What is new for HelpMaster v17
The toolbar menu layout has changed to offer a better distribution of
functionality grouping. On the left is also the "HM" menu that replaces
the "User" menu and also includes additional screen. There is now a
dedicated menu for Knowledge, Change, and Web functionality.
Client linking improvements
Clients can now be linked to more than one site! This is great if you
have clients that move around between offices, or sites and you need to track
that. This makes the configuration of HelpMaster and the logging of jobs
much more intuitive and natural. We've also improved the job-logging
process to make this even simpler - see below for further details.
New visual indicators and "quick pick" boxes are now used to view and select
clients, sites and assets throughout HelpMaster
Auto-initials for entities without images
Whenever a client, site or
asset does not have an image, HelpMaster will display a 2-character summary of
their unique ID, similar to the way a mobile phone app does. This will
assist in quickly identifying entities that do not have an associated image.
Workflow improvements and new capabilities
The workflow functionality has received a major upgrade to facilitate more
complex business processes.
New workflow items include:
- Script-based direction flow. Used for programmatic control over
which way a workflow should progress
- Variables and Variable modifiers. Used to store values and then
re-use/modify/evaluate as part of the workflow
- Control Set Validation. Used to check that data is present, or
- Milestones. Used to measure progress within a workflow.
Great for reporting and automation
- Log a new job. Jobs can be logged silently, or interactively, and
options for automatic linking allows for some inventive workflow
- Improved script control Now supports Powershell scripting!
Lots of power and options here. Great for system administrators and
Workflow auditing, history and documentation has been improved. Each
workflow, item, template and flow is now fully logged so that you can see what
Controls sets are similar to custom data fields, but with special powers. Create as many
"control sets" as you like - name them, and use them to capture information.
Think of them as mini-forms that are used to capture data. Control sets
can be added to all of the main HelpMaster entities (clients, sites, assets,
jobs) and will appear on the
"Control Sets" tab. You can also add
multiple control sets to each entity.
Controls sets will open up a whole new level of data capture and use within
HelpMaster. Link them to the new workflow objects, and use them on the new
web portal to capture all of the information that you require for each job type.
Controls sets will change the way you configure and use HelpMaster. Not
to be overlooked!
Re-designed job screen
The job screen has been re-arranged in order to display new information and
optimize the layout.
Included on the front tab is now Client, Site and Asset information. This
makes it much easier to see the context of a job and what's linked to it.
The process of linking an entity to a job is improved via new quick-pick
selectors (see below).
New quick-pick selectors for clients, sites and assets
In addition to a new layout, the job screen (and all other "Links" tabs) now features
a "quick pick"
selection for Clients, Sites and Assets. This allows you to quickly link
an entity without having to open the full search screen - now you simply start
typing and selecting from the list. Much better!
Completely re-designed and re-built from scratch web interface
The web portal has been totally re-built from the ground up using the latest
in web development tools and technologies. We've re-architechted the code,
the infrastructure and everything else to deliver a new visual interface with
some powerful new features. Your team and customers are going to love the
new web portal. It's fast, looks great and delivers some exciting new
The new web portal utilizes the new template catalogs (see below) to deliver
a new-look request system that makes logging a new job/request so much easier
and intuitive. The new web portal is built on HTML 5, CSS 3, Bootstrap and
features many new web tools and technologies that will allow the product to
develop and improve greatly in
The initial release of HelpMaster v17 will only include web functionality for
client based requests and ticketing. The full staff web functionality will
be available in a future release.
Request catalogs are groupings of Job Templates and Knowledge Base articles
which can then be used to display options via the new web interface to your
clients. Template catalogs make it easy to group business request types into
similar groups and then make it available for staff and clients to access.
New grouping category
A new drop-down box now appears on all entities, and profiles. This
feature is used to group things together which makes administration and future
feature improvements possible.
New "Client Action required" state
In the desktop edition of HelpMaster, staff now have the ability to mark an
action as "Requires client response". If the client logs into the web
portal, they will see their job with a clear marker informing them of the
update. This feature works with the new Job State (see below)
Job State (for Desktop + Web Portal)
A new job state indicator feature is now available. Job State will help
both staff and clients to quickly identify the state a job is in. This is
very helpful to visualize which job require attention, which jobs have been
updated, and which jobs are new. For clients using the new web portal this
will give a clear indication that their job has been updated by service desk
agent, and requires their response. Conversely, when the client does
response, the agent (staff member the job is assigned to) will also be notified
by changed state indicator.
The Desktop Explorer screen for staff
The web portal for clients
More flag types, and flag integration
There are now more flag types to use for marking jobs. In addition to
the regular coloured flags, there are now new icons that can be used to "flag" a
job. These are searchable via the Job Finder, and the Email Manager can
also flag them as part of the post-processing action. Very handy as
another mechanism to classify/organize jobs visually.
Change management comes to HelpMaster!
A new top-level "Change Management" feature allows you to define a request
for change (RFC), define a change advisor board (CAB), and then define an
implementation. Each change can be "approved", or "denied" based on the
input from the CAB, and a new "Change Management" section now appears in the
Explorer screen for each staff member.
Change requests can be built into a workflow process, and linked into other
change requests to form more complex, or multi-stage request approvals.
Miscellaneous fixes and improvements
As usual, the latest version of HelpMaster contains many "under the hood"
improvements, fixes, and performance tweaks. We've fixed a lot of bugs,
improved the load time of many screens, improved the screen flickering and
drawing issues, and tried to deliver an improved user interface.