i-net HelpDesk Mobile

The “i-net HelpDesk Mobile” for the i-net HelpDesk is automatically included as a plug-in starting version 7.1.905. Nothing has to be installed or configured separately on the HelpDesk server.

The mobile client is available for both Android and iOS devices (iPhone, iPad, iPod touch), both available for free in the stores.

See technical requirements of the i-net HelpDesk (in German only)

What is the Server-URL for the mobile client?

You can use the standard URL that you use with the browser for the desktop version. e.g http://your-server/helpdesk

Hint: The context 'helpdesk' is the default context. Please ask your administrator if it has been changed.

Hint: If the connection fails you can check the following URL: http://ihr-server/helpdesk/scripts/client.aspx (IIS) and http://ihr-server/helpdesk/scripts/client.php (Apache). You should also check this URL in your browser. If it works correctly you will get a welcome page of the i-net HelpDesk.

Which login information to be used?

You can use the same credentials as with the desktop version. Username and password are usually part of your central user administration.

Using the switch 'Automatically connect', the mobile client will connect to the server after starting the app.

Can I test the mobile client without installing a server on my own?

The mobile client comes with a function that automatically connects to a demo HelpDesk server instance provided by us. If you want to enter the connection data manually, please use: https://www.inetsoftware.de/helpdesk as server and demo for user and password.

Hint: The demo server data is reset every day. Feel free to test as much as you like.

In addition to the connection data you can set various other options. Simply open the settings menu via:

• Button in the start page or
• Wrench in the application or
• Settings of your device.

The following requirement must be met:

• Active checkbox 'Authentication against the i-net HelpDesk database'
• Where to set? i-net Management Console on the server - node 'Connections'.

If you are not sure, you can enable this option anyway. While connecting to the server, be advised that this option was not set on the servers side.

Within the program, e.g. in the ticket overview and also in the ticket details, you will see the timing of an action or receipt of an email, etc. The option 'Relative Times' will display this information not as absolute times, as 12:45 or 10/24/11, but relative to the current time, e.g. 5 minutes ago or yesterday.

Controls the display for showing the Resources.

All resources and the information 'site / customer' are shown as a tree (similar to the resource view in the desktop client).

Disabling this option means that you will have an additional level of hierarchy to see the list of tickets. If you have a lot of resources (or 'site / customer') entries, deactivation increases clarity.

In the i-net HelpDesk the supporters will by default only see their own resources - meaning resources where this supporter has either write or read access.

Disabling this option means that you can see all the other resources that exist in the system as well. To use this option requires at least the 'read access to orders for foreign resources' option in the settings 'rights and packages' for your user (can only be set on the desktop client side).

In this category you can control the display and sorting of orders in the mobile client.

By disabling the preview option the text of the last editing will not be displayed. So you can see more tickets in the same list and get a better view.

Here you select the criteria by which the list of orders will be sorted. A change to these options will reload the list.

Affects the processing steps shown in the detailed view of your orders.

The i-net HelpDesk distinguishes between two types of the individual steps in a ticket: system and user entries.

System entries usually are steps that were triggered by the system, e.g. automatically sent notification mails.

Enabling this option will show all of these entries, otherwise only user entries will be displayed.

The view shows the resources you can access (see Settings). Also available is a search that filters the resource by name.

Hint: The filter does not search for tickets, but filters the resources in the resource view.

The list shows all tickets of a resource. Depending on sub-resources, their tickets can also be displayed. The list is by default sorted in descending order by the last change (see Settings).

The colored bar at the left represents the priority of the ticket - the stronger the red, the more important the job (depending on the priority levels defined in the desktop client).

With the search you can search this list for tickets, even if they were not loaded (the search will take place on the i-net HelpDesk server).

The details of the ticket consist of the current information (priority and status) as well as the individual processing steps. The steps are displayed in descending order of the creation time of the steps (note that some steps such as setting a due date in the future will have an early creation date than their display date, this will lead them to be lower in the list even though their display date is more recent).

By tapping a single step, you can view its details. You will then see the user who triggered the change, and the contents. The content may also contain HTML.

If you select another processing step, the currently open one closes.

If there is another supporter in this ticket, it will be displayed in a bar at the bottom.

Using the pen in the first line of the job, you can see if you have the ability and the right to modify an order. In the event that another supporter has received the write permissions on the job or you can not edit the ticket according to your setting, the Pen button is disabled.

The following actions will be displayed - all actions require at least write access to the ticket:

• 'Set unread': is offered unless the task has been processed. Use this options to show other supporters that they can take over the ticket.
• 'Reply' and 'Reply All': will be offered if an SMTP server and the corresponding sender addresses have been set (see the manual of the i-net HelpDesk) on server side.
• 'Edit': Here you can edit the ticket and take appropriate actions.
• 'Finish': will be displayed in addition to 'Edit' if
  • The option 'access to all actions is enabled in the 'rights and packages' settings of the desktop client is set for your user
  • OR the option 'action are available only to authorized users' of the action 'Finish' in the settings of the desktop client is active
  • OR if none of options is active

Answering a ticket will send an email.

The difference between the options 'Reply' and 'Reply All' consists of the pre-selection of recipients for the email. In 'Reply All' in addition the sender of each processing step that has 'Receive Email' status will be preselected.

The dialogue is similar to an e-mail dialog option for entering the sender, receiver and possibly blind recipients, change the subject line and the text to send. In addition, you can enter the time you needed for editing the task in this step - this might even be mandatory, depending on the server's configuration regarding time tracking.

Hint 1: The answer does not support text formatting. Entering at least some text may be required depending on the server's configuration.

Hint 2: When a signature is set on via desktop client (option of the text blocks), it will also appear in the mobile client.

The selection of recipients is analogous to the mail program: from a list or by entering the address. The recipients are displayed here with respect to the i-net HelpDesk server - so you have no access to your local addresses.

Since the list of recipients can be very long (depending on your license up to several thousand), this list is loaded by blocks. It may take up to several minutes to load all recipients depending on the speed of your data connection. Below the address entry you can see how many users the list contains up to date and how many have been loaded.

Hint: The list only shows the first 1000 entries.

When entering an address into the field causes a filtering on the user list, so you can quickly access customer. You can, however, enter any addresses in the box and press 'Done'.

Editing allows you to perform various actions, e.g. Resubmitting or finishing a ticket. The dialog even offers self-defined actions from the desktop clients.

Depending on the chosen action you can specify how long you needed for the current processing step - this might be mandatory depending on the server's configuration. 'Resubmitting' and 'Make Appointment' in the actions, however, need a date and time to be set (default: 7 days in the future).

Entering a text for the processing step may be required. The text box does not support formatting.

As a general rule: if the i-net HelpDesk Mobile may terminate unexpectedly, you have the opportunity to file a bug report the next time you start the app. This report will be sent anonymously and helps us to analyze and solve problems with the app.