Remerciez-le!

Remerciez @Admin pour avoir partagé cet document gratuitement, de la manière la plus simple, en partageant sur les réseaux sociaux.

HP Service Manager GetIT Application For the Supported Windows® operating syste

HP Service Manager GetIT Application For the Supported Windows® operating systems Software Version: 9.32 User Guide Document Release Date: December 2013 Software Release Date: December 2013 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice. Restricted Rights Legend Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license. Copyright Notice © Copyright 1994-2013 Hewlett-Packard Development Company, L.P. Trademark Notices Adobe® is a trademark of Adobe Systems Incorporated. AMD and the AMD logo are trademarks of Advanced Micro Devices, Inc. Intel and Pentium are trademarks or registered trademarks of Intel Corporation in the United States, other countries, or both. Java and Oracle® are registered trademarks of Oracle and/or its affiliates. Microsoft® and Windows® are U.S. registered trademarks of Microsoft Corporation. UNIX® is a registered trademark of The Open Group. Documentation Updates The title page of this document contains the following identifying information: l Software Version number, which indicates the software version. l Document Release Date, which changes each time the document is updated. l Software Release Date, which indicates the release date of this version of the software. To check for recent updates or to verify that you are using the most recent edition of a document, go to: http://h20230.www2.hp.com/selfsolve/manuals This site requires that you register for an HP Passport and sign in. To register for an HP Passport ID, go to: http://h20229.www2.hp.com/passport-registration.html Or click the New users - please register link on the HP Passport login page. You will also receive updated or new editions if you subscribe to the appropriate product support service. Contact your HP sales representative for details. Support Visit the HP Software Support Online web site at: http://www.hp.com/go/hpsoftwaresupport This web site provides contact information and details about the products, services, and support that HP Software offers. HP Software online support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. As a valued support customer, you can benefit by using the support web site to: l Search for knowledge documents of interest l Submit and track support cases and enhancement requests l Download software patches l Manage support contracts l Look up HP support contacts l Review information about available services l Enter into discussions with other software customers l Research and register for software training Most of the support areas require that you register as an HP Passport user and sign in. Many also require a support contract. To register for an HP Passport ID, go to: http://h20229.www2.hp.com/passport-registration.html To find more information about access levels, go to: http://h20230.www2.hp.com/new_access_levels.jsp HP Software Solutions Now accesses the HPSW Solution and Integration Portal Web site. This site enables you to explore HP Product Solutions to meet your business needs, includes a full list of Integrations between HP Products, as well as a listing of ITIL Processes. The URL for this Web site is http://h20230.www2.hp.com/sc/solutions/index.jsp Contents Contents 5 Chapter 1: Overview 6 Chapter 2: Launching the GetIT application 7 Log on to HP Anywhere 7 Log on to the GetIT application 7 Chapter 3: Using the GetIT application 12 Search the knowledge base 12 Open a support ticket 13 View opened and closed tickets 15 Ask friends for help 17 We appreciate your feedback! 20 Chapter 1: Overview The Service Manager GetIT application enables you to search knowledge base, submit and view your submitted tickets from your mobile device by using HP Anywhere. You can also ask your friends for help through HP Anywhere activity when you cannot find any solutions in the knowledge base. This guide provides the basic instructions on how to launch and use the GetIT application on your smartphone. To prepare for launching the GetIT application on your smartphone, make sure: l You have downloaded and installed the following software: n HP Service Manager GetIT application for smartphone 1.0.0 n HP Anywhere 10.10 (on the server) n HP Anywhere 10.10 (on the smartphone) n HP Service Manager 9.32 l Your smartphone meets the following requirements: n The operating system is iOS 7.0 or Android 4.0 n The smartphone communicates with the HP Anywhere Server by using Wi-Fi or 3G HP Service Manager GetIT Application (9.32) Page 6 of 21 Chapter 2: Launching the GetIT application To launch the GetIT application, you must first log on to HP Anywhere and then log on to the GetIT application. This chapter includes: l "Log on to HP Anywhere" below l "Log on to the GetIT application" below Log on to HP Anywhere To log on to HP Anywhere, follow the steps below: 1. Tap the HP Anywhere icon on your smartphone. The HP Anywhere login page opens. 2. Type your user name, password, and the URL (including the port number) for the HP Anywhere Server. 3. Tap Login. Log on to the GetIT application To log on to the GetIT application, follow the steps below: HP Service Manager GetIT Application (9.32) Page 7 of 21 1. Go to My Apps page, tap . 2. Enable the GetIT Application. Refer to the following screenshots as an example: User Guide Page 8 of 21 HP Service Manager GetIT Application (9.32) 3. Set user name and password for the Basic Authentication Mode. You will get a warning message if user name and password are not set when launching the GetIT Application. If you does not get the warning, the administrator has enabled LWSSO as the authentication mode. a. Tap the gear icon and go to the Settings tab. User Guide Page 9 of 21 HP Service Manager GetIT Application (9.32) b. Tap GetIT > Data source Info and set your user Name and password. 4. Return to My Apps page and tap the GetIT Application icon. User Guide Page 10 of 21 HP Service Manager GetIT Application (9.32) Now you have logged on to the GetIT application. User Guide Page 11 of 21 HP Service Manager GetIT Application (9.32) Chapter 3: Using the GetIT application The GetIT application enables you to perform the following tasks: l "Search the knowledge base" below l "Open a support ticket" on the next page l "View opened and closed tickets" on page 15 l "Ask friends for help" on page 17 Search the knowledge base When you launch the GetIT application for the first time, it may take some time to download and initialize the application. The default page is Search Knowledge, which enables you to search the knowledge base for your questions. To search the knowledge base, follow the steps below: 1. Type your issue and tap the magnifier icon to search the knowledge base. 2. Tap the result record and view the knowledge article. HP Service Manager GetIT Application (9.32) Page 12 of 21 3. Tap on the tool bar or tap Cancel on the bottom to return to the search results. 4. You can also add feedback to the knowledge article by tapping Add Feedback. Open a support ticket If you cannot find the knowledge article to address your issue, you can also open a support ticket. To open a support, follow the steps below: User Guide Page 13 of 21 HP Service Manager GetIT Application (9.32) 1. Tap Open Ticket in the menu or tap on the bottom: 2. Type the required information for a support ticket: User Guide Page 14 of 21 HP Service Manager GetIT Application (9.32) 3. You can also take and upload pictures as attachments. 4. Tap Submit to submit the ticket. View opened and closed tickets To view your opened and closed tickets, follow the steps below: User Guide Page 15 of 21 HP Service Manager GetIT Application (9.32) 1. Tap or to view your submitted tickets. 2. Tap the record to view the content of a ticket. User Guide Page 16 of 21 HP Service Manager GetIT Application (9.32) 3. You can update, close or resubmit the ticket by tap the buttons on the bottom of the screen. Ask friends for help To ask your friends for help, follow the steps below: User Guide Page 17 of 21 HP Service Manager GetIT Application (9.32) 1. Tap Ask Friends in the search knowledge page: 2. Type the title and description for your issue: User Guide Page 18 of 21 HP Service Manager GetIT Application (9.32) 3. Tap Create. 4. You can view your activities from HP Anywhere Front Page. For details on activities and collaboration, see the HP Anywhere User Guide. User Guide Page 19 of 21 HP Service Manager GetIT Application (9.32) We appreciate your feedback! If you have comments about this document, uploads/s1/ hp-service-manager-get-it-application-user-guide.pdf