Incident Management running on an iPhone device

This topic provides an overview of the main features that are available when running Incident Management on an iPhone 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).
3. In the Login Details screen, type the BMC Remedy username and password.
4. Tap Login.
   
5. The Home page displays options for Create Incident, Show All, Show errors, Show Pending, Show New, and Custom Filter.
   
6. Tap Create Incident to create incidents.
   
7. Tap Customer (Select) to display a menu, from which you can select the customer name for the incident.
   
8. Tap Show All to display all of the incidents in the group.
   
9. Tap on a ticket to display the details for the ticket.
   
10. Tap on the Assignee field to display the options for the assignee
    
11. 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.
      
      
      
12. Accessing work info shows the work info related to the ticket
    
13. Tap Work Info to display the work information related to the ticket.
    
14. Tap + to add new work information.
15. Tap Actions to choose an option.
    
16. 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.
    
17. Tap Resolve Incident to resolve the incident, or tap Status Reason to choose the reason for resolving the incident.
      
18. You can also display incidents that are pending, new or contain errors:
    • Show Errors – Displays the errors that occurred when a record was created or updated with the BMC Remedy server.
    • 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 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.
19. Tap on Settings to open a dialog box.
    
    • Change Server – Connect to another Mobility server (for example, switch from the Development server to the QA or Production server)
    • Reset –- Deletes data on the client and loads the most recent data on the client
    • Logout –- Logs out the user