ServiceGrid Article - Cisco ServiceGrid Release Notes V5.1

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Contents

Overview

This article describes the new functions of the ServiceGrid application as per the Spring 2009 Release Version 5.1. The following are covered in this article:

  • Outlines new functions and modules with a brief description on how the new functions are implemented, managed and used.
  • Describes the benefits of new functions through use cases.
  • Provides informations on how existing functions are extended or changed.
  • Provides the details on bug fixes that are implemented.
  • Provides the details on new or updated application documentation.

New Functions in this release

New functions are introducted in this Spring 2009 Release Version 5.1 on May 10, 2009 to all customers using the ServiceGrid main infrastructure (sdcall.solvedirect.com).

All customers running ServiceGrid in inhouse infrastructure or a ServiceGrid partner infrastruture have different release dates. The updated dates are available after the update of ServiceGrid platform. Please contact your implementation partner for the date.

Availability and licensing of new functions and modules

  • All new functions and modules are installed on the platforms with this update.
  • New functions and modules which are part of the general update will become available to all customers of that platform.
    • Some functions are automatically available to all users.
    • Some functions or modules have to configured or activated first
  • Some of the new functions and modules should be separately licensed before they can be used in their own customized system.

Summary

The summary gives you a brief outlook of the new functions introduced in this release.

  • ServiceDesk SD2
    • Edit CI's using CallDetail
    • New filter values for lists
    • New options for CallDetails
    • New display options for CallTracking lists
    • Automatic setup selection
    • Send SMS using CallDetail
  • Usability Improvements
    • Cross setup field editor
    • Upload and download of setups and fields
  • SD.bridge
    • Text to XML Converter
    • Inbound Post-Processing
  • SD.cube
    • CallTracking using RSS Feed
    • CMDB Synchronizing

ServiceDesk SD2

SD.Call (CallTracking List)

Define content length [characters] of call tracking list fields

With the new release, it is possible to define how many characters of a field should be shown in a CallTracking list.

Use case:

  • Define for each CallTracking field to shown only the first "X" characters.
  • This helps to customized lists even further to your needs.

Usage:

  • Edit a CallTracking field and use the new option "DLght"(Display length).
  • Enter the amount of characters which should be shown.

SD ReleaseNotes V5 1-001-02142404.jpg


Behavior:

  • Once the new filter "DisplayLenght" is set, only the first "x" characters of a field will be shown. The default value for text fields is 50 characters.
  • If the column header (label) is longer than the displayed content, the column width will be shown according to the header length.


Example:
SD ReleaseNotes V5 1-002-02142423.jpg

Define column width [pixel] of call tracking list fields

With the new release, it is possible to define how wide a column of a CallTracking lists should be displayed.

Use case:

  • Define the column [pixel] width for CallTracking fields.
  • This helps to customize lists even further to your needs and to make it more readable.

Usage:

  • Edit a CallTracking field and use the new option "Width' [pixel].
  • Enter the column width in pixel.

SD ReleaseNotes V5 1-003-02142625.jpg


Behavior:

  • Once the new filter "Width" is set, a column will be reduced or extended to the set "Width" value.
  • If the column width defined shorter than the length of the column header, it will be extended to the space the header needs to be fully readable.


Example:

SD ReleaseNotes V5 1-004-02142652.jpg

Warning: It is possible to set the DisplayLength for all fields.

Automatic setup selection

With the new release, lists are automatically loaded when selected from the "setup" dropdown box. Therefore, it is no longer necessary to hit the "Go" button as long as JavaScript is enabled in the browser.

Use case:

  • Once a setup was selected, the new function loads the setup without the need to click the "Go" button.
  • This reduces the amount of clicks when switching between different setups.


Setup:

  • This function is automatically available to all users of the applicaiton. No customizing is required.

SD ReleaseNotes V5 1-006-02142722.jpg

CallTracking lists with new timestamp filter: > 7 days

A new dynamic filter allows filtering CallTracking lists with the new time option for all call before the last 7 days ">7 days".

Use case:
Create lists and reports based on the calls created, closed reponded to or recovered longer than 7 days ago ("> 7 days" from the current date).

Setup:

Edit the master data of a call open, call close, response, or recovery timestamp field and set the filter value ">7 days".

SD ReleaseNotes V5 1-005-02142712.jpg

"Total line" for CallTracking lists

With the new release, a total line (sum row) can be added to groupable CallTracking lists.

Use case:

Get a better overview of your current calls by using the TotalLine function.

Setup:

  • Create or edit a grouped CallTracking list.
  • Activate the "TotalLine" flag.

SD ReleaseNotes V5 1-007-02142726.jpg

Behavior:

  • The results displayed in the TotalLine at the end of the first page of a CallTracking list will appear according to the definition of each CallTracking field.
  • Sum fields (and the number / count field) will be displayed as sum.
  • Average fields will be displayed as average.
  • Maximum fields will be displayed as maximum.
  • Minimum fields will be displayed as minimum.
  • The "TotalLine" function will always calculate the results for the entire records of the selected CallTracking lists.


Example:

The total line calculates the results for the entire CallTracking selection. In the following example, this also includes the values of the second CallTracking page. SD ReleaseNotes V5 1-008-02142731.jpg

"MyQueues" filter for ContractElement lists

A new dynmaic filter allows filtering service lists (ContractElement and ServiceItems) with the queues of the currently logged user.

Use case:

  • Define lists so that the current logged users can only see the services (contract elements and service items) they are related to using queue memberships.
  • This function is available for all 3 levels in both roles.

SD ReleaseNotes V5 1-009-02142734.jpg

Usage:

  • Edit the master data of a queue field and set the filter value "MyQueues".
  • Available for CallTracking and ContractElements/ServiceItem lists.

SD.Call (CallDetail)

Edit and create CIs (Devices, Users, Locations) master data using CallDetail

Every time a call is created and device, person or location data are added to the call, the information of the assigned data objects are copied into the call. To protect the data integrity, changes to the information of the assigned data object are only performed within the call. The new release will enable you to decided if the changes inside the call should be synchronized with SD.inventory (Device and Locations) and BasicData (Users).

This allows faster update of the existing Configuration Items (CIs) such as person, locations, and devices directly from a call.

SD ReleaseNotes V5 1-011-02142742.jpg

Usage:
Use the new detail button inside the CallDetail to access the BasicData/SD.inventory detail forms of the required data object.

Setup:

  • Select the required field (inside a CallDetail) and edit the master data of the field.
  • Activate the "DetailButton".
  • Assign the setup for editing the CI or use a call related setup to edit the data object only inside the call.

SD ReleaseNotes V5 1-010-02142738.jpg

Permissions:

The agent using the detail button to change a CI will only see the CI edit button, if the agent has the "write" permission for the selected data object.

  • For Users: Menus and Permissions > BasicData/Users: Write
  • For Locations: Menus and Permissions > SD.inventory/Locations: Write
  • For Devices: Menus and Permissions > SD.inventory/Devices: Write


Use the Detail button inside the CallDetail to access the BasicData/SD.inventory detail forms of the required data object.

Send SMS using CallDetails

With the new release, a new communication method is enabled using CallDetail. Earlier, it was possible to send faxes or emails using the CallDetail. From the release 5.1, you can send SMS text messages also.

Use case:

Send SMS to multiple receivers from the CallDetail and track these SMS using the CallHistory.

Usage:

  • Click the new "SendSMS" button.
  • Select a template for the content of this SMS.

SD ReleaseNotes V5 1-012-02142745.jpg

  • Select the receivers for the SMS. In addition to the receivers, an SMS group can be used to send the SMS to a defined group such as a group of technicians.
  • Enter the content for the SMS. The message will be divided into 160 character parts, if the content doesn't fit into a single SMS (160 characters).

SD ReleaseNotes V5 1-013-02142756.jpg

  • Track all sent SMS in CallHistory.

SD ReleaseNotes V5 1-014-02142801.jpg

Setup:

Add the "SendSMS" button using the CallDetail setup master data.

NOTE:
Please note that you might need an additional licensing agreement for using SMS.

New call save option "Save+Next Call"

With the new button "Save and next Call", an additional way of saving and processing the next call is introduced.

Use case:

  • A technician or help desk agent can save a call and switch to the next call in line (depending on the current active CallTracking list).
  • This saves the number of clicks when a call should be saved and switched to the next one in line.


Usage:
The agent should click on the Save+NextCall button to save and switch to the next call in line.

SD ReleaseNotes V5 1-016-02142807.jpg

Setup:

  • Activate the new save button using the CallDetail master data with the flag SaveandNextCallButton.
  • After added through the master data, the new field SaveAndNextCall button will appear in the CallDetail.

SD ReleaseNotes V5 1-015-02142804.jpg

Behavior:

  • Each time the Save+NextCall button is clicked, the currently opened call will be saved and the next call (according to the previously used CallTracking list) will be displayed.
  • Unless there are open calls, the new function will display the next call. If all calls are selected, the function will switch back to the CallTracking list.

Usability

Cross editing of setup fields

Earlier, it was time consuming task to perform mass changes to several list and detail setups. Example: Changing own defined labels over several setups. The new version allows to show a list with all used setup field of all setup types.

Use case:

  • Faster administration of over several setups when using different labels, default values, similar field master data definitions, column widths or other criteria...
  • This function helps to compare setups and to apply similar changes in a faster, more convenient, and efficient way.

SD ReleaseNotes V5 1-017-02142810.jpg

Usage:

  • The new function Show all Fields displayes all existing setup fields.
  • The Show all Fields setupp editor works quite similar to the setup editor used for list and detail setups.
  • Two differences exist between the all setup fields and the other setup editors:
    • An additional column Setup indicates that which setup a field belongs to.
    • Only the attributes of each field can be edited, not the master data of a setup.
    • Possibility of filtering using the "UsedIn" criteria.

SD ReleaseNotes V5 1-018-02142813.png

Extended menu navigation

Earlier, when functions or call lists were used as menu entries inside SD.call or SD.cockpit, the menu entries exceeded the width of the browser window. The new version supports additional set of navigation arrows, if the screen shows only parts of the menu functions.

Usage:

  • The navigation arrows will appear automatically on both sides of the screen, if more functions are available than that are displayed on the screen.
  • Use the navigation arrows to scroll between the menu functions or modules back and forth.

SD ReleaseNotes V5 1-019-02142817.jpg

  • The active menu function and module stays highlighted. The end of the menu side is also highlighted, when it is reached.

Setup:

  • No setup required and the new navigation arrows will be automatically activated when necessary.
  • This new feature requires JavaScript.

Call close with double question

With the new release, calls can be closed without the need to confirm the final close of a call a second time. For all existing users, the double save remains by default when closing a call.

Use case:

The new flag allows to speed up the close of a call by reducing one click for confirming the call close.

Usage:

Close your calls faster with the new "AskAtCloseCall" set to "N".

Setup:

  • This function should be configured.
  • Deselect the AskAtCloseCall flag inside the CallSystem master data.
  • This function can be defined for each CallSystem individually.
  • The flag "AskAtCloseCall" is set for all existing and newly created CallSystem (=double save activated).

SD ReleaseNotes V5 1-020-02142820.jpg

Upload and Download of Setups

All setups (lists and details) can be uploaded and downloaded completely.

Usage:

  • The new upload and download functions of setups are separated into two parts:
    1. Upload and Download of the setup master data.
    2. Upload and Download of the setup setu fields.
  • To perform upload and download, both steps above have to be performed.


Upload and Download of setup master data:

  • Select the Download as CSV function to download all available setups. For download only one setup, set a filter with the name of the required setup and perform the download.

SD ReleaseNotes V5 1-021-02142822.jpg

  • Select the Upload as CSV function to upload setups (including all their master data).

Upload and download of setupfields:

  • Switch to the "Show all fields" mode.
  • Select the Dowload as CSV function to download all listed setup fields. For downloading only one setup, set a filter with the name of the required setup and perform the download.

SD ReleaseNotes V5 1-022-02142826.jpg

  • Select the Download as CSV function to download all listed setup fields, complete with their field parameters.
  • Select the Upload as CSV function to upload setup fields (including the field options parameters).

NOTE: Default values for fields will only be uploaded, if they are not a reference within the application (ID).

SD.bridge

Text to XML Converter

The new TextoXml converter allows converting common text messages into well formatted XML. After conversion into XML, it can be processed by using a XSL template.

SD ReleaseNotes V5 1-023-02142830.jpg

Use case:

  • Some communications don't send valid xml information.
  • This allows more inbound communication possibilities than the standard converters provided.

Usage:
Create an inbound communication and select the converter,,SD.texttoxml.

Example: Inbound Text

EMFrom
someone@cisco.com
EMTo
inbound@sdcall.solvedirect.com
EMSubject
110022003300
EMMessage
This is a test mail






Converted into a well formatted XML using the new TextToXML converter:

<CALL>
    <EMFrom><A href="mailto:someone@solvedirect.com%3C"> someone@solvedirect.com</A></EMFrom>
    <EMTo><A href="mailto:inbound@sdcall.solvedirect.com%3C">inbound@sdcall.solvedirect.com</A></EMTo>
    <EMSubject>110022003300</EMSubject>
    <EMMessage>This is a test</EMMessage>
</CALL>

Possible XSLT template example used for processing of incoming calls:

<xsl:stylesheet version="1.0">
<xsl:template match="/">
<CALL>
<Calls.ID>
<xsl:value-of select="/CALL/EMSubject"/>
</Calls.ID>
<Calls.Remarks>
<xsl:value-of select="/CALL/EMMessage"/>
</Calls.Remarks>
</CALL>
</xsl:template>
</xsl:stylesheet>


 General Overview of Inbound-Postprocessing

For advanced Bridge designers, a further template type can be added to inbound communications


Use case:

  • Ofter a call update using an inbound communication should also be referred to the recent situation of a call or even more to the CallHistory of a call.
  • Until now it is not possible to use any other data besides the values given within the inbound message. With Inbound processing, many more options are available without the need of an individual converter.


Usage:

  • In case postprocessing should be performed, an additional postprocessing template can be added to the inbound template.
  • Any CallOpen transaction will be performed as it was done earlier and only for CallUpdate transactions, the postprocessing template is performed. This means that the values of the inbound template can be entered there as well.

Syntax example:

<!-- PostProcessing XML Structure start -->
<CALL>
<!-- The XML-values of Inbound-Template can be used in -namespace, elementname "InboundMessage" -->
<InboundMessage>
(...)
<Calls.Solution>New Solution, which was sent to </Calls.Solution>
(...)
</InboundMessage>
<!-- The XML of the actual (found) Call (all Outbound-Fields available) -->
<call>
(...)
<Solution>Last Solution available from within the Call</Solution>
(...)
</call>
</CALL>    <!-- PostProcessing XML Structure end -->
<!-- ================================================= -->
<!-- Small Example for PostProcessing for the manipulation solutions and / or remarks -->
<!-- PostProcessing Template example -->
<?xml version="1.0" encoding="UTF-8"?>
<xsl:stylesheet xmlns:xsl="http://www.w3.org/1999/XSL/Transform" version="1.0">
<xsl:template match="/">
<CALL>
<Calls.Remarks>
<xsl:choose>
<!-- In case the currenty received Solution is different to the already saved Solution within the call -->
<xsl:when test="/CALL/InboundMessage/Calls.Solution != /call/Solution">
<xsl:text>New text for solution was saved, the solutiontext was: </xsl:text>
<xsl:value-of select="/call/Solution" />
</xsl:when>
<xsl:otherwise>
<xsl:text>Solutiontext remained the same.</xsl:text>
</xsl:otherwise>
</xsl:choose>
</Calls.Remarks>
</CALL>
</xsl:template>
</xsl:stylesheet>

Message Triggers and Communications available in Message List

For better overview, message trigger data and communication data can be displayed in message list.


Use case:

Having an overview in outbound messages of message triggers and communications used in the workflow (bridge included).


Usage:

Edit the message list setup and add one of the fields:

  • MessageTrigger
  • MessageTriggerName
  • MessageTriggerNames
  • Communication
  • CommunicationName
  • CommunicationNames

General Overview of Advanced Error Handling / SD.null-Nullconverter

As per current setup, it is not possible to process inbound messages without either CallUpdate/CallOpen or Error message.

Use case:
There is only one way to suppress error messages by using the new converter "SD.null-Nullconverter" inbound messages, in case no CallUpdate is performed. Example: Using the "Valid-no" constructions, after missing ContractElements or other mandatory fields have been detected in the communications "before".

SD.cube

CallTracking through OpenEngine (RSS Feed)

This feature needs to be licensed additionally. This new functionality is designed to give and show updates of Calls using web standards as common webpages.


Use case:

Show new (newly assigned) calls in an easy way.


Usage:
Define the RSS functionality as follows:
Step 1: Define a CallTracking.OpenEngine list setup.
Step 2: Setup the master data:

  • IsPublic = "N" means the user need to be logged in for access.

    Hint: Make sure to define permissions to this list.

  • The list can be interpreted using a given XSLT template (XML ATOM 1.0) or not. If no template is define, a default template is used.


SD ReleaseNotes V5 1-024-02142833.jpg

SD ReleaseNotes V5 1-025-03094518.png


Example:

<?xml version="1.0" encoding="UTF-8"?>
<!-- XSL from <A href="http://snippets.dzone.com/posts/show/1162">http://snippets.dzone.com/posts/show/1162</A> Another XSL (for Atom 0.3 transformations) can be found at
<A href="http://plasmasturm.org/code/atom-to-">http://plasmasturm.org/code/atom-to-</A> html/ -->
<xsl:stylesheet xmlns:xsl="http://www.w3.org/1999/XSL/Transform" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:xhtml="http://www.w3.org/1999/xhtml" version="1.0">
<xsl:output method="html" />
<xsl:template match="/">
<html>
<head>
<meta http-equiv="refresh" content="300" />
</head>
<body>
<xsl:apply-templates select="/atom:feed" />
</body>
</html>
</xsl:template>
<!-- Applied to the whole Atom feed -->
<xsl:template match="/atom:feed">
<h1>
<a href="/{atom:link}">
<xsl:value-of select="atom:title" />
</a>
</h1>
<xsl:if test="atom:tagline">

<p><xsl:value-of select="atom:tagline" /></p>
</xsl:if>
<xsl:if test="atom:subtitle">
<p><xsl:value-of select="atom:subtitle" /></p>
</xsl:if>
<ul>
<xsl:apply-templates select="atom:entry" />
</ul>
</xsl:template>
<!-- Applied to a single Atom Entry -->
<xsl:template match="atom:entry">
<li>
<a href="/{atom:<A href="mailto:link/@href%7D">link/@href}</A>" title="{atom:published}" target="_blank">
<xsl:value-of select="atom:title" />
</a>
<xsl:choose>
<xsl:when test="atom:content != &apos;&apos;">
<p><xsl:apply-templates select="atom:content" /></p>
</xsl:when>
<xsl:otherwise>
<p>[No Content]</p>
</xsl:otherwise>
</xsl:choose>
</li>
</xsl:template>
<!-- Applied to the entrys content, which is well formed (X)HTML - a simple table with a header and data row -->
<xsl:template match="atom:content">
<table >
<tr>
<xsl:for-each select="xhtml:table/xhtml:tr/xhtml:th">
<th><xsl:value-of select="." /></th>
</xsl:for-each>
</tr>
<tr>
<xsl:for-each select="xhtml:table/xhtml:tr/xhtml:td">
<td><xsl:value-of select="." /></td>
</xsl:for-each>
</tr>
</table>
</xsl:template>
</xsl:stylesheet>

Define an HTML page using the following structure:

<context-URL>/sdcall/Syndication/<Entity>?format=<format>&login=<loginName>&setup=<setupName>

The HTML parameters are:

  • context-URL: The Root URL to be rooted to the login page of the ServiceGrid application ending in page.

    Example: http://sdcall.beta.solvedirect.com/pages

  • Entity: Currently only eintity of Call is available.
  • format: Possible formats are ATOM10 (Atom 1.0 Syndication), RSS20 (RSS 2.0 Syndication) and HTML (HTML created from Atom 1.0 through XSLT).
  • loginName: Username used for login (Example: Usernames also retrieved from any other application like mail clients).
  • setupName: Setup shortname defined in your CallTracking.OpenEngine list setup master data.


Example:

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Frameset//EN" "<A href="http://www.w3.org/TR/html4/frameset.dtd">http://www.w3.org/TR/html4/frameset.dtd</A>">
<html>
<head>
<title>Frameset mit Sitemap</title>
</head>
<frameset cols="250,*">
<frame src="http://sdcall.beta.solvedirect.com/pages/sdcall/Syndication/Calls?format=HTML&login=helpdesk.de&setup=Test" name="Navigation">
<frame src="http://www.google.at" name="Daten">
</frameset>
</html>

Result displayed in a browser:

SD ReleaseNotes V5 1-028-03094619.png


Clicking on one of the URLs (here SDCallIDs) will lead you to the call (with or without using the login window), where you can directly start using your individual workflow.

'Login Restrictions': One user is not allowed to login more than once using one single URL. This behavior is similart to the multi-session handling.

CMDB Synchronization / Setup based Uploads of Locations, Devices or Users

To make uploads/imports easier in administration, it is possible to define default values for uploads. This functionality is embedded in the upload setups of the entities of locaitons, devices or users.

Use case:

Using this functionality, will enable you to define parameters, which might be SD only values such as Company, or Organization shortname.

Usage:

the upload setups, the following parameters can be defined for every single field:

  • IsMapped
  • IsDisplay
  • IsMandatory
  • DefaultValue.

See the detail functionality below. See the overview of the existing mandatory field definition, relevant for uploading. Also, see the description of the functionality for using table extensions.

NOTE: CallUpload will remain unchanged.

Setup based Upload (Location, Device and User)

Mandatory Fields

Non-customized mandatory fields remain unchanged.

Location

  • ShortName
  • Name
  • Company (Shortname)
  • Organization (Shortname)

Device

  • ShortName
  • SerNr
  • Location (ShortName)
  • Type (ShortName)
  • Manufacturer (ShortName)
  • Contract (ShortName)
  • SLA/ContractElement (ShortName)
  • Company (ShortName)
  • ProviderCompany (ShortName)
  • CustomerCompany (ShortName)
  • ProviderOrganization(ShortName)
  • CustomerOrganization (ShortName)

User

  • ShortName
  • LastName
  • Company (ShortName)
  • Organization (ShortName)

Field properties in Upload Setups

The customizing person is now able to define the following parameters of the upload setup:

  • Label
  • SeqNr (defines the order of the displayed fields)
  • IsDisplayField (defines if the field is shown for mapping)
  • IsMandatory (additional to the mandatroy fields of the application and defines is a field is mandatory during mapping)
  • DefaultValue
  • Overwrite with DefaultValue
  • Use default value if file value is null.

The resulst, usages, and functionalities are described below:

Field properties in Upload Setups

Online UploadInterface (Wizard)
IsMapped
IsDisplay
IsMandatory
DefaultValue
Result
N
N
Y
Y
Works as if the Column was mapped (formerly), Field-Value will be set with DefaultValue
Y
Y
Y
Y
Common Behavior, Field-Value will be set with FileValue
N
Y
Y
Y
Works as if the Column was mapped (formerly), Field-Value will be set with DefaultValue
N
N
N
Y
Works as if the Column was mapped (formerly), Field-Value will be set with DefaultValue
Y
Y
N
Y
Common Behaviour, Field-Value will be set with FileValue
N
Y
N
Y
Works as if the Column was mapped (formerly), Field-Value will be set with DefaultValue
N
N
Y
N
Error message
Y
Y
Y
N
Common Behaviour, Field-Value will be set with FileValue
N
Y
Y
N
Error message
N
N
N
N
Field will not be set
Y
Y
N
N
Common Behaviour, Field-Value will be set with FileValue
N
Y
N
N
Field will not be set
Y
N
Y
N
Impossible Combination
Y
N
N
Y
Impossible Combination
Y
N
Y
N
Impossible Combination
Y
N
N
N
Impossible Combination



















SD ReleaseNotes V5 1-029-02142852.jpg


Functionality / Rules of the Upload Process

Functionality of the Upload process (parameters, file-values, applications-values):

IsMapped DefaultValue Overwrite with DefaultValue Use DefaultValue if null in FileValue Value in DB Value in File Upload Result
Y Ignore Ignore Ignore Ignore not null File value
Y Y
Y
null Default value
Y N Ignore Y Ignore null File value
Y Ignore
N
null File value
N N Ignore Ignore Ignore Ignore old value
N Y Y Ignore Ignore Ignore Default value
N Y N Ignore null Ignore Default value
N Y N not null oldvalue











Used rules and priorities:

  1. In case an UploadColumn is mapped, there are 2 options:
    1. In case the file value is not null, the file value will be stored in the application.
    2. Otherwise, based on the flag "Use DefaultValue if null in FileValue", the default-values (if existing) will be stored or the file-value (=NULL) will be stored.
  2. When no UploadColumn is mapped, and no default-values is defined, the application-value remains unchanged.
  3. If a default-value is defined for an UploadColumn and 'Overwrite with DefaultValue' Flag = 'Y' and the UploadColumn is not mapped, the default-value is stored in the application.
  4. If a default-value is defined for an UploadColumn and 'Overwrite with DefaultValue' Flag = 'N' and the UploadColumn is not mapped, the default-value is stored in the applicaiton, only if the existing application-value is "NULL", otherwise the application-value remains unchanged.


TableExtensions
SD ReleaseNotes V5 1-030-03094538.png


  • All UploadSetups have the flag "Join extension fields" in masterdata.
  • This flag (set to "Y") makes all Table-Extension fields available for mapping during upload. This helps in administration, if Table-Extension fields are changed frequently.
  • This functionality is automatically set for the SD standard setup "All Upload Fields".
  • Upload of TableExtensionFields can be restricted by setting the flag "Join extension fields" t "n" in your individual Upload setup.

Additional Customizable Download link / Download shortcuts

In the setup master data, a new feature can be activated by setting "HasTemplateLink" to "Y". If this feature is used, an additional link will be shown in the list. The text of the link can also be configured. Additional settings make it possible to preconfigure the download settings. Therefore with the new link you can directly download the list without having to go through the usual dialog. This results in faster downloads. The link can also be used to offer an alternative view with the use of XML.

The new settings are available for Calls, Devices, Locations and Users.

Changes

Changed SD.call message from

The new version includes a redesign of the sender and receiver selection form of SD.call.

The new one separates the sender and the receiver selection into two parts:


Old Setup
SD ReleaseNotes V5 1-031-02142857.jpg
New Setup
SD ReleaseNotes V5 1-032-02142900.jpg

Changed permission restrictions for user data

In the existing setup, if a user can update user's information (write permission on "Basic > Users"), the user could change all user data. With the new release, only user data of the same and lower permission group levels can be changed.


NOTE:
This update affects the online interface and the user upload.
Examples:


*The editing user is a member of a "ServiceDesk(SD)" permission group and can edit the user data of all SD permission groups (SD, SD2, SD10), all "Enduser" (EU, EU2, EU6) and "NoLogin" users, but NO ServiceSupport (SUP, SUP2, SUP10) and no "Administrator" (ADM) users.

  • The editing user is a member of the "Administrator (ADM)" permission group and can edit all permission groups.
  • The editing user is a member of the "System (SYS)" permission group and can edit all SD permission groups (SD, SD2, SD10), all "Enduser" (EU, EU2, EU6), "NoLogin" and "System" users.

Delete Devices

With the new release, you can delete selected devices as longs as they haven't been assigned to a call. Previously, you can deactivate unused devices. Please note that the user needs permission on devices to use this function.


Usage:

  • Use the new "Delete Device" funciton inside the device detail to delete a device.
  • All references to Owner, ContractElement or Location will be deleted.


NOTE:
Only devices that haven't not been used in a call can be deleted.


SD ReleaseNotes V5 1-033-02142903.jpg

New fields in ActivityList

Four fields have been added to the ActivityTrackingList: CustProblemTypeNames, SPProblemTypeNames, ContractCategoryCust, ContractCategoryProv. These fields can be added to all ActivityTrackingList Setups in BasicData/MyCompany.

Minor Changes

  • A new field has been added to the CallTrackingList. With the field "TextSearch", simultaneous searches in Description, ShortDescription, Remarks, Diagnosis, Solution can be executed.
  • Impacts and Urgencies can be sued in the Outbound template.

Upcoming Release Plans

The following functions are planned for the upcoming releases. Please note that this is a preview and changes to the functions and features in the release might occur.


Graphical dependencies of Device

  • A graphical display of the device tree is planned using a new image framework.
  • Devices viewable through CallDetail and the SD.inventory


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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