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HP Altris eXpress Helpdesk Solution 5.6 SP1 NS sources, Option 4: Helpdesk will create this database, Option 5: This database is correctly configured, Option 3: This database is not a Helpdesk database

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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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Contents

Page Page Page Page Page What you see Page Page 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 Page not recommended Page Page 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 Page Chapter 4: AeXNS_Helpdesk Alert Manager Console to start the Web Administration Console Altiris eXpress.NET Configuration Wizard To configure the Helpdesk Configuration Wizard Page Page Add/Remove Programs Windows Control Panel Configure Regional Option Page 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 Page 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 Page Chapter 6: Page 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 Page To Open a New Work Item Description Page To View or Edit Work Items See also To Attach a File to a Work Item Page To Link a Work Item To Send E-MailMessages To View Contact Properties Page 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 Page Page Page 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) Page $current_worker_id$ $prompt_number(“<prompt>”)$ $prompt_string(“<prompt>”)$ $prompt_lookup(“<prompt>”, “<lookup query name>”)$ $prompt_datetime(“<prompt>”)$ $prompt_date(“<prompt>”)$ Are you sure you want to delete the following items Page Page Page To Add a Contact Page To Use the Assets Home Page To View Assets To Add a New Asset Page 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: Page Common tasks Admin Admin report Work items Page Page Page Add Move Copy Delete Page Page Page Page Page Page 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 Page To Delete a Routing Rule Default Rules field operator evaluation conditions value New rule screen Page Undo Page Page Page Page Page Page Page Page Page Web Admin for SMS Page Page 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 Page Page Page Page Page Page Page Page Page Page Page Page Chapter 8: