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5 Replies and 8893 Views Email Manager - Workflow patterns for processing email    8893  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 8893
by  Rod WeirJump to last post
11/03/2011 7:48 PM
2 Replies and 5163 Views Emails marked as read not being picked up by Email Manager  5163  2 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...
2 5163
by  Rod WeirJump to last post
04/10/2018 12:23 PM
1 Replies and 3296 Views Email tags not working.  3296  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 3296
by  Rod WeirJump to last post
12/23/2016 2:40 PM
1 Replies and 4753 Views Email Manager to process unread email  4753  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 4753
by  Rod WeirJump to last post
09/24/2015 3:16 PM
0 Replies and 4181 Views Removing the email header in the job details section  4181  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...
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02/21/2014 2:05 PM
0 Replies and 3275 Views Matching of Job / Action DateTime stamps to emails'. Should we?  3275  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 3275
04/10/2013 12:48 AM
7 Replies and 5836 Views Job Templates and Issues  5836  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 5836
by  Rod WeirJump to last post
05/17/2012 8:41 AM
4 Replies and 5227 Views Default Email Manager Fields not being Updated by Staff  5227  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 5227
by  Rod WeirJump to last post
05/17/2012 8:35 AM
1 Replies and 4373 Views Creating excess jobs - email failing to update existing job  4373  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 4373
by  Rod WeirJump to last post
05/10/2012 8:24 PM
2 Replies and 4758 Views Repeated Jobs - Not wanting to Log them Multiple Times  4758  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 4758
by  Dennis OdriJump to last post
05/01/2012 12:04 AM
3 Replies and 4816 Views Extra Blank Lines in Every Email  4816  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 4816
by  Joanne CrangJump to last post
08/01/2011 8:58 PM
2 Replies and 5019 Views One line Title or description for a job  5019  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 5019
by  Rod WeirJump to last post
09/28/2010 2:35 AM
2 Replies and 5182 Views Client name change  5182  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
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by  Knowledge BirdJump to last post
04/12/2010 7:40 PM
5 Replies and 4823 Views Attachments within the Email  4823  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
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by  Rod WeirJump to last post
02/22/2010 3:01 PM
2 Replies and 5324 Views Event log Entries  5324  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
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by  Joanne CrangJump to last post
12/13/2009 4:10 PM
4 Replies and 8591 Views The Microsoft Exchange Server computer is not available...  8591  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 8591
by  Rod WeirJump to last post
12/09/2009 4:52 PM
1 Replies and 4589 Views Unsuccessfully Processed Emails  4589  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 4589
by  Rod WeirJump to last post
11/19/2009 2:33 PM
6 Replies and 4935 Views Users keep replying outside the lines  4935  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...
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by  Rod WeirJump to last post
08/19/2009 9:55 PM
0 Replies and 3427 Views Email Manager and Working folders  3427  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
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07/28/2009 11:12 PM
11 Replies and 5218 Views Attachments not Attaching when Updating An Existing Job  5218  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 5218
by  Knowledge BirdJump to last post
07/14/2009 7:05 PM
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New employee on-boarding workflow using new workflow objects by Rod Weir in Using HelpMaster with 0 replies As the workflow capabilities of HelpMaster continue to improve, one of the things that we've been seeing from users of HelpMaster is building proc...

Maintenance release of HelpMaster, v17.20.14 is now available by Rod Weir in Announcements with 0 replies A new release for v17 is now available.   This release fixes a number of issues for version 17 as well as new and enhanced features. &...

Video settings on 4K monitors and/or high DPI settings by Rod Weir in Bugs!!! with 0 replies We've recently been getting bug reports of not being able to select items from drop-down boxes on the job screen (and others) when using high-res ...

Faster entity search screens coming by Rod Weir in Using HelpMaster with 0 replies Next release of HelpMaster will feature faster entity search screens (clients, sites, assets, all templates etc).  We've re-factored a lot of...

Email Manager and Priority Manager services by Josh B in Bugs!!! with 1 replies Recently we have had a number of problems with the Email Manager and Priority Manager.  We have worked through all of these issues on a case-by-c...

New employee on-boarding workflow using new workflow objects by Rod Weir in Using HelpMaster As the workflow capabilities of HelpMaster continue to improve, one of the things that we've been seeing from users of HelpMaster is building proc...

Maintenance release of HelpMaster, v17.20.14 is now available by Rod Weir in Announcements A new release for v17 is now available.   This release fixes a number of issues for version 17 as well as new and enhanced features. &...

Video settings on 4K monitors and/or high DPI settings by Rod Weir in Bugs!!! We've recently been getting bug reports of not being able to select items from drop-down boxes on the job screen (and others) when using high-res ...

Faster entity search screens coming by Rod Weir in Using HelpMaster Next release of HelpMaster will feature faster entity search screens (clients, sites, assets, all templates etc).  We've re-factored a lot of...

RE: Email Manager and Priority Manager services by Rod Weir in Bugs!!! Hi Josh, Thanks for reporting this and for assisting the dev team off-line to diagnose this issue. We've been working on the code and have foun...

Email Manager and Priority Manager services by Josh B in Bugs!!! Recently we have had a number of problems with the Email Manager and Priority Manager.  We have worked through all of these issues on a case-by-c...

Updating custom Crystal Reports to work with UTC dates by Rod Weir in Reports and reporting HelpMaster v12 changes the way date data is stored in the database.  If you have created custom Crystal Reports (or other reports in other soluti...

Maintenance release of HelpMaster, v17.16.28 is now available by Rod Weir in Announcements This release fixes a number of issues for version 17. For a detailed list of fixes, refer to the version history.   For a list of the major...

Categories for templates - Job, Action, Email by Rod Weir in Using HelpMaster Configuring HelpMaster is an on-going task that requires a good understanding of the business and the processes you're working with.  To assi...

RE: Emails marked as "read" not being picked up by Email Manager by Rod Weir in Email Manager Just to update this old post. This was done for the version 16 release of HelpMaster. http://www.helpmasterpro.com/Support/Updates-and-Service-Packs...