ServiceGrid Article - Cisco ServiceGrid Release Notes V7.3

From DocWiki

Jump to: navigation, search

Contents

Introduction

Cisco ServiceGrid is an integration platform in the cloud for IT service management. It provides a scalable, highly secure, and faster way to integrate with everyone in your service ecosystem, and also meets your business requirements. It creates operational efficiencies that save you time and money, while simplifying the formation of your ecosystem so that you can collaborate faster.

This document describes the key features associated with the Cisco ServiceGrid Release 7.3.

This document contains the following sections:

  • Release Dates
  • System Requirements
  • New and Enhanced Features in Cisco ServiceGrid Release 7.3
  • Important Notes
  • Limitations and Restrictions
  • End-User License Agreement
  • ServiceGrid Documentation
  • Support Information
  • Related Articles

The Cisco ServiceGrid functions of the Release 2015 (Version 7.3) are available on October 25, 2015 to all customers using the Cisco ServiceGrid main platform (sdcall.solvedirect.com).

Release Notes 7.3 will be on production on the Cisco ServiceGrid support platform from October 25, 2015. All customers running their own in-house 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.

System Requirements

Cisco ServiceGrid Online application (Portal, SD2) is a web-based application and hence is accessible using a browser. The B2B connection uses the ITSM connection capabilities of the customers.

Table 1 Browser Policy

Browser Class

Browser

Properties

1

Mozilla Firefox

(last two major versions)

Google Chrome

(last two major versions)

Internet Explorer 11

  • Complete availability of product and application features (technician calendar, HTML-editor, and so on).
  • Graphical presentation (CSS layout).
  • No open browser-related known errors.

2

Internet Explorer 10

  • Limited availability of product and application features.
  • Limited graphical presentation (CSS Layout).
  • There may be browser-related bugs/known errors.


The following browser versions were tested for Release 7.3 with respect to the browser classes:

  • Firefox v39, v40, v41
  • Internet Explorer v10, v11
  • Google Chrome v44, v45

NOTE: The Active SLA feature should be used with the most recent versions of all browsers provided in Browser Class 1 in Table 1, and while using Internet Explorer, “compatibility mode” must be deactivated.

New and Enhanced Features in Cisco ServiceGrid

The following features and enhancements are provided in Cisco ServiceGrid Release 7.3:

  • Rest APIs
    • Get Attachments
    • Post Attachments
    • Adding Extended Fields to Tickets
    • Assigning Technicians to Queues
  • Reporting Database
  • ServiceGrid Portal
    • JSON to XML Conversion Preview
    • Search and Replace Functionality with Templates
    • Linking Message Rules Tree from Ticket Detail or Message Detail
    • Adding Request Type to Calls & Devices List
    • Reloading Portal Window
    • Type Ahead Function Enhancement


Rest APIs

Get Attachments

Starting with release 7.3, a new API is implemented for pulling attachments associated with a ticket.

API endpoint: host:port/ws/rest/v1/tickets{ticketid}attachments/

This API method allows you to pull all attachments associated with the given ticket ID.

Get attachments.png


API endpoint: host:port/ws/rest/v1/tickets{ticketid}attachments/{sattachmentId}

This API method allows you to pull one attachment, based on the ticket ID and the attachment ID. This GET method supports two representations. Choose content-type “application/json” for a base64 encoded content embedded in a JSON document and the parameter “application/octect-stream” for a raw binary content.

Get attachments attachmentID.png

To be able to use this API, a valid access token must be fetched through the endpoint “/ws/rest/oauth/token”. For more details on this API, see Rest API documentation.

Post Attachments

This is a new API introduced in release 7.3 to create and assign attachments to an existing ticket.

API endpoints: host:port/ws/rest/v1/tickets{ticketid}attachments/

Only the MIME-Type “application/json” is supported, which you must specify as a HTTP header parameter. The attachment itself must be uploaded as base64-encoded and embedded in a JSON document as seen in the API documentation.

Post attachment.png

To be able to use this API, a valid access token must be fetched through the endpoint “ws/rest/oauth/token”. For more details on this API, see Rest API documentation.

Adding Extended Fields to Tickets

Cisco ServiceGrid Release 7.3 supports sending and receiving of extended fields for all RESTful ticket APIs.

Extented fields.png

The extended fields can be specified in JSON format when creating a new ticket using the POST method.

"extended": {
"field1": "field1Value",
}

The extended fields can be used in JSON format when updating an existing ticket using PATCH method:

Patch extened field.png



[{
"op": "replace",
"path": "/extended/field1",
"value": "field1updatedValue"
}]

To be able to use this API, a valid access token must be fetched through the endpoint “/ws/rest/oauth/token”. For more details on this API, see Rest API documentation.

Assigning Technicians to Queues

Cisco ServiceGrid Release 7.3 supports assigning technicians to a queue through all RESTful Ticket APIs.

Technicam to queue.png

"queueOne": {"shortName": ""},

"queueTwo": {"shortName": ""},

"queueThree": {"shortName": ""},

"technicianOne": {"shortName": ""},

"technicianTwo": {"shortName": ""},

"technicianThree": {"shortName": ""}

To be able to use this API, a valid access token must be fetched through the endpoint “/ws/rest/oauth/token”. For more details on this API, see Rest API documentation.

Reporting Database

In addition to the ticket table, a new table “activities” has been created for storing the ticket activities in the Reporting Database. This table can be used to create reports based on the entity “activities”.

Reporting DB1.png

This screenshot shows the consumed reporting activity data through ODBC out of MS Excel.

Reporting DB2.png

For more details on this database, see Report Database.

ServiceGrid Portal

JSON to XML Conversion Preview

Starting release 7.3, you can see the preview of the XML file converted using the JSON-to-XML conversion method within the template administration. Due to this change, a couple of elements have been added to the UI to make it easier for you to customize ServiceGrid to work with JSON data.

The following UI changes are implemented:

  • A new content-type JSON is available for inbound templates.

Content type JSON.png

  • The following new options are available when creating/updating template with the JSON content-type:
  • A new field for entering “JSON Test Input” data is available.
  • After selecting the “Transform to XML” button, the option “Transform to XML” is available.
  • After selecting the “Transform to XML” button, the option “Transform to XML and apply XSL” is available.


JSON XML translation.png

Search and Replace Functionality with Templates

Starting release 7.3, a search and replace functionality is available in the template administration for the Inbound and Outbound templates.

Help F1.png

When you press F1 while editing your template (For example, XML, XSL or JSON), a help window will pop up to show you how searching and replacing capabilities are working.

  • This search functionality is available only within the new portal template administration.

Linking Message Rules Tree from Ticket Detail or Message Detail

This feature allows you to jump directly into the Message Rule Administration out of a Ticket Detail form or a Message Detail form.

Message Trigger button out of a Ticket Detail form:

Ticket detail link message rule admin.png

Message Trigger button out of a Message Detail form:

Message detail.png


If the user is a portal administrator and a member of the organization owning the Message Trigger, the button “MessageTrigger” in the Ticket Detail form or Message Detail form will open the following window in the Portal, showing the Message Rule Administration.

Message rule link.png

  • Only the selected Trigger and its sub-categories will be accessible and the trigger will also be automatically expanded.

Adding Request Type to Calls & Devices List

Starting with release 7.3, the field "RequestType" has been added to the SD² (SolveDirect ServiceDesk) "Calls & Device" device movements list and can be used for sorting, filtering or downloading. This list
"Calls & Devices" needs to be activated before under "Menus and Permissions".

Request type.png

Reloading Portal Window

Starting release 7.3, all portal windows that load content from a remote source have a reload icon on the top right corner of the window.

When you click the reload icon, the window will automatically reload its content. Windows that do not load remote content (For example, Folders), will not have the reload icon.

Reload button 2.png

Type Ahead Function Enhancement

Starting release 7.3, a slightly changed UI (without a drop-down list) will be available after typing the first 3 characters into the call detail field (For example, contact person).

Type ahead.png

For more details on Type Ahead function, see Type Ahead Lookup.

Important Notes

For all customers running their own infrastructure or using a Cisco Partner infrastructure, customers need to contact their implementation partner on the specific release date of the Cisco ServiceGrid 7.3 deployment.

Limitations and Restrictions

The requirements mentioned in Browser Class 1 in “System Requirements” section on page 3 provide the minimum system requirements for Cisco ServiceGrid.

End-User License Agreement

All new functions and modules are installed on the corresponding platforms. New functions and modules, which are part of the general update are available to all customers of that platform. Some of the new functions and modules must be licensed before they are used in customized systems.

ServiceGrid Documentation

Table 2 ServiceGrid Documentation

ServiceGrid DocWiki

ServiceGrid DocWiki manuals, Implementation Guides, and Release Notes Archive:

http://docwiki.cisco.com/wiki/ServiceGrid

ServiceGrid Support Community

Announcements, Release Notes, Support Forum, and Blog:

https://supportforums.cisco.com/community/11933756/cisco-servicegrid


Support Information

Table 3  Support Information

Cisco Support

email: tac@cisco.com

Phone: www.cisco.com/c/en/us/support/web/tsd-cisco-worldwide-contacts.html

Web: sso.cisco.com/autho/forms/CDClogin.html

Customer/Partner Maintenance Announcements

servicegrid-support@cisco.com

Support Reference Guide

www.cisco.com/web/services/acquisitions/downloads/solvedirect-tech-support-reference-guide.pdf


Related Articles

APIs in Cisco ServiceGrid

Report Database

Type Ahead Lookup


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.

Download Link: Cisco ServiceGrid Release Notes 7.3

Rating: 0.0/5 (0 votes cast)

Personal tools