Dell PowerConnect W Airwave 7.1, Руководство пользователя

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Dell PowerConnect W AirWave 7.1 | User Guide Using the AWMS Helpdesk | 295
Chapter 10
Using the AWMS Helpdesk
This chapter presents the functions, configuration, and use of the
AWMS Helpdesk
, and includes the following
sections:

“AWMS Helpdesk Overview” on page 295

“Monitoring Incidents with Helpdesk” on page 296

“Creating a New Incident with Helpdesk” on page 297

“Creating New Snapshots or Incident Relationships” on page 298

“Using the Helpdesk Tab with an Existing Remedy Server” on page 299
AWMS Helpdesk Overview
The Helpdesk module of the AirWave Wireless Management Suite allows front-line technical support staff to
take full advantage of the data available in the AirWave Wireless Management Suite. The AWMS Helpdesk
includes the following features and functions, with additional features described in this chapter:

The Helpdesk tab appears to the right of the Home tab.

Users with an Admin role have the Helpdesk option enabled by default.

Admin users can make the Helpdesk available to users of any role by selecting the enabled radio button on the
role detail page. To edit existing roles, click the pencil icon next to a role on the
AWMS
Setup > Roles page.

The AWMS Helpdesk allows you to document incidents associated with users on the network.

Installing Remedy allows you to disable Helpdesk, and use AWMS as an interface for creating, viewing, and
editing incidents on the existing Remedy server. You can also associate snapshots with Remedy incidents and
store them on your AWMS.
The option to use an external Remedy server is disabled by default. Navigate to the
Helpdesk > Setup page to
enable Remedy. See “Using the Helpdesk Tab with an Existing Remedy Server” on page 299 for more
information on how to configure AWMS to integrate with a Remedy server.