Chapter 3:

Helpdesk Overview

The Helpdesk Overview topic list, includes the following:

•Architecture (page 21)

•Helpdesk Solution Consoles (page 22)

•Workers and Worker Queues (page 23)

•Contacts (page 24)

•Work Items (page 25)

•Assets (page 25)

•Integration with Microsoft Systems Management Server (SMS) (page 26)

Architecture

Notification Server

Notification Server runs based on policies set by an administrator. These policies activate components of Notification Server that are used to process and store inventory data, host web pages, forward data to SMS, and many other tasks. This simplifies the administration of systems management in your distributed network environment.

Notification Server runs on Windows 2000/Advanced Server SP2 and uses SQL 2000 (recommended) or SQL 7.0 SP1 (approved) database to store the information.

Notification Server provides security for console views and functions as well as reports.

For more information about Notification Server see the Altiris eXpress Notification Server User Guide on the product CD or on our web site at http://www.altiris.com/support/documentation.

Consoles

Helpdesk Solution provides a web-based console for basic and advanced IT Management. Each console is accessed through a unique URL, and has its own security properties.

Web Reports and Notification Policies

Helpdesk Solution provides numerous reports, such as: work items, worker activity, schedules, Service Level Agreements (SLAs), and cost analysis to name a few.

Helpdesk Solution also provides Notification Policies and Notify Rules to select personnel when defined conditions occur, such as: new work items received, high priority items not closed within a select time frame and more. These Notification Policies automate the monitoring of work item activity.

Additional Information

•“Helpdesk Solution Consoles” on page 22

•“Reports” on page 139

•“Notification Policies” on page 140

Altiris Helpdesk Solution User Guide

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