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

Incident vs Validation vs Routing Rules

skakid — 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

Increase the Default Attachment Size in Helpdesk

johnquinn — Mon, 23 Jun 2008 16:53:27 -0500

I was trying to set up an e-mail template today with an attachment that was nearly 8MB in size. Upon trying to attach the file, I got an error message: "Maximum request length exceeded."

Helpdesk Solution

Custom Status for Updated Incidents

DeborahAlbrecht — Mon, 02 Jun 2008 12:02:16 -0500

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.

Helpdesk Solution

Auto Scheduling Incidents by Priority Assignment

DeborahAlbrecht — Mon, 02 Jun 2008 10:17:07 -0500

The good thing about the below incident rules is that they are easy to change for your companies needs. We base our scheduling on priority, however, if you base it off urgency or impact it is not difficult to replace the priority with either of those.

Helpdesk Solution

Assign Previous Comment to an Incident

joamreynoso — Fri, 30 May 2008 15:27:46 -0500

As everybody knows whenever the HelpDesk user edits an incident based on parameters set on tasks, leaving no comments about the change done, Altiris HelpDesk just place a comment with the changes in the history frame of the incident. For example:

Helpdesk Solution

Advanced Report for Helpdesk

DeborahAlbrecht — Fri, 30 May 2008 14:00:33 -0500

For all of those mangers who want to know…this report will help give an overview of incidents for your different queues. It will return information that will allow management to review individual users who work within a specific queue (global parameter) over a period of time (global date parameters). I created this previously to allow management to review incidents completed over a date range for review/bonus purposes.

Helpdesk Solution