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ManageEngine FacilitiesDesk mobile client improves the efficiency and productivity of your facilities system by providing supervisors with the ability to instantly access their tickets while they are away from their desk through their mobile devices. It is a complete browser based web application supporting various request features like viewing tickets, adding a new ticket, closing resolved tickets, assigning tickets, adding worklog, adding resolution and deleting a ticket.
FacilitiesDesk Mobile Client is compatible with mobile devices such as Blackberry and iPhone, and is accessed through the mobile browser on typing the url http://<machine-name>:<port-number>, which redirects to the 'mc' context.
Features
A browser based web application to access tickets from any location.
Supports work request module features such as, creating new request, viewing request details, adding resolution to a request, adding worklog, assigning technician to a request, closing completed requests and deleting requests.
Any actions performed on the requests are based on the Roles assigned to the technicians.
Limitations
Currently, FacilitiesDesk Mobile Client supports only request module.
Editing/Modifying requests cannot be performed.
Only supervisors can access FacilitiesDesk mobile client through their hand-held devices.
Compatible with mobile devices such as Blackberry and iPhone.
Getting Started
On connecting your mobile device to http://<machine-name>:<port-number>, the screen opens to displays the login page.
Username: Username of the supervisor for the logged server.
Password: Password of the supervisor for the logged server.
For Domain: Choose the domain of the logged in supervisor. If the domain is not selected then it is considered as 'Not in any domain'.
Is AD Auth: Select the check box for AD authentication.
Click Login button.
Note: FacilitiesDesk Mobile Client does not support Single Sign-On (SSO).
On logging into the application from your mobile device, the home page displays the Dashboard, Requests and Logout options.
Dashboard displays the number of Overdue Requests,
Requests Due Today and Pending Requests of the logged in supervisor.
Requests displays the request list view with options
to select, My Pending requests, All Pending requests and All Requests.
Log out: to log out from the mobile client.
Dashboard
The dashboard of the logged in supervisor comprises of the number of all overdue requests, requests due to be completed today and the pending requests. Click on a section to display the list of request under it.
Note: If there are no requests under any section say, there are no pending requests for the logged in supervisor, then the link to view the pending requests is not available.
To revert back to the Home page click on Home
> link or the home icon on the top right corner
of the page.
Requests
Selecting Requests from the dashboard takes you to 'My Pending' requests by default. The requests view options comprises of My Pending Requests, All Pending Requests and All Requests.
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Note: The request list view and the actions performed on the requests is based on the roles assigned to the logged in supervisor. |
Request List View
Request List View displays the title of the request, requester, status of the request, created date and time and supervisor assign icon.
Search - Search for requests on entering the Request ID in the Search text field.
New - Create new requests instantly and with ease.
Pick - Pick requests which are unassigned or assigned to other technicians on enabling the check box and selecting Pick.
Assign - Assign requests to other technicians.
Close - Close requests on completion by enabling the check box and selecting Close.
Technician Assign Icons
- unassigned requests i.e.,
request is not assigned to any supervisor.
- request is assigned to
a supervisor.
- request assigned to the
logged in supervisor.
The request list view displays a total of five requests in a page. You
can navigate to other pages using the navigation options below the page.
To revert back to the Home page, click the Home
> link or the home icon on the top right corner
of the page.
Creating a New Request
Requests raised through phone calls can now be instantly created from your hand-held device on entering details such as, requester name, request title and description.
Click New in the request list view page.
Requester Name - name of the requester raising the request. To select and search for available requesters, click Select.
Request Title - a brief summary of the request raised.
Description - a detail description of the request.
Click Add to save and add the request in the request list view.
Note:
Requests cannot be created through Request Template though templates are configured in the server.
Request details such as request type, priority, urgency, group, category, sub category and item cannot be added while creating a new request.
Viewing Request Details
Click on the request you wish to view from the request list view page. The request details page displays the Request ID, Requester, Status of the request along with the overdue flag, Supervisor assigned to the request, Due by Time of the request along with the priority color code, Subject and Description.
Click More details... link to get the entire detail of the request such as, request type, impact, status, due by time, response due by time and so on.
If the description exceeds 250 characters then (More...) link appears. Click the link to view the entire description.
Click More.. button to add resolution and worklog.
If the request is resolved, click Close. Click Delete to discard the request completely from the application.
Assigning requests to Supervisors
If you are assigning requests to supervisors using your mobile device, then the list of all the available supervisors are displayed.
Select the check box beside the request.
Click Assign. Select the radio button beside the supervisor.
Click Assign.
Note: An error message does not occur if a request is assigned to a supervisor with restricted access permission and if the supervisor is not associated to the site. Instead the request is not assigned to the supervisor.
Adding Resolution to a request
From the request details page, click More..
Click Add beside Resolutions. Enter the resolution in the text field.
You can also change the status of the resolution from Change State to drop down list.
Click Save.
Note:
Resolutions can be added only as plain text.
Resolutions cannot be created through resolution templates though the templates are configured in the server.
Resolutions cannot be searched from Solutions module.
Viewing/Editing Resolutions for a request
Click More.. from the request details page.
If the resolution is added to the request then the Edit and View link appears.
Click View to view the resolution. The resolution along with the supervisor submitted the resolution is displayed.
From the view resolution page, click Edit to modify the resolution. You can edit the request from More.. -> Edit link.
Edit the content and if necessary change the status.
Click Save.
Adding Worklog for a request
You can add the time spent details for a request from your mobile device.
Click More.. from the request details page.
Click Add link beside Worklog.
Supervisor - the name of the logged in supervisor is displayed in a non editable text by default.
Time Taken - the time taken to resolve the request in hours and minutes.
Incident Cost - the Incident Cost is taken from the Time Taken x supervisor's cost per hour. The Supervisor's Cost per hour is mentioned while adding a supervisor under Admin -> Supervisor.
Execution Time - by default, the execution time displays the current date. Select the date and month from the drop down box.
Description - a description about the time spent entry.
Click Save. The name of the supervisor along with the time taken to resolve the request and the cost is displayed.
Note:
Worklog cannot be added for other supervisors.
The logged in Supervisor's Cost per hour should be configured in the server.
Adding Craft person Worklog
You can add the time spend details of the craft person from your hand held device.
Click More..from the request details page.
Click Add link beside Craft person WorkLog.
Craft Person Name - the name of the craft person of the request.
Time Taken To Resolve - the time taken by the craft person to resolve the request in hours and minutes.
Incident Cost - the Incident Cost is taken from the Time Taken x craft person's cost per hour. The Craft Person's Cost per hour is mentioned while adding a craft person under Admin -> Craft Personnel.
Description - a description about the time spent entry.
Click Save. The name of the craft person along with the time taken to resolve the request and the cost is displayed.
Note: The craft person's cost per hour should be configured in the server.
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