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Log New Interaction from HP SM 9.34 Mobile Application

Hi ,

 

I have a requirement to log an Interaction from the HPSM 9.34 Mobile Client . How can i customize the mobile apps to achieve this .

 

Please help.

 

Regards,

Shameer

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Acclaimed Contributor.. Acclaimed Contributor..
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Hello,

Is not this an OOB function fot mobile client?

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Hi,

 

As far as I know, with mobility client you cannot open Incidents.You have the ability too see them and to approve.

For more information you can check the following useful document:

http://support.openview.hp.com/selfsolve/document/KM00583961

 

Hope the information helps!

 

Thank you and Best regards,

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Thanks Vadim  and NgocNgo for the reply .Is there any way to customize it to create an Interaction or incident or service request ??

 

Regards,

Shameer

 

 

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I have not used 9.34 Mobile Aplication so it might be not present in it, but for sure registration of Interactions from mobile was on the closest roadmap.

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Hi,

 

Actually, mobility supporst customized action bar options, and you can enable options "open incident" in the list view.

 

Please refer to user doc Page 39: Customize the action bar options in the attached document.

 

Thank you and Best regards,

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Hi ,

 

If I manage to make a create button in the list view and give permission to create an Interaction or Incident ,will it consume a helpdesk or incident module license or it is comes under ess unlimited license ?? We need this functionality to give it to the end user for raising an self-service ticket from mobile client similar as ess page  .

 

Regards,

Shameer

 

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Hi,

As told above you can open interaction/incidents in mobile client.
Mobility is totally controlled from its war file and HP does not provide such functionally to tailor at such extent.


You have to use what is provided OOB.

Regards,

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Hi,

 

I am afraid we cannot achive your requirement as SM mobility is very limited tailored, so we need to use the function that already included in it. 

 

Thank you and Best regards,

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Hi,

There is no way, I feel, you can tailor SM to raise any ticket from Mobility.
Mobility is not designed for Self service uses, the purpose is to enable Field engineers or Change approvers to work on ticket on fly. So that SM can be accessible and work can be expedited while following proper process. Because of that reason only IM and Change module was introduced. But later in SM9.32 mobility, Interaction was also added.

By using self service privileges you cannot login to SM Mobility Application.

For end use you may try to ask use t open ess url on smart phone standard browser and ask to try to raise a ticket, feel SM might be able to render the required buttons and fields as desired.

Also not sure how will you achieve the crate/open button in list view.
However can try to give add open display option on any DS (already availed in mobility), and allow that option in mobility. You have to specifically mention the which option and ds is to be make visible in mobility.
Behind of that code write the code a code to all application ‘cc.open.from.menu’. Do not how mobile client will behave in such scenario.
This might work but never tried.


Regards,
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There is an HPSM Mobility Content pack that adds Self Service, including option to submit a new interaction, to SM Mobilty:

https://hpln.hp.com/group/mobility-ess-content-pack-service-manager

 

Here's the ITSM Blog post that announced the functionality:

http://h30499.www3.hp.com/t5/IT-Service-Management-Blog/Four-Ways-the-HP-Service-Manager-SM-9-32-Mobility-ESS-Brings-New/ba-p/6417542#.U86mn01OWM8

 

Note that the content pack was built against 9.32 and does not include compatiblity information with 9.34 (nor does the 9.34 mobilty guide mention it). It is also not mentioned in the 9.34 Complatibility Matix for Service Manager Applications Content. You'd probably want to cofirm with support if:

--the current content pack is compatible with 9.34 OR

--a revised content pack will be issued with compatiblity with 9.34.

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Thanks John, this is new to me. Nhing was mentioned in any of the SM app or mobility release notes.
Will explore and see how could be implemnted.


Thanks,
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