HP Altris eXpress Helpdesk Solution 5.6 SP1 Admin, Assets, Recent, Workers, Commands, Contacts, Work items, Common tasks, Admin report

- Lets you view or create e-mail templates. See “E-mail Templates” on

Notify rules

Chapter 7: Administration Helpdesk Admin Console

Helpdesk Admin Console

The Helpdesk Admin console page is similar to the Helpdesk Worker console yet it provides additional

functionality to perform administrative tasks. Access the Admin console through the Altiris eXpress Helpdesk consoles. For further details see “Altiris eXpress Helpdesk Consoles” on page 46

When Helpdesk Admin console is launched, the Work report default page just as it is with Helpdesk Worker console. The left-hand menu is divided into two sections, Commands and Common tasks. The menu options are as follows:

Commands

Admin

Admin report - Lets you modify worker properties. See “The Admin Report” on page 98. Categories - Lets you add or modify categories. See “Categories” on page 100.

- Lets you view, create, or delete notify rules. See “Notify Rules” on page 112.

Routing rules - Lets you view, create, or delete work item routing rules. See “Routing Rules” on page 107.

E-mail templates

page 117.

Bulletins - Lets you view, create, or delete bulletins. See “Bulletins” on page 122.

Sources - Displays a list of SMS and Notification Server sources. See “Sources” on page 124.

Configure helpdesk - Lets you configure the Helpdesk SQL database.on database. See “Configure Helpdesk” on page 128.

Work items

See “New Work Item” on page 50

Contacts

See “Contacts” on page 80

Assets

See “Assets” on page 84

Workers

See “Workers” on page 135

Recent

See “Recents” on page 87

Common tasks

New work items - See “New Work Item” on page 50

Work item queries - See “Using Queries” on page 70

Last query results - See “Last Query Results” on page 79

Retrieve queued item - See “Retrieve Queued Item” on page 80

Altiris Helpdesk Solution User Guide 97