https://wiki.egi.eu/w/api.php?action=feedcontributions&user=Iblanque&feedformat=atomEGIWiki - User contributions [en]2024-03-28T22:51:51ZUser contributionsMediaWiki 1.37.1https://wiki.egi.eu/w/index.php?title=RC_FORUM&diff=61871RC FORUM2013-11-09T08:37:16Z<p>Iblanque: </p>
<hr />
<div>{{Template:RC menubar}} {{TOC_right}} <br />
<br />
Grid and Cloud resource provisioning plans for new user communities and Research Infrastructures, 2014 <br />
<br />
{| border="1" class="wikitable sortable"<br />
|- style="background-color: lightgray;"<br />
| '''NGI''' <br />
| '''Resource Centre Name''' <br />
| '''Contact''' <br />
| '''Planned resources by April 2014''' <br />
Please specify resources that the RC will provide for each category (Grid storage, grid computing, cloud storage, cloud computing) <br />
<br />
| '''Planned resources by December 2014''' <br />
Please specify resources that the RC will provide for each category (Grid storage, grid computing, cloud storage, cloud computing) <br />
<br />
| '''Resource allocation policies and business models''' <br />
Provide information about the local policies for gaining access to the resources and the foreseen model (free, pay per use, etc.) <br />
<br />
| '''Area of expertise''' <br />
Areas of technical and user support expertise <br />
<br />
| '''National and international collaborations''' <br />
Current or planned collaborations with national/international user-oriented projects or Research Infrastructures <br />
<br />
|-<br />
| NGI_CZ <br />
| CESNET <br />
| M. Ruda <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|-<br />
| NGI_DE <br />
| JUELICH, FhG <br />
| <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|-<br />
| NGI_GRNET <br />
| GRNET SA <br />
| K. Koumantaros&nbsp; <br />
| We will offer a&nbsp;% of our GRID and CLOUD infrastructure.&nbsp; <br />
| TBA <br />
| TBA <br />
| Operations, Monitoring,A/R, APPDB, Software Privisioning <br />
| <br />
EUDAT, <br />
<br />
PRACE, <br />
<br />
FORGE, <br />
<br />
CLARIN-GR, <br />
<br />
Stratuslab, <br />
<br />
Hellasgrid. <br />
<br />
CHAIN-RED <br />
<br />
GN3 <br />
<br />
Open Discovery Space <br />
<br />
GREENET <br />
<br />
LDA <br />
<br />
ICT-AGRI <br />
<br />
CELAR <br />
<br />
|-<br />
| NGI_HR <br />
| <br />
| D. Dobrenic <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|-<br />
| NGI_SE <br />
| <br />
| J. Koster <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|-<br />
| NGI_PT <br />
| NCG-INGRID-PT <br />
| G. Borges, J. Gomes <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|-<br />
| NGI_ES <br />
| CSIC <br />
| J. Marco/I. Campos <br />
| <br />
Grid storage: ~2 PB<br />
<br />
Grid computing: ~4000 cores&nbsp;<br />
<br />
Cloud storage: ~1 PB&nbsp;<br />
<br />
Cloud computing: ~2000 cores<br />
<br />
| <span style="line-height: 1.5em;">Grid storage: ~2 PB</span><br />
Grid computing: ~4000 cores&nbsp;<br />
<br />
Cloud storage: ~2 PB<br />
<br />
Cloud computing: ~4000 cores<br />
<br />
| <br />
Resource allocation by VOs /centers<br />
<br />
20% resources are open to projects agreed within NGI<br><br />
<br />
10% resources prioritized under pay per use (at 0.05 euros/core for "external" users)<br />
<br />
| <br />
Cloud: OpenStack, VOMS<br />
<br />
Image Contextualization<br />
<br />
MPI/parallel framework<br />
<br />
Integration of supercomputing resources<br />
<br />
GPFS/HPC storage<br />
<br />
| <br />
LHC-WLCG<br />
<br />
LIFEWATCH<br />
<br />
PLANCK<br />
<br />
FET projects<br />
<br />
ICT projects<br />
<br />
SMEs projects (modeling, parallel)<br />
<br />
|-<br />
| NGI_ES <br />
| CESGA <br />
| I. Lopez/C. Fernandez <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|-<br />
| NGI_ES <br />
| BIFI <br />
| A. Tarancon/R. Valles <br />
| - Grid storage: 4TB <br />
- Grid computing: 864 cores - Cloud storage: 4TB - Cloud computing: 432 cores <br />
<br />
| - Grid storage: 4TB <br />
- Grid computing: 864 cores - Cloud storage: 6TB - Cloud computing: 600 cores <br />
<br />
| The access to grid resources is free for research institutes <br />
and users that belong to research groups from University. The access to cloud resources is the same for researchers from some University or research groups but the companies have to pay depending on the resources they need. <br />
<br />
| We provide technical support for both, users and system administrators from <br />
other research institutes. One of this support is to fusion VO within EGI. <br />
<br />
| CloudSME -&gt; Collaboration with users and companies <br />
SCI-BUS -&gt; Development and deployment of Scientific Gateways and users support. <br />
<br />
|-<br />
| NGI_ES <br />
| UPVLC <br />
| I. Blanquer/M. Caballer <br />
| 90 Grid cores and 40 cloud virtual cores. 1TB of Grid Storage and 1TB of cloud storage.<br />
| 90 Grid cores and 100 cloud virtual cores. 1TB of Grid Storage and 1TB of cloud storage.<br />
| Free access to research groups from Universities and public research centres. For cloud infrastructures, we will request a short report on the purpose of the usage. We will offer additional services such as VM catalogues, automatic contextualization and automatic scaling.<br />
| We will provide technical support for users and application developers on exploiting the infrastructure and the services.<br />
| [http://www.eubrazilopenbio.eu EUBrazilOpenBio], [http://www.eubrazilcloudconnect.eu EUBrazilCC], CODECLOUD (National project).<br />
|-<br />
| <br />
| <br />
| <br />
| <br />
| <br />
| <br />
| <br />
| <br />
|}</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=VT_VAPOR:VAPOR_features_description&diff=54997VT VAPOR:VAPOR features description2013-05-06T10:09:20Z<p>Iblanque: /* Additional features */</p>
<hr />
<div>The following provides a preliminary description of the VAPOR features.<br />
<br />
==Introduction ==<br />
<br />
=== What does 'VO Support' consist in? ===<br />
<br />
The mission of VO Support teams is generally to make the liaison between three actors: the EGI instances (UCST, UCB), the resource centres and the VO users. The VO Support function consists in several tasks, addressed at various extend depending on VOs. Hereafter we provide a non exhaustive list of VO Support tasks:<br />
* VO users administration: accepting or refusing subscription requests, manage the Acceptable Usage Policyc (AUP), handle membership expiration.<br />
* Provide users with support and expertise on VO-specific applications or science gateways.<br />
* Monitor the services and resources allocated to the VO by NGIs and resource centres, submit ticket to the resource centre responsible for a faulty resource and help investigate the issue. Monitoring may be performed either using a dedicated VO Nagios instance, VO custom tools or any other test framework. Tests, such as Nagios probes, may be generic VO probes or VO specific.<br />
* Negotiate with NGIs and resource centres the resources allocated to the VO.<br />
* Deal with the problems reported by supporting resource centres regarding VO users, such a excessive job submission or storage space used, jobs low efficiency etc. In such cases, the VO Support is in charge of contacting the user and helping him/her fix the problem.<br />
<br />
Depending on the size (in terms of number of users) of each VO, on its experience and funding model, the VO Support may be performed by teams varying from a single VO manager to a strong dedicated IT support team. As result, the tasks covered may span from only a fraction to the whole set (or more) of tasks described above.<br />
<br />
'''VAPOR preferably addresses VOs with no or few IT support, where the VO Support is performed by a single VO manager or a team of VO users contributing the effort on a volunteering model.'''<br />
<br />
''Note:'' it is assumed that the identification of VO Support teams members is done using a specific 'team' role in the VOMS server. It must be checked if this applies to any VO.<br />
<br />
== VO users management ==<br />
<br />
VAPOR proposes to implement a Users Database intended to store informative data about the VO users, besides the rather simple administrative data available in the VOMS. The users database has two main goals: <br />
* Manage and follow up on users registration life-cycle: registration (VO membership), group membership, membership expiration. The life cycle workflow integrates interactions with third party services: VOMS, LCG File Catalog, EGI Applications Database.<br />
* Track information about users "hidden behind" a robot certificate. This is necessary to have a realistic idea of the number of actual users in a VO.<br />
* Track information about scientific publications to encourage users to acknowledge the usage of EGI resources.<br />
<br />
Below we provide some guidelines for the design of the database, and the functions that will exploit it.<br />
<br />
=== Users database ===<br />
The database is multi-VO, i.e. any number of VOs can be supported and managed in a single instance of VAPOR. <br />
When possible, it should be avoided to duplicate existing information from other data sources into the VAPOR database, although this may be unavoidable in several cases for implementation concerns.<br />
<br />
Users data to be stored includes:<br />
* General administrative data (DN, email, affiliation, membership duration...): important administrative fields may be made mandatory.<br />
* Scientific publications, scientific collaborations<br />
* Robot certificate (if any)<br />
* Scientific application used (linked with the EGI Applications Database)<br />
* LCG File Catalog base directory<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
* Some Czech national VOs use the [http://perun.metacentrum.cz/web/ Perun] user and resource management system. Jiri Chudoba (VO AUGER) can provide information about this portal, as to how this could fit and be reused in the context of VAPOR.<br />
<br />
=== Identification of users behind robot certificates ===<br />
* Keep track of their contact information<br />
* Periodically ask robot certificate holders to enter information about their real users in the system: at least a number of users, at most individual data (email, etc.). Exact content of this information is to be detailed with robot users.<br />
* Add a check box that the robot certificate owner can tick to guarantee that he/she is allowed to enter such personal user information with regards to the legislation of his/her country.<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
* WeNMR (VAPOR partner) may already have set up solutions to deal with robot certificates.<br />
* The EGI Operations Portal identifies robot certificates according to a specific DN scheme.<br />
* Some Slovenian projects have also dealt with robot certificates already, Jan Jona Javorsek (Jozef Stefan Institute, Slovenia) proposed to have a discussion on this subject.<br />
<br />
=== User life cycle management ===<br />
Currently, a new user registers on the VOMS of the VO he/she wishes to join. Then, the VOMS sends an email notification to the VO administrator who may ask the user to provide additional details about his/her activity and affiliation. Then, the VO administrator manually approves the request.<br><br />
'''Note''': this is the process implemented in biomed, to be checked with other partners if this is their case too.<br />
<br />
==== ''Main features'' ====<br />
The goal is to keep the VOMS as the service to initiate the subscription of a user. It may also be considered to start registration process through the VAPOR interface by an administrator, however the benefit of such a feature must be discussed and prioritized.<br />
<br />
The main features below automate the management of subscription requests received from the VOMS: <br />
* Filter registration emails sent automatically by the VOMS to the VO administrators. To be checked if some other API would exist and be more appropriate (e.g. possibility to register an application to VOMS notifications?).<br />
* Check the validity of the user's DN: no quotes or double-quotes allowed as they are not supported by some services in the infrastructure. In this case, automatically reply and ask the user to require a new certificate.<br />
* VAPOR automatically sends an email asking the user to provide details about his activity and affiliation.<br />
* VAPOR displays a list of pending subscriptions that the administrator can manually approve or reject. The action of the administrator is reflected on the VOMS server.<br />
<br />
'''Note''': The features proposed here depend on the VOMS API available and the extend of actions allowed though this API.<br />
<br />
==== ''Integration with external third party services'' ====<br />
* VOMS:<br />
** registration request: described above.<br />
** filter user membership expiration email notifications automatically sent by the VOMS, and trigger the cleaning up (if technically feasible, see Data Management features) of files of expired users after a grace period. <br />
* LCG File Catalog (LFC): automatically create the user's root directory in the LFC with appropriate ACLs. ACLS may be manually relaxed later depending on user's needs.<br />
* EGI Applications Database: link user with existing applications or give the ability to create a new application.<br />
* Maintain VO users mailing lists in sync with the database: add user's email address on subscription, remove on membership expiration. The integration with different mailing list systems should be studied starting with Mailman and GoogleGroups.<br />
<br />
==== ''Additional features'' ====<br />
* Show a summary of the activity on the VO management mailing list: filter out VOMS email notifications that are already taken care of, and display other messages so that someone deals with them.<br />
* Collect feedback on the infrastructure, and scientific production (publications). For this purposes different alternatives may be considered:<br />
<br />
** Use an existing platform such as google schoolar or ResearchGate and add the publications from the members of the VO after requesting their consent to a specific join profile. This will create H-index factors inmediately and it can be easily referenced and shared. <br />
** Create a database with the entries in different databases and directly link to them. This will be more tedious but less prone to issues due to changes on the interfaces or procedures in the third party tools.<br />
<br />
== VO Operations management for VO Support teams ==<br />
<br />
=== VO Nagios and VO Operations Dashboard ===<br />
<br />
For VOs using a dedicated VO Nagios instance, the VO Support work may be based on the Nagios GUI itself, or on operation tools used to sort and display Nagios alarms in a more user friendly manner. <br />
VAPOR focuses on complementing such tools with more additional tasks, but still it remains independent of any science gateway of scientific application.<br />
<br />
The [https://operations-portal.egi.eu/voDashboard VO Operations Dashboard] provides features that largely helps in the daily monitoring of the resources.<br />
As an information, here are some of its features:<br />
* Filter and classify alarms from the VO Nagios box: keep track of alarms status, detailed log traces of the probe that triggered an alarm.<br />
* Cross data with GGUS: show open tickets for a given resource, in the scope of a specific VO. Specific marker for alarms that are currently managed (typically when a GGUS ticket has been submitted and is in "waiting for response" status).<br />
* Cross data with GOCDB status (downtimes, "not in production" and "not monitored") in order to filter out resources in such status from the alarms displayed.<br />
* Cross data with BDII status: show the status when it is not "production" along with the alarm.<br />
* Wizard to speed up the submission of TEAM tickets in GGUS: use of configurable template per type of resource (SE, CE, WMS, etc.)<br />
* Integrate hostname-to-sitename resolution to speed-up ticket submission process: based on a resource hostname (a SE or CE for instance), the ticket is automatically assigned to the resource centre responsible for that resource.<br />
* Store and share notes that can serve as take-over reports between team that relay from one duty shift to another.<br />
* Allow to send an email to a VO user by giving their DN (exists in the EGI Operations Portal, to be include into the VO Operations Dashboard).<br />
<br />
=== VO Dashboard ===<br />
<br />
The [http://www.lip.pt/computing/apps/monitoring_vo_testing/index.php VO Dashboard] was a project started by LIP to integrate all the relevant information to the VO management.<br />
<br />
It provides:<br />
* A single entry point for viewing all the data.<br />
* Single-view snapshot of all the key information.<br />
<br />
<br />
=== Resource status indicators, statistical reports ===<br />
<br />
==== Report GOCDB and BDII status ====<br />
<br />
Before they submit a new GGUS ticket to report a problem, members of a VO Support team should know if the faulty resource is in proper production status, or on the contrary if it is in a non-production status of any kind. <br />
Two different information sources must be checked:<br />
* The GOCDB provides administrative information as to the resource status: site suspended, resource or site downtime, resource not in production, resource not monitored<br />
* The BDII provides the resource dynamic status: not in production, closed (SE), drained (CE).<br />
<br />
To avoid submitting tickets erroneously, operation tools filter out resources in downtime (GOCDB status). They generally do not report the BDII status of the resources, assuming that the BDII and GOCDB statuses are consistent, or at least that when the BDII status is not in production, then the GOCDB status is also not in production. But the opposite is not true, a resource may be in production according to the BDII while the is in downtime, from an administrative point of view. This is fine.<br />
<br />
However, it happens that the BDII status is not in production, although the GOCDB status is in proper production. Typically, a site administrator may decide to close a CE queue for a given VO to prevent the queue from being overloaded by a nasty user tool. <br />
<br />
For this reason, VAPOR proposes that both statuses, GOCDB and BDII, be available to the VO Support team, in order to avoid submitting tickets regarding a resource that is not in proper production. This information must be easily accessed, in a synthetic way.<br />
<br />
<span style="background:#ffff00">Related works and material</span>: <br />
* The [https://github.com/frmichel/biomed-support-tools biomed support tools] developed by I3S provide a python script that collects the status of all resources (CE/SE/WMS) that support a given VO (configurable) and reports any resource in non-production status.<br />
* The VO Operations Dashboard provides views of Nagios alarms along with non-production status retrieved from the GOCDB. At the time of writing, it is proposed to also integrate the status from the BDII. In any case, VAPOR should be able to provide such a consolidated list, in order to provide VO Support teams with a quick overview of non-production statuses.<br />
<br />
==== Advertise critical resources downtimes ====<br />
<br />
The VOMS and LFC are the most critical services of a VO. Scheduled and possibly unscheduled downtimes of such services must be advertised to the VO users in an automatic way.<br />
<br />
A solution to implement this feature is to monitor downtime email broadcasts sent by the EGI Operations Portal, and automatically select those impacting the critical services of the VO. <br />
An warning email is then sent to the VO users. This action should preferably be validated by an administrator before sending the email.<br />
<br />
==== Monitor resources availability ====<br />
<br />
VO managers need tools that help them have a clear overview of the activity of their VO in terms of storage and computing resources. VAPOR proposes to generate on-demand reports of the following types:<br />
* Storage resources: total, used and free space on SEs supporting the VO, globally and by individual SE.<br />
* Computing resources:<br />
** Follow up of running vs. waiting jobs of the CEs supporting the VO, either globally or by individual CE: this helps monitor peaks of activity by the VO users, and possibly figure out bottlenecks. <br />
** Status of jobs submitted on CEs supporting the VO: in order to monitor CEs more precisely than what Nagios provides, it is proposed to submit jobs very regularly (several times a day) on all CEs supporting the VO, and report the ratio of successful jobs, failed jobs, timed out jobs (waiting for more than a configurable duration), average waiting time for successful jobs.<br />
* Quality of service of storage and computing resources: number of events, percentage of time down, number of jobs successful/failed/timed out, etc.), to help identify resources with recurring issues, and eventually consider corrective actions.<br />
* Handle black-list/white-list of resources (?)<br />
<br />
<span style="background:#ffff00">Related works and material</span>: <br />
* The [http://gstat.egi.eu/gstat/vo/ GStat] portal already provides some of the reports described above. However data in GStat cannot be exported, only the last year period is reported, and the accuracy of the data stored decreases with time. Having the monitoring data stored in VAPOR allows for a more flexible use of the data in order to compute specific statistical reports later on.<br />
* The [https://github.com/frmichel/biomed-support-tools biomed support tools] developed by I3S provide python scripts to collect data about storage resources (total, used, free space), data about computing resources (number of waiting and running jobs). The data is collected in csv files. In addition, some analysis scripts produce csv files ready to be drawn as charts.<br />
* The MonCE tool, developed at IPHC, is a framework that submits jobs to any resource supporting a given VO and report the number of successful jobs, failed jobs, timed out jobs, and the average waiting time for successful jobs. This tools is already running for biomed, the data is stored into a MySQL database. Some analysis scripts have been written to start exploiting this data.<br />
<br />
=== VO Data Management: file migration and cleaning procedures ===<br />
<br />
Storage Elements are often critical resources during the execution of scientific workflows on the grid infrastructure. It is therefore critical to handle common issues like storage element filling up or decommissioning. Taking care of such issues requires specific procedures related to the tracking, cleaning up or migration of VO users' data. Overall this is called "VO Data Management". <br />
<br />
HEP VOs have set up some procedures to address those issues, thus enforcing a data management policy at the VO level. This relies on the fact that users manage their data through a controlled set of tools. In VOs with fragmented user groups, it is hardly possible to make this overall control, therefore the data management must rely on procedures that are agnostic of users tools.<br />
<br />
In the following, we describe the issues to be tackled in VAPOR, and describe strategies adopted by other communities.<br />
<br />
==== Remove old files ====<br />
<br />
The fact that a user has left a VO is generally detected only when the user's membership expires, either because they were suspended automatically or because they did not sign the Acceptable Usage Policy (AUP) in time. To avoid that SEs fill up with useless data of former users, the files left behind needs to be tracked and deleted. <br />
<br />
VAPOR helps to automate this process. The envisaged procedure is described below:<br />
<br />
# Periodically, the VO Manager produces a list of DNs of users with membership expired for more than a given duration, e.g. 2 months: they may have failed to sigh the AUP, or were suspended for some other reason.<br />
# The LFC administrator (i) retrieves LFC entries belonging to those users, possibly filtering only files older than some minimum age; (ii) changes the ownership of those entries to the VO Manager DN; (iii) provides the VO Manager with this list of entries.<br />
# In turn, the VO Manager can remove (lcg-del) the files from the LFC and the SEs simultaneously.<br />
<br />
It must be studied if this procedure would meet the needs of different VOs, and is acceptable for VO managers and LFC managers when they are not the same person or group of persons.<br />
<br />
==== Deal with SEs filling up ====<br />
<br />
To avoid that SEs fill up, it is necessary to (i) monitor SEs with only few remaining free space, and (ii) trigger a procedure to track VO files and contact the file owners so that they migrate their files to some other SE. Ideally, the procedure should propose alternative SEs with enough free space would help users in the migration.<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
* The '''LFCBrowseSE''' tool, developed by GRyCAP (LSGC memeber), is able to list all LFC entries which have a replica on a SE given by its hostname. Optionally it provides owners'DNs and files SURLs.<br />
* On top of LFCBrowseSE, the [https://github.com/frmichel/biomed-support-tools biomed support tools], developed by I3S, provide the '''scan-se''' tool that scans all SEs with few remaining space. For each SE it returns a list of users along with the space they use and their email addresses.<br />
<br />
==== Consistency between LFC and SEs: zombie & ghost files ====<br />
<br />
'''Zombie files''', aka. dark data, are physical file replicas with no more entry in any file catalog of the VO. Such files waste space on SEs and are likely to remain forever unless some procedure points them out.<br />
<br />
Conversely, '''ghost files''' are entries of the file catalog with no more corresponding physical replica. Such entries load the file catalog with useless entries that may hamper the overall catalog performances.<br />
<br />
Not all users of a VO may use the same LFC or any other kind of file catalog. In this case, the procedure set up to delete ghost files should allow for the configuration of files to be ignored: for instance, a set of regular expressions describing file names on SEs with well known pattern.<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
<br />
The LHCb and ATLAS VOs use the following approach: <br />
(i) supporting sites periodically produce a full dump of their SE (file names);<br />
(ii) the VO data manager compares this content with the file catalog content, and removes zombie replicas (scalability issues with large SEs), and removes ghost entries from the catalog.<br />
The procedure and format of the storage dumps is generic and reusable. The comparison tools for LHCb are very experiment-specific and probably hardly adaptable. But the ATLAS comparison scripts are probably reusable. <br />
<br />
VAPOR needs to assess how this procedure could be adapted and automated in the context of other VOs.<br />
A test phase should involve a limited set of sites willing to participate. First, the SE dump should be done on demand to check the procedure validity, then dumps may be automated.<br />
<br />
QMUL (UK) is ok to start this way. GRIF (FR) has proposed to test/tune the procedures before transmitting to sites, because: (i) some sites lack tooling/knowledge, (ii) procedures that perform too many requests to SE databases may be “SE killer”. <br />
<br />
=== Other possible features ===<br />
<br />
Set up a counter of number of tickets submitted by site, time ticket remain open, so that VO managers can eventually figure out problematic sites (if any), and consider corrective actions with them.<br />
<br />
== Community Accounting ==<br />
<br />
Today, the only accounting tool available grid-wide is the [http://accounting.egi.eu/egi.php EGI Accounting Portal]. It produces per site, per NGI, and per VO resource usage reports.<br />
VAPOR intends to provide accounting reports at levels of organisation closer to the user communities: per VRC resource usage, per VO sub-group resource usage.<br />
<br />
In VOs with fragmented user groups, estimating the future needs for resources is hardly possible as user groups remain independent. However, being making such estimations should be useful for catch-all VOs to be able to anticipate their needs and negotiate resources with sites and NGIs. In particular, the Resource Allocation Work Group currently works on the model of pools of resources contributed by NGIs. Such resources would be allocated to VOs in response to a "request for resources", in which VOs estimate the amount of CPU hours that they need.<br />
<br />
VAPOR proposes projections of future needs for storage and computing resources of a VO, based on the extrapolation of passed accounting data from.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=VT_VAPOR:VAPOR_features_description&diff=54993VT VAPOR:VAPOR features description2013-05-06T09:55:45Z<p>Iblanque: /* VO Operations management for VO Support teams */</p>
<hr />
<div>The following provides a preliminary description of the VAPOR features.<br />
<br />
==Introduction ==<br />
<br />
=== What does 'VO Support' consist in? ===<br />
<br />
The mission of VO Support teams is generally to make the liaison between three actors: the EGI instances (UCST, UCB), the resource centres and the VO users. The VO Support function consists in several tasks, addressed at various extend depending on VOs. Hereafter we provide a non exhaustive list of VO Support tasks:<br />
* VO users administration: accepting or refusing subscription requests, manage the Acceptable Usage Policyc (AUP), handle membership expiration.<br />
* Provide users with support and expertise on VO-specific applications or science gateways.<br />
* Monitor the services and resources allocated to the VO by NGIs and resource centres, submit ticket to the resource centre responsible for a faulty resource and help investigate the issue. Monitoring may be performed either using a dedicated VO Nagios instance, VO custom tools or any other test framework. Tests, such as Nagios probes, may be generic VO probes or VO specific.<br />
* Negotiate with NGIs and resource centres the resources allocated to the VO.<br />
* Deal with the problems reported by supporting resource centres regarding VO users, such a excessive job submission or storage space used, jobs low efficiency etc. In such cases, the VO Support is in charge of contacting the user and helping him/her fix the problem.<br />
<br />
Depending on the size (in terms of number of users) of each VO, on its experience and funding model, the VO Support may be performed by teams varying from a single VO manager to a strong dedicated IT support team. As result, the tasks covered may span from only a fraction to the whole set (or more) of tasks described above.<br />
<br />
'''VAPOR preferably addresses VOs with no or few IT support, where the VO Support is performed by a single VO manager or a team of VO users contributing the effort on a volunteering model.'''<br />
<br />
''Note:'' it is assumed that the identification of VO Support teams members is done using a specific 'team' role in the VOMS server. It must be checked if this applies to any VO.<br />
<br />
== VO users management ==<br />
<br />
VAPOR proposes to implement a Users Database intended to store informative data about the VO users, besides the rather simple administrative data available in the VOMS. The users database has two main goals: <br />
* Manage and follow up on users registration life-cycle: registration (VO membership), group membership, membership expiration. The life cycle workflow integrates interactions with third party services: VOMS, LCG File Catalog, EGI Applications Database.<br />
* Track information about users "hidden behind" a robot certificate. This is necessary to have a realistic idea of the number of actual users in a VO.<br />
* Track information about scientific publications to encourage users to acknowledge the usage of EGI resources.<br />
<br />
Below we provide some guidelines for the design of the database, and the functions that will exploit it.<br />
<br />
=== Users database ===<br />
The database is multi-VO, i.e. any number of VOs can be supported and managed in a single instance of VAPOR. <br />
When possible, it should be avoided to duplicate existing information from other data sources into the VAPOR database, although this may be unavoidable in several cases for implementation concerns.<br />
<br />
Users data to be stored includes:<br />
* General administrative data (DN, email, affiliation, membership duration...): important administrative fields may be made mandatory.<br />
* Scientific publications, scientific collaborations<br />
* Robot certificate (if any)<br />
* Scientific application used (linked with the EGI Applications Database)<br />
* LCG File Catalog base directory<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
* Some Czech national VOs use the [http://perun.metacentrum.cz/web/ Perun] user and resource management system. Jiri Chudoba (VO AUGER) can provide information about this portal, as to how this could fit and be reused in the context of VAPOR.<br />
<br />
=== Identification of users behind robot certificates ===<br />
* Keep track of their contact information<br />
* Periodically ask robot certificate holders to enter information about their real users in the system: at least a number of users, at most individual data (email, etc.). Exact content of this information is to be detailed with robot users.<br />
* Add a check box that the robot certificate owner can tick to guarantee that he/she is allowed to enter such personal user information with regards to the legislation of his/her country.<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
* WeNMR (VAPOR partner) may already have set up solutions to deal with robot certificates.<br />
* The EGI Operations Portal identifies robot certificates according to a specific DN scheme.<br />
* Some Slovenian projects have also dealt with robot certificates already, Jan Jona Javorsek (Jozef Stefan Institute, Slovenia) proposed to have a discussion on this subject.<br />
<br />
=== User life cycle management ===<br />
Currently, a new user registers on the VOMS of the VO he/she wishes to join. Then, the VOMS sends an email notification to the VO administrator who may ask the user to provide additional details about his/her activity and affiliation. Then, the VO administrator manually approves the request.<br><br />
'''Note''': this is the process implemented in biomed, to be checked with other partners if this is their case too.<br />
<br />
==== ''Main features'' ====<br />
The goal is to keep the VOMS as the service to initiate the subscription of a user. It may also be considered to start registration process through the VAPOR interface by an administrator, however the benefit of such a feature must be discussed and prioritized.<br />
<br />
The main features below automate the management of subscription requests received from the VOMS: <br />
* Filter registration emails sent automatically by the VOMS to the VO administrators. To be checked if some other API would exist and be more appropriate (e.g. possibility to register an application to VOMS notifications?).<br />
* Check the validity of the user's DN: no quotes or double-quotes allowed as they are not supported by some services in the infrastructure. In this case, automatically reply and ask the user to require a new certificate.<br />
* VAPOR automatically sends an email asking the user to provide details about his activity and affiliation.<br />
* VAPOR displays a list of pending subscriptions that the administrator can manually approve or reject. The action of the administrator is reflected on the VOMS server.<br />
<br />
'''Note''': The features proposed here depend on the VOMS API available and the extend of actions allowed though this API.<br />
<br />
==== ''Integration with external third party services'' ====<br />
* VOMS:<br />
** registration request: described above.<br />
** filter user membership expiration email notifications automatically sent by the VOMS, and trigger the cleaning up (if technically feasible, see Data Management features) of files of expired users after a grace period. <br />
* LCG File Catalog (LFC): automatically create the user's root directory in the LFC with appropriate ACLs. ACLS may be manually relaxed later depending on user's needs.<br />
* EGI Applications Database: link user with existing applications or give the ability to create a new application.<br />
* Maintain VO users mailing lists in sync with the database: add user's email address on subscription, remove on membership expiration. The integration with different mailing list systems should be studied starting with Mailman and GoogleGroups.<br />
<br />
==== ''Additional features'' ====<br />
* Show a summary of the activity on the VO management mailing list: filter out VOMS email notifications that are already taken care of, and display other messages so that someone deals with them.<br />
* Collect feedback on the infrastructure, and scientific production (publications).<br />
<br />
== VO Operations management for VO Support teams ==<br />
<br />
=== VO Nagios and VO Operations Dashboard ===<br />
<br />
For VOs using a dedicated VO Nagios instance, the VO Support work may be based on the Nagios GUI itself, or on operation tools used to sort and display Nagios alarms in a more user friendly manner. <br />
VAPOR focuses on complementing such tools with more additional tasks, but still it remains independent of any science gateway of scientific application.<br />
<br />
The [https://operations-portal.egi.eu/voDashboard VO Operations Dashboard] provides features that largely helps in the daily monitoring of the resources.<br />
As an information, here are some of its features:<br />
* Filter and classify alarms from the VO Nagios box: keep track of alarms status, detailed log traces of the probe that triggered an alarm.<br />
* Cross data with GGUS: show open tickets for a given resource, in the scope of a specific VO. Specific marker for alarms that are currently managed (typically when a GGUS ticket has been submitted and is in "waiting for response" status).<br />
* Cross data with GOCDB status (downtimes, "not in production" and "not monitored") in order to filter out resources in such status from the alarms displayed.<br />
* Cross data with BDII status: show the status when it is not "production" along with the alarm.<br />
* Wizard to speed up the submission of TEAM tickets in GGUS: use of configurable template per type of resource (SE, CE, WMS, etc.)<br />
* Integrate hostname-to-sitename resolution to speed-up ticket submission process: based on a resource hostname (a SE or CE for instance), the ticket is automatically assigned to the resource centre responsible for that resource.<br />
* Store and share notes that can serve as take-over reports between team that relay from one duty shift to another.<br />
* Allow to send an email to a VO user by giving their DN (exists in the EGI Operations Portal, to be include into the VO Operations Dashboard).<br />
<br />
=== VO Dashboard ===<br />
<br />
The [http://www.lip.pt/computing/apps/monitoring_vo_testing/index.php VO Dashboard] was a project started by LIP to integrate all the relevant information to the VO management.<br />
<br />
It provides:<br />
* A single entry point for viewing all the data.<br />
* Single-view snapshot of all the key information.<br />
<br />
<br />
=== Resource status indicators, statistical reports ===<br />
<br />
==== Report GOCDB and BDII status ====<br />
<br />
Before they submit a new GGUS ticket to report a problem, members of a VO Support team should know if the faulty resource is in proper production status, or on the contrary if it is in a non-production status of any kind. <br />
Two different information sources must be checked:<br />
* The GOCDB provides administrative information as to the resource status: site suspended, resource or site downtime, resource not in production, resource not monitored<br />
* The BDII provides the resource dynamic status: not in production, closed (SE), drained (CE).<br />
<br />
To avoid submitting tickets erroneously, operation tools filter out resources in downtime (GOCDB status). They generally do not report the BDII status of the resources, assuming that the BDII and GOCDB statuses are consistent, or at least that when the BDII status is not in production, then the GOCDB status is also not in production. But the opposite is not true, a resource may be in production according to the BDII while the is in downtime, from an administrative point of view. This is fine.<br />
<br />
However, it happens that the BDII status is not in production, although the GOCDB status is in proper production. Typically, a site administrator may decide to close a CE queue for a given VO to prevent the queue from being overloaded by a nasty user tool. <br />
<br />
For this reason, VAPOR proposes that both statuses, GOCDB and BDII, be available to the VO Support team, in order to avoid submitting tickets regarding a resource that is not in proper production. This information must be easily accessed, in a synthetic way.<br />
<br />
<span style="background:#ffff00">Related works and material</span>: <br />
* The [https://github.com/frmichel/biomed-support-tools biomed support tools] developed by I3S provide a python script that collects the status of all resources (CE/SE/WMS) that support a given VO (configurable) and reports any resource in non-production status.<br />
* The VO Operations Dashboard provides views of Nagios alarms along with non-production status retrieved from the GOCDB. At the time of writing, it is proposed to also integrate the status from the BDII. In any case, VAPOR should be able to provide such a consolidated list, in order to provide VO Support teams with a quick overview of non-production statuses.<br />
<br />
==== Advertise critical resources downtimes ====<br />
<br />
The VOMS and LFC are the most critical services of a VO. Scheduled and possibly unscheduled downtimes of such services must be advertised to the VO users in an automatic way.<br />
<br />
A solution to implement this feature is to monitor downtime email broadcasts sent by the EGI Operations Portal, and automatically select those impacting the critical services of the VO. <br />
An warning email is then sent to the VO users. This action should preferably be validated by an administrator before sending the email.<br />
<br />
==== Monitor resources availability ====<br />
<br />
VO managers need tools that help them have a clear overview of the activity of their VO in terms of storage and computing resources. VAPOR proposes to generate on-demand reports of the following types:<br />
* Storage resources: total, used and free space on SEs supporting the VO, globally and by individual SE.<br />
* Computing resources:<br />
** Follow up of running vs. waiting jobs of the CEs supporting the VO, either globally or by individual CE: this helps monitor peaks of activity by the VO users, and possibly figure out bottlenecks. <br />
** Status of jobs submitted on CEs supporting the VO: in order to monitor CEs more precisely than what Nagios provides, it is proposed to submit jobs very regularly (several times a day) on all CEs supporting the VO, and report the ratio of successful jobs, failed jobs, timed out jobs (waiting for more than a configurable duration), average waiting time for successful jobs.<br />
* Quality of service of storage and computing resources: number of events, percentage of time down, number of jobs successful/failed/timed out, etc.), to help identify resources with recurring issues, and eventually consider corrective actions.<br />
* Handle black-list/white-list of resources (?)<br />
<br />
<span style="background:#ffff00">Related works and material</span>: <br />
* The [http://gstat.egi.eu/gstat/vo/ GStat] portal already provides some of the reports described above. However data in GStat cannot be exported, only the last year period is reported, and the accuracy of the data stored decreases with time. Having the monitoring data stored in VAPOR allows for a more flexible use of the data in order to compute specific statistical reports later on.<br />
* The [https://github.com/frmichel/biomed-support-tools biomed support tools] developed by I3S provide python scripts to collect data about storage resources (total, used, free space), data about computing resources (number of waiting and running jobs). The data is collected in csv files. In addition, some analysis scripts produce csv files ready to be drawn as charts.<br />
* The MonCE tool, developed at IPHC, is a framework that submits jobs to any resource supporting a given VO and report the number of successful jobs, failed jobs, timed out jobs, and the average waiting time for successful jobs. This tools is already running for biomed, the data is stored into a MySQL database. Some analysis scripts have been written to start exploiting this data.<br />
<br />
=== VO Data Management: file migration and cleaning procedures ===<br />
<br />
Storage Elements are often critical resources during the execution of scientific workflows on the grid infrastructure. It is therefore critical to handle common issues like storage element filling up or decommissioning. Taking care of such issues requires specific procedures related to the tracking, cleaning up or migration of VO users' data. Overall this is called "VO Data Management". <br />
<br />
HEP VOs have set up some procedures to address those issues, thus enforcing a data management policy at the VO level. This relies on the fact that users manage their data through a controlled set of tools. In VOs with fragmented user groups, it is hardly possible to make this overall control, therefore the data management must rely on procedures that are agnostic of users tools.<br />
<br />
In the following, we describe the issues to be tackled in VAPOR, and describe strategies adopted by other communities.<br />
<br />
==== Remove old files ====<br />
<br />
The fact that a user has left a VO is generally detected only when the user's membership expires, either because they were suspended automatically or because they did not sign the Acceptable Usage Policy (AUP) in time. To avoid that SEs fill up with useless data of former users, the files left behind needs to be tracked and deleted. <br />
<br />
VAPOR helps to automate this process. The envisaged procedure is described below:<br />
<br />
# Periodically, the VO Manager produces a list of DNs of users with membership expired for more than a given duration, e.g. 2 months: they may have failed to sigh the AUP, or were suspended for some other reason.<br />
# The LFC administrator (i) retrieves LFC entries belonging to those users, possibly filtering only files older than some minimum age; (ii) changes the ownership of those entries to the VO Manager DN; (iii) provides the VO Manager with this list of entries.<br />
# In turn, the VO Manager can remove (lcg-del) the files from the LFC and the SEs simultaneously.<br />
<br />
It must be studied if this procedure would meet the needs of different VOs, and is acceptable for VO managers and LFC managers when they are not the same person or group of persons.<br />
<br />
==== Deal with SEs filling up ====<br />
<br />
To avoid that SEs fill up, it is necessary to (i) monitor SEs with only few remaining free space, and (ii) trigger a procedure to track VO files and contact the file owners so that they migrate their files to some other SE. Ideally, the procedure should propose alternative SEs with enough free space would help users in the migration.<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
* The '''LFCBrowseSE''' tool, developed by GRyCAP (LSGC memeber), is able to list all LFC entries which have a replica on a SE given by its hostname. Optionally it provides owners'DNs and files SURLs.<br />
* On top of LFCBrowseSE, the [https://github.com/frmichel/biomed-support-tools biomed support tools], developed by I3S, provide the '''scan-se''' tool that scans all SEs with few remaining space. For each SE it returns a list of users along with the space they use and their email addresses.<br />
<br />
==== Consistency between LFC and SEs: zombie & ghost files ====<br />
<br />
'''Zombie files''', aka. dark data, are physical file replicas with no more entry in any file catalog of the VO. Such files waste space on SEs and are likely to remain forever unless some procedure points them out.<br />
<br />
Conversely, '''ghost files''' are entries of the file catalog with no more corresponding physical replica. Such entries load the file catalog with useless entries that may hamper the overall catalog performances.<br />
<br />
Not all users of a VO may use the same LFC or any other kind of file catalog. In this case, the procedure set up to delete ghost files should allow for the configuration of files to be ignored: for instance, a set of regular expressions describing file names on SEs with well known pattern.<br />
<br />
<span style="background:#ffff00">Related works and material</span>:<br />
<br />
The LHCb and ATLAS VOs use the following approach: <br />
(i) supporting sites periodically produce a full dump of their SE (file names);<br />
(ii) the VO data manager compares this content with the file catalog content, and removes zombie replicas (scalability issues with large SEs), and removes ghost entries from the catalog.<br />
The procedure and format of the storage dumps is generic and reusable. The comparison tools for LHCb are very experiment-specific and probably hardly adaptable. But the ATLAS comparison scripts are probably reusable. <br />
<br />
VAPOR needs to assess how this procedure could be adapted and automated in the context of other VOs.<br />
A test phase should involve a limited set of sites willing to participate. First, the SE dump should be done on demand to check the procedure validity, then dumps may be automated.<br />
<br />
QMUL (UK) is ok to start this way. GRIF (FR) has proposed to test/tune the procedures before transmitting to sites, because: (i) some sites lack tooling/knowledge, (ii) procedures that perform too many requests to SE databases may be “SE killer”. <br />
<br />
=== Other possible features ===<br />
<br />
Set up a counter of number of tickets submitted by site, time ticket remain open, so that VO managers can eventually figure out problematic sites (if any), and consider corrective actions with them.<br />
<br />
== Community Accounting ==<br />
<br />
Today, the only accounting tool available grid-wide is the [http://accounting.egi.eu/egi.php EGI Accounting Portal]. It produces per site, per NGI, and per VO resource usage reports.<br />
VAPOR intends to provide accounting reports at levels of organisation closer to the user communities: per VRC resource usage, per VO sub-group resource usage.<br />
<br />
In VOs with fragmented user groups, estimating the future needs for resources is hardly possible as user groups remain independent. However, being making such estimations should be useful for catch-all VOs to be able to anticipate their needs and negotiate resources with sites and NGIs. In particular, the Resource Allocation Work Group currently works on the model of pools of resources contributed by NGIs. Such resources would be allocated to VOs in response to a "request for resources", in which VOs estimate the amount of CPU hours that they need.<br />
<br />
VAPOR proposes projections of future needs for storage and computing resources of a VO, based on the extrapolation of passed accounting data from.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=35000CRM2012-03-26T14:11:42Z<p>Iblanque: /* What is a CRM */</p>
<hr />
<div>__TOC__<br />
<br />
= What is a CRM =<br />
<br />
Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
<br /><br />
<br />
The CRM processes can be broken down into the following three categories:<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. <br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities.<br />
<br />
<br /><br />
<br />
The EGI CRM is based on the Open-Source tool [http://www.vtiger.com/crm-on-demand/help/ VTiger ]. The main concepts around EGI CRM are:<br />
* ''Account'': A record for a “client” endpoint. Examples are ESFRI projects, National projects, International Projects, Research Institutes, Universities...<br />
* ''Contact'': A record for a person associated under an account, used to record conversations.<br />
* ''Project'': Long term work (tasks, milestones) related to a Contact or to an Account. Project Link Attributes link contacts and Research institutions to Projects. A contact can be linked to several projects.<br />
* ''Activity'': Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
<br /><br />
<br />
= Why EGI needs a CRM =<br />
<br />
EGI-InSpire needs an optimised management of relationships between EGI.eu, NGIs and their potential user leads because:<br />
* EGI partners and their “clients” are distributed<br />
* Conversations with “clients” happen at different places, context and time, and EGI partners should be able to share that information<br />
* EGI needs to construct a portfolio of prospective clients and explore the opportunities<br />
<br />
<br /><br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger technology to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
* Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
* Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
* Monitoring activities and progress in community outreach topics<br />
* Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
<br /><br />
<br />
The CRM system has been deployed according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" [https://wiki.egi.eu/wiki/Virtual_Team_Projects Virtual Team projects] in the last two months. The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 13th]. Based on the feedback collected at this event, and after the NIL testing phase, the CRM was fine tuned and will be opened for the NGIs and EGI.eu. This document constitutes a short guide to use the system for different use cases.<br />
<br />
<br /><br />
<br />
= Who is the CRM for =<br />
<br />
The CRM system is for EGI.eu and NGI members. All research communities should be considered as potencial users of EGI infrastrucuture, but since their activities are normally organized under the umbrella of big projects, both EGI.eu and NGI members should capture and gather information about those initiatives, their associated research institutes and contacts. The CRM system allows EGI.eu and NILs to record and correlate information in an organized and hierarchical form, so that it can be shared by all partners. EGI.eu and NGI staff (NILs) will be the main users of the system.<br />
<br />
<br /><br />
<br />
= What should be recorded in the CRM =<br />
<br />
Big user communities are organized under the umbrella of high level initiatives (ESFRI projects, National projects, Other international projects) working as frontends for the community. EGI.eu and NGI members should:<br />
* Capture and record information about which projects are active in the region<br />
* Capture and record information about which persons should be contacted while approaching those projects<br />
* Capture and record information about which research institutions that are working in those projects<br />
* Capture and record information about which persons should be contacted while approaching those research institutes<br />
<br />
<br /><br />
<br />
Those process are exemplified in the following use case examples:<br />
# [[CRM Use Case Record Project Data|Record Projects Data]]. <br />
# [[CRM Use Case Record Research Institution Data|Record Research Institutions Data]]. <br />
# [[CRM Use Case Record Contact|Record Contact Data]]. <br />
<br />
<!-- This is a comment<br />
# [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
# [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
--><br />
<br />
<br /><br />
<br />
= How to use the CRM =<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM.<br />
<br />
* [[CRM_NIL_HOWTO#Access_and_Login| Access and Login]]<br />
* [[CRM_NIL_HOWTO#Browsing_Accounts| Browsing Accounts]]<br />
* [[CRM_NIL_HOWTO#Filtering_and_Searching_Accounts| Filtering and Searching Accounts]]<br />
* [[CRM_NIL_HOWTO#Adding_an_Account_representing_a_Research_Project| Adding Accounts for Research Projects]]<br />
* [[CRM_NIL_HOWTO#Adding_an_Account_representing_a_Research_Institute| Adding Accounts for Research Institutions]]<br />
* [[CRM_NIL_HOWTO#Browsing_Contacts| Browsing Contacts]]<br />
* [[CRM_NIL_HOWTO#Creating_a_new_Contact| Adding a Contact and associate it to a given Account]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports|Creating Custom Reports]]<br />
* [[CRM_NIL_HOWTO#CRM_Support| Support]]<br />
<br />
More complete information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].<br />
<br />
= Videos =<br />
* [https://lnnet10.lip.pt/CRMAccountCreation.avi EGI CRM Account Creation]<br />
* [https://lnnet10.lip.pt/CRMContactCreation.avi EGI CRM Contact Creation]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34999CRM2012-03-26T14:09:14Z<p>Iblanque: /* What is a CRM */</p>
<hr />
<div>__TOC__<br />
<br />
= What is a CRM =<br />
<br />
Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
<br /><br />
<br />
The CRM processes can be broken down into the following three categories:<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. <br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities.<br />
<br />
<br /><br />
<br />
The EGI CRM is based on the Open-Source tool [http://www.vtiger.com/crm-on-demand/help/ VTiger ]. The main concepts around EGI CRM are:<br />
* ''Account'': A record for a “client” endpoint. Examples are ESFRI projects, National projects, International Projects, Research Institutes, Universities...<br />
* ''Contact'': A record for a person associated under an account, used to record conversations.<br />
* ''Project'': Long term work (tasks, milestones) related to a Contact or to an Account. Project Link Attributes link contacts and Research institutions to Projects. <br />
* ''Activity'': Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
<br /><br />
<br />
= Why EGI needs a CRM =<br />
<br />
EGI-InSpire needs an optimised management of relationships between EGI.eu, NGIs and their potential user leads because:<br />
* EGI partners and their “clients” are distributed<br />
* Conversations with “clients” happen at different places, context and time, and EGI partners should be able to share that information<br />
* EGI needs to construct a portfolio of prospective clients and explore the opportunities<br />
<br />
<br /><br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger technology to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
* Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
* Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
* Monitoring activities and progress in community outreach topics<br />
* Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
<br /><br />
<br />
The CRM system has been deployed according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" [https://wiki.egi.eu/wiki/Virtual_Team_Projects Virtual Team projects] in the last two months. The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 13th]. Based on the feedback collected at this event, and after the NIL testing phase, the CRM was fine tuned and will be opened for the NGIs and EGI.eu. This document constitutes a short guide to use the system for different use cases.<br />
<br />
<br /><br />
<br />
= Who is the CRM for =<br />
<br />
The CRM system is for EGI.eu and NGI members. All research communities should be considered as potencial users of EGI infrastrucuture, but since their activities are normally organized under the umbrella of big projects, both EGI.eu and NGI members should capture and gather information about those initiatives, their associated research institutes and contacts. The CRM system allows EGI.eu and NILs to record and correlate information in an organized and hierarchical form, so that it can be shared by all partners. EGI.eu and NGI staff (NILs) will be the main users of the system.<br />
<br />
<br /><br />
<br />
= What should be recorded in the CRM =<br />
<br />
Big user communities are organized under the umbrella of high level initiatives (ESFRI projects, National projects, Other international projects) working as frontends for the community. EGI.eu and NGI members should:<br />
* Capture and record information about which projects are active in the region<br />
* Capture and record information about which persons should be contacted while approaching those projects<br />
* Capture and record information about which research institutions that are working in those projects<br />
* Capture and record information about which persons should be contacted while approaching those research institutes<br />
<br />
<br /><br />
<br />
Those process are exemplified in the following use case examples:<br />
# [[CRM Use Case Record Project Data|Record Projects Data]]. <br />
# [[CRM Use Case Record Research Institution Data|Record Research Institutions Data]]. <br />
# [[CRM Use Case Record Contact|Record Contact Data]]. <br />
<br />
<!-- This is a comment<br />
# [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
# [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
--><br />
<br />
<br /><br />
<br />
= How to use the CRM =<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM.<br />
<br />
* [[CRM_NIL_HOWTO#Access_and_Login| Access and Login]]<br />
* [[CRM_NIL_HOWTO#Browsing_Accounts| Browsing Accounts]]<br />
* [[CRM_NIL_HOWTO#Filtering_and_Searching_Accounts| Filtering and Searching Accounts]]<br />
* [[CRM_NIL_HOWTO#Adding_an_Account_representing_a_Research_Project| Adding Accounts for Research Projects]]<br />
* [[CRM_NIL_HOWTO#Adding_an_Account_representing_a_Research_Institute| Adding Accounts for Research Institutions]]<br />
* [[CRM_NIL_HOWTO#Browsing_Contacts| Browsing Contacts]]<br />
* [[CRM_NIL_HOWTO#Creating_a_new_Contact| Adding a Contact and associate it to a given Account]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports|Creating Custom Reports]]<br />
* [[CRM_NIL_HOWTO#CRM_Support| Support]]<br />
<br />
More complete information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].<br />
<br />
= Videos =<br />
* [https://lnnet10.lip.pt/CRMAccountCreation.avi EGI CRM Account Creation]<br />
* [https://lnnet10.lip.pt/CRMContactCreation.avi EGI CRM Contact Creation]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34745CRM HOWTO2012-03-23T08:14:56Z<p>Iblanque: /* Adding a new contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|thumb|center|400px|Login window]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|thumb|center|700px|The navigation toolbar]]<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|thumb|center|600px|Data Management toolbar]]<br />
<br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the institution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span> Please refer to sections [[CRM_NIL_HOWTO#Adding_a_new_institution | Adding a new institution]] and [[CRM_NIL_HOWTO#Adding_a_new_project | Adding a new project]] for further instructions and recommendations.<br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
A contact can be created directly through the '''Data Management''' / '''Contacts''' option by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button. <br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|thumb|center|800px|Directly inserting a new contact]]<br />
<br />
Once all the fields have been completed, the institution can be added by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button next to the field ''Account Name''. Next two figures show this process.<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|thumb|center|600px|Searching institute for a contat]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34744CRM HOWTO2012-03-23T08:14:15Z<p>Iblanque: /* Adding a new contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|thumb|center|400px|Login window]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|thumb|center|700px|The navigation toolbar]]<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|thumb|center|600px|Data Management toolbar]]<br />
<br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the institution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span> Please refer to sections [[CRM_NIL_HOWTO#Adding_a_new_institution]] and [[CRM_NIL_HOWTO#Adding_a_new_project]] for instructions on how to add an institution or project.<br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
A contact can be created directly through the '''Data Management''' / '''Contacts''' option by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button. <br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|thumb|center|800px|Directly inserting a new contact]]<br />
<br />
Once all the fields have been completed, the institution can be added by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button next to the field ''Account Name''. Next two figures show this process.<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|thumb|center|600px|Searching institute for a contat]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34743CRM HOWTO2012-03-23T08:12:27Z<p>Iblanque: /* Adding a new institution */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|thumb|center|400px|Login window]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|thumb|center|700px|The navigation toolbar]]<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|thumb|center|600px|Data Management toolbar]]<br />
<br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the institution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
A contact can be created directly through the '''Data Management''' / '''Contacts''' option by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button. <br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|thumb|center|800px|Directly inserting a new contact]]<br />
<br />
Once all the fields have been completed, the institution can be added by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button next to the field ''Account Name''. Next two figures show this process.<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|thumb|center|600px|Searching institute for a contat]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34742CRM HOWTO2012-03-23T08:11:57Z<p>Iblanque: /* Option 2: Adding a contact and then searching for the institution of the contact to be linked */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|thumb|center|400px|Login window]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|thumb|center|700px|The navigation toolbar]]<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|thumb|center|600px|Data Management toolbar]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the institution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
A contact can be created directly through the '''Data Management''' / '''Contacts''' option by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button. <br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|thumb|center|800px|Directly inserting a new contact]]<br />
<br />
Once all the fields have been completed, the institution can be added by clicking in the [[File:EGI_CRM_toolbar_+.jpg|40px]] button next to the field ''Account Name''. Next two figures show this process.<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|thumb|center|600px|Searching institute for a contat]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34741CRM HOWTO2012-03-23T08:05:57Z<p>Iblanque: /* Adding and browsing Contacts and Accounts */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|thumb|center|400px|Login window]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|thumb|center|700px|The navigation toolbar]]<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|thumb|center|600px|Data Management toolbar]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the institution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34740CRM HOWTO2012-03-23T08:05:22Z<p>Iblanque: /* Login in the EGI CRM */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|thumb|center|400px|Login window]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|thumb|center|700px|The navigation toolbar]]<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the instititution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34739CRM HOWTO2012-03-23T08:04:25Z<p>Iblanque: /* Option 1: First find institution and then add contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the instititution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|thumb|center|700px|alt=Listing all Institutes in CRM for the Netherlands|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|thumb|center|700px|alt=Search by Institution name in CRM for the Netherlands|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png||thumb|center|700px|Adding a contact at an institution]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|thumb|center|700px|Filling in the details for the new contact]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34738CRM HOWTO2012-03-23T08:01:23Z<p>Iblanque: /* Option 1: First find institution and then add contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the instititution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px|alt=Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px|alt=Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34737CRM HOWTO2012-03-23T07:58:10Z<p>Iblanque: /* Option 1: First find institution and then add contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the instititution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
To search for an institution, there are again two possibilities: Listing all Institutes in CRM for a specific Country (see example for the Netherlands) or searching by institution name in the CRM for a specific country (see example).<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px|Listing all Institutes in CRM for the Netherlands]]<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px|Search by Institution name in CRM for the Netherlands]]<br />
<br />
Second step is to add a contact for the institution selected. To do so, you should choose '''Contacts''' from the institute profile and then blue button '''Add Contact''', as shown in the figure.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
Finally, you should fill in the details for the new contact.<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34736CRM HOWTO2012-03-23T07:54:19Z<p>Iblanque: /* Adding a new contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
<br />
<br />
== Adding a new institution ==<br />
<br />
<span style="color:green">XXXXX TBC XXXX </span><br />
<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent persons from institutions (either NILs' entities or representative persons of actual or potential user groups) who will interact. There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the instititution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34735CRM HOWTO2012-03-23T07:52:52Z<p>Iblanque: /* Adding a new contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
== Adding a new contact ==<br />
<br />
''Contacts'' represent entities that will interact (either NILs' entities or actual or potential users). There are two equivalent ways of adding new Contact: Searching for the institution of the contact and then adding a new contact, or adding a new contact and then linking it to the instititution. <span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
=== Option 1: First find institution and then add contact ===<br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
=== Option 2: Adding a contact and then searching for the institution of the contact to be linked ===<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34734CRM2012-03-23T07:45:36Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* ''Account'': A record for a “client” endpoint (project, institution, university, …).<br />
* ''Contact'': A record for a person associated under an account, used to record conversations.<br />
* ''Project'': Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* ''Activity'': Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_NIL_HOWTO#Login_in_the_EGI_CRM | Accessing the EGI CRM tool.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts.]]<br />
* [[CRM_NIL_HOWTO#CRM_Calendar | Calendar.]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports | Creating Reports.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_NIL_HOWTO#CRM_Support_Tools | Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34733CRM2012-03-23T07:45:12Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_NIL_HOWTO#Login_in_the_EGI_CRM | Accessing the EGI CRM tool.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts.]]<br />
* [[CRM_NIL_HOWTO#CRM_Calendar | Calendar.]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports | Creating Reports.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_NIL_HOWTO#CRM_Support_Tools | Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34732CRM HOWTO2012-03-23T07:44:54Z<p>Iblanque: /* Adding and browsing Contacts and Accounts */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]<br />
<br />
== Adding a new contact ==<br />
<br />
'''Adding a new contact'''<br />
<br />
There are two ways of adding new Contact, choose the one you like more.<br />
<br />
'''1) Searching for the Institution of the contact and add a new contact'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
<br />
'''2) Adding contact and searching for the institution of the contact'''<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34731CRM2012-03-23T07:44:18Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_NIL_HOWTO#Login_in_the_EGI_CRM | Accessing the EGI CRM tool.]]<br />
* Obsolete [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts.]]<br />
* [[CRM_NIL_HOWTO#CRM_Calendar | Calendar.]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports | Creating Reports.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_NIL_HOWTO#CRM_Support_Tools | Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34730CRM2012-03-23T07:43:47Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_NIL_HOWTO#Login_in_the_EGI_CRM | Accessing the EGI CRM tool.]]<br />
* Obsolete [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports | Creating Reports.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_NIL_HOWTO#CRM_Support_Tools | Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34729CRM HOWTO2012-03-23T07:43:25Z<p>Iblanque: /* Creating custom reports */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
== Adding a new contact ==<br />
<br />
'''Adding a new contact'''<br />
<br />
There are two ways of adding new Contact, choose the one you like more.<br />
<br />
'''1) Searching for the Institution of the contact and add a new contact'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
<br />
'''2) Adding contact and searching for the institution of the contact'''<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''<br />
<br />
<br />
= Additional Options =<br />
<br />
= CRM_Support_tools =<br />
<br />
A list of FAQs can be accessed through the option '''Support''' / '''FAQ''', which also can be consulted at the wiki page [[CRM_FAQ]]. Additional comments or questions can be sent to the egicrm.helpdesk@lip.pt and if they are of global interest, they will be published in this section.<br />
<br />
= Tools = <br />
<br />
<span style="color:red">TBC: Documents</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34728CRM2012-03-23T07:39:23Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_NIL_HOWTO#Login_in_the_EGI_CRM | Accessing the EGI CRM tool.]]<br />
* Obsolete [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_NIL_HOWTO#Creating_custom_reports | Creating Reports.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_NIL_HOWTO#CRM_Support_Tools Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34727CRM HOWTO2012-03-23T07:36:06Z<p>Iblanque: /* Adding a new contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
= Adding and browsing Contacts and Accounts =<br />
<br />
== Adding a new contact ==<br />
<br />
'''Adding a new contact'''<br />
<br />
There are two ways of adding new Contact, choose the one you like more.<br />
<br />
'''1) Searching for the Institution of the contact and add a new contact'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
<br />
'''2) Adding contact and searching for the institution of the contact'''<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34726CRM HOWTO2012-03-23T07:32:12Z<p>Iblanque: /* Login in the EGI CRM */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
<br />
= Accessing the EGI CRM =<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
== Adding a new contact ==<br />
<br />
'''Adding a new contact'''<br />
<br />
There are two ways of adding new Contact, choose the one you like more.<br />
<br />
'''1) Searching for the Institution of the contact and add a new contact'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
<br />
'''2) Adding contact and searching for the institution of the contact'''<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34725CRM HOWTO2012-03-23T07:28:55Z<p>Iblanque: /* Creating custom reports */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
<br />
== Adding a new contact ==<br />
<br />
'''Adding a new contact'''<br />
<br />
There are two ways of adding new Contact, choose the one you like more.<br />
<br />
'''1) Searching for the Institution of the contact and add a new contact'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
<br />
'''2) Adding contact and searching for the institution of the contact'''<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
<br />
== CRM Calendar ==<br />
<br />
The calendar tool enables the automatization of tasks through reminders and the sharing of events and planned actions that could be of interest for the community. Through the calendar is possible to add tasks (ToDos) or Events (calls or meetings) and associate such activities with ''contacts'' and ''accounts''. The calendar view enables programming recurring events, searching events and editing customized calendar settings.<br />
<br />
<br />
[[File:EGI_CRM_toolbar_calendar.jpg|center|800px]]<br />
[[File:EGI_CRM_calendar.jpg|center|800px]]<br />
<br />
= Creating Reports and Analytics =<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34724CRM2012-03-23T07:23:01Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_NIL_HOWTO#Login_in_the_EGI_CRM | Accessing the EGI CRM tool.]]<br />
* Obsolete [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_HOWTO&diff=34723CRM HOWTO2012-03-23T07:22:13Z<p>Iblanque: /* Adding a new contact */</p>
<hr />
<div>'''The guide is created with a respect to a NIL of NGI Netherlands'''<br />
<br />
<br />
== Login in the EGI CRM ==<br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg|center|400px]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]<br />
<br />
<br />
<br />
== Adding a new contact ==<br />
<br />
'''Adding a new contact'''<br />
<br />
There are two ways of adding new Contact, choose the one you like more.<br />
<br />
'''1) Searching for the Institution of the contact and add a new contact'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institution does not exist in CRM, you must add institution at first and only after add a new contact.'''</span><br />
<br />
* '''Searching for Institution:'''<br />
<br />
'''(Method 1 for finding Institution) Listing all Institutes in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_all_institutes_netherlands.png|700px]]<br />
<br />
'''(Method 2 for finding Institution) Search by Institution name in CRM for the Netherlands'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_search_by_institute_name.png|700px]]<br />
<br />
* '''Adding a contact for the institution'''<br />
<br />
'''From the institute profile choose "Contacts" and then blue button "Add Contact"'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_contact_at_institution.png|700px]]<br />
<br />
'''Fill in the details for the new contact'''<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_details_at_institution.png|700px]]<br />
<br />
<br />
'''2) Adding contact and searching for the institution of the contact'''<br />
<br />
'''"Data Management" -> "Contacts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_adding_contact_at_first.png|700px]]<br />
<br />
'''Search for institution and select by pressing "green plus" next to field "*Account Name"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Contacts_-_EGI_CRM_select_institute_for_the_contact.png|700px]]<br />
<br />
== Adding a new institution ==<br />
<br />
'''Adding new institution'''<br />
<br />
<span style="color:red">'''IMPORTANT: if ESFRI Project or National Project in which institution participates is not listed in "Project List" field, you must add ESFRI or National Project at first and only after add a new institution and choose the projects from the Project List field. Also you must choose "Account Type" to be "Research Institute"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_adding_institute.png|700px]]<br />
<br />
== Adding a new project ==<br />
<br />
'''Adding a new project'''<br />
<br />
<span style="color:red">'''IMPORTANT: if you adding ESFRI project, field "Account Type" must be set to "ESFRI Project", if National, then "National Project"'''</span><br />
<br />
'''"Data Management" -> "Accounts" -> "green plus"<br />
<br />
[[File:Ekarolis_-_Data_Management_-_Accounts_-_EGI_CRM_New_ESFRI_project.png|700px]]<br />
<br />
== Creating custom reports ==<br />
<br />
'''1) List of institutes without the contacts'''<br />
<br />
'''"Analytics" -> "Reports" -> "green plus" -> "Contacts"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_create_report.png|700px]]<br />
<br />
'''New window with a Wizard will be opened. Important steps are:'''<br />
<br />
*Step 2) Related Module (choose "Contacts" or "Accounts" - there is no difference)<br />
<br />
*Step 4) Selected Columns (choose the columns you want to see in the report) <br />
<br />
<span style="color:red">'''IMPORTANT: "Project List" column under Accounts section is definitely what you want to see in the report output, because it will let you identify the projects, institutions participate in'''</span> <br />
<br />
*Step 7) Filters (add conditions)<br />
<br />
'''In our case we are building report "List of Institutes in The Netherlands without the contacts"'''<br />
<br />
*First condition is: "Account Name" field (under Contacts section) equals to a blank field.<br />
<br />
*Second condition is: "Assigned To" field (under Accounts section) equals to a value "NGI Netherlands (NL)"<br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institutes_without_contacts.png|700px]]<br />
<br />
'''Report output'''<br />
<br />
<span style="color:red">'''IMPORTANT: if institute participates in more then one project, the list of projects is split by "|##|"'''</span><br />
<br />
[[File:Ekarolis_-_Analytics_-_Reports_-_EGI_CRM_institute_without_contacts_report_output.png|700px]]<br />
<br />
'''2) List of institutes with the contacts'''<br />
<br />
The report building how to is the same as previous just first condition above now is opposite: "Account Name" field (under Contacts section) not equals to a blank field. <br />
<br />
'''3) List of contacts i never contacted'''</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_login&diff=34722CRM login2012-03-23T07:21:00Z<p>Iblanque: </p>
<hr />
<div> <br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg]]<br />
<br />
After loging, the EGI CRM shows the navigation toolbar, which comprises the main options to use the CRM system. It basically has the following options:<br />
<br />
* '''My Home'''. The user can define his / her own preferences regarding what info should be displayed. <br />
* '''Data Management'''. This option enables creating, updating and browsing the information about accounts and contact details, as well as accessing the information about activities.<br />
* '''Activity Management'''. This option enables managing project, project tasks, and milestones.<br />
* '''Support'''. This option enables the access to support documentation and FAQs.<br />
* '''Analytics'''. Through this option the user can access to reports, following predefined templates and dashboards.<br />
* '''Tools'''. This option provides with additional tools to the user.<br />
<br />
[[File:EGI_CRM_toolbar.jpg|800px]]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34720CRM2012-03-23T07:16:44Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* Obsolete [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* Obsolete [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_NIL_HOWTO#Adding_a_new_contact | Adding and browsing contacts]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_Data_Management&diff=34719CRM Data Management2012-03-23T07:15:29Z<p>Iblanque: </p>
<hr />
<div><br />
The '''Data Management''' option enables creating or viewing the details of ''accounts'' and ''contacts''. ''Accounts'' represent entities which are being or should be contacted and ''contacts'' represent specific individuals. For a complete example see [[CRM Use Case Record ESFRI Data]].<br />
<br />
The '''Data Management''' option provides several buttons to trigger different actions with ''accounts'' or ''contacts'' as seen in the figure<br />
<br />
[[File:EGI_CRM_toolbar_datamamagement.jpg|center|800px]]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34718CRM2012-03-23T07:08:12Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg|center|640px| Centred view of entities in the CRM entities model]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34697CRM2012-03-22T17:19:27Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
[[File:EGI_CRM_data_structures.jpg]]<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=File:EGI_CRM_data_structures.jpg&diff=34694File:EGI CRM data structures.jpg2012-03-22T16:30:10Z<p>Iblanque: </p>
<hr />
<div></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34693CRM2012-03-22T16:10:56Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
<span style="color:#009000"> XXXX include figure </span>.<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
<br />
More information can be found in the [[CRM_NIL_HOWTO | CRM NILS How to guide]] and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_FAQ&diff=34692CRM FAQ2012-03-22T16:10:00Z<p>Iblanque: Created page with "== FAQ == * '''Who should access the EGI CRM?''' EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu me..."</p>
<hr />
<div>== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34691CRM2012-03-22T16:09:51Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
<span style="color:#009000"> XXXX include figure </span>.<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
<br />
More information can be found in the CRM How to guide and the [[CRM_FAQ | FAQ]].</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34690CRM2012-03-22T16:09:03Z<p>Iblanque: /* FAQ */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
<span style="color:#009000"> XXXX include figure </span>.<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34689CRM2012-03-22T16:08:36Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
<span style="color:#009000"> XXXX include figure </span>.<br />
<br />
This section includes links to how to perform different basic actions using the EGI CRM. Descriptions on how to implement the Use Cases are described in the links in the previous Use Case section.<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34688CRM2012-03-22T16:03:19Z<p>Iblanque: /* Who is the CRM for */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. Actions such as periodical contacts, extension of contacts to other countries, notifications, etc. can be automatised increasing efficiency and success ratio.<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
This section will explain how to implement the use cases defined in the previous section.<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
<span style="color:#009000"> XXXX include figure </span>.<br />
<br />
Specific examples on how to use the EGI CRM are available through the links in the previous Use Case section.<br />
<br />
The main actions are described more in detail in the appropriate wiki pages, which are listed here:<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_Data_Management&diff=34621CRM Data Management2012-03-21T18:44:04Z<p>Iblanque: Created page with " The '''Data Management''' option enables creating or viewing the details of accounts and contacts."</p>
<hr />
<div><br />
<br />
The '''Data Management''' option enables creating or viewing the details of accounts and contacts.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34619CRM2012-03-21T18:36:25Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. xxxx<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
This section will explain how to implement the use cases defined in the previous section.<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
<span style="color:#009000"> XXXX include figure </span>.<br />
<br />
Specific examples on how to use the EGI CRM are available through the links in the previous Use Case section.<br />
<br />
The main actions are described more in detail in the appropriate wiki pages, which are listed here:<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_Use_Case_NILs_Interaction&diff=34618CRM Use Case NILs Interaction2012-03-21T18:34:44Z<p>Iblanque: </p>
<hr />
<div>NGI International Liaison contacts should be pro-actively interacting with contacts from ESFRI and other research entities to foster the usage of EGI infrastructure. This is an activity that benefits both at the national (NGI) and international level (EGI) and by reporting this activity through the EGI CRM other NGIs can benefit from this experience at their national level. <br />
<br />
The steps / actions of the process of recording NGI Interactions can be summarised into the following five points: <br />
<br />
# Recording a new institute endpoint<br />
# Recording a contact under the institute endpoint. <br />
# List ESFRI projects with a member institute from my country. <br />
# List ESFRI endpoints assigned to my NGI. <br />
# List other projects with a member institute from my country. <br />
# List all projects with a member institute from my country but with no contacts associated. <br />
# List all projects where there is a member institute from my country with valid contacts still not contacted. <br />
# Record the discussions between me and a project member (ESFRI or not). <br />
# See the discussions or summaries that other NGIs had with their projects.<br />
<span style="color:#009000"># List all projects that do not have already an account in my country.</span> <br />
<br />
== Recording a new institute endpoint and associated contacts ==<br />
<br />
For recording a new institute endpoint, a user should go to the '''Data Management''' / '''Accounts''' option and click in the '+' image to create a new account. Then the main information should be filled-in, with special attention to: <br />
<br />
*'''Project Membership''', choosing between ESFRI and Others. <br />
*'''Project List''', choosing the institution's projects (one or more). <br />
*'''Assigned to''', selecting your "NGI Country" group.<br />
<br />
Once the account is created, contacts can be created through the '''Data Management''' / '''Contacts''' option. User should click on the '+' sign to add a new contact, filling-in all the necessary information, with special attention to: <br />
<br />
*'''Account''', choosing the account for the contact. <br />
*'''Project List''', choosing the contact's projects (one or more). <br />
*'''Assigned to''', selecting your "NGI Country" group.<br />
<br />
[[Image:EGI CRM Use Case I institute creation.jpg]] [[Image:EGI CRM Use Case I account creation.jpg]]. <br />
<br />
== List ESFRI or other projects with a member institute from my country ==<br />
<br />
A NIL will need to periodically check the contacts that are on his/her scope of action (associated to his/her NGI or with a member institute in his/her country). To do so, the user should use the '''Data Management''' / '''Accounts''' / '''Go to Advanced Search''' option. There are several use cases that can be considered here: <br />
<br />
*List ESFRI projects with a member institute from my country. Select as filter ''List ESFRI endpoint per Country'' and then change first search condition to ''Country equals &lt;YourCountry&gt;''. <br />
*List ESFRI endpoints assigned to my NGI. Select as filter ''List ESFRI endpoint per Country'' and then change first search condition to ''Assign to contains NGI &lt;YourCountry&gt;''. <br />
*List other projects with a member institute from my country. Select as filter ''All'' and then change first search condition to ''Project Membership equals Other'', and add a second search condition ''Country equals &lt;YourCountry&gt;''.<br />
<br />
[[Image:EGI CRM Use Case I listing.jpg]] <br />
<br />
== List information that drives an action ==<br />
<br />
By inspecting the CRM it will be possible to identify projects which have institutions on the area of action of a NIL whose information is incomplete or the contacts have not been already contacted. These reports are of great importance for completing the global picture of a project and to attract national representatives. For obtaining such information, NILs should use the ''Analytics'' / ''Reports'' option and choose the appropriate report: <br />
<br />
*To list all projects with a member institute from my country but with no contacts associated: Choose the report ''Accounts without Contacts'', and change country conditions to ''country equals &lt;YourCountry&gt;''. Click on '''Generate Now'''.<br />
<br />
*To list all projects where there is a member institute from my country with valid contacts still not contacted: Choose the report ''Accounts not contacted'', and change country conditions to ''country equals &lt;YourCountry&gt;''. Click on '''Generate Now'''.<br />
<br />
[[Image:EGI CRM Use Case I reports.jpg]] <br />
<br />
== Record and see the discussions between NILs and project members ==<br />
<br />
Extract of discussions and summaries of interactions between NILs and project contact points are very useful for historical analysis, retaking contacts or to help similar contacts in other countries. To generate a document with this information, a NIL should use the '''Data Management''' / '''Accounts''' or '''Data Management''' / '''Contacts''' option (depending on the level of the discussion), and on the '''More information''' tab, expand '''Documents''' section and click on the '''Add Document''' option. <br />
<br />
For browsing this information, a NIL can go through the '''Tools''' / '''Documents''' section and choose the appropriate item, or use the '''Analytics''' / '''Reports''' option and choose the report ''Documents per Account / Contact''. <br />
<br />
[[Image:EGI CRM Use Case I documents.jpg]]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_Use_Case_Record_ESFRI_Data&diff=34617CRM Use Case Record ESFRI Data2012-03-21T18:33:34Z<p>Iblanque: </p>
<hr />
<div>First use case deals with the recording of information from ESFRI projects. This use case involves mainly two steps, the creation of an account that relates to an ESFRI project and the creation of the individual contacts that constitute the persons that have been already indentified and contacted. This process should be coordinated to avoid creating multiple entries for each entity.<br />
<br />
<span style="color:#009000"> XXX CAN WE ADD SOME EXPLANATION ABOUT THE PROTOCOL?: WHO CREATES WHAT, WHAT SHOULD BE DONE BEFORE CREATION XXX </span><br />
<br />
Three data structures are used to implement this use case: Accounts, Contacts and Groups. Accounts are used to track ESFRI projects and endpoint information, Contacts are used to associate individual persons to institutions and groups enable setting permissions. Next figure shows an interaction schema among these entities.<br />
<br />
<span style="color:#ff0000"> XXX FIGURE NEEDS TO BE INSERTED XXX</span><br />
<br />
= Account Information = <br />
<br />
Accounts should have a structure that can deal with all the information relevant for identifying topics, endpoints and contact status. along with the basic CRM account information, other fields are added. The list of fields is the following one:<br />
* '''Account Name''', <span style="color:#009000"> with a reasonable name for identifying the institution or project </span><br />
* '''Account Number''', an automatically generated number.<br />
* '''Institution''', of each ESFRI contact point.<br />
* '''Website''', for the institution or specific group represented.<br />
* '''Email'''; '''Other Email''', e-mails from contact points.<br />
* '''Created Time''', '''Modified Time''', automatic fields with the date of the creation / modification for the account.<br />
* '''Type''', choosing among entity types, such as Company, International Project, National Project, Non-profit Organization, Other, Research Institute, University.<br />
* '''Scientific Discipline''', choosing from Biological and Medical Sciences, Education, Energy, Environment and Earth Sciences, Environmental Sciences, Materials and Analytical Facilities, Other, Physical Sciences and Engineering, Research Industries, Social Sciences and Humanities.<br />
* '''Project Membership''', choosing between ESFRI and Others.<br />
* '''Project List''', choosing the acronym from an already pre-filled list.<br />
* '''Assigned to''', which can be either an individual user or a group (e.g. specific NGI). <br />
* '''Status''', which can be either Active or non-Active.<br />
<br />
Along with the information from the account, a description should be included covering three items:<br />
* '''Description''', with a brief statement on the objectives and scope of the ESFRI project.<br />
* '''Potential for EGI use''', with a subjective appraisal of the potential impact of its integration in EGI.<br />
* '''Interest in e-Infrastructure''', describing the interest shown on using e-Infrastructures for their research activities.<br />
<br />
[[File:EGI_CRM_UCI_Account.jpg]]<br />
<br />
Values of the list categories will be updated in the tool.<br />
<br />
= Contact Information = <br />
<br />
Contact define individual persons that are associated to the institution accounts created. As in the case of the accounts, part of the information is general and part is related to the specific case of EGI-CRM. The fields required are the following:<br />
* '''First Name''', '''Last Name''', with the name and surname of the contact.<br />
* '''Mobile''', cellular phone for the contact.<br />
* '''Title''', title or position of the contact in the organization.<br />
* '''Email''', '''Other email''', main and alternate e-mail contacts.<br />
* '''Personal Web Page''', URL of personal page, if any.<br />
* '''Contact ID''', <span style="color:#009000"> with a reasonable name for identifying the institution or project </span><br />
* '''Account''', account of the institution to which this contact is associated to.<br />
* '''Created Time''', '''Modified Time''', automatic fields with the first and last changes done in the contact.<br />
* '''Lead Source''', indicating how this contact was obtained (e.g. An Event, EGI.eu, from colleague, Directly contacted contact creator, Internet, Project, Other).<br />
* '''Degree of Contact''', indicating the frequency of contact (e.g. No contact, Once, Occasional, Regular).<br />
* '''Project Membership''', choosing between ESFRI and Others.<br />
* '''Project List''', choosing the acronym from an already pre-filled list.<br />
* '''Assigned to''', which can be either an individual user or a group (e.g. specific NGI). <br />
* '''Status''', which can be either Active or non-Active.<br />
<br />
Additionally, a field with a textual description should be completed.<br />
<br />
= Groups Information = <br />
<br />
<span style="color:#009000">XXX SHOULD WE INCLUDE SOMETHING HEREXXX</span></div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_Use_Case_Record_ESFRI_Data&diff=34616CRM Use Case Record ESFRI Data2012-03-21T18:01:46Z<p>Iblanque: </p>
<hr />
<div>First use case deals with the recording of information from ESFRI projects. This use case involves mainly two steps, the creation of an account that relates to an ESFRI project and the creation of the individual contacts that constitute the persons that have been already indentified and contacted. This process should be coordinated to avoid creating multiple entries for each entity.<br />
<br />
<span style="color:#009000"> XXX CAN WE ADD SOME EXPLANATION ABOUT THE PROTOCOL?: WHO CREATES WHAT, WHAT SHOULD BE DONE BEFORE CREATION XXX </span><br />
<br />
Three data structures are used to implement this use case: Accounts, Contacts and Groups. Accounts are used to track ESFRI projects and endpoint information, Contacts are used to associate individual persons to institutions and groups enable setting permissions. Next figure shows an interaction schema among these entities.<br />
<br />
<span style="color:#ff0000"> XXX FIGURE NEEDS TO BE INSERTED XXX</span><br />
<br />
= Account Information = <br />
<br />
Accounts should have a structure that can deal with all the information relevant for identifying topics, endpoints and contact status. along with the basic CRM account information, other fields are added. The list of fields is the following one:<br />
* '''Account Name''', <span style="color:#009000"> with a reasonable name for identifying the institution or project </span><br />
* '''Account Number''', an automatically generated number.<br />
* '''Institution''', of each ESFRI contact point.<br />
* '''Website''', for the institution or specific group represented.<br />
* '''Email'''; '''Other Email''', e-mails from contact points.<br />
* '''Created Time''', '''Modified Time''', automatic fields with the date of the creation / modification for the account.<br />
* '''Type''', choosing among entity types, such as Company, International Project, National Project, Non-profit Organization, Other, Research Institute, University.<br />
* '''Scientific Discipline''', choosing from Biological and Medical Sciences, Education, Energy, Environment and Earth Sciences, Environmental Sciences, Materials and Analytical Facilities, Other, Physical Sciences and Engineering, Research Industries, Social Sciences and Humanities.<br />
* '''Project Membership''', choosing between ESFRI and Others.<br />
* '''Project List''', choosing the acronym from an already pre-filled list.<br />
* '''Assigned to''', which can be either an individual user or a group (e.g. specific NGI). <br />
* '''Status''', which can be either Active or non-Active.<br />
<br />
Along with the information from the account, a description should be included covering three items:<br />
* '''Description''', with a brief statement on the objectives and scope of the ESFRI project.<br />
* '''Potential for EGI use''', with a subjective appraisal of the potential impact of its integration in EGI.<br />
* '''Interest in e-Infrastructure''', describing the interest shown on using e-Infrastructures for their research activities.<br />
<br />
[[File:EGI_CRM_UCI_Account.jpg]]<br />
<br />
Values of the list categories will be updated in the tool.<br />
<br />
= Contact Information = <br />
<br />
Contact define individual persons that are associated to the institution accounts created. As in the case of the accounts, part of the information is general and part is related to the specific case of EGI-CRM. The fields required are the following:<br />
* '''First Name''', '''Last Name''', with the name and surname of the contact.<br />
* '''Mobile''', cellular phone for the contact.<br />
* '''Title''', title or position of the contact in the organization.<br />
* '''Email''', '''Other email''', main and alternate e-mail contacts.<br />
* '''Personal Web Page''', URL of personal page, if any.<br />
* '''Contact ID''', XXXX<br />
* '''Account''', account of the institution to which this contact is associated to.<br />
* '''Created Time''', '''Modified Time''', automatic fields with the first and last changes done in the contact.<br />
* '''Lead Source''', indicating how this contact was obtained (e.g. An Event, EGI.eu, from colleague, Directly contacted contact creator, Internet, Project, Other).<br />
* '''Degree of Contact''', indicating the frequency of contact (e.g. No contact, Once, Occasional, Regular).<br />
* '''Project Membership''', choosing between ESFRI and Others.<br />
* '''Project List''', choosing the acronym from an already pre-filled list.<br />
* '''Assigned to''', which can be either an individual user or a group (e.g. specific NGI). <br />
* '''Status''', which can be either Active or non-Active.<br />
<br />
Additionally, a field with a textual description should be completed.<br />
<br />
= Groups Information = <br />
<br />
XXX MISSING XXX</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34615CRM2012-03-21T17:57:03Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. xxxx<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
This section will explain how to implement the use cases defined in the previous section.<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
>>> include figure <br />
<br />
Specific examples on how to use the EGI CRM are available through the links in the previous Use Case section.<br />
<br />
The main actions are described more in detail in the appropriate wiki pages, which are listed here:<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_Navigation_toolbar | EGI CRM Navigation toolbar.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM_login&diff=34614CRM login2012-03-21T17:49:31Z<p>Iblanque: Created page with " The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? <..."</p>
<hr />
<div> <br />
<br />
The EGI CRM can be accessed at http://crm.egi.eu by using the EGI credentials (EGI SSO). <span style="color:#009000"> Who should I contact to get my sso accepted by the CRM? </span>.<br />
<br />
The first screen shows a login page like the one shown in the figure.<br />
<br />
[[File:EGI_CRM_login.jpg]]</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34613CRM2012-03-21T17:44:28Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. xxxx<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
This section will explain how to implement the use cases defined in the previous section.<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
>>> include figure <br />
<br />
Specific examples on how to use the EGI CRM are available through the links in the previous Use Case section.<br />
<br />
The main actions are described more in detail in the appropriate wiki pages, which are listed here:<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_My_home_page | EGI CRM My home page.]]<br />
* [[CRM_Data_Management | Data Management.]]<br />
* [[CRM_Calendar | Calendar.]]<br />
* [[CRM_Accounts | Accounts creation and browsing.]]<br />
* [[CRM_Analytics | Analyzing the data.]]<br />
* [[CRM_Activity_Management | Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34612CRM2012-03-21T17:42:31Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. xxxx<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
This section will explain how to implement the use cases defined in the previous section.<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
>>> include figure <br />
<br />
Specific examples on how to use the EGI CRM are available through the links in the previous Use Case section.<br />
<br />
The main actions are described more in detail in the appropriate wiki pages, which are listed here:<br />
<br />
* [[CRM_login | Accessing the EGI CRM tool.]]<br />
* [[CRM_My_home_page EGI CRM My home page.]]<br />
* [[CRM_Data_Management Data Management.]]<br />
* [[CRM_Calendar Calendar.]]<br />
* [[CRM_Accounts Accounts creation and browsing.]]<br />
* [[CRM_Analytics Analyzing the data.]]<br />
* [[CRM_Activity_Management Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanquehttps://wiki.egi.eu/w/index.php?title=CRM&diff=34611CRM2012-03-21T17:42:11Z<p>Iblanque: /* How to use the CRM */</p>
<hr />
<div>Customer Relations Management (CRM) tools are used by business entities to track their relation with the customers, share information within the company regarding clients and to create new business opportunities. CRM tools ease the process of identifying, contacting, following-up and evaluating customer needs and satisfaction. Such tools improve communication among the different actors and increase productivity and efficiency.<br />
<br />
== Need of a CRM for EGI ==<br />
<br />
Ibergrid is setting up a [http://crm.egi.eu CRM] tool based on vTiger to support the "Community Outreach" activity of the NGIs and EGI.eu in a number of areas: <br />
- Recording identified contacts & leads to user communities; associate information with these leads based on interviews, discussions<br />
- Gathering intelligence about scientific communities, institutes and projects and about topics of collaboration with them<br />
- Monitoring activities and progress in community outreach topics<br />
- Helping NILs and EGI.eu staff locate expertise inside NGIs <br />
<br />
The CRM system has been tuned according to the needs identified by the "Intelligence Collection & Analysis Process" and "ESFRI Contact List" Virtual Team projects in the last two months. (https://wiki.egi.eu/wiki/Virtual_Team_Projects) The features and configuration of the CRM system were presented to the NILs in a [https://www.egi.eu/indico/conferenceDisplay.py?confId=818 webminar celebrated in February the 12th]. Based on the feedback collected at this event the CRM is being fine tuned and will be opened for the NGIs and EGI.eu.<br />
<br />
The EGI CRM is accessible to [https://wiki.egi.eu/wiki/NGI_International_Liaison NILs] and EGI.eu members by using the EGI SSO credentials which are integrated in the Vtiger authentication mechanisms. NILs can include other actors forming a network of trust by requesting the access through egicrm.helpdesk@lip.pt.<br />
<br />
This document constitutes a short guide to use the system for different use cases.<br />
<br />
== Who is the CRM for ==<br />
<br />
The CRM processes can be broken down into the following three categories:<br />
<br />
* Operational: Automation of certain business processes. xxxx<br />
* Collaborative: Emphasis on client / institutes interactions. This is an important point for EGI. EGI clients and partners are distributed and have conversations among them can happen at different places, contexts and times. There is therefore a need to share information.<br />
* Analytical: Process that may lead to strategies or methods changes. Through the use of the CRM it will be possible to identify bottlenecks and new opportunities. A portfolio of prospective clients will be constructed.<br />
<br />
Those process are exemplified in the following three main use cases:<br />
<br />
* [[CRM Use Case Record ESFRI Data]]. ESFRI projects have an international structure that need to be considered for efficiently contacting and supporting them. The collection of the information (global objectives and contact points, national end points and associated contacts) and the tracking of the interaction of NGIs representatives and ESFRI contacts need to be managed at a global level.<br />
<br />
* [[CRM Use Case NILs Interaction]] : NILs create entries at national level and record the contacts through the EGI-CRM. Moreover, the EGI-CRM can be used to monitor which contacts have not been contacted yet and to see the discussions between other endpoint representatives and NILs in other countries.<br />
<br />
* [[CRM Use Case EGI.eu Interaction]] : The EGI CRM tool can help EGI.eu staff on following-up the progress of the different NILs in contacting the potential leads, as well as to identify opportunities and best practices and to widespread the information at international level among all the NILs.<br />
<br />
== How to use the CRM ==<br />
<br />
This section will explain how to implement the use cases defined in the previous section.<br />
<br />
The EGI CRM is based on the Open-Source tool [[ http://www.vtiger.com/crm-on-demand/help/ | VTiger ]]. It is easy to use and free, and can be customized. It provides features to 15 modules covering support, inventory, reports, security management, role provisioning, workflows...<br />
<br />
The main concepts around CRM are:<br />
* Account: A record for a “client” endpoint (project, institution, university, …).<br />
* Contact: A record for a person associated under an account, used to record conversations.<br />
* Project: Long term work (tasks, milestones) related to a Contact or to an Account.<br />
* Activity: Short term work (calls, ToDos, events) related to a Contact or to an Account.<br />
<br />
>>> include figure <br />
<br />
Specific examples on how to use the EGI CRM are available through the links in the previous Use Case section.<br />
<br />
The main actions are described more in detail in the appropriate wiki pages, which are listed here:<br />
<br />
* [[CRM_login Accessing the EGI CRM tool.]]<br />
* [[CRM_My_home_page EGI CRM My home page.]]<br />
* [[CRM_Data_Management Data Management.]]<br />
* [[CRM_Calendar Calendar.]]<br />
* [[CRM_Accounts Accounts creation and browsing.]]<br />
* [[CRM_Analytics Analyzing the data.]]<br />
* [[CRM_Activity_Management Activity Management.]]<br />
* [[CRM_Support Support & Tools.]]<br />
<br />
== FAQ ==<br />
<br />
* '''Who should access the EGI CRM?'''<br />
EGI CRM should be accessed by NILs (https://wiki.egi.eu/wiki/NGI_International_Liaison) to form a network of trust and EGI.eu members to follow-on the process. <br />
<br />
* '''How can I access the EGI CRM?'''<br />
EGI CRM can be accessed through at http://crm.egi.eu by using the EGI credentials (EGI SSO).<br />
<br />
* '''How can I contact CRM administrators?''' <br />
Through the egicrm.helpdesk@lip.pt contact list.</div>Iblanque