ServiceDesk Plus

    Mobile Client

     

    Instead of sending e-mails or calling up the help desk to report an issue, you can instantly raise request from your iPhone or Blackberry mobile phones using ServiceDesk Plus Mobile Client. The Mobile Client helps you raise requests instantly and provides easy access to track your requests, anywhere, anytime.

    The 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 and viewing request details.

    Limitations   

    • Currently, the Mobile Client supports only request module.  

    • 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: Enter the Username of the requester

    • Password: Enter the Password of the requester

    • For Domain: Choose the domain of the requester. 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)

    mc-login

    Click Login button.

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

    mc-dashboard

     

    • mc-dashboard-icon Dashboard: Displays the number of Overdue Requests, Pending Requests and All Requests raised by the logged in requester

    • mc-requests-icon Requests: Displays the request list view with options to view All Pending Requests and Incident/Service Requests raised by the logged in requester

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

     

     

    Dashboard

    The dashboard of the logged in requester comprises of the number of overdue requests, pending requests and all requests raised by the requester. Click an option to display the list of requests under it.

    mc-dashboardlist

    To revert back to the Home page click the Home link on the top right corner of the page.

     

    Requests

    Selecting Requests from the Home page takes you to All Pending requests by default. The requests view options comprises of All Pending Requests and Incident/Service Requests.

     

    Request List View

    Request List View displays the Subject of the request, name of the 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.

    mc-reqlistview

    Representation of icons from the Request List View

    • response-overdue - Indicates that the First Response Time is overdue

    • request-overdue - Indicates that the request is overdue

    • overdue-flag- Indicates that the first response and resolution time are overdue

    • mc-tech-assigned - Indicates technician is assigned to the request

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

     

    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 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 Request Title and Description of the issue you are facing. To create new request, click New button from the Request List View.

    mc-newincident

    In the New Incident form, enter the following details,

    • Requester Name: By default, the name of the logged in requester is populated in this field.

    • Request Title: Enter a brief summary of the request.

    • Description: Enter a detailed description about the issue.

    Click Add button. The request is saved and appears in the Request List View.

    NOTE: Requests cannot be created through Request Template though templates are configured in the server.

     

    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.

    mc-req-details

    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. Click Back button to go back to View Request page.

    If the description exceeds 250 characters then (More...) link appears. Click the link to view the entire description.

     

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