How do I remove a worker from Helpdesk?
Workers should not be removed from Helpdesk because that would adversely impact the underlying database relationships between the worker, assets, incidents, and so on.
Removing Workers from the database puts your database in an unsupported state. If you have already removed a worker from the database, you will need to restore your database to a point in time that the worker was still there in order to return to a supported state.
Note 1: For this reason, Helpdesk does not provide a "Delete Worker" option.
Note 2: This information also applies to Queues (which are virtual workers).
If a worker's access to Helpdesk needs to be removed because of employment status changes or role changes, you should change the status of the worker to inactive in Helpdesk.
Changing status of a worker in Helpdesk to inactive
- In the Altiris Console click Incidents tab.
- In the left column, click Workers > List Workers.
- In the right pane, select the worker you want to set to inactivate and click the pencil (edit) icon in the pane’s toolbar.
- When the Edit Worker - <workername> page appears, uncheck the Active box.
- Click OK.
This will change the worker to be inactive. The worker will still show in the worker list, but with a status of “Inactive” in the List Workers pane.
In addition to changing status to inactive, changing the the Worker's corresponding Contact status to inactive may be necessary if the person should no longer be an active contact. (Note: In some cases, a person may be a worker which automatically makes him or her a contact. If the person's role changes and he or she is no longer a worker, he or she may still need to be an active contact.)
See article 36014 for instructions on how to set a contact's status to inactive.