formerly Help Desk Authority 9.1.3 HDMobile iPhone App

2

Contacting Quest Software Email:

[email protected]

Mail:

Quest Software, Inc. World Headquarters 5 Polaris Way Aliso Viejo, CA 92656 USA

Web site:

www.quest.com

Refer to our Web site for regional and international office information.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

3

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software license or nondisclosure agreement. This software may be used or copied only in accordance with the terms of the applicable agreement. No part of this guide may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording for any purpose other than the purchaser’s personal use without the written permission of Quest Software, Inc. Disclaimer: The information in this document is provided in connection with Quest products. No license, express or implied, by estoppel or otherwise, to any intellectual property right is granted by this document or in connection with the sale of Quest products. EXCEPT AS SET FORTH IN QUEST'S TERMS AND CONDITIONS AS SPECIFIED IN THE LICENSE AGREEMENT FOR THIS PRODUCT, QUEST ASSUMES NO LIABILITY WHATSOEVER AND DISCLAIMS ANY EXPRESS, IMPLIED OR STATUTORY WARRANTY RELATING TO ITS PRODUCTS INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. IN NO EVENT SHALL QUEST BE LIABLE FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, PUNITIVE, SPECIAL OR INCIDENTAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, BUSINESS INTERRUPTION OR LOSS OF INFORMATION) ARISING OUT OF THE USE OR INABILITY TO USE THIS DOCUMENT, EVEN IF QUEST HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Quest makes no representations or warranties with respect to the accuracy or completeness of the contents of this document and reserves the right to make changes to specifications and product descriptions at any time without notice. Quest does not make any commitment to update the information contained in this document. If you have any questions regarding your potential use of this material, contact: Quest Software World Headquarters LEGAL Dept. 5 Polaris Way Aliso Viejo, CA 92656 email: [email protected] Refer to our Web site (www.quest.com) for regional and international office information.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

4

Table of Contents Overview ....................................................................................... 5 About this Manual .......................................................................... 6 Getting Started.............................................................................. 7 Creating an Optional HDMobile Issue Query ...................................... 7 Installing the HDMobile Web Service ................................................ 8 Set Up the iPhone to Communicate with Your Web Service ................. 8 Working with Issues ................................................................... 10 How to Add New Issues ................................................................ 10 How to Update Issue Fields ........................................................... 11 How to Resolve an Issue .............................................................. 12 Appendix A – Field Descriptions .................................................. 14 Appendix B – Command Buttons ................................................. 22 Appendix C – Query Management ................................................ 23

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

5

Overview HDMobile is an extension of Help Desk Authority that allows users to move issue tracking from the personal computer to a mobile platform. HDMobile is a powerful and innovative application, specially designed for the iPhone that allows you to carry out your issue-tracking operations on the move. It is closely integrated with Help Desk Authority. The application provides a user-friendly and easy to use interface which allows you to view assigned issues, add new issues, resolve outstanding issues and update existing issues anywhere, anytime, right from your iPhone. The issues added through the iPhone are updated in real-time to the Help Desk Authority database. Thus, a real-time connection over WiFi or Internet to the Help Desk Authority database is required. HDMobile requires valid login credentials in order to access data. The login validation is performed using Help Desk Authority credentials.

The current version of HDMobile does not support access using Active Directory login credentials. However, this feature may be integrated in a future version of HDMobile.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

6

About this Manual This manual provides both quick start and detailed instructions of HDMobile functionality. Each function or feature is described in detail and includes simple step-by step instructions to guide you through the process of issue tracking and management on your iPhone. The guide is organized to get you started using HDMobile quickly:    

Overview – the Introduction you are reading now; Getting Started – Getting Started explains the preliminary steps required to get you online quickly and painlessly; Working With Issues – Working with issues explains how to add, modify, resolve and delete Help Desk Authority issues with your iPhone; Appendices A to C – Include details such as field descriptions, command button details and query management.

This document assumes that HDMobile users are familiar with basic HDAuthority and iPhone functionality and navigation.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

7

Getting Started Getting started with HDMobile is a four-step process: 1. The default issue list displayed will be the System Default “My Open Issues” private query for the HDMobile login user credentials used. You can also create a private issue query named “iphoneissues” in Help Desk Authority to filter the issues you want to work with on your iPhone. 2. Install the HDMobile web service on your Help Desk Authority database server. 3. Enter the URL of the HDMobile web service into the Settings tab of your HDMobile application. Example: http://exampleserver.domain.local/HDiPhoneService/Service.asmx 4. Login and manage your issues.

Creating an Optional HDMobile Issue Query The web service which handles HDMobile requests uses the System Default private query as explained above. To set your own parameters for displaying issues, create a private query named “iphoneissues” for your Help Desk Authority login user credentials.. In Help Desk Authority, select Query from the toolbar to open the Query Manager window as shown below.

To create the private “iphoneissues” query: 1. Select the Private Issue Queries category 2. Click the Add Query button 3. Create the iphoneissues query and test that it returns results in the Help Desk Authority Windows client. Detailed Instructions for creating and testing Help Desk Authority queries can be found in the Help Desk Authority User Manual.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

8

If you have a very large list of issues in your Help Desk Authority database you will want to limit the number of issues you transfer to your iPhone.

Installing the HDMobile Web Service New in HDMobile 9.1 is the automatic installation of the HDMobile Web Service. Upon installing Help Desk Authority, you are given the option to install the Basic package, the Full package or a Custom package. Select the Full package to install the HDMobile Web Service. You can also select it during a Custom installation.

Set Up the iPhone to Communicate with Your Web Service Start the HDMobile application by touching the HDMobile icon. The “Login” screen will display. The first time you attempt to login, you will need to setup the HDMobile app to connect with the database on your Help Desk Authority server.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

9

1. To set up your web service, touch the Settings tab at the bottom of the HDMobile app:

2. Touch the Edit button to open the Server URL screen shown above and enter the Web Service URL in the format: http://WebServiceServerName/HDiPhoneService/Service.asmx, where WebServiceServerName is the name of your iPhone Web Service host. You can also use the IP address as in the example displayed. This is the same URL you used to test your iPhone Web Service earlier. 3. Touch the OK button to save the URL and return to the Settings tab 4. Touch the Login button to return to the Login screen. 5. Enter your Help Desk Authority user login credentials to login as described in the next section. When you open HDMobile in the future, the Web Service URL and login credentials will automatically populate. To login: 1. 2. 3. 4.

Touch the Logon Name field to display the keyboard. Enter your Help Desk Authority user name in the Logon Name field. Enter your Help Desk Authority password in the Password field. Touch the GO button. After logging in, the Issue List screen will display

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

10

Working with Issues The Issue List is the main interface of the application. The issues in the Issue List are ordered by issue number. The issue summary is displayed as the title of each issue. Through the Issue List screen one can:   

Add new issues Update existing issues Resolve issues

There are five controls on the Issue List screen: Touch this add button to display the New Issue screen. Touch the All tab button to display all issues which meet your “My Open Issues” or optional “iphoneissues” private queries. Touch the Today tab button to display all issues which are due on today’s date. Touch the Overdue tab button to display all issues which are due before today’s date. Touch the issues themselves to view the issue details or to edit an individual issue.

How to Add New Issues To add a new Issue: 1. Open the New Issue screen: Touch the button at the top-left corner of the app. 2. Enter data into the issue fields: Touch the required fields to open the modify screen for that field and enter the required data, or select using the displayed picker for that field. Detailed descriptions of each field are given in Appendix A. 3. Save the new issue to the Help Desk Authority database: Touch the will be notified of the save. Tap the OK button.

button. You

4. The issue details will be synced with the remote Help Desk Authority database. A unique issue number is assigned to the issue record by the Help Desk Authority Web Service and is returned to the iPhone. You will be returned to the Issue List.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

11

5. The newly added issue will be displayed in the Issue List according to the issue number. The issue summary becomes the title of the issue. 6. If you would like to close the New Issue screen and return to the Issue List screen without saving, select the

button.

How to Update Issue Fields Updating an existing issue is very similar to adding a new issue. To update an existing issue:

1. Select the Issue to update: Touch the issue to be updated from the list in the Issue List screen. 2. To modify an issue field: Touch the field to be updated to open the modify screen for that field and enter the required data, or select using the displayed picker for that field. A complete description of each field is given in Appendix A. 3. Save the changes to the Help Desk Authority database: Touch the button. You will be notified of the update. Touch the OK button. The issue details will be saved to the Help Desk Authority database and you will go back to the Issue List screen.

4. Go back to the Issue List without saving: If you want to return to the Issue List without saving, touch the

button. © 2013 Quest Software, Inc. ALL RIGHTS RESERVED

12

How to Resolve an Issue To resolve an issue: 1. Select the Issue to resolve: Touch the issue to be resolved in the issue list of the Issue List screen. 2. Resolve the issue: Touch the EDIT button on the “Resolution” field, and enter your Resolution text. 3. Save the change and go back to the Issue List screen: Touch the be prompted to confirm the save. Touch the OK button.

button. You will

4. If you change your mind and want to go back to the Issues List without saving, touch the button.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

13

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

14

Appendix A – Field Descriptions Field Summary

Description

Graphic

To Add or Edit the Summary Field: 1. Touch the EDIT button 2. Enter the Summary text with the keyboard

Description

To Add or Edit the Description Field: 1. Touch the EDIT button 2. Enter the Description text with the keyboard

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

15

Requester

To Add or Edit the Requester Field: 1. Touch the Requester pulldown menu. 2. Select the requester from the list

Company

To Add or Edit the Company Field: 1. Touch the Company pull down menu 2. Select the company name from the list.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

16

Location

To Add or Edit the Location Field: 1. Touch the Location pull down menu 2. Select the location from the list. Note: Only locations associated with the selected company will be displayed.

Department

To Add or Edit the Department Field: 1. Touch the Department pull down menu 2. Select the department from the list.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

17

Phone no.

To Add or Edit the Phone no. Field: 1. Touch the EDIT button 2. Enter the phone number using the keyboard

Received

The Received field is automatically generated by Help Desk Authority and not an editable field in the HDMobile app.

Status

To Add or Edit the Status Field:

1. Touch the Status pull down menu 2. Select the required status from the list.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

18

Substatus

To Add or Edit the Sub-status Field: 1. Touch the Sub-status pull down menu 2. Select the required Substatus from the list. Note: The Sub-status options displayed will depend on the Status of the Issue.

Priority

To Add or Edit the Priority Field:

1. Touch the Priority pull down menu 2. Select the required priority from the list.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

19

Type

To Add or Edit the Type Field:

1. Touch the Type pull down menu 2. Select the required Type from the list.

Category

To Add or Edit the Category Field:

1. Touch the Category pull down menu 2. Select the required category from the list.

Created By

The Created By field is automatically generated by Help Desk Authority and is not an editable field in the HDMobile app.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

20

Assigned To

To Add or Edit the Assigned To Field:

1. Touch the Assigned To pull down menu 2. Select the required user from the list.

Due Date

To Add or Edit the Due Date:

1. Touch the Due Date pull down menu 2. Select the date from the date picker wheel

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

21

Resolution

To Add or Edit the Resolution:

1. Touch the EDIT button 2. Use the keyboard to enter the resolution.

Updated By

The Updated By field is automatically generated by Help Desk Authority and is not an editable field in the HDMobile app.

Date Updated

The Date Updated field is automatically generated by Help Desk Authority and is not an editable field in the HDMobile app.

Resolved By

To Add or Edit the Resolved By Field:

1. Touch the Resolved By drop down menu 2. Select the required user from the list.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

22

Resolved Date

To Add or Edit the Resolved Date:

1. Touch the EDIT button 2. Enter the Resolved date.

Appendix B – Command Buttons Command Button

Functions Add button – Opens the New Issue Screen. Back button – Lets the application know that you want to return to the previous screen. Save button – Used to save changes you have made. Cancel button – Used to exit the current screen and return to the previous screen without saving any changes you may have made. Yes/No buttons – You may be prompted with action confirmation messages which give you the opportunity to continue or abort an action. Touch the Yes button to complete the action or the No button to abandon the action. Login button – Used to login to HDMobile. Logout button – Used to logout of HDMobile. Issues tab button – Used to view, add, and edit Issues. Settings tab button – Used to set the Web Service URL and also displays your iPhone’s current WiFi IP address. About tab button – Gives a description of the app and displays the currently installed version of HDMobile

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

23

Appendix C – Query Management You can create a private iphoneissues query to select the list of issues you want to work with in HDMobile. For example, you may want a list of all the issues assigned to you for the “AAA Acme Co” since the 1st of the year that have a status of open but you do not want any issues from the AAA Acme Co. printing department. This Appendix gives detailed instructions on how to create this or any other issue query in Help Desk Authority. When you create an issue query:    

Select the issue fields Specify the conditions each issue field must satisfy Test the Query Save the Query

First, open the Query Manager Window. Click the Query button on the toolbar. Help Desk Authority will display the Query Manager window, shown below:

The Query Manager window consists of three tabs:   

Menu – The Menu tab is where you define categories, select queries that have already been defined, and initiate all Query functions (i.e., Run, Add, Modify, Delete, and Rename). Conditions – The Conditions tab is where you define the conditions that must be satisfied when your query is run. Results – The Results tab shows the Issues that have met the conditions of your query when the query is run.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED

24

To define a new query, click on the Add Query button under the Menu tab. Help Desk Authority will take you to the Conditions tab, shown below:

On the Conditions tab you select the Issue fields you want to use from the Fields Available list. As described in the next section, you define the conditions for each field as it is selected. After all fields are selected, additional constraints are imposed by using the Not, And, Or and parenthesis buttons to the right of the Conditions box.

For complete details on creating, editing, managing and running queries, please refer to the Help Desk Authority User Manual.

© 2013 Quest Software, Inc. ALL RIGHTS RESERVED