ServiceGrid Article - Cisco ServiceGrid Release Notes V6.0

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Contents

Overview

This Release Notes provides information about the new functions and features introduced in Cisco ServiceGrid Winter 2011 Release Version 6.0. 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 2011 Release Version 6.0 on December 18, 2011 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 receive the release on a later date. These updates occur after the update of the ServiceGrid main platform. Contact your implementation partner for the update on 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.


New Features and Functionalities

Logo Upload Feature by Customer

Reason

In the current release, it is now possible for administrators of a company to upload and change their own logo which will be displayed in the top left corner of SD² without interference of Cisco.

How does it work?

The logo for a company could be setup in the company settings property of BasicData -> MyCompany -> [Company] -> Change master data.

Company Master Data Change

Logoupload01-06142709.png

In the detail view of the company, there is a field called "LogoFileName" which will only be visible to administrators and superusers of a company. Besides this field, there are 2 fields:

  • Lens: This button is used to upload a new logofile which should be used for this company. The uploaded file must meet some restrictions:
    • The uploaded file size must not exceed 100kb
    • The uploaded file must be a image of the type png, gif or jpg
    • The uploaded image must not have a height exceeding 25px
  • Trash: With this button, currently used image can be deleted. If no logo file is set to be used, the default is to use the Cisco logo.

Setup

There are no special setup required to use this functionality.

Time dependent activity recording

In the current release, the Organization is extended with 4 new fields called:

  • ActivityLimitWeekday: list of the days in a week (Mon, Tue,.. Sun)
  • ActivityLimitWeekdayTime: time of the specific week day - entered as HH:mm
  • ActivityLimitMonthday: number of the day in the month - entered as 1-2 digit number (1,2,..31)
  • ActivityLimitMonthdayTime: time of the specific month day - entered as HH:mm

These fields are used as limitations when a user tries to modify call activity of given Organization. Limitations does not affect superusers and admins. Limitations are applied when manipulating call activity record from any place of the application.

Reason

Activites can be exported and post processed outside the SDCall application (Example: SAP), where they are used for creating various reports about time/costs spent for each task. As far as in the past, these "already exported" rows were not restricted for modification and several differences could have been brought in after the export. Adding limitations to the process of maintaining call activity records  prevents these differences to appear in the future.

How does it work?
In the application, 4 new fields are introduced. These can be added to Organization screens (list, detail) through Organization setup screens.

SD Review Corporation Feature

Mtdarexample1-05084012-800px.png

If left empty, no check is performed, if not, check will be done using entered values. This check is ignored, if the user is superuser or admin.When filling these fields, it is important to understand that they are combined as "ActivityLimitWeekday with ActivityLimitWeekdayTime" and "ActivityLimitMonthday with ActivityLimitMonthdayTime" and either or both fields can be filled or none is filled.

Activity SD Map

Mtdarexample2-05084111.png

Using these pairs of values, 2 different checks are done, and the activity can be modified only if both checks pass successfully.

  • week check - when set to e.g. Monday & 10:00 am, previous week records have to be finalized by Monday 9:59 am. After this point, previous week will be considered as closed and data cannot be modified further.
  • month check - when set to e.g. 3rd day & 11:00 am, previous month records have to be finalized by the 3rd of this month at 10:59 am. After this point, previous month will be considered as closed and data cannot be modified further.

Superusers and admins can make additional corrections when asked. Hence,the verification is not applied for these permission groups.

Limitation means:

  • When an icon to delete/update is not displayed (right frame).
  • When creating new activity or when editing existing activity, an error will be displayed after clicking the Save button.


Updating Call

Mtdarexample4-05084142-800px.png
Setup

After adding these new fields to Organization setup detail screen, values can be set using Organization detail form.

Field IsClosed added to Call-List and Call-Detail Setup

Reason

Until now, it was not possible to define a report no matter how many calls are open and are already closed within one period. It was only possible to select open or closed calls using the filter values in the callstate selectbox.

How does it work?

If the field "IsClosed" is assigned to the call list, it can be used as a group by column. In this example, all calls of the current year are selected and are divided into already closed and outstanding tickets of this period.


Closed Graphic

V6 0isclosedgraphic-12121836-800px.png

Setup

In the administration of call detail and call list setups, the new field "IsClosed" can be added.

Closed Setup

V6 0isclosedsetup-09094508-800px.png

New stylesheet LightBlue

Reason

A stylesheet using gray and light blue colors has been added.

How does it work?

Stylesheet light blue setup

V6 0stylesheetlightbluesetup-09093718-800px.png
Setup

In the master data of the user, this new stylesheet can be selected.

SD Light Blue Setup

V6 0stylesheetlightbluesetup-09093718-800px.png


DoubleClick in TextPopup deactivated

Reason

Until now it is impossible to mark a text in a textarea with a doubleclick.

How does it work?

The TextPopup can only be opened with a single click on the icon on the right and no longer with a double click somewhere in the textfield

Setup

Opening the text popup with a doubleclick is deactivated in general and cannot be customized in a setup.

Display only  name of the callaction and next callstate in list of callactions

Reason

In many cases, there was too much information in the list of the possible callactions for servicedesk or service support users.

How does it work?

Only the name of the callaction and the next callstate will be displayed in the list of all possible callactions. The name of the used setup has been removed from this list. These information will be displayed as hint of the detail icon at the beginning of each row.

SD CallList

V6 0callactionslist-16112733-800px.png

Setup

The fields that are to be displayed in the callaction list cannot be customized in the calldetail setup. The both names have been removed generally.

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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