Altiris_Incident Contacts Orphaned
I have an installation with most of the Altiris modules running and recently had the need to create some reports on Workitems (incidents) by department. As it turns out, the Active Directory was not completely consistent, so some of the user either had NO department specified or the department was spelled differently for different users.
We corrected the problem for users that were still in AD, but terminated employees no longer have a record in AD, but they do have contacts. In the User Resource in Altiris, they are also gone, as the AD sync seems to take them out.
We also found that the Department field in the Altiris_Incident database is in the Contact Table. If a user moves from one department to another, all of their Incidents seem to move with them.
My questions are these:
- How do I properly correct the Altiris_Incident Contact record for staff that have been terminated?
- Is there a way to know what department a user worked for at the time the Incident was created? Are we using the correct filed?
Thanks for your help.
Regards,
Joe
Comments
What to try.
How do I properly correct the Altiris_Incident Contact record for staff that have been terminated?
-You should just inactivate their contact record. You keep it around for the historical data the contact may be in. Once inactivated you can no longer select the name from an incident.
Is there a way to know what department a user worked for at the time the Incident was created? Are we using the correct filed?
-If you use SQL you can query the Altiris_incidents database and the view 'workitem_detail_view' to get the info. from when the incident was first created (version 1). It does contain the 'contact_department' field.
SQL needed below:
SELECT workitem_number, contact_name, contact_department
FROM altiris_incidents.dbo.workitem_detail_view
WHERE workitem_number = 'Insert Incident number ' AND workitem_version = '1'
I hope this helps. Let me know.
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