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0 Replies and 6136 Views Updating custom Crystal Reports to work with UTC dates    6136  0 Started by  Rod Weir HelpMaster v12 changes the way date data is stored in the database.  If you have created custom Crystal Reports (or other reports in other solutions), you will need to update your reports to reflect accurate date information. For information about how to convert / write Crystal Reports to work with UTC dates, please refer to this knowledge base article PRD Software also offer a Report writing and development service as part of our professional services.  Read about this here http...
0 6136
02/23/2012 9:53 PM
0 Replies and 5705 Views Custom report swap-shop now open for business!    5705  0 Started by  Rod Weir PRD Software is pleased to announce a new section of the HelpMaster Pro website.  The custom report swap shop is an on-line, community driven page on this web site that will allow the development, sharing and uploading of custom reports for HelpMaster Pro. VIsit the custom reports swap shop today.
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03/13/2008 6:49 PM
0 Replies and 9205 Views Use PowerBI for HelpMaster dashboards  9205  0 Started by  Rod Weir Microsoft PowerBI is a powerful dashboard tool that allows you to quickly create dashboards based on your helpdesk / service-desk data.  With an ever-increasing array of visualizations, stylings and data connectors, it's easy to get the data you need.   PRD Software is currently working on a range of different PowerBI dashboards that leverage HelpMaster's reporting queries and data.  This will be make available in a future release. What measures are most important at your w...
0 9205
09/23/2016 3:03 PM
0 Replies and 5898 Views Create a helpdesk dashboard using Excel pivot tables  5898  0 Started by  Rod Weir This older blog post has just been updated to include auto-refresh time, and other information about how to change the database connection, and query properties.     Also includes a sample download for you to try. Build a dashboard today!  It's fun. http://www.helpmasterpro.com/Community/Blogs/Post/1457/Build-a-help-desk-reporting-dashboard-using-Excel
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09/16/2015 10:23 AM
1 Replies and 6043 Views Reports using custom fields  6043  1 Started by  Anne Savoie Can I run a report that will be able to filter info from our clients custom fields   Thanks, Anne C/W MARS, Inc.
1 6043
by  Scott McRaeJump to last post
12/15/2014 1:16 PM
1 Replies and 11517 Views Problem / Issue hierarchy report and how to bulk-reclassify issues for jobs.  11517  1 Started by  Rod Weir How is your issue / problem hierarchy looking these days&160; Is it out-of control&160; If it is, then there's a good chance that the jobs you are logging are not being classified correctly - there's either too much choice, or it's just downright confusing.&160; Either way, an out-of-control Issue hierarchy can affect your reporting and overall efficiency of your helpdesk. See the next post for a link to download a simple, but useful report for a HelpMaster Pro cleanup.&160; Save it int...
1 11517
by  Rod WeirJump to last post
08/15/2012 9:01 PM
0 Replies and 4636 Views The issue hierarchy field in v11 reports and database  4636  0 Started by  Rod Weir Received via tech support regarding the change in reporting fields between v10 and v11 I remember that the Issue 1, Issue 2, Issue 3 and Issue 4 are variables that I declared to break up the Issue field to report different category levels. How is it now with the version of helpmaster Is there fields that I can use to report different level of call issue type &160; The Issue1, Issue2 etc fields are no longer part of the base reporting views.&160; They have been replaced with the comp...
0 4636
09/26/2011 7:46 PM
0 Replies and 4595 Views Report request - Hours to close in business hours  4595  0 Started by  Rod Weir Submitted to our tech support today Is it possible to have a report to have a report called Hours to close jobs (business hours).&160; Similar to the priority manager that can compare how many business however the job has been opened rather than the total hours....eg a job that has been opened on Friday afternoon at 4pm and closed Monday at 10am has only taken 2 hours rather than 50 hours &160; Thanks for the suggestion.&160; We'll definately look at creating this report and others li...
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09/14/2011 8:32 PM
0 Replies and 4818 Views Reporting in v11 blog  4818  0 Started by  Rod Weir Reporting in v11 blog.&160; http://www.helpmasterpro.com/Community/Blogs/EntryId/77/A-look-at-the-new-reports-and-reporting-structure-in-HelpMaster-v11.aspx &160;
0 4818
07/22/2011 1:07 AM
7 Replies and 17806 Views How do you define response time?  17806  7 Started by  Rod Weir Hi HelpMasters, We are currently in the process of creating new reports for the next release of HelpMaster.&160; The new reports will display details about reponse times / sla's / time periods etc.&160; In order to create the most useful reports, we are seeking some feedback on the topic of response times. How do you define response time Is it the date / time when you acknowledge the job (using the dedicated 'Acknowledge job' action button Is it the first staff action after t...
7 17806
by  Rod WeirJump to last post
03/24/2011 6:20 PM
1 Replies and 8845 Views Can't run reports  8845  1 Started by  Adam cwt &160;Hi, We moved our HM Pro software to a different server a while ago and everything is working fine except we can't run report and get below error. &160; Version :6.0.8005 Does any know what could cause to this issue&160; Thanks Error Number: -2147206463 Product: Desktop Error Description:&160; Error Source: HMP6Reports.clsDisplayReport.DisplayReport Dll Version Info: PRDErrorTrap = 6.0.8005; &160;HMP6GUI = 6.0.8005; &160;PRDCGUI = 6.0.8005; &160;HMP6BLL = 6.0.8005; &160;HM...
1 8845
by  Rod WeirJump to last post
02/21/2011 1:28 AM
0 Replies and 5558 Views New SLA response time report now available in the reports swap shop  5558  0 Started by  Rod Weir Just uploaded a new SLA style report.&160; Lots of graphs to show whether jobs have been acknowledged within 4 hours. &160; Check it out here http://www.helpmasterpro.com/Community/HelpMaster-custom-reports-swap-shop.aspx &160; &160;
0 5558
09/28/2010 8:29 PM
0 Replies and 5108 Views New report available in swap shop - Staff activity weekly summary  5108  0 Started by  Rod Weir Hi everyone, I've just uploaded a new report to the report swap-shop. It's a variation on the weekly staff activity report, and it's quite revealing.&160; Download it now and give it a go. http://www.helpmasterpro.com/community/helpmaster-pro-custom-reports-swap-shop.aspx Rod
0 5108
04/28/2010 7:11 PM
1 Replies and 8572 Views Crystal Reports 2008 runtime components  8572  1 Started by  Joanne Crang Where do I find the Crystal Reports 2008 runtime components to download from your site Had them the other day and now can't find them! Thanks Joanne
1 8572
by  Rod WeirJump to last post
12/13/2009 5:11 PM
1 Replies and 10314 Views Use Excel to create powerful reports  10314  1 Started by  Rod Weir Hello helpdeskers, I've just written a blog on using Excel to create powerful PivotTable and PivotChart reports.&160; Check it out - this reporting technique is very powerful and easy to do. http://www.helpmasterpro.com/commun...art-2.aspx Hope it helps, Rod &160;
1 10314
by  jsuhleJump to last post
08/23/2009 10:25 PM
6 Replies and 6659 Views Reports not showing every job!  6659  6 Started by  Joanne Crang I have been running reports (tried various different ones) all with the same filter.&160; The filter includes all jobs logged within the last 7 days and all non closed status's.&160; I have run this same filter through the job finder screen as well. Three of my jobs do not appear when I run the reports; however these 3 reports do appear on the job finder window.&160; Is there any reason I'm missing as to why I can't see them in a report&160; They look normal to me and pass the filter crite...
6 6659
by  Rod WeirJump to last post
05/18/2009 7:35 PM
1 Replies and 6593 Views Sorting Our Reports  6593  1 Started by  Joanne Crang Hi, Is there anyway I can sort the content of a report on a certain field Joanne
1 6593
by  Rod WeirJump to last post
05/18/2009 7:33 PM
0 Replies and 5140 Views Updated staff activity reports  5140  0 Started by  Rod Weir Hello helpdeskers, Since the HelpMaster Pro v9 release, the staff activity reports have not worked correctly.&160; A fix is now available. Attached to this post (see link below) is a zip file of the 5 fixed staff activity reports.&160; Simply download this file, unzip it, and copy the reports over the top of your existing reports. The monthly summary report has been updated so that it also includes a breakdown of not only how many actions each staff member has performed during the reporti...
0 5140
03/09/2009 10:07 PM
1 Replies and 7612 Views Daily running total report - comments  7612  1 Started by  Rod Weir Sent in from a client regarding the daily running total report... 'Is there a way of applying a filter to make it have a daily running total instead of weekly Can filters be applied to custom reports I would be interested to know as we report on two different business units (subsidiaries in a way I guess you could say) separately' &160;
1 7612
by  Rod WeirJump to last post
03/25/2008 11:40 PM
2 Replies and 8152 Views Custom Fields defined against assets  8152  2 Started by  Daryl Quadros Hi, I'm trying to pull together a report that contains a set of specific assets and which clients they are linked to. In this report, I also need to pull out a specific custom field that is defined against the asset - in which tables can I find the custom field information and how is it linked to the assets Thanks in advance, Daryl.
2 8152
by  Rod WeirJump to last post
11/03/2007 12:42 AM
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October 2019 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available.  This release focusses on workflow stability, enhancements and other fixes. For a list of the ma...

August 2019 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available.  This release has some great workflow improvements, new control set fields, a new manager feature, ...

Allow staff to view all jobs, all skillgroups by Rod Weir in Installation, configuration and upgrading with 0 replies By default, staff members can only view and action jobs that are assigned to the skillgroup(s) that the staff member belong to.  Fine-level contr...

June 2019 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available.  This release builds upon features and stability, particularly in the workflow, and change manageme...

Change Management by Rod Weir in Using HelpMaster with 0 replies Change Management in HelpMaster is a relatively new feature that is evolving rapidly.  Based off live-use in small and large departments, our &qu...

October 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release focusses on workflow stability, enhancements and other fixes. For a list of the ma...

August 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release has some great workflow improvements, new control set fields, a new manager feature, ...

Allow staff to view all jobs, all skillgroups by Rod Weir in Installation, configuration and upgrading By default, staff members can only view and action jobs that are assigned to the skillgroup(s) that the staff member belong to.  Fine-level contr...

June 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release builds upon features and stability, particularly in the workflow, and change manageme...

Change Management by Rod Weir in Using HelpMaster Change Management in HelpMaster is a relatively new feature that is evolving rapidly.  Based off live-use in small and large departments, our &qu...

April 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release builds upon features and stability, particularly in the workflow, change management a...

February 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release builds upon features and stability, particularly in the workflow and web portal. F...

RE: Job Templates get a new config option for web-based jobs by Rod Weir in Web Portal, client self-service and remote access Just further to this topic....if using workflow to log a new job from a job that already contains control sets, and you are using the option to transf...

November 2018 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release contains lots of fixes, performance tweaks, improved workflow capabilities, improved ...

Quick Re-assign from an "Unassigned" skillgroup queue by Rod Weir in Using HelpMaster The upcoming November release of HelpMaster contains a small, but very handy new feature. When a job is assigned to the "Unassigned" queu...