Walk-Up Support mApp Solution 1.0

Overview

The Walk-Up Support mApp Solution enables your IT organization to handle customer requests directly from a physical walk-up support location. Customers can approach your walk-up support locations and instantly obtain support for basic issues.

Walk-up support is a concierge-style of technical support where a customer can walk up to a desk or kiosk to get in-person, real-time support. Customers can check in and provide a short description of their issue. They enter a queue and are called on as support specialists become available. The support specialist resolves the problem, provides the customer with information on how to resolve, or escalates the ticket.

How the mApp Solution Works

CSM provides Walk-Up Support as a mApp Solution so that users can easily incorporate real-time remote support sessions into their existing system. Download the mApp Solution from the Cherwell mApp Exchange. Use the Apply mApp wizard to apply the mApp Solution to your CSM system. The Apply mApp Solution wizard generates a Blueprint, which can then be viewed and published to a test or live system to commit the changes.

For a list of items included in the mApp Solution, see Walk-Up Support mApp Solution Items.

Apply the mApp Solution

To apply the mApp Solution, perform the following high-level steps:

1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.

Configure the mApp Solution

After applying the mApp Solution, perform the following high-level steps to configure the mApp Solution:

1. Configure Security Groups.
2. Enable a Portal site for Walk-Up Support.
3. Create a Walk-Up Support location.

Revision History