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0 Replies and 3360 Views Self-service for your clients    3360  0 Started by  Renee W There's no doubt we live in a self-service world.&160; How many of us head straight to the web now for our information, choosing that&160; over picking up a phone&160; Your clients will be doing the same thing.&160; So cater to that need by implementing the Web module in HelpMaster Pro.&160; Your clients can log into your web interface, check the status of their jobs, update their job information, add an action, close a job if it's resolved itself.&160; This keeps your clients happier bec...
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04/01/2008 10:17 PM
1 Replies and 4382 Views Date format  4382  1 Started by  Anne Savoie We just cofigured our web module and will be allowing access at the end of the month.  One big issue that I need to get resolved and have not had any success with is the date format.  My users will be very confused by the dd/MM/YY format that is currently displaying on the web.  I&39;ve check the host server&39;s regional/language settings and have them set as mm/dd/yy and also copied these to reserved accounts.  I&39;ve checked the .net globalization settings in IIS ...
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by  Scott WardJump to last post
06/05/2013 7:05 PM
1 Replies and 2982 Views Web Interface slow to load on first open  2982  1 Started by  Support Questas Hi All, We are running v12 and have noticed that the web module which running on Win 2008 R2 IIS 7.5 deployed as a Host is extremely slow on first call to the web page. For Example, if I reboot my PC and then after logging into Windows I use Internet Explorer and browse to the site, it will take about 1 and half minutes to open, it doesn&39;t matter if I browse to the default page, winlogin page or the KB page. Once Im finally in the page works a treat. Even after closing and reopening the IE...
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by  Rod WeirJump to last post
01/09/2013 7:44 PM
7 Replies and 4510 Views Spinning Helpmaster Pro Logo  4510  7 Started by  Lisa I hope someone can help me.&160; We have just started using the Web module and have found that for certain things it works quite well, but for other things it looks like Helpmaster breaks.&160; I am able to search for jobs, open them and action them.&160; However whenever there is a multi-page list of jobs and I attempt to navigate to the next page, I get a spinning Helpmaster Pro logo and nothing else.&160; This also occurs in the Helpdesk explorer, on first opening the explorer, it shows ...
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by  Suman DasJump to last post
05/17/2012 7:09 PM
1 Replies and 3052 Views Bump a job via the self-service portal  3052  1 Started by  Rod Weir Here&39;s an interesting idea that was sent through to our tech support recently. Hey, when in the Self Service portal, can you “bump” a job. Ie lets say you have ten jobs in the list, and 3 of them are getting pretty urgent, can you bump/nudge them , ie to get our attention. Some of our big sites might have say 50 jobs, and depending on what’s happening, they will want to bring certain ones to our attention.  A bit like sending an email asking” what happening...
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by  RobertJump to last post
03/14/2012 6:48 PM
0 Replies and 2145 Views Display specific job templates per client/site for web self-service  2145  0 Started by  Rod Weir For those using the HelpMaster web interface for client web self-service, did you know that you can customize the list of job templates that are presented to the user when they log a job   The list of job templates is populated via a simple SQL Server stored procedure.   By customizing this stored procedure you can customize the list based on ... The client who is currently logged on,  The site of the client who is logged on or both Customizing is easy. ...
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02/13/2012 11:49 PM
4 Replies and 3342 Views IIS Error on Helpmaster Pro 11.12.15  3342  4 Started by  Chandrasekar Vasudevan Hi all,&160; I have installed HelpMaster Pro 11.12.15. I was able to install the desktop and works smoothly, while the web version is not working. In IIS 7.5, there is a website created as winLogin, In that when i right click on authentication and choose 'open feature'.... It says 'There was an errror while performing this operation Details: Filename: \\\c:\inetpub\wwwroot\helpmaster Web Interface\WinLogin\web.config Line number: 6 Error : There is a duplicate 'system.web.extensions/script...
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by  Chandrasekar VasudevanJump to last post
01/18/2012 8:28 PM
3 Replies and 6637 Views Web interface timeout  6637  3 Started by  Scott McKenzie One of my users advised that the web interface times out too soon. &160;He was trying to log a job (amongst other things) and by the time he clicked on submit his session had timed out and he lost the contents. Is there a configurable timeout for web interface sessions
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by  Suman DasJump to last post
08/03/2010 10:48 PM
2 Replies and 3333 Views Logging time spent on actions  3333  2 Started by  Daniel Hughes When adding actions to a job through the web console in HM, the Time (hh:mm:ss) boxes are greyed out and I can not put in time spent. Only Cost is available. Is this a flaw or are we meant to be able to put times in
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by  Daniel HughesJump to last post
10/11/2009 4:47 PM
1 Replies and 3354 Views Customizing the View  3354  1 Started by  Joanne Crang We've just implmented this and I was trying to figure out if I can customize the fields that the user sees in the explorer view Thanks Joanne
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by  Suman DasJump to last post
03/10/2009 6:20 PM
1 Replies and 4974 Views What will your clients be able to see?  4974  1 Started by  Renee W It's all well and good to give your client's a self-service option, but what if you don't want them playing around with their job, or seeing all of the information associated with them.&160; How flexible is the web interface&160; At the lowest level, you can configure the web interface so your client's can only view their jobs.&160; This keeps them informed, without giving them authority to change things. At the highest level, they can see both their jobs, and those of everyone else linked...
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by  Rod WeirJump to last post
04/15/2008 7:54 PM
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Configuration Management by Guy in Anything goes with 0 replies I looking people using Helpmaster for Configuration Management (CM) down to the Configuration Item (CI) level. How have you have built your CM tr...

HelpMaster website update by Rod Weir in Announcements with 0 replies In preparation of the v17 release, the HelpMaster website has had a make-over. The new-look site provide additional information about the capabilit...

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 2 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 4 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...

Configuration Management by Guy in Anything goes I looking people using Helpmaster for Configuration Management (CM) down to the Configuration Item (CI) level. How have you have built your CM tr...

HelpMaster website update by Rod Weir in Announcements In preparation of the v17 release, the HelpMaster website has had a make-over. The new-look site provide additional information about the capabilit...

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...