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
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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.
1
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
10

Introducing software
requests
This chapter includes the following topics:
■About the software in the Software Portal
■About the approval of software requests
■Software request workflow
■Statuses of software requests in the Software Portal
■About request status notifications
About the software in the Software Portal
An administrator adds software to the SoftwarePortal and configures the settings
and the permissions that let users request the software. The terms that describe
these settings and permissions appear on the Software Portal pages where the
software is displayed.
Table 2-1 Terms that describe the software in the Software Portal
DescriptionTerm
The software that is in the Software Catalog and published to the
Software Portal for the current user.
Listed software is available for the user to request. If it is not
recommended for the current user, it does not appear on the user’s
Home page by default.
The term Listed can also apply to a request for listed software.
Listed
2
Chapter

Table 2-1 Terms that describe the software in the Software Portal (continued)
DescriptionTerm
Software that meets any of the following conditions:
■The software is not in the Software Catalog.
■The software is in the Software Catalog but is not published to the
Software Portal.
■The software is published to the Software Portal but not for the
current user.
Unlisted software cannot be delivered automatically on request.
The term Unlisted can also apply to a request for unlisted software.
Unlisted
The listed software that is pre-approved for a specific user. Typically,
the software that does not require a license is pre-approved. For
example, Adobe Reader and the Google Toolbar do not require a
license.
Approved software is delivered or scheduled for delivery as soon as
the user submits a request for it. No further action is needed.
The person who publishes the software to the Software Portal can
pre-approve it.
Approved
The listed software that is recommended for a specific user. For
example, the software that is part of the user’s set of core applications
should be recommended.
Recommended software appears on the user’sHome page by default.
The user can also display all the software that is published for them.
The person who publishes the software to the Software Portal can
designate it as recommended.
Recommended
See “About the Software Portal”on page 9.
About the approval of software requests
Every software request that is created in the Software Portal must be approved
before the software is installed. Different user roles can approve the software
requests, depending on the type of request and the stage of the software request
process.
Introducing software requests
About the approval of software requests
12

Table 2-2 Users who can approve software requests
When their approval is neededApprover
The Software Catalog administrator can pre-approve software
for specific users or groups when the software is published to
the Software Portal.
Pre-approval streamlines the request process by eliminating the
need for additional intervention from the manager, administrator,
or help desk. For example, the administrator can pre-approve a
group of software tools that users in a specific department
require.
Administrator,
Software Catalog
A request requires an administrator’s approval in the following
situations:
■When the user is not assigned to a manager
In this case, the request is sent directly to the administrator.
■When a manager is out of the office or does not respond to a
software request.
■When the request is for an unlisted software resource and
the manager assigns the request to the administrator
An unlisted software resource is not in the Software Catalog
or is not published to the Software Portal for the person who
creates the request. A request for an unlisted software
resource requires the manager or the administrator to take
additional action. A manager who has access to the software
can approve the request and provide the software to the user.
A manager who does not have access to the software can
approve the request and assign it to the administrator, who
can provide the software. For example, the administrator can
obtain new software or create a software delivery task.
Administrator,
Software Portal
A request requires a manager’s approval when the software is
not pre-approved for a user who is assigned to that manager. The
software can be listed or unlisted.
When a manager approves a request for listed software, the
software is delivered. When a manager approves a request for
unlisted software, the manager can choose to assign it to the
Software Portal administrator for additional action.
See “Processing a software request”on page 32.
Manager
Software request workflow
Figure 2-1 shows how a software request is processed through the SoftwarePortal.
13Introducing software requests
Software request workflow

See “About the Software Portal”on page 9.
This diagram does not illustrate the additional steps that are required to deliver
unlisted software. Unlisted software is either not in the Software Catalog or is
not published to the Software Portal. Therefore, it cannot be delivered
automatically and someone must take additional steps to deliver it.
See “About the approval of software requests”on page 12.
Introducing software requests
Software request workflow
14

Figure 2-1 Software request workflow diagram for listed software
Is a manager
assigned? No
No
Yes Yes
Approve
Approve
Deny
Deny
On Hold
On Hold
The end user
requests the
software
The manager
reviews the request
Is the software
approved?
The request is held
until further action is
taken
The administrator
reviews the request
Manager’s
decision
Administrator’s
decision
The request is
closed
The software is
delivered
The request is held
until further action is
taken
The request goes to
the manager and
administrator
Is the manager
available? No
Yes
15Introducing software requests
Software request workflow

Statuses of software requests in the Software Portal
The status of a software request indicates its place in the Software Portal approval
process. As a software request is processed, the user, manager, and administrator
can check its status at any time.
A software request is created when a user uses the Software Portal to request
software. A manager or an administrator processes a software request by changing
its status.
See “Processing a software request”on page 32.
Users of the Software Portal can check the status of software requests from the
following locations:
■Under the Request Status section on the user’sHome page, the Manager
Portal page, or the Administrator Portal page, depending on your user role.
■In any of the Request Details dialog boxes that appear when a request is
opened.
■In the reports that are available in the Symantec Management Console.
Typically, these reports are available to the administrator only.
■In the Web parts that are associated with the Software Portal.
Some of the statuses are used for reporting purposes only and do not appear on
any pages or dialog boxes in the Software Portal.
Table 2-3 Statuses of software requests in the Software Portal
DescriptionStatus
The request is approved and the software is either installed or
scheduled for installation.
Approved (Complete)
The request is for unlisted software and a manager approved it
and sent it to an administrator for approval.
Approved (Pending)
The user canceled the request.Canceled
A request is closed when it has any of the following statuses:
■Approved (Complete)
■Canceled
■Denied
The Closed status does not appear in the Request Status list or
in the Request Details dialog boxes. However, it is included in
the messages that appear when someone tries to edit a request
that is closed.
Closed
Introducing software requests
Statuses of software requests in the Software Portal
16

Table 2-3 Statuses of software requests in the Software Portal (continued)
DescriptionStatus
The manager or the administrator denied the request.Denied
An attempt to deliver the requested software was made and it
failed. This status describes the software delivery rather than
the software request. It appears on the Software Portal reports
and the Web parts that appear in the Symantec Management
Console.
Failure
The manager or the administrator placed the request on hold
pending further research.
For example, the manager might place a request on hold and
enter comments to ask the user to justify the need for the
software. The administrator might need to check the availability
of a license or obtain the software.
On Hold
The request is not closed. For example, an On Hold request is
considered to be Open.
Open
The request is approved and is scheduled for delivery.Scheduled
The user created the request but no one has taken further action
on it.
Submitted
The requested software was delivered successfully. This status
describes the software delivery rather than the software request.
It appears on the SoftwarePortal reports and the Web parts that
appear in the Symantec Management Console.
Success
See “About the software in the Software Portal”on page 11.
About request status notifications
The Software Portal can facilitate communication about software requests by
sending email messages automatically as a result of certain actions. An email
notice can be triggered when a software request’s status changes and when
someone adds a comment to a software request.
When you configure your user profile, you can specify for the receipt of email
messages about requests. These preferences become the default for any software
requests that you create or review. You can override the default email settings
for specific software requests.
See “Setting up the Software Portal with your user profile”on page 20.
17Introducing software requests
About request status notifications

The automated email messages ensure that you receive the most current
information about the software requests and prevent delays in processing them.
For example, the user creates a software request for a new application. The
manager denies the request because the user specified an obsolete version. Any
change to a software request’s status requires a comment to be entered. Therefore,
the manager’s denial can trigger an email to the user to explain why the request
is denied. As a result, the user can take immediate action to provide the required
information.
Introducing software requests
About request status notifications
18

Setting up your Software
Portal
This chapter includes the following topics:
■Opening the Software Portal
■Setting up the Software Portal with your user profile
■Software Portal: User Profile page
■Add User dialog box
Opening the Software Portal
The first time you open the Software Portal, the User Profile page appears.
See “Software Portal: User Profile page”on page 21.
After you have set up your user profile, the Software Portal opens your Home
page.
See “Software Portal: Home page”on page 24.
Note: The Software Portal might not open properly on a computer that runs
Windows Server 2003 or 2008. This problem occurs when the computer’s browser
security settings are set to High, which disables the following Security Settings
option: Launching Programs and Files in an IFRAME. Because the Home page
in the SoftwarePortal uses the IFRAME element, the page is not rendered properly.
To inquire about changing your browser’s security settings, contact your
organization’s system administrator.
3
Chapter

To open the Software Portal
◆Take one of the following actions:
■Double-click the Software Portal shortcut on your Desktop.
■On the Start menu, click Programs > Altiris > Software Portal
■Right-click the Symantec Management Agent icon in the notification
area and on the agent menu, click Software Portal.
The Software Portal might not be available from all these places on your
computer.
Setting up the Software Portal with your user profile
The administrator installs the Software Portal on individual computers and
provides information about how you can access it. Before you can request or
approve software in the Software Portal, you must configure your user profile.
Your user profile contains the information that identifies you in the Software
Portal. If you are a manager, you also specify the users whose software requests
you can process.
You can also specify your preferences for the receipt of email messages about
requests.
See “About request status notifications”on page 17.
To configure your user profile in the Software Portal
1To open the Software Portal, do one of the following:
■Double-click the Software Portal shortcut on your Desktop.
■On the Start menu, click Programs > Altiris > Software Portal
■Right-click the Symantec Management Agent icon in the notification
area and on the agent menu, click Software Portal.
Note: The Software Portal might not be available from all these places on
your computer.
2Click User Profile.
The first time that you access the Software Portal, the User Profile tab
appears automatically.
Setting up your Software Portal
Setting up the Software Portal with your user profile
20