Video Screencast Help
Endpoint Management Community Blog
Showing posts tagged with Helpdesk Solution
Showing posts in English
jessedo | 11 Jun 2007 | 1 comment

When we first installed the Altiris Helpdesk solution we created a number of notifications to help enforce SLAs. Though this is a very useful feature of the helpdesk system, it makes for a lot of messages in your inbox every Monday.

We started looking for a way to limit the policies only to run on certain days of the week, but the shared schedules in the notification server don't allow for running on only specified days of the week. Instead, we solved the problem by making a simple modification to the WHERE clause in the SQL that controls the notification.

AND DATENAME(dw,GETDATE()) IN ('MONDAY','TUESDAY','WEDNESDAY', 'THURSDAY', 'FRIDAY')

If you haven't modified the SQL in these policies before here is a quick rundown of how to do it.

  1. Navigate to the notification policy you want to edit.
  2. Click 'Edit...
jasoncordell | 04 Jun 2007 | 1 comment

Hey Everyone,

I am trying to automate some menial tasks and need some help. The final task for a DS imaging or PCT job is a vb script that will send an email to incidents@mydomain.com. This will cause an incident to be automatically created. Since we have bunches of these per day, I don't really want to have someone have to go into each incident and change a couple fields and close it.

I was given a tip on Altirigos to use {HelpdeskValue} in the email to set the values in the incident, but I can't seem to make it work yet.

I did some poking around on the web and I was able to find the DataIsland info in the formats.xml file and found that I should be able to use the following fields.

workitem_priority_lookup_id
workitem_status_lookup_id
workitem_category_tree_value
workitem_external_reference
workitem_action
workitem_source
workitem_category_lookup_id
...

Admin | 17 May 2007 | 3 comments

Q:
Jerry asked, "We're using Altiris Helpdesk at our company and are wondering if there are any knowledgebases (with both questions *and* answers) available for import? We could probably cut down on helpdesk calls and desk-side visits if our users had a few more of the frequently-asked-questions at their fingertips. Thanks!"

A:
You're in luck Jerry. Helpdesk Solution is now available with two optional knowledgebase content libraries powered by Knowledge Broker:

KBI TotalBase Solution supports new and older desktop and Internet applications, operating systems, hardware, and more.

KBI MicrosoftBase Solution supports "everything Microsoft," including all versions of Microsoft desktop applications, a broad range of operating systems, and solutions for Internet problems.

KnowledgeBroker, Inc. is a leading supplier of knowledge-based computer support solutions for help desk technicians and end-user self-...

SK | 02 May 2007 | 1 comment

Helpdesk Solution ships with the following Core languages besides English: French, German, Japanese, Portuguese (Brazilian), Simplified Chinese and Spanish.

Arabic, Danish, Italian, Russian and Swedish Language Packs have now been released:

Arabic for Helpdesk: https://kb.altiris.com/article.asp?article=34106&p=3
Danish for Helpdesk: https://kb.altiris.com/article.asp?article=33800&p=3
Italian for Helpdesk and NS: https://kb.altiris.com/article.asp?article=28246&p=3
Russian for Helpdesk and...

diluzio | 15 Mar 2007 | 0 comments

Okay, maybe there are times when you don't want users to vote on your knowledge base articles. If you're a member of that club, diluzio has figured out how to tweak the code and eliminate the votes.

As with any changes, make sure you have a good backup first.

Most importantly, make a copy of the ArticleView.ascx, in \Program Files\Altiris\Helpdesk\AeXHD\templates.

Then all you have to do is comment out one line in the ArticleView.ascx template. Comment out the line which starts:

Console.Current.RegisterClientBodyHandler("onunload"....

EWANG | 12 Feb 2007 | 2 comments

There are times when it's useful for helpdesk users to be able to update their contact info from the helpdesk console. However, if there is an Active Directory User Sync in the background, the data they update will constantly be cleaned up (read: deleted). This usually happens in a misconfigured AD environment.

There is a workaround for this scenario, though. However, the directory synchronization plays the key in this configuration implementation ;)

In MS SQL there is a MS Publication/Subscription Service that allows you to take a snapshot of the Helpdesk Contact table. You want to store the content of this snapshot in a staging table before a Sync of NS and Altiris Helpdesk.

Find out your NS AD User Update schedule and set up a connector to import the data within the staging table that MS Publication/Subscription provided right after the AD User Update on your NS. (NOTE: make sure you map the data properly into your User class!)

Then make sure that...

Tiana | 03 Jan 2007 | 3 comments

Q:
We are getting ready to rollout the Altiris Help Desk Solution and wanted to remove the option for the users to search the knowledge base because we don't have one in place yet. Do you know how I can deactivate this feature? I also wanted to know if anyone knows how to remove the option for the user to select the second dropdown menu for the categories.

For instance, we want the user to be able to select the first category which is between IT or Facilities. From that point on, we want to be able to select the categories depending on what their request is. Where can I remove their option to view or select the second, third, and forth dropdowns?

Thanks!
~T

A:

1. To remove the option to search the Knowledgebase, browse to the Configuration tab > Configuration > Server Settings > Notifification Server Settings > Security Roles > Altiris Guests. On the Privileges tab, locate the Helpdesk Privileges...

AntonSig | 29 Dec 2006 | 4 comments

IE 7 is not fully supported (yet) by Altiris Helpdesk Solution. Some of my workers do have IE 7 installed and their only complaint is that they can't open an incident in a new window by "right clicking" the incident from one of the "incident lists"...

But they have discovered how to open incidents in a new window (under a new tab). Just select the incident from a list, hold down the Ctrl key and press either the view or edit button to view or edit the selected incident in a new window.

Easy, eh!

SandyF | 27 Dec 2006 | 3 comments

At Altiris I wrote a report for myself to see all of the rules, whether they were Notification Rules, Routing Rules, Incident Rules or Automation Rules, that had been triggered on an incident and on what date.

Here is the code I used:

SELECT IDENTITY(INT) AS Number     
   INTO Numbers     
   FROM sysobjects s1     
  CROSS JOIN sysobjects s2     
     
CREATE UNIQUE CLUSTERED INDEX Number_ind     
   ON Numbers(number)     
   WITH IGNORE_DUP_KEY     
     
SELECT top 1000 workitem_number, convert(char(10),workitem_modified_on,101) as 'Run',     
       CONVERT(int,SUBSTRING( workitem_rules_fired, Number,      
       CHARINDEX( ',', workitem_rules_fired + ',', Number ) - Number )) as Value     
INTO Rules     
FROM HD_workitem_detail_view     
INNER JOIN Numbers     
    ON SUBSTRING( ',' + workitem_rules_fired, Number, 1 ) = ','      
WHERE Number <= Len(workitem_rules_fired) + 1     
   AND workitem_number = %WorkNum%     
     
--Get Rule Names...
MaxPayne | 15 Dec 2006 | 1 comment

We're using Helpdesk Solution and recently ran into a situation where incidents (tickets) were assigned to workers who no longer exist, which must have caused the Helpdesk application to "lock" the incident. The worker name appeared as: "Error evaluating macro", and the owner appeared as: "Error evaluating macro".

To resolve this Problem, look into the database table "workitem" and into the field "number". Search for the article with the problem, and go to the field "updatelock". There is probably a "c" in that line. Delete the "c", close the database and you're back in business.