New Contact | HP Altris eXpress Helpdesk Solution 5.6 SP1 guide

Contents
Link Work Items	. 56
E-mail Messages	. 58
View Contact Properties - New Work Item	. 59
Find Contact - New Work Item	. 61
Select Contact - New Work Item	. 62
View Asset Properties - New Work Item	. 63
Find Asset - New Work Item	. 64
Select Asset - New Work Item	. 65
Find Work Items	. 66
Search in Comment or Title Field	. 69
Using Queries	. 70
List Query	. 71
New Query	. 71
Modify New Query Search	. 72
Query Data Types	. 73
Query Parameter Replacement	. 76
Delete Queries	. 78
Last Query Results	. 79
Retrieve Queued Item	. 80
Contacts	. 80
New Contact	. 82
Assets	. 84
New Asset	. 85
Recents	. 87
My Helpdesk Console	. 88
Work Item Request - NT User	. 91
Work Item Request - User	. 92
Work Item Request - Guest	. 92
Create Custom URL to Access Helpdesk Consoles	. 93
Support for Pocket PC (PPC)	. 94
Chapter 7: Administration	. 95
Helpdesk Admin Console	. 97
The Admin Report	. 98
Categories	100
Edit Categories	101
Add New Category	102
Modify Category	103
Move Category	104
Copy Category	105
Delete Category	106
Routing Rules	107
List Routing Rules	107
Process Order of Routing Rules	108
Edit Routing Rule	108
New Routing Rule	109
Delete Routing Rules	111
Notify Rules	112
New Notify Rule	113
Edit Notify Rule	115

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual New Contact

Contents

Helpdesk Solution 5.6 SP1 User Guide Altiris Helpdesk Solution User Guide Contents New Contact Delete Notify Rules 116 Document Conventions PrefaceWhat you see Support TrainingBefore Contacting Support Support Contact Information Preface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture Scenario Features and Benefits FeaturesCustomize with Ease Benefits System Requirements ServerWorker Console End User Console Installation Preview Installing and Setting Up eXpressSoftware Requirements Hardware Notification Server Computer RequirementsSoftware Install Prerequisite Software to Notification Server Installing and Setting Up eXpress Installing and Setting Up eXpress Install Notification Server Install Helpdesk Solution Altiris eXpress .NET Configuration WizardTo Install a Satellite Helpdesk Satellite Helpdesk Configure Helpdesk Command Helpdesk Overview Architecture Helpdesk Solution Consoles Worker Consoles Workers and Worker Queues User ConsolesSee Also 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 Web Administration Console Interface Elements ConfigurationPolicies Console Security Reports Administrators Workers End Users Setting Permissions Console.configuration Entry Points Credential WorkerMode=workerwinUserguestuser SelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Commands Default Page DescriptionHelpdesk Worker Console Work Items Common tasks Toolbar DescriptionAssets Recent Bulletins Item Count, Date and TimeWorker Report 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 Mail Page Field Description View Contact Properties New Work ItemTo View Contact Properties Contact Page Field Description NT ID Find Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact 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 Auto-Associating an Item’s Contact Using the Asset Select Asset New Work ItemTo Find an Asset To Select an Asset Find Work Items Find Work Items Simple Tab Find Work Item Simple Field Description Find Work Items Advanced Tab Find Work Item Advanced Field Description Search in Comment or Title FieldFull-text Freetext and Contains Searches Manual Configuration Syntax Using QueriesWildcard Searches List Query New QueryList Query Page Field Description To List Queries To Create a New Query Modify New Query SearchTo Modify a Query Search Query Data Types New Query Page Field DescriptionString Examples Datetime Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or Query Parameter Replacement $currentworkerid$$promptnumberprompt$ $promptstringprompt$ $promptdatetimeprompt$ $promptdateprompt$ 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 Find Contacts Page Field Description New ContactTo Add a Contact New Contact Page Field Description View Assets Assets Assets HomeTo Use the Assets Home New Asset Find AssetsTo View Assets To Add a New Asset New Asset Page Field Description Recents To Use the Recents To Use My Helpdesk Console My Helpdesk ConsoleMy Helpdesk toolbar description Sort Work Item List My Helpdesk New Work ItemTo Add a New Work Item Edit My Info To Edit My Info Logoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request User Work Item Request Guest Work Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL 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 Notify Rules Default RulesList Notify 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 View Source SourcesList Sources 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 New Worker WorkersList Workers Edit Worker List Queue View Queue New Queue Edit Queue Reports Notification Policies Service Level Agreements Troubleshooting Log Files Index URL