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MobileFront for Service Manager - Operations Guide

 

Gridpro AB

Rev: 2.0.6082 (System Center 2012) & 3.0.6088 (System Center 2016) 

Published: August 2016

 

User Guides

Register Incident

In the Home page or any List view click the + icon in the lower left corner

Click Incident

Click Incident

Fill in the desired information and click Save

New Incident has been created

 

Reassign Incident/Service Request

Open the Incident/Service Request that should be reassigned

Click the Action icon in the lower right corner

Click Assign to analyst in the menu

Type a search string and click , then select the user that you want to assign the Incident to in the list

Incident has been reassigned


Add Comment to Incident/Service Request

Open the Incident/Service Request that you want to add a comment to

Click the Comment icon in the lower left corner

Type a comment and click OK to submit

Comment has been added

 
Resolve Incident

Open the Incident that you want to resolve

Click the Action icon in the lower right corner

Click Resolve in the menu

Select a Resolution Category from the list and type a resolution comment

Then click OK

Incident has been resolved

 
Approve Review Activities

Open the Review Activity you want to approve

Click the Action icon in the lower right corner

Click Approve/Reject in the menu

Select you as the approver in the list and write an approval comment

Then click Approve

Review Activity has been approved

 

Complete Manual Activities

Open the Manual Activity that you want to mark as completed

Click the Action icon in the lower right corner

Click Mark as completed in the menu

Type a completion comment and click OK

Manual Activity has been marked as completed

 

Configuring Views

Available Views

When installed, MobileFront for Service Manager 2012 Customer Edition is configured to show the following views:

·         Incidents – My Incidents*

·         Service Requests – Assigned To Me*

·         Review Activities – Activities Assigned To Me

·         Manual Activities – Activities Assigned To Me

* Custom views are deployed as part of the MobileFront installation

Configuration

Configuring views is done through MobileFront Settings in the Service Manager Console.

Start the Service Manager Console

MF_OG19.png

In the Service Manager Console click Administration

MF_OG20.png

Click Settings

Double-click Gridpro MobileFront Settings

MF_OG22.png

Click Views in the left navigation tab

MF_OG23.png

Select the Views that should be accessible in MobileFront by checking them in the list of views

 

IMPORTANT: For a view to be used in MobileFront, there are a some requirements on the views. These are dependent upon the Work Item type and gurantees that views are displayed in a correct way.

 

For the different Work Item types, the views need to contatin the following columns:

·         Incidents: Affected User and Assigned User

·         Service Request: Affected User and Assigned User

·         Review Activities: No requirements

·         Manual Activities: Assigned User (Activity Implementer)

Click OK

The changes will take effect as soon as a user signs in again, or manually refreshes the content

 

Status Counters

By default, MobileFront counts all Work Items when showing the number of Work Items in each view. MobileFront can be configured to show the number of Work Items of a particular status instead.

Start the Service Manager Console

MF_OG25.png

In the Service Manager Console click Administration

MF_OG26.png

Click Settings

Double Click Gridpro MobileFront Settings

MF_OG28.png

In the General Tab, select the statuses for each Work Item type that should be used for counting the items in each view. The default setting is an empty value and means that all Work Items should be counted.

Click OK

The changes will take effect as soon as a user signs in again, or manually refreshes the content

 

Branding

MobileFront theme can be customized to better align with your organization’s graphical profile, this is done by changing the main color of the UX along with a custom logo to the sign in page.

Customizing Theme Color

On the server where MobileFront is installed, start PowerShell prompt as Administrator

Change directory to the MobileFront WebSite is installed, typically:

c:\inetpub\MobileFront\MobileFront\

For example: cd c:\inetpub\MobileFront\MobileFront\

Change directory to the Gridpro Themes folder by entering:

cd Content\themes\Gridpro

Run the script CreateCustomTheme.ps1 with the hexadecimal representation of the new color by entering:

 

.\CreateCustomTheme.ps1 <Color>

 

For example: .\CreateCustomTheme.ps1 FA3E02

 

NOTE: The hexadecimal representation of a color is available in all major graphic ediors, or online by searching for “Color Picker”.

Example:  http://www.color-hex.com

 

The changes will take effect as soon as the browser is refreshed

 

Changing Logo

The logo used on the sign in page can be changed. The recommended size for the logo is 360px x 90px. Name the new logo custom_logo.png

On the server where MobileFront is installed, put the custom_logo.png in the Content\Images folder under the MobileFront website, typically: C:\inetpub\MobileFront\MobileFront\Content\Images

 

Refresh the browser to see the changes

 

Enable Verbose Logging

MobileFront is set to log errors by default. For troubleshooting reasons, this can be changed to include verbose log messages as well. Follow the steps below to enable verbose logging.

Website

Locate web.config in the MobileFront WebSite folder. Typically:

C:\inetpub\MobileFront\MobileFront

Open web.config using notepad (As Administrator)

MF_OG31.pngUnder Configuration\loggingConfiguration\listerners\add, change the value of filter=”Error” to filter=”Verbose”

Save the file

Webservice

Locate web.config in the MobileFront WebSite folder. Typically:

C:\inetpub\MobileFront\MobileFront.Service

Open web.config using notepad (As Administrator)

MF_OG32.pngUnder Configuration\loggingConfiguration\listerners\add, change the value of filter=”Error” to filter=”Verbose”

Save the file

 

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