Contacts | HP Altris eXpress Helpdesk Solution 5.6 SP1 guide

Chapter 3: Helpdesk Overview

Contacts

•Human Resources Workers in the Human Resources queue are assigned work items generated for the Human Resources department.

•Asset Management Workers in the Asset Management queue are assigned work items generated for the Asset Management department.

•Deployment-SW Delivery Workers in the Deployment-SW Delivery queue are responsible for tasks associated with the initial deployment of software packages and subsequent updates.

•Supervisor Used for managers, supervisors, or administrators.

Contacts

Contacts are users who request help, or managers acting as the contact point for another user for the associated problem or request. Each user should be defined in the database as a contact. Workers are also contacts and their information is stored in the database as well. Contacts are associated with work items.

Contact information includes the following:

•Name

•NT ID (if applicable)

•E-mail

•Pager email

•Phone

•Cell phone

•Pager

•Location

•Organization

•Password

•Employee ID

•Comments

•Status

•VIP (Very Important Person)

•Title

•Department

•Company

Helpdesk Solution can also associate with end user information as defined in Notification Server. Existing Notification Server data can be automatically imported into the Helpdesk Solution. Contact data can be entered manually by the Helpdesk workers when a new work item is created.

Additionally, contact data from other data sources can be imported into Helpdesk Solution using the SQL Import/Export Manager.

See Also

•“Contacts” on page 80

Note Contact data imported from Notification Server, but modified in Helpdesk is not overridden on subsequent imports. For complete data integrity, contact data should be modified in Notification Server via regular updates, then imported from Helpdesk on a scheduled basis.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Contacts

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 Support TrainingBefore Contacting Support Support Contact Information Preface Altiris Helpdesk Solution User Guide Introducing Helpdesk Solution Complete, Integrated SystemIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture Scenario Features and Benefits FeaturesCustomize with Ease Benefits System Requirements ServerWorker Console 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 Install Helpdesk Solution Altiris eXpress .NET Configuration WizardTo Install a Satellite Helpdesk Satellite Helpdesk Configure Helpdesk Command Helpdesk Overview Architecture Helpdesk Solution Consoles Worker Consoles Workers and Worker Queues User ConsolesSee Also 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 Commands Default Page DescriptionHelpdesk Worker Console Work Items Common tasks Toolbar DescriptionAssets 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 Auto-Associating an Item’s Contact Using the Asset Select Asset New Work ItemTo Find an Asset 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 New QueryList Query Page Field Description To List Queries Modify New Query Search To Create a New QueryTo Modify a Query Search Query Data Types New Query Page Field DescriptionString Examples Datetime Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or Query Parameter Replacement $currentworkerid$$promptnumberprompt$ $promptstringprompt$ $promptdatetimeprompt$ $promptdateprompt$ 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 New Asset Find AssetsTo View 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