Table of Contents
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Overview
This article explains the mobile app navigation and the procedure to use each feature by an analyst.
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- Quickly create a ticket using the Service Catalog.
- Review and approve outstanding items such as approvals and surveys.
- Leverage your existing Filters - Any filters the you create using the web interface, are available; so you can quickly select your familiar views of the ticket queue.
- Attach a picture to a ticket – Instead of typing or tapping notes, just take a picture of the issue, attach it to the ticket.
- Dictate versus type - Use the speech-to-text capability of the device to enter text.
- Simple authentication - Authentication is simple using a magic link to register new devices including those using Single Sign-On.
- Quickly switch between different accounts in one or more Intelligent Service Management environments.
- Analyst functionality in the mobile app requires a Named license, Concurrent license or trial license for Intelligent Service Management™.
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
Contact the application administrator to gather the login information such as user name and password. Log in to the Intelligent Service Management mobile app using the following two options:
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Home Page
On the Home page, you can view all the open tickets and a list of common requests. You can also search for a specific request from the catalog. You can access several functions on the Home menu.
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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 change request, report an outage etc. By default, all service catalog categories are displayed. You can also filter on the categories. The Show All Categories window consists of the list of categories based on the permissions provided to the user.
For more information about catalog items, refer to (Cloud Service Management - English).
Navigation
Tap 
the main menu and select Service Catalog.
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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.
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For more information on catalog items, see Create and Manage Catalog Items.
Apply Request Catalog Item
Users can access only those catalog items which they are authorized to. Based on the catalog item that you have selected, the options will be displayed in the Apply Request Catalog Item menu.
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Using Outstanding Items
Outstanding Items page displays a list of open tickets in approval/rejection phase based on the date of submission for approval. The logged in user must be an approver to view the list of tickets for which action is awaited. Actions such as Approve, Reject, or Need more information (with a comment).
Navigation
Tap the main menu and select Outstanding Items.
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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.
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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.
- Tap to select a ticket from the Review section. By default, the Details tab is selected.
- 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.
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Using Ticket Center
Ticket Center displays a list of open tickets assigned to the logged in user. As an analyst, you can perform the following actions using the Ticket Center:
- View tickets
- Create new ticket (request, incident, change, and problem)
- Add worklog
- Add attachments
- Send mail to the requester or requested for using communication template.
- Call the end user on the ticket (requester or requested for users)
- Perform workflow actions
- Create and link a task from an existing ticket.
Navigation
Tap the main menu and select Ticket Center.
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The Workflow Action is also displayed on the Right menu, in the Ticket Details page.
Creating a Ticket
To create a ticket perform the following steps:
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6. Tap 
to save the ticket.
Additional Actions
The following actions can be performed from the Ticket Center, for a ticket.
- Add worklog: Tap
to add work log to the ticket. - Add attachments: Tap
to add attachment to the ticket. Choose one of the options from camera 
or gallery 
, as required. - Send mail: Tap
to send e-mail to the requester or requested for using communication template. - Call: Tap
to call the requester or requested for. - Tap
to expand the ticket to view more details. - Filter tickets: Tap
to apply default filters in the Ticket Center. - Search tickets: Tap
to search for a specific ticket.
Using Workflow Actions
After a ticket is created, a process workflow is automatically linked to the ticket using Intelligent Service Management's routing engine. A workflow defines actions that are performed to resolve a ticket during its lifecycle. Serviceaide Intelligent Service Management mobile app provides the following types of predefined process workflows:
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Adding an Account/Environment
The Add Account option allows the 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.
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