Helpdesk License Release Time

Bump....same question here

Bump... would also like to know. in addition how do you guys deal with freeing it, do u restart IIS and force disconnects? Got 20 licences and very occasionally maxes out, not sure what to do and would like to know if there is an easy way of finding out WHO has the connections open if someone knows about this?

Same question here.

Check out this thread: http://forums.altiris.com/mess...catid=7&threadid=51955



Also reference:

https://kb.altiris.com/display.../article.asp?aid=25943



There are a few key principles that should be recognized relative to License utilization in HelpDesk (A.K.A. ServiceDesk).

1. First it should be noted that the license agreement is not accurately matched by what we report in the Console. The license agreement licenses users to be able to use HelpDesk concurrently. The Console only tracks those that are currently in helpdesk that have done a license operation since opening a helpdesk console. In your consideration for appropriate licensing, be sure to license essentially all those of worker that could be performing regular HelpDesk functionality concurrently.



2. Another important distinction to remember is that Alert Manager - the "core" of HelpDesk is provided free with Altiris Notification Server for basic reporting and event tracking in the core product. Any feature natively provided by Alert Manager therefore will not utilize a license from HelpDesk. In determining what should use a license, keep this in mind.



3. Licenses are used and tracked while a browser window is open, and for a delay/cycle of 5 minutes. Thus, if you take a license and keep that browser open in HelpDesk, it will keep the license. If you close the browser, the license is kept "in use" for up to 5 minutes and there is a request for license from another user. After that, it is "freed" and available for use by a different user.



4. Regardless of how many consoles a worker has, the worker will never take more than 1 Helpdesk License.



5. There are examples of functions that require a license to be taken by a client:

a. Creating a ticket. Editing a ticket is part of the core, but creation ability is added by Helpdesk.

b. Managing contacts

c. Managing Workers

d. Using a worker console. The default console (Incident tab in the Altiris Console) is of course part of

core, but the separate "worker" console is made available by the Helpdesk Solution.

e. Managing an email inbox.

Hello. We use a report for managing this issue.



We have 4 licences so any other worker not in HelpDesk team using a license is "pushed out", and we get our 4 licences back. (using worker_id field)

You may change it to suite your needs by using a drill down menu for choosing "victim" worker that will be pushed out.





UPDATE HD_worker_view

Set worker_active_access = 0

where worker_active_access = '1' and worker_id NOT IN ('59','56','51','54')





We use this query to show workers with "license in use" state. (A report was made )



use altiris

select worker_name, worker_id, worker_last_access_on, datediff(minute, worker_last_access_on, getdate()) as Minutes

from HD_worker_view

where worker_active_access = '1'

order by worker_last_access_on

I would agree with Donald on all points except number 3 (and please feel free to correct me if Im wrong). But I believe I have seen the lic release without having to close the browser window. I know our two main helpdesk workers never close the browser and I can see, by running the sql script that they are not always consuming a lic. Now Im curious and will do more testing

After playing around, I created a report which will release HelpDesk 6.5 licenses.  The link to the download is here: https://www-secure.symantec.com/connect/downloads/helpdesk-report-release-worker-licenses

Instructions are in there how to install the report and release licenses.  Test in your dev\test environments first before putting in production!