HP Altris eXpress Helpdesk Solution 5.6 SP1 specification

Chapter 6: User Interface

Work Item Request - User

Work Item Request - User

The Work item request - User allows a user to access the Helpdesk system from the internet, meaning they do not use NT authentication at log on. Instead, users supply their e-mail address and an optional password. If the e-mail address is associated with a contact in the Helpdesk database and the password matches they are allowed to access the console. When a user adds a work item to the system, it is automatically routed to a queue where workers can retrieve the requests.

1Type your e-mail address in the E-mailbox.

2Type your password in the Password box.

3Click OK to logon to the User console.

4If your logon is not in the Helpdesk database, access will be denied. You can create a user account for this entry point console by doing the following:

•Type your e-mail address in the E-mailbox.

•Click, “click here to create a new account”.

•Type the required information in the form on the page.

•Click OK to save.

Work Item Request - Guest

The Work item request - Guest allows a user to access the Helpdesk system from the internet anonymously, meaning they do not use NT authentication at log on nor do you need to have an e- mail address. When a user adds a work item to the system, it is automatically routed to a queue where workers can retrieve the requests.

1Open Work item request- Guest console by entering either the complete URL http://<server name>/aexhd/guest/Default.aspx or by entering a shortcut (URL alias) if created. <OR>

2 Enter through the main entry point Altiris eXpress Helpdesk consoles -	http://<server
name>/aexhd/.

Altiris Helpdesk Solution User Guide

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Work Item Request User, Work Item Request Guest

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 Information Preface Altiris Helpdesk Solution User Guide Integrate with Microsoft SMS Introducing Helpdesk SolutionComplete, Integrated System Helpdesk Solution Satellite Architecture Scenario Features and Benefits FeaturesCustomize with Ease Benefits System Requirements ServerWorker Console End User 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 Install Helpdesk Solution Altiris eXpress .NET Configuration WizardTo Install a Satellite Helpdesk Satellite Helpdesk Configure Helpdesk Command Helpdesk Overview Architecture Helpdesk Solution Consoles Worker Consoles Workers and Worker Queues User ConsolesSee Also 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 Policies ConfigurationWeb Administration Console Interface Elements Console Security Reports Administrators Workers End Users Setting Permissions Console.configuration Entry Points Credential WorkerMode=workerwinUserguestuser SelfEnrollmentCmd= Licensing User Interface Logoff Altiris eXpress Helpdesk Consoles Server AccessClient Access Commands Default Page DescriptionHelpdesk Worker Console Work Items Common tasks Toolbar DescriptionAssets Recent Worker Report Item Count, Date and TimeBulletins 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 To View Contact Properties View Contact Properties New Work ItemMail Page Field Description Contact Page Field Description NT ID To Find a Contact Auto-Associating an Item’s Asset Using the ContactFind Contact New Work Item 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 Auto-Associating an Item’s Contact Using the Asset Select Asset New Work ItemTo Find an Asset To Select 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 List Query New QueryList Query Page Field Description To List Queries To Modify a Query Search Modify New Query SearchTo Create a New Query Query Data Types New Query Page Field DescriptionString Examples Datetime Examples Field 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 Home View Contacts Find 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 New Asset Find AssetsTo View Assets To Add a New Asset New Asset Page Field Description Recents To Use the 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 Edit My Info To Edit My Info To Logoff My Helpdesk Work Item Request NT UserLogoff Work Item Request User Work Item Request Guest To create a custom URL Create Custom URL to Access Helpdesk ConsolesWork Item History 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 List 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 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 List Sources SourcesView Source 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 List Workers WorkersNew Worker Edit Worker List Queue View Queue New Queue Edit Queue Reports Notification Policies Service Level Agreements Troubleshooting Log Files Index URL