Ex: 2013-0001).

3.5.1 AUTOMATIC NUMBER FORM

Display Name Adv. Find Name Schema Name Type Description

Entity * Entity * eo_entity String System entity name (Case is incident) where we want to set an incremental number.

Field * Field * eo_field String System field name (Case Number is TicketNumber) where we want to set an incremental number.

Value * Value eo_value Number Default value is 0

Lock * Lock eo_lock Number Indicates if a lock is present on the record (0 = false; 1 = true)


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3.5.4 RELATIONSHIPS

No relationships with satellite entities.

3.5.5 PROCESSES


3.5.6 PLUG-INS


3.6 PARAMETERS

This entity contains the parameters of the application, namely key-value pairs that will be used by the code to distinct environments (Development, System Integration Test, User Acceptance Testing and Production).

3.6.1 AUTOMATIC NUMBER FORM

Display Name Adv. Find Name Schema Name Type Description

Key * Key eo_key String

Value * Value eo_value String





3.6.4 RELATIONSHIPS

No relationships with satellite entities.

3.6.5 PROCESSES


3.6.6 PLUG-INS



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4 CRM NAVIGATION

4.1 SOLUTION SITEMAPEDITOR

Settings menu is only available to users who can delete “Businessunit” entity in their security roles.


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4.2 SOLUTION RIBBONWORKBENCH

Only users who can delete cases at Organization level will be able to resolve,cancel and reopen the cases. We used the Solution RibbonWorkbench solution to customize the ribbon of the Case entity.

Update commands


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Creation of a display rule


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5 DOCUMENT MANAGEMENT

Dynamics CRM has long included the ability to attach documents to records. However, it is not a very good solution for document management. Document versions cannot be maintained, documents cannot be searched, and it takes a lot of manual effort to users to find exactly documents they are looking for. Integrating Dynamics CRM 2011 with SharePoint improves document management. Integration works with SharePoint 2007, SharePoint 2010 or SharePoint 2013.

As stated in the Data Model section of the Functional Design documentation [R14], the Document Management feature in Dynamics CRM 2011 will be activated only on the three following entities: Accounts, Contacts and Cases.

In this section, we will detail the development associated with the document management in the solution, namely:

SharePoint storage

SharePoint site structure

Metadata synchronization

Web Services (metadata synchronization and permission)

5.1 SHAREPOINT STORAGE

Backup and recovery mechanisms must be in place in order to guarantee the recoverability of the data in any circumstance that could result in loss or corruption of data, keeping in mind that the cost of maintaining data should not exceed its value to the EO.

Also, in terms of isolation and data volume, several SharePoint site collections must be created to ensure that the data manipulated by users can be properly saved and restored if necessary as soon as possible.

Figure 7: SharePoint logical storage

Hence a unique site collection Complainants will be created manually at the beginning of the project to store all documents related to Contacts and Accounts. Then a collection of sites per year and location (Working Area or Archives) will also be provisioned to store Case documents. Each site collection has its own database to ease the backup and restore operations.

Every year, the Operations team will have to create new site collections to hold documents of new cases thanks to PowerShell scripts. It will also deal with permissions and the content type of document library mapped to the Case entity.


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NB: Inactive data must be archived or moved to cheaper storage. Moreover, the Operations team will have to archive databases older than 10 years. These processes dealing with conservation and consumption should be automatically managed and they are not in the scope of the current project

A PowerShell script will be written to provision the site collections for the case documents of a given year.

This script will take as parameters two csv files dealing with the databases configuration and the different locations (Working Area and Archives) with the associated AD groups to be added to the SharePoint Members groups

The last step of the script is in charge of provisioning the sites and creating a new document library (Cases) to hold the complaint documents. The following steps will be performed manually:

Upload and activate the List Component for SharePoint WSP to the site collection (Working Area or Archives).

Create a Dynamics CRM SharePoint Site record linked to the SharePoint site collection – the absolute URL of the site will be used.

Note: the Document locations of the case (Working Area and Archives) will be provisioned once a new case is created by the Post Creation plug-in (see section 3.2.5)

The figure beneath presents the provisioning process of the site collections.

The script will take the following additional parameters:

Web Application

Year

SQL Instance

Farm administrator

The database configuration file will contain the following parameters:

SQL Administrator account

Path to the MDF files

Initial size of the MDF file in MB

Maximum size of the MDF file in

Auto growth of the MDF file (in KB or %)

Path to the LDF files

Initial size of the LDF file in MB

Maximum size of the LDF file in

Auto growth of the LDF file (in KB or %)

5.2 STORAGE OF DOCUMENTS AND SHAREPOINT SITE STRUCTURE

As said earlier, the document repository will rely on a structure that will be based on SharePoint site collections. Within every top-level site of the site collections, document libraries holding the documents within a folder structure will be created.

Documents of records based on the same entity will be stored in a document library holding the name of this base entity: Accounts, Contacts or Cases.

Contacts and Accounts documents will be stored in a dedicated site collection called Complainants. Document storage will follow the standard rules, that is to say: all documents of any given record will be:

stored in a document library that has the same name as the entity (Ex: Contacts)

Figure 8 : Site provisioning process


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dispatched in folders named with the name of the record (Ex: John Smith)

Case documents of a given year will be associated to two SharePoint site collections stored in a dedicated SQL Server database.

Inside the document libraries, a folder named with the identifier of the record will contain all documents. Those document libraries will have versioning settings and content type settings activated.

For instance. Only cases do not follow this rule because the document locations are set programmatically making sure that documents will be stored in a folder that will be named with the TicketNumber of the case.

Associating a SharePoint location to a Dynamics CRM record

Figure 10: SharePoint Document Storage and associated Dynamics CRM records

A SharePoint Site record will point to the default site collection of the web application. This SharePoint site will be used to store Complainant documents and it will be used to build the URL to the Working Area and the Archives site collections.

SharePoint Site for Complainant documents: http://server/

SharePoint Site for Case documents: http://server/<ManagedPath>/<Year>/

<ManagedPath> : WorkingArea | Archives

<Year> : 4-digit number for the title of the site

Every record in Dynamics CRM that requires document management feature needs to be associated with a SharePoint document location. A document location maps to document libraries or folders. They are defined relative to a SharePoint document library record or a document location record.

Figure 9 : Hierarchical structure


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SharePoint Document Location (level 1 – Document library) : [SiteUrl]/<Entity>

<Entity> : Incident (Case) | Account | Contact SharePoint Document Location (level 2 - Folder): [SiteUrl]/<Entity>/<Case Number>

<Account Number>: Name of the Account

<Contact Number>: Fullname of the Contact

<Case Number> : YYYY-XXXX where YYYY is the year and XXXX is an auto incremented number

5.3 METADATA SYNCHRONIZATION BETWEEN DYNAMICS CRM RECORDS AND

SHAREPOINT DOCUMENTS

A site collection called Content Type Hub will host a generic content type with its metadata: EO Case Document. This content type will be published from that site to the site collections related to Case documents. A manual configuration of the Managed Metadata service application will be required to reference the address of the Content Type Hub.

Figure 11: Document Type Management

All documents related to cases will rely on this generic content type. A SharePoint feature containing the Content Type will be delivered and activated on the Content Type Hub for this purpose.

The content type and the site columns will belong to the ‘European Ombudsman’ group.

Feature Properties

Title European Ombudsman, Document Content Type v1.0

Scope Site level

Hidden False

Version 1.0.0.0

DefaultRessourceFile Core

Parent Document Type Document

Every document stored in the document management system is linked to a content type that includes mandatory or optional metadata. Some of them are automatically added such as the creation date or the person who uploaded the document.

Documents will be enriched automatically with the following metadata when uploading a file:

Case number

Case Type

Complainant

Represented by (Account or Contact)

Legal Officer (Owner)

Sensitivity (1 - Confidential, 2 – Public, 3 - Confidential EO)

Against (list of Institutions separated by a comma)


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Keywords 1 (list of words separated by a comma)




Language (Language of the last correspondence)

Figure 12: Metadata on a SharePoint document

Additionally, extra metadata will be specified by users manually such as the type of document and Nature of document or any information not present in the record stored in Dynamics CRM 2011.

Two SharePoint Event Handlers will be implemented. The first event handler is in charge of populating the metadata of the Case documents, the second one will rename the document. They both contain custom code attached to the Case document libraries to perform a specific action when a document is added and updated.

Feature Properties

Title European Ombudsman, Document Libraries Event Handlers v1.0

Scope Web level

Hidden True

Version 1.0.0.0

DefaultRessourceFile Core

Event Handler Properties

Name Document Submission Event Handler

Type ItemCreated (occurs after the form has been filled in by the user).

SequenceNumber 10010

Assembly EO.EDM.SharePoint

Class EO.EDM.SharePoint.EventHandlers.DocumentSubmissionEventReceiver

Targeted document library Cases (Incident)

The event handler (Document Submission Event Handler) is invoked when a document is added to the ‘Cases’ document library. A few metadata of documents will be populated on the fly. Dynamics CRM web services will be used to get the right information from a record to which the document is attached.

Note: The event handler will not use the SPSecurity.RunWithElevatedPrivileges method to execute the specified code with Full Control rights since the user has enough right (Contribute permission level at least).


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A WCF service will be called by the event handler to update the metadata on the document.

Web Service Properties

Name Metadata Synchronization Web Service

Web Method

SynchronizeMetadata

[Param] DocumentPath (Uri)

[Param] Case Number (String) - TicketNumber

Assembly EO.EDM.Services

Class EO.EDM.Services.ManageMetadataService

Event Handler Properties

Name Document Submission Event Handler

Type ItemUpdated (occurs after the type of document field has been updated in by the

user).

SequenceNumber 10010

Assembly EO.EDM.SharePoint

Class EO.EDM.SharePoint.EventHandlers.DocumentUpdatedEventReceiver

Targeted document library Cases (Incident)

Once the type of document metadata has been specified by the user, the document will be renamed automatically following the pattern: [Type of Document]_[Case Number]_[YYYYMMDD-HHMMSS].

Ex: Further Correspondence_2013-0002_20140103-160245.pdf

5.4 SECURITY AND PERMISSIONS

Dynamics CRM and SharePoint are two products that follow two different goals in mind and two distinct lifecycles. Although integration is realized thanks to the List Component for SharePoint, there is no link or any right synchronization between permissions in Dynamics CRM and the SharePoint ones.

User rights to the CRM record and the SharePoint site where documents are stored will have to be managed independently from one another. A way to implement right management in the solution is to base security on Active Directory groups and to implement a Permission Synchronization service.

5.4.1 DEFAULT PERMISSIONS

Location Full Control Contribute Read

Working Area Administrator, Registry team (AD group), Assignment Team (AD group)

European Ombudsman, SG, CAB, Directors, HCIU, Language Check, Head of Registry, Case Handler in charge of the case

Archives Administrator, Registry team (AD group), Assignment Team (AD group)

All users

5.4.2 PERMISSIONS SYNCHRONIZATION SERVICE

Permissions on Document Locations will be set at the Registration stage and completed at the Assignment stage when the Case Handler in charge of the case will be known. This step will be performed by the plug-in registered on the Case entity. The plug-in will call a web service that will be in charge of allowing the owner to the case to contribute on the folder containing all case documents.


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A WCF service will be called by the event handler to update the metadata on the document.

Web Service Properties

Name Permission Management Web Service

Web Method

AssignPermission

[Param] FolderPath (Uri)

[Param] CaseOwner (String) – AD user (Domain\loginname)

[Param] Case Number (String) - TicketNumber

Assembly EO.EDM.Services

Class EO.EDM.Services.ManagePermissionsService


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6 DATA MIGRATION

This section describes the migration of both the Eurombase data (Structured Data) and files stored in the Digital_Archive (Unstructured Data)

6.1 DATA MIGRATION PROCESS

The Data Migration Process is designed to demonstrate the parts of a migration project. Green tasks are performed by the EO IT Department.

Figure 13: Data Migration Process

6.1.1 DATA MIGRATION PLANNING

This step deals with developing a strategy, defining the scope and schedule and detailed execution plan. A communication will be conducted by the EO to its end-users in order to explain to them the objectives of the project, the migration process and share the migration planning.

6.1.2 DATA ANALYSIS AND DATA PREPARATION:

This phase allows the business to examine data with the intent of determining the following outcomes:

How much data the business has

What data the business wishes to migrate Then, the business will prepare any data as necessary for migration. This step deals with assessing and cleansing data. Only data approved by the EO as to be migrated will be transferred to the new platform. The EO will make data sample available to the project team for the Build phase and a complete set of data for the Test and Fixing phase.

6.1.3 DATA MIGRATION

To ensure a complete migration, we will analyse the data to be migrated in order to detect and notify the EO any illegal characters, user names, and other legacy elements that must be handled in order to migrate successfully into Dynamics CRM 2011 and SharePoint 2013. For all failed migration jobs, we will analyse root causes, fix bugs and re-execute the migration jobs (limited to 3 iterations/retries). The Migration Validation activity will check that data really migrated (copy of data) and that users can access their data. Migration dress rehearsal has to be approved as successful and complete by the EO before we start the final data migration in the production environment. We assume that the ACCEPTANCE environment is identical or similar to PRODUCTION environment.

In the Data Import Wizard, data must always be imported in a logical manner. For example, if you import Contacts that are linked to Countries, then the Countries must be imported first in the system so that the Contacts can point to them.


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Below the suggested data import order

In case you need to import two different types of entity records that have lookups pointing to each other, then the import process is little more complex.

For example, a Contact can be “represented by” an Account, and an Account can be “represented by” a Contact. In order to import those data and keep links between those records, the import process is a three steps process:

1. Import Accounts 2. Import Contacts (including links to existing Accounts) 3. Update Accounts in order to add links to Contacts that were not existing in the system at the

time the Accounts where imported

When using templates to import data, users must be careful by not importing two times the same file since it will most likely create duplicate records.

The Data Import Wizard cannot import N:N (many to many) relationships, such as the Keyword-Case relationship. In order to import N:N Relationships in the system, we will use the NtoNImportExport available in codeplex (cf appendixes).

Pre and post conditions for migrating entities.

Entity Pre-requisites Tool Default Owner

Post-actions

Countries Data Import Wizard Registry

Users Data Import Wizard Administrator

Teams Data Import Wizard Administrator

Accounts Data Import Wizard Registry

Contacts Data Import Wizard Registry

Cases AD accounts imported in Dynamics CRM 2011

Default AD account created for Case Handlers who left the EO.

Data Import Wizard Case Handler / default account

Run the

“SetPermissions

OnWorkingArea

Folders” executable

This program takes a csv file as an input with two columns: 1. NR


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Deactivate the plug-ins:

Pre create

Post Assign

2. Owner Activate the plug-ins:

Pre create

Post Assign

Keywords NtoNImportExport Registry

Settlements Data Import Wizard Registry

Case Activities Data Import Wizard Registry Run the

“ImportActivities” executable

6.1.4 GO LIVE

This step will make sure the final load of data into the solution. This phase allows a business to review and validate the success of the migration, approve the migration, and trigger communications to their users that their migration is complete and the solution is live and ready for use. During the migration, end-users will still have a read-only access to their documents.

6.1.5 POST MIGRATION ACTIVITIES

After the data has been migrated, defects or issues will be uncovered. EO resources of the EO IT team must be allocated to provide support during a post-implementation period to mitigate this risk.

6.2 EUROMBASE: STRUCTURED DATA

Microsoft Dynamics CRM includes a Web application tool called Import Data Wizard. This tool will be used to import data from legacy systems into Dynamics CRM. This requires input files that map the target data model. We will rely on a data map created for this purpose.

The Import Data Wizard will be used to import multiple files that contain record types that are related to each other, such as contacts (Complainants) with related cases. It is possible to compress multiple files of the same file type in a .zip file and then import the one .zip file.

Note: Only Microsoft Dynamics CRM users who have appropriate permissions can run data import.

Data records extracted from the Eurombase will be imported from 7 comma-separated values (.csv) in the following order:

1. Country 2. Contact 3. Account 4. Case 5. Keyword 6. Settlement 7. Activity

Figure 14: Import Data Wizard screenshots


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Note: Superviseo data is not in the perimeter since activity definition has been reviewed.

To implement data import, the following actions must be performed:

Create a comma-separated values (CSV) – sent by the EO to ACS

Associate an import file with a data map: every column in the source file must be mapped to an appropriate attribute. The data in the unmapped columns is not imported during the data import operation

Upload the content from a source file to the associated import file.

Parse the import file.

Transform the parsed data.

Upload the transformed data into the target Microsoft Dynamics CRM server. This step is performed by an asynchronous jobs that runs in the background. Each job must complete successfully before submitting a new request for the next asynchronous job.

Note: when importing data, the Pre Validation plug-in on cases in charge of setting the incremental Case Reference Number will be disabled. The Post Creation plug-in on cases in charge of creating the document locations will be activated so that Working Area and Archives folders will be provisioned at the same time in SharePoint. The permission on the Working Area SharePoint folder will be set by this second plug-in if the Owner of the case is specified in the import files.

DIGITAL_ARCHIVE: UNSTRUCTURED DATA

6.3.1 DATA ANALYSIS AND DATA PREPARATION

This step includes (but not be limited to):

Optimizing the data migration execution time, an inventory of unstructured data to be actually linked must be performed (« house cleaning »)

Archiving or moving large files that exceed the maximum file size limit of SharePoint for Shell (currently 100 MB)

OCRizing Legacy documents to be migrated in order to make their text content be indexed by the Search Engine

Exporting link to files to be imported to a csv file with the following metadata (if available): o Case number o Case Type o Complainant o Represented by (Account or Contact) o Legal Officer (Owner) o Sensitivity (1 - Confidential, 2 – Public, 3 - Confidential EO) o Against (list of Institutions separated by a comma) o Keywords 1 (list of words separated by a comma) o Keywords 2 (list of words separated by a comma) o Keywords 3 (list of words separated by a comma) o Keywords 4 (list of words separated by a comma) o Language (Language of the last correspondence)

Note: Only data approved by the EO as to be transferred in phase 2 will be linked to the SharePoint platform. The EO will have the responsibility of the rights management on the file share.

6.3.2 DATA MIGRATION PLANNING

This activity deals with executing the data migration performed in ACCEPTANCE environment.

The EO will provide an Excel sheet with the ACTIONS tab of the Eurombase as described in the Appendixes section (see 7.1). Each row is associated with a unique document – except for the Summary row that points to two documents.


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Figure 15: Eurombase ACTIONS tab

Legacy documents will remain in the Digital_Archive filer. To make them available via Dynamics CRM, “link to document” entries will be added to SharePoint document libraries.

According to the location of the document, the icon next to the document can change as shown below.

Table 5: Icons in Document Repository

All SharePoint sites and document locations on cases in Dynamics CRM will be provisioned as a prerequisite. Document locations will not be created by the script since it is achieved during migration of cases (role of the Post Creation plug-in on cases).

A Script will be implemented to create the entries in SharePoint. This script will take as input a csv file dealing with the list of files to be migrated (Working Area and Archives).


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Create folder under the Cases document library

of the right site

EurombaseFiles.csv

Create Link to Document and fi ll in metadata

Start

EndEOF ?

No

Yes

Read input file

Case folder exists?

No

Yes

Break role inheritance and set CH as a

Contributor

Create Activity for the case

The figure beneath presents the provisioning process of the site collections.

The script will take the following additional parameters:

Web Application

SQL Instance

Farm administrator

When a document will be uploaded, it will not be renamed. However, metadata will be populated from the Excel file columns.

For each row, a Case Activity will be created and attached to the case.

The Subject field in the case activity will contain the Description of the Eurombase Action.

The Description field of the case activity will contain a list of Links to document (NRPLCO and NRPLCOReply) pointing to the Digital Archives.

The Nature of Document metadata in SharePoint will also contain the Description of the Eurombase Action.

Case activities will be closed according to the following rules.

Open cases Outgoing mail (S)

If Due date is specified and Replied is set to No

Open Activity

Outgoing mail (S)

If Due date is specified and Replied is set to Yes

Close Activity

Incoming mails (E)

If Due date is specified and Replied is set to No

Close Activity

Closed cases NRPLCO is not empty Open Activity

NRPLCOReply is not empty Close Activity

NB: the perimeter of data migration is restricted to the published documents (Archives).


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7 APPENDIXES

7.1 DIGITAL ARCHIVE EXPORT

Source Description Example

File Path to the file on the Digital Archive

\\Digital_Archives\folder\Case.doc

Case number 2013-0001

Case Type Case Type among the 5 available in the target application.

OMC

Year Date of the case 2010

Complainant John Smith

Complainant Kind Account/Contact John Smith

Represented by Account/Contact

Legal Officer (Owner) John Smith

Sensitivity (1 - Confidential, 2 – Public, 3 - Confidential EO)

1

Against (Institution) Account/Contact

list of Institutions separated by a comma

Keywords 1 List of words separated by a comma




Language Language of the last correspondence

EN

7.2 EUROMBASE DATA MAPPING

See attached Excel file: EO Entities and Fields.xlsx [R15].

7.3 DATA IMPORT WIZARD STEPS

Data Import Wizard always first requires a file to upload. Based on the file uploaded, the Wizard will skip as many steps as possible automatically. One can go from one step to the other by clicking on Back and Next.


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Upload Data File

Start by selecting the file you want to upload

Review File Upload Summary

If prompted, review the File Upload Summary.

If you have uploaded a CSV file, you can expand the “Delimiter Settings” tab in order to:

Select the “Field delimiter”

Comma (,)

Colon (:)

Semicolon (;)

Tab character (\t)

Select the “Data delimiter”

Quotation mark (")

Single quotation mark (')

None

Specify if the first row contains columns headings


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Select Data Map

You can select a Data Map here if you had previously saved or imported one, in “Customized Data Maps”.

If unsure, simply click Next when “Default (Automatic Mapping)” is selected.

Map Record Types

Select the Entity corresponding to the kind of Records you are importing in that screen.


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Map Fields

Map all fields that have a Warning next to their name, starting by the Required Fields that are on top.

You can also select different lookup resolution options from that screen (more information on that in chapter 7.4.3 Data Import Wizard and Lookup Resolution)

Review Mapping Summary

You can go back to Step 4 by clicking on Edit.


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Review Settings and Import Data

Users can review the Duplicate Detection settings regarding the imported data.

If there are no Duplicate Detection Rules set up in the system, disregard that option.

Otherwise, records that match a Duplicate Detection Rule will not be imported.

An Owner for the records can also be selected if no other Owner has been specified otherwise inside the imported file.

A Data Map name can be specified in order to save the mapping settings and be used at a next import of a similar file.

Data Submitted for Import

When the file has finally been submitted for import, Users can click on the “imports” link in order to follow the import process and check imported and rejected lines.


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7.4 GENERAL WIZARD DATA IMPORT PROCESS

7.4.1 GETTING THE DATA IMPORT TEMPLATE

It is advised to import data with the same file format provided with the standard templates (.xml) provided by Avanade. In case you are missing a template for an entity, simply go to the entity in question, click on Import Data in the ribbon and on “Download Template for Import”.

For example, for Contacts:

7.4.2 FILLING DATA USING EXCEL

Once you have downloaded the template for import, open it with Excel.

Cells are pre-formatted in order to enforce data quality. For example, on Accounts, each field has an information box providing guidance to fill the information correctly so that Data Import does not fail for that line.

Option-Set fields are already populated with a dropdown list in order to select correct values already existing in the system.

7.4.3 DATA IMPORT WIZARD AND LOOKUP RESOLUTION

When importing data that points to other records, there are important rules to consider:

1. There must be one, and only one, corresponding record.

If a single record cannot be identified, then import of the line fails.

2. By default, the primary field of the entity is taken into account for the resolution. For Account, it is the field “Account Name” For Contact, it is the field “Full Name” (First Name Last name) For Case it is the field “Title” (which is equal to the field “Complaint Number”)


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In fact, the primary is the field displayed in the lookup field when pointing to a record

Note: by default, the Primary Key of the record (also known as GUID, a system specific unique ID of the record) can be used in order to identify related records. 3. The field used to identify the related record can be chosen to be different than the primary

field. In order to be more flexible and help with identifying unique records, the Import Wizard enables to specify different fields. For example, a Contact can be linked to an Account by either the Account Name or by the Account Number:

In both cases, there must be one and only record found by the system in order to create the record in the system and create a relationship between the two.

7.4.4 IMPORTING DATA

Once the Excel File is ready, user must click on the Import Data in the ribbon (it can be done anywhere in the CRM, no matter what kind of data is imported).


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The user then needs to browse for the saved file that needs to be imported in CRM.

Its format can be of the following types:

XML (Excel 2003) CSV TXT ZIP (containing one

or more files of the above mentioned types)

If the CRM does not find by itself how all fields are mapped in the system, a specific screen is displayed in order to map columns to the appropriate fields and values.

Note: the mapping options set here can then be saved, please refer to the following chapter: 7.5


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Saving Import Settings in a Data Map.

Once all mapping options have been set, simply click Next and then Submit the file for Import.


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7.5 SAVING IMPORT SETTINGS IN A DATA

MAP

If Import Settings are always the same (for example identifying Accounts using the Account Number and not the Account Name since it is not unique), those settings can be saved in a Data Map.

This Data Map can be created at the end of the import of the first file and can be imported and exported from any CRM environments.

At the next import, Data Maps can be reused so that the same mapping settings are used. In order to use a Data Map, simply use the Data Import Wizard as usual, upload your file, and then click on “Back” to go this screen, in order to select the appropriate Data Map:

Data Maps are stored in the following CRM location:

Settings / Data Management / Data Maps.

They can be imported and exported from here (it is in fact an XML File)

7.6 UPDATING DATA USING THE DATA IMPORT WIZARD

Data can be updated in a bulk manner. This is especially useful when one needs to make adjustments to a large amount of records.

In order to do so, the user first needs to identify the records requiring an update in a View (this can be done right from the Workplace or with the use of the Advanced Find).

When the user has isolated the data requiring an update in a view, the next step is to click on the Export to Excel button in the ribbon.


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In order to make the Excel file compatible for a Data Import, users must click on the “Make this data available for re-importing by including required column headings”.

Data can then be modified in Excel and imported back in the CRM thanks to the use of classic Data Import Wizard.

Data will then be updated accordingly to match the changes made in Excel.

7.6.1 DATA IMPORT WIZARD TROUBLESHOOTING

Lines that failed to import are described in the Import Source File record associated with the import.

7.6.2 A DUPLICATE LOOKUP REFERENCE WAS FOUND

This means that the line contained a lookup pointed to a record that could not be identified as unique in the system.

7.7 IMPORTING N:N RELATIONSHIPS

Since N:N Relationships cannot be imported through the Data Import Wizard, a third party tool is required.

7.7.1 SETTING UP A TOOL TO IMPORT N:N RELATIONSHIPS ON A TARGET

ENVIRONMENT

Downloading the Free Third-Party NtoNImportExport Solution

Get the solution here:

http://crm2011manytomany.codeplex.com/

In case the solution is not available anymore, here is a hard copy of the 1.0 version:

NtoNImportExport_1_0_managed.zip

http://crm2011manytomany.codeplex.com/


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7.7.2 INSTALLING THE NTONIMPORTEXPORT SOLUTION ON A TARGET

ENVIRONMENT

Connect to the Target CRM Environment with a System Administrator Security Role and then:

1. In the Web UI, go to Settings 2. Click on Solutions 3. Click on Import 4. Click on Browse and select the ZIP file containing the NtoNImportExport Solution 5. Click on Next

6. Review the Solution Information 7. Click on Next 8. If prompted, select

a. Overwrite customizations b. Activate any processes and enable any SDK message processing steps included in

the solution 9. Click on Next

10. The import process can take a few minutes 11. After the Solution is successfully imported, click on Close


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7.7.3 USING THE NTONIMPORTEXPORT TOOL TO IMPORT N:N RELATIONSHIPS

After the solution has been installed on the environment, refresh the CRM Home Page by pressing F5.

A new link has appeared in the site map: click on it.

Wait a few minutes for the list of entities to load.

7.7.4 EXAMPLE: IMPORTING CASE/KEYWORD RELATIONSHIPS BASED ON THE

CASE NUMBER AND KEYWORD NAME

1. Select the “Case” entity as the First Entity. 2. Select the eo_incident_eo_keyword relationship 3. Untick “Use Ids” if you do not want to use system GUIDs to match records 4. Select “Case Number” for Case and “Name” for Keyword

5. Click on the Export tab and click on Export 6. Save the CSV file.

This file will only be useful to get the expect file structure and format when doing an import 7. Open the CSV with an appropriate tool 8. Each line represents an N:N relationship

In the left column, enter the Case’s Case Number In the right column, enter the Keyword’s Name

9. Save and close the file 10. Click on the Import Tab and click on Import 11. Select the created CSV file 12. When the progress bar is completely blue, it means that the import is finished:


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13. You should check on Cases that the proper association with Keywords has been made

7.7.5 AFTER YOU HAVE IMPORTED ALL YOU N:N RELATIONSHIP DATA

Once you have imported all records, it is recommended to delete the NtoNImportExport from the CRM as it is not necessary anymore, and it will also make the site map item disappear.

Connect to the Target CRM Environment with a System Administrator Security Role and then:

1. In the Web UI, go to Settings 2. Click on Solutions 3. Select the NtoNImportExport Solution 4. Click on Delete

7.7.6 N:N IMPORT TOOL TROUBLESHOOTING

Issues on line 1 - line has 1 instead of 2

Should you encounter the following error message during import:

Open the CSV file with Notepad


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In Notepad, click on “File” / “Save As…”

Select “All Files (*.*)” and “UTF-8”

Import the CSV file again.

7.7.7 EO DATA IMPORT TUTORIALS

During import, make sure that all fields are mapped accordingly. This is especially important for

- Option-Sets: Each value must be linked to an option-set value.

Ideally, there should be an exact match so there is no extra work during import Settings applied here can be saved in a data map

- Lookups Values must correspond to field that contains values that are unique in the system

for each record. By default, it is the name of the targeted record (primary field), but this can be changed in order to look for a more unique data (such as an ID) Settings applied here can be saved in a data map

7.7.8 USER IMPORT

Users need to imported first in order to assign records to them at import time.

They should also have a security role enabling them to own records. The security role can either be directly assigned to them or to a team they are belonging to.


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7.7.9 ACCOUNT IMPORT

7.7.10 CONTACT IMPORT


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7.7.11 CASE IMPORT


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7.8 FILE EXAMPLES

7.8.1 USERS

User_AVA.xml

7.8.2 ACCOUNTS

Account_AVA.xml

7.8.3 CONTACTS

Contact_AVA.xml

7.8.4 CASES

Case_AVA.xml

7.8.5 KEYWORD-CASE N:N

Keyword-Case_AVA.csv

Case Related Workflow System Technical Design Documentation · UE - European Ombudsman - Phase 2 -...

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