Helpdesk Solution
Tiwest
|
March 17th, 2010
Hi All,
I've been trying to implement a website on the same server hosting the Altiris helpdesk and must have stuffed up the IIS permissions. Somewhere under the "Default Web Site" or "AexHD" sites, i've screwed the Authentication and Access Control settings for Anonymous access. I can't recall what the original settings were.
I've managed to toggle the settings around so that it no longer says "You are not authorized to use Helpdesk at this time" so people can still lodge Helpdesk Requests.
Basically, I don't know what the IIS permission settings should be!!
Any help would be much appreciated!
Regards,
Jon
1 comments
yabru
|
March 11th, 2010
Hi Guys,
I'm busy following the following KB26372 article and they mention using Resource Explorer.
Does anyone know where i can find this?
Part of the article i've pasted below;
This means that Notification Server itself may have a duplicate. Using Resource Explorer, look at both users by pasting in the two different GUIDs (NS_Resource_guid and the duplicate Helpdesk GUID [either the dupemailhd_contact_resource_guid column or the dupNTIDhd_contact_resource_guid column or both]). With Resource Explorer open, switch to the Inventory tab and browse through the different data between the duplicated resources. Verify that they have either both the same email address under the "User General Details" data-class with different "Name\Domain" values under the "Global Windows Users" data-class or have the same "Name\Domain" values with different email address (not common).
Thanks Steve
Basics, Best Practice, Endpoint Management and Virtualization, Tip/How to, Troubleshooting, Helpdesk Solution
1 comments
Cenveo_Ben
|
March 10th, 2010
Okay I am trying to create an incident rule that will reopen a closed incident when an update is sent to a closed ticket via email, have it strip the assigned to and owned by fields and let it be processed by the routing rules over again.
To give an example, our helpdesk is split into East, Central, and West queues. We have routing rules in place that looks at a contacts location and routes according to what region they are located in. If a contact submits an initial request, it goes to the appropriate queue, then incident is assigned to a specific worker, then it is worked to completion and then closed. Then later the contact determined that it really wasn't fixed or the problem reoccurred, we then want for them to submit an email update and reopen the incident. The problem I am having is that it was assigned to a specific worker and owner at that point and I would like for the incident rule to remove the specific worker and owner automatically and allow the...
8 comments
ag97690
|
March 9th, 2010
Just a reminder about our Portland Endpoint Management User Group meeting on Thursday, March 11.
This meeting will include a presentation by Adam Young from Les Schwab who will discuss how he is using Linux and PXE with Altiris Deployment Solution. We will also have a presentation on Deployment Solution 7.1 and a quick overview of Asset Management 7 by Greg Giles, Symantec Systems Engineer.
Lunch will be served!
Agenda:
11:00 am - Announcements & Introductions
11:15 am - Presentation by Adam Young (Les Schwab)
12:00 pm - Lunch
12:30 pm - Presentation by Greg Giles (Symantec)
01:45 pm - Planning & Prizes
Where:
City of Portland
1120 SW 5th Ave
2nd Floor Auditorium
Portland, OR 97204
Altiris Client Management Suite, Altiris Deployment Solution, Altiris IT Asset Management, Altiris Notification Server, Altiris Server Management Suite, Endpoint Management and Virtualization, User Group, Helpdesk Solution, ServiceDesk
0 comments
bricast
|
March 3rd, 2010
Is there a way to change how retrieved queue incident works? Basically I want to change it so that P4 and work orders are treated the save when it comes to priority. Since there is always a P4 ticket in the queue work orders (aka P5) never get pulled.
3 comments
lone_ranger
|
March 2nd, 2010
I have set up a POP mailbox that will create a ticket based on an e-mail. The ticket is created using the sender of the e-mail as the contact name on the ticket. This works as it should 99% of the time, but I have noticed that when a few individuals send e-mails, the contact information in the ticket is blank. This is happening on both our dev and production boxes with the same people.
2 comments
cluhendrix
|
February 26th, 2010
As you can see at the bottom, there should be 21 rows displaying. I have blocked out the worker name in the image. They display fine in firefox. This problem started yesterday. I have worked on it all day with no progress.
Additionally I recive the following errors in IE:
Webpage error details
User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; GTB6; WWTClient2; .NET CLR 3.5.30729)
Timestamp: Fri, 26 Feb 2010 19:32:54 UTC
Message: Object expected
Line: 417
Char: 1
Code: 0
URI: http://file02/aexhd/winuser/Default.aspx?cmd=homeMyHD
Message: Object expected
Line: 426
Char: 1
Code: 0
URI: http://file02/aexhd/winuser/Default.aspx?cmd=homeMyHD
Message: '_ctl0__ctl24__ctl0_wgWorkItems__ctl5' is undefined
Line: 516
Char: 2
Code: 0
URI: http://file02/aexhd/winuser/Default.aspx?cmd=homeMyHD
Message: Object expected
Line: 529
Char: 5
Code: 0
URI: http://file02/aexhd/winuser/Default.aspx?cmd=homeMyHD
Message: 'AWOnBeforeUnload' is undefined
Line: 538
Char: 2...
1 comments
kwh67
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February 26th, 2010
how do i update my current AD users into Altiris and remove the termed users?
1 comments
Don Rowland
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February 25th, 2010
If you look in the Formats.xml file in your Helpdesk 6 instance you will see a section 'sidSqlClosedOn' around line 110. This is the out of the box code that is used to calculate the closed on date in the web GUI. This can be used in reporting to get the incidemts 'Closed_on_date' however, this code is flawed. I have created an alternate sql statement that covers scenarios that this orgional does not. Specificly, when the ticket is marked with a status of closed when it is first created, and then comments are added later, the origonal code in unable to calculate the closed on date. I will present my revised SQL down below.
Once we have the SQL statement to get the closed on date, you will want to use it for reporting. So the obvious question is how do I use this SQL. The trick to using this SQL statement is you have to pass the incident number to it, so it becomes very difficult to use it...
1 comments
Mbordelon
|
February 25th, 2010
We have had Altiris scraping 4 mailboxes and creating helpdesk incidents whenever an email is received by those mailboxes. Recently this stopped working and when I run the test connection on the configuration of these mailboxes in Helpdesk, I get the error "error receiving data from socket". Any ideas what may have changed to cause this? And wha can be done to correct it?
1 comments
Robert.Ford
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February 24th, 2010
Looking for assistance with creating incidents from emails. We have a couple of monitor tools that send out alerts via email. We want to take those alterts and have incidents generated so we can track work against them. Any help would be great!
4 comments
bricast
|
February 24th, 2010
Is there any way to get it so that when someone click on a task in a ticket in prompts them with something like "Are you sure you want to run this task" and then allow them to cancel if they accidentally click the task.
1 comments
morgyn
|
February 22nd, 2010
I am sure that am not the only one who has been faced with this issue.
I am looking to see if there is a easy way to do this, as I would like to stay as standard (out-of-the-box) as a possible.
I really don't want to have to start playing with direct SQL data if I can help it.
Obviously the reports are only as good as the data that Altiris holds .. and the policys are to update the incidents while working on them, but this is not always a possible reality.
Example - it's a week later and the notes have not been updated for an incident, possibly due to after hours work (or what ever reason).
Plus the work was done by an team member who is now on leave.
1) Is there and easy way to have the new Notes/Comments back dated
2) Is there a way to assign the comments/notes to a worker (other than who is logged in)
Another example -
Yu have had to call in an external party to do some work for you, and you have just received their time sheet. For tracking and reporting...
1 comments
Brian TNHS
|
February 16th, 2010
I've never been involved in Altiris (6.0) until now and have been asked to edit the 'ConsoleGuest.ascx' file in the 'AeXHD/ templates' folder and not sure how I can debug it in Visual Studio. I'm using VS2003 and cant get it to debug at all. Is there any tips out there that can allow me to do this?
2 comments
Kemcinte
|
February 15th, 2010
Hello,
Does anyone have a customization to remove this from the Incident screen?
[ ] Comment visible to guests
7 comments
Deepak Kumar
|
February 7th, 2010
Hi All,
Can someone help me resolve these blow mentioned errors. I configured the EV 8.0 SP3 on window server 2008.
All 2000 mailboxes has been enabled for archiving, now PST migration is going on, but I am getting these error in my 40% of mailboxes.
Client driven migration is going on.
Error Code : 4167
An exception has been raised.
Internal reference
SimpleAutoMutex/C/L
EV$MigratorServer$ArchiveFolder$
An exception is raised when a process encounters an unexpected fault.
Error Code : 8567
Error occurred with client-driven migration of PST '\\PC-123\C$\Documents and Settings\ADB-Test\Local Settings\Application Data\Microsoft\Outlook\Outlook.pst'.
Unexpected migration status.
Reference: 'HasPstChunkMigrated'.
Thanks in Advance
Deepak Kumar
0 comments
JoeBolster
|
February 5th, 2010
Is there a way to see who is actually using HD?? This is for the Help desk solution forum.
Symantec Management Platform (SMP), Endpoint Management and Virtualization, Tip/How to, Troubleshooting, Helpdesk Solution
3 comments
Luis S.S.
|
February 5th, 2010
Hi,
Someday, I did a change in Altiris , I added a text for a special worker,but now i have to do the same for other user but I can't remeber how I did it, someone can help me?
I Just remember that i have to do a task , but how can I add the rights for the user in this task? and in this way he could see the new task.
When the worker select the task , the ticket will be asigned to other worker.
Thanks for your help.
1 comments
thedominion
|
February 5th, 2010
I set a rule to set Start Time to Created On based on Category selected. I would like to also set Due to Created On + 4 hours however the only option is "offset" which sets it negative 4 hours. I tried adding + but it does nothing.
Help and time much appreciated.
2 comments
FarmerTed
|
February 3rd, 2010
I have a report that is detailed below, but I need to add a Date Range to get the correct totals.
SELECT T0.workitem_category_tree_value AS 'Category', COUNT(workitem_category_tree_value) AS 'Number of Incidents' FROM HD_workitem_current_view T0
WHERE ((T0.workitem_category_tree_value LIKE '%CAC%'
OR (T0.workitem_category_tree_value LIKE '%Digital Signature%')
OR (T0.workitem_category_tree_value LIKE '%Certificate%')
OR (T0.workitem_category_tree_value LIKE '%Citrix%')
OR (T0.workitem_category_tree_value LIKE '%Approve It%')
OR (T0.workitem_category_tree_value LIKE '%Active Client%')
OR (T0.workitem_category_tree_value LIKE '%VPN%')
OR (T0.workitem_category_tree_value LIKE '%PureEdge%')
OR (T0.workitem_category_tree_value LIKE '%ASCL%')
OR (T0.workitem_category_tree_value LIKE '%OWA%')
GROUP BY T0.[workitem_category_tree_value]
I tried to use the article "Modify Reports to Use Date Range" from the site but receive "Conversion failed when converting...
2 comments
osmani
|
February 2nd, 2010
my employees are facing the problem whenever the alert mesg appears in the client PC ...such as block traffic from 10.20.192.2 messages.i dont this alert to show at the client side ..i want to know the steps to overcome this problem
Thx
Government Symposium, Security, Education, 11.x, Windows, Tip/How to, Troubleshooting, Helpdesk Solution
1 comments
jmetzger2
|
January 28th, 2010
Thank you to all of those who have joined the Altiris Cincinnati User Group. Please pass the information onto your team members and anyone else in the Cincinnati/Dayton/Northern Kentucky area. We would love to see this group grow and be able to host an event here in Cincinnati. Look forward to meeting all of those who use this fantastic product.
Altiris Client Management Suite, User Group, Altiris Deployment Solution, Altiris IT Asset Management, Endpoint Management & Virtualization Community Blog, Altiris Notification Server, Altiris Recovery Solution, Altiris Server Management Suite, Endpoint Management and Virtualization, Ghost Solution Suite, Helpdesk Solution, HP Management Products, pcAnywhere, ServiceDesk, Wise Application Packaging, Wise Installation Development
3 comments
KenWeyandt
|
January 28th, 2010
I had to restore a computer and after the restore I have the SEP shield but not the green ball. The computer does not show that it is logged in when viewing the computers in the Management Console. On the computer it DOES show that it is getting the updates but not through the console. How do I connect the computer and get the green ball back?
Endpoint Management and Virtualization, Configuring, Installing, Recovering, Tip/How to, Helpdesk Solution
0 comments
GATOXAS
|
January 28th, 2010
I have problem with notification rules, i create new incident but not send the email to worker, only send email to contact, i have created queues, the employees created retreived the respective queues and the routing roules its configured succesfully. help me please.
Attach the screem with the configuration.
Thanks XAS
4 comments
JoeBolster
|
January 21st, 2010
we are currently doing a domain migration. when i go into the admin screen within altiris helpdesk and choose work, list workers. i click on the worker to edit, then i change the nt/name to the new doman name. however, some of the users get diverted back to the old domain name. using helpdesk 6.5 on a sql server 2005 sp3.
1 comments