ServiceGrid Article - Cisco ServiceGrid Release Notes V4.9

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Contents

Overview

Release 4.9

The following new functions of the Spring Release 08 (Version 4.9) are available since Sunday afternoon 27th April 2008.

Summary

TOP TEN Reporting
Create reports which list only the TOP TEN(x) records.

Introducing Dashboards
Dashboards provide a quick overview of a set of reports showing current situations of calls. A set of reports, lists, URLs, and attachments (CockpitElements) are shown combined on one screen.

New Permission and Setup Choice Administration
Further improvements to the administration are made. Setup permissions can be given directly from the setup editor.

Hierarchical Queues
Hierarchical structure allows defining of organization structure. This can be used for advanced escalation rules.

Include Templates
Using the new include templates, same code can be used inside multiple templates.

QuickLog Number
The QuickLog gives the possibility to involve users with a restricted login URL possibility, without the need to be authorized with login name and password.

Template history function for the XSL Editor
Keeps track of your template development, and compares different versions of a template.

SD.ServiceManager

SD.call

Number of Editors

With release 4.9, the CallTracking field NumberOfEditors can be used to display how many editors a call had. This field is also available for using the call history.

Usage:
Add the field NumberOfEditors to a CallTracking list.
The field can be used to filter the list results as follows:

  • GroupBy 
  • A range can be defined.

Conditions:
Updates performed by a converter do not affect the NumberOfEditor counter.

Use case:
View and report how many different users have been working on a call.

GroupBy functionality for the CallTracking history view

With the new release, the GroupBy functionality is available to the CallTracking history lists.

Usage:

  • Create or edit a CallTracking history list.
  • Edit the CallTracking master data.
  • Activate the flag HasGroupBy to receive the GroupBy filter row.
  • Select if the result should be shown as list or graphic.
  • Select if the setup should be available to SD.call, SD.cockpit or both.
  • Add the field Number to the list.
  • If required, group one or more fields (not the field "number").

Use case:
More list functionalities for CallTracking history by using the GroupBy function.
Reporting possibilities for the CallTracking history list.
For example:

Number of history records per call of the last 3 months.
Top 10 calls with the most history records.

Top Ten (x) call volume reports

The new Top Ten function is a reporting extension of the CallTracking list. When using a grouped list, the amount of top results (call volume) can be defined and shown on the screen. This extended CallTracking list functionality is available in the SD.call and SD.cockpit modules, and provides call volume reports.

Usage:

  • Create or edit a CallTracking list.
  • Edit the CallTracking master data.
  • Enter the number of top records to be shown, as value in the field NumberOfTopXRows.
  • Select if the result should be shown as a list or a graphic.
  • Select if the setup should be available to SD.call, SD.cockpit, or both.
  • Add the field Number to the list and group at least one field (not the field "number").

Conditions:

  • The field Number must exist in the CallTracking list (displayed or hidden).
  • At least one setup field has to be grouped.
  • A value higher than 0 has to be entered for NumberOfTopXRows at the setup master data to use this function.
  • The Top Ten function is for call volume lists and reports.

Use case:
More advanced call volume reporting by using the TOP 10 functionality.
For examples:

  • Top 10 categories per customer
  • Top 10 categories per customer and year
  • Top 5 call creating locations
  • Top 3 customers of the last 3 months

TotalRemarks

With the new field TotalRemarks, the CallTracking lists gain a strong search engine which searches through all remarks which have been added to a call.

Usage:

  • First, the field TotalRemarks needs to be added to a CallTracking list.
  • A new filter field appears in the CallTracking list.
  • In the list the field, TotalRemarks displays the content of the last added remark.
  • Use the wildcards to perform a full text search.
  • Restrictions: Only the content of the remark fields will be used for the search.

Use case:

  • Fast search through all remarks entered in a call.
  • Fast search of a ticket by knowing only some information left in the remark field.

CurrentQueue and CurrentTechnician

New fields for the CallTracking and CallDetail provide information about the technician currently working on the call, or the queue.

Usage:
Add one of the fields provided for the current queue or technician to a CallTracking list or CallDetail form.
Use the filter criteria for those fields to set filters.

Use case:
Setups can show the current technician or queue of a call without knowing the level or the present technician of a call.

Available fields:

CallDetail: The following fields can be used in a CallDetail as read only fields:

Field Name
Field Description
CurrentQueueSC
Short name of current queue on customer side.
CurrentQueueSP
Short name of current queue on provider side.
CurrentTechnicianSPNames
First name and last name of current technician on provider side.
CurrentTechnicianSCNames
First name and last name of current technician on customer side.

Each field used inside of a CallDetail has the following options: Label, SeqNr, MaxLength, HasDetailButton, IsGroupHeader, and IsDisplayField.

CallTracking: The following fields can be used in a CallTracking list.

Field Name
Field Description
CurrentQueueSC
Short name of current queue on customer side.
CurrentQueueSP
Short name of current queue on provider side.
CurrentQueueSCName
Name of current queue on customer side.
CurrentQueueSPName
Name of current queue on provider side.
CurrentQueueSCNames
Short name and name of current queue on customer side.
CurrentQueueSPNames
Short name and name of current queue on provider side.
CurrentTechnicianSPTel
Phone number of current technician on provider side.
CurrentTechnicianSPLastName
Last name of current technician on provider side.
CurrentTechnicianSPFirstName
First name of current technician on provider side.
CurrentTechnicianSPShortName
Short name of current technician on provider side.
CurrentTechnicianSCShortName
Short name of current technician on customer side.
CurrentTechnicianSPNames
Firstname and lastname of current technician on provider side.
CurrentTechnicianSCFirstName
Firstname of current technician on customer side.
CurrentTechnicianSCLastName
Lastname of current technician on customer side.
CurrentTechnicianSCTel
Phone no. of current technician on customer side.
CurrentTechnicianSCNames
Firstname and last name of current technician on customer side.

Each field used inside of a CallTrackinglist has the following options: Label, SeqNr, DefaultValue, HasReference, GroupBy, IsReadOnly, and IsDisplayField.

New Call by Request and New Call by Caller with selected CallSystems only

With the new release, it is possible to define which CallSystems should be shown when a new call is generated with the New Call on Request and New Call by Caller functions.

Usage:
A CallSystem can be activated or deactivated for the New Call on Request function under:
BasicData > MyCompany > Setups > CallSystem > Select a CallSystem > Change master data.
The flag EnabledForWorkflowSelection indicates if the selected CallSystem is available for the New Call on Request and New Call by Caller functions.
By default, all existing and new created and CallSystems are set to active.
When only one CallSystem is defined as available, ­ no intermediate set is required to select the CallSystem.

Use case:
Better usability. Only defined CallSystems are shown with the New Call on Request function.

New options for CallTrackingList Wait for Select

Long lists might take a bit of time before shown on the screen. If a user wants to set some filters before the results of a setup list are displayed, it might slow down the application usage speed. Therefore, it is possible to define that the list results are generated after the user hits the GO button.

WaitForSelect defines, if a setup should be automatically loaded after the selection or only the filter rows and the go button. The option was already available for some lists and is now available for CallTracking lists.

Wait for select is available for the following setup lists:

  • Call (new)
  • DeviceList
  • SolutionList
  • BasicData.OrganizationList
  • BasicData.UserList
  • LocationList

Usage:
Select the flag WaitForSelect at the SetupList master data to activate the new feature.

Use case:
Faster usage and better usability when working with huge call user, or device lists.

Time check for manual time entries

When customized, it is possible to enter the timestamp times for every call through the CallDetail form. Till now there was no time check, if the entered values before the current time which could result in time calculations having negative results. With 4.9, a time check can be performed, and the system will not accept wrong times which are before the CallOpen time.

Three conditions can be defined:
1. The entered time has to be before (past) the current time.
2. The entered time has to be after (future) the current time.
3. The entered time can be before (past) and after (future) the current time.

The time check can be activated for the following fields:

CallDetailForm
ActivityDetailForm
CallOpen
WorkStart
ProblemStart
WorkEnd
StartSLA
Busy
CallAcknowledge
Back
CallResponse

CallSend

CallRecovery

CallClose

SPScheduledStart

SPScheduledEnd

CustRequestStart

BusyTime (Activities)

WorkStart (Activities)

BusyTime (Activities)

BackTime (Activities)

WorkEnd (Activities)

Time check behavior: The time check behavior is set by the field option CheckTimeStampFor.

CheckTimestampFor
Description
Left empty
The entered time can be in the past and the future.
In the past
The entered time has to be in the past.
In the future
The entered time has to be in the future.

Usage:

  • Select the setup field master data (CallDetail or ActivityDetail) at BasicData.
  • Set the time check behaviors by selecting the correct option from the drop-down box.

Preselection of automatically generated Slave and Child calls:

Preconditions: Customizing offers services, which can automatically generate several child calls.

The CallDetail field for ContractElements / SLA got a specific field SD ReleaseNotes V4 9-001-08101428.png button. This new button allows to select or deselect child calls which would be automatically generated by the sub contract element behavior.

Use case: It is not always necessary to create all sub calls of a call with the selection of which calls should be generated. Unneeded tickets for the single case are not generated, and are not needed to be handled. This ensures a more convenient use of services with multiple child calls.

Usage:
Activate the specific field button for the ContractElement fields in the CallDetail.
Therefore, activate the flag HasSpecField adds the following button SD ReleaseNotes V4 9-001-08101428.png.
For ContractElements, add the SetupList master data to activate the new feature.

Conditions:
An existing ContractElement with sub-ContractElement relationships, which creates automatic child calls has to be customized.
Per default all child or slave calls will be automatically generated, if not deselected by the customer.

Mass handling of Messages

Previously, when working with messages inside of the SD.call module, a message could only be set to active or inactive when the message was selected. With the new release, functions for mass handling have been added to the messagelist.

Usage:

  • Select the flag in front of a message record
  • Or use the flag in the label row to select all messages
  • Choose one of the functions Set to inactive or Set to active and press the GO button to perform the change for all selected messages.

Use case:
Faster message handling workflow ­ many messages can be set to active or inactive with a reduced number of clicks.

BasicData

New Permission and Setup Choice Administration

The last update to the administration permission and setup choice was the first step to a new administration concept helping large organizations to deal with a large amount of setups and user groups. With the Spring Release, a further step has been made. The changes affect the Products and Permissions, the Setup Choice, the PermissionGroup and the Setup Editor.

Usage: Products and Permissions:
With a click on the Product and Permissions settings, a matrix of all product settings will appear.
The ability of deselecting some of the PermissionGroup gained with Release 4.7 has been removed.
Click on one of the following functions Change A & SYS, Change all SUP, Change all SD, Change all E or on the green linked PermissionGroup Name to edit the settings.
The following PermissionGroups will be shown together:

  • Support1 ­ Support10 (SUP-SUP10)
  • ServiceDesk1 ­ ServiceDesk10 (SD ­ SD10)
  • EndUser (EU)­ EndUser 6 (EU6)
  • Supervisor (SU), Administrator (ADM) and System (SYS)

SetupChoice:

  • The button Setup Choice will show the setups permission in the familiar matrix view.
  • The ability of deselecting some of the PermissionGroup gained with Release 4.7 has been removed.
  • Use the Change Setup Choice to change the setting with the old matrix view. We recommend for smaller customizations. For further use, refer to the PermissionGroup function.

PermissionGroups:

  • An additional function has been added to the Permissions. With Permission Groups, all used PermissionGroups will be listed. (Set UserCount filter to "0" to see all PermissionGroups).
  • Click on a PermissionGroup to see a list of all assigned setups.
  • Use the Change Setup Choice link to change the assigned setups.
  • Use the shown list to activate or deactivate setups and to set the default flag.
  • With introducing the new list functionality, filters can be used to narrow the shown setups.

Setup Editor (Administration of Setups):

  • Addition to the changes made to the main administration point of all setups, a useful function has been given to the setup editor.
  • Now it is possible to set the setup choice permissions from inside of the setup editor.
  • Therefore select the Change the permissions on top of the setup editor, and select or deselect the permissions.

Use case:
For large customized systems the pervious approach was not efficient enough.
The ability of showing or defining permissions directly from the setup editor speeds up the administration workflow.

More PermissionGroups for ServiceSupport and ServiceDesk

Four additional permission groups are available for ServiceDesk and ServiceSupport permission groups.

New PermissionGroups:

  • SUP7 ­ ServiceSupport7
  • SUP8 ­ ServiceSupport8
  • SUP9 ­ ServiceSupport9
  • SUP10 ­ ServiceSupport10
  • SD7 ­ ServiceDesk7
  • SD8 ­ ServiceDesk8
  • SD9 ­ ServiceDesk9
  • SD10 ­ ServiceDesk10

Use case:
More different configurations for the ServiceDesk and ServiceSupport PermissionGroups.

Soft deletion of CallCodes, CallStates and Queues

Once a CallState, CallCode of a CallSystem or Queue was used in a call, it cannot be deleted anymore. This behavior is needed to guarantee the data integrity of past call transactions. Till the release 4.9, such unused codes could not be deleted. With the new release 4.9, it is possible to define, if a code, category of a CallSystem or queue should be shown in Lists and DetailForms. This function is called Soft deletion.

Soft deletion guarantees the data integrity, but will exclude unecessary codes and queues from the user interface. The items will not be deleted, they are set to invisible.

The soft deletion sets those codes invisible. They can be set visible again as well.

Soft deletion is available for:
Workflow: CallStates

CallCodes: Priority Codes

  • Severity Codes
  • Failure Types
  • Problem Types
  • Categories
  • Reason Categories
  • Queues

Usage:

  • Edit the master data of the concerning code, queue or category.
  • Use the IsActivInEditForms flag to deactivate the selected item for forms. (CallDetail forms)
  • Use the IsActivInLists flag to deactivate the selected item for lists. (CallTracking lists)
  • The deactivation of lists is also relevant in messages and MessageRules (Filter of CallStates)

Use case:
Unecessary or currently unavailable codes can be set invisible.
Clean up codes, categories and CallStates of grown customizations.

Alphanumeric rearrangement of (reason) categories

The new functions Sort tree alphanumerically and Save sorted tree enable the possibility to rearrange categories and reason categories of a CallSystem. Sort complex categories alphanumerically with two simple clicks.

Usage:

  • Select a category or reason category of a CallSystem.
  • Select the tree view of the category.
  • Select the Sort tree alphanumerically option.
  • Save the new sorted category list with the Save sorted tree.
  • The new generated structure can be used.

Use case:
Grown (reason) category lists can be rearranged without the need of manual editing.

Customizable Call History

With CallHistory setups another part of the Cisco ServiceGrid platform gets customizable details forms.

Usage:

  • The new CallHistory setups are managed under the Call.History located at the CallSetup (Basic Data: CallSystems).
  • Use the functions Copy Call.History setup or Add a new Call.History setup to create a new setup.
  • Add the required fields.
  • Use the options Display only if changed (DIC) or Has Label (HL) to define the field options.
  • Every field marked as Groupheader is shown in bold.
  • Use the new Change the permissions function to define the setup permissions.
  • Assign the new created CallHistory to the CallDetails.
  • Edit the master data of the CallDetail and select the created CallHistory setup from the CallHistorySetup drop-down list.
  • Detail of CallStateNames in Call History means to show the number of the CallHistory record with the "#" symbol.
  • CallHistory defined or added to a CallDetail are always shown, when the CallDetail is used. In case no CallDetail is defined for a CallDetail, the last used CallHistory setup is used looking at this CallDetail.

Conditions:
A CallHistory setup can be assigned to every CallDetail setup.
Nearly all CallDetail fields (345 out of 356 fields) can be used for the CallHistory.

Use case: Customizable details help to display only user relevant information in the required order.

New dynamic time filters for CallTracking and DeviceLists

New filters for CallTracking and DeviceLists are available to define more dynamic time possibilities. Use the until-now-filters to filter a fixed time period till the current date, the <24h and >24h criteria are used to filter the last 24 hours or all except the last 24 hours.

The new filter criteria are available for most time stamp fields.

Usage:

  • Edit the device lists or CallTracking lists and select one of the fields CallOpen, CallClose, or one of the timestamp fields.
  • Select the time filter from the option DefaultValue.

Filter criteria
Description
<24h
All list entries of the last 24 hours.
>24h
All list entries except the last 24 hours.
Last full month until now
All list entries of the last full month till now.
Last full 2 months until now
All list entries of the last two full months till now.
Last full 3 months until now
All list entries of the last three full months till now.
Last full 12 months until now
All list entries of the last 12 full months till now.
Current full month
All list entries of the current month.


Limitations for the 24h filters:

The 24h filters work only by the selection of the setup, in case the filter criteria are changed by the user to update the list the filter will not consider the used minutes in the shown updates list.

Hidden feature of the 24h filters:

Once a list uses the >24h or <24h filter, it is possible to edit the filter after the list was generated and to enter new filter values including minutes.

Hierarchical Queue

With the Spring Release, queues can have a hierarchical structure. The hierarchical structure can be used to create the hierarchical structure of a company. This structure can be used for extended in MessageRules using more different levels of receivers. Use up to four grades of ParentQueues to select a contact person or technicians as receivers for outbound communications.

Usage:

  • Create a new queue.
  • Assign the new created queue to Level "0".
  • Select the ParentQueue to build the company structure. Only Level 0 queues can be selected.

Conditions:

  • Only Level 0 queues can be used as ParentQueues.
  • Level 0 queues cannot be as queues like Level 1-3 used by the SD.call module.
  • Every Level 1, 2 and 3 can be assigned to one Level 0 queue as ParentQueue only.
  • A ParentQueue can be referenced by more than one queue.

New receivers: The following receivers can be used for mail, SMS and Fax outbound communications:

ShortName
Name
Description
P1QUE-CP
ParentQueueContact
Sends a message to contact of parent-queue of current queue from related call depending on role and call-state-level.
P1QUE-CP-CP
ParentQueueContactOfContact
Sends a message to related person of contact of parent-queue of current queue from related call depending on role and call-state-level.
P1QUE-TEC
ParentQueueTechnicians
Sends a message to all technicians of parent-queue of current queue from related call depending on role and call-state-level.
P1QUE-TEC-CP
ParentQueueTechnicianContact
Sends a message to related person of all technicians of parent-queue of current queue from related call depending on role and call-state-level.
P2QUE-CP
ParParentQueueContact
Sends a message to contact of parent-queue (2 grades) of current queue from related call depending on role and call-state-level.
P2QUE-CP-CP
ParParentQueueContactOfContact
Sends a message to related person of contact of parent-queue (2 grades) of current queue from related call depending on role and call-state-level.
P2QUE-TEC
ParParentQueueTechnicians
Sends a message to all technicians of parent-queue (2 grades) of current queue from related call depending on role and call-state-level.
P2QUE-TEC-CP
ParParentQueueTechnicianContact
Sends a message to related person of all technicians of parent-queue (2 grades) of current queue from related call depending on role and call-state-level.
P3QUE-CP
ParParParentQueueContact
Sends a message to contact of parent-queue (3 grades) of current queue from related call depending on role and call-state-level.
P3QUE-CP-CP
ParParParentQueueContactOfContact
Sends a message to related person of contact of parent-queue (3 grades) of current queue from related call depending on role and call-state-level.
P3QUE-TEC
ParParParentQueueTechnicians
Sends a message to all technicians of parent-queue (3 grades) of current queue from related call depending on role and call-state-level
P3QUE-TEC-CP
ParParParentQueueTechnicianContact
Sends a message to related person of all technicians of parent-queue (3 grades) of current queue from related call depending on role and call-state-level.
P4QUE-CP
ParParParParentQueueContact
Sends a message to contact of parent-queue (4 grades) of current queue from related call depending on role and call-state-level.
P4QUE-CP-CP
ParParParParentQueueContactOfContact
Sends a message to related person of contact of parent-queue (4 grades) of current queue from related call depending on role and call-state-level.
P4QUE-TEC
ParParParParentQueueTechnicians
Sends a message to all technicians of parent-queue (4 grades) of current queue from related call depending on role and call-state-level.
P4QUE-TEC-CP
ParParParParentQueueTechnicianContact
Sends a message to related person of all technicians of parent-queue (4 grades) of current queue from related call depending on role and call-state-level.


Use case:

  • With the ability to define queues with a hierarchical structure it is possible to define organizations structure.
  • The hierarchical queues can be used to escalate calls to different hierarchical levels of an organization.

Available fields: CallDetail:The following fields can be used in a CallDetail as read only fields:

Field Name
Field Description
ParentQueueSP
Short name of the parent-queue of the current queue on provider side.
ParentQueueSC
Short name of the parent-queue of the current queue on customer side.
ParParentQueueSP
Short name of the parent-queue (2 grades) of the current queue on provider side.
ParParentQueueSC
Short name of the parent-queue (2 grades) of the current queue on customer side.
ParParParentQueueSC
Short name of the parent-queue (3 grades) of the current queue on customer side.
ParParParentQueueSP
Short name of the parent-queue (3 grades) of the current queue on provider side.
ParParParParentQueueSP
Short name of the parent-queue (4 grades) of the current queue on provider side.
ParParParParentQueueSC
Short name of the parent-queue (4 grades) of the current queue on customer side.

Each field used inside of a CallDetail has the following options: Label, SeqNr, MaxLength, HasDetailButton, IsGroupHeader and IsDisplayField.

CallTracking: The following fields can be used in a CallTracking list.

Field Name
Field Description
ParentQueueSC
Short name of the parent-queue of the current queue on customer side.
ParentQueueSP
Short name of the parent-queue of the current queue on provider side.
ParentQueueSPName
Name of the parent-queue of the current queue on provider side.
ParentQueueSCName
Name of the parent-queue of the current queue on customer side.
ParentQueueSPNames
Short name and name of the parent-queue of the current queue on provider side.
ParentQueueSCNames
Short name and name of the parent-queue of the current queue on customer side.
ParParentQueueSP
Short name of the parent-queue (2 grades) of the current queue on provider side.
ParParentQueueSC
Short name of the parent-queue (2 grades) of the current queue on customer side.
ParParentQueueSCName
Name of the parent-queue (2 grades) of the current queue on customer side.
ParParentQueueSPName
Name of the parent-queue (2 grades) of the current queue on provider side.
ParParentQueueSCNames
Short name and name of the (2 grades) parent-queue of the customer queue on customer side.
ParParentQueueSPNames
Short name and name of the (2 grades) parent-queue of the current queue on provider side.
ParParParentQueueSP
Short name of the parent-queue (3 grades) of the current queue on provider side.
ParParParentQueueSC
Short name of the parent-queue (3 grades) of the current queue on customer side.
ParParParentQueueSPName
Name of the parent-queue (3 grades) of the current queue on provider side.
ParParParentQueueSCName
Name of the parent-queue (3 grades) of the current queue on customer side.
ParParParentQueueSPNames
Short name and name of the parent-queue (3 grades) of the current queue on provider side.
ParParParentQueueSCNames
Short name and name of the parent-queue (3 grades) of the current queue on customer side.
ParParParParentQueueSP
Short name of the parent-queue (4 grades) of the current queue on provider side.
ParParParParentQueueSC
Short name of the parent-queue (4 grades) of the current queue on customer side.
ParParParParentQueueSPName
Name of the parent-queue (4 grades) of the current queue on provider side.
ParParParParentQueueSCName
Name of the parent-queue (4 grades) of the current queue on customer side.
ParParParParentQueueSCNames
Short name and name of the parent-queue (4 grades) of the current queue on customer side.
ParParParParentQueueSPNames
Short name and name of the parent-queue (4 grades) of the current queue on provider side.

Each field used inside of a CallDetail has the following options: Label, SeqNr, DefaultValue, HasReference, GroupBy, IsReadOnly and IsDisplayField.

SD.DataBroker

SD.DataBroker

All uploads are listed under the upload functions inside of the SD.DataBroker. With the new release, an additional option has been added to the UploadJob master data. All files which have been uploaded can directly be downloaded from an UploadJob record master data. All files which where uploaded can be downloaded regardless, if the upload was performed successfully or not.

Usage:
Use the download function inside the master data of an upload.

Therefore, select an upload from the upload list to see the master data of the UploadJob.

SD.bridge

CallOpen by contract independent devices

Currently SD.bridge communications can only search for devices which are referenced to the used ContractElement. With the new release an additional behavior can be used to link a device which is assigned to another ContractElement. This results in that devices can be used independently of their ContractElements.

Use case:
Use CMDB for all service processes - more flexibility in call transactions.

New template type Include Templates

With the new release, new include templates will help to simplify the template administration. Till version 4.9, sub templates could only be defined inside of every (main) template but not be used over a reference by other (main) template. With the new Include template it is possible to embed include templates into many main templates.
SD ReleaseNotes V4 9-002.png

Multiple used code can be combined into include templates and makes it easier to manage and administrate on a single point only. This reduces the complexity of templates. The function Show referenced Include Templates lists all templates, that use the selected include template.

With the introduction of the include templates, all existing templates are set as main templates. The existing sub templates functionality stays unaffected.

Usage: Define an Include Template:
To create a new include template, follow these steps:

Step 1: Choose BasicData > MessageRules > All templates > Create a new template.  Create a new template (or Copy Template).

Step 2: Set the ContentType to INCL (include), which defines the new created template as include template.

Step 3: Edit the include template as used to work with (main) templates.

Reference include-templates to main templates:

  • Before an include template can be used inside of a main template it has to be created first.
  • Select at the Show referenced MainTemplates or Show referenced MainTemplates function inside of the include/main template to assign an include template to a main template.
  • After the include-template was referenced, it can be used inside of the main template.

How to use an include template:
How to define a parameter inside of an include template:

<xsl:param name="My_Parameter" />

How to embed an include template into a main template:

<xsl:call-template name="My_Include-Template">
</xsl:call-template>

How to hand over parameters from a main template:

<xsl:with-param name="Parameter_name_of the include tempalte"> Content of the parameter </xsl:with-param>

Finding templates using the selected include templates:
By selecting an include template:

            Click on the Show referenced IncludeTemplates function to receive a list with all templates where the selected include template is referenced.

By selecting a main template:

           Click on the Show referenced IncludeTemplates function to receive a list with all include templates used by the currently selected main template.

Conditions:

  • A main template can use more than one include template.
  • An include template can be used in more than one main template.
  • New include templates can be created and used in inbound and outbound templates.
  • To prevent loops, include templates cannot be used inside of another include.
  • Include templates cannot be used without a main template.
  • Include templates can only be used inside of one company.
  • And so include templates are not shown at the view button.
  • Sub template functionally is also given inside of include templates.

Use case:
Simple administration ­ once include template is updated, many main templates can be effected. For example, Mail signature.
Reuse of the same code. The include templates can be used multiple times in every template.

Example: This short example shows, how an include template is used inside of a main template.

Main Template:

SD ReleaseNotes V4 9-005.png


Include Template:

SD ReleaseNotes V4 9-006.png


Result:

 Here ends the first part of the Main-Template.
This is the parameter for my Incluce-Template: HELLO WORLD.
End of the Main Template.


New outbound field: Amount of Attachments of a call

The existing field NoOfAttachments stores the number of attachments of a call. Addition to usage in CallDetail forms and CallTracking lists, the NoOfAttachements field can now also be used in outbound templates.

Usage:
Use the Add attribute function inside of a CallDetail or CallTracking setup, and add the field NoOfAttachments.
Template usage: outbound name NoOfAttachments.

Quick Log Number

With the QuickLog function, a link for instant login without user authentification which includes login name and password, can be automatically generated and sent to a person through MessageRules (for example, e-mail communication). Using the link, the receiver can use the QuickLog URL to login and see or edit the call according to the user rights of the defined QuickLog user.

This opens the possibility to give users quick access to a ticket as well as a restricted login possibility without having an own specific application user. This function can only be used to edit or review his call. Additionally, a timeframe for the validity of the quick login link can be defined.

Usage:

  • Generate an outbound communication (MessageRules).
  • Add a receiver to the communication.

          Select a QuickLogUser with the search button and define the user with the drop-down list Type.

          Delete a defined QuickLogUser with the Trash button.

  • Add the QuickLogNumber field into the template content (see the following example).
  • A QuickLogUser can be defined for every organization.

SD ReleaseNotes V4 9-003.png

Auto selection of the QuickLogUsers: When using the QuickLog function a user for login will be selected according to the following rules:

  1. The function looks, if a user is defined as QuickLogUser inside of the receiver definition.
  2. No QuickLogUser defined receiver type will be used.
  3. No Receiver type the QuickLogUser of the organization will be used.
  4. No QuickLogUser is found no QuickLog number will be generated.

Duration of validity: Per default a QuickLogNumber has unlimited validity. To set a time limit, edit the user and add the time (in minutes) for the duration the link should work into using the QuickLogNumberValidityMinutes field.

Fields supporting the new QuickLog function:

Field Label Description
UserDetail:
QuickLogNumberValidityMinutes

Defines how long a QuickLogNumber should work after its creation. Enter the time in minutes.
UserList:
QuickLogNumberValidityMinutes

Shows the entered validity time of the QuickLog URL in minutes.
OrganisationDetail:
QuickLogUserNames

Use the search button to select the default QuickLog user of an organization.
OrganizationList:
QuickLogUserNames

Shows the name of the assigned QuickLogUser.

Conditions / Restrictions:

  • Only the specified call can be edited or displayed through the QuickLog function.
  • Only the functions of the CallDetail are available. The rest of the application is not available.
  • The QuickLog URL becomes invalid after the defined time is exceeded.
  • A selected QuickLogUser must have a valid login, password, and permission group.

Example (outbound template): The login URL is generated by combining the application link and the QuickLogNumber (performed through a template).

https://sdcall.solvedirect.com/pages/sdcall/LoginAction.jsp?action=QuickLog&;QuickLogNr
=<xsl:value-of select="QuickLogNumber" />

Output result:

 https://sdcall.solvedirect.com/pages/sdcall/LoginAction.jsp?action=QuickLog&;QuickLogNr=1830032171117545760184922420235024 

Use case: The QuickLog allows to involve (end) users having a restricted login possibility. This is an effective approach to integrate especially a large amount of users, which are seldom involved in calls as well as for users, who want to access a call directly through a given link.

Also users having no login can have access to single calls. This means no registrated users can work or read calls using the QuickLogNumber.

Template history function for the XSL Editor

The history function of the XSL editor adds every time a template is saved, a history record of the template. This function helps to get an overview of how a template has delveloped in the current version.

Templates can be compared by different options as follows:

  • Deleted code will be marked red, inserted code will be marked yellow.
  • Different by Character.
  • Different by words.
  • Different by lines.

Usage:
After a template was saved the second time, a new button at the XSL editor will appear.
Use the Show history function to see all performed changes of a template.
Three options can be performed in the history:

  • (cur) - will compare the selected template with the current template.
  • (last) - will compare the selected template with the last (previous) template.
  • (undo) - will activate the selected template as current template. This will save the selected as current template version.

Use Case:
Generate a template history
Effective testing of different template versions (easy switch between different versions of a template)

SD.cockpit

Introducing Dashboard

With the Spring Release'08 Cisco ServiceGrid introduces Dashboard to all users of SD.cockpit.

SD ReleaseNotes V4 9-004.png

Dashboards give a fast overview of the current situation. A set of reports, lists, URLs and attachments (CockpitElements) will be shown combined on one screen. With a click on one of the Dashboard fields cockpit users can go directly to the selected element.

Dashboards can be defined for every CockpitGroup of a cockpit and will be automatically shown when a CockpitGroup was selected.

Customizing of a Dashboard:

  • Dashboards can be defined for every (sub) CockpitGroup.
  • The dashboard settings are defined at the master data of a CockpitGroup.
  • Use the master data fields to define a Dashboard.
Label
Description
DisplayDashboard
The flag activates or deactivates the dashboard.
NrOfColumnsInDashboard

Set the amount of Dashboard fields shown in one row:

minimum is 1
maximum is 4
empty = 2(default)

Title
Title of the dashboard.
SubTitle
Subtitle of the dashboard.
Description
Description of the dashboard.
ColumnWidth (px)
Defines the width of a column in pixels (static). Empty value makes the column width dynamic.
RowHeight (px)
Defines the row height in pixels (static). Empty value makes the row high dynamic.

Define which CockpitElement should be used by the dashboard functionality by editing the CockpitElement master data with the set of the IsPartOfDashboard flag.
The sequence number of the CockpitElement will be used for its positioning in the Dashboard.

Usage:
A click on the CockpitGroup (tab bar) will open the CockpitGroup. In case an active dashboard is defined, it will be shown in the main frame.
A click on a dashboard will open the selected CockpitElement (except attachments) in the content frame.
A click on a dashboard filled with attachments, will handle the selected attachment according to your browser settings (download or view inside of the dashboard field).
The dashboard can be refreshed by using the Update link on the top right of the Dashboard.

Conditions:

  • One Dashboard per (sub) CockpitGroup can be defined.
  • All ContractElements can be used for the dashboard view.
  • If more CockpitElements are assigned to the dashboard than defined at NrOfColumnsInDashboard, a new row will be added to the dashboard.
  • If less CockpitElements are assigned to the dashboard than defined at CockpitGroup master data, the space will be adjusted to the lower number.
  • Reports will be shown in reduced form to fit inside of a Dashboard field.
  • URL can be shown as link or be embedded inside of the Dashboard field by selecting the OpenInSameWindow flag.

NOTE: External pages and their content may cause security issues.

  • All URLs which are activated for the Dashboard and have not set the OpenInSameWindow flag will be combined to one Dashboard field.

Use case:

  • Important KPIs, reports and lists can be displayed on one single screen and help to get a fast overview of the service management organization.
  • Faster access to the most important elements of a CockpitGroup.

Performance

CockpitElements can become very large and detailed, and might take a while to be displayed on the screen. In most cases, an archived version might fulfill the same requirements as the live data. Therefore it is possible to define if CockpitElements should be shown with archived data. The archive data will be generated by a scheduler. The use of archive data for a CockpitElement is defined on PermissionGroups.

Usage:

  • The use of archive data is defined under: SD.cockpit > Setup > Select a CockpitGroup > View Permission.
  • Select the checkbox for ViewArchiveOnly of the selected permission groups and press the Submit button to save the changes.
  • Create a scheduler for the reports of the CockpitGroup.

Conditions:
A scheduler for the lists or reports has to be defined.
Reports and links, which should use archive data and have no scheduler providing the data, will not be shown by the online interface.

Use case:
Often used reports and lists are generated by a scheduler and saved into the archive. The user will see the archived version of the report or list, which results in a faster display of the selected CockpitElement.

Changes / Bugfixes

Inventory History

The filter flag C is used in the device-history-view to filter changed values. In the previous release, the values entered did not show the expected results as well as, the flags got lost after the GO button was used.

Usage:

  • If all C flags are deselected (default), all changes will be shown.
  • If one C flags is selected, all history rows, which fulfill this condition, will be shown.
  • If some C flags are selected, all history rows, which fulfill all conditions, will be shown.
  • If the GO button was pressed, the set flags, will be taken into the shown device lists.
  • Devices without changes, will be shown on a single row.
  • Devices with changes will have additional rows, every of the updated rows, will have little arrows on the start of the row pointing to the belonging main row (starting with a single triangle).

Call upload with extended fields

The call upload function got updated, this eliminates problems, which could occur, when calls with extended fields were uploaded.

Standard Setup updates

Cisco ServiceGrid provides standard setups for common usage. These setups (lists and details) have been updated with the new release.

Standard setups which are commonly maintained by Cisco ServiceGrid for all customer.

Setup Choice will not list Cockpit setups

Previously, setups which were assigned only for cockpit use were also shown under setup choice. This enlarged the setup choice list. With the release 4.9, the setup choice will no longer list setups with the usage Cockpit. Only setups with the options Standard and both will be listed.

This reduces the setup list and makes the setup choice better and easier to administrate.

Cockpit setups only shown inside of the Cockpit

The setup choice will no longer list setups with the usage Cockpit. Only setups with the options Standard and both will be listed.

Enlarged field size for E-mail fields

Previously, an e-mail field could hold email addresses with up to 50 characters. With the new release, all e-mail fields can now hold longer email addresses with up to 200 characters.

Extended information of the attachment field

The Attachment field used in the CallDetail forms shows more information about the uploaded attachment.

This affects all existing customers who are using the attachment field. The date and time of the upload as well as the first name and last name of the creator are added to the already existing information about the filename and size.

New structure:

<filename> (<filesize>), <timestamp>, <editorlastname>, <editorfirstname>

Example:
samplescreenshot.jpg (244 KB), 2008-04-16 09:40, Lastname, Firstname.

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.


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