ServiceDesk Plus Android app

Introduction

ServiceDesk Plus, your IT helpdesk expert, is now available for quick access in your android mobile devices. You can tackle your tickets while on the go.

The ServiceDesk android App is intended to help you interact with the ServiceDesk Plus application more quickly and efficiently. By using the app you can extend support to your customers anytime, anywhere. In short, you can have a bird`s eye view of the complete details of your tickets in a single pane.

Once you have installed the android app in your phone, you will be able to do the following:

• Add requests

• Edit requests

• Assign requests to Technicians

• Reply to requests

• Add resolutions

• Add Worklogs

• Close the completed requests

Features

• Access your tickets from any location.
• Be available for your end-users anytime.
• Allow your end-users to quickly log in tickets from their mobile app.
• Have the advantage of making live conversations with your end-users.
• Respond to the end-user queries from within the ticket.
• Create, edit, pick up, assign, and resolve tickets in a quick manner.
• Notify Technicians of request and task assignments, replies from end-users, and request approvals, etc, on the go.
• Create custom views and save them for later use.
• Keep track of your response and resolution SLAs with the SLA status flags. 
• Converse with the end-users through emails from within the mobile app.
• Keep track of all tasks associated with tickets and track progress from your device.

This document walks you through the following topics: 

I Downloading the ServiceDesk Plus Android App

Download the ServiceDesk Plus Android app from the Play Store of your Android phone. Search for the term 'ServiceDesk Plus' and you will find the ServiceDesk Plus - IT Helpdesk Android app in the search results displayed. It is a free app and does not require any license to be purchased. Proceed installing the app on your Android phone. 

II Logging into the ServiceDesk Plus Android app

After installing the app, a ServiceDesk Plus icon is displayed on the Home screen of your phone. Tap the icon to view the Login screen. Enter the Username and Password and tap Login. The Requests List View page is displayed.

II 1 Server Details Page 

Tap the  icon in the Login screen. The Server Details screen (shown in the below image), where you need to enter the Server Address for the ServiceDesk Plus Android app. By default, the address 'http://demo.servicedeskplus.com:80' is shown. You can change the URL if required. Enable the Use https checkbox, if you wish to run the server in https mode. Tap Save.

Server URL Pre-Configuration via MDM Solution

If your organization manages mobile devices using a Mobile Device Management (MDM) application, you can silently deploy ServiceDesk Plus (on-premises) for Android with the application URL preconfigured in the app. To do this, you need to add some configuration details to the XML configuration file or directly via the MDM application UI, depending on the MDM solution.

To preconfigure the application URL in the mobile apps, configure the following information in your MDM via XML file or UI:

Configuration Key: ServerURLString
Value type: String
Configuration Value: <Protocol>://<Server>:<Port>  

Example:

Configuration Key: ServerURLString
Value type: String
Configuration Value: https://sdp.zylker.com:8454

If you are using ManageEngine Mobile Device Manager Plus then you need to configure these values using a suitable method to pre-populate the server URL in the ServiceDesk Plus (on-premises) for Android devices. To learn more about pre-configuration, click here.  

II 2 About Page 

Tap the  icon to view the About page, where you can view few important information about the ServiceDesk Plus application like, Version, URL to the website of ServiceDesk Plus application, Contact number, etc.

Note:

1. Please note that the Technician should be enabled with login permissions. 

2. If AD Authentication is enabled in ServiceDesk Plus, then the technician should login to the ServiceDesk Plus Android app using his AD credentials.

III Configuring the ServiceDesk Plus Android App Settings

1. Tap the  icon from the Requests List View page to view and modify the app Settings.

2. You can configure the following details:

• Choose the Theme. You can choose between the colors, Blue (default), Green, Red and Dark Grey.
• View the details About the app and read the Acknowledgement. 
• Share the app.

IV Requests List View

1. The Requests List View displays the My Open or Unassigned requests, by default. There are also other views, such as My Open Requests, All My Requests, My Overdue Requests, etc.

2. The Requests List View displays a maximum of 250 requests and each page displays a total of 50 requests.

V Add Request

From the Requests List View, Tap the  icon and select Add Request [OR] tap the green + icon. The Add Request form is displayed.

1. Enter the below details:

1. Enter the name of the Requester in the field provided.
2. Enter a Title for the request.
3. Select a Site.
4. Write a Description.
5. You can also add attachments, if required.

2. Tap the tick icon at the top. The Request is saved and displayed in the Requests List View along with the Requesters Name and the Due by Date.

VI Viewing Request Details

From the Requests List View tap an individual request. The Request details page is displayed. You can view the relevant details of the request sucha as, Request Title, Status, Requester Name, Due by Date, Priority and Description.

VI 1 Request Options

From the Request details page, you can view the following options as icons. Tap the respective icon to view the relevant details.

1 - Request Details

2 - Conversations

3 - Work Logs

4 - Resolution

5 - Notes

6 - Solutions

7 - Tasks

VI 1.1 Request Details:

More details about the request will be displayed as shown in the below screenshot. Tap the green icon to edit the request.

VI 1.2 Conversations:

The email transactions happening between the Technician, handling the request, and the Requester are listed here as conversations. At times, the Technicians can converse with other Technicians regarding the request and those conversations also get listed under the Conversations block.

VI 1.3 Work Logs

Using Work Logs option, you can record the total time spent on resolving a request. In ServiceDesk Plus Android app, you can Add Work Log, Edit Work Log and Delete Work Log. 

VI 1.3.1 Adding Work Logs for a Request

1. Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request. If no work logs are added to the request, then a No Work Logs message is displayed.

iii. Tap the + icon to add a work log. The Add Work Log form is displayed.

1. Enter the Technician name who had resolved the request.
2. Choose the Start Time and End Time taken to complete the request.
3. Enter the Time Taken to resolve (in hrs and mins) the request.
4. Enter any relevant information about the time spent in the Description field.
5. Enter the Other Charges of the request.
6. Tap the tick icon. The Work Log is added to the All Work Logs List view. 

VI 1.3.2 Viewing Work Logs of a request

1. Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request.
2. The work logs are displayed along with the name of the Technician who had resolved the request and the Time taken to Execute the request.
3. Select a work log to view the details. The work log details page is displayed.

VI 1.3.3 Editing a Work Log

1. Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request.
2. The work logs are displayed along with the name of the Technician who had resolved the request and the Time taken to Execute the request.
3. Select a work log to view the details. The work log details page is displayed.
4. Tap the Edit icon. Modify the required details.
5. All the fields in the form are editable. You can modify the Technician, edit the Time Taken To Resolve the request, edit the Other Charges, modify the Start Time and End Time and edit the Description of the Work Log.
6. Tap the tick icon. The details are saved and listed in the All Work Logs List view.

VI 1.3.4 Deleting a Work Log

1. Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request.
2. The All Work Logs List view is displayed listing all the available work logs of the request.
3. Tap the  Delete icon. The Work Log is deleted from the All Work Log List view.

VI 1.4 Resolution:

Using Resolution option, you can enter resolution for a request, view existing resolution and edit them if required.

Note:

• Resolutions cannot be created through resolution templates though the templates are configured in the server.
• Resolutions cannot be searched from Solutions module.

VI 1.4.1 Adding Resolution

1. Tap the Resolution icon. The All Resolutions List view is displayed listing all the resolutions added for the request. If no resolutions are added to the request, then a No Resolution message is displayed.

2. Tap the + icon to add a resolution. The Add Resolution form is displayed.

3. Enter the Resolution in the field provided.

4. Tap the tick icon. A message appears stating that the resolution is saved successfully. 

VI 1.4.2 Editing Resolution

1. Tap the Resolution icon. The All Resolutions List view is displayed listing all the resolutions added for the request. 

2. Tap the Edit icon. The edit option is available only if a resolution is added to the request. Edit the resolution and tap the tick icon.

3. A message appears stating that the resolution is saved successfully.

VI 1.5 Notes

You might require to add some additional information, including technical information, to a particular request based on your observations. In that case, you can use the Notes option. You can also use notes to update the status of a request. 

VI 1.5.1 Adding Note

i. Tap the Notes icon. The All Notes List view is displayed listing all the notes added for the request. If no notes are added to the request, then a No Notes message is displayed.

ii. Tap the + icon to add a note.

iii. Enter your content in the text field.

iv. There are two types of notes that can be added to the request namely, Public Notes and Private Notes:

• Public Notes: Public notes can be viewed by both the Requesters and Technicians.

If you want the notes to be visible to all the requesters, then select the Show to Requester check box.

• Private Notes: Private notes can be viewed only by the Technicians (all the technicians).

If you want to notify the technician about the addition of the note, then select the Mail to Technician check box.

v. Tap the tick icon. The note is added at the bottom of the request along with a date and time stamp. The name of the person who added the note is also displayed.

You can add any number of notes to a request. The added notes will be displayed in the descending order with recently added note first. You can also edit or delete the notes that have been added.

VI 1.6 Solutions 

The Solution option lists the pre-recorded solutions that are relevant to a selected request. You can further narrow down the search and look for a specific solution by entering the relevant keyword in the available Search box. Tap the required solution from the avalable list to view the details.

Note: Using ServiceDesk Plus Android app, you can only view the solutions related to a request. You cannot add a new solution or edit the solutions. Anyway, you can edit the resolutions by tapping the Resolution icon present in the Solution details page.

VI 1.7 Tasks

Certain requests might involve multiple Technician work. In that case, the request can be divided into several tasks and each task can be assigned to a Technician/Group. 

VI 1.7.1 Adding Tasks for a request 

i. Tap the Tasks icon. The All Tasks List view is displayed listing all the tasks added for the request. If no tasks are added to the request, then a No Tasks message is displayed.

ii. Tap the + icon to add a task. The Add Task form is displayed.

1. 1. Enter a Title for the task.
   2. Choose the Priority and Status of the task.
   3. Choose the Task Type.
   4. Select the Percentage Completion of the task.
   5. Select the Group and Owner of the task
   6. Tap the tick icon. The task is added to the All Tasks List view.

 

VI 1.7.2 Viewing Tasks of a Request

1. Tap the Tasks icon. The All Tasks List view is displayed listing all the tasks added for the request. 
2. Select a task to view the details. The Task details page is displayed.
3. Tap the + icon to view different options:

  

VI 1.7.3 Deleting a Task

1. Tap the Delete icon (shown in the above image). 

2. The task is deleted from the All Tasks List view. 

 

VI 1.7.4 Work Logs for Task

1. Tap the Work Logs icon (shown in the above image). 

2. Follow the similar steps as in Request to add, view, edit and delete work logs.

 

VI 1.7.5 Attachments for a Task

 

Attachments are files or images that can be appended to tasks. You can attach multiple files to a task.

To add an attachment to a task do the following:

1. 1. Tap the Attachments icon (shown in the above image).

   2. The Attachments page is displayed that lists the existing attachments. A 'No Attachments' message is shown in case of NIL attachments.

   3. Tap the + icon to add an attachment. You can either take a photo or choose from the existing images in your phone. 

 NOTE:

•   To add the attachments you need to first give access to the app, to your camera and photos.
•   You can add attachments of size maximum upto 10 MB. 

 

VI 1.7.6 Editing a Task

1. Tap the Edit Task icon (shown in the above image). 

2. Modify the required details of the task.

3. Tap the tick icon. The details are saved and listed in the All Tasks List view.

 

VI 1.7.7 Closing a Task 

Tap the Close Task icon (shown in the above image). The task gets closed.

 

VI 2 Attachments for a Request

Attachments are files or images that can be appended to requests. You can attach multiple files to a request.

To add an attachment to a request do the following:

1. From the Requests List View tap an individual request to view the relevant details of the request. From the resulting page, tap the  icon.
2. The Attachments page is displayed that lists the existing attachments. A 'No Attachments' message is shown in case of NIL attachments.
3. Tap the + icon to add an attachment. You can either take a photo or choose from the existing images in your phone. 

 Note:

•   To add the attachments you need to first give access to the app, to your camera and photos.
•   You can add attachments of size maximum upto 10 MB. 

VI 3 Actions on Request

Tap the icon at the top right corner of the page to view the list of actions that can be performed on the request.

1. Edit: You can edit all the available details of the request. To edit a request:

1. Tap Edit. The Edit Request form is displayed.
2. Edit the request fields in the form and tap the tick icon at the top to save the changes.

2. Pick up: You can self-pickup requests from the Request details view. To pick up requests:

Tap Pick up. The request will be assigned to you.

3. Assign: You can assign Technicians to requests:

1. Tap Assign. The Technician Groups are listed.
2. Select a Technician Group that lists all the technicians associated with that group.
3. Choose the Technician you want to assign the request. Tap the tick icon at the top.
4. A message appears stating the request is successfully assigned to the selected technician.

4. Reply: You can reply to Requesters. To reply:

1. Tap Reply.
2. Enter the To address of the requester.
3. If you want to send the same information to multiple persons then enter the relevant e-mail addresses in the CC field with commas as a separator.
4. The Subject is pre-populated. You can edit the subject if required.
5. Enter a Description.
6. Tap the tick icon at the top. The e-mail is sent to the requester.

5. Close: When a requester is completely satisfied with the support provided and the reported problem has been perfectly resolved, the request can be moved to closed status. To close a request:

1. Tap Close.
2. Enter Comments.
3. If the requester has acknowledges the resolution, enable the checkbox. Tap the tick icon at the top.

Note: In ServiceDesk Plus Server:

• If you have enabled user’s acknowledgement in ServiceDesk Plus server, then the Close Request page is displayed.
• If you have selected the mandatory fields to be filled while closing the request in Request Closing Rules, then enter the mandatory field and close the request. Else an error message appears and the request cannot be closed unless the field value is entered.
• If you have enabled the option "Yes, prompt a message" to confirm a user’s acknowledgement in Request Closing Rule, then a Close Request page appears.

6. Delete:

1. Tap Delete.
2. TapDelete Request.  The request is deleted from the list. 

VII Tasks List View

1. The Tasks List view displays the different categories of tasks that includes My Open Tasks, My Overdue Tasks, My All Tasks, Unassigned Pending Tasks, etc.

2. Tap the  icon from the Requests List View page and tap Tasks.

3. The Tasks List View displays the My Open Tasks, by default. There are also other views, such as My Overdue Tasks, My All Tasks, Pending Tasks, etc.

4. Tap the required task to view the relevant details.

5. You can add, edit and delete tasks.

Assets  

You can now manage your IT and non-IT assets by using the ServiceDesk Plus Android application. Scan your assets barcode/QR code/RFID to either fetch existing asset information or add new assets to the application. Access your Windows-machines over Remote Desktop Protocol (RDP).

Adding assets  

With the Add Assets feature, you can scan an asset's barcode/QR code/RFID and manually add their details.

• Tap Add Assets 

• Scan the code (Bar code or QR code or RFID)

• Select Product Type and Product.

• Provide the asset's site and location.

• Enter a comment and tap the  icon.

Viewing asset details  

• Tap Search Assets and type the asset or barcode name.

• Scan the asset and fetch its details using the Scan Assets button.

Accessing RFID Reader Settings   

You can access the RFID reader settings and configure things such as the auto reconnect, batch mode, beeper, and more.

• To access the RFID reader settings, pause the active reader.

• Tap the Settings icon.

• Modify the settings and click Done. 

Disconnecting RFID Reader   

To disconnect an active RFID reader, tap the Disconnect icon against the reader.

Web remote

Web remote feature facilitates remote sessions on Windows client machines. Before you initiate the remote sessions, follow through the prerequisites and configure web remote in your ServiceDesk Plus application. Learn them here.

Accessing remote machines

Tap Web RDP.

From the list of machines, pick one and enter the remote session's purpose or any other information in the Comments section.

Once the machine gets connected, you will be taken to the remote session.

VIII Logging out of the ServiceDesk Plus Android App

To logout of the ServiceDesk Android app, do the following:

1. Go to the Settings page.

2. Tap Logout. 

3. Click Logout in the confirmation window displayed.