hp service manager get it application user guide
DESCRIPTION
HP Service Manager Get IT Application User GuideTRANSCRIPT
HP Service Manager GetIT ApplicationFor the Supported Windows® operating systems
Software Version: 9.32
User Guide
Document Release Date: December 2013
Software Release Date: December 2013
Legal Notices
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The information contained herein is subject to change without notice.
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HP Software online support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed tomanage your business. As a valued support customer, youcan benefit by using the support web site to:
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ContentsContents 5
Chapter 1: Overview 6
Chapter 2: Launching the GetIT application 7
Log on to HP Anywhere 7
Log on to the GetIT application 7
Chapter 3: Using the GetIT application 12
Search the knowledge base 12
Open a support ticket 13
View opened and closed tickets 15
Ask friends for help 17
We appreciate your feedback! 20
Chapter 1: OverviewThe ServiceManager GetIT application enables you to search knowledge base, submit and viewyour submitted tickets from your mobile device by using HP Anywhere. You can also ask yourfriends for help through HP Anywhere activity when you cannot find any solutions in the knowledgebase.
This guide provides the basic instructions on how to launch and use theGetIT application on yoursmartphone. To prepare for launching the GetIT application on your smartphone, make sure:
l You have downloaded and installed the following software:
n HP ServiceManager GetIT application for smartphone 1.0.0
n HP Anywhere 10.10 (on the server)
n HP Anywhere 10.10 (on the smartphone)
n HP ServiceManager 9.32
l Your smartphonemeets the following requirements:
n The operating system is iOS 7.0 or Android 4.0
n The smartphone communicates with the HP Anywhere Server by usingWi-Fi or 3G
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Chapter 2: Launching the GetIT applicationTo launch the GetIT application, youmust first log on to HP Anywhere and then log on to the GetITapplication.
This chapter includes:
l "Log on to HP Anywhere" below
l "Log on to the GetIT application" below
Log on to HP AnywhereTo log on to HP Anywhere, follow the steps below:
1. Tap the HP Anywhere icon on your smartphone. The HP Anywhere login page opens.
2. Type your user name, password, and the URL (including the port number) for the HP AnywhereServer.
3. Tap Login.
Log on to the GetIT applicationTo log on to the GetIT application, follow the steps below:
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1. Go toMy Apps page, tap .
2. Enable the GetIT Application. Refer to the following screenshots as an example:
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3. Set user name and password for the Basic AuthenticationMode.
You will get a warningmessage if user name and password are not set when launching theGetIT Application. If you does not get the warning, the administrator has enabled LWSSO asthe authenticationmode.
a. Tap the gear icon and go to the Settings tab.
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b. TapGetIT > Data source Info and set your user Name and password.
4. Return toMy Apps page and tap the GetIT Application icon.
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Now you have logged on to the GetIT application.
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Chapter 3: Using the GetIT applicationTheGetIT application enables you to perform the following tasks:
l "Search the knowledge base" below
l "Open a support ticket" on the next page
l "View opened and closed tickets" on page 15
l "Ask friends for help" on page 17
Search the knowledge baseWhen you launch the GetIT application for the first time, it may take some time to download andinitialize the application. The default page is Search Knowledge, which enables you to search theknowledge base for your questions.
To search the knowledge base, follow the steps below:
1. Type your issue and tap themagnifier icon to search the knowledge base.
2. Tap the result record and view the knowledge article.
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3. Tap on the tool bar or tapCancel on the bottom to return to the search results.
4. You can also add feedback to the knowledge article by tappingAdd Feedback.
Open a support ticketIf you cannot find the knowledge article to address your issue, you can also open a support ticket.
To open a support, follow the steps below:
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1. TapOpen Ticket in themenu or tap on the bottom:
2. Type the required information for a support ticket:
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3. You can also take and upload pictures as attachments.
4. TapSubmit to submit the ticket.
View opened and closed ticketsTo view your opened and closed tickets, follow the steps below:
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1. Tap or to view your submitted tickets.
2. Tap the record to view the content of a ticket.
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3. You can update, close or resubmit the ticket by tap the buttons on the bottom of the screen.
Ask friends for helpTo ask your friends for help, follow the steps below:
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1. TapAsk Friends in the search knowledge page:
2. Type the title and description for your issue:
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3. TapCreate.
4. You can view your activities from HP Anywhere Front Page. For details on activities andcollaboration, see theHP Anywhere User Guide.
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We appreciate your feedback!If you have comments about this document, you can contact the documentation team by email. If an email client is configured onthis system, click the link above and an email window opens with the following information in the subject line:
Feedback on User Guide (Service Manager GetIT Application 9.32)
Just add your feedback to the email and click send.
If no email client is available, copy the information above to a new message in a webmail client, and send your feedback to [email protected].
