Using Service Portal on a mobile device

Control Desk Service Portal can be accessed on a mobile device, such as a tablet or mobile phone.

Service Portal displays the same user interface for tablet devices, such as the Apple iPad, that is displayed for desktops.

A cell phone user interface is available for ticketing agents. Because the user interface for cell phones accommodates small display areas, cell phone users see a different view of the Service Portal ticket management features.

At initial login on a cell phone, ticket agents view a dashboard with access to tickets. The dashboard provides a pictorial view of the total number of tickets open and their priority (High, Medium, Low, Unassigned).

To display a list of tickets, users can select one of the following categories of tickets, such as all open tickets or tickets that are assigned to them that are not started.

Table 1. Ticket categories for cell phones
Category	What this category displays
All Open Tickets	A list of all open tickets that are ordered by age (newest first) showing the severity, ticket ID, and summary information. Click the ticket ID to view information about a ticket, including description, status, severity, owner, age, and resolve-by date.
My Tickets	A list of tickets for the logged-in user.
My Tickets Not Started	A list of tickets for the logged-in user, where status is `New` or `Queued`.
My Tickets In Progress	A list of tickets for the logged-in user, where status is `In Progress` or `Pending`.
My At Risk Tickets	A list of tickets for the logged-in user, where status is not `Resolved`, `Closed`, or `Cancelled`, and where the resolve-by date is less than 24 hours from now.

From the ticket list, users can open a ticket to view details about the ticket or edit the ticket.

Use the following icons to view or edit ticket information:

Table 2. Icons used in cell phone interfaces
Icon	Use
	Displays the navigation menu.
	Displays the Ticket Information tab.
	Displays the User Information tab.
	Displays the Activity Log tab.
	Opens the ticket and lets you edit ticket information.
	Searches for activities based on search criteria that you enter.
	Closes the search for activity log comments.
	Opens a text box where you can enter a comment for the activity log.

For information about features that are available for agents, see Working with tickets in the Control Desk Service Portal.

For best results on mobile devices, ensure that you use a browser version that the product supports. For more information, see Browser Support.

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