Admin | HP Altris eXpress Helpdesk Solution 5.6 SP1 specification

- 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

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HP Altris eXpress Helpdesk Solution 5.6 SP1 manual Helpdesk Admin Console

Contents

Helpdesk Solution 5.6 SP1 User Guide Altiris Helpdesk Solution User Guide Contents New Contact Delete Notify Rules 116 Document Conventions PrefaceWhat you see Training SupportBefore Contacting Support Support Contact Information Preface Altiris Helpdesk Solution User Guide Complete, Integrated System Introducing Helpdesk SolutionIntegrate with Microsoft SMS Scenario Helpdesk Solution Satellite Architecture Features Features and BenefitsCustomize with Ease Benefits Server System RequirementsWorker Console End User Console Installation Preview Installing and Setting Up eXpressSoftware Requirements Hardware Notification Server Computer RequirementsSoftware Install Prerequisite Software to Notification Server Installing and Setting Up eXpress Installing and Setting Up eXpress Install Notification Server Altiris eXpress .NET Configuration Wizard Install Helpdesk SolutionTo Install a Satellite Helpdesk Satellite Helpdesk Configure Helpdesk Command Architecture Helpdesk Overview Worker Consoles Helpdesk Solution Consoles User Consoles Workers and Worker QueuesSee Also Workers Contacts Assets Work Items Integration with Microsoft Systems Management Server SMS Prerequisites Installation Console to start the Web Administration Console Helpdesk Setup To configure the Helpdesk Configuration Wizard Altiris eXpress.NET Configuration Wizard Enter a domain\user and password Modifying Helpdesk Solution Installation Configuration Upgrading Releases Uninstalling Localization Configure Regional Option End User Console Web Administration Console Interface Elements ConfigurationPolicies Reports Console Security Workers Administrators End Users Setting Permissions Entry Points Console.configuration WorkerMode=workerwinUserguestuser Credential SelfEnrollmentCmd= Licensing User Interface Logoff Client Access Server AccessAltiris eXpress Helpdesk Consoles Default Page Description CommandsHelpdesk Worker Console Work Items Toolbar Description Common tasksAssets Recent Bulletins Item Count, Date and TimeWorker Report To Open a New Work Item New Work Item Description Work Item Page Description Add New Work Item To View or Edit Work Items View or Edit Work Items Additional Work Item Information To Attach a File to a Work Item Attachments Attach Page Field Description Link Work Items To Link a Work Item Link Page Field Description To Send E-Mail Messages Mail Messages Mail Page Field Description View Contact Properties New Work ItemTo View Contact Properties NT ID Contact Page Field Description Find Contact New Work Item Auto-Associating an Item’s Asset Using the ContactTo Find a Contact To Select a Contact Select Contact New Work Item To View Asset Properties View Asset Properties New Work Item Asset Page Field Description Find Asset New Work Item Select Asset New Work Item Auto-Associating an Item’s Contact Using the AssetTo 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 Find Work Item Advanced Field Description Search in Comment or Title FieldFull-text Freetext and Contains Searches Manual Configuration Syntax Using QueriesWildcard Searches New Query List QueryList Query Page Field Description To List Queries To Create a New Query Modify New Query SearchTo Modify a Query Search New Query Page Field Description Query Data TypesString Examples Datetime Examples Field Name Type Acceptable values Comments Be inactive virtual workgroups or $currentworkerid$ Query Parameter Replacement$promptnumberprompt$ $promptstringprompt$ $promptdateprompt$ $promptdatetimeprompt$ Are you sure you want to delete the following items? Delete Queries Last Query Results Contacts Contacts Home Retrieve Queued Item Find Contacts View Contacts Find Contacts Page Field Description New ContactTo Add a Contact New Contact Page Field Description View Assets Assets Assets HomeTo Use the Assets Home Find Assets New AssetTo View Assets To Add a New Asset New Asset Page Field Description To Use the Recents Recents To Use My Helpdesk Console My Helpdesk ConsoleMy Helpdesk toolbar description Sort Work Item List My Helpdesk New Work ItemTo Add a New Work Item To Edit My Info Edit My Info Logoff Work Item Request NT UserTo Logoff My Helpdesk Work Item Request Guest Work Item Request User Work Item History Create Custom URL to Access Helpdesk ConsolesTo create a custom URL Pocket PC Navigation Support for Pocket PC PPC Administration Administration Admin Helpdesk Admin Console Admin Report Run Admin Reports Admin Report Page Field Description List Categories Page Description Categories List Categories Edit Categories Add New Category Modify Category Move Category Copy Category Delete Category List Routing Rules Routing Rules Edit Routing Rule Process Order of Routing Rules To Create a New Routing Rule New Routing Rule Altiris Helpdesk Solution User Guide 110 To Delete a Routing Rule Delete Routing Rules Notify Rules Default RulesList Notify Rules New Notify Rule Altiris Helpdesk Solution User Guide 114 Edit Notify Rule Select the check box for the rule to be Default Delete Notify Rules List Templates Mail Templates New Template Edit E-mail Templates Default E-mail Templates Simple Macros Mail Template Macros Mail Macros Complex Macros List Bulletins Bulletins Delete Bulletin Add New Bulletin View Source SourcesList Sources New SMS Source New NS Source Edit Source Import from Source Configure Helpdesk Option 1 This database was last configured by Alert Manager Simple Tab Delete Work Items Delete Work Item Simple Field Description Advanced Tab Delete Work item Advanced Field Description Delete Contacts Delete Assets New Worker WorkersList Workers Edit Worker View Queue List Queue Edit Queue New Queue Reports Notification Policies Service Level Agreements Log Files Troubleshooting URL Index