Helpdesk Solution

Adding An Attachment to an Incident Through Workflow Solution

asadeh — 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

Help Desk Queue Notification

JLAbuhl — Thu, 14 Aug 2008 10:08:27 -0500

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

Helpdesk Solution

Dynamic Colors in the WorkitemView Console

PeeGee — Tue, 12 Aug 2008 12:00:21 -0500

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.

Helpdesk Solution

Helpdesk 6.0 Service Pack 5 Worker/WinUser Console File Changes

matzebru — Tue, 05 Aug 2008 14:38:25 -0500

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.

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

Helpdesk Solution - Sorting Worker Queries List

Dominique — Mon, 14 Jul 2008 12:12:29 -0500

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!

Helpdesk Solution

Helpdesk Solution - Sorting Quick Incidents List

Dominique — Mon, 14 Jul 2008 10:25:31 -0500

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...

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

Requiring End Users to Include Comments When Submitting Incidents

mboggs — Wed, 25 Jun 2008 13:23:16 -0500

When using My Helpdesk Console (winuser), sometimes end users try to type their entire issue in the Title field, rather than the Comments field.

I created a Validation Rule which requires the end user to include a Comment when submitting an incident using My Helpdesk Console (winuser).

Helpdesk Solution