Dell PowerConnect W-Airwave 7.2 Manual de usuario descargar pdf (Pagina 252)

252 | Using the AWMS Helpdesk Dell PowerConnect W AirWave 7.2 | User Guide

Figure 187 Helpdesk > Incidents with Remedy Enabled

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 and Table 142 for additional illustration and explanation.

Figure 188 Helpdesk > Incidents > Add a New Remedy Incident Page Illustration

Table 141 Helpdesk > Incidents Components with Remedy Enabled

Field Description

Incident Number Displays a unique identifier for each incident; assigned by the Remedy installation.

Summary Contains a brief incident summary as entered by AWMS or Remedy user.

Status Displays the status as chosen by AWMS or the Remedy user:

 New

 Assigned

 In Progress

 Pending

 Resolved

 Closed

 Cancelled

Assignee Assigned by Remedy installation; cannot be changed in AWMS.

Urgency Displays the urgency level, as chosen by the AWMS or Remedy User:

 1 - Critical

 2 - High

 3 - Medium

 4 - Low

Table 142 Helpdesk > Incidents > Add a New Remedy Incident Fields

Field Description

Customer First and Last

Name

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.

Impact

 1 - Extensive/Widespread (default)

 2 - Significant/Large

 3 - Moderate/Limited

 4- Minor/Localized

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Dell PowerConnect W-Airwave 7.2 Manual de usuario Pagina 252