ServiceGrid Article - Cisco ServiceGrid Release Notes V6.2

From DocWiki

Jump to: navigation, search

Contents

Overview

This release notes describes the new functions of the Cisco ServiceGrid application as deployed in the Summer Release 2012, Version 6.2. 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, in minor cases, the benefits of the new functions.
  • Describes how existing functions are extended or changed.

Release Dates

  • The following described functions of the Summer Release 2012 (Version 6.2) is available from June 17, 2012 to all customers using the Cisco ServiceGrid main platform (sdcall.solvedirect.com).
  • All customers running their own inhouse infrastructure or using a Cisco partner infrastructure will receive the release on a later date. These updates will take place after the update of the Cisco ServiceGrid main platform. Contact your implementation partner for the date of your update.

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 is 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 are to be licensed separately before being used in customized systems.

Summary

The following is a summary giving a brief insight into the new functions introduced in ServiceGrid 6.2 release.

Cisco ServiceGrid Portal

  • Favorites, Recently Used, Most Often Used
  • Search function
  • Easy way for defining default setups
  • Queue Administration as Portalelement

IT Service Management

  • Call Anonymization
  • Enhancements for sending mail to mailgroups
  • New fields in device-setups

Cisco ServiceGrid

Change Password

Reason

Change Password is a Cisco ServiceGrid function for a user to change its password. It can be added by each user with administrator privileges. Once added, each user having access to the function can use it and it is no longer needed to switch to SD² to change the password.

How does it work?

The following figure shows the standard user interface form for changing the password. At the top of the form, you can see the Name and the email address of the user. Before you can change the password, you should enter the old password once for security reasons. Next, you should fill in the new password twice. If you enter two different passwords, you will get immediate visual feedback from the browser.

Image01 6.2.png

There is a password meter that evaluates your new password against some criteria (for example, are there digits, capital letters and special characters in your password, is the minimum required length fulfilled, and so on).
Finally, press the Save button to submit your changes to the server and save the newly entered password.
While filling the details, the user is supported in several ways to find a new password. First, there is an information icon besides the label New Password where he can find the current password policy of his company.
Furthermore, there can be validation errors of the new password (for example, new password is equals the last one, values in New Password and Confirm Password does not match) are displayed directly at the form. For these errors the Confirm Password field gets a red border and the error is displayed when the mouse hovers over the field.

Image02 6.2.png

Setup

To add this feature, an administrator should open the context menu for a portal group and click on the function New Function. Then the administrator should choose the function Change Password and can fill out several additional fields. Finally, save the form and finish the creation.

Image03 6.2.png


Search function

Reason

To provide easy access to all groups and elements in the portal, a global search function is now available in the portal.

How does it work?

  • Add the search function to any group as a function.
  • If you add it to the top menu, a text box with a search button is displayed.
  • Enter any search text. The results are displayed as list of elements.

Image04 6.2.png


Setup

To add the queue administration to a portalgroup switch into the setup mode of the portal and follow these steps:

Step 1: Click right mouse button on the portalgroup and select New Function.


Image05 6.2.png

Step 2: Select the function Queues and enter a name for the portal element.
Step 3: Click Save.

Image06 6.2.png

Favorites (DS)

Reason

For a more convenient and faster way to access portalelements and to bookmark portalelements as favorites, a new tab Favorites is introduced into the version 6.2.
This new tab features three different sections as follows:

  • User and role specific favorite bookmarks of portalelements.
  • Most recent used portalentites.
  • Most often used portalentities.

Image07 6.2.png

How does it work?

Favorites:

Adding a portalelement to favorites:
The following are the two possibilities to add a portalelement to favorites:

  • Clicking the favorites icon in the header of an portalelement in dashboard mode.

Image08 6.2.png

  • Clicking the favorites icon in the column of an portalentity in listview mode.

Image09 6.2.png

Removing a portalelement to favorites:
Favorites entries can be removed by right clicking the entry in the favorites section and select Remove from favorites in the context menu.

Image10 6.2.png

Reordering of favorites:
The order of the entries in the favorites section can be changed by dragging and dropping the entries.

Image11 6.2.png


Most often used:

This section shows the 16 most often used portalentities from the user and is computed automatically. It is possible to add entries from this section to the favorites by dragging and dropping the entry into the favorites section.

Most recent used:

The most recent used section shows the 16 recent used portalentities and is computed automatically. Like the entries in the most often used section, it is also possible to add entries from this section to the favorites by dragging and dropping it into the favorites section.

Setup

This new behavior is now always available and does not require to be activated separately.

Define Default Setups

Reason

Defining default setups is to configure the minimum requirements for displaying a Call detail. Default setups can be defined inside the detail form of a user role.

How does it work?

The following figure describes how you can get there:

Image12 6.2.png

Once you are in the detail form of a role, you should switch to the tab Define Default Setups.

Image13 6.2.png

In the tab Define Default Setups, there is one line per existing call system of the company. For each call system, you can define one setup that should be used as the default setup for call details in this call system.

Image14 6.2.png


If you select a setup as default setup, it is assigned automatically to the current role, if it was not done before. It does not remove the setup from the role, if another setup is selected to be the default setup.
Defining a default setup is not mandatory for all call systems as there are different mechanisms to find a default setup if needed as follows:

  • Find a setup that is assigned to the current role, has the same call system and is defined as the default setup.
  • Find a setup that is assigned to the current role of a different call system that is defined as a default setup
  • Find a setup that is assigned to the current role of the same call system that is not defined as a default setup
  • Find a setup that is assigned to the current role that is not defined as a default setup.

For all of the above mentioned methods, the system uses the first element ordered by the name if more than one element is found.

Setup

There are no special settings needed to use this function.

Queue administration as Portalelement

Reason

The queue administration is added to the portal functions to have the possibility to administrate the queues within the portal. Now it is no longer necessary to switch to SD² or to click into the company administration to create new queues or to update and delete existing queues. The list displaying all queues of a user can be displayed directly in a portal window.

How does it work?

After adding the portal function Queues to a portalgroup, the queues-list will be displayed in a window of the portal. In this window, all administrative functions for queues are available and can be used.

Image15 6.2.png


Setup

To add the queue administration to a portalgroup, switch into the setup mode of the portal and follow these steps:

Step 1: Click right mouse button on the portalgroup and select New Function.

Image16 6.2.png


Step 2: Select the function Queues and enter a name for the portal element.
Step 3: Click Save.

Image17 6.2.png


Afterwards, a new window is added to the dashboard of the portalgroup. In this window the queues-list is displayed.

IT Service Management

Sending mails to Mailgroups

Reason

To further enhance the new mail interface, which was released in 6.1, the mailgroups were also improved to fully utilize the improved mail client.

How does it work?

When sending a mail, follow the below criteria:

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

The members of the mailgroup will be added as receivers to your mail depending on the receiver type specified in the setup.

Image18 6.2.png


Setup

In the MailGroup management SD.basicdata > MessageRules > MailGroups, you can now additionally specify the following:

  • If only one email should be generated by the converter for the whole MailGroup in the field SendCollectiveMail.

Image19 6.2.png

  • The ReceiverType of each member of the MailGroup (To, Cc or Bcc). The ReceiverType is relevent for the converter as well as for the manual send mail interface.


Image20 6.2.png


Anonymization of Calls

Reason

Sometimes it is necessary to anonymize person specific data in calls.

How does it work?

With the new setup type Anonymization: Calls, it is possible to configure a anonymization setup. Which Call fields, Attachments, and Messages belong to the user's organization can be anonymized. The anonymization runs once a day, and selects all closed calls belonging to the user's organization. The call selection can be limited to calls which are older than 3, 6, 9 or 12 month. The process replaces the content of the selected fields with “***”.
If emails or attachements are configured to be anonymized, they will be deleted if they are assigned to calls which should be anonymized and if they belong the user’s organizations.
Afterwards, a summary of the anonymization process is sent to the user which is selected in the anonymization setup.

Setup

In the call setup, you should add a new setup for the Anonymization: Call in which all mandatory fields should be filled. Shortname and Name contains a descriptive and short name for the setup. The field Anonymize Calls with User contains the user which executes the anonymization, this user is also notified about the anonymization by email. Anonymize closed calls order than sets the timespan in which calls should not be anonymized. If M12 is selected, more calls which have closed date before 12 month will be considered.

Image23 6.2.png

To add fields to the setup, select the Add attributes link.

Image21 6.2.png

On this screen it is possible to add fields to the setup, the selection should be saved with the Submit button.

Image22 6.2.png

A field can be added to the setup because of two reasons:

  • This field should be anonymized.
  • This field should be used as filter parameter.

All fields should be removed from the setup which cannot be anonymized and do not have a defaultvalue.
After the field selection, the fields in column ANON should be checked, for anonymization. For all fields which can be anonymized this checkbox can be activated.

New fields in Devicesetups

Reason

Until Version 6.1, it was not possible to display location contact fields, nor the name of contract and contractelement in the device list. These fields were not available in the device detail either.

How does it work?

When the new fields are part of a device list setup, the information from the connected entity is displayed in the list. Filtering and grouping are also available. When the new fields are part of a device detail, the information from the connected entity is displayed in the device master data. These fields  Read only.
The following fields are new in Version 6.2:

Connected Entity
InternalFieldName
DefaultLabel
Location
/Devices/Locations/ContactFirstname
LCPFirstName
Location
/Devices/Locations/ContactLastname
LCPLastName
Location
/Devices/Locations/ContactSalutation
LCPSalutation
Location
/Devices/Locations/ContactTitle
LCPTitle
Contract
/Devices/Contractelements/Contracts/Name
ContractName
ContractElement
/Devices/Contractelements/Name
SLAName


Setup

DeviceList:
SD.basicdata / MyCompany / [Company] / +Setups / +Devices / +Administration: Devices-List / [DeviceList] / >Add attributes
Check the checkbox at the beginning of the line of the fields you want to add and click Submit. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click Save.
DeviceDetail:
SD.basicdata / MyCompany / [Company] / +Setups / +Devices / +Administration: Devices-Detail / [DeviceDetail] / >Add attributes
Check the checkbox at the beginning of the line of the of the fields you want to add and click Submit. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click Save.

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.


Rating: 0.0/5 (0 votes cast)

Personal tools