Altiris Help Desk User Guide v2.2

Altiris Help Desk User Guide
National Government Services
Revision History
Version 1.0 1.1 Author A. Genice Milliner A. Genice Milliner Date 08/16/2007 09/06/2007 Status of Document / Reason for Change Document created. Updated document with information received from Neeta and Gabe regarding outstanding questions. Removed Escalation of Issues section per Gabes e-mail. Moved Submitting Incidents via the Intranet to Module 2 and renumber the remaining modules accordingly. Added Module 10: Creating and Sending Bulletins and, per Neeta, removed Categories section from Module 14: Administrative Tasks. Added login prompt screen shot and info on pages 7 and 11. Added No PHI note on page 8. Updated Submitting Incidents via the Intranet section with new screen shots and instructions with updated information. Updated formatting of Note boxes and added text of appropriate URL for Altiris Helpdesk site. Corrected formatting throughout document. 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. Added final URLs for placement of PDF file of user guide. Added EDI specific information. Added outage field and process information to Module 4.
1.2
A. Genice Milliner
09/07/2007
1.3
A. Genice Milliner
09/10/07
1.4 1.5
A. Genice Milliner A. Genice Milliner
09/13/07 9/24/07
1.6
A. Genice Milliner
10/05/07
1.7
A. Genice Milliner
10/11/07
2.0 2.1 2.2
A. Genice Milliner A. Genice Milliner A. Genice Milliner
10/15/07 01/25/08 06/25/08
National Government Services, Inc.
Client Server Development Confidential
Page 2 of 136
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: E-Mail 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 Confidential Page 3 of 136
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 .................................................................................................................100 List Queues ..........................................................................................................................104 Add New Queue ...................................................................................................................106 Appendix A. Categories List........................................................................................................109
Page 4 of 136
Module I: Introduction
Overview
This user guide will describe how to use the Altiris Help Desk 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

E-Mail 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
Page 5 of 136
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: http://asfnet.adminastar.com/intranet/helpdesk/helpdesk_link_page.html http://ugsintranet.cobalt-corp.com/ITS/defaultITS.asp http://medicare1.empirebcbs.com/index.htm 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.
Page 6 of 136
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. Which view is displayed (Worker view or Winuser) is dependent upon your security/access. The system will automatically direct you to the appropriate view. Multi User/Urgent incidents and Bulletins are displayed at the bottom of the screen.
Note: Note:
Page 7 of 136
Creating a New Incident

1. Click to begin a new incident.
Page 8 of 136
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.
Page 9 of 136
5. 6. 7. 8.
The Priority defaults to Medium and can not be changed. Any associated Assets will be displayed by default. The Attachments field is display only. Attachments can not be added. Enter any necessary Comments to clarify or further explain the issue. Do NOT include PHI in the Comments field.
Note:
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.
Page 10 of 136
2. Double click the incident you want to edit.
3. Click
to add a comment to the incident.
Page 11 of 136
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.
Page 12 of 136
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.
Page 13 of 136
Module 3: Logging In/Logging Off

This chapter of the manual explains how to log into and off of the Altiris Help Desk system.
Log In
1. To log into the Altiris Help Desk 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. 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:
Page 14 of 136
6. This is considered your Home view. From this screen you can navigate to anywhere else in the system you need to go. in the upper-right corner of the screen you will be returned to this 7. Anytime you click 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.
Page 15 of 136
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.
Page 16 of 136
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.
Page 17 of 136
and select the state from 2. Select the callers State from the drop-down list. You can click 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 o
State selection IS mandatory. 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.
Page 18 of 136
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.
Page 19 of 136
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.
Page 20 of 136
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. 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.
Note:
Page 21 of 136
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.
Page 22 of 136
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 youve entered click . This displays the View Incident screen.
Page 23 of 136
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.
Page 24 of 136
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 youve used will be displayed on the fly-out menu. Otherwise, youll 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.
Page 25 of 136
3. Click
to run the Quick Incident you have chosen.
Page 26 of 136
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 asset. to choose an
Page 27 of 136
7. Select the Find asset radio button. 8. Enter the users name in the Name field and click
to perform the search.
Page 28 of 136
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.
Page 29 of 136
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

Client Server Development Confidential Page 30 of 136
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.
Page 31 of 136
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 arent displayed but you would like to see, they can easily be added. 1. Click to display the Format Table screen.
Page 32 of 136
2. Click
to the right of Field: to select the proper item from that drop-down list.
Page 33 of 136
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 requestors 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.
Page 34 of 136
7. Click
to add the field to the table.
Page 35 of 136
8. The 9. Click
and
can be used to sort the fields as desired. to remove fields from the table.
Page 36 of 136
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.
Page 37 of 136
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.
Page 38 of 136
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.
Page 39 of 136
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.
Page 40 of 136
5. Click the appropriate save button ( incident.
or
) at the top of the screen to save the updated
Page 41 of 136
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.
Page 42 of 136
Page 43 of 136
2. Click
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.
Page 44 of 136
or
Page 45 of 136
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.
Page 46 of 136
2. Click
Page 47 of 136
3. 4. 5. 6.
Enter a Comment explaining why the incident is being reopened. If the Assigned to Group and/or the Assignee need to be changed, make those changes now. Change the Status to Open. Change the Close Code to None.
Page 48 of 136
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.
Page 49 of 136
Incident History Incident was closed then reopened.
Page 50 of 136
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 youve completed the information in the incident click will display the New Incident Add attachments screen. to add an attachment. This
Page 51 of 136
4. Enter the path for the file you want to attach in the Upload file field or click navigate to the file.
to
5. If
Page 52 of 136
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.
Page 53 of 136
or
Page 54 of 136
Page 55 of 136
Module 7: E-Mail Contents of an Incident

When an incident is created, notify rules are used to send e-mails 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.
Page 56 of 136
) at the top of the screen to save the updated 4. Click the appropriate save button ( or incident. 5. The individual who requested (submitted) the incident will receive an e-mail similar to the one below:
Page 57 of 136
6. The individual assigned the incident will receive an e-mail similar to the one below:
Page 58 of 136
Page 59 of 136
Module 8: Searching Incidents

If there is a specific incident that you need to view and/or edit but you arent 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.
Page 60 of 136
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.
Page 61 of 136
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 .
Page 62 of 136
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.
Page 63 of 136
Page 64 of 136
Module 9: Parent-Child Incidents

Some incidents require multiple areas or associates to work on them. In these instances, parent and child incidents are required. The parent incident must be created first then the child incident is created and linked to the parent incident. Multiple child incidents can be created and linked to one parent incident. When each child incident is worked and closed it will not affect the parent incidents status. However, when a parent incident is closed, or changed in any manner, all child incidents linked to the parent will inherit the parents status.
Creating a Parent Incident

1. Begin a new incident by opening the New Incident screen. Complete the information in the incident for the parent incident.
Page 65 of 136
) at the top of the screen to save the updated 2. Click the appropriate save button ( or incident. 3. When you view the incident (after creating the child incident) a link to the child incident will be available near the bottom of the screen.
Creating and Linking a Child Incident

Child incidents always inherit the status of their parent incident. If a parent incident is closed, the child incident will also be closed.
Note:
1. Begin a new incident by opening the New Incident screen.

2. Click at the top of the New Incident screen to link this child incident to the previous parent incident.
3. Select the Link to a recently viewed incident radio button and make certain the previously created incident is listed in the drop-down box. to link the incident and return to the New Incident screen. You can now 4. Click complete the child incident. The Linked to information will be displayed in the lower-left corner of the screen.
Page 67 of 136
5. Complete the information in the New Incident screen. 6. Click the appropriate save button ( or ) at the top of the screen to save the updated incident. 7. When you view the incident a link to the parent incident will be available near the bottom of the screen.
Page 68 of 136
Page 69 of 136
Module 10: Creating and Sending Bulletins

In some circumstances it may be necessary to notify all users of an incident that has been logged. For instance, if a copier is broken or air conditioning goes out. These types of issues can be logged as incidents and included as bulletins at the same time. Bulletins are a way to notify large numbers of people of the problem(s) all at once. To create a bulletin, follow the steps listed below. 1. Create a new incident as described in Module 4: Creating Incidents.
2. On the New Incident screen click
to move to the Make a Bulletin screen.
Page 70 of 136
3. Select the Make this incident a bulletin checkbox. 4. Enter a Bulletin title which describes the bulletin. 5. Type in a Bulletin description explaining what the bulletin is notifying people of. Mention the fact that an incident has been logged. 6. To Display bulletin for the following incident status: select the appropriate checkbox(es). 7. Select Visible to guests checkbox to make the incident visible to Intranet users. 8. Select the Guests can link checkbox so Intranet users can see and use an active link to the incident. to save your changes and return to the incident screen. Click to 9. Click cancel the operation and return to the incident screen. 10. Save the incident per the instructions in Module 4: Creating Incidents.
Page 71 of 136
Module 11: Audit Log

To view an incidents history you can use the Audit Log. The Audit Log shows all transactions that have occurred on a specific incident. Specific milestones also appear and can be tracked on the Audit Log. 1. From the Worker Report select the appropriate incident and click .
2. The View Incident screen will be displayed.
Page 72 of 136
3. Scroll to the bottom of the page to display the History section. All changes made to the incident will be displayed in this section, including the nine (9) milestones. The nine (9) milestones include the following statuses:
Page 73 of 136
Opened Due Responded Closed ReOpened ReClosed Return to Close Receipt Hold
Page 74 of 136
Module 12: Security

There are many security features incorporated behind the scenes in Altiris Helpdesk. Some of the features that may be encountered by users are described in this section of the manual.
Multi-User Handling
Altiris Helpdesk is a multi-user system in that it allows many users to access the system and create new incidents simultaneously. However, if multiple users try to edit the same record at the same time, Altiris will only permit one user to save changes to the incident and will display a warning message to the other user(s). 1. When two (2) or more users try to edit the same incident at the same time, only the first user to save will be successful. The other users will receive a message notifying them that the incident has been updated.
2. Users receiving this message must cancel their operation and begin again. Click
National Government Services, Inc. Client Server Development Confidential
to cancel.
Page 75 of 136
Idle Time Auto Sign-Off

The Altiris Helpdesk system will automatically release a license after fifteen (15) minutes of inactivity. It is important to remember that NGS is limited in the number of licenses available for the Altiris Helpdesk system. Please remember to sign off the system if you are not using it. 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.
Note:
Page 76 of 136
Module 14: Administrative Tasks

There are various administrative tasks that can be performed in the Altiris Helpdesk application. You can work with Contact, Worker and Asset information.
Contacts
From the Contacts menu there are selections which allow you to view contacts, find contacts, add new contacts and delete contacts. This section will cover all of these options.
View Contacts
1. Under the Commands menu select Contacts. Then select Contact Home from the pop-out menu. This displays the Contact Home screen which lists the most recent contacts you have worked with.
2. Click a specific contact then click
to view contact information.
Page 77 of 136
3. To view incidents related to this individual, click screen.
in the lower right-hand corner of the
Page 78 of 136
4. To view assets associated with this individual, select the asset and click
under Assets.
Page 79 of 136
Find Contacts
1. Under the Commands menu select Contacts. Then select Find Contacts from the pop-out menu. This displays the Find Contacts screen. The Find Contacts screen can also be reached by clicking the Find one or more contacts link at the bottom of the Contact Home screen.
Note:
2. Enter search criteria into the appropriate fields and click
to search for a contact.
Page 80 of 136
New Contact
1. Under the Commands menu select Contacts. Then select New Contact from the pop-out menu. This displays the New Contact screen. The New Contact screen can also be reached by clicking the Create a contact link at the bottom of the Contact Home screen.
Note:
Page 81 of 136
2. Enter the contacts full name in the Name field. 3. The contacts e-mail address is entered in the E-mail field. 4. The Other E-mail field is for a secondary e-mail address if one is available. 5. Enter the contacts network ID in the NT ID field. 6. The Job Title field holds the contacts official job title. 7. The contacts Employee ID is entered in the next field. 8. Enter the contacts work phone number in the Phone field. 9. If the contact has a work cell phone that number can be entered in the Cell phone field. 10. Enter the contacts work pager number in the Pager field if they have a work pager. 11. The Password is encrypted so it will not be displayed. 12. Complete the Company information by entering the contacts physical Location (i.e., city). 13. Enter the Company name the contact works for (i.e., NGS). 14. The department the contact works in can be entered in the Department field. 15. Select an Organization from the drop-down. If the contacts organization isnt listed in the drop-down, type the organization in the blank field below the drop-down. 16. Enter any necessary Comments.
Page 82 of 136
17. Click screen. Click
to save your changes and view the contact information on the View Contact to abandon the changes and return to the Contact Home screen.
Delete Contact
1. Under the Commands menu select Contacts. Then select Delete Contact from the pop-out menu. This displays the Delete Contacts screen. The Delete Contacts screen can also be reached by clicking the Delete contacts link at the bottom of the Contact Home screen.
Note:
Page 83 of 136
2. Enter search criteria and click
. This will display a list of search results.
3. Select the appropriate contact by clicking on it. This will place a checkmark in the checkbox to the left of the contact information.
Page 84 of 136
4. Click
to move to the Delete Contacts screen.
Page 85 of 136
5. Click the checkbox at the bottom of the screen to select it. This will run all necessary automation and notify rules for incidents that are modified by this transaction. 6. Click to move back to the previous screen. Click to delete the contact and return to the Contact Home screen. Click to abandon the changes and return to the Contact Home screen. Another quick way to delete contacts is to do the following:
Page 86 of 136
1. From the Contact Home screen, select the contact you want to delete in the list.
2. Click
above the list of contacts. This will display the Delete Contact screen with the selected contacts information.
Page 87 of 136
3. Click
to delete the contact and return to the Contact Home screen. Click to abandon the changes and return to the Contact Home screen.
Assets
From the Assets menu there are selections which allow you to view assets, find assets, add new assets and delete assets. This section will cover all of these options.
Asset Home
1. Under the Commands menu select Assets. Then select Asset Home from the pop-out menu. This displays the Asset Home screen which lists the most recent assets you have worked with.
Page 88 of 136
2. Click a specific asset then click
to view asset information.
Page 89 of 136
Find Assets
1. Under the Commands menu select Assets. Then select Find Assets from the pop-out menu. This displays the Find Assets screen. The Find Assets screen can also be reached by clicking the Find one or more assets link at the bottom of the Assets Home screen.
Note:
Page 90 of 136
2. Enter search criteria into the appropriate fields and click
to search for an asset.
Page 91 of 136
New Asset
1. Under the Commands menu select Assets. Then select New Asset from the pop-out menu. This displays the New Asset screen. The New Asset screen can also be reached by clicking the Create an asset link at the bottom of the Asset Home screen.
Note:
Page 92 of 136
2. Enter a Name for the asset. 3. Select a Type from the drop-down. 4. Enter an External ID for the asset for tickets from Wellpoint or other external entities. 5. Enter the Location of the asset. 6. Enter the Company the asset is located in. 7. Enter the Department the asset is located in. 8. Enter an Asset tag for the asset. 9. Enter the assets appropriate IP address. 10. Enter an OS for the asset, if appropriate. 11. Select an Organization from the drop-down. If the appropriate Organization isnt listed, type it in the blank field provided below the drop-down. 12. Add any necessary comments in the Comment field. 13. Click to save your changes and display the View Asset screen for the asset you just added. Click to abandon the changes and return to the Asset Home screen.
Page 93 of 136
Delete Assets
1. From the Asset Home screen, select the appropriate asset in the list.
Page 94 of 136
2. Click
to display the Delete Asset screen for the selected asset.
Page 95 of 136
3. Click to delete the asset and return to the Asset Home screen. Click abandon the changes and return to the Asset Home screen.
to
Note:
The Delete Assets selection on the Commands>Assets menu and the Delete Assets link can also be used to delete assets from the system. However, using is the quickest way to delete assets.
Workers
From the Workers menu there are selections which allow you to list the workers, add a new worker, list the queues and add a new queue. This section will cover all of these options.
Page 96 of 136
List Workers
1. Under the Commands menu select Workers. Then select List Workers from the pop-out menu. This displays the List Workers screen which lists all of the workers in the system.
Page 97 of 136
2. Click a workers name to select the worker then click with information for that specific worker.
to view the View Worker screen
3. From the List Workers screen, click information displayed for editing.
to display the Edit Worker screen with the workers
Page 98 of 136
4. Make the necessary edits then click to save the changes and return to the View Worker screen. Click to abandon your changes and return to the View Worker screen.
Page 99 of 136
Add New Worker

1. Under the Commands menu select Workers. Then select New Worker from the pop-out menu. The New Worker screen can also be reached by clicking Workers screen. at the top-left of the List
Note:
Page 100 of 136
2. The New Worker screen will be displayed.
Page 101 of 136
3. Under Worker Information, enter the individuals full name in the Worker name field. 4. Select a queue for the individual from the Retrieve queue drop-down. 5. Under Contact Information, enter the individuals full name in the Name field. 6. Enter the individuals Anthem/Wellpoint e-mail address in the E-mail field. 7. The NT ID field holds the individuals network ID. 8. The Job Title is entered for the individual. 9. Enter the individuals Employee ID if it is known. 10. Enter the individuals work Phone number. 11. If the individual has a work Cell phone, enter the number. 12. If the individual has a work Pager, enter the number. 13. Leave the Password field blank. We will not use this field as we use Windows authentication service. 14. Leave the Verify field blank. We will not use this field as we use Windows authentication service. 15. If this individual is a VIP click the checkbox to select it. 16. Under Company, enter the Location where the individual works.
17. Enter the Company name the individual works for (i.e., National Government Services). 18. Enter the Department the individual works in. 19. Select an Organization from the drop-down list. If the appropriate Organization is not listed, enter it in the blank text box below the drop-down. 20. Enter any appropriate Comment.
to save your changes and display the View Worker screen with the new 21. Click worker you just added displayed.. Click to abandon the changes and return to the List Workers screen.
Page 103 of 136
List Queues
1. Under the Commands menu select Workers. Then select List Queues from the pop-out menu.
Page 104 of 136
2. Click a specific queue to select it then click
to view the queue.
Page 105 of 136
Add New Queue

1. Under the Commands menu select Workers. Then select New Queue from the pop-out menu. The New Queue screen can also be reached by clicking Queues screen. at the top-left of the List
Note:
Page 106 of 136
2. Enter the Queue Name. 3. Enter a contact E-mail address. 4. If there is a Pager e-mail, enter the address in this field. 5. Enter a contact Phone number for the queue. 6. If there is a work Cell phone, enter the number. 7. If there is a work Pager, enter the number. 8. enter the Location where the individual works. 9. Enter the Company name for the queue (i.e., National Government Services). 10. Enter the Department for the queue. 11. Select an Organization from the drop-down list. If the appropriate Organization is not listed, enter it in the blank text box below the drop-down. 12. Enter any appropriate Comment. 13. Click to save your changes and display the View Queue screen with the new worker you just added displayed.. Click to abandon the changes and return to the List Queues screen.
Page 107 of 136
Page 108 of 136
Appendix A. Categories List

Category
Not Specified Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset AnthemRoot AR FISS ASF Domain Blackberry CMS CentreVu Supervisor DSDRS EMS Domain EMS SYSG Forecast HDD Encryption ICQ Kenexa Lotus Notes MARTI MCS MCS MCS MCS NGD NGD Production Production Training Quality
Sub-Category One
Sub-Category Two
Sub-Category Three
Page 109 of 136
Category
Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts Accounts
Sub-Category One
Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Password Reset Unlock Unlock Unlock
Sub-Category Two
NGD NGD NGD NGD NGD Domain NGS Domain NGS Menu Other PIMR PIMS PIMS PIMS PIMS PIMS PIMS RACF SMART STARS UNIX US Domain Voice Mail ASF Domain EMS Domain EMS SYSG Client Server Development Confidential
Sub-Category Three
Training MBP DAC UAT
Page 110 of 136
Category
Accounts Accounts Accounts Accounts Accounts Accounts Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support
Sub-Category One
Unlock Unlock Unlock Unlock Unlock Unlock Backup Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware
Sub-Category Two
NGD Domain NGS Domain Other RACF US Domain Voice Mail Restore File Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Desktop Client Server Development Confidential
Sub-Category Three
BIOS Cables CD Drive CMOS DVD Drive External 10-Key Floppy Drive Hard Drive Keyboard Memory Modem Mouse NIC Other Replacement Speakers Upgrade Page 111 of 136
Category
Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support
Sub-Category One
Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware
Sub-Category Two
Desktop Desktop Desktop Printer Desktop Printer Desktop Printer Desktop Printer Desktop Printer Desktop Printer Desktop Printer Desktop Printer Desktop Printer Desktop Printer Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Client Server Development Confidential
Sub-Category Three
USB Video Fuser Installation Other Paper Jam Paper Tray Print Quality Repair Replacement Toner Upgrade Battery BIOS Cables CD Drive CMOS Docking Station DVD Drive External 10-Key Floppy Drive Hard Drive Keyboard Memory Page 112 of 136
Category
Sub-Category One
Sub-Category Two
Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Laptop Loaner Laptop Request Monitor Monitor Monitor Monitor Monitor Monitor Monitor Monitor Monitor Monitor Monitor Network Jack Client Server Development Confidential
Sub-Category Three
Modem Mouse NIC Other Replacement Screen Speakers Upgrade USB Video Wireless Card
Blurry Cables Colors Degauss Flickering Installation Other Power Repair Replacement Size Connect Page 113 of 136
Category
Sub-Category One
Sub-Category Two
Network Jack Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Network Printer Peripheral Peripheral Peripheral Peripheral Projector Projector Projector Projector Projector Projector Projector Client Server Development Confidential
Sub-Category Three
Disconnect Fuser Installation Mainframe Network Connection Other Paper Jam Paper Tray Print Quality Repair Replacement Toner Upgrade External Drive Keyboard Mouse Other Blurry Cables Colors Degauss Flickering Installation Light Bulb Page 114 of 136
Category
Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Desktop Support Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities
Sub-Category One
Hardware Hardware Hardware Hardware Hardware Software Software Software Software Software Software Software A / V Equipment A / V Equipment Carpet Carpet Ceiling Tiles Ceiling Tiles Ceiling Tiles Clocks Doors Doors Doors Doors
Sub-Category Two
Projector Projector Projector Projector Projector Configure Configure Install Static IP Static IP Static IP Uninstall Equipment not working / needs service Set up equipment Carpet is ripped or frayed needs repaired Stained Ceiling tile falling out Stained Wet Tiles/Water Leaks Reset time / needs batteries replaced Door is squeaky needs oiled Door not closing Glass is broke or cracked Not locking or latching Client Server Development Confidential
Sub-Category Three
Other Power Repair Replacement Size Application OS
Assign Delete Report
Page 115 of 136
Category
Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities
Sub-Category One
Electrical Electrical Electrical Elevator Elevator Ergonomic Study Exterminating Exterminating Exterminating Exterminating Heating/Cooling Heating/Cooling Heating/Cooling Heating/Cooling Heating/Cooling Janitorial Janitorial Kitchenettes Kitchenettes Kitchenettes Kitchenettes Landscaping Landscaping Lights Out
Sub-Category Two
Brown outs Power out in building Power out in the unit or room Elevator is not working Light out in elevator Request for a new study Ants Flying Insects Mice Spiders Drafty/Stuffy System Down/Not Working Too Cold Too Hot Unit Making Noise Area needs immediate cleaning Area not cleaned overnight Cleaning Clogged Sink Garbage Disposal Broken Supplies Needed Dead or dying plant Tree branches or bushes need trimmed Building Entrance Light Out Client Server Development Confidential
Sub-Category Three
Page 116 of 136
Category
Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities
Sub-Category One
Lights Out Lights Out Lights Out Parking Lots Parking Lots Restrooms Restrooms Restrooms Restrooms Restrooms Restrooms Security Security Security Security Security Security Security Shred paper Snow Removal Snow Removal Vending Vending Vending
Sub-Category Two
Desk Light Out Emergency Lighting Not Working Overhead Light Holes or repairs needed in asphalt Lights Out Broken Device Cleaning Sink Stopped Up or Leaking from Below Supplies Needed Toilet Overflowing Toilet Stopped Up Broken Door Lock Door/Desk Key Request Emergency door alarm sounding Name plate request Parking Lot Security Emergency Security supplies Request paper bins Parking Lot Sidewalks and walkways Food or drink item is sticking in the machine Machine is inoperative Machine not giving product but taking money Client Server Development Confidential
Sub-Category Three
Page 117 of 136
Category
Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Facilities Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe
Sub-Category One
Walls Water Coolers Water Coolers Water Coolers Workstations Workstations Workstations Workstations Workstations Workstations Hardware Hardware Hardware Hardware Software Software Software Software Software Software Software Software Software Software
Sub-Category Two
Hang up pictures, art work, banners, etc. No Water Water is warm Water Taste Additions to Workstation Adjustments Chair Keyboard Trays Losing Power at Workstation Repairs CPU Environmental Other Printer CA - Disk CA - Teleview CICS Connect:Direct (NDM/PC) DFSMS/dfp File-Aid/MVS Mainframe Operating System Other PKZip/MVS SAVRS Client Server Development Confidential
Sub-Category Three
Page 118 of 136
Category
Mainframe Network Network Network Network Outlook Outlook Outlook Outlook Outlook Outlook
Sub-Category One
Software Firewall No Response Other Slow Archive Attachments Calendar Configuration Distribution List Font Size Global Address List
Sub-Category Two
TRMS
Sub-Category Three
Outlook Outlook Outlook Outlook
(GAL) Inbox Size Limit Inbox Size Limit Name Change Out of Office Increase Reached
Outlook Outlook Outlook Outlook
Messages Personal Contact List Printing Read Receipts Recover Deleted
Outlook Outlook
Messages Shared Calendars Client Server Development Confidential Page 119 of 136
Category
Outlook Outlook Outlook Outlook PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS
Sub-Category One
Shared Mailbox SPAM Tasks Templates Account Account Account Account Content Content Content Content Content Defect Enhancement Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware Hardware
Sub-Category Two
Sub-Category Three
Access Create Delete Reset Addresses PDP Phone number TNT Codes Zip Codes
Client Configuration Network Network Network Network Network Server Server Server Client Server Development Confidential Router Circuit Firewall Transaction Gateway Security Scan Web Application Database Page 120 of 136
Category
PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS PIMS
Sub-Category One
Hardware Integration Layer Integration Layer Integration Layer Integration Layer Integration Layer Integration Layer Integration Layer Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe Mainframe
Sub-Category Two
Server Configuration Corrupt Files Locked Mainframe ID/Password New Contract Other Site closing Transition Contractor Network Corrupted Files Corrupted Mainframe Account Holiday Closure Late-Running Batch Jobs Looping/Hung Service/Transaction Lost Connection with CWF Mainframe Down Mainframe IPL Mainframe Logon Problem Mainframe Screen Issue Other Quarterly Release Scheduled Mainframe Outage Slow Mainframe Response Sporadic Mainframe Problem Client Server Development Confidential
Sub-Category Three
Jacada
Page 121 of 136
Category
PIMS PIMS Server Server Server
Sub-Category One
Mainframe Mainframe Citris Printing Citrix Connectivity Dialup Access Drive or File Access
Sub-Category Two
Unknown User ID Locked
Sub-Category Three
Server Server Server Server Server Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom
problem File Restore No Response Slow VPN Access Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular Address Book Battery Blackberry Blackberry Blackberry Blackberry Blackberry Blackberry Blackberry Blackberry Blackberry Blackberry Cell Phone Client Server Development Confidential Page 122 of 136 Other Synchronization Software Not receiving emails Address Book Setup/Config Accessories Password Internet
Category
Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom
Sub-Category One
Cellular Cellular Cellular Cellular Cellular Cellular Cellular Cellular CMS CMS Contact Center Contact Center Contact Center Contact Center Contact Center IVR IVR IVR Microcall Report Telephone Telephone Telephone Telephone Telephone
Sub-Category Two
Cell Phone Cell Phone Cell Phone Cell Phone Cellular Card Voice Mail Voice Mail Voice Mail Customer Report Password Announcements Call Routing Holiday / Hour Changes / Emergency Closings Other Splits/Skills Circuit Issues Circuit Issues Circuit Issues
Sub-Category Three
Acessories Other Plan Review Replacement
Other Password
Toll Free Number Other
Analog Phone/Line Button Features CallMaster Digital Phone/Line EC500 Client Server Development Confidential Page 123 of 136
Category
Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Telecom Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Sub-Category One
Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Telephone Voice Mail Voice Mail Voice Mail Voice Mail Voice Mail Voice Mail Voice Mail Web Web Web Web Web
Sub-Category Two
Equipment Equipment Equipment Equipment Extension Routing Fax Modem Line Moves Moves Other Pickup Group Wall Outlet Features Greetings Messages Other Out-Calling Passwords Retrieval Intranet Content Internet Content Extranet Acronyms ahpnhmedicare.com Client Server Development Confidential
Sub-Category Three
Other Headset Cables
Job Transfer
In-House Developed In-House Developed Page 124 of 136
Category
Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Sub-Category One
Web Web Web Web Web Web Web Web Web Web Web Web Web Web Web Web
Sub-Category Two
ahsmedicare.com ASD (Associate Skills Database) Budget System Budget/Forecast CCH Intranet CCN Tracking Complaints Tracking System Contact Log Deltek Reports Document Display System (DDS) Docushare Help Desk On-line Mail Tracking System MCS Reconcilliation Report MICS OCR Operator Report PETS or some call it PTS. (URL:
Sub-Category Three
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed
Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Web Web Web Web Web Web Web
http://shbweb01/Pets_Prod/activity.asp) PMI (Program Management Intranet) Quality Database Risk Assessment Survey TrustSolution.com TrustSolutionIntranet UGSIntranet Client Server Development Confidential
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed Page 125 of 136
Category
Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Sub-Category One
Web Web Web Web Web Web Web Web Web Web Web Web Web Web Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application
Sub-Category Two
UGSMedicare.com Internet PS and R Provider Reports On-line TS Provider Profiles Provider Voluntary Refund Tracking Other DataPhinder Decipher Deltek Time Deltek Costpoint EFI Digital StoreFront Team applications (PTS, CPT, ITS, DSAU, SSD, CS) VPC Policy Center IKON PowerPress Image EMC++ Environment MARTI legacy EMS MCSDT/Custom View NJ and NY RightFax S.M.A.R.T. Legacy EMS Smeadlink STAR Dbase Database STARS UA (Universal Access) Client Server Development Confidential
Sub-Category Three
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Third Party Application Page 126 of 136
Category
Sub-Category One
Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application
Sub-Category Two
ACSACCES.EXE ACSACES2.EXE AdjFileDel.exe AdjOver.exe ADR Database ADR Macro App ADRBCR ADS System aFacSimile.ebm Aged Data Macro Aged.exe Aged Claim Database - NJ Aged Claim Database - NY Ambulance/IDTF System aMRpage3.ebm ANSI 276 Creator apls_Himr.ebm Appeals Tracking System Archived Hearing Database ARS AttachPage.exe AttachSelect.exe AutoDev.exe BarCoder.exe Client Server Development Confidential
Sub-Category Three
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed Page 127 of 136
Category
Sub-Category One
Sub-Category Two
Batch Control System Bene Complaint System Beneficiary Outreach database Bess Reporting Application BIE.exe Bohemia Requests Bohemia_Load Bohemia_Load.exe BulkCollector.exe BulkCollectorSNF.exe Call Back System or Green Phone Icon CarWrk.exe CarWrkBackup.exe CarWrkBackupNY.exe CasePrep.exe CCNRequest.exe CCNRequestWritten.exe CDR application CESChiroClaims.exe CheckImage.exe CheckImg.exe Checklist.exe CSD Daily Checklist Job ClaimCollector.exe Client Server Development Confidential
Sub-Category Three
Category
Sub-Category One
Sub-Category Two
ClaimStandard ClaimWorkLoad Claims Tracking ClmTrkUpd1p.exe ClmTrkUpd1pNY.exe CloseCCNs.exe Coaching Database Comment.exe ComplaintScreening ControlCalc.exe (Amount In Controversy) Corr_CCN_Delete.exe (CCN Delete) CQASauto.exe Create Prod SSR Credit Balance DB CrossWriteFiles Custom_View_Extra_Toolbar.exe (CC version) Custom_View_Extra_Toolbar.exe (PPR version) Custom_View_Prod.exe (MCSDT Prod Desktop Icon) Custom_View_Prod.exe (MCSDT Prod Icon) Custom_View_Tables.mdb Custom_View_Tables2000.mdb DailyZZSummary.exe DCNBarCode DCR Database Client Server Development Confidential
Sub-Category Three
Category
Sub-Category One
Sub-Category Two
DEOL_Move_Loc.exe DEOLHearings.exe DevCoDel.exe DevMsgCO.exe Diag.exe DOS_After_DOD_Check.exe DSU Binder Reports DSU Utilization Reports EDSNETUpdate.exe Empire_Forms2000.exe Empire Forms System NJ Empire_Forms2000.exe/Parts Employ_Stnd EMSALL.exe (NJ) EMSALLNY.exe EMSjp.exe Express Plus FMD (Finance Medigap Database) Format_60_Day_Call.exe GME Database HBCRB040p.exe, HBCRB040pNY.exe HBCRB041pNY.exe Hearing Database Archive (97 format) Hearings_2000 Client Server Development Confidential
Sub-Category Three
Category
Sub-Category One
Sub-Category Two
HelpDesk Checker Hi Screen Macro HIC.exe Himr.exe HLA HostIDSearch.exe HostIDSearchA.exe Image.exe Infoman.exe Inserts.exe LetterCC.exe LgCasePrep.exe LOL Database LOL_Database_NY Loc22.exe LVAM.exe LVAMOIF.exe (NY) MacroFileRead.exe MARTI MARTI HIGLAS Conv MCS_Crosswalk MEDATEST Medicare Provider Payment Systems Medicode.exe (DX Search) Client Server Development Confidential
Sub-Category Three
Category
Sub-Category One
Sub-Category Two
MedPard.exe menu.dot MR Adj Amt MR CERT correspondence System MSNImport.exe NJ Record Rentention DB Non2Covrd.ebm NonInv_All NoPayMSNs.exe NY Record Rentention DB Opps project Overpayment Database Part A Database Archive Phone Archive Database Phone Database Archive (97 format) PIP Excel Macro POS_be.exe, POS.exe Post Pay Post Pay Macro/App POTC PPR PPRFreq.exe PrcGuid.mdb, PrcGdl.exe (MedRevPricing) PrintLog.exe (Print 408) Client Server Development Confidential
Sub-Category Three
Category
Sub-Category One
Sub-Category Two
prjD922.exe (D922) prjInactivate prjTracs PRO.mdb Pro_Dbase_Macro.exe PROBE Provider Prepay Database ProvRem.exe PS_R download PTS Part A PTS Part B PTSsystem.exe, PTSsystem2000.exe QA Operators Report QIC QIC Archive Database QIC NJ QIC NY Recons Database Archive (97 format) Recons_2000 Recover Overpayments EGHP (SMC1085) Recover Overpayments Insurers (SMCLab) Reference.exe RenumClms.exe Reviews_2000 Client Server Development Confidential
Sub-Category Three
Category
Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Sub-Category One
Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application
Sub-Category Two
Roster Bill RMS SADBUS Database SafeSearch.exe SanctionedLette.exe ScreenCompare.exe Sectional_QC_FE.mdb, Sectional_QC_Staff_FE.mdb,
Sub-Category Three
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed
Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application
Sectional_QC_be.mdb Sendr.exe SHACK SMC Log SMC_Load SMC_Load.exe SNFDenial_Test.exe SNFList.exe SplitLine.exe SRView.exe Surging Provider Application Susp.exe Tacs Ltr Icon or TACS Letter Database TAPCheckList.exe TEA32 Time-Off Request Time-off request Archive Client Server Development Confidential
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed Page 134 of 136
Category
Sub-Category One
Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application Desktop Application CITRIX
Sub-Category Two
TimeOff.exe, TOS_be.mdb (Time Off System/DB) United Health Care Part A Cases United Health Care Part BA Cases V1 Banking V185.exe V4 Screen Various .ebm macros Vscreen Macro Part B Database Archive PartsMacro.exe PCFCheck.exe Time_On_Hold.exe Other Appeals Log Appeals Search Engine for DMERC Appeals Search Engine for MED B Compliance Tracking System Credit Balance Customer Service Workload DCNQ (Document Control Number Query) DCNQ (Document Control Number Query) for MCS FTS (Fraud Tracking System) HDS (Help Desk Software) HelpDesk Client Server Development Confidential
Sub-Category Three
Category
Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development Client Server Development
Sub-Category One
CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX CITRIX IVR IVR
Sub-Category Two
M.A.R.T.I. Queries MARRS (Medicare Appeals Review/Reporting System) MedLedger (a.k.a. ML Master) MIDAS (Mail Imaging Distribution Audit System) NGS Menu PAS (Provider Assessment System) PAS (Provider Assessment System) AE Provider Address Book (a.k.a. Reimbursement Provider) Provider Address Book (a.k.a. Reimbursement Provider) AE QC/QA Audit Security Central Subscriber TimeKeeper - external Vendor Screening PEICS Other M.A.R.T.I. S.M.A.R.T. Deltek Costpoint Deltek Cobra IVR (Interactive Voice Response) IVR (Interactive Voice Response) (Custom Report Writer)
Sub-Category Three
In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed In-House Developed Third Party Application Third Party Application Third Party Application Third Party Application IVR IVR
Page 136 of 136

Altiris Help Desk User Guide v2.2

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Altiris Help Desk User Guide v2.2

Uploaded by

Copyright:

Available Formats

Altiris Help Desk User Guide

National Government Services