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. And they don't even have to log in to do it!

Note: This functionality uses the Service Portal, which is available only in ServiceDesk. Mobile access is enabled by default for new users. But it can be selectively disabled for new and existing users. Learn more: User Login Information.

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]

     Label: Photo

     Display Type: Image Field

   • Click [Save]

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

     Label: Location

     Display Type: Geolocation

   • Click [Save]

The new fields are included automatically in the default Case form, but not on the form used by guest users, who haven't logged in. So the next is to modify the Form used by Guest users to include the new fields.

To modify the Guest Form:

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 configure the Service Portal to allow case creation:

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]

Finally, 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 ???