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MBHarmon | 07 Mar 2008 | 2 comments

Sometimes there are some tasks that just don't fit into the typical boxes we put them in. Maybe they're tasks that should be run by managers or maybe they're tasks that only Altiris Admins should use.

Adding the following "Advanced Condition" you can restrict the view to just a single user:

CURRENT_WORKER(worker_id)
is equal to
x

If it's a task that might be good for an entire team you can instead replace the first line with:

CURRENT_WORKER(worker_queue_id)
is equal to 
x

X will of course be the worker's id or the queue's id as is applicable. You'll also probably want to compare the two values as a number.

dfnkt_ | 24 Jan 2008 | 5 comments

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 is "open...

Global_Altiris | 18 Jan 2008 | 2 comments

Check out this best practice document from the Business Software Alliance, A.K.A. The people who bust companies for software piracy. It contains some easy and obvious best practices for Software Management.

"Of the $13 million that the Business Software Alliance (BSA) reaped in software violation settlements with North American companies last year, almost 90 percent came from small-medium businesses" -Associated Press 11/26/2007

http://www.bsa.org

Altiris Solutions & Reports backed up by strong corporate policies can help keep you off of their radar!

joamreynoso | 07 Dec 2007 | 5 comments

This will work if you need to update an incident from an e-mail template or a command line tool. This tip is a slick way to work directly with the DB and update all the fields that you want.

From an e-mail template (will work like a link):

<a href="http://servername/aexhd/worker/default.aspx?cmd=editItem&id=WORKITEM(workitem_number)&workitem_priority_lookup_id=300&workitem_urgency_lookup_id=300&workitem_status_lookup_id=600&workitem_comment=the+computer+has+repaired+and+restore+information+of+the+user@workiten_rating=5&workitem_action=Rate&commit=yes">Link Display Name</a>

From a command line tool:

http://servername/aexhd/worker/default.aspx?cmd=editItem&id=WORKITEM(workitem_number)&workitem_priority_lookup_id=300&workitem_urgency_lookup_id=300&workitem_status_lookup_id=600&workitem_comment=the+computer+has+repaired+and+restore+information+of+the+user@workiten_rating=5&...
joamreynoso | 04 Dec 2007 | 1 comment

If you need to add the attachment path to an e-mail template (to make attachments more noticeable and accessible to the help desk staff) all you have to do is add a small piece of code (listed below) into the appropriate e-mail template.

<a href=HDQUERY[[select a.url from dbo.workitem_attachment a where a.workitem_number = WORKITEM(workitem_number)]]>HDQUERY[[select a.name from dbo.workitem_attachment a where a.workitem_number = WORKITEM(workitem_number)]]</a>

These lines add a hyperlink to your template and will open the file attached to the incident.

Note: This works fine with just one attachment.
cybi99 | 09 Nov 2007 | 3 comments

Altiris was lacking a good workflow integration to its product. Well, it seems the missing link is about to be revealed thanks to Altiris Workflow Management. The solution reportedly integrates with the Altiris CMDB and Altiris Task Server. CMDB data and relationships populate the workflow process while Altiris Task Server synchronizes automated configuration management tools to deliver IT service without unnecessary human intervention.

Updates to Altiris Helpdesk Solution are said to include integration with Altiris Workflow Solution and Altiris Task Server.

Currently, Workflow Solution is in a closed beta period and will be available in a wider customer beta in December 2007.

Below is an example of integration with asset management:

...
MBHarmon | 07 Nov 2007 | 12 comments

Ever have those workers who just sit on the worker report screen and never refresh it to see if new tickets have been added to their queue? We ran into that and quickly found a way to end their excuses.

It's rather simple really. Create a custom WorkerReport.ascx by following the documented best practices for customization.

Once you've created the custom template drop the following HTML code into the top of the page (in between the <head> and the </head> tags) and there you go -- a setup that will automatically refresh the Worker Report screen every 5 minutes.

 <meta http-equiv="refresh" content="300">

Of course this could be added to any template, but we've found it especially useful on the Worker Report.

razell | 06 Nov 2007 | 2 comments

If you're not crazy about your helpdesk tickets sporting the "AKB" (Altiris Knowledge Base) moniker, here's how to squeeze into the database and change the acronym to something that's more suitable for your organization, like, maybe, PEBCAK?

- Open your SQL Server

- Open your "Altiris_incident" database :

- Open "Tables"

Step 1

  1. open "dbo_kb_article"
  2. select "article_number"
  3. make "modify" on "article_number"
  4. Indicate
    • Datatype : nvarchar
    • Default Value or binding : (N'YOURCUSTOMNAME')

Step 2

  1. open "dbo.kb_article_next_number"
  2. select "next_number"
  3. make "modify" on "next_number"
  4. ...
asbeer450 | 31 Oct 2007 | 4 comments

After upgrading Helpdesk Solution to the latest version (6.0.308), you may notice that a "More History" link is shown instead of the full history whenever you edit an incident that already contains more than one comment.

Even when you click on this link and then save the incident, the next incident you edit goes right back to only showing the "More History" link instead of the full history.

To always show "More History" when editing a ticket in Altiris Helpdesk, do the following:

  1. Turn off the "read-only" attribute on the file "C:\Program Files\Altiris\Helpdesk\AeXHD\templates\WorkItemEdi t.ascx" and open it up in a text editor for editing.
  2. In the LoadDataSources() subroutine, add the following line right before the call to BuildHistory():
  3. DataStore("history_limited") = "false"

Save the file and you're done. That's all there is to it.

erikw | 15 Oct 2007 | 2 comments

BMC Software, an open source CMDB system, can now integrate with Altiris Service & Asset Management Suite in corporate environments.

I found a very valuable PDF for this.

Take a look, and enjoy.

Regards
ErikW