Chapter 6: User Interface

New Work Item

Add New Work Item

1Type a description for the new work item in the Title box. The title is a required field. All the other fields are optional, or have default values.

2Type additional Comments in the box.

3Select a Category from the drop-down list.

4Select the Priority status from the drop-down list.

5Select an Assigned worker or queue to assign the work item to from the drop-down list. The default option of --(unassigned)--will automatically assign the work item to the worker or queue according to the Routing Rules defined.

6Select the Status of the work item from the drop-down list.

7Select the Type of work item from the drop-down list.

8Type an External ID number in the box.

9Select either Scheduled or Not Scheduled from the drop-down list.

10Select a Start date for the work item, the default option is the current day. Click the box icon to the right of the date field to open the current calendar month and select the appropriate date. Click the box icon again to close the calender window.

11Select a Due date for the work item, the default option is the current day. Click the box to the right of the date field to open the current calendar month and select the appropriate date. Click the box again to close the calender window.

12Select any Notify rules check boxes that you want associated with this work item. Default rules will be pre-selected by the administrator. Additionally, the administrator can lock down notify rules to prevent workers from making any changes. These rules are evaluated and e-mail generated when the work item is saved.

13Click View contact properties to view and edit the contact information associated with the work item. For more information, see “View Contact Properties - New Work Item” on page 59.

14Click View asset properties to view and edit the asset information associated with the work item. For more information, see “View Asset Properties - New Work Item” on page 63.

15Click E-mailto send an e-mail notifications about the current work item to other workers, queues or select individuals. For more information, see “E-mail Messages” on page 58.

16Click Link to link the current work item to another work item. For more information, see “Link Work Items” on page 56.

17Click Attach to add additional file information to the work item. For more information, see “Attachments” on page 55.

18Click Select a contact to associate a contact with the current work item. For more information, see “Find Contact - New Work Item” on page 61.

19Click Select an asset to associate an asset with the current work item. For more information, see “Find Contact - New Work Item” on page 61.

20Click Save. The work item you created will display in the View work item page.

<OR>

21Click Save and start a new one. The work item is saved, and the New work item page is displayed for you to create a new work item.

Altiris Helpdesk Solution User Guide

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