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HP Altris eXpress Helpdesk Solution 5.6 SP1 Altiris eXpress Helpdesk Consoles, Server Access

Models: Altris eXpress Helpdesk Solution 5.6 SP1

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Chapter 6: User Interface

Altiris eXpress Helpdesk Consoles

Altiris eXpress Helpdesk Consoles

This section details the features and functionality of how to use Helpdesk consoles.

Server Access

1Click Start > Programs > Altiris > Altiris eXpress > Helpdesk Solution > Helpdesk Consoles.

2 Select on of the following options:

Client Access

Helpdesk workers access the Helpdesk console interface by typing the URL in the address box of the internet browser.

•Altiris eXpress Helpdesk consoles - http://<server name>/aexhd/

•Helpdesk Admin console - http://<server name>/aexhd/admin/Default.aspx

•Helpdesk Worker console - http://<server name>/aexhd/worker/Default.aspx

•My Helpdesk console - http://<server name>/winuser/Default.aspx

•Work item request - NT User - http://<server name>/winuser/NTUser.aspx

•Work item request - User - http://<server name>/winuser/Default.aspx

•Work item request - Guest - http://<server name>/aexhd/guest/Default.aspx

Replace server name of the URL with the server name provided by the System Administrator. Using Integrated Windows Authentication requires workers to be logged in to the client computer using their NT account.

Note You can simplify access to the worker consoles by creating a URL alias shortcut, To create a URL alias shortcut, see “Create Custom URL to Access Helpdesk Consoles” on page 93.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Altiris eXpress Helpdesk Consoles, Server Access, Client Access

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 Before Contacting Support SupportTraining Support Contact InformationPreface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture ScenarioCustomize with Ease Features and BenefitsFeatures BenefitsWorker Console System RequirementsServer End User ConsoleInstallation 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 To Install a Satellite Helpdesk Install Helpdesk SolutionAltiris eXpress .NET Configuration Wizard Satellite HelpdeskConfigure Helpdesk Command Helpdesk Overview ArchitectureHelpdesk Solution Consoles Worker ConsolesSee Also Workers and Worker QueuesUser Consoles WorkersContacts Work Items AssetsIntegration with Microsoft Systems Management Server SMS Installation PrerequisitesHelpdesk Setup Console to start the Web Administration ConsoleAltiris eXpress.NET Configuration Wizard To configure the Helpdesk Configuration WizardEnter a domain\user and password Modifying Helpdesk Solution Installation Configuration Uninstalling Upgrading ReleasesConfigure Regional Option LocalizationEnd User Console Web Administration Console Interface Elements ConfigurationPolicies Console Security ReportsAdministrators WorkersEnd Users Setting Permissions Console.configuration Entry PointsCredential WorkerMode=workerwinUserguestuserSelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Helpdesk Worker Console CommandsDefault Page Description Work ItemsAssets Common tasksToolbar Description RecentBulletins Item Count, Date and TimeWorker Report New Work Item To Open a New Work ItemWork Item Page Description DescriptionAdd New Work Item View or Edit Work Items To View or Edit Work ItemsAdditional Work Item Information Attachments To Attach a File to a Work ItemLink Work Items Attach Page Field DescriptionLink Page Field Description To Link a Work ItemMail Messages To Send E-Mail MessagesMail Page Field Description View Contact Properties New Work ItemTo View Contact Properties Contact Page Field Description NT IDFind Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact Select Contact New Work Item To Select a ContactView Asset Properties New Work Item To View Asset PropertiesFind Asset New Work Item Asset Page Field DescriptionTo Find an Asset Auto-Associating an Item’s Contact Using the AssetSelect Asset New Work Item To Select an AssetFind 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 Page Field Description List QueryNew Query To List QueriesTo Create a New Query Modify New Query SearchTo Modify a Query Search String Examples Query Data TypesNew Query Page Field Description Datetime ExamplesField Name Type Acceptable values Comments Be inactive virtual workgroups or $promptnumberprompt$ Query Parameter Replacement$currentworkerid$ $promptstringprompt$$promptdatetimeprompt$ $promptdateprompt$Delete Queries Are you sure you want to delete the following items?Last Query Results Retrieve Queued Item Contacts Contacts HomeView Contacts Find ContactsFind Contacts Page Field Description New ContactTo Add a Contact New Contact Page Field Description View Assets Assets Assets HomeTo Use the Assets Home To View Assets New AssetFind Assets To Add a New AssetNew Asset Page Field Description Recents To Use the RecentsTo 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 InfoLogoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request User Work Item Request GuestWork Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL Support for Pocket PC PPC Pocket PC NavigationAdministration Administration Helpdesk Admin Console AdminAdmin Report Admin Report Page Field Description Run Admin ReportsCategories List Categories List Categories Page DescriptionEdit Categories Add New Category Modify Category Move Category Copy Category Delete Category Routing Rules List Routing RulesProcess Order of Routing Rules Edit Routing RuleNew Routing Rule To Create a New Routing RuleAltiris Helpdesk Solution User Guide 110 Delete Routing Rules To Delete a Routing RuleNotify 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 RuleDelete Notify Rules Mail Templates List TemplatesNew Template Default E-mail Templates Edit E-mail TemplatesMail Template Macros Simple MacrosComplex Macros Mail MacrosBulletins List BulletinsAdd New Bulletin Delete BulletinView Source SourcesList Sources New NS Source New SMS SourceEdit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Delete Work Items Simple TabDelete Work Item Simple Field Description Advanced Tab Delete Contacts Delete Work item Advanced Field DescriptionDelete Assets New Worker WorkersList Workers Edit Worker List Queue View QueueNew Queue Edit QueueReports Notification Policies Service Level Agreements Troubleshooting Log FilesIndex URL