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HP Service Manager Mobile Applications User Guide

1. User role Incident Analyst Incident Coordinator Incident Manager At times you will need to reassign incident records when an Incident Analyst is unavailable To resolve an incident follow these steps 1 Tap the incident record you want to resolve The Detail view of this record opens 2 Tap the Fill icon in the Assignee field and then select an operator from the list of names to HP Service Manager Mobile Applications 9 40 Page 9 of 37 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view 3 reassign the incident to that person Tap Save from the action bar to save the record Resolve an incident User role Incident Analyst Incident Coordinator Incident Manager To resolve an incident follow these steps 1 2 Tap the incident record you want to resolve The Detail view of this record opens Tap the arrow icon in the Status field and then tap Resolved to close the incident record Tap the Fill icon in the Closure Code field to select a closure code Type the solution in the Solution field Tap Close Incident from the action bar The status of this incident record changes to Closed Manage changes When a change request is logged the Change Analyst assesses the change request implements a plan for delivering the change and then notifies the Change Coordinator as to the impact of the change The change request is then submitted for Change Approver or Change Advisory Board CAB
2. HP Service Manager changes the Approval Status to approved and the Change Manager updates the change and passes it tothe Change Coordinator for implementation 4 To deny a change follow these steps a Tap Deny from the action bar b Type the reason you are denying the change and then tap Save Service Manager changes the Approval Status to denied and no further approvals are possible until the denial is retracted 5 To retract a change follow these steps a Tap Retract from the action bar b Type the reason you are retracting the change and then tap Save Service Manager changes the Approval Status to pending and the change request requires a new approval cycle to progress Using Service Manager Mobile Applications in self service user view The Service Manager Mobile Applications self service user view is intended for end users as an entry point to Service Desk and provides a simplified Service Desk interface for users to perform the following tasks e Search the knowledge base on the facing page e Submit a self service request on the facing page e Submit a smart request on the facing page e View opened and closed tickets on page 14 e View approve or deny pending approval requests on page 14 Page 12 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 1 Using Service Manager Mobile Applications in self service user view Search the knowledge base User role IT Operator To se
3. Page 28 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Customizing the Service Manager Mobile Applications CSS generate a CSS file with the name of sm mobile ess css LESS sm mobile ess less LESS Po Auto Compile default_ess css Options default_std less Line Comments G default_std css Debug Info Strict Math s Strict Units override_ess less LESS o Output Style override_ess css yuicompress LESS eee 4 override_std css sm mobile ess css sm mobile ess min css LESS sm mobile ess less G sm mobile ess css CSS All Styles Scripts Test generated CSS files To test the generates CSS files follow these steps 1 Browse to the lt Tomcat installation directory gt webapps lt appname gt WEB INF classes META INF directory and open app properties with a text editor 2 Change debug mode to false 3 Save and close this file 4 Restart Tomcat and test Mobile Applications for both standard mode and employee self service mode For example after overwrite the text color of login header from black to red your login screen is displayed as follow HP Service Manager Mobile Applications 9 40 Page 29 of 37 User Guide Chapter 2 Protecting communications between Mobile Applications and the Service Manager server Ap HP Service Manager A falcon fa Spanish AAA czEo gt cEqcE 0 00 6 If you customization is not correctly displayed clear
4. Retract Update and Close Update Close Approve Deny Forms for Mobile Applications sd interaction svc categorization mo bile sd interaction svc workinprogress m obile sd interaction svc review mobile sd interaction svc closure mobile sd interaction categorization mobile sd interaction closure mobile sd interaction workinprogress mobile sd interaction review mobile sd interaction subform detail mobile rm request authorization mobile rm request fullfillment subform detail mobile Note Being widely used in PD forms the Dynamic View Dependencies DVD conditions for widgets are not supported by Mobile Applications On Mobile Applications client errors may occur when you are updating a record which uses PD forms with DVD conditions The errors include blank title on the Related Records tab some invisible fields in HP Service Manager become visible on Mobile Applications client and so on HP recommends you to use customized forms on Mobile Applications client and avoid the DVD conditions Page 19 of 26 HP Service Manager Mobile Applications 9 40 User Guide Chapter B PD Change module PD Change module Atypical usage of your Mobile Applications is to approve or deny a change on the smartphone regardless of the change s category Based on the phases and workflows introduced by PD a series of chm mobile sample forms are designed for Mobile Applications to address the Emergercy Standard Normal changes and th
5. My To Do List Global List Definition Universal Search Customize List Hok Weancei ch Add save Delete O Find EF Fil More List Name Universal Search Customize List Times Updated Regen Every Expiration Y Build List on Startup List Variable 6 unisearch custliet F Guard Against Duplicates Display Variable G unisearch custList Disp List Field Display Field Filename Limiting SQL Sort By Application Server App y User Defined List F Use localized list Value List svcCartitem Display List sci The out of the box record is svcCartItem with the prefix sci When you search for sci1 the svcCartltem record with the ID of 1 is displayed in the List view Click Save and then click OK Add a view for Mobile Applications Service Manager Mobile Applications provides several out of box views to access individual and group records For example the default views of Incidents are My Group s Incidents and My Incidents As the system administrator you can create more views for one or more users to customize the default log on view For example if a group of users regularly searches on the same query you can provide them with a shared query view as their default whenever they log on to Service Manager from the Mobile Applications client To display an existing view in the Mobile Applications client follow these steps 1 2 Log on to HP Service Manager using the Windows client as a
6. Page 23 of 37 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager Follow step 1 to step 4 as described in Add a form for Mobile Applications on the previous page Click Tailoring gt Forms Designer and search for the form with the mobile suffix Click Design to open design mode Remove the fields which are not exposed to be displayed on the form The field groups will be displayed as corresponding tabs in the Detail view on Mobile Applications client Note Donot nest field groups Forusability and performance issues do not include more than ten fields in a group m If there is one field group defined on a form at a minimum the widgets which are not included in this group will not be displayed on a Mobile Applications form Specify the Label for property of every lable to match with the Name property of the widget next to it Take the IM close incident mobile form for example If the Name property of the Incident ID text box is id the Label for property of the Incident ID lable must be specified to id Before adding a field make sure the field exists in the Database Dictionary Otherwise you must firstly add this new field to the Database Dictionary See Service ManagerService Manager Help Center gt Tailoring gt Data management gt Fields and Keys tab gt Add a field to a table for detailed steps Click OK to save your customization Customize the action bar options To customize the action b
7. operations and functions Service Manager Mobile Applications Mobile Applications is using LESS to simplify CSS customization and maintenance For more information about LESS visit the LESS official website The styles of Mobile Applications web elements which can be customized are defined in default_ ess less and default_std less in the lt Tomcat installation directory gt webapps lt appname gt app resources css directory Refer to the following screenshot as an example The text color of the default login header is defined by login_header_color HP Service Manager Mobile Applications 9 40 Page 25 of 37 User Guide Chapter 2 Customizing the Service Manager Mobile Applications CSS File Edit Search View Encoding Language Settings Macro Run TextFX Plugins Window ode abl AD Cc a l gpa GAl a a H default _ess less EJ la sm mobile ess less ES E sm mobile std Jess x E default_std less E H override_std less ES Eoverid xpVrt r3J2U6k9Tto BgBcsjl19AcDWCQAAAABJRUSErkJggg login logout form starts an UN wt login header font weight bold login_header color black 9 login_ center background color EEEEEE i 10 login_footer_background color transparent The styles can be overridden by the same variables defined in override_ess less and override_std less in the lt Tomcat installation directory gt webapps lt appname gt app resources css directory To override the default value you need to
8. s approval Service Manager Mobile Applications provide the Change Management staff the ability to perform the following tasks from their smartphones Review change requests Approve or deny changes Coordinate change implementation Handle emergency change requests Assign or reassign change requests Add activity or journal entry entries Review change requests An example of a change approver s possible actions for a change record include approving or denying change requests To deny a pending change request a Change Approver may do the following Page 10 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view e Drill down into a single record e Deny the ticket e Inthe Update field type detailed notes about the denied request Users can also drill down to the details of a field within a record For example if a Change Management staff wants to add an activity or journal entry update to a change request he she nay do the following e Search for the change record e Drill down into the record s activities e Add the necessary activity update e Make any other necessary changes Set the customer visible flag for a change s activity User role All users When you want to publish the activity or journal entry details of a change for customer viewing you can set the customer visible flag in a new activity entry To set the customer v
9. List In conjunction with the Input property defines how the Display List values are identified in the database Value and Display Lists are entered using the Edit List dialog box You can enter hard coded entries for each list or you can supply a variable as the first and only entry The run time values of the variable are used to populate these lists Display Specify the values that appear in the drop down list at run time There must be a one List to one correspondence between the values for Value List and for Display List If the Display List is the only populated property the display values are written to the database Combo Select this option to make the Combo Button visible when the form opens Button Visible Note When this property is enabled the Fill Button Visible property is no longer effective Fill Button Specify a Control ID to transmit when clicked ID Fill Button Select this option to make the Fill Button visible when the form opens Visible Popup Specify the form to display Subform Format Popup Specify the database field or variable to associate with this control Subform Input Popup Select this option to enable the Popup Subform for this control Subform Enabled Group control Use this control to add a container that enables you to logically group associated items In the Windows client the Group has a rectangular border with a text label at the top Refer to the following screenshot as an exampl
10. System Administrator From the System Navigator click Favorites and Dashboards Right click the favorite that you want to edit and then select Properties The View Definition form opens Select the Mobile Accessible check box In the Audience tab update the audience which are exposed to the view and then click Save HP Service Manager Mobile Applications 9 40 Page 21 of 37 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager Tip You may need to configure the access to browse for certain views 1 From the System Navigator click System Administration gt Base System Configuration gt Miscellaneous gt View Favorites 2 Select the view and click the Audience tab 3 Select Selected Groups and update the Groups list To create a new view for the Mobile Applications client follow these steps 1 Logon to Service Manager using the Windows client as a System Administrator 2 Click System Administration gt Base System Configuration gt Miscellaneous gt Views Favorites 3 Click New The New View wizard opens 4 Select the Area to create the view in and then click Next 5 Specify the name and type for the view you wish to create and then click Next 6 Select the fields you want in your view a Click Fields b To add fields select items from the table menu and click Add to List Note If you select a field that has a link to another table select from the secondary menu to add fields you w
11. To generate CSS files manually follow these steps 1 Refer to Launching Service Manager Mobile Applications on your smartphone on page 2 and launch the Mobile Applications employee self service mode 2 Inthe Elements tab search for less mobile _s res 5 css sm mobile ess Refer to the following screenshot as an example Q Elements Network Sources Timeline Profiles Resources Audits Console lt html lang en gt W lt head id ext element 1 gt lt script type text javascript gt window __start new Date lt script gt P lt script type text javascript gt lt script gt lt meta charset utf 8 gt lt link rel stylesheet type text css href mobile s font hpfont css gt lt link rel shortcut icon apple touch icon href mobile s res 5 images lt link rel stylesheet type text css href mobile s st 2 1 resources lt link rel stylesheet less href mobile s res 5 css sm mobile ess less W lt style type text css id less mobile _s res 5 css sm mobile ess gt body font family HPSimplified_Rg Arial serif img webkit touch callout default iF loading z index 8 mobilelogo background image url data image png base64 iVBORwBKGgoAAAANSUNEUgAA lt style gt lt script src mobile s mob 5 js less 1 5 min js gt lt script gt lt title gt Login lt title gt 3 Copy the codes between lt style type text css id less mobile _s res 5 css sm mobile ess gt an
12. Typethe solution in the Solution field 6 Tap Close Interaction from the action bar The status of this interaction record changes to Closed Approve or deny a Service Catalog request User role Service Catalog approver When an order is submitted from Service Catalog HP Service Manager automatically creates an interaction that based on approval requirements may have to be approved before its fulfillment or to be denied To process a Service Catalog request follow these steps 1 Tap a request record from the My Pending Approvals view The Detail view of this record opens 2 Review the request and determine how you will process the approval request 3 To approve a Service Catalog request tap Approve from the action bar The record is now approved and disappear from the view list Note You can also approve delegated approvals from the My Pending Delegated Approvals view 4 To deny a Service Catalog request follow these steps a Tap Deny from the action bar b Type the reason you are denying the request and then tap Save The record is now denied and disappear from the view list Manage incidents When incidents are escalated from Service Desk interactions opened by support staff or reported by event monitoring tools Incident Management provides the Incident Management staff the ability to perform the following tasks from their smartphones Page 8 of 37 HP Service Manager Mobile Applications 9 40 User Guide Ch
13. Value List and Display List properties you should avoid using the following reserved characters e semicolon e tab key e newline carriage return e form feed e backspace e equal sign Caution Do not use keys Such as backspace The system cannot process their ASCII representation entries correctly which may lead to unpredictable results Note Combo box is always select only on HP Service Manager Mobile Applications Comfill control Use this control to add a combination Combo Box and Fill button Comfill has all the properties of a Combo Box plus the capability for Fill button You can select which comfill buttons to display For example to display just a Fill button set the Third Button Visible property to true by selecting the check box and set the Combo Button Visible property to false by clearing the checkbox Refer to the following screenshot as an example of the non array comfill widget with popup form enabled on a Mobile Applications form Affected Cl adv nam server mail Q g Refer to the following screenshot as an example of the array comfill widget on a Mobile Applications form Affected CI gt HP Service Manager Mobile Applications 9 40 Page 7 of 26 User Guide Appendix A Comfill control Refer to the following screenshot as an example of the array comfill widget after clicking q Service Manager g adv afr copier fin g Property Usage Name Optional Specify a unique identifier for
14. add a dynamic form that becomes visible when populated by XML from a RAD application or JavaScript The aspect and content of the dynamic form depend on the XML To place a dynamic form on a form click Dynamic Form and then click the form Be sure to put the name of the database field or variable that you want to associate with this control into the Input property Property Name Visible Read Only Input Page 16 of 26 Usage Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Select this option to make the object visible on the form Clear the check box to hide the object from view on the form In this release we does not support change user options from mobile All the contents inside the dynamic form will be read only Specify the database field or variable to associate with this control HP Service Manager Mobile Applications 9 40 User Guide Appendix A Notebook control Notebook control Use this control to subdivide the contents of a screen into logical groups or categories Notebooks provide an aesthetic way of organizing large amounts of data into small spaces Click to the right of the last tab on the notebook to open the notebook properties Click the tab and then the blank area below the tab to open the notebook tab properties To place a notebook on a form click Notebook and t
15. addition more Mobile Applications forms are designed for HP Service Manager 9 40 Codeless Refer to the following table for detail Mobile Application forms designed for PD Workflo Module w Phase Change Emergen E CAB cy Approval Standard Authorizatio nCAB Normal T CAB Approval D CAB Approval Change Authorizatio Proposal nCAB Incident Incident Categorizat ion Investigatio n Review Recovery Closure Display Option Action Trans ation Approve Deny Retract and Save Approve Deny Retract and Save Approve Deny Retract and Save Approve Deny Retract and Save Save and Close HP Service Manager Mobile Applications 9 40 Forms for Mobile Applications chm emergency approval mobile chm subform activity mobile chm standard approval mobile chm normal dcab approval mobile chm normal tcab approval mobile chm proposal tcab approval mobile im incident categorization mobile im incident investigation mobile im incident recovery mobile im incident review mobile im incident closure mobile im incident close mobile Page 18 of 26 User Guide Appendix B Mobile Application forms designed for PD continued Module Interacti on Request Workflo w Service Catalog Service Desk Request Phase Categorizat ion Work In Progress Review Closure Categorizat ion Work In Progress Review Closure Authorizatio n Display Option Action Trans ation Approve Deny
16. attachments Attachments Allowed Known issue This property is not supported in Mobile Applications HTML Viewer control Use this control to add an HTML Viewer that enables users to view the HTML created by using the HTML Editor To place an HTML Viewer on a form click HTML Viewer and then click the form Be sure to put the name of the database field or variable that you want to associate with this control into the Input property Refer to the following screenshot as an example of the HTML Viewer control widget on a Mobile Applications form Summary Updates Open v Title Operating system language is Spanish Description Summary Operating system language is Spanish Link to an interaction SD10002 Add an image Contact HP Service Manager Mobile Applications 9 40 Page 13 of 26 User Guide Appendix A Table control Property Usage Input Specify the database field or variable to associate with this control Name Optional Specify a unique identifier for the object on the screen Visible Make the object visible or invisible on the form Selecting the check box makes the object visible and clearing the check box makes it invisible Table control Use this control to add a table that displays one or more columns of data in a scrollable pane The tables you create in the Form Designer appear as a rectangular region subdivided by rows and columns The look and feel mimics tables in Microsoft Windows applicati
17. copy the variable from default_ess less paste it to override__ ess less and then specify a new value for it File Edit Search View Encoding Language Settings Macro Run TextFX Plugins Window o a El i 0 9 a H defautt_ess less Ea E sm mobile ess less E sm mobile std less a E defaukt_std less El E ovemide_stdless L3 override_ess less x AD Ciana A a a a login_header color red Note Except for override_ess less and override_std less the less files in the app resources css directory should not be modified directly because these files might be overwritten during software upgrade Test Customized LESS files To test the customized LESS files follow these steps 1 Browse to the lt Tomcat installation directory gt webapps lt appname gt WEB INF classes META INF directory and open the app properties file with a text editor Update debug false to debug true save the file and restart Tomcat Refer to Launching Service Manager Mobile Applications on your smartphone on page 2 and launch the Mobile Applications employee self service mode Check the styles are displayed as customized Refer to either Generate CSS files manually or Generate CSS files by Koala to generate CSS files according to your customized LESS files Page 26 of 37 HP Service Manager Mobile Applications 9 40 UF User Guide Chapter 2 Customizing the Service Manager Mobile Applications CSS Generate CSS files manually
18. drill into the contact information of a record and use the single click method to call or email the customer HP Service Manager Mobile Applications 9 40 Page 5 of 37 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view Common tasks in the Detail view Refer to the following content for some common user tasks in the Detail view To access the List view of a record When navigating through detailed records you can tap Back to go back to the List view e Tap the tabs at the top to display the detailed information of a record e Tap the Fill icon to update the editable fields of a record for example Status Affected Service Cl Assignee Assignment Group e Tap the bulb icon in the contact information of a record and then tap the telephone number to use the click to dial functionality The dial dialog box will open e Tap the bulb icon in the contact information of a record and then tap the email address to use the click to email functionality The email application embedded in your smartphone opens e Tap the Ellipsis icon at the top and select corresponding option in the list opened to View or clear system messages for the current user Log out of the mobile session e Tap the floating action bar to display the options that you can perform on the current record Manage user interactions After a user contact with the Service Desk is logged as an interaction User Interaction Management provi
19. the browser cache and refresh the browser window Protecting communications between Mobile Applications and the Service Manager server To protect communications between Mobile Applications and the HP Service Manager server you can perform the following tasks e Set up Secure Sockets Layer SSL on the facing page e Set up trusted sign on TSO on page 33 e Set up Lightweight Single Sign On LW SSO on page 35 Page 30 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Protecting communications between Mobile Applications and the Service Manager server Set up Secure Sockets Layer SSL HP Service Manager supports Secure Hypertext Transfer Protocol HTTPS which encrypts and decrypts message requests and responses Service Manager uses Secure Sockets Layer SSL for encryption only and relies on the server to authenticate each operator s user name and password Service Manager supports SSL for the following connections e SSLon the Service Manager server to encrypt all communications between clients and the server e SSL on the Mobile Applications client to verify the client s identity and limit server connections to these identified clients For detailed information about how to enable SSL and SSO in Service Manager refer to the HP Service Manager Help Center and the Setting up Single Sign on in Service Manager knowledge article Enable SSL on the Service Manager server Service Manager clients send
20. the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object This name is also used by the Label For property to specify the label of this widget Input Specify the database field or variable to associate with this control Read Select this option to disable editing capabilities and provide only viewing access to the Only field Mandatory Select this option so that a red asterisk indicating a required field is displayed This is a visible change only e To make the field mandatory for any form it appears on use the System Definition Utility e To make the field mandatory for a small number of forms only use Format Control Array Specify the size of the scrolling region used to view array entries A scroll bar appears Length beside the fields to allow users to view the array entries e If afield is assigned an Array Length of 5 the form stacks five fields vertically to allow users to view the five array entries e If Array Length is set to 1 the form dynamically creates as many fields as there are entries in the array e Ifthe Input data type is scalar only a single text box appears Note The screen object must be associated with an array data structure The default is 0 which means one vertical line of information appears Page 8 of 26 HP Service Manager Mobile Applications 9 40 User Guide Appendix A Group control Property Usage Value
21. will be queried to fetch the record To set up email notifications follow these steps Page 18 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager 1 Restart the Service Manager Mobile Applications server 2 Logon to the Service Manager server as a System Administrator 3 Click System Administration gt Base System Configuration gt Miscellaneous gt System Information Record 4 Select the Active Integrations tab 5 Inthe Mobility URL field type the fully qualified URL to the Service Manager server from the Mobile Applications client For example http lt servername gt lt portnumber gt lt appname gt std Where servername is the host name or IP address of the Service Manager server portnumber is the port number For example 8080 appname is the name of the deployed Service Manager Mobile Applications client WAR EAR file For example webapp 9 40 xxxx war The server stores the value of this field in the L mobility url global variable 6 Save your changes Configure the prefix of a record To configure the prefix of an incident record or a change request which already has a prefix follow these steps 1 Logon tothe HP Service Manager server as a System Administrator 2 Type g1 inthe Service Manager command line field and then press Enter 3 Type UniSearch Types inthe List Name field and then click Search 4 Verify and conf
22. 0 User Guide Appendix C Widgets do not support Dynamic View Dependencies DVD D To Do Queue My To Do List amp hotfix QCRQ1E82281_5M9 30 System Navigator Detail Data Properties 23 Combo Box BH ox 8 Cancel Property value Bnrisoocoloe bacan or os on Name Y T New Update Typ O Visible to Customer 0 New Update Width 59 Height 2 visible Y Visible Condition Caption Caption Condition Input cm activity Accessible Name Accessible Description Tab Stop 155 Read Only Oo Read Only Condition Mandatory O Mandatory Condition Array Length i Password g Maximum Chars 0 Maximum Characters Beep O Case Conversion 0 Decimals None Parse O Data Changed Event 0 Value List Condition Display List G cm activity type local Display List Condition Box Lines Select Only Y HP Service Manager Mobile Applications 9 40 Page 24 of 26 Send Documentation Feedback If you have comments about this document you can contact the documentation team by email If an email client is configured on this system click the link above and an email window opens with the following information in the subject line Feedback on User Guide Service Manager Mobile Applications 9 40 Just add your feedback to the email and click send If no email client is available copy the information above to a new message in a web mail client and send your feedback to ovdoc itsm hp com We appreci
23. 22 16 21 47 609 pdf N Size 382 6K testHashQuery_Incident Manager_20 14 07 22 16 21 57 234 txt NS Size 952 0B test jpg Q Size 138 7K Property Usage Name Optional Specify a unique identifier for the object on the screen This identifier is used by external applications such as RAD to dynamically change the properties of the object Visible Select this option to make the object visible on the form Clear the check box to hide the object from view on the form Read Only Disable the editing capability of the control Users can only view the attached documents when this option is selected To prevent users from using the Tab key to enter the control you can assign the value of 1 to the Read Only field Maximum Specify the maximum size of an attachment in bytes Attachment Size Note Size limits defined in the Maximum Attachment Size field in a user s operator record override the size limit specified in the Company record A non zero value overrides any values specified in the Company or Operator record Page 12 of 26 HP Service Manager Mobile Applications 9 40 User Guide Appendix A HTML Viewer control Property Usage Total Specify the maximum amount of memory in bytes that all attachments in a form can Attachment use The total size of all attachments must be lower than this threshold or the form no Size longer accepts additional attachments Maximum Select whether you want to allow one or any number of
24. Guide Appendix A Check box control Check box control Use this control to add a check box that displays and enables users to update the contents of a Boolean logical field which can evaluate to true false unknown or null Refer to the following screenshot as an example of the check box control widget on a Mobile Applications form Cl is operational no outage Y Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Caption Specify a text caption for the object Input Specify the database field or variable to associate with this control Read Select this option to disable editing capabilities and provide only viewing access to the Only field Give read only fields a tab stop value of 1 to prevent users from tabbing into them Attachments control Use this control to add a box into which users can place non Service Manager documents For example from Microsoft Word or Microsoft Excel To place an attachment container on a form click Attachments and then click the form Refer to the following screenshot as an example of the Attachments control widget on a Mobile Applications form HP Service Manager Mobile Applications 9 40 Page 11 of 26 User Guide Appendix A Attachments control Summary Updates Attachments Attachment QuickTips_Incident Manager_2014 07
25. HP Service Manager Mobile Applications Software Version 9 40 For the supported Windows and Linux operating systems User Guide Document Release Date December 2014 Software Release Date December 2014 User Guide Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services Nothing herein should be construed as constituting an additional warranty HP shall not be liable for technical or editorial errors or omissions contained herein The information contained herein is subject to change without notice Restricted Rights Legend Confidential computer software Valid license from HP required for possession use or copying Consistent with FAR 12 211 and 12 212 Commercial Computer Software Computer Software Documentation and Technical Data for Commercial Items are licensed to the U S Government under vendor s standard commercial license Copyright Notice O Copyright 1994 2014 Hewlett Packard Development Company L P Trademark Notices Adobe is a trademark of Adobe Systems Incorporated Microsoft and Windows are U S registered trademarks of Microsoft Corporation Oracle and Java are registered trademarks of Oracle and or its affiliates UNIXO is a registered trademark of The Open Group Linux is the registered trademark of Linus Torvalds in the U S and other countries For a complete list of open source and th
26. Mobile Applications 9 40 User Guide Chapter 2 Protecting communications between Mobile Applications and the Service Manager server Set up SSL between the smartphone browser and Mobile Applications You can set up SSL to allow smartphone browsers and web servers to communicate over a secure connection The data being sent is encrypted by one side and decrypted by the other side before processing This is atwo way process meaning that both the server and the browser encrypt all traffic before sending out the data After SSL is set up on the web servers browsers which support secure flag only send cookies with the secure flag when the request is going to an HTTPS page that is the browser does not send a cookie with the secure flag set over an unencrypted HTTP request You need to set up only on the web server or web application server where the Mobile Applications client is deployed No additional SSL configuration is needed for the Mobile Applications client Set up SSL on you web server For details refer to the documentation of your web server Set up SSL on Tomcat 7 Configuring Tomcat to use SSL is only necessary when Tomcat is run as a stand alone web server When Tomcat is primarily run as a Servlet JSP container behind another web server such as Apache or Microsoft IIS it is necessary to configure the primary web server to handle the SSL connections from users Typically this server negotiates all SSL related functionality and
27. a valued support customer you can benefit by using the support web site to Search for knowledge documents of interest e Submit and track support cases and enhancement requests Download software patches Manage support contracts e Look up HP support contacts Review information about available services Enter into discussions with other software customers Research and register for software training Most of the support areas require that you register as an HP Passport user and sign in Many also require a support contract To register for an HP Passport ID go to http h20229 www2 hp com passport registration html HP Service Manager Mobile Applications 9 40 Page 2 of 6 User Guide To find more information about access levels go to http h20230 www2 hp com new_access_levels jsp HP Software Solutions Now accesses the HPSW Solution and Integration Portal Web site This site enables you to explore HP Product Solutions to meet your business needs includes a full list of Integrations between HP Products as well as a listing of ITIL Processes The URL for this Web site is http h20230 www2 hp com sc solutions index jsp HP Service Manager Mobile Applications 9 40 Page 3 of 6 User Guide Contents Getting started with HP Service Manager Mobile Applications 1 Preparing to launch Service Manager Mobile Applications on your smartphone 1 Launching Service Manager Mobile Applic
28. ager using the Windows client as a System Administrator Select the area in the Queue field as you defined in step 4 of To create a new view for the Mobile Applications client follow these steps on the previous page Select the view you created in the View field Open a record and check which form is used by the record Click Tailoring gt Forms Designer and search for the form Click More Actions gt Copy Rename to copy the form with a mobile suffix For example you can copy IM close incident to IM close incident mobile Note The form used by a record may vary with different status or phases of that record You need to add a form for each status or phase respectively For example the form associates with an Incident can be either IM close incident or IM update incident If you have made any omissions the Mobile Applications client will automatically synchronize data with the original form in the Service Manager database after you logged on to the system Customize the fields on Mobile Applications form For a better appearance of a record s Detail view on the screen of your smartphone you may need to add rearrange or remove the fields on a Mobile Applications form For detailed information about the widgets on HP Service Manager Mobile Applications forms see Mobile Applications Form Widgets on page 1 To customize the fields on a Mobile Applications form follow these steps HP Service Manager Mobile Applications 9 40
29. ange request opens in the Detail view Note m When using the search function make sure the prefix of the incident record or change request aligns with those in your Service Manager environment For example C is the prefix for a change request For more information about how to configure the prefix of an incident record or a change request see Configure the prefix of a record on page 19 Service Manager Mobile Applications supports wildcards in the Search field If you type IM1000 and then tap Enter the multiple search results will be displayed as a list of Incident records e Tap the Ellipsis icon at the top and select corresponding option in the list opened to View or clear system messages for the current user Log out of the mobile session e Tap the floating action bar and select corresponding option in the list opened to Refresh the current page Sort the records in the List View Detail view The Detail record view enables you to view or update the details of a record In the Detail view you can perform the following tasks e Browse the summary information and the updates of a record e Update the editable fields of a record for example Description Status Affected Service Cl e Reassign a record update the Assignee and Assignment Group e Use the click to dial functionality and the click to email functionality For example if a field engineer wants to notify a customer that he is going to stop by he can
30. ant in the view 7 Select properties for Group By Sort By Filter and Autoformat as desired 8 Click Finish 9 Select the Mobile Accessible check box 10 Inthe Audience tab select an audience for the view and then click Save 11 Open the To Do Queue select the area in the Queue field as you defined in step 4 and check which form is used by the new view 12 Open Form Designer and search for the form 13 Click More Actions gt Copy Rename to copy the form with a mobile suffix Note When copying the forms do not omit the g suffix which is used by some forms For example you can copy sc manage cmr g to sc manage cmr g mobile Page 22 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager To remove a view from the Mobile Applications client follow these steps 1 Follow step 1 to step 3 as described in To display an existing view in the Mobile Applications client follow these steps In the Audience tab update the audience which are to be excluded from the view or you can clear the Mobile Accessible check box to remove the view from Mobile Applications Click Save Add a form for Mobile Applications After you added a new view which enables you to navigate through lists of records you need to add forms for these records in the List view To add a form for the Mobile Applications follow these steps 1 2 Log on to HP Service Man
31. apter 1 Using Service Manager Mobile Applications in power user view e Browse and review incidents e Assign or reassign an incident e Investigate incidents e Update incidents For example a field engineer can add an activity or journal entry update to an incident record and set the customer visible flag to make the update available for customer viewing on the customer support portal e Resolve or close a ticket When a field engineer attempts to resolve or close an incident HP Service Manager determines the business logic and displays Resolve or Close accordingly Set the customer visible flag for an incident s activity User role IT Operator When you want to publish the activity or journal entry details of an incident for customer viewing you can set the customer visible flag in a new activity entry To set the customer visible flag in a new activity or journal entry entry follow these steps 1 Tap the incident record you want to resolve The Detail view of this record opens 2 Tap the Updates tab 3 Inthe New Update Type field scroll up or down to select a type and then tap Done 4 Tap to highlight the check mark in the Visible to Customer field 5 Inthe New Update field add the details for the new activity or journal entry 6 Tap Save from the action bar to save the record The details of the new activity entry will become available for customer viewing on your customer support portal Reassign an incident
32. ar options on the Mobile Applications client follow these steps 1 2 Log on to HP Service Manager using the Windows client as a System Administrator Select the area in the Queue field as you defined in step 4 of To create a new view for the Mobile Applications client follow these steps on page 22 Open a record and check which display screen is used by the record For example cm view display From the System Navigator click Tailoring gt Tailoring Tools gt Display Screens and search for the display screen Click Show in Mobility Page 24 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Customizing the Service Manager Mobile Applications CSS 6 Select the area in the File Name field 7 Select Mobile in the Client Type field and then click Search IDs of the action bar options are displayed in the Button Ids field 8 Refer to the option IDs and the actions listed in the Options tab add or remove the IDs 9 Click Save to save your customization Customizing the Service Manager Mobile Applications CSS To customize the HP Service Manager Mobile Applications CSS perform the following tasks 1 Update LESS files below 2 Test Customized LESS files on the next page 3 Generate CSS files manually on page 27 4 Generate CSS files by Koala on page 28 5 Test generated CSS files on page 29 Update LESS files LESS extends CSS with dynamic behavior such as variables mixins
33. arch the knowledge base for your questions follow these steps 1 Type your issue and tap the magnifier icon to search the knowledge base 2 Tap the result record and view the knowledge article You can tap Cancel on the bottom to return to the search results 3 If you like an knowledge article tap 4 To add feedback to the knowledge article tap Add Feedback Submit a self service request User role IT Operator If you cannot find the knowledge article to address your issue you can also submit a self service request To submit a self service request follow these steps 1 Tap Open Ticket on the bottom of the screen You can also tap the menu icon and then tap Submit a Request in the menu 2 Type the required information for a support ticket including title description and urgency 3 Tap to attach a file as necessary The supported file types including images jpg png tiff and bmp and PDF Note Attachment is not supported on BlackBerry 6 x 7 0 and 7 1 devices 4 Tap Submit to submit the request Submit a smart request User role IT Operator If you have installed and enabled HP Service Manager Smart Analytics Submit a Smart Request is automatically added to leverage the power of the Smart Ticket feature You can tap Submit a Smart Request to open a new simplified request form that only requires description or attachment to submit a request which simplifies the process of submitt
34. ate your feedback HP Service Manager Mobile Applications 9 40 Page 25 of 26
35. ations on your smartphone 2 Using Service Manager Mobile Applications in power user view 2 222 2 2222200222 3 Understand the views within Service Manager Mobile Applications 2 3 RES AAA A yq 4 Common tasks in the List View oocccccccccccccccccccccccccccccccccccccccccccccccco 4 Detail VIEW ooo lides titan is 5 Common tasks in the Detail view 0000 000 cece cece cece eeeeeeee 6 Manage user interactions _ 2 222220 020 6 Update an open interaction 0 00000 e eee e ee eeeeeeeeees 6 Approve or deny an interaction 2 0000 2222 c ccc e cece cee cccecececeeeeeees 7 Close an interaction 0 00000 c cece cece cece cece e cece ee eeeeeeeeeeeeeeeeeees 7 Approve or deny a Service Catalog request 00 cece cceccccccccceceeeeeeeeeeeeeeees 8 Manage incidents 2 2 2 2 22 c eee e cece cece cece cece cece cceeeeceeeeeeeeees 8 Set the customer visible flag for an incident s activity oooccccccccccccccccccccccco 9 Reassign an incident 1 2 0 2 2 222 cece eee cece cece cece eee e cece cee cece cece ce ceeeeeeeeeees 9 Resolve an incident 0000 00000 o coe e cece cece eeeeeeeeeeeeeees 10 Manage changes 2 222222 10 Set the customer visible flag fora change s activity 00 00 2c cece ee cece eee eee 11 Approve deny or retract a change o oooooooococccccccocccccccnnnncnccccnnnnnnnnccnnnncoo 11 U
36. class name in the JCEProviderClassName parameter Note that both parameter values are case sensitive 4 Save the file and add the updated file back to the WEB INF directory of the webapp 9 40 xxxx war archive Install Service Manager Mobile Applications The Service Manager Mobile Applications contains a J2EE compliant web application that runs on your web application server Each web application server has its own method of deploying web applications See your web application server documentation for specific instructions on deploying a web application Note For the specific versions of the Apache Tomcat web application server that are currently supported by the Service Manager Mobile Applications client refer to the Service Manager compatibility matrix at HP Support matrices The following table provides a summary of deployment methods required HP Service Manager Mobile Applications 9 40 Page 17 of 37 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager Web application server Deployment method Apache Tomcat Copy the webapp 9 40 xxxx war file to the lt Tomcat gt webapps folder and start the web application server Note e If you are working with Service Manager 9 32 or later 9 3x version and are planning to upgrade both platform and applications to version 9 40 the Mobile Applications will be upgraded to the latest version which supports both power user view and self service user view e If you are worki
37. cnonins 25 HP Service Manager Mobile Applications 9 40 Page 6 of 6 Chapter 1 Getting started with HP Service Manager Mobile Applications The field engineers are typically tasked to work with business users at a customer site and they spend most of their time away from the office to resolve tickets When Change Approvers are away from the office they need a way to quickly approve or deny changes so that pending work orders can be assigned Service Manager Mobile Applications connect your company s people and information by providing your team access to the Change Management Incident Management and Service Desk applications through the use of smartphones When these IT operators are away from the office they can receive and view work assignments and perform the tasks below by using the Mobile Applications e Approve and deny change requests e Approve and deny interaction e Reassign incidents changes to the proper support group e Search the knowledge base e Open a support ticket e Continue working on site with customers These quick responses improve business metrics as service level objectives are met This chapter includes e Preparing to launch Service Manager Mobile Applications on your smartphone below e Launching Service Manager Mobile Applications on your smartphone on the next page e Using Service Manager Mobile Applications in power user view on page 3 e Using Service Manager Mobile Applications in self se
38. d lt style gt 4 Browse to the lt Tomcat installation directory gt webapps lt appname gt app resources css directory replace the content of sm mobile ess css with the codes copied in the previous step 5 Save the CSS file 6 Type http s lt hostname gt lt port gt lt appname gt std in the Chrome address bar and then press Enter to launch the Mobile Applications standard mode HP Service Manager Mobile Applications 9 40 Page 27 of 37 User Guide Chapter 2 Customizing the Service Manager Mobile Applications CSS 7 Inthe Elements tab search for less mobile _s res 5 css sm mobile std 8 Continue to follow step 3 through step 5 to update the CSS file in the standard mode Generate CSS files by Koala To generate CSS files by Koala follow these steps 1 Download Koala from http koala app com and install this software on your computer 2 Browse to the lt Tomcat installation directory gt webapps lt appname gt app resources css directory and add the LESS folder to Koala by either drag and drop or click the button in Koala UI default_ess less LESS G default_ess css LESS PEA LESS See ae LESS override_std less G override_std css sm mobile ess css Gs obile ess min css Liss eee eres All Styles Scripts Tmpl JS css 3 After overwrite the variables in override_ess less use Koala to generate the CSS file Click sm mobile ess less a panel will be displayed on the right Click the Compile button to
39. d the Service Manager server When you enable trusted sign on TSO Mobile Applications will used the username of the user represented by the Principal to bypass the HP Service Manager log on screen and then enter the application directly Enable TSO on the Service Manager server In the sm ini file add the following parameter trustedsignon 1 For detailed information refer to Setting up Single Sign on in Service Manager Enable TSO on the Mobile Applications client To enable TSO on the Mobile Applications client follow these steps 1 2 Open webapp 9 40 xxxx war in an archive management program Extract the web properties file from the WEB INF directory to your local system and then open this file in a text editor Locate the isCustomAuthenticationUsed script and set the value to false Set false to enable Trusted Sign on isCustomAuthenticationUsed false Save the file and add the updated file back to the WEB INF directory of the webapp 9 40 xxxx war archive Extract the security xml file from the WEB INF spring directory to your local system and then open this file in a text editor Locate the following scripts lt lt security custom filter ref preAuthenticationFilter after SECURITY_ CONTEXT_FILTER gt lt security custom filter ref lwSsoFilter before BASIC_AUTH_FILTER gt lt security custom filter ref springSecurity2lwssoIntegrationFilter position LAST gt gt Uncomment the fir
40. dense ee es 3 PER A cca ut PU So SO ota es eS 4 ComboBox contiol coco a lid ada 5 Gomtill Control cuca secre ata NE 6 T el ULA Soe Go ENS 7 Er AAA A Sk han tat L sa a Me ah I be da teat oat 8 9h taal 9 Button Control 220s ty duct a O St lak ened A Pee see ek E e 10 Check ds q o PAR dee tuck tnte dob atele a dents duel ta de oll lldale LA RATAN 11 Attachments control 2 222 202 0200 eee 11 HIME Miewer Control s 22 22 aeasnics and se e bos yes Soni td os 13 Table CONTA cite nh Dt Sel A PUR a Sit eee 14 Rable columm Control necee acotada Be pia ddd oh Lees 15 SUOMI COMO Nate yale tke Nt ater hh eee yt el eS tet heats 16 Dynamic Form control 1 232 ccseiie bce stots asociada iba cea d dees a S aE aSa 16 Notebook control os 17 HP Service Manager Mobile Applications 9 40 Page 5 of 6 User Guide Notebook tab Control 2 2 0 0 eee cece cece ccccccceccccccccececcccccccececccceceeteeeccceeeeeeeeceee 17 Mobile Applications for HP Service Manager Process Designer 18 PD Change module 0 0000 o coco ccc ccc ccc cece ee eee cece cece eeeeeeeeeeeeeeeeeeeeeeeeees 20 PD Incident module lt cccscesureduea AI trat 20 PD InteractionimGdule teense ke sc ee en Akh detona e do dal da dect 20 TOMES ae a e peto do ra ka Ls 22 Widgets do not support Dynamic View Dependencies DVD 2200 22 eee eeee ee eee 22 Send Documentation Feedback ooooocccccccccccccoccccononccnoncoconcnconcnc
41. des the Service Desk Agents the ability to perform the following tasks from their smartphones e Browse and review interactions e Approve deny or close an interaction e Update interactions For example a field engineer can update the details and add an activity or journal entry update to an interaction record e Approve or deny a Service Catalog request Update an open interaction User role Service Desk Agent To update an open Service Desk interaction follow these steps Page 6 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view 1 Tap the Service Desk interaction record you want to update The Detail view of this record opens 2 Inthe Interaction Details tab update the request details as needed 3 Tap the Updates tab 4 Inthe New Update Type field scroll up or down to select a type and then tap Done 5 Inthe New Update field add the details for the new activity or journal entry 6 Tap Save from the action bar to save the record The details of the new activity entry will become available for customer viewing on your customer support portal Approve or deny an interaction User role Service Desk Agent When an order is submitted from Service Desk Service Manager automatically creates an interaction that based on approval requirements may have to be approved before its fulfillment or to be denied To process an interact
42. dministrator The Login page opens On the Login page type your user name and password The user name is auto filled in the login screen the next time you log in Tap the Language field and scroll down to select your preferred language from the list and then tap Done The language defaults to your settings on Service Manager Note a Service Manager 9 40 Mobile Applications does not support right to left displayed languages such as Arabic and Hebrew Available languages are retrieved from the Service Manager server Only when your Service Manager server has a language pack installed the corresponding language appears in the language selection list Page 2 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view f you clear your browser cookies from the smartphone you need to type your user name and select the preferred language again the next time you log in 4 Tap Login to log on to Mobile Applications Note Service Manager Mobile Applications supports multi tenancy mode Using Service Manager Mobile Applications in power user view The Service Manager Mobile Applications power user view is intended for Service Desk technicians managers and provides various views for the following tasks e Understand the views within Service Manager Mobile Applications below e Manage user interactions on page 6 e Manage incidents on page 8 e Mana
43. e Change Proposals For Normal or Standard changes or Emergency changes in a phase other than E CAB Approval you need to define your own forms Otherwise the original PD forms will be exposed on Mobile Applications client You need to move the created Emergency change to the E CAB Approval phase in HP Service Manager before utilizing them on Mobile Applications client For any Emergency change in the E CAB Approval phase Mobile Applications client displays Change Main Updates and Approval groups as corresponding tabs in the Detail view You are able to approve deny and update a change in this phase In addition you are also able to search for any approved or denied change by using global search and then retract the change PD Incident module For a newly created incident in the Categorization phase Incident Details Categorization and Assignment Major 8 Escalation Activities Proposed Solution and Related Records groups are displayed as corresponding tabs in the Detail view on Mobile Applications client You are able to update the incident in this phase Change the incident s status to Work in Progress the incident moves to the Investigation phase You are able to update the incident in this phase After updating the proposed solutions and save the record the incident moves to the Recovery phase You are able to update and close the incident in this phase After changing the incident s status to Resolved the incident moves to the Re
44. e cece e cece ccceeeececceceees 21 Add a form for Mobile Applications 2 2 00 0 2222 2 c cece eee ec ccccceeeccccccccceeeeeees 23 Customize the fields on Mobile Applications form 22222222eeeceeeeeeeeeeees 23 Customize the action bar options 22 2 222 cece cece cece cece cece ccceeeeccececeeeees 24 Customizing the Service Manager Mobile Applications CSS 2 2 2 2 cece cece e eee eee ees 25 Update LESSTIES sce ola ne Ia dE 25 Test Customized LESS files a tit Ea a dictada dea S ta ania 26 Generate CSS files manually oooococccccccccccccccccococooco ccoo coco cccccc cnc 27 Generate CSS files by Koala _ 2 22 0 20000 ee 28 Test generated CSS files 0 20 side coed 8 2S sooo doe obo bo el BA shoo oe eos es 29 Protecting communications between Mobile Applications and the Service Manager server 30 Set up Secure Sockets Layer SSL 2 0 0 0 cc cece cece ccc eee eee e ence ceeneeeeneeeeeneees 31 Set up SSL between the smartphone browser and Mobile Applications 33 Set up trusted sign on TSO 1 2 00 222 c cece eee ccc ccc ccc ccc ccc cece eee e cnc cnn cnn 33 Set up Lightweight Single Sign On LW SSO 00 000 2 c ccc eee e cece eeeeeeeee 35 Mobile Applications Form Widgets 0 0 00 0202 c ccc cece cee eececeecececcececeececeee 1 Label control aet a uh GAPS a wey o bibi 1 SR 562 nace Be ale he O ON 2 Text area Comtrol 2 ooo a ee eee eee ee ee eee dd
45. e of the group control widget on a Mobile Applications form Summary Updates Incident ID HP Service Manager Mobile Applications 9 40 Page 9 of 26 User Guide Appendix A Button control Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Caption Required Specify a text caption for the object Note e Donot nest field groups e For usability and performance issues do not include more than ten fields in a group e If there is one field group defined on a form at a minimum the widgets which are not included in this group will not be displayed on a Mobile Applications form Button control Use this control to add an input field that displays and enables users to update the contents of a numeric field and offers spinner buttons to increase or decrease a value Refer to the following screenshot as an example of the button control widget on a Mobile Applications form Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Caption Specify a text caption for the object Button Specify a numeric identification that specifies a Control ID to transmit when clicked ID Page 10 of 26 HP Service Manager Mobile Applications 9 40 User
46. ending approval requests follow these steps 1 Tap the menuicon and then tap Pending Approval to view your pending approvals 2 Tap one record and then tap View Approve or Deny 3 If there are more than 10 pending approvals tap the More button to view the records on the next page Page 14 of 37 HP Service Manager Mobile Applications 9 40 Chapter 2 System administration This chapter provides details about how to install implement and tailor Service Manager Mobile Applications to support your business processes This chapter includes e Installing Service Manager Mobile Applications below Tailoring Mobile Applications in Service Manager on page 18 Customizing the Service Manager Mobile Applications CSS on page 25 Protecting communications between Mobile Applications and the Service Manager server on page 30 Installing Service Manager Mobile Applications This section provides details about how to install Service Manager Mobile Applications to support your business processes This section includes e Before you start below e Install Service Manager Mobile Applications on the next page Before you start As the System Administrator you must e Have already installed HP Service Manager 9 32 or later on a web accessible location For installation information see the HP Service Manager Interactive Installation Guide and the HP Service Manager 9 40 Release Notes Note For the Mobile Applications client
47. from tabbing into them Select this option so that a red asterisk indicating a required field is displayed This is a visible change only e To make the field mandatory for any form it appears on use the System Definition Utility e To make the field mandatory for a small number of forms only use Format Control In conjunction with the Input property defines how the Display List values are identified in the database Value and Display Lists are entered using the Edit List dialog box You can enter hard coded entries for each list or you can supply a variable as the first and only entry The run time values of the variable are used to populate these lists Note When defining Value List and Display List properties you should avoid using the following reserved characters e semicolon e tab key e newline carriage return e form feed e backspace e equal sign Caution Do not use keys Such as backspace The system cannot process their ASCII representation entries correctly which may lead to unpredictable results HP Service Manager Mobile Applications 9 40 User Guide Appendix A Comfill control Property Usage Display Specify the values that appear in the drop down list at run time There must be a one List to one correspondence between the values for Value List and for Display List If the Display List is the only populated property the display values are written to the database Note When defining
48. ge changes on page 10 Understand the views within Service Manager Mobile Applications After you logged in to Service Manager Mobile Applications the default view is displayed depending on your user role Service Manager Mobile Applications provides the following default views to access individual and group assignments and enables you to address any critical and pending issues that need immediate attention If you are a Change Approver you will also see change requests waiting for your approval Service Manager Mobile Applications Default Modules and Views Module View Incident e Assigned to Me e Assigned to My Groups Change e Awaiting My Approval e Assigned to My Groups HP Service Manager Mobile Applications 9 40 Page 3 of 37 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view Service Manager Mobile Applications Default Modules and Views continued Module View Interaction e All My Interactions e Awaiting Approval Approval e My Pending Approvals e My Pending Delegated Approvals 1As of version 9 40 Mobile Applications provides additional approvals for time periods and requests for Service Manager Codeless List view Being the default home page after you log on to Service Manager Mobile Applications the List view enables you to navigate through lists of Incidents and Change requests In the List view you can perform the following tasks e Switch between different modules I
49. hen click the form Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Visible Select this option to make the object visible on the form Clear the check box to hide the object from view on the form Notebook tab control Use this control to add a tab to an existing notebook Navigate to each page of the notebook by selecting its tab Click to the right of the last tab on the notebook to open the notebook s properties Click the notebook tab and then the blank area below the tab to open the notebook tab s properties Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Caption Required Specify a text caption for the object Visible Select this option to make the object visible on the form Clear the check box to hide the object from view on the form HP Service Manager Mobile Applications 9 40 Page 17 of 26 Appendix B Mobile Applications for HP Service Manager Process Designer As of HP Service Manager 9 32 multiple Mobile Applications forms are designed for Process Designer PD Content Pack 9 30 3 because this Content Pack provides different Change Incident and Interaction logic comparing with HP Service Manager out of box data In
50. igure the values in the Value List field and the Display List field Refer to the following screenshot as an example HP Service Manager Mobile Applications 9 40 Page 19 of 37 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager To Do Queue My To Do List Global List Definition UniSearch Types Box cancel th Add E save Delete Q Find EF Fil More Y Build List on Startup List Variable G unisearch types Fd Guard Against Duplicates Display Variable G unisearch types disp List Field Display Field Filename Limiting SQL Sort By Application Server App 7 User Defined List F Use localized list Value List fincidents cm3r probsummary Display List SD C IM 5 Click Save and then click OK To configure the prefix of an incident record or a change request which does not have a prefix follow these steps 1 Logon to the Service Manager server as a System Administrator 2 Type g1 inthe Service Manager command line field and then press Enter 3 TypeUniversal Search Customize List in the List Name field and then click Search 4 Add customized record type to the Value List field and then add the corresponding prefix to the Display List Refer to the following screenshot as an example Page 20 of 37 HP Service Manager Mobile Applications 9 40 5 User Guide Chapter 2 Tailoring Mobile Applications in Service Manager To Do Queue
51. in webapp 9 40 xxxx war follow these steps 1 2 Open webapp 9 40 xxxx war in an archive management program Extract the web properties file from the WEB INF directory to your local system and then open this file in a text editor Set the Service Manager server and port parameters as follow to add your server connection information Page 16 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Installing Service Manager Mobile Applications Required parameters for Service Manager Mobile Applications client connection Parameter Default value Description endpoint http localhost 13080 SM ui Change localhost 13080 to your Service Manager server host name and port number resourceRoot None This parameter is commented out by default You need to update this value only when the js image files and the css files are stored on another server For example if you moved the static files to another Apache server change this value to resourceRoot http lt host name of another Apache server gt 8080 mobile statics Tip Optionally you can also define the number of records that appear in every page of the List View by configuring the value in the recordlistcount parameter To support the FIPS Federal Information Processing Standards mode for Service Manager 9 32 and later versions you need to specify the JCE provider name in the JCEProviderName parameter and then specify the the JCE provider
52. ing the ESS support requests To submit a smart request follow these steps HP Service Manager Mobile Applications 9 40 Page 13 of 37 User Guide Chapter 1 Using Service Manager Mobile Applications in self service user view 1 Tap Open Ticket on the bottom of the screen You can also tap the menu icon and then tap Submit a Smart Request in the menu 2 Tap to attach an image file For example a screenshot of the error message 3 Optional Type the comment for your request 4 Tap Submit to submit the request Service Manager Smart Analytics will analyze your attached image file fill in the necessary information automatically and then generate the interaction directly Note Submit a Smart Request is visible to self service users only when Service Manager Smart Analytics is enabled However this option is visible to the administrator no matter Smart Analytics is enabled or not View opened and closed tickets User role IT Operator To view your opened and closed tickets follow these steps 1 Tap My Closed Ticket or My Opened Ticket to view your submitted tickets 2 Tap the record to view the content of a ticket 3 You can update close or resubmit the ticket by tap the buttons on the bottom of the screen View approve or deny pending approval requests User role IT Operator Users with the self service Approval menu is allowed to view approve or deny pending approval requests To view approve or deny p
53. ion follow these steps 1 Tap a Service Desk interaction record from the Awaiting Approvals view The Detail view of this record opens 2 Review the Service Desk interaction and determine how you will process the approval interaction 3 To approve an Service Desk interaction tap Approve from the Ellipsis icon options The record is now approved and disappear from the view list 4 To deny an Service Desk interaction follow these steps a Tap Deny from the action bar b Type the reason you are denying the request and then tap Save The record is now denied and disappears from the view list Close an interaction User role Service Desk Agent You can close an existing Service Desk interaction if the user accepts the proposed solution If you or the user disagree with the proposed solution you need to resubmit the related incident for further investigation To close an existing Service Desk interaction follow these steps HP Service Manager Mobile Applications 9 40 Page 7 of 37 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view 1 Tap the Service Desk interaction record you want to close The Detail view of this record opens 2 Tap the Fill icon in the Contact field to determine which user will be notified of the solution 3 If necessary update the Notify By field to determine how the user will be notified 4 Tap on the Fill icon in the Closure Code field to select a closure code 5
54. ird party acknowledgements visit the HP Software Support Online web site and search for the product manual called HP Service Manager Open Source and Third Party License Agreements Documentation Updates The title page of this document contains the following identifying information e Software Version number which indicates the software version Document Release Date which changes each time the document is updated e Software Release Date which indicates the release date of this version of the software To check for recent updates or to verify that you are using the most recent edition of a document go to http h20230 www2 hp com selfsolve manuals This site requires that you register for an HP Passport and sign in To register for an HP Passport ID go to http h20229 www2 hp com passport registration html Or click the New users please register link on the HP Passport login page You will also receive updated or new editions if you subscribe to the appropriate product support service Contact your HP sales representative for details Support Visit the HP Software Support Online web site at http www hp com go hpsoftwaresupport This web site provides contact information and details about the products services and support that HP Software offers HP Software online support provides customer self solve capabilities It provides a fast and efficient way to access interactive technical support tools needed to manage your business As
55. isible flag in a new activity or journal entry entry follow these steps 1 Tap the change record you want to resolve The Detail view of this record opens 2 Tap the Activities tab 3 Inthe New Update Type field scroll up or down to select a type and then tap Done 4 Tap to highlight the check mark for the Visible to Customer field 5 Inthe New Update field add the details for the new activity or journal entry 6 Tap Save from the action bar to save the record The details of the new activity entry will become available for customer viewing on your customer support portal Approve deny or retract a change User role Change Approver You can approve or deny a change that is pending approval only if you are a member of the necessary approval group and you are assigned the appropriate Change Management user profile You can also retract a change that has been previously approved or denied if you are unwilling to commit resources or know of technical incidents that affect the request To process a change approval request follow these steps HP Service Manager Mobile Applications 9 40 Page 11 of 37 User Guide Chapter 1 Using Service Manager Mobile Applications in self service user view 1 Tap a change record from the Awaiting My Approval view The Detail view of this record opens 2 Review the change information and determine how you will process the approval request 3 To approve a change tap Approve from the action bar
56. lications client host from the same certificate authority for the Service Manager server certificate or create a certificate by yourself 2 Create a client keystore 3 Import the client certificate to a trusted clients keystore For example trustedclients keystore 4 Copy the trusted clients keystore trustedclients keystore to the Service Manager server s RUN folder 5 Open webapp 9 40 xxxx war in an archive management program 6 Copy the cacerts file to the WEB INF directory 7 Extract the web properties file from the WEB INF directory to your local system and then open this file in a text editor 8 Locate the following scripts and configure the parameters as follow endpoint https full qualified domain name 13443 SM ui cacerts keystore keystorePassword Required parameters for Mobile Applications client SSL configurations Parameter Default value Description endpoint https full qualified domain name 1344 Change 3 SM ui full qualified domain name to the domain name of your Service Manager server Change 13443 to your SSL port number cacerts The default value is null Add the name of your cacerts file keystore The default value is null Add the name of the keystore file keystorePassw The default value is null Add the password of the ord keystore file 9 Save the file and add the updated file back to the WEB INF directory of the webapp 9 40 xxxx war archive Page 32 of 37 HP Service Manager
57. ncident Change Interaction and Approval e Switch between different list views For example Assigned to Me Assigned to My Groups and so on e Scroll vertically through a list of records e Search for specific incidents change requests and interactions by record ID Common tasks in the List view Refer to the following content for some common user tasks in the List view e To switch between different modules Tap the Module icon at the top and select other categories from the list The default categories includes Incident Change and so on e To switch between different list views Refer to the Incident module as an example Tap Assigned to My Groups at the top and scroll down to select Assigned to Me and so on from the list Tip For more information about how to add views on Mobile Applications client see Add a view for Mobile Applications on page 21 e To access the Detail view of a record Page 4 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 1 Using Service Manager Mobile Applications in power user view When navigating through the records list tap a record to access its Detail view e To search for specific incidents and change requests by record ID a Tap the Magnifier icon at the top A Search field opens b Inthe Search field type the IM or C prefix with ID of the incident record or change request For example IM10002 or C10093 c Tap Enter The specific incident record or ch
58. ng with Service Manager 9 32 or later 9 3x version and are planning to upgrade only the platform to version 9 40 you can still use Mobile Applications in power user view To use the self service user view you must apply the MOBILITY_ESS_SM940_SM932 unl file that is available in mobility 9 40 zip on Service Manager 9 40 DVD Tailoring Mobile Applications in Service Manager When you have finished installing Mobile Applications you can tailor the following in HP Service Manager e Set up email notifications to include URL links below e Configure the prefix of a record on the facing page e Add a view for Mobile Applications on page 21 e Add a form for Mobile Applications on page 23 e Customize the fields on Mobile Applications form on page 23 e Customize the action bar options on page 24 Set up email notifications to include URL links The HP Service Manager System Administrator can set up email notifications to include the mobility URL so that when tickets are assigned field engineers can receive email notifications and click on the URL links in the emails to go directly to the assigned ticket Service Manager Mobile Applications automatically synchronizes users mobile data with information in the Service Manager database When an email notification is sent to a field engineer Service Manager Mobile Applications searches for the record by name and then displays it If the record is not in the cached database Service Manager
59. on issues and provide solutions This chapter includes e Widgets do not support Dynamic View Dependencies DVD below Widgets do not support Dynamic View Dependencies DVD Issue Some widgets on the forms do not support the Dynamic View Dependencies DVD feature of Forms Designer How to solve this problem Solution In the following example the chm subform activity form has the New Update Type field using the DVD feature as illustrated below HP Service Manager Mobile Applications 9 40 Page 22 of 26 User Guide Appendix C Widgets do not support Dynamic View Dependencies DVD gt yea System Navigator M Marr in TRS r l Forms Designer chm subform activity x Combo Box SOK Cancel I IO OOO SomeS oeoaRoaehlorors CU iY Wee to customer New Update Activity Type v Filter cm activity Display List Display List Condition Box Lines 12 Select Only Y Since the current version of HP Service Manager Mobile Applications does not support the DVD feature change the properties of Value List Value List Condition and Display List as below to avoid using the DVD feature Property Old Value New Value Value List Null G cm activity type Value List select Null Condition activity name activitytype table cm3r visible YES Display List Null G cm activity type local Refer to the following screenshot as an example Page 23 of 26 HP Service Manager Mobile Applications 9 4
60. only use Format Control HP Service Manager Mobile Applications 9 40 Page 3 of 26 User Guide Appendix A Date control Date control Use this control to add a text box that displays and enables users to update the contents of a date field Refer to the following screenshot as an example of the date control widget on a Mobile Applications form Outage Start Time 09 02 07 01 44 00 Refer to the following screenshot as an example of the date selector on a Mobile Applications form Today Cancel Outage Start Time Clear Done 3 2008 Refer to the following screenshot as an example of the time selector on a Mobile Applications form Outage Start Time Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object This name is also used by the Label For property to specify the label of this widget Input Specify the database field or variable to associate with this control Read Select this option to disable editing capabilities and provide only viewing access to the Only field Page 4 of 26 HP Service Manager Mobile Applications 9 40 User Guide Appendix A Combo Box control Property Usage Mandatory Select this option so that a red asterisk indicating a required field is displayed This is a visible change only e To make the field mandatory for any form it appears on u
61. only the Service Manager 9 32 server and later versions are supported HP Service Manager Mobile Applications 9 40 Page 15 of 37 User Guide Chapter 2 Installing Service Manager Mobile Applications Your Apache Tomcat web application server meets the requirements that are described in the Service Manager compatibility matrix For details refer to the Service Manager compatibility matrix at HP Support matrices Install the Oracle Java SE Runtime Environment JRE 1 7 or later Configure the JVM memory settings on the web application server as below Minimal setting Xms 1024m Xmx 1024m XX PermSize 256m Recommended setting Xms 150 m Xmx 1500m Set JAVA_HOME to the location where the JDK was installed For example use the following command on a 32 bit operation system managesdk enableProfileAll sdkname 1 7_32 enableServers Review the browser requirements for smartphones Set up your Mobile Applications preferences Configure Service Manager Install Service Manager Mobile Applications When you have finished preparing for your installation see Introduction to installing and configuring Service Manager Mobile Applications you can perform the following tasks to install Service Manager Mobile Applications 1 2 Edit the configuration file in the war archive below Install Service Manager Mobile Applications on the facing page Edit the configuration file in the war archive To edit web properties
62. ons like Excel Refer to the following screenshot as an example of the table control widget in List view y IM10002 2 High Work In Progress Network Incident Analyst y IM10007 2 High Open Network Incident M Refer to the following screenshot as an example of the table control widget in Detail view Activity List 6 gt Refer to the following screenshot as an example of the table control widget after clicking Page 14 of 26 HP Service Manager Mobile Applications 9 40 User Guide Appendix A Table column control 03 10 08 03 35 00 Phase Change Change Manag mD Change Logging to Change Review 03 10 08 03 46 00 Phase Change Change Manager Change Approval to Change Implementation Property Usage Name Optional Specify a unique identifier for the object on the screen This field is required if you enable the Multiple Selection property This name is used by external applications such as RAD to dynamically change the properties of the object This name is also used by the Label For property to specify the label of this widget Read Always read only Only Columns Specify a list of columns in the table Table column control Use this control to add a column to an existing table Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the propertie
63. pplications 9 40 Page 37 of 37 Appendix A Mobile Applications Form Widgets This chapter provides detailed information about the widgets on HP Service Manager Mobile Applications forms This chapter includes e Label control below e Text control on the next page e Text area control on page 3 e Date control on page 4 e Combo Box control on page 5 e Comfill control on page 7 e Group control on page 9 e Button control on page 10 e Check box control on page 11 e Table control on page 14 e Table column control on page 15 e Subform control on page 16 e Dynamic Form control on page 16 e Notebook control on page 17 e Notebook tab control on page 17 Label control Use this control to add a label A label is a single line of text you can use to give titles to forms give labels to objects within the form or otherwise place text on the form Refer to the following screenshot as an example of the label control widget on a Mobile Applications form HP Service Manager Mobile Applications 9 40 Page 1 of 26 User Guide Appendix A Text control Configuration Item Property Name Caption Input Label For Usage Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Required Specify a text caption for the object Optional Specify the database field or va
64. r 2 Protecting communications between Mobile Applications and the Service Manager server lt trustedHosts gt lt lt DNSDomain gt companydomain1 com lt DNSDomain gt lt DNSDomain gt companydomain2 com lt DNSDomain gt lt NetBiosName gt myserver1 lt NetBiosName gt lt NetBiosName gt myserver2 lt NetBiosName gt lt IP gt 192 168 12 13 lt IP gt lt IP gt 192 168 12 14 lt IP gt lt FQDN gt myserver1 companydomain1 com lt FQDN gt lt FQDN gt myserver2 companydomain2 com lt FQDN gt gt lt trustedHosts gt lt multiDomain gt lt webui gt lt lwsso config gt Required parameters for Mobile Applications client LW SSO configurations Default Parameter value Description enableLWSSOFramework false Change this value to true to enable the LW SSO framework domain example com Change example com to the domain name of the server host where you deploy your Mobile Applications client initString Please put Enter your initial string This initial string must be your string same as the initString value in the Service here Manager LW SSO configuration minimum length 12 characters For example smintegrationlwsso Note Beginning from the lt creation gt section to the end of the lwssofmconf xml file the variables are subject to change according to your actual deployment 7 Save the file and add the updated file back to the WEB INF classes directory of the webapp 9 40 xxxx war archive HP Service Manager Mobile A
65. riable to associate with this control When input is specified the Label will be displayed as a read only Text Optional Specify the widget which the label belongs to Note A label which is neither referred by any field or variable nor belongs to any other widget will not be displayed on a Mobile Applications form Text control Use this control to add a text box that displays the contents of a text field and conditionally enables users to enter or modify its contents Refer to the following screenshot as an example of the text control widget on a Mobile Applications form Property Name Input Read Only Page 2 of 26 Usage Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object This name is also used by the Label For property to specify the label of this widget Specify the database field or variable to associate with this control Select this option to disable editing capabilities and provide only viewing access to the field HP Service Manager Mobile Applications 9 40 User Guide Appendix A Text area control Property Usage Mandatory Setting Mandatory to Yes by selecting the check box indicates that the field is required and therefore an asterisk indicating a required field is displayed This is a visible change only To make the field mandatory for any form it appears on use the Sys
66. rvice user view on page 12 Preparing to launch Service Manager Mobile Applications on your smartphone To prepare for launching Service Manager Mobile Applications on your smartphone make sure HP Service Manager Mobile Applications 9 40 Page 1 of 37 User Guide Chapter 1 Launching Service Manager Mobile Applications on your smartphone Yourtouchscreen smartphone meets the requirements that are described in the Service Manager compatibility matrix For details see HP Support matrices Your smartphone browser conforms to the following configurations Cookies are enabled a JavaScript is enabled Pop ups are enabled At a minimum add the Service Manager Mobile Applications host name to the pop up exception list Your System Administrator has provided you with the web URL needed to access the Service Manager server from the Mobile Applications Power user view http lt servername gt lt portnumber gt lt appname gt std std can be omitted Self service user view http lt servername gt lt portnumber gt lt appname gt ess ess cannot be omitted You have a valid Service Manager username and password Launching Service Manager Mobile Applications on your smartphone User role IT Operator To launch Service Manager Mobile Applications on your smartphone follow these steps 1 In the web browser on your smartphone type the Service Manager Mobile Applications web URL provided by your System A
67. s of the object Caption Specify a text caption for the object Input Specify the database field or variable to associate with this control Field In the case where the array specified in the input property is an array of structure it specifies the field in the structure for this object Display Specify the values that appear in the drop down list at run time There must be a one to List one correspondence between the values for Value List and for Display List If the Display List is the only populated property the display values are what were written to the database HP Service Manager Mobile Applications 9 40 Page 15 of 26 User Guide Appendix A Subform control Property Read Only Usage Always read only Subform control Use this control to display a subform on another form Property Name Format Virtual Join Display Using Table Input Usage Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object Specify the form to display Be sure you type the exact form name Select this option to associate virtual join run time processing with the subform object Clear the check box to use a same file join Select this option to display the subform in table format Specify the database field or variable to associate with this control Dynamic Form control Use this control to
68. se the System Definition Utility e To make the field mandatory for a small number of forms only use Format Control Combo Box control Use this control to add a Combo Box that enables users to click a button and select from a drop down list The items in the list are associated with a database field or variable Users can also type in a value if the check box in the Select Only property is cleared set to false Refer to the following screenshot as an example of the Combo Box control widget on a Mobile Applications form Closure Code Automatically Closed v Refer to the following screenshot as an example of the Combo Box selector on a Mobile Applications form Closure Code Clear Done Out of Scope Automatically Closed Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object This name is also used by the Label For property to specify the label of this widget Input Specify the database field or variable to associate with this control HP Service Manager Mobile Applications 9 40 Page 5 of 26 User Guide Appendix A Combo Box control Property Read Only Mandatory Value List Page 6 of 26 Usage Select this option to disable editing capabilities and provide only viewing access to the field Give read only fields a tab stop value of 1 to prevent users
69. sing Service Manager Mobile Applications in self service user view 2 12 Search the knowledge base ooo coco conc eee 13 Submit a self service request 1 22 0 0200222 e cece cece cece cece cece cece ccc c cece ec eeeeeeeeees 13 Submit a smart request 000 0002222 e eee ccc ce cece cece eect cnn 13 View opened and closed tickets 0000 00000 e cece cece ranana 14 View approve or deny pending approval requests 00 00020 c cece eee e eee eee 14 System administration 2 2 0 0 00 0 o eee cece cece cece aoaaa aoaaa oaoa oaaao aariaa 15 Installing Service Manager Mobile Applications 2 0 02222222 e cece cece eee eee 15 Before you start 2 lt 2 oo oecg dt Le ee ley eo ee ee ee 2 15 Install Service Manager Mobile Applications 0 200000 c cee ec cece eee eecceceeeceees 16 Edit the configuration file in the war archive 0 222 cece cece cece ceeeeceeeeees 16 Install Service Manager Mobile Applications 0 00 0 0c cece 17 HP Service Manager Mobile Applications 9 40 Page 4 of 6 User Guide Tailoring Mobile Applications in Service Manager 0 2 20 00 cee cece eee eee cece eee eeeeees 18 Set up email notifications to include URL inks 2 222000 cece cece cece eee ee eeee 18 Configure the prefix of a record 22 2 e cece ec ceececeeeecceceeeees 19 Add a view for Mobile Applications 22 022222222 ccc cec
70. st line as follows to enable TSO lt security custom filter ref preAuthenticationFilter after SECURITY_CONTEXT_ FILTER gt lt lt security custom filter ref lwSsoFilter before BASIC_AUTH_ FILTER gt lt security custom filter ref springSecurity2lwssoIntegrationFilter position LAST gt gt Or Page 34 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapter 2 Protecting communications between Mobile Applications and the Service Manager server For HTTP header pre authentication locate the following scripts and uncomment it lt lt security custom filter ref httpHeaderPreAuthenticationFilter after SECURITY_CONTEXT_FILTER gt gt 7 Locate the httpHeaderPreAuthenticationFilter bean definition and then at least change the principalRequestHeader setting corresponding to the Header your Identity Management solution uses For Webseal iv user is used as the value of principalRequestHeader Siteminder often uses sm_user or sm_universalid Note that this setting is case sensitive 8 Save the file and add the updated file back to the WEB INF spring directory of the webapp 9 40 xxxx war archive 9 Configure the deployment environment to support the mobile system to receive the customized user information for authentication Set up Lightweight Single Sign On LW SSO If Lightweight Single Sign On LW SSO is enabled on both the HP Service Manager server and the Mobile Applications Ser
71. t lt security custom filter ref springSecurity2lwssoIntegrationFilter position LAST gt 4 Save the file and add the updated file back to the WEB INF spring directory of the webapp 9 40 xxxx war archive 5 Extract the lwssofmconf xml file from the WEB INF classes directory to your local system and then open this file in a text editor 6 Configure the boldface parameters as follows lt xml version 1 0 encoding UTF 8 gt lt lwsso config xml1ns http www hp com astsecurity idmenablmentfw lwsso 2 0 gt lt enableLWSSO enableLWSSOFramework true enableCookieCreation true cookieCreationType LWSSO enableSAML2Support false gt lt webui gt lt validation gt lt in ui lwsso gt lt lwssoValidation id ID000001 gt lt domain gt example com lt domain gt lt crypto cipherType symmetricBlockCipher engineName AES paddingModeName CBC keySize 256 encodingMode Base64Ur1 initString Please put your string here gt lt crypto gt lt lwssoValidation gt lt in ui lwsso gt lt validation gt lt creation gt lt lwssoCreationRef id ID000002 gt lt lwssoValidationRef refid ID000001 gt lt expirationPeriod gt 60 lt expirationPeriod gt lt lwssoCreationRef gt lt creation gt lt logoutURLs gt lt url gt std logout lt url gt lt url gt std goodbye lt url gt lt logoutURLs gt lt multiDomain gt Page 36 of 37 HP Service Manager Mobile Applications 9 40 User Guide Chapte
72. tem Definition Utility To make the field mandatory for a small number of forms only use Format Control Note If the text is too long for a mobile device to display in one line use a Text area control instead Text area control Use this control to add a text area that displays the contents of a text field and conditionally enables users to input several lines of data This object contains scroll bars and allows text wrapping Refer to the following screenshot as an example of the text area control widget on a Mobile Applications form Description The function that automatically fills the month table needs to be san rescheduled from 2 00 AM to 6 00 AM more text more text Property Usage Name Optional Specify a unique identifier for the object on the screen This name is used by external applications such as RAD to dynamically change the properties of the object This name is also used by the Label For property to specify the label of this widget Input Specify the database field or variable to associate with this control Read Select this option to disable editing capabilities and provide only viewing access to the Only field Mandatory Select this option so that a red asterisk indicating a required field is displayed This is a visible change only e To make the field mandatory for any form it appears on use the System Definition Utility e To make the field mandatory for a small number of forms
73. the operator s user name and password in each request as part of an HTTP Basic Authorization header In order to protect these operators user names and passwords you can enable SSL on the Service Manager server Enabling SSL on the Service Manager server includes three major steps 1 Buy a certificate for the Service Manager server from a certificate authority or create a certificate by yourself 2 Create a server keystore 3 Add SSL parameters to the sm ini file Note Ignore the SSO parameters in the table at this point For detailed steps refer to knowledge article Setting up Single Sign on in Service Manager Enable SSL on the Mobile Applications client In order to restrict access to the server to only clients that are known and identified by the server you can enable SSL on Service Manager clients Enabling SSL on clients requires creating or purchasing signed certificates for each Service Manager client Service Manager Mobile Applications can share a single signed certificate for all handset connections If you enable SSL on the client we recommend that you also enable SSL on the server to encrypt all communications between clients and the server To enable SSL on the Mobile Applications client follow these steps HP Service Manager Mobile Applications 9 40 Page 31 of 37 User Guide Chapter 2 Protecting communications between Mobile Applications and the Service Manager server 1 Buy acertificate forthe Mobile App
74. then pass on any requests destined for the Tomcat container only after decrypting those requests Likewise Tomcat returns cleartext responses that are encrypted before being returned to the user s browser In this case Tomcat knows that communications between the primary web server and the client are taking place over a secure connection but it does not participate in the encryption and decryption processes For information about how to set up SSL on Tomcat 7 refer to Apache Tomcat 7 SSL Configuration HOW TO document Note Since you have already got your certificates for the server as described in the previous step inthe Enable SSL on the Mobile Applications client on page 31 section you only need to perform the steps in the Edit the Tomcat Configuration File section in Apache Tomcat 7 SSL Configuration HOW TO document Set up trusted sign on TSO Trusted sign on TSO or Single sign on is an optional Mobile Applications configuration that relies on a working SSL configuration and integration with a trusted authentication source such as CA SiteMinder IBM Webseal and Integrated Windows Authentication It also requires a web server to accept the pre authenticated HTTP header information from your authentication source For more information refer to Setting up Single Sign on in Service Manager HP Service Manager Mobile Applications 9 40 Page 33 of 37 User Guide Chapter 2 Protecting communications between Mobile Applications an
75. vice Manager authentication will be bypassed if you have logged into another web application which also has LW SSO enabled The detailed bypass critieria includes both the protected domain IP DNS name and the initial LW SSO string Enable LW SSO on the Service Manager server For detailed information about how to enable LW SSO on Service Manager server refer to the HP Service Manager 9 40 Help Center Enable LW SSO on the Mobile Applications client To enable LW SSO on the Mobile Applicationsclient follow these steps 1 Open webapp 9 40 xxxx war in an archive management program 2 Extract the security xml file from the WEB INF spring directory to your local system and then open this file in a text editor 3 Locate the following scripts lt lt security custom filter ref preAuthenticationFilter after SECURITY_ CONTEXT_FILTER gt lt security custom filter ref lwSsoFilter before BASIC_AUTH_FILTER gt lt security custom filter ref springSecurity2lwssoIntegrationFilter position LAST gt gt Uncomment the second line and the third line as follows to enable LW SSO HP Service Manager Mobile Applications 9 40 Page 35 of 37 User Guide Chapter 2 Protecting communications between Mobile Applications and the Service Manager server lt lt security custom filter ref preAuthenticationFilter after SECURITY_ CONTEXT_FILTER gt gt lt security custom filter ref lwSsoFilter before BASIC_AUTH_FILTER g
76. view phase The Proposed Solution tab is renamed to Recovery Action and you are able to update and close the incident in this phase After closing the incident on Mobile Applications client the incident moves to the Closure phase and all tabs become read only PD Interaction module If an interaction is ordered from the catalog or opened by Service Desk and includes pending request level approvals it is read only on Mobile Applications client before all approvals are approved You are able to approve or deny the interaction in this phase In addition you are also able to search for any approved or denied interaction by using global search and then retract the interaction After approving all pending approvals the interaction moves to the Work In Progress phase You are able to update and withdraw the interaction in this phase HP Service Manager Mobile Applications 9 40 Page 20 of 26 User Guide Chapter B PD Interaction module After updating the proposed solutions and save the record the interaction moves to the Review phase You are able to update and close interaction in this phase After closing the interaction on Mobile Applications client the interaction moves to the Closure phase and all tabs become read only Page 21 of 26 HP Service Manager Mobile Applications 9 40 Appendix C Troubleshooting This chapter provides troubleshooting information about HP Service Manager Mobile Applications installation and configurati

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