Mobile Client

     

    ManageEngine ServiceDesk Plus - MSP mobile client improves the efficiency and productivity of your helpdesk system by providing technicians 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 work Log, adding resolution and deleting a ticket.

     

    ServiceDesk MSP 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 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, ServiceDesk Plus - MSP Mobile Client supports only request module.

    • Editing/Modifying requests cannot be performed.  

    • Only Technicians can access ServiceDesk Plus - MSP 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 technician for the logged server.

    • Password: Password of the technician for the logged server.

    • For Domain: Choose the domain of the logged in technician. 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: ServiceDesk Plus - MSP Mobile Client does not support Single Sign-On (SSO).

    mc-login

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

     

    mc-dashboard

    • mc-dashboard-icon Dashboard displays the number of Overdue Requests, Requests Due Today and Pending Requests of the logged in technician.

    • mc-requests-icon Requests displays the request list view with options to select, My Pending requests, All Pending requests and All Requests.

    • mc-logout-icon Log out: to log out from the mobile client.

     

     

    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 on a section to display the list of request under it.

    mc-dashboard-details

    Note: If there are no requests under any section say, there are no pending requests for the logged in technician, 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 mc-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.

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

     

    Request List View

    mc-reqlist-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.

    • 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.

    • mc-response-overdue - indicates that first response time of the request is overdue. The first response time is configured in Service Level Agreement.

    • mc-overdue-flag - indicates that the request is overdue.

    • mc-resolution-overdue-flag - indicates the first response time and the resolution are overdue.

    • Technician Assign Icons

    mc-tech-unassigned - unassigned requests i.e., request is not assigned to any technician.  

    mc-tech-assigned - request is assigned to a technician.

    mc-assigned-icon - request assigned to the logged in technician.

     

    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 mc-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, account and site, request title and description.

    Click New in the request list view page.

    mc-req

    • Requester Name - name of the requester raising the request. To select and search for available requesters, click Select.  

    • Account, Site Name - Account and Site name for which the request is created.

    • 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, Technician assigned to the request, Due by Time of the request along with the priority color code, Subject and Description.

    mc-reqdetails

    Click More details... link to get the entire detail of the request such as, request type, impact, status, account, site, 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.. buttonto 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.

    mc-assign-tech

    Note: 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.

    mc-add-resolution

     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

    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.  

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

    2. 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.

    mc-add-worklog

    • Technician - the name of the logged in technician 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 Technician's cost per hour. The Technician Cost per hour is mentioned while adding a technician under Admin -> Technician.

    • 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 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:

    • Work Log cannot be added for other technicians.

    • The logged in Technician's Cost per hour should be configured in the server.

     

     

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