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Q: Jerry asked, "We're using Altiris Helpdesk at our company and are wondering if there are any knowledgebases (with both questions *and* answers) available for import? We could probably cut down on helpdesk calls and desk-side visits if ...
Blog Entry by Admin | 17 May 2007 | 3 comments
Q: Austinn wrote: "How do I delete a worker in the HelpDesk Worker Console? There are a couple of dummy accounts created, and I can't seem to get rid of them!" A: Good question, Austinn. The current version of Helpdesk ...
Blog Entry by Admin | 27 Jul 2006 | 10 comments
Q: Brandon asked, "I would like to automate the Helpdesk Solution to automatically send satisfaction surveys on a random schedule. For example, I might configure it to send out one survey per worker per week. Is this possible?" A: ...
Blog Entry by Admin | 25 Jul 2006 | 1 comment
Q: Glenn asked, "How do I allow Helpdesk Console to be seen from a Linux workstation?" A: Glenn, you can enable Basic Authentication from IIS on both the Worker and Winuser folders underneath the AeXHD Virtual Directory. ...
Blog Entry by Admin | 18 Jul 2006 | 0 comments
Q: We have created our own e-mail templates and have no intention of using the default ones, so we wish to delete them. The 'List E-mail Message Template' page does not provide an option to delete a template, so can you delete them? ...
Blog Entry by Admin | 18 Jul 2006 | 1 comment
Steve Massie of Incit Technology shares his solution for advanced SLA management whereby calls can be booked against an SLA and the response and fix times monitored using true business hours. Get the solution here , complete with ...
Blog Entry by Admin | 12 Jul 2006 | 1 comment
Q: Charles wrote, "We are planning on going live with Helpdesk Solution in two weeks and want to have the beginning incident number set to 300000 to avoid conflicts with our older tracking software. Is there a way to set the incident number to ...
Blog Entry by Admin | 12 Jul 2006 | 6 comments
Q: I want an incident rule to reopen a closed incident when the user with a closed incident replies to an email message generated by Helpdesk. Is this possible? A: Try this incident rule: Name: Reopen incident Comment: Set ...
Blog Entry by Admin | 12 Jul 2006 | 2 comments
Q: Darryl wrote "How do I get Resource Types to be able to import into Helpdesk Solution?" A: Darryl, to import Resource Types into Helpdesk, go to the Incident Tab in the Altiris Console and log in as an Administrator. ...
Blog Entry by Admin | 12 Jul 2006 | 1 comment
Q: Tony asked, "Is there a way to automatically add an additional comment to a new incident?" A: Tony, you can automatically add comments to a new incident using an Incident Rule. Set up a new rule and in the "Set these ...
Blog Entry by Admin | 06 Jul 2006 | 3 comments