Mobile Service Desk User Guide

This document describes how to download, install, operate, troubleshoot and uninstall the Aeroprise Mobility for BMC Remedy demo application for Incident Management on BlackBerry:

Table of Contents Download and Install Launch Aeroprise Download Records View and Modify Records Search Records Create Records Who’s On? Uninstall Troubleshoot

Download and Install Aeroprise Demo

1. Register for an Aeroprise demo app here
2. Click on the download link you received via email.
   
   
3. Click Download
   
4. The Aeroprise Demo download and installation will take a few minutes, depending on your network connectivity.
5. After the download, sign up for a demo account online.

Note: After installing, the Aeroprise icon may be placed in the Downloads folder on the Home screen.

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Launch the Aeroprise Demo

1. On the Home screen, click the Aeroprise icon
   
   
2. The first time you launch the Aeroprise Demo, you will be take to the Settings screen
3. In the Aeroprise Server URL field, enter: http://69.27.178.157/cgi-bin/awg/
   
4. Press the Menu key
5. Click Main Menu
   

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Download Records

1. On the Aeroprise screen, click the Records button
   
2. The BMC Remedy records will download in a few minutes depending on network connectivity. Two bars of coverage must be available for the download to commence. Do not press any buttons on the BlackBerry device while records are downloading.
   
3. When the download is complete, you’ll see a list of BMC Remedy records.
   

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View and Modify Records

1. To open a record, click the Menu key. You can open records in either Read-Only or Modify mode.
2. To view a record without making any changes, click Read-Only. Read-Only mode opens records faster and is not firing active links. Use Read-Only mode for demos where record updates are not required.
   
3. To make changes to a record, click Modify
4. Press the Menu key
5. Click Change Option
   
6. Enter new values or select an item from the menu
   
7. Press the Menu key
8. Click Update to save changes to BMC Remedy
   

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Search Records

1. On the Aeroprise screen, click the Search button
   
   
2. Enter the fields and values for your search.
   
3. Press the Menu key
4. Click Search Downloaded to search local information on your BlackBerry or Search Server to search the BMC Remedy database
   

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Creating Records

1. On the Aeroprise screen, click the Create button
   
2. Enter the information
   
3. Press the Menu key
4. Click Submit to update BMC Remedy
   
5. A confirmation message will appear when the request is complete
   

Note: If the request is unsuccessful, an error will appear in your Conflicts report. Errors and Conflicts can be accessed by clicking the Conflicts button on the Aeroprise screen.

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Who's On

Who’s On? is a report displaying all users in your work group who are currently connected to BMC Remedy from a mobile device.

1. On the Aeroprise screen, press the Menu key
2. Click Who’s On?
   
3. To call or email people in the Who’s On? report, click the phone number or email address you want to contact
4. Press the Menu key
5. Click either Email or Call
   

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Uninstall Aeroprise Demo

1. On the Home screen, click the Options icon
2. Click Advanced Options > Applications > Aeroprise
3. Press the Menu mey
4. Click Delete
5. Restart the BlackBerry device

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Troubleshoot

If you can't see any records, you can easily refresh the list:

1. On the Aeroprise screen, click the Logout button
2. Click Clear All Data
3. Select Yes to continue
4. Ticket List will refresh in a few minutes

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