ServiceDesk Plus

    ServiceDesk Plus iPhone App

    Introduction

    The dynamic business space today requires your customers to have access to the right information on the move. With the need to have key information on the fingertips today, smartphones like iPhones have become inevitable for businesses worldwide.
     
    The ServiceDesk iPhone App is intended to help you interact with the ServiceDesk Plus application more quickly and efficiently. By using the app you can extend support to your customers anytime, anywhere. In short, you can have a bird`s eye view of the complete details of your tickets in a single pane.
     
    Once you have installed the iPhone app in your phone, you will be able to do the following:

    Log in, manage and close your helpdesk tickets.

    Record information such as subject, description, attachments, resolutions, tasks, work logs and notes.

    Features

    • Access your tickets from any location.
    • Be available for your end users anytime.
    • Allow your end users to quickly log in tickets from their mobile app.
    • Have the advantage of making live conversations with your end users.
    • Respond to the end user queries from within the ticket.
    • Create, edit, pick up, assign, and resolve tickets in a quick manner.
    • Notify Technicians of request and task assignments, replies from end users, and request approvals, etc, on the go.
    • Create custom views and save them for later use.
    • Keep track of your response and resolution SLAs with the SLA status flags. 
    • Converse with the end users through emails from within the mobile app.
    • Keep track of all tasks associated with tickets and track progress from your device.
    • View all your pending tickets as events on your mobile calendar app.
    • Enjoy voice-enabled ticket dictation for navigating through the app, handling incidents, and resolving incidents.
     
     
     
     
     
     
     

     

     

     

     

     

     

      




     

     

     

    I Downloading the ServiceDesk Plus iPhone App

    Download the ServiceDesk Plus iPhone app from the iPhone app Store. Search for the term 'ServiceDesk Plus' and you will find the ServiceDesk Plus - IT Helpdesk iPhone app in the search results displayed. It is a free app and does not require any license to be purchased. Proceed installing the app in your iPhone. 

    II Logging into the ServiceDesk Plus iPhone app

    After installing the app, a ServiceDesk Plus icon is displayed in the Home screen of your iPhone. Tap the icon to view the Take a tour screen. You can view the tutorials if you wish, or Skip directly to the Server Details screen (shown in the below image), where you need to enter the Server Address for the ServiceDesk Plus iPhone app. By default, the address 'http://demo.servicedeskplus.com:80' is shown. You can change the URL if required . Click Save.

     

     

     

    Once you click Save, the Login screen is displayed. Enter the Username and Password (say, admin/admin) and tap Login

     

     

    NOTE:

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

    2. If AD Authentication is enabled in ServiceDesk Plus, then the Technician should login to the ServiceDesk Plus iPhone app using the corresponding AD credentials.

    III Configuring Settings

     Tap the  icon to view and modify the app settings. You can configure the following details:

    • Choose on how you want the request details to be displayed.
    • Choose to add the requests to calendar, so that "My Pending Requests" gets automatically added to the Calendar app, provided due date for the requests is set.
    • Change the theme of the app.

    IV Requests List View

    1. The Requests List View displays the My Open or Unassigned requests, by default. There are also other views, such as My Open Requests, All My Requests, My Overdue Requests, etc.

     

     

    2. The Requests List View displays a maximum of 250 requests and each page displays a total of 50 requests.

     

     

    V Add Request

    From the Requests List View, you can add new requests by clicking the + icon.  The Add Request form is displayed.

    1. Configure the following:

    1. Enter the name of the Requester in the field provided.
    2. Enter a Title for the request.
    3. Select a Site.
    4. Write a Description.
    5. You can also add attachments, if required.

     

    2. Tap the tick icon at the top. The Request is saved and displayed in the Requests List View along with the Requester`s Name and the Due by Date.

    VI Viewing Request Details

    1. From the Requests List View click an individual request to view the relevant details of the request, which include Request TitleStatusRequester NameDue by Date, Priority and Description.

     

     

    VI 1 Request Options

    Click the  icon to view the following options: Request Details, Resolution, Solutions, Work Logs, Tasks and Notes.

     

    VI 1.1 Request Details:

     

    i. Click Request Details.

     

     

    ii) More details about the request will be displayed as shown in the below screenshot.

     

     

    VI 1.2 Resolution:

     

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

    Note:

      • Resolutions cannot be created through resolution templates though the templates are configured in the server.

      • Resolutions cannot be searched from Solutions module.

    VI 1.2.1 Adding Resolution

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Resolution.

      2. Enter the Resolution in the field provided.

      3. Tap Save.

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

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

    VI 1.2.2 Editing Resolution

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Resolution

      2. Tap the Edit icon. The edit option is available only if a resolution is added to the request. Edit the resolution and tap the tick icon.

      3. A message appears stating that the resolution is saved successfully.

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

     

    VI 1.3 Solutions 

    The Solution option lists the pre-recorded solutions that are relevant to a selected request. You can further narrow down the search and look for a specific solution by entering the relevant keyword in the available Search box. Click the required solution from the avalable list to view the details.

    Note: Using ServiceDesk Plus iPhone app, you can only view the solutions related to a request. You cannot add a new solution or edit the solutions.

     

     

    VI 1.4 Work Logs

     

    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

     

    VI 1.4.1 Adding Work Logs for a request

    i. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Work Log

    ii. 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.

     

    iii. Tap the + icon to add a work log. The Add Work Log form is displayed.

     

     

      1. Enter the Technician name who had resolved the request.
      2. Enter the Time Taken to Resolve (in hrs and mins) the request in Hours and Minutes.
      3. Enter the Other Charges of the request.
      4. Choose the Start Time and End Time taken to complete the request.
      5. Enter any relevant information about the time spent in the Description field.
      6. Tap the tick icon. The Work Log is added to the All Work Logs List view. 

    VI 1.4.2 Viewing Work Logs of a request

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Work Log

      2. The All Work Logs List view is displayed listing all the available work logs of the request.

      3. 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.

      4. Select a work log to view the details. The work log details page is displayed.

    VI 1.4.3 Editing a Work Log

     

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Work Log
      2. The All Work Logs List view is displayed listing all the available work logs of the request.
      3. 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.
      4. Select a work log to view the details. The work log details page is displayed.
      5. Tap the Edit icon. Modify the required details.
      6. All the fields in the form are editable. You can modify the Technician, edit the Time Taken To Resolve the request, edit the Other Charges, modify the Start Time and End Time and edit the Description of the Work Log.
      7. Tap the tick icon. The details are saved and listed in the All Work Logs List view.

     

    VI 1.4.4 Deleting a Work Log

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Work Log
      2. The All Work Logs List view is displayed listing all the available work logs of the request.
      3. Tap the  Delete icon. The Work Log is deleted from the All Work Log List view. 

    VI 1.5 Tasks

    Certain requests might involve multiple Technician work. In that case, the request can be divided into several tasks and each task can be assigned to a Technician/Group.

     

    VI 1.5.1 Adding Tasks for a request

     

    i. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Tasks

    ii. The All Tasks List view is displayed listing all the tasks added under the request. If no tasks are added to the request, then a No Task Found message is displayed.

     

     

    iii. Tap the + icon to add a task. The Add Task form is displayed.

     

        1. Enter a Title for the task.
        2. Choose the Priority and Status of the task.
        3. Choose the Task Type.
        4. Select the Percentage Completion of the task.
        5. Select the Group and Owner of the task
        6. Tap the tick icon. The task is added to the All Tasks List view.

    VI 1.5.2 Viewing Tasks of a Request

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Tasks

      2. The All Tasks List view is displayed listing all the available tasks of the request.

      3. Select a task to view the details. The Task details page is displayed.

    VI 1.5.3 Editing a Task

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Tasks
      2. The All Tasks List view is displayed listing all the available tasks of the request.
      3. Select a task to view the details. The Task details page is displayed.
      4. Tap the Edit icon. Modify the required details of the task.
      5. Tap the tick icon. The details are saved and listed in the All Tasks List view.

    VI 1.5.4 Deleting a Task

      1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Tasks
      2. The All Tasks List view is displayed listing all the available tasks of the request.
      3. Select a task to view the details. The Task details page is displayed.
      4. Tap the Delete icon. The task is deleted from the All Tasks List view. 

    VI 1.6 Notes

    You might require to add some additional information, including technical information, to a particular request based on your observations. In that case, you can use the Notes option. You can also use notes to update the status of a request.

     

    VI 1.6.1 Adding Note

     

    i. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon and tap Notes

    ii. The All Notes List view is displayed listing all the notes added under the request. If no notes are added to the request, then a No Notes Found message is displayed.

     

    iii. Tap the + icon to add a note.

    iv. Enter your content in the text field.

    v. There are two types of notes that can be added to the request namely, Public Notes and Private Notes:

      • Public Notes: Public notes can be viewed by both the Requesters and Technicians.

    If you want the notes to be visible to all the requesters, then select the Show to Requester check box.

      • Private Notes: Private notes can be viewed only by the Technicians (all the technicians).

    If you want to notify the technician about the addition of the note, then select the Mail to Technician check box.

    vi. Tap the tick icon. The note is added at the bottom of the request along with a date and time stamp. The name of the person who added the note is also displayed.
    You can add any number of notes to a request. The added notes will be displayed in the descending order with recently added note first. You can also edit or delete the notes that have been added.

    VI 2 Actions on Request

    Click the icon to view the list of actions that can be performed on the request.

     


     

    1. Edit: You can edit all the available details of the request. To edit a request:

    1. Tap Edit. The Edit Request form is displayed.
    2. Edit the request fields in the form and tap the tick icon at the top to save the changes.

    2. Pick up: You can self-pickup requests from the Request details view. To pick up requests:

    Tap Pick up. The request will be assigned to you.

    3. Assign: You can assign Technicians to requests:

    1. Tap Assign. The Technician Groups are listed.
    2. Select a Technician Group that lists all the technicians associated with that group.
    3. Choose the Technician you want to assign the request. Tap the tick icon at the top.
    4. A message appears stating the request is successfully assigned to the selected technician.

    4. Reply: You can reply to Requesters. To reply:

    1. Tap Reply.
    2. Enter the To address of the requester.
    3. If you want to send the same information to multiple persons then enter the relevant e-mail addresses in the CC field with commas as a separator.
    4. The Subject is pre-populated. You can edit the subject if required.
    5. Enter a Description.
    6. Tap the tick icon at the top. The e-mail is sent to the requester.

    5. Close: When a requester is completely satisfied with the support provided and the reported problem has been perfectly resolved, the request can be moved to closed status. To close a request:

    1. Tap Close.
    2. Enter Comments.
    3. If the requester has acknowledges the resolution, enable the checkbox. Tap the tick icon at the top.

    NOTE: In ServiceDesk Plus Server:

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

      • 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.

    6. Delete:

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

     

    VII Tasks List View

    1. The Tasks List view displays the different categories of tasks that includes My Open Tasks, My Overdue Tasks, My All Tasks, Unassigned Pending Tasks, etc.


    2. You can add, edit and delete tasks.

    VIII Notifications

    Similar to the email and sms notification alerts, the ServiceDesk Plus iPhone app provides the Technicians with Notifications Alerts. These alerts designated by a specific icon  alarms the Technicians about the vital aspects associated with a request and facilitates prompt action on their part, thereby increasing the overall productivity of your helpdesk.

     

     

    You can view the notifications icon  in the The Requests List View that alerts the Technicians about the following events:

    • When a request is assigned to them.

    • When a task is assigned to them.

    • When notes are added to the request assigned to them.

    • When a requester replies to a request assigned to them.

    • When approval is required for a request for which they have been assigned as approvers.

    • When a requester/higher authority approves/rejects the resolution provided by them.

    NOTE:

    • red mark with a number over the notifications Icon unopened_notifications indicates the number of unopened notifications.

    • Self-assigned or self-approved technician requests will not be listed/recorded under the technician space.

    IX Attachments

    Attachments are files or images that can be appended to requests. You can attach multiple files to a request.

     

    To add an attachment to a request do the following:

    1. From the Requests List View click an individual request to view the relevant details of the request. From the resulting page, click the  icon.
    2. The Attachments page is displayed that lists the existing attachments. A 'No Attachments' message is shown in case of NIL attachments.
    3. Click the + icon to add an attachment. You can either take a photo or choose from the existing images in your phone. 

     NOTE:

    •   To add the attachments you need to first give access to the app, to your camera and photos.
    •   You can add attachments of size maximum upto 10 MB. 

    X Logging out of the ServiceDesk Plus iPhone App

    To logout of the ServiceDesk iPhone app, do the following:

    1. Go to the Settings page.

    2. Tap the  icon. You will be logged out of the app.


     

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