Version 8 Update Process and Validation

The purpose of this article is to help guide the ARS Support Technical Support Staff in setting up and installing Version 8 for a customer. The article will guide you through Test Area Setup and Configuration as well as the procedure to follow for the Live Area Version 8 Update.

Before you update your customer to v8 send them the article below so that they can review the full process and changes that will occur post-update! There is also an email template that you can use to send this document.

There are email templates for several different points of communication.

Article: Preparing to move to RMA V8

Be sure you send the most current version from the Knowledge Base each time you want to get it to a customer as it is being updated frequently.

There are other materials that you may need....

Version Update Compatibility

Below is a chart of Version 7 releases, with each release there has been a version change. The changes are outlined below, along with if a correlating v7 release is compatible with updating to RMA v8.

The chart below outlines the update process for customers who are on RMA 7.1. Customers who are on 7.1 cannot update straight to v8. This update must be done in increments. 7.1 to 7.3 to 7.5 then to V8. Each time you update a customer to a new version of RMA you must go through the update checklist in CORE. This way we can assure all data is validated and in tact for the next update process. In order to update to v8 you must follow the processes outlined in the sections below.

The chart below outlines the process of updating customers on RMA 7.2 or later to RMA v8. If a customer is on 7.2 or later they can update straight to 8.0. In order to update to v8 you must follow the processes outlined in the sections below.

Customer Types

Simple

Simple Customer Migrations are customers with under 10 routes or less. These customers have a small customer base, with simple pricing. Simple pricing is when a customer doesn't have a complex pricing setup. For example they don't use 20 different price lists, price levels, cost plus pricing, all in conjunction with one another. If you are unsure about your customers pricing setup contact the testing or support manager. They do not have modules that will need migrating, such as Mango File, Mango Supervisor, or POS. They will also not need a test area for the pricing validation process.

Note: If there is a customer with a small customer base but a complex customer setup you will follow the simple validation and update process. However, if you run into pricing issues during this process contact your manager to rethink your validation strategy. A test area may be needed.

Complex

Complex Customer Migrations have a large, multi branch operation with 10 routes or more. These customers have a large customer base, and may or may not use complex pricing. When using the pricing tool for Complex Customers the comparison program may take 5+ hours, so manage your time and deadlines accordingly. Complex customers will also be required to have a test area setup that they can practice with before their migration. They may or may not have additional programs that will need to be migrated such as Mango File, Mango Supervisor, and Mango Supervisor 2.

Steps for Test Area Configuration and Pricing Validation (Complex)

Simple

A customer emails about wanting to update to V8
You will send the Customer Inquiry (Simple Update) email template to the customer
1. This email will contain documentation on v8, video links on v8, your request for what they would like their adv comms username to be, confirming if the customer is currently using inventory, and the instructions on the steps we will be taking before updating.
You will send the Accounting Email notification to accounting@advantageroute.com
1. This email notifies accounting that they need to update the customer's account in CORE so that they are compatible in RMA v8. This email also tells accounting to check for any programs that may need to be updated besides RMA. This could be Mango File, Point of Sale, Mango Supervisor, or SADocking.
Next you will create a ticket in arscore.net for pre v8 update. Use the 8PREUP checklist to go through the process below. Your ticket should go into the support projects queue with you as the resource. The name of your ticket should be as follows
1. Pricing Comparison & Validation for V8 - CICODE
Once accounting has sent you confirmation that their account is updated check the customers account in CORE. Navigate to Licensing> Billing Information> Under their support plan section it should read RMA Series 8.0.
1. NOTE: You may not have access to Billing information in CORE. If you do not ask your manager to confirm for you.
Your next step will be to run the Pricing Comparison Tool process. This process verifies that all of their pricing data converts properly upon updating to RMAv8
1. To run the Pricing Comparison Tool in version 7 please follow the steps in the article below.
  1. Pricing Comparison Tool for 7.2 to V8
If there are any discrepancies in the customer's version 7 data compared to their version 8 data you will need to troubleshoot and get this fixed before the live area update.
1. Make tickets for any issues found when running the pricing comparison process.
If there are no discrepancies move on to step 10
Send Post pricing validation email to the customer
1. This email notifies the customer that your pricing validation process is complete and they are prepared to move to v8. We want to encourage them to watch our video links in the Preparing to Move to V8 article.
Schedule Training only if the customer requests it.
Once the customer confirms they are ready to update schedule their v8 update for their Live area
Follow the Steps for the Live Area Update process once you've received confirmation on your update time and date.

Complex

A customer emails about wanting to update to V8
Send the Customer Inquiry (Simple Update) email
1. This email will contain documentation on v8, video links on v8, your request for what they would like their adv comms username to be, confirming if the customer is currently using inventory, and the instructions on the steps we will be taking before updating.
Send the Accounting Email notification
1. This email notifies accounting that they need to update the customer's account in CORE so that they are compatible in RMA v8. This email also tells accounting to check for any programs that may need to be updated besides RMA. This could be Mango File, Point of Sale, Mango Supervisor, or SADocking.
Next you will create a ticket in arscore.net for pre v8 update. Use the 8PREUP checklist to go through the process below. Your ticket should go into the support projects queue with you as the resource. The name of your ticket should be as follows
1. Pricing Comparison & Validation for V8 - CICODE
Once accounting has sent you confirmation that their account is updated check the customer's account in CORE. Navigate to Licensing> Billing Information> Under their support plan section it should read RMA Series 8.0.
1. NOTE: You may not have access to Billing information in CORE. If you do not ask your manager to confirm for you.
You will then set up a Test Area for V8 Update
1. Follow the steps in this artile: https://advantageulibrary.knowledgeowl.com/help/installing-a-route-manager-test-area-internal
2. Install a new RMA that contains the customer's current data
  1. example: If customers live area is on 7.2.0 r1 1780 you will install a 7.2.0 r1 1780 test area
  2. For a customer to be updated to v8 they have to be on version 7.2 or later. If the customer is not 7.2 build (or later) and they you will need to schedule their live area to be updated to 7.5.
3. Pull Fresh Data from their live area
4. Put the data in the test area, and update the test area to the customers version
5. Patch Data using the datapatch.exe program on the M drive under Tech Support> Tools> Data Patch
Run the Pricing Comparison Tool process
1. To run the Pricing Comparison Tool in version 7 please follow the steps in the article below.
  1. Pricing Comparison Tool for 7.2 to V8
Once your pricing comparison is complete go to builds.ars247.com to select the version 8 release to update your customer.
Run your version 8 update on the test area
1. Configuring Username in Advanced Comms Configuration
Confirm that your customer has access to all of their Modules/ Products Post Update. To verify this information you will go to ARSCORE.net, go to the customer's core account> and go to Licensing> Billing information. Under the Support Plan section, you will see all of the modules they have access to. These should reflect in RMA under Help> About> "?"
Once you've confirmed their core account is set up properly to give them all of their modules move on to the next step.
Run the Pricing Comparison Tool in v8
1. Use the article Pricing Comparison Tool for 7.2/7.5 to V8 to confirm all pricing is correct
If there are any discrepancies in the customer's version 7 data compared to their version 8 data you will need to troubleshoot and get this fixed before the live area update.
1. Make tickets for any issues found when running the pricing comparison process.
If there are no discrepancies move on to step 15
Send Post pricing validation email to the customer
Schedule Training if desired
Schedule Live v8 update
Follow the Steps for the Live Area Update process once your customer has confirmed their update

Steps for Live Area Update

When scheduling your customer's live area update you will want to make sure to coordinate the proper timing of the upgrade due to several factors. Everything should be uploaded from the handheld. All handhelds will need to be available after the update to upgrade the programs. When performing your update you will need to ensure all handhelds are uploaded and available to install their new Mango Mobile Application.

Create a ticket in arscore.net for post-v8 update. Use the 8POST checklist to go through the process below
Send Day of Update- Upload Confirmation email to the customer
All handhelds must be in and uploaded
1. Once they have uploaded all of their transactions they can begin the uninstall/ install process outlined in the document below.
  1. V8 upgrade Uninstall/Install Mango Mobile
Send Day of Update- Post Upload Confirmation email to the customer
Create a FULL backup
1. The backup will include all RMR files and all history. Your backup location should be under the RMA Root Folder > Create an Updates folder> Create a folder with the date and your initials to place your backup. Once all of your files are in your new folder, zip the folder.
If mapped computers exist, create list of computers and obtain connection details
If the customer is SADocking you must have the new sync installed to be compatible with version 8. Use the document below to get the latest SADocking sync.
1. Small Accounting Docking (SAD)
If the customer has Mango Web/MangoPay/MFS/MMS2 you will need to use the document below to update their Mango Web area from 2.3 to 3.0
1. Mango Web 3.0 Release Notes and ArsDataAPI Link
If the customer is currently using inventory make sure to check their Branch Setup Setting under > Desktop Tab> Use Enhanced Inventory Tracking. If they confirmed they use inventory make sure to enable this option prior to updating.
If the customer uses Mango File make sure to log into RMA and set your local settings to point to their scan files path
Check Advanced Comms Configuration to make sure there is a valid data path for the customers handheld photos.
Go to builds.ars247.com and download the latest V8 release
Run the version 8 update.
Once the update is complete
1. If using mapped drives: Connect to mapped computers and install
2. If docking the run newest installer for docking and run the sync.
  1. Refer to the SADocking update process and article in the Product Updates section below
Complete the remaining checklist to check for
1. Errors in rebuild
2. Data mismatch
3. Errors.log
4. Warnings on login
5. Setting security levels
6. Branch Setup Modify and Save
7. Customer Info Modify and Save
8. Check Adv Comms is running
9. Invoices and Adjustments Modify and Save
Check if they are a Web Customer if so create a ticket for their web update to 3.0
1. Refer to the Mango Web update process and article in the Product Updates section below
  1. If using mango web run the mango web installer for the ARSDataAPI and update Mango Web to the latest 3.0 release.
Send a notification to the customer that their update is complete using the Update Completion email template.
1. This email should contain confirmation from you on all of the products you have updated. RMA, MW, MMS2, Docking etc.
2. If they use any web product insert their URL so they can see their updated version.
3. Insert a screenshot of their QR Code so they can download their MMv8 application, this can be found under Lists> Routes> Handheld Class> Communications Tab
5. Update their User field in Advanced Comms Configuration to their CICODE.
  1. This can be found under Lists> Routes> Advanced Comms Configuration.
6. Send them their Port, Username, and Password for their devices.
Once Mango Mobile has been installed on all handheld devices begin the download process to make sure there are no issues for the next day
If the customer uses Mango Supervisor, Mango File, or Mango POS please refer to the section below for your next steps.

Product Updates

Customers who have Mango Web, Mango File, Mango Supervisor, Point of Sale, or SADocking must have their products updated to the compatible versions for RMA v8.

Mango Web Update

Use the Mango Web Update Process article to update customers from Mango Web/Pay/Field Sales 2.3 to 3.0. Create a separate ticket in CORE for your web update.

Mango File Online Update

Use the Mango File Update Process article to update customers from Mango File to Mango File Online. Create a separate ticket in CORE for your Mango File Online setup/update.

Mango Point of Sale Update

Use the Mango POS Update Process article to update customers from RMA Point of Sale to Mango POS. Create a separate ticket in CORE for your Mango POS setup/update.

SADocking Update

Use the How to Update Mango Docking Sync article to update customers from Docking sync version 104 to version 201. Create a separate ticket in CORE for your Docking sync update.

Email Templates

These templates should be used for each interaction with your customer. Feel free to add additional comments as may be required to help the customer. This will save you time and include the most important facts!

Accounting Email Notification

The following email should be sent out to the accounting department at accounting@advantageRS.com when a customer enquires or is approved to update to RMAv8. This email is sent so that accounting can update the customer account in ARSCORE.net

Hello Accounting-

[Customer Name] is interested in a version 8 update, Can we please check that their account is set up for the following? Can you please send me a follow-up by the end of the day?

RMA Version 8
Small accounting docking- If applicable
Mango Web/Mango Pay/Mango Field Sales- if applicable
Mango Supervisor will need to be updated to Mango Supervisor 2
Mango File will need to be updated to Mango File Online
Point of Sale will need to be updated to Mango POS.

Customer Inquiry (Complex Update)

The following email should be sent to the customer inquiring about updating to version 8. Complex version 8 updates are for customers with large databases who have several pricing schemes.

NOTE: If the customer used Mango Supervisor, Mango File, or Point of Sale you will have to let the customer know that all of these products have been discontinued and updated for version 8.

Hello [CUSTOMER NAME]

We appreciate your interest in our Version 8 release and are excited to help you with your update process. Before we update you to version 8 we will need to do some prep work to make sure that this is a smooth and easy process. Please use the article below to get familiar with some of the changes that have occurred from version 7 to version 8. Our biggest change to version 8 is our pricing methodology. Don't worry, we will go through training together so that you are comfortable with our new improvements.

https://advantageulibrary.knowledgeowl.com/help/preparing-to-move-to-rma-v8

We will take the following steps before updating your live area to version 8.

1. Create a test area that will validate your pricing and update process. In our version 8 release, we have added a username field to our driver's handheld download parameters. Your username will be your CICode by default which is [Customers CICODE] with your original password. If you would like a different username please send me that information.

2.Run our pricing comparison tool. This tool is used to validate your pricing moving from version 7 to version 8, as version 8 has a new pricing methodology.

2. Once your pricing has been validated we will give you access to your version 8 test area.

3. Please review the videos and documentation below on RMAv8's newest features

[insert video links]

4. After you review this test area for the next couple weeks, we would love to get you updated. Once you confirm all is good, we can go ahead and get you scheduled.

5. With the migration to version 8 we do want to make sure we are taking note if your company is currently using inventory, do you use inventory in RMA currently? We want to confirm so we know your settings are enabled correctly after migrating.

6. If you currently use authorize.net as your CC processor please read the article below as migrating to v8 could affect your CC approval.

https://advantageulibrary.knowledgeowl.com/help/autorizefraud

Please let me know if you have any questions or concerns about this update!

Customer Inquiry (Simple Update)

The following email should be sent to the customer inquiring about updating to version 8. Simple version 8 updates are customers who have small databases with simple pricing schemes.

NOTE: If the customer used Mango Supervisor, Mango File, or Point of Sale you will have to let the customer know that all of these products have been discontinued and updated for version 8.

Hello [CUSTOMER NAME]

https://advantageulibrary.knowledgeowl.com/help/preparing-to-move-to-rma-v8

We will take the following steps before updating your live area to version 8.

1. In our version 8 release, we have added a username field to our driver's handheld download parameters. Your username will be your CICode by default which is [Customers CICODE] with your original password. If you would like a different username please send me that information.

2. Run our pricing comparison tool. This tool is used to validate your pricing moving from version 7 to version 8, as version 8 has a new pricing methodology.

2. Once your pricing has been validated we will send you an email notification with your results.

3. Please review the videos and documentation below on RMAv8's newest features.

[insert video links]

4. After you reviewed the videos and documentation and feel comfortable with updating to v8 send us a confirmation so that we can go ahead and get you scheduled.

6. If you currently use authorize.net as your CC processor please read the article below as migrating to v8 could affect your CC approval.

https://advantageulibrary.knowledgeowl.com/help/autorizefraud

Please let me know if you have any questions or concerns about this update!

After Pricing Validation is Complete

The following email should be sent to the customer after their pricing validation is complete.

Hello [Customer Name]

Your pricing validation process has been completed and we are one step closer to updating you to version 8. Before we update you we would like to remind you to review the videos and documentation listed below. Let us know when you've reviewed them and are ready for your Version 8 update. Be mindful that for this update you will need to have all handheld transactions uploaded prior to your update because we will need to uninstall Mango Mobile and install their new Mango Mobile v8 application. Please let me know if you have any questions or concerns.

https://advantageulibrary.knowledgeowl.com/help/preparing-to-move-to-rma-v8

[insert video links]

Day of Update- Upload Confirmation

The following email should be sent to the customer on the day of their update to confirm that all drivers have uploaded their routes.

Hello [Customer Name]

We will be updating your RMA to version 8 today at [time]. Once you send me confirmation that all of the driver's handhelds are uploaded you can begin the uninstall process of Mango Mobile 7 outlined in the document below. Once I've received your confirmation I will begin the update process.

V8 upgrade Uninstall/Install Mango Mobile: https://advantageulibrary.knowledgeowl.com/help/uninstallinstall-mango-mobile

Steps for today:

1. Drivers Upload final transactions

a. If you have drivers that are remote there is a Drivers Guide for Mango Mobile 8 document in the article below that you can fill out and send to your drivers to make sure their upload

2. Send ARS Notification of driver uploads

3. Uninstall Mango Mobile 7

4. RMA v8 Update

5. ARS sends you your QRCode to install Mango Mobile v8 on all devices.

Day of Update-Post Upload Confirmation

The following email notification should be sent to the customer to notify them that their v8 update has begun.

Hello [Customer Name]

Thank you for your confirmation. I am starting your version 8 update now, I will send you a confirmation once it is complete.

Update Completion Email

The following email notification should be sent to the customer once their version 8 update is complete.

Hello [Customer Name]

Your version 8 update is now complete! Please use the QR Code below to install your Mango Mobile 8 [MM8] Application on all of your devices. Once you've installed MM8 on all of your devices. you will then want to download the proper route for each driver for tomorrow (or the current route day).

IF NEEDED:

I have also updated your [sadocking sync/mangoweb/mangofile/mangopos/mangosupervisor].

[Insert web/pos/file link]

[insert screenshot of qrcode]

Please let me know if you need any assistance.