Users Guide

250 | Using the AWMS Helpdesk Dell PowerConnect W AirWave 7.2 | User Guide
Figure 184 Helpdesk Icons on Additional Pages
Table 139 describes the Helpdesk icon components.
Creating New Snapshots or Incident Relationships
Snapshots or relationships can be created by selecting the Helpdesk header icon (see Table 139) on the screen
that needs to be documented. Snapshots or relationships can then be related to the current incident in the popup
window. To attach them to another incident, select Choose a New Incident.
Relationships and snapshots appear on the Incident Edit page after they have been created. When a relationship
is created the user can enter a brief note, and in the Relationships table the name of the relationship links to the
appropriate page in AWMS. Selecting the snapshot description opens a popup window to display the screenshot.
Figure 185 illustrates these GUI tools.
Figure 185 Relationships and Snapshots on the Incident Edit Page
Table 139 Helpdesk Icon Components
Icon Description
Current Incident (ID number and description) Identifies the current incident of focus in the Helpdesk header. Selecting the
link brings up the Incident Edit page (see above). Mousing over the incident brings up a summary popup of
the incident.
Relates the device, group or client to the incident (see below for more details).
Attaches a snapshot of the page to the incident. This feature can be used to record a screenshot of
information and preserve it for future troubleshooting purposes.
Creates a new incident report.
Choose a new incident from the list of created incidents to be the Current Incident (see description of icon
above).