Helpdesk 6 Service Pack 5

The latest version of Altiris Helpdesk 6 is currently in Beta and I have been experimenting with it over the last few weeks. The most notable improvements are the ability to integrate to your email server using IMAP, and the inclusion of the new Service Catalog.

The Service Catalog is particularly interesting. It builds on the existing Tasks functionality, allowing you to present predefined tasks on the Windows User Console grouped by category. Tasks can be set up to do almost anything you can imagine. The one limitation seemed to be that there is no easy way to create a custom input form. The example which ships with the product shows a pre-compiled new incident page with the title and comment fields partially completed and requesting that the user replace the marked sections.

This is fine, but it would be almost impossible to write Validation Rules to check the user input. Incident Rules, Routing Rules, Notify Rules and Automation Rules based on user input would also be extremely difficult to write. The format is also rather clumsy requiring the end user to delete and overwrite the appropriate sections.

With this in mind, I decided to adopt a generic input form template that I had written before, which dynamically creates the input form when the user makes the request. I am so happy with the results of this work that I have decided to offer it for sale. When you consider the time and trouble it takes to build and modify these forms in code or how expensive it would be to hire a consultant to build the forms for you, I believe that it is worth a lot more than the asking price of $40.

The form builder was built to facilitate the creation of Service Catalog tasks, but it can also be used to edit existing incidents.

Installation is simply a question of pasting the files into the appropriate folders. You can then immediately start creating custom input forms in exactly the same way as if you were setting up a new incident task. It takes only a few minutes to create each one, and you will not spend hours debugging the code when you have finished.

I will provide free 30-day support to anyone who purchases a copy. I doubt you will need any assistance as it is very simple to set up and no programming skills are required to use it. You can order your copy right now directly from my Shop. The transaction is handled entirely by Paypal and can be made by credit card or using your Paypal account if you have one.

3 Responses to “Helpdesk 6 Service Pack 5”

  1. Cymon says:

    Hi,

    Nice work.

    Could you send me some screenshot to show just how easy it is to make your own templates ?

    We are also currently testing fonctionnality of new HD 6.0 SP5.
    Can’t wait for version 7 next year with workspace fonctionality (create different helpdesk space with own rules, users and categories) within same notification server.
    For the moment, you have to use virtual machine to run separate hepdesks.

    Cheers.

    Thanks.

  2. David Falcon says:

    Looks very promising. I’d like to see the screenshots as well. Thanks!

  3. Yikes, it looks like th components to do this are in Beta as my helpdesk installation ….how gory is it to use this tool w/o the HD SP5 elements that are in beta?

Leave a Reply