Find Assets
This command lets you search for assets that have been entered into the Helpdesk system. You can enter as many field values on the page as you want for the search criteria. Assets matching the values you entered will be displayed in a list at the bottom of the page. If you click the Find button without entering any search criteria, all assets entered in the Helpdesk system will be displayed.
By default, computer resources in the Notification Server database will be automatically imported into Helpdesk Solution's asset tables. Helpdesk incidents are now modeled as Resources in the Notification Server database. This allows for better visibility of incidents related to assets and their costs, for Altiris Asset management.
To find an Asset
1 Click Assets > Find Assets.
2 Enter the search criteria in the fields on the page to find specific assets. If you want to find all assets in the Helpdesk system, do not enter any field values.
3 Click Find.
4 Assets that match the search criteria are listed below Assets. Click on one of the assets in the list.
5 Click the View, Edit, or Delete buttons.
View Asset
After you search for assets using the Find Assets command, you can select any asset from the search results, and view its properties. The Edit button will take you to the Edit Asset page if you want to edit property values
If the asset you are viewing is associated with one or more incidents, the list of incidents will be displayed at the bottom of the page. You can view or edit assets as needed.
To view an Asset
1 Click Assets > Assets Home.
2 Click on one of the assets listed below Recent Assets. If the asset you want to view is not listed, use the Find Assets command to search for the asset you want.
3 Click the View button.
4 Review the asset information on the page.
5 Click the Edit button if you want to change property values.
6 If there are any incidents associated with the asset, they will be listed below Incidents, on the bottom half of the page. Click on one of the incidents in the list, and then click the View or Edit
button.
Edit Asset
After you search for assets using the Find Assets command, you can select any asset from the search results listed and edit their property values.
To edit an Asset
1 Click Assets > Assets Home.
2 Click on one of the assets listed below Recent Assets. If the asset you want to view is not listed, use the Find Assets command to search for the asset you want.
3 Click the Edit button.
4 Change property values for any field on the page.
5 Click OK.
Chapter 10: The Assets Menu
6 If there are any incidents associated with the asset, they will be listed below Incidents, on the bottom of the page. Click on one of the incidents in the list, and then click the View or Edit button.
Delete a Single Asset
This command lets you delete a single asset, while the Delete Assets command on the fly-out menu can delete multiple assets. When you select an asset to delete, a new page is displayed so you can view the asset you are about to delete. If you confirm the deletion, the asset will be removed from the Helpdesk system.
Caution: If you delete an asset that is associated with an incident, the Asset field for the Incident will lose the asset assignment, and a new value of “none selected” will be set.
To delete a single Asset
1 Click Assets > Assets Home.
2 Click on one of the assets listed below Recent Assets. If the asset you want to delete is not listed, use the Find Assets command to search for the asset you want.
3 Click the Delete button.
4 Click OK.
New Asset
This feature is used to add new assets to the Helpdesk system. Assets can be any resource that you want to track within an organization such as, PCs, monitors, software products, printers, fax machines, and more.
The External ID field is for organizations who need to identify their assets with a unique ID from an external management system. If the Organization drop-down arrow does not list the organization you want the asset associated with, use the field below to enter the correct value.
After you create a new asset, the View page is displayed so you can review the property values set.
You can use the Edit button to change property settings for the asset as needed.
To create a new Asset
1 Click Assets > New Asset.
2 Enter the asset property values in the fields on the page.
3 Clear the Active check box if you do not want the asset to be active.
4 Click OK.
Delete Assets
You can delete multiple assets from the Helpdesk system using this command. You must find the assets you want to delete, then select each individual asset from the search results listed on the page.
You will be asked to confirm the assets you selected before they are actually deleted from the Helpdesk database.
Caution: If you delete an asset that is associated to an incident, the Asset field for the Incident will lose the asset assignment, and a new value of “none selected” will be set.
To delete Assets
1 Click Assets > Delete Assets.
2 To find the assets you want to delete, enter the search criteria in the fields on the page. If you want to find all assets in the Helpdesk system, do not enter any field values.
3 Click Find.
Chapter 10: The Assets Menu
4 Assets that match the search criteria are listed on the page. Select the check box next to each individual asset that you want deleted from the system.
5 Click Next.
6 The Delete Assets page displays the assets you have selected to be deleted from the Helpdesk system. Click Back to if you want to make corrections to the list, and then repeat Step 4 - 6.
7 Click Finish to delete the assets from the Helpdesk system.
Chapter 11:
The Worker Menu
The Worker Menu is displayed if you have the appropriate privileges to perform tasks such as, setting up new workers, changing hourly rates, assigning worker to queues, and managing queues in the Helpdesk system.
Workers and Worker Queues
A Worker is a person who is assigned a level of responsibility by the Helpdesk administrator and responds to incident requests submitted to the Helpdesk. Workers can also create new incident requests from a phone support environment, gather contact information, enter a brief description for the incident being reported, and route the request to an appropriate Queue
Administrators can assign hourly rates to workers or to a worker’s queue, to track costs associated with incidents. The hourly rate is displayed in clear text, and is visible to anybody with privileges to edit worker properties, so caution should be used.
Quick Links
• “List Workers” on page 99
• “New Worker” on page 100
• “List Queues” on page 101
• “New Queue” on page 103
List Workers
This command is used to display all the workers entered into the Helpdesk system. You can select a worker on the page, and then view or edit their properties. You can also create a new worker from this page.
Note: Workers cannot be deleted from the database. Workers that are no longer needed can be inactivated. This helps to maintain referential integrity. To make a worker inactive, edit the worker by clicking the Edit icon and then clear the Active check-box.
To list Workers
1 Click Workers > List Workers.
2 Click the New button to create a new worker.
3 Click on one of the workers listed on the page.
4 Click the View or Edit button.
Quick Links
• “View Worker” on page 100
• “Edit Worker” on page 100