Users Guide

Dell PowerConnect W AirWave 7.1 | User Guide Using the AWMS Helpdesk | 297
Clicking 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 clicking the Delete button at the bottom of
the table.
Creating a New Incident with Helpdesk
To create a new Helpdesk incident, click the Add New Incident button underneath the top table. This launches
and displays an incident edit page, as illustrated in Figure 210. The contents of this page are described in Table
146.
Figure 210 Add In
cident Page Illustration
Table 145 AW
MS 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 A
WMS 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 of
the column can be used to show only open or closed incidents. The default is to show incidents of both
states.
Opened By Displays the username of the AWMS user who opened the
incident. Helpdesk can be made available to
users of any role by selecting the enabled radio button on the Role Detail page. Click the pencil icon
next to a role on the AWMS Setup > Roles page.
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 AWMS user.
Table 146 Helpdesk Incident Edit Page Fields
Field Description
Summary Displays user-entered text that describes a short summary of the incident
State Provides a drop-down menu with the options "Open" or "Closed"
Description Provides a longer user-entered text area for
a thorough description of the incident.