Service Manager

Self Service Mobile Portal

The Self Service Mobile role allows you to view the Self Service Mobile portal on laptops, mobile devices, and tablets in responsive user interface. Anyone who is assigned to the Self Service Mobile role can access the responsive user interface.

The following are some of the features of the Self Service Mobile portal:

•The web-based home page has an adaptive interface that is enabled by this role.

•This allows you to create, track, resolve, and close Incidents and Service Requests.

•You can also access the Service Catalog, FAQs, Announcements, and Knowledge Base articles, create Service Requests and Incidents.

•You can save Service Requests, complete and submit it later. Unsubmitted Service Requests will appear in a basket on the top right corner of the page.

Accessing the Self Service Mobile Portal

The Self Service Mobile portal is not supported to use with the following browsers: Microsoft Internet Explorer 8 (IE8), Microsoft Internet Explorer 9 (IE9), and native/embedded Android browsers. The recommended browser to use the Self Service Mobile portal is Google Chrome.

There are two ways to access the Self Service Mobile portal:

•Select Self Service Mobile from the Select Role list and log in to Service Manager.

•To change the role to Self Service Mobile when logged in to Service Manager:

• Click on the user role name drop-down arrow below your login name and select Self Service Mobile.

Accessing the Self Service Mobile Portal with Administrator Role

You can configure, customize and design the Self Service Mobile portal but to do so, you need to log in to the Self Service Mobile portal and then change your role back to Administrator.

1.Log in to Self Service Mobile portal. See Accessing the Self Service Mobile Portal.

2.Click the user role name and select Administrator from the list.

3.click Yes in the prompt message.

In Service Manager version prior to 2018.1, you can keep the left pane open by clicking the pin icon .

Navigating the Self Service Mobile Portal

The Self Service Mobile portal is similar to the classic application except the pages are fit to appropriately display in tablet and mobile devices. It allows you to tap and swipe on the screen to view and perform actions you choose.

The user interface is responsive, simplified, and intuitive. You can view the interface on a variety of iOS and Android devices. The following three icons are helpful when navigating the pages:

Default pages have been set up for each menu option but they can be customized for your installation. See Configuring the Self Service Mobile portal.

Menu options:

• - Tap to search.

• - Cart. Contains the saved Service Requests.

• - Settings. Administrators use this option to customize the view, change title, branding, and access to workspaces. Click the icon to start editing and click again to save and close.

• - Configure. This icon is available only to an Administrator user role to configure the application.

•For more information on configuring the application, see Initially Configuring Service Manager.

• - Logout. Logs you out of the application.

Side panel options:

• - Menu. Click the icon to expand and collapse the left menu pane. On mobile devices the menu closes after you select an option.

• - Home. The landing page displayed when you log in to the Self Service Mobile portal. This page contains a dashboard.

• - Service Catalog. Displays a list of available Service Requests. You can search for Service Requests using a keyword, or even filter from the categories.

•For more information about the choices and how to use search and filtering, see Using the Service Catalog Workspace.

• - Knowledge Base. Displays a list of articles. Enter a keyword in the Search field to search both in the title and the content of all articles. Filter your choices by using the All Categories, All Types, Any Rating, or Sort By drop-down options.

• - Frequently Asked Questions. You can find answers or resolutions from the most frequently asked questions. Enter a keyword in the Search field to search both the title and the content of all FAQ articles. Limit the search to a category by filtering from the All Categories drop‑down list.

• - My Items. Displays incidents or requests created by you or assigned to you. Filter the available items by using the All, Sort by, or Sort Dir options. You can also perform additional actions from the My Items workspace such as approving a request, adding journals and notes, creating tasks. The additional actions depend on the layout used for the Self Service Mobile My Items object. For more information on configuring layout and using custom layouts in top level tabs, see Defining Top Level Tabs and Creating a Layout.

• - Announcements. Displays various levels and types of announcements. Click or tap an announcement to see more information. Enter a keyword in the Search field to search all announcements.

• - Search. Searches for items that are configured for your environment. Usually these include Announcements, FAQs, and Knowledge Base articles.

You can further refine your search results using the Sort by option. All Categories and All Dates are selected by default, however, you can select from the following options:

•All Types

•Announcement

•FAQ

•Knowledge

•All Dates

•Last 7 days

•Last 30 days

•Last 12 months

•Older than 12 months

• - Settings. Changes your language or default log in role. Administrators use this option to customize the view, branding, and select active workspaces.

• - Log Out. Logs you out of the application.

Using the Service Catalog Workspace

The Service Catalog workspace lists all Service Request Offerings but also allows you to search for items and filter the view by category. You can also choose to view the Service Request Offerings in a list or tiles by clicking the list view icon and the tile view icon . The tile view displays Service Request Offerings in large tiles which takes more space and lists fewer Request Offerings than when using the list view.

•The Search field allows you to search for a specific term by a word or phrase in a Service Request Offering title or description, such as "Account Lockout" or "Printer".

•The Filter Options pane has category check boxes that allow you to filter the view based on specific Service Catalogs. For example, you can filter and view Service Catalogs only for HR Services, or IT Services.

•Some sections may contain multiple related choices. Click the arrow to expand the selection and to view the full list. Other filters may be available based on how the filters are configured for your application.

•You can select the category check box of your choice, multiple check boxes can be selected at once. To clear all the categories, click the drop-down field and select Clear.

Creating Attachments

You can use the camera on your device to take a photograph and attach it to an incident.

When using the Self Service Mobile portal, you can only attach one item for iOS devices. Depending on your application configuration, you may be limited to the types of files (such as .mov) that you can attach.

1.Create an Incident from the Service Catalog page.

2.Tap the View Created Item button to reopen the created Incident.

3.Scroll to the Attachments section and select Browse. If you are using the interface from a laptop you see a list of files that you can attach (such as .pdf, .doc, or .xls files). The attachments can be viewed from devices with the appropriate apps or capability.

4.If your device is camera-enabled, you have the following options for attachments:

•Take Photo or Video: Take a new photo or video.

•Photo Library: Select a photo or video.

•iCloud Drive: Select a file that is saved or shared in an iCloud drive.

Administrators can limit or change the types of allowed attachments (such as .mov) from the Configuration console at Configure > Security Controls > Allowed file extensions.

Using the Camera on Safari with iOS 8

Privacy settings on devices using Safari with iOS 8 may prevent you from using the camera function. The camera opens but the screen remains blank and only the Cancel button is enabled. If this occurs, use the following steps to re-enable the camera function:

1.Select Settings > Privacy > Camera in your Apple device.

2.Turn on access to the camera for Safari.