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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Retrieve Queued Item, Contacts Contacts Home

Models: Altris eXpress Helpdesk Solution 5.6 SP1

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Chapter 6: User Interface

Contacts

Retrieve Queued Item

The Retrieve function allows workers to retrieve the next available work item in a specified queue. Workers retrieve from their assigned queue or are prompted to select a queue as shown below. Work items in the queue display by order of their create date and time, displaying oldest to most recent. Administrators determine which queue a worker can retrieve from through the Helpdesk Admin console. For more details see “List Workers” on page 135.

1Click Work items>Retrieve queued item listed below Commands <OR>

2Click Retrieve queued item listed below Common Tasks.

3Click View next to the queue item name to display the next available work item.

Contacts

Contacts Home

The Contacts home page displays a list of the contact records last accessed by the worker. Workers

can also link to the Find contacts, New contacts and

1Click Contacts > Contacts home.

2Select one of the following options:

•Find one or more contacts

•Create a contact

•Delete contacts

Note A list of most Recent contacts will display on the Contacts home page.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Retrieve Queued Item, Contacts Contacts Home

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 TrainingBefore Contacting Support Support Contact InformationPreface Altiris Helpdesk Solution User Guide Integrate with Microsoft SMS Introducing Helpdesk SolutionComplete, Integrated System Helpdesk Solution Satellite Architecture ScenarioFeatures and Benefits FeaturesCustomize with Ease BenefitsSystem Requirements ServerWorker Console End User ConsoleSoftware 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 Install Helpdesk Solution Altiris eXpress .NET Configuration WizardTo Install a Satellite Helpdesk Satellite HelpdeskConfigure Helpdesk Command Helpdesk Overview ArchitectureHelpdesk Solution Consoles Worker ConsolesWorkers and Worker Queues User ConsolesSee Also 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 Policies ConfigurationWeb Administration Console Interface Elements Console Security ReportsAdministrators WorkersEnd Users Setting Permissions Console.configuration Entry PointsCredential WorkerMode=workerwinUserguestuserSelfEnrollmentCmd= Licensing User Interface Logoff Altiris eXpress Helpdesk Consoles Server AccessClient Access Commands Default Page DescriptionHelpdesk Worker Console Work ItemsCommon tasks Toolbar DescriptionAssets RecentWorker Report Item Count, Date and TimeBulletins 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 MessagesTo View Contact Properties View Contact Properties New Work ItemMail Page Field Description Contact Page Field Description NT IDTo Find a Contact Auto-Associating an Item’s Asset Using the ContactFind Contact New Work Item 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 DescriptionAuto-Associating an Item’s Contact Using the Asset Select Asset New Work ItemTo Find an Asset To Select an AssetFind 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 List Query New QueryList Query Page Field Description To List QueriesTo Modify a Query Search Modify New Query SearchTo Create a New Query Query Data Types New Query Page Field DescriptionString Examples Datetime ExamplesField 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 HomeView Contacts Find ContactsTo Add a Contact New ContactFind Contacts Page Field Description New Contact Page Field Description To Use the Assets Home Assets Assets HomeView Assets New Asset Find AssetsTo View Assets To Add a New AssetNew Asset Page Field Description Recents To Use the RecentsMy Helpdesk toolbar description My Helpdesk ConsoleTo Use My Helpdesk Console To Add a New Work Item My Helpdesk New Work ItemSort Work Item List Edit My Info To Edit My InfoTo Logoff My Helpdesk Work Item Request NT UserLogoff Work Item Request User Work Item Request GuestTo create a custom URL Create Custom URL to Access Helpdesk ConsolesWork Item History 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 RuleList Notify Rules Default RulesNotify 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 BulletinList Sources SourcesView Source 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 List Workers WorkersNew Worker Edit Worker List Queue View QueueNew Queue Edit QueueReports Notification Policies Service Level Agreements Troubleshooting Log FilesIndex URL