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0 Replies and 2874 Views Updating custom Crystal Reports to work with UTC dates    2874  0 Started by  Rod Weir HelpMaster v12 changes the way date data is stored in the database.  If you have created custom Crystal Reports (or other reports in other solutions), you will need to update your reports to reflect accurate date information. For information about how to convert / write Crystal Reports to work with UTC dates, please refer to this knowledge base article PRD Software also offer a Report writing and development service as part of our professional services.  Read about this here http://w...
0 2874
02/23/2012 9:53 PM
0 Replies and 3205 Views Custom report swap-shop now open for business!    3205  0 Started by  Rod Weir PRD Software is pleased to announce a new section of the HelpMaster Pro website.  The custom report swap shop is an on-line, community driven page on this web site that will allow the development, sharing and uploading of custom reports for HelpMaster Pro. VIsit the custom reports swap shop today.
0 3205
03/13/2008 6:49 PM
0 Replies and 1054 Views Use PowerBI for HelpMaster dashboards  1054  0 Started by  Rod Weir Microsoft PowerBI is a powerful dashboard tool that allows you to quickly create dashboards based on your helpdesk / service-desk data.  With an ever-increasing array of visualizations, stylings and data connectors, it's easy to get the data you need.   PRD Software is currently working on a range of different PowerBI dashboards that leverage HelpMaster's reporting queries and data.  This will be make available in a future release. What measures are most important at your w...
0 1054
09/23/2016 3:03 PM
0 Replies and 1934 Views Create a helpdesk dashboard using Excel pivot tables  1934  0 Started by  Rod Weir This older blog post has just been updated to include auto-refresh time, and other information about how to change the database connection, and query properties.     Also includes a sample download for you to try. Build a dashboard today!  It's fun. http://www.helpmasterpro.com/Community/Blogs/Post/1457/Build-a-help-desk-reporting-dashboard-using-Excel
0 1934
09/16/2015 10:23 AM
1 Replies and 2687 Views Reports using custom fields  2687  1 Started by  Anne Savoie Can I run a report that will be able to filter info from our clients custom fields   Thanks, Anne C/W MARS, Inc.
1 2687
by  Scott McRaeJump to last post
12/15/2014 1:16 PM
1 Replies and 7191 Views Problem / Issue hierarchy report and how to bulk-reclassify issues for jobs.  7191  1 Started by  Rod Weir How is your issue / problem hierarchy looking these days&160; Is it out-of control&160; If it is, then there's a good chance that the jobs you are logging are not being classified correctly - there's either too much choice, or it's just downright confusing.&160; Either way, an out-of-control Issue hierarchy can affect your reporting and overall efficiency of your helpdesk. See the next post for a link to download a simple, but useful report for a HelpMaster Pro cleanup.&160; Save it int...
1 7191
by  Rod WeirJump to last post
08/15/2012 9:01 PM
0 Replies and 2430 Views The issue hierarchy field in v11 reports and database  2430  0 Started by  Rod Weir Received via tech support regarding the change in reporting fields between v10 and v11 I remember that the Issue 1, Issue 2, Issue 3 and Issue 4 are variables that I declared to break up the Issue field to report different category levels. How is it now with the version of helpmaster Is there fields that I can use to report different level of call issue type &160; The Issue1, Issue2 etc fields are no longer part of the base reporting views.&160; They have been replaced with the comp...
0 2430
09/26/2011 7:46 PM
0 Replies and 2233 Views Report request - Hours to close in business hours  2233  0 Started by  Rod Weir Submitted to our tech support today Is it possible to have a report to have a report called Hours to close jobs (business hours).&160; Similar to the priority manager that can compare how many business however the job has been opened rather than the total hours....eg a job that has been opened on Friday afternoon at 4pm and closed Monday at 10am has only taken 2 hours rather than 50 hours &160; Thanks for the suggestion.&160; We'll definately look at creating this report and others li...
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09/14/2011 8:32 PM
0 Replies and 2167 Views Reporting in v11 blog  2167  0 Started by  Rod Weir Reporting in v11 blog.&160; http://www.helpmasterpro.com/Community/Blogs/EntryId/77/A-look-at-the-new-reports-and-reporting-structure-in-HelpMaster-v11.aspx &160;
0 2167
07/22/2011 1:07 AM
7 Replies and 11197 Views How do you define response time?  11197  7 Started by  Rod Weir Hi HelpMasters, We are currently in the process of creating new reports for the next release of HelpMaster.&160; The new reports will display details about reponse times / sla's / time periods etc.&160; In order to create the most useful reports, we are seeking some feedback on the topic of response times. How do you define response time Is it the date / time when you acknowledge the job (using the dedicated 'Acknowledge job' action button Is it the first staff action after t...
7 11197
by  Rod WeirJump to last post
03/24/2011 6:20 PM
1 Replies and 4745 Views Can't run reports  4745  1 Started by  Adam cwt &160;Hi, We moved our HM Pro software to a different server a while ago and everything is working fine except we can't run report and get below error. &160; Version :6.0.8005 Does any know what could cause to this issue&160; Thanks Error Number: -2147206463 Product: Desktop Error Description:&160; Error Source: HMP6Reports.clsDisplayReport.DisplayReport Dll Version Info: PRDErrorTrap = 6.0.8005; &160;HMP6GUI = 6.0.8005; &160;PRDCGUI = 6.0.8005; &160;HMP6BLL = 6.0.8005; &160;HM...
1 4745
by  Rod WeirJump to last post
02/21/2011 1:28 AM
0 Replies and 3262 Views New SLA response time report now available in the reports swap shop  3262  0 Started by  Rod Weir Just uploaded a new SLA style report.&160; Lots of graphs to show whether jobs have been acknowledged within 4 hours. &160; Check it out here http://www.helpmasterpro.com/Community/HelpMaster-custom-reports-swap-shop.aspx &160; &160;
0 3262
09/28/2010 8:29 PM
0 Replies and 2728 Views New report available in swap shop - Staff activity weekly summary  2728  0 Started by  Rod Weir Hi everyone, I've just uploaded a new report to the report swap-shop. It's a variation on the weekly staff activity report, and it's quite revealing.&160; Download it now and give it a go. http://www.helpmasterpro.com/community/helpmaster-pro-custom-reports-swap-shop.aspx Rod
0 2728
04/28/2010 7:11 PM
1 Replies and 5100 Views Crystal Reports 2008 runtime components  5100  1 Started by  Joanne Crang Where do I find the Crystal Reports 2008 runtime components to download from your site Had them the other day and now can't find them! Thanks Joanne
1 5100
by  Rod WeirJump to last post
12/13/2009 5:11 PM
1 Replies and 6316 Views Use Excel to create powerful reports  6316  1 Started by  Rod Weir Hello helpdeskers, I've just written a blog on using Excel to create powerful PivotTable and PivotChart reports.&160; Check it out - this reporting technique is very powerful and easy to do. http://www.helpmasterpro.com/commun...art-2.aspx Hope it helps, Rod &160;
1 6316
by  jsuhleJump to last post
08/23/2009 10:25 PM
6 Replies and 3391 Views Reports not showing every job!  3391  6 Started by  Joanne Crang I have been running reports (tried various different ones) all with the same filter.&160; The filter includes all jobs logged within the last 7 days and all non closed status's.&160; I have run this same filter through the job finder screen as well. Three of my jobs do not appear when I run the reports; however these 3 reports do appear on the job finder window.&160; Is there any reason I'm missing as to why I can't see them in a report&160; They look normal to me and pass the filter crite...
6 3391
by  Rod WeirJump to last post
05/18/2009 7:35 PM
1 Replies and 3284 Views Sorting Our Reports  3284  1 Started by  Joanne Crang Hi, Is there anyway I can sort the content of a report on a certain field Joanne
1 3284
by  Rod WeirJump to last post
05/18/2009 7:33 PM
0 Replies and 2580 Views Updated staff activity reports  2580  0 Started by  Rod Weir Hello helpdeskers, Since the HelpMaster Pro v9 release, the staff activity reports have not worked correctly.&160; A fix is now available. Attached to this post (see link below) is a zip file of the 5 fixed staff activity reports.&160; Simply download this file, unzip it, and copy the reports over the top of your existing reports. The monthly summary report has been updated so that it also includes a breakdown of not only how many actions each staff member has performed during the reporti...
0 2580
03/09/2009 10:07 PM
1 Replies and 4337 Views Daily running total report - comments  4337  1 Started by  Rod Weir Sent in from a client regarding the daily running total report... 'Is there a way of applying a filter to make it have a daily running total instead of weekly Can filters be applied to custom reports I would be interested to know as we report on two different business units (subsidiaries in a way I guess you could say) separately' &160;
1 4337
by  Rod WeirJump to last post
03/25/2008 11:40 PM
2 Replies and 4596 Views Custom Fields defined against assets  4596  2 Started by  Daryl Quadros Hi, I'm trying to pull together a report that contains a set of specific assets and which clients they are linked to. In this report, I also need to pull out a specific custom field that is defined against the asset - in which tables can I find the custom field information and how is it linked to the assets Thanks in advance, Daryl.
2 4596
by  Rod WeirJump to last post
11/03/2007 12:42 AM
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Intermittent Slow Performance on win 10 by Richard Baler in Bugs!!! with 0 replies We have V16.7.11 installed and on win 7 it works fine but using on win 10 we are finding that intermittently when either open/updating jobs we are get...

Email tags not working. by David C in Email Manager with 1 replies Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not ...

Knowledge Base improvements by Rod Weir in Wishlist with 0 replies We've recently received some requests to improve the knowledge base feature in HelpMaster via our support channel.  I'm re-posting some of the id...

Triggered Events on Assets by Josh B in Priority Manager and Triggered Events with 3 replies I want to set up some automation for Assets but I need some help.  Rather than sending a support email through, I thought I'd share the developme...

Automatically unsuspending jobs by Josh B in Priority Manager and Triggered Events with 2 replies Today I implemented some Priority Manager profiles to automate the unsuspending of jobs once a target date is reached.  Thought I'd share... ...

Use PowerBI for HelpMaster dashboards by Rod Weir in Reports and reporting with 0 replies Microsoft PowerBI is a powerful dashboard tool that allows you to quickly create dashboards based on your helpdesk / service-desk data.  With an...

Template catalogs by Rod Weir in HelpMaster development with 0 replies Another great new feature of v17 is "Template Catalogs".  Template catalogs are groupings of Job Templates and Knowledge Base articles.  E...

Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development with 5 replies The next version of HelpMaster has a radically improved workflow system with lots of new workflow objects.  One of the most powerful and useful i...

Clients can now link to multiple sites by Rod Weir in HelpMaster development with 0 replies Another handy feature of HelpMaster v17 is the ability to link clients to multiple sites.  Previously clients could only be linked to 1 site only...

Control Sets - think custom fields, but much, much better... by Rod Weir in HelpMaster development with 0 replies One of the major new features of the next version of HelpMaster is the control sets. Think of control sets like mini-forms that you can design, and t...

Latest posts including replies

Intermittent Slow Performance on win 10 by Richard Baler in Bugs!!! We have V16.7.11 installed and on win 7 it works fine but using on win 10 we are finding that intermittently when either open/updating jobs we are get...

RE: Triggered Events on Assets by Josh B in Priority Manager and Triggered Events So there were several unexpected challenges here. It took a long time to get database permissions enabled for sp_send_dbmail. Then there were some b...

RE: Spotlight on workflow object - Log new job by Josh B in HelpMaster development This looks really great. Can't wait!...

RE: Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development Hi Josh, Thanks again for the feedback and ideas. The new workflow designing has some of these things already.  Keyboard support has been i...

RE: Spotlight on workflow object - Log new job by Josh B in HelpMaster development Couple more ideas for workflows. First, I want to point out that the pattern I have adopted is to have an message box present instructions then an act...

RE: Email tags not working. by Rod Weir in Email Manager Hi David, Thanks for the information. Can you tell us what version of HelpMaster you're using, as well as what module is sending the email (Deskto...

Email tags not working. by David C in Email Manager Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not ...

RE: Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development Hi Josh, Thanks for you post – some good ideas and feedback here as usual. Your idea of having a pre-job workflow is something we’ve alr...

RE: Spotlight on workflow object - Log new job by Josh B in HelpMaster development Over the past couple of days I have been looking at workflows in v16.10.17.4 (without the changes mentioned above). We are attempting to map one of o...

RE: How to improve SQL Server performance and thus HelpMaster's too. by Josh B in HelpMaster SQL Server database Thanks for the tip about business time. Makes total sense. Can you elaborate on anything we can do in terms of database maintenance, indexing or o...