Difference between revisions of "FAQs"

Revision as of 12:01, 18 October 2012 (view source) Rob Kay (talk | contribs) (→‎What kind of documents can I upload to client and other records?) ← Older edit		Revision as of 15:38, 3 September 2013 (view source) Rob Kay (talk | contribs) Newer edit →
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−	== Why don't my reports / job cards look the same on the screen as they do on paper? ==	+	=== Why don't my reports / job cards look the same on the screen as they do on paper? ===
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−	== Why doesn't Charitylog support Internet Explorer version 6? ==	+	=== Why doesn't Charitylog support Internet Explorer version 6? ===
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−	== Why can't I log in to my 'live' and 'test' systems at the same time? ==	+	=== Why can't I log in to my 'live' and 'test' systems at the same time? ===
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−	== Why can't I log in at evenings / weekends? ==	+	=== Why can't I log in at evenings / weekends? ===
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−	== Why are there two save buttons on the client record? ==	+	=== Why are there two save buttons on the client record? ===

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Revision as of 15:38, 3 September 2013

Why don't my reports / job cards look the same on the screen as they do on paper?

Most printable items in Charitylog are formatted to print correctly on A4 paper. The software is designed to make optimum use of your computer's monitor, which is almost certainly proportioned differently to an A4 sheet.

Why doesn't Charitylog support Internet Explorer version 6?

This browser was launched in 2001 and has multiple security and standards-compliance issues. Newer versions are freely available from Microsoft. Follow the links provided by Charitylog if it detects you are using IE6.

Why can't I log in to my 'live' and 'test' systems at the same time?

For security reasons you can only be logged into one Charitylog database in your browser at a time. However, you can log into one database in Internet Explorer, and another in Firefox, because the two browsers run separately.

Why can't I log in at evenings / weekends?

This will have been set by your administrator. Each user can have an earliest and latest log in time permitted, as well as an option of whether or not they are allowed to log in at weekends.

Why are there two save buttons on the client record?

Save Details will return to that record if you wish to continue working with it. Save and Close will (typically) take you back to the search page so that you can continue onto the next record.

Why are my young carers not showing up in the Carers Office Report?

When you set up the statuses (Click on Administration, Drop-Down Lists, Status) you must tell the system that which of your statuses are young carer statuses. They will then be added up correctly in the reports.

Which browsers are supported?

Internet Explorer version 8 and above. Mozilla Firefox 3.5 and above. Any major browser is likely to work, but only these two are officially supported.

Where has the forum gone?

Feedback from users indicated that they tended to only use the FAQ section in the forum, so that has been moved here for easy access, and the forum has been removed.

Where do I go to enter a ladder outcome?

From the client's Summary tab, click the 'Ladder Outcome' link next to the referral it relates to.

What order are the menus in? Can I change the order?

Where possible, they are alphabetical, but some items are where they are for historical reasons, such as Administration at the bottom of the menu. Refer to the admin user guide Menu Option Structure to change the order, or hide unwanted items. Note that this would affect all users in all groups.

What kind of documents can I upload to client and other records?

Word processing: .doc .docx .odt Spreadsheets: .csv .xls .xlsx .ods Images: .gif .jpg .jpeg .png .tif .tiff Other: .pdf

The maximum file size is 6MB.

What is the minimum screen resolution?

1024 x 768. You can usually check this by right-clicking on your desktop. It may have an option for 'Screen Resolution', otherwise click Properties then look on the screen resolution tab. On a Mac, go to Applications, then System Preferences, then Displays.

What does 'Referral Items' mean in the KPI reports?

A new referral is created each time you tick a project box in Record a Contact. The report items in this section are based on referrals made during the date range you select when designing your KPI report.

What does 'New Client Items' mean in the KPI reports?

This is based on the number of clients who are new to the project during the period. 'New' in this sense means that their first referral into the project was during the period.

What does 'Contact Items' mean in the KPI reports?

This is based on the number of contacts with clients during the period. A Contact in this sense means anything recorded using Record a Contact, or the diary/actions, regardless of whether it is a new referral or updating an outstanding action etc.

What does 'Client Accessing Items' mean in the KPI reports?

This is based on the number of people who have accessed the project during the date period selected. 'Accessed' in this sense means any contact/actions recorded, regardless of whether they are from a new referral or an updating an outstanding action etc.

What do I need to do when a user leaves my organisation?

Firstly, consider if they are being replaced. If so, find the old user in the Users section and use the copy button to copy all the settings from the old user to create the new one. Secondly, set the old user to be non-active. Thirdly, if the old user also has a staff/volunteer record (which they should, unless they are a funder or referrer with a login), set their staff/volunteer record non-active and create a new record for the new user. Remember to link this new staff/volunteer record to the new user record.

What do I need to do on the system when a client dies?

From their Personal tab, set the 'Deceased' option to 'Yes', then save the record. This will take you another page where you can optionally enter the date of death and enter extra notes.

I've made a club/clinic non-active, and now it's disappeared! How do I get it back?

By default, when you go into the Clubs and Clinics option, you only see Active clubs. If you want to see Non-Active clubs, you can click on the link next to the 'Enter New Clinic' button to see all the clubs. You can then select a non-active club/clinic and make it active again if you need to.

I've heard that I can't paste content from Microsoft Word into letter templates - is this true?

It used to be. This was due to the very large volume of formatting information contained within Word documents. The letter section now automatically deals with the formatting so you can safely paste from Word.

I want to add another user, but have heard that I can only have x number of users. Is this true?

Charitylog’s licences are provided on the full time equivalent basis. However, there is actually no physical limit to the number of users you can have, or the number of users that can be logged in at the same time. If more people log in than you have licences for, they will all be able to get access - we don’t mind this. Your usage is monitored to check if you regularly exceed the terms of your licence and if this is the case, then you should purchase additional licences. You can check your own usage, assuming you have the access rights, by clicking Administration, Security, User Logins. If you believe you need more user licences, please contact us. New licences can be added very easily and will not affect your access to Charitylog in the meantime.

I only want my users to see the projects they work on. How do I set this up?

From each user's record (click Administration, Security, User Settings, Users), click Save And Edit Project Access. There is a detailed explanation of this in the User Access Management page within the Administrator Manual.

I log time spent when using Record a Contact / Diary Entries. Why doesn't it show up in reports?

The time is logged against your staff / volunteer record, which needs to be linked to a user record. From the staff / volunteer record, make sure the 'User Name (if applicable)' option is set.

I have a client who is also a volunteer, do they need 2 records?

No. Any record belonging to any type of organisation or person (carers, clients, funders, organisations, professionals, referrers, staff, suppliers, support workers/home helpers/care workers, trustees/members, volunteers...) should only be entered once. To make an existing client into a volunteer, search for them as a volunteer, a result like this will be returned:- Search Returned 25 results (of 37 total database matches) Click the Search All button. You will see them listed as a client with a button to make them into a volunteer. The same would apply for any other types of organisations and people.

I am getting an 'Access Denied' message. What should I do?

This is almost certainly a Group Access issue. Contact your administrator to see if you can be put in a higher Group, or have the access rights of your current Group increased.

How to do I add to the various drop-down lists on the client and other records

Most of these are found by clicking on Administration, Drop-Down Lists.

How to I merge duplicate clients?

Most users do not have access to merge records, so please contact an administrator if this is required. Decide on the client record that you want to update with all other info. Working from this Client record, click the 'merge client’ link, and then search for all other client record that you want to merge into this one.

How long do I have before I get timed out? Can it be increased?

1 hour of inactivity. 'Activity' in this sense usually means loading a new page such as saving a record, searching, clicking a menu item etc. The 1 hour timeout period is fixed and cannot be altered. Charitylog holds confidential data; it must time out for security reasons. Note that each tab or window has its own 'timer', and once one times out you will be logged out of any other tabs/windows you have open. This usually happens if you have a report that you have opened and forgotten about.

How do I type dates and times in?

Dates can be typed in with 6 digits with no punctuation, e.g. 251212 for Christmas Day 2012. Times can be typed in with 4 digits with no punctuation, e.g. 1530 for half past three. Charitylog will punctuate them for you.

How do I delete uploaded documents?

When you set up each user, you can specify whether or not they are allowed to delete uploaded documents. By default no user, including administrators, is allowed to. Click on Administration, Security, User Settings, Users, then click on the user you want to edit. The option is on the System Access tab. Each document will then have a red cross next to it. Use this with caution: they really are deleted, not just moved to a trash folder!

How do I back up my data? What can I do with the backup once I have generated it?

Click Administration, Security, Backup. This will produce a single archive file of your entire database including its structure. As a compressed file, it cannot be 'run' locally like a spreadsheet on your computer, but is intended to be used by a database professional for reloading onto a MySQL server. As an local administrator, all you need to do with it is keep it safe - remember that it holds your entire client list, referrals list etc.

How do I add schools?

Schools are a type of Organisation, which are usually found under Organisations and People. The key box is Category/Group. Put them in the Schools group. If you don't have a Schools group, add one by clicking Administration, Drop-Down Lists, Referrer Groups

How do I add a Handyperson?

Add them as a Volunteer/Staff/Organisation as appropriate. The key box is 'Is ___ a Handyperson?'

How do I add GPs?

GPs are a type of Professional, which are usually found under Organisation and People. The key box is the one labelled 'Is This Professional A Doctor(GP)?'

How do I add GP Surgeries?

Surgeries are a type of Referrer, which are usually found under Organisation and People. The key box is the one labelled 'This Referrer is a GP Surgery?'

How can I reduce the number of duplicate records that my users are entering?

The two most common problems are failing to search to see if a client already exists before adding them, and mis-spellings. You are more likely to find a mis-spelled record if you search for 3 or 4 letters rather than the whole name, e.g. 'don' would find 'McDonald', 'MacDonald', 'Haydon' etc

Does Charitylog have an address lookup from the postcode?

Yes. You will need to purchase a licence from Postcode Anywhere to use it. See the Add-ons section of the Administrator Manual for more details. Please note, however, that at the moment Postcode Anywhere are being uncooperative with external users because of some licensing issues, and so currently we do not recommend the use of Postcode Anywhere. Hopefully we will be able to resolve the issue and start officially recommending it again.

Does Charitylog have a spell checker?

No, but most browsers have one built in or have one available to be installed.

Do we have to use the term 'Support Worker'? We call ours 'Home Helpers'...

You can change the terminology you wish to use for support workers. This will affect the menus, schedules etc. Click on Support Options, Set Up, Parameters and choose between 'Carer', 'Home Helper', 'Support (worker)' and 'Volunteer'

Can I delete/anonymise client records?

The records themselves cannot be deleted (to maintain the audit record), but they can be anonymised. Click the Anonymise Clients option in the Security submenu. Note that the clients must first have been terminated (use the Projects tab on the client record). The details removed are:- name, salutation,address, postcode,telephone and emergency numbers, fax number, general notes, NI number, NHS number, Social Services number and email address. Next of kins, Publications provided and, where relevant, dependents are also anonymised.

Can I delete diary entries?

Yes, assuming you have the access. From the Security menu, click Delete Diary Entries. The initial screen is to search for the entry or entries. Use this with caution as they really are deleted, not just moved to a 'deleted' folder!