Altiris Help Desk - How to archive ticket attachments?

Also, I've just discovered that when an attachment is removed from an incident, the file itself still remains in the "upload" folder. Is there something that be done to cleanup this folder so that it doesn't contain unnecessary files?

Thanks to Bob Rabbitt, an ITS consultant we've had help us with an AMS implementation and also thanks to the Altiris KB, we found a way to move where Altiris stores the uploaded attachment files.

The KB article can be found here: https://kb.altiris.com/article.asp?article=23848&p=1

I tested this in a sandbox Altiris environment my organization has by doing the following:

1) Created a new ticket with an attachment
2) Viewed where the file is stored in the file system
3) Tried to view the attachment from the ticket - success
4) Remote connected to the Helpdesk NS Server, opened IIS, and viewed current config
5) Created a new virtual directory in the AeXHD virtual directory, called it upload, set its path to a new folder, and granted read permissions only 6) Tried to access existing attachment from the ticket - failed, as expected
7) Moved the attachment from the old directory to the new directory
8) Tried to access the existing attachment from the ticket - success
9) Uploaded a new file and saved the ticket
10) Viewed the file in the file system - it was saved to the new directory, which is the behavior that we want
11) Tried to access the new attachment from the ticket - success

Now that we know how to move where the attachments are stored, we need to find a file archival solution and then move our upload directory to the archive solution. In the interim, we're just moving the upload folder to a drive with more free space.

With all of that said, does anyone have a suggestion for a file archival solution that would work well with Altiris HelpDesk? If so, or if you currently have a solution like this in place, please comment on this post and let me know.

Craig,

I'm not aware of any out-of-the-box soltuions to this issue from Altiris. However, you raise an excellent point, and this is something I'll have to consider at my organization as well. Being a Help Desk Analyst turned Software Developer, I would recommend an Altiris Workflow or a VB script to do the following:

Step through the list of files in your upload directory and query Altiris_Incidents.dbo.workitem_attachment joined to Altiris_Incidents.dbo.workitem to see if a workitem record exists that corresponds to that attachment. If there are no database entries to match the file, delete the file.

I'm sorry that I don't have an actual workflow or script to share with you, but your comment just made me realize that this issue exists. If I end up developing something to address this issue, I'll definitely post it on here.