Progressive Web Application screens

Progressive Web Application (PWA) screens are available for work orders, incidents, assets, broadcasts, problem investigations, and change. You can access the PWA screens from the Universal Client (UC) if your organization has opted for this feature. PWA screens are not supported on mobile devices.

Overview of Progressive Web Application

In Developer Studio, you can enable progressive views either for an out-of-the-box (OOTB) form or for a custom form. Using PWA, you can create applications that are flexible and provide a dynamic, modern UX for your applications. PWA provides a modern, mobile-friendly UI that is similar to Smart IT but is also customizable and extensible like Mid Tier.

Important

If the administrator has set the value of the Enable-Progressive-Views parameter as true, the screen configuration views are not available.

Differences-between-the-Smart-IT-and-Progressive-Web-App-screens

Progressive web application development (AR Systemdocumentation)

Developing a Progressive Web Application (AR System documentation)FAQ on Smart IT PWA (Progressive Web Application)
Webinar Q&A: Progressive Web Apps - Introduction and Adoption Best Practices

Watch the following webinar (01:03:00) to learn about progressive views:

https://youtu.be/j1Hqflp_ExM

Video contents

00:42	Agenda
01:27	Overview
05:05	Solution architecture
13:48	Enable Progressive Views
18:00	What's Changed - Smart IT and Progressive Views
20:10	Customization with Progressive Views
22:38	Progressive Views ticket types
23:19	Mid Tier and Progressive Views rendering, customization best practices
57:23	Benefits
59:56	Troubleshooting
1:00:57	References and summary

The PWA technology meets the following requirements:

Progressive—Works on all supported browsers. To learn more about the supported browsers, seeProgressive web application. The core principle used to build the PWA is progressive enhancement. To learn more about progressive enhancement, seeProgressive enhancement.
Installable— In case of mobile devices, allows you to place useful applications on your home screen without the need of an application store.
App-like—Utilizes an app-shell that provides an app-like navigation and interactions on mobile clients.
Responsive—Works on any screen size of any device. Auto-scales and auto-arranges the view components dynamically to cater to the need of resizing the application, for example, within a browser or when you move the browser instance across different screens of your computer.
Safe—Uses Transport Layer Security (TLS), which prevents snooping attacks and guarantees the integrity of the content of a website.
Linkable—Does not require complex installations and is easily shareable by using a link.

How PWA screens are viewed from Smart IT

End users can open the following PWA screens from Smart IT:

Incident
Work Order
Problem Investigation
Task
Known Error
Asset
People
Broadcast
Change

The following video shows some of the PWA screens in Smart IT

https://youtu.be/QwtOubSXdZ8

You can enable opening of these PWA screens from Smart IT by using the cross-launch settings configured in the Centralized Configuration. The following diagram illustrates how PWA screens are viewed from Smart IT:

When a screen is available in PWA, Mid Tier screens are displayed from Smart IT as described in the following steps, which illustrate the example of when a Smart IT user views an incident ticket.

The Incident screen is available as PWA, so Mid Tier is cross-launched from Smart IT so that the incident ticket can be viewed as PWA.
The Incident screen is available as PWA, so the user is redirected to Mid Tier. The user views the incident and gets the incident details such as tasks and notes.
Mid Tier sends the final response to the Smart IT user.

The following list shows the information flow when a Smart IT user accesses a screen that is available only in Smart IT:

A. The request to view a screen is sent to the Smart IT server because the interface is not available as PWA.

B. An authentication REST API call is sent to the Smart IT server.

C. A user is logged in to BMC Helix ITSM.

D. BMC Helix ITSM displays the information to the user.

Important

Smart IT with PWA enabled is not supported on Internet Explorer (IE).

Browser navigation buttons and browser history might not work as expected when you open Mid Tier screens from Smart IT.
You should not simultaneously view Mid Tier and progressive view enabled Smart IT screens through the same browser as it might cause issues with permissions.

Work order screens

The following table displays the Smart IT and PWA screens for work order:

Smart IT work order screen	PWA work order screen

Incident screens

The following table displays the Smart IT and PWA screens for creating an incident:

Smart IT incident screen	PWA incident screen

Asset screens

The following table displays the Smart IT and PWA screens for asset information:

Smart IT asset screen	PWA asset screen

Outage screens

The following table displays the Smart IT and PWA screens for outage:

Smart IT outage screen	PWA outage screen

People profile screens

The following table displays the Smart IT and PWA screens for People profile:

Smart IT People profile screen	PWA People profile screen

Broadcast screens

The following table displays the Smart IT and PWA screens for creating a broadcast:

Smart IT broadcast screen	PWA broadcast screen

Problem investigation screens

The following table displays the Smart IT and PWA screens for problem investigations:

Smart IT problem investigations screen	PWA problem investigations screen

Known error screens

The following table displays the Smart IT and PWA screens for known errors:

Smart IT known error screen	PWA known error screen

Task screens

The following table displays the Smart IT and PWA screens for adding tasks:

Smart IT tasks screen	PWA tasks screen
Add tasks from scratch	Add tasks from scratch
Add tasks from template	Add tasks from template

Change request screens

The following table displays the Smart IT and PWA screens for change request:

Smart IT change request screen	PWA change request screen