SMA Idea Exchange
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Develop mobile app for IT agents to be able to resolve issues faster and respond to incidents.

BRIEFLY DESCRIBE YOUR IDEA

Develop native mobile app for IT agents (vs. Self-service use cases) 

WHY IS THIS IMPORTANT? (WHEN USED, BY WHICH ROLE, FOR WHAT BENEFIT)
IT agents should be able to review the tickets assisgned to them, respond to critical issues and even participate and collaborate to resolve the issues in the timely manner to be able to resolve issues faster and respond to incidents.

SEPARATE FROM *WHAT* THE IDEA IS ABOUT, DO YOU HAVE THOUGHTS ON *HOW* IS COULD BE DESIGNED?

Mobile app should be available for both Android and iOS platforms. It should cover functionality for basic tasks as described above.

5 Comments
Moderator
Status changed to: Waiting for Votes

The idea has received an initial review to ensure adherence to our idea submission and community guidelines, and is ready for the community to help prioritize the idea with comments and voting. Once there are enough votes and community traction, it will be reviewed by the product team. 

 Valued Contributor..

before native mobile applicatoin for IT Agents; i would prioritize IOS Service Portal Application.

 

however, regarding the IT Agent application, it would be used by desktop support agents, as well as any field agent who operates most of their away from their desk.  

functionality should include a simple bar code and/or QR Code scanner to quickly collect data from fixed assetts that have been bar coded - this would support an easier IMAC process for fixed asset type use cases.

Moderator

Thanks for the comments on priority (in fact, iOS for the Self Service use cases in in beta right now) and the deails on the agent use cases. 

Contributor..

For us, having a way for our agents to get notification of new requests assigned to them or their group, and any comments added, will allow them to keep up to date whilst away from their desk dealing with issues. The advantage is that they are not reliant on email to keep updated, and may be able to attend to new requests without returning to their desk first.

I certainly hope we see something like this before long!

Moderator
Status changed to: Under Consideration