Release notes 3.5

The highlights of version 3.5 of Mobile Servicedesk are

  • searching for incidents. It’s now possible to find incidents (including closed ones) using a simple free text based query form in the app.
  • fixes for Symantec Servicedesk 7.5 SP1. SP1 introduced some breaking API changes which are now seamlessly handled by the app. Note that some additional work is required, check out this post.

Mobile Servicedesk update for Symantec Serviedesk 7.5 SP1

Mobile Servicedesk update for Symantec Servicedesk 7.5 SP1

Symantec Servicedesk 7.5 SP1 introduced some security hardenings that are incompatible with Mobile Servicedesk 3.4 and previous.

In order to use Mobile Servicedesk with SP1 some changes are required:

  • the app must be upgraded to version 3.5
  • some changes must be applied to the Symantec Servicedesk 7.5 SP1 installation as described below

Note that version 3.5 will seamlessly detect wether SP1 is active or not.

Required changes in Symantec Servicedesk 7.5 SP1

Create missing rights in the system

  1. Navigate to https://<servicedesk>/ProcessManager/Userman/PermissionList1.aspx as administrator.
  2. Create the right Application Properties.Access

Note that the right ApplicationProperties.Access (no spacing between Application and Properties) already exists. Unfortunately, due to a bug (?) in SP1, this right is not used, but instead the right we created above.

Assign rights

In order for users to have access to the App, they must have the right Application Properties.Access.
The simplest way here is to assign that right to all the groups to which app users belongs.

Note that this is typically not necessary for members of the Administrators group.

Release notes 3.3

Release date

Planned to November, 2013.

New features

  1. Change Priority, Impact and Urgency on existing incidents
  2. Change Classification on existing incident
  3. Send logged email from incidents w/o attachments
  4. Quick demo account start up

New features for iOS

  1. iOS 7 support (audio fixed, navigation bar overlay, graphics, etc)
  2. Revised flow – start page added and iPad screens rearranged
  3. Audio recordings are significantly smaller
  4. Comment body text displayed in list. No need to click to view

New features for Android

  1. Content refresh when swiping downwards

Fixes

  1. iOS audio records in AAC-format

Understanding Mobile Servicedesk

We have created a solution that integrates with your Symantec ServiceDesk and enables both end users and technicians to create and work with incidents on the go.

The concept

The Mobile Servicedesk ecosystem is composed of several components:

  • The Mobile Servicedesk Portal (cloud service)
  • Any number of mobile devices, iOS or Android, running the Mobile Servicedesk app
  • Your own installation of Symantec ServiceDesk

NYECO

Although the Mobile Servicedesk is delivered as a service, at no point does incident data or user credentials traverse any of our servers – your data is as secure as it is today!

Mobile Servicedesk Portal

The purpose of the Mobile Servicedesk portal is to provide configuration instructions to the app and gather statistical usage data. The portal is where Administrators configure and grant mobile access to Symantec ServiceDesk and defines witch features should be available in the app.

The portal is also where administrators access and review statistical data about their mobile users.

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Mobile Devices

Users and technicians are using mobile devices to access their Symantec ServiceDesk. The first time the app launches you provide it with a configuration key to withhold information and configuration from the Mobile Servicedesk Portal, including the actual linking to your Symantec ServiceDesk solution. To log in to ServiceDesk via the app users provide their email address and Symantec ServiceDesk password.

Deployment of configuration key and links to get the app installed on your iOS or Android device could easily be automated and administrators are able send out invitations from the portal.

From the app, users can submit incidents and provide information, and follow it´s progress by the technician who is able to work on the go using the solution. Like users, technicians only use the app and not the Mobile Servicedesk Portal. The difference is that technicians typically have access to more features in the app itself and access to support cues that are defined in the Symantec ServiceDesk.

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Symantec ServiceDesk

Mobile Servicedesk enable end users and analysts to connect with your Symantec ServiceDesk allowing them to create, work, follow and resolve incidents on the go. Configuration done in Symantec ServiceDesk such as user account and group membership for handling assignments and queues are transparent and accessible from the app.

Feature list

Mobile Servicedesk Portal administrators are able to configure witch features should be available to their users and/or technicians in the app from the Mobile Servicedesk portal.

Some of the features you can choose from:

  • Attach image
  • Attach audio
  • Add location
  • Set priority
  • Set classification
  • Set urgency
  • Set impact
  • Set affected user (Power feature) 
  • Assign tech
  • Set own asset(s)
  • Show questionnaire
  • View/edit priority
  • View/edit status
  • View assets
  • Add comment
  • Change comment
  • View/edit classifications on existing incident (Power feature)
  • View/edit impact on existing incident (Power feature)
  • View/edit urgency on existing incident (Power feature)
  • Resolve (Power feature) 
  • Resolve w/o comment (Power feature)
  • View/edit assignment
  • Take ownership

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Features marked with (Power feature) require that Mobile Servicedesk custom workflow is implemented on the Symantec ServiceDesk server.

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