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0 Replies and 5537 Views Use the new Triggered Events features for SLA management  5537  0 Started by  Rod Weir The Triggered Events features that appeared in v15 release of HelpMaster is one of the most powerful features for automation in HelpMaster.  It works similarly to the Priority Manager, but it can target any of the entities (clients, sites, assets, knowledge base articles, and even jobs). This makes it very handy to configure service level agreement and other operational style notifications, alerts and escalations. For example. Create alerts for Assets that have an expired maintenan...
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10/07/2015 1:11 PM
1 Replies and 8536 Views Setting up your workspace for SLAs  8536  1 Started by  Beth S Setting up your workspace for SLAs A quick note before we begin: SLA stands for Service Level Agreement and most often sets out the target time to close a job based on its priority. For example, 85 of all Medium priority calls must be closed within 2 days. &160; The Workgroup Explorer is your home away from home; your Helpmaster Inbox. The columns you display in this window can help you with the day to day management of your jobs. There are some great columns available that display 'time to...
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08/19/2009 4:29 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...