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11 Topics and 22 Replies Web Portal, client self-service and remote access  11  22  Discussion board for any issues regarding the HelpMaster Web Portal
RE: Job Templates get a n...
by  Rod Weir
11/15/2018 11:28 AM
11 22
RE: Job Templates get a n...
by  Rod Weir
11/15/2018 11:28 AM
32 Topics and 88 Replies Email Manager  32  88  Email response management changes the way you do business. The Email Manager has many options - discuss them here.
RE: Emails marked as "rea...
by  Rod Weir
04/10/2018 12:23 PM
32 88
RE: Emails marked as "rea...
by  Rod Weir
04/10/2018 12:23 PM
10 Topics and 11 Replies Priority Manager and Triggered Events  10  11  Share your escalations, SLAs, workflows and other automations you've made with the Priority Manager and/or the Triggered Events
RE: Triggered Events on A...
by  Josh B
11/04/2016 2:59 PM
10 11
RE: Triggered Events on A...
by  Josh B
11/04/2016 2:59 PM
12 Topics and 26 Replies Active Directory  12  26  Discussion of the HelpMaster Active Directory module. Synchronize users and provide single-point logon for HelpMaster
12 26
7 Topics and 4 Replies Workflow and Process  7  4  Discuss workflow and process design.
Copy and Paste workflow
by  Rod Weir
12/02/2019 11:42 AM
7 4
Copy and Paste workflow
by  Rod Weir
12/02/2019 11:42 AM
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0 Replies and 5078 Views Blogged! Practical ways to improve the quality of your service-desk email communication    5078  0 Started by  HelpMaster Administrator When was the last time you looked at what you're sending out to your clients and staff Do your email templates need a refresh Check out the blog post below for ideas and principles about email template design with HelpMaster.  Includes sample downloads. Practical ways to improve the quality of your service-desk email communication     
0 5078
01/13/2016 12:39 PM
5 Replies and 21028 Views On-line helpfile now available    21028  5 Started by  Rod Weir An on-line version of the HelpMaster helpfile is now available.  This updated version of the helpfile contains updated screen shots, a new layout for contents and a new section called 'HelpMaster concepts'.  This on-line version of the HelpMaster help file will be updated regularly, so remember to check back. As always, HelpMaster documentation is a work-in-progress, so please feel free to offer comment so that it can be improved. You can view the helpfile here www.helpmasterpro.com...
5 21028
by  Kate HerdJump to last post
07/27/2010 7:58 PM
2 Replies and 7869 Views Deleting system codes, issues, problems etc that are linked to jobs, clients or other entities.    7869  2 Started by  Rod Weir The following was emailed to us by a HelpMaster Pro user &160;&160;&160;If a user deletes an issue type from problem tree in Helpmaster Pro v7.5.184, do the jobs already closed with that issue type retain that issue If not what does it change too&160;&160;&160; &160; Yes, the jobs retain the issue. Whenever a job, client, asset, site or anything else in HelpMaster Pro links to a system code, and that system code is then deleted, the entity that was linking to it will still poin...
2 7869
by  Rod WeirJump to last post
12/22/2008 5:28 PM
0 Replies and 730 Views Adjust the date range for displaying closed jobs in Explorer  730  0 Started by  Rod Weir From tech support today... By default, the Explorer screen displays closed jobs that were closed in the previous month.  This interval can be changed by clicking on the "Option" section of the Explorer, and then setting the appropriate value.
0 730
12/11/2019 2:35 PM
0 Replies and 1311 Views Change Management  1311  0 Started by  Rod Weir Change Management in HelpMaster is a relatively new feature that is evolving rapidly.  Based off live-use in small and large departments, our "to do" list of development tasks is looking great, and there are exciting times ahead for this feature. Recent developments include: Better voting and visibility via the web portal A new "Manual approval" status, to differentiate from a "Pre-approved" change Better email communication for the different stage...
0 1311
05/23/2019 8:37 AM
0 Replies and 2270 Views Quick Re-assign from an Unassigned skillgroup queue  2270  0 Started by  Rod Weir The upcoming November release of HelpMaster contains a small, but very handy new feature. When a job is assigned to the "Unassigned" queue of a skillgroup, it is often desireable to re-assign that job to yourself to take ownership of it before updating it further.  In the past, this would require you to update the job via an Action, set the Assignment and apply the change. Now there is a much quicker way to do this.  "Quick Re-assign Job to me" will now ap...
0 2270
11/07/2018 11:10 AM
0 Replies and 2468 Views Faster entity search screens coming  2468  0 Started by  Rod Weir Next release of HelpMaster will feature faster entity search screens (clients, sites, assets, all templates etc).  We&39;ve re-factored a lot of code and made each of these screens a lot more light-weight.  This means they open noticibly faster, and will be easier to update and improve in subsequent releases of HelpMaster.
0 2468
08/03/2018 1:39 PM
0 Replies and 2505 Views Categories for templates - Job, Action, Email  2505  0 Started by  Rod Weir Configuring HelpMaster is an on-going task that requires a good understanding of the business and the processes you&39;re working with.  To assist in managing and documenting your configuring, all system codes, as well as templates and other HelpMaster objects and entities have one or more "classification", or "category" codes. Use this feature to group similar system codes, template and other objects into logical grouping.  This will make them easier to use, fi...
0 2505
04/29/2018 5:26 PM
1 Replies and 5496 Views Configuration Management  5496  1 Started by  Guy I looking people using Helpmaster for Configuration Management (CM) down to the Configuration Item (CI) level. How have you have built your CM tree.
1 5496
by  Rod WeirJump to last post
11/20/2017 8:55 AM
0 Replies and 5425 Views HelpMaster freezes / hangs when using the Action screen  5425  0 Started by  Rod Weir We're currently investigating an issue that is causing HelpMaster to freeze/hang when using the Action screen. It seems to be related to the spell-checker and/or the auto-save feature that the action screen uses.  Periodically, the Action screen will save the contents of the action details textbox to a text file located at  C:\ProgramData\PRD Software\HelpMaster\AutoSave\ It seems that machines running Microsoft Defender can sometime hang during this save.  Adding an exception i...
0 5425
09/22/2015 10:47 AM
6 Replies and 9217 Views Behaviour of the log-job button and last-used template  9217  6 Started by  Rod Weir Received via tech-support.... When I log in to HelpMaster and press the Log Job button, seems to use the most recent job template I used (from previous sessions) other than '(Blank Job)'.  But if during a session I use the Blank Job, it will associate the Lob Job button with the Blank Job for the rest of this session.  Just to be clear, this seems inconsistent and not useful.  :/ If I understand correctly, this is not a user preference or setting.  If there's a setting ...
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by  Josh BJump to last post
07/15/2015 5:36 PM
7 Replies and 8661 Views How many levels deep should the Issue Viewer go?   8661  7 Started by  Rod Weir Currently the issue viewer in HelpMaster is limited to 5 levels deep.  This allows for some detailed hierarchies to be built, and gives the reports some fine granularity. However....it has been requested that we expand the depth out to 10 levels deep! What do you think  Would 10 levels deep be a good thing, or a bad thing
7 8661
by  Josh BJump to last post
07/13/2015 11:13 AM
0 Replies and 5209 Views Tell us what you think of v15  5209  0 Started by  Rod Weir Now that v15 has been released, tell us what you think. We want to hear the good, the bad and the ugly. Here's some things we're keen to get feedback on.. The new-look graphics and layout Triggered events The new alert system Help file  Anything else Every bit of feedback helps us to make HelpMaster better. Thanks, HelpMaster Development Team
0 5209
06/26/2015 1:38 PM
0 Replies and 5195 Views The new alert system in v15. Converting to modal popup alerts like v14  5195  0 Started by  Rod Weir Previous versions of HelpMaster had a simple client alert system that would display a modal message box whenever a new job was logged for that client.  As part of the v15 upgrade, these alerts are converted into the new style that offers 3 different display methods.  By default, the conversion process changes the alert style from a modal popup into a more passive 'notification' style alert where a red numbered circle appears in the title-bar of the window being used. For those wishi...
0 5195
06/26/2015 1:29 PM
0 Replies and 4876 Views Bulk-updates for Job codes (Job Type, Priority, Issue etc.)  4876  0 Started by  Rod Weir Currently HelpMaster does not support bulk-updates of job classification codes such as Priority, Contact Type, Job Type, Issue etc, however there is a way to do it using direct SQL against the HelpMaster database.   CAUTION!  Using direct SQL against your live HelpMaster database should be used with care!  It is possible to update/delete records in an unintended manner.  There is no undo with SQL - the only 'undo' is a restore from your last good backup.   The follow...
0 4876
09/02/2014 11:00 AM
5 Replies and 9070 Views Automating Workflow with Action Templates  9070  5 Started by  Michael Cleaver I'm trying to get my head around automating workflow using Action Templates. Consider a routine job that requires actions A, B and C to be completed in order to&160;finish the job. I would create a Job Template and link actions A, B and C as 'Actions To Do', thus building the required workflow into the job itself (having of course created Action Templates for A, B and C). If a staff member forgets about action C, the application warns (or prevents) the job being closed due to incomplete Actions...
5 9070
by  ItroJump to last post
06/26/2013 12:01 AM
0 Replies and 5097 Views Unassigned skillgroup assignment - A bucket of tickets, or a diffusion of responsibility?  5097  0 Started by  Rod Weir HelpMaster supports a flexible job assignment process.  Jobs can either be assigned either to an individual, or to the "Unassigned" queue for a given skillgroup.   Think of jobs that are assigned to a skillgroups&39; "Unassigned" queue become like a "Bucket of jobs", a pool perhaps  Anyone that belongs to that skilgroup has the ability to pick a job, and re-assign it to themself and take ownership of it. One of the dangers of a "Bucket of ...
0 5097
04/09/2013 6:53 PM
6 Replies and 11269 Views Knowledge Base Article Creation - Starting Out  11269  6 Started by  Joanne Crang Hi, We don&39;t currently use the Knowledge Base feature but I have decided that it is about time we do!  Does anyone have any useful tips on getting it right from the start so that the information presented is consistent; easy to use; find etc. I don&39;t want to create hundreds of articles only to find that I should have categorised them differently; called them different names or presented the information differently. Any tips or reference articles to read would be great! Thanks ...
6 11269
by  Joanne CrangJump to last post
04/09/2013 1:59 AM
0 Replies and 4431 Views 32bit Edition of HelpMaster Desktop Crashes When Installed on a 64bit Version of Windows  4431  0 Started by  Dennis Odri We have just published a new HelpMaster Knowledge Base article dealing with this issue. Please follow this link to the article...
0 4431
10/30/2012 10:17 PM
3 Replies and 7058 Views Emailing behaviour changed in v12.8.24 & v12.8.31...  7058  3 Started by  Dennis Odri   In an attempt to reduce emailing errors due to Outlook/Exchange Address Book recipient resolution, we inadvertently disabled auto resolution in HelpMaster v12.8.24 on a global scale. Unfortunately this has had some unexpected results for users, primarily that the &39;From:&39; address specified in HelpMaster isn&39;t being honoured.   Due to the changes, HelpMaster now only uses the default Outlook mailbox in the Outlook profile as the &39;From:&39; address. Most users probab...
3 7058
by  Dennis OdriJump to last post
09/26/2012 9:07 PM
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April 2020 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available! For a list of the major new features of v20, see  https://www.helpmasterpro.com/Support/Updates-...

February 2020 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available! For a list of the major new features of v20, see  https://www.helpmasterpro.com/Support/Updates-...

December 2019 release now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available.  This release focusses mainly on stability, with an important fix for the Email Manager if using IM...

Adjust the date range for displaying closed jobs in Explorer by Rod Weir in Using HelpMaster with 0 replies From tech support today... By default, the Explorer screen displays closed jobs that were closed in the previous month.  This interval can be ...

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...

April 2020 release now available by Rod Weir in Announcements A new release of HelpMaster is now available! For a list of the major new features of v20, see  https://www.helpmasterpro.com/Support/Updates-...

February 2020 release now available by Rod Weir in Announcements A new release of HelpMaster is now available! For a list of the major new features of v20, see  https://www.helpmasterpro.com/Support/Updates-...

December 2019 release now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release focusses mainly on stability, with an important fix for the Email Manager if using IM...

Adjust the date range for displaying closed jobs in Explorer by Rod Weir in Using HelpMaster From tech support today... By default, the Explorer screen displays closed jobs that were closed in the previous month.  This interval can be ...

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...