ServiceGrid Article - Message Rules

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Contents

Overview

MessageRules is the centralized tool for controlling messages in the following ways:

  • From SD to external systems or persons (outbound).
  • From external systems or persons to SD (inbound).

A MessageRule is defined in the following parameters:

  • When: Trigger or Initializer
  • How: Communication type
  • What: Template
  • To whom or From whom a message is sent or received: Receiver or Sender

Create Outbound MessageRules

Outbound trigger selection and trigger parameters

The following trigger types are available for the customization of outbound messages:

Trigger
Description
When Update by

This trigger will be executed for each selection in the following ways:

Customer: Customer is triggered by a call-update of the customer.
Provider: Provider is triggered by a call-update of the provider.
Manual Selection: Manual Selection is activated manually typing a certain flag in the call.

Parameter
Description
SeqNr
The sequence for activating the triggers, if more triggers exist.
IsTopRule
Y: is activated in any case, N: is only activated if no related TopRule exists.
IsActive
Sets the trigger active.
When selection of Technician 1-3
This trigger will be executed when a new technician gets assigned to a call or an existing technician is changed.
Parameter
Description
SeqNr
The sequence for activating the triggers, if more triggers exist.
IsTopRule
Y: is activated in any case, N: is only activated if no related TopRule exists.
IsActive
Sets the trigger active.
When selection of Queue 1-3
This trigger will be executed when a new queue gets assigned to a call or an existing queue is changed.
Parameter
Description
SeqNr
The sequence for activating the triggers, if more triggers exist.
IsTopRule
Y: is activated in any case, N: is only activated if no related TopRule exists.
IsActive
Sets the trigger active.
When alert before
AlertTriggers are mostly used for escalation procedures. AlertCases will automatically be deactivated if the corresponding call is closed or set to TestCall.
Parameter
Descripiton
AlertField
CustomerRequestStartTime
CustomerRequestEndTime
ProviderScheduledStartTime
ProviderScheduledEndTime
EndOfResponseTime: Triggers using this timestamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.
EndOfRecoveryTime: Triggers using this timestamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.
EndOfRetentionTime: Triggers using this timestamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.

Minutes
The minutes, before the set timestamp is reached. (Absolute Time without considering any ServiceLevelAgreements)
Percentage

Only available for:

EndOfResponseTime
EndOfRecoveryTime
EndOfRetentionTime

Period

If set to a value other than 0, it means that after Period-Minutes, the trigger will be repeated.

Only available for:

EndOfResponseTime
EndOfRecoveryTime
EndOfRetentionTime

(Absolute Time without considering any ServiceLevelAgreements.)

IsActive
IsActive sets the trigger active.

When alert after






AlertTriggers are mostly used for escalation procedures. AlertCases will automatically be deactivated if the corresponding call is closed or set to TestCall.
Parameter
Description
AlertField
CustomerRequestStartTime
CustomerRequestEndTime
ProviderScheduledStartTime
ProviderScheduledEndTime
EndOfResponseTime: Triggers using this timestamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.
EndOfRecoveryTime: Triggers using this timestamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.
EndOfRetentionTime: Triggers using this timestamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.
CallOpenTime
CallStartSLATime
CallResponseTime
CallRecoveryTime
CallCloseTime
ProblemStartTime
CallAcknowledgeTime: Triggers which use this time stamp are conditional AlertTriggers. If this timestamp is reached considering the additional fields such as Minutes, Percentage, and Period, the corresponding alert case will be deactivated.

Minutes
The Minutes after the set timestamp is reached. (Absolute Time without considering ServiceLevelAgreements)
Percentage

Only available for:

EndOfResponseTime
EndOfRecoveryTime
EndOfRetentionTime
(SLA-Time considering several Service Level Agreements.)

Period

If set to a value other than 0, it means that after Period-Minutes, the trigger will be repeated.

Only available for:

EndOfResponseTime
EndOfRecoveryTime
EndOfRetentionTime
CallAcknowledgeTime
(Absolute Time without considering Service Level Agreements.)

IsActive
IsActive sets the trigger active.
When error occurs
This trigger will be fired if an erroneous inbound or outbound transaction occurs to inform corresponding persons.

Parameter
Description

IsActive
IsActive sets the trigger active.
When note created by
When a note is added to a call

Parameter
Description

IsActive
IsActive sets the trigger active.

Scope and service time selection

Scope: The trigger is only for designated scopes which are as follows:

  • certain organizations
  • certain contracts
  • certain ContractElements
  • certain service items

Service times: The trigger is only valid in certain operation times.

To add a new service time entry, click Add new service times.

To edit the values, click on the existing value.

NOTE: If the fire alert timestamp is out of defined service times, the trigger will not be fired. If the alert trigger repeates periodically and the next repeat is out of the service time, the trigger will not be repeated again.

To define service times from 18:00 to 08:00, you should set first service time from 18:00 to 00:00 and a second service time from 00:00 to 08:00.

For example, service times are usually used to inform support technicians at night through SMS and also by mails.

Filters

Filters help to limit the vadility of triggers.

Triggers can be limited by using the following:

  • CallState (For examples, open, close, and so on)
  • Severities
  • Problem types
  • Failure types
  • Priorities (For example, high, low, and so on)
  • Queues
  • Categories
  • Locations

The fields are defined as column, values are defined as row. More filters can be defined for one MessageTrigger. This example of MessageRule should be launched when a ticket with high or medium priority is created.

If one out of two column is set and the second column is left empty, all values of the second filter are possible to fire that trigger. If both columns have a value, these values are combined in an AND clause.

Outbound Communications

A new communication can be created by customizing the message rule or by selecting an existing communication.

(1) Select converter

  • Outbound
  • SDStandardXSL

(2) Select CommunicationsType

  • Outbound-FTP-Server
  • HTTPS POST
  • HTTPS SOAP
  • SMS from SD
  • Mail from SD
  • Fax from SD

(3) Set the communication parameters

NOTE: An inactive communication does not deactivate the corresponding MessageRules.

Communication Type
Parameter
Description
Mail from SD
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined. Confirmation (Y/N): A read confirmation is requested. Content as attachment (Y/N): The content is sent as an attachment. Send attachements (N/C/U/A): None(N), Current(C), Unsent(U), All(A) attachments will be sent.
IsActive
The communication is active.
SMS from SD
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
IsActive
The communication is active.
HTTPS SOAP
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
IsActive
The communication is active.
FTP Server
DateFormat

Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.

Handler: The so-called Handler on an operation system level. If not agreed differently, the default handler FILECOM should be entered.

IsActive
The communication is active.
HTTPS Post
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
IsActive
The communication is active.

(4) Definition of the receivers

At least one receiver should be specified for the communication to be active. The types of receivers that could be used depend on the CommunicationType.
CommunicationType

The various communication types are as follows:

  • Email Receiver: Role of the Call. (For example, Caller, Helpdesk, and so on.)
  • User: User should have email address.
  • Fixed email address.

If the email address which should be used is not found at the corresponding Call or Person, a warning message appears.

  • SMS Receiver Role of the Call (For example, Caller, Helpdesk, and so on.)
  • User: should have a mobile phone number
  • Fixed mobile phone number: (Format {CountryCode without leading zeroes}{local area code}{phone-number})

If the mobile number which should be used is not found at the corresponding Call/Person, a warning message appears.

  • HTTPS SOAP Receiver Fixed address HTTPS Post Receiver Fixed address FTP Receiver Directory name on FTP server Fax Receiver Role of the Call (For example, Caller, Helpdesk, and so on.)
  • User: should have a fax number
  • Fixed fax number: (Format+{CountryCode}{local area code}{phone-number})

(5) Select Template

To assign a template to the MessageTrigger, follow these steps:

Step 1: Select a communication.

Step 2: Click Add new template.

Each communication can use one or more templates with different template types (For example, Content, Subject, and AttachmentName).

By using the XSLT Converter, at least one active template should exist; otherwise, the communication will not be fired.


Create Inbound MessageRules

Inbound trigger selection and trigger parameters

The trigger for inbound MessageRules is always Wait for Inbound.

The parameter uesd is as follows:

Parameter
Description
IsActive
Sets the trigger active (IsActive=No the trigger is displayed in brackets “(…)” .

Scope Selection

Scope: The trigger is only designed for designated scopes for certain organizations.

Scopes for contracts, ContractElements, and ServiceItems will be ignored on inbound processing.

Inbound Communications

A new communication can be created while customizing the message rule or an existing communication can be selected.

(1) Select inbound converter

Converter
Description
SDStandardNVP
Only Cisco ServiceGrid namespace is supported. For Syntax, refer to Chapter 5.3.
SDReadConfirmation
Be careful in using this. Not all partners will support this. This can be used when a corresponding outbound communication exists where the parameter ReadingConfirmation is set. It is only used with CommunicationType Mail to SD.
SDSMS
CommunicationType SMS to SD should be used. For Syntax, refer to Chapter 8.1.
SDStandardXML
Could be used with or without templates.


(2) Select CommunicationsType and communication parameters

NOTE: An inactive communication does not deactivate the corresponding MessageRules.

The various communication types and its parameters are as follows:

Communication Type
Parameter
Description
Mail Confirmation
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
Do not forward (Y/N)
The received confirmation will not be forwarded to partner if parameter is set to Y.
IsActive
The communication is active.
FTP Server
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
Handler
The so-called Handler on an operation system level. If not agreed differently, the default handler FILECOM has to be entered.
IsActive
The communication is active.
HTTPS SOAP
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
IsActive
The communication is active.
HTTPS Post
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
IsActive
The communication is active.
SMS to SD
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
IsActive
The communication is active.
Mail to SD
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.

IsActive
The communication is active.


(4) Definition of the senders

At least one sender has to be specified with fixed sending address, except for SMS to SD CommunicationType.

(5) Select Template

To assign a template to the MessageTrigger, follow these steps:

Step 1: Select a communication from the drop-down list.

Step 2: Click Add new template.

NOTE: Each inbound communication can use one or more templates.


Customizing an SMTP Connection

Create a message trigger for SMTP outbound

Trigger

To create a trigger, follow these steps:
Step 1: Choose BasicData>MessageRules.
Step 2: Click AllTriggers in the left side menu.
Step 3: Click the function link Create new message trigger.
Step 4: Choose Company and Callsystem.
Step 5: From the TriggerTyper drop-down list, choose When update by.
Step 6: Click Next.
Step 7: Fill in the trigger master data.(For details, go to SD_MessageRules#Create_Outbound_MessageRules).
Step 8: Click Save.

Outbound Communication

To create a new outbound communication, follow these steps:
Step 1: Click the function link Add new outbound communication.
Step 2: Select SMTP.out - Mail from SD as communication type.
Step 3: Click Next.
Step 4: Fill in the communication master data (For details, go to SD_MessageRules#Create_Outbound_MessageRules).
Step 5: Click Save.

Template

To create a new template, follow these steps:

Step 1: Click the function link Add new template.
Step 2: Select the template and template type.
Step 3: Click Save.

Receiver

To add a new receiver, follow these steps:
Step 1: Click the function link Add new receiver.
Step 2: Select the receiver from the drop-down list or enter a fix mail address.
Step 3: Click Save.

Create a message trigger for SMTP inbound

Trigger

To create a trigger, follow these steps:
Step 1: Choose BasicData>MessageRules.'
'
Step 2: Click AllTriggers in the left side menu.
'
Step 3: Click the function link Create new message trigger.
'
Step 4: Select Company and Callsystem.
Step 5:
From the TriggerTyper drop-down list, choose Wait for Inbound.
Step 6: Click Next.
Step 7: Fill in the trigger master data (For details, go to SD_MessageRules#Create_Inbound_MessageRules)..
Step 8: Click Save.

Inbound Communication

To create a new inbound communication, follow these steps:
Step 1: Click the function link Add new inbound communication.
Step 2: Select Mail Inbound via Mail to SD as communication type.
Step 3: Click Next.
Step 4: Fill in the communication master data (For details, go to SD_MessageRules#Create_Inbound_MessageRules).
Step 5: Click Save.

Template

To create a new template, follow these steps:
Step 1: Click the function link Add new template.
Step 2: Select the template.
Step 3: Click Save.

Sender

To add a new receiver, follow these steps:
Step 1: Click the function link Add new sender.
Step 2: Enter a fix mail adress.
Step 3: Click Save.


Customizing a SOAP Connection

Create a SOAP user, to get login and password.

A SOAP user should satisfy the following crtieria:

  • The SOAP user should have Write permissions for calls.
  • The SOAP user should have a symbolic mail address which is used in the message triggers as receiver and sender address.

For example:

UserName _soap Password ShortName _soap Lastname SOAP User Mail .soap@cisco.com PermissionGroup Enduser (set Enduser Permissions to SD.Call = Write)

Create a message trigger for outbound

Trigger

Trigger SOAP Outbound: When updated by Provider

Outbound Communication

Outbound Communication: SOAP Outbound through HTTPS SOAP

Template

Templates: Content Outbound

Sender

Sender FixAddressString-HTTPS SOAP: _soap@cisco.com

Create a message trigger for inbound

Trigger

Trigger SOAP Inbound: Wait for Inbound

Inbound Communication

Inbound Communication: SOAP Inbound via HTTPS SOAP

Template

Templates: Inbound Inbound

Sender

Sender FixAddressString-HTTPS SOAP: _soap@cisco.com


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.

Related Articles

Message Trigger Creation Inbound

Message Trigger Creation Outbound

Message Data

Tracking Messages

Sending Text Messages

SD.BasicData




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