ServiceGrid Article - Cisco ServiceGrid Release Notes V6.1

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Contents

Overview

This Release Notes document describes the new functions of the Cisco ServiceGrid application as introduced in the Spring Release 2012, Version 6.1.

Additionally, it also has the following features:

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

Release Dates

The following functions of the “Spring Release 2012” (Version 6.1) are available to all customers using the Cisco ServiceGrid main platform (sdcall.solvedirect.com) since Sunday afternoon 29th of April 2012.

All customers running their own infrastructure (in house), or using a Cisco ServiceGrid partner infrastructure will receive the release on a later date. Those updates occur after the update of the Cisco ServiceGrid main platform.

Get the date of your update from your implementation partner.

Availability and licensing of new functions and modules

With the update, 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 that 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 may need to be licensed separately before being used in customized systems.

Summary

This summary gives a brief insight into the new functions introduced by the 6.1 release.

Cisco ServiceGrid

  • Portal: A new navigation user interface.
  • Cisco ServiceGrid mobile: Cisco ServiceGrid application for smart phones and tablet PCs.
  • Standard workflows, setups, and reports.
  • Demo account and platform for testing and presenting Cisco ServiceGrid features.

IT Service Management

  • Improvements in the representation and processing of parent-child calls.
  • User specific filter values in call-lists.
  • Presentation enhancements of extended fields.
  • New interface for sending mail.
  • More options in MyCustomer or MyProvider.
  • Dynamic filename for downloads through FTP.
  • Few clicks for assigning users and queues.
  • Preview CallDetail setup.

Cisco ServiceGridBRIDGE

  • Dynamic sender and receiver of SOAP or HTTP messages.
  • New open engine request “RequestCalls2”.

Cisco ServiceGrid

Portal

Usability, Flexibility and Rich Function Set

The Cisco ServiceGrid Portal is the navigation user interface for all online functions of the Cisco application. Its purpose is to give the portal user a selection of functions and data arranged in tabs and menus on the screen for easy browsing and navigation. The menu structure of the Service Portal is customizable for different user specific role based views of relevant functions and data.

Navigation and User Role

The navigation elements consist of a top level menu, the main menu and the left-side tree menu. Depending on the user role, only parts of the menus may be displayed.

Portal Elements

The function and data elements (called Portal Elements) may be either of the following:

  1. Reports and functions provided by the the Cisco ServiceGrid application (For example, call volume reports, servicelevel reports, call lists, and so on).
  2. External data as documents uploaded into the Portal (For example, contract documents, operating procedures, and so on).
  3. Links to other websites or applications (For example, external websites, other internal portals, document servers, other data servers, and so on).

Image001.png


Features for Users

Using the Portal is easy for the end user with the following features:

The top menu:

  • Select your favorite color style.
  • Select the language.
  • Select the time zone.
  • Switch between different roles.
  • Switch to the SD2 interface.

The tab menu:

  • Choose your entry point using the tab menu.
  • Get instant access to the different role specific dashboards.
  • Use the tab menu prepared by the administrator for your specific role.

The left side tree:

  • Use the left side tree for fast navigation.
  • Collapse the left side tree for more space.

The dashboard:

  • Find your data functions and content on the dashboard.
  • Move the mouse over the widow header to read the description as tooltip.
  • Double click the window header to expand the window to full dashboard size.
  • Move the windows or resize them.
  • Read documents.
  • Click on groups to drill down into the next level.
  • Click on functions to open new service cases.
  • Watch videos.


Image002.png

Features for Portal Administrators

The administrator designs the portal for different user roles for the following features:

The tab menu:

Use the portal administration tab to design the portal content for different user roles.

The left side tree:

  • Add new groups, lists, functions, URL links or documents to the user dashboard.
  • Delete or edit groups, lists, functions, URL links or documents.
  • Move or copy elements with the tree.

The portal groups and elements:

  • Set the parameters of a group or a dashboard.
  • Define which role will see that dashboard and the read/write permission.

Image003 1.png

For more information, contact your account manager and ask for the Cisco ServiceGrid Green Book “Portal”.

Mobile

Image004.png

Cisco ServiceGrid Mobile is the application for servicedesk, support, service managers or field technicians using smart phones or tablet PCs. Cisco ServiceGrid Mobile provides mobile access to the Cisco ServiceGrid platform. Mobile devices can be used for call handling on the road.

  • Cisco ServiceGrid Mobile uses a browser based web interface with reduced screen layout and size to match the typical formats of smart phone screens.
  • Cisco ServiceGrid mobile provides customizable lists and details of service cases including drill down functions into service case details and history.
  • Using Cisco ServiceGrid Mobile, the service manager has immediate access to all important service case information displayed as menu overview, list, detail view or history.
  • Within Cisco ServiceGrid Mobile the field technician can update service calls or create new service cases.
  • Call detail forms and call lists are flexible and can be customized to the requirements of the service process.

Image005.png

For more information, contact your account manager and ask for the Cisco ServiceGrid Green Book “Mobile”.

Standard Workflows, Setups and reports

Cisco ServiceGrid provides Standard setups for the following:

  1. Administration of Data (Companies, Organizations, Users, Locations, Contracts, Solutions, Activities, Messages)
  2. Workflows (Incident, Service Request, Problem, Change)
  3. Reports (Volume Actual, Volume Trend, Service Level Actual, Service Level Trend)

Standard Setups for Administration

Cisco ServiceGrid provides a set of more than 90 Standard Setups for administration of the main data objects.

These setups cover list and detail forms for the following:

  1. Companies
  2. Organizations
  3. Users
  4. Locations
  5. Devices
  6. Contracts
  7. Contract Elements
  8. Service Items
  9. Activities
  10. Messages
  11. Solutions

Image006.png

Standard Workflows

Cisco ServiceGrid provides Standard workflows for the following:

  1. Incident Management
  2. Service Request Management
  3. Problem Management and
  4. Change Management

Each of the Standard Workflows consists of the following:

  1. Status
  2. Action
  3. Call Detail Setups
  4. Call List Setups

Each of the Standard Worklfows contains sample settings of the following:

  1. Priority Codes
  2. Urgency Codes
  3. Impact Codes
  4. Failure Types
  5. Problem Types
  6. Provider Categories


Image007.png

Image008.png

Image009.png

Image010.png


Standard Reports

Cisco ServiceGrid provides a set of more than 250 Standard Reports covering as follows:

  1. Volume Actual
  2. Volume Actual / Organization
  3. Volume / Trend
  4. Service Level / Actual
  5. Service Level / Actual / Organization
  6. Service Level / Trend
  7. Service Level / Trend /Organization


The reports are available for the following:

  • All Service Cases
  • Incidents
  • Service Requests
  • Problems
  • Changes

Image011.png



Where to find the Standard Setups

The Standard Setup Workflows and Report Setups can be found in the Cisco ServiceGrid Demo Account:

URL: demo-portal.solvedirect.com

Login: sd

Password: demo

The Cisco ServiceGrid demo account is used for the following:

  • Test the standard workflows, reports, and setups.
  • Download the Standards and upload them into other account.

Image012.png

For more information, contact your account manager and ask for the Cisco ServiceGrid Green Book “Standard Workflows and Reports”.

Cisco ServiceGrid Demo account

Cisco ServiceGrid provides a demo platform and account for testing and presenting the Cisco ServiceGrid features.

The demo account contains the standard workflows (Incident, Service Request, Problem, and Change) and a set of sample data including contracts, locations, devices, and users.

Using the demo account you can access all the three Cisco ServiceGrid interfaces using three different URLs:

  • SD²
  • Cisco ServiceGrid Portal
  • Cisco ServiceGrid Mobile

Image013.png


For more information, contact your account manager and ask for the Cisco ServiceGrid Green Book “Demo and Reference Account”.

IT Service Management

More levels in call-tree

The behavior of the call-tree view has been changed. At first, more levels will be displayed and second, there is no restriction if a call is displayed in the first level.

Reason

Currently, only two levels are displayed in the call-tree. In addition, only these calls are displayed in the first level of the tree which do not have a parent themselves. A call which is displayed in the first level of the tree disappears in the tree as soon as it has a parent call. Therefore, it is not possible to display the relation between changes, problems, and incidents in a call-tree at once.

How does it work?

If a call-list is displayed in tree mode, up to five levels will be displayed in the tree.


Image014.jpg


In the first level, all calls will be displayed which fulfills the selection criteria, nevertheless a call has a parent itself. Therefore, it is possible that a call will be displayed twice in the tree. In that case, a call will be selected in the first level and is a child of other calls which are part of the selection of any level that this call is displayed twice.

Setup

This new behaviour is available and is not required to be activated separately.

New parent&child buttons in call-list

Reason

Currently, the same icon is always used as the parent and child button for all calls no matter in which relations this call is. In the list view, it is not clear if the call has a parent or children. With the new different icons for the parent&child button the user gets the information about the relationships in the list-view at first glance.

How does it work?

Which “Parent&Child icon” will be displayed in the call-list depends on which relationships exist for a call:

Image015.png
The call has a parent call and does not have children call.
Image016.png
The call has a parent call and children.
Image017.png
The call has children, but is not assigned to a parent.


The parent&child button will not be displayed if there is no other call assigned.

Image018.jpg

After clicking on the “Parent&Child icon” the parent and child graphic will be displayed in a popup window instead in a new browser window. Click into one of displayed calls to get into the detail form.
Image019.jpg

Setup

There are no additional settings needed to acquire the new functionality of the parent&child graphic. As soon as the field parent&child graphic has been added to the call-list setup, this new functionality is available.

Image020.jpg

New parent&child buttons in call-detail

Reason

Currently, the relationships of a call are not evident in the call-detail. The user must open the parent&child list or graphic if he wants to know if there are any calls assigned. Now the user gets this information as soon as he or she opens the call-detail form using the new parent&child icons.

How does it work?

Image015.png
The call has a parent call and does not have children.
Image016.png
The call has a parent call and children.
Image017.png
The call has children, but is not assigned to a parent call .

After clicking on this button, the parent&child graphic will be displayed in the right frame.

Image021.jpg


The existing field specific button of the field “SDCallID” has been replaced by the new ParentChild button.

Setup

This button can be activated as a field specific button for the fields; “ChildCalls” or “SDCallID” and the setup used for the parent&child graphic can be predefined in the call-detail field.

Assignment of children in call-detail

Reason

Until now, the only way to assign children to the current call is to use the function Assign children in the parent&child list. However, this action cannot be integrated into the workflow and the user cannot be forced to assign a child executing a call action. Additionally, the user must execute the assign children function more times if he or she would like to assign more than one call as a child.

How does it work?

A search button has been added to the field ChildCalls.
Image022.jpg

After clicking on this button, a call-list will be displayed where a number of calls can be selected at once by clicking the checkbox. The setup which will be used for the selection can be predefined in the call-detail setup. If the field “ChildCalls” is marked as mandatory, the call cannot be saved until at least one call is assigned as a child.

Image023.jpg

After the selection has been completed, it must be confirmed by clicking the GO button at the bottom of the page.

Setup

The search button for the field “ChildCalls” can be activated in the setup. Additionally, a setup for the children selection can be predefined.

Image024.jpg


Automatic update of parent or children

Reason

Sometimes it is necessary that all calls should get a new callstate because they have been currently assigned as children to a parent call.

How does it work?

If children or a parent has been selected by using the search button of the fields “Parent” or “ChildCalls” it is possible to send an internal message to execute a callupdate to all assigned calls. These messages will be sent after the call has been saved and will be processed by the converter in the background.

Setup

The automatic update of all currently assigned children or the parent call must be customized in the callaction.
Image025.jpg

For updating the parent call, the option “InternalMessage” must be selected in the field UpdateParent. To create messages for child-calls, the option “InternalMessage” must be selected in the field UpdateChildren.

In both cases, a template must be selected. This template must also contain all fields which should be updated. The field will be added automatically to the XML for each selected call before the message will be sent.

<xsl:stylesheet version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
<xsl:template match="/SD.call">
<sd.call-xml>
<call>
  <callstates.shortname>05</callstates.shortname>
  <calls.remarks>Updated by message from parent<calls.remarks>
</calls.remarks></calls.remarks></call>
</sd.call-xml>
</xsl:template>
</xsl:stylesheet>
 

Reset filter button in call-lists

A new button is available in call-list, which can be used to reset all filter values of the setup settings.

Reason

If the user has changed the filter values in a call-list and he or she would like to get the selection with the predefined parameters, he or she must change to another setup and switch back to it.

How does it work?

The reset filter values button will be displayed beside the GO button. After clicking on this button all currently set filter values will be cleared and initialized with the default values which are defined in the setup.


Image026.jpg

Setup

In the master data setup, the reset filter button can be activated.

Image027.jpg

User specific filter values in call-lists

The currently defined filter values can be stored as user specific filter values by clicking one button in the call-list. Furthermore, the user can reset the filter to these values by clicking one button.

Reason

Currently, a user is not able to store individual default values for him or her. Either the user must always input specific filter values in the call-list or the administrator will create an individual call-list for this user with the default values needed by the user. If the administrator creates call-list setups for many users, they must maintain many setups.

With the call-list setup enhancements, the administrator is only required to create one setup and every user can define the filter values for his or her own.

How does it work?

There are two new buttons in the call-list. With the first button, the filter values will be reset to the user specific default values. The second button can be used to store the current default values as user specific default values.


Image028.jpg


If a user opens a call-list and there is user-specific default values stored, these default values will be used instead of the default values which are defined by the administrator in the call-list setup.

If the user clicks the button “Reset user specific default values”, all currently set filter values will be cleared and replaced with the default values which are stored for this user.

The values of date fields cannot be stored as user-specific because it is not possible to calculate the dynamic default value for datefields (for example, Today, LastWeek, LastMonth, and so on.) from a specific from- and to-date.

If the user clicks on the new “Reset Filter values” button, all user specific filter values will be deleted in the database and the filter will be reset to the filter values which are defined in the setup.

Setup

Both new buttons can be enabled or disabled in the master data of the call-list setup with the checkbox “HasUserDefaultButtons”. If this checkbox is activated both buttons will be displayed in the call-list.


Image029.jpg


Presentation Enhancements of extended fields

Reason

It is possible to define dependencies between extended fields for call-detail setups. These dependencies can only be defined for fields which have a value list. This can be done in this way if field A has the value x, then field B should be displayed and if it has the value y, then field C should be displayed. However, it is not possible to define them as Boolean fields. Currently, you cannot customize that if field A is checked then field B should be displayed and if field A is unchecked then field C should be displayed.

How does it work?

Now it is possible to use three different input types for extended fields which have a value list:

  • SelectBox
  • CheckBox
  • RadioButton

In addition to the input type it can be customized if an empty entry should be added to the value-list.

The type checkbox can only be used if the value list contains only two values and if no empty entry will be added. If the checkbox is checked, the first value of the value-list will be stored in the extended field. The second value will be set if the checkbox is not checked.


Image030.jpg



Setup

These settings can be configured in the detail of extended fields.
Image031.jpg


New interface for sending mail

Reason

To provide a state-of-the-art email client, the wizard based email client with a single page application is removed. Now it is possible to edit and send an email on one page.

How does it work?

Add call related mail receivers:

  • Use the"mail"button to add a To, Cc or Bcc receiver.
  • Use the check box beside the receiver to mark the receivers. The checked mail receivers will be added with the line with the button beside the receiver line. With the topmost check box, you can select and deselect all the receivers.

Image032.jpg


Add mail group receivers:

  • Use the "mail" button to add the mail group receivers.
  • Use the "magnifier" button to add additional mail groups to the receivers.

Image033.jpg


Add users as a receiver:

  • The "magnifier" button is used to add users to the list of receivers.
  • Single receivers can be added with the mail button.
  • Multiple receivers can be selected with the check-box beside the user and added with the To, Cc or Bcc buttons located next to the receiver lines.

Image034.jpg


Select Attachments:

  • With the all check-box, all attachments can be selected or deselected.
  • Single attachments can be selected or deselected with the check-box beside each attachment.
  • A click on the name opens and previews the attachment.

Image035.jpg


Setup

In the setup of the call detail, two settings can be customized:

  1. To select the default setting for users to pop up with a setup in the EmailUserSelectionSetup.
  2. To select or deselect the attachment click the check-box EmailAttachmentsChecked.. As default the attachments are selected.

Image036.jpg


More options in MyCustomer/MyProvider

Reason

Some companies with many organizations and admins on the organization level find it practical to do most of the admin work at SD.basicData > MyCustomers and at SD.basicData > MyProviders (collectively called “MyOrganizations”).

The admin has access to Users, Locations, Contracts, Devices, Calls and the Cockpit. (This feature was introduced in Release 5.8)

Until now, it was only possible to view calls in SD.basicData. With Release 6.1, it is now possible to edit calls and use all CallDetail functions in MyOrganizations.

How does it work?

If the user has the right permissions, all functions that are known from SD.calls > Calls can be used in MyOrganizations.

Setup

SD.basicData > MyCompany > [Company] > +Permissions > TreePermissions

Set Calls to Write.

Dynamic filename for downloads through FTP

Reason

If a scheduled file export is not collected in time, it might be overwritten at the next run of the scheduler. To avoid this, a dynamic part can be added to the filename.

How does it work?

A dynamic part can be added to the filename of the reportscheduler. This dynamic part is a flexible version of the date:

If the name includes "{" and "}", the part between the brackets is taken as the dateformat. It must be a valid dateformat.

For example: calls {yyyy-MM-dd_HHmmss}

This will be replaced on file creation by the current date/time resulting in a name like “calls_2012-04-29_101503”.

NOTE: Certain “illegal” characters will be removed from the filename. For example, the colon character (:). The date will be converted including this character, but a later mechanism, that validates filenames, will remove them.

Setup

SD.dataBroker / Downloads / [Scheduler] / Change Scheduler Masterdata
Image037.jpg


Less clicks for assigning users and queues

Reason

The “multiselect list” is a list with check-boxes to change more than one reference at once and has become the Cisco ServiceGrid standard solution for 1:n and n:m relations in the datastructure. Assignment of data entities can be arduous with different mechanisms.

Older parts of the application have not yet been changed to the multi-select list, providing a less satisfying user experience. One such part is the assignment of technicians to queues.

How does it work?

SD.basicData > MyCompany > [Company] > +Queues > [Queue] > Display technicians

The function “Add technician to queues” has been replaced with “Assign technicians to queue”:
Image038.jpg

After clicking the function link, the multiselect list of users is shown as below:

Image039.jpg

Check each box at the beginning of the line of the user you want to assign as technician to the queue and finish by clicking Submit.

NOTE: Assignments have to be handled one page at a time. You can filter the list to assign all the users you need at once.

Queues can also be assigned to users:

SD.basicData > Users > [User] > Membership in Queues

The function “Add new queue to user” has been replaced with Assign queues to user.
Image040.jpg

After clicking the function link, the multiselect list of users is shown as below:

Image041.jpg

Check each box at the beginning of the queue line that you want to assign to that user and uncheck the users that you want to remove and finish by clicking Submit.

Setup

There are no setup settings needed, the multiple selection of users or queues replaces the previous way of handling the assignment between users and queues.

Preview CallDetail setup

The function to test the layout of a setup has been implemented for the call-detail setups.

Reason

Currently, the customizer must switch to the SD.call module and select one call in the call list if he would like to see how a call-detail form looks. Now it is possible to display the call-detail form in a new browser window directly from the setup administration.

How does it work?

After clicking the function link Test setup, the call-detail form will be displayed in a new browser window.
Image042.jpg

In this call-detail form, all buttons and links will be displayed, but they are deactivated.

Image043.png


Setup

This function link is available in the administration of call-detail setups automatically and it must not be activated separately.

New naming of setup types

With this release, the names of the different setup types have been changed. These names are displayed in the selectboxes of setuplists in the column UsedIn or in the tree of MyCompany > Setups.

The new name of the setuptype consists of three parts:

  1. The area of the application where this setuptype is used.
  2. The name of the data object which will be displayed by this setup.
  3. The kind of the setup: List, Detail, Graphic or View.

The value of the column UsedIn is stored in the database and has to be used for upload and download. The display name is used in the application by setup-lists or in trees.

UsedIn
Old DisplayName
New DisplayName
Description
BasicData.CompanyList
BasicData.CompanyList
Administration: Companies-List
List of companies in BasicData > MyCompany.
BasicData.ContractElementList
ContractElementList
Administration: Contract Elements-List
List of contractelements in BasicData > ContractElements.
BasicData.ContractList
ContractList
Administration: Contracts-List
List of contracts in BasicData > Contracts.
SDInventory.DeviceDetail
DeviceDetail
Administration: Devices-Detail
Detailform of devices in SD.inventory > Devices.
SDInventory.DeviceGraphic
DeviceGraphic
Administration: Devices-Graphic
Graphic of devices.
SDInventory.DeviceList
DeviceList
Administration: Devices-List
List of devices in SD.inventory > Devices.
SDInventory.LocationDetail
SDInventory.LocationDetail,
Administration: Locations-Detail
Detailform of locations in SD.inventory > Locations.
SDInventory.LocationList
LocationList
Administration: Locations-List
List of locations in SD.inventory > Locations.
BasicData.OrganizationDetail
BasicData.OrganizationDetail
Administration: Organizations-Detail
Detailform of organizations in BasicData > MyCompany > Organizations.
BasicData.OrganizationList
BasicData.OrganizationList
Administration: Organizations-List
List of organizations in BasicData > MyCompany > Organizations.
BasicData.ServiceItemList
ServicesList
Administration: ServiceItems-List
List of serviceitems in BasicData > ServiceItems.
SDSolution.SolutionDetail
SolutionDetail
Administration: Solutions-Detail
Detailform of solutions in SD.solution.
SDSolution.SolutionList
SolutionList
Administration: Solutions-List
List of solutions in SD.solution.
BasicData.UserDetail
BasicData.UserDetail
Administration: Users-Detail
Detailform of users in BasicData > Users.
BasicData.UserList
BasicData.UserList
Administration: Users-List
List of users in BasicData > Users.
TechCal.CalendarView
CalendarView
CalendarView
The appointment view of the technician calendar in Calls > Dispatching or Calls > CallDetail.
CallCal.CalendarView
CallCalendar
Calendar: Calls-View
The calendar view of calls in Calls > CallCalendar.
TechCal.DispatchView
TechCal.DispatchView
Calendar: Dispatch-View
The combined view with call-list on top and the technician calendar on bottom of the page in Calls > Dispatching.
TechCal.TechnicianFields
TechnicianFields
Calendar: Technician-Label
The fields of the technician in the technician calendar.
TechCal.FilterList
FilterList
Calendar: Users-Filter
The fields of the technician filter in the technician calendar.
SDCall.ActivityDetail
SDCall.ActivityDetail
Call: Activities-Detail
The activity detailform in the right frame of the call.
SDCall.CallAdditionals
CallAdditionals
Call: CallAdditionals-List
The list and detail-form of the calladditionals in the right frame of the call.
SDCall.CallCallerPerson
Call.Caller Person
Call: CallerPerson-Detail
The detail form of the caller-person in the right frame of the calldetail.
SDCall.History
Call.History
Call: CallHistory-Detail
The call history form in the right frame of the call.
SDCall.CallDetail
CallDetail
Call: Calls-Detail
The call detailform in the left frame of the call.
SDCall.CallDetail.Tracking
CallDetail.Tracking
Call: Calls-List
The call-list in the right frame of the call where calls of the same caller, location or device are displayed.
SDCall.CallComponent
Call.Component
Call: Component-Detail
The detail form of the component in the right frame of the call.
SDCall.CallContractPerson
Call.Contact Person
Call: ContactPerson-Detail
The detail form of the contact-person in the right frame of the call.
SDCall.ContractElementList
SDCall.ContractElementList
Call: ContractElements-List
The selection list of contractelements in the call.
SDCall.DeviceList
SDCall.DeviceList
Call: Devices-List
The selection list of devices in the call.
SDCall.CallHelpDeskPerson
Call.Helpdesk Person
Call: HelpdeskPerson-Detail
The detail form of the helpdesk-person in the right frame of the call.
SDCall.CallLocation
Call.Location
Call: Location-Detail
The detail form of the location in the right frame of the call.
SDCall.LocationList
SDCall.LocationList
Call: Locations-List
The selection list of locations in the call.
SDCall.OrganizationList
SDCall.OrganizationList
Call: Organizations-List
The selection list of the customer- or the provider organization in the call.
SDCall.ParentChild
ParentChild
Call: ParentChild-List
The parent&children list in the right frame in the call.
SDCall.SolutionDetail
SDCall.SolutionDetail
Call: Solutions-Detail
The detailform of solutions in the call.
SDCall.SolutionList
SDCall.SolutionList
Call: Solutions-List
The list of solutions in the call.
SDCall.SolutionSearch
SDCall.SolutionSearch
Call: Solutions-Search Form
The search form of solutions in the call.
SDCall.UserList
SDCall.UserList
Call: Users-List
The selection list of users in the call.
SDMobile.CallDetail
CallDetail.SDMobile
Mobile: Calls-Detail
The call detailform in SD.mobile.
SDMobile.CallList
CallTracking.SDMobile
Mobile: Calls-List
The call list in SD.mobile.
SDMobile.LocationList
SDMobile.LocationList
Mobile: Locations-List
The location list in SD.mobile.
SDMobile.UserList
SDMobile.UserList
Mobile: Users-List
The user list in SD.mobile.
OpenEngine.RequestCalls
CallTracking.OpenEngine
OpenEngine: Calls-List
The result of the openengine request calls.
OpenEngine.LocationList
OpenEngine.LocationList
OpenEngine: Locations-List
The result of the openengine request locations.
SDReport.CallList
CallTracking.SDReport
Report: Calls-List
The call list in SD.report.
SDSurvey.ReportCallList
SDSurvey.ReportCallList
Survey: Calls-List
The reporting list in SD.survey.
SDSurvey.PersonCallList
SDSurvey.PersonCallList
Survey: Users-List
The user selection list for surveys in SD.survey.
SDCall.ActivityTracking
SDCall.Activities
Tracking: Activities-List
The activity list in SD.call.
SDCall.CallList
CallTracking
Tracking: Calls-List
The call-list in SD.call.
SDCall.MessageList
MessageList
Tracking: Messages-List
The message list in SD.call.
Upload.Call
Upload.Call
Upload: Calls
The setup for calls upload.
Upload.Device
Upload.Device
Upload: Devices
The setup for device upload.
Upload.Location
Upload.Location
Upload: Locations
The setup for location upload.
Upload.User
Upload.User
Upload: Users
The setup for user upload.


Cisco ServiceGrid Bridge

Dynamic sender and receiver of SOAP or HTTP messages

The new sender type “OrganizationSender” and the new receiver type “OrganizationReceiver” is added for SOAP and HTTP messages.

Reason

Currently, only the sender type or receiver type FixAdressString is available for SOAP or HTTP messages. Therefore, a unique sender and receiver must be created for each organization, which uses the same messagerules. With the new dynamic sendert ype and receiver type, only one sender and one receiver must be created for all organizations.

How does it work?

The user who is used for the SOAP or the HTTP communication can be assigned to the organization in which he or she will send and/or receive messages. This user can be used for sending messages if a messagerule with sendertype “OrganizationSender” exists, and can be used for receiving messages if a messagerule with the receivertype “OrganizationReceiver” exists.

Setup

After creating the SOAP or HTTP user in the user administration, the user can be assigned as “ReceiverSenderPerson” by an organization. For this to occur, it is necessary to add one of the following fields to the detail setup of organizations and activate the Search and the Delete button for this field.


Image044.jpg

Later, the SOAP user can be assigned in the master data of an organization using the search button in the detail form.

Image045.jpg


Now the dynamic sender or receiver can be used as a sender or receiver in the messagerule of a SOAP or HTTP communication.
Image046.jpg


New open engine request for calls

The new request “RequestCalls2” in the openengine for fetching calls has been implemented. With this request, it is possible to use all response fields as an input parameter to be used in the selection of calls.

Reason

With the existing openengine request “RequestCalls”, it is possible to define the result of the request using an open engine setup for calls. However, all input parameters are hardcoded and it is not possible to use some of the columns of the result as filter parameters.

With the new request, all fields defined in the openengine call-setup can be used as an input parameter. In addition to that, the shortname of the openengine call setup can be sent as a parameter.

How does it work?

At first an “OpenEngine: Calls-List” setup must be created. All fields which should be used as a filter parameter or should be sent in the result must be added to this setup.

The setup can be used by either assigning to the user as a default setup or if the ShortName of the setup will be sent as a request parameter.

Request XML

In the subtag the filter criteria can be sent. For all fields which have one input field in the call-list, the field-label must be used as the name of the input parameter.

For these fields which have a From and a To field in the call-list (for example, Date, Number, or Amount fields) the text From or To must be added to the fieldname in order to distinguish between the from and the to filter value.

For checkbox fields (example Testcall) the text Yes or No and for the Response and Recovery flags the text Red, Yellow or Green must be added to the label. For these fields the values, YES or NO can be sent.

For example, if the field Rs.Red will be sent with the value YES, it indicates that these calls should be selected where the SLA for response has been exceeded.

<xsl:stylesheet version="1.0">
<sdrequest>
  <action returntype="xml">RequestCalls2</action>
  <authentification>
    <sduser>ric_portal</sduser>
    <sdpassword>ric_portal</sdpassword>
    <sdrole>SC</sdrole>
    <portal>RIC</portal>
    <portalpassword>ric_portal</portalpassword>
  </authentification>
  <parameters>
    <oesetupshortname>RSS</oesetupshortname>
    <callopen.from>2012-01-01</callopen.from>
    <callopen.to>2012-03-31</callopen.to>
    <rs.green>YES</rs.green>
    <rs.yellow>YES</rs.yellow>
    <rs.red>YES</rs.red>
    <rc.green>YES</rc.green>
    <rc.yellow>YES</rc.yellow>
    <rc.red>YES</rc.red>
    <testcall.no>YES</testcall.no>
    <testcall.yes>YES</testcall.yes>
  </parameters>
</sdrequest>
</xsl:stylesheet>

Response XML

For each selected call, the XML tag will be added to the result. Each tag contains an XML tag for each visible setupfield.

<xsl:stylesheet version="1.0">
<calls pageno="1" records="46">
  <call nr="0">
    <ticket-id>40781742
    <callopendate>2012-01-01 06:44:32
    <callstate>New</callstate>
    <errordescription>
      Printer HP6410/1 not available in printer selection
    </errordescription>
    <location>Main building, 1st floor, Room124</location>
    <remarks>
      Error occurs since installation of new printer drivers
    </remarks>
  </callopendate></ticket-id></call>
  <call nr="1">
  …
  </call>
</calls>
</xsl:stylesheet>

Setup

In the “OpenEngine: Calls-List” setup, the input and output fields are defined. The label of the field is used as the name of the XML tag in the result, and must be used as the name of the input parameter.
Image047.jpg


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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