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HP Altris eXpress Helpdesk Solution 5.6 SP1 Altiris eXpress.NET Configuration Wizard, To configure the Helpdesk Configuration Wizard

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Chapter 4: Installation

Helpdesk Setup

11To start the Setup Wizard, click Next.

12Read and agree to the license agreement and click Next.

13Select the destination directory and click Next.

14Click Finish. The Altiris eXpress.NET Configuration Wizard will launch, go to “Altiris

eXpress.NET Configuration Wizard ” on page 29.

Important You will not be able to run Helpdesk successfully until you run and complete this wizard.

Altiris eXpress.NET Configuration Wizard

Altiris eXpress.NET Configuration Wizard lets you configure Helpdesk to run under the identity of a user account set by an administrator. You must complete this wizard to finish the installation before launching any Helpdesk console.

IMPORTANT Altiris recommends you choose the same account you supplied when you installed Altiris Notification Server. That account should not be the account of a real user and it should be set so that the password never expires. See the Notification Server documentation for more details about configuring that account.

If Helpdesk Solution fails to run because the password has expired or changed, you will have to run the Altiris eXpress.NET Configuration Wizard again, to reset the account. You may have to manually restart IIS for the account changes to take effect.

The Helpdesk Solution account should belong to the local Administrators group and must be able to do the following:

•Access and launch DCOM objects

•Only read, write, and modify all tables in the Helpdesk Solution database on the SQL Server you select.

To configure the Helpdesk Configuration Wizard

1Click Start>Programs>Altiris>Altiris eXpress>Helpdesk Solution>Helpdesk ASP.NET Config.

2 Click Next.

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: