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BTlover | 02 Sep 2008 | 0 comments

The main reason for posting this procedure was to illustrate how to use the DateDiff and GETDATE expressions from with the query expression.

  • From the left-hand menu, click Incidents | Queries | New Query
  • Once in the new Query:
  • In the Name field, enter the name for the query.

    (for example: All open Incidents older than 2 days)

  • In the Expression field enter:
     DATEDIFF("d",workitem_created_on, GETDATE()) > 2 and workitem_status_lookup_id = 300
  • Save the Query
  • Run the query

In the expression above "> 2", you can change this to any normal operator for example: > 15, <15, <=15, etc.

The workiten_status_lookup_id of 300 is only for Open Incidents. Here is a listing for other IDs:

ID Value
100 Planned
200 Requested...

Tony 1776 | 02 Sep 2008 | 10 comments

I got some of the code and the idea from dkerr and his Daily Ticket "Summary" E-mail, but I felt like more could be done with it and so I spent quite some time customizing it more.

Here is what the emails look like.

I was pretty excited when I found out that HTML can be entered into the email notification action. It just makes the email look quite a bit nicer, and I believe it should be viewable on a handheld device.

Following is the SQL query that goes in a notification policy:

JLAbuhl | 14 Aug 2008 | 0 comments

When we replaced our existing Help Desk software over two years ago, we came up with a system for queue notification. Using distribution lists in Exchange, we created a naming convention for our queues using a three character prefix: ITS-Hardware

We simply use the name of the list when entering the e-mail name under contacts in Altiris.

This allows us to manage membership easily through Exchange. When employees or contractors leave the company, we use basic account management through Active Directory to automatically remove their association to that...

PeeGee | 12 Aug 2008 | 9 comments

Out of the box, Helpdesk Solution does not provide any possibility to highlight incidents which have a high priority or a specific status.

In the KB you can find the following article: Which deals with color coding the Incident Grid, which is already a big help. But on the day to day basis it also handy to find the same highlight colors, when looking at a single incident.

The code of this article shows, how the background color of the "Priority" field can be changed, depending on the priority. Of course this can be used for any other field as well.

Compared to the JavaScript approach of the above KB article, I simply...

matzebru | 05 Aug 2008 | 0 comments

If you have already or are still planning to upgrade a prior version of Helpdesk 6.0 to Helpdesk 6.0 Service Pack 5 (ver 6.0.308), this document might take some of the confusion out of any issues you have if you have customized your Worker or WinUser consoles prior to the SP5 upgrade.

I created this document for my own reference while evaluating SP5 before we put it into 'production' and thought I'd share my findings. Enjoy

johnquinn | 28 Jul 2008 | 2 comments

I use the Service Request Form utility quite extensively in my helpdesk implementation. One of my favorite forms I made was the New Hire Request.

I discovered a nice way to enhance the output so that you can read it easier. Of course this change will apply to any form you create with this tool.

Here is a sample of the output currently:

This is nice but I wondered if there might be a way to Bold either the field names or the actual responses.

There is a way. You need to make a simple modification to a line in the ServiceForm.ascx...

johnquinn | 21 Jul 2008 | 1 comment

This tip is for those who use the Service Request Form utility in the Helpdesk Solution.

I have been using this utility for a while now and have created several forms that have helped streamline several of our processes. One in particular is a New Hire Request Form.

After a recent barrage of New Hire incidents, one of my co-workers asked me a question. He asked me if there was a way to alter the title of the incidents.

This was the title of the incident: New Hire Request

He asked if it could be altered to look like this: New Hire Request - (the name of the new hire).

Here is the part of the Service Request Form code that is affected by this:

<control id="header">New Employee Request Form</control> 
<control id="member">NewHire</control> 
Dominique | 14 Jul 2008 | 1 comment

Why on earth would you want to sort your worker query list? For easy reading of course! The following tip will help you sort your list for easier management and viewing. Ready... set... sort!

List of queries to be updated to have the list sorted on the worker page:

Select * from Query
Where expression like ‘%worker_query%’

Worker Query:

Select * from worker_query 

to be changed to

Select * from worker_query order by name


Select * from worker_query_view

To be change to

Select * from worker_query_view order by worker_query_name

Restart MSSQLServer Service
Restart IIS


Dominique | 14 Jul 2008 | 6 comments

You could sort the Worker Quick Incidents List but it will be temporary only as any upgrade, hotfix will overwrite the change. You will need to do it again on the new version, hotfixes, upgrades, repair, etc...


You need to change the queries:

They are in the table Query in the database Altiris_incidents.

Change QuickIncidentListAll:

SELECT * FROM quick_incident 


SELECT * FROM quick_incident ORDER BY quick_incident_name 

And change QuickIncidentList

SELECT * FROM quick_incident where quick_incident_status = 'a' 


SELECT * FROM quick_incident where quick_incident_status = 'a' ORDER BY quick_incident_name 


johnquinn | 02 Jul 2008 | 1 comment

Are you looking for a way to filter the view a user sees in the Winuser console? Looking for a specific ticket can be overwhelming when you have to sift through every single ticket you've opened. Sorting those tickets would be a neat trick.

When your users are working in the Winuser console they are typically presented with this:

Of course, looking at this the user sees every ticket they have opened. If they wanted to look for their open tickets, it could be cumbersome. So I started to research if there was a way to filter out the Closed tickets from...