Monitoring, Management & Location Tracking

Enabling AMP Helpdesk with an existing Remedy server

Aruba Employee

The Helpdesk module of the AirWave Wireless Management Suite is designed to allow front-line technical support staff to take full advantage of the data available in the AirWave Management Platform. Beginning in 6.0, if an external Remedy installation is available the Helpdesk functionality can be disabled and AMP can be used as an interface to create, view and edit incidents on the existing Remedy server. 

AMP 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. 

The Helpdesk tab will appear to the right of the Home tab. By default, the option to use an external Remedy server is disabled; navigate to the Helpdesk-->Setup page to enable Remedy:

- Click "yes" for the "Remedy Enabled" field. This will reveal additional fields to complete the setup of your Remedy Server.

Enter values for all of the additional fields:

- Middle Tier Host: The location of the Remedy installations web server.
- Port: The port for HTTP interface with the web server (this is likely 8080, but there is no default value in AMP).
- SOAP URL: Gateway for web services on Remedys middle tier host. This is usually arsys/services/ARService, but there is no default value in AMP.
- 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 AMP will have into the Remedy server.
- Password and Confirm Password: The password for the Remedy user account.

Click "Save and Apply" to finish enabling Remedy integration.

For more information about Helpdesk functionality, consult the AMP 6.0 User Guide, or contact support@airwave.com
The Helpdesk module of the AirWave Wireless Management Suite is designed to allow front-line technical support staff to take full advantage of the data available in the AirWave Management Platform. Beginning in 6.0, if an external Remedy installation is available the Helpdesk functionality can be disabled and AMP can be used as an interface to create, view and edit incidents on the existing Remedy server. 

AMP 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. 

The Helpdesk tab will appear to the right of the Home tab. By default, the option to use an external Remedy server is disabled; navigate to the Helpdesk-->Setup page to enable Remedy:

- Click "yes" for the "Remedy Enabled" field. This will reveal additional fields to complete the setup of your Remedy Server.

Enter values for all of the additional fields:

- Middle Tier Host: The location of the Remedy installations web server.
- Port: The port for HTTP interface with the web server (this is likely 8080, but there is no default value in AMP).
- SOAP URL: Gateway for web services on Remedys middle tier host. This is usually arsys/services/ARService, but there is no default value in AMP.
- 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 AMP will have into the Remedy server.
- Password and Confirm Password: The password for the Remedy user account.

Click "Save and Apply" to finish enabling Remedy integration.

For more information about Helpdesk functionality, consult the AMP 6.0 User Guide, or contact support@airwave.com
The Helpdesk module of the AirWave Wireless Management Suite is designed to allow front-line technical support staff to take full advantage of the data available in the AirWave Management Platform. Beginning in 6.0, if an external Remedy installation is available the Helpdesk functionality can be disabled and AMP can be used as an interface to create, view and edit incidents on the existing Remedy server. 

AMP 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. 

The Helpdesk tab will appear to the right of the Home tab. By default, the option to use an external Remedy server is disabled; navigate to the Helpdesk-->Setup page to enable Remedy:

- Click "yes" for the "Remedy Enabled" field. This will reveal additional fields to complete the setup of your Remedy Server.

Enter values for all of the additional fields:

- Middle Tier Host: The location of the Remedy installations web server.
- Port: The port for HTTP interface with the web server (this is likely 8080, but there is no default value in AMP).
- SOAP URL: Gateway for web services on Remedys middle tier host. This is usually arsys/services/ARService, but there is no default value in AMP.
- 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 AMP will have into the Remedy server.
- Password and Confirm Password: The password for the Remedy user account.

Click "Save and Apply" to finish enabling Remedy integration.

For more information about Helpdesk functionality, consult the AMP 6.0 User Guide, or contact support@airwave.com
The Helpdesk module of the AirWave Wireless Management Suite is designed to allow front-line technical support staff to take full advantage of the data available in the AirWave Management Platform. Beginning in 6.0, if an external Remedy installation is available the Helpdesk functionality can be disabled and AMP can be used as an interface to create, view and edit incidents on the existing Remedy server. 

AMP 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. 

The Helpdesk tab will appear to the right of the Home tab. By default, the option to use an external Remedy server is disabled; navigate to the Helpdesk-->Setup page to enable Remedy:

- Click "yes" for the "Remedy Enabled" field. This will reveal additional fields to complete the setup of your Remedy Server.

Enter values for all of the additional fields:

- Middle Tier Host: The location of the Remedy installations web server.
- Port: The port for HTTP interface with the web server (this is likely 8080, but there is no default value in AMP).
- SOAP URL: Gateway for web services on Remedys middle tier host. This is usually arsys/services/ARService, but there is no default value in AMP.
- 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 AMP will have into the Remedy server.
- Password and Confirm Password: The password for the Remedy user account.

Click "Save and Apply" to finish enabling Remedy integration.

For more information about Helpdesk functionality, consult the AMP 6.0 User Guide, or contact support@airwave.com

Version history
Revision #:
1 of 1
Last update:
‎06-06-2014 08:52 AM
Updated by:
 
Labels (1)
Contributors