Welcome to HelpMaster Po What is HelpMaster Pro? HelpMaster Pro components and add-ons Benefits of helpdesk software Technical Specifications HelpMaster Pro Desktop Edition HelpMaster Pro Web Interface Microsoft SQL Server 2000 Quick start guide Overview HelpMaster Pro system administrator quick start Basic configuration checklist Advanced configuration checklist Non-HelpMaster Pro system administrator quick start Basic configuration checklist Desktop Edition What's new? What is new for v5 users? Notice for HelpMaster Pro v5 users A new beginning / feature overview Database enhancements Priority Manager Reporting enhancements Development technology What was new in Version 6 What's new for version 6.0.6? What's new for version 6.0.7? What's new for version 6.0.8? What's new for version 7? Logging on to HelpMaster Pro Logon for the demonstration database The logon screen Connecting to a HelpMaster Pro database Database version checking Tip of the day Changing the logon password Exiting from HelpMaster Pro The screen layout The toolbars Overview Customizing the toolbars Context menus Starting a screen automatically The status bar Re-sizing forms Splitter bars The "Window" menu Resetting screen locations Information grids - resizing column headers, re-ordering, searcing and sorting Entering dates Full screen Working with HelpMaster Pro Entity overview Custom data Assets Overview Creating a new asset Modifying an asset Deleting an asset Linking other entities to an asset Service requests Overview Using Attachments Overview File attachments Photo attachments Keyword attachments Clients Overview Creating a new client Modifying a client Deleting a client Linking other entities to a client Viewing helpdesk history for a client Knowledge base Overview Creating a new knowledge base article Modifying a knowledge base article Deleting a knowledge base article Viewing a knowledge base article Helpdesk jobs Overview Logging a new job Modifying a job Linking entities to a helpdesk job Overview Linking clients to a helpdesk job Linking assets to a helpdesk job Linking sites to a helpdesk job Linking other helpdesk jobs to a helpdesk job - Overview Overview Simple linking Parent / Child linking Re-ording and locking the sort order of child jobs Audit history for a job Adding "Actions to do" to a job Performing actions on a job Overview Flagging a job Re-assigning a job Changing the status of a job Acknowledging a job Adding progress notes to a job Closing a job Re-opening a job Applying actions to multilple jobs Audit history for an action Sending email via an Action The action log Previous Issues and their resolutions Searching for helpdesk jobs Overview Displaying a particular helpdesk job Job finder Viewing helpdesk history for a client Viewing helpdesk history for a site Setting a job reminder Sites Overview Creating a new site Modifying a site Deleting a site Linking other entities to a site Templates Overview Helpdesk Jobs Templates Overview Administration Action Templates Correspondence Templates Helpdesk explorer Overview Viewing your job queue Changing the read status of a helpdesk job Flagging a job Viewing another persons job queue Customizing a job queue Saved searches Issues Overview Creating a new issue Modifying an issue Deleting an issue Moving an issue HelpMaster Pro Concepts Linking Entities to entities HelpMaster Pro utilities Quick launch The "Favorites" menu The "Recent" menu The "Clipboard viewer Queue check Reminders Reminder list Setting a job reminder Advanced Search Configuring full text search Using full text search Full text search examples Job Finder Field chooser The Welcome screen Customizing the Welcome screen User preferences General preferences Template subscriptions Overview Subscribing to templates Using subscriptions Setting default subscriptions Email Fonts and sound User settings Reset column widths "Don't Show Me Again" screens Reset screen positions Reset toolbar Change password Status bar setup Auto-text setup Email and messaging Email Overview Email configuration Sending an email Viewing an email inbox Sending email via an Action Messaging Overview Broadcasting a message Browsing messages Reports Standard reports Modifying reports Custom reports Overview Creating custom reports Getting help, sharing reports System administration Importing data into HelpMaster Pro Overview Importing Procedure Entity Details Exporting data from HelpMaster Pro System codes Skillgroups Security Terminology Database settings General system settings Client ID settings Registering HelpMaster Pro User Defined Custom Data Overview Creating custom system codes Assigning custom data to an entity screen The Priority Manager Overview Defining priority schedules An example schedule The Priority Manager Agent The Email Job Logger Overview Creating an email profile The email job logger agent Troubleshooting Job Monitor Overview Configuration and use Web Interfaces Overview Starting the web interfaces for the first time Client Access Web Module Overview What's new? Installation and Configuration Overview System requirements Step 1 : Install Microsoft IIS Installing Microsoft IIS 5.0 Installing Microsoft IIS 6.0 Step 2 : Install the HelpMaster Pro Client Access Module Installing HelpMaster Pro Client Access Module from CD ROM Step 3 : Microsoft IIS Configuration Overview Relocating the web application files Creating a Virtual Directory Configuring the Virtual Directory Security settings Securing the web interface via SSL SMTP Configuration (Email settings for IIS) Step 4 : Client Access Module configuration Overview - Important! Starting the web administration utility for the first time Step 1 : Setting the database connection properties Step 2 : Client Licencing Overview Issuing client licences Step 3 : Setting / resetting client passwords Step 4 : Configuring application settings Step 5 : Network application identity logon Step 6 : Auto-generation of Client ID Step 5 : Integration with HelpMaster Pro Desktop Edition Overview Helpdesk Job templates Helpdesk Action templates Knowledge Base articles Viewing privileges Tips for setting up the Client Access Web Module The HelpMaster Pro database Overview Security settings Configuring Full Text search Maintenance Database version checking Database growth Database dictionary Determining the maximum number of concurrent users accessing the database The Database and Reports Wizard Overview A note for MSDE users Creating a new HelpMaster Pro database Upgrading an existing HelpMaster Pro database Using the database tools Updating the HelpMaster Pro reports Appendix Contacting PRD Software Feedback, comments and suggestions Glossary Keyboard reference Troubleshooting and reporting errors Updates, upgrades and latest news How to purchase HelpMaster Pro
