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

Figure 212 Relationships and Snapshots on the Incident Edit Page

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, click the Yes button 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. Figure 213 illustrates this appearance, and
Table 148 describes the components. For more details, see "Creating New Snapshots or Incident Relationships"
on page 298.
Figure 213 Helpdesk > Setup with Remedy Enabled
Dell PowerConnect W AirWave 7.1 | User Guide Using the AWMS Helpdesk | 299