Jerry asked, "We're using Altiris Helpdesk at our company and are wondering if there are any knowledgebases (with both questions *and* answers) available for import? We could probably cut down on helpdesk calls and desk-side visits if our users had a few more of the frequently-asked-questions at their fingertips. Thanks!"

Is there a way to add an extra text box on the client page where they have to fill in their cost center in case of purchasing assets? Can the cost center come from notification server or do they have to fill in manually? Can it be saved somewhere so that workers see it in their console? Thanks in advance

We are getting ready to rollout the Altiris Help Desk Solution and wanted to remove the option for the users to search the knowledge base because we don't have one in place yet. Do you know how I can deactivate this feature? I also wanted to know if anyone knows how to remove the option for the user to select the second dropdown menu for the categories. For instance, we want the user to be able to select the first category which is between IT or Facilities. From that point on, we want to be able to select the categories depending on what their request is. Where can I remove their option to view or select the second, third, and forth dropdowns?

Austinn wrote: "How do I delete a worker in the HelpDesk Worker Console? There are a couple of dummy accounts created, and I can't seem to get rid of them!"

Brandon asked, "I would like to automate the Helpdesk Solution to automatically send satisfaction surveys on a random schedule. For example, I might configure it to send out one survey per worker per week. Is this possible?"

Glenn, you can enable Basic Authentication from IIS on both the Worker and Winuser folders underneath the AeXHD Virtual Directory.

Charles wrote, "We are planning on going live with Helpdesk Solution in two weeks and want to have the beginning incident number set to 300000 to avoid conflicts with our older tracking software. Is there a way to set the incident number to start at 300000?"

Darryl, to import Resource Types into Helpdesk, go to the Incident Tab in the Altiris Console and log in as an Administrator. Then, go to Admin under the Command section, and then to Resource Types. After clicking on the Edit button a list of Resource Types will be displayed, enabling you to select the resource types you want to import into the Helpdesk Database.

It is estimated the average number of contacts per customer a month is about three. The duration of these calls is estimated to be on the rise. Recently, the number of users handled by each analyst has dropped severely. This seems to exist outside of changing technologies and systems. It may be due to the greater number of businesses in existence.

The Student Help Desk answers students' technical questions, or "help requests," via phone and email. They record each student's help request in a searchable database to monitor pending help requests. They also record the answers to students' questions to keep the team aware of student technical issues and solutions.