ServiceDesk Plus iPhone App

 

The ServiceDesk Plus iPhone App helps you perform requested related operations such as adding requests, editing requests, assigning requests to technicians, replying to requests, adding resolutions and work logs, and closing completed requests.

 

Features

 

The following Topics are discussed under this section,

 

 

 

 

 

 

 

 

 

 

 

Downloading the ServiceDesk Plus iPhone App

You can download the ServiceDesk Plus iPhone App from the iPhone App Store by searching for "ServiceDesk Plus". This will list out the ServiceDesk Plus iPhone App. It is a free App and does not require any licenses to be purchased.

After installing the App in the iPhone, a ServiceDesk Plus icon is displayed.  Tap the icon to view the Login screen.

 

Configuring ServiceDesk Plus Server Settings

Before you login to ServiceDesk Plus iPhone App, you need to configure the Server Name and Port Number of the ServiceDesk Plus server.

 

To configure the server settings,

  1. In the Login screen, tap Server Settings.

  2. Enter the Server name of ServiceDesk Plus server. For example: demo.servicedeskplus.com

  3. Enter the Port Number of ServiceDesk Plus server. For example: 80

  4. Tap the Protocol of the ServiceDesk Plus server, whether server is running in HTTP or HTTPS mode.

  5. Tap Done to save the server settings. The Login screen is displayed again.

 

Logging into ServiceDesk Plus iPhone App

To login to the ServiceDesk Plus iPhone App, you need to generate an API Key. This API Key can be generated in the ServiceDesk Plus server. The generated API Key serves as authentication between ServiceDesk Plus server and the iPhone.

 

Generating API Key for Technician

To generate API Key for a technician,

  1. Login to ServiceDesk Plus using the username and password of an Admin user.

  2. Click Admin tab in the header pane.

  3. Click Technicians icon under Users block.

  4. Click the Edit icon beside the technician for whom u want to generate the API Key.

  5. If the technician does not have login permissions, then you can provide the same by entering the Login Credentials and assigning Roles to the technician.

  6. Under API Key details, click Generate link. Select a time frame for the key to expire or simply retain the same key perpetually.

  7. Click Generate button. The API Key is generated.

  1. Close the API Key Generation dialog box and click Save button.

 

NOTE:

  1. Please note that the technician should be enabled with login permissions.

  2. A logged in technician cannot generate an API Key for himself.

 

Logging into the iPhone App

  1. Enter your User Name and Password.

  2. Tap Login.

NOTE:

  1. Please note that Technicians with an API Key can access the iPhone App through their iPhone.

  2. As of now Multiple Domain Authentication is not supported. Say, if two technicians have similar login names in two different domains, then the technician will not be able to login in the iPhone App since the option to select the Domain in the login screen will not appear.

  3. If AD Authentication is enabled in ServiceDesk Plus, then the technician should login to the ServiceDesk Plus iPhone App using his AD credentials.

  

Request List view

The Request List view displays the Open or Unassigned requests by default. The Request List view displays a maximum of 250 requests and each page displays a total of 50 requests. The requests are displayed along with the Request Title, Requester Name, Due by Date and Priority of the request.

Using the Filter drop-down menu, you can select requests based on filters. From this page, you can also Add Requests and configure Request Settings .

 

Configuring Settings

Settings help you consolidate your request views by displaying only selected Request Filters in the request list view and selected Request Fields in the request details page. Apart from this, you can select Logout Options to automatically logout of the application; know more about ServiceDesk Plus and a Logout button to manually logout of the application.

 

Filters

You can select the request filters which you want to display in the request list view. And also, select the request fields that you want to view in the request details page.

To select Request Filters,

  1. Tap Request Views.

  2. Select the filters you want to show in the Filter drop-down menu in the request list view. The selected filters are indicated with a tick mark.

  3. Tap Settings to go back to the Settings page.

NOTE: If you do not select any request filters, then the default filter My Open or Unassigned requests are listed.

 

To select Request Fields,

  1. Tap Request Fields.

  2. Select the fields you want to show in the Request details page. The selected fields are indicated with a tick mark.

  3. Tap Settings to go back to the Settings page.

NOTE: If you do not select any request fields, then the Request details page displays only the Status, Priority and Due By Date of the request.

 

Log Out

You can set the logout options to automatically logout of the ServiceDesk Plus application when the application is closed, or logout every 7 days or never logout of the application. Select the Logout Options.

If you want to manually logout of the application, tap Logout

 

Adding Requests

To add request using ServiceDesk Plus iPhone App,

  1. In the Request List view, tap the Add Request icon . The Add Request form is displayed.

  2. Select Requester to assign a requester to this request. In the Requester List page, you can either search for an existing requester or add a new requester.

To search for a requester,

  1. Enter the search string of the requester in the search field.

  2. Tap Search button. The search result matching the search string is displayed.

  3. Select the requester from the search result.

To add a new requester,

  1. Tap the Add Requester icon . The Add Requester form is displayed.

  2. Enter the name of the Requester in the field provided.

  3. Tap Done. The Requester name is displayed in the Add Request form.

     

  1. Enter the Subject of the request. The subject is a one liner which gives a brief summary of the incident. The subject is displayed as the request title and is a mandatory field.

  2. Enter the detailed Description of the request. Tap Done to go back to the Add Request form.

  3. Select the Site where the issue persists. The Sites configured in ServiceDesk Plus server are displayed. Select the site from the list.

NOTE: Please note that you cannot add sites using the iPhone App.

  1. Tap Save. The Request is displayed in the Request list view along with the Requesters Name and the Due by Date.

 

Performing Request related operations

 

Viewing Request Details

The Request Details page lists the details of the request such as the Request Title, Request ID, Requester, Technician assigned to this request and the Request Fields.

NOTE: Please note that only the request fields selected under Settings are displayed in the Request details page.

From the request details page, you can perform operations such as,

 

Editing Requests

You can edit the Subject, Description, Requester Name, Status, Priority, Due By Date of the request and the Technician handling the request.

 

To edit a request,

  1. In the request details page, tap the Edit. The Edit Request form is displayed.

  1. Edit the request fields in the form.

  2. Tap Save.

 NOTE:

  1. Please note that while editing, you will not be able to change the status of the request to Closed. The status can only be moved to On Hold or Resolved.

  2. The fields to edit are limited to Subject, Description, Requester Name, Status, Priority, Due By Date of the request and the Technician handling the request.

  3. While editing the Requester Name you can only search for an existing requester. You cannot add a new requester.

  4. You can select only the default values for Status and Priority fields. Any custom fields added for Status and Priority will not be displayed.

 

Picking up Requests

You can self-pickup requests from the Request details page.

To pick up requests,

  1. In the Request details page, tap Pickup Request icon .

  2. Tap Pickup Request. The request is assigned to you. If you do not want to pick up the request, then tap Cancel.

 

Assigning Technician to a Request

To assign technician to a request,

  1. In the Request details page, tap Assign Request to Technicians icon . The Technician Groups are listed.

  2. Selecting a Technician Group lists all the technicians associated with that group.

  3. Choose the Technician you want to assign the request.

  4. A message appears stating the request is successfully assigned to the selected technician. Tap OK.

 

Closing Request

When the requester is completely satisfied that his/her request has been completely attended to and the reported problem has been resolved, then the request can be moved to closed state.

NOTE: In ServiceDesk Plus Server,

  1. If you have selected the mandatory fields to be filled while closing the request in Request Closing Rules, then enter the mandatory field and close the request. Else an error message appears and the request cannot be closed unless the field value is entered.

  2. If you have enabled the option "Yes, prompt a message" to confirm a user’s acknowledgement in Request Closing Rule, then a Close Request page appears.

To close the request,

  1. In the Request details page, tap Close icon .

  2. If you have enabled User’s acknowledgement in ServiceDesk Plus server, then the Close Request page is displayed.

  3. If the requester has acknowledges the resolution, tap Yes.

  4. Enter relevant Comments in the field provided.

  5. Tap Done. A success message appears stating that the request is closed successfully. Tap OK.

 

Replying to the requester

  1. In the Request details page, tap Reply icon . The Reply form is displayed.

  2. Enter the To address of the requester.

  3. If you want to send the same information to more than one person then enter the e-mail address of those people in the CC field with comma as a separator.

  4. The Subject is pre-populated. You can edit the subject if required.

  5. Enter your comments in the Comments field.

  6. Tap Send. An e-mail is sent to the requester.

 

Deleting Requests

  1. In the Request details page, tap Delete icon .

  2. Tap Delete Request.  The request is deleted from the list.

  

Resolution

Using Resolution option, you can enter resolution for a request, view existing resolution and edit them if required.

 

NOTE:

 

Adding Resolution

  1. In the Request Details page, tap Resolution.

  2. Enter the Resolution in the field provided.

  3. Tap Save.

  4. A message appears stating that the resolution is saved successfully. Tap OK.

  5. Tap Close to go back to Request Details page.

 

Editing Resolution

  1. In the Request Details page, tap Resolution.

  2. Tap Edit. The Edit option is available only if a resolution is added to the request.

  3. Edit the resolution and tap Save.

  4. A message appears stating that the resolution is saved successfully. Tap OK.

  5. Tap Close to go back to Request Details page. 

 

Work Log

Using Work Log option, you can record the total time spent on resolving a request. In ServiceDesk Plus iPhone App, you can Add Work Log, Edit Work Log and Delete Work Log.

 

Adding Work Log for a request

  1. In the request details page, tap Work Log. The All Work Logs List view is displayed listing all the Work Logs added for the request. If no Work Logs are added to the request, then a No Work Log Found message is displayed.

  2. From this page, tap the Add Work Log icon . The Add Work Log form is displayed along with the Request ID.

  3. Tap Select Technician and select the Technician who had resolved the request.

  4. Enter the Time Taken to Resolve the request in Hours and Minutes.

  5. Enter the Incident Cost of the request.

  6. Select the Time (Date and Time) taken to Execute the request using the calendar. Tap Done once you select the date and time.

  7. Enter any relevant information about the time spent in the Description field.

  8. Tap Save. The Work Log is added in the All Work Logs List view.

  9. Tap Close to close the Work Log window.

 

Viewing Work Logs for a request

  1. In the request details page, tap Work Log button. The All Work Logs List view is displayed listing all the Work Logs added for the request.

  2. The Work Logs are displayed along with the name of the Technician who had resolved the request and the Time taken to Execute the request.

  3. Select a Work Log to view the details.

  4. The Work Log details page displays the data entered while adding the Work Log.

NOTE: From the Work Log details page, you can edit and delete the Work Log

 

Editing Work Log

  1. In the Work Log details page, tap Edit. The fields in the Work Log form turn editable.

  2. All the fields in the form are editable. You can select the Technician, edit the Time Taken To Resolve the request, edit the Incident Cost, select the Execution Time and edit the Description of the Work Log.

  3. Tap Save. The details are saved and listed in the All Work Logs List view.

 

Deleting Work Log

  1. In the Work Log details page, tap Delete Work Log.

  2. Tap Delete. The Work Log is deleted from the All Work Log List view. 

 

Limitations of ServiceDesk Plus iPhone App

Currently, the ServiceDesk Plus iPhone App,

ServiceDeskPlus - Help Desk and Asset Management Software

Copyright © 2012, ZOHO Corp. All Rights Reserved.
ManageEngine