Mobile Client

 

ManageEngine ServiceDesk Plus Mobile Client improves the efficiency and productivity of your help desk system by providing technicians with the ability to instantly access their requests 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 requests, adding requests, closing resolved requests, assigning request, adding work log, adding resolution and deleting requests.

ServiceDesk 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

 

Limitations   

 

Logging into ServiceDesk Plus

On connecting your mobile device to http://<machine-name>:<port-number>/mc, the screen opens to displays the login page.

NOTE: ServiceDesk Plus Mobile Client does not support Single Sign-On (SSO)

Click Login button.

On logging into the application from your mobile device, the home page displays the Dashboard, Requests and Log out options.

 

 

 

Dashboard

The dashboard of the logged in technician comprises of the number of all overdue requests, requests due to be completed today and the pending requests. Click an option to display the list of request under it.

 

To revert back to the Home page click Home link 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 Incident/Service Requests.

NOTE: The request list view and the actions performed on the requests are based on the roles assigned to the logged in technician.

 

Request List View

Request List View displays the title of the request, requester, status of the request, created date and time, technician assign icon, priority color code, first response time overdue flag, request overdue flag, and first response and resolution overdue flag.

Representation of icons from the Request List View

 

Operations performed from the Request List View

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 on the top right corner of the page.

 

Creating Incident Request

Creating incident requests is simple and instant. All you need to do is enter the Requester Name, Request Title and Description of the issue. To create new request, click New button from the Request List View.

 

Click Add to save and add the request in the request list view.

 

NOTE:

 

Viewing Request Details

Click the request you want 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, Technician assigned to the request, Priority along with color code, Due by Time of the request, 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 Work Log.

If the request is resolved, click Close. Click Delete to discard the request completely from the application.

 

Assigning requests to technicians

If you are assigning requests to technicians using your mobile device, then the list of all the available technicians are displayed. Requests can be assigned to technicians provided the technician is associated to the site where the issue exists.

  1. Select the check box beside the request.

  2. Click Assign. Select the radio button beside the technician.

  3. Click Assign.

 

NOTE: Please note that an error message does not occur if a request is assigned to a technician with restricted access permission and if the technician is not associated to the site. Instead the request is not assigned to the technician.

 

Adding Resolution to a request

  1. From the request details page, click More..

  2. Click Add beside Resolutions. Enter the resolution in the text field.

  3. You can also change the status of the resolution from Change State to drop down list.

  4. Click Save.

 NOTE:

 

Viewing/Editing Resolutions for a request

  1. Click More.. from the request details page.

  2. If the resolution is added to the request then the Edit and View link appears.

  3. Click View to view the resolution. The resolution along with the technician submitted the resolution is displayed.

  4. From the view resolution page, click Edit to modify the resolution. You can edit the request from More.. -> Edit link.  

  5. Edit the content and if necessary change the status.

  6. Click Save.

 

Adding Work Log 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 Save. The name of the technician along with the time taken to resolve the request and the cost is displayed. To know more on Adding Work Log refer Cost of Request.

 

NOTE:

ServiceDeskPlus - Help Desk and Asset Management Software

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