Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Using the Mobile Client App

•About Accessing ISM from Mobile Devices

•About the Mobile Client App

•Accessing the Mobile Client App

•Creating Records in the Mobile Client App

•Editing Forms in the Mobile Client App

•Using Quick Actions in the Mobile Client App

•About Saving Records in the Mobile Client App

•Sending Emails through the Mobile Client App

•Configuring the Log-In URL for On-Premise Mobile Client App Users

About Accessing ISM from Mobile Devices

There are three ways to use Service Manager with a mobile device:

•You can view Service Manager on mobile devices through a browser. All user functions operate the same as on a desktop browser. We recommend using as large a screen as possible; therefore, a tablet is more practical than a smart phone for using Service Manager in this way.

•A second option for viewing Service Manager on a mobile device is to use a browser using the Self Service Mobile role which has a device-enabled responsive view of Service Manager. For information about the role, the interface, and any limitations when using this option, see Using the Responsive User Interface.

•The third option is to use Service Manager through the Service Manager Mobile Client app for iPads and iPhones. You can download the Service Manager Mobile Client app for free from the Apple app store. With the Service Manager Mobile Client app, you can view relevant records such as incidents, task assignments, employees, and change approval requests.

About the Mobile Client App

This topic covers how to set up and use the Service Manager Mobile Client app.

Ivanti Mobile Apps

Using the Service Manager Mobile Client app you can do the following:

•Create new records and view or edit information on these forms, if they are available to your role and defined in the layout permissions.

•Execute quick actions, and view related records and attachments.

•Make phone calls and send emails to contacts.

Accessing the Mobile Client App

You can access the Service Manager Mobile Client app from mobile devices, including iPhones and iPads, with business object information displayed in forms that are managed according to your role.

If you receive error or redirection messages, ensure that you are running the latest iOS version.

1.Log in.

2.Select the role to use. You might only have one role.

3.Swipe to view different workspaces, such as a list of records, record details, and related items.

4.Click a record to view its details.

5.Filter the number of records to view. Click the Filter icon in the upper right corner, then select the filters.

Creating Records in the Mobile Client App

By default, forms on a mobile device are read-only. However, administrators can give users the right to add new records.

1.Log into the Service Manager Mobile Client app.

2.Select a role.

If your role has permission to create new records, the system displays a plus + sign on the header. If there is no plus + sign, your role does not have permission to create new records.

Mobile - Click + to Add an Entry

Editing Forms in the Mobile Client App

By default, forms on a mobile device are read-only. However, administrators can assign edit access to designated roles. If your role has edit permissions, you see an Edit button. You can then modify data in the following:

•Validated fields (including constrained lists)

•Date fields

•Text fields

•Numeric fields

•Boolean/bit fields

Using Quick Actions in the Mobile Client App

You can use quick actions related to the business object on the Service Manager Mobile Client app by clicking Quick Action in the bottom right corner of the screen.

About Saving Records in the Mobile Client App

After saving a record, the system calculates the required fields. The business object state may affect the required condition of a field. All required fields must contain a valid entry, or the system displays an error message and aborts the operation. When the validation occurs, the business object data is passed to the server.

Sending Emails through the Mobile Client App

Follow these steps to send an email from within the Service Manager Mobile Client app:

1.While in a record, click Email. The email window appears.

2.Send the email as you would normally.

Configuring the Log-In URL for On-Premise Mobile Client App Users

This procedure is for on-premise users only and does not apply to Cloud users.

•The login URL for the tenant must be the host. The mobile tenant uses the host name as the tenant ID.

•The role of the mobile user must be correctly configured to enable mobile login.

1.Log in to the Service Manager Configuration Database. See the Configuration Database Guide for Ivanti Service Manager for information about using the Service Manager Configuration Database.

2. Open the Tenants workspace. The system lists the available tenants.

3.Double-click the name of a tenant to open the Tenant workspace for that tenant.

4.In the Login Url field, enter the URL where mobile users go to log in.

5.Click Save.

6.In the Service Manager Mobile Client app, enter the URL, including the hostname or FQDN, as configured in the Service Manager Configuration Database. For example, enter http://FQDN/HEAT.

If you are using SSL in your environment, you also need to do the following:

1. Open the \AppServer\Web.config file with a text editor.

2.Go to:

      <webHttpBinding>

          <binding name="WebHttpBufferedBinding"...>

                <security mode="None" />.

          </binding>

3.Change the security mode from None to Transport.

4.Save the file.

5. Perform a Microsoft IIS reset.