The following articles contain step-by-step instructions on how to install and use Intelligent Service Management Mobile App by an analyst and end-user:
Android OS 9 is not supported with the magic link registration functionality. We are working on this issue and hope to have a resolution soon. |
The Serviceaide Intelligent Service Management Mobile App is designed to allow analysts and end users role based access to deliver and receive great service at anytime from anywhere. This app, supported on iOS and Android devices, greatly enhances the ability for analysts to drive down Mean Time to Resolution by moving a ticket through the lifecycle when away from their desk. End Users can create and manage their own tickets as well as swipe to quickly approve outstanding items.
The Mobile App provides end users with the ability to interact with the support team on their mobile device, 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.
Key Features and Benefits:
For a quick demonstration about how a self service user can work with the Intelligent Service Management mobile application, see the following video:
Decision-making and action-taking are simple and efficient using the dedicated mobile app that combines at-a-glance awareness and issue context with single-action workflows. Analysts can act confidently and responsively anytime, anywhere, which lowers mean-time-to-resolution and raises customer satisfaction and service efficiency.
Key Features and Benefits:
• 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.
• Get things done with a single tap – Quickly take common actions with a tap.
• 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 administration - Authentication is simple using a magic link to register new devices including those using Single Sign-On.
• Analyst functionality in the mobile app requires a Named license, Concurrent license or trial license for Intelligent Service Management™.
For a quick demonstration about how an analyst can work with the Intelligent Service Management mobile application, see the following video:
The Magic Link process provides an easier authentication experience for users using Single Sign-On (SSO) or a 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 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 Intelligent Service Management or request a new Magic Link.
If your mobile device opens the magic link in your mobile app browser, try clicking the URL in the browser to see additional options. In Safari on iOS, the user can open the mobile app from there and the Magic Link process will complete.
From the main navigation menu a user can add new accounts to be associated with the mobile app. This allows users to easily switch between two accounts without having to logout of the app, enter new credentials before logging back in. This is helpful for users who may have multiple usernames in the same system or even across a Staging or Production environment. Many users will define an account for Production, Staging and the Serviceaide support system (support.serviceaide.com) allow them to easily switch between environments for testing or logging support issues. Authentication for each account can be done with the system URL, username and password or using the Magic Link process.
To assist customers with understanding the impact of using the Serviceaide Intelligent Service Management mobile app on their wireless and cellular networks, the following tests were done.
Please note that all networks and devices are different so your experience may vary.
| Activity | iOS Data Usage in KB | Android Data Usage in KB |
|---|---|---|
| Login Successfully to home page | 58.5 | 34.20 |
| Load list of tickets, first 10 records | 39.3 | 11.05 |
| Next 10 tickets | 39.2 | 11.5 |
| Open single ticket | 18 | 11.27 |
| Add Account/Profile | 60 | 60 |
Also available for Android in China at
3.2 December 5, 2018
3.1.1 May 22, 2018
3.1 April 2, 2018
3.0.3 January 4, 2018
3.0.2 October 15, 2017
3.0.1 October 15, 2017
3.0 October 13, 2017
The Side menu is introduced for the users to navigate between Service Catalog, My Tickets/Ticket Center, and Outstanding Items. The Add Accounts option is also added to create new accounts.
The Right menu provides the option to switch between various accounts and environments such as Staging, Production, and Support. This feature helps in quickly switching between accounts without logging out of the application and also the user doesn’t lose any information in this process. The users can also select an account and slide to the left or right to edit or delete the account information.
In the Outstanding items page, the user can view Approvals, Reviews, and submit feedback
User can select the catalog item to approve or reject from the Detail view.
User can also slide left or right to approve or reject the outstanding item.
Using the Review tab the user can review and add more info, and view the discussions in the Decisions section.
Search option is added.
2.2.4 August 16, 2017
2.2.3 June 22, 2017
2.2.2 June 16, 2017
2.2.1 June 8, 2017
2.1.0 May 25, 2017
2.0.0 May 5, 2017
1.1.1 April 27, 2017
1.0 April 11, 2017
0.1.1 March 29, 2017
0.1 March 27, 2017
iOS 8.0 and up
Android 5.0 (Lollipop) and up
The legacy mobile app will remain available on iOS and Android for self-service use cases. No new updates will be made to this app and it will be retired in 2018. |
The Intelligent Service Management self-service app lets your End Users log issues using an intuitive user experience. It integrates your service desk requests and assets to help you manage your IT support issues effectively.
An end user can login using their organization domain credentials (if SSO is configured) or their Intelligent Service Management username and password and take advantage of the following features:
• Create tickets using the service catalog and attach pictures and location information
• Manage their existing tickets and add comments and attachments
• View announcements and outages
• Review and approve assigned tasks
• Search on tickets, announcements, outstanding tasks and knowledge articles
• View owned assets and raise ticket for the given owned asset
• Call their organizational-specific service desk directly from the App
• Manage their user profile
All users who access the mobile app will be in the self-service role and do not require a Intelligent Service Management user license. The app requires a connection to an instance of Intelligent Service Management.
To authenticate single sign-on users, domain authentication is enabled for the mobile app.
The mobile app is tested and supported for Windows Authentication. The app currently does not support any other type of authentication like Form Based Authentication. The customers who have windows authentication can log in to the mobile app using single sign-on. |
Contact the application administrator to gather the login information. Log in to the Intelligent Service Management mobile app using the following two options:
Follow these steps, to log in to the mobile app if single sign-on is configured:
Authentication using Application Credentials
Follow these steps, to log in to the mobile if single sign-on is not configured:
Specify the Username.
The following features are available in the the mobile app:
To use the Call Helpdesk capability, administrators must define the support telephone numbers for each organization in the individual records for the organization. If the support phone number is not defined, main phone number of the organization is used.
Follow these steps:
The main navigation menu is available on all screens of the app. To access the menu, tap or pull out the tab at the bottom left side of the screen.
The app provides you a tablet optimized layout enabling you to view the list and detail screens side by side.
The latest mobile app release supports Intelligent Service Management Summer 2014 MR2 release.
Some Android 5.0 users may experience local storage issue (language preferences and user credentials that are not stored even when 'Remember Password' is selected) with the Intelligent Service Management Mobile app Bamboo release. To avoid this scenario, update the Android System WebView app from Google Play Store to version 42.0.2311.138 or higher.
iOS 7.0 and up
Android 4.2, 4.3, 4.4 & 5.0
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