Dell PowerConnect W-Airwave 7.2 Instrukcja Użytkownika Pobierz pdf (Strona 249)

Dell PowerConnect W AirWave 7.2 | User Guide Using the AWMS Helpdesk | 249

Selecting 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 selecting Delete.

Creating a New Incident with Helpdesk

To create a new Helpdesk incident, select Add New Incident underneath the top table. This launches and

displays an incident edit page, as illustrated in Figure 183. The page contents are described in Table 138.

Figure 183 Add Incident Page Illustration

Helpdesk icons appear at the top of other AWMS pages, allowing graphical snapshots and other records to be

associated to existing incidents. These appear next to the Help link. Refer to Figure 184.

Table 137 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 AWMS 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 can be used

to show only open or closed incidents. The default is to show 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. Select the pencil icon next to a role on

the AMP 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 138 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.

NOTE: The Incidents portion of the Alert Summary table on other AWMS pages only increments the counter for incidents that are

open and associated to an AP. This field displays incidents based on the Top folder on this page and on the Home > Overview page.

Incidents not related to devices in that folder are not counted in the Alert Summary table on other pages. To view all incidents

including those not associated to an AP, use the Helpdesk > Incidents page.

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Dell PowerConnect W-Airwave 7.2 Instrukcja Użytkownika Strona 249