Using The Helpdesk Tab With An Existing Remedy Server - Dell PowerConnect W-Airwave User Manual

Using the Helpdesk Tab with an Existing Remedy Server

If an external Remedy server exists, you can use the AWMS Helpdesk tab to create, view and edit incidents on
the Remedy server. AWMS can only support integration with a Remedy server if it is a default installation of
Remedy 7.0 with no changes to the web service definitions.
To use the Helpdesk tab with a Remedy server, first navigate to the Helpdesk > Setup page. In the BMC
Remedy Setup area, select Yes to enable Remedy. This launches a set of fields for information about the Remedy
server. Once enabled to use Remedy, the Helpdesk header icons work in the same way for a Remedy-configured
Helpdesk as they do for the default AWMS Helpdesk.
describes the components. For more details, see
page 250.
Figure 186 Helpdesk > Setup with Remedy Enabled
Table 140 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
Dell PowerConnect W AirWave 7.2 | User Guide
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 used 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 141 describes the components of this page.
Figure 186 illustrates this appearance, and
"Creating New Snapshots or Incident Relationships" on
Table 140
Figure 187 illustrates the
Using the AWMS Helpdesk | 251