SysAid Mobile App for iPhone, Android, Blackberry, and Windows Phone 7

 

 

Table of Contents

 

    Introduction
    Logging in to the Mobile App (Settings)
    Using the Mobile App
    Incidents
    Assets
    Users and Companies
    End User Portal
    Advanced Options for the Mobile App
    Initiating a remote control session

 

 

 

Introduction

 

The SysAid Mobile Application is a fantastic tool that allows you to access your SysAid Server from a mobile device from anywhere you have an internet connection. The SysAid Mobile App is available for iPhone, Android, and Blackberry, and Windows Phone 7, and allows you to:

 

 

 Windows Phone 7, Android, Blackberry,
  and iPhone running the SysAid Mobile App

 

Getting started with the SysAid Mobile App is as simple as following the instructions provided in this guide. Your helpdesk has never been more accessible!

 

Read more about the iPhone App

Read more about the Android App

Read more about the Blackberry App

Read more about the Windows Phone 7 App

 

 

Downloading the Mobile App

 

You may download the Mobile App directly onto your phone as you would any other application. Alternatively, you may download the app to your computer and then sync with your phone. To download to your computer, you must ensure that you have first installed your phone's synchronization software. The download sites for the respective phones are as follows:

 

iPhone: http://www.apple.com/itunes/download/

Blackberry: http://na.blackberry.com/eng/services/desktop/

Android: https://play.google.com/store/apps/details?id=com.sysaid

Windows Phone 7: http://www.microsoft.com/windowsphone/en-us/apps/default.aspx

 

 SysAid Mobile App in the Android Market

 

Installing the Mobile App

 

Supported operating systems are:

 

Installation varies by phone. Please consult your phone documentation for any installation related questions.

 

 

 

 

Logging in to the Mobile App (Settings)

 

Now that you've installed the Mobile App, go ahead and open it. If this is your first time logging in, the Settings tab opens. This page allows you to log in to your SysAid Server.

 

To log in to your SysAid Server:

 

  1. Enter your SysAid Server URL. If you are not connected to your company's internal network, you must enter your SysAid Server's external IP address in order to connect.
  2. Enter your username. If you are an LDAP user, you must include your domain (e.g. domain\username).
  3. Enter your password.
  4. Click Login.

 

After successful login, you are taken to the Incidents tab.

 

 Logging in to the SysAid Mobile App on Android

 

Other settings

 

Other options on the settings page include:

Send Log
In the event that you have a technical issue with the Mobile App, click here to send the Mobile App's log files to SysAid Support.
More info
Click here to learn more about SysAid IT.
Push Notification (iPhone and Android only)
Select this option if you would like to receive push notifications to your smartphone. These are the notifications configured under Service Desk --> Service Desk Settings --> General Settings. Even if you enable push notifications here, you will only receive them if they are enabled globally under Service Desk --> Service Desk Settings --> General Settings (tab).

 

 

 

Using the Mobile App

 

The Mobile App interface is slightly different depending upon which mobile device/smartphone you are using.

 

 

Use the menu tabs to navigate back and forth between the different sections of the Mobile App. Please note that any time you switch tabs, any unsaved data you've entered into a form is lost.

 

What happens if my phone enters Sleep Mode while I'm in the middle of working?

 

Very important: At the moment your phone enters Sleep Mode, your active session is lost. This means that any unsaved data you've entered into a form is lost and any active remote control session is disconnected. Therefore, if you will be using the SysAid Mobile App extensively, it's recommended to lengthen the amount of time before your phone enters Sleep Mode to at least one minute, if not longer.

 

 

 

Incidents

 

The Incidents tab gives you access to all service records in your helpdesk of type incident. It allows you to access to the SR list and to the SR form.

 

Incident list

 

When you click on the Incidents tab, you will see the incident list. This tab has two sub tabs: Mine and Advanced. Mine shows you incidents assigned to you and allows you to create a new incident. Advanced shows all incidents and allows you to create an advanced filter.

 

You may customize which fields appear on the Incident list. See Customizing lists below for instructions.

 

 

Actions you can perform from the Incident list

 

You can perform the following actions from the Incident list:

 

Create a new incident
Click on the Add New icon to create a new incident. This icon only appears on the Mine sub tab.
Edit an existing incident
Click on any incident in the list to edit that incident.
Search
Use the search box to locate an incident. This is necessary if a large number of incidents appear in your list.
Create an advanced filter
You can create an advanced filter so that only certain incidents appear in your list. See Creating a list filter below for instructions for creating an advanced filter.

 

 My Incidents

 

SR form (SR form)

 

The SR form allows you to view and edit most fields on the service record. The fields that you see here are determined by the view you create under Customize --> Mobile Form from within SysAid (see Customizing forms for more information).

 

 New SR

 

Editing the SR form

 

Select an editable field to change the value. For lists, the list will open and you can choose a new list item. For text fields, you will see the device keyboard appear onscreen and you can start typing (for Blackberry, use the physical keyboard).

 

Special fields on the SR form

The following fields have special behavior on the SR form:

 

Request user
Clicking on this field opens the users list where you can select a request user for the SR. Once a request user is selected, this field also displays the Remote Control option. See Initiating a remote control session below for more information.
Submit user
This field displays the Remote Control option. See Initiating a remote control session below for more information.
Activities
See Adding an activity, below.
Messages
Clicking on this field opens the message log, showing you all e-mail correspondence for the incident.

 

When you are done making changes to the SR form, click Done to save your work.

 

Adding an activity

 

You can add an activity from the SR form. To add an activity:

  1. Click on the Activity field. This opens the Activity list. This list shows you all existing activities for this SR.
  2. Click the Add New icon . This opens the Activity form.
  3. Using the dropdown lists, enter a start time and end time for your activity.
  4. Enter a description for the activity.
  5. Click the Submit button. This saves your activity and returns you to the Activity list.
  6. Click the Back icon to return to the SR form.

 

 Adding a new activity

 

 

 

Assets

 

The Incidents tab gives you access to all service records in your helpdesk of type incident. It allows you to access to the SR list and to the SR form.

 

Asset list

 

When you click on the Assets tab, you will see the Asset list. This tab has two sub tabs: Servers and Advanced. Servers shows you all assets of type server. Advanced shows all assets and allows you to create an advanced filter.

 

You may customize which fields appear on the Asset list. See Customizing lists below for instructions.

 

 

Actions you can perform from the Asset list

 

You can perform the following actions from the Asset list:

 

Viewing and editing an asset
Click on any asset in the list to view and edit that asset.
Search
Use the search box to locate an asset. This is necessary if a large number of assets appear in your list.
Create an advanced filter
You can create an advanced filter so that only certain assets appear in your list. See Creating a list filter below for instructions for creating an advanced filter.

 

 Servers list

 

Asset form

 

The Asset form allows you to view and edit many fields for the asset. You can choose which fields appear on this form (see Customizing forms for more information).

 

 New SR

 

Editing the Asset form

 

Select an editable field to change the value. For lists, the list will open and you can choose a new list item. For text fields, you will see the device keyboard appear onscreen and you can start typing (for Blackberry, use the physical keyboard).

 

Special fields on the SR form

The following fields have special behavior on the SR form:

 

Owner
This field displays the Remote Control option. See Initiating a remote control session below for more information.
RC
This field displays the Remote Control option. See Initiating a remote control session below for more information.

 

When you are done making changes to the SR form, click Done to save your work.

 

 

 

Users and Companies

 

The Mobile App allows you to view and edit both users and companies.

 

Viewing and editing users

 

Click on the Users tab to view a list of all of your users. You can use the search bar to locate an individual user. Click on any user to edit that user's details.

 

Instructions for editing the User form are the same as for editing the SR form and the Asset form.

 

 Editing a user's details

 

Viewing and editing companies

 

Click on the More tab and then select Companies to view a list of all of your companies. You can use the search bar to locate an individual company. Click on any company to edit that company's details.

 

Instructions for editing the Company form are the same as for editing the SR form and the Asset form.

 

 Editing a company's details

 

 

 

End User Portal

 

The End User Portal allows your end users to access SysAid from their smartphones. End Users must access the Self Service Portal from their phone's web browser. Full instructions for using the End User Portal from a mobile device can be found in the End User Mobile App Guide.

 

Administrators may access the End User Portal from within the Mobile App by clicking More --> End User Portal.

 

 SysAid End User Portal for mobile devices

 

 

 

Advanced Options for the Mobile App

 

Creating a list filter

 

You can create a custom filter for the Incidents and Assets lists so that you see only the SRs or assets that are of interest to you.

 

To create a custom filter:

  1. Open the Incidents or Assets tab.
  2. Click on the Advanced sub tab. (You must be on the Advanced sub tab in order to create the filter.)
  3. Click the Advanced Filter icon . This opens the Advance Filter page.
  4. Click on the field you would like to filter by. The corresponding list page opens.
  5. Select the entry you would like to filter by. This returns you to the Advanced Filter page.
  6. Click the Back icon to return to the Incidents or Assets list. Your new filter is now applied whenever you view the Advanced sub tab.

 

If you would like to change the filter, the same instructions apply.

 

 Creating a filter to show only SRs assigned to the Customer Support group

 

 

Customizing lists

 

You can customize which fields appear in the Incident list and in the Asset list.

 

Important: The mobile lists display only 6 fields, and there must always be at least 6 fields selected. Also, the formatting is fixed for each field by order; for example, the first field is always bold. Keep these things in mind when customizing mobile lists.

 

To customize the Incident list:

  1. In the normal web interface, go to Service Desk --> Incidents (Enterprise) or Help Desk --> List (Pro).
  2. Select the SysAidMobile view.
  3. Click . This opens the Customize list page.
  4. Customize the list using the instructions found here.

 

 Location of fields on the mobile Incident list

 

To customize the Asset list:

  1. In the normal web interface, go to Asset Management --> Asset List.
  2. Select the SysAidMobileAssets view.
  3. Click . This opens the Customize list page.
  4. Customize the list using the instructions found here.

 

Customizing forms

 

You can customize a number of forms in the Mobile App. To customize a form, you must log into your SysAid Server using the normal web interface.

 

Customizing a form

To customize one of the forms in the Mobile App:

  1. Open the appropriate form (i.e. view an asset, user, company, etc.). Locations for each form are listed in the table below.
  2. Click the cogwheel icon  on the upper menu bar. This opens the Design Form page.
  3. From the Tab list, select the appropriate mobile tab. A list of tab names appears in the table below.
  4. Customize the tab using the instructions found here. The fields that you select are then shown in the Mobile App.
    Note: Some fields are not yet supported in the Mobile App. These fields do not appear in the list of Available fields.

 

Following is a list of the forms that you can customize for the Mobile App. It includes the location from which you can customize the form and the name of the tab that must be customized.

 

Form Location Tab Name
Administrator SR form Service Desk --> Incidents --> Select an incident Mobile
Asset form Asset Management --> Asset List --> Select an asset Mobile*
User form (admin and end user) User Management --> End Users --> Select an end user Mobile
Company form User Management --> Companies --> Select a company Mobile
End User View Service History Service Desk --> Incidents --> Select an Incident MobileEndUser
End User Submit Incident form Customize --> End User Submit Incident form MobileEndUser
End User Settings form Customize --> End User Settings Form MobileEndUser

 

*The Mobile tab will only appear in the Tab list if you select asset Type "Default".

 

 

 

Initiating a remote control session

 

The SysAid Mobile App allows you to perform a remote control session from the asset form and from the SR form. Note that to perform remote control from the asset form, you must first add the RC field to the asset form. See above for customizing the asset form.

 

Important: The computer you would like to control must contain at least version 8.0.XX of the SysAid Agent. Also note that a remote control session performed from the Mobile App counts against your limit of concurrent RC sessions using RCG.

 

Remote control from the asset form

 

If the selected computer is online, choose the session you would like to connect to and click Start to begin the remote control session.

 

Remote control from the SR form

 

From the Request user or Submit user fields, click Remote Control to initiate your remote control session.


Note: In order to initiate RC using either the Submit or Request User fields, the target user must appear as the owner for an asset (Owner is one of the fields on the asset form). The remote control session is initiated to the owned asset even if it is not the same as the Main Asset for the service record.

 

Special commands for remote control from a mobile device with a touch screen

 

Right click:
Touch the screen with two fingers instead of one.
Move around the screen:
Touch and drag the image.
Click and drag (such as for a scroll bar):
Touch the screen for two seconds and then drag. If you start to drag too soon, you will move around the screen instead of dragging what's on it.

 

For further information about SysAid Remote Control, please see the full Remote Control Guide.