Check the "Web Access Url" setting for that application within Configuration Centre. It should be pointing to an instance of Web Access that uses the same authentication policy. It looks from your screenshot like its pointing to "ServiceDesk_Test.Mobile" - is that a Web Access?
Thanks for responding, so should the url be exactly the same also? the mobile device does the translation?
You are right it's not the Web access, I have now changed it to point to the Web Access framework.
The Mobile Self Service (now called Fuse) application runs on the server and communicates with Web Access as an entry point to the rest of the Service Desk system. So the URL in the settings needs to be a URL that the server application can connect to. The client/device that accesses Fuse/MSS does not have any direct contact with Web Access.
I hope that explains it.
It makes sense, what I was trying to do was option one "Configuring a separate web address for Mobile Web Desk" of the document extract below.
Configuring Mobile Web Desk
Mobile Web Desk uses the same installation as the regular Web Access. You can control when Mobile Web
Desk rather than the regular Web Access appears in two ways:
l by creating a separate Web Access application and setting it to always display as Mobile, and as a
result using different web addresses for Mobile Web Desk and regular Web Access
l by associating specific device and operating system combinations with Mobile Web Desk
21LANDESK SERVICE DESK SETUP GUIDE
Configuring a separate web address for Mobile Web Desk
The easiest way of controlling when Mobile Web Desk is used is to add another Web Access application to
your Service Desk instance, and then set this to always display as Mobile Web Desk. The advantage of this
method is that you can be confident that regular Web Desk will not inadvertently be displayed on mobile
devices. The disadvantages are that you have to publish two web addresses, and maintain two
To create a separate web address for Mobile Web Desk:
1. In the LANDESK Configuration Center, open the required Service Desk instance.
2. Under the Available Applications heading, click Create alongside Web Access.
The Create Application dialog appears.
3. Create the application as described in Setting up the Service Desk Web Server on page 7.
NOTE: We recommend using a Name of the form instance.mobile.
4. On your Service Desk Web Server, browse to the folder
Where ServiceDesk.Mobile is the Name of the web application you want to use for Mobile Web Desk.
5. From this folder, open tps.config in a text editor.
6. Add the following line immediately above the line </appSettings> near the bottom of the file:
<add key="AlwaysMobile" value="true" />
7. Save the changes.
This web address now always displays Mobile Web Desk.
Associating specific devices with Mobile Web Desk
If you don't want to use separate web addresses, and maintain separate applications for Mobile Web Desk
and regular Web Access, there is an alternative. You can instead use a single Web Access application and
associate specific device and operating system combinations with Mobile Web Desk. The disadvantages of
this technique are that you need to configure each different device and version of device, and each version
of operating system on each device separately. If the operating system on a device is upgraded, you may
have to configure it to use Mobile Web Desk again. Similarly, if someone starts using a new version of a
device, you may have to configure it to use Mobile Web Desk.
To associate a specific device and operating system combination with Mobile Web Desk:
1. On the mobile device, display http://server/instance.webaccess/MobileConfig.aspx.
Where server/instance.webaccess is the standard Web Access address.
The Mobile Access Configuration page appears.
2. In the Password field, type mobile, then click Log on.
The page updates to show a button that enables you to toggle between Mobile Web Desk and
regular Web Desk.
NOTE: Clicking this button updates which version of Web Desk appears for ALL instances of that device running
that version of its operating system.