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Table of Contents
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The Mobile App provides self-service users with the ability to interact with the support team on their mobile device and access their tickets, anytime anywhere. The Cloud The Intelligent Service Management mobile app is a modern channel for end users to engage with support and leverage self-service. Creating new requests through the catalog is simple and approving tasks is fast with a swipe. The Administrator configures options to be made available to different users through Role Based Views.
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- Dedicated home screen dashboard designed to help users view open tickets and quickly create requests using top items from the Service Catalog.
- Leverage the Service Catalog and a simplified 2 step ticket creation process to guide end users through creating a well formed request. My Tickets page shows end users their open and closed tickets allowing them to search and filter them.
- The ticket detail page gives users a simplified view of a ticket including a dedicated area to see just the conversation between the end user and the support team.
- The Outstanding Items workspace shows users their open approvals, reviews, and surveys (service feedbacks) allowing them to swipe or tap to approve them and keep the process moving forward.
- Quickly switch between different accounts in one or more Cloud more Intelligent Service Management environments.
Downloading the Mobile App
The mobile app is available for Google Android and Apple iOS devices from the Google Play and the App Store respectively. For information about the supported versions for each mobile operating system, please view the corresponding store.
Logging into the Mobile App
To login to the mobile app you can use your normal Cloud normal Intelligent Service Management credentials. If you don't know your credentials please contact the application administrator to gather your user name and password. You can use one of the following two options to login to the Cloud the Intelligent Service Management mobile app:
Authentication using Application Credentials
Follow these steps, to log in to the mobile if single sign-on is not configured:
- Specify the URL. It is the Cloud the Intelligent Service Management URL.
Specify the User Name.
- Specify the Password.
- Tap Sign in.
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The Magic Link process provides an easier authentication experience for users using Single Sign-On (SSO) or a CSM Intelligent Service Management username and password.
At first login, the user requests a Magic link to be sent to their inbox using the URL that they use for login as well as their user name. A Magic Link email is sent to the email address associated with the user's account with a link in it. The link must be opened in the user's mobile device where the Cloud the Intelligent Service Management mobile app is installed. Their device will recognize this link and open up the correct app. The user's authentication information is stored in secure storage in the device until the user logs out of the mobile app. Each time the user opens the app in their device, it will automatically log them in.
If the user logs out of the mobile app, it will remove the magic link association with the app. The user can then use a username/password to login to Cloud to Intelligent Service Management or request a new Magic Link.
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- Tap Magic Link on the Log In page.
- Specify the URL from the Environment URL menu.
- Specify the user name. That is your e-mail ID, which you have specified in your Users account.
- Tap Submit. A login link will be sent to your e-mail account.
- Open your e-mail account in your mobile and tap the link. You may get a prompt if you want to log in using the CSM Intelligent Service Management app or any browser.
- Select the app. The Sign in page is displayed.
- Specify the application URL, User name, and password.
- Tap Sign in.
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