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Altiris Helpdesk Solution User Guide 142

Chapter 8:

Troubleshooting

Log Files

Components that encounter errors while running place messages in a log file in the

\Altiris\eXpress\logs folder on the Notification Server computer. The log is an XML text file that

you can open in a text editor or within Internet Explorer 5.

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Helpdesk Solution 5.6 SP1 1
User Guide 1
Contents 3
Contents 4
Document Conventions 6
Training 7
Preface 8
Introducing Helpdesk Solution 9
Features and Benefits 11
System Requirements 12
Chapter 2: 13
Requirements 14
Install Notification Server 18
Satellite Helpdesk 19
Helpdesk Solution Consoles 22
Workers and Worker Queues 23
Contacts 24
Work Items 25
Installation 27
Prerequisites 27
Helpdesk Setup 28
Click Next 30
Upgrading Releases 32
Uninstalling 32
Localization 33
3 Click Apply, then OK 34
Console Security 36
Administrators 37
End Users 38
Setting Permissions 39
Entry Points 40
Helpdesk configuration page 41
Licensing 43
User Interface 44
Chapter 6: User Interface 45
Helpdesk Worker Console 47
Common tasks 48
Toolbar Description 48
Item Count, Date and Time 49
The Worker Report 49
New Work Item 50
Work Item Page Description 51
Add New Work Item 52
View or Edit Work Items 53
New work item page 54
Link Work Items 56
Link Page Field Description 57
E-mail Messages 58
E-mail Page Field Description 59
Find Contact - New Work Item 61
Find Asset - New Work Item 64
Select Asset - New Work Item 65
Find Work Items 66
Find Work Items - Simple Tab 66
Using Queries 70
List Query 71
New Query 71
Modify New Query Search 72
Query Data Types 73
Query Parameter Replacement 76
Delete Queries 78
Last Query Results 79
Retrieve Queued Item 80
Contacts Home 80
View Contacts 81
Find Contacts 81
New Contact 82
Assets Home 84
New Asset 85
Assets 87
My Helpdesk - New Work Item 89
Sort Work Item List 89
Edit My Info 90
Work Item Request - NT User 91
Work Item Request - User 92
Work Item Request - Guest 92
Work Item History 93
Support for Pocket PC (PPC) 94
Administration 95
Chapter 7: Administration 96
Helpdesk Admin Console 97
The Admin Report 98
Run Admin Reports 99
Categories 100
List Categories 100
Edit Categories 101
Add New Category 102
Modify Category 103
Move Category 104
Copy Category 105
Delete Category 106
Routing Rules 107
List Routing Rules 107
Edit Routing Rule 108
New Routing Rule 109
Delete Routing Rules 111
Notify Rules 112
New Notify Rule 113
Edit Notify Rule 115
Delete Notify Rules 116
E-mail Templates 117
New Template 118
Edit E-mail Templates 119
E-mail Template Macros 120
Complex Macros 121
Mail Macros 121
Bulletins 122
Add New Bulletin 123
Delete Bulletin 123
View Source 124
New NS Source 125
New SMS Source 125
Edit Source 126
Import from Source 127
Configure Helpdesk 128
Delete Work Items 130
Page Items 131
Advanced Tab 132
Delete Contacts 133
Delete Assets 134
New Worker 135
Edit Worker 136
List Queue 137
New Queue 138
Notification Policies 140
Service Level Agreements 141
Troubleshooting 142

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