Accessing iSupport via a Mobile Device

You can access iSupport via a tablet, smart phone (iPhone or Android), or WAP (Wireless Application Protocol)-enabled phone for in-the-field updates to iSupport data, inside or outside the firewall, with interfaces optimized for your device.

You can use a smart phone, WAP-enabled phone, or tablet to access iSupport outside the firewall via the iSupport Mobile Desktop URL (http://<server>/Mobile/ by default).
If using a smart phone (iOS, Android, or Blackberry) or tablet, support representatives can use an HTML5 interface that includes mobile-enabled views as well as creation and update functionality for incidents, problems, changes, assets, and knowledge entries. A Check In feature is included for tracking via the Rep Map dashboard component on the Desktop, and customers can access the mySupport portal. Note that Windows phones are not supported.

Note that only views designated for mobile use via the View Designer or Content Manager will appear on the HTML5 mobile interface.

Customers can access a mySupport portal via a smart phone or tablet as well; administrators can create a mySupport options set for mobile use.

If using a WAP-enabled phone, you can create, edit, and view Incident, Change, Customer Profile, and Company records using a simple web interface. See Accessing iSupport via a WAP-Enabled Phone for more information.
You can use a smart phone or tablet to access iSupport inside the firewall using the HTML5 interface via the iSupport application URL (http://<server>/Rep/ by default). If using a tablet, you have the option of using rich tablet-optimized screens for creating and updating a rich interface for creating and updating work items.
If you wish to display iSupport’s full Desktop instead of iSupport’s mobile interface upon login via a mobile device, select Full Desktop Site in the Mobile Display field on the Profile Details tab in the Preferences screen. The Preferences screen is accessed via the dropdown on the profile menu at the top of the Desktop.

See Configuring Mobile Settings for more information.

You can use a QR code generated in the Asset or Configuration Item screen to add an item to an incident, problem, or change via the mobile interface, but note that the QR code reader option for selecting an asset or CI in the HTML5 mobile interface will be hidden if using an Android device.

Using iSupport on a Smart Phone

Access the Create menu via the icon on the main menu or bottom toolbar on a view screen and select the type of record to create. In entry screens, use the buttons to select a field value or the icon to view or edit a field entry.

Access a list of views via the icon on the home screen or bottom toolbar on a view screen. Use the star icon in the header to add a view to your Favorites list, and the sort icon in the upper right corner to sort in ascending or descending order.
Use the Search option on the home screen or bottom toolbar on a view screen. Use the gear icon in the upper right corner of search views to select the type of work items to be searched.
A Sign button can be added to the Incident and Change mobile and rich work item interfaces; after a user signs using a touch screen or a mouse, the signature image will be included as an attachment to the work item. The signature image will be saved as a .png file with the signer’s name, date, and time in the file name and included as an attachment.
Use the Check In feature for tracking via the Rep Map dashboard component on the Desktop. This feature can only be used if the site is secure (https) and location services are enabled on the device and on the browser for this feature.
Use the Recent Items option for easy access to your ten most recently accessed Incident and Asset work items (Incident Management Edition) as well as Problem and Change work items (Service Desk Edition). Click the gear icon to change the type of work item in the list.