Helpdesk Solution
Blacksmith
|
November 20th, 2009
Our Altiris Helpdesk was working fine until the morning of October 12th when it stopped processing emails. The emails started stacking up in the Exchange inbox instead of being processed by Altiris. We see the following error in the Notification Server log:
Log File Name: D:\Program Files\Altiris\Notification Server\Logs\a.log
Priority: 1
Date: 11/20/2009 8:25:05 AM
Tick Count: 181226375
Host Name: Svr121
Process: w3wp.exe (8136)
Thread ID: 5124
Module: AltirisNativeHelper.dll
Source: AlertManager.ProcessInboxes
Description: Inbox processing exception: An unexpected error has occurred. NO The requested message could not be converted to an RFC-822 compatible format.
Any clues what might be at the root of this issue? Clearly something changed, but no one is admitting to purposefully changing anything.
3 comments
Mbordelon
|
November 17th, 2009
We have a user who gets a red X where the list of incidents created by her should be. The rest of the page loads fine. Just the list is missing. Is it possible this is a security setting in IE7? I am attaching a screen shot of the problem.
5 comments
yabru
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November 16th, 2009
Hi,
Whats the best way to repair Service Desk 7
All the steps of my Installation worked perfectly up and until the last one, which is, Setup ServiceDesk.
It allowed me to skip, retry or move to 'next' step. I had to skip 'twice' before it was complete, but would like to go back and complete these steps.
Do i need to run setup from scratch? As in, from Altiris.ServiceDesk.2009.exe? Or from Add remove programmes?
Regards Steve
Basics, Database, Best Practice, Endpoint Management and Virtualization, Configuring, Documentation, Installing, Tip/How to, Helpdesk Solution
0 comments
ohzone
|
November 12th, 2009
Listed below are the top 25 most visted Download pages (thru 11.11.09). Downloads are a bit more difficult to calculate because some articles have scripts attached to them as well. You may find something you've been looking for in this list. Happy browsing!
SATA ICH9 Drivers: Windows XP Driver Injection Script
Exe-To-Msi
MSI "Run as administrator" Context Menu for Vista
SATA Drivers for Intel ICH9 and ICH10
Remote Altiris Agent Diagnostics
Uninstall MSI with VBScript
Linux AHCI Driver for Dell Optiplex 760 and HP dc7900
Format Factor Multifunctional Media Converter
VBScript to Delete Old Files
Universal Silent Switch Finder
Automating Wireless Profile Config Settings for Intel PROSet/Wireless Software 11.1.1.3 for SWD/DS
Script to Copy Files/Folders to All the User Profiles on the Machine
Uninstall Windows Installer Applications Using VBScript
Backing Up User Profiles Using a VBScript
Mozilla Firefox 3.x Virtual Software Packages (US, NL, DE) (updated)
HII Tools 3.2.1 for...
Altiris Client Management Suite, Altiris Deployment Solution, Altiris IT Asset Management, Altiris Notification Server, Altiris Recovery Solution, Altiris Server Management Suite, Endpoint Management and Virtualization, 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
3 comments
sdunn
|
November 11th, 2009
Can anyone tell me how I change the query on the helpdesk dashboard ‘open incidents assigned to me and modified in the report period: all dates’ to be ‘open incidents owned by me and modified in the report period: all dates’ instead.
Many thanks for help.
3 comments
kevin.wilson@va...
|
November 9th, 2009
I am working on a custom satisfaction survey and am stuck. I have never had to modify the new satisfaction survey in Helpdesk 6 SP5. I am used to working with the HTML version not the appweaver . I would like to add a question asking if the ticket should be closed. I was able to get the question entered into the form properly, but cannot figure out how to update the code to insert the appropriate info in the comment section of the ticket once submitted
How do I change the code in the SatisfactionSurvey.ascx to have it insert the following comments based on what option is selected. Once I get the correct comment inserted, I can then run an incident rule to change the status to either Closed or Re-Opened based on the text entered into the comment.
The new question simple says "Do you want to close this ticket?" it then provides two options ("Yes" and "No")
· If the customer selects Yes to close the ticket, a comment should be added...
0 comments
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)
Install and Configure SQL Server 2008 Express
Understanding Error 1603: Fatal Error During Installation
Windows System Error Codes (exit codes) Description
Adding Intel Matrix Drivers to Your XP Image for AHCI SATA Support
SATA ICH9 Drivers: Windows XP Driver Injection Script
Installing Altiris Deployment Server and Altiris PXE Server in a VLAN Environment
How to Create a Generic Windows XP Image
Windows XP SP3 is Out - Time to Rebuild Those Base Images!
Chapter 6: WinPE as a PXE Automation Option
Preparing to Install Altiris Deployment Solution 6.9 – Advanced Setup, Part 1: With SQL Server 2005 Express Advanced Services
Uninstall Office 2003 and Install Office 2007
Altiris Client Management Suite 7 Install
Wise Package Studio, Part 1: Installing and Configuring Wise Package...
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
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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
Follow the community on Twitter www.twitter.com/EMnV_symc and get updated on new articles, downloads, blogs and other information you'll find interesting in the community.
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
|
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