Users Guide

254 | Using the AMP Helpdesk Dell PowerConnect W-AirWave |Version 7.3
Figure 186 Helpdesk > Incidents Page Illustration
The table in Helpdesk > Incidents displays the count of incidents by state and by time. You can sort incidents
from within any category of information, whether in sequential or reverse-sequential order. You can display all
incidents, or strictly open or closed incidents, and you can display incidents according to the person who created
them. Finally, the Helpdesk > Incidents page allows you to add or delete incidents.
The table at the bottom of the page, as described in Table 137 below, summarizes the incidents that have been
reported thus far, and which AMP has not yet purged.
Using the Closed Helpdesk Incidents field in AMP Setup > General, set the number of days that AMP is to
retain records of closed Helpdesk incidents. Setting this value to 0 disables this function.
Selecting 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 selecting Delete.
Table 136 Helpdesk > Incidents Top Table
Column Description
State Displays three states as they apply, as follows:
 Open (currently under investigation)
 Closed (resolved)
 The total incident count
Period of time and Total Shows the count of incidents in the last two hours, the last day, and the total count.
Table 137 AMP Helpdesk > Incidents Bottom Table
Column Description
ID Displays the ID number of the incident, which is assigned automatically when the incident is logged.
Summary Presents a summary statement of the issue or problem—entered by the AMP user when the incident is created.
State The current state of the incident - this can be either open or closed. The drop-down menu at the top can be used
to show only open or closed incidents. The default is to show both states.
Opened By Displays the username of the AMP user who opened the incident. Helpdesk can be made available to users of
any role. To do this, go to AMP Setup > Roles, select the pencil icon next to a role, and select Yes in the
Helpdesk field.
Related Displays the number of items that have been associated to the incident. These link different groups, APs or
clients to the incident report.
Created Displays the time and date the incident was created.
Updated Displays the time and date the incident was last modified by an AMP user.