Understand the views within Service Manager Mobile Applications

After you logged in to Service Manager Mobile Applications, the default view is displayed depending on your user role. Service Manager Mobile Applications provides the following default views to access individual and group assignments and enables you to address any critical and pending issues that need immediate attention. If you are a Change Approver, you will also see change requests waiting for your approval.

List view

Being the default home page after you log on to Service ManagerMobile Applications, the List view enables you to navigate through lists of Incidents and Change requests. In the List view, you can perform the following tasks:

• Switch between different modules ( Incident, Change, Interaction and Approval).

• Switch between different list views (For example, Assigned to Me, Assigned to My Groups, and so on).
• Scroll vertically through a list of records.
• Search for specific incidents, change requests and interactions by record ID.

Common tasks in the List view

Refer to the following content for some common user tasks in the List view.

• To switch between different modules:

  Tap the Module icon at the top and select other categories from the list. The default categories includes Incident, Change and so on.

• To switch between different list views:

  Refer to the Incident module as an example. Tap Assigned to My Groups at the top and scroll down to select Assigned to Me and so on from the list.

  Tip For more information about how to add views on Mobile Applications client, see Add a view for Mobile Applications.

• To access the Detail view of a record:

  When navigating through the records list, tap a record to access its Detail view.

• To search for specific incidents and change requests by record ID:

  1. Tap the Magnifier icon at the top. A Search field opens.
  2. In the Search field, type the IM or C prefix with ID of the incident record or change request. For example: IM10002 or C10003.
  3. Tap Enter. The specific incident record or change request opens in the Detail view.

  Note

  • When using the search function, make sure the prefix of the incident record or change request aligns with those in your Service Manager environment. For example, C is the prefix for a change request. For more information about how to configure the prefix of an incident record or a change request, see Configure the prefix of a record.
  • Service ManagerMobile Applications supports wildcards in the Search field. If you type IM1000* and then tap Enter, the multiple search results will be displayed as a list of Incident records.

• Tap the Ellipsis icon at the top and select corresponding option in the list opened to:

  • View or clear system messages for the current user
  • Log out of the mobile session

• Tap the floating action bar and select corresponding option in the list opened to:

  • Refresh the current page
  • Sort the records in the List View

Detail view

The Detail record view enables you to view or update the details of a record. In the Detail view, you can perform the following tasks:

• Browse the summary information and the updates of a record.
• Update the editable fields of a record (for example, Description, Status, Affected Service/CI).
• Reassign a record (update the Assignee and Assignment Group).
• Use the click-to-dial functionality and the click-to-email functionality. For example, if a field engineer wants to notify a customer that he is going to stop by, he can drill into the contact information of a record and use the single-click method to call or email the customer.

Common tasks in the Detail view

Refer to the following content for some common user tasks in the Detail view.

• To access the List view of a record:

  When navigating through detailed records, you can tap Back to go back to the List view.

• Tap the tabs at the top to display the detailed information of a record (for example, Categorization and Assignment, Related Records, Attachments, and so on).

• Tap the Fill icon to update the editable fields of a record (for example, Status, Affected Service/CI, Assignee/Assignment Group).
• Tap the bulb icon in the contact information of a record, and then tap the telephone number to use the click-to-dial functionality. The dial dialog box will open.
• Tap the bulb icon in the contact information of a record, and then tap the email address to use the click-to-email functionality. The email application embedded in your smartphone opens.

• Tap the Ellipsis icon at the top and select corresponding option in the list opened to:

  • View or clear system messages for the current user.
  • Log out of the mobile session.
• Tap the floating action bar to display the options that you can perform on the current record.