Altiris Juice - A Community for Altiris Product Enthusiasts

The Default Contact That Wasn't Blank

nravenscroft — Wed, 26 Nov 2008 10:32:11 -0600

We recently ran into a problem on our helpdesk where the information stored about the default contact was changed from blank to a real name and email address. Now knowing that we have seen this in the past I was not initially concerned with it. We only have to go into the database and update the offending fields to the empty string. This time was a little different since the issue was reported to me after the helpdesk managed attempted to delete the offending contact from the database.

Helpdesk Solution

XCEND Customizing Altiris Helpdesk for Global Time Zone and SLA Management to Fulfill ITIL Requirements

Scott Hardie — Fri, 14 Nov 2008 09:31:44 -0600

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.

Asset & CMDB

Automated Incident Creation through E-mails

JLAbuhl — Fri, 24 Oct 2008 09:44:43 -0500

One of the ways our company reports problems to our help desk is through e-mails generated from our customers. It alleviates the need to always call the help desk and talk to someone in person. When we implemented the Altiris Help Desk product, some of the functionality from our old system had to be reproduced in the new application. In addition to submitting tickets via e-mail, our users were used to submitting e-mails with unique subject lines that automatically routed help desk tickets to the appropriate IT support department.

Helpdesk Solution

Helpdesk Customization: Light Up Those Links!

bgreen — Thu, 25 Sep 2008 11:57:16 -0500

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.

Helpdesk Solution

Redirect End-Users to the Item View Upon Submitting a Satisfaction Survey

dclaxton — Fri, 29 Aug 2008 10:21:16 -0500

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.

Helpdesk Solution

Adding An Attachment to an Incident Through Workflow Solution

Alon — 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

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

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

Updating Dashboard to Include Other Status Lookup Values

DeborahAlbrecht — Thu, 26 Jun 2008 15:53:54 -0500

Have you ever wanted your incidents or your queued incidents (from your team) to reflect a count of Open as well as custom status incidents.

Helpdesk Solution

Incident vs Validation vs Routing Rules

MBHarmon — Tue, 24 Jun 2008 15:00:51 -0500

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.

Helpdesk Solution