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SDE Wireless Mobility Integration

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MagicMobile for BMC Service Desk Express

MagicMobile is a powerful and flexible wireless solution for remote incident, work order, change, and configuration management. MagicMobile provides real-time access to nearly all BMC Service Desk Express modules from a BlackBerry, iPhone or similar wireless device – any device that has a browser for that matter. With the ability to enter and close tickets on the spot, access technical specifications and history reports, and update record details from anywhere in the field, support staff productivity will increase as the overall cost of service delivery falls.

MagicMobile extends the benefits of your SDE investment through "anytime, anywhere" accessibility. Since MagicMobile directly accesses the SDE system, users can deploy a standard set of functionalities with an out-of-the-box installation, or configure MagicMobile to access custom modules available in their SDE application.

Synergy ITSM's consultants are experienced at adapting MagicMobile to meet our customers’ specific requirements.

Key Features and Benefits

  • Runs on any mobile device with an IE-compatible browser and TCP/IP wireless access
  • Compatible with Magic Service Desk 8.0 and higher versions of BMC Service Desk Express
  • Provides remote access to the following SDE modules out-of-the-box: Incidents, Incident Details, White Board, Work Orders, Work Order Details, Changes, Change Approvals, Inventory Catalogs, Inventory Items, Inventory History
  • Easily configurable for access to custom SDE modules
  • Pop-up grids with sort-able column headers
  • Size and arrange order of fields on your forms
  • Configure fields to be read-only, mandatory, or editable
  • Change field labels
  • Designed to integrate with a barcode scanning solution, such as MagicWand, to automate the input of asset tags and serial numbers
  • Use quick ticket templates to create new incidents
  • Create and view details for incidents, work orders, and inventory items
  • Change the status of incidents and work orders
  • Assign records to user and/or group
  • Approve or deny change requests
  • Intuitive navigation and user interface

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