Documentation forSolarWinds Service Desk

Mobile application

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Introduction

SolarWinds Service Desk (SWSD) is available anytime anywhere, from any iOS or Android device. This ensures your employees have access to the support and resources they need to stay productive. It allows agents to work on records, make approvals, and track the status of their work queue at all times.

ITSM customers who migrate to Enterprise Service Management (ESM) can still use their mobile application, however after migration, access is limited to the IT service provider.

Download the app

Whether you are an administrator or agent, downloading the app is fast and simple. Based on your predefined user roles, you will have access to the relevant areas of the app.

To download, search for the SolarWinds Service Desk app in the App Store or Google Play store.

Navigation

When the mobile application opens, by default it opens to a list of incidents and service requests.

You can switch to any other module by clicking the 3-line menu in the black area above the list. A list of the modules then displays.

Available modules

Available modules are:

Deep linking

Deep links are a type of link that takes users directly to a specific location in the mobile app. Users can click a link from an external app such as Microsoft Outlook, MS Teams, or others, and be linked to the relevant location in the Mobile app.

When a user clicks a deep link, a browser opens for transition to a Safe Link, after which the mobile app opens to the targeted location.

For iOS users: Microsoft Edge and Google Chrome do not support Safe Links. If your organization relies on Safe Links, users can access this feature by setting Safari as the default web browser on their mobile devices.
ESM customers: Deep linking for non-IT service providers is not currently supported.

Multiple accounts

If you have access to multiple accounts, the mobile app will prompt you to provide the name of the account you are logging into.

Your organization's account name is typically the domain name portion of the URL. For example, in https://<account domain name>.samanage.com, your account name would be the portion between the brackets. For more information, see Manage multiple accounts.

If you are unable to determine your organization's web address, contact your service desk for assistance.

Enterprise Service Management (ESM)

SWSD supports a mobile-first approach, allowing agents to efficiently manage their tasks and provide support across multiple service providers, thereby improving overall productivity and user satisfaction. The mobile app is aligned with the ESM mode and provides these functionalities.

  • Ability switch service providers from your default screen. You can switch to another service provider by clicking the 3-line menu in the black area above the list, and then selecting a service provider from the dropdown menu.

  • User settings at the user level to maintain the centralized ESM approach.

  • Available modules for every new service provider: incidents, change catalog, solutions, tasks, and notifications.

Push notifications for non-IT service providers are not currently supported.

Log out

To log out of the mobile app:

  1. Tap the 3-line menu in the black area at the top and select Settings.

  2. In the Setting list, scroll to the bottom, and then select Log Out.

Troubleshooting

Lockout. After a user is locked out of the mobile application, the lock remains for 30 minutes before the user can log in again.

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