Altiris Juice - A Community for Altiris Product Enthusiasts

Are there any pre-populated knowledgebases we can import into Altiris Helpdesk?

Admin — Thu, 17 May 2007 09:45:44 -0500

Q:
Jerry asked, "We're using Altiris Helpdesk at our company and are wondering if there are any knowledgebases (with both questions *and* answers) available for import? We could probably cut down on helpdesk calls and desk-side visits if our users had a few more of the frequently-asked-questions at their fingertips. Thanks!"

Helpdesk Solution

How can I remove the Knowledge Base Search field in the winuser console?

Tiana — Wed, 03 Jan 2007 10:23:49 -0600

Q:
We are getting ready to rollout the Altiris Help Desk Solution and wanted to remove the option for the users to search the knowledge base because we don't have one in place yet. Do you know how I can deactivate this feature? I also wanted to know if anyone knows how to remove the option for the user to select the second dropdown menu for the categories.

Helpdesk Solution

Customizing Helpdesk Solution

bartdecock — Tue, 31 Oct 2006 15:53:35 -0600

Helpdesk Solution

How Do I Delete Worker Accounts?

Admin — 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

Can I automatically send satisfaction surveys on a random schedule?

Admin — Tue, 25 Jul 2006 14:04:44 -0500

Helpdesk Solution

How can I view the Helpdesk Console from a Linux workstation?

Admin — Tue, 18 Jul 2006 11:43:47 -0500

Q:
Glenn asked, "How do I allow Helpdesk Console to be seen from a Linux workstation?"

Helpdesk Solution

How do I remove the default e-mail templates?

Admin — Tue, 18 Jul 2006 11:24:46 -0500

Q:
We have created our own e-mail templates and have no intention of using the default ones, so we wish to delete them. The 'List E-mail Message Template' page does not provide an option to delete a template, so can you delete them?

Helpdesk Solution

Can I specify the incident start value?

Admin — Wed, 12 Jul 2006 05:52:47 -0500

Q:
Charles wrote, "We are planning on going live with Helpdesk Solution in two weeks and want to have the beginning incident number set to 300000 to avoid conflicts with our older tracking software. Is there a way to set the incident number to start at 300000?"

Helpdesk Solution

Can a rule reopen a closed incident?

Admin — Wed, 12 Jul 2006 03:02:50 -0500

Q:
I want an incident rule to reopen a closed incident when the user with a closed incident replies to an email message generated by Helpdesk. Is this possible?

Helpdesk Solution

How can I import Resource Types into Helpdesk?

Admin — Wed, 12 Jul 2006 02:01:59 -0500

Q:
Darryl wrote "How do I get Resource Types to be able to import into Helpdesk Solution?"

Helpdesk Solution