Mobile App User - SSU

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 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.

Key Features and Benefits:

• 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.

Navigation

The navigation details cover these sections:

• Home Page
• Service Catalog
• Outstanding Items
• My Tickets

Home Page

On the Home page you can navigate to 'My Tickets' and 'Create Ticket' using the right menu icon. You can view all the open tickets and a list of common requests on the Home page. 

Tap View All to view your tickets segregated based on the status such as Open, Closed, and All in an order starting from the older tickets to the most recent ones.

Tap to view the following options on the main menu: 

• Home
• Service Catalog
• Outstanding Items
• My Tickets
• Add Account

The side menu also displays your profile picture along with your account details. Click to view all associated accounts. You can also add more accounts as required. This allows users to easily switch between two or more accounts without having to logout of the app, enter new credentials and login again. This is helpful for users who may have multiple usernames in the same system or even across a Staging and Production environments.

Service Catalog

On this page, you can view a list of service catalog items such as IT services, Human resources, Networking services, Security etc. By default, all service catalog categories based on the user's permissions are displayed. 

• 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.

Outstanding Items

On this page, you can view a list of all your open tasks. Tasks are sorted based on approval/rejection phase based on the date of submission for approval. This page consists of three sections:

• Approvals: the Approval section displays tickets which are pending for approval or rejection.
• Review: the Review section displays tickets that are in the approval phase, for which the logged in user is a Reviewer.
• Feedback: the Feedback section displays the survey requests which the logged in user must respond to.

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

My Tickets

My Tickets is where you go to view and update all of your open and closed tickets. Tickets are displayed based on the status such as Open, Closed, and All. You can also use the following options:

• Search for a specific ticket using the search option.
• Create a ticket of the type 'Request'.

The Ticket Details page displays information such as Additional Info, Activity History, and Related Assets/CIs in different tabs on the header.

Worklog section appears as Discussion and displays the number of communication threads with the support analyst's name, date, and time. 

Using 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).

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.

Follow these steps to quickly create a ticket using the catalog item template:

1. Tap Service Catalog from the Main menu.
2. Select the Catalog Item that aligns to your request or issue from the list. Filter or search to find the item you are looking for. For example, Conference Room Reservation.
3. Based on the selected catalog item, the field information is populated. Verify the information provided is correct.
4. Tap Next.
5. If the request is to book for a conference room, search for the conference room by tapping on the Search option.
6. Select the reservation start time and end time accordingly.
7. Tap Submit.

   For more information on catalog items, see Create and Manage Catalog Items.

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.

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.

• Tap to select a ticket from the Approvals section. By default, the Details tab is selected.

Details Tab:

The Details tab displays the information such as ticket details, phase, assigned individual, requester, and priority.

Decisions Tab:

The Decisions tab displays the information such as name, role, decision time, decision, and comment. 

Follow these steps to approve or reject a ticket:

1. Tap Approve to approve a ticket.
2. Tap Reject to reject a ticket. A text box is populated. When you reject a ticket, you must specify your comments to convey the requester the reason why you rejected the ticket.

            a. Type your comments in the text box.

            b. Tap Reject.

      3.  Tap Need More Info if you seek more information about the ticket. A text box is populated. You must specify your comments to convey the requester your concerns before approving or rejecting a ticket.

            a. Type your comments in the text box.

            b. Tap Need More Info to submit your comment.

            c. or tap Cancel to exit without submitting your 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. 

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 work log entries such as attachments in the Discussion section and comment on the existing work log entries.
• Relate Assets and CIs.

Creating a Ticket from My Tickets

To create a ticket from My Tickets perform the following steps:

1. Tap  on the My Tickets page.
2. Tap Create Ticket.
3. Specify the ticket description followed by the details.
4. Specify the other required information.
5. Tap Submit.

After creating the ticket you can add more information by using the More Details option in the ticket. You can access the following tabs :

• Ticket Info: Consists of the details you provided during ticket creation as well as attributes used by the support team to categorize and assign your ticket to the right owner.
• Attachments: Tapto add attachment to the ticket. Choose one of the options from camera or gallery , as required.
• Worklog: Type notes or comments which you want to add in the Discussions section and tap to save the information. This information will be visible in the Activity History page.
• Additional info: View additional information about the ticket. This page is dynamic and appears based on the request type. After adding the information, tap Save.
• Activity History: Displays information such as e-mail communications, work logs and client notes etc.
• Relate Assets/CIs: View and relate Assets and CIs.

Add Account

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 the users to experience a smarter, quicker, and hassle free navigation.

To add another account:

• Tap Add Account from the main menu, on the Home page. The Log In page is displayed.
• You can also tap on the user profile to add another account and view the existing accounts.

1. Tap Add Account. You will get the following pop-up message. 

       2. Tap Continue to add another account. Or

       3. Tap Cancel to exit.