Here's a new-year's Priority Manager profile for you.  This profile will send a "hurry up" email to the owner of any jobs that are due to be completed within the next 2 hours.  This style of profile is very useful in an SLA breach situation where you need to know which jobs are about to exceed an SLA that you (or your clients) have defined.

Here goes.

First start by Creating a new Priority Manager Profile (HelpMaster Pro modules menu) and defining what to look for by using the Job Finder.

Once you select what you're looking for, click on "Return search criteria to Priority Manager".

Now that you've defined what you SLA is, it's time to tell the HelpMaster Pro Priority Manager what to do with the jobs that match this criteria.  In this type of profile, some sort of notification is appropriate.  Click on the "Actions to perform" tab.

Where going to send an email to the person that is assigned the job to "hurry up".

Using an Action template to send the email is better than just sending an email via the "Email" tab of the Priority Manager.  When an action template is used, this SLA action will appear in the action log of the job - a good piece of historical SLA information.   By having another entry in the action log, also allows you to configure other Priority Manager profiles based on the "Date Last Actioned" attribute of a job.  An action template also allow you to set other details about the job, for instance the status, assignment, time and expense etc.
 

Finally, set the frequency that this profile should run at.  By keeping the frequency timer low, it means that the Priority Manger will scan for jobs matching this criteria often - meaning that as soon as a job meets falls into this category, the email will be sent within 5 minutes.

Note that setting this frequency too low will mean the Priority Manager will spend a lot of time checking the HelpMaster Pro database = something that may slow performance.  Getting the right balance of frequency is a tradeoff between database performance and an accuracy of SLA management.

The Priority Manager is an integral part of HelpMaster Pro.   If you haven't been using it to help manage your helpdesk, then you're really missing out on an important part of the workflow engine of HelpMaster Pro.  If you need help getting some ideas going, please post here and I'll be glad to help out.

Make 2008 the year of the Priority Manager - you'll be surprised at what it can do.

Best regards,

Rod