HelpMaster Documentation

HelpMaster automation features are administered via the Desktop edition and are controlled by Application Security Role settings. For these features to function, the corresponding HelpMaster Windows Service must be installed and running on the HelpMaster server. These services must run under an account with permissions to access the HelpMaster SQL Server database, email, and working folders. It is recommended that only system administrators manage these features, and they should be configured after basic administration steps are complete.

The HelpMaster Job API provides endpoints to query, create, and update jobs. Available operations include querying job lists, logging new jobs from templates, updating jobs via action templates, and retrieving control set templates for job logging.

Knowledge Management in HelpMaster is the process of gathering, analyzing, storing, and sharing knowledge relevant to service-desk agents, organizational staff, and clients. The HelpMaster Knowledge Base provides tools to document corporate knowledge, share information, and automate knowledge base maintenance to improve service management.

The HelpMaster Web API is a JSON-based RPC-style API designed for developers and system integrators. It includes a Swagger interface for interactive documentation and testing.

The HelpMaster WebAPI is a JSON-based RPC-style developer interface used to integrate HelpMaster with external systems and processes by providing programmatic access to database functions. It includes a Swagger Interface for testing, documentation, and ease of use.

The Database Reports Wizard is a utility used to create, update, and configure HelpMaster databases and report files. It also provides additional utilities to assist with the management of a HelpMaster instance.

The Control Set endpoints in the HelpMaster Web API allow developers to query and update Control Sets. These sets are typically linked to specific entities within the system to manage their available controls.

Group Managed Service Accounts (gMSA) are highly secure Active Directory accounts used for running Windows Services and IIS Application Pools. They are managed by Domain Controllers, which automatically handle password rotation, reducing maintenance and increasing security. gMSAs must be created via PowerShell. If the HelpMaster Email Manager uses Microsoft 365 via Graph API or the Active Directory Service synchronizes EntraID users, the server hosting these services must have internet access.

A derived (or inferred) linkage occurs when two entities are related indirectly through a third entity. For example, if a Client is linked to a Site, and that same Client is linked to a Job, the Site is considered 'linked' to the Job by derivation.

The HelpMaster Knowledge Base serves as a library of articles for both staff and clients. Staff use it to find solutions for common problems, while clients can access articles via the HelpMaster Web Portal to self-solve issues. Articles include a built-in rating system to monitor performance and helpfulness.

All dates stored in the HelpMaster SQL Server database are stored as Universal Coordinated Time (UTC). This design enables support for multiple time zones. When dates are viewed through the HelpMaster application or built-in reports, the UTC date is automatically adjusted to the user's local time.