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Incident Management running on an Android device

This topic provides an overview of the main features that are available when running Incident Management on an Android 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).
    android incidents figures 01.png
  3. In the Login Details screen, type the BMC Remedy username and password.
  4. Tap Login.
    android incidents figures 02.png
  5. The Home page displays options for Create Incident, Show All, Show errors, Show Pending, Show New, and Custom Filter.
    android incidents figures 03.png
  6. Tap Create Incident to create incidents.
    android incidents figures 04.png
  7. Tap Customer (Select) to display a menu, from which you can select the customer name for the incident.
    android incidents figures 05.png
  8. Tap Show All to display all of the incidents in the group.
    android incidents figures 06.png
  9. Tap on a ticket to display the details for the ticket.
    android incidents figures 07.png
  10. Tap the Assignee field to display the options for the assignee.
    Assignees can be assigned in the following three ways.
    1. Tap on Assign to me to assign the ticket to the user who logged in.
    2. Tap on Support groups to assign the ticket to the support groups for which the user (who logged in) has access.
    3. Tap on Assignees to assign the ticket to individuals.
      android incidents figures 08.png
  11. Tap Work Info to display the work information related to the ticket.
    android incidents figures 09.png
  12. Tap + to add new work information.
    android incidents figures 10.png
  13. Tap Actions to choose an option.
    android incidents figures 11.png
  14. The incident in the left 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.
    android incidents figures 12.png
  15. Tap Resolve Incident to resolve the incident, or tap Status Reason to choose the reason for resolving the incident.
    android incidents figures 13.png
  16. You can also display incidents that are Pending, New or contain Errors.
    android incidents figures 14.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.
      android incidents figures 15.png
  17. Tap on Settings to open a dialog box.
    android incidents figures 16.png

 

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BMC Remedy ITSM - Mobility: Service Desk 7.6.07