ServiceGrid Article - Cisco ServiceGrid Release Notes V5.6

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Contents

Overview

This release notes describes the new functions of the Cisco ServiceGrid Release Version 5.6.The following items are covered in this document:

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

New Functions in this Release

New functions are introduced in the Winter 2010 Release Version 5.6 on 12th of December 2010 to all customers using the ServiceGrid main platform (sdcall.solvedirect.com). All customers running their own inhouse infrastructure or using a ServiceGrid partner infrastructure will have later release dates. These updates occur after the update of the ServiceGrid main platform. Please contact your implementation partner for the update date.

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 automatically available to all users.
  • 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 customized systems.


Summary

  • Faster Method for Service Integration

          New BRIDGE Function: More flexibility and project savings of 50-60% by self customization with Bridge Builder Push-Pull BRIDGE (ServiceGrid is active)

  • Transparency and faster Service Processes
    • Higher quality by significant improvements in usability and handling
    • All customer or vendor information in one place: A single area that provides increased transparency as well as built in SD.cockpit functionality
    • Drag and drop functionality in SD.cockpit - quick and simple to edit
    • Function mailbox (inbox function) expansion: Updates to existing tickets by mail
    • Easier recording of expenses and working hours with Activities


New Features and Functionalities

WebServiceBridge

The new webservice bridge can be used for both pushing data to a webservice (ServiceGrid outbound) and pulling data from a webservice (ServiceGrid Inbound).

WebService Push Bridge

Administrators now can create full-fledged HTTP Push (plain HTTP and SOAP) connections from within the application. They can process responses of the target host and connection errors.To create a new outbound HTTP bridge, create a ServiceDefinition of type "WebService" in SD.basicdata -> MyCompany -> Servicedefinitions. For SOAP connections, copy your WSDL into the "WsdlCode" field.

RelNotesSampleServiceDefinition-01135719.png

Add the ServiceDefinition as receiver to an outbound trigger/communication.

RelNotesMessageRulesServiceDefinitionCommunication-01134452.png

RelNotesMessageRulesServiceDefinitionDetail-01134510.png

The attached template must produce a message of type SDHttpMessage for plain HTTP and SDSoapMessage for SOAP connections.

Sample SDSoapMessage
<SDSoapMessage>
<ServiceName>CallServiceService</ServiceName> <!-- optional -->
<PortName>CallServicePort</PortName> <!-- optional -->
<ServiceNameSpaceURI>CallServiceService</ServiceNameSpaceURI> <!-- optional -->
<PortNameSpaceURI>CallServiceService</PortNameSpaceURI> <!-- optional -->
<SOAPAction>CallServiceService</SOAPAction> <!-- optional -->
<SOAPOperation> <!-- required -->
<Headers>
<!-- can be any content -->
</Headers>
<MessageBody>
<!-- can be any content, for example -->
<username>username</username>
<password>password</password>
</MessageBody>
<Name>getCall</Name>
<NameSpaceURI>urn:ws.solvedirect.com/broker</NameSpaceURI>
<ResponseElementName>getCallResponse</ResponseElementName>
<ResponseElementNameSpaceURI>urn:ws.solvedirect.com/broker</ResponseElementNameSpaceURI>
</SOAPOperation>
</SDSoapMessage>

Sample SDHttpMessage
<SDHttpMessage>
 <Charset>UTF-8</Charset> <!-- optional -->
 <Headers> <!-- optional -->
 <Parameter name="Connection">keep-alive</Parameter>
 </Headers>
 <Message> <!-- required -->
 <!-- any content, for example -->
 <Element1>Content1</Element1>
 <Element2>Content2</Element2>
 </Message>
</SDHttpMessage>

To process responses of the target host, add the ServiceDefinition to an inbound communication as a sender. Errors will be delivered to the error trigger, if exists.

Sample SoapResult
<SoapResult>
<Headers>
<!-- can be any content -->
</Headers>
<MessageBody>
<!-- can be any content -->
</MessageBody>
</SoapResult>

Sample HttpResult
<HttpResult>
<ResponseCode>200</ResponseCode>
<Message>Some Message</Message>
<ErrorMessage></ErrorMessage>
<Headers>
<Parameter name="Cache-Control">no-cache</Parameter>
</Headers>
</HttpResult>

WebService pulling bridge

The WebServiceBridge can also be used to pull from other hosts through plain HTTP or SOAP. To create a pulling bridge, create a ServiceDefinition of type WebServicePullHttp for plain HTTP or WebServicePullSoap for SOAP-pull. The field WsPullMessage has to contain a valid SDHttpMessage for plain HTTP or an SDSoapMessage for SOAP; InboundReceivePeriod specifies the receive interval in seconds.

RelNotesSampleServiceDefinitionPull-01132959.png

Add the ServiceDefinition as sender to an inbound communication

RelNotesMessageRulesServiceDefinitionPull-01134641.png

The attached template has to process bridge result messages.

Move/Copy Cockpit Elements

From this release, you can copy and move cockpit elements between folders in the cockpit's administration.The Cockpit's tree view got a complete overhaul in order to provide this functionality.

V5 6CopyMoveCockpitFolder1-22111356.png

Every node in the tree, folders and non-folders alike, can be dragged to a desired position with the mouse. When dropping a node, the following restrictions apply:

  • No node can be moved at the same level as the company node ("SolveDirect Demo 3" in our example).
  • Folders will always be displayed before non-folders.
  • Only folders can be dropped directly below the company node.

A small icon besides the dragged node denotes whether the node can be dropped at its current position.

V5 6CopyMoveCockpitFolder2-22111449.png

After dropping a node at a legal target position, a menu will appear. Now it is possible to

  • Copy the dragged node recursively
  • Move the node to the new position
  • Abort the operation

V5 6CopyMoveCockpitFolder3-22111503.png

After the copy/move operation, the new node will be selected in the tree and also in the detail frame.

V5 6CopyMoveCockpitFolder4-22111514.png

Display attachments of cockpit as list

In SD.cockpit, the attachments are displayed in a list view. This allows to search in the attachment list and to sort the attachments by name, file extension, and size.

V5 6CockpitAttachmentList-01140546.png

HTML View for messages

From this release, HTML mails are displayed as HTML instead of text (with tags). The new view has been implemented in the overview of outbound messages.

V5 6DisplayHTMLMailsAsHTML1-22111700.png

It also has been implemented in the message detail form:

V5 6DisplayHTMLMailsAsHTML2-22111709.png


Secure Login

The administrator of a company can define an IP range for the company. If a user, who is a member of this company, tries to log in, the IP of the HTTP Request is checked. If the IP is within the defined IP range, login will be successful; Otherwise, the login fails. Users who are allowed to edit the Company master Data (= Administrators), can define 0..n IP ranges. To do so, a new TopFunction IP ranges has been added to the company detail.

Ipranges topfunction-02141110.png


Clicking on the Topfunction displays a list of current defined IP ranges.

Ipranges list-02141033.png


A Topfunction Add new IP-Range can be used to create a new IP range.

Ipranges list add new-02141042.png


To update or delete existing IP ranges, the Submit button below the list can be used.

Ipranges list update delete-02141102.png


Following notations are allowed to define an IP range:

Type
Example
Single IP
192.168.5.5
Range
192.168.0.2 - 192.168.2.13
Subnet decimal
192.50.0.1/27
Subnet octets
192.100.0.1 255.255.255.240







Cockpit WebDAV

This feature enables access to the SD Cockpit folder structure and attachments with a webdav client. Connect with the url: https://ws.solvedirect.com/ws/webdav/. You can either use a webdav client or a normal browser to access this url. You need to login with a valid SD username and password.

Extension of Inbox

Updating a Call through an Inbound Message

At the moment, it is only manually possible to create a new call according to an inbound message. A user can also attach a message to an existing call by clicking on a link.User selects a message from the message list.

RelNotesInboxMessageList-09154437.png

If the user has the permission to update calls and if the message is in the Active state and is not linked to a call yet, a new TopFunction Update Call is available.

RelNotesInboxMessageDetail-09154521.png

After clicking on the Update Call' 'link, the CallList appears. At this point, the user has 2 options on how to continue. The user either selects a message from the list and updates the call or creates a new call just as creating a new call from the previous view.

RelNotesInboxCallList-09154536.png

When the subject of the selected message contains the pattern [CFRxxx], where xxx stands for a Call ID, the list is prefiltered with the Call ID.

RelNotesInboxSubjectShortcut-09154546.png

After the selection of the call, the user can enter the desired call action. This list of call actions is filtered, and only available and valid actions are presented to the user.

RelNotesInboxSelectAction-09154555.png

If a user selects an action that has autosave enabled, SD.call returns to the message list. Otherwise, the user is being forwarded to the Call Detail view. Without changing any fields, the system would insert the subject and the body of the message into the Remarks field and when saving the changes, the system appends the message and all attachments to the actual call history item.

RelNotesInboxRemarksAttachments-09154604.png


Defining Default Setup to be loaded for the Call List

The Setup of the Call List is customizable and can be defined at the MessageList setup master data at SD.basicdata -> MyCompany / [Company] -> Setups -> Messages -> MessageList -> [MessageList] -> Change the setup master data.

RelNotesInboxChangeSetupMasterData-09154613.png

In the detail view, the user can select one of its Call Setups. This setup is then used and displayed by default when the user clicks on Update Call.

RelNotesInboxDefaultCallDetail-09154624.png

New setup for detailform of organizations

With the new release, not only organization lists, but also organization detail views can be set up. Additionally, table extensions are now available for organizations as well. The new organization detail setups can be configured at MyCompany/Setups/Organizations. All fields available for organization lists are also available for organization detail setups.

V5 6Orgdetail1-26073912.png
V5 6Orgdetail2-26074004.png


Now it is possible to configure table extensions for organizations. The extended fields can be uploaded and downloaded; they can be added to all organization detail setups and all organization list setups.

V5 6Orgdetail3-26074023.png


When editing a call, the call is displayed in a specific call detail setup, which may contain a field for customer or provider organizations. For such fields, it is now possible to specify an organization detail setup.

V5 6Orgdetail4-26074055.png


On clicking the detail button next to the customer or provider, a detail view displaying that customer or provider will open in the right frame. This detail view will be presented in the detailsetup specified for the clicked field.

V5 6Orgdetail5-26074105.png

MyCustomers/MyProviders

From this release, organizations can be edited within SD.basicdata/MyCustomers and SD.basicdata/MyPoviders. The related items locations, users, contracts and contract elements can also be edited. Calls and attachments of the cockpit can be viewed. Prior to release 5.6, organisations and related items will be edited at SD.basicdata/MyCompany. The detail of an organization could only be viewed at SD.basicdata/MyCustomers and SD.basicdata/MyPoviders.

Special permissions must be set for this area of the application. These notes describe the full functionality and show the features under the conditions of maximum permissions. Only SD.basicdata/MyCustomers is described. SD.basicdata/MyPoviders works similarly.

Organization List

MyCust001-01143729.png

  • All customer organizations which the user has access to, are shown.
  • All organizations of the same company that have the role "customer". (marked red in the image).
  • All organizations with the role "customer" that are connected through a contract.
  • All organizations in which the user is a member.

It is not possible to create a new organization here. New organizations can only be created in SD.basicdata/MyCompany. To edit an organization, click on the first column (for example, shortname of the organization) or on the triangle.

Organization Detail

Instead of a simple detail form, a two frame structure is shown.

MyCust002-01144625.png
New features include the Tree on the left side with the following:

  • Master data (organization detail can be set up)
  • Locations of this organization
  • Users that are members of this organization
  • Contracts that have this organization as customer organization
  • ContractElements (and ServiceItems) of these contracts
  • Calls that have this organization as customer organization
  • Cockpit that this organization has access to (only attachments)

The organization can be edited using the "Change master data" link. To get back to the list, choose either of the two "Back to list" links.

MyCust003-01151037.png

"Foreign" organizations that are not part of the same company cannot be edited and are shown as a reduced tree.

 Locations

MyCust004-01151527.png
All locations of this organization are shown in the list. A new location can be created. The organization that is chosen at the moment will be set as the location's organization automatically.
The company will be set accordingly. Therefore, the organization and company fields will not be shown in the create location form.

An existing location can be edited. The organization can be changed. In this case, it will no longer be shown in the location list of the organization. An existing location can be deleted. If connections to other entities (for example, calls) exist, it cannot be deleted. Locations can be imported and exported.

Users

MyCust005-01152648.png
All users that are members of this organization are shown in the list. Also users with different root company are shown and can be edited.A new user can be created. The organization that is chosen at the moment will be set as the users's first organization automatically. The root company will be set accordingly. Therefore, the Organization and Company fields will not be shown in the create user form.

Existing users can be added to the organization and an existing user can be edited. Also, the user can be removed from the organization. In this case, it will no longer be shown in the user list of the organization.

An existing user can be deleted. If connections to other entities (for example, calls) exist, it cannot be deleted.Users can be imported and exported.

Contracts

All contracts of this organization are shown in the list. The role of the organization is considered and only contracts with customer organization are shown at SD.basicdata/MyCustomer.

A new contract can be created. The organization that is chosen at the moment will be set as the contract's customer organization automatically. Therefore, the organization fields will not be shown in the create contract form.An existing contract can be edited. The organizations can be changed. If a customer organization is changed, the contract will no longer be shown in the contract list of the organization.

An existing contract can be deleted. If connections to other entities (for example, calls) exist, it cannot be deleted. New contract elements can be added. ServiceItems can be viewed and assigned. Contracts can be imported and exported.

ContractElements

All ContractElements (and ServiceItmes) of this organization are shown in the list. The role of the organization is considered and only ContractElements with contract customer organization are shown at SD.basicdata/MyCustomer. A new ContractElement can be created. The organization that is chosen at the moment will be set as the contract's customer organization automatically. Therefore, the organization fields will not be shown in the create ContractElement form. An existing ContractElement can be edited and can be deleted. If connections to other entities (for example, calls) exist, it cannot be deleted. CallActions can be viewed and assigned. ContractElements can be imported and exported.

Calls

All calls of this organization are shown in the list. The role of the organization is considered and only calls with customer organization are shown at SD.basicdata/MyCustomer. Calls can only be viewed. The full call detail will be shown with both sides, but only in view mode. For example, actions are not available on the right side.

CockpitViewer

The tree contains a node called “CockpitViewer”. When you click on this node, a subtree is displayed which contains cockpit groups and attachments of the selected organization.

Screenshot mycustomer myprovider cockpitviewer-01152927.png


The groups and attachment elements are restricted to those which are permitted for:

  • users of the customer's organization
  • users belonging to at least one organization of the currently logged-in user
  • users who are in the same permission group as the currently logged-in user

The cockpit tree is read-only; that means you cannot add, change or delete the cockpit groups and attachments.

Permissions

A new set of permissions is being introduced with this organization tree. It will be possible to set the permission of the tree items individually for each company on permission group level. For now, no administration of these permissions is possible within the application. Until release 5.7, the permissions must be changed by a ServiceGrid member. It has been taken care that the old functionality is available for existing companies. If you are interested in the extended organization tree, please contact with your ServiceGrid contact person. Otherwise, the organization section will look like as in the following figure.

MyCust006-02091430.png

Usability enhancements for callactivity detail

The usability of the activity form in the right frame of calldetail has been improved. Now it is possible to prevent the user from changing or deleting an existing activity. After selecting the Activity tab in the right frame, all activities are displayed in a read-only mode.


V5 6CallActivites 1-24082258.png
For changing an existing activity an edit button is available. After clicking this button, the selected activity can be edited in the form and will not be moved to the top of the page.


V5 6CallActivites 2-24082317.png
For each activity a delete button is displayed above the activity. It is not necessary to move the activity to the top of the page anymore. An activity can be deleted at the place where it is displayed.


V5 6CallActivites 3-24093148.png

All buttons can be enabled or disabled within the activitydetail setup.

V5 6CallActivites 4-24093803.png


New inboundfield ActivityType

New fields are added to the inbound fields. You can send the type of an activity within an inbound message and you can send the activitytype using the shortname or the name of the activitytype.

The internal names of these fields are:

  • ActivityType.ShortName
  • ActivityType.Name

If you are using the SD Standard Metro Websebservice, the XML looks as follows:

<CallData>
<Calls>
...
</Calls>
<CallActivities>
<BPPShortName>$RIC</BPPShortName>
<BusyTime>2010-10-29T10:30:00+02:00</BusyTime>
<WorkStartTime>2010-10-29T11:30:00+02:00</WorkStartTime>
<WorkEndTime>2010-10-29T13:00:00+02:00</WorkEndTime>
<BackTime>2010-10-29T14:00:00+02:00</BackTime>
<ActivityType>
<ShortName>01</ShortName>
<Name>Installation</Name>
</ActivityType>
</CallActivities>
</CallData>


New feature organization upload

The upload of organizations is now available as a company feature. Please contact support@cisco.com to enable this feature for your company.

Staging parameter for webservice bridges

Communications in the ServiceGrid system are used to define and edit all relevant information needed for a working communication between ServiceGrid and an another System. Senders or receivers are an essential part of every communication. In some cases, it is necessary to define separate senders or receivers for each environment (for example, one sender for the productive environment and one sender for the test environment). For this purpose, a new field SystemName is added to senders and receivers in SD.BasicData / MessageRules / All Communications / [Communication].


Staging parameters sender list-01144900.png


The Field SystemName defines on what ServiceGrid systems, the sender or receiver will be used. Possible values are:

ServiceGrid Environment SystemName
all all
SDCall sdcall
SJC1 sjc1
VIE2 vie2
Alpha alpha
Beta beta
Custom custom









In addition, some customer-specific values for customer-specific environments are possible. Please contact support@cisco.com for further Information. The new field is set to All by default and can be edited when changing the master data of a sender or receiver.

Staging parameters sender detail-01144851.png

Selection of a Contract Element with a tree

A new method for selecting a contract element by its categories has been implemented. This new method is activated by adding a specific field (ContractIDCustTree or ContractIDProvTree, respectively) to a calldetail setup. When adding these fields, make sure 'Display Detail button' is checked, or no button to select the contract element will be displayed.

Contractelementtree setupfield-07093024.png

In order to select a contract element, customer and provider must have been selected already. This makes sure the presented tree does not have too many elements.

Contractelementtree calldetail-07093035.png

In the above image, the detail button is not displayed, because no customer has been selected yet.

When the detail button is clicked, the categories of the contractelements are presented as a tree. ContractIDCustTree uses only the customer's categories, while ContractIDProvTree uses only the provider's categories. The nodes at the top level represent all categories 1, immediate children of these nodes represent all categories 2 and so on. The contract elements are represented by leaf nodes (denoted by non-folder symbols). When one of them is clicked, the contract element represented by this leaf is set for the current call.
NOTE: If there is a contract element whose categories are a subset of the categories of another contract element, the former would not be displayed.

By double clicking a folder, it is expanded or collapsed. It is possible to expand or collapse all tree nodes with the appropriate functions at the top of the tree.

Contractelementtree tree-07093047.png

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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