Home

HP SP1 User's Manual

1. Category any Scope Exact category z patemi e assigned any H External 0 MM priory any E satus any E Tee in H Reset Note Freetext search is available for the Title and Comment on items modified before 9 6 2002 10 45 28 AM Use a wildcard search if more recent dates are involved Assigned Priority Status Category Modified ol Move my PC Level 2 Deskt Medium Closed Change MoveDesktop 9 12 2002 8 40 1E n2 Email doesn KHennebry Medium Open Not specified 9 30 2002 2 16 ops Phone is broke KHennebry ASAP Open Break Fix Phone No Dial T 9 27 2002 6 11 p4 Printer needs drivers Level 2 Deskt Low Open How to Install Printer Driv 9 6 2002 4 48 5 os Monitor is fuzzy Level 2 Deskt High Open Break Fix Desktop Monitor 9 6 2002 4 51 1 1 Click Work items gt Delete work items 2 Type the search criteria in one or more of the boxes then click Find or click Reset to clear the page and start a new Simple search 3 Select the check box next to the work item you want to delete 4 Click Next to continue 5 The work items you selected will appear Work items gt Delete work items Delete work items Are you sure y ant to delete the following items Assigned Priority Status Category Modified 4 Printer needs drivers Level 2 Desktop Low Open How to Install Printer Drivers 9 6 2002 4 48 57 5 Monitor is fuzzy Level 2 Desktop High Open Break FixiDesktopiMonitor 9 6
2. Time Spent minutes The time spent working on this work item This number can be changed if there has been work performed while not in the console Done Click to save the changes Link Work Items A work item can link to one other work item and multiple work items can link to the same work item If a work item was previously linked it will be overwritten by the last selected link item To clarify this feature in more detail be sure to read the scenario below Scenario e Worker Kathi creates work item 2 reporting a need to move a PC Work item 4 is referring to moving the same PC Kathi links work item 2 to work item 4 e Worker Jared creates work item 5 reporting computer equipment needs moving in the same office as work item 4 Jared links work item 5 to work item 4 e Worker Scott creates work item 6 reporting a printer needs moving from one office to another the same office move as stated in work item 4 Scott links work item 6 to work item 4 e Worker Kathi reopens work item 2 to edit the record Work item 3 is another PC move for the same office as stated in work item 2 Kathi links work item 2 to work item 3 The current work item open is linked to the most recently selected work item once the worker clicks the OK button Link Work Items Flow Chart Open work item 2 link to work item 4 Work item 2 is now linked to work item 4 Open work item 5 Open work item
3. Monitor I Case sensitive Note To make this criterion be true if the field has changed AND the test is true check both the The value of the field changes and The value of the field checkboxes conc 9 Select the check box if The value of the field changes 109 Chapter 7 Administration Routing Rules 10 11 12 13 14 15 16 17 18 19 Select the check box for The value of the field To make this criterion be true if the field has changed AND the test is true check both the The value of the field changes and The value of the field check boxes Click the drop down arrow and select one of the following options Note The list varies depending on criterion selected e is the same as is not the same as contains does not contain e matches regular expression Enter the parameter associated with the option you selected for step 12 on page 110 in the text box Select the check box for the search to be Case sensitive Click OK The page returns to the New Routing rule options Review the routing criterion you created in the display box You can edit or delete the criterion listed by doing the following e Select the criterion from the display list e Click the Edit or Delete icon on the toolbar Clear the Active check box if you do not want the New routing rule active Clear the Terminal check box if you do not want to stop processing rules when this rule evaluate
4. OK Cancel To Add a Contact 1 Click Contacts gt New contact 2 Type the contact information in the form on the page 3 Click OK to save Altiris Helpdesk Solution User Guide 82 Chapter 6 User Interface Contacts New Contact Page Field Description Page Items Item Description Name Type the Name of the new contact NT ID Type the NT ID of the new contact E mail Type the E mail address of the new contact Pager e mail Type the Pager e mail address of the new contact Phone Type the Phone Number of the new contact Cell Phone Type the Cell Phone number of the new contact Pager Type the Pager number of the new contact Location Type the Location where the new contact resides Company Type the Company name of the new contact Department Type the Department name of the new contact Organization Type the Organization the new contact is associated with Title Type the job Title of the new contact Employee ID Type the Employee ID of the new contact VIP Select the check box to indicate VIP status Active Select the check box to indicate Active status Password This password will be used to authenticate contacts trying to access Helpdesk via the User console or any entry point with the credential workerMode user This is not the contact s NT password This password is stored in clear text in the database Other workers can view and edit
5. Operating System Level 2 Desktop Level 2 Desktop New CHILD Service Another Child Level 1 Service New AFTER Level 2 Desktop 5 Click OK to continue editing categories The new category will insert into the category list based on the Position selected Important Any changes you make to categories add New Edit Move Copy or Delete are not actually saved until you click Save on the Edit categories page Altiris Helpdesk Solution User Guide 102 Chapter 7 Administration Modify Category You can modify existing categories to meet your operational requirements Following the illustration and steps listed below lt rcommands Admin Work items New work item Find work items Work item que Last query Item 7 de y 9 10 2002 12 05 33 PM Open D items Queued no queue rvv vy lt Common tasks Retrieve queued item Edit categories SO altiris Edit categories Not specified How to Access Email Qccess the Web Install Printer Drivers Professional Services Training Recover Deleted Files Use Handheld Use Phone View Email Attachment Other Reset Password Break Fix Copier Desktop Category Break Fix level 2 M active Route to OK _cancel Route to Level 2 Level 2 Desktop Level 2 Desktop Level 2 Desktop Professional Services Level 2 Desktop Level 2 Desktop Level 2 Network Lev
6. Solicitud del elemento de trabajo Invitado Descripci n Consola del trabajador con funciones administrativas para Helpdesk Solution Consola del trabajador para Helpdesk Solution Consola de usuario final adecuada para empleados con una ID de NT en un entorno de intranet Consola de usuario final adecuada para empleados con una ID de NT en un entorno de intranet menos funciones Consola de usuario final para uso en Internet o Intranet Se hace seguimiento de los usuarios por la direcci n de correo electr nico Consola de usuario final adecuada para el acceso an nimo desde Internet Configure Regional Option 1 Regional Options Click Start gt Settings gt Control Panel gt Regional Options O arabic O Armenian O Baltic O Central Europe O Cyrillic Worker Console Microsoft Internet Explorer 6 0 or later Netscape Navigator 3 0 or later Opera 4 0 or later Altiris Helpdesk Solution User Guide 33 Chapter 4 Installation Localization End User Console e Although Helpdesk Solution works from any web browser it works best with Internet Explorer 6 0 or later 2 Select the one of the supported languages from the drop down list Spanish French German Portuguese 3 Click Apply then OK 4 The changes will take affect when you refresh or launch the web browser Altiris Helpdesk Solution User Guide 34 Chapter 5 Configuration The Configuration topic list includes the following
7. The Altiris eXpress NET Configuration Wizard 0 0200 c eee ees 19 Step 4 The Configure Helpdesk Command ooo 20 Chapter 3 Helpdesk OvervieW oooooooocoororn eee 21 Architecture Lira A AS A e aa a O lt lo de Semis Rot a 21 Helpdesk Solution Consoles annaa aana ete eee 22 Workers and Worker Queues tee 23 Contacts secede a a ee Anat oe A do he aa 24 Work Items orrors ira dads ee Sta Seb ceeded feted ea ded Me aaa ete oboe Bie 25 ASSETS A duis ae A Sada E aaa eee dle heres ean ada ale eee 25 Integration with Microsoft Systems Management Server SMS 6 ee 26 Chapter 4 Installation 0 0 2400 e ieae dee en gas eta ewe eo ee ew ee eae ee eee 27 Prerequisites cido beta td Pbk Ek Aa a Me idee Aad 27 Helpdesk Setup ii Bae eh Pace ie en eae a WME Baca A ae de 28 Localization iii eet ei A A Ra a ee ed Be A ed ele aed ee ee ee 33 Chapter 5 Configuration caier ii pete wise es eee ele ones PS wee nao we a aa e EA 35 Web Administration Console Interface Elements 20 000 cece eee eee eee 35 Console Security a S S 36 Entry Points Ars 5 atone whee ne Rae eS ae ete we Pe ea ae on Re RS 40 LICENSING te Wii oer a headed ante Aida es Mh did ai de iid avin Whee 43 Chapter 6 User Interface oo oocoioisancrrni A ee iaa ea ee ee 44 Altiris eXpress Helpdesk Consoles 2 ee eee ee 46 Helpdesk Worker Console 47 New Work ltem coto a e e ad cee 50 Add New WorkilleM circa naaa ea ra
8. Helpdesk Solution relies on the security features provided by IIS NTFS and ASP NET to control access to Helpdesk consoles and commands A Helpdesk console is defined by a default aspx file and a web config file that resides in a directory in the AeXHD web We call these directories entry points to distinguish them from other AeXHD web folders that contain static content such as images or help files While it is possible to define security settings on specific files we recommend defining security settings on entry points Multiple consoles can exist in the same entry point and will therefore share the same security settings The IIS security settings for an entry point can be changed by doing the following 1 Access Internet Services Manager 2 Inthe left pane select server name gt Default Web Site gt AeXHD gt 3 Right click on a folder name for example admin and select Properties 4 Click the Directory Security tab then click Edit for Anonymous access and authentication control Altiris Helpdesk Solution User Guide 36 Chapter 5 Configuration Console Security 5 Click Help to access help on these items See Administration on page 95 for details Authentication Methods By xi J Anonymous access No user name password required to access this resource Account used for anonymous access Edit m Authenticated access For the following authentication methods user name and password are required when anonymous
9. Assets 5 gt p Recents New work item Find work items Retrieve queued item Item 2 60 2 9 2003 1 29 37 PM Open D items Queued no queue Route to this worker by default Level 1 set Altiris Helpdesk Solution User Guide 107 Chapter 7 Administration Routing Rules To List Routing Rules 1 Click Admin gt Routing rules gt List routing rules 2 Click the arrow gt next to the routing rule the row is highlighted 3 Click the New Edit Up Down or Delete icons on the toolbar To Route Work Items to a Specific Worker or Queue 1 Click the arrow gt next to the routing rule the row is highlighted 2 Click drop down arrow and select a worker or a queue and then click Set The Routing rule when true will send all work items to the worker or queue you selected Process Order of Routing Rules The Routing rules are processed in the order they are listed You can change the order as needed by following the steps below Admin gt Routing rules gt List routing rules List routing rules Routing rules EEE Name Route to Comment Status Terminal gt Route to Asset Mana Asset Management 20 categories Active Yes gt Route to Level 2 DeskLevel 2 Desktop 59 categories Active Yes gt Route to Level 2 NetyLevel 2 Network 39 categories Active Yes 21 categories Active Yes Active Services gt Route to Human Reso Human Resources 1 categories Active gt Route to Deplo
10. If so the request is allowed to proceed and a response page will be generated The directories and files being discussed are installed in the web directory created under the installation location Following is the directory structure Program Files NS 21 accessories E C Adobe S Altiris Y express i E a AppWeaver 5 Notification Server C Admin C Bin Bo HelpDesk gt a admin anon E bin css guest help images f include modules presentations templates user winuser worker 2 10 mail BadMail log a Sendmail Solution E Web a Images H E Include f a Logs H Ns CLIENT EY NSCap s Reports i a Setup E a Snapshots a Solutions C Hitighter A pct 61 23 Common Files Altiris recommends creating local NT groups on the server with IIS adding domain accounts to those groups then giving each group appropriate permissions on each of the five entry point subdirectories To set Web Console permissions do the following 1 Create a local group for each class of user Administrator Admin End User User Worker Worker End User Guest End User Anon Note These groups can be global groups in the domain or local groups on the Web server recommended To create local groups you use the Computer Management tool to create a group called Administrator admin and so o
11. Select to let the E mail Template be used to send work item e mail correspondence 7 Type a description of the e mail template in the Comment box 8 Body Type the body of the e mail message Macro language is supported for this property see E mail Template Macros on page 120 9 Select the check box to Interpret message body as HTML HTML tags used within the body of the message will be rendered by e mail applications that support HTML format 10 Clear the check box if you DO NOT want the e mail template Active Inactive e mail templates will not be available for selection when adding Notify rules 11 Click OK to save the e mail template Altiris Helpdesk Solution User Guide 118 Chapter 7 Administration E mail Templates Edit E mail Templates Edit e mail template Edit e mail message template Change notification to Change notification From Altiris express Helpdesk 9 address poreply possible Subject Work item WORKITEM workitem_number changed by WORKITEM modified_by_worker_name Ed E mail notification Terse HTML message used to notify workers when modifications are made to a work item assigned to them lt TITLE gt Altiris express Helpdesk lt TITLE gt lt LINK REL stylesheet TYPE text css HREF URLALIAS HelpdeskURL css cssStandard css gt lt HEAD gt lt BODY BGCOLOR FFFFFF TOPMARGIN 0 LEFTMARGIN 0 MARGINWIDTH 0 IMARGINHEIGHT 0 TEXT 000000 ALINK ff0000 L
12. e Web Administration Console Interface Elements page 35 e Policies page 35 e Reports page 36 e Console Security page 36 e Administrators page 37 e Workers page 37 End Users page 38 e Setting Permissions page 39 Entry Points page 40 e Licensing page 43 Web Administration Console Interface Elements Policies Helpdesk Solution comes with Notification Policies that let Notification Server perform a variety of actions when defined conditions occur Notification Policies provide active reporting for the NS Client They can be found in the Notification Server Web Administration Console under the Solutions tab then Helpdesk Solution gt Policies gt Notification Policies For more information on using Notification Policies see the Altiris eXpress Notification Server User GuideAltiris eXpress Notification Server User Guide The following are the provided Notification Policies Escalate work item priority status High priority items not assigned within 30 minutes More than N open work items More than N open work items in level 1 More than N open work items in level 2 Open work items with no activity in over N minutes Re opened work items Scheduled work items past due Scheduled work items past start date Top N new work items opened in M minutes Work items on hold more than N days Work items open more than N days Work items with more than N workers Workers with more than N open work items Altiris He
13. i L d D Current contact These workers D Assigned worker C Modified by worker D Previously assigned worker TF Created by worker D Asset Management C Deployment SwW Delivery C Helpdesk REA El These addresses Enter one or more e mail addresses separated by Where All of these criteria are true FI W Visible allow workers to see this rule P Locked prevent workers from turning this rule on or off F Default make this rule a default for new items M active evaluate this rule during an item update OK Cancel Click Admin gt Notify rules gt New rule Type the name of the Rule in the box Type a description of the rule in the Comment box Pb OO N Select the Send e mail template from the drop down list The template is used to generate an e mail message that gets delivered when the rule runs An e mail message template or a pager e mail message template or both are required when creating a notify rule 5 Select the Send pager e mail template from the drop down list The template is used to generate the pager e mail message that gets delivered when the rule runs An e mail message template or a pager e mail message template or both are required when adding a notify rule 6 Select or type the following Send to information a Select the check box next to Current contact to send an e mail to the current contact when this rule runs b These workers Selec
14. 3 Click New to add a new template Altiris Helpdesk Solution User Guide 117 Chapter 7 Administration E mail Templates New Template When you are adding or editing an e mail template you can use special macros in the message fields to represent Helpdesk Solution data that will be inserted by Helpdesk Solution when it generates e mail using that template See E mail Template Macros on page 120 Admin gt E mail templates gt New template New template Bare L From altiris express Helpdesk 9 address horeply possible E mail notification z i I Interpret as HTML M active OK Cancel Click Admin gt E mail templates gt New template N Type a Name for the new e mail template in the box w From Type the name of the organization workgroup or worker that will be displayed as the originator of the message 4 From Address Type the e mail address that will be displayed as the originator of the message The Macro Language is supported for this property but must resolve to a valid SMTP e mail address someone somewhere org 5 Subject Type the subject of the e mail message Macro Language is supported for this property 6 Type Select one of the following options from the drop down list a E mail notification Select if the E mail Template will be distributed through e mail b Pager notification Select if the E mail Template is intended for pager e mail notification c E mail action
15. 6 Reopen work item 2 link to work item 4 link to work item 4 link to work item 3 Work item 2 is now linked to work item 3 NOT work item 4 as was originally linked Work item 5 is now Work item 6 is now linked to work item 4 linked to work item 44 Altiris Helpdesk Solution User Guide 56 Chapter 6 User Interface Additional Work Item Information Work items gt New work item New work item BS 2 S As O Time spent 77 minutes Total time O minutes Link to work item Keep current Not tly linked 1 Monitor Broken y Find item Enter pattern and click find y Item number C Remove current item oK To Link a Work Item 1 Click Work items gt New work item 2 Click Link 3 Click one of the following link item options Keep current Default Not currently linked e Link recent item Select a Work item from the drop down list Find item Type the title of the work item in the box click Find Select a work item from the drop down list Item number Type the record number of the work item in the box Remove current item Unlink a work item 4 Click OK the most recent work item selected will be linked Link Page Field Description Page Items Item Description Keep current Default option the current work item is not linked Link recent item Select a work item from the most recent drop down list Find i
16. Human Resources 0 items ld Items 1 to 4 of 4 Page 1 of 1 Bulletins 9 25 2002 5 28 51 PM KHennebry Phone outage All company phone lines will not dial outbound long distance calls The carrier as been notified no ETA for resolution at this time 9 25 2002 12 40 03 AM Welcome Welcome to Altiris express Commands Work Items Worker report Default page for the Helpdesk Worker console New work item Lets workers create a new work item See New Work Item on page 50 Find work items Lets workers find work items using simple or advanced searches See Find Work Items on page 66 Queries Lets worker execute existing queries and create custom queries See Using Queries on page 70 Last query results Displays the results of the last query executed See Last Query Results on page 79 Retrieve queued item Lets workers retrieve queued items See Retrieve Queued Item on page 80 Contacts Contacts home Displays a list of contacts See Contacts Home on page 80 Find contacts Lets workers find contacts by entering a search criteria See Find Contacts on page 81 New contact Lets workers add a new contact record See New Contact on page 82 Altiris Helpdesk Solution User Guide 47 Chapter 6 User Interface Altiris eXpress Helpdesk Consoles Assets Asset home Displays a list of assets See Assets Home on page 84 Find assets Lets workers find assets by entering a s
17. If the Full Text Search service MSSearch is not installed full text searches cannot be configured and full text searches will need to be configured manually MSDN has a good article on implementing full text searches at http msdn microsoft com library periodic period01 ntp0111 htm This article includes information on installing the MSSearch service creating a full text index and catalog populating the full text catalog and scheduling catalog updates Syntax When full text search service is enabled it recognizes whether the search being performed is a FREETEXT or CONTAINS search IMPORTANT Do not include the FREETEXT or CONTAINS predicate in the search field this will be done for you FREETEXT is less precise than CONTAINS and matches values on meaning not the exact word The following MSDN article discusses FREETEXT in detail http msdn microsoft com library psdk sql ts_fa fz_2juc htm CONTAINS is more precise then FREETEXT and recognizes special syntax such as and or and not FORMSOF NEAR etc The following MSDN article discusses CONTAINS in detail http msdn microsoft com library psdk sql ts_ca co_2y2h htm If full text searching is enabled the user can override FREETEXT or CONTAINS searches by checking Disable full text searching in the Find feature This lets the user perform wildcard searches as discussed in Wildcard Searches below Wildcard Searches Wildcard searches are not nearly as powerful as FRE
18. Name Route to Comment Route to Level 2 Network Level 2 Network 39 categories Route to Level 2 Server Level 2 Server 21 categories Route to Human Resources Human Resources 1 categories Route to Level 2 Level 2 9 categories lt lt Back Finish Cancel 3 Review the displayed list 4 Click Finish or Back to change Delete route rules list Altiris Helpdesk Solution User Guide 111 Chapter 7 Administration Notify Rules Notify Rules E mail notification is used to automatically generate and send e mail and pager e mail messages in response to work item modification Notify rules describe what work item modifications must take place before e mail is generated and sent the format of the message that gets sent see E mail Templates on page 117 and who should receive the e mail notification List Notify Rules The Notify rules page lists all notification rules currently defined Administrative users can Edit a notify rule add a New notify rule or Delete notify rules Admin gt Notify rules gt List rules lt rCcommands Admin gt List rules New Delete Work items SAA IA Cx x Contacts gt Name Comment Count Visible Locked Default Status f Ack now Sends a message to the current cont 0 Yes No No Active E Assets es ae Y Notify Sends a message to the current cont O Yes No No Active Workers VIP wor Sends a message to the Supervisor w 0 Yes No No Active Re
19. Operations Hourly rate 0 Status Active Contact information E mail Pager e mail Cell phone Pag Company Department Organization Comment 1 Click Workers gt List queue 2 Click View next to the queue to view 3 Click the Internet Browser Back button to return to the previous screen Altiris Helpdesk Solution User Guide 137 Chapter 7 Administration List Queue Edit Queue Edit queue Edit queue Level 2 Desktop Queue Name Level 2 Desktop Hourly rate ct M active Contact information E mail OA Pager emai N Phone Cell phone Pager VE coment A Deparment m Organization none E Select organization or type new Comment PE i OK Cancel 1 Click Workers gt List queue 2 Click Edit next to the queue to edit 3 Edit the box form on the page 4 Click OK to save New Queue Workers gt New queue New queue Queue Name l Hourly rate fo M active Contact information E mail PA Pager email 7 Phone PA Cell phone PA Pager AA Location a Company C Department C Organization none E Select organization or type new one Comment 5 i OK Cancel 1 Click Workers gt New queue 2 Type the information in the text boxes provided 3 Click OK to save Altiris Helpdesk Solution User Guide 138 Chapter 7 Administration Reports Reports Helpdesk Solution provides reports including servi
20. Password Recommended use a trusted connection EERE Next gt gt Cancel Click Admin gt Configure Helpdesk Type the name of a SQL Server in the box Type the name of the Database in the box Type a User name in the box Type a Password in the box Nn O a FF W N Click Next to continue i altiris s Select the check box to Use SQL login instead of Helpdesk trusted connection Configure Helpdesk 2 er jsasser2 Datab AexHelpdesk_5_6_108 This database is correctly configured Press Update to refresh the database Press Back to choose another database Press Continue to proceed with this database Note Update and Continue may take several minutes please be patient lt lt Back Update Continue Cancel 8 Click Back to return to the Configure Helpdesk page to edit data entries 9 Click Update to refresh the database Note If you select Update the database is checked by the Helpdesk Solution there are five outcomes and one error message possible from the database check they are as follows Error condition This database was last configured by a later version of Helpdesk You must either upgrade this version of Helpdesk or choose a different database Database version 0 Current version 0 Altiris Helpdesk Solution User Guide 128 Chapter 7 Administration Configure Helpdesk 10 Option 1 This database was last configured by Alert Ma
21. Professional Services Training Professional Services lt rCommon tasks Recover Deleted Files Level 2 Desktop Use Handheld Level 2 Desktop Use Phone Level 2 Network View Email Attachment Level 2 Desktop Other Level 2 Reset Password Level 2 Server eau Break Fix Level 2 Retrieve queued item Copier Level 2 Network Desktop Level 2 Desktop Item F CS P fee Monitor Level 2 Desktop oy E Modem Level 2 Network 9 10 2002 1 14 26 PM MIG Pevelieinetwork oe ee Y A Keyboard Level 2 Desktop O items ee Mouse Level 2 Desktop bariai Drive Level 2 Desktop Queued no queue fpu Hood Lock Level 2 Desktop me Machine Discovery Level 2 Desktop tinaas Other Level 2 Desktop Email evel 2 Desktop ARA par a ald mn ove category Break Fix Desktop Monitor Bove tor Not specified Status Default 1 Click Admin gt Categories gt Edit categories 2 Click Move next to the category you want to edit Note The category you selected is displayed on the bottom of the screen See the example above Select the Move to category from the drop down list 4 Select the Position for the category from the drop down list 5 Click OK to continue editing categories The category list on the Edit categories page will update showing the category change Important Any changes you make to categories add New Edit Move Copy or Delete are not actually saved until you click Save on from the Edit categories page 6 Click Save
22. enter applicable information and then click Next 7 On the Setup Type screen click Complete and then click Next 8 On the Ready to Install the Program screen click Install The Installing Altiris eXpress Notification Server 5 5 screen appears and the software is installed 9 When the Install Shield Wizard Completed screen appears click Finish The Notification Server Installation is completed The Notification Server Setup Wizard starts the Altiris eXpress Notification Server Configuration Tip If you know the groups that you will want to categorize your Helpdesk users into you can create the Windows NT Groups for the Helpdesk users now For more information on creating Windows NT Groups for Helpdesk see Create NT Groups for Helpdesk Users on a Windows Server on page 26 Altiris Helpdesk Solution User Guide 18 Chapter 2 Installing and Setting Up eXpress Step 2 Install Helpdesk Solution When you install eXpress eXpress collections packages reports and policies are loaded onto the Notification Server 1 Log in to the Windows Server running Notification Server using the Helpdesk user If the Windows Server configuration screen appears click Close 2 Start the Web Administration Console by clicking Start gt Programs gt Altiris gt Altiris eXpress gt Notification Server gt Web Administration Console 3 Click the Configuration tab 4 In the left pane click Solution Center 5 Select the location of the S
23. 2002 4 51 19 ld lt lt Back Finish Cancel A prompt will display the following message Are you sure you want to delete the following items 6 Click Back to change the selected work items to delete Altiris Helpdesk Solution User Guide 130 Chapter 7 Administration Delete Work Items 7 Click Finish to delete selected work items Delete Work Item Simple Field Description Page Items Item Description Title Type Title of a work item Match all words Select the Title match criteria from the drop down list Comment Type a Comment word selection Match all words Select the Comment match criteria from the drop down list Category Select option from the drop down list Scope Select option from the drop down list Pattern Type string Pattern to match during the search Assigned Select Assigned worker group from the drop down list External ID Type an External ID An External ID is appropriate for organizations managing external customers who need to identify the external customer with a unique ID Priority Select the Priority from the drop down list Status Select Status from the drop down list Type Select Type from the drop down list Find Click to begin search for work item Reset Click to clear the form Cancel Click to abort function Altiris Helpdesk Solution User Guide 131 Chapter 7 Administration Delete Work Items Advanced Tab The Advanc
24. Admin gt Categories gt Edit categories 2 Click Copy next to the category you want to edit Categories Note The category you selected is displayed on the bottom of the screen See the example above 3 Select the Copy to category from the drop down list 4 Select the Position for the category from the drop down list 5 Click OK to continue editing categories The category list on the Edit categories page will update showing the category change Important Any changes you make to categories add New Edit Move Copy or Delete are not actually saved until you click Save on the Edit categories page 6 Click Save to keep all category changes and return to the List categories page Altiris Helpdesk Solution User Guide 105 Chapter 7 Administration Categories Delete Category Edit categories lt rCommands Edit categories Admin Work items gt Route to Status Not specified Default 2 How to Level 2 gt Access Email Level 2 Desktop gt Access the Web Level 2 Desktop Install Printer Drivers Level 2 Desktop Recent Professional Services Training Professional Services lt rcommon tasks Recover Deleted Files Level 2 Desktop N reitem Use Handheld Level 2 Desktop zi Use Phone Level 2 Network Fin rk items View Email Attachment Level 2 Desktop Work item queries Other Level 2 Reset Password Level 2 Server Last query results Break Fix Level 2 Retrieve queued item Copier
25. Chapter 6 User Interface New Work Item Late Lists the number of work items Planned after the start date Overdue Lists the number of work items not Closed or Resolved after the due date Resolved Lists the number of work items with the status as Resolved Work items can have a status of Resolved and still be open Once verification is received work items can be finalized with the Closed status Held Lists the number of work items with the status as Hold Closed Lists the number of work items with the status as Closed New Work Item The New work item page lets you create a New work item Workers can perform a variety of tasks to the item such as link work items together associate assets and contacts to the work item attach uploaded files to the work item and send e mail Work items gt New work item New work item E 158 R gt EA Z 0 Time spent minutes Total time 0 minutes Contacts inne o O O D E r I Cn SD E Title Comment Categor Not specified Priority medium Y Assigned auto z Status Open Type Other External ID no Schedule Not scheduled g Ser 2 20 2003 mo 2 20 2003 E Notify rules Attachments M Acknowledge contact FP Notify contact when closed m VIP work item X y Linked to Linked by To Open a New Work Item 1 Click Work items gt New work item listed below Commands lt OR gt 2 Click New work item listed below
26. D Asset Management TP Deployment SW Delivery TP Helpdesk A m These addresses pea Enter one or more e mail addresses separated by Where All of these criteria are true Fj Contact e mail changes Version is less than 2 Delete rte El nda Visible allow workers to see this rule P Locked prevent workers from turning this rule on or off P Default make this rule a default for new items KM active evaluate this rule during an item update OK Cancel_ Pb OO N Click Admin gt Notify rules gt List rules Click Edit next to the Notify rule to edit Click OK to save Altiris Helpdesk Solution User Guide Edit the form For information on each of the fields see New Notify Rule on page 113 115 Chapter 7 Administration Delete Notify Rules Notify Rules Deleting a rule will remove it completely from the system All work items associated with the rule you delete will lose their association and will never be seen again Caution There is no Undo capability E ats amet SS Admin gt Notify rules gt Delete rules lt rCommands sail Delete rules Admin En gt Notify rules DS Name Comment Count Contacts Acknowledge contact Sends a message to the curr 1 z Assets gt D Notify contact when cl Sends a message to the curr 0 workers D VIP work item Sends a message to the Sup 0 Recent gt O Work
27. Level 2 Network Desktop Level 2 Desktop Item E 656 U Monitor Level 2 Desktop C lene Modem Level 2 Network mT NIC Level 2 Network eaters Keyboard Level 2 Desktop 0items prem Mouse Level 2 Desktop ere en ee Drive Level 2 Desktop Queued no queue aaa Hood Lock Level 2 Desktop ewes Machine Discovery Level 2 Desktop Se Other Level 2 Desktop Level 2 Desktop ktop Click Admin gt Categories gt Edit categories Click Delete next to the category you want to delete Note The category you selected is displayed on the bottom of the screen See the example above Select the Delete option from the drop down list Delete children e Move children to grandparent Click OK to continue editing categories The category list on the Edit categories page will update excluding the deleted category Important Any changes you make to categories add New Edit Move Copy or Delete are not actually saved until you click Save on the Edit categories page Click Save to keep all category changes and return to the List categories page Altiris Helpdesk Solution User Guide 106 Chapter 7 Administration Routing Rules Routing Rules Routing rules determine what worker or queue a work item should be assigned to when it is created or modified A routing rule consists of a name description criteria status terminal flag and a worker to assign the work item to when the criteria evaluate to true Routing
28. Name NT ID Email Phone Company 60 f Jared Sasser ALTIRIS jsasser jisass Iterns 1 to 1 of 1 Page 1 of 1 Items Title Assigned Priority Status Category Modified ed g 12 Cannot find Level 1 Medium Open Not specified 9 30 2002 11 46 34 la Items 1 to 1 of 1 Page 1 of 1 Altiris Helpdesk Solution User Guide 84 Chapter 6 User Interface To View Assets 1 Click Edit to modify the asset information Assets 2 Click View or Edit next to the item from the Contacts or Items list if any to view or edit contacts or items information Find Assets The Find Assets page lets you find assets within the Helpdesk database system Assets gt Find assets Find assets Name o Type any External ID lL Location o Manufacturer Model Serial L Asset tag Lo IP address Lo O Status Fen m Organization Fien E z Find Assets Big Name Type External Id Serial Asset tag 6d DVD Player Computer E 65 Monitor Computer 669 Network Hub Network port 6s f pc Computer 1234 To Find an Asset 1 Click Assets gt Find assets 1 Type the search criteria in the form on the page 2 Click Find Note The results from the Find are displayed in the Assets list at the bottom of the page New Asset This feature allows workers to add New assets to the Helpdesk systems database Assets are any type of item you want to track within an organization such as PCs moni
29. Page Field Description Page Items Item Description Name Type the Name of the new contact NT ID Type the NT ID of the new contact E mail Type the E mail address of the new contact Pager e mail Type the Pager e mail address of the new contact Phone Type the Phone Number of the new contact Cell phone Type the Cell Phone number of the new contact Pager Type the Pager number of the new contact Location Type the Location where the new contact resides Company Type the Company name of the new contact Department Type the Department name of the new contact Organization Select Organization from the drop down list Title Type the Title of the contact s position Employee ID Type the Employee s ID Password The contact s Helpdesk password This should NOT be set to the contact s NT password VIP Check the box to indicate VIP status Comment Any additional free form information about the contact This is a general purpose property of a contact but can be used to specify a question or answer pair known only by the contact in the even that they have forgotten their password Save Click to Save the changes Changes to the contact are saved even if you cancel the work item later Cancel Click to cancel any edits made on the page The work item itself is not cancelled Altiris Helpdesk Solution User Guide 60 Chapter 6 User Interface Additional Work Item Inf
30. Save oN O A A Once the browser page is refreshed the new query will appear in the Based on drop down list as well as in the List query page New Query Page Field Description Page Items Item Description Name Type a Name for the new query search Based on Select a default query from the drop down list Get Expression Click the Get Expression to display the query parameters in the Expression box Expression Modify the text of the query parameters Run Click to perform the search Save Click to save the New query search criteria Cancel Click to abort function Items Displays the query search results Query Data Types When creating queries the worker must be aware of the data types of the fields that are used in the query so that single quotes can be added or omitted appropriately There are three basic data types for these fields unit string and datetime If the data type of the field is string or datetime the argument must be quoted String Examples workitem_external_reference like SMS wild card character for partial string matching assigned_to_worker_name mdavis Datetime Examples workitem_modified_on gt 12 11 00 10 10 00 AM workitem_modified_on gt 12 11 00 10 05 00 interpreted as 24 hour clock workitem_modified_on gt 12 08 00 15 00 00 interpreted as 24 hour clock workitem_modified_on gt 12 11 00 interpreted as midnight between 10th and 11th workitem_modi
31. Templates shte tr e bbe oat ce eae Ae be de widen AG Sen ae ids Soa 117 New Template arica da biked ved eels Beek eee deer eke hee 118 Edit E mail Templates vor aora aa e des ainda gand rara 119 E mail Template Macros 120 Bulletins 22020 iS eR OE eh cee ol he ge EE ANA E tee eee ea a 122 Add New Bulletin todetiin e a a ee ee ee Qe 123 Delete Bulletin hot A dane anes Oat ea cb 123 SOUICES Mitra oddone wad ade ri hddda mht aaddide ib D dude 124 View Source O A O 124 New NS SQUICO ata A A A A a 125 NeW SMS SQUI CE unica td A esd dd bee Beg 125 Edit Source ici A A AA E 126 Import from SQUITS rta A ea 127 Configure Helpdesk ooooocconcooon o 128 Delete Work It MS 2 A SRG A AS A A A 130 Delete Contacts iii A a ded ie ee ces 133 Delete ASSetsS 2 0 gt 3 ado cee ihe Pa en bel Rigen ete lee a a d Ayi 134 Workers tad aa bh Ete oak a A Ai A went ee 135 New Worker iia pve heed he niles SIG gs eed hi wee Be ed 135 Edit Worker chanted thet o nel Addie ahs a heat tates Be Milla oy 136 LISHQUEGUE gt Lat Bch Sed orice A Oe aa dh tat Ris rote le ta at AA o tag a ic O 137 New Queus ear a e Shab dal ii A ai gine aaa a 138 REPOMS ura alse oho Mates Soda eh EE ae ae eh ee aes ginko agatha RA dee 139 Notification Policies 222 eee ee i ee 8 a E a ele a ee le oS ee le 140 Service Level Agreements 6 nee eee ee ee bees 141 Chapter 8 Troubleshooting 0c ee ees 142 Index ii Shee Be ee Sate A Sev bei
32. The Helpdesk Overview topic list includes the following e Architecture page 21 e Helpdesk Solution Consoles page 22 e Workers and Worker Queues page 23 e Contacts page 24 e Work Items page 25 e Assets page 25 e Integration with Microsoft Systems Management Server SMS page 26 Architecture Notification Server Notification Server runs based on policies set by an administrator These policies activate components of Notification Server that are used to process and store inventory data host web pages forward data to SMS and many other tasks This simplifies the administration of systems management in your distributed network environment Notification Server runs on Windows 2000 Advanced Server SP2 and uses SQL 2000 recommended or SQL 7 0 SP1 approved database to store the information Notification Server provides security for console views and functions as well as reports For more information about Notification Server see the Altiris eXpress Notification Server User Guide on the product CD or on our web site at http www altiris com support documentation Consoles Helpdesk Solution provides a web based console for basic and advanced IT Management Each console is accessed through a unique URL and has its own security properties Web Reports and Notification Policies Helpdesk Solution provides numerous reports such as work items worker activity schedules Service Level Agreements SLAs and cost analys
33. Work Item Request NT User Logoff When you have completed all tasks within the My Helpdesk console be sure to Logoff and close the web browser to completely log out of the Helpdesk system Logging off also conserves system resources Logoff Thank you for using Altiris express Helpdesk If you would like to logon again click the link below Altiris eXpress Helpdesk To Logoff My Helpdesk 1 Click Logoff to log off the My Helpdesk Console page 2 Close the web browser Work Item Request NT User The NT User console is intended for users with a NT ID authentication through their own internet environment and only want to log a work item This console is similar to My Helpdesk console but only has the functionality to add a work item Work items created in this console have their status set to Requested ork item request Please describe your problem or request Name Kathi Hennebry E mail khennebry altiris com Phone 805 1161 Title casi Medium Y Categori Not specified Not specified Comment ox Bulletins 9 6 2002 10 44 23 AM Welcome Welcome to Altiris express 1 Open My Helpdesk Console by entering either the complete URL http lt server name gt aexhd winuser Default aspx or by entering a shortcut URL alias if created lt OR gt 2 Enter through the main entry point Altiris eXpress Helpdesk consoles http lt server name gt aexhd 3 Type the required info
34. abort function 86 Altiris Helpdesk Solution User Guide Chapter 6 User Interface Recents Recents The Recents page allows workers to access the most recent entries of Work items Contacts and Assets Recents Recents Items Modified Assigned Priority Status Category To Use the Recents Page 1 Click Recents on the left hand menu the above page appears lt OR gt 2 Click Recents then select an item from the pop out menu 3 Click View or Edit next to the item you want to view or edit Altiris Helpdesk Solution User Guide 2 Email doesn KHennebry Medium Open Not specified 9 30 2002 2 16 2 E af 12 Cannot find my progra Level 1 Medium Open Not specified 9 30 2002 11 46 A 11 Hard drive Level 1 Medium Open Not specified 9 30 2002 11 43 eT Windows blue screen KHennebry ASAP Open Not specified 9 30 2002 11 48 oop 3 Phone is broke KHennebry ASAP Open Break Fix Phone No Dial Tone 9 27 2002 6 11 1 a __id Items 1 to 5 of 5 Page 1 of 1 Contacts Name NT ID Email Phone Company 64 Jared Sasser ALTIRIS JSasser jsasser altiris com E esp Bob Bsmith Bsmith altiris com Altiris AA _ y Items 1 to 2 of 2 Page 1 of 1 Assets Name Type External Id Serial Asset tag 60 DVD Player Computer ssp Network Hub Network port 6 9 Monitor Computer y Items 1 to 3 of 3 Page 1 ofi 87 Chapter 6 User Interface My Helpdesk Console My Helpdesk Console My Helpdesk is intended for users w
35. appears Software Prerequisite Wizard xi Current platform Windows 2000 Server version 5 0 Service Pack 2 Build 2195 Required Version Size Location Help Windows Internet Services n a 27 MB Windows CD Details Microsoft Database Engine 7 0 20MB Downloadable Details IV Restart this wizard upon reboot lt Back Cancel Finish Note In this example Windows 2000 XP Internet Information Services also known as IIS and a SQL database were not on the computer Review the information and click Next 4 Ifthe Download and Install Microsoft Database Engine screen appears do the following sar Poe Wired i ill crol alainn Eng 70 a hehe aul be insted e pr tremori dro pr bie reta ba alpen Mecs Garra E car mt reed be be on He compain F pms rar ho rata Pes VA vee of on Hha craps mad ya Pen dd Mad AN Hi Altiris Helpdesk Solution User Guide 15 Chapter 2 Installing and Setting Up eXpress g h Ifyou want to install the MSDE version of SQL not recommended for Helpdesk Solution on the computer click Yes and Next Note If you have a SQL Server database that you want to use for the Notification Server database click No and Next then go to see if additional required software that can be automatically downloaded is needed download the software using a process similar to the process specified in Step 4 When the File Download dialog box appears When using Internet Explor
36. at the bottom of the page From the drop down list below Find select an asset from the list of results 4 Click Properties to go to the Asset page You can Edit the selected asset s information or you can add a New asset altogether Note The Properties button controls whether or not the next page will be the New work item page or the Asset properties page The only exception is when the New asset option is selected in which case both OK and Properties will take the user to the Asset properties page 5 Click OK the selected asset will be associated with the work item Find Work Items Find Work Items Simple Tab The Find work items page lets you find works item by using specific search criteria Helpdesk Solution offers a simple and advanced search Workers can find work items through searches and queries If you know the work item number you can enter the item number in the either the View item or Edit item fields located below Common tasks click Enter or click the green arrow next to the box It is possible to work on several work items at once in multiple browsers without the consoles interfering with one another The last console that has any activity will win with respect to saving the user s preferences and state for example the list of last items worked on Each time a console is opened it will inherit the state of the last console that had any activity Work items gt Find work items Find work items Simple Ad
37. contact and or worker information to the Helpdesk database and then grant them access to the console Helpdesk executes the command named in the selfEnrollmentCmd command no means that users who cannot provide a valid credential either an email address and password user mode or NT ID worker or winUser mode will be denied access to Helpdesk Helpdesk will execute the command named in the denyCmd attribute Note This is the only attribute that most Helpdesk administrators should ever directly change in the installed Helpdesk entry points By default the Worker console does not allow self enrollment Some administrators may want to edit the worker web config file using Notepad or other text editor to change the allowSelfEnrollment from no to yes and save the file This will cause Helpdesk to restart and apply the new setting Administrators should be sure to limit access to the Admin and Worker consoles using NTLM and NT groups before enabling worker self enrollment After most the workers have been created administrators should turn self enrollment off again On the other hand the User console allows self enrollment by default This permits end users to create their own possibly erroneous contact records Administrators can turn off self enrollment by editing the User web config file setting allowSelfEnrollment from yes to no Then no end users will be granted access to Helpdesk until th
38. created lt OR gt 2 Enter through the main entry point Altiris eXpress Helpdesk consoles http lt server name gt aexhd The options on the My Helpdesk console page is as follows e Click View next to the work item The work item list only appears if you have preciously added new work items e Click Edit next to the work item The work item list only appears if you have preciously added new work items e Click New to add a new work item e Click Edit my info to update your contact information e Click LogOff to exit My Helpdesk console My Helpdesk toolbar description New work item Edit my info Logoff Altiris Helpdesk Solution User Guide 88 Chapter 6 User Interface My Helpdesk Console My Helpdesk New Work Item altiris My Helpdesk Console Name Kathi E mail khennebry altiris com tegory How to J How to Priority medium z Asset none Attachment Comment OOo ll OK Cancel To Add a New Work Item 1 Type the required information in the form on the page For more details see New Work Item on page 50 and Attachments on page 55 2 Click OK to save Sort Work Item List The My Helpdesk Console page will display a list of the work items created by the current user located at the bottom of the page The Work item list can be sorted as needed by selecting the sort topic e e Title e Assigned e Priority Status e Category The sort top
39. depth instructor led hands on courses These courses will help you quickly learn the optimum methods for installing configuring and managing your network using Altiris award winning products For information about Altiris training go to the following web sites e http www altiris com services training http www altiris europe com services htm Preface Altiris Helpdesk Solution User Guide Chapter 1 Introducing Helpdesk Solution Altiris Helpdesk Solution User Guide 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 e Manage assets and inventories migrate computers and deploy software e Respond appropriately to service level agreements SLAs Generate web based reports to identify worker performance schedules histories TCO
40. e mail messages that are sent to Helpdesk Solution workers in response to a work item being updated Mail Macros Mail macros are a class of macros that do formatted replacement but create lt A HREF mailto specificworker e mail address gt format lt A gt e mail links They allow you to provide your readers with an easy way to contact the workers associated with the current work item via e mail and pager e mail The lt format gt argument for mail macros can be any string of text or HTML and can include lt workitem_field gt arguments ASSIGNED_TO_EMAIL_LINK lt format gt MODIFIED_BY_EMAIL_LINK lt format gt MODIFIED_BY_PAGER_EMAIL_LINK lt format gt CREATED_BY_EMAIL_LINK lt format gt Altiris Helpdesk Solution User Guide 121 Chapter 7 Administration Bulletins CREATED_BY_PAGER_EMAIL_LINK lt format gt For Example lt BR gt Click ASSIGNED_TO_EMAIL_LINK here to send to the assigned worker lt BR gt lt BR gt E mail MODIFIED_BY_EMAIL_LINK modified_by_worker_name lt BR gt Bulletins Bulletins are broadcast messages created in the Admin console for all users logged into the Worker console and My Helpdesk consoles to view Bulletins are displayed on the bottom of the console pages and are listed by order of most current to previous Bulletins can announce known problems policies scheduled upgrades or any other information end users may need to know The Bullet
41. find my program files Level 1 Medium Open Not specified 9 30 2002 11 46 3 m13 Monitor Broken Level 2 Desktop High Requ Break FixiDesktopt 9 30 2002 10 32 4 D 14 E mail access denied Level 2 Desktop ASAP Requ How to Access Email 9 30 2002 10 33 5 a Cancel ll 1 Click Work items gt Delete work items 2 Click the Advanced tab 3 Type the search criteria in one or more of the boxes then click Find or click Reset to clear the page and start an new Advanced search 4 Select the check box next to the work item you want to delete 5 Click Next to continue 6 The work items you selected will appear Work items gt Delete work items Delete work items Are you sure you want to delete the following items Title Assigned Priority Status Category Modified 2 Email doesn KHennebry Medium Open Not specified 9 30 2002 2 16 26 PM 13 Monitor Broken Level 2 Desktop High Reques Break Fix Desktop Monitor 9 30 2002 10 32 48 AM lt lt Back Finish Cancel A prompt will display the following message Altiris Helpdesk Solution User Guide 132 Chapter 7 Administration Delete Contacts Are you sure you want to delete the following items 7 Click Back to change the selected work items to delete 8 Click Finish to delete selected work items Delete Work item Advanced Field Description In addition to the Simple search field options the Advanced search tab offers the following additional sea
42. in the box Select either Scheduled or Not Scheduled from the drop down list Select a Start date for the work item the default option is the current day Click the box icon to the right of the date field to open the current calendar month and select the appropriate date Click the box icon again to close the calender window Select a Due date for the work item the default option is the current day Click the box to the right of the date field to open the current calendar month and select the appropriate date Click the box again to close the calender window Select any Notify rules check boxes that you want associated with this work item Default rules will be pre selected by the administrator Additionally the administrator can lock down notify rules to prevent workers from making any changes These rules are evaluated and e mail generated when the work item is saved Click View contact properties to view and edit the contact information associated with the work item For more information see View Contact Properties New Work Item on page 59 Click View asset properties to view and edit the asset information associated with the work item For more information see View Asset Properties New Work Item on page 63 Click E mail to send an e mail notifications about the current work item to other workers queues or select individuals For more information see E mail Messages on page 58 Click Link to link the current wo
43. is created Name Name of the category work items will be associated with Status The category is Active Altiris Helpdesk Solution User Guide 100 Chapter 7 Administration Edit Categories Categories The Edit categories page displays a list of all categories used to group work items together however the workers see fit The default set of categories cover a large portion of the problems typically encountered by the Helpdesk workers Categories use a hierarchical structure following a parent child relationship Main can be created with similar or same like topics created as levels below Example e Parent main topic Break Fix e Child topic Copier e Child topic Desktop e Child sub topic Monitor e Child sub topic Keyboard topic categories As you can see all child topics fall below Break Fix however Desktop needed further category topics to define elements of the desktop an 22 altiris Admin gt Categories gt Edit categories lt rcommands Admin Edit categories Admin z z Default category Not speci ed H Work items ot specifie Not specified New Category Categories Name Route to Status Nev rk item Find work items Work item queries Access the Web Install Printer Drivers Professional Services Training Recover Deleted Files ETA Not specified Default Recents sg How to Level 2 Common task
44. item changed Sends a message to the curr 0 Common tasks Work item reassigned Sends a message to a worke 0 New work item Find work items Work item queries Last query results Retrieve queued item Item F oo v 9 11 2002 1 57 33 PM Open 0 items Queued no queue led Next gt gt cancel 1 Click Admin gt Notify rules gt Delete rules 2 Select the check box next to the Notify rule s you want to delete then click Next 3 The notification rule s you are about to delete will appear on the screen Admin gt Notify rules gt Delete rules Delete rules Are you sure you want to delete the following items Notify rules Acknowledge Sends a message to the current contact when a work itemis 1 contact first created lt lt Back Finish Cancel A prompt will display the following message Are you sure you want to delete the following items 4 Click Back to change selected Notify rules to delete 5 Click Finish to delete selected Notify rules Altiris Helpdesk Solution User Guide 116 Chapter 7 Administration E mail Templates E mail Templates E mail notification is used to automatically generate and send e mail and pager e mail messages when a New work item is created or when an existing work item is modified E mail templates are created by Administrators and define the format of how the contents of e mail messages are sent to contacts The format for e mail templates
45. j4 minutes Total time 0 minutes Conta D ass nel CAT a eG Title Comment Category Not specified ha we other g ternal 20 Assigned tunassigned z Priority Medium z Status open z Schedule Not scheduled g ser 2 10 2003 Pues 2 10 2003 e Notify rules Attachments TF lacknowledge contact a TF Notify contact when closed I VIP work item Linked to Linked by See also Attachments page 55 Link Work Items page 56 E mail Messages page 58 Altiris Helpdesk Solution User Guide 54 Chapter 6 User Interface Additional Work Item Information Attachments Helpdesk allows you to upload files and attach them to the work item Workers or queues retrieving work items can use these files to debug and resolve the problems being reported There is no limitation on file types that can be attached to work items however IIS limits the size of files that can be uploaded Files that are too large will be rejected and an error message will be displayed If needed the IIS Administrator can increase the file size limit Mork items gt New work item New work item Bas EN az o Time spent 45 minutes Total time 0 minutes Attach files Upload file OO Browse Description OO Upload Remove Uploaded files To Attach a File to a Work Item 1 2 3 Click Work items gt New work item Click Attach Click Browse to navigate to the location of th
46. location unspecified will be displayed next to the asset s name Altiris Helpdesk Solution User Guide 64 Chapter 6 User Interface Additional Work Item Information The asset selected from the drop down list will be the asset that is associated with the work item when it is saved If none or the result count option select 2 found is selected then no asset will be associated with the item When an asset is selected the resource explorer and remote control image icons may or may not be visible and enabled The remote control icon will be visible if the selected asset is a computer and when the Altiris Carbon Copy Solution is installed The resource explore icons will be enabled if the selected asset was imported from a NS source If a contact and asset are specified when an item is saved then a contact asset association will automatically be made This association will be used for the auto association feature Auto Associating an Item s Contact Using the Asset When an asset is selected the system will determine if there are any contacts associated with the asset This is done only if a contact has not been selected from the Contact drop down list The Contact drop down list will be populated with any contacts associated with the asset and the first asset arbitrarily selected Auto association is attempted if an asset is selected from the Asset drop down list from the New work item page or in any operation tha
47. possible through this console Helpdesk will display an error instead of displaying the Helpdesk configuration page The value yes means that the databaseConfigCmd attribute must be present The value no means the error display command must be named in the denyCmd attribute databaseConfigCmd The value of this attribute must match the value of an id attribute of a lt command gt element defined in same web config file It should always refer to the Configure Helpdesk templated command This attribute is only necessary when allowDatabaseConfig is set to yes denyCmd The value of this attribute must match the value of an id attribute of a lt command gt element defined in same web config file Typically this command should refer to the Deny module It is required when allow DatabaseConfig is set to no sessionTimeout The value of this attribute must be an integer greater than 0 20 for example This attribute is useful for consoles that do not have a keepalive mechanism to keep their IIS sessions alive the user and winuser consoles use this attribute by default The default session timeout is configured in the main web config file and is initially set to 4 minutes lt credential gt This element defines how workers and users are authenticated by Helpdesk after being authenticated or not by IIS and NTLM security There is one required attribute workerMode and several other attributes that may or may not
48. prompt_lookup lt prompt gt lt lookup query name gt Altiris Helpdesk Solution User Guide 76 Chapter 6 User Interface Using Queries workitem_status_lookup_id prompt_lookup Select work item status StatusList This query requires your input Select work item status Planned Y Cancel The following lookup queries are available e PriorityList e StatusList e TypeList prompt_datetime lt prompt gt The parameter prompt_datetime lt Prompt gt will produce a datetime control labeled with lt prompt gt on an intermediate page where the worker can provide datetime data The control will be initialized with the current date and time The resolved parameter will be quoted Example prompt_datetime lt prompt gt workitem_modified_on gt prompt_datetime Work items modified after Work items gt Queries gt New quer This query requires your input Work items modified after 6 19 2002 E ok Cancel lt August 2002 gt Sun Mon Tue Wed Thu Fri prompt_date lt prompt gt The parameter prompt_date lt Prompt gt will produce a datetime control labeled with lt prompt gt on an intermediate page where the worker can provide date data The control will be initialized with the current date This parameter is particularly useful when querying against workitem_start_on and workitem_due_on fields because only the date portion of tho
49. requires webs to be hosted on NTFS Microsoft SQL Server 2000 is recommended SQL 7 0 approved MSDE is not recommended Microsoft Internet Explorer 6 0 or later is recommended all others browsers are supported Pentium III 933 MHz or higher 512 MB RAM 1 GB is recommended Altiris Helpdesk Solution User Guide 27 Chapter 4 Installation Helpdesk Setup Installation Before installing Helpdesk Solution review the Prerequisites on page 27 Installation has three phases that occur one after the other as a part of a standard Windows Installer installation 1 Setup 2 Altiris eXpress NET Configuration Wizard 3 Database Configuration Caution Notification Server must be installed before installing Helpdesk Solution Refer to the Altiris eXpress Notification Server User Guide on the product CD or on our web site at http www altiris com support documentation Important Notification Server install will create a Helpdesk database called AeXNS_Helpdesk that is used by Alert Manager Helpdesk Solution can be configured to use the existing database or create another If Alert Manager has been used you will want to use the AeXNS_Helpdesk database to maintain existing data If you are upgrading from a previous version of Helpdesk Solution then Helpdesk 5 6 will upgrade your existing database if you prefer Helpdesk Setup Setup installs the program files and creates a virtual under the default web site on the target server Note The n
50. to keep all category changes and return to the List categories page Altiris Helpdesk Solution User Guide 104 Chapter 7 Administration Copy Category Categories can be copied from one to another by using the Copy command Aass Craltiris lt SrCommands Admin Work items Contacts rs or vv yv Recent lt rCommon tasks Nev rk item rk items Find w Work item queries Last query re s d item Retrieve qu Item gt ed 9 10 2002 1 22 38 PM Open D items Queued no queue Edit categories Edit categories Not specified How to Access Email Access the Web Install Printer Drivers Professional Services Training Recover Deleted Files Use Handheld Use Phone View Email Attachment Other Reset Password Break Fix Copier Desktop beer Monitor fended Hood Lock ve Machine Discovery Email Copy to Copy category Break Fix Desktop Monitor Add Install z Insert as a child z Route to Status Default Level 2 Level 2 Desktop Level 2 Desktop Level 2 Desktop Professional Services Level 2 Desktop Level 2 Desktop Level 2 Network Level 2 Desktop Level 2 Level 2 Server Level 2 Level 2 Network Level 2 Desktop Level 2 Desktop Level 2 Network Level 2 Network Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop 1 Click
51. with the data from that particular work item update Rows are produced in reverse chronological order latest update first so the data in the first row output using this macro will match the data in the WORKITEM macro For Example lt TABLE gt HISTORY_LIST lt TD gt workitem_version lt TD gt lt TD gt workitem_modified_on lt TD gt lt TD gt workitem_modified_by_worker_name lt TD gt lt TABLE gt will produce a simple HTML table that shows who has modified the work item and when with the last update being the first row WORKITEM_LINK lt format gt lt format gt is a mix of text including HTML tags and arguments in the form lt workitem_field gt The lt workitem_fields gt are identical to those used in the WORKITEM macro This macro will produce an HTML lt A gt tag with the HREF parameter set to the work item report command for the current work item The text of the lt A gt tag is the evaluated lt format gt For Example WORKITEM_LINK workitem_title workitem_number produces for work item 1 title is First work item lt A HREF ep standard commproc asp command viewltem amp workitem 1 gt First work item 1 lt A gt The URL that is produced points to the standard work item report in Helpdesk Solution If a person who reads this mail and clicks on the link is not a known Helpdesk Solution worker then the normal challenge occurs This macro is intended for
52. work items assigned to the queue Unlike workers the e mail address for queue can be several SMTP addresses separated by a semicolon A queue cannot create or update a work item a contact or asset except through a Notification Server policy or other third party contrivance Inactive queues do not show up in the drop down list of workers or queues however work items assigned to a queue when it was inactivated are still assigned to it and workers who have that queue selected to retrieve from will still pull work items from the inactive queue until the queue is empty Workers gt List queues lt rcommands Admin Queues New queue Work items gt Queues Ca Contacts gt Name Status 60 f Asset Management Active Assets 689 Deployment SW Delivery Active Workers d AA Helpdesk Inactive 64 Human Resources Active R t RECO 68 f Level 1 Active lt rcommon tasks ef Level 2 Active New work item 6 f Level 2 Desktop Active A 609 Level 2 Network Active Find work items 60 f Level 2 Server Active Work item queries br Operations Active 64 Professional Services Active Last It oe cates ren ig 609 Supervisor Active Retrieve queued item Click Workers gt List queues 2 Click View next to the queue to view details 3 Click Edit next to the queue to edit 4 Click New queue to add a new queue View Queue View queue View queue Operations Queue properties Queue Name
53. 2 lt rcommands Admin items Contacts ers rv vvv lt rCommon tasks 9 Click Import more to return to the Import from source page and import more sources Note The import report page may show the Number of resources processed is not the same as the number shown by the Count operation step 6 this is not an error The actual number of resources processed depends on factors not considered during the Count operation for performance reasons nor does it include changes that have take place since the Count operation was performed 10 Click Done when finished Altiris Helpdesk Solution User Guide 127 Chapter 7 Administration Configure Helpdesk Configure Helpdesk The Configure Helpdesk page lets you configure the Helpdesk Solution s SQL database Note The first time the Helpdesk console is selected as well as completing the Helpdesk ASP NET Config wizard the page shown below will display without the left hand menu options and there will NOT be a Cancel button available You must configure the Helpdesk SQL database successfully before the rest of the features can be accessed altiris ss Configure Helpdesk Configure Helpdesk Enter the name of your SQL Server and the database you would like to use If the database does not exist it will be created an isasser2 i aexHelpdesk_5_6_109 F Use SQL login instead of Helpdesk trusted connection User name
54. Altiris eXpress Helpdesk Solution 5 6 SP1 User Guide 17 a E i k b L l mtultiney ma na gea bil Ey o Eee altiris Notice Copyright 2000 2003 Altiris Inc All rights reserved Product Version 5 6 SP1 Document Date March 12 2003 Bootworks U S Patent No 5 764 593 RapiDeploy U S Patent No 6 144 992 Due to the inherently complex nature of computer software Altiris does not warrant that the Altiris software is error free will operate without interruption is compatible with all equipment and software configurations or will otherwise meet your needs The content of this documentation is furnished for informational use only is subject to change without notice and should not be construed as a commitment by Altiris Altiris Inc assumes no responsibility or liability for any errors or inaccuracies that may appear in this documentation For the latest documentation visit our Web site at www altiris com Altiris the Altiris logo BootWorks Inventory Solution LabExpert PC Transplant RapiDeploy and RapidInstall are registered trademarks of Altiris Inc in the United States Carbon Copy is a registered trademark licensed to Altiris Inc in the United States and a trademark of Altiris Inc in other countries Altiris eXpress Altiris Vision Application Mgmt Solution Application Metering Solution Asset Control Solution Asset Mgmt Suite Client Mgmt Suite Compliance Toolkit
55. Common tasks Toolbar Description The following diagram describes the toolbar Save this item View asset Link this item and view report Cancel properties to another item ee V2laoyi as Time spent fg minutes Total time 0 minutes Save this item Send e mail when N and start a new one this item is saved Mi View contact Add attachments properties to this item Altiris Helpdesk Solution User Guide 50 Chapter 6 User Interface New Work Item Work Item Page Description Page Items Item Description Title Description of the problem or request Category Categories are associated to a worker or queue Assigned Worker or queue for the work item Priority Priority status is low medium high and ASAP Status Select a Status from the drop down list The default status is open Type Type of work item Schedule The work item can be a scheduled event Start Type the work item start date or accept the default Due Type the work item due date External ID Type an External ID Comment Type additional details or further explain the work item Notify rules Notifications sent to workers queues or other contacts to inform them of work items Attach Attach files to a work item Attachments List of files attached to a work item Linked to List of other work items the current item is linked to Link Click to link an existing work item to the current wo
56. Conflict Analysis Solution Contract Mgmt Solution Deployment Server Deployment Solution Education Mgmt Suite Helpdesk Helpdesk Solution HP Client Manager Software Lab Mgmt Suite Migration Toolkit Mobile Client for SMS My IT Forum Notification Server Problem Mgmt Suite Server Mgmt Suite Server Monitor Solution Site Monitor Solution SW Delivery Solution TCO Mgmt Solution Unix Client for SMS Unix Inventory Solution Unix SW Deliver Solution Web Admin for SMS Web Reports and other product names are trademarks of Altiris Inc in the United States and other countries Microsoft Windows and the Windows logo are trademarks or registered trademarks of Microsoft Corporation in the United States and or other countries HP is a registered trademark of the Hewlett Packard Corporation Compaq is a registered trademark of the Hewlett Packard Corporation All other brand names are trademarks or registered trademarks of their respective companies Altiris Helpdesk Solution User Guide 2 Contents Notice iii A a 2 PTe aACe 000 rr AR AAA la A ea ea a 6 Chapter 1 Introducing Helpdesk Solution oooooccoocnrnr eee 9 Features and Benefits ici A fein A E ea 11 system Requirements ii dee ena A ae dt 12 Chapter 2 Installing and Setting Up eXpresSS oooooocccoccocnnrnr ee 13 Step 1 Notification Server Computer Requirements 2 2 0 2 020 c eee ees 14 Step 2 Install Helpdesk Solution 66 ett 19 Step 3
57. ETEXT and CONTAIN searches If full text searches have been configured the user is limited to this type of search Any valid Transact SQL wildcard character can be used e g _ The following MSDN article discusses wildcard searches http msdn microsoft com library default asp URL library psdk sql ts_tsqlcon_6lyk htm IMPORTANT Do not include the LIKE predicate in the search field this will be done for you Using Queries The Queries option lets workers access work item data by running a query creating a new query or deleting an existing query they previously created Queries provide workers a flexible way to access work item data A number of useful queries are included as shared queries or queries common to all workers The query system includes a parameter replacement system so that input can be solicited whenever the query is run Note that the query system only works against the most recent version of all work items however any valid Tansact SQL WHERE clause minus the word WHERE can be entered as the expression to be evaluated See Also List Query page 71 New Query page 71 Modify New Query Search page 72 Query Data Types page 73 Query Parameter Replacement page 76 Altiris Helpdesk Solution User Guide 70 Chapter 6 User Interface Using Queries Delete Queries page 78 Last Query Results page 79 List Query The List query page displays a list of pre defined queries to help you mana
58. Helpdesk Solution User Guide 46 Chapter 6 User Interface Altiris eXpress Helpdesk Consoles Helpdesk Worker Console Default Page Description The Helpdesk worker console displays the Work report as the default page The left hand menu page is divided into three sections Commands Common tasks and the Item and Count section The first two sections consist of links in cells that display additional menus fly out menus when the cursor hovers over them Cells with a right pointing arrow will open to display the additional commands Clicking on the link instead of hovering will execute the first command in the fly out Each menu link and its fly out menus if any is described below SO altiris Work items gt Worker report Worker report Worker altiris khennebry period ao E My Items Priority Requested Planned Open Late Overdue Resolved Held Closed 2 items 0 items Ditems 2 items Oitems Oitems Oitems Oitems 0 items lt rCommands Work items Contacts Assets vrv y Recents lt rCommon tasks New work item Find work items Moni a High Open Break Fix t How fie Medium Open How to Access Email Need to in KHennebry ASAP Open How to Install Printe New netw KHennebry High Open How to Install Printe Work item queries Last query results Retrieve queued item Edit Item ior Y 9 26 2002 12 37 22 PM Open 2 items Queued
59. INK 0033cc VLINK 0033cc gt lt BASEFONT FACE Verdana Arial Geneva Sans Serif SIZE 2 gt lt l Header oooooocoocooooooooooooooooo gt lt TABLE BORDER 0 CELLSPACING 0 CELLPADDING 0 WIDTH 10096 gt zi M Interpret as HTML M active OK Cancel Click Admin gt E mail templates gt List templates 2 Click Edit next to the E mail template name 3 Edit the fields For information on each of the box entries see New Template on page 118 4 Click OK to save Default E mail Templates E mail Templates Provided by Helpdesk Solution Item Description Change notification Terse HTML message used to notify workers when modifications are made to a work item assigned to them Thank you An acknowledgement message appropriate for Helpdesk Solution guests Thanks the recipient and confirms the submitted data Guest issue addressed A notification message appropriate for Helpdesk Solution guests Thanks the recipient and describes the resolution Created by VIP contact Plan text message used to notify workers that a work item has been created by a contact that is a designated VIP Work item reassigned A message saying that a work item assigned to the recipient has been assigned to someone else Work item Plain text message for corresponding about work items correspondence Short alert Short message for paging workers Altiris Helpdesk Solution User Guide 119 Chapte
60. Manager See Also e Contacts on page 80 Note Contact data imported from Notification Server but modified in Helpdesk is not overridden on subsequent imports For complete data integrity contact data should be modified in Notification Server via regular updates then imported from Helpdesk on a scheduled basis Altiris Helpdesk Solution User Guide 24 Chapter 3 Helpdesk Overview Work Items Work Items Assets A work item defines a task to be performed Work items are created by workers in the worker console by users via the self help console or by events passed from Notification Server to Helpdesk Administrators can allow users to create work items themselves by providing an appropriate the URL and access to a user console A work item is assigned to either a worker or a queue Work item routing rules are applied to determine which worker or queue will be assigned a given work item whenever a work item is created or modified Workers can use the Retrieve command to retrieve work items with the earliest creation date from their assigned queue Additionally workers can find work items by generating queries in the Work item queries page and the Find work items page Note The Retrieve command retrieves work items based on settings selected in the workers preferences section in the Admin console A work item may be a current issue to be solved or a task planned to be done in the future A planned work item is given a start date
61. S source a link will be displayed that will invoke Web Admin for SMS so that the user can use the resource tools remote control explore the inventory or view properties on the given resource Another benefit to using Web Admin for SMS is when you are browsing inventory Work item updates that have been published will be presented as HTML links to Helpdesk Solution Click on a link to invoke Helpdesk Solution and the work item report will be displayed 9 Clear the check box if you DO NOT want the status Active 10 Click OK to save Edit Source Admin Recent lt rcommands 3 ni lt rCommon tasks sa ARES KT Edit Source Edit Source JSASSER2 Name JSASSER2 fsasser2 Jaexns_e74 M Use SQL login instead of Helpdesk trusted connection rvv vv rk item FP Update Helpdesk from this source on a schedule M active oK Cancel Pb OO N Click Admin gt Sources gt List source Click Edit next to the source name to modify changes to the source Modify the box entries as needed Click OK to save Altiris Helpdesk Solution User Guide 126 Chapter 7 Administration Sources Import from Source Importing large numbers of resources can take a considerable amount of time For imports of thousands of resources use the auto update feature to avoid time outs and other problems Any number of contacts can be imported though computers are licensed You can only
62. Save query link at the bottom of the page allows you to save the last query The Save query link will be disabled unless a Last query has been established in the current session When you click Save query the New query command will be invoked with context The last query expression will be displayed in the Expression text box 5 Click View or Edit next to the work item to view or edit the record Altiris Helpdesk Solution User Guide 79 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 Work items gt Retrieve queued item Retrieve queued item Queues 6 Asset Management 64Deployment SW Delivery 6d Helpdesk 6 Human Resources Level 1 Go Level 2 6 Level 2 Desktop 64 Level 2 Network 64 Level 2 Server 64 Operations 6d Professional Services 6d Supervisor S 06renef ooog 1 Click Work items gt Retrieve queued item listed below Commands lt OR gt 2 Click Retrieve queued item listed below Common Tasks 3 Click View next to the queue item name to dis
63. Select Status from the drop down list Type Select Type from the drop down list Find Click to begin search for work item Reset Click to clear the form Cancel Click to abort function Altiris Helpdesk Solution User Guide 67 Chapter 6 User Interface Find Work Items Find Work Items Advanced Tab Work items gt Find work items Find work items Simple Advanced Title SSI wildcard search slow Comment wildcard search slow Category Htany Scope Exact category Pattern Assigned Tany External ID lS Priority anyl Status tany Type any Contact A EOmail _ E Asset Ho Asset type any Modified by O Y Created by lS Modified before after 2 20 2003 I created before after 2 20 2003 I Start before after 2 20 2003 Due before after 2 20 2003 Assigned Priority Status Category Modified Monitor Broken Level 2 DesktMedium Break OFix 2 13 2003 2 59 5 Cannot access the Internet Level 1 Medium Not specified 2 11 2003 6 13 Driver Error Kathi Medium Not specified 2 13 2003 2 26 Need printer installed Level 1 Medium Not specified 2 10 2003 2 06 Cannot access eOmail server Level 1 Medium Not specified 2 10 2003 2 00 Monitor screen is blue Level 1 Medium Not specified 2 10 2003 2 14 y Items 1 to 9 of 9 3 fz Rows per page 50 ADA O E Sav
64. access is disabled or access is restricted using NTFS access control lists Basic authentication password is sent in clear text Select a default domain Edit JS Digest authentication for windows domain servers IV Integrated Windows authentication Cancel Help Anonymous access Users can submit anonymous requests Helpdesk will use a guest worker account for these requests It is important to not enable this for consoles or folders that contain important Helpdesk commands like the Admin and Worker consoles Instead only consoles that offer limited functionality such as the Guest console should be configured to permit anonymous access Basic authentication Workers can submit their identification domain username and a password to be authenticated Passwords are not transmitted using encryption therefore we do not recommend this method under normal circumstances however if Basic Authentication is not enabled then Netscape and Opera users cannot connect to the Helpdesk Worker or Admin entry points Integrated Windows Authentication This uses a cryptographic exchange with the user s Internet Explorer web browser to confirm the identity of the user You should always configure every entry point to allow Integrated Windows authentication even if you do not expect the users of the consoles in that entry point to use it We recommend that all environments use Integrated Windows Authentication for ti
65. ame of the web site is AeXHD not case sensitive If that web site already exists it is overwritten The logged in account should have full admin sa privileges on the SQL Server that will be used Beside the Helpdesk Solution files the NET Framework and MDAC 2 7 components may have to be installed This will happen automatically You may have to reboot the system after the installation has completed Setup will resume automatically after the system is rebooted Helpdesk Solution files will not be installed until after the NET Framework and MDAC 2 7 components have been successfully installed IMPORTANT Helpdesk installs the latest NET Framework service pack available at the time Helpdesk Solution was released Be sure to install the most current NET Framework Service Packs available or critical updates as soon as possible You can find the NET Framework and service packs on the Microsoft Windows Update site 4 Insert the Altiris CD Note If you are installing from the Altiris web site you do not need the CD 5 Click Start and select Programs gt Altiris gt Altiris eXpress gt Notification Server gt Web Administration Console to start the Web Administration Console 6 Make sure that you are pointing to the Solution Center location you want to use CD Altiris web site or other a Click the Configuration tab b In the left pane click Solution Center c Select the correct Solution Center location then click Apply 7 Click the Sol
66. an add a New contact altogether Note The Properties button controls whether or not the next page will be the New work item page or the Contact properties page The only exception is when the New contact option is selected in which case both OK and Properties will take the user to the Contact properties page 5 Click OK the selected contact will be associated with the work item Altiris Helpdesk Solution User Guide 62 Chapter 6 User Interface Additional Work Item Information View Asset Properties New Work Item The View asset properties page displays an Asset form used to view and edit information about the asset associated to the current work item The Items list at the bottom of the page shows all work items currently associated with the same asset Work items gt New work item New work item E 158 23 as E 0 Time spent minutes Total time O minutes Name monitor SCS Type Computer Y External ID Location ndon office SSS Office Manufacturer NEC Model 4 Serial 123456789 Asset tag gt IP address 4 Organization mmn El a Select organization or type new one Comment add comments here Assigned Priority Status Category Modified AS Monitor screen is blue Level 1 Medium Open Not specified 2 10 2003 2 14 7 List of items associated with the asset Monitor y Items 1 to 1 of 1 Page 1 of 1 1 E Rows per page 5q Se gt gt gt F To View Asset Proper
67. an be used if the Helpdesk identity VPN and domains are correctly configured Attachments are stored on the satellites where they were uploaded Customize with Ease Helpdesk Solution is 100 web based to meet the needs of any organization Helpdesk Solution provides the ability to extend the database or simply change the look and feel of the interface with the use of any text editor Helpdesk Solution also comes with a selection of sample consoles that allow users to create their own work items By allowing end users to create their own work items administrators can reduce the amount of time their workers spend on the phone and increase their time solving issues Helpdesk Solution improves service levels and reduces IT costs across your organization allowing you to Notify your IT department of business critical events e Allow workers to remotely manage their own Helpdesk tickets from any browser or CE device e Use a self help console to reduce the number of incoming calls to the help desk Report business critical information via the web e Quickly install and configure Helpdesk Solution into any business environment e Customize the user interface for take advantage of different features and provide a custom look and feel Features and Benefits eXpress provides many features and benefits The following lists describes some of these features Features 1 Web based e Allows organizations to easily share and access data 2 R
68. and a due date The date and time information is used to determine Service Level Agreements worker schedules and the elapsed time to completion See Also e New Work Item on page 50 Assets are real devices such as computers printers phones or furniture that are identified as unique objects in the database Assets can be associated with work items and contacts For example if an end user reports a problem printing to a network printer a worker has the option of associating that printer with the work item Associating assets with work items is important when running reports detailing machine object history This allows administrators to run reports based on specific hardware devices and associated costs Asset information includes the following Name e Type Computer e Printer e Phone Modem Network Port Document e Application e Other External ID Location Manufacturer Model Serial Asset Tag OS Operating System IP Address Organization Comment Asset is either active or not active Altiris Helpdesk Solution User Guide 25 Chapter 3 Helpdesk Overview Integration with Microsoft Systems Management Server SMS Integration with Microsoft Systems Management Server SMS The integration with Microsoft SMS is bi directional Work items defined in Helpdesk Solution can be linked into the SMS database based on assets that were previously imported from SMS into Helpdesk This permits SMS administrators to view p
69. and other business critical information e Access e mail alerts or help desk issues remotely from desktops or handhelds e 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 Web ol Console O rem Helpdesk Solution Notification Console a mun Et ed Server Alert Manager with Notification Server Microsoft SMS 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 Chapter 1 Introducing Helpdesk Solution Helpdesk Solution integrates tightly with Microsoft SMS by reflecting work orders from Helpdesk Solution into the SMS
70. ation Select Contact New Work Item The Select a contact page allows workers to associate the current work item with a specific contact Workers can select from one of six options The find option will only display those contacts already in the Helpdesk system Work items gt New work item New work item BS 2 amp y AZ i Time spent 777 minutes Total time 0 minutes Contact none selected Keep current contact Remove current contact New contact Conta ted with the current asset Recent contact John Smith Find contact Name NT ID EOmail Phone f sl Company C Department cr Organization any 7 Title Oooo o o o i i Employee ID NA Status any vir any Enter pattern and click find y ok Properties Cancel To Select a Contact 1 Click Work items gt New work item 2 Click Select a Contact 3 Click one of the following options Keep current contact Remove current contact New contact Contact associated with current asset The drop down list displays the contacts who have been associated with the currently selected asset e Recent contact Find contact e Type search criteria in any of the text boxes click Find at the bottom of the page From the drop down list below Find select a contact from the list of results 4 Click Properties to go to the Contact page You can Edit the selected contact s information or you c
71. be required depending on the value of workerMode The five entry points web config files that ship with Helpdesk demonstrate all useful combinations of attributes workerMode worker winUser guest user worker This mode requires users of the consoles defined in this entry point to be enrolled as workers in Helpdesk The NT ID provided by the browser is used to identify the worker Workers typically have access to the full functionality of Helpdesk except for administrative functions Other required attributes allowSelfEnrollment selfEnrollmentCmd denyCmd winUser This mode requires users of the consoles defined in this entry point to be defined as contacts in Helpdesk An NT ID provided by the browser through IIS Integrated Windows Authentication is required to identify the contact Consoles defined using this mode usually have only limited Helpdesk abilities to create new work items and to review and updates work items previously created by them This mode is appropriate for end users in an intranet environment where Integrated Window Authentication is available Workers can use consoles with this credential also because workers are contacts with valid NT IDs However they will not be able to access full worker functionality Other required attributes allowSelfEnrollment selfEnrollmentCmd denyCmd guest This mode is for completely anonymous access to Helpdesk to create new work items fo
72. can be simple using straight text or complex using HTML and macros List Templates There are three types of e mail templates they are as follows E mail notification Best used for notification rules that deliver long formatted messages Pager notification Best used for notification rules that use short text only messages E mail action Used for the work item e mail operation Additionally a very sophisticated macro language is supported and can insert work item data directly into e mail template data fields Admin gt E mail templates gt List templates lt rCcommands 5 Arain 5 List templates Wasi Tamalata EE 7 E mail templates Contacts Status Assets 64 P Change notification Yes E mail notifica Active gt 6d ff Thank you Yes E mail notifica Active Workers 64 Guest issue addressed Yes E mail notifica Active Recent nay Created by VIP contact No E mail notifica Active 66 f Work item reassigned Yes E mail notifica Active ney erase packs 60 Y Work item correspondence No E mail action Active New work item 6d Short alert No Pager notifica Active Find work items Work item queries Last query results Retrieve queued item Item or ff 9 13 2002 12 22 40 PM Open D items Queued no queue 1 Click Admin gt E mail templates gt List templates 2 Click View or Edit next to the specific E mail template to view or edit template
73. ccess Helpdesk Consoles You can give workers a custom URL so they can load a console more quickly To create a custom URL 1 Make sure that the DNS server is set up on the server that Helpdesk Solution is on The server that Helpdesk Solution is on must have a static IP address 2 Add an alias custom URL into the DNS server and point it to the same URL as the server that Helpdesk Solution is on 3 Puta redirection script in your default asp page For example lt html gt lt head gt lt title gt lt title gt lt meta http equiv refresh content 0 url http servername webname user default aspx lt head gt lt html gt substituting servername and webname with the appropriate values 4 Now you can type the alias name to access the Helpdesk Solution console Example Suppose you work for a company named acme and have a server called brutus The URL to access this server is brutus acme com This server has an IP address of 172 16 10 400 When you type in brutus acme com the request goes to the DNS server and the server sees that the URL should point to 172 16 10 400 Suppose you want to add the alias helpdesk acme com You would add helpdesk acme com into the DNS server and point it to the same URL as brutus acme com Now when you type either helpdesk acme com or brutus acme com the DNS server sees that both requests go to 172 16 10 400 Next you add a re
74. ce Name o SQL Server Database LD M Use SOL login instead of Helpdesk trusted connection A SQL Login _ J lt rCommon tasks x Taa Password work item work items I Update Helpdesk from this source on a schedule Ne item qu M active query ok_ _ cancel Retrieve queued tem Click Admin gt Sources gt New NS Source Type the resource Name in the box Type the SQL Server name in the box Type the Database name in the box If you select Use SQL login type a Login name in the box Type a Password in the box on O on Q N Sources Clear the check box if you DO NOT want to Use SQL login instead on Helpdesk trusted connection Select the check box to Update Helpdesk from this source on a schedule The schedule is set by the main Notification Server even if it is not a source The default schedule occurs every 30 minutes only assets whose data has changed is imported during auto update 9 Clear the check box if you DO NOT want the status Active 10 Click OK to save New SMS Source altiris Admin gt S es gt New SMS Source lt rcommands New SMS Source min items Name L S SQL Server q Database Ho M Use SQL login instead of Helpdesk trusted connection SQL Login _v YI Password Ho FP Update Helpdesk from this source on a schedule Re nt lt iyCommon tasks 1 item
75. ce level agreements work items by platform worker performance work item schedule history total cost of ownership TCO and others Report customization is available to administrators who need additional reports The Helpdesk Solution reports can be accessed through the Notification Server Web Administrator by clicking Start gt Programs gt Altiris gt Altiris eXpress gt Notification Server gt Web Administration Console then in the left pane selecting Helpdesk Solution gt Reports 3 craigw E a Altiris express Configuration Collections C Packages 2 Policies Reports Helpdesk Solution Collections 2 Policies E Reports CQ Cost Analysis 3 Customer CQ Helpdesk Activity 3 High Priority Q Planned Work Problem machines platforms users Ga Service Level Agreement Top level category reports 3 Work item Activity Trend Q Work item history Worker Performance 3 Inventory Solution Y Collections Packages Policies m Qamma A F H A For cost reports the amount of time and the worker s hourly rate are used to compute the cost associated with the work item When combined with the inventory data organization location platform components etc it is possible to produce TCO reports For specific assets Helpdesk Solution provides instant access to Helpdesk Solution and SMS information Helpdesk Soluti
76. cel 1 Click Work items gt Delete contacts 2 Type the search criteria in one or more of the boxes then click Find 3 Select the check box next to the contact you want to delete 4 Click Next to continue Altiris Helpdesk Solution User Guide 133 Chapter 7 Administration Delete Assets 5 The contact items you selected will appear Contacts gt Delete contacts Delete contacts Are you sure you want to delete the following iterns Name NT ID Email Phone Company Ed Galbraith altiris egalbraith2 egalbraith altiris com 801 805 1114 Altiris lt lt Back Finish Cancel A prompt will display the following message Are you sure you want to delete the following items 6 Click Back to change the selected contacts to delete 7 Click Finish to delete selected contacts Delete Assets The Delete assets page lets you Find and Delete assets from the Helpdesk systems database Caution Deleted assets are permanently removed Assets gt Delete assets Delete assets Mames A Tes Fey H External 1B Mm Location A Manufacturer 7 Model 2 Serial AA Asset tag IP address PA Status fany 3 Organization Ftanyi H Find Name Type External Id Serial Asset tag pD DVD Player Computer Monitor Computer O Network Hub Network port mec Computer 1234 ig Next gt gt Cancel 1 Click Work items gt Delete assets 2 Type the search criteria in one or more of the boxes then click Fin
77. cents Work it Sends a message to the current assig 0 Yes No No Active Work it Sends a message to a worker when a Yes No No Active Common tasks New work item Find work items Work item queries Last query results Retrieve queued item Item or 9 23 2002 2 35 24 PM Open D items Queued no queue 1 Click Admin gt Notify rules gt List rules 2 Click Edit next to the specific Notify rule to view or edit rule Default Rules The Helpdesk Solution provides a set of default notification rules they are as follows Notify Rules Provided by Helpdesk Solution Item Description Acknowledge contact Sends a message to the current contact when a work item is first created Notify contact when Sends a message to the current contact when the work closed item has been closed This is appropriate for Helpdesk Solution guests It thanks the recipient and describes the resolution VIP work item Sends a message to the Supervisor when work item is initiated by a VIP contact assumes that Supervisor virtual worker has a valid e mail address Work item changed Sends a message to the current assignee whenever a change occurs in the work item Work item reassigned Sends a message to a worker when a work item has been reassigned Altiris Helpdesk Solution User Guide 112 Chapter 7 Administration Notify Rules New Notify Rule Admin gt Notify rules gt New rule New rule
78. ces Training Professional Services Find work items Recover Deleted Files Level 2 Desktop A f Use Handheld Level 2 Desktop Work item queries Use Phone Level 2 Network Last query results View Email Attachment Level 2 Desktop A Other Level 2 y ad Reset Password Level 2 Server Break Fix Level 2 stem s 4 Copier Level 2 Network Desktop Level 2 Desktop 9 23 2002 2 26 29PM Lu Monitor Level 2 Desktop A leas Modem Level 2 Network Ditems E NIC Level 2 Network Queued no queue Keyboard Level 2 Desktop bead Mouse Level 2 Desktop ATY Drive Level 2 Desktop Ed Hood Lock Level 2 Desktop Esses Machine Discovery Level 2 Desktop bene Other Level 2 Desktop Email Level 2 Desktop Frenne Email Won t Run Level 2 Desktop Not Receiving Email Level 2 Network issu Can t Send Email Level 2 Network El 1 Open Admin console by entering either the complete URL http lt server name gt aexhd admin Default aspx or by entering a shortcut URL alias if created lt OR gt 2 Enter through the main entry point Altiris eXpress Helpdesk consoles http lt server name gt aexhd then click Helpdesk Admin console 3 Click Admin gt Categories gt List categories 4 Click Edit on the toolbar to go directly to the Edit categories page List Categories Page Description Page Items Item Description Default category Select a Default category for items to be associated with if no category is selected at the time a work item
79. close the internet browser The Active flag for New worker is different than the Active flag for Contacts Workers can still be active contacts but listed as an inactive worker Workers gt New worker New worker Worker information Worker name ourly rate prompt E M active Contact information Name L Title Do Phone Pager e mail Company information Loc ni _ 7 Select organization or type 1 Click Workers gt New worker 2 Type the Worker information in the box form on the screen 3 Click OK to save Edit Worker There are two ways to modify worker information the Edit icon is found in the upper right hand corner of the display on both the View worker page and the List worker page 1 Click Workers gt List workers 2 Click View next to the worker name to display worker information 3 From the View worker page click Edit in the upper right hand corner to go to the Edit worker page 4 From the List worker page click Edit next to the worker name to modify 5 Click OK to save Altiris Helpdesk Solution User Guide 136 Chapter 7 Administration List Queue List Queue Queues are Helpdesk objects similar to workers that work items can be assigned to Queues do not correspond to a specific worker A queue cannot have an NT ID associated with it but it can have an e mail address so that notification e mails can be sent to the person or group responsible for
80. console appropriate for anonymous access from the Internet 1 Click Start gt Programs gt Altiris gt Altiris eXpress gt Helpdesk Solution gt Helpdesk Consoles 2 Type the following URL in your web browser http lt server gt AeXHD 3 Create a custom URL alias and type that alias in your web browser The following consoles are used in Helpdesk Solution Administrator Console The Admin console provides full access to the Worker console as well as the following administrator functions e Setup and configure Setup and configure queues e Manage asset and contact data sources e Publish bulletins e Manage the work item category list Configure work item routing rules E mail template content Configure and maintain the database Import data from multiple sources Notification Server and Microsoft Systems Management Server SMS Configure notify rules Worker Consoles The Worker console allows workers to do the following e Create search and manage work items Define and view detailed managed assets e Create user contact information Run queries e Create and manage service requests e Generate custom worker reports e Remotely control machines requires Altiris Carbon Copy Altiris Helpdesk Solution User Guide 22 Chapter 3 Helpdesk Overview Workers and Worker Queues Workers User Consoles The My Helpdesk console allows users to the following submit work item requests track sta
81. ct Asset Type a description of the asset Asset type Select the Asset type from the drop down list Modified by Type a worker name who modified the asset Created by Type a worker name who created the asset Modified by date Type the date range to search then select either the before or after range option Created by date Type the date range to search then select either the before or after range option Start by date range Type the date range to search then select either the before or after option Due by date range Type the date range to search then select either the before or after option Find Click to begin search Reset Click to clear form Search in Comment or Title Field You can search within the comment field of a work item Unlike searching in other fields which search only the current state of the work item searching in comments works against the current state of the work item as well as historical work item data This is very beneficial as workers search work items for helpful solutions to similar problems Full text searching using FREETEXT and CONTAINS Transact SQL syntax is supported but may require configuration Full text searching provides very powerful searching within the comment field If MS SQL 7 or 2000 has not been configured for full text searching searches can still be done using Transact SQL wildcard character searches see Wildcard Searches below These searches are more limited than
82. d 3 Select the check box next to the asset you want to delete 4 Click Next to continue 5 The asset items you selected will appear Altiris Helpdesk Solution User Guide 134 Chapter 7 Administration Workers Assets gt Delete assets Delete assets Are you sure you want to delete the following items e External Id Serial Monitor Computer lt lt Back Finish Cancel A prompt will display the following message Are you sure you want to delete the following items 6 Click Back to change the selected assets to delete 7 Click Finish to delete selected assets Workers List Workers The List workers screen allows the Administrator to add New View or Edit workers information Workers gt List workers Commands ba List workers Admin Work items MALE Contacts gt Name Full Name Phone Cell E mail Queue Status Keso p 6d g Bob Smith Bob Bsmith altiris Level 2 Active 60 buhrhan Byron Uhrhan buhrhan altiri prom Active Workers gt 6 egalbrait Ed Galbraith 801 805 1114 egalbraith alti prom Active Recent gt fPJSasser Jared Sasser jsasser altiris prom Active 60 KHennebry Kathi Henne 805 1161 khennebryGalt prom Active Common tasks 64 mashton Michael Ash mashton altiri prom Active New work item EP rgines Rick Gines 801 555 1212 rgines altiris prom Active Find work items Work t
83. d aei a aaraa a pa Be di A save cet ARO 52 Additional Work Item Information ooocoooooooo 54 Attachments er wer diet ew a hind Soe ei ede eee A gh eee tet 55 Altiris Helpdesk Solution User Guide 3 Contents Link Work Items nce bee orto bide eee eee ee ee bee ee ea eee 56 Email Messages ise Miao td td fick bisa tah 58 View Contact Properties New Work Item oe eee 59 Find Contact New Work Item tees 61 Select Contact New Work Item wd 6 tees 62 View Asset Properties New Work Item ee 63 Find Asset New Work Item eee ee 64 Select Asset New Work Item eee 65 Find Work Items oca A Gelade Oa eae Rada eee ee daa waa 66 Search in Comment or Title Field 1 1 tees 69 Using GUSTES carne tai ines woes A aed na wee etal ate aed 70 LISt QUERY acorns oe a etait a tit a eee a Gud shah ae Cetin ae eke 71 New GiUe acecda nied ticbeaigedduddapaerideedenentanddstecdeded A ais 71 Modify New Query Search 6 een eee eee 72 Query Data Types ir A a nM ot AMAA oat eet ils 73 Query Parameter Replacement 6 teen e eee 76 Delete Queries ici a a ated dw Eaten ace 78 East Query Results ueconensare ato nari soma end A ge ae ne elas wba ARA 79 Retrieve Queued ltem kk ee ed eee 80 Contacts ni A aaa eee as eh beara Dai ane eee a ali ae ta ee a Sa 80 New Contact torta E AA a aegis 82 ASSIS ad daa id a A apa AE al 84 NewiAsset a shi Beara a a cl bad a E 85 Recents ta A A ee a AAA AA E A ADS 87 My Helpdesk Console t
84. d for the contact the text message phone unspecified will be displayed next to the contact s name The contact selected from the drop down list will be the contact that is associated with the work item when it is saved If none or the result count option select 2 found is selected then no contact will be associated with the item If a contact and asset are specified when an item is saved then a contact asset association will automatically be made This association will be used for the auto association feature Auto Associating an Item s Asset Using the Contact When a contact is selected the system will determine if there are any assets associated with the contact This is done only if an asset has not been selected from the Asset drop down list The asset drop down list will be populated with any assets associated with the contact and the first contact is arbitrarily selected Auto association is attempted if a contact is selected from the Contact drop down list from the New work item page or in any operation that results in a contact being selected from the Select a contact page New contact Recent contact and Find contact To Find a Contact 1 Enter a partial name or phone number into the Find text box and then click Find 2 When the search results appear click the Contact drop down arrow and select a contact Altiris Helpdesk Solution User Guide 61 Chapter 6 User Interface Additional Work Item Inform
85. d in an intranet environment Work item request NT User End user console appropriate for employees with an NT Id in an intranet environment fewer features Work item request User End user console for internet or intranet use Users are tracked by e mail address Work item request Guest End user console appropriate for anonymous access from the Internet Client Access Helpdesk workers access the Helpdesk console interface by typing the URL in the address box of the internet browser Altiris eXpress Helpdesk consoles http lt server name gt aexhd Helpdesk Admin console http lt server name gt aexhd admin Default aspx Helpdesk Worker console http lt server name gt aexhd worker Default aspx My Helpdesk console http lt server name gt winuser Default aspx Work item request NT User http lt server name gt winuser NTUser aspx Work item request User http lt server name gt winuser Default aspx e Work item request Guest http lt server name gt aexhd guest Default aspx Replace server name ofthe URL with the server name provided by the System Administrator Using Integrated Windows Authentication requires workers to be logged in to the client computer using their NT account Note You can simplify access to the worker consoles by creating a URL alias shortcut To create a URL alias shortcut see Create Custom URL to Access Helpdesk Consoles on page 93 Altiris
86. database and permitting SMS administrators to view problems and or planned work from their console A thumbnail of the SMS inventory is recorded with the work item in the Helpdesk Solution database Helpdesk Solution Satellite Architecture The Helpdesk Solution supports satellite installations A satellite Helpdesk is installed and configured by running AeXHD exe locally on a satellite machine which does not have NS installed but otherwise meets all Helpdesk prerequisites Point the configuration to the Notification Server where the master Helpdesk Solution is hosted The Configure Helpdesk command requests the name of the master Helpdesk server that was previously installed and configured Satellites can be used to off load Helpdesk UI activity from the master Helpdesk Since the master Helpdesk is running on the same server as Notification Server it competes for resources with inventory management software distribution and other functions A satellite Helpdesk can provide better response times and scaling all other things being equal ONS HD mee on Albuquerque Reporting eNotification Routing Configured to point to 4 the primary NS HD server Inherits SQL authentication eAll portals Admin account connect to a single db Master data Y T w gt D a a o c a Scenario Here is a Helpdesk satellite scenario The primary Notification Server and master Helpdesk server resides i
87. direction script in the default aspx page that points to the Helpdesk Solution console you want to access Now when you type in helpdesk as the URL the DNS sends the request to the computer with the IP of 172 16 10 400 which is the server brutus then brutus delivers the default page and the page redirects to the Helpdesk Solution console Note Internally to access either brutus acme com or helpdesk acme com you only need to type in brutus or helpdesk respectively Also the alias you choose must not be ambiguous it cannot exist as an alias or as a computer on the network already Altiris Helpdesk Solution User Guide 93 Chapter 6 User Interface Support for Pocket PC PPC Support for Pocket PC PPC Administrators and workers can access the worker console from any Windows CE device Handheld support is included with your product and does not require any additional cost or configurations Handheld support adds even greater flexibility for managing your product by extending functionality beyond the desktop You can access the Worker Console using the worker URL The Worker Console features that are not supported include file upload Some fields in lists throughout the Worker Console have been scaled down for better viewing on the lower resolution Pocket PC Requirements Windows CE version 3 Microsoft Internet Explorer 5 0 or higher Resolution Standard Pocket PC dimensions of 240 x 320 Note While th
88. e Worker Console is fully supported with the exceptions noted above the Administrator Console is not currently supported on the Pocket PC platform The Administrative Console will load on a Pocket PC device However the screen is not properly formatted for the reduced screen resolution size of most handhelds Administrative features can be executed on a handheld device by directly accessing the URLs for those features Pocket PC Navigation There is a dropdown for recent work items at the top of the Worker Console Select a work item number and click the View Work Item icon to the left of the dropdown to view the report for the item To view the report for an item not displayed in the dropdown the standard toolbar has been included so that the worker can enter a work item number in the Edit field and click the View Work Item icon to the left of the Edit field on the toolbar Work item actions are not displayed as a horizontal list for the Pocket PC but have been added to the command dropdown Select an action and click the green arrow icon to the left of the dropdown to perform the action The action will be performed on the work item that is selected in the recent work item dropdown that appears to the left This dropdown is shared by commands that are available on the Work items tab Work item commands are available by clicking the home icon at the top of the console All commands for the work item command group will populate the command dropdo
89. e bulletins Are you sure you want to delete the following items Bulletins itle Modified b Modified on Visible to guests Status Phone dial out issue KHennebry 9 17 2002 2 41 33 PM No Active lt lt Back Finish Cancel A prompt will display the following message Are you sure you want to delete the following items 5 Click Back to change the selected Bulletins to delete 6 Click Finish to delete selected Bulletins Altiris Helpdesk Solution User Guide 123 Chapter 7 Administration Sources Sources List Sources Assets are real devices such as computers printers phones modem jacks or any other items that are identified as unique objects in the database Assets can be defined manually in the Worker Console Helpdesk Solution also lets you import assets from the Notification Server and Microsoft SMS databases you can also register and import from multiple sources For more information see the Altiris eXpress Inventory Solution User Guide on the product CD or on our web site at http www altiris com support documentation Note You do not have to register your Notification Server computer as a source Usually it is auto registered during Helpdesk Solution setup and the auto import policy is active by default The registration process is only necessary if you want to import items from a foreign Notification Server if the auto registration process failed or was cancelled or if you have deleted the auto registered
90. e file to attach When you select a file to upload the file path will appear in the Upload file box Type a description of the file to attach in the Description box Note If you type in the Description box the text entered will display in the Uploaded files list box If you leave the description box empty the file name you uploaded will display in the Uploaded files list box Click Upload to attach the selected file If the files uploaded are not correct highlight the file to discard and click Remove the file will be deleted from the Uploaded files list box Click Done to return to the New work item page Note If no files are uploaded deleted or you clicked this page option in error click Done to return to the New work item page Only files you actually Uploaded or Removed on this page will affect the work item Changes are not permanent until the work item itself is saved Altiris Helpdesk Solution User Guide 55 Chapter 6 User Interface Additional Work Item Information Attach Page Field Description Page Items Item Description Upload file Browse to the location of the file to attach Description Type a description for the file attachment Upload Click Upload to attach file to new work item Remove Click Remove to delete the file attachment from the Upload files list Uploaded files Displays files attached to the new work item OK Click OK to continue with work item
91. e query a fF WO N 7 Click Work items gt Find work items listed below Commands lt OR gt Click Find work items listed below Common Tasks Click the Advanced Tab Type the search criteria in one or more of the boxes then click Find The Items list at the bottom of the page shows all work items the found based on the search criteria you selected Click View or Edit next to the work item you want to view or edit The Save query link at the bottom of the page allows you to save the search criteria of the query that produced the results on the page The Save query link will be disabled while you enter a search criteria but will enable when Find is clicked When you click Save query the New query command will be invoked with context The query expression will be displayed in the Expression text box Click Reset to clear the search fields and start another search Note The Items list in the diagram above is sorted by Priority in ascending order For details see Sort Work Item List on page 89 Altiris Helpdesk Solution User Guide 68 Chapter 6 User Interface Search in Comment or Title Field Find Work Item Advanced Field Description In addition to the Simple search field options the Advanced search offers the following additional search fields Page Items Item Description Contact Name Type the Name of the new contact Contact E mail Type the E mail address of the new conta
92. 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 Notify rules 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 Lets you view or create e mail templates See E mail Templates on 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 pa
93. earch criteria See Find Assets on page 85 New asset Lets workers add a new asset See New Asset on page 85 Recent Work items Displays last work item entered by Helpdesk worker See View or Edit Work Items on page 53 Contacts Displays last Contact entered by Helpdesk worker See Contacts on page 80 Assets Displays last Asset record entered by Helpdesk worker See Assets on page 84 Common tasks New work item Lets a worker add a new work item See New Work Item on page 50 Find work items Lets a worker find work items using simple or advanced searches See Find Work Items on page 66 Work item queries Displays the query list See List Query on page 71 Last query results Displays the results of the last query See Last Query Results on page 79 Retrieve queued item Lets a worker retrieve queued items See Retrieve Queued Item on page 80 Toolbar Description The icons located in the upper right hand corner of the Worker console page represents the following tasks r e o y alti ris Home NS Format Logoff Help Altiris Web Site Console Print Helpdesk Report Home Returns the worker back to the Worker console page Notification Server Console Report Link to Notification Server Web Reports Format for print Converts the screen text into a printable format within the browser The last command is displayed without the fly out menu and banner Log
94. ed search is different then the simple search as the fields used to define the search are greater If you enter more than one field entry for the search criteria the result will yield a more precise Item list as opposed to searching on one field criteria only Note To search for All items within a field click inside the field and then click Find The result will show all work items present in the Helpdesk database where the search field has be defined with an entry other than null s gt Delete work items Delete work items Simple Advanced Category Fern E Scope Exact category El Pattern a Assigned Fien E External ID 7 Priority Cen E Status Finy 4 Type iny E Contact oo o o oo O E mail o Asset LCL V Asset type lang El Modified by A Created by TE Work ite M Modified C before 9 28 2002 Ex D Created before 9 30 2002 E after after D Start before 9 30 2002 M Moue before 9 30 2002 E after after Reset Note Freetext search is available for the Title and Comment on items modified before 9 6 2002 10 45 28 AM Use a wildcard search if more recent dates are involved Assigned Priority Status Category Modified oe Email doesn KHennebry Medium Open Not specified 9 30 2002 2 16 26 or Windows blue screen KHennebry ASAP Open Not specified 9 30 2002 11 48 1 Dil Hard drive Level 1 Medium Open Not specified 9 30 2002 11 43 2 m12 Cannot
95. egory Not specified Assigned Kathi Schedule Not scheduled Start 2 10 2003 Modified by Kathi Modified 2 13 2003 2 26 50 PM Notify rules Attachments Linked to Linked by Type Other External 1D Priority Medium Status Open Due 2 10 2003 Total time 2 Created by Kathi Created 2 10 2003 1 52 50 PM History Modified byAssigned Category 2 13 2003 2 2 Kathi Kathi Not specified 2 10 2003 1 5 Kathi Kathi Not specified 2 13 2003 2 26 50 PM Kathi Edit I received a driver error when I loaded new software 2 10 2003 1 52 50 PM Kathi Create My display screen shows a driver error To View or Edit Work Items 1 Priority Medium Medium When you Save a new work item or you select a work item to view the View work item page appears Click Details to toggle between displaying or hiding the History of work items Click Edit to update or add work item information Altiris Helpdesk Solution User Guide 53 Chapter 6 User Interface Additional Work Item Information Additional Work Item Information Workers can attach files link work items together and send an e mail about the work item Workers can also associate one Asset and one Contact to the work item and edit their respective data Each of these options are available by clicking the appropriate icon on the toolbar of the New work item page Work items gt New work item New work item ___E mail Link or Attach Time spent
96. eir contacts are imported from an NS source or created manually Note that the default password is the empty string i e no password at all Passwords used by Helpdesk here are not and should not be NT or Active Directory passwords They are stored as clear text in the database Workers can view and edit these passwords in the Worker console selfEnrollmentCmd The value of this attribute must match the value of an id attribute of a lt command gt element defined in same web config file denyCmd The value of this attribute must match the value of an id attribute of a lt command gt element defined in same web config file userLoginCmd The value of this attribute must match the value of an id attribute of a lt command gt element defined in same web config file This attribute is valid only when workerMode user See the User web config file for a sample saveUserLoginCookie yes no This attribute is valid only when workerMode user See the User web config file for a sample e yes means the e mail address entered by the worker is stored in a cookie in the user s computer The cookie contains an integer If the cookie is present then the login command is not executed and the Helpdesk console is displayed The same user will not be prompted for login Altiris Helpdesk Solution User Guide 42 Chapter 5 Configuration Licensing credentials again until the cookie expires after one year Use
97. el 2 Desktop Level 2 Level 2 Server Level 2 Level 2 Network Level 2 Desktop Level 2 Desktop Level 2 Network Level 2 Network Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop quel 2 Desktop Status Default 1 Click Admin gt Categories gt Edit categories 2 Click Edit next to the category you want to edit Categories Note The category you selected is displayed on the bottom of the screen See the example above 3 Type the name of the Category in the box 4 Select the check box to make category status Active 5 Click OK to continue editing categories The category list on the Edit categories page will update and display the category change in the list Important Any changes you make to categories add New Edit Move Copy or Delete are not actually saved until you click Save on the Edit categories page Altiris Helpdesk Solution User Guide 103 Chapter 7 Administration 6 Click Save to keep all category changes and return to the List categories page Move Category Categories Use the move function to move a category and its children up and down the category tree altiris Edit categories lt yCommands a Edit categories Admin gt gt Route to Not specified How to Level 2 Access Email Level 2 Desktop 5 Access the Web Level 2 Desktop Install Printer Drivers Level 2 Desktop Recent gt
98. em queries Last query results Retrieve queued item Item 7 60 9 18 2002 4 18 14 PM Open D items Queued no queue 1 Click Workers gt List workers 2 Click Workers 3 Click View or Edit next to the worker name to view or edit 4 Click New to add a new worker New Worker New worker are also considered contacts Adding a new worker requires filling in the form shown below Here are a few tips to remember when creating a New worker e Workers must have an NT ID but do not need an e mail address although it is strongly recommended E mail addresses must be unique among workers but not queues The Contact and Company information sections of the page are similar to the New contact command e Workers must also have a unique worker name that is typically shorter than their full name Workers Hourly rate is used by reports to estimate work item costs The rate is not displayed to workers using the Worker console Altiris Helpdesk Solution User Guide 135 Chapter 7 Administration Workers The Retrieve queue selection denotes what queue the worker will access when they execute the Retrieve queue item command Prompt means the worker will be prompted to select a queue for retrieving work items The Active flag controls whether a worker pending authentication is allowed to access Helpdesk as a worker If a worker is de activated while they are currently using Helpdesk they do not lose access until they
99. em update M Terminal stop processing rules when this rule evaluates to true OK Cancel To Create a New Routing Rule 1 Click Admin gt Routing rules gt New routing rule 2 Enter a name for the New routing rule in the Name text box 3 Enter description of what the rule is for in the Comment text box 4 Click the drop down arrow and select a worker or queue for the new Route to assignment 5 Clear the check box if the routing rule should apply to all work items otherwise the rule will apply to only unassigned work items Note When the routing rule runs it will evaluate this criteria first before evaluating the other criteria based on the drop down list option in step 6 on page 109 If the rule s criteria evaluates to true the assignment will change This means that workers who explicitly assign the work item might be surprised or confused when this rule changes their assignment 6 Click the drop down arrow and select on of the options All of these criteria are true e Any of these criteria are true 7 Click the drop down arrow next to Add and then select a criteria type from the list 8 Click Add The page will display options to enter criterion parameters The layout varies depending on the criterion selected Admin gt Routing rules gt New routing rule New routing rule Field Title This criterion is true when Y The value of the field changes W The value of the field is the same as
100. ent folders If you download PDF documents from our web site and place them in the same folder the document references will link to the other PDF document provided the target PDF document is in the folder Interface Element Name Buttons menu items tabs and field names are displayed in bold text File gt Save A series of mouse selections are represented in this format The above example means click on the File command on the menu bar and then click on the Save command server name altiris A value in a path that depends on the user s system is in italics In this documents example server name needs to be replaced by the name of the user s server set variable 123 Sample code is in Courier font www altiris com Links to web pages are in blue text Altiris Helpdesk Solution User Guide 6 Preface Support Training Altiris Helpdesk Solution User Guide Altiris is committed to providing world class technical support and professional services to its customers Included with every product purchase is complimentary Electronic Support For customers who want a higher level of support Altiris offers many fee based services ranging from Priority Support which includes priority telephone and priority e mail support to on site consultation Before Contacting Support We recommend that you do the following before contacting Support Download and install the latest version of the product and product updates from our web
101. er 6 with the current Microsoft updates click Open Important If using Internet Explorer 6 without the current Microsoft updates click Save and then enter a folder to save the file in When the download is completed click Open When using Internet Explorer 5 click Run this program from its current location and click OK When asked if you want to install unixdbsetup exe click Yes When the WinZip Self Extractor dialog box opens click Unzip When the WinZip Self Extractor confirmation dialog that the file is unzipped appears click OK When the command box appears wait for the MSDE installation to complete This installation may take a few minutes When the MSDE installation is completed press any key to close the command box When the Download and Installation screen appears Click Next 5 If additional required software that can be automatically downloaded is needed download the software using a process similar to the process specified in Step 4 6 When all of the required prerequisite software is loaded a screen similar to the following appears Go to Install Notification Server on page 18 sola ar Prompt Wirend ail xj Complating the Airis express Kothicaton Saree Software Prereqursile Wizard he gue rs o coment iaa on the carpas TO a ites ra id da js Maicao Dare FER AA aaa Hib baraa click Fina ER vas cua aon dang te nnas ni A 22 pao Bato 5 par Deseado E Jean ATA ME Altiris Helpdesk Sol
102. ery page allows you to select a pre defined query from the drop down list and edit the query string to produce the results you want Altiris Helpdesk Solution User Guide 71 Chapter 6 User Interface Using Queries The query editor will now allow the worker to build an expression based upon the Last query The option last query is one of the options in the Based on drop down list which allows the worker to get the query expression from the last query performed If a last query has not been established for the current session then an appropriate message will be displayed Work items gt Queries gt New query New query Name o E last query All open items All priority items Items by worker Run save _can Open Level 1 items Items Open Level 2 items E My open items Assigned Priority Status Category Modified My overdue items My planned items My priority iterns x To Create a New Query 1 Click Work items gt Queries gt New query 2 Select a query option from the Based on drop down list then click Get Expression The Name field will populate the associated name of the query Click Run The results will display in the Items list at the bottom of the page If you would like to save this query you must give the query a name in the Name box Click Save O a A 0 Workers may view the Last query results run by selecting the option Work items gt Last query results listed below Commands
103. esource explorer drill down Link from Helpdesk allows workers to access summary and detailed hardware and software inventory configuration 3 Helpdesk s self help center My Helpdesk 4 Web reports Benefits 1 Allows each IS and IT organization to effectively communicate by managing all tasks in single web console 2 View complete hardware and software inventory of the problem asset directly from the Helpdesk console 3 Increase service levels by being proactive notifying users of work item status and allowing them to submit work items and track status 24 x 7 4 Maximize critical data by understanding work item trends and which assets and users require the most Helpdesk resource Altiris Helpdesk Solution User Guide 11 Chapter 1 Introducing Helpdesk Solution System Requirements The following is a list of minimum requirements for the Helpdesk Solution Server Altiris eXpress Notification Server 5 5 SP2 or later A CD ROM drive with Microsoft 2000 Server Advanced Server and SP2 or later Hard drive formatted with NTFS file system Microsoft IIS 5 0 IIS 5 0 requires webs to be hosted on NTFS Microsoft SQL Server 2000 is recommended SQL 7 0 approved MSDE is not recommended Microsoft Internet Explorer 6 0 or greater is recommended all others browsers are supported Pentium III 933 MHz or higher 512 MB RAM 1 GB is recommended Worker Console Microsoft Internet Explorer 6 0 or later Netscape Navigator 3 0 o
104. esources Workers in the Human Resources queue are assigned work items generated for the Human Resources department Asset Management Workers in the Asset Management queue are assigned work items generated for the Asset Management department Deployment SW Delivery Workers in the Deployment SW Delivery queue are responsible for tasks associated with the initial deployment of software packages and subsequent updates Supervisor Used for managers supervisors or administrators Contacts Contacts are users who request help or managers acting as the contact point for another user for the associated problem or request Each user should be defined in the database as a contact Workers are also contacts and their information is stored in the database as well Contacts are associated with work items Contact information includes the following Name NT ID if applicable E mail Pager email Phone Cell phone Pager Location Organization Password Employee ID Comments Status VIP Very Important Person Title Department Company Helpdesk Solution can also associate with end user information as defined in Notification Server Existing Notification Server data can be automatically imported into the Helpdesk Solution Contact data can be entered manually by the Helpdesk workers when a new work item is created Additionally contact data from other data sources can be imported into Helpdesk Solution using the SQL Import Export
105. eve 80 130 worker console 46 Pocket PC support 94 workers 23 administration 135 security 37 143
106. fied_on gt Dec 09 2000 10 00 00 AM workitem_modified_on gt 20001209 Uint Examples workitem_number gt 150 workitem_minutes_spent gt 3 workitem_status_lookup_id 100 Altiris Helpdesk Solution User Guide 73 Chapter 6 User Interface Using Queries The table below lists the field names that can be queried against their type and additional information where appropriate Field Name Type Acceptable values and comments workitem_link_parent_number uint workitem_number uint workitem_is_last string 1 0 workitem_has_attachments string 1 0 workitem_version uint workitem_external_reference string workitem_priority_lookup_id uint workitem_status_lookup_id uint workitem_category_lookup_id uint workitem_type_lookup_id uint workitem_link_type_lookup_id uint workitem_assigned_to_worker_id uint workitem_created_on datetime workitem_created_by_worker_id uint workitem_start_on datetime only date part is in db e g 11 10 00 workitem_due_on datetime only date part is in db e g 11 10 00 workitem_modified_on datetime workitem_modified_by_worker_id uint workitem_minutes_spent uint workitem_action string Create Open Assign Attach Link Edit Associate contact Associate object Resolve values that are provided however this field is customizable workitem_title string workitem_managed_object_id uint workitem_contact_id uint workitem_tag_collection_id uint workitem_is_scheduled stri
107. full text and can be less efficient than full text searching especially as your database grows larger Full text FREETEXT and CONTAINS Searches Note Full text searching is only supported with MS SQL 7 2000 not MSDE During initial configuration full text search configuration is attempted In order to do this the Full Text Search service MSSearch must be installed using an advanced options available during the MS SQL installation Additionally this service can be activated post install If successful a full text index is created on the comment column of the workitem table and a new catalog HD_workitem_comment is created to store the full text index When full text searches have been correctly configured a message is displayed beneath the comment field that indicates that FREETEXT and CONTAINS syntax may be used Additionally the message contains the date and time that the index in the catalog HD_workitem_comment was last updated Comment data modified after this date will not be found using a full text search until the catalog has been updated repopulated If full text search has not been correctly configured a Altiris Helpdesk Solution User Guide 69 Chapter 6 User Interface Using Queries warning message with a yellow background is displayed beneath the comment field that indicates that full text search is not enabled When full text search is not enabled FREETEXT and CONTAINS syntax may not be used Manual Configuration
108. ge 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 Chapter 7 Administration The Admin Report The Admin Report The Admin Report will help sort and manage work items based on the Report period and selected query options The report displays the item count for All workers in the following queries e Priority Requested e Planned e Open Late Overdue e Resolved Held e Closed Admin gt Admin report New work item Find work iterns Work item queries Last query results Retrieve queued item Item 272 9 6 2002 5 42 05 PM Open D items Queued no queue Closed Ditems dO items lt rcommands i imin Admin report RO teme p All workers Contacts g 30 Eaj Assets p Item Priority Requested Planned Open 7 4 items 0 items Ditems 7items Oitems Ditems Workers P Bulletins Recent gt 9 6 2002 10 44 23 AM Welcome Common tasks Welcome to Altiris express 1 Open Admin console by entering either the complete URL http lt server name gt aexhd admin Default aspx or by entering a shortcut URL alias if created lt OR gt 2 Enter through the main entry point Altiris eXpress Helpdesk consoles http lt server name gt aexhd 3 Click Helpdesk Admin console Altiris Helpdesk Solution User Guide 98 Chapter 7 Admi
109. ge your work items You can select a query to modify or create a new query based on a query already listed Work items gt Queries gt List queries List queries Queries x or JA gt Items by worker gt Open Level 1 items Yes gt Open Level 2 items Yes gt My open items Yes gt My overdue items Yes gt My planned items Yes gt My priority items Yes gt My resolved items To List Queries 1 Click Work items gt Queries gt List queries 2 Click Run or View next to the query you want to run or view 3 Click New to add a new query 4 Click Edit to modify a query you created 5 Click Delete to remove a query you created from the Helpdesk system List Query Page Field Description Page Items Item Description All open items List of all open items All priority items List of all priority items Items by worker List of items assigned to a specific worker Open Level 1 items List of all Open Level 1 items Open Level 2 items List of all Open Level 2 items My open items List of open items specific to the worker requesting the query search My overdue items List of overdue items specific to the worker requesting the query search My planned items List of planned items specific to the worker requesting the query search My priority items List of priority items specific to the worker requesting the query search New Query The New qu
110. ghter security Workers with Internet Explorer 4 01 or higher can pass their login credentials without any prompting If IIS cannot authenticate the user logged in then a dialog is displayed asking for a new NT credential Passwords are not transmitted in the clear Workers with other browsers Netscape Opera will see a dialog asking for an NT domain username and a password basic authentication Because passwords are passed in the clear we do not recommend using either Netscape or Opera Administrators Helpdesk administrators are workers who have IIS and NTFS access to the AexHD Admin console entry point The Admin console defined in the Admin entry point contains all the administrative functions that Helpdesk provides Integrated Windows authentication is enabled for the Admin console entry point See Administration on page 95 for details Workers Workers are users who have been added to the Helpdesk database and created as workers by a Helpdesk administrator using the New worker command Workers are identified by their NT domain username and e mail address The Worker entry point is through the Worker console which contains all the Helpdesk functionality needed to manage work items assets and contacts Altiris Helpdesk Solution User Guide 37 Chapter 5 Configuration Console Security End Users Helpdesk Solution installs three different entry points and consoles for end users The winuser entry point contains tw
111. gory Modified Not specified 9 30 2002 11 43 29 AM El Not specified 9 30 2002 11 46 34 AM Not specified 9 30 2002 11 48 14 AM Not specified 10 2 2002 12 37 35 PM Items 1 to 4 of 4 Page 1 of 1 To View a Contact 1 Click Edit to modify the contact information Contacts 2 Click View or Edit next to the item from the Assets or Items list if any to view or edit assets or items information Find Contacts The Find contacts page lets you find an existing contact already entered into the Helpdesk database Contacts gt Find contacts Find contacts Name AA NT ID Organization Fian E r Title E mail Employee ID Phone CL Company 7 Department Bsmith Byron Uhrhan 6g Ed Galbraith 60 Jared Sasser 60 Kathi Hennebry 6 Y Michael Ashton 64 Rick Gines To Find a Contact Altiris buhrhan altiris egalbraith2 ALTIRIS JSasser ALTIRIS khennebry khennebry altiris com Altiris mashton Altiris rgines Status Fany VIP any Email Bsmith alti buhrhan alti egalbraith altiris com jsasser altiris com mashton altiris com rgines altiris com _ 4 Click Contacts gt Find contacts 1 Type the search criteria in the form on the page 2 Click Find Phone Company Altiris 801 805 Altiris 805 1161 801 555 The results from the Find are displayed in the Contacts list at the bottom of the page Altiris Helpdesk Solution User Guide 81 Chapter 6 U
112. ia you selected Click View or Edit next to the work item you want to view or edit 5 The Save query link at the bottom of the page allows you to save the search criteria of the query that produced the results on the page The Save query link will be disabled while you enter a search criteria but will enable when Find is clicked When you click Save query the New query command will be invoked with context The query expression will be displayed in the Expression text box 6 Click Reset to clear the search fields and start another search Note The Items list in the diagram above is sorted by number in descending order For details see Sort Work Item List on page 89 Find Work Item Simple Field Description Page Items Item Description Title Type the Title of the work item Match all words Select the Title match criteria from the drop down list Comment Type Comment word selection Match all words Select the Comment match criteria from the drop down list Category Select Category from the drop down list Scope Select option from the drop down list Pattern Type string Pattern for search Assigned Select Assigned worker group from the drop down list External ID Type an External ID An External ID is appropriate for organizations managing external customers who need to identify the external customer with a unique ID Priority Select the Priority from the drop down list Status
113. ible Visible Allow workers to see this rule A rule that is not visible will not show up in the list of Notify rules display when creating a new work item or in the Notify action 12 Select the check box for the rule to be Locked Locked Prevent workers from turning this rule on or off A rule that is locked if visible will show up in the list of Notify rules display when creating a new work item or in the Notify action but cannot be modified by the user Altiris Helpdesk Solution User Guide 114 Chapter 7 Administration 13 Select the check box for the rule to be Default Notify Rules Default Make this rule a default for new items Default rules are assigned and associated with new work items Non default rules are not automatically assigned to new work items 14 Clear the check box if the rule IS NOT Active Active Evaluate this rule during an item update The rule will be evaluated when work items with that rule are modified and may run if the criteria are satisfied Non active rules will not run 15 Click OK to save Edit Notify Rule Edit rule Name Comment Send e mail Edit notify rule Acknowledge contact Acknowledge contact Sends a message to the current contact when a work item is first created Thank you z none i Send to M Current contact These workers PD Assigned worker TF Modified by worker D Previously assigned worker PT Created by worker
114. ics toggle between ascending and descending sort order then they are selected Altiris Helpdesk Solution User Guide 89 Chapter 6 User Interface My Helpdesk Console For example Click an arrow appears next to the sort topic The up arrow indicates the sort order is ascending to descending Click again a down arrow appears to indicate the sort order is descending to ascending My Helpdesk console ALTIRIS khennebry Name Kathi Hennebry Title E mail khennebry altiris com Phone 805 1161 Cell phone Department a TAssigned Priority Status Category Modified Level 2 Desktop High RequestedBreak Fix Desktop Monitor 9 30 2002 10 32 48 AM Level 2 Desktop ASAP RequestedHow to Access Email 9 30 2002 10 33 51 AM Edit My Info Users can update their user information once the account is added to the system The following information can be changed Name e Title E mail e Phone e Cell phone Department Password see note Note This is your Helpdesk password for the User console not the user s NT password My Helpdesk Console Name kani CS Title fit Support E mail khennebry altiris com Phone eo1 226 8500 Cell phone Po Department support Password O To Edit My Info 1 Click Edit my info on the My Helpdesk Console page 2 Type the required information in the form 3 Click OK to save Altiris Helpdesk Solution User Guide 90 Chapter 6 User Interface
115. igt P Publish work item changes to this source I Display links to Web Admin for SMS aa nttp yourserver AexV Enter the URL for Web Admin for SMS quer Retrieve queued item Item 7 s M active 9 18 2002 2 32 46 PM oK Cancel Open D items Queued no queue 1 Click Admin gt Sources gt New SMS Source 2 Type the resource Name in the box 3 Type the SQL Server name in the box 4 Type the Database name in the box 5 Altiris Helpdesk Solution User Guide Clear the check box if you DO NOT want to Use SQL login instead on Helpdesk trusted connection 125 Chapter 7 Administration Sources 6 Ifyou select Use SQL login type a Login name in the box 7 Type a Password in the box 8 Select the check box to do the following Update Helpdesk on a schedule Imports the data into the Helpdesk database based on a schedule which is set by the main Notification Server even if it is not a source The default schedule occurs every 30 minutes only assets whose data has changed is imported during auto update Publish work item changes to this source Work item updates to be published in the inventory of the SMS database Display links to Web Admin for SMS If this is selected you must also specify the URL in the format http lt server name gt AexWebAdmin in the box for Web Admin for SMS Note If the user is viewing object properties for an asset that has been imported from an SM
116. ii a di id a 88 Work Item Request NT User o 91 Work ltem Request UsSer iran iaa a a a A 92 Work Item Request Guest o eens 92 Create Custom URL to Access Helpdesk Consoles 00 000 eens 93 Support for Pocket PC PPC mirra ee ee ee ee eee 94 Chapter 7 Administration 0 00 car Seas eee Da a a E dc ee ee 95 Helpdesk Admin Console 97 The AdminvReport vidad anes a ae Gy ed aie welts Aaa a dea to 98 Categories ti E wa Gh i ob et dn teed ah Atte 100 Edit Categories ceci taiii ed Was e e desde dea daa dived ae deere 101 Add New Category vicario pag ee eka bats ee 102 Modify Category 6 ke eee ee 103 Move Category incendie hbo tao ee eet he he ei abet oY beaded EA 104 Gopy Category iras Ree die ek Mee EEA i ka ado RE ed 105 Delete Category cavdead behead pede A neko ered boleh eee ee dea 106 Routing RUGS a A as 107 ListRoutihg RUES rito A A A Vd AREA E 107 Process Order of Routing Rules spears pe aet a R e E ee ee eee 108 Edit Routing Rule inicio a e a de dened ed 108 New Routing Rule urticaria AAA a eG we algae a T 109 Delete Routing Rules o oococooonco ne een ee ee eee eens 111 Notify RUES lt 2400 oes pe Se ca a ach ab al ie ok old Rat BES MES aA ea Lee aa 112 New Notify RUIG latas ae ble vies Bed ole Re lg ale a EAEG EE 113 Edit Notify Rule 2240 n0k 6 0405 nebedeedee prod ade daa a 115 Altiris Helpdesk Solution User Guide 4 Contents Delete Notify Rules 2 0 ee eee ee eee 116 E mail
117. import as many computers or assets as you have Helpdesk Solution licenses The software will not allow you to go over your license limit O altiris Import from source Import from source JSASSER2 Search this source for what type of resource Computers Contacts lt YCommands Admin Nork items Search this source for resources vrv vvv All By name Recent lt rCommon tasks Ne item What would you like to do Find 5 Import matching resources item ql Create a list of matching resources so I can select the ones I want A Next gt gt Cancel qu Retrieve queued item 1 Click Admin gt Sources gt List source 2 Click Import next to the source name to import resources 3 Click Computers or Contacts to search for resource Sms Source Export computers only NS Source export both contacts and computers 4 Click All or By name to search for resource 5 Ifyou selected By name type a resource name to search for in the box The wildcard character is supported and 1s supplied automatically at the end if omitted 6 Click Count The Number of resource matches made will display below the Count button 7 Click Import matching resources or Create a list of matching resources so can select the ones want 8 Click Next to continue Z altiris e Import from source Import from source JSASSER2 Source JSASSER
118. in feature is a useful tool which helps manage the current status of IT resources For example if a specific server is down many users may open the My Helpdesk console to report the problem If a bulletin is published users can see that the problem is already a known issue track status and estimated time for resolution Bulletins cut down the number of redundant work items and requests reported Once bulletins have been added they may be deleted or made inactive Inactive bulletins are saved but do not display to any workers or queues List Bulletins Admin gt Bulletins gt List bulletins lt rCommands Admin Work items Bulletins New Delete Bulletins Contacts E i Modified on 60 Y Phone lines KHennebry 9 2 14 15 PM No Active Gna 60 Welcome 9 19 2002 10 05 30 AM Yes Active Workers vrv yo viv Recents lt rCommon tasks New work tem Find work items Work item queries Last query results Retrieve queued item Item or 9 23 2002 2 39 41 PM Open 0 items Queued no queue The List Bulletin screen displays a list of all bulletins in the system End users can add New View Edit and Delete bulletin all from within this screen 1 Click Admin gt Bulletins gt List bulletins 2 Click View or Edit next to the bulletin you want to view or edit 3 Click New Bulletin or Delete to go to the desired function Altiris Helpdesk Solution User Guide 122 Chap
119. ion date of document 2 cross references 6 custom queries 72 URL 93 customer support 7 D document conventions 6 print date 2 E email message template macros 120 external documents 6 F Find 66 full text search 69 G getting help 7 Altiris Helpdesk Solution User Guide Heading First 9 Second 9 Helpdesk Configuration Wizard installation 19 29 using to modify configuration 31 history work item 93 import data wizard 127 installation 28 setup 28 L legal notice 2 licensing 43 links 6 log file 142 M macros email message template 120 N notice 2 notification policies 140 Notification Server 21 P patent 2 Pocket PC 94 prerequisites 27 product version 2 Q queries custom 72 R register sources for assets 124 reports 139 S search full text 69 wildcard 70 search in comments 69 security 36 end users 38 permissions 39 web permissions 39 workers 37 server 12 27 Service Level Agreements 141 SMS 9 integration 26 sources administration 124 register for assets 124 support 7 contact information 7 T technical support 7 The 49 trademark 2 U uninstalling 32 upgrading 32 URL accessing Helpdesk Solution through acustom 93 Using 70 V version 2 virtual workgroups 23 level 1 23 level 2 23 supervisor 24 WwW web reports 21 wildcard search 70 wizard Helpdesk Configuration 19 29 import data 127 work item 25 work item history 93 work items queries 70 retri
120. is to name a few Helpdesk Solution also provides Notification Policies and Notify Rules to select personnel when defined conditions occur such as new work items received high priority items not closed within a select time frame and more These Notification Policies automate the monitoring of work item activity Additional Information e Helpdesk Solution Consoles on page 22 e Reports on page 139 e Notification Policies on page 140 Altiris Helpdesk Solution User Guide 21 Chapter 3 Helpdesk Overview Helpdesk Solution Consoles e Notify Rules on page 112 Helpdesk Solution Consoles The Altiris eXpress Helpdesk Consoles page provides an easy way to access all necessary consoles Based on NT authentication only the consoles available for the user logging on will be visible on this page altiris Altiris eXpress Helpdesk consoles Name Description Helpdesk Admin console Worker console with administrative functions for the Helpdesk Solution Helpdesk Worker console Worker console for the Helpdesk Solution My Helpdesk console End user console appropriate for employees with an NT Id in an intranet environment Work item request NT User End user console appropriate for employees with an NT Id in an intranet environment fewer features Work item request User End user console for internet or intranet use Users are tracked by e mail address Work item request Guest End user
121. it information about the contact associated with the current work item The Items list at the bottom of the page shows all work items that are associated with the same contact You can update contact information or select a different contact from this page Edit itern 4 Need printer installed E Bl 3 as ps 0 Time spent minutes Total time 3 minutes Contact ES Name lohn Smith NT ID po ma iSmith mycompany com Pager sama IE Phone 801 123 4567 Cell phone Pager A Location M Company C_ J Department AA AAA Organization Thone Title Desktop Support Select organization or type new one Employee ID Password AQ C vip Comment save Cancel Items Assigned Priority Status Category Modified AS Cannot access eOmail server Level 1 Medium Open Not specified 2 10 2003 2 00 List of items associated to John Smith Items 1 to 1 of 1 Page 1 of 1 fi__ Rows per page 50 E gt gt To View Contact Properties 1 Click Work items gt New work item 2 Click View contact properties 3 Ifthe information on the page needs updating or you want to select a different contact click Select to find a contact from the Helpdesk s database When you select a contact the information will populate this page 4 Update the form on the page as needed and then click Save Altiris Helpdesk Solution User Guide 59 Chapter 6 User Interface Additional Work Item Information Contact
122. ith an NT ID in an organizational internet environment Users who logon to an intranet using NT authentication then login to My Helpdesk console automatically have their contact information attached to the work item they create Through this console users can create their own work items view or partially edit previously added work items and update their own contact information Additionally bulletins posted by Workers or Administrators that are designated for all users can be viewed on the bottom of the My Helpdesk Console page altiris My Helpdesk console ALTIRIS khennebry ES Name Kathi Hennebry Title E mail khennebry altiris com o 805 1161 TAssigned Priority Status Category Modified 6413 Level 2 Desktop High Requested Break Fix Desktop Monitor 9 30 2002 10 32 48 AM 6414 Level 2 Desktop ASAP Requested How to Access Email 9 30 2002 10 33 51 AM Items 1 to 2 of 2 Page 1 of 1 Bulletins 9 17 2002 2 41 33 PM KHennebry Phone dial out issue All company phone lines will not dial out long distance the carrier has been notified No ETA for resolution at this time 9 12 2002 8 18 43 AM JSasser 3rd floor printer IT knows about the printer problem 9 6 2002 10 44 23 AM Welcome Welcome to Altiris express To Use My Helpdesk Console 1 Open My Helpdesk console by entering either the complete URL http lt server name gt aexhd winuser Default aspx or by entering a shortcut URL alias if
123. k Add and the following screen appears Amin gt Notify rules gt New rule New rule Field Title This criterion is true when 7 The value of the field changes I The value of the field is the same as al I Case sensitive Note when both checkboxes are checked then the criterion is true only if the test is true AND the field has changed oK Cancel The Field selected is displayed at the top of the screen Select or type the following values to further define the functionality of the rule The rule applies based on the conditions defined below Note This option will vary depending on the value you select Follow the screen prompts as outlined below selecting those criteria for each value type a This criterion is true when Select the check box next to The value of the field changes e Select the check box next to The value of the field then select an option from the drop down list The options are as follows e is the same as isnot the same as contains e does not contain matches regular expression b Type a value to test condition in the box be sure to select the check box if Case sensitive is required c Click OK to add the criterion value it will appear in the box on the New rule screen 10 Ifthe added criterion is not correct or no longer needed highlight the criterion in the display list and click Delete to discard 41 Clear the check box if the rule IS NOT Vis
124. k Item page 50 Toolbar Description page 48 e Work Item Page Description page 51 e Add New Work Item page 52 e View or Edit Work Items page 53 e Additional Work Item Information page 54 e Attachments page 55 e Attach Page Field Description page 56 Link Work Items page 56 Link Page Field Description page 57 e E mail Messages page 58 E mail Page Field Description page 59 e View Contact Properties New Work Item page 59 e Contact Page Field Description page 60 Find Contact New Work Item page 61 e Select Contact New Work Item page 62 e View Asset Properties New Work Item page 63 e Asset Page Field Description page 64 Find Asset New Work Item page 64 Select Asset New Work Item page 65 Find Work Items page 66 Find Work Items Simple Tab page 66 Altiris Helpdesk Solution User Guide 44 Chapter 6 User Interface Find Work Item Simple Field Description page 67 Find Work Items Advanced Tab page 68 Find Work Item Advanced Field Description page 69 e Search in Comment or Title Field page 69 Using Queries page 70 e List Query page 71 e List Query Page Field Description page 71 New Query page 71 e Modify New Query Search page 72 e New Query Page Field Description page 73 Query Data Types page 73 Query Parameter Replacement page 76 Delete Queries page 78 Last Query Results page 79 e Retrieve Queued Item page 80 e Con
125. ker Report Work items gt Worker report Worker report Worker altiris khennebry Report period po ea My Items Priority 2 items Planned Open Late Overdue Resolved Held Ditems 2items items Oitems D items D items Recent items Assigned Priority Status Category EP 1 Monitor is broken Level 2 De High Open y 64 23 How do I access my mail Level 2 De Medium Open 66912 Need to install printer KHennebry ASAP Open 2002 3 GA 10 New network printer needs KHennebry High Open How to Install Printe 9 26 2002 12 Worker Displays the computer network ID and worker name using system Report period Select the number of days to search back in time to view work items There is no limit as how far back a worker can view items Type the number of days in the box then click Go Priority Lists the number of work items with High or ASAP priority and Open status Requested Lists the number of work items with status as Requested Work items submitted by users from the Work item request User console automatically receive a Requested status Planned Lists the number of work items with the status as Planned Work items can be scheduled for a future or planned date This feature is helpful for administrators that want accurate reporting on work item activity and status Open Lists the number of work items with the status as Open Altiris Helpdesk Solution User Guide 49
126. lpdesk Solution User Guide 35 Chapter 5 Configuration Console Security Console Reports Helpdesk Solution has many reports that let you analyze your help desk including cost analysis work item information and worker performance These reports are found in the Notification Server Web Administration Console under the Solutions tab by selecting Helpdesk Solution gt Reports The reports are organized into the following categories e Cost Analysis Analyze costs of work items to evaluate expenses by location organization and operating system platform Helpdesk Activity Report help desk activity High Priority Report on high priority work items List Work Items List work items by end user computer or worker Planned Work Planned work reports help organize scheduling work items according to workers and computers You can view work items planned and scheduled over due by worker schedule etc Problem machines platforms users Correlate Helpdesk work items with inventory e Service Level Agreement Reports that help you meet the demands of your Service Level Agreement Track changes moves adds Reports to track changes to computers e Work item Activity Trend Work item activity and trend analysis reports Worker Performance Worker activity reports Security This section contains the following security topics e Administrators e Workers End Users Setting Permissions Entry Points
127. mplate page 118 Edit E mail Templates page 119 Default E mail Templates page 119 E mail Template Macros page 120 Altiris Helpdesk Solution User Guide 95 Chapter 7 Administration e Simple Macros page 120 e Complex Macros page 121 e Mail Macros page 121 e Bulletins page 122 e List Bulletins page 122 e Add New Bulletin page 123 e Delete Bulletin page 123 Sources page 124 e List Sources page 124 e View Source page 124 e New NS Source page 125 New SMS Source page 125 Edit Source page 126 Import from Source page 127 e Configure Helpdesk page 128 e Delete Work Items page 130 Simple Tab page 130 Delete Work Item Simple Field Description page 131 e Advanced Tab page 132 e Delete Work item Advanced Field Description page 133 e Delete Contacts page 133 e Delete Assets page 134 e Workers page 135 e List Workers page 135 e New Worker page 135 Edit Worker page 136 e List Queue page 137 e View Queue page 137 Edit Queue page 138 e New Queue page 138 e Reports page 139 e Notification Policies page 140 e Service Level Agreements page 141 Altiris Helpdesk Solution User Guide 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
128. n Altiris Helpdesk Solution User Guide 39 Chapter 5 Configuration Entry Points 2 Add NT users to the appropriate groups These can be NT domain users or groups or local users defined on the Web server 3 Using Windows File Explorer locate the physical directory location of the admin worker and other entry points Note By default the setup creates these in the following location C Program Files Altiris eXpress Notification Server HelpDesk AexHD Right click an entry point folder i e Admin Click Properties This displays the property sheet for the folder Click the Security tab N O A A Remove unwanted access i e Everyone and add the appropriate groups i e Admins Note The Read permission is sufficient With permissions set when a user invokes a URL inside one of these entry points they must be logged on to NT as a member of the appropriate group or they will be prompted to log in As previously mentioned the guest and user entry points do not require an NT ID Note Login credentials are automatically provided by Internet Explorer so IE users will not be prompted for user information unless they are not a member of the correct group Other browsers don t participate with NTLM and will always be prompted Entry Points Helpdesk uses a number of custom elements in entry point web config files to define the behavior of the Helpdesk consoles that are supplied through default aspx pages inside the entry p
129. n Seed aed a tay 143 Altiris Helpdesk Solution User Guide 5 Preface Before using this documentation we recommend that you review the document conventions see Document Conventions on page 6 Detailed information about Altiris products is included in each product s documentation The product s documentation is installed when the product is installed To access Altiris product documentation from the Web go to our documentation Web page at www altiris com support documentation If you have questions that are not answered in the documentation we recommend that you use one of our support options see Support on page 7 If you have feedback about this documentation please send an e mail message to our documentation group at doc altiris com Document Conventions The following table describes the conventions used in this document Document Conventions What you see Meaning Altiris eXpress References to other documents are italicized Ne otification Server Note Most references to Altiris documents are hypertext links to those User Guide documents For these links to work the target document file must be in the same location as the source document If viewing PDF documentation from our product CD or where the documents were installed on your hard drive the links will work If viewing a PDF document from our web site the links to other Altiris documents will not work The documents are stored in differ
130. n Albuquerque with satellites in Milpitas Atlanta and another in Austin for end users only The master and satellites in Milpitas and Atlanta provide web access to the Helpdesk database for both workers and end users Austin is a satellite for end users only this is accomplished by modifying the NTFS permissions on the Austin entry points to prevent the use of the worker consoles In this scenario the following is true e Satellites are on a separate domain than the primary Helpdesk and Notification Server instance SMTP server and the SQL database this is not a requirement Persistent VPN connection is used to connect the satellite servers to the master server Other schemes such as port specific firewall management can also work but may require more custom configuration The satellites must be able to open SQLOLEDB connections to the SQL database and submit HTTP requests to the master Helpdesk They must also be able to open the SMTP port on the machine designated during Notification Server installation as the SMTP server e When satellites are in separate non trusted domains Helpdesk must use standard SQL Server logins and passwords accounts not Windows accounts This is controlled by the master Helpdesk its connection string and other configuration details are passed to the Altiris Helpdesk Solution User Guide 10 Chapter 1 Introducing Helpdesk Solution satellites every 4 minutes Windows accounts trusted connections c
131. n Server User GuideAltiris eXpress Notification Server User Guide Altiris Helpdesk Solution User Guide 13 Chapter 2 Installing and Setting Up eXpress Step 1 Notification Server Computer Requirements The computer you are going to install Notification Server on must meet or exceed the following criteria Hardware The following are minimum requirements To scale to support thousands of clients faster processors and more memory are highly recommended on the server Processor Pentium Pro 200 MHz or faster e RAM 512 MB 1 GB is recommended e File System 2 GB NTFS system partition Disk space 30 MB for SQL database 4 GB recommended CD ROM Required Software Note The Install Helper will help determine if the computer has the necessary prerequisite software installed and when possible it will help you download and install the needed software For more information see Install Prerequisite Software to Notification Server on page 15 Operating System one of the following e Windows 2000 Server recommended e Windows Advanced Server e with Windows Internet Information Services IS installed with FTP configured SQL Database one of the following e Microsoft SQL Server 2000 recommended e Microsoft SQL Server 7 Important If you do not have a SQL Server database installed the Software Prerequisites Wizard will give you the option to download and install MSDE The MSDE database may be used for evaluatio
132. n purposes but is not recommended for a live production environment Microsoft Windows Internet Information Services IIS e Microsoft IIS 5 0 requires Webs to be hosted on NTFS This component is not installed by default with Windows 2000 or later Microsoft Windows Internet Information Services FTP Services The FTP component is installed by default with Windows 2000 or later Web Browser e Microsoft Internet Explorer 6 0 or later Altiris Helpdesk Solution User Guide 14 Chapter 2 Installing and Setting Up eXpress Install Prerequisite Software to Notification Server 1 Start the Altiris eXpress Notification Server Install Helper AeXNSInstallHelper exe read the information on the screen and click Next 2 When the Computer Prerequisites screen appears Ifyou do not want to install Notification Server on the computer click No and then Next e Ifyou want to install Notification Server on the computer click Yes and then Next The Software Prerequisites Wizard checks the computer to make sure it has the needed prerequisite software installed such as Windows 2000 XP Internet Information Services US and SQL 7 or 2000 or MSDE e Ifthe required software is installed click Finish Go to Install Notification Server on page 18 Ifthe required software is NOT installed the Wizard goes to the next step 3 Ifthe computer requires additional software to run Notification Server a screen similar to the following
133. nager e Press Update to update the database e Press Back to choose another database Option 2 This database was last configured by a previous version of Helpdesk e Press Update to update the database to the current version e Press Back to choose another database Option 3 This database is not a Helpdesk database e Press Update to update to add Helpdesk to this database Press Back to choose another database Option 4 Helpdesk will create this database Press Update to create this database Press Back to choose another database Option 5 This database is correctly configured Press Update to refresh the database Press Back to choose another database e Press Continue to proceed with this database Note Pressing Update or Continue may display the following page A Z altiris express Configure Helpdesk Configure Notification Server source SQL Server Database Use SQL login instead of Helpdesk trusted connection User name Password Press Update to create a source for contact and asset data Press Continue to skip this step Update Continue The page looks and acts like the New NS source command except it offers fewer options Pressing Update will create the NS source Continue will not The page is only displayed when no NS sources exit in the chosen database During the initial install there is usually a source already registered and the Configure Notification Server s
134. ng 1 0 assigned_to_worker_name string assigned_to_worker_status string a 1 v a active i inactive v virtual inactive workers can be inactive virtual workgroups or inactive real workers assigned_to_worker_email string assigned_to_worker_phone string assigned_to_worker_cell_phone string assigned_to_worker_pager string Altiris Helpdesk Solution User Guide 74 Chapter 6 User Interface Using Queries Field Name assigned_to_worker_location created_by_worker_name created_by_worker_status created_by_worker_email created_by_worker_phone created_by_worker_cell_phone created_by_worker_pager created_by_worker_location modified_by_worker_name modified_by_worker_status modified_by_worker_email modified_by_worker_phone modified_by_worker_cell_phone modified_by_worker_pager modified_by_worker_location workitem_priority_lookup_value workitem_priority_lookup_ordinal workitem_status_lookup_value workitem_status_lookup_ordinal workitem_category_lookup_value workitem_category_lookup_ordinal workitem_type_lookup_value workitem_type_lookup_ordinal workitem_link_type_lookup_value workitem_link_type_lookup_ordinal contact_name contact_email contact_phone contact_organization_name managed_object_name managed_object_type_lookup_id managed_object_type_lookup_value managed_object_type_lookup_ordinal workitem_comment Type string string string string string st
135. nistration The Admin Report Admin Report Page Field Description Page Items Item Description Report Period Select how far back in time you want the summary report to go Priority items Lists the number of Open work items with either High or ASAP priority status Requested items Lists the number of work items flagged with the status as Requested Planned items List the number of work items flagged with the status as Planned Open items List the number of work items flagged as Open Late items Lists the number of work items still Planned after the start date Overdue items List the number of work items not Closed or Resolved after the due date Resolved items List the number of work items flagged with the status of Hold Closed items Lists the number of work items flagged with the status as Closed Cancel Click to discard the changes Run Admin Reports 1 Type the number of days to search back in time in the Report period box 2 Click Go The database will return an item count of all work items based on the number of days search criteria 3 Click the item count link to display the list of work items found 35329 TAME lt rcommands BORIQUEEY ee All open items modified in the last 30 days es ma Quer All open items modified in the last 30 days Items Contacts de Assigned Priority Status Category Modified A
136. nother way to look at queues is that they are groups of workers For example Workers assigned to the queue named Level 1 are workers who all been assigned to the Level 1 queue Helpdesk provides eleven default queues that correspond to classes of workers that are commonly found in a production Helpdesk environment These are Level 1 Workers accept and qualify work item requests If the work item cannot be resolved by a worker in the Level workgroup they dispatch the work item to field a technician Additionally Level 1 workers generally resolve issues such as password resets or How to type questions Level 2 Workers are generally more technical than a Level 1 worker If a work item cannot be resolved by a Level 1 worker the first level of escalation is to a Level 2 worker Typically this queue is assigned to a combination of telephone support people system managers or field managers Level 2 Desktop Level 2 workers trained to handle desktop issues Level 2 Network Level 2 workers trained to handle network issues Level 2 Server Level 2 workers trained to handle server issues e Operations Workers in the Operations queue are assigned work items generated for the Operations department Professional Services Workers in the Professional Services queue are assigned work items generated for the Professional Services department Altiris Helpdesk Solution User Guide 23 Chapter 3 Helpdesk Overview Contacts Human R
137. ns 7 Packages Policies C Reports He lution y Collections Policies EQ Notification Policies Qama 000 More than N new work items in M minutes Pod More than N open work items a More than N open work items in level 1 gt 4 More than N open work items in level 2 amp Re opened work items amp Scheduled work items past due a Scheduled work items past start date Po Work items on hold more than N days amp Work items open more than N days a Work items with more than N workers Po Workers with more than N open work items Reports E Inventory Solution Y Collections High priority items not assigned within 30 minutes 2 Open work items with no activity in over N minutes Note In order to display images in Helpdesk Solution notification e mail make sure that Show pictures is selected in Internet Options gt Advanced gt Multimedia For more information on Notification Policies see the Notification Policies section of the Altiris eXpress Notification Server User Guide on the product CD or on our web site at http www altiris com support documentation Altiris Helpdesk Solution User Guide 140 Chapter 7 Administration Service Level Agreements Service Level Agreements Service level agreements SLAs are a set of standards established to gauge the performance of machines work items etc Helpdesk Solution provide
138. ntermediate page where the worker can provide numeric data The resolved parameter will not be quoted Example prompt_number lt prompt gt workitem_number gt prompt_number Enter work item number lower boundary Work items gt Queries gt New This query requires your input Enter work item number lower boundary OK Cancel prompt_string lt prompt gt The parameter prompt_string lt Prompt gt will produce an edit control labeled with lt prompt gt on an intermediate page where the worker can provide string data The resolved parameter will be quoted Example prompt_string lt prompt gt assigned_to_worker_name gt prompt_string Enter a worker name Work items gt Queries gt New This query requires your input Enter a worker name S OK Cancel prompt_lookup lt prompt gt lt lookup query name gt The parameter prompt_lookup lt prompt gt lt lookup query name gt will produce a drop down on an intermediate page where the worker can select a value from the drop down The resolved parameter will be the ID of the selected value and will not be quoted The second parameter must be the name of an existing lookup query Lookups are customizable As long as a query is created for the lookup and the lookup table follows the format of existing lookup tables the lookup prompt parameter will produce a drop down 3 66 Example
139. o consoles My Helpdesk and NT User for users authenticated by the Integrated Windows Authentication These consoles map users to a Helpdesk contact record in the Helpdesk database The User console uses an e mail address and a Helpdesk only password to allow end users to create work items and view previously created work items These users are mapped to Helpdesk contacts and therefore can participate in e mail notification and other Helpdesk activities Anonymous access and Integrated Windows Authentication are enabled for this entry point These Helpdesk passwords are not secure and are not required The Guest console collects no special information and displays a simple create work item interface Anonymous access and Integrated Windows Authentication are enabled for this entry point The purpose of the Work Item Request Guest Console is to allow non workers the ability to create work items that can be reviewed and assigned by workers Therefore the special worker guest will be the worker that appears in the Created by field for all work items created using the Work Item Request Guest Console Altiris Helpdesk Solution User Guide 38 Chapter 5 Configuration Setting Permissions Console Security Once IIS has authenticated the requesting user then NTFS permissions on the directory holding the requested default aspx file is checked to determine if the user has NTFS read permissions for the file usually inherited from the directory
140. off Helpdesk Logs the worker off the Helpdesk system Help Opens online searchable Helpdesk files Altiris eXpress logo Link to the Altiris web site www altiris com Altiris Helpdesk Solution User Guide 48 Chapter 6 User Interface Altiris eXpress Helpdesk Consoles Item Count Date and Time The item box current date and time open item count and queued item count are displayed on the lower left hand side of the Worker console page Item or 9 19 2002 4 10 43 PM Open D items Queued no queue Item Type the work item number you want to view or edit in the Item box View icon Click to view the work item whose number is in the Item box Edit icon Click to edit the work item whose number is in the Item box Date and time Displays the current date and time of the Helpdesk server Open Click the item count to display a list of open items assigned to you Queued Click the item count to display a list of work items in the Your retrieve queue Bulletins The bottom of the Worker report is reserved for bulletins Bulletins keep workers and users updated on system maintenance outages pending problems or other Helpdesk information Bulletins 9 25 2002 5 28 51 PM KHennebry Phone outage All company phone lines will not dial outbound long distance calls The carrier as been notified no ETA for resolution at this time 9 25 2002 12 40 03 AM Welcome Welcome to Altiris express The Wor
141. oint However there is one exception Helpdesk administrators may want to control how workers and users self enroll into Helpdesk How to do that is described below lt configuration gt lt appweaver net gt lt consoles gt lt console gt lt command gt lt console gt lt consoles gt lt appweaver net gt lt helpdesk net gt lt console configuration gt lt credential gt lt helpdesk net gt lt configuration gt The lt appweaver net gt element and its children define what consoles are available in that entry point and what commands are available in those consoles The lt helpdesk net gt element has two children that are described below lt console configuration gt This element has two or three attributes e allowDatabaseConfig Legal values are yes or no The value yes means that workers who use this entry point will be able to attempt to configure the Helpdesk database by running a Helpdesk configuration command defined in the console This command will be run whenever Helpdesk determines it is not correctly configured usually when the application starts after an installation or upgrade By default only the Admin entry point and console has this value set to yes It is dangerous and unhelpful to allow non admins access to this command Altiris Helpdesk Solution User Guide 40 Chapter 5 Configuration Entry Points The value no means that database configuration is not
142. olution Center you want to install from To install from the Altiris CD insert the CD in to the CD ROM drive then select Search the CD drive on the Notification Server for the Solution Center To install from the Internet select Use the Solution Center on the Altiris Web site To install from another location select Specify another location and enter the URL in the Solution Center box 6 Click Apply 7 Click the Solutions Center tab and wait a moment for the screen to refresh 8 Ifyou are using the Altiris CD for the Solution Center or a location other then the Altiris Web site the Browse For Folder dialog box appears Browse to the CD or the directory where the Solution Center is located and click OK 9 Click Helpdesk and Problem Resolution 10 Click Helpdesk Solution 11 Click Start The download and installation process Setup starts Beside the Helpdesk Solution files the NET Framework Service Pack 2 and MDAC 2 7 components may have to be installed This will happen automatically You may have to reboot the system after the installation has completed Satellite Helpdesk A satellite Helpdesk is installed and configured locally on a satellite computer which does not have NS installed but otherwise meets all Helpdesk prerequisites For details see Helpdesk Solution Satellite Architecture on page 10 To Install a Satellite Helpdesk 1 Copy the AeXHD exe file to a computer not running Notification Serve
143. on supports three views table graph and pivot and provides the ability to drill down into the view and ultimately navigate with context to the Helpdesk Solution console Helpdesk Solution supports scheduling as well as custom report views The latter is used to provide select reports to managers and specific workgroups Unless otherwise specified the reports take the last N days or a start date and end date as parameters Altiris Helpdesk Solution User Guide 139 Chapter 7 Administration Notification Policies Notification Policies Notification Policies automate the monitoring of work item activity Writing a new Notification Policy is as easy as writing a SQL query that evaluates to true Notification Policies support the following notification methods E mail Launch invoke application SNMP Trap e Generate Report and e mail the URL Helpdesk Solution Work Item creation The Helpdesk Solution Notification Policies can be accessed through the Notification Server Web Administrator by clicking Start gt Programs gt Altiris gt Altiris eXpress gt Notification Server gt Web Administration Console then in the left pane selecting Helpdesk Solution gt Policies gt Notification Policies The following Notification Policies are provided in Helpdesk Solution EN craigww E Altiris express Configuration Collections y Packages Policies C Reports Application Metering Solution y Collectio
144. or Last query results listed below Common tasks If the worker saved the query to a new name the query will appear in the Based on drop down list as well as in the List query page once the browser is refreshed Modify New Query Search Work items gt Queries gt New query New query Name oo de select Get Expression Modify parameters Pun save _ cancel Items Title Assigned Priority Status Category Modified oo f 3 Phone is broke KHennebry ASAP Open Break Fix Phone No Dial T 9 27 2002 6 11 15 PM EP 7 Windows blue screen KHennebry ASAP Open Not specified 9 30 2002 11 48 14 Helpdesk Solution has a parameter replacement system so that input can be solicited whenever the query is run Note that the query system only works against the most recent version of all work items workers cannot query against work item history directly unless they type in valid Transact SQL sub select statements that query against the workitem_detail_view view To Modify a Query Search 1 Click Work items gt Queries gt New query 2 Usually it is easiest to modify the codes of an existing query Select an existing query from the Based on drop down list 3 Click Get Expression Altiris Helpdesk Solution User Guide 72 Chapter 6 User Interface Using Queries Modify the parameters of the query Click Run If you would like to save this query you must give the query a name in the Name box Click
145. ormation Find Contact New Work Item The Find feature on the New work item page allows users to enter a partial name or phone number this is configured by Professional Services into the Find text box and then click Find The text pattern can be any valid expression supported by Transact SQL LIKE such as _ For example to search for all contacts named John you could specify the pattern John The search pattern will only be used to find active contacts As an added convenience the Find option will prefix and suffix the pattern entered in the text box with ifa symbol is not detected in the pattern This will result in a slower search performance as a table scan is performed If a search pattern is not specified when Find is clicked the user will be presented with a validation message If one or more contacts match the specified pattern then the contact drop down list will be populated Additionally a results count option will be added and automatically selected to indicate the number of matches Work items gt New work item New work item E a ZB el ay ae 0 Time spent ____ minutes Total time 0 minutes select 2 found none select 2 found John Deer phone unspecified John Smith 801 123 4567 The data presented in the drop down list will be a combination of the contact s name and phone number If a phone number is not specifie
146. ource page will not be displayed Click Continue the Configure Helpdesk is complete and the Helpdesk application will restart All workers connected to Helpdesk will lose their work if they are editing data at the time of the restart If no errors occur the Admin worker will return to the Admin report page Altiris Helpdesk Solution User Guide 129 Chapter 7 Administration Delete Work Items Delete Work Items The delete function allows workers to search the Helpdesk database by entering a search criteria locate work items that are no longer needed in the system and then delete them permanently The search results display in the Item list where workers select the work items to delete Note This is a powerful feature Deleted work items cannot be recovered except by a database backup Simple Tab The simple search is different then the Advanced search as there are fewer fields used to define the search If you enter more than one field entry for the search criteria the result will yield a more precise Item list as opposed to searching on one field criteria only Note To search for All items within a field click inside the field and then click Find The result will show all work items present in the Helpdesk database where the search field has be defined with an entry other than null Work items gt Delete work items Delete work items Simple Advanced Title A Match all words z Comment O Match all words
147. p of the existing software Downloading the latest AeXHD exe and running it manually will upgrade Helpdesk Solution also If you use Add Remove Programs to remove the previous version of Helpdesk any customization to the web site you made may be lost and have to reconstituted Upgrading an interim development database is not supported and requires the creation of a new database An interim development database is defined as any database created by a non released version of Helpdesk Solution Interim builds during beta testing should be removed using the Add Remove Programs in the operating system Subsequent builds can then be installed once the previous build has been removed Anytime Notification Server is being updated to a newer version along with Helpdesk Solution Notification Server should be upgraded before upgrading Helpdesk Solution IMPORTANT Beta releases are always required to be installed on test servers and kept separate from released production installations of Helpdesk Solution Uninstalling You can use Add Remove Programs in the Windows Control Panel to uninstall the Altiris eXpress Helpdesk Solution We recommend stopping and restarting IIS before you uninstall Helpdesk Solution This will provide a cleaner uninstall Note Restarting IIS will cause current users to lose their work If you added files to the Helpdesk Solution custom directories they will not be deleted by Uninstall but any files installed by
148. play 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 Delete contacts pages Contacts gt Contact home Contact home Total number of contacts 7 Recent contacts Name NT ID Email Phone Company 60 f Jared Sasser ALTIRIS JSasser jsasser altiris cam NA Bob Bsmith Bsmith altiris com Altiris Items 1 to 2 of 2 Page 1 of 1 To perform a contact task click one of the links below e Find one or more contacts e Create a contact e Delete contacts 1 Click Contacts gt Contacts home 2 Select one of the following options Find one or more contacts e Create a contact e Delete contacts Note A list of most Recent contacts will display on the Contacts home page Altiris Helpdesk Solution User Guide 80 Chapter 6 User Interface View Contacts View contact View contact Jared Sasser Sasser Employee ID Phone Cell phone Pager e mail VIP Password Company information Location Company Organization Comment Assets External Id Serial ere Computer 69 Monitor Computer Status Department Asset tag Items 1 to 2 of 2 Title Assigned Priority Status Hard drive Level 1 Medium Cannot find my Level 1 Medium oo Windows blue s KHennebry ASAP 917 testing open Level 1 Medium Page 1 of 1 Cate
149. r 2 Run the AeXHD exe file and then follow the instructions of the Helpdesk Wizard Step 3 The Altiris eXpress NET Configuration Wizard When Setup is finished the Altiris eXpress NET Configuration Wizard is launched automatically You can also run the wizard at any time from the Start Menu shortcut To run the NET Wizard manually do the following 1 Start Menu gt Programs gt Altiris gt Altiris eXpress gt Helpdesk Solutions gt Helpdesk ASP NET Config 2 See Altiris eXpress NET Configuration Wizard on page 29 for detailed instructions on how to run this wizard Altiris Helpdesk Solution User Guide 19 Chapter 2 Installing and Setting Up eXpress Important You will not be able to run Helpdesk successfully until you run and complete this wizard When you do it will launch Helpdesk and usually present you with the Configure Helpdesk command See Configure Helpdesk on page 128 for more detailed instructions Step 4 The Configure Helpdesk Command When you finish the Configure Helpdesk Command the Helpdesk Solution basic setup is now complete Note When Helpdesk Solution is installed configured and set up all Notification Policies are disabled by default You will want to review and disable any policies not needed to prevent excess notifications For information on policies see Notification Policies on page 140 Altiris Helpdesk Solution User Guide 20 Chapter 3 Helpdesk Overview
150. r example at a public walk up kiosk No authentication takes place and no contact information is created about the end user using the console Any information collected by commands in a guest mode console is typically inserted into the work item comment field to be interpreted by a worker There are no other required attributes user Altiris Helpdesk Solution User Guide 41 Chapter 5 Configuration Entry Points This mode allows the console to execute a login command to collect an email address and password to identify the end user as a contact in the Helpdesk database before permitting access to the console If a contact can be found and the optional password matches the user is shown the console and can perform operations similar to those available ina winUser mode console create new work items with the end user as the associated contact review work items previously created etc To speed up access to Helpdesk administrators can set the saveUserLoginCookie attribute to yes to allow Helpdesk to place a cookie on the client browser that serves as a valid user mode credential Then that user on that machine is not show the login command again after the first successful login user mode has five other required attributes userLoginCmd saveUserLoginCookie allowSelfEnrollment selfEnrollmentCmd denyCmd allowSelfEnrollment yes no e yes means that Helpdesk will permit the user to add their
151. r 7 Administration E mail Template Macros E mail Template Macros When you are adding or editing an e mail template you can use special macros in the message for the From Subject and Body boxes to represent data that will be inserted by Helpdesk Solution when it generates e mail using the template There are three different classes of macros simple complex and mail Simple Macros Simple macros resolve into a single value or work item data WORKITEM lt workitem_field gt lt workitem_field gt is the name of a field in the current work item the one that was just updated The value of that field replaces the macro For Example WORKITEM workitem_number will be replaced with the work item s number The list of valid fields corresponds to the columns in the workitem_current_view view CONTACT lt contact_field gt lt contact_field gt is the name of a field in the record of the contact that is associated with the current work item Note All contact information is available using the WORKITEM macro MANAGEDOBJECT lt managed_object_field gt lt managed_object_field gt is the name of a field in the record of the asset that is associated with the current work item All asset information is available using the WORKITEM macro ASSIGNED_TO_WORKER lt worker_field gt lt worker_field gt is the name of a field in the record of the worker that is associated with the current work item as the a
152. r later Opera 4 0 or later End User Console Although Helpdesk Solution works from any web browser it works best with Internet Explorer 6 0 or later Altiris Helpdesk Solution User Guide 12 Chapter 2 Installing and Setting Up eXpress The Installation and Setup topic list includes the following e Step 1 Notification Server Computer Requirements page 14 e Install Prerequisite Software to Notification Server page 15 e Install Notification Server page 18 Step 2 Install Helpdesk Solution page 19 e Satellite Helpdesk page 19 e Step 3 The Altiris eXpress NET Configuration Wizard page 19 Step 4 The Configure Helpdesk Command page 20 Installation Preview The Helpdesk Solution setup process consists of the following tasks Create a Helpdesk user on the Windows server running Notification Server Create Helpdesk user queues Configure Helpdesk Create Helpdesk accounts Using eXpress is easy Most of the work required to set up and use this solution has already been taken care of through predefined collections policies and reports The following list outlines the steps needed to get up and running e Altiris eXpress NET Configuration Wizard e Configure the Helpdesk database Software Requirements The following must be installed before installing eXpress e Notification Server version 5 5 or above For more information on installing Notification Server see the Altiris eXpress Notificatio
153. r 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 altiris e Work item request Please describe your problem or request Bare Susan Smith E mail or phone mith mycompany org Importance Medium Request Please fix my CD Rom it won t open E ll Bulletins 9 6 2002 10 44 23 AM Welcome Welcome to Altiris express 1 Open Work item request Guest console by entering either the complete URL http lt server name gt aexhd guest Default aspx or by entering a shortcut URL alias if created lt OR gt 2 Enter through the main entry point Altiris eXpress Helpdesk consoles name gt aexhd Altiris Helpdesk Solution User Guide http lt server 92 Chapter 6 User Interface Create Custom URL to Access Helpdesk Consoles 3 Type the required information in the form on the page 4 Click OK to save Work Item History When a work item is created a record of each action taken against the work item is recorded in the work item history It is not possible to remove information from the work item history Each history record includes the date and time used for historical reporting to determine When the work item request was first processed Create Custom URL to A
154. raining Recover Deleted Files Use Handheld Use Phone View Email Attachment Other Reset Password Break Fix Copier Desktop New category Break Fix Category Route to default z Foston Insert before H M active lok cancel Route to Level 2 Level 2 Desktap Level 2 Desktop Level 2 Desktop Professional Services Level 2 Desktop Level 2 Desktop Level 2 Network Level 2 Desktop Level 2 Level 2 Server Level 2 Level 2 Network Level 2 Desktap Level 2 Desktop Level 2 Network Level 2 Network Level 2 Desktop Level 2 Desktap Level 2 Desktop Level 2 Desktop Status Default 1 Click Admin gt Categories gt Edit categories Categories 2 Use the scroll bar to view all categories currently in the system Click New next to the category where you want to insert a new category Note The category you selected is displayed on the bottom of the screen See the example above 3 Type the name of the Category in the box 4 Select the Position for the new category from the drop down list The option you select determines how the new category will be inserted in the category list The options are Insert before Insert after Insert as a child Example The Service Request category Service Service New BEFORE Level 2 Desktop Service Request Operations Rennie Other Level 2 Server Software Level 2 Desktop 2 Microsoft Office Level 2 Desktop
155. rch fields Page Items Item Description Contact Name Type the Name of the new contact Contact E mail Type the E mail address of the new contact Asset Type a description of the asset Asset type Select the Asset type from the drop down list Modified by Type a worker name who modified the asset Created by Type a worker name who created the asset Modified by date Type the date range to search then select either the before or after range option Created by date Type the date range to search then select either the before or after range option Start by date range Type the date range to search then select either the before or after option Due by date range Type the date range to search then select either the before or after option Find Click to begin search Reset Click to clear form Delete Contacts The Delete contacts page lets you Find and Delete contacts from the Helpdesk systems database Contacts gt Delete contacts Delete contacts O Bob Name NT ID Bsmith Bsmith altiris com Altiris TF Byron Uhrhan Altiris buhrhan buhrhan altiris Phone Company D Ed Galbraith egalbraith altiris com 801 805 1114 Altiris O Jared Sasser jsasser altiris com O Kathi Hennebry khennebryGaltiris com 805 1161 D Michael Ashton Altiris mashton mashton altiris com D Rick Gines Altirisirgines rgines altiris com 801 555 1212 ll Next gt gt Can
156. ries Altiris Helpdesk Solution User Guide 78 Chapter 6 User Interface Using Queries Last Query Results This option will display the results from the last query run by the worker currently logged into the Helpdesk Worker console Work items gt Last query results Last query results Description All open iterns Expression workitem_status_lookup_id 300 Last run 2 17 2003 7 34 24 PM Assigned Priority Status Category Modified oo g 2 Cannot access the Internet Level 1 Medium Open Not specified 2 11 2003 6 13 5 po Test Level 1 Medium Open Not specified 2 11 2003 10 33 6a ff 3 Driver Error Kathi Medium Open Not specified 2 13 2003 2 26 A 1 Monitor Broken Level 2 Deskt Medium Open BreakOFix 2 13 2003 2 59 eps Cannot access eOmail server Level 1 Medium Open Not specified 2 10 2003 2 00 Es Need printer installed Level 1 Medium Open Not specified 2 10 2003 2 06 epa CDOROM drive broke Level 2 Medium Open Break OFix 2 13 2003 2 25 po Monitor screen is blue Level 1 Medium Open Not specified 2 10 2003 2 14 edp 7 Cable to Monitor is loose Level 1 Medium Open Not specified 2 10 2003 2 47 y Items 1 to 9 of 9 Page 1 of 1 fi e Rows perpage 50 7 Save query 1 Click the Work items gt Last query results listed below Commands lt OR gt 2 Click Last query results listed below Common tasks 3 Click Refresh to re run the query the Items list will update the results 4 The
157. ring string string string string string string string string string string uint string uint string uint string uint string uint string string string string string uint string uint string Acceptable values and comments a 1 v a active i inactive v virtual inactive workers can be inactive virtual workgroups or inactive real workers a 1 v a active i inactive v virtual inactive workers can be inactive virtual workgroups or Inactive real workers Altiris Helpdesk Solution User Guide 75 Chapter 6 User Interface Using Queries Query Parameter Replacement There are a number of special parameters that the query system recognizes When a query is run the parameters are resolved and the results are returned With the exception of current_worker_id all queries containing parameters will present an intermediate page where the worker can provide input current_worker_id The parameter current_worker_id will automatically be resolved to the ID of the credential worker The resolved parameter will not be quoted Example My open items workitem_assigned_to_worker_id current_worker_id and workitem_status_lookup_id 300 example work items that the current worker created workitem_created_by_worker_id current_worker_id prompt_number lt prompt gt The parameter prompt_number lt Prompt gt will produce an edit control labeled with lt prompt gt on an i
158. rk item Linked by Name of worker responsible for linking items E mail Set e mail notifications for the current work item Save Save work item changes Save and new Save and start another new work item Cancel Discard the changes Time Spent The Time spent minutes working on the current work item minutes starting from when the page is displayed This number can be changed if other work has been performed not related the time spent using the Helpdesk work item user interface Total Time Total time spent by all workers on this work item the sum of all Time Spent values entered Altiris Helpdesk Solution User Guide 51 Chapter 6 User Interface New Work Item Add New Work Item a fF WO N o 0 N Q 11 12 13 14 15 16 17 18 19 20 21 Type a description for the new work item in the Title box The title is a required field All the other fields are optional or have default values Type additional Comments in the box Select a Category from the drop down list Select the Priority status from the drop down list Select an Assigned worker or queue to assign the work item to from the drop down list The default option of unassigned will automatically assign the work item to the worker or queue according to the Routing Rules defined Select the Status of the work item from the drop down list Select the Type of work item from the drop down list Type an External ID number
159. rk item to another work item For more information see Link Work Items on page 56 Click Attach to add additional file information to the work item For more information see Attachments on page 55 Click Select a contact to associate a contact with the current work item For more information see Find Contact New Work Item on page 61 Click Select an asset to associate an asset with the current work item For more information see Find Contact New Work Item on page 61 Click Save The work item you created will display in the View work item page lt OR gt Click Save and start a new one The work item is saved and the New work item page is displayed for you to create a new work item Altiris Helpdesk Solution User Guide 52 Chapter 6 User Interface View or Edit Work Items New Work Item The View work item page allows you to review any work item added to the Helpdesk database This page appears when you Save a new work item or when you select a work item by clicking on the glasses icon The work item number used as reference for problem resolution and tracking purposes is displayed in the upper left hand corner of the page The information you entered when adding a New work item in addition to the History of the work item can be reviewed or edited Next gt gt Nr a Item not in last results di Work item properties 7 Item 3 Driver Error none selected none selected Cat
160. rmation in the form on the page 4 Click OK to save Altiris Helpdesk Solution User Guide 91 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 H altiris ss Welcome to Helpdesk Welcome to Altiris express Helpdesk Please log on E mail ssmithmycompany ori Password renner Enter your Helpdesk password If you ve never visited Helpdesk before click here to create a new account 1 Type your e mail address in the E mail box 2 Type your password in the Password box 3 Click OK to logon to the User console 4 If 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 mail box e Click click here to create a new account Type the required information in the form on the page e Click OK to save Work Item Request Guest The Work item request Guest allows a use
161. roblems and plan work for those assets In addition SMS administrators can create collections that will not advertise a program to machines with open work items if desired SMS resource information can be imported into Helpdesk Solution and associated with the work items in the Helpdesk Solution database This permits historical reporting based on platform domain and location as well as change management reporting for a machine over the life of the system See Also For more information about leveraging SMS functionality from a browser see the Web Admin for SMS User Guide on the product CD or on our web site at http www altiris com support documentation e For more information about registering SMS as a source for importing data see View Source on page 124 Altiris Helpdesk Solution User Guide 26 Chapter 4 Installation The Helpdesk Installation topic list includes the following Prerequisites page 27 e Installation page 28 Helpdesk Setup page 28 e Altiris eXpress NET Configuration Wizard page 29 e Modifying Helpdesk Solution Installation Configuration page 31 Upgrading Releases page 32 e Uninstalling page 32 Localization page 33 Prerequisites Server Helpdesk Solution requires the following Altiris eXpress Notification Server 5 5 SP2 or later Microsoft 2000 Server Advanced Server with SP2 with a CD ROM drive Hard drive formatted with NTFS file system Microsoft IIS 5 0 IIS 5 0
162. rrespondence Select an email template to use Please review this work item To Send E Mail Messages 1 o ON Oo a A WO N Click Work items gt New work item Click E mail Select the check box to send e mail notification to the Current contact Select the check box for each additional worker use the scroll bar to view options Type a SMTP format e mail address for each additional mail recipient in the box Select an E mail template from the drop down list Type a message in the text box Click Done to return to the New work item page Click Clear to discard changes Altiris Helpdesk Solution User Guide 58 Chapter 6 User Interface Additional Work Item Information E mail Page Field Description Page Items Item Description Current contact Select check box to e mail current contact These workers Select check box for all applicable workers These addresses SMTP e mail address of recipients separated by semicolons myname mycompany com bas buz org E mail templates Format of the body of the e mail message The Message field will be inserted into the body of the email as determined by the template chosen Message Main content of the e mail notification This is not the same as the work item comment Done Save changes Clear Clears the users selections from the page View Contact Properties New Work Item The View contact properties page displays is used to view and ed
163. rs cannot decide whether to accept the cookie or not no means Helpdesk will not write the user credential cookie Users will see the login command every time they start a new Helpdesk session Note that Helpdesk requires that cookies be enabled at all times but does not write permanent cookies except for this one This is a change from previous versions of Helpdesk which managed several cookies Licensing From the time you install this solution you have 7 days to register the product and obtain an evaluation license from the Altiris web site For information on getting a license and how to purchase a product see the Altiris eXpress Getting Started Guide or Altiris eXpress Notification Server User Guide Note To see how long you have before the trial license expires in the eXpress Web Administrator click on the Licensing tab and look at the Expires column Helpdesk will also display trial license information in a yellow banner at the top of the each page of output Altiris Helpdesk Solution User Guide 43 Chapter 6 User Interface The User Interface topic list includes the following e Altiris eXpress Helpdesk Consoles page 46 Helpdesk Worker Console page 47 Default Page Description page 47 e Commands page 47 Common tasks page 48 Toolbar Description page 48 e Item Count Date and Time page 49 e Bulletins page 49 The Worker Report page 49 e View or Edit Work Items page 53 e New Wor
164. rules are executed in the order they appear in the List Rules command from top to bottom For each rule in the list the criteria are evaluated If the criteria are satisfied the work item is assigned to the worker specified by the rule If that rule is set to be a terminal rule then the rest of the rules are not evaluated If the rule criteria are not satisfied or the rule is not marked as a terminal rule the next rule is selected and rule evaluation proceeds Routing rules are always evaluated every time a work item is created or edited Routing rules replace the category routing feature found in earlier versions of Helpdesk The initial set of rules is constructed from the category routing data previously managed by Helpdesk as is the default worker This means that the routing behavior of Helpdesk after upgrading from an earlier version of Helpdesk is identical Routing rules are much more powerful than the old category routing system Administrators can make routing decisions based on any field in the work item in combination or in sequence A special criteria Work item is unassigned makes it easy to use the idea that routing only occurs when no worker is assigned to a work item as was the case in the previous category routing feature however not using that criteria can give administrators very fine control based on other fields For example a routing rule like Assign to the Supervisor queue if the contact_vip_flag is true and priority i
165. s Access Email Level 2 Desktop Level 2 Desktop Level 2 Desktop Professional Services Level 2 Desktop Use Handheld Level 2 Desktop st query ri Use Phone Level 2 Network Retrieve queued item View Email Attachment Level 2 Desktop Other Level 2 2 Y Reset Password Level 2 Server Item 6d a d Break Fix Level 2 Copier Level 2 Network 9 23 2002 2 29 55 PM Desktop Level 2 Desktop O MAARE Monitor Level 2 Desktop D items Level 2 Network Level 2 Network Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Level 2 Desktop Queued no queue T Machine Discovery Hl Other Email ELLE ADELA EEE AULA The icons shown below allow you to Add Edit Move Copy or Delete categories appropriate icon to perform the desired function Edit Copy New Altiris Helpdesk Solution User Guide Click on the 101 Chapter 7 Administration Add New Category You can add new categories to the Helpdesk database by following the steps below lt rcommands Admin items Contacts t Workers rv vvv Recent lt rCommon tasks st query results e queued item Item 7 e p 9 10 2002 11 33 46 AM Open D items Queued no queue Edit categories Edit categories Not specified How to Access Email Access the Web Install Printer Drivers Professional Services T
166. s to true Click OK Altiris Helpdesk Solution User Guide 110 Chapter 7 Administration Routing Rules Delete Routing Rules altiris Admin gt Routing rules gt Delete routing rules Delete routing rules Routing rules Name Route to Comment TT Route to Asset Management Asset Management 20 categories Route to Level 2 Desktop Level 2 Desktop 59 categories wv Route to Level 2 Network Level 2 Network 39 categories lt rcommands Admin Work items Contacts Assets Workers SETS WM Route to Level 2 Server Level 2 Server 21 categories o Route to Operations Operations 12 categories PM Route to Human Resources Human Resources 1 categories lt rCommon tasks New work item Find work items Io Route to Professional Services Professional Services 1 categories Route to DeploymentOsw Delivery Deployment OSW Delivery 3 categories Last query results ly Route to Level 2 Level 2 9 categories Retrieve queued item Item s Pf 2 9 2003 2 56 31 PM Open D items Queued no queue Work item queries To Delete a Routing Rule 1 Click Admin gt Routing rules gt Delete routing rules 2 Select the check box of the Route rule you want to delete from the list and then click Next The following confirmation screen appears Admin gt Routing rules gt Delete routing rules Delete routing rules Are you sure you want to delete the following items Routing rules
167. s ASAP is easy to create and will make the assignment no matter who the work item is currently assigned to A subsequent rule could be added that says Assign to worker Kathi when current worker is Supervisor and workitem_category contains Documentation Then a work item from a VIP contact that is about documentation will get routed to Kathi no matter what Note If a worker attempts to assign that work item to Dave the worker might be confused when Kathi is still the assigned worker List Routing Rules The List routing rules page displays a list of all routing rules by Name Route to Comment Status and Terminal columns The toolbar on top of the page shows the following icons New rule e Edit rule e Move rule up Move rule down Delete rule ARE Admin gt Routing rules gt List routing rules lt rcommands admin Y List routing rules Work items Contacts Route to Commen Status Terminal gt Route t nen 2 EN Active gt Route to lLevel esk 59 categories Active gt Route to Level 2 Network 39 categories Active rCommon tasks gt Route to Level 2 Server 21 categories Active gt Route to Operations 12 categories Active gt Route to Human Resources 1 categories Active gt Route to Professional Services 1 categories Active Work item queries gt Route to DeploymentOSW Delivery 3 categories Active Last query results gt Route to Level 2 9 categories Active Workers H
168. s reports that provide data regarding your SLAs These reports combined with Helpdesk Solution Notification Policies provide a powerful tool for managing your SLAs The Helpdesk Solution SLA reports can be accessed through the Notification Server Web Administrator by clicking Start gt Programs gt Altiris gt Altiris eXpress gt Notification Server gt Web Administration Console then in the left pane selecting Helpdesk Solution gt Reports gt Service Level Agreement Helpdesk Solution provides these SLA reports 1 2 3 4 Work items not completed within the SLA Work items that are past due not closed Average time to close work items by category Average time to process a work item Altiris Helpdesk Solution User Guide 141 Chapter 8 Troubleshooting Log Files Components that encounter errors while running place messages in a log file in the Altiris eXpress logs folder on the Notification Server computer The log is an XML text file that you can open in a text editor or within Internet Explorer 5 Altiris Helpdesk Solution User Guide 142 Index A accessing Helpdesk Solution through a custom URL 93 administration bulletins 122 sources 124 workers 135 Altiris support 7 assistance 7 B bulletins administration 122 Cc comments search in 69 console administrator 22 end user 23 worker 22 consoles 21 22 contact information 7 contacts 24 conventions for document 6 copyright 2 creat
169. se fields are stored in the db The resolved parameter will be quoted Example prompt_date lt prompt gt Altiris Helpdesk Solution User Guide 77 Chapter 6 User Interface Using Queries workitem_start_on gt prompt_date Work items that will start on or after This query requires your input Work items that will start on or after 8 19 2002 E ok Cancel lt August 2002 Sun Mon Tue Wed Thu Delete Queries The Delete query page allows workers to delete queries they have added or modified to the system They cannot delete the default shared queries that come with Helpdesk Solution Work items gt Queries gt Delete queries Delete queries Name Shared No O New Query Added to System Next gt gt Cancel Click Work items gt Queries gt Delete queries Select the check box next to the query Name you want to delete Click Next to continue Pb OO N The queries you selected will appear Admin gt Bulletins gt Delete bulletins Delete bulletins Are you sure you want to delete the following items Bulletins Tite Modified b Modified on Visible to quests Status Phone dial out issue KHennebry 9 17 2002 2 41 33 PM No Active lt lt Back Finish Cancel A prompt will display the following message Are you sure you want to delete the following items 5 Click Back to change the selected queries to delete 6 Click Finish to delete selected que
170. ser Interface Contacts Find Contacts Page Field Description Page Items Item Description Name Type the Name of the new contact NT ID Type the NT ID of the new contact E mail Type the E mail address of the new contact Phone Type the Phone Number of the new contact Company Type the Company name of the new contact Department Type the Department name of the new contact Organization Type the Organization the new contact is associated with Title Type the job Title of the new contact Employee ID Type the Employee ID of the new contact Status Select the check box to indicate Active or Inactive VIP Select the check box to indicate VIP status Find Click Find to perform search New Click to add New contact information Delete Click to Find a contact to delete from the database New Contact Contacts are the users who request help from Helpdesk workers Although contacts can be added to the system from this page and when work items are created it is more efficient to import contact data from Notification Server sources Helpdesk workers are also contacts Contacts gt New contact New contact The pas Name 7 E mail E S J NT ID Po Title o gt M active ord is used when this contact is logging in as a guest Company information Location Organization none E Select organization or type new one GA Department IA
171. site www altiris com Read the product Release Notes The Release Notes contain important information on the current release including limitations and application specific workarounds Many customer questions are answered in the Release Notes Review the information in the Altiris support forums go to www altiris com and click on Support and then Forums If you cannot find the answer to your question in the forums you can post your own question The forums are monitored by our Support engineers who will help you with your questions Support Contact Information Altiris is a global organization with operational centers in the following geographies e Americas in Lindon Utah covering North and South America e Asia Pacific in Sydney Australia e Europe Middle East and Africa EMEA in Landau Germany Contact information for each of these operational centers is available at www altiris com contact When contacting Support please include the following information in the e mail or have it ready when calling Your name e mail address and phone number Product name and product version Specific details about the problem including specific system messages error codes and logs Details about your system including the operating system applied services packs hardware configuration network details and other applications running on the system To ensure that you are using Altiris products in the most effective way Altiris offers in
172. source Admin gt Sources gt List sources lt rcommands Tiet Eneas UE SHS Source Admin gt List sources ow ource admin gt New NS Source Name Status SIS ASSER2 NS No Active Work items Sources Contacts Assets workers vrv vv v Recent lt rCommon tasks Click Admin gt Sources gt List source Click View next to the source name to display the source details Click Edit next to the source name to modify changes to the source Click Import next to the source name to import resources Click New NS Source see diagram above to add new NS source O a fF OO N Click New SMS Source see diagram above to add new SMS source View Source altiris view Source View Source JSASSER2 Edit impor Eos properties namat JSASSER2 SQLs y JSASSER2 AexNS_874 Uses SQL login sa Helpdesk will not be updated on a schedule Active lt YCommands Admin Work items Contacts Assets Workers vrv vvv Recents lt rCommon tasks eus 1 Click Admin gt Sources gt List source 2 Click View next to the source name to display the source details 3 Click Edit to modify source 4 Click Import to import data from other resources Altiris Helpdesk Solution User Guide 124 Chapter 7 Administration New NS Source S altiris Admin gt Sources gt New NS Source lt Srcommands New NS Sour
173. ssets gt igi Move my PC Level 2 Deskt Open Change Move Desktop Workers Qpe Email doesn Level 1 edium Open Not specified 9 Qe 3 Phone is br Level 2 Netw Open Break Fix Phone No Dial T 9 Recent RQP 4 Printer nee Level 2 Deskt Low Open How to Install Printer Driv 9 rCommon tasks R s Monitor is f Level 2 Deskt High Open Break Fix Desktop Monitor car RET ees Qs Access to Level 2 Netw High Open Break FixiWetworkiNo Co 9 1 3 5 RI Windows bl Level 1 ASAP Open Not specified 9 6 2002 5 14 Find work items Work item queries Last query results Retrieve queued item Item 7 Qe 9 6 2002 5 15 03 PM R Open D items Queued no queue Items 1 to 7 of 7 Page 1 of 1 Altiris Helpdesk Solution User Guide 99 Chapter 7 Administration Categories Categories List Categories All New work items entered into the Helpdesk system must be associated with a Category The Categories option is only available in the Admin console you can List Edit or Delete categories r 7 altiris lt rc Admin gt Categories gt List categories ommands adm Categories TE y Default category Not specified Edit Category Contacts 7 Assets Route to Status Not specified Default Workers How to Level 2 Recents Access Email Level 2 Desktop ma Access the Web Level 2 Desktop NS Install Printer Drivers Level 2 Desktop New work item Professional Servi
174. ssigned to worker Most assigned to worker information is available using the WORKITEM macro Use ASSIGNED_TO_WORKER to see information such as ASSIGNED_TO_WORKER worker_organization_name that is not available through the WORKITEM macro MODIFIED_BY_WORKER lt worker_field gt lt worker_field gt is the name of a field in the record of the worker that is associated with the current work item as the modified by worker Most modified by worker information is available using the WORKITEM macro Use MODIFIED_BY_WORKER to see information such as MODIFIED_BY_WORKER worker_organization_name that is not available through the WORKITEM macro Altiris Helpdesk Solution User Guide 120 Chapter 7 Administration E mail Template Macros Complex Macros Complex macros define a format that can include a mix of text HTML and Helpdesk Solution data fields that will be evaluated and replace the macro HISTORY_LIST lt format gt lt format gt is a mix of text including HTML tags and arguments of the form lt workitem_field gt The lt workitem_fields gt are identical to those used in the WORKITEM macro This macro will produce one row of data formatted according to the lt format gt for each history record for the current work item If the current work item has been updated 5 times then 5 rows will be output into the message Each row has the lt workitem_field gt arguments replaced
175. stalling and Setting Up eXpress 10 When all of the prerequisite software is installed and the following screen appears Read the information on the screen and click Finish a Wired Completing the Aline express Hotthcaleon Serve Sathware Prerequisite Wizard he gue rs o coment iaa on the comple TA ar ee ra et a i epee Maid dr Dare Da cise the rd dl bagn the rta of A sea Huici baras click Fa HR vas cua aon dang te nnas nd dd SP pao oidor aora Disrtad boat eee oui comoda Sie E ra The Install Helper will start the Notification Server installation Install Notification Server 1 When you complete the Software Prerequisites Wizard and then click Finish 2 When the AeXNSInstallHelper dialog appears read the information on the screen and click OK The Notification Server Installation will begin 3 After the Altiris documentation page appears the File Download dialog box is displayed do one of the following Click Open to execute the file e Click Save and then browse to a folder to save the file When the file is finished saving click Open 4 The AeXNS_5 5 msi file will download the Windows Installer will start and the Altiris eXpress Notification Server 5 5 Install Wizard will start Read the information on the screen and then click Next 5 On the License Agreement screen read the License Agreement click I accept the terms of the license agreement and click Next 6 On the Customer Information screen
176. t results in an asset being selected from the Select an asset page New asset Recent asset and Find asset Note Auto association only occurs when creating an item it does not occur when a work item is being edited To Find an Asset 1 Enter a partial name or location into the Find text box and then click Find 2 When the search results appear click the Asset drop down arrow and select an asset Select Asset New Work Item Work items gt New work item New work item Bes S A 0 Time spent minutes Total time 0 minutes Asset none selected C Keep current asset Remove current asset C New asset Ass Q Monitor z Find asset Name E Type Feny El External a A Location C Manufacturer O Model DO Serial OA Asset tag DY IP address E Status Hany E Organization Tany El Enter pattern and click find oK Properties Cancel To Select an Asset 1 Click Work items gt New work item 2 Click Select an Asset on the toolbar 3 Click one of the following options Keep current contact Remove current contact New asset Asset associated with current contact Altiris Helpdesk Solution User Guide 65 Chapter 6 User Interface Find Work Items The drop down list displays the assets which have been associated with the currently selected contact Recent asset Find asset e Type search criteria in any of the text boxes click Find
177. t the check box next to the worker or queue to whom e mail should be delivered when this rule runs Use the scroll bar to view the list select all that apply c These addresses Workers or queues not listed in the These Workers list can still receive notification by entering additional e mail addresses in the box Use a to separate multiple gt e mail entries Example worker hotmail com worker2 aol com 7 Where Select the criteria value from the drop down list which determines how the rule is evaluated when it runs Each criteria consists of a field an operator evaluation conditions and a value All of these criteria are true means that all of the criteria must evaluate to true in order for this rule to run Altiris Helpdesk Solution User Guide 113 Chapter 7 Administration Notify Rules Any of these criteria are true means that if one of the criteria evaluates to true then the rule will run 8 Select a value from the drop down list Values can be four different types string field operators and UI numeric boolean and lookup operators and UI wheres All of these criteria are true 3 Select Field Value Delete Comment version External ID to see this rule Priority kers from turning this rule on or off Status le a default for new items Category Assigned to rule during an item update Created by name OK c m H modified by name Is scheduled x 9 Clic
178. tacts page 80 e Contacts Home page 80 e View Contacts page 81 e Find Contacts page 81 Find Contacts Page Field Description page 82 e New Contact page 82 e New Contact Page Field Description page 83 e Assets page 84 e Assets Home page 84 e View Assets page 84 Find Assets page 85 New Asset page 85 e New Asset Page Field Description page 86 e Recents page 87 e My Helpdesk Console page 88 e My Helpdesk New Work Item page 89 Sort Work Item List page 89 Edit My Info page 90 Logoff page 91 e Work Item Request NT User page 91 e Work Item Request User page 92 e Work Item Request Guest page 92 e Create Custom URL to Access Helpdesk Consoles page 93 e Support for Pocket PC PPC page 94 Altiris Helpdesk Solution User Guide 45 Chapter 6 User Interface Altiris eXpress Helpdesk Consoles Altiris eXpress Helpdesk Consoles This section details the features and functionality of how to use Helpdesk consoles Server Access 1 Click Start gt Programs gt Altiris gt Altiris eXpress gt Helpdesk Solution gt Helpdesk Consoles 2 Select on of the following options altiris Altiris eXpress Helpdesk consoles Name Description Helpdesk Admin console Worker console with administrative functions for the Helpdesk Solution Helpdesk Worker console worker console for the Helpdesk Solution My Helpdesk console End user console appropriate for employees with an NT I
179. tem Search for work items requires search criteria Item number Type number of work item to link to Remove current Removes an attached work item item OK Click OK to continue with work item Time spent The Time spent minutes working on the current work item minutes This number can be changed if other work has been performed not related to the work item yet the work item is currently open on the screen Altiris Helpdesk Solution User Guide 57 Chapter 6 User Interface E mail Messages E mail messages can be sent to any worker queue or contact who has a valid e mail address as well as to ant SMTP format e mail addresses These e mails are delivered to the recipients specified as a part of the work item save process and can be requests from the worker updating the work item for additional information or to answer a question E mails are also sent when work items change using the Notify rules feature See Notify Rules on page 112 Work items gt New work item New work item Additional Work Item Information Bes o AO Time spent 17 minutes Total time 0 minutes E mail a message to specified recipients Send to EOmail templates Message F Current contact These workers M assigned worker FP Modified by worker TT Previously assigned worker FT Created by worker These addresses JSmith mycompany com Enter one or more eOmail addresses separated by Work item co
180. ter 7 Administration Bulletins Add New Bulletin ioe altiris Admin gt Bulletins gt New bulletin lt rcommands ETT 5 New bulletin Admin WO y Tte Phone dial out issue Contacts y Message All company phone lines will not dial out long distance the carrier has gt been notified No ETA for resolution at this time 3 gt yw Recent P Visible to guests lt rCommon tasks Miactive New work item C ok Lox Cancel Find work items 1 Click Admin gt Bulletins gt New bulletin 2 Type a description of the bulletin in the Title box 3 Type a message in the Message box 4 Select the check box if you want the bulletin displayed to users logged in through the Work item request Anonymous console 5 Clear the check box if you DO NOT want the bulletin to be Active 6 Click OK to save Delete Bulletin Admin gt Bulletins gt Delete bulletins Delete bulletins Bulletins Modified on Visible to guests Status Phone dial out issue KHennebry 9 17 2002 2 41 33 PM No Active O 3rd floor printer JSasser 9 12 2002 8 18 43 AM No Active O Welcome 9 6 2002 10 44 23 AM Yes Active Next gt gt Cancel 1 Click Admin gt Bulletins gt Delete bulletin 2 Select the check box next to the Title name of the bulletin you want to delete 3 Click Next to continue 4 The bulletin s you selected will appear Admin gt Bulletins gt Delete bulletins Delet
181. the Setup program that you modified will be deleted Uninstall does not delete or modify data or tables in SQL Server databases nor does it delete all Helpdesk Solution registry settings If you reinstall you will be presented with the previously configured SQL Server and database and the Helpdesk license data is not removed from Notification Server Altiris Helpdesk Solution User Guide 32 Chapter 4 Installation Localizat ion Localization Helpdesk Solution 5 6 supports localized versions of French German Portuguese and Spanish Assuming the browser is installed and properly configured Helpdesk will automatically display its content in the preferred language configured by the browser All text in the user interface will be localized to the above specified languages however database values in the drop down lists work item titles and comments will not Information from other components such as error messages from SQL Server is displayed in the configured language of the server or will be in English depending on how other components were installed Note You must change the locale setting of the computer to view the language in Internet Explorer 5 5 or later Consolas de Altiris eXpress Helpdesk Nombre Consola de administraci n de Helpdesk Consola del trabajador de Helpdesk Mi consola de Helpdesk Solicitud del elemento de trabajo Usuario NT Solicitud del elemento de trabajo Usuario
182. these passwords Comments This is a general purpose property of a contact but can be used to specify a question answer pair known only by the contact in the event that they have forgotten their password OK Click to save changes Cancel Click to abort function 83 Altiris Helpdesk Solution User Guide Chapter 6 User Interface Assets Assets Assets Home The Assets home page displays a list of the assets recently viewed or edited by the current worker Workers can also link to the Find assets New assets and Delete assets pages Assets gt Asset home Asset home Total number of assets 4 Recent assets Name Type External Id Serial Asset tag 60 f DVD Player Computer E 667 Network Hub Network port edl Monitor Computer Items 1 to 3 of 3 Page 1 of 1 To perform an asset task click one of the links below e Find one or more assets e Create an asset e Delete assets To Use the Assets Home Page 1 Click Assets gt Assets home 2 Select one of the following options Find one or more assets e Create a asset e Delete assets Note A list of most Recent assets will display on the Assets home page View Assets View asset View asset Monitor Monitor Type Computer External ID Name Location Lindon Office Manufacturer NEC Model AccuSync 70 Serial Asset tag IP address Os Organization Status Active Comment Add comments here Sources Asset was not imported Contacts
183. ties 1 Click Work items gt New work item 2 Click View asset properties 3 Ifthe information on the page needs updating or you want to select a different asset click Select to find an asset from the Helpdesk s database When you select an asset the information will populate this page 4 Update the form on the page as needed and then click Save Altiris Helpdesk Solution User Guide 63 Chapter 6 User Interface Additional Work Item Information Asset Page Field Description Page Items Item Description Name Type a short description of the asset Type Select a category Type from the drop down list External ID Type an External ID An External ID is appropriate for organizations managing external customers who need to identify the external customer with a unique ID Location Type the physical Location of the asset Manufacturer Type the Manufacturer of the asset Model Type the Model type of the asset Serial Type the Serial of the asset Asset Tag Type the number of the asset tag IP Address Type the IP address of the asset Organization Select Organization from the drop down list Status Select Status from the drop down list Comment Any additional free form information about the asset Items List of Work items associated with the asset Save Click to Save the changes Cancel Click to abort function Find Asset New Work Item The Find feature on the New
184. tors printers software products and more Assets gt New asset ew asset Name Type Other 3 External ID ocatio Manufacturer Model Asset tagi E IP address Os Po Organization __Inone Y M Active Select organization or type new one Comment a oK Cancel To Add a New Asset 1 Click Assets gt New asset 2 Type the asset information in the form on the page 3 Click OK to save Altiris Helpdesk Solution User Guide 85 Chapter 6 User Interface Assets New Asset Page Field Description Page Items Item Description Name Type a short description of the asset Type Select a Category from the drop down list External ID Type an External ID An External ID is appropriate for organizations managing external customers who need to identify the external customer with a unique ID Location Type the physical Location of the asset Manufacturer Type the Manufacturer of the asset Model Type the Model type of the asset Serial Type the Serial of the asset Asset tag Type the number of the asset tag IP address Type the IP address of the asset OS Type the operating system the asset is currently using Organization Select Organization from the drop down list or enter a new one in the box Comment Enter a text comment description of the new asset Status Check the box to indicate Active or Inactive OK Click to save changes Cancel Click to
185. tus of work items edit contact information submit comments to the help desk attach files or screen shots to work items The Helpdesk Solution ships with a Work item request Guest console to allow anonymous access in and open environment See Also e Administration on page 95 e Altiris eXpress Helpdesk Consoles on page 46 e My Helpdesk Console on page 88 e Create Custom URL to Access Helpdesk Consoles on page 93 e Console Security on page 36 and Worker Queues Workers A worker is a help desk worker or technician at any level Workers are created in the Administrator Console and must correspond to a valid Windows NT 2000 user account Administrators can assign a hourly rate to workers or to a worker s queue to track costs associated with work items The hourly rate is displayed in clear text and is visible to Administrators so caution should be used It is recommended to include an average hourly rate for a queue instead of a specific worker to maintain security Therefore it is critical that workers be assigned to an appropriate queue for successful cost analysis of labor hours Worker Queues Queues are like workers in that it is possible to assign work items to a queue Workers are able to run queries to list work items assigned to queues as well as retrieve work items from queues A worker has a specific queue that is assigned to the worker The worker can be said to belong to that queue A
186. ution User Guide 16 Chapter 2 Installing and Setting Up eXpress 7 Ifall of the components that can be downloaded have been downloaded but additional software needs to be installed a screen similar to the following appears listing the additional software that needs to be installed sul wert Proce Wired Completing the ANiris express Kottioaton Sern Software Prerequisite Wizard hal siiagi soler han bese inated The lar ral ede bat od bee rele oe Pei cord Wind COOP lard Sete Pan rad ha und ota sa hannan Eu cu on Bi cared Note which software needs to be installed and then click Finish Important You need to install the software that could not be automatically loaded and then run the Software Prerequisites Wizard again 8 Ifnecessary install Windows 2000 XP Internet Services as follows a b c g h On the Windows toolbar click Start gt Settings gt Control Panel gt Add Remove Programs In the left pane click Add Remove Windows Components Check the Internet Information Services IIS check box Click Details Check the File Transfer Protocol FTP Server and World Wide Web Server subcomponents check boxes Click OK Click Next Follow the instructions on the screen to complete the Windows Components Wizard 9 When all the required prerequisite software is installed and if needed restart the Software Prerequisites Wizard again See Step 1 Altiris Helpdesk Solution User Guide 17 Chapter 2 In
187. utions Center tab 8 Click Helpdesk and Problem Resolution 9 Click Helpdesk Solution 10 Click Start Setup will begin If the INET Framework and MDAC 2 7 components are not installed then Setup will install them and probably require you to reboot the system Setup will automatically resume after the reboot Altiris Helpdesk Solution User Guide 28 Chapter 4 Installation Helpdesk Setup 11 To start the Setup Wizard click Next 12 Read and agree to the license agreement and click Next 13 Select the destination directory and click Next 14 Click Finish The Altiris eXpress NET Configuration Wizard will launch go to Altiris eXpress NET Configuration Wizard on page 29 Important You will not be able to run Helpdesk successfully until you run and complete this wizard Altiris eXpress NET Configuration Wizard Altiris eXpress NET Configuration Wizard lets you configure Helpdesk to run under the identity of a user account set by an administrator You must complete this wizard to finish the installation before launching any Helpdesk console IMPORTANT Altiris recommends you choose the same account you supplied when you installed Altiris Notification Server That account should not be the account of a real user and it should be set so that the password never expires See the Notification Server documentation for more details about configuring that account If Helpdesk Solution fails to run because the password has expired or changed
188. vanced Title ASS wildcard search slow E Comment wildcard search slow Categor f any Scope Exact category y Pattern 4 Assigned fanyl E External ID 4 Find Reset Assigned Priority Status Category Modified fl Monitor Broken Level 2 DesktMedium Open Break OFix 2 13 2003 2 59 5 2 Cannot access the Internet Level 1 Medium Open Not specified 2 11 2003 6 13 ACA 3 Driver Error Kathi Medium Open Not specified 2 13 2003 2 26 Need printer installed Level 1 Medium Open Not specified 2 10 2003 2 06 de 5 Cannot access eOmail server Level 1 Medium Open Not specified 2 10 2003 2 00 6a 6 Monitor screen is blue Level 1 Medium Open Not specified 2 10 2003 2 14 oo 7 Cable to Monitor is loose Level 1 Medium Open Not specified 2 10 2003 2 47 fe CDOROM drive broke Level 2 Medium Open Break DOFix 2 13 2003 2 25 epa Test Level 1 Medium Open Not specified 2 11 2003 10 32 Items 1 to 9 of 9 Page 1 of 1 E e Rows per page 50 EE E Save query 1 Click Work items gt Find work items listed below Commands lt OR gt 2 Click Find work items listed below Common Tasks 3 Type the search criteria in one or more of the boxes then click Find Altiris Helpdesk Solution User Guide 66 Chapter 6 User Interface Find Work Items 4 The Items list at the bottom of the page shows all work items the found based on the search criter
189. ve successfully completed the Altiris eXpress Net Configuration Wizard 7 Click Finish When the wizard is complete the Helpdesk Admin console will launch Usually further configuration is necessary so you will see the Configure Helpdesk command Complete the command to finish the installation See Configure Helpdesk on page 128 for details Note When Helpdesk Solution is installed all Notification Policies are disabled by default You will want to review and disable any unneeded policies to prevent excess notifications For information on policies see Notification Policies on page 140 During the initial installation the user installing Helpdesk creates the first worker with his or her NT ID they can create new workers when the installation process is complete See Workers on page 135 for details Modifying Helpdesk Solution Installation Configuration After the initial installation you can run the Helpdesk ASP NET Configuration Wizard to change your Helpdesk Solution identity at any time 1 Click Start and select Programs gt Altiris gt Altiris eXpress gt Helpdesk Solution gt Helpdesk ASP NET Config 2 Make the appropriate changes and complete the wizard Altiris Helpdesk Solution User Guide 31 Chapter 4 Installation Helpdesk Setup Upgrading Releases Upgrading released version of Helpdesk Solution can be done by doing an upgrade check in the Solution Center This will install over the to
190. wn this is a shared dropdown Execute a command by selecting it from the dropdown and clicking the green arrow icon A Internet Explorer 9 35a altiris EEA 1 Ay Y Home v chyde ACME chyde 2 work items 2 work items O work items Overdue items i Planned items 0O work items Requested items O work items Resolved items 0 work items eld items O work items losed items item DO work View Tools amp fat Ej Altiris Helpdesk Solution User Guide 94 Chapter 7 Administration The Administration topic list includes the following e Helpdesk Admin Console page 97 e Commands page 97 e Common tasks page 97 The Admin Report page 98 e Admin Report Page Field Description page 99 e Run Admin Reports page 99 e Categories page 100 e List Categories page 100 e List Categories Page Description page 100 e Edit Categories page 101 e Add New Category page 102 e Modify Category page 103 e Move Category page 104 Copy Category page 105 e Delete Category page 106 e Routing Rules page 107 e List Routing Rules page 107 Edit Routing Rule page 108 e Process Order of Routing Rules page 108 New Routing Rule page 109 e Delete Routing Rules page 111 e Notify Rules page 112 e List Notify Rules page 112 e New Notify Rule page 113 Edit Notify Rule page 115 Delete Notify Rules page 116 e E mail Templates page 117 List Templates page 117 e New Te
191. work item page allows users to enter a partial name or location this is configured by Professional Services into the Find text box and then click Find The text pattern entered can be any valid expression supported by Transact SQL LIKE such as _ For example to search for all contacts named John you could specify the pattern John The search pattern will only be used to find active assets As an added convenience the Find option will prefix and suffix the pattern entered in the text box with ifa symbol is not detected in the pattern This will result in a slower search performance as a table scan is performed If a search pattern is not specified when Find is clicked the user will be presented with a validation message If one or more contacts match the specified pattern then the contact drop down list will be populated Additionally a results count option will be added and automatically selected to indicate the number of matches Work items gt New work item New work item Ek e f EN azi Time spent 3 minutes Total time O minutes SN a Y 1 E select 2 found ohn Find ELE none select 2 found John Server Lindon JohnTestPC location unspecified Title Comment The data presented in the drop down list will be a combination of the asset s name and location If a location is not specified for the asset the text message
192. yment DeploymentOSW Delivi3 categories Active gt Route to Level 2 Level 2 9 categories Active To Change the Process Order of Route rules 4 Click the arrow gt next to the Routing rule the row is highlighted 2 Click the Up or Down arrow on the toolbar The routing rule moves one level above or one level below its current location within the list Repeat this step as needed until the Routing rules are in the process order you want Edit Routing Rule To Edit a Routing Rule 1 Click the arrow gt next to the Routing rule the row is highlighted 2 Click Edit on the toolbar 3 The Editing routing rule page allows you to make changes to the route rule fields See New Routing Rule on page 109 for field description Altiris Helpdesk Solution User Guide 108 Chapter 7 Administration Altiris Helpdesk Solution User Guide Routing Rules New Routing Rule TP altiris Admin gt Routing rules gt New routing rule New routing rule Name Comment lt lt rcommands Admin Work items Contacts Workers gt gt Recents to ae E lt rCommon tasks unassigned h a oem M Work item is unassigned Find Heme endi All of these criteria are true Work item queries 7 x Last query results Item s Y 2 9 2003 1 34 56 PM Suet cc lt 2 0 items Queued no queue W Active evaluate this rule during an it
193. you will have to run the Altiris eXpress NET Configuration Wizard again to reset the account You may have to manually restart IIS for the account changes to take effect The Helpdesk Solution account should belong to the local Administrators group and must be able to do the following e Access and launch DCOM objects e Only read write and modify all tables in the Helpdesk Solution database on the SQL Server you select To configure the Helpdesk Configuration Wizard Welcome to the Altiris eXpress Net Configuration Wizard Use this wizard to configure your Altiris eXpress application and ASP NET 1 Click Start gt Programs gt Altiris gt Altiris eXpress gt Helpdesk Solution gt Helpdesk ASP NET Config 2 Click Next Altiris Helpdesk Solution User Guide 29 Chapter 4 Installation Helpdesk Setup fig Altiris eXpress Net Configuration Helpdesk Solution altiris eXpress Set application identity jaltiristkhennebry 3 Enter a domain user and password a Click More Info for more information 4 Click Next 5 You will receive the following confirmation ia Altiris eXpress Net Configuration Helpdesk Solution alti ris eXpress Ready to commit changes 6 Click Next Altiris Helpdesk Solution User Guide 30 Chapter 4 Installation Helpdesk Setup 75 Altiris eXpress Net Configuration Helpdesk Solution x Altiris eXpress Net Configuration Wizard completed Congratulations you ha

HP SP1 User's Manual

Contents

Download Pdf Manuals

Related Search

Related Contents