Tablets Now Supported On HP Service Manager (SM) 9.31 Service Request Catalog

The wait is over! Tablet support for HP Service Manager (SM) 9.31 Service Request Catalog (SRC) is now available. Time is your most valuable resource, and with SRC, end users and managers can troubleshoot even faster.

 

Supported Configurations:

  • Apple iPad (mini iPad is not recommended due to small screen size) running iOS 5 or later
  • Free downloadable “HP ITSM Service Request Catalog” iPad App (search in the iPad App Store using “hp src”)
  • Minimum 10-inch diagonal screen size Tablet running Android 2.2 or later, download on Google Play
  • HP Service Manager 9.31

Benefits to Users:

Stop running back to your desk to track open ticket progress. With this new App (available now at the iPad App Store and soon at Google Play) you can conveniently handle business user operations such as global search, service and support requests, approval and service subscription and more, right from your supported tablet device.   

 

Benefits to Managers:  

With real-time data right at your fingertips, you have all the information you need to make the right decisions at the right time.  

 

Step-by-step Implementation Instructions:

  1. Deploy the new Service Request Catalog (SRC) Web Server for Tablet and connect it to the existing/pre-installed SM 9.31 backend server. We’ve even included migration tools to further simplify the process. For example, customizations you have implemented in previous instances will be preserved.
  2. Install the “HP ITSM Service Request Catalog” App on a supported tablet device and verify the network connection.
  3. If you have “SRC Web Server for Desktop” installed (see illustration #1), then use the SRC migration tool to help migrate the previous customization to the new SRC Web Server for Tablet instance. 
  4. After you’ve completed the migration, restart the SRC Web Server for Tablet and verify the network connection.
  5. Determine if SSO / TSO is required (see illustration #2):
  • If so, then SRC desktop users will still need to connect through the SRC Web Server for Desktop instance.

If not, then SRC desktop users can connect through the SRC Web Server for Tablet and the SRC Web Server for Desktop instance can be retired.

 

Illustration #1:

SM tablet support 1.png

 

Illustration #2:           

tablet support 2.png        

 

Implementation Trouble-shooting Tips:

 

  • If you encounter a problem accessing the SRC Web Server for Tablet, tTy to reproduce the problem on the SRC Web Server for Desktop instance.  Since it is easier to research and address issues on the desktop version, start there to improve your trouble-shooting efficiency.

 

  • Make sure that your WiFi connection is setup successfully on your Tablet device.  If the URL for the SRC Web Server for Tablet is configured correctly, the Login page will pop up automatically.  If not figured correctly, an error message will appear in the connection web page.

 

  • If SSO / TSO is required, the SM Server must work with both instances (Desktop and Tablet) of the SRC Web Server. Establish a connection with the SRC Web Server for Tablet using the original tomcat port (e.g., 8080) set up in conf/server.xml. Also make sure that the following parameters are set as indicated:
    • src.security.ssoEnabled=false
    • src.security.mode=default

 

Installing SRC to your system is sure to increase productivity and jumpstart your organization’s success.

Get started now with QR codes below!

 

Apple iPad

HPITSMServiceRequestCatalogforiPadontheiTunesAppStore_kaywa.me_WL6Af.png

Google Play

HPServiceRequestCatalog-AndroidAppsaufGooglePlay_kaywa.me_PjJz3.png

 

Thanks for reading!

 

- Ming Feng, Wei Yan (Wilson), He Xu (Amy),  and Zhengyu Zhu (Jerry)

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