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Q: We are getting ready to rollout the Altiris Help Desk Solution and wanted to remove the option for the users to search the knowledge base because we don't have one in place yet. Do you know how I can deactivate this feature? I also wanted to ...
Blog Entry by Tiana | 03 Jan 2007 | 3 comments
Currently the MyHelpdesk allows users only to select an asset for a new incident to which the user is associated to. In our environment we have imported network printers and other devices and would like to give our users the possibility to create ...
Idea by PeeGee | 02 Jan 2007 | 2 comments
IE 7 is not fully supported (yet) by Altiris Helpdesk Solution. Some of my workers do have IE 7 installed and their only complaint is that they can't open an incident in a new window by "right clicking" the incident from one of the ...
Blog Entry by AntonSig | 29 Dec 2006 | 4 comments
At Altiris I wrote a report for myself to see all of the rules, whether they were Notification Rules, Routing Rules, Incident Rules or Automation Rules, that had been triggered on an incident and on what date. Here is the code I used: SELECT ...
Blog Entry by SandyF | 27 Dec 2006 | 3 comments
We're using Helpdesk Solution and recently ran into a situation where incidents (tickets) were assigned to workers who no longer exist, which must have caused the Helpdesk application to "lock" the incident. The worker name appeared as: ...
Blog Entry by MaxPayne | 15 Dec 2006 | 1 comment
Today we experienced a problem with our Help Desk product in conjunction with using e-mail. We started getting rejected e-mail messages from the Help Desk product that contained a message at the bottom that said "E-mail inbox POP3 protocol ...
Blog Entry by jpbeyer | 11 Dec 2006 | 5 comments
Altiris Helpdesk Solution will soon provide inherent capabilities to manage service request workflow, but until then many customers have asked about how such workflow could be configured using technology available in the product today. The solution ...
Article by Sean Yarger | 17 Nov 2006 | 15 comments
I have not been able to find way to do this, but it would be nice to be able to add a task in Helpdesk that allows the person working the incident to add a computer to a collection based on certain category criteria. Combo box... Combo box with ...
Idea by bhusk | 10 Nov 2006 | 2 comments
When a satisfaction survey is submitted in the Helpdesk, the string "A satisfaction survey was processed." displays at the top of the comment. Satisfaction surveys can be used for other purposes which would then require changing ...
Blog Entry by SandyF | 09 Nov 2006 | 2 comments
I was recently asked to figure out how to prevent workers from changing the contents of an incident's history and it turns out this is easier than you might think. First of all, unless you have already done so, you should follow ...
Blog Entry by macten | 03 Nov 2006 | 5 comments