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Mobile access

PostPosted: Tue Jun 08, 2010 4:31 pm
by brentil
We have 4 buildings that we manage resources across but we only have offices in one of those buildings. Very often we spend most of the day away from our offices unable to gain access to our computers to make case updates or update inventory changes.

It would be extremely useful to have at a minimum a mobile version of the website to log in with via our phones so that we can update these various items between calls as we're on the move or off site as well. Using the main site from a phone just isn't very useful because of the screen resolution.

Just thought I'd make our interest known to hopefully get more demand for it.

Re: Mobile access

PostPosted: Tue Jun 15, 2010 10:20 am
by 0vestel0
That is one functionality which i would really like to see added tot the Navigator.

Something like an Iphone APP?

Re: Mobile access

PostPosted: Mon Jun 21, 2010 3:24 pm
by brentil
I forget which company it was not but I got a promotional email from them and that was one of their selling points was the mobile application for you team members out in the field to make reports/changes on.

Re: Mobile access

PostPosted: Fri Jun 25, 2010 1:33 pm
by pille
We've talked about this internally several times and we have a feature request in our system for it, but we could, as always, get more feedback from our customers to make sure we know what you need.

What are some of the tasks that you feel you would want to perform remotely via your phone?

Obviously we can't provide the same functionality due to the lack of real estate, but give us an idea of what you expect you'd be doing most regularly.

Re: Mobile access

PostPosted: Fri Jun 25, 2010 1:41 pm
by brentil
For us the most common thing our employees forget to do is tag new hardware, moved hardware, and surplussed hardware to who/where it belongs. This then usually ends up with our inventory being way out of date. I know there is the newer automated ability to do this but there are a significant # of resources not on the main domain that we do not have administrative access. If we had a way to easily bring up and item and change room #, status, owner, etc this would make this process easier for them to perform and thus result in actually being up to date.

Our people are out and about between 4~5 buildings each day so the ability to pull up their assigned tasks would be useful instead of hunting through emails. Then also the ability to change status of the task and make notes.

Re: Mobile access

PostPosted: Fri Jul 02, 2010 10:15 am
by pille
Ok, so let's list this out and tell me if I missed anything, etc. Others are welcomed to chime in.

Self-Service Portal

Working with Incidents
  • Ability to submit new incidents
  • Ability to view their existing 'open' incidents
  • Ability to submit attachments

Technician's Web Portal

Basic search functionality
  • ...for requester's tickets
  • ...for owner's CIs
  • ...for records using general text fields

Tagging new hardware, moving hardware and putting hardware on the shelf let's just call re-deploying hardware.
  • Changing the Owner
  • Changing the Location
  • Changing the Status

Working with Assigned Task we'll just call My Tickets.
  • Creating new tickets
  • Accessing assigned tickets
  • Change the Status
  • Add Notes to tasks

I'm thinking this is the basic set of requirements most people would have, but I'd love to hear more feedback if anyone else has it.

Re: Mobile access

PostPosted: Fri Jul 02, 2010 10:19 am
by brentil
Making new tickets would be great too. Between this building and the other building I got stopped by 3 different people who wanted to tell me about their issues instead of emailing them into the help desk. We ask them to do that but then they forget and then it's our fault for not remembering...

Re: Mobile access

PostPosted: Fri Jul 02, 2010 12:19 pm
by pille
hehe thanks, I editted my post above to include it.

Re: Mobile access

PostPosted: Fri Jul 16, 2010 3:11 pm
by Andrew_M
I'd like to see some basic search functionality as well - searching for tickets by requester, status, description, etc. Also, it sounds like you're discussing mainly functions from the technician portal, but it would be helpful if the end users could also access and create their own tickets from their mobile devices. We have many users who could benefit from the ability to create and update tickets while on the road.

One notable limitation we've experienced with mobile devices is that we do not receive ticket attachments (typically screenshots) in the notification emails and are even unaware that a ticket includes an attachment unless the user has referenced in in the description. The ability to view and download attachments from a mobile device would be helpful.

Re: Mobile access

PostPosted: Fri Jul 16, 2010 5:52 pm
by pille
Ok, thanks. I've updated the post above with your feedback.

Re: Mobile access

PostPosted: Tue Apr 05, 2011 5:55 pm
by Laurentiu
It's a great ideea to have all these on iPhone.
When will happend :D

Re: Mobile access

PostPosted: Wed Apr 06, 2011 9:49 am
by brentil
Those of us with larger screen Android/iPhones are already doing remote desktop from our phones. Once the ticket system is there it'll help us greatly when in the field since we would only ever have to go back for parts.

Re: Mobile access

PostPosted: Thu Sep 22, 2011 3:17 am
by Tebodin
great topic!

Re: Mobile access

PostPosted: Mon Dec 12, 2011 6:53 pm
by stacyt
I came here looking for solutions to mobility. Sounds like a good start - any update on progress?

Added: If this turns into an APP please include Android.

Re: Mobile access

PostPosted: Tue Dec 20, 2011 2:31 pm
by pille
stacyt wrote:I came here looking for solutions to mobility. Sounds like a good start - any update on progress?

This is in our roadmap for 2012. We expect to work on this after the release of AN6.2 which is slated for somewhere in the beginning of second quarter.

In the meantime, please continue to contribute to this thread. As always we want to hear your thoughts.

Re: Mobile access

PostPosted: Fri Sep 14, 2012 4:41 pm
by pille
Hey all, I just wanted to update this post since we are talking about the Mobile Web Application internally right now and we love to hear your feedback about what it is you need from us.

I have already seen an early prototype of the application just this week and I can say it looks really nice so far. There is however discussion about what to include.

Give us your feedback!

Re: Mobile access

PostPosted: Thu Jan 10, 2013 12:56 pm
by pille
FYI, the Mobile Portal release is upon us. We've started a preview that's available to customers having AN6.5 and active coverage. Please see the following thread for more information - viewtopic.php?f=65&t=4898

Re: Mobile access

PostPosted: Thu May 30, 2013 4:55 pm
by pille
The Mobile Portal has been released!

Please continue providing us with feedback!