Using Helpdesk Console 6.5 Supposedly workers can add new queries by modifying an existing query or creating your own SQL expressions. The Clone icon brings up the New Query page pre-populated with the properties of the selected query. This lets you easily create a new query based on the properties of an existing one. When my workers attempt to clone a query they get an error message saying they do not have access to clone a query. All of the workers have level 2 security access inside the helpdesk console. All belong to AD group with local admin access on the server. Where is the security settings for changing queries or being able to post new articles for review in the knowledgebase.

Sometimes there is a need to reroute an existing incident when certain criteria are met.

For example:

An incident is created that multiple agents will have to work in a specific order.  A good example is a new employee who needs access to multiple systems.  Perhaps some approval is needed before work can begin.  An incident rule can force the rerouting of the ticket when the approval is granted.  Using an incident rule  (based off of business logic)  you can detect when the first  step of the process has been completed and then re-reroute the incident to the next worker/queue.

Simply create an incident rule that will change the assigned worker id to 0 when your criteria is met.  Changing the assigned worker id to 0 will force altiris to reroute the incident.  Based off your business logic you can have a routing rule that will find the correct worker/queue to reroute the incident.

NOTE: I am not...

I recently upgraded altiris to 6.0.308. I received the error message below when testing creating a new incident. I found that the default values for customer_id and contact_id were incorrect. I changed both values to 1 (the default contact for new incidents) and it corrected my problem.

Steps To Change The Default Values For customer_id and contact_id on a new Incident:

SQL Server 2000
1. In SQL Server, find the workitem table in the Altiris_Incidents Database.
2. Right Click on the workitem table and select "Design Table".
3. Select the contact_id field.
4. In the Columns tab set the value for "Default Value" to 1.
5. Repeat steps 3 and 4 for the customer_id field.

Exception - Altiris.Helpdesk.Services.ContactException: The contact does not exist in the database. Contact ID: 0
The originator of the previous log entry was itself an Exception. The last non-Exception occurred at stack index 1: Altiris....