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11 Topics and 21 Replies Web interface, client self-service and remote access  11  21  Discussion board for any issues regarding the HelpMaster Web Interface
RE: Date format
by  Scott Ward
06/05/2013 7:05 PM
11 21
RE: Date format
by  Scott Ward
06/05/2013 7:05 PM
32 Topics and 87 Replies Email Manager  32  87  Email response management changes the way you do business. The Email Manager has many options - discuss them here.
RE: Email tags not workin...
by  Rod Weir
12/23/2016 2:40 PM
32 87
RE: Email tags not workin...
by  Rod Weir
12/23/2016 2:40 PM
10 Topics and 12 Replies Priority Manager and Triggered Events  10  12  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
03/10/2017 11:16 AM
10 12
RE: Triggered Events on A...
by  Josh B
03/10/2017 11:16 AM
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
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0 Replies and 1290 Views Blogged! Practical ways to improve the quality of your service-desk email communication    1290  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 1290
01/13/2016 12:39 PM
0 Replies and 1543 Views Tell us what you think of v15    1543  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 1543
06/26/2015 1:38 PM
0 Replies and 2335 Views HelpMaster videos now available     2335  0 Started by  Rod Weir PRD&160;Software is pleased to announce that our HelpMaster video web page is now up and running. http://www.helpmasterpro.com/Support/Video-Tutorials.aspx Our aim to to regularly update this page with relevant video content that will help people to evaluate, use and configure HelpMaster. If you would like to see a particular video on any aspect of HelpMaster, please let us know. &160;
0 2335
09/28/2010 4:58 AM
5 Replies and 7252 Views On-line helpfile now available    7252  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 7252
by  Kate HerdJump to last post
07/27/2010 7:58 PM
3 Replies and 4254 Views More theme files to re-skin HelpMaster     4254  3 Started by  Rod Weir Hi everyone, Further to my blog about the new theme feature for HelpMaster  v9, attached to this post are some more theme files that you can use. Download and copy into your "Themes" folder, either locally, or in the network location. Best regards, Rod
3 4254
by  Scott McRaeJump to last post
02/03/2010 8:38 PM
2 Replies and 3951 Views Deleting system codes, issues, problems etc that are linked to jobs, clients or other entities.    3951  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 3951
by  Rod WeirJump to last post
12/22/2008 5:28 PM
0 Replies and 1561 Views HelpMaster freezes / hangs when using the Action screen  1561  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 1561
09/22/2015 10:47 AM
6 Replies and 4040 Views Behaviour of the log-job button and last-used template  4040  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 ...
6 4040
by  Josh BJump to last post
07/15/2015 5:36 PM
7 Replies and 4083 Views How many levels deep should the Issue Viewer go?   4083  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 4083
by  Josh BJump to last post
07/13/2015 11:13 AM
0 Replies and 1670 Views The new alert system in v15. Converting to modal popup alerts like v14  1670  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 1670
06/26/2015 1:29 PM
0 Replies and 1833 Views Bulk-updates for Job codes (Job Type, Priority, Issue etc.)  1833  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 1833
09/02/2014 11:00 AM
5 Replies and 5253 Views Automating Workflow with Action Templates  5253  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...
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by  ItroJump to last post
06/26/2013 12:01 AM
0 Replies and 2076 Views Unassigned skillgroup assignment - A bucket of tickets, or a diffusion of responsibility?  2076  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 2076
04/09/2013 6:53 PM
6 Replies and 6608 Views Knowledge Base Article Creation - Starting Out  6608  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 6608
by  Joanne CrangJump to last post
04/09/2013 1:59 AM
0 Replies and 1982 Views 32bit Edition of HelpMaster Desktop Crashes When Installed on a 64bit Version of Windows  1982  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 1982
10/30/2012 10:17 PM
3 Replies and 2995 Views Emailing behaviour changed in v12.8.24 & v12.8.31...  2995  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 2995
by  Dennis OdriJump to last post
09/26/2012 9:07 PM
0 Replies and 2031 Views Facebook scan to import client avatars  2031  0 Started by  Scott Ward If you go to Facebook and enter some ones email address in the search bar it does a scan and returns the public Facebook name and profile picture. I tried a little test app the other day, that does a scan of my email address and returns my Facebook profile picture which can be added to my HelpMaster client record. We could try creating an addin that looked at all our HelpMaster clients and tried their work email address and also their home address (if this is a field recorded in Help...
0 2031
09/03/2012 8:08 PM
8 Replies and 2896 Views Action log style - which one do you use?  2896  8 Started by  Rod Weir Which style do you use Check under User menu > General  
8 2896
by  Scott WardJump to last post
09/03/2012 7:45 PM
1 Replies and 2918 Views Actioning a job with multiple clients - flagging a job  2918  1 Started by  Rod Weir Received via tech support When completing an action you may not realise that the job has multiple clients.  How would you recommend flagging a job as having multiple clients I thought about having something perhaps in priority manager which adds on some text to the job title to indicate this thanks      
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by  Rod WeirJump to last post
06/04/2012 5:52 PM
0 Replies and 2485 Views Job Status code naming convention  2485  0 Started by  Rod Weir The following was taken from the old HelpMaster discussion board.  The information is still relevant, so I thought I&39;d post it here. From 2005... Here at PRD Software, our job status codes are divided into 2 categories, depending on whether the onus, or responsibility of the next action to be performed on a job lies with the helpdesk (us), or our clients (you). This also forms part of the naming convention for the status code. This makes it very easy to determine which state each jo...
0 2485
05/16/2012 9:55 PM
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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...