Regarding the recent announcement on the CA Service Management Mobile App Refresh...

[Tammy Zadell]

It says:  "Also the CA SDM status transition rules are applicable to mobile app as well, for analysts working with ticket queues" -- What if our status transition rules involve custom fields or fields not included in the mobile app interface?  I've looked at the mobile app, and can't implement it because the requirements we have defined in the web interface for creating and resolving/closing tickets can't be fulfilled.

 

Thanks.

Tammy

[Anon Anon]

Plus,

 

Can anyone please provide the names of the relevant patches in the support site?

 

Is it just the

 

or are there any additional patches?

 

Thanks,

 

Tsahi

[Gordon Preston]

Hi Tsahi,

 

There is also the following fix for the REST web services interface (for 12.9)

Gordon

[Legacy User]

Hello,

 

We recognize the need for being able to choose what fields should be available for mobile app. This is a planned roadmap item which we will be making available in future refresh of the app. With those refresh the administrators will be able to specify what attributes should be made available on the mobile app, however they need to ensure that the fields that have been mandated in the transition rules are in fact specified to be available in the mobile app.

 

Here are patches for the patches for Scoreboard Query and Multi Tenancy:

 

Published Custom Scoreboard Queries Patches for SDM
	Windows	Linux	AIX	Solaris
SDM 12.9	RO71086	RO71087	RO71089	RO71088

 

 

Published Multi-tenancy Patches for SDM:
	Windows	Linux	AIX	Solaris
SDM 12.7	RO70531	RO70536	RO70614	RO71008
SDM 12.9	RO70654	RO70655	RO70657	RO70656

 

Regards,

Avneesh

[Raghu Rudraraju]

Thank you for the clarification here Avneesh.

 

Tsahi,

 

Basically apart from the published patches that (Avneesh referred us to above) were out for a little while now, the refresh is more on the native app that you can download from Google Play or Apple iTunes

 

 

_R

[Anon Anon]

I know,

 

The thing is at the moment we use the Open Space in order to add custom fields to the incident/request (it allows the addition of up to 5 fields) and  the only reason we use the Open Space is the ability to use the Mobile application.

 

With the new version of the mobile application, which allows direct integration with the SDM, without the Open Space in  the middle, it would be great to add custom fields, and will allow the customer to save at least one server (per environment).

 

Tsahi

[Tammy Zadell]

Tsahi,

 

We don't use Open Space either, and I also considered using it just for the purposes of adding fields for mobile access -- However, I was told that when you add the custom fields to Open Space, they're only visible to the customer when submitting a ticket, and aren't visible to analysts which doesn't help me much.  Our custom field is only required when the ticket is resolved/closed, along with other out-of-the-box fields that are also required to resolve/close a ticket -- (all done via status transition macros or status dependent attributes).  So in my environment, these fields need to be visible to the analysts when resolving/closing a ticket.

 

I honestly don't see how anyone could be using the mobile offering right now, since you can't make analysts complete the same information that the web interface requires.  You would have 2 very different sets of ticket data.  One that adheres to the required fields you have defined in the system, and another that is missing key information.

 

Tammy

 

[Raghu Rudraraju]

Tammy,

 

Not to diverge from the real discussion about the current app's features, there is a sample that we offer in NX_ROOT\samples\sdk\rest\mobiledemo.

 

I do realize that there's some effort involved to adapt that OOTB sample to suit the requirements, but it could be another avenue to create a custom browser based or native mobile application.

 

-R

[Tammy Zadell]

Thanks, Raghu.  Back in July of last year, I discussed the various mobile options with Support - PDA interface, the mobiledemo, and mobile enabler.  It was basically recommended to not even bother with the other options.  I did finally get the mobiledemo sample working in my test environment, using Chrome installed on the primary server just so that I could take a look at it though.  (We're not using SSL at this point, so I really don't want anyone else logging on with their credentials right now).  Is there any documentation for how to adapt the mobiledemo OOTB sample?

 

Thanks.

Tammy

[Tammy Zadell]

Ahhh. I just looked, and I think the major downfall of the mobiledemo method is that it is only for incident tickets, and not request tickets, problem tickets or change orders.  That is most likely why I never pursued that as an option.

 

Tammy

[Raghu Rudraraju]

True, the OOTB only demonstrates the incident capability. However, the Technical Reference guide in conjunction with the sample code in OOTB mobiledemo  could be replicated for other components (issues/requests/changeorders etc.,). So there's some amount of adaptation work involved there.

 

I also thank Tsahi for raising a new idea for native support for custom fields on the mobile app. You can vote for it here:  SDM Mobile Application - Add custom fields

[Tammy Zadell]

Thanks, Raghu.. Can you provide a link to the Technical Reference Guide for the mobiledemo sample?

[Raghu Rudraraju]

Tammy,

 

1. Unfortunately we do not have a separate reference guide just for mobiledemo.  REST API and sample REST calls are documented in the SDM Reference Guide.   L

 

_R

[Tammy Zadell]

Hi Raghu,

 

Sorry for all the questions, but your suggestion was to look at possibly adapting the OOTB mobiledemo sample to suit the requirements (such as adding a custom field, and making the same field requirements for resolving/closing a ticket etc).  So I was expecting that there would be settings and forms to modify to accomplish that, similar to the regular web interface. Are you saying that the only way to adapt the OOTB mobiledemo sample is to use webservices coding?  If that's the case, then I guess that option is eliminated for me, since I'm not a programmer... 

[Raghu Rudraraju]

Oh no worries at all.  I was just trying to see if there's other alternatives that we can look at.

 

You are correct. Its not a simple config changes that would let the sample do the needed work. 

 

_R

[Raghu Rudraraju]

Tammy,

Given the idea that was raised about this topic, would it be alright to suggest this thread be closed?

Thx

_R

[Tammy Zadell]

Yes, sorry.  I think we're just going to have to wait for the developers to enhance Mobile Enabler as part of their planned roadmap.  It would be nice to know though, when that might be.....

 

Tammy

[Legacy User]

Tammy,

 

This aspect is being worked upon in our engineering labs, I don't have a definate date for you right now but we will put out a notification/announcement once it's available in our mobile apps.

 

Thanks for your patience, I do belive that we will be able to address this sooner than later.

-avneesh

[Tammy Zadell]

That's great to hear, avneesh, thank you!