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Incident Management running on a BlackBerry device

This topic provides an overview of the main features that are available when running Approvals on a BlackBerry device.

  1. Launch the Incident Management client.
  2. In the Server details screen, type the Mobility server name or the IP address and the port to to be used for the connection, for example, Company.m.onbmc.com and port 443).
    blackberry incidents figures 01.png
  3. In the Login Details screen, type the BMC Remedy username and password.
  4. Tap Login.
    blackberry incidents figures 02.png
  5. The Home page displays options for Create Incident, Show All, Show errors, Show Pending, Show New, and Custom Filter.
    blackberry incidents figures 03.png
  6. Tap Create Incident to create incidents.
    blackberry incidents figures 04.png
  7. Tap Customer (Select) to display a menu, from which you can select the customer name for the incident.
    blackberry incidents figures 05.png
  8. Tap Show All to display all of the incidents in the group.
    blackberry incidents figures 06.png
  9. Tap on a ticket to display the details for the ticket.
    blackberry incidents figures 07.png

    blackberry incidents figures 08.png
  10. Tap the Assignee field to display the options for the assignee.
    Assignees can be assigned in the following three ways.
    • Tap on Assign to me to assign the ticket to the user who logged in.
    • Tap on Support groups to assign the ticket to the support groups for which the user (who logged in) has access.
    • Tap on Assignees to assign the ticket to individuals.
      blackberry incidents figures 09.png
  11. Tap the Impact and Urgency fields to change the priority of the incident.
    blackberry incidents figures 10.png
  12. Tap Work Info to display the work information related to the ticket.
    blackberry incidents figures 11.png
  13. Tap + to add new work information.
    blackberry incidents figures 12.png
  14. To send the incidents to the Next state, click the Options key, which launches the menu.
    blackberry incidents figures 13.png
  15. The incident in the screen shown below is already in the Assigned mode. You can send the incident to the Pending stage or to the Next stage as required.
    blackberry incidents figures 14.png
  16. The incident can be sent to the Next stage. Setting the Next stage from Assigned changes the incident to Resolved.
    blackberry incidents figures 15.png
  17. Tap the status reason to display the Status reason menu, from which a item reason can be selected.
    blackberry incidents figures 16.png
  18. To search for an Incident Id, tap Search Incident.
    blackberry incidents figures 16.png
    • Show Pending – Displays the records saved on the client, but not updated to the BMC Remedy server, because the Incident Management client is offline.
    • Show Error – Displays the errors that occurred when a record was created or updated with the BMC Remedy server.
    • Show New – Displays records that are changed on the BMC Remedy server and updates synced with the Incident Management client.
    • Custom Filter – Filters the records you want to see in the list. After you create a custom filter, a new option is created on the main menu called Show Filtered.
      blackberry incidents figures 18.png

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Remedy ITSM - Mobility: Service Desk 7.6.07