Using a Command Line to Create an Incident

This is a command line that allow you to create a Helpdesk (HD) incident from a remote location. It uses the Web service that's packaged with the Helpdesk to do the heavy lifting. What's cool about this solution is you can submit an incident without even launching the Helpdesk console on your computer.

This is a command line, so use Internet Explorer or another application/program installed on your computer to run it.

The Web service can either take command line parameters (type "CreateWorkitem or Edit Workitem" to see them) or by using specific commands required for a 3rd party application.

The next line contains the parameters to send a command to the Altiris HD Web service. To create one new incident from IE you use this syntax:

http://MYSERVERHD/AeXHD/WebService.asmx/ProcessWorkItem?workitem_title=This+computer+is+break+fix+are+lost+data&workitem_category_tree_value= Break-fix%5cComputer&workitem_comment=Is+urgency+repair+and+probability+restore+data

Here's what the results look like in IE, after you've executed the execute command line:

Click to view.

The next line contains the parameters to send a command to Altiris HD Web service. This command edits an existing incident using IE.

http://MYSERVERHD/AeXHD/WebService.asmx/EditWorkItem?id=1345&workitem_priority_lookup_id=300&workitem_urgency_lookup_id=300&workitem_status_lookup_id=400&workitem_comment=the+computer+has+repaired+and+restore+information+of+the+user

It's important that the user or worker has permissions in Helpdesk to execute commands as background services (webservices) in Altiris Server.

This sample field is included for reference.

Click to view.

The values of lookups is from the worker administrator Console HD, Admin > Lookups then select lookup and click view.

Additionally, you can use http://MYSERVERHD/AeXHD/WebService.asmx to send in the your page on the Web Services.

Click to view.