Contents | HP Altris eXpress Helpdesk Solution 5.6 SP1 specs

Contents

Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chapter 1: Introducing Helpdesk Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Features and Benefits	11
System Requirements	12
Chapter 2: Installing and Setting Up eXpress	13
Step 1 - Notification Server Computer Requirements	14
Step 2 – Install Helpdesk Solution	19
Step 3 – The Altiris eXpress .NET Configuration Wizard	19
Step 4 – The Configure Helpdesk Command	20
Chapter 3: Helpdesk Overview	21
Architecture	21
Helpdesk Solution Consoles	22
Workers and Worker Queues	23
Contacts	24
Work Items	25
Assets	25
Integration with Microsoft Systems Management Server (SMS)	26
Chapter 4: Installation	27
Prerequisites	27
Helpdesk Setup	28
Localization	33
Chapter 5: Configuration	35
Web Administration Console Interface Elements	35
Console Security	36
Entry Points	40
Licensing	43
Chapter 6: User Interface	44
Altiris eXpress Helpdesk Consoles	46
Helpdesk Worker Console	47
New Work Item	50
Add New Work Item	52
Additional Work Item Information	54
Attachments	55

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Contents

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 Contact Information SupportTraining Before Contacting Support Preface Altiris Helpdesk Solution User Guide Introducing Helpdesk Solution Complete, Integrated SystemIntegrate with Microsoft SMS Scenario Helpdesk Solution Satellite Architecture Benefits Features and BenefitsFeatures Customize with Ease End User Console System RequirementsServer Worker 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 Satellite Helpdesk Install Helpdesk SolutionAltiris eXpress .NET Configuration Wizard To Install a Satellite Helpdesk Configure Helpdesk Command Architecture Helpdesk Overview Worker Consoles Helpdesk Solution Consoles Workers Workers and Worker QueuesUser Consoles See Also 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 Configuration Web Administration Console Interface ElementsPolicies Reports Console Security Workers Administrators End Users Setting Permissions Entry Points Console.configuration WorkerMode=workerwinUserguestuser Credential SelfEnrollmentCmd= Licensing User Interface Logoff Server Access Client AccessAltiris eXpress Helpdesk Consoles Work Items CommandsDefault Page Description Helpdesk Worker Console Recent Common tasksToolbar Description Assets Item Count, Date and Time BulletinsWorker 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 View Contact Properties New Work Item Mail Page Field DescriptionTo View Contact Properties NT ID Contact Page Field Description Auto-Associating an Item’s Asset Using the Contact Find Contact New Work ItemTo 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 To Select an Asset Auto-Associating an Item’s Contact Using the AssetSelect Asset New Work Item To Find 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 To List Queries List QueryNew Query List Query Page Field Description Modify New Query Search To Create a New QueryTo Modify a Query Search Datetime Examples Query Data TypesNew Query Page Field Description String Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or $promptstringprompt$ Query Parameter Replacement$currentworkerid$ $promptnumberprompt$ $promptdateprompt$ $promptdatetimeprompt$ 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 New Contact Find Contacts Page Field DescriptionTo Add a Contact New Contact Page Field Description Assets Assets Home View AssetsTo Use the Assets Home To Add a New Asset New AssetFind Assets To View Assets New Asset Page Field Description To Use the Recents 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 To Edit My Info Edit My Info Work Item Request NT User LogoffTo Logoff My Helpdesk Work Item Request Guest Work Item Request User Create Custom URL to Access Helpdesk Consoles Work Item HistoryTo 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 Default Rules Notify 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 Sources View SourceList 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 Workers New WorkerList Workers Edit Worker View Queue List Queue Edit Queue New Queue Reports Notification Policies Service Level Agreements Log Files Troubleshooting URL Index