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™
Altiris eXpress
Helpdesk Solution 5.6 SP1
User Guide
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Notice Copyright © 2000-2003 Altiris Inc. All rights reserved. Product Version: 5.6 SP1 Document Date: March 12, 2003 Bootworks U.S. Patent No. 5,764,593. RapiDeploy U.S. Patent No. 6,144,992. Due to the inherently complex nature of computer software, Altiris does not warrant that the Altiris software is error-free, will operate without interruption, is compatible with all equipment and software configurations, or will otherwise meet your needs. The content of this documentation is furnished
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Contents Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Chapter 1: Introducing Helpdesk Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Features and Benefits . .
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Contents Link Work Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 E-mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 View Contact Properties - New Work Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Find Contact - New Work Item . . . . . . . . . . . . . . . . . . . .
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Contents Delete Notify Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116 E-mail Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117 New Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Edit E-mail Templates . . . . . . . . . . . . .
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Preface Before using this documentation, we recommend that you review the document conventions (see “Document Conventions” on page 6). Detailed information about Altiris products is included in each product’s documentation. The product’s documentation is installed when the product is installed. To access Altiris product documentation from the Web, go to our documentation Web page at www.altiris.com/support/ documentation. If you have questions that are not answered in the documentation, we
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Preface Support Altiris is committed to providing world-class technical support and professional services to its customers. Included with every product purchase is complimentary Electronic Support. For customers who want a higher level of support, Altiris offers many fee-based services ranging from Priority Support, which includes priority telephone and priority e-mail support, to on-site consultation. Before Contacting Support We recommend that you do the following before contacting Supp
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Preface Altiris Helpdesk Solution User Guide 8
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Chapter 1: Introducing Helpdesk Solution Altiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integrated help desk management system to automate the process of assigning, reporting, and resolving IT system management issues. Helpdesk Solution reduces system downtime across the organization, reduces incoming help calls and problem response time, and notifies administration personnel through desktop consoles or handheld devices. Incident tracking, reporting and integration make H
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Chapter 1: Introducing Helpdesk Solution Helpdesk Solution integrates tightly with Microsoft SMS by reflecting work orders from Helpdesk Solution into the SMS database and permitting SMS administrators to view problems and/or planned work from their console. A thumbnail of the SMS inventory is recorded with the work item in the Helpdesk Solution database. Helpdesk Solution - Satellite Architecture The Helpdesk Solution supports satellite installations. A satellite Helpdesk, is installed and
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Chapter 1: Introducing Helpdesk Solution satellites every 4 minutes. Windows accounts (trusted connections) can be used if the Helpdesk identity, VPN, and domains are correctly configured. • Attachments are stored on the satellites where they were uploaded. Customize with Ease Helpdesk Solution is 100% web-based to meet the needs of any organization. Helpdesk Solution provides the ability to extend the database or simply change the look and feel of the interface with the use of any text edi
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Chapter 1: Introducing Helpdesk Solution System Requirements The following is a list of minimum requirements for the Helpdesk Solution. Server • Altiris eXpress Notification Server 5.5 SP2 or later • A CD-ROM drive with Microsoft 2000 Server/Advanced Server and SP2 or later • Hard drive formatted with NTFS file system • Microsoft IIS 5.0 (IIS 5.0 requires webs to be hosted on NTFS) • Microsoft SQL Server 2000 is recommended, SQL 7.0 (approved), MSDE is not recommended • Microsoft Internet Expl
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Chapter 2: Installing and Setting Up eXpress The Installation and Setup topic list, includes the following: • Step 1 - Notification Server Computer Requirements (page 14) • Install Prerequisite Software to Notification Server (page 15) • Install Notification Server (page 18) • Step 2 – Install Helpdesk Solution (page 19) • Satellite Helpdesk (page 19) • Step 3 – The Altiris eXpress .NET Configuration Wizard (page 19) • Step 4 – The Configure Helpdesk Command (page 20) Installation Preview The
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Chapter 2: Installing and Setting Up eXpress Step 1 - Notification Server Computer Requirements The computer you are going to install Notification Server on must meet or exceed the following criteria. Hardware The following are minimum requirements. To scale to support thousands of clients, faster processors and more memory are highly recommended on the server. • Processor: Pentium Pro 200 MHz or faster • RAM: 512 MB (1 GB is recommended) • File System: 2 GB NTFS system partition • Disk sp
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Chapter 2: Installing and Setting Up eXpress Install Prerequisite Software to Notification Server 1 Start the Altiris eXpress Notification Server Install Helper (AeXNSInstallHelper.exe), read the information on the screen, and click Next. 2 When the Computer Prerequisites screen appears: • If you do not want to install Notification Server on the computer, click No, and then Next. • If you want to install Notification Server on the computer, click Yes, and then Next. The Software Prerequisites
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Chapter 2: Installing and Setting Up eXpress a If you want to install the MSDE version of SQL (not recommended for Helpdesk Solution) on the computer, click Yes and Next. Note If you have a SQL Server database that you want to use for the Notification Server database, click No and Next then go to see if additional required software that can be automatically downloaded is needed, download the software using a process similar to the process specified in Step 4. b When the File Download dialo
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Chapter 2: Installing and Setting Up eXpress 7 If all of the components that can be downloaded have been downloaded but additional software needs to be installed, a screen similar to the following appears listing the additional software that needs to be installed. Note which software needs to be installed and then click Finish. Important You need to install the software that could not be automatically loaded and then run the Software Prerequisites Wizard again. 8 If necessary, install Win
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Chapter 2: Installing and Setting Up eXpress 10 When all of the prerequisite software is installed and the following screen appears. Read the information on the screen and click Finish. The Install Helper will start the Notification Server installation. Install Notification Server 1 When you complete the Software Prerequisites Wizard, and then click Finish. 2 When the AeXNSInstallHelper dialog appears, read the information on the screen and click OK. The Notification Server Installation will
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Chapter 2: Installing and Setting Up eXpress Step 2 – Install Helpdesk Solution When you install eXpress, eXpress collections, packages, reports, and policies are loaded onto the Notification Server. 1 Log in to the Windows Server running Notification Server using the Helpdesk user. If the Windows Server configuration screen appears, click Close. 2 Start the Web Administration Console by clicking Start > Programs > Altiris > Altiris eXpress > Notification Server > Web Administration Console.
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Chapter 2: Installing and Setting Up eXpress Important You will not be able to run Helpdesk successfully until you run and complete this wizard. When you do, it will launch Helpdesk and usually present you with the Configure Helpdesk command. See “Configure Helpdesk” on page 128 for more detailed instructions. Step 4 – The Configure Helpdesk Command When you finish the Configure Helpdesk Command, the Helpdesk Solution basic setup is now complete. Note When Helpdesk Solution is installed co
