Helpdesk Solution

Do you publish your Winuser console to all users to view their Helpdesk Tickets? Do you worry that they have access to 'Create a new incident' and 'Request access to a resource'? Have you wondered how you can change that without disrupting your current Helpdesk users and consoles, as well as countless hours of changing and testing security settings? Here's how, in a few easy steps, to modify this worrisome page.

A common issue for Inventory Solution is for the Inventory Task to crash or hang in one way or another. This article discusses the common sources for the problem, including how to configure Inventory Solution to avoid them, or how to troubleshoot the issue if the standard fixes do not resolve the issue. Also included is the methodology of how to pinpoint where the issue is coming from, including how to generally fix the issues we have seen.

ManageFusion 2008 brought us some interesting things. Unfortunately not everybody is able to attend ManageFusion. But the good news is that lots of us that attended ManageFusion placed videos on the Internet.

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.

Those executives and directors have worked hard their whole life to reach the upper echelons of management. Isn't it only fair we reward them with the promptest of Helpdesk service? Most certainly it is!

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.

We implemented Altiris Helpdesk in the last month or so. Besides using Altiris' versatile Helpdesk tool to automate and streamline as many processes as possible, one of my tasks was to setup a Change Management "module". I realize that a Change Management process is going to differ in many ways from place to place, but I hope this will help out someone looking to accomplish some of the same things I needed to.

Now that we have reviewed using the SVS admin console, let's take a look at managing the layers using cmd line. We felt our helpdesk needed a way to assist users that may have been unreachable via our Task server. Some of this information is already posted but hopefully putting this all together in one place with help others.