When newly selected Corporate ERP application is implemented and works in stable fashion and there is no need to have Great Plains Consultant to babysit it in your office, you may decide to shop for remote support service.
Relatively new technologies, such as web sessions allow your Dynamics GP technical consultant to connect to your computer desktop and take control over keyboard and mouse and walk you through the issue resolution. Plus, you can open your GP server for your consultant via remote desktop connection, in the case when you want her/him to do data repair directly in Microsoft SQL Server. Let’s come through tech support typical cases and their resolution, as well as the way to locate Dynamics GP nationwide support partner. This paper is for everyone in the Accounting or Management team, you do not have to be IT professional or programmer to read it:
1. Technical support typical cases. The champion is probably batch recovery calls, when you initiated batch posting and all the sudden computer stalls. This problem was so frequent for earlier versions of Great Plains Dynamics that in later versions, such as 7.0 Batch Recovery screen was introduced. If you experienced batch posting crash, all you need to do is to log off Dynamics GP and on the next login you will be suggested to go directly to Batch Recovery window and try to recover the batch, failed in posting. However, batch recovery is not bullet proof solution, in certain cases you will have to come to the transactions and make them valid for posting (typically, when you do not have one of the GL distribution account). We recommend you to unlock the batch in Recovery screen and then print Batch Edit List Report. Second popular topic in our opinion is about Dynamics GP security, where your user is getting error messages, that Dictionary is not leaded. Great Plains Dynamics is modular ERP, MRP, Accounting system, where you load only modules, which you own. Several core modules are incorporated in Dynamics.dic dictionary, Great Plains Dexterity dictionaries require dictionary number zero and then, based on your set of acquired modules, the installation should load other dictionaries. Then you probably want to restrict the user access, based on his/her duties in the company (for example, you do not want every user to have access to the Payroll module, where annual salary is specified). But, now imagine – you are giving user the new computer, where you install only default dictionaries, and forget to install add-ons. User security, specified in Dynamics database on SQL Server, doesn’t know about this fact and when user calls the logic, which is not installed – she gets the error message about dictionary not loaded
2. Customization and Integration Projects. This is very popular reason, where you would like to seek support in the form of programming services from somebody, who is positioning itself as Dynamics GP Technology Partner. Your initial Dynamics GP Reseller probably did a good job by introducing your company to Great Plains Dynamics community of customers by making perfect executive presentation, selling you software user licenses, implementing the ERP. However, they have to move on and get to the next Dynamics GP licenses sale and implementation, and they might be not really interested in doing technically challenging Integration, Programming or Reporting. If you are thinking about customization project, we recommend you to locate Dynamics GP Partner with strong records in Dynamics GP Dexterity, eConnect programming. Integration is typically about setting it up in Dynamics GP Integration Manager tool, including such projects as ecommerce B2B and B2C shopping cart to SOP Invoice integration, EDI (Electronic Document Interchange), moving General Ledger transaction from your foreign subsidiary (where Dynamics GP is not localized and it is implemented on SAP Business One, or local Accounting platform, for example) overnight to the shadow company in Great Plains
3. Supporting Dynamics GP internationally. If we are talking about Canadian Great Plains customers, there is no difference if you are USA or in Toronto or Montreal. When supporting Great Plains Dynamics in Latin America, the nuances are typically associated with free VOIP phone conferences, such as Skype
4. For additional information, please feel free to call us 1-866-304-3265 or 1-269-605-4904 (this number works for international customers) or email us help@alba866.com We serve you USA/Canada nationwide via remote support (web sessions and phone/Skype conferences). Local service is available in Western Michigan, Chicagoland, Southern California (LA, Orange County, San Diego), Houston area of the state of Texas
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