Welcome to LabTech Software

Process Overview

1. Introduction
2. Requirements
3. New Features
4. Installing & Configuring the TigerPaw Plugin
   1. TigerPaw Configuration
      1. Accessing the Master Tables in TigerPaw
      2. Configuring Client Account Types
      3. Configuring the Default Department
      4. Configuring Time Log/Time Slip Reasons
      5. Configuring MSP Asset Types
      6. Configuring LabTech Users
      7. Configuring Priorities
      8. Configuring Statuses
      9. Configuring MSP Agreements
      10. Configuring Price Book Items
   2. LabTech Configuration
5. Using the TigerPaw Plugin
   1. Updating/Importing Accounts from TigerPaw
   2. Updating/Importing Contacts from TigerPaw
   3. Updating Assets to TigerPaw
6. Ticket Creation Error Codes
7. Document Revision History

Introduction

The plug-in syncs clients, contacts, tickets and assets to the TigerPaw CRM. You can import clients and contacts and actively update the TigerPaw CRM with changes. Background updates can be performed regularly every 12 hours to retrieve changes from the TigerPaw CRM. Tickets are created and finished in the TigerPaw CRM.

Requirements

• Make sure the workstation has access to the TigerPaw database server.
• Download the TigerPaw plugin version 4.13.10001.

New Features

• Prior to this release, Client Account Type allowed only one account type which was used for both importing and creating new accounts. Now, a separate configurable textbox has been created for new accounts, Client New Account Type. Both of these fields will allow multiple account types provided they are separated by a comma, 'all' or '%'.
• New functionality: Ticket Time Sync. When updating a ticket, all new time slips associated to the ticket will be created in TigerPaw if they do not already exist. Refer to the Configuring Time Log/Time Slip Reasons and Configuring LabTech Users to set up time log/time slip reasons and new account rep numbers.
• Saving the configuration no longer requires the Control Center to be restarted.
• New functionality: Ticket Call Back. Every 30 seconds LabTech will check for updates in TigerPaw and will update the Status and Priority for those tickets in LabTech (Only tickets created after updating the plugin will be updated by this functionality).

Installing & Configuring the TigerPaw Plugin

TigerPaw configuration should already be completed. However, the following sections will briefly describe each of the tables in TigerPaw that must be configured to integrate with LabTech. 

TigerPaw Configuration

Accessing the Master Tables in TigerPaw

1. Open TigerPaw.
2. Click on the link to your database from the Recent Databases section.
3. Select the appropriate login from the drop-down and click OK. This will bring up the main TigerPaw window.
4. Select Status and Setup from the navigation bar on the left.
   Figure 1: Status and Setup
   

Configuring Client Account Types

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand Account, then Account Type.
3. Use the icons at the top to add additional account types, edit existing account types or to delete account types. The account types listed here will be the account types that are available for mapping in LabTech.

Configuring the Default Department

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand Contact, then Department.
3. Use the icons at the top to add a default department, if necessary. The default department entered here will correspond with the Default Department field located on the LabTech TigerPaw Integration tab. 

Configuring Time Log/Time Slip Reasons

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand EZ Bill, then Time Log/Time Slip Reasons.
3. Use the icons at the top to add additional time log/time slip reasons, edit existing time slip reasons or to delete. The time log/time slip reasons listed here will populate the Ticket Log Reason field located on the LabTech TigerPaw Integration tab.

Configuring MSP Asset Types

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand Inventory, then MSP Asset Types.
3. Use the icons at the top to add, edit or delete MSP asset types.

   ---

   NOTE: Asset types are referenced by the index number so the first asset added will have an index of 1. Add all asset types located in the LabTech TigerPaw Integration tab (Dashboard > Config> Integration) ordered by the index number.

   ---

Configuring LabTech Users

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand Rep, then Account Reps.
3. Use the icons at the top to add, edit or delete account reps.  This should contain all of your LabTech users. The account reps listed here will populate the New Account Rep Number field located on the LabTech TigerPaw Integration tab.

Configuring Priorities

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand Service, then Priorities.
3. Use the icons at the top to add, edit or delete priorities used for ticket creation and updates. These are mapped as low, medium and high on the LabTech TigerPaw Integration tab.

Configuring Statuses

1. From the main TigerPaw window, select Status and Setup > Master Tables.
2. Expand Service, then Statuses.
3. Use the icons at the top to add, edit or delete statuses used for ticket creation and updates. These are mapped as new, open, stalled and resolved/closed on the LabTech TigerPaw Integration tab.

Configuring MSP Agreements

MSP agreements are agreements for each account that store the data for all assets associated with that account, as well as billing information for each asset. 

1. From the main TigerPaw window, select Accounts, then Accounts.
2. From the list of accounts, select an account that is synced with LabTech.
3. Select View > Contracts and Agreements for Account from the main menu bar at the top of the screen.
4. Click the Create New Agreement for Account button (bottom section of window).
5. Select 'LabTech' from the External Product drop-down list.
6. Enter the start/end date of the agreement in the appropriate date fields.
7. Click the Save MSP Agreement button.
8. Repeat the above steps for any other synced accounts.

Configuring Price Book Items

A price book item needs to be associated to an asset type. To create a price book item, follow the instructions listed below:

1. From the main TigerPaw window, select File > New > New Price Book Item.
2. Enter the Item ID.
3. Select 'special' from the Item Type drop-down.
4. Fill in the remaining fields to meet your needs.
5. Click the Save button.

LabTech Configuration

To install/configure the TigerPaw plugin in LabTech, follow the steps listed below:

1. From the Control Center, select Help > Plugin Manager.
   Figure 2: Plugin Manager - TigerPaw Sync
   
2. Select the TigerPaw Sync checkbox. You will be prompted to restart the Control Center for changes to take effect. Close this window.
3. Restart the Control Center.
4. Select Help > Plugin Manager.
   Figure 3: Plugin Manager - TigerPaw Loaded
   
5. Verify that the plugin is selected and loaded, indicated by a checkmark to the left of the name and 'True' will display in the Database Loaded and ASP Loaded columns.
6. Click Update the Plugin. You will be prompted to locate the file.
7. Navigate to the Tigerpaw.dll and click Open.
   Figure 4: TigerPaw Plugin - Updated
   
8. The message 'Updated Plugin' will display. Click OK.
9. Close the Plugin Manager window and restart the Control Center.
10. Go to Start > All Programs > LabTech MSP 2011 > Server > Restart Critical Services. This will reload the plugin in the LabTech Database Agent Service.
    Figure 5: Restart Critical Services
    
11. Press any key. This window will automatically close when it is finished.
12. From the Control Center, select Dashboard > Config > Integration.
13. Click on the TigerPaw tab, if necessary.
    Figure 6: TigerPaw Integration
    
14. Enter the address to your TigerPaw server in the Server field.
15. Enter the TigerPaw database to connect to in the Database Name field.
16. Enter your TigerPaw login ID in the Login ID field.
17. Enter your password associated with the TigerPaw login ID in the Password field.
18. Remaining fields are populated by TigerPaw and should be changed in TigerPaw.
    • Client Account Type: In TigerPaw, accounts have a type. This identifies accounts for import.
    • Default Department: When contacts are created, they need to be associated with a specific department.
    • Asset Types: These are the asset types currently in LabTech that need to be added to the TigerPaw master table in the same order.
    • New Account Rep Number: When new accounts are created they need to be assigned a TigerPaw Rep.
    • Ticket High/Normal/Low Priority: When tickets are created in LabTech, the priority will be matched to these names in TigerPaw. Low Priority < 5 and High Priority > 15.
    • Ticket Start/Finish/Stall/Open Status: This status matches to the TigerPaw ticket status names so they can be matched up.
    • Ticket Log Reason: This will be the default ticket log reason which is used when a time entry/service order Log is created in TigerPaw.
    • Sync Accounts: When a client is saved, the client will be updated or created in TigerPaw.
    • Sync Tickets: When a ticket is created for a client that exists in TigerPaw, the ticket will be created in TigerPaw and when that ticket is changed in LabTech, it will be updated in TigerPaw.
    • Sync Contacts: When a contact is saved, the contact will be updated or created in TigerPaw.
    • Sync Computers: When Update Assets to TigerPaw is selected from the Tools menu in LabTech, all assets in LabTech under a synced account will be sent to TigerPaw. All assets will also be updated every 12 hours.
    • Background Sync: When this is enabled, the sync options that have been selected will be updated in LabTech with current information every 12 hours. No new items will be added and the LabTech information will be updated with information from TigerPaw. To manually perform this option, use the Tools > Import… option and all existing items will be updated and new items loaded.
    • Fast Mode: This field is no longer in use.
19. Once you have set the appropriate settings, click Save. If the plugin version is 3.0 or higher, this will reload all of the settings. If the plugin version is prior to 3.0, restart the Control Center to reload the settings.

Using the TigerPaw Plugin

Updating/Importing Accounts from TigerPaw

1. From the LabTech Control Center, select Tools > Update/Import Accounts from TigerPaw.
   Figure 7: Updating/Importing Accounts from TigerPaw
   
2. The accounts that will be available for import will be based on what is entered in the Client Account Type field in the Dashboard > Config > Integration tab (e.g., 'All' will import all client account types).
   Figure 8: Import Accounts
   
3. Select the desired accounts to import or update or select Check All to import all accounts.

   ---

   NOTE: Do not use the Create Locations for Imported Clients. This is being removed.

   ---

4. Click Import.

Updating/Importing Contacts from TigerPaw

1. From the LabTech Control Center, select Tools > Update/Import Contacts from TigerPaw.
   Figure 9: Updating/Importing Contacts from TigerPaw
   
2. The available contacts will display as shown by the following example.
   Figure 10: Import Contacts
   
3. Select the desired contacts to import or update or select the Check All checkbox to import/update all contacts. If the Action is 'Update', existing information in LabTech will be overwritten.
4. Click on Import

Updating Assets to TigerPaw

When you update assets to TigerPaw, LabTech will find existing synced assets and update them. If there are any new assets in LabTech, they will be created in TigerPaw.

1. From the LabTech Control Center, select Tools > Update Assets to TigerPaw.
   Figure 11: Updating Assets to TigerPaw
   

Ticket Creation Error Codes

• 1 Missing Account Number
• 2 Invalid Account Number
• 3 Missing Taken By Rep
• 4 Missing Brief Description
• 5 No Default Priority
• 6 Invalid priority passed in
• 7 No Default SO Type
• 8 Invalid SO Type passed in
• 9 No Default SO Status
• 10 Invalid SO Status
• 11 Invalid Taken By Rep Number
• 12 Invalid Tech To Assign Number
• 13 Invalid Contact Number - order created without a contact
• 14 Invalid Sales Tax Code
• 15 Missing Time Received (only if sent Date but no time)
• 16 Date/Time Requested is Less then Date/Time Received
• 17 Missing Time Opened(only if sent Date but no time
• 18 Date Opened and Status passed in and Status is 'C'
• 19 Missing Time Closed
• 20 Date/Time Closed is less then Date/Time opened
• 21 Have Closed Date/Time but no Open Date/Time
• 22 Have Closed Status but No Open Date/Time
• 23 Received Date/Time > Now
• 24 Invalid Shipping Method
• 25 Void status passed in - not allowed
• 26 Open status but have closed date
• 27 ItemID/Serial Number passed in with quantity > 1(Item Serviced record created with qty = 1)
• 28 Invalid Contract Number
• 29 Invalid Freight Terms
• 30 Default Type missing from master tables
• 31 Default Status missing from master tables
• 32 No Payment Method and no default Payment Method
• 51-53 Codes from Create SO Items Serviced(No records written)
• 54-56 Service Order created but notification of problem in supporting table
• 99 Error saving SO - no record written.

NOTE: Only error codes 13 and 54-56 create the order.

Document Revision History