Differences between BMC Helix ITSM universal client and mobile clients
BMC Helix ITSM provides a web client, the universal client (UC) that is also supported on mobile devices, including tablets. With some exceptions, functionality across both platforms is the same. The features appearing in UC are also accessible through a tablet web browser.
This topic describes the procedures that are different for BMC Helix ITSM universal client. It also lists the features that are not available on mobile devices.
We recommend accessing BMC Helix ITSM from your mobile web browser in a vertical orientation for optimal viewing experience.
Feature differences
The following table highlights the feature differences based on the accessing device.
Feature | Web UI | Mobile UI |
|---|---|---|
Email notifications | Email notifications* | |
Search through people - by Name, Email, Login ID, Corporate ID with '@', Templates with '!' | First name, last name search only, email ID* | |
Preset filters | Filters and column Settings applied | Only filters section applied, cannot create preset* |
Available beside Login Name | Available from the main menu in UC, and under the More list in the mobile browser | |
Impact analysis (change requests) - Relating items to the change request | Relate multiple CIs | You can relate multiple CIs on "Take Action" of impact analysis |
Collision detection (change requests) | Collisions shown in interactive calendar | Collisions shown in a list* |
Consoles - sort list of records | Click column header | Tablets - tap column header Phones - select menu* |
CI Explorer | Graphical or list display | List display only* |
User profile | Displays the following details:
| Displays the following details in UC:
Displays the following details in mobile web browser:
|
Push notifications | Not supported | |
Ticket Console, Asset Console, Knowledge Console | Supported | Supported in mobile application. Knowledge console is not visible in mobile web browser |
Consoles - display list of records, filter records | Supported | Supported* |
Consoles - changing and ordering columns | Supported | Not supported |
Incidents (security incidents only) - display, filter, and assign | Supported | Not supported |
Consoles - Presets | Supported | Not supported in mobile application. Visible in mobile web browser, but you cannot create presets. |
Ticket Console and Asset Console - Card view, Configurable column, next chunk | The following features are supported:
|
|
Ticket layout - On the top tabs, and horizontal scroll | Not supported | Not supported in mobile application. Visible in mobile web browser. |
Ticket types - Release ticket, Service request, and Service broker ticket | Supported | Viewing release ticket is supported only in the mobile application. Creating and editing release tickets are not supported. |
Bulk actions from ticket console | Supported | Not supported |
Global Search | Supported | Supported. Appears as Search in mobile application. Preview is not visible in mobile web browser. |
Updates feed (Dashboard) | Supported | Supported* |
Service delivery statistics (Dashboard) | Supported | Not supported |
Accessibility mode | Supported | Supported* |
KCS capabilities | Supported | Supported* |
Attachments from cloud storage | Not supported | Supported* |
Knowledge templates - Creating | Supported | Not supported |
Knowledge templates - Style editing | Supported | Not supported |
Knowledge articles - create, edit, flag, unflag, mark favorite, follow, and add an attachment | Supported | Supported* |
Knowledge articles - View | Supported | Supported. Visible in mobile web browser if knowledge article is attached to a ticket. |
Scan asset functions | Not supported | |
Screen configuration - adding custom fields | Supported | Not supported |
Adding custom fields from Developer Studio for Progressive Web Application screens | Supported | Not supported in mobile application. Visible in mobile web browser |
Configuring actions, edit or delete actions | Supported | Not supported |
Smart Recorder | Supported | Supported* |
Create broadcast, knowledge, change, problem, known error, asset | Supported | Supported in mobile application. Knowledge is not visibile in mobile web browser. Important: For incident, work order and service request, user needs to use "Smart Recorder". Service Request can be created through template only. |
Approvals - change requests, knowledge articles | Supported | Supported in mobile application. Change is visible, and knowledge article is not visible in mobile web browser. |
Chat options | Supported | Not supported |
Change calendar | Supported | Not supported* |
Smart Reporting | Supported | Supported* |
Release Management | Supported | Partial functionality (Review, Approve, add Work Notes, relate other ITSM records such as Incidents, Changes, Knowledge, etc.)* |
Progressive Web Application (PWA) screens | Supported | Not supported in mobile application. Visible in mobile web browser |
*Not visible, depending on mobile form factor.