SysAid Mobile App for iPhone and Android

 

 

Table of Contents

 

    Introduction
    Logging in to the mobile app (Settings)
    Using the mobile app
    Incidents
    Assets
    Users and Companies
    End-User Portal
    Advanced Options for the mobile app
    Initiating a remote control session

 

 

 

Introduction

 

The SysAid mobile application is a fantastic tool that allows you to access your SysAid server from a mobile device from anywhere with an internet connection. The SysAid mobile app is available for iPhone,and Android and allows you to:

 

 

Phones running the SysAid mobile app

 

Getting started with the SysAid mobile app is as simple as following the instructions provided in this guide. Your help desk has never been more accessible!

 

Download the mobile app

 

You may download the mobile app directly onto your phone as you would any other application. Alternatively, you may download the app to your computer and then sync with your phone. To download to your computer, you must ensure that you have first installed your phone's synchronization software. The download sites for the respective phones are as follows:

 

iPhone: http://www.apple.com/itunes/download/

Android: https://play.google.com/store/apps/details?id=com.sysaid

 

 SysAid mobile app in the Android Market

 

Install the mobile app

 

Supported operating systems are:

 

Installation varies by phone. Please consult your phone documentation for any installation related questions.

 

 

 

Log in to the mobile app (Settings)

 

Now that you've installed the mobile app, go ahead and open it. If this is your first time logging in, the Settings tab opens. This page allows you to log in to your SysAid server.

 

To log in to your SysAid server:

 

  1. Enter your SysAid server URL. If you are not connected to your company's internal network, you must enter your SysAid server's external IP address or URL in order to connect.
  2. Enter your user name. If you are an LDAP user, you must include your domain (e.g. domain\user name).
  3. Enter your password.
  4. Tap Login.

 

After successful login, the app opens in the Incidents tab.

 

 Logging in to the SysAid mobile app on Android

 

Other settings

 

Other options on the settings page include:

Send Log
In the event that you have a technical issue with the mobile app, tap here to send the mobile app's log files to SysAid Support.
More info
Tap here to learn more about SysAid IT.
Push Notification (iPhone and Android only)
Select this option if you would like to receive push notifications to your smartphone. These are the notifications configured under Settings > Service Desk > General. Even if you enable push notifications here, you only receive them if they are enabled globally under Settings > Service Desk >General.

 

 

 

Using the mobile app

 

The mobile app interface differs slightly based on the mobile device you are using.

 

 

Use the menu tabs to navigate back and forth between the different sections of the mobile app. Please note that any time you switch tabs, any unsaved data you've entered into a form is lost.

 

What happens if my phone enters Sleep mode while I'm in the middle of working?

 

Very important: At the moment your phone enters Sleep mode, your active session is lost. This means that any unsaved data you've entered into a form is lost and any active remote control session is disconnected. Therefore, if you intent to use the SysAid mobile app extensively, it's recommended to lengthen the amount of time before your phone enters Sleep Mode to at least one minute or longer.

 

 

 

Tickets

 

The Incidents tab gives you access to all incidents and requests in your help desk. It allows you to access the SR list and the SR form.

 

Tickets list

 

When you tap on the Incidents tab, the SR list opens. This tab has two sub tabs: Mine and Advanced. Mine shows you incidents and requests assigned to you and allows you to create a new incident. Advanced shows all incidents and requests and allows you to create an advanced filter.

 

You may customize which fields appear on the SR list. See Customizing lists below for instructions.

 

 

Actions you can perform from the SR list

 

You can perform the following actions from the SR list:

 

Create a new incident
Tap to create a new incident. This icon only appears on the Mine sub tab.
Edit an existing ticket
Tap any ticket in the list to edit it.
Search
Use the Search box to locate a a ticket. This can be helpful if your list contains a alrge number fo tickets.
Create an advanced filter
You can create an advanced filter so that only certain tickets appear in your list. See Creating a list filter below for more information.

 

 My tickets

 

SR form

 

The SR form allows you to view and edit most fields on the service record. You can choose which fields appear on the SR form. See Customizing forms for more information.

 

 New SR

 

Edit the SR form

 

Select an editable field to change the value. For lists, the list opens and you can choose a new list item. For text fields,the device keyboard opens on the screen and you can start typing.

 

Special fields on the SR form

The following fields have special behavior on the SR form:

 

Request user
Tapping on this field opens the users list where you can select a request user for the ticket. Once a request user is selected, this field also displays the Remote Control option. See Initiating a remote control session below for more information.
Submit user
This field displays the Remote Control option. See Initiating a remote control session below for more information.
Activities
See Adding an activity, below.
Messages
Tapping on this field opens the message list, showing you all email correspondence for the ticekt. Tap any message in the list to view the full correspondence.
To reply to the message:
  1. Tap , or to reply to all.
  2. Enter your message, and tap Send.

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When you finish making changes to the SR form, tap Done to save your work.

 

Add an activity

 

You can add an activity from the SR form. To add an activity:

  1. Tap the Activity field. This opens the Activity list. This list shows you all existing activities for this SR.
  2. Tap . This opens the Activity form.
  3. Using the drop-down lists, enter a start time and end time for your activity.
  4. Enter a description for the activity.
  5. Tap Submit. This saves your activity and returns you to the Activity list.
  6. Tap to return to the SR form.

 

 Adding a new activity

 

 

 

Assets

 

The Assets tab gives you access to all the assets in your help desk. It allows you to access to the Asset list and the Asset form.

 

Asset list

 

When you tap the Assets tab, the Asset list is displayed. This tab has two sub tabs: Servers and Advanced. Servers shows you all assets of type server. Advanced shows all assets and allows you to create an advanced filter.

 

You may customize which fields appear on the Asset list. See Customizing lists below for instructions.

 

 

Asset list actions

 

You can perform the following actions from the Asset list:

 

View and edit an asset
Tap any asset in the list to view and edit that asset.
Search
Use the Search box to locate an asset. This ican be helpful if your list contains a large number of assets.
Create an advanced filter
You can create an advanced filter so that only certain assets appear in your list. See Creating a list filter below for more information.

 

 Servers list

 

Asset form

 

The Asset form allows you to view and edit many fields for the asset. You can choose which fields appear on this form (see Customizing forms for more information).

 

 New SR

 

Editing the Asset form

 

Select an editable field to change the value. For lists, the list opens and you can choose a new list item. For text fields, the device keyboard opens and you can start typing.

 

Special fields on the SR form

The following fields have special behavior on the SR form:

 

Owner
This field displays the Remote Control option. See Initiating a remote control session below for more information.
RC
This field displays the Remote Control option. See Initiating a remote control session below for more information.

 

When you are done making changes to the SR form, tap Done to save your work.

 

 

 

Users and Companies

 

The mobile app allows you to view and edit both users and companies.

 

View and edit users

 

Tap the Users tab to view a list of all of your users. You can use the Search bar to locate an individual user. Tap any user to edit that user's details.

 

Instructions for editing the User form are the same as for editing the SR and Asset forms.

 

 Editing a user's details

 

View and edit companies

 

Tap the More tab and then select Companies to view a list of all of your companies. You can use the Search bar to locate an individual company. Tap any company to edit that company's details.

 

Instructions for editing the Company form are the same as for editing the SR and Asset forms.

 

 Editing a company's details

 

 

 

End-User Portal

 

The End-User Portal allows your end users to access SysAid from their smart phones. End Users must access the Self Service Portal from their phone's web browser. Full instructions for using the End-User Portal from a mobile device can be found in the End User mobile app Guide.

 

Administrators may access the End-User Portal from within the mobile app by navigating to More > End-User Portal.

 

 SysAid End-User Portal for mobile devices

 

 

 

Advanced options for the mobile app

 

Create a list filter

 

You can create a custom filter for the SR and Assets lists so that you see only the SRs or assets that are of interest to you.

 

To create a custom filter:

  1. Open the Incidents or Assets tab.
  2. Tap the Advanced sub tab. (You must be on the Advanced sub tab in order to create the filter.)
  3. Tap . This opens the Advance Filter page.
  4. Tap on the field you would like to filter by. The corresponding list page opens.
  5. Select the entry you would like to filter by. This returns you to the Advanced Filter page.
  6. Tapn to return to the Incidents or Assets list. Your new filter is now applied whenever you view the Advanced sub tab.

 

If you would like to change the filter, the same instructions apply.

 

 Creating a filter to show only SRs assigned to the Customer Support group

 

 

Customize lists

 

You can customize which fields appear in the SR list and in the Asset list.

 

Important: The mobile lists display only six fields, and there must always be at least six fields selected. Also, the formatting is fixed for each field by order; for example, the first field is always bold. Keep this in mind when customizing mobile lists.

 

To customize the SR list:

  1. In the normal web interface, go to Service Desk > Help Desk > Incidents.
  2. Select the SysAidMobile view.
  3. Click . This opens the Customize list page.
  4. Customize the list using the instructions found here.

 

 Location of fields on the mobile Incident list

 

To customize the Asset list:

  1. In the normal web interface, go to Assets > Asset Management > Asset List.
  2. Select the SysAidMobileAssets view.
  3. Click . This opens the Customize list page.
  4. Customize the list using the instructions found here.

 

Customize forms

 

You can customize a number of forms in the mobile app. To customize a form, you must log into your SysAid server using the normal web interface.

 

To customize one of the forms in the mobile app:

  1. Open the appropriate form (i.e. view an asset, user, company, etc.). Locations for each form are listed in the table below.
  2. Click  on the top right of the form. This opens the Design Form page.
  3. From the Tab list, select the appropriate mobile tab. A list of tab names appears in the table below.
  4. Customize the tab using the instructions found here. The fields that you select are then shown in the mobile app.
    Note: Some fields are not yet supported in the mobile app. These fields do not appear in the list of Available fields.

 

Following is a list of the forms that you can customize for the mobile app. It includes the location from which you can customize the form and the name of the tab that must be customized.

 

Form Location Tab Name
Administrator SR form Service Desk > Help Desk > Incidents > Select an incident Mobile
Asset form Assets > Asset Management > Asset List > Select an asset Mobile*
User form (admin and end user) Tools > User Management > End Users > Select an end user Mobile
Company form Tools > User Management > Companies > Select a company Mobile
End User View Service History Service Desk > Help Desk > Incidents > Select an Incident MobileEndUser
End User Submit Incident form Settings > End-User Portal > Incident Submission form MobileEndUser
End User Settings form Settings > End-User Portal > Settings Form MobileEndUser

 

*The Mobile tab only appears in the Tab list if you select Default as the asset type.

 

 

 

Initiate a remote control session

 

The SysAid mobile app allows you to perform a remote control session from the Asset form and from the SR form. Note that to perform remote control from the Asset form, you must first add the RC field to the Asset form. See above for customizing the Asset form.

 

Important: The computer you would like to control must contain version 8.0.XX or higher of the SysAid agent. Also note that a remote control session performed from the mobile app counts against your limit of concurrent RC sessions using RCG.

 

Remote control from the Asset form

 

If the selected computer is online, choose the session you would like to connect to and tap Start to begin the remote control session.

 

Remote control from the SR form

 

From the Request user or Submit user fields, tap Remote Control to initiate your remote control session.


Note: In order to initiate RC using either the Submit or Request User fields, the target user must appear as the owner for an asset (Owner is one of the fields on the Aset form). The remote control session is initiated to the owned asset even if it is not the same as the Main Asset for the service record.

 

Special commands for remote control from a mobile device with a touch screen

 

Right tap:
Touch the screen with two fingers instead of one.
Move around the screen:
Touch and drag the image.
Tap and drag (such as for a scroll bar):
Touch the screen for two seconds and then drag. If you start to drag too soon, you move around the screen instead of dragging what's on it.

 

For further information about SysAid Remote Control, please see the full Remote Control Guide.