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0 Replies and 4896 Views HelpMaster Roadmap    4896  0 Started by  Rod Weir Check the HelpMaster roadmap for a list of features and development that are planned for future releases. http://www.helpmasterpro.com/Products/Product-Roadmap.aspx Please post your features requests in this 'Wish list' forum. &160;
0 4896
10/13/2010 1:15 AM
2 Replies and 7901 Views Windows 7 - pin to taskbar    7901  2 Started by  Scott McKenzie HMP.Desktop.exe does not allow me to pin it to the taskbar in Windows 7. If I right click on the shortcuts created during installation (on the desktop and in the start menu) the option isn't there. &160;If I right click on the icon in the taskbar when the program is open the option isn't there. If I run the program directly I do have the option to pin to taskbar but it doesn't work. &160;When I close the program the icon disappears. Strangely enough the Active Directory Manager can be pinne...
2 7901
by  Rod WeirJump to last post
06/28/2010 10:23 PM
0 Replies and 4744 Views Knowledge Base improvements  4744  0 Started by  Rod Weir 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 ideas here for discussion.    Better granularity in knowledge base article access/security/privilege. Read/Write vs View only Ability to open an article in read-only mode, and only those with permission can enable an 'edit' mode Have roles for authors, reviewers, publishers, content experts, Quality assurance etc. &...
0 4744
11/23/2016 10:23 AM
2 Replies and 7797 Views Being able to attach multiple files  7797  2 Started by  Timo Currently we can attach files to a job, although each file will need to be attached in turn. Due to the products that we provide support for, on a regular basis we receive a number of files to support the fault report (config files, screen shots, log files etc). It would be great if we could attach more than one file at a time. Currently we would have to link each file at a time
2 7797
by  Rod WeirJump to last post
01/01/2016 1:10 PM
5 Replies and 11068 Views Suggestions  11068  5 Started by  john leo 1. A separate window or column for additional notes, it is for using quick reference for the case. 2. For ticket explorer - have an option of similar view with Outlook. 3. The billing time be seen on the action items without the need of opening the action item.
5 11068
by  Rod WeirJump to last post
09/04/2015 9:17 AM
4 Replies and 8234 Views Working folders - Separate attachments per skillgroup  8234  4 Started by  Rod Weir This request was recently received via tech support email. 'It would be essential for someone using HMP for various ‘departments’ to have separate Working Folders for each Skillgroup. For example I would not want my Administration, Facilities or Fleet Skillgroup staff to be able to see attachments, knowledgebase articles etc. relating to IT Helpdesk Staff and vice versa. So I think a solution is to store the Working folders under Skillgroups rather than under System Administra...
4 8234
by  Rod WeirJump to last post
07/13/2015 11:48 AM
0 Replies and 4914 Views Import Contacts to Outlook address book  4914  0 Started by  Itro Hi Guys, As you know our staff are sometimes on the road and need to make or receive a call or navigate to a client's location using GPS.  We'd love to be able to import the contacts from Helpmaster into our personal outlook addressbook and use activesync to allow their smartphones to use the native functions of their phones for dialling, caller ID and navigation. We would love if an auto-sync could be arranged (similar to how we can have SharePoint lists in Outlook).  If we couldn't...
0 4914
12/15/2014 1:21 PM
2 Replies and 6556 Views Priority manager purge function  6556  2 Started by  Itro Hi Guys, We recently implemented some automation in our office that logs cases for daily backup logs using email manager.  We realised when we did this that we would create a fair bit of noise in the database and to a fair extent we've managed to minimize its impact on our users but it made me think that it would be great if we could set Priority manager to purge cases.  I know we have the purge function, but this would require me or another admin to log on and do it manually - the mo...
2 6556
by  ItroJump to last post
12/10/2014 10:25 AM
3 Replies and 7025 Views Email Manager - Job field builder  7025  3 Started by  Itro We use email manager to create cases but often the emails contain a few key details but also contain lot of "noise" that our techs need to sort through to find the important job details.  The emails are automated from 3rd parties or from other software systems so are in a standard format that can be parsed.  It would be great to use email manager to filter out the noise and build job fields by concatenating variables with meaningful text so the jobs contain only useful infor...
3 7025
by  Rod WeirJump to last post
10/10/2014 12:20 PM
1 Replies and 7130 Views Wish fro Improved AD Integration  7130  1 Started by  Hugo Suarez When a computer joins a domain AD Profile can create the Asset detail.   e.g. Asset ID = Computer Name, Site = Site Description = Model Description, Operating system  Name - Version Service Pack = Configuration etc   When Computer information changes in either AD or HMP then Computer details are updated.
1 7130
by  Rod WeirJump to last post
08/15/2014 2:18 PM
2 Replies and 7045 Views Shortcut Keys for Adding Progress Notes  7045  2 Started by  Menard Butac Hi Everyone, My first post and it&39;s a wish list! Is it possible to have a shortcut key in adding progress notes There may be a need to add an additional field (job ) in the action details. This is so it could go directly to the correct job number instead of selecting it from the ticket explorer.
2 7045
by  Menard ButacJump to last post
04/10/2014 11:27 AM
1 Replies and 7253 Views Configurable custom queues  7253  1 Started by  Itro Hi Guys, I have just recently started using custom queues.  I think they&39;re great.  One thing I would like to see is to be able to set on a per queue basis, whether closed jobs remain in the custom queue or are automatically removed.  Some queues I need to be able to see cases that have already been closed, other queues they just clutter the queue.  Being able to configure this per queue would be a great feature.
1 7253
by  Rod WeirJump to last post
02/20/2014 12:58 PM
1 Replies and 6615 Views Contact view from Job  6615  1 Started by  Itro Would love it if there was a single click access to the primary client for a job and to the primary site of the job from the window control - ie. where the print button and the quick actions are.  We view client and site details often.  It would be really handy if it was a single click action from any location within the job.
1 6615
by  Scott WardJump to last post
11/20/2013 3:56 PM
1 Replies and 6383 Views Credit stop for sites  6383  1 Started by  Itro Hi Guys,   We have a few clients who are on credit stop  (doesn&39;t everyone).  We would love it if there was a way to flag sites in Helpmaster so that whenever we viewed that site we would be informed they&39;re on credit stop - even better if we could flag a parent site and the child sites would be also marked.  It should also prevent us logging cases for them.  Any ideas if there&39;s functionality for this already somewhere or if it&39;s something that can be ...
1 6383
by  ItroJump to last post
06/25/2013 11:53 PM
1 Replies and 6099 Views Email Manager workflow enhancements and requests  6099  1 Started by  Rod Weir Received via tech support recently.... Would you have recommendations regarding the following: Keeping a closed ticket in the status closed. We have an issue that the ticket is reopening when the customer replies with the ticket number. I created a profile that would close a ticket when a keyword is entered. However, when the customer replies to the email, the event I see is "the action template would close the job when it is already closed"   Also, would there be a way to...
1 6099
by  ItroJump to last post
01/02/2013 10:10 PM
4 Replies and 6645 Views Add the ability to control the system codes (mandatory)  6645  4 Started by  Timo de leeuw currently we are using the Email Manager to monitor an inbox and log jobs automatically based on some criteria.The EM then using a job Template and Email Template to process the email etc. The Issue I have is that as part of the Job Template I have to pre-define the system codes. I can not save the template unless all fields are filled in. However as part of the auto email logging process i would far prefer it if i could get it to use a template where one or two system codes are not predefined....
4 6645
by  Rod WeirJump to last post
05/17/2012 8:32 AM
2 Replies and 6409 Views New email template tag - Last actioned by date  6409  2 Started by  Rod Weir Received via tech support Can we have a new system code for the email templates. I would like a code which shows the “Last Action Date/Time”. Would be very useful as part of the PM. Great idea - we&39;ll get it in for the upcoming v12 release.  
2 6409
by  Scott WardJump to last post
04/30/2012 7:06 PM
1 Replies and 6359 Views Administrator access to user settings  6359  1 Started by  Itro Our staff are quite good at using Helpmaster for day to day operations, but struggle with user preferences.  Often I end up needing to log in as them to make changes.  It would be great if administrative users could access the User Preferences screen for all users directly, rather than needing to log in as the user to make changes. 
1 6359
by  Timo de leeuwJump to last post
04/23/2012 2:23 AM
7 Replies and 8090 Views Active Directory module > Mappings for HMP Site  8090  7 Started by  Peter Durbridge &160; Hi, Would it be useful for others if you could map an AD field to HMP for the HMP Employee Site This could be done under the HMP AD module using field mappings that are customisable, that is choose which AD fields map to HMP fields, so we could choose to use 'AD > General > Office' or 'AD > Organisation > Department' to populate HMP Site. It'd be up to us to populate the AD field with values that match the Sites set up in HMP, so the update would only populate HMP where the value is ...
7 8090
by  Rod WeirJump to last post
02/27/2012 8:20 PM
2 Replies and 6723 Views Quickly open list of non-closed jobs for a Client  6723  2 Started by  Rob van Gelder If I answer a call it would be handy to see a list of open jobs for that client. I'd love a really easy way (ie. 1 step)  of displaying a list of their non-closed jobs. Currently I choose Job Finder (F12), go to the Linked Entities tab, click the Client Lookup button, type in their client id or last name, then click ok till I get a list. Would be awesome to have a box in the top-right corner (next to Find Job) . eg. Client ID Jobs:
2 6723
by  Rob van GelderJump to last post
02/27/2012 5:19 PM
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February 2020 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available! For a list of the major new features of v20, see  https://www.helpmasterpro.com/Support/Updates-...

December 2019 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available.  This release focusses mainly on stability, with an important fix for the Email Manager if using IM...

Adjust the date range for displaying closed jobs in Explorer by Rod Weir in Using HelpMaster with 0 replies From tech support today... By default, the Explorer screen displays closed jobs that were closed in the previous month.  This interval can be ...

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, ...

February 2020 release now available by Rod Weir in Announcements A new release of HelpMaster is now available! For a list of the major new features of v20, see  https://www.helpmasterpro.com/Support/Updates-...

December 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release focusses mainly on stability, with an important fix for the Email Manager if using IM...

Adjust the date range for displaying closed jobs in Explorer by Rod Weir in Using HelpMaster From tech support today... By default, the Explorer screen displays closed jobs that were closed in the previous month.  This interval can be ...

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...