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The ChilliDB Help Desk allows you to manage your Support Hours with the ability to view your balance of hours, view your usage, and purchase additional hours. To do this, start by logging into the ChilliDB HelpDesk and select 'Support Hours' from the menu.

To help ensure data integrity, ChilliDB has features that prevent, identify, and eliminate duplicate records. Preventing Duplicates ChilliDB has duplicate protection for Contacts, Client Administration Clients, Organisations and through many modules such as ATAPS. When you try and create a record, ChilliDB will present a number of matching records if any are found, and give you opportunity to view those records, cancel your creation, or continue to create your record. Duplicates can still occur especially when using Web Controls, or Data Loader, or just user error. Duplicate Detection To help you maintain quality data, ChilliDB makes available Duplicate Detection tools under the System menu > Data Management > Duplicate Detection. From there, you can choose a module in ChilliDB, and it will present a list of records which look like they could be duplicated. You can then work through them and expire those records which are duplicates. Duplicate Merging Duplicates identified using the duplicate detection can be merged. All fields for the source contact/organisation and relationships to other modules such as contacts, notes, events, membership, etc will be transferred to the target contact/organisation. However existing information in the target contact/organisation will not be overwritten. Once the process has completed the source contact/organisation will be expired Merging Process To select the records to merge you must navigate to System>Data Management>Duplicate detection. Then select a module to check for duplicates held in that module. After you have done this a list of records that are potential duplicates appear. If you cannot see your duplicates here, you can change the name of the duplicate record so it matches the record you want to merge with and the duplicate detector will pick it up. Click the number of occurrences to show the duplicates. Here you can select the record you want to keep (target) and what should merge with it (source). Once merged, the source record will be expired. Contact Merge Rules When doing a contact merge, contact references are updated in the following modules Organisation Note Event Membership Case Client admin Survey Asset Register Contract Management Document Register QI Distribution List Group Contact role Quick links Appointments All custom live data fields of Contact type Below are some rules for what fields can and cannot be transferred. Remember, fields in the target contact cannot be overwritten, new information is only added if the field is empty. You can work around this by manually emptying fields in the target contact if you know the source contact holds the correct data. Organisation Merge Rules For organisation merges, Organisation references are updated in the following modules: Contact Note Event Membership Case Client admin Survey Asset Register Contract Management Document Register QI Distribution List Group Contact role Quick links All custom live data type of Organisation type Below are some rules for what fields can and cannot be transferred. Remember, fields in the target organisation cannot be overwritten, new information is only added if the field is empty. You can work around this by manually emptying fields in the target organisation if you know the source organisation holds the correct data.

Address validation is available to Hosted clients through System -> Data Management -> Address Validation menu. Note, the user should have all appropriate security tickets to see this menu. We source the Address data from the PSMA Geocoded National Address File (G-NAF). G-NAF is one of the most ubiquitous and powerful spatial datasets. It contains more than 13 million Australian physical address records. This address data is also used for our full address lookup feature is can be enabled free of charge through System -> System Management -> Manage ChilliDB Optional Features. This Address data will be updated annually as part of Operational tasks by the Operations team. Currently this supports only addresses in Australia. Address validation is only available to Hosted clients. In Address Validation page, when a Module is selected from the Module list, the validation runs for the addresses entered in that module. Currently the Module list has Contact, Organisations. The Suburb, State, Postcode of the addresses entered in Contact/Organisations will be validated. Any records that fails this validation will be listed out in this page. Only current Contact/Organisations are considered for this validation. Below is an example. Valid Address -------------- Suburb : Brisbane State : QLD Postcode : 4000 Invalid Address --------------- Suburb : Brisbane State : QLD Postcode : 4999

The Data Loader can handle Multi-Select Lookup Custom Fields by processing them as a list of values separated by Comma - e.g. CSV. Your column in your Excel file / CSV should use Quotes for the fields, and in turn, it should look like this: ", , .. " During the import, the system will check if the Multi-Select Lookup Custom Field has each in its collection. If it has, it will save the value against the record being loaded (i.e. Organisation, Contact, Note etc). If it doesn't contain the value, then the will be added into the Custom Field items and then that value will be saved against the record being loaded.

Some tips / Notes concerning the files used for data import: When uploading excel files you don’t need to use special column delimiters or row delimiters Make sure the data in your excel columns match the data type of the fields they are mapped to. For example all dates in your spreadsheet need to be stored as a date format in excel, if any are stored as text or some other format you will receive errors when trying to import your data Currently we only support importing of dates using DD-MMM-YY, DD/MM/YYYY, or DD MMM YYYY format e.g. 10-Nov-10, 10/11/2010, 10 Nov 2010 If you are importing data as csv files you must use DD-MMM-YY format The column heading text does not matter, the number of columns do not matter. As long as you have the mandatory columns covered you can load the data. The data loader will tell you which columns are mandatory. You can keep your ID’s from the Source System in a Custom Field against the entity (Contact or Organisation) for tracing back an issue down the track. E.g. Source ID. Set visibility permissions on the Custom Fields Section to View only and for Super Users only. If you are performing a data cleaning operation, but using Contact/Organisation Search or Data Mining Query, you should include the Contact or Organisation Id in your export from ChilliDB, then use that identifier when importing your data back in - this way ChilliDB will match the Id from your file with the record in ChilliDB already.

Quick links - What type of website do you have? Self Hosted Website WIX WordPress This article will explain how to display a web control on your website whether you are hosting your own website or if it's hosted by a service such as Wix. Displaying a Web Control on a Self-Hosted Website At the bottom of each web control configuration screen, there is a 'Code to be inserted into Website' section. the HTML code can be pasted into a page on your site which will create a responsive iframe containing the web control. Alternatively you can follow the instructions located in the Developers Guide Displaying a Web Control on a site hosted by Wix Choose the page you would like to edit, then from the left side click the '+' Icon, more, then 'HTML iframe'. This will create an iframe object that can be dragged around which will display your web control content once configured. You can paste in either the HTML code, or the direct url in the HTML iframe, just make sure the iframe is configured to use the option you want. Displaying a Web Control on a site hosted by Wordpress Wordpress by default limits embedded access to only a few external web sites such as YouTube for security reasons. You would need to subscribe to one of their business plan and use one of the Plugins to add iFrames to avoid the security restrictions. https://en.support.wordpress.com/code/ If you need support using one of the plugins it is recommended that you contact the plugin vendor. Alternatively the ChilliDB Web Control direct link can be added as a hyperlink and the web control will be viewed in its own page.

ChilliDB allows you to easily send SMS messages to your contacts by either clicking on their mobile phones numbers or adding their mobile phone numbers to your distribution lists. Emails sent to those distribution lists will be converted to SMS messages and sent to your contacts mobile phones. ChilliDB supports SMS directly and can be activated through the system management menu using the "Manage ChilliDB SMS" icon. Alternatively online sms email-to-sms third party gateway software can be used if required and can be setup upon request.

ChilliDB has a number of password management features which adhere to industry standards which make it a safe and secure system to hold all of your information. Features include: Locking on password verification failure Forgotten Password processes Forced Resets of Passwords Encryption of passwords Password Policy rules Password Management Features Locking on Password Verification FailureIf you have forgotten your password, if you keep failing to login, ChilliDB will lock your account after 5 failed login attempts for a period of 5 minutes. If you keep trying to log in, while it is locked, you will see the countdown reduces each minute to show you how long you are locked out. When the 5 minutes passes, the message disappears and the lock is removed, allowing you to try again Forgotten Password processes If you have forgotten your password, you can use the Forgotten Password link on the login panel. Just enter your username, then click the Forgotten Password link. ChilliDB will then ask for the Secret Answers to your Secret Questions When you provide the correct Answers and a new password, you will be able to click Reset Password to reset your password. You will then see the standard login prompt and be able to log into ChilliDB using the new password. If you do not have a Secret Question and Secret Answer defined, then ChilliDB will let you know when you click the Forgotten Password link. To recover your password, you will need to have a member of your staff with sufficient permissions to edit User records, modify your User record and reset your password. After your administrator has modified your password, you should - Change your password - Your administrator may have checked the box for force this when you first login. If they didn’t, you should do it manually: o On the home screen, go to Preferences o Select Change My Password o Enter your old and new password on the required fields, and then your changes. - Configure a Secret Question and Secret Answer so that you can use the Forgotten Password link. o On the home screen, go to Preferences o Select Change My Secret Question o Enter your Secret Question and Secret Answer, then save your changes. Forced Resets of Passwords Your administrator can choose to Force the Reset of any Users password from the User maintenance screen. Locate and edit the User record, then check the box Force user to change password at next login, and then save your changes. Next time that user tries to login, ChilliDB will force them to change their password. Encryption of passwords ChilliDB Passwords are stored in an encrypted format using industry best practices. For this reason, if you contact ChilliDB HelpDesk for some activities, they will only be able to reset your password or may ask you to reset your password before they look at your system. Password Policy ChilliDB supports a number of rules which can be configured to enforce a sensible Password Policy for your whole system, allowing you to choose from any number of the following rules: History - Password must not match the previous X passwords used Letter Content - Password must contain at least X letters Lower-Case Letter Content - Password must contain at least X lowercase letters Symbol - Password must contain at least X symbol characters Expiry - Password will expire if it is more than X days old Configuring Password Policy on an established system will have no effect on existing user accounts until either their password expires (if you configure an Expiry policy) or you edit their User record and check the box “Force user to change password at next login” which will force them to create a compliant password with your policy rules. Choose System Management from the System menu From there, you can choose Manage Password Policy This will show you any Rules you have in place at present You can add additional Rules by clicking create in the top right of the screen. Then choose them from the Rule drop down, and entering the Rule Value – e.g. Rule: History, Rule Value = 5 would mean, ChilliDB passwords must not match the previous 5 passwords Best Practices Do not use the same password for all users you create in ChilliDB. Always force your users to reset their Password when you give them a password so only they know their password Utilise Password Policy to enforce rules such as Password History, Complexity and Ageing for all ChilliDB users. Remind all users that they should never write down their passwords near their desk or use obvious passwords which are easy to guess. Utilise Password Complexity to enforce this. Be careful of web browsers which remember your passwords or try to automatically log you into ChilliDB as they can cause many repeated failures and lock a ChilliDB account repeatedly.

ChilliDB holds login sessions open for 240 minutes, 4 hours, by default. This is to ensure that if you are called away from your desk or move onto another task while working in ChilliDB, any unsaved changes can still be applied for a reasonable amount of time. The downside of this, is that if your system is low on User Licenses available, some users will not be able to login. It is a balance you can configure by adjusting the Idle Timeout to suit your usage patterns. You can adjust this yourself through System menu > System Management > Manage, then choose Manage System Configuration. You can then find the setting System Session Idle Timeout and configure it to a number of minutes.

From time to time it is necessary to re-categorise data in your database. While ChilliDB makes this easy to do, it can create issues for you in various sections of ChilliDB which you may not be aware of and should review before making any changes. Here are some things to be aware of: Custom Fields Section "Visible For Types" configuration If you are re-categorising data, be sure to check your Custom Fields, specifically the "Visible For Types" values to ensure that you are including all of the Contact Types you intend to capture Custom Fields for, before you re-categorise your data. For example: If you capture a Section of Custom Fields called "XYZ Information" only for Contacts of Type "A", and you decide to re-categorise all Contacts in your database of Type "A" to Type "B", then you need to modify your Custom Field "Visible for Types" to include both "A", and "B" so that those fields and the data they hold will be maintained. If you don't then, ChilliDB will remove the content of those Custom Fields as technically, they do not match the "Visible For Types" configuration mappings. Reports Reports can use Filters based on Categorisation settings. You should review any reports for Filters based on Categorisation settings. Example: If you have a list of Contacts of type General Practitioners, then you re-categorise your General Practitioners, you need update your report or have the ChilliDB HelpDesk do it for you so it returns the correct data. Module Configurations Some modules allow you to define a subset of Contacts or Organisations to select from. Sometimes these limit those down to matching Categorisation. You should review the Configuration of each of your modules which have a "Configuration" menu item under them in the menu to ensure they remain correct before making the changes. Example: Ataps looks for General Practitioners based on Contact Categorisation. If you re-categorise your General Practitioners, then you need to re-configure ATAPS so it finds them. Data Mining, Visualisations Data Mining can use Filters based on Categorisation settings. You should review and Data Mining Searches and Data Sets for Filters based on Categorisation settings. Example: If you have a list of Contacts of type General Practitioners, then you re-categorise your General Practitioners, you need update your Data Mining Searches and Datasets or have the ChilliDB HelpDesk do it for you so it returns the correct data. With 3.2 of ChilliDB, Visualisations are available which use Data Mining, so they may be affected by your re-categorisation. Post Save Actions If you use Post Save Actions to place people onto Distribution Lists, or perform some calculations based on the Categorisation, then you should review your Post Save Actions and may have to update them or have the ChilliDB HelpDesk do so for you so they continue to work. Example: You have a Post Save Action which puts all Contacts of type General Practitioner on a specific Distribution List, then you re-categorise your General Practitioners, you need update your Post Save Action to handle the new Categorisation.

ChilliDB Custom Fields provide a powerful solution to allowing you to customise the data fields on any screen through ChilliDB, giving you the ability to define what data you capture and how it should appear. Custom Fields can be aligned in a number of Layouts include expand/collapse, tabs, and now grids. Grid Layout allows you to define a collection of fields which are related to each other. An example of this may be for tracking Services that your Organisation’s in ChilliDB deliver along with the days of the week for which that Organisation will provide that service. For example, you could capture something like this: This way, you are holding this “grid” of data against the Organisation. For this reason, Grid layouts appear as a tab on the module you place them onto, for example, on the Organisation Display page. You can view, add and modify each row of the grid of data from the tab on the Organisation Display page. This guide show you how to create Custom Field Section with a Grid Layout which could be used to represent the example of a Service Directory detailed above. Creating a custom field grid layoutFrom the System menu, under Custom Fields, select Create and Maintain to open the Custom Field management screen. Select Organisation as the module for this example Choose the Add New Section link to create a new Section of Custom Fields. Give your Section a name, for instance Service Schedule Specify if the new Section is going to be visible to certain types of all types. I have selected All Types for Visible for Types Specify the Section Order which controls it position on the page in relation to all of the other Sections. Set the Section Appearance to Grid for your new Section. You may choose to add a Description or set security role permissions for your Section, I choose to leave them all as defaults. Select the save icon to save your Section Next you need to add some fields to your section Note: The first field is the most important and it needs to be a required field. This will allow ChilliDB to use it for linking from the grids I am going to make my first field, a lookup field which holds a Service that my Organisations will be delivering. Set the Field Description to Service Set the Field Type to Lookup List / Checkbox List Set the Is Required field to true by checking the box I am going to leave all of the other options as default. Add some Meta Data Lookup Values which represent the services being delivered and then select Save to save this field. I will next create seven (7) simple Custom Fields of type Yes / No which will represent the days of the week that I will be tracking my Service against. Each of them will look like the following, with a different Field Description for each day of the week. The completed section should look like this: Using your custom Field Grid Layout If you go to an Organisation in your system, using the Search for instance, you will now see a Tab called Service Schedule on that Organisation display screen. On the tab, you will see a Create link to add new items. Select the Create link to bring up a form to enter all of the information that you defined for your section of Custom Fields. Select the Save button to save your record. You can repeat this process of creating Service Schedule records as many times as you need to for this any Organisation in your system. You will now see one row for each set of information held in your Grid based Section of Custom Fields. If you have a lot of fields, not all of them may appear in your grid. If you click on the value in the first column of the grid, it will pop up a display page to show you all of the information you have defined for your Service Schedule Custom Fields. You can use the Edit link to modify this information. From the Edit screen, you can make any changes or Delete your Service Schedule record, which will remove a row from the grid on the Service Schedule tab.

Setting up users in ChilliDB so they are able to be allocated roles and permissions (tickets) associated with those roles is a 3 step process: 1) Ensure the user has been created in the Contacts module (Contacts - Create). See this link for more information on how to create contacts: https://www.youtube.com/watch?v=w7J8V2wXESI 2) Create a role/roles in the Users module to link to the user. To do this click on the 'System' menu item and then choose 'Users' - 'Maintain Roles + Tickets' - 'Create'. 3) Link a user to a role by clicking on 'System' - 'Users' - 'Maintain Users'. Creating Roles and Allocating Tickets Most new users to ChilliDB create a 'Standard Users' role and then set permissions for actions that this role may perform. Once permissions have been set, any users put into the 'Standard Users' role may perform actions associated with these permissions. For example, if they are given access to the 'CRM Core' ticket as a whole (done by clicking the checkbox next to this option in tickets), they will be able to perform tasks such as maintain contacts/organisations/notes (view/create/edit/expire); message templates; staff tracking and so on. To create a 'Standard Users' role, log-in to ChilliDB and from the System menu, select Users - Maintain Roles + Tickets. Then click on 'create'. You are then prompted to name the role, and designate the required permissions in the checkbox list at the bottom of the page. You are able to search for specific permissions here by entering the name of the module/task you want to permit access to in the search box provided. Some modules have permissions specifically for managers. These tickets group management/role-specific permissions together. Users should work their way through the list of permissions to ensure they have given the relevant system and role-specific permissions to each role they create. Once finished, click 'Save'. After this role has been created, it will be visible in the User Roles List, but can also be accessed by navigating to System - 'Users' - 'Maintain Roles + Tickets'. Note: If a role you create has not been given permissions to access certain modules/system management tasks in ChilliDB, they will not be visible to users allocated to those roles. Creating A User The next step is to create some Users. Any staff using ChilliDB in their roles will require a user account be created for them. To create a user, first the staff member must be listed as a contact in ChilliDB. If they are not entered under a category in your organisation's ChilliDB Contacts, you will have to create a contact for them first and then return to creating a user when done. To begin creating a new user, navigate to the System menu item and then click on 'Users' - 'Maintain Users'. Towards the top right of the maintain users page, you can click create to add a new user. To successfully create a new user, you must do the following: Allocate them a username Allocate a password (an option is provided to choose to force the new user to change their password at first log-in) Find the contact you want to allocate to the user profile. Once you click 'Find', you can search for the contact you are looking for from your available Contacts. Select the Role that will be attached to this user (from the roles available in your system - if the role is not available, you will have to create it before performing this step) Choose the default layout - how the user's details will appear Choose whether or not the user appears in staff tracking; and Enable/disable two-factor authentication When you have specified all of the information required for your new user, click the 'Save' button. You should then see the new user appear in the User List on the 'Maintain Users' page. Here, you are able to search for a user by username, contact, organisation or role. To edit a user, you can simply click on their username in this list. You can also assign more permissions to their role from this screen by clicking on their role in the 'Role' column.