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2 Replies and 8449 Views Triggered Events on Assets  8449  2 Started by  Josh B I want to set up some automation for Assets but I need some help.  Rather than sending a support email through, I thought I'd share the development process on the forums. Background We have an equipment loans process built on asset records. The asset status is 'On Loan' when checked out and 'In stock' when checked in. The asset is linked to the client who has made the loan and unlinked when the item is returned. The asset also has a custom date field indicating when the ...
2 8449
by  Josh BJump to last post
11/04/2016 2:59 PM
2 Replies and 6485 Views Automatically unsuspending jobs  6485  2 Started by  Josh B Today I implemented some Priority Manager profiles to automate the unsuspending of jobs once a target date is reached.  Thought I'd share... Where to store the date On the Timeline tab of a Job, there are 3 date fields, one of which is labelled 'Work commencement date'.  This seems appropriate and we have no other business automation rules using that field.  Alternatively a dedicated date field on the Custom tab of a Job could also work. Business logic When a Job...
2 6485
by  Josh BJump to last post
10/25/2016 3:13 PM
1 Replies and 7340 Views Priority manager frequency  7340  1 Started by  Itro We are trying to use priority manager to help use refine our customer contact.  We&39;ve noticed that cases will sometimes go unactioned for a while and we want the team manager to be made aware of this in case someone&39;s dropped the ball. For example, we would like to know if certain types of helpdesk cases haven&39;t been actioned for more than one day.  We should be able to create a simple priority manager profile to send an email to the team leader.  However, over the we...
1 7340
by  Dennis OdriJump to last post
07/26/2012 1:10 AM
0 Replies and 3937 Views Change default action templates, globally  3937  0 Started by  Chris Ferguson We&39;re looking for a way to change the default action templates for "re-assign a job" (Helpdesk Explorer --> Right Click a job --> click Re-assign).  We want to ensure that the resolver is always notified that a new ticket has been assigned to the queue.  Warm transfers of tickets aren&39;t always guaranteed.  We&39;re also looking for a way to notify the skillgroup manager when one of their subordinates SLA&39;s have been breached... I can custom make the notific...
0 3937
04/20/2012 7:01 AM
0 Replies and 4641 Views Custom SQL to mark client actioned jobs to unread.  4641  0 Started by  Dennis Odri Some users have expressed the desire for all jobs that were last actioned by Clients to revert to the unread state in Workgroup Explorer to make jobs requiring attention easier to find in their Open Jobs queue. Currently HelpMaster will only set an existing read job to the unread state if the Action Template used to add a clients response from Email Manager or the Web module has the &39;Assign To&39; field selected. This feature request has been logged for inclusion in a future feature releas...
0 4641
09/05/2011 8:25 PM
0 Replies and 5085 Views Custom SQL to find closed jobs that have linked assets that are checked out for service  5085  0 Started by  Rod Weir Here's an interesting scenario that was just received from a HelpMaster user via our tech support.&160; I'm reposting the solution here as it might be of use to others who have implemented the same or similar workflow. The business workflow When jobs are logged that relate to a piece of equipment, (asset), the business practice is to link that asset to the job.&160;&160; This allows the business to track the service and helpdesk history for that item. The asset is then checked out for se...
0 5085
11/28/2010 7:11 PM
1 Replies and 7287 Views Priority Manager Service Crashing  7287  1 Started by  Anzacspo Hi, I've got an issue with Priority Manager where any enabled&160;profile setup to run only during working hours causes the Priority Manager service to crash. Symptoms: - SQL Server held at max CPU usage when profile is triggered - Service chews RAM to point of failure When looking at the running SQL process through the SQL2005 Activity Monitor I can see that it floods the SQL server with queries like: SELECT max(StartTime) as MaxStartTime, Sum(WorkHours) as TotalHours FROM (SELECT DateLin...
1 7287
by  Rod WeirJump to last post
01/28/2010 5:13 AM
3 Replies and 8264 Views How to automatically set the To be completed by date for a job  8264  3 Started by  Rod Weir Hi helpdeskers, There's been a bit of discussion going around at the moment about service level agreements, job timers and HelpMaster Pro Priority Manager profiles, so I thought that I would post a quick tutorial on how to automatically set the 'To be completed by' date for a job.&160; Some of this information has been lifted from a previous post about 'stopping the clock' A HelpMaster Pro job has a 'To be completed by' date field located on the 'Options' tab of a job.&160; This date can be ...
3 8264
by  Rod WeirJump to last post
09/21/2009 6:09 PM
2 Replies and 7470 Views Deleting Priority Manager Profiles  7470  2 Started by  jsuhle Does anyone know how to delete Priority Manager Profiles
2 7470
by  jsuhleJump to last post
08/17/2008 10:20 PM
0 Replies and 9706 Views SLA breach notification  9706  0 Started by  Rod Weir Here's a new-year's Priority Manager profile for you.&160; This profile will send a 'hurry up' email to the owner of any jobs that are due to be completed within the next 2 hours.&160; This style of profile is very useful in an SLA breach situation where you need to know which jobs are about to exceed an SLA that you (or your clients) have defined. Here goes. First start by Creating a new Priority Manager Profile (HelpMaster Pro modules menu) and defining what to look for by using the Job ...
0 9706
01/03/2008 12:31 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...