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0 Replies and 7046 Views Error when opening a report on Windows Vista    7046  0 Started by  Rod Weir A number of people are getting an error when trying to run any report on Windows Vista.&160; I've just created a new knowledge base article regarding this issue, however I'll also post it here for the sake of searchability and visibility. Best regards, Rod Attempting to run any reports on a Vista machine results in an unexpected error When attempting to run any report on a Vista machine, the following unexpected error occurs. &160;'System.Reflection.TargetInvocationException: Unable t...
0 7046
02/27/2008 4:35 PM
0 Replies and 2034 Views Video settings on 4K monitors and/or high DPI settings  2034  0 Started by  Rod Weir We&39;ve recently been getting bug reports of not being able to select items from drop-down boxes on the job screen (and others) when using high-res monitors and/or high DPI settings. The next maintenance release of HelpMaster will correct this issue.  In the meantime, as a work-around, there are a couple of options. Adjust the DPI settings for the monitor that you&39;re using HelpMaster on to use 100 Use the the keyboard to select items in the drop-down boxes  
0 2034
08/05/2018 8:46 AM
1 Replies and 2990 Views Email Manager and Priority Manager services  2990  1 Started by  Josh B Recently we have had a number of problems with the Email Manager and Priority Manager.  We have worked through all of these issues on a case-by-case basis with PRD, but I thought it worth mentioning here in case others are experiencing problems. Some of the issues we&39;ve experienced are: The Email Manager service and Priority Manager services stop processing new items.  Looking in Windows Services, the services appear to be running.  Restarting the service may or may n...
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by  Rod WeirJump to last post
08/01/2018 11:56 AM
1 Replies and 6211 Views Template Attachments do not rename when used to instantiate a job  6211  1 Started by  Daniel G Not sure if this is a bug or feature or limitation of the templating ... but... When I add a file to a HD job as an attachment, it is automatically renamed after the job number.  Great. However if I add an attachment (in this case, a templated checklist in Excel format) to a template, and then create a job based on that template, what I had expected to happen was that the attachment too would be treated like a template, and renamed in line with how other attachments get renamed. Not so :...
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by  Dennis OdriJump to last post
04/06/2016 1:26 PM
0 Replies and 6936 Views Incoming email tags  6936  0 Started by  Menard Butac I&39;m trying to make use of the Incoming email tags in the Email template. What I observed though, is that the incoming email shows either the original message, or the 2nd to the latest email. We&39;re after preserving the latest email trail when replying to the customer. I might be using it wrong though so any input is greatly appreciated.
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04/15/2014 5:04 PM
1 Replies and 6991 Views Email manager attachments  6991  1 Started by  ITMetro Hi I think I have an issue with email manager attachments. We are using HMP to liaise with an external contractor. Scenario: 1. A job with an attachment is emailed to the helpdesk via email manager. This is done by a staff member. 2. Email Manager logs the job, with the attachment, and sends a notification&160;email to the contractor - with the attachment (I use Job_JobAttachments_Attach>) - No problem. The attachment appears in the job. Cool. 3. The contractor responds to the email receiv...
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by  Scott WardJump to last post
11/05/2012 5:23 PM
0 Replies and 4376 Views Attachments horizontal splitter bar moving to the top of the window  4376  0 Started by  Rod Weir Does the splitter bar for the attachments tab sometimes end up at the top of the screen  Drive you mad Worry no more.  We&39;ve found the reason and are working on a fix right now.  New release out soon. Do you have another annoying bug/issue that would like us to look at Let us know and we&39;ll get it sorted.  
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08/02/2012 7:44 PM
3 Replies and 6492 Views Active Directory Sync v12  6492  3 Started by  Support Questas Hi, I have version 12 and the new AD sync tool is great. There is one thing which I have just found that I&39;m not sure if it is by design or not. I have sync&39;d users from AD which had a title in the Job title Field in AD and the titles came across to the Job Title in HM no problems, however the problem only occurs if I blank out the Job Title in AD completely (IE nothing there) and then re-sync the user either automatically or manually, the job title doesn&39;t remove from HM...
3 6492
by  Scott WardJump to last post
04/25/2012 9:33 PM
1 Replies and 5976 Views An expected licensing error has occured  5976  1 Started by  helpdesk gbo We use Helpmaster Desktop v11.12.15 and sometime, we have this error message on Windows Seven and Remote Desktop 2008 R2:   Ane error licensing error has occured. Please save your work now because the system will you log off within the next minute. Could you help me   Thx, Julien
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by  Dennis OdriJump to last post
04/04/2012 6:55 PM
4 Replies and 6599 Views Error  6599  4 Started by  Chandrasekar Vasudevan &160;&160; I tried upgrading the database using the database upgrade wizard on windows 2008 R2 server.... When i did .... i get this error .... Why 20/01/2012 3:03:42 PM &160; Patch started. &160; 20/01/2012 3:03:42 PM &160; Applying patch version '1'... &160; 20/01/2012 3:03:42 PM &160; Updating Database Compatibility Level... &160; 20/01/2012 3:03:43 PM &160; Applying patch version '49'... &160; 20/01/2012 3:03:43 PM &160; Checking database integrity... 20/01/2012 3:...
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by  Chandrasekar VasudevanJump to last post
01/23/2012 9:20 PM
0 Replies and 4444 Views Email this action to fields are locked  4444  0 Started by  Kerry O'Sullivan 'Email this action to' fields are locked for a particular staff member since&160; upgrading to version 11.11.11.&160; Other staff are able to send these emails when updating or closing a job. OS Version: Windows 7 Enterprise x64 Office Version: Microsoft office 2003 Cheers Kerry
0 4444
01/09/2012 11:55 PM
1 Replies and 6715 Views HMP.Database.Wizard.exe generating Malware Alerts.  6715  1 Started by  Jesse Harvey Hi Guys, We recently replaced our antivirus system with Microsoft Forefront 2010. Since then we have had about 10 instances of Malware Alerts related to the HMP.Database.Wizard.exe. Below is a sample of one of these alerts. I wanted to check with PRD to make sure that there isn't any issues that you are awre of with this executable and to make sure that was a false positive before I put in an exception for it. Also note that while this example lists version 9.1.5.212 of helpmaster the majorit...
1 6715
by  Rod WeirJump to last post
10/25/2011 11:59 PM
2 Replies and 6848 Views Priority Manager service crashing then shutting down  6848  2 Started by  Jesse Harvey Hi, we have recently done a fresh install of HMP 11.0.1 on a clean Windows 2008 R2 server and migrated our existing database to this new server&160;which is&160;also running SQL 2008 R2 SP1. Since installing and migrating to HMP Pro 11 we are seeing our priority manager service crashing regularly (sometimes a couple of times a day). Below is a copy of the event log error that triggers the service shutdown. After this error occurs the service shuts down successfully however it doesn't trigger ...
2 6848
by  Jesse HarveyJump to last post
08/07/2011 9:31 PM
5 Replies and 8944 Views Weird problem with email and Microsoft Sharepoint  8944  5 Started by  ZGeek Greetings All, I&160;have a strange problem. We have helpmaster up and running and auto logging emails without a problem. But I am setting up a M$ Sharepoint site and one if its functions is to send emails to our helpdesk email address with jobs to setup users. It does this without a problem. The problem is, the emails just sit in the inbox and it looks like helpmaster is ignoring these emails. It still logs all other emails correctly. I thought it was due to the addressing and the accoun...
5 8944
by  Rod WeirJump to last post
11/24/2010 7:45 PM
0 Replies and 4783 Views Timeout error when performing a search  4783  0 Started by  Rod Weir Some people have recently reported getting timeout errors when performing searching that uses the SQL&160;Server full text search.&160; This may be a knowledge base search, or a job search. Microsoft have a knowledge base article that address this issue for specific environments - 'You may experience a 45-second delay when you run a full-text query in an instance of SQL Server 2005 that is running on a server without Internet access' http://support.microsoft.com/kb/915850/en-us &160; &...
0 4783
10/17/2010 9:02 PM
4 Replies and 6699 Views Helpmaster is unable to locate the email messaging components  6699  4 Started by  ZGeek 'A fatal configuration error has occured. Helpmaster is unable to locate the email messaging components' &160; I am getting this error after upgrading my office to Microsoft office 2010 64bit. I have reinstalled Helpmaster 10.0.0.165. I&160;have reinstalled office. It was working with 32 bit. But we have others here in the office working with 64bit 2010. I get this error when I&160;try to change the email settings in the user preferences.
4 6699
by  Rod WeirJump to last post
09/21/2010 12:48 AM
1 Replies and 6569 Views Changing of Category  6569  1 Started by  Timo dlvw &160;In V9.1.7 I can rename currently in use Categories which is ok.&160; However it also allows me to delete a Category even though it is used in outstanding jobs. In previous versions it used to warn me that it could not be deleted until such a point that it was no longer linked to any job - I think this is the correct behaviour and in my view should be re-introduced&160;
1 6569
by  Scott WardJump to last post
07/08/2010 9:30 PM
1 Replies and 6774 Views Incorrect Total Action Time calculation  6774  1 Started by  Itro Hi there, this one's in v9.1.6 and quite a few versions prior. Correct me if I'm wrong, but If you sum the action time of all actions found in a job log, they don't add up to the total action time found on the 'Time and Expense' tab.&160; This is further bought out when you compare 'Action time Total' and&160;'Total&160;Action Time' on&160;the time and expense tab - one appears in the 'Time spent on this helpdesk job' and the other appears in the 'Expenses incurred on this helpdesk job' .&...
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by  Rod WeirJump to last post
06/28/2010 6:53 PM
0 Replies and 4736 Views Age in working days calculations  4736  0 Started by  Timo dlvw i think&160;the 'age in working days' in the helpdesk explorer is not calculating properly in V9.1.6 I have set up the master site with the working hours on Monday to Friday. Every staff member has been assigned to this site and in turn this site has been setup as such in the adminstrator menu. I have some jobs logged on 28th April showing as&160;5 days and then a couple of jobs which show 4 working days - all where logged within the working hours for the master site. Is anyone else using t...
0 4736
05/04/2010 3:55 AM
2 Replies and 7246 Views Missing entries on Field Chooser screen  7246  2 Started by  Michael Cleaver Hi, I was trying to set preferences to show a client's phone number and email address on the client search screen, however all the 'Client Details' fields don't seem to be present when 'Clients'&160;is selected on the Field Chooser screen. There is only a heading for 'Client Details' with no fields listed under it. All the other options appear to be there under 'Client'/'Client Address'/'Client Custom' etc. &160; Regards, Michael
2 7246
by  Michael CleaverJump to last post
03/17/2010 7:53 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...

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...