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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
Q: Is there a way to add an extra text box on the client page where they have to fill in their cost center in case of purchasing assets? Can the cost center come from notification server or do they have to fill in manually? Can it be saved ...
Blog Entry by bartdecock | 31 Oct 2006 | 8 comments
Helpdesk does not push the status of a parent incident to child incidents out of the box unless the incidents have certain properties set. To enable parent->child status updating, simply import the incident rule in this XML. The specific property ...
Blog Entry by macten | 30 Oct 2006 | 5 comments
Helpdesk Solution comes with a built-in administrative tool that allows administrators to create and edit Categories. When just a few categories need to be added or adjusted, the built-in Helpdesk edit tool works well; however, when large ...
Article by Dsherwood | 17 Oct 2006 | 10 comments
Here's some code to allow you to attach existing documents to an incident using Incident Rules, Automation Rules or Tasks. It can also be used to add an attachment to a Quick Incident. How this works Attachments are stored in a ...
Blog Entry by John Doyle | 09 Oct 2006 | 4 comments
The HISTORY_LIST macro allows you to create a HTML table in e-mails that you send out from the Helpdesk containing the complete history of a workitem. The following example, taken from the reference manual, shows how to create a simple table. ...
Blog Entry by John Doyle | 06 Oct 2006 | 7 comments