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frequently asked questionsFrequently Asked Questions

This is a short list of our most frequently asked questions regarding Assistance PSA Suite. Can’t find the answer to your question or problem? Please feel free to contact the Helpdesk via the Helpdesk Form.

Question: How to re-use Assistance PSA licenses if Employees leave the company?

Can a PSA license for an Employee who leaves the company be used for a new Employee?

Yes. An Assistance PSA license is used for a PSA User. As long as the PSA User record exists (active or inactivate), a PSA license is in use. An Assistance PSA license can only be released and reused by selecting a different Assistance PSA license in the PSA User record or delete the PSA User record.

Note: since hour and expense entries entered by the Employee are related to his or her CRM User record, and not to his or her PSA User record, the related hours and expenses are not deleted when you delete a PSA User record.

Question: Why can hours not get approved?

After you approve PM or approve Admin hour entries, nothing happens…

There are several reasons why hours are not approved:

Project Manager Approval: 

1. In PSA Settings, Hours, the option ‘Project Manager Approval’ has not been activated.
2. You are not the Project Manager or Delegate Project Manager (selected in the PSA User record of the project manager) of the project on which the hours have been entered.
3. There is no Vacation Leave Balance record for the Employee who entered the hours. In the Hours view ‘Project Manager Approval Hours’ the column ‘Error Message’ should mention that. The field ‘Error Message’ can display different messages as well.
4. The employee who entered the hours has been removed from the project team.
5. If you still do not know why the hours cannot be approved, you could open the CRM form of an individual hour entry that cannot be approved. Tick off the field PM Approval or Admin Approval and save this. CRM will generate a log file that will inform you about the cause.

 

Administrative Approval:
1. In PSA Settings, Hours, the option ‘Administrative Approval’ has not been activated.
2. Project Manager approval is required, and the hours have not been approved by the Project Manager yet.
3. In your PSA User record the setting ‘Can Approve Hours’ has been set to ‘No’.
4. There is no Vacation Leave Balance record for the Employee who entered the hours. In the Hours view ‘Administrative Approval’ the column ‘Error Message’ should mention that. The field ‘Error Message’ can display different messages as well.
5. In your PSA User record, in the field ‘Approve Own Hours’ an Employee who should approve your own hours has been selected.
6. The employee who entered the hours has been removed from the project team.
7. If you still do not know why the hours cannot be approved, you could open the CRM form of an individual hour entry that cannot be approved. Tick off the field PM Approval or Admin Approval and save this. CRM will generate a log file that will inform you about the cause.

 

Question: Why do I get a blank window or only the message ‘Please wait…’ when loading HTML5 components?

When you try to open a HTML5 object like the Gantt Chart, the message “Please wait…” appears and does not go away. Or the result is a blank screen. So the cause why it is not loaded is unknown. How can you find out what the cause of the problem is?

You could do the following:
1. Determine if it is CRM security role related. If the user is temporarily given the CRM System Administrator security role and the issue no longer occurs, then the user is missing required CRM privileges. Probably the problem is fixed by giving the user the out-of-the-box security role PSA Full User.

2. Internet Explorer can help you. Since no error message is displayed, the cause is unknown. To produce an error log that might give understandable information about the cause, you could start the Windows Internet Explorer Developer Tools (can be activated by pressing the F12 key of your keyboard). Reload the Gantt Chart. You might get an error in red on the tab Debug telling you more about the cause. It might for example indicate which CRM privileges the current user is missing. You can create a helpdesk case for the issue that you are having (describing what exactly you are doing and what does not work) in which you can include the error message.

Note: This method of producing an error log can also be applied to loading issues with other HTML5 components like Timesheet, Utilization Sheet, Invoice Scheme, Budget, Create Invoice, etc., etc..

 

Question: How do Leave Requests in Assistance HRM work?

How to configure leave requests in Assistance HRM and what happens if they are approved?

 

Introduction

Leave requests by employees can be entered in Assistance HRM.
After approval of the leave request(s) in Assistance HRM the CRM Work Hours of the employee (CRM User) are updated automatically with Time Off and leave time entries are created automatically in Timesheet for the leave request period.
After approval of the automatically created leave time entries the Vacation Leave Balance of the employee is updated automatically.

 

Requirements

For the Leave Request functionality you need:

– Assistance PSA

– Assistance HRM

– A Basic license(s) for the Assistance PSA Suite

 

 How to configure the use of the Leave Request functionality?

1. In Microsoft Dynamics CRM, go to HRM Settings

2. Open the HRM Settings record

3. In the section Time Off, enter a line for the internal project for leave hours with the following values:

– Legal Entity

– Project

– Project Item

– Hour Type (marked as ‘Leave’)

The employee who has the task to approve vacation leave requests must be selected as the Project Manager of this internal project for leave time entries.

4. Make sure the Work Hours for the employees (CRM Users) are setup

5. Make sure that the Business Closures in Microsoft Dynamics CRM are entered. Assistance PSA and Assistance HRM take them into account.

 

Enter Leave Request(s)

1. In Microsoft Dynamics CRM, go to HRM.

2. In the menu, go to Leave.

3. Choose New.

4. Enter the following information:

Employee: select a PSA User that is a CRM User as well

Reason: only enter a reason if, and why, the leave request is rejected

Type: select a type from the picklist (Vacation or Free Day)

Request Date: enter the date when the request was made

Start date/time: select the (first) day of the leave period and for example 8 am, the start time of a work day

End date/time: select the (last) day of the leave period and for example 4 pm, the end time of a work day

Status: the default value is ‘Request’, do not select another option

 

Approve Leave Request

1. In Microsoft Dynamics CRM, go to HRM.

2. In the menu, go to Leave.

3. In the view ‘Active Leave’, select one or multiple leave requests and change the Status to Approved (multiple requests by selecting multiple records in the list and use the button Edit for the functionality Change Multiple Records).

4. This creates leave time entries for the leave request period automatically

5. The CRM Work Hours are updated with Time Off for the leave request period automatically as well

 

Approve hours to update the Vacation Leave Balance

1. If PM approval of hours is required, the leave time entries must be approved by the Project Manager

2. If Administrative approval is required (as well), the leave time entries must be approved administratively

3. After final approval of the leave time entries the employee’s Vacation Leave Balance is updated; in Microsoft Dynamics CRM, PSA, Vacation Leave, in the employee’s Vacation Leave Balance record the approved leave time entries are added to the field Used and the Balance is updated

 

Additional Comments

Note: – Do not forget to enter Business Closures in Microsoft Dynamics CRM first and set in the CRM User’s Work Hours that they are observed.

Note: – Sick Leave requests are not possible

Question: How to auto populate a required lookup field with a default value with JavaScript when manually creating a new record from a CRM form?

Suppose the Tax Group of all Project Items is always the same, why not auto populate it instead of adding it manually from the Tax Group Lookup?

The following instruction is for CRM Customizers:

1. Create a new JavaScript Webresource (JScript) in Microsoft Dynamics CRM with the following script:

function setTaxGroupValue()
{
var CRM_FORM_TYPE_CREATE = 1;
if (Xrm.Page.ui.getFormType() == CRM_FORM_TYPE_CREATE)
{

var lookupData = new Array();
var lookupItem = new Object();
lookupItem.typename = ‘psa_taxgroup’;
lookupItem.id = ’63AAB8B6-E48F-E311-80BF-00155D57A5D5′;
lookupItem.name = ‘psa_taxgroup’;
lookupData[0] = lookupItem;
Xrm.Page.getAttribute(“psa_taxgroup”).setValue(lookupData);

}
}

Notes:

– lookupItem.id = ‘<here must be the GUID of the Tax Group>’
– lookupItem.name = ‘<here must be an initial description for the Tax Group>’

2. Add this Webresource to the Form Properties of the Project Item form that is in use.

Please consult this document for more details: auto populate with Javascript

 

Note: The field Tax Group is just an example of a CRM field, but the script can be used for any CRM Lookup field.

Note: The helpdesk of Assistance Software does not support JavaScript. Consider this as a tip to help you work more efficiently.

Question: How to enable the Assistance PSA Sdk Message Processing Steps and why it is important that they are enabled?

Introduction: Assistance PSA depends on (Assistance) PSA plugins in Microsoft Dynamics CRM. These PSA plugins only work if the Assistance PSA Sdk Message Processing Steps in Microsoft Dynamics CRM, for events like Create, Update and Delete, in the Assistance PSA entities are enabled. The Assistance PSA Sdk Message Processing Steps must always be enabled! If the Sdk Message Processing Steps are not running you risk data loss and database inconsistencies in Assistance PSA.
By default, the Sdk Message Processing Steps for Assistance PSA are enabled. Each time that you update or upgrade Assistance PSA, during the Solution import in Microsoft Dynamics CRM the checkbox for the import option ‘Activate any processes and enable any SDK message processing steps included in the Solution’ needs to stay checked. This checkbox is checked by default. If the checkbox was unchecked, then while working in Assistance PSA:

– various records are not created
– data is not generated, for example selling amounts and other project and project item totals are not calculated
– various actions are not validated, like updates and deletions

How to check if the Assistance PSA Sdk Message Processing Steps are running? And if they are not, how to enable them?

This is an instruction for the Microsoft Dynamics CRM System Administrator:

In Microsoft Dynamics CRM, go to:

– Settings
– Customizations
– Customize the System
– Select Sdk Message Processing Steps
– In the list of Sdk Message Processing Steps, set the view on ‘All’
– Select all steps where the name begins PSA_ (with a filter on column Name Begins With PSA_)
– Check in the column Status if the steps are Disabled or Enabled (they should be Enabled)
– If they are Disabled, select all lines and click on the button Activate in the ribbon
– After this, all steps with Name starting with PSA_ are now Enabled

This ensures that Assistance PSA is working properly.

An alternative method to enable all Assistance PSA Sdk Message Processing Steps is to import the current Assistance PSA Solution version again.  Make sure that you check the import option ‘Activate any processes and enable any SDK message processing steps included in the Solution’. This checkbox is checked by default.

Question: Why do the Silverlight Controls (webresources) in Assistance PSA not work?

If you are working in Windows Internet Explorer 10 or 11 (not on Windows 10):

For example the Create Invoice screen and Expense Claim form are blank.

In Assistance PSA 2015 the following components are still running on Silverlight:

– Create Invoice from a project
– Batch Invoicing
– Expense Claims
– Group Calendar

Solution: This issue should be fixed by an Internet Explorer setting: in the menu Tools, Settings for Compatibility view, add the Microsoft Dynamics CRM URL.

If you are working in Google Chrome:

As from version 45, the browser Google Chrome no longer supports Silverlight. In Assistance PSA 2015 the following components are still running on Silverlight:

•Create Invoice from a project
•Batch Invoicing
•Expense Claims
•Group Calendar

Windows 10 users are advised to use Mozilla Firefox for invoicing.

As from Assistance PSA 2016, Create Invoice from a project and Batch Invoicing are HTML5 components, so supported in the browsers Windows Internet Explorer, Google Chrome and Mozilla Firefox.

Question: How to enable administration of a project in a different currency?

Situation: the amounts in your projects are in your local/default currency, but now and then a project must be administered in a foreign/different currency. How is this enabled and done?

1. You need to set the default currency of Assistance PSA/your projects in PSA Settings. In Microsoft Dynamics CRM 2013, go to:

– PSA Settings

– open the PSA Settings record of your organization

– System

– Currency

Select the default Assistance PSA/project currency from the picklist. Click on Save & Close.

2. Enter the foreign/different currency and its exchange rate in Microsoft Dynamics CRM 2013. Go to:

– Settings

– Business Management

– Currencies

Click on New and enter the currency and its exchange rate. When you are finished, click on Save & Close.

3. Enter price lists in Microsoft Dynamics CRM 2013 in your default currency and the foreign/different currency that you would like to use for the project in the foreign/different currency. To enter the price lists in Microsoft Dynamics CRM 2013, go to:

–  Settings

– Product Catalog

– Price Lists

Enter two price lists (one in the default currency of Assistance PSA and one in the different/foreign currency). Save the price lists.

4. In the new project in the non-default currency that you create you need to select the 2 following properties:

  • Default Price List (in the foreign/different currency)
  • Currency (the foreign/different currency)

Notes:

– Per project only one currency can be used

– the amounts (prices) on the project must be the amounts (prices) in the selected currency of the project, so not in the default currency of Assistance PSA

– Outside the project, in views (like the project views) and project reports the project amounts are displayed in the default Assistance PSA currency

– The currency that you select in, for example, hourly rates and expense entries are ignored by Assistance PSA. All amounts on the project are saved in the currency of the project

– In Microsoft Dynamics CRM 2013, PSA Settings, Hourly Rate Groups you can define hourly rate groups per Legal Entity and currency. These hourly rate groups can be selected for your projects.

Question: How to completely uninstall Assistance PSA?

Assistance PSA is a(n imported) managed Solution in Microsoft Dynamics CRM. A Solution can be deleted. When a Solution is managed, such as Assistance PSA, all components, like entities, fields, dashboards, etc.), in it will be deleted. Before you can delete a CRM Solution, any Assistance PSA components in dependent Entities in Microsoft Dynamics CRM need to be deleted first. For example, the Assistance PSA fields (with prefix psa_) on the User Entity form.

Note: when you delete the Solution Assistance PSA, you delete all data entered in Assistance PSA! This cannot be undone.

To delete Assistance PSA, go to Solutions, select the Solution AssistancePSA and click on Delete. If the Solution cannot be deleted, Microsoft Dynamics will give a message where you can select Details. A list will be presented with all entities that depend on Assistance PSA. By clicking on the Entity name at the end of the record the Entity form where the field is on will open. From here, search for all Assistance PSA components, like fields and remove them from the form first and after this you delete the field itself.

Note!: After removing a field from a form, the form must be saved and published first before the field itself can be deleted.

If the Assistance PSA Report Package Solution has been imported or if SQL Server Reporting Services reports – related to Assistance PSA – have been added to Microsoft Dynamics CRM manually, those also need to be removed first.

If Processes have been created, related to any Assistance PSA component, those processes need to be removed, disabling will not be sufficient.

If no entity is depending on Assistance PSA anymore, the solution Assistance PSA can be uninstalled.

 

 

Tip!: use the following instruction to generate a list of all dependencies that prevent an uninstall:

Take this URL and change yourserver and the Solution GUID:

http://yourserver/tools/dependency/dependencyviewdialog.aspx?objectid={solutionguid}&objecttype=7100&operationtype=dependenciesforuninstall

Your solution GUID can be found by opening the Solution and pressing F11 or CTRL+N to see the URL. In the URL take the section between %7b and %7d: https://[yourserver]/tools/solution/edit.aspx?id=%7bC418E1D5-9AFB-E311-90E1-00155D042F50%7d) and you’re set to go!

 

Question: Which Security Roles do Assistance PSA users need in Microsoft Dynamics CRM?

To start with, an Assistance PSA User needs a Security Role to use Microsoft Dynamics CRM. Often this is a standard Security Role, that come closest to the function that the user has in the organization, given by the CRM System Administrator and provided by Microsoft Dynamics CRM. Examples are Customer Service Representative, Salesperson, and Marketing Manager.  The Assistance PSA Solution comes with out-of-the-box Assistance PSA Security Roles that are additional to the Security Role(s) that the CRM User already has/had to be able to work in Microsoft Dynamics CRM before the Solution Assistance PSA is/was imported. Examples of PSA Security Roles are:

– PSA Limited User (for time and expense entry)

– PSA Leave Administrator (to administer Leave and Sick Balances)

– PSA Invoice User (for creating invoices)

– PSA Full Users (to create and maintain projects)

– PSA Program Manager (for clustering projects in Programs)

– PSA Administrator (the most complete role for Assistance PSA)

 

Please consider the following points of particular interest and best practices regarding PSA Security Roles:

– give PSA Users an out-of-the-box PSA Security Role which comes closest to what they need to do in Assistance PSA, like PSA Limited User for time and expense entry, PSA Invoice User for creating invoices, etc., etc..

– never change the PSA Security Roles. If they need to be changed for organizational requirements, create a copy of the PSA Security Role and rename the copied Security Role. Make changes in copied and renamed PSA Security Roles

– new releases of Assistance PSA might contain new functionalities that require additional permissions/privileges in Microsoft Dynamics CRM. These additional permissions/privileges are added to the out-of-the box PSA Security Roles when a new Assistance PSA Solution is imported. The accompanying release notes for a new version will mention the additionally required permissions and privileges that must be added to any custom PSA security roles.

Note!: Copied and renamed PSA Security Roles will not be updated with the required additional permissions and privileges

Tip!: So if you should experience security issues after importing a new Assistance PSA release, try the two following:

Step 1. temporarily give your PSA user(s) the CRM System Administrator role. If after this the issue no longer occurs, you can determine that the issue is caused by missing CRM permissions/privileges

Step 2. instead of the CRM System Administrator role, temporarily give your PSA users the out-of-the-box PSA Security role(s) to determine that their issues are fixed as well. Update the copied and renamed PSA Security Role with the added permissions and privileges in the PSA Security Role

– Should you have deleted the out-of-box-PSA Security Roles by accident (instead of removing them), you could get them back by reimporting the current release of the Assistance PSA Solution or by importing a newer release of Assistance PSA

Question: How to update Assistance PSA to the latest release?

Assistance PSA is a Solution in Microsoft Dynamics CRM. Updating Assistance PSA is a matter of importing a higher version of the Assistance PSA Solution over the current Assistance PSA Solution.

Note: At this moment 3 Assistance PSA Solutions exist:

– Assistance PSA 2011 for Microsoft Dynamics CRM 2011 (no longer in development)

– Assistance PSA 2013 for Microsoft Dynamics CRM 2013 (no longer in development)

– Assistance PSA 2015 for Microsoft Dynamics CRM 2015 (latest release, optimized for CRM 2015, but works in CRM 2013 as well)

Mind:

– Please never try to import an older Solution (lower version number) over a more recent Solution (for example PSA 2011 over PSA 2013 or PSA 2013 over PSA 2015) until Assistance Software advises a downgrade!

 

Instructions for your CRM System Administrator for updating Assistance PSA:

1. Check  the version of your current Assistance PSA Solution first to determine if you need an update. For Microsoft Dynamics CRM 2015,

this is done in Microsoft Dynamics CRM,

– Settings

– Solutions

The version number of the Solution AssistancePSA is shown in the third column (Version).

2. Download the latest version of the Assistance PSA Solution here: http://www.assistancesoftware.com/downloads/  Choose the Assistance PSA Solution for your Microsoft Dynamics CRM version (2011, 2013 or 2015).

3. Make sure you are the Deployment Administrator of your Microsoft Dynamics CRM deployment

4. If you have an On Premises deployment of Microsoft Dynamics CRM, then create a back-up of your Microsoft Dynamics CRM database first

5. Arrange that nobody is working in Microsoft Dynamics CRM. Then, in Microsoft Dynamics CRM, go to

– Settings

– Solutions

6. Click on Import and browse to and select the Assistance PSA Solution (zip file) that you have just downloaded

7. WARNING: Be careful to choose the correct Import Options:

– Check Maintain Customizations (Recommended). If you do not check this option, your own customizations in Microsoft Dynamics CRM will be lost!

– Check ‘Activate any processes and enable any SDK message processing steps included in the Solution’. If you do not check this option, Assistance PSA will not work properly. For example, you might lose data and money since (billable) amounts will no longer be calculated!

8. Best practice is to publish the new Solution

9. After the import has been completed, go to

– Microsoft Dynamics CRM,

–  PSA Settings

– open the PSA Settings configuration record of your organization

–  System

– Put a checkmark in Implement Update

– Save

10. Check in Microsoft Dynamics CRM,

– Settings

– Solutions

that the Solution version has changed to the latest version.

 

Question: How to set a Project and Invoice report for a preview?

How to configure a default Project and Invoice report in the Project form?

Default Project report

In the PSA Settings record of your organization, under Projects, you can select a CRM report (with the button Project Report in the ribbon) that is used in the project form titled KPI (Key Performance Indicators). You can select here all CRM reports in the category Project.

How to categorize a CRM report as a ‘Project report’?

1. In Microsoft Dynamics CRM, go to Workplace, Reports

2. In the list (view) of Available Reports, put a checkmark next to the report record to select it

3. Click on the button Edit in the ribbon bar. A screen with the report details is opened

4. On the tab General, go to the section Categorization

5. In the field Categories, select the value Project

6. In the ribbon, click on Save and Close

7. The report is now available to select it as the project report that is used on the project form KPI with the button Project Report in PSA Settings or in the ribbon of the Project form

Note: per single project, the selection of the report in Project Report can deviate from the general setting. This is done in the Project form, with the button Project Report in the ribbon.

Note: to add a Project report to the list of available project reports to run with the button Run Report, select the value ‘Projects’ in the field Related Record Types of a report record

 

Default Invoice report

In the PSA Settings record of your organization, under Invoices, you can select a CRM report (with the button Invoice Report in the ribbon) that is used for the preview of an invoice. You can select here all CRM reports in the category Invoice.

How to categorize a CRM report as an ‘Invoice report’?

1. In Microsoft Dynamics CRM, go to Workplace, Reports

2. In the list (view) of Available Reports, put a checkmark next to the report record to select it

3. Click on the button Edit in the ribbon bar. A screen with the report details is opened

4. On the tab General, go to the section Categorization

5. In the field Categories, select the value Invoice

6. In the ribbon, click on Save and Close

7. The report is now available to select it as the Invoice report that is used for the invoice preview with the button Invoice Report in PSA Settings or in the ribbon of the Project form

 

Note: per single project, the selection of the report can deviate from the general setting. This is done in the Project form, with the button Invoice Report in the ribbon.

Note: Note: to add an Invoice report to the list of available Invoice reports to run with the button Run Report, select the value ‘Invoices’ in the field Related Record Types of a report record.

Question: How do Vacation and Sick Leave Balances work?

Vacation Leave Balance

For each employee (CRM user) Vacation Leave Balances can be created and consulted by the employee. This is done for a period (per year, start date January 1 and end date December 31). An employee starts with a number of hours that can be used according to his or her employment contract. This is compared with the number of hours booked on hour types marked as Vacation Leave. The balance is calculated. All hour entries by a user on hour types marked as Vacation Leave, entered in the vacation leave balance period of that user, are deducted from the balance of that user, after final approval of these hours. So approval of hours is required. If both admin and project manager approval are enabled, both approvals are required. A user’s vacation leave hours can only be approved if a Vacation Leave Balance record has been created for that user for that period. If there is no Vacation Leave Balance record, the column Error Message will mention that.

Sick Leave Balance

For each employee (CRM user) Sick Leave Balances can be created and consulted by the employee. This is done for a period. An employee starts with a number of hours that can be used according to employment contract. This is compared with the number of hours booked on hour types marked as Sick Leave. The balance is calculated. All hour entries by a user on hour types marked as Sick Leave, entered in the sick leave balance period of that user, are deducted from the balance of that user, after final approval of these hours. So approval of hours is required. If both admin and project manager approval are enabled, both approvals are required. A user’s sick leave hours can only be approved if a Sick Leave Balance record has been created for that user for that period. If there is no Sick Leave Balance record, the column Error Message will mention that.

Consolidate a Leave Period

Vacation Leave Balances for a period can be closed when all leave hours for that year have been booked and approved. The feature is found in Microsoft Dynamics CRM, Assistance PSA, Vacation Leave. Click on the button Consolidate Vacation Leave. Consolidation is per Legal Entity and Year.

All balance records related to the Legal Entity that are consolidated are inactivated (record status in Microsoft Dynamics CRM) and new balances for the next year are created automatically. The balances (remainder) of the closed year are added to the Number of hours (Annual Leave in CRM User record) in the new Vacation Leave Balances for the new year.

Question: What is the hourly rate hierarchy in Assistance PSA?

Which hourly rate is applied to a time entry?

As from Assistance PSA 2013 Second Release (2.3.0.122) the rate hierarchy is as described in this table: Assistance PSA Rate Hierarchy. Assistance PSA will check if there is a rate defined at level 1 and apply it. If not, it will check one lower level if there is a rate defined, so at level 2, and apply that, etc., etc.. The ‘lowest’ level is 15. If no rate at all has been defined, the applied rate is 0.00.

Question: How are hourly rates of existing time entries recalculated?

Suppose an incorrect hourly rate, or even no hourly rate at all, was applied to time entries. How can you correct them?

Make sure the (new) hourly rate is defined correctly. After this, open the time entry record with the incorrect hourly rate and put a checkmark in the field ‘Recalculate’. After saving the new rate is applied.

Note: The rate can only be changed as long as the time entry has not been invoiced (in other words, as long as the field Invoice of the hour record is empty, the hourly rate can be changed).

Tip: with the standard Microsoft Dynamics CRM functionality to edit multiple records one can recalculate the hourly rate of a selection of hour entries (so of more than one hour entry at once).

Tip: add for example the columns (fields of the entity Hours) Hour Type, Sellling Price Per Unit and Selling Amount  to the Hours views Project Manager Approval and Administrative Approval. This way you could prevent billing hours with an incorrect rate and still correct them before billing!

Question: How to configure Outlook Retrieval from Exchange Online/Office 365 ?

What do I need to configure to be able to retrieve Outlook appointments from Exchange Online/Office 365 to import into Timesheet of Assistance PSA?

  • In the Exchange URL field in PSA Settings you need to enter your Exchange URL and add /EWS/Exchange.asmx (example https://[servername]/EWS/Exchange.asmx]) for office 365 this url is https://smtp.outlook.office365.com/ews/exchange.asmx
  • With the PSA Setting ‘Exchange Online’ set to ‘Yes’ Outlook appointments are retrieved from Exchange Online (other domain). This is possible with Assistance PSA On Premises and Assistance PSA Online
  • In your Windows Internet Explorer you need to add your CRM server and possibly Exchange Server address to the Trusted sites, for office 365 the following sites need to be added: *.dynamics.com, *.office365.com and *.outlook.com.
  • There are 3 Windows Internet Explorer settings that might help resolve retrieval issues:

Go to the menu Extra, Internet options, Security, Trusted websites, Custom Level…:

– Miscellaneous – Enable ‘Access data sources across domains’

– User Authentication – Enable  ‘Prompt for user name and password’

Go to the menu Extra, Internet options, Advanced,   Turn off the option ‘Warn about certificate address mismatch’.

Note: Outlook Retrieval is only supported with Windows Internet Explorer.

The described settings for Windows Internet Explorer are ‘local’ settings i.e. must be made on each client computer.

For more information, please refer to the document Configuration Assistance PSA Timesheet Outlook retrieval.pdf.

 

Question: How can I check which version of Assistance PSA I am using?

In Microsoft Dynamics CRM 2011, go to:

– Settings

– Customizations

– Solutions

In Microsoft Dynamics CRM 2013, go to:

– Settings

– Solutions

The version number of the Solution AssistancePSA is shown in the third column (Version).

Licenses & Pricing

The Assistance PSA Suite is designed for all sizes of businesses; Small, Medium and Enterprise. A License starts at 15 euro/dollar per user per month. Find the optimal mix of Licenses that best suits your business needs.

Click here to view our License Matrix

Watch the Videos

Assistance Software has created a series of videos to help you discover and understand what our software solutions can do for you and your company They give a clear picture of the capabilities and user-friendliness of our solutions.

Click here to watch the videos

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