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Chapter 2: Installing and Setting Up eXpress
Altiris Helpdesk Solution User Guide 17
7 If all of the components that can be downloaded have been downloaded but additional software
needs to be installed, a screen similar to the following appears listing the additional software that
needs to be installed.
Note which software needs to be installed and then click
Finish.
Important You need to install the software that could not be automatically loaded and then run
the Software Prerequisites Wizard again.
8 If necessary, install Windows 2000/XP Internet Services as follows:
a On the Windows toolbar, click Start > Settings > Control Panel > Add/Remove Programs.
b In the left pane, click Add/Remove Windows Components.
c
Check the Internet Information Services (IIS) check box.
d Click Details.
e Check the File Transfer Protocol (FTP) Server and World Wide Web Server subcomponents check
boxes.
f Click OK.
g Click Next.
h Follow the instructions on the screen to complete the Windows Components Wizard.
9 When all the required prerequisite software is installed, and if needed, restart the Software
Prerequisites Wizard again. See Step 1.
- 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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