Garbage!
There is a laundry list of issues that makes this app unusable:
-Cannot access all of the choices for a ticket, which means you can't update or close any tickets.
-Reply feature does not auto-fill the sender of the original request. Good luck if you don't know the email address of the sender.
-When entering a description, iDevice autocorrect does not work, and you cannot even hit a return key.
-Does not allow you to assign the ticket to anyone but yourself.
I would expect a few bugs with free software but this app is useless! I wish I could give this 0 stars.
-Cannot access all of the choices for a ticket, which means you can't update or close any tickets.
-Reply feature does not auto-fill the sender of the original request. Good luck if you don't know the email address of the sender.
-When entering a description, iDevice autocorrect does not work, and you cannot even hit a return key.
-Does not allow you to assign the ticket to anyone but yourself.
I would expect a few bugs with free software but this app is useless! I wish I could give this 0 stars.
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It works. That's about it.
As the review by ajpaxson mentions there are serious limitations to the application. You get the basics - in other words as long as you only want to close a ticket or view a ticket's details you're golden. If you want to view comments, notes, change the ticket to a non-default status and more… you're out go of luck. And don't bother trying to reply to a ticket unless you know the requester's email address… because it doesn't populate that for you.
It's very much like someone who doesn't use the ServiceDesk at all decided on the features, and then people who never use the ServiceDesk wrote the app. So while it's nice to have the app (Thanks!) - when the app is so very limited it almost makes it not worth having. My techs are still having to use a browser to complete real updates to a ticket.
It's very much like someone who doesn't use the ServiceDesk at all decided on the features, and then people who never use the ServiceDesk wrote the app. So while it's nice to have the app (Thanks!) - when the app is so very limited it almost makes it not worth having. My techs are still having to use a browser to complete real updates to a ticket.
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It works, but.....
I've had this app for months, and not a single update. It was built, and then forgotten about.
Basic functionality is there, pickup, assign, work log, and close. You can view all and assigned tickets.
Can't add notes, and I get errors when closing tickets created by email. Can't access the other modules of servicedesk, like solutions or tasks.
I would feel different if there were updates as they added and updated the app, but that hasn't happened.
Basic functionality is there, pickup, assign, work log, and close. You can view all and assigned tickets.
Can't add notes, and I get errors when closing tickets created by email. Can't access the other modules of servicedesk, like solutions or tasks.
I would feel different if there were updates as they added and updated the app, but that hasn't happened.
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Universal please
This app needs iPad support.
Ok
It's a good app but it would be nice to at least see service requests as well as incidents.
In future releases it would also be nice to see problems and changes and maybe even assets. If this becomes a pay for app the it'd be worth it.
One can only wish.
In future releases it would also be nice to see problems and changes and maybe even assets. If this becomes a pay for app the it'd be worth it.
One can only wish.
Decent First Release
And it does work but you need to go into the Admin section of your Service Desk Plus and click on a Technician and generate an API Key for them at the bottom of their profile. This key must be in their iOS Device Clipboard when authenticating the first time. Also make sure to set up the External URL field in the Service Desk.
Hopefully the developer team will work on the API Key provisioning to make it easier, it may just be an unnecessary added security layer but at minimum it should allow you to select the Technicians you want to give mobile access for this app and email each one of them an API Key.
What I would like to see in a future release:
1. Ability to edit more fields like Group / Category / Subcategory / Item.
2. Ability to view conversation history for emails sent to and from the Service Desk in respect to each request.
3. Ability to use custom public filters that are visible in the desktop web app.
Also a bug I discovered is that quotes need to be escaped in the ticket body when editing a request to has quotes in it. This seems to cause malformed jSON which failed to update a ticket. I was successful updating the ticket when I manually removed quotes and saved.
All in all it's a step in the right direction. Keep it up guys and we will be watching for the next build.
Hopefully the developer team will work on the API Key provisioning to make it easier, it may just be an unnecessary added security layer but at minimum it should allow you to select the Technicians you want to give mobile access for this app and email each one of them an API Key.
What I would like to see in a future release:
1. Ability to edit more fields like Group / Category / Subcategory / Item.
2. Ability to view conversation history for emails sent to and from the Service Desk in respect to each request.
3. Ability to use custom public filters that are visible in the desktop web app.
Also a bug I discovered is that quotes need to be escaped in the ticket body when editing a request to has quotes in it. This seems to cause malformed jSON which failed to update a ticket. I was successful updating the ticket when I manually removed quotes and saved.
All in all it's a step in the right direction. Keep it up guys and we will be watching for the next build.
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