REST Sample Mobile User Interface

REST Sample Mobile User Interface

The REST sample mobile user interface provides two user interfaces: Analyst and Employee. This sample also supports the Administrator, Level 1 Analyst, and Employee roles. After you log in to CA SDM, the Administrator and Level 1 Analyst roles view the analyst interface. The Employee role only views the employee interface. For an invalid login, CA SDM rejects the login request and displays a message. If an administrator disabled Automatic Priority Calculation, the Priority field appears on create and edit pages.

Important! This functionality applies only to the sample program provided in CA SDM Release 12.9. It is not a design restricted in the REST Web Services application itself.

Fields that use autosuggest require a value selection from the auto suggestion list, such as the assignee and Incident Area. If you do not select a value, the user input for that field clears.

Note: We recommend that you navigate REST interfaces with the provided buttons, instead of using the browser back and forward options. For example, select Home or Cancel to return to a previous page.

You configure REST during the CA SDM configuration, but you enable the sample mobile interface manually.

Analysts can perform the following tasks:

• View Announcements.

  Default: Sorted by Posted Date

• View Incidents that CA SDM assigned to the Analyst.
• View Assigned and Unassigned Incidents.
• Sort Incidents.

  Default: Sorted by Open Date.

• Search for an Incident.
• Create an Incident.
• Modify the Status, Urgency, and Impact of the Incident.
• View and update the Activity Log with a comment, or specify Callback or Research.

  Default: Sorted by Activity Date.

Employees can perform the following tasks:

• View Announcements.
• View open and closed Incidents that an end user created.
• Sort Incidents, such as by Open Date.
• Create an Incident.
• Update the Activity Log with a comment.
• Search for an Incident.
• Modify the Incident status from Open to Closed, or Closed to Open.

Note: An asterisk indicates a required field.

This section contains the following topics:

Deploy the REST Mobile Sample User Interface

Deploy the REST Mobile Sample User Interface

The REST mobile sample user interface lets the analyst to manage incidents on mobile devices. The administrator enables REST Web Services during product configuration and copies files on the CA SDM computer to enable the REST mobile sample user interface. The analyst uses the mobile interface to manage incidents that end users open in CA SDM.

The following diagram explains how an administrator enables REST Web Services so that the analyst can manage incidents in the queue:

Follow these steps:

1. Configure REST Web Services.
2. Enable the REST Mobile Sample User Interface.
3. Manage Incidents from the REST Mobile Sample Interface.

Configure REST Web Services

The administrator enables REST Web Services during the CA SDM configuration. By default, the CA SDM configuration does not enable REST Web Services.

Follow these steps:

1. Complete one of the following actions:
   • Install CA SDM and wait for the configuration dialog to appear.
   • If you already installed CA SDM and you previously did not configure REST Web Services, execute pdm_configure from the command-line interface. On Windows, click Start, Programs, CA, Service Desk Manager, Configure.

   The configuration dialog opens.

2. Confirm the configuration information for the General Settings, System Accounts, Database, and Web Interface dialogs.

   The REST Web Services dialog opens.

3. Enable the Configure REST Web Services option.
4. Specify the REST Tomcat Port.

   Default: 8050

5. Specify the REST Tomcat Shutdown Port.

   Default: 8055

6. Click Next and continue the CA SDM configuration.

   The configuration completes.

Enable the REST Mobile Sample UI

CA SDM disables the REST Mobile Sample user interface by default to prevent undesired access to the MDB. The administrator enables this interface manually.

Follow these steps:

1. Locate the following directory on the CA SDM computer where REST web services is installed and configured:

   $NX_ROOT/samples/sdk/rest/mobiledemo
   

2. Copy this directory to the following location:

   $NX_ROOT/bopcfg/www/CATALINA_BASE_REST/webapps
   

   Note: You do not have to restart Tomcat.

   The REST Mobile Sample user interface is enabled.

3. (Optional) If you want to disable the REST sample user interface, remove the mobiledemo directory from /webapps.

Manage Incidents from the REST Mobile Sample Interface

The analyst or an employee views the REST mobile sample interface on their mobile device to manage incidents in the queue. For example, the analyst opens Incident 30 to log an internal-only comment.

Follow these steps:

1. Open the following URL on your mobile device:

   http://hostname:REST-Tomcat-port/mobiledemo/login.html
   

   The sample REST mobile interface login page opens.

2. Log in to CA SDM using your credentials.

   The REST mobile analyst home page opens.

3. Select Assigned Incidents.
4. Select an Incident, such as Incident 30.
5. Select Create Activity on the detail page.
6. Select Log Comment from the drop-down list.
7. Select Yes from the Internal option.
8. Enter a comment and select Save.

Example: Analyst Interface Home Page

The following image displays the REST sample analyst mobile home page:

Example: Employee Interface Home Page

The following image displays the REST sample employee mobile home page:

Example: Employee Creates an Incident

In this example, an employee logs in to the REST interface on the server to create an Incident for a network problem on their computer.

Follow these steps:

1. The employee logs in to the REST mobile interface.
2. The employee selects Create a new Incident.
3. The employee completes the following information:
   • Enters their telephone number
   • Enters their email address
   • (Required) Selects 3-Quickly from the Urgency drop-down list
   • Enters Network as the Incident Area
   • Enters a summary of the Incident

     For example, the summary specifies that the employee cannot access the company network on a laptop.

   • (Required) Enters a description of the Incident

     For example, the description specifies the name of the end-user laptop on the network and hardware details.

4. The employee selects Save.

   The Incident is created and a message displays the Incident number.