Server Access | HP Altris eXpress Helpdesk Solution 5.6 SP1 instruction

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 Information Preface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Helpdesk Solution Satellite Architecture Scenario Customize with Ease Features and BenefitsFeatures Benefits Worker Console System RequirementsServer 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 To Install a Satellite Helpdesk Install Helpdesk SolutionAltiris eXpress .NET Configuration Wizard Satellite Helpdesk Configure Helpdesk Command Helpdesk Overview Architecture Helpdesk Solution Consoles Worker Consoles See Also Workers and Worker QueuesUser Consoles 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 Helpdesk Worker Console CommandsDefault Page Description Work Items Assets Common tasksToolbar Description 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 To Find an Asset Auto-Associating an Item’s Contact Using the AssetSelect Asset New Work Item 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 Page Field Description List QueryNew Query To List Queries To Create a New Query Modify New Query SearchTo Modify a Query Search String Examples Query Data TypesNew Query Page Field Description Datetime Examples Field 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 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 To View Assets New AssetFind 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