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Last Post 6/24/2008 10:00 PM by  Rod Weir
HelpMaster Pro v8 observations....
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Rod Weir
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10/23/2007 4:33 PM
    The following was sent in by a client using HelpMaster Pro v8. I thought it was useful to post it here for public comment and further discussion....

    "1. In HMP 7.5, in the welcome screen there is the Availability Status - where you can set Available, Lunch, Not Available. How much does HMP use this information - is it recorded for reports etc? Currently we just leave it as available all the time and never change it when we log on or off or go to lunch etc. What effect will this be having in the system? What changes to this are there in V8?

    2. HMP 8 - AD Module. When a restore our live 7.5 db to version 8 and run the AD module, we get heaps of duplicate entries. Can I sync AD id's to existing HMP id's before any synchronisation is done? I was thinking that maybe I setup the profile and do any synchronisation before I set any schedule....

    3. General comment on the help files provided with HMP - they need to be much more comprehensive and give more background and detailed information about how the settings operate within HMP. For example the welcome screen - are the settings there just for information at that point in time or are they recorded over time so you can see over a period of months when people logged into and out of the system. The help doesn't say. Also in client setup - there is Internal and External - but not to what they relate to - Internal to the Helpdesk system or the Company - and are there reports that use this. I've found many settings I've wanted to know more about and how they operate within HMP but the info is just not there. I've also checked out the discussion boards - and they haven't been much help either. We are trying to bring ITIL into our department and align ourselves and the helpdesk system with these processes - and design the processes, with accurate reporting and measureable results - but without a more detailed understanding of the processes within HMP it's hard to know if we are aligning or configuring HMP the way we want, and if the reports we are getting are accurate. Maybe some whitepapers are required in addition to the help files."




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    Rod Weir
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    10/23/2007 4:54 PM

    1. Welcome screen and "Availability Status".

    The availability status was designed to give a quick summary of the staff members' general availability. The value for the availability status can be selected from the drop-down list, or simply typed in. Once the availability status is set, it will be displayed in the "Q Check" screen where it can add meaning to whether or not to assign a job to a particular staff member or not, as well as the "Helpdesk Explorer" screen. This functionality has not changed in v8.

    2. Active Directory module and duplicate clients.

    The Active Directory module has been designed to create new HelpMaster Pro clients if a new entry appears in AD, or simply update an existing HelpMaster Pro client if their AD record changes.

    However! If existing HelpMaster Pro clients are not first associated with AD, then the Active Directory module will not know about the association and will assume that they don't exist and will create them - thus creating duplicates. The easy fix for this is to use the "Associate Existing" tab to configure the HelpMaster Pro > Active Directory relationship before you run a "Create new clients" profile.



    3. Helpfiles and documentation

    Thank you for the feedback. The helpfile is a work-in-progress and we'll endevour to bring it further up-to-date with every release of HelpMaster Pro. We'll pay particular attention to trying to explain each feature on each screen. Whitepapers are also a good ideaa - particularly with regard to implementing ITIL and HelpMaster Pro. I'm sure many people will appreciate such a paper.

    Best regards,

    Rod
    PRD Software

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    6/24/2008 9:44 PM

    Can't post in the annoucements board, obviously. But just wanted to say "thanks!"

     

    re the latest maintenance release. I'm so glad you fixed this -

    26134 Pasting text using "v" into an email preview screen would paste the same text twice. This behaviour has been corrected.

    I always thought that was me going crazy. I'm still on v7.5.184 and this ctrl-v thing happens to me when pasting into the knowledgebase. But I'm told we will be upgrading to v8 shortly.

    Rod Weir
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    6/24/2008 10:00 PM
    Hi Muser,

    Thanks for the feedback. Yes, that CTRL+V got me also. Glad to see the back of that one. For the upcoming 8.1 release we've also updated the text control that we're using to the latest version (up 2 full releases) and it's got much better text formatting capabilities that we plan utilizing in the future even more.

    Rod
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