Articles, Helpdesk

Have you ever wished that all those links in your ticket comments were actually clickable? Sick of copying and pasting links into a new window? Tired of manually adding UBB tags? Fear not, dear reader, for you are two custom SQL items and an incident rule away from shiny blue hyperlink-laden comment fields.

For those of us that with end-users that don't submit their requests via the winuser console but are allowed to submit Satisfaction Surveys, we'd like to redirect them to the View Item screen as oppose to the winuser console.

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 ...

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.

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.

At our organization we have been using the Altiris Helpdesk Module for nearly two years. In that time we have made customizations to forms, added custom lookups, and generally taken advantage of the flexibility available in the Helpdesk module. All the while we've found the technical documentation to be adequate, but sometimes a quick guide with practical examples on using the various Admin options within the Helpdesk module can be more advantageous.

Of particular interest have always been the differences between three of the five rule types: Validation, Incident, and Routing. I have often found myself explaining the rule types again to both my manager and other members of the Change Advisory Board.

We found that there were many times that Workers did not realize an incident was updated via e-mail or another Worker and the incident would sit for hours or sometimes days before reviewed again.