Using Altiris Help Desk, hyperlinks could be created to create tickets with certain fields pre-populated, such as Category, Priority, Title, and text in the Comment field, so users can enter additional specific information.
This is needed, because there are numerous departments using Help Desk,
and the tickets can be easily routed to the correct group. The I.T. Helpdesk does not see tickets that are routed to the other groups. When a user selects the "Building Maintenance" form, it is routed directly to that group.
In Service Desk (we are using 8.0), within the Submit Incident (Advanced) form, the information can be populated by using templates. It is the templates that can be used to route Incident tickets to the correct group.
Shortcuts to both the Report Incident and Submit Incident (Advanced) can be made available on the company intranet simply by copying the form properties, and replacing 'localhost' with server name.
However, I have not been able to come up with a way to make a selected template available.
Copying the properties cannot be used, because a SessionID is generated when template is chosen;
a new session must be established for another user, or even another browser session.
Is there a way to make the populated templates available, preselected on the Submit Incident (Advanced) form?
I am certain forms can be created in Workflow with the information, but this would be creating and publishing a couple of dozen new forms.
Using Help Desk links, which are available on company intranet:
Using Service Desk template; have not been able to make available on intranet:
