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mboggs

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mboggs
Member for: 4 years 4 days
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Job Title: Systems Analyst

Web Site: forums.altiris.com

Member for: 4 years 4 days

Blog: View recent blog entries

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mboggs's Activity

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discussion comment 04 Nov 2008

mboggs commented on: Send Email to Other User

Make sure the Type for your email template is Email Action, not Email Notification.

discussion comment 28 Oct 2008

mboggs commented on: Helpdesk - error Categories inactive to active

It is best to close the browser and open a new one. The new category will be added immediately. As for your other error, make sure there are no duplicate categories at the same level. This could cause an error. I have experienced that ...

discussion comment 20 Oct 2008

mboggs commented on: Helpdesk open close stats

Here is a report I have. Gives me counts per status and owner, which for me is a queue. i.e. assigned to =Bob and owner=IT Help Desk. select count(*) as COUNT,workitem_status_lookup_value as STATUS,owned_by_worker_name as OWNER from ...

discussion comment 06 Oct 2008

mboggs commented on: Helpdesk Contacts - Deleting in Batches

You can put the old domain only in the NT ID field. You don't need to do a single user at a time. Just search NT ID=old domain name and you'll get all the records.

discussion comment 03 Oct 2008

mboggs commented on: Is there a way to set multiple contacts to inactive status?

I have not found a way to do this, other than on the back-end, which is probably not recommended. It is part of my weekly duties to make terminated employees as inactive contacts.

article comment 29 Sep 2008

mboggs commented on: Office 2007 Silent Installation Lessons Learned

We have Office 2007 on one test machine and I have found that my email templates used in the Altiris Helpdesk Notify rules and not interpretting the colored banner. Rather I get a plain box, thin navy border with the banner text in it. I ...

blog entry comment 23 Sep 2008

mboggs commented on: Building a Basic Seadog / Landlubber ID Report

You can also go to Workers, List Workers, right-click and Copy Table and paste to Excel. There is a hidden column that displays the ID. Of course you get ALL workers, but once in Excel you can manipulate it however you need to. Works for ...

discussion comment 05 Sep 2008

mboggs commented on: Report on Resolved Incidents

make sure your variable of N days is set to 7 in your report parameters and that the checkbox for Replace with SQL parameter is checked and the Prompt for value is NOT checked. I used this SQL and hard coded 7 days and only get 7 days worth ...

discussion comment 04 Sep 2008

mboggs commented on: Report on Resolved Incidents

I use the status="Closed" and action="Closed" to capture those. workitem_status_lookup_value='Closed' and workitem_action='Closed' ORDER BY workitem_number ASC

discussion comment 22 Aug 2008

mboggs commented on: Edit pencil missing when viewing a Incident

Double check your Security Role settings under the Config tab. Look at your worker role and make sure Edit Incidents privilege is checked AND that this user is a member of that role. Also you might want to check his assigned Queue and the ...

discussion comment 18 Aug 2008

mboggs commented on: New Incident - Setup New Employee

For my environment, we used a single MASTER category of Account Admin/Master. When this is the category, and other conditions are met, a child ticket is created. The parent ticket remains open until all child tickets are closed, then it closes ...

article comment 18 Aug 2008

mboggs commented on: Notify Rules Overview

I have a notify rule to "Ask for more info" that emails the contact and allows the worker to enter text in the comment. The problem is once it is checked, it STAYS checked for any subsequent ticket edits. Do you know how to correct this? Any ...

discussion comment 14 Aug 2008

mboggs commented on: New Incident - Setup New Employee

We have done this for our new hires, terms and transfers. I created a category of Account Admin\Master. Then my automation rule criteria is category=Account Admin\Master and Comment=hardware, for example, to create a new child ticket for the ...

discussion comment 12 Aug 2008

mboggs commented on: HD_workitem_detail_view - SQL query

Try to use the distinct command in your query so you only get each ticket number once. That coupled with the max version and action=Closed should eliminate the duplicates/re-opened tickets.

article comment 07 Jul 2008

mboggs commented on: Incident vs Validation vs Routing Rules

I use a series of Incident rules to assign items to a queue via the Owned By field. Assigned To is the worker ID and the Owned by is the queue name, such as IT Helpdesk. Our Helpdesk is being used by 5 different teams with various levels/queues ...

New forum discussion 27 Jun 2008

mboggs posted: Modifying Webparts in Altiris Console 6.5

I am trying to create a new Dashboard for my management using Altiris Console 6.5. I have cloned the webpart for Helpdesk Summary Dashboard. Now I need to change the underlying query or report (?) to use my custom status and priority codes. Does anyone know how to do this and where to make

article comment 27 Jun 2008

mboggs commented on: Updating Dashboard to Include Other Status Lookup Values

We have already done this, but this article lays it out nicely. Our workers really like this feature because they can view their incidents from any point in the Helpdesk, not just on the Worker Report. FYI We have seen an increase in ...

blog entry comment 26 Jun 2008

mboggs commented on: Requiring End Users to Include Comments When Submitting Incidents

We don't use the KB, but it is good to know about that "gotcha" if we ever decide to use it. I'll have to adjust this rule in that case. I guess end users can type 1, 2, or 10 spaces if they really want to try to avoid typing something. ...

discussion comment 25 Jun 2008

mboggs commented on: Helpdesk Email Template WORKITEM (worktitem_comment)

but I found this one day poking around. Go to Configuration, Server Settings, Notification Server Settings and Incident Settings. Towards the bottom there is a checkbox for Include incident change log with every incident comment. Uncking ...

discussion comment 25 Jun 2008

mboggs commented on: Remove Guest Create permission

Go to your Security Roles and see who the members of Altiris Guests are. If you have users there, this allows them to access the winuser console.