Workplace Agent for mobile - Key features, actions, and case details
The Workplace Agent for mobile lets you manage your workplace cases, maintenance cases, move cases and, tasks associated with them on the go using your mobile device.
Workplace Agent for mobile - Capabilities
The Workplace Agent for mobile is designed for a workplace agent to handle any cases raised from the Workplace Service Delivery applications at any time. The application mainly intends to save time by letting you view or work on a case from anywhere using just a mobile device. As an agent, you can view, edit, update, and resolve a case based on the progress.
When you log in to the application as an agent, the application displays all the workplace cases that are associated with you. You can get details such as the number of cases that are assigned to you, the details of the cases that are assigned to you, the cases that are assigned to your assignment group, and also the unassigned cases that belong to the agent assignment group.
When you log in as an agent, you can use a quick action to create a case or task without having to connect to a parent case. Use the search icon 
from the top-right corner to search for cases, tasks, articles, services and people from the Work view page. The AI search provides results from Workplace case, Workplace task,
Knowledge articles within the workplace service or users.
- Work view: The launch screen displays the Work view page by default. The Work view screen displays all your workplace case-related information categorized under various sections. Refer to the Workplace Agent for Mobile - Work view topic below.
- Articles: The Articles tab displays the knowledge base articles created by your organization. The search option uses AI and is used to search for the articles within the workplace service.
- Notifications: The Notifications tab displays notifications of the cases that have breached SLAs and more.
- Saved: The Saved tab displays any cases or tasks that you have saved for a quick view or for any other reason.
- Settings: The Settings page enables you to make settings related to your profile and more. You can also switch to an offline mode. When you work on an offline mode, you can perform any action without an internet connection. Once you turn on to the online mode, the changes are all synchronized automatically. If there are any conflicts, you can resolve them in your outbox.
Workplace Agent for mobile - Work view
- My work overview
- The My work overview section displays a report of the cases and tasks that are assigned to the logged in workplace agent under various statuses.
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- Create a task: Agents can create a task without connecting to any parent cases.
- My schedule: Displays only those cases and tasks which have expected start and due date available in a calendar view. You can also create a task from the My schedule page associating with a parent
case.
Save: The Save option (
) saves the case so you can view it easily in a single window. You can view the saved cases in the Saved tab at the bottom of the screen.To return to the current date on the calendar view, select the
icon. - Unassigned work: Displays all the unassigned cases and tasks of one or more assignment groups to which you belong. The unassigned cases and tasks are assigned to the assignment group but aren't
assigned to any workplace agent.
Cases and tasks appear in a list segmented under their respective tabs. They can also be filtered using case and task filters.
- My work
- The My work section displays the details of the cases/tasks that you’re handling. The cases are displayed as cards with details such as the type of workplace case, the priority of the case, the case
number, the current state of the case, the assignment group associated with the case, the user for whom the case was requested and the location for which the case is requested along with the location pin to view it on the
floor map.
You can swipe the list to the right to view more cases and also select See all to view a complete list of all the cases in a separate screen.
- Group work
- The Group work section enables you to view the workplace cases assigned to you and your assignment group under the following categories:
- Open Critical: Displays a list of critical cases.
- Open unassigned cases by priority: Displays a list of cases that are associated with your assignment group but is unassigned to anyone. The cases are displayed by priority
- Open unassigned: Displays a list of cases and tasks that are unassigned.
At any time, you can select the case details to view more details of the case or task in a separate screen.
Workplace case details - Overview and actions
The application enables you to view complete details of a workplace case, maintenance case, move case, space configuration case, and tasks associated with the case. The case details view provides you with a similar view as that of what you see when you open the case in a native view on a desktop/laptop.
The application's launch screen, as a workplace agent, you can work on any case based on its priority, assignment status, current state and more. The Work view displays cases based on various categories to make it easier for you to start working.
- Workplace case
- Workplace reservation case
- Move case
- Preventive maintenance case
- Corrective maintenance case
The case details screen for all types of cases displays complete details of the case along with the related lists.
- Location pin: Select the Location pin (
) to view the location pin of the workplace location on the floor map above the related lists. - Save: The Save option () enables you to save the case in case you want to view it easily in a single window. You can view the saved cases in the Saved tab at the bottom of the screen.
- Related lists: The following related lists are displayed:
- Details
- Displays the details of the case such as the description, the workplace service using which the case is requested, the employee for whom the case is requested, the user who opened the case, the workplace location for
which the case is created, the date when the case was requested and other details like expected start time and due date.
- If you’re viewing a move case, you can view the details such as the From location, To location, Reason for move, Requested move date and the Due date by when the move must be performed.
- If you’re viewing a maintenance case, you can view the details such as the Product model of an asset and Enterprise asset.
- Variables
- Displays the variables entered on the form when the case was requested by the requester.
- Activity
- Displays the various activities performed on the workplace case since its creation.
- Child Cases
- Displays the child cases created for this case.
- Child tasks
- Displays the child tasks created to fulfill the case. You can select the child task to view the task details in a separate page. For more information about viewing task details and more, refer to the Workplace task details - Overview and actions topic below.
- Approvers
- Displays the approvers related to the case.
- Case SLAs
- Displays the SLAs associated with the case. If any child case or task breaches an SLA, the case card is displayed with a Breached tag.
- Attached knowledge
- Displays any knowledge articles associated with the case. You can select the link to navigate to the knowledge base article on a separate page.
- Related cases
- Displays cases related to this workplace if there are any. In case of a preventive case or a corrective maintenance case, the Related cases related list is displayed as Workplace cases.
- Case conflict review
- The related list appears only for the move case. Displays the conflicts.
- Requested service items
- Displays the service items that are requested along with the case.
- Fulfillment instructions
- Displays the fulfillment instruction to fulfill the workplace case. You can select the link to navigate to the knowledge base article containing the fulfillment instruction on a separate page.
When you open a move case, the following related lists are displayed:
- Edit case
- The Edit case option enables to edit a case at any time.
- Comment
- The Comment option enables you to add comments to a workplace whenever you want to add more information or make an update about the progress. You can add work notes to notify other agents and additional comments to inform the requester.
- Assign to me
- The Assign to me option enables you to assign the case to yourself if the case is unassigned and if the case belongs to the assignment group to which you belong. The option is displayed only if the case is unassigned.
) on the top-right header of the case details page to view further actions listed below:- Add comments
- The option enables you to post comments to the case. It’s the same as the Comment action on the page. You can add work notes to notify other agents and additional comments to inform the requester.
- Assign case
- The option enables you to assign the case to another workplace agent. The option is displayed only if the task is unassigned.
- Create task
- The option enables you to create a child task and a parent case is already associated.
- Attach knowledge
- The option enables you to add any knowledge base articles to the workplace case whenever required. You can search from a list of available knowledge base articles. You can add multiple articles to a case.
- Update checklist
- The option enables you to update any checklist items if necessary.
- Update state
- The option enables you to update the current state of the case.
- View attachments
- The option enables you to view all the attachments of the case at a single place.
Workplace task details - Overview and actions
The application enables you to close tasks at any time. You can open a task from your Work view or by opening the case to which it’s associated with.
The workplace task details card displays information such as the task number, the priority of the task, the task name, the current state of the task, the assignment group to which the task is assigned, the workplace location for which the task is created and the location pin of the workplace location to view it on the floor map.
When you select the workplace task details card, the task details open in a separate screen. The task details display the details of the task and the activities performed on the task.
- Location pin: Select the Location pin () to view the location pin of the workplace location associated with the task on the floor map
- Save: The Save option () enables you to save the case in case you want to view it easily in a single window. You can view the saved cases in the Saved tab at the bottom of the screen.
- Details
- Displays the task details such as the descriptions, the task type, the location for which the task is created, the assignment group, the workplace service item that is included in the task, the vendor, the sign template, the details of the user who opened the task and when the task was opened, and more. You can also view the parent case details of the task. The expected start time and due date details are also displayed.
- Activity
- Displays the details of all the activities performed on the task. You can also add a comment if necessary and add attachments. You can add attachments like files, images, and even capture a photo or a video with the camera.
- Edit
- The option enables you to the edit the task details at any time.
- Comment
- The option enables you to post comments on the task. You can post work notes and also additional comments.
For more actions, select the action menu on the top-right header of the task details page. The following actions are displayed:
- Assign task
- The option enables you to assign the task to an agent if necessary. The option is displayed only if the task is unassigned.
- Add comment
- The option enables you to add comments to the case. You can add work notes to notify other agents and additional comments to inform the requester.
- Update checklist
- The option enables you to update any checklist items if necessary.
- Update state
- The option enables you to update the current state of the task based on your progress.
- View attachments
- The option enables you to view all the attachments of the task at a single place.