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Altris eXpress Helpdesk Solution 5.6 SP1 manual
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143 pages, 2.14 Mb
Altiris eXpress
™
Helpdesk Solution 5.6 SP1 User Guide
Contents
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What you see
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Chapter 1:
Helpdesk Solution - Satellite Architecture
Scenario
Customize with Ease
Features
Benefits
Server
Worker Console
End User Console
Chapter 2:
Hardware
Processor
RAM
File System
Disk space
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not recommended
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To Install a Satellite Helpdesk
Configure Helpdesk Command
Chapter 3:
The following consoles are used in Helpdesk Solution
Administrator Console
Worker Consoles
User Consoles
See Also
Worker Queues
Level
Level 2 Desktop
Human Resources
Asset Management
Deployment-SW
Delivery
Supervisor
workers preferences
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Chapter 4:
AeXNS_Helpdesk
Alert Manager
Console to start the Web Administration Console
Altiris eXpress.NET Configuration Wizard
To configure the Helpdesk Configuration Wizard
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Add/Remove Programs
Windows Control Panel
Configure Regional Option
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Chapter 5:
Notification Server
Web Administration Console
Cost Analysis
Helpdesk Activity
High Priority
Anonymous access
Basic authentication
Integrated Windows Authentication
Worker console
My Helpdesk
NT User
User console
Anonymous
Guest console
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web.config
default.aspx
<helpdesk.net
<console.configuration
<credential
workerMode=”worker”|”winUser”|”guest”|”user”
•“worker”
•“winUser”
•“guest”
save
user
Admin and Worker consoles
User\web.config
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Chapter 6:
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Server Access
Client Access
•Altiris eXpress Helpdesk consoles - http://<server name>/aexhd
Helpdesk Admin console
Helpdesk Worker console
Default Page Description
Item and Count
Work Items
Recent
Notification Server Web Reports
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To Open a New Work Item
Description
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To View or Edit Work Items
See also
To Attach a File to a Work Item
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To Link a Work Item
To Send E-MailMessages
To View Contact Properties
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phone number
Auto-Associatingan Item’s Asset Using the Contact
To Find a Contact
To Select a Contact
To View Asset Properties
location
Auto-Associatingan Item’s Contact Using the Asset
To Find an Asset
To Select an Asset
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Full-text(FREETEXT and CONTAINS) Searches
Manual Configuration
Syntax
Wildcard Searches
To List Queries
To Create a New Query
To Modify a Query Search
String Examples
Datetime Examples
Uint Examples
Field Name
Acceptable values (and
comments)
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$current_worker_id$
$prompt_number(“<prompt>”)$
$prompt_string(“<prompt>”)$
$prompt_lookup(“<prompt>”, “<lookup query name>”)$
$prompt_datetime(“<prompt>”)$
$prompt_date(“<prompt>”)$
Are you sure you want to delete the following items
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To Add a Contact
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To Use the Assets Home Page
To View Assets
To Add a New Asset
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To Use the Recents Page
To Use My Helpdesk Console
My Helpdesk toolbar description
To Add a New Work Item
To Edit My Info
To Logoff My Helpdesk
My Helpdesk Console
•Click, “click here to create a new account”
Work item request- Guest console
To create a custom URL
Pocket PC Navigation
Chapter 7:
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Common tasks
Admin
Admin report
Work items
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Add
Move
Copy
Delete
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To List Routing Rules
To Route Work Items to a Specific Worker or Queue
To Change the Process Order of Route rules
To Edit a Routing Rule
To Create a New Routing Rule
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To Delete a Routing Rule
Default Rules
field
operator
evaluation conditions
value
New rule screen
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Undo
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Web Admin for SMS
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Option 1: This database was last configured by Alert Manager
Option 2: This database was last configured by a previous version of Helpdesk
Option 3: This database is not a Helpdesk database
Option 4: Helpdesk will create this database
Option 5: This database is correctly configured
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Chapter 8: