Mobile App

The OTRS mobile app offers you the possibility of using the OTRS agent interface on a mobile device. The app supports multiple accounts with one-tap switching. Furthermore, the app supports two-factor authentication methods.

The OTRS mobile app is available in the Google Play Store and Apple App Store.

The usage of OTRS on a mobile device is the same as in the browser. This chapter only describes how to link the app with an OTRS account.

Manage Accounts

After starting the app, the account management screen is displayed and lists the connected OTRS instances. It is possible to use multiple OTRS instances for your job. As you add an account, the related OTRS instance will also be added and listed on the account management screen.

Account Management Screen

Account Management Screen

To add an account:

  1. Tap the Add New button.
  2. Fill in the required fields.
  3. Tap the Save button.
Link Account Screen

Link Account Screen

The app now establishes connection with the web server and checks if everything is in order. After successfully being added, the account is displayed on the account management screen.

To edit an account:

  1. Tap the Edit icon in the title bar.
  2. Tap the Edit button next to an account.
  3. Modify the fields.
  4. Tap the Save button.
Edit or Remove Account

Edit or Remove Account

To remove an account:

  1. Tap the Edit icon in the title bar.
  2. Tap the Remove button next to an account.
  3. Confirm the message by tapping OK button.

Using the App

After installing the app and linking a new account, OTRS can be used like it would be in a browser.

To log in to an account, simply tap on it once in the list. The app will log in using the supplied credentials and show the dashboard of OTRS.

Dashboard on a Mobile Device

Dashboard on a Mobile Device

Note

In case the account has any of the two-factor authentication methods setup, you will be asked to complete the authentication challenge in order to log in.

The app contains a title bar where the name of the OTRS instance is displayed. The arrow icon in the top left corner switches you back to the account management screen. The arrows in the top right corner can be used to switch back and forward within the views of OTRS.

The organizer sidebar is collapsed and can be expanded together with the main menu by tapping the main menu icon in the top left corner.

Organizer Sidebar and Main Menu

Organizer Sidebar and Main Menu

For reasons of space, the icons in the breadcrumb bar are not displayed when the mobile device is in portrait mode. In order to display the actions, the mobile device needs to be turned into landscape mode.

Portrait Mode

Portrait Mode

A small icon in the breadcrumb bar indicates to turn the mobile device into landscape mode.

Landscape Mode

Landscape Mode