Dell PowerConnect W AirWave 7.1
| User Guide
Using the AWMS Helpdesk |
301
To change the current incident in the Helpdesk header, click the
Unselect Current Incident
button. To add a
new Remedy incident, click the
Add
button. To edit an existing Remedy incident, click the pencil icon next to
the incident you wish to edit. Refer to
Figure 215
and
Table 150
for additional illustration and explanation.
Figure 215
Helpdesk > Incidents > Add a New
Remedy Incident
Page Illustration
Once an incident has been created, click the pencil icon in the incident list to edit the information. The status or
urgency can be changed as the case progresses, and more detailed information about the incident can be added.
Snapshots can also be related to Remedy incidents in the manner described in the Helpdesk section above.
However, snapshots are only stored locally on the AWMS server—they are not pushed to the Remedy server.
Assignee
Assigned by Remedy installation; cannot be changed in AWMS.
Urgency
Displays the urgency level, as chosen by the AWMS or Remedy User:
1 - Critical
2 - High
3 - Medium
4 - Low
Table 150
Helpdesk > Incidents > Add a New Remedy Incident
Fields
Field
Description
Customer First and Last
Name
These must match exactly a customer that already exists on the Remedy server. There is no way to
create a new customer from AWMS or to search Remedy customers remotely.
Impact
1 - Extensive/Widespread (default)
2 - Significant/Large
3 - Moderate/Limited
4- Minor/Localized
Urgency
1 - Critical (default)
2 - High
3 - Medium
4 - Low
Summary
Free-form text field.
Table 149
Helpdesk > Incidents
Components with Remedy Enabled
Field
Description
Note: A new incident is not created if the customer First and Last name do not exist on the Remedy server. However, in this
scenario, there is no failure message or warning that the incident was not created.
Summary of Contents for PowerConnect W Airwave 7.1
Page 1: ...Dell PowerConnect W AirWave Version 7 1 User Guide ...
Page 10: ...10 Dell PowerConnect W AirWave 7 1 User Guide ...
Page 30: ...30 Installing AWMS Dell PowerConnect W AirWave 7 1 User Guide ...
Page 194: ...194 Creating and Using Templates Dell PowerConnect W AirWave 7 1 User Guide ...
Page 260: ...260 Performing Daily Administration in AWMS Dell PowerConnect W AirWave 7 1 User Guide ...
Page 294: ...294 Creating Running and Emailing Reports Dell PowerConnect W AirWave 7 1 User Guide ...
Page 302: ...302 Using the AWMS Helpdesk Dell PowerConnect W AirWave 7 1 User Guide ...
Page 304: ...304 Package Management for AWMS Dell PowerConnect W AirWave 7 1 User Guide ...
Page 308: ...308 Third Party Security Integration for AWMS Dell PowerConnect W AirWave 7 1 User Guide ...
Page 314: ...314 Access Point Notes Dell PowerConnect W AirWave 7 1 User Guide ...
Page 316: ...316 Initiating a Support Connection Dell PowerConnect W AirWave 7 1 User Guide ...
Page 318: ...318 Cisco Clean Access Integration Perfigo Dell PowerConnect W AirWave 7 1 User Guide ...
Page 330: ...330 Third Party Copyright Information Dell PowerConnect W AirWave 7 1 User Guide ...
Page 334: ...334 Index Dell PowerConnect W AirWave 7 1 User Guide ...
