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 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
- Navigate to https://<servicedesk>/ProcessManager/Userman/PermissionList1.aspx as administrator.
- 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.
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.
Want to know how Mobile Servicedesk started? Well keep on reading.
The makers behind Mobile Servicedesk is a company called Zitac Consulting located in Gothenburg in Sweden, Europe. It was founded by six dedicated individuals with diverse backgrounds in the IT industry. Common to all members who was also the first employees was that they all had long experience in the industry and they had worked together before.
The fact that a company is profitable is obviously hugely important, and after a few years of establishment in the market, it was time for Zitac to recruit new talents. We have since that time had a growth of 20 – 30% per year and today we are about 50 colleagues at Zitac.
Zitac is a recognized Symantec Platinum partner with many years experience in working, developing and supporting our customers globally. We have also been working with Altiris since 2001 and performed our first successful Symantec ServiceDesk installation the same day as it´s official release. Zitac is today Platinum Partner and one of the most technically accredited Symantec Management Platform partners worldwide.
About a year ago an idea came up to make the ServiceDesk more mobile and flexible. Said and done, some very smart people sat down and started to create what later became Mobile Servicedesk. Since then the team that works with Mobile Servicedesk is bigger and has a lot of different backgrounds to make the best solution possible.
If you want to know even more about Zitac, check out our website http://zitac.se/
Las Vegas, NV, 2013-04-20 At Symantec Vision in Las Vegas we officially launched our iOS and Android app called Mobile Servicedesk. The response was overwhelming and nothing short of a success!
Partners and customers signed up for test accounts and got the app running on their mobile devices on the spot. Visitors to our booth immediately recognized the potential of Mobile Servicedesk and how it would empower their end users and technician tremendously.