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0 Replies and 3533 Views Updating custom Crystal Reports to work with UTC dates    3533  0 Started by  Rod Weir HelpMaster v12 changes the way date data is stored in the database.  If you have created custom Crystal Reports (or other reports in other solutions), you will need to update your reports to reflect accurate date information. For information about how to convert / write Crystal Reports to work with UTC dates, please refer to this knowledge base article PRD Software also offer a Report writing and development service as part of our professional services.  Read about this here http://w...
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02/23/2012 9:53 PM
0 Replies and 3773 Views Custom report swap-shop now open for business!    3773  0 Started by  Rod Weir PRD Software is pleased to announce a new section of the HelpMaster Pro website.  The custom report swap shop is an on-line, community driven page on this web site that will allow the development, sharing and uploading of custom reports for HelpMaster Pro. VIsit the custom reports swap shop today.
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03/13/2008 6:49 PM
0 Replies and 2788 Views Use PowerBI for HelpMaster dashboards  2788  0 Started by  Rod Weir Microsoft PowerBI is a powerful dashboard tool that allows you to quickly create dashboards based on your helpdesk / service-desk data.  With an ever-increasing array of visualizations, stylings and data connectors, it's easy to get the data you need.   PRD Software is currently working on a range of different PowerBI dashboards that leverage HelpMaster's reporting queries and data.  This will be make available in a future release. What measures are most important at your w...
0 2788
09/23/2016 3:03 PM
0 Replies and 2772 Views Create a helpdesk dashboard using Excel pivot tables  2772  0 Started by  Rod Weir This older blog post has just been updated to include auto-refresh time, and other information about how to change the database connection, and query properties.     Also includes a sample download for you to try. Build a dashboard today!  It's fun. http://www.helpmasterpro.com/Community/Blogs/Post/1457/Build-a-help-desk-reporting-dashboard-using-Excel
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09/16/2015 10:23 AM
1 Replies and 3454 Views Reports using custom fields  3454  1 Started by  Anne Savoie Can I run a report that will be able to filter info from our clients custom fields   Thanks, Anne C/W MARS, Inc.
1 3454
by  Scott McRaeJump to last post
12/15/2014 1:16 PM
1 Replies and 8110 Views Problem / Issue hierarchy report and how to bulk-reclassify issues for jobs.  8110  1 Started by  Rod Weir How is your issue / problem hierarchy looking these days&160; Is it out-of control&160; If it is, then there's a good chance that the jobs you are logging are not being classified correctly - there's either too much choice, or it's just downright confusing.&160; Either way, an out-of-control Issue hierarchy can affect your reporting and overall efficiency of your helpdesk. See the next post for a link to download a simple, but useful report for a HelpMaster Pro cleanup.&160; Save it int...
1 8110
by  Rod WeirJump to last post
08/15/2012 9:01 PM
0 Replies and 2936 Views The issue hierarchy field in v11 reports and database  2936  0 Started by  Rod Weir Received via tech support regarding the change in reporting fields between v10 and v11 I remember that the Issue 1, Issue 2, Issue 3 and Issue 4 are variables that I declared to break up the Issue field to report different category levels. How is it now with the version of helpmaster Is there fields that I can use to report different level of call issue type &160; The Issue1, Issue2 etc fields are no longer part of the base reporting views.&160; They have been replaced with the comp...
0 2936
09/26/2011 7:46 PM
0 Replies and 2703 Views Report request - Hours to close in business hours  2703  0 Started by  Rod Weir Submitted to our tech support today Is it possible to have a report to have a report called Hours to close jobs (business hours).&160; Similar to the priority manager that can compare how many business however the job has been opened rather than the total hours....eg a job that has been opened on Friday afternoon at 4pm and closed Monday at 10am has only taken 2 hours rather than 50 hours &160; Thanks for the suggestion.&160; We'll definately look at creating this report and others li...
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09/14/2011 8:32 PM
0 Replies and 2882 Views Reporting in v11 blog  2882  0 Started by  Rod Weir Reporting in v11 blog.&160; http://www.helpmasterpro.com/Community/Blogs/EntryId/77/A-look-at-the-new-reports-and-reporting-structure-in-HelpMaster-v11.aspx &160;
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07/22/2011 1:07 AM
7 Replies and 12694 Views How do you define response time?  12694  7 Started by  Rod Weir Hi HelpMasters, We are currently in the process of creating new reports for the next release of HelpMaster.&160; The new reports will display details about reponse times / sla's / time periods etc.&160; In order to create the most useful reports, we are seeking some feedback on the topic of response times. How do you define response time Is it the date / time when you acknowledge the job (using the dedicated 'Acknowledge job' action button Is it the first staff action after t...
7 12694
by  Rod WeirJump to last post
03/24/2011 6:20 PM
1 Replies and 5504 Views Can't run reports  5504  1 Started by  Adam cwt &160;Hi, We moved our HM Pro software to a different server a while ago and everything is working fine except we can't run report and get below error. &160; Version :6.0.8005 Does any know what could cause to this issue&160; Thanks Error Number: -2147206463 Product: Desktop Error Description:&160; Error Source: HMP6Reports.clsDisplayReport.DisplayReport Dll Version Info: PRDErrorTrap = 6.0.8005; &160;HMP6GUI = 6.0.8005; &160;PRDCGUI = 6.0.8005; &160;HMP6BLL = 6.0.8005; &160;HM...
1 5504
by  Rod WeirJump to last post
02/21/2011 1:28 AM
0 Replies and 3727 Views New SLA response time report now available in the reports swap shop  3727  0 Started by  Rod Weir Just uploaded a new SLA style report.&160; Lots of graphs to show whether jobs have been acknowledged within 4 hours. &160; Check it out here http://www.helpmasterpro.com/Community/HelpMaster-custom-reports-swap-shop.aspx &160; &160;
0 3727
09/28/2010 8:29 PM
0 Replies and 3258 Views New report available in swap shop - Staff activity weekly summary  3258  0 Started by  Rod Weir Hi everyone, I've just uploaded a new report to the report swap-shop. It's a variation on the weekly staff activity report, and it's quite revealing.&160; Download it now and give it a go. http://www.helpmasterpro.com/community/helpmaster-pro-custom-reports-swap-shop.aspx Rod
0 3258
04/28/2010 7:11 PM
1 Replies and 5765 Views Crystal Reports 2008 runtime components  5765  1 Started by  Joanne Crang Where do I find the Crystal Reports 2008 runtime components to download from your site Had them the other day and now can't find them! Thanks Joanne
1 5765
by  Rod WeirJump to last post
12/13/2009 5:11 PM
1 Replies and 6960 Views Use Excel to create powerful reports  6960  1 Started by  Rod Weir Hello helpdeskers, I've just written a blog on using Excel to create powerful PivotTable and PivotChart reports.&160; Check it out - this reporting technique is very powerful and easy to do. http://www.helpmasterpro.com/commun...art-2.aspx Hope it helps, Rod &160;
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by  jsuhleJump to last post
08/23/2009 10:25 PM
6 Replies and 3948 Views Reports not showing every job!  3948  6 Started by  Joanne Crang I have been running reports (tried various different ones) all with the same filter.&160; The filter includes all jobs logged within the last 7 days and all non closed status's.&160; I have run this same filter through the job finder screen as well. Three of my jobs do not appear when I run the reports; however these 3 reports do appear on the job finder window.&160; Is there any reason I'm missing as to why I can't see them in a report&160; They look normal to me and pass the filter crite...
6 3948
by  Rod WeirJump to last post
05/18/2009 7:35 PM
1 Replies and 4046 Views Sorting Our Reports  4046  1 Started by  Joanne Crang Hi, Is there anyway I can sort the content of a report on a certain field Joanne
1 4046
by  Rod WeirJump to last post
05/18/2009 7:33 PM
0 Replies and 3200 Views Updated staff activity reports  3200  0 Started by  Rod Weir Hello helpdeskers, Since the HelpMaster Pro v9 release, the staff activity reports have not worked correctly.&160; A fix is now available. Attached to this post (see link below) is a zip file of the 5 fixed staff activity reports.&160; Simply download this file, unzip it, and copy the reports over the top of your existing reports. The monthly summary report has been updated so that it also includes a breakdown of not only how many actions each staff member has performed during the reporti...
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03/09/2009 10:07 PM
1 Replies and 4959 Views Daily running total report - comments  4959  1 Started by  Rod Weir Sent in from a client regarding the daily running total report... 'Is there a way of applying a filter to make it have a daily running total instead of weekly Can filters be applied to custom reports I would be interested to know as we report on two different business units (subsidiaries in a way I guess you could say) separately' &160;
1 4959
by  Rod WeirJump to last post
03/25/2008 11:40 PM
2 Replies and 5377 Views Custom Fields defined against assets  5377  2 Started by  Daryl Quadros Hi, I'm trying to pull together a report that contains a set of specific assets and which clients they are linked to. In this report, I also need to pull out a specific custom field that is defined against the asset - in which tables can I find the custom field information and how is it linked to the assets Thanks in advance, Daryl.
2 5377
by  Rod WeirJump to last post
11/03/2007 12:42 AM
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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...

HelpMaster website update by Rod Weir in Announcements with 0 replies In preparation of the v17 release, the HelpMaster website has had a make-over. The new-look site provide additional information about the capabilit...

Email tags not working. by David C in Email Manager with 1 replies Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not ...

Knowledge Base improvements by Rod Weir in Wishlist with 0 replies We've recently received some requests to improve the knowledge base feature in HelpMaster via our support channel.  I'm re-posting some of the id...

Triggered Events on Assets by Josh B in Priority Manager and Triggered Events with 2 replies 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 developme...

Automatically unsuspending jobs by Josh B in Priority Manager and Triggered Events with 2 replies Today I implemented some Priority Manager profiles to automate the unsuspending of jobs once a target date is reached.  Thought I'd share... ...

Use PowerBI for HelpMaster dashboards by Rod Weir in Reports and reporting with 0 replies Microsoft PowerBI is a powerful dashboard tool that allows you to quickly create dashboards based on your helpdesk / service-desk data.  With an...

Template catalogs by Rod Weir in HelpMaster development with 0 replies Another great new feature of v17 is "Template Catalogs".  Template catalogs are groupings of Job Templates and Knowledge Base articles.  E...

Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development with 4 replies The next version of HelpMaster has a radically improved workflow system with lots of new workflow objects.  One of the most powerful and useful i...

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...

RE: Spotlight on workflow object - Log new job by Josh B in HelpMaster development Couple more ideas for workflows. First, I want to point out that the pattern I have adopted is to have an message box present instructions then an act...

RE: Email tags not working. by Rod Weir in Email Manager Hi David, Thanks for the information. Can you tell us what version of HelpMaster you're using, as well as what module is sending the email (Deskto...

Email tags not working. by David C in Email Manager Hi, I recently got the email service working and was poking around other areas (new to the software) and for some reason email template tags are not ...

RE: Spotlight on workflow object - Log new job by Rod Weir in HelpMaster development Hi Josh, Thanks for you post – some good ideas and feedback here as usual. Your idea of having a pre-job workflow is something we’ve alr...