ServiceGrid Article - Cisco ServiceGrid Release Notes V4.10b

From DocWiki

Jump to: navigation, search

Contents

Overview

This article provides the Cisco ServiceGrid Release Notes V4.10b for the Service Desk.

Priority Matrix ­ Auto selection of call priority

Besides selecting directly the priority inside a call, it is possible to select the priority through the impact and urgencies. The new introduced priority matrix tells the system, which priority code should be used inside the call. The priority matrix with its impact and urgency codes are defined per CallSystem. The impact and urgency information is also inbound and outbound based.

Use case: Helpdesk agent can give the impact and urgency of a call. The priority will be automatically selected through the priority matrix.

Usage

Three new points are provided for defining the impacts, urgencies and priory matrix. They are managed inside a CallSystem. As other codes of a CallSystem, once an impact or urgency were used, they can only be "deactivated".

Impacts

  • Select "Create New impact code" to create a new impact.
  • The fields "ShortName" and "Name" are mandatory.
  • Use "SeqNr" to sort the code.
  • Use "CodeGroup" to group the code.
  • Select "Urgency" or "Priorities" to change to those code definitions.
  • Select "PriorityMatrix" to map urgencies and impacts with priorities.
  • Uncheck the "IsActiveInLists" or "IsActiveInEditForms" to deactivate of single codes.

Urgency

  • Select "Create New urgency code" to create a new urgency.
  • The fields "ShortName" and "Name" are mandatory.
  • Use "SeqNr" for sorting the code.

Use "CodeGroup" to group the code.

  • Select "Impact" or "Priorities" to change to those code definitions.
  • Select "PriorityMatrix" for mapping urgencies and impacts with priorities.
  • Uncheck the "IsActiveInLists" or "IsActiveInEditForms" for deactivating of single codes.

Priotity Matrix

  • Select "Urgency", "Impacts" or "Priorities" to change between those code definitions
  • Select "Change PriorityMatrix" for mapping urgencies and impacts with priorities.


Use the provided drop down boxes inside the matrix to assign the priority code between one impact and one urgency code. Click the Save buttong to save the changes.Select "PriorityMatrix" for mapping urgencies and impacts with priorities.

The following fields are available for the CallDetail setups:

Field Name
Field Description
Impact
Displays the short name and name of the impact code
Urgency
Displays the short name and name of the urgency code





The following fields are available for the CallTracking setups:

Field Name
Field Description
CUSImpactName
Impact name on customer side
SPImpactName
Impact name on provider side
SPImpactShortName
Impact short name on provider side
CUSImpactShortName
Impact short name on customer side
CUSImpactNames
Impact short name and name on customer side
SPImpactNames
Impact short name and name on provider side
CUSImpactGroup
Impact CodeGroup short name on customer side
CUSImpactGroupName
Impact CodeGroup and name on customer side
CUSImpactGroupNames
Impact CodeGroup names on customer side
SPImpactGroup
Impact CodeGroup short name on provider side
SPImpactGroupName
Impact CodeGroup and name on provider side
SPImpactGroupNames
Impact CodeGroup names on provider side














Import the Service (CE and SI) assignment to CallActions through upload

With this upgrade of the existing CallAction/ContractElement(services) functionality, it becomes easier to assign many services through upload functionality at once.

Usage

  • Select the required CallAction and select "Display ServiceItems" or "Display ContractElements".
  • Use the "Upload ContractElement Assignments" or "Upload ServiceItem Assignments" and upload the file with the ContractElements/ServiceItems and CallActions.

The following fields are required for uploading the assignment between services and CallActions:

Field Name
Field Description
CustShortName
Indicates the short name of the customer
ProvShortName
Indicates the short name of the provider
CustOrgShortName
Indicates the short name of the customer organization
ProvOrgShortName
Indicates the short name of the provider organization
SLAShortName
Indicates the short name of the contract element
Company
Indicates the short name of the company
CallSystem
Indicates the short name of the CallSystem
CallAction
Indicates the short name of the CallAction










NOTE:

  • Only mass upload of contract elements / service items is provided with this function.
  • The deletion of already assigned services has to be done manually.

Negation of Services and CallActions

CallActions can be defined to be available to assigned CallActions only. With the new release, these CallAction / ContractElement function got extended. It is now possible to define inside the master data of the CallAction, if the assigned ContractElements are allowed to use the CallAction or not. Additionally, it can be defined that the CallAction is available to all, which is the standard option for all existing and new created CallActions.
Use case: More functionality and variation when working with the combination of CallActions and Services (Contract elements and service items). The limitation of Servies can be easily switched between except and allowed (or switched on for all).

Usage

  • Edit the CallAction master data.
  • Select from the "ValidForContractElement" drop down box. The preferred options are: For all ContractElements (default), For assigned ContractElements (set for all CallActions, which are using the ContractElement / CallAction relationship), Except assigned ContractElements.

Setting up preview functions for the setup editor

Another new feature of the setup editor is the Test Setup function. This function provides a fast way for previewing the current setup without the need to change the information about where the setup is used.
Use case: The Test Setup function enriches the setup administration and saves the switching time between the setup editor and were the setup is used.

Usage

Use the green linked Test Setup function inside the setup editor. A popup window will show the current configuration of the selected setup.


Centralized upload and download for user queue assignments

The complete user assignment to queues can now be downloaded through the queue main folder. Previously, the membership could only be separately downloaded inside of each queue.

Use case: The upload and download functions allow a faster administration of the user and queue assignments. It is not required to perform downloads inside all queues separately.

Usage

A new function appears at the queue list inside the BasicData.

  • Use the Technicians and queues function for the upload and download activities of the whole user assignments.
  • Select "Download list" to download the current user and queue assignment.
  • Select "Upload" to upload new queue assignments.

Required fields for the upload:

Field Name
Field Description
Company
Indicates the short name of the company. This is mandatory.
User
Indicates the short name of the user. This is mandatory.
Queue
Indicates the short name of the queue. This is mandatory.
Level
Indicates additional information. This is optional.







SD.report

Average Daily Calls for CallVolume Reports

The call volume reports using the time periods "year" and "months", get an additional row showing the average daily calls. This provides another useful KPI for benchmarking your call volume.

Usage

Select a call volume report with years or months as time frame to receive the average daily call row. The new row reports the daily average amount of calls per time period.

More GroupBy parameters for ServiceTime and ServiceLevel

With the new release, two new GroupBy parameters can be used inside the "Service Time" and "Service Level" reports. The organization category for customer or provider can be used for the grouping the "Service Time" and "Service Level" reports.

The following are the new GroupBy parameters:

  • ProviderOrganizationCategory
  • CustomerOrganizationCategory

SD.inventory

Download sub device relationship

In previes releases, the sub device relationships could be only be uploaded but not downloaded. From this release, the download functionality is also provided for the sub device relationships.

Changes

The Upload subdevices function has been moved inside the new Root-/Sub- Devices function.

Usage

  • Select the Root-/Sub- Devices function.
  • Select the Upload subdevices function to upload the subdevice relationship as used.
  • Select the Download subdevices function to download the sub device relationships.

New field for device setups: Device owner department

The department of the device owner can now be used inside device lists, device details, and SD.call device lists.

Usage

Edit the required setup and add the field "department" (label: ownerdepartment) to the setup.

Sub and root device assignment through multiselection

Before the Release 4.10, each sub or root device could only be added one after the other by using the AddRootdevice and AddSubdevice functions. From this release, it is possible to add sub and root devices inside the device detail through multiselect.

The earlier functions AddRootdevice and AddSubdevice have been replaced with the Assign Rootdevices and Assign Subdevice functions.

Use case: Use the multiselection for faster assignment of root and sub devices to a device.

Usage

Step 1: Select a device form a device list to see its details.

Step 2: Click on RootDevices or SubDevices.

Step 3: Click on Assign Rootdevices or Assign Subdevice function.

Step 4: Use the check boxes to select and deselect root or sub devices.

Step 5: Click on the Submit button to save the changes.

MessageRules

Mail Groups (e-mail lists) for Communications

With the new release, it is possible to define individual mail groups (email group lists). These individual email lists can be used by the MessageRules to send information to all members of a mail group. A mail group consists of users (of the ServiceGrid platform) and additional email addresses can be added through the online interface (without the need to create a user on the platform).

Use case: Define mail groups by assigning users and adding email addresses and notify them through MessageRules. Use mail groups to inform free definitions of departments, project teams or other sets of people.

Usage

  • Use the two new functions, available inside the "MessageRules" tab, to create and manage the new email list functions.
  • AllMailGroups function is used create and manage email lists.
  • AllMailAddresses function is used to enter new email addresses.

Assigning a MailGroup to a Contract or Service

  • Edit the master data of a contract or service (contract elements and service items) and assign a mail group using the Search button.
  • Delete an assigned mail group with the Trash button.

Creating a new MailGroup

  • Select the AllMailGroups function inside the MessageRules tab.Click on an existing MailGroup to see and edit its data.
  • Select the Create a new MailGroup function to create a new MailGroup. A MailGroup is defined by three fields: "Company", "ShortName" and "Name".
  • Use the upload and download function for mass data handling of MailGroups.
  • Use the upload function to upload users or email addresses to the mail groups.

Assigning users to a mail group

  • Select a mail group to see its master data.
  • Select the "Display Members" to see all assigned users and email addresses of the group.
  • Use the Assign Users function to assign users from the ServiceGrid platform.
  • Use the checkbox in front of the user to select or deselect it from the MailGroup.

Assigning email addresses to a mail group

  • Select a mail group to see its master data.
  • Select the "Display Members" to see all assigned users and email addresses of the group.
  • Use the Assign MailAddresses function to assign email addresses.
  • Use the checkbox in front of an email address to select or deselect it from the mail group.

AllMailAddresses

  • Select the AllAddresses function inside the MessageRules tab.
  • Click on an existing email address to see and edit its data.
  • Select the Create a new MailAddress function for creating a new mail address. A mail address is defined by three fields: "Company", "E-mail" and "Description".
  • Use the upload and download function for mass data handling of email addresses. The email address is used as primary key during the import.
  • Use the upload function inside All MailGroups to assign email addresses and users to the mail groups.

Assigning mail group to a contract or service (contract element or service item)

Edit the master data of a contract or ServiceItem and assign a mail group for the provider side (ProvMailGroup) or customer side (CustMailGroup) through the search button.

Mail Groups and Communications

  • Select an outbound communication (part of MessageRules) and assign one or more mail groups as receivers.
  • Mail groups can only be used inside a MessageRules communication.
  • Use one of the mail group types:

New mail groups: The receivers inside the communications are named ContractElements, but they will also be used if a service item was assigned to a call.

Receiver Types
Communications Description
SCContractElementMailGroup
Service customer contract element email group
SPContractElementMailGroup
Service provider contract element email group
SCContractMailGroup
Service customer contract email group
SPContractMailGroup
Service provider contract email group






New fields for contracts and services:

Inside the contract and service (contract element and service items) master data, two new fields can be used to assign a MailGroup for the customer and provider side.

Field Name Field Description
Contract
ProvMailGroup Service provider contract element email group
CustMailGroup Service customer contract element email group
ContractElement
CustMailGroup Service customer contract element email group
ProvMailGroup Service provider contract element email group









SD.cockpit

Subtitles and description for list setups reports and SD.report

For the list setups (used as cockpit elements) inside the SD.cockpit, two new settings allow defining subtitles and descriptions for graphic and table views of setup lists. Additionally, a description can be given to report (cockpit element).

Use case: The subtitle and description of a setup list will be shown when displayed as graphic or table. If present, the description of a report will be shown between the "Function" and "User" line.

Usage of list setup

  • Edit the master data of a list setup (inside SD.cockpit).
  • Enter a subtitle in the "SubTitle" field and the description into the "Description" field. After the fields have been filled, they will appear on the screen, when the setup is displayed.

Usage of reports

  • Edit the master data of a report.
  • Enter a description in the "Description" field. After the field has been entered and save it will appear on the screen when the report is displayed.

Report distribution as graphic file (PNG)

Previously, grouped lists shown as graphics (SD.cockpit) were sent by the schedulers as CSV file only. With the new release, the cockpit scheduler will send those setups as graphic (using the PNG format) instead of the CSV file.

Changed behavior

All defined schedules, which are currently sending grouped setups (defined as list) as CSV file will send them henceforth as graphic file (PNG).

Setup Editor for SD.cockpit

With the new release, it is now possible to manage cockpit setups directly inside the SD.cockpit module. This saves the switching time between SD.cockpit and BasicData and enhances the usability of SD.cockpit.

Use case: Users are not required to change between the SD.cockpit and BasicData module to customize setup lists. Change setups inside existing cockpit elements without the need to delete the existing element and to create a new one.

Usage

Two new functions have been added to the master data view of a cockpit setup. The Change List function is updated.

  • Copy Setup ­ function makes a copy of the current assigned setup and changes the assignment to the new setup.
  • Edit Setup ­ starts the setup editor.

Change Setup assignment with "Change List"

  • Select a setup (cockpit element) inside "Setup".
  • Select the Change List function and use the newly added "Search" icons to select a different setup by choosing from the list of setups. After the changes have been saved the new assigned setup will be available to the cockpit element.

Copy Setup

The Copy setup function makes a copy of the currently assigned setup and changes the assignment to the new setup. When the Copy setup function is called, the user is asked for confirming the action. After the warning was confirmed, the current setup will be copied and the new setup will be assigned to the cockpit element. After the new / copied setup is created, the system will open the new setup with the setup editor.

Edit Setup

The Edit Setup function starts the setup editor and makes the settings available  to change the setup. The cockpit setup editor works in the same way as the setup editor used inside the BasicData.

'NOTE:'

  • Changing a setup inside SD.cockpit will change the setup for everyone using the same setup and not only for the selected cockpit element.
  • If a setup should be adapted for one cockpit element, but is used by several, use the new Copy Setup function.

Report distribution parameters (SD.cockpit and SD.report)

Previously SD.report and SD.cockpit schedulers sent reports with default subjects, content and sender email address. With the new release, the subject, content and the sender address can be customized based on the need.

Use case: Customize the content of emails sent by the schedulers of SD.report and SD.cockpit.

Usage

  • Edit the master data of an SD.cockpit or SD.report scheduler or setup scheduler defined inside the user detail.
  • Fill in the new options "EMFrom", "EMSubject", and "Description" to customize the appearance of the scheduled report email. The "Description" will be placed after the content of the report scheduler in body of the mail. The new option will be available with the new release.

New options

  • EMFrom - Email address which should be shown as from address.
  • EMSubject - Subject of the scheduler email.
  • Description - Description (email body/text) of the scheduler email.

Report setup view parameters

For all list setups, new settings will define which views should be available (for switching). It allows a user only to switch between the activated views of a selected list setup. This function is available to all lists that can be grouped.

Use case: With the new settings, the usage of list setups can be further customized based on the needs and enables to use further restriction for the cockpit users.

Usage

  • Edit the master data of a setup inside the BasicData or SD.cockpit setup area.
  • Use the flags for "ListLink", "TableLink", "GraphicLink", and "TreeLink" to switch them on and off. By default, all the four flags are enabled for all new assigned list setups. The "TreeLink" flag is only available to lists which can be viewed as tree (Ex: device lists). The SD.cockpit allows defining these flags additionally at the master data of a cockopit element. The definitions performed inside the cockpit element will override the same definitions of the setup.

New list setup options

  • ListLink - This flag indicates if the "List" link for switching to the list view should be shown.
  • TableLink - This flag indicates if the "Table" link for switching to the table view should be shown.
  • GraphicLink - This flag indicates if the "Graphic" link for switching to the graphic view should be shown.
  • TreeLink - This flag indicates if the "Tree" link for switching to the tree view should be shown.

Hour and minute based reports of calls

Four new fields have been added to the CallTracking lists, which enable to create lists and reports using the hour or minute calls have been opened or closed.

Use case: Create a grouped CallTracking list, which calculates the amount of calls which happened at a defined time of a day (hour or minute). Create graphics which show the amount of calls opened or close per hour or minute.

Usage

  • Edit a CallTracking list and add one of the new fields and the number field as well.
  • Group by one of the new fields "CallCloseHour", "CallCloseMinute", "CallOpenHour", "CallOpenMinute".
  • Use the list view to see the results as list or create a business graphic by using the graphic option.

New CallTracking setup fields

Field Name
Field Description
CallCloseHour
Contains the hour of the call close. Example: 9, 10, 14
CallCloseMinute
Contains the minutes of the call close. Example: 34, 50, 24
CallOpenHour
Contains the hour of the call open. Example: 9, 10, 14
CallOpenMinute
Contains the minute of the call open. Example: 34, 50, 24







Measure Operational Level Agreements (OLAs)

This release supports Operational Level Agreements. With the release 4.10, it is possible to define OLA to measure the internal service quality.

Use case: Measure self defined OLAs inside your service processes such as how much time was a call in the second level? or how much time has passed between two CallStates?

Usage

OLA Administration

  • Use the new "OperationLevelAgreements" subfolder inside "CallSystem > Workflow" to define an OLA and the CallState where the time measure should start and stop.
  • Use the "Create new OperationLevelAgreement" to create a new OLA.
  • Use the "Show all CallStates with all OperationLevelAgreements" to see a matrix of all created OLAs and their CallStates.

Create a new OLA

  • Use the "Create new OperationLevelAgreement" to create a new OLA.
  • Define a "ShortName", "Name", and "OLAMinutes" (OLA times) for the new OLA.
  • Save the new OLA by using the "Save" button. After an OLA is created, the "Assign Service Times" allows setting the Service Times for the OLA.
  • Use the Assign CallState function to define the measure points of the OLA. You can use multiple CallStats for start and end of the OLA times. The same CallState may not be the start and stop point at the same time.
  • Select the start and stop points by setting a flag in the "IsStartOLA" or "IsStopOLA". After the selection, click the Submit button to save the changes.
    Additionally, to the manual entry of the OLA start and end points, an upload and download function is provided. The upload file has to contain the fields "CallSystem", "OperationLevelAgreement", "CallState", "StartOLAFlag", and "StopOLAFlag" to perform a successful upload.

NOTE:

  •  An OLA definition can have more than one start and stop points. A start point will not be overwritten by another start point and a stop point will not be overwritten by another stop point.
  • If an OLA is started and stopped and a CallState is reached (that would start the OLA again), the OLA will start to run again until another stop point is reached. The number of times will be added to a total time.


Using OLA values inside CallTracking lists (for reporting)

The OLA times can be shown inside CallTracking lists, which can be shown as list or cockpit graphic. Add one of the following fields to a CallTracking list. The OLA which should be shown is selected through the field option "OLA". Even if only one OLA is available, this selection has to be done.

Field Name
Field Description
SCOLAMinutes
Indicates the minutes of an OLA of the service customer
SPOLAMinutes
Indicates the minutes of an OLA of the service provider
SCOLATotalMinutes
Indicates the total minutes of an OLA of the service customer
SPOLATotalMinutes
Indicates the total minutes of an OLA of the service provider







Changes / Bug fixes / Updates

Updates: Style sheets (color themes)

Updates and correction of the style sheets settings have been made to improve the online interface. The standard style shows error messages as white messages on red background.

Update: Assign Parent / Child Setups

Previously, when a user changes between a CallTracking and a CallDetail and works with the assignment of children or parent calls and exited from the call to the CallTrackinglist, a wrong setup is shown sometimes. This behavior is rectified in this release. The system will now show the correct CallTracking list.

Change: Service time templates for SLAs and OLAs

With the introduction of OLAs and the extended SLA time definition, the already implemented function "Service Times" is considered more important. Previously, the service times where used for import inside of SLAs only and could also handle priorities. Now, "Service Times" provide functions to create and maintain service time templates for SLAs and OLAs. A service time template defines the time between which services are active and are used inside the SLA master data of services (contract elements or service items) and by OLAs.

Example: SLA / OLA runs from Monday till Friday from 09:00 till 17:00 and there is no service in the weekends.

Usage

Service time templates are managed inside "BasicData > MyCompany > Setups > Contracts > Service Times".

Changes

Through the generalization of the "Service Times" (used by OLAs and SLAs), the definition of ResponseTime, RecoveryTime, RecoveryAlertMinutes1, RecoveryAlertMinutes2, UseCutOff, CutOffTime1, BusinessDays, and CutOffTime2 are no longer defined inside the "Service Times".

Change: Translation of German "Severity" to "Ernsthaftigkeit"

With the introduction of the priority matrix and its urgency and impact codes, it has become necessary to correct the German translation of severity (was "Dringlichkeit") to "Ernsthaftigkeit".


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.

Related Articles

Release Notes V4.10

Release Notes


Rating: 0.0/5 (0 votes cast)

Personal tools