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Showing posts tagged with Helpdesk Solution
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jpbeyer | 11 Dec 2006 | 5 comments

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 failure" (followed by some random text).

When submitting an e-mail to the Help Desk Ticket Submission e-mail address, a new incident was not being created in the Help Desk product.

Furthermore, e-mail notification for manually created incidents were not getting sent out.

After digging around we found that the mailbox contained an e-mail message (a real Help Desk request) that had a 399MB file attachment. The e-mail account has a 250MB quota. We deleted the email message with the large attachment and after a minute or so, notifications started working again and we were able to create new incidents via email.

SandyF | 09 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 the string to something more generic.

Here is what you need to do:

Add a string override via the standard customization technique. The new string should have an id of "fmtIncidentRatingComment" and a single replacement parameter to hold the values:

<string id="fmtIncidentRatingComment">My custom comment.#cr;{0}</string>

The #cr; inserts a carriage return between the comment and the replacement parameter.

String Override

This is a portion of the custom.config file in the AeXHD directory:

   <resourceLib file="CustomStrings.xml" path...
macten | 03 Nov 2006 | 5 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 the customization guidelines as described in the Helpdesk documentation to utilize a customized WorkItemView.ascx template. Once that is done simply search for this line...

[aw:HyperLink ID="imgEditComment" RunAt="server" Command="editItemComment" ImageUrl="icnEdit" ToolTip="sidTipEditComment" Wrap="False"] your custom WorkItemView template and change it to....

[aw:HyperLink ID="imgEditComment" RunAt="server" Command="editItemComment" ImageUrl="icnEdit" ToolTip="sidTipEditComment" Wrap="False" privileges="privAdminister"]

Note: due to the formatting of this forum I...

bartdecock | 31 Oct 2006 | 8 comments

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 somewhere so that workers see it in their console?

Thanks in advance

macten | 30 Oct 2006 | 5 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 that must be set on an incident in order for it to inherit the status of the parent incident is "Parent Link Type" which must equal "Inherit Status". By default all incidents have a "Parent Link Type" of "Simple" so the built in automation rules that allow for parent->child status updating don't apply.

This XML file will set the "Parent Link Type" on all incidents that have been linked to a parent incident to "Inherit Status".

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John Doyle | 09 Oct 2006 | 4 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 table in the database called workitem_attachment. The following data is stored in this table:

this refers to the incident number in the workitem table
this is the revision of the incident. For a new incident this will be 1. It increments by one each time an incident is modified.
this is the string that will be used in the hyperlink on the helpdesk pages
the link to the document's location on the web server
name the physical path to the document on the web server
the size of...
John Doyle | 06 Oct 2006 | 7 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.


This table will contain the version number, the modification date and the name of the worker that modified the incident.

We can use the same format to output the comments:


However, if this is used in an e-mail to the users, they will see all the comments added to the incident including ones which were set as not visible to guests. In order to remove these comments I came...

Greg Giles | 25 Sep 2006 | 7 comments

Helpdesk customers often ask how easy it is to customize the solution to match their company requirements. Desired customizations range from branding the console with their company logo, adding or removing fields, or even re-designing the entire look and feel of the console.

A great way to gain experience on how to customize Helpdesk Solution is by attending the Advanced Helpdesk Customization lab at ManageFusion. The hands-on-lab provides several common customization examples with step by step instructions on how to make the changes.

Take a look at the following lab exercise on how to modify a label in the Helpdesk Solution. If it is useful to you, make sure to attend this course at ManageFusion this fall to learn more.

Helpdesk Customization Overview

Templates, images, strings, presentations, and other components that make up the Helpdesk application need not be modified directly in order to customize the look, feel, and functionality of the tool....

ribak | 18 Sep 2006 | 4 comments

Want to support security at the incident level? Use Helpdesk Data Macros to ensure that only the assigned worker is able to modify an incident. This cool solution by Richard Baker works well with minimal cost and support overhead.

Two Data Macro functions can be leveraged to accomplish a number of useful tasks. In particular, the PREVIOUSITEM and CURRENT_WORKER Data Macros can be used to manage access and update rights to an incident.

In the simple example screen presented below, I have created a validation rule that performs the following prior to saving the incident:

  1. Check if the NT ID is "Null"
    1. If true, this worker ID is actually a Queue, so do not perform any additional checks and allow the incident to be updated.
    2. If false, display the error message and prevent the update from occurring.
  2. Helpdesk saves the NT ID of the worker who last...
David_Falcon | 16 Aug 2006 | 3 comments

This procedure will outline the steps needed to create a recurring incident. Recurring incidents are helpful for many reasons; however, they can especially help with trying to satisfy audit control requirements.

For instance, you could set up a recurring incident for the network team to view VPN logs on a monthly or quarterly basis.

To begin, go to your Notification Server > Tasks > Helpdesk > Notification Policies. From this point, you can create the policy here or you can create a custom folder to keep things organized.

Once you determine the exact location of your policy, right click on the folder where it will be housed. Click New > Notification Policy.

You will now see the New...