Dell PowerConnect W-Airwave User Manual page 300

Table 148 Components of Helpdesk > Setup with Remedy Enabled
Field
Remedy Enabled
Middle Tier Host
Port
SOAP URL
Server
Timeout
Username
Password and Confirm
Password
Once the server settings have been saved and applied, Helpdesk features become disabled. AWMS then displays
incident data pulled from the Remedy server and push changes back. With the exception of snapshots, AWMS
does not store any Remedy data locally.
To view Remedy incidents in AWMS, navigate to the Helpdesk > Incidents tab.
appearance and
Figure 214 Helpdesk > Incidents with Remedy Enabled
Table 149 Helpdesk > Incidents Components with Remedy Enabled
Field
Incident Number
Summary
Status
300 | Using the AWMS Helpdesk
Description
If no (default) is selected, the existing AWMS Helpdesk functionality is available. If yes is selected, the
Helpdesk functionality is disabled and the Helpdesk tab can be configured for use with an existing
Remedy server. Fields for server data appear only when Remedy is enabled.
The location of the Remedy installation's web server.
The port for the HTTP interface with the web server (this is likely 8080, but there is no default value in
AWMS).
Gateway for web services on Remedy's middle tier host. This is usually arsys/services/ARService, but
there is no default value in AWMS.
The location of the backend server where Remedy data is stored.
The timeout for HTTP requests (60 seconds by default).
Username for an existing Remedy account; the role of this user defines the visibility AWMS will have
into the Remedy server.
The password for the Remedy user account.
Table 149 describes the components of this page.
Description
Displays a unique identifier for each incident; assigned by the Remedy installation.
Contains a brief incident summary as entered by AWMS or Remedy user.
Displays the status as chosen by AWMS or the Remedy user:
New

Assigned

In Progress

Pending

Resolved

Closed

Cancelled

Figure 214 illustrates the
Dell PowerConnect W AirWave 7.1 | User Guide