HelpMaster is a suite of helpdesk products that are designed to provide complete helpdesk access from all sources. In order to achieve integration with the internet, corporate intranets and email systems, some of the features found in the HelpMaster desktop edition have special properties that affect other products within the HelpMaster software suite. The HelpMaster Desktop edition allows certain entities to be marked as being "Web enabled". This serves several purposes as outlined below
A web-enabled helpdesk job template is always a fully qualified, valid helpdesk job template. This means that all of the mandatory information is filled in before it can be marked as being web enabled. The reason for this is to ensure that when such a template is being used, all of the fields are present, thus allowing the helpdesk job to be logged without the need to provide additional information. This allows such a job to be logged automatically and without human intervention. Such templates are used by the following 2 members of the HelpMaster product suite.
1. The HelpMaster Client Web Interface
When a job template is marked as "web-enabled", it means that it will appear within the list of available helpdesk templates that a client can select when logging a job from the Client Web Interface. For further information, refer to Web enabled job templates
2. The HelpMaster Email Manager
When the Email Manager logs a job, it is always done through a job template. Having a fully valid (web-enabled) template in this instance means that the Email Manager can log jobs, without having to provide additional information as it goes. All jobs are valid, because the underlying job template is valid. For further information, refer to the Email Manager
Web-enabled template actions are also used by the HelpMaster Client Web Interface and allow clients to update (add an action to) their jobs via the web. Like a web-enabled job template, a web-enabled action template must also be fully qualified, that is, it contains all of the mandatory information such as assign to and status links. For further information, refer to Web Enabled Template Actions
Knowledge base articles that are marked as "web enabled" are available to be viewed by clients using the HelpMaster Client Web Interface. For more information, refer to Web Enabled Knowledge Base Articles
See also