vFire App System Administrator Notes

The vFire app is designed to be an easy way for end users to access their calls, approvals, orders and asset lists. They can add notes and view the history of the call, action approvals, and view orders and assets, and, from 9.9.1, log calls.

First, check that your system meets the required prerequisites. Then ensure that your users have the access permissions required to allow them to log calls, and access appropriate call templates, services and assets.

vFire App Prerequisites

The vFire app is designed for users to log calls, and view their calls, approvals, order and assets. Before users can install the app on their mobile devices, you need to ensure that your system meets the following prerequisites, and configure your environment.

  • The app uses the Alemba API, which is installed by default when you install/upgrade to 9.7 or above. The Alemba API and the Alemba.web services must be running on the relevant server.
  • You must be using vFire Core 9.10.1 or above (server version). If you are running a lower version of vFire Core, users may experience issues.
  • The mobile device must be able to navigate to the vFire HTML pages delivered via IIS web services. This may require you to configure your firewall.
  • Ensure that your authentication is correctly configured for the app. See the documentation on Authentication in the online help for more details.
  • Users must have a valid vFire login account, and be flagged as a User and/or Analyst.
  • Users must know their system name and URL to configure the settings when they first use the app, or change device.
  • The app is currently available on Windows 8.1 and 10; iOS version 11; and Android version 6.0.1 phones or higher.

Tested Platforms

The app has been tested on the following devices. (Other devices are also supported.)

  • HP Elite X3 running Windows 10 Mobile
  • iPhone 6+ running iOS 11.2.6
  • Samsung Galaxy S5 running Android version 6.0.1

Compatibility Statement

Currently, the app is only available in English, and for the mobile phone types and platforms specified. We do not support other tablets or devices in this release. If in doubt, please assume that the prerequisites outlined above are accurate.

vFire App and Authentication

When users first attempt to log in to the app, they are prompted for the following information:

Server Name The server ip address or server name
System Name The system name, as defined in the server console, under Virtual Directory
HTTP Secure Choose whether you want to use this setting

They should be informed of the appropriate entries for these settings.

They must also exist as Users in vFire Core, with a valid login id and password. If they are not already established users of vFire, you should also inform them of these details.

From 9.9.1, the app supports windows authentication. For more details on using authentication, see the Authentication topic in the online help.

vFire App and Partitioning

The vFire app uses the same partitioning rules as the vFire Self Service portal.

Access Permissions

The app uses the security role and other permissions set for the user or analyst in vFire Core.

User App Permissions

If the login is as a user, they can log calls, and view their calls, approvals, orders and assets. App user permissions are determined by the settings in the Self Service Portal Role: Options Tab in the user's Self Service Portal role.

To log calls, users must have Log Calls selected in the Self Service Portal Role: Options Tab of your Self Service Portal role.

Access to call templates when logging calls is determined by the permissions in the Call Templates tab of the user's Self Service Portal role, and, if used, by the stream and status of the call.

When a call is logged via the app, the logging method will be declared as 'Portal'.

To see a service, the user must:

  • Have a stakeholder role, and Review Own Services selected in the CMDB tab of their Self Service Portal role to see their own services.
  • Have Review All Services selected in the CMDB tab of their Self Service Portal role to see all or their organization's services.
  • Be the user specified in the User field on the Service Details window.

To see an asset, the user must:

  • Have a stakeholder role, and Review Own CIs selected in the CMDB tab of their Self Service Portal role to see their own assets.
  • Have Review All CIs selected in the CMDB tab of their Self Service Portal role to see all or their organization's assets.
  • Be the user specified in the User field on the CI Details window.

Analyst App Permissions

If the login is as an analyst, they can view their Viewing Call Lists in the vFire App (Analyst login), and details of Viewing and Updating Calls in the vFire App (Analyst login)assigned or forwarded to them. They can Forwarding a Call Internally to another analyst or group, Updating the Call Notes, review Viewing Call History, change the status or Closing a call.

Their security permissions are taken from the settings in their