HP Altris eXpress Helpdesk Solution 5.6 SP1 26

Chapter 3: Helpdesk Overview

Integration with Microsoft Systems Management Server (SMS)

Integration with Microsoft Systems Management Server (SMS)

The integration with Microsoft SMS is bi-directional. Work items defined in Helpdesk Solution can be linked into the SMS database, based on assets that were previously imported from SMS into Helpdesk. This permits SMS administrators to view problems and plan work for those assets. In addition, SMS administrators can create collections that will not advertise a program to machines with open work items, if desired.

SMS resource information can be imported into Helpdesk Solution and associated with the work items in the Helpdesk Solution database. This permits historical reporting based on platform, domain and location as well as change management reporting for a machine over the life of the system.

See Also

•For more information about leveraging SMS functionality from a browser, see the Web Admin for SMS User Guide on the product CD or on our web site at http://www.altiris.com/support/ documentation.

•For more information about registering SMS as a source for importing data, see “View Source ” on page 124.

Altiris Helpdesk Solution User Guide

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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: