Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.
Endpoint Management Community Blog
Showing posts tagged with Helpdesk Solution
Showing posts in English
John Doyle | 16 Aug 2006 | 0 comments

It's a strange thing, but in the English speaking world—although we share the same language—when it comes to writing dates we often do things opposite. What 6/2/2006 means to you depends on where you come from. For someone from the US, it means the second of June; whereas to someone from the UK it is the 6th of February. The way dates are written and interpreted varies from country to country in other cultures as well.

When you open Helpdesk console on a server in the US on a client in the UK, you will see the dates written in the US format. This can be very confusing, so I will show here how a simple edit will allow users to see the dates based on the preferred language settings in their browser.

The change requires you to edit the Default.aspx file in the AeXHD folder. This folder is normally at C:\Program Files\Altiris\Helpdesk\AeXHD. You will probably need to remove the Read-Only property from the file before you can edit it. Open the file with Notepad...

John Doyle | 09 Aug 2006 | 7 comments

In the standard Helpdesk code, the winuser console (My Helpdesk Console) provides end users with a dropdown list which will allow them to specify the name of the asset that has the problem. This is populated by the list of assets associated with the user and the first and hence default record is set to None.

While this default behavior might be valid for many organizations, others may consider it a potential drawback for the following reasons:

  1. The end user may not know the name of the machine they are using.
  2. There is no obligation on the user to select an asset and most users do not appreciate the utility of selecting the resource. They just want their problem fixed as soon as possible and may not be in a very good mood. They may not even notice the dropdown list.
  3. The resource may not be associated to the user and so may not show up in the list.
  4. In some situations there is not a fixed relationship between users and computers.
  5. ...
John Doyle | 02 Aug 2006 | 5 comments

The number of people using Firefox is growing fast*, and rightly so, as it is a very capable browser.

Out of the box, .NET 1.1 does not support Firefox and many of the other more modern browsers, so they are treated as downlevel browsers.

The Helpdesk application has been written primarily for IE, but you can improve the experience slightly for Helpdesk users using Firefox by editing the web.config file and including a <browsercaps> section under system.web. I personally used the code available for download at

The real improvement I noticed is that the input text areas are now rendered with the correct width.

Figure 1: <browsercaps> section not included.


Admin | 27 Jul 2006 | 10 comments

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!"

Good question, Austinn. The current version of Helpdesk Solution will not allow you to delete a worker (default or user created) account. This is by design to preserve the integrity of the database for any worker accounts associated with work items. The only option is to make the worker account inactive. However, because you could theoretically delete an unused worker account without affecting the solution, I have submitted an enhancement request to the product manager to handle this scenario.

Greg Giles

John Doyle | 26 Jul 2006 | 5 comments

When you create or edit an incident in the Altiris Helpdesk, pressing the Tab key from the textbox labeled Title: takes you to the control bar when it really should take you to the textbox labeled Comments:. To correct this you will need to edit the WorkItemEdit.ascx user control.

First you should follow the normal procedure for creating a custom console as explained in the Helpdesk Reference manual. Create the custom.config file and redirect the file id="WorkItemEdit" to your custom copy of the WorkItemEdit.ascx file.

Having done all that, open your custom copy of the WorkItemEdit.ascx file with your favourite text editor and locate the FinalizeTemplate subroutine. Scroll down a few lines and just before the line End Sub add the code:

tbTitle.Attributes.Add("onblur","javascript:" + stUBBEdit.GetControl("tbUBBEdit").ClientID + ".focus();")

Save the file. Now when you create a new incident or...

Admin | 25 Jul 2006 | 1 comment

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?"

Brandon, we are happy to report that Helpdesk Solution 6.0 SP3 shipped with a satisfaction survey random function that can be used in the notify rules (satisfaction surveys are driven by a Helpdesk Notify Rule), specifically for this purpose. The feature added in the 6.0 SP3 is an additional condition.

When all of these are TRUE
"HDQUERY[[SELECT FLOOR(RAND() * 100)]]" is less than "50"

If you add this condition to your version and change the value behind less than, you can control the send rate of the survey.

CraigM | 24 Jul 2006 | 0 comments

Two things are necessary to make your life and your end users' lives easier when trying to access the Helpdesk web consoles:

  1. DNS "CNAME" entries for each web redirect
  2. A default.asp web page that will send a browser to the correct URL depending on what the user typed (and was routed by DNS) in the browser

For example, we needed 2 different web pages for Helpdesk on the same server. It is assumed that Helpdesk users (both endusers and workers) don't want to type out: "http://servername/aexhd/winuser" or http://servername/aexhd/worker".
Instead, they want to be able to just type "help" for the winuser console and "worker" for the worker console.

You could redirect to the default web page with a single web page, but since we wanted two, we needed to use a little logic.

First, create your DNS CNAME entries using the FQDN (fully qualified domain name) and the helpdesk server's IP address for both. The first should be "help" and...

smassie | 20 Jul 2006 | 2 comments

Here's a way to integrate Helpdesk scheduled tasks with workers' Outlook calenders - so that these tasks appear in calenders as events.

  1. Download and install the GeniusConnect database integration tool, by Genius@Work B.V. Although shareware, you will prefer the full version, which is not expensive. This software adds a toolbar to Outlook and will enable you to extract (or send) data from (or to) a database, which you can maintain in Outlook.
  2. Then create a view in the Altiris_incidents database, along the lines of one created with the following SQL code....
    USE [Altiris_Incidents]
    /****** Object:  View [dbo].[Scheduled_incidents_for_outlook]    Script Date: 07/16/2006 16:59:59 ******/
    Create View [dbo].[Scheduled_incidents_for_outlook]
    'Incident Number: ' + cast(workitem_number as varchar)+ ' - '+...
Admin | 18 Jul 2006 | 0 comments

Glenn asked, "How do I allow Helpdesk Console to be seen from a Linux workstation?"

Glenn, you can enable Basic Authentication from IIS on both the Worker and Winuser folders underneath the AeXHD Virtual Directory.

Admin | 18 Jul 2006 | 1 comment

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?

Not really. The only way to delete E-mail templates would be to remove them directly from the database, and that method is not supported.

The 'List E-mail Message Template' page does allow you to make the template Active or Inactive when in Edit mode, so you may make the default templates inactive. However, even if you were to delete them, they would simply appear again during an upgrade or repair of Helpdesk.