Service Manager Mobile

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Introduction

The Service Manager Application is accessible to co-workers who are subscribed Service Manager users. The Service Manager mobile App provides analysts with the following functionality.

Co-workers with the rights to use Service Manager will see a Service Manager Option in the Navigation Menu and an Option for Requests'. Selecting Requests will take the Co-worker to their list of requests.

The default View will show Requests which are assigned to the Co-worker directly.

• Search & View Requests
• Update & Collaborate on Requests
• Reassign & Resolve Requests

Search & View Requests

Co-Workers have various options available to them to change the default view by creating their own Home View, create and filter adhoc, and use a Quick Filter option to narrow the results down.

Setting a Home View

• Select the three dot button at the top of the request list to open the filter builder.
• The Co-worker will be presented with the icons for the request types they have the rights to view. Choose a specific request type, or all requests for the view you wish to create.
• The Co-worker will also have the option to create the view based on the following options:

* My Requests

* All My Teams

* All My Services

* Specific Teams they are a member of

• Once the relevant options have been selected, save this as your Home View by selecting the Save Home View option.

Once this Home View has been defined you will be returned to the request list with this view applied. If you have chosen to use adhoc views, you can easily return to your Home View from the request list by selecting the Home icon at the top of the request list.

Using Adhoc Views

In the same way as creating a permanent home view, it is also possible to define and use adhoc views, as needed. Simply following the same instructions for creating a home view, but when saving the view rather than selecting Save Home View option choose Apply this will simply apply the view criteria and return you to the request list.

• Select the three dot button at the top of the request list to open the filter builder.
• The Co-worker will be presented with the icons for the request types they have the rights to view. Choose a specific request type, or all requests for the view you wish to create.
• The Co-worker will also have the option to create the view based on the following options:

* My Requests

* All My Teams

* All My Services

* Specific Teams they are a member of

• Once the relevant options have been selected, select the Apply option for the view to be created and applied to the request list.

Request List Quick Filter

To make finding specific requests easier, a Co-Worker can use the Quick Filter search option at the top of the request list. This will search within the parameters of the currently applied view and will automatically filter the list results based on matching criteria.

The fields in the requests which the quick filter uses to compare include:

• Reference
• Summary
• Details
• Status
• Owner
• Customer

Dismiss the quick filter condition by selecting the x next to the quick filter.