ServiceGrid Article - Active SLA

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Active SLA Overview

This document provides information about the Active SLA feature set introduced in Cisco ServiceGrid 7.0 release. It describes the new feature, how to navigate and utilize various screens and user interfaces within the feature, and provides general information about the overall functional capabilities of the feature.
Active SLA overview contains the following sections:

  • Feature Introduction
  • Accessing the Active SLA Feature
  • Understanding the Active SLA Set-Up Wizard UI
  • Understanding the Active SLA Radar UI

Feature Introduction

Cisco ServiceGrid is an integration platform in the cloud that seamlessly connects enterprise IT and service providers to enable automated multi-party service collaboration. This offers customers a more secure and flexible way to integrate with everyone in the ecosystem and automate sharing of processes, data, and workflows in real-time by eliminating manual practices and bottlenecks and promoting significant operational efficiencies that are scalable and reusable.

With the addition of the Active SLA feature, Cisco ServiceGrid can deliver more in-depth and powerful service level management capabilities to our customers through a real-time SLA governance capability that leverages ServiceGrid’s unique strategic position within the connected ecosystem architecture. This feature greatly improves the customer’s visibility and awareness with respect to service level management and vendor governance within their multi-party B2B ecosystem. Improving service level management visibility and awareness across the customer’s ServiceGrid-enabled B2B ecosystem with key connected business partners can help accelerate time to value, maximize return on investment and improve business outcome success.

The Active SLA feature:

  • Enhances the customer’s ability to govern and monitor Service Level Agreements (SLAs) across the connected ecosystem of Business Partners such as vendors, service providers, customers, and so on.
  • Provides an innovative user experience through a drag and drop Set-Up Wizard User Interface (UI) and a centralized Radar UI to visualize service level relationships and activity within the connected ecosystem.
  • Enables a more proactive and powerful end-to-end vendor management/service level management capability.

Active SLA feature set is comprised of two main components:

  • Set-Up Wizard User Interface—This UI is used to define Business Partners such as vendors, service providers, customers and so on, their associated SLAs and any Key Business Outcomes (KBOs) the ServiceGrid customer wishes to associate with them. The data elements defined in the Set-Up Wizard UI enable the Radar UI.
  • Radar User Interface—This UI displays active(open) tickets associated with Business Partners, SLAs and KBOs as defined in the Set-Up Wizard UI. The Radar UI is divided into three colored zones including green, yellow and red. The location of each ticket (represented by a white dot) in these zones indicates the real-time service level status of the ticket in the context of the SLA(s) defined against it. Another functionality includes filtering, drill-down and watch-list capabilities within the Radar UI.

The Active SLA feature is powered by data fields configured within the Active SLA feature itself as well as existing data fields defined in the current configuration of the user’s ServiceGrid application. Certain Active SLA data fields will have List-of-Values (LOVs), which are pre-populated with data field values pulled directly from the ServiceGrid application. An example of this would be the “Source” field in the “New Business Partner” screen in the Active SLA Set-Up Wizard. The LOV for this Source field is pre-populated with data field values that are present in the ContractsName fields within the ServiceGrid application. Some data fields in the ServiceGrid application have a “IsActive” flag. This flag must be set to “Y” for the Active SLA feature to access it.

It is important to note that it is not possible to change any ServiceGrid application data fields such as Contracts, CallSystems (aka Workflows), Transaction States, CodeGroups and so on directly from the Active SLA feature. This “firewalling” of the data fields within the Active SLA feature allows the user to quickly create, edit and delete Active SLA configurations without disturbing the current configuration of the ServiceGrid application itself.

This also means that if the Active SLA feature, including the Set-Up Wizard UI and the Radar UI, do not have the required data fields pre-populated for selection, the user needs to access the ServiceGrid application itself to properly configure the applicable data fields. Throughout this user guide, there will be detailed notes where applicable regarding specific ServiceGrid data fields that are accessed by the Active SLA feature. If the user does not have the necessary privileges to access the ServiceGrid application to properly configure these data fields, then they should contact their ServiceGrid Administrator for assistance.

Accessing the Active SLA Feature

To access the Active SLA Dashboard that will take you to the Active SLA feature:

Step 1: Enter the Cisco ServiceGrid application URL in the web browser.
The Cisco ServiceGrid Login window appears as shown in the Figure 1-1.

Figure 1-1 Login window

Figure-1-1 Login window.png

Step 2: In the login window, enter a valid user name and password in the respective fields.
NOTE: The system does not disclose the user name validity on failed login attempt. If login fails, the error message “Invalid user name or password” appears.

Step 3: Click Login.
NOTE: If you forget your password, click the Forgot your password? link in the login window.
Step 4: Click the link Active SLA tab from the main ServiceGrid Portal screen to get to the Active SLA Dashboard screen as shown in Figure 1-2.

Figure 1-2 Active SLA Dashboard

Active SLA Dashboard.png


Step 5: Click Active SLA Set-Up Wizard icon to go to that UI as shown in Figure 1-3. Click Active SLA Radar icon to go to that UI as shown in Figure 1-4.

Figure 1-3 Active SLA Set-Up Wizard UI

Active SLA Set-Up Wizard UI.png


Understanding the Active SLA Set-Up Wizard UI

The Active SLA Set-Up Wizard is a tabbed UI that contains the Palette and Utilities tabs (left part of the screen) as well as the Grid (main screen). The primary purpose of the Active SLA Set-Up Wizard is to create the data elements such as Business Partners, SLAs and KBOs and logically link them together and power the Active SLA Radar UI.
When you double-click the Active SLA Set-Up Wizard, the UI appears as shown in Figure 1-3. The following functions are associated with the Active SLA Set-Up Wizard UI:

  • Managing Business Partners—Under the Palette tab, new Business Partners can be created and existing Business Partners and their details can be updated and deleted.
  • Managing SLA Templates—Under the Palette tab, new SLAs can be created and existing SLAs and their details can be updated and deleted. Additionally, under the Utilities tab, new SLA metrics associated with each SLA can be created, updated and deleted.
  • Managing KBOs—Under the Palette tab, new KBOs can be created and existing KBOs can be updated and deleted.
  • Logical Data Object Grid—The majority of the UI screen space is comprised of the Logical Data Element Grid (the Grid). This is the area where the user can drag and drop the Business Partner, SLA and KBO data elements and make the required logical links that will enable and power the Active SLA Radar UI.

Understanding the Active SLA Radar UI

The Active SLA Radar UI provides the user with a real-time radar-like representation of currently active (open) tickets associated with the Business Partners and their associated SLA as configured in the
Set-Up Wizard UI.

Figure 1-4 Active SLA Radar UI

Radar UI with 3 Biz Partners.png


The Active SLA Radar UI contains several pop-up screens that allow additional functionality including:

  • Filter options screen to filter data objects on the radar.
  • Violation summary screen to view SLA violation information.
  • Ticket details screen to view detailed information on any ticket visible on the radar including a hyperlink to the actual ticket in the ServiceGrid Portal’s ticket update screen.
  • Business Partner details screen to view detailed information about the Business Partner(s) visible on the radar.
  • SLA details screen to view detailed information on the SLA(s) associated with a live ticket visible on the radar.
  • KBO details screen to view detailed information on the KBO(s) associated with SLA(s) and live tickets.
  • The radar screen itself contains three colored zones (green, yellow, and red) and a center zone showing the current number of active tickets, represented by white dots that are visible on the radar screen at that exact point in time. The three colored zones are defined as follows:
  • Green (normal) zone—This green outer zone depicts all active tickets associated with defined SLA(s) for a given Business Partner, where the ticket has no current SLA violations at that point in time.
  • Yellow (warning) zone—The yellow middle zone depicts all active tickets associated with defined SLA(s) for a given Business Partner, where the ticket is approaching the user-configured SLA violation threshold at that point in time.
  • Red (violation) zone—The red inner zone depicts all active tickets associated with defined SLA(s) for a given Business Partner, where the ticket has exceeded the user-configured SLA violation threshold at that point in time.

For more information on the radar functionality, see the Active SLA Radar document.

Active SLA Set-Up Wizard

Active SLA Set-Up Wizard provides an intuitive capability to create and visualize SLAs in your connected ecosystem. The wizard also provides drag and drop functionality to logically associate SLAs and KBOs to connected Business Partners. The main purpose of the Set-Up Wizard is to enable the user to add, edit or remove Business Partner, SLA, and KBO data elements that enable and power the Active SLA Radar UI.

Managing Business Partners

This section provides information about management of Business Partners in the Active SLA Set-Up Wizard. The following topics are provided in this section:

  • Adding New Business Partner
  • Viewing Business Partner Details
  • Modifying Business Partner Details
  • Searching Business Partners
  • Deleting Business Partners

Adding New Business Partner

A Business Partner is the generic term defined within the Active SLA feature. Business Partner is the term that represents any vendor, supplier, service provider or customer currently connected to the ServiceGrid user’s multi-party ecosystem. As long as the ServiceGrid user’s company has an existing active service integration contract (as defined within the ServiceGrid application) with one or more Business Partners, these entities can be set up within the Active SLA Set-Up Wizard and monitored on the Active SLA Radar.

To add new Business Partner:

Step 1: Click Add New Business Partner link in the Palette tab on the left of the screen. The following screen appears:

Figure 2-1 Creating New Business Partner

New Business Partner Editor.png


Step 2: Enter the Business Partner name.
Step 3: Enter the contact details for the main contact of the Business Partner.
Step 4: Enter the Source (contract) from the list of ServiceGrid data check boxes associated with your service integration relationships with Business Partners.

NOTE: This is the ContractsName field that is currently configured in the Administration screen of your ServiceGrid application. Contact your ServiceGrid Administrator for additional details and support, if needed.

Step 5: Click Save to save it to the database. The Business Partner name will appear in the Business Partner section of the Palette. Click Cancel to discard the entries and exit.

Viewing Business Partner Details

You can locate and view the Business Partner details by using the eye ASLA6.png icon next to each Business Partner entry in the left Palette tab. This functionality helps you to locate the Business Partner that is already populated somewhere on the Active SLA Set-Up Wizard’s main window (referred to as the “Grid”, because it looks like a sheet of grid paper).

To locate and view existing Business Partner details:

Step 1: Click the eye ASLA6.png icon located at the right of any Business Partner name in the Palette as shown in Figure 2-2 to locate and view the Business Partner details on the Grid.

Step 2: The selected Business Partner data element is re-positioned on to the Grid (if the data element is outside the view of the Grid area) and it will be highlighted in yellow for a few seconds as shown in Figure 2-2.

Figure 2-2 Locating and Viewing Business Partner data elements on the Grid

Business Partner highlighted.png


Modifying Business Partner Details


Step 1: Click the edit ASLA8.png button location at the bottom right corner of the Business Partner data element on the Grid.
Step 2: Select the Edit option and the following Business Partner Editor window will appear as shown in Figure 2-3.

Figure 2-3 Modifying Business Partner details

Existing Business Partner Editor.png


Step 3: Edit the details and click Update. The changes are are saved to the database. Click Cancel to discard the changes.
Step 4: You can also edit the business partner details by clicking the Edit ASLA8.png icon located on the Palette to the right of the Business Partner name as shown in Figure 2-4.
Figure 2-4 Business Partner details
Business Partner editing in Palette.png

Searching Business Partner Details

To search existing Business Partner details:

Step 1: Start typing a text string in the Business Partner search box as shown in the following screen and a filtered list of Business Partner names matching that text string will appear in the Palette.

Figure 2-5 Search Business Partner details
Business Partner search.png

Deleting Business Partner Details

You can remove Business Partners from the Palette and Grid by clicking the delete ASLA12.png button next to each Business Partner name listed in the Palette as shown in Figure 2-4. This action will remove the Business Partner details from the Palette, Grid and database.
In order to remove only the Business Partner data element on the Grid and keep it in the Palette to reuse later, follow these steps:

Step 1: Click the edit ASLA8.png button located at the bottom right corner of the Business Partner data element in the Grid.
Step 2: Click the Remove from Grid option from the popup menu. A message appears as shown in Figure 2-6.

Figure 2-6 Deleting Business Partner data element on Grid

Delete-message.PNG

Step 3: Click OK to delete the Business Partner data element from the Grid and any associated links to SLA data elements. The Business Partner name will still be available in the Business Partner section of the Palette. Note that no eye ASLA6.png icon is visible at the right of the Business Partner name in the Palette.
This icon only appears when the Business Partner data element is on the Grid. Click Cancel to discard the deletion process.

Managing Service Level Agreements (SLAs)

The primary purpose of the Active SLA feature is to provide ServiceGrid users with a more powerful capability to monitor and manage SLAs in real-time, that are associated with workflow processes shared with key Business Partners such as vendors, suppliers, service providers, customers, and so on. Active SLA provides users with real-time service level visibility across their connected multi-party B2B ecosystem enabled by ServiceGrid.

It is important to note that the Active SLA feature can be leveraged by ServiceGrid users to monitor and manage any defined service level arrangements with any active Business Partners. Regardless of how the service level arrangement between two connected parties within ServiceGrid is viewed or described (that is, SLA, SLO, OLA and so on), as long as the service level can be measured using existing ServiceGrid data elements for the service contract (ContractsName), workflow (CallSystem), priority (CodeGroup) and transaction state (CallState) and so on, the Active SLA feature can be used to better monitor and manage performance against the defined service levels within the user’s ServiceGrid-connected ecosystem.

Figure 2-7 Connected Multi-Party Ecosystem enabled by ServiceGrid

ASLA14.png

The following three sections provide information on:

  • Managing SLA Templates in the Palette
  • Managing SLA Metrics in the Utilities Tab
  • Managing SLA Data Elements in the Grid

Managing SLA Templates in the Palette

This section provides information on managing SLA templates. SLA templates that are created from the Palette are the first step in creating new SLA data elements on the Grid. SLA templates allow users to reuse SLA details and parameters instead of starting from scratch every time. SLA templates help expedite the set-up process to create SLA data elements on the Grid.
You can create, edit and delete SLA templates in the Palette without affecting any SLA data elements on the Grid with the exception of the SLA Metric field. Modifying SLA Metrics that are being used by any SLA data elements on the Grid will immediately impact those SLA data elements on the Grid.

The following topics are covered in this section:

  • Adding New SLA Template
  • Modifying SLA Templates
  • Searching SLA Templates
  • Deleting SLA Templates

Adding New SLA Template

To add new SLA template:

Step 1: Click Add New SLA Template link in the Palette window on the left of the screen. The New SLA Template screen appears as shown in Figure 2-8.

Figure 2-8 Creating new SLA template

New-sla-template.PNG


Step 2: Enter the name of the SLA template.

Step 3: Enter the description of the SLA template.

Step 4: Select the applicable metric from the LOV that the SLA template will be based on. If the metric that you need is not available in the LOV, then select the add new Plus sign button.png icon to access the SLA Metric Editor screen to create a new metric.
You can also select the edit ASLA8.png icon to access the SLA Metrics Editor Utility screen to edit the details and parameters of an existing metric. For more details, see the Managing SLA Metrics in the Utilities Tab section.

Caution: If you change and save the details or parameters of an existing metric, you will change any SLAs that are currently using that metric by logical association.

Step 5: Enter the warning time trigger (in minutes) for the SLA. This time trigger will determine when a ticket associated with the SLA will enter the yellow “warning” zone on the Active SLA Radar screen. The warning time value that is entered in this field is used in co-ordination with the limit (violation) time trigger entry.

Example:

If SLA warning time is set to 10 minutes and SLA limit time is set to 30 minutes, the ticket will be in green zone from 0 seconds until 
19 minutes 59 seconds, then enter the yellow “warning” zone from the 20 minute mark until 29 minutes 59 seconds, and then 
finally enter the red “violation” zone from 30 minutes onwards until the SLA’s “stop” metric parameter is fulfilled in the ticket.

Step 6: Enter the limit time trigger (in minutes) for the SLA. This time trigger will determine when a ticket associated with the SLA will enter the red “violation” zone on the Active SLA Radar screen.

Step 7: Enter the SLA details and click Save. Click Cancel to discard the process.

Modifying SLA Templates

To modify existing SLA template details:

Step 1: Click the edit buttonASLA8.png located at the right of the SLA template name(s) that are listed in the SLA Templates section of the Palette to access the SLA Template Editor screen as shown in Figure 2-9.

Figure 2-9 Modifying SLA Template details

SLA Template Editor screen.png


Step 3: Edit the details and click Update. The changes are saved to the database. Click Cancel to discard the changes.

Searching SLA Templates

To search for existing SLA templates:

Step 1: Start typing a text string in the search box as shown in Figure 2-10. Any SLA templates with that character string in the name will appear in a real-time filtered list that appears directly below the search box in the Palette.

Figure 2-10 SLA Template details
Search-Details.PNG


Deleting SLA Templates

You can remove the SLA template from the Palette by clicking the delete ASLA12.png icon located at the right side of any SLA template name that is listed.
This action will remove the SLA template details from the database, but will not affect any SLA data elements on the Grid.

To remove a SLA data element from the Grid, follow these steps:
Step 1: Click the edit ASLA8.png icon located at the right side of the SLA data element on the Grid.
Step 2: Click the Delete option from the popup menu. A message appears as shown in Fig 2-11.

Figure 2-11 Deleting SLA data element on Grid

Delete-message.PNG
Step 3: Click OK to delete the SLA data element and any associated logical links to Business Partners and KBOs. Click Cancel to discard the deletion process.

Managing SLA Metrics in the Utilities Tab

This section provides information on setting up metrics for SLAs. SLA metrics are required to properly measure the transaction state (CallState) activity time stamps associated to existing workflow processes between a service customer and a service provider that are defined in the current configuration of the user’s ServiceGrid application. An example of a common ITIL-based workflow process would be an incident management workflow with associated transaction states of “incident logged”, “incident in investigation” and “incident resolved”.
The following topics are covered in this section:

  •  Adding New SLA Metrics
  •  Modifying SLA Metrics
  •  Deleting SLA Metrics

Adding New SLA Metrics

To add new SLA metrics:

Step 1: Click the Metrics Manager link in the Utilities tab on the left of the screen.. The SLA Metrics Editor Utility screen appears as shown in the Figure 2-12. This utility is used to add, modify, delete metrics and associated triggers.

Figure 2-12 SLA Metrics Editor Utility screen

SLA Metrics Editor Utility.png


Step 2: Click Plus sign button.png Add New to pull up the SLA Metric Editor screen to create a new SLA metric from scratch as shown in Figure 2-13.

Figure 2-13 Creating new SLA Metrics

Creating-metrics2.PNG


Step 3: Select a Workflow name from the pre-populated LOV, give the metric a unique Name, and then select one or more values from the pre-populated LOVs in the Starts field and the Stops field. Click Save to save the changes to the database. Click Cancel to discard the process.

NOTE: The LOV for the Workflow field is pre-populated from the “CallSystem > Name” records in the current configuration of the ServiceGrid application. The LOVs for the Starts and Stops fields are pre-populated from the “CallState > Name” records for the Workflow (“CallSystem”) that was selected for this SLA metric.

Modifying SLA Metrics

To modify existing SLA metrics:

Step 1: Click the respective Metrics name from the list as shown in Figure 2-14. The details for that specific Metric will appear on the right side of the SLA Metrics Editor Utility screen.

Figure 2-14 Modifying SLA Metrics

SLA Metrics Editor Utility.png


Step 2: Edit the details of the Metric and click Save Metric to save the changes to the database.

Deleting SLA Metrics

To delete existing SLA Metrics:
Step 1: Click the delete buttonASLA12.png next to the corresponding SLA metrics as given in Figure 2-15.

Figure 2-15 Deleting SLA Metrics

SLA Metric delete option.png


Step 2: Click the Delete ? link located at the left of the delete ASLA12.png button to confirm the deletion of the selected SLA Metric.
The SLA Metric is immediately deleted from the database.

NOTE: If the SLA Metric is currently used by an existing SLA data element on the Grid with logical links to a Business Partner or KBO data element, an error message will occur as shown in Figure 2-16 and the SLA Metric will not be deleted from the database.

Figure 2-16 Error Message on deleting SLA Metric
SLA Metric delete option in use error message.png


Managing SLA Data Elements in the Grid

This section provides information on managing SLA data elements in the Grid. An SLA data element can only be created by dragging an existing SLA template from the Palette and dropping it on to the Grid.
When SLA templates are dragged from the Palette and dropped on to the Grid, they can be used “as is” or modified and saved to fit the specific parameters of a new SLA. This drag and drop activity from the Palette to the Grid will turn the SLA template into a live SLA data element in the database once the Grid is saved.

Once this SLA data element is logically linked to a Business Partner data element, and the Grid is saved, the logical association is completed between the SLA and the Business Partner it is linked to. This will enable the Active SLA Radar screen to properly function for that Business Partner.

NOTE: Multiple SLAs can be logically linked to one Business Partner on the Grid. But it is not possible to logically link multiple Business Partners to the same SLA data element on the Grid.

The following topics are covered in this section:

  • Adding New SLA Data Elements to the Grid
  • Logically Linking SLA Data Elements
  • Modifying SLA Data Elements in the Grid
  • Deleting SLA Data Elements in the Grid

Adding New SLA Data Elements to the Grid

To add a new SLA data element to the Grid:

Step 1: Simply drag an existing SLA Template name from the list in the Palette and drop it on to the Grid.
Step 2: Click the Save Grid Save Grid button.png button at the bottom of the Palette window.

Logically Linking SLA Data Elements

To logically link an SLA data element to a Business Partner:

Step 1: Click and hold the Grey link Gray right facing Link button.png button located on the top right side of the Business Partner data element (“Customer 1” as shown in Figure 2-17) and drag the button to a corresponding Grey link button on the top left side of any existing SLA data element.

Figure 2-17 Linking Business Partner and SLA data elements

Logically linking SLA to BP.png


Step 2: Click the Save Grid Save Grid button.png button at the bottom of the Palette window to save the changes and create the logical link between the SLA data element and the Business Partner data element in the database.
Step 3: To logically unlink the SLA data element from the Business Partner data element, simply click the Grey link Gray right facing Link button.png button located at the top left side of the SLA data element and choose the Business Partner name from the Remove Link(s) drop-down list as shown in Figure 2-18.

Figure 2-18 Removing links from SLA data elements

Remove Link(s) from SLA.png


Step 4: The logical linking/unlinking between SLA data elements and KBO data elements on the Grid works similarly to that defined in Steps 1-3 above. Simply drag the Grey link Gray right facing Link button.png button located at the top right of the SLA data element and drag it to the Grey link Gray right facing Link button.png button at the top left of the KBO data element and select the SLA data element you want to remove the link from.

Modifying SLA Data Elements in the Grid

To modify SLA data elements in the Grid:

Step 1: Click the edit ASLA8.png icon located at the bottom right of any SLA data element in the Grid and select the “Edit” option as shown in Figure 2-19.

Figure 2-19 Selecting Edit option on the SLA data element

Modifying SLA data elements in the Grid.png

Step 2: Edit any of the SLA’s details in the SLA Editor screen as shown in Figure 2-20 and click Update to save the changes to the database. Click Cancel to discard the changes.


Figure 2-20 Modifying SLA data elements in the Grid

SLA Template Editor screen.png

Step 3: If desired, the metric field in the SLA data element can be changed by clicking either the edit ASLA8.png button or the add Plus sign button.png button to the right of the Metric field value as shown in Figure 2-21.

Figure 2-21 Modifying Metric field value

Metrics field edit and add buttons.png


Step 4: The edit ASLA8.png button will pull up the SLA Metrics Editor Utility screen, which will enable the user to edit the details of that specific existing SLA Metric.

Caution: Editing an existing SLA Metric will impact all SLA data elements using that specific metric once the changes are saved to the database.

If a completely new SLA Metric is needed for the SLA, then the add Plus sign button.png button can be clicked to access the SLA Metric Editor screen. This enables the user to create a completely new SLA Metric from the available workflows and start/stop trigger selections in their ServiceGrid configuration. For more details on SLA Metrics, see section Managing SLA Metrics in the Utilities Tab.

Deleting SLA Data Elements in the Grid

To delete SLA data elements in the Grid, follow these steps:

Step 1: Click the edit ASLA8.png button at the bottom right corner of any SLA data element on the Grid and select the Delete option from the list as shown in Figure 2-22.

Figure 2-22 Selecting Delete option on the SLA data element

SLA data element delete option.png


Step 2: A message appears as shown in Figure 2-23.

Figure 2-23 Deleting SLA data element on Grid

Delete-message.PNG

Step 3: Click OK to delete the SLA data element and any associated logical links to Business Partner and KBO data elements. Click Cancel to cancel the deletion process.

Managing Key Business Outcomes

This section provides information about the management of Key Business Outcomes (KBOs). In the current version of the Active SLA feature, KBO data elements can be created and linked to Business Partner and SLA data elements on the Grid. But other than this logical association, there is no additional functionality for KBO data elements that powers any of the Active SLA Radar screen functionality. As such, it is not mandatory to create KBO data elements to enable the Active SLA Radar screen to function. In future updates to the Active SLA feature, KBO data elements and associations will power additional functional capabilities.
The following topics are covered in this section:

  • Adding New KBOs
  • Modifying KBO Details
  • Searching KBO Details
  • Deleting KBO Details

Adding New KBOs

To add a new KBO in the Palette:

Step 1: Click Add New KBO link at the bottom of the KBOs section of the Palette on the left of the screen. The following screen appears.

Figure 2-24 Creating new KBO

Figure-2-13.png

Step 2: Enter the name and description details for the KBO and click Save. This will create a new KBO in the Palette listed in the KBOs section. Click Cancel to discard the process.
Step 3: Drag the KBO name from the Palette and drop it anywhere on the Grid to create a KBO data element.

Step 4: Click and hold the Grey link Gray right facing Link button.png button located at the top right side of any SLA data element and drag and drop on to the Grey link button located at the top left side of the KBO data element to complete a logical link as shown in Figure 2-25. This logical link will tie the SLA (and by association, the Business Partner linked to that SLA data element) to the KBO data element in the database.

Figure 2-25 Linking KBO Data Elements

KBO link to SLA.png


Modifying KBO Details

To modify existing KBO details:

Step 1: Click the edit ASLA8.png button located at the bottom right corner of the KBO data element on the Grid.
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Step 2: Click the Edit option from the popup menu. The Outcome Editor screen appears as shown in Figure 2-26.

Figure 2-26 Modifying KBO details

KBO Outcome Editor.png


Step 3: Edit the details and click Update. The changes are saved to the database. Click Cancel to discard the changes.
Step 4: You can also edit the KBO details by clicking the edit button located at the right of the KBO name in the Palette as shown in Figure 2-27.

Figure 2-27 KBO details

KBO edit in Palette.png


Searching KBO Details

To search existing KBOs:

Step 1: Start typing any characters present in the KBO name in the search box as shown in Figure 2-27. Any existing KBO names that match that exact text string will appear in the filtered list in the Palette.

Deleting KBO Details

To delete an existing KBO:

Step 1: Click the delete ASLA12.png button located at the right of the KBO name as shown in Figure 2-27. This action will remove the KBO completely from the Palette, Grid, and database.

Step 2: If desired, the KBO data element can be deleted from the Grid but retained in the Palette for later usage. Do this by clicking the edit ASLA8.png button located at the bottom right corner of the KBO data element in the Grid.
Step 3: Click the Remove from Grid option from the popup menu. A message appears as shown in Figure 2-28.

Figure 2-28 Deleting KBO data element on the Grid

Delete-message.PNG

Step 4: Click OK to delete the KBO and associated links. Click Cancel to discard the deletion process.


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