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0 Replies and 3958 Views HelpMaster Roadmap    3958  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 3958
10/13/2010 1:15 AM
2 Replies and 6525 Views Windows 7 - pin to taskbar    6525  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 6525
by  Rod WeirJump to last post
06/28/2010 10:23 PM
0 Replies and 3356 Views Knowledge Base improvements  3356  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 3356
11/23/2016 10:23 AM
2 Replies and 6198 Views Being able to attach multiple files  6198  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 6198
by  Rod WeirJump to last post
01/01/2016 1:10 PM
5 Replies and 8820 Views Suggestions  8820  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 8820
by  Rod WeirJump to last post
09/04/2015 9:17 AM
4 Replies and 6556 Views Working folders - Separate attachments per skillgroup  6556  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 6556
by  Rod WeirJump to last post
07/13/2015 11:48 AM
0 Replies and 3818 Views Import Contacts to Outlook address book  3818  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 3818
12/15/2014 1:21 PM
2 Replies and 5175 Views Priority manager purge function  5175  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 5175
by  ItroJump to last post
12/10/2014 10:25 AM
3 Replies and 5702 Views Email Manager - Job field builder  5702  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 5702
by  Rod WeirJump to last post
10/10/2014 12:20 PM
1 Replies and 5802 Views Wish fro Improved AD Integration  5802  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 5802
by  Rod WeirJump to last post
08/15/2014 2:18 PM
2 Replies and 5794 Views Shortcut Keys for Adding Progress Notes  5794  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 5794
by  Menard ButacJump to last post
04/10/2014 11:27 AM
1 Replies and 5872 Views Configurable custom queues  5872  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 5872
by  Rod WeirJump to last post
02/20/2014 12:58 PM
1 Replies and 5494 Views Contact view from Job  5494  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 5494
by  Scott WardJump to last post
11/20/2013 3:56 PM
1 Replies and 5105 Views Credit stop for sites  5105  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 5105
by  ItroJump to last post
06/25/2013 11:53 PM
1 Replies and 4837 Views Email Manager workflow enhancements and requests  4837  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 4837
by  ItroJump to last post
01/02/2013 10:10 PM
4 Replies and 5528 Views Add the ability to control the system codes (mandatory)  5528  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 5528
by  Rod WeirJump to last post
05/17/2012 8:32 AM
2 Replies and 5074 Views New email template tag - Last actioned by date  5074  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 5074
by  Scott WardJump to last post
04/30/2012 7:06 PM
1 Replies and 5104 Views Administrator access to user settings  5104  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 5104
by  Timo de leeuwJump to last post
04/23/2012 2:23 AM
7 Replies and 6747 Views Active Directory module > Mappings for HMP Site  6747  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 6747
by  Rod WeirJump to last post
02/27/2012 8:20 PM
2 Replies and 5411 Views Quickly open list of non-closed jobs for a Client  5411  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 5411
by  Rob van GelderJump to last post
02/27/2012 5:19 PM
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April 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, change management a...

February 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 web portal. F...

November 2018 release now available by Rod Weir in Announcements with 0 replies 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 with 0 replies The upcoming November release of HelpMaster contains a small, but very handy new feature. When a job is assigned to the "Unassigned" queu...

Job Templates get a new config option for web-based jobs by Rod Weir in Web interface, client self-service and remote access with 1 replies For the up-coming November release of HelpMaster, we've updated the Job Templates so that they can be configured as "Web Forms".  ...

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...

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...

Job Templates get a new config option for web-based jobs by Rod Weir in Web interface, client self-service and remote access For the up-coming November release of HelpMaster, we've updated the Job Templates so that they can be configured as "Web Forms".  ...

Maintenance release of HelpMaster, v17.22.5 is now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release delivers some exciting new workflow improvements, along with improved staff web porta...

New employee on-boarding workflow using new workflow objects by Rod Weir in Using HelpMaster As the workflow capabilities of HelpMaster continue to improve, one of the things that we've been seeing from users of HelpMaster is building proc...

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 ...