Version 7.5 HTML Help List

 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
    Database growth
    Database dictionary
    Determining the maximum number of concurrent users accessing the database
    MSDE management tools
 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 and reports tools
       Overview
       Database operations
          Renaming a SQL Server database
          Backup a SQL Server database
          Restore a SQL Server database
          Attaching / Detaching a SQL Server database
          Execute SQL
       Report operations
          Installing / deploying the HelpMaster Pro reports
          Updating the HelpMaster Pro reports
       Registration
          Registering HelpMaster Pro for use
 Troubleshooting
    Web Interface
       Contents
       Plain text appears when I browse to the Web Interface
       "Page cannot be displayed" error
       I get the message "Server Error in '/HMPWEB' Application." when I browse to the Web Interface
       I get the message "Server Error in '/HMPWEB' Application...access denied..." when I browse to the Web Interface
       I get the message "Server Error in '/HMPWEB' Application...access to the path...." when I browse to the Web Interface
       Invalid Registration Code Error
 Evaluating HelpMaster Pro
    Overview
 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