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Altiris Helpdesk Solution User Guide 27
Chapter 4:
Installation
The Helpdesk Installation topic list, includes the following:
• Prerequisites (page 27)
• Installation (page 28)
• Helpdesk Setup (page 28)
• Altiris eXpress.NET Configuration Wizard (page 29)
• Modifying Helpdesk Solution Installation Configuration (page 31)
• Upgrading Releases (page 32)
• Uninstalling (page 32)
• Localization (page 33)
Prerequisites
Server
Helpdesk Solution requires the following:
• Altiris eXpress Notification Server 5.5 SP2 or later
• Microsoft 2000 Server/Advanced Server with SP2 with a CD-ROM drive
• 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 Explorer 6.0 or later is recommended; all others browsers are supported
• Pentium III 933 MHz or higher
• 512 MB RAM (1 GB is recommended)
- 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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