Irth Mobile App FAQ

Irth’s Mobile App FAQ

The answers to these frequently asked questions will help you make the most of your app experience. However, if you have other questions, just reach out to your dedicated Irth contact for personalized help.

1: How do I update the app to the latest version?
A: The Irth Mobile App: Download, Log In help article describes how to download the latest version from the Apple App Store or Google Play. 

2: Is the new app compatible with my device’s operating system?
A: The Irth Mobile App: Download, Log In help article gives minimum requirements for operating systems. 

3: How do I log in to the new app?
A: The Irth Mobile App: Download, Log In help article gives step-by-step instructions
 

4: My company uses SSO (single sign-on), is the log-in process different?
A: The Irth Mobile App: Download, Log In help article explains differences.
 

5: My company uses security firewalls; do any IP addresses or URLs need to be whitelisted?

A: Yes, whitelist this IP address: 64.128.112.130

6: How do I create an account on the new app?
A: Only administrators can create accounts. Accounts require users to be linked to mobile profiles. For details, see the Mobile Profiles Set Up help article.
 

7: How do I reset my password if I forget?

A: Since the mobile app uses your existing Utilisphere user name and password, you can use the forgot password link on the Log In screen of the app:  

8: How do I log out of the app?
A: Press Settings (gear icon) in the bottom blue menu to open the Settings screen, then press Log Out ([à)

9: Do I need to log out of the app?

A: No, if your company doesn’t use single-sign on (SSO)/SAML, users stay logged in indefinitely unless their user permissions are adjusted in UtiliSphere. If your company has SSO, the app allows you to remain logged in until the token time frame has ended, which is usually a set number of hours (depending on the log-in token settings). Each time the token expires, you must log-in.

10: During the transition period, will users be able to access both the new app (Irth) as well as the old (UtiliSphere)?

A: Yes, both apps are available and supported with documentation and videos during the transition period. Users will be given advance notice of any changes. 

11: Can I access my account from a web browser while I’m logged into the app or other devices? 
A: Yes, the Irth platform allows you to work in multiple apps and user interfaces. 

12: Are there subscription requirements or fees associated with the new app?
A: No, the app is available to all Irth UtiliSphere subscribers and users. 

13: Where can I provide feedback about the new app?
A: Through the Support Portal Feedback Forum dedicated to the new app.

14: Is there a community forum or FAQ section within the app for further assistance?

A: While the app does not have Forums or FAQs, it does have Support contact information under Settings > Help Center > Contact Support

15: Are there any security measures to protect my data and privacy?

A: Yes, details can be reviewed in our app’s Privacy Policy; which is also available in the app stores.

16: Can we take pictures in the app?

A: Yes—when users include an attachment, they can select (based upon mobile profile settings) whether they want to take a photo within the app or upload one (or several) from their device gallery. 

17: Is the GPS location of the photo recorded in the ticket/work item?

A: Yes, but this only applies to photos taken with the app and the device’s camera. Any photos added to a task from the device gallery will not contain the GPS location.

18: Should the GPS location be visible on photos taken natively?

A: The GPS location is the file name and is visible in other systems, but it is not visible in the app UI. 

19: How often does the auto sync run (or is it always running)? 

A: The auto sync runs every 2-4 minutes (this timing cannot be changed). However, there is an option in the app Settings to manually sync as desired. 

20: How are the tasks numbered in the app?

A: Tasks are numbered based upon the sort criteria; distance, due time, task ID, or ticket type, and either low-high (default) or high-to-low by selecting the same criteria button a second time.

21: Is there any way to automatically save the photo to your gallery also?

A: Not currently; if you’re eager to see this feature upvote this feedback post! However, photos can be downloaded individually by selecting the attachment, then the ellipses (...) and selecting Download.

22: How can we tell the difference between a ticket and a work item in the task list?

A:

Data	Icon
Ticket	Bookmark
Work Item	Lightning bolt

23: Is there a way to view the items I've closed/cleared today as well as anything in progress?

A: Yes; while this isn’t a specific view or feature, it can be done with sorting and filters since closed and cleared items remain in your Tasks list until the following workday. 

Closed: The ‘Assigned to Me’ button on the home screen keeps track of all current tasks (open and closed), but it may be that a filter is set to only show open items. Clicking on ‘Filters’ and ‘Reset’ should allow you to navigate to the ‘Ticket’ filter to set status to ‘closed’ to see any items closed/cleared that day.

Ongoing: If your response is an ongoing response, the ticket remains open. If you have worked non-emergency items by due time, you can simply sort your assignments by due time. There isn’t a way to distinguish between cases with notes and those without, but if you’d like this to be a feature, add it to the Support Portal Feedback Forum

24: Can work items be adjusted after submission?

A: Absolutely; open the work item, select the ellipses (...) in the top right corner, and select ‘Modify Work Item’ to add photos, report numbers, etc.

25: Is there a way to search for items?

A: If the search bar at the top of the screen reads ‘Current Location’ you can search by address, item number, etc.

26: Can more than one photo be uploaded at a time?

A: Yes, the app supports ‘multi-select’ functionality when uploading attachments.

27: Is there an outbox? And what should be visible there?

A: The Outbox is located under ‘Notifications’ and the ‘Outbox’ tab; however, since the Irth Mobile App uses active sync, the only time items are in the Outbox is when the user is outside a coverage area. Upon re-entering your network’s coverage area, these items are auto synced.

28: I took photos within the app and closed several tickets when I was outside the coverage area—will that impact my records?

A: The app allows you to work outside the coverage area; those items will contain the GPS location and time/date stamp of the events themselves, not the time you return to a coverage area and details are synced back to Utilisphere.

29: Does the new app support batch responses and other batch needs?

A: Definitely. Simply select the ellipses (...) in the top right of any tasks view, choose ‘Select Tasks’, select the items (or choose ‘Select All’), and then select one of these options:

• Get Route
• Batch Change Assignee
• Batch Change Folder
• Batch Response
• Batch Add Note

30: Our custom map layers aren't visible in the app. How can I fix this?

A: Confirm that the map layers are set to be available on Mobile Devices. This is a checkbox under each map layer's details. If your ESRI server is behind a VPN, Firewall, or other security, your IT people must whitelist the Irth mobile IP address (listed in FAQ 5, above) everywhere that Irth URLs and IP addresses are whitelisted to make the custom map layers visible.