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CRM Extensions Custom Actions

Custom Actions Syntax and Supported Options

Last Updated: October 28, 2011 Document Index

Getting Started

Introduction Introduces the concept of Custom Actions

Locations Covers where the Custom Actions are used (launched from) and where they are defined in the CRM options

Toolbars Option overview of the CRM Extensions Toolbars option (Once used you’d never give them up!).

Getting Started How to get started setting up your own Custom Actions and ideas for advanced uses

Syntax defined Defines the parts of Custom Actions: Action Parameters Options

Reference for Constructing Custom Actions

Actions defined The Actions define the major classes of Custom Actions. 35+ Actions with an additional 25 specific to the View Action.

Parameters defined

More than 45 Parameters for the various Actions.

Options defined Sixteen different Options are available to further control the new item once the Custom Action has created it (e.g. AutoSend and/or No Display).

Templates defined

The most robust aspect of advanced Custom Actions get their own section (e.g. set any field of your new item to any value while the item is being created to minimize data entry and setup for the end-user). Includes support for 24 Outlook functions (e.g. Save, CopyToFolder, Print, etc.)

Appendices

A - Examples An organized set of examples to get you started building your own. Send in your special custom actions so we can add them to this list ([email protected]).

B - Translation to other languages

Each of the Custom Action Actions, Parameters and Options may be translated to other “Roman” type languages (with character sets similar to English). Also support translating of other interface elements

C - Reference Index

List of custom action Actions, Parameters and Options with links to where they are defined in this document


(Quick lookup links)

Use this section as your source for quickly accessing reference information for Actions, Parameters, Options and Templates

Last Updated October 28, 2011 10:43 AMCompatible with CRM Extensions version 5.2.0.6


Introduction

Customized CRM functionality available throughout the CRM systemCustom Actions are a very significant component in the CRM Extensions overall functionality. Custom Actions allow each CRM customer to define Actions within the CRM system that are specific to their organization's functional requirements. The basic TeamScope CRM system provides the functionality to create Journals, Tasks, Appointments, Projects and Opportunities in their most basic form and configuration. Custom Actions, on the other hand, allow the user to create and customize all of these and additional items so that the user experience is simplified, streamlined and more efficient. Conceptually, custom actions are much like an Excel or Word macro which greatly extends and automates the functionality of the underlying application. The goal of these custom actions is to reduce to one-click the user's required action to accomplish a given function and to provide access to these functions from all of the various places the user will be throughout their use of the CRM system.

Hundreds of Custom Actions and TemplatesThere are well over 100 different Custom Actions that could be configured out of the standard Custom Action "Action" and "Parameter" options. With the addition of "Templates" the number is basically limitless to the point where with Templates and the "Create" Action you could create a whole string of items (Email, Task, Meeting, etc) all filled out specifically for the given activity and have that whole set of items created with just one click. The time savings and simplicity of these Custom Actions takes the CRM experience to a whole new level.

Toolbars Option Available to Turbo Charge User Experience of CRM - One-click access to any custom action right from the main Outlook windowMany of us spend much of workday with the main Outlook window working with email in our Inbox. You can now have one-click access to create any CRM item or view any CRM data for the CRM Active Contact/Company. This feature also extends to the emails you are currently working with! Two additional toolbars are available for your main Outlook window: one for buttons that launch any custom action for the Active Contact/Company, and the second to launch any custom action for the currently selected items in your current Outlook folder. This means you have one-click access to launch custom actions, from the simplest to the most complex, that do exactly what you want. Highlight an email from your prospect and one-click to view the Opportunity, one-click to view all activities anyone on the team have had with the prospect, one-click to reply to the email (and the reply email will be recorded in Email History when you send it). Further, if you would like to override any of the TeamScope CRM toolbar buttons (or add your own), you now can with the Toolbars option. Two buttons most frequently add to the TSCRM toolbar are one to launch the Extensions Data Views window for the Active Contact/Company and the second to “Forward” the selected email to the Active Contact/Company. Each of the Toolbar buttons will have a button face (picture) that depicts the Action it will perform. You may also add your own text labels for each button and your own tooltip to pop up a little help window for the user when they hover their mouse over the button. Intuitive… quick… easy… functions that do exactly what you want! Always accessible from the main Outlook window, one-click to get what you want – that is what the Toolbars option is all about! Contact your TSCRM reseller for more details about how to access this valuable feature.


Examples of Functionality Supported with Custom Actions

Create any of the CRM forms just as they would be created through the basic TSCRM functionality available everywhere and for the selected folder item!

Create any of the CRM forms with any of the fields already filled in.

Use templates to preload the “Notes” field with structured questions so users have structured assistance when qualifying leads, taking orders, etc. Journal (T: Lead Qualification Template)

Create a predetermined set of CRM forms with any fields filled in for the user with one-click (any number of Email, Deferred Email, Tasks, Meetings, Opportunities). Some call this workflow, others call it an activity series, we call it convenient!

View all contacts at the company of the selected email in a window so the user can select one or more contacts to view and work with.

View a list of Email History for the Active Contact/Company or for the contact of the selected email.

View a list of any of the CRM item types (Journal, Appointments, Tasks, Email History, Opportunities, Projects, Workflow).

View the Extensions Data Views window for the Contact/Company of the item you are working with.

Launch the Outlook phone auto-dialer for the Active Contact/Company or for the contact of the selected email and automatically create a Journal item to record your notes from the phone call.

Make a copy of a contact for another contact at the same company and just fill in the differences.

Execute any web URL or any other application outside of CRM to provide users with access to other system information right from within Outlook.

Transfer CRM data to Word or Excel templates for formal documents or further data manipulation.

Launch desktop searches for CRM and related data (e.g. MS Windows Desktop Search, Lookout, etc.).

Create TeamWork workflow items that are fully integrated into CRM.

Update CRM data based on filters or selected items.

User-Friendly NamingSince the more complex custom actions may visually look a bit technical to the typical CRM end user there is a function which allows the CRM Admin to give the custom action a user-friendly name. When the user executes that custom action, the system will translate the user-friendly name into the actual custom action syntax as described below. The field replace {{FieldName}} functionality is supported during this translation process to make this translation function even more powerful.

Custom Actions Set Up by Users or AdministratorsTypically, it will be the CRM Administrator that will collect CRM user requirements and then create Custom Actions for the CRM user with assistance from this manual or consulting services. Users are able and encouraged to create their own custom actions, however, custom actions are most often created by the CRM Administrators. CRM Extensions support staff are available on a consulting basis to assist with the design and creation of Custom Actions.


Professional Services Available to Assist YouCustom Actions and this document have been designed to empower the CRM user to create their own custom actions to simplify and streamline the use of CRM for their specific usage requirements. Some users enjoy the empowerment of knowing how to construct their custom actions and others would prefer to have assistance with the design or set up of their custom actions. Consulting services are available through Northwest Technology Resources, Inc. to assist you with everything from getting started to working with you from start to finish.

If you would like training and/or consulting services on the use or set up of these functions please contact [email protected] (425) 640-5064

About this DocumentThis document is intended to be a reference more than a training manual. It is, however, organized to first give the reader a good overview of Custom Actions, where the user accesses them within the CRM system, how the CRM Administrator sets them up and the syntax for building them. The second section is the primary reference source for Custom Action Actions, Parameters, Options and T: Templates and should be used by the CRM Administrator to determine how to construct the custom action to deliver the functionality the CRM user is requesting. In practice the user will find Appendix C very valuable with its alphabetical list of each Action, Parameter, Option and T: Template with quick links to where each entry is defined. Examples have been liberally provided throughout this document to provide specific syntax for common custom actions and to provide ideas to get the reader thinking about what is possible with the more advanced capabilities of Custom Actions.

DisclaimerEvery effort has been made to have the contents of this document accurately reflect the CRM Extensions Custom Actions features, functions, capabilities and examples. The reader, however, must understand and accept that the final authority remains the software code as delivered and not this document. If discrepancies are found then Northwest Technology Resources, Inc. (DBA for SWDittmar, LLC), at its sole discretion, may update the software, this document or both as time permits, to resolve these discrepancies. We hope that you find this document useful. Please send feedback to [email protected]. top Reference Index

mailto:[email protected]



Where to Find Custom Actions

Users Launch Custom Actions From These CRM and Outlook LocationsCustom Actions may be launched by the user from most locations within Outlook and the CRM environments.

On the main Outlook window under the CRM menu, select either:

o Selected Folder item(s)

o Active Contact/Company

Toolbars (an Extensions option) supporting up to 35 buttons on a bar (more detail in the next section)

o By adding buttons to the TeamScope CRM bar (view example)

o By displaying an additional toolbar with buttons that operate for:

The Active Contact/Company (view example)

The Selected folder item(s) (view example)

On each CRM Extensions form

This function appears the same on all forms in the following locations:

o Company and Contact forms on the main tab

o All other child forms on the CRM Functions tab

On each of the Data Views in the Functions droplist to launch a custom action for the selected items in the Data Views grid.

For post processing an External Function Link. This is typically used when an External Function created an Excel or Word file that you would like attached to an Email so that the new Excel document may be easily sent to internal or external recipients. Since it is a custom action that is creating the email it is quite easy to standardize the text contents of the email so the user has no additional steps except to send the email… unless the custom action has the AutoSend option and then it becomes a one-click operation to have the Excel or Word document created and emailed to a set of recipients.

top Reference Index

CRM Administrators Setup Custom Actions within the CRM OptionsCustom Actions are set up within the CRM Options in potentially four different locations in the CRM Options Manager(go to the CRM Toolbar droplist à “Options”)

http://www.nwtri.com/CRMextensions/Help/ScreenShots/pic_toolbars_option_selected_item_toolbar_example.mht

http://www.nwtri.com/CRMextensions/Help/ScreenShots/pic_toolbars_option_active_contact_toolbar_example.htm

http://www.nwtri.com/CRMextensions/Help/ScreenShots/pic_toolbars_option_tscrm_toolbar_example.htm


On the *Ext Forms tab

On the *Ext Toolbars tab

On the *Ext General tab with the Data Views Functions FormName options. These options specify the contents of the “Functions” droplist located in the upper right corner of each of the Data Views tabs and the Data Views form. This makes these custom actions available for your users to use with any of the items they select in the Data Views grid (e.g. creating a Task, Appointment, Journal, Opportunity, Project, etc).

External Functions Links options located on *Ext Forms, *Ext Projects and *Ext Workflow options tabs.top Reference Index

User-friendly NamingCustom Actions may be given “user-friendly” names and these names may be used within any or all of the locations (described above) where custom actions are specified in the CRM Options. If users will see the custom action, then you may want to provide a user-friendly name so that the function of the custom action is clear to the user at first glance. These translations are done within the “CRM Extensions Config” item within the “[Custom Action Names]” section (more detailed documentation here). Each option key (the part to the left of the “=” sign) is the user-friendly custom action name and the Value (the part to the right of the “=” sign) is the formal custom action with its proper syntax as described below. The Value portion may have {{FieldName}} type values to make this translation process even more dynamic and context-sensitive for the user.top Reference Index


Toolbars OptionThe CRM Extensions Toolbars option is available for purchase from your CRM Extensions reseller and was developed by Northwest Technology Resources, Inc. This option provides the capability to add additional buttons and Toolbars to the main Outlook window. Any of your custom actions may be assigned to these buttons to provide the user one-click access to powerful functionality conveniently located right on the main Outlook window.

Here is an overview of the Toolbars option:

The Toolbars option is conceptually like building an Excel macro and assigning the macro to an Excel toolbar button. With this Extensions Toolbars option you can now assign any Extensions Custom Action (ie the macro) to these Toolbar option buttons on the main Outlook window.

Provides one-click access to any of the CRM features and functions (using Custom Actions right from the main Outlook window).

Provides for the customization of any of the CRM toolbar action buttons using the Custom Actions described above.

Toolbar buttons are supported in three areas:

1. Addition of buttons to the main TeamScope CRM (TSCRM) toolbar (view example)

2. A second toolbar to launch Custom Actions for the Active Contact/Company. Each button launches a specified Custom Action. Buttons have descriptive button faces and "tooltips" specified by the CRM Admin. (view example)

3. A third toolbar to launch Custom Actions for the item selected in the current folder. This provides the capability to process Inbox email with one click... or... look up Email History for the contact of the selected email with one click. The CRM Contact that is related (or linked) to the selected folder item is automatically looked up and used for the assigned Custom Action. Multiple items may be selected and with one click the Custom Action is launched once for each of the selected items. (view example)

Configuration Profiles are available to support defining different configurations of the all 3 toolbars and the Custom Actions listed on the “CRM”menu. The CRM Administrator may set up as many Configuration Profiles as desired and users may freely switch between different profiles based on their CRM usage level (beginner, intermediate, advanced) and/or based on the user’s specific usage requirements. Configuration Profiles make it simple for the Administrators to set up different configurations of the CRM Toolbars for different users.

We usually introduce the toolbars after the users have used CRM and the Extensions for while so they first understand the basic concepts and functions of CRM. It is often too much functionality to quickly to attempt to learn from the beginning. Once users understand CRM and then have access to the Toolbars it is no going back because they have exactly the functions they use most, tailored to their specific needs, right in front of them on the main Outlook window.

The typical customer implementation of the Toolbars option only has a handful of buttons to launch the custom actions that are most valuable to them for their CRM usage. You may have just a few buttons or up to 35 so that you have the flexibility to support your evolving user usage requirements.

top Reference Index

http://www.nwtri.com/CRMextensions/Help/ScreenShots/pic_toolbars_option_selected_item_toolbar_example.mht

http://www.nwtri.com/CRMextensions/Help/ScreenShots/pic_toolbars_option_active_contact_toolbar_example.htm

http://www.nwtri.com/CRMextensions/Help/ScreenShots/pic_toolbars_option_tscrm_toolbar_example.htm


Getting StartedOne of the primary drivers behind the design of any computer interface is to keep the interface as simple and intuitive as possible for intended users. One of the first steps in accomplishing this interface simplicity is to understand the “use cases” of your end-users. CRM systems are designed to empower the type of end-user that affects the revenue side of the business therefore simplicity, intuitiveness and reduced keystrokes hopefully lead directly to increased revenue, which is usually a very high leverage opportunity.

Custom Actions are designed to address this need by dramatically improving the simplicity and efficiency of the CRM interface. A set of Custom Actions may be defined for your primary set of users and specific sets of Custom Actions for specific sets of users resulting in maximizing efficiency and simplicity for all users. Custom Actions are available throughout the CRM interface and Outlook forms, so that users have access to the functionality they need, where they need it.

On the main Outlook window from the “CRM” menu to launch Custom Actions for both the Active Contact/Company and the selected folder item(s).

If you have the Extensions Toolbars option then Custom Action buttons may be added to the main CRM Toolbar and 2 additional toolbars may be added to the main Outlook window with up to 35 different buttons on each toolbar. Usually, customs use 5 to 10 per bar, the buttons may have labels and tooltips to improve clarity and intuitiveness.

On each of the CRM Extensions forms on the “CRM Functions” tab and on the main tabs for Contact and Company forms

On each Data Views tab and window in the “Functions” droplist

With the Toolbars option the Data Views window also support a couple of very convenient right-click menus that deliver just the Custom Actions that are needed at the key locations on the Data Views window.

Within the External Functions to email your Word and Excel documents created with External Functions to anyone.

See “Where to Find Custom Actions” for additional information on the location of Custom Actions.

Custom Actions are defined in a few different places depending on where the Custom Actions will be used, most all of these locations allow for centrally defined options with individual user override capability.

Steps to design and develop Custom Actions.

1. Read through the first five sections of this document to gain a good overview of the Custom Actions functionality.

2. Review the Reference Index so that you are familiar with each of the Actions and think through which Actions would bring benefit to your CRM users.

3. Collect specific usage and functionality requirements from your CRM users… Both what they need to get their jobs done quicker, more efficiently and effectively and then also where within the CRM interface they need access to these Custom Actions.

4. Select the Actions that support the users functional requirements and then review the parameters and options that would help to refine the Action appropriately.


5. Then consider if T: Template features would further simplify the user’s tasks and reduce data input effort and make data input more consistent.

6. Build the Custom Actions and test them before introducing them to a few “early adopter” type CRM users to review and provide input prior to introducing the Custom Actions to the rest of the team of CRM Users.

7. If you are adding Custom Action buttons to either of the Toolbars consider adding text labels to the buttons and tooltips that assist the user in understanding the function of the buttons.

8. Once the Custom Actions have been in place for a month or so then re-poll the users for necessary enhancements to the Custom Actions and ideas for additional Custom Action. It is very common that users will come up with many new good ideas for new Custom Actions.

If you have the internal resources and experience to collect user requirements and implement effective Custom Actions this document is designed to support you with the reference materials and examples.

If you would like assistance with any parts of this process your CRM Extensions reseller or NWTRI support personnel. top Reference Index


Syntax – How Custom Actions are constructed General syntax is: Action (Parameters)

Examples: Journal (Phone Call)Task (Next Action)Email (Reply to Selected Email)Record (Selected Email)

Advanced syntax is: Action [(Parameters)] [Options]

Examples: Journal (Phone Call) Copy NotesTask (Next Action) Link ItemRecord (Selected Email) Display

Where:"Action" is the basic Custom Action that is to be performed (ie what type of item is to be created). "Parameters" are one or more of the many options available for each Custom Action to further tailor the new item based on your needs. "Options" Generally these are applied after the new Item has been created (ex. AutoSend, No Display, etc.) Notes:

1) The [ ] brackets indicate the section of the syntax is optional

2) The term "launch item" refers to the item the custom action was launched from or launched for. If you launch a custom action from the contact one of the forms (e.g. contact, task, etc) the launch item will be the form. If the custom action is launched from the CRM menu or from a toolbar button for the TSCRM “active contact” then the launch item is the active contact… if launched for the selected folder item then the selected folder item(s) is the launch item(s). In practice the custom actions work the way you would expect them to so don't get too bogged down in these details, this clarification of "launch item" is mainly to clarify the documentation in the tables below.

3) When CRM items are created by custom actions the created items are linked to the appropriate company, contact, opportunity, project and parent company. Here are some examples to clarify what we mean by the launch item.

If "View (Tasks) is launched from a Contact then you will see a list of tasks linked to the contact If "View (Tasks) is launched from a Journal item then you will see the list of tasks that are linked

to the contact/company the Journal is linked to If "Email" is launched from a Contact then the resulting Email History item will be linked to the

contact/company


If "Email" is launched from a Task then the resulting Email History item will be linked to the contact/company the Task is linked to

If "Email" is launched from an Opportunity then the resulting Email History item will be linked to the opportunity and also to the contact/company the opportunity is linked to

If "Email" is launched from a Task that is linked to an Opportunity then the resulting Email History item will be linked to the Opportunity and to the Project/that the opportunity is linked to.

4) Custom Actions and Parameters may be renamed (or translated into a different language) using the Extensions Translation config item. This functionality is explained below in the Translation section of this document.

5) Icons for each Action are automatically assigned (view here).

6) Each of the above syntactical parts of a Custom Action are described below in the remainder of this document.

top Reference Index


Actions for Custom Actions are: Usage Notes:

The Action is always the first part of the custom action, always to the left of the first parenthesis (if there is one).

Each custom action only has one Action. Icons for each Action are automatically assigned (view here).

You may override the automatic assignment by adding a prefix of the MS Office icon number and a # signThe list of MS Office icons and the corresponding numbers is here.

Example: 324#View (Email History) to use the icon instead of the default of When using custom actions on any of the toolbars you may add a vertical line separator by adding a

prefix of | (the vertical bar character)Examples: |View (Email History)

|324#View (Email History) to have both a vertical separator bar and a custom icon

Syntax: Action (Parameters) Options Example: Record (Selected Email to Opportunity) Display

This custom action will copy the selected email(s) to the CRM Email History folder and link each Email History item to the selected opportunity and also the contact and company the opportunity is linked to.

The user will be prompted to select the appropriate Opportunity to record this email to. The Email History item will be displayed.

http://www.nwtri.com/CRMextensions/Help/FaceIDsForOutlook2003And2007.doc


Action Description and Usage

Appointment orMeeting

Create a CRM Appointment that will be linked to the contact/company for which the custom action was launched.The "Meeting" and "Appointment" Actions do exactly the same function, use whichever is clearer for your users.

When an Appointment item is created from (or for) an Opportunity, Project or Workflow item then the new Appointment item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

<shift>click when launching this custom action will instead launch the “View” Action for Appointments and display a list of Appointments that are linked to the linked contact/company. You may then select to view Appointment(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Meeting Meeting (Next Action) Meeting (Phone Call) Meeting (Follow-on) Meeting (Personal) Meeting () Attach Link Meeting (Copy Notes) Meeting (No Notes) Meeting (For Project) Meeting (For Project) HideComplete Meeting (For Opportunity) Meeting (For Opportunity) HideComplete Meeting (For Ticket[SelectCCSServiceArea\Assigned Tickets]) Meeting (For Ticket[SelectFolder]) Meeting (For Ticket[TicketFoldersOptionName]) Appointment (T:Weekly Agenda)

See also Meetingtop Reference Index

ConfigData

Reads the entire contents of the specified section in the specified config item. Each of the entries in the config section are used in the custom action to modify the new item the custom action is creating.

Typical entries in the section is are formatted as FieldName = Value to support setting the fields in the new item with specific values. There are many other useful functions that are also supported and with these config entries and they are documented in the section on the "T:" parameter below.

Syntax: ConfigData (Section Name, Config Item Subject)

The default for “Config Item Subject” is “User Config”, so in most cases you will want to specify “CRM Extensions Config” or the subject of another configuration item if you are using a separate one for some of your custom action configuration information.



Examples: ConfigData (Section Name, CRM Extensions Config) ConfigData (Workflow Tasks, My Config Item)

top Reference Index



ConfigEntry Reads the contents of a configuration entry/option and is used to set fields in the new item being created by the custom action. Additional and related documentation can be found in the section on the "T:" parameter below.

Syntax: ConfigEntry (Section Name, Key Name, Config Item Subject)

Default for “Config Item Subject” is “User Config”, so in most cases you will want to specify “CRM Extensions Config” or the subject of another configuration item if you are using a separate one for some of your custom action configuration information.

Examples: ConfigEntry (Reply Templates, CRM Download Links, User Config)

top Reference Index

Company Create a new CRM Company

To create a CRM Company with the same Parent Ccompany as the item the action was launched from use the “Same Parent Company” parameter

If “No Links” is not specified then data is automatically copied from the contact of the Item to the new company and the new company gets linked to the “Parent Company” of the item

Note: as of CRM Pro version 5.4.136 this function now also supports T: functions so that you can set the new contact fields as necessary

Examples:

Company () Company (No Links) Company (T:TemplateName)

Contact Create a new CRM Contact

To create a CRM Contact for the same company as the item the action was launched from use the “Same Company” parameter


Examples:

Contact () Contact (Same Company) Contact (T:TemplateName

Copy Create a copy of the item, linked contact or linked company. Also may be used to copy emails to the CRM Email History folder and these will be properly linked to the appropriate contact and company.

The new copy of the item will be automatically displayed.

Warning: Users must not copy any of the CRM items manually within the CRM folders as this will duplicate one of the internal key values that must remain unique for proper linking of items in the CRM system. This is especially critical for “parent” type items such as Companies, Contacts, Opportunities, Projects and Workflow items.

Examples:



Copy This Item Copy (This Item) Copy Linked Contact Copy (Linked Contact) Copy Linked Company Copy (Linked Company) Copy (Selected Email to Email History) Copy (Selected Email to Email History) Display

top Reference Index



Create Will launch a set of predefined custom actions. Some think of this as an “Activity Series” or a set of workflow items. Basically this Create Action allows you to chain together as many custom actions as you would like, each one separated by the three characters <;>. Each of the custom actions within the chain can be as simple or complex a custom action as you need. For example, when a sale closes you may have 4 actions that should occur:

1) An Email thanking the customer for their purchase2) Create a Task for your order processing department due in 1 workday3) Follow-up phone call in 3 workdays using an entry on your calendar at 7am4) Reminder email to customer in 5 workdays

All 4 of these items can be create with one custom action using this “Create” Action.

The syntax is really quite simple:

Create (Custom Action1<;>Custom Action2<;>Custom Action3<;>Custom ActionN)

Each custom action within the create Action is to be a complete custom action structured just as if it was a standalone custom action. The special delimiter of <;> is used to separate each of the custom actions. The use of the “T:” templates is often very useful to automate the most (if not all) data input required for each of the custom actions

Custom actions later in the chain may reference fields of new items created earlier in the string by using the {{ObjectReference.FieldName}} type string. The “ObjectReference” part of this field replace string would be the entire text of the previous custom action that created the new item that contains the field you want to reference.

Examples: Create (Email<;>Task<;>Meeting<;>Deferred Email (CRMSendDate: {{#Select Date to send deferred

email#}}) Create (Email (C:<Email Templates>\Thank you for your order)<;>Task(T:New Order Task)<;>Meeting

(T:New Order Meeting)<;>Deferred Email (CRMSendDate: {{DateAdd.w,5,{{Now}}}}))

Assume:1) This “Create” custom action will be launched from the Opportunity form “Custom Action” function

(on the “CRM Functions” tab) when the sale is closed. Could also be set up to be launched from an Extensions field “Trigger” when the “Op Status” field changes to a value of “Won”.

2) The custom action the user will see in the droplist is called “Create new order workflow items”.

The following 3 configuration entries are required:1) In the CRM Options Manager on the *Ext Forms tab and “Custom Actions” option add the

following entry and move it to the order in the list of custom actions that you would like“Create new order workflow items”

2) In the CRM Extensions Config item in the [Custom Action Names] section add a new line with:Create new order workflow items= Create (Email (C:<Email Templates>\Thank you for your order)<;>Task(T:New Order Task)<;>Meeting (T:New Order Meeting)<;>Deferred Email (CRMSendDate: {{DateAdd.w,5,{{Now}}}}))

3) In the CRM Extensions Config item in the [Custom Action Templates] section add a new lines with:New Order Task(Subject)=New Order for {{Contact.FullName}} ({{Contact.CompanyName}})New Order Task(DueDate)={{DateAdd.w,1,{{Now}}}}New Order Task(Body)=Please processing the following order:<cr>Order Date:


Action Description and Usage{{Now}}<cr>Contact: {{Contact.FullName}}<cr>Company: {{Contact.CompanyName}}<cr>Sales Person: {{Owner}}<cr>Product 1: {{Product1}}<tab>Qty: {{Qty1}}<cr>Product 2: {{Product2}}<tab>Qty: {{Qty2}}<cr>Product 3: {{Product3}}<tab>Qty: {{Qty3}}<cr>Opportunity Name: {{Subject}}<cr>Opportunity Link: Outlook:{{EntryID}}New Order Meeting (Subject)=Order Followup for {{Contact.FullName}} ({{Contact.CompanyName}})New Order Meeting (Start)={{DateAdd.w,3,{{Now}}}} 7AMNew Order Meeting (Body)= Please place a follow-up order call today for the following order:<cr>Order Date: {{Now}}<cr>Contact: {{Contact.FullName}}<cr>Company: {{Contact.CompanyName}}<cr>Sales Person: {{Owner}}<cr>Product 1: {{Product1}}<tab>Qty: {{Qty1}}<cr>Product 2: {{Product2}}<tab>Qty: {{Qty2}}<cr>Product 3: {{Product3}}<tab>Qty: {{Qty3}}<cr>Opportunity Name: {{Subject}}<cr>Opportunity Link: Outlook:{{EntryID}}

top Reference Index



Data Views Will display the CRM Extensions “Data Views” window for a specific item, showing data in the specified folder, with the specified filter. This is a great want to provide one-click access to the Data Views window specifically configured the way your users typically like to see it.

Syntax: DataViews (FolderName, FilterBy, ViewName, PickItem, WindowHeight, WindowWidth)

FolderName = Company, Contact, Leads, User, Email History, Email Archive, Deferred Email, Journal, Journal Archive, Calendar, Task, Opportunity, Project, Other FoldersUse "<Current Folder>" to autoset this folder option based on the user's current Outlook folder.If omitted will use option "DataViewFolderformtype” on the *Ext General tab

FilterBy = Parent Company, Company, Contact, Opportunity, Project, User, OwnerUse sFilterBy = "<Active Item Type>" to set FilterBy=Contact if Active Contact exists or Filterby=Company for Active Company existsIf omitted will use option "DataViewFilterformtype” on the *Ext General tab

ViewName = View to be selected when the Data Views window is displayedIf omitted will use option "DataViewformtypeFolder” on the *Ext General tab

PickItem = Company | Contact | Opportunity | Project | User | <CurrentUser> will display a selection window for user to select the item for display in the Data Views window. The PickItem selected item (if selected) will override launch item, if no selection made then the launch item will be usedIf omitted the launch item will be used (no picker window is displayed)If no launch item is available then defaults change to: FilterBy = Owner and PickItem = <CurrentUser>

WindowHeight = Height Data Views Window will be when first Displayed. If omitted, will be displayed as user's last Height

WindowWidth = Width Data Views Window will be when first Displayed. If omitted, will be displayed as user's last Width

Notes: All parameters are optional When using the Extensions API call to launch this function there is an additional 2 parameters added to

the beginning: oItem and oSourceItemo oItem may be the item object as a variant or may be the EntryID of the item to be used (useful

for external system integration)o oSourceItem is usually to be the selected item in the Outlook folder, may pass Nothing if there

is no SourceItem

Examples: Data Views (Email History, Company) Data Views (<Current Folder>, <Active Item Type>) Data Views (Email History, Contact, Phone List, PickItem) Data Views (Task, Project, Simple List, PickItem) Data Views (Journal, Opportunity, Simple List)



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Deferred Email

Will create a CRM email (just like the “Email” Action) that will be created in the Extensions “Deferred Delivery Email” folder (located under the CRM “Users” folder). The deferred email will be held in the CRM system until the specified “CRM Send Date” at which time it will be sent either automatically or subject to user control. The emails are managed and sent using the Data Views window. There are options that provide for automatically notifying the user that there are emails that need to be sent or it can be left completely up to the user.

This “Deferred Email” Action supports all of the options and features of the “Email” Action (using “T:” templates, etc) but also has the additional parameter of “CRMSendDate:” used to specify the Date/Time the email is to be sent.

Related options are: “Deferred Delivery Email Folder” in section [Extensions Folders] in config item “CRM Extensions Config”

is used to control the placement of the deferred email delivery folder. If this option is not specified and a folder named "Deferred Delivery E-mail" is found under the CRM Users folder then it will be used. If the deferred delivery folder exists then, when Outlook is started, the Extensions will check for items with the “CRM Send Date” <= the current date and time. See also the “Deferred Email AutoSend Options” below. Settings in the user’s local folder will override the settings in the central config.Documentation: http://www.nwtri.com/CRMextensions/Help/CRM_Extensions_Options_Defined.htm#ExtensionsFolders

“Deferred Email AutoSend Options” in section [General Options] in config item “CRM Extensions Config” is used to control the auto sending of the deferred emails. Settings in the user’s local folder will override the settings in the central config.Documentation: http://www.nwtri.com/CRMextensions/Help/CRM_Extensions_Options_Defined.htm#GeneralOptions

<shift>click when launching this custom action will instead launch the “View” Action for Email History (not Deferred Email) and display a list of Email History that are linked to the linked contact/company. You may then select to view Email History(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Deferred Email (CRMSendDate: {{DateText.Tomorrow}} 9AM) AutoSend Deferred Email (CRMSendDate: {{#Enter deferred email send date/time#}}) Deferred Email (C:<Email Templates>\<SelectMultiple> CRMSendDate: {{DateText.{{!Enter deferred

email send date/time!}}) Deferred Email (For Opportunity C:<Email Templates>\<Select> CRMSendDate: {{DateAdd.d,7,

{{Now}}}})top Reference Index

Dial Displays the Outlook dialer for the specified CRM Contact. All of the contact’s phone numbers are loaded into the Outlook dialer with a suffix so that you know at a glance what each phone number is. (b)=Business, (m)=Mobile, (h)=Home, etc. You may override the default suffixes with the option on the *Ext General tab and display the contact and/or create a new Journal Item. Here are the options that control the behavior of this custom action.

*ExtGeneral tab, "Phone Dialer Opens Contact" (see documentation for these options in the tooltips in the TSCRM Options Manager for these options)

*ExtGeneral tab, "Phone Dialer Create Journal"

http://www.nwtri.com/CRMextensions/Help/CRM_Extensions_Options_Defined.htm#GeneralOptions

http://www.nwtri.com/CRMextensions/Help/CRM_Extensions_Options_Defined.htm#ExtensionsFolders



*ExtGeneral tab, "Phone Dialer Add Suffix"

<shift>click when launching this custom action will suppress the creation of the Journal item and only display the Outlook dialer.

Examples: Dial (Business)

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Email or E-mail

Email

Reply

ReplyAll

Forward

with T: parameter

Create a Email that when sent will be copied to the CRM Email History folder and will be linked to the contact/company for which the custom action was launched.

When an Email item is created from (or for) an Opportunity or Project or Workflow item then the new Email item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

<shift>click when launching this custom action will instead launch the “View” Action for Email History and display a list of Email History that are linked to the linked contact/company. You may then select to view Email History(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Email Email (For Opportunity) Email (For Opportunity) HideComplete Email (For Opportunity) No Notes Email (For Project) Email (For Project) HideComplete E-mail (For Workflow) E-mail (For Workflow [Customer Care]) Email (For Ticket[SelectCCSServiceArea\Assigned Tickets]) Email (For Ticket[SelectFolder]) Email (For Ticket[TicketFoldersOptionName]) E-mail (Forward to Contact) E-mail (Reply To Selected E-mail) E-mail (ReplyAll To Selected E-mail) Email (C:<Email Templates>\<Select>) AutoSend Email (C:<Email Templates>\<SelectMultiple>) AutoSend NoEmailHistory Email (T:Lead Followup) Email (Email2) Email (Email3) Email (EmailAll) Email () NoEmailHistory Email () No Journal Email () Attach Item E-mail () Attach Item shortcut E-mail () Copy Notes E-mail () No Notes E-mail () No Journal E-mail (KB Article)



E-mail (Approved KB Article) E-mail (C:<Email Templates>\<Select>) {{?{{^Select the options you want to the creation and sending of

these emails.{{vbcrlf}}{{vbcrlf}}Default is Display and Record to Email History|List|Display^AutoSend NoDisplay^AutoSend NoEmailHistory NoDisplay^Display NoEmailHistory|Display|<Cancelled By User>|^|NotSorted^}}?}}(build 5.3.60)

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Execute Will launch programs or URLs from within the CRM system and provide a way to pass CRM related information into these as they are launched. This becomes a very powerful way to provide integration with the other computing systems in your company environment or to provide useful links to internal or external website or URL based systems like Microsoft Sharepoint Portal Server.

Another interface option is to write a custom executable that takes command line parameters. Then you executable can read the commandline parameters and pass the information on to your other computing systems using the Application Programming Interfaces (APIs) of these other systems. This opens the integration door wide open to integrate the TSCRM / CRM Extensions system with just about any other external system.

The typical syntax for this “Execute” Action is:

Execute (Topic<,>File<,>Parameters<,>Directory<,>ShowCommand)

This Action actually launches the Windows ShellExecute command which has each of the above 5 options. You may actually pass in any of the valid 5 ShellExecute parameters, below is a summay of the most common.

The delimiter for the parameters may be either a comma or <,>

Topic = Open | Play | Find | Print | Explore | Properties | 0& (see below for explanation of these)

File = vbNullString | explorer.exe | Iexplore | %systemroot%\notepad.exe | c:\windows\media\notify.wav | news://msnews.microsoft.com/

= "mailto:[email protected][email protected]&[email protected]&subject=" & "Test Message&body=" & "Test message using the default email client."

Parameters is the command line parameters (if required) for “File” that will be executed

Directory = Default directory for the File parameter

ShowCmd = 10=ShowDefault | 2=ShowMinimized | 3=ShowMaximized | 1=ShowNormal (use the #s)

Parameters that include a path to a filename or folder on the “C:\” or “T:\” drives will need to use the alternate of “C+:\” and “ “T+:\” (added in Ext version 5.4.101) so that the custom action processor won’t get confused with the other “C:” and “T:” parameters for templates.

OR Using anyone of the following parameters will launch the respective TSCRM button. Most are located on the main TSCRM toolbar on the main Outlook window.

With the TSCRM prefix TSCRM.ProcessButton TSCRM.ContactButton TSCRM.ActivitiesButton TSCRM.ContactComboBox TSCRM.AssociateButton TSCRM.NewMailButton TSCRM.ReplyMailButton TSCRM.JournalMailButton TSCRM.JournalButton



TSCRM.TaskButton TSCRM.AppointmentButton TSCRM.DocumentsButton TSCRM.NewProjectButton TSCRM.DashboardButton TSCRM.ItemSyncMenu TSCRM.HelpButton

TSCRM.AttachmentsButton

With the CRMExt prefix

CRMExt.DisplayProjOpLinks Displays link manager to delete links or display items

CRMExt.ProcessLocalFailures Executes the function to process all local failures.

CRMExt.Quit May be used if action was not launched from the target form (more direct, no timer)

CRMExt.ReloadOptions Reloads all CRM Extensions and TSCRM options (same as CRM menu / Reload Options)

CRMExt.Save May be used if action was not launched from the target form (more direct, no timer)

CRMExt.SetCompanyLink Will set (overwrite any existing) TSCRM primary company link for the item

CRMExt.SetProjectLink Displays picker for user to add links to additional Opportunity / Project / Ticket itemsSyntax: Execute (CRMExt.SetProjectLink,Project|Opportunity|Workflow|Ticket|Project and Opportunity)Example: Execute (CRMExt.SetProjectLink, Ticket) will display list of CCS Tickets to link the item to.

For items with CRM Extensions custom forms the following (as of version 5.4.0) will execute the corresponding function within the vbScript code in the item. This is useful for launching these functions for the user and/or as part of another process.

CRMExt.BillableItem CRMExt.btnBillJournalToProject CRMExt.btnCustomAction CRMExt.btnDashboard CRMExt.btnDataViewsDisplayForm CRMExt.btnDeleteJournalAndRemoveBilling CRMExt.btnDialerPhone1 CRMExt.btnDirectoryAndFileLink CRMExt.btnEmailToContact



CRMExt.btnExternalFunctions CRMExt.btnHelpPage2 CRMExt.btnInsertText CRMExt.btnJournalForContact CRMExt.btnLinkSelectedProjOp CRMExt.btnMeetingForContact CRMExt.btnOpportunityForContact CRMExt.btnProjectForContact CRMExt.btnProjects CRMExt.btnQuit CRMExt.btnRemoveBillingFromProject CRMExt.btnSave CRMExt.btnSetItemContact CRMExt.btnTaskForContact CRMExt.btnUpdateNextActionInfo CRMExt.btnUpdateParentInfo CRMExt.btnViewAllJournalItemsForContact CRMExt.btnViewProject CRMExt.lblCopyNotes CRMExt.lblProjectsOpportunities CRMExt.lblViewCompany CRMExt.lblViewFullName CRMExt.ExternalEvent:CustomSubNameInFormVBScript Example:

Execute(CRMExt.ExternalEvent:UpdateExternalDataBase)Very useful in Custom Actions for Ribbon functions

For Email History items without CRM Extensions custom forms the following (as of version 5.3.85) will execute the corresponding function within the vbScript code in the item. This is useful for launching these functions for the user and/or as part of another process.

CRMExt.btnDataViewsDisplayForm Displays the CRM Extensions DataViews form for the item with default settings.

CRMExt.btnLinkSelectedProjOp Displays picker to link selected Opportunities and/or Projects

CRMExt.btnQuit Close item without saving (and *no* prompt of “Do you want to save changes”)

CRMExt.btnSave Save and Close item

CRMExt.btnSetItemContact

CRMExt.btnUpdateParentInfo Executes the internal function up update child item with parent info. May add your own fields to the set of fields that get update with the 3 options in CRM



Extensions Config / General Options /

CRMExt.lblViewFullName Displays the linked CRM Contact

CRMExt.lblViewCompany Displays the linked CRM Company

Examples: Execute (Iexplore<;>www.nwtri.com) Execute (Open<,>XferExe<,> {{Company.CustomerID}}, {{Close Date}},{{Product1}},{{Qty1}},

{{Product2}},{{Qty2}}, {{Product3}},{{Qty3}}<,><,>2) Execute (TSCRM.DocumentsButton)

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External Function

ExtFun

EF

Icons depend on the function:

File

Folder

URL

Word

Excel

Access

PowerPoint

FTP

Executable

URL in DataViews browser pain.

Will launch any of the External Functions that have been setup for the launch item type or if that list of External Functions is empty then the “Contact External Functions” (*Ext Forms tab) will be used.

Syntax: External Function (External Function Name, FormName, External Function Link)

External Function Name = the name of the specific External Function that is to be launched.

FormName = (optional) The CRM form name to be used to get the “External Function Name” from (See the related options list below for the form names (Appt can also be Appointment or Meeting). This parameter is optional and when not specified this function will use the list from the launch item and if that list if empty then the list for the “Contact External Functions” on the *Ext Forms” tab will be used.

External Function Link = (optional) If provided, then this External Function Link will be used for this function instead of doing the lookup with the External Function Name. In most cases this will be much easier to set up and maintain because it avoids setting up the function and link for this and you may want to put this custom action on a toolbar button so the user will not see this link anyway. When this link is used then the first parameter (External Function Name) is only used in Message Box displays that the user may see from this function so use any text you would like that would be useful in identifying to the user that is it information about this function. The second parameter is not used. Default=blankLinks that include a path to a filename on the “C:\” or “T:\” drives will need to use the alternate of “C+:\” and “ “T+:\” (added in Ext version 5.4.101) so that the custom action processor won’t get confused with the other “C:” and “T:” parameters for templates.

These parameters are delimited (separated) by a comma or <,>

Related Options: Contact External Functions *Ext Forms tab Company External Functions *Ext Forms tab Journal External Functions *Ext Forms tab Task External Functions *Ext Forms tab Appt External Functions *Ext Forms tab Opportunity External Functions *Ext Projects tab Project External Functions *Ext Projects tab Pipeline External Functions *Ext Pipeline tab Teamwork External Functions *Ext Teamwork tab

Examples: External Function (Display company folder) External Function (Opportunity Status to Excel, Opportunity) ExtFun (Sales Info Folder, Contact) No Item Launch Notepad displaying the “my test notepad file.txt” file on the user’s C:\” drive

EF (Notepad Test<,><,>EXE: Notepad, C+:\my test notepad file.txt) Do an export to a word template and have the user select the template from a list of document template

names. The document list is maintained in “CRM Extensions Config” in a new section called “[Individual Document Templates]”.ExtFun (Customer Intro Template<,> <,> Word: File={{App.Path}}\Sample Files\{{^Select Word Template from Droplist|List|{{INIKeys.Individual Document Templates}}|WordDataFeed.doc||; |Not



Sorted^}}, FileType=DataFeed, Journal Option=None,Word Display=Yes, Word Save=Yes)top Reference Index



FormPageHide

Used to Hide (visible=False) a form tab on an Outlook form.

The Parameter is the exact case sensitive name of the Outlook form tab.

Can also use the standard set of objects as a prefix to ensure that you are applying this action to the correct form.

Note: Test this function in your application before you rely on it for a particular implementation.

Syntax: FormPageHide (FormTabName)

Example: FormPageHide (Relationships)

FormPageShow

Used to Show (make visible) a form tab on an Outlook form.




Syntax: FormPageShow (FormTabName)

Example: FormPageShow (System)

FormPageSetCurrent

Used to set the specified tab as the currently visible tab for the user.




Syntax: FormPageSetCurrent (FormTabName)

Example: FormPageSetCurrent (DataViews)

Filter The “Filter” Action is used to run a custom action for a filtered set of items in any Outlook folder. An Outlook folder filter string is used to restrict the folder items to the set that matches the filter, then the specified custom action is run for each of the items in the filtered set. This is typically used with either the:

1) Update Action to perform simple or complex updates on a set of Outlook items

2) Email Action to perform the equivelant of a mail merge to create an email for each of the filtered items. These emails can be a simply formatted email or may use an Extensions “Email Template” for nice professionally formatted emails with or without attachments.

While these are the most common custom actions used with this “Filter” Action, however, please note that any custom action may be run for each of the filtered items.

Syntax: Filter (Folder: FolderPath, Filter: Outlook folder filter, CustomAction: Any Custom Action)

FolderPath = any valid Outlook folder path (e.g. \\Public Folders\All Public Folders\TeamScope CRM\Contacts) or Extensions folder shortcut

Outlook Folder Filter = any valid Outlook folder filter (e.g. [Field Name] = ‘field value’) or “<None>” to process all items in the folder

Any Custom Action = is any valid and complete custom action or custom action name, keyname



may be either 'CustomAction=' or 'CA=' is also a supported abbreviation

Delimiter between these 3 options is either a comma or <,>

All 3 SubParameters are required and are order independent, case insensitive and spaces in "Custom Action" and/or around the all the colons ":" sign are ok

Note: {{Field Replace}} substitutions are supported for each of the 3 parameter values

Examples:

Filter (Folder: <Contacts>, Filter: [Contact Type]='Customer', CustomAction: Email (C:<Email Templates>\New Product Announcement) No Display AutoSend No Email History)

Filter (Folder: <Contacts>, Filter:<None>, CA:Email(C:<Email Templates>/<SelectSingle>) NoEmailHistory AutoSend NoDisplay NoItem) NoItem

Filter (Folder: <Contacts>, Filter: [Contact Type]='Customer', CA:Email(C:<Email Templates>/<SelectMultiple>) NoEmailHistory AutoSend NoDisplay NoItem) NoItem

Filter (Folder: <Opportunities><,> Filter: [Customer ID] = ‘’ AND [Mileage] <> ‘’<,>CustomAction: Update (T:Update Customer ID))

Entry in CRM Extensions Config à [Custom Action Templates] section is:

Update Customer ID (Customer ID)={{Company.CustomerID}})top Reference Index

http://www.nwtri.com/CRMextensions/Help/FieldReplacementFunctions.htm



Import The item (usually the selected item) is Imported into the corresponding TSCRM Folder for the item type (Contact, Calendar, Journal, Task)

The Parameter can contain any of the following keyword in any order space and case InSensitive

Parameter containing "NoCRMSyncSetup" will override bUpdateSourceForCRMSynchronizer = true and NOT update the imported item for CRM Synchronizer

Parameter containing "Silent" will override turn off any typical error messages (only critical messages will be displayed)

Parameter containing "Display" will cause the imported item to be displayed after it has been moved into the CRM folder (default=No Display)

Parameter containing "Leads" will switch the target folder to be the CRM Leads folder (for contact type items)

Parameter containing "Convert" will bypass the Move/Copy and set MsgClass and CRM Links (same settings apply as for Import)

Parameter containing "Opportunity" will force a display of Opportunities to link the imported item to

Parameter containing "Project" will force a display of Projects to link the imported item to

Parameter containing "Workflow" will force a display of Workflow items to link the imported item to

Parameter containing "Ticket" will force a display of Tickets to link the imported item to

Parameter containing "Hide Complete" will hide the completed Opportunities/Projects if ProjOp is to be linked to

Parameter containing "Prompt4ProjOpForm" will Prompt the user to select the "Project" folder form to be used in the conversion

<shift> down will flip Display action (default is No Display so <shift> will display Imported item)

<control> down will display Opportunity picker for linking Imported item to an Opportunity

<control><shift> down will display Project picker for linking Imported item to an Project

INI Write Writes to INI type configuration files. This is very useful when you have an INI file on your computer that needs to be updated with a specific value.

Syntax: INI Write (SectionName, KeyName, KeyValue, INIPath, Silent)

SectionName = Section Name in the INI file that contains the KeyName option. The Section will be added if it does not exist

KeyName = INI Key Name that KeyValue will be written to. The KeyName will be added if it does not exist.

KeyValue = Value to be written to SectionName / KeyName. Leading and trailing spaces are *not* trimmed off so most likely you will want the delimiting commas around your KeyValue without spaces.Note: that all carriage return/linefeeds will be translated to <cr> and tabs into <tab> strings to avoid conflicts with standard INI file formatting.

INIPath =The complete path to the INI file including the filename. The default directory is the CRM Extensions install directory under “Program Files” and the default filename is “CRM Extensions Data.INI”. If you are specifying a drive letter with a colon you will need to use {{colon}} in place of the colon (ex.



C{{Colon}}\Program Files\TeamScope\TeamScope CRM…)

Silent = Include the word “Silent” to suppress any error messages related to writing to the INI file (default = False, messages are displayed).

Example uses:

Set the flag to flush the TSCRM Contacts Cache next time Outlook is started so you can clear out the TSCRM Active Contact droplistINI Write (Outlook Startup,Clear TSCRM Contacts Cache,Yes,CRM Extensions Data.INI, Silent)

Set the flag to clear the Outlook forms cache at Outlook startupINI Write (Outlook Startup, Auto Clear Outlook Forms Cache,Yes,CRM Extensions Data.INI, Silent)

Set the size of the DataViews window for the specific computer the user is currently on. This is useful if the user is on a laptop with a smaller (1024x768) type screen resolution and would like to set the default Data Views window size to “Condensed”INI Write (General Options, Data Views Window Size,Condensed)

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Journal Create a CRM Journal that will be linked to the contact/company for which the custom action was launched.

When an Journal item is created from (or for) an Opportunity or Project or Workflow item then the new Journal item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

When a parameter for a journal is not recognized by the system then the Journal create function will attempt to set the “Entry Type” field (Journal.Type) = to the text of the parameter. If the text of the parameter is in the Entry Type droplist then the field will be successfully to the parameter text. You could also use the T: parameter to set the Journal type.

For the “Lead Qualification Journal” template example (below) you would add an entry into the [Custom Action Templates] section in CRM Extensions Config that references your TSCRM “Reply Template” for “Lead Qualification Questions” as:Lead Qualification Journal (Body)=ConfigEntry (Reply Templates, Lead Qualification Questions, User Config)

<shift>click when launching this custom action will instead launch the “View” Action for Journal and display a list of Journals that are linked to the linked contact/company. You may then select to view Journal(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Journal Journal (Phone Call) Journal (Phone Call T:Lead Qualification Journal) Journal (Next Action) Journal (Billable) Journal () Copy Notes Journal () No Notes Journal (For Project) Journal (For Project) HideComplete Journal (For Opportunity) Journal (For Opportunity) HideComplete Journal (For Ticket[SelectCCSServiceArea\Assigned Tickets]) Journal (For Ticket[SelectFolder]) Journal (For Ticket[TicketFoldersOptionName]) Journal (Selected Email) Journal (Selected Email to Project) Journal (Selected Email to One Project) Journal (Selected E-mail to Customer Care) Journal (Selected E-mail to Workflow) Journal (Selected E-mail V3)

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KB Article Create a KB(knowledgebase) Article that will be linked to the contact/company for which the custom action was launched.

Note: KB Articles are part of the TeamWork option for the CRM Extensions

<shift>click when launching this custom action will instead launch the “View” Action for KB Articles and display a list of KB Articles that are linked to the linked contact/company. You may then select to view KB Article(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: KB Article (Attach Item) Copy Notes KB Article () Link Item KB Article ()Attach Item

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Lead Create a new CRM Lead

To create a CRM Lead for the same company as the item the action was launched from use the “Same Company” parameter


Examples:

Lead () Lead (Same Company) Lead (T:TemplateName)

No index entries found.

Log or Record

Log the selected email to the launch item. A copy of the email is made to the CRM Email History folder and the copy is linked to the CRM Contact and Company of launch item.

The "Log" and "Record" Actions do exactly the same function, use whichever is clearer for your users.

<shift>click when launching this custom action will instead launch the “View” Action for Email History and display a list of Email History that are linked to the linked contact/company. You may then select to view Email History item(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

See also Record

Examples: Record (Selected Email) Record (Selected Email to Company) Record (Selected Email to Opportunity) Record (Selected Email to Opportunity) HideComplete Record (Selected Email to Project)



Record (Selected Email to Project) HideComplete Record (Selected Email to One Opportunity) Record (Selected Email to One Project) Log (Selected Email) Display Log (Selected Email to Workflow) Log (Selected Email to [Customer Care])

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Lookout Will submit a context sensitive search query to the “Lookout” search toolbar and display the search results in a new Lookout window. If your organization uses the Lookout desktop search engine this is a great way to provide one-click searches for CRM related data.

Two Parameters are available for the Lookout Action:

1) Is “Search Assistant” which will launch the NWTRI Search Assistant to assist you with running advanced queries with the Lookout search engineExample: Lookout (Search Assistant)

2) Is a method to submit a predefined search string directly to the Lookout search engine. The search string is first processed for any {{Field Replace}} functions and the search string is submitted to the Lookout search engine for the user the search is launched. After launching the custom action the next thing the user will see is the Lookout search results window.

Syntax: Lookout (Query Name)

The “Query Name” is used to lookup the search text that you store in TSCRM Options Manger Processing Modes à Lookout à Reply Templates where the “Query Name” is the reply template name the search text that is to be submitted to Lookout is in the “Value” side of the reply template (i.e. the reply template text)

Examples: Lookout (Search Assistant) Lookout (T:KB Articles wPrompt)

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Mail Merge Will launch the TSCRM Mail Merge function. This function will also set the TSCRM Active Contact to be the linked contact of the item the custom action was launched for so that the Mail Merge function may be used to create templated Word documents, faxes and emails for the Active Contact. This custom action provides the same functionality as the mail merge button on the basic TSCRM contact form (with the MS Word icon).

Example: Mail Merge

Meeting or Appointment

Create a CRM Appointment/Meeting item that will be linked to the contact/company for which the custom action was launched.

The "Meeting" and "Appointment" Actions do exactly the same function, use whichever is clearer for your users.

When an Appointment item is created from (or for) an Opportunity or Project or Workflow item then the new Appointment item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

<shift>click when launching this custom action will instead launch the “View” Action for Appointments and display a list of Appointments that are linked to the linked contact/company. You may then select to view Appointment(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

See also Appointment

Examples:




Meeting Meeting (Next Action) Meeting (Phone Call) Meeting (Follow-on) Meeting (Personal) Meeting () Attach Link Meeting (Copy Notes) Meeting (No Notes) Meeting (For Project) Meeting (For Opportunity) Meeting (For Ticket[SelectCCSServiceArea\Assigned Tickets]) Meeting (For Ticket[SelectFolder]) Meeting (For Ticket[TicketFoldersOptionName]) Appointment (T:Weekly Agenda)

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MsgBox Displays a message box to the user. The Parameters dictate the type of message box (Question, Information, Exclamation, etc), the message in the box and which buttons are displayed.

Delimiters for these parameters are either | or <|>

Syntax: MsgBox (Message|Buttons|BoxTitle)

Message = the message in the box that will be displayed to the user. (required)

Buttons = the number and type of buttons displayed to the user. Use the VB constants for MsgBox or {{vbOkOnly}} as described in the {{FieldReplace}} documentation. (default=vbOKOnly)

BoxTitle = The title text you want in the top title area of the box (default=CRM Extensions)

Examples:

Msgbox (This is the text for user)

MsgBox (This is what you need to do next|{{vbInformation}})top Reference Index

MultiCheckList

Displays the CRM Extensions Selector for the user to select item(s) which are then used to run the specified Custom Action for each selected item.

The selected item(s) is communicated/passed to the Custom Action through the {{Ext.MultiCheckValue}} Extensions variable so the custom action will need to incorporate this value into the custom action

This function is also available in the {{Field Replace}} format see doc for {{%MultiCheckBoxList Prompt Parameters%}}

Syntax: MultiCheckList(MultiCheckBoxList Prompt Parameters) Parameters 1 to 10 are defined below

The user selected value(s) will be loaded into {{Ext.MultiCheckListValue}}(Note: the loaded value is stripped of any leading and trailing spaces)

Then the CustomAction will be launched so you will need to incorporate the {{Ext.MultiCheckListValue}} into the setup of your CustomAction text and/or "TK:" processing If the Custom Action text has any {{FieldReplace}} strings in it you MUST use a "Custom Action Name" entry here so that the {{FieldReplace}} only occurs AFTER the MultiSelect box is displayed.

After processing the last user selection(s) with CustomActionText the {{Ext.MultiCheckValue}} will be set to the user's selections (multiple selections delimited by "ListEntry Delimiter(5)"

Return Values:Nothing is returned when this function is used from the "MultiCheckList(Parameters)" custom actionTherefore CustomActionText (Parm#10) must be provided for this Custom Action to do anything of value

Parameters 1 thru 10 Defined:(1) UserPromptText(optional) = Any text to instruct the user what the droplist entries are for. If omitted then

default instructions will be displayed.


Action Description and Usage(2) SingleSelect/MultiSelect = must be either "SingleSelect" or "MultipleSelect" (default)

(3) List Entries delimited = DroplistValue1; DroplistValue2; DroplistValue3 (default=Yes; No) (4) Default Selection displayed = Must either be one of the entries in the "List Entries(2)", OR If numeric then that list item will be selected by default (1 based list counting), default = no default selectionNote: If passing in a numeric and you specify "Sorted" then your source list should be sorted so your index(numeric) will match the entry you are expecting (5) Cancel Value = Must either be one of the entries in the "List Entries(2)", OR If numeric then that list item will be used as the cancel value (1 based list counting), default = "<Cancelled By User>"Note: If passing in a numeric and you specify "Sorted" then your source list should be sorted so your index(numeric) will match the entry you are expecting (6) Delimiter for ListEntries = Any text character(s) that separates each List Entry (usually semicolon space).If the EntryList is include with {{ConfigEntry...}} then you would likely use "; "If a config section is being used as the ListEntries then use {{Join.ConfigSection.ConfigSectionName, ConfigItemSubject,; }}If a space is to be your delimiter character then use {Space}{SemiColonSpace} is also supported and will be translated to "; " for youIf this is part of a larger Custom Action then you will need to be mindful of which delimiters are processed when so this delimiter does not get processed before it should (7) Sorted/Not Sorted = Determines if the Droplist Values should be loaded in "Sorted" order or "Not Sorted" so that the list appears in the order provided in the "List Entries" parameter (default=Not Sorted) (8) Height = Height of the ListBox window (default=6000) (9) Width = Width of the ListBox window (default=5300) (10) CustomActionText = Custom Action that will be launched once for each selection in the list.

Notes:1) The Parameters for the Custom Action syntax are Identical to the {{% and %}} replace function2) {{%Parameters%}} are processed in the same way as the other {{!InputBox!}} and {{^DropList^}} functions3) Use of this MultiCheckList custom action is only useful if a CustomAction is passed in as Parm#10, otherwise nothing would be accomplished (nothing to pass the user's selections back to, use {{%Parameters%}} function instead)

Example of {{Field Replace}} format: {{%Select applicable Product Introduction Email Templates | MultipleSelect | {{ConfigData.Test ET Subjects,Custom Form Lists,; }} | 1 | |; | Sorted | 7000 | 12000 | CA4MultiCheckBoxSelectorTest%}}

Example of Custom Action format:

MultiCheckList(Select applicable Product Introduction Email Templates | MultipleSelect | {{ConfigData.Test ET



Subjects,Custom Form Lists,; }} | 1 | |; | Sorted | 7000 | 12000 | CA4MultiCheckBoxSelectorTest)

**Entries in "Custom Form Lists"** (used for examples above)

[Test ET Subjects]

Exchange Cached Mode slow due to large local storage (OST) file

Exchange Performance Analyzer

Exchange Server Settings (recommended for TeamScope CRM)

CRM Info

CRM Info Email

**Entries in "CRM Extensions Config"**

[Custom Action Names]

CA4MultiCheckBoxSelectorTest=Email(CI:<Email Templates>\{{Ext.MultiCheckListValue}})'Parameters: UserPromptText | SingleSelect/MultipleSelect | List Entries delimited | Default Selection displayed | Cancel Value | ListEntry Delimiter | Sorted/Not Sorted | Height | Width | CustomActionText

Example Display:



Multi Link Will display the Extensions picker window for the specified folder to Multi Link the selected items to the item the Custom Action was launched from.

Multi Linked items are viewable from the DateViews form tabs and/or the DataView window OR from the Multi Link picker window OR from the “View” menu on the item’s ribbon (Outlook 2007/10 only).

For example if a Journal is to be Multi Linked to multiple Contacts and/or Companies (in addition to the default BillingInformation/Mileage CRM Links) the this Custom Action would be launched from the Journal item for the user to select the contact(s) that should also be linked to the Journal. Then, from the Journal will be viewable from the contact’s DataViews tab.

Syntax: Multi Link(Item Type to Link to)

Possible Values for “Item Type to Link to”:

Tested options:

Contacts Companies Leads Users

UnTested options:

Opportunities Projects Workflow [Workflow Entry Name] (see: *Ext Teamwork / Teamwork Workflow Folders) Tickets [Ticket Folder Entry Name] (see: *Ext Tickets / Ticket Ticket Folders)

Examples:

Multi Link (Contacts) Multi Link (Companies) Multi Link (Leads) Multi Link (Users)

New Item Generates a New Item In ANY Outlook folder and with ANY MessageClass and sets any field in New Item to any values (with "{{ReplaceFields}}") and by defaults sets up all of the standard CRM and Extensions links (Company, Contact, Opportunity, Project, Outlook links collection).

When a “New Item” item is created from (or for) an Opportunity or Project or Workflow item then the new “New Item” item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

If the “T:” prefix on the parameter is omitted and the text of the parameter is found in either of the Templates locations then the parameter is treated as a T: Template name.

When the <shift> key is down when a “New Item” Action is launched the user will see a list of items in the New Item folder filtered by the Contact/Company or display all items, just as the <shift> key does for other Actions that create items like Journal or Email.

The custom action parameter will usually will be T:ConfigData(...) or just ConfigData(...) or could be New Item(C:<Ticket Template>\New Ticket T:ConfigData(...))



ConfigData will point to a Configuration Item section that contains at least first 2 of the following entries and then other entries as desired to properly build your New Item :

1) NewItemCreateInFolder=\\Public Folders\All Public Folders\rest of path or Extensions folder shortcut

2) NewItemMessageClass=IPM.Task.TicketMay specify "<Default>" to use the default MessageClass for NewItemCreateInFolder folder

3) TicketField1=Value (supports {{ReplaceFields}})

4) TicketField2={{Contact.WhateverFieldName}}

5) Item ID={{GUID}}

6) Save

7) Parent.Ticket ID={{Item ID}}

8) Parent.Ticket EntryID={{EntryID}}

9) Parent.Save

Etc

Important Notes: Action Parameter may contain a "C:" parameter to create the new item from a copy of a template.

o NewItem will be Moved To config entry for NewItemCreateInFolder

o NewItem.MessageClass will be set to config entry for NewItemMessageClass

o Then all of the rest of the ConfigData entries will be applied (as above example)

If the “C:” is not used then the custom action parameter must contain a “T:ConfigData(…)” entry and the “NewItemCreateInFolder” must be the first entry in the “ConfigData” section and “NewItemMessageClass” must be the second (as noted above)

Additional parameters specific to creating new items are documented in the “Parameters” section below.

<shift>click when launching this custom action will instead launch the “View” Action for New Item folder items and display a list of these items that are linked to the linked contact/company. You may then select to view item(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: New Item (ConfigData(SectionName, CRM Extensions Config)) New Item (C:<Ticket Templates>\New Ticket T:ConfigData(SectionName, CRM Extensions Config)) New Item (For Project C:<Ticket Templates>\New Ticket T:ConfigData(SectionName, CRM Extensions

Config)) New Item (ConfigData(Private Journal Note, CRM Extensions Config))

The CRM Extensions Config section would look like the following to create a Journal in the user’s private Mailbox Journal folder and have the Journal linked to the CRM Contact / Company.[Create Private Note]NewItemCreateInFolder=<Mailbox Journal>



NewItemMessageClass=<Default>Subject=Note for {{Contact.FullName}}({{Contact.CompanyName}})

Then to view these private Journals linked to the CRM Contact you would use the DataViews function with the Other Folders droplist. Enter this droplist value in the CRM Options Manager / *Ext General tab / Data Views Other Folders option like: Private Note, <Mailbox Journal>, Entry List

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Opportunity Create a CRM Opportunity that will be linked to the contact/company for which the custom action was launched.

When an Opportunity item is created from (or for) an Opportunity or Project or Workflow item then the new Opportunity item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

The parameters can be any of the following shortcut notations which will be replaced with their respective full values to set up the name for the new Opportunity item (sets fields: Opportunity Name and Subject)

FN = FirstName LN = LastName FullN = FullName CO = CompanyName CAT = Categories

<shift>click when launching this custom action will instead launch the “View” Action for Opportunities and display a list of Opportunities that are linked to the linked contact/company. You may then select to view Opportunities(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Opportunity Opportunity (Select Form) Opportunity (Widget1 for LN (CO)) Opportunity (Widget2 – CO Select Form)

Note: “Select Form” will be removed from the parameter textop Reference Index

Pick Item The "PickItem" Custom Action is used to run any Custom Action for user selected item(s) from the Extension Picker window{{FieldName}} replacement strings are supported for all portions of the Custom Action Parameter

Syntax of sAction is: PickItem (Folder: folderparms<,>Filter:filterparms<,>GO:gridparms<,>SO:searchboxparms<,>CA:customaction<,>Return:returnparms)

Note: that "Return:" is only used when called from the {{PickItem.parms}} function

The details for the Action Parameters is:

Folder:= folder path or <Folder> shortcut designation (default=<Contacts>)

Filter:=Outlook filter in [FieldName] = 'Value' format (default=no filter)

GridOptions/GO: (default=default grid options for specified folder), options may be delimited by either: | or <,> or ,(comma) or {{comma}}

Syntax: GridOptions:CaptionText|INISectionName|SelectionType|FilterOption|MsgClassBeingDisplayed|


Action Description and UsageFormHeight|FormWidth|DisplayNotesPaneOrder dependent options are: CaptionText= form the picker window (default=Select Item(s) for Custom Action: " & sCustomAction) INISectionName= (located within CRM Extensions Config) to overide the Extensions defaults for the

folder (default=Extensions defaults for the CRM Folder)Note: square brackets are required, example: [Section Name]

SelectionType = SingleSelect Or MultiSelect(Default = MultiSelect) FilterOption= is a standard OOM type Outlook filter to filter the items to be shown in the folder, may

also +HideFilter I think (default="Display All+HideFilter") MsgClassBeingDisplayed= is the form message class that is to be used to collect the custom field mapi

IDs for displaying in each grid column (default=folder default form) FormHeight = (Default = 7500) FormWidth = (Default = 8000) DisplayNotesPane= ShowNotesPane|HideNotesPane (default=HideNotesPane) OnTop=OnTopChecked|OnTopUnChecked|Checked|UnChecked (default=None, use Extensions

default) CurSelectedEntryIDs=<None> or list of EntryIDs to be selected in Grid (default=Active Contact or

selected contact)

SearchOptions/SO: (default=No search window displayed, user may launch search manually)Syntax: SearchOptions:SearchTextPS|CaseT/F|SearchColumnName|ExactMatch or Prefix or Contains (default=Contains)|AutoRun|SearchTextSS|CaseT/F|SearchColumnName|ExactMatch or Prefix or Contains (default=Contains)|AutoRunThese are 2 sets of the same options, 1) for Primary Search and 2) for Secondary SearchUse a prefix of <Advanced> to indicate that the Advanced search function is to be used which support both of these sets of search options (Primary and Secondary)If the <Advanced> prefix is omitted then the original Search box is used and then only the first set of search options is supported. SearchTextPS= text to be placed in the *Primary* Search, "Search Text" box (synonyms will be auto

looked up) (default=blank) CaseT/F= T|F use a "T" or an "F" or "CaseSensitive" for this parameter (default=F for Case InSensitive,

Not Case Sensitive) SearchColumnName= Column name exactly as it appears in the grid as the column to search on or "All

Grid Columns" (default=All Grid Columns) SearchType = ExactMatch Or prefix Or Contains(Default = Contains) AutoRun= AutoRun|Blank or True|False (default=blank to not autorun the search) SearchTextSS= text to be placed in the *Secondary* Search, "Search Text" box (synonyms will be auto

looked up) (default=blank) CaseT/F= T|F please either a "T" or an "F" for this parameter (default=F for Case InSensitive, Not Case

Sensitive) SearchColumnName= Column name exactly as it appears in the grid as the column to search on or "All

Grid Columns" (default=All Grid Columns) SearchType = ExactMatch Or prefix Or Contains(Default = Contains) AutoRun= AutoRun or blank (default=blank to not autorun the search) Example for Advanced search: SearchOptions:<Advanced>Bank|F|CompanyName|Contains|No|Bob|F|

FirstName|Prefix|AutoRunWill AutoRun the Advanced search for "Bank" in CompanyName column and "Bob" in the FirstName


Action Description and Usagecolumn

CustomAction:= any valid custom action or custom action name, keyname may be either 'CustomAction:' or 'CA:' is also a supported abreviation (default=Display Selected)

may also specify a Custom Action or Custom Action Name"<GridButton>" as a prefix will display the "Launch Action" button on the picker grid (modeless) and allow the user to launch the Custom Action for the selected items from within the grid. When used no selected items will be passed back"Display Selected" as the custom action value will also cause the "Launch Action" button to be visible (with Caption of "Display Selected")

The CustomAction specified may contain the following options to further configure the “PickItem” behavior:

Caption:ButtonCaptionText may be specified as the LAST option of this CustomAction to control the text of the “Launch Action” button on the picker grid. This is the button the user clicks to run this custom action for the selected grid row(s)

<ClearGridSelectionAfterCustomAction> may be specified to automatically clear the grid selections after the custom action is run (specified as a CA Option before "Caption:...")

<NoPleaseWait> may be specified to suppress the "Please Wait" dialog from being displayed (specified as a CA Option before "Caption:...")

When CustomAction: parameter is used: The picker window, when CustomAction: parameter is used will be a Modeless window (can click

on other Outlook windows) The picker window will not close when the “Launch Action” or “Display Selected” button is

clicked so that the user can run the action for multiple different selections. The picker’s “OK” button switches to “Close” so the user closes the picker window with the “Close” button

The picker window will be displayed with “Always on Top” being checked. User can uncheck to allow the picker window to be covered by other windows.

Examples: PickItem(Folder:<Contacts><,>SO:Defaults<,>CA:<GridButton>SetAsActive(Contact)Display<Cl

earGridSelectionAfterCustomAction><NoPleaseWait> Caption:Set As Active)Can be used in place of the standard Extensions SetAsActive button on the main CRM toolbar to display the picker window and keep it open for setting multiple active contacts and displaying the contact record.

Return: Will return values from the selected grid row(s) from the specified columnSyntax is: Return: Column#, Delimiter, Options (these parameters are order specific and my be delimited by either: | or <,> or ,(comma) or {{comma}}Return Options are: Column# is the column number within the grid that is displayed here. this is used as the array index of

the values returned from the grid in the vSelGridRowsPICK array (default=1) Delimiter is the character(s) that separate the returned values (default=; (semicolon space)) Options can be any combination of "NoBlanks" (to avoid collecting blank values), or "<Sum>" to sum

the values in the specified column for the selected rows.



Usage Notes: Delimiter between all options can be either a comma or <,> All 5 SubParameters are order independent and case insensitive and spaces in "Custom Action" and/or

around the "=" sign are ok Folder: and CustomAction: parameters are required

Example: Filter (Folder: <Contacts>, Filter: [Contact Type]='Customer', CustomAction: Email (C:<Email

Templates>\New Product Announcement)) PickItem(Folder:<Contacts><,>SO:Defaults<,>CA:<GridButton>SetAsActive(Contact)Display<ClearGrid

SelectionAfterCustomAction><NoPleaseWait> Caption:Set As Active)



Pipeline(future)

Create a CRM Pipeline item that will be linked to the opportunity/contact/company for which the custom action was launched. This is a new CRM Extensions option (called “Pipeline”) that is near the end of its development phase. If you are interested in this option please let us know.

The standard “Opportunity” functionality within TSCRM and the Extensions is that products and/or services are identified within the one opportunity record and are managed within the one opportunity.

The intent of this option is to enhance the “Opportunities” functionality to support multiple products and/or services each with their own “close date” so that a single opportunity can be managed as one opportunity but still have set of products and/or services with different dates. This way each product/service within the opportunity can also be managed as an individual descrete record within the system and may also contain unique information.

With this option there are 2 additional folders, usually located under the CRM Opportunities folder, one for your standard set of Products and Services that you sell and the other called “Pipeline” that contains Product/Service records that are part of (linked to) an Opportunity.

When an Opportunity is created the user selects one or many items from a list of the standard Products/Services and a copy of each selected item is copied to the “Pipeline” folder and linked to the new Opportunity. At anytime during the life of the Opportunity products/services may be added or removed from the opportunity.

During the “life” of the opportunity each of the linked “Pipeline” items may contain information that is specific to that product/service for that specific opportunity. This way the sale of a set of services may be accurately represented with the different service dates and the information specific to each service.

<shift>click when launching this custom action will instead launch the “View” Action for Pipeline and display a list of Pipeline that are linked to the linked contact/company. You may then select to view Pipeline(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.top Reference Index

Portfolio Create a CRM Portfolio that will be linked to the contact for which the custom action was launched.

The parameters can be any of the following shortcut notations which will be replaced with their respective full values to set up the name for the new Portfolio item (sets fields: Portfolio Name, FileAs and Subject)

FN = FirstName LN = LastName FullN = FullName CO = CompanyName

<shift>click when launching this custom action will instead launch the “View” Action for Portfolios and display a list of Portfolios that are linked to the linked contact/company. You may then select to view Portfolio(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Portfolio (LN – Schwab) Portfolio (LN – Morgan) Portfolio (LN – Other)

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Product(future)

Create a CRM Product that will be stored in the "Products" folder to be used for the Pipeline items.

This is part of the CRM Extensions “Pipeline” option that is nearing the end of development.

<shift>click when launching this custom action will instead launch the “View” Action for Products and display a list of Products that are linked to the linked contact/company. You may then select to view Product(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

See Pipeline for additional informationtop Reference Index

Project Create a CRM Project that will be linked to the contact/company for which the custom action was launched.

When a Project item is created from (or for) an Opportunity or Project or Workflow item then the new Project item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

The parameters can be any of the following shortcut notations which will be replaced with their respective full values to set up the name for the new Opportunity item (sets fields: Opportunity Name and Subject)

FN = FirstName LN = LastName FullN = FullName CO = CompanyName CAT = Categories

<shift>click when launching this custom action will instead launch the “View” Action for Projects and display a list of Projects that are linked to the linked contact/company. You may then select to view Project(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Project Project (Select Form) Project (For Opportunity) Project (Widget1 for LN (CO)) Project (Widget2 – CO Select Form)

Note: “Select Form” will be removed from the parameter textop Reference Index

Record or Log

Record the selected email to the launch item. A copy of the email is made to the CRM Email History folder and this copy is linked to the launch item. Use either “Record” or “Log” whichever is clearest for your users.

Using “to Selected Contact” or “to Selected Company” will first display a picker window to select the Contact/Company to record the Email.

Using “to Active Contact” or “to Active Company” will record the email to the Active Contact or Active Company

Appending an option of “NewPicker” will force display of the newer Extensions picker window and adding “OldPicker” will force display with the original picker window. The default for Tickets is to use the new picker



window.

Enclosed in square brackets [ ] can be any folder name listed in *Ext General / Data Views Other Folders or *Ext Tickets / Ticket Ticket Folders or *Ext Teamwork / Teamwork Teamwork Folders options and the list of items in the specified folder will be displayed in a picker window for the user to select to record the email to.

<shift>click when launching this custom action will instead launch the “View” Action for Email History and display a list of Email History items that are linked to the linked contact/company. You may then select to view Email History(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

See also Log

Examples: Record (Selected Email) Record (Selected Email to Selected Contact) Record (Selected Email to Selected Company) Record (Selected Email to Active Contact) Record (Selected Email to Active Company) Log (Selected Email) Display Log (Selected Email to Company) Log (Selected Email to Opportunity) Log (Selected Email to Project) NewPicker Log (Selected Email to One Opportunity) Log (Selected Email to One Project) NewPicker Log (Selected Email to Workflow[Customer Care]) Log (Selected Email to Ticket[SelectCCSServiceArea\Assigned Tickets]) Record (Selected Email to Ticket[TicketFoldersOptionName]) Will display tickets in

TicketFoldersOptionName listed in *Ext Tickets / Ticket Ticket Folders option Record (Selected Email to [Ticket]) Will display a picker window to select CCS

Ticket folder to select the Ticket to record the email totop Reference Index



Refresh Will refresh the Journal notes that have been previously copied to the linked contact’s “Notes” field. There are 5 options on the *Ext Forms tab that control the automatic copying of data from Journal items up to their linked contact’s notes field. This custom action refreshes the data in the contact’s Notes field based on the settings in these 5 options. See parameter for “Journal History in Contact Notes” for additional details

Examples: Refresh (Journal History in Contact Notes)

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Reg Write Writes to user computer registry. Caution must be used in using this Action as improper use and/or writing incorrect values to some areas of the registry could corrupt the computer registry and force a rebuild of the user’s computer. The user and/or CRM system administrator assume all responsibility for any and all damages that may result from the use of this action.

Syntax: Reg Write (RegHive, RegKeyName, RegValueName, ValueType, ValueToWrite)

RegHive = Registry hive location. Possible values: HKCR, HKCU, HKLM, HKU, HKPD, HKCC

RegKeyName = Is the registry path within the Hive to the location of the RegValueName

RegValueName = Is the name of the entry to be updated

ValueType = Is the type of the RegValueName. Possible Values: REG_SZ, REG_DWORD, REG_BINARY

ValueToWrite = Is the value to be written to the RegHive \ RegKeyName \ RegValueName locationNote: This value is *not* trimmed of leading and trailing spaces, in most cases you will not want to have spaces before and/or after your value.

Important Note: Please backup your computer registry before testing the use of this Action.

Example use:

Set the TSCRM Admin password on the local computer to the string “Admin”RegWrite (HKCU, Software\TeamScope\TeamScope CRM, ConfigAdmin, REG_SZ,Admin)

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Reporter Will launch the TSCRM Reporter function so that, if the CRM Reporter function is installed, the CRM Reporter interface will be launched for the user so that they may run any of the available CRM reports.

Example: Reporter

ReOpen Will close the item the custom action is launched for and then reopen (display) the item. When closing the item the function will first attempt to save the item if Outlook will allow it to be saved. If it can’t be saved then it will be closed without saving any of the users changes.

This action is provided to assist users in working around the bug that Microsoft currently has in their Outlook “Favorites” folder where new items can not be saved twice.

Examples: ReOpen (This Item)

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Service Create a CRM Service that will be stored in the "Products" folder to be used for the Pipeline items.

<shift>click when launching this custom action will instead launch the “View” Action for Service and display a list of Service that are linked to the linked contact/company. You may then select to view Service(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

See Pipeline for additional informationtop Reference Index

Search Provides an interface to the common desktop search engines using the Windows URL search interface. This provides the capability to build a custom action to launch a desktop search for CRM specific information.

Example: search for all information related to the Active Contact… or all the information for the contact of the selected email… etc

Search ("{{Contact.FullName}}" OR {{Contact.Email1Address}} OR {{Contact.Email2Address}} OR {{Contact.Email3Address}})

Syntax: Search (search string)

Documentation on the Microsoft search syntax is found here (you can also google: MSDN "search-ms:/query="). Please note that the “search string” is passed to the Microsoft search function as follows: search-ms:/query=Your Search String.

Testing to validate the search string may be done by going to the Windows “Start” button and the “Run” option to input "search-ms:/query=" and after the “=” place the text that will be your custom action parameter. Once you get the search string correct then you can replace portions of the search string with {{Field Replace}} strings so that your custom action parameter will be context sensitive to how and where the custom action is launched.

Suggested [Custom Action Names] entries (use the string to the left of the “=” sign as your Custom Action):

WDS Search=Search ({{!Enter Windows Desktop Search text!}}) No Item

WDS Search (Contact Info)=Search ("{{Contact.FullName}}" OR {{Contact.Email1Address}} OR {{Contact.Email2Address}} OR {{Contact.Email3Address}}) No Item

WDS Search (Company Info)=Search ("{{Contact.CompanyName}}" OR "{{Company.JobTitle}}") No Item

Other Examples: Search ({{!Enter Windows Desktop Search text!}}) No Item Search ("{{Contact.FullName}}" OR {{Contact.Email1Address}} OR {{Contact.Email2Address}} OR

{{Contact.Email3Address}}) No Item Search ("{{Contact.CompanyName}}" OR "{{Company.JobTitle}}") No Item

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Set The Set Action is used to create your own Extensions data variables for use in any of your custom actions including T: Templates. These Extensions data variables may be used wherever the Extensions {{Field Replacestrings are supported (which is throughout the Extensions and especially within custom actions). These variables are stored and available from the time they are created until Outlook is closed. These variables can be created:

When Outlook is first started by using the CRM Extensions Config à [Extensions Variables] section Dynamically throughout the user’s Outlook session with custom actions



http://msdn.microsoft.com/en-us/library/bb266520(VS.85).aspx



Within a set of T: Template entries to simplify development and future updating

Syntax: Set (Ext.UserFieldName=Value

The “Ext.” part of the above syntax is optional but highly recommended for clarity.

Examples: Set (Ext.UserAliasName={{Trim.{{!Enter your company system alias name!}}}}) Set (Ext.UserSysID={{User.CustomID}}) Set (Ext.SomeImportantDate={{#Enter the ‘Important Date’#}}) Set (Ext.DeferredDeliveryTime={{!Enter DeferredDeliveryTime!}})

Additional documentation on [Extensions Variables] loaded at Outlook startup here.top Reference Index

http://www.nwtri.com/CRMextensions/Help/CRM_Extensions_Options_Defined.htm#ExtensionsFolders



Set As Active

The “Set As Active” Action will set the TSCRM Active Contact/Company to be the item this custom action was launched for. If there is a function you need the TSCRM Active Contact/Company to be set for then this Action provides an easy one-click way for your CRM user to set the TSCRM Active Contact/Company. In practice, as you get more familiar with custom actions you will likely find you depend on the Active Contact/Company less and less (usually only for TSCRM toolbar functions).

How the Active Contact/Company is set depends on the item the custom action was launched for and the Action Parameter provided.

If no parameter or a parameter of “Contact” then the Active Contact/Company will be set to the linked contact of the item the custom action was launched for. If there is no linked contact but there is a linked company then the TSCRM Active Company will be set to the linked company. If no linked contact or company can be found then the user will be notified.Example: Set As Active (Contact)

If a parameter of “Company” is used then the Active Company will be set to the linked company of the item the custom action was launched for. If no linked company is found then the user will be notified.Example: Set As Active (Company)

If a parameter of “Opportunity” is used then the Active Opportunity will be set to the linked opportunity of the item the custom action was launched for. If no linked opportunity is found then the user will be notified.Example: Set As Active (Opportunity)

If a parameter of “Project” is used then the Active Project will be set to the linked project of the item the custom action was launched for. If no linked project is found then the user will be notified.Example: Set As Active (Project)

If the <control> key is held down while clicking to launch this custom action then the linked company will be set as the CRM Active Company. If the custom action is SetAsActive (Company) and the <control> key is down then the linked contact will be used to set the CRM Active Contact.

If a parameter of “Pick” is used then the Extensions picker window is displayed for the requested folder and optionally the picker search function can also be launched to simplify and dramatically speed up the user’s search and selection process. This is a wonderful custom action to add as an additional button to the TSCRM toolbar (requires the Extensions Toolbars option) to give the user a blazing fast advanced search capability to find the contact or company they are looking for.

o If the <shift> key is held down while clicking to launch this custom action then the CRM Leads folder will be used and the CRM Active Contact will be set with the selected grid item. If the CRM Leads folder was specified and the <shift> key is down then the CRM Contacts folder will be displayed and the selected grid item used to set the CRM Active Contact.

o If the <control> key is held down while clicking to launch this custom action then the CRM Companies folder will be used and the CRM Active Company will be set with the selected grid item. If the CRM Companies folder was specified and the <control> key is down then the CRM Contacts folder will be displayed and the selected grid item used to set the CRM Active Contact.

o If the <alt> key is held down while clicking to launch this custom action then the CRM Projects/Opportunities folder will be used and the CRM Active Project will be set with the selected grid item. If the CRM Projects/Opportunities folder was specified and the <alt> key is down then the CRM Projects/Opportunities folder will be still be used to set the CRM Active Project from the



selected grid item.

Syntax: Set As Active (Pick: ItemType, [Search: SearchParameters], [GridOptions: GridDisplayOptions]) [Display]

Valid Item Types are: Company, Contact, Opportunity, Project, ProjOp (displays both Projects and Opportunities)

Using the option of “Display” will display the active item after it has been set as the CRM active item.

Search Parameters are: SearchText | CaseSensitive True/False | SearchColumnName | ExactMatch or Prefix or Contains (default=Contains) | AutoRun

The search function is optional and if omitted the picker window will be displayed with all the items in the ItemType folder. The user may manually launch the search function in the picker window with one-click.

Each of these search parameters are separated by a vertical bar “|” character (spaces around the bar are ok)

If no vertical bar characters are in the Search Parameters then the entire string is treated as the SearchText and the rest of the Search Parameters use the defaults (as noted below).

If any parameter is omitted then the default setting will be used

o SearchText is the text that you want preloaded into the search function (default=blank)

o CaseSensitive T/F is whether you want the search to be case sensitive or not (default=False)

o SearchColumnName is the name of the column in the picker grid that you want to search on (default is the column that is the primary sort on the grid, usually the first column)

o ExactMatch/Prefix/Contains is the type of search that will be performed (default=Contains).

o AutoRun if specified will automatically run the search for the user based on the above parameter setting and SearchText (default is blank or no auto-run of the search function)

GridOption Parameters are: CaptionText | INISectionName | FilterOption | MsgClassBeingDisplayed | FormHeight | FormWidth | DisplayNotesPane | DisplayCreateNewButton

The Grid Options are omitted the defaults specified will be used, which is basically that the standard configuration for the picker grid will be used.

Each of these search parameters are separated by a vertical bar “|” character (spaces around the bar are ok)

If any parameter is omitted then the default setting will be used, however preceding



vertical bars must be included as placeholders

Order dependent options are: CaptionText= form the picker window (default=standard text for the folder who’s items

are being displayed) INISectionName= (located within CRM Extensions Config) to overide the Extensions

defaults for the folder (default=Extensions defaults for the CRM Folder)Note: square brackets are required, example: [Section Name]

FilterOption= is a standard OOM type Outlook filter to filter the items to be shown in the folder, may also +HideFilter I think (default="Display All+HideFilter")

MsgClassBeingDisplayed= is the form message class that is to be used to collect the custom field mapi IDs for displaying in each grid column (default=folder default form)

FormHeight = (Default = 7500) FormWidth = (Default = 8000) DisplayNotesPane= ShowNotesPane|HideNotesPane (default=HideNotesPane) DisplayCreateNewButton=Shows “Create New” button to allow the user to Create a

new item in the folder (useful when the user can not find the item they are looking for).Example: GridOptions: |||||||DisplayCreateNewButton

Examples: Set As Active (Company) Set As Active (Contact) Display Set As Active (Project) Set As Active (Opportunity) Set As Active (Pick: Company) Set As Active (Pick: Contact, Search: Prospect | False | Categories | Contains | AutoRun) Display Set As Active (Pick: Contact, Search: Prospect | False | Categories | Contains | AutoRun, GridOptions: | | | | |

| | DisplayCreateNewButton) Display‘Will display Picker Grid showing the “Create New” button Set As Active (Pick: ProjOp, Search: CRM | False | Subject | Contains)

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Spell Check The “Spell Check” Action provides the capability to use the Outlook spell checker for any string of text by using the CRM Extension spell checking functionality. This custom action is most often used in combination with the CRM Triggers function but may also be launched from within the code on one of the CRM custom forms. This Action is particularly significant when you have user entered text that eventually shows up on a report or document that is visible to your customers and/or senior management. The syntax for this Action is more complex that usual but when you need this function it is worth the effort.

Syntax: Spell Check (Text String to be spellchecked<,>WriteBackFieldName<,>CalledFromEntryID<,>CalledFromStoreID<,> FormTitle<,>FormInstructions<,>DisplayProperties<,>Delimiter<,>LockTextFieldWidthTo<,> DisplayModal<,>FormFolderPath)

Text String = literal string to be spellchecked or most often a {{Field Replace}} reference (required, no default)

WriteBackFieldName = the Outlook field name to write the corrected text back to (required, no default)

CalledFromEntryID = the Outlook item EntryID that contains the field to write the corrected text back to {{EntryID}} (required, no default)

CalledFromStoreID = the Outlook item StoreID {{StoreID}} (required, no default) FormTitle = the title text to be displayed on the spell checker form (default = blank) FormInstructions = Whatever instructions for the user you want displayed on the spell

checker form (default = blank) DisplayProperties = A string containing the following elements

o Hide Menu = Yes/No (default=No, unless DisplayModal = True then default=Yes)

o No Field Change Event On Write Back = Yes/No, Yes=Turn off the Outlook Field Change event while writing text back to sWriteBackFieldName

o No Trigger On Write Back = Yes/No, Yes=Turn off Trigger processing while writing text back to WriteBackFieldName (so updating the text in the form does not fire the Trigger process)

o Reset Trigger With New Value = Yes/No, Yes, to reset the "Trigger" stored value for WriteBackFieldName so that the Trigger will not fire when the form is saved

o Auto Spell Check = Yes/No (default=No), Yes will automatically run the SpellCheck function when the form is displayed

o Spell Check On Save = Force runs Spell Check function if user did not already run it

o Warn will warn user if spell check not yet run, user responds with Yes/No

o Form Width = numeric, will set the width of the form to this valueo Form Height = numeric, will set the height of the form to this valueo Form BackColor = numeric(hex) color value, will set the back color on the form

(use to make the spell check window stand out to the user)




o Body Text = <blank> or text to be spell checked, this value overrides the sString parameter call to this function (I don't remember the use case for providing this parameter, if you figure it out please let me know)

o Body Format = numeric (default=1) possible values: 1=olFormatPlain, 2=olFormatHTML, 3=olFormatRichText, 0=olFormatUnspecified

o Body Width = numeric, will set the width of the body field to this valueo Body Height = numeric, will set the height of the body field to this value

o Form Title Text = Overrides the text provided with sFormTitle parametero Form Title ForeColor = numeric(hex) color value for the color of the texto Form Title BackColor = numeric(hex) color valueo Form Title Font Size = numeric per Outlook font sizeso Form Title Font Bold = Yes/No, True/False

o Form Instructions Text = Overrides the text provided with sFormInstructions parameter

o Form Instructions ForeColor = numeric(hex) color value for the color of the texto Form Instructions BackColor = numeric(hex) color valueo Form Instructions Font Size = numeric per Outlook font sizeso Form Instructions Font Bold = Yes/No, True/Falseo Trim Options = Space|Spaces will trim all leading and trailing spaces from text

that was spell checked (just before write back) vbCrLf will trim all leading and trailing empty lines from text that was

spell checked (just before write back) Tab|Tabs will trim all leading and trailing tab characters from text that

was spell checked (just before write back) any or all of these Trim Options may be included and in any order

Delimiter = the character that separates each of the DisplayProperty elements (default= | vertical bar).

LockTextFieldWidthTo = a numberic value of the number of pixels to lock the field width to. This is useful when the text is coming from a field with a specific width so that the text in the spell checker window looks the same as it does in the source field. (default = -1, not locked)

DisplayModal = True/False, if True the spell check form is locked so the user must finish spell checking before proceeding with any other action within the Outlook environment (default = True, modal)

FormFolderPath = Path to the Outlook folder that contains the CRM Extensions spell checker forms (default = Email History). The CRM Extensions forms installer installs the two spell checker forms automatically to the Email History folder so it is very likely that you do not need to include this parameter.



Examples: SpellCheck (<,>Body<,><,><,><,><,><,><,><,><,>) SpellCheck ({{Custom Note}}<,>Custom Note<,>{{EntryID}}<,>{{ContactFolder.StoreID}}<,>Spell Check for 'Custom

Notes' just entered<,>Make any additional changes you would like to your Custom Note text and the text will be spell checked when you save this form<,>Auto Spell Check = No<|>Spell Check On Save=Force<|>Trim Options=Space vbCrLf Tabs<|>FormWidth=650<|>No Field Change Event On Write Back=Yes<|>No Trigger On Write Back=Yes<,><|><,>0<,>False<,>)

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Task Create a CRM Task that will be linked to the contact/company for which the custom action was launched.

When an Task item is created from (or for) an Opportunity or Project or Workflow item then the new Task item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

<shift>click when launching this custom action will instead launch the “View” Action for Tasks and display a list of Tasks that are linked to the linked contact/company. You may then select to view Task(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Examples: Task Task (Phone Call) Task (Next Action) Task (Next Action) No Reminder Task (Follow-on) Task (Personal) Task (T:Order Processing Step1) Task (C: <Task Templates>\<Select>) No Display Task (For Opportunity) Task (For Opportunity) HideComplete Task (For Project) Task (For Project) HideComplete Task (For Ticket[SelectCCSServiceArea\Assigned Tickets]) Task (For Ticket[SelectFolder]) Task (For Ticket[TicketFoldersOptionName]) Task (Personal)

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Ticket

New Ticket

Assigned

Ticket

Create a CCS Ticket item that will be linked to the contact/company for which the custom action was launched.

When a Ticket item is created from (or for) an Opportunity or Project or Workflow item then the new Ticket item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

You may also specify the following:

1) “[SelectCCSServiceArea\SubFolderName]” where the SelectCCSServiceArea will cause a picker to display the various Service Area folder names for the user to select from.

2) [SelectFolder] or (SelectFolder) will cause a picker to display the folder names in the *Ext Tickets/Ticket Ticket Folders option for the user to select a specific folder.

<shift>click when launching this custom action will instead launch the “View” Action for Tickets and display a list



of Ticket that are linked to the linked contact/company. You may then select to view Ticket(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Note: to use the CRM Extensions integration with the CCS Help Desk / Service Request system the Extensions “TeamWork” option is required and the options for the CRM Functions tab on the Ticket forms are set and controlled in the CRM Options Manager on the *Ext Teamwork” tab. The Help Desk / Service Request folders are defined on the *Ext TeamWork / Teamwork Workflow Folders option and are used within the [square brackets] to specify which folder the new Ticket is to be created in.

Example: Ticket ([Tickets - HD]) Copy Notes Ticket (Selected Email [Tickets - HD]) Ticket ([Assigned Tickets - HD]) Ticket (Selected Email [Assigned Tickets - HD]) Ticket (Selected Email [SelectCCSServiceArea\Assigned Tickets]) Ticket ([SelectCCSServiceArea\Assigned Tickets]) Ticket ([SelectFolder]) Ticket (Selected Email [SelectFolder]) Ticket (Selected Email [TicketFoldersOptionName])

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Teamwork or Workflow or Ticket

Create a Teamwork workflow item that will be linked to the contact/company for which the custom action was launched.

The Teamwork and Workflow Actions are synonymous, use whichever is clearer for your users.

When a Workflow item is created from (or for) an Opportunity or Project or Workflow item then the new Workflow item is linked to the “parent” Opportunity/Project/Workflow as well as the Contact and Company the Opportunity/Project/Workflow is linked to. Then the new item can be viewed through the “Data Views” tabs and form as being linked to the parent Opportunity/Project/Workflow and/or the Contact and Company.

<shift>click when launching this custom action will instead launch the “View” Action for Workflows and display a list of Workflows that are linked to the linked contact/company. You may then select to view Workflow(s) in the list. There is a search function in the list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Syntax: Workflow (parameters [Workflow Name | Select Folder]) options

FolderName=any of the “Workflow Name” entries on the “Teamwork Workflow Folders” option on the *Ext Teamwork tab in the TSCRM Options Manager

Or

[Select Folder] to have the user prompted to select the Workflow Name to create the new Workflow item for. The selection list will contain all the entries on the “Teamwork Workflow Folders” option.

Example: Workflow ([Customer Care]) Workflow ([Select Folder]) Workflow ([Select Folder]) CopyNotes Workflow (For Opportunity [Order Process]) Workflow (T:Order Process [Order Process])

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Update The Update Action provides for two different types of updating within the CRM system.

1) Updating the “Parent Company” links if your CRM implementation is using the Extensions “Parent Company” linking option. This custom action would be launched from the child item that you the parent company links updated for.

Example: Update (Parent Company)

2) Updating fields of data in one or more items within the CRM system. Now that the “Filter” Action has been added this Update Action should really only be used for updating fields within the launch item. In addition to updating fields there are 24+ functions that can be performed on the launch item. The field updating formats and options as well as the 24+ functions are fully defined in the "T:" section below. The two basic syntactical options will be shown here and, if needed, you may reference the complete "T:" section for further details on each of these two syntaxes.

a. Update (T:TemplateName)This syntax support all of the various options and functions for T: Templates

b. Update (ConfigEntry(SectionName, INI Item Subject))This syntax will process an entire configuration item section of update commands. This is very useful



way to set up reusable blocks of update commands. The section referenced here may have some entries that also reference other sections so that you can in effect combine different sections together into one logical grouping to be launched with one custom action.

Please see the "T: Templates" section for further details on each of these syntactical formats.

Examples:

Update (T:Task Project Status)

Update (T:NDR Flagtop Reference Index



View

View

View

View

Displays a list of linked "child" items. For example, display all emails linked to a contact, or all Journals, or all Tasks, etc. This action is extremely useful for quick lookups when using the CRM system.

All of the other View Parameters shown below will display to the user a list of items that will be filtered based on the item the custom action was launched from or for. Most often this would be for the linked contact but could also be for the linked company if there is not linked contact.

There is a search function in the View list display to assist you in quickly searching for specific text within the list items so you can get quickly to the specific item(s) you want to view.

Options (parameters) for the View custom action

View Parameters Description

Activities

Icon list

Display the TSCRM "View Activities" window

Examples: View (Activities)

Appointments

Icon list

Display a list of all Appointment items linked to one of the following: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these

Each item the user selects is displayed in a new window.

Examples:

View (Appointments) View (Appointments) For Item

when launched from a Project/Opportunity will show Appointments linked to the Project/Opportunity

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Company

Icon list

Display the linked company

Example: View (Company)top Reference Index

Contact

Icon list

Display the linked contact

Example: View (Contact)top Reference Index

Contact Files

Icon list

Display the files folder for the linked contact of the launch item.

The difference between this and View (Files) is that this action will only display the Contact/Company files folder so this option allows you specific that this is the directory you want opened.

This is the file directory that is created and maintained by TSCRM specifically for each CRM Contact or Company (depending on your options settings on Advanced tab/Documents Filing Method) and Opportunities/Projects/Tickets.



View

View

View

See also: View (Files) and View (Project Files)

Example: View (Contact Files)top Reference Index

Contacts at Company

Icon list

Display a list of all contacts linked to the company (or linked company).

This custom action will first look up the related (linked) contact and then, if the contact is linked to a company, then will display a pick list of all of the contacts that are linked to the company. The user may select one or more of the listed contacts to view.

This is very useful when working in your Inbox and you want to see and/or work with other contacts at the same company

Example: View (Contacts at Company)top Reference Index

Dashboard

Dashboard Company

Dashboard Contact

Icon list

Display the most appropriate Dashboard for the item.

When launched from a Project or Opportunity then the "Projects" dashboard is displayed.

When launched from a company then the Company dashboard is displayed unless the word "Contact" is included and then the contact dashboard will be displayed for the "Primary Contact" of the company.

When launched from a contact then the Contact dashboard is displayed unless the word "Company" is included and then the Company dashboard will be displayed for the linked company.

When launched from any other item (contact, task, journal, etc) the Contact dashboard is displayed for the linked contact unless the word "Company" is included and then the Company dashboard will be displayed for the linked company

Adding a parameter suffix of “Contact” or “Company” will display the Contact / Company dashboard folder.

Examples: View (Dashboard) View (Dashboard Company) View (Dashboard Contact)

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Email

Email History

Icon list

Display a list of all Email History items linked to one of the following: Contact if the launch item is a contact or a linked Appointment, Task or Journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these


Examples:

View (Email History)



View

View

View

View (Email History) For Itemwhen launched from a Project/Opportunity will show Email History linked to the Project/Opportunity

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Files

Icon list

Display the files folder for the launch item. Most often this will be the file folder for the contact/company (depending on your option setting).

If the launch item is a Project or an Opportunity then the "project" type files folder will be displayed.

This is the file directory that is created and maintained by TSCRM specifically for each CRM Contact or Company (depending on your options settings) and Opportunities/Projects.

See also: View (Contact Files) and View (Project Files)

Example: View (Files)top Reference Index

Journals

Icon list

Display a list of all Journal items linked to one of the following: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these


Examples:

View (Journals)

View (Journals) For Itemwhen launched from a Project/Opportunity will show Journals linked to the Project/Opportunity

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KB Article

Approved KB Article

Icon list

Will display the list of KB Articles linked to the launch item. The user may select the KB Article(s) that they want to view.

Examples: View (KB Article) View (Approved KB Article)

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MultiLink: Will display the Extensions picker window with the Multi Link items from the specified folder. User may select one or more items in the picker to display the selected items..

See the “MultiLink” Action for additional information.

Syntax: View (MultiLink: FolderName)

Possible Values for “FolderName”:



View

View

View

Tested options:

Contacts Companies Leads Users

UnTested options:

Opportunities Projects Workflow [Workflow Entry Name] (see: *Ext Teamwork /

Teamwork Workflow Folders) Tickets [Ticket Folder Entry Name] (see: *Ext Tickets / Ticket

Ticket Folders)

Examples:

View (MultiLink: Contacts) View (MultiLink: Companies) View (MultiLink: Leads) View (MultiLink: Users)

Table of Contents

TYPE CHAPTER TITLE (LEVEL 1)..............................................................................................................................................................................................................................................................

TYPE CHAPTER TITLE (LEVEL 2).................................................................................................................................................................................................................................................................................Type chapter title (level 3)............................................................................................................................................................................................................................................................................

TYPE CHAPTER TITLE (LEVEL 1)..............................................................................................................................................................................................................................................................

TYPE CHAPTER TITLE (LEVEL 2).................................................................................................................................................................................................................................................................................Type chapter title (level 3)............................................................................................................................................................................................................................................................................

Multi Link (Users)

Opportunities

Icon list

Display a list of all Opportunity items linked to one of the following: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these


Examples:

View (Opportunities)

View (Opportunities) For Itemwhen launched from a Project/Opportunity will show Opportunities linked to the Project/Opportunity

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View

Parent Company

or

Display the linked "Parent Company" (or whatever you are identifying your parent companies as in the company "Company Type" field)

Example: View (Parent Company)top Reference Index

Pipeline

or

A Pipeline item is a copy of a "Product" item that is made for a specific Opportunity.single opportunity may have multiple "Pipeline" items linked to it which represent the products and/or services for that opportunity.

View (Pipeline) then:When the launch item is an Opportunity will display just the pipeline items linked to that opportunity.

When the launch item is a contact will display all pipeline items for all opportunities that are linked to that contact.

When the launch item is a company will display all pipeline items for all opportunities that are linked to that company.


Note: Products and Pipeline items are part of the Extensions "Pipeline" option.

Example: View (Pipeline)top Reference Index

Portfolios

or

Display a list of all Portfolio items linked to one of the following:

Contact if the launch item is a contact or a linked appointment, task or journal

Company if the launch item is a company


Example: View (Portfolios)top Reference Index

Products / Services

or

The concept for products is that their company link is to the manufacture or representing company and contact link is to be the product sales rep's contact record.

Viewing Products is useful then, when this custom action is launched from/for the manufacture's company record or the sales rep's contact record to display all of their products that you have as records in your CRM "Products" folder.


Note: Products and Pipeline items are part of the Extensions "Pipeline" option.

Example: View (Products)top Reference Index

Project Files

Icon list

Display the files folder for the Project/Opportunity/Ticket item.

The difference between this and View (Files) is that this action will only display the Project/Opportunity/Ticket files folder so this option allows you specific that this is the



directory you want opened.

This is the file directory that is created and maintained by TSCRM specifically for each CRM Contact or Company (depending on your options settings on Advanced tab/Documents Filing Method) and Opportunities/Projects/Tickets.

See also: View (Files) and View (Contact Files)

Example: View (Project Files)top Reference Index

Project Manager

Project Mgr

Displays the TSCRM Project Manager window.

The project manager window is displayed with the currently active project or opportunity. Then the launch item is a project or opportunity the launch item is made the active "project" for the project manager.

Example: View (Project Manager)top Reference Index

Projects

or

Display a list of all Project items linked to one of the following: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these


Examples:

View (Projects)

View (Projects) For Itemwhen launched from a Project/Opportunity will show Projects linked to the Project/Opportunity

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Projects and Opportunities

ProjOp

or

Display a list of both Project and Opportunity items linked to the following: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these


Examples: View (Projects and Opportunities) View (ProjOp)

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Tasks

or

Display a list of all Task items linked to one of the following: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company



Opportunity/Project/Workflow if the launch item is one of these


Examples:

View (Tasks)

View (Tasks) For Itemwhen launched from a Project/Opportunity will show Tasks linked to the Project/Opportunity

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Workflow - workflowname

or

Display a list of all Workflow (in the workflowname folder) items linked to the: Contact if the launch item is a contact or a linked appointment, task or journal Company if the launch item is a company Opportunity/Project/Workflow if the launch item is one of these


This is part of the Extensions “Workflow” option which integrates the TeamScope Teamwork workflow product into the TSCRM environment.

Examples:

View (Workflows) View (Workflows) For Item

when launched from a Project/Opportunity will show Workflows linked to the Project/Opportunity

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Folder: Display a list of the items in the folder specified by “FolderPath”. The CRM Extensions “picker grid” window will be used. Folder path can be Extensions shortcuts for folders but most often would be the complete Outlook folder path to the folder (\\Public Folder\All Public Folders\TeamScope CRM\Some Folder).

As with all of the other View Parameters the list of items displayed to the user will be filtered based on the item the custom action was launched from or for. Most often this would be for the linked contact but could also be for the linked company if there is not linked contact.

Note: to display the folder within Outlook’s main window use the View (Explorer:…) action described just below.

Syntax: View (Folder: FolderPath or Extensions folder shortcut name)

FolderPath = Any CRM Extensions folder shortcut name like <Contacts> or the fully qualified Outlook folder path as in the example below.

Example: View (Folder: \\Public Folder\All Public Folders\TeamScope CRM\Support Tickets)top Reference Index



Explorer: Change Outlook’s main window (called the Outlook Explorer) to show the folder specified by FolderPath and showing with the view specified with ViewName. By default this function will display the folder in the “Favorites” path if the folder exists in the Favorites folder structure. You may override this behavior by specifying “All Public Folders” instead.

Syntax: View (Explorer: FolderPath or Extensions folder shortcut name, ViewName, Location)

FolderPath = Any CRM Extensions folder shortcut name like <Contacts> or the fully qualified Outlook folder path as in the example below. If some of your users are using Public Folders\Favorites and some not then specify this path with the Public Folders\All Public Folders\... and then specify the “Location” as Favorites.

ViewName = the name of the view you want to be displayed in the folder. This ViewName is case and space sensitive (it must be exactly as appears in Outlook’s list of possible views for the folder). This parameter is optional and f you don’t specify a view name then the default for the folder is displayed.

Location may be either “All Public Folders” or “Favorites” (default). This parameter is optional and if you don’t specify a location then the Favorites folder tree will be checked first.

Note: to display the folder within the CRM Extensions picker window use the View (Folder:…) action described just above.

Example: View (Explorer: \\Public Folder\All Public Folders\TeamScope CRM\Support Tickets, Ticket Status, Favorites)top Reference Index

WinFolder: or WindowsFolder:

To display a Windows folder in a “Windows Explorer” window.

Syntax: View (WinFolder: DOS Folder Path)

Paths to the “C:\” or “T:\” drives will need to use the alternate of “C+:\” and “ “T+:\” (added in Ext version 5.4.101) so that the custom action processor won’t get confused with the other “C:” and “T:” parameters for templates.

Examples: View (WinFolder: M:\Company Sales LiteratureView (WinFolder: T+:\Product Info

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Parameters that are valid for each Custom Action: Usage Notes:

Each of these are placed after the Action and within a set of the parenthesis Each of these parameters are intended to be case insensitive and spacing insensitive (case and spacing

are ignored). While we have been careful to ignore casing and spacing we still recommend using the casing and spacing as illustrated below.

If you are using the “C:” and/or the “T:” parameters they should always be located to the right of all other parameters.

If you are using the “CRMSendDate” parameter it is always to be the rightmost parmeter (even to the right of C: and T:)

Icons for each Action are automatically assigned (view here).

Syntax: Action (Parameters) Options Example: Deferred Email (C:<Email Templated\<Select> CRMSendDate:{{#Input deferred email delivery date#}} 9AM) NoDisplay AutoSend NoEmailHistory

This custom action will create an email that will be stored in the CRM Extensions “Deferred Delivery Email” folder.

The user will be prompted to selected an email template from the list of email templates that are in the “Email Templates” folder.

The copy of the email template will be “personalized” by substituting all of the {{Field Replace}} strings in the email template.

The user will be prompted to specify the date on which the deferred email is to be sent. The email will be sent at 9am on the day the user selected.

Parameter Description and Usage Applicable Actions




Billable Creates a Journal with the “Billable Item” checkbox checked (on the Billing Info tab) and auto-starts the Journal timer function when the Journal is displayed.

Note: This parameter is mutually exclusive with all other parameters (must be the only text within the parenthesis)

Example: Journal (Billable)

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Journal (Billable)


C: Creates the new item by Copying one of the templates in the Extensions “Templates” folders (could also be set to make a copy of any Outlook item in the user’s Outlook environment).

This “C:” parameter is often used along with the “T:” parameter (described below) to add data to any of the fields in your new copy of the specified item. Both the C: and T: parameters should come after any other parameters you specify. The only exception is for the Deferred Email “CRMSendDate:” which is always last in the parameter list.

The format of this parameter is: C:path to Outlook folder\subject

“path to Outlook folder” can be either: An Extensions folder shortcut notation like <Email Templates>

or <Contacts> An Outlook folder path like: \\Public Folders\All Public

Folders\TeamScope CRM\Contacts

“subject” can be either: The text of the subject of the item to be copied An Outlook style filter like: [FieldName] = ‘value’ <Select>

Displays a list of items in the folder and the user may select one item in the list and a copy of the item will be created. If the “T:” parameter is used it will be applied to each copy of the user selected items that are created.

<SelectMultiple>Displays a list of items in the folder and the user may select one or more items and a copy of each will be created. If the “T:” parameter is used it will be applied to each copy of the user selected items that are created.

Examples:

Email (C:<Email Templates>\Product Info)Displays a copy of the “Product Info” email template for the user to modify and send

Email (C:<Email Templates>\<Select>)Displays a pick list of items in the “Email Templates” folder for the user to select one, modify and send

Email (C:<Email Templates>\<SelectMultiple> T:TemplateName)Displays a pick list of items in the “Email Templates” folder for the user to select one or more, modify and send

Email (C:<Email Templates>\<SelectMultiple> T:TemplateName) No Display AutoSendDisplays a pick list of items in the “Email Templates” folder for the user to select one or more. The copy of the selected email template(s) are automatically sent without being displayed.

Email, Appointment, Meeting, Journal, Opportunity, Project, Task


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Company Sets the TSCRM Active Company to be the CRM Company linked to the item the CA was launched for.

Example: Set As Active (Company)

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Set As Active

Contact Sets the TSCRM Active Contact to be the CRM Contact linked to the item the CA was launched for.

Example: Set As Active (Contact)

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Set As Active

Email1 Creates an email with the “To” addressee set to the Email1Address of the contact the custom action was launched for.

Example: Email (Email1)

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Email



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Email



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Email

EmailAll Creates an email with the “To” addressee set all 3 email addresses of the contact the custom action was launched for.

Example: Email (EmailAll)

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Email

EmailFirstNonBlank

Creates an email with the “To” addressee set to the first non blank email address on the contact record. If Email1Address is not blank then it will be used, otherwise Email2Address will be checked and then Email3Address.

Example: Email (EmailFirstNonBlank)

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Email


Follow On Creates a new item of the same type as item the CA was launched from with “Follow-on” notations in both the Subject and Notes/Body of the new item. Create one to see the specifics of the formatting.

Examples: Appointment (Follow On) Meeting (Follow On) Task (Follow On)

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Task

Appointment

For Company This is a unique parameter in that it switches the launch item to be the CRM Company of the launch item. Most custom actions will operate for the linked contact of the launch item. Some of our customers manage their data at the Company level and the linking of child type items to the contacts is irrelevant. If “For Company” exists in the custom action parameter then the custom action is created directly for the company item.

If a linked company can not be found then a picker list of companies is displayed for the user to select the company to be used by the custom action.

Examples: Journal (For Company) Task (For Company)

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All Custom Actions


For Opportunity This is a unique parameter in that it switches the launch item to be the CRM Opportunity of the launch item. Most custom actions will operate for the linked contact of the launch item. If “For Opportunity” exists in the custom action parameter then the new item will be linked to the Opportunity but the primary Contact/Company link will stay with the launch item. If a Contact/Company can not be determined from the launch item then the Contact/Company link in the Opportunity will be used.

For example, if the custom action was Email (Reply to Selected Email For Opportunity) and the user was in their Inbox and launched this custom action for the selected email then the reply email (when sent) will be recorded as an Email History item linked to the Contact/Company related to the selected email and the user would be prompted to identify the Opportunity item to also link the Email History item to.

If a linked opportunity can not be found then a picker list of opportunities is displayed for the user to select the opportunity to be used by the custom action. This picker list is automatically filtered to first display the opportunities linked to the contact and if there aren’t any then the opportunities for the Company and if none then all opportunities will be displayed. The user can always manually adjust the filter to show all opportunities if they would like.

Examples: Journal (For Opportunity) Task (For Opportunity) Email (For Opportunity) Email (For Opportunity) No Notes Email (Reply to Selected Email For Opportunity)

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All Custom Actions


For Project This is a unique parameter in that it switches the launch item to be the CRM Project of the launch item. Most custom actions will operate for the linked contact of the launch item. If “For Project” exists in the custom action parameter then the new item will be linked to the Project but the primary Contact/Company link will stay with the launch item. If a Contact/Company can not be determined from the launch item then the Contact/Company link in the Project will be used.

For example, if the custom action was Email (Reply to Selected Email For Project) and the user was in their Inbox and launched this custom action for the selected email then the reply email (when sent) will be recorded as an Email History item linked to the Contact/Company related to the selected email and the user would be prompted to identify the Opportunity item to also link the Email History item to.

If a linked project can not be found then a picker list of projects is displayed for the user to select the project to be used by the custom action. This picker list is automatically filtered to first display the projects linked to the contact and if there aren’t any then the projects for the Company and if none then all projects will be displayed. The user can always manually adjust the filter to show all projects if they would like. The user may also be able to select different workflow folders if they exist.

Examples: Journal (For Project) Task (For Project) Email (For Project) No Notes Email (Reply to Selected Email For Project)

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All Custom Actions

For Workflow This is a unique parameter in that it switches the launch item to be the CRM Workflow of the launch item. Most custom actions will operate for the linked contact of the launch item. If “For Workflow” exists in the custom action parameter then the new item will be linked to the Workflow but the primary Contact/Company link will stay with the launch item. If a Contact/Company can not be determined from the launch item then the Contact/Company link in the Workflow will be used.

For example, if the custom action was Email (Reply to Selected Email For Workflow) and the user was in their Inbox and launched this custom action for the selected email then the reply email (when sent) will be recorded as an Email History item linked to the Contact/Company related to the selected email and the user would be prompted to identify the Opportunity item to also link the Email History item to.

If a linked workflow can not be found then a picker list of workflows is displayed for the user to select the workflow to be used by the custom action. This picker list is automatically filtered to first display the

All Custom Actions


workflows linked to the contact and if there aren’t any then the workflows for the Company and if none then all workflows will be displayed. The user can always manually adjust the filter to show all workflows if they would like.

If the workflow folder is provided enclosed in square brackets ex [Workflow Name] then the that folder will be displayed in the picker list. The user may also be able to select different workflow folders if they exist.

Syntax: Action (For Workflow [Workflow Name]) Options

Workflow Name = the name of the workflow as specified on the “Teamwork Workflow Folders” option on the “*Ext Teamwork” tab in the TSCRM Options Manager.

Examples: Journal (For Workflow) Task (For Workflow [Custom Care]) Email (For Workflow) Email (For Workflow) No Notes Email (Reply to Selected Email For Workflow)

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For Ticket This is a unique parameter in that it switches the launch item to be the CCS Ticket of the launch item. Most custom actions will operate for the linked contact of the launch item. If “For Ticket” exists in the custom action parameter then the new item will be linked to the Ticket but the primary Contact/Company link will stay with the launch item. If a Contact/Company cannot be determined from the launch item then the Contact/Company link in the Ticket will be used.

For example, if the custom action was Email (Reply to Selected Email For Ticket) and the user was in their Inbox and launched this custom action for the selected email then the reply email (when sent) will be recorded as an Email History item linked to the Contact/Company related to the selected email and the user would be prompted to identify the Opportunity item to also link the Email History item to.

If a linked workflow cannot be found then a picker list of Tickets is displayed for the user to select the Ticket to be used by the custom action. This picker list is automatically filtered to first display the Tickets linked to the contact and if there aren’t any then the Tickets for the Company and if none then all Tickets will be displayed. The user can always manually adjust the filter to show all Tickets if they would like.

If the Ticket folder is provided enclosed in square brackets ex [Ticket Name] then the that folder will be displayed in the picker list. The user may also be able to select different ticket folders if they exist.

Syntax: Action (For Ticket [Ticket Name]) Options

Ticket Name = the name of the Ticket as specified on the “Tickets Workflow Folders” option on the “*Ext Tickets” tab in the TSCRM Options Manager.

Examples: Journal (For Ticket) Task (For Ticket [Assigned Tickets]) Email (For Ticket) Email (For Ticket) No Notes Email (Reply to Selected Email For Ticket)

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All Custom Actions

Forward Will use the Outlook “Forward” function to forward the selected email(s). The email will be addressed to the contact that is selected from the displayed list of CRM Contacts (using the Extensions picker window).

Example: Email (Forward)

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Email


Forward To Contact Will use the Outlook “Forward” function to forward the selected email(s) to the Active Contact or to the contact of the selected folder item (depending on what the custom action was launched for).

Example: Email (Forward to Contact)

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Email

Journal History in Contact Notes

Will refresh the Journal notes that have been previously copied to the linked contact’s “Notes” field. There are 5 options on the *Ext Forms tab that control the automatic copying of data from Journal items up to their linked contact’s notes field. This custom action refreshes the data in the contact’s Notes field based on the settings in these 5 options.

The 5 settings are:(Please see the “tooltips” in the TSCRM Options Manager for additional documentation on each of these options)

Journal Notes to Contact Notes Journal Notes Limit Size Journal Notes Limit Number Journal Notes Limit Filter Journal Notes Limit Filter2

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Refresh

KB Article This parameter is used with the Email Action and is used to format an email with the contents of a selected KB Article. The list of KB Articles is displayed for the user to select and then the “Simple KB Info (Subject)” Reply Template is use to set the Subject of the email and the “Simple KB Info (Body)” Reply Template is used to format the Body of the email. When formatting either of these templates you may use any of the Extensions {{Field Replace}} strings including a special prefix of “KB.” So that information from the selected KB Article can be included in the Subject and Body of the email. You will need to add the Subject and Body formatting templates to the TSCRM Options Manager in the “Processing Mode” for “KB Article” on the “Reply Templates” tab.

Sample Templates:

Simple KB Info (Subject) = KB Subject: {{KB.KB Subject}} ({{KB.KB Article}})

Simple KB Info (Body) = {{KB.Body}}<cr>top Reference Index

Email (KB Article)

Linked Company Used with the Copy Action to make a copy of the launch item’s linked company.

Example: Copy (Linked Company)top Reference Index

Copy



Linked Contact Used with the Copy Action to make a copy of the launch item’s linked contact.

Example: Copy (Linked Contact)top Reference Index

Copy

New Item - Special Parameters

The following parameters are used to control the CRM and Outlook links that are placed into the new item. Generally, you would want all of these links to be placed in your new items (which is the default), however, if your specific implementation requires it you may suppress any or all of these links by adding the following text strings to the beginning of your custom action parameter.

Note: the “T: ConfigData” and optionally the “C:” parameters must come *after* any of these optional text strings

Parameter Description Example

No Parent Info Overrides the default behavior of setting the following fields in the New Item: Parent Type, Parent EntryID, Parent ID, Parent Subject, System Storage

New Item (No Parent Info T:ConfigData(SectionName))

No CRM Links Overrides the default behavior of setting all CRM type links. Including this parameter has the same affect of including: No Bill Info Links, No Mileage Links, No Project Links.

New Item (No CRM Links…)

No Bill Mileage Links

Overrides the default behavior of setting the Contact (BillingInformation) and Company (Mileage) links in the New Item.

New Item (No Bill Mileage Links…)

No Bill Info Links

Overrides the default behavior of setting the Contact (BillingInformation) link in the New Item.

New Item (No Bill Info Links…)

No Mileage Links

Overrides the default behavior of setting the Company (Mileage) link in the New Item.

New Item (No Mileage Links…)

No Project Links

Overrides the default behavior of setting the Project links in the New Item (Projects, Opportunities, Project Link IDs)

New Item (No Project Links…)

No Outlook Overrides the default behavior of New Item (No Outlook


Links setting the links in the Outlook “Contacts” field (usually located in the lower left corner of each of the Outlook forms).top Reference Index

Links…)

Parameter(Continued)

Description and Usage(Continued)

Applicable Actions

Next Action When these new items (see applicable Actions) are created with the “Next Action” parameter the new item subject is specially created with the text of the “Next Action” and “Next Action Date” fields in the item that the custom action was launched from.

The following fields are set in each of the Action form types:

JournalSubject = see belowEntry Type = Based on the content of the Next Action in the launch itemNext Action = Launch Item.Next Action (if the launch item is a Journal)Next Action Date = Launch Item.Next Action Date (if the launch item is a Journal

TaskSubject = see belowDueDate = Launch Item.Next Action Date

AppointmentSubject = see belowStart = Launch Item.Next Action DateReminderTime = Launch Item.Next Action Date

EmailSubject = see below

Subject is defaulted to:Launch Item.Subject [Next Action: Launch Item.Next Action, Date: Launch Item.Next Action Date]

Subject can be overridden with the “FormName Next Action Update Subject” option on *Ext Forms tab for Journal, Task and Appt forms. You supply a text string usually with {{Field Replace}} characters to build up your own Subject values for “Next Action” type custom actions.

This parameter is mutually exclusive with all other parameters (must be the only text within the parenthesis)top Reference Index

Journal, Task, Appointment, Email

No Email History Moved this feature to Options. ‘No Email History’ as of Extensions version 5.3.37 has been move to

Email




be an Option for Custom Actions. This means it is now to be specified to the right of the right parenthesis along with any other options for the custom action. Documentation here: No Email Historytop Reference Index

No Journal Moved this feature to Options. ‘No Journal’ as of Extensions version 5.3.37 has been move to be an Option for Custom Actions. This means it is now to be specified to the right of the right parenthesis along with any other options for the custom action. Documentation here: No Journal top Reference Index

Email


Opportunity Sets the TSCRM Active Opportunity to be the Opportunity linked to the item the CA was launched for.

Example: Set As Active (Opportunity)

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Set As Active

Personal Will create the Action type item in the user’s respective Outlook Mailbox folder (ie. Appointment (Personal) will create an appointment on the user’s personal calendar.

These items are independent and are not linked into the CRM system.

Examples: Journal (Personal) Task (Personal)

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Journal, Task, Appointment

Phone Call Will create the new item and copy all of the typical phone numbers from the linked contact into the “Notes” field of the new item so that the user has quick reference for the phone numbers when it is time to make their call. When a Journal is created the “Entry type” field is also set to “Phone call”

This parameter is mutually exclusive with all other parameters (must be the only text within the parenthesis)

Examples: Journal (Phone Call) Task (Phone Call) Appointment (Phone Call) Reminder

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Journal, Task, Appointment, Email

Project Sets the TSCRM Active Project to be the CRM Project linked to the item the CA was launched for.

Example: Set As Active (Project)

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Set As Active

Reply I need to test to see what the differenced is between “Reply” and “Reply to Selected Email”top Reference Index

Reply To Selected Email

Will use the Outlook “Reply” function to create a reply email for the selected email(s).

Example: Email (Reply to Selected Email)

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Email

ReplyAll I need to test to see what the differenced is between “ReplyAll” and


“ReplyAllto Selected Email”top Reference Index


ReplyAll To Selected Email

Will use the Outlook “ReplyAll” function to create a reply email for the selected email(s).

Example: Email (ReplyAll to Selected Email)

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Email

Select Form Used when creating Opportunities and Projects. Both of these forms reside in the same CRM folder and customers may use multiple versions of each form. Using this “Select Form” parameter with either the Opportunity or Project Actions will force the Extensions to display the list of forms for the CRM Projects/Opportunities folder for the user to select the specific form that they want for the new item the custom action is to create. If the Action = “Opportunity” then just the forms with “Opportunity” in the form name will be displayed for the user to select from… and the Action of “Project” will only display “Project” forms. These forms are listed in the TSCRM Options Manager on the “Projects” tab in the option called “Project Form Types”. To display a list of all forms listed on the “Project Form Types” option then use the parameter just below called “Select Form All”.

Examples: Opportunity (Select Form) Project (Select Form)

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Opportunity

Project

Select Form All Used when creating Opportunities and Projects. Both of these forms reside in the same CRM folder and customers may use multiple versions of each form. Using this “Select Form All” parameter with either the Opportunity or Project Actions will force the Extensions to display the list of all the forms for the CRM Projects/Opportunities folder for the user to select the specific form that they want for the new item the custom action is to create. These forms are listed in the TSCRM Options Manager on the “Projects” tab in the option called “Project Form Types”. The parameter will display a list of all forms listed on the “Project Form Types” option.

Examples: Opportunity (Select Form All) Project (Select Form All)

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Opportunity

Project

Selected Email Will create a new item based on the Action from the selected email item(s). When used with the Log Action and multiple emails are selected this parameter will create a new Email History item from each selected email and each Email History item will be linked to the CRM Contact / Company of the selected email.

When used with the “Journal” Action the new item will be a Journal created with information form the selected email item(s). Email Subject

Record, Log, Journal


à Journal Subject, Email Notes à Journal Notes, Email Received Date à Journal Start Date, Journal Type = Email message

Examples: Log (Selected Email) Record (Selected Email) Journal (Selected Email)

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Selected Email to Company

Will create a new item based on the Action from the selected email item(s). When used with the Log Action and multiple emails are selected this parameter will create a new Email History item from each selected email and each Email History item will be linked to the CRM Company (only) of the selected email.

When used with the “Journal” Action the new item will be a Journal created with information form the selected email item(s). Email Subject à Journal Subject, Email Notes à Journal Notes, Email Received Date à Journal Start Date, Journal Type = Email message

Examples: Log (Selected Email to Company) Record (Selected Email to Company) Journal (Selected Email to Company)

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Selected Email to Email History

Will copy the selected email(s) to the CRM Email History folder and link each email history item to the appropriate CRM Contact and Company. This linking is based on the “From” address for most email folders and the “To” address for any email in the Outlook “Sent Items” folder or any folder under “Sent Items” (for up to 30 levels of folders under “Sent Items).

Example: Copy (Selected Email to Email History)

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Copy

Selected Email to Opportunity

Will create a new Email History or Journal item from the selected email item(s) based on the specified “Action”.

A picker list of opportunities is displayed for the user to select the opportunity to be used by the custom action to record the email to. This picker list is automatically filtered to first display the opportunities linked to the contact and if there aren’t any then the opportunities for the Company and if none then all opportunities will be displayed. The user can always manually adjust the filter to show all opportunities if they would like.

When used with the Log or Record Action and multiple emails are selected this parameter will create a new Email History item from each selected email and each Email History item will be linked to the CRM Contact and Company of the selected email.


The new item will be linked to the Opportunity but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the



selected item then the Contact/Company link in the Opportunity will be used.

Note: By Default the selector used for the user to select the opportunity(s) is the original Project and Opportunity selector which support additional filtering by Opportunity and/or Project. If you would like the newer Extensions picker window used the specify “Selected Email to Folder [Opportunity]”. It is the word “Folder” that triggers the use of the newer grid selector window. The “[Opportunity]” portion will always use the CRM folder for Projects and Opportunities regardless of the folders actual name.

Examples: Log (Selected Email to Opportunity) Record (Selected Email to Opportunity) Journal (Selected Email to Opportunity) Record (Selected Email To Folder [Opportunity]) uses

Extensions item newer picker windowtop Reference Index


Selected Email to Project


A picker list of projects is displayed for the user to select the project to be used by the custom action to record the email to. This picker list is automatically filtered to first display the projects linked to the contact and if there aren’t any then the projects for the Company and if none then all projects will be displayed. The user can always manually adjust the filter to show all projects if they would like.



The new item will be linked to the Project but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Project will be used.

Note: By Default the selector used for the user to select the project(s) is the original Project and Opportunity selector which support additional filtering by Opportunity and/or Project. If you would like the newer Extensions picker window used the specify “Selected Email to Folder [Project]”. It is the word “Folder” that triggers the use of the newer grid selector window. The “[Project]” portion will always use the CRM folder for Projects and Opportunities regardless of the folders actual name.

Examples: Log (Selected Email to Project) Record (Selected Email to Project) Journal (Selected Email to Project) Record (Selected Email to Folder [Project]) uses



Selected Email to Workflow


A picker list of workflow items is displayed for the user to select the workflow item to be used by the custom action to record the email to. This picker list is automatically filtered to first display the projects linked to the contact and if there aren’t any then the workflow items for the Company and if none then all workflow items will be displayed. The user can always manually adjust the filter to show all projects if



they would like.



The new item will be linked to the Workflow but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Workflow will be used.

If the workflow folder is provided enclosed in square brackets ex [Workflow Name] then the workflow items in that folder will be displayed in the picker list. The user may also be able to select different workflow folders from within the picker window if they exist (in the Workflow folders and Data Views Other Folders options).

Note: By Default the selector used for the user to select the folder item(s) is the original Project and Opportunity selector. If you would like the newer Extensions picker window used the specify “Selected Email to Folder [folder name]”. It is the word “Folder” that triggers the use of the newer grid selector window. The “[folder name]” portion will be used to look up the folder reference in either the Data Views Other Folders option or the Teamwork Workflow Folders option.

Syntax: Action (Selected Email to Workflow [Workflow Name]) Options


Examples: Log (Selected Email to Workflow [Support Ticket]) Journal (Selected Email to Workflow [Support Ticket]) Record (Selected Email to Support Ticket) Record (Selected Email to Workflow) Record (Selected Email to Folder [Support Ticket]) uses



Selected Email to Ticket


A picker list of workflow items is displayed for the user to select the ticket item to be used by the custom action to record the email to. This picker list is automatically filtered to first display the projects linked to the contact and if there aren’t any then the ticket items for the Company and if none then all ticket items will be displayed. The user can always manually adjust the filter to show all projects if they would like.



The new item will be linked to the Ticket but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Ticket will be used.

If the ticket folder is provided enclosed in square brackets ex [Ticket Name] then the ticket items in that folder will be displayed in the picker list. The user may also be able to select different ticket folders from within the picker window if they exist (in the Ticket folders and Data Views Other Folders options).

Note: By Default the selector used for the user to select the folder item(s) is the original Project and Opportunity selector. If you would like the newer Extensions picker window used the specify “Selected Email to Folder [folder name]”. It is the word “Folder” that triggers the use of the newer grid selector window. The “[folder name]” portion will be used to look up the folder reference in either the Data Views Other Folders option or the Teamwork Ticket Folders option.

Syntax: Action (Selected Email to Ticket [Ticket Name]) Options

Ticket Name = the name of the ticket as specified on the “Teamwork Ticket Folders” option on the “*Ext Teamwork” tab in the TSCRM Options Manager.

Examples: Log (Selected Email to Ticket [Support Ticket]) Journal (Selected Email to Ticket [Support Ticket]) Record (Selected Email to Support Ticket) Record (Selected Email to Ticket) Record (Selected Email to Folder [Support Ticket]) uses



Selected Email to One Opportunity


The key difference with this parameter is that if multiple emails are selected then all of the selected emails will be linked to the same one opportunity that the user selects.

A picker list of opportunities is displayed for the user to select the opportunity to be used by the custom action to record the email to. This picker list is automatically filtered to first display the opportunities linked to the contact and if there aren’t any then the opportunities for the Company and if none then all opportunities will be displayed. The user can always manually adjust the filter to show all opportunities if they would like.

When used with the Log Action and multiple emails are selected this parameter will create a new Email History item from each selected email and each Email History item will be linked to the CRM Company (only) of the selected email.


The new item will be linked to the Opportunity but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Opportunity will be used.

Note: The newer Extensions picker grid is used when adding the “One” word to “Selected Email to One” therefore the “Folder [Opportunity]” syntax is not supported.

Examples: Log (Selected Email to One Opportunity) Record (Selected Email to One Opportunity) Journal (Selected Email to One Opportunity)

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Selected Email to One Project


The key difference with this parameter is that if multiple emails are selected then all of the selected emails will be linked to the same one project that the user selects.

A picker list of projects is displayed for the user to select the project to be used by the custom action to record the email to. This picker list is automatically filtered to first display the projects linked to the contact and if there aren’t any then the projects for the Company and if none then all projects will be displayed. The user can always manually



adjust the filter to show all projects if they would like.



The new item will be linked to the Project but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Project will be used.

Note: The newer Extensions picker grid is used when adding the “One” word to “Selected Email to One” therefore the “Folder [Project]” syntax is not supported.

Examples: Log (Selected Email to One Project) Record (Selected Email to One Project) Journal (Selected Email to One Project)

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Selected Email to One Workflow


The key difference with this parameter is that if multiple emails are selected then all of the selected emails will be linked to the same one workflow that the user selects.




The new item will be linked to the Workflow but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Workflow will be used.

If the workflow folder is provided enclosed in square brackets ex [Workflow Name] then the that folder will be displayed in the picker list. The user may also be able to select different workflow folders if they exist.

Note: The newer Extensions picker grid is used when adding the “One” word to “Selected Email to One” therefore the “Folder [foldername]” syntax is not supported.

Syntax: Action (Selected Email to One Workflow [Workflow Name]) Options


Examples: Log (Selected Email to One Workflow [Support Ticket]) Journal (Selected Email to One Workflow) Record (Selected Email to One Workflow [Support Ticket])

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Selected Email to Will create a new Email History or Journal item from the selected Record, Log,


One Ticket email item(s) based on the specified “Action”.

The key difference with this parameter is that if multiple emails are selected then all of the selected emails will be linked to the same one ticket that the user selects.




The new item will be linked to the Ticket but the primary Contact/Company link will stay with the Contact/Company of the selected item. If a Contact/Company can not be determined from the selected item then the Contact/Company link in the Ticket will be used.

If the ticket folder is provided enclosed in square brackets ex [Ticket Name] then the that folder will be displayed in the picker list. The user may also be able to select different ticket folders if they exist.

Note: The newer Extensions picker grid is used when adding the “One” word to “Selected Email to One” therefore the “Folder [foldername]” syntax is not supported.

Syntax: Action (Selected Email to One Ticket [Ticket Name]) Options

Ticket Name = the name of the ticket as specified on the “Teamwork Ticket Folders” option on the “*Ext Teamwork” tab in the TSCRM Options Manager.

Examples: Log (Selected Email to One Ticket [Support Ticket]) Journal (Selected Email to One Ticket) Record (Selected Email to One Ticket [Support Ticket])

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Journal

T: Specifies a custom action Template to be used to further modify the item that is being created by the custom action. The T: parameter specifies a template name that is used to lookup and use all of the template entries in the CRM Extensions Conifg à [Custom Action Templates]. These templates entries are used primarily to set field values in the new item that the custom action is creating, however, are


also very useful to execute any of the template functions found in the Templates documentation below.

When updating fields the value prortion of the template support the Extensions {{Field Replace}} functions.

Many template functions are available to print, move, save, etc. the new item.

This “T:” parameter is often used along with the “C:” parameter (described above) to add data to any of the fields in your new copy of the specified item. Both the T: and C: parameters come after any other parameters you specify. The only exception is for the Deferred Email “CRMSendDate:” which is always last in the parameter list.

Syntax: Template Name (Field or Function)=Value

Field = any Outlook built in or custom field

Function = any of the functions listed in the “T: Template” section below

Value = any value that is valid for the specified field or for the function (if the function uses a value)

Examples: Template Name1 (Subject)=The subject for my new item Template Name1 (DueDate)={{DateAdd.w,2,{{Now}}}} Template Name1 (Body)=ConfigEntry (Reply Templates, Lead

Qualification Template) Template Name1 (Save)= Template Name2=ConfigData (Template Name2 Section, Our

Custom Actions Config Item)

More complete and detailed documentation is provided in the section below titled “Templates Defined”top Reference Index



This Item Used with the Copy Action to make a copy of the launch item.

Example: Copy (This Item)

Launch this from a Task for to make a copy of the Tasktop Reference Index

Copy

V3 Adding “V3” to the parameter for the “Journal” Action will override other options in the CRM system which specify that Journaling an email it to create an email. With V3 the Journal Action will create a Journal from the email with the Journal.Subject = Email.Subject and Journal.Body = Email.Body and Journal.Start = Email.ReceivedDate and the email will be attached as a complete item to the new Journal.

Example: Journal (V3)

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Journal

View Parameters See the section above within the “View” Action section top Reference Index


Options that may be added to Custom Actions: Usage Notes:

Each of these options are placed at the right hand end of the custom action outside of the parenthesis Each of these options are case insensitive and spacing insensitive (case and spacing are ignored) Icons for each Action are automatically assigned (view here).


Option Description and Usage Applicable Actions

Attach Item Will attach to the new item a copy of the item the custom action was launched for.

This option may also be inside the parenthesis (with the parameter).Example:

Meeting () Attach Item Copy Notestop Reference Index

All custom actions that create new items.

Attach Item Shortcut

Or

Link Item

Will add a shortcut type link in the new item that points/links to the item the custom action was launched for.

This option may also be inside the parenthesis (with the parameter).Example:

Task (T:Workflow Step 1) Link Itemtop Reference Index


Auto Close Will automatically save and close the new item once the creation process has been completed.

This option is useful when creating email items and the Notes/Body field is being set and preserving the body formatting is important. Maintaining the proper formatting is sometimes only possible after the new item has been created and displayed and then the Notes/Body field is changed. In this case you would use this “Auto Close” option instead of the “No Display” option.

Example: Meeting (T:New Order Coordination

Meeting) Auto Closetop Reference Index


Auto Send Will automatically send Email items.

May also be used with the “No Display” optionExamples:

Email (C:<Email Templates>\<Select>) Auto Send

Deferred Email (C:<Email Templates>\<SelectMultiple>) Auto Send

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Email

Blank Will clear/blank out the “Subject” and “Notes” fields of the new item.




This option may also be inside the parenthesis (with the parameter).

See also “Copy Notes”, “No Notes” and “No Subject” options in this section.

Examples: Task (Next Action) Blank Opportunity (Select Form) Blank

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Copy Notes Will copy the contents of the “Notes” (Body) field from the item the custom action was launched for to the newly created item.


See also “Blank”, “No Notes” and “No Subject” options in this section.

Examples: Journal (Selected Email) Copy Notes Opportunity () Copy Notes

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Delete Email Will DELETE the selected Email after the Email has been successfully recorded in the CRM Email History folder. The user will be prompted to confirm before the email is deleted. “Delete Email No Prompt” will delete the email without prompting the user. There are a few conditions that must be true before the selected email would be deleted:

1. The custom action parameter must contain “Selected Email” as part of the parameter

2. The selected folder item must be an email type item

3. The selected item must be in the user’s Inbox for their default Mailbox folders

4. The custom action option must contain “Delete Email”

5. The corresponding Email History item was successfully created.

See also “Delete Email No Prompt” options in this section.

Examples: Record (Selected Email) Delete Email Record (Selected Email) Delete Email No

Prompt Email (Reply to Selected Email) Delete Email

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The “Email” custom action working with Email in the User’s Inbox.

Delete Email No Prompt

Same as “Delete Email” option above except the user does not get a confirmation prompt and the email is automatically deleted if all of the “Delete Email”

The “Email” custom action working with Email in the User’s Inbox.



conditions are true.

Examples: Record (Selected Email) Delete Email No

Prompt Email (Reply to Selected Email) Delete Email

No Prompttop Reference Index



Display Will display the new item(s) created by the custom action.

This option is only used for the Actions (Record and Log) that by default do not display the item created by the custom action.

The Copy Action for Linked Contact, Linked Company and This Item will always display the new copy but this “Display” option applies to all other items created by the Copy Action.

Examples: Record (Selected Email) Display Copy (Linked Company) Display

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Any custom action that creates a new item that is not displayed by default.

Record/Log

Copy

For Item Used to view “child” items that are linked to the current item that was used to launch this custom action. This is useful when wanting to view child items like Journals, Tasks, Email History, etc that are linked to an Opportunity or Project type item. Without the “For Item” option the custom action will default to showing child items for the contact/company that the Opportunity or Project is linked to. When using the “For Item” option on a custom action launched from a contact then child items for the contact will be shown and when launched from a company the child items of the company will be shown.

Example:

View (Journal) For Itemwhen launched from a Project will show Journals linked to the project

View (Task) For Item when launched from a Project will show Tasks linked to the project

View (Email) For Item when launched from a Project will show Email History items linked to the project

Form Used to create the new item with a specific Outlook form MessageClass.

By default TSCRM and CRM Extensions will create the new item based on the default form for the folder (see folder properties à General tab à “When

Appointment, Journal, Task, Opportunity, Project, Workflow, KB Article

Note: for “New Item” you must specifically identify the Folder



posting to this folder use:” setting). Outlook folders may contain items with multiple form types (MessageClasses). This “Form” options allows the custom action to create the new item with a MessageClass other than the default MessageClass/form for the folder.

This may be very useful when integrating other Outlook based systems with TSCRM.

Example: Task (T:Workflow Task) InFolder:\\Public

Folders\All Public Folders\Workflows\Support Tickets Form:IPM.Task.Support Ticket

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and Form in the New Items configuration settings.



Hide Complete Used to hide the “Completed” items from the Opportunity and Projects picker window.

By default TSCRM and CRM Extensions will display all of the requested items in the picker grid (both completed and non-completed items). Including this option on your custom action will display the picker grid without items where the underlying Task Complete field is checked. For you technical folks “[Complete]<>True” is added to whatever filter is already being used in the grid.

This is useful when you have lots of Opportunities and/or Projects and you only want your users to be able to select from the currently active items.

Notes: place “HideComplete” outside the right parenthesis. Capitalization and spacing don’t matter.

Example: Record (Selected E-mail to One Opportunity)

HideComplete Email (For Project) HideComplete Journal (For Opportunity) Hide Complete Task (Selected E-mail For Ticket[Assigned

Tickets]) CopyNotes HideCompletetop Reference Index

Opportunity, Project, Workflow, Tickets

Hide Notes Pane Will hide the Notes review pane in the CRM Extensions “picker” window which is used for selecting which items to view or use for a selection. This option is most frequently used with the “View” action but can be used with any custom action that displays the Extensions picker window.

By default Contact, Company, Opportunity, Project, Workflow, et. folders will show the notes pane so this option is really only applicable for other folders like Calendar, Task, Journal and Email.

See also: Show Notes Pane option above in this sectionExamples:

View (Email History) Hide Notes Pane View (Calendar) Hide Notes Pane View (Journal) Hide Notes Pane View (Task) Hide Notes Pane

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All custom actions that display the CRM Extensions picker window.



InFolder Used to create the new item in a specific Outlook folder.

By default TSCRM and CRM Extensions will create the new item in the CRM folder that is specific to the form type (e.g. Journals are created in the CRM Journal folder). This “InFolder:” option allows the custom action to create the new item in any Outlook folder.

This may be very useful when integrating other Outlook based systems with TSCRM.

The default form for the folder will used for the new item unless the “Form” option is also specified.

Syntax: InFolder: FolderPath or Extensions folder shortcut

Example: Task (T:Workflow Task) InFolder:\\Public

Folders\All Public Folders\Workflows\Support Tickets Form:IPM.Task.Support Ticket

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Appointment, Journal, Task, Opportunity, Project, Workflow, KB Article

Note: for “New Item” you must specifically identify the Folder and Form in the New Items configuration settings.

Link Item Synonymous with “Attach Item Shortcut”

No Display Will suppress the displaying of the item the custom action created.

This is very useful when using the “Create” custom action Action to create an “activity series” that contains deferred emails. Also, very useful when sending Email Templates where you know what the email content is and you don’t need to see the email before it is sent.

Optional syntax: NoDisplay (without spaces)

Example: Email (C:<Email Templates>\

<SelectMulitple>) No Display AutoSendtop Reference Index

All custom actions that create new items and the new item is displayed by default.

No Email History When creating a new email through the CRM system the email, when sent, will automatically be copied to the Email History folder. This “No Email History” parameter will override this function so that the new email that is created will *NOT* be copied to the Email History folder when it is sent.

Email



This option is only applicable when your CRM options are set to create Email History items when recording email items.

Optional syntax: NoEmailHistory (without spaces)

Examples: Email () No Email History Email (C:<Email Templates>\

<SelectMultiple>) AutoSend NoEmailHistorytop Reference Index



No Item Some Custom Actions and some External Functions can be launched without being launched for a specific item.

Optional syntax: NoItem (without spaces)

Example: Search ({{!Enter Windows Desktop Search text!}})

No Itemtop Reference Index

Search and perhaps others

Any custom action Action that can be used without being launched for a specific item.

No Journal When creating a new email through the CRM system the email, when sent, will automatically create a Journal from the sent email. This “No Journal” parameter will override this function so that no journal will be created when the new email is sent.

This option is only applicable when your CRM options are set to create Journal items when recording email items.

Optional syntax: NoJournal (without spaces)

Example: Email (No Journal)

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Email

No Notes Will clear/blank out the “Notes” field of the new item.


See also “Copy Notes”, “Blank” and “No Subject” options in this section.

Optional syntax: NoNotes (without spaces)

Examples: Task (Next Action) No Notes Opportunity (Select Form) No Notes

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No Reminder Turns off the “Reminder” check box on the new Appointment or Task item


Optional syntax: NoReminder (without spaces)Examples:

Task (Next Action) No Reminder

Appointment, Task


Option Description and Usage Applicable Actions Appointment () No Reminder

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NoSetFocusItem When launching custom actions from the ribbon on an Outlook item or the Outlook window the default behavior is to bring the window the action was launched from back to the front and set it as the active window. If you don’t want this behavior then add the option of “NoSetFocusItem”.

Note: This is only supported on custom actions which are launched from a ribbon.

All custom actions launched from ribbons

No Subject Will clear/blank out the “Subject” field of the new item.


See also “Copy Notes”, “Blank” and “No Notes” options in this section.

Optional syntax: NoSubject (without spaces)

Examples: Task (Next Action) No Subject Email () No Subject

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Show Notes Pane Will show the Notes review pane in the CRM Extensions “picker” window used for selecting which items to view or use for a selection. This option is most frequently used with the “View” action but can be used with any custom action that displays the Extensions picker window.

By default Calendar, Task, Journal and Email folders will show the notes pane so this option is really only applicable for other folders like Contact, Company, Opportunity, Project, Workflow, etc.

See also: Hide Notes Pane option above in this sectionExamples:

View (Contacts) Show Notes Pane View (Opportunities) Show Notes Pane

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All custom actions that display the CRM Extensions picker window.

Reminder Will turn on the reminder check box on the new Appointment or Task item.

This option may also be inside the parenthesis (with the parameter).Examples:

Appointment, Task


Option Description and Usage Applicable Actions Task (Next Action) Reminder Appointment () Reminder

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Timer Off Will turn off the Journal timer when creating new Journal itemsExamples:

Journal (Phone Call) Timer Offtop Reference Index

Journal

Timer On Will turn on the Journal timer when creating new Journal itemsExamples:

Journal (Phone Call) Timer Ontop Reference Index

Journal

Folder Shortcuts available

Valid Extensions Folder Shortcuts Folder used

Usage Notes:

These shortcuts may be used when specifying paths to Outlook folders in any of the CRM Extensions Custom Actions and {{FieldReplace}} functions

Multiple names for some of the folders are provided for improved readability and clarity when using these shortcuts in your Extensions functions

Example: Use <CRM Contacts> instead of the full path of \\Public Folders\All Public Folders\TeamScope CRM\Contacts

<Calendar>, <Appointment>, <Appointments>, <CRM Calendar>

CRM Calendar (defined in: CRM Options Manager / Folders tab)

<Company>, <Companies>, <CRM Companies>

CRM Companies (defined in: CRM Options Manager / Folders tab)

<Contact>, <Contacts>, <CRM Contacts>

CRM Contacts (defined in: CRM Options Manager / Folders tab)

<Lead>, <Leads>, <CRM Leads> CRM Leads (defined in: CRM Options Manager / Folders tab)

<Email>, <Email History>, <CRM Email History>

CRM Email History (defined in: CRM Options Manager / Folders tab)

<Email Archive>, <Email History Archive>, <CRM Email History Archive>

CRM Extensions Email History (defined in: CRM Extensions Config / [Extensions Folders] section)

<Deferred Delivery>, <Deferred Delivery Email>, <DDE>, <Deferred Email>, <CRM Deferred Delivery

CRM Extensions Email History Archive(defined in: CRM Extensions Config / [Extensions



Email> Folders] section)

<Journal>, <Journals>, <CRM Journal> CRM Journal (defined in: CRM Options Manager / Folders tab)

<Journal Archive>, <CRM Journal Archive>

CRM Extensions Journal Archive(defined in: CRM Extensions Config / [Extensions Folders] section)

<Project>, <Projects>, <CRM Projects> CRM Projects/Opportunities (these are both in the same folder) (defined in: CRM Options Manager / Folders tab)

<Opportunity>, <Opportunities>, <CRM Opportunities>

CRM Opportunities/Projects (these are both in the same folder) (defined in: CRM Options Manager / Folders tab)

<Task>, <Tasks>, <CRM Tasks> CRM Tasks (defined in: CRM Options Manager / Folders tab)

<User>, <Users>, <CRM Users> CRM Users (defined in: CRM Options Manager / Folders tab)

<Portfolio>, <Portfolios>, <CRM Portfolios>

CRM Extensions Portfolios (defined in: CRM Extensions Config / [Extensions Folders] section)

<Pipeline>, <CRM Pipeline> CRM Extensions Pipeline (defined in: CRM Options Manager / *Ext Pipeline tab)

<Product>, <Products>, <CRM Products>

CRM Extensions Products (defined in: CRM Options Manager / *Ext Pipeline tab)

<Compliance>, <CRM Compliance> CRM Extensions Compliance (defined in: CRM Extensions Config / [Extensions Folders] section)

<Fund>, <Funds>, <CRM Funds> CRM Extensions Funds(defined in: CRM Extensions Config / [Extensions Folders] section)

<Client Fund>, <Client Funds>, <CRM Client Funds>

CRM Extensions Client Funds(defined in: CRM Extensions Config / [Extensions


Option Description and Usage Applicable ActionsFolders] section)

<KB>, <Knowledge Base>, <CRM Knowledge Base>

CRM Extensions Knowledge Base (defined in: CRM Options Manager / *Ext Teamwork tab)

<Templates> CRM “Templates” folder under Users

<Email Templates>, <Task Templates>, etc

Any of the folders under the CRM “Templates” folder (located under Users)

<Mailbox> Current user’s private highest level Mailbox folder

<Mailbox Calendar> Current user’s private Calendar folder

<Mailbox Contacts> Current user’s private Contacts folder

<Deleted Items>, <Mailbox Deleted Items>

Current user’s private Deleted Items folder

<Drafts>, <Mailbox Drafts> Current user’s private Drafts folder

<Inbox>, <Mailbox Inbox> Current user’s private Inbox folder

<Mailbox Journal> Current user’s private Journal folder

<Outbox>, <Mailbox Outbox> Current user’s private Outbox folder

<Sent Items>, <Mailbox Sent Items> Current user’s private Sent Items folder

<Mailbox Tasks> Current user’s private Tasks folder

<Junk Email>, <Mailbox Junk Email> Current user’s private Junk Email folder

<Workflow folder alias name> CRM Extensions Workflow folders (integration with TeamWork worflows) (defined in: CRM Options Manager / *Ext Teamwork tab)

The alias name is the first parameter (text before the first comma) for each of the entries on the “Teamwork Workflow Folders” option

<Ticket folder alias name> CRM Extensions Tickets folders (integration with CCS Tickets) (defined in: CRM Options Manager / *Ext Tickets


Option Description and Usage Applicable Actionstab)

The alias name is the first parameter (text before the first comma) for each of the entries on the “Ticket Ticket Folders” option

<Other Folders alias name> CRM Extensions Other Folders (used for additional Archive folders and integration with other Outlook based systems) (defined in: CRM Options Manager / *Ext General tab)

The alias name is the first parameter (text before the first comma) for each of the entries on the “Other Folders” option

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Templates Defined (using the “T:” parameter) The CRM Extensions T: Templates functionality adds a very large set of functions and capability to what the custom actions can do to enhance and simplify the CRM user experience. These Templates help deliver the specific functionality the CRM user requires to efficiently complete use the CRM system with minimal keystrokes, often only one-click. This Template functionality is initiated with the “T:” parameter in any custom action that creates or updates Outlook items. A custom action using the T: parameter looks like:

Action (other parameters T: Template Name) Options The T: parameter specifies a custom action Template to be used to further modify the item that is being created or updated by the custom action. The T: parameter specifies a template name that is used to lookup and use all of the template entries in the CRM Extensions Conifg à [Custom Action Templates]. These templates entries are used primarily to set field values in the new item that the custom action is creating, but also to execute any of the template functions found in the Template Functions documentation below.

Template Entry Syntax: Template Name (Field or Function)=Value

Field = any Outlook built in or custom field

Function = any of the functions listed in the “Template Functions” section below e.g. print, move, save, etc.

Value = any value that is valid for the specified field or for the function (if the function uses a value). All {{Field Replace}} functions are supported including ConfigData.

Example of a [Custom Action Templates] section:

Template Name1 (Subject)=The subject for my new item

Template Name1 (Save)=

Template For Task (Subject)=This would be the new subject and it supports {{Field Replace}} functions

Template For Task (Body)=The could be a standardized task for one of the steps on your order processing. Use <cr> for new lines and <tab> for tabs to help line things up<cr><cr>Step 1 – First step in this task<cr><cr>Step 2 – Second step for this task<cr><cr>Step 3 – and so on

Template For Task (DueDate)={{DateAdd.w,3,{{Now}}}}

Template For Task (Save)

Template For Meeting (Subject)=Order Initiation Meeting for Order from {{Contact.FullName}} ({{Contact.CompanyName}})

Template For Meeting (Body)=Order from: {{Contact.FullName}} ({{Contact.CompanyName}})<cr><cr>Products Ordered:<cr>Product 1:




{{Product1}}<tab>{{Qty1}}<cr><cr>Product 2:{{Product2}}<tab>{{Qty2}}<cr>… <cr> Product 7:{{Product7}}<tab>{{Qty7}}

Template For Meeting (Start)={{DateAdd.w,5,{{Now}}}}

Custom Actions for these templates could have a variety of formats, here are a few samples:

Sample Custom Actions to use the Templates

Description

Task (T:Template For Task) Will create the Task and Display it for the user to make additional modifications.

Task (T:Template For Task) No Display

Will create and task and not display it, however it will be saved by the “Template For Task (Save)=” template entry

Meeting (T:Template For Meeting) No Reminder

Creates the Appointment per the template entries for Subject, Body and Start and turns off the reminder

Create (Task (T:Template For Task) No Display <;> Meeting (T:Template For Meeting)

Will create both the Task and Meeting items per the template entries. The Task will not be displayed and the Meeting will be displayed.

Usage Notes:1) T: parameter content types may be either of the following:

B. “Template Name” as shown in the examples above

C. An advanced syntax using the ConfigData (SectionName, Config Item Subject) function that references a configuration section that contains entries: Field or Function=ValueExample: Task (T:ConfigData (New Order Task, Custom Action Template Entries))This example will locate the config item with Subject=”Custom Action Template Entries” and then the section “New Order Task” and process all of the entries in this section for the Task that is being created by the “Task” Action.

2) Rules for Template Entries

The general form of a template entry is Key=Value. The “Key” portion has a slightly different format for the 2 different T: parameter types.

A. Rules for “Key” portion of template entries referenced by T: Template Name

1. The format of the template entry is: Template Name (Field / Function)=Value

2. These entries are always located in CRM Extensions Config à [Custom Action Templates]

3. Each “Key” part within this section must be unique


4. Many different template names can be stored in this one [Custom Action Templates] section

B. Rules for “Key” portion of template entries referenced by T: ConfigData

1. The template entry format is: Field / Function=Value (Note: the Template Name and parenthesizes are not used)

2. These sections with their entries are located in any configuration item located in either the central or local configuration folder for CRM

3. Each “Key” part within each configuration section must be unique

C. The rules for “Value” part of both Template Name and ConfigData are the same and are as follows:

1. Using “ConfigData” in the Value portion of a template entry may be used to reference yet another section.

a. This allows the CRM Administrator to build up modular blocks of configuration sections that can be combined together in many different ways but yet simplify the maintenance of custom action template entries in the future.

b. ConfigData(SectionName, ConfigItemSubject) to reference a section in one of the Config items

c. SectionName and ConfigItemSubject parameters may use {{Field Replace}} functions.

d. The "field" to the left of "ConfigData" is only used to make the entry unique (the field is NOT loaded with data from ConfigData but rather ConfigData references the config section with additional field=value pair(s) that are processed

e. When using "ConfigData" in the "Value" portion then "<;>" are not allowed (in other words the ConfigData stands alone and may not be used in the same "Value" cell with other Custom Actions

2. The Value portion may contain a set of Custom Actions separated by "<;>" and these can be any type of Custom Action (with or without a "T:" template). The rules for Values with <;> are:

a. It is assumed that all text around the "<;>" stings will be Custom Actions and not general "text" for a Custom Action with a simple Template

b. Each of the custom actions is specified just as if it was standalone custom action. Which means that some of these custom action could also use the T: parameter (of either type).

c. A set of Custom Actions will be created AND the Item object of each custom action will be stored so fields in objects early in the set of Custom Actions may be referenced by the Template entries of the later Custom Actions in the Set. Thus a Date may be set in a later item based on an offset of a Date in an earlier item. The Custom Action text is used as the object reference, Example: {{Journal (Next



Action).Start}} will reference the "Start" field of the "Journal (Next Action)" Custom Action that would have been created earlier in this set of Custom Action

3. Value (when setting Fields) formatting rules and suggestions:

a. This “Value” part of the template entry is the part to the right of the equal sign

b. All {{Field Replace}} functions are supported in the Value portion

c. <cr> to denote a new line (the "<cr>" will be replaced with the new line characters (vbCrLf) before being set into the "field"

d. <tab> to denote a tab character in the text (replaced with vbTab before being set to the "field")

e. Use {{!Your user prompt!}} to cause the Extensions to prompt the user for the required value. This may be used anywhere Extensions is doing the text field replacements.

f. Use {{DateText.{{!Your user prompt!}}}} to cause the Extensions to prompt the user for the required value. The text entered is converted to a date useing the Outlook date conversion algorithums. This may be used anywhere Extensions is doing the text field replacements.

g. Use {{#Your user prompt#}} to cause the Extensions to prompt the user for the required DATE value (a calendar droplist is provided to selecting the date). This may be used anywhere Extensions is doing the text field replacements.

h. Use {{DateText{{!Your user prompt!}}}} to prompt the user for a date. The user may enter any format the Outlook is able to convert to a date and the “DateText” function will convert the user input for you. Example: 6/18/2008 or “next Friday” or “first of next month”

i. Use the Custom Action "Set (Ext.YourField=text)" to set variables that you create within Extension to contain any text you want. These variables may be referenced in any {{Ext.YourField}} type field reference (in any text that Extensions uses directly)

4. Value (when used for Functions) formatting rules:

a. This “Value” part of the template entry is the part to the right of the equal sign

b. The value part is either blank or the data required by the function e.g. the folder path for the CopyToFolder function

c. See the Template Functions below for a list of all supported functions and the Value required

5. Field / Function formatting rules and options:

a. Fields can be either Outlook built-in for custom and if custom then they must exist in the form of the item being create

b. No Prefix (just the field name) will REPLACE any existing data in the "field" with the new "text" (this is the simple case used often illustrated in this document)

c. "-" (minus sign) will place the "text" BEFORE any existing data in the "field" e.g. Template Name (-Subject)=”Workflow: “



d. "+" (plus sign) will place the "text" AFTER any existing data in the "field" e.g. Template Name (+Subject)= Company: {{Contact.CompanyName}}

e. "@nn@FieldName where nn is the numeric field type equivalent or the Outlook field type constant without the "ol" prefix (ie Text instead of olText).Note: as of release 5.4.0.40 custom fields will be automatically added to standard email type items without having to specify this @nn@FieldName format so you can update standard Email History items just like you would a Journal or a Task.

f. Used to ADD the field to the Item (Only use with standard Outlook forms NOT custom forms (will one-off the form). This functions checks the form type first to make sure it is an Outlook standard form and will not add the field if it has a custom messageclass.

g. Field types supported are: @Text@, @DataTime@, @Currency@, @Duration@, @Keywords@, @Number@, @YesNo@, @Percent@

6. ConfigData Section formatting and usage rules

a. Section name format: [Section Name]

b. Each config section referenced by ConfigData may contain any number of Field / Function=value entries

c. Entries (Field / Function=value) for the section are placed directly under the section name line

d. No blank lines are allowed within a section

e. The “Key” (part left of equal sign) of each entry in a section must be unique. This is the Field / Function part.

f. The "Value" after the "=" sign may be any of the "Value" entries described in Usage Note “1)” above

But may NOT contain multiple Custom Actions (separated by "<;>")

May contain:

Text with or without {{Field Replace}} references

A single Custom Action (with or without Templates)

ConfigData(...) to reference any *section* in any CRM Configuration item

{{ConfigEntry(...)}} to reference any single *option entry* in any CRM Configuration item

Example: {{ConfigEntry.Reply Templates,Lead qualification questions}}

3) General Notes

The “T:” parameter is often used along with the “C:” parameter (described above) to add data to any of the fields in your new copy of the specified item. Both the T: and C: parameters come after any other parameters you specify. The only exception is for the Deferred Email “CRMSendDate:” which is always last in the parameter list.



The original location for Template entries was in the CRM Config Manager à Processing Modes à Custom Actions à Reply Templates. These are not Reply Templates in the normal CRM sense, but rather, the Reply Templates was a convenient format and location for managing these custom action template entries. This is the original location the CRM Extensions used to manage these entries and this location is still supported, however, we believe the new location in the CRM Extensions Config item or using ConfigData to reference your own configuration item sections is more convenient and easier to manage.Notes:

o Both sections support the same formats for the templates e.g. Template Name (Field or FunctionName)=value

o Both of these locations support central or individual based settings. The new location is much easier to manage general central settings for most users and individual settings for a few users.

4) The original method to filter a set of Outlook folder items and then run a custom action for each item in the filtered is outlined below. While this approach is still supported the new “Filter” Action is much simpler to implement, use and manage. We highly recommend that you use the Filter Action and ignore the approach that is outlined below. We are only keeping it for compatibility with previous releases of the CRM Extenions and some customers may have used this approach.

To Find a particular item in an Outlook folder and launch a custom action for the found item.

TemplateName(Find<eq>[FieldName]='{{value}}':[Object.]FieldName1=value or {{ReplaceText}}

TemplateName(Find<eq>:[Object.]FieldName2=value or {{ReplaceText}}

TemplateName(Find<eq>:Save=

TemplateName(Find<eq>:SetToNothing=

Note: "Item" may be used in place of "Find"

{eq} or {{eq}} may be used in place of <eq> (use whichever makes more sense to you)

Example: Format Is: Item=Path to Outlook folder\ItemTemplateName:FieldReference 'Will default "Filter" to [Subject]='ItemTemplateName'

Format Is: Item=Path to Outlook folder\[CustomerID]='{{CustomerID}}':FieldReference

EX Item=<Companies>\[CustomerID]='{{CustomerID}}':Custom Field1

TemplateName(Find=<Companies>\[CustomerID]='{{CustomerID}}':Custom Field1)=xyz (some value for "Custom Field1"

To Restrict an Outlook folder to launch a custom action for the a set of Outlook items

TemplateName(Restrict<eq>[FieldName]='{{value}}':[Object.]FieldName1=value or {{ReplaceText}}

TemplateName(Restrict<eq>:[Object.]FieldName2=value or {{ReplaceText}}

TemplateName(Restrict<eq>:Save=

TemplateName(Restrict<eq>:SetToNothing=


Notes: "Filter" may be used in place of "Restrict"

{eq} or {{eq}} may be used in place of <eq> (use whichever makes more sense to you)

Example: Format Is: Filter=<Contacts>\[Contact Type] = 'Prospect':FieldReference sDelimiter is optional and defaults to "; "

EX Filter=<Contacts>\[Contact Type] = 'Prospect':Company.ManagerName

(will return all of the ManagerNames that is in the Company form BY finding all of the Contact Type = Prospect in the Contact folder

A standard Outlook folder path may be used in place of <Contacts> like: \\Public Folders\All Public Folders\TeamScope CRM\Contacts


Template functions:The following functions are used in the “Key” portion of the custom action template entries. These are used to manipulate the Outlook item that the custom action is creating or updating.

These Template Functions are used in custom action template entries as follows:

Using the T: Template Name entries in [Custom Action Templates] the format is:

Template Name (TemplateFunctionName)=Value

Using the T: ConfigData type template entries the format is:

TemplateFunctionName=Value

The Template Function Names (listed below) may include any of the following prefixes. Some of these prefixes may not be valid for some of the functions but depending on the function you what it should be clear which ones will work appropriately (test your Custom Actions before deploying to your users!)

Company Performs the function for the CRM Linked Company

Contact Performs the function for the CRM Linked Contact

User Performs the function for the CRM User’s record

Parent Performs the function for the “Parent” of the item being created by the Custom Action

SourceItem Performs the function for the item the Custom Action was launched for

Item Performs the function for the CRM Item, usually the Contact, but depends on the context

NewItem Performs the function for the item being created by the Custom Action

Ext Will set the Extensions field equal to the value e.g. TemplateName(Ext.FieldName)=Value

PreviousCreateEntryName When using the “Create” verb each of the objects create by each portion of the Create process is temporarily stored for use in any of the other Create objects that are created. To reference these previous objects use the exact text of that portion of the create then a dot and then the field name. So the Create entry text becomes the object reference.Example: Create(Email<;>Task<;>Appointment) the Task and Appointment actions could use T: parameters that use “Email.Subject” as a field reference

TemplateName(Email.Subject)={{Task.Custom Field1}} or TemplateName(Subject)={{Email.Subject}}


Template Function Description

Attach or Attach Item or AttachmentsAdd or Attach Item Shortcut

("text" is "Source, Type, Position, DisplayName" as per Outlook Attachments.Add documentation)

Will attach file in the Windows file system (local or network) or an Outlook item to the current custom action item.

The format for the “Value” content is: Source, Type, Position, DisplayName (delimited with comma)

Source = (required) Windows file path to the file to be attached OR if this is part of the “Create” Action then it could be a previous custom action name in the create string which will attach that previous item as either a shortcut or as a copy of the item based on the “Type” parameter.

An asterisk (*) wild card is also supported to attach multiple files. The asterisk can be anywhere is the filename and can represent more than one character (still only one asterisk). The characters to the left of the asterisk are treated as a prefix and to the right (including the file extension) are treated as a suffix. Then each file in the folder is checked for the prefix and suffix and if both match the file then the file is included in the set to be attached. When doing this check the file extension is included as part of the filename, in other words, the filename and fileextension are treated as a single “filename” in this comparison.Examples: Use *.pdf to attach all the pdf files in the folder. Use Invoice*.pdf to attach all pdf files beginning with the word “Invoice”

Type = (required) Specifies the type of attachment: 1=copy of file/item, 4=shortcut

Position = (optional) position that the attachment is to be placed within the body of the item (default = 1)

DisplayName = (optional) Text of the name that is displayed for the attachment next to the icon (default = FileName or Subject of Outlook item)

When “Attach Item Shortcut” is used then a “Type” parameter of 4=shortcut is used as the default.

ClearConversationIndex Clears the index of the conversation thread for the mail message or post. Only valid for Email or Post type Outlook items.

There is no “Value” parameter, do not put anything after the equal sign on this template entry.



Close Will close the Outlook item.

The format of the “Value” content is: A numeric value equal to the desired Outlook SaveMode

SaveMode = (optional) how to close the Outlook item: 0=Save changes, 1=Discard any changes, 2=Prompt user to save changes (default = 0)

CloseNoSave Will close the Outlook item without saving any changes. This is the same as Close with a value of 1.


ClosePromptForSave Will close the Outlook item and prompt the user if they want to save any changes.


Copy Creates a copy of the Outlook item and all further Template entries will operate on the copy and not the original item. If the source item is a CRM Extensions item then the “Item ID” field on the copy will be given an new unique value.


CopyToFolder Will copy the current custom action item to the specified folder.

The format of the “Value” content is: Outlook folder path or CRM Extensions folder shortcut (e.g. <Contacts> or <Deferred Delivery Email>)

Outlook path example: \\Public Folders\All Public Folders\TeamScope CRM\Contacts

Delete Will delete the current custom action item being processed and the user will not be prompted prior to the delete action.


DisableSendButton Will disable the “Send” button on Email items. This is primarily designed for use with creating Deferred Delivery Email items. If you use the custom action “Deferred Email” then you do not need to use this function as it will be done for you.



DiscardIfNotOpenAndClose

Will discard any changes and close the current custom action item if (and only if) the item has not been displayed to the user. If the item has been previously displayed to the user then this function does nothing.


Display Will display the current custom action item. This makes the item visible to the user.


FormPageHide Used to Hide (visible=False) a form tab on an Outlook form.

The value portion is the exact case sensitive name of the Outlook form tab.



FormPageShow Used to Show (make visible) a form tab on an Outlook form.




FormPageSetCurrent Used to set the specified tab as the currently visible tab for the user.






ForwardAsVcal Will forward the current custom action item, if it is an Outlook Appointment type item. The forward function creates an email so the calendar information can be sent to another user.


ForwardAsVcard Will forward the current custom action item, if it is an Outlook Contact type item. The forward function creates an email so the contact information can be sent to another user.


LogFileEntry Will place an entry in the CRM Extensions log file. This can be very useful in developing your Custom Actions to see exactly what the template processor is using as a value. You may also consider using the MsgBox template function or custom action to display values.A prefix of "User LogFileEntry: " is added to the logfile entry and the text is the value portion of the template entry. {{FieldReplace}} functions are performed before the value is written to the log.

MsgBox Will display a message to the current Outlook user. This is very useful when using the “Create” Action and you want to notify the user that the Create process has completed. For additional documentation detail please see the vbScript documentation for the MsgBox function.

The format of the “Value” content is: Prompt, Buttons

Prompt = the text string that will be display in the MsgBox to the user. All Extensions {{Field Replace}} functions are supported to you message to the user can contain content from the current processing context. Use <cr> for a new line and <tab> to insert a tab character.

Buttons = (optional, numeric) the number that corresponds to the MsgBox buttons that you what displayed for your user to click (default = 0 which is the “OK” button).

MoveToFolder Will move the current custom action item to the specified folder.

The format of the “Value” content is: Outlook folder path or CRM Extensions folder shortcut (e.g. <Contacts> or <Deferred Delivery Email>)

Outlook path example: \\Public Folders\All Public Folders\TeamScope CRM\Contacts

PrintOut Will use the Outlook “Print” function to print the current custom action item.





RegWrite Will write the “Value” parameter to the specified registry key in the users computer registry. The administrator setting up this function and/or the user using this function assume full responsibility for its use and/or misuse (test before you deploy it and use it sparingly if at all).

Syntax: TemplateName (RegWrite.RegHive, RegKeyName, RegValueName, ValueType)=ValueToWrite

RegHive can be: HKEY_CLASSES_ROOT or HKCRHKEY_CURRENT_USER or HKCU, HKEY_LOCAL_MACHINE or HKLMHKEY_USERS or HKUHKEY_PERFORMANCE_DATA or HKPDHKEY_CURRENT_CONFIG or HKCC

RegKeyName is the registry path as in the example below for "Software\TeamScope\TeamScope CRM"

ValueType can be: REG_SZ or REG_DWORD or REG_BINARY

Example: TemplateName (RegWrite. HKCU, Software\TeamScope\TeamScope CRM, ConfigAdmin, REG_SZ)=admin

Save Will save the current custom action item.


SaveExitItemWrite Will save the current custom action item but bypass any processing that may normally occur. This is to be used for speed, so the Outlook save process is nearly instantaneous. If the item is a CRM Extensions item then the normal processing that occurs during the save process will be skipped and the item will just be saved.


SaveAndClose Will save and close the current custom action item. This is the same as if the user clicked the “Save and Close” button on the Outlook form.


SaveAs Will save the current custom action item out to the Windows file system folder as a file in the specified format.

The format of the “Value” content is: File Path, SaveAsType

File Path = (required) a standard Windows file directory path e.g. C:\Temp (UNC paths are likely supported but not specifically



tested)Paths to the “C:\” or “T:\” drives will need to use the alternate of “C+:\” and “ “T+:\” (added in Ext version 5.4.101) so that the custom action processor won’t get confused with the other “C:” and “T:” parameters for templates.

SaveAsType = (optional) numeric value: 0=Text file, 1=RTF, 2=Template, 3=MSG (default), 4=Doc, 5=HTML, 6=VCard, 7=VCal, 8=ICal, 9=MSGUnicode



SaveIfNotOpenAndClose Will save any changes and close the current custom action item if (and only if) the item has not been displayed to the user. If the item has been previously displayed to the user then this function does nothing.


Send Will perform the Outlook “Send” function on the current custom action item. May be used on Email, Task and Appointment type items only.


SafeSend Will perform the Outlook “Send” function on the current custom action item and bypass any Outlook security prompt that may be displayed to the user. May be used on Email, Task and Appointment type items only.


SetToNothing Used when working with custom action items and templates and you are finished working with the item. Using this template function at the end of you processing of the custom action item frees up Outlook resources and properly terminates the use of the item.


TSCRMPrivateConfigFolder

Use to set and reset the TSCRM Private configuration folder object. Likely this would only be used in some sort of “domain” type situation where you want multiple TSCRM configuration folders or you want to temporarily read from a different configuration folder. This should also be used with the custom action of Execute(CRMExt.ReloadOptions) if you want to flush the TSCRM cached options.

The value part of this template is the Outlook folder path to the target configuration folder.

TSCRMPublicConfigFolder Similar to above but used to set/reset the TSCRM Public configuration folder.

The value part of this template is the Outlook folder path to the target configuration folder.

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Translation to Other Languages The CRM Extensions supports translation of the components that make up Custom Actions (Actions, Parameters and Options). The names of each of these components can be translated so that the CRM users sees the Custom Action in their own language e.g. Spanish, French, German, etc. (any “Roman” type language that uses the standard “Roman” character set).

This translation function also supports translating the English component name into a different word that may be more intuitive to your set of English end-users. In other words, the translation does not necessarily need to be into a language other than English, you could, for example, translate some of the Actions into industry specific terminology.

In addition to renaming the Custom Action components the translation function also supports the translation of most of the fields labels and other text on all of the CRM Extensions forms. Please note that Microsoft Outlook takes care of translating the native parts of the Outlook main window and the standard parts of the Outlook forms.

This translation function is done with the Extensions Translation Config item that is located in both the central and local CRM config folders. Specific documentation on the usage of this translation function is found at the top of this configuration item. If you would like to consider using this translation function please review the documentation there.

Since the translation function was first introduced a couple of years ago the Extensions development staff have implemented the Custom Action Name functionality that in most cases will supercede the translation function, especially for the translation or renaming of the Custom Action components. The Custom Action Name functionality allows the person setting up the Custom Actions to call the custom action by any name they would like so that the end-user does not even see the “Action (Parameter) Options” syntax at all but rather sees the intuitive name that the custom action was given. Since these custom action names may be in any language you would like this, in effect, takes care of the language translation for you and without having to go through the effort of translating each of the custom action components.

The “Custom Action Names” functionality is supported with a special configuration section in the CRM Extensions Config item located in both the central and local CRM config folders. Please see the documentation for this section here.top Reference Index


Examples – various uses of Custom Actions For this current release of this document we have opted to please as many examples of the Custom Actions inline with the definitions of the components that make up Custom Actions (Action (Parameters) Options) so that the reader will have examples that are relative to the component they are looking up.

Over time we plan to post some of our more advanced custom actions here so that our user community can take advantage of the ideas of others and we all can learn from one another.

Please send your examples to [email protected] so that we can post them here. When you send your examples please include:A brief description of the user need and under what conditions they will be using the custom actionThe custom action itselfAny other configuration entries that you custom action uses (e.g. Custom Action Names] entries, [Custom Action Templates] entries, [Processing Modes] entries and any other additional configuration items you may be using)Your authorization to post your example here in this document and potentially on a wiki that we are considering starting to support a user community of CRM Extensions users.top Reference Index



Reference Index (use as Table of Contents for printed copy) Look up the Actions, Parameters, Options, T: Templates or specific content. Click the link to jump to that section of this document.top Useful links outside of this document:

CRM Extensions Index to Administrator type help sourcesHttp://www.nwtri.com/CRMextensions/Help/AdminHelpIndex.html

CRM Extensions {{Field Replace}} documentation: http://www.nwtri.com/CRMextensions/Help/FieldReplacementFunctions.htm

Useful links within this Custom Actions documentation:

INTRODUCTION............................................................................................................................................................................. 3

CUSTOMIZED CRM FUNCTIONALITY AVAILABLE THROUGHOUT THE CRM SYSTEM...............................................................................................3HUNDREDS OF CUSTOM ACTIONS AND TEMPLATES.......................................................................................................................................3TOOLBARS OPTION AVAILABLE TO TURBO CHARGE USER EXPERIENCE OF CRM - ONE-CLICK ACCESS TO ANY CUSTOM ACTION RIGHT FROM THE MAIN OUTLOOK WINDOW................................................................................................................................................................................. 3EXAMPLES OF FUNCTIONALITY SUPPORTED WITH CUSTOM ACTIONS................................................................................................................4USER-FRIENDLY NAMING..........................................................................................................................................................................4CUSTOM ACTIONS SET UP BY USERS OR ADMINISTRATORS............................................................................................................................4PROFESSIONAL SERVICES AVAILABLE TO ASSIST YOU.....................................................................................................................................5ABOUT THIS DOCUMENT...........................................................................................................................................................................5DISCLAIMER............................................................................................................................................................................................5

WHERE TO FIND CUSTOM ACTIONS............................................................................................................................................... 6

USERS LAUNCH CUSTOM ACTIONS FROM THESE CRM AND OUTLOOK LOCATIONS.............................................................................................6CRM ADMINISTRATORS SETUP CUSTOM ACTIONS WITHIN THE CRM OPTIONS.................................................................................................6USER-FRIENDLY NAMING..........................................................................................................................................................................7

TOOLBARS OPTION........................................................................................................................................................................ 8

GETTING STARTED......................................................................................................................................................................... 9

SYNTAX – HOW CUSTOM ACTIONS ARE CONSTRUCTED................................................................................................................ 11

GENERAL SYNTAX...................................................................................................................................................................................11ADVANCED SYNTAX................................................................................................................................................................................11NOTES................................................................................................................................................................................................. 11

ACTIONS FOR CUSTOM ACTIONS ARE:.......................................................................................................................................... 13

APPOINTMENT OR MEETING....................................................................................................................................................................14CONFIGDATA........................................................................................................................................................................................ 14CONFIGENTRY....................................................................................................................................................................................... 15COMPANY.............................................................................................................................................................................................15CONTACT..............................................................................................................................................................................................15COPY................................................................................................................................................................................................... 15CREATE................................................................................................................................................................................................ 17DATA VIEWS......................................................................................................................................................................................... 19DEFERRED EMAIL................................................................................................................................................................................... 19DIAL.................................................................................................................................................................................................... 21


http://www.nwtri.com/CRMextensions/Help/AdminHelpIndex.html


EMAIL OR E-MAIL...................................................................................................................................................................................21EXECUTE...............................................................................................................................................................................................23EXTERNAL FUNCTION..............................................................................................................................................................................26EF.......................................................................................................................................................................................................26FORMPAGEHIDE....................................................................................................................................................................................26FORMPAGESHOW..................................................................................................................................................................................28FORMPAGESETCURRENT.........................................................................................................................................................................28FILTER..................................................................................................................................................................................................28IMPORT................................................................................................................................................................................................30INI WRITE............................................................................................................................................................................................ 30JOURNAL.............................................................................................................................................................................................. 32KB ARTICLE...........................................................................................................................................................................................32LEAD................................................................................................................................................................................................... 34LOG OR RECORD....................................................................................................................................................................................34LOOKOUT............................................................................................................................................................................................. 34MAIL MERGE........................................................................................................................................................................................ 36MEETING OR APPOINTMENT....................................................................................................................................................................36MSGBOX..............................................................................................................................................................................................36MULTICHECKLIST...................................................................................................................................................................................38MULTI LINK.......................................................................................................................................................................................... 41NEW ITEM............................................................................................................................................................................................41OPPORTUNITY....................................................................................................................................................................................... 43PICK ITEM.............................................................................................................................................................................................43PIPELINE (FUTURE)................................................................................................................................................................................. 46PORTFOLIO........................................................................................................................................................................................... 46PRODUCT (FUTURE)................................................................................................................................................................................46PROJECT...............................................................................................................................................................................................48RECORD OR LOG....................................................................................................................................................................................48REFRESH...............................................................................................................................................................................................50REG WRITE...........................................................................................................................................................................................50REPORTER.............................................................................................................................................................................................50REOPEN............................................................................................................................................................................................... 50SERVICE................................................................................................................................................................................................50SEARCH................................................................................................................................................................................................ 52SET......................................................................................................................................................................................................52SET AS ACTIVE...................................................................................................................................................................................... 52SPELL CHECK......................................................................................................................................................................................... 56TASK....................................................................................................................................................................................................58TICKET................................................................................................................................................................................................. 58TEAMWORK OR WORKFLOW OR TICKET......................................................................................................................................................60UPDATE............................................................................................................................................................................................... 60VIEW................................................................................................................................................................................................... 60

Activities....................................................................................................................................................................................... 61Appointments............................................................................................................................................................................... 61Company.......................................................................................................................................................................................61Contact......................................................................................................................................................................................... 61Contact Files................................................................................................................................................................................. 61Contacts at Company....................................................................................................................................................................61Dashboard.................................................................................................................................................................................... 62Dashboard Company.................................................................................................................................................................... 62Dashboard Contact.......................................................................................................................................................................62Email.............................................................................................................................................................................................62Email History.................................................................................................................................................................................62Files...............................................................................................................................................................................................62Journals.........................................................................................................................................................................................62


KB Article...................................................................................................................................................................................... 63Approved KB Article......................................................................................................................................................................63MultiLink:......................................................................................................................................................................................63Opportunities................................................................................................................................................................................64Parent Company...........................................................................................................................................................................64Pipeline......................................................................................................................................................................................... 64Portfolios.......................................................................................................................................................................................64Products / Services........................................................................................................................................................................65Project Files...................................................................................................................................................................................65Project Manager...........................................................................................................................................................................65Project Mgr...................................................................................................................................................................................65Projects......................................................................................................................................................................................... 65Projects and Opportunities...........................................................................................................................................................65Tasks.............................................................................................................................................................................................66Workflow - workflowname...........................................................................................................................................................66Folder:...........................................................................................................................................................................................66Explorer:........................................................................................................................................................................................67WinFolder: or WindowsFolder:.....................................................................................................................................................67

PARAMETERS THAT ARE VALID FOR EACH CUSTOM ACTION:........................................................................................................ 68

BILLABLE.............................................................................................................................................................................................. 69C:....................................................................................................................................................................................................... 69COMPANY.............................................................................................................................................................................................71CONTACT..............................................................................................................................................................................................71EMAIL1................................................................................................................................................................................................ 71EMAIL2................................................................................................................................................................................................ 71EMAIL3................................................................................................................................................................................................ 71EMAILALL............................................................................................................................................................................................. 71EMAILFIRSTNONBLANK...........................................................................................................................................................................71FOLLOW ON......................................................................................................................................................................................... 72FOR COMPANY...................................................................................................................................................................................... 72FOR OPPORTUNITY.................................................................................................................................................................................72FOR PROJECT........................................................................................................................................................................................ 74FOR WORKFLOW................................................................................................................................................................................... 74FOR TICKET...........................................................................................................................................................................................76FORWARD.............................................................................................................................................................................................76FORWARD TO CONTACT..........................................................................................................................................................................76JOURNAL HISTORY IN CONTACT NOTES......................................................................................................................................................78KB ARTICLE...........................................................................................................................................................................................78LINKED COMPANY..................................................................................................................................................................................78LINKED CONTACT................................................................................................................................................................................... 78NEW ITEM - SPECIAL PARAMETERS............................................................................................................................................................78NEXT ACTION........................................................................................................................................................................................80OPPORTUNITY....................................................................................................................................................................................... 82PERSONAL............................................................................................................................................................................................ 82PHONE CALL......................................................................................................................................................................................... 82PROJECT...............................................................................................................................................................................................82REPLY.................................................................................................................................................................................................. 82REPLY TO SELECTED EMAIL......................................................................................................................................................................82REPLYALL............................................................................................................................................................................................. 83REPLYALL TO SELECTED EMAIL.................................................................................................................................................................83SELECT FORM........................................................................................................................................................................................83SELECT FORM ALL..................................................................................................................................................................................83SELECTED EMAIL.................................................................................................................................................................................... 83SELECTED EMAIL TO COMPANY.................................................................................................................................................................85


SELECTED EMAIL TO EMAIL HISTORY..........................................................................................................................................................85SELECTED EMAIL TO OPPORTUNITY............................................................................................................................................................85SELECTED EMAIL TO PROJECT...................................................................................................................................................................87SELECTED EMAIL TO WORKFLOW..............................................................................................................................................................87SELECTED EMAIL TO TICKET......................................................................................................................................................................89SELECTED EMAIL TO ONE OPPORTUNITY.....................................................................................................................................................91SELECTED EMAIL TO ONE PROJECT............................................................................................................................................................91SELECTED EMAIL TO ONE WORKFLOW.......................................................................................................................................................93SELECTED EMAIL TO ONE TICKET...............................................................................................................................................................93T:....................................................................................................................................................................................................... 94THIS ITEM.............................................................................................................................................................................................96V3...................................................................................................................................................................................................... 96VIEW PARAMETERS................................................................................................................................................................................ 96

OPTIONS THAT MAY BE ADDED TO CUSTOM ACTIONS:................................................................................................................ 97

ATTACH ITEM........................................................................................................................................................................................98ATTACH ITEM SHORTCUT.........................................................................................................................................................................98LINK ITEM.............................................................................................................................................................................................98AUTO CLOSE......................................................................................................................................................................................... 98AUTO SEND.......................................................................................................................................................................................... 98BLANK................................................................................................................................................................................................. 98COPY NOTES....................................................................................................................................................................................... 100DELETE EMAIL.....................................................................................................................................................................................100DELETE EMAIL NO PROMPT...................................................................................................................................................................100DISPLAY............................................................................................................................................................................................. 102FOR ITEM........................................................................................................................................................................................... 102FORM................................................................................................................................................................................................ 102HIDE COMPLETE..................................................................................................................................................................................104HIDE NOTES PANE...............................................................................................................................................................................104INFOLDER........................................................................................................................................................................................... 106LINK ITEM...........................................................................................................................................................................................106NO DISPLAY........................................................................................................................................................................................106NO EMAIL HISTORY..............................................................................................................................................................................106NO ITEM............................................................................................................................................................................................ 108NO JOURNAL.......................................................................................................................................................................................108NO NOTES..........................................................................................................................................................................................108NO REMINDER.....................................................................................................................................................................................108NO SUBJECT........................................................................................................................................................................................110SHOW NOTES PANE.............................................................................................................................................................................110REMINDER..........................................................................................................................................................................................110TIMER OFF......................................................................................................................................................................................... 110TIMER ON..........................................................................................................................................................................................112FOLDER SHORTCUTS AVAILABLE...............................................................................................................................................................112

TEMPLATES DEFINED (USING THE “T:” PARAMETER).................................................................................................................. 116

TEMPLATE ENTRY SYNTAX.....................................................................................................................................................................116EXAMPLE OF A [CUSTOM ACTION TEMPLATES] SECTION.............................................................................................................................116SAMPLE CUSTOM ACTIONS TO USE THE TEMPLATES..................................................................................................................................117USAGE NOTES.....................................................................................................................................................................................1171) T: PARAMETER CONTENT TYPES.....................................................................................................................................................1172) RULES FOR TEMPLATE ENTRIES.....................................................................................................................................................117

A. Rules for “Key” portion of template entries referenced by T: Template Name..................................................................117B. Rules for “Key” portion of template entries referenced by T: ConfigData..........................................................................118C. The rules for “Value” part of both Template Name and ConfigData.................................................................................118

1. Using “ConfigData” in the Value portion of a template entry...........................................................................................................1182. The Value portion may contain a set of Custom Actions separated by "<;>"....................................................................................118


3. Value (when setting Fields) formatting rules and suggestions...........................................................................................................1194. Value (when used for Functions) formatting rules:...........................................................................................................................1195. Field / Function formatting rules and options...................................................................................................................................1196. ConfigData Section formatting and usage rules................................................................................................................................120

3) GENERAL NOTES........................................................................................................................................................................1204) THE ORIGINAL METHOD TO FILTER A SET OF OUTLOOK FOLDER ITEMS....................................................................................................121TEMPLATE FUNCTIONS:.........................................................................................................................................................................123

Attach or Attach Item or AttachmentsAdd or Attach Item Shortcut...........................................................................................124ClearConversationIndex..............................................................................................................................................................124Close........................................................................................................................................................................................... 124CloseNoSave............................................................................................................................................................................... 126ClosePromptForSave...................................................................................................................................................................126Copy............................................................................................................................................................................................126CopyToFolder..............................................................................................................................................................................126Delete......................................................................................................................................................................................... 126DisableSendButton......................................................................................................................................................................126DiscardIfNotOpenAndClose.........................................................................................................................................................126Display........................................................................................................................................................................................ 126FormPageHide............................................................................................................................................................................127FormPageShow...........................................................................................................................................................................127FormPageSetCurrent...................................................................................................................................................................127ForwardAsVcal............................................................................................................................................................................128ForwardAsVcard.........................................................................................................................................................................128LogFileEntry................................................................................................................................................................................ 128MsgBox.......................................................................................................................................................................................128MoveToFolder.............................................................................................................................................................................128PrintOut...................................................................................................................................................................................... 128RegWrite.....................................................................................................................................................................................129Save............................................................................................................................................................................................ 129SaveExitItemWrite......................................................................................................................................................................129SaveAndClose..............................................................................................................................................................................129SaveAs........................................................................................................................................................................................ 129SaveIfNotOpenAndClose.............................................................................................................................................................131Send............................................................................................................................................................................................ 131SafeSend..................................................................................................................................................................................... 131SetToNothing..............................................................................................................................................................................131TSCRMPrivateConfigFolder.........................................................................................................................................................131TSCRMPublicConfigFolder...........................................................................................................................................................131

TRANSLATION TO OTHER LANGUAGES....................................................................................................................................... 132

EXAMPLES – VARIOUS USES OF CUSTOM ACTIONS..................................................................................................................... 133

Reference Index (use as Table of Contents for printed copy)...............................................................................................................134

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