Customizing Worker Console to Display Department

You can customize your WorkItemView.ascx to add a line to display that information when "Viewing" the incident.

Just insert the following line between your SubContactInfo and SubAsset Info Lines. 

<aw:Label id="lblDepartment" runat="server" ItemDataField="contact_department" label="Department:"></aw:Label>

If you're using a text editor that will count your lines for you (like notepad++) the number you'll need to put it at should be around 235

Hi Ya'll,
I have a new worker when I entered him as a new worker it creates his account but did not add his email address so he does not receive email notifications. I have gone in and put his email address in the correct field but everyday it appears to be overwritten. Is there a place where I can edit my worker accounts so this stops happening? I have added other new users without a glitch but I think his AD account was not fully qualified when he was added so it missed something.

Jeanne

First of all, you should make sure you are following the Customization Best Practices in the Altiris Helpdesk Product Guide, page 186. I copy and rename the default files I am going to use for the modified \Worker console from the \Templates directory to a \Worker\Custom directory and then use a custom.config file to point to the custom, renamed files I've customized. If you're already aware of this kudos otherwise check out the section on Customization in the Product Guide.

I did what you want to do for a Change Control in May 2008. My changes also include the Location and Job Title, in addition to the Deparment. These are the modifications I had to make:

1) Add the following code (in BOLD) to the WorkItemView.ascx page for the \worker console:

    <aw:SubTemplate id="stContactInfo" runat="server" Template="subContactInfo" ColSpan="4" label="sidLblContact"></aw:SubTemplate> (existing code - shown for placement)

' Insert Contact labels for Location, Department, Job Title
            <aw:Label ID="lblLocation" RunAt="server" ItemDataField="contact_location" label="sidLblLocation"></aw:Label>
            <aw:Label ID="lblDepartment" RunAt="server" ItemDataField="contact_department" label="sidLblDepartment"></aw:Label>
            <aw:Label ID="lblJobTitle" RunAt="server" ItemDataField="contact_title" label="sidLblJobTitle"></aw:Label>
' End Insert of Contact labels for Location, Department, Job Title

    <aw:SubTemplate id="stAssetInfo" runat="server" Template="subAssetInfo" ColSpan="4" label="sidLblAsset"></aw:SubTemplate> (existing code - shown for placement)

' Insert horizontal separator between Contact/Asset fields and rest of ticket
    <aw:Separator ID="sepItemInfo" Runat="server" ColSpan="4" />
' End insert

    <aw:Label id="lblCategory" runat="server" ItemDataField="workitem_category_tree_value" label="sidLblCategory"></aw:Label> (existing code - shown for placement)

2) Add the following code (in BOLD) to the subWorkItemEditGeneral.ascx page VB section under the LoadDataSources subroutine:

        lblNumberEdit.Visible = true (existing code - shown for placement)

' Insert code to expose Contact Location, Department and Job Title if ticket exists
        lblLocation.Visible = true
        lblDepartment.Visible = true
        lblJobTitle.Visible = true
' End Insert code to expose Contact Location, Department and Job Title if ticket exists

        lblNumberEdit.text = TryString("sidNumberSymbol", w.current.workitem_number) (existing code - shown for placement)

NOTE: This code is needed to "hide" the 3 additional Contact labels when the ticket is "new". The Contact labels will expose automatically if the ticket is pre-existing and in "edit" mode.

3) Add the following code (in BOLD) to the to the \worker subWorkItemEditGeneral.ascx file:

Before and After views of the mod:

Before:

After: