HP Altris eXpress Helpdesk Solution 5.6 SP1 guide

Chapter 7: Administration

Configure Helpdesk

Option 1: This database was last configured by Alert Manager.

•Press Update to update the database.

•Press Back to choose another database.

Option 2: This database was last configured by a previous version of Helpdesk.

•Press Update to update the database to the current version.

•Press Back to choose another database.

Option 3: This database is not a Helpdesk database.

•Press Update to update to add Helpdesk to this database.

•Press Back to choose another database.

Option 4: Helpdesk will create this database.

•Press Update to create this database.

•Press Back to choose another database.

Option 5: This database is correctly configured.

•Press Update to refresh the database.

•Press Back to choose another database.

•Press Continue to proceed with this database.

Note Pressing Update or Continue may display the following page.

The page looks and acts like the New NS source command except it offers fewer options. Pressing Update will create the NS source, Continue will not.

The page is only displayed when no NS sources exit in the chosen database. During the initial install, there is usually a source already registered and the Configure Notification Server source page will not be displayed.

10Click Continue, the Configure Helpdesk is complete and the Helpdesk application will restart. All workers connected to Helpdesk will lose their work if they are editing data at the time of the restart. If no errors occur the Admin worker will return to the Admin report page.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Option 1 This database was last configured by Alert Manager

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 Training SupportBefore Contacting Support Support Contact Information Preface Altiris Helpdesk Solution User Guide Introducing Helpdesk Solution Complete, Integrated SystemIntegrate with Microsoft SMS Scenario Helpdesk Solution Satellite Architecture Features Features and BenefitsCustomize with Ease Benefits Server System RequirementsWorker Console End User Console Installing 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 Altiris eXpress .NET Configuration Wizard Install Helpdesk SolutionTo Install a Satellite Helpdesk Satellite Helpdesk Configure Helpdesk Command Architecture Helpdesk Overview Worker Consoles Helpdesk Solution Consoles User Consoles Workers and Worker QueuesSee Also Workers Contacts Assets Work Items Integration with Microsoft Systems Management Server SMS Prerequisites Installation Console to start the Web Administration Console Helpdesk Setup To configure the Helpdesk Configuration Wizard Altiris eXpress.NET Configuration Wizard Enter a domain\user and password Modifying Helpdesk Solution Installation Configuration Upgrading Releases Uninstalling Localization Configure Regional Option End User Console Configuration Web Administration Console Interface ElementsPolicies Reports Console Security Workers Administrators End Users Setting Permissions Entry Points Console.configuration WorkerMode=workerwinUserguestuser Credential SelfEnrollmentCmd= Licensing User Interface Logoff Server Access Client AccessAltiris eXpress Helpdesk Consoles Default Page Description CommandsHelpdesk Worker Console Work Items Toolbar Description Common tasksAssets Recent Item Count, Date and Time BulletinsWorker Report To Open a New Work Item New Work Item Description Work Item Page Description Add New Work Item To View or Edit Work Items View or Edit Work Items Additional Work Item Information To Attach a File to a Work Item Attachments Attach Page Field Description Link Work Items To Link a Work Item Link Page Field Description To Send E-Mail Messages Mail Messages View Contact Properties New Work Item Mail Page Field DescriptionTo View Contact Properties NT ID Contact Page Field Description Auto-Associating an Item’s Asset Using the Contact Find Contact New Work ItemTo Find a Contact To Select a Contact Select Contact New Work Item To View Asset Properties View Asset Properties New Work Item Asset Page Field Description Find Asset New Work Item Select Asset New Work Item Auto-Associating an Item’s Contact Using the AssetTo 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 Search in Comment or Title Field Find Work Item Advanced Field DescriptionFull-text Freetext and Contains Searches Using Queries Manual Configuration SyntaxWildcard Searches New Query List QueryList Query Page Field Description To List Queries Modify New Query Search To Create a New QueryTo Modify a Query Search New Query Page Field Description Query Data TypesString Examples Datetime Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or $currentworkerid$ Query Parameter Replacement$promptnumberprompt$ $promptstringprompt$ $promptdateprompt$ $promptdatetimeprompt$ Are you sure you want to delete the following items? Delete Queries Last Query Results Contacts Contacts Home Retrieve Queued Item Find Contacts View Contacts New Contact Find Contacts Page Field DescriptionTo Add a Contact New Contact Page Field Description Assets Assets Home View AssetsTo Use the Assets Home Find Assets New AssetTo View Assets To Add a New Asset New Asset Page Field Description To Use the Recents Recents My Helpdesk Console To Use My Helpdesk ConsoleMy Helpdesk toolbar description My Helpdesk New Work Item Sort Work Item ListTo Add a New Work Item To Edit My Info Edit My Info Work Item Request NT User LogoffTo Logoff My Helpdesk Work Item Request Guest Work Item Request User Create Custom URL to Access Helpdesk Consoles Work Item HistoryTo create a custom URL Pocket PC Navigation Support for Pocket PC PPC Administration Administration Admin Helpdesk Admin Console Admin Report Run Admin Reports Admin Report Page Field Description List Categories Page Description Categories List Categories Edit Categories Add New Category Modify Category Move Category Copy Category Delete Category List Routing Rules Routing Rules Edit Routing Rule Process Order of Routing Rules To Create a New Routing Rule New Routing Rule Altiris Helpdesk Solution User Guide 110 To Delete a Routing Rule Delete Routing Rules Default Rules Notify RulesList Notify Rules New Notify Rule Altiris Helpdesk Solution User Guide 114 Edit Notify Rule Select the check box for the rule to be Default Delete Notify Rules List Templates Mail Templates New Template Edit E-mail Templates Default E-mail Templates Simple Macros Mail Template Macros Mail Macros Complex Macros List Bulletins Bulletins Delete Bulletin Add New Bulletin Sources View SourceList Sources New SMS Source New NS Source Edit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Simple Tab Delete Work Items Delete Work Item Simple Field Description Advanced Tab Delete Work item Advanced Field Description Delete Contacts Delete Assets Workers New WorkerList Workers Edit Worker View Queue List Queue Edit Queue New Queue Reports Notification Policies Service Level Agreements Log Files Troubleshooting URL Index