We are getting ready to rollout the Altiris Help Desk Solution and wanted to remove the option for the users to search the knowledge base because we don't have one in place yet. Do you know how I can deactivate this feature? I also wanted to know if anyone knows how to remove the option for the user to select the second dropdown menu for the categories.
For instance, we want the user to be able to select the first category which is between IT or Facilities. From that point on, we want to be able to select the categories depending on what their request is. Where can I remove their option to view or select the second, third, and forth dropdowns?
1. To remove the option to search the Knowledgebase, browse to the Configuration tab > Configuration > Server Settings > Notifification Server Settings > Security Roles > Altiris Guests. On the Privileges tab, locate the Helpdesk Privileges and clear the "View KB Articles" permission.
2. Currently, removing the dropdowns is not a feature in Helpdesk Solution and would require a customization. To accomplish this customization, one suggestion would be to modify the winuser template and point it to the custom version of the catagory xml file that contains only the categories of IT and Facilities.