Unread posts in my groups

Network printer installation ran as a job

brandono04 — Wed, 28 May 2008 10:19:37 -0500

I am having a ton of trouble writing a script to install network printers to all users by dropping a job with this script included. Here is the script im trying to get working.

rundll32 printui.dll,PrintUIEntry /ga /q /n\\server\printer
:: restart print spooler
START /WAIT SC STOP spooler
START /WAIT SC START spooler

Deployment & Migration

New Juice Discussion Area Open for Business

Juicemaster — Tue, 18 Dec 2007 12:04:33 -0600

By popular demand, we've added a forum area where our users can discuss their solutions and query other users for enhancement ideas.

Since we're all about communication here at the Juice, it makes sense to launch an area where users can discuss their solutions, brainstorm new ideas, or even suggest new community features to the Juice team.

Application Packaging

SLA Management and Monitoring V2

smassie — Wed, 02 Apr 2008 11:16:14 -0500

Several years ago I posted a link to my SLA management integration code on the Juice. This code integrated the SLA contracts in contract management with the Helpdesk, and enabled Helpdesk users to associate SLAs to incidents and to monitor and report on the performance of these in true business hours, all without too much effort.

Asset & CMDB

Daily Ticket "Summary" E-mail

dkerr — Mon, 17 Mar 2008 14:05:05 -0500

During our helpdesk roll-out, one of the tasks I set out to complete was the creation of a daily ticket reminder to users. Basically, this is a little summary to be sent every day to users and queues (if e-mail addresses were provided) with a count of Open, WIP (work in progress), and re-opened tickets. Here is how I went about creating this e-mail.

Helpdesk Solution

Creating a Child Incident

mabdelnabi — Tue, 19 Aug 2008 16:20:04 -0500

I've noticed a couple of requests lately on how to set up a child Incident like with the new hire process. This article shows in details how to get it done.

Helpdesk Solution

Adding An Attachment to an Incident Through Workflow Solution

asadeh — Fri, 22 Aug 2008 11:19:27 -0500

In its current state the Workflow component for creating an incident does not provide you a way to add an attachment to an incident. One workaround is to send an email to the Helpdesk system with the attachment in the email and the incident number in the subject heading. Here is a better way ...

Helpdesk Solution

Customizing The Winuser Console (SP5)

David Falcon — Fri, 04 Jan 2008 02:58:10 -0600

WooHoo! Looks like Helpdesk pro David Falcon spent his holiday break customizing his company's helpdesk. If you've ever wanted to "tune" the forms in your helpdesk or just add your company logo to its pages, read on to follow David's lead.

Helpdesk Solution

Using the History List Macro

John Doyle — Fri, 06 Oct 2006 18:14:55 -0500

The HISTORY_LIST macro allows you to create a HTML table in e-mails that you send out from the Helpdesk containing the complete history of a workitem.

Helpdesk Solution

Cleaning up the Helpdesk Database

nravenscroft — Mon, 28 Jul 2008 09:57:54 -0500

Over time the helpdesk database becomes very laden with sludge. In our case, in over 3 years of heavy use the helpdesk has been in place, we have accumulated over 1.5 million incidents, 8500 obsolete contacts and 150 worker queues. With every passing month my users noticed the system getting slower and slower.

Helpdesk Solution

Advanced Report for Helpdesk

DeborahAlbrecht — Fri, 30 May 2008 14:00:33 -0500

For all of those mangers who want to know…this report will help give an overview of incidents for your different queues. It will return information that will allow management to review individual users who work within a specific queue (global parameter) over a period of time (global date parameters). I created this previously to allow management to review incidents completed over a date range for review/bonus purposes.

Helpdesk Solution

Generating Incidents with WebServices and the ASDK

MrOWNZ — Wed, 28 May 2008 16:07:05 -0500

You can use the ASDK to programmatically generate incidents but you are limited to using the subject and body fields when creating them. You can then use the ASDK to modify fields one by one, which means if you are changing 5+ fields the workers will have to scroll halfway down the page to view the body of an incident.

Helpdesk Solution

Create an Incident using a Command Line Tool

rbross — Thu, 17 Aug 2006 15:22:37 -0500

This is a command line tool that will allow you to programmatically create an incident in Helpdesk (HD). It uses the HD SOA supplied Web service to do its work.

Helpdesk Solution

Helpdesk Customization: Building a Better Admin Report

bgreen — Tue, 05 Feb 2008 15:08:57 -0600

The Helpdesk Admin Report can be a very useful tool for obtaining an at-a-glance overview of the status of your Helpdesk workers and queues. Unfortunately, it often becomes cluttered as your system matures, turning into a giant wall of text that is more difficult to read than it should be. This is largely due to the fact that all of the workers and queues are displayed, regardless of whether or not they are in use. The objective of this customization is to boil down the Admin Report so that it shows only pertinent information to your environment.

Helpdesk Solution

Smart Task to Display Online Warranty Information for Dell Computers

PeeGee — Fri, 24 Aug 2007 09:53:50 -0500

When working with the Helpdesk Console, it's very handy to have warranty information about the selected asset available at a snap.

For evironments with Dell Computers that use Inventory Solution and Helpdesk Solution, there is an easy way to accomplish this.

Dell | Altiris

Dynamic Colors in the WorkitemView Console

PeeGee — Tue, 12 Aug 2008 12:00:21 -0500

Out of the box, Helpdesk Solution does not provide any possibility to highlight incidents which have a high priority or a specific status.

In the KB you can find the following article: https://kb.altiris.com/article.asp?article=34253&p... Which deals with color coding the Incident Grid, which is already a big help. But on the day to day basis it also handy to find the same highlight colors, when looking at a single incident.

Helpdesk Solution

Help Desk Queue Notification

JLAbuhl — Thu, 14 Aug 2008 10:08:27 -0500

When we replaced our existing Help Desk software over two years ago, we came up with a system for queue notification. Using distribution lists in Exchange, we created a naming convention for our queues using a three character prefix: ITS-Hardware

Helpdesk Solution

How we Customized our Helpdesk

razell — Wed, 29 Aug 2007 10:07:12 -0500

Wow, helpdesk user (and Juice reader) razell spent some quality time putting some really nice touches on his company's helpdesk... and he's sharing his secrets!

Read on to learn what (and how) he did to make his helpdesk fit juuuuust right.

Helpdesk Solution

Automatically Close Ticket After 24 Hours in Resolved Status

George Wagner — Thu, 03 Apr 2008 10:50:58 -0500

We desired for tickets that are completed by workers to be set to the Resolved status and then if the contact did not respond within 24 hours the ticket will automatically go to Closed status. Here is a simple way to do it that may be useful to Helpdesk beginners.

Helpdesk Solution

Helpdesk 6.0 Service Pack 5 Worker/WinUser Console File Changes

matzebru — Tue, 05 Aug 2008 14:38:25 -0500

If you have already or are still planning to upgrade a prior version of Helpdesk 6.0 to Helpdesk 6.0 Service Pack 5 (ver 6.0.308), this document might take some of the confusion out of any issues you have if you have customized your Worker or WinUser consoles prior to the SP5 upgrade.

Helpdesk Solution

Make the Current Machine the Top Choice in the Asset Dropdown List for End Users

John Doyle — Wed, 09 Aug 2006 13:08:56 -0500

In the standard Helpdesk code, the winuser console (My Helpdesk Console) provides end users with a dropdown list which will allow them to specify the name of the asset that has the problem. This is populated by the list of assets associated with the user and the first and hence default record is set to None.

Helpdesk Solution

Excel Spreadsheet for Managing Large Helpdesk Category Systems

Dsherwood — Tue, 17 Oct 2006 15:01:37 -0500

Helpdesk Solution comes with a built-in administrative tool that allows administrators to create and edit Categories. When just a few categories need to be added or adjusted, the built-in Helpdesk edit tool works well; however, when large lists of Categories need to be added or updated, it is sometimes easier to use an Excel spreadsheet to make all of the required changes.

Helpdesk Solution

Creating an Executive Dashboard within the Altiris Console

Andrew Souter — Mon, 12 Nov 2007 13:28:06 -0600

The Altiris 6.5 console provides a number of reports and dashboards that give us good high level information about what's happening within Altiris but the problem with this is that all the information is found in a number of different places. What I get asked continually is where can I go to see all the high level information that I need to see? Management or Executives may not have permission to see all the reports within the console or they may not want to have to browse for different summary information. This guide will help you build what is called an executive dashboard which is one page that provides people such as executives or managers all the information they need at the right level of detail and nothing else. See the image below for what the finished dashboard will look like.

Security & Compliance

How Do I Delete Worker Accounts?

Juicemaster — Thu, 27 Jul 2006 10:52:10 -0500

Q:
Austinn wrote: "How do I delete a worker in the HelpDesk Worker Console? There are a couple of dummy accounts created, and I can't seem to get rid of them!"

Helpdesk Solution

Helpdesk Solution - Sorting Worker Queries List

Dominique — Mon, 14 Jul 2008 12:12:29 -0500

Why on earth would you want to sort your worker query list? For easy reading of course! The following tip will help you sort your list for easier management and viewing. Ready... set... sort!

Helpdesk Solution

Helpdesk Solution - Sorting Quick Incidents List

Dominique — Mon, 14 Jul 2008 10:25:31 -0500

You could sort the Worker Quick Incidents List but it will be temporary only as any upgrade, hotfix will overwrite the change. You will need to do it again on the new version, hotfixes, upgrades, repair, etc...

Helpdesk Solution