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Endpoint Management & Virtualization IdeasRSS
I work at a school we have limited funds for IT expenses and I am trying to use the service desk to it's full potential we currently own 8 licenses and have about 20 workers in various areas of the college. I replaced our old Helpdesk product HEAT with Altiris to leverage some of the other Altiris products we also have CMS Level 1 and the Deployment product. In HEAT if all the licenses were being used as the admin I could kick out users so the service desk was never without a license I have not found that with Helpdesk and it is a handy feature . I can see how many licenses are in use but I can not retrive any if I need to is this possible and I just have not found the right place to do this function or is it not yet availablle.
RE:Service Desk license
Jeanne,
I miss that feature in Heat as well. But, unlike HEAT, Altiris only consume a license when in edit mode. So, as long as your workers don't leave their incidents in edit mode you should almost never run out of licenses -unless all 8 of them are editing incidents as the same exact time.- In my old environment, we had closer to 40 workers and 12 licenses and we never ran into out of license issue.
Hope this helps
Do you have access to SQL?
Do you have access to SQL? IF so, I have a query to free up license files...
RE:Do you have access to SQL?
Hi Aaron,
Yes I do have access to the SQL Box. Can you please post the query?
Thanks....
use DBNAME --This is the name
use DBNAME --This is the name of your Helpdesk database--
Select name as 'Worker name'
from worker
where active_access = 1
--That will tell you which users are currently using a license in the Helpdesk. The only issue(s) that could be caused by kicking users out of the Helpdesk are database write issues (if a user is in edit mode and you change their active access to 0 (or none)) so you really want to be careful. I typically used this to find out who they are and call them so if they're not in edit mode they can close the Helpdesk and free up the license file. Best practice is that if you're reaching the limit, you need to order additional license files. --
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