Download - Altiris Help Desk User Guide v2.2
Altiris Help Desk
User Guide
National Government Services Altiris Help Desk
User Guide
National Government Services, Inc. Client Server Development Page 2 of 136
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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
e-mail.
1.2 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 11.
1.5 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.
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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
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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
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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
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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.
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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.
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Creating a New Incident
1. Click to begin a new incident.
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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.
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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.
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2. Double click the incident you want to edit.
3. Click to add a comment to the incident.
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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.
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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.
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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.
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.
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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.
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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.
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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.
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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.
Note:
If the Requestor is a Provider, then
o State selection is NOT mandatory. o Selected Group must be one of the four EDI groups. o Contract selection IS mandatory.
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.
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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.
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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 drop-
down may be displayed.
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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.
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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 drop-
down list, if applicable.
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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.
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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.
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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.
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3. Click to run the Quick Incident you have chosen.
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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.
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7. Select the Find asset radio button.
8. Enter the user’s name in the Name field and click to perform the search.
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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”.
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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
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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.
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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.
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2. Click to the right of Field: to select the proper item from that drop-down list.
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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”.
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7. Click to add the field to the table.
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8. The and can be used to sort the fields as desired.
9. Click to remove fields from the table.
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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.
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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.
Column sorted in
ascending order.
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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.
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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.
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5. Click the appropriate save button ( or ) at the top of the screen to save the updated
incident.
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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.
Updated Comment has been added.
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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.
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6. Click the appropriate save button ( or ) at the top of the screen to save the updated
incident.
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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.
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2. Click to open the incident in edit mode.
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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”.
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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.
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Incident History – Incident
was closed then reopened.
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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.
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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
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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.
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10. Click the appropriate save button ( or ) at the top of the screen to save the updated
incident.
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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.
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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 e-mail similar to the
one below:
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6. The individual assigned the incident will receive an e-mail similar to the one below:
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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.
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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.
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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 .
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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.
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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
incident’s status. However, when a parent incident is closed, or changed in any manner, all child
incidents linked to the parent will inherit the parent’s 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.
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2. Click the appropriate save button ( or ) at the top of the screen to save the updated
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
Note: Child incidents always inherit the status of their parent incident. If a parent incident
is closed, the child incident will also be closed.
1. Begin a new incident by opening the New Incident screen.
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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.
4. Click to link the incident and return to the New Incident screen. You can now
complete the child incident. The Linked to information will be displayed in the lower-left
corner of the screen.
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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.
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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.
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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.
9. Click to save your changes and return to the incident screen. Click to
cancel the operation and return to the incident screen.
10. Save the incident per the instructions in Module 4: Creating Incidents.
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Module 11: Audit Log To view an incident’s 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.
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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:
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Opened
Due
Responded
Closed
ReOpened
ReClosed
Return to Close
Receipt
Hold
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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 to cancel.
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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.
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.
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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.
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3. To view incidents related to this individual, click in the lower right-hand corner of the
screen.
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4. To view assets associated with this individual, select the asset and click under Assets.
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Find Contacts
1. Under the Commands menu select Contacts. Then select Find Contacts from the pop-out
menu. This displays the Find Contacts screen.
Note: 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.
2. Enter search criteria into the appropriate fields and click to search for a contact.
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New Contact
1. Under the Commands menu select Contacts. Then select New Contact from the pop-out
menu. This displays the New Contact screen.
Note: The New Contact screen can also be reached by clicking the Create a contact link at
the bottom of the Contact Home screen.
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2. Enter the contact’s full name in the Name field.
3. The contact’s 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 contact’s network ID in the NT ID field.
6. The Job Title field holds the contact’s official job title.
7. The contact’s Employee ID is entered in the next field.
8. Enter the contact’s 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 contact’s 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 contact’s 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 contact’s organization isn’t listed in the
drop-down, type the organization in the blank field below the drop-down.
16. Enter any necessary Comments.
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17. Click to save your changes and view the contact information on the View Contact
screen. Click 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.
Note: The Delete Contacts screen can also be reached by clicking the Delete contacts link
at the bottom of the Contact Home screen.
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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.
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4. Click to move to the Delete Contacts screen.
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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:
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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 contact’s information.
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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.
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2. Click a specific asset then click to view asset information.
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Find Assets
1. Under the Commands menu select Assets. Then select Find Assets from the pop-out menu.
This displays the Find Assets screen.
Note: 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.
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2. Enter search criteria into the appropriate fields and click to search for an asset.
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New Asset
1. Under the Commands menu select Assets. Then select New Asset from the pop-out menu.
This displays the New Asset screen.
Note: The New Asset screen can also be reached by clicking the Create an asset link at the
bottom of the Asset Home screen.
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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 asset’s appropriate IP address.
10. Enter an OS for the asset, if appropriate.
11. Select an Organization from the drop-down. If the appropriate Organization isn’t 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.
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Delete Assets
1. From the Asset Home screen, select the appropriate asset in the list.
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2. Click to display the Delete Asset screen for the selected asset.
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3. Click to delete the asset and return to the Asset Home screen. Click to
abandon the changes and return to the Asset Home screen.
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.
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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.
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2. Click a worker’s name to select the worker then click to view the View Worker screen
with information for that specific worker.
3. From the List Workers screen, click to display the Edit Worker screen with the worker’s
information displayed for editing.
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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.
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Add New Worker
1. Under the Commands menu select Workers. Then select New Worker from the pop-out
menu.
Note: The New Worker screen can also be reached by clicking at the top-left of the List
Workers screen.
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2. The New Worker screen will be displayed.
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3. Under Worker Information, enter the individual’s 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 individual’s full name in the Name field.
6. Enter the individual’s Anthem/Wellpoint e-mail address in the E-mail field.
7. The NT ID field holds the individual’s network ID.
8. The Job Title is entered for the individual.
9. Enter the individual’s Employee ID if it is known.
10. Enter the individual’s 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.
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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.
21. Click to save your changes and display the View Worker screen with the new
worker you just added displayed.. Click to abandon the changes and return to the
List Workers screen.
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List Queues
1. Under the Commands menu select Workers. Then select List Queues from the pop-out menu.
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2. Click a specific queue to select it then click to view the queue.
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Add New Queue
1. Under the Commands menu select Workers. Then select New Queue from the pop-out menu.
Note: The New Queue screen can also be reached by clicking at the top-left of the List
Queues screen.
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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.
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Appendix A. Categories List
Category Sub-Category One Sub-Category Two Sub-Category Three
Not Specified
Accounts Password Reset AnthemRoot
Accounts Password Reset AR FISS
Accounts Password Reset ASF Domain
Accounts Password Reset Blackberry
Accounts Password Reset CMS CentreVu Supervisor
Accounts Password Reset DSDRS
Accounts Password Reset EMS Domain
Accounts Password Reset EMS SYSG
Accounts Password Reset Forecast
Accounts Password Reset HDD Encryption
Accounts Password Reset ICQ
Accounts Password Reset Kenexa
Accounts Password Reset Lotus Notes
Accounts Password Reset MARTI
Accounts Password Reset MCS
Accounts Password Reset MCS Production
Accounts Password Reset MCS Training
Accounts Password Reset MCS Quality
Accounts Password Reset NGD
Accounts Password Reset NGD Production
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Category Sub-Category One Sub-Category Two Sub-Category Three
Accounts Password Reset NGD Training
Accounts Password Reset NGD MBP
Accounts Password Reset NGD DAC
Accounts Password Reset NGD UAT
Accounts Password Reset NGD Domain
Accounts Password Reset NGS Domain
Accounts Password Reset NGS Menu
Accounts Password Reset Other
Accounts Password Reset PIMR
Accounts Password Reset PIMS
Accounts Password Reset PIMS
Accounts Password Reset PIMS
Accounts Password Reset PIMS
Accounts Password Reset PIMS
Accounts Password Reset PIMS
Accounts Password Reset RACF
Accounts Password Reset SMART
Accounts Password Reset STARS
Accounts Password Reset UNIX
Accounts Password Reset US Domain
Accounts Password Reset Voice Mail
Accounts Unlock ASF Domain
Accounts Unlock EMS Domain
Accounts Unlock EMS SYSG
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Category Sub-Category One Sub-Category Two Sub-Category Three
Accounts Unlock NGD Domain
Accounts Unlock NGS Domain
Accounts Unlock Other
Accounts Unlock RACF
Accounts Unlock US Domain
Accounts Unlock Voice Mail
Desktop Support Backup Restore File
Desktop Support Hardware Desktop BIOS
Desktop Support Hardware Desktop Cables
Desktop Support Hardware Desktop CD Drive
Desktop Support Hardware Desktop CMOS
Desktop Support Hardware Desktop DVD Drive
Desktop Support Hardware Desktop External 10-Key
Desktop Support Hardware Desktop Floppy Drive
Desktop Support Hardware Desktop Hard Drive
Desktop Support Hardware Desktop Keyboard
Desktop Support Hardware Desktop Memory
Desktop Support Hardware Desktop Modem
Desktop Support Hardware Desktop Mouse
Desktop Support Hardware Desktop NIC
Desktop Support Hardware Desktop Other
Desktop Support Hardware Desktop Replacement
Desktop Support Hardware Desktop Speakers
Desktop Support Hardware Desktop Upgrade
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Category Sub-Category One Sub-Category Two Sub-Category Three
Desktop Support Hardware Desktop USB
Desktop Support Hardware Desktop Video
Desktop Support Hardware Desktop Printer Fuser
Desktop Support Hardware Desktop Printer Installation
Desktop Support Hardware Desktop Printer Other
Desktop Support Hardware Desktop Printer Paper Jam
Desktop Support Hardware Desktop Printer Paper Tray
Desktop Support Hardware Desktop Printer Print Quality
Desktop Support Hardware Desktop Printer Repair
Desktop Support Hardware Desktop Printer Replacement
Desktop Support Hardware Desktop Printer Toner
Desktop Support Hardware Desktop Printer Upgrade
Desktop Support Hardware Laptop Battery
Desktop Support Hardware Laptop BIOS
Desktop Support Hardware Laptop Cables
Desktop Support Hardware Laptop CD Drive
Desktop Support Hardware Laptop CMOS
Desktop Support Hardware Laptop Docking Station
Desktop Support Hardware Laptop DVD Drive
Desktop Support Hardware Laptop External 10-Key
Desktop Support Hardware Laptop Floppy Drive
Desktop Support Hardware Laptop Hard Drive
Desktop Support Hardware Laptop Keyboard
Desktop Support Hardware Laptop Memory
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Category Sub-Category One Sub-Category Two Sub-Category Three
Desktop Support Hardware Laptop Modem
Desktop Support Hardware Laptop Mouse
Desktop Support Hardware Laptop NIC
Desktop Support Hardware Laptop Other
Desktop Support Hardware Laptop Replacement
Desktop Support Hardware Laptop Screen
Desktop Support Hardware Laptop Speakers
Desktop Support Hardware Laptop Upgrade
Desktop Support Hardware Laptop USB
Desktop Support Hardware Laptop Video
Desktop Support Hardware Laptop Wireless Card
Desktop Support Hardware Loaner Laptop Request
Desktop Support Hardware Monitor Blurry
Desktop Support Hardware Monitor Cables
Desktop Support Hardware Monitor Colors
Desktop Support Hardware Monitor Degauss
Desktop Support Hardware Monitor Flickering
Desktop Support Hardware Monitor Installation
Desktop Support Hardware Monitor Other
Desktop Support Hardware Monitor Power
Desktop Support Hardware Monitor Repair
Desktop Support Hardware Monitor Replacement
Desktop Support Hardware Monitor Size
Desktop Support Hardware Network Jack Connect
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Category Sub-Category One Sub-Category Two Sub-Category Three
Desktop Support Hardware Network Jack Disconnect
Desktop Support Hardware Network Printer Fuser
Desktop Support Hardware Network Printer Installation
Desktop Support Hardware Network Printer Mainframe
Desktop Support Hardware Network Printer Network Connection
Desktop Support Hardware Network Printer Other
Desktop Support Hardware Network Printer Paper Jam
Desktop Support Hardware Network Printer Paper Tray
Desktop Support Hardware Network Printer Print Quality
Desktop Support Hardware Network Printer Repair
Desktop Support Hardware Network Printer Replacement
Desktop Support Hardware Network Printer Toner
Desktop Support Hardware Network Printer Upgrade
Desktop Support Hardware Peripheral External Drive
Desktop Support Hardware Peripheral Keyboard
Desktop Support Hardware Peripheral Mouse
Desktop Support Hardware Peripheral Other
Desktop Support Hardware Projector Blurry
Desktop Support Hardware Projector Cables
Desktop Support Hardware Projector Colors
Desktop Support Hardware Projector Degauss
Desktop Support Hardware Projector Flickering
Desktop Support Hardware Projector Installation
Desktop Support Hardware Projector Light Bulb
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Category Sub-Category One Sub-Category Two Sub-Category Three
Desktop Support Hardware Projector Other
Desktop Support Hardware Projector Power
Desktop Support Hardware Projector Repair
Desktop Support Hardware Projector Replacement
Desktop Support Hardware Projector Size
Desktop Support Software Configure Application
Desktop Support Software Configure OS
Desktop Support Software Install
Desktop Support Software Static IP Assign
Desktop Support Software Static IP Delete
Desktop Support Software Static IP Report
Desktop Support Software Uninstall
Facilities A / V Equipment Equipment not working / needs service
Facilities A / V Equipment Set up equipment
Facilities Carpet Carpet is ripped or frayed needs repaired
Facilities Carpet Stained
Facilities Ceiling Tiles Ceiling tile falling out
Facilities Ceiling Tiles Stained
Facilities Ceiling Tiles Wet Tiles/Water Leaks
Facilities Clocks Reset time / needs batteries replaced
Facilities Doors Door is squeaky needs oiled
Facilities Doors Door not closing
Facilities Doors Glass is broke or cracked
Facilities Doors Not locking or latching
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Category Sub-Category One Sub-Category Two Sub-Category Three
Facilities Electrical Brown outs
Facilities Electrical Power out in building
Facilities Electrical Power out in the unit or room
Facilities Elevator Elevator is not working
Facilities Elevator Light out in elevator
Facilities Ergonomic Study Request for a new study
Facilities Exterminating Ants
Facilities Exterminating Flying Insects
Facilities Exterminating Mice
Facilities Exterminating Spiders
Facilities Heating/Cooling Drafty/Stuffy
Facilities Heating/Cooling System Down/Not Working
Facilities Heating/Cooling Too Cold
Facilities Heating/Cooling Too Hot
Facilities Heating/Cooling Unit Making Noise
Facilities Janitorial Area needs immediate cleaning
Facilities Janitorial Area not cleaned overnight
Facilities Kitchenettes Cleaning
Facilities Kitchenettes Clogged Sink
Facilities Kitchenettes Garbage Disposal Broken
Facilities Kitchenettes Supplies Needed
Facilities Landscaping Dead or dying plant
Facilities Landscaping Tree branches or bushes need trimmed
Facilities Lights Out Building Entrance Light Out
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Category Sub-Category One Sub-Category Two Sub-Category Three
Facilities Lights Out Desk Light Out
Facilities Lights Out Emergency Lighting Not Working
Facilities Lights Out Overhead Light
Facilities Parking Lots Holes or repairs needed in asphalt
Facilities Parking Lots Lights Out
Facilities Restrooms Broken Device
Facilities Restrooms Cleaning
Facilities Restrooms Sink Stopped Up or Leaking from Below
Facilities Restrooms Supplies Needed
Facilities Restrooms Toilet Overflowing
Facilities Restrooms Toilet Stopped Up
Facilities Security Broken Door Lock
Facilities Security Door/Desk Key Request
Facilities Security Emergency door alarm sounding
Facilities Security Name plate request
Facilities Security Parking Lot
Facilities Security Security Emergency
Facilities Security Security supplies
Facilities Shred paper Request paper bins
Facilities Snow Removal Parking Lot
Facilities Snow Removal Sidewalks and walkways
Facilities Vending Food or drink item is sticking in the machine
Facilities Vending Machine is inoperative
Facilities Vending Machine not giving product but taking money
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Category Sub-Category One Sub-Category Two Sub-Category Three
Facilities Walls Hang up pictures, art work, banners, etc.
Facilities Water Coolers No Water
Facilities Water Coolers Water is warm
Facilities Water Coolers Water Taste
Facilities Workstations Additions to Workstation
Facilities Workstations Adjustments
Facilities Workstations Chair
Facilities Workstations Keyboard Trays
Facilities Workstations Losing Power at Workstation
Facilities Workstations Repairs
Mainframe Hardware CPU
Mainframe Hardware Environmental
Mainframe Hardware Other
Mainframe Hardware Printer
Mainframe Software CA - Disk
Mainframe Software CA - Teleview
Mainframe Software CICS
Mainframe Software Connect:Direct (NDM/PC)
Mainframe Software DFSMS/dfp
Mainframe Software File-Aid/MVS
Mainframe Software Mainframe Operating System
Mainframe Software Other
Mainframe Software PKZip/MVS
Mainframe Software SAVRS
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Category Sub-Category One Sub-Category Two Sub-Category Three
Mainframe Software TRMS
Network Firewall
Network No Response
Network Other
Network Slow
Outlook Archive
Outlook Attachments
Outlook Calendar
Outlook Configuration
Outlook Distribution List
Outlook Font Size
Outlook
Global Address List
(GAL)
Outlook Inbox Size Limit Increase
Outlook Inbox Size Limit Reached
Outlook Name Change
Outlook
Out of Office
Messages
Outlook Personal Contact List
Outlook Printing
Outlook Read Receipts
Outlook
Recover Deleted
Messages
Outlook Shared Calendars
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Category Sub-Category One Sub-Category Two Sub-Category Three
Outlook Shared Mailbox
Outlook SPAM
Outlook Tasks
Outlook Templates
PIMS Account Access
PIMS Account Create
PIMS Account Delete
PIMS Account Reset
PIMS Content Addresses
PIMS Content PDP
PIMS Content Phone number
PIMS Content TNT Codes
PIMS Content Zip Codes
PIMS Defect
PIMS Enhancement
PIMS Hardware Client Configuration
PIMS Hardware Network Router
PIMS Hardware Network Circuit
PIMS Hardware Network Firewall
PIMS Hardware Network Transaction Gateway
PIMS Hardware Network Security Scan
PIMS Hardware Server Web
PIMS Hardware Server Application
PIMS Hardware Server Database
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Category Sub-Category One Sub-Category Two Sub-Category Three
PIMS Hardware Server Jacada
PIMS Integration Layer Configuration
PIMS Integration Layer Corrupt Files
PIMS Integration Layer Locked Mainframe ID/Password
PIMS Integration Layer New Contract
PIMS Integration Layer Other
PIMS Integration Layer Site closing
PIMS Integration Layer Transition
PIMS Mainframe Contractor Network
PIMS Mainframe Corrupted Files
PIMS Mainframe Corrupted Mainframe Account
PIMS Mainframe Holiday Closure
PIMS Mainframe Late-Running Batch Jobs
PIMS Mainframe Looping/Hung Service/Transaction
PIMS Mainframe Lost Connection with CWF
PIMS Mainframe Mainframe Down
PIMS Mainframe Mainframe IPL
PIMS Mainframe Mainframe Logon Problem
PIMS Mainframe Mainframe Screen Issue
PIMS Mainframe Other
PIMS Mainframe Quarterly Release
PIMS Mainframe Scheduled Mainframe Outage
PIMS Mainframe Slow Mainframe Response
PIMS Mainframe Sporadic Mainframe Problem
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Category Sub-Category One Sub-Category Two Sub-Category Three
PIMS Mainframe Unknown
PIMS Mainframe User ID Locked
Server Citris Printing
Server Citrix Connectivity
Server Dialup Access
Server
Drive or File Access
problem
Server File Restore
Server No Response
Server Slow
Server VPN Access
Telecom Cellular Address Book
Telecom Cellular Battery
Telecom Cellular Blackberry
Telecom Cellular Blackberry Other
Telecom Cellular Blackberry Synchronization
Telecom Cellular Blackberry Software
Telecom Cellular Blackberry Not receiving emails
Telecom Cellular Blackberry Address Book
Telecom Cellular Blackberry Setup/Config
Telecom Cellular Blackberry Accessories
Telecom Cellular Blackberry Password
Telecom Cellular Blackberry Internet
Telecom Cellular Cell Phone
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Category Sub-Category One Sub-Category Two Sub-Category Three
Telecom Cellular Cell Phone Acessories
Telecom Cellular Cell Phone Other
Telecom Cellular Cell Phone Plan Review
Telecom Cellular Cell Phone Replacement
Telecom Cellular Cellular Card
Telecom Cellular Voice Mail
Telecom Cellular Voice Mail Other
Telecom Cellular Voice Mail Password
Telecom CMS Customer Report
Telecom CMS Password
Telecom Contact Center Announcements
Telecom Contact Center Call Routing
Telecom Contact Center Holiday / Hour Changes / Emergency Closings
Telecom Contact Center Other
Telecom Contact Center Splits/Skills
Telecom IVR Circuit Issues
Telecom IVR Circuit Issues Toll Free Number
Telecom IVR Circuit Issues Other
Telecom Microcall Report
Telecom Telephone Analog Phone/Line
Telecom Telephone Button Features
Telecom Telephone CallMaster
Telecom Telephone Digital Phone/Line
Telecom Telephone EC500
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Category Sub-Category One Sub-Category Two Sub-Category Three
Telecom Telephone Equipment
Telecom Telephone Equipment Other
Telecom Telephone Equipment Headset
Telecom Telephone Equipment Cables
Telecom Telephone Extension Routing
Telecom Telephone Fax
Telecom Telephone Modem Line
Telecom Telephone Moves
Telecom Telephone Moves Job Transfer
Telecom Telephone Other
Telecom Telephone Pickup Group
Telecom Telephone Wall Outlet
Telecom Voice Mail Features
Telecom Voice Mail Greetings
Telecom Voice Mail Messages
Telecom Voice Mail Other
Telecom Voice Mail Out-Calling
Telecom Voice Mail Passwords
Telecom Voice Mail Retrieval
Client Server Development Web Intranet Content
Client Server Development Web Internet Content
Client Server Development Web Extranet
Client Server Development Web Acronyms In-House Developed
Client Server Development Web ahpnhmedicare.com In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Web ahsmedicare.com In-House Developed
Client Server Development Web ASD (Associate Skills Database) In-House Developed
Client Server Development Web Budget System In-House Developed
Client Server Development Web Budget/Forecast In-House Developed
Client Server Development Web CCH Intranet In-House Developed
Client Server Development Web CCN Tracking In-House Developed
Client Server Development Web Complaints Tracking System In-House Developed
Client Server Development Web Contact Log In-House Developed
Client Server Development Web Deltek Reports In-House Developed
Client Server Development Web Document Display System (DDS) In-House Developed
Client Server Development Web Docushare In-House Developed
Client Server Development Web Help Desk On-line In-House Developed
Client Server Development Web Mail Tracking System In-House Developed
Client Server Development Web MCS Reconcilliation Report In-House Developed
Client Server Development Web MICS In-House Developed
Client Server Development Web OCR Operator Report In-House Developed
Client Server Development Web
PETS or some call it PTS. (URL:
http://shbweb01/Pets_Prod/activity.asp) In-House Developed
Client Server Development Web PMI (Program Management Intranet) In-House Developed
Client Server Development Web Quality Database In-House Developed
Client Server Development Web Risk Assessment Survey In-House Developed
Client Server Development Web TrustSolution.com In-House Developed
Client Server Development Web TrustSolutionIntranet In-House Developed
Client Server Development Web UGSIntranet In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Web UGSMedicare.com In-House Developed
Client Server Development Web Internet PS and R In-House Developed
Client Server Development Web Provider Reports On-line In-House Developed
Client Server Development Web TS In-House Developed
Client Server Development Web Provider Profiles In-House Developed
Client Server Development Web Provider Voluntary Refund Tracking In-House Developed
Client Server Development Web Other In-House Developed
Client Server Development Web DataPhinder Third Party Application
Client Server Development Web Decipher Third Party Application
Client Server Development Web Deltek Time Third Party Application
Client Server Development Web Deltek Costpoint Third Party Application
Client Server Development Web EFI Digital StoreFront Third Party Application
Client Server Development Web Team applications (PTS, CPT, ITS, DSAU, SSD, CS) Third Party Application
Client Server Development Web VPC Policy Center Third Party Application
Client Server Development Desktop Application IKON PowerPress Third Party Application
Client Server Development Desktop Application Image EMC++ Environment Third Party Application
Client Server Development Desktop Application MARTI legacy EMS Third Party Application
Client Server Development Desktop Application MCSDT/Custom View NJ and NY Third Party Application
Client Server Development Desktop Application RightFax Third Party Application
Client Server Development Desktop Application S.M.A.R.T. Legacy EMS Third Party Application
Client Server Development Desktop Application Smeadlink Third Party Application
Client Server Development Desktop Application STAR Dbase Database Third Party Application
Client Server Development Desktop Application STARS Third Party Application
Client Server Development Desktop Application UA (Universal Access) Third Party Application
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application ACSACCES.EXE In-House Developed
Client Server Development Desktop Application ACSACES2.EXE In-House Developed
Client Server Development Desktop Application AdjFileDel.exe In-House Developed
Client Server Development Desktop Application AdjOver.exe In-House Developed
Client Server Development Desktop Application ADR Database In-House Developed
Client Server Development Desktop Application ADR Macro App In-House Developed
Client Server Development Desktop Application ADRBCR In-House Developed
Client Server Development Desktop Application ADS System In-House Developed
Client Server Development Desktop Application aFacSimile.ebm In-House Developed
Client Server Development Desktop Application Aged Data Macro In-House Developed
Client Server Development Desktop Application Aged.exe In-House Developed
Client Server Development Desktop Application Aged Claim Database - NJ In-House Developed
Client Server Development Desktop Application Aged Claim Database - NY In-House Developed
Client Server Development Desktop Application Ambulance/IDTF System In-House Developed
Client Server Development Desktop Application aMRpage3.ebm In-House Developed
Client Server Development Desktop Application ANSI 276 Creator In-House Developed
Client Server Development Desktop Application apls_Himr.ebm In-House Developed
Client Server Development Desktop Application Appeals Tracking System In-House Developed
Client Server Development Desktop Application Archived Hearing Database In-House Developed
Client Server Development Desktop Application ARS In-House Developed
Client Server Development Desktop Application AttachPage.exe In-House Developed
Client Server Development Desktop Application AttachSelect.exe In-House Developed
Client Server Development Desktop Application AutoDev.exe In-House Developed
Client Server Development Desktop Application BarCoder.exe In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application Batch Control System In-House Developed
Client Server Development Desktop Application Bene Complaint System In-House Developed
Client Server Development Desktop Application Beneficiary Outreach database In-House Developed
Client Server Development Desktop Application Bess Reporting Application In-House Developed
Client Server Development Desktop Application BIE.exe In-House Developed
Client Server Development Desktop Application Bohemia Requests In-House Developed
Client Server Development Desktop Application Bohemia_Load In-House Developed
Client Server Development Desktop Application Bohemia_Load.exe In-House Developed
Client Server Development Desktop Application BulkCollector.exe In-House Developed
Client Server Development Desktop Application BulkCollectorSNF.exe In-House Developed
Client Server Development Desktop Application Call Back System or Green Phone Icon In-House Developed
Client Server Development Desktop Application CarWrk.exe In-House Developed
Client Server Development Desktop Application CarWrkBackup.exe In-House Developed
Client Server Development Desktop Application CarWrkBackupNY.exe In-House Developed
Client Server Development Desktop Application CasePrep.exe In-House Developed
Client Server Development Desktop Application CCNRequest.exe In-House Developed
Client Server Development Desktop Application CCNRequestWritten.exe In-House Developed
Client Server Development Desktop Application CDR application In-House Developed
Client Server Development Desktop Application CESChiroClaims.exe In-House Developed
Client Server Development Desktop Application CheckImage.exe In-House Developed
Client Server Development Desktop Application CheckImg.exe In-House Developed
Client Server Development Desktop Application Checklist.exe In-House Developed
Client Server Development Desktop Application CSD Daily Checklist Job In-House Developed
Client Server Development Desktop Application ClaimCollector.exe In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application ClaimStandard In-House Developed
Client Server Development Desktop Application ClaimWorkLoad In-House Developed
Client Server Development Desktop Application Claims Tracking In-House Developed
Client Server Development Desktop Application ClmTrkUpd1p.exe In-House Developed
Client Server Development Desktop Application ClmTrkUpd1pNY.exe In-House Developed
Client Server Development Desktop Application CloseCCNs.exe In-House Developed
Client Server Development Desktop Application Coaching Database In-House Developed
Client Server Development Desktop Application Comment.exe In-House Developed
Client Server Development Desktop Application ComplaintScreening In-House Developed
Client Server Development Desktop Application ControlCalc.exe (Amount In Controversy) In-House Developed
Client Server Development Desktop Application Corr_CCN_Delete.exe (CCN Delete) In-House Developed
Client Server Development Desktop Application CQASauto.exe In-House Developed
Client Server Development Desktop Application Create Prod SSR In-House Developed
Client Server Development Desktop Application Credit Balance DB In-House Developed
Client Server Development Desktop Application CrossWriteFiles In-House Developed
Client Server Development Desktop Application Custom_View_Extra_Toolbar.exe (CC version) In-House Developed
Client Server Development Desktop Application Custom_View_Extra_Toolbar.exe (PPR version) In-House Developed
Client Server Development Desktop Application Custom_View_Prod.exe (MCSDT Prod Desktop Icon) In-House Developed
Client Server Development Desktop Application Custom_View_Prod.exe (MCSDT Prod Icon) In-House Developed
Client Server Development Desktop Application Custom_View_Tables.mdb In-House Developed
Client Server Development Desktop Application Custom_View_Tables2000.mdb In-House Developed
Client Server Development Desktop Application DailyZZSummary.exe In-House Developed
Client Server Development Desktop Application DCNBarCode In-House Developed
Client Server Development Desktop Application DCR Database In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application DEOL_Move_Loc.exe In-House Developed
Client Server Development Desktop Application DEOLHearings.exe In-House Developed
Client Server Development Desktop Application DevCoDel.exe In-House Developed
Client Server Development Desktop Application DevMsgCO.exe In-House Developed
Client Server Development Desktop Application Diag.exe In-House Developed
Client Server Development Desktop Application DOS_After_DOD_Check.exe In-House Developed
Client Server Development Desktop Application DSU Binder Reports In-House Developed
Client Server Development Desktop Application DSU Utilization Reports In-House Developed
Client Server Development Desktop Application EDSNETUpdate.exe In-House Developed
Client Server Development Desktop Application Empire_Forms2000.exe In-House Developed
Client Server Development Desktop Application Empire Forms System NJ In-House Developed
Client Server Development Desktop Application Empire_Forms2000.exe/Parts In-House Developed
Client Server Development Desktop Application Employ_Stnd In-House Developed
Client Server Development Desktop Application EMSALL.exe (NJ) In-House Developed
Client Server Development Desktop Application EMSALLNY.exe In-House Developed
Client Server Development Desktop Application EMSjp.exe In-House Developed
Client Server Development Desktop Application Express Plus In-House Developed
Client Server Development Desktop Application FMD (Finance Medigap Database) In-House Developed
Client Server Development Desktop Application Format_60_Day_Call.exe In-House Developed
Client Server Development Desktop Application GME Database In-House Developed
Client Server Development Desktop Application HBCRB040p.exe, HBCRB040pNY.exe In-House Developed
Client Server Development Desktop Application HBCRB041pNY.exe In-House Developed
Client Server Development Desktop Application Hearing Database Archive (97 format) In-House Developed
Client Server Development Desktop Application Hearings_2000 In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application HelpDesk Checker In-House Developed
Client Server Development Desktop Application Hi Screen Macro In-House Developed
Client Server Development Desktop Application HIC.exe In-House Developed
Client Server Development Desktop Application Himr.exe In-House Developed
Client Server Development Desktop Application HLA In-House Developed
Client Server Development Desktop Application HostIDSearch.exe In-House Developed
Client Server Development Desktop Application HostIDSearchA.exe In-House Developed
Client Server Development Desktop Application Image.exe In-House Developed
Client Server Development Desktop Application Infoman.exe In-House Developed
Client Server Development Desktop Application Inserts.exe In-House Developed
Client Server Development Desktop Application LetterCC.exe In-House Developed
Client Server Development Desktop Application LgCasePrep.exe In-House Developed
Client Server Development Desktop Application LOL Database In-House Developed
Client Server Development Desktop Application LOL_Database_NY In-House Developed
Client Server Development Desktop Application Loc22.exe In-House Developed
Client Server Development Desktop Application LVAM.exe In-House Developed
Client Server Development Desktop Application LVAMOIF.exe (NY) In-House Developed
Client Server Development Desktop Application MacroFileRead.exe In-House Developed
Client Server Development Desktop Application MARTI In-House Developed
Client Server Development Desktop Application MARTI HIGLAS Conv In-House Developed
Client Server Development Desktop Application MCS_Crosswalk In-House Developed
Client Server Development Desktop Application MEDATEST In-House Developed
Client Server Development Desktop Application Medicare Provider Payment Systems In-House Developed
Client Server Development Desktop Application Medicode.exe (DX Search) In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application MedPard.exe In-House Developed
Client Server Development Desktop Application menu.dot In-House Developed
Client Server Development Desktop Application MR Adj Amt In-House Developed
Client Server Development Desktop Application MR CERT correspondence System In-House Developed
Client Server Development Desktop Application MSNImport.exe In-House Developed
Client Server Development Desktop Application NJ Record Rentention DB In-House Developed
Client Server Development Desktop Application Non2Covrd.ebm In-House Developed
Client Server Development Desktop Application NonInv_All In-House Developed
Client Server Development Desktop Application NoPayMSNs.exe In-House Developed
Client Server Development Desktop Application NY Record Rentention DB In-House Developed
Client Server Development Desktop Application Opps project In-House Developed
Client Server Development Desktop Application Overpayment Database In-House Developed
Client Server Development Desktop Application Part A Database Archive In-House Developed
Client Server Development Desktop Application Phone Archive Database In-House Developed
Client Server Development Desktop Application Phone Database Archive (97 format) In-House Developed
Client Server Development Desktop Application PIP Excel Macro In-House Developed
Client Server Development Desktop Application POS_be.exe, POS.exe In-House Developed
Client Server Development Desktop Application Post Pay In-House Developed
Client Server Development Desktop Application Post Pay Macro/App In-House Developed
Client Server Development Desktop Application POTC In-House Developed
Client Server Development Desktop Application PPR In-House Developed
Client Server Development Desktop Application PPRFreq.exe In-House Developed
Client Server Development Desktop Application PrcGuid.mdb, PrcGdl.exe (MedRevPricing) In-House Developed
Client Server Development Desktop Application PrintLog.exe (Print 408) In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application prjD922.exe (D922) In-House Developed
Client Server Development Desktop Application prjInactivate In-House Developed
Client Server Development Desktop Application prjTracs In-House Developed
Client Server Development Desktop Application PRO.mdb In-House Developed
Client Server Development Desktop Application Pro_Dbase_Macro.exe In-House Developed
Client Server Development Desktop Application PROBE In-House Developed
Client Server Development Desktop Application Provider Prepay Database In-House Developed
Client Server Development Desktop Application ProvRem.exe In-House Developed
Client Server Development Desktop Application PS_R download In-House Developed
Client Server Development Desktop Application PTS Part A In-House Developed
Client Server Development Desktop Application PTS Part B In-House Developed
Client Server Development Desktop Application PTSsystem.exe, PTSsystem2000.exe In-House Developed
Client Server Development Desktop Application QA Operators Report In-House Developed
Client Server Development Desktop Application QIC In-House Developed
Client Server Development Desktop Application QIC Archive Database In-House Developed
Client Server Development Desktop Application QIC NJ In-House Developed
Client Server Development Desktop Application QIC NY In-House Developed
Client Server Development Desktop Application Recons Database Archive (97 format) In-House Developed
Client Server Development Desktop Application Recons_2000 In-House Developed
Client Server Development Desktop Application Recover Overpayments EGHP (SMC1085) In-House Developed
Client Server Development Desktop Application Recover Overpayments Insurers (SMCLab) In-House Developed
Client Server Development Desktop Application Reference.exe In-House Developed
Client Server Development Desktop Application RenumClms.exe In-House Developed
Client Server Development Desktop Application Reviews_2000 In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application Roster Bill In-House Developed
Client Server Development Desktop Application RMS In-House Developed
Client Server Development Desktop Application SADBUS Database In-House Developed
Client Server Development Desktop Application SafeSearch.exe In-House Developed
Client Server Development Desktop Application SanctionedLette.exe In-House Developed
Client Server Development Desktop Application ScreenCompare.exe In-House Developed
Client Server Development Desktop Application
Sectional_QC_FE.mdb, Sectional_QC_Staff_FE.mdb,
Sectional_QC_be.mdb In-House Developed
Client Server Development Desktop Application Sendr.exe In-House Developed
Client Server Development Desktop Application SHACK In-House Developed
Client Server Development Desktop Application SMC Log In-House Developed
Client Server Development Desktop Application SMC_Load In-House Developed
Client Server Development Desktop Application SMC_Load.exe In-House Developed
Client Server Development Desktop Application SNFDenial_Test.exe In-House Developed
Client Server Development Desktop Application SNFList.exe In-House Developed
Client Server Development Desktop Application SplitLine.exe In-House Developed
Client Server Development Desktop Application SRView.exe In-House Developed
Client Server Development Desktop Application Surging Provider Application In-House Developed
Client Server Development Desktop Application Susp.exe In-House Developed
Client Server Development Desktop Application Tacs Ltr Icon or TACS Letter Database In-House Developed
Client Server Development Desktop Application TAPCheckList.exe In-House Developed
Client Server Development Desktop Application TEA32 In-House Developed
Client Server Development Desktop Application Time-Off Request In-House Developed
Client Server Development Desktop Application Time-off request Archive In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development Desktop Application TimeOff.exe, TOS_be.mdb (Time Off System/DB) In-House Developed
Client Server Development Desktop Application United Health Care Part A Cases In-House Developed
Client Server Development Desktop Application United Health Care Part BA Cases In-House Developed
Client Server Development Desktop Application V1 Banking In-House Developed
Client Server Development Desktop Application V185.exe In-House Developed
Client Server Development Desktop Application V4 Screen In-House Developed
Client Server Development Desktop Application Various .ebm macros In-House Developed
Client Server Development Desktop Application Vscreen Macro In-House Developed
Client Server Development Desktop Application Part B Database Archive In-House Developed
Client Server Development Desktop Application PartsMacro.exe In-House Developed
Client Server Development Desktop Application PCFCheck.exe In-House Developed
Client Server Development Desktop Application Time_On_Hold.exe In-House Developed
Client Server Development Desktop Application Other In-House Developed
Client Server Development Desktop Application Appeals Log In-House Developed
Client Server Development Desktop Application Appeals Search Engine for DMERC In-House Developed
Client Server Development Desktop Application Appeals Search Engine for MED B In-House Developed
Client Server Development Desktop Application Compliance Tracking System In-House Developed
Client Server Development Desktop Application Credit Balance In-House Developed
Client Server Development Desktop Application Customer Service Workload In-House Developed
Client Server Development Desktop Application DCNQ (Document Control Number Query) In-House Developed
Client Server Development Desktop Application DCNQ (Document Control Number Query) for MCS In-House Developed
Client Server Development Desktop Application FTS (Fraud Tracking System) In-House Developed
Client Server Development Desktop Application HDS (Help Desk Software) In-House Developed
Client Server Development CITRIX HelpDesk In-House Developed
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Category Sub-Category One Sub-Category Two Sub-Category Three
Client Server Development CITRIX M.A.R.T.I. Queries In-House Developed
Client Server Development CITRIX MARRS (Medicare Appeals Review/Reporting System) In-House Developed
Client Server Development CITRIX MedLedger (a.k.a. ML Master) In-House Developed
Client Server Development CITRIX MIDAS (Mail Imaging Distribution Audit System) In-House Developed
Client Server Development CITRIX NGS Menu In-House Developed
Client Server Development CITRIX PAS (Provider Assessment System) In-House Developed
Client Server Development CITRIX PAS (Provider Assessment System) AE In-House Developed
Client Server Development CITRIX Provider Address Book (a.k.a. Reimbursement Provider) In-House Developed
Client Server Development CITRIX Provider Address Book (a.k.a. Reimbursement Provider) AE In-House Developed
Client Server Development CITRIX QC/QA Audit In-House Developed
Client Server Development CITRIX Security Central In-House Developed
Client Server Development CITRIX Subscriber In-House Developed
Client Server Development CITRIX TimeKeeper - external In-House Developed
Client Server Development CITRIX Vendor Screening In-House Developed
Client Server Development CITRIX PEICS In-House Developed
Client Server Development CITRIX Other In-House Developed
Client Server Development CITRIX M.A.R.T.I. Third Party Application
Client Server Development CITRIX S.M.A.R.T. Third Party Application
Client Server Development CITRIX Deltek Costpoint Third Party Application
Client Server Development CITRIX Deltek Cobra Third Party Application
Client Server Development IVR IVR (Interactive Voice Response) IVR
Client Server Development IVR IVR (Interactive Voice Response) (Custom Report Writer) IVR