This page is the master “index” of WIKI articles for SMS. The information is arranged in several formats. You may navigate using the Table of Contents on the right, or by typing Control-F and searching for specific text.
By Tier
This organization of issues is arranged based on the Tier-designation used internally by Cyrious Software for their support technicians. A Tier-1 issue is well understood and the steps to repair it are straight forward. A Tier-2 issue is generally less common, presents differently in each case, or requires a high level of technical experience to resolve. A Tier-3 issue requires the most skilled technician applying the scientific method to diagnose and resolve the issue.
Tier 1 Issues
The following issues are generally Tier 1 issues. Tier 1 technicians should handle these issues as outlined in the steps detailed in the description. If the issue remains after the completion of the Tier 1 steps, the Tier 1 technician stops work on it and elevates the ticket to the next available Tier 2 technician.
| ~ Customer Request or Error | ~ Tier 1 Action | ||
| Installation Related | |||
| * Want to put SMS on a new Client | sms1_-_sms_client_installation | ||
| * New SMS Customer * New SMS Server Installation | sms1_-_sms_server_installation | ||
| * Wants to Upgrade the version of SMS they are running. | sms1_-_upgrade_8.91_to_latest_release sms1_-_upgrade_version_8.x_to_8.91 sms1_-_upgrade_version_2000_to_8.91 |
||
| * Server Crash * Move Server to a new computer | sms1_-_sms_server_swap | ||
| * Authorize Security Key for a Newly Purchased Module * Authorize Security Key for a Newly Purchased User License | sms1_-_upgrade_license_with_security_dongle sms1_-_upgrade_license_with_license_key |
||
| * Error Message: - Crystal Reports not Found | sms1_-_installing_crystal_reports_8.5 | ||
| * Help setting up options in SMS (User Settings, Printer Settings, etc) | |||
| * Error Message: Email not | sms1_-_configuring_email_settings | ||
| * Support Expired at bottom of Cyrious | sms_1_-_support_expired | ||
| Set-Up Related | |||
| * How to set-up email | email_set-ups | ||
| * How to set-up backups | backup_database_set-up | ||
| * How to set-up Reports | reporting_set-up | ||
| * How to set-up Dispositions | how_to_utilize_dispositions_in_sms | ||
| * How to set-up Logo | set_up_the_company_logo_in_sms | ||
| * How to set-up Document Manager | how_to_set-up_documents | ||
| * How to Set-up passwords | how_to_set-up_passwords | ||
| * How to set-up Credit Card Processing | credit_card_processing_set-up | ||
| * how_to_set-up_customers | how_to_set-up_customers | ||
| * How to set-up Spell Check | SMS 1 - How to set-up Spell Check | ||
| * how_to_set-up_sales_goals | how_to_set-up_sales_goals | ||
| * How to change Order status | change_order_status | ||
| * How to Void an Order/Estimate | how_to_void_an_order_that_has_a_payment_associated_to_it | ||
| * How to Void an Order with no line items | how_to_void_an_order_with_no_line_items | ||
| * How to Void a Payment | how_to_void_a_payment | ||
| * How to change Disposition | how_to_utilize_dispositions_in_sms | ||
| * how_to_change_regional_options | how_to_change_regional_options | ||
| * How to configure which invoices appear in Orders/Explorer | sms1_-_add_or_remove_invoices | ||
| * Configure one client to use two databases on separate servers | Configure one client to use two databases on separate servers | ||
| Closeout Related | |||
| * Forgot to Close Day/Month/Year | sms1_-_inserting_a_past_closeout sms1_-_re-printing_closeout_reports_from_previous_time_period sms1_-_re-exporting_the_gl_for_a_previous_time_period sms1_-_removing_a_closeout |
||
| * Need to backup | sms1_-_backing_up_the_database | ||
| * Want to set up the automatic backup | sms1_-_setting_up_the_backup_options | ||
| Database Related | |||
| * General Database Corruption | sms1_-_rebuild_database | ||
| * Record Locked by Another User | sms1_-_clearing_record_lock_errors | ||
| * Error: Key Violation | sms1_-_repairing_key_violations | ||
| * Error: Corrupt BLOB | sms_error_-_blob_error | ||
| * Error: Index Out of Date | sms1_-_rebuild_database | ||
| * Server Crash w/Data Loss | SMS1 - Server Crash | ||
| Other Runtime Related | |||
| * Error Message: Unable to Locate the SSLIP. | sms1_-_restart_sslip tier1_-_configure_sslip_firewall |
||
| * Internal Error * Sandbox Errror * Can't start SMS on Machine X if SMS is running on Machine Y | sms1_-_handling_the_sandbox_issue | ||
| * Must run SSLIP or SMS in administrator Mode | sms1_-_setting_permissions_on_cyrious_folder | ||
| * Forgot Password | sms1_-_reset_password |
Tier 2 Issues (Defined)
The following issues are Tier 2 issues.
||~ Task, Issue, or Error ||~ Tier 2 Action ||
| General Issues | |||
| * Writing Wikis for newly discovered issues or fixes | |||
| * SSLIP error | sslip_support | ||
| * Speed issues | |||
| Database Related | |||
| * Missing Line Items * Missing Data | sms2_-_inserting_missing_records_from_a_backup_table sms_sql_-_insert_memo_fields_from_backup_into_order_and_estimate_tables |
||
| * Moving Data from a damaged Database table into a working one | Moving Data from a damaged Database table into a working one | ||
| * bde_settings | bde_settings | ||
| Accounting Related | |||
| * Closeout is Out of Balance * GL Export is Out of Balance * Can't Import into QuickBooks - Out of Balance | sms2_-_repairing_gl_out_of_balance | ||
| * Accounting Export Setup | |||
| * Accounting Export Issues | |||
| Report Related | |||
| * Issues with Customer Reports | |||
| * Issues with Standard Reports | sms2_-_creating_bug_tickets_for_standard_reports |
Tier 2 Issues (Not Defined)
Undefined Tier 2 issues refer to problems that may not fall into the list of issues, but have these characteristics:
- Problem is repeatable on the customer's system, or on multiple customer systems.
- Problem may or may not be recreated on another system
- Require an understanding in many areas such as database, data structure, reporting, pricing computation, etc.
Undefined Tier 2 issues are handled by Tier 2 technicians. This type of problem requires a scientific method of hypothesis, research, and trial-and-error.
Tier 3 Issues
Tier 3 issues refer to problems with these characteristics:
- May not be easily defined.
- Are usually not easily repeatable
- Usually can't be [intentionally] recreated on another system
- Require a deep, broad understanding in many areas such as database, data structure, reporting, pricing computation, etc.
- May involve interaction with non-SMS players or the operating system.
By their nature, there is not a list of Tier 3 issues. Rather this type of problem requires a sophisticated scientific method of hypothesis, research, and trial-and-error.
By Subject
Installation
By Type of Error/Problem - SMS
By Type of Error/Problem - Windows/MS Office products
By Type of Error/Problem - QuickBooks
SQL Queries
By Type of Error/Problem - Virtual Machine (VM)
Database Corruption