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Endpoint Management Community Blog

Showing posts tagged with Helpdesk Solution
Showing posts in English
mccarthy.cw | 10 Jun 2009 | 0 comments

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....

sebastiaan | 16 Apr 2009 | 4 comments

I presume most of you have seen it once or twice, below is a link to the official "Warriors of the Net"-movie.

It explains in very rudiment basics and easy to grasp footage how internet, or even networking, works.

Please note: this film is not intended for commercial use. Please visit www.warriorsofthe.net for more info on the movie and the legal terms of use.

The film is located here: http://www.warriorsofthe.net/cgi-bin/download.pl/warriors-700-VBR?url=http://ftp.sunet.se/pub/tv+movies/warriors/warriors-700-VBR.mpg

Patrick E. Spencer | 08 Mar 2009 | 0 comments

New Zealand is a popular destination for the filming of recent Hollywood productions that include The Lord of the Rings trilogy, The Chronicles of Narnia series, and The Last Samurai. The pioneering spirit behind each of these is embodied by IS department at healthAlliance NZ, Ltd., which provides various shared services such as procurement, materials management, recruitment, payroll, finance, and information services to the Counties Manukau and Waitemata District Health Boards in New Zealand. A recipient of various IT awards, including two Bearing Point Innovation Awards, one of which was presented to CIO Phil Brimacombe by the Prime Minister of New Zealand, the healthAlliance IS team is recognized for its IT thought leadership.

 

Tackling two issues

For the January 2009 issue, I had a chance to interview Brimacombe and Alistair Mascarenhas, the service delivery team leader, about their different endpoint management...

bkaulins | 25 Feb 2009 | 1 comment

This article is intended to assist Helpdesk Admin automate daily backlog, weekly closed/open incidents, and weekly Individual team members performance reports for email delivery. This article is intended for Helpdesk environments that have numerous queues and need certain team's data sent via email for management review.

In our environment we have numerous queues and the default out of the box reports Altiris provides did not fit our team's needs since the reports show data for the system as a whole. See the queues below.

Our IT management team wanted the following reports that could also...

ag97690 | 13 Feb 2009 | 2 comments

So here is the issue. We have one Helpdesk server and one asset/inventory Server. Currently we have inventory forwarding turned on, but since the Helpdesk server is about five years too late the managed assets pop up with the creation dates based around when we started inventory forwarding.

This seems to confuse people on our helpdesk so I have found a fix that redirects the resource url on the helpdesk box to point to our asset/inventory Notification Server.

This fix is really easy and uses the custom.config file.

All you need to do is to add this string with your correct Altiris server address:

String Text:

"sidResourceExplorerURL">Http://(SERVERNAME)/Altiris/Resource/ResourceManagerConsole.aspx?ItemGuid={0}

See attached file for full string format in custom.config file.

License...
dcudney | 09 Feb 2009 | 0 comments

I had a single user that was receiving an error message when attempting to view assets from within HelpDesk. This was the error message:

"Item has already been added. Key in dictionary: "asset_name_633688238248225379" Key being added: "asset_name_633688238248225379"
 Details 
Exception - System.ArgumentException: Item has already been added. Key in dictionary: "asset_name_633688238248225379" Key being added: "asset_name_633688238248225379"
  at System.Collections.Hashtable.Insert(Object key, Object nvalue, Boolean add)
  at System.Collections.Hashtable.Add(Object key, Object value)
  at Altiris.AppWeaver.WrappedFlexGrid.PrepareGrid()
  at Altiris.AppWeaver.WebGrid.SetColumnDefinition(String def)
  at _ASP.subAssetTable_ascx.LoadDataSources()
  at Altiris.AppWeaver.TemplateModule.ProcessChildren(Control ctrl, TemplateControl host)"
  
...
jhallam3 | 12 Jan 2009 | 0 comments

Phoenix Software Limited announced that it has been awarded Altiris Platinum Partner Status in the UK. This is the highest accreditation available from Altiris and coupled with Phoenix's existing Symantec Platinum Partner Status ensures Phoenix customers enjoy the highest level of Symantec and Altiris service and expertise available in the UK.

Altiris Platinum Partners have made the highest level of commitment to Altiris. They have received technical training and have made a significant investment to become experts in all Altiris solutions for both pre and post sales activities. Platinum Partners are required to have on staff a minimum of two Altiris Certified Engineers™ (ACE™) and regularly receive additional sales and technical training from Altiris. In addition, they work with Altiris on business plans, revenue targets, and provide reports on business opportunities with Altiris.

"We are pleased that Phoenix Software has achieved Platinum partner...

jgo | 17 Nov 2008 | 2 comments

An example of Helpdesk Validation based on field length.

Basically this is a Validation Rule that will check the length of a Custom Field and see how long it is.

The screen shots below are an example of validating that a field [Accounting Code] must be 0 OR 7 characters to successfully Save the incident.

Validation error if input any number of characters in "Accounting Code" except 0 or 7.

dfnkt_ | 19 Sep 2008 | 7 comments

Grab your flagon o' grog and hoist ye colors! I'm going to cover some easy reports you can create in the Notification Server that should be of use to at least a few people here. When you are writing queries for the helpdesk you often may need to know a contact ID or a worker/queue ID. I have written 2 reports that you can run from the NS that will give you a list of all the active workers/queues and their worker numbers, as well as the contacts.

The first thing you need to do is go to your NS Console and create a new report. To do this in console 6.0 you simply go to the reports tab, right click on the folder under "Reports" where you want the report to appear and select "New" and then "Report" from the right click menu. You can always move the report later from the same menu if you want to place it somewhere else.

A report...

MBHarmon | 16 Sep 2008 | 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". You can find that task by clicking Admin > Tasks > View Task. I do believe this task is included within the Helpdesk module when you first install it. If not it looks like the screenshot below. You may need to enable the task.

Take special note of the URL in the address bar when viewing the task. The end of the address bar will give you your task's ID...