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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual System Requirements, Server, Worker Console

Models: Altris eXpress Helpdesk Solution 5.6 SP1

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Chapter 1: Introducing Helpdesk Solution

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 and SP2 or later

•Hard drive formatted with NTFS file system

•Microsoft IIS 5.0 (IIS 5.0 requires webs to be hosted on NTFS)

•Microsoft SQL Server 2000 is recommended, SQL 7.0 (approved), MSDE is not recommended

•Microsoft Internet Explorer 6.0 or greater is recommended; all others browsers are supported

•Pentium III 933 MHz or higher

•512 MB RAM (1 GB is recommended)

Worker Console

•Microsoft Internet Explorer 6.0 or later, Netscape Navigator 3.0 or later, Opera 4.0 or later

End User Console

•Although Helpdesk Solution works from any web browser, it works best with Internet Explorer 6.0 (or later)

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual System Requirements, Server, Worker Console, End User Console

Contents

Helpdesk Solution 5.6 SP1 User Guide Altiris Helpdesk Solution User Guide Contents New Contact Delete Notify Rules 116 Preface Document ConventionsWhat you see Support TrainingBefore Contacting Support Support Contact InformationPreface Altiris Helpdesk Solution User Guide Introducing Helpdesk Solution Complete, Integrated SystemIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture ScenarioFeatures and Benefits FeaturesCustomize with Ease BenefitsSystem Requirements ServerWorker Console End User ConsoleInstalling and Setting Up eXpress Installation PreviewSoftware Requirements Notification Server Computer Requirements HardwareSoftware 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 Configuration Web Administration Console Interface ElementsPolicies Console Security ReportsAdministrators WorkersEnd Users Setting Permissions Console.configuration Entry PointsCredential WorkerMode=workerwinUserguestuserSelfEnrollmentCmd= Licensing User Interface Logoff Server Access Client AccessAltiris eXpress Helpdesk Consoles Commands Default Page DescriptionHelpdesk Worker Console Work ItemsCommon tasks Toolbar DescriptionAssets RecentItem Count, Date and Time BulletinsWorker 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 MessagesView Contact Properties New Work Item Mail Page Field DescriptionTo View Contact Properties Contact Page Field Description NT IDAuto-Associating an Item’s Asset Using the Contact Find Contact New Work ItemTo 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 Search in Comment or Title Field Find Work Item Advanced Field DescriptionFull-text Freetext and Contains Searches Using Queries Manual Configuration SyntaxWildcard Searches List Query New QueryList Query Page Field Description To List QueriesModify New Query Search To Create a New QueryTo 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 ContactsNew Contact Find Contacts Page Field DescriptionTo Add a Contact New Contact Page Field Description Assets Assets Home View AssetsTo Use the Assets Home New Asset Find AssetsTo View Assets To Add a New AssetNew Asset Page Field Description Recents To Use the RecentsMy Helpdesk Console To Use My Helpdesk ConsoleMy Helpdesk toolbar description My Helpdesk New Work Item Sort Work Item ListTo Add a New Work Item Edit My Info To Edit My InfoWork Item Request NT User LogoffTo Logoff My Helpdesk Work Item Request User Work Item Request GuestCreate Custom URL to Access Helpdesk Consoles Work Item HistoryTo 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 RuleDefault Rules Notify 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 BulletinSources View SourceList 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 Workers New WorkerList Workers Edit Worker List Queue View QueueNew Queue Edit QueueReports Notification Policies Service Level Agreements Troubleshooting Log FilesIndex URL