# User Manual vtenext 22.05 # 1 Introduction # Introduction **vtenext** supports management of all customer-related flows, from acquisition to assistance, allowing also intelligent internal/external communication. Customer activities and communications are stored and available for consultation: vtenext centralises all information around the customer, in particular, information that is unstructured by nature (events, emails, documents, messages), thus increasing the value of the company's database. Furthermore, integration towards external systems (mobile, email server, ERP and e-commerce software and so forth) makes vtenext an ideal single working environment. **vtenext is released in two versions:** - **vtenext Business:** version with assistance fee guaranteeing constant support, updates and bug fixing; - **vtenext Community:** free version, with limited functionalities and updates compared to the Business version. vtenext is the leading open source CRM platform on the Italian market, with more than 19,000 registrations logged to date; Issued with AGPL-3 license, which provides access to the unencrypted and editable code that can be released to the entire development community; - Based on internal and community development activities; - Supported by a certified network of more than eighty partners in Italy and Europe; - Can operate with MySQL, Oracle and SQL Server and can be installed in Linux or Windows environments; **Can be integrated with the main systems:** - ERP platforms, namely Zucchetti, SAP, Teamsystem, Mago, Esa Software, As400; - Email: GMail, Zimbra (server side) and Outlook, Thunderbird (client side); - Documentary references (CMS) and company websites through the use of vtenext web services; - Vtenext quality standards are based on unique development and design logic; - Tested in extreme situations with millions of records and hundreds of users working simultaneously; - Updated according to technological standards and to developments released by the open source community and by the top European software houses; - Based on Enterprise logic; - Multiplatform: Windows or Linux; - Multi-database: Oracle, SQL Server, MySQL; Certified on Red hat; - Verticalised for the main Manufacturing and Service sectors. # 1.1 Examples of vtenext application areas **Customer Acquisition & Sales** - Automated acquisition of potential accounts via contact webform; Lists allocation to sales personnel concerned; - Management of corporate hierarchies, partners, etc.; - Shared calendar to plan customer actions; Sales negotiations management with forecast reports; - Sales and administration steps management: Quotes, Sales Orders, Invoices, Delivery Notes; - Exportation to PDF of offers, invoices, etc. with customised forms. **Communication & Marketing** - Management of multiple personal mailboxes; - Mail and link conversion towards other CRM objects; - Target management (segments) of customers database according to key-information; - Transmission of newsletters and campaign statistics; - Internal communications through Conversations linked to CRM entities. → Talks **Customer Service & Projects** - Customer assets management: installed products and pending contracts; - Collection of after-sales requests through different channels; - Management of queued work processes and SLA times; - Online customer portal for direct communications and documents sharing; - Activities tracking and resources scheduling; - Orders management through Projects, Operations, Deadlines and Gantt charts. → Project Tasks – Milestones **Reports & advanced tools** - Reports and charts on all data in the CRM; - Notification management system on both hierarchical and personal basis for users (Groups, Roles and Profiles); - Privileges and security administration through advanced rules and exceptions; CRM layout customisation; - Workflows (automations); - Creation of interface side customised modules; Schedulable data importation from database; - Report and supervision of user activities and accesses. **BPMN and company processes mapping:** - Improve company efficiency; - Execution of company procedures in standard and unequivocal manner; - Reduction of human error; - Reduction of execution times; - Checking of bottlenecks in the organisation; - Reduction of procedure learning times; # 1.2 Flows managed by vtenext **Customer acquisition cycle** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564495626340.png) **Acquired customer cycle** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564495669370.png) **Assistance cycle** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564495705192.png) **Purchasing cycle (vendors)** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564495732829.png) # 1.3 Notes on the manual (Disclaimer) The images and functions of vtenext shown in this manual may be subject to minor changes with the release of updates and described according to the version and the current graphic theme. Screenshots may vary (colours, icons) depending on the configuration. # 2 First steps: how to browse vtenext # 2 First steps: how to browse vtenext This section consists in a brief introduction to vtenext for those who are accessing the system for the first time. The goal is to provide to the user with the basic knowledge to become familiar with this tool, which is designed to be intuitive and easy to use. The following basic horizontal tools will be illustrated: **Login:** how to access vtenext; **Home Page:** personal splash screen; **Navigation:** menus and icons; **Search functions:** simple and advanced search, in each module and global; **Modules and records:** what they are and how they are structured; **User preferences:** personal information, notifications and more. [![2-First-steps_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/2-First-steps_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/2-First-steps_1.png) [![2-First-steps-how-to-browse-vtenext_2.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2-First-steps-how-to-browse-vtenext_2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2-First-steps-how-to-browse-vtenext_2.PNG) [![2-First-steps_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/2-First-steps_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/2-First-steps_3.png) # 2.1 System login To login to vtenext enter your user credentials in the system login page and click on the Login button: [![2_1-System-login_1.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_1-System-login_1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_1-System-login_1.PNG) Most browsers can save your “User name” and “Password” credentials to speed up the login process. For data security reasons we recommend not allowing the browser to save your user credentials, especially if you are using a shared computer or a notebook at risk of loss or theft. The chosen password must comply with the following rules in accordance with the data protection act - At least eight characters; - Must not contain the username or name and surname of the user; - Must be changed every three months; Users can reset their password independently using the **“Forgot your password?”** link. The password must be reset within 24 hours, otherwise the request must be repeated by clicking on the link again. **N.B.:** the password reset procedure sends access credentials to the email address with which the user is registered in vtenext. Note that the password reset email may end up in your spam folder. Admin users can update the user password at any time from the settings menu without having to perform the procedure described above. [![2_1-System-login_2.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_1-System-login_2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_1-System-login_2.PNG) **Warning!** After 5 consecutive unsuccessful login attempts (incorrect username or password) a system security function will block the IP address from which the user is attempting to gain access, thus preventing any further attempts. The vtenext user concerned will also receive a notification email. If the user ignores the email and continues with login attempts, (via web, web service or from ActiveSync for mobile), after 100 unsuccessful login attempts the source IP address will be blacklisted. The Admin user can go to Settings > Users login control and reset correct operation by clicking on the “Return to Whitelist” link. # 2.1.1 User session duration The duration of the user session in vtenext depends mainly on the php session, that is on a parameter that is configured in the server where the crm is installed. In the login page there is a flag field called "stay connected" and once active, the session time is managed on the application side. The session duration with this function active is one month while in standard, i.e. not flagging the aforementioned field, the duration depends on the operating system installed on the server hosting the crm. For example, Ubuntu (installed in the cloud / onsite which we recommend) the session lasts about 30 minutes. Finally, it is good to consider that the rules of simultaneous connections per user are always valid: with the same user it is possible to log in at most, in 2 browsers at the same time. If you try to enter the crm with a third browser, one of the other two will automatically be disconnected. # 2.2 Home When the user logs in to the CRM the user-specific home page can be displayed (this setting is editable by individual users in User Preferences). [![2_2-Home_1.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_2-Home_1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_2-Home_1.PNG) The Home page is composed of a set of elements (dashboards) that retrieve information from vtenext. The dashboards can be composed of: - filters from modules - RSS to receive feeds from your favourite channel - the graphics from reports - windows that allow you to view websites The configuration is at the discretion of the user, who can enable default elements or create new ones. Each user must create his/her own dashboards, which cannot be made public. To enable or disable a preset dashboard click on the [![2_2-Home-settings.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_2-Home-settings.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_2-Home-settings.PNG) icon to access “my preferences”. **The following is a list of the available blocks (which can be activated from "User preferences"):**
**Upcoming Activities** Current day activities that are not in status "Held" or "Not held".
**Pending Activities** As the Upcoming Activities, they are current day activities that are not in status "Held" or "Not held".
**Top Accounts** List of the best companies; the contents of this list are calculated by adding all the open potentials which are connected to the company.
**Home page Dashboard** User chart that shows the number of records for each module assigned to the user.
**Top Potentials** List of the most important open activities.
**Top Quotes** Classification of quotes by amount.
**Key Metrics** This box contains the total number of records included in the list you have created. For example, if you have created a filter called “Hot Leads”, by enabling the “Key index” flag this box will show the total number of leads of this type present in vtenext.
**Top Trouble Tickets** The Trouble Tickets (Customer Service) List assigned to you or to one of the groups of which you are a member.
**My Group Allocation** List of the to-dos that have been assigned to you or to one of the groups in which you are a member.
**Top Sale Orders** Best Sales, classified by amount.
**Top Invoices** Open status invoices, classified by amount.
**My Best Leads** Latest leads created and assigned to you.
**Best Quotes** Classification of sale orders by amount.
**My Recent FAQ** Connection to the latest FAQs published on vtenext.
**News** Box containing the latest news from vtenext.
**Help VTENEXT** Box to access the vtenext quick guide.
**N.B.: My files has been eliminated from the Homepage**, all present files were moved in the folder "My private files" inside the module Documents. To create a new customised element click on [![2_2-Home-Aggiungi-finestra.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_2-Home-Aggiungi-finestra.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_2-Home-Aggiungi-finestra.PNG) and choose the type of element to add. [![2_2-Home-_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_2-Home-_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_2-Home-_3.png) For example, if you wish to add a new Module, you will be presented with a screen similar to the following: [![2_2-Home-4.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_2-Home-4.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_2-Home-4.PNG) You must enter a title for this new window (e.g. All companies), indicate the number of elements to display (e.g. 10), which filter to use for displaying that dashboard (e.g. All filter) and finally, establish which fields are to be displayed, with a maximum of 2 (e.g. Company Name and Phone number). The result of this configuration can be seen in the following screen: [![2_2-Home_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_2-Home_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_2-Home_5.png) The order of the boxes can be changed by dragging them to the required position with the mouse. # 2.3 Navigation methods: menus The navigation within vtenext is guided from two menus positioned on the left and right of the screen. It is composed of two different toolbars illustrated below:
[![2_3_Navigation-methods-menus_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_Navigation-methods-menus_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_Navigation-methods-menus_3.png)The dark blue navigation bar provides access to all vtenext active modules. Depending on the theme chosen in “my preferences”, the layout of menus and colours may differ, with the related functions. A module is a container of files of a specific category and hence the set of CRM information subdivided by type. Not all the available modules are immediately displayed on the dark blue toolbar, but they are listed under the specific Modules heading. The admin user can choose the order of menu items from the menu settings. --- In the case of admin, on the bottom of the left bar , will be available a cogwheel to enter into the system settings. [![2_3-Navigation-methods-menus_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3-Navigation-methods-menus_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3-Navigation-methods-menus_2.png)
[![2_3_Navigation-methods-menus_4_.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_Navigation-methods-menus_4_.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_Navigation-methods-menus_4_.PNG) Within the bar on the top of screen horizontally there are a series of fixed icons dedicated to commonly used functions, that are notifications of the main modules, like, Messages, Talks, Processes etc. [![2_3-Navigation-methods-menus_5_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/2_3-Navigation-methods-menus_5_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/2_3-Navigation-methods-menus_5_2.png) The icon/thumbnail of the user, providing access to preferences and to the logout procedure, is displayed at the top right.
# 2.3.1 Global Search The global search function, located in the first place on the right-hand toolbar, allows interrogation related to words within the system. The search can be carried out either in the module in which you are currently working, in all modules, or in only part of the modules (by macro-areas). After typing the text to search press the button of the function to be interrogated. A mask with various search options is displayed. The concept of macro-area includes all the modules related to the main business processes. Obviously, some modules have (or can have) a horizontal function. The search macro-areas can be directly customised by individual users by clicking on **“Search area settings”**, which is on the bottom right in the areas summary window. The search results are displayed in a new browser tab and presented with an overview in order to make the relations existing among the subjects clearer. [![2.3.1 Global Search_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/2-3-1-global-search-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/2-3-1-global-search-1.png) *Available link to customise areas* The changes made in the search macro-areas will be applied to all the users. [![2.3.1 Global Search_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/2-3-1-global-search-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/2-3-1-global-search-2.png) **If the entered text cannot be found by any of the filters set by the user, no search results will be produced. For example, if you search for an email address and the field is not present in any column of any filter, vtenext will not find the entered value.** We therefore suggest creating a filter in the records with the Email field inserted in the choice of columns. Furthermore, the entered text is not searched in linked fields. [![Global-search.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/Global-search.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/Global-search.png) **Note:** The % character can be used as a **"wildcard"** for the search function. For example, to find two contacts such as Rossetti and Rossotti, you can simply type Ros%ti. # 2.3.2 Fixed Icons
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480309699.png)**Processes:** clicking on this icon gives access to the detailed view of all processes implemented in the CRM.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480416417.png)**Last viewed:** by clicking on this icon you can visualize the user’s lists consulted recently.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480465378.png)**Calendar:** Access to a simplified mini-calendar which allows, at a glance, to visualize all (open and closed) the pre-set commitments in the chosen month. Laterally it is reported the list of all the upcoming events.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480717267.png)**Messages:** Direct access to the Messages module and to the composition of a new email. The icon will show, in case of new emails, a number in the upper right corresponding to the number of not read messages.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480808558.png)**Talks:** Solution for the handling of information exchanges among the users. Every talk can be published to one or more users. Furthermore it can be related to every other elements of the CRM.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480862824.png)**Notifications:** Functionality with the purpose of updating users on issues and data of their interest. The system allows to mark as read or not read the notification, even in massive form. The notifications of invitations or activities allow to accept or not them without positioning on the related reference.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632480896868.png)**Tasks:** Direct access to the expiring tasks with the possibilities to create new ones.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632481265799.png)**Quick Creation:** it allows, in any point, to create a new entity (Account, Contact, Event, Lead, Vendor, Task, Document, Ticket and Potential). By clicking on this entity, a new browser tab containing the creation mask will open.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632481114061.png)**Favorites:** Quick access to the customers lists through the icon favorites (star). Each user can define his/her own list and modify it constantly. If you want a customer record to appear among the Favorites, it is necessary to turn on the star with a click on the mouse from the detail view. If you don’t want a customer record to appear among the Favorites, turn off the star with a click on the mouse from the detail view.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632481150987.png)**Notes:** A panel in which there are summarized all the notes created by the user opens. There is also the possibility to compose new ones and to convert every note in other CRM objects.
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632481233598.png)**Tracking:** accesses the screen that displays the trackings in progress and paused.
# 2.3.3 Contextual Icons The button[![2_3_3-Contextual-Icons_create.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_create.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_3-Contextual-Icons_create.PNG) is used to create a new entity in the module in which you are currently positioned. While clicking on ![2_3_3-Contextual-Icons_Other.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_Other.PNG)allows to enter in a sub-menu with the following options:[![2_3_3-Contextual-Icons_Other_details.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_Other_details.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_3-Contextual-Icons_Other_details.png) - **Delete:** it allows to delete all selected records in the list - **Mass Edit** it allows to edit massively all the selected records - **Mail:** it allows to send mail massively to the select records in the list (it is suggested for a small number of mail, maximum 20 mail address. For a more consistent number of mail is suggested to use the Newsletter module.) - **FAX:** it allows to send fax massively to the selected records in the list (this function works only if your crm is connected with a fax service) - **SMS:** it allows to send sms massively to the selected records in the list (this function works only if your crm is connected with a sms service) - **Select all:** it allows to select all the records available in all the pages of the module (not only the ones displayed in the first page or in the current page) - **Geolocalization:** it allows to localize in the google map the geographic positions of the selected records. - **Import** it allows to import data into the CRM from .csv format files (comma separated values). - **Export:** it allows to export data from the CRM in .csv format files (comma separated values). - **Find duplicates**: it allows to check for the presence of duplicates based on parametrizable research criteria. In addition it is possible to save the desired fields mapping to prevent duplicates in the creation of new records. The fields mapped, are considered by the CRM with an "and" option (if we map the field Email, the system will check the creation of duplicates only for that field but if we map the fields Name + Email, the duplicate will be detected only if both the fields already exist in a module) [![2_3_3-Contextual-Icons_cogwheel.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_cogwheel.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_3-Contextual-Icons_cogwheel.PNG)Clicking on the cogwheel in the upper left part of the screen, it is possible to enter in the following sub-menu: **Configure page**: it allows to enter in the property of the module to change the layout. **Advanced (available only if the user is a system administrator):** it allows to modify the settings (Layout editor, picklist, etc.) of the module where we are. Use the **“Add tab”** button to access the following sub-menus: - **New simple tab:** click to insert a new view with a wizard or charts; - **New list tab:** click to add another view linked to an existing filter; - **New tab with report:** click to view an existing report in related to the module in question (e.g. if the report is entered in the Contacts module the results of a report created for this Module can be entered and viewed). [![2_3_3-Contextual-Icons_1.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_3-Contextual-Icons_1.PNG) *1 - Click on the blu cogwheel related to page settings.* [![2_3_3-Contextual-Icons_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_3-Contextual-Icons_2.png) *2 - Click on "Configure page"* ![2_3_3-Contextual-Icons_3.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/2_3_3-Contextual-Icons_3.PNG) *3 - Lastly click on "Add tab" to finalize the configuration and in the end click on DONE* # 2.4 Search in module To find a term in a specific module, press the icon search. [![Search-button.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/Search-button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/Search-button.png) The research result is temporary, in fact it is cleared when the page is closed or updated. To perform researches that can be saved and retrieved please refer to the Filters function. **1. Search box on the left above the view filters.** [![2_4-Search-in-module_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/2_4-Search-in-module_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/2_4-Search-in-module_1.png) The research is always performed among the fields displayed by the applied filter (table header) and the records that fall within it (see Filters). [![2_4-Search-in-module_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/2_4-Search-in-module_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/2_4-Search-in-module_2.png) If you wish to research in fields that are not included in the filter, click on advanced search (available in all record modules, not available from the Home module). [![2_4-Search-in-module_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/2_4-Search-in-module_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/2_4-Search-in-module_3.png) From the advanced research function you can: - select any field of the module - specify several search conditions and link them to the inclusive operator “and”, choosing “Corresponds to all following”, or the exclusive operator “or” by choosing “Corresponds to at least one of the following”. The research will always be performed among the records of the applied filter. **2. Search boxes above the filter columns.** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564565827016.png) In this case the search makes it possible to enter elements above the reference columns in order to obtain a temporary and immediate result. For example, in the Trouble Tickets Module you can have all Open and Urgent Priority status tickets among the results of your search. # 2.5 Modules structure The application is structured according to relations between the various modules, based on the process logic. Each module offers the following access views: **1. List view:** proposes the list of data (files) present in the module. [![Aziende_.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/Aziende_.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/Aziende_.png) Possible actions from this view are:
**Delete** Deletes one or more records by ticking the box at the beginning of the line.
**Mass Edit** To modify the data of one or more selected records.
**Email** To send emails in a massive way.
**Fax** To send fax in a massive way.
**SMS** To send SMS in a massive way.
**Select all/deselect all** To select/deselect all the records in the filter (in all the pages, not only the displayed ones).
**Filter** To define the active view on modules (see Filter chapter).
**Assigned to** To quickly filter records according to the assigned user.
The button CREATE is used to add a new empty record to the current module. **Note.** The Calendar, Report and Documents modules have an alternative view by default. The List button switches to list view. [![2_5-Modules-structure_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/2_5-Modules-structure_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/2_5-Modules-structure_2.png) [![2_5-Modules-structure_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/2_5-Modules-structure_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/2_5-Modules-structure_3.png) **2. Kanban View: columns view.** [![2_5-Modules-structure_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/2_5-Modules-structure_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/2_5-Modules-structure_4.png) Makes it possible to operate on a picklist value present in the entity, set in the selected filter. The change will be made by simply dragging the record from one column to the next without having to open the single elements. If the selected picklist values are correlated with a view colour (chapter 16.13, page 210), also the columns in the Kanban will be identified by specific colours. This view type is configured by editing a filter, selecting the “Kanban Setup” tab. [![Modules-structure_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Modules-structure_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Modules-structure_1.png) **Note.** In general, there is only one field that makes it possible to access a detailed summary window on the right (e.g. Trouble Ticket title in Trouble Tickets module), recognisable by the link style formatting (blue text, bold and underlined on mouse-over). **3. Detail view:** corresponds to the tab. To gain access, click on the record name. [![Record-structure_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_1.png) # 2.5.1 Record structure (detail view) [![Record-structure_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_1.png) **1. Relations with other modules:** positioned on the right of the screen, this function summarises all the relations with other modules of the record in which you are operating by indicating the numbers of related elements. To display a related module click on its name. The admin user can change the order of items, decreasing in accordance with the number of Relations, by means of Modules manager > Layout editor. [![Record-structure_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_2.png) For example, clicking on Contacts produces the following view: [![Record-structure_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_3.png) To create a record of the selected module, in relation to the currently active tab, click “Add“ in the relations box. **N.B.:** All related modules, have default columns that may be changed using interface. Going to Settings > Module settings > Interessed Modue ( es. Accounts) > Layout Editor > Relations management ( button on the top right part of the screen). It will be possible, using interface, to manage the relation with each module choosing the columns and the order of each element. [![Record-structure_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_4.png) *Screen that shows how relations of one module can be manage by the user.* **Examples of related modules are shown below.** Planned calendar activities [![Record-structure_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_5.png) Quotes [![Record-structure_6.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_6.png) Contacts [![Record-structure_7.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Record-structure_7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Record-structure_7.png) By default, the relations menu proposes all the existing modules related to the module you are manage. Certain actions available in the module are accessible by clicking the “Other” button.[![image-1632486265177.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632486265177.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/image-1632486265177.png) The actions are partly general and partly contextual. For example, the **Convert Lead** option is only present in the **Leads** module. Finally, below we provide a list of standard icons located at the top right of the page before the “Other” button:
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494400666.png) - Edit
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494466901.png) - Tracking
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494497599.png) - Add Event
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494519195.png) - New Task
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494546676.png) - Link new email
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494584594.png) - Favourite
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494611867.png) - Notify me of changes
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494640158.png) - Link
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632494662345.png) - Other
# 2.5.2 Quick look relations In the list view and in the detail view, the CRM allows you to preview several summary items of a related entity (in accordance with the access credentials of the profiles linked to the individual user). ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-09-Sep/scaled-840-0/image-1569576778710.png) **N.B.** The visible fields inside the Relational Quick look is not editable by the user. # 2.6 Filters The filters facilitate CRM search activities. Setting up a filter means creating a search system that can be retrieved whenever necessary. Any customised fields you have created in the vtenext modules can also be used as filters for the creation of lists. You will therefore be able to generate ad-hoc search engines. [![rWpFilters_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/rWpFilters_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/rWpFilters_1.png) [![Filters_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Filters_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Filters_2.png) The lists can be used to customise the display of data based on the needs of each user. The lists defined in vtenext can be used by the person who created them and also shared with other vtenext users. # 2.6.1 How to create a Filter The following section explains how to create a customised filter starting from a list of accounts. This procedure can be applied to all the other modules. **Configuration parameters:** - columns content (filter fields displayed) - any time interval in which the data were created or changed - search operators including “and”, “or”, “contains”, “does not contain” etc. To create a new filter, click on **NEW** from the cogwheel icon alongside the Filter. [![How-to-create-a-Filter_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/How-to-create-a-Filter_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/How-to-create-a-Filter_1.png) [![How-to-create-a-Filter_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/How-to-create-a-Filter_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/How-to-create-a-Filter_2.png) From this screen you can create your customised list.
**Set as Default** If you want to apply the filter automatically every time you open the module
**List in Metrics** The results number of the filter will appear in the dashboard “Key Index” in the Homepage”
**Set as public** Option to make the filter public. It must be previously agreed by an admin user in order to be displayed and used by all the other users. Note: remember that the filters, even if they are not public, are visible according the users roles (ex: the sales manager can see all the filters created by area manager/sellers
**Available in Mobile APP** Filter available in Mobile APP
**N.B.** The public filter must be approved in advance by an user with the right of Administrator so that it can be visualized and be used by all users. **[![How-to-create-a-Filter_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/How-to-create-a-Filter_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/How-to-create-a-Filter_3.png)** **Standard Filters**
**Select Column** Select a Date type field to make a time selection.
**Select duration** It allows to set a customized or pre-estabilished time frame related to the field you’ve chosen in “Select"
**Starting/ Ending date** They are automatically set through the option “Select duration”, except for the personalized option
**Order initially for** It allows organize the data in ascending or discending order.
[![How-to-create-a-Filter_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/How-to-create-a-Filter_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/How-to-create-a-Filter_4.png) In the Advanced Filters section you can define certain selection criteria that are not based on the timeline (all other fields: drop-down menu, free text, number, etc.).40 **Caution:** The “equals” and “contains” operators differ as follows: **Equals:** performs a character by character check. The field value must be exactly the same as the term of comparison contained in the filter, including upper case and lower case letters. **Contains:** this is a less restrictive check than “equals”, where the field value must contain the text string specified in the term of comparison. **Example:**![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564567760122.png)In the Filters Based on Reports section you can extend the filter functions by means of a Report (for use of the Report module refer to section 12.1): [![How-to-create-a-Filter_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/How-to-create-a-Filter_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/How-to-create-a-Filter_5.png) By means of this setting you can link to the filter the conditions set and columns selected previously in the Report. # 2.7 Users preferences [![User-Preferences_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/User-Preferences_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/User-Preferences_1.png) To access user settings click on the icon of your personal avatar and then click on **PREFERENCES**. The page appears as shown below: **User login and role** [![User---Cavallari.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/User---Cavallari.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/User---Cavallari.png) **This box is used to:** - change the **password**; - configure access via **LDAP** (only if available in the company and only for on-premise installations); - select **currency type**; - select an **interface language**; - choose **time zone**; - **notification settings** for the various modules; - choose whether or not to **receive notifications** and the method email/vtenext; - choose **vtenext graphic** mode: softed or next. From version 19.10 you can select **"Dark Mode”** by accessing User Preferences and ticking the field of the same name. **This option is available exclusively for the next mode**. **Example of Homepage with Dark Mode selected.** [![User-Prefernces_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/User-Prefernces_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/User-Prefernces_3.png) **More information** [![user_more_informations.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/user_more_informations.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/user_more_informations.png) **This block is useful for:** - Insert all users personal data, as his/her **Title** ( Director, Manager, etc..), **Telephone** number, **Mobile** number, etc; - The field **Reports to**, indicates which is the head of that person; - **Internal Email Compose**r: if enable, allows use of the vtenext internal email composer. When disabled, the default mail client will open. - Choose how numbers and decimals should be displayed, through the fields **Decimal point separator Thousands separator Deciaml places** (**WARNING**: all changes made in this area are applied in all the crm, so all the numeric/ currency fields will be displayed with that logic); **User Address** [![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616170898423.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616170898423.png) **User photo** Allows a user photo and thumbnail (avatar) to be set. Once you have uploaded the photo, save your changes. Now return to point 4, click on Photo on the right, crop the photo to the square format and save. - set a thumbnail function to allow immediate recognition of the user; - change the access module after login (Default module); [![User-Prefernces_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/User-Prefernces_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/User-Prefernces_4.png) **Calendar configuration** [![calendar_configuration.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/calendar_configuration.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/calendar_configuration.png) **Asterisk configuration** [![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616171233634.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616171233634.png)
**Asterisk plugin** If vtenext is integrated with an Asterisk switchboard, indicate here your own internal telephone (es: SIP/111).
**Receive Incoming Calls** Tick this option to enable incoming calls recognition.
**Advanced user option - Web service Access Key** [![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616171506621.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616171506621.png) **Identification Token**: uses the web service to identify the user password automatically associated with user creation [![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616171609456.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616171609456.png) **Notifications:** makes it possible to define which notifications you wish to receive based on the specified module, with the exception of those defined by the profile rules. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564568457030.png) **My groups** Shows the groups in which you are a member as defined by the admin user. [![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616172050152.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616172050152.png) **Login History** To check access events [![Users-preferences_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Users-preferences_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Users-preferences_5.png) The OTHER button, which provides access to additional user options, is located at the top right, next to the edit button. [![User-prefernces-6.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/User-prefernces-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/User-prefernces-6.png) - See user control: see **chapter 16.8** - Duplicate: allows the user to be duplicated, inheriting all configurations - Delete remote data: used to delete remote data in the App connected to the specific user. In practice, this function forces a user logout and deletes cached data. - Delete: remove user. # 2.8 Access privileges The access privileges associated with the user and used to access vtenext are defined by the admin user. Based on the selected modules, the following permissions can be granted to a vtenext user: - view; - create or edit; - delete; - import/export data. **N.B.** To depeen your knowledge we suggest reading the chapter 16.1.1 Create new profile. The admin user can change all the basic settings of vtenext. The core of the CRM is represented by the customer lists. Before creating customer lists it is essential: to understand how to create processes (purchase, sale, assistance, etc.) with vtenext; to set up the layout and user privileges on the admin side. The following pages illustrate how to manage macro-areas and the main processes in vtenext. The final chapters contain a detailed explanation of the advanced settings that can be handled only by the Admin user. # 3 Customers records and basic data management # 3 Customers records and basic data management vtenext identifies 4 types of customer records: - **Leads:** potential customers; - **Accounts:** acquired customers or customers in negotiations, defined by name (including ex-customers, partners, distributors…); - **Contacts:** people with whom you have commercial relations (company handlers, private customers, partners…); - **Vendors:** companies that supply goods and services. This chapter illustrates the customer list modules, which are of central importance for all the other activities managed by vtenext, the basic data management functions available in the majority of the modules (mass edit, duplicate, import/export), and geolocation.
[![Accounts---Customers-records-and-basic-data-management.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Accounts---Customers-records-and-basic-data-management.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Accounts---Customers-records-and-basic-data-management.png)[![Contacts---Customers-records-and-basic-data-management.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Contacts---Customers-records-and-basic-data-management.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Contacts---Customers-records-and-basic-data-management.png)
[![Vendors---Customers-records-and-basic-data-management.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Vendors---Customers-records-and-basic-data-management.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Vendors---Customers-records-and-basic-data-management.png)[![Leads---Customers-records-and-basic-data-management.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Leads---Customers-records-and-basic-data-management.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Leads---Customers-records-and-basic-data-management.png)
# 3.1 Leads A lead is a potential customer whose interest in the products or services offered by your company is to be investigated. To aid understanding of the concept of lead, imagine a business card you picked up during a marketing campaign. The lead in question will then attract a series of sales activities that will likely culminate in the opening of commercial negotiations. *What kind of data can you save for each lead?* Just like a conventional business card, you can write the data of the physical reference person and the company for which they work or that they represent. *Where do leads come from?* You can collect leads from marketing activities such as exhibitions, sales campaigns, fairs, advertising, presentations, from your own website via webforms (see specific chapter), acquired lists, etc. It’s important to know where each lead comes from in order to perform continual assessments and answer questions. **Example:** - which channel generates the most leads? - which channels produce profitable leads (meaning leads that graduate to become sales opportunities)? - what is the ROI of a given trade event? - how many leads have you collected and how many of them are sufficiently interesting to open an opportunity? - on which channels is it worth making investments to boost your business? [![Leads-view-list-.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Leads-view-list-.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Leads-view-list-.png) # 3.1.1 Lead creation **Creating a new lead:** to create a new record, access the LEADS module and click on the button [![image-1632486194895.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-840-0/image-1632486194895.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/image-1632486194895.png) [![Leads-view-list-.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Leads-view-list-.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Leads-view-list-.png) The lead creation window will appear: [![Creating-Lead--2-.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Creating-Lead--2-.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Creating-Lead--2-.png) **Example of key record fields:**
**Name/Surname** Name and surname of the contact person.
**Company**Company name in which person is employed or that he/she represents.
**Title**Role of the contact person (Proprietor, Sales Manager, CEO).
**Lead source** Channel through which the lead was obtained.
**Assigned to** User or group of users assigned to the lead management; the new lead is first assigned to the user who created it, but a different user can be chosen if required.
The fields highlighted in light blue are required. The CRM admin user can change the obligatory attributes (except for some fundamental fields such as Surname), create new fields, change drop-down menu values (such as Lead Source) and more besides. For more on this topic refer to chapter 16.7 concerning the Layout Editor. Once the lead has been saved and the detail view opened, you can start managing the related marketing activities: - emails sent or linked to the lead file; - calendar activities (events and/or to-dos); - newsletter campaigns (the lead will be part of the target involved in the campaign) or telemarketing campaigns (saleable separately); - documents. **ANONYMIZE:** in the new release, clicking on the “Other” button provides access to the “Anonymize” option. This feature has been created to manage leads according to GDPR rules. Anonymized Leads and Contacts cannot be restored. # 3.1.2 Lead conversion A show of interest from the lead in relation to your proposal corresponds to the opening of a commercial negotiation. Before the offer is generated, the lead must be converted into: - **a Contact** with the data of the physical person (name, surname, email, mobile phone…) - **an Account** containing the company name (VAT number, registered office, sector…) \[optional\] - **a sale Opportunity**, i.e. the negotiation (amount, closing date…) \[optional\] [![Lead-conversion.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/Lead-conversion.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/Lead-conversion.png) All information previously collected for the Lead will be available, after conversion, in the Contacts, Accounts, and/or Potential Modules, based on their contents and the mapping defined during the configuration phase. (Please view chapter **17.7.2 Custom fields mapping for Leads conversion**) **N.B.: table fields are not supported in Lead conversion and therefore cannot be mapped [![3.1.2 Lead conversion_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/scaled-1680-/3-1-2-lead-conversion-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/3-1-2-lead-conversion-2.png)** To convert a lead, just click on Convert Lead in the Other button. The conversion panel allows you decide whether to: - create the account, the contact and/or the potential, by activating or deactivating the corresponding flag; - enter the commercial negotiation data in the potential: Potential Name, Expected Closing Date, Sale status, Amount; - the elements initially related to the lead will be transferred to the account or to the contact. When you save the data, an account, a contact related to the account and a potential will be created, depending on the options selected. **N.B.: The original lead will be deleted in order to avoid duplicates.** # 3.2 Accounts The accounts module contains the records concerning the corporate titles of: - **Customers**; - **Potential customers** with a potential and a quote already created and related; - **Others**: partners, resellers, distributors, partners, other sites, etc. It is preferable to create a new company from a lead as described above; however it may sometimes be necessary to add a new account directly. In this case, always click on the [![image-1620377366298.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-05-May/scaled-840-0/image-1620377366298.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-05-May/image-1620377366298.png) button. [![3_2-Accounts_1_.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/3_2-Accounts_1_.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/3_2-Accounts_1_.png) The fields logic is as described for the Leads module. A selection of the main fields in Accounts is shown below:
**Account Name** Business name.
**Member of** Manages a hierarchy between companies by interrelating the account being created with another account present in the CRM.
**External Code** Indicates the customer code of the company on another system (e.g. generated by an ERP application). This field is subject to a uniqueness check.
**Assigned to** User or group of users that manage the account.
The **Member of** field makes it possible to create hierarchical relationships among account records in the event that: - there is a group of accounts with a parent company and N subordinate accounts; - there is an account with a registered office and N operating sites; - the invoicing customer is related to the target customer. [![hhY3_2-Accounts_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/hhY3_2-Accounts_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/hhY3_2-Accounts_1.png) In this case, the hierarchy of companies is represented by means of a simple diagram at the bottom of the record. In the example shown in the diagram, ARCA S.S.D.A.R.L. is part of the 3Mb S:R:L: Mec Store group. By means of the links, you can open the records of the various accounts. The **External Code** field typically contains the code associated with the account imported from the management system connected to the crm. Its behaviour is determined in two stages. When the **code is not present** **in the crm**, a popup notification saying “No accounts with that external code were found. Do you want to save the external code anyway?” appears. If at this point you decide to save, in case of “Account creation”, the Client entity will be created, while in case of “existing Account modification”, only the External Code field will be updated. [![3_2-Accounts-_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/3_2-Accounts-_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/3_2-Accounts-_2.png) When instead **the code is present in the crm**, a different popup saying “There is already an account with the same code assigned to other users. So you can’t merge it” appears. In this case, there is no possibility to create or to modify an Account in order to avoid doubles coming either from data imported by the connected management system, or incorrect typing. [![3_2-Accounts-_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/3_2-Accounts-_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/3_2-Accounts-_3.png) # 3.3 Contacts Contacts contains the lists of the physical persons with whom relations have been established: - account contact persons (customers, partners, or other type); - private customers (or potentials) who generally come from a lead conversion; - vendor contact persons. [![3.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/3-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/3-3-1.png) It is preferable to create a new contact from a lead as described above; however it may sometimes be necessary to add a new contact directly. In this case, always click on the [![create_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/create_button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/create_button.png) button [![3.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/3-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/3-3-2.png) **Below some relevant fields in Contacts:**
**Report to** Link to another contact, e.g. superior in the company.
**Do Not Call** Tick the flag if you want the contact to not be called; this is for simple information purposes and is not linked to automatic functions or blocks.
**User Portal** Enables the contact to access the vtenext Customer Portal (see dedicated chapter): when the contact is saved, the system will send an email with the credentials.
**Support Start and End Date** Defines the vtenext Customer Portal access expiry date.
vtenext is equipped with a parallel customer service tool called Customer Portal. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564575479754.png) Provides contacts with limited access to Trouble Ticket functions: opening of new Tickets, sharing documents, etc. To change the template of the email used to send the credentials, go to Settings > Email template > Registration and access data. **ANONYMIZE:** in the new release, clicking on the “Other” button provides access to the “Anonymize” option. This feature has been created to manage leads according to GDPR rules. Anonymized Leads and Contacts cannot be restored. # 3.4 Vendors The Vendors module contains the business name records that correspond to companies that supply goods and services. [![3.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/3-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/3-4-1.png) You can add a new vendor with the ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-05-May/scaled-840-0/image-1620377366298.png) button. [![3.4 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/3-4-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/3-4-2.png) **Here are some relevant fields for Vendors:**
**Vendor name** Business name.
**GL Account** Allows classification of vendors by macro-sectors according to the GL account code used by the departments.
Vendors module is related to Contacts module, just like the Accounts module (1 to N). # 3.5 How to import and export records If authorised by admin, you will find two specific buttons for data Import/Export in the vtenext Leads, Contacts, Accounts and Vendors modules. - Import data; - How format CSV file before upload; - Export data; - Manage duplicate record within a module; - Save import data Mapping. [![How to import and export records.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/how-to-import-and-export-records.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/how-to-import-and-export-records.png) # 3.5.1 Imports In all modules that involve master data, is possible to import data from CSV files, clicking on the button Other and then the button Import. The import is available in list view of the module. [![3_5_1-Imports_eng.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/3_5_1-Imports_eng.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/3_5_1-Imports_eng.png) Before uploading new data through the importation procedure, always: - Check the match between column names in the csv files and the ones in vtenext; - Perform a duplicates check according to the data already in vtenext. **Warning!** It is advisable to import files of up to 950 lines. If your databases has more lines, divide it into different files. This is a safety measure to avoid server overloads. **How to import:** **STEP 1:** Select the previously set csv file; **STEP 2:** Specify the file type, the character encoding, the delimiter and whether it contains the column header in the first line. (We recommend maintaining the proposed settings).; **STEP 3:** Select the mode for managing possible duplicate records between csv and vtenext from among the following modes present in the screen; [![3_5_1-Imports_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/3_5_1-Imports_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/3_5_1-Imports_2.png) **Ignore:** the records present in vtenext will be maintained and the csv file data will not be imported; **Replace:** the records present in vtenext will be deleted and new records will be created corresponding to those of the csv file. **Update:** updates the records as follows: if the target field in the CRM is empty, it will be updated as indicated in the csv file; if the field is already filled in the CRM, the values indicated in the csv will be disregarded. Next, define the fields that will constitute the duplicates recognition key. A practical example is given below. vtenext contains the following leads:
**Name** **Surname** **Account** **Email** **Creation Date** **Relations**
Giorgio Rossi Rossi SPA grossi@rossispa.it 01.01.2018 1 calendar activity
Giorgio Rossi Rossi SPA grossi@rossispa.it 02.12.2018 1 Email
A data import from a csv file containing the following record is carried out 03-12-2018, mapping the name, surname and company.
**Name** **Surname** **Account** **Email** **Phone**
Giorgio Rossi Rossi SPA grossi@rossispa.it 3331234567
**Option 1:** management of duplicates by means of the Skip (**Ignore**) option. The situation remains unchanged:
**Nome** **Surname** **Account** **Email** **Creation Date** **Relations**
Giorgio Rossi Rossi SPA grossi@rossispa.it 01.12.2018 1 calendar activity
Giorgio Rossi Rossi SPA grossi@rossispa.it 02.12.2018 1 Email
**Option 2:** duplicates management by means of the Replace option. The records in vtenext are deleted and the csv file data remain valid:
**Name** **Surname** **Account** **Email** **Phone** **Creation Date** **Relations**
Giorgio Rossi Rossi SPA grossi@rossispa.it 3331234567 03.12.2018
**Option 3:** duplicates management by means of the Update option. Among duplicated records in vtenext the most recent record is kept and merged with the csv file record:
**Name** **Surname** **Account** **Email** **Phone** **Creation Date** **Relations**
Giorgio Rossi Rossi SPA grossi@rossispa.it 3331234567 03.01.2018 1 Email
Proceeding with the NEXT button, you must now map your data according to the vtenext fields (whether standard fields or customised fields). [![3_5_1-Imports_3_eng.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/3_5_1-Imports_3_eng.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/3_5_1-Imports_3_eng.png)
**CRM field** Proposes the standard and customised fields in the module in which you are working.
**Default Value** You can define the default value to set if the cell is empty in the csv file.
**Note.** To carry out multiple imports, you can save the mappings for a future use by flagging “Save as Customised mapping” and assigning a name. In future imports the Mapping will be available in the upper right in the popup menu. Once you have finished mapping, click on Import to transfer your data to vtenext. In the last step the result of the importation will be shown. **Order to be respected in importing data related to other modules.** In case we have to import data that has relations with other modules, for examples accounts and contacts, we will import firstly the data of the module with the relation 1-N ( an account has N contacts) and then the data with the relation N -1 ( N contacts for each account) during the importing process we will associate contacts and accounts. # 3.5.2 How to format the CSV file Data must be in ASCII format with values separated by commas or semi-colons. The csv format is frequently used to exchange data between the various applications. If you wish to import data, they must be formatted in accordance with the following rules: - **All comma separated** fields must be between quotation marks; - You must include **all required fields** in the CRM (e.g. Surname and Company in the case of Leads); Fields with dashes, file extensions or justification spaces are not allowed; - Numerical fields must **not contain thousands separators** (e.g. 3800 rather than 3.800). The decimal separator is a full stop; - Fields containing **quotation marks cause problems**. If you wish to use them they must be enclosed between round brackets; - To import **date type fields you can choose the format**; - To import values ​​into **standard picklist**, just enter the value in the cell and it will be imported. If this value is not present in the crm picklist, it will be added automatically, while if it is written in the same way both in the crm and in the CSV file, it will be connected normally; - To import values in **multi-selection picklists** use the format: value1 \[##\] value2 \[##\] value3. (spaces and brackets included); - The field headers must be in the first line of the csv file; - When related fields are imported (e.g. the Contact who is connected to his Company), the CSV file must be formatted in a particular way, with a string to be able to connect said Contacts (or other module), with your Company (or other module whose main name must be written in the same way as it was entered in vtenext):
**Name****Surname****Account Name**
LyndaCarterAccounts::::Wonder LTD
Below we will list all the names to correctly set the related fields on the CSV file:
**Modulo Name****Prefix Name****Modulo Name****Prefix Name**
AccountsAccounts::::AssetsAssets::::
CalendarCalendar::::CampaignsCampaigns::::
ContactsContacts::::DDTDdt::::
DocumentsDocuments::::EmployeesEmployees::::
FAQFaq::::Trouble ticketsHelpDesk::::
InvoiceInvoice::::Job OrdersJobOrder::::
LeadsLeads::::PotentialsPotentials::::
Product linesProductLines::::ProductsProducts::::
Project MilestonesProjectMilestone::::ProjectsProjectPlan::::
Project TasksProjectTask::::QuotesQuotes::::
Purchase OrderPurchaseOrder::::
Sales OrderSalesOrder::::Service ContractsServiceContracts::::
ServicesServices::::TimecardsTimecards::::
VendorsVendors::::Visit ReportVisitreport::::
The figure shows an example of a file for importing a lead. Each line represents a data set. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555407224745.png) ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555407230923.png) If you want to import contact data from your office application, ensure they are correctly formatted. Whenever you use MS Outlook proceed as explained below: **1. Check data format** In most cases the data must be checked and manually edited before importation. This is an important operation to ensure all the information is correctly formatted. Now proceed as follows: - Export the contacts from Outlook in Excel format; Launch Excel and open the file; - Check all special characters such as comas, dots, semicolons, and quotation marks and replace any that give rise to problems, e.g. with a blank space; - Check columns containing the compulsory fields, making sure that every single value is present in the different lines; - Remove the initial column, if present, and all other columns that are not needed in vtenext, in order to streamline the importation process; - Make sure the information you intend to use is present, because subsequent removal of mistakes in vtenext may require additional work. **2. Save the file in CSV format (DELIMITED BY THE LIST SEPARATOR)** From your Excel program (or similar), is possible to export (File + Save with name) in CSV format (comma separeted values) and save with this configuration. The file will be ready to be imported in the crm. # 3.5.3 Export The export process allows the records to be saved in a csv file. Click on the icon to open a menu in which the export criteria can be selected. [![3.5.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/3-5-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/3-5-3-1.png)
**Export with search records** Export only records returned in search results
**Export without search records** Export all records irrespective of search results
**Export all data** Export all records
**Export data in current page** Export records shown in current page
**Export selected records** Export only flagged records
When you click on “Export” the browser will prompt you to save the data on your computer. # 3.5.4 Checking duplicates in a module You can check for the presence of duplicates in a module by means of a wizard. To launch the duplicates check click on Other and Find duplicates in the module in question, then enter the key fields to find the duplicates (including customised fields). Start the duplicates search procedure by clicking **OTHER > FIND DUPLICATES** button. [![Checking duplicates in a module.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/checking-duplicates-in-a-module.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/checking-duplicates-in-a-module.png) [![Checking duplicates in a module_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/checking-duplicates-in-a-module-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/checking-duplicates-in-a-module-2.png) [![Checking duplicates in a module_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/checking-duplicates-in-a-module-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/checking-duplicates-in-a-module-3.png) Duplicate records can be merged using the Merge button. You can merge up to three duplicate records at a time. See the screenshot below for details on how to validate and merge duplicate records by selecting the required values field by field. [![Checking duplicates in a module_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/checking-duplicates-in-a-module-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/checking-duplicates-in-a-module-4.png) **Note:** - the selected record will be the file that is saved following the merge; - following the merge, the saved record will contain the merged relations; - the records merge operation can be enabled or disabled in User profiles. [See the next paragraph, relating to the **SAVE FIELD MAPPING** button](https://usermanual.vtenext.com/books/user-manual-vtenext-2101/page/355-save-mapping) which allows you to check the data during insertion to avoid entering existing personal data. # 3.5.5 Save Mapping All users can perform a uniqueness check on each module by means of the "Find Duplicates” button when creating new records. Define the set of fields to be matched and then click on Save Mapping. [![Checking duplicates in a module_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/checking-duplicates-in-a-module-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/checking-duplicates-in-a-module-2.png) At this point, whenever you attempt to edit an existing record or create a new one, the system will check for the existence of a record with the same combination of fields, alerting you to the presence of duplicates. For example, if the Email field is selected for matching, the warning shown in the following screenshot will be displayed. [![Save-Mapping_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/save-mapping-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/save-mapping-1.png) # 3.6 Mass Edit The **Mass Edit** function is useful for rapid updating of fields in one or more selected records. For example, if you create a customised field in Leads and you want to edit it across multiple names, this can be done without having to update the individual records. **The screenshot shows an update of several records selected in the Leads module.** [![Mass Edit_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/mass-edit-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/mass-edit-1.png) Click on **OTHER > MASS EDIT** [![Mass_Edit_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/mass-edit-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/mass-edit-3.png) Then choose the field/fields for massive editing. [![Mass_Edit_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/mass-edit-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/mass-edit-4.png)Mass Edit is available in all vtenext modules under the Other button. The mass edit function is not however applicable to all fields. Among the editable fields, the CRM admin user can enable/disable the availability of effectively editable fields in the mass editing panel using the Layout Editor (see dedicated chapter). [![Mass_Edit_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/mass-edit-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/mass-edit-5.png) # 4 Calendar and Activities # 4 Calendar and Activities The vtenext calendar allows you to award a priority to your activities, specifying the users or contacts involved and the subject connected to the activity. A simple click is sufficient to access the related content, postpone an activity that you have been unable to start, or close an activity. Furthermore, the calendar of each user can be shared with the calendars of the other users. **vtenext offers two different activity types:** - **Event:** activities with clearly defined start/end times, which may involve other users or contacts. There are also some default events that are in turn classified in accordance with the activity type (call, meeting, etc.). - **To-do:** defines a personal activity to carry out over one or more days without any hourly restrictions. To-dos are similar to personal memos. vtenext allows you to keep track of activities by providing suitable tools to manage the entire corporate organisation efficiently. The Calendar module appears as shown below: [![4 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-1.PNG) *Week view* [![4 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-2.PNG) *Month view* [![4 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3.png) *Day view* - The menu at the top left allows you to choose the view type (Day, Week, Month, List and Geolocation); - The large central section shows the calendar (display of events/to-dos, drag an event to shift it in time, click for rapid creation of a new event/to-do, click to view the event details, click to file the event in completed status); - The right side of the page contains a list showing users with whom the event can be shared. When you enable one or more users their agenda will be displayed on top of yours; - The “Show/Hide Completed To-dos” button (upper left) allows you to enable or disable the display of completed to-dos; furthermore, by clicking on the toolbar you can expand the to-dos display area; - the item **HOLIDAYS**, in the user list on the right of the calendar (day / week / month view) has been inserted to explain to the user that the gray color indicates holidays, like a legend. For this reason, the field is disabled (not clickable also with the admin user). [![4 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-4.png) **“List view”** mode allows you to work in the calendar using the same search, filter, and mass edit tools and so forth provided for all the other modules. [![4 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-5.png) From 20.04 version, is also available events displayed by Resources. This setting improves the user's visibility of the weekly activities planned by his team. Every user can select other users who shared the calendar with each other (see User Preferences). The list of users is displayed based on the role scale set by the administrator. [![4 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-6.png) *Resources view* [![4 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-7.png) *Select Resources view* By clicking on the **SELECT RESOURCES** button, on the top left, a pop-up will open. It will allow us to select the available resources according to the aforementioned rules. # 4.1 Add a calendar event In the Calendar module you can click the green **create** button or click on the agenda area, dragging the mouse in accordance with the event duration (drag & drop). [![Add a calendar event.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/add-a-calendar-event.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/add-a-calendar-event.png)
**Activity Type** Select Call, Meeting or other customised values
**Visibility** Classify an event as Public, Private or Standard
**Subject** Enter a name (title) for the event
**Description** You can add a brief description of the event
**Status** Status is Planned by default. Defines the state of completion of the project
**Priority** Set a priority level
**Assigned to** Events are assigned by default to the person who creates them, but this can be changed if necessary
**Event starts at” and** **“Event ends on”** Each event has a start and end; events can last one or more days
**All day** Select if the event lasts all day. By default it has 24 hous and it is placed at the top, in the Task section.
Since events can be linked to CRM objects, they can be created also by starting from the object in question (see "Linked to" function). **Linked to** An event can be linked to standard and customised entities (generated by modules creation in Settings) within vtenext. Note that the contacts module is separate from the rest, allowing you to connect one or more contacts to the event. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564579801392.png) **Warning!** **1)** The following modules cannot be linked to the calendar: Documents, Reports, Services, Products, Product lines, Newsletters, Targets, Delivery Notes, Price Books, FAQs, PDF Creator, Installations, Timecards, Processes, Contract Services. **2)** The relation between an event and the messages module is available only starting from the single email and not vice versa. This does not require the “linked” field to be filled in, but rather a copy of the body of the email in the “description” field. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564579865440.png) **Invite** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564580000854.png) You can invite other users or contacts to the event you are creating. The contacts will receive a notification email with details of the event and will be given the option to state whether or not they plan to attend. Users will receive a vtenext notification (Notifications panel) and can access the event in the CRM to indicate their intention to participate (yes/no) and display the event in their agenda as though it were assigned to them. **Reminder** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564580053651.png) Provides the facility to schedule an automatic memo (in the form of an email or notification) to be sent to all the participants. You can decide how many days/hours/minutes before the event to send the notification. Warning! To send notification emails you must schedule the job in question in the vtenext server cron; for more details refer to the chapter CRONJOB – Processes to plan. **Repeat** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564580114246.png) Allows you to schedule events that are repeated regularly, establishing the frequency. When the settings are saved the system will create the “copy” events, which are independent from one another. # 4.2 To-Dos To-dos are always assigned to a user or a group of users; it is not however possible to invite other users or link more than one contact. The to-do can be transferred to another user by changing the assignee. The input procedures are the same as for the events: from the related object, from the Calendar module graphic interface, or using the CREATE button. [![To-Dos_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/to-dos-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/to-dos-1.png)
**Subject** Enter a name (title) for the to-do
**Priority** Set a priority level
**Description** Add a short description to the to-do
**Status** By default the status is “not started”; the value can be changed if necessary
**Assigned to** By default, the user who creates the task is the assignee, with the facility to change the user if necessary
**Time & Date and Due Date** Each to-do has a start and end and it can proceed also over several days
The to-dos to be completed are displayed in the upper area of the calendar. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564580405274.png) You can view the list of open to-dos from any point of vtenext by clicking on the icon in the menu on the right side. [![To-Dos_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/to-dos-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/to-dos-2.png) # 4.3 Shared Calendar and preferences The user can set up several fields from the calendar settings icon![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638891885150.png) (accessible also from User Preferences):
**Default Calendar View** Defines the default calendar view (daily, weekly, etc.)
**Date Format** The user selects the date format
**Reminder Interval** Frequency for activities reminders check by means of pop-ups
**Day starts at** Defines the starting time of the working day (this will be the first time available in the calendar to fix events)
**Disable Sunday in week view** Allows you to disable the display of Sunday, when the calendar is set as a "Week" view
**First day of week** You can choose whether the week starts on Monday or Sunday
**Share calendar with** Allows you to choose which users to share your calendar with
**Share calendar with (only occupation)** Allows you to choose which users to share the calendar of the user you are configuring with, assuming that it is, for example, an object such as a company car or a meeting room
**Show calendar users** Allows you to activate the calendar display of all those users who, in the "Share Calendar with" option, have decided to select our user (or the current user for whom the configuration is being made)
**Holiday Countries** Makes it possible to display national holidays on the calendar for the selected Country (European countries)
[![4.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-1.png) If the admin user has set the calendar as public, all users can share their agenda with the other users, thus allowing total or partial visibility depending on user privileges (for details of privileges refer to the next section). If shared, the agendas of other users appear in the right-hand column of the calendar, each shown in its own automatically assigned colour. [![4.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-2.png) **Example:** Agent 1 and Agent 2 users need to share their agendas. From Calendar preferences, “Share Calendar with” section, Agent 1 must select the Agent 2 user: [![4.3 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-3.png) Now Agent 2 accesses his/her own preferences and enables Agent 1 in the “Show User Calendar” section: [![4.3 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-4.png) Agent 2 can now see the calendar and assign activities to Agent 1. Agent 2 in turn can use the same procedure to share its calendar with Agent 1 and allow Agent 1 to view the contents and assign activities. In addition, two new functions, which will be described below, have been added to the calendar as from vtenext version 19.10. **Sharing with occupation (from version 19.10)** An additional block for sharing has been added to the user page: [![4.3 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-5.png) Users with this type of sharing option will be able to view exclusively the occupation and not the content of the events, as though they were all personal, with the exception of Public events, which are always visible to all: [![calendar_single_day.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/calendar_single_day.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/calendar_single_day.png) **Organiser Field (from version 19.10)** [![4.3 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-7.png) In event creation, this field assumes the value of the assignee, however it may occur that external plugins set it to different values. It may contain a vte user, a contact or a free email address. **There are 2 operational changes:** • If a user is invited to an event assigned to others, and the organiser coincides with himself/herself\*, then the event in question is as though it had been assigned to himself/herself, with all the required privileges (edit/delete). • If a user is invited to an event (its own event or a third party event), and the organiser does not coincide\*, this user can only view the record and cannot edit/delete it, irrespective of the hierarchy of roles (in the case of an event assigned to himself/herself but not editable, this function is used to manage invitations from users external to the system) \* the match between organiser and current user is: if the organiser is a user, a check is performed to ensure the user is the same if the organiser is a contact, a check is performed to establish whether the contact email is the same as the user's email if it is a free address, a check is performed to establish whether this email address is the same as the user’s email **N.B.:** In the case of events with contact or email organiser, the prohibition of changing the record can be easily overcome by changing the contact or entering your own email address, or yourself, once again changing the email address. **Reminder Interval** If you have set a reminder interval in preferences (1 minute minimum), you can set it up so that the CRM generates an alert whenever an event or task is about to occur. The pop-up screen offers several functions: [![4.3 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-3-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-3-8.png) - **Close Activity:** to close an activity directly without necessarily entering from the calendar module - **Open:** to open the event/task of the specific calendar - **Dismiss:** to instruct the CRM to no longer generate alerts for a specific event/task - **Dismiss All:** snooze function that makes it possible to set alerts, again via pop-up, based on the previously defined time interval - **Snooze All:** to instruct the CRM to stop reminding us of the events/tasks present in this specific pop-up # 4.4 Shared calendar access and events visibility To manage privileges to view and edit the calendar it is essential to know the Sharing Access (from the Settings menu) and visibility of the event. [![4.4 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-4-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-4-1.PNG) In Settings > Sharing Access there are various possible configurations for the Calendar (explained below with examples): - Private (follows hierarchy of roles); - Public: Read Only; - Public: Read, Create/Edit; - Public: Read, Create/Edit, Delete. [![4.4 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-4-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-4-2.PNG) The combination of settings for Sharing Access, visibility of the single event and hierarchical roles, establishes the events visibility and editing privileges for the individual user. The following are examples of behaviour in accordance with different combinations. The following hierarchy is considered in the example: - the Manager role belongs to a Manager user - the Sales role belongs to the two users Agent 1 and Agent 2 According to this hierarchy (for details refer to the Roles chapter): - a Manager can view the data assigned to its own position and to the Sales Users; - Sales Users can view their own data ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564581243645.png) **Public Calendar: Read only**
**Event assigned to** **Event visibility** **What assignee sees/does** **User**
MANAGER (higher) Standard Read Only AGENTS (inferior)
Private Only resource commitment
Public Read/Edit/Delete
**Event assigned to** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (same role) Standard Read Only AGENT 2 (equal role)
Private Only resource commitment
Public Read/Edit/Delete
**Event assigned to** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (lower) Standard Read Only MANAGER (superior)
Private Only resource commitment
Public Read/Edit/Delete
**Public Calendar: Read, Create / Edit**
**Event assignee** **Event visibility** **What assignee sees/does** **User**
MANAGER (higher) Standard Read Only AGENTS (inferior)
Private Only resource commitment
Public Read/Edit/Delete
**Event assignee** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (same role) Standard Read Only AGENT 2 (equal role)
Private Only resource commitment
Public Read/Edit/Delete
**Event assignee** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (lower) Standard Read Only MANAGER (superior)
Private Only resource commitment
Public Read/Edit/Delete
**Public Calendar: Read, Create / Edit, Delete**
**Event assignee** **Event visibility** **What assignee sees/does** **User**
MANAGER (higher) Standard Read Only AGENTS (inferior)
Private Only resource commitment
Public Read/Edit/Delete
**Event assignee** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (same role) Standard Read Only AGENT 2 (equal role)
Private Only resource commitment
Public Read/Edit/Delete
**Event assignee** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (lower) Standard Read Only MANAGER (superior)
Private Only resource commitment
Public Read/Edit/Delete
**Private calendar**
**Event assignee** **Event visibility** **What assignee sees/does** **User**
MANAGER (higher) Standard Read Only AGENTS (inferior)
Private Only resource commitment
Public Read/Edit/Delete
**Event assignee** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (same role) Standard Read Only AGENT 2 (equal role)
Private Only resource commitment
Public Read/Edit/Delete
**Event assignee** **Event visibility** **What assignee sees/does** **User**
AGENT 1 (lower) Standard Read Only MANAGER (superior)
Private Only resource commitment
Public Read/Edit/Delete
**General rules for private calendar:**
**Event visibility** **Users see the event** **Users see the content** **Users edit/delete**
Public yes yes yes
Standard yes yes according to position hierarchy
Private yes no no
# 4.5 Import and export activities To import or export Activities between vtenext and other applications, the standard iCalendar format is available (.ics extension). To export the activities of the vtenext calendar, you must display it in list mode, select the records to be exported, press ,.the export button and choose the filename. Likewise, to import records from the external iCalendar file, press the import button and follow the procedure. [![Import and export activities.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/import-and-export-activities.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/import-and-export-activities.png) As an alternative to export / import in iCalendar format, vtenext supplies a series of integrations with very common systems: - Synchronisation via Active Sync protocol (extra module); - Synchronisation with Exchange calendar (extra module); - Synchronisation with GCalendar (extra module); - Synchronisation with Zimbra (extra module); - Synchronisation with Outlook and Thunderbird via plugin. # 4.6 Book me - Make an appointment Version 21.01 onward includes the new Book me function to make appointments based on the calendar slots made available by crm users. Let’s take a look at how it works and how to configure this new feature properly. A new block entitled **Book me configuration** has been added to user preferences. [![4.6 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-6-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-6-1.png) *View of Book me configuration*
**Enable Book me** enable/disable the calendar booking function when compiling a new email. This function enables a flag in the email composer and makes it possible to use / not use this function with the recipients of the email in question
**Events selection mode** defines event selection mode: semiautomatic, automatic, or manual (as illustrated below)
**Event duration** allows you to set the duration of the event
**Minimum time between events** defines the minimum time that must exist between one event and another (only in automatic mode)
**Email compilation default** determines if the Book me flag in the email compose popup is enabled by default. This involves the automatic insertion of the Book me link in the signature
**Semiautomatic mode** Semiautomatic mode selects **"Free for appointment"** type events and subdivides them into booking slots that will have the duration set in the **"Event duration"** field in user settings. The time slots available are: 15 minutes, 30 minutes, 1 hour, and 2 hours. [![4.6 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4-6-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4-6-2.png) **Automatic mode** Automatic mode finds spaces between events having the duration set in the **"Minimum time between events"** field and subdivides them into booking slots with the time set in the **"Event duration"** field in user settings. The time slots available are: 15 minutes, 30 minutes, 1 hour, and 2 hours. **Manual mode** Manual mode selects **"Free for appointment"** type events and uses the entire event duration for the booking space. By default, the Book me function is disabled for all users. Once the specific flag is checked in user preferences, a booking link can be sent by compiling an email from the Messages module. [![bookme_compose.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/bookme_compose.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/bookme_compose.png) *View of the Book me function from the email compilation window* **Operating cycle** When a user sets semiautomatic mode, he/she creates a "Free for booking" type event, and an event will appear in the calendar as shown in the next image: ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1615371235484.png) The user will then send an email with a "Book me" link as shown previously. When the recipient clicks on the link, he/she will access a dialog box in which to first select the date (if there is more than one date available) and then the preferred time slot as determined by the preferences set by the user in the **Event duration field**. [![Book-an-appointment-Book-me.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/Book-an-appointment-Book-me.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/Book-an-appointment-Book-me.png) *View of date selection window* *[![Book-an-appointment-Book-me2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/Book-an-appointment-Book-me2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/Book-an-appointment-Book-me2.png)* *View of time slot selection window* [![Book-an-appointment-Book-me3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/Book-an-appointment-Book-me3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/Book-an-appointment-Book-me3.png) *View of customer data input and booking confirmation* [![Book-an-appointment-Book-me4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/Book-an-appointment-Book-me4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/Book-an-appointment-Book-me4.png) *Once you click on CONFIRM, the page will produce an alert that shows whether or not the operation was successful.* In this page note that **it was not possible to send the confirmation**. It is therefore essential for the mail server to be correctly configured in the crm, in SETTINGS > MAIL SERVER. **N.B.:** to check the mail server configuration, refer to chapter [5.1 Outgoing mail configuration (SMTP)](https://usermanual.vtenext.com/books/user-manual-vtenext-2101/page/51-outbound-mail-configuration-%28smtp%29). **Caution:** bookings are accepted for days after the current day. The calendar also sets the basic language to the language selected in user preferences! On the crm user side, when a customer makes a booking, he/she receives a notification from the system with details of the event (which will be clickable and visible on the system). ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1615373417590.png) *View of crm notification with booking configuration* Conversely, the customer will receive an email with details of the booking made and a link to cancel the booking. ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1615373983078.png) *View of the email received by the customers with booking confirmation, and option to cancel it* If the customer decides to click on Cancel your booking, a window will open in their browser with the following page to confirm booking cancellation: [![Book-an-appointment-Book-me5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/Book-an-appointment-Book-me5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/Book-an-appointment-Book-me5.png) *View of cancellation page (customer browser)* Once the customer user has clicked on the YES, CANCEL BOOKING button, a confirmation page will be displayed, as shown below: [![Book-an-appointment-Book-me6.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/Book-an-appointment-Book-me6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/Book-an-appointment-Book-me6.png) *View of cancellation confirmation (customer browser)* Simultaneously a notification is sent also to the crm user, informing him/her of the cancelled booking. Automatically, also the calendar slot will revert to free! ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1615374301373.png) *View of booking cancellation notification* # 5 Personal communication tools # 5 Personal communication tools The main purpose of a CRM system is management of customer relationships, in regard to which communication tools take on a role of critical importance. vtenext offers different kinds of tools to manage communication towards customers (existing or potential) and towards your work team, distinguishing between personal communications and marketing communications. This chapter describes the tools used for personal communications: - **Messages Module Email Template** - **Talks Module** - **Notifications Module** - **Notes Module** - **Documents Module** In particular the Messages that allow the transmission of individual emails or emails to a limited number of recipients in which each message is linked to the recipient's record. # 5.1 Outbound mail configuration (SMTP) To activate the transmission of emails from CRM, fill in the SMTP server data in Settings > Mail server > Simple Mail Transfer Protocol (SMTP). [![5.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-1-1.png)
**Account** choose the server type from among the ones on the list; if your mail server type is not included choose CUSTOM. Warning! If you use Gmail may not be possible to send email from addresses other than the one shown in this page.
**Server Name** mail server address for SMTP access
**Port** indicate the port; the system proposes the default port
**User Name** indicate the account to log on to the mail server; usually the same as the complete email address. **Attention:** for a proper configuration, the username ( mail address), must match with the mail address of the admin user. For this reason it should be modified ( eventually just for the initial configuration) , the email address with the one set in the admin Preference.
**Password** access password associated with the account
**Requires Authentication** Yes/No
When you save the data the system will test the entered data, sending a mail to the admin user and an error message will be displayed if it was not possible to send the email (see example in figure). ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1566468734482.png) The main causes that occurs in configuration errors in the smtp server are the following: - Difference between the email set in the Admin user ( visible in SETTINGS >PREFERENCE) and the email actually set in the smtp configuration. We strongly recomend to verify that: the username in the smtp ( email address) must be exactly the same with the email address set in the admin Preference. For this reason it should be modified ( eventually just for the initial configuration), the email address with the one set in the admin Preference; - wrong server name; - wrong port number; - wrong password we remember as mentioned above to use the email password. The SMTP server comes into play for personal emails in the Messages module as well as for sending newsletters: for this activity it is strongly suggested to have a dedicated SMTP server for mass mailing (see specific chapter). **N.B.:** the mail servers on protected SSL port must be specified with the server name ssl://servername (e.g. ssl://smtps.aruba.it). # 5.2 Messages Module The vtenext Messages module uses the **IMAP email account**. You can work on emails through vtenext as if you were working on the server, namely without any downloading of emails to a folder. Any operations that you do in the messages module will be carried out directly on the server: the new folder creation in vtenext corresponds to the creation of a new folder on the email server, deletion of an email in “Messages” corresponds to deletion of the message from the server, etc. Therefore, a copy of the email not created unlike the customary procedure for Outlook/ Thunderbird clients that connect to the mail server in POP3 mode. The emails will therefore continue to be physically resident on the mail server. In addition to IMAP main account, it's possible to configure secondary accounts in IMAP or POP3 mode. It is also possible to configure **PEC mailboxes**. **Multiple SMTPs** can also be set, which can be associated with a single email account within the message module. [![5.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-2-1.png) # 5.2.1 IMAP configuration and folders Once you have set the SMTP server (see above), the IMAP server can be set up here or directly from the Messages module of each user through the cogwheel icon > Account. Each user will be able to manage multiple mailboxes, both on servers configured in the Admin Settings and on other servers. [![Messages_settings.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/Messages_settings.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/Messages_settings.png)
**Name** choose the account type from among proposed types or choose Custom
**Server** mail server address for IMAP access
**Port** SSL/TLS if present
**Domain** specify the domain, for example company.com
**Signature** selecting "Custom" makes it possible to enter text, images, and links as a personal signature at the foot of email messages, while selecting "Company Name" (Acme, in the example) allows the signature configured in settings to be used. This new function is called "[Centralized signature](https://usermanual.vtenext.com/books/user-manual-vtenext-2101/page/5211-set-centralized-signature)"
**Layout** it allows to set the email layout choosing between the following configurations: \- show previw description in message list; \- enable thread view; \- merge account folders.
**Filters** it allows to create rules to move mail within folders of the selected account
**POP3** it allows to manage mail coming from pop3 mailbox directly within the account created.
**Out of office** it allows to apply rules to send automatically email.
[![5.2.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-2-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-2-1-1.png) [![5.2.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-2-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-2-1-2.png) [![messages-signature-VTENEXT-21-01.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/messages-signature-VTENEXT-21-01.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/messages-signature-VTENEXT-21-01.png) After having entered the access credentials, set up the main folders for incoming emails, sent emails, drafts, bin and spam. The user can change the layout at any time by accessing Folders from the Messages module ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1588690835334.png) [![Messages_VTENEXT_20_04_folders.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/Messages_VTENEXT_20_04_folders.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/Messages_VTENEXT_20_04_folders.png) Once the configuration, of one or more accounts is ended, you can find in the Message module the list of the folders (standard and special) divided for each account or in a unified version. This allows the user to display, for example, all the incoming emails from different addresses in one single folder. **Special folders** There are two special folders in the folders list: - **Shared:** contains emails that other users have shared with you via a conversation (see below); - **Imported:** contains all the Messages that are not included in any of the user's IMAP accounts for various reasons, but are linked to a vtenext record; - **Flagged:** contains emails marked ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555409176178.png) - **Scheduled:** contains all the scheduled messages that have to be sent, according to the chosen time and date. [![IMAP configuration and folders.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/imap-configuration-and-folders.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/imap-configuration-and-folders.png) Below examples of PEC email configuration: **PEC Aruba**
**Name** Choose the Custom option
**Server** IMAP: imaps.pec.aruba.it SMTP:smtps.pec.aruba.it
**Port** IMAP: 993 SMTP: 587 SSL/TLS if present
**PEC Legailmail**
**Name** Choose the Custom option
**Server** IMAP: mbox.cert.legalmail.it SMTP: sendm.cert.legalmail.it
**Port** IMAP: 993 SMTP: 465 SSL/TLS if present
# 5.2.1.1 Set Centralized Signature The Centralized Signature makes it possible to set a default signature, identical for all crm users, with the same graphic layout and characteristics. Go to SETTINGS > OTHER SETTINGS > COMPANY DETAILS and scroll down to the bottom of the page to find the "Signature" options. [![5.2.1.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-2-1-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-2-1-1-1.png) *Company Details Page with the options for Signature in messages* Clicking on the EDIT button at the top right makes it possible to configure the centralized signature, using all the variables provided. The variables refer to user details and various custom input fields, e.g. for input of the current date. [![5.2.1.1 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-2-1-1-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-2-1-1-2.PNG) *View of variables available and composition of the Centralized Signature* # 5.2.2 Writing and reading emails There are three equivalent options to send an email, e.g. to a contact: 1\. clicking on the email address shown in the record or in any vtenext page; 2\. clicking on the icon in the light blue toolbar, selecting Write 3\. from the Messages module interface, clicking on![](https://usermanual.vtenext.com/uploads/images/gallery/2019-07-Jul/scaled-840-0/image-1564585918062.png) [![5.2.2 Writing and reading emails_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/scaled-1680-/5-2-2-writing-and-reading-emails-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/5-2-2-writing-and-reading-emails-1.png) All three options lead to the same New Email page.
**To** The recipient email address must be entered; you can write the email address or select it from the list (Leads, Accounts, Contacts, Vendors and Users)
**CC** Carbon Copy: you can enter the address of recipients who are to receive a copy of the email
**Add BCC** The copy to email addresses added with BCC will not be visible to the other recipients
**Subject** The subject of your email
**Attachments** You can add attachments to the email by means of the Add file function or by dragging the file to the drop area **N.B.** when an email is sent from a detail view of a Document (from within the registry, click on the related of the Messages and then click on New Message), any attachments of that email are linked in the Documents related to that same registry
**Send method** Single: send a single mail with all visible recipients in the “to” field Multiple: send a separate email to each recipient in the “to” field, without showing the recipients’ names or email addresses
**Select email Template** Select one of the available templates saved in Settings > Email templates
**Send** Sends the email
**Save draft** Forces a save of your draft (also occurs automatically)
The account view mask is divided into three parts: [![5.2.2 Writing and reading emails_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/scaled-1680-/5-2-2-writing-and-reading-emails-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/5-2-2-writing-and-reading-emails-2.png)
**1° column:** **2° column:** **3° column:**
Email list, or Sender’s data Operations and links available for the email
Folders list by clicking on the Folders button, or Body of the email
Accounts list, clicking on the Mailboxes button (shown only if more than one account is configured) Attachments
**N.B.:** Starting with the version 20.04 every time a user answers to an email and the recipient's address is not a record in the CRM a new contact is automatically created. **Programmed transmission of an email from the Messages module** From version 19.10, you can program an email to be sent at a later time. In the compose screen, after having entered the subject, the body and the recipient(s), you can click on the arrow located next to the Send button. [![Compose.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/Compose.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/Compose.png) This will open a menu item labelled “Program send”. [![Compose_send.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/Compose_send.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/Compose_send.png) Selecting this option will open a popup with the facility to set the date and time for sending the email in question (choose one of the preset options or click on “other” to configure the exact time and date to send the email). [![schedule_sending.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/schedule_sending.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/schedule_sending.png) Once the email has been programmed, the following functions can be used:
[![invia_ora.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/invia_ora.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/invia_ora.png)**Send now:** send the programmed email immediately
[![riprogramma_invio.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/riprogramma_invio.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/riprogramma_invio.png)**Scheduled sending:** reschedule the previously set sending
[![elimina_programmazione_invio.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/elimina_programmazione_invio.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/elimina_programmazione_invio.png)**Delete:** delete the programmed email permanently
To view the functions mentioned above, simply go to the dedicated folder from the message module ([see chapter 5.2.1](https://usermanual.vtenext.com/books/manuale-vtenext-2004/page/521-configurazione-posta-in-entrata-%28imap%29-e-cartelle)) **N.B.:** Once the sending date and time have been reached, the email will disappear from the scheduled list. # 5.2.3 Email Functions
[![Compose Button.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/compose-button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/compose-button.png) Compose a new email.
[![Update Button.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/scaled-1680-/update-button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12/update-button.png) Download emails from the email server
[![image-1638891885150.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638891885150.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/image-1638891885150.png) Messages module settings (user's personal settings)
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638894852003.png) Mark message as read/unread
[![image-1638893786732.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638893786732.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/image-1638893786732.png) Mark message as important
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638894887037.png) Move email to another folder
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638894900616.png) Mark as spam (the email is moved to the Spam Folder)
[![image-1638894541297.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638894541297.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/image-1638894541297.png) Delete email (the email is moved to the bin)
[![Email Functions_.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions.png) [![Email Functions_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-2.png) Search in emails (simple and advanced)
**Create Event/to-dos** Create calendar activity from the email
**Link** Link the email to an object in vtenext
**Translate** Open Google Translate for instant translation of the body of the email
**Download attachments** Download a single zip file containing the attachments, if more than one
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638895195763.png) Download attachment
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638895529334.png) File attachment as a CRM document / View document tab
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638895553775.png) Link document to an object in vtenext
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1638895582910.png) Open attachment preview (supported extensions: odt, pdf and common image formats)
Emails can be linked to CRM modules by means of the Link function: [![Email Functions_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-3.png) Through the “Link” function it is possible to relate the emails to the CRM modules: [![Email Functions_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-5.png) The system suggests possible links automatically based on the sender's email address. You can edit the “Filter” item to extend to search also to include results beyond the suggested ones. The “Recents” button, which is accessible from the “create and link” function, allows you to access the modules most recently visited. If you can’t find a match with an existing element, you can create a new record (for example a new account) by means of the “Create” button. Once the connection has been made, it will be highlighted with the symbol ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555409775190.png), which will be visible both in the email list view and in the email detail with an indication of the linked record. [![Email Functions_6.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-6.png) Linked emails will be also visible in the records, via Relations > Messages. Visibility of emails is subject to the Sharing Access configuration (Linked Messages module item). **Mark all emails as read.** To mark all emails as read, it is essential to follow these simple steps: 1\. From the left column of the Messages module, click on BOXES / FOLDERS as shown in the image below. [![Email Functions_7.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-7.png) 2\. Click on MODIFY as shown in the image. [![Email Functions_8.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-8.png) 3\. Finally select the FOLDER where the emails you want to mark as ALL LETTE are located and click on the SIGN AS READ icon, as shown in the image below. [![Email Functions_9.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-functions-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-functions-9.png) # 5.2.4 Emails Sharing To share an email with another user, simply open a conversation on the email concerned. The “Conversations” tool (see specific chapter) is located at the bottom of the page, under the body of the email. Emails shared by means of a Conversation are flagged with the symbol ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1639412825036.png) . The user who receives the conversation can view the email in the “Shared” folder. Conversations allow you to make the mail visible to a colleague who has not received the message directly (allowing your colleague to perform the usual actions of reply, forward, etc., and also view any links between the email and CRM objects). This allows a significant reduction in the volume of internal email traffic. # 5.2.5 .ics support for calendar Attachments in .ics format are identified as invitations to attend an appointment and they create a pre-linked calendar event. The recipient can specify his/her intention of participating/not participating in the event. The message interface appears as shown below: [![ics support for calendar.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/ics-support-for-calendar.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/ics-support-for-calendar.png) # 5.2.6 Other Settings [![Messages_settings.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/Messages_settings.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/Messages_settings.png) - **Layout:** change the emails list layout - **Filters:** set up filter rules for automatic transfer of emails into folders - **POP3**: set up a secondary account in POP3 mode **Warning!** Once a secondary account has been configured in POP3 mode, a copy of the secondary account emails will be created on the email server of the main account. The main account mailbox may therefore tend to run out of storage space. **Out of Office** From version 19.10 an automatic “Out of Office” notification can be set, in order to respond to emails informing the sender of your out of office status. Clicking on ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/image-1592562995203.png)from the Messages module allows you to access this function, by means of the specific item of the same name. An additional window will open in which you can Enable or Disable this function and set the automatic replay message text. [![Other Settings.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/other-settings.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/other-settings.png) # 5.2.7 Mass email A mass mailing tool is available send an email to multiple recipients (20 max) in a single shot. Select the email recipients from the list view of the desired module, e.g. Leads, then click on the button [![2_3_3-Contextual-Icons_Other.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/scaled-1680-/2_3_3-Contextual-Icons_Other.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-09-Sep/2_3_3-Contextual-Icons_Other.PNG) followed by Email, located above the records list. [![Mass mail_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/mass-mail-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/mass-mail-1.png) The system prompts you to choose one or more of the email type fields available in the record (can be Email address, Other email address, Yahoo ID). [![Mass email_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/mass-email-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/mass-email-2.png) The new email composition window will then appear. The email addresses in the chosen fields will be set as recipients (“To” field). Before sending the email check the “Sending Method”, setting it to Multiple in order to keep recipients hidden (recipients will only see their own address). ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564646605761.png) # 5.3 Email Templates The vtenext admin user can make email templates available to other users for use for single emails and for newsletters. The general characteristics of email templates applicable to both mails and newsletters are described below, while specific functions concerning emails are shown in the subsequent sections. To create a new Email template go to **Settings > Customer Tools >Template Email**. [![Email Templates_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-templates-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-templates-1.png) The email templates configuration mask contains an initial internal information section and a second section (grey box) composed of the body of the email and the data visible to the recipients. [![Email Templates_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-templates-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-templates-2.png)
**Name** Template name
**Description** Template description (optional)
**Folder** Public: the template is available to all Personal users: only the template is available only to admin users
**Type** Email: templates available for emails (Messages Module) Newsletter: templates available for the Newsletters module
**Subject** Email subject
**Message** Body of the email
**Note.** If a template contains variables related to leads and is set to contacts, the variables will be displayed but not completed. We suggest creating two different templates with different variables, one for the Leads module and one for Contacts. Note that it is helpful to inform users of the module for which the template is available, providing the information in the Description, for example. **N.B.** For additional information on new newsletter editor refer to the chapter **6.1.6 New Newsletter editor.** # 5.4 Talks Module vtenext proposes an alternative solution to manage the exchange of information within your organisation, avoiding the transmission of emails or paper notes that cannot be tracked. To open the Talks module click the icon [![5_4-Modulo-Conve.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Modulo-Conve.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Modulo-Conve.png) on the right-hand toolbar. [![5_4-Conversation-module_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_1.png) The screen presents at its center, the welcome greeting for the logged user, this area wil be used to show all the conversations linked to a specific topic. On the left part of the screen we find the list of all the active conversations, subdivided by four tabs:
**All** All the active conversations, read and unread, presents in the crm that involve the user
**Channel** Is possible to create group to talk with the collegues, for examples of the same department
**Direct** Conversations where is involved the user which is logged in
**Pinned** Is possible to pin a conversation, that is tick as important to maintain in this area to reach them easily
To start a Talk, click on the button [![image-1633353298498.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/image-1633353298498.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/image-1633353298498.png)and select whether to publish the Conversation to all users or to a defined subset of users (is possible to add new users in a second moment). [![5_4-Conversation-module_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_2.png)Other participants can be added to Conversations already in progress by means of the icon next to the name of the user to whom you are talking [![image-1633358987387.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/image-1633358987387.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/image-1633358987387.png).The newly contacted user can view the entire Conversation from the beginning. To start a Talk on a specific topic, like for an example, use the dedicated Talks tool at the foot of the page in the concerned record. Once the Conversation text has been entered into the “Start new conversation” field, click the “Public” button and select . [![5_4-Conversation-module_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_3.png) In this way the conversation will be interrelated with the subject in which you are currently located. For users who receive the conversation, the subject can be clicked to access it (assuming the user has the required access credentials in accordance with his/her profile). The conversation will also be listed at the bottom of the record. Like any self-respecting chat the talks module has a set of emoj available for a greater comunication experience. [![emoji.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/scaled-840-0/emoji.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-11-Nov/emoji.png) From an already started conversation, clicking on the button with three dots, is possible to enter in a a menu with three options: **Ping, create or link, send file.** [![5_4-Conversation-module_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_4.png)
**Ping** Allows to ping a conversation, which is a request for a response to the people involved in that conversation (when is pressed the button will be displayed the word "Ping") [![Ping_conversazione_VTENEXT-21-09.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/Ping_conversazione_VTENEXT-21-09.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/Ping_conversazione_VTENEXT-21-09.png)
**Create or link** Is possible to create or link a module to the current conversation [![5_4-Conversation-module_9.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_9.png)
**Send file** Is possible to send file that will be linked only with the current conversation [![5_4-Conversation-module_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_5.png)
**Warning!** A conversation can be linked to only one entity. Whenever a user writes a new conversation or replies to a conversation already in progress in which you are participating, you will receive a notification on the icon.[![Notifica_Conversazione-VTENEXT-21-09.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/Notifica_Conversazione-VTENEXT-21-09.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/Notifica_Conversazione-VTENEXT-21-09.png) **Search in Talks** You can perform searches in Talks module by means of the specific command located in the window at the top right. The search does not include words inserted in linked elements. [![5_4-Conversation-module_6.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_6.png) **Delete comment** Users can delete their comments published in conversations by means of the X button shown on the right. This action will also remove all comments posted in reply to the deleted comment. **Warning:** the primary conversation can be deleted only by the person who created it. **In addition the conversation or comment can't be removed after 24 hours.** [![5_4-Conversation-module_7.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_7.png) **Public and generic Talks** Not all users can be enabled to conduct public conversations (addressed to all users) or generic conversations (unrelated to vtenext subjects). From the user tab, the CRM administrator defines whether or not to enable the user for public or generic conversations. [![5_4-Conversation-module_8.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/scaled-840-0/5_4-Conversation-module_8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-10-Oct/5_4-Conversation-module_8.png) # 5.5 Notification Module vtenext keep users informed of the data of interest by means of the Notifications tool. Each user can define the following details from the Preferences tab: - notification method: Email/vtenext (“Notify me via” field); - frequency of unread notifications summary emails since the latest click on the globe icon, selecting the time frame from the preset values (“Notifications summary” field); - the topics for which you require notification (module notification Settings), selecting updates for creation and/or editing for each module. **Warning!** Notifications of the Modules Notification Settings are related to the functions assigned to the user. This means you will receive a notification whenever a different user creates/edits a record assigned to you. To display notifications click on ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1639469870577.png) Unread notifications are shown by means of a red number. To mark a notification as read, click on the notification as shown in the figure: [![Notification Module_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/notification-module-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/notification-module-1.png)You can also receive notifications on records assigned to other users or on updating of a filter, by selecting the bell icon alongside the list of filters or in each record. [![Notification Module_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/notification-module-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/notification-module-2.png) ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1639470933091.png) Notification disabled on record/filter ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1639470964039.png) Notification enabled on record/filter **Example of use of notification on filter:** receive an alert when a new Trouble Ticket enters the “Urgent Requests” filter (filter based on a priority class). The ability to enable and receive desktop notifications will be implemented from version 19.10. Whenever a new conversation or a new email is received, the notifications will alert you with popups at the bottom right of your preferred browser.
[![notifica_messaggio_vtenext.png](https://usermanual.vtenext.com/uploads/images/gallery/2019-10-Oct/scaled-840-0/notifica_messaggio_vtenext.png)](https://usermanual.vtenext.com/uploads/images/gallery/2019-10-Oct/notifica_messaggio_vtenext.png)[![notifica_conversazione_vtenext.png](https://usermanual.vtenext.com/uploads/images/gallery/2019-10-Oct/scaled-840-0/notifica_conversazione_vtenext.png)](https://usermanual.vtenext.com/uploads/images/gallery/2019-10-Oct/notifica_conversazione_vtenext.png)
**N.B.: to enable browser notifications, refer to the official online guide for Chrome, Firefox or any other browser used on your computer. Notifications are not displayed if we are using Http protocol to reach the crm.** # 5.5.1 vtenext version update notification From version 19.10 you can receive a notification from the CRM when a new vtenext version update is available. [![upgrade.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/upgrade.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/upgrade.png) Clicking on the update details will open a dedicated page that allows you to plan or postpone the vtenext update. ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1589204637545.png) **Plan Update** Click on PLAN UPDATE to display the following window in which you can select the DATE and TIME of the update, the users to alert when the updated is completed, and the contents of the email sent by the system automatically: ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1589204670246.png) Click on the PLAN button at the top right of the page to set the date and time when the system is to auto-install the update. **Remind me** This function is used receive an update available reminder from the CRM at a later date. The options are: - 4 hours - Tomorrow - Next week ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1589204736707.png) Once you have decided when you wish to be alerted, the following screen page will be displayed: **N.B.:** note that even if it has been read, the notification is not removed from the notifications log and if a new attempt is made to access the record it will not be possible to view or edit the choices made previously. The screen page will thus be similar to the screen shown below. ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1589204781912.png) # 5.6 Documents vtenext features a simple but invaluable documents manager. Documents manager main characteristics: - Store file type documents (uploaded locally) or links (url from the web); - Create folders to store documents digitally; - Assign documents to the user responsible for managing them: e.g., if the module is set as private, each individual users can view only the documents assigned to their name; - Share documents without sending them by email, by means of the download link; - Share and provide read/write access to third parties without a vtenext account for revision purposes by means of a special authorisation token; - Monitor the number of document downloads. The documents display is arranged in folders or in list mode (List button). Folders can be created (Add Folder) and removed (Delete folders selected with flags). By default, vtenext have two folders loaded: 1. **DEFAULT:** example folder that allows you to upload your first files 2. **MESSAGE ATTACHMENTS:** which automatically collects all the attachments of the emails connected to the various entities or modules of the crm. For example, if an email is linked from the Messages module to a Contact, the attachment present will turn into a document that we will find directly linked to that same Contact and within this folder. 3. **MY PRIVATE FILES:** collects all files that were previously located in the folder MY FILES present in the homepage. **N.B.:** folders containing documents cannot be deleted. First remove all the contents and then you will be able to delete the folder. [![5_6-Documents_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/5_6-Documents_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/5_6-Documents_1.png) Folder list present by default in the module Documents. [![5_6-Documents_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/5_6-Documents_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/5_6-Documents_2.png) Clicking on the folder (in the example it was chosen the default folder), we can note that within this folder there is a sub- folder. [![5_6-Documents_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/5_6-Documents_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/5_6-Documents_3.png) Finally, within the sub-folder there can be other files and sub-folders that can create a infinite structure. Note the path present in the head of the module. [![5_6-Documents_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/5_6-Documents_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/5_6-Documents_4.png) For each folder or sub-folder, it will be possible to create a new folder, create a new document, or directly upload a file in the active folder. [![5_6-Documents_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/5_6-Documents_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/5_6-Documents_5.png) Clicking on the three vertical dot points, present near the name of the folder, the program will open a option menu with the following possibilities: - **Rename:** to rename the folder - **Move in:** to move the folder in another level - **Copy in:** to duplicate the folder and its content in another folder - **Delete:** to delete the folder and its content When a user clicks on Create Document it will be possible to access the following screen: [![5_6-Documents_6.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/5_6-Documents_6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/5_6-Documents_6.png) In addition to the essential information it must be added other fields as shown in the previous image. The “Attachment type” field offers the following options: - **FILE:** upload a file from your computer to the CRM (upload); the file will be saved in the vtenext folders. - **URL:** indicate a link to the file position (the file will not be saved in the vtenext folders) The fields **“Visible on portal” or "Portal active"** allows the loaded document to be displayed to enabled contacts in the Customer Portal (see dedicated chapter). # 5.6.1 Documents revision and sharing Document revisions can be managed by means of the “Add Revision” button in the OTHER tab. [![Documents revision and sharing_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/documents-revision-and-sharing-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/documents-revision-and-sharing-1.png) [![Documents revision and sharing2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/documents-revision-and-sharing2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/documents-revision-and-sharing2.png) Once the revision is created, the list of previous versions will be available in the OTHER tab. [![Documents revision and sharing_3_.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/documents-revision-and-sharing-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/documents-revision-and-sharing-3.png) To share a document click on “Share Document” to send a link by email. [![Documents revision and sharing_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/documents-revision-and-sharing-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/documents-revision-and-sharing-4.png) The compose new message window will open with a pre-compiled text and the link required to access the file. The link remains valid for 5 days before being disabled. Any of your contacts lacking a vtenext account can thus access the document. # 5.6.2 Create new document from related list Opening DOCUMENTS in a CRM entity makes it possible to upload one or more files using drag and drop. The system will present a popup that allows you to choose the upload method: individual files or single file in .zip format. The next step allows the user to change the name of the document, choose the destination folder and add an optional description. Two checkboxes allow the user to select whether or not the document is active and visible on the Customer Portal. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1566469009904.png) [![5.6.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5-6-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5-6-2-2.png) # 5.7 Notes Notes can be found in the vtenext records, located at the bottom left (available in most modules), and on the main management panel, which is accessible from the icon on the light blue toolbar. The following options are available from the record: - Make a temporary note, which will be already linked to the record; - Browse previous/subsequent notes (always related to the record in question); - Convert the note into an evolved CRM object (e.g. if a customer note gives rise to a potential, it can be converted without having to re-input the same information). These notes can be viewed with two modes: List or Slider. ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1589205486882.png) ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1589205500928.png) Visibility of Notes in the record is regulated by Sharing Access: - Personal: notes can be accessed only by the author; - Public: notes can be in read-only mode by whoever has access to the record. **Warning!** The note contents cannot be filtered using the module’s Filter function, nor can they be displayed as a column in the list view or tracked by means of the global search function. This is a personal tool that is independent with respect to the data entered in the record. The main Notes page also allows the following actions: - Browse through all the notes generated by the user in the CRM; - Perform searches; - Write notes that are not related to any particular object. The notes will remain private, meaning they cannot be viewed by other users. [![Notes.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/notes.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/notes.png) # 6 Marketing Communication Tools # 6 Marketing Communication Tools vtenext contains various tools for mass communications: - Newsletter Campaigns - Step 1: Campaign - Step 2: Target - Step 3: Newsletter - Common variables to the target - Wizard “Create Newsletter” - Email Sending Statistics and more - Manual management of unsubscriptions - Requirements and settings for the use of the Newsletter module - SMS Module - FAX Module # 6.1 Newsletter Campaigns The Newsletter module, integrated with the “Campaigns” module, is the vtenext solution for management of mass mailing of newsletters to accounts, contacts and leads towards an unlimited target of recipients for campaigns. In addition to sending marketing campaigns, this module allows you to track all movements related to single newsletters, with statistics for email openings and clicks on links for each campaign, etc. In general, a newsletter is contained in a campaign and a campaign contains all the newsletters that are sent though time. Campaigns therefore make it possible to segment this marketing activity, calibrating transmissions based on objectives and targets. **There are two possible ways of creating a new newsletter with vtenext:** **A. Wizard:** the “Newsletter Wizard” button, that can be found in the Newsletters and Campaigns modules, facilitates the creation of a new campaign ([see chapter 6.1.5](https://usermanual.vtenext.com/books/user-manual-vtenext-2004/page/615-%E2%80%9Ccreate-newsletter%E2%80%9D-wizard)). [![Newsletter_wizard-VTENEXT-20-04.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/Newsletter_wizard-VTENEXT-20-04.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/Newsletter_wizard-VTENEXT-20-04.png) **B. Manual procedure:** consisting in the execution of the steps of the procedure without the wizard and in the extended version. Makes it possible to understand the logic of the Campaign-Target-Newsletter relations underlying the transmission; we therefore recommend using this method initially, and then exploiting the wizard shortcut once you have understood the logic. Below, we examine the 3 steps in detail. **Step 1:** Create a campaign or access an existing campaign. **Step 2:** Define the campaign Target recipients. **Step 3:** Define the email template for the newsletter. **Warning!** The manual procedure is recommended when you need to create another newsletter within the same campaign. # 6.1.1 Step 1: Campaign [![Step_1_Campaign.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/step-1-campaign.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/step-1-campaign.png) In order to create a regular newsletters (e.g. with weekly frequency) addressed to a specific target in your database, you must first create a new campaign that will act as the newsletters “container”. Note that “Campaigns” is a horizontal module that can be used also for other kinds of campaigns, such as telemarketing or events. Create a new record from Campaigns with the CREATE button Most of the fields shown are optional. If you are creating a newsletter-type campaign, fields like Revenue, Budget and Costs are less relevant (so you can omit them) compared, for example, to a trade show type campaign.
**Campaign Name** Choose a name based on the objective
**Campaign Type** Choose the campaign type from the picklist (admin-editable values)
**Product** Select a product from the CRM and link it to the campaign, if relevant
**Campaign Status** Select the status (list can be changed by the administrator)
**Expected Close Date** Date on which campaign will be ended
**Expected Revenue** Amount of profit expected to be generated by the campaign
**Budget Cost** Costs incurred for the campaign (indicated e.g. for trade show type campaigns)
**Assigned to** User or group responsible for campaign management
**Target** Describe target to which the campaign is addressed (Information text field)
# 6.1.2 Step 2: Target At this point the campaign recipients target must be defined, associating Targets and Campaigns. In the campaign tab, select the Target module and then Add Target in the Relations menu. If the target has already been created, use Select Target to select it. **N.B.:** you can add more than one. [![Targets_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/targets-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/targets-1.png) The target is composed of lists of names, a set of accounts, contacts and/or leads (also of other targets). The names are loaded either individually (with single name search) or by means of filters. [![targets_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/targets-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/targets-2.png) Choose the module concerned in the relations menu, select the filter from the drop-down menu and click Load List. The filter must be already available (e.g.: Filter Customers in Foreign Companies) and then used as a target. [![targets_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/targets-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/targets-3.png) **N.B.:** With this new function it is no longer necessary to reload a target in order to manage a newsletter. The target will be updated automatically in two ways (user selectable): - **Incremental:** names are added to the target based on the initial filter. Does not take into account filter variations that result in record exclusions; - **Synchronised:** varies upward and downward based on the filter. ***This update will occur automatically every 6 hours thanks to a cron that allows you to reload the records to the target automatically. In addition, automatic synchronisation is performed when the Newsletter is sent, or when the user decides to click on the Send Email button.*** If the Target is set to **Target Type = Dynamic and Synchronisation Type = Synchronised**, in the Accounts, Contacts and Leads relationships, the **Add** and **Select** buttons of the relative entities will not be available. In the example in the above figure, the target includes 498 accounts, 2 contacts and 0 leads. The campaign, which involves sending a newsletter in our case, will be addressed to this set of recipients. Note. The Newsletter module can manage duplicated email addresses avoiding repeat sends to the same email address. Therefore, if the target includes an account and a contact associated with the same email address, the newsletter will be sent only once, and no manual clean-up operations will be necessary. The targets can be nested and included, exclusively in order to group specific customers together. For example, you can create an Italy target (parent target) containing a target for each Italian region (included targets). When you send the newsletter, it is sent to all recipients indiscriminately. The function is display only. [![targets_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/targets-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/targets-4.png) # 6.1.3 Step 3: Newsletter Return to the campaign record and, through the “Relations” menu, choose the Newsletter module then choose Add Newsletter. A new newsletter tab will be created.
**Newsletter Name** Choose a name that is connected to the newsletter objective (the name remains internal to vtenext)
**Campaign** This field is filled in with a connection to the “parent” campaign
**Date scheduled** Schedule the date on which the newsletter is to be sent out
**Newsletter sending hour** Schedule the time when the newsletter will be sent out
**From Name** Name of the sender, which will be visible to the recipients
**From Address** The newsletter will appear to recipients as having been sent from the indicated address, to which they can send replies (we suggest using an existing and monitored address)
**Scheduled** The default field is set with the value “No”. It will automatically switch to “Yes” when you give the order to send. Therefore No identifies a newsletter created but not scheduled / sent, while Yes indicates a scheduled / sent newsletter.
[![Newsletter_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/newsletter-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/newsletter-1.png) You must now associate a template with the newsletter, subsequently defining the contents that your target will receive in the mailbox. Use the “Select an Email template” panel located in the “Other” menu. [![Newsletter_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/newsletter-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/newsletter-2.png)
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1639576305824.png) select a template from among those present in the system
[![crea.png](https://usermanual.vtenext.com/uploads/images/gallery/2019-12-Dec/scaled-840-0/crea.png)](https://usermanual.vtenext.com/uploads/images/gallery/2019-12-Dec/crea.png) create new template
![](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/image-1639576348188.png) edit the selected template
**[![Send Email.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/send-email.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/send-email.png)** Send or schedule transmission in accordance with the Campaign-Target-Newsletter setting
[![Send test email.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/send-test-email.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/send-test-email.png) a test of the newsletter is sent to the user’s email address (always recommended)
[![Preview email.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/preview-email.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/preview-email.png) displays a template preview window (always recommended)
[![Stop sending.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/stop-sending.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/stop-sending.png) It allows to stop sending newsletter
**Notes on sending.** Once you have clicked on “Send email” the newsletter is scheduled to be sent on the date and at the time indicated in the **Schedule Date** and **Schedule Time** fields (if these values are referred to the past the newsletter will be sent immediately), with the parameters entered in “Sender Name” and “Sender Address”. Once you have clicked the button the action **cannot be cancelled from the interface**. **Warning!** To ensure the Newsletter sending operation is successful, you must configure cronjob on the server on which vtenext is installed. For more details, refer to the chapter CRONJOB – Processes to schedule. # 6.1.4 Special variables in the newsletter template Refer to the previous sections for the general template configuration instructions. There are special variables available for newsletter templates. **Variables common to the target** A single variable for mapping different fields according to the target. For example, with Name you can map: - Account name for the Accounts recipients included in the target; - Contact name and surname for the Contacts recipients included in the target; - Leads name and surname for the Leads recipients included in the target. How to insert a special variable: after taking a block of text, it is possible, by clicking inside it (double click), to insert the variables coming from the Lead, Companies, Contacts modules. The button “GDPR and Privacy” re-adresses the receiver to the Web App. [![insert_variable_1.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/insert_variable_1.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/insert_variable_1.jpg) *Detail of the choice of the module for inserting the variable* [![insert_variable_2.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/insert_variable_2.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/insert_variable_2.jpg) *Detail choice of the variable* [![insert_variable_3.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/insert_variable_3.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/insert_variable_3.jpg) *By clicking on INSERT, the variable will be positioned where desired* **Unsubscribe link** To respect the right of the contact to stop receiving communications, an unsubscribe link must be inserted in the Newsletter template. To insert the link, which is a special variable, go to the bottom of the email body and write a phrase such as: **“to stop receiving these messages, click”**. **N.B.: in the "test email" this link does not work because it cannot recognize you as a target, so it will deliver a blank page.** Position the cursor after the word “click”, leaving a space, then enter the variable as shown below: [![unsubscription_link_1.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/unsubscription_link_1.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/unsubscription_link_1.jpg) [![unsubscription_link_2.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/unsubscription_link_2.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/unsubscription_link_2.jpg) The variable will still be shown in the template in its original state. Only the recipient, on receiving the email, will see the word “here” in place of the string (hence the wording will be “click here” and the word “here” will be clickable). The recipient will be asked whether they wish to unsubscribe from all communications or only from this campaign newsletter (in this case it may occur, for example, that the user is still interested in receiving newsletters concerning a different topic, if the user's name is within the target of another campaign). The button "Gdpr and Privacy Policy" refers the target recipient to [**the Web App**](https://usermanual.vtenext.com/books/user-manual-vtenext-2004/chapter/7-modulo-gdpr). [![unsubscription_link_3.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/unsubscription_link_3.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/unsubscription_link_3.jpg) **Preview link** We suggest inserting a special variable in the template, to be replaced with a link to view the newsletter as a web page. This is because some clients could restrict the display of newsletter elements (e.g. blocking images). [![newsletter_preview.jpg](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/newsletter_preview.jpg)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/newsletter_preview.jpg) # 6.1.5 “Create Newsletter” wizard As explained in section 6.1, the create/send procedure can be facilitated with the "Create Newsletter” wizard. In practice, the wizard proposes a 5-step procedure to create a newsletter. [![Newsletter_wizard-VTENEXT-20-04.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/Newsletter_wizard-VTENEXT-20-04.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/Newsletter_wizard-VTENEXT-20-04.png) **Warning!** If you click the "Create Newsletter" button from the Campaign module list view, a new campaign will be created containing the new newsletter. Steps of the newsletter wizard: - **Select recipients:** select Target, Accounts, Contacts and/or Leads and filters available - **Template:** choose one of the existing newsletter templates or create a new one - **Newsletter data:** information concerning the newsletter transmission (Sender's Name and Address will be visible to recipients, Newsletter Name and Description are vtenext internal data. Note: the email subject is part of the template, step2) - **Test:** display preview and send a test email. In the test email the preset fields will be mapped with the variables. N.B. The unsubscribe link doesn't work in the test mail while the preview link works correctly. - **Schedule:** send immediately or schedule transmission for a future date / time **N.B.** When a creating a newsletter using the Wizard you can create a new template or edit an existing one. If you opt for the latter solution, the template created can be used exclusively for the newsletter created with the wizard and not for other newsletters. **Warning:** from vtenext 20.04 a **[new newsletter editor composer](https://usermanual.vtenext.com/books/user-manual-vtenext-2004/page/616-new-newsletter-editor)** has been included. This tool combines different functionalities in order to help users building HTML templates without using code strings. It is a perfect solution to replace the common WYSIWYG editors, which are helpful to change contents but not fit to create HTML structures. The CRM creates a copy of the original template with the changes made during the wizard, but it is not possible to retrieve the modified template to create other newsletters. If a search is performed from SETTINGS > EMAIL TEMPLATES, the only template available will always be the original or starting template. [![newsletter-step1.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/newsletter-step1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/newsletter-step1.png) *Wizard Step 1* *[![newsletter-step2.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/newsletter-step2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/newsletter-step2.png) Wizard Step 2* *[![newsletter-step3.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/newsletter-step3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/newsletter-step3.png) Wizard Step 3* *[![newsletter-step4.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/newsletter-step4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/newsletter-step4.png) Wizard Step 4* *[![newsletter-step5.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/scaled-840-0/newsletter-step5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-07-Jul/newsletter-step5.png) Wizard Step 5* # 6.1.6 New Newsletter editor From vtenext 20.04, a new newsletter editor is available and allows creating newsletter in a easier way. HTML code knowledge is not needed, all the elements needed can be managed using the drag and drop function. Here you can see the new tool: [![6.1.6 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-6-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-6-1.png) Here below you can find all the icons of the tools available:
[![newsletter_responsive_icons.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_responsive_icons.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_responsive_icons.png)Allows to test the preview choosing among: - Desktop - Tablet - Mobile
[![newsletter_view_components.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_view_components.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_view_components.png)Allows to activate/deactivate the templates' construction lines
[![newsletter_fullscreen.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_fullscreen.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_fullscreen.png)Allows to activate/deactivate the full screen display mode. This mode eases the construction of templates
[![newsletter_view_code.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_view_code.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_view_code.png)Allows the HTML code visualization
[![newsletter_import_template.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_import_template.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_import_template.png)Allows the template import by coping and pasting the source code
[![newsletter_toggle_images.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_toggle_images.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_toggle_images.png)Allows to momentarily hide all the pictures in the template
[![newsletter_edit_code.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_edit_code.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_edit_code.png)Allows to edit the source code
[![newsletter_open_style_manager.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_open_style_manager.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_open_style_manager.png)After selecting an element in the newsletter template click on this icon to access all the editing options available (Size, Style, Decorations)
[![neewsletter_settings.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/neewsletter_settings.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/neewsletter_settings.png)After selecting an element in the newsletter template click on this icon to access all the setting options available. The options change according to the selected element. Here below some examples: - Text: ID e Title - Link: Title, Href (Url), Target (Same window, Different window) - Image: Alt - ecc.
[![newsletter_open_layer_manager.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_open_layer_manager.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_open_layer_manager.png)Allows to display the layers on where the template is built. In this way the user can easily switch from one div to another.
[![newsletter_open_blocks.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_open_blocks.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_open_blocks.png)Activates the display of all the blocks and elements available to build the template
Available blocks
[![newsletter_1_section.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_1_section.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_1_section.png)Adds a tab with a cell
[![newsletter_1_2_section.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_1_2_section.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_1_2_section.png)Adds a tab with two cells vertically divided
[![newsletter_1_3_section.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_1_3_section.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_1_3_section.png)Adds a tab with three cells vertically divided
[![newsletter_3_7_section.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_3_7_section.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_3_7_section.png)Inserts a tab with two cells vertically divided, 25% on the left and 75% on the right
[![newsletter_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_button.png)Adds a button with the possibility of generating a link and changing its title
[![newsletter_divider.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_divider.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_divider.png)Adds an horizontal division line
[![newsletter_text.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_text.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_text.png)Tool to add a text block, text can be formatted only by diversifying the blocks (each block can have only one format)
[![newsletter_text_section.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_text_section.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_text_section.png)Tool to insert a text area
[![newsletter_image.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_image.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_image.png)Allows to insert an image, uploading it from the computer or linking the URL
[![newsletter_quote.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_quote.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_quote.png)Allows to insert a “quoted” text
[![newsletter_link.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_link.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_link.png)Allows to insert a link. Once this tool is selected click on the settings icon to set the link’s URL
[![newsletter_link_block.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_link_block.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_link_block.png)Allows you to set an area, where you can insert an image that will have to be linked, for example, to your website
[![newsletter_ordered_list.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_ordered_list.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_ordered_list.png)Tool to create a numbered list
[![newsletter_unordered_list.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_unordered_list.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_unordered_list.png)Tool to create a bullet list
[![newsletter_unsubscription_link.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_unsubscription_link.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_unsubscription_link.png)Allows to insert the unsubscription link
[![newsletter_preview_link.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_preview_link.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_preview_link.png)Allows to insert the preview link
[![newsletter_spacer_block.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_spacer_block.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/newsletter_spacer_block.png)Tool to insert a space, among the newsletter’s elements
# 6.1.7 Newsletter Template Creation Now we will learn how to create a new Newsletter Template by using the drag&drop editor. Accessing the editor, at the top right we will find the edit / action buttons, while the right column will change according to the selection made on the previously indicated buttons. By default, we find all the blocks with the elements available to create a new template (see following image). [![6.1.7 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-1.png) Use the button to create **1 section** by dragging it into the workspace (white space in the centre of the screen). [![6.1.7 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-2.png) At this point it is possible to insert an element inside this cell, like for example a logo or a block of text. We proceed with the insertion of the image of a company logo, dragging the **Image button** in the space previously created. [![6.1.7 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-3.png) Select the image to upload on the pc or paste the absolute URL near the button **Add Image**. [![6.1.7 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-4.png) Now you can manage length and height in order for the image to be responsive. It is best to click on the image to make it active and then click on the icon to **Manage Styles ![newsletter_open_style_manager.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_open_style_manager.png)** and provide a **percentage size for the lenght** (eg. 30%) while leaving all the other dimensions in **Auto**. In this way the image size will auto adapt into each device (you can test it by acting on the icons ![newsletter_responsive_icons.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_responsive_icons.png)). [![6.1.7 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-5.png) By clicking on the icon that allows to go black to the complete blocks ![newsletter_open_blocks.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_open_blocks.png) list we can continue the creation of our example template by adding a list of elements that could useful to use the combo image/text. Now select the button **Open Blocks** and drag it on the work area. [![6.1.7 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-6.png) In this way, two lines will be created containing images and text, which can be **modified as desired as previously seen**. By clicking on the icon **Open style manager** ![newsletter_open_style_manager.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_open_style_manager.png) it will be possible to manage the text style. Attention! Each text block can have only one format. So, taking as an example the two lines previously created, I can decide what are the dimensions and the font for the titles and for the pure texts, but if I decide that for the first title (Supercar in the example) I want to put the Arial font and size H1, the second title will also change accordingly (Old School in the example). The same will happen for the texts in the cell below. Now insert a block text dragging the text button ![newsletter_text.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_text.png) in the work area and write the desired text. [![6.1.7 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-7.png) Now let’s suppose we want to create a link for a portion of the text previously created, just select it and click on the link icon that will appear in the toolbar. [![6.1.7 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-8.png) In the end we add the preview and the unsubscription links. By dragging and placing the two buttons we can complete the configuration of our template. In the example image we can see how to insert the unsubscription link. [![6.1.7 [9].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6-1-7-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6-1-7-9.png) That’s all. You can add, remove, arrange all the newsletter components by using your new tools. In addition you can also add a pre created HTML code, designed by your marketing department or downloaded by the internet by using the button ![newsletter_import_template.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/newsletter_import_template.png). # 6.2 Email Sending Statistics and more Once you send an email, you can access the Statistics tab from the Campaigns module to view an overview of statistics and details for individual statistics. [![Email Sending Statistics and more_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-sending-statistics-and-more-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-sending-statistics-and-more-1.png)
**Message Queue** emails that have not yet been sent (when sending is complete, this column must be blank)
**Sent messages** correctly sent and received emails
**Viewed Messages** for each opened email: number of times the email has been opened, date and time of first and latest opening, link to recipient’s record
**Tracked Link** if there are any links in the body of the email, the system tracks the number of clicks by each recipient for each link
**Unsubscribes** recipients who clicked the unsubscribe link
**Bounced Messages** emails sent but not received by the recipient (due to unresponsive server, full mailbox…)
**Email failed** email that have not been sent (probably due to the address error)
**Suppression List** suppressed email addresses
[![Email Sending Statistics and more_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/email-sending-statistics-and-more-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/email-sending-statistics-and-more-2.png) From each of these headings new targets can be created with the ‘Create a target’ button or the records can exported to an Excel file with ‘Export list’. The Statistics section provides access to statistics for the entire campaign (thus considering all the emails related to that campaign), or for a specific newsletter. # 6.2.1 Manual unsubscriptions management You can decide manually to send or not send newsletters to a single Contact, Account and/or Lead by means of the “Receive Newsletter” field (enabled by default). In this manner, no further newsletter campaigns will be sent to the email address in question. [![Manual unsubscriptions management_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/manual-unsubscriptions-management-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/manual-unsubscriptions-management-2.png) Alternatively, by means of the OTHER button located at the top right of each record detail view, you can click on the DISABLE NEWSLETTER RECEPTION button. [![Manual unsubscriptions management_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/manual-unsubscriptions-management-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/manual-unsubscriptions-management-1.png) # 6.2.2 Requirements and settings for use of the Newsletter module For correct use of the Newsletter module the following requirements must be met, or the following configuration must be applied: **vtenext must be public** (accessible via Internet): this requirement guarantees correct tracking of the opening of emails and clicks on the links they contain. Make sure the variable $site\_URL of the file /htdocs/config.inc.php is set to the vtenext public address. Example: $site\_URL = ‘https://crm.dominioazienda.it’; **Configuration of email address for Bounces:** Bounces are invalid email addresses to which Newsletter sending has failed. A dedicated email address is needed for the management of bounced messages, using the company mail domain, i.e. the domain show in Settings > Mail server > SMTP. **Warning!** If the domain is different there’s a risk that the emails sent from the Newsletter module are marked as spam. # 6.2.3 Newsletter Configuration (SMTP) From Settings > Other Settings, is possible to access the newsletter configuration page, which allows, interface side, to configure a dedicated SMTP for mass mailing with marketing purpose. [![6_2_3-Newsletter-Configuration.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/6_2_3-Newsletter-Configuration.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/6_2_3-Newsletter-Configuration.png) *Configuration interface of the dedicated SMTP for Newsletter* [![6_2_3-Newsletter-Configuration_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/6_2_3-Newsletter-Configuration_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/6_2_3-Newsletter-Configuration_2.png)*Editing dedicated SMTP for Newsletter* Clicking on Edit, is possible to set a series of parameters to configure a dedicated SMTP to send Newsletter, below parameters details:
**Server name** es. smtp.nomedominio.it
**Port** The SMTP server port to use for sending emails es. 465
**User name** The username for the account used to send emails linked to the particular SMTP with relay rights on all inbox
**Password** The password for the account used to send emails
**Requires Authentication** Check if the server needs authentication for the login
**Send rate** Maximum number of email sent daily
**Address exclusion policy** **Campaigns:** it excludes only the unsuscribe people of that campaign **Global:** it excludes all unscribe people of the crm
**Bounce settings IMAP** All the settings for the bounce inbox. In that folder will be directed the bounced emails, that are emails which even if have been set correctly, they are blocked and sent back to the sender. Thanks to the configuration of this inbox all the bouced emails will be located in that inbox without clogging the sender.
# 6.3 SMS Module vtenext can be enabled to send SMS text messages. To configure the transmission of SMS messages, login in as an Admin user and go to Settings > Outbound SMS server. To enable the transmission of SMS messages from vtenext you need to set up an email-to-sms service. This service can be requested from your mobile communications provider or by contacting vtenext partners. Once the service has been set up you can define the email addresses authorised to use the service. In general, to send an SMS from the email function simply send an email to a recipient address with the following structure: country code and callee number @ service provider domain.it/ com/… To use the service directly from the recipient record (lead or contact), click SEND SMS in the green OTHER tab: the system automatically composes the recipient’s email address without the user being aware or being able to view this operation. In summary, to set an SMS message you must specify the following information in vtenext: - data of the mailbox enabled to send SMS messages; - country code; - SMS service provider domain.
**Server Name** Specify the outbound email server address referred to the mailbox enabled for sending SMS messages
**User Name** Login to access the mailbox
**Password** Password associated with the mailbox
**Requires Authentication?** Specify Yes/No depending on the characteristics of the email server (generally Yes)
**Domain to apply to SMS numbers** This info is supplied by the SMS service provider
**SMS service account** State the account name for the SMS service; this information is supplied by the SMS service provider
**Code to apply to SMS numbers** Specify the country code (39 for Italy)
**Name displayed in the SMS message** This function depends on the service provider - it might not be enabled
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564666096445.png) Server name \* = It may be necessary to add the port (e.g. mail.miodominio.it:port) SMS service account \* = It may be necessary to use the email address entered in the Username field. (es. box.enable@mydomain.com) # 6.4 FAX Module vtenext can be enabled to send faxes. To configure the transmission of Fax messages login as an Admin user and go to Settings > Outbound Fax server. To enable the transmission of faxes from vtenext you need to set up an email-to-fax service. This service can be requested from your mobile communications provider or by contacting vtenext partners. Once the service has been set up you can define the email addresses authorised to send faxes (faxes can only be sent from authorised email addresses). To send a fax from the email function simply send a mail to an address with the following structure: country code and callee number @ service provider domain . it/ com/… The following must therefore be indicated in vtenext: - Data of the mailbox enabled to send Faxes - Country Code - Fax service provider domain
**Server Name** Specify the outbound email server address referred to the mailbox enabled for sending faxes
**User Name** Login to access the mailbox
**Password** Password associated with the mailbox
**Requires Authentication?** Specify Yes/No depending on the characteristics of the email server (generally Yes)
**Domain to apply to fax numbers** This information is supplied by the fax service provider
**Fax service account** State the account name for the fax service; this information is supplied by the fax service provider
**Code to apply to fax numbers** Specify the country code (39 for Italy)
**Name displayed in the fax message** his function depends on the service provider - it might not be enabled
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564666460397.png) # 7 Modulo GDPR # 7. vtenext GDPR Web App The vtenext GDPR APP is a self-service tool for personal data management by customers. To allow customers to use this tool, a campaign must be created in vtenext for contacts and leads, with an invitation to access the Web App. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564666864956.png)![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564666871844.png) Each contact in the CRM will be able to use the vtenext GDPR App and, after registering and confirming the account, will be able to use all the functions. The contact can **edit his/her data, give consent for processing** and for profiling operations or **remove his/her details from the databases**. Contacts can also manage any duplicates simply by selecting the main entity to be considered and, automatically, all the data present in the duplicate fields will populate the chosen profile. The operations performed on the app by the contact and confirmed by means of a link received with a notification email will be updated in real time in the CRM and on the databases of connected systems (ERP, HR applications, etc.) # 7.1 How to create contact campaigns **Requirements:** Use vtenext 19.10, making sure the system is configured for sending emails **1)** Firstly you must check the GDPR settings by clicking on Settings: [![How to create contact campaigns_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-1.png) **2)** Click on the ‘Customer tools’ menu and then on the ‘GDPR’ section [![How to create contact campaigns_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-2.png) **3)** At this point all the GDPR app settings are shown, divided into blocks: - **Webservice** – CRM URL, user's access key (default administrator), username, language and app logo are indicated - **Template** – The templates are selected for various requirements (support, access, confirmation, changes) - **Privacy Policy** – To specify a customised privacy policy [![How to create contact campaigns_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-3.png) **4)** Click on "EDIT" to change the stored parameters. This screen shows the first block (Webservice) [![How to create contact campaigns_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-4.png) **5)** As already mentioned, you can select different templates in this block (Template) to use for support requests, contact logins, contact update confirmation and contact data update notification. [![How to create contact campaigns_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-5.png) **6)** The company's privacy policy is defined in the last block (Privacy Policy); the fields are pre-compiled with a default privacy policy. Make sure the default policy is consistent with your company privacy policy. You can insert images, tables, text, etc. [![How to create contact campaigns_6.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-6.png) **7)** At this point, a new Campaign will be created for transmission of a subsequent informative newsletter concerning the GDPR. Click on the **+CREATE** button [![How to create contact campaigns_7.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-7.png) **8)** When creating the campaign the type must be selected (GDPR in this case). Now save the settings [![How to create contact campaigns_8.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-8.png) **9)** This will therefore become the new Campaign you have just created [![How to create contact campaigns_9.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-9.png) **10)** Now, you must create a new Target to link contacts to the campaign. This can be done from the Target module or directly by clicking on the TARGET relation shown in the details of the CAMPAIGN you have just created and clicking on ADD TARGET [![How to create contact campaigns_10.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-10.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-10.png) **11)** The required fields must be defined and then the information must be saved [![How to create contact campaigns_11.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-11.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-11.png) **12)** Once saved, click on Contacts from the Related List alongside to select the contacts. Select a filter and click on "LOAD LIST" [![How to create contact campaigns_12.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-12.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-12.png) **13)** If you decided to create the Target directly from its module at point 10), you must remember to link it to the previously created campaign. To do this, simply enter the Campaign [![How to create contact campaigns_13.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-13.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-13.png) **14)** A popup will now open showing a list of the Targets present in the system. Select the Target you have just created, in this case GDPR Target, then click on ‘ADD SELECTED’ [![How to create contact campaigns_14.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-14.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-14.png) **15)** At this point the Campaign is related to a target, which is in turn related to Contacts. You can now create a Newsletter to send the communication. From the campaign Related List click on Newsletter and then on ADD NEWSLETTER [![How to create contact campaigns_15.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-15.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-15.png) **16)** Proceed by filling in the necessary fields, specifying name, language, sender’s name and email address with which the newsletter will be sent. Once saved, go to the Newsletter Details to select an Email Template as described in the next screen [![How to create contact campaigns_16.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-16.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-16.png) **17)** From ‘Other’ icon, click on the symbol to select a Template Email. [![How to create contact campaigns_17.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-17.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-17.png) **Make sure the variable is present in the template** [![How to create contact campaigns_21.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-21.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-21.png) The variable is inserted in a link that can be associated with the following elements: - **Button** - **Image** - **Text** When the user choose the selected element, in the GDPR template above has been selected the button, paste the variable through the setting option within the Href field. [![How to create contact campaigns_22.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-22.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-22.png) **18)** Select the Template you have just created or the default template entitled "GDPR – Default newsletter – IT", which contains the link required for the various procedures [![How to create contact campaigns_18.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-18.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-18.png) **19)** At this point you can click on Send Email to plan the Newsletter to be sent at a scheduled time. Once it has been clicked, the ‘Scheduled’ field will be changed as shown below [![How to create contact campaigns_19.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-19.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-19.png) **20)** Once the email has been sent to the contact, several fields of the contact record will be updated, namely the newsletter sending date ‘GDPR sending date’ [![How to create contact campaigns_20.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/how-to-create-contact-campaigns-20.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/how-to-create-contact-campaigns-20.png) **21)** The contact will receive an email with a verification link. When the link is clicked, an App confirmation page will open. The recipient can tick his/her data security preferences only after completing the access. The associated values will be updated in the contact record ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669529168.png) # 7.2 The App in detail **Process start email** A pre-compiled email template introduces the requirement to confirm your choices concerning personal data processing. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669675114.png) **1 Welcome landing page** A simple online form is provided for verification of the effective possession of the mailbox in question. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669729863.png) **2 Sent Confirmation** Message mail has been sent. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669751835.png) **3 Accept privacy policy** The functions provided by the app become available only once the privacy policy has been accepted. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669843469.png) **4 Separate “Granular” Consent** Profiling or data processing options can be confirmed individually. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669867569.png) **5 Merge contacts** The app offers the facility to merge different contacts associated with the same email address. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669895013.png) **6 Update your data** The customer can consult or update his/her personal data completely independently. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669915684.png) **7 Right to anonymity** Deleting personal data makes the contact anonymous, keeping the information supplied for commercial purposes. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669939281.png) **8 Data portability** The contact can download his/her data in portable CSV format. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564669987992.png) **9 Something wrong?** An information request form is provided to open a ticket directly in the associated VTE. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564670013371.png) **10 Data always under control** The app functions therefore make it possible to manage data processing in self-service mode. Using vtenext as a HUB to collect information from external sources such as ERP, Ecommerce, Mailing Tools, Lead Collection Forms, guarantees unified management of the GDPR and independent maintenance of collected data and consent forms. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564670031814.png) ##### The app can also be used in the desktop version ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564670056740.png) ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564670061433.png) ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564670067248.png) **vtenext GDPR KIT** To guarantee correct management of the operations and processes connected to the GDPR directive, vtenext has developed the **GDPR KIT**: a complete solution that includes an additional module for vtenext, structured in the two sections **“Processing Register”** and **“Assumption Kit”**. # 7.2.3 Employee Module The employee module allows you to register your internal and external employees and co-workers in vtenext. Whenever a new user is created, a new employee record is generated automatically. The module can be managed like all the others, modifying the “employment type” picklist items or adding new fields freely. The Name and Surname default fields and all those present in “User Information” cannot be changed using this module but only from “User Preferences”. Whenever changes are made from user preferences they are replicated in the Employees module. The employee record can be connected to one of the four record types in vtenext, namely Lead, Account, Contact or Vendor. [![Employee Module.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/scaled-1680-/employee-module.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-01/employee-module.png) A practical example for the use of this module could be the entry of a personal evaluation for each employee in a field that can be seen only by the Human Resources department (dedicated profile). # 8 Inventory: products, services and price books # 8 Inventory: products, services and price books To manage the sales process via vtenext, first you must define the products/services catalogue, then the specific price books and product lines. These actions make it possible to manage diversified sales activities, customer types that require price diversification, and the vendors purchasing cycle. As for the other vtenext modules, to create a product simply click on the[![create_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/create_button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/create_button.png) icon in the module. [![8 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1.png) **Key fields:**
**Product Name** Name of product
**Product Code** This value appears in Quotes, Sales Orders, Invoices and Delivery Notes
**Vendor** Allows the product vendor record to be linked
**Product active** If active, the product is available for sale (this means that inactive products cannot be entered in quotes, orders, etc.)
**Unit Price** Unit sale price, proposed in the quote, order, etc.
**Unit Cost** Purchase cost
**Quantity in Stock** Quantity in stock; this value is decreased on creation of an Invoice and increased on creation of a Purchase Order (in Status = Shipment Received)
**Reorder Level** Quantity threshold for reorder
In Pricing Information you can also enter tax and tax percentage, these parameters however requiring an administrator side setting. - Taxes are defined in Settings > Tax calculation - Currencies must be defined in Settings > Currency [![8 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-2.png) # 8.1.1 Products bundle You can create and manage product bundles by defining parent-child type inter-product relationships. Product bundles are useful when managing complex products, meaning “parent” products composed of multiple single “child” products. For example: a fully assembled computer could be classified as a single product because it can be sold ready and assembled by your organisation. Frequently however, it is the customer who wishes to choose the components, in which case a bundle of products must be defined. The relations menu in the product record contains the Bundle Products (single products) box and the Parent Product Box (showing the main product to which the current product relates). This hierarchy is used to create quotes, sales orders and purchase orders. To create a bundle you need to access the parent product record and, in Product Bundle, select Add (to create a new product) or Select (to link a product already present in the database). [![8.1.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-1-1.png) The parent product will appear in the child product record as shown in the figure: [![8.1.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-1-2.png) **Warning!** The price of the parent product is not equivalent to the sum of the prices of the child products because the single prices are defined freely. # 8.2 Product Lines A product Line combines a group of products that meet the same type of needs. In simple terms, a product line can be a goods category, such as Hardware, Software, or Services. vtenext allows you to create such groups using the Product Line module. The record for the line includes a name, an assignee user, a description and an **Annual Budget**. This budget, which must be set year by year, constitutes a profit program estimate for the product group in question. The Products option in the Relations menu can be used to access a list of all the products associated with the line in question and to add new ones. [![8.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-2-1.png) The product lines module produce the statistics present within each linked potentials in addition it generates the statistics within Budget tab linked to all the existing potentials in the CRM. For more information regards the impact of the product lines is suggested to read the chapter **9.4 Budget.** # 8.3 Services Like the Products module, designed to distinguish the catalogue of physical products in the inventory, the Services module distinguishes services such as training and assistance packages, defined by a duration (hours, days, years). Key fields of the Services record:
**Service Name** Name of the service
**Usage Unit and Number of Units** State the unit of measurement of the service and the number of units
**Active** Active means available for sale (this means that inactive services cannot be entered in quotes, orders, etc.)
[![8.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-3-1.png) Taxes are treated with the same configuration as that described for the Products module. # 8.4 Price Books The function of a price book is to collect a set of products whose price changes compared to the unit price, defined in the product record. To create a price book, click on [![create_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/create_button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/create_button.png). [![8.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-4-1.png) To avoid confusion, the Price Book must be given a unique name. The program also allows the insertion of a description for possible future reference. Refer to the information given for the Products and Services modules in relation to the relevant fields. [![8.4 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-4-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-4-2.png) [![8.4 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-4-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-4-3.png) Once you have associated a product/ service to a price list, you can retrieve the price list when you are filling out invoices, quotations and sale orders. [![8.4 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-4-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-4-4.png) By clicking the icon ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555419575410.png), on on every product line, it is possible to display the list of the price books which includes the product and select the desired one. # 8.5 Products and Services Import/ Export With the export and import functions, you can exchange vtenext data with a large number of third-party programs. All product/service data can be exported or imported in .csv format. For details on the import/export procedure, please refer to the relevant chapter. [![8.5 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-5-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-5-1.PNG) # 8.6 Inventory : Terms & Conditions You can reach this option from Settings > Other settings > Inventory: Terms and conditions. It allows you to formulate the terms of sale which will automatically appear each time a quote is filled in. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565343282363.png) # 8.1.2 Configurable products and product variants From vtenext 20.04 it is possible to manage product variants with the new module **Configurable Products**. By following the logics of a normal e-commerce we can manage father products and the related variants. Let’s make an example to better understand this function.
**Product Name** **Features names** **Possible values**
**iPhone** Memory 32Gb, 64Gb, 128Gb
Color Black, White, Gold
**T-Shirt** SizeS, M, L, XL, XXL
ColorWhite, Red, Green
For each father product it is possible to create infinite variations. Let’s see how: [![8.1.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-2-1.png) *Creation of a Configurable Product with Variants* [![8.1.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-2-2.png) *Detail of a configurable product with values* In the end a product will have to be created (from the vtenext standard **Products** module), and then we can select the pre set variables as shown in the image below. The product’s name, for example iPhone 32Gb, and the selected variables will be Memory 32Gb and Color Black. Moreover, it will be possible to add a **SKU** (Stock Keeping Unit) code for the product. This identification code of a warehouse-managed item is usually assigned to a product in order to identify it. [![8.1.2 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-2-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-2-3.png) *Detail product with variant information set* When a new quote is filled in it will be possible to create a new iPhone product, like we can see in the example, this will allow us to search all the possible variants. Note that, from the quote module, the research of products with variants works only if at least a product with the related variant exists. *[![8.1.2 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-2-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-2-4.png)* *Detail of research of products with variants in the quote module* *[![8.1.2 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8-1-2-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8-1-2-5.png)* *Detail of selected product in the quote module: variants are inserted in the product description* # 9 Sales: from the potentials to the invoice # 9 Sales: from the potentials to invoice The main modules and processes involved in the pre-sales, sales and after-sales phases are: - Leads - Potentials - Quotes - Sales and Purchase Orders - Invoices - HelpDesk and FAQs What are normally defined as marketing lists (from websites, word-of-mouth, fairs or various suppliers) are managed with the Leads module. As explained in the first part of this manual, the sales person who manages the lead will convert it into a customer (company and/or contact) only after the expression of real interest. With this method, it is possible to keep a clear distinction between activities for potential customers and those for customers that have already acquired or are under negotiation. All commercial activities proper are therefore carried out on Accounts and/or Contacts. You will find many connection possibilities from the company/contact reports menu as all CRM revolves around the customer. Let us now look at the business and administrative processes in detail: Potential, Quote, Sales Order, Invoice. # 9.1 Potentials A potential is established if there is a real interest in your products/services from both potential and current customers, opening up a negotiation process. If it is not created automatically through conversion (see the section on Leads), you can subsequently add the potential to the Company to which it is addressed, through the relations menu. The potential is the container of the negotiation and all the information, documents and communication between you and the customer strictly related to the individual negotiation. In addition, the tool has commercial forecast and report objectives that should not be overlooked (e.g. the Budget tool available for this purpose). The option of customising the registry by modifying the fields through Layout Editor also applies to Potentials, as for all the vtenext modules. [![9.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/tdL9-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/tdL9-1-1.png)
**Potential Name** Name of the potential
**Amount (€)** Useful for anyone wishing to make predictions about the value of open potentials, even though the initial value may be indicative. It is self-calculated at the time of linking with a quote if product lines have been organised
**Account name** Link to the customer company present in the CRM
**Expected Close Date** Expected date of conclusion of the deal
**Type** Allows for cataloguing between existing and new business
**Next Step** The next step in the negotiation
**Lead Source** Reports the origin of the lead, in the event that the potential arises from a lead conversion
**Sales Stage** Important to know the state of progress of the negotiation
**Assigned to** By default, assigned to the user who creates it. Identifies the salesperson who manages the negotiation
**Probability (%)** Probability of success of the negotiation which, multiplied by the amount, makes it possible to obtain a plausible forecast of the value of the single potential
**Campaign Source** If the source is an ongoing or completed campaign, you can link it
Potentials can also be exported and imported via .csv (see relevant chapter). # 9.2 Quotes You can create a new quote through the reports and Add Quote menu from the potential, company or contact registry. **NB.**: a quote cannot be created starting from a lead**.** Alternatively, you can create a new quote from the Quotes module using[![image-1645108836389.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/image-1645108836389.png), ](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/image-1645108836389.png)entering the links to the customer manually.
**Subject** It is recommended that the name of the company and/or the project be mentioned to facilitate searches
**Potential name** Link field of the quote to the relevant business potential
**Quote Stage** Important for knowing the state of progress of the negotiation. The statuses can be freely set by the system administrator
**Valid Till** Expiry date of the offer
**Contact Name** Connection with the contact person (equivalent to "for the attention of")
**Inventory Manager** The choice of an inventory manager does not involve automatisms, it is a field of view only
**Account Name** Connection with the client company to which the quote refers
**Assigned to** The CRM user who is managing the quote, by default the person creating it
[![9.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/V0k9-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/V0k9-2-1.png) The second part of the data sheet shows the product/service lines. You can enter your product by filling in the appropriate section. For Quotes, vtenext considers all types of taxes and discounts that may be applied to product and service offerings, including local, state or federal taxes as well as special taxes. These taxes can be calculated on each product/service or on the total document. Before selecting the product/service, you should decide which mode to use for taxation. The figure below shows an example for inputting the details of products calculated with the individual mode. In the figure below you can see the details of insertion with the Group mode. Here the total taxes are calculated after the insertion of all the products. [![9.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/hRY9-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/hRY9-2-2.png) In the picture below you can see the detail of the insertion with the “Group” modality. Here the amount of the taxes is calculated after having inserted all the products . [![9.2 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/sXR9-2-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/sXR9-2-3.png)
**Products** Select the desired product or service. You can add a comment for each single product offered
**Quantity In Stock** After selecting a product, you will see here the current stock quantity uploaded automatically
**Quantity** Quantity per item per single offer
**Unit Price** It is displayed as set out in the product data sheet
**List Price** You can use the Price List icon to select a different price from the price list; the price lists containing the product will be proposed
**Discount** You can discount per product line and/or in total, expressed as a percentage of the list price or a precise figure. In the case of %, it is possible to indicate several discounts in sequence by separating the percentages with ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555510804899.png)
**Tax** vtenext calculates taxes based on the information set out in the product data sheet. It is possible to change the tax without changing the product catalogue entry. You can display one tax per line or in total
**Margin** Calculated automatically: it’s the ratio between profit (list price - product cost) and list price
**Shipping charges** You can add additional shipping and handling fees
**Tax on shipping charges** You can add additional taxes on shipping and handling fees
**Adjustment** Rounding the final value upwards or downwards
Once you have saved the quote, you can create or send the relevant PDF using the functions provided by the PDF Maker module panel in the Other menu, at the top right. For more information on the PDF Maker module and printing, please refer to the relevant chapter. You can use the reports menu to specifically link communication with your customer (Messages), appointments (Activities), the scan of the quote with changes that the customer asks you to make (Documents), and so on, to the quote. # 9.3 Sales orders The potential can be considered as obtained when the order confirmation arrives. The order, however, may change from the initial proposed quote. vtenext gives you the option of keeping track of these differences. By default, the Generate Sales Order button from the Other menu of the quote sheet allows you to create the order by transferring the contents of the quote and making any changes. [![SalesOrder.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/salesorder.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/salesorder.png)
**Subject** We recommend including the reference to the company and/or potential to facilitate any future search of the order
**Potential Name** Link between the order and relevant potential
**Customer Number** If you use customer number codes, you can enter the one relating to the order here
**Quote Name** Link to the quote that originated the order
**Purchase Order** If the customer sends you a reference to their purchase order, you can enter it here
**Contact Name** Connection with the customer contact (person you deal with)
**Due Date** Order due date
**Carrier** You can indicate the carrier that will make the delivery
**Status** Important for knowing the state of progress of the order. The statuses can be freely set by the system administrator
**Excise Duty** Special taxes or other costs
**Account Name** Connection with the customer company to whom the order refers
**Sales Commission** Any commissions
**Assigned to** The CRM user who is managing the order, by default the person creating it
# 9.3.1 Recurring billing from Sales Order It is possible to activate the automatic generation of invoices from the sales order through the options in the Recurring Billing Information block. [![9.3.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/kNq9-3-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/kNq9-3-1-1.png)
**Enable Recurring** Tick to enable automatic invoice generation from the sales order, after creating the first invoice
**Frequency** Daily, weekly, monthly
**Start Period** When the recurring billing will start
**End Date** When the recurring billing will end
**Payment Duration** Indicate duration
**Invoice Status** The status that auto-generated invoices will assume by default
**Warning!** For recurring billing it is necessary to enable the CRON of the server on which vtenext is installed! See the relevant paragraph: CRONJOB – Processes to plan. # 9.4 Budget The Potentials module shows information relating to their progress in relation to other linked items. The Budget module is navigable through the tabs shown in the figure: [![9.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/ODk9-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/ODk9-4-1.png) The Information tab directly relates to the potential, while other data sheets relate to the Budget. - **Players:** if inserted, they are data related to contacts, partners and competitors, useful for the negotiation phase.They can be added as new or selected if already present in CRM, and can be profiled according to their role in the negotiation - **Other contacts**: if inserted, they are the contacts (also of different companies) linked to the potential - **Partners:** if inserted, they are the companies that have a partnership relationship with the sales potential company - **Competitors:** if entered, they represent one or more competitors (Companies with field Type = Competitor) linked to the sales potential. Also in this case, they can be selected from the CRM database or added as new [![9_4 Budget_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/9-4-budget-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/9-4-budget-2.png) **Product lines:** information on amounts and profit margins organised by product lines. The products are those included in the related sales order or quote, grouped as set out in the Product Lines module. The amount is the sum of the economic values of all the products present in the potential belonging to a given line. The margin is calculated, again per line, based on the difference between the sales price of the product and its cost. The margin is expressed as a percentage and is calculated by making a weighted average of the products present in the line. The formula used to calculate the margin is: \[SUM(prices) - SUM(costs)\] / SUM(prices)\]. The cost of each product must be defined in the relevant data sheet via the Unit cost field. [![9_4 Budget_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/9-4-budget-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/9-4-budget-3.png) **Charts:** show the historical amounts of the different deals made through the sales potential. vtenext also provides general budget management features based on the information contained in Potentials, Products, Product Lines, Quotes and Sales Orders. Some values in these modules will feed the Budget by Product Line report contained in the Budget folder in the Reports module. You can access them directly by clicking on the "Budget" button in the Potentials menu. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555420236297.png) This report allows you to have an immediate view of your business situation, organised by period of time. You can navigate the data by year, half-year, quarter or month. The following data are presented: - **Budget:** information established in the Yearly Budget field contained within the sections of the Product Lines module - **Best:** sum of the amounts of potentials that have at least 70% probability of closure - **Forecast:** sum of the amounts of potentials that have at least 80% probability of closure - **Worst:** sum of the amounts of potentials that have at least 90% probability of closure - **Closed orders:** sum of the amount of closed sales orders - **Budget Delta:** the difference between the budget established in the relative product line and the amount of sales orders, always relative to the same product line. In essence, it expresses what remains to be done to achieve the planned budget. By default, the report presents information organised by product line. It is, however, also possible to organise it by user assignee of the potential. **Summing up briefly** The Best, Forecast, Worst columns are then counted based on the% chance of closing the opportunity. To be counted in the "Best" column, the opportunity must have a probability of at least 70% closing, to be counted in the "Forecast" column, at least 80% and to appear in the "Worst" column, it must be at least 90%. # 9.5 Invoices The billing module is useful for managing the administrative part in vtenext (amounts to be paid, closed invoices, outstanding invoices) and keeping all the customer history in one platform. The module can be used independently from the Quotes module. Companies often prepare very accurate quotes with long product descriptions, while invoices are almost always summary descriptions indicating amounts and payment methods. The Create Invoice button from the sales order or quote master (Other menu) will open with the invoice already attached, proposing the same content. [![9_5 Invoices.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/9-5-invoices.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/9-5-invoices.png)
**Subject** Invoice name
**Sales order** Link field to the original sales order
**Customer Number** If the customer has an internal code
**Invoice date** Each invoice must have a date
**Payment due date** Due date for payment of this invoice
**Purchase Order** Reference to the customer's purchase order, if any
**Manufacturing tax** Information on manufacturing taxes
**Sales Commissions** Any sales commission
**Account Name** Link to the customer company
**Status** Important for knowing the state of progress of the invoice. The statuses can be freely set by the system administrator
**Assigned to** User who manages the invoice, by default the person creating it
The invoice can be exported to PDF according to the available templates: see PDF Maker chapter. # 9.6 Delivery Notes The Delivery Notes module is used to manage transport documents and is the last step in the sales-administration cycle. [![9_6_Delivery Notes.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/9-6-delivery-notes.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/9-6-delivery-notes.png) Enter the main fields and the products related to the shipment. It is possible to create a Delivery Note starting from a sales order through Create Delivery Note (Other menu); in this case all the data of the sales order will be reported in the Delivery Notes. For PDF printing of the Delivery Note, see the chapter dedicated to the PDF Maker module. # 10 After-sales: trouble tickets and activity tracking # 10 After-sales: trouble tickets and activity tracking The after-sales phase is focused on customer support and requires: - Managing any problems or customer requests about the products/services provided; - Providing the customer with a tool for monitoring the progress of work on each request; - Providing the sales department with an overview of the requests made by customers for each product/service offered; - Managing the design phases after the sale (e.g. orders); - Providing the technician with a tool for completing the intervention report. The HelpDesk module is based on tickets. The ticket represents the request of a customer referring to a purchased product/service that can be associated with various other vtenext entities (Calendar, Accounts, etc.). For example: - To issue a sold license, you can open a ticket that tracks the status and code; - If a client has a service contract, you can open a one-year ticket to inform whoever is to manage it; - If a client calls you with a complaint or a malfunction, you can open a ticket and assign it to a free technician who can intervene. vtenext also offers a FAQ system in which a list of questions and answers for each product/service is available in order to provide guidelines and first level support. The most common tickets can be managed through the FAQ system. # 10.1 Trouble Tickets A ticket applies across different areas: in HelpDesk it is considered as a request by the client, but after the sale it can also be used for internal company requests (non-conformity management) and for project activities (Planning). It is advisable, therefore, to provide for personalised fields to categorise the nature of the ticket. As always, to create a new ticket you can proceed with the button from the HelpDesk module, or with Add Ticket from the report menu of another module. [![10_1_Trouble Tickets_2 .png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/10-1-trouble-tickets-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/10-1-trouble-tickets-2.png)
**Priority** Customisable: usually on indication of the assistance service
**Severity** Customisable: usually it is by indication of the sales person according to the customer's value
**Category** Customisable: e.g. complaint, service under warranty or internal request
**Related to** Link field with a customer data base (Accounts, Contacts, Leads)
**Status** It is essential to know the progress of the ticket (statuses can be changed by the admin user)
**Hours** Hours spent on the ticket; when a contract service is connected to the ticket (unit of hours), this value updates the progress of the contract (at ticket closure)
**Days** Days used for the ticket; when a contract service is connected to the ticket (day unit), this value updates the progress of the contract (at ticket closure)
**Project** Link to a planning sheet (project)
**Project task** Connection to an operation sheet (project phase)
Calendar, Documents and other links allow you to centralise the history of the ticket in the appropriate context, in order to rapidly find information in the future to deal with similar cases. Finally, it is possible to add the client's signature on the intervention report linked to the Ticket. To do this, simply log into vtenext APP and click on the signature icon in the Ticket module. Below is an example of an APP signature: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555420523899.png) The signature will be saved and reported to the Ticket. It will be present both in the specific related list, visible from the browser, and will also be integrated in the PDF Maker template for printing the report. Below you can see an example of signature visualisation via browser and also in the PDF produced by vtenext. [![10.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/eHW10-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/eHW10-1-2.png) [![10.1 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Gtq10-1-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Gtq10-1-3.png) # 10.1.1 Service channels The tickets can mainly come from three different communication channels: **Phone:** the client calls your company to request support, in this case the ticket will be created by your operator manually on vtenext. **Email:** you can dedicate an email address to the management of support requests (example: support@mydomain.com), by configuring the reading of the box in the HelpDesk module. All emails received in the inbox are transformed into vtenext tickets and sorted manually or automatically (according to workflow). The Mail Converter tool allows this. See the relevant chapter. **Customer Portal:** the preferred channel of vtenext, an area reserved to customers where they will be able to open the tickets, which you will receive in real time in the HelpDesk module. You and the customer can have a conversation through comments. The Portal is not only a ticket acquisition channel but also a real management channel for communication with the customer that includes, in addition to the HelpDesk area, FAQs and a series of document-sharing options at the discretion of the admin user. See the relevant chapter for configuration. # 10.2 Timecards It is possible to associate resolution actions with the tickets. This is a second level of detail, if a ticket requires more actions for the problem to be resolved. [![10_2_Timecard.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/10-2-timecard.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/10-2-timecard.png)
**Date** Date of intervention
**Assigned to** User or group of users
**Unit number** Number of units involved in the intervention
**Time** Time spent
**Product** Link to the product concerned
**Ticket** Reference Ticket
**Create Timecard** If active, it allows you to create a new Intervention upon saving
**Change Status** Change reported ticket status
**Assign ticket to** Allows you to reassign the reported ticket
The sum of the duration of Interventions relating to any given ticket is shown in the Hours or Days field of the ticket. # 10.3 SLA The Service Level Agreement defines the level of efficiency that a company is committed to maintaining in regard to its customers with respect to the provision of a service. The efficiency of the support is measured not only in terms of effectiveness, i.e. the achievement of the objective, but also in terms of level of performance with which the objective is achieved. SLAs are generally applied to assistance services and define the time taken to take charge of and resolve reported malfunctions. The timing varies according to the categorisation of the problem: for example, if the problem concerns a blockage in the production process, the expected SLA will be lower than the reporting of a non-blocking malfunction. In the first case, the company will have set an SLA of 4 hours, in the second of 12 hours. The taking charge times consider time slots and working days. For example: the service is guaranteed between 8.00 and 18.00, 365 days/year; the blocking notification (which provides for a 4-hour SLA) is opened at 16.00 on 5 March, thus the expiry of the SLA will be at 10.00 the following day, 6 March. In vtenext, the SLA functionality is integrated with the HelpDesk module, counting the time from the opening of the ticket to when a user takes charge of it. It is displayed in the corresponding block: [![10_3 SLA.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/10-3-sla.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/10-3-sla.png)
**Time elapsed** Time elapsed since opening the ticket (as explained above)
**Time remaining** Time still available before the expiry of the SLA
**SLA start date** Date and time of counting start
**SLA end date** Date and time when the SLA is expected to close
**Update time** Date and time of the last update of the automatically recognised fields\*
**SLA Estimated time** Time allocated to the ticket to resolve and close the problem
**Due Date** The date of closure status is entered automatically
**Due time** Time the ticket is closed
**File SLA** Recognised if the count is completed
**Idle Time Elapsed** Time spent in suspension (see below)
**Out SLA Time Elapsed:** Indicates how much time is being spent in excess of the guaranteed SLA
**Reset SLA** Resets and restarts the count
**Warning!** The frequency of the update depends on the SLA CRON configuration settings in the operating system. The default SLA CRON is disabled, so it must be activated for the module to work. See the relevant chapter: CRONJOB – Processes to be scheduled. # 10.3.1 SLA configuration To configure the SLA module, access the SLA.config.php file in the subfolder where the CRM modules/SLA is installed. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565103664359.png) Then open the file with an editor (e.g. Notepad++): ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564743129873.png) The file allows you to define a series of settings related to the SLA count; details given below. **Module and status field definition** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565104308624.png) **Suspension statuses** It is possible to define one or more statuses for which the SLA count is interrupted: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564743251661.png) In the figure, the SLA count is suspended if the ticket is placed in "Wait For Response" status. **Add a new status for suspension** To add a new state: (a) add a new line to the configuration file as shown in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564743302894.png) (b) enter the value between quotation marks and then the comma as shown in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565104601993.png) **Warning!** The configuration is case sensitive so pay attention to upper and lower cases! ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564743374756.png) **Warning!** For pre-configured and non-removable values, the value must be entered in English (access the CRM in English and view the values e.g. with the picklist editor): ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555420873610.png) **Warning!** For custom values entered through the Standard Picklist Editor, input exactly the value entered: In the figure, the custom value entered is "Waiting for goods" (all custom values entered through the standard picklist editor remain unchanged even when accessing in different languages. In the example in the figure, the value entered in Italian remains unchanged even when accessing in English). (c) save changes. **Statuses for counting to the Deadline** It is possible to define one or more statuses that cause an end to counting: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564747480735.png) **Add a status for the Deadline** To add a new status: (a) add a new line to the configuration file as shown in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564747511526.png) (b) enter the value between quotation marks and then the comma as shown in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565272915207.png) (c) save the changes **Due date and time** It is possible to define whether the Due Date and Due Time fields should be automatically recognised. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564747579957.png) If so, the Due Date and Due Time will be automatically recognised as soon as the Status of the ticket takes on one of the values defined in the Statuses section of the paragraph for Counting to the Deadline. If not, then Due Date and Due Time will have to be manually recognised. **Time slots** It is possible to define the time slot in which the service is to be considered active for each day of the week (therefore counted in the SLA calculation): ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564747701553.png) Let's look at the structure of a line in detail. Each line is made up of two time slots, one for the morning and the other for the afternoon; thus each time slot contains an indication of the start time and end time: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565345570014.png) **Example 1 of modifying a time slot.** Let's suppose we want to change the Wednesday time slot: FROM 8.00-12.00 and 15.00-19.00 TO 8.00-13.00 and 14.30-18.30. Let’s intervene on the line that corresponds to the day “Wednesday” : ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421028289.png) We therefore modify the line that corresponds to Wednesday the file is then saved. **Example 2 of modifying a time slot.** Let’s suppose you want to set Saturday to work only in the morning time slot 8.00-12.00. We therefore modify the line that corresponds to Saturday: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421044153.png) and we remove the code that refers to the afternoon time slot: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421054364.png) so: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421063533.png) and we save the file. **Excluded days of the week** It is possible to define which days of the week can be completely excluded from the counts: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421085028.png) **Add a day to exclude** To add a day to exclude: (a) add a new line as in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421094740.png) (b) indicate the sequence of the day followed by a comma: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565345680094.png) Correspondence days and progressives:
**Days** **Progressive number**
**Sunday** 0
**Monday** 1
**Tuesday** 2
**Wednesday** 3
**Thursday** 4
**Friday** 5
**Saturday** 6
c) save the file. **Holidays in the year** It is possible to define days in the year that should be excluded from the count (public holidays): ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421138734.png) **Add a holiday** For example, let’s add a Patron Saint’s day and assume it is celebrated on 5 June: (a) add a new line as in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555421148681.png) (b) Indicate the day between quotation marks according to the 'gg-mm' pattern and then a comma as in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565346015431.png) c) save the file. **Special days** It is possible to define special days. Special days may be: days in the year to be counted, although they are normally skipped; days with a different time window than normal: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564748714780.png) **Addition of a special day:** Let’s suppose you want to define Christmas Eve as 8.00-12.00 and 14.00-16.00, then: (a) add a new line as in the figure: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564750669954.png) (b) then indicate the day and time slot in the format: 'gg-mm'=>Array(Array("hh:mm", "hh:mm"), Array("hh:mm", "hh:mm")), in the example we will add the following line: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564750701293.png) c) save the file. **Calculated fields list** Do not change this section. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565346273214.png) **SLA Estimated Time** The field SLA Estimated Time field must be valorised with the estimated SLA resolution time associated with the ticket: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564750885077.png) **Warning!** During the insertion phase, the SLA Estimated Time must be stated with the value expressed in seconds: [![10.3.1 SLA configuration_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/10-3-1-sla-configuration-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/10-3-1-sla-configuration-1.png) **Automatic reported SLA Estimated Time** It is possible to configure vtenext in such a way as to automatically complete the SLA Estimated Time field through Process manager. Example: If the ticket is defined as blocking, then the SLA Estimated Time is 4 hours; otherwise it is 12 hours. We therefore create a Process that sets the SLA Estimated Time on the basis of the blocking Failure Flag by selecting: 1\. Move to Settings Business process Manager > Process Manager and click on New in the top right corner of the screen. 2\. Insert a title and eventually a descprition alligned to the subject of the process, like in the followin example: [![SLA 2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/sla-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/sla-2.png) 3\. Create a process that starts when the field priority is changed. The process has two different paths: urgent priority or other priorities. Now suppose that Urgent ticket set SLA to 4 hours instead other priorities set SLA to 12 hours; [![SLA 3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/sla-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/sla-3.png)4. Set up the condition inside the task "Change ticket staus" as described below: [![SLA 4.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/sla-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/sla-4.png) 5\. Now Set up the gateway to address the correct task if the process is urgent: [![SLA 6.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/sla-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/sla-6.png) 6\. Lastly set up the two task "Urgent" and "Other priorities" in this way: [![SLA 9.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/sla-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/sla-9.png) *Urgent priority, set the field SLA estimed time to 4 hours (that is 14400 seconds)* [![SLA-8_ok.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/scaled-1680-/sla-8-ok.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-10/sla-8-ok.png) Other priorities, *set the field SLA estimed time to 12 hours (that is 43200 seconds)* **Reset SLA** The SLA Reset Flag allows you to reset the counts in progress to zero and restart them when the SLA count is set. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564751168597.png) Procedure: 1. flag the "Reset SLA" field to reset all counts to zero: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564751221733.png) 2. then reload the page to view the new counts: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565346788259.png) # 10.4 Activity tracking Tracking is useful for always storing and monitoring the time invested on your customers for any kind of activity. The tool is present in the Company, Contact, Ticket sheet and in email (Messages module), in the form of the Play, Pause and Stop buttons. [![Activity Tracking 10_4_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/activity-tracking-10-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/activity-tracking-10-4-1.png)[![10.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/t2V10-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/t2V10-4-1.png) As soon as you start tracking, the system counts the time that elapses until it stops. It is also possible to pause the tracking so as not to count any suspensions. At the end, the creation of a calendar event (Track) or a linked event plus associated Ticket (Track and Ticket) is proposed. Activities created in this mode take on the Track type and can then be reported. [![10.4 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/jk310-4-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/jk310-4-2.png) The extension of time in the event made with the activity tracking may differ from the time actually spent in recording due to an rounding effect applied to the time recorded. Below list of all cases subject to this phenomenon: - activity from 0 to 4 minutes will be rounded to 4 minutes; - activity of 5 minutes are not rounded; - activity from 6 to 10 minutes will be rounded to 10 minutes. **Please note:** the tracking tool can only be activated for one entity at a time. # 10.5 Services Contract In vtenext there is the SERVICE CONTRACTS module dedicated to the management of a service sold to a customer, which tracks the provision of the service during the time provided for by the contract. For example, if you sell a 20-hour service package valid for 1 year, here you can create a package dedicated to the specific client by entering dates and total number of hours, and track the hours through linked tickets.
**Field** **Description** **Insertion Criterion**
**Due date** End date of contract service When the status is set on Complete, or when the units used reach or exceed the total units
**Planned Duration** Period in days in which the service is planned When saving the record
**Current Duration** Actual period used (in days) When saving the record or when the unit used is updated
**Progress** Percentage progress of the service When saving the record or when the unit used is updated
**Related to** Connection to company or contact Upon creation, manual if you create from scratch, auto-completed if you generate the service from a connected module. Priority is given to Accounts
**Tracking unit** Calculated on the basis of the units used When the contract service is added from invoice, quote, sales/purchase order, the monitoring unit is the one used in the service on the product line
**Total Units** Number of units provided for in the contract Automatically reports the value of the No. of units field of the connected service
**Used Unit** Number of units used so far Scaled from the related tickets according to the time used on each ticket in closed state
**Residual Units** Difference between total units and used units Self-generated
[![Service Contract.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/service-contract.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/service-contract.png) # 10.6 Installations Some companies need to associate a specific serial or registration number to a sold product. vtenext allows you to store this information in a special module that links customer and products. The Installations module allows you to track all the registration numbers that have been sold/hired to customers, while also monitoring the history of any assistance provided on the individual model. For example, today you sell a "Brand – Model X" boiler to a customer, and you file it away with serial number XYZ1234 that identifies the model and the location (room 1). Tomorrow the same customer buys another boiler from you, the "Brand – Model X" to be located in room 2. It will be stored among the installations related to the customer with the JKW8900 serial line. When the customer reports a fault in the first boiler, the ticket will be connected not only to the customer and to the generic product Boiler "Brand – Model X", but also to the serial XYZ1234. An installation must necessarily be linked to: - A product, with which the article in the catalogue is identified; - A unique serial/registration number; - A customer (company); - An identification name (you can make it match the serial number in order to simplify any search); - A status to distinguish active machines from decommissioned ones. [![Asset_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/asset-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/asset-1.png) From the company registry, it will be possible to view, for example, the fleet of machines sold to the customer. [![Asset_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/asset-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/asset-2.png) The historical assistance on the product will be visible from the installation data. [![Asset_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/asset-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/asset-3.png) # 10.7 FAQs FAQs (Frequently Asked Questions) refers to typical questions relating to the standard scenario, with answers that provide guidelines that can be consulted in a list. In vtenext they can be used: As basic knowledge provided to your customer on a certain product, service or procedure, through the sharing of FAQs on the Customer Portal; They can also be used to inform your employees about internal procedures and how to respond to the customer. The FAQ tab includes fields for linking the question-answer to a product data sheet, categorising it by type and filtering its contents to a list (using Filters, also applicable on the FAQ module), for finding out the status (active or not active) of the question-answer, and more (customisable). [![FAQ.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/faq.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/faq.png) [![FAQ_2 .png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/faq-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/faq-2.png) **N.B.:** FAQs can be generated very quickly by directly converting a ticket into a FAQ. To do this, just enter details of a ticket, click on the OTHER button in the top right corner and then click on the CONVERT AS FAQ button (see figure below). [![FAQ_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/scaled-1680-/faq-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-02/faq-3.png) # 11 Passive cycle: vendors and purchase orders # 11 Passive cycle: vendors and purchase orders vtenext allows you to manage the passive cycle through the modules: - [Vendors](https://usermanual.vtenext.com/books/user-manual-vtenext-2110/page/111-vendors) - [Purchase Orders](https://usermanual.vtenext.com/books/user-manual-vtenext-2110/page/112-purchase-orders) # 11.1 Vendors In the same way as the Accounts registries, you can enter the vendor data sheets here that contain general contact information: name, email, telephone, site, accounting code, category, etc. Again in this case, the Layout Editor permits the administrator user to customise the data fields. [![Vendors_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/scaled-1680-/vendors-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/vendors-1.png) From the reports menu you can link the vendor to products, purchase orders, messages, calendar activities, etc. The contact details will be linked via the Vendor Name field and this will distinguish vendor contacts from customer company contacts. [![Vendors_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/scaled-1680-/vendors-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/vendors-2.png) **Warning!** Newsletters and targets are not related to the Vendors module. # 11.2 Purchase Orders Through Add Purchase Order from the reports menu of the supplier data sheet, you can attach a pre-filled order with the link to the supplier in question. The rationale of the Purchase Order is the same as that of the Sales Order that has already been covered, with fewer options. This document can also be exported in PDF or other formats using the PDF Maker tool.
**Subject** Order title
**Vendor Name** Link to the supplier registry present in vtenext
**Requisition No** If you use this code
**Tracking Number** If you have the identifier for tracking the shipment
**Contact Name** Connection to the order contact person
**Due Date** Order expiry date
**Carrier** Carrier who will make the shipment
**Sales Commission** If applied
**Excise Duty** Information on taxes, if applied
**Status** Important for knowing the state of progress of this delivery
**Assigned** User of vtenext that manages the order
[![Purchase Order.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/scaled-1680-/purchase-order.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/purchase-order.png) For the product line compilation, see the details in Sales Orders section. **Received Shipment** Once the Status = Received Shipment has been set, the system will automatically update the stock of the products: the quantity indicated in the purchase order will be added to current stock. The stock of a product is indicated in the Quantity in Stock field in the product data sheet. # 12 Projects and orders management # 12 Projects and Job Orders management Project management in vtenext is organised over four modules: - **Job Orders** - **Projects** - **Project Tasks** - **Project Milestones** - **Tickets** (cross-area use of the HelpDesk module) # 12.1 Job Orders From vtenext 20.04 the new module Job Orders is now available. The module is linked to the Project Plans one. In this way more than one project plan can related to the same Job Order. [![12.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/vnu12-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/vnu12-1-1.png) *Job Order detail* [![12.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Bwo12-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Bwo12-1-2.png) *Project Plan detail with related Job Order* **N.B.:** it is possible to link an existing Job Order from the Project Plan module but it is not possible to choose an existing Project Plan from the Job Order record. # 12.2 Projects To create a new project, access the module and press the button![create_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/create_button.png) [![Projects.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/scaled-1680-/projects.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/projects.png) **Key fields:**
**Related to** Link to the customers’ registry (Accounts/Contacts) present in vtenext, if the project relates to the customer. If it is an internal project, it can be left empty
**Type** Customisable according to the types of projects in use in your company
**Progress** Percentage value of project progress
**Status** Important for knowing the state of progress of the project
In the "Progress Chart" tab you can view a Gantt chart of the project (see below, when we will link Project Tasks and Project Milestones). [![Project_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/scaled-1680-/project-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-03/project-2.png) # 12.3 Project Tasks Operations comprise the internal phases of the planning that, once completed, lead to the conclusion of the project. [![12.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/fr312-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/fr312-3-1.png) The user assignee of the operation will be able to update the state of progress of the activity through the Progress and Hours spent fields. The report will provide an overview of the progress of the planning, both through the list of operations and the Gantt diagram. The colours of the Operations bars in the graph corresponds to the colours chosen for the "Priority" field (drop-down menu), managed directly from Settings>Colouring View by List. Within the coloured bar, an additional darker coloured bar shows the progress status (based on the Progress field). [![12.3 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/QMs12-3-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/QMs12-3-2.PNG) *Progress detail* [![12.3 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lPs12-3-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lPs12-3-3.png) *Example of a Planning Chart with multiple Operations* From vtenext 20.04 in the module Project Task we can find the new field “Budget Information” in order to split the service delivery among Project, Pack and Consumptive. **Possible configurations:**
**Project**Within a project operation, vtenext, counts the foreseen hours according to the Sales Price of the Product/Service sold, dividing it by Price per day reported on the Company record. The automatic compleation of the fields: Used Hours, Used Budget and Residual Budget take place when an event is closed setting the value “Held” in the field status. Events must be linked directly to projects task as well as tickets that have been linked to projects task.
**Pack**The Operation Pack allows to count a total of sold hours per Product/Service within the field Package Hours.The automatic reduction of Used hours and Residual Hours happen when an event is closed setting the value Held” in the field status. Events must be linked directly to projects task as well as tickets that have been linked to projects task.
**Consumptive**Consumptive operation will count the Used Hours and the Used Budget according to the related tasks or tickets. It will automatically insert the number of hours that have to be invoiced, which will vary from the value set manually from the users in the field Invoiced Hours, when an event is closed setting the value "Held” in the field status. Events must be linked directly to projects task as well as tickets that have been linked to projects task.
Within the new section called “ Budget information” there is an automatism which associate each selected service type ( Project,Package and Comsumptive) to an action of adding/reducing hours inside the reserved fields in the section. The necessary condition to enable the automatism, as above described, is to add a linked event to the project task or alternatively to add an event to a ticket which is linked to the project task in the following ways: - create an event using the activity tracking tool (play button at the top right of screen); - create an event by pressing the calendar icon at the top right of screen; - create an event by selecting the calendar relation on the right part of the screen. [![12.3 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/OAn12-3-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/OAn12-3-4.png) *Daily cost field in the Account module* [![12.3 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/gEX12-3-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/gEX12-3-5.png) *Detail Project with Project Budget* [![12.3 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/E1p12-3-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/E1p12-3-6.png) *Detail Project with Pack Budget* [![12.3 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Ia412-3-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Ia412-3-7.png) *Detail Project with Consumptive Budget* **N.B.** As the type of Service Delivery varies, vtenext does not recalculate the hours previously used. # 12.4 Project Milestones and Progress Chart Project Milestones represent the end points of planning steps. In the graph they are represented by a dot on the indicated day. [![12.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/mjQ12-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/mjQ12-4-1.png) It is also possible to change the colour of the bars in the graph in SETTINGS > LISTVIEW COLOURS. [![12.4 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/ioW12-4-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/ioW12-4-2.png) By selecting the Project Tasks module, and changing the colour linked to the value in the TYPE drop-down menu, you can obtain a result as follows: [![12.4 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/osO12-4-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/osO12-4-3.png) # 12.5 Tickets A further level of detail, under Project Tasks, relates to tickets. To use tickets as project activities, it is a good idea to categorise them in order to distinguish them from tickets relating to assistance (you just need to use the Category field). **Warning:** tickets related to planning are not displayed in the Gantt chart. **An example of use:** For the customer, MARIO ROSSI, I plan a project for the "Brand – Model X" boiler. For the installation and testing of the boiler, I will have to carry out some activities that will have to be counted in a service package sold together with the product. The activities will be included in the two tickets, linked to the specific Operation and Planning of Mario Rossi's Boiler. They will also be related to the contracted service package (in turn linked to a customer order), in order to deduct the actual hours related to the activities/tickets. In addition to the manual creation of the ticket for a planned activity, as explained earlier in the manual, you have the option of taking advantage of the tracking of daily or extraordinary activities, further automating the process. For example: the customer sends you an email with the requests to be evaluated. You decide to work on them immediately within the project; you press the Play button on the tracking so that the system starts to count, and then you create a ticket at the end. # 13 Reports and charts # 13 Reports and charts Through Reports and Charts, you can examine the data in vtenext and extrapolate them from different points of view. - [Reports](https://usermanual.vtenext.com/books/user-manual-vtenext-1910/page/131-reports) - [Charts](https://usermanual.vtenext.com/books/user-manual-vtenext-1910/page/132-charts) First of all, you have to identify the type of data extraction you want (i.e.: what do you want to obtain?) and, from there, build a report. *[![13 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/rww13-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/rww13-1.png)Report Details* [![13 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/GMK13-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/GMK13-2.png) *Summary Report* [![13 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/BHP13-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/BHP13-3.png) *Report Chart* # 13.1 Reports Reports are organised in folders. You can create new ones and delete them (only empty folders can be deleted), and also switch to list view via the List button. To create a new report, click on the button from the Reports module Once you click the button, a wizard opens up with an 8-step guided procedure that will allow you to make the report intuitively. For example, you want to create a report on the Sales Orders module that only displays orders from IT companies. In this case the main data to be displayed are the orders, while the companies are involved only if they meet a condition (sector). [![13.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/oJt13-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/oJt13-1-1.png) Once clicked the button, a wizard with a 8 steps procedure will open.This will allow to intuitively realize the reports. Example: you need a report that shows the sales orders related to companies belonging to IT sector. In this case the main data to display are orders, instead companies are involved just because they contain a condition (sector).
**STEP 1** **Report Details:** Give a name to the report (so that, in the future, even at first glance, you will understand its contents), choose the main module, a destination folder and a description (optional). You can also create a new folder by clicking the button +.
**STEP 2** **Report Type:** Choose the report format to display it the way you prefer. Tabulation involves the extraction of the expected results with a standard of all completed cells. Summary allows you to indicate grouping criteria for the data, so as to avoid displaying duplicate fields and thereby making it easier to read. It also allows you to create graphs from the report. For example, you want to view orders grouped by customer, i.e.: when there are two order lines for the same customer, the customer's name will group the two lines and will only be reported once.
**STEP 3** **Time filter:** Choose the time filter to apply to your report. The first drop-down menu line allows you to choose the module to refer to. Starting from the main module previously chosen, it is possible, moving through the various links between the modules, to choose the data of any one of them. In the second line, on the other hand, you choose the field (belonging to the module just chosen) to be used as the subject for the time criterion specified in the "Select Time" picklist. In this menu there are numerous time options, including "Custom", which allows you to filter data for a period of time specified by you. In this example, we want to see the records that have been created ("Time created" column) in the "Sales Orders" module in the last 30 days (as defined in "Select Time").
**STEP 4** **Advanced Filters:** Choose the advanced filters to apply to your report. As in the previous point, the first line is used to define which module fields you are interested in comparing. In our example, select Accounts because we need to filter by industry. Then once you have chosen the module field (in the "Field” picklist), choose which condition to use to compare the record and the data you are interested in. The options "is equal to", "not equal to", "starts with", "ends with", "contains" and "does not contain" are available. When you enter a value in the text type field on the right, you can use these options to make comparisons between the contents of the record and the data of your choice (also taken from other modules, with the button). It is also possible to make more comparisons and more groups of filters using the New condition and New group buttons, also using different fields from different modules.
**STEP 5** **Top-down clusters:** It allows the creation of clusters to further segment the results, both in the summary tab and within the graphs, and also allows you to set the colour for the latter. By choosing "add segment", you will be able to access a screen where you can choose the name and colour of the individual segment. Repeat this operation by completing the selection of all desired segments.
**STEP 6** **Select Columns:** Select the fields to be displayed in the report columns, using the same picklists used in the previous steps. You can then sort them by dragging them left or right with the mouse, and group the results for a specific field (or even more than one) by clicking on the "Group by this field" checkbox which is contained within each field. Enabling View Report, a tab will appear with a count of the number of records according to the grouping. Warning! If you want to create a graph from the report, you must indicate only one grouping criterion, otherwise the final result may differ from expectations.
**STEP 7** **Calculations:** Select the desired calculations for the numeric or currency fields: maximum, minimum, average and sum are available. The Summary flag allows you to see the calculation entry according to the choice in step 6. Through the Add total button you can add other numeric fields contained in the selected modules.
**STEP 8** **Sharing:** Select sharing type: Private (the report will be visible only to the user), Public (the report will be visible to all users) or Shared (allows you to choose which users to share the report with). Warning! What is shared is not the content of the report, the display of which depends on the user's data access permissions, but the structure of the report, i.e. the series of settings (fields, filter rules, etc.). If a user to whom the report has not been shared enters the Reports modules, they will simply not find it.
**STEP 9** **Charts:** By clicking, or leaving empty, the flag that appears, you can choose whether to generate a graph for the report you are creating. If selected, a number of options will appear for customising the appearance of the chart. These functions are described in the next paragraph.
**STEP 10** **Scheduled execution (admin users only):** This function makes it possible to schedule the execution of the report and send it automatically to the chosen recipients. It is possible to program the frequency of sending, the file format and obviously all the desired recipients, selectable only from the list of CRM users or groups.
At the end of the wizard, you will be able to view the report. Below are the functions available on the screen.
**Summary Tab** Visible only if the report is of the Summary type (step 2), it displays report information (counts and calculations divided according to grouping criteria)
**Report Tab** Table with the results of the report
**Charts Tab** Visible only if set in step 8, it shows the chart based on the report
**Time Interval** Apply a time-based filter (temporary field, cannot be saved)
**Edit Button** To edit the Report by repeating the previous steps
**Create Chart** Generate a new chart relating to the report
**Duplicate** Opens the wizard to save a new report, starting from the settings of the previous one
**Export in PDF** Export the total report in PDF format
**Export in Excel** Export the total report in Excel format
**Print** Print the total report directly
[![13.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4IZ13-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4IZ13-1-2.png) # 13.2 Charts Once you have created a report you can generate a chart from it using the Create Graph button. [![13.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/9E513-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/9E513-2-1.png) [![13.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/jNZ13-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/jNZ13-2-2.png)
**Type** Click on the type of chart you want: pie, histogram, bar …
**Chart Name** Enter chart name
**Show Legend** Activate to view the legend
**Show Labels** Activate to display labels in the chart
**Show values** Allows you to choose whether to display values (count) or percentages
**Folder Name** The charts are organised in folders like documents
**Formula** Allows you to choose whether to display the count, the sum, the average, the maximum or the minimum
**Palette** Allows you to choose the colours of the chart, among predefined combinations
**Data Order** Allows you to define data sorting; if not set, it depends on the grouping criteria defined in the report
**Warning!** If the SHOW LABELS field is set to YES, the SHOW VALUES will not display any results. If the SHOW LABELS field is set to NO instead, with the SHOW VALUES set to either VALUES or PERCENTAGES, it will show you the data on a single slice of the pie chart. The graphs are available in the Charts module, organised into folders in the same way as with Reports. The charts can also be added to the user’s Home Page through the button (see relevant chapter) or in the custom tabs of the modules. # 14 PDF Maker # 14 PDF Maker The PDF Maker module allows you to create PDF documents that are generated with the rationale of "printing and merging" the data contained in vtenext and in an export model. [![14 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/RPL14-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/RPL14-1.png) # 14.1 Create a PDF template To create a new template for the PDF Maker module, click on the ADD TEMPLATE key or button on the right and indicate the name for the template and the reference module: the template will be available for the indicated module only. This means that we will find it in the PDF Print options only if it is located in that module. For example, if I create a template to print invitations to contacts, I will only find it inside a registry in the OTHER menu at the top right. [![14.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/cO814-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/cO814-1-1.png) The content of the template is organised into three different sections: - Body: template body - Header: repeats on every page - Page footer: repeats on every page [![14.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/A3V14-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/A3V14-1-2.png) Within the three areas you can enter: - Fixed text parts - Variables: they are replaced with vtenext data when exporting the document in PDF format **Fixed text** It is possible to insert fixed text inside the Header, Body or Footer by positioning the cursor and starting to write the content: [![14.1 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/7u514-1-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/7u514-1-3.png) **Variables** To insert variables, position the cursor at the point where you want to insert the variable, choose the type of variable to insert from the MODULE item above, and then click on Insert in the template: [![14.1 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/pbg14-1-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/pbg14-1-4.png) The system inserts a variable string that will be replaced with the value assumed by the field when the PDF is generated: [![14.1 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/CFZ14-1-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/CFZ14-1-5.png) Once the text has been entered, you can format fixed and variable text using the editor tools. All the fields on the main module (Module) to which the template has been associated are available in the linked drop-down menu. It is possible to insert variables on modules related to the main module (Module) also. There are two types of variables: - modules connected in a 1-to-1 relation with the main module: there is a field within the registry that refers to another vtenext module. Example: in the Quotes form, you will find the Company Name field linking to a company registry. [![14.1 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/fLs14-1-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/fLs14-1-6.png) - blocks connected with modules with 1-to-many relations with the main module: the module item is in the relations menu. Example: in the Quotes module, you can find the Sales Orders block, with numerous orders inside (you can generate a number of orders from one Quote). [![14.1 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/kfa14-1-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/kfa14-1-7.png) **Variables in 1-to-1 relations** - a) position the cursor at the point where you want to insert the variable - b) choose the related module - c) choose a field to insert - d) click on Insert in the template **Variables in 1-to-many relations (connected blocks)** - a) move the cursor to the point where you want to insert the variable - b) click on the Insert button in the template under Related Blocks: You can now select one of the already existing blocks (check that they refer to the module for which we are building the template) or start the wizard procedure to create a new block through Create Related Blocks: [![14.1 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/RBs14-1-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/RBs14-1-8.png) *Click on CREATE A RELATED BLOCK* [![14.1 [9].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/vnI14-1-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/vnI14-1-9.png) *Choose the related module for which you want to view the data in PDF format* [![14.1 [10].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/JL114-1-10.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/JL114-1-10.png) *Choose the fields you want to display (from the left-hand column, using the cursor, shift the fields into the right-hand column)* [![14.1 [11].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/f2k14-1-11.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/f2k14-1-11.png) *If appropriate, set a filter to display the desired data (e.g.: all Sales Orders in Approved status)* [![14.1 [12].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/1wE14-1-12.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/1wE14-1-12.png) *Refine the table as desired and name the block* [![14.1 [13].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/NaE14-1-13.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/NaE14-1-13.png) *Once the configuration is finished, the result will be like the one shown in the figure* **N.B.:** the "Table Fields" can be inserted in a PDF using the linked blocks. # 14.1.1 Insert images in PDF Press the Image button in the editor: [![14.1.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/nB714-1-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/nB714-1-1-1.png)
**URL** insert the URL of the image (if already present); if the URL is not already present, click Search on the server to upload an image
**Width / Height** to change the image size in the template
**![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555424361560.png)** blocks height-width proportions
**![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555424418824.png)** resets the original size
**Border** enter a numerical value in pixels corresponding to the thickness of the border for the image (blank for no border)
**HSpace / VSpace** enter the coordinates for positioning the image with respect to the text base line (blank to set the default position, in line with the text)
**Alignment** define the alignment of the text
[![image-1569578004159.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/image-1569578004159.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/image-1569578004159.png) # 14.1.2 Insert tables in PDF To create a table in the PDF Maker, simply use the appropriate function in the editor, which is highlighted in the following image: [![14.1.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/vnn14-1-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/vnn14-1-2-1.png) When the "table creation" icon is clicked, a dialog window will open that will allow us to enter the values of the specific table we want to create: [![14.1.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/jbI14-1-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/jbI14-1-2-2.png)
**Border dimension** put zero if you do not want to display the border
**Cells spacing** space between cells
**Cells Padding** space between the border of the cell and the beginning of the content (text)
When you click OK, the table appears in the BODY tab of the editor. [![14.1.2 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/CqQ14-1-2-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/CqQ14-1-2-3.png) Right-click to change the properties of the table. You can also set properties solely for the cell where the cursor is located. # 14.2 Products block within PDF templates For the Quotes, Sales Orders, Purchase Orders and Invoices modules, you can insert the product block into the templates. There are predefined product block models that can be quickly inserted into the template. To insert a product block model, select the block type and press Insert in the template button. The table corresponding to the product block will be created. You can customise the block later as if you were working on a table. It is possible to create custom tables for the offer rows; the basic structure must be as follows: - a row with the header of all the columns; - a line with the #PRODUCTBLOC\_START# tag that marks the beginning of the portion that must be repeated for each line on offer; - a line with line variables; - a line with the #PRODUCTBLOC\_END# tag that marks the end of the portion that must be repeated for each line on offer.
intestazione\_1 intestazione\_2 intestazione\_3 intestazione\_4 …. intestazione\_n
**\#PRODUCTBLOC\_START#**
variabile\_1 variabile\_2 variabile\_3 variabile\_4 variabile\_n
**\#PRODUCTBLOC\_END#**
The start and end-block tags are found as variables in: [![14.2 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/9Pc14-2-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/9Pc14-2-1.PNG) It is possible to insert the variables of the product block through the functions available in the Product Block tab: [![14.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Wdp14-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Wdp14-2-2.png) # 14.3 Barcodes It is possible to insert barcodes inside the template through the "Other information" Tab: [![14.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/zZi14-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/zZi14-3-1.png) It is possible to insert a fixed number or a variable within this string. The number or variable will be inserted instead of "YOURCODE": Example of a result: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564993395604.png) # 14.5 Export to PDF To generate a PDF, access the main module registry (e.g.: Quotes) and click the Other button in the top right-hand corner. The PDF Maker panel for exporting the document will appear. Choose the desired model and press Export in PDF. [![14.5 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/jTH14-5-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/jTH14-5-1.png) At this point the system will generate the document. You can generate a PDF merge for multiple entities: select the entities from the list view and press PDF Export: [![14.5 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/7NR14-5-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/7NR14-5-2.PNG) Then choose the template for massive export: [![14.5 [3].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/0Rb14-5-3.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/0Rb14-5-3.PNG) # 14.6 Products Images in PDF In the product block models, you can also add thumbnails related to the images uploaded in the product sheet. **[![14.6 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/14-6-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/14-6-1.png)** **Warning!** The appropriate variable for the product image must be inserted in the template. [![14.6 [2(1)].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/14-6-21.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/14-6-21.png) [![14.6 [2(2)].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/14-6-22.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/14-6-22.png) The **$PRODUCTS\_IMAGENAME$** variable must be inserted between the **\#PRODUCTBLOC\_START#** and **\#PRODUCTBLOC\_END#** tags. In the PDF generation phase, click first on the Product Images item, choosing for each product the image to be inserted in the PDF (we can select the images that we intend to display in the PDF). It is possible to define the dimensions of the image in terms of width and height; if one of these two values is left empty, the system will resize the image proportionally to the specified size. If the two values are left blank, the image will be printed with its original size. **Warning!** It is not possible to associate images to services. [![14.6 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/14-6-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/14-6-3.png) *Select Product Images and Export to PDF* [![14.6 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/14-6-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/14-6-4.png) *Product Images selection window* [![14.6 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/14-6-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/14-6-5.png) *PDF exported with Product Images detail* # 14.7 Custom Functions in PDF It is possible to define custom functions for data processing within the PDF Maker. To add a custom function, place the PHP file with the function code inside the modules/PDFMaker/function folder; the file will be included automatically. The its4you.php function is inside the folder. Do not modify this file; any changes will be overwritten the next time you update the application. To add a custom function to your template, go to the More information tab and choose the desired function and then click Insert in the template: [![14.7 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Ipx14-7-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Ipx14-7-1.PNG) **Guide example: if-else:** If you choose the if-else function, the following text will be added to the template: \[CUSTOMFUNCTION|its4you\_if|param1|comparator|param2|return1|return2|- CUSTOMFUNCTION\] **Replace:** param1 – control range comparator – benchmark, possible values: = , != (different), >, < param2 – benchmark return1 – value to be displayed if the condition is verified return2 – value to be displayed if the condition is NOT verified Let's see how to configure the function so that the final discount in the Quote will be printed only if not invalid: **\[CUSTOMFUNCTION|its4you\_if|$TOTALDISCOUNT$|!=|0,00|Discount$TOTALDISCOUNT$ €||CUSTOMFUNCTION\]** # 14.8 PDF file name In the PDF Maker Settings tab, you can define the name of the output PDF file. This option allows you to define the file name according to your needs. It is possible to combine text strings, module variables and standard variables such as the template name, current date, etc. [![14.8 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/c9v14-8-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/c9v14-8-1.png) # 14.9 Export/Import PDF Template You can import or export the templates of the PDF Maker module in XML format using the appropriate buttons. This feature is only available to CRM administrator users. [![14.9 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/12b14-9-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/12b14-9-1.PNG) # 15 Other Functions # 15.1 RSS It is possible to provide constant and real time updates to all vtenext users through the RSS Feed links available on the web or specially created by the company. vtenext provides the option of choosing from a list of RSS feeds available for users and viewing every available article on the display. Each RSS feed has a unique address similar to the web URL searched for on the Internet. To see an RSS feed, you must enter this address in vtenext. [![15.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/zAn15-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/zAn15-1-1.png) # 15.2 My Sites This area allows you to view websites of interest directly on vtenext. The system is also very useful for connecting to shipment tracking or communicating with web-based suppliers. [![15.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/15-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/15-2-1.png) # 15.3 License and number of users The Copyright and the License icon is found on the bottom right-hand corner of all vtenext pages; by clicking on it, you can access a popup containing all the terms of use of the program’s Business license. Since the 19.10 version, and only for **On-Site installations**, you can see how many users are available for that particular license and how many of them have been activated. The **expiration date** of the installed license is also available in the same popup. [![15.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/J5I15-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/J5I15-3-2.png)*License on Cloud* [![15.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/15-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/15-3-2.png) *License On-Site* # 15.4 Synchronizations From vtenext settings the crm synchronization function can be accessed with other applications. The synchronizable platforms available are as follows: - Hubspot - Salesforce - SuiteCRM - Jira - vtiger - Magento - Prestashop - Shopify - WooCommerce The synchronizable modules are different and based on the chosen platform. The following diagram summarizes which modules can be synchronized.
**Hubspot (only cloud version)** - Trouble Ticket - Accounts - Contacts - Potentials - Targets - Users **\***record deletions from Hubspot to vtenext are not covered **N.B.** The "scopes". The crm indicates to insert the following "scopes": [![image-1663685096632.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/scaled-1680-/image-1663685096632.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-09/image-1663685096632.png) **ATTENTION:** it is essential to select exactly those indicated, otherwise the synchronization will not work!
**Salesforce** - Trouble Ticket - Ticket Comments - Ticket Attachments - Emails - Accounts - Campaigns - Contacts - Installations - Leads - Potentials - Products**\*** - Users
**SuiteCRM (only on-premise version)** - Trouble Ticket - Accounts - Campaigns - Contacts - Installations - Leads - Potentials - Products**\*** - Users **\***images are not imported
**Jira (only cloud version)** - Trouble Ticket - Project Tasks - Projects - Ticket Comments - Users
**vtiger (only cloud version)** - Trouble Ticket - Accounts - Contacts - Vendors - Installations - Leads - Potentials - Products**\*** - Services - Users **\***images are not imported
**Magento (only on-premise version 2.4.0)** - Accounts - Currencies - Sales Orders - Products**\*** - Configurable products - Taxes **\***images are not imported
**Prestashop (only on-premise version 1.7.6.7)** - Accounts - Currencies - Sales Orders - Products**\*** - Configurable products - Taxes **\***images are not imported
**Shopify (only cloud version 2019-20)** - Accounts - Currencies - Sales Orders - Products**\*** - Configurable products **\***images are not imported
**WooCommerce (only on-premise version 4.4.0)** - Accounts - Currencies - Sales Orders - Products**\*** - Configurable products - Taxes **\***images are not imported
**Zendesk** - Trouble Ticket - Accounts - Ticket Comments - Ticket Attachments - Users
When accessing the configuration page from SETTINGS > BUSINESS PROCESS MANAGER > SYNCHRONIZATIONS the synchronization to be set and towards which system can be configured with a few simple steps. The page is identical to the page shown in the image below. [![15.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/tCK15-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/tCK15-4-1.png) *View of the synchronizations configuration page* **Configuration** 1. The first required action is to choose the **External system** in the available drop-down menu 2. Specify the **Instance address** to which you wish to connect (where required) 3. Now choose the required synchronization modules from those available and take them to the **Selected modules** column by means of the right-pointing arrow 4. Once the operation in step 3 has been completed, a popup will open in which you can select the synchronization method for each of the selected modules (see example in the image below) [![15.4 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/7LZ15-4-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/7LZ15-4-2.PNG) *View of the synchronization configuration of the Trouble Ticket module selected in point 3* 5. Enter the authentication data, stating the authentication mechanism **Type**, **Username** and **Password** for login. By clicking on the ![](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616147127331.png) icon it is possible to have further information to retrieve the data to be entered in the username and password that differ for each synchronizable platform. [![image-1616160325840.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/scaled-840-0/image-1616160325840.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-03-Mar/image-1616160325840.png) **N.B.:** synchronization occurs in accordance with the interval set for the crons, which is every minute by default, but which can be subject to variation depending on the number of synchronizations set, other cron processes, and the machine workload. # 16 Hierarchical roles and user profiling # 16 Hierarchical roles and user profiling You can access the **Check User Login** section using the Settings item, present in the menu of the avatar in the top right corner. Here you can define and customise vtenext users in order to guarantee data confidentiality, managing access and data use privileges. Through the **Users, Roles, Profiles, Sharing Access, Advanced Sharing Access** and **Groups** items, you can define the users able to use only specific areas of vtenext. In our opinion it is useful to start defining the users (this is as the prerogative of the administrator user) only when you have decided which of the business processes you want to manage with vtenext and not before familiarising yourself with the system. User and access management is a powerful tool that provides a wide degree of versatility in the construction of the structure, also with CRM in Multi-company mode. In addition, vtenext allows you to monitor use by tracking actions (**Audit Trails** tool), with the guarantee of always knowing "who did what" and set privileges accordingly. The management of security and access to information is based on the **Roles** system, which makes configuration simple, as it is not necessary to create a profile for each user, but simply to associate to one already present. The management of roles is fundamental in medium-large businesses in which we find dozens of users with different hierarchical roles. **In particular it is useful for:** - having a large number of people working with CRM simultaneously; - checking the rights of modification, cancellation and reading; - respecting the corporate organisational chart. Through profiles and access levels, Roles allow you to profile vtenext users so that everyone can see only the information that is of interest to them, thus ensuring the confidentiality of data between users and the levels of the company organisation chart. **TYPES OF USERS in vtenext** 1\. Standard user: has limited access and cannot access the Settings menu 2\. Administrator user: is able to administrate all the entities of vtenext Users, groups and their privileged access: - Customise the user interface; - Create communication archives; - Change password, deactivate users and view login history; - Manage profiles by assigning privileges to read, create/edit, delete vtenext data. The correct order to proceed with the configuration of the company structure is as follows: - Creation of Profiles; - Creation of Roles, to which the Profiles are associated; - Creation of Users, to whom the Roles are associated; - Modification of user-role associations based on organisational needs; - Creation of any groups. # 16.1 Profiles The profile defines the privileges of a user in regard to access to, and use of, vtenext modules and fields. The administrator, as instructed by company managers, must determine the operations that can be performed by the different users who will work on the CRM. The following are established for each user by Profiles: - which modules appear in their general menu; - which modules they have full access to; - which modules they have limited access to; - which fields within a module the user will be able to see and/or modify and/or delete their content. And more, on a scale of increasing detail. Below are the types of privileges shown on the screen: [![16.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/MCx16-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/MCx16-1-1.png) Global Privileges: - See all: the profile will be able to read all CRM information; - Edit all: the profile will be able to edit all CRM information. - Field Privileges: allows you to decide whether the user can create/view/modify/delete within the single module. - Tools: allows you to decide on functions such as Export/Import Data, Convert Lead, Management of duplicates with merging. [![16.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/WTH16-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/WTH16-1-2.png) When creating a new profile, you can start from the basic structure of an existing one by duplicating it, so as to not start from scratch. We suggest creating more limited profiles first and then proceed to the more open ones (adding new permissions each time). **Note.** The access privileges managed by Profiles refer to the vtenext layout, not to the "ownership" of the content. If, for example, I have to set that Agent 1 does not see Agent 2's contacts, this type of management is performed by Roles and Sharing Access (see next paragraphs). Since both agents work with the Contacts module, their profile (which will most likely be shared) will have the Contacts module enabled to read and at least create/edit. # 16.1.1 Create new profile **STEP 1:** Once on Settings > Profiles, press New Profile: [![16.1.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Wgz16-1-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Wgz16-1-1-1.png) **STEP 2:** in the configuration window for the new profile, enter the name, description if any, and the basic profile to start from. [![16.1.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/fYu16-1-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/fYu16-1-1-2.png) **STEP 3:** Enter the access privileges in detail for each module: [![16.1.1 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/LPt16-1-1-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/LPt16-1-1-3.png) [![16.1.1 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/C7w16-1-1-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/C7w16-1-1-4.png) **Mobile App Profile:** it allows to create a profile for the mobile app. For each profiles created, as it happens with the web profiles, is possible to choose the modules and their utilization methods. Below important advices to set correctly a new profile: - activate "touch" module for a correct use of the mobile app; - after every single modification/creation of a new profile press "Recalculate" in the Shares Access area; - after eventual modification/creation of a new profile please logout and login from the application. **Warning!** The limitations imposed by the profile on the single module are secondary to those defined by the Module Manager (see relevant paragraph). That is: if the administrator user deactivates a module from the Module Manager, it will be "turned off" to all users/profiles/roles of the CRM, even if their profile is enabled. Vice versa, if the module is left active in the Module Manager, it is the user profile that determines the presence of limitations. In the same way, the Layout Editor "prevails" over the Profile when deactivating fields: if the Source field is deactivated by the administrator in the Layout Editor of the Leads module, no profile will be able to display it regardless of the relative tick in the box. **Versioning:** All settings for modules, processes, roles and profiles can be saved, generating a version (e.g. v.1.0). Versions can be exported or imported to ensure a higher level of security during setup. [![16.1.1 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/hJ816-1-1-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/hJ816-1-1-5.png) # 16.2 Roles Roles underpin the entire security system, each of which is based on a profile. The administrator, following the profiles, must create roles that reflect the company's organisational levels. If we establish, in fact, that the visibility of CRM data is controlled by a hierarchy (in Sharing Access), as is logical, higher roles will access the data assigned to lower roles, but not vice-versa. Two roles of equal standing will have no visibility between them. The definition of the role hierarchy affects the visibility of records by one or more users in accordance with the rules described in the Sharing Access chapter. N.B.: All settings for modules, processes, roles and profiles can be saved, generating a version (e.g. v.1.0). Versions can be exported or imported to ensure a higher level of security during setup. **Example:** - The CEO can view the data assigned to himself, to the Manager and to Sales; - The Manager can view the data assigned to himself and to Sales; - Sales can only view their own data. If the Sales role applies to 3 users, each of the 3 users within the role can view the data of the others. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1564997534551.png) Next to the role name, you will find icons to manage the hierarchical tree:
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555426030198.png) edit properties of the role
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555426036877.png) add a subordinate role
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555426041608.png) delete role
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555426046489.png) shift the role above or below
The creation of the new role looks like this: [![16.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/tvU16-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/tvU16-2-2.png) 1. Insert a name for the role 2. Link the desired profile to the role; 3. Link the profile for mobile access (app). **Versioning:** All settings for the roles can be saved, generating a version (e.g. v.1.0). Versions can be exported or imported to ensure a higher level of security during setup. [![16.2 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/OKv16-2-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/OKv16-2-3.png) # 16.3 Users From Settings > Users you can create and manage users, which are displayed in a list on the main screen. The user in vtenext corresponds to a person, provided with an email address and password, which they access to work on CRM. [![16.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/BW716-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/BW716-3-1.png) Although simultaneous access by the same user from different locations is allowed, it is absolutely not recommended to use shared users, especially when working at the same time. This is because, in addition to being unable to trace the real owner of the data or the author of any changes (which is at odds with the philosophy of CRM itself), there is a risk of conflict and loss of information saving. The user sheet is divided into sections and coincides with the User Preferences (to be referred to for the details of each section), except for the parts reserved for the administrator user, and are namely the following:
**User Name** Each user has only one user name. Once created, it cannot be changed. N.B. Each user has the option to change their password.
**Login via LDAP** Tick if the active directory is enabled on your server. Reference should be made to the LDAP Configuration chapter.
**Administrator** Tick this box to provide the user with administrator privileges, regardless of their role.
**Status** On / Off. The disabled user can no longer log in to vtenext.
**Role** You can change the role of the user (the role must have already been created).
**Warning!** In the cloud version the user name corresponds to the full email address. Important tips for user creation and management: - The use of characters such as - and / is not allowed for Login and Password; - User Name and Password must be a combination of upper- or lower-case letters and numbers. The use of special characters (such as ä, ö, ü, ß, % etc.) is not permitted. Your password must not contain any terms related to your personal information. A good password is for example "Dhe4K39bz"; - The chosen password must comply with the following rules in accordance with the Data Protection Act (Law 196/2003): - Must consist of at least 8 characters; - Must be changed every 3 months (the system will automatically propose a password change every 3 months). - The user can freely request a password reset, a process which will last a maximum of 24 hours, after which he/she will have to repeat the procedure by clicking on the "Forgot your password?" link again on the Login page; - Beware of granting administrative privileges! The user will be able to see and change the CRM settings and all data; - A user who no longer needs to work in CRM, but must remain present for historical reasons, can be deactivated via the appropriate entry in the customer screen (see above). - The entities associated with them will still be available to other users, according to the hierarchy of roles. You can also permanently delete a user: before deleting a user, the system will ask you which other user the data assignments should be transferred to. More information is available after saving the user data sheet: [![16.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/MS616-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/MS616-3-2.png) Owner-based sharing rules: Allows for permission to be granted to the user to access records assigned to another specific user. Expand the selection and select Add Privileges on the Module, then configure the rule. Example: [![16.3 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4wY16-3-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4wY16-3-3.png) - Filter-based sharing rules: includes the list of Sharing Access Rules - Advanced activities for the user (please refer to the relevant chapter); - My Groups: list of groups that include the user; - Login History: View the history of user logins. When a new user is created in the CRM, all the data compiled in the creation screen are copied to the Employees Module. The module gives us the freedom to enter as many additional fields as we want and follows the standard rules already set out for all other CRM entities. No less important, if the CRM is furnished with the GDPR module, it also interacts with this module. In essence, the Employees module allows you to treat the users of the CMR as if they formed a normal registry, separating it from the rest (Accounts, Contacts and Leads). [![16.3 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/o7216-3-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/o7216-3-4.png) # 16.4 Groups Groups are effective tools for bringing together users who belong to the same team. They are used for data assignment. For example, if a Ticket arrives from a customer, you assign it to a dedicated Ticket management group so that all those users can see it. The first free user will be the one to take charge of it by assigning it to him/herself. To view the list of groups and create new ones, go to Settings> Groups [![16.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/1Kl16-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/1Kl16-4-1.png) **IMPORTANT:** Groups can be composed of sets of: Users, Roles, Roles and Subordinates, other Groups. [![16.4 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/buF16-4-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/buF16-4-2.PNG) # 16.5 Sharing Access vtenext allows you to set the access privileges of the Roles, defining whether the content of the CRM is generally accessible (public) or with limitations. There are various degrees of limitation. The rules are divided into two blocks: general global access rules and custom rules. The general rules of access are valid as standard for all Roles, but at the same time it is possible to attribute exceptional rules to certain Roles only, in order to cover the most diverse needs of the different company structures. In general, what you will do through Sharing Access is to tell the system which users (based on their hierarchical role) will be able to see and/or modify the data contained in the CRM, module by module. **Warning!** After any changes to the shared rules, **press the Recalculate button** to verify the configuration as a whole, avoid conflicts and make the changes operational. [![16.5 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/8H316-5-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/8H316-5-1.png) The first thing to define is the Sharing Access rule for each of the modules. With what degree of freedom do you want the content of the modules to be accessible to users? The most restrictive approach is private. When this sharing acess rule is applied to a module the visibility, creation, modification and deletion of records will follow the hierarchy that was defined inside the roles. In details the possible cases are shown below: - users with the same roles will be able to see, modify and delete the records that were assigned to them, but they will not be able to make the same actions, mentioned previously, to the users with the same roles; - users that have subordinates in hierarchy will be able to see, modify and delete their own records and the records of their subordinates. The Public approach has 3 levels of decreasing restrictions, therefore some privileges (visibility and/or creation and/or modification and/or deletion) will no longer be based on hierarchical roles, but will be open.
**Public: read only** All users can access and view the module data. Only the assignee and users with a higher hierarchical role can publish, modify or delete data.
**Public: read, create/edit** All users can view, create and edit the module data. Only the assignee and users with a higher hierarchical role can delete data.
**Pubblic: read, create/edit, delete** All users can view, edit and delete data. With this setting the CRM is completely public.
Keep in mind that the behaviour of some modules implies the same induced behaviour of connected modules. For example, if the Accounts module is set to Private, Quotes, Tickets, Sales Orders, Purchase Orders and Invoices will also be in Private mode. Messages and Notes allow you to set access privileges in a more systematic way. The sharing of the Calendar module differs in behaviour from the procedure of the other modules, and is analysed in detail in the relevant chapter. The sharing access settings cannot, therefore, be changed. At the bottom of the Sharing Access panel, you can create exceptions to the permissions that you have defined so far, thus creating exceptions to the hierarchy of roles. [![16.5 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/IOI16-5-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/IOI16-5-2.png) - Press Add privileges on the module for which you want to create an exception; - Then select the entity owner role in Step 1; - Select the role for which you want to extend visibility in Step 2; - Then define the permission between Read Only or Read and Write; - Enter the desired user tab and add the newly created rule in the "Owner-based sharing rules" menu item. # 16.5.1 Global Access Rules The first thing to define is the Sharing Access rule for each of the modules. With what degree of freedom do you want the content of the modules to be accessible to users? The most restrictive approach is Private, which will strictly follow the hierarchical roles (for visibility, creation, modification and deletion). The Public approach has 3 levels of decreasing restrictions, therefore some privileges (visibility and/or creation and/or modification and/or deletion) will no longer be based on hierarchical roles, but will be open.
**Public: read only** All users can access and view the module data. Only the assignee and users with a higher hierarchical role can publish, modify or delete data.
**Public: read, create/edit** All users can view, create and edit the module data. Only the assignee and users with a higher hierarchical role can delete data.
**Pubblic: read, create/edit, delete** All users can view, edit and delete data. With this setting the CRM is completely public.
Keep in mind that the behaviour of some modules implies the same induced behaviour of connected modules. For example, if the Accounts module is set to Private, Quotes, Tickets, Sales Orders, Purchase Orders and Invoices will also be in Private mode. Messages and Notes allow you to set access privileges in a more systematic way. The sharing of the Calendar module differs in behaviour from the procedure of the other modules, and is analysed in detail in the relevant chapter. The sharing access settings cannot, therefore, be changed. # 16.5.2 Custom Rules At the bottom of the Sharing Access panel, you can create exceptions to the permissions that you have defined so far, thus creating exceptions to the hierarchy of roles. [![16.5.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/HIp16-5-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/HIp16-5-2-1.png) - Press Add privileges on the module for which you want to create an exception; - Then select the entity owner role in Step 1; - Select the role for which you want to extend visibility in Step 2; - Then define the permission between Read Only or Read and Write; - Enter the desired user tab and add the newly created rule in the "Owner-based sharing rules" menu item. # 16.6 Access Field The available function is used to control the visibility of the fields in the various modules on the part of the entire organisation. You can use this function both to show and to hide selected fields. By default, all fields are considered visible. It is not possible to disable the mandatory fields of the modules. [![16.6 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/eYI16-6-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/eYI16-6-1.png) **Warning!** The Access Fields rules prevail over the rules set by the Profiles except for the ADMIN user who will see them all, even if they are disabled. # 16.7 Advanced Sharing Access This allows you to extend data access permissions for a user on a specific module, based on rules defined according to the same logic as filters. Let's look at an example: the Milan Agent user must be able to access the Account registries (all of them, even those assigned to others) for the province of Milan. **STEP 1:** Add a rule in the Accounts module, then configure the rule. In our example, on Accounts&Contacts the rule will be a Province equal to Milan. [![16.7 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/tZK16-7-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/tZK16-7-1.png) **STEP 2:** from the user tab (Settings > Users), link the rule with the Accounts and Contacts module and define the type of permission under "filter-based sharing rules" [![16.7 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Gr316-7-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Gr316-7-2.png) **STEP 3:** Ater every single modification please **press the button "Recalculate"** to apply the changes made. [![16.7 [3] correct.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/16-7-3-correct.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/16-7-3-correct.png) **Note!** vtenext Community: it is allowed to create only one rule of advanced sharing access for module. [![16.7 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Gr316-7-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Gr316-7-2.png) # 16.8 Audit Trails The Audit Trails function allows the system administrator to know what a user has done in vtenext. You can enable/disable this control via the flag in the box, relative to the selected user. This function has been improved from version 21.01, making it centralized, with the facility for granular extraction of all activities with complete details. [![16.8 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/cEo16-8-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/cEo16-8-1.png) *User selection example* [![16.8 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/T0O16-8-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/T0O16-8-2.png) *User activity detail view* # 16.9 User Login History As a vtenext administrator, you can monitor access to the system and view the history of each user. [![16.9 [1] correct.png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/16-9-1-correct.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/16-9-1-correct.png) # 16.10 Check User Login Again, as an administrator user, you can view failed login attempts for each user and if they have been blocked (for example, if they have entered their password incorrectly more than 5 times), you can reactivate them by clicking on **"Add to whitelist"**. [![16.10 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/16-10-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/16-10-1.png) # 17 vtenext customization: advanced settings # 17 vtenext customization: advanced settings Customisation features are very important because they guarantee the use of vtenext for a wide range of business processes. It is possible to design the data structure for the vtenext modules via easy-to-use web interfaces: for example, it will be you who will define the structure of your Leads, Contacts and Accounts archives or Trouble Ticket information. The standard set-up of vtenext presents a wide range of modules that can be subsequently readapted to the needs of specific cases: you can add fields of any kind (text, number, percentage, etc.), compile drop-down menus with values decided by you, set conditions for a greater or lesser restrictive access to fields, set automatic action-reaction mechanisms, and much more. We recommend that you customise your CRM by following these steps: - Customise the layout of the modules according to the content you need to load (see Layout Editor); - Define the lists using the Filters tool (please refer to it for further details) taking into account the custom fields introduced; - Define (or redefine, if necessary) the access and security privileges of each user, also in the individual field (see Sharing Access, Roles and other tools involved); - Introduce additional customisations (using the tools listed in this chapter), for example view colouring or workflows. The tools to customise vtenext can be found in the Business Process Manager section of the General Settings menu:
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000607167.png) Generates the processes that autonomously manage the data flow within the CRM
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000614242.png) Generates automatic actions in the CRM when predefined conditions occur (trigger > action)
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000653857.png) Generates new wizards, which allow the creation and management of records, belonging to different modules and their relationships.
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000658387.png) Generates new modules, manages their content and relationships with other modules, with advanced SDK editing capabilities.
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000675105.png) Accesses the settings of all modules (including extra modules) to enable/disable them and change their layout
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000685457.png) Customises drop-down menus, to add, delete or overwrite values, change their order and visibility by roles
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000690423.png) Manages multi-language drop-down menus
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000695850.png) Creates dependencies between drop-down menus: the choice in the second menu depends on the choice in the first menu
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000700518.png) Management of status changes of CRM items according to constraints and pre-defined authorisations on roles
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000716354.png) Controls the behaviour of fields (visibility, modification, etc.) on the basis of certain conditions
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000723883.png) Protects the values assumed in the fields
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000730892.png) Selects and orders the modules shown in the main navigation menu
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000808591.png) Assigns a colour to the data, based on the values of the picklist fields, which is displayed in the list view of the module, in the Kanban, in the related items and in the dashboards of the homepage. Warning! Only one picklist per module can be assigned to the colours.
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565000738301.png) Reads one or more mailboxes and, when a condition occurs, activates automatic mail operations.
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-09-Sep/scaled-840-0/image-1569580047781.png) Imports data from CSV files or databases with the option to schedule the process and create advanced queries for data extraction **Warning!** This function is not available in the cloud version.
# 17.1 Process Manager The Process Manager is the tool that makes it possible to manage processes within a company, interpreting the drawings generated through a Business Process Model and the Notification tool (for example www.bpmn.io). These tools represent all the automatic processes that will generate the company workflows in charts and diagrams, which will then be generated by the vtenext Process Manager. **Versioning:** All settings for processes can be saved, generating a version (e.g. v.1.0). Versions can be exported or imported to ensure a higher level of security during setup. **Import the process into vtenext and Process Helper** [![17.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/3Jk17-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/3Jk17-1-1.png) From the screen below, accessible from Settings > Process Manager, you can import the processes created in the BPMN tool. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565001267909.png) By clicking on Import BPMN, you can browse your hard disk and load the diagram created. It is also possible to load processes previously carried out with vtenext by clicking on the Import vtenext BPMN button. Clicking on the task opens the screen where you can set the conditions. Since you want something to happen every time a company is created: [![17.1 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/uka17-1-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/uka17-1-4.png) - In Entity choose Account - In "when to check" select "first save only" - Click on the "New Group" button - Set "Rating" equal to "Active" - Click on Save By clicking on the "gateway" task, you can set if/else conditions. You can then select the following from the respective drop-down menus: [![17.1 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lXa17-1-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lXa17-1-5.png) - in Active equals Rating, choose "ScriptTask: create potentials" - in otherwise go to, select "ScriptTask: send email" - click on Save By clicking on the "create potentials" task, you can set the expected actions using the respective drop-down menus: [![17.1 [6].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/jTb17-1-6.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/jTb17-1-6.PNG) - click on New Action - in Create a new type of action, select "Create Entity" - click on Create Clicking on "create" opens the screen that allows you to set the variables that will automatically compile the new Potential. [![17.1 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/D8N17-1-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/D8N17-1-7.png) - Edit the fields using the variables made available by the module - Once you have completed the fields, click on Save In the Process Manager you can create entities (processes) associated with any CRM module, which contain a set of instructions that allow you to configure the different phases of the business process. These phases are managed through dynamic forms, which the user can utilise to move within the flow and which are modified by the Process Manager according to the status of the business process that the user is located in. The Process Helper is a tool that allows you to configure the instructions to be executed at each stage of the business process and to set the conditions that, if verified, carry out dynamic form changes. Through the Process Helper, it is also possible to define the default assignee and the entity associated with the process. In the "Process Helper", you have the option of inserting the suggestions to be given to the operator in order to be able to follow the work process. [![17.1 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/kRH17-1-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/kRH17-1-8.png) - Under Assigned you can enter a default assignee user - In Related To you can use the company task variable - In Instructions there is the option of inserting a comment that will be used by the operator to verify the status of the tasks You must now set the actions in the "send email" task. By clicking on the task, you can enter the variables concerned: [![17.1 [9].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/mBv17-1-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/mBv17-1-9.png) - In Create a new action type, select Email - Click the Create button At this point you can enter the variables by selecting the relevant fields from the drop-down menus (such as From, To, CC, Object, etc.) [![17.1 [10].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/KNs17-1-10.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/KNs17-1-10.png) In the space for the email text, you can enter a standard text and also use the variables to refer to the recipient by name, enter the company name and much more. Finally, from the Modules > Processes menu, you can follow all the in-progress processes and check their progress within the initially imported diagram directly. For further information, please refer to the specific BPMN process manual. # 17.2 Workflow The Workflow tool was replaced by the module processes (Process Manager). It is possible to see all the Workflow that were created, but is not possible to create new Workflow. If an user try to click on New Workflow in the top right corner of the screen, the crm will show the following pop up: *[![17.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/kbk17-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/kbk17-2-1.png)Workflow module has been replaced by Processes. Would you like to create a process?* # 17.3 Status Manager This tool makes it possible to implement flow logics in the management of information through the definition of rules for the change in value of a field Status. **A practical example is given below.** A quote must be approved by the sales manager before being delivered to the customer. The agent creates the offer, submits it to the manager, who may decide to approve it or not. The budget cycle will therefore be characterised by the following status steps: ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565002592509.png) With the Status Manager it is possible to force the user to follow a predefined path, preventing them, for example, from delivering the quote if they have not received approval. This allows for greater control and exploitation of information, as well as making such approval cycles simpler to manage. In addition, the logics can be defined based on the roles involved in the flow. Let's suppose, for example: - agents are authorised to create offers, request approval and, if received, deliver the offer to the customer (the enabled steps are highlighted in blue in the diagram below); - the sales manager is authorised to approve offers (their steps are highlighted in red). ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565002664350.png) Each step is stored in a history that accurately records the players involved and the actions carried out, allowing for monitoring of the progress of the flow. Let's see how to implement the above example (via the administrator user). **STEP 1:** From Settings > Standard Picklist Editor, set the Quote Status field with all necessary values: Created, Requested Approval, Not Approved, Approved, Delivered, Accepted, Rejected. [![17.3 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/nbg17-3-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/nbg17-3-3.png) **STEP 2:** Go to Settings > Status Manager, choose the Quotes module, then the Quote Status field, and click on "Enter in management". [![17.3 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/sNu17-3-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/sNu17-3-4.png) **Warning!** You can configure the Status Manager for only a single module field. If you try to activate the status manager on a second field, the system warns you that the operator is already active by turning the field they are actively working on in red. **STEP 3:** Select the role through the relevant picklist. Keep in mind that the rules for change of status will apply to all users associated with this role. [![17.3 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/17-3-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/17-3-5.png) **STEP 4:** Once the role has been chosen, the table for configuring the rules for value changes appears. [![17.3 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Yyk17-3-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Yyk17-3-6.png) First define the initial value that the field should take, when the selected role creates a new quote (each role may have different initial statuses). Then complete the configuration table with the status changes. The table must be completed by line: the symbol ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555427815531.png)represents the current status - activate the flag ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555427828991.png)at the allowed changes (from the current status to the destination status) - deactivate the flag ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555427843086.png) at unauthorised changes You can activate all status changes or deactivate all changes using the Select All and Deselect All buttons. In the examples below, the configuration is different for manager and agent. [![17.3 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Tyy17-3-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Tyy17-3-7.png) (final configuration for Agent role) [![17.3 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/FuO17-3-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/FuO17-3-8.png) (final configuration for Sales Manager role) You can quickly copy a State Manager configuration for another role. After selecting the module, field and role you want to configure, select the role from which you want to copy the configuration and press Copy. **Attention!** All roles must have a configured Status Manager. **Example of agent side use** The following is an example of utilising user-side CRM for the quote case, with Status Manager configured. 1. Creating New Quote. The new record will take on the Created status automatically and without the possibility of modification. 2. Changing the status. To change the field controlled by the Status Manager you must use the panel that is available inside the Other button on the right in the detail view. [![17.3 [9].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Yrd17-3-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Yrd17-3-9.png) The panel shows the list of possible steps for the user. To change status, click on the new status entry and enter a note if necessary: [![17.3 [10].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/0Ht17-3-10.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/0Ht17-3-10.PNG) 3\. The Status History records each change in value. The standard field of the entity will therefore not be modifiable via picklists. [![17.3 [11].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/gpH17-3-11.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/gpH17-3-11.png) # 17.4 Conditionals Conditionals allow you to define special permissions to access one or more fields of the same module when a condition defined within it occurs, with the same logic as advanced filters. When a condition occurs: - one or more fields are rendered hidden; - one or more fields are rendered read-only; - one or more fields are rendered visible and editable; - one or more fields are rendered mandatory; - a combination of the above points is created. These rules can be defined for users who belong to a role, a branch of the hierarchy, or a user group. **Examples of use.** **a)** In your business activity three types of company are classified (Customers, Partners and Competitors) through the Type field present in the registry. You also need to define an additional specification for each type, by preparing the Specify Customer, Specify Partner and Specify Competitor fields. You can configure Conditionals as follows: - if the company is Type = Partner, display the Specify Partner field and hide the Specify Customer and Specify Competitor fields (so that users cannot fill them in incorrectly); - if the company is Type = Competitor, display only the Specify Competitor field; - if the company is Type = Customer, display only the Specify Customer field. **b)** You have prepared two blocks of information in the registry, one for commercial management and one for technical management. You want to give traders access to technical information, but you do not want to give them permission to change it. Through Conditionals you can redefine the access permissions on the individual fields of the "Technical Information" block by setting them as visible but not changeable for the commercial role. Let's look at how to create and configure the rules. Again, only the administrator user can access Settings > Conditionals. [![17.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Pr417-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Pr417-4-1.png) **STEP 1:** Configuration of the rules. [![17.4 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/ygG17-4-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/ygG17-4-2.png) Enter the name of the rule as you like: - select the module on which to apply the rule; - indicate the role or group for which the rule must be valid (the rule will then be applied to all users belonging to that role or group). The rule can be applied to: - a specific role (e.g.: Role: Agent) - a branch of the hierarchy (e.g.: Role and subordinates: Sales Manager) - a specific group of users (e.g.: Team Marketing Group) [![17.4 [3].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lmm17-4-3.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lmm17-4-3.PNG) Then enter the condition(s) that must be checked for the rule to be applied. Remember that you can define the rules only on the chosen module. [![17.4 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/LZ917-4-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/LZ917-4-4.png) It is possible to define multiple conditions (Add Condition): all conditions are linked with AND operator. To activate the rule all conditions must be met. For checkbox type fields (flag), enter 0 for "no" and 1 for "yes". **STEP 2:** To access the field permissions configuration area, press Show. Then define the permissions for each field. [![17.4 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lrc17-4-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lrc17-4-5.png)
**Managed** Means managed by the rule, when it occurs. The fields that you do not have to manage should be left disabled; in conjunction with those to be managed, tick the box and proceed with the others. By enabling only this field, without the subsequent ones, the field will be hidden.
**Read** By enable reading permissions, the field will be visible
**Write** By enable writing permissions, the field will be editable
**Mandatory** Makes the field mandatory (function active only in the event of combined use of Status Manager and Conditionals)
**Configuration examples.** Hide a Field (you set it to be managed but do not enable any of the other available permissions) [![17.4 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/t8w17-4-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/t8w17-4-6.png) Make a field read-only (manage it and enable read-only permission) [![17.4 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/xKK17-4-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/xKK17-4-7.png) **Versioning:** All settings for Conditionals can be saved, generating a version (e.g. v.1.0). Versions can be exported or imported to ensure a higher level of security during setup. **N.B.:** the conditional fields are not managed by the mobile app, so the configurations made are valid only for the web version. # 17.5 Wizard Creator The "Wizard Creator" function allows the administrator to create guided procedures (called wizards to be exact). You can access this function through Settings > Wizard Creator; you can create your own custom wizard following 4 simple steps as you can see in the following screens. [![17.5 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/v4N17-5-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/v4N17-5-1.png) [![17.5 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/45K17-5-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/45K17-5-2.png) [![17.5 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Lnq17-5-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Lnq17-5-3.png) You will be able to view the created wizard at the end of the four steps. [![17.5 [4].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lN217-5-4.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lN217-5-4.PNG) Once saved, the Wizard can be inserted into a tab in the view by list of a module. In the specific example, a Wizard has been set up for creating technical support tickets. You then go to the specific module and click on the page configuration. [![17.5 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Ak017-5-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Ak017-5-5.png) Click on "New simple tab" and choose a name for this new view. [![17.5 [6].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/pOH17-5-6.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/pOH17-5-6.PNG) [![17.5 [7].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lbz17-5-7.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lbz17-5-7.PNG) When you click the "Create" button, a blank page will appear with the following sentence: “No widgets configured. Click here to create a new one.” This will allow us to choose the Wizard item from among the available options. [![17.5 [8].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/f9G17-5-8.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/f9G17-5-8.PNG) Once this is done, the CRM will ask us to choose the Wizard to display in the newly created tab. [![17.5 [9].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/ANf17-5-9.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/ANf17-5-9.PNG) By clicking on the "Save" button, we can obtain the result as shown below. Clearly, several Wizards and dashboards can be placed on the same page at the same time. This is to allow each user to choose how to configure their display. [![17.5 [10].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/17-5-10.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/17-5-10.png) Clicking on the "Create Ticket" button in the Wizard, a popup will appear, with the option of creating a ticket via a number of simple steps. [![17.5 [11].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Vr317-5-11.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Vr317-5-11.png) # 17.6 Modules Creator This tool allows for the autonomous creation of entire modules integrated perfectly within the standard vtenext setup. Both basic (line header) and commercial (with product block) modules can be generated. Let's look at the step-by-step creation of a new, more advanced, module; in the example shown, we will create the Returns module. To start with the new module creation wizard, click on the Add button. [![17.6 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/lGQ17-6-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/lGQ17-6-1.png) # 17.6.1 Create new module **STEP 1:** Module information The explanation of the individual entries can be found next to the fields to be filled in. Other labels are automatically proposed by typing the name for the new module. [![17.6.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/kBO17-6-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/kBO17-6-1-1.png) **STEP 2:** Blocks and fields Some of the functions of the Layout Editor (those for creating and moving fields) allow you to fill in the module with the necessary content. Here, however, it is also possible to add relationship fields with other modules via the icon. [![17.6.1 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/SXA17-6-1-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/SXA17-6-1-2.png) The relationship field allows you to hook a record of the chosen module. In the example, our return can be linked to a sales order in the system; the type of relationship is N to 1 (the return is linked to 1 order only; the order can be linked to several returns). The result in the returns module will be as follows: [![17.6.1 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/AO217-6-1-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/AO217-6-1-3.png) **STEP 3:** Default filter [![17.6.1 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/oGC17-6-1-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/oGC17-6-1-4.png) In the first part, you can set the display of the "All" filter by choosing the columns that most interest you (similar to when you create a new Filter on a module). In the second part, you can choose the Returns columns that will be displayed by a linked module. The result will be as follows: [![17.6.1 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Pt017-6-1-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Pt017-6-1-5.png) **STEP 4:** Relations You will be shown the default present relations and those of type N to 1 created in the previous step. By clicking Add, you can create N to N type relations, i.e. through the relations menu. In our example, we want each return to be related to one or more suppliers, and vice versa. You can also add other N to 1 relations. [![17.6.1 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/PL317-6-1-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/PL317-6-1-6.png) [![17.6.1 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/WZM17-6-1-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/WZM17-6-1-7.png) The result will be as follows: [![17.6.1 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/FDl17-6-1-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/FDl17-6-1-8.png) **STEP 5:** Labels At this point you can translate all the module labels into the other languages installed in vtenext. If no changes are made, the new module will always appear in the language in which you are creating it (in our example, English). [![17.6.1 [9].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/JrI17-6-1-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/JrI17-6-1-9.png) **STEP 6:** Advanced Before launching the new module, you can define its main sharing privileges.
**Shared Access** Private or public in various ways; see Sharing Access chapter
**Enable Quick creation** Makes the form available for Quick Creation, in the menu of the bar on the right
**Enable Import** Allows data to be imported from an external source (CSV file) into the module
**Enable Export** Allows you to export module data to CSV files
**Enable Duplicate Management** Allows verification of duplicate data within the module
[![17.6.1 [10].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/jl317-6-1-10.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/jl317-6-1-10.png) **INSTALL** Once the creation procedure is complete, your new module appears on the home screen accompanied by a series of icons. The module is not yet active: after creating it you need to install it so that it appears in the vtenext modules menu and can be used to interact with others. To activate the module, press the Play icon ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555428553662.png) The system will process the operation in a few moments. [![17.6.1 [11].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/H1217-6-1-11.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/H1217-6-1-11.png) # 17.6.2 Other functions on modules **Unistall, import, export**
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555428683708.png) Uninstall the module: it will no longer be usable and the records contained within it will be removed
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555428687729.png) Change the settings related to the module, repeating the previous steps. This function is only available if the module has not been previously uninstalled
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555428693125.png) Export the XML format module (stored in RAR files)
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555428698549.png) Delete the module permanently; before being deleted, a module in use must be uninstalled
[![import_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/import_button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/import_button.png) Import a module saved locally in XML format
# 17.6.3 Import new language pack The module manager allows you to import a new language package. The procedure below sets out the installation steps. [![install_new_language_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/install_new_language_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/install_new_language_1.png)[![install_new_language_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/install_new_language_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/install_new_language_2.png) [![install_new_language_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/install_new_language_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/install_new_language_3.png) [![install_new_language_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/install_new_language_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/install_new_language_4.png) [![install_new_language_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/install_new_language_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/install_new_language_5.png) [![install_new_language_6_7.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/install_new_language_6_7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/install_new_language_6_7.png) The new language can be changed in the user preferences. ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1590582455714.png) # 17.7 Layout editor From Settings > Business Process Manager > Module name (es. Accounts) is possible to access to Layout Editor of any module. [![17_7-Layout-editor.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor.png)
[![17_7_Layout-Editor_più.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-08-Aug/scaled-840-0/17_7_Layout-Editor_pi%C3%B9.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-08-Aug/17_7_Layout-Editor_pi%C3%B9.PNG) Add cusomized field in the module
[![17_7_Layout-Editor_calamita.PNG](https://usermanual.vtenext.com/uploads/images/gallery/2021-08-Aug/scaled-840-0/17_7_Layout-Editor_calamita.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2021-08-Aug/17_7_Layout-Editor_calamita.PNG) Attract fields coming fom other sections
[![17_7_Layout-Editor_occhio.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-08-Aug/scaled-840-0/17_7_Layout-Editor_occhio.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-08-Aug/17_7_Layout-Editor_occhio.png) Allow to see fields that has been hiden
It is possible to move a field thanks to the drag&drop function, both inside of a blocka and from one block to another one. [![17_7-Layout-editor_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_2.png) **The layout editor allows you to:** - add a custom field within a block - change the positioning of a field - edit properties of the field - display the list of hidden fields, with the option of restoring them - move fields in other blocks into one block - add new blocks to the tab (a block is a set of fields, useful for keeping the tab tidy) - block operations: move above/below, delete (only allowed if the block does not contain fields) - sort the relationships (serves to define which relationships to keep in the single tab configurator) - add a new tab with relative blocks and fields **Versioning:** all settings for the modules can be saved, generating a version (e.g. v.1.0). Versions can be exported or imported to ensure a higher level of security during setup. [![17_7-Layout-editor_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_3.png) **Custom field types** The following are the specifications of the fields available during creation:
**Text** It is a field that can contain from 1 to 255 characters (letters and numbers). The desired length and the name to be given therefore need to be defined.
**Text Area** Text field with pre-set dimensions, visual width equal to the card and with a maximum number of characters of 66,000 (letters and numbers)
**Number** It is a field that can contain from 1 to 64 numbers (including decimals). The desired length, the name to be given and how many decimal places to enter and display therefore need to be defined.
**Percentage** The name to be given to the field needs to be defined (it is recommended to insert the % symbol in the label, as a reminder). The field is purely numeric with the impossibility of exceeding 100%
**Currency** The name to be given, the desired length and how many decimal places to enter and display need to be defined
**Date** The name to be given needs to be defined. Activate the datapicker and autocomplete with today's date in the entity creation phase
**Email** The name to be given needs to be defined. Once the email address is saved, if clicked, it will open the predefined composer window to create a new message
**Phone** The name to be given needs to be defined. Once the number is saved, if the switchboard is configured, you will be able to use click-to-call
**URL** The name to be given to the field needs to be defined. Once saved, the URL address allows you to open it in a new tab
**Check Box** This is a YES/ NO flag field. The name to be given needs to be defined
**Picklist** To create a drop-down menu with the fields of your interest. The name to be given to the field and to the values (one below the other) of the list needs to be defined
**Skype**Define the name to be attributed. Once the Skype ID is saved, it will open the chat directly with the ID setted.
**Combo multisection box** To create a drop-down menu where, using the CTRL key, you can select multiple values. The name to be given to the field and to the values (one below the other) of the list needs to be defined
**Multilanguage Picklist** To create drop-down menus, whose values will be available for translation into other languages. The name to be given to the field needs to be defined and then the values (with related translations) created through SETTINGS > MULTI-LANGUAGE PICKLIST EDITOR
**User** The name to be given needs to be defined. It is used to insert an additional link to the entity with a user
**User without filtering permits** The name to be given needs to be defined. It is used to add a link between the entity and a user by bypassing roles and permissions
**User from filtered list** The name to be given needs to be defined. It is used to add a link between the entity and one of the users defined upstream
**Group** The name to be given needs to be defined. It will provide a drop-down menu with any available groups
**Button\*** Allows you to create a button that recalls a custom function. You need to enter the code during creation *\*see also 17.7.1 BUTTON field in vtenext*
**Table Field** It allows you to create table fields, which permit you to insert lines with values of choice, recalling them from the modules or creating them specifically
**Attach documents** It allows you create a field for adding documents at the same time as creating an entity
In the top right corner of the screen, has been added the button **RELATIONS MANAGEMENT.** This button allows to modify the relations columns present in the record details of all modules in the crm (For example. we are in the Accounts module, we can modify the columns present in Contacts, Potentials, Sales orders, etc.). [![17_7-Layout-editor_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_4.png) [![17_7-Layout-editor_5.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_5.png) Lastly is possible to see a **Preview** of the screen based on a certain profile, this function allows to immediately verify if the configuration has be done correctly. [![17_7-Layout-editor_6.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_6.png) *Clicking on Preview, the system will open a pick list* [![17_7-Layout-editor_7.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_7.png)*From the opened menu, it will be possible to choose from which profile see the screen preview* *[![17_7-Layout-editor_8.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_8.png)* *If there will be no available users for the chosed profile, the crm will show the popup above* *[![17_7-Layout-editor_9.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_9.png)* *Example of screen preview* --- **Layout Editor for Products block** There is also the possibility to modify the columns present in the product block in the module **Quote, Sales orders, Purchase order and Invoice.** The configuration, allows to vary the number of columns with customized fields ( for example unit of measurement, count per package, checkbox, description field or text fields, currency fields or numeric, etc.). The possibility to modify the columns in product block in addition allows, for each created field, to manage also new formulas, giving the possibility to go beyond the classic but however present, PxQ ( Price multiplied Quantity); [![17_7-Layout-editor_10.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_7-Layout-editor_10.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_7-Layout-editor_10.png) # 17.7.1 BUTTON field in vtenext The button field, present in SETTINGS > MODULE MANAGER > MODULE NAME > LAYOUT EDITOR, allows us to insert a custom JavaScript function. This gives us the option of creating an automatic process/action on certain fields in the CRM. To illustrate this, we will give a simple example. By clicking on a **CONTACT** button, we want the **CONTACT REQUEST** checkbox field to go from NO to YES (the field to become flagged). Here's how to proceed: \- Go to SETTINGS > MODULES MANAGER > **ACCOUNTS** > LAYOUT EDITOR and create the control box field, called **CONTACT REQUEST**. Create also the button type field called **CONTACT**. \- At this point, in the button type field, we will find two variables to enter, in addition to the name that will appear as a label: 1. Click **confirm ('Accounts')** - the name of the module we are operating in will be between inverted commas 2. Code: ``` var VTUtils = VTUtils || { saveField: function(module, crmid, fieldname, value, callback) { jQuery("#status").show(); var data = "file=DetailViewAjax&module=" + module + "&action=" + module + "Ajax&record=" + crmid + "&recordid=" + crmid; data = data + "&fldName=" + fieldname + "&fieldValue=" + value + "&ajxaction=DETAILVIEW"; jQuery.ajax({ url: 'index.php', data: data, type: 'POST', success: function(response) { console.log(response); if (response.indexOf(":#:FAILURE") > -1) { alert(alert_arr.ERROR_WHILE_EDITING); } else if (response.indexOf(":#:SUCCESS") > -1) { if (typeof callback == 'function') callback(); } jQuery("#status").hide(); } }); }, }; function confirm(module){ var url_string = window.location.href; var url = new URL(url_string); var record = url.searchParams.get("record"); VTUtils.saveField(module, record, 'nomecampo', '1', function() { location.reload(); }); } ``` In the last part of the code, where **'fieldname'** appears, we will replace it directly with the name of the field we want to modify. To find the name of that field, simply use the "inspect" function on the Chrome browser (right mouse button) or "scan item" on the Firefox browser (right mouse button). Moving on, lastly, to the Accounts module, we will find the newly created button in the registry details. Pressing it, we'll see the **CONTACT REQUEST** flag field change from no to yes after a few moments. # 17.7.2 Custom fields mapping for Leads conversion For the Leads module only, you can map the custom fields for the transfer of content to the Accounts, Contacts and Potentials modules, which will delete the source lead upon conversion. If the field is not mapped, the information will be lost. [![17.7.2 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/17-7-2-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/17-7-2-1.PNG) Through the Layout Editor, create the custom field both on Leads and on the modules where you want to transfer the data (Accounts, Contacts and/or Potentials). The fields must have the same characteristics: the same type (text/picklist/number/etc.) and the same length. [![17.7.2 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/17-7-2-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/17-7-2-2.png) Using the custom Field Mapping panel, click "Edit" and then "Add field to map" to create a new line. Then choose the source field in Leads and the newly created destination fields in the Accounts, Contacts and/or Potentials columns. [![17.7.2 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/F2m17-7-2-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/F2m17-7-2-3.png) The pre-existing fields in vtenext are already mapped but you can modify their mapping at will. # 17.7.3 Modules Manager and Layout Editor [![17.7.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/W4j17-7-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/W4j17-7-3-1.png) The Modules Manager allows for the activation and deactivation of all modules within the CRM, both standard and custom. It also allows us to manage the updating, enabling, disabling and creation of modules in the CRM. In the list of modules, the green flag means that the module is active as a general CRM setting. To deactivate it and "turn it off" (acting on all users/profiles/roles except the administrator), just click on the flag and it turns into a red X. The Layout Editor can be accessed via the gear icon and from the Module Manager. - **Layout Editor:** creation of fields, addition of block and shifting of fields already inserted; - **Mobile Layout:** configuration of the field layout for access via apps; - **Field Formulas:** for calculation functions on custom fields; - **Custom Field Mapping:** to map the custom fields of leads in the Accounts, Contacts and Potentials modules so that on conversion the data is reported on the new entity; - **Workflow:** automated processes on the module you are in; - **Linked Picklist Editor:** Edits the links between picklists; - **Standard Picklist Editor:** customises the picklist values in each module. # 17.8 Standard Picklist Editor It allows you to modify the content of Picklists, adding or modifying the values present, and assigning different views by role (i.e.: two users of different roles see different values of the same picklist). [![17.8 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/9lK17-8-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/9lK17-8-1.png) 1. select module 2. choose the picklist field 3. add values to the picklist. If the picklist is not a mandatory field, it is recommended to enter a first item which is neutral such as – select – to remind users to enter the drop-down menu and to prevent the first value entered being taken by default 4. edit picklist values 5. delete picklist values 6. use the "Assign" button to enable other roles to view a picklist value or to change the sorting of entries. [![17.8 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Xyu17-8-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Xyu17-8-2.PNG) **Warning!** Some Picklist contents cannot be changed/deleted as they are set by default. Picklists are accessible from the Module Manager. # 17.9 Multilingual Picklist Editor It is necessary to configure multi-language drop-down menus when you have users accessing vtenext in a language other than Italian (the languages are available in User Preferences), and therefore must see the contents of the picklists translated, in addition to the labels. The picklists are accessible from the Module Manager. Once the multi-language picklist fields have been created using the normal Layout Editor, the values must then be entered into the Multi-language Picklist Editor to be translated. [![17.9 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Zd317-9-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Zd317-9-1.png) Enter the values in the different languages: [![17.9 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Hak17-9-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Hak17-9-2.PNG) # 17.10 Linked picklist editor Configuring Linked Picklist fields means establishing a dependency between the values of two drop-down menus. For example, the Invoice field will propose the content based on the previously selected value in the drop-down Status menu. To create a new link between two picklists from Settings > Linked picklist editor, select the reference module and then indicate the pair of picklists to link. [![17.10 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/z3J17-10-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/z3J17-10-1.png) Fill in the dependency matrix: [![17.10 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/S8c17-10-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/S8c17-10-2.png) The first line (table header, in bold) shows the values of the first picklist. Below each value, you must activate the desired values for the second picklist in the respective column. For example, when you choose the Invoice value in the first picklist, the second picklist will propose the values you have activated in this matrix in the Status column. # 17.11 Encrypted Field Editor The encrypted field editor allows you to protect the content of a field by means of an access password. The user can only access the contents of the field after entering the password. [![17.11 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/7wW17-11-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/7wW17-11-1.png) Choose the module and the field of interest and enter the password: [![17.11 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/dcq17-11-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/dcq17-11-2.png) **Warning!** If you forget your password, the data can be recovered through technical assistance. # 17.12 Menu Settings [![17.12 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/rA117-12-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/rA117-12-1.png) This allows you to choose the main modules, and the order of items, of your CRM, which will be displayed directly in the left column. [![17.12 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/qbu17-12-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/qbu17-12-2.png) # 17.13 List view colours Allows for the application of custom colours of views by list, or related list, based on the value assumed by a picklist-type field or control box. **Note that only one field can be chosen per form.** Furthemore is possible to choose the **style through which color records**, which are: Full row, Little block on the left or Thin line in the bottom of the record. Lastly is possible to adjust the color intensity, thanks to a slider that manage the percentage value.
**Full row** [![17_13-List-view-colours_1.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_13-List-view-colours_1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_13-List-view-colours_1.png)
**Little block on the left** [![17_13-List-view-colours_2.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_13-List-view-colours_2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_13-List-view-colours_2.png)
**Thin line** [![17_13-List-view-colours_3.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_13-List-view-colours_3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_13-List-view-colours_3.png)
For example, we want to view Accounts records with colour based on the **Rating field**. [![17_13-List-view-colours_4.png](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/scaled-840-0/17_13-List-view-colours_4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2021-12-Dec/17_13-List-view-colours_4.png) *Edit page to change the color of the Accounts based on Rating field* This colour will then be shown on the All filter (no active filter) and on the custom filters created for the module. [![list_colored.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/list_colored.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/list_colored.png) *List view with coloring* # 17.14 Field Formulas Field Formulas are custom fields that handle simple calculations and generate the result directly in a specially created field. To start, simply go to Settings> Desired Module (e.g. Accounts) and click on **"New Field Expression"**. [![17.14 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6zX17-14-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6zX17-14-1.png) This wording will not be present unless we have previously created a field to use for the result. This will be clear because instead of the "New Expression Field" button, we'll find the words **"You need to add a string field or an entire Custom Field"**. Going to the Layout editor of the Accounts module, you can prepare the fields that are suitable for our purpose, for example, to calculate the total number of employees by adding the internal ones to external ones. [![17.14 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/yeV17-14-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/yeV17-14-2.png) Then, from the Field Formulas, select the Target field (i.e. the field in which the total number of employees will be printed) and set the expression as follows (the fields chosen will be, in fact, Number of internal employees and Number of external employees): [![17.14 [3].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/UpJ17-14-3.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/UpJ17-14-3.PNG) In the Accounts module, the result will be as follows: ![](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1590587169729.png) In the formulas you can use all algebraic operators: plus (+), minus (-), divided by (/), multiplied by (\*). It is also possible to configure If/Else controls following the structure: **if** condition **then** true\_case **else** false\_case **end** It is also possible, however, to make expressions with date type fields; there are two operators in particular: [![17.14 [5].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/LKb17-14-5.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/LKb17-14-5.PNG) **time\_diffdays:** gives the difference in days between two dates **time\_diff:** gives the difference in seconds between two dates. **Note.** If only one parameter is entered in the time\_diff and time\_diffdays functions, the value returned in the Field Formula is the difference between the current date and the date entered in the parameter. For example, for custom field C, you want it to store the number of days since the last phone contact of the Company. # 17.15 Mail Converter The Mail Converter is a tool that allows you to read one or more mailboxes and, when a condition occurs on an email, to activate automatic operations such as archiving the email, linking it to a registry entity, or transforming the email into a Ticket in the HelpDesk module. From vtenext 20.04 it is possible to configure in the mail scanner function also certified mailboxes (PEC). [![17.15 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/GX917-15-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/GX917-15-1.png) Enter your new mailbox data. [![17.15 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/prR17-15-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/prR17-15-2.png) **N.B.:** if you want the Mail Converter to update the same ticket each time, linking the replies that arrive via email from the client, you need to insert the "Regex" variable in the subject line and both the "Update ticket" variable and the "Ticket ID" Comparison Key as an action(see image). Regex must be in first position, so that the CRM checks if a Ticket with that title already exists, in which case it updates it, or, if it is not present, creates a new one.
**Scanner Nome** Indicate the name, as preferred, to be given to the scanner
**Server Nome** Enter the address of the IMAP mail server, for example: mail.dominiocompany.it
**Protocol** Indicate IMAP4 or IMAP2
**User Name** Enter the User Name to access the inbox; it usually matches the email address
**Password** Enter the inbox access password
**SSL Type, SSL Method** Indicate the access security protocol information if required
**Parameters** It is used to configure advanced parameters for the imap connection, without using the code. Example: - Parameter name: DISABLE\_AUTHENTICATOR - Parameter value: PLAIN
**PEC** Indicate that the current email address is a PEC By enabling the flag. In this way the ticket will be created using the original email, that is the one contained in the attatched .eml file.
**Status** Enable = mailbox scan is active; Disable = mailbox scan is not active
**Find** Indicate if: - All = all emails after the last scan - Not read = only emails not read after last scan
**After Scanning** Allows you to indicate whether to change the status of the email after scanning: - Empty = does not change the status - Read = the email is marked as read
**Warning!** The mailbox must be accessible in IMAP mode; you cannot configure access in POP3 mode. After saving the mailbox data you can: - Decide which folders in your inbox will be read, using the Select Folders button - Configure the rules of the Mail Converter, using the Setup Rule button - Manually launch the scan of the box, using the Scan Now button [![17.15 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/LQN17-15-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/LQN17-15-3.png) **Select Folders** Activate the flag at the folder to be scanned. [![17.15 [4].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/2OE17-15-4.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/2OE17-15-4.png) **Setup Rule** Through the Setup Rule button, you can configure the actions to be taken after the email check. Click the Add Rule button on the right and then set the rule: [![17.15 [5].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Coy17-15-5.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Coy17-15-5.PNG)
**From** Indicate a condition in the From field: (sender), if not present leave the field blank
**To** Indicate a condition in the To field: (recipient), if not present leave the field blank
**Subject** Indicate a condition in the Object field, if not present leave the field blank
**Body** Indicate a condition in the body of the email, if not present leave the field blank
**Match** Indicate: - Any Condition: at least one condition must be true (OR) - All conditions: all conditions must be true (AND)
**Action** Indicate the action to be taken when conditions occur. - Create a ticket: Create a ticket from an email, with the following features: - Connected to: the Contact is inserted on the basis of the sender's email address; if not present it remains empty - Title: subject matter of the email - Description: body of the email - Documents: any attachments to the email - Update Ticket: update an existing ticket - Add TO/ FROM: file the email by linking it to the Lead/Account/Contact registry with a check on the email address of the sender \[FROM\] or the recipient \[TO\] of the mail
You can set multiple rules and define priorities using the arrows. [![Settings-mailconverter-setuprules.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-08-Aug/scaled-840-0/Settings-mailconverter-setuprules.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-08-Aug/Settings-mailconverter-setuprules.png) **Logic:** ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565086191542.png) **Scan Now** You can manually launch the scan box by clicking the Scan Now button. **Warning!** To activate the automatic check, you need to activate a job in the vtenext server. See the CRONJOB -– Processes to plan chapter. **What happens to the Trouble Tickets module?** At this point all the incoming emails of the preconfigured box for the Mail Converter, will go directly in the Trouble Tickets module. Note that the tickets created in this way are distinguished from those created directly in the CRM by the small flame icon, which allows us to mark that specific email as "spam" and consequently eliminate the ticket. [![17.15 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/v6q17-15-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/v6q17-15-7.png) When we have to answer to one of those email the procedure is simple. In the button “Other”, present at the top right of each ticket record, there will be 3 new buttons: [![17.15 [8].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/1fl17-15-8.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/1fl17-15-8.png)
**Mark as Spam** In this way the email address of the sender will be put in spam. Furthermore, the ticket will be delated.
**Answer by mail** It allows to reply to the email with the email address of the user that is carrying out that operation and not with the email set in the Mail Converter.
**Answer by Mail (Info)** It allows to reply to the customer directly with the email address set in the Mail Converter. In this way, we will be able to track the exchange of communications in the ticket.
It's possible to reply to a ticket through the comments system, the crm will send the reply via email exactly as it would by clicking on the "Reply via Mail (Info)" button (only for tickets generated by the Mail Converter). **N.B.:** if you reply to the ticket with the "Reply via Mail" function, you exit from Mail Converter system. The question and answer will therefore be managed, in a personal way, between the customer's email address and the user's email address. There is another way to massively mark as spam a group of emails (tickets). Go to the list view, tick the ticets you want to mark as spam, click on the button “Other”, and chose **“Mark as spam”**. [![17.15 [9].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/ndk17-15-9.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/ndk17-15-9.png) # 17.16 Data Import This tool makes it possible to import data in vte (if the installation is on-site) from an external source, which can be both CSV (as already occurs through the standard import of master data) and database types. You can schedule the process according to a certain time frequency and enter advanced queries for data extraction. Let's take a step-by-step look at the import procedure, using a database import case as an example. To configure a new import, press Add. **N.B.:** For the import of modules that also have products within them (e.g. Sales Orders or Quotes), the procedure is different. You need 3 different CSV files to import in the order described: - A file containing the products inside the block with only the basic data. - A file for the 'header' of the module containing the product block where only the data related to it will be inserted. - A file containing essential data for the product block where you will need two identification fields to link the 'header' and the 'products' previously imported; in addition to these you will need, as mandatory, the fields: Product Name, Quantity and List Price. **IMPORTANT:** In the corresponding modules of the first two files, a field must be created to be used for the connection between the two in the product block e.g. - external ID After importing the first two files, remember to map the external ID as an identifier field; with the procedure described above, it will be possible to select 'product block' among the modules available (in the example below it is 'Sales Orders') by creating a third import. At this point in the mapping of the 'product block' module, you need to set the two previous external IDs – created in the two modules and then inserted with the CSV – as connection fields. In the event that there is a UI type 10 field with a connection to another entity in the CSV to be imported, the entity with the record connected to it must have been imported first and an external identification field mapped in the same way as previously described for the product block, in order for the UI type 10 field to be imported. **How the import file looks like (for the product block of a Sales Order):** The situation is the following. Suppose you have already imported all the products and therefore need to import the sales orders with related product lines. At this point it is sufficient to create a CSV file like the one shown in the example:
**Order Num.****Product Num****Name****Descr.****Q.ty****Price****Disc.****Total row**
SO10PR07TVModel 1232350,000700,00
SO10PR11MixerBland everything190,001575,00
The first row represents the header, that is the columns to be inserted and must contain all the fields that are present in the product block of the Sales Orders to be imported. Using the order number (first column) as import key, you can import in this way, tot rows of the same order. This procedure also works for other modules that contain a product block. **N.B .: the Orders must be sequential in the CSV file. It is not possible to correctly import a CSV when Sales Orders are scattered between the lines of the file itself.** **CORRECT**
**Order Num.****Product Num****Name****Descr.****Q.ty****Price****Disc.****Total row**
SO10PR07TVModel 1232350,000700,00
SO10PR11MixerBland everything190,001575,00
SO11PR05ComputerSuper PC1300,0050250,00
SO11PR11MixerBland everything125,00025,00
**NOT CORRECT**
**Order Num.****Product Num****Name****Descr.****Q.ty****Price****Disc.****Total row**
SO10PR07TVModel 1232350,000700,00
SO11PR05ComputerSuper PC1300,0050250,00
SO10PR11MixerBland everything190,001575,00
SO11PR11MixerBland everything125,00025,00
--- **STEP 1:** Module. Select the recipient module of the data. [![17.16 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/VI017-16-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/VI017-16-1.png) **STEP 2:** Data source Select the source type, whether CSV or database. [![17.16 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/5j317-16-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/5j317-16-2.png) **STEP 3:** Source parameters Compile the parameters of the server that contains the DB to make the connection. [![17.16 [3].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/pCP17-16-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/pCP17-16-3.png) **STEP 4:** Source table Choose the source table contained in the database; if necessary, set an advanced data extraction query in the space below. ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565086623974.png) ![](https://usermanual.vtenext.com/uploads/images/gallery/2019-08-Aug/scaled-840-0/image-1565086629678.png) **STEP 5:** Field mapping Similar to the standard CSV import procedure, it is necessary to map the data in the source table with the fields in vtenext, so that the information reaches its destination on the CRM in the correct field. You need to select the key field; you can also choose the format for some fields (e.g.: telephone format) or use simple formulas (e.g.: prefix code). Further down the screen, you can select the default fields in creation and editing. [![17.16 [5].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/cJR17-16-5.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/cJR17-16-5.png) **STEP 6:** Schedule import Schedule the process according to a regular interval. [![17.16 [6].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/hUX17-16-6.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/hUX17-16-6.png) **STEP 7:** Notifications Define which user should receive the notification of data import. [![17.16 [7].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/1Uo17-16-7.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/1Uo17-16-7.png) **Other actions** Once the import process has been created, the general menu of the Import Data tool shows the saved imports with information regarding the last/next start. You can take other actions.
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555430241248.png) Import enabled/disabled (to change, click on the icon)
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555430247732.png) Start import now
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555430252777.png) Changing the configuration (the previous steps are re-proposed)
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555430257460.png) Reading the last import report
![](https://usermanual.vtenext.com/uploads/images/gallery/2019-04-Apr/scaled-840-0/image-1555430262285.png) Delete the Import
# 17.17 Klondike A.I. connector From vtenext 20.04 in settings is available the new additional plug in Klondike AI. It allows to connect vtenext with the modules of the machine learning engine Klondike: - Process discovery agents: to analyse and discover the used processes within vtenext. Once discovered they can be imported in the Process Manager in order to be further developed - Classification manager: uses Artificial Intelligence to guess the value of a field. Example: when creating a ticket its category is guessed by analysing Title and Description. *Please contact the sales department to have more information to enable the plug in* [![TeAKlondike_VTENEXT_20_04.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/TeAKlondike_VTENEXT_20_04.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/TeAKlondike_VTENEXT_20_04.png) *Klondike settings* *[![Klondike---Settings.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/Klondike---Settings.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/Klondike---Settings.png) Classification* [![Klondike---Classifier-detail.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-08-Aug/scaled-840-0/Klondike---Classifier-detail.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-08-Aug/Klondike---Classifier-detail.png) *Classification configuration detail* *[![Klondike---Settings-2.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/Klondike---Settings-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/Klondike---Settings-2.png) Process Discovery Agent* [![Klondike---Process-Discovery-Agent-detail.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-08-Aug/scaled-840-0/Klondike---Process-Discovery-Agent-detail.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-08-Aug/Klondike---Process-Discovery-Agent-detail.png) *Process Discovery Agent configuration detail* *[![Klondike---Settings-3.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/Klondike---Settings-3.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/Klondike---Settings-3.png) List of managed Processes* *[![image-1590677439829.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/image-1590677439829.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/image-1590677439829.png) Examples of managed Processes* # 18 Other vtenext Settings # 18 Other vtenext Settings You can define further settings within vtenext: - **Template email** - **Webforms** - **Webform with GDPR fields** - **Customer Portal** - **How to enable the Customer portal** - **Customer Portal interface** - **GDPR module settings** - **Account Details** - **Server SoftPhone Settings** - **Requirements and configurations** - **LDAP** - **Currencies** - **Taxes Calculation** - **Proxy Server** # 18.1 Template email As for the newsletter module, the admin user will be able to access to the email template editor. An email template can be used for messages or for newsletter and can be saved in a public or private folder. Within the template the variables can be added. # 18.2 Webforms Through the vtenext Webforms tool, you can create a web form to be inserted within your site, for example the classic "contact us" form. The data entered in the webform will be automatically sent to the CRM in the Leads modules. To create a new webform, from Settings > Webforms, click on the button [![create_button.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/scaled-840-0/create_button.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-05-May/create_button.png) [![18.2 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/4tp18-2-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/4tp18-2-1.png) - Assigned to --> vtenext user that will manage the lead - Return URL --> By clicking on the confirm of the webform, the user will be redirected to the address here indicated Once created the webform, click on the button “Display Form” to display the html code to be included within your personal web page. # 18.2.1 Webform with GDPR fields GDPR fields have been enabled inside the webforms from version 18.12 onwards. For example, you can request Marketing Consent, Third-Party Consent, Profiling Consent, etc., and save the choice made with IP and date-time in the lead data sheet. **Here are the configuration details:** The GDPR fields are grouped in blocks of three (view, date-time, IP). It is therefore necessary to set the information view fields as mandatory, to display the field in the webform as a picklist (YES/NO) and then force the user to make a choice. The date and IP fields must be hidden fields (so set the hidden flag to yes in the webform configuration). The following must be entered as default value in the date field: **“$(general : (\_\_VteMeta\_\_) date\_Y\_m\_d) $(general : (\_\_VteMeta\_\_) time”** The following must be entered as default value in the IP field **“$(general : (\_\_VteMeta\_\_) clientip”.** By doing so, the setting of the consent + date-time and IP of the request is obtained in the GDPR block. [![18.2.1 [1].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/RBt18-2-1-1.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/RBt18-2-1-1.PNG)
**Assigned to** Lead Recipient
**Return Url** When the webform confirmation button is pressed, the user will be redirected to the address indicated here (for example, the thank you page)
Once the webform has been created, click on the "Show Form" button to display the HTML code to be included inside your web page. # 18.3 Customer Portal You can configure the functions of your customer portal through the Customer Portal entry. **In Basic Settings you can:** 1. choose which entries (modules) must be active on the portal side 2. define the sorting of entries **In the Advanced Settings you can define:** the visibility of the data through the View all records option. [![18.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/50R18-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/50R18-3-1.png) - **Yes:** the customer displays both the data related to their contact details (tickets, documents, etc.) and the data related to the company registry to which they are linked - **No:** the customer displays only the data related to their contact details and not those related to the company to which they are linked. Through the Select user option **(a disabled user can also be chosen)**, it is possible to select a CRM user, also disabled, with a specific configuration of entries for the standard fields. The portal will display precisely those items in the available drop-down menus. When a Ticket is created by the Client Portal, it is assigned to this user. It is possible, however, to assign the Ticket to another CRM user. The assignee will receive an immediate email notification. This function is very useful for the management of active Tickets. [![18.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/icN18-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/icN18-3-2.png) Through the Select email template option, you can decide which email template the system should use to communicate the access data to the portal. # 18.3.1 Enabling the customer portal for a user Only the contacts in your vte can be enabled in your customer portal. Inside the single contact card, flag the control box in the PORTAL USER block and enter a support start date and an end date. When the flag is enabled, the system autonomously sends a message to the address indicated in the email field with the credentials to access your portal. The dates, on the other hand, determine the effective access period you allow your customer. [![18.3.1 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Ann18-3-1-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Ann18-3-1-1.png) # 18.3.2 Customer Portal Interface Once they have entered their login details, your customer can first enter a new request for assistance and then access the entities that you have related to his contact card (only enabled modules) from the menu items on the left. Support requests by default provide for an email to be sent to the contact's email address, with the summary and ID of the ticket. Any subsequent comments will always be notified by email. Once you have dealt with the contact request, you can close the ticket (if satisfied with the result). [![Customer_Portal_Login.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/Customer_Portal_Login.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/Customer_Portal_Login.png) [![Customer_Portal_Detail.png](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/scaled-840-0/Customer_Portal_Detail.png)](https://usermanual.vtenext.com/uploads/images/gallery/2020-06-Jun/Customer_Portal_Detail.png) # 18.3.3 GDPR module settings For privacy management, you can customise certain configurations, the templates proposed for communication through GDPR campaigns and the privacy policy of your company through the different features of the GDPR module. [![18.3.3 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/OZB18-3-3-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/OZB18-3-3-1.png) [![18.3.3 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/MJp18-3-3-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/MJp18-3-3-2.png) # 18.4 Account Details In Company Details you can specify the details of your company. [![18.4 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/LEg18-4-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/LEg18-4-1.png) This information can then be retrieved within the PDF Maker templates or Email or Newsletter for invoices, quotes, orders, etc. Make sure that the size of your company logo fits in the space available for it. **N.B.:** The recommended size is 150x60 pixels. The logo must be uploaded in .png or .jpg format. # 18.5 Server SoftPhone Settings vtenext can be integrated with Asterisk, an open source telephone PBX application that allows you to route phone calls. Asterisk is a free implementation of PBX software that offers the same features as other proprietary systems at a much lower cost and with greater flexibility. Today it is a benchmark within the sector; the full range of its contents and its reliability make it an ideal platform for a wide range of applications: it is used as a supporting element to create RTG/IP switchboards (PBXs able to use both traditional telephone lines and IP channels), Centrex systems (Virtual and centralised PBXs), Call Centre management applications and more. **Features and objectives:** 1. Make phone calls by clicking on phone numbers directly from vtenext. 2. Receive notifications within vtenext with caller information when a call comes to the user. Notifications appear in the lower right corner of the screen. 3. View call history in the PBX Manager Module (Call Manager Module) 4. Associate the phone calls with the Contact/Account/Lead in the Activity History. 5. Set user extensions through the User Preferences data sheet. 6. Phone numbers format: you can save the number in vtenext in any format, with or without prefixes and also with SIP and PSTN if you use the character, to separate this prefix from the number itself. **Note:** We do not recommend using special characters or hyphens in the phone/cell phone field. --- **Requirements and configuration:** - vtenext installed on the system - Asterisk installed on the system. - The server containing Asterisk and the one containing vtenext must be able to see each other online. - You must have a valid Asterisk user extension and a VoIP phone configured with that extension. When the Asterisk server is configured to function with vtenext, you must configure the vtenext settings to connect to Asterisk. To enter Asterisk server settings, choose SoftPhone Server Settings: [![18.5 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/wgq18-5-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/wgq18-5-1.png)Within User Preferences, point 6. Asterisk Configuration, you can associate the extension (internal) for the user: [![18.5 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/wGy18-5-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/wGy18-5-2.png) Receive Incoming Calls enables caller recognition for incoming calls. Once the incoming call has been answered, this option makes it possible to display a pop-up on the CRM screen, which appears at the bottom right with the caller's name and the link to access the details. If the caller's number is not present in vtenext, the popup proposes the creation of a lead, a contact or an account. **Warning!** SoftPhone Server Settings is only available in “on-premise” vtenext solutions. **Warning!** In order for caller recognition to be active, it is also necessary to activate the relevant CRON on the vtenext installation server. See CRONJOB – Processes to be planned chapter. # 18.6 LDAP You can configure the LDAP server data in vtenext to synchronise user passwords. For configuration from Settings, choose LDAP Server. Then fill in the LDAP server information as shown in the figure: [![18.6 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/PLL18-6-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/PLL18-6-1.png) When creating a user, you can search for the user once you have configured the LDAP server data: The connection with LDAP allows: [![18.6 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/18-6-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/18-6-2.png) - the pre-compilation of some user information (name, surname, email) - the synchronisation of user access passwords # 18.7 Currencies It is possible to manage different types of currencies in the event there are users who have to draw up offers in a currency different from the one proposed by default by the system (Euro). From Settings > Currencies you can view the currencies configured in the system and add new ones. [![18.7 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/SFW18-7-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/SFW18-7-1.png) The following information is required to create a new currency:
**Currency Name** The name of the currency you want to manage, for example "USA, Dollars (USD)"
**Conversion Rate** The conversion rate must always be linked to the base currency of vtenext
**Status** Active/Inactive
[![18.7 [2].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/ZQy18-7-2.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/ZQy18-7-2.png) Once you have configured the currency, you can: - create quotes, sales orders, invoices, DDT, and purchase orders with the new currencies. - associate the default currency to each user through the Preferences data sheet. This setting will allow the user to view all currency type fields (e.g., the Invoiced field in the Account registry) in the currency chosen by default, according to the conversion rate indicated in the settings. # 18.8 Tax Calculation You can set the tax items to be used on Quotes, Orders, Invoices and Delivery Notes. [![18.8 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Cb218-8-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Cb218-8-1.png) Negative tax values can also be managed, for example for the management of ENASARCO or withholding tax. The calculation of taxes in Quotes, Orders, Invoices and Delivery Notes can be calculated per line or per group, depending on the setting chosen by the user when creating the document: [![18.8 [2].PNG](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/UG418-8-2.PNG)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/UG418-8-2.PNG) # 18.9 Proxy Server If your company is using a proxy server to access the Internet, you can use the Proxy Server Settings menu, as shown in the figure. [![18.9 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/6f918-9-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/6f918-9-1.png) # 19 Customise module numbering # 19 Customise module numbering Through this menu you can modify the sequence and the coding of the prefix of each entity present in the CRM. Once the two variables have been modified, we can update the missing records (i.e. without protocol) using the APPLY button. **N.B.** Once the prefix of a module has been changed, records previously recognised with the old numbering cannot be updated with the replacement. [![19 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/Hrd19-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/Hrd19-1.png) # 20 System logs # 20 System logs Manages and displays the system logs of file or database type for modules: [![20 [1].png](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/scaled-1680-/67C20-1.png)](https://usermanual.vtenext.com/uploads/images/gallery/2022-06/67C20-1.png) # 21 CRONJOB – Processes to Plan # 21 CRONJOB For the correct functioning of the application, it is necessary to activate the jobs related to automatic processes in the cron/planning activities of the server on which vtenext is installed, The functions affected by this configuration are: workflow (email sending), recurring billing, import from SV files, Calendar reminders, notifications and reporting notifications, newsletters, Messages module, Mail Scanner and SLA. To activate the automatic operation, the following file must be inserted in the cron/planning: 1. **Windows** SchTasks /Create /SC MINUTE /mo 5 /TN "Scheduled vtenext19ce tasks" /TR "c:\\vtenext19ce\\htdocs\\cron\\RunCron.bat" /RU SYSTEM 2. **Linux** <directoryVtenext>/cron/RunCron.sh The automatic processes related to the following functions will then be active: - Workflow (sending email) - Recurring billing (ref. Sales Orders form) - Import from CSV file - Calendar reminder (Warning tab within Events) Notifications and notifications reporting (sending notifications by email and report of notifications) - Newsletters - Messages Module (automatic download of messages) **The automatic processes relating to the following functions must, instead, be activated manually:** - Mail Scanner - SLA Setting the column active = 1 in the vtenext\_cronjob database table.