CITSmart GO Application Manual

The purpose of the CITSmart GO application is to make offline technical attendance (when the attendant has no connection).

Before getting started

It is necessary:

To have configured the application in the ITSM instance;

To install the CITSmart GO application on the mobile (Android and iOS);

It is also necessary to delegate technical tasks on the CITSmart website so it will be possible to field attendance offline.

Procedure

🖊 Note: When logging into the CITSmart GO application, the first synchronization can take a few moments, because to work offline, you have to download all the requests and send the ones that have changed, so that the application works correctly.

Enter the login data of the application;
Select and click on the ticket you want. A screen with the request data will be presented, including the location map where it will make the service;
Click on "Execute Request" and then on "Other Data" (the options will be only available if there is a questionnaire linked to the ticket activity). Complete the data about the request execution and click on "Save";

🖊 Note: Only simple components of Neuro, for example, forms, can be rendered in the Mobile GO. These forms cannot have any JavaScript logic linked to them, they should be similar to the existing questionnaire in CITSmart SM.

✅ Rule: It is not possible to link a CI and a knowledge base through the GO mobile.

4. If you want to add some files, click on the "Attachments" tab;

5. Click on "Notes" and report the occurrence referring to the ticket and the date that it happened. It is also possible to save the time taken to solve the problem. The visualization of this report is available by the requester as well as the sending of the same to his/her e-mail by selecting the "Visible to the requester" and "Send to e-mail" options. Click on "Save";

6. Click on "Finish" and complete the data about the attendance conclusion. Select the attendance status (in progress, solved, or canceled) and detail it;

7. Click on "Collect Signature and Foward Flow" (see related document) or on "Save and keep current task" for completing the operation. It will automatically synchronize the changes. If the application does not find the network to complete the synchronization, it will present the "Automatic Update" icon to wait for a connection and complete the synchronization;

8. Manual synchronization of requests is available as soon as the application finds an accessible network. To do so, simply slide the screen down with your finger or click on the "Update List" icon ;

9. There are filters that make it easier to find the required ticket, and access it through the search box, or click on the "Filters" icon.