- Brief Description
When an user is filtering the opened requests, it should exist a field which indicates if the ticket was opened using the mobile app.
- Benefits / Value
One of the reasons why our customers are choosing SMA (SMAX, SMA-SM) as the tool to support their businesses is because it has several means to open a new request: the traditional user portal, the mobile app, using an email (with Smart Email), with Case Exchange, using web services, etc. Some of our customer says they need a way to measure the utilisation of those sources, and that way they can push the usage in the users. Also, they can evaluate the usage to improve the support of mobile devices. In a particular customer, they have as a stratetegy to use modern technologies to improve the processes and to increase the rapid resolution of tickets. Currently, they don't know if the investment in a tool with a mobile app has been paid in terms of better response times and management.
- Design details
The Source field should have an additional value "Mobile" to mark the requests created using a mobile app.