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Welcome to HelpMaster Pro
What is HelpMaster Pro?
HelpMaster Pro components and add-ons
Benefits of helpdesk software
What's new?
What's new for version 7.5?
What was new for version 7?
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 is new for v5 users?
Notice for HelpMaster Pro v5 users
A new beginning / feature overview
Database enhancements
Priority Manager
Reporting enhancements
Development technology
Technical Specifications
Microsoft SQL Server 2000
The Windows Registry
HelpMaster Pro Desktop Edition
HelpMaster Pro Web Interface
Email Manager
Priority Manager
Installation and Configuration
Installation overview
HelpMaster Pro consultancy services
Installation / Upgrade pre-requisites
Overview
Obtain the latest HelpMaster Pro installation file
Microsoft SQL Server
Microsoft SQL Server Installation
Microsoft IIS installation
Installing Microsoft IIS 5.0
Microsoft .Net Framework 1.1
New installations
New installation overview
Pre-Installation configuration
Step1 - Create the HelpMaster Pro "Working Folders"
Step 2 - Create the necessary network permissions
Install the HelpMaster Pro products
Overview
Install the Database and Reports Wizard
Install HelpMaster Pro Desktop and Job Monitor on each workstation
Install the Web Interface
Install the Priority Manager
Install the Email Manager
Post-Installation configuration
Step 1 - Create the HelpMaster Pro database
Step 2 - Register HelpMaster Pro
Step 3 - Configure HelpMaster Pro for use
Upgrading from previous versions of HelpMaster Pro
Upgrade overview
Upgrade notes
Upgrade pre-requisites
Upgrading checklist
Install the HelpMaster Pro products
Overview
Install the Database and Reports Wizard
Install HelpMaster Pro Desktop and Job Monitor on each workstation
Install the Web Interface
Install the Priority Manager
Install the Email Manager
Post-upgrade configuration
Step 1 - Update your live HelpMaster Pro database
Step 2 - Register HelpMaster Pro
Step 3 - Configure HelpMaster Pro for use
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
Overview
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
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
Actions
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
Sites
Overview
Creating a new site
Modifying a site
Deleting a site
Linking other entities to a site
Templates
Overview
Publicly available templates
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
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
The "From" address
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
File Paths
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
Configuring the Priority Manager
Overview
General Properties
Global Exclusions
Event Log
The Priority Manager Service
Overview
Installing the Priority Manager Service
Setting the database connection for the Priority Manager Service
Configuring the Priority Manager Service
Running and Stopping the Priority Manager Service
Creating priority schedules
Overview
An example schedule
Step 1 : Give the schedule a name
Step 2 : Define the search criteria
Step 3 : Define the actions
Step 4 : Define the email
Step 5 : Set the frequency
Managing the schedules
The Email Manager
Overview
Configuring the Email Manager
Overview
Service setup tab
Configuring your email "Inbox" and other folders
The Email Manager Service
Overview
Installing the Email Manager Service
Configuring the Email Manager Service
Running and Stopping the Email Manager Service
Email Profiles
Integration with HelpMaster Pro Desktop Edtiion
Defining the email search and filter criteria
Creating a profile to log a NEW HelpMaster Pro job
Creating a profile to add an action to an EXISTING HelpMaster Pro job
Post processing options - Handling the original email
The email "From" address
Email attachments
Tips and Tricks
Working with the Email Manager
Managing profiles
The Options tab
Event Log
Failed Email Log
Troubleshooting
Job Monitor
Overview
Configuration and use
The HelpMaster Pro Web Module
Overview
Starting the web module for the first time
What's New?
Upgrading from the v7 Client Access Web Module
Configuration
Overview
System requirements
Step 1: Installing Microsoft IIS
Installing Microsoft IIS 5
Installing the .NET Framework
Step 2: Installing the HelpMaster Pro Web Module
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 : Web Module configuration
Overview - Important!
Starting the web administration utility for the first time
Security configuration suggestions
Performance configuration suggestions
Step 4.1 : Setting the database connection properties
Step 4.2 : Setting the application path
Step 4.3 : Licencing
Staff Licencing Overview
Client Licencing Overview
Issuing client licences
Step 4.4 : Setting / resetting client passwords
Step 4.5 : Configuring application settings
Step 4.6 : Application Identity Logon
Setting the network application identity logon
Discussion of application identity security best practices
Step 4.7 : Auto-generation of Client ID
Step 4.8 : Setting the attachments folder
Step 4.9 : Configuring for HTML rich text
Step 5 : Integration with HelpMaster Pro Desktop Edition
Overview
Helpdesk Job templates
Helpdesk Action templates
Knowledge Base articles
Custom Fields
Viewing privileges
Tips for setting up the Client Access Web Module
Client Access
Client Access Overview
What's new?
Working with the Web Module - Clients
Logging on
Logging off
Logging a job
Adding an action to a job
Viewing an existing job
Viewing an existing action
Re-Opening a job
Viewing knowledge base artciles
Updating personal details
Working with attachments
Working with results grids
Staff Access
Staff Access Overview
Troubleshooting
The HelpMaster Pro Database
Overview
Security settings
Configuring Full Text search
Maintenance
Database version checking