Setting up the Autotask LiveMobile app

SECURITY  Security level with Admin permissions for LiveMobile. Refer to Admin security settings.

NAVIGATION  Download the app and log into Autotask from a supported device

NAVIGATION   > Admin > Extensions & Integrations > LiveMobile > LiveMobile

Overview

Managed Service Providers (MSPs) need flexibility to manage client demands and get work done while away from their desks. LiveMobile enables Autotask users to access their necessary work while on the go. It is available for iOS and Android users.

All Autotask users have read-only access to their data with LiveMobile at no charge (no license activation is required). Depending on your Autotask option, read-write access may result in additional fees, so you must grant LiveMobile access to individual users.

The Autotask LiveMobile app for iOS and Android smartphones and tablets supports the entire ticket-to-time entry workflow and provides access to the calendar, organizations, contacts, documentation, expense reports, opportunities, queues, service calls, tasks, tickets, timesheets, and to-dos. To learn more about using the Autotask LiveMobile app, refer to Using Autotask LiveMobile for iOS and Android.

How to...

Administrators can enable LiveMobile for their resources by completing the following steps:

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Complete the acknowledgment.
  3. Select the check box next to the name of the resources who should receive access to LiveMobile. To enable access for all resources, select the check box in the header. Clear the check box in the header to undo the selection.
  4. Once the appropriate resources are selected, click Save. Selected resources will move to the bottom of the resource list. The selected resources will receive an email letting them know LiveMobile is activated.
  5. To automatically activate new resources in the future, select the Automatically activate all new resources check box.
  1. From your device Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product., download the Autotask LiveMobile application from the Apple App Store or the Google Play store.

IMPORTANT  Always install Autotask LiveMobile from the Apple App Store or the Google Play store. Installing the application from any other source, including Mobile Device Management (MDM) platforms, is unsupported and may produce inconsistent results.

  1. Install the application and launch it. Allow access to any permissions that LiveMobile requests.
  2. Sign into LiveMobile with the same credentials you use to access your Autotask implementation.
  3. If you have not yet accepted the Privacy Policy, you'll need to do so from the desktop version of Autotask. Refer to Consenting to the Privacy Policy (European Union).

Technical requirements

LiveMobile

Because of the large number of possible combinations of device models, operating systems and carriers, smartphone and tablet support is based mainly on the operating system version. If a device is considered as supported based on the following requirements and there is a compatibility problem, we will investigate the problem and resolve it as soon as possible.

Supported mobile platforms:

  • iOS 12.5.5 and higher
  • Android 9.0 and higher

Additionally, iOS devices are required to be protected by a passcode and Android devices are required to be protected by a PIN, pattern or password. Refer to your mobile device's user guide to learn how to set up these protections.

NOTE  Average page-load times for Autotask LiveMobile will vary depending on the device, operating system, and service provider.

To enable this feature, you must first enable biometric capabilities for your device. Refer to your mobile device's user guide to learn how to set up fingerprint and face recognition.

Once you have met the above prerequisites, perform the following steps.

  1. On iPhone or iPad: From within the LiveMobile application, tap (Settings icon) > Settings > LiveMobile and select Touch ID.
  2. On Android devices: From within the LiveMobile application, tap (more menu) > Settings and select Enable Biometric Login.
  3. Close the LiveMobile application.
  4. Launch the application. The log in page opens.
  1. A prompt appears, instructing you to touch the fingerprint sensor to log in.
  2. If you want to use biometric log in, provide your fingerprint authentication. If you do not want to use biometric log in, select Use password instead.

Two-Factor Authentication

To use Two-Factor Authentication in LiveMobile, your administrator must first enable it for your user account in Autotask.

NOTE  When you enable two-factor authentication for LiveMobile, it is enabled for the entire system to which you have access.

Third-party identity providers (IDPs)

Autotask LiveMobile is compatible with all OIDC-compliant identity providers.

After clicking the LiveMobile icon on a mobile device, users who use LiveMobile's Auto-login feature will receive a prompt to log in to the Identity Provider. Once successfully done, LiveMobile will open.

Users who don't use the Auto-login feature, as well as those logging into LiveMobile for the first time, will need to enter their PSA username and any value in the password field. You will then receive a prompt to log into your Identity Provider.

 

The LiveMobile application can display some content in portrait and landscape modes.

To enable landscape mode, ensure that Orientation Lock is disabled (for iOS) or that Auto Rotate is enabled (for Android).

The following behavior differences apply to mobile phones and tablets:

  • On mobile phones, landscape mode is restricted to the dashboard view and when using the RMM remote desktop feature.

  • On tablets, landscape mode is available application-wide.