Page Comparison

...

...

Table of Contents

Overview

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 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.

...

• 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 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 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 Intelligent Service Management mobile app:

...

Home Page

The home page is your dashboard for viewing open tickets and a list of common requests. On the Home page you can navigate to 'My Tickets' and 'Create Ticket' using the right menu icon. 

...

Using the Service Catalog

The Service Catalog can be used to provide users with access to items that are frequently requested. Based on this, a set of predefined templates are created for the users in service catalog, to quickly create a request for various categories as mentioned below. You can view a list of service catalog items such as IT services, Human resources, Network services etc. These templates are tailor-made for different user needs. They help in routing the tickets through a predefined process, to a designated support group. By default, all service catalog categories are displayed. You can also filter the list of catalog items by categories.

For more information about catalog items, refer to (Cloud Service Management - English).

Navigation

Tap the main menu and select Service Catalog.

...

• The Show All Categories menu displays available service catalog categories which you can filter based on your requirements. Click to view the list of categories and select one category at a time to filter the list of catalog items.
• Tap  to toggle between the list view and grid view. By default, the catalog items are displayed in a list view.
• Tap to search for a specific catalog item.

Creating Tickets from the Service Catalog

Catalog items have relevant, prepopulated information, which allows the requester an easy way for routing the request to the correct support group for action and fulfillment.

...

Section

Using Outstanding Items

The Outstanding Items page displays the list of pending tasks assigned to you. Using this page you can perform the following tasks:

• View items pending for your approval and approve or reject them.
• View items pending for your review and provide your review comments.
• View pending for feedback requests from the service desk and submit your response.

Navigation

Tap the main menu and select Outstanding Items.

...

You can also use the icon to search for a specific outstanding item.

Taking Action on Outstanding Items

Approvals

The Approvals section consists of the Details and Decisions tab. It lists all open tickets in the approval phase for which the logged in user is an Approver. The approver can take actions such as Approve, Reject, or Need more information by adding comments.

...

Review

The Review section consists of the Details and Decisions tab. The tickets which requires a review before approval, are listed in the Review section. It lists all open tickets that are in the approval phase, for which the logged in user is a Reviewer. The reviewer can submit comments or ask for more information. After the ticket is approved or rejected, will not be available in the Review section.

1. Tap to select a ticket from the Review section. By default, the Details tab is selected.
2. Tap Need More Info or Review to submit your comments.

Feedback

The Feedback section lists all the survey requests which the logged in user must respond to. For example, a rating requested by the analyst after closing the ticket successfully. 

Using My Tickets

My Tickets page displays a list of all your tickets and allows you to perform the following tasks:

• View ticket details based on the ticket status such as Open, Closed, and All. 
• Search for a specific ticket using the search option.
• Create a ticket of the type 'Request'.
• Edit and existing ticket.
• Add attachments.
• Add comments in the Discussion section
• Relate Assets and CIs.

Navigation

Tap the main menu and select My Tickets.

...

Adding an Account/Environment

The Add Account option allows users to add various accounts without having to log out from the existing account. For example, if the user is assigned to two different roles such as admin and analyst, this option helps to quickly switch between the accounts and perform the required task. This helps users experience hassle free navigation.

...