Altiris Help Desk User Guide

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2 Revision History Version Author Date Status of Document / Reason for Change 1.0 A. Genice Milliner 08/16/2007 Document created. 1.1 A. Genice Milliner 09/06/2007 Updated document with information received from Neeta and Gabe regarding outstanding questions. Removed Escalation of Issues section per Gabe s A. Genice Milliner 09/07/2007 Moved Submitting Incidents via the Intranet to Module 2 and renumber the remaining modules accordingly. 1.3 A. Genice Milliner 09/10/07 Added Module 10: Creating and Sending Bulletins and, per Neeta, removed Categories section from Module 14: Administrative Tasks. 1.4 A. Genice Milliner 09/13/07 Added login prompt screen shot and info on pages 7 and A. Genice Milliner 9/24/07 Added No PHI note on page 8. Updated Submitting Incidents via the Intranet section with new screen shots and instructions with updated information. 1.6 A. Genice Milliner 10/05/07 Updated formatting of Note boxes and added text of appropriate URL for Altiris Helpdesk site. Corrected formatting throughout document. 1.7 A. Genice Milliner 10/11/07 Added note regarding User/Urgent incidents and Bulletins on page 7 per Kevin Sexton. Also updated login screen shots on pages 7 and 14. Updated URL for Altiris Helpdesk site. 2.0 A. Genice Milliner 10/15/07 Added final URLs for placement of PDF file of user guide. 2.1 A. Genice Milliner 01/25/08 Added EDI specific information. 2.2 A. Genice Milliner 06/25/08 Added outage field and process information to Module 4. National Government Services, Inc. Client Server Development Page 2 of 136

3 Table of Contents Module I: Introduction...5 Overview...5 Objectives...5 How to Use This Manual...6 Module 2: Using the Winuser Console...7 Opening the Winuser Console...7 Creating a New Incident...8 Updating Incidents...10 Logging Off...13 Module 3: Logging In/Logging Off...14 Log In...14 Log Off...15 Module 4: Creating Incidents...17 Creating New Help Desk Incidents...17 Create Quick Incidents...17 Up to Four Classification Levels of Categories...30 Two Grouping Levels...30 Column Layouts Individually Customizable...31 Formatting the Table...32 Sorting by Columns...37 Module 5: Working With Incidents...39 Researching and Modifying Existing Incidents...39 Closing Incidents...42 Reopen Incidents...46 Module 6: Utilizing Attachments...51 Module 7: Contents of an Incident...56 Module 8: Searching Incidents...60 Module 9: Parent-Child Incidents...65 Creating a Parent Incident...65 Creating and Linking a Child Incident...66 Module 10: Creating and Sending Bulletins...70 Module 11: Audit Log...72 Module 12: Security...75 National Government Services, Inc. Client Server Development Page 3 of 136

4 Multi-User Handling...75 Idle Time Auto Sign-Off...76 Module 14: Administrative Tasks...77 Contacts...77 View Contacts...77 Find Contacts...80 New Contact...81 Delete Contact...83 Assets...88 Asset Home...88 Find Assets...90 New Asset...92 Delete Assets...94 Workers...96 List Workers...97 Add New Worker List Queues Add New Queue Appendix A. Categories List National Government Services, Inc. Client Server Development Page 4 of 136

5 Module I: Introduction Overview This user guide will describe how to use the console. There are two views of the software which will be discussed in this manual, the Worker View and the User View (Intranet view). The manual will also cover multiple functions of the software, explaining each function in detail providing step-by-step instructions with screen captures to illustrate the steps. Objectives The objectives of this user guide include the following: Logging In/Logging Off Creating Incidents o Column Layouts Individually Customizable o Sorting by Columns o Up to Four (4) Classification Levels of Categories o Two Grouping Levels o Creating New Help Desk Incidents o Create Quick Incidents Working with Incidents o Researching and Modifying Existing Incidents o Closing Incidents o Reopen Incidents o Escalation of Incidents Utilizing Attachments Contents of Request Searching Incidents Assign Multiple Associates an Incident Audit Log o Tracking Nine (9) Milestones Submitting Incidents via the Intranet Security o Multi-User Handling o Idle Time Auto Sign-Off National Government Services, Inc. Client Server Development Page 5 of 136

6 Reporting o Ad-Hoc Reporting o Contacts List How to Use This Manual This user guide can be printed and used as a hard copy reference or accessed online from any one of the these three (3) locations: If the user guide is accessed online, you may use your standard Word controls (CTRL+click or simply click the link, depending on how you have your hyperlink options set in Word) to activate the links in the Table of Contents and move to specific sections in the manual. National Government Services, Inc. Client Server Development Page 6 of 136

7 Module 2: Using the Winuser Console Associates throughout the company can submit incidents to the Help Desk by using the Intranet interface for Altiris Helpdesk. This interface is also known as the Winuser Console. To access the Winuser Console follow the steps listed below. Opening the Winuser Console 1. Open your Internet browser and navigate to NGSHelpDesk.adminastsar.com. 2. A login prompt will be displayed. 3. Enter your user ID and password. 4. Click. 5. The Winuser Console is displayed. Note: Which view is displayed (Worker view or Winuser) is dependent upon your security/access. The system will automatically direct you to the appropriate view. Note: Multi User/Urgent incidents and Bulletins are displayed at the bottom of the screen. National Government Services, Inc. Client Server Development Page 7 of 136

8 Creating a New Incident 1. Click to begin a new incident. National Government Services, Inc. Client Server Development Page 8 of 136

9 2. Select your State from the drop-down. 3. Enter a descriptive Title for the incident. 4. Select the appropriate Category from the drop-downs. The number of drop-downs displayed will be dependent upon what is selected in each drop-down. National Government Services, Inc. Client Server Development Page 9 of 136

10 5. The Priority defaults to Medium and can not be changed. 6. Any associated Assets will be displayed by default. 7. The Attachments field is display only. Attachments can not be added. 8. Enter any necessary Comments to clarify or further explain the issue. Note: Do NOT include PHI in the Comments field. 9. The Group defaults to the NGS Help Desk and can not be edited. 10. Click to submit your incident or to cancel it. Updating Incidents 1. To update an existing incident, select the appropriate incident from the Winuser Console homepage. National Government Services, Inc. Client Server Development Page 10 of 136

11 2. Double click the incident you want to edit. 3. Click to add a comment to the incident. National Government Services, Inc. Client Server Development Page 11 of 136

12 Note: Do NOT include PHI in the Comments field. 4. Click to save your comment and return to the Winuser Console home page. Click to abandon your changes and return to the Winuser Console home page. National Government Services, Inc. Client Server Development Page 12 of 136

13 Note: When users submit their own tickets via the Intranet, the Priority is always Medium. If they have an emergency issue, the policy is that they must call to submit it in order for the Help Desk to know about it quickly and respond accordingly. Logging Off To exit the Winuser Console you need to logoff the system. 1. From the Winuser Console home page as displayed below, click to log off. National Government Services, Inc. Client Server Development Page 13 of 136

14 Module 3: Logging In/Logging Off This chapter of the manual explains how to log into and off of the system. Log In 1. To log into the system navigate to NGSHelpDesk.adminastar.com. 2. A login prompt will be displayed. 3. Enter your user ID and password. 4. Click. 5. The Altiris Helpdesk application will open and the Worker Report screen will be displayed. Note: Which view is displayed (Worker view or Winuser) is dependent upon your security/access. The system will automatically direct you to the appropriate view. National Government Services, Inc. Client Server Development Page 14 of 136

15 6. This is considered your Home view. From this screen you can navigate to anywhere else in the system you need to go. 7. Anytime you click in the upper-right corner of the screen you will be returned to this screen. Log Off 1. From any screen in the system click to log off the Altiris Helpdesk system. Note: If the New Incident screen is open with an unfinished incident started you will need to either finished the incident or cancel it before you can exit the system. 2. When you logoff, a screen is displayed to notify you that you have exited the system and provide you with an opportunity to re-enter it. National Government Services, Inc. Client Server Development Page 15 of 136

16 3. To re-enter the Altiris Helpdesk system click the link provided. 4. To completely exit the system, close Internet Explorer. Note: The system will time out after 15 minutes of idle time. National Government Services, Inc. Client Server Development Page 16 of 136

17 Module 4: Creating Incidents There are two main ways to create incidents within the Altiris Helpdesk system. This chapter will cover both of these options. Creating New Help Desk Incidents To create a new Helpdesk incident follow the steps listed below: 1. From the main Altiris Helpdesk screen click the New Incident link in the left column under Common Tasks to display the New Incident screen. National Government Services, Inc. Client Server Development Page 17 of 136

18 2. Select the caller s State from the drop-down list. You can click and select the state from the list or type the first letter of the state then scroll to the appropriate state. 3. The first time you create a new incident you will need to use the Find feature to enter the Requested By information. If the Requestor is a Provider, then o o o State selection is NOT mandatory. Selected Group must be one of the four EDI groups. Contract selection IS mandatory. Note: If the Requestor is an Associate, then o State selection IS mandatory. o Contract selection is NOT mandatory. Nothing will prevent the user from selecting an EDI group when the Requestor is an associate. As you enter new incidents, this field will begin to hold information and you can select from the drop-down if the individual is listed. Otherwise, use the find feature. Click in the blank text field next to the Find button then enter the last name of the individual you want to search for. Once the name is entered click. The Req. By drop-down list will be populated with the appropriate choices. National Government Services, Inc. Client Server Development Page 18 of 136

19 4. Click the appropriate name from the list to select it. 5. The system will automatically fill in Requested By, Type and Asset Information. The Type field displays a description based on what is selected in the Requested By field. It will display either Provider or Associate depending upon the selection made in the Req. By field. 6. The Asset field is not currently being used. 7. Enter a Title that describes what the incident pertains to such as OUTAGE: Clearcase or something descriptive. 8. The Comments field is available for a more lengthy description of the problem and any notations that you feel are necessary. National Government Services, Inc. Client Server Development Page 19 of 136

20 9. The Comment visible to guests checkbox is automatically selected. Leave it checked as this makes the comment visible to Intranet users. 10. Select the appropriate Category from the drop-down. Depending on what is selected here another drop-down may be displayed next to this one. 11. Select the appropriate item from this list. Depending on what is selected here, another dropdown may be displayed. National Government Services, Inc. Client Server Development Page 20 of 136

21 12. Select the appropriate item from this list. Depending on what is selected a fourth drop-down may be displayed below the first. Select the appropriate item. 13. Select the appropriate Priority from the drop-down. The default is Medium. The choices consist of: Emergency, High, Medium, Low or Planned. Note: When users submit their own tickets via the Intranet, the priority is always Medium. If they have an emergency issue, the policy is that they must call to submit it in order for the Help Desk to know about it quickly and respond accordingly. National Government Services, Inc. Client Server Development Page 21 of 136

22 14. Select the Urgency from the drop-down. The default is Medium. You can choose from: High, Medium or Low. 15. Select the appropriate Impact from the drop-down. You can select from: High, Medium or Low. The default is Medium. 16. Select the Assigned to Group from the drop-down list. 17. From the Assignee drop-down select the appropriate person to assign the incident to. If you do not know the individual you can select the group such as Desktop Support. 18. Select the appropriate Type of incident from the drop-down. This field defaults to Incident ; for outages select Outage. 19. The Status field defaults to Open. 20. The Close code field is used when an incident has been resolved. 21. Tickets from Wellpoint or other external entities can be entered into the External ID field. 22. Enter the duration of the outage in the Outage Duration fields in Days, Hrs (Hours) and Mins (Minutes). 23. Select the affected states from the States Affected drop-down. If all states are affected select All States. If multiple states are affected but not all states are affected, select Multiple States then enter the appropriate states in the Location field. 24. Select Yes or No from the NGS Control drop-down to indicate whether or not the outage is under NGS control. 25. If a vendor requested the outage for maintenance or other purposes enter the vendor name in the Vendor field. 26. Select Scheduled or Unscheduled from the Outage Type field. 27. Select the Outage Scope: Partial or Complete. 28. If contracts are impacted by this outage, select the appropriate contract or All from the Contracts Impacted drop-down list, if applicable. 29. Select the appropriate data center that is impacted from the Data Centers Impacted dropdown list, if applicable. National Government Services, Inc. Client Server Development Page 22 of 136

23 30. If the incident is being changed or reassigned select the appropriate Notify Rule at the bottom of the screen. 31. The total elapsed time that the incident has been opened as you create the incident is shown at the top of the screen in Time spent. If you worked on the incident for a time prior to opening it in the system, you can edit the time by simply highlighting the area and entering the new number. 32. When you have finished entering information and need to save the incident there are two ways to do this. If you want to save this incident and open another incident click. If you want to save the incident and view a report of the information you ve entered click. This displays the View Incident screen. National Government Services, Inc. Client Server Development Page 23 of 136

24 Note: When creating a new incident, you are using an Altiris license. The number of licenses NGS has available is limited. Because of this, it is vitally important that you remember to logoff and close your web browser when you are finished creating a new incident. The ONLY way to release the license for another user is to close your web browser. National Government Services, Inc. Client Server Development Page 24 of 136

25 Create Quick Incidents There are some incidents that occur frequently such as resetting passwords. For these types of incidents, a Quick Incident has been designed to make it easier and quicker to enter the information into the system. To create a Quick Incident follow the steps listed below: 1. From the main Altiris Helpdesk screen click the Quick Incident link in the left column under Commands. A fly-out menu is displayed. If you have used Quick Incidents before, the ones you ve used will be displayed on the fly-out menu. Otherwise, you ll be given a choice of three items: List Quick Incidents, New Quick Incident and Delete Quick Incidents. 2. Select List Quick Incidents from the fly-out to display the List Quick Incidents screen and select the Quick Incident you want to use. National Government Services, Inc. Client Server Development Page 25 of 136

26 3. Click to run the Quick Incident you have chosen. National Government Services, Inc. Client Server Development Page 26 of 136

27 4. Select the appropriate State from the drop-down. This is the state the individual making the request is located in. 5. Enter the name of the individual making the request in the Requested By field. 6. When the Requested By field is entered the Asset information will automatically be entered if that information is in the system. Otherwise, enter the information or click to choose an asset. National Government Services, Inc. Client Server Development Page 27 of 136

28 7. Select the Find asset radio button. 8. Enter the user s name in the Name field and click to perform the search. National Government Services, Inc. Client Server Development Page 28 of 136

29 9. Select the appropriate asset from the drop-down list under. 10. Click to return to the New Incident screen and insert the asset into the Asset field. 11. The Title field is already filled in based on the Quick Incident you chose. 12. Enter specific, detailed information in the Comments field. For example, for a password reset, explain which system the password is being reset for. 13. The Comments visible to guests checkbox is selected. Leave this checkbox selected. 14. The first one or two Category drop-down lists is selected based on the Quick Incident you chose. You may have other drop-downs in the Category that will need to be selected. 15. If needed, you can change the Priority, Urgency and Impact fields which all default to Medium. 16. The Assigned to Group field defaults to the appropriate setting based on the Quick Incident you selected. Do not change this setting. 17. The Assignee can be updated to the appropriate individual actually working the incident. 18. The Type field defaults to the appropriate content based on the Quick Incident chosen. 19. The Status will default to the appropriate content based on the Quick Incident chosen. This normally is going to be Closed. National Government Services, Inc. Client Server Development Page 29 of 136

30 20. The Closed Code will default to the appropriate code based on the Quick Incident chosen. Normally this will be Completed Successfully. 21. Enter an External ID for tickets from Wellpoint or other external entities. 22. The Schedule field will default to Not Scheduled as appropriate. 23. The Start and Due fields will default to the current (system) date. 24. Select the appropriate Contract from the drop-down list. 25. Select any appropriate Notify Rules. 26. Click the appropriate save button ( or ) at the top of the screen to save the incident. Up to Four Classification Levels of Categories There can be up to four (4) classification levels of Categories. Depending on the selections made, not all Categories will be used each time an incident is created. When the first Category is selected a second drop-down list may appear providing more choices. The choice selected in this second list may provide a third drop-down list to select from. Based on the choice made in this list, a fourth drop-down may be offered. For a complete list of the Categories see Appendix A. Categories List at the end of this manual. Two Grouping Levels The system uses two (2) grouping levels when selecting Group and Assignee. The list of available Groups includes the following: Client Server Development Desktop Support Facilities Mainframe Tech Support National Government Services, Inc. Client Server Development Page 30 of 136

31 Network NGS Help Desk PIMS Server Engineering Telecommunications Column Layouts Individually Customizable Columns on the page can be moved about and ordered in the way that best fits your style. To move, or rearrange, the columns click and drag the column you want to move. The order you set will remain even after you have closed the application. When you re-enter the application, the view will display in the manner you had arranged it previously. 1. To rearrange the columns on the Worker Report screen, click and drag the column heading of the column you want to move. A thick gray line will appear down the screen from the column heading. National Government Services, Inc. Client Server Development Page 31 of 136

32 2. Drag the column heading to a new location and release it. The system will now display the column in that position. Formatting the Table The table listing the incidents in the Worker View can also be edited. If there are columns (fields) that aren t displayed but you would like to see, they can easily be added. 1. Click to display the Format Table screen. National Government Services, Inc. Client Server Development Page 32 of 136

33 2. Click to the right of Field: to select the proper item from that drop-down list. National Government Services, Inc. Client Server Development Page 33 of 136

34 3. Select the appropriate field from the list. In this example, workitem_state_lookup_value have been selected because we want to add the field for the requestor s state to the table. 4. Once this item is selected the Name field is blank. 5. Enter the appropriate title, State, in the Name field. 6. Change the Width field to 2. National Government Services, Inc. Client Server Development Page 34 of 136

35 7. Click to add the field to the table. National Government Services, Inc. Client Server Development Page 35 of 136

36 8. The and can be used to sort the fields as desired. 9. Click to remove fields from the table. National Government Services, Inc. Client Server Development Page 36 of 136

37 10. Click to restore the default settings. 11. Click to save your changes and return to the view you entered the Format Table screen from. 12. Click to discard your changes and return to the view you entered the Format Table screen from. Sorting by Columns Information displayed on the screen can easily be sorted by columns. The columns can be sorted in ascending or descending order. 1. Click the column heading of the column you want to sort by to sort the table in ascending order by that column. National Government Services, Inc. Client Server Development Page 37 of 136

38 Column sorted in ascending order. 2. An ascending ( ) or descending ( ) icon will appear next to the column heading you have sorted by. This indicates the column sorted by as well as the sort order. National Government Services, Inc. Client Server Development Page 38 of 136

39 Module 5: Working With Incidents Once an incident has been entered into the system, there are often times that the incident will need to be researched and/or updated/modified with new information. Any part of the incident, items such as comments, assignee, etc., can be updated/modified as necessary. Researching and Modifying Existing Incidents Once an incident has been opened, the assignee (the individual the incident is assigned to) can perform research as necessary. As information is gleaned, simply open the incident in edit mode and add to the comments to update the information. 1. From the Worker Report select the appropriate incident. 2. Click to open the incident in edit mode. National Government Services, Inc. Client Server Development Page 39 of 136

40 3. Enter updated comments in the Comment field. 4. If you need to change anything on the incident (i.e., who the incident is assigned to), do so now. National Government Services, Inc. Client Server Development Page 40 of 136

41 5. Click the appropriate save button ( or ) at the top of the screen to save the updated incident. National Government Services, Inc. Client Server Development Page 41 of 136

42 Updated Comment has been added. Closing Incidents Once everything is complete on an incident it should be closed. To close an incident follow the steps listed below: 1. From the Worker Report select the appropriate incident. National Government Services, Inc. Client Server Development Page 42 of 136

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44 2. Click to open the incident in edit mode. 3. Enter a Comment explaining how the incident was resolved. 4. Change the Status to Closed. 5. Select the appropriate Closed code from the drop-down list. National Government Services, Inc. Client Server Development Page 44 of 136

45 6. Click the appropriate save button ( or ) at the top of the screen to save the updated incident. National Government Services, Inc. Client Server Development Page 45 of 136

46 Reopen Incidents Incidents can be reopened at any time necessary. To reopen an incident follow the steps listed below: 1. From the Worker Report select the appropriate incident. National Government Services, Inc. Client Server Development Page 46 of 136

47 2. Click to open the incident in edit mode. National Government Services, Inc. Client Server Development Page 47 of 136

48 3. Enter a Comment explaining why the incident is being reopened. 4. If the Assigned to Group and/or the Assignee need to be changed, make those changes now. 5. Change the Status to Open. 6. Change the Close Code to None. National Government Services, Inc. Client Server Development Page 48 of 136

49 7. Click the appropriate save button ( or ) at the top of the screen to save the updated incident. The History will show where the incident was closed then reopened. National Government Services, Inc. Client Server Development Page 49 of 136

50 Incident History Incident was closed then reopened. National Government Services, Inc. Client Server Development Page 50 of 136

51 Module 6: Utilizing Attachments There may be times when creating an incident you will need to include an attachment to illustrate a point. This section discusses adding attachments to incidents. 1. Begin a new incident by opening the New Incident screen. 2. Enter the incident information as you normally would. 3. Once you ve completed the information in the incident click to add an attachment. This will display the New Incident Add attachments screen. National Government Services, Inc. Client Server Development Page 51 of 136

52 4. Enter the path for the file you want to attach in the Upload file field or click to navigate to the file. 5. If National Government Services, Inc. Client Server Development Page 52 of 136

53 the attachment is on a public network drive accessible by all or accessible from a web page, you enter a URL in the Attach URL field. 6. Enter a Description explaining what the attachment is. 7. Click the Attach link to attach the file. 8. Select the attachment in the Attachments field and click the Remove link to remove the attachment. 9. When you are finished adding and/or removing attachments click. The New Incident screen will be displayed and you can see the attachment on the screen. National Government Services, Inc. Client Server Development Page 53 of 136

54 10. Click the appropriate save button ( or ) at the top of the screen to save the updated incident. National Government Services, Inc. Client Server Development Page 54 of 136

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56 Module 7: Contents of an Incident When an incident is created, notify rules are used to send s to specific individuals. By default, the Acknowledge Contact and Inform Assignee notify rules are selected. These rules can not be deselected. However, other rules can be selected in addition to these two (2) rules. 1. Begin a new incident by opening the New Incident screen. 2. Enter the incident information as you normally would. 3. Select the appropriate rule(s) under the Notify rules section in the lower left portion of the screen. National Government Services, Inc. Client Server Development Page 56 of 136

57 4. Click the appropriate save button ( or ) at the top of the screen to save the updated incident. 5. The individual who requested (submitted) the incident will receive an similar to the one below: National Government Services, Inc. Client Server Development Page 57 of 136

58 6. The individual assigned the incident will receive an similar to the one below: National Government Services, Inc. Client Server Development Page 58 of 136

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60 Module 8: Searching Incidents If there is a specific incident that you need to view and/or edit but you aren t certain of the incident number, a search function is available. 1. From the Worker Report click the Find Incidents link under Common Tasks. 2. The Find Incidents screen will be displayed with three (3) tabs, Simple, Advanced and Expert. National Government Services, Inc. Client Server Development Page 60 of 136

61 3. A link in the top-left corner of the Simple tab allows you to switch between Fewer choices and More choices. It is recommended that you select More choices to display a screen similar to the view above. 4. Enter as many or as few criteria into the search fields as you would like. The more criteria you enter, the more restrictive your search becomes. When you have entered your criteria, click. Click to clear your choices and reset the search fields. National Government Services, Inc. Client Server Development Page 61 of 136

62 5. The results of the search are listed at the bottom of the page. To begin with, only the statistics are shown. To see the actual incident(s), click. National Government Services, Inc. Client Server Development Page 62 of 136

63 6. Click the incident you want to view or edit then click the appropriate icon to open it. Click to view the incident. Click to edit the incident. 7. Your searches can be saved as queries by clicking the Save query link or at the middle right of the screen. Then follow the prompts to name your query and save it in the proper location. National Government Services, Inc. Client Server Development Page 63 of 136