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Endpoint Management Community Blog

Customizing Helpdesk Solution

Created: 31 Oct 2006 • Updated: 29 May 2007 • 8 comments
bartdecock's picture
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Q:
Is there a way to add an extra text box on the client page where they have to fill in their cost center in case of purchasing assets?

Can the cost center come from notification server or do they have to fill in manually? Can it be saved somewhere so that workers see it in their console?

Thanks in advance

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Greg Giles's picture

To accomplish this, you would customize Helpdesk Solution by adding a new new database entry for Cost Center and then modify the forms (worker and winuser) to expose that new field.

Once you have Cost Centers set up in Helpdesk, you could use Connector Solution to import the Cost Center information from Altiris into the Helpdesk database on a scheduled basis.

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bartdecock's picture

Thanks for quick reply.
Is there a procedure how to do this?
I am a newbe in ASPX.
The costcenter doesn't have to be saved in a database. The worker should only read it in the comment of the incident because costcenters change every year and we have about 800 costcenters.
But it should be filled in when a specefic category has been chosen (ex. purchase).

Bart De Cock
Junior IT Specialist

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manofsteel's picture

If you already have AMS, you can tie the user's cost center back to NS, and that way you don't have to worry about the user entering the wrong cost center. Let NS worry about cost center associated to the users. Otherwise, add a field in, like the previous comment send.

Neil

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Greg Giles's picture

There are a number of resources to learn how to customize the Helpdesk. I believe the Altiris TRK (Technical Resource Kit) includes "how to customization" documents.

Training and ManageFusion labs are also a good source.

If you need assistance finding the right resources, speak with your Altiris SE and he or she will be able to locate them for you or recommend the best approach to accomplish this.

There are also a number of Altiris partners that are very good at Helpdesk customization. So if a working knowledge of XML, SQL, and .NET is not your forte, this would be a good option to tune Helpdesk Solution to meet your requirements.

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xmoreland's picture

I can however see the need for this and anticipate having to do something along these lines myself.

The cost center used for the purchase of an asset is not always the user's default cost center. All depends on the structure of your organization.

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Dominique's picture

Hello,

I did this to add the Purchase Order Number on all Incident and have a trace about the Asset cost.

I followed step by step the Customization from the helpdesk documentation about adding a dropdown field.

It works fine but don't forget of you have disaster recovery process it is not really handy.

I will summarize but try to read the details in the documentation:
- Create a new folder under Helpdesk\AeXHD called custom_worker
- Copy in this folder the web.config from the folder AeXHD\Worker
- Create a custom.config as described in the documentation
- Create a sub-folder called Helpdesk\AeXHD\Custom_worker\custom
- Copy the files Workitemedit.ascx and workitemview.ascx from the folder Helpdesk\AeXHD\Worker
- then follow the documentation to add the filed inside the two files copied and don't forget to redirect the files inside the custom.config create in the folder Helpdesk\AeXHD\Custom_worker

I hope this helps.

Thanks
Dom

Dom

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jaitchison's picture

Does anyone have a link to this document? Is it included in a KB article?

John Aitchison Systems Administrator II 

MCITP:DBA SQL 2005 MCDTS MCP

MCITP:Enterprise Messaging Administrator for Microsoft Exchange 2010

john-a@john-a.net

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jaitchison's picture

The TRK is located at: http://www.altirisdl.com/altiris_trk.zip

Article ID: 24276

John Aitchison Systems Administrator II 

MCITP:DBA SQL 2005 MCDTS MCP

MCITP:Enterprise Messaging Administrator for Microsoft Exchange 2010

john-a@john-a.net

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