CA Service Management Mobile Application

 Mobile Application is a common interface to access some of the core features of CA Service Desk Manager and CA Service Catalog from your mobile device. The following mobile capabilities are available in  Mobile Application:
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CA Service Management
 Mobile Application is a common interface to access some of the core features of CA Service Desk Manager and CA Service Catalog from your mobile device. The following mobile capabilities are available in
CA Service Management
 Mobile Application:
Service Desk
The
Service Desk
capability enables the logged in user to access the following CA Service Desk Manager core features:
  • View the count of the tickets from CA Service Desk Manager on the Home screen when you log in. You can view incidents, requests, problems, issues, and change orders only. The badge count on each tile shows the new and updated ticket counts since last refresh.
    The Home screen does not display all the tickets from CA Service Desk Manager. By default it shows all the tickets that are assigned to all the users. This default filter can be changed.
  • Tap a ticket type tile from the Home screen to view the list of tickets. Filter each ticket type to view only selected information. For example, tap the Filter icon from the Incident list and select Assigned - High Priority. The list is refreshed to show the selected incidents only.
    Filters that are customized on the CA Service Desk Manager server and are displayed on the CA Service Desk Manager Scoreboard is also displayed in this capability.
  • Search for ticket. Tap on the search area and enter the search keyword. The search results are displayed as you type. You can search for a ticket that is based on the ticket number or summary of the ticket.
  • Tap a ticket to view the details. You can also view the attachments and activity logs (if any).
  • Tap More Actions to perform actions on a ticket:
    • Escalate or update status or transfer ticket to another user.
    • Add a comment to this ticket.
    • Add an attachment to the ticket. Allowed size for the attachment is 3 MB or less. This capability only supports .jpeg, .jpg, and .png image formats.
  • Change the refresh interval (
    Default:
    four minutes). Tap system menu, Settings, Preferences, Service Desk. Increase or decrease the Polling interval.
  • Choose the features to be displayed in this capability. For example, the logged-in user can choose to view the incidents only. Go to the Settings screen and tap Features. Swipe to enable or disable a feature.
My Tasks
The
My Tasks
capability is used to respond to pending workflow tasks. This capability provides the mobile user with all the information required to complete the task.
The logged-in user can access the following core features of this capability:
  • View the following tasks:
    • Pending tasks from the following workflow engines that are integrated with CA Service Desk Manager:
      • CA Service Desk Manager Classic Workflow
      • CA Process Automation
    • Workflow tasks that are assigned to the user. If the logged in user is part of the PAMAdmins group, the user can view and respond to any CA Process Automation tasks from the
      My Tasks
      capability.
    • Workflow tasks that are assigned to a group that the user belongs to.
      • For CA Service Desk Manager Classic Workflow, tasks that are assigned to the CA Service Desk Manager group are not displayed. Only tasks that are assigned to individuals are displayed.
      • If the logged-in user is part of the PAMAdmins group,the user can view and respond to any CA Process Automation tasks from the
        My Tasks
        capability.
    • Workflow tasks for which the user is requested to respond, regardless of the CA Service Desk Manager ticket assignee or requester. For example, a user who is not directly involved with CA Service Desk Manager performs a financial approval task.
    If a workflow engine is down and if the user is not using the related work item,
    My Tasks
    does not display the work items or an error message. When the workflow engine starts working, the related work items are visible to the user. But if you are already using a work item and the server goes down, then 
    My Tasks
     displays an error report.
  • View a bar chart showing the number of pending tasks that are awaiting input, as per the time the task has been pending. This bar chart allows the user to identify new tasks and identify how long they have been waiting.
  • View the list of tasks that are filtered by pending time. Tap on the bar on the graph or use the pull down at the top of the screen. For example, tapping on Last Hour bar displays all the tasks that are created or modified in the last one hour and are pending for approval.
  • Search for a pending task; enter the search text in the Search area. The search result is updated as you type. You can search using ticket numbers, priorities, or keywords from task descriptions.
  • View the work item details by tapping on a task in the list. When you see the details, you can perform the following actions:
    • View the input form of the work item. Custom approval forms are automatically available on the mobile device without any modification. They are reformatted for rendering on the mobile device.
    • Understand more about the work item by tapping the ticket icon to view the related CA Service Desk Manager ticket information. This information can include business justifications, implementation and backout procedures, contact, assignee, information, priority, SLA, and severity.
    • Call or email the requester by tapping on the phone number or email address that is listed on the related ticket tab. This information is displayed only if the CA Service Desk Manager ticket contains this contact information.
    • Download and view attachments for the related change order ticket. Install other viewer software on your mobile device to open the downloaded document, if necessary. To view attachments from the web application of the
      CA Service Management
      , turn off the "block popups" option in the web browser.
  • Respond to the work item. Enter the required information in the detail form and tap
    Submit
    . The next task is automatically opened for your response, if multiple tasks are pending.
  • Upon request from support, enable debugging information by selecting the system menu, Settings, Preferences, My Tasks. Tap the Tracing drop-down to select an option. Choose the "on" option to enable the debugging information. Choose the "verbose" option for more detailed information. You can view the logging information in the $NX_ROOT\log\approve.log directory on the CA Service Desk Manager server. Disable the option to avoid server overhead when you have completed the support session.
  • Change the date and time format by tapping the system menu, Settings, Preferences, My Tasks and by choosing a Date Time Format. The changed date and time format is only reflected once you refresh the capability.
  • Refresh the current list of work items by tapping the system menu in the upper right-hand corner of the task list page and choose Refresh.
  • Change the refresh time interval which specifies how often the 
    My Tasks
    tile is updated, by changing the Polling interval found on the Preferences,
    My Tasks
    page.
  • Enable response timeout option wherein a message is prompted to the logged in user if the capability does not respond within a specified time. As a logged in user, you can set this time (in minutes) from the system menu, Settings, Preferences, My Tasks. By default the Timeout in minutes option is set to two minutes. You can change this setting. If the capability does not respond within this scheduled timeout, an error message is displayed. After clicking OK on the message prompt, the user is directed back to the login page of the
    My Tasks
    capability.
Unified Self-Service
The
Unified Self-Service
capability enables the logged-in user to access the following core features of Unified Self-Service on a mobile device:
  • View the count of the latest questions on the Home screen, that are posted from Unified Self-Service. The posts are categorized according to tags such as Recommended, Latest, Following. By default you view the Latest questions.
  • (If Unified Self-Service is configured with CA Service Desk Manager) View the count of the tickets that you created on the Home screen. The tickets can be request or incident, as configured by the system administrator on the Unified Self-Service server.
  • Tap on the question tile from the Home screen to view the related posts.
  • Search for a post from all sources. Enter your search criteria in the Search text box and tap Enter to display the search results from all sources. From the drop-down, you can select Global to look from all the data sources that enabled on the Unified Self-Service server. You can also select Questions to look from the questions that are listed in this capability.
  • Search for requests or incidents.
  • Tap a question to view the detailed post. Tap More Actions to:
    • Reply to this post
    • Follow or unfollow this post
    • Share the post
    • Open a service desk ticket if the post does not answer your questions.
    To add new fields in the request form, the system administrator has to configure the fields on the Unified Self-Service server. The same configured fields are displayed on the Unified Self-Service capability. The number of fields that can be configured on the Unified Self-Service is five. For more information about how to configure the fields, see Administering CA Self Service section.
  • Change the refresh interval (
    Default:
    four minutes). Tap system menu, Settings, Preferences, Self Service. Increase or decrease the Polling interval.
  • Choose the features to be displayed in this capability. For example, the logged-in user can choose to view the Questions only. Go to the Settings screen and tap Features. Swipe to enable or disable a feature.
Create Ticket
The
Create Ticket
capability is available only for CA Service Desk Manager users. You can create a request or an incident.
A Non-employee CA SDM user can use the
Affected End User
field to create a ticket on behalf of other users.
Catalog
The
Catalog
users can perform the following tasks from their mobile devices:
  • Browse and search the catalog
  • Complete and submit requests for service offerings (services)
  • Add notes or attach images to their requests
  • View the status and other details of their requests, including requests submitted from both the browser interface and the mobile application
  • Cancel their requests
Request managers
can perform the following tasks from their mobile devices:
  • View their requests pending approval and approve or reject them
  • Add note or attachments to those requests
A Non-business CA Service Catalog user can use the
Affected End User
field, that is available on the Report An Issue Offering page, to create tickets on behalf of other users.
Localization Support for Mobile Application
CA Service Management
 Mobile Application supports the following 12 languages. 
  • English
  • French
  • Dutch
  • Simplified Chinese
  • Spanish
  • Brazilian Portuguese
  • Japanese
  • Italian
  • German
  • Finnish
  • Swedish
  • Danish
If you are using CA SDM, observe the following:
  • CA SDM does not support Finnish, Danish, Swedish, and Dutch locales.
  • CA SDM supports the French Canadian locale but the
    CA Service Management
    Mobile Application does not support it.
When you upgrade to a current release of the mobile application, the default language is set to English. You can set your preferred language. To change the language settings, navigate to 
Settings
Preferences
Locale Settings
.
Some mobile application forms that are generated appear with labels based on the CA SDM server side data. In such instances, the data language depends on the CA SDM server locale set by the Administrator. For example, if CA SDM server locale is set in Japanese, and the Mobile Application locale is set in French, the forms with data labels from the CA SDM server side will appear in Japanese.