HP Altris eXpress Helpdesk Solution 5.6 SP1 2

Notice

Copyright © 2000-2003 Altiris Inc. All rights reserved.

Product Version: 5.6 SP1

Document Date: March 12, 2003

Bootworks U.S. Patent No. 5,764,593.

RapiDeploy U.S. Patent No. 6,144,992.

Due to the inherently complex nature of computer software, Altiris does not warrant that the Altiris software is error-free, will operate without interruption, is compatible with all equipment and software configurations, or will otherwise meet your needs.

The content of this documentation is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Altiris. Altiris Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this documentation. For the latest documentation, visit our Web site at www.altiris.com.

Altiris, the Altiris logo, BootWorks, Inventory Solution, LabExpert, PC Transplant, RapiDeploy, and RapidInstall are registered trademarks of Altiris, Inc. in the United States.

Carbon Copy is a registered trademark licensed to Altiris, Inc. in the United States and a trademark of Altiris, Inc. in other countries.

Altiris eXpress, Altiris Vision, Application Mgmt Solution, Application Metering Solution, Asset Control Solution, Asset Mgmt Suite, Client Mgmt Suite, Compliance Toolkit,

Conflict Analysis Solution, Contract Mgmt Solution, Deployment Server, Deployment Solution, Education Mgmt Suite, Helpdesk, Helpdesk Solution, HP Client Manager Software, Lab Mgmt Suite, Migration Toolkit, Mobile Client for SMS, My IT Forum, Notification Server, Problem Mgmt Suite, Server Mgmt Suite, Server Monitor Solution, Site Monitor Solution, SW Delivery Solution, TCO Mgmt Solution, Unix Client for SMS, Unix Inventory Solution, Unix SW Deliver Solution, Web Admin for SMS, Web Reports and other product names are trademarks of Altiris, Inc. in the United States and other countries.

Microsoft, Windows, and the Windows logo are trademarks, or registered trademarks of Microsoft Corporation in the United States and/or other countries.

HP is a registered trademark of the Hewlett-Packard Corporation.

Compaq is a registered trademark of the Hewlett-Packard Corporation.

All other brand names are trademarks or registered trademarks of their respective companies.

Altiris Helpdesk Solution User Guide

2

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: