Notify Rules | HP Altris eXpress Helpdesk Solution 5.6 SP1 specification

Chapter 7: Administration

Notify Rules

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 before e-mail is generated and sent, the format of the message that gets sent (see “E-mail Templates” on page 117), and who should receive the e-mail notification.

List Notify Rules

The Notify rules page lists all notification rules currently defined. Administrative users can Edit a notify rule, add a New notify rule, or Delete notify rules.

1Click Admin>Notify rules>List rules.

2Click Edit next to the specific Notify rule to view or edit rule.

Default Rules

The Helpdesk Solution provides a set of default notification rules, they are as follows:

Notify Rules Provided by Helpdesk Solution

Item	Description
Acknowledge contact	Sends a message to the current contact when a work item
	is first created.

Notify contact when	Sends a message to the current contact when the work
closed	item has been closed. This is appropriate for Helpdesk
	Solution guests. It thanks the recipient and describes the
	resolution.

VIP work item	Sends a message to the Supervisor when work item is
	initiated by a VIP contact (assumes that Supervisor virtual
	worker has a valid e-mail address)

Work item changed	Sends a message to the current assignee whenever a
	change occurs in the work item.

Work item reassigned	Sends a message to a worker when a work item has been
	reassigned.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual List Notify Rules, Default Rules

Contents

Helpdesk Solution 5.6 SP1 User Guide Altiris Helpdesk Solution User Guide Contents New Contact Delete Notify Rules 116 Document Conventions PrefaceWhat you see Support TrainingBefore Contacting Support Support Contact Information Preface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture Scenario Features and Benefits FeaturesCustomize with Ease Benefits System Requirements ServerWorker Console End User Console Installation Preview Installing and Setting Up eXpressSoftware Requirements Hardware Notification Server Computer RequirementsSoftware Install Prerequisite Software to Notification Server Installing and Setting Up eXpress Installing and Setting Up eXpress Install Notification Server Install Helpdesk Solution Altiris eXpress .NET Configuration WizardTo Install a Satellite Helpdesk Satellite Helpdesk Configure Helpdesk Command Helpdesk Overview Architecture Helpdesk Solution Consoles Worker Consoles Workers and Worker Queues User ConsolesSee Also Workers Contacts Work Items Assets Integration with Microsoft Systems Management Server SMS Installation Prerequisites Helpdesk Setup Console to start the Web Administration Console Altiris eXpress.NET Configuration Wizard To configure the Helpdesk Configuration Wizard Enter a domain\user and password Modifying Helpdesk Solution Installation Configuration Uninstalling Upgrading Releases Configure Regional Option Localization End User Console Web Administration Console Interface Elements ConfigurationPolicies Console Security Reports Administrators Workers End Users Setting Permissions Console.configuration Entry Points Credential WorkerMode=workerwinUserguestuser SelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Commands Default Page DescriptionHelpdesk Worker Console Work Items Common tasks Toolbar DescriptionAssets Recent Bulletins Item Count, Date and TimeWorker Report New Work Item To Open a New Work Item Work Item Page Description Description Add New Work Item View or Edit Work Items To View or Edit Work Items Additional Work Item Information Attachments To Attach a File to a Work Item Link Work Items Attach Page Field Description Link Page Field Description To Link a Work Item Mail Messages To Send E-Mail Messages Mail Page Field Description View Contact Properties New Work ItemTo View Contact Properties Contact Page Field Description NT ID Find Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact Select Contact New Work Item To Select a Contact View Asset Properties New Work Item To View Asset Properties Find Asset New Work Item Asset Page Field Description Auto-Associating an Item’s Contact Using the Asset Select Asset New Work ItemTo Find an Asset To Select an Asset Find Work Items Find Work Items Simple Tab Find Work Item Simple Field Description Find Work Items Advanced Tab Find Work Item Advanced Field Description Search in Comment or Title FieldFull-text Freetext and Contains Searches Manual Configuration Syntax Using QueriesWildcard Searches List Query New QueryList Query Page Field Description To List Queries To Create a New Query Modify New Query SearchTo Modify a Query Search Query Data Types New Query Page Field DescriptionString Examples Datetime Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or Query Parameter Replacement $currentworkerid$$promptnumberprompt$ $promptstringprompt$ $promptdatetimeprompt$ $promptdateprompt$ Delete Queries Are you sure you want to delete the following items? Last Query Results Retrieve Queued Item Contacts Contacts Home View Contacts Find Contacts Find Contacts Page Field Description New ContactTo Add a Contact New Contact Page Field Description View Assets Assets Assets HomeTo Use the Assets Home New Asset Find AssetsTo View Assets To Add a New Asset New Asset Page Field Description Recents To Use the Recents To Use My Helpdesk Console My Helpdesk ConsoleMy Helpdesk toolbar description Sort Work Item List My Helpdesk New Work ItemTo Add a New Work Item Edit My Info To Edit My Info Logoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request User Work Item Request Guest Work Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL Support for Pocket PC PPC Pocket PC Navigation Administration Administration Helpdesk Admin Console Admin Admin Report Admin Report Page Field Description Run Admin Reports Categories List Categories List Categories Page Description Edit Categories Add New Category Modify Category Move Category Copy Category Delete Category Routing Rules List Routing Rules Process Order of Routing Rules Edit Routing Rule New Routing Rule To Create a New Routing Rule Altiris Helpdesk Solution User Guide 110 Delete Routing Rules To Delete a Routing Rule Notify Rules Default RulesList Notify Rules New Notify Rule Altiris Helpdesk Solution User Guide 114 Select the check box for the rule to be Default Edit Notify Rule Delete Notify Rules Mail Templates List Templates New Template Default E-mail Templates Edit E-mail Templates Mail Template Macros Simple Macros Complex Macros Mail Macros Bulletins List Bulletins Add New Bulletin Delete Bulletin View Source SourcesList Sources New NS Source New SMS Source Edit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Delete Work Items Simple Tab Delete Work Item Simple Field Description Advanced Tab Delete Contacts Delete Work item Advanced Field Description Delete Assets New Worker WorkersList Workers Edit Worker List Queue View Queue New Queue Edit Queue Reports Notification Policies Service Level Agreements Troubleshooting Log Files Index URL