Using The Awms Helpdesk; Awms Helpdesk Overview; Monitoring Incidents With Helpdesk - Dell PowerConnect W-Airwave User Manual

This chapter presents the functions, configuration, and use of the AWMS Helpdesk and includes the following
sections:
"AWMS Helpdesk Overview" on page 247

"Monitoring Incidents with Helpdesk" on page 247

"Creating a New Incident with Helpdesk" on page 249

"Creating New Snapshots or Incident Relationships" on page 250

"Using the Helpdesk Tab with an Existing Remedy Server" on page 251


AWMS Helpdesk Overview

The Helpdesk module of the AirWave Wireless Management Suite allows front-line technical support staff to
take full advantage of the data available in the AirWave Wireless Management Suite. The AWMS 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 AWMS Helpdesk allows you to document incidents associated with users on the network.

Installing Remedy allows you to disable Helpdesk, and use AWMS 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 AWMS.
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 AWMS with a Remedy server.

Monitoring Incidents with Helpdesk

For a complete list of incidents, or to open a new incident, navigate to the Helpdesk > Incidents page.
182 illustrates the components of the AWMS Helpdesk Incidents page.
Dell PowerConnect W AirWave 7.2 | User Guide
"Using the Helpdesk Tab with an Existing Remedy Server" on page 251
Chapter 10

Using the AWMS Helpdesk

Using the AWMS Helpdesk | 247
for more
Figure