Helpdesk Solution
cnimmer
|
November 5th, 2009
First, import the attached .xml file into your NS report console.
When run, you can choose how many days worth of tickets you want to query. Then you to pick one of the categories, and all tickets assigned to that category will display.
0 comments
Count Buggula
|
November 4th, 2009
I'm trying to set up a system that will automatically send an email with correct formatting to be entered into our Altiris Helpdesk Ticketing system and autopopulate the correct fields. Unfortunately the information given in the manual is sparce on this topic. I dug around in the formats.xml file and found what I believe are the correct values for the fields I want to populate, but am unsure of what values to enter. I want to have the data in the email force the correct Category (and subcategory, if applicable) upon ticket creation. So far, I have:
{HelpdeskData}
{HelpdeskValue} workitem_category_lookup_id = ??????? {/HelpdeskValue}
{HelpdeskValue} workitem_category_tree_value = ???????? {/HelpdeskValue}
{/HelpdeskData}
Anything I've tried putting in for values hasn't worked so far. Unfortunately, there are no integers associated with the Categories List in the Administrator tab, and the categories don't appear in the Lookups...
1 comments
smassie
|
November 4th, 2009
Helpdesk 6 has a feature that automatically associates assets to contacts. This is good in many ways in that it makes logging calls potentially quicker, and encourages people to select affected assets - which is useful further down the line when it come to issue anaylsis, fix and ultimately reporting.
Associations are generated through three main mechanisms - calls logged by a contact against an asset, primary user of an asset from login data, and assigned ownership in asset management. With the exception of the asset ownership association, any association made remains in the database indefinitely. This can be very annoying and confusing. For example a system used for a short period of time suddently becomes associated to the contact even though it may never be used by them again... And there is no manual means to remove the associations.
This sets out to address this.
The attached file contains:
A couple of reports which display associations and more importantly...
0 comments
ohzone
|
October 29th, 2009
Here is a list of the Top 25 Most Viewed articles in the Endpoint Management & Virtualization Community since Connect rolled out last March. Hope you find it as interesting as I did... (thru 29/Oct/09)
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Altiris Client Management Suite, Altiris Server Management Suite, Endpoint Management and Virtualization, News, Dell Management Products, Ghost Solution Suite, Helpdesk Solution, pcAnywhere, Wise Application Packaging, Wise Installation Development, Workflow Solution, Workspace Virtualization
1 comments
cnimmer
|
October 22nd, 2009
Here is a report for HelpDesk Solution 6.5 which will release worker licenses. When you run the report (from your NS), it lists all users consuming a license currently. If you see a user whose license you'd like to release, right-click their record, and click “Remove Workers License:”
A new window should pop up with the worker, and if License is set to zero, you should be all set:
To install, save the attached zip file, and unzip the "HelpDesk Licenses.xml" file. Open your NS console and browse to reports. Right click the Reports folder, and click Import:
Select the xml file and it should import. You should now have a folder under reports called "HelpDesk Licenses." Run the "HelpDesk License Consumption" report and follow the steps above.
Be sure to test the report in your test\dev environment prior to adding to production!
2 comments
Stez38
|
October 20th, 2009
Hello - I've tried searching for this but couldn't find anything so I apologize if it's something simple. Is there a way to create a new column that depending on the workitem_modified_on feild, will change colors? We are looking to have incidents that have not been modified the current day to be red, or at leat just a certain column be red for us to easily see which incidents need to be looked at.
Thank you!
Stephen
3 comments
ohzone
|
October 19th, 2009
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Altiris Client Management Suite, Altiris Deployment Solution, Altiris IT Asset Management, Altiris Notification Server, Altiris Server Management Suite, Endpoint Management and Virtualization, News, Dell Management Products, Ghost Solution Suite, Helpdesk Solution, HP Management Products, pcAnywhere, ServiceDesk, Wise Application Packaging, Wise Installation Development, Workflow Solution, Workspace Corporate, Workspace Profiles, Workspace Remote, Workspace Streaming, Workspace Virtualization
1 comments
JoeBolster
|
October 14th, 2009
Any ideas..
Im looking for a report to run by a specific category for open issues. If possible by date range.
3 comments
JoeBolster
|
October 14th, 2009
Im looking for a report by a specific category that gives me the created date and status of open. Im looking to get started and then add some columns to it as I go along and and see what else I need. Thank you..
1 comments
pm2619
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October 14th, 2009
I have users that need to be able to make modifications to their existing comments. My help desk has the pencil (edit comment) on their screen but some of my workers outside the help desk have a stripped down version (non-administrator) and would like to have that edit comment function available. Where can I make this change? I found under Security Role Management, a check box for edit incident but that doesn't appear to be the issue. My workers can edit incidents by adding new comments but they cannot edit previous comments. Please help. Thanks.
1 comments
boneill
|
October 14th, 2009
Hi,
I'm looking for some help with using the altiris helpdesk webservices. I see that there is an operation called ExecuteQuery when I go to http://[servername]/aexhd/WebService.asmx. However I'm having trouble getting results from the ExecuteQuery operation.
Does anyone have an example xml request using this webservice? I'm trying to do a query of open support incidents.
Thanks!
4 comments
AndyN
|
October 14th, 2009
The Super User Group in Cleveland on October 2, 2009 was a SUPER success!
We had approximately 100 customers in attendance from at least 5 User Groups: Cleveland, Columbus, Michigan, Pittsburgh, and Rochester. Surprisingly, there wasn't anyone there from Hawaii or Australia. Maybe next time.
Slides from the following Product Managers are attached to this blog:
Michael Grueber and Rene Kolga: Client Management Suite and Server Management Suite SP1
Miguel Perez: Deploying 7 Architecture and Migrating to 7
Also see KB Article:
https://kb.altiris.com/article.asp?article=47816&p=1
Hugo Parra: Deployment Solution
Jeremy Carter: Workflow
Vinny Buscarnera: ServiceDesk
If you attended the Super User Group, please post your comments and questions!
By the way, the ManageThis Band did not take home the big trophy as the Best Corporate Band but they did have a great time.
Altiris Client Management Suite, Altiris Deployment Solution, Altiris Notification Server, User Group, Altiris Server Management Suite, Endpoint Management and Virtualization, Upgrade, Helpdesk Solution, ServiceDesk, Workflow Solution
2 comments
Robert.Ford
|
October 13th, 2009
My company is new to the Altiris HelpDesk Solution. Looking for some information on how to create an automated rule. For example we want to create the following automated process:
When incident category equals a specfied category, we want the incident status to close out, close code go to completed and we want to send out notifications to the requestor as well as other specified groups. We got the notify rules figured out well but struggling with automation rules. If anyone has any guidance or could even point to some documentation on this issue, it would be greatly appreciated.
2 comments
Mbordelon
|
October 12th, 2009
I currently have two helpdesk incidents which have the message"This incident is being modified by another process. Click here to update the view" . However, clicking on "refresh" does nothing. Is there a way to unlock these incidents so that they can be edited?
1 comments
babadi
|
October 7th, 2009
Hi all,
Is there a way for us to customize the worker console to display the contact's department? The reason for this is because as techs receive incident assignments, they would like to print the incident and be on their way into the field with all of the pertinent information on their printout.
Thanks in advance for any leads.
5 comments
dallasr
|
October 7th, 2009
I've looked for Altiris Visio stencils on the web and never came across any, so I put my own together from various sources. This is my first time creating one so hopefully it turned out OK.
See the screen shot below for an example diagram I did with the stencil. I created this using Visio 2003, so not sure how/if it will work in other versions.
To use, just unzip the stencil and place it wherever you want, then within Visio go to File > Shapes > Open Stencil and browse to where you put it.
Let me know what you guys think of it (good or bad).
Altiris Client Management Suite, Altiris Deployment Solution, Altiris IT Asset Management, Altiris Notification Server, Altiris Server Management Suite, Endpoint Management and Virtualization, Documentation, Helpdesk Solution
3 comments
JoeBolster
|
October 6th, 2009
Has anyone out there gone to 7.0 and lost data from Knowledge Base during the transition? We plan on going to 7.0 and before I start updating KB I want to make sure nothing gets lost. Thank you...
0 comments
Aryanos
|
October 5th, 2009
I was wondering if anyone has encountered an issue with HTML code showing up in the comment section when an email has been processed? It seems that once the HTML code appears, any time an email is sent from that ticket to get processed again will always have the code in it anytime it gets processed. I found a KB article (26305) that listed some steps to resolve this issue but it doesn't work. We are using Outlook Exchange 2003 and have multiple email inboxes that process tickets for that department.
2 comments
djcampbell_UTPA
|
October 5th, 2009
I have a situation where we have an on-call rotation that is modified once a week on mondays. We have a routing rule in place which routes all new tickets with a certain category tree to the person on call for that week. I have a vb script that is scheduled to run every monday morning to change the routing rule and send a notification email to users. I am changing the routing rule by calling the stored procedure (sp_updatewuci) in the Altiris database.
In doing this, I have found that the routing rule is changing as expected when you view the rule in the console BUT the new tickets are still routed to the previous on-call person. However, if I change the routing rule manually within the console itself, any new tickets are imediately routed to the correctly specified user. It seems that restarting my session after running the update scripts also solves the problem and the tickets are routed correctly, but I would like the stored procedure updates...
1 comments
sconklin01
|
October 5th, 2009
All of our helpdesk users are getting the same error message from time to time while saving chnages to tickets. "Data store not found. The system has detected that the application was restarted on the server (the service was resarted or the server was rebooted"
"To restart you last command click here
To go to your home command click here"
By selecting any of the option to return back all of your editing is gone.
Does anyone know where to begin looking on this one? I am kind of the Altiris guy at my company since our regular guy left and am starting to see this more and more that its becoming an issue with the helpdesk team. Thanks in advance for your help.
Shawn-
Basics, Endpoint Management and Virtualization, Configuring, Performance, Tip/How to, Helpdesk Solution
4 comments
dregourd
|
October 5th, 2009
Hello,
My customer does not like the background grey in the Winuser page. He wants a white background.
I don't have the time to open a real customisation project with him.
Is there a simple way to slightly change the colours used in this page? I guess there is a style sheet to be touched, but I don't know which one.
Any help highly apreciated.
Best regards,
David
2 comments
cosp
|
October 2nd, 2009
It would be nice with a function to send out urgent messege to all computers from NS or deployment.
För example when you need to push out a message that say that is some sort of problem, who the users need to know about
maybe logout or that the e-mail server is down.
Altiris Client Management Suite, Altiris Deployment Solution, Altiris Notification Server, Endpoint Management and Virtualization, Features, Helpdesk Solution
2 comments
bhoeflich@oyoge...
|
September 30th, 2009
When an end user finishes entering a ticket it goes to a page that requires them to click Home or Back.... we would like to bypass that and have it go directly back to the original screen that shows the user info and all of their tickets. Has someone done that before? Can you show me how? Share code? etc?
0 comments
johnquinn
|
September 30th, 2009
I've been scratching my head on this for a while now and though maybe someone could help me figure out the problem.
I will have indicents that will be set with certain conditions; namely a Priority of Scheduled Task, a Status of Hold, and a Due date set for the future. What I want to do is set a condition that on the day after the due date, I want to change the status and priority of the ticket becasue it now needs to be completed.
I know the way to do this is with a Notification Policy. I have one that closes incidents in a Resolved status if they have not been modified in 72 hours. This one should be really no different in terms of the "what to do", but for some reason, the policy won't execute on a scheduled basis.
Here is the SQL query I'm using. It does return the information I expect:
SELECT DISTINCT ...
3 comments
lryker
|
September 29th, 2009
Does anyone know why Helpdesk, Edit Incident mode i(vs 6.5) doesn't add all the changes made to an incident if/when comments are added?
For example: If we make a change to the categories, workers, status, etc fields and save the incidnet, the history reflects all the changes made to the fields.
However, if we add a comment, the history ONLY reflects the comments does not show the changes made to the other fields. It's important for us to see all the modifications made to each saved ticket in our organization.
4 comments