What's new for HelpMaster v19?

v19 is a new release for a new year.  In this major new release, we've focused on the web portal, process workflow and overall product refinement in many areas.  This is the best HelpMaster yet!

APRIL 2019 - Now available!

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Firstly, what about version 18!?

Version 18 never happened!  Due to versioning and release semantics, HelpMaster went straight from version 17 to version 19.   It's a similar thing to why Windows 9 never happened. :-)  This doesn't mean that the dev team were not busy... quite the opposite.  Check out the release notes below.

April 2019 Release

The April release continues to build on stability, workflow improvements and lots of updates and fixes for Change Management.

Change Management

Fixed many issues with creating, updating and working with Change Management

A new voting option now allows voters in a request for change to be able to see other voters, as well as their comments.

change management cab voting visibility


Web Portal

It is now possible to re-order Request Catalogs, Job Templates and Knowledge Base articles so that they appear in the order that you specify.   This gives you greater control on building the request catalog and web portal just the way you like it.

web portal catalog ordering



The workflow panel and workflow object explorer continues to improve with better styling, formatting fixes and additional information about the workflow.

workflow process designer tools panel

Several workflow issues have been corrected for the checklists, change management, approvals and more

Workflow approvals have been improved to support re-starting.  This is useful if you need to change the approving person from the original approver.

workflow approval restart


New workflow object "Create Client".  Create new HelpMaster clients directly from workflow.  Can be set from variables, or user input.  This is a good workflow object for HR / New employee processes.

workflow create new client


February 2019 Release


Workflow has been a huge success in recent versions of HelpMaster, and this part of the product continues to evolve and improve. 

For this release, we've added a new Checklist object (see below), fixed some issues, re-styled the HTML presentation for the workflow panel, improved the approvals, and introduced a new column called "Workflow State"

Workflow State

The "Workflow State" column is now available via the Field Chooser for Jobs.  This field indicates the state of the workflow.  This is very useful if you're using workflow approvals, or are using workflow in general.


workflow state indicator

States include:

  • Workflow Ready
  • Workflow Complete
  • Awaiting Approval
  • Approval (Denied)
  • Approval (Approved)

Checklist Workflow Objects

Checklists come to workflow!  A new workflow object is now available that allows you to configure a series of checkboxes as part of a workflow step.  Individual check-boxes can be marked as "mandatory", meaning they have to be checked before the workflow can advance.  Check-boxes can also be marked as "N/A".

workflow checklist for process management


workflow checklist

Improved validation, control set and general fixes

Control Set validation, and general control set workflow interaction has been improved with several fixes.


Approvals are fast becoming one of the most popular workflow objects, and will continue to evolve over time.  The approval object can now be configured to send an email back to the person who initiated the approval workflow step when an approval result is determined.

Workflow approval process


Workflow approvals have been improved to display better Action Log information and visualization

workflow approval action log history

Web Portal

The web portal continues to grow in strength and functionality.  Every release of HelpMaster from now on will feature new and improved web functionality.

Job viewing security has been improved, to bring it more in-line with the Desktop security model.

The "Explorer" page for staff now supports more functions, similar to the desktop edition.   The grid-layout also includes "Asssigned To" as part of the "Last updated by", and "Logged By" column.

Unassigned Job queue for Skillgroups via Web Portal

Staff can now view "Unassigned" jobs in other skillgroups.

workgroup unassigned job queue


Selecting clients when logging a new job

When staff are logged into the web portal, they are able to select the primary client of the job by a text search.  A new quick-pick button also allow quick selection of themselves as the primary client.

web portal select client for new job

Private Actions

Actions that are marked as "Private" by a staff/technician now display on the web portal to the primary client, however the details are not displayed.  Previous, private actions were not displayed at all, giving the primary client the impression that nothing is happening with the job.  This improvement provides a better indication of activity, whilst at the same time keeping the action private.


helpdesk private action web portal

 Furthermore, actions in this state can present an alternate "Job Status" to the primary client.  Each Job Status can now have a corresponding "Client Caption" option that will be used when an action is in the "private" mode.

web portal job status client caption

Job Finder

The Job Finder now supports better searching for the Job "Work Commencement Date" field.  This is advantageous if you schedule work in advance of the current date.  This is great for MSP businesses (Managed Service Providers). The Job Finder also supports the new "Workflow State" field for searching.  This can be combined with Saved Searches to create very handy searches, or Priority Manager automation profiles.

Work commencement date MSP



The job billing tab has been improved to allow better editing/updating of billing information against actions.  A new "Totals" grid also displays aggregate billing information.

ITSM billing


Many general fixes, improvements, and under-lying components of HelpMaster have been upgraded to use the latest components, tool and technology.