Search

HelpMaster helpdesk discussion forum

Search this forum:
Search
You are not authorized to create a new topic
Page 1 of 212 > >>
Topics
 Replies
 Views
 Last Post
5 Replies and 6977 Views Email Manager - Workflow patterns for processing email    6977  5 Started by  Rod Weir The HelpMaster Email Manager is a powerful email processing engine that can really make a big difference at your service desk.  Automate email processing by configuring 'profiles' that will process email from any source according to your needs.  Implement the following basic patterns, or use them as a starting-point and extend them into something more.  Feel free to post ideas, comments, and requests for your specific email processing needs. Pattern 1 - Log a new job / ticket...
5 6977
by  Rod WeirJump to last post
11/03/2011 7:48 PM
1 Replies and 899 Views Email tags not working.  899  1 Started by  David C 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 working. When the user gets emails they see the tag and not the actual information.  Have tested and it seems no tags are working. Please advise. Thanks, David.
1 899
by  Rod WeirJump to last post
12/23/2016 2:40 PM
1 Replies and 3178 Views Email Manager to process unread email  3178  1 Started by  Rod Weir This was received today via tech support regarding drop-folders for auto-logging email... The issue 'By the time we drag an email down to folder e.g.  Drop here for XYZ, we have already opened it so it is read. It is a pain to go and mark it as read again every time. Is it possible to change it so we don't have to do that and it registers unread emails too' HelpMaster Support team response 'The Email Manager will only process email marked as unread. Once you open an email in Ou...
1 3178
by  Rod WeirJump to last post
09/24/2015 3:16 PM
0 Replies and 3160 Views Removing the email header in the job details section  3160  0 Started by  Rod Weir By default, the Email Manager includes the email header as part of the job details when the job is logged, so you end up with a section at the start of the job details that looks similar to this. From: Matthew Evans &91;matthewevanswizbangwidgets.com.au&93; Received: Friday, 21 February 2014 12:14:35 PM To: Support PRD Subject: Test email parser In order to eliminate this, you can build an email parser to only extract the body of the email, and not the header information. &nbs...
0 3160
02/21/2014 2:05 PM
1 Replies and 3058 Views Emails marked as read not being picked up by Email Manager  3058  1 Started by  Rod Weir Received recently via tech support. Hi There, The Email manager doesn&39;t pick up emails which are marked as Read, is this an option or is it possible to get it to pick up emails no matter if they are marked as read or not The issue is that our helpdesk staff look at the email inbox to check that it is correctly picking things up and in advertently the first message in the list is selected and marked as read. So by checking they are causing a problem, but without checking we can...
1 3058
by  Scott McRaeJump to last post
04/21/2013 11:20 PM
0 Replies and 2057 Views Matching of Job / Action DateTime stamps to emails'. Should we?  2057  0 Started by  Dennis Odri A valued client of ours recently submitted this new feature request; My request is would it be possible that the timestamp of the email sent is equal to the Date the action is done My reason for this is there are times that the email manager is not working hence missing all emails. However, when we have it running, there are already manual actions by the team. If email manager is to process the emails before, the events will not be chronological anymore when viewing the job.   Example: ...
0 2057
04/10/2013 12:48 AM
7 Replies and 4570 Views Job Templates and Issues  4570  7 Started by  Knowledge Bird When we create a new job manually, we drill down the Issues tree to find the appropriate issues descriptor. When a job is created via Email Manager it comes in with the issue 'Helpdesk'. I can't find where this happens in order to change it. Apropos - can it be changed 'easily' by scanning keywords in the client email or does it have to be altered manually by Helpdesk staff once the job is created. I've searched the on-board help but nothing seems to stand out as answering this particualr quest...
7 4570
by  Rod WeirJump to last post
05/17/2012 8:41 AM
4 Replies and 4034 Views Default Email Manager Fields not being Updated by Staff  4034  4 Started by  Joanne Crang Hi, Email Manager is great and saves our helpdesk a lot of time.&160; The one problem we have is that no matter how much we ask the helpdesk team they struggle to alter the issue/problem type once a job has been automatically logged.&160; This means our reporting goes out the window as we have so many jobs with the default issue type (the one that we set in the email manager template!) This is probably a wish list item but it would be great if when they go into reassign that job or somethin...
4 4034
by  Rod WeirJump to last post
05/17/2012 8:35 AM
1 Replies and 3156 Views Creating excess jobs - email failing to update existing job  3156  1 Started by  Rod Weir Received via tech support... Hi, How would you recommend we prevent mass creation of jobs via email manager when external vendor helpdesk systems reply to our helpdesk system without the subject line identifying our IT job I&39;ve added exceptions to our "catch all" job creation email manager profile for the offending email address for now. Thanks Good question - We&39;ve been caught by this also.  It&39;s a problem that can occur in automation scenarios. Cre...
1 3156
by  Rod WeirJump to last post
05/10/2012 8:24 PM
2 Replies and 3493 Views Repeated Jobs - Not wanting to Log them Multiple Times  3493  2 Started by  Joanne Crang Hi, We have a lot of emails received by our helpdesk that are related to windows services not working or similar type emails.&160; The helpdesk will keep receiving these emails many many times until the service is fixed.&160; We need a way of logging the job once and not 1 hundred times! Can anyone think of something we can do &160;Happy to use some windows rules as well but not sure how to only log one. &160;Currently we just move them all somewhere else but then the thing never gets fix...
2 3493
by  Dennis OdriJump to last post
05/01/2012 12:04 AM
3 Replies and 3475 Views Extra Blank Lines in Every Email  3475  3 Started by  Joanne Crang Hi, We love email manager and it nicely logs all our jobs. &160;The one thing that now causes angst is that when it creates a new job it puts extra lines in between each paragraph! And I can see that this editor I'm using to write this does the same.&160;&160;Is there anyone we can change the paragraph spacing so it comes in directly like the email!&160; And not with padded spacing! Makes the job very long and more difficult to print as some of them can be pages long!!! Thanks in advance...
3 3475
by  Joanne CrangJump to last post
08/01/2011 8:58 PM
2 Replies and 3586 Views One line Title or description for a job  3586  2 Started by  Lisa This is more of a wishlist item for future versions of the e-mail manager but there is one thing I would really find helpful. &160;Would it be possible to either have a one line title or description for each job. &160;This field could then be automatically populated with the subject of the incoming e-mail (this would probably need to be optional). &160; Alternatively, if the first line of the job detail contained the e-mail subject, we could filter a report to only display the first line and...
2 3586
by  Rod WeirJump to last post
09/28/2010 2:35 AM
2 Replies and 3828 Views Client name change  3828  2 Started by  Knowledge Bird We had a client change her name. Whenever she emails helpdesk it still creates a login under her former email address, even though it no longer exists in our Active Directory. The email is definitely being sent from her new account, under her new name. Where else would Helpmaster being pulling her old account from
2 3828
by  Knowledge BirdJump to last post
04/12/2010 7:40 PM
5 Replies and 3642 Views Attachments within the Email  3642  5 Started by  Joanne Crang Sometimes within the email is an embedded PNG or similar.&160; We have been trying to work out when things embedded in the email are attached as attachments through email manager&160; What are the rules around this Attachments directly on the email are fine but we were just unsure as to when it decides something within the email is to be attached or not
5 3642
by  Rod WeirJump to last post
02/22/2010 3:01 PM
2 Replies and 3860 Views Event log Entries  3860  2 Started by  Joanne Crang Can I stop Email Manager logging so many events&160; I seem to get so many and then struggle to do a Delete All because it times out etc!&160; Just deleted what I believe to be a weeks worth - 51,152 entries!!!&160; We have some clean up scripts from your support team but am wondering if I have to log so much to begin with as don't really want to have to run the scripts all the time! Joanne
2 3860
by  Joanne CrangJump to last post
12/13/2009 4:10 PM
4 Replies and 6790 Views The Microsoft Exchange Server computer is not available...  6790  4 Started by  Nick Giannotti ... but it is. Really. I'm evaluating HelpMaster Pro with the Email Manager, and it looks fantastic - but for some reason, I cannot get it to connect to my Exchange Server. I know the Exchange Server is up and running, as I'm sending emails back and forth through it, but HelpMaster doesn't want to connect. My Service Setup passes with flying colors, so I don't think it's a configuration issue. Anyone have any thoughts I'd really like to get this working, as the Email Manager is the primary ...
4 6790
by  Rod WeirJump to last post
12/09/2009 4:52 PM
1 Replies and 3288 Views Unsuccessfully Processed Emails  3288  1 Started by  Daniel Hughes What would be a cause for emails that are sent to the mailbox that Email Manager scanning being unsuccessfully processed The emails come from the one email address, and some jobs are logged and others are not processed. I have had a look at the Event Viewer and can not see anything logged for the error and am unable to see a cause. We are running v9.1.2.171 Any ideas
1 3288
by  Rod WeirJump to last post
11/19/2009 2:33 PM
6 Replies and 3634 Views Users keep replying outside the lines  3634  6 Started by  Knowledge Bird We recently implemented the email text extraction profile to grab the reply text from between the lines. It does keep the contents of the job so much easier to read. However, a number of users continue to ignore our requests to reply between the lines. Any replies like this get dumped into the 'Email Manager: Reply with no action' folder to be looked over. How do you handle this in your implementation Do you continue sending reminders Should I just give up and add the entire email to the job...
6 3634
by  Rod WeirJump to last post
08/19/2009 9:55 PM
0 Replies and 2471 Views Email Manager and Working folders  2471  0 Started by  Rod Weir Hi everyone, Just had a support issue come through where the attachments were not being logged correctly by the Email Manager after the working folder location was changed via the Desktop edition. Turns out that the Email Manager service needs to be re-started after such an event. Hope this helps someone out there. We'll update the service to automatically point to the new location should they be changed. Best regards, Rod
0 2471
07/28/2009 11:12 PM
11 Replies and 4047 Views Attachments not Attaching when Updating An Existing Job  4047  11 Started by  Joanne Crang Hi, I've just noticed that when our profile that updates existing jobs runs it doesn't add the attachment&160; The profile that creates new jobs works fine and adds the attachments! Any ideas&160; The profile screen has 'Always add...' ticked! Thanks Joanne &160;
11 4047
by  Knowledge BirdJump to last post
07/14/2009 7:05 PM
You are not authorized to create a new topic
Page 1 of 212 > >>


RSS Feed Available

Latest posts

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...