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5 Replies and 11953 Views Email Manager - Workflow patterns for processing email    11953  5 Started by  Rod Weir The HelpMaster Email Manager is a powerful email processing engine that can really make a big difference at your service desk.  Automate email processing by configuring 'profiles' that will process email from any source according to your needs.  Implement the following basic patterns, or use them as a starting-point and extend them into something more.  Feel free to post ideas, comments, and requests for your specific email processing needs. Pattern 1 - Log a new job / ticket...
5 11953
by  Rod WeirJump to last post
11/03/2011 7:48 PM
2 Replies and 8713 Views Emails marked as read not being picked up by Email Manager  8713  2 Started by  Rod Weir Received recently via tech support. Hi There, The Email manager doesn&39;t pick up emails which are marked as Read, is this an option or is it possible to get it to pick up emails no matter if they are marked as read or not The issue is that our helpdesk staff look at the email inbox to check that it is correctly picking things up and in advertently the first message in the list is selected and marked as read. So by checking they are causing a problem, but without checking we can...
2 8713
by  Rod WeirJump to last post
04/10/2018 12:23 PM
1 Replies and 6146 Views Email tags not working.  6146  1 Started by  David C Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not working. When the user gets emails they see the tag and not the actual information.  Have tested and it seems no tags are working. Please advise. Thanks, David.
1 6146
by  Rod WeirJump to last post
12/23/2016 2:40 PM
1 Replies and 7149 Views Email Manager to process unread email  7149  1 Started by  Rod Weir This was received today via tech support regarding drop-folders for auto-logging email... The issue 'By the time we drag an email down to folder e.g.  Drop here for XYZ, we have already opened it so it is read. It is a pain to go and mark it as read again every time. Is it possible to change it so we don't have to do that and it registers unread emails too' HelpMaster Support team response 'The Email Manager will only process email marked as unread. Once you open an email in Ou...
1 7149
by  Rod WeirJump to last post
09/24/2015 3:16 PM
0 Replies and 5785 Views Removing the email header in the job details section  5785  0 Started by  Rod Weir By default, the Email Manager includes the email header as part of the job details when the job is logged, so you end up with a section at the start of the job details that looks similar to this. From: Matthew Evans &91;matthewevanswizbangwidgets.com.au&93; Received: Friday, 21 February 2014 12:14:35 PM To: Support PRD Subject: Test email parser In order to eliminate this, you can build an email parser to only extract the body of the email, and not the header information. &nbs...
0 5785
02/21/2014 2:05 PM
0 Replies and 5032 Views Matching of Job / Action DateTime stamps to emails'. Should we?  5032  0 Started by  Dennis Odri A valued client of ours recently submitted this new feature request; My request is would it be possible that the timestamp of the email sent is equal to the Date the action is done My reason for this is there are times that the email manager is not working hence missing all emails. However, when we have it running, there are already manual actions by the team. If email manager is to process the emails before, the events will not be chronological anymore when viewing the job.   Example: ...
0 5032
04/10/2013 12:48 AM
7 Replies and 7698 Views Job Templates and Issues  7698  7 Started by  Knowledge Bird When we create a new job manually, we drill down the Issues tree to find the appropriate issues descriptor. When a job is created via Email Manager it comes in with the issue 'Helpdesk'. I can't find where this happens in order to change it. Apropos - can it be changed 'easily' by scanning keywords in the client email or does it have to be altered manually by Helpdesk staff once the job is created. I've searched the on-board help but nothing seems to stand out as answering this particualr quest...
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by  Rod WeirJump to last post
05/17/2012 8:41 AM
4 Replies and 7098 Views Default Email Manager Fields not being Updated by Staff  7098  4 Started by  Joanne Crang Hi, Email Manager is great and saves our helpdesk a lot of time.&160; The one problem we have is that no matter how much we ask the helpdesk team they struggle to alter the issue/problem type once a job has been automatically logged.&160; This means our reporting goes out the window as we have so many jobs with the default issue type (the one that we set in the email manager template!) This is probably a wish list item but it would be great if when they go into reassign that job or somethin...
4 7098
by  Rod WeirJump to last post
05/17/2012 8:35 AM
1 Replies and 6154 Views Creating excess jobs - email failing to update existing job  6154  1 Started by  Rod Weir Received via tech support... Hi, How would you recommend we prevent mass creation of jobs via email manager when external vendor helpdesk systems reply to our helpdesk system without the subject line identifying our IT job I&39;ve added exceptions to our "catch all" job creation email manager profile for the offending email address for now. Thanks Good question - We&39;ve been caught by this also.  It&39;s a problem that can occur in automation scenarios. Cre...
1 6154
by  Rod WeirJump to last post
05/10/2012 8:24 PM
2 Replies and 6543 Views Repeated Jobs - Not wanting to Log them Multiple Times  6543  2 Started by  Joanne Crang Hi, We have a lot of emails received by our helpdesk that are related to windows services not working or similar type emails.&160; The helpdesk will keep receiving these emails many many times until the service is fixed.&160; We need a way of logging the job once and not 1 hundred times! Can anyone think of something we can do &160;Happy to use some windows rules as well but not sure how to only log one. &160;Currently we just move them all somewhere else but then the thing never gets fix...
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by  Dennis OdriJump to last post
05/01/2012 12:04 AM
3 Replies and 6518 Views Extra Blank Lines in Every Email  6518  3 Started by  Joanne Crang Hi, We love email manager and it nicely logs all our jobs. &160;The one thing that now causes angst is that when it creates a new job it puts extra lines in between each paragraph! And I can see that this editor I'm using to write this does the same.&160;&160;Is there anyone we can change the paragraph spacing so it comes in directly like the email!&160; And not with padded spacing! Makes the job very long and more difficult to print as some of them can be pages long!!! Thanks in advance...
3 6518
by  Joanne CrangJump to last post
08/01/2011 8:58 PM
2 Replies and 6991 Views One line Title or description for a job  6991  2 Started by  Lisa This is more of a wishlist item for future versions of the e-mail manager but there is one thing I would really find helpful. &160;Would it be possible to either have a one line title or description for each job. &160;This field could then be automatically populated with the subject of the incoming e-mail (this would probably need to be optional). &160; Alternatively, if the first line of the job detail contained the e-mail subject, we could filter a report to only display the first line and...
2 6991
by  Rod WeirJump to last post
09/28/2010 2:35 AM
2 Replies and 7068 Views Client name change  7068  2 Started by  Knowledge Bird We had a client change her name. Whenever she emails helpdesk it still creates a login under her former email address, even though it no longer exists in our Active Directory. The email is definitely being sent from her new account, under her new name. Where else would Helpmaster being pulling her old account from
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by  Knowledge BirdJump to last post
04/12/2010 7:40 PM
5 Replies and 6865 Views Attachments within the Email  6865  5 Started by  Joanne Crang Sometimes within the email is an embedded PNG or similar.&160; We have been trying to work out when things embedded in the email are attached as attachments through email manager&160; What are the rules around this Attachments directly on the email are fine but we were just unsure as to when it decides something within the email is to be attached or not
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by  Rod WeirJump to last post
02/22/2010 3:01 PM
2 Replies and 7268 Views Event log Entries  7268  2 Started by  Joanne Crang Can I stop Email Manager logging so many events&160; I seem to get so many and then struggle to do a Delete All because it times out etc!&160; Just deleted what I believe to be a weeks worth - 51,152 entries!!!&160; We have some clean up scripts from your support team but am wondering if I have to log so much to begin with as don't really want to have to run the scripts all the time! Joanne
2 7268
by  Joanne CrangJump to last post
12/13/2009 4:10 PM
4 Replies and 10903 Views The Microsoft Exchange Server computer is not available...  10903  4 Started by  Nick Giannotti ... but it is. Really. I'm evaluating HelpMaster Pro with the Email Manager, and it looks fantastic - but for some reason, I cannot get it to connect to my Exchange Server. I know the Exchange Server is up and running, as I'm sending emails back and forth through it, but HelpMaster doesn't want to connect. My Service Setup passes with flying colors, so I don't think it's a configuration issue. Anyone have any thoughts I'd really like to get this working, as the Email Manager is the primary ...
4 10903
by  Rod WeirJump to last post
12/09/2009 4:52 PM
1 Replies and 6359 Views Unsuccessfully Processed Emails  6359  1 Started by  Daniel Hughes What would be a cause for emails that are sent to the mailbox that Email Manager scanning being unsuccessfully processed The emails come from the one email address, and some jobs are logged and others are not processed. I have had a look at the Event Viewer and can not see anything logged for the error and am unable to see a cause. We are running v9.1.2.171 Any ideas
1 6359
by  Rod WeirJump to last post
11/19/2009 2:33 PM
6 Replies and 6801 Views Users keep replying outside the lines  6801  6 Started by  Knowledge Bird We recently implemented the email text extraction profile to grab the reply text from between the lines. It does keep the contents of the job so much easier to read. However, a number of users continue to ignore our requests to reply between the lines. Any replies like this get dumped into the 'Email Manager: Reply with no action' folder to be looked over. How do you handle this in your implementation Do you continue sending reminders Should I just give up and add the entire email to the job...
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by  Rod WeirJump to last post
08/19/2009 9:55 PM
0 Replies and 4736 Views Email Manager and Working folders  4736  0 Started by  Rod Weir Hi everyone, Just had a support issue come through where the attachments were not being logged correctly by the Email Manager after the working folder location was changed via the Desktop edition. Turns out that the Email Manager service needs to be re-started after such an event. Hope this helps someone out there. We'll update the service to automatically point to the new location should they be changed. Best regards, Rod
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07/28/2009 11:12 PM
11 Replies and 6772 Views Attachments not Attaching when Updating An Existing Job  6772  11 Started by  Joanne Crang Hi, I've just noticed that when our profile that updates existing jobs runs it doesn't add the attachment&160; The profile that creates new jobs works fine and adds the attachments! Any ideas&160; The profile screen has 'Always add...' ticked! Thanks Joanne &160;
11 6772
by  Knowledge BirdJump to last post
07/14/2009 7:05 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...