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2 Replies and 7889 Views How to get Priority Manager & Email Manager to start automatically    7889  2 Started by  Dennis Odri We've experienced, and had reports of clients experiencing, difficulties getting the HelpMaster Pro services to start automatically after a system reboot. We finally managed to acheive reboots of our server where every single service that we want running successfully starts automatically. We did this by adding service dependencies to the following services; HelpMaster Pro 8 Email Manager Service (HMP8EmailManagerService) HelpMaster Pro 8 Priority Manager Service (HMP8PriorityManage...
2 7889
by  Dennis OdriJump to last post
04/30/2012 8:21 PM
0 Replies and 4748 Views Understanding the HelpMaster version number    4748  0 Started by  Rod Weir HelpMaster by the numbers - what does the version number mean v11.0.1.234 What's in a number HelpMaster is written in Microsoft .net programming languages, which means when it's compiled, the file version ends up being a 4 digit number that corresponds to Major.Minor.Revision.Build Think of these 4 number as Major release .&160; Feature release &160; .&160; Maintenance release &160; . &160;Compile number The first number will always be the major version of the software.&160; ...
0 4748
07/18/2011 6:32 AM
0 Replies and 5302 Views Video - How to upgrade your HelpMaster database    5302  0 Started by  Rod Weir Sometimes it is necessary to upgrade your HelpMaster SQL&160;Server database.&160; This is usually only necessary during major product upgrades, although sometimes it is required for a maintenance release.&160; The version history and release notes will let you know when a database upgrade is necessary. When your database does require updating, you always use the HelpMaster Database and Reports Wizard to do the job.&160; The Database and Reports Wizard can be installed when you installed He...
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11/24/2010 8:14 PM
0 Replies and 4834 Views Remote installation and upgrade service now available    4834  0 Started by  Rod Weir Today PRD Software have implemented a new service that will help organizations to install, configure or upgrade their HelpMaster Pro installations. With our new remote installation/upgrade service, all of the upgrade work is performed by us, via a remote desktop connection into your organization.&160; This service has been designed for the busy helpdesk where you cannot afford helpdesk downtime while your perform an upgrade or installation. Read all about it here http://www.helpmasterpro.com...
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03/31/2009 8:18 PM
0 Replies and 390 Views Allow staff to view all jobs, all skillgroups  390  0 Started by  Rod Weir 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 control of these permissions is governed via the "Job Security Role" that they belong to per skillgroup. However, there is another setting in HelpMaster that allows staff to view and action ANY job in ANY skillgroups.  This is an over-ride setting and can be found in the "Application Security Role".  If this option is ch...
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07/18/2019 10:02 AM
0 Replies and 5779 Views 32bit or 64bit version of HelpMaster?  5779  0 Started by  Rod Weir HelpMaster is available in both 32bit and 64bit versions. If using Microsoft Outlook, you need to use the same bitness version that Outlook is using.  ie.  If you use the 32 bit version of Oulook, you&39;ll need the 32 bit version of HelpMaster. You can use a mixture of 32 and 64 installs throughout your business as per individual machine configuration.  Both 32 and 64 bit HelpMaster modules can connect to a 32 or 64 bit SQL Server. * 64 bit version can only be installed ...
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04/05/2013 12:01 AM
0 Replies and 4613 Views v12 Web Interface fails after installing on Windows Server 2008 RTM with IIS7.  4613  0 Started by  Dennis Odri The HelpMaster v12 Web Interface fails with  "Cannot display the webpage" after installing to Windows Server 2008 RTM (non R2) with IIS7. Full details inc. the cause and resolution of this issue are contained in our Knowledge Base article here... Please contact PRD Support if you have any difficulties resolving this issue.
0 4613
11/13/2012 5:10 PM
0 Replies and 4340 Views Citrix and Email Session Options  4340  0 Started by  Support Questas Hi, We are using Citrix XenApp 5 with Windows 2008 with HM v12.9.19.229 and Outlook 2003. Most of our users use the desktop version of HM with the the option "Default Email System" option set under "User preferences > Email" . With this option selected we are getting error reports from HM when we try and use the address book, if we type the email address in completely it works fine. I know we can use CDO but our users need the address book. I think the problem is because ...
0 4340
10/22/2012 7:48 PM
0 Replies and 10571 Views Screen flickering when using Citrix  10571  0 Started by  Rod Weir Here&39;s a link to a Microsoft knowledge base article that may be helpful if you are experiencing screen flickering whilst using Citrix. http://support.microsoft.com/kb/955692/en-us    
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09/11/2012 9:03 PM
0 Replies and 4376 Views Testing HelpMaster before / after upgrading  4376  0 Started by  Rod Weir When testing HelpMaster either before or after an upgrade, remember that modules like Email Manager and Priority Manager have the ability to send lots of email depending on their configuration.  Please be aware that even though you may be testing these modules against a copy of your database, remember that the email addresses in this backup database are real email addresses.  If any of your HelpMaster processes for EM or PM send email, it will send email to a real address. For testi...
0 4376
05/20/2012 5:51 PM
0 Replies and 4642 Views Web Interface AD login always presents a challenge login scren.  4642  0 Started by  Dennis Odri When trying to login to the Web Interface using AD credentials a domain login screen repeatedly pops up and doesn&39;t accept credentials. This issue may occur after upgrading to any version greater than HelpMaster v10 which uses the Microsoft Dot.Net Framework v3.5 SP1. This is a security "enhancement" that Microsoft have put into place with .Net v3.5 SP1. The full nature of this issue and the resolution is outlined in our knowledge base article here...
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04/30/2012 8:48 PM
0 Replies and 4798 Views Deploying the HelpMaster MSI via Group Policy and a Transform file.  4798  0 Started by  Dennis Odri The HelpMaster MSI file can be used to automate deployment of the HelpMaster Desktop and any other HelpMaster modules for that matter. Unfortunately a limitation is that you cannot use the normal Windows Installer command line switches to choose which components will be deployed. This is where the transform file comes into play. What is a Transform A Transform (*.MST) file allows you to collect installation options for programs that use the Microsoft Windows Installer in a file. They can ...
0 4798
11/02/2011 7:30 PM
1 Replies and 7180 Views Automatically setting the database connection for computers  7180  1 Started by  Rod Weir When HelpMaster starts, one of the first things it will do is attempt to connect to the SQL&160;Server database.&160; It reads the connection information from an encrypted string that is stored in an XML file called 'Application Settings.xml' If this file does not exist, HelpMaster will prompt you to connect to a database. When setting up new users, sometimes it is desireable to have this settings already set, so they don't have to manually set it.&160; One way of achieving this would be to...
1 7180
by  ItroJump to last post
07/23/2011 4:04 AM
4 Replies and 11235 Views MSI unattended installation / command line installation / msi switches  11235  4 Started by  Rod Weir From the v9.0.4 release of HelpMaster, the installation package has been updated to better support command line installation. Here's a page lifted from the helpfile that explains the settings.&160; For further information about this technology, please refer to the Microsoft website listed below. MSI switches The HelpMaster installation package uses Microsoft Windows Installer technology.&160; This means that it can be installed via a command line interface by using the Microsoft MSIEXEC t...
4 11235
by  Rod WeirJump to last post
07/11/2011 6:28 PM
1 Replies and 7182 Views Attachment Issue  7182  1 Started by  chrisl Hi, &160;&160; I'm fairly new to the Helpmaster software, so be gentle ! &160; I've helpmaster 10 up and running ok, its configured for web access which is also ok. &160;My problem is when i try to attach an attachment. &160; &160; Here's my scenario. &160; &160; Click on new job icon. Select template Enter details in the job details field So far so good &160; In the attachments field i click browse, which brings up an explorer box and i'm able to select a fi...
1 7182
by  Dennis OdriJump to last post
04/06/2011 8:23 PM
1 Replies and 6029 Views Configuration/Customisation  6029  1 Started by  John Warner Hi All, Is anyone aware on how customisable HelpMaster is. Our site is set up so we receive calls from Clients wanting to book Video Conferencing but we do not have a sync with AD&160;so end users are not actually in the system. I am wanting to set the system up so that you have a master/parent site and then have the opportunity to select a site location from a drop down box, say select ----->-----> , be we also need to add a custom field so I can add details of staff member booking the ser...
1 6029
by  Rod WeirJump to last post
02/09/2011 11:22 PM
0 Replies and 5359 Views Bulk updating user preference settings  5359  0 Started by  Rod Weir Sometimes its desireable to bulk-update user settings.&160; These are are settings found under the 'Settings > User preferences' menu.&160; Most of the settings here are stored in the HelpMaster database in the 'tblUserSettings' table and follow a simple 'settingname=value;settingname1=value;settingname2=value' format.&160; You can see the individual settings on the 'User settings'&160;tab of the User preferences screen. For example, you might have just changed email systems from CDO Sys an...
0 5359
10/06/2010 12:14 AM
0 Replies and 6831 Views v10 Upgrade and Registration FAQ now available  6831  0 Started by  Rod Weir Hi HelpMasters, A new frequently asked questions (FAQ) page on upgrading and registration is now available.&160; Check it out here http://www.helpmasterpro.com/Suppor...tions.aspx &160; &160; Let me know if we've missed something. Rod
0 6831
09/08/2010 9:50 PM
2 Replies and 9070 Views .NET Framework 4 Problems  9070  2 Started by  Jesse Harvey Hi, We currently have Helpmaster version 9.1.5.212 packaged up&160;for deployment to our Windows 7 environment. At the start the deployment was working fine. However since it was first deployed we have recieved an update via our WSUS server for 'Microsoft .NET Framework 4 Client Profile' which we have applied to our Windows 7 workstations. Since putting this patch on Help Master has stopped working. When you try to launch it we get a .NET Framework Initialzation Error stating 'Unable to find a...
2 9070
by  Dennis OdriJump to last post
07/09/2010 12:47 AM
2 Replies and 7807 Views 9.1.3 MSI Download Corrupt?  7807  2 Started by  Anzacspo Is it just me or is the MSI download of 9.1.3 from Mediafire corrupt The MSI install fails out stating the internal setup.cab file is corrupt. - Nathan
2 7807
by  Rod WeirJump to last post
02/02/2010 9:19 PM
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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...

Building knowledge management and KCS into the workflow by Rod Weir in Using HelpMaster with 0 replies Here's a workflow idea to assist with improved knowledge base articles and knowledge management / KCS As part of a support workflow, build into...

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...

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...

Building knowledge management and KCS into the workflow by Rod Weir in Using HelpMaster Here's a workflow idea to assist with improved knowledge base articles and knowledge management / KCS As part of a support workflow, build into...

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...

Workflow email object - email account by Rod Weir in Using HelpMaster The up-coming release of HelpMaster will have a lot of workflow improvements.  One of these is in the email object.  It is now possible to c...

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 interface, 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...