Customizing Helpdesk Solution

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).

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.

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