Symantec ALTIRIS CLIENT MANAGEMENT SUITE 7.0 SP2 -... User manual

Altiris™Software Portal from

Symantec User Guide

Version 7.0 SP2

Software Portal User Guide

The software described in this book is furnished under a license agreement and may be used

only in accordance with the terms of the agreement.

Documentation version 7.0 SP2, revised 08 March 2010

Legal Notice

Symantec, the Symantec Logo, and Altiris are trademarks or registered trademarks of

Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be

trademarks of their respective owners.

The product described in this document is distributed under licenses restricting its use,

copying, distribution, and decompilation/reverse engineering. No part of this document

may be reproduced in any form by any means without prior written authorization of

Symantec Corporation and its licensors, if any.

THE DOCUMENTATION IS PROVIDED "AS IS" AND ALL EXPRESS OR IMPLIED CONDITIONS,

REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF

MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT,

ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO

BE LEGALLY INVALID. SYMANTEC CORPORATION SHALL NOT BE LIABLE FOR INCIDENTAL

OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING,

PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE INFORMATION CONTAINED

IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE.

The Licensed Software and Documentation are deemed to be commercial computer software

as defined in FAR 12.212 and subject to restricted rights as defined in FAR Section 52.227-19

"Commercial Computer Software - Restricted Rights" and DFARS 227.7202, "Rights in

Commercial Computer Software or Commercial Computer Software Documentation", as

applicable, and any successor regulations. Any use, modification, reproduction release,

performance, display or disclosure of the Licensed Software and Documentation by the U.S.

Government shall be solely in accordance with the terms of this Agreement.

Symantec Corporation

350 Ellis Street

Mountain View, CA 94043

http://www.symantec.com

Technical Support

Symantec Technical Support maintains support centers globally. Technical

Support’s primary role is to respond to specific queries about product features

and functionality. The Technical Support group also creates content for our online

Knowledge Base. The Technical Support group works collaboratively with the

other functional areas within Symantec to answer your questions in a timely

fashion. For example, the Technical Support group works with Product Engineering

and Symantec Security Response to provide alerting services and virus definition

updates.

Symantec’s maintenance offerings include the following:

■A range of support options that give you the flexibility to select the right

amount of service for any size organization

■Telephone and Web-based support that provides rapid response and

up-to-the-minute information

■Upgrade assurance that delivers automatic software upgrade protection

■Global support that is available 24 hours a day, 7 days a week

■Advanced features, including Account Management Services

For information about Symantec’s Maintenance Programs, you can visit our Web

site at the following URL:

www.symantec.com/techsupp/

Contacting Technical Support

Customers with a current maintenance agreement may access Technical Support

information at the following URL:

www.symantec.com/techsupp/

Before contacting Technical Support, make sure you have satisfied the system

requirements that are listed in your product documentation. Also, you should be

at the computer on which the problem occurred, in case it is necessary to replicate

the problem.

When you contact Technical Support, please have the following information

available:

■Product release level

■Hardware information

■Available memory, disk space, and NIC information

■Operating system

■Version and patch level

■Network topology

■Router, gateway, and IP address information

■Problem description:

■Error messages and log files

■Troubleshooting that was performed before contacting Symantec

■Recent software configuration changes and network changes

Licensing and registration

If your Symantec product requires registration or a license key, access our technical

support Web page at the following URL:

www.symantec.com/techsupp/

Customer service

Customer service information is available at the following URL:

www.symantec.com/techsupp/

Customer Service is available to assist with the following types of issues:

■Questions regarding product licensing or serialization

■Product registration updates, such as address or name changes

■General product information (features, language availability, local dealers)

■Latest information about product updates and upgrades

■Information about upgrade assurance and maintenance contracts

■Information about the Symantec Buying Programs

■Advice about Symantec's technical support options

■Nontechnical presales questions

■Issues that are related to CD-ROMs or manuals

Maintenance agreement resources

If you want to contact Symantec regarding an existing maintenance agreement,

please contact the maintenance agreement administration team for your region

as follows:

[email protected]Asia-Pacific and Japan

[email protected]Europe, Middle-East, and Africa

[email protected]North America and Latin America

Additional enterprise services

Symantec offers a comprehensive set of services that allow you to maximize your

investment in Symantec products and to develop your knowledge, expertise, and

global insight, which enable you to manage your business risks proactively.

Enterprise services that are available include the following:

These solutions provide early warning of cyber attacks, comprehensive threat

analysis, and countermeasures to prevent attacks before they occur.

Symantec Early Warning Solutions

These services remove the burden of managing and monitoring security devices

and events, ensuring rapid response to real threats.

Managed Security Services

Symantec Consulting Services provide on-site technical expertise from

Symantec and its trusted partners. Symantec Consulting Services offer a variety

of prepackaged and customizable options that include assessment, design,

implementation, monitoring, and management capabilities. Each is focused on

establishing and maintaining the integrity and availability of your IT resources.

Consulting Services

Educational Services provide a full array of technical training, security

education, security certification, and awareness communication programs.

Educational Services

To access more information about Enterprise services, please visit our Web site

at the following URL:

www.symantec.com

Select your country or language from the site index.

Technical Support ............................................................................................... 3

Chapter 1 Introducing the Software Portal ........................................ 9

About the Software Portal ............................................................... 9

What you can do with the Software Portal ........................................ 10

Chapter 2 Introducing software requests ......................................... 11

About the software in the Software Portal ........................................ 11

About the approval of software requests ........................................... 12

Software request workflow ............................................................ 13

Statuses of software requests in the Software Portal ........................... 16

About request status notifications ................................................... 17

Chapter 3 Setting up your Software Portal ....................................... 19

Opening the Software Portal .......................................................... 19

Setting up the Software Portal with your user profile .......................... 20

Software Portal: User Profile page ................................................... 21

Add User dialog box ...................................................................... 22

Chapter 4 Requesting software ........................................................... 23

Requesting software in the Software Portal ....................................... 23

Software Portal: Home page ........................................................... 24

Request Confirmation dialog box, Unlisted Request Confirmation

dialog box ............................................................................. 25

Reviewing or adding comments to a software request ......................... 27

Request Details dialog box ............................................................. 28

Canceling a software request .......................................................... 28

Installing approved software .......................................................... 29

Chapter 5 Managing software requests ............................................ 31

Finding and filtering software requests on the Manager Portal

page .................................................................................... 31

Processing a software request ........................................................ 32

Contents

Software Portal: Manager Portal page .............................................. 33

Index .................................................................................................................... 35

Contents8

Introducing the Software

Portal

This chapter includes the following topics:

■About the Software Portal

■What you can do with the Software Portal

About the Software Portal

The Software Portal lets users submit requests and install software through a

Web-based interface with little or no administrator involvement. This self-service

approach to software delivery reduces help desk calls and simplifies the process

of requesting and delivering software. Because the SoftwarePortal uses predefined

software information and delivery settings, it can automate most of the deliveries

that result from the software requests.

The administrator who sets up the Software Catalog decides which software each

user or group of users is allowed and specifies which software requires approval.

These settings determine the amount of intervention that is required for specific

software requests. Requests for pre-approved software require no further action

from anyone. Requests for other standard software require approval from a

manager or an administrator but upon approval, the software delivery is automatic.

Only the requests for non-standard software require the manager or the

administrator to take further action to deliver the software.

The SoftwarePortal is installed on the client computers. Therefore, the users can

create requests and the managers can approve the requests without requiring

access to the Symantec Management Console.

The Software Portal supports requests for Windows and Mac OS software.

See “Software request workflow ”on page 13.

Chapter

See “Requesting software in the Software Portal”on page 23.

See “Processing a software request”on page 32.

What you can do with the Software Portal

The actions that you can perform in the Software Portal are as follows:

■Configure your profile to enter your user information and preferences.

See “Setting up the Software Portal with your user profile”on page 20.

■Request software. (Windows and Mac OS only)

You can request the software that is standard for your organization, which is

known as listed software. You also can request non-standard software, which

is known as unlisted software. For example, unlisted software can be a special

utility that you need for your work but that no one else in the organization

needs.

See “Requesting software in the Software Portal”on page 23.

■Review and manage your software requests.

See “Reviewing or adding comments to a software request”on page 27.

See “Canceling a software request”on page 28.

■Review the software requests and approve or deny them, if you are a manager.

See “Processing a software request”on page 32.

Some requests might also need an administrator’s approval.

Introducing the Software Portal

What you can do with the Software Portal

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