Identify which tickets has been opened using the mobile app (SMA SP for SM)

Idea ID 1682863

Identify which tickets has been opened using the mobile app (SMA SP for SM)

  • 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.

Tags (3)
5 Comments
Micro Focus Expert
Micro Focus Expert

Nice idea. Fyi. You can find out currently via $G.client.type. That global var will be set to "mobile" after a mobile user logged in.

Micro Focus Expert
Micro Focus Expert

For SMAX the capability exists out of the box. Request entity type has a field called CreationSource (label Creation source), of type ENUM and one of the values is CreationSourceMobile (label Mobile). Any request created from the mobile app, will have the field set accordinglyCapture.JPG

Best regards,

Brindusa

Micro Focus Expert
Micro Focus Expert
Thanks Brindusa and @Jas1. Just to clarify, in SMA-SM that functionality does not exist, when a user creates a new request using the Service Portal app, by default the interaction ticket it's created with source as 1 - Portal.
Micro Focus Expert
Micro Focus Expert

Thanks @Brindusa Kevorkian for the answer for SMAX, and @paparras for descibring the use case so well! I've removed SMAX from the label since it is provided,. It remains in the queue as an idea for SMA SP for SM. 

Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

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