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What browsers are supported?
Internet Explorer and Netscape (Firefox) are the only browsers supported by Click2Gov. We recognize that several browsers have
been able to use Click2Gov in the past, but only these 2 have ever been fully supported. In recent versions of our software, we have added code to stop other browsers
from being able to access our pages. We did this mostly because certain unsupported browsers were causing problems with payments and scheduling inspections.
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Can we use something other than Securelink for support to connect to our server?
Only SecureLink has been approved by Sungard Corporate to as a method to link to PC’s outside of our network. SecureLink is a very
robust application and meets all government requirements including those of Homeland Security. With over 1,000 clients it would be a logistical nightmare to decide
who uses what where.
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When can citizens enroll, un-enroll, and/or change their recurring payment information?
The autopay will not allow changes for a particular citizen if the citizen has a autopay payment waiting to be processed.
The payment has to manually be deleted before the change can be done OR they need to wait until the payment processes and there is no pending autopay payment
on the account. Timeframes are in the city's control. The payments can be added to the system manually or through a CX billing. The payments process according
to the date on the pending payment. There are some processes involving budget billing set up that require a autopay payment to be on the account at all times.
This does not apply to all cities, however, since it is based on system control setup for budget and for autopay.
If a change is required for a citizen and the citizen is trying to make the change and can’t their only alternative is to call the utility and the utility personnel
have to determine if the autopay should be deleted and readded or eliminated based on what they can see about the processing of the payment. Obviously if the
payment has already been sent to the bank then nothing should be done and the citizen should just be informed of when the payment will post for making changes to
the account.
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What do I do if I change the IP address on my email server?
If you decide to change the IP address for your email server, you will need to change the
configurations in each of your applications. However, the configurations are in different places depending on the architecture they
were written in.
- KA and MR
[BEA Drive]:\bea\c2gdomain\applications\Click2GovKA\web\WEB-INF\app-cfg\system-props.xml
<email>
<smtp-host>127.0.0.1</smtp-host>
<smtp-port>25>/smtp-port>
<from-address>email@address.com</from-address>
<from-name>From Name</from-name>
<authenticate_userid>userid</authenticate_userid>
<authenticate_password>password</authenticate_password>
</email>
- All other Click2Gov applications
[BEA Drive]:\bea\c2gdomain\applications\Click2GovCX\cfg\hte.cfg
Smtp.Type=relay
Smtp.User=userid
Smtp.Passwd=password
SmtpHostName=127.0.0.1
SmtpFromName=FromName
- Payment Engine
[BEA Drive]:\bea\c2gdomain\applications\Click2GovCX\PaymentEngine\hte.cfg
This has the same settings as #2 above.
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Is AMS the only merchant option for eChecks?
Yes, AMS is currently the only merchant we use for eCheck. This is a
different type of merchant account. It is an ACH account verses a Credit Card/Payment Card account.
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Who do I contact for Kiosk hardware support?
The Kiosk customer support number is (800) 509-5471 Option 4.
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Who do I contact for Kiosk printer paper?
You can contact Printing Technologies at 800-428-3786. ext. 219. Tell them
you have a KIS kiosks and that you need to order thermal paper rolls for the Swecoin TTP 2030 80 mm thermal
receipt printer.
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What do I need to do before upgrading to a new Click2Gov server?
- Copy the entire BEA folder to an external storage device.
- If possible, use the same IP Address & Server Name.
- If the same IP Address & Server Name are not used, a new BEA license may need to be issued.
- BEA will need to be reinstalled. (Note: Sungard/HTE will do this. Please schedule in advance.)
- When configuring the new webserver, make sure the BEA folder will be on the same drive as the old server.
- When adding the users on the new webserver, make sure the same password is used as was used on the old server.
- Unencrypt files before copying to the new server. They can be re-encrypted once copied over to the new server.
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Can I add text to my
Click2Gov pages? Yes,
you can add text to almost any of your Click2Gov pages for each application.
The application configuration files will hold all of this functionality.
On your Click2Gov web server, search for the application config
file..(example...tx.cfg for Tax and cx.cfg for CX) Open with Notepad and
search for the ***Text*** heading and the following entries (each
application will have have different entries indicating the specific page
name but will look similar)
The Text.entry refers to the web page
name (top and bottom indicating where the text will display), anything after
the = sign will appear on that particular web page.
########################################################################
## Text ##
########################################################################
Text.AccountBalanceDisclaimer=Transactions that have been authorized but not
yet posted may be included.
Text.AccountInformation = Top
Text.AccountInformationBottom = Bottom
Text.AccountMaintenance=Top
Text.AccountMaintenanceBottom=Bottom
**NOTE** Anytime you make a
change to your configuration files, you must restart the web application for
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How do I create or change user profiles for my Click2Gov Administrative
Console? You can change,
add or edit user profiles for your Click2Gov Administrative Console by
selecting User Maintenance once you log in using the default user id and
password. Select the User Maintenance Button from your Menu...here you can
edit, add or delete profiles and add/change privileges. Once you have
changed or added a profile, simply log off and you should now be able to log
back in using your newly created profile.
**Note** - User privileges may vary
with each Click2Gov application.
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How can I shield various project documents from being viewed by the general
public in my Click2GovPZ (Planning and Zoning) Application?
This can be accomplished by configuring
each document in Project Document Maintenance on your iseries server.
Navigate to the Planning and Zoning Main Menu and:
*
Select Project Processing Menu
* Select Project document maintenance
* Select the desired Document
* Select the option to Change the document
* You are now at the 'Change Project Document'
display, to hide or show the document via the web change the value for
'Public/private document' to
'Public or 'Private'
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How can I make sure that I am notified if my Click2Gov Payment Engine is
disabled? If the payment
engine is disabled due to a failure or connectivity issue, an email is
generated and sent to the addresses that are specified within your
configuration files. This email is sent out as soon as the Payment
Engine is disabled to inform you that there is a problem. You can change or
add the address by accessing your application config file -..for example in
your Tax application it would be named tx.cfg and cx.cfg for the
Utilities(CX) application. Open this file and search for the following
entry and add or alter the email addresses.
########################################################################
## Servlet Info ##
########################################################################
TechnicalManager= janedoe@hteinc.com,johndoe@hteinc.com
Remember to restart the web
application after making your changes.
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How do I make sure that the Business License web pins are printed on the
annual renewal notices for Click2GovBL (Occupational Licenses) ?
This can be accomplished by configuring
each classification to be allowed for internet renewal on your iseries
server. Navigate to the Occupational License Main Menu and:
*
Select File Maintenance
* Select Classification Codes File
* Select desired classification by taking a 2 to
change
* Enter through the general information screen
* You are now at the 'Classification Code General
Information' display - to allow internet renewal for any classification set
'Allow Internet use' to 'Y'
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I do not want closed tickets to be displayed via my Click2GovPT (Parking
Tickets) application. How can I adjust this ?
You can allow any status to be displayed
or hidden via the web by adding or removing the status code in the Citation
Codes Menu on your iseries server. Navigate to the Citation
Management/Parking Tickets Main Menu and:
*
Select Citation/Parking Tickets Codes Menu
* Select Internet Allowed Status Codes
* You are now at the 'Allowed Status Codes'
display, here you can add any status code to be displayed via your
Click2GovPT
website. Only the status codes
that you add here will display via the web.
**NOTE** - If you are a Naviline
customer, this menu option may not yet be available, please contact
Click2Gov Support for further assistance.
1-800-695-6915, Option 7 - Option 1.
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I am loading ptf's on my iseries, will this effect any of my Click2Gov web
applications? A ptf or
version change on your iseries may effect your Click2Gov web applications,
the best thing to do is contact the Click2Gov Support team to discuss the
version you are loading and the possible affects it may have to your web
applications. 1-800-695-6915, Option 7 - Option 1.
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Is
there a way to shield comments from the general public in Click2GovBP?
There is currently not an option to
hide comments from displaying; All of the Plan Tracking and action comments
will display via your Click2GovBP website. However, The Application
Miscellaneous notes do not display via Click2Gov or IVR, this may be a
viable alternative for internal notes that you do not want to display via
your website.
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I cannot schedule a "next day" inspection via our Click2GovBP module, how
can this be changed to display the available dates starting with the very
next day ? This can be
fixed by changing a system control setting on your iseries server.
Navigate to the BP Main Menu and :
*
Select File Maintenance
* Select System Control File
* Select System interface options
* Make sure that the Interface to Click2Gov for
BP is set to 'Y'
* Enter through this screen
* You are now at the 'Click2Gov for BP Inspection
Scheduling Options' display. If the "next day" inspection is not displaying
change the 'Allow current day inspections' value from 'N' to 'Y'
and specify a Time deadline.
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Where are the application and permit web pin numbers stored for Click2GovBP
on my iseries server?
The Application pin numbers are stored in the bp200 file - you can view this
pin by navigating to the BP Main Menu on your iseries server :
* Select Application Processing Menu
* Select Application Maintenance
* Position to the Application Number
* Take an option 5 to view
* The Application number is displayed at
the bottom of the screen
The Permit pin number is stored in the bp400 file - you can view this
pin by navigating to the BP Main Menu on your
iseries server:
*
Select Application Processing Menu
* Select Application Maintenance
* Position to the Application Number
* Take an option 5 to view
* F18 to view permit inquiry
* Select the desired permit
* The permit pin is displayed at the bottom of
the screen
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Does Click2Gov Use Cookies?
Click2Gov
applications (exclusive of Click2Gov Wireless) do not store cookies via end
user’s browser.
However, the JSP standard (which Click2Gov uses) for session implementation
does use cookies to pass session IDs from the server to the end user’s PC.
Since these cookies are only used for the current session, they exist on the
end user’s PC as memory objects only. We have found no instance where these
memory cookies have been stored outside of memory (on the hard disk drive,
etc.). Therefore, while cookies must be enabled to create a Click2Gov
session (log in), no cookies are stored on the end user’s PC.
Where advanced cookie options are available (such as Internet Explorer
6.0and above), the use of cookies can be restricted to either “Accept:
First-Party Cookies” or “Always allow sessions cookies.”
As far as security with these cookies is concerned, if the memory object
cookies are interrogated, the contents will be something similar to the
following.
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Cookie Name |
Cookie Value |
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sesessionid |
comment
..null
domain ..null
maxage ..-1
path ..null
secure ..false
version ..0
value ..KNPA5YMIDMYWJ23IWUKD2UA |
As you can see, the cookie only contains 2 relevant items; 1) the
value of
the current session ID and 2) maxage,
where -1 make the cookie (and session ID) invalid as soon as the session
ends (whether by timeout, session closure or browser termination). The
secure flag refers to extra security requirements for transmission of the
cookie (SSL status), but since these session cookies contain no sensitive
information, this flag is inconsequential. |
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What should I do about end-users that have disabled cookies for security
concerns?
The basic
facts are as follows:
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Click2Gov
is a session based JSP web enablement solution that requires the use
of server cookies (also called first-party cookies, see
Does
Click2Gov use Cookies?
above), server-side java, HTML and JavaScript.
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No
privileged user information is stored in the Click2Gov server
cookies.
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Browsers
allow end users to adjust security setting including denying the use
of JavaScript and disabling first-party and/or third-party cookies.
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Active
Scripting (such as JavaScript or VBScript) can be used to
interrogate the browser environment as to the enablement of server
cookies.
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HTML
cannot be used to interrogate the browser environment as to the
enablement of Active Scripting or first-party cookies.
Dealing with
cookie enablement is a difficult area that we have approached numerous
times since Click2Gov began in 1999. Unfortunately, especially as the
configurability of browser security has evolved, we have found there to
be is no obvious right or wrong solution.
On the one
hand is the user-friendliness issue that you raise. Shouldn't a web
page (or any application) interrogate the environment and advise the
user if there is a configuration issue that prevents normal operation?
I agree with you that it should, if the results can be predictable and
reliable.
On the other
hand, end-users that don’t want the invasiveness of cookies usually also
do not want their security settings interrogated. Therefore, end-users
that are concerned enough with security to disable first-party cookies
(a fairly innocuous item) also turn off Active Scripting (including
JavaScript, which I feel is potentially more malicious than first-party
cookies). This completely counteracts the effectiveness of any
JavaScript we might write to address enablement of cookies or the
JavaScript itself.
This makes
any coded solution both unpredictable and unreliable. The only
potentially effective solution is one of communication.
Explanation of cookie policies could be placed on the entry page, in the
optional column or through use of one of the user-definable buttons.
Unfortunately, users will seldom heed or even read all the warnings and
explanations put on web pages. However, end-users that disable cookies
and scripting can reliably and predictably expect most web application
to simply not work and in most cases not give them much if any
explanation of what went wrong. End-users that turn off scripting and
cookies shouldn't expect web applications to work and in most cases,
they are not users that will use web applications to look up personal
information or make payments online. For this reason we recommend that
this issue is one you simply ignore. You may need to explain this to a
very small percentage of your users that do contact you. That
doesn't mean you should complicate your website with unread warnings nor
scare users that are currently not overly concerned with this rare
potential security choice.
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What is the difference between Debit, Void and Credit in the Click2Gov
Console?
These three functions will allow you to
accept a payment, credit back the users credit card or void the transaction
altogether.
- Debit - Allows the agency to take a
payment for an individual customer. For Example...a customer calls
Customer Support and would like to make a payment over the phone; this
option allows the administrator to enter the customers utility account
information as well as the credit card information for payment.
- Credit - Allows the agency to
credit the users credit card for a particular transaction that has already
been settled via the Click2Gov Console. This process involves
selecting Credit from the Console and entering the users account number,
selecting the transaction to be credited and submitting. Once
credited, the transaction will show again in the pre-batch report and will
need to be settled. Once settled, the agency will have to back this
transaction out of Cash Receipts..(same procedure used for an insufficient
funds check)
- Void - Allows the agency to void a
transaction before it has been settled through Click2Gov. This
process involves selecting Void from the Click2Gov Console and entering
the users account number, selecting the transaction to be voided and
submitting. Once Voided, the transaction will no longer show in the
pre-batch report and the process is ended.
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Will our customers have to complete the registration process again if they
change their email address?
Yes, your
customers will have to complete the registration process should they choose
to change their email address within the Click2GovCX application.
Once the email address has been changed, their account will be reset, and
they will receive an email registration link that will have to follow
to enable their account again. As always, the customer will have to click on
the link (or copy and paste into an address bar) in order to view their
account information.
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How do our customers access the
billfold option in Utilities?
Currently, when your customers make a
payment they have an option to store their Credit Card information in the
Billfold . This checkbox appears on the Credit Card Information page and
is automatically selected, (they may deselect this option if they do not
want their information stored) In order for your customers to access
the Billfold they will need to select the Make Payments button from the Menu
and then select On demand payments. This is where your customers can
add, delete or edit their credit card information. Please be aware
that all credit card number are actually stored on your AS/400 and not on
the server itself.
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What
browser versions does Click2Gov currently support?
Click2Gov requires browsers to
support HTML 4.0 (and higher) and JavaScript. We have tested most of our
applications on Internet Explorer 6.0 (and higher) and Firefox 2.0 (and
higher), although, more recent applications and bug fix patches may only
have been thoroughly tested on the most recent versions of these browsers.
We suggest that you recommend to your customers that it is in their best
interest (both for performance and security) to upgrade to the current
version of whatever browser they are using. |
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What steps do I need to complete before our City brings Payments Online?
Once you are satisfied with your
testing period and wish to bring payments online for your customers
you will want to make sure a few steps are completed. You must make
sure that you have replaced your vitalnet.properties file in your payment
engine directory with the vitalnet.properties file saved in your "go live"
folder. This file would have been sent you to by a member of the
Click2Gov Team and contains the merchant information specific to your city
necessary to accept online payments. Once this file is replaced, you
will need to stop and start your payment engine. You will also want to turn
on the buttons specific to payments in your
cx.cfg (or
bp.cfg,
bl.cfg)
file located in the application folder in your 'cfg' directory on the
Click2Gov Server. Remember to restart the web applications after changes are made and
saved in the configuration files.
Please contact Click2Gov Support should you experience any problems with
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How do our
AOL clients finish the registration progress?
Since AOL does not convert
hyperlinks from non AOL users, your customers will have to copy and paste
the URL link into their internet browser to complete the registration
process for Utilities. You can take advantage of the user defined
functions that Click2Gov offers to relay this to your customers via the
registration email. This change will be made in your hte.cfg file
located in :\bea\c2gdomain\applications\Click2GovCX\cfg. Find the path PinMail.Opening= Anything input after the = will appear in the
registration email.
Once you have entered the desired text, remember to restart the Click2GovCX
application in Web sphere for your changes to take effect. An
example of a modified registration email is below:
**** Please save this email for future reference **** ****ATTENTION AOL
USERS**** Please Cut & Paste the Address Below!!!
Please follow the link below to complete the registration process:
https://mycity.com/Click2GovCX/LoginValidate.jsp?eVal=1&UID=000103-00092728
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How do I verify
SSL connectivity between the Click2Gov
server and Vitalnet?
On the Click2Gov Server, bring up a browser
(Internet Explorer or Netscape) and type
in the following URL:
https://ssl.pgs.wcom.net
This will verify that you have currently have SSL successfully
connecting between your Click2Gov Server and Vitalnet. Your message should
read
SSL Payment Gateway
Connectivity Confirmed
If you should receive
another message, please contact the Click2Gov support line for additional
assistance.
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What files should I send the Click2Gov Support Staff to
review should I experience an error with any of the Click2Gov products?
When experiencing errors with your Click2Gov Website,
it is necessary for the support staff to review certain files or logs. These logs will help to gather more information regarding the
origin of the
error or issue you are experiencing.
If you are experiencing problems with the Website
such as pages not being displayed or error messages; we will need the
following files
On the Click2Gov Server, the following files are located under
:\bea\c2gdomain\applications\Click2GovCX\cfg
Please keep in mind that the name of the logs will
change with each application. For example, if you were experiencing a
problem with Building Permits, you would forward the bp.cfg, bpout.txt
and bperr.txt. The same applies for Business Licenses, Planning and
Zoning, etc.
If you are experiencing problems with the payment
engine, we will need the following files in addition to the above stated log
files.
The following files are located with the payment
engine.(\bea\c2gdomain\applications\Click2GovCX\Paymentengine)
- ccpProxy.log
- ccpProxy.properties
Also, please send the Event Viewer Logs when you are
experiencing errors with any application. Instructions on how to
access your
Event Viewer files can be found in the FAQ list.
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How do I access my Event Viewer Logs?
The Event Viewer is a
repository for events, whether they are critical such as an interruption in
your power supply or events that do not require immediate attention. When
asked by the Support Staff to forward your Event Viewer files, you will be
sending three different logs.
- The System Log contains
events that are logged by system components.
- The Security Log contains
events when auditing is enabled, such as user log on, file and directory access.
- The Application Log contains
events that are generated by applications such as tape backup programs, Web
Servers or other applications.
From your Click2Gov Server, please use the following instructions
to forward your Event Viewer logs:
Start->Settings->Control
Panel->Administrative Tools->Event Viewer
Select Application Log.......under
Actions....Save Log files as ......APP0315002 (using the current
date)
For example: the date is March 15,
2003....you would save the file as App0315002.
Select Security Log....under
Actions.....Save log files as..........SCC0315002 (using the
current date)
Select System Logs.....under Actions......Save log files
as...........SYS0315002 (using the
current date)
Exit the program and email the files
from the location you saved them to.
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