HP Altris eXpress Helpdesk Solution 5.6 SP1 instruction

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

26

Image 26

HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Integration with Microsoft Systems Management Server SMS

Contents

Helpdesk Solution 5.6 SP1 User Guide Altiris Helpdesk Solution User Guide Contents New Contact Delete Notify Rules 116 What you see PrefaceDocument Conventions Before Contacting Support SupportTraining Support Contact Information Preface Altiris Helpdesk Solution User Guide Integrate with Microsoft SMS Introducing Helpdesk SolutionComplete, Integrated System Helpdesk Solution Satellite Architecture Scenario Customize with Ease Features and BenefitsFeatures Benefits Worker Console System RequirementsServer End User Console Software Requirements Installing and Setting Up eXpressInstallation Preview Software Notification Server Computer RequirementsHardware Install Prerequisite Software to Notification Server Installing and Setting Up eXpress Installing and Setting Up eXpress Install Notification Server To Install a Satellite Helpdesk Install Helpdesk SolutionAltiris eXpress .NET Configuration Wizard Satellite Helpdesk Configure Helpdesk Command Helpdesk Overview Architecture Helpdesk Solution Consoles Worker Consoles See Also Workers and Worker QueuesUser Consoles 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 Policies ConfigurationWeb Administration Console Interface Elements Console Security Reports Administrators Workers End Users Setting Permissions Console.configuration Entry Points Credential WorkerMode=workerwinUserguestuser SelfEnrollmentCmd= Licensing User Interface Logoff Altiris eXpress Helpdesk Consoles Server AccessClient Access Helpdesk Worker Console CommandsDefault Page Description Work Items Assets Common tasksToolbar Description Recent Worker Report Item Count, Date and TimeBulletins 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 To View Contact Properties View Contact Properties New Work ItemMail Page Field Description Contact Page Field Description NT ID To Find a Contact Auto-Associating an Item’s Asset Using the ContactFind Contact New Work Item 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 To Find an Asset Auto-Associating an Item’s Contact Using the AssetSelect Asset New Work Item To Select an Asset Find Work Items Find Work Items Simple Tab Find Work Item Simple Field Description Find Work Items Advanced Tab Full-text Freetext and Contains Searches Search in Comment or Title FieldFind Work Item Advanced Field Description Wildcard Searches Using QueriesManual Configuration Syntax List Query Page Field Description List QueryNew Query To List Queries To Modify a Query Search Modify New Query SearchTo Create a New Query String Examples Query Data TypesNew Query Page Field Description Datetime Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or $promptnumberprompt$ Query Parameter Replacement$currentworkerid$ $promptstringprompt$ $promptdatetimeprompt$ $promptdateprompt$ 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 To Add a Contact New ContactFind Contacts Page Field Description New Contact Page Field Description To Use the Assets Home Assets Assets HomeView Assets To View Assets New AssetFind Assets To Add a New Asset New Asset Page Field Description Recents To Use the Recents My Helpdesk toolbar description My Helpdesk ConsoleTo Use My Helpdesk Console To Add a New Work Item My Helpdesk New Work ItemSort Work Item List Edit My Info To Edit My Info To Logoff My Helpdesk Work Item Request NT UserLogoff Work Item Request User Work Item Request Guest To create a custom URL Create Custom URL to Access Helpdesk ConsolesWork Item History 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 List Notify Rules Default RulesNotify 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 List Sources SourcesView Source 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 List Workers WorkersNew Worker Edit Worker List Queue View Queue New Queue Edit Queue Reports Notification Policies Service Level Agreements Troubleshooting Log Files Index URL