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0 Replies and 3021 Views Use the new Triggered Events features for SLA management  3021  0 Started by  Rod Weir The Triggered Events features that appeared in v15 release of HelpMaster is one of the most powerful features for automation in HelpMaster.  It works similarly to the Priority Manager, but it can target any of the entities (clients, sites, assets, knowledge base articles, and even jobs). This makes it very handy to configure service level agreement and other operational style notifications, alerts and escalations. For example. Create alerts for Assets that have an expired maintenan...
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10/07/2015 1:11 PM
1 Replies and 6343 Views Setting up your workspace for SLAs  6343  1 Started by  Beth S Setting up your workspace for SLAs A quick note before we begin: SLA stands for Service Level Agreement and most often sets out the target time to close a job based on its priority. For example, 85 of all Medium priority calls must be closed within 2 days. &160; The Workgroup Explorer is your home away from home; your Helpmaster Inbox. The columns you display in this window can help you with the day to day management of your jobs. There are some great columns available that display 'time to...
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08/19/2009 4:29 PM
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Email Manager and Priority Manager services by Josh B in Bugs!!! with 0 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...

Maintenance release of HelpMaster, v17.16.28 is now available by Rod Weir in Announcements with 0 replies 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 with 0 replies Configuring HelpMaster is an on-going task that requires a good understanding of the business and the processes you're working with.  To assi...

New major release - HelpMaster v17 now available by Rod Weir in Announcements with 0 replies A new major release of HelpMaster, v17 is now available. This release includes many new and exciting features as well as many minor improvements, b...

Configuration Management by Guy in Using HelpMaster with 1 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...

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...

New major release - HelpMaster v17 now available by Rod Weir in Announcements A new major release of HelpMaster, v17 is now available. This release includes many new and exciting features as well as many minor improvements, b...

RE: Configuration Management by Rod Weir in Using HelpMaster Hi Guy, Once assets are in the system, they are generally linked to other entities (Clients, Sites, Knowledge Base articles, and even themselves).&...

Configuration Management by Guy in Using HelpMaster 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...