Work Items, Assets | HP Altris eXpress Helpdesk Solution 5.6 SP1

Chapter 3: Helpdesk Overview

Work Items

Work Items

A work item defines a task to be performed. Work items are created by workers in the worker console, by users via the self-help console or by events passed from Notification Server to Helpdesk. Administrators can allow users to create work items themselves by providing an appropriate the URL and access to a user console.

A work item is assigned to either a worker or a queue. Work item routing rules are applied to determine which worker or queue will be assigned a given work item whenever a work item is created or modified. Workers can use the Retrieve command to retrieve work items with the earliest creation date from their assigned queue. Additionally, workers can find work items by generating

queries in the Work item queries page, and the Find work items page.

Note The Retrieve command retrieves work items based on settings selected in the workers preferences section in the Admin console.

A work item may be a current issue to be solved or a task planned to be done in the future. A planned work item is given a start date and a due date. The date and time information is used to determine Service Level Agreements, worker schedules, and the elapsed time to completion.

See Also

•“New Work Item” on page 50

Assets

Assets are real devices such as computers, printers, phones, or furniture that are identified as unique objects in the database. Assets can be associated with work items and contacts.

For example, if an end user reports a problem printing to a network printer, a worker has the option of associating that printer with the work item. Associating assets with work items is important when running reports detailing machine/object history. This allows administrators to run reports based on specific hardware devices and associated costs.

Asset information includes the following:

•Name

•Type

•Computer

•Printer

•Phone

•Modem

•Network Port

•Document

•Application

•Other

•External ID

•Location

•Manufacturer

•Model

•Serial #

•Asset Tag

•OS (Operating System)

•IP Address

•Organization

•Comment

•Asset is either active or not active

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Work Items, Assets

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 Information Preface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Scenario Helpdesk Solution Satellite Architecture Features Features and BenefitsCustomize with Ease Benefits Server System RequirementsWorker Console End User Console Installation 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 Helpdesk Configure Helpdesk Command Architecture Helpdesk Overview Worker Consoles Helpdesk Solution Consoles User Consoles Workers and Worker QueuesSee Also Workers Contacts Assets Work Items Integration with Microsoft Systems Management Server SMS Prerequisites Installation Console to start the Web Administration Console Helpdesk Setup To configure the Helpdesk Configuration Wizard Altiris eXpress.NET Configuration Wizard Enter a domain\user and password Modifying Helpdesk Solution Installation Configuration Upgrading Releases Uninstalling Localization Configure Regional Option End User Console Web Administration Console Interface Elements ConfigurationPolicies Reports Console Security Workers Administrators End Users Setting Permissions Entry Points Console.configuration WorkerMode=workerwinUserguestuser Credential SelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Default Page Description CommandsHelpdesk Worker Console Work Items Toolbar Description Common tasksAssets Recent Bulletins Item Count, Date and TimeWorker Report To Open a New Work Item New Work Item Description Work Item Page Description Add New Work Item To View or Edit Work Items View or Edit Work Items Additional Work Item Information To Attach a File to a Work Item Attachments Attach Page Field Description Link Work Items To Link a Work Item Link Page Field Description To Send E-Mail Messages Mail Messages Mail Page Field Description View Contact Properties New Work ItemTo View Contact Properties NT ID Contact Page Field Description Find Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact To Select a Contact Select Contact New Work Item To View Asset Properties View Asset Properties New Work Item Asset Page Field Description Find Asset New Work Item Select Asset New Work Item Auto-Associating an Item’s Contact Using the AssetTo 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 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 Queries To Create a New Query Modify New Query SearchTo Modify a Query Search New Query Page Field Description Query Data TypesString Examples Datetime Examples Field 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 Queries Last Query Results Contacts Contacts Home Retrieve Queued Item Find Contacts View Contacts Find 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 Asset New Asset Page Field Description To Use the Recents Recents To 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 Info Logoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request Guest Work Item Request User Work Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL Pocket PC Navigation Support for Pocket PC PPC Administration Administration Admin Helpdesk Admin Console Admin Report Run Admin Reports Admin Report Page Field Description List Categories Page Description Categories List Categories Edit Categories Add New Category Modify Category Move Category Copy Category Delete Category List Routing Rules Routing Rules Edit Routing Rule Process Order of Routing Rules To Create a New Routing Rule New Routing Rule Altiris Helpdesk Solution User Guide 110 To Delete a Routing Rule Delete Routing Rules Notify 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 Default Delete Notify Rules List Templates Mail Templates New Template Edit E-mail Templates Default E-mail Templates Simple Macros Mail Template Macros Mail Macros Complex Macros List Bulletins Bulletins Delete Bulletin Add New Bulletin View Source SourcesList Sources New SMS Source New NS Source Edit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Simple Tab Delete Work Items Delete Work Item Simple Field Description Advanced Tab Delete Work item Advanced Field Description Delete Contacts Delete Assets New Worker WorkersList Workers Edit Worker View Queue List Queue Edit Queue New Queue Reports Notification Policies Service Level Agreements Log Files Troubleshooting URL Index