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Mobile Access via Smartphone or Tablet

There is an Android App available for accessing parts of an iTop instance on any Android-Based device, in particular smartphones and tablets, and monitoring any information in iTop. It allows for the following

Features

Ticketing

  • Access to open and unassigned Incident tickets
  • Access to open and unassigned Service Request (Helpdesk) tickets
  • Access to tickets assigned to the person using the App
  • Display priority and SLA escalation (if applicable)

Service Delivery Monitoring (SDM)

  • configure upper and lower limits for any Query in the phrasebook
  • Notification (configurable) when these limits are exceeded
  • Notification (configurable) for certain tickets (new e.g. Prio 3 incident)

Examples for SDM

  • Vibrate phone of Problem Manager when more than ten Incidents have been cloesd with “cannot reproduce” within the last two days
  • Inform Management when an approved Change Request will potentially impact (another) business process withing the next 30 days
  • Notify Service Manager when (another) underpinning contract will terminate withing next 60 days
  • simple search for Functional CIs and Person CIs
  • display Query phrasebook contents
  • display all Query phrasebook results

How to install on device

The App has been written by Combodo's Partner ITOMIG and is not part of iTop itself. It is available in German language via the Android Market (including some screenshots) as a test version with access to Combodo's and ITOMIG's iTop instances. An unlimited version that allows access to any iTop instance is also available via Market, or free of charge for all of ITOMIG's iTop support customers.

If you need additional features or would like a translated version, please feel free to ask.

The app has been tested on various devices, including the Motorola Atrix (Android 2.2 and 2.3) and the Samsung Galaxy Tab (Android 3.2).

Server Prerequisites

Your iTop instance needs to support URL authentication. How to do so is explained in the respective PDF document on the Main Page (how to set up authentication). Essentially, you need to modify the with the allowed_login_types to also contain 'allowed_login_types' => 'url|form|basic'

It is highly recommended that you enable SSL support for your server (the App supports SSL-based access).

Caveats

The app polls the server for tickets every n seconds, in an interval configurable in the app itself. The amount of data traffic generated depends on your number of tickets as well as the polling interval, although a single poll usually only consists of a few kb of data.

Please make sure you have a data plan for you mobile device. We recommend an interval of 15 minutes, which should be sufficient for most purposes.

android_app.txt · Last modified: 2018/12/19 11:40 (external edit)

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