ServiceGrid Article - Cisco ServiceGrid Release Notes V5.4

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Contents

Overview

This release notes provides information about the new functions and features introduced in the Cisco ServiceGrid Spring Release, Version 2009. The following items are covered in this document:

  • Outlines the new functions and modules.
  • Gives a brief look, on how the new functions are implemented, managed, and used.
  • Describes the benefits of the new functions using small use cases.
  • Provides information on how existing functions are extended or changed.

New functions in this release

New functions are introduced in the Spring 2010 Release Version 5.4 on March 28, 2010 to all customers using the ServiceGrid main infrastructure (sdcall.solvedirect.com). All customers running their own inhouse infrastructure or on a ServiceGrid partner infrastructure have different release dates. These updates occur after the update of the ServiceGrid platform. Contact your implementation partner for the updated dates.

Availability and licensing of new functions and modules

  • All new functions and modules are installed on the platforms.
  • New functions and modules, which are part of the general update will be available to all customers of the platform.
  • Some functions are available to all users automatically.
  • Some functions or modules should be configured or activated first.
  • Some of the new functions and modules should be licensed separately before being used in their own customized system.

Summary

This summary gives a brief overview of the new functions introduced with the new release.

  • SD.dialog - Web 2.0/Wiki
    • Collaborative Service Knowledge Management
    • Standard Operating Procedures
  • Service Manager - Usability improvements

    Better functionality and a new layout of the right frame in call detail.

  • SD.bridge
    • New standard webservice for a smart service integration
    • Enhanced escaltion rules

New Features and Functionalities

Web 2.0/Wiki

With the new release, the new SD.dialog module is available. This module provides:

  • Management of the knowledge and the information about your service process.
  • Organization and publishing of service knowledge using a wiki.
  • Control of access rights.
  • Direct access from call detail to the most significant information.

Use cases:

  • Allows you to provide the service knowledge to the servicedesk users (1 click).
  • Reduces service managment process time.
  • Manage centralized or distributed service knowledge.
  • Share service knowledge with customers.

For more detailes information, refer to the SD.dialog documentation.

CallDetail right frame

Teaser

Until Release 5.3, the CallDetail sub functions were accessible through different means as follows:

  • Buttons on the left side (for example: SendMail, Setup, Upload).
  • "More"-Menu on the right side (for example: Additionals, Activities)
  • Functions and information specific to certain CallDetailFields (for example: Contract/SLA, Helpdesk, MainComponent, Notes).

With Release 5.4, these functions are now accessed in the same way. Now,

  • The right frame of the CallDetail is equipped with tabs (tab-menu).
  • All "More" functions and all right frame button functions are represented with a tab.
  • Buttons that open a function page on the right side no longer exist.
  • The CallDetail setup has been modified according to these changes.
  • All tab functions can be set to hide or display for each permission group. The permissions have been set according to your usages of CallDetail setups and permission groups.
  • A default is available, which will show up to two functions at the same time. (for example: CallActions above History)
  • CallDetailFields-specific functions have not been changed.

CallDetail

CallDetail at first open of existing call

RelNotes RF3-24115554.png


When opening an existing call, after the release installation, you will immediately notice some changes:

  • Most buttons at the top of the left side have vanished.
  • On the right side, you can see the new tabs, which offer the functions of these buttons as well as others.
  • You will also notice that the CallActions is displayed above the History  as a default view.

The changes are mostly visual. Great care has been taken to assure that you will find the functions unchanged. Please use the tabs on top of the right side. They will take you to the usual forms.
The availability of some tabs and defaults varies based on the state of the call. (for example: no history or view for "new call", no actions in default at "edit call")

Until V5.3, you have seen the CallHistory or the CallActions when opening an existing call. Tjhis has changed in this release. Now up to two functions can be shown as default.

  • The selection is done in the calldetail masterdata.
  • For now, you can choose from five different functions: CallActions, History, Activities, ParentChild, and Wiki.
  • You can set any of these functions as default1 (upper) and default2 (lower). (for example: Wiki above Activities)
  • If you only set one of the two default options (default1 or default2), only one function will be shown. (for example: CallActions only).
  • If you don't set a default, the "EmptyDefaultText" will be shown. (This text is editable with a WYSIWYG editor).
  • If there is no text, an empty page will be shown below the tabs.
  • You can return to the default view by clicking on the tab named "Default".
  • The default tab is always available.
  • If no tab has been activated, the default tab will not be shown, since it would be the only one. (The default functions themselves are not affected.)


Setup

Go to "BasicData/MyCompany/[company]/Setups/CallSystems/[callsystem]/CallSetups/CallDetail/[detailsetup]/Change the setup master data". Notice that the layout of the form is changed. In the left column of the CallDetail, you will find buttons that represent all functions that are directly connected to the call (for example, save, reset, scroll, and so on).

New layout of masterdata

RelNotes RF1-24115539.png

In the right column of the CallDetail, you will find tabs that provide additional information or functions to the call (for example, Upload, CallActions, History, Activities, and so on).

  • Some of these functions have already been available as buttons. They are set according to their former value (for example: UploadButton -> UploadTab)
  • You were not able to set the "More" functions within the setups before. They have been activated according to your permission groups settings (for example: Activities) .
  • "History" is an entirely new tab. Its value is set according to the former function "ShowHistory".

Below the tab-checkboxes you will find two selectboxes. Here you can select the functions for the default page. (You can choose from among the most attractive possibilities: CallActions, History, Activities, ParentChild, Magic=Wiki.

  • Default1 has been set to CallAction (if the workflow of the setups' callsystem uses actions) or to History.
  • Default2 has been set to History (if Default1 is CallAction).

The last option you can edit on the right side is the "EmptyDefaultText".

Masterdata with maximized WYIWYG editor

RelNotes RF4-24115600.png

In some cases it is not possible to display the defaults. Example: When you open a new call or no history and no actions are available.You can use the WYSIWYG editor to compose an information page that will be shown instead of an empty default. To use the editor, you have to maximize it by clicking the editor button (blue screen symbol). If text has already been entered, the first characters will be shown next to the button.

After clicking the WYSIWYG button, the maximized editor will fill the frame of the setup masterdata.

Permissions

Besides activation within the setup master data, it is possible and needed to set the permissions for all tabs depending on the permission groups. As the tabs belong to the CallDetail, the permission page has been split into two pages. Permissions for menus, top functions and sessions are still set at "Menus and Permissions".

To set the tab-permissions, go to BasicData/MyCompany/[company]/Permissions. You will find the new tree entry "CallDetailTabsPermissions". At this page, you can set the permissions to "Display" or "Hide" for the individual permission groups. If the permission is set to hide, the tab will not be shown.

Tab Permissions

RelNotes RF2-24115547.png

If a user should see a tab in the CallDetail, you have to set the permission for the users' permission group to "Display" and activate the tab in the setup that is used. The permissions for the new functions have been set for all companies according to their usage in the CallDetail setups. (for example: HasParentChildButton (old) -> ParentChild-Persmission is set for all used permission groups). Like all other permissions, the ones for the tabs can also be set at the user level.

Standard Webservice for putCall and getCall

Teaser

A new webservice has been implemented with the new release. With this webservice, it will be easier to connect to the ServiceGrid application using ServiceGrid BRIDGE functionality. The complete documentation of the product ServiceGrid BRIDGE can be found in the ServiceGrid documentation Wiki. This Webservice implements two methods:

  • putCall: With this method, a new call or a call update message can be pushed to ServiceGrid
  • getCall: With this method, a new call or a call update message can be pulled from ServiceGrid

URLs

The new webservice is deployed on the different systems using these URLs:

WSDL

XML Schema

The WSDL contains the XML schema. This schema describes the XML structure of the inbound and the outbound messages. Both messages have the same structure. All outbound fields can be used also for inbound messages. There are only some fields that can only be used by inbound messages.

putCall

Using this method, a new call or a call update can be pushed to the ServiceGrid application. Nearly all possible inbound fields described in CommonContent can be sent. This method must be called with three parameters:

  • username: the name of the user whose messages will be pulled
  • password: the password of the user whose messages will be pulled
  • CallData: the call data, which should be sent to the ServiceGrid application as XML described in the XML schema of the WSDL.

Example of a SOAP request

<S:Envelope xmlns:S="http://schemas.xmlsoap.org/soap/envelope/">
<S:Body>
<ns2:putCallResponse xmlns:ns2="urn:ws.solvedirect.com/broker"/>
</S:Body>
</S:Envelope>

This XML message will be returned, if the message has been sent to the ServiceGrid application successfully. Otherwise, an exception will be thrown.

getCall

Using this method, one call message can be pulled from the ServiceGrid application. If a connected system wants to receive all available messages, it should call this method until an empty message has been received.This method must be called with two parameters:

  • username: the name of the user whose messages will be pulled
  • password: the password of the user whose messages will be pulled

Example of a SOAP request

<S:Envelope xmlns:S="http://schemas.xmlsoap.org/soap/envelope/">
<S:Body>
<ns2:getCallResponse xmlns:ns2="urn:ws.solvedirect.com/broker">
<CallData>
<Calls>
<SDCallID/>
<CustCallID/>
<SPCallID/>
<ShortDescription/>
<Description/>
<Remarks/>
<Calls>
<Caller>
<ShortName/>
<LastName/>
<FirstName/>
</Caller>
<Contracts>
<ShortName/>
<Name/>
</Contracts>
<ContractElements>
<ShortName/>
<Name/>
</ContractElements>
</CallData>
</ns2:getCallResponse>
</S:Body>
</S:Envelope>

Customizing in the ServiceGrid application

To use the new webservice for pushing and pulling messages to and from the ServiceGrid application, it is required that there are messagerules customized for inbound and outbound messages as well. The new standard converter SDStandardXML 2.0 must be used for communications for both directions. It is not necessary to write XSL templates using this converter for inbound or outbound messages.

And, it is not possible to customize the format of date and timestamp values and to set up the encoding of the messages. All timestamps have to be sent to ServiceGrid and will be sent from ServiceGrid in ISO8601 format (Example: 2010-01-29T15:05:41+01:00). All messages are UTF-8 encoded.

Refresh button in CallDetail

Teaser

If the customizing team is testing a new bridge connection and wants to see the updated call data immediately, they should go back to the call list and click the call again. The problem is that this procedure can take a long time if there are lot of calls in the call list. Now there is a new button available and the call can be loaded without leaving the calldetail form.

Usage

Calldetail Refesh button

RefreshButton1-24115453.png

On the top of the calldetail form, a new button can be displayed. By clicking the refresh button, the call will be reloaded and will show the updated calldetail changes.


Customizing

Calldetailsetup Refresh button

RefreshButton2-24115510.png

It can be customized in the master data of the calldetail setup if the refresh button is available in a calldetail.


Priority of SLA Extension

Teaser

The current implementation makes it possible to have different SLA parameters (response and recovery) for certain priorities in SLA's. All available priorities of one callsystem are still shown in the selectbox in the calldetail form. In case a callsystem is used for different customers with many different SLA's, the respective priority configuration will be used. If a help desk agent opens a call, they would have to take into consideration which priorities are the correct ones for the specific SLA. If only the priorities are available that are assigned to the SLA, it is guaranteed that the correct priority and the associated SLA times are selected.

Usage

Use Priorities of SLAExtension

SLAExtPri1-24115649.png

If only priorities should be available in the call for which an SLA is defined, the new flag "UsePrioritiesOfSLAExtensions" in the contractelement must be set.

SLAExtensions defined for priorities

SLAExtPri2-24115655.png

If this flag is set, only the priorities will be displayed in the selectbox for which an SLA is defined.

Calldetail with reduced priority selection

SLAExtPri3-24115700.png

The selectbox does not contain all of the priorities of the used callsystem. Only the priorities for which an SLA is defined are available.

SLA without SLA extensions

SLAExtPri6-24115718.png

If there are no priority dependent SLA extensions defined or the flag "UsePrioritiesOfSLAExtensions" is not set, then the user can select all active priorities from current callsystem. The user can also select from all active priorities, if the SLA extensions are defined for the priorites of the partner.

Usage of all active priorities

SLAExtPri4-24115706.png

Calldetail with completed priority selection

SLAExtPri5-24115712.png


Customizing

There is a new flag, "UsePrioritiesOfSLAExtensions", in contractelement. This flag defines which priorities will be used in CallDetail or in converter:

  • if flag = 'Y' -> use priorities from SLA Extensions; if there are no priorities defined, then all priorities from call system can be used.
  • if flag = 'N' -> use priorities from call system. This flag could be set in ContractElement detail form and could be uploaded and downloaded by contract elements list.


New receivertypes for outbound messages

With the new release, 18 receivertypes have been added and can be selected in BasicData/MessageRules.

Teaser

Until now a message can be sent to the contact person of a technician or to the "contactpersons" of all technicians of a queue. But it is not possible to send a message to the contact of the "contactperson". In case of escalation, it might be necessary to inform these persons about the situation of a call.

Usage

The following new receivertypes have been added:

ShortName
Name
Type
Description
TEC-CP-CP
ContactOfTechnicianContact
Mail from SD
Sends message to contact of contact person of the technician
TEC2-CP-CP
ContactOfTechnician2Contact
Mail from SD
Sends message to contact of contact person of the technician2
TEC3-CP-CP
ContactOfTechnician3Contact
Mail from SD
Sends message to contact of contact person of the technician3
QUE-TEC-CP-CP
ContactOfQueueTechniciansContact
Mail from SD
Sends message to contact of contact person of all technicians of the queue
QUE-TEC2-CP-CP
ContactOfQueue2TechniciansContact
Mail from SD
Sends message to contact of contact person of all technicians of the queue2
QUE-TEC3-CP-CP
ContactOfQueue3TechniciansContact
Mail from SD
Sends message to contact of contact person of all technicians of the queue3
TEC-CP-CP
ContactOfTechnicianContact
SMS from SD
Sends SMS to contact of contact person of the technician
TEC2-CP-CP
ContactOfTechnician2Contact
SMS from SD
Sends SMS to contact of contact person of the technician2
TEC3-CP-CP
ContactOfTechnician3Contact
SMS from SD
Sends SMS to contact of contact person of the technician3
QUE-TEC-CP-CP
ContactOfQueueTechniciansContact
SMS from SD
Sends SMS to contact of contact person of all technicians of the queue
QUE-TEC2-CP-CP
ContactOfQueue2TechniciansContact
SMS from SD
Sends SMS to contact of contact person of all technicians of the queue2
QUE-TEC3-CP-CP
ContactOfQueue3TechniciansContact
SMS from SD
Sends SMS to contact of contact person of all technicians of the queue3
TEC-CP-CP
ContactOfTechnicianContact
FAX from SD
Sends FAX to contact of contact person of the technician
TEC2-CP-CP
ContactOfTechnician2Contact
FAX from SD
Sends FAX to contact of contact person of the technician2
TEC3-CP-CP
ContactOfTechnician3Contact
FAX from SD
Sends FAX to contact of contact person of the technician3
QUE-TEC-CP-CP
ContactOfQueueTechniciansContact
FAX from SD
Sends FAX to contact of contact person of all technicians of the queue
QUE-TEC2-CP-CP
ContactOfQueue2TechniciansContact
FAX from SD
Sends FAX to contact of contact person of all technicians of the queue2
QUE-TEC3-CP-CP
ContactOfQueue3TechniciansContact
FAX from SD
Sends FAX to contact of contact person of all technicians of the queue3


















All these receiver types can be selected for receiver of an outbound communication.

ScreenNewReceiverTypes-24115644.png

When a message is sent and the receiver cannot be identified (Example: As no contact person is assigned to the contact person of the technician) or the receiver does not have the needed target address (Example: field EMail is empty), a warning message will be sent to the receiver of error messages:


Cisco . c o m
------------------------------------------------------------------
A warning occured in your call-message,
so we inform you, but we proceed your call!
WARNING: No SMTP.out-Receiver for ContactOfTechnicianContact found!
WARNING: SDCallID: 171871181
CustCallID: IM2345067
------------------------------------------------------------------
Customer-Call-ID: IM2345067
Contract: Problem-HW
ContractElement: Desktop
------------------------------------------------------------------

New fields for calltracking and calldetail setups

With the new release, the fields, contractelementstate of the customer and of the provider, have been added to setups for calltracking and calldetail.

Teaser

The state of the customer or of the provider of the contractelement of the call should be displayed in the call list and the calldetail form.

Usage

Call list
In the calllist, the contractelementstate of the customer and of the provider can be displayed using 3 different fields. Each column contains a selectbox where one contractelement state can be selected to set a filter for the list.

ScreenContractElementStateCallList-24115620.png

Calldetail

In the CallDetail form, the contractelement state of the customer or of the provider can be displayed. This field is read only and contains the shortname and the name of the contractelement state.

ScreenContractElementStateCallDetail-24115615.png

Customizing

Call list Setups

In the setups of the call list, six new fields have been added. For each state three fields are available:

  • The shortname of the contractelement state of the customer and provider.
  • The name of the contractelement state of the customer and provider.
  • The concatenated shortname and name of the contractelement state of the customer and provider.

ScreenContractElementStateCLSetup-24115631.png

Calldetail setups

In the setups of calldetails, two new fields have been added. For each state one field is available. The concatenated shortname and name of the contractelement state of the customer and provider.

ScreenContractElementStateCDSetup-24115625.png


Changes

Mainmenu

In the main menu, three entries have been renamed:

  • SD.DataBroker -> SD.databroker
  • BasicData -> SD.basicdata
  • CommonContent -> SD.commoncontent

ScreenMainMenu-24115638.png

Businesslocation of caller

This functionality, which has been only available in the online interface, has now been added to the converter. If required, it is possible to copy the businesslocation or the location of the caller into the location of the call. Therefore, the new ControlFlag Control.MergeLocationFromCaller must be set in the inbound message.

New inbound fields CallAdditionals

It is possible to add several "CallAdditionals" to the call. One "CallAddtionals" set is made up of 1 to 64 free fields (Field1, Field2, and so on) and optionally a FunctionPort (default="Converter") and a PosNr (default=last PosNr+1). These fields can be filled out freely.

In case of a callupdate, a key consisting of several fields, can be given. (Parameter: key="yes") This key may contain several FieldX-fields, FunctionPort and PosNr (one or any of them). These key fields are used to search for an existing additional entry connected to the call. If an entry is found, its values are updated with the ones given in the call updates keyless fields.

NOTE: The same field can be given as a key and as an update value. Therefore, you can first search for an entry and update its key later.

If no key is given, a new entry will be created. In case of an existing entry with the same unique key (CallID, FunctionPort, PosNr), the transaction will be rejected.

Example XML

<CallAdditionals>
<Field1 key="yes">100-3</Field1>
<Field2>1598</Field2>
<Functionport key="yes">LX-MJE</Functionport>
<PosNr>33</PosNr>
</CallAdditionals>

With this example, the calladditional record with field1=100-3 and functionport=LX-MJE will be updated and the field2 is set to 1598 and the field posnr is set to 33. If no record is found, a new record will be created.

Numeration of attachments

The attachments in calldetail and callhistory forms will be displayed with a consecutive numeration. These numbers can be used by the users for the identification of an attachment if the filename is difficult to read.

ScreenAttachmentNo-24115607.png

Layout

All Stylesheets have been revised, resulting in a modern look.

Solution Search

The fields "external solution" and "expert solution" has been added to the solution search.

Upcoming Release Plans

  • Calendar 2.0
  • Web 2.0/Chat - Skype Integration
  • Application Usability Improvements
  • ServiceGrid BRIDGE - next generation

Please note that this is a preview and changes to the functions and features in the release might occur.

 

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

For other ServiceGrid Release Notes, go to ServiceGrid Release Notes page.



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