Request upgrade

FAQs

Providing Solutions to Frequently Asked Questions about QFM and P3rform

How to Restart the Workflow Scheduler

In the event that the QFM Workflow Scheduler stops working, non-hosted clients will need to raise the issue with their IT department. Hosted clients will need to contact SWG Support.

If any of the following errors occur, access Workflow Scheduler via the Administration menu, (Administration > Manage > Workflow Scheduler).

  • Emails do not send
  • Visits to mobile are not being received
  • Reports are not being sent
  • PPMs are not generating
  1. Within the Workflow Scheduler screen, check when the scheduler was last refreshed. If an error message to check that it is still running is given (as shown below), then go to the Windows Services app.

  2. Within Services, check whether the QFM Workflow Scheduler, that is linked to your version of QFM Web, has been started. The status should then change to Running.

    Note: If it has already been started, Stop the service and Start it again.

  3. Once the Services have been restarted, refresh the Workflow Scheduler page in QFM, and ensure the scheduler is working as expected. See below.

Link to this FAQ

User Unable to Login – No Geography Assigned

If a user encounters the system message “No Geography is assigned to this user” (as shown below) when attempting to log in to QFM, a QFM administrator must assign geography to the user.

This procedure describes how an administrator can assign the correct geography to a user.

  1. To assign Geography to a User, go to Administration > Users & Profiles > Manage Users, and search for the user.
  2. Once you have located the user, select their Personnel Name to take you to their Personnel Details page.
  3. If the user has not been assigned Geography you can now do this by selecting Change, and using the icon to open the Select Location pop-up box.
    Note: The orange icon will display once Change has been selected.
  4. Select Advanced Options within the Select Location pop-up box.
  5. Search for the Site you would like to assign to the user.
  6. Select the Site and then the Select button.
  7. The Geography should now be added to the user, as shown below.
  8. Select Save, and a notification will appear at the top of the screen to confirm that the Personnel has been updated, as shown below. The user should now be able to login successfully.

Link to this FAQ

Logging a New Event – Values Provided Fail the Service/Work Type Checks

When attempting to log a new Service Event, if a QFM user encounters a system message which says “The values provided fail the Service/Work Type checks” (as shown below), then the user should refer to an Administrator to check QFM General Settings.

This procedure explains how an Administrator should make the appropriate checks to resolve the issue.

  1. Within the New Service Event screen, when adding a Work Type and Priority from the lists of available values, there may be an option to Restrict the list. If unchecked, this will allow you to choose any Work Type and Priority. This will then cause the above error when trying to submit the New Service Event.

  2. To disable the option to uncheck Restricted, go to Administration > Users & Profiles > General Settings.
  3. In the General Settings screen, select settings for the Global User Class, then open down the General Event Logging tab, and under Behaviour there will be two options to Restrict Work Type and Priority by Service, as shown below. Both options should be turned on to disable the Restriction button.
  4. Once the options have been selected, click Apply Settings at the bottom of the page.
    Note: When you Apply Settings you will be asked to login again.
  5. The Restriction option should not now appear when selecting a Work Type.

Link to this FAQ

User Unable to Login – Account No Longer Active

If a user encounters the system message “The user account specified is no longer active” when attempting to log in to QFM, a QFM administrator must reinstate the account to allow the user to log in successfully.

  1. To reinstate an expired user account, access Administration > Users & Profiles > Manage Users, then search for the User record.
    Note:  Make sure the Active Only box is unchecked.
  2. In the Status column you should then be able to see an option to Reinstate User. Once you have selected this option, it should change to Expire User. The User’s account will now be active, and they should be able to login.

Link to this FAQ

User Unable to Log In – No Role Mapped to Class

Use this procedure when you encounter the system message below, when attempting to log in to QFM.


  1. If a User is unable to login and encounters the error shown above, access Administration > Users & Profiles > Manage Users, then search for the User.
  2. In order to be able to login, a User Profile Type is required. As can be seen in the screenshot below, the User does not currently have a User Profile Type.
  3. To add a User Profile Type for the User, access Administration > Users & Profiles > Manage Profiles and select Map Roles to Classes.
  4. You should now be able to Select the User Class and choose a Profile to which it can be mapped.
    Note: Make sure to select the same User Class that is already assigned to the User in the Manage Users screen.
  5. Select Update then the User should be able to login.

Link to this FAQ

How to Change a Work Type Priority

Updating a Work Type Priority within a Service can only be done in the QFM Desktop system.

  1. Go to the Work Type screen in the Services menu. Select the Work Type tab in the bottom left corner of the screen.
  2. Search for the Service which holds the Work Type by using the search icon in the bottom left corner of the screen.
    Select List all then make your selection.
  3. The Priority can now be updated by selecting Update, changing the Priority for the relevant Work Type using the drop down list, and then selecting Save.
  4. Once this has been done, flush the server settings in the QFM web application. Go to Administration > Utilities > Flush Server Settings. The updated Priority should now be automatically populated when adding a Work Type on a new Event.

Link to this FAQ

How to change the Default Geography for a QFM User

Here, we show how to assign geography details to QFM Personnel.

It is important to maintain the correct geography for QFM Personnel.
A QFM User will not be able to log in to the system unless they have a Personnel record which has geography assigned. Also, the geography assigned to Personnel can automatically populate screens when the Personnel is selected, e.g. when adding the ‘Reported By’ person to a new Event.

  1. Go to the Find Personnel screen.
  2. Search for the Personnel record by Name or Personnel Reference.
  3. To add or update the address in the Geography field, select the Change button then select the Geography field Lookup button.
  4. Search for the new geography.
  5. Select the new Geography then click the Select button.
  6. Select Save to assign the geography.

Link to this FAQ

How to Create and Schedule a List Report

Here, we show how to create a List Report with customised filters then schedule the report to be generated automatically.

  1. Go to the Report Centre (System > Report Centre) and select the List Report required.
  2. Select Filters then in the Filter Details window add your criteria as appropriate.
  3. Select Add Criteria… then make your criteria selection from the first drop down list (left to right). Once you have selected a value, select a condition from the second drop down list, (these are context sensitive and change according to the criteria selected). Select a condition value or set of values in the third (lookup) field.
    You may enter any number of criteria values; simply select Add Criteria… to display another row. Once you have selected all your criteria, you can add Grouping Options and apply these by ticking the box (left end of each criteria row) for each criteria you wish to include.
  4. Once all criteria are selected you can save the selections to the Filter list to be used again. Simply select Save As… then in the Filter Properties window add a Name and Description. You can also leave the Filter as always available (Show filter until) or specify a date after which the Filter will become unavailable.

    Select Create.
  5. The Filter is now saved and can be selected from the Filters menu.
  6. Next, create a new View. From the Views menu select Add View.
  7. Add the details in the Add View window, ensuring to add a View Name and select the Filter you created.

    Select Save.
  8. Next, with the View and Filter loaded, select Save Layout from the Layouts menu.
  9. Save a Layout Name then select OK.
  10. To set up the automated report production, go to Add Schedule from Scheduled Jobs in the Report Centre.
  11. Complete the schedule details on the screens shown below.

Link to this FAQ

How to Search for Personnel (QFM Desktop)

Here, we show how to search for Personnel records in QFM Desktop. There are two search methods, detailed below.

The first method is a simple name search.

  1. Go to the Personnel screen (Infrastructure tab).
  2. Select the ellipsis button next to the Name field.
  3. In the Key Search box, enter a name in the Personnel field then select OK.

    If the search is successful, the Personnel details are displayed on-screen.

The second method uses an Advance Search, allowing you to search for Personnel using a range of different criteria, for example all the people in a specific department.

  1. Select the Search button at the bottom left corner of the screen.
  2. Select the Criteria button.
  3. Select a criteria item from the Name field drop down list.
  4. Select a value in the Start Value field by selecting the button at the right end of the field. Depending on the criteria item you have selected, you may also need to select a value in the End Value field.
    In this example only one value is required for the criteria of ‘Department’.
  5. You can add multiple criteria items to the search. Once you have added all the criteria, select the Search button in the bottom right corner of the screen.
  6. You can select a person from the list of results in the bottom half of the screen, by highlighting the name then selecting the Select button.
    The Personnel record is then displayed.

 

Link to this FAQ

How to Apply Report Filters

Here, we show how to apply filters to List Reports. In this example a date range is added as filter criteria.

  1. Go to Report Centre.
  2. Select a List Report.
  3. Select Filters
  4. In the first Criteria field (left to right), select an item from the drop down list.
  5. In the second Criteria field, select Between (for a date range).
  6. Select a date range in the fields at the end of the row. Click into each field to select a date from the calendar.
  7. You can add further criteria filters by selecting Add Criteria…
    The fields will differ by criteria item, e.g. two fields for a date range, one field for a condition (e.g. ‘Contains’).
  8. Once you have added all the required criteria, select Results are displayed on-screen.

Link to this FAQ

How do I view all the Planned Maintenance Schedules for a particular site?

It is possible to create filters in the Schedule Planner for example to display all Planned Maintenance schedules for a particular site.

  1. Access the Schedule Planner from the Events menu option.
  2. Click the Filter option to add a filter.
  3. Click the Add Criteria From the drop down list select Site.
    Q56IMAGE1
  4. Select the orange lookup option.
  5. Add the site/s you wish to filter by to the Included  field.
    Q56IMAGE2
  6. Click Update.
  7. Click Apply to enable filter condition.

Link to this FAQ

How do I troubleshoot login issues in QFM?

Warning message “User name or password was incorrect”: indicates an incorrect user name or password.  Please check for case sensitivity.

Warning message “You are not setup to access system”:  indicates the username does not exist.  You will need to set up as a user in order to log in.

Warning message “No geography assigned to this user”:  indicates the user’s personnel record does not have a geography assigned.  An admin user will be able to maintain the user’s personnel record and assign a geography.

Link to this FAQ

How do I use Event Director filter options?
  1. Navigate to the Event Director This can be access from the Events menu option.
  2. Click the Change Filter A number of filter options will display.
  3. Enable filters as required by highlighting options from Event Event Types or Status fields. Alternatively, filters can be enabled from drop down options.
    Q54IMAGE1
  4. Click the Refresh button to apply filters.

Link to this FAQ

How do I troubleshoot Schedule issues in QFM Web?
  1. Ensure Schedules have been published.  Verify the activities have solid borders indicating these have been published.  If the activities are unpublished click the Publish button to confirm the activities can be generated into events.
  2. Check the workflow scheduler service is running for the Generate Events from Plan and Scheduling – Generate Planned Events service.

Link to this FAQ

How do I subscribe new Assets to existing Planned Maintenance Schedules?
  1. Navigate to the asset record by searching for the asset in the Find Asset screen. This can be accessed from the Assets menu.
  2. From the Asset Viewer click the Schedules.
  3. Click the Subscribe to Schedule.
  4. Click the lookup option to search for an existing schedule to subscribe the asset to. Select the schedule.
    Q51IMAGE1
  5. Add date and time options in the Subscribe From field and if required the Subscribe To field.
  6. Click Subscribe to save.

Link to this FAQ

How do I share Event Director views in QFM Web?

The ability to maintain shared views in the Event Director is a permission setting managed in General Settings.

  1. Navigate to the Event Director.
  2. Once the Event Director view has been maintained click Save View.
  3. Update the name in the ‘Save View As’ field.
  4. Click the Share View.
    Q49IMAGE1
  5. Click OK.

Link to this FAQ

How do I setup a Schedule Report?

There are two job types:

  • Group Notifications
    Group Notifications allow users to attach Lists to scheduled emails, in addition to Reports. A List can either be a .CSV file attachment or rendered HTML embedded into the email body.
  • Mail Merge Notifications
    Mail Merge Notifications allow users to send emails to recipients who are part of the data contained in an existing list view. The list view would contain an email column for the recipient’s email address, and other data columns to be used in the email’s subject and body. For example, send a PO Authoriser a notification when they have an event assigned to them with a status of ‘Ready To Authorise’.
    The user can construct an email using a mail merge style interface, whereby they insert a tag representing a column name in the list view. The recipient will then receive the row-column value from the list view, via email at runtime. For example, the tag {#FirstName#} will be replaced with ‘John’ for the row in the list view corresponding to John Smith.

 

  1. Group Notifications

Adding a New Scheduled Report

  • Go to the Report Centre from the System menu option.
  • Expand the All Reports Expand the Scheduled Jobs option then select Add Schedule.
    Enter a unique Name for the schedule, (this cannot be amended once saved). Enter a short Description of the schedule.
  • In the Job Type field select Group Notifications from the drop-down list.
    In the Editable By field select the User Group which will have permissions to modify the job.
  • Select Next.

To add a Report:

  • Select the Reports tab then select Add Report.
  • In the Report Selection window select the report you wish to schedule from the dropdown list, then select the report filter required.
    Select OK. The Report is added.
  • You can Edit the report via the pencil icon, and Delete the report via the minus icon.
    Select Next.
  • The next screen allows you to set up the email to which the report will be attached.
  • Add a Subject Line then enter the email Body
  • The Use Plain Text Editor (Formatting will be lost) link and Upgrade to HTML Editor link enable you to switch between formatting editors
  • Select Next.
  • The final screen enables you to set the schedule for the report. In the Scheduling section select the date range in the Schedule begin and End Then set the frequency in the Repeat job every fields and the time range fields.
  • The Schedule relative to actual last run (rather than scheduled run time) tick box allows you to specify that the frequency should be applied from the actual time that the report was last run.
    In the tick boxes select the days of the week on which the report should be run. Optional Suppression Options are available on this screen.
  • Tick the Notify only when records exist in box then select a report to suppress when no records are present.
  • Tick the Suppress repeated records box to suppress the report if data is the same as when the report was last run. You then need to select the column or columns needed to determine the ‘uniqueness’ of data. For example, if you select ‘Event ID’ column, the data will only be sent if that field’s data has changed.
    You can also choose whether to enforce the suppression forever or only for a certain period of time (select the radio buttons). For example, if you are repeating the job every minute but don’t want to see the repeats every minute, you could choose to suppress for just 24 hours so that you do get the repeated record but only once a day.
  • Finally, select Save then click (Run Now) to start the scheduler. This will send the emails out initially and then schedule the next run date.

 

Adding a New Scheduled List

  • Go to the Report Centre from the System menu option.
  • Expand the All Reports Expand the Scheduled Jobs option then select Add Schedule.
  • Enter a unique Name for the schedule, (this cannot be amended once saved). Enter a short Description of the schedule.
  • In the Job Type field select Group Notifications from the drop-down list.
    In the Editable By field select the User Group which will have permissions to modify the job.
  • Select Next.
  • To add a List:
    Select the Lists tab then select Add list.
  • The List Selection window displays a tree view structure of available lists. Locate the list you wish to send and select a view under that list.
    Note: You must select a view, not the list itself.
    You then need to select an Include Method. This determines how the list will be included in the accompanying email. By selecting Attachment, the list will automatically be attached to the email (as with reports) as a CSV file. If you select HTML, you will have the option to embed the list as HTML in the body of the email (and no attachment).
    Note:    If you select ‘Attachment’ you can do both.Select OK. The List is added.
  • You can Edit the list via the pencilicon, and Delete the list via the minus  icon.
    The Include Method is also displayed; either clip for Attachment, or  trianglefor HTML.
    Select Next.
  • The next screen allows you to set up the email to which the list will be attached.
  • Add a Subject Line then enter the email Body text.
  • The Use Plain Text Editor (Formatting will be lost) link and Upgrade to HTML Editor link enable you to switch between formatting editors.
  • You can embed a list/s in the email by selecting it from the Formatted Lists drop-down field on the Plain Text Editor; all lists created are listed for selection. (This adds a tag that will be replaced with the actual data at runtime).
  • Select Next.
  • The final screen enables you to set the schedule for the list. In the Scheduling section select the date range in the Schedule begin and End then set the frequency in the Repeat job every fields and the time range fields.
  • The Schedule relative to actual last run (rather than scheduled run time) tick box allows you to specify that the frequency should be applied from the actual time that the list was last run.
    In the tick boxes select the days of the week on which the list should be run.
  • Optional Suppression Options are available on this screen.
  • Tick the Notify only when records exist in box then select a list to suppress when no records are present.
  • Tick the Suppress repeated records box to suppress the list if data is the same as when the list was last run. You then need to select the column or columns needed to determine the ‘uniqueness’ of data. For example, if you select ‘Event ID’ column, the data will only be sent if that field’s data has changed.
    You can also choose whether to enforce the suppression forever or only for a certain period of time (select the radio buttons). For example, if you are repeating the job every minute but don’t want to see the repeats every minute, you could choose to suppress for just 24 hours so that you do get the repeated record but only once a day.
  • Finally, select Save then click Run Now to start the scheduler. This will send the emails out initially and then schedule the next run date.

2. Mail Merge Notifications

Adding Mail Merge Notifications

  • Go to the Report Centre from the System menu option.
  • Expand the All Reports Expand the Scheduled Jobs option then select Add Schedule.
  • Enter a unique Name for the schedule, (this cannot be amended once saved). Enter a short Description of the schedule.
  • In the Job Type field select Mail Merge Notifications from the drop-down list.
    In the Mail Merge List field select the Select
  • The List Selection window displays a tree view structure of available lists. Locate the list required then select a view under that list.
    Note: You must select a view, not the list itself. The view must include an ‘email’ column.
  • Select OK.
  • In the Editable By field select the User Group which will have permissions to modify the job.
    Select Next.
  • The next screen allows you to set up the email to which the notification will be attached.
  • In the Pick Email Column field select the column name which contains the email address; this may not necessarily be ‘Email’. (The system will attempt to automatically select a value which has ‘email’ in its name).
  • Add a Subject Line then enter the email Body
  • The Use Plain Text Editor (Formatting will be lost) link and Upgrade to HTML Editor link to enable you to switch between formatting editors.
  • Create your email as required and select the column values you wish to use from the Mail Merge List Columns drop-down field on the Plain Text Editor. (This adds a tag that will be replaced with the actual data at runtime).
  • Select Next.
  • The final screen enables you to set the schedule for the job. In the Scheduling section select the date range in the Schedule begin and End Then set the frequency in the Repeat job every fields and the time range fields.
    The Schedule relative to actual last run (rather than scheduled run time) tick box allows you to specify that the frequency should be applied from the actual time that the job was last run.
    In the tick boxes select the days of the week on which the job should be run.
  • Optional Suppression Options are available on this screen.
    Tick the Suppress repeated records box to suppress the job if data is the same as when the list was last run. You then need to select the column or columns needed to determine the ‘uniqueness’ of data. For example, if you select ‘Event ID’ column, the data will only be sent if that field’s data has changed.
    You can also choose whether to enforce the suppression forever or only for a certain period of time (select the radio buttons). For example, if you are repeating the job every minute but don’t want to see the repeats every minute, you could choose to suppress for just 24 hours so that you do get the repeated record but only once a day.
  • Finally, select Save then click Run Now to start the scheduler. This will send the emails out initially and then schedule the next run date.

 

Link to this FAQ

How do I setup a default home page on QFM Web?

It is possible to set up default home pages on QFM web for user profiles.

  1. Navigate to the Managing Landing Page for Profiles This can be accessed via the Administration menu option, Users and Profiles sub menu.
  2. Select the profile you wish to maintain the landing page for from the ‘Select Profile’ drop down option.
  3. Update the Landing Page field to define a new home page.

Q47IMAGE1

Link to this FAQ

How do I set up Schedule templates?
  1. Navigate to the General Reference Data This can be accessed from the Administration menu, Manage sub menu.
  2. Select Schedule Template Defaults from the drop down option.
  3. Click the Edit icon for the PM Events.
    Q46IMAGE1
  4. Click the Change option to maintain the template.
    Q46IMAGE2
  5. You can configure the template, once complete click Save.

Link to this FAQ

How do I set up data scoping restrictions?

Data scoping restrictions can be enabled by User Class.

  1. Navigate to the Data Scope Filters. This can be accessed from the Administration menu option, Users & Profile sub menu.
  2. Select the Class you wish to maintain from the ‘Select Class’ drop down option.
  3. Select the entity you wish to restrict from the ‘Pick Filter Type’ option.
  4. Update the Included field and Excluded field using the arrows to maintain the data that should be accessible and restricted to users within the defined class.
    Q44IMAGE1
  5. Click Refresh once complete.

Link to this FAQ

How do I set up 2X and RDP software?
  • The 2X RDP Client – can be downloaded from http://www.2x.com/rdp-client/downloadlinks/
  • Start the 2X RDP Application and select ‘Add New Connection…’ from the ‘File’ menu. Enter the details as below, replacing the username and password with the ones provided by a representative from the SWG Professional Services team.
  • Click on the ‘Display’ tab and ensure configuration matches the screenshot.

Q43IMAGE1

  • Click on the ‘Local Resources’ tab and ensure configuration matches the screenshot.

Q43IMAGE2

  • Click on the ‘Experience’ tab and ensure configuration matches the screenshot.q43 image 3

 

  • Click on the ‘Advanced Settings’ tab and ensure configuration matches the screenshot
  • Q43IMAGE4
  • If you are connecting from behind a Proxy server you will have to contact your IT department in order to get help configuring the connection. The relevant screen on the client software can be found under the Network tab.

Q43IMAGE5

  • Click ‘OK’. You will see the new connection in the 2x client’s window.
  • 2X will add a new item to your Start menu as below. Once you have performed the above steps you should not need to do them again, from now on you can just go directly to the Start menu.
  • Select the ‘QFM5’ entry. You might see a security warning dialogue like below.
    Check that the certificate is for app.swgasp.com by clicking on the ‘View Certificate…’ button.  If so, you can tick ‘Do not ask me again.’
  • After a short delay, the QFM application will launch in a window on your local desktop. You should be using the username and password provided to log on.

Link to this FAQ

How do I see what Services are under a particular Service Group?

Desktop

  1. Navigate to the Service
  2. Click the Service option.
  3. Use the Navigation buttons to browse through the Service records to identify what Services are in a Service Group.

 Web

  1. Navigate to the General Reference Data This can be accessed from the Administration menu, Manage sub menu.
  2. Select the Services option from the drop down list.
  3. Use the Navigation buttons to browse through the Service records to identify what Services are in a Service Group. Alternatively, use the filter option in the Service Group column to restrict by a Service Group and display the Services associated to the filtered Service Group.

Q42IMAGE1

Link to this FAQ

How do I reset the Workflow Scheduler?

The Workflow Scheduler service can be restarted on the Workflow Scheduler server.

  1. Access Services.msc by typing ‘Services’ or ‘Services.msc’ into the Windows Start menu and press enter.
  2. Locate the QFM Workflow Scheduler service and click the Restart option.

Q41IMAGE1

Link to this FAQ

How do I replace the standard QFM logo with a custom logo?
  1. Navigate to the Images subfolder of your QFM Web Instance Installation (on a default QFM Web instance install this would be C:InetpubWWWRootQFMUIImages)
  2. Update the QFMSoftwarelogo.jpg, QFMlogoSmallScreen.png and QFMlogoSmallScreen_ED.png file.

Link to this FAQ

How do I reinstate a QFM user account?

Problem
How do I reinstate a QFM user account?

Resolution
To instate a QFM User Account you will use ‘Manage Users’ via the Administration tab on QFM Web. To change these settings you must first login as an Administrator on QFM Web.

  1. Navigate to ‘Manage Users’.
    Q16IMAGE1
  2. Un-tick ‘Active Only’ to show expired users.
    Q16IMAGE2
  3. Search for the user that is expired.
  4. Click the ‘Reinstate User’ button.

 

 

Link to this FAQ

How do I publish Schedules in QFM Web?

Problem
How do I publish Schedules in QFM Web?

Resolution

  1. To publish Schedules in QFM Web navigate to the ‘Schedule Planner’.
    Q15IMAGE1
  2. Click ‘Show Prefs’ in the bottom left of the screen, this will reveal the option to select how many weeks ahead you wish to publish your schedules.
    Q15IMAGE2
  3. When you publish from the Schedule planner it’s important to remember that you will only publish what you have in your view. If you want to publish every schedule (as is the norm) then you will want to make sure the filter screen is blank.
  4. When you are happy that your filter is correct you are ready to publish your Schedules, click the ‘Publish’ button located in the top right of the screen.
    Q15IMAGE3

Link to this FAQ

How do I provide ‘Self Service’ profile users with access to attachments?

Problem
How do I provide ‘Self Service’ profile users with access to attachments?

Resolution
This is done via ‘General Settings’ within the Administration Tab on QFM Web. To change these settings you must first login as an Administrator on QFM Web.

  1. Navigate to ‘General Settings’.
    Q6IMAGE1 
  2. Select the User Class you wish to change the settings for, using the dropdown at the top of the page. If you want to change the settings for Self Service select ‘Self Service’.
    Q6IMAGE2 
  3. Navigate to ‘General Event Logging’; the main setting for attachments is called ‘Allowed to view attachments’ and there are also additional settings for attachments here.
  4. When you want to save your changes scroll to the bottom of the page and click ‘Apply Settings’. Q6IMAGE4

Link to this FAQ

How do I print Event worksheets?
  1. To print an Event Worksheet on QFM Web navigate to the event you wish to print and click ‘Print Worksheet’. Q14IMAGE1

    You will be presented with a pop-up window, click ‘OK’ on this and the worksheet will be downloaded. Q14IMAGE2

    To print an Event Worksheet on QFM Desktop, navigate to the event you wish to print and click the printer icon in the top left.
    Q14IMAGE3

  2. You will be presented with a pop-up window, click ‘Yes’ on this and the worksheet will be downloaded to a report viewer and from here you can save it where you want.
    Q14IMAGE4

Link to this FAQ

How can I change the view on Event Director so it looks the same on QFM Web and QM Desktop?

Problem
How can I change the view on Event Director so it looks the same on QFM Web and QM Desktop?

Resolution
The Event Director on the Desktop contains all the data in the system; it has the capacity to do this as it is a standalone program.

The Event Director programme on QFM Web is filtered based on time scale – the default value for this is 30 days but this can be changed as you require.  The reason we have a filter on the Web Event Director is to increase the performance of the system.

It is not recommend that you make these two Directors match, as the filters prevent performance issues on QFM Web.

Link to this FAQ

How do I link service groups, services and work types to site geography?

Problem
How do I link service groups, services and work types to site geography?

Resolution
You can link up the Service Matrix (Service Group, Service, Worktype and Priority) via QFM Desktop.

This is done via the ‘Services’ tab.
Q1IMAGE3

You cannot filter the Service Matrix based on Geography because you can log any type of Service Event anywhere in Geography.

Link to this FAQ

How do I import data into QFM?

Problem
How do I import data into QFM?   

Resolution
QFM data import not recommend by SWG without prior training, as incorrectly imported data can result in problems throughout the system.

The import can be collated on an Excel document named ‘Data Import Spreadsheet’, and a blank copy of the spreadsheet can be found on the root directory of your QFM5 Desktop install.

SWG offer training courses on the QFM Import; please contact your SWG Account Manager or Support team on support@swg.com to learn more.

 

Link to this FAQ

How do I generate attachments on schedules in QFM Web?

Problem
How do I generate attachments on schedules in QFM Web?

Resolution
To generate attachments on schedules in QFM Web, you should add them against the schedule activity. You will only be able to add attachments after you have saved your schedule (this is the same logic that applies to adding an attachment to an event before saving the event).

  1. Assuming the Schedule has been saved enter editing mode on the schedule then navigate to the Attachments tab on the Scheduled Activity.
  2. You can now add an attachment in the same way you would on an event. If you require assistance with this please refer to ‘How do I add an attachment to an Event in QFM Web?’

Link to this FAQ

How do I generate additional user reports from the Event screen?

Problem
How do I generate additional user reports from the Event screen?

Resolution
User Reports are not created in QFM; they are developed on a per client basis. You can normally replicate the report you want by using filters on an ‘Event History Report’.

If you want to find out more about User Reports and how SWG can develop bespoke reports for your needs, contact your SWG Account Manager or the support department on support@swg.com.

Link to this FAQ

How do I generate a Year Planner Report?

Problem
How do I generate a Year Planner Report?

Resolution
You can create a Year Planner Report via the ‘Report Centre’.
Q8IMAGE1

A Year Planner Report is a report version of what you see on the ‘Schedule Planner’ screen.

 

Link to this FAQ

How do I delete old event data from QFM?

Problem
How do I delete old event data from QFM?

Resolution
Event  data is locked down and cannot be easily deleted from the system, since it is standard practice to retain historical event data for auditing purposes. If required, SWG can archive old data and create a blank database which does not contain any historical event data, which can be used moving forward.

If you wish to find out more about SWG’s data archiving services, please email support@swg.com or contact your SWG Account Manager.

 

 

 

Link to this FAQ

How do I disable automatically filling fields in QFM Web?

Problem
How do I disable automatically filling fields in QFM Web?

Resolution
There are various fields that can be setup to fill automatically, based on selected data. The setting for this can be found on ‘General Settings’.

  1. To change these settings you must first log in as an Administrator on QFM Web.
  2. Navigate to ‘General Settings’.
    Q6IMAGE1
  3. Select the User Class you wish to change the settings for, using the drop down at the top of the page. If you want to change the settings for everyone who uses QFM select the ‘Global User Class’.
    Q6IMAGE2

  4. You will be able to change the settings for defaulting fields within ‘General Event Logging’.

Link to this FAQ

How do I delete QFM Services which are being used by existing Events?

Problem
How do I delete QFM Services which are being used by existing Events?

Resolution
If you wish to remove a Service which has been used for events, you will first have to change the Service on the events which use the Service you wish to remove.

This is general rule for removing data in QFM.

Link to this FAQ

How do I create Sites?

Problem
How do I create Sites?

Resolution
To create a new site, the best way is to login to QFM Desktop.

  1. Navigate to ‘Site’.
    Q13IMAGE1
  2. Click the ‘Add’ button in the bottom right corner (as is the standard in QFM Desktop).
  3. You will now be able to enter values for a new Site, when you have finished click ‘Save’ in the bottom right.

Link to this FAQ

How do I create reports in QFM Web that have dynamic dates so I don’t have to change them each month?

Problem
How do I create reports in QFM Web that have dynamic dates so I don’t have to change them each month?

Resolution
When creating a report there will be times when you wish to create dates that are dynamic so that you don’t have to keep changing the dates for a regular report. In addition, when a report has been setup to use a dynamic date, it makes it suitable to be used as an automated Scheduled Report date options.

Dynamic dates can set via the date option you get to this via the magnifying glass.
Q11IMAGE2

You can setup pretty much any range of date here. In my example we have set a monthly report for the previous month by using a -1 offset on a month range.
Q11IMAGE3

Link to this FAQ

How do I create new Geography in the correct format?

Problem
How do I create new Geography in the correct format?

Resolution

The correct format for Geography differs from one client to the next there is no set standard across the board.

The most common approach however is to use one of four levels:

  1. Site – The complex/campus name e.g. The Olympic Park.
  2. Location – The building name e.g. The Olympic Stadium.
  3. Unit – The area or floor number e.g. Level 1.
  4. Partition – The room number or partition e.g. D45e.

Link to this FAQ

How do I create new QFM user accounts?

Problem
How do I create new QFM user accounts? 

Resolution
To setup new user accounts you will need to log in to QFM Desktop with a user who has Administrator rights.

  1. First navigate to ‘Personnel’ and create a new personnel record for the new user to use.
  2. Now navigate to ‘Maintain Users’ from the Admin tab.
  3. Click the ‘Add’ button in the bottom right which will start the new user wizard:
    a. Enter a username.
    b. Select the personnel name which you have just created in the previous step.
    c. Create a password.
    d. Select your language.
    e. When you have added all of these fields you can now save the new User. There are additional fields such as Expiry date but these are optional.

Link to this FAQ

How do I create a Schedule Planner Report?

Problem
How do I create a Schedule Planner Report?

Resolution

  1. You can create a Schedule Planner Report via the Report Centre.
    Q8IMAGE1
  2. You can then either :
    a. Generate an Event History Report and create a filter for PM Events (this process is explained in detail in ‘How do I create a report based on filters in QFM Web?’)
    b. Generate a ‘Year Planner Report’ which will be report version of the same thing you see on the Schedule Planner screen.

 

Link to this FAQ

How do I create a Planned Maintenance Schedule in QFM Web from scratch?

Problem
How do I create a Planned Maintenance Schedule in QFM Web from scratch?

Resolution
To answer this question we will run through a worked example.

  1. The first thing we want to do is find the asset which we want to create a schedule for, do this via the ‘Find Assets’ screen.
  2. The easiest way of a starting the wizard is via the ‘Schedule’ button on the ‘Find Asset’ search results, alternatively you can launch it via the main screen of the asset via the schedules tab.
    Q12IMAGE1
  3. Now you will be presented with a blank schedule. A schedule comes in two parts. The schedule and then the schedule activity, you can have more than one schedule activity in a schedule. The reason we have more than one is because on schedule activity may be weekly maintenance while the other monthly etc.
    Q12IMAGE2
  4. We will set up the Schedule as follows:
    a. Description – A short description for what the schedule is.
    b. Subscribe From – Leave blank
    c. Activities – Skip this section for now.
    d. Plan Start Date – We have used ‘01/09/2015 at 00:00’ set this value to be when you want the schedule commence, this has to be before the Activity start date.
    e. Leave the rest of the items on here as the default.
    Q12IMAGE3
  5. Now we have created the Schedule we will now create the scheduled activity, to start this click ‘Add Activity’:
    a. Description – A short description for what the activity is e.g. Monthly Service
    b. Activity Category – This is purely aesthetic, it will control which colour scheme is used for the schedule graphically, we picked the monthly colour scheme.
    c. Start Date – This is important as it will dictate when the first scheduled activity will start, this date has to be after the schedule start date so we set ours to start 1 hour later.
    d. Reoccurrence Profile – This is also important as it will dictate how often the activity will create an event e.g. Yearly, Monthly, Weekly. To add a profile click the green plus and you will be given a simple pop-up asking how often to create events, we set ours up as a monthly schedule to generate at the start of every month.
    Q12IMAGE5
    e. Leave everything else on this tab blank.
    Q12IMAGE4
    f. Now select the ‘Template’ tab on the Activity, this will bring up the tab where you should enter in the details you want to see on then events that get generated from this activity.
    Q12IMAGE6
    g. Once you are done here click ‘Save’.
  6. Now we are ready to save the schedule so click ‘Save’ on the schedule screen too. You will be presented with a pop-up, just select ‘Ok’ on this.
  7. Now you should have received a message at the top of the schedule to say that you have created your schedule correctly.
    Q12IMAGE7
  8. Now if you click on the ‘View Plan’ you will be presented with the graphical representation of your schedule.
    Q12IMAGE8

Link to this FAQ

How do I create a report based on filters in QFM Web?

Problem
How do I create a report based on filters in QFM Web?

Resolution

To explain this process we are going to explain it via a worked example. We are going to create a report which we will be setup to pick up all events logged in the last month based on two filters.

  1. To start you will need to navigate to ‘Report Centre.’
    Q8IMAGE1
  2. Next you want to go into Reports > Event History Reports.
    Q11IMAGE1
    If you don’t have this option contact you your QFM administrator in order to enable it for your user.
  3. You will now be presented with a blank report, it will automatically calculate to generate a month back from the current date.The first thing we want to setup is the date range, we will set it up to pick from the start of the last month to the end of last month. To do this you want to go into the date options, you get this via the magnifying glass.
    Q11IMAGE2
    You now want to pick the start of last month by picking start of the month and applying a -1 month offset. The same logic applies to the other date. You can setup pretty much any range of date here.
    Q11IMAGE3

     

  4. Now we will add the two filters, In the example we will use ‘Event Type’ and ‘Site’. These will be filtered down to ‘Service Events’ and one site. You can add multiple values in the filters although we are only picking one value in this example.
    Q11IMAGE4Q11IMAGE5
  5. We have now completed the report, the final thing we will want to do is save the report so we can load it up in the future.
    Q11IMAGE6

Link to this FAQ

How do I configure email notifications on QFM Web?

Problem
How do I configure email notifications on QFM Web?

Resolution
To configure email notifications on QFM Web you must first login as a user with administrator rights.

  1. Navigate to ‘Notification Settings’.
    Q10IMAGE1
  2. You will now be presented with the crib sheet for configuring email notifications, on this page you can choose to turn on/off a variety of email at various statuses for different type of user.
    Q10IMAGE2
  3. If you want to configure the text of the emails themselves click on the yellow post-it to bring up the email subject and body which you can edit.
    Q10IMAGE3

Link to this FAQ

How do I change the room setup configuration for Room Bookings in QFM Web?

Problem
How do I change the room setup configuration for Room Bookings in QFM Web?

Resolution

  1. To configure a room setup you will have to navigate to ‘Room Details’.
    Q9IMAGE1
  2. Select the room you wish to change via the navigation bar on the left hand side of the screen.
    Q9IMAGE2
  3. Once the room loads you should be able to configure various changes. If you cannot make any changes because the fields are locked you should contact your QFM administrator to enable the ability to edit rooms for your User Class/Profile. This would be done via ‘General Settings’ on the Admin tab.

Link to this FAQ

How do I change the recipients of a Scheduled Report?

Problem
How do I change the recipients of a Scheduled Report?

  1. Resolution
    To change the recipients of a Scheduled report can be done in two ways; it depends on how the report was setup initially. If the report was setup with just one recipient then you can change the recipient by navigating to the report in the Report Centre.
    Q8IMAGE1

  2. Click on the scheduled report you wish to edit and click through the setup until you reach the recipients. Once on this page you can edit the recipient.
  3. If you have setup the Scheduled Report to use a workgroup then to change or add recipients to it you will have to navigate to ‘Manage Workgroups’ where you can configure this.
    Q8IMAGE2

Link to this FAQ

How do I change the QFM timeout settings in QFM Web?

Problem
How do I change the QFM timeout settings in QFM Web?

Resolution
To change the timeout settings of QFM changes will need to be made to the configuration file on the Web Server which hosts QFM Web.

Please contact support@swg.com and request the change, stating what you would like it to be set to. If SWG host your QFM Web we can change this ourselves. If we do not then we will be in touch with further instructions which you can pass on to your IT Department to apply.

Link to this FAQ

How do I change Planned Maintenance Schedules in QFM Web?

Problem
How do I change Planned Maintenance Schedules in QFM Web?

Resolution

  1. To change a Planned Maintenance Schedule on QFM you must first navigate to the schedule you wish to change. Once you have entered the schedule you will need to enter the editing mode, to do this click the ‘Change’ button which will be located at the bottom of the schedule.
    Q7IMAGE1

  2. After you have entered this mode, you will be able to change most of the settings in both the Schedule and the Schedule Activity.
  3. When you are finished navigate back to the where the Change button was and click ‘Save’.

Link to this FAQ

How do I change Event dates if the fields are greyed out in QFM Web?

Problem
How do I change Event dates if the fields are greyed out in QFM Web?

Resolution
If a field is greyed out in QFM Web for a User then this can normally be configured to be updatable via General Settings in Administration, come fields cannot be updated such as ‘Cancelled’.

  1. To change these settings you must first login as an Administrator on QFM Web.
  2. Navigate to ‘General Settings’.
    Q6IMAGE1
  3. Select the User Class you wish to change the settings for, if you want to change the settings for everyone who uses QFM select the ‘Global User Class’. You select the User Class from the dropdown at the top of the page.
    Q6IMAGE2
  4. Navigate to General Event Logging > Performance Management. You will see a variety of settings which control at what point a field cannot be edited past.
    Q6IMAGE3
  5. When you want to save your changes scroll to the bottom of the page and click ‘Apply Settings’.
    Q6IMAGE4

Link to this FAQ

How do I cancel Room Bookings in QFM Web?

Problem
How do I cancel Room Bookings in QFM Web?

Resolution

  1. To cancel a Room booking you first need to navigate to ‘Find Room Booking’.
    Q5IMAGE2
  2. Search for the room booking you want to cancel, once you have found it open up the booking.
  3. To cancel the booking, click the ‘Cancel’ button at the top of the booking page.
    Q5IMAGE1

Link to this FAQ

How do I cancel an Event?

Problem
How do I cancel an Event?

Resolution

  1. To cancel an event in QFM Web you simply add a cancelled time into the Key Dates section of whatever event you wish to cancel and then click ‘Update’.
    Q4IMAGE1 
  2. You will get a pop-up message instructing you that once you cancel an event in QFM you cannot un-cancel it. Click ‘Ok’ to proceed and QFM will then cancel the event and in doing so set the status of the event to ‘Cancelled’.
    Q4IMAGE2


Link to this FAQ

How do I amend QFM User Profiles in QFM Web?

Problem
How do I amend QFM User Profiles in QFM Web?

Resolution
1) Navigate to Manage Profiles.
Q3IMAGE1

2) Select the profile you wish to amend from the dropdown.
Q3IMAGE2

3) Now you can Include or Exclude the modules for the Profile you have selected via Manage Roles. Simply use the navigation arrows to move the highlighted modules from the Included List to the Excluded List or vice versa.
Q3IMAGE3 

 

Link to this FAQ

How do I add an attachment to an Event in QFM Web?

Problem
How do I add an attachment to an Event in QFM Web?

Resolution

To add an attachment to an event you must first log the event, you cannot add an attachment to an event that is yet to be created.

  1. Navigate to the event you wish to add the attachment too.
  2. Click on the ‘Attachments’ tab and then click on the ‘Add’ button. If you don’t see either of these buttons please contact your QFM administrator as your User Class will have to have attachments enabled.Q2IMAGE1
  3. There are three types of attachment you can add in QFM.
  • Files – Documents, Images, PDFs. This is the standard attachment type.
  • Link to an existing file – This type will link to a file on your local network without adding it to the QFM system.
  • Link to a web address – This type will link to a URL.

Link to this FAQ

How do I add a new Work Type in QFM?

Problem
How do I add a new Work Type in QFM?

Resolution
To add a new work type in QFM you will need to use QFM Desktop:

  1. Login to QFM Desktop with a Admin or Helpdesk level user. If you do not have a user of this level please contact your QFM Administrator.
  2. Navigate to the ‘Events’ tab.
    Q1IMAGE1
  3. Navigate to ‘Work Type’, which is found with within the ‘Setup’.
  4. Click the ‘Add’ button tton in the bottom right.
  5. A new row will have been added at the bottom of the list, fill this out without the Name of the new Work Type, an Optional Description, leave Category as ‘Standard’, leave ‘Export Value’ blank.Q1IMAGE2
  6. Click the ‘Save’ button in the bottom right.
  7. The Work Type has now been added into the system, it can then be managed via the ‘Services’ Tab within ‘Work Type’.

Q1IMAGE3

Link to this FAQ

How do I access the templates for Event instructions?

Problem
How do I access the templates for Event instructions?

Resolution
Templates are created in QFM Desktop under each Work Type in the messages section of the Work Type screen.

1) First login to QFM Desktop, with a Helpdesk user.
2) Navigate to the ‘Events’ tab.
3) Navigate to ‘Work Type’, which is found with within the ‘Setup’.

Q1IMAGE1

4) Select the Work type you wish to access the template for.
5) Click the ‘Update’ button in the bottom right.

Click the ‘Mes’ button shown below.

Q17IMAGE1

Now you can enter in a template for the instructions which will be used as a default when events are logged against this Work Type. Click the ‘Save’ button when you are finished.

Q17IMAGE2

Link to this FAQ

PPP Penalty Payment Calculation – The penalty deduction report does not appear to include the holiday dates when calculating deduction days. The dates in the QFM calendar are correct, so why does the report show the wrong data?

Problem
PPP Penalty Payment Calculation – The penalty deduction report does not appear to include the holiday dates when calculating deduction days. The dates in the QFM calendar are correct, so why does the report show the wrong data?

Explanation
One reason for this is when core periods are defined so that some areas of a building (school for example) are set up to be used during periods of holiday; the holiday being defined in the QFM calendar. This is controlled by a combination of Geography Usage and Day Type in the calendar.

In the example of a school, this issue can be caused when the Day Type in the calendar is set to ‘Holiday Weekday (Whole School)’ and not as ‘Holiday Weekday (Community)’.

Link to this FAQ

I am unable to run existing reports held on the User Reports screen, as the execute (E) button is not enabled.

Problem
I am unable to run existing reports held on the User Reports screen, as the execute (E) button is not enabled.

Explanation
Although you can add new reports and maintain existing reports across all user classes, you can only generate reports that have been added to your user class. The ‘E’ button used to generate reports, situated at the end of the report row will only be enabled for the User Class associated with your user login.

Link to this FAQ

I am unable to create a new report in the QFM User Reports screen, as the ‘Add’ button is disabled.

Problem
I want to create a new report in the QFM User Reports screen, but am unable to do this as the ‘Add’ button is disabled.

Cause
There is QFM system parameter which switches on/off the ability to add new reports. If this parameter is set to ‘Off’ then the ‘Add’ button will be disabled.

Resolution
To enable the ‘Add’ button in the User Reports screen follow the steps below:

Note; this procedure must be undertaken by a user with QFM administrator rights.

  1. Log in to QFM as an Administrator.
  2. Navigate to Applications > Admin > Maintain Classes.
  3. In the Permissions section, select System then the blue box next to User Reports. This opens the QFM Parameters section on the right-hand side of the screen.
  4. In the QFM Parameters section navigate to the sections named Allow Add/Update. Ensure the setting for Allow is Yes.

Link to this FAQ

Unwanted duplicate events are automatically created, each with a different Work Type.

Problem
Unwanted duplicate events are automatically created after you enter a Work Type, whilst logging a legitimate event. Each duplicate event has a different Work Type.

Cause
This is most likely to occur after a QFM upgrade to a version that includes the new ‘Project Group’ field on the Service Work Type screen. Upgrade scripts are intended to make the upgrade transition seamless, however after the upgrade an issue has been identified whereby the character ‘0’ is included spuriously in the ‘Work Type Order’ field on the Service Work Type screen. This causes event grouping for projects functionality to be used, regardless of whether this was in use prior to the upgrade, which then generates unwanted duplicate events.

Resolution
A script to remove the spurious ‘0’ entries in the ‘Work Type Order’ field on the Service Work Type screen, is included below. This should be run in SQL against your database to resolve this issue.

update serviceworktype set Worktypeorder = null where Worktypeorder = 0

Link to this FAQ

Error Message “Overflow Error 6” when adding data in the Event screen.

Problem
When adding data to an event you, may receive an error message that is similar to the following:

“Overflow Error 6”

Cause
This is likely to be caused by your computer running low on memory.

Resolution
A short term solution is to run fewer applications on your computer. A longer term solution is to have the memory on your computer increased.

Please refer to System Requirements QFM (Client).

Link to this FAQ

Error Message in Crystal Reports “Failed to open the connection. Details: ADO Error Code: 0x80004005. Source: Microsoft OLE DB Provider for SQL Server. Description: [DBNETLIB][ConnectionOpen

Problem
When attempting to connect Crystal Reports to your QFM database, you may receive an error message that is similar to the following:

“Failed to open the connection. Details: ADO Error Code: 0x80004005. Source: Microsoft OLE DB Provider for SQL Server. Description: [DBNETLIB][ConnectionOpen (Connect()).]SQL Server does not exist or access denied. SQL State: 08001. Native Error: 17 [Database Vendor Code: 17]”.

Resolution
Install Crystal Reports version 9 or later.

Link to this FAQ

Error Message “QFM Error 94 – Invalid use of Null” when in the Event screen.

Problem
When in the Event screen, you may receive an error message that is similar to the following:

“QFM Error 94 – Invalid use of Null”

Cause
This issue is usually caused by having one or more events on your database with a blank Event Type. (This can sometimes occur when duplicating events and leaving the Event Type blank).

Resolution
Check your database to ensure there are no event records with a blank Event Type. If you find any such records, enter an appropriate Event Type value.

Link to this FAQ

When I try to assign an operative to an event I receive the QFM message “No Operative records available”, despite having successfully assigned operatives from this contractor in the past.

Problem
When I try to assign an operative to an event (in the Event screen Contractor tab) I receive the QFM message “No Operative records available”, despite having successfully assigned operatives from this contractor in the past.

Cause
This message usually appears when:

  • No operative records have been created under the contractor assigned to the event.
  • The operative record(s) created under the contractor assigned to the event hold an end-date which is in the past and therefore the operative(s) is suppressed. If all operatives entered against a contractor have been end-dated then this message will appear.

If operatives have been successfully assigned from this contractor in the past then the most likely reason will be ‘2)’.

Resolution
Check the status of the operative records which belong to the contractor you are using on the event to see if they have been end-dated. If they have an end-date which is in the past, you may update this date with a new future date, if the operative are still valid.

Link to this FAQ

I tried to login to QFM and it gave the message “Wrong password entered.”

Problem
tried to log into QFM and it gave the message “Wrong password entered.”

Resolution
If your Username and Password were set up for you by your system administrator then they will be able to retrieve the password for you or re-set it to a new password to enable you to log in.

If your Username and Password created automatically via the QFM Web Login screen then you can use the “Forgotten Password?” link to request your current password via email, or use the “Need More Help?” link to send an email to the administrator of your system.

Link to this FAQ

Is QFM compatible with SQL Server 2005?

Question
My organisation is planning to migrate our SQL 2000 databases to SQL 2005. Is QFM compatible with SQL Server 2005?

Answer
Yes, QFM is compatible with SQL Server 2005, however the database should run in 2000 compatibility mode.

Please refer to System Requirements QFM (Client).

Link to this FAQ

When running QFM graphical reports, the output screen displays but the entire graph area is blank.

Problem
When running QFM graphical reports, the output screen displays but the entire graph area is blank. This affects both event and booking graphical reports.

Cause
This issue relates to Crystal runtime installed on certain PCs.

Resolution
On the affected PC, locate the file named “SSCDK80.dll” in “C:\Program Files\Common Files\Crystal Decisions\2.0\bin

Copy the “SSCDK80.dll” file to the following location: C:\Windows\System32

Link to this FAQ

How can I change/update the text of the automated email notifications for events?

Problem
I would like to change/update the text of the automated email notifications produced for events. How can I do this?

Resolution
The Configure Text screen (Applications > Admin > Configure Text) allows administrators to add and maintain text for the configurable elements of email notifications. These include header/footer, subject, body text, etc.

Parameters which control the usage of email notifications are available on the Maintain Classes screen (Applications > Admin > Maintain Classes). Email Confirmation parameters are located in the FM\FM Event\Event section.

Link to this FAQ

Error Message “QFM error 429 – ActiveX component can’t create object” when you attempt to print event related documents or run Start of Day.

Problem
When you attempt to print event related documents or run Start of Day, you may receive an error message that is similar to the following:

“QFM error 429 – ActiveX component can’t create object”

The QFM system may also fail at this point.

Cause
This issue occurs because you do not have the Crystal application installed on your computer.

Resolution
Install either the “Crystal Runtime” or “Patch 145” application.

Link to this FAQ

Error Message “Specific machine not found” when attempting to login.

Problem
When attempting to login to QFM, you are unable to do so and receive an error message that is similar to the following:

“Specific machine not found.”

Cause
It is likely that your QFM licence has expired.

Resolution
Contact your IT department and request that your QFM license is renewed, if it has expired.

Link to this FAQ

Error Message “Run-time error ‘429’: ActiveX component can’t create object.” when using Resource Scheduler.

Problem
When using QFM Resource Scheduler, you may receive an error message that is similar to the following:

“Run-time error ‘429’: ActiveX component can’t create object.”

Cause
This issue is due to a defect which has subsequently been fixed and is available in desktop QFM release 162.35.

Resolution
Please contact your SWG account manager to request a QFM upgrade to version 162.35 or later.

Link to this FAQ

Error Message “QFM Error – 2147217904. Procedure ‘qfm_RptLinkedAssets’ expects parameter ‘@EventID’, which was not supplied.” when attempting to print an event worksheet.

Problem
When attempting to print an event worksheet, you may receive an error message that is similar to the following:

“QFM Error – 2147217904. Procedure ‘qfm_RptLinkedAssets’ expects parameter ‘@EventID’, which was not supplied.”

Cause
This issue is due to a defect which has subsequently been fixed and is available in desktop QFM release 162.33.00.05.

Resolution
Please contact your SWG account manager to request a QFM upgrade to version 162.33.00.05 or later.

Link to this FAQ

Whenever I update an event with job progress, an automatic notification is sent to the Reported By/Requested By/Assigned To personnel. How can I stop these automatic notifications?

Problem
Whenever I make an update to an event regarding job progress, an automatic notification is sent to the Reported By/Requested By/Assigned To personnel. How can I stop these automatic notifications?

Cause
QFM configuration settings are switched on so that these personnel receive automatic notifications when events are updated.

Resolution
This procedure must be undertaken by a user with QFM administrator rights.

To disable the notifications when an event is updated:

  1. Log in to QFM as an Administrator.
  2. Navigate to Applications > Admin > Maintain Classes, then use the navigation arrows at top left to locate the Global User Class.
  3. In the Permissions section, select FM > FM Event then the blue box next to Event. This opens the QFM Parameters section on the right-hand side of the screen.
  4. In the QFM Parameters section navigate to the sections named Email Confirmation to Assigned To, Email Confirmation to Reported By and Email Confirmation to Requested By. Here you have the options to control when email notifications are sent/not sent, at different stages of the event cycle.

Link to this FAQ

The Geography Search screen appears different to the usual format. How/why has this changed?

Problem
The Geography Search screen appears different to the usual format. How/why has this changed and can it be changed back to its previous format?

Cause
There are two available styles of Geography Search screen. The traditional default screen and a tree-view style alternative. The configuration for your User Class may have changed.

Resolution
To change the configuration setting for the Geography Search screen, follow the steps below. Note; this procedure must be undertaken by a user with QFM administrator rights.

  1. Log in to QFM as an Administrator.
  2. Navigate to Applications > Admin > Maintain Classes, then use the navigation arrows at top left to locate the User Class you wish to change.
  3. In the Permissions section, select QFM > Environment then the blue box next to Custom. This opens the QFM Parameters section on the right-hand side of the screen.
  4. In the QFM Parameters section navigate to the section named Geography. Here, the Use TreeView Search parameter allows you to choose which style of Geography Search screen is used.

Link to this FAQ

Exporting QFM records.

Information
QFM provides the tools for you to produce output from records in many areas of the application. The output options are usually Export, Printer and Window.

Export functionality is provided by the standard Crystal export interface which offers a wide range of output options and formats. Being able to take advantage of these options depends on whether you are running the appropriate supporting software application. These are selectable from the Format drop down list.

The Destination selectable list provides the following options:

  • Application – Export to the application selected in the Format field.
  • Disk file – Export to a location of your choice
  • Exchange Folder – Attempts to connect to an exchange server, (which may not be applicable to you).
  • MAPI (Messaging Application Programming Interface) – Attempts to use a compatible email interface.

Link to this FAQ

Error Message “QFM Error -2147221231 System Error &H80040111 (-2147221231)” when you attempt to print documents.

Problem
When you attempt to print documents, you may receive an error message that is similar to the following:

“QFM Error -2147221231 System Error &H80040111 (-2147221231)”

The QFM system may also fail at this point.

Cause
This issue occurs because you do not have the Crystal application installed/installed correctly, on your computer.

Resolution
Install/re-install either the “Crystal Runtime” or “Patch 145” application.

Link to this FAQ

Error Message “Encryption key is incorrect. Please re-license database.” when attempting to login.

Problem
When attempting to login to QFM, you are unable to do so and receive an error message that is similar to the following:

“Encryption key is incorrect. Please re-license database.”

Cause
Your QFM licence has expired.

Resolution
Contact your IT department and request that your QFM license is renewed.

Link to this FAQ

The time displayed in QFM is not accurate. How can I change it?

Problem
The time displayed in QFM is not accurate. How can I change it?

Cause
QFM uses both the time taken from the server and the time from your PC operating system.

Resolution
To be sure that all times displayed in, and used by, QFM are accurate you should ensure that the server time and your PC operating system time are accurate and synchronised.

Link to this FAQ

How can I change/update the text of the automated email notifications for events?

Problem
I would like to change/update the text of the automated email notifications produced for events. How can I do this?

Resolution
Parameters which control the usage of email notifications are available on the Maintain Classes screen (Applications > Admin > Maintain Classes) as follows:

  1. Log in to QFM as an Administrator.
  2. Navigate to Applications > Admin > Maintain Classes, then use the navigation arrows at top left to locate the Global User Class.
  3. In the Permissions section, select FM > FM Event then the blue box next to Event. This opens the QFM Parameters section on the right-hand side of the screen.
  4. In the QFM Parameters section there are two main groups of notifications parameters; Standard parameters which control the sending of an event worksheet with a blank email, and Advanced parameters which allow you to set email confirmations to be sent to various recipients at different stages in the event process.
    Navigate to parameters beginning Notification To for Standard parameters, and to parameters beginning Email Confirmation for Advanced parameters.

Link to this FAQ

When I run an Event History Report, events are reported outside of the date range specified.

Problem
When I run an Event History Report, events are reported outside of the date range specified.

Cause
This is due to a defect which has been subsequently fixed.

Resolution
To obtain the fix for this issue, upgrade to desktop QFM version 162.35.01.01 or later.

Link to this FAQ

I would like QFM Web configured so that contractors can view and maintain only the events assigned to them.

Issue
I would like QFM Web configured so that contractors can view and maintain only the events assigned to them.

Resolution
The process for this undertaken in desktop QFM and must be carried out by a user with administrative rights.

  1. Make sure the contractor has a record set up in the Contractor screen.
  2. In the Maintain Users screen, create a QFM Username and Password for the user (belonging to the contractor) who requires access.
  3. In the Maintain Classes screen, create a specific User Class for the contractor.
  4. In the User Class Filter screen, select the User Class. Select Contractor as the Filter Criteria then assign the contractor in the Assigned Filters

Link to this FAQ

If I change a QFM record name, e.g. Contractor, Personnel, Department etc. what effect will this have on historical reporting?

Question
If I change a QFM record name, e.g. Contractor, Personnel, Department etc. what effect will this have on historical reporting?

Information
When a record name is changed in the QFM database, the change is immediately effective retrospectively as well as post name change. There are no historical records are kept in the ‘old’ name and so every trace of the ‘old’ name is replaced with the ‘new’ name.

For example, if a personnel name is changed from Sarah Smith to Sarah Green then every existing historical record of Sarah Smith held in the system (e.g. included on event records) will now become Sarah Green.

In summary, QFM regards the record as staying the same but recognises that just the name ‘label’ has changed.

Link to this FAQ

When I make a long term Accommodation Booking, the Planner applies random gaps in the booking.

Problem
When I make a long term Accommodation Booking, the Planner applies random gaps in the booking.

Cause
This issue is due to a defect which is now subsequently fixed.

Resolution
To obtain the fix for this issue, upgrade to desktop QFM version 164.00.00.05.

Link to this FAQ

Event worksheets are not being sent with notification emails.

Problem
Event worksheets are not being sent with notification emails.

Cause
This could be caused by one of several reasons, relating to system parameters or user permissions.

Resolution
Follow the steps below to resolve the problem:

Check System Parameters:

  1. Log in to QFM as an Administrator.
  2. Navigate to Applications > Admin > Maintain Classes, then use the navigation arrows at top left to locate the User Class you wish to change.
  3. In the Permissions section, select FM > FM Event then the blue box next to Event. This opens the QFM Parameters section on the right-hand side of the screen.
  4. In the QFM Parameters section navigate to the parameters beginning Email Confirmation. Here, check that Include Worksheet is set to Yes, for either/all of the Email Confirmation to Assigned To, Email Confirmation to Reported By and Email Confirmation to Requested By parameters, as appropriate.

If this does not resolve the problem then attempt to manually create the worksheet by clicking the Generate Report icon on the Event screen.

If you can create the worksheet manually, then the reason for the problem is that you do not have the correct system permissions. Contact your IT department to ensure you have ‘Modify’ rights to the following folder: “C:\Program Files\QFM40\System32\Reports\WorkSheets”.

If you cannot create the worksheet manually, then contact the SWG Support Centre with a full description of the problem and the steps you have taken.

Link to this FAQ

Why does a particular event not appear in Event Director?

Problem
A particular event record does not appear in Event Director.

Cause
There are several possible causes:

  1. No Priority is assigned to the event.
  2. The event has a Priority assigned, but the Priority has no calculation period and escalations set up.
  3. The event has a Priority assigned, but it is not currently in the active escalation range of the Priority.
  4. The event is a Scheduled Event with a Reported date set in the future, (i.e. the event has been generated by Start of Day to begin on a future date).

Resolution

  1. You may assign a Priority to the event retrospectively, so as to allow the event to move through the event cycle.
  2. You may change the Priority assigned to the event, or add a calculation period and escalations to the existing Priority (Applications > FM > FM Event > Priority > Priority Details).
  3. N/A
  4. N/A

Link to this FAQ

Can I run QFM on two separate screens?

Question
Can I run QFM on two separate screens from the same PC?

Answer
There are two potential solutions:

  • Open QFM and enlarge the window to fit over both screens, by manually dragging the window border with the mouse in ‘arrow’ mode.
    Note:    This may not be the most practical way to use QFM and may give unpredictable results.
  • Open QFM, then open another QFM window (use Window > New Window), so that you are displaying a separate QFM window on each screen.
    Note:    This does not affect the number of licenses used, as licenses are counted by unique machine name.

Link to this FAQ

How can I produce a report detailing forthcoming planned maintenance events?

Answer
Reports for all scheduled activities can be generated from both the QFM System Diary and Year Planner. These tools provide numerous filter options so you can specify the selection criteria of your choice. A specific Reports option enables you to specify a date range and select output options.

(Applications > System > System Diary/Year Planner)

Link to this FAQ

How do I add QFM server and database details to the QFM Login lists?

Question
How do I add QFM server and database details to the QFM Login lists?

Answer
There are four potential methods of adding server and database details to the QFM Login selection lists. There is one method for QFM desktop versions up to and including 162.32, whilst the other methods are for QFM desktop versions including 162.33 and onwards.

Service Works Global recommends these procedures are carried out by, or under the supervision of, your IT department.

  • Method 1 – QFM desktop up to and inc. v 162.32
    This is applied to a single client PC running QFM.

    • From the Windows Start menu select Run. In the Open: field type regedit then click OK. The Registry Editor window opens.
    • Navigate to the following folder:
      My Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Service Works\Servers
    • In the Servers folder, create a new string (or rename an existing string, as appropriate). Name the string as follows:
      <server name>.<database name>
      e.g. “SW-TEST-IBM.QFM107”
      Note:  A data value of 1 makes the string the default value at QFM Login.
  • Method 2 – QFM desktop post v 162.32
    This is applied to a single QFM user.

    • Logon to QFM as an administrator.
    • Navigate to the Manage Database Connection screen (Applications>Admin>Manage Database Connection). Here, you can add server and database details and specify a default.
  • Method 3 – QFM desktop post v 162.32
    This is applied to a single QFM user.

    • Each QFM user is assigned their own QFM data source file when the application is installed. This is held at:
      C:\Documents and Settings\<windows username>\Application Data\ServiceWorks\QFMDataSources.xml
      This is a text file that can be amended manually.
    • Add a new entry to create a corresponding option at QFM Login. The information required is Server Name, Database Name and Default Number.
  • Method 4 – QFM desktop post v 162.32
    This is applied to a single QFM user.

    • At the QFM Login screen, click the Advanced button.
    • Manually type the server and database names in the appropriate fields. Following a successful connection these details will be added to the drop down lists for future selection.

Link to this FAQ

How do I apply a new QFM license?

Question
How do I apply a new license to my QFM application?

Answer
Service Works Global recommends this procedure is undertaken by an experienced IT user.

You will have received an SQL license file from Service Works Global. The license file takes the following format:

<SQL server name>-<6 digit number>-<EncryptionsScript.sql>

It is normally appropriate to pass this file to your IT department, who will run this script on your QFM database within SQL Server. This can be done using the following applications:

  • MS SQL Server 2005 Management Studio
  • MS SQL Server 2000 Query Analyser
  • DbaManager

Link to this FAQ

General errors/problems with QFM Web.

Problem
General errors/problems with QFM Web, experienced in version 1.12.00.10 and earlier.

Cause
QFM Web does not support Microsoft .Net 3.5 SP1. A number of issues have been identified with Service Pack 1 that appear to cause some isolated problems with QFM Web.

Resolution
SWG recommends that you uninstall .Net 3.5 SP1 and re-install .Net 3.5 without Service Pack 1.

Link to this FAQ

Where are the emails generated by QFM stored?

Answer
If your organisation sends the emails that are generated from QFM via an email client, e.g. MS Outlook, Lotus Notes etc. then they will be stored locally on the user’s PC.

If your organisation sends the emails that are generated from QFM via Simple Mail Transfer Protocol (SMTP) direct from the exchange email server, then copies will be stored on the server itself.
You should contact your IT department for storage information and details regarding specific records.

Link to this FAQ

Error Message “Error 7. Out of memory” when adding data in the Event screen.

Problem
When adding data to an event you, may receive an error message that is similar to the following:

“Error 7. Out of memory.”

Cause
This is likely to be caused by your computer running low on memory.

Resolution
A short term solution is to run fewer applications on your computer. A longer term solution is to have the memory on your computer increased.

Please refer to System Requirements QFM (Client).

Link to this FAQ

How do I add customised logos to QFM reports and worksheets?

Question
How do I add customised logos to QFM reports and worksheets?

Answer
Reports and worksheets in QFM carry ‘QFM’ and ‘Service Works Global’ logos in the header, as the default. These logos can be removed or replaced with other logs of your choice. To change the default images you need to store the new logos in the following location:

C:\Program Files\QFM40\System32\Reports\Logos

You can place up to two files in this folder; one each for the logos on the right and left sides of the header.

  • Two files in this folder will replace the default logos used
  • One file in this folder will replace one side but the other side will remain as the default logo
  • No files in this folder will result in both default logos being used

One file should be named ‘LHSLogoHDR.jpg’ (for the left-hand-side) and the other named ‘RHSLogoHDR.jpg’ (for the right-hand-side). The existence of these files will automatically result in them being used to replace the default files.

If you wish to have only one or no logos displayed then you must include a file/s that is blank, where you wish to have no image.

It is important to note that the ‘LHSLogoHDR.jpg’ file is the image you wish to see on the right-hand-side of the document and the ‘RHSLogoHDR.jpg’ file is for the left-hand-side. However, Service Works Global has rectified this anomaly for some documents. In view of this, we strongly recommend that you test this process to ensure the logos appear as intended.

Customised logos must be a maximum of 2cm high and 4.28cm wide or 124 pixels high and 241 pixels wide.

Link to this FAQ

Error Message: “Error Login Respond 1” when attempting to login to QFM Web.

Problem
When attempting to login to QFM Web, you may receive an error message that is similar to the following:

“Error Login Respond 1.”

Cause
This can be caused by the database language not being set to “English”.

Resolution
Using SQL Server for the database in question, ensure the Login Properties for QFM Application User have a default language set to English (not British English).

Link to this FAQ

Error Message “Error 6 Overflow” when adding a contractor to an event.

Problem
When attempting to add a contractor to an event, you may receive an error message that is similar to the following:

“Error 6 Overflow.”

Cause
This is usually due to the contractor name exceeding the character limit for the QFM field (Event screen), when the contractor details have been imported.

Resolution
In the Contractor screen, amend the contractor name so that the number of characters is reduced sufficiently, so as to allow it to be assigned to the event.

Link to this FAQ

When creating an event, the Priority I select does not generate an event Due date and time. Why not?

Problem
When I create an event there is no Due date and time populated, despite a Priority being entered. Why?

Cause
This may be due to the Priority in question not having a calculation period set up. It could also happen if the event is at Reported stage (i.e. a contractor has not been notified) but the Priority applied to the event starts its Due period from Notified stage.

Resolution
You can establish the reason for this issue by viewing the Priority in question, in the Priority Details screen. In the Due Time section you can see whether the Priority calculates its Due period from Reported or Notified stage. You can also see whether a Calculation Period and Cover code are applied. A Calculation Period and Cover code must be applied in order for the Priority to function correctly.

Link to this FAQ

P3rform PPP Licensing Options.

Information
The following information should be used to ensure that PFI licenses include the correct options:

FM Contract -> PFI -> PFI Params – this contains all the parameter lookup tables required for the paymech calcs. The tables displayed within this may vary from contract to contract but the control is always required. Used by all paymech contracts.

FM Contract -> PFI -> School Calendar – this is used to record the different core/cover hours applicable on relevant days across the school year. Only required for School PayMechs.

FM Contract -> Contractor -> KPI Parameters – this is used to setup the templates utilised by the KPI Results control. Typically this is only applicable to those contracts that incorporate Volume Adjustments as part of the payment schedule.

FM Event -> Event -> Event PFI – used to record details of multiple affected Geography areas against a single event. Used by all paymech contracts.

FM Event -> Event -> KPI Results – as for KPI Parameters this is not used for all paymechs. Typically this is only applicable to those contracts that incorporate Volume Adjustments as part of the payment schedule.

FM Event -> Event -> Penalty Payments – this is the main Paymech reporting control. Used by all paymech contracts.

Link to this FAQ

Error Message “Event ID 5, Unable to Update Event” when attempting to update an event in QFM Web.

Problem
When you attempt to update an event in QFM Web whether as a standard user or as a self service user, you may receive an error message that is similar to the following:

“Event ID 5, Unable to Update Event”

Cause
The Microsoft .Net Framework 3.5 SP1 has been identified as the cause of this issue. This has been logged as a problem with .Net via Microsoft. Please await update on defect number.

Resolution
Uninstall .Net Framework 3.5 SP1 and re-install framework 3.5 minus the service pack. This is available from SWG if you are unable to locate this software.

Link to this FAQ

Unable to add catering to a room booking.

Problem
You are unable to catering to a booking, via the Catering tab of the Room Booking screen. When selecting an item of catering from the drop-down list, the field does not populate.

Cause
Unknown.

Resolution
Contact the SWG Support Centre, as the following script will need to be run against your database.

 

ALTER PROCEDURE dbo.qfm_RoomCatering

@GeographyID  int,
@Date     DateTime = Null
AS

Declare @Catering Table(CateringID integer)

SET NOCOUNT ON

If @Date is Null
Begin
Insert @Catering
Select Distinct(a.CateringUseID)
From CateringUse a join CateringScope b
on a.CateringUseID = b.CateringUseID
Where (b.GeographyID in (Select GeographyID from dbo.GeogFamilyID(@GeographyID))
Or b.RegionID in (Select RegionID from dbo.RegionFamilyID(@GeographyID)))

Insert @Catering
Select Distinct(a.CateringUseID)
From CateringUse a
where a.CateringUseID not in
(Select Distinct CateringUseID from CateringScope)

Select CateringUseId, Code,

Description,Cost,Messages,CateringTypeID,
StartDate,EndDate,ExcludeFromDate,ExcludeToDate,

dbo.CateringRestrictionString(@GeographyID,CateringTypeID) as CatString,
vatid as initialvatcode –GJA
From CateringUse
— MBH 2003 To ensure that all services are shown even
— if the scope changes
— Where CateringUseID in (Select CateringID from @Catering)

End
Else
Begin
Insert @Catering
Select Distinct(a.CateringUseID)
From CateringUse a join CateringScope b
on a.CateringUseID = b.CateringUseID
Where (b.GeographyID in (Select GeographyID from dbo.GeogFamilyID(@GeographyID))
Or b.RegionID in (Select RegionID from dbo.RegionFamilyID(@GeographyID)))
And (@Date >= a.StartDate Or a.StartDate is Null)
And (@Date <= a.EndDate Or a.EndDate is Null)
And ((a.ExcludeFromDate is Null And a.ExcludeToDate is Null)
Or @Date Not between a.ExcludeFromDate And a.ExcludeToDate )

— This second part of the insert gets all of those Caterings
— that are available in all geographic locations excluded only
— by Include and Exclude Dates

Insert @Catering
Select Distinct(a.CateringUseID)
From CateringUse a
where (@Date >= a.StartDate Or a.StartDate is Null)
And (@Date <= a.EndDate Or a.EndDate is Null)
And ((a.ExcludeFromDate is Null And a.ExcludeToDate is Null)
Or @Date Not between a.ExcludeFromDate And a.ExcludeToDate )
And a.CateringUseID not in
(Select Distinct CateringUseID from CateringScope)

Select CateringUseId, Code,Description,Cost ,Messages, isnull(ShowMessages,0) as ShowMessages,
vatid as initialvatcode –GJA
From CateringUse
Where CateringUseID in (Select CateringID from @Catering)

End

SET NOCOUNT OFF

Link to this FAQ

Error Message “Error – Validation of ViewState MAC Failed” when you click a postbacking control/link and the page hasn’t loaded completely in your web browser.

Problem
This error can occur when:

  1. You are not using a web farm
  2. You are using built-in databound controls such as GridView, DetailsView or FormView which utilise “DataKeyNames”.
  3. You have a large page which loads slowly for any reason

If one or more of the above conditions are met and you click a postbacking control/link and the page hasn’t loaded completely in your web browser, you may receive an error message that is similar to the following:

“Error – Validation of ViewState MAC Failed”

Cause
This is due to an issue with your server.

Resolution
Please review the following article:
http://blogs.msdn.com/tom/archive/2008/03/14/validation-of-viewstate-mac-failed-error.aspx

Link to this FAQ

Event – QFM takes up large amounts of RAM when creating a worksheet.

Problem
When you create an event worksheet, QFM takes up a large amount of RAM on your computer. If you are creating many worksheets the application will eventually fail.

Cause
This is caused by QFM picking up customised worksheet logos from “c:\program files\QFM40\system32\reports\logos\”.

If customised logos are in use on your worksheets, QFM recreates the worksheet each time it needs to be run.

If default logos are in use, these are generated from inside the worksheet itself and so QFM caches the worksheet, subsequently not requiring it to be recreated each time.

Resolution

  1. Rename the files located in “c:\program files\QFM40\system32\reports\logos\”
    so that QFM does not pick them up.
  2. Place the customised logos into the worksheet itself (the worksheet will then need to be redistributed to all computers with a QFM installation).

Note that on each QFM upgrade the logos will need to be re-added to the worksheet.

Link to this FAQ

Warning Message “Connection could not be established with the email server” when attempting to log an event that has email notifications.

Problem
When attempting to log an event that has email notifications, you receive a warning message that is similar to the following:

“Connection could not be established with the email server”.

Cause
This occurs when Lotus Notes is the email method. Confirmations are generated in HTML format which is not supported by Lotus Notes.

Resolution
In Lotus Notes you can set the format in which internet mail is sent, by navigating to “File > Preferences > User Preferences” then setting internet mail to Plain Text Only.

or

Remove any configured text relating to the confirmation so that it is not generated.

Link to this FAQ

Error Message “Error 429 – You do not have an appropriate license to use this functionality” when attempting to navigate to a particular screen.

Problem
When attempting to navigate to a particular screen you receive an error message that is similar to the following:

“Error 429 – You do not have an appropriate license to use this functionality”.

Cause
Normally encountered when a new piece of functionality is added to your database via custom scripts. It can also be caused when your database is upgraded and licensing tables are changed.

Resolution
Request that the SWG Support Centre attempt to re-license your database correctly.

If the issue is not resolved, the SWG support Centre will need to take a backup copy of your database and test compare against an available database of the same version. It is possible that a code script may need to be created to resolve the issue.

Link to this FAQ

No access to event records, when you are restricted to a specific contractor or site.

Problem
When you are restricted by a specific contractor or site, you find that you are able to search for events but are not able to access a specific event record, even if the correct contractor/site is assigned to the event.

Cause
This can occur when data is imported from QFM3.

Resolution
Check the data for spurious spaces after the Name or Description; delete if found.

Link to this FAQ

Event worksheet not being attached to notification emails – hosted server

Problem
QFM does not attach worksheets to notification emails.

Cause
When Crystal Reports fails during an event (when QFM is running on a hosted server) it will continue to fail or not be available on subsequent events. The symptoms of this can be worksheets of file size 0kb found in the folder c:\program files\qfm40\system 32\reports\worksheet. Note, however, that this symptom won’t necessarily appear each time.

Resolution

  1. Log out of QFM using File > Exit.
  2. Delete any 0kb worksheet files.
  3. Log back into QFM.

Link to this FAQ

Error Message “Database Connection has been lost, please close and restart QFM” when attempting to run Start Of Day.

Problem
When you attempt to run Start Of Day, you may receive an error message that is similar to the following:

“Database Connection has been lost, please close and restart QFM.”

Cause
This could be caused by one of the following reasons:

  1. The server has insufficient memory
  2. Data has been lost on the network

Resolution

  1. Add more memory to the server
  2. Streamline the network

Link to this FAQ

Event Screen – Priority field not being populated.

Problem
When you log an event, the Priority field is not being populated.

Cause
It is likely that you are using the unrestricted ellipsis button, as shown below elipsis to make selections for both the Service and Work Type. The Priority will not automatically populate as an unrestricted selection allows you to add a Priority of your choice.

Resolution
Use the restricted buttons, as shown below restricted only to select the Service and Work Type.

To activate restricted selections follow the steps below:

  1. Log on to QFM as an Admin user.
  2. Go to Applications > Admin > Maintain Classes.
  3. Navigate to the Standard user class.
  4. In the Permissions section (left side) navigate to FM > FM Event then click the blue square next to Event.
  5. In the QFM Parameters section (right side) scroll down until you find the Restricted Service / Service Groups parameter.
  6. In Update mode change the Active setting to On.

Link to this FAQ

Error Message “The Visual Basic UFL that implements this function is missing (or u2lcom.dll is missing)” when you attempt to run a report.

Problem
When you attempt to run a report, you may receive an error message that is similar to the following:

“The Visual Basic UFL that implements this function is missing (or u2lcom.dll is missing)”

Cause
This is caused by a misplaced dll file within the operating system folder structure, specifically for the Crystal Reports installation.

Resolution
Add the file u2lcom.dll to the c:\program files\common files\crystal decisions\2.0\bin folder on the affected computer. This file does not require registration.

Refer to your IT department or the SWG Support Centre to receive this file.

More Information

You may also find the following two files in similar conditions:

  • u2lstrng.dll (This file does not require registration)
  • cryflccy.dll (This file requires registration)

Link to this FAQ

Error Message “Error 713 – MSSTDFMT.DLL” when logging on or navigating to the Event screen.

Problem
When logging on to QFM or navigating to the Event screen, you may receive an error message that is similar to the following:

“Error 713 – MSSTDFMT.DLL”

Cause
This is caused by not having the file MSSTDFMT.DLL registered on your computer. This file belongs to the Crystal Reports Patch 145 that also needs to be installed alongside any QFM desktop installation. The most likely cause that this file is missing is that Patch 145 is not installed on your computer.

Resolution
Install or re-install Patch 145 on your computer.
Contact your IT department of the SWG Support Centre for the installation files.

Link to this FAQ

Error Message “Error 91 – Invalid TLV Record” when attempting to print a worksheet from the Event screen.

Problem
When attempting to print a worksheet from the Event screen, you may receive an error message that is similar to the following:

“Error 91 – Invalid TLV Record”

Cause
Patch 145 (also known as Crystal Installation) has not been installed.

Resolution
Install Patch 145 on your computer.
Contact your IT department or the SWG Support Centre for the installation files.

Link to this FAQ

Error Message “Error 13 Type Mismatch” when logging on or navigating to a screen.

Problem
When logging on to QFM or navigating to a particular screen, you may receive an error message that is similar to the following:

“Error 13 Type Mismatch”.

Cause
This is caused by the expected column types (on the client machine installation) and the actual column types (on the database) being different. The screen being loaded issues the error, rather than an actual comparison between the client and database versions.

For this reason the error is sometimes caused when attempting to use a client and database whose versions don’t match.

Resolution
Check that the version of QFM installed on the client machine and the database version are the same.

Link to this FAQ

Error Message “Error 6 Overflow” when opening the Asset screen.

Problem
When attempting to open the Asset screen, you may receive an error message that is similar to the following:

“Error 6 Overflow.”

Cause
The InventoryID column on the database needs to be changed to accept larger numbers. This column has a default limit of 4 integer characters. As a result, if a database has more than 9999 assets then the 10000th asset will produce this error.

Resolution
It is recommended that Service Works Global personnel carry out the following procedure:

  1. Create a script that changes the InventoryID column within the database, so that it accepts more than 4 integer characters.
  2. Run the script against the database affected.

Link to this FAQ

Error Message “Error 747 – Design Time License” when logging on to QFM or navigating to a particular screen.

Problem
When logging on to QFM or navigating to a particular screen, you may receive an error message that is similar to the following:

“Error 747 – Design Time License.”

Resolution
It is recommended that SWG personnel examine the following resolution options:

  1. Make sure the database and client versions match.
  2. Make sure the screen in question is correctly licensed.or
  3. Change the default QFM Startup screen to a screen that is correctly licensed.

More Information

This error can occur when the QFM Startup screen is set to a screen that is not licensed.

Link to this FAQ

Error Message “Error 94 Invalid Use of Null” when navigation to an event or opening the Event screen.

Problem
When you try to open the Event screen or try to navigate to a particular event record, you may receive an error message that is similar to the following:

“Error 94 Invalid Use of Null”.

Resolution
It is recommended that SWG personnel carry out the following procedure:

  1. Use SQL Manager to run the following query on a copy of the affected database:
    select * from event where eventide is null 
  2. Ensure there are no null values in any required columns (not just eventid as above).
    These are generally:
    AgentID
    •  EventID
    •  EntryDate
    •  EntryTime
    •  EventStatusNo
  3. Create and run a script that changes the null value to the required value.

More Information
This error is most likely to occur after Start Of Day has been run and the relevant event created without a required column entry on the record. However, it has also occurred on standard reactive events.

Link to this FAQ

Error Message “VEM Setting not Formatted Correctly” when you open the Event Director screen or attempt to select a view within Event Director.

Problem
When you try to open the Event Director screen, or attempt to select a view from the dropdown list, you may receive an error message that is similar to the following:

“VEM Setting not Formatted Correctly.”

Cause
This error only occurs on PCs which do not have MSXML 4.0 installed.

Resolution
MSXML 4.0 can be downloaded from the Microsoft website.

http://www.microsoft.com/downloads/en/resultsForProduct.aspx?displaylang=en&ProductID=6513d9c7-36d7-40d0-aad7-ba86e35e8332

Even if you have a later version of MSXML installed (e.g. 6.0), you will need to have v4.0 installed as well.

Link to this FAQ

Event Worksheet – blank time values in Status fields.

Problem
When you create an Event Worksheet, either displayed in a window or generated automatically for sending with an email, the worksheet does not display the correct time values in the Status fields at the bottom of the first page. Instead, these fields are blank.

Cause
This can be caused when you have a customised worksheet installed but the script that accompanies the worksheet has not been run on the database.

Resolution
If the worksheet is a customised worksheet, make sure the script that accompanies the worksheet is run against the database you are using. For assistance, contact your IT department or the Service Works Global Support Centre.

Link to this FAQ