Service Manager

Mobile Analyst Portal

The Mobile Analyst portal is a web-based responsive user interface that you can access using the Mobile Analyst role.

•This portal allows you to track incidents and tasks seamlessly by filtering and sorting them by:

•Your active incidents, your team's active incidents, and all incidents.

•Your open tasks, recent tasks, your team's open tasks, unassigned tasks, and all tasks.

•You can edit and resolve incidents, and complete tasks.

•You can also add notes and attachments to incidents and tasks.

Accessing the Mobile Analyst Portal

•On your mobile device, log in to Service Manager with the Mobile Analyst user role.

The application displays the home page.

Navigating in the Mobile Analyst Portal

With the options on the home page, you can navigate to its respective page to perform actions of your choice. The following are the options:

•View Incidents: Displays incidents based on the selected option.

•All Active Incidents

•My Team's Active Incidents (default)

•All

•View Tasks: Displays tasks based on the selected option.

•My Open Tasks

•My Recent Tasks

•My Team's Open Tasks (default)

•My Team's Unassigned Tasks

•All

•My Incidents: Displays all incidents assigned to you.

•My Tasks: Displays all tasks assigned to you.

•My Team: Displays your team's active incidents.

Using the Search and Filter Options

You can refine your search and also sort and filter the records displayed for incidents and tasks:

1.Select either View Incidents or View Tasks.

2.To search by a keyword:

•Type a keyword in the search bar.

3.To search using the favorite search options:

a.

Tap the drop-down arrow under the search option name.

b.

Select from the options displayed.

4.To filter and sort:

a.

Tap the filter icon .

b.

Select the required options in the Sort and Filter page and tap the close icon once you finish.

Viewing and Editing an Incident

1.Log in to Service Manager with Mobile Analyst user role.

2.Do one of the following:

•Select My Incidents to view only your incidents.

•Select View Incidents to view your and your team's incidents.

3.Select an incident to view its details and tap Edit.

4.Make the necessary changes and tap the Save icon .

Viewing and Editing a Task

1.Log in to Service Manager with Mobile Analyst user role.

2.Do one of the following:

•Select My Tasks to view only your tasks.

•Select View Tasks to view your and your team's tasks.

3.Select a task to view its details and tap Edit.

4.Make the necessary changes and tap the Save icon .

Adding Notes to an Incident or Task

1.Log in to Service Manager with Mobile Analyst user role.

2.Open an incident or a task and tap Edit.

3.Do one the following:

•For incident - expand the Journal section, for task - expand the Comments section and tap Notes.

•Tap the Add Notes icon at the bottom of the page.

4.Enter the information in the Subject and Notes fields and tap OK.

5.Tap the Save icon .

Adding an Attachment to an Incident or Task

1.Log in to Service Manager with Mobile Analyst user role.

2.Open an incident or a task and tap Edit.

3.Expand the Attachments section.

4.Tap the add icon .

5.Choose the file you wish to attach and tap Open.

Deleting an Attachment in an Incident or Task

1.Log in to Service Manager with Mobile Analyst user role.

2.Open an incident or a task and tap Edit.

3.Expand the Attachments section.

4.Tap the remove icon on the attachment you wish to delete.

5.Tap Delete in the prompt message.

Resolving an Incident

1.Log in to Service Manager with Mobile Analyst user role.

2.Open an incident and tap Edit.

3.Tap the Resolve icon .

4.Enter the following information:

•Tap the Select Cause Code field drop-down arrow and select an option.

•Type the details in the Resolution Details field.

5.Tap OK.

6.Tap the Save icon .

Completing a Task

1.Log in to Service Manager with Mobile Analyst user role.

2.Open a task and tap Edit.

3.Tap the More icon and select Complete.