Users Guide

Dell PowerConnect W AirWave 7.1 | User Guide Using the AWMS Helpdesk | 301
To change the current incident in the Helpdesk header, click the Unselect Current Incident button. To add a
new Remedy incident, click the Add button. To edit an existing Remedy incident, click the pencil icon next to
the incident you wish to edit. Refer to Figure 215 and Table 150 for additional illustration and explanation.
Figure 215 He
lpdesk > Incidents > Add a New Remedy Incident Page Illustration
Once an incident has been created, click the pencil icon in
the incident list to edit the information. The status or
urgency can be changed as the case progresses, and more detailed information about the incident can be added.
Snapshots can also be related to Remedy incidents in the manner described in the Helpdesk section above.
However, snapshots are only stored locally on the AWMS server—they are not pushed to the Remedy server.
Assignee Assigned by Remedy installation; cannot be changed in AWMS.
Urgency Displays the urgency level, as chosen by th
e AWMS or Remedy User:
 1 - Critical
 2 - High
 3 - Medium
 4 - Low
Table 150 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
Urgency
 1 - Critical (default)
 2 - High
 3 - Medium
 4 - Low
Summary Free-form text field.
Table 149 Helpdesk > Incidents Components with Remedy Enabled
Field Description
Note: A new incident is not created if the customer First and Last name do not exist on the Remedy server. However, in this
scenario, there is no failure message or warning that the incident was not created.