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

Clicking the pencil icon next to any incident opens an edit page where you can modify and update the incident.
An incident can be deleted by selecting the checkbox next to it and clicking the Delete button at the bottom of
the table.
Table 145 AWMS Helpdesk > Incidents Bottom Table
Column
ID
Summary
State
Opened By
Related
Created
Updated

Creating a New Incident with Helpdesk

To create a new Helpdesk incident, click the Add New Incident button underneath the top table. This launches
and displays an incident edit page, as illustrated in
146.
Figure 210 Add Incident Page Illustration
Table 146 Helpdesk Incident Edit Page Fields
Field
Summary
State
Description
Dell PowerConnect W AirWave 7.1 | User Guide
Description
Displays the ID number of the incident, which is assigned automatically when the incident is logged.
Presents a summary statement of the issue or problem—entered by the AWMS user when the incident
is created.
The current state of the incident - this can be either open or closed. The drop-down menu at the top of
the column can be used to show only open or closed incidents. The default is to show incidents of both
states.
Displays the username of the AWMS user who opened the incident. Helpdesk can be made available to
users of any role by selecting the enabled radio button on the Role Detail page. Click the pencil icon
next to a role on the AWMS Setup > Roles page.
Displays the number of items that have been associated to the incident. These link different groups, APs
or clients to the incident report.
Displays the time and date the incident was created.
Displays the time and date the incident was last modified by an AWMS user.
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.
Figure 210. The contents of this page are described in Table
Using the AWMS Helpdesk | 297