HP Altris eXpress Helpdesk Solution 5.6 SP1 Planned Work, Cost Analysis, High Priority, List Work Items, Helpdesk Activity, Worker Performance, Notification Server, Service Level Agreement

Chapter 5: Configuration Console Security

Reports

Helpdesk Solution has many reports that let you analyze your help desk, including cost analysis, work item information, and worker performance. These reports are found in the Notification Server

Web Administration Console under the Solutions tab by selecting Helpdesk Solution > Reports. The

reports are organized into the following categories:

•Cost Analysis - Analyze costs of work items to evaluate expenses by location, organization, and operating system platform.

•Helpdesk Activity - Report help desk activity.

•High Priority - Report on high priority work items.

•List Work Items - List work items by end user, computer, or worker.

•Planned Work - Planned work reports help organize scheduling work items according to workers and computers. You can view work items planned and scheduled, over-due, by worker schedule, etc.

•Problem machines/platforms/users - Correlate Helpdesk work items with inventory.

•Service Level Agreement - Reports that help you meet the demands of your Service Level Agreement.

•Track changes, moves, adds - Reports to track changes to computers.

•Work item Activity Trend - Work item activity and trend analysis reports.

•Worker Performance - Worker activity reports.

Console Security

This section contains the following security topics:

•Administrators

•Workers

•End Users

•Setting Permissions

•Entry Points

Helpdesk Solution relies on the security features provided by IIS, NTFS and ASP.NET to control access to Helpdesk consoles and commands. A Helpdesk console is defined by a default.aspx file and a web.config file that resides in a directory in the AeXHD web. We call these directories entry points to distinguish them from other AeXHD web folders that contain static content, such as images or help files. While it is possible to define security settings on specific files, we recommend defining security settings on entry points. Multiple consoles can exist in the same entry point and will therefore share the same security settings.

The IIS security settings for an entry point can be changed by doing the following:

1Access Internet Services Manager.

2In the left pane, select server name>Default Web Site>AeXHD>.

3Right click on a folder name (for example: admin) and select Properties.

4Click the Directory Security tab, then click Edit for Anonymous access and authentication control.

Altiris Helpdesk Solution User Guide 36