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 or pref, can you point me in the right direction?

The way the log job button remembers the most recent template doesn't make a lot of sense to me.  It implies that you tend to do the same type of job back-to-back.  In practice that's not the case.  Helpdesk staff might do a password change then a laptop warranty claim.  Second level support do such varied tasks that we don't really use templates, instead relying on Blank Job in the event that the job came straight to us (via email or phone) rather than through the preferred channel of helpdesk (which allows proper triage).  I understand this might vary according to how you've set up your job templates (meaning other HelpMaster customers), but I am drawing on my general experience traditional IT environments.

Now, with the new ribbon layout it seems there might be an opportunity to revisit how this all works?  After some discussion with our team here's how we think it should work...

Basically, the Log Job button would always create a new blank job.  If you want to use a template then you should be forced to make a selection.  The ribbon layout is well positioned to support that.  This would also mean that you could remove Blank Job from all 3 drop-downs, saving some space.  Thinking ahead, you might also make the Lob Job button itself be receptive to drag & drop emails!

That's the ideal model.  If we can't have that then can we at least have a way to set the default job template to 'Blank Job', either by user preference or system setting?

Let me know your thoughts.