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Endpoint Management Community Blog
Showing posts tagged with Helpdesk Solution
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MBHarmon | 27 Jun 2008 | 0 comments

In some environments, or for some ticket types, there always needs to be an Asset. After all it doesn't make much sense to have an install software request without a computer seleted. For those options you can create a validation rule that will require this option.

If creating your validation rule for something such as as "Request" Type just enter it with the following parameters:

Name: Asset must be selected

Comment: Requires workers to enter select an Asset when none has been selected.

Display this message: Please select a valid Asset. The Asset NONE is not valid for requests.

When: Every time incident is saved

When ALL of these are TRUE
 "Type" is not equal to "Request"
 "managed_object_id" is the same as "1"

To enter the last line of that...

MBHarmon | 27 Jun 2008 | 0 comments

In some environments, or for some ticket types, there always needs to be a contact. For those options you can create a validation rule that will require this option.

If creating your validation rule for something such as a "Request" Type just enter it with the following parameters:

Name: Contact must be selected

Comment: Requires workers to enter select a contact when none has been selected.

Display this message: Please select a valid contact. The contact field is blank.

When: Every time incident is saved

When ALL of these are TRUE
 "Type" is not equal to "Request"
 "workitem_contact_id" is the same as "1"

To enter the last line of that parameter just use an <Advanced Condition>

mboggs | 25 Jun 2008 | 4 comments

When using My Helpdesk Console (winuser), sometimes end users try to type their entire issue in the Title field, rather than the Comments field.

I created a Validation Rule which requires the end user to include a Comment when submitting an incident using My Helpdesk Console (winuser).

In addition to this, we renamed the label on winuser from Title to Summary. We had many end users putting their job title in that field, not knowing any better.

Here is the validation rule:

Name: Blank comments not allowed for guests

Comment: Requires guests to enter a non-blank comment.

Display this message: Please enter a comment

Log to Notification Server: If no user interface present

When: Every time incident is saved

And: When ALL of these are TRUE
"Comment" is the same as...

johnquinn | 23 Jun 2008 | 5 comments

I was trying to set up an e-mail template today with an attachment that was nearly 8MB in size. Upon trying to attach the file, I got an error message: "Maximum request length exceeded."

Details: 
Application_OnError - Unhandled Exception: 
System.Web.HttpException: Maximum request length exceeded. 
at System.Web.HttpRequest.GetEntireRawContent() 
at System.Web.HttpRequest.GetMultipartContent() 
at System.Web.HttpRequest.FillInFormCollection() 
at System.Web.HttpRequest.get_Form() 
at System.Web.UI.Page.GetCollectionBasedOnMethod() 
at System.Web.UI.Page.DeterminePostBackMode() 
at System.Web.UI.Page.ProcessRequestMain()

Upon doing some research, I discovered that the default setting for file attachments in the Helpdesk solution is 4MB.

I also found that you can increase this to meet your needs. Here is what you need to do...

johnquinn | 10 Jun 2008 | 0 comments

I came across an interesting little modification that I thought I would share. Perhaps some might find this useful.

I discovered a way to color code the comments made by Guest users in incidents.

You create an incident rule it would look something like this:

When actually entering the properties for the comment color, it will look like this:

...

joamreynoso | 30 May 2008 | 1 comment

As everybody knows whenever the HelpDesk user edits an incident based on parameters set on tasks, leaving no comments about the change done, Altiris HelpDesk just place a comment with the changes in the history frame of the incident. For example:

If change the priority or even the status (could be any other value) it will appear in the comments field a message like this: Priority or Status Change from Old Priority/Old Status to New Priority/New Status.

For some customer, this is not acceptable just because you can be changing values that you don't want somebody else to see it. For these cases I found the way to get the previous comment and paste it in the new edit of the incident.

Below are the steps to make this work:

  1. Create an incident rule. Select a name for it.
  2. In the parameters to set, select the...
scott76 | 23 May 2008 | 9 comments

Have you ever created a query for the helpdesk, set an auto refresh on that page, and then wished there was a way you could set the sort order? This will show you how.

  1. First in your Helpdesk Worker Console click on the Incident Queries link located to the left.
  2. Next locate the Query that you would like to set the search order for. Once you have located that Query click on the edit icon.
scott76 | 09 May 2008 | 2 comments

Many of us would like to see more columns added to the worker grid in helpdesk. Here is a fairly simple process to add those columns.

  1. You must first create a custom folder on your helpdesk server. If you have a default install of helpdesk you can find this at c:/program files/altiris/helpdesk/AexHd. In this directory create the custom folder.
  2. After you have created your custom folder browse to the templates directory. Locate and copy the WorkItemTable.ascx

    ...

SliSir | 16 Apr 2008 | 5 comments

Most of you have probably have read the Altiris KB article 34253 for customizing the Incident Grid.

The one thing they don't mention is what format the coloring they have in there is. Most HTML or Web coding uses HEX coloring, like White is #FFFFFF, however for this you have to Convert HEX to Decimal.

Simply open up your calculator, switch to Scientific mode. Then, click HEX, insert the color you want, like #666666 (Grey) then click Decimal and "BAM!" it converts it to 6710886, which the JAVA Script can then read. Now you are free to use all the pretty colors you want in the helpdesk grid. :)

Tenacious Geo | 03 Apr 2008 | 13 comments

We desired for tickets that are completed by workers to be set to the Resolved status and then if the contact did not respond within 24 hours the ticket will automatically go to Closed status. Here is a simple way to do it that may be useful to Helpdesk beginners.

This can't be done with an Incident Rule within Helpdesk because those rules are evaluated when the ticket is saved. Therefore, an NS notification policy is the best place to do it. The notification policy can be run on a specific schedule to accomplish the task needed.

Here is the query I used for the notification policy called "Set Resolved to Closed after 24 hours".

SELECT  
workitem_number AS 'Ticket_Number'  
FROM  
HD_workitem_current_view  
WHERE  
workitem_status_lookup_id = '400'  
AND  
DateDiff(hh,workitem_modified_on,GetDate()) > 24

The...