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2 Replies and 4568 Views How to get Priority Manager & Email Manager to start automatically    4568  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...
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by  Dennis OdriJump to last post
04/30/2012 8:21 PM
0 Replies and 2464 Views Understanding the HelpMaster version number    2464  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; ...
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07/18/2011 6:32 AM
0 Replies and 2908 Views Video - How to upgrade your HelpMaster database    2908  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 2675 Views Remote installation and upgrade service now available    2675  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 2997 Views 32bit or 64bit version of HelpMaster?  2997  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 2449 Views v12 Web Interface fails after installing on Windows Server 2008 RTM with IIS7.  2449  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.
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11/13/2012 5:10 PM
0 Replies and 2160 Views Citrix and Email Session Options  2160  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 ...
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10/22/2012 7:48 PM
0 Replies and 6798 Views Screen flickering when using Citrix  6798  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 2326 Views Testing HelpMaster before / after upgrading  2326  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...
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05/20/2012 5:51 PM
0 Replies and 2410 Views Web Interface AD login always presents a challenge login scren.  2410  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 2963 Views Deploying the HelpMaster MSI via Group Policy and a Transform file.  2963  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 ...
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11/02/2011 7:30 PM
1 Replies and 3960 Views Automatically setting the database connection for computers  3960  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...
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by  ItroJump to last post
07/23/2011 4:04 AM
4 Replies and 7320 Views MSI unattended installation / command line installation / msi switches  7320  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...
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by  Rod WeirJump to last post
07/11/2011 6:28 PM
1 Replies and 3902 Views Attachment Issue  3902  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...
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by  Dennis OdriJump to last post
04/06/2011 8:23 PM
1 Replies and 3207 Views Configuration/Customisation  3207  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...
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by  Rod WeirJump to last post
02/09/2011 11:22 PM
0 Replies and 2667 Views Bulk updating user preference settings  2667  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...
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10/06/2010 12:14 AM
0 Replies and 4605 Views v10 Upgrade and Registration FAQ now available  4605  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
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09/08/2010 9:50 PM
2 Replies and 5889 Views .NET Framework 4 Problems  5889  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...
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by  Dennis OdriJump to last post
07/09/2010 12:47 AM
2 Replies and 4361 Views 9.1.3 MSI Download Corrupt?  4361  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
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by  Rod WeirJump to last post
02/02/2010 9:19 PM
3 Replies and 4063 Views Helpmaster V9.Web Interface AD Auto Logons / Timeout Settings  4063  3 Started by  Nathan Hood Hi Guys, I see you've updated the web application in V9 so that it prompts the user to kick the current user off if there is already an active session that hasn't timed out when using automatic logon facilitated by AD Integration. This is a step in the right direction I think. I'm thinking that I set the timeout period to something like 30 minutes so that: Scenario 1) If a user leaves a session open, it will be ended within 30 minutes so that they aren't prompted to kick their old session off...
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by  Suman DasJump to last post
05/04/2009 10:24 PM
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Configuration Management by Guy in Using HelpMaster with 1 replies I looking people using Helpmaster for Configuration Management (CM) down to the Configuration Item (CI) level. How have you have built your CM tr...

HelpMaster website update by Rod Weir in Announcements with 0 replies In preparation of the v17 release, the HelpMaster website has had a make-over. The new-look site provide additional information about the capabilit...

Email tags not working. by David C in Email Manager with 1 replies Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not ...

Knowledge Base improvements by Rod Weir in Wishlist with 0 replies We've recently received some requests to improve the knowledge base feature in HelpMaster via our support channel.  I'm re-posting some of the id...

Triggered Events on Assets by Josh B in Priority Manager and Triggered Events with 2 replies I want to set up some automation for Assets but I need some help.  Rather than sending a support email through, I thought I'd share the developme...

Automatically unsuspending jobs by Josh B in Priority Manager and Triggered Events with 2 replies Today I implemented some Priority Manager profiles to automate the unsuspending of jobs once a target date is reached.  Thought I'd share... ...

Use PowerBI for HelpMaster dashboards by Rod Weir in Reports and reporting with 0 replies Microsoft PowerBI is a powerful dashboard tool that allows you to quickly create dashboards based on your helpdesk / service-desk data.  With an...

Template catalogs by Rod Weir in HelpMaster development with 0 replies Another great new feature of v17 is "Template Catalogs".  Template catalogs are groupings of Job Templates and Knowledge Base articles.  E...

Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development with 4 replies The next version of HelpMaster has a radically improved workflow system with lots of new workflow objects.  One of the most powerful and useful i...

Clients can now link to multiple sites by Rod Weir in HelpMaster development with 0 replies Another handy feature of HelpMaster v17 is the ability to link clients to multiple sites.  Previously clients could only be linked to 1 site only...

RE: Configuration Management by Rod Weir in Using HelpMaster Hi Guy, Once assets are in the system, they are generally linked to other entities (Clients, Sites, Knowledge Base articles, and even themselves).&...

Configuration Management by Guy in Using HelpMaster I looking people using Helpmaster for Configuration Management (CM) down to the Configuration Item (CI) level. How have you have built your CM tr...

HelpMaster website update by Rod Weir in Announcements In preparation of the v17 release, the HelpMaster website has had a make-over. The new-look site provide additional information about the capabilit...

RE: Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development Hi Josh, Thanks again for the feedback and ideas. The new workflow designing has some of these things already.  Keyboard support has been i...

RE: Spotlight on workflow object - Log new job by Josh B in HelpMaster development Couple more ideas for workflows. First, I want to point out that the pattern I have adopted is to have an message box present instructions then an act...

RE: Email tags not working. by Rod Weir in Email Manager Hi David, Thanks for the information. Can you tell us what version of HelpMaster you're using, as well as what module is sending the email (Deskto...

Email tags not working. by David C in Email Manager Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not ...

RE: Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development Hi Josh, Thanks for you post – some good ideas and feedback here as usual. Your idea of having a pre-job workflow is something we’ve alr...

RE: Spotlight on workflow object - Log new job by Josh B in HelpMaster development Over the past couple of days I have been looking at workflows in v16.10.17.4 (without the changes mentioned above). We are attempting to map one of o...

RE: How to improve SQL Server performance and thus HelpMaster's too. by Josh B in HelpMaster SQL Server database Thanks for the tip about business time. Makes total sense. Can you elaborate on anything we can do in terms of database maintenance, indexing or o...