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

Models: Altris eXpress Helpdesk Solution 5.6 SP1

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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 InformationPreface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture ScenarioFeatures and Benefits FeaturesCustomize with Ease BenefitsSystem Requirements ServerWorker Console End User ConsoleInstallation 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 HelpdeskConfigure Helpdesk Command Helpdesk Overview ArchitectureHelpdesk Solution Consoles Worker ConsolesWorkers and Worker Queues User ConsolesSee Also WorkersContacts Work Items AssetsIntegration with Microsoft Systems Management Server SMS Installation PrerequisitesHelpdesk Setup Console to start the Web Administration ConsoleAltiris eXpress.NET Configuration Wizard To configure the Helpdesk Configuration WizardEnter a domain\user and password Modifying Helpdesk Solution Installation Configuration Uninstalling Upgrading ReleasesConfigure Regional Option LocalizationEnd User Console Web Administration Console Interface Elements ConfigurationPolicies Console Security ReportsAdministrators WorkersEnd Users Setting Permissions Console.configuration Entry PointsCredential WorkerMode=workerwinUserguestuserSelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Commands Default Page DescriptionHelpdesk Worker Console Work ItemsCommon tasks Toolbar DescriptionAssets RecentBulletins Item Count, Date and TimeWorker Report New Work Item To Open a New Work ItemWork Item Page Description DescriptionAdd New Work Item View or Edit Work Items To View or Edit Work ItemsAdditional Work Item Information Attachments To Attach a File to a Work ItemLink Work Items Attach Page Field DescriptionLink Page Field Description To Link a Work ItemMail Messages To Send E-Mail MessagesMail Page Field Description View Contact Properties New Work ItemTo View Contact Properties Contact Page Field Description NT IDFind Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact Select Contact New Work Item To Select a ContactView Asset Properties New Work Item To View Asset PropertiesFind Asset New Work Item Asset Page Field DescriptionAuto-Associating an Item’s Contact Using the Asset Select Asset New Work ItemTo Find an Asset To Select an AssetFind 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 QueriesTo Create a New Query Modify New Query SearchTo Modify a Query Search Query Data Types New Query Page Field DescriptionString Examples Datetime ExamplesField 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 HomeView Contacts Find ContactsFind 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 AssetNew Asset Page Field Description Recents To Use the RecentsTo 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 InfoLogoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request User Work Item Request GuestWork Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL Support for Pocket PC PPC Pocket PC NavigationAdministration Administration Helpdesk Admin Console AdminAdmin Report Admin Report Page Field Description Run Admin ReportsCategories List Categories List Categories Page DescriptionEdit Categories Add New Category Modify Category Move Category Copy Category Delete Category Routing Rules List Routing RulesProcess Order of Routing Rules Edit Routing RuleNew Routing Rule To Create a New Routing RuleAltiris Helpdesk Solution User Guide 110 Delete Routing Rules To Delete a Routing RuleNotify 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 RuleDelete Notify Rules Mail Templates List TemplatesNew Template Default E-mail Templates Edit E-mail TemplatesMail Template Macros Simple MacrosComplex Macros Mail MacrosBulletins List BulletinsAdd New Bulletin Delete BulletinView Source SourcesList Sources New NS Source New SMS SourceEdit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Delete Work Items Simple TabDelete Work Item Simple Field Description Advanced Tab Delete Contacts Delete Work item Advanced Field DescriptionDelete Assets New Worker WorkersList Workers Edit Worker List Queue View QueueNew Queue Edit QueueReports Notification Policies Service Level Agreements Troubleshooting Log FilesIndex URL