HP Service Manager Mobile Applications User Guide

1 HP Service Manager Mobile ApplicationsSoftware Version: the supported Windows and UNIX operating systems user Guide Document Release Date: September 2015 Software Release Date: September 2015 Legal NoticesWarrantyThe only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained information contained herein is subject to change without Rights LegendConfidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR and , Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the Government under vendor's standard commercial Notice 1994-2015 Hewlett-Packard Development Company, NoticesAdobe is a trademark of Adobe Systems and Windows are registered trademarks of Microsoft and Java are registered trademarks of Oracle and/or its is a registered trademark of The Open is the registered trademark of Linus Torvalds in the and other a complete list of open source and third party acknowledgements.

2 Visit the HP Software Support Online web site and search for the product manual called HP Service Manager Open Source and Third Party License UpdatesThe title page of this document contains the following identifying information: lSoftware Version number, which indicates the software version. lDocument Release Date, which changes each time the document is updated. lSoftware Release Date, which indicates the release date of this version of the check for recent updates or to verify that you are using the most recent edition of a document, go to: site requires that you register for an HP Passport and to sign in. To register for an HP Passport ID, click Register on the HP Support site or click Create an Account on the HP Passport login will also receive updated or new editions if you subscribe to the appropriate product support Service .

3 Contact your HP sales representative for the HP Software Support site at: website provides contact information and details about the products, services, and support that HP Software Software online support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. As a valued support customer, you can benefit by using the support website to: lSearch for knowledge documents of interest lSubmit and track support cases and enhancement requests lDownload software patches lManage support contracts lLook up HP support contacts lReview information about available services lEnter into discussions with other software customers lResearch and register for software trainingMost of the support areas require that you register as an HP Passport user and to sign in.

4 Many also require a support contract. To register for an HP Passport ID, click Register on the HP Support site or click Create an Account on the HP Passport login find more information about access levels, go to: Solutions Catalog accesses the HPSW Integrations and Solutions Catalog portal website. This site enables you to explore HP Product Solutions to meet your business needs, includes a full list of Integrations between HP Products, as well as a listing of ITIL Processes. The URL for this website is ServiceManagerMobileApplications( )Page2 of 78 ContentsChapter 1: Getting started with HP Service Manager Mobile Applications6 Preparing to launch Service Manager Mobile Applications on your smartphone6 Launching Service Manager Mobile Applications on your smartphone7 Using Service Manager Mobile Applications in power user view8 Understand the views within Service Manager Mobile Applications8 List view9 Common tasks in the List view9 Detail view11 Common tasks in the Detail view11 Manage user interactions12 Update an open interaction12 Approve or deny an interaction13 Close an interaction13 Approve or deny a Service Catalog request14 Manage incidents15 Set the customer-visible flag for an incident's activity15 Reassign an incident16 Resolve an incident16 Manage changes16 Set the customer-visible flag for a

5 Change's activity17 Approve, deny or retract a change18 Using Service Manager Mobile Applications in self- Service user view19 Search the knowledge base19 Perform Smart Search20 Submit a self- Service request20 Submit a smart request21 View opened and closed tickets21 View, approve, or deny pending approval requests22 Chapter 2: System administration23 Installing Service Manager Mobile Applications23 UserGuideHP ServiceManagerMobileApplications( )Page3 of 78 Before you start23 Install Service Manager Mobile Applications24 Edit the configuration file in the war archive24 Install Service Manager Mobile Applications25 Tailoring Mobile Applications in Service Manager26 Set up email notifications to include URL links27 Configure the prefix of a record28 Add a view for Mobile Applications29 Add a form for Mobile Applications31 Customize the fields on Mobile Applications form32 Customize the action bar options33 Configure the maxRequestPerSecond parameter33 Localize Service Manager Mobile Applications34 Customizing the Service Manager Mobile Applications CSS35 Update LESS files35 Test Customized LESS files36 Generate CSS files manually37 Generate CSS files by Koala38 Test generated CSS

6 Files39 Protecting communications between Mobile Applications and the Service Manager server40 Set up Secure Sockets Layer (SSL)41 Set up SSL between the smartphone browser and Mobile Applications43 Set up trusted sign-on (TSO)45 Set up Lightweight Single Sign-On (LW-SSO)47 Appendix A: Mobile Applications Form Widgets50 Label control50 Text control51 Text area control52 Date control53 Combo Box control54 Comfill control56 Group control59 Button control60 UserGuideHP ServiceManagerMobileApplications( )Page4 of 78 Check box control60 Attachments control61 HTML Viewer control62 Table control63 Table column control65 Subform control65 Dynamic Form control66 Notebook control66 Notebook tab control67 Appendix B: Mobile Applications for HP Service Manager Process Designer68PD Change module72PD Incident module72PD Interaction module73 Appendix C: Troubleshooting74 Widgets do not support Dynamic View Dependencies (DVD)74 Send Documentation Feedback77 UserGuideHP ServiceManagerMobileApplications( )Page5 of 78 Chapter 1: Getting started with HP Service Manager Mobile ApplicationsThe field engineers are typically tasked to work with business users at a customer site, and they spend most of their time away from the office to resolve tickets.

7 When Change Approvers are away from the office, they need a way to quickly approve or deny changes, so that pending work orders can be assigned. Service Manager Mobile Applications connect your company's people and information by providing your team access to the Change Management, Incident Management, and Service Desk Applications through the use of smartphones. When these IT operators are away from the office, they can receive and view work assignments and perform the tasks below by using the Mobile Applications : lApprove and deny change requests. lApprove and deny interaction. lReassign incidents/changes to the proper support group. lSearch the knowledge base. lOpen a support ticket. lContinue working on-site with quick responses improve business metrics, as Service level objectives are chapter includes: l"Preparing to launch Service Manager Mobile Applications on your smartphone" below l"Launching Service Manager Mobile Applications on your smartphone" on the next page l"Using Service Manager Mobile Applications in power user view" on page 8 l"Using Service Manager Mobile Applications in self- Service user view" on page 19 Preparing to launch Service Manager Mobile Applications on your smartphoneTo prepare for launching Service Manager Mobile Applications on your smartphone, make sure:HP ServiceManagerMobileApplications( )Page6 of 78 1.

8 Your touchscreen smartphone meets the requirements that are described in the Service Manager compatibility matrix. For details, see HP Support Matrices. 2. Your smartphone browser conforms to the following configurations: oCookies are enabled. oJavaScript is enabled. oPop-ups are enabled. At a minimum, add the Service Manager Mobile Applications host name to the pop-up exception list. 3. Your System Administrator has provided you with the web URL needed to access the Service Manager server from the Mobile user view: http://<servername>:<portnumber>/<appname>/std/ (/std/ can be omitted)Self- Service user view: http://<servername>:<portnumber>/<appname>/ess/ (/ess/ cannot be omitted) 4. You have a valid Service Manager username and Service Manager Mobile Applications on your smartphoneUser role: IT OperatorTo launch Service Manager Mobile Applications on your smartphone, follow these steps: 1.

9 In the web browser on your smartphone, type the Service Manager Mobile Applications web URL provided by your System Administrator. The Login page opens. 2. On the Login page, type your user name and password. The user name is auto-filled in the login screen the next time you log in. 3. Tap the Language field and scroll down to select your preferred language from the list, and then tap Done. The language defaults to your settings on Service Manager . UserGuideChapter1: Gettingstartedwith HP ServiceManagerMobileApplicationsHP ServiceManagerMobileApplications( )Page7 of 78 Note: oService Manager Mobile Applications does not support right-to-left displayed languages such as Arabic and Hebrew. oAvailable languages are retrieved from the Service Manager server.

10 Only when your Service Manager server has a language pack installed, the corresponding language appears in the language selection list. oIf you clear your browser cookies from the smartphone, you need to type your user name and select the preferred language again the next time you log in. 4. Tap Login to log on to Mobile Applications . Note: Service Manager Mobile Applications supports multi-tenancy Service Manager Mobile Applications in power user viewThe Service Manager Mobile Applications power user view is intended for Service Desk technicians, managers, and provides various views for the following tasks: l"Understand the views within Service Manager Mobile Applications " below l"Manage user interactions" on page 12 l"Manage incidents" on page 15 l"Manage changes" on page 16 Understand the views within Service Manager Mobile ApplicationsAfter you logged in to Service Manager Mobile Applications , the default view is displayed depending on your user role.