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3 Replies and 1045 Views Triggered Events on Assets  1045  3 Started by  Josh B 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 development process on the forums. Background We have an equipment loans process built on asset records. The asset status is 'On Loan' when checked out and 'In stock' when checked in. The asset is linked to the client who has made the loan and unlinked when the item is returned. The asset also has a custom date field indicating when the ...
3 1045
by  Josh BJump to last post
03/10/2017 11:16 AM
2 Replies and 842 Views Automatically unsuspending jobs  842  2 Started by  Josh B Today I implemented some Priority Manager profiles to automate the unsuspending of jobs once a target date is reached.  Thought I'd share... Where to store the date On the Timeline tab of a Job, there are 3 date fields, one of which is labelled 'Work commencement date'.  This seems appropriate and we have no other business automation rules using that field.  Alternatively a dedicated date field on the Custom tab of a Job could also work. Business logic When a Job...
2 842
by  Josh BJump to last post
10/25/2016 3:13 PM
1 Replies and 3897 Views Priority manager frequency  3897  1 Started by  Itro We are trying to use priority manager to help use refine our customer contact.  We&39;ve noticed that cases will sometimes go unactioned for a while and we want the team manager to be made aware of this in case someone&39;s dropped the ball. For example, we would like to know if certain types of helpdesk cases haven&39;t been actioned for more than one day.  We should be able to create a simple priority manager profile to send an email to the team leader.  However, over the we...
1 3897
by  Dennis OdriJump to last post
07/26/2012 1:10 AM
0 Replies and 1677 Views Change default action templates, globally  1677  0 Started by  Chris Ferguson We&39;re looking for a way to change the default action templates for "re-assign a job" (Helpdesk Explorer --> Right Click a job --> click Re-assign).  We want to ensure that the resolver is always notified that a new ticket has been assigned to the queue.  Warm transfers of tickets aren&39;t always guaranteed.  We&39;re also looking for a way to notify the skillgroup manager when one of their subordinates SLA&39;s have been breached... I can custom make the notific...
0 1677
04/20/2012 7:01 AM
0 Replies and 2162 Views Custom SQL to mark client actioned jobs to unread.  2162  0 Started by  Dennis Odri Some users have expressed the desire for all jobs that were last actioned by Clients to revert to the unread state in Workgroup Explorer to make jobs requiring attention easier to find in their Open Jobs queue. Currently HelpMaster will only set an existing read job to the unread state if the Action Template used to add a clients response from Email Manager or the Web module has the &39;Assign To&39; field selected. This feature request has been logged for inclusion in a future feature releas...
0 2162
09/05/2011 8:25 PM
0 Replies and 2468 Views Custom SQL to find closed jobs that have linked assets that are checked out for service  2468  0 Started by  Rod Weir Here's an interesting scenario that was just received from a HelpMaster user via our tech support.&160; I'm reposting the solution here as it might be of use to others who have implemented the same or similar workflow. The business workflow When jobs are logged that relate to a piece of equipment, (asset), the business practice is to link that asset to the job.&160;&160; This allows the business to track the service and helpdesk history for that item. The asset is then checked out for se...
0 2468
11/28/2010 7:11 PM
1 Replies and 3641 Views Priority Manager Service Crashing  3641  1 Started by  Anzacspo Hi, I've got an issue with Priority Manager where any enabled&160;profile setup to run only during working hours causes the Priority Manager service to crash. Symptoms: - SQL Server held at max CPU usage when profile is triggered - Service chews RAM to point of failure When looking at the running SQL process through the SQL2005 Activity Monitor I can see that it floods the SQL server with queries like: SELECT max(StartTime) as MaxStartTime, Sum(WorkHours) as TotalHours FROM (SELECT DateLin...
1 3641
by  Rod WeirJump to last post
01/28/2010 5:13 AM
3 Replies and 4337 Views How to automatically set the To be completed by date for a job  4337  3 Started by  Rod Weir Hi helpdeskers, There's been a bit of discussion going around at the moment about service level agreements, job timers and HelpMaster Pro Priority Manager profiles, so I thought that I would post a quick tutorial on how to automatically set the 'To be completed by' date for a job.&160; Some of this information has been lifted from a previous post about 'stopping the clock' A HelpMaster Pro job has a 'To be completed by' date field located on the 'Options' tab of a job.&160; This date can be ...
3 4337
by  Rod WeirJump to last post
09/21/2009 6:09 PM
2 Replies and 3647 Views Deleting Priority Manager Profiles  3647  2 Started by  jsuhle Does anyone know how to delete Priority Manager Profiles
2 3647
by  jsuhleJump to last post
08/17/2008 10:20 PM
0 Replies and 6503 Views SLA breach notification  6503  0 Started by  Rod Weir Here's a new-year's Priority Manager profile for you.&160; This profile will send a 'hurry up' email to the owner of any jobs that are due to be completed within the next 2 hours.&160; This style of profile is very useful in an SLA breach situation where you need to know which jobs are about to exceed an SLA that you (or your clients) have defined. Here goes. First start by Creating a new Priority Manager Profile (HelpMaster Pro modules menu) and defining what to look for by using the Job ...
0 6503
01/03/2008 12:31 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...