Try out Mobile Servicedesk

When you create your demo account on http://mobileservicedesk.zitac.net you will receive login instructions for your account in a separate email within minutes!

The account is configured as a technician in our Symantec ServiceDesk demo environment. You can easily work with requests and tasks directly in the Mobile Servicedesk app on your mobile device or from your web browser at http://demo.mobileservicedesk.zitac.net/processmanager

If you register several accounts from the same email domain, you will be able to assign cases between the accounts.

In order to make it possible for you to do some extended testing, your demo includes two additional user accounts:
– user@companyname.mobile
– tec@companyname.mobile
(Where companyname is replaced with your company mail domain)
The password for both users is “Mobile”.

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Download Mobile Servicedesk to some of your mobile devices, log on with the different technician and user accounts and work with a few cases. Ask your colleagues to register with their email address and assign cases to each other. This way you can try out some of the great features and explore the benefits of being mobile!

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.

1

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

Configuring your Mobile Servicedesk portal

The Mobile Servicedesk app needs to be configured to properly connect to Symantec ServiceDesk. This configuration is conveniently served by the portal. The only thing the app needs to provide is the email address of the user and a so called configuration key. These two values are used to ensure that the email address is a valid user of the specified ServiceDesk. No authorization is done by the portal, as it will be handled by the Symantec ServiceDesk at a later stage.

Setting up an organization for the first time

To configure an organization you will need to do the following:
1.    Specify your Symantec ServiceDesk URL
2.    Enable features
3.    Create a configuration key
4.    Grant access to users and technicians

All the above listed steps are detailed under each respective paragraph.
Start by logging in at https://mobileservicedesk.zitac.net/Auth/SignIn with account received by your reseller or Zitac Consulting.
1

Symantec ServiceDesk connection

Specify the URL and version of your Symantec ServiceDesk installation.

 

Diagnose

If the URL is publicly available, you can use the Diagnose button at the bottom of the page to verify connectivity.

Note that it is not required for the portal to be able to access your ServiceDesk as long as your mobile devices can. This situation could typically arise if your ServiceDesk is only available within your Wi-Fi or with a VPN connection.

Public name

The public name is what will be displayed in the Mobile Servicedesk app once it has connected

Feature configuration

App feature availability is controlled from the portal. Administrators can turn on and off specific features.

Feature availability is specific for standard users and technicians. Typically technicians get a broader array of functionality as they will be working incidents and users are merely reporting them.

Some features cannot be enabled for standard users but are exclusively available for technicians, for example the option to resolve an incident.
2

Configuration key

The configuration key is a unique identifier of your configuration. You may choose it freely.

The key should be distributed to your users and technicians, whom will enter it in their apps to retrieve the configuration from the portal.

Changing an existing key will lock all your users out of the app until they change their key.

3

Licensing

Each unique user and technician uses one slot each in your license. The license count is displayed in the portal and updates as users and technicians connect their apps.
Your license also has an expiration date which is displayed at the licensing page in the portal.
2

Access control

Before you are ready to invite users to Mobile Servicedesk, you need to grant them access, instructions are found in the following article:
Configure users and access control for Mobile Servicedesk