Pricing

The app itself is free of charge but you need Symantec ServiceDesk installed on-premises with licenses and also a subscription to our cloud solution.

End user edition

Quantity Monthly price per user
200 – 999 € 1,00          $ 1,35
1 000 – 4 999 € 0,60          $ 0,85
5000 + € 0,40          $ 0,55

Technician edition

Quantity Monthly price per technician
10 – 49 € 14,00        $ 19,00
50 – 99 € 12,00        $ 16,50
100 + € 11,00        $ 15,00

Configure user and access control for Mobile Servicedesk

An app user authorizes himself against Symantec ServiceDesk, but before that happens, his email address must be verified against the Mobile Servicedesk portal. Administrators can either enter specific email addresses which are granted access, or they simply provide a domain to grant all email addresses within that domain access.

Granting access

Granting access is done in two ways – specific users per individual email address and/or general, by entire domain.

Specific access

To grant a specific user access, add his/her email address on the active users tab.
2

General access

To grant all users of a specific domain, enter the domain name on the domains tab.
3

Identifying technicians

Technicians are identified by their email. On the portal you simply enter the email addresses of all your technicians.
4

Blacklisting

If you are granting user access with the domain specification feature, you might want to exclude some specific individuals, this is called blacklisting.
Just enter the email addresses of the blacklisted user on the blacklist tab to shut them out.
5

Invitations

Send invitations to your users to provide them with app download links and  configuration key.
6

Manage Administrators

The term administrators refer to administrators of the portal website and they do not have to be users or technicians of the app. Being an administrator does not grant app access nor does it uses any licensing slots.

Granting administrator access is done as follows:
1.    Add the email address on the administrators tab.
2.    Ask the becoming administrator to go to the sign in page of the portal website and do one of the following:
a.    Log in using Google.
b.    Request a new password.

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Working with statistics and visualizations

Mobile Servicedesk generates statistical data which is intermittently sent to the portal. The portal in turn has a number of visualizations to present this data to the administrators.

Explanation of the visualizations

Each visualization has its own purpose. Below is a brief description to each of them.

Activity

Shows reported activity of visits, errors, unique devices and unique users over time.

To zoom in on a specific period in time, use the lower overview graph and drag to zoom.

You can toggle which data series to display by clicking the collared circles at the top of the visualization.

Hovering over a point will display the data behind it.
1

Location

A map displaying last reported position of all users.

The position gets updated when you submit an incident, unless GPS access was blocked by the user.

This is a Google Maps so you can zoom and switch between map and satellite mode as usual.
stats location

By weekday

Shows average resolve and submit per weekday.

Click the upper left circles to toggle the visualization mode.

You can toggle which data series to display by clicking the collared circles at the top of the visualization.

Hovering over a point will display the data behind it.
3

By hour

Shows average resolve and submit per hour.

Click the upper left circles to toggle the visualization mode.

You can toggle which data series to display by clicking the collared circles at the top of the visualization.

Hovering over a point will display the data behind it.
stats by hour

Top users

Top submitting users from the last 30 days.
stats top users

Usage

A list of the 50 last users using the app.
stats usage

Actions

Shows submitted incidents over time.

To zoom in on a specific period in time, use the lower overview graph and drag to zoom.

You can toggle which data series to display by clicking the collared circles at the top of the visualization.

Hovering over a point will display the data behind it.
7

Introducing the Mobile Servicedesk portal

The purpose of the Mobile Servicedesk portal is twofold – firstly to provide configuration instructions to the mobile apps and secondly to gather statistical usage data.

It is important to note that no Symantec ServiceDesk data is sent to or through the portal – all ServiceDesk communication is performed between the app and your Symantec ServiceDesk installation.

Mobile users will by default provide statistical data to the portal. This includes GPS positioning data each time an incident is submitted. Of course, a user can actively deny the app to provide GPS location altogether.

As stated, there is a number of elements partaking in the eco system of Mobile Servicedesk. Users and technicians are using mobile devices to access their Symantec ServiceDesk. Administrators configure and grant mobile access via the portal, where they also access statistical data about their mobile users.

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Users are only using their mobile devices and running the Mobile Servicedesk app. They do not interact with the portal. They are providing their email address and their specified configuration key to start their app with the right configuration.

Like users, technicians only use the app and not the portal. The difference is that technicians typically have access to more features in the app itself.

Administrators have access to the Mobile Servicedesk portal. They can configure the ServiceDesk URL, grant user access and view statistical data.