HP SP1 Manuel d'utilisateur

Altiris eXpress™Helpdesk Solution 5.6 SP1User Guide

Chapter 1: Introducing Helpdesk SolutionAltiris Helpdesk Solution User Guide 10 Helpdesk Solution integrates tightly with Microsoft SMS by reflecting

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 100 CategoriesList CategoriesAll New work items entered into the Helpdesk sys

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 101 Edit CategoriesThe Edit categories page displays a list of all categories

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 102 Add New CategoryYou can add new categories to the Helpdesk database by fo

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 103 Modify CategoryYou can modify existing categories to meet your operation

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 104 6 Click Save to keep all category changes and return to the List categori

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 105 Copy CategoryCategories can be copied from one to another by using the Co

Chapter 7: Administration CategoriesAltiris Helpdesk Solution User Guide 106 Delete Category1 Click Admin>Categories>Edit categories.2 Click Del

Chapter 7: Administration Routing RulesAltiris Helpdesk Solution User Guide 107 Routing RulesRouting rules determine what worker or queue a work item

Chapter 7: Administration Routing RulesAltiris Helpdesk Solution User Guide 108 To List Routing Rules1 Click Admin > Routing rules > List routin

Chapter 7: Administration Routing RulesAltiris Helpdesk Solution User Guide 109 New Routing RuleTo Create a New Routing Rule1 Click Admin > Routing

Chapter 1: Introducing Helpdesk SolutionAltiris Helpdesk Solution User Guide 11 satellites every 4 minutes. Windows accounts (trusted connections) can

Chapter 7: Administration Routing RulesAltiris Helpdesk Solution User Guide 110 10 Select the check box for The value of the field.11 To make this cri

Chapter 7: Administration Routing RulesAltiris Helpdesk Solution User Guide 111 Delete Routing RulesTo Delete a Routing Rule1 Click Admin > Routing

Chapter 7: Administration Notify RulesAltiris Helpdesk Solution User Guide 112 Notify RulesE-mail notification is used to automatically generate and s

Chapter 7: Administration Notify RulesAltiris Helpdesk Solution User Guide 113 New Notify Rule1 Click Admin>Notify rules>New rule. 2 Type the na

Chapter 7: Administration Notify RulesAltiris Helpdesk Solution User Guide 114 • “Any of these criteria are true” means that if one of the criteria ev

Chapter 7: Administration Notify RulesAltiris Helpdesk Solution User Guide 115 13 Select the check box for the rule to be Default.Default - Make this

Chapter 7: Administration Notify RulesAltiris Helpdesk Solution User Guide 116 Delete Notify RulesDeleting a rule will remove it completely from the s

Chapter 7: Administration E-mail TemplatesAltiris Helpdesk Solution User Guide 117 E-mail TemplatesE-mail notification is used to automatically genera

Chapter 7: Administration E-mail TemplatesAltiris Helpdesk Solution User Guide 118 New TemplateWhen you are adding or editing an e-mail template, you

Chapter 7: Administration E-mail TemplatesAltiris Helpdesk Solution User Guide 119 Edit E-mail Templates1 Click Admin>E-mail templates>List temp

Chapter 1: Introducing Helpdesk SolutionAltiris Helpdesk Solution User Guide 12 System RequirementsThe following is a list of minimum requirements for

Chapter 7: Administration E-mail Template MacrosAltiris Helpdesk Solution User Guide 120 E-mail Template MacrosWhen you are adding or editing an e-mai

Chapter 7: Administration E-mail Template MacrosAltiris Helpdesk Solution User Guide 121 Complex MacrosComplex macros define a format that can include

Chapter 7: Administration BulletinsAltiris Helpdesk Solution User Guide 122 • CREATED_BY_PAGER_EMAIL_LINK[[<format>]]For Example: <BR>Clic

Chapter 7: Administration BulletinsAltiris Helpdesk Solution User Guide 123 Add New Bulletin1 Click Admin>Bulletins>New bulletin. 2 Type a descr

Chapter 7: Administration SourcesAltiris Helpdesk Solution User Guide 124 SourcesList SourcesAssets are real devices such as computers, printers, phon

Chapter 7: Administration SourcesAltiris Helpdesk Solution User Guide 125 New NS Source1 Click Admin>Sources>New NS Source.2 Type the resource N

Chapter 7: Administration SourcesAltiris Helpdesk Solution User Guide 126 6 If you select Use SQL login, type a Login name in the box.7 Type a Passwor

Chapter 7: Administration SourcesAltiris Helpdesk Solution User Guide 127 Import from Source Importing large numbers of resources can take a considera

Chapter 7: Administration Configure HelpdeskAltiris Helpdesk Solution User Guide 128 Configure HelpdeskThe Configure Helpdesk page lets you configure

Chapter 7: Administration Configure HelpdeskAltiris Helpdesk Solution User Guide 129 Option 1: This database was last configured by Alert Manager.• Pr

Altiris Helpdesk Solution User Guide 13 Chapter 2: Installing and Setting Up eXpressThe Installation and Setup topic list, includes the following:• St

Chapter 7: Administration Delete Work ItemsAltiris Helpdesk Solution User Guide 130 Delete Work ItemsThe delete function allows workers to search the

Chapter 7: Administration Delete Work ItemsAltiris Helpdesk Solution User Guide 131 7 Click Finish to delete selected work items.Delete Work Item Simp

Chapter 7: Administration Delete Work ItemsAltiris Helpdesk Solution User Guide 132 Advanced TabThe Advanced search is different then the simple searc

Chapter 7: Administration Delete ContactsAltiris Helpdesk Solution User Guide 133 Are you sure you want to delete the following items?7 Click Back to

Chapter 7: Administration Delete AssetsAltiris Helpdesk Solution User Guide 134 5 The contact items you selected will appear.A prompt will display the

Chapter 7: Administration WorkersAltiris Helpdesk Solution User Guide 135 A prompt will display the following message:Are you sure you want to delete

Chapter 7: Administration WorkersAltiris Helpdesk Solution User Guide 136 • The Retrieve queue selection denotes what queue the worker will access whe

Chapter 7: Administration List QueueAltiris Helpdesk Solution User Guide 137 List QueueQueues are Helpdesk objects similar to workers that work items

Chapter 7: Administration List QueueAltiris Helpdesk Solution User Guide 138 Edit Queue1 Click Workers > List queue.2 Click Edit next to the queue

Chapter 7: Administration ReportsAltiris Helpdesk Solution User Guide 139 ReportsHelpdesk Solution provides reports including service level agreements

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 14 Step 1 - Notification Server Computer RequirementsThe computer you

Chapter 7: Administration Notification PoliciesAltiris Helpdesk Solution User Guide 140 Notification PoliciesNotification Policies automate the monito

Chapter 7: Administration Service Level AgreementsAltiris Helpdesk Solution User Guide 141 Service Level Agreements Service level agreements (SLAs) ar

Altiris Helpdesk Solution User Guide 142 Chapter 8: TroubleshootingLog FilesComponents that encounter errors while running place messages in a log fil

Altiris Helpdesk Solution User Guide 143 Aaccessing Helpdesk Solution through a custom URL 93administrationbulletins 122sources 124workers 135Altiriss

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 15 Install Prerequisite Software to Notification Server1 Start the Al

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 16 a If you want to install the MSDE version of SQL (not recommended

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 17 7 If all of the components that can be downloaded have been downlo

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 18 10 When all of the prerequisite software is installed and the foll

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 19 Step 2 – Install Helpdesk SolutionWhen you install eXpress, eXpres

Altiris Helpdesk Solution User Guide 2 NoticeCopyright © 2000-2003 Altiris Inc. All rights reserved.Product Version: 5.6 SP1Document Date: March 12, 2

Chapter 2: Installing and Setting Up eXpressAltiris Helpdesk Solution User Guide 20 Important You will not be able to run Helpdesk successfully until

Altiris Helpdesk Solution User Guide 21 Chapter 3: Helpdesk OverviewThe Helpdesk Overview topic list, includes the following:• Architecture (page 21)•

Chapter 3: Helpdesk Overview Helpdesk Solution ConsolesAltiris Helpdesk Solution User Guide 22 • “Notify Rules” on page 112Helpdesk Solution ConsolesT

Chapter 3: Helpdesk Overview Workers and Worker QueuesAltiris Helpdesk Solution User Guide 23 User ConsolesThe My Helpdesk console allows users to the

Chapter 3: Helpdesk Overview ContactsAltiris Helpdesk Solution User Guide 24 • Human Resources Workers in the Human Resources queue are assigned work

Chapter 3: Helpdesk Overview Work ItemsAltiris Helpdesk Solution User Guide 25 Work ItemsA work item defines a task to be performed. Work items are cr

Chapter 3: Helpdesk Overview Integration with Microsoft Systems Management Server (SMS)Altiris Helpdesk Solution User Guide 26 Integration with Micros

Altiris Helpdesk Solution User Guide 27 Chapter 4: InstallationThe Helpdesk Installation topic list, includes the following:• Prerequisites (page 27)•

Chapter 4: Installation Helpdesk SetupAltiris Helpdesk Solution User Guide 28 InstallationBefore installing Helpdesk Solution, review the “Prerequisit

Chapter 4: Installation Helpdesk SetupAltiris Helpdesk Solution User Guide 29 11 To start the Setup Wizard, click Next. 12 Read and agree to the licen

Altiris Helpdesk Solution User Guide 3 ContentsNotice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 4: Installation Helpdesk SetupAltiris Helpdesk Solution User Guide 30 3 Enter a domain\user and password.a Click More Info for more informatio

Chapter 4: Installation Helpdesk SetupAltiris Helpdesk Solution User Guide 31 7 Click Finish.When the wizard is complete, the Helpdesk Admin console w

Chapter 4: Installation Helpdesk SetupAltiris Helpdesk Solution User Guide 32 Upgrading ReleasesUpgrading released version of Helpdesk Solution can be

Chapter 4: Installation LocalizationAltiris Helpdesk Solution User Guide 33 LocalizationHelpdesk Solution 5.6 supports localized versions of French, G

Chapter 4: Installation LocalizationAltiris Helpdesk Solution User Guide 34 End User Console • Although Helpdesk Solution works from any web browser,

Altiris Helpdesk Solution User Guide 35 Chapter 5: ConfigurationThe Configuration topic list, includes the following:• Web Administration Console Inte

Chapter 5: Configuration Console SecurityAltiris Helpdesk Solution User Guide 36 ReportsHelpdesk Solution has many reports that let you analyze your h

Chapter 5: Configuration Console SecurityAltiris Helpdesk Solution User Guide 37 5 Click Help to access help on these items. See“Administration” on pa

Chapter 5: Configuration Console SecurityAltiris Helpdesk Solution User Guide 38 End UsersHelpdesk Solution installs three different entry points and

Chapter 5: Configuration Console SecurityAltiris Helpdesk Solution User Guide 39 Setting PermissionsOnce IIS has authenticated the requesting user, th

ContentsAltiris Helpdesk Solution User Guide 4 Link Work Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 5: Configuration Entry PointsAltiris Helpdesk Solution User Guide 40 2 Add NT users to the appropriate groups. These can be NT domain users or

Chapter 5: Configuration Entry PointsAltiris Helpdesk Solution User Guide 41 The value “no” means that database configuration is not possible through

Chapter 5: Configuration Entry PointsAltiris Helpdesk Solution User Guide 42 This mode allows the console to execute a login command to collect an ema

Chapter 5: Configuration LicensingAltiris Helpdesk Solution User Guide 43 credentials again until the cookie expires after one year. Users cannot deci

Altiris Helpdesk Solution User Guide 44 Chapter 6: User InterfaceThe User Interface topic list, includes the following:• Altiris eXpress Helpdesk Cons

Chapter 6: User InterfaceAltiris Helpdesk Solution User Guide 45 • Find Work Item Simple Field Description (page 67)• Find Work Items - Advanced Tab (

Chapter 6: User Interface Altiris eXpress Helpdesk ConsolesAltiris Helpdesk Solution User Guide 46 Altiris eXpress Helpdesk ConsolesThis section detai

Chapter 6: User Interface Altiris eXpress Helpdesk ConsolesAltiris Helpdesk Solution User Guide 47 Helpdesk Worker ConsoleDefault Page DescriptionThe

Chapter 6: User Interface Altiris eXpress Helpdesk ConsolesAltiris Helpdesk Solution User Guide 48 AssetsAsset home - Displays a list of assets. See “

Chapter 6: User Interface Altiris eXpress Helpdesk ConsolesAltiris Helpdesk Solution User Guide 49 Item Count, Date and TimeThe item box, current date

ContentsAltiris Helpdesk Solution User Guide 5 Delete Notify Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 6: User Interface New Work ItemAltiris Helpdesk Solution User Guide 50 Late - Lists the number of work items Planned after the start date.Over

Chapter 6: User Interface New Work ItemAltiris Helpdesk Solution User Guide 51 Work Item Page Description Page ItemsItem DescriptionTitle Description

Chapter 6: User Interface New Work ItemAltiris Helpdesk Solution User Guide 52 Add New Work Item1 Type a description for the new work item in the Titl

Chapter 6: User Interface New Work ItemAltiris Helpdesk Solution User Guide 53 View or Edit Work ItemsThe View work item page allows you to review any

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 54 Additional Work Item InformationWorkers can attach f

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 55 AttachmentsHelpdesk allows you to upload files and a

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 56 Attach Page Field DescriptionLink Work ItemsA work i

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 57 To Link a Work Item1 Click Work items> New work i

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 58 E-mail MessagesE-mail messages can be sent to any wo

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 59 E-mail Page Field DescriptionView Contact Properties

Altiris Helpdesk Solution User Guide 6 PrefaceBefore using this documentation, we recommend that you review the document conventions (see “Document Co

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 60 Contact Page Field DescriptionPage ItemsItem Descrip

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 61 Find Contact - New Work ItemThe Find feature on the

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 62 Select Contact - New Work ItemThe Select a contact p

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 63 View Asset Properties - New Work ItemThe View asset

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 64 Asset Page Field DescriptionFind Asset - New Work It

Chapter 6: User Interface Additional Work Item InformationAltiris Helpdesk Solution User Guide 65 The asset selected from the drop-down list, will be

Chapter 6: User Interface Find Work ItemsAltiris Helpdesk Solution User Guide 66 The drop-down list displays the assets which have been associated wit

Chapter 6: User Interface Find Work ItemsAltiris Helpdesk Solution User Guide 67 4 The Items list at the bottom of the page shows all work items the f

Chapter 6: User Interface Find Work ItemsAltiris Helpdesk Solution User Guide 68 Find Work Items - Advanced Tab1 Click Work items>Find work items l

Chapter 6: User Interface Search in Comment or Title FieldAltiris Helpdesk Solution User Guide 69 Find Work Item Advanced Field DescriptionIn addition

PrefaceAltiris Helpdesk Solution User Guide 7 SupportAltiris is committed to providing world-class technical support and professional services to its

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 70 warning message, with a yellow background is displayed beneath the comm

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 71 Delete Queries (page 78)Last Query Results (page 79)List QueryThe List

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 72 The query editor will now allow the worker to build an expression based

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 73 4 Modify the parameters of the query. 5 Click Run.6 If you would like t

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 74 The table below lists the field names that can be queried against, thei

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 75 assigned_to_worker_location string created_by_worker_name string crea

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 76 Query Parameter ReplacementThere are a number of special parameters tha

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 77 workitem_status_lookup_id=$prompt_lookup("Select work item status:

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 78 workitem_start_on >= $prompt_date("Work items that will start o

Chapter 6: User Interface Using QueriesAltiris Helpdesk Solution User Guide 79 Last Query ResultsThis option will display the results from the last q

PrefaceAltiris Helpdesk Solution User Guide 8

Chapter 6: User Interface ContactsAltiris Helpdesk Solution User Guide 80 Retrieve Queued ItemThe Retrieve function allows workers to retrieve the nex

Chapter 6: User Interface ContactsAltiris Helpdesk Solution User Guide 81 View ContactsTo View a Contact1 Click Edit to modify the contact information

Chapter 6: User Interface ContactsAltiris Helpdesk Solution User Guide 82 Find Contacts Page Field DescriptionNew ContactContacts are the users who re

Chapter 6: User Interface ContactsAltiris Helpdesk Solution User Guide 83 New Contact Page Field DescriptionPage ItemsItem DescriptionName Type the Na

Chapter 6: User Interface AssetsAltiris Helpdesk Solution User Guide 84 AssetsAssets HomeThe Assets home page displays a list of the assets recently v

Chapter 6: User Interface AssetsAltiris Helpdesk Solution User Guide 85 To View Assets1 Click Edit to modify the asset information. 2 Click View or Ed

Chapter 6: User Interface AssetsAltiris Helpdesk Solution User Guide 86 New Asset Page Field DescriptionPage ItemsItem DescriptionName Type a short de

Chapter 6: User Interface RecentsAltiris Helpdesk Solution User Guide 87 RecentsThe Recents page allows workers to access the most recent entries of W

Chapter 6: User Interface My Helpdesk ConsoleAltiris Helpdesk Solution User Guide 88 My Helpdesk ConsoleMy Helpdesk is intended for users with an NT I

Chapter 6: User Interface My Helpdesk ConsoleAltiris Helpdesk Solution User Guide 89 My Helpdesk - New Work ItemTo Add a New Work Item1 Type the requi

Altiris Helpdesk Solution User Guide 9 Chapter 1: Introducing Helpdesk SolutionAltiris eXpress™ Helpdesk Solution gives you a low-cost, highly-integra

Chapter 6: User Interface My Helpdesk ConsoleAltiris Helpdesk Solution User Guide 90 For example Click #, an arrow appears next to the sort topic #. T

Chapter 6: User Interface Work Item Request - NT UserAltiris Helpdesk Solution User Guide 91 Logoff When you have completed all tasks within the My He

Chapter 6: User Interface Work Item Request - UserAltiris Helpdesk Solution User Guide 92 Work Item Request - UserThe Work item request - User allows

Chapter 6: User Interface Create Custom URL to Access Helpdesk ConsolesAltiris Helpdesk Solution User Guide 93 3 Type the required information in the

Chapter 6: User Interface Support for Pocket PC (PPC)Altiris Helpdesk Solution User Guide 94 Support for Pocket PC (PPC)Administrators and workers can

Altiris Helpdesk Solution User Guide 95 Chapter 7: AdministrationThe Administration topic list, includes the following:• Helpdesk Admin Console (page

Chapter 7: AdministrationAltiris Helpdesk Solution User Guide 96 • Simple Macros (page 120)• Complex Macros (page 121)• Mail Macros (page 121)• Bullet

Chapter 7: Administration Helpdesk Admin ConsoleAltiris Helpdesk Solution User Guide 97 Helpdesk Admin ConsoleThe Helpdesk Admin console page is simil

Chapter 7: Administration The Admin ReportAltiris Helpdesk Solution User Guide 98 The Admin ReportThe Admin Report will help sort and manage work item

Chapter 7: Administration The Admin ReportAltiris Helpdesk Solution User Guide 99 Admin Report Page Field Description Run Admin Reports1 Type the num