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0 Replies and 2086 Views HelpMaster Roadmap    2086  0 Started by  Rod Weir Check the HelpMaster roadmap for a list of features and development that are planned for future releases. http://www.helpmasterpro.com/Products/Product-Roadmap.aspx Please post your features requests in this 'Wish list' forum. &160;
0 2086
10/13/2010 1:15 AM
2 Replies and 3933 Views Windows 7 - pin to taskbar    3933  2 Started by  Scott McKenzie HMP.Desktop.exe does not allow me to pin it to the taskbar in Windows 7. If I right click on the shortcuts created during installation (on the desktop and in the start menu) the option isn't there. &160;If I right click on the icon in the taskbar when the program is open the option isn't there. If I run the program directly I do have the option to pin to taskbar but it doesn't work. &160;When I close the program the icon disappears. Strangely enough the Active Directory Manager can be pinne...
2 3933
by  Rod WeirJump to last post
06/28/2010 10:23 PM
0 Replies and 401 Views Knowledge Base improvements  401  0 Started by  Rod Weir 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 ideas here for discussion.    Better granularity in knowledge base article access/security/privilege. Read/Write vs View only Ability to open an article in read-only mode, and only those with permission can enable an 'edit' mode Have roles for authors, reviewers, publishers, content experts, Quality assurance etc. &...
0 401
11/23/2016 10:23 AM
2 Replies and 2931 Views Being able to attach multiple files  2931  2 Started by  Timo Currently we can attach files to a job, although each file will need to be attached in turn. Due to the products that we provide support for, on a regular basis we receive a number of files to support the fault report (config files, screen shots, log files etc). It would be great if we could attach more than one file at a time. Currently we would have to link each file at a time
2 2931
by  Rod WeirJump to last post
01/01/2016 1:10 PM
5 Replies and 3933 Views Suggestions  3933  5 Started by  john leo 1. A separate window or column for additional notes, it is for using quick reference for the case. 2. For ticket explorer - have an option of similar view with Outlook. 3. The billing time be seen on the action items without the need of opening the action item.
5 3933
by  Rod WeirJump to last post
09/04/2015 9:17 AM
4 Replies and 3124 Views Working folders - Separate attachments per skillgroup  3124  4 Started by  Rod Weir This request was recently received via tech support email. 'It would be essential for someone using HMP for various ‘departments’ to have separate Working Folders for each Skillgroup. For example I would not want my Administration, Facilities or Fleet Skillgroup staff to be able to see attachments, knowledgebase articles etc. relating to IT Helpdesk Staff and vice versa. So I think a solution is to store the Working folders under Skillgroups rather than under System Administra...
4 3124
by  Rod WeirJump to last post
07/13/2015 11:48 AM
0 Replies and 1523 Views Import Contacts to Outlook address book  1523  0 Started by  Itro Hi Guys, As you know our staff are sometimes on the road and need to make or receive a call or navigate to a client's location using GPS.  We'd love to be able to import the contacts from Helpmaster into our personal outlook addressbook and use activesync to allow their smartphones to use the native functions of their phones for dialling, caller ID and navigation. We would love if an auto-sync could be arranged (similar to how we can have SharePoint lists in Outlook).  If we couldn't...
0 1523
12/15/2014 1:21 PM
2 Replies and 2439 Views Priority manager purge function  2439  2 Started by  Itro Hi Guys, We recently implemented some automation in our office that logs cases for daily backup logs using email manager.  We realised when we did this that we would create a fair bit of noise in the database and to a fair extent we've managed to minimize its impact on our users but it made me think that it would be great if we could set Priority manager to purge cases.  I know we have the purge function, but this would require me or another admin to log on and do it manually - the mo...
2 2439
by  ItroJump to last post
12/10/2014 10:25 AM
3 Replies and 3015 Views Email Manager - Job field builder  3015  3 Started by  Itro We use email manager to create cases but often the emails contain a few key details but also contain lot of "noise" that our techs need to sort through to find the important job details.  The emails are automated from 3rd parties or from other software systems so are in a standard format that can be parsed.  It would be great to use email manager to filter out the noise and build job fields by concatenating variables with meaningful text so the jobs contain only useful infor...
3 3015
by  Rod WeirJump to last post
10/10/2014 12:20 PM
1 Replies and 3208 Views Wish fro Improved AD Integration  3208  1 Started by  Adrian Coulls When a computer joins a domain AD Profile can create the Asset detail.   e.g. Asset ID = Computer Name, Site = Site Description = Model Description, Operating system  Name - Version Service Pack = Configuration etc   When Computer information changes in either AD or HMP then Computer details are updated.
1 3208
by  Rod WeirJump to last post
08/15/2014 2:18 PM
2 Replies and 3340 Views Shortcut Keys for Adding Progress Notes  3340  2 Started by  Menard Butac Hi Everyone, My first post and it&39;s a wish list! Is it possible to have a shortcut key in adding progress notes There may be a need to add an additional field (job ) in the action details. This is so it could go directly to the correct job number instead of selecting it from the ticket explorer.
2 3340
by  Menard ButacJump to last post
04/10/2014 11:27 AM
1 Replies and 2755 Views Configurable custom queues  2755  1 Started by  Itro Hi Guys, I have just recently started using custom queues.  I think they&39;re great.  One thing I would like to see is to be able to set on a per queue basis, whether closed jobs remain in the custom queue or are automatically removed.  Some queues I need to be able to see cases that have already been closed, other queues they just clutter the queue.  Being able to configure this per queue would be a great feature.
1 2755
by  Rod WeirJump to last post
02/20/2014 12:58 PM
1 Replies and 3385 Views Contact view from Job  3385  1 Started by  Itro Would love it if there was a single click access to the primary client for a job and to the primary site of the job from the window control - ie. where the print button and the quick actions are.  We view client and site details often.  It would be really handy if it was a single click action from any location within the job.
1 3385
by  Scott WardJump to last post
11/20/2013 3:56 PM
1 Replies and 2673 Views Credit stop for sites  2673  1 Started by  Itro Hi Guys,   We have a few clients who are on credit stop  (doesn&39;t everyone).  We would love it if there was a way to flag sites in Helpmaster so that whenever we viewed that site we would be informed they&39;re on credit stop - even better if we could flag a parent site and the child sites would be also marked.  It should also prevent us logging cases for them.  Any ideas if there&39;s functionality for this already somewhere or if it&39;s something that can be ...
1 2673
by  ItroJump to last post
06/25/2013 11:53 PM
1 Replies and 2501 Views Email Manager workflow enhancements and requests  2501  1 Started by  Rod Weir Received via tech support recently.... Would you have recommendations regarding the following: Keeping a closed ticket in the status closed. We have an issue that the ticket is reopening when the customer replies with the ticket number. I created a profile that would close a ticket when a keyword is entered. However, when the customer replies to the email, the event I see is "the action template would close the job when it is already closed"   Also, would there be a way to...
1 2501
by  ItroJump to last post
01/02/2013 10:10 PM
4 Replies and 3069 Views Add the ability to control the system codes (mandatory)  3069  4 Started by  Timo de leeuw currently we are using the Email Manager to monitor an inbox and log jobs automatically based on some criteria.The EM then using a job Template and Email Template to process the email etc. The Issue I have is that as part of the Job Template I have to pre-define the system codes. I can not save the template unless all fields are filled in. However as part of the auto email logging process i would far prefer it if i could get it to use a template where one or two system codes are not predefined....
4 3069
by  Rod WeirJump to last post
05/17/2012 8:32 AM
2 Replies and 2625 Views New email template tag - Last actioned by date  2625  2 Started by  Rod Weir Received via tech support Can we have a new system code for the email templates. I would like a code which shows the “Last Action Date/Time”. Would be very useful as part of the PM. Great idea - we&39;ll get it in for the upcoming v12 release.  
2 2625
by  Scott WardJump to last post
04/30/2012 7:06 PM
1 Replies and 2457 Views Administrator access to user settings  2457  1 Started by  Itro Our staff are quite good at using Helpmaster for day to day operations, but struggle with user preferences.  Often I end up needing to log in as them to make changes.  It would be great if administrative users could access the User Preferences screen for all users directly, rather than needing to log in as the user to make changes. 
1 2457
by  Timo de leeuwJump to last post
04/23/2012 2:23 AM
7 Replies and 4109 Views Active Directory module > Mappings for HMP Site  4109  7 Started by  Peter Durbridge &160; Hi, Would it be useful for others if you could map an AD field to HMP for the HMP Employee Site This could be done under the HMP AD module using field mappings that are customisable, that is choose which AD fields map to HMP fields, so we could choose to use 'AD > General > Office' or 'AD > Organisation > Department' to populate HMP Site. It'd be up to us to populate the AD field with values that match the Sites set up in HMP, so the update would only populate HMP where the value is ...
7 4109
by  Rod WeirJump to last post
02/27/2012 8:20 PM
2 Replies and 2592 Views Quickly open list of non-closed jobs for a Client  2592  2 Started by  Rob van Gelder If I answer a call it would be handy to see a list of open jobs for that client. I'd love a really easy way (ie. 1 step)  of displaying a list of their non-closed jobs. Currently I choose Job Finder (F12), go to the Linked Entities tab, click the Client Lookup button, type in their client id or last name, then click ok till I get a list. Would be awesome to have a box in the top-right corner (next to Find Job) . eg. Client ID Jobs:
2 2592
by  Rob van GelderJump to last post
02/27/2012 5:19 PM
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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...

Workflow improvements by Rod Weir in HelpMaster development with 0 replies The workflow feature of HelpMaster is a very powerful tool to design, build and execute business processes.  It has proven to be a popular part o...

Latest posts including replies

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...

RE: How to improve SQL Server performance and thus HelpMaster's too. by Rod Weir in HelpMaster SQL Server database You're right - the Field Chooser plays a big part in the speed of HelpMaster. The more fields = the bigger the database query = the bigger the ne...