Helpdesk Solution

Do you publish your Winuser console to all users to view their Helpdesk Tickets? Do you worry that they have access to 'Create a new incident' and 'Request access to a resource'? Have you wondered how you can change that without disrupting your current Helpdesk users and consoles, as well as countless hours of changing and testing security settings? Here's how, in a few easy steps, to modify this worrisome page.

We desired for tickets that are completed by workers to be set to the Resolved status and then if the contact did not respond within 24 hours the ticket will automatically go to Closed status. Here is a simple way to do it that may be useful to Helpdesk beginners.

Those executives and directors have worked hard their whole life to reach the upper echelons of management. Isn't it only fair we reward them with the promptest of Helpdesk service? Most certainly it is!

Several years ago I posted a link to my SLA management integration code on the Juice. This code integrated the SLA contracts in contract management with the Helpdesk, and enabled Helpdesk users to associate SLAs to incidents and to monitor and report on the performance of these in true business hours, all without too much effort.

We implemented Altiris Helpdesk in the last month or so. Besides using Altiris' versatile Helpdesk tool to automate and streamline as many processes as possible, one of my tasks was to setup a Change Management "module". I realize that a Change Management process is going to differ in many ways from place to place, but I hope this will help out someone looking to accomplish some of the same things I needed to.