Altiris "My Helpdesk Console" User Manual

This FAQ describes how to use the Altiris  "My Helpdesk Console". 
It is the end user user interface to submit ICT & Logistic related problems and you can add your reservations.
For a list of items you can borrow or if you want to check a manual, please go to : http://www.vlerick.be/helpdesk/our_services/borrow/index.html

  1. How to get there
  2. Your Helpdesk Console
  3. The Service Calls list
  4. Making a new service call
  5. The confirmation e-mail
  6. Check and edit a service call
  7. Some reminders

1. How to get there

The most common way is to go to : http://www.vlerick.be/helpdesk/ and click on 'Submit your problem'.

2. Your Helpdesk Console

This is the standard screen for the end user.
In your Helpdesk Console you can find :

  • a list of all your Incidents,
  • your user information (this is synchronized with the Who-is-who list, and @ntry), there is no need to change this.
  • Common Requests
  • Searchbar for searching to services
  • Service Categories

Before publishing a Service Call it is important that you check the Frequently Asked Questions. Maybe the solution for your problem is common and already explained.

There are some aliases for a helpdesk call:

  • A Workitem, (helpdesk) Call, An incident, An Altiris Call, A Problem, A Service Call.

They are all the same, but we prefer the last one.

3. The Service Calls list

You can sort your service calls by clicking on the title of column.
You can change the width of the column with your mouse.
There are several columns in this list :

If you select a call (blue) and when you click on this, you can see all information and comments of that service call.
Or double-click on a call.
Service Call Number : each call has a unique number. When you call to the helpdesk or pick up things, it is very important that you have that number with you. (also called : Workitem ID, Call ID, Altiris Number)
The description of the service call.
Every service call will be solved by the assignee. A new service call is always assigned to LEVEL1. The helpdesk will redirect the call to the solver within 30 minutes.
What is the impact of the problem to your working environment?
This does not mean that a problem item with a low priority is less important and as a result will be fixed later, but it serves to estimate the importancy of the problem.
        Low : To be solved, not urgent.
        Medium : Standard Priority, most used.
        High : The call has an effect on more than one user or customer (front office problems)
        ASAP : Affects the whole school : dire, electricity down at front office,...
Status of the call:


        Requested : Call is processed by the system and in the solving-queue.
        Open : The Assigned worker is working on the problem.
        Planned : The Assigned worker has planned the solve the problem.
        Hold : The Assigned worker is waiting for feedback, from you or from an external party.
        Resolved : The problem is solved but the assigned worker is waiting for an
        acknowledgement
        Closed : The problem is solved.

Reservations :
        Reserved : The item has been reserved for you to picked up at a specific date and time.
        In Use : The item is in use.
The problems are categorized, this is more effective to assign a problem.
On Budget Needed for all reservations
The date/time the call has last been modified by someone.
The date that an item has to be picked up or be used. (for reservations only)
The date that an item is back at our helpdesk. (for reservations only)

Viewing an incident already in your list can be done by a double click on the selected incident, or

4. Making a new service call

  • If you have a problem. Just click on the link.
  • If you want to reserve equipment. Click on link.
These are the two most common requests. For other requests, just click on the search button this will reveal a list of predefined requests :
 

If your type of problem/request is not in this list, just use the link to create the call.
 

Using the predefined links, some fields will be added with comment, please read them carefully.

Example : Reservation Request :

Problems only :

Title :

Please give a brief explanation (English) not more than 10 words.
Category :

Please try to select the correct category.
Priority :

Most common is 'Medium'.
Asset :

Select your asset, this is an historical list, so it could be that you will not find the right asset. If not, please add this to the 'Comment' field. Your asset is mostly your computer number (VLKDCXXX, or VLKLCXXX)
Attachments: To explain some problems you need to have attachments, please try to minimize the use of the attachments.

If you want to use a print screen, use paint to save it to Gif, do not use Word or PowerPoint.
'Comment' : Here you can fill in more information.

Reservations only :

Title :

Replace (enter your purpose)
Category :

Please select 'Borrow' and the necessary item-group, do not pick an item, we will select a free one for you !
Priority :

Always Medium.
Asset :

Not needed to select an asset.
Budget Number : Please fill in the budget number for the reservation of the equipment
Attachments :

Mostly not needed.
Comment :

Here you can fill in more information.
Reservation Pick-up date :

Fill in the date and time when you need the item.
Reservation Return date :

Fill in the date and time the item will be back.

If you need more than one item you will have to make several calls.

5. The confirmation e-mail

You will always get an e-mail concerning your request.
The e-mails are an indication that your call is logged or something has changed / modified.

From:altiris@vlerick.be
To : You
Title : #XXXX - Status - Title

Dear,

This is an e-mail concerning your helpdesk request with call number :#XXXXX
Title : Title of service call

Please DO NOT reply to this e-mail ! DO NOT reply to an altiris e-mail.
Use the following link to update this call :
http://www.vlerick.be/helpdesk/dataforms/switch.cfm?id=XXXXX

It is important not to reply to this, if you want to add a reply to the call, add your comment to the call with your Helpdesk Console.
If you are outside our network, use the form at the helpdesk site. And try not to e-mail to helpdesk.

6. Check and edit a service call

  • To view a call just click on the at the first column.
  • To edit this call just click on the pencil
  • Type your response in the 'Comment' field.
  • The assigned worker will be notified that you have modified the call.
  • The system will redirect you to the main screen.
  • If you click on the view icon () you can see the complete history of the problem.
    You can read the original message and its subsequent responses from the helpdesk workers, and also your own messages.
  • It is not possible for you to change the priority, asset nor title. You can only add more comment.

7. Some Reminders

It is also important that you follow up your calls when you get an e-mail from Altiris. And keep in mind that you do not reply to it by mail.
When you need to call the helpdesk or you have to pick up an item, please keep your call number with you.
In case of a problem do not hesitate to contact the helpdesk at +32 92 10 97 24.


Author: DVSM\rafnou | Modified by: DVSM\wimpou, Tuesday October 13, 2009 17:26:05 +0200