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...

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.
   
   

   Click to view.

2. After you have created your custom folder browse to the templates directory. Locate and copy the WorkItemTable.ascx
   
   

   ...

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())...

I posted this a few weeks ago over on the Altiris forums and have finally gotten around to submitting it here.

This might be common sense or well known information to a lot of the more well practiced people here. I started in my current position the 1st of November and had zero experience with Altiris, so everything is a learning experience.

I have created some queries using the helpdesk guide and would like to share what I've learned in hopes of others who come after me can learn something or find a quick answer.

First of all, this information can be found in the Altiris helpdesk 6.0 SP5 guide which can be found here: Helpdesk SP5 Guide - Page 222-226

We can start with something very basic:

A query to find all tickets whose status...