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HP Altris eXpress Helpdesk Solution 5.6 SP1 Add/Remove Programs, Windows Control Panel

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Chapter 4: Installation

Helpdesk Setup

Upgrading Releases

Upgrading released version of Helpdesk Solution can be done by doing an upgrade check in the Solution Center. This will install over the top of the existing software. Downloading the latest AeXHD.exe and running it manually will upgrade Helpdesk Solution also. If you use "Add/Remove Programs" to remove the previous version of Helpdesk, any customization to the web site you made may be lost and have to reconstituted.

Upgrading an interim development database is not supported, and requires the creation of a new database. An interim development database is defined as any database created by a non-released version of Helpdesk Solution.

Interim builds during beta testing should be removed using the “Add/Remove Programs” in the operating system. Subsequent builds can then be installed once the previous build has been removed.

Anytime Notification Server is being updated to a newer version along with Helpdesk Solution, Notification Server should be upgraded before upgrading Helpdesk Solution.

IMPORTANT Beta releases are always required to be installed on test servers and kept separate from released production installations of Helpdesk Solution.

Uninstalling

You can use Add/Remove Programs in the Windows Control Panel to uninstall the Altiris eXpress Helpdesk Solution.

We recommend stopping and restarting IIS before you uninstall Helpdesk Solution. This will provide a cleaner uninstall.

Note Restarting IIS will cause current users to lose their work.

If you added files to the Helpdesk Solution custom directories, they will not be deleted by Uninstall, but any files installed by the Setup program that you modified will be deleted.

Uninstall does not delete or modify data or tables in SQL Server databases, nor does it delete all Helpdesk Solution registry settings. If you reinstall, you will be presented with the previously configured SQL Server and database, and the Helpdesk license data is not removed from Notification Server.

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: