This document describes the use of mobileRFS, Remedy's mobile platform independent Request for Service application. This document assumes you have a working knowledge of RFS using the traditional client. If not, please refer to the help document located here, before attempting to use the mobile client.

On the left, the login page is displayed as it would be on a mobile device using the Opera mobile browser. Mobile devices have wide variation in the way they display web documents and the controls used to navigate them. mobileRFS will automatically format to your device.

It is outside the scope of this document to describe the navigation or object rendering for each device. It is likely that you are already familiar with basic web page navigation using your device, and the formatting will be very similar to the screenshots you see on the left of each section.

To log in to the mobile client, select each text field to enter your onyen and password. Then select log-in. You will be redirected to the home page if you are authenticated.

When clicked, each of the options displayed on the homepage will redirect you to a new page. The rest of this document has information for each of these options in order.

The last section of this document describes the Ticket View pages. You cannot view a ticket directly from the homepage. You must first locate the ticket using any of the methods we will discuss.

There is one option seen here without a section in this documentation, "Sign Out": *Please sign out when you are through using mobileRFS*.

Clicking the "Unacknowledged Tickets" link on the homepage will show all of your primary Remedy group's unacknowledged tickets. You can acknowledge them from this list by clicking the "Acknowledge" hyperlink, and doing so will take you to the ticket view pages discussed in this document's final section.

If you would like to view the ticket before acknowledging, you can click the ticket number hyperlink. Various mobile browsers will display these hyperlinks differently. In the screenshot on the left, they are shown in the traditional blue color.

Clicking the "My Open Tickets" Link on the homepage will bring you to the page seen on the left. This page displays all of your open tickets from all of the Remedy groups to which you belong. Clicking the ticket number will take you to the ticket view discussed above.

Clicking the "My Group's Open Tickets" link on the homepage will take you to the page shown on the left. This displays all of the open tickets for your primary Remedy group. This list is formatted and navigated exactly like the "My Open Tickets" list, except for the inclusion of the Person Assigned value. Clicking the ticket number will take you to the ticket view discussed above.

Clicking the "Search for Tickets" link will bring you to the page shown on the left. This page allows you to search for tickets by number. If a ticket exists with the number you enter you will be brought to the ticket view mode for that ticket.

Clicking the "Create a Ticket" link will bring you to the page shown on the left. This page allows you to create a complete RFS ticket using just 4 fields, only one of which requires typing. This greatly limits the creation flexibility, but allows you to create a ticket very quickly using the often frustrating mobile keyboards.

After creating the ticket, you will be taken to the ticket view mode, where you can edit the ticket and add more information if necessary.

Clicking the "Change My Primary Group" link on the homepage will take you to the page seen on the left. This page allows you to select your primary group from the groups to which you belong. If you are a member of only one group, you will not need to use this page.

Clicking the "LDAP Look-UP" link on the homepage will bring you to the page shown on the left. This page allows you to utilize the LDAP links within Remedy and will return a phone number and email address for any partial name lookup. Multiple results are displayed in a similar view to the "My Group's Open tickets" lists. If your browser renders phone numbers and/or email as links, you can use this as a quick phonebook.

The ticket view mode displays a single ticket, and is divided into 4 sections, Customer information ("Cust"), Ticket Status Information ("Stat"), Ticket Descriptions ("Desc") and the Worklog ("Wklg"). Each of these sections can be accessed using the links on the bottom of each page.

Whenever you enter the ticket view mode you will first see the customer information. Customer information is not editable from the mobile browser. If your mobile device renders phone numbers or emails you will see those values highlighted for quick contact. The browser seen on the left does not have this capablity.

Clicking the Ticket Status Information ("Stat") link within the ticket view mode will take you to the page seen on the left. The values with an "Edit" hyperlink can be edited. Clicking the edit button will take you to a field edit page, which allows you to select from the relevent values, one field at a time.

Clicking the Ticket Descriptions ("Desc") link within the ticket view mode will take you to the page seen on the left. The values with an "Edit" hyperlink can be edited. Clicking the edit button will take you to a field edit page, which allows you to select from the relevent values, one field at a time.

You are required to first choose a Category before a Topic and a Topic before an Item, just as in the full Remedy client. If you have a Short Description which maps to the Category, Topic and Item (CTI) values, selecting that short description will populate the CTI fields.

Clicking the Worklog ("Wklg") link within the ticket view mode will take you to the page seen on the left. The worklog can be "Edited," but in this case it is a diary field, just as in the full RFS client. Clicking the "Edit" link will take you to the field edit page, which allows you to update the worklog.