SysAid Mobile Solution

 
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SysAid Technical Writer
1105
 

SysAid Mobile Solution

 

Introduction

 

The SysAid mobile solution is a fantastic tool that allows you to access SysAid on a mobile browser from anywhere with an internet connection - no installation necessary. The SysAid mobile solution allows you to:

  • View your Help Desk list
  • Submit, edit, and reassign incidents
  • Search tickets
  • Scan CIs with the embedded barcode scanner

You must be running SysAid 20.1.10 or higher to access the mobile solution.

 

Access the mobile solution

You can access the mobile solution by entering your SysAid account URL in the browser on your mobile device. If you have were already logged in, you may need to logout and log back in.

 

Access Help Desk lists

 

From the home screen, you can access the following ticket lists:

  • Active incidents that are assigned to you
  • Incidents that are assigned to groups that you belong to
  • Incidents that are in the Pending status
  • All active incidents
  • Active requests that are assigned to you
  • Requests that are assigned to groups that you belong to
  • Requests that are in the Pending status

 

Click on the relevant icon to open the corresponding list.

 

Edit an incident

 

To edit an incident

  1. Select an incident from the list that you opened.
  2. Make the changes that you want.
  3. On the top of the page, click Save.

 

Submit a new incident

 

To open a new incident from the mobile solution

  1. In the home screen, click .
  2. Enter the information in the ticket form.
  3. On the top of the screen, click Save.



Incident Form

 

The incident form in the mobile solution is made up of multiple tabs.

 

General

The general tab contains the main information for the ticket. The process manager, category, title, description, etc.

 

Notes

The Notes tab displays all the notes for that ticket.

 

Messages

The messages tab records all emails sent from a service record and all emails received by SysAid that are connected to a service record.

 

SysAid identifies an email as being relevant to a service record if it finds "#XXXX" in the subject of an email and "XXXX" corresponds to an existing service record ID. (Example subject line: "Regarding Service Record #106 Software X keeps crashing")

 

Attachments

The Attachments tab provides access to all the ticket's attachments.

 

History

The History tab displays a record for every update made to the ticket.

 

Actions

The Action button allows admins to perform the following actions on the ticket, assign and close, add a note, and take a pic.

 

 

Assign to me & close

This option reassigns a ticket to you and closes the ticket.

 

Take a pic

This option opens your devices camera and allows you to take a picture and add it to the the ticket's attachments. The image can be accessed in the Attachments tab.

Add a note

This option lets you add a note to the ticket.

Enter the text of the note and click Add.

 

Customize

You can customize which fields are displayed in the ticket on the mobile solution by adding them to the Mobile tab for the ticket's sub-type. If a sub-type doesn't have a Mobile tab, you can add a new tab and name it "Mobile" otherwise SysAid uses the "Mobile" tab from the default sub-type.

The following fields always appear in the Mobile solution, regardless of what's configured for a particular sub-type:

  • Title
  • Category / Sub-category / Third-level category
  • Process manager
  • Urgency
  • Impact
  • Priority
  • Request user
  • Request time
  • Description
  • Solution

 

To customize the fields for the mobile solution

  1. In SysAid, navigate to Settings > Service Desk Templates > Sub Types.
  2. Select the sub-type you want to customize.
  3. Click Edit Sub-Type View.
  4. Click Design Form.
  5. Click New Tab.
  6. In the Tab Caption field, enter Mobile.
  7. Add the fields you want and click Save.

 

Access a ticket from the menu

You can search tickets by ID from the main menu.

 

To search for tickets

  1. On the top of the screen, click .
  2. Enter the ID of the ticket you want to access.
  3. (Optional) If you want to include Closed tickets in the search, click the Slider.
  4. Click Search.

  5. Click the ticket in the search results to open it's ticket form.


CI Barcode Scanner

 

To scan a CI from the CMDB with the device's camera

  1. In the home screen, click CI Scanner.
  2. Use your camera to scan the barcode of the CI.


    SysAid opens the form for that CI.

Add a CI to the CMDB


You can also add new CIs to the CMDB

 

  1. In the home screen, click CI Scanner.
  2. Use your camera to scan the barcode of the CI.
  3. When prompted, click Add.
  4. Enter the information in the CI form.
  5. On the top of the screen, click Save.


 

This message was edited 1 time. Last update was at Mar. 16, 2020 08:19 AM

SysAider
2
 
* En los Ticket no carga los elementos de configuración CMDB
* No se puede Filtrar Ticket de otros técnicos
SysAider
2
 
Looks great, but as a Google district utilizing google SSO, how do we sign in?
SysAider
1
 
"Resolution" field is missing from mobile solution. (This field is for my notes that I do not want to share with the requestor.)

No "Activities" on mobile solution. (Cannot enter time from mobile solution.)

Although the fields listed below were completed and show text on my computer, when I connect from my mobile device these fields are not filled in.
"Requested User", "Status", "Category", and "Sub-Category"

"Notes", "Messages" and "History" tabs do not show any content on mobile solution or allow to add items.

When I "Request Desktop Site" in browser, I would expect to be able to see the website the same as I do on my computer, but it remains the mobile website.

Frustrating, because we would really like to use the mobile solution.



SysAid Marketing
191
 
Jeanette wrote:"Resolution" field is missing from mobile solution. (This field is for my notes that I do not want to share with the requestor.)

No "Activities" on mobile solution. (Cannot enter time from mobile solution.)

Although the fields listed below were completed and show text on my computer, when I connect from my mobile device these fields are not filled in.
"Requested User", "Status", "Category", and "Sub-Category"

"Notes", "Messages" and "History" tabs do not show any content on mobile solution or allow to add items.

When I "Request Desktop Site" in browser, I would expect to be able to see the website the same as I do on my computer, but it remains the mobile website.

Frustrating, because we would really like to use the mobile solution.

Hi Jeanette,

I spoke to Oded, our VP Product, and he said everything you mentioned except for "Activities" has been resolved and is being rolled out in the next 2-3 weeks.

Regarding "Activities" I recommend you speak to your Customer Success Manager, Kirk, about a feature request.

Hope this was helpful,
Dena
SysAider
4
 
We stopped using incidents, and it is hidden forour end users. They are directed to submit a request. On their mobile phone, end users can see Submit a Request.

Admins, however, are only given the choice to "submit an incident". Will admins be able to "submit a request" or be able to switchover to SSP to submit a request? We have 3-4 different departments and an admin may need to submit a request to another department.

This message was edited 1 time. Last update was at Nov. 02, 2020 01:18 PM

SysAid VP Product
1194
 
The admin mobile view supports viewing Incidents and Requests - but only creating new Incidents.
The end user mobile however gives all the functionality that is enabled in the self service portal (Including creating a request)
To access the self service portal from your mobile - simple add /servicePortal to the url of your account (Myaccount.sysaidit.com/servicePortal)