SupaDESK Mobile User Manual
Contents
1. Assigned Group default unassigned Assigned Person default unassigned The incident is created according to the defined Template in SupaTOOLS under System Settings gt Incidents tab All unset field values are inherited from the Template The incident number is generated and displayed once the incident has been created e g New incident created with number X0002033 Depending on the incident View selected the new incident may appear on the main screen list Copyright 2015 SupaTools Limited Page 12 of 23 SupaDESK Mobile User Guide 0000 Voda NZ 4 48 pm 1 WM Cancel Create o Create Incident TUE EPB performance issues DESCRIPTION Users are reporting very slow load times in EPB application since 7am this morning PRIORITY Medium gt ASSIGNED GROUP App Support gt ASSIGNED PERSON Unassigned gt Changing Status Clicking on the status button allows the ticket status to be changed The available statuses depend on the ticket type and current status value IN PROGRESS vw ll Current Status Click to change Copyright 2015 SupaTools Limited Page 13 of 23 SupaDESK Mobile User Guide Click on alternate status to change the value X0001006 XYZ Service Unavailable Status In Progress Accepted Scheduled Assigned On Hold Resolved Cancelled Certain statuses require a reason to be entered In this scenerio you will be prompted to enter some tex2. Settings The basic settings screen can be accessed via the gear icon at the top left of screen and allows you to e Set the SupaTOOLS URL e Set the default ticket list on the Main screen e Switch the view used for each ticket list e Set the description text font size e Set number of description lines displayed on the Main screen e Manually log out The RESET DEFAULTS option will reset all values back to factory settings This includes reverting the login details to the demo account 000 Voda NZ 4 48 pm 1 m Cancel Dex Done o Basic Settings SUPATOOLS URL https otho supatools com DEFAULT TICKET LIST Incidents gt SELECTED INCIDENTS VIEW Assigned to me gt SELECTED CHANGES VIEW Assigned to me gt SELECTED TASKS VIEW Assigned to me gt TICKET DESCRIPTION FONT SIZE 8 i q 20 Setto 12 TICKET DESCRIPTION LINES 2 Ll m 20 Set to 8 RESET DEFAULTS Copyright 2015 SupaTools Limited Page 22 of 23 SupaDESK Mobile User Guide 7 Advanced Settings The Advanced Settings option is reserved for use by SupaTOOLS support and requires a PIN number to access Behind here it is possible to alter the SupaTOOLS views that are invoked to return data to the Main screen thus customizing how the application presents data 8 Customizing SupaDESK Mobile It is possible to customize the output produced in SupaDESK Mobile for any of the preset Views and the attributes returned when viewing the Det
3. see if editing the ticket using the SupaTOOLS Web UI Any attribute value shown in blue can be clicked on to reveal the Detail screen for that item This provides the ability to drill down countless levels to explore ticket detail and relationships The Back option can be used to scroll back to the starting position or clicking on the SupaDESK logo will also reset the display to the starting list on the Main screen Copyright 2015 SupaTools Limited Page 18 of 23 SupaDESK Mobile User Guide X0001006 XYZ Service Unavailable Incident No X0001006 Title XYZ Service Unavailable Reported By Sue Mason Date Occurred 30 04 2015 Time Tosh Time Zone UTC 12 00 Affected User Sue Mason Work Phone 1 408 555 9780 Email smason example com Type Incident Origin Business Service T Infrastructure MAA ers Mido os o S Tap to add a note Notes option The Notes option lists all notes for the selected ticket latest first The author and created date are displayed along with the note content Copyright 2015 SupaTools Limited Page 19 of 23 SupaDESK Mobile User Guide X0001006 XYZ Service Unavailable SupaTOOLS Administrator Wed 13 May 2015 15 20 Linked Document X0001006_XYZ_Restore_Instructions docx as References SupaTOOLS Administrator Wed 13 May 2015 15 17 Linked Document X0001006_XYZ_Availability xlsx as References Dan Lanoway Thu 30 Apr 2015 16 19 Best if Joe handles this sin
4. SupaDESK Mobile User Manual Copyright 2015 SupaTools Limited SupaDESK Mobile User Guide Contents About SUDADESK Mobiles ri 3 SUSE MR ea UEM SSA AAA A 3 A ae see eee lame a cal ham a Rd nn ack Toles 4 o A 5 ICN CON ei On sce ce weet aad ea eta maa 6 cident LISTO iii 7 A De ee ee tea ee 8 RAS RS NS Cs ssa a ree tee O O A teen 9 A PS rar A OO RET a 10 BASIC SCAN NRC dde den 10 Advanced SCA CM Rd NN deieicastinanuc te duueceuleteveses 11 A o A 12 Chaneine STATUS lid 13 ROASSISMIME sein a 15 ASTM E rado 17 Bd y A a onctsnlec sha vasiathedamieabasav cance aia uid Saviabteon tin abasa icone oma ved aoc tia asa cane ameana tae 18 A A 18 NOTES ORO o A E 19 DOES OPON cea auton caeie weg eseticale it noter Aan Et 21 BASIC SEINES nd ss 22 ACVancea CE a o e cl ERE ee 23 CUstomizine s UbADES I MODIG trente den ee 23 Copyright 2015 SupaTools Limited Page 2 of 23 SupaDESK Mobile User Guide 1 About SupaDESK Mobile The SupaDESK Mobile app provides a quick and easy way to manage your assigned incidents changes and tasks referred to collectively as tickets in real time from a mobile device Your existing SupaTOOLS account login is used to access data in real time using an HTTPS connection to the SupaTOOLS server A separately generated token is used to authentication against SupaTOOLS and does not use or require entry of your password The authentication token is generated by an Administrator in SupaTOOLS and e mailed to you in th
5. ail of a record This is achieved by configuring SupaTOOLS at the back end Views have been predefined to provide the list views as follows e SSDA_INCIDENTS_ASSIGNED e SSDA_INCIDENTS CREATED e SSDA_INCIDENTS ALL OPEN e SSDA_CHANGES ALL_APPROVED e SSDA_CHANGES ASSIGNED e SSDA_CHANGES CREATED e SSDA_TASKS ALL RELEASED e SSDA_TASKS_ ASSIGNED e SSDA TASKS CREATED The above Views can be modified to change the search criteria and output but should only be performed by a SupaTOOLS consultant Changing these views incorrectly may cause the SupaDESK Mobile to crash The attributes returned when a user views the Detail function is determined by the SSDA_DETAIL attribute scheme for the given record according to its Cl Type and Subtype Therefore it is possible to restrict or expand the attributes made available to the end user for different record types If no SSDA_DETAIL attribute scheme is found the default attribute scheme is used instead Copyright 2015 SupaTools Limited Page 23 of 23
6. ated by me Tasks that have been created by you All Released All released tasks that are currently open The chosen View may be altered using the Basic Settings function Copyright 2015 SupaTools Limited Page 9 of 23 SupaDESK Mobile User Guide The Tasks option lists open Tasks that have been assigned to you or your group Both Incident and Change related Tasks are included The current status of the Task is shown and may be altered by clicking the button If the Task is unassigned the ASSIGN ME option is diplayed otherwise REASSIGN will allow the user to change the assignment to someone else Results are ordered by priority critical to low and due date oldest first Clicking on the item will open the details of the Task 1 of 5 C0002115 001 PLEASE APPROVE Open SFTP access to abc net 7h Dan Lanoway Tue 12 May 2015 15 34 Please approve Change C0002115 C0002116 002 Switch firmware upgrade due Dan Lanoway Tue 12 May 2015 15 57 16h Test firmware upgrade on test switch gt 30f5 R0001010 001 Register iMac in CMDB Wendy Lutz Tue 12 May 2015 16 21 Y 16h i Record serial number and user assignment gt R0001010 002 Configure network connection and access policy Q 16h Wendy Lutz Tue 12 May 2015 16 22 Configure network connection and access policy 4of5 Searching Searching can be performed by entering a partial ticket number Basic Search or by en
7. ce he knows XYZ better than anyone else Thu 30 Apr 2015 16 19 E mail sent to smason example com by Dan Lanoway Dan Lanoway Thu 30 Apr 2015 16 18 Linked Document X0001006_XYZ_Service_Unavailable pdf as References Ciian Ndammin This DN Ame MAC 4D Tap to add a note Add note Notes you have created can be deleted by swiping the entry to the left to reveal the Delete option Attempting to delete a note you did not originally create will result in a Permission Denied error Copyright 2015 SupaTools Limited Page 20 of 23 SupaDESK Mobile User Guide SupaTOOLS Administrator Wed 13 May 2015 15 20 Linked Document X0001006_XYZ_Restore_Instructions docx as References dministrator Wed 13 May 2015 15 17 ment X0001006_XYZ_Availability xIsx as Delete Docs option The Docs option lists all documents attached to the ticket Each document may be downloaded and viewed by clicking on the DOWNLOAD button X0001006 XYZ Service Unavailable mea X0001006_XYZ_Availability xlsx Added by SupaTOOLS Administrator XLSX Wed 13 May 2015 15 17 0 01mb DOWNLOAD V X0001006 XYZ Restore Instructions docx Added by SupaTOOLS Administrator DOCX Wed 13 May 2015 15 20 0 01mb DOWNLOAD V X0001006_XYZ_Service_Unavailable pdf Added by Dan Lanoway PDF Thu 30 Apr 2015 16 18 0 17mb DOWNLOAD V Copyright 2015 SupaTools Limited Page 21 of 23 SupaDESK Mobile User Guide 6 Basic
8. d changes that have been assigned to your group and or you personally Created by me Changes that have been created by you All Approved All open approved changes The current status of the Change Request is shown and may be altered by clicking the button Copyright 2015 SupaTools Limited Page 8 of 23 SupaDESK Mobile User Guide If the Change Request is unassigned the ASSIGN ME option is diplayed otherwise REASSIGN will allow the user to change the assignment to someone else Results are ordered by priority critical to low and due date oldest first Clicking on the item will open the details of the Change Request 1 of 3 C0002116 Switch firmware upgrade Dan Lanoway Tue 12 May 2015 15 56 Maintenance upgrade of switches from MSE 3355 gt v7 6 12 0 to 8 0 110 0 b APPROVED v REASSIGN C0002114 Creation of new VM for Transact testing Y 410 Wendy Lutz Fri 1 May 2015 12 34 A new Windows Server 2012 R2 VM is required for gt Transact testing APPROVED v REASSIGN C0002117 Renew SSL certificate on https myweb company com Alan White Tue 12 May 2015 16 44 2 of 3 3 of 3 Renew SSL certificate on https gt myweb company com Expires on 1st September 2015 APPROVED v ASSIGN ME Tasks Listing The Tasks list shows task records according one of 3 views Assigned to me default Open released tasks that have been assigned to your group and or you personally Cre
9. dent template must be configured under Tools amp Utils gt System Settings gt Incidents tab in your SupaTOOLS database An Android or iOS handset is required Most modern mobile smartphones are supported SupaDESK Mobile can also be used on a tablet however will maintain mobile screen size proportions Copyright 2015 SupaTools Limited Page 3 of 23 SupaDESK Mobile User Guide 3 User Access Each user must be supplied with an authentication token in order to use SupaDESK Mobile The authentication token is generated within the SupaTOOLS application for each user by an Administrator and sent via e mail to the target user User registration is achieved using the Roaming User Register button in the security section of the user details as shown Access Role Access Level Administrator ff fe ep Ihi tare il iE Roaming User Register 7 New Password Generate Confirm Password The token is unique per user and includes an expiry date for security purposes You have 6 out of 10 licenses remaining Use Eval Token Expiry Date 30 10 2015 21 34 E mail token to user Register Cancel SupaTOOLS comes with one complimentary SupaDESK Mobile license You can also create up to 10 evaluation license keys with the Use Eval Token option which will expire after 48 hours If the E mail token to user is unchecked the security token will be displayed on screen This is only for
10. direct API use and not intended for SupaDESK Mobile The e mail sent to the user contains the following content Hi Fred This e mail is to confirm that you are now registered to use SupaTOOLS mobile apps Click on the following link on your mobile device to activate access after installing the app Click here to activate If link does not work check you have the required network access to your SupaTOOLS server from your device When the user clicks on the link on their mobile device the SupaDESK Mobile app will launch and initialise access to the server The Tools Utils gt Active Users function can be used to list SupaDESK Mobile users and renew expired tokens Copyright 2015 SupaTools Limited Page 4 of 23 SupaDESK Mobile User Guide 4 Main Screen The main screen provides access to the 3 primary lists of tickets which are divided into the sections Incidents Changes and Tasks The default listing is Incidents which can be altered under Basic Settings Touching the one of the options will switch between lists The header section provides access to the Basic Settings function home page and user info popup Clicking on the SupaDESK logo at any time will return you to the default listing screen Return Home Basic Settings Each ticket listed regardless of type provides a similar display Ticket title Red if P1 creator created date and description text Time until ticket due Red if overd
11. e form of a clickable URL that will initialise the SupaDESK Mobile app This token includes an expiry date which means a new token may need to be generated and sent from time to time The SupaDESK Mobile application includes a built in demo token that can be used to view all features of the application Write functions are however disabled when using the demo token SupaDESK Mobile has been designed with a very flexible interface that can be altered at the back end to provide a customized list of tickets This guide is based on the default configuration which is to list tickets that are assigned to the user The core functionality of the current version allows you to e Switch between 3 pre defined ticket lists e Perform searching within ticket lists e Change the status of a ticket e Create an incident e Assign yourself to an unassigned ticket e Reassign a ticket to someone else e View and add notes to a ticket e View full details of a ticket and associated records e List and download ticket attachments e Approve Reject Change Requests 2 system Requirements To use the SupaDESK Mobile application against your SupaTOOLS database the following is required e License for SupaDESK Mobile application authentication key generated per user e License for the SupaDESK module e HTTP or HTTPS access to request php URI on the SupaTOOLS web server e Database schema 20150714 or higher To create incidents from SupaDESK Mobile an inci
12. e current status of the incident is shown and may be altered by clicking the button If the incident is unassigned the ASSIGN ME option is diplayed otherwise REASSIGN will allow the user to change the assignment to someone else Results are ordered by priority critical to low and due date oldest first Clicking on the item will open the details of the Incident Copyright 2015 SupaTools Limited Page 7 of 23 SupaDESK Mobile User Guide 1 of 4 X0001006 XYZ Service Unavailable Sue Mason Thu 30 Apr 2015 15 53 13d This is an example of a critical incident System Down Needs urgent attention Multiple users gt unable to reach XYZ service IN PROGRESS v REASSIGN X0001008 Monitoring alert GEOSERVER Wendy Lutz Fri 1 May 2015 12 23 90 opt file system is 90 full gt X0001003 Printer issue Alan White Tue 3 Mar 2015 03 30 70d My default printer HD1029 won t print anything There are 34 jobs stuck in the queue and error 304 gt showing on display Please fix R0001010 New iMac setup for David Thurod 8d Wendy Lutz Fri 1 May 2015 12 29 Please setup a newly purchased iMac for David Thorud He needs video editing software and access 20f4 3 of 4 4 of 4 Changes Listing The Changes list shows Request for Change RfC records according one of 3 views The chosen View may be altered using the Basic Settings function Assigned to me default Open approve
13. he Assigned Group and Assigned Person of the ticket Copyright 2015 SupaTools Limited Page 16 of 23 SupaDESK Mobile User Guide X0001006 XYZ Service Unavailable Assigned to Joe Bloggs Groups App Support Hardware Support Help Desk HR Internet amp Mail Networks Procurement Security Telecoms Assign Me In the event the displayed ticket has been assigned to a group only the ASSIGN ME button will be presented Clicking on this button will prompt the user before setting the Assigned Person to the currently logged in user Are you sure you want to assign yourself to X0001003 Cancel Assign me Copyright 2015 SupaTools Limited Page 17 of 23 SupaDESK Mobile User Guide 5 Detail Screen Clicking on any ticket entry in the Main screen will open the Details Screen for the selected ticket Here the user may switch between Details Notes and Docs options Details lists the attributes of the ticket Notes lists the notes entries and Docs lists any document attachments linked to the ticket A note may be entered against the ticket from any one of the 3 options from the bottom of the screen Tap to add a note Details option The details option shows the attributes of the selected ticket according to the type of ticket and the definition of the SSDA_DETAIL attribute scheme defined in the SupaTOOLS database This display will typically be the same set of attributes the user would
14. t before the status can be saved Copyright 2015 SupaTools Limited Page 14 of 23 SupaDESK Mobile User Guide C0002116 Switch firmware upgrade Status Approved In Progress Completed On Hold ea Joe Bloggs Thu 14 May 2015 08 29 Cancel tS Q WERT YU IOP OO A AY Ak A NN TE ASDFGHdJKL A A A Y A A Y YA Dee Z IX CV B NME S SY SY Ee OY Y NS Ba en The Done option will appear in the top right corner when the status can be saved Reassigning If the current ticket has been assigned to you you will have the option to reassign the ticket to someone else by clicking on the REASSIGN button Copyright 2015 SupaTools Limited Page 15 of 23 SupaDESK Mobile User Guide REASSIGN _ ASSIGN ME or REASSIGN button Clicking the REASSIGN button will reveal a list of other users within the currently assigned group or if the ticket has not been assigned to a group a list of available support groups will be displayed X0001006 XYZ Service Unavailable Assigned to Joe Bloggs lt Groups Hardware Support UNASSIGNED Alan White Dan Lanoway Pete Hunt Tobias James The ticket may optionally be left unassigned by selecting the UNASSIGNED option Or you can switch to a different support group by clicking on the Groups arrow The support groups listing displays a list of available groups Clicking on a group will reveal its members Selecting a member will set both t
15. tering values for one or more ticket fields using the Advanced Search function Basic Search Basic Search is accessible directly from the main ticket listing screen as shown Copyright 2015 SupaTools Limited Page 10 of 23 SupaDESK Mobile User Guide The Basic Search filters the current list by ticket number A partial ticket number can be entered To search more than the ticket number field use Advanced Search by clicking on the gear icon in the search bar Advanced Search Clicking on the gear icon provides acces to the Advanced Search function where multiple criteria can be entered 000 Voda NZ gt 4 46 pm 1 um Cancel CPranese Submit Advanced Incidents Search TICKET NO TICKET TITLE TICKET TYPE Incident gt TICKET STATUS Any gt PRIORITY Any gt ASSIGNED GROUP Internet amp Mail gt ASSIGNED PERSON Any gt Both Basic and Advanced Search criteria are applied to the current list View Copyright 2015 SupaTools Limited Page 11 of 23 SupaDESK Mobile User Guide Creating Incidents When then Incidents listing is selected the option to create an incident is available via the plus sign icon in the top right corner of the screen a Incidents a 00 This will lead you to a new screen where the basic detail of the incident can be entered The following fields may be specified for a new incident Title mandatory Description mandatory Priority default Low
16. ue 1X0001006 XYZ Service Unavailable Priority bar Q 130 y Sue Mason Thu 30 Apr 2015 15 53 Red P1 P2 pola This is an example of a critical incident System pu Down Needs urgent attention Multiple users gt unable to reach XYZ service IN PROGRESS v REASSIGN ASSIGN ME or REASSIGN button Access to ticket details Current Status Click to change Copyright 2015 SupaTools Limited Page 5 of 23 SupaDESK Mobile User Guide Help Icon The Help function can be accessed via the question mark circle icon in the top right corner of the main screen This window displays Current version of SupaDESK Mobile Full name of logged in user User ID of logged in user Name of SupaTOOLS database Access to online version of this manual is also provided Help App Version 2 0 24 Logged in as Joe Bloggs User ID joe bloggs Database supatools_roamltd Online Manual Copyright c SupaTools Limited Copyright 2015 SupaTools Limited Page 6 of 23 SupaDESK Mobile User Guide Incident Listing The Incidents list shows incident amp request records according one of 3 views e Assigned to me default Open unresolved incidents that have been assigned to your group and or you personally e Created by me Incidents that have been created by you e All Open All incidents that are currently open The chosen View may be altered using the Basic Settings function Th
Download Pdf Manuals
Related Search