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We recently had a request that seemed to make way too much sense for us to have not done it already.  A helpdesk worker wanted to be able to view everything associated to an asset (monitors, incidents, people, software licenses) quickly and easily.  ...
Blog Entry by MBHarmon | 23 Jun 2009 | 0 comments
Within the helpdesk module there is a special flag for VIP contacts. This flag can be very helpful for a number of reasons. It gives us meta data that allows us to execute special options based off the result of this flag. An incident can have its ...
Article by MBHarmon | 08 Jun 2009 | 0 comments
For about three years now we have been using the Altiris Helpdesk Solution. All in all I have become more and more impressed with the types of things it can do. The ability to create workflows within the product has turned out to be very handy, even ...
Article by MBHarmon | 03 Jun 2009 | 2 comments
Providing timely response to issues is a key responsibility for many IT teams. However, we have all experienced times where a wave of issues came in and that well thought out notification rule you wrote can be lost among all of the other e-mails someone ...
Article by MBHarmon | 06 Apr 2009 | 2 comments
It is always important to note all of your communication with an end user in your incidents with helpdesk.  Some people send the e-mail and then later copy and paste their information into an incident.  However there is a great feature on incidents that ...
Article by MBHarmon | 26 Mar 2009 | 0 comments
Did you ever want to checkout a ticket directly from the e-mail notification sent from the Helpdesk module? It is possible and amazingly easy. Within the Helpdesk module there is a task called "Assign this incident to me". ...
Blog Entry by MBHarmon | 16 Sep 2008 | 0 comments
In some environments, or for some ticket types, there always needs to be an Asset. After all it doesn't make much sense to have an install software request without a computer seleted. For those options you can create a validation ...
Blog Entry by MBHarmon | 27 Jun 2008 | 0 comments
In some environments, or for some ticket types, there always needs to be a contact. For those options you can create a validation rule that will require this option. If creating your validation rule for something such as a ...
Blog Entry by MBHarmon | 27 Jun 2008 | 0 comments
At our organization we have been using the Altiris Helpdesk Module for nearly two years. In that time we have made customizations to forms, added custom lookups, and generally taken advantage of the flexibility available in the Helpdesk ...
Article by MBHarmon | 26 Jun 2008 | 1 comment
At our organization we have been using the Altiris Helpdesk Module for nearly two years. In that time we have made customizations to forms, added custom lookups, and generally taken advantage of the flexibility available in the Helpdesk ...
Article by MBHarmon | 24 Jun 2008 | 6 comments