CMag

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CMag
Member for: 1 year 47 weeks
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Job Title: IT Specialist I

Member for: 1 year 47 weeks

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New forum discussion 02 Nov 2010

CMag posted: 2 Notify Rules Not Working

I need a solution Our HelpDesk Solution environment was setup for internal users only. However, there is a need for an external user we provide service to, to be able to send in a request for service. We do have an email accoun

New forum discussion 02 Nov 2010

CMag posted: LDAP authentication

I need a solution When using the winuser and worker consoles in HelpDesk Solution V6.X, does it use LDAP to authenticate with Active Directory? Does anyone know that if the domain controllers are upgraded to Windows 2008 R2 nati

discussion comment 23 Sep 2010

CMag commented on: Refresh Worker Report Screen

I'm going to try your suggestion. Yes, I'm familiar with customizing the HelpDesk .ascx file - I had done some. Thanks.

New forum discussion 21 Sep 2010

CMag posted: Refresh Worker Report Screen

I need a solution What is the default refresh rate of the worker report screen? How can the refresh worker report screen be changed? 1

discussion comment 10 Sep 2010

CMag commented on: How to use new servicedesk licenses (NS7) for helpdesk (NS6)

Went through this last July. When we renewed our licenses for this fiscal year, we were sent a ServiceDesk 7.0 license file and we are still using HelpDesk Solution v6.0. You will not be able to install ServiceDesk 7.0 license file on ...

discussion comment 05 Aug 2010

CMag commented on: Group as a Contact

It worked! I had to modify the email Inbox by adding the following in "For Existing Incidents": Set "Action" to "Edit" When I view the incident after I sent the email, Modified by is equal to ...

New forum discussion 04 Aug 2010

CMag posted: Group as a Contact

I need a solution Member 1 of Group A sends a request via the winuser portal. Member 1 goes on vacation. Member 2 of Group A wants to edit the incident sent by Member 1. The members of the Group A are not workers. Is this p

discussion comment 20 Jul 2010

CMag commented on: Need Help in Notify Rule

Thanks! That works. I don't know why I thought it was more complicated than "guest."

New forum discussion 18 Jul 2010

CMag posted: Need Help in Notify Rule

I need a solution I would like to create a notify rule which will notify the assigned worker if and only if the incident was modifed by the contact as long as the status is not Resolved or Closed. I have the following: When

discussion comment 06 Jul 2010

CMag commented on: Voice Mail to Automatically Generate an Incident

Thanks for your input!

New forum discussion 03 Jul 2010

CMag posted: Voice Mail to Automatically Generate an Incident

I need a solution Does anyone have this implemented in their environment? A live person answers the help desk phone number during business hours. We would like incidents automatically generated when users call and leave

New forum discussion 16 Jun 2010

CMag posted: Most Recent Comment Only

I need a solution We are using the "Notify contact when closed" Notify rule to notify the contact that the incident has been handled. I would like to customize the email template "guest issue addressed" by sh

discussion comment 19 May 2010

CMag commented on: Altiris Rules

The IP address does not appear when I view the asset in the HelpDesk Solution. The asset cannot be modified within HelpDesk. The asset is imported from Notification Server. When I use Resource Manager to edit the asset, under ...

New forum discussion 06 May 2010

CMag posted: Notification Policy Not Working

I need a solution I found in this forum a topic on closing resolved status incidents after a defined period of inactivity which started in August, 2007. I want to implement this in my environment (we are still in testing mode).

discussion comment 04 May 2010

CMag commented on: Altiris Rules

I did format the table to include the Asset IP address field, Asset Name, and the other default fields. The Asset Name appears but the Asset IP address of that Asset Name does not appear.

discussion comment 24 Apr 2010

CMag commented on: Altiris Rules

When I look for an asset and I type the asset name, click on Find, should it display the IP address of that asset? Right now, all it gives me is the serial number of the asset.

New forum discussion 10 Apr 2010

CMag posted: Steps re HelpDesk Solution Implementation after Testing Using the same Incident Database

I need a solution We don't have the luxury of having a test environment. The HelpDesk incident database that we have been "playing with" will be the production database when we go live. What administrative tasks/

discussion comment 10 Apr 2010

CMag commented on: Altiris Rules

Yes, that makes sense. Have you tried to search an asset based on IP? Can you search an asset by subnet - for example, I want all of my computers on 10.10.10? I do not get any result when I search using that parameter. ...

discussion comment 08 Apr 2010

CMag commented on: Altiris Rules

I'll test you suggestion about the email address. For the routing rule based on IP, that's exactly how I have my routing rule but it is not working for me. How do I associate an asset?

discussion comment 22 Mar 2010

CMag commented on: Altiris Rules

My organization is implementing Altiris HelpDesk Solution in July, 2010, so I am very new to the product. I have read the product guide and the articles you mentioned above. I am going to training in two weeks to absorb anything ...

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