Enterprise Server Options - Helpdesk Defaults
The Helpdesk Defaults page is used to specify defaults used when sending alerts to third party helpdesk applications.
If a rule is triggered with the action of Raise Helpdesk Ticket, or as a right-click | Send Alert As | Helpdesk Email directly from an Enterprise Console Alert is selected, the default information entered in this dialog can be used to generate an email that when received by the third party helpdesk application, can automatically raise a ticket.
Helpdesk Defaults section
Specify Helpdesk Defaults
Check this box to specify helpdesk defaults when sending alerts from Enterprise Console.
From
Check this box to enable the entry of the default sender details.
To
Enter the default recipient details to where the alert message is sent. This is usually a generic helpdesk email address.
Click 
Address Book to open the Instant Alert Address Book from where pre-defined email users and helpdesk entries can be selected.
Subject
Enter the default text for the helpdesk message subject title. This could be something simple such as Enterprise ConsoleAlert to identify the origins of the message. The default setting is 'Alert From' followed by the name of the device '&N' and the IP Address or Host name '(&A)'.
Example
Displays a textual example of how the message is generated using the current selections in the Subject and Content fields.
Variables
Use variables to assist in the building of the message content. Send Alert as Email/SMS substitution variables comprise:
- Alert Variables: (such as Date, Time, Source, Type and so on)
- Device Variables: (such as Name, IP Address, Group name and so on)