ServiceGrid Article - Cisco ServiceGrid Release Notes V5.0

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Contents

Overview

This release notes describes the new functions of the ServiceGrid applications introduced in the Winter 2008 Release Version 5.0 which was available since Sunday afternoon 14th of December 2008.

Summary

SD.survey
Evaluate your service quality with the new module SD.survey.
Graphic controls
Use the extended graphic controls to improve your reports inside SD.cockpit.
Graphical dispatching
Dispatch your technicians through drag and drop and the new technician calendar.
Usability improvements
Various improvements have been made to enhance the usage and administration.
Graphical display of call relations
Display your parent/child and master/slave calls through graphical trees.
Advanced SLA next business day options
Define different recovery end times for each and every day.
Email Editor
Write HTML emails directly from the CallDetail without the need to know HTML.
SMS groups
Define own SMS groups and assign them as receivers of MessageRules.
Popup calendar
Enter quick date and time by using the new popup calendar.
New standard style sheet
The Cisco ServiceGrid standard appearance becomes a new outfit.

SD.ServiceManager

SD.call

New email editor

With the new release, it becomes easier for workflow users to send HTML based emails. The new editor allows users without HTML skills to send formatted emails directly from the CallDetail.

SD ReleaseNotes V5 0-001-04092359.png

Use case:

  • Send formatted messages without the need for HTML skills.
  • Format email content and integrate graphics and tables by using a full featured editor.
  • Integrate graphics easily to your emails.

Conditions:

  • The editor is used through the Send button inside the CallDetail and inside SD.survey.
  • Graphics are linked, not attached to a message.
  • The new editor will only be shown if an HTML based message is edited or created. Message sent as plain text will use the normal editor.

How to use:

To use the new email editor, follow these steps:

Step 1: Click Send inside the CallDetail.

Step 2: Select an HTML template or use the option Create new mail as HTML text (This will create an empty HTML email).

Step 3: Use the option Create new mail as plain text or leave the selection empty to create a message as plain text (This will create a plain text empty email).

SD ReleaseNotes V5 0-002-04092412.png

The new editor will be automatically shown if an HTML template is selected.
All used graphics are linked and are not attached to the email.

Functions of the new editor:

The new editor offers most functions known from standard word processing applications.

SD ReleaseNotes V5 0-003-04092442.jpg

SD ReleaseNotes V5 0-004-04092502.jpg


Select sender email address for manual emails

With the new release, the helpdesk agent has the possibility to define which sender's email address should be shown when a manual mail is sent from the call.

SD ReleaseNotes V5 0-005-04092514.png

Use case:
Send emails from the call using different sender addresses.

Setup:

  • The organization sender email is maintained inside the master data of each organization. Enter an email in the EMFrom field to make it appear as Sender.
  • In case the logged user has an email address defined, it will be shown for selection as well.
  • If no EMFrom email is found for the organizations and no email of the logged user has been defined no option will be shown.

MailGroups for manual email

The new release brings the mail group functionality to the send mail function (manual mail) of the CallDetail.

Use case:
Send emails to groups directly from the CallDetail.

Conditions:

  • Only MailGroups assigned to the company of the call can be used during the call handling as receiver group.
  • Only MailGroups with at least one member will be shown when searched for inside the CallDetail.
  • The choice of select table mail groups is only determined by the root company assignment. Determined organizations are used for automatic reselection inside the call.
  • The receiver selection of single users plus mail groups is possible.
  • If a receiver was selected several times through MailGroup and through receivers, only an email will be sent.
  • The available template choices are not combined with the MailGroups.
  • One or many MailGroup can be used per message as receivers, but can be combined with Additional receivers and Receivers.

Usage:

Before MailGroups can be used, they need to be generated and assigned to organizations first.

To use MailGroups for manual email, follow these steps:

Step 1: Click Send and select a mail template.

Step 2: Select the receivers.

Step 3: Click search of the MailGroups field to search and select a MailGroup.

SD ReleaseNotes V5 0-006-04092541.png

Step 4: Choose a MailGroup from the provided MailGroups list.

SD ReleaseNotes V5 0-007-04092550.png


Setup:
A MailGroup can be used inside the call detail (SD.call) when it is assigned to the same and holds at least one user.
Therefore, open the organization folder inside BasicData> MyCompany > Organizations of the required organization and select the new function MailGroups for assumption.

SD ReleaseNotes V5 0-008-04092601.png

Use the Change MailGroups function to assign changes to the MailGroups.

SD ReleaseNotes V5 0-009-04092616.png

Use different ParentChild setups for each CallDetail

With the new release, it is possible to use different ParentChild setups to each CallDetail.

Use case:
Assign differentiated and optimized ParentChild setups for each step of the workflow.

Usage:
Create at least one ParentChild setup and assign it to all required permission groups.
Edit a CallDetail setup and select the required ParentChild setup.


SD ReleaseNotes V5 0-011-V-04092737.jpg


Next or previous call navigation

With the new CallScrollButtons, it is possible to switch between calls directly from inside the CallDetail without the need to switch back to the CallTracking list.

Use case:
Fast switching between calls without using the CallTracking list.

SD ReleaseNotes V5 0-010-04092749.png

Usage:

  • Click on one of the CallScroll buttons to navigate between the previous and next calls.
  • The previous or next call will be selected according to the last active CallTracking list.

Setup:
Edit the CallDetail master data and activate the CallScrollButton to activate the call navigation.

SD ReleaseNotes V5 0-011-04092802.png


SD.inventory

URLs for locations

With the new release, it is possible to define up to eight URLs for each inventory. The new field can be used inside SD.inventory, inside CallTracking lists, CallDetail, and inside outbound communications.

Label
InternalFieldName
TableView
UBCL
UBCD
UBOT
UBIT
LocationURL
/SD.call/Locations/URL
Calls
Y
Y
Y
N
LocationURLName
/SD.call/Locations/URLName
Calls
Y
Y
Y
N
LocationURL2
/SD.call/Locations/URL2
Calls
Y
Y
Y
N
LocationURLName2
/SD.call/Locations/URLName2
Calls
Y
Y
Y
N
LocationURL3
/SD.call/Locations/URL3
Calls
Y
Y
Y
N
LocationURLName3
/SD.call/Locations/URLName3
Calls
Y
Y
Y
N
LocationURL4
/SD.call/Locations/URL4
Calls
Y
Y
Y
N
LocationURLName4
/SD.call/Locations/URLName4
Calls
Y
Y
Y
N
LocationURL5
/SD.call/Locations/URL5
Calls
Y
Y
Y
N
LocationURLName5
/SD.call/Locations/URLName5
Calls
Y
Y
Y
N
LocationURL6
/SD.call/Locations/URL6
Calls
Y
Y
Y
N
LocationURLName6
/SD.call/Locations/URLName6
Calls
Y
Y
Y
N
LocationURL7
/SD.call/Locations/URL7
Calls
Y
Y
Y
N
LocationURLName7
/SD.call/Locations/URLName7
Calls
Y
Y
Y
N
LocationURL8
/SD.call/Locations/URL8
Calls
Y
Y
Y
N
LocationURLName8
/SD.call/Locations/URLName8
Calls
Y
Y
Y
N
URL
/Locations/URL
Locations
N
N
N
N
URLName
/Locations/URLName
Locations
N
N
N
N
URL1
/Locations/URL1
Locations
N
N
N
N
URLName1
/Locations/URLName1
Locations
N
N
N
N
URL2
/Locations/URL2
Locations
N
N
N
N
URLName2
/Locations/URLName2
Locations
N
N
N
N
URL3
/Locations/URL3
Locations
N
N
N
N
URLName3
/Locations/URLName3
Locations
N
N
N
N
URL4
/Locations/URL4
Locations
N
N
N
N
URLName4
/Locations/URLName4
Locations
N
N
N
N
URL5
/Locations/URL5
Locations
N
N
N
N
URLName5
/Locations/URLName5
Locations
N
N
N
N
URL6
/Locations/URL6
Locations
N
N
N
N
URLName6
/Locations/URLName6
Locations
N
N
N
N
URL7
/Locations/URL7
Locations
N
N
N
N
URLName8
/Locations/URLName8
Locations
N
N
N
N


UBCL—Used By Call Lists, UBCD—Used By CallDetails, UBOT—Used By Outbound Templates, UBIT—Used By Inbound Templates

Multiple customizable template views

At the moment, only oneView button is available inside of every CallDetail setup. This view button can reference to one or more XSLT templates so that clicking the button returns the output of the XSLT transformation of the selected call.

Several view buttons can be added to the CallDetail (as CallDetail field) giving you nearly unlimited possibilities of using call data (intranet information about caller, map views, print view, and so on).

The same functionality will be given to the CallHistory setups, helping you to visualize calls historical data.

Use case:
Enhance your call handling by adding different functions into the CallDetail.
Following are some examples:

  • Display intranet information about a person.
  • Display the user/device location on maps using external functions.
  • Create different HTML forms for print outputs.

SD ReleaseNotes V5 0-012-04092819.jpg

Setup:

To setup multiple customizable template views, follow these steps:

Step 1: Add the field View to a CallDetail.
Step2: Edit its master data and select a template.
The field View can, as any other field, be added multiple times to a CallDetail.

Graphical dispatching - technician calendar

With the technician calendar, the dispatching functionality of the Cisco ServiceGrid receives a strong extension. The new technician calendar allows dispatching tasks (activities) through simple drag and drop.

Use case:

  • Intuitive dispatching of activities per drag and drop.
  • Optimized resource planning for technician dispatching.
  • Optimized technician dispatching.
  • Easy scheduling and rescheduling of technicians.
  • Simple work load overview of your technicians.

About the new graphical dispatching function:

The calendar is available to support the dispatcher in selecting the technician and creating activities assigned to the technician and the call.

The calendar is displayed in a separate window to provide an easy-to-use form for planning activities.

SD ReleaseNotes V5 0-013-04092947.png

Call detail and assigned calendar view:
The calendar is connected to the call and to the level of the call, thus giving a comprehensive overview of all technicians assigned to the current queue and their activities.
The dispatcher will use the calendar view to plan new activities or to reorganize existing activities.

Conditions:
The technician calendar is a separately licensed product of the Cisco ServiceGrid platform.

For more information, refer to the SD.Dispatching Technicians document.

SD.cube

SD.surveys - customer satisfaction

With version 5.0, Cisco ServiceGrid introduces a new module SD.surveys which is Cisco ServiceGrid's approach to measure customer satisfaction and is fully integrated to the Cisco ServiceGrid platform. SD.survey uses the call data of SD.call as base for its surveys.

SD ReleaseNotes V5 0-014-04093009.png

Use case:

  • Create your own surveys and send them to your users through defined criteria to evaluate the quality of your services.
  • Use the results for improving your service quality through constantly running surveys.
  • Distribute the survey results through SD.cockpit.

Functions:

The following are the various functions of SD.surveys:

  • Create surveys with individual questions and answers.
  • Interviewed persons can use a provided link (distributed through email) for direct access to a survey or be called by an interviewer (telephone).
  • Define open-ended and closed-ended questions for your surveys.
  • Distribute the survey to selected users by using automated selection functions (through setup list).
  • Send surveys automatically through email using the QuickLog function.
  • Define survey intervals
  • Send surveys to the following:

    Caller, contact persons, contact person of customer / provider organization, contact person of contract (customer / provider), and contact person of contract element (customer / provider),

Report the survey results through SD.survey or SD.cockpit.

How to use:
SD.surveys is a new complex module of the Cisco ServiceGrid platform and has to be separately licensed.

For information on how to use SD.survey, refer to the SD.Survey document.
SD.survey training
On 27th January 2009 we offered a workshop for the new SD.survey module.

For more information, visit our webpage www.cisco.com/go/servicegrid

SD.cockpit

Chart improvements

With the new release, the SD.cockpit gets further extended. Improvements have been made to the different chart types and the graphic controls.

SD ReleaseNotes V5 0-015-04093028.png


Improvements:
Response and recovery fields become an extra rule. They will be coloured green, yellow, and red.
Bar charts with the option "Percentage" will show the percentage range  0 - 100% in 10% steps. Prior absolute values were shown.

Graphic controls

With the release 4.9, graphic controls were introduced to SD.cockpit. They allow defining how the business graphics (of a grouped list setup) should be displayed.

With the new release, it is now possible to save the changes and to use the same settings for multiple setups.

SD ReleaseNotes V5 0-016-04093036.jpg



Use case:

  • The chart appearance can be defined and saved through graphic controls.
  • Use different chart types to customize your reports.
  • With the extended graphic controls, more different diagrams can be used.
  • Build advanced dashboards using different chart types.
  • Assign one graphic control setting to several reports for easy administration.

Usage:

To use the graphic controls, follow these steps:

Step 1: Define multiple graphic controls through BasicData> MyCompany> Setups> Graphic Controls.

Step 2: Assign one graphic control to multiple list setups and/or cockpit elements.

Step 3: The graphic controls can be shown by clicking GraphicControls.
Drag the GraphicControls tab if you want to move it to a different position.

For more information on graphic controls, refer to the SD.cockpit document.

SD.DataBroker

Upload: Multiple file upload and different file names

With the new release, a couple of extensions have been made to the upload process.

Use case:

  • Upload multiple files with one upload profile.
  • Use wildcard symbol "*" for more flexible file names.

SD ReleaseNotes V5 0-017-04093216.png


Usage:
The file name can be defined with the wildcard symbol "*" , allowing different file names.
In case the upload mail contains more than one file the files will be alphabetically uploaded.

Role definition for uploads

Until the new release, the system used the default role of a user for performing uploads.

A user can have both roles (customer / provider) at the same time.

Depending on the upload, it might be necessary to perform the upload in the different role than the default one. The new release now allows to perform uploads with the other role than the default role.

SD ReleaseNotes V5 0-018a-09080435.png

Usage:

  • The upload role can be defined at an upload profile or when uploading a file manually.
  • By default, the upload role will be set as the role of the logged in user.This is also valid for mail and online uploads.

Conditions:

  • The upload will always perform with the defined upload role of the upload profile.
  • If the upload role and user role does not match, the upload will be cancelled.
  • The upload role drop-down box is only shown if the logged user has both roles.

Automatic encoding selection for CSV download schedulers

Till version 5, the download scheduler inside the SD.DataBroker could only send CSV files using the UTF-8 standard. With the new release, the scheduler will take the encoding setting of the user, which created the scheduler.

Use case:
The encoding of ISO 8859-1 and ISO 8859-2 can be used instead of the UTF-8 standard when working with CSV based SD.DataBroker download schedulers.

Conditions:

  • The encoding will be taken only from the user settings when working with CSV files; the other file types (XML, XLS) will continue to use their encoding.
  • From the moment where the user changes his encoding settings, it becomes available to all his schedulers.
  • This automated encoding selection will only be performed when CSV based SD.DataBroker schedulers are created.

Usability

Combo boxes with automatic update

With the use of JavaScript, the Cisco ServiceGrid platform gained new behaviors for its existing functions. One is the automatic update of drop-down boxes inside the CallDetail.

SD ReleaseNotes V5 0-018-04093313.jpg

SD ReleaseNotes V5 0-019-04093319.jpg


Use case:
After a queue is selected, only the technicians of the selected group will be shown. Previously, the technician selection list was only updated after a call was saved and edited again.
This automated update of the technician selection list or categories makes the assignment of a technician more intuitive for the workflow users.

Usage:
Select a different queue (Level 1, 2, or 3) or category to perform an update of the technician field (Level 1, 2, or 3).

Conditions:
The automatic combo box update will be available by default to all Cisco ServiceGrid users.
The automatic update is only available if the CallSystem option SelectOnlyTechniciansFromQueue is set as "true".

Popup calendar for date entry

Till version 4.10, all time and date settings had to be performed through a keyboard entry.

SD ReleaseNotes V5 0-020-04093339.png


Use case:

  • The popup calendar offers a more convenient alternative to the existing date and time entry.
  • With a few simple mouse clicks, time and dates can be added to lists and details (forms).
  • Less faults when entering complex date formats.
  • Intuitive date entry for all users.

Functions:

The popup calendar shows holidays according to the assigned holiday calendars.

In case an individual date format is defined through the setup, the popup calendar will convert the selected value into the right format (according to the setup definition).
SD ReleaseNotes V5 0-021-04093352.png

Usage:
Click on the Calendar icon SD ReleaseNotes V5 0-022-04093402.jpg .
The popup calendar will appear.

SD ReleaseNotes V5 0-023-04093413.jpg


Date entry:

  • Select the wished date by clicking on a day of the listed month.
  • Use the inner two arrows to select the next (right) or previous (left) month.
  • Use the outer arrows to select the next (right) or previous (left) year.

Time entry:

  • Click on the hour to add one hour. To subtract an hour, press the Shift key simultaneously.
  • Click on the minutes to add an additional minute. To subtract a minute, additionally press the Shift key.

How to setup:
The popup calendar button SD ReleaseNotes V5 0-022-04093402.jpg is shown automatically once the Date or Time field is editable.
All existing setups with editable date and time fields will gain automatically the popup function. No additional setup tasks have to be performed.

Display call relations through graphics

The parent and child ability is one of the exciting functions of the Cisco ServiceGrid platform. It allows creating calls with relations to other calls.

It was sometimes hard to keep track of all call relations.With the new release, its now possible to visualize the call relations through graphical tree charts.
SD ReleaseNotes V5 0-024-04093430.png


Use case:

  • A new view allows displaying the call relations of parent / child and master / slave calls inside the call detail.
  • Promote the usage of related calls
  • Achieve better understanding of call relations by graphically visualizing the calls.
  • The graphical tree view allows fast navigation between the call relations.

Overview:

  • A graphical tree view will show the call relations.
  • Each related call will be shown as an own box and can be linked to the call related itself.
  • Arrows indicates which call is the child / slave call.
  • The content of the box shown for each call is defined through the ParentChild setup.
  • The new parent/child view can be accessed through ParentChild button inside the CallDetail and will be displayed in the right frame.
  • In addition to the graphical view, the table and tree views are available as well.

Setup:

Before the call relations can be graphically displayed, the following steps have to be performed:

Step 1: Create ParentChild setup with activated GraphicLink or DefaultView = graphic.

Step 2: Assign the ParentChild setup to the required permission groups.

Step 3: Assign the ParentChild setup to the CallDetails (through editing the CallDetail master data).
SD ReleaseNotes V5 0-025-04093443.png


Option
Description
GraphicLink
Activates the Graphic function, allowing to switch to the graphical view.
ListLink
Activates the List function, allowing to switch to the list view.
DefaultView
Defines which view option of the list should be the default.
List
Will display the call relations as list (with filter fields) .
Tree
Will display the call relations as tree (with filter fields).
Graphic
Will display the call relations as graphic (new).
Table
Will display the call relations as HTML table (no filter fields).


CallTracking list:

  • An extra field for displaying the call relations in a new window / tab of the browser can be given to CallTracking lists.
  • This linked field will display the call relations and provides a convenient way to print the relation.
  • The relations displayed in a new window / tab are only for display and cannot be used for navigation between the related calls.

New standard style sheet for the Cisco ServiceGrid application

With version 5, Cisco ServiceGrid becomes a new appearance. A new standard style sheet is introduced for ServiceDesk SD² and SD.cube. The new style sheet will replace the previous version of "SDStandard" and becomes available to all Cisco ServiceGrid customers using the standard or default style sheet (null).

Conditions:

  • All users of the SDstandard or default (null) as well as the newly created users get the new SDStandard style sheet as their new style sheet.
  • All existing users using the old version of SDStandard will automatically change to the new style sheet.
  • The previous standard style sheet remains available under the name SDClassic.

SD ReleaseNotes V5 0-026-04093456.png


How to change a style sheet:
Use the MyAccount button and choose from the StyleSheet drop-down list one of the nine provided style sheets.
To be able to change the style sheet, the logged in user needs to have permission for the MyAccount function.

Multisessions

Previously, if a user had to login more than once with the same computer, the user had to use different internet browsers for each needed session. The new multisession function allows him to use the same.

Use case:
Use several sessions for a faster administration of the application.

Conditions:
The multisession function is an additional feature which has to be separately licensed.
One user can use up to six sessions inside one browser.
When a user opens an additional session and logs out, it will not affect the other sessions.

Usage:
Click on one of the session icons located on top of the window to open a new session.

SD ReleaseNotes V5 0-027-04093505.jpg


Setup:

  • The administrator can allow the multisession functionality for each permission group differently.
  • Each session can be switched on or off per permission group.
  • Up to five session icons can be provided to each permission group.

SD ReleaseNotes V5 0-028-04093519.png


Usability MyCompany > Setup

Several improvements have been made to improve the usability for administrating the Cisco ServiceGrid application.

Setup editor

Several updates to the setup editor will help the administrators perform their regular tasks.

Field list option "Has default value"

The setup editor becomes an additional column which makes it very convenient to view which fields hold default values.

SD ReleaseNotes V5 0-029-04093536.jpg

Use case:
Find set default values inside setup lists and details faster.

Usage:
The new field DW (Has default value) indicates if a default value (lists: filter value, details: value) is set for a field.
This helps to discover how a list or device works.

Group by column

If the group by function is switched off for a list setup (through its master data), the "group by" column (GRPB) will not be shown.

Setup lists

  • The main setup list has more logical structure. It now starts with the name and short name of a setup.
  • It lists all setups of the selected company including the setups of the CallSystems.
  • The column "CallSystem" indicates to which CallSystem a setup belongs. In case a setup is not part of a CallSystem the column remains empty.
  • Additionally the wildcard "%" symbol is added when a search is performed with the setup list.
  • The wildcard "%" symbols are added to all setup lists of the application.

SD ReleaseNotes V5 0-030-04093549.png

SD.bridge

Number of child calls outbound able

The field NoOfChildCalls is outbound able.

The following is a part of an outbound template:

<xsl:for-each select="/SD.call/Children/ID">
Child: <xsl:value-of select="."></xsl:value-of>
</xsl:for-each>

SMSGroups for communications

With the new release, it is possible to define individual SMS groups. Those individual SMS groups can be used by the MessageRules to send SMS to all its members.

Use case:
Previously, to send SMS notifications to several receivers, each receiver had to be assigned directly to the communication; this made the administration complicated.
Currently, SMS groups make it easier to administrate groups of SMS receivers.

Usage:
Use the new function All SMSGroups, available inside the MessageRules tab, to create and administrate the new SMS list functions.
All SMS Groups is used to create and administrate SMS lists.

SD ReleaseNotes V5 0-031-04093603.png

Create a new SMSGroup:

To create a new SMSGroup, follow these steps:

Step 1: Select the AllSMSGroups function inside the MessageRules.
Step 2: Select the Create a new SMSGroup function to create a new SMSGroup. (Click on an existing SMSGroup to view and edit its data.)

SD ReleaseNotes V5 0-032-04093615.jpg


An SMSGroup is defined by three fields as follows:

  • Company
  • ShortName
  • Name

SD ReleaseNotes V5 0-033-04093631.jpg


Use the upload and download functions for mass data handling of SMSGroups.
Use the upload function to upload users SMS groups.

Assign users to an SMS group:

  • Select an SMS group to view its master data.


SD ReleaseNotes V5 0-034-04093648.jpg


  • Click Display Members to view all assigned users.
  • Use the Assign Users function to assign users from the Cisco ServiceGrid platform.


SD ReleaseNotes V5 0-035-04093659.jpg


  • Only users defined thorugh BasicData > Users with a mobile telephone number can be assigned to SMS groups.
  • Use the check box in front of the user to select or deselect the user from the MailGroup.

SD ReleaseNotes V5 0-036-04093717.jpg


Assign mail group to a SMS outbound communication:

To create or edit an SMS outbound communication, follow these steps:

Step 1: Click Add new receiver.
Step 2: Choose FixSMSGroup-SMS from SD from the Type drop down box.
Step 3: Select the SMSGroup through the Search button.

SD ReleaseNotes V5 0-038-04093744.png

More inbound fields for devices

The following device fields are now inbound able and can be used through inbound communications:

Label
Description
Outbound field name
SerNrProv
The SerNrProv of the device in the SD.inventory.
SD.inventory
UID
The UID of the device in the SD.inventory.
Devices.UID
HostName
The HostName of the device in the SD.inventory.
Devices.HostName
IPAddress
The IPAddress of the device in the SD.inventory.
Devices.IPAddress
MACAddress
The MACAddress of the device in the SD.inventory.
Devices.MACAddress


Remarks:
Devices' information received through inbound communication will create a reference to the existing devices of SD.inventory.
The content of the inbound communication will only update the device information stored inside the call. The devices' data stored inside SD.inventory is not updated.

An example of an excerpt from an inbound template is as follows:


<devices.sernrprov>963852741</devices.sernrprov>
<devices.uid>123789456</devices.uid>
<devices.hostname>devicehost.at</devices.hostname>
<devices.ipaddress>192.148.100.081</devices.ipaddress>
<devices.macaddress>08:00:20:ae:fd:36</devices.macaddress>



Updates

UNSPSC code update to V11.0501

With the new version 5.0, the UNSPSC codes are updated to the current UNSPSC version 11.0501. The current version consists of more than 42,000 terms.

What is UNSPC?
UNSPC is the acronym for the "United Nations Standard Products and Services Code". It is a coding system to classify products and services for use throughout the global ecommerce marketplace.
It is an open, global, multi-sector standard for efficient, accurate classification of products and services.

Image-SD ReleaseNotes V5 0-03-V-04093945.jpg



Usage:
UNSPSC numbers can be used as categorization for device types inside the SD.inventory module.
Additionally, the UNSPSC code can be used for device reporting inside SD.cockpit.

Changes

Advanced next business day SLA calculation

The next business day SLA calculation calculates additional rules, allowing more flexible recovery times.

The new behaviour will be activated if no "RecoveryUntilTime" is given - the end time of the "SLA/Servicehours" table will be used.

SD ReleaseNotes V5 0-039-04094010.png


Use case:
Currently it is possible to define different recovery end times depending on the day when the recovery time ends.

The new calculation behaviour:
Behaviour 1:
If no "RecoveryUntilTime" (call recovery until) and "CallUntilTime" (call open until) are defined, the system will take the end-of-service time from the day of recovery.

SD ReleaseNotes V5 0-040-04094026.jpg

SD ReleaseNotes V5 0-041-04094045.jpg

Results 1:

CallOpen day
CallOpen time
Recovery day
Recovery time
Monday
13:59
Wednesday
22:00
Monday
14:03
Thursday
20:00
Tuesday
13:59
Thursday
20:00
Tuesday
14:03
Friday
15:00
Wednesday
14:03
Monday
20:00
Thursday
13:59
Monday
20:00
Thursday
14:03
Tuesday
20:00
Friday
13:59
Tuesday
20:00
Friday
14:03
Wednesday
22:00
Saturday
13:59
Wednesday
22:00
Sunday
13:59
Wednesday
22:00
Sunday
14:03
Wednesday
22:00


Behaviour 2:
If no "RecoveryUntilTime" (call recovery) but "CallUntilTime" (call open until) is defined, the system will take the end-of-service time from the day of recovery.

SD ReleaseNotes V5 0-042-04094053.jpg

SD ReleaseNotes V5 0-043-04094110.jpg

Results 2:

CallOpen day
CallOpen time
Recovery day
Recovery time
Monday
13:59
Wednesday
22:00
Monday
14:03
Thursday
20:00
Tuesday
13:59
Thursday
20:00
Tuesday
14:03
Friday
15:00
Wednesday
13:59
Friday
15:00
Wednesday
14:03
Monday
20:00
Thursday
13:59
Monday
20:00
Thursday
14:03
Tuesday
20:00
Friday
13:59
Tuesday
20:00
Friday
14:03
Wednesday
22:00
Saturday
13:59
Wednesday
22:00
Saturday
14:03
Wednesday
22:00
Sunday
13:59
Wednesday
22:00
Sunday
14:03
Wednesday
22:00


Report email content with new order

Previously, when working with SD.report or SD.cockpit report schedulers and individual email content, the email content was placed after the line with the filenames of all the attached elements. This order has been changed with the new release. The email content will now be shown before the name of the attached files.

View (CallDetail) shows all attachments

Currently, when using the View button inside the CallDetail, only the current attachments will be shown. Files which have been attached in a previous step (call history) of the workflow will not be shown.

With the new option, it is now possible to see all attachments of a call, regardless of whether they are the current attachments.

Attachment handling

Usage:
A new control flag controls the attachment handling for outbound templates.
This new flag/attribute enables the user to choose from the same options that are available in outbound communications (Current/Unsent/All/None) for this specific template.
The following options will be available in outbound templates for the chosen option (C/U/A/N):

  • /SD.call/Attachments[]/ID
  • /SD.call/Attachments[]/Description
  • /SD.call/Attachments[]/FileName
  • /SD.call/Attachments[]/FileSizeKB
  • /SD.call/Attachments[]/FilePath
  • /SD.call/Attachments[]/cal_id
  • /SD.call/Attachments[]/SeqNr

Conditions:

  • If there is a different setting within the template (using the flag/attribute) than in the communication that uses the template, the setting of the template is used, overruling the communication settings.
  • The default value (outbound communication) for attachments is set to "current".
  • If a mail or soap communication is triggered, the communication option "All" can be chosen, allowing to send all attachments.
  • The attachment handling of the mail bridge remains untouched.

Documentation

With the new release, the following new documentations are available:

Application documentations:

  • SD.cockpit
  • SD.Dispatching
  • SD.survey

Release Notes
Winter Release V5.0

The new documents are published on Cisco ServiceGrid webpage (Download section) or through the Cisco ServiceGrid help page, accessed through the Help button.

SD.cockpit V5.0

SD.cockpit is a comprehensive report module providing customizable views on internal and external data and information. The document describes the functions available for cockpit users and cockpit administrators in detail.

For more information, refer to the SD.Cockpit document.

SD.Dispatching Technicians V5.0

SD.Dispatching Technicians is a collection of functions to delegate and escalate service calls to queues and technicians. As an option, activities can be used to document tasks for technicians. Additionally, a calendar based planning function for activities is provided. The document gives an overview on dispatching use cases and describes all available functions and all administration and customizing tasks.

For more information, refer to the SD.Dispatching Technicians document.

SD.survey V5.0

SD.survey is a comprehensive survey module providing customizable surveys and survey reports. The document describes the functions available for SD.cockpit users and administrators in detail.

For more information, refer to the SD.Survey document.


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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