Tech Tips, Helpdesk

An example of Helpdesk Validation based on field length.

Basically this is a Validation Rule that will check the length of a Custom Field and see how long it is.

Including WinPE as pre-os for GSS2.5 has its advantages, but if you corrupt your WinPE somehow, that configuration becomes invalid for the creation of any boot image.

I have built several movies of my screen to show how to do tasks. People ask, "How do you do this?" The answer is very easy. Get yourself a cool tool and get busy!

Grab your flagon o' grog and hoist ye colors! I'm going to cover some easy reports you can create in the Notification Server that should be of use to at least a few people here. When you are writing queries for the helpdesk you often may need to know a contact ID or a worker/queue ID. I have written 2 reports that you can run from the NS that will give you a list of all the active workers/queues and their worker numbers, as well as the contacts.

I got some of the code and the idea from dkerr and his Daily Ticket "Summary" E-mail, but I felt like more could be done with it and so I spent quite some time customizing it more.

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

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.

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.

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!

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...