Shortcut : Result

1. Alt-Backspace : Abandon Changes
2. Crtl-Alt-A : Custom Account Fields
3. Crtl-Alt-B : Custom Price Book Fields
4. Crtl-Alt-C : Custom Contact Fields
5. Crtl-Alt-I : Custom Invoice Fields
6. Crtl-Alt-J : Custom Project Fields
7. Crtl-Alt-O : Custom Opportunity Fields
8. Crtl-Alt-P : Custom Purchase Order Fields
9. Crtl-Alt-Q : Custom Quote Fields
10. Crtl-Alt-S : Custom Service Order Fields
11. Crtl-Alt-T : Custom Task Fields
12. Crtl-Alt-W : Custom Work Order Fields
13. Ctrl-B : Build Finished Good
14. Ctrl-D : Data Miner
15. Ctrl-E : Menu Editor
16. Ctrl-F : Search
17. Ctrl-F : Search View
18. Ctrl-F2 : Contact View
19. Ctrl-F3 : Calendar View
20. Ctrl-F8 : Service Order Notes
21. Ctrl-I : New Service Order
22. Ctrl-K : New Contact
23. Ctrl-N : New Account
24. Ctrl-O : Open Database
25. Ctrl-P : Print
26. Ctrl-Q : New Quote
27. Ctrl-R : New Price Book Item
28. Ctrl-S : Save
29. Ctrl-Shift-A : Account View
30. Ctrl-Shift-A : Outlook Account
31. Ctrl-Shift-B : Price book List
32. Ctrl-Shift-C : Contact
33. Ctrl-Shift-D : Dispatch
34. Ctrl-Shift-E : Exchange List
35. Ctrl-Shift-F : Work Flow List
36. Ctrl-Shift-G : Group Calendar
37. Ctrl-Shift-I : Invoice List
38. Ctrl-Shift-J : Journal List
39. Ctrl-Shift-L : Quote List
40. Ctrl-Shift-M : Debit Memo List
41. Ctrl-Shift-P : Specific Purchase Order
42. Ctrl-Shift-P : Price book Item
43. Ctrl-Shift-Q : Specific Quote
44. Ctrl-Shift-Q : Search Quote to view
45. Ctrl-Shift-R : Rma List
46. Ctrl-Shift-S : Symptom List
47. Ctrl-Shift-U : Opportunity List View
48. Ctrl-Shift-V : Received Items
49. Ctrl-Shift-W : Work Order List
50. Ctrl-Shift-Y : Contact List
51. Ctrl-Shift-Z : Credit Memo List
52. Ctrl-T : Task list View
53. Ctrl-W : Specific Work Order
54. Ctrl-Z : Undo
55. F11 : Previous
56. F12 : Previous
57. F5 : New Task
58. F8 : Journal Notes
59. F9 : Specific Service Order
60. Shift-F11 : First Record
61. Shift-F12 : Last Record
62. Alt+1 : Inserts the current date
63. Alt+2 : Inserts the current time
64. Alt+3 : Inserts the current date and time
65. Alt+4 : Inserts the logged in rep’s name
66. Alt+5 : Inserts the date, time, and logged in rep’s name

1. Download the update (155 MB) and Readme files from the Tigerpaw Software web page.
2. Go through the readme file to see if there are any items that might change your way of doing business. Your current Executable Revision is visible on the Help –> About screen. Only those fixes higher than your current level are of interest.
3. If you have ANY modified Crystal Reports (other than the standard logo support), copy them into the appropriate subdirectory under the Custom subdirectory. There is a separate document on how to maintain Modified Reports.
4. You need to review ALL of your custom reports to insure that Tigerpaw did not change anything that affects them!
5. Have each user make a manual list of the reports listed as their Favorite Reports. These may be lost during the SP installation, and may have to be re-entered.
6. Perform a manual backup of your database and Tigerpaw programs (normal path is c:\Program Files\Tigerpaw CRM+\*.*) and keep these files.
7. Make and keep a copy of your central Reports sub-directory.
8. Perform a normal backup of your database.
9. Place a copy of the update file in a shared subdirectory on the server that is accessible from both the Tigerpaw server and all the clients.
10. Point of no Return! This next step assumes that you have a copy of the software programs on the server, and that you can run Tigerpaw directly at the server. If this is not the case, and the server only contains the database, then a client machine will have to be used.
11. When you are ready to update, sign all users off the system, and run the update file to upgrade the machine’s Tigerpaw programs.
12. When it finishes, copy the contents of the new reports sub-directory into the central reports subdirectory, then copy the modified reports back into the proper reports subdirectory (which may be on your server).
13. Start Tigerpaw. This will cause a database update program to run. When this occurs, every client must be upgraded to be able to access the database.
14. Plan on up to an hour for the update process to complete.
15. Upgrade each client by running the update file. This can be done by physically going to each client machine and running the update program, or by sending out a message instructing the user to run the update file from the server.

Service Order Types: Used For

• Installation: New Installations
• MAC: Moves, Adds, and Changes
• Service: Normal T & M Service
• Parts: Parts Sale Only (No Services)
• Contract: Service Under Existing Maintenance Contract
• Support: Telephone Support/Help Desk
• Call Back: Return to correct our problem
• SubService: Service by Sub-Contractor
• Contract-No Invoice: Work to be preformed under existing contact – no billing

Service Order Status: Means

• New: Order Received
• Open: Order has been checked, ready for Operations
• Cancelled: Customer Cancelled the order
• Void: We made a mistake – should be a corrected SO
• On Hold: Customer put a hold on order
• Parts Needed: Parts need to be placed on a Purchase Order
• Waiting on Parts: Parts are ordered, but have not been received
• Dispatched: Work Scheduled for Technician
• Completed: Technicians have finished their work
• Ready for Billing: Labor and Materials Checked – OK to invoice
• Closed: Completely finished with order
• Assigned: Service Order Sent to Sub-Contractor
• Closed-No Invoice: Contract SO is Finalized, Do Not Invoice

Specific Problems Noted
Please do not use double quotation marks ( ” ) in the Item ID or descriptions of your items. These cause major problems when the file is imported into QuickBooks due to its Comma Separated Values (CSV) format. Instead, please use ‘in’ for inches or ‘ft’ for feet. It is also acceptable to use two single quotes ( ” ) instead of one double quote.

QuickBooks Templates
Some of the data elements, such as PO#, do not normally show in the default Intuit invoice templates. To resolve this, you must copy the Intuit template to one of your own, modify yours, and then set your new template as the default. Please search QuickBooks Help under “templates for business forms” for more information.

Sales Representative on Invoice
To make this work properly, both QuickBooks and Tigerpaw require one time setups:

QuickBooks: Lists –> Customer & Vendor Profiles List –> Sales Rep List
Enter the Rep’s name and initials. The Initials are what is printed on the QB Invoice.

Tigerpaw: Edit –> Master Tables –> Rep –> Account Reps
On the Manager Tab, enter the exact name from the QuickBooks Rep above into the Accounting ID: field.

Items Shipped
When the link was first created, it was programmed to send the Tigerpaw invoice’s item shipped to the QuickBooks Line Item Description in the format of “Item Number – Item Description”. This was done to avoid causing problems with items on the QuickBooks side.

Invoice Number Series
Although not part of the link package, WTS recommends that you set your Next Invoice Number in Tigerpaw to be a higher number than normal, such as a beginning invoice number of 10,000. This allows for you to issue manual invoices from QuickBooks in a lower range of numbers (such as 1,000) to avoid any conflicts with duplicate invoice numbers coming from Tigerpaw.

This can occur when you have selected to use the Customer’s name as the automatic default when creating new customers, or you add this name manually to a new customer. If this A/R Customer # is the same name as a Vendor’s name in QuickBooks, then you have a potential problem that will not show itself until the next invoicing cycle. Since in Tigerpaw a company can be both a Vendor and a Customer to you, this is not a problem. In QuickBooks however, the same Company Name can exist on both the Customer list and the Vendor List, and QuickBooks will allow “cross-payments” of receivables and payables.

Account Exports: The problem will show itself when you do your routine exports from Tigerpaw and imports into QuickBooks. By following proper procedures, the first export/import to do is the customer (Account) import. When you attempt to import the new customer into QuickBooks, you will get an error message, “You can’t change the type of a name or add a duplicate name.” You may continue with the import, but the problem customers will not be imported. To repair this issue, use Notepad to print the file Customer Import IIF file. You will see data lines like this:

!CUST,NAME,COMPANYNAME,BADDR1,BADDR2,BADDR3,PHONE1,FAXNUM
CUST,TechData,Technical Data,Technical Data,”1234 Main St “,”Omaha, NE “,,

The A/R Customer # from Tigerpaw is the field immediately after the ‘CUST’ (in this example – TechData). You may have many CUST lines – one for each new Account you are importing. Check each of these names to see if they exist in the QuickBooks Vendor List. When you match the Name with the Vendor Name, then you need to return to that Account in Tigerpaw and Change the A/R Customer # for that Account (Suggestion-Add “-AR” to the end of the existing name), mark the Account for export, and recreate the Account Export file. This new file should import into QuickBooks without a problem. Any duplication can be eliminated via the merge process in QuickBooks.

Invoice Imports: If this problem exists, and you import the invoices before importing the Accounts, you will get an error message “Can’t record invalid transaction.” This is a generic error message. Please cancel the invoice import until you can determine what the problem is. What’s happening is that since there isn’t a customer record in QuickBooks that matches the incoming invoices, QuickBooks will attempt to create a ‘skeleton’ record for the customer. Since the name already exists as a Vendor, it cannot create it, and gives the error message. You will need to manually change the A/R Customer # on the Invoice Header record in the AR Batch to match the new A/R Customer # on the Account record, and then recreate the batch and re-import it.

Permanent Resolution: The best way to avoid this problem is to always use a Vendor’s name that would never be used as a Customer name in QuickBooks. With the introduction of CRM+, the Vendor identification to QuickBooks is the AP Vendor ID on the Vendor Information screen. By using the Account Name and appending “- Vendor”, the duplication danger is eliminated. A simple SQL statement can do this for all accounts that are also Vendors. Then, this information can be exported from Tigerpaw and imported into QuickBooks via an Excel spreadsheet.

Disclaimer: This document expresses the findings and recommendations of Williams Technology Solutions and it is not a statement from Tigerpaw Software or Intuit.

Modified Reports Path

Under normal LAN installations, the program files for Tigerpaw Software are installed on both the server and the client. This includes a subdirectory that stores all the reports used in Tigerpaw. These reports are normally installed into the subdirectory ‘C:\Program Files\Tigerpaw CRM+\Reports’ and all end with the file extension of .rpt. Without manual intervention, each Account Rep is set to use this local subdirectory for all of his reports, which is fine until the first report is modified, either by the customer, Tigerpaw support staff, or consultant. When the first modified report is received, a system wide decision must be made on how to handle all modified reports. The two options are:

1. Each Rep continues to use his local subdirectory for reports, so the modified report will be loaded locally. The drawback to this method is that every time a new report is modified, or a change is made to a previously modified report, the new file must be copied into each client’s subdirectory. This normally entails the administrator going to each client machine, and copying the new files onto that machine.
2. Use a shared subdirectory on the server as the central repository for all report files. This is accomplished by changing the Tools –> Options –> Reports ‘Use Global Reports Path:’ setting to the Tigerpaw CRM+\Reports subdirectory on the server, and checking the checkbox. All modified report changes are copied into this server subdirectory only, and not the client machines. The drawback to this method is increased traffic on the network.

Modified Reports Backup Path
Although not required for operations, it is strongly recommended that as soon as you get the first modified report, that you create a subdirectory outside the path named above to store a copy of all reports. Tigerpaw makes the statement that they will not overlay the names of certain reports during an update or Service Pack installation. I’d prefer to have a backup copy of both the original report, and my modified report in a subdirectory that Tigerpaw Software does not know about (and therefore can’t erase or change). In addition, many backup programs do not backup the Program Files subdirectory, using the logic that there is not need to backup files that exist on an installation CD.

Modified Reports Naming Conventions

Within Tigerpaw CRM+ Software, there are Standard Reports and three different types of custom report names – Each type is discussed in detail:

1. Standard Reports – By inserting your company’s logo into the Image box under Tools –> Options –> Reports –> Global Settings, you can produce Standard (NOT custom) Invoices, Quotes, Purchase Orders, Work Orders, and Service Orders. There are specific requirements for the size of image that can be used. You may need to add white space around your logo to make it fit the provided rectangle. You can select to print your logo either centered or left-justified.
2. Specific Custom Reports – If you wish to modify the standard reports for these external forms, they need to be placed into a specific subdirectory for them to be selected (covered in the Users Guide, ~page 487.)
   Tigerpaw supplies this file structure for using Custom Reports:
   …Reports –> Custom
   • Credit Memos
   • Debit Memos
   • Invoices
   • – Contract Price
   • – Contract Usage
   • – Regular Invoice
   • Quotes
   • Service Orders
   • Modified Reports (manually added – not supplied by Tigerpaw)
3. Custom Reports generated from the Reports Explorer – In general, these reports are modified copies of existing reports. To retain both the original report and the modified report, the original report is duplicated in the Reports Explorer, and given a new name and a new entry in the Reports Explorer. Then the report with the new name is modified to suit the requirement. Tigerpaw suggests changing the first letter of the report name to z or a number, since they state that they will ‘never’ name any of their reports starting with those characters. This is one of the reasons for having the backup subdirectory mentioned above. It is suggested that these report files be copied into the Modified Reports subdirectory for safekeeping, and to copy back into the Reports subdirectory after Service Pack installation.
4. Custom Report Not Generated from the Report Manager – In general, these reports can be called by clicking on the Print or Print Preview buttons on the screen (instead of, or in addition to, being on the Reports Explorer). The names of the reports that are generated by these buttons are hard coded in the system, and cannot be changed by the user. For this reason, you must make a copy of the original report for backup, and modify the original report’s content, but not its name. This type of report requires the Modified Reports subdirectory mentioned earlier, since the next Service Pack from Tigerpaw Software will set the modified report back to its original content.
5. FREE Custom Reports – Tigerpaw includes several custom reports in their distribution package. These are standard reports, with one or two minor changes to enhance their usefulness. For example, there is a standard Quote form, but it does not print the ItemID on the form. Several customers use this to quote their customer without specifying the exact ItemID. Normally these companies use the Manufacturer’s part number as their own ItemID, ad printing it would allow their customers to use the internet to shop the parts. These reports are installed into the path C:\Program Files\Tigerpaw CRM+\Reports\Custom. These reports must be copied to an active subdirectory to be usable. For example, the file ‘Quote – no Item ID.rpt’ must be copied into the subdirectory C:\Program Files\Tigerpaw CRM+\Reports\Custom\Quotes. Then it will appear in the Custom Reports listing in Tigerpaw.

How to Add Custom Reports to the Reports Explorer
If you create or are sent a new Custom Report, you will need to add it to the Tigerpaw Reports Explorer before running it. This is a two step process, first to create a new Category, and second, the report parameters.

1. Copy the Custom Report .rpt files into the reports subdirectory as mentioned above.
2. Add a new Report Category. From the Tigerpaw Main Menu, Select Reports –> Report Manager. From the Report Manager screen, select File –> New Category. Key in the new Category’s name, such as “Custom Reports”, and click OK. This adds the Category to the listing. Hint – you can add several categories to the Reports Explorer. This may be added as a security item in later releases of Tigerpaw.
3. Add the New Report. From the Tigerpaw Main Menu, Select Reports –> Report Manager. From the Report Manager screen, select File –> New Report Definition. If you have been sent the parameters for the new report, simply copy each parameter from the delivery file into the parameter on the Report Definition. Be very careful to copy all the characters, including the last single quote. Select the Category(ies) where you want the report to appear. Save and Exit.

How to ‘recover’ from a new Service Pack
A typical Service Pack (SP) will contain new reports, and changes to existing reports. During the SP installation on the server, the default sub-directory will contain the new .rpt files, and a new set of EMPTY custom subdirectories. It is recommended that you make a duplicate of the central reports subdirectory before this procedure to insure they have a copy of all reports on the system. You need to insure that all your custom report files have been previously copied into the Modified Reports subdirectory. To preserve your custom report changes and still use the newer reports, you need to follow these steps:

1. Copy all .rpt files from the default sub-directory into the Global Reports subdirectory at the ‘Reports’ level. You should have many replacements. DO NOT COPY THE CUSTOM SUBDIRECTORIES. You may copy any individual .rpt files from the default Custom subdirectory into the same subdirectory in the Global Reports subdirectory.
2. Copy all the .rpt files from the Reports\Custom\Modified Reports subdirectory back into the ‘Reports’ subdirectory.