Remote User on XReach Mobile
This documentation page is made for XReach RemoteUsers using the Mobile apps (Android, iOS, Windows)
Creating your profile
The method of sending a User Request is the same for both the Remote and Expert Users
Go to the website and click on the Request an account button.
Fill out the form and click on the Send request button.
A GroupAdmin approves or rejects account requests and sends the invitation. This is done by a human being, they might be asleep!
You will receive an invitation email with a link to set your password.
Create a password and go to the mobile app login page.
Your password must have at least one lowercase letter, one uppercase letter, one number and one special character (!@# etc) - and must be minimum 8 characters of length.
First Login & Ticket Creation
When you login for the first time, you need to add the name of the server which is provided to you by Softability. In order to see the server field you need to double click on the App version.
In order to start creating a new ticket, tap on the Add button
Add the subject of the ticket, pick a group and write a short description of the issue. If your environment has extended fields, fill the mandatory fields.
Tap on the Save button.
Edit ticket
Select a ticket from the Ticket List View by tapping on it.
Tap on the Overflow Menu (...) button on the top right corner.
Select an action from the list - such as, Edit ticket, Assign Expert, Add Attachment.
You can edit the subject and description of the issue. If you have the extended fields by the Environment configurator, edit those fields too. Tap on the Save button to save changes.
To Assign an Expert, first select a person from the Expert List, then tap on the Save button.
You can upload a photo/video from the Camera Roll on your device, or take a new picture/video.
Managing images
Go to the Attachments tab and tap on an image to see the possible actions.
Tap on Edit to start annotating, or the Trash Bin to delete the image.
Image deletion requires an additional confirmation.
Annotating tools
Type into the textfield, tap to place and use the squeeze gesture to set the preferred size of text on the screen.
Brush works like a traditional drawing tool by applying the color and stroke.
Select a shape from the pop-up panel. Tap and squeeze to place it in your preferred size on the screen.
The eraser removes shapes, brush drawings or text as you drag it across an image.
To crop a part of the image, tap and squeeze in preferred size on the screen
Before using a brush or placing a shape on the screen, you can set the Line Width and Color of the line.
PDF viewing
Tap on the PDF thumbnail in the Attachments tab of a ticket.
You will be asked whether you wish to View or Delete the PDF.
Tap on View. The PDF file will be downloaded and opened on your mobile device.
Attachment download
Android
Tap on the attachment you would like to download
Tap on Download. The file will be downloaded and saved in the Download folder
iOS
Tap on attachment you would like to download
Tap on View. The file will be opened on your mobile device
Tap on the top right corner Send icon
Select Save to files option
Select the folder you want to save the file to
Tap on Save
Filtering tickets
Tap on the Filter icon from the top panel
Extend the fields and select the value from the list to search
To clear the filter, tap on the cross on the filter label
User Settings
App settings
To find the App Settings, you need to tap on the Menu button from the topbar.
By tapping on the Settings, you go straight to the proper section.
Here we go!
Forgot password
If you are unable to recall your password (tut, tut), and are stuck on the Login screen, then tap on the Forgot password? below the Login button. A new view opens, where you can input your E-Mail Address, and if it is valid, you will receive a link for resetting your password.
This link transports you to the XReach WebClient Change Password page, where you can input a new password.
Your password must have at least one lowercase letter, one uppercase letter, one number and one special character (!@# etc) - and must be minimum 8 characters of length.
After setting a new password, please try logging in again by using the XReach Mobile application.
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