Creating A New Incident With Helpdesk - Dell PowerConnect W-Airwave User Manual

Creating a New Incident with Helpdesk

To create a new Helpdesk incident, select Add New Incident underneath the top table. This launches and
displays an incident edit page, as illustrated in
Figure 187 Add Incident Page Illustration
Table 138 Helpdesk Incident Edit Page Fields
Field
Summary
State
Description
NOTE: The Incidents portion of the Alert Summary table on other AMP pages only increments the counter for incidents that are
open and associated to an AP. This field displays incidents based on the Top folder on this page and on the Home > Overview page.
Incidents not related to devices in that folder are not counted in the Alert Summary table on other pages. To view all incidents
including those not associated to an AP, use the Helpdesk > Incidents page.
Helpdesk icons appear at the top of other AMP pages, allowing graphical snapshots and other records to be
associated to existing incidents. These appear next to the Help link. Refer to
Figure 188 Helpdesk Icons on Additional Pages
Table 139
Table 139 Helpdesk Icon Components
Icon
Current
Incident
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Description
Displays user-entered text that describes a short summary of the incident
Provides a drop-down menu with the options "Open" or "Closed"
Provides a longer user-entered text area for a thorough description of the incident.
describes the Helpdesk icon components.
Description
(ID number and description) Identifies the current incident of focus in the Helpdesk header. Selecting the link
brings up the Incident Edit page (see above). Mousing over the incident brings up a summary popup of the
incident.
Relates the device, group or client to the incident (see below for more details).
Attaches a snapshot of the page to the incident. This feature can be used to record a screenshot of information
and preserve it for future troubleshooting purposes.
Creates a new incident report.
Choose a new incident from the list of created incidents to be the Current Incident (see description of icon
above).
Figure 187. The page contents are described in Table 138.
Figure 188.
Using the AMP Helpdesk | 255