Commands, Work Items | HP Altris eXpress Helpdesk Solution 5.6 SP1

Chapter 6: User Interface

Altiris eXpress Helpdesk Consoles

Helpdesk Worker Console

Default Page Description

The Helpdesk worker console displays the Work report as the default page. The left-hand menu page is divided into three sections, Commands, Common tasks and the Item and Count section. The first two sections consist of links in cells that display additional menus ("fly-out" menus) when the cursor hovers over them. Cells with a right-pointing arrow will open to display the additional commands. Clicking on the link instead of hovering will execute the first command in the fly-out.

Each menu link and its fly-out menus (if any) is described below:

Commands

Work Items

Worker report - Default page for the Helpdesk Worker console.

New work item - Lets workers create a new work item. See “New Work Item” on page 50.

Find work items - Lets workers find work items using simple or advanced searches. See “Find Work Items” on page 66.

Queries - Lets worker execute existing queries and create custom queries. See “Using Queries” on page 70.

Last query results - Displays the results of the last query executed. See “Last Query Results” on page 79

Retrieve queued item - Lets workers retrieve queued items. See “Retrieve Queued Item” on page 80

Contacts

Contacts home - Displays a list of contacts. See “Contacts Home” on page 80

Find contacts - Lets workers find contacts by entering a search criteria. See “Find Contacts” on page 81

New contact - Lets workers add a new contact record. See “New Contact” on page 82

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Helpdesk Worker Console, Commands, Default Page Description, Work Items

Contents

Helpdesk Solution 5.6 SP1 User Guide Altiris Helpdesk Solution User Guide Contents New Contact Delete Notify Rules 116 What you see PrefaceDocument Conventions Support Contact Information SupportTraining Before Contacting Support Preface Altiris Helpdesk Solution User Guide Integrate with Microsoft SMS Introducing Helpdesk SolutionComplete, Integrated System Scenario Helpdesk Solution Satellite Architecture Benefits Features and BenefitsFeatures Customize with Ease End User Console System RequirementsServer Worker Console Software Requirements Installing and Setting Up eXpressInstallation Preview Software Notification Server Computer RequirementsHardware Install Prerequisite Software to Notification Server Installing and Setting Up eXpress Installing and Setting Up eXpress Install Notification Server Satellite Helpdesk Install Helpdesk SolutionAltiris eXpress .NET Configuration Wizard To Install a Satellite Helpdesk Configure Helpdesk Command Architecture Helpdesk Overview Worker Consoles Helpdesk Solution Consoles Workers Workers and Worker QueuesUser Consoles See Also Contacts Assets Work Items Integration with Microsoft Systems Management Server SMS Prerequisites Installation Console to start the Web Administration Console Helpdesk Setup To configure the Helpdesk Configuration Wizard Altiris eXpress.NET Configuration Wizard Enter a domain\user and password Modifying Helpdesk Solution Installation Configuration Upgrading Releases Uninstalling Localization Configure Regional Option End User Console Policies ConfigurationWeb Administration Console Interface Elements Reports Console Security Workers Administrators End Users Setting Permissions Entry Points Console.configuration WorkerMode=workerwinUserguestuser Credential SelfEnrollmentCmd= Licensing User Interface Logoff Altiris eXpress Helpdesk Consoles Server AccessClient Access Work Items CommandsDefault Page Description Helpdesk Worker Console Recent Common tasksToolbar Description Assets Worker Report Item Count, Date and TimeBulletins To Open a New Work Item New Work Item Description Work Item Page Description Add New Work Item To View or Edit Work Items View or Edit Work Items Additional Work Item Information To Attach a File to a Work Item Attachments Attach Page Field Description Link Work Items To Link a Work Item Link Page Field Description To Send E-Mail Messages Mail Messages To View Contact Properties View Contact Properties New Work ItemMail Page Field Description NT ID Contact Page Field Description To Find a Contact Auto-Associating an Item’s Asset Using the ContactFind Contact New Work Item To Select a Contact Select Contact New Work Item To View Asset Properties View Asset Properties New Work Item Asset Page Field Description Find Asset New Work Item To Select an Asset Auto-Associating an Item’s Contact Using the AssetSelect Asset New Work Item To Find an Asset Find Work Items Find Work Items Simple Tab Find Work Item Simple Field Description Find Work Items Advanced Tab Full-text Freetext and Contains Searches Search in Comment or Title FieldFind Work Item Advanced Field Description Wildcard Searches Using QueriesManual Configuration Syntax To List Queries List QueryNew Query List Query Page Field Description To Modify a Query Search Modify New Query SearchTo Create a New Query Datetime Examples Query Data TypesNew Query Page Field Description String Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or $promptstringprompt$ Query Parameter Replacement$currentworkerid$ $promptnumberprompt$ $promptdateprompt$ $promptdatetimeprompt$ Are you sure you want to delete the following items? Delete Queries Last Query Results Contacts Contacts Home Retrieve Queued Item Find Contacts View Contacts To Add a Contact New ContactFind Contacts Page Field Description New Contact Page Field Description To Use the Assets Home Assets Assets HomeView Assets To Add a New Asset New AssetFind Assets To View Assets New Asset Page Field Description To Use the Recents Recents My Helpdesk toolbar description My Helpdesk ConsoleTo Use My Helpdesk Console To Add a New Work Item My Helpdesk New Work ItemSort Work Item List To Edit My Info Edit My Info To Logoff My Helpdesk Work Item Request NT UserLogoff Work Item Request Guest Work Item Request User To create a custom URL Create Custom URL to Access Helpdesk ConsolesWork Item History Pocket PC Navigation Support for Pocket PC PPC Administration Administration Admin Helpdesk Admin Console Admin Report Run Admin Reports Admin Report Page Field Description List Categories Page Description Categories List Categories Edit Categories Add New Category Modify Category Move Category Copy Category Delete Category List Routing Rules Routing Rules Edit Routing Rule Process Order of Routing Rules To Create a New Routing Rule New Routing Rule Altiris Helpdesk Solution User Guide 110 To Delete a Routing Rule Delete Routing Rules List Notify Rules Default RulesNotify Rules New Notify Rule Altiris Helpdesk Solution User Guide 114 Edit Notify Rule Select the check box for the rule to be Default Delete Notify Rules List Templates Mail Templates New Template Edit E-mail Templates Default E-mail Templates Simple Macros Mail Template Macros Mail Macros Complex Macros List Bulletins Bulletins Delete Bulletin Add New Bulletin List Sources SourcesView Source New SMS Source New NS Source Edit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Simple Tab Delete Work Items Delete Work Item Simple Field Description Advanced Tab Delete Work item Advanced Field Description Delete Contacts Delete Assets List Workers WorkersNew Worker Edit Worker View Queue List Queue Edit Queue New Queue Reports Notification Policies Service Level Agreements Log Files Troubleshooting URL Index