Accessing iSupport via a WAP-Enabled Phone

You can use a WAP (Wireless Application Protocol)-enabled phone to create, edit, and view Incident, Change, Customer Profile, and Company records.

Note that this interface is not configurable, and Microsoft® Windows-based authentication is not supported. Data-intensive records may display a "Maximum message size quota" error; the iSupport Desktop Incident screen should be used with these records.

From the Home page, you can perform searches, create new incidents and changes, and set preferences.

Searching

The Search page includes Quick Search for searching incidents that contain a specified value (available when JavaScript is available and enabled), and predefined searches (which appear based on support representative permissions).

Creating Incidents and Changes

You can do the following, depending on permissions in your Support Representative Profile record:

Select a customer. If JavaScript is available, a Show All Button will appear for selecting a customer. Without JavaScript, you can enter an asterisk (*) in the Search box and click the Search button. Sorting and paging options will appear if the resulting number is greater than ten.
Select the impact, urgency, and priority, and status. If JavaScript is not available, a Next button will appear for selecting the urgency and priority.
If JavaScript is enabled, select standard and load-balanced routing by group, location, and name.
Select the categorization. (If JavaScript is not available, a prompt will appear for selecting a category and a Next button will appear for selecting category levels after the first level.)
Enter the followup date and short description (if enabled), description, and resolution.
Complete custom fields. The maximum number of custom fields that will appear is determined in the Mobile Desktop Preferences screen. If the selected value is less than the number of custom fields to display for an incident or change, a link will appear with the text specified in the Custom Fields Tab Name field in the Incident Basics or Change Basics configuration screens. When clicked, the custom fields appear on a separate screen. All functionality associated with custom fields applies to custom fields on the Mobile Rep Desktop.

When a record is saved, the audit history entry “<incident or change> Created From: Mobile Desktop" is added (along with an entry regarding changed fields) and configured notifications are sent. The View page appears for the incident or change.

Setting Preferences

The Preferences page includes the following:

The Availability field (used for routing).
The Enable Styles field - when the Enable Styles field is set to No, the style sheet is not included in the HTML. Styles are applied if the browser supports styles.
The Max Number of Custom Fields to Display field will appear if Java script is enabled; it determines the maximum number of custom fields that will appear in the Mobile Desktop Incident and Change screens.