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Taks to automatically create a Helpdesk ticket

Created: 19 Mar 2013 • Updated: 21 Mar 2013 | 8 comments
This issue has been solved. See solution.

Hi all,

Is it possible to create a Helpdesk ticket automatically, example via a task that run every end of month?

We are still using Helpdesk 6.5

thank you in advance

 

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CygnusX-1's picture

Yes, it is possible.  You just have to select New Incident Automated Action as the Automated Action and set the desired schedule.  You might need to build a query that always gets results, though that may not be necessary.

efyuze's picture

Hi CygnusX,

thank you for your reply, I will check this out

thanks again

 

efyuze's picture

Hi Cygnus,

Sorry but where exactly in do you go to to select New Incident Automated Action? Is there a procedure in the KB that I can lookup?

thanks again

CygnusX-1's picture

In the Console go to View>Tasks and then in the tree browse to Tasks\Incident Resolution\Incidents\Helpdesk\Notification Policies and create a new Notification Policy.  In the lower portion you will see Automated Actions and there you can select 'New Incident Automated Action'.

SOLUTION
efyuze's picture

Hi Cyngus,
Sorry we have Helpdesk 6.5. Maybe I do not have the correct rights but I cannot seem to find this menu.

I have access to the Incident tab. Under the Incident tab, I have the Administrator menu with sub-menus "Categories" etc.

thanks

efyuze's picture

Hi Cyngus,

Thank you for your assistance, I got the access to the "Task" main menu (and to the specified sub-menu). I am not able to create a new automated incident.

thanks again

CygnusX-1's picture

Just be sure you are in the Console, not the HelpDesk, the path should be http://server/altiris/console/ If you are in the right URL and can't see this, or you can't right click and select New>Notification Policy then you probably are restricted.

efyuze's picture

Hi Cygnus,

Yes I do have access now to this menu

Thank you