Implementation Guide - CWR Mobile CRM 4.2

This page is a Draft, its content is not complete and might contain errors.

This article applies to:

CWR Mobile CRM 4.2
Microsoft Dynamics CRM 4.0

Table of Contents [Hide/Show]

This Document
Mobile Configurator
   Publishing
   Item status
   Data grids
Entities
   Add an Entity
   Delete an Entity
   Refresh an Entity
Profiles
   Add a Profile
      Custom menu items
   Copy a Profile
   Importing and exporting a Profile
      Exporting
   Deleting a profile
Users
   Add a User
   Edit a User
   Delete a User
   Device management
   Resynchronize user data
Views
   Add a View
   Edit a view
      Change View Properties
      Manage extensions
      Edit Filter Criteria
      Configure sorting
      Add columns
         Change Column Properties
         Removing a column
         Filter fields
         Deleting a view
   Importing and exporting a view
Forms
   Add a form
   Edit a form
      Change Form Properties
      Adding fields
      Add tabs and labels
      Add Custom Control
      Change Properties
      Change Field Properties
      Related
      Remove
      Scripting
   Deleting a Form
   Importing and exporting a form
Filters
   Adding a filter
   Edit a Filter
   Deleting a filter
   Importing and export a filter
Devices
   Deleting a device
Client synchronization issues
   What are synchronization issues?
    Resolving synchronization issues
    Deleting a synchronization issue
Customizations
   Adding a customization
   Edit a customization
   Deleting a customization
   Exporting a customization
Reports
   Running reports
The Deployment Manager
   Overview
   Menu options
      Creating a new organization
      Remove Mobile CRM
      Manage Client Updates
   Organization options
      Remove an organization
      Repair an organization
      License information
      Synchronization settings
      Tracing
Troubleshooting
   Server platform error codes
   Deployment Manager troubleshooting
   I see a red status bar at the bottom of the main menu.
   The registered Name doesn't match.

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This Document

This document describes how to configure a CWR Mobile CRM 4.2 application (for Dynamics CRM 4.0). It describes the application functionalities for implementing a customized Mobile CRM solution using the Mobile Configurator tool.

Here are some resources that might be useful if further information is required.

First of all, if you find any errors in this document, have comments and/or suggestions, we highly appreciate your feedback! Please send your feedback to support at cwrmobility dot com or leave them on the discussion page and we’ll use that to improve our documentation.

CWR Mobility website: http://www.cwrmobility.com
Microsoft Dynamics CRM 4.0 SDK: http://msdn.microsoft.com/nl-nl/library/cc160840(en-us).aspx
Optimizing and Maintaining Microsoft Dynamics CRM 4.0: http://www.microsoft.com/downloads/details.aspx?FamilyID=ba826cee-eddf-4d6e-842d-27fd654ed893&displaylang=en

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Mobile Configurator

With the Mobile Configurator an administrator can manage virtually every aspect of the CWR Mobile CRM application from within the Microsoft Dynamics CRM web interface. The Mobile Configurator can be accessed via the “Settings - CWR Mobile CRM” menu.

In the main menu, the following items can be managed:

Entities: The definitions of the entities that can be deployed to the Mobile Client.
Profiles: Templates where views, forms, filters and customizations are connected to.
Views: Data grids with filtered data per entity.
Forms: A collection of fields for Mobile Users.
Filters: To determine what information must be transferred to the Mobile Client.
Customizations: Custom code, language packs and other add-ins.
Users: The Mobile Users with their specific profile.
Device: An overview of all registered devices.
Client Sync Issues: An overview of all synchronization issues per Mobile User.
Reports: Synchronization statistics and other analysis reports.

These items are described in the following chapters.

Configurator

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Publishing

It's possible to publish modifications to the Mobile Client. This means that an administrator can work on a production profile, but not publish all the modifications instantly. An administrator can choose to publish only select parts of the profile, like a form or customization, while not publishing the sitemap.

A second, and more powerful option, is to create a copy of a production profile and modify that one. When the administrator is ready to deploy the new profile, simply export the new profile and overwrite the production profile. After publishing the new production profile, it’ll be automatically deployed to the Mobile Client during their next synchronization.

If an administrator makes an error during modification of an item, the undo function will revert the draft item to its activated state. It’s not possible to undo changes made to an active item.

Publish

Note: The “Publish” and “Undo” functions can be found in the top menu of the profiles, forms, views and filters.

Note: When an administrator deletes an item, it must also be published to make the deletion permanent.

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Item status

Because of the new “Publish” and “Undo” functions, it must be clear in what the status an item is. To this end, an icon was added. The following table explains the status.


	The item is active and deployed to the Mobile Clients.
	The item has been deleted, but hasn’t yet been published. To permanently remove this item, select it and click “Publish”. Unpublished items are removed without using the “Publish” button.
	The item is in draft and hasn’t been published yet. If a profile has been imported all views, forms, filters and customizations that have been included are set to draft.

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Data grids

The list that displays the entities, profiles, forms, views, filters and customizations has a couple of abilities. This is a list of these abilities:

Multi-select: An administrator can select one or more items in the list by holding the control (crtl) or shift buttons on the keyboard while clicking on the items.
Multi-page: if there are more than 50 items in the list, the paging in the bottom of the grid can be used to scroll through to more pages.

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Entities

The first step in configuring CWR Mobile CRM is selecting the entities that can be made available on the Mobile Client. Click on the “Entities” menu item. The entities overview is opened. From this overview entities can be Added, Deleted and refreshed.

A refresh updates the information in the CWR metadata with the CRM metadata. If new fields have been added, this action must be performed. After this process has completed, the updates are available in all forms, views and filters.

Entities overview

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Add an Entity

Clicks on “Add” button in the menu bar. A popup window will appear. Here, an entity from a list of available entities in CRM can be selected. This includes custom entities that the administrator has created. After selecting an entity and clicking “OK” button, the entity is added to the list of mobile entities. The entity is now ready to be used in “Profiles”.

Add an entity

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Delete an Entity

When it’s no longer required to make an entity available to Mobile Clients, it can be deleted from the Entities list. When an entity is selected, click the “Delete” button. A confirmation popup will appear. After clicking “Confirm”, the entity is removed from the list of mobile entities.

Note: It’s not possible to delete an entity if it is used in a profile. Before deleting an entity it must first be removed from any profile it is used in. It’s not possible to delete an entity if there are one or more Mobile Users connected to it.

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Refresh an Entity

When a Mobile Client synchronizes with the server for the first time, the metadata of every entity is transferred to the Mobile Client. When the metadata of an entity changes, e.g. an attribute is added or deleted, that change must be communicated to the Mobile Client. To update the metadata, the entity that was added, has to be updated. Follow this procedure to update the metadata: When an entity is selected, click the “Refresh Metadata” button. A confirmation popup will appear. After confirming this popup, the “Modified On” date is updated and the Mobile Clients will refresh the metadata for that entity during their next synchronization.

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Profiles

A Profile contains a selection of Entities with their own Filters, Views and Forms. This is a very powerful feature, because it enables administrators to have a Sales and a Service profile, each with their own mobile entities. Each profile has its own synchronization filters so the Sales profile could synchronize "my active accounts", while the Service profile could sync "all accounts with active cases". Forms and views are defined per profile. An Account form can be read-only for the Service profile (they don't need to edit account info) and editable for the Sales profile (they manage account info). It’s even possible to define field level security using profiles.

Click on the “Profiles” menu item in the main menu. The Profiles overview is shown. From this overview it’s possible to Add, Edit, Delete and Copy profiles. Profiles can also be imported and exported and modifications can be published or undone. A new feature is the ability to push Client Updates to the Mobile Client. This feature is only available for Windows Mobile Clients. For more information about client updates, see chapter "Client Updates".

Note: For more information about publishing and undoing changes, see chapter “Publishing”.

Entity overview

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Add a Profile

Click on the “Add” button in the menu bar. A popup window will appear. Enter a name for the new profile. Then on the first tab a new sitemap can be created. The Sitemap for CWR Mobile CRM has basically the same function as the CRM Sitemap. The Sitemap defines the main menu on the mobile client.

A profile

The Sitemap consists of areas, which are the Menu Groups on the mobile client (Workplace or Sales) and Menu Items, like the calendar or tasks.

When the site map is right-clicked a new area can be created. A popup window will appear. The area name can be typed in and the area type can be selected. A new option is “Is Default”. When checked, every time the Mobile User starts CWR Mobile that area is opened. To show this in the main navigation, the name of the area will be shown in italic. The example in the figure above contains three areas, called Workplace, Sales and External. Workplace is set to default.

Adding a sitemap area

Right-click an area to get the following options:

Add Menu Item: Add a new menu item in the selected area.
Add Custom Menu Item: Add a new custom menu item in the selected area. More information about this feature can be found in chapter “Custom menu items”.
Delete area: Delete the area and all menu items it contains.
Hide area: Hide the selected area.

When a new menu item is added, the following popup will appear.

Add a new menu item

A title and a type must be filled in. There are two types: Entity and URL. Depending on the chosen type, either an existing entity from a list must be selected, when the type “Entity” is chosen. A URL must be entered when the type “URL” is chosen.

An optional setting is “Is Default”. When checked, this menu item is set to open automatically when the Mobile User starts CWR Mobile CRM. It also sets the area the menu item is positioned under to “Is Default”. A menu item that has been set to “Is Default” will be shown in italic in the main navigation.

“Entity” is the most used type, since it opens a list of the specified entity type. The URL type opens the specified URL in the web browser of the Mobile Device.

An existing menu item can be deleted by right-clicking on it in the main screen and selecting “Delete menu item”.

Delete a menu item

On the second tab in the main navigation, entities can be added to the profile. A list of entities that have been selected in the entities overview can be chosen.

Mobile entities

The third tab features a checkbox. When this is checked, the customization files will not be deployed to the Mobile Users that have the profile. This option is typically used by companies who manage their Mobile Devices through other means. This way, the administrators can use the customizations during configuration of a profile, but not deploy the files.

Deployment option

The fourth tab features a list of client options that can be set to specific values or locked. When an option is locked, the PDA user will not be able to change the settings or value of that specific field.

The following client options are available:


Mobile Webservice URL	The URL where the CWR Mobile CRM Webservice is located.
Work offline	When set, the client will always work offline. This means that changes made on the PDA will not transfer automatically to the server. The user must synchronize manually.
Always check for data updates	Option description
Enable background sync	This setting will enable or disable the background synchronization setting.
Enable sync issues	When set, all sync issues will also be transferred to the server. The administrator can then determine how the synchronization issue can be resolved. More information, see chapter "Sync issues".
Sync interval	Change the default synchronization interval. This value only applies when the client is set to use the background synchronization process.
Sync issue access	Set the permissions on the sync issue, and if the user can resolve it.
Outlook integration	Enable or disable outlook integration.
Attachment location	This options locks or unlock the ability for users to set their attachment location.
Maximum upload size	Set the maximum size the attachments can be.
Records per page	Set the amount of records the views will display.
Search mode	Set the type of search mode.
Password storage mode	Set the method of storage encryption.
Application lock timeout	Set the amount of time before the application locks and a password or pincode must be used to log in.
Logging level	The amount of data that will be logged when an error occurs.
Log file retention count	The amount logfiles that will be created before the oldest one is overwritten.
Log to CRM	If the error message is passed to the server during a synchronization.
Log connection errors	If an error message is created when the client cannot connect to the server.
Set sync entities	If the user is allowed to change the list of entities being synchronized.
Options admin password	Set a password on the options screen so the users cannot modify the settings.

When the profile is configured, click “OK” and the profile is saved. Double-click an existing profile in the “Profiles” list and it will be opened in a popup window.

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Custom menu items

It’s possible to add custom menu items in the navigation. A custom menu item must be developed by a developer and can be added in the customization section. More information about the customization section, see chapter “Customizations”.

To add a custom menu item, right-click on the area and select “Add Custom Menu Item”.

The following form opens. In this form, a customization can be added.

Add custom menu item

In this form, all custom menus that have been added to the profile are added to the “Type” picklist. Select a type and fill the “Title” field with a descriptive title. If this custom menu item must be opened automatically when the Mobile Client is started, check the “Is Default” checkbox.

Some customizations require attributes to start, like a menu name. To add a new attribute, click on “Add”. The following window is opened.

Add custom menu item

Add a name and the value. Click “OK” to add the attribute to the custom menu item.

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Copy a Profile

A profile can be quickly created by copying an existing profile. This comes in handy an existing profile is used as a starting point for a new profile.

To copy a profile, first select an existing profile from the list. Then click the “Copy” button. A popup window appears where the name for the new profile can be entered.

Copy profile

When the profile is created, all original forms, views, filters and customizations have been copied as well.

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Importing and exporting a Profile

It’s possible to import, replace an existing and export profiles as a ZIP file. This feature can be used to export a profile from a test environment to the acceptation environment.

Note: It’s still possible to import an XML file containing a profile. However, it will not contain customizations.

When the “Import” button is clicked, a popup window appears. A name for the profile can be entered, or the field can be left empty. In that case, the profile name from the import file is used.

Copy profile

Note: It’s possible to overwrite an existing profile, like displayed in the figure above.

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Exporting

If there are forms, filters, views and customizations in the profile, they will also be exported and packaged into a single ZIP file.

When a profile from the list is selected, click the “Export” button. A file Download dialog appears and the export file can be saved to the hard disk. All exports are ZIP files containing the customizations that are connected to the profile and the profile itself.

Note: Forms, views, filters and customizations that have been deleted but not yet published will not be exported. Forms, views, filters and customizations that have been modified, but not yet published will be exported.

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Deleting a profile

A profile can be deleted. To delete the profile, select it and click the “Delete” icon in the top menu. If there are Mobile Users connected to the profile, it will not be deleted.

Cannot delete the profile

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Users

Once one or more profiles have been added, the mobile users can be managed. When clicked on the “Users” menu item, an overview with all mobile users is shown. From this overview it’s possible to add, edit and delete users. It's also possible to resynchronize certain parts of the mobile users' entity to a specific user.

Note: In CWR Mobile CRM users are CRM Users that are associated to a Mobile Profile.

Users overview

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Add a User

When the “Add” button is clicked, a popup window appears. One or more Mobile Users can be added in by typing their name in the textbox.

To add one or more users, select a profile, the device type and insert the name(s) of the user or users. A result list will appear with the name of the user. If there is only one user, that user is added to the list. If there is more than one user returned, a list is shown. Select the user from the list. After the user or users are created, the selected device will automatically be added to each user.

To add another user, select the “Users” field and type a username.

Adding users

Note: If a CRM User has already been added, it will not be possible to add them again. The results will not return this user if it’s searched.

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Edit a User

When an existing user is double-clicked, a popup window will open with that users’ information. In this window, the following options are available:

Wipe user: The next time the Mobile User logs on to the CWR Server, their local database will be deleted. This is useful for when a mobile device is lost or stolen. Note that this option only works when the mobile device synchronizes after the “Wipe” option has been set. If the mobile device doesn’t have a network connection and hasn’t synchronized, the data has not been wiped. While trying a normal sync, the message “This user will be wiped” will appear and the application will exit.
Disable: The Mobile User is disabled and cannot synchronize with the CWR Server. When trying to synchronize the message “This user is disabled” appears.
Mobile Devices: This lists all the mobile devices the user has registered on his or her name. More information, see chapter "Device management".

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Delete a User

When a user is selected from the user list, click the “Delete” button. A confirmation popup will appear and after clicking “Ok” the Mobile User is deleted.

When a Mobile User is deleted, that user will get an error message in his/her Mobile Client stating that “This user is not a Mobile User”.

Deleting users

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Device management

From version 4.2 it's possible to add multiple devices with different profiles to one user. The "Devices" section was added to the user form for device management.

The following tasks can be performed in the device management section:

Adding a new device and related it to the user.
Removing an existing device.
Resynchronizing parts of the mobile profile for a specific device. More information, see chapter "Resynchronize user data".

The following actions are available in the device preferences:

Device type: This setting can only be set during creation of the device.
Profile: The mobile profile the device uses to synchronize data and setup the PDA.
Device ID: The ID of the device. If this is filled-in during creation, the device will be locked to use that device.
Device Name: This value will be filled during initialization of the device.
Wipe: When this option is set, the device will automatically delete it's database when a synchronization occurs. It will not be possible to reinitialize the device, without first removing this option. Please note that this option can be set when the device is lost.
Reinitialize: The device will automatically be reinitialized the next time it will try to synchronize. After initialization, the option is unchecked by the server.
Disable: The device is disabled and will no longer synchronize until this option is unchecked.
Is Linked: The device is hardlinked to the Device ID. This means that it will not be possible to initialize any other device of the same type, without creating another device in the list (or removing the "Is Linked" option).

For the CWR Mobile CRM Express Edition, the following options are disabled when a device is created or updated:

Wipe.
Is Linked.
Device ID.
Device Name.

Note: when a user has already synchronized with a profile and is moved to another profile, the user needs to initialize the mobile client device again.

Note: If the user has background synchronization enabled on the mobile client and the network connection is active, the data will automatically be wiped during the next background synchronization.

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Resynchronize user data

With this option, it’s possible to resynchronize parts of the Mobile User profile. These parts are:

Views
Forms
Customizations
Sitemap
All entities in the profile

To resynchronize these parts for all mobile devices, go to “CWR Mobile CRM -> Users” and select one or more Mobile User with the same profile. If Mobile Users are chosen that have different profiles, an error message will be displayed. Click on “Resync” in the top menu bar to open the resynchronization popup.

Note: Please note that the "Resync" option on the user is for all mobile devices related to that user. To resynchronize only one mobile device, double-click the user, select the specific device and click the "Resync" button in the menu of the device management.

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Views

Mobile Views have the same function as views in CRM. A mobile view represents a view on the local data on the Mobile Client. As mentioned in the Profiles section, views can be defined per entity per profile. So, an Account entity in the Sales profile can have different views than the Account entity in the Service profile.

When you click on the Views menu item you go the Views overview. From here you can perform the following actions:

Add: Add a new view.
Edit: Edit an existing view. To edit the view, select one first.
Delete: Delete a view. To delete the view, select one first.
Publish: Publish a draft view to activate it on the Mobile Client.
Undo: Undo changes made to the view. The unpublished version will be deleted,

not the active one.

Export: Export one or more views.
Import: Import a view or overwrite an existing one.

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Add a View

When the “Add” button is clicked, a popup window will appear. Here a profile and an entity can be chosen from the list of entities that are associated with the profile and that have no view defined yet.

Add a view

The “Create Default View” option is a powerful feature. When creating a new view, if this option is checked, it tries to generate views based on the CRM views that are associated with the chosen entity.

Note: Not all CRM views are compatible with mobile views. Incompatible views are skipped and an entry is added to the error log on the server.

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Edit a view

When the option “Create Default View” was enabled during creation of the view, all views in the entity were automatically generated. Incompatible views have been skipped, because they use a filter that is incompatible with the mobile views. If there are compatible related views, these will also be created. These views are similar to the “Associated Views” in CRM.

Note: If the “Create Default View” option was unchecked during creation of the view, all views have to be created from scratch. So most of the time, leave the option checked for a quick start.

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Change View Properties

Once the view is generated, a number of properties can be changed. The right pane contains the tools to edit the properties of the view. Click the “View Properties” button to edit the properties of the view.

Change view properties

The following options are available in the view properties:

Name: The display name of the view. This option has to be set and is language dependant.
Default view: Is this view the default view? When the view is opened on the Mobile Client, the default view will be displayed first.
Show new: A new record can be added by the Mobile User when this option is enabled.
Show delete: One or more records can be deleted by the Mobile User when this option is enabled. For more information about selecting multiple records, see the installation guide.

Note: If the user doesn’t have the privilege to delete a record, the user cannot delete the record.

In the previous figure the “Default view” option is enabled. There should always be one default view defined. That’s the view that shows up first when opening a view. The option cannot be unchecked. It’s only possible to check the option on another view. In that case the new view will be the default view and the old default view is no longer the default.

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Manage extensions

An extension is a customized menu item. A developer can create a new menu extension. When this extension is added to the profile, it’s possible to add it to a view.

To add a custom menu item to a view, click on “Manage extensions”.

This window displays all the menu extensions that have been created. To add a new extension, click “Add”. The following figure is opened.

Extension details

Select the extension in the “Type” field. If there are attributes defined in the custom menu extension, they will be displayed in the attributes list. Double-click an attribute to configure it.

Click “OK” to close the form. The new extension is added to the list. The following example shows two custom menu extensions on the Mobile Client.

View extension on Mobile Client

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Edit Filter Criteria

A mobile view represents a view on the local data on the mobile device. Most of the time this view will contain a filter. The “Filter Criteria” is used to define what is shown in the view. For example the view “My active accounts”. The filter looks like the following figure.

Edit filter criteria

In this figure, one AND filter group contains one condition. This filter will show all accounts where the owner is the current user.

In the following figure, the filter will also check if an account is active.

Edit filter criteria

When right clicked on the “Filter (And)” filter group, a context menu appears. Click “Add Condition”. A new popup window will appear where the condition can be defined.

Edit filter criteria

Note: The list of available operators depends on the type of filtered field.

With the ability to add multiple filter groups, each with their own grouping type (and/or), and the ability to add multiple conditions to each filter group, complex filters can be created to match your needs.

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Configure sorting

The “Configure Sorting” button opens a popup window where the sorting column and sorting order can be set.

Note: Sorting can only be done on fields that are displayed in the view.

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Add columns

The “Add Columns” button opens a popup window where the columns can be selected. These will be added to the view. Check the columns and after clicking “OK”, the columns will be added to the end of the view columns. The order of the columns can be changed by selecting a column header and using the arrows in the right menu. This is identical to the way views are defined in CRM.

Add columns

Change Column Properties

A column can be double-clicked or selected. Click the “Change Properties” button to open a popup window where the column properties can be edited.

Change Column Properties

The width of the column and the Column title can be changed. Depending on the data type of the column it’s possible to set the Display field, like a date/time field. This field can be modified so it displays the date and time or Date or Time. For other types such as NvarChar, there is no Display field or the Display field is fixed to a certain value.

When the Column title is set to its default value, the value will be omitted from the generated view XML and the mobile client will use the value from the metadata. The implications of this functionality will be described in detail in the section “Change Field Properties”.

Removing a column

When the column is selected, click the “Remove” button. A confirmation popup will appear. After confirming the delete action, the column is removed from the view.

Remove a column

Filter fields

A feature of the mobile client is the ability to easily search and find records in a view. To be able to search through these records, a number of fields must be searchable. In order to set these search fields, the "filter fields" option is included in the view menu.

Remove a column

Deleting a view

Select a view from the list and click the “Delete” button in the top menu. A confirmation popup will appear. After confirming the delete action, the view is removed.

Note: Clicking the undo action on a deleted view will reactivate it.

Remove a column

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Importing and exporting a view

This process is similar to importing and exporting complete profiles, it’s also possible to perform these actions to a single view. Click the “Import” button. A popup window will appear.

The following options must be configured before import is successful:

Profile: The profile the view is going to be included in.
Entity: The entity where the view is going to be connected to.
XML File: The XML File with the view definition.

An existing view can be overwritten. An existing view can be exported and saved as an XML file so it can be imported into another system.

To export the view, select a view from the list and click the “Export” button. A File Download dialog appears to save the file to your hard disk.

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Forms

Mobile Forms have the same function as forms in CRM. A mobile form enables a Mobile User to view, create and update data on the mobile device. As mentioned in the Profiles section, forms can be defined per entity per profile. An Account entity in the Sales profile can have a different form than the Account entity in the Service profile.

To open the forms overview, go the forms overview in the main screen of the Configurator. From here the following actions can be performed:

Add: Add a new form.
Edit: Edit an existing form by double-clicking on a specific form.
Delete: Delete one or more forms.
Undo: Undo the draft changes made to a form.
Publish: Publish changes made to the form.
Export: Export one or more forms.
Import: Import a form.

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Add a form

Click the “Add” button. A popup window will appear. In this window a profile and an entity from the list of entities that are associated with the profile and that have no form defined yet must be chosen.

Add a form

Like views, there’s an option to let the system generate the form automatically using the “Create Default Form” option.

Note: Not all entity forms can be generated. Some CRM entities have hardcoded forms that cannot be retrieved from the CRM metadata. This does not mean that a form cannot be created for such entities. It means that the system cannot generate the form.

An example: Generate a form for the “Businessunit” entity.

Tab

The system will generate an empty form with one tab named “???”. When the CRM entity property for the business unit is opened, it’s clear that the entity doesn’t contain a form. This is shown in the following figure.

Business unit entity properties

Note: there’s often a reason that a form cannot be customized in CRM. These entities usually have very specific functionality that is important for the correct functioning of CRM. Be very careful when creating a form for such an entity. As a precaution, when generation of the form fails, its “Read only” property is automatically checked. This way the data can only be viewed on the Mobile Client, not modified.

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Edit a form

When generating a form succeeds, the preconfigured form based on the CRM form is presented. The following figure has been successfully generated by the system.

Edit a form

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Change Form Properties

Once the form is generated, a number of properties can be changed. The right pane contains the tools to edit the properties of the form. Click the “Form Properties” button to edit the properties of the form.

Change properties

When the option “Read Only” is set, the form fields cannot be edited. The form cannot be saved.

When generating a form succeeds the preconfigured form is presented. The layout is based on the layout in the CRM entity form. An example is the Account form displayed in the figure.

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Adding fields

Click the “Add Fields” button. A popup window will appear. In this window one or more fields can be added to the form. It’s also possible to choose the tab to add them to.

Once the fields are added to the form it’s possible to move them up and down using the up and down arrow buttons. A field cannot be moved to another tab using the arrow buttons. Double-click the field and change the tab there.

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Add tabs and labels

Click on the “Add a tab” button. A popup window will appear where the name of the tab can be entered. Confirm the input, after which the tab is added to the right of the existing tabs. The tab can be moved with the left and right arrow buttons.

Click the “Add a label” button. A popup window will appear where the name of the label can be entered. A label is much like a section in CRM. However, a label doesn’t contain fields so it’s not possible to move a label together with all containing fields like sections in CRM.

Edit

Add Custom Control

Custom controls can be added to the form. Customizations are .NET controls that a programmer can create using the CWR Custom Control SDK. When a custom control is added using the Customizations overview, the control is available to add to the form. Input parameters can be used if the control requires these. The following figure is an example of a custom control.

Add custom control

For more information about using customizations to add controls to the form, see chapter “Customizations”.

Note: The attributes are defined by the custom control programmer.

The custom control is placed on the form.

Custom control on form

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Change Properties

With the “Change Properties” button properties of the selected item can be modified. This can be any of the top four items in the right pane: tabs, labels, fields or custom controls. Double-clicking an item has the same effect. Changing the properties of a tab or label opens a popup in which the name of the tab or label can be edited.

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Change Field Properties

Double-clicking a field or selecting a field and clicking the “Change Properties” button opens a popup window where the properties of the field can be changed. The following figure displays the properties of the “Account Name” field.

Change field properties

The form is divided in three sections: General, Additional and Location. The sections General and Location are the same for every Control type (Nvarchar in this case). Depending on the Control type there can be zero or more properties in the Additional section.

The following Control types exist:

Type	Additional properties	Description
Attachment		Special type only used for the filename field on the annotation entity.
Bit	Display format, True value, False value, Default value
Custom		Used for custom controls.
Customer
DateTime	Display format
Decimal	Minimum value, Maximum value, Precision, Default value
Float	Minimum value, Maximum value, Precision, Default value
Int	Minimum value, Maximum value, Default value
Lookup	LookupEntities
Money	Minimum value, Maximum value, Precision, Default value, Currency symbol
MultiLookup	LookupEntities	Lookup that can reference multiple records.
Nvarchar	Display format
Owner
Picklist	Default value
State	Default value
Status	Default value

Most of the control types match directly with their corresponding CRM types.

Note: Double-click on a field property to open it.

On the “Field Properties” form, the properties “Field Name” and “Control Type” are read-only.

The “Label” property has specific functionality. When a field is added to a form, by default the label is filled with the label from CRM. When left like this, the actual “Label” property is omitted from the generated form XML (that will be sent to the mobile client). When this property is omitted, the mobile client will use the “Label” value from the metadata.

This is a great localization feature, because what this means is, that forms (and views) can be created with default label and column values, export the profile and use it in any language CRM system. The Mobile Client will use the labels from the localized metadata, i.e. in the language of the CRM system where the XML file is imported.

When the “Label” property is left empty, the “Label” attribute is included in the generated form XML, but its value is blank. In that case, the label on the form will be blank also. When the “Label” property is changed, it will override the default value and the new value will be used.

Mandatory and Read only properties can also be set in the field property. It’s also possible to toggle visibility of a field. This may not make much sense, but it can be useful when overriding default fields with custom controls. In that case it can be handy to hide the default control.

It’s possible to change the display format of an nvarchar field, like the following figure.

Change display format

When the display format is changed to “Text Area”, an extra property named “Rows” will appear in the Additional section with a default value of 5.

Another example is the field “Priority”. The field is of the type “Picklist” and has one additional property named “Default value”. When this property is double-clicked, the following popup window appears.

Additional field property

The available default values for the field “Priority” are taken from the CRM metadata and shown in the list.

Finally, the “Lookup Entities” property is worth mentioning. The best example is the “Regarding” field of an Activity. This field can point to several different entity types. Using the “Lookup Entities” property, the administrator can decide which entities are available to the Mobile User and in which order.

Lookup property

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Click the “Related” button to open a popup window where related entities can be added or removed. On the Mobile Client, related entities are shown in the “Related” menu on the form. Click on a related entity. A list will open with all records of that entity that are related to the entity on the form. An example of this is the “Order” entity.

Related

The list shows all one-to-many and many-to-many relations for the Order entity. These relations are all retrieved from the metadata. Custom entities with relations to system entities will also show up in this list.

Some entities, like account or contact, have lots of relations. By default, a relation gets the name of the related entity. This can create duplicates.

The mobile client uses the name columns as the display name in the “Related” menu, so the names have to be unique. Double-click on a relation and a popup window will appear. The name for the relation can be changed there.

Note: If there are duplicate relation names, the mobile client will only show the first occurrence of that name and skip the other ones.

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Remove

The “Remove” button removes the selected item from the form. A confirmation popup will appear. After confirming the delete, the selected item is removed from the form.

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Scripting

A new feature in CWR Mobile CRM version 4.2 is the ability to script field and form actions. The following script options are available:

Field script: When the field value changes, this script is used. (OnChange)
Form scripts:
- OnLoad: This script is executed when the form is loaded. (OnLoad)
- OnSave: This script is executed when the form is about to be saved. (OnSave)

The programming language is C# (C Sharp) .NET language.

Scripting on the form

For more information about scripting in CWR forms, please go to the following page "CWR Mobile CRM 4.2 Scripting SDK Guide".

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Deleting a Form

Select a form from the list and click the “Delete” button. A confirmation popup will appear. After confirming the delete, the form is unpublished. Publish the form and it will be removed.

Note: Clicking the undo action on a deleted form will reactivate it.

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Importing and exporting a form

Just as with profiles and views, it’s possible to import and export forms. When the “Import” button is clicked, a popup window appears. A profile, the entity and the import XML file must be selected.

An existing form can be overwritten by a new version. It’s possible to export an existing form and import it into another system. To export a form: Select a published form from the list and click the “Export” button. A file download dialog will appear and the export file can be saved to the hard disk.

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Filters

Filters determine how much data gets synchronized to the mobile devices. As mentioned in chapter “Profiles”, filters can be defined per entity per profile. If there are no filters applied for a particular entity, all information the user is allowed to see is being synchronized.

Click on the “Forms” menu item in the main menu. The Filters overview is shown. From this overview it’s possible to Add, Edit, Delete and Copy filters. Filters can also be imported and exported and modifications can be published or undone.

Filters can be combined to get a more precise dataset. Filters can get pretty sophisticated, combining AND/OR clauses and linked entities. However, sometimes it’s not possible to get the proper data using just one filter and that’s where filters must be combined to get the desired result. The data retrieved from each individual filter is combined, duplicates are removed and the result is transferred to the client.

It’s recommended to keep filters as simple as possible and to keep the number of filters per entity low. However, it’s more important to keep the filters simple than to keep the number of filters low. So in general, using two simple filters is better than one large, complex filter.

Keep in mind that filters are converted to SQL queries on the CRM database. The more complex the filter, the more complex the SQL query. This puts a bigger load on the server and can affect performance adversely. Contact the CRM/SQL administrator for more information on the performance of filters/queries. He or she can profile the SQL database and fine-tune performance if needed. For further reference see “Optimizing and Maintaining Microsoft Dynamics CRM 4.0”.

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Adding a filter

Click the “Add” button to create a new filter. A popup window will appear. A profile and an entity to add the filter to must be chosen. A filter name must also be entered.

Add a filter

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Edit a Filter

When the filter is created the filter can be edited. The XML tab shows a read only textual XML view of the filter.

An example: Create a filter for Accounts named “My Active Accounts with Activities in the last 6 months”. This will filter all active accounts the user is the owner and that have related activities that have been modified in the last 6 months.

Create a new filter. Choose a profile and the account entity. Fill the “Filter name” field with a descriptive name, like “My Active Accounts with Activities in the last 6 months”.

Add a Filter with 2 Conditions:

Statecode: Active.
OwnerId: Current User.

To add these conditions, perform the following actions: Right-click the “Account” node and select “Add Filter” from the popup menu.

Add a filter

In the popup screen select “And” for the type of filter, because both conditions need to be met.

AND filter criteria

This will result in an AND statement. Click on “OK” to return to the “Filter” tab. Right-click on the Filter (And) node and select “Add Condition”.'

AND filter criteria

Define the conditions like the following figures.

AND filter criteria

The “Operator” and “Value” fields change based on the type of field that is chosen. Not all operators apply to all types of fields. DateTime operators like “Today” or “Last X Months” obviously only apply to DateTime fields and will only show in the list of operators when a field of type DateTime is selected.

The same applies to the “Value” field. When available values are known, as the case is for “Statecode”, and picklist fields, the “Value” field displays those values to choose from.

Clicking on “OK” returns you to the filter tab. Here you can add the second condition. This time select the field “OwnerId”. The list of operators will now show “Equals Current User”.

The filter tab should now look like the following figure.

AND filter criteria

For the second part of the filter a link with “Activities” must be created and filtered on the “ModifiedOn” field. Right-click on the “Account” node and select “Add Link-Entity”.

A popup window will appear where link entity can be selected.

Link entities

Most of the time the “1 to Many” relations will be used when selecting a link entity. We want to link to activities using the “Regarding” (regardingobjectid) field. So this will get activities where the account is in the regarding field. It’s also possible to link via activityparty.partyid. That way it’s possible to select activities where an account is a party member (resource, optional attendee, requiredattendee, etc.).

Click “OK” to return to the filter tab. Finally, add a filter on the “ModifiedOn” field of the linked activity. Right-click the linked entity node and choose “Add Filter”. Select the AND type. Then right-click the Filter (AND) node and select “Add Condition”.

Filter

When the “OK” button is clicked, the filter is validated. If no validation errors are found, it’s saved.

This is just one example of a filter that showed the basic principles of filters, conditions and linked entities. It’s possible to add as many conditions to a filter as required. Multiple levels of linked entities can also be added. In theory there’s no limit to the amount of filters, conditions and linked entities that can be added. However, the sync filters are translated into SQL and executed by SQL Server. The more filters, conditions and linked entities are added, the more complex the SQL query becomes and this affects performance. So, keep it as simple as possible.

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Deleting a filter

Select a filter from the list and click the “Delete” button. A confirmation popup will appear. After confirming the delete, the filter is unpublished. Publish the filter and it will be removed.

Note: Clicking the undo action on a deleted filter will reactivate it.

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Importing and export a filter

Just as with profiles, views and forms, it’s possible to import and export filters. When the “Import” button is clicked, a popup window appears. A profile, the entity, the filter name and the import XML file must be selected.

Filter

An existing filter cannot be overwritten by a new version. It’s possible to export an existing filter and import it into another system.

To export a filter: Select a published filter from the list and click the “Export” button. A file download dialog will appear and the export file can be saved to the hard disk.

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Devices

The devices overview displays all devices that have been registered to users. Each device can be opened and modified from here. However, new devices must be registered by going to the "Users" menu option and adding one there.

Note: For more information about device options, see chapter "Device management".

A number op options are available:

Delete: The mobile device is deleted. This means that the mobile device will no longer be able to synchronize with the server.
Resync: With this option, it’s possible to resynchronize parts of the Mobile User profile. For more information, see chapter "Resynchronize user data".

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Deleting a device

The “Remove” button removes the selected device. A confirmation popup will appear. After confirming the delete, the selected device is removed.

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Client synchronization issues

Synchronization issues are problems that occur when the mobile device wants to perform an action, but is stopped by the server. The cause could be that the user has no rights to perform a delete or is not allowed to update a record. These issues must be resolved, otherwise the data that the user created is lost. The "Sync issue" overview simplyfies this task, by synchronizing the issue to the server and have the administrator resolve them.

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What are synchronization issues?

Synchronization issues are problems that occur when a mobile device tries to synchronize it's updates to the server, but the server fails to perform the action. By using a client setting, the mobile device will forward the synchronization issue to the server. The CWR administrator can open the issue and troubleshoot it.

Filters overview

Note: Synchronization issues are displayed in bold. A bold synchronization issue is the latest issue generated. Whenever the client retries to synchronize the issue and fails, the latest issue is bold. The older ones are in normal type.

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Resolving synchronization issues

To resolve an issue, select it in the view and click "Resubmit Sync Issue". The synchronization issue can also be resubmitted in the details form.

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Deleting a synchronization issue

To delete an issue, select it in the view and click "Delete Sync Issue". The synchronization issue can also be deleted in the details form.

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Customizations

The section “Customizations” contains all customizations that can be used in the application. This is a very powerful new feature, because it enables administrators to easily configure and deploy customizations in the entire organization. Customizations defined per profile.

Customizations overview

The following customizations can be added into the application:

Customization files: The following types of customizations can be added:
- View extensions. For more information, see chapter “Manage extensions”.
- Form controls. For more information, see chapter “Add Custom Control”.
- Sitemap Menu items.
- Callout extensions.
Language packs: When added, the language pack is automatically deployed to the Mobile Clients. Depending on the locale on the Mobile Client and the language settings in CRM, the language is switched.
Callout.Config.Xml: The callout XML File, used to configure events on the Mobile Client.
Icons: Images for custom or standard entities.
Other: Other files that must be deployed to the Mobile Client. The administrator must set the location of this file.

Note: The following chapters will not explain how to create a customization. This information is available in the SDK.

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Adding a customization

When the “Add” button is clicked, a popup window will appear. Here a profile, the type and file can be chosen.

Add a customization

After clicking the “OK” button, the customization file will be validated. If the file is incorrect, a popup will displayed with an explanation.

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Edit a customization

Once a customization is added it, the name and type cannot be edited. However, the customization can be overwritten by a newer version of the customization.

Edit a customization

The name of the customization is set in the customization file. If the name must be changed, open the customization file and modify the XML file that contains the name. After this is done, double-click the customization and upload the new customization file.

Note: If the customization must be present in multiple entities, the customization must be added to each entity.

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Deleting a customization

Select a customization from the list and click the “Delete” button. A confirmation popup will appear. After confirming the delete, the customization is unpublished. Publish the customization and it will be removed.

Note: Clicking the undo action on a deleted customization will reactivate it.

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Exporting a customization

To export a customization: Select a customization from the list and click the “Export” button. A file download dialog will appear and the export file can be saved to the hard disk.

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Reports

Reporting is an extension of the logging system. Whenever a Mobile Client synchronizes with the CWR Server, the requests made are saved in a log. To view this data, a number of reports have been created.

These reports are:

Client snapshot overview: Displays all records that have been transferred to and from the Mobile Client.
Error log overview: Displays all errors that have occurred on the server and Mobile Client.
Synchronization overview: Displays all communication from and to the Mobile Client.

Click on the “Reports” menu item in the main menu. The Reports overview is shown. From this overview it’s possible to run a report.

Note: The error log overview is a link to a custom CRM entity, called “Mobile CRM Logs”.

A report can have one or more parameters that have to be set. When the report “Synchronization overview” is opened, the report can be filtered according to the Mobile User. Drilldown reports, like “View sync history server” contain date parameters that are used in the filter.

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Running reports

Double-click or select and “Run” a report. A popup window will open containing the report.

Run a report

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The Deployment Manager

The Deployment Manager is a new feature to administer the CWR Mobile CRM Server. The deployment Manager can be used for the following:

Deploying a new CWR configuration to a CRM instance.
Deploying new mobile device versions (Currently Windows Mobile devices only).
Troubleshooting faulty database connections.
Upgrading new licenses to existing configurations.
Upgrading an existing installation to version 4.2.

The following chapters explain these features.

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Overview

The Deployment Manager can be started from "Start -> Programs -> CWR Mobility -> Mobile CRM Server -> Mobile CRM Deployment Manager".

The top menu of the Deployment Manager contains a number of features.

Menu

Exit: To close the Deployment Manager.
Options:
- Create Organization: Creates a new organization database for an existing CRM instance. The instance may not have an existing CWR organization database.
- Remove Mobile CRM: Removes Mobile CRM from an existing CRM instance. After removal, the database is still present on the SQL Server.
Manage Client Updates: More information in chapter "Manage Client Updates".
Help: Opens the "About Mobile CRM" containing contact information for support.

Organization options

Remove organization: Remove the selected organization from the CWR configuration database.
Repair organization: Perform a number of repair options.
License info: Retrieve and update license information.
Sync settings: Set synchronization preferences.
Tracing: Configure logging and tracing levels.

More information about the features, see next chapters.

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Menu options

The following chapters explain the menu options available.

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Creating a new organization

This process extends an existing CRM installation to use CWR Mobile CRM. The process creates a new organization database and updates its configuration.

Create an organization

The following fields must be filled in, before installation can start:

SQL Server: The target database where the organization database will be installed.
Organization: A list of available CRM instances on the CRM Server. This list is created by using the CRM Server location that was configured during installation.
License file: A valid version 4.2 license file is required before installation can start.

Note: The SQL Server name can be different than the location of the configuration database.

click "Create" to start installation. During installation, the status will be displayed in the status box.

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Remove Mobile CRM

Removes Mobile CRM from an existing CRM instance. After removal, the database is still present on the SQL Server.

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Manage Client Updates

The Client Updates feature provides a centrally managed list of Mobile Device software.

Client Update Feature

Upload a new package by clicking on "Upload Package". Download and select a valid client package and upload it. A valid package can be identified by the *.ZIP extension. When the upload has completed, the package is available in the Web Configurator.

The Client Updates are available to the administrator in the "Profiles" menu in the Web Configurator. Each profile can have its own Client version, meaning that one organization can operate more than one version of Mobile CRM on its mobile devices. To open the configuration, go to the Web Configurator and click "Profiles". Select one profile and click "Client Updates" in the top menu of the list.

Client Update Feature

Note: More information will be added. Also, more information may be requested from support@cwrmobility.com.

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Organization options

The following options are available for an organization. These options can be reached by right-clicking on the organization in the main screen.

Organization options

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Remove an organization

An existing organization can be removed. In this process, the organization is removed from the configuration. The organization database will still exist on the SQL Server. Removal must be done manually.

Remove an existing organization

To start the removal process, click "Remove".

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Repair an organization

A number of repair options are available to an administrator. These repair options are:

Create and publish the log: During every organization installation, a custom log entity is created. To manually recreate the log, select this repair option.
Synchronize Mobile Users: After creating a mobile user, the user name is not automatically updated in Mobile CRM when it is changed in CRM. To manually synchronize the mobile user details, select this repair option.
Update the sitemap: During every organization installation, a sitemap item is created to link to the Mobile Web Configurator. To manually recreate this item, select this repair option.

After selecting the appropriate repair item or items, click the "Repair" button.

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License information

The license information screen provides a summary of the current active license and the ability to upgrade to a newer one.

Note: After upgrading from a previous Mobile CRM version to version 4.2, the licenses for each organization must be upgraded to version 4.1.

To update the license, select "Import License" and select a valid version 4.2 license. After upgrading the license, configuration is complete.

License Information

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Synchronization settings

The following synchronization settings are available:

Max CRM Sync Records: Maximum number of records retrieved from CRM per page.
Max Client Sync Records: Maximum number of records sent to a mobile device per page. If e.g. you have a mobile device with little memory, you might want to set this to a lower value to avoid "out of memory" related errors.

To edit the amount, select "Edit" an "Save" after modifying.

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Tracing

It is possible to log all synchronizations made from the Mobile Clients. These logs are stored in the CWR organization database. To enable the synchronization logging, right-click the organization and select "Tracing".

Configure Tracing

There are four tracing options available:

Enable tracing: This will create a trace log in the log directory of the CWR Mobile CRM installation.
- NOTE: This will generate large trace files and will affect performance, so only enable this for short period debugging purposes.
Enable sync history server: This option is used to log all synchronized entities from the server to the Mobile Client.
Enable sync history client: This option is used to log all synchronization requests from the Mobile Client to the server.
Enable full client request: Logs the full client request data that is being synchronized from the client to the server.

After the logging has been configured, a number of reports can be used to view the data. More information about reporting, see chapter “Reports”.

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Troubleshooting

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Server platform error codes

When an error occurs within the CWR Server, it is logged in the Mobile CRM Log entity. Server warnings and errors have an unique number. These numbers are displayed in the detailed error message and can be used to reference this list. This is a list of all Server warnings and errors:

CWR-GEN-001 SoapHeader 'CrmAuthenticationToken' is mandatory.
CWR-GEN-002 'CallerId' is mandatory.
CWR-GEN-003 'OrganizationName' is mandatory.
CWR-ORG-001 Organization 'OrganizationName' does not exist.
CWR-USR-001 This user is not a Mobile User.
CWR-USR-002 This user will be wiped.
CWR-USR-003 This user is disabled.
CWR-USR-004 This user doesn't exist in CRM or has no security role.
CWR-USR-005 This user will be reinitialized.
CWR-CFG-001 CWR Mobile CRM registry key '{0}' does not exist.
CWR-CFG-002 CWR Mobile CRM registry value 'AuthenticationType' does not exist or does not have a value of 0, 1 or 2.
CWR-CFG-003 CWR Mobile CRM registry value '{0}' does not exist or does not have a value.
CWR-CFG-004 Organization '{0}' connection string not found in CWR Mobile CONFIG database.
CWR-CFG-005 Could not retrieve the organization '{0}' from the CWR Mobile CONFIG database (SQL Server error).
CWR-LIC-002 Registered Name doesn't match.
CWR-LIC-003 NumberOfUsers is missing in your License file.
CWR-LIC-004 ExpirationDate is missing in your License file.
CWR-LIC-005 The license is expired. The expiration date is '{0}'.
CWR-LIC-006 There are too many licensed users defined. You only have '{0}' license(s)
CWR-LIC-007 Invalid license version. Software version is {0}, license version is {1}.
CWR-AUTH-001 Authentication Type '{0}' is not valid.
CWR-SYNC-001 The following entities failed to complete the sync: {0}
CWR-XML-001 Could not convert the Fetch Xml to a QueryExpression.
CWR-XML-002 The entity name ({0}) used in the Fetch Xml is not valid.
CWR-PRF-001 Invalid file type. Import file must be type 'zip' or 'xml'.
CWR-PRF-002 XSD Validation error message.
CWR-PRF-003 Entity '{0}' is not valid and will not be added to the profile.
CWR-PRF-004 Form XML Validation error message.
CWR-PRF-005 View XML Validation error message.
CWR-PRF-006 Filter XML Validation error message.
CWR-PRF-007 The package does not contain the required files profile.xml or manifest.xml.
CWR-PRF-008 Profile doesn't contain file '{0}' listed in manifest.xml.
CWR-PRF-009 Filename '{0}' is not allowed.
CWR-PRF-010 Unable to read contents of file '{0}'.
CWR-PRF-011 Number of files in the customization manifest does not match the package '{0}'.
CWR-PRF-012 Number of files in the language manifest does not match the package '{0}'.
CWR-PRF-013 File '{0}' defined in the customization manifest was not found in the package.
CWR-PRF-014 File '{0}' defined in the language manifest was not found in the package.

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Deployment Manager troubleshooting

There are a number of different issues that can occur. If an error occurs with the deployment of CWR Mobile CRM, the Deployment Manager will display an error message and icon when opened. The icons and their related issues are described in the following table.


	The configuration database has produced an error or is no longer available to the server. Check the registry keys for any issues with the connection string. Check database connectivity.
	The configuration database has produced a warning. Check the version of the database compared to the registry settings.
	The organization database is no longer available to the server. Check database connectivity.
	The organization database has produced a warning. Check the version and licensing.
	The organization database must be upgraded to version 4.2.

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I see a red status bar at the bottom of the main menu.

A red status bar means that something is wrong with the license. It can be that the license file is missing or the registered name doesn’t match the CRM organization name. When the mouse is hovered over the red status bar it’ll show a tooltip with the error message. The detailed license error can be found in the log file.

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The registered Name doesn't match.

This error message indicates that the registered name you provided when requesting the license doesn’t match with the organization name you used to install CRM. You can check this by looking at the primary business unit name in CRM. The primary business unit is the business unit that doesn’t have a parent business unit.

Note: The registered name is case sensitive.

Trackbacks: CWR Online 4.2 - Quickstart Guide, Installation Guide - CWR Mobile CRM 4.2, Main Page