Users Guide
Dell PowerConnect W AirWave 7.2 | User Guide Using the AWMS Helpdesk | 251
Using the Helpdesk Tab with an Existing Remedy Server
If an external Remedy server exists, you can use the AWMS Helpdesk tab to create, view and edit incidents on
the Remedy server. AWMS can only support integration with a Remedy server if it is a default installation of
Remedy 7.0 with no changes to the web service definitions.
To use the Helpdesk tab with a Remedy server, first navigate to the Helpdesk > Setup page. In the BMC
Remedy Setup area, select Yes to enable Remedy. This launches a set of fields for information about the Remedy
server. Once enabled to use Remedy, the Helpdesk header icons work in the same way for a Remedy-configured
Helpdesk as they do for the default AWMS Helpdesk. Figure 186 illustrates this appearance, and Table 140
describes the components. For more details, see “Creating New Snapshots or Incident Relationships” on
page250.
Figure 186 Helpdesk > Setup with Remedy Enabled
Once the server settings have been saved and applied, Helpdesk features become disabled. AWMS then displays
incident data pulled from the Remedy server and push changes back. With the exception of snapshots, AWMS
does not store any Remedy data locally.
To view Remedy incidents in AWMS, navigate to the Helpdesk > Incidents tab. Figure 187 illustrates the
appearance and Table 141 describes the components of this page.
Table 140 Components of Helpdesk > Setup with Remedy Enabled
Field Description
Remedy Enabled If no (default) is selected, the existing AWMS Helpdesk functionality is available. If yes is selected, the
Helpdesk functionality is disabled and the Helpdesk tab can be used with an existing Remedy server.
Fields for server data appear only when Remedy is enabled.
Middle Tier Host The location of the Remedy installation's web server.
Port The port for the HTTP interface with the web server (this is likely 8080, but there is no default value in
AWMS).
SOAP URL Gateway for web services on Remedy's middle tier host. This is usually arsys/services/ARService, but
there is no default value in AWMS.
Server The location of the backend server where Remedy data is stored.
Timeout The timeout for HTTP requests (60 seconds by default).
Username Username for an existing Remedy account; the role of this user defines the visibility AWMS will have
into the Remedy server.
Password and Confirm
Password
The password for the Remedy user account.