Want to support security at the incident level? Use Helpdesk Data Macros to ensure that only the assigned worker is able to modify an incident. This cool solution by Richard Baker works well with minimal cost and support overhead.

Two Data Macro functions can be leveraged to accomplish a number of useful tasks. In particular, the PREVIOUSITEM and CURRENT_WORKER Data Macros can be used to manage access and update rights to an incident.

In the simple example screen presented below, I have created a validation rule that performs the following prior to saving the incident:

1. Check if the NT ID is "Null"
   1. If true, this worker ID is actually a Queue, so do not perform any additional checks and allow the incident to be updated.
   2. If false, display the error message and prevent the update from occurring.
2. Helpdesk saves the NT ID of the worker who last...

If you've recently upgraded to Wise Studio 7, you'll probably notice that you're missing a few options, such as build settings (installation .exe name), Media, Screen, Password and so forth. Read on to find out how to get things back to normal.

In order to see these options you have to run the WiseScript Package Editor with the /PE switch. The best way to modify this for new packages is as follows:

Open the Windows Explorer. On the menubar click "Tools", then "Folder Options".

Click to view.

Click the "File Types" tab. Find the file with the extension of WSE and click the "Advanced" button. Make sure the "Open with Wise Package Studio" is selected, then click edit. At the end of the "Application used to perform...

If you do not know all the WMI codes you need to manage your workstations, you can use some simple tools and samples to gather information for scripting.

These locations include:

Rob van der Woude's Scripting Pages
and
this Microsoft tool.

This procedure will outline the steps needed to create a recurring incident. Recurring incidents are helpful for many reasons; however, they can especially help with trying to satisfy audit control requirements.

For instance, you could set up a recurring incident for the network team to view VPN logs on a monthly or quarterly basis.

To begin, go to your Notification Server > Tasks > Helpdesk > Notification Policies. From this point, you can create the policy here or you can create a custom folder to keep things organized.

Once you determine the exact location of your policy, right click on the folder where it will be housed. Click New > Notification Policy.

Click to view.

You will now see...