Dell PowerConnect W-Airwave User Manual page 252

Figure 187 Helpdesk > Incidents with Remedy Enabled
Table 141 Helpdesk > Incidents Components with Remedy Enabled
Field
Incident Number
Summary
Status
Assignee
Urgency
To change the current incident in the Helpdesk header, select Unselect Current Incident. To add a new
Remedy incident, select Add. To edit an existing Remedy incident, select the pencil icon next to the incident
you wish to edit. Refer to
Figure 188 Helpdesk > Incidents > Add a New Remedy Incident Page Illustration
Table 142 Helpdesk > Incidents > Add a New Remedy Incident Fields
Field
Customer First and Last
Name
Impact
252 | Using the AWMS Helpdesk
Description
Displays a unique identifier for each incident; assigned by the Remedy installation.
Contains a brief incident summary as entered by AWMS or Remedy user.
Displays the status as chosen by AWMS or the Remedy user:
New

Assigned

In Progress

Pending

Resolved

Closed

Cancelled

Assigned by Remedy installation; cannot be changed in AWMS.
Displays the urgency level, as chosen by the AWMS or Remedy User:
1 - Critical

2 - High

3 - Medium

4 - Low

Figure 188 and Table 142
Description
These must match exactly a customer that already exists on the Remedy server. There is no way to
create a new customer from AWMS or to search Remedy customers remotely.
1 - Extensive/Widespread (default)

2 - Significant/Large

3 - Moderate/Limited

4- Minor/Localized

for additional illustration and explanation.
Dell PowerConnect W AirWave 7.2 | User Guide