We are looking at ways to simplify our helpdesk ticketing system, and reduce the amount of error with routing tickets to the correct internal group. I was thinking that when we have an auto-generated alert, we could parse our ticket system or the alert to automatically insert information into a template that has a clickable link for Dameware.
For example, alert comes in, and the helpdesk person has to try 3 steps before escalating the ticket to another group. I would like step 1 to be "click this link to launch the remote computer" and have it launch Dameware to the specified host (assuming the Dameware application exists on that person's computer, and that they have the credentials stored that will allow them access). Step 2 would be "open services", step 3 "restart service x". But everything is in the ticket for them, so they don't have to go sifting through a policy/procedure or a manual on how to do everything.
I don't know if this is possible because you'd be launching an application rather than a URL, or if you can create a dameware link for a specific host. I haven't found a way to do that.
