Tutorials

Tutorials

Creating Dashboards1

Getting Started in the Creator: A Tutorial for Beginners 41.1

Troubleshooting2

Common Issues 132.1

Upgrade Guides3

ConnectSMART V3 Maintenance Release Upgrade Guide 223.1

Connectwise Upgrade to v2012.1 263.2

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Creating Dashboards

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Getting Started in the Creator: A Tutorial for Beginners

This lesson will walk you through how to setup a sample dashboard in the PowerGadgets Creator as well as walk you through some of the basic steps for configuring them with parameters.

Initial Launch

Upon initial launch in the Creator, you will see the following screen saying "Not Connected to Data". This is normal as no gadgets have been loaded yet to make a connection.

When the PowerGadgets Creator is first opened, you will presented with a blank slide. To begin creating a Dashboard, click on the Add Gadget tab to find a list of predefined gadgets.

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Adding a Gadget

1. Double click the "Open Close Ratio" to add it to the slide.2. Click the "Data" option on the menu bar and select "Edit Parameters."3. Set the appropriate parameters for the gadget.4. Click the "play' button to emulate a standalone running gadget.

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Double click on the gadgets you wish to view in your Dashboard, they will begin populating in the slideshow vertically.

Now that we have each gadget we want to view, let's lay them out a bit differently, first drag the Tkts Yesterday to the right side of Open Close Ratio.

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Then click inside the Open Tickets by Status gadgets to select it, then resize it to fill the rest of the width.

You have now created your Dashboard, you can save it and double-click on the file to open the gadgets on your desktop.

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Multiple Gadget Parameter Options: To Share or Not to Share.

• Upon the addition of mutiple gadgets onto a dashboard , you wil encounter a window such as the one pictured above

• This added feature detects one or more like parameters between gadgets and provides you with the option whether to share the parameter(s) among the gadgets or to create a sparate set of parameter(s) for the newley added gadget.

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Parameter Options: Two Methods for Editing Parameters

Parameters are filters used to display certain results. There are two parameter menus which can be viewed.1. Basic: Right-click the a running gadget.This is the menu that the client sees when right-clicking a gadget and selecting Edit Parameters. These fields can be predefined and also security measures added using the Advanced editor in the Creator.

2. Advanced: Click Data, then Edit Parameters within the Creator.This menu contains more options than in the Basic menu. Features such as making certain fields read-only and adding pre-defined Service Boards or Members to the lists.

ConfigKey Parameters: Basic Menu

ConfigKey: Don't be scared!By default, many of the gadgets have a value similar to: ConfigKey(some value). While this may look intimidating it truly is not. Whenever you see a parameter containing ConfigKey(something) it

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is simply telling you that it is taking it's direction from the values pre-defined in the Server Config Utility, located on the ConnectSMART Server.

Sample Dashboard Practice

Click on the tab "Add Gadget". Under the Service tab, double click on a gadget to load it to the current slide. 1. Try clicking on the the three response time gadgets: Average Resolution, Average Resplan,

Average Response.2. Next click on the Open Close Ratio gadget. If you get a runtime error (known issue), click on

Continue and try a second time.3. Next, go to the Tickets By Tech gadget and add it to the Slide.4. Arrangement: You can drag the gadgets around the slide by clicking on them and hovering it

over the borders. See if you can create the same dashboard as shown below:

5. Selecting the play button will resend the query and refresh the data. It will display how the gadget will be displayed on the client workstations.6. Finally, click File, Save As, and save the PGF with an appropriate title in a shared folder on the network.

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Filtering the Drilldown Outgrid

Most Gadgets include an Outgrid of data produced by drilling down on a gadget. This data can be filtered even further by dragging the Columns to the top bar and then selecting the Funnels for even greater filtering capability.

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Troubleshooting

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Common Issues

Frequently Encountered Issues

Error: Help, my client license shows as expired!

Resolution: You can ignore the expiration on the client license. The PowerGadgets Client license refers to a Developer Edition plugin allowing for connection to various web services, SQL, and other data sources. It does not refer to the ConnectSMART client which is used on the workstations to view the gadgets. The ConnectSMART Server license expiration is the one that needs to be maintained. If the server license expires, the gadgets will stop working.

Error: No connection was made because the target machine actively refused it

This is typically caused by a windows firewall on the ConnectSMART server. To resolve, create an inbound rule on your ConnectSMART server for ports 8089 and 8087.

Error: License Error: maximum number of allowed clients has been reached.

This means you have exceeded the number of CAL's permitted for your particular membership. Example: If the membership is a Gold/5 CAL, and the client component is concurrently running on six computers, the CAL limit would be exceeded by one.

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Error: Gadgets timeout with "No Data Available"

This usually stems from the client config not being run at the end of the installation. 1. Go to: %appdata%\Software FX, Inc\Business Data2. Edit the SoftwareFX.BusinessDataProvider.dll file in notepad. 3. Check the section that says 'tcp://..." and make sure it has the name of your connectsmart server. 4. If the file doesn't exist, you may have installed as a different user. You can simply copy the file from the other username: C:\Users\username\AppData\Roaming\Software FX, Inc\Business Data

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Error: The PowerGadgets Creator/Client doesn't appear to be connecting to the ConnectSMART Server

Resolution: In most cases, the service on the ConnectSMART Server may not be running properly. Open your Services Administrative tool (Run > "services.msc") and search for Software FX Business Data Service. If it is not started, please start. If it is, you may need to restart.

Error: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond to...

Resolution: This issue is a result of a firewall on the ConnectSMART server blocking port 8089. To fix, head to your ConnectSMART Server. Search for Windows Firewall with Advanced Security.

Right-click Inbound Rules then click New Rule...Select Port under the Rule Type screen.Make sure that TCP is checked and select Specific local ports. In the field to the right, enter 8089.Check Allow the connection.Select Domain and Private under the Profile screen.Specify a name for your New Inbound Rule, and click Finish.Open Services.msc. Then locate and restart the two Software FX services.

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Error: Error obtaining data for gadget xxx. Details: 'The parameter unit' was not bound.'

Resolution: This issue is a result of some Gadgets not able to coexist with another Gadget due to conflict of Parameters. To resolve, delete the Gadget from the current Dashboard and create a new Dashboard with that Gadget.

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Error: My gadgets are not retrieving any data.

Resolution: The Gadgets first filter the information based on parameters you set directly on the gadget. If blank or referencing a ConfigKey, it retrieves the information stored in the Business Intelligence Server Configuration Tool depending on the parameter. If you are not receiving any data, first ensure that your parameters on the Gadget itself is reflecting the information in ConnectWise. If everything appears to be correct, have a look at your Business Intelligence Server Configuration Tool and ensure that the information stored there is correct as well. Make sure that the under the Modify Connections... section you specify the connectsmart user with the password you used during the Server Install. If you clicked on Default Password during that server install, the password will be transformit.

Make sure you are using the connectsmart user with the proper password provided when you were running the ServerInstallationGUI as shown in Figure. 8 for your credentials under Connection Properties for the Server Configuration Utility. This Server Configuration utility can be found in Local Disk\Program Files\ConnectSMART\Util\CSServerConfig.exe for 32-bit or Local Disk\Program Files (x86)\ConnectSMART\Util\CSServerConfig.exe for 64-bit.

Error: I'm getting an error message '.NET Framework code is disabled. Set "clr enabled"' during the Server install

Resolution: This error is sometimes found on servers running SQL 2005. It will require either a restart of the machine or restart of the SQL services.1. First, ensure that "Enable CLR integration" is enabled by going to SQL Server Surface Area Configuration and select Surface Area Configuration for Features.2. Select Enable CLR integration3. Select Enable xp_cmdshell4. Restart the machine or the SQL services in SQL Management Studio

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Upgrade Guides

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ConnectSMART V3 Maintenance Release Upgrade Guide

Please note: The ConnectSMART Maintenance Release Upgrade is a breaking change, meaning that it will cause your existing gadgets to break due to the addition of new parameters.

Overview

1. Backup settings in the Config file2. Manually remove the old SFX service3. Uninstall all 3.01 Components: Server, Creator, and Client. 4. Install the 3.03 MR1 Components: Server, Creator, and Client. 5. License Update Verification

1. Backup Config File

• Open the Configuration Utility• Click Modify Connection, and screenshot the settings.• Take a screenshot of your Server Properties settings as you will need to reenter them again

during the ConnectSMART Server installation.

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2. Remove the old SFX Service

The Maintenance release required a change in the SFX Business Service. The old service should be uninstalled.• On the ConnectSMART Server, open a command prompt and typing the following command:

sc delete "Software FX Business Data Server" (enter)

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3. Uninstall Server, Creator, and Clients.

With the addition of several new parameters, you will need to uninstall the old PowerGadgets Creator and Client components.

After uninstalling, verify the PowerGadgets.Creator.exe process is shut down. Sometimes the uninstall will not shut down the process if you had gadgets running previously.

Verify that the following directories were removed during uninstall. If not, rename or delete the directories.C:\Program Files\PowerGadgets Client for ConnectSMART 3.0C:\Program Files\PowerGadgets Creator for ConnectSMART 3.0

Note: If you get an error that a file is still in use, you may need to reboot your workstation.

4. Install 3.03 MR1 Components

Once the uninstall is complete, you can follow the regular Installation Guide on our documentation page.

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Notes on Reinstallation:• ConnectSMART Server: *Note: If you are upgrading from version 3.0x, you Do NOT need to

re-run the ServerInstallationGUI.exe . At the end of of the ConnectSMART Server installation, the ConnectSMART Business Intelligence Configuration Utility should automatically launch. Replace the server parameters with the values saved from your screenshots.

• ConnectSMART PowerGadgets Creator• ConnectSMART PowerGadgets Client

5. License Update Verification

• On the ConnectSMART Server, open the License Manger and on the ConnectSMART Server 3.0 line, click Check for Updated Subscription for the gadget count to update.

• Restart the SoftwareFX PSS Services on the ConnectSMART Server for changes to take effect.

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Connectwise Upgrade to v2012.1

We are continuing to test ConnectSMART with ConnectWise 2012. Please see the "Attached Files" below to download an interim installer that will allow updating to 2012 but does not guarantee 100% compatibility.

Error: This version does not appear to be compatible with your database.

After extraction, make sure that when you run the installer, you are right clicking to Run As Administrator.