HowTo:Create Cases from Mobile Devices

You can configure your ServiceDesk application to allow customers to create cases from their mobile phone or pad. They can also upload an image and automatically record their location.

First, enhance the Case object with the additional fields you need:

1. Go to > Case Management > Case Fields
2. To allow a photo attachment:
   • Click [New Field]

     Name: Photo

     Type: Image

   • Click [Save]

3. To record the customer's location:
   • Click [New Field]

     Name: Location

     Type: Geolocation

   • Click [Save]

Next, modify the Form used by Guest users to include the new fields:

1. Go to > Case Management > Case Forms
2. Select the Guest Form
3. Add the new fields to the form layout.
4. Click [Save]

Then, :

1. Go to > Channels > Service Portal
2. ??? __TBD: Needed?__ Check one of Community and Knowledgebase if not already checked. ???
3. Turn On Allow Guests to submit case without login
4. ??? __TBD: Needed?__ In the same page , note the URL in the “Service Portal Domain” field. ????
5. Click [Save]

You can now test the Service Portal configuration:

1. Open a browser in your mobile device
2. Go to http://{yourDomain}

??? __TBD: Needed?__ type in the URL present in the “Service Portal Domain” field ???

Note: Mobile access is enabled by default for new users. But you can change that setting for new and existing users. Learn more: User Login Information.