Altiris eXpress ™ Helpdesk Solution 5.
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.
Contents Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Chapter 1: Introducing Helpdesk Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Features and Benefits . . . . . . . . . .
Contents Link Work Items ............................................................... E-mail Messages .............................................................. View Contact Properties - New Work Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Find Contact - New Work Item .................................................... Select Contact - New Work Item .................................................. View Asset Properties - New Work Item . . . . . . . .
Contents Delete Notify Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 E-mail Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Edit E-mail Templates . . . . . . . . . . . . . . . . . . . .
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.
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Preface Altiris Helpdesk Solution User Guide 8
Chapter 1: Introducing Helpdesk Solution Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management system to automate the process of assigning, reporting, and resolving IT system management issues. Helpdesk Solution reduces system downtime across the organization, reduces incoming help calls and problem response time, and notifies administration personnel through desktop consoles or handheld devices.
Chapter 1: Introducing Helpdesk Solution Helpdesk Solution integrates tightly with Microsoft SMS by reflecting work orders from Helpdesk Solution into the SMS 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.
Chapter 1: Introducing Helpdesk Solution satellites every 4 minutes. Windows accounts (trusted connections) can 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.
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.
Chapter 2: Installing and Setting Up eXpress The Installation and Setup topic list, includes the following: • • Step 1 - Notification Server Computer Requirements (page 14) • Install Prerequisite Software to Notification Server (page 15) • Install Notification Server (page 18) Step 2 – Install Helpdesk Solution (page 19) • Satellite Helpdesk (page 19) • Step 3 – The Altiris eXpress .
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.
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: • If you do not want to install Notification Server on the computer, click No, and then Next. • If you want to install Notification Server on the computer, click Yes, and then Next.
Chapter 2: Installing and Setting Up eXpress a If you 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.
Chapter 2: Installing and Setting Up eXpress 7 If all 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. 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.
Chapter 2: Installing 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. 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.
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 > Programs > Altiris > Altiris eXpress > Notification Server > Web Administration Console.
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 See “Configure Helpdesk” on page 128 for more detailed instructions. command. Step 4 – The Configure Helpdesk Command When you finish the Configure Helpdesk Command, the Helpdesk Solution basic setup is now complete.
Chapter 3: Helpdesk Overview The Helpdesk Overview topic list, includes the following: • Architecture (page 21) • Helpdesk Solution Consoles (page 22) • Workers and Worker Queues (page 23) • Contacts (page 24) • Work Items (page 25) • Assets (page 25) • Integration with Microsoft Systems Management Server (SMS) (page 26) Architecture Notification Server Notification Server runs based on policies set by an administrator.
Chapter 3: Helpdesk Overview • Helpdesk Solution Consoles “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. 1 Click Start > Programs > Altiris > Altiris eXpress > Helpdesk Solution > Helpdesk Consoles. 2 Type the following URL in your web browser - http:///AeXHD.
Chapter 3: Helpdesk Overview Workers and Worker Queues User Consoles The My Helpdesk console allows users to the following: • • • • submit work item requests track status 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.
Chapter 3: Helpdesk Overview Contacts • Human Resources 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.
Chapter 3: Helpdesk Overview Work Items Work Items 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.
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 problems and plan work for those assets.
Chapter 4: Installation The Helpdesk Installation topic list, includes the following: • Prerequisites (page 27) • • • Installation (page 28) Helpdesk Setup (page 28) • Altiris eXpress.NET Configuration Wizard (page 29) • Modifying Helpdesk Solution Installation Configuration (page 31) • Upgrading Releases (page 32) • Uninstalling (page 32) Localization (page 33) Prerequisites Server Helpdesk Solution requires the following: • Altiris eXpress Notification Server 5.
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.
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.
Chapter 4: Installation 3 Helpdesk Setup Enter a domain\user and password. a Click More Info for more information. 4 Click Next. 5 You will receive the following confirmation.
Chapter 4: Installation 7 Helpdesk Setup 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.
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 top 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.
Chapter 4: Installation Localization 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.
Chapter 4: Installation Localization End User Console • 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.
Chapter 5: Configuration The Configuration topic list, includes the following: • • Web Administration Console Interface Elements (page 35) • Policies (page 35) • Reports (page 36) Console Security (page 36) • Administrators (page 37) • Workers (page 37) • End Users (page 38) • Setting Permissions (page 39) • Entry Points (page 40) • Licensing (page 43) Web Administration Console Interface Elements Policies Helpdesk Solution comes with Notification Policies that let Notification Server per
Chapter 5: Configuration Console Security 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 > Reports.
Chapter 5: Configuration Console Security 5 Click Help to access help on these items. See“Administration” on page 95 for details. • 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.
Chapter 5: Configuration Console Security End Users Helpdesk Solution installs three different entry points and consoles for end users. The winuser entry point contains two 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.
Chapter 5: Configuration Console Security Setting Permissions 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). 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.
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 4 Right-click an entry point folder (i.e. Admin). 5 Click Properties.
Chapter 5: Configuration Entry Points The value “no” means that database configuration is not 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 element defined in same web.
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.
Chapter 5: Configuration Licensing credentials again until the cookie expires after one year. Users 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.
Chapter 6: User Interface The User Interface topic list, includes the following: • • • Altiris eXpress Helpdesk Consoles (page 46) • Helpdesk Worker Console (page 47) • Default Page Description (page 47) • Commands (page 47) • Common tasks (page 48) • Toolbar Description (page 48) • Item Count, Date and Time (page 49) • Bulletins (page 49) • The Worker Report (page 49) • View or Edit Work Items (page 53) New Work Item (page 50) • Toolbar Description (page 48) • Work Item Page Descri
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) • Search in Comment or Title Field (page 69) • Using Queries (page 70) • List Query (page 71) • List Query Page Field Description (page 71) • New Query (page 71) • Modify New Query Search (page 72) • New Query Page Field Description.
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 > Programs > Altiris > Altiris eXpress > Helpdesk Solution > Helpdesk Consoles. 2 Select on of the following options: Client Access Helpdesk workers access the Helpdesk console interface by typing the URL in the address box of the internet browser.
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.
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 search criteria. See “Find Assets” on page New asset 85 - 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 ContactsAssets Displays last Contact entered by Helpdesk worker.
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 - Type the work item number you want to view or edit in the Item box. View icon Edit icon - Click to view the work item, whose number is in the Item box. - Click to edit the work item, whose number is in the Item box.
Chapter 6: User Interface Late New Work Item - 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.
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.
Chapter 6: User Interface New Work Item Add New Work Item 1 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. 2 Type additional Comments in the box. 3 Select a Category from the drop-down list. 4 Select the Priority status from the drop-down list. 5 Select an Assigned worker or queue to assign the work item to from the drop-down list.
Chapter 6: User Interface New Work Item View or Edit Work Items 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.
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.
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.
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.
Chapter 6: User Interface Additional Work Item Information To Link a Work Item 1 Click Work items> New work item. 2 Click Link. 3 Click one of the following link item options: • Keep current - Default, Not currently linked. • Link recent item • Find item • - Select a Work item from the drop-down list. - Type the title of the work item in the box, click Find. Select a work item from the drop-down list.
Chapter 6: User Interface Additional Work Item Information 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.
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.
Chapter 6: User Interface Additional Work Item Information 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.
Chapter 6: User Interface Additional Work Item Information 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%”.
Chapter 6: User Interface Additional Work Item Information 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. To Select a Contact 1 Click Work items> New work item. 2 Click Select a Contact.
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. To View Asset Properties 1 Click Work items> New work item. 2 Click View asset properties.
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.
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.
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 4 • 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 an asset from the list of results. Click Properties, to go to the Asset page. You can Edit the selected asset’s information, or you can add a New asset altogether.
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 criteria 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.
Chapter 6: User Interface Find Work Items Find Work Items - Advanced Tab 1 Click Work items>Find work items listed below Commands. 2 Click Find work items listed below Common Tasks. 3 Click the Advanced Tab. 4 Type the search criteria in one or more of the boxes, then click Find. 5 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.
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 contact. Asset Type a description of the asset. Asset type Select the Asset type from the drop-down list.
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 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.
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 manage your work items. You can select a query to modify or create a new query based on a query already listed. To List Queries 1 Click Work items > Queries > 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.
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. To Create a New Query 1 Click Work items > Queries > New query.
Chapter 6: User Interface Using Queries 4 Modify the parameters of the query. 5 Click Run. 6 If you would like to save this query, you must give the query a name in the Name box. 7 Click Save. 8 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.
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.
Chapter 6: User Interface Using Queries Field Name Type assigned_to_worker_location string created_by_worker_name string created_by_worker_status string created_by_worker_email string created_by_worker_phone string created_by_worker_cell_phone string created_by_worker_pager string created_by_worker_location string modified_by_worker_name string modified_by_worker_status string modified_by_worker_email string modified_by_worker_phone string modified_by_worker_cell_phone string m
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.
Chapter 6: User Interface Using Queries workitem_status_lookup_id=$prompt_lookup("Select work item status:", "StatusList")$ The following lookup queries are available: • PriorityList • StatusList • TypeList $prompt_datetime(“”)$ The parameter $prompt_datetime(“”)$ will produce a datetime control labeled with on an intermediate page where the worker can provide datetime data. The control will be initialized with the current date and time.
Chapter 6: User Interface Using Queries workitem_start_on >= $prompt_date("Work items that will start on or after:")$ 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. 1 Click Work items>Queries>Delete queries. 2 Select the check box next to the query Name you want to delete. 3 Click Next to continue. 4 The queries you selected will appear.
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. 1 Click the Work items>Last query results listed below Commands. 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 Save query link at the bottom of the page, allows you to save the last query.
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.
Chapter 6: User Interface Contacts View Contacts To View a Contact 1 Click Edit to modify the contact information. 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. To Find a Contact 1 Click Contacts > Find contacts. 1 Type the search criteria in the form on the page. 2 Click Find.
Chapter 6: User 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.
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.
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. To Use the Assets Home Page 1 Click Assets>Assets home. 2 Select one of the following options: • • • Find one or more assets Create a asset Delete assets Note A list of most Recent assets will display on the Assets home page.
Chapter 6: User Interface Assets To View Assets 1 Click Edit to modify the asset information. 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. To Find an Asset 1 Click Assets > Find assets. 1 Type the search criteria in the form on the page. 2 Click Find.
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.
Chapter 6: User Interface Recents Recents The Recents page allows workers to access the most recent entries of Work items, Contacts and Assets. To Use the Recents Page 1 Click Recents on the left-hand menu, the above page appears . 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.
Chapter 6: User Interface My Helpdesk Console My Helpdesk Console My Helpdesk is intended for users with 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.
Chapter 6: User Interface My Helpdesk Console My Helpdesk - New Work Item 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.
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. Edit My Info Users can update their user information once the account is added to the system. The following information can be changed: • • • • • • • Name Title E-mail Phone Cell phone Department Password - see note.
Chapter 6: User Interface 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. To Logoff My Helpdesk 1 Click Logoff to log off the My Helpdesk Console page. 2 Close the web browser.
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.
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.
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.
Chapter 7: Administration The Administration topic list, includes the following: • • • • • • • Helpdesk Admin Console (page 97) • Commands (page 97) • Common tasks (page 97) The Admin Report (page 98) • Admin Report Page Field Description (page 99) • Run Admin Reports (page 99) Categories (page 100) • List Categories (page 100) • List Categories Page Description (page 100) • Edit Categories (page 101) • Add New Category (page 102) • Modify Category (page 103) • Move Category (page
Chapter 7: Administration • • • Simple Macros (page 120) • Complex Macros (page 121) • Mail Macros (page 121) Bulletins (page 122) • List Bulletins (page 122) • Add New Bulletin (page 123) • Delete Bulletin (page 123) Sources (page 124) • List Sources (page 124) • View Source (page 124) • New NS Source (page 125) • New SMS Source (page 125) • Edit Source (page 126) • Import from Source (page 127) • Configure Helpdesk (page 128) • Delete Work Items (page 130) • Simple Tab (page
Chapter 7: Administration Helpdesk Admin Console Helpdesk Admin Console The Helpdesk Admin console page is similar to the Helpdesk Worker console yet it provides additional functionality to perform administrative tasks. Access the Admin console through the Altiris eXpress Helpdesk consoles. For further details see “Altiris eXpress Helpdesk Consoles” on page 46 When Helpdesk Admin console is launched, the Work report default page just as it is with Helpdesk Worker console.
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: • • • • • • • • • Priority Requested Planned Open Late Overdue Resolved Held Closed 1 Open Admin console by entering either the complete URL http:///aexhd/admin/ Default.aspx or by entering a shortcut (URL alias) if created.
Chapter 7: Administration 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.
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. 1 Open Admin console by entering either the complete URL http:///aexhd/admin/ Default.aspx or by entering a shortcut (URL alias) if created.
Chapter 7: Administration Categories Edit 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 topic categories can be created with similar or same like topics created as levels below.
Chapter 7: Administration Categories Add New Category You can add new categories to the Helpdesk database by following the steps below. 1 Click Admin>Categories>Edit 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.
Chapter 7: Administration Categories Modify Category You can modify existing categories to meet your operational requirements. Following the illustration and steps listed below. 1 Click Admin>Categories>Edit categories. 2 Click Edit 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. 3 Type the name of the Category in the box. 4 Select the check box to make category status Active.
Chapter 7: Administration 6 Categories Click Save to keep all category changes and return to the List categories page. Move Category Use the move function to move a category and its children up and down the category tree. 1 Click Admin>Categories>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. 3 Select the Move to category from the drop-down list.
Chapter 7: Administration Categories Copy Category Categories can be copied from one to another by using the Copy command. 1 Click Admin>Categories>Edit categories. 2 Click Copy 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. 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.
Chapter 7: Administration Categories Delete Category 1 Click Admin>Categories>Edit categories. 2 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. 3 Select the Delete option from the drop-down list. • • 4 Delete children Move children to grandparent Click OK to continue editing categories. The category list on the Edit categories page will update excluding the deleted category.
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 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.
Chapter 7: Administration Routing Rules To List Routing Rules 1 Click Admin > Routing rules > List routing rules. 2 Click the arrow (>) 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 (>) 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.
Chapter 7: Administration Routing Rules New Routing Rule To Create a New Routing Rule 1 Click Admin > Routing rules > 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.
Chapter 7: Administration Routing Rules 10 Select the check box for The value of the field. 11 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. 12 Click the drop-down arrow and select one of the following options: Note The list varies depending on criterion selected.
Chapter 7: Administration Routing Rules Delete Routing Rules To Delete a Routing Rule 1 Click Admin > Routing rules > 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. 3 Review the displayed list. 4 Click Finish, or Back to change Delete route rules list.
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.
Chapter 7: Administration Notify Rules New Notify Rule 1 Click Admin>Notify rules>New rule. 2 Type the name of the Rule in the box. 3 Type a description of the rule in the Comment box. 4 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 email message template or a pager e-mail message template or both, are required when creating a notify rule.
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. 9 Click Add and the following screen appears: 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.
Chapter 7: Administration 13 Notify Rules Select the check box for the rule to be Default. 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.
Chapter 7: Administration Notify Rules Delete 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. 1 Click Admin>Notify rules>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.
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 can be simple using straight text or complex using HTML and macros.
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 email using that template. See “E-mail Template Macros” on page 120. 1 Click Admin>E-mail templates>New template. 2 Type a Name for the new e-mail template in the box.
Chapter 7: Administration E-mail Templates Edit E-mail Templates 1 Click Admin>E-mail templates>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.
Chapter 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.
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[[]] is a mix of text (including HTML tags), and arguments of the form $$$$. The are identical to those used in the WORKITEM() macro.
Chapter 7: Administration • Bulletins CREATED_BY_PAGER_EMAIL_LINK[[]] For Example:
Click ASSIGNED_TO_EMAIL_LINK[[here]] to send to the assigned worker
Email: MODIFIED_BY_EMAIL_LINK[[$$modified_by_worker_name$$]]). Bulletins Bulletins are broadcast messages created in the Admin console for all users logged into the Worker 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.
Chapter 7: Administration Bulletins Add New Bulletin 1 Click Admin>Bulletins>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 1 Click Admin>Bulletins>Delete bulletin.
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.
Chapter 7: Administration Sources New NS Source 1 Click Admin>Sources>New NS 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 Clear the check box if you DO NOT want to Use SQL login instead on Helpdesk trusted connection. 6 If you select Use SQL login, type a Login name in the box. 7 Type a Password in the box. 8 Select the check box to Update Helpdesk from this source on a schedule.
Chapter 7: Administration 6 If you 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: • • Sources - 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.
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 import as many computers or assets as you have Helpdesk Solution licenses. The software will not allow you to go over your license limit. 1 Click Admin>Sources>List source.
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.
Chapter 7: Administration Configure Helpdesk Option 1: This database was last configured by Alert Manager. • • Press Update to update the database. Press Back to choose another database. Option 2: This database was last configured by a previous version of Helpdesk. • • Press Update to update the database to the current version. Press Back to choose another database. Option 3: This database is not a Helpdesk database. • • Press Update to update to add Helpdesk to this database.
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.
Chapter 7: Administration 7 Delete Work Items 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.
Chapter 7: Administration Delete Work Items Advanced Tab The Advanced 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.
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 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 contact.
Chapter 7: Administration 5 Delete Assets The contact items you selected will appear. 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. 1 Click Work items>Delete assets.
Chapter 7: Administration Workers 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. 1 Click Workers>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.
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 close the internet browser.
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 work items assigned to the queue. Unlike workers, the e-mail address for queue can be several SMTP addresses separated by a semicolon.
Chapter 7: Administration List Queue Edit Queue 1 Click Workers > 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 1 Click Workers > New queue. 2 Type the information in the text boxes provided. 3 Click OK to save.
Chapter 7: Administration Reports Reports Helpdesk Solution provides reports including service 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.
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) Generate Report (and e-mail the URL) Helpdesk Solution Work Item creation.
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 provides reports that provide data regarding your SLAs. These reports, combined with Helpdesk Solution Notification Policies, provide a powerful tool for managing your SLAs.
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.
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 H Heading First 9 Second 9 Helpdesk Configuration Wizard installation 19, 29 using to modify configuration 31 history work item 93 I import data wizard 127 installation 28 setup 28 C comments search in 69 console administrator 22 end user 23 worker 22 consoles 21, 22 contact information 7 contacts 24 conventions for document 6 cop
