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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Installing and Setting Up eXpress

Models: Altris eXpress Helpdesk Solution 5.6 SP1

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Chapter 2:

Installing and Setting Up eXpress

The Installation and Setup topic list, includes the following:

•Step 1 - Notification Server Computer Requirements (page 14)

•Install Prerequisite Software to Notification Server (page 15)

•Install Notification Server (page 18)

•Step 2 – Install Helpdesk Solution (page 19)

•Satellite Helpdesk (page 19)

•Step 3 – The Altiris eXpress .NET Configuration Wizard (page 19)

•Step 4 – The Configure Helpdesk Command (page 20)

Installation Preview

The Helpdesk Solution setup process consists of the following tasks:

•Create a Helpdesk user on the Windows server running Notification Server

•Create Helpdesk user queues

•Configure Helpdesk

•Create Helpdesk accounts.

Using eXpress is easy. Most of the work required to set up and use this solution has already been taken care of through predefined collections, policies, and reports. The following list outlines the steps needed to get up and running.

•Altiris eXpress.NET Configuration Wizard.

•Configure the Helpdesk database

Software Requirements

The following must be installed before installing eXpress:

•Notification Server version 5.5 (or above)

For more information on installing Notification Server, see the Altiris eXpress Notification Server

User GuideAltiris eXpress Notification Server User Guide.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 Installing and Setting Up eXpress, Installation Preview, Software Requirements

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 Training SupportBefore Contacting Support Support Contact InformationPreface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Scenario Helpdesk Solution Satellite ArchitectureFeatures Features and BenefitsCustomize with Ease BenefitsServer System RequirementsWorker 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 Altiris eXpress .NET Configuration Wizard Install Helpdesk SolutionTo Install a Satellite Helpdesk Satellite HelpdeskConfigure Helpdesk Command Architecture Helpdesk OverviewWorker Consoles Helpdesk Solution ConsolesUser Consoles Workers and Worker QueuesSee Also WorkersContacts Assets Work ItemsIntegration with Microsoft Systems Management Server SMS Prerequisites InstallationConsole to start the Web Administration Console Helpdesk SetupTo configure the Helpdesk Configuration Wizard Altiris eXpress.NET Configuration WizardEnter a domain\user and password Modifying Helpdesk Solution Installation Configuration Upgrading Releases UninstallingLocalization Configure Regional OptionEnd User Console Web Administration Console Interface Elements ConfigurationPolicies Reports Console SecurityWorkers AdministratorsEnd Users Setting Permissions Entry Points Console.configurationWorkerMode=workerwinUserguestuser CredentialSelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Default Page Description CommandsHelpdesk Worker Console Work ItemsToolbar Description Common tasksAssets RecentBulletins Item Count, Date and TimeWorker Report To Open a New Work Item New Work ItemDescription Work Item Page DescriptionAdd New Work Item To View or Edit Work Items View or Edit Work ItemsAdditional Work Item Information To Attach a File to a Work Item AttachmentsAttach Page Field Description Link Work ItemsTo Link a Work Item Link Page Field DescriptionTo Send E-Mail Messages Mail MessagesMail Page Field Description View Contact Properties New Work ItemTo View Contact Properties NT ID Contact Page Field DescriptionFind Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact To Select a Contact Select Contact New Work ItemTo View Asset Properties View Asset Properties New Work ItemAsset Page Field Description Find Asset New Work ItemSelect Asset New Work Item Auto-Associating an Item’s Contact Using the AssetTo 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 New Query List QueryList Query Page Field Description To List QueriesTo Create a New Query Modify New Query SearchTo Modify a Query Search New Query Page Field Description Query Data TypesString Examples Datetime ExamplesField 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 QueriesLast Query Results Contacts Contacts Home Retrieve Queued ItemFind Contacts View ContactsFind Contacts Page Field Description New ContactTo Add a Contact New Contact Page Field Description View Assets Assets Assets HomeTo Use the Assets Home Find Assets New AssetTo View Assets To Add a New AssetNew Asset Page Field Description To Use the Recents 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 To Edit My Info Edit My InfoLogoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request Guest Work Item Request UserWork Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL Pocket PC Navigation Support for Pocket PC PPCAdministration Administration Admin Helpdesk Admin ConsoleAdmin Report Run Admin Reports Admin Report Page Field DescriptionList Categories Page Description Categories List CategoriesEdit Categories Add New Category Modify Category Move Category Copy Category Delete Category List Routing Rules Routing RulesEdit Routing Rule Process Order of Routing RulesTo Create a New Routing Rule New Routing RuleAltiris Helpdesk Solution User Guide 110 To Delete a Routing Rule Delete Routing RulesNotify Rules Default RulesList Notify Rules New Notify Rule Altiris Helpdesk Solution User Guide 114 Edit Notify Rule Select the check box for the rule to be DefaultDelete Notify Rules List Templates Mail TemplatesNew Template Edit E-mail Templates Default E-mail TemplatesSimple Macros Mail Template MacrosMail Macros Complex MacrosList Bulletins BulletinsDelete Bulletin Add New BulletinView Source SourcesList Sources New SMS Source New NS SourceEdit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Simple Tab Delete Work ItemsDelete Work Item Simple Field Description Advanced Tab Delete Work item Advanced Field Description Delete ContactsDelete Assets New Worker WorkersList Workers Edit Worker View Queue List QueueEdit Queue New QueueReports Notification Policies Service Level Agreements Log Files TroubleshootingURL Index