ServiceGrid Article - Portal Message Rules

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Contents

Overview

Messages Rules defines under what conditions messages would be sent (such as, method, when, to whom, and so on). 

Message Rules is a centralized tool for controlling messages in the following ways:

  • Outbound messages from Service Desk (SD) to external systems or individuals.
  • Inbound messages from external systems or individuals to SD.

The following parameters are used when defining a MessageRule:

Table 1 Message Rules Parameters

Parameter
Description
When
Trigger or Initializer
How
Communication Type
What
Template
To whom or from whom a message is sent or received?
Receiver or Sender


Portal Message Rules Administration

To speed up the task of creating and updating message rules, a new administration for the message rules is implemented.

The Message Rule window consists of two sections:

  • Message Rules Tree—The Message Rules tree is shown in the first/top section. The tree can be filtered by companies and workflows. Additionally, the tree is restricted, based on the active or inactive data. CRUD functions are implemented at all levels.
  • Search List—Displays the search list for all data objects shown in the second/bottom section. This area can be collapsed or expanded and CRUD functions are available for all data objects.

Figure 1 Portal Message Rules Tree

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To enable an administrator to work more efficiently, some functions or information are now available in addition on a higher level of the message rules function.

Faster Assignment of Existing Communication to a Trigger

An existing communication can be assigned to a message trigger without opening the detail form of the message trigger. A function Assign Communications has been added to the communication split button on message trigger level.

Figure 2 Assign Communications

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Parameters of Triggers Displayed in the Trigger List

All the parameters of a trigger are displayed in the message trigger list. Therefore, it is not required to open the detail form of a message trigger to see which parameters are defined for a trigger.

Figure 3 Parameters of Triggers

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Opening Template History from Message Rules Tree

The function Template History has been added to the template split button on the template level so that it is possible to open the template history directly from the message rules tree.

Figure 4 Template History
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Additional Columns in List of Service Definitions

Additional columns are visible in the list of service definitions, if response filter are defined for a service definition and the date of the next maintenance window for this service definition.

Figure 5 Additional Columns for Service Definitions

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Creating Outbound MessageRules

Outbound Trigger Selection and Trigger Parameters

The following trigger types are available for the customizing outbound messages:

Table 2 Trigger Types

Trigger
Description
When Update by

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 thecall.
Parameter
Description
SeqNr
The sequence for activating the triggers, if more triggers exist.
IsTopRule

Possible options include:

Y—activated in any case.

N—only activated if no related TopRule exists.

IsActive
Sets the trigger active.
When selection of Technician 1-3
Executed when a new technician gets assigned to call or an existing technician is changed.
Parameter
Description
SeqNr
The sequence for activating the triggers, if more triggers exist.
IsTopRule

Possible options include:

Y—activated in any case.

N—only activated if no related TopRule exists.

IsActive
Sets the trigger active.
When selection of Queue 1-3
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

Possible options include:

Y—activated in any case.

N—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
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.
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
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
The trigger is only valid for the following designated scopes:

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

Figure 6 Scope Selection for Message Rules Triggers


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The trigger is only valid in certain operation times.

Figure 7 Service Time Selection for Message Rules Triggers

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To add a new service time entry, click Create 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 repeats 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 must set the two sets of timestamps:

  • First service time from 18:00 to 00:00
  • Second service time from 00:00 to 08:00

NOTE: Service times are used to inform the support technicians at night through SMS and also by e-mails.


Filters

Filters help to limit the validity of triggers.
Triggers can be limited by using the following parameters:

  • CallState (Example: open, close, and so on)
  • Severities
  • Problem types
  • Failure types
  • Priorities (Example: high, low, and so on)
  • Queues
  • Categories
  • Locations
  • MainCompLocation
  • Customer Max Level
  • Provider Max Level

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

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

Figure 8 Message Rules Filter

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Outbound Communications

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

Select Converter

  • Outbound
  • SDStandardXSL

Select Communications Type

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

Set the Communication Parameters
NOTE: An inactive communication does not deactivate the corresponding message rules.

Table 3 Communication Parameters

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.
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.
HTTPS REST/SOAP
DateFormat
Default is dd.MM.yyyy HH:mm:ss. A different format can be defined.
Send Attachments

Possible options are:

N—None

C—Current

U—Unsent

A—All
If nothing is entered, option C- current is the default.

Encoding
UTF-8, ISO-8859-1, ISO-8859-2, windowsw_1250, windows_1252.
IsActive
The communication is active.



Definition of the receivers

For the communication to be active, at least one receiver should be specified. The types of receivers that could be used based on the CommunicationType.
CommunicationType
The various communication types are as follows:

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

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 (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}{phonenumber}).

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 (Example: Caller, Helpdesk, and so on).
  • User: Should have a fax number.
  • Fixed fax number: (Format+{CountryCode}{local area code}{phone-number}).

Select Template
To assign a template to the MessageTrigger, follow these steps:
Step 1: Select a communication.
Step 2: Click Assign Template or Create Template.
Each communication can use one or more templates with different template types (Example: Content, Subject, and AttachmentName) based on the combination of type of communication and converter used for the communication. By using the XSLT Converter, at least one active template should exist; otherwise, the communication will not be triggered.

The following sections undergo UI changes in the portal for the data objects trigger, communication, template, service definition during a message communication:

  • Creating a Trigger
  • Editing a Trigger
  • Deleting a Trigger
  • Creating a Communication
  • Editing a Communication
  • Deleting a Communication
  • Assigning a Template
  • Creating a Template
  • Editing a Template
  • Test Template
  • Creating a Service Definition
  • Assigning Existing Service Definition

Creating a Trigger

Figure 9 illustrates the screens for creating an outbound trigger. For more details on triggers, refer to the Message Rules document.

Figure 9 Outbound Trigger Creation Process 1

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Figure 10 Outbound Trigger Creation Process 2
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Editing a Trigger

Figure 11 illustrates the screen for editing a trigger.

Figure 11 Editing a Trigger

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Deleting a Trigger
Figure 12 illustrates the screen for deleting a trigger.

Figure 12 Deleting a Trigger

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Creating a Communication

Figure 13 illustrates the screen for creating an outbound communication.

Figure 13 Creating Outbound Communication

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Editing a Communication

Figure 14 illustrates the screen for editing a communication.

Figure 14 Editing a Communication

Image11 6.10.png

Deleting or Unassigning a Communication

Figure 15 illustrates the screen for unassigning or deleting a communication.

Unassigning a Communication
When a communication is unassigned, only the link between the trigger and the communication is deleted.
However, the communication will persist and can be used for some other trigger.
Deleting a Communication
When a communication is deleted, the whole communication is removed and it will no longer exist in the database.

Figure 15 Deleting a Communication

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Assigning a Template

Figure 16 illustrates the screen for assigning a template to the MessageTrigger.

Figure 16 Message Trigger Template

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Creating a Template

Figure 17 illustrates the screen for creating a template.

Figure 17 Creating a Template

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Editing a Template

Figure 18 illustrates the screen for editing a selected template.

Figure 18 Editing a Template

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Figure 19 illustrates the editor used for editing the templates.

Figure 19 Editor for Editing Templates

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NOTE: For commands using this editor, see http://codemirror.net/doc/manual.html#commands. Not all editor commands of codemirror are implemented.


Test Template
Figure 20 illustrates the screen for a test template.

Figure 20 Test Template

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Creating a Service Definition

Figure 21 illustrates the screen option “Create Service Definition” for creating a service definition.

Figure 21 Creating Service DefinitionOption

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Figure 22 illustrates the “Create Service Definition” screen.

Figure 22 Creat Service Definition Screen

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Assigning Existing Service Definition
Figure 23 illustrates the screen used for assigning existing Service Definition.

Figure 23 Assigning Existing Service Definition

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Creating Inbound MessageRules

Figure 24 illustrates the screen for creating an inbound trigger.

Figure 24 Creating Inbound Trigger

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Inbound Trigger Selection and Trigger Parameters

The trigger for inbound MessageRules is always Wait for Inbound.

Parameter used are as follows:

Table 4 Inbound Trigger Parameters

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


Figure 25 illustrates the screen for creating an inbound communication.

Figure 25 Creating Inbound Communication Screen

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Scope Selection

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

Table 5 Inbound Converter Parameter

Parameter
Description
SDStandardNVP Supports Cisco ServiceGrid namespace only.
SDReadConfirmation
Caution: Not all partners supports this. This can be used when a corresponding outbound communication exists where the parameter ReadingConfirmation is set and is only used with the CommunicationType Mail to SD.
SDStandardXML
Could be used with or without templates.


A lot of other converters are available. Most of them are listed for historical reasons.
(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:

Table 6 Communication Parameters

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.
Mail to SD

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


There are lot of other communication types are available:

(3) Definition of the senders
At least one sender must be specified with fixed sending address. This can either be an authenticated mail address or a service definition.
(4) 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 Assign Template or Create Template.
NOTE: Each inbound communication can use one or more templates.


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


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