ServiceDesk Plus

    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

    • A browser based web application to access tickets from any location.

    • Supports request module features such as, creating incident request, viewing request details, adding resolution to a request, adding work log, 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 Mobile Client supports only request module.

    • Editing/Modifying requests cannot be performed.  

    • Compatible with mobile devices such as Blackberry and iPhone.

     

    Logging into ServiceDesk Plus

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

    • Username: Username of the technician.

    • Password: Password of the technician.

    • 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.

    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: Displays the number of Overdue Requests, Requests Due Today and Pending Requests of the logged in technician.

    • Requests: Displays the request list view with options to select, My Pending Requests, All Pending Requests and Incident/Service Requests.

    • 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 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

    • - Indicates that the First Response Time is overdue

    • - Indicates that the request is overdue

    • - Indicates that the First Response Time and the Resolution Time are overdue

    • - Indicates unassigned requests i.e., technician is not assigned to the request  

    • - Indicates technician is assigned to the request.

    • - Indicates request assigned to the logged in technician

     

    Operations performed from the Request List View

    • Search Requests based on Request ID: Search for requests instantly by entering the Request ID in the Search field

    • New: Option to create new incident requests

    • Pick: Option to pick up unassigned requests

    • Assign: Option to assign requests to other technicians

    • Close: Option to close completed requests

    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.

     

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

    • Request Title: Enter a brief summary of the request

    • Description: Enter detailed 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 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:

    • 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.  

    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.

     

    • Technician: The name of the logged in technician is displayed in a non-editable text by default.

    • Time Taken: Enter the time taken to resolve the request in hours and minutes.

    • Incident Cost: Enter the Incident Cost. The Incident Cost is 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: Enter 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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