Help Desk Policy: Configuration

The Help Desk policy determines the choices provided in the Help Desk user interface. Use this page to provide configuration settings for this Help Desk policy. You can have several policies and associate them with different Users, Groups, or containers.

Allow User to Launch the Help Requester
If this option is not enabled, users will not be able to open the Help Requester program. You may want to disable this option if the Help Desk system is down.

Allow User to Send Trouble Tickets from the Help Requester
If this option is not enabled, the Mail for Help option won't display in the user interface. You may want to disable this option when a known problem is pervasive enough to cause you to receive many unwanted e-mails.

Trouble Ticket Delivery Mode
Specify an e-mail delivery method for the help requests sent by users. Choose from GroupWise or MAPI.

You can receive trouble tickets by e-mail or you can have users telephone requests for help. If your e-mail system does not appear in this list, select MAPI, which is a generic mail call built in to Windows*.

Trouble Ticket Subject Lines
Create a list of possible categories for help requests. Use the [...] button to add new categories. For example, you can create such categories as Printing Problem, Server Down, or Application Problem.


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