Deploy Mobile Access for CA Service Catalog

This article contains the following topics:
This article contains the following topics:
Step 1 - Verify Prerequisites for Mobile Access
Review the following prerequisites for mobile access:
  • Understand the terminology in this article:
    • Services and forms that you design for catalog users and request managers to access from mobile devices are
      mobile services
      mobile forms
    • Services and forms that you design for catalog users and request managers to access from the web browser of a tablet, laptop, or desktop are
      browser services
      browser forms
  • Ensure that you know how to design services and forms in CA Service Catalog.
  • Familiarize yourself with how request managers approve and reject requests in CA Service Catalog.
Step 2 - Follow the Guidelines and Requirements for Creating or Updating Services
Meet the following requirements as you design your mobile services:
  • Select the option that is named
    Available from mobile devices
    , on the Service Details tab.
  • Specify
    service option per service and you can add
    form to that service option.
    After you add the form, save your changes and complete all other applicable fields on the Service Option Details tab. Keep in mind the following considerations and limitations:
    • You can add a reservation, and it
      is visible
      on a mobile device.
    • You can also add the following elements: CA Business Service Insight contracts, cost and pricing elements (such as rate elements), and additional elements (such as text elements). These elements are supported; however, they are
      not visible
      on a mobile device.
  • If you use images, meet these requirements:
    • Use one of the following formats: BMP, PNG, JPEG, or .JPG.
    • Verify that the file size is less than 30 KB.
    • Verify that the dimensions are 50 x 50 pixels or smaller.
Guidelines for Services and Forms
Follow these guidelines as you design mobile services and mobile forms:
  • Keep services and forms short and simple.
  • Keep all names and descriptions short.
  • Use the following predefined mobile-enabled services and their forms as models:
    • View My Assets (for Mobile Users)
      This service lets catalog users view their assets in CA APM.
      This service requires that CA Service Catalog and CA APM are integrated.
    • Report an Issue
      This service lets catalog users report an issue in CA Service Desk Manager, for example, a hardware or software problem.
      This service requires that CA Service Catalog and CA Service Desk Manager are integrated.
    To access these services, import the Service Management Content Pack. For more information about how to use this content pack, see the
    Using the Service Management Content Pack
    article. To access this article, log in to CA Service Catalog and select Administration, Tools, Links.
  • Only when necessar
    y, consider creating two forms and two services: one service and form for browser access and another service and form for mobile access.
    When necessary
    means that the browser service and form contain multiple or complex elements that are not supported on mobile. For example, the browser service contains multiple service options and the browser form contains a table.
    For examples, see the View My Assets and View My Assets (for Mobile Users) services in the content pack.
(Optional) Specify the Order in which Services Appear
You can optionally use the Sort Number field on the Service Details tab to specify the order in which services appear. The order of appearance is sequential, from lowest to highest. For example, three services with sort numbers of 1-3 are the first three services that appear when a user opens the catalog from a mobile device.
When users view services from a mobile device, a single sort order applies across all folders. In contrast, when users view services from a desktop, laptop, or tablet, the sort order applies to each folder individually.
Customizations That Are not Supported
Mobile services do
support the following customizations:
  • Custom approval statuses
    default approval statuses for mobile services.
  • Tiered service option groups
Step 3 - Follow the Guidelines and Requirements for Creating or Updating Forms
Follow these requirements and guidelines when you design mobile forms.
General Guidelines
The requirements and guidelines for services include general guidelines about using forms.
Guidelines for Fields
To achieve the most efficient display and maximize user productivity, automatically specify the most common options as the default options. For example, use JavaScript expressions and the user profile to pre-fill fields for user attributes, such as name, address, phone number, and so forth. Similarly, if the user location is available, pre-fill it also.
Requirements for Labels
If you use labels, test them thoroughly on mobile devices. Labels appear to catalog users who view services and submit requests. However, labels do
appear to request managers who approve and reject requests. Therefore, use the Description field of a service option (rather than a label) to convey important information about the form or service option to request managers.
The Full Width attribute of a label is automatically set to True when a form appears on a mobile device. This automatic setting optimizes the use of space on a mobile screen.
If you use an image as the value for a label, the maximum size of the image is 50 x 50 pixels or smaller.
Elements That Do Not Apply
use the following elements on mobile forms because they do not apply:
Attributes That Do Not Apply
The following attributes do not function when users display the form on a mobile device. However, you can optionally include these attributes on a form that users access from both mobile and non-mobile devices. In such cases, these attributes work as designed for non-mobile access but do not function for mobile access:
HTML Attributes
JavaScript Attributes
All elements
Hint, Style, Tab index, Text direction, Tooltip
onBlur, onKeyDown, onKeyPress, onKeyUponMouseDown, onMouseMove, onMouseOut, onMouseOver, onMouseUp
Check box
Box label
onFocus and onClick
Date Time
Time Format
onFocus and onClick
Field set
Collapsed and Label Width
Not Applicable
Radio group
Not Applicable
Radio option
Not Applicable
onFocus and onClick
Select box
Minimum Search, Multi-Select, Page Size, List Width, and Height
onFocus and onClick
onFocus and onClick
Number Format
onFocus and onClick
Form Attributes That Do Not Apply
The following form attribute does not apply: CSS class.
Date Formats
Mobile services and forms support the date formats available for the business unit.
Mobile services and forms support custom JavaScript functions that set the value and format of the date.
Custom JavaScript
Mobile applications typically provide access to more personal data than web browsers on a tablet, laptop, or desktop. Mobile applications also typically have more security concerns. Exercise caution when you use custom JavaScript in forms for services that users access through mobile devices. Verify that all custom JavaScript is safe and secure and does not violate the privacy of any users.
Mobile forms do not support custom JavaScript that uses either of the following techniques:
  • Communication between the form and CA Service Catalog web DOM elements
Approval Process
When request managers use a mobile device to view requests pending approval in their queues, the following fields and forms do not appear on the requests:
  • Fields to specify data, either by entering text or selecting a value
    Examples include fields for specifying a cost or for selecting a cost center or priority level.
  • Fields or forms that include a condition
    Examples include JavaScript conditions that hide or disable fields or forms based on the request status.
  • Complex forms with custom JavaScript activated during the approval process
When a form contains an element or attribute that does not apply to mobile devices, a warning message appears to the request manager. The message explains this condition and advises the request manager to view and act on the request using the web browser of a tablet, laptop, or desktop. However, the request manager can still approve or reject the request using a mobile device. Therefore, as a best practice, verify that mobile-enabled services contain
unsupported elements or attributes.
Step 4 - Test the Services and Forms
Test the services and forms to verify that they function correctly on mobile devices.
Follow these steps:
  1. From the iTunes and Google Play Store websites, download and install the mobile application on the following devices. The mobile app is
    CA Service Management
    • iPhone and iPad running iOS 6.1 or higher
    • Mobile devices running Android operating system 4.0 or higher
  2. Verify that your mobile services and forms appear and function correctly on these devices.
    For example, verify that catalog users can browse the catalog and can submit requests. Similarly, verify that request managers can view, approve, and reject their requests pending approval.
  3. Verify that you can access and update services from the mobile application on iPhones and Android phones.