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2 Replies and 4882 Views Triggered Events on Assets  4882  2 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 ...
2 4882
by  Josh BJump to last post
11/04/2016 2:59 PM
2 Replies and 3793 Views Automatically unsuspending jobs  3793  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 3793
by  Josh BJump to last post
10/25/2016 3:13 PM
1 Replies and 5558 Views Priority manager frequency  5558  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 5558
by  Dennis OdriJump to last post
07/26/2012 1:10 AM
0 Replies and 2791 Views Change default action templates, globally  2791  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 2791
04/20/2012 7:01 AM
0 Replies and 3427 Views Custom SQL to mark client actioned jobs to unread.  3427  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...
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09/05/2011 8:25 PM
0 Replies and 3853 Views Custom SQL to find closed jobs that have linked assets that are checked out for service  3853  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...
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11/28/2010 7:11 PM
1 Replies and 5426 Views Priority Manager Service Crashing  5426  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 5426
by  Rod WeirJump to last post
01/28/2010 5:13 AM
3 Replies and 6263 Views How to automatically set the To be completed by date for a job  6263  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 6263
by  Rod WeirJump to last post
09/21/2009 6:09 PM
2 Replies and 5627 Views Deleting Priority Manager Profiles  5627  2 Started by  jsuhle Does anyone know how to delete Priority Manager Profiles
2 5627
by  jsuhleJump to last post
08/17/2008 10:20 PM
0 Replies and 8174 Views SLA breach notification  8174  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 8174
01/03/2008 12:31 PM
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Maintenance release of HelpMaster, v17.22.5 is now available by Rod Weir in Announcements with 0 replies A new release of HelpMaster is now available.  This release delivers some exciting new workflow improvements, along with improved staff web porta...

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...

Maintenance release of HelpMaster, v17.22.5 is now available by Rod Weir in Announcements A new release of HelpMaster is now available.  This release delivers some exciting new workflow improvements, along with improved staff web porta...

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...