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Tigerpaw Mobile Setup and Installation Instructions

January 10, 2013

Tigerpaw Mobile requires Tigerpaw 12 R2 or later, an annual subscription per mobile license and an

available service license for each user actively logged into Tigerpaw Mobile. Each mobile subscription

includes a Mobile Tigerpaw Customer Assurance (TCA) agreement. Logging into Tigerpaw Mobile locks

the mobile license and service license for 2 hours or until the rep logs out, whichever occurs later.

Contact your Tigerpaw Sales Representative for fees and additional information about Tigerpaw Mobile.

Complete this setup before using Tigerpaw Mobile:

System Setup

Install Tigerpaw 12 R2 or later.

Purchase and install a SSL certificate from a trusted source on the web server used for Tigerpaw

Mobile. Secure Socket Layer (SSL) is the industry standard technology for establishing an encrypted

(secure) connection between browsers and a web server.

A self-signed certificate is not valid for this purpose.

Verify the correct components are installed on the web server.

Refer to Set up the Web Server for detailed information about the required components.

Install the Tigerpaw Mobile web service API, which establishes a connection between Tigerpaw and

Tigerpaw Mobile.

Refer to Install the Mobile Web Service API for instructions to acquire an SSL certificate and set up

the web service API.

Review Device and Browser Requirements

Prior to installing Tigerpaw Mobile, ensure your devices meets the minimum operating system (OS)

requirements:

Device Type Minimum OS Use One of These Apps/Browsers

Android v2.2 (Froyo) and

higher

Tigerpaw Mobile app *

Default Android browser

Google Chrome

Mozilla Firefox

BlackBerry v6.0 and higher Default BlackBerry browser

iOS (Apple) All versions Tigerpaw Mobile app *

Safari (default iOS browser)

Google Chrome

Mozilla Firefox

* Tigerpaw Mobile is a native app on Android and iOS (Apple) devices, which provide more functionality

than web browser access. For example, the apps offer signature capture and photo upload.

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You can download the free Google Chrome and Mozilla Firefox browsers from these links:

Chrome – https://www.google.com/intl/en/chrome/browser/mobile.

Firefox – http://www.mozilla.org/en-US/firefox/mobile/platforms.

NOTE: Windows Mobile devices and the Internet Explorer browser will be supported in a future release.

Download the Tigerpaw Mobile App

Open the Android Google Play Store for Android devices or open the Apple App Store for iOS (Apple)

devices. Search for "Tigerpaw" to locate and install the free Tigerpaw Mobile app.

Set Mobile Options

The Mobile Options window in the Tigerpaw desktop application defines system-wide settings for

Tigerpaw Mobile users. Verify or configure values on this window to ensure the desired settings apply.

Open Mobile Options using one of these methods:

Tigerpaw menu bar > Tools > Options > Mobile Options

Tigerpaw navigation pane > Status and Setup > Options > Mobile Options

User Guide Topic: Set Mobile Options – Setup instructions and detailed information about each field.

Review Service Order Options to Auto Create Tasks

You can automatically create a task when opening a service order in Tigerpaw Mobile or the Tigerpaw

desktop application, if you select the Create a task when a service order is opened field on the Service

Order Options window. In Tigerpaw Mobile, the task is auto created if this field is selected and you create

a service order with an Open status.

Set New order status to Open If you want to auto assign the open status when creating a service

order in both the desktop and mobile environments.

Open Service Order Options using one of these methods:

Tigerpaw menu bar > Tools > Options > Service Orders

Tigerpaw navigation pane > Status and Setup > Options > Service Orders

User Guide Topic: Set Service Order Options – Detailed information about each field.

Define Warehouse Locations and Default Rep Warehouses

We strongly recommend you define a separate warehouse location for every technician's truck and then

set each mobile technician's default warehouse to the technician's truck.

Open Location Maintenance: Menu bar > Edit > Master Tables > Inventory > Inventory Locations.

Open Account Rep Maintenance: Menu bar > Edit > Master Tables > Rep > Account Reps > (Edit)

> Admin tab > Default warehouse

At login, Tigerpaw Mobile uploads the rep's warehouse items as well as all special and labor type items.

This feature ensures offline access to price book items. If the Default warehouse field is blank on the

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Account Rep Maintenance window, Tigerpaw Mobile uploads all items in WH1, which could significantly

reduce the device's responsiveness, depending on the device's capacity and number of items in WH1.

Set Up the Web Server for Tigerpaw Mobile

These components must exist on the web server hosting the Tigerpaw Mobile web service API:

Install IIS 6 or higher.

In the Server Manager, select Roles. Verify the Static Content, ASP.net and ASP role services are also

installed.

The highlighted roles must be installed.

Install .NET Framework.

The .NET Framework version depends on your server software:

Windows Server 2003 systems – Install Microsoft .NET Framework 2.0 SP1 (32-bit), available from

http://www.microsoft.com/en-us/download/details.aspx?id=16614. Refer to your Windows installation

disk or the Microsoft website for setup instructions.

Windows Server 2008 systems – Open the Service Manager. Right-click Features and select Add

Features. If the .NET Framework 3.5.1 Features option is unchecked, select and install the feature.

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On Windows Server 2008 systems, the .NET Framework 3.5.1 features must be installed.

Install the Mobile Web Service API

Follow these steps to install and test the web service API.

The rep completing steps in this section must have administrator rights to the web server.

Prepare for the API Installation

1. Make the necessary changes to your DNS and firewall to route the API to the web server. The default port is 443.

2. Purchase a third-party secure socket layer (SSL) certificate from a trusted provider, to be used on the web server for Tigerpaw Mobile. Ask the provider or search the IIS Manager Help files for instructions to request the certificate.

A self-signed certificate is not valid for this purpose.

3. Save the certificate (.CRT file) on the web server or a shared location. Ask the provider or search the IIS Manager Help files for instructions to install the certificate. For additional information, go to http://support.godaddy.com/help/article/5346/installing-an-ssl-server-instructions.

4. Install the latest version of Tigerpaw.

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Install the Web Service API

5. Open the installation folder for Tigerpaw.

6. Copy the Tigerpaw_API folder to the IIS server, i.e. C:\Inetpub\Tigerpaw_API.

7. On the server, open Control Panel > Administrative Tools > Internet Information Services (IIS) Manager.

8. In the left pane, select Application Pools.

9. Select Classic .NET AppPool.

10. In the right pane, click Advanced Settings.

11. Set Enable 32-bit Applications to True.

12. Set Identity to Network Service.

13. Click OK.

14. In the left pane, right-click the Sites node and select Add Website.

15. Enter the Site name, e.g. Tigerpaw_API.

16. Click Select beside the Application pool field and assign the "Classic .NET AppPool".

17. Click beside Physical path and select the Tigerpaw_API folder.

18. Click the Type field and select https.

19. Retain the default Port setting of 443. Retain this setting. You may need to make adjustments if another site uses port 443.

20. Enter your website in the Host name field.

21. Click the SSL certificate field to select the certificate you installed for this purpose.

22. Click OK.

23. Close the IIS Manager.

Set Security for the Tigerpaw_API Folder

24. Open My Computer or Windows Explorer and navigate to the Tigerpaw_API folder.

25. Right-click the Tigerpaw_API folder and select Properties.

26. On the Security tab, grant permissions to these user names from the local machine:

NETWORK SERVICE – Full control.

IUSR and USERS – Read.

27. Click OK.

Set Security for Picture Uploads

28. In the Tigerpaw_API folder, right-click the Images folder and select Properties.

29. On the Sharing tab, click Share.

30. Add DOMAIN USERS and grant permission to Read.

31. Click Share.

32. Click Done.

33. On the Security tab, grant permissions to these user names from the local machine:

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NETWORK SERVICE – Full control.

IUSR and USERS – Modify.

34. Click OK.

Set Security for the Log Folder

35. In the Tigerpaw_API folder, right-click the Log folder and select Properties.

36. On the Security tab, grant IUSR and USERS permission to Modify. Click OK.

Create a SQL Login

If you are unfamiliar with this process, refer to Create a SQL Login for detailed instructions.

37. Open SQL Server Management Studio.

38. Create a login named "Mobile" that uses SQL authentication.

39. Verify the Enforce password expiration field is unchecked.

40. For user mappings, select your Tigerpaw database.

41. Select the dbOwner and Public database roles. Do not select the System Admin database role.

42. Test the new "Mobile" user by logging into the database.

43. Close SQL Server Management Studio.

Edit the web.config File

44. In the Tigerpaw_API folder, open the web.config file with a text editor.

45. Find the connection string area, which you will modify to point the database connection string to your database. Font color and highlights are for illustration purposes only and may not display in your text editor.

<!-- Specify the location and login for Tigerpaw database -->

<add name="tsiCN" connectionString="Data Source=SERVER;Initial

Catalog=DATABASE;User ID=USER;Password=PASSWORD;Persist Security

Info=True" providerName="System.Data.SqlClient"/>

46. Replace these values:

SERVER – Enter your server name.

DATABASE – Enter your database name.

USER – Enter the new SQL user name, i.e. Mobile.

PASSWORD – Enter the password for this user.

47. Find the AppSettings area, which you will update with the path to your Images folder. Font color and highlights are for illustration purposes only and may not display in your text editor.

<!-- Specify the path created for Mobile Uploads -->

<add key="MobileUploadPath" value="C:\MobileUploads\"/>

<add key="MobileUploadShare" value="\\SERVER\MobileUploads\"/>

48. Replace these values.

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You must place a slash before the closing quotation mark:

C:\MobileUploads\ – Full path to the Images folder, i.e. C:\Inetpub\Tigerpaw_API\Images\.

\\SERVER\MobileUploads\ – Server name and shared path to the Images folder, i.e.

\\ServerName\Inetpub\Tigerpaw_API\Images\.

49. Save and close web.config.

Test the Web Service API

Before using Tigerpaw Mobile, follow these steps to make sure the web service is working properly.

50. Open a web browser.

51. Enter the new website URL, e.g. http://MyCorp.com/tsiWS.asmx.

The tsiWS page should display. If the tsiWS page does not display, your web service may be

configured incorrectly. Review the installation steps to check your settings. Then repeat the test.

NOTE: The "test" consists of displaying the tsiWS page, not performing operations on the page.

Tigerpaw Mobile uses only the operations that begin with "Mobile". The "Test" operation does not apply

to the Mobile API and will generate an error message if you attempt to perform this operation.

Set Mobile Options

Use the Mobile Options window to define system-wide settings for Tigerpaw Mobile, such as the URL for

accessing your mobile website and the default log reason for time logs. Complete this setup after you

have installed and configured the web services API, as you will be entering the web services URL on the

this window.

User Guide Topic: Tigerpaw Mobile Overview – Detailed information about setting up and using

Tigerpaw Mobile.

How to Open the Mobile Options Window

Open Mobile Options from the Tigerpaw desktop application using one of these methods:

Menu bar > Tools > Options > Mobile Options

Navigation pane > Status and Setup > Options > Mobile Options

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Information in the Web section is user-defined, based on the website URL you created and the code you enter here to uniquely identify your company on Tigerpaw Mobile.

Enter or select the settings appropriate to your business processes. Refer to these subtopics for detailed

instructions to maintain each tab.

NOTE: For the initial release of Tigerpaw 12 R2, leave the Date format and Time format fields set to US

formats. You will be notified when the international dates feature is activated in the next few weeks.

Global Tab

Follow these steps to configure the Global tab:

Step/Field Label Instructions

1. Allow 24 hour login Select this field to display the Keep me logged in 24 hours field on

the Tigerpaw Mobile login page. If a rep selects Keep me logged in

24 hours on the Tigerpaw Mobile login page, the rep remains logged

in for 24 hours from the login date/time.

NOTE: This setting reserves a mobile license and a service license

for 24 hours or until you log out through the menu. At a minimum, the

licenses are reserved for 2 hours.

2. Date format Click to select the format for displaying dates on mobile devices.

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Step/Field Label Instructions

3. Time format Click to select the format for displaying time on mobile devices.

4. Copy log comments to

service order

Select an option for processing the Work performed value (i.e. log

comments) on time logs created via Tigerpaw Mobile:

Do not copy – Do not copy the time log work performed.

Copy when saving – Append the time log Work performed to the

service order Work performed when you save the time log.

Copy when closing log – Append the time log Work performed

to the service order Work performed when you enter an end

time on the time log.

5. Prepend comments with Select the system information to auto enter at the front of each

comment added to Work requested, Work performed or Internal

comments on a service order or time log.

6. Web service API URL Enter the URL you have set up for accessing your web service API,

such as MyCorpWebsite.com/Tigerpaw_API/tsiWS.asmx. Omit the

https:// portion, which Tigerpaw automatically supplies. A warning

displays if the URL is not a valid website.

7. Company code Enter your company name with no spaces. This code uniquely

identifies your company when you log into Tigerpaw.

A warning displays if another company has already selected the

name you enter.

8. <Save> If you are finished updating all tabs, click OK to save your changes

and close the window.

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Travel Tab

The expense and time log options are independent, so you can track one but not the other.

Follow these steps to configure the Travel tab:

Step/Field Label Instructions

1. Allow travel entries Select this field to allow entry of travel expenses and time logs on

service orders. If this field is unchecked, the Travel section and travel

time/expense fields are hidden on the SO process page.

2. Create travel expenses Select this field to auto create a mileage expense record when the

rep taps (Travel) on the SO process page.

3. Default expense type Click to select the expense type auto assigned to mobile rep

expenses. You can select a different value on a saved expense.

4. Default payment type Click to select the payment type auto assigned to mobile rep

expenses. You can select a different value on a saved expense.

5. Mileage Select a mileage option for mobile rep expenses:

Require odometer readings – Display the odometer Start field

when reps tap (Travel), and then display the Distance and

odometer End fields when reps tap (Work). Reps must

enter a distance or ending odometer reading.

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Step/Field Label Instructions

Allow mileage entry – display the Distance field when reps tap

(Work). This field is optional.

6. Reimbursable Select this field if most travel expenses are reimbursable. Reps can

change this setting on a saved expense.

7. Billable Select this field if most travel expenses are billable. Reps can change

this setting after saving an expense.

8. Allow time logs for travel If this field is selected, tapping (Travel) auto starts a timer.

When a rep taps (Work), Tigerpaw auto stops the timer and

creates a travel time log .

9. Default log reason This setting applies to auto created travel time logs. Click to select

the log reason most frequently assigned to travel time logs. You can

select a different value on a saved time log.

10. Change SO status to If you want to auto update the service order status when a rep taps

(Travel), click to select the new status.

11. Update Dispatch Board Select this field if tapping (Travel) should update the task's

dispatch work status on the Dispatch Board (i.e. rep is en route).

12. <Save> If you are finished updating all tabs, click OK to save your changes

and close the window.

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Work Tab

The complete work section defines processing rules when completing work on the service order.

Follow these steps to configure the Work tab:

Step/Field Label Instructions

1. Default log reason This setting applies only to auto created work time logs. Click to

select the log reason most frequently assigned to work time logs. You

can select a different value after saving a log.

2. Change SO status to If you want to automatically update the service order status when a

rep taps (Work), click to select the new status.

3. Update Dispatch Board Select this field if tapping (Work) should update the task's

dispatch work status on the Dispatch Board (i.e. rep has started

work).

4. Change SO status to If you want to automatically update the service order status when a

rep taps (Work), click to select the new status.

Set this field to a status that does not close the service order if you

assign multiple reps per service order.

5. Finish tasks Select this field if you want to auto complete or delete a rep's tasks

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Step/Field Label Instructions

tied to the service order when the rep taps (Work).

6. Action If Finish tasks is set, select the processing options for a rep's tasks

when the rep taps (Work):

Complete – Auto select the Completed field on all of the rep's

tasks tied to the service order.

Delete – Auto delete all of the rep's tasks on the service order.

7. Create journal note Select this field to auto create a journal note for all tasks on the

service order when a rep taps (Work).

8. Update Dispatch Board Select this field if tapping (Work) should update the

dispatch work status on the Dispatch Board to indicate the service

order is closed.

NOTE: No setting is needed to update the Dispatch Board when

completing a task, as Tigerpaw automatically updates the board.

9. <Save> If you are finished updating all tabs, click OK to save your changes

and close the window.

Create a SQL Login for the Mobile Web Service API

This topic provides detailed instructions to create a SQL login if you are unfamiliar with the process. An

abbreviated version of these instructions exists in the Install the Mobile Web Service API topic.

1. Open SQL Server Management Studio.

2. Connect to the server as an administrator using SQL Server authentication.

3. In the Object Explorer pane on the left, right-click the server and choose Properties.

4. On the Server Properties window, click Security in the left pane.

5. Verify Server authentication is set to "SQL Server and Windows Authentication mode".

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Retain the default settings on the remaining fields.

6. On the SQL Server Management Studio window, expand the Security folder in the Object Explorer

pane.

7. Right-click the Logins folder and select New Login.

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The SQL server name and database display as the top node.

The Login window displays.

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The selection in the left pane determines the fields displayed in the right pane.

8. On the Login page, enter "Mobile" as the Login name to clearly identify the purpose of the login.

9. Select SQL Server authentication.

10. Enter and confirm the Password.

11. Verify the Enforce password expiration field is unchecked.

12. Set Default database to master.

13. Set Default language to match your server and workstation settings.

14. Click User Mappings in the left pane.

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User mappings specify the account's authorized databases and roles within the selected database.

15. Verify your Tigerpaw database is selected.

16. In the Database role membership section, select "db_owner" and "public".

17. Click OK to save the record.

18. Close and reopen SQL Server Management Studio.

19. Test the new login by logging into your SQL server with the new credentials.

20. Close SQL Server Management Studio.