Search

HelpMaster helpdesk discussion forum

PrevPrev Go to previous topic
NextNext Go to next topic
Last Post 11/23/2016 10:23 AM by  Rod Weir
Knowledge Base improvements
 0 Replies
AddThis - Bookmarking and Sharing Button
Sort:
You are not authorized to post a reply.
Author Messages
Rod Weir
HelpMaster development team
Helpdesk expert
Helpdesk expert
Posts:515
Points:907


--
11/23/2016 10:23 AM

    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. 

     

    1. Better granularity in knowledge base article access/security/privilege. Read/Write vs View only
    2. Ability to open an article in read-only mode, and only those with permission can enable an "edit" mode
    3. Have roles for authors, reviewers, publishers, content experts, Quality assurance etc.
    4.  Improved notification messages for when an article is modified
    5. Audit history.  Track all changes made, and display them
    6. Ability to subscribe to a knowledge base article and receive notification when it changes
    7. A special "View only" mode that makes better use of screen real-estate
    8. The ability for admins to push subscriptions on users/skillgroups
    9. The ability to "pin" an article, or dock it so that it can be referred to whilst updating/actioning a job

     

    Some good ideas in this list.   Anything else?  What would you like to see?

     

    HelpMaster development team
    Check out the HelpMaster roadmap
    You are not authorized to post a reply.


    Latest posts

    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...