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10 Topics and 21 Replies Web interface, client self-service and remote access  10  21  Discussion board for any issues regarding the HelpMaster Web Interface
RE: Date format
by  Scott Ward
06/05/2013 7:05 PM
10 21
RE: Date format
by  Scott Ward
06/05/2013 7:05 PM
32 Topics and 88 Replies Email Manager  32  88  Email response management changes the way you do business. The Email Manager has many options - discuss them here.
RE: Emails marked as "rea...
by  Rod Weir
04/10/2018 12:23 PM
32 88
RE: Emails marked as "rea...
by  Rod Weir
04/10/2018 12:23 PM
10 Topics and 11 Replies Priority Manager and Triggered Events  10  11  Share your escalations, SLAs, workflows and other automations you've made with the Priority Manager and/or the Triggered Events
RE: Triggered Events on A...
by  Josh B
11/04/2016 2:59 PM
10 11
RE: Triggered Events on A...
by  Josh B
11/04/2016 2:59 PM
12 Topics and 26 Replies Active Directory  12  26  Discussion of the HelpMaster Active Directory module. Synchronize users and provide single-point logon for HelpMaster
12 26
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0 Replies and 2459 Views Blogged! Practical ways to improve the quality of your service-desk email communication    2459  0 Started by  HelpMaster Administrator When was the last time you looked at what you're sending out to your clients and staff Do your email templates need a refresh Check out the blog post below for ideas and principles about email template design with HelpMaster.  Includes sample downloads. Practical ways to improve the quality of your service-desk email communication     
0 2459
01/13/2016 12:39 PM
5 Replies and 10500 Views On-line helpfile now available    10500  5 Started by  Rod Weir An on-line version of the HelpMaster helpfile is now available.  This updated version of the helpfile contains updated screen shots, a new layout for contents and a new section called 'HelpMaster concepts'.  This on-line version of the HelpMaster help file will be updated regularly, so remember to check back. As always, HelpMaster documentation is a work-in-progress, so please feel free to offer comment so that it can be improved. You can view the helpfile here www.helpmasterpro.com...
5 10500
by  Kate HerdJump to last post
07/27/2010 7:58 PM
2 Replies and 5334 Views Deleting system codes, issues, problems etc that are linked to jobs, clients or other entities.    5334  2 Started by  Rod Weir The following was emailed to us by a HelpMaster Pro user &160;&160;&160;If a user deletes an issue type from problem tree in Helpmaster Pro v7.5.184, do the jobs already closed with that issue type retain that issue If not what does it change too&160;&160;&160; &160; Yes, the jobs retain the issue. Whenever a job, client, asset, site or anything else in HelpMaster Pro links to a system code, and that system code is then deleted, the entity that was linking to it will still poin...
2 5334
by  Rod WeirJump to last post
12/22/2008 5:28 PM
0 Replies and 73 Views Faster entity search screens coming  73  0 Started by  Rod Weir Next release of HelpMaster will feature faster entity search screens (clients, sites, assets, all templates etc).  We&39;ve re-factored a lot of code and made each of these screens a lot more light-weight.  This means they open noticibly faster, and will be easier to update and improve in subsequent releases of HelpMaster.
0 73
08/03/2018 1:39 PM
0 Replies and 349 Views Categories for templates - Job, Action, Email  349  0 Started by  Rod Weir Configuring HelpMaster is an on-going task that requires a good understanding of the business and the processes you&39;re working with.  To assist in managing and documenting your configuring, all system codes, as well as templates and other HelpMaster objects and entities have one or more "classification", or "category" codes. Use this feature to group similar system codes, template and other objects into logical grouping.  This will make them easier to use, fi...
0 349
04/29/2018 5:26 PM
1 Replies and 1834 Views Configuration Management  1834  1 Started by  Guy I looking people using Helpmaster for Configuration Management (CM) down to the Configuration Item (CI) level. How have you have built your CM tree.
1 1834
by  Rod WeirJump to last post
11/20/2017 8:55 AM
0 Replies and 2858 Views HelpMaster freezes / hangs when using the Action screen  2858  0 Started by  Rod Weir We're currently investigating an issue that is causing HelpMaster to freeze/hang when using the Action screen. It seems to be related to the spell-checker and/or the auto-save feature that the action screen uses.  Periodically, the Action screen will save the contents of the action details textbox to a text file located at  C:\ProgramData\PRD Software\HelpMaster\AutoSave\ It seems that machines running Microsoft Defender can sometime hang during this save.  Adding an exception i...
0 2858
09/22/2015 10:47 AM
6 Replies and 5608 Views Behaviour of the log-job button and last-used template  5608  6 Started by  Rod Weir Received via tech-support.... When I log in to HelpMaster and press the Log Job button, seems to use the most recent job template I used (from previous sessions) other than '(Blank Job)'.  But if during a session I use the Blank Job, it will associate the Lob Job button with the Blank Job for the rest of this session.  Just to be clear, this seems inconsistent and not useful.  :/ If I understand correctly, this is not a user preference or setting.  If there's a setting ...
6 5608
by  Josh BJump to last post
07/15/2015 5:36 PM
7 Replies and 5527 Views How many levels deep should the Issue Viewer go?   5527  7 Started by  Rod Weir Currently the issue viewer in HelpMaster is limited to 5 levels deep.  This allows for some detailed hierarchies to be built, and gives the reports some fine granularity. However....it has been requested that we expand the depth out to 10 levels deep! What do you think  Would 10 levels deep be a good thing, or a bad thing
7 5527
by  Josh BJump to last post
07/13/2015 11:13 AM
0 Replies and 2756 Views Tell us what you think of v15  2756  0 Started by  Rod Weir Now that v15 has been released, tell us what you think. We want to hear the good, the bad and the ugly. Here's some things we're keen to get feedback on.. The new-look graphics and layout Triggered events The new alert system Help file  Anything else Every bit of feedback helps us to make HelpMaster better. Thanks, HelpMaster Development Team
0 2756
06/26/2015 1:38 PM
0 Replies and 2871 Views The new alert system in v15. Converting to modal popup alerts like v14  2871  0 Started by  Rod Weir Previous versions of HelpMaster had a simple client alert system that would display a modal message box whenever a new job was logged for that client.  As part of the v15 upgrade, these alerts are converted into the new style that offers 3 different display methods.  By default, the conversion process changes the alert style from a modal popup into a more passive 'notification' style alert where a red numbered circle appears in the title-bar of the window being used. For those wishi...
0 2871
06/26/2015 1:29 PM
0 Replies and 2849 Views Bulk-updates for Job codes (Job Type, Priority, Issue etc.)  2849  0 Started by  Rod Weir Currently HelpMaster does not support bulk-updates of job classification codes such as Priority, Contact Type, Job Type, Issue etc, however there is a way to do it using direct SQL against the HelpMaster database.   CAUTION!  Using direct SQL against your live HelpMaster database should be used with care!  It is possible to update/delete records in an unintended manner.  There is no undo with SQL - the only 'undo' is a restore from your last good backup.   The follow...
0 2849
09/02/2014 11:00 AM
5 Replies and 6233 Views Automating Workflow with Action Templates  6233  5 Started by  Michael Cleaver I'm trying to get my head around automating workflow using Action Templates. Consider a routine job that requires actions A, B and C to be completed in order to&160;finish the job. I would create a Job Template and link actions A, B and C as 'Actions To Do', thus building the required workflow into the job itself (having of course created Action Templates for A, B and C). If a staff member forgets about action C, the application warns (or prevents) the job being closed due to incomplete Actions...
5 6233
by  ItroJump to last post
06/26/2013 12:01 AM
0 Replies and 3079 Views Unassigned skillgroup assignment - A bucket of tickets, or a diffusion of responsibility?  3079  0 Started by  Rod Weir HelpMaster supports a flexible job assignment process.  Jobs can either be assigned either to an individual, or to the "Unassigned" queue for a given skillgroup.   Think of jobs that are assigned to a skillgroups&39; "Unassigned" queue become like a "Bucket of jobs", a pool perhaps  Anyone that belongs to that skilgroup has the ability to pick a job, and re-assign it to themself and take ownership of it. One of the dangers of a "Bucket of ...
0 3079
04/09/2013 6:53 PM
6 Replies and 8079 Views Knowledge Base Article Creation - Starting Out  8079  6 Started by  Joanne Crang Hi, We don&39;t currently use the Knowledge Base feature but I have decided that it is about time we do!  Does anyone have any useful tips on getting it right from the start so that the information presented is consistent; easy to use; find etc. I don&39;t want to create hundreds of articles only to find that I should have categorised them differently; called them different names or presented the information differently. Any tips or reference articles to read would be great! Thanks ...
6 8079
by  Joanne CrangJump to last post
04/09/2013 1:59 AM
0 Replies and 2681 Views 32bit Edition of HelpMaster Desktop Crashes When Installed on a 64bit Version of Windows  2681  0 Started by  Dennis Odri We have just published a new HelpMaster Knowledge Base article dealing with this issue. Please follow this link to the article...
0 2681
10/30/2012 10:17 PM
3 Replies and 4103 Views Emailing behaviour changed in v12.8.24 & v12.8.31...  4103  3 Started by  Dennis Odri   In an attempt to reduce emailing errors due to Outlook/Exchange Address Book recipient resolution, we inadvertently disabled auto resolution in HelpMaster v12.8.24 on a global scale. Unfortunately this has had some unexpected results for users, primarily that the &39;From:&39; address specified in HelpMaster isn&39;t being honoured.   Due to the changes, HelpMaster now only uses the default Outlook mailbox in the Outlook profile as the &39;From:&39; address. Most users probab...
3 4103
by  Dennis OdriJump to last post
09/26/2012 9:07 PM
0 Replies and 2919 Views Facebook scan to import client avatars  2919  0 Started by  Scott Ward If you go to Facebook and enter some ones email address in the search bar it does a scan and returns the public Facebook name and profile picture. I tried a little test app the other day, that does a scan of my email address and returns my Facebook profile picture which can be added to my HelpMaster client record. We could try creating an addin that looked at all our HelpMaster clients and tried their work email address and also their home address (if this is a field recorded in Help...
0 2919
09/03/2012 8:08 PM
8 Replies and 3919 Views Action log style - which one do you use?  3919  8 Started by  Rod Weir Which style do you use Check under User menu > General  
8 3919
by  Scott WardJump to last post
09/03/2012 7:45 PM
1 Replies and 3976 Views Actioning a job with multiple clients - flagging a job  3976  1 Started by  Rod Weir Received via tech support When completing an action you may not realise that the job has multiple clients.  How would you recommend flagging a job as having multiple clients I thought about having something perhaps in priority manager which adds on some text to the job title to indicate this thanks      
1 3976
by  Rod WeirJump to last post
06/04/2012 5:52 PM
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Maintenance release of HelpMaster, v17.20.14 is now available by Rod Weir in Announcements with 0 replies A new release for v17 is now available.   This release fixes a number of issues for version 17 as well as new and enhanced features. &...

Video settings on 4K monitors and/or high DPI settings by Rod Weir in Bugs!!! with 0 replies We'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 ...

Faster entity search screens coming by Rod Weir in Using HelpMaster with 0 replies Next release of HelpMaster will feature faster entity search screens (clients, sites, assets, all templates etc).  We've re-factored a lot of...

Email Manager and Priority Manager services by Josh B in Bugs!!! with 1 replies 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-c...

Maintenance release of HelpMaster, v17.16.28 is now available by Rod Weir in Announcements with 0 replies This release fixes a number of issues for version 17. For a detailed list of fixes, refer to the version history.   For a list of the major...

Maintenance release of HelpMaster, v17.20.14 is now available by Rod Weir in Announcements A new release for v17 is now available.   This release fixes a number of issues for version 17 as well as new and enhanced features. &...

Video settings on 4K monitors and/or high DPI settings by Rod Weir in Bugs!!! We'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 ...

Faster entity search screens coming by Rod Weir in Using HelpMaster Next release of HelpMaster will feature faster entity search screens (clients, sites, assets, all templates etc).  We've re-factored a lot of...

RE: Email Manager and Priority Manager services by Rod Weir in Bugs!!! Hi Josh, Thanks for reporting this and for assisting the dev team off-line to diagnose this issue. We've been working on the code and have foun...

Email Manager and Priority Manager services by Josh B in Bugs!!! 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-c...

Updating custom Crystal Reports to work with UTC dates by Rod Weir in Reports and reporting HelpMaster v12 changes the way date data is stored in the database.  If you have created custom Crystal Reports (or other reports in other soluti...

Maintenance release of HelpMaster, v17.16.28 is now available by Rod Weir in Announcements This release fixes a number of issues for version 17. For a detailed list of fixes, refer to the version history.   For a list of the major...

Categories for templates - Job, Action, Email by Rod Weir in Using HelpMaster Configuring HelpMaster is an on-going task that requires a good understanding of the business and the processes you're working with.  To assi...

RE: Emails marked as "read" not being picked up by Email Manager by Rod Weir in Email Manager Just to update this old post. This was done for the version 16 release of HelpMaster. http://www.helpmasterpro.com/Support/Updates-and-Service-Packs...

New major release - HelpMaster v17 now available by Rod Weir in Announcements A new major release of HelpMaster, v17 is now available. This release includes many new and exciting features as well as many minor improvements, b...