Alloy Navigator Mobile Portal 7 User’s Guidesupport.alloy-software.com/download/docs/AN7.0.3/AN...Alloy Navigator Mobile Portal 7 User’s Guide Chapter 2. Getting Started 2 CHAPTER

P r o d u c t V e r s i o n : 7 . 0

D o c u m e n t R e v i s i o n : 1 . 1D a t e : F e b r u a r y 9 , 2 0 1 5

Alloy Software Incorporated88 Park Avenue, Unit 2B, Nutley, NJ 07110

phone: +1 (973) 661-9700fax: +1 (973) 661-9777e-mail: [email protected]: www.alloy-software.com

Alloy Navigator Mobile Portal 7Your Mobile Service Management

U S E R ’ S G U I D E

Copyright © 2015 Alloy Software, Inc. All rights reserved. Alloy Software, Alloy Navigator, Alloy Navigator Express, and Alloy Discovery logos are registered trademarks owned by Alloy Software, Inc. All other trademarks and brand names are the property of their respective owners. This manual, as well as the software described in it, is furnished under license and may be used or copied only in accordance with the terms of such license. The content of this manual is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Alloy Software, Inc. Alloy Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this book. This manual is protected by United States and foreign copyright. This manual shall not be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, recording, or otherwise, without the prior permission of Alloy Software, Inc.

Alloy Navigator Mobile Portal 7 User’s Guide

Table of Contents i

Table of Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Introducing the Mobile Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Document Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Signing In to the Mobile Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Home Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Viewing Announcements and Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Viewing Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Viewing Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Ticket Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Additional Sorting and Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Viewing Ticket Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Viewing Child Work Orders and Related Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Searching for Tickets by Their ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Searching Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Working with Tickets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Accessing Ticket Actions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Performing Actions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Creating Incident Tickets and Work Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

About Alloy Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Obtaining Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Support Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Alloy JumpStart™ Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Phone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19E-Mail Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Online FAQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Alloy Software Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Community Forums . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Twitter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Phone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Fax. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Mailing Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21


Chapter 1. Introduction 1

CHAPTER 1. Introduction

Introducing the Mobile Portal

The Mobile Portal is a mobile interface to the Alloy Navigator 7 (AN7), which helps you stay connected to the AN7 Service Support module anywhere, anytime.

The Mobile Portal supports the majority of modern devices, including Apple iPad and iPhone, BlackBerry PlayBook, Samsung Galaxy, HTC Desire, and others. The application automatically adapts for each device, allowing you to get the best look everywhere, on mobile phones and tablet computers.

The Mobile Portal enables you to:

Keep critical information up-to-date

View tasks and requests assigned to you and your team

Stay updated with announcements of important events

Log new requests and issues for walk-up situations

Communicate with customers and colleagues on the go

Resolve user requests from your mobile phone or tablet

Leverage powerful grid views and searching features to get the information you need

Document Audience

The Alloy Navigator Mobile Portal 7 User’s Guide targets Service Support managers and technicians who work in Alloy Navigator 7 (AN7). It illustrates the most common tasks performed by Mobile Portal users.

This guide assumes that you are familiar with other AN7 product documentation and have an experience with the AN7 Main Console or the Technician Web Portal.

For the list of supported clients, as well as for the instructions on installing and configuring the Mobile Portal, see the Alloy Navigator 7 Suite Installation Guide: Planning the Installation >...> Mobile Clients.

http://www.alloy-software.com/an7/


Chapter 2. Getting Started 2

CHAPTER 2. Getting Started

Signing In to the Mobile Portal

To access the Mobile Portal, use the web address (URL) provided by your Alloy Navigator administrator. On the Sing In page, enter your credentials. You can use either Windows or Standard SQL Authentication.

To sign in using Windows Authentication, specify your Windows user account name in the following format:

<Domain name>\<User account name>


Chapter 2. Getting Started 3

Home Page

The Home page displays sections for Announcements, Incidents, and Work Orders.

To open a section, tap it or tap the disclosure indicator . To return to the Home page, tap Home in the tab bar.

By default, the Mobile Portal displays Incidents and Work Orders assigned to you and uses the My Incidents and My Work Orders views for displaying Tickets. For details on using other views, see “Viewing Tickets” on page 5.


Chapter 3. Viewing Announcements and Tickets 4

CHAPTER 3. Viewing Announcements and Tickets

Viewing Announcements

You can view all active Announcements. To access the details of a particular Announcement, just tap it, and the Mobile Portal will open it on a new page.

You can select the Announcement text and copy it to the clipboard.



Viewing Tickets

You can view Incidents and Work Orders using one of pre-configured data views. To access the list of available views, tap Views in the navigation bar.

Overdue Tickets are displayed with their Due Date in red.



Ticket Views

The Mobile Portal provides a number of pre-defined views for Incidents and Work Orders. All views display only active Tickets, meaning that closed and resolved Tickets are hidden.

Each view includes the following fields: Ticket, Requester, Created Date, Priority, Status, Due Date, and Summary. Each view has specific filtering and sorting criteria, explained below.

Views for Incidents:

My Incidents — This view displays Incidents that are directly assigned to you, meaning where you are the Assignee. “My Incidents” are sorted by Due Date, then by Priority, and then by Status.

My Group Incidents — This view displays Incidents assigned to you directly or via group assignment. “My Group Incidents” are sorted by Due Date, then by Priority, and then by Status.

Incidents by Due Date — This view displays all Incidents in the system, sorted by Due Date, then by Priority, and then by Status.

Incidents by Priority — This view displays all Incidents in the system, sorted by Priority, then by Due Date, and then by Status.

Unassigned — This view displays unassigned Incidents, i.e. Incidents with both Assignee and Assignee Group fields empty. Unassigned Incidents are sorted by Priority, then by Due Date, and then by Status.

Views for Work Orders:

My Work Orders — This view displays Work Orders that are directly assigned to you, meaning where you are the Assignee. Tickets in “My Work Queue” are sorted by Due Date, then by Priority, and then by Status.

My Group Work Orders — This view displays Work Orders assigned to you directly or via group assignment. “My Group Work Orders” are sorted by Due Date, then by Priority, and then by Status.

Work Orders by Due Date — This view displays all Work Orders in the system, sorted by Due Date, then by Priority, and then by Status.

Work Orders by Priority — This view displays all Work Orders in the system, sorted by Priority, then by Due Date, and then by Status.

Work Orders by Age — This view displays all Work Orders in the system, sorted by Created Date (with newer ones at the top), then by Priority, and then by Status.



Additional Sorting and Filtering

You can additionally sort views by any available field in ascending or descending sort order. For example, to sort your Work Orders by Status, tap Sort in the navigation bar, tap Choose Field under Sort, and then tap Status. To change sort order, tap the toggle switch next to Sort Direction. When done, tap Apply.



You can also filter your Tickets by field values. For example, you can select only Tickets that contain the word “backup” in their Summary. To do this, tap Sort, tap Choose field under Filter, tap Summary, then type in “backup” in the Filter text field. When done, tap Apply.

To clear a field, tap the Delete icon . To clear all fields, tap Clear.



Viewing Ticket Details

The Mobile Portal displays Ticket details on two pages: general information and the Activity Log. You can switch between those pages by swiping left and right or, alternatively, by tapping the inactive (dimmed) dot on the page indicator displayed at the bottom.

The General page enables you to select text and copy it to the clipboard.



If a field value is too long and exceeds the available screen area, the text will be truncated. To view the full text, tap the shortened text or the disclosure indicator displayed next to it.



Viewing Child Work Orders and Related Objects

The Mobile Portal displays child Work Orders and related objects of Tickets, i.e. the data that the Main Console and the Technician Web Portal show on the Work Orders and Related Objects tabs of the Ticket’s details window. To access this data, use the More button, which is available in the tab bar on the Ticket detail screen.

For example, to view the Ticket’s related objects, tap More and then tap Related Objects.

Some objects displayed on the Related Objects page cannot be accessed with the Mobile Portal (for example, Problems or Computers). This means that you cannot view their details. Such objects are indicated with a red “Do Not Enter” sign.



For each related object you can tap the Related Objects icon and view its related objects.



Searching for Tickets by Their ID

If you know the Ticket ID, you can quickly open this Ticket as follows: tap Go to in the tab bar, type in the ID, and tap the Search icon .



Searching Tickets

You can search Incidents and Work Orders for a specific word or text.



By default, the Mobile Portal searches all Tickets—Incidents and Work Orders. However, you can easily filter out Incidents or Work Orders from your search results. You can also refine search results by sorting records and applying additional filters. For example, you may want to select only Incidents sorted by ID in descending order, as illustrated below.


Chapter 4. Working with Tickets 16

CHAPTER 4. Working with Tickets

Accessing Ticket Actions

Like the Main Console and Technician Web Portal, the Mobile Portal allows you to perform various Ticket Actions. To access the Action Bar, open a Ticket, then tap Actions in the navigation bar and view the list of available Actions.



Performing Actions

In order to perform an Action, just tap an item in the Actions list. If the Action requires data input, the Mobile Portal opens a new page with input fields to complete. Some fields may be mandatory—they are marked with an asterisk and highlighted. If you need to clear a field, tap the Delete icon next to it.

When done, tap OK.



Creating Incident Tickets and Work Orders

You can submit Incident tickets or Work Orders through the Mobile Portal, provided your security role allows you to. To create an Incident ticket or Work Order, tap New in the tab bar, specify the type of Incident ticket or Work Order to submit, enter the details, and tap OK. If you need to clear a field, tap the Delete icon next to it.


Chapter 5. Contact Information 19

CHAPTER 5. Contact Information

About Alloy Software

Established in 2002, Alloy Software, Inc. is a leading provider of service management, asset management, and network inventory software solutions that help organizations of all sizes automate IT operations. Today, still under original management, Alloy Software has been named one of the fastest-growing private companies in America, and received numerous accolades such as the Software 500 and Product of The Year awards from industry publications. For more information, visit our website at http://www.alloy-software.com/.

Obtaining Technical Support

Alloy Software offers Technical Support for our current products as a service to all registered customers. For detailed overview of support guidelines, please visit our Technical Support Guidelines page at http://www.alloy-software.com/support/guidelines.html.

Support Portal

Using the online Support Portal you can manage your support tickets, download product updates and search our product Knowledge Base which includes a comprehensive collection of searchable articles, answers, tips, tricks, videos and solutions from our Technical Services team.

Alloy Software Support Portal: http://support.alloy-software.com

Alloy JumpStart™ Program

Take advantage of the Alloy JumpStart Program for planning your production rollout, evaluating a product or getting best practice advice. We provide you with a dedicated product specialist who will make sure you get answers that fit you and your company and ensure you get the most out of your investment.

Alloy JumpStart Program: http://www.alloy-software.com/support/jumpstart.html

Phone Support

To receive support via telephone, call:

US Toll Free: (800) 810-9020 (option 2)

International and Long Distance: +1 (973) 661-9700 (option 2)

http://www.alloy-software.com/

http://support.alloy-software.com

http://www.alloy-software.com/support/guidelines.html


http://www.alloy-software.com/support/jumpstart.html



E-Mail Support

For support via e-mail, send us a message:

Support Team: [email protected]

Online FAQ

We would like to encourage all our customers to use the online FAQ:

Alloy Navigator 7 Product FAQ: http://www.alloy-software.com/an7/faq.html

Alloy Software Community

Community Forums

The Community Forums are intended to promote knowledge transfer among product users by connecting people, ideas, and solutions. These forums are available to you to ask questions or to simply browse existing postings by other customers. Our technical team moderates the forums regularly and does their best to provide their expert knowledge of our products whenever possible.

Alloy Navigator 7 Community Forum: http://www.alloy-software.com/an7/forums.html

Twitter

Follow us on Twitter to stay on top of the latest events and developments regarding Alloy Software. Join in by tweeting your thoughts to us on various topics.

Follow Alloy Software on Twitter: https://twitter.com/#!/AlloySoftware

mailto: [email protected]

https://twitter.com/#!/AlloySoftware

http://www.alloy-software.com/an7/faq.html

http://www.alloy-software.com/an7/forums.html



Contact Us

You can contact us by e-mail, phone, fax, or regular mail using the contact information below:

E-Mail

Phone

Fax

Mailing Address

Sales and licensing: [email protected]

Technical support: [email protected]

General questions: [email protected]

Reseller inquiries: [email protected]

Website: [email protected]

Sales: US Toll Free: (800) 810-9020 (option 1)

International and Long Distance: +1 (973) 661-9700

Product evaluation requests: US Toll Free: (800) 810-9020 (option 2)


Pre-sales technical assistance: US Toll Free: (800) 810-9020, (option 3)


Technical Support: Please visit the Technical Support Guidelines page at http://www.alloy-software.com/support/guidelines.html.

Sales and support: US Toll Free: (866) 422-1658


All correspondence: Alloy Software, Inc.88 Park Avenue, Suite 2BNutley, NJ 07110USA








Alloy Navigator Mobile Portal 7 User’s Guidesupport.alloy-software.com/download/docs/AN7.0.3/AN...Alloy Navigator Mobile Portal 7 User’s Guide Chapter 2. Getting Started 2 CHAPTER

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