ServiceGrid Article - Cisco ServiceGrid Release Notes V6.7

From DocWiki

Jump to: navigation, search

Contents

Overview

This Release Notes article describes the new functions and features that wilintroduced with the new Version 6.7 of the Cisco ServiceGrid platform.

The described functions have been implemented with the Fall Release 2013 on September 15th.

This document describes the new functions of the Cisco ServiceGrid application as introduced in the Fall Release 2013 /Version 6.7.

Additionally, it also has the following functions:

  • Outlines the new functions and modules.
  • Gives a brief look into how the new functions 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 described functions of the “Fall Release 2013” (Version 6.7) were available since Sunday afternoon 15th of September 2013 to all customers using the Cisco ServiceGrid main platform (sdcall.solvedirect.com).
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 become automatically available to all users.
  • Some functions or modules have to be configured or activated first.
  •  Some of the new functions and modules may have to be licensed separately before being used in customized systems.


Summary

This summary gives you a brief insight into the new functions introduced by the 6.7 release.

Cisco ServiceGrid Portal

  • Type ahead lookup in call detail form.
  • New design of several call detail functions.
  • Reset user specific layout settings of portal lists.
  • New fields in portal call-list.

IT Service Management

  • New fields in calldetail and callhistory.
  • New webservices getCalls and getAttachments.
  • Upload logistic documents.

Cisco ServiceGrid

Type ahead lookup

Reason

The new CallDetail provides a modern look and feel combined with great usability when viewing a call. However, selecting a data object from a selection list often takes too much time and feels counterintuitive. This is why release 6.7 introduces the “TypeAhead” feature. When customized correctly, this feature provides a great way to link entities like Locations or Devices to a call.

How does it work?

In addition to the selection loupe, you have a drop-down list in combination with a text field available. After typing at least three characters into the text field, you can view the results of your search available in the drop-down list. You can easily select one of the entries to make your selection. After that, the Call detail page will be reloaded, because your selection might affect other fields of the call as well.

The search only works on the displayed field, for example, in the field "CallerShortName", you can only search for a shortname of a person. However, all fields of the customized setup will be displayed as a comma separated list in the dropdown list (typeahead1.png).

Image001 6.7.png

Alternatively, you can also use the selection loupe. The text you entered in the text field will be used as a pre-filter for the list to enhance the usability.

The “TypeAhead” lookup feature is available for the following search functions and columns:


Lookup function
Column
Customer lookup
CustomerOrgShortName
CustomerOrgName
Provider lookup
ProviderOrgShortName
ProviderOrgName
Contractelement (SLA) lookup
ContractElementShortName
ContractElementName
Caller person lookup
CallerNames
CallerShortName
CallerLastName
CallerEMail
Contact person lookup
CCPNames
CCPShortName
CCPLastName
CCPEMail
Helpdesk person lookup
CHDNames
CHDShortName
CHDLastName
CHDEMail
CustomerHelpdeskNames
ProviderHelpdeskNames
Location lookup
MainCompLocation
MainCompLocationName
Device lookup









MainComponent
MainCompShortName
MainCompName
MainCompType
MainCompSerNr
MainCompInvNr
MainCompSerNrProv
MainCompHostname
MainCompIPAddress
MainCompMACAddress


Setup

Every “TypeAhead” field needs to have a selection loupe enabled, because it uses the same setup as the selection loupe. In the setup of the field of your choice (for example, CallerShortName), enable the “HasSearchButton” option and select a setup.

Image002 6.7.png

Make sure that the corresponding columns are available in the selected setup, because the search on the list can only be executed if the corresponding field is available.

The field pairings are as follows:

Calldetail field
Selection setup field
CustomerOrgShortName
/BPOrganizations/ShortName
CustomerOrgName
/BPOrganizations/Name
ProviderOrgShortName
/BPOrganizations/ShortName
ProviderOrgName
/BPOrganizations/Name
ContractElementShortName
/Contracts/ContractElements/ShortName
ContractElementName
/Contracts/ContractElements/Name
CallerNames
/BPPersons/Names
CallerShortName
/BPPersons/ShortName
CallerLastName
/BPPersons/LastName
CallerEMail
/BPPersons/EMail
CCPNames
/BPPersons/Names
CCPShortName
/BPPersons/ShortName
CCPLastName
/BPPersons/LastName
CCPEMail
/BPPersons/EMail
CHDNames
/BPPersons/Names
CHDShortName
/BPPersons/ShortName
CHDLastName
/BPPersons/LastName
CHDEMail
/BPPersons/EMail
CustomerHelpdeskNames
/BPPersons/Names
ProviderHelpdeskNames
/BPPersons/Names
MainCompLocation
/Locations/ShortName
MainCompLocationName
/Locations/Name
MainComponent
/Devices/Component
MainCompShortName
/Devices/ShortName
MainCompName
/Devices/Name
MainCompType
/Devices/Devicetypes/Type
MainCompSerNr
/Devices/SerNr
MainCompInvNr
/Devices/InvNr
MainCompSerNrProv
/Devices/SerNrProv
MainCompHostname
/Devices/HostName
MainCompIPAddress
/Devices/IPAddress
MainCompMACAddress
/Devices/MACAddress


That means that if you want the “TypeAhead” to work for the CallerShortName column, your selected setup should contain the column /BPPersons/ShortName.

Otherwise, you will see this error message: "TypeAhead Lookup not possible: LookupField not part of SearchList".

Image003 6.7.png
The “TypeAhead” Lookup results are also restricted by the EntriesPerPage setting of your selected setup. Only the first page will be visible in the drop-down list.

If more entries are available, you will see the following warning message: "More records available".

Image004 6.7.png


Calldetail functions in portal design

Search lists

All selection lists which are reachable from the portal call-detail or is used by the new call function have been lifted up and are now matching the layout and behavior of portal lists. The filter section behaves identically like selection lists in SD2. Big difference is that the selection is done by double-clicking the line and not over a specific column as in old selection lists. If there should be a link item in one of the columns, clicking it will trigger a different behavior as the double-click on the line (the action is depending on the column).

Image005 6.7.png


Mail client

With release 6.7, the ServiceGrid mail client was updated to match the new look and feel. Functionality wise, there have not been any changes. However, some improvements to the usability have been made.
Image006 6.7.png

New HTML Editor

The HTML Editor has been update to match the look and feel of the portal. There is also a source edit button available, which allows you to directly edit the source code of your HTML email.

TypeAhead Lookup

The To, Cc and Bcc receiver fields support “TypeAhead” lookup, similar to the selection lists on the left side. The text you enter automatically searches in firstname, lastname and email fields of the person. No further customizing is needed. Of course, you can also enter any other email addresses.

Drag and Drop of mail addresses

Every entry in your receiver fields can be moved around to another receiver field through drag and drop. You can now For example, move a receiver from the Cc-box to the Bcc-box. The call relevant mail receivers also support drag and drop.

Callactivities

With release 6.7, the layout of the activities in the call-detail was updated to match the new look and feel. Functionality wise, there have not been any changes. However, some improvements to the usability have been made.

Using a Call:Activities-Detail setup, you can set up buttons such as New, Edit, Delete, Save, and Cancel, fields and columns, and setup-choice.


Image007 6.7.png



Parent&Child

The parent and child section has also been lifted in 6.7. Basic behavior are not changed (actions of buttons are acting like in SD2 and also conditions for showing the buttons and other actions (for example, deleting parent/child relation are remaining the same). New feature is that drilling down to a child or up to a parent is now possible by double-clicking an item in the list:

Image008 6.7.png


Like mentioned before, buttons action has not changed. But, creating of new parent/child will lead to a portal call-detail and a selection of parent/child will lead to a portal selection list.

Reset button for user specific layout settings

Reason

If a user makes changes of the layout of a list, these settings will be stored in the DB for this user. If there are user specific settings, changes of the setup will not affect this user. To get the new customizing of the administrator, the user has to reset his settings.

How does it work?

Layout settings are stored each time user performs the following actions:

  • Renames a column of a list
  • Changes the position of a column
  • Changes the size of a column
  • Epands or collapses search panel

List contains a Reset Layout button. This button can be active or inactive depending if there is some custom layout setting change present.

Image009 6.7.png


Changes are not tracked only inside current session, but are persisted. If user makes a change, the button gets activateda, logs out and logs in again, and the Reset button gets activated again.

Clicking the button and answering YES in the confirmation pop-up reloads the list with default setting as provided by the administrator, and disables Reset Layout button.

New fields available in portal call-list

Reason

Some fields which can be displayed in the SD² Call-List were not support by the portal call-list. With this release, the most important missing fields have been implemented so that more call-list setups can be migrated to the portal design.

How does it work?

Since a field is part of the setup it will be displayed in the portal call-list.

Setup

Following Fields have been added:

FieldGroup
Affected Fields
Whats new?
OLA Fields
/SD.call/CallHasOLAsSC[]/OLAMinutes

/SD.call/CallHasOLAsSC[]/TotalMinutes

/SD.call/CallHasOLAsSP[]/OLAMinutes

/SD.call/CallHasOLAsSP[]/TotalMinutes

Fields are now available in the Portal Calllist
NumberOfNotes

NumberOfNotess

Field is now available in the Portal Calllist


Following Fields have been improved:

FieldGroup
Affected Fields
Whats new?
Category Fields
customer.category1
Search functionality for better/easier searching has been added.
customer.category2
customer.category3
customer.category4
customer.category5
provider.category1
provider.category2
provider.category3
provider.category4
provider.category5
ReasonCategory Fields
customer.reasonCategory1
Search functionality for better/easier searching has been added.

customer.reasonCategory2


customer.reasonCategory3


customer.reasonCategory4


customer.reasonCategory5


provider.reasonCategory1


provider.reasonCategory2


provider.reasonCategory3


provider.reasonCategory 4


provider.reasonCategory5

MyQueues Option

All Queue Fields
Dropdown box in the Searcharea contains now the Option “MyQueues”, filtering all Queues where current User is Member of.
CurrentQueue Fields
customer.currentQueue
Search functionality for better/easier searching has been added.
customer.currentQueueName
customer.currentQueueNames
provider.currentQueue
provider.currentQueueName
provider.currentQueueNames
CurrentTechnician Fields
customer.currentTechnicianNames
Search functionality for better/easier searching has been added
customer.currentTechnicianShortName
provider.currentTechnicianNames
provider.currentTechnicianShortName



IT Service Management

New fields for Calldetail and CallHistory

Reason

It is not always necessary to see the complete name of the fields which consist of the shortname combined with the name. Therefore, it is possible to add name fields or shortname fields to the call detail or call history.

How does it work?

These fields are available in the call detail and call history:

DefaultLabel
Description
PriorityName
The name of the priority depending on the role.
PriorityShortName
The shortname of the priority depending on the role.
UrgencyName
The name of the urgency depending on the role.
UrgencyShortName
The shortname of the urgency depending on the role.
ImpactName
The name of the impact depending on the role.
ImpactShortName
The shortname of the impact depending on the role.
CallStateName
The name of the callstate depending on the role.
CallStateShortName
The shortname of the callstate depending on the role.
ProblemTypeName
The name of the problem type depending on the role.
ProblemTypeShortName
The short name of the problem type depending on the role.
FailureTypeName
The name of the failure type depending on the role.
FailureTypeShortName
The short name of the failure type depending on the role.
SeverityName
The name of the severity depending on the role.
SeverityShortName
The short name of the severity depending on the role.


If more than one Priority, Urgency or Impact columns, are part of the setup, the priority matrix cannot be calculated. After opening a setup with more of these fields, a warning will be displayed.

This field is available in the call history:

DefaultLabel
Description
CallStateEditTime
The own callstate names combined with EditTime.


Setup

The newly provided fields are treated similar to any other fields, and can be added or removed through the setup administration.


Customizable display of attachments

Reason

It is not always necessary to display the complete information for an attachment. Because of that, it is now possible to customize the appearance of the attachment in the setup.

How does it work?

Attachments can be displayed in the traditional way which includes an attachment number, the file name, the file size, the exact time when the attachment has been uploaded and the user who uploaded this. In addition to that, there is now a more compact format which consists of the attachment number and the filename.

Image010 6.7.png

Image011 6.7.png

The display format of the attachment is used in call detail and in the call history.

Setup

In the masterdata of the call system is a new field attachment display format. The option standard is the traditional way of rendering the attachment. FilenameOnly displays the attachment in the new short form.
Image012 6.7.png


Definable entity name in list

Reason

Until now the name of the displayed entity (for example, Users, Devices, Calls) cannot be changed. Sometimes, the default name of the entity, which is displayed in a list should be adapted to the workflow of your company. For example, now it is possible to name calls as tickets.

How does it work?

If an entity name is defined in the setup, it will be displayed instead the default name. This individual name will not be translated.
Image013 6.7.png

Setup

The name of the entity can be defined in the master data of the list setup.

Image014 6.7.png


Upload logistic documents

Reason

Currently logistic documents can only be created manually in SD.logistic, or within the workflow of a call. If the stock bookings are created by the technician using another mobile application, all bookings have to be entered manually in the Cisco ServiceGrid application again.

How does it work?

This upload can be executed manually in the online interface or automatically in the databroker. The automatic upload can be initiated once per day per mail upload or permantently by the FTP upload. An upload profile has to be created for the automatic upload.

There are two places in the application where this upload can be started manually:

  • SD.logistic/Documents
  • SD.databroker/Uploads


Format of CSV-file

FieldName
Header Position
Key (Y/N)
Type Format
Mandatory Optional
Remarks
DocumentType
H
Y
Varchar(12)
M
Possible values are:
- Receive
- Transfer
- Ship
- Return
- Reservation
- Change
DocumentDate
H
Y
Date/YYYY-MM-DD
M

DocumentID
H
Y
Varchar(50)
M

ExternalID
H
Y
Varchar(50)
O

SDCallID
H
Y
Date/YYYY-MM-DD
O

FromLocation
H
Y
Varchar(20)
M
Depends on documenttypes;
Needed for:
- Transfer
- Ship
- Return
- Reservation
Will be ignored by other types
ToLocation
H
Y
Varchar(20)
M
Depends on documenttypes;
Needed for:
- Receive
- Transfer
- Change
Will be ignored by other types
PartNo
P
N
Varchar(50)
M

Quantity
P
N
Integer
M

SalesPrice
P
N
Numeric(15.2)
O

Remarks
P
N
Varchar(4000)
O


Setup

No setup functions are available for this function.

New webservices

Reason

To provide the same operations as metro webservice: As they exist as the axis webservices, the methods getCalls and getAttachements have been implemented. With these new methods, it should be easier to migrate from the Axis to the Metro webservices.

How does it work?

The new methods have been added to the standard callservices of ServiceGrid.

CoreCallService

Two operations have been added to the CoreCallService:

  • getCalls
  • getAttachment
Method getCalls

Using this method, more than one call can be received. If more call messages are available on the server, up to 25 messages will be sent back to the webservice client.

Request message:

<p> </p>
<p>  <soapenv:header></soapenv:header></p>
<p>  <soapenv:body></soapenv:body></p>
<p>     <brok:getcalls></brok:getcalls></p>
<p>        <username>?</username></p>
<p>        <password>?</password></p>
<p>     </p>
<p>  </p>
<p> </p>

Response message:

<p> </p>
<p>  <s:body></s:body></p>
<p>     <ns2:getcallsresponse xmlns:ns2="urn:ws.solvedirect.com/broker"></ns2:getcallsresponse></p>
<p>        <messages></messages></p>
<p>           <calldata></calldata></p>
<p>             ...</p>
<p>           <calldata></calldata></p>
<p>           <calldata></calldata></p>
<p>             ...</p>
<p>           <calldata></calldata></p>
<p>           ...</p>
<p>        </p>
<p>     </p>
<p>  </p>
<p> </p>

Method getAttachment

Calling this method the data of one attachment can be requested from the server. The attachment data will be sent back base64 encoded. The user who sends the request has to be permission to read the requested attachment. This is the case if the user is member of the customer- or the provider organization to which the requested attachments belongs to.

Request message:

<p> </p>
<p>  <soapenv:header></soapenv:header></p>
<p>  <soapenv:body></soapenv:body></p>
<p>     <brok:getattachment></brok:getattachment></p>
<p>        <username>?</username></p>
<p>        <password>?</password></p>
<p>        <attachmentid>?</attachmentid></p>
<p>     </p>
<p>  </p>
<p> </p>
 

Response message:

<p> </p>
<p>  <s:body></s:body></p>
<p>     <ns2:getattachmentresponse xmlns:ns2="urn:ws.solvedirect.com/broker"></ns2:getattachmentresponse></p>
<p>        <attachment></attachment></p>
<p>           <filename>Dok2.docx</filename></p>
<p>           <database64>...</database64></p>
<p>        </p>
<p>     </p>
<p>  </p>
<p> </p>



CustomCallService

One operation has been added to the CustomCallService:

  • getCalls

The method getAttchement is not available in the custom callservice, because the response will only be sent in the ServiceGrid namespace.

Method getCalls

Using this method more than one call can be received. Up to 25 messages will be sent back to the webservice client if more call messages are available on the server.

Request message:

 
<p> </p>
<p>  <soapenv:header></soapenv:header></p>
<p>  <soapenv:body></soapenv:body></p>
<p>     <cus:getcalls></cus:getcalls></p>
<p>        <username>?</username></p>
<p>        <password>?</password></p>
<p>     </p>
<p>  </p>
<p> </p>
 

Response message:

<p> </p>
<p>  <s:body></s:body></p>
<p>     <ns2:getcallsresponse xmlns:ns2="urn:ws.solvedirect.com/webservices/custom"></ns2:getcallsresponse></p>
<p>        <messages></messages></p>
<p>           <calldata></calldata></p>
<p>              ...</p>
<p>           </p>
<p>           <calldata></calldata></p>
<p>              ...</p>
<p>           </p>
<p>        </p>
<p>     </p>
<p>  </p>
<p> </p>
 


Setup

No additional customizing is needed to use these new methods. All new operations can be used if a customizing exists to use the existing method getCall.


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