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11 Topics and 22 Replies Web interface, client self-service and remote access  11  22  Discussion board for any issues regarding the HelpMaster Web Interface
RE: Job Templates get a n...
by  Rod Weir
11/15/2018 11:28 AM
11 22
RE: Job Templates get a n...
by  Rod Weir
11/15/2018 11:28 AM
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 4264 Views Blogged! Practical ways to improve the quality of your service-desk email communication    4264  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 4264
01/13/2016 12:39 PM
5 Replies and 17095 Views On-line helpfile now available    17095  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 17095
by  Kate HerdJump to last post
07/27/2010 7:58 PM
2 Replies and 7062 Views Deleting system codes, issues, problems etc that are linked to jobs, clients or other entities.    7062  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 7062
by  Rod WeirJump to last post
12/22/2008 5:28 PM
0 Replies and 430 Views Building knowledge management and KCS into the workflow  430  0 Started by  Rod Weir Here&39;s a workflow idea to assist with improved knowledge base articles and knowledge management / KCS As part of a support workflow, build into the resolution phase a question to ask the agent/operator whether the job would make a good candidate for a knowledge base article.  If the agent answers yes, then flag to job via a milestone, a keyword, or some other mechanism.  This can then be searched later (via Job Finder / Saved Searches etc) and used to target specific jobs/knowle...
0 430
07/12/2019 10:47 AM
0 Replies and 515 Views Workflow email object - email account  515  0 Started by  Rod Weir 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 configure this workflow object to specify an email account to use when sending the email.  This is especially useful if using the in-line, "simple text" option rather than an email template. Email Templates could always use an email account, however the simple email object always used the default email account of the person logged-...
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05/30/2019 9:04 AM
0 Replies and 525 Views Change Management  525  0 Started by  Rod Weir Change Management in HelpMaster is a relatively new feature that is evolving rapidly.  Based off live-use in small and large departments, our "to do" list of development tasks is looking great, and there are exciting times ahead for this feature. Recent developments include: Better voting and visibility via the web portal A new "Manual approval" status, to differentiate from a "Pre-approved" change Better email communication for the different stage...
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05/23/2019 8:37 AM
0 Replies and 1481 Views Quick Re-assign from an Unassigned skillgroup queue  1481  0 Started by  Rod Weir The upcoming November release of HelpMaster contains a small, but very handy new feature. When a job is assigned to the "Unassigned" queue of a skillgroup, it is often desireable to re-assign that job to yourself to take ownership of it before updating it further.  In the past, this would require you to update the job via an Action, set the Assignment and apply the change. Now there is a much quicker way to do this.  "Quick Re-assign Job to me" will now ap...
0 1481
11/07/2018 11:10 AM
0 Replies and 1638 Views New employee on-boarding workflow using new workflow objects  1638  0 Started by  Rod Weir As the workflow capabilities of HelpMaster continue to improve, one of the things that we&39;ve been seeing from users of HelpMaster is building processes to support a HR new employee on-boarding experience. This process is a great start in a digital transformation journey and introducing HelpMaster to other parts of the business outside of just IT. The HelpMaster development team is currently doing a lot of development in updating the workflow engine, and building new workflow objects su...
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09/19/2018 12:28 PM
0 Replies and 1686 Views Faster entity search screens coming  1686  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 1686
08/03/2018 1:39 PM
0 Replies and 1760 Views Categories for templates - Job, Action, Email  1760  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 1760
04/29/2018 5:26 PM
1 Replies and 4358 Views Configuration Management  4358  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 4358
by  Rod WeirJump to last post
11/20/2017 8:55 AM
0 Replies and 4640 Views HelpMaster freezes / hangs when using the Action screen  4640  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 4640
09/22/2015 10:47 AM
6 Replies and 8077 Views Behaviour of the log-job button and last-used template  8077  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 8077
by  Josh BJump to last post
07/15/2015 5:36 PM
7 Replies and 7720 Views How many levels deep should the Issue Viewer go?   7720  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 7720
by  Josh BJump to last post
07/13/2015 11:13 AM
0 Replies and 4449 Views Tell us what you think of v15  4449  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 4449
06/26/2015 1:38 PM
0 Replies and 4518 Views The new alert system in v15. Converting to modal popup alerts like v14  4518  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 4518
06/26/2015 1:29 PM
0 Replies and 4203 Views Bulk-updates for Job codes (Job Type, Priority, Issue etc.)  4203  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 4203
09/02/2014 11:00 AM
5 Replies and 8167 Views Automating Workflow with Action Templates  8167  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 8167
by  ItroJump to last post
06/26/2013 12:01 AM
0 Replies and 4392 Views Unassigned skillgroup assignment - A bucket of tickets, or a diffusion of responsibility?  4392  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 4392
04/09/2013 6:53 PM
6 Replies and 10259 Views Knowledge Base Article Creation - Starting Out  10259  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 10259
by  Joanne CrangJump to last post
04/09/2013 1:59 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...

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...