How to set up Service Management for the mobile app

To enable the use of the Service Management mobile app, for access to the Service Portal, you must do all of the following:

Enable the mobile app

  1. From the Main menu, go to Administration > Service Portal Settings > Feature Settings.

  2. In the Enable mobile app section, select On.

  3. Click Save on the toolbar.

Configure the offering form

  1. From the Main menu, go to Administration > Records > Forms.

  2. In the drop-down at the top of the page, select Offering.

  3. Select Full Offering form.

  4. Add the field Supported on Mobile App to the form.

  5. Click Save on the toolbar.

For more information about editing a form, see How to edit a form.

Configure the appropriate offerings

Note In Service Management, a dynamic form is one which has mandatory fields other than Title or Description, and those mandatory fields do not have an automatically populated default value.

If you try to access a dynamic form while using the mobile app, the app gives you a web view of Service Management instead of the mobile app user interface. Once you have completed and submitted the form, you return to the full mobile app user interface.

Each form has an underlying offering, and it is therefore the offering which you configure. Selecting the Supported on mobile app field marks an offering which does not use dynamic forms.

  1. From the Main menu, go to Plan > Service Catalog > Offerings.

  2. Select the offering you want to configure.

  3. Click the record identifier in the ID column to display the selected record.

  4. Ensure Supported on Mobile App is selected.

  5. Click Save on the toolbar.

  6. Repeat steps 2-5 for the appropriate offerings.

Enable mobile notifications

You can configure Service Management to send certain push notifications to mobile app users. These are in addition to existing email notifications that are sent when workflow events occur. Therefore, you can only have a push notification if there is an existing email notification. For more information about notifications, see Notifications.

The following notification templates have been configured for mobile notifications out-of-the-box:

  • Send manager a reminder that an approval task is pending

  • Send person a notification that an approval task is pending

  • Send person a reminder that an approval task is pending

  • Notification template for pending approval task reminder with email integration reminder

  • Notification template for pending approval task with email integration

  • Template definition for request more information

  • Template definition for request more information with email integration

  • Template Definition for sending solution and completion code

  • Template definition for send solution and completion code with email integration

If you are administering a new tenant, there is no further requirement to configure the above listed templates so that your users can receive these mobile push notifications.

If you are administering an upgraded tenant, you are only required to configure notification templates if you have defined custom templates, and are not using any of the above listed templates.

If you do need to configure notification templates, you must do the following for each of the notification templates to which you want to add a push notification:

  1. From the Main menu, select Administration > Configuration > Records.

  2. In the drop-down at the top left of the page, select Request.

  3. Select the Notifications tab.

  4. In the left pane, select the notification template to which you want to add a push notification.

  5. In the main page, select Mobile app.

  6. Select Enable mobile app notification.

  7. Click Select notification. The Notification type selection box is displayed with a preview of the following push notification types available for selection:

    • Request resolved

    • Pending approval

    • Provide more information

    For example, assume you set a business rule to send a notification using the template Template definition for request more information each time a comment is added to a request. If you select the push notification type Provide more information for that template, each time a comment of the type "request more information" is added to a request, a push notification of that type is sent as well as an email notification.

  8. Select a notification type, and click OK. You may select only one.

  9. Click Save on the toolbar.

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