New Queue, Edit Queue | HP Altris eXpress Helpdesk Solution 5.6 SP1

Chapter 7: Administration

List Queue

Edit Queue

1Click Workers > List queue.

2Click Edit next to the queue to edit.

3Edit the box form on the page.

4Click OK to save.

New Queue

1Click Workers > New queue.

2Type the information in the text boxes provided.

3Click OK to save.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual New Queue, Edit Queue

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