Page 2 - Notice
Altiris Helpdesk Solution User Guide 2 Notice Copyright © 2000-2003 Altiris Inc. All rights reserved. Product Version: 5.6 SP1 Document Date: March 12, 2003 Bootworks U.S. Patent No. 5,764,593. RapiDeploy U.S. Patent No. 6,144,992. Due to the inherently complex nature of computer software, Altiris d...
Page 3 - Contents
Altiris Helpdesk Solution User Guide 3 Contents Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
Page 6 - Preface
Altiris Helpdesk Solution User Guide 6 Preface Before using this documentation, we recommend that you review the document conventions (see “Document Conventions” on page 6 ). Detailed information about Altiris products is included in each product’s documentation. The product’s documentation is insta...
Page 7 - Before Contacting Support; Support Contact Information; Training
Preface Altiris Helpdesk Solution User Guide 7 Support Altiris is committed to providing world-class technical support and professional services to its customers. Included with every product purchase is complimentary Electronic Support. For customers who want a higher level of support, Altiris offer...
Page 9 - Introducing Helpdesk Solution
Altiris Helpdesk Solution User Guide 9 Chapter 1: Introducing Helpdesk Solution Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management system to automate the process of assigning, reporting, and resolving IT system management issues. Helpdesk Solution reduces...
Page 11 - Features and Benefits
Chapter 1: Introducing Helpdesk Solution Altiris Helpdesk Solution User Guide 11 satellites every 4 minutes. Windows accounts (trusted connections) can be used if the Helpdesk identity, VPN, and domains are correctly configured. • Attachments are stored on the satellites where they were uploaded. Cu...
Page 12 - System Requirements
Chapter 1: Introducing Helpdesk Solution Altiris Helpdesk Solution User Guide 12 System Requirements The following is a list of minimum requirements for the Helpdesk Solution. Server • Altiris eXpress Notification Server 5.5 SP2 or later • A CD-ROM drive with Microsoft 2000 Server/Advanced Server an...
Page 13 - Installing and Setting Up eXpress
Altiris Helpdesk Solution User Guide 13 Chapter 2: Installing and Setting Up eXpress The Installation and Setup topic list, includes the following: • Step 1 - Notification Server Computer Requirements (page 14) • Install Prerequisite Software to Notification Server (page 15) • Install Notification S...
Page 15 - Install Prerequisite Software to Notification Server
Chapter 2: Installing and Setting Up eXpress Altiris Helpdesk Solution User Guide 15 Install Prerequisite Software to Notification Server 1 Start the Altiris eXpress Notification Server Install Helper (AeXNSInstallHelper.exe), read the information on the screen, and click Next . 2 When the Computer ...
Page 18 - Install Notification Server
Chapter 2: Installing and Setting Up eXpress Altiris Helpdesk Solution User Guide 18 10 When all of the prerequisite software is installed and the following screen appears. Read the information on the screen and click Finish . The Install Helper will start the Notification Server installation. Insta...
Page 19 - Step 2 – Install Helpdesk Solution; Satellite Helpdesk
Chapter 2: Installing and Setting Up eXpress Altiris Helpdesk Solution User Guide 19 Step 2 – Install Helpdesk Solution When you install eXpress, eXpress collections, packages, reports, and policies are loaded onto the Notification Server. 1 Log in to the Windows Server running Notification Server u...
Page 20 - Step 4 – The Configure Helpdesk Command
Chapter 2: Installing and Setting Up eXpress Altiris Helpdesk Solution User Guide 20 Important You will not be able to run Helpdesk successfully until you run and complete this wizard. When you do, it will launch Helpdesk and usually present you with the Configure Helpdesk command . See “Configure H...
Page 21 - Architecture
Altiris Helpdesk Solution User Guide 21 Chapter 3: Helpdesk Overview The Helpdesk Overview topic list, includes the following: • Architecture (page 21) • Helpdesk Solution Consoles (page 22) • Workers and Worker Queues (page 23) • Contacts (page 24) • Work Items (page 25) • Assets (page 25) • Integr...
Page 22 - Helpdesk Solution Consoles
Chapter 3: Helpdesk Overview Helpdesk Solution Consoles Altiris Helpdesk Solution User Guide 22 • “Notify Rules ” on page 112 Helpdesk Solution Consoles The Altiris eXpress Helpdesk Consoles page provides an easy way to access all necessary consoles. Based on NT authentication, only the consoles ava...
Page 23 - Workers and Worker Queues
Chapter 3: Helpdesk Overview Workers and Worker Queues Altiris Helpdesk Solution User Guide 23 User Consoles The My Helpdesk console allows users to the following: • submit work item requests track status of work items • edit contact information • submit comments to the help desk • attach files or s...
Page 24 - Contacts
Chapter 3: Helpdesk Overview Contacts Altiris Helpdesk Solution User Guide 24 • Human Resources Workers in the Human Resources queue are assigned work items generated for the Human Resources department. • Asset Management Workers in the Asset Management queue are assigned work items generated for th...
Page 25 - Work Items; Assets
Chapter 3: Helpdesk Overview Work Items Altiris Helpdesk Solution User Guide 25 Work Items A work item defines a task to be performed. Work items are created by workers in the worker console, by users via the self-help console or by events passed from Notification Server to Helpdesk. Administrators ...
Page 26 - Integration with Microsoft Systems Management Server
Chapter 3: Helpdesk Overview Integration with Microsoft Systems Management Server (SMS) Altiris Helpdesk Solution User Guide 26 Integration with Microsoft Systems Management Server (SMS) The integration with Microsoft SMS is bi-directional. Work items defined in Helpdesk Solution can be linked into ...
Page 27 - Prerequisites
Altiris Helpdesk Solution User Guide 27 Chapter 4: Installation The Helpdesk Installation topic list, includes the following: • Prerequisites (page 27) • Installation (page 28) • Helpdesk Setup (page 28) • Altiris eXpress.NET Configuration Wizard (page 29) • Modifying Helpdesk Solution Installation ...
Page 28 - Helpdesk Setup
Chapter 4: Installation Helpdesk Setup Altiris Helpdesk Solution User Guide 28 Installation Before installing Helpdesk Solution, review the “Prerequisites ” on page 27. Installation has three phases that occur one after the other as a part of a standard Windows Installer installation: 1 Setup 2 Alti...
Page 31 - Modifying Helpdesk Solution Installation Configuration
Chapter 4: Installation Helpdesk Setup Altiris Helpdesk Solution User Guide 31 7 Click Finish . When the wizard is complete, the Helpdesk Admin console will launch. Usually, further configuration is necessary, so you will see the Configure Helpdesk command . Complete the command to finish the instal...
Page 32 - Upgrading Releases; Uninstalling
Chapter 4: Installation Helpdesk Setup Altiris Helpdesk Solution User Guide 32 Upgrading Releases Upgrading released version of Helpdesk Solution can be done by doing an upgrade check in the Solution Center. This will install over the top of the existing software. Downloading the latest AeXHD.exe an...
Page 33 - Localization
Chapter 4: Installation Localization Altiris Helpdesk Solution User Guide 33 Localization Helpdesk Solution 5.6 supports localized versions of French, German, Portuguese and Spanish. Assuming the browser is installed and properly configured, Helpdesk will automatically display its content in the pre...
Page 35 - Web Administration Console Interface Elements; Policies
Altiris Helpdesk Solution User Guide 35 Chapter 5: Configuration The Configuration topic list, includes the following: • Web Administration Console Interface Elements (page 35) • Policies (page 35) • Reports (page 36) • Console Security (page 36) • Administrators (page 37) • Workers (page 37) • End ...
Page 36 - Reports; Console Security
Chapter 5: Configuration Console Security Altiris Helpdesk Solution User Guide 36 Reports Helpdesk Solution has many reports that let you analyze your help desk, including cost analysis, work item information, and worker performance. These reports are found in the Notification Server Web Administrat...
Page 38 - End Users
Chapter 5: Configuration Console Security Altiris Helpdesk Solution User Guide 38 End Users Helpdesk Solution installs three different entry points and consoles for end users. The winuser entry point contains two consoles, My Helpdesk and NT User , for users authenticated by the Integrated Windows A...
Page 39 - Setting Permissions
Chapter 5: Configuration Console Security Altiris Helpdesk Solution User Guide 39 Setting Permissions Once IIS has authenticated the requesting user, then NTFS permissions on the directory holding the requested default.aspx file is checked to determine if the user has NTFS read permissions for the f...
Page 40 - Entry Points
Chapter 5: Configuration Entry Points Altiris Helpdesk Solution User Guide 40 2 Add NT users to the appropriate groups. These can be NT domain users or groups or local users defined on the Web server. 3 Using Windows File Explorer , locate the physical directory location of the admin, worker, and ot...
Page 46 - Altiris eXpress Helpdesk Consoles
Chapter 6: User Interface Altiris eXpress Helpdesk Consoles Altiris Helpdesk Solution User Guide 46 Altiris eXpress Helpdesk Consoles This section details the features and functionality of how to use Helpdesk consoles. Server Access 1 Click Start > Programs > Altiris > Altiris eXpress > ...
Page 47 - Helpdesk Worker Console; Commands
Chapter 6: User Interface Altiris eXpress Helpdesk Consoles Altiris Helpdesk Solution User Guide 47 Helpdesk Worker Console Default Page Description The Helpdesk worker console displays the Work report as the default page. The left-hand menu page is divided into three sections, Commands, Common task...
Page 48 - Toolbar Description
Chapter 6: User Interface Altiris eXpress Helpdesk Consoles Altiris Helpdesk Solution User Guide 48 Assets Asset home - Displays a list of assets. See “Assets Home ” on page 84 Find assets - Lets workers find assets by entering a search criteria. See “Find Assets ” on page 85 New asset - Lets worker...
Page 49 - Item Count, Date and Time
Chapter 6: User Interface Altiris eXpress Helpdesk Consoles Altiris Helpdesk Solution User Guide 49 Item Count, Date and Time The item box, current date and time, open item count and queued item count are displayed on the lower left hand side of the Worker console page . Item - Type the work item nu...
Page 50 - New Work Item
Chapter 6: User Interface New Work Item Altiris Helpdesk Solution User Guide 50 Late - Lists the number of work items Planned after the start date. Overdue - Lists the number of work items not Closed or Resolved after the due date. Resolved - Lists the number of work items with the status as Resolve...
Page 51 - Work Item Page Description
Chapter 6: User Interface New Work Item Altiris Helpdesk Solution User Guide 51 Work Item Page Description Page Items Item Description Title Description of the problem or request. Category Categories are associated to a worker or queue. Assigned Worker or queue for the work item. Priority Priority s...
Page 52 - Add New Work Item
Chapter 6: User Interface New Work Item Altiris Helpdesk Solution User Guide 52 Add New Work Item 1 Type a description for the new work item in the Title box. The title is a required field. All the other fields are optional, or have default values. 2 Type additional Comments in the box. 3 Select a C...
Page 53 - View or Edit Work Items
Chapter 6: User Interface New Work Item Altiris Helpdesk Solution User Guide 53 View or Edit Work Items The View work item page allows you to review any work item added to the Helpdesk database. This page appears when you Save a new work item, or when you select a work item by clicking on the glasse...
Page 54 - Additional Work Item Information
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 54 Additional Work Item Information Workers can attach files, link work items together, and send an e-mail about the work item. Workers can also associate one Asset and one Contact to the work item and ed...
Page 56 - Attach Page Field Description; Link Work Items
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 56 Attach Page Field Description Link Work Items A work item can link to one other work item, and multiple work items can link to the same work item. If a work item was previously linked, it will be overw...
Page 57 - Link Page Field Description
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 57 To Link a Work Item 1 Click Work items> New work item . 2 Click Link . 3 Click one of the following link item options: • Keep current - Default, Not currently linked . • Link recent item - Select a ...
Page 59 - E-mail Page Field Description; View Contact Properties - New Work Item
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 59 E-mail Page Field Description View Contact Properties - New Work Item The View contact properties page displays is used to view and edit information about the contact associated with the current work i...
Page 60 - Contact Page Field Description
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 60 Contact Page Field Description Page Items Item Description Name Type the Name of the new contact. NT ID Type the NT ID of the new contact. E-mail Type the E-mail address of the new contact. Pager e-mai...
Page 61 - Find Contact - New Work Item
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 61 Find Contact - New Work Item The Find feature on the New work item page, allows users to enter a partial name or phone number (this is configured by Professional Services) into the Find text box, and t...
Page 62 - Select Contact - New Work Item
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 62 Select Contact - New Work Item The Select a contact page allows workers to associate the current work item with a specific contact. Workers can select from one of six options. The find option will only...
Page 63 - View Asset Properties - New Work Item
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 63 View Asset Properties - New Work Item The View asset properties page displays an Asset form used to view and edit information about the asset associated to the current work item. The Items list at the ...
Page 64 - Asset Page Field Description; Find Asset - New Work Item
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 64 Asset Page Field Description Find Asset - New Work Item The Find feature on the New work item page, allows users to enter a partial name or location (this is configured by Professional Services) into t...
Page 65 - Select Asset - New Work Item
Chapter 6: User Interface Additional Work Item Information Altiris Helpdesk Solution User Guide 65 The asset selected from the drop-down list, will be the asset that is associated with the work item when it is saved. If “--[none]--”, or the result count option ( --[select (2 found)]--) is selected, ...
Page 66 - Find Work Items
Chapter 6: User Interface Find Work Items Altiris Helpdesk Solution User Guide 66 The drop-down list displays the assets which have been associated with the currently selected contact. • Recent asset. • Find asset • Type search criteria in any of the text boxes, click Find at the bottom of the page....
Page 67 - Find Work Item; Simple; Field Description
Chapter 6: User Interface Find Work Items Altiris Helpdesk Solution User Guide 67 4 The Items list at the bottom of the page shows all work items the found based on the search criteria you selected. Click View or Edit next to the work item you want to view or edit. 5 The Save query link at the botto...
Page 68 - Find Work Items - Advanced Tab
Chapter 6: User Interface Find Work Items Altiris Helpdesk Solution User Guide 68 Find Work Items - Advanced Tab 1 Click Work items>Find work items listed below Commands . <OR> 2 Click Find work items listed below Common Tasks . 3 Click the Advanced Tab. 4 Type the search criteria in one or...
Page 69 - Advanced; Search in Comment or Title Field
Chapter 6: User Interface Search in Comment or Title Field Altiris Helpdesk Solution User Guide 69 Find Work Item Advanced Field Description In addition to the Simple search field options, the Advanced search offers the following additional search fields. Search in Comment or Title Field You can sea...
Page 70 - Using Queries
Chapter 6: User Interface Using Queries Altiris Helpdesk Solution User Guide 70 warning message, with a yellow background is displayed beneath the comment field that indicates that full-text search is not enabled. When full-text search is not enabled, FREETEXT and CONTAINS syntax may not be used. Ma...
Page 71 - List Query Page Field Description; New Query
Chapter 6: User Interface Using Queries Altiris Helpdesk Solution User Guide 71 Delete Queries (page 78) Last Query Results (page 79) List Query The List query page displays a list of pre-defined queries to help you manage your work items. You can select a query to modify or create a new query based...
Page 72 - Modify New Query Search
Chapter 6: User Interface Using Queries Altiris Helpdesk Solution User Guide 72 The query editor will now allow the worker to build an expression based upon the Last query . The option “--[last query]--” is one of the options in the Based on drop-down list, which allows the worker to “get” the query...
Page 73 - New Query Page Field Description.; Query Data Types
Chapter 6: User Interface Using Queries Altiris Helpdesk Solution User Guide 73 4 Modify the parameters of the query. 5 Click Run . 6 If you would like to save this query, you must give the query a name in the Name box. 7 Click Save . 8 Once the browser page is refreshed, the new query will appear i...
Page 76 - Query Parameter Replacement
Chapter 6: User Interface Using Queries Altiris Helpdesk Solution User Guide 76 Query Parameter Replacement There are a number of special parameters that the query system recognizes. When a query is run the parameters are resolved and the results are returned. With the exception of $current_worker_i...
Page 79 - Last Query Results
Chapter 6: User Interface Using Queries Altiris Helpdesk Solution User Guide 79 Last Query Results This option will display the results from the last query run by the worker currently logged into the Helpdesk Worker console . 1 Click the Work items>Last query results listed below Commands . <O...
Page 80 - Retrieve Queued Item
Chapter 6: User Interface Contacts Altiris Helpdesk Solution User Guide 80 Retrieve Queued Item The Retrieve function allows workers to retrieve the next available work item in a specified queue. Workers retrieve from their assigned queue or are prompted to select a queue as shown below. Work items ...
Page 81 - View Contacts
Chapter 6: User Interface Contacts Altiris Helpdesk Solution User Guide 81 View Contacts To View a Contact 1 Click Edit to modify the contact information. 2 Click View or Edit next to the item from the Assets or Items list, if any, to view or edit assets or items information. Find Contacts The Find ...
Page 82 - Find Contacts Page Field Description; New Contact
Chapter 6: User Interface Contacts Altiris Helpdesk Solution User Guide 82 Find Contacts Page Field Description New Contact Contacts are the users who request help from Helpdesk workers. Although contacts can be added to the system from this page and when work items are created, it is more efficient...
Page 83 - New Contact Page Field Description
Chapter 6: User Interface Contacts Altiris Helpdesk Solution User Guide 83 New Contact Page Field Description Page Items Item Description Name Type the Name of the new contact. NT ID Type the NT ID of the new contact. E-mail Type the E-mail address of the new contact. Pager e-mail Type the Pager e-m...
Page 84 - View Assets
Chapter 6: User Interface Assets Altiris Helpdesk Solution User Guide 84 Assets Assets Home The Assets home page displays a list of the assets recently viewed or edited by the current worker. Workers can also link to the Find assets , New assets and Delete assets pages . To Use the Assets Home Page ...
Page 85 - Find Assets; New Asset
Chapter 6: User Interface Assets Altiris Helpdesk Solution User Guide 85 To View Assets 1 Click Edit to modify the asset information. 2 Click View or Edit next to the item from the Contacts or Items list, if any, to view or edit contacts or items information. Find Assets The Find Assets page lets yo...
Page 86 - New Asset Page Field Description
Chapter 6: User Interface Assets Altiris Helpdesk Solution User Guide 86 New Asset Page Field Description Page Items Item Description Name Type a short description of the asset. Type Select a Category from the drop-down list. External ID Type an External ID . An External ID is appropriate for organi...
Page 87 - Recents
Chapter 6: User Interface Recents Altiris Helpdesk Solution User Guide 87 Recents The Recents page allows workers to access the most recent entries of Work items , Contacts and Assets . To Use the Recents Page 1 Click Recents on the left-hand menu, the above page appears <OR>. 2 Click Recents,...
Page 88 - My Helpdesk Console
Chapter 6: User Interface My Helpdesk Console Altiris Helpdesk Solution User Guide 88 My Helpdesk Console My Helpdesk is intended for users with an NT ID in an organizational internet environment. Users who logon to an intranet using NT authentication, then login to My Helpdesk console , automatical...
Page 89 - My Helpdesk - New Work Item; Sort Work Item List
Chapter 6: User Interface My Helpdesk Console Altiris Helpdesk Solution User Guide 89 My Helpdesk - New Work Item To Add a New Work Item 1 Type the required information in the form on the page. For more details see “New Work Item ” on page 50 and “Attachments ” on page 55. 2 Click OK to save. Sort W...
Page 90 - Edit My Info
Chapter 6: User Interface My Helpdesk Console Altiris Helpdesk Solution User Guide 90 For example Click # , an arrow appears next to the sort topic # . The up arrow indicates the sort order is ascending to descending. Click # again, a down arrow appears to indicate the sort order is descending to as...
Page 91 - Logoff; Work Item Request - NT User
Chapter 6: User Interface Work Item Request - NT User Altiris Helpdesk Solution User Guide 91 Logoff When you have completed all tasks within the My Helpdesk console , be sure to Logoff and close the web browser to completely log out of the Helpdesk system. Logging off also conserves system resource...
Page 92 - Work Item Request - User; Work Item Request - Guest
Chapter 6: User Interface Work Item Request - User Altiris Helpdesk Solution User Guide 92 Work Item Request - User The Work item request - User allows a user to access the Helpdesk system from the internet, meaning they do not use NT authentication at log on. Instead, users supply their e-mail addr...
Page 93 - Work Item History; Create Custom URL to Access Helpdesk Consoles
Chapter 6: User Interface Create Custom URL to Access Helpdesk Consoles Altiris Helpdesk Solution User Guide 93 3 Type the required information in the form on the page. 4 Click OK to save. Work Item History When a work item is created, a record of each action taken against the work item is recorded ...
Page 97 - Helpdesk Admin Console
Chapter 7: Administration Helpdesk Admin Console Altiris Helpdesk Solution User Guide 97 Helpdesk Admin Console The Helpdesk Admin console page is similar to the Helpdesk Worker console yet it provides additional functionality to perform administrative tasks. Access the Admin console through the Alt...
Page 98 - The Admin Report
Chapter 7: Administration The Admin Report Altiris Helpdesk Solution User Guide 98 The Admin Report The Admin Report will help sort and manage work items based on the Report period and selected query options. The report displays the item count for All workers in the following queries: • Priority • R...
Page 99 - Admin Report Page Field Description
Chapter 7: Administration The Admin Report Altiris Helpdesk Solution User Guide 99 Admin Report Page Field Description Run Admin Reports 1 Type the number of days to search back in time in the Report period box. 2 Click Go . The database will return an item count of all work items based on the numbe...
Page 100 - Categories; List Categories Page Description
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 100 Categories List Categories All New work items entered into the Helpdesk system must be associated with a Category . The Categories option is only available in the Admin console , you can List , Edit or Delete categories. 1...
Page 101 - Edit Categories
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 101 Edit Categories The Edit categories page displays a list of all categories used to group work items together however the workers see fit. The default set of categories cover a large portion of the problems typically encoun...
Page 102 - Add New Category
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 102 Add New Category You can add new categories to the Helpdesk database by following the steps below. 1 Click Admin>Categories>Edit categories . 2 Use the scroll-bar to view all categories currently in the system. Click...
Page 103 - Modify Category
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 103 Modify Category You can modify existing categories to meet your operational requirements. Following the illustration and steps listed below. 1 Click Admin>Categories>Edit categories . 2 Click Edit next to the categor...
Page 104 - Move Category
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 104 6 Click Save to keep all category changes and return to the List categories page . Move Category Use the move function to move a category and its children up and down the category tree. 1 Click Admin>Categories>Edit ...
Page 105 - Copy Category
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 105 Copy Category Categories can be copied from one to another by using the Copy command. 1 Click Admin>Categories>Edit categories . 2 Click Copy next to the category you want to edit. Note The category you selected is d...
Page 106 - Delete Category
Chapter 7: Administration Categories Altiris Helpdesk Solution User Guide 106 Delete Category 1 Click Admin>Categories>Edit categories . 2 Click Delete next to the category you want to delete. Note The category you selected is displayed on the bottom of the screen. See the example above. 3 Sel...
Page 107 - Routing Rules; List Routing Rules
Chapter 7: Administration Routing Rules Altiris Helpdesk Solution User Guide 107 Routing Rules Routing rules determine what worker or queue a work item should be assigned to when it is created or modified. A routing rule consists of a name, description, criteria, status, terminal flag, and a worker ...
Page 108 - Process Order of Routing Rules; Edit Routing Rule
Chapter 7: Administration Routing Rules Altiris Helpdesk Solution User Guide 108 To List Routing Rules 1 Click Admin > Routing rules > List routing rules . 2 Click the arrow (>) next to the routing rule; the row is highlighted. 3 Click the New , Edit , Up , Down , or Delete icons on the too...
Page 109 - New Routing Rule
Chapter 7: Administration Routing Rules Altiris Helpdesk Solution User Guide 109 New Routing Rule To Create a New Routing Rule 1 Click Admin > Routing rules > New routing rule . 2 Enter a name for the New routing rule in the Name text box. 3 Enter description of what the rule is for, in the Co...
Page 111 - Delete Routing Rules
Chapter 7: Administration Routing Rules Altiris Helpdesk Solution User Guide 111 Delete Routing Rules To Delete a Routing Rule 1 Click Admin > Routing rules > Delete routing rules . 2 Select the check box of the Route rule you want to delete from the list, and then click Next . The following c...
Page 112 - Notify Rules; List Notify Rules
Chapter 7: Administration Notify Rules Altiris Helpdesk Solution User Guide 112 Notify Rules E-mail notification is used to automatically generate and send e-mail and pager e-mail messages in response to work item modification. Notify rules describe what work item modifications must take place befor...
Page 113 - New Notify Rule
Chapter 7: Administration Notify Rules Altiris Helpdesk Solution User Guide 113 New Notify Rule 1 Click Admin>Notify rules>New rule . 2 Type the name of the Rule in the box. 3 Type a description of the rule in the Comment box. 4 Select the Send e-mail template from the drop-down list. The temp...
Page 115 - Edit Notify Rule
Chapter 7: Administration Notify Rules Altiris Helpdesk Solution User Guide 115 13 Select the check box for the rule to be Default . Default - Make this rule a default for new items : Default rules are assigned and associated with new work items. Non default rules are not automatically assigned to n...
Page 116 - Delete Notify Rules
Chapter 7: Administration Notify Rules Altiris Helpdesk Solution User Guide 116 Delete Notify Rules Deleting a rule will remove it completely from the system. All work items associated with the rule you delete will lose their association and will never be seen again. Caution There is no Undo capabil...
Page 117 - List Templates
Chapter 7: Administration E-mail Templates Altiris Helpdesk Solution User Guide 117 E-mail Templates E-mail notification is used to automatically generate and send e-mail and pager e-mail messages when a New work item is created or when an existing work item is modified. E-mail templates are created...
Page 118 - New Template
Chapter 7: Administration E-mail Templates Altiris Helpdesk Solution User Guide 118 New Template When you are adding or editing an e-mail template, you can use special macros in the message fields to represent Helpdesk Solution data that will be inserted by Helpdesk Solution when it generates e-mail...
Page 119 - Edit E-mail Templates
Chapter 7: Administration E-mail Templates Altiris Helpdesk Solution User Guide 119 Edit E-mail Templates 1 Click Admin>E-mail templates>List templates . 2 Click Edit next to the E-mail template name. 3 Edit the fields. For information on each of the box entries, see “New Template ” on page 11...
Page 120 - E-mail Template Macros; Simple Macros
Chapter 7: Administration E-mail Template Macros Altiris Helpdesk Solution User Guide 120 E-mail Template Macros When you are adding or editing an e-mail template, you can use special macros in the message for the From , Subject and Body boxes to represent data that will be inserted by Helpdesk Solu...
Page 121 - Complex Macros
Chapter 7: Administration E-mail Template Macros Altiris Helpdesk Solution User Guide 121 Complex Macros Complex macros define a format that can include a mix of text, HTML and Helpdesk Solution data fields that will be evaluated and replace the macro. Mail Macros Mail macros are a class of macros t...
Page 122 - Bulletins; List Bulletins
Chapter 7: Administration Bulletins Altiris Helpdesk Solution User Guide 122 • CREATED_BY_PAGER_EMAIL_LINK[[<format>]] For Example: <BR>Click ASSIGNED_TO_EMAIL_LINK[[here]] to send to the assigned worker</BR><BR>E-mail: MODIFIED_BY_EMAIL_LINK[[$$modified_by_worker_name$$]]<...
Page 123 - Add New Bulletin; Delete Bulletin
Chapter 7: Administration Bulletins Altiris Helpdesk Solution User Guide 123 Add New Bulletin 1 Click Admin>Bulletins>New bulletin . 2 Type a description of the bulletin in the Title box. 3 Type a message in the Message box. 4 Select the check box if you want the bulletin displayed to users lo...
Page 124 - Sources; List Sources; View Source
Chapter 7: Administration Sources Altiris Helpdesk Solution User Guide 124 Sources List Sources Assets are real devices such as computers, printers, phones, modem jacks or any other items that are identified as unique objects in the database. Assets can be defined manually in the Worker Console . He...
Page 125 - New NS Source; New SMS Source
Chapter 7: Administration Sources Altiris Helpdesk Solution User Guide 125 New NS Source 1 Click Admin>Sources>New NS Source . 2 Type the resource Name in the box. 3 Type the SQL Server name in the box. 4 Type the Database name in the box. 5 Clear the check box if you DO NOT want to Use SQL lo...
Page 126 - Edit Source
Chapter 7: Administration Sources Altiris Helpdesk Solution User Guide 126 6 If you select Use SQL login , type a Login name in the box. 7 Type a Password in the box. 8 Select the check box to do the following: • Update Helpdesk on a schedule - Imports the data into the Helpdesk database based on a ...
Page 127 - Import from Source
Chapter 7: Administration Sources Altiris Helpdesk Solution User Guide 127 Import from Source Importing large numbers of resources can take a considerable amount of time. For imports of thousands of resources use the auto-update feature to avoid time-outs and other problems. Any number of contacts c...
Page 130 - Delete Work Items; Simple Tab
Chapter 7: Administration Delete Work Items Altiris Helpdesk Solution User Guide 130 Delete Work Items The delete function allows workers to search the Helpdesk database by entering a search criteria, locate work items that are no longer needed in the system, and then delete them - permanently. The ...
Page 131 - Delete Work Item
Chapter 7: Administration Delete Work Items Altiris Helpdesk Solution User Guide 131 7 Click Finish to delete selected work items. Delete Work Item Simple Field Description Page Items Item Description Title Type Title of a work item. Match all words Select the Title match criteria from the drop-down...
Page 132 - Advanced Tab
Chapter 7: Administration Delete Work Items Altiris Helpdesk Solution User Guide 132 Advanced Tab The Advanced search is different then the simple search as the fields used to define the search are greater. If you enter more than one field entry for the search criteria, the result will yield a more ...
Page 133 - Delete Work item; Delete Contacts
Chapter 7: Administration Delete Contacts Altiris Helpdesk Solution User Guide 133 Are you sure you want to delete the following items? 7 Click Back to change the selected work items to delete. 8 Click Finish to delete selected work items. Delete Work item Advanced Field Description In addition to t...
Page 134 - Delete Assets
Chapter 7: Administration Delete Assets Altiris Helpdesk Solution User Guide 134 5 The contact items you selected will appear. A prompt will display the following message: Are you sure you want to delete the following items? 6 Click Back to change the selected contacts to delete. 7 Click Finish to d...
Page 135 - List Workers; New Worker
Chapter 7: Administration Workers Altiris Helpdesk Solution User Guide 135 A prompt will display the following message: Are you sure you want to delete the following items? 6 Click Back to change the selected assets to delete. 7 Click Finish to delete selected assets. Workers List Workers The List w...
Page 136 - Edit Worker
Chapter 7: Administration Workers Altiris Helpdesk Solution User Guide 136 • The Retrieve queue selection denotes what queue the worker will access when they execute the Retrieve queue item command. Prompt , means the worker will be prompted to select a queue for retrieving work items. • The Active ...
Page 137 - List Queue; View Queue
Chapter 7: Administration List Queue Altiris Helpdesk Solution User Guide 137 List Queue Queues are Helpdesk objects similar to workers that work items can be assigned to. Queues do not correspond to a specific worker. A queue cannot have an NT ID associated with it but it can have an e-mail address...
Page 138 - Edit Queue; New Queue
Chapter 7: Administration List Queue Altiris Helpdesk Solution User Guide 138 Edit Queue 1 Click Workers > List queue . 2 Click Edit next to the queue to edit. 3 Edit the box form on the page. 4 Click OK to save. New Queue 1 Click Workers > New queue . 2 Type the information in the text boxes ...
Page 140 - Notification Policies
Chapter 7: Administration Notification Policies Altiris Helpdesk Solution User Guide 140 Notification Policies Notification Policies automate the monitoring of work item activity. Writing a new Notification Policy is as easy as writing a SQL query that evaluates to true. Notification Policies suppor...
Page 141 - Service Level Agreements
Chapter 7: Administration Service Level Agreements Altiris Helpdesk Solution User Guide 141 Service Level Agreements Service level agreements (SLAs) are a set of standards established to gauge the performance of machines, work items, etc. Helpdesk Solution provides reports that provide data regardin...
Page 142 - Troubleshooting; Log Files
Altiris Helpdesk Solution User Guide 142 Chapter 8: Troubleshooting Log Files Components that encounter errors while running place messages in a log file in the \Altiris\eXpress\logs folder on the Notification Server computer. The log is an XML text file that you can open in a text editor or within ...
Page 143 - Index
Altiris Helpdesk Solution User Guide 143 A accessing Helpdesk Solution through a custom URL 93 administration bulletins 122sources 124workers 135 Altiris support 7 assistance 7 B bulletins administration 122 C comments search in 69 console administrator 22end user 23worker 22 consoles 21, 22contact ...
