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Mediachase Software

Instant Business Network™ (IBN) Collaboration Server
Web Based Project Management and Collaboration Solution

IBN-CS Web Portal: Administration Guide
Version 4.5

05.06.2007

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IBN 4.5 – Administration Guide

Document history
Version
V 1.0

Date of Update
05.06.2007

Changes

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Contents
CHAPTER 1 PORTAL SETTINGS.......................................................................................................................... 5 1.1 COMPANY PROFILE ....................................................................................................................................... 5 1.2 LOGIN PAGE ................................................................................................................................................... 5 1.3 WEB APPLICATIONS ...................................................................................................................................... 7 CHAPTER 2 USERS .................................................................................................................................................... 9 2.1 ROLES............................................................................................................................................................. 9 2.2 SECURE GROUPS .......................................................................................................................................... 10 2.3 CONTACT GROUPS....................................................................................................................................... 12 2.4 NEW USER .................................................................................................................................................... 13 2.5 APPROVING NEW USER ............................................................................................................................... 15 2.6 ACTIVATION AND DEACTIVATION OF USERS ............................................................................................ 18 2.7 VIEWING AND EDITING ACCOUNTS............................................................................................................ 19 2.8 PARTNERS .................................................................................................................................................... 20 2.9 EXTERNAL USERS ........................................................................................................................................ 21 2.10 WINDOWS AUTHENTIFICATION SETTINGS.............................................................................................. 21 CHAPTER 3 IMPORTING USERS ....................................................................................................................... 23 3.1 IMPORTING USERS FROM LDAP-DIRECTORY.......................................................................................... 23 3.2 LDAP SETTINGS .......................................................................................................................................... 27 3.3 IMPORTING USERS FROM FILES ................................................................................................................. 29 3.4 SYNCHRONIZATION WITH LDAP-DIRECTORIES ..................................................................................... 32 CHAPTER 4 DICTIONARIES, CALENDARS, TYPES OF FILES ................................................................ 33 4.1 DICTIONARIES ............................................................................................................................................. 33 4.2 CALENDARS ................................................................................................................................................. 34 4.3 DOCUMENT TYPES....................................................................................................................................... 37 CHAPTER 5 BUSINESS OBJECTS ....................................................................................................................... 39 5.1 MANAGING BUSINESS OBJECTS.................................................................................................................. 39 5.1.1. Adding new field ................................................................................................................................. 39 5.1.2 Defining fields available for the object .............................................................................................. 40 5.1.3 Placing business objects ...................................................................................................................... 41 5.2 LIST TEMPLATES ......................................................................................................................................... 43 CHAPTER 6 SYSTEM MESSAGES AND E-MAIL BOXES ............................................................................ 45 6.1 GENERAL SETTINGS OF SYSTEM REMINDERS AND SYSTEM NOTIFICATIONS ...................................... 45 6.2 SYSTEM REMINDERS ................................................................................................................................... 46 6.3 SYSTEM NOTIFICATIONS............................................................................................................................. 48 6.4 TEMPLATES OF SYSTEM MESSAGES........................................................................................................... 49 6.5 E-MAIL BOXES FOR EXTERNAL FILES........................................................................................................ 51 CHAPTER 7 HELP DESK MANAGEMENT ...................................................................................................... 54 7.1 MANAGING E-MAIL BOXES ......................................................................................................................... 55 7.2 ISSUE BOX SETTINGS ................................................................................................................................... 56 7.3 ANTI-SPAM RULES ....................................................................................................................................... 60 7.4 BLACK LISTS AND WHITE LISTS ................................................................................................................. 62 CHAPTER 8 ADDITIONAL SERVICES .............................................................................................................. 62 8.1 SYSTEM BROADCAST ALERTS ................................................................................................................... 62 8.2 CUSTOM SQL - REPORT ............................................................................................................................. 64 8.3 SMTP - SETTINGS........................................................................................................................................ 65 CHAPTER 9 REPORTS ........................................................................................................................................... 65 9.1 PORTAL STATISTICS .................................................................................................................................... 65 9.2 ERROR LIST.................................................................................................................................................. 66 9.3 SYSTEM REPORTS ........................................................................................................................................ 67
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9.3.1 General information ............................................................................................................................ 67 9.3.2 System reports settings ........................................................................................................................ 69 CHAPTER 10 CONTACTS AND SUPPORT ....................................................................................................... 71 10.1 TECHNICAL SUPPORT................................................................................................................................ 71 10.2 CONTACTS ................................................................................................................................................. 71 APPLICATION 1 DATA TYPES ............................................................................................................................ 72

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Chapter 1 Portal settings 1.1 Company profile
The first thing to do while preparing the portal is entering company information. Company profile includes company title, portal title, logo and additional information. You can edit this information at any time. Select “Administration – Info&Appearance – Company Profile” (left menu) to edit company profile page.

Fill out the fields with the required information. Click “Browse” to change the logo. Select image file and click “Save”. Note: The required logo size is 100x50 pxls. Another size image will be compressed or maximized to the required size. It is recommended to have the image on the transparent background.

1.2 Login page
You can add information to be displayed on the portal login page.

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Select “Administration – Info&Appearance – Login page” to edit information displayed on the login page.

Two titles and two texts are available for editing. You can type any information to be displayed on the main page of your portal. You can edit the text either in HTML format or using text editor tools. You can also select an image to be placed on the main page.
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1.3 Web applications
IBN web application is a special link which can be used by IBN users for quick access to different resources, for example web resources. Web applications are defined for the whole group of users, not for every user separately.

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Every user can see web application defined for his group on the “My Web Applications” page (“Personal space” menu).

Every user can add personal web applications to the ones defined for the group (Company Web Applications) on the “Personal Space – My web applications” page. Click “Create Web application” in the upper right hand corner of the “Personal Space – My Web Applications” page if you want to add personal web application.

Point the title of new web application, type address (URL), short name (to be displayed on the web application icon), select icon (32х32 size) on the “Create new Web Stub” page. Note: if the size of icon is different from the required one, it will be scaled. It is required to point the type of the browser in order to display the corresponding page. It can be either default browser (for example, Internet Explorer), or IBN Client window. If you want to use IBN Client for web application viewing (the corresponding page viewing), you have to point the size of the window. Define groups of users which will be able to use this web application.

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Once you have entered the required information, click “Save”.

Chapter 2 Users 2.1 Roles
All system users receive one or more roles while account creating or receive none of them (see 2.4 New user). In the last case they receive the rights of regular user with an opportunity of editing the least information of the IBN object they are related to. Every role is a secure group with special settings and rights which provide an access to corresponding information.

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The defined roles are the following: Administrators: have the most exclusive rights of creating and deleting accounts, activation and deactivation of portal users, creating groups. Administrators can modify portal settings and set access rights for the documents (all users with full access will have the right to do it later). Project Managers: can create new Projects and manage them. Power Project Managers: can manage any Projects and view information regarding any To-Dos and Tasks. Power Project managers have all the rights of Project managers. Help Desk Managers: are responsible for solving) Issues sent by e-mail. Executive Managers: can view any Projects, Tasks, Issues and other objects but cannot edit them. Every user can receive more than one role simultaneously. In this case user’s rights combine all the rights of assigned roles. Providing a user with Administrator’s or Manager’s rights you let him view portal information of any kind. Note: it is impossible to create or modify roles.

2.2 Secure groups
All system users belong to different groups. Internal groups can be created, edited and deleted only by administrators. There is one internal group originally. It has the same name as your company does.
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Later you will be able to create and edit more groups of users. If you want to create new group, go to “Groups&Users – Secure Groups – Everyone – Intranet” and click “Add group” in the “Actions” menu in the upper right hand corner.

Type the title of the group on the displayed page and click “Save”.

You can create new groups inside of existing ones. To do this, go inside the group and click “Add Group” in the “Actions” menu.

Click “Edit Group” in order to modify the group title. You can move the selected group into another one. Select “Move Group” in the “Actions” menu to do this. Select group where you want to move another group and click “Move”.

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The required group with all groups and users inside will be moved to the last selected group.

2.3 Contact groups
Contact group is a group of IBN Client users. You have to select one contact group while new user adding (see 2.4 New user). Note: contact groups are not defined for external users (see 2.9 External Users). The group of partners is default created (see 2.8 Partners). Select “Add Group” in the “Actions” menu on the “Groups&Users – Contact Groups” page if you want to create a new contact group.

Type the contact group title on the “Create New Contact Group” page and select logo image of 227х36 pxls size using “Browse”. Select highlighting color for this contact group. Note: it is required to enter color code in the hexadecimal numbering system.
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Check the box “Is Global Group” to make this group displayed for users of all companies working on your server. For example, you can create global support service this way. Note: this function is available only for IBN Enterprise Edition users. If you want to make a contact group global, the company in the portal of which you create the current contact group has to be global as well. Check contact groups in the left window to be displayed for users of the current group in the IBN Client. Check groups in the right window which will see the current group.

Once you have entered the required information, click “Save”.

2.4 New user
If you want to create a new user, select “Add user” in the “Actions” menu in the upper right hand corner of “Groups&Users – Everyone” page.

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You have to select user type (regular, partner, external), type first name, last name, e-mail, login and password. You can add some personal information (telephone number, for example), or add the photo. You can select language and time zone for this user. It is also required to select secure groups, define roles and contact group for this user (see 2.2 Secure groups, 2.3 Roles, 2.5 Contact groups).

Note: you can use “Add user” button not only on the “Secure groups” page but inside any secure group either. In the last case this group will be default for this user. Note: for a new user the role of “Project-manager” is default.

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Note: first name, last name, login, password, confirm password and e-mail fields are compulsory to fill out. It is also required to select at least one secure group or define a role (access level). Once you have entered the required information, click “Save”.

As soon as new user is created you will see this user View Page.

2.5 Approving new user
Regular system user cannot create new users but can invite them. The invitation (account request) means that any user can create new account and add the required information about new user. Administrator has can reject or approve the request. In case of approval the user’s account will be created automatically. If there is at least one pending user to be approved, “Requests” tab will include “New/Pending Users To Be Approved” item.

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You can also find pending users on the “Groups&Users – All users” page. These requests have the corresponding “Approve” button.

Use “Approve” button to approve the request. Note: if you approve the account from “Requests” tab, you will go to “User View” page first. Select “Edit” in the “Actions” menu on that page.

You can modify information about this user on the page displayed. Once you have entered the required information, click “Save”.

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If you don’t want to approve this account, you can leave it as disapproved or delete it. To delete the account, go to “Groups&Users – All users” (or another group defined for this user) and click “Delete”.

You won’t be able to delete this user if he is related to any IBN objects (Projects, TaskTasks, calendar entries). In this case you will receive the following message:

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You have to delete this user from all IBN objects. To display the list of these objects click “Show”.

You can delete any system user (not only pending) the same way. Note: you can delete any account except your own one. You can deactivate an account instead of deleting it. To do this click “Deactivate”. To get more details regarding users deactivation see 2.6 Activation and deactivation of users.

2.6 Activation and deactivation of users
If you need to close the access to the system for a user without deleting or editing his account, you can deactivate his account. To do this just go to “Edit user” page and uncheck the “Active” box.

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You can activate deactivated accounts the same way at any time. Note: deactivated users will have an access neither to the portal nor to the IBN Client. Moreover, deactivated users cannot be seen by active portal users (except administrator).

2.7 Viewing and editing accounts
You can edit any information concerning users except login. If you want to view or edit user information, use the corresponding buttons.

If you want to delete an account, click “Delete”. Note: you can delete any account except your own one. You can send the message with user’s login and password at any time. To do this click “Send Account” in the upper right hand corner.

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Note: the message format is similar to User_ForgottenPassword system message. To get more details regarding system messages see 5.2 Templates of system messages.

2.8 Partners
Partners are special users who can’t get any role and can be placed only to special groups of partners. When a new partner group is being created, it is required to check the IBN user groups which will be seen by users of this partner group.

Thus partner group users won’t see any information about users and groups which are not defined for them specially.
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Note: partner groups can be created only inside the “Extranet” secure group. If you want to create new user (partner), select “Partner” type on the “Add User” page.

Note: if there is no partner group, “Partner” type is unavailable. To get more details regarding adding users see 2.4 New user. Groups of partners are closely related to contact groups. When a new partner group is created, a corresponding default contact group is created as well. The new contact group has the same name as the group of partners does. You can rename both groups later.

2.9 External users
External users can only view an information concerning To-Dos assigned to them and all the related Issues receiving e-mail messages. These users have no direct access to the portal. Moreover, it is not possible to define a contact group for user of this kind. Thus external users do not work with the IBN Client. If you want to create a new external user, select “External” type on the “Add User” page (see 2.4 New user).

Note: the maximum amount of external users is the same as maximum amount of regular users, defined according to your license.

2.10 Windows authentification settings
IBN 4.5 enables users to login to the portal without typing user login and password but using their Windows account.
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The correct authentification needs the following: • • • • • • Using Internet Explorer browser; Client and server have local connection; Server address is entered to “Local Intranet” in the “Internet Explorer” settings; IBN portal settings allow Windows user identity check; Client address is included into IBN portal White List; IBN user profile is “Login for Windows”.

Do the following in order to enter server address to “Local Intranet” zone: 1. Run Internet Explorer, select “Tools – Internet Options”;

2. Open “Security” tab, select “Local Intranet” zone, click “Sites”; 3. Click “Advanced”; 4. Type server address (for example ibn.mediachase.local) and click “Add”; 5. Close all dialogue windows using “OK”.

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Go to “Administration – Common settings – Security”. Click “Enable Automatic Portal Login”.

Once you have entered the required information click “Save”.

Chapter 3 Importing users
Starting with IBN 4.0 version the system enables to import users from the Active Directory. The 4.5 version enables import from any LDAP catalogues as well.

3.1 Importing users from LDAP-directory
To import users from LDAP-directory, select “Users Import” wizard on the “Personal Space – My Work” page.
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Also you can use “Import users” on the “Groups&Users – All users” page.

Select the source type: LDAP-directory or file (Excel, XML). In case you select LDAPdirectory, enter Windows domain name or LDAP-server name, user name and password for access to the catalogue.

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If the connection is successful, match LDAP-directories with the IBN fields using edit buttons. Check the users you want to import.

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Fill out the required fields (login, first name, last name and e-mail) for the checked users. Fill out the additional fields if you need. Once you have made the required modifications click “Modify”. If all the fields are filled out correctly, the user icon will be green. Select roles, secure and contact groups for the users you’re importing. Click “Create”. The checked user will be imported. Note: only users with the corresponding green icons will be imported.

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3.2 LDAP settings
If you don’t want to enter password every time you import users from LDAP-directories, create a block of settings and then just point it on the corresponding step of wizard working. Moreover, using stored settings enables synchronization (see 3.4 Synchronization with LDAP-directories). You can create several blocks of settings for synchronization of different field blocks with different catalogues. Every block will have its name. If you want to create a new settings block, go to “Administration – Common settings – LDAP settings” and click “Add LDAP Settings”.

Fill out the following fields: • • “Title: the title of settings block to be displayed in the list of all the settings. “Domain”: domain name or name of the server from which the information about users will be read. “User Name”, “Password”: account data for connection to the catalogue. “Filter”: besides information about users the catalogue includes some additional information. Special filter is used for separating information about users. The filter has default settings for working with the Active Directory. “IBN Key”, “LDAP Key”: key fields. Meanings of these fields must accurately identify the user in the IBN and in the LDAP catalogue. Synchronization supposes search of IBN user with the same key field meaning as the user found in the
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• •

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catalogue has. If the corresponding user is found, copying information from the catalogue to IBN starts. To make the users synchronization correct (see 3.4 Synchronization with LDAP catalogues) pay attention to “Activate” and “Deactivate” boxes. At the moment of synchronization the status of users in the IBN and LDAP catalogue can differ. The following box combinations are possible: • • Both checked: the status of users will not be changing; Only “Activate” checked: if the user is not activated in the IBN but activated in the LDAP, he will receive active status in the IBN; Only “Activate” checked: if the user is activated in the IBN but not activated in the LDAP, he will be not active in the IBN either; Both checked: IBN users will be activated according to active status in LDAP.

Once you have made the required modifications click “Save”. You will go to LDAP settings view page. It is required to set the correspondence between IBN and LDAP catalogue fields.

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If you want to modify any correspondence, use the corresponding “Edit” button. Working in the line edit mode select fields from the list, between which you want to set the correspondence and click “Save”.

3.3 Importing users from files
You can use Excel and XML files as a data source as well as LDAP catalogues while importing users. As you start importing from LDAP catalogues, select “Users import” wizard on the “Personal space – My work” page or use “Import user” on the “Groups&Users – All users” page.

Select “File” source type on the first step. Select the required file using “Browse” button on the second one.

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In case of successful connection, match the file fields with the IBN fields using edit buttons. Check users of resource file which you want to import to IBN. Fill out the following fields for the selected users: Login, First Name, Last Name, E-mail. Fill out the additional fields, if you need. Once you have made the required modifications click “Modify”. If all the fields are filled out correctly, the user icon will be green. Once you have entered the required modifications, click “Next”.

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Select roles, secure and contact groups for the users you’re importing. Click “Create”. The selected users will be imported to the IBN.

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Note: only users with the corresponding green icons will be imported.

3.4 Synchronization with LDAP-directories
The synchronization function was implemented in order to point quickly in the IBN system the modifications of users’ structure in the Active Directory or other LDAPdirectories without reimporting all the users. Go to the corresponding LDAP directory view page (“Administration – Common settings – LDAP settings”) and use “Synchronize” in the control bar.

You can modify the settings of default synchronization with the directory. If you want to do this, use “LDAP Settings Edit” on the settings view page.

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Check the box “Auto Synchronization” in the displayed window, set the time of the first synchronization and recurrence. Once you have made the required modifications, click “Save”.

Synchronization result report is stored in the “Administration – Common settings – Reports security”. You can view the information concerning synchronization date and amount of updated users.

Chapter 4 Dictionaries, calendars, types of files 4.1 Dictionaries
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Some system data (for example, Project categories) are not entered manually by users but selected from dictionaries. These dictionaries are created by the administrator. The following dictionaries are used in the portal: general categories, Project types, Issue types, list types, Project phases, Project categories, Issue categories, clients, currency symbols and document statuses. If you want to work with dictionaries, go to “Administration – Business Data – Default Lookup Tables” (left menu). It is not possible to create new dictionary, but you can make some modifications with the existing ones. Select the required dictionary from the list as it is shown on the picture below. You will see the list of items of this dictionary. Click “Edit” to modify the item name. If you want to add new item to the dictionary, use “Add New Item” in the upper right hand corner of the window.

You can delete items using the “Delete” button. Note: you won’t be able to delete the item if it is used at least by one IBN object. In this case “Delete” button will be unavailable.

4.2 Calendars
Working with calendars is a significant element of the working management. Every calendar (there can be more than one) includes information regarding working time, nonworking days and time zone. A Project manager has to select calendar while new Project creating. Task schedule, ToDos and calendar entries related to this Project will be modified according to the selected calendar settings.

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Originally there is one calendar: Base calendar. The following settings are provided for this calendar: Time zone: GMT+2 Work time: Monday - Friday 09.00 a.m.-01.00 p.m. and 02.00 p.m. - 06.00 p.m. Non-working days: Saturday, Sunday You can add as many calendars as you want with the settings according to your company work schedule. Adding of a new calendar is made by copying the existing one. Go to “Administration Business Data – Work Time Calendars”. Click “Edit” button corresponding to the required calendar, type name of a new calendar and select time zone.

Click on the calendar title if you want to view the corresponding work time settings.

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Use corresponding edit buttons to make settings for work time schedule. You can point intervals of work time on the day edit page, or check this day as nonworking.

You can also add special events to the calendar, or add work time schedule which differs from basic schedule. Using this function you can point non-working days and days with the cut time schedule. Select “Non-working day” if you want to add one or more non-working days (one by one), and select interval of non-working time.

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If you want to add to the calendar one or more days (one by one) with the schedule different from the basic one, select “Working day” and set intervals of working time.

Note: working with complicated calendar can cause some difficulties for system users. In this case creating of simple calendar with all days checked as working ones will be useful. To do this, delete all the exceptions and set 0:00 a.m.-12:00 p.m. intervals for all the days.

4.3 Document types
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It is necessary to create a dictionary of different document types to make the type and format of the downloaded files identified.

Select “Administration – Files&Forms – Document Types”. This list is not empty originally. It includes group of common document types: doc, xls, jpg, gif, bmp, ppt, html and others.

You can add more types. If you want to do this, click “Add Content Type” in the upper right hand corner of the window.

Select icon (on the “Add Document Type” page) which will be displayed for files of this type. Fill out “Mime type” and “Description” fields. Enter file extension and click “Save”. Note: make sure that the entered extension is correct. By this extension all files downloaded to the system will be identified.

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All the files downloaded to the system with pointed extension will be automatically identified as files of the pointed type.

Chapter 5 Custom fields
There can be additional fields defined for all the IBN objects, where some additional data will be kept. These data can be required for users while working with different objects.

5.1 Managing business objects
Additional fields can be selected by a user only from the fields available for the object being edited (created). The list of available fields is created by the administrator. Note: there are no additional fields originally; the lists of available fields are also empty. You can view the list of all available fields on the “Administration – Business data –Data Dictionary Manager” page.

5.1.1. Adding new field
Click “New Field” if you want to create a new field.

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Type name and friendly name on the displayed page; fill out the “Description” field.

Select data type of the field from the dictionary and click “Save”. See the description of all existing data types in the Application 1 “Data types”. New field will be displayed in the list of all the available fields.

Note: it is impossible to edit the data type dictionary. You can edit and delete additional field. If you want to do this, click corresponding buttons. Note: you can delete only those fields which are not related to any objects. If there is at least one object which the field is related to, the “Delete” button will unavailable.

5.1.2 Defining fields available for the object
If you want to create a list of fields available for the object, go to “Administration – Business data – Business Object Extension”.

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Select the required object in the left part of the page (Project, user, Issue and etc.). You will see the list of fields defined for this object (if there are) in the left part of the page and the list of available ones – in the right one. Click “Add field” (corresponding to the required field) in order to define it for the selected object. Yu can also check the required fields and use “Add Selected Fields” button.

If there is no required field in the list of available ones, click “Add field”. Adding field process is described above. Note: if you use “Add field” in the “Currently Used Fields by Objects” window, the new field will be displayed in the list of fields defined for the object (as in the list of all fields). If you use “Add field” in the “Fields Available in Dictionary” window, the new field will be displayed only in the list of available fields.

5.1.3 Placing business objects
In the IBN 4.5 version the additional fields are placed in the “Details” tab on the object view page. Blocks placing scheme is defined by the administrator for every object separately. Select “Administration– Business Data – Business Objects Interface”. Select an object for which you want to create a block structure (select the type, if it is a Project), and click “New Block”.

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Select place on the page where you want to place the block.

Select “Properties” in the block menu.

Type the name of the block and select fields to be displayed in it.

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New block will be displayed on the corresponding object view page. Those users who can edit object details will be able to modify the content of fields in this block.

5.2 List templates
You can create list templates to provide users with an opportunity of creating their own lists very quickly. Later users can use one of the templates while new list creating or customize the template list. For example, you can create a template of telephone directory. The following text fields will be required: “First name”, “Last Name”, “Number”, “and Address”. “Date” type field will be required as well – “Date of note”. Go to “Administration – Business Data – List Template Manager”. All the available templates will be displayed on this page. Click “New Standard List” in order to create new template of a list.

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Type title and description of the template and click “Save”.

Check lists in the list of available fields which you want add to the template and click “Add Field”.

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From this time users can use your template while new list creating.

Chapter 6 System messages and e-mail boxes 6.1 General settings of System Reminders and System Notifications
System reminders and notifications enable system users to receive instant messages regarding all the portal changes. The messages are sent through the IBN Client and by e-mail to users’ primary boxes. If you want to tune system notifications and system reminders, go to “Administration – Routing/Workflow – Alert Notification Parameters” (the left menu).

“First name” and “Last name” fields are first name and last name of a “user” on behalf of which system users will receive system messages. Call this virtual “user” “System notification” or “Alert Service”.

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“E-mail box” is an e-mail box on behalf of which system users will receive system e-mail notifications. Note: it is recommended to point an existing box in this field, because some mail servers cannot receive messages from non-existent boxes. Point type of links (http or https) in the “URL Format” window which will indicate IBN objects in the system reminders and system notifications.

6.2 System reminders
System reminders provide delivering of notifications regarding coming start and end dates of IBN objects. You can set reminders for an object with pointed start/end dates – Projects, Tasks, To-Dos, calendar entries. According to the made settings users receive messages about start and end of a Project, Task, calendar entry or To-Do. The administrator sets the default settings for objects of the type above. These settings are available on the “Administration – Routing/Workflow – System reminders” page.

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Every user can tune system reminders for every object type. These settings can be modified on the “User View” page (“System Reminders” tab).

Moreover, system reminders can be set for every user personally. User can restore the default settings at any time using the corresponding button.

System reminders’ modifications made by the administrator do not change modification made by a user personally. Settings made by a user for the object cover the settings of the corresponding object type. The last settings have higher priority than the administrator’s ones. Select “Administration – Routing/Workflow – System reminders”. Make the required settings for the IBN objects and click “Save”.

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6.3 System notifications
System notifications provide informing users about all the changes with the object these users are related to. The administrator makes the default settings. Select “Administration – Routing/Workflow - System notifications”. Select object type, point groups of users for every available message which will receive this message. “Others” category includes users which belong to none of these categories but have an access to the object.

Users can select messages to be received like while tuning system reminders. Moreover, system notifications can be set by a user for every object separately. Users can restore the default settings using the corresponding button at any time.
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System notifications’ modifications made by the administrator do not change modifications made by a user personally. Settings made by a user for the object cover the settings of the corresponding object type. The last settings have higher priority than the administrator’s ones.

6.4 Templates of system messages
System messages informing about one type of system events have the same structure. For example, message informing that the Task you’re related to is deleted includes the following default information:

The task has been deleted
Task: [=Link=][=Title=][=/Link=] Deleted By: [=InitiatedBy=] Priority: [=Priority=] Status: [=PercentCompleted=]% Manager: [=Manager=] Project: [=ProjectLink=][=ProjectTitle=][=/ProjectLink=] Created By: [=CreatedBy=] Updated by: [=UpdatedBy=] [=UnsubscribeLink=]Unsubscribe[=/UnsubscribeLink=] You can modify the structure of system messages as you wish. Go to “Administration – Routing/Workflow – Message Templates”.

Select language and event; select the template you want to modify, click “Apply”. You will see the view of the message about the selected system event. Click “Edit” to modify the template.

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Use HTML-editor to edit the template.

Besides template view you can modify the information included into the message. The left part of the window provides available parameters which you can use in the template. Just click on the required parameter in order to insert it into the template body.

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You can restore the default template view at any time. Use the corresponding button in order to do this. The process of viewing and editing of reminders’ templates is similar. You can receive an access to these templates on the “Administration – Routing/Workflow – Reminder Templates” page.

The administrator can edit special messages’ templates besides reminders and notifications: forgotten password, files delivery, system messages and others. You can find these templates on the “Administration – Routing/Workflow – Message Templates” page.

6.5 E-mail boxes for external files
IBN provides an opportunity of external files receiving. External files are messages or attachments sent to the special boxes – the boxes for external files. Because of some modification with Issues, traditional e-mail boxes created in previous IBN versions for external files and Issues processing are now used for working with external files only.
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In order to create new box, go to “Administration – Common settings – Inbound e-mail routing” page and use “New POP 3 box” button.

Type box title on the displayed page in the “POP 3 Box settings” window. Type server, port, user’s name and password.

Use “Check Settings” button in order to make sure that the entered data is correct. Check the box “Active” in the “Activity Settings” window in order to receive messages from this box; point interval (every 10 minutes, for example) which the system has to check the box for new messages. Check the box “Delete e-mails from server” in order to enable the system to delete incoming messages after transferring them into external files.

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Select one of available handlers in the “Handler” window for the incoming messages. There is one available handler originally: • File.Pop3MessageHandler

This handler keeps mail body and attachments in the IBN Library. Use route template to define the folder where the information regarding e-mails will be kept.

Additional handlers can be added to the system. You can find the information required for the development and connection of handlers in the special document. Contact our Support service and we will send you this document. Tune the handler by checking the corresponding boxes. The settings which enable to keep message body in different formats are the following : • • • Save Message Body in EML Format; Save Message Body in MSG Format; Save Message Body in MHT Format;

Note: if none of three boxes is checked, only attachments will be saved.

Other settings: • Ignore Emails from Unknown Users: if the user is not defined by the system, the message will be deleted. There will be no additional messages regarding it. Use External Users Only: messages sent to the box will be transferred to the file automatically only if the message sender is defined as an external user.

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It is required to relate File Library folder to every box. All the messages sent to this box will be automatically placed to the selected folder.

The message body (Original_Message file) and all the attachments will be placed to the selected folder. You can use subfolder pattern besides the existing folders for incoming files saving. Subfolder pattern enables to create folders automatically in the IBN file library, the names of which can consider incoming files’ attributes (for example, date of creation and etc.). To get more details regarding subfolder patterns see the corresponding Help (click “Show Help”).

Chapter 7 Help Desk Management
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7.1 Managing e-mail boxes
One internal mail box and several external mail boxes are required for correct working of IBN Help Desk. External mail boxes are used for receiving of external messages to be transferred to the Issues. Create one internal and the required amount of external e-mail boxes on the server. For example, Internal box - support@yourcompany.com and external box in@yourcompany.com. Add these boxes to the IBN. In order to do this, go to “Administration – Help Desk Management – Issue Common Settings” and use “New POP 3 Box” button in the upper right hand corner of the “Email POP 3 Boxes” block.

Enter the required data of the box in the “Add POP 3 Box” window: box name, e-mail address, server address, port number, type login and password, check the box for secure connection. Click “Check settings” in order to check if the entered data is correct.

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Click “Save”.

7.2 Issue box settings
After the Issue message is checked for the purpose of spam, it is registered in the system and placed to the Issue box. Go to “Administration – Help Desk Management – Issue Common Settings”; click “Add Issue Box” in the upper right hand corner of the “Issue Boxes” block.

Type box title and Identifier (Latin letters and numbers) in the corresponding fields. The Identifier will be displayed in the Titles of all the messages sent in the context of working with Issues of this box. Check the box “Default box” in order to place into the box all the Issues with the indefinite box. Click “Save”.
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You will go to the box settings view page. Later you will be able to got to this page by clicking the box title in the Issue box list.

The settings include five groups: • “Management”

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Select a user to be automatically assigned as a manager of all the Issues sent to the current box. Check the “Allow resource adding” and “Allow To-Do Adding” boxes in order to assign resources for Issue boxes and create To-Dos. Modify the calendar and set values for “Expected resolution deadline” and “Expected reply deadline” fields. • “Responsibility”

The responsible user is defined by the Responsible Selection Type. “Custom User” type means that the selected user will be automatically assigned as a responsible one for all the Issues placed to the current box. “Pool” type requires manual pointing of the responsible user while Issue creating. Click “Change” in order to create the list of responsible users and select required users in the displayed window. In this case all users from the list will receive the offer to become responsible for every new Issue in the box. The first user who received the offer will become a responsible user. Check the boxes which you need: “Allow user to come responsible”. “Allow responsible to decline responsibility assignment” – the responsible user gets the opportunity to refuse to work with the Issue at any time.

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“Allow responsible another responsible assigning” – responsible user can assign another user as a responsible for the Issue”. “Assign another responsible when reopening” – in case the Issue is opened for the second time, new responsible user is assigned.

“E-mail routing settings”

Check the “Allow Auto Reply” box in order to send automatically the message about new Issue registration. Check the “Use Outgoing Message Template” box in order to send the formatted answer. Checked “Allow internal E-mail Routing” box changes the Issue status while internal user is answering. For example, the Issue will be automatically closed when “SetCompleteState” is selected – is tuned according your internal rules. “None” is default setting. The status is not modified automatically but can be modified manually.

“New Message Actions”

Select the handle for new messages. For example, “SetReOpenState” will transfer the closed Issue into “Reopened” status if there is a message published after the Issue closing.

“Issue Control”
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If the “Allow control” box is checked for the Issue box, a controller will be assigned besides a responsible user and a manager. Custom user, Issue manager or creator can be a controller of an Issue.

You can add message checking rules after the box tuning. New message sent to the e-mail box, for which the default defining of Issue boxes is set, will be checked in series on the purpose of correspondence between all the Issue boxes and Issue rules and will be placed to one of them (see 7.1 Managing e-mail boxes).

7.3 Anti-spam rules
Anti-spam rules enable to sift out the messages sent to the Issue boxes. Three rules provided for checking of incoming messages for the purpose of spam are set originally: • “Code”: messages which contain the ID given earlier are automatically accepted and registered in the system; “White List”: messages sent from white list boxes are automatically accepted and registered in the system (see 7.4 Black and white list); “Black List”: messages sent from black list boxes are automatically deleted.

You can find all the available rules on the “Administration – Help Desk Management – Autodetection/Rules” page.

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If the message does not suit to any rule, it is sent to the “Unread mail” list. If an unread mail is confirmed, sender’s mail is placed automatically to the white list. You can delete these rules and create your own ones. In order to create a new rule, click “Add rules – Add rule” in the upper right hand corner of the “Autodetection/Rules” window.

Tune the rule in the “Add rule” window: • “Key”: message item which will be analyzed by the rule (body, title, topic, sender and etc.); “Type”: method of key analysis (for example, the correspondence to the established template, checking for symbols and others); “Value”: key value according to the selected type which provides the performing of the selected action; “Weight”: value which defines the rules checking order. The values with the largest index are used at first.

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Once you have made the required settings, click “Save”.

7.4 Black lists and white lists
The IBN system enables to keep lists of trusted e-mails (White list) and unwanted e-mails (Black list). These lists are used by anti-spam rules (see 7.3 Anti-spam rules). In order to add new address to the black list, go to “Administration – Help Desk Management – E-mail Black List”. Type the address in the “Quick Add” field and click “Add”.

You can also export the data in the .txt format or import the list of addresses from .txt, .xls or .xml files. Working with the White List is similar.

Chapter 8 Additional Services 8.1 System Broadcast Alerts
The administrator can send quickly informational messages to all (or several) system users. Go to “Administration – Tools&Apps – System Broadcast Alerts” page. Use “Create Alert” in the upper right hand corner of the window.

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Type the text of your message on the displayed page and point groups of users you want to receive this massage. Point the date and time during which the massage will be active in the “Expiration date” field.

The message will be received by the selected users as a common system alert. Also, it will be available on the “My work” portal page during the selected period.

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8.2 Custom SQL - report
“Custom SQL-report” service enables the administrator to create SQL reports for the portal base tables. Go to “Administration – Tools&Apps” – Custom SQL-report” page. Type the report text and click “Execute”.

The report results will be processed to a separate file.

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8.3 SMTP - settings
It is required to check if the SMTP settings are correct for successful working of system reminders and system notifications and the router. Go to “Administration – Common settings – SMTP settings” page.

Click Check SMTP Settings in order to check if the default settings are correct. If you select custom settings, check the corresponding box and type the parameters of connection to the server. Click “Save”.

Chapter 9 Reports
The large group of reports including the detailed information regarding the system and users’ work is available for the administrator.

9.1 Portal statistics
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The information regarding portal working is placed into “Administration – Portal Statistics” unit of the left menu in the IBN 4.5 version (administration report in the previous versions). Go to “Administration – Tools&Apps - Portal statistics” page in order to view the required portal information. “Reporting&Measurement” page will be displayed. It includes users and groups’ statistics and access/usage statistics.

9.2 Error list
The information about all the errors occurred while portal working was included into Administration report in the previous IBN versions. You can find this information on the “Administration – Tools&Apps – Error list” page.

Click the required error name in order to view the detailed information about this error.
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9.3 System reports
9.3.1 General information
All IBN reports are divided into two groups: system reports and custom reports. Custom report can be created by any system user using the corresponding wizard. The list of system reports is not defined exactly and can be expanded without any limitations. A system owner can create and register new reports on his own. This system enables to create almost any report including any required information. The detailed information required for personal creating of reports and uploading them to the system is represented in special documents. System reports are divided into personal reports and global reports. The type of report is defined while registration. Personal system reports include information regarding only that user which has an access to this report. Global report contains the information regarding every system user. 10 reports are set originally with the security settings, which enable to see these reports only from administration group. These reports and security settings tools are available on the “Administration – Common settings – Reports Security” page.

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The following system reports are originally available: Alerts History: searching of system notifications sent through the IBN Client by to system users. Personal report. Enables separate users to see the history of his notifications. Conference History: searching of messages (by key words) sent inside a chat during the period. Personal report. Enables separated users to see the history of his chats. Full Alerts History (For Administrators): the search of system notifications sent through the IBN Client to all system users. Global report. Enables separate users to see the history of all system users’ notifications. Full Conference History (For Administrators): the search (by key words) of messages sent inside any chat during the required period. Global report. Enables separate users to see the history of all system chat participants. Full Message History (For Administrators): the search of messages sent through the IBN Client by all system users. Global report. Enables separate users to see the history of all users’ messages. Group and User IM Session Statistics: the information regarding users’ message activeness. Global report. Group and User Statistics: the information regarding sent/received IBN Client messages and IBN objects created during the period and at the current moment. Global report. Message History: searching of messages sent through the IBN Client by system users. Personal report. Enables separate users to see the history of his personal changes. Most Active Groups and Users: the information regarding users’ activeness in the system: the amount of logging into the portal, the amount of created objects and etc. Global report.

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Quick Snapshot of IBN Portal: general information regarding IBN sessions, messages sent, files transferred and etc. Global report.

9.3.2 System reports settings
The report availability is defined by security settings. The settings system is very flexible and enables to allow or forbid the access to the report either for secure groups or for separate users. The security settings for system reports are set by the administrator. Settings edit tools are available on the “Administration – Common settings – Reports security” page. In order to modify the settings of any report, use the corresponding “Security settings” button.

Select users or group of users which you want to have/not have an access to the report viewing.

Click “Save” in order to activate the report settings. Click “Edit” if you want to modify the report category.

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Click “Save”.

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Chapter 10 Contacts and support 10.1 Technical support
If you have any difficulties with installation or working with our products, please contact us by sending an email to support@mediachase.com

10.2 Contacts
If you have any questions concerning Mediachase products and services, please email us at info@mediachase.com or phone: PBX: +1 323-988-1071 Fax: +1 323-908-3960

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Application 1 Data types
Name Short Text Long Text Number Currency Float Date Date & Time Dictionary elements Web Link/URL HTML E-mail Address File Attachment Image Description No more than any 512 symbols Unlimited amount of any symbols Whole number from -999999999 to 999999999 Material number from 0 to 1000000000. No more than 2 symbols after comma Material number from -100000000000 to 100000000000. No more than 12 symbols after comma. Date. Entered using standard managing IBN element – “Calendar” Date and time. Entered using standard managing IBN element – “Calendar” No more than 512 Latin letters, numbers or symbols -_./:\?&= An unlimited amount of arbitrary symbols of standard HTML editor of IBN Any symbols. Mask “*@*.*”. * - any amount of Latin letters, numbers and symbols -_. No more than 512 symbols total. Any file Image in any standard format: .gif, .jpeg, .png and others.

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