ServiceDesk Plus MSP Android App
ServiceDesk Plus MSP is now available for quick access in your Android mobile devices. You can tackle your tickets while on the go.
The ServiceDesk Plus MSP Android App is intended to help you interact with the ServiceDesk Plus MSP 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 on your phone, you will be able to do the following:
Features
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Access your tickets from any location.
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Be available for your end-users anytime.
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Allow your end-users to quickly log in tickets from their mobile app.
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Make live conversations with your end-users.
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Respond to the end-user queries from within the ticket.
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Create, edit, pick up, assign, and resolve tickets in a quick manner.
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Notify Technicians of request and task assignments, replies from end-users, and request approvals, etc, on the go.
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Create custom views and save them for later use.
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Keep track of your response and resolution SLAs with the SLA status flags.
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Converse with the end-users through emails from within the mobile app.
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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 MSP Android App
Download the ServiceDesk Plus MSP Android app from the Play Store of your Android phone. Search for the term 'ServiceDesk Plus MSP' and you will find the ServiceDesk Plus MSP 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 MSP Android app
After installing the app, tap the ServiceDesk Plus MSP icon on your mobile phone to log into the application.
You can either Login using the Username and Password or use SAML Login.
II 1 Server Details Screen
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 MSP Android app. By default, the address https://demo.servicedeskplusmsp.com/ 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 MSP (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 MSP (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 MSP application like, Version, URL to the website of ServiceDesk Plus MSP application, Contact number, etc.
Note:
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Please note that the Technician should be enabled with login permissions.
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If AD Authentication is enabled in ServiceDesk Plus MSP, then the technician should login to the ServiceDesk Plus MSP Android app using his AD credentials.
III Configuring the ServiceDesk Plus MSP Android App Settings
1. Tap the icon from the Requests List View to view and modify the app Settings.
2. You can configure the following details:
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View the login and general details about the app.
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Enable notification settings.
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Clear cache.
- Share application usage statistics and send crash reports.
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 100 requests.
From the requests list view, tap the icon and select Add Request [or] tap the icon. The Add Request form is displayed
Fill in the required details and tap the tick icon on the top of the screen. The request is saved and displayed on the requests list view.
From the Requests List View tap an individual request. The Request details screen is displayed. You can view the relevant details of the request such as, Request Title, Status, Requester Name, Due by Date, Priority and Description.
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 - History
7 - Approvals
8 - Tasks
VI 1.1 Request Details:
More details about the request will be displayed as shown in the below screenshot. Tap the edit icon to edit the request.
VI 1.2 Conversations:
The email transactions happening between a technician, handling the request, and a requester are listed here as conversations. At times, 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 MSP Android app, you can Add Work Log, Edit Work Log and Delete Work Log.
VI 1.3.1 Adding Work Logs for a Request
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.
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Enter the Technician name who had resolved the request.
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Enter the Contract Name and Worklog Type.
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Choose the Start Time and End Time taken to complete the request.
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Enter the Time Taken to resolve (in hrs and mins) the request.
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Provide relevant information about the time spent in the Description field.
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Enter the Other Charges of the request.
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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
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Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request.
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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.
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Select a work log to view the details. The work log details screen is displayed.
VI 1.3.3 Editing a Work Log
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Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request.
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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.
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Select a work log to view the details. The work log details page is displayed.
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Tap the Edit icon. Modify the required details.
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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.
- 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
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Tap the Work Logs icon. The All Work Logs List view is displayed listing all the work logs added for the request.
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The All Work Logs List view is displayed listing all the available work logs of the request.
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Tap the Delete icon. The Work Log is deleted from the All Work Log List view.
Using the Resolution option, you can enter resolution for a request, view existing resolution, and edit them if required.
Note:
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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
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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.
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Tap the + icon to add a resolution. The Add Resolution form is displayed.
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Enter the Resolution in the field provided.
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Tap the tick icon. A message appears stating that the resolution is saved successfully.
VI 1.4.2 Editing Resolution
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Tap the Resolution icon. The All Resolutions List view is displayed listing all the resolutions added for the request.
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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.
- 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:
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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.
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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 History
To view the request history tap the History icon on the top of the request details screen.
VI 1.7 Approvals
You can submit the request for approval by tapping the Approval icon. Enter the To address and tap the tick icon.
VI 1.8 Tasks
Certain requests might involve multiple technicians 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.
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Enter a Title for the task.
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Choose the Priority and Status of the task.
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Choose the Task Type.
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Select the Percentage Completion of the task.
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Select the Group and Owner of the task
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Tap the tick icon. The task is added to the All Tasks List view.
VI 1.7.2 Viewing Tasks of a Request
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Tap the Tasks icon. The All Tasks List view is displayed listing all the tasks added for the request.
- Select a task to view the details. The Task details screen is displayed.
- Tap the + icon to view different options
VI 1.7.3 Deleting a Task
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Tap the Delete icon (shown in the above image).
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The task is deleted from the All Tasks List view.
VI 1.7.4 Work Logs for Task
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Tap the Work Logs icon (shown in the above image).
- 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:
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Tap the Attachments icon (shown in the above image).
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The Attachments page is displayed that lists the existing attachments. A 'No Attachments' message is shown in case of NIL attachments.
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Tap the + icon to add an attachment. You can either take a photo or choose from the existing images in your phone.
NOTE:
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To add the attachments you need to first give access to the app, to your camera and photos.
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You can add attachments of size maximum upto 10 MB.
VI 1.7.6 Editing a Task
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Tap the Edit Task icon (shown in the above image).
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Modify the required details of the task.
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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:
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From the Requests List View tap an individual request to view the relevant details of the request. From the resulting screen, tap the icon.
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The Attachments screen is displayed that lists the existing attachments. A 'No Attachments' message is shown in case of NIL attachments.
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Tap the + icon to add an attachment. You can either take a photo or choose from the existing images in your phone.
Note:
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To add the attachments you need to first give access to the app, to your camera and photos.
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You can add attachments of size maximum up to 10 MB.
Tap the icon on the top right corner of the screen 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:
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Tap Edit. The Edit Request form is displayed.
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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:
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Tap Assign. The Technician Groups are listed.
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Select a Technician Group that lists all the technicians associated with that group.
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Choose the Technician you want to assign the request. Tap the tick icon at the top.
- A message appears stating the request is successfully assigned to the selected technician.
4. Reply : You can reply to Requesters. To reply:
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Tap Reply.
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Enter the To address of the requester.
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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.
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The Subject is pre-populated. You can edit the subject if required.
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Enter a Description.
- Tap the tick icon at the top. The e-mail is sent to the requester.
5 . Signoff: Signoff is an acknowledgement provided by a requester to close the request. To signoff,
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Tap Signoff.
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Add your comment.
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Enable the I acknowledge that the request can be closed checkbox.
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Add your signature.
- Tap the Tick icon on the top.
6. 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:
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Tap Close.
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Enter Comments.
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If the requester has acknowledged the resolution, enable the checkbox. Tap the tick icon on the top.
Note: In ServiceDesk Plus MSP Server:
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If you have enabled user’s acknowledgement in ServiceDesk Plus MSP server, then the Close Request screen is displayed.
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If you have selected the mandatory fields to be filled while closing the request in Request Closing Rules, then enter the mandatory fields and close the request. Else an error message appears and the request cannot be closed unless the field value is entered.
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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:
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Tap Delete.
- Tap Delete Request. The request is deleted from the list.
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.
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.
VIII Logging out of the ServiceDesk Plus MSP Android App
To logout of the ServiceDesk Plus MSP Android app, do the following: