Chapter 10 Using The Amp Helpdesk; Helpdesk Overview; Enabling Helpdesk; Monitoring Incidents With Helpdesk - Dell PowerConnect W-Airwave User Manual

This chapter presents the functions, configuration, and use of the Dell PowerConnect W-AirWave Helpdesk and
includes the following sections:
"Helpdesk Overview" on page 253

"Enabling Helpdesk" on page 253

"Monitoring Incidents with Helpdesk" on page 253

"Creating a New Incident with Helpdesk" on page 255

"Creating New Snapshots or Incident Relationships" on page 256

"Using the Helpdesk Tab with an Existing Remedy Server" on page 256


Helpdesk Overview

The Helpdesk module of the AMP allows front-line technical support staff to take full advantage of the data
available in AMP. The AMP Helpdesk includes the following features and functions, with additional features
described in this chapter:
The Helpdesk tab appears to the right of the Home tab.

Users with an Admin role have the Helpdesk option enabled by default.

Admin users can make the Helpdesk available to users of any role by selecting the enabled radio button on the

role detail page. To edit existing roles, select the pencil icon next to a role on the AMP Setup > Roles page.
The AMP Helpdesk allows you to document incidents associated with users on the network.

Installing Remedy allows you to disable Helpdesk, and use AMP as an interface for creating, viewing, and

editing incidents on the existing Remedy server. You can also associate snapshots with Remedy incidents and
store them on your AMP.
The option to use an external Remedy server is disabled by default. Navigate to the Helpdesk > Setup page to
enable Remedy. See
information on how to integrate AMP with a Remedy server.

Enabling Helpdesk

To make Helpdesk tabs visible in AMP, navigate to AMP Setup > General, and set the Enable Helpdesk field to
Yes in the AMP Features section of the page.

Monitoring Incidents with Helpdesk

For a complete list of incidents, or to open a new incident, navigate to the Helpdesk > Incidents page.
186 illustrates the components of the AMP Helpdesk Incidents page.
Dell PowerConnect W-AirWave | User Guide
"Using the Helpdesk Tab with an Existing Remedy Server" on page 256
Chapter 10
Using the AMP Helpdesk
for more
Figure
Using the AMP Helpdesk | 253