Where can I find technical support for the discontinued Altiris Helpdesk 6.0 product?

Article:HOWTO59201  |  Created: 2011-09-09  |  Updated: 2014-07-10  |  Article URL http://www.symantec.com/docs/HOWTO59201
Article Type
How To


Please Note: The Altiris Helpdesk 6.0 Solution has been discontinued on September 4th, 2011. Because of this, Symantec no longer offers technical support for this old product. Information about this can be found here:

Symantec End-of-Availability Announcement— Altiris® Helpdesk Solution
http://www.symantec.com/business/support/index?page=content&id=DOC2017&key=55965

The current automated incident response and problem resolution product offered by Symantec is ServiceDesk 7.5, which is more robust and has many more features than Helpdesk does. Information about this can be found here:

Symantec ServiceDesk
http://www.symantec.com/service-desk

As a courtesy to those customers still needing to use Helpdesk until they upgrade to ServiceDesk 7.5, the following support information has been compiled to assist them in continuing to manage and troubleshoot their Helpdesk environment. Note: For conciseness, Helpdesk 6.0 is hereafter in this article referred to as just "Helpdesk", which refers only to the Helpdesk 6.0 product, not to ServiceDesk 7.5 or any other version or type of the product.

Question: How can I tell if I have the latest versions of Helpdesk and the Notification Server?
Answer: The last version of Helpdesk is 6.0.308 (6.0 SP 5) and the last version of the Notification Server 6.0 is 6.0.6074 (SP 3 + R14). It is strongly recommended to ensure both are upgraded to these versions. The currently installed versions can be verified and upgraded in an Altiris Console:

Check for and install the latest Notification Server version

  1. In an Altiris Console 6.0 (http://server/Altiris/NS), look at the top right hand side of the Console. The version information for the Notification Server is displayed there:


     
  2. If this is not 6.0 6074 (SP 3 + R14), install the latest Notification Server version by clicking on the Configuration tab.
  3. Click on Upgrade/Install Additional Solutions.
  4. Click on the Available Solutions tab.
  5. Click on the Segments button.
  6. Click on to expand the Notification Server  Upgrades and Update section.
  7. Click on Altiris Notification Server. If "This selection is already up to date." appears, the current version is already installed. If not, follow the remaining prompts to install the latest version.


Check for and install the latest Helpdesk version

  1. In an Altiris Console 6.0 (http://server/Altiris/NS), click on Upgrade/Install Additional Solutions.
  2. Click on the Available Solutions tab.
  3. Click on the A-Z Solutions button.
  4. Click on Altiris Helpdesk Solution. If "This selection is already up to date" appears, the current version is already installed. If not, follow the remaining prompts to install the latest version. Note: There is no Helpdesk 6.5 version. Confusion about this version can occur when the Altiris Console 6.5 is used (http://server/Altiris/Console), which is the Console version only, not the Notification Server or Helpdesk version. The last version of Helpdesk 6.0 is 6.0.308 (6.0 SP 5).


Question: My Helpdesk license expired or is about to expire, what can I do to extend its duration? What will happen to Helpdesk once the license expires?
Answer: Because Helpdesk is a discontinued product, new licenses are not able to be sold or generated any longer for customers. If a Helpdesk license is expired or about to expire, there is no solution other than to upgrade to ServiceDesk 7.5 to continue using a fully operational Altiris automated incident response and problem resolution product.

Most Helpdesk licenses are not permanent and are set to expire, which is standard with most Altiris products. Once the expiration date (AUP) arrives, Helpdesk reverts to a limited mode. New incidents cannot be created but existing ones can be edited. This then severely limits the practical use of Helpdesk because most functions are then disabled. Additional information about this can be found here:

Does Helpdesk 6.0 still work when its license expires?
http://www.symantec.com/business/support/index?page=content&id=HOWTO77132

Question: Where can I find technical support for Helpdesk?
Answer: As Symantec no longer offers technical support for Helpdesk, this limits what the customer can get when they still need assistance. The following are free resources that are still available for using and troubleshooting Helpdesk:
 

  • While there is a Helpdesk Knowledge Base, this is no longer directly accessible to the public. However, its articles can still be accessed, such as many of the URLs in this article reference. If the customer knows what article # they need, they can use the following URL by substituting the article # at the end to access it:

    http://www.symantec.com/business/support/index?page=content&id=

    Alternatively, use a search engine such as Google to search for and find articles about Helpdesk, such as by typing in an error.
     
  • Symantec Connect can provide answers to Helpdesk questions. This is a user community that will often reply to questions with useful information on how to proceed. This can be found here:

    Symantec Connect
    http://www.symantec.com/connect/
     
  • Refer to the Helpdesk product guide for usage, configuration and troubleshooting information:

    Altiris Helpdesk Solution 6.0 SP5 Product Guide
    http://www.symantec.com/business/support/index?page=content&id=DOC1561 
     

Question: What are some common questions and issues for Helpdesk?
Answer: The following articles discuss common questions and issues for Helpdesk. As there is no available technical support for Helpdesk, the customer assumes all responsibility therefore in using these articles on their own to configure and troubleshoot Helpdesk. Note: Some of these articles may no longer be available.

Can Helpdesk 6.0 incidents and data be exported to other third party programs?
http://www.symantec.com/business/support/index?page=content&id=HOWTO77029

Can Helpdesk 6.0 archive old incidents?
http://www.symantec.com/business/support/index?page=content&id=HOWTO49686

Can Helpdesk 6.0 licenses be used for ServiceDesk 7.x, or can ServiceDesk 7.x licenses be used for Helpdesk 6.0?
http://www.symantec.com/business/support/index?page=content&id=HOWTO50289

Can Helpdesk incidents be copied from one Helpdesk database to another?
http://www.symantec.com/business/support/index?page=content&id=HOWTO84116

Can Helpdesk workers be restricted to what queue or incidents that they can access?
http://www.symantec.com/business/support/index?page=content&id=HOWTO41798

Changed Domains and need to change to the new domain in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO6478

Child incidents in Helpdesk do not inherit the parent's status
http://www.symantec.com/business/support/index?page=content&id=TECH150370

Helpdesk fails to sync new users or computers from Active Directory
http://www.symantec.com/business/support/index?page=content&id=TECH190500

Does Helpdesk 6 support using Microsoft Exchange Server 2007 or higher?
http://www.symantec.com/business/support/index?page=content&id=HOWTO59474

Does Helpdesk 6 support using SSL with email?
http://www.symantec.com/business/support/index?page=content&id=HOWTO59472

Does Helpdesk have a way to list what workers are assigned to queues?
http://www.symantec.com/business/support/index?page=content&id=HOWTO55867

Does setting a user's Active Directory account to be inactive cause Helpdesk worker accounts to also become inactive?
http://www.symantec.com/business/support/index?page=content&id=HOWTO55905

Duplicate contacts or workers are found in Helpdesk 6
http://www.symantec.com/business/support/index?page=content&id=TECH162530

Email sent to Helpdesk does not create new incidents
http://www.symantec.com/business/support/index?page=content&id=TECH146112

Email sent to Helpdesk does not create new incidents
http://www.symantec.com/business/support/index?page=content&id=TECH122017

Error "An unexpected error has occurred. Exception of type
System.OutOfMemoryException was thrown." occurs or Helpdesk times out when
trying to create, edit or view an incident
http://www.symantec.com/business/support/index?page=content&id=TECH25700

Error "Object reference not set to an instance of an object" when using Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH142624

Error "Page not found" when trying to open an attachment in HelpDesk
http://www.symantec.com/business/support/index?page=content&id=TECH13794

Error "The command that you have attempted to run in inactive" when trying to create new incidents
http://www.symantec.com/business/support/index?page=content&id=TECH34678

Error "This database has been configured by a previous version of Alert Manager" when trying to configure the Helpdesk Incidents database
http://www.symantec.com/business/support/index?page=content&id=TECH37920

Error "Unable to modify incident. This incident is being modified by another process." occurs while viewing or trying to edit a Helpdesk incident
http://www.symantec.com/business/support/index?page=content&id=TECH157638

Error "You are not authorized to use Helpdesk at this time" occurs when trying to access the Helpdesk winuser console
http://www.symantec.com/business/support/index?page=content&id=TECH26335

Event log error, "A process serving application pool AeXHD suffered a fatal communication error with the World Wide Web Publishing Service"
http://www.symantec.com/business/support/index?page=content&id=TECH31201

Find Incidents returns no results
http://www.symantec.com/business/support/index?page=content&id=TECH18573

General Troubleshooting steps for Helpdesk rules or tasks
http://www.symantec.com/business/support/index?page=content&id=HOWTO1406

Helpdesk Active Directory import does not work and contacts or workers are not updating
http://www.symantec.com/business/support/index?page=content&id=TECH41705

Helpdesk copy task fails to copy an incident if it has large comments
http://www.symantec.com/business/support/index?page=content&id=TECH164451

Helpdesk is unable to send email to external users
http://www.symantec.com/business/support/index?page=content&id=TECH40860

Helpdesk notifications suddenly stop being sent via Notification Server e-mail
http://www.symantec.com/business/support/index?page=content&id=TECH29913

Helpdesk notify rules are not sending email
http://www.symantec.com/business/support/index?page=content&id=TECH121853

Helpdesk worker is always prompted for network credentials
http://www.symantec.com/business/support/index?page=content&id=TECH147883

How can Helpdesk 6 incidents be viewed in the database?
http://www.symantec.com/business/support/index?page=content&id=HOWTO84864

How can I adjust the category picker in Helpdesk to accommodate more categories?
http://www.symantec.com/business/support/index?page=content&id=HOWTO26160

How do Helpdesk associations between contacts and assets interact when synced with the Notification Server?
http://www.symantec.com/business/support/index?page=content&id=HOWTO5742

How do I add a custom look-up to the Admin look up list?
http://www.symantec.com/business/support/index?page=content&id=HOWTO3643

How do I customize the Satisfaction Survey in Helpdesk 6.0 SP5?
http://www.symantec.com/business/support/index?page=content&id=HOWTO9489

How do you make hidden "secure" categories for the winuser console?
http://www.symantec.com/business/support/index?page=content&id=HOWTO10864

How Helpdesk 6 licenses are consumed and released
http://www.symantec.com/business/support/index?page=content&id=HOWTO46670

How Helpdesk workers and queues relate to each other
http://www.symantec.com/business/support/index?page=content&id=HOWTO38649

How the command "Retrieve Queued Incident" works in Helpdesk 6
http://www.symantec.com/business/support/index?page=content&id=HOWTO54480

How the Helpdesk resource sync works
http://www.symantec.com/business/support/index?page=content&id=HOWTO77136

How the Name field is populated for a contact in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO42520

How to add a Lookup Field in Helpdesk 6.0 SP5
http://www.symantec.com/business/support/index?page=content&id=HOWTO8414

How to add a Scalar Field in Helpdesk 6.0 SP5
http://www.symantec.com/business/support/index?page=content&id=HOWTO8435

How to archive incidents in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO53151

How to change a server address URL in email that comes from Helpdesk 6
http://www.symantec.com/business/support/index?page=content&id=HOWTO92289

How to change Helpdesk worker or contact names, email addresses and NT IDs
http://www.symantec.com/business/support/index?page=content&id=HOWTO36855

How to change the maximum size of files that can be attached to Helpdesk 6 incidents
http://www.symantec.com/business/support/index?page=content&id=HOWTO3758

How to clear all settings for a specific user
http://www.symantec.com/business/support/index?page=content&id=HOWTO1003

How to create a link in a Helpdesk email that links back to the Helpdesk end user console
http://www.symantec.com/business/support/index?page=content&id=HOWTO53163

How to customize Helpdesk 6
http://www.symantec.com/business/support/index?page=content&id=HOWTO36232

How to customize Helpdesk email templates
http://www.symantec.com/business/support/index?page=content&id=HOWTO55856

How to enable Helpdesk 6 parent child incidents copy over parent incident file attachments to the child incident
http://www.symantec.com/business/support/index?page=content&id=HOWTO54471

How to hide functions in the Helpdesk Commands menu
http://www.symantec.com/business/support/index?page=content&id=HOWTO41801

How to install a new license file for Helpdesk 6.0
http://www.symantec.com/business/support/index?page=content&id=HOWTO47863

How to migrate an old Helpdesk server to a new server
http://www.symantec.com/business/support/index?page=content&id=HOWTO5608

How to prevent a closed incident from being reopened after thirty days
http://www.symantec.com/business/support/index?page=content&id=HOWTO84715

How to remove assets associated to contacts and incidents in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO77393

How to rename a label name on the Helpdesk Edit Incident window
http://www.symantec.com/business/support/index?page=content&id=HOWTO10479

How to see all of the Helpdesk rules that have ever triggered on an incident?
http://www.symantec.com/business/support/index?page=content&id=HOWTO6181

How to set user restrictions on Helpdesk Knowledge Base libraries
http://www.symantec.com/business/support/index?page=content&id=HOWTO10431

How to sort Helpdesk incident query results
http://www.symantec.com/business/support/index?page=content&id=HOWTO55838

How to sort the Helpdesk Incident Queries list alphabetically
http://www.symantec.com/business/support/index?page=content&id=HOWTO3635

How to troubleshoot Helpdesk email that fails to send
http://www.symantec.com/business/support/index?page=content&id=HOWTO1406

How to use Software Delivery 6 and Helpdesk 6 to set up an approval process for a software portal request
http://www.symantec.com/business/support/index?page=content&id=HOWTO32542

How to write a validation rule in HelpDesk to state that the message is too long
http://www.symantec.com/business/support/index?page=content&id=HOWTO6528

HTML email to Helpdesk not rendering properly
http://www.symantec.com/business/support/index?page=content&id=TECH17589

Incidents with large comments cause slow performance, timeouts or out of memory errors in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH145515

Issues occur while using Altiris Helpdesk 6 server
http://www.symantec.com/business/support/index?page=content&id=TECH210851

KNOWN ISSUE: Helpdesk is resynchronizing the same users every hour
http://www.symantec.com/business/support/index?page=content&id=TECH17688

KNOWN ISSUE: Helpdesk Notify Rule sends multiple e-mails
http://www.symantec.com/business/support/index?page=content&id=TECH13792

KNOWN ISSUE: Opening a page to create a new Helpdesk Incident or edit an existing incident is slow
http://www.symantec.com/business/support/index?page=content&id=TECH19819

KNOWN ISSUE: When is a license for Helpdesk 6 consumed and released?
http://www.symantec.com/business/support/index?page=content&id=TECH16747

List of articles dealing with clearing out the tag table
http://www.symantec.com/business/support/index?page=content&id=HOWTO5670

Multiple users getting errors with FlexGrid (Component One)
http://www.symantec.com/business/support/index?page=content&id=TECH13462

New incident command is missing from Helpdesk console
http://www.symantec.com/business/support/index?page=content&id=TECH42133

New Incident link no longer appears in Altiris Helpdesk 6
http://www.symantec.com/business/support/index?page=content&id=TECH207272

New Incidents link missing from Worker Console
http://www.symantec.com/business/support/index?page=content&id=TECH26311

New or changed Helpdesk categories are not available in an incident
http://www.symantec.com/business/support/index?page=content&id=TECH127601

Not able to configure Helpdesk Knowledge Base
http://www.symantec.com/business/support/index?page=content&id=TECH25005

Not able to populate incident grid or execute incident queries
http://www.symantec.com/business/support/index?page=content&id=TECH26243

Notification Policies for Notification Server 6 or Helpdesk 6 fail to process on a schedule but work
manually
http://www.symantec.com/business/support/index?page=content&id=TECH146398

Notification policy fails to create a new Helpdesk incident
http://www.symantec.com/business/support/index?page=content&id=TECH148539

Notify rules send comments to contact even when "Comment visible to guests" is unchecked
http://www.symantec.com/business/support/index?page=content&id=HOWTO10765

Other applications or tasks cause Helpdesk to experience slow performance, timeouts or out of memory errors
http://www.symantec.com/business/support/index?page=content&id=TECH155993

Slow performance, timeouts, out of memory errors or high CPU/w3wp.exe/IIS usage occurs when using Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH146510

Tables in Helpdesk appear with a red "X" or without any table interface
http://www.symantec.com/business/support/index?page=content&id=TECH41818

Trying to configure a Helpdesk e-mail inbox results in -ERR errors
http://www.symantec.com/business/support/index?page=content&id=TECH41886

Trying to list, view, edit, delete or run a business rule or task in Helpdesk results in errors or fails to work
http://www.symantec.com/business/support/index?page=content&id=TECH147610

Trying to publish a Knowledge Base article results in the error "Although the article was successfully
processed, the tracking incident could not be created due to a validation error. Please review your
validation rules."
http://www.symantec.com/business/support/index?page=content&id=TECH46282

Unable to find specific Helpdesk Knowledge Base articles
http://www.symantec.com/business/support/index?page=content&id=TECH40816

Unable to see full list of Helpdesk categories when more than 2000 are present
http://www.symantec.com/business/support/index?page=content&id=TECH145830

Unable to see full list of Helpdesk query results when more than 2000 are present
http://www.symantec.com/business/support/index?page=content&id=HOWTO8395

Users with new domain not updating in Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH12041

VSFlexGrid control errors when trying to access the Notification Server console
http://www.symantec.com/business/support/index?page=content&id=TECH12154

What ActiveX components are installed and used by Helpdesk and Alert Manager?
http://www.symantec.com/business/support/index?page=content&id=HOWTO7501

What do I need to do to disable self enrollment on Helpdesk?
http://www.symantec.com/business/support/index?page=content&id=TECH32209

What Internet browsers does Altiris Helpdesk 6.0 work with?
http://www.symantec.com/business/support/index?page=content&id=HOWTO42269

Where is the information for the Satisfaction Survey stored?
http://www.symantec.com/business/support/index?page=content&id=HOWTO7613

Why are the the Worker Console's Previous and Next links gray?
http://www.symantec.com/business/support/index?page=content&id=HOWTO8145

Worker console only displays Recents command
http://www.symantec.com/business/support/index?page=content&id=TECH41104

Worker Home page fails to open, but gives an exception error
http://www.symantec.com/business/support/index?page=content&id=TECH12713

Would like to change the heading Title on incident to something better like Incident Title or Incident
Description
http://www.symantec.com/business/support/index?page=content&id=HOWTO6020

Error "Access Denied. You currently do not have sufficient network access rights to the Notification Server console." when trying to access the Altiris Console or Helpdesk
http://www.symantec.com/business/support/index?page=content&id=TECH23590

Does Helpdesk 6 support using HTML with email?
http://www.symantec.com/business/support/index?page=content&id=HOWTO59473

How to create custom reports for Helpdesk
http://www.symantec.com/business/support/index?page=content&id=HOWTO59813

How to set up a Service Level Agreement in Helpdesk 6.0?
http://www.symantec.com/business/support/index?page=content&id=HOWTO25977




Article URL http://www.symantec.com/docs/HOWTO59201


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