OpsMerge Tech mobile app

OpsMerge Tech is the technician app for iPhone and Android. It is built for the moments a laptop is not to hand: standing in front of a machine, walking between desks, or on call. It is not the whole console on a small screen. It covers tickets, devices, alerts, clients and notifications, and leaves the rest to the browser.

The app is in beta. It is distributed through TestFlight on iOS and Play internal testing on Android; ask us for an invite.

Signing in

Sign in with your usual OpsMerge username, password and 2FA code. After that the phone stays signed in and unlocks with Face ID, Touch ID or your device's fingerprint. The credential that keeps you signed in is locked to the biometrics enrolled on the phone at the operating-system level, not just behind a screen in the app: it cannot be read without the prompt, is never included in a backup, and never moves to another phone.

Three consequences worth knowing:

• Changing your biometrics (adding a fingerprint, resetting Face ID) invalidates the stored credential. The app will ask you to sign in again with your password and 2FA. This is deliberate.
• No biometrics enrolled? The app falls back to your phone's passcode or PIN at unlock, and the stored credential is protected by the phone's lock only. Enrol a fingerprint or face for the stronger mode.
• After 15 minutes in the background, or 15 minutes untouched in the foreground, the app locks. The app switcher shows a blurred card while locked; on Android, screenshots are blocked.

Signing out on the phone, or an admin removing the device from My profile > Devices, ends the session immediately, including any session already in use. A device session also expires ninety days after enrolment regardless of use, and if an old copy of the credential is ever presented the whole device session is revoked.

Portal (client) accounts cannot sign in; the app is for MSP staff only.

Tickets

• Queue: search, plus Mine, Unassigned and Open chips, and your saved views from the console. A default saved view applies on open. New raises a ticket: client, site, contact, subject, description, impact and urgency (priority is worked out from those, same as the console), assigned to you by default.
• Ticket: the conversation, attachments (tap to preview or share), SLA chips, and a reply box. Replies are internal by default so a quick note never reaches the customer by accident. Change status and priority, and pick an assignee from the technician list (or tap Me).
• Photos: Photo in the reply box takes a picture or picks one from the library, resized on the phone, and attaches it to your reply. Attach several; they upload when you send. Photos count against the 10 MB per-file limit.
• Canned responses: Canned lists your shared and personal responses; picking one renders it against this ticket (requester name, your signature) and drops the text into the reply for you to edit.
• Timer: the timer card starts, pauses and stops time on the ticket, ticking while it runs. Stop & log banks a time entry (whole minutes, billable by default with your organisation's rounding) and says what was logged. Closing or cancelling a ticket with a timer running asks you to stop and log first. Starting a timer pauses your others unless you have turned that off in the console.
• The queue and any open ticket stay live while the app is open, and refresh when you return to it.

Devices

The Assets tab lists every device the agent reports, with presence (online, disconnected, offline), the client and site, and quick flags for maintenance mode, a pending reboot, failing checks and outstanding patches. Search matches the device name, hostname, serial number, model and the signed-in user. Chips narrow to online, offline, servers or workstations.

Open a device for:

• Live CPU and memory, polled while the device is online. A reading marked cached is the last one the agent sent, not a live figure.
• Identity: make and model, serial, OS, CPU, RAM, signed-in user, uptime, public IP and agent version.
• Disks and network interfaces.
• Run, Checks, Patches, Apps (winget inventory), Software, Alerts, Tickets linked to the device, recent Users, History, and Notes.

Each of those tabs needs the same permission as the matching console page. If your role lacks one, the tab says so rather than failing.

Actions

With the agents.cmd permission you can Reboot now, Reboot later (pick 5 minutes to 4 hours; the device gets the usual operating-system warning), Shut down, and switch Maintenance mode on or off, which suppresses alerts for that device. Power actions ask you to confirm and wait for the agent to acknowledge; if the agent does not answer within fifteen seconds the app says so and nothing is retried automatically.

New ticket creates a ticket for the device's client, linked to the device, and opens it. Priority is worked out from the impact and urgency you pick, the same as the console. Edit changes the display name and description (agents.edit).

Remote control and a terminal are not available from the phone. Connect needs the desktop client, and a shell on a phone keyboard is not something we would inflict on you.

Run scripts and commands

The Run tab (needs scripts.run for scripts, agents.cmd for commands) lists the script library filtered to the device's operating system, with search. Tap a script, confirm, and the output streams into the pane as the run progresses, with the exit code and duration when it finishes. Command runs a one-off PowerShell, cmd or bash command with a 60 second limit. Recent runs underneath comes from the durable history, so a run that finished while the app was closed still shows.

Checks, patches and apps

• Checks: Run re-runs one check immediately and shows its result (checks.manage).
• Patches: Scan now asks the agent for a fresh scan and the list refreshes when it finishes. Tick patches and Install, or install everything outstanding; progress shows above the list (patches.manage). Patches excluded by policy cannot be selected.
• Apps: Upgrade one winget package, or Upgrade all (apps.manage). Progress shows above the list and the inventory refreshes afterwards.

Alerts and history

The Alerts tab shows the device's active and acknowledged alerts, with a count on the tab. Ack and Resolve need alerts.manage. Snoozed alerts are hidden until the snooze ends. History is the device's activity feed: audit events, check results, script and task runs, agent updates and patches.

The Users tab lists who has signed in recently; Set primary makes one of them the device's primary contact (agents.edit).

Scan to device

Tap Scan on the Assets tab and point the camera at the serial number or asset label on the machine. The app reads the barcode or QR code, works out the serial from it (Dell support links and Lenovo 1S labels are understood), and opens the device if exactly one matches. If several match, the search box fills with the serial so you can pick; if none match, the app shows what it read so you can tell a mis-scan from a device that is not enrolled.

The phone needs camera permission the first time. The serial is matched against what the agent reported from the machine's firmware, so a device whose label does not match its BIOS serial will not be found by scanning.

Alerts

The Alerts tab is the on-call view: every active and acknowledged alert in the workspace, newest first, with the device, the check that fired and how long ago. Chips narrow to errors or warnings, or hide acknowledged alerts; the search box matches device, check and message. Acknowledge and Resolve sit on each row (alerts.manage). Open an alert for the full picture, a link to the device, the linked ticket if there is one, New ticket (subject from the alert, device linked, client filled in from the device), and Snooze (15 minutes to a day), which hides it from the list without changing its status.

Critical-alert push notifications open the alert directly. The list stays live while the app is open and refreshes when you return to it.

Clients

The Clients tab lists every client with its site and device counts; search by name, and include archived ones if you need to. Open a client for:

• Addresses and Directions. Every address on the client (service, billing and delivery, shown once when they match), each with a Directions button that opens Apple Maps on iPhone and Google Maps on Android. Sites in OpsMerge are named groupings with policies rather than places, so directions come from the client's addresses, not the site.
• Counts: devices online out of total (tap to open the Assets tab filtered to this client), tickets and contacts.
• Sites with their device counts; tap one to see its devices.
• Contacts with Call, Text and Email buttons that hand off to the phone's own apps. Primary and VIP contacts are marked. This card needs the PSA tier and the contacts permission.
• New ticket for the client.

On a tablet

On an iPad or Android tablet the bottom bar becomes a rail on the left, and Tickets, Assets and Alerts show the list beside the open item: pick from the left, act on the right. Rotate freely; the layout follows the width.

Notifications

The app receives push notifications for the kinds you have switched on. Settings > Notification preferences is where you choose:

• Push notifications: the master switch for this account.
• One switch per kind: assignments, replies on your tickets, mentions, chat and so on. Kinds tagged all (every new ticket, critical alerts) fire for the whole workspace and are off until you switch them on.
• Quiet hours: working days and hours in your organisation's timezone. Outside them nothing is pushed, except urgent tickets when Urgent tickets break through is on.

The same choices appear on My profile > Notifications in the console; the two are one set of preferences. Your own actions never notify you, so a solo workspace cannot generate a notification on demand. Use Send test notification in Settings to prove the chain works; it ignores quiet hours by design.

Troubleshooting

• No notifications arrive. Settings shows three rows: permission, device token, and registered with server. Whichever is not green is the broken link. On Android 13 and later the app must be allowed to post notifications in the system settings.
• The scanner does not open. Check the app has camera permission in the phone's settings.
• A device is missing from the list. The app shows the same devices as the console's Assets list under your permissions. If it is missing there too, the agent is not enrolled or has been deleted.