Manuals / Brands / Computer Equipment / Printer / HP / Computer Equipment / Printer

HP Altris eXpress Helpdesk Solution 5.6 SP1 Chapter 1:, Integrate with Microsoft SMS, A Complete, Integrated System

1 143

Download 143 pages, 2.14 Mb

Chapter 1:

Introducing Helpdesk Solution

Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management system to automate the process of assigning, reporting, and resolving IT system management issues. Helpdesk Solution reduces system downtime across the organization, reduces incoming help calls and problem response time, and notifies administration personnel through desktop consoles or handheld devices. Incident tracking, reporting and integration make Helpdesk Solution a flexible tool to meet the ever-expanding, ever-changing demands placed on your IT department.

Helpdesk Solution is an easy-to-use, web-based solution designed to improve efficiency and reduce costs for your IT organization by reacting quickly to critical problems, allowing you to

•Manage assets and inventories, migrate computers, and deploy software

•Respond appropriately to service-level agreements (SLAs)

•Generate web-based reports to identify worker performance, schedules, histories, TCO and other business-critical information

•Access e-mail alerts or help desk issues remotely from desktops or handhelds

•Maximize worker efficiency by scheduling work items, allowing end-users to create their own work items, and linking similar or duplicate help desk issues.

In many cases, Helpdesk Solution eliminates the need to deploy IT personnel to each desktop, saving support costs and speeding problem resolution. And Helpdesk Solution allows you to easily design and install a system specific to your needs.

A Complete, Integrated System

Helpdesk Solution integrates natively with Microsoft SMS and other Altiris products using Notification Policies that link reports, the Helpdesk Console, and Alert Manager.

Integrate with Microsoft SMS

Helpdesk Solution integrates natively with Microsoft Systems Management Server (SMS). When combined with Altiris Web Admin for SMS, workers can access and extend native SMS features, using features to gather and report the inventory of hardware and software resources, install software packages, remotely control all types of computers, and integrate additional tools and Altiris eXpress Solutions.

Altiris Helpdesk Solution User Guide

9

Contents

Page Page Page Page Page What you see Page Page Chapter 1: Helpdesk Solution - Satellite Architecture Scenario Customize with Ease Features Benefits Server Worker Console End User Console Chapter 2: Hardware Processor RAM File System Disk space Page not recommended Page Page To Install a Satellite Helpdesk Configure Helpdesk Command Chapter 3: The following consoles are used in Helpdesk Solution Administrator Console Worker Consoles User Consoles See Also Worker Queues Level Level 2 Desktop Human Resources Asset Management Deployment-SW Delivery Supervisor workers preferences Page Chapter 4: AeXNS_Helpdesk Alert Manager Console to start the Web Administration Console Altiris eXpress.NET Configuration Wizard To configure the Helpdesk Configuration Wizard Page Page Add/Remove Programs Windows Control Panel Configure Regional Option Page Chapter 5: Notification Server Web Administration Console Cost Analysis Helpdesk Activity High Priority Anonymous access Basic authentication Integrated Windows Authentication Worker console My Helpdesk NT User User console Anonymous Guest console Page web.config default.aspx <helpdesk.net <console.configuration <credential workerMode=”worker”|”winUser”|”guest”|”user” •“worker” •“winUser” •“guest” save user Admin and Worker consoles User\web.config Page Chapter 6: Page Server Access Client Access •Altiris eXpress Helpdesk consoles - http://<server name>/aexhd Helpdesk Admin console Helpdesk Worker console Default Page Description Item and Count Work Items Recent Notification Server Web Reports Page To Open a New Work Item Description Page To View or Edit Work Items See also To Attach a File to a Work Item Page To Link a Work Item To Send E-MailMessages To View Contact Properties Page phone number Auto-Associatingan Item’s Asset Using the Contact To Find a Contact To Select a Contact To View Asset Properties location Auto-Associatingan Item’s Contact Using the Asset To Find an Asset To Select an Asset Page Page Page Full-text(FREETEXT and CONTAINS) Searches Manual Configuration Syntax Wildcard Searches To List Queries To Create a New Query To Modify a Query Search String Examples Datetime Examples Uint Examples Field Name Acceptable values (and comments) Page $current_worker_id$ $prompt_number(“<prompt>”)$ $prompt_string(“<prompt>”)$ $prompt_lookup(“<prompt>”, “<lookup query name>”)$ $prompt_datetime(“<prompt>”)$ $prompt_date(“<prompt>”)$ Are you sure you want to delete the following items Page Page Page To Add a Contact Page To Use the Assets Home Page To View Assets To Add a New Asset Page To Use the Recents Page To Use My Helpdesk Console My Helpdesk toolbar description To Add a New Work Item To Edit My Info To Logoff My Helpdesk My Helpdesk Console •Click, “click here to create a new account” Work item request- Guest console To create a custom URL Pocket PC Navigation Chapter 7: Page Common tasks Admin Admin report Work items Page Page Page Add Move Copy Delete Page Page Page Page Page Page To List Routing Rules To Route Work Items to a Specific Worker or Queue To Change the Process Order of Route rules To Edit a Routing Rule To Create a New Routing Rule Page To Delete a Routing Rule Default Rules field operator evaluation conditions value New rule screen Page Undo Page Page Page Page Page Page Page Page Page Web Admin for SMS Page Page Option 1: This database was last configured by Alert Manager Option 2: This database was last configured by a previous version of Helpdesk Option 3: This database is not a Helpdesk database Option 4: Helpdesk will create this database Option 5: This database is correctly configured Page Page Page Page Page Page Page Page Page Page Page Page Chapter 8: