ServiceGrid Article - Cisco ServiceGrid Release Notes V5.2

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Contents

Overview

This release notes describes the new functions of the Cisco ServiceGrid Release Version 5.2 in Summer 2009. The following items are covered in this document:

  • Outlines the new functions and modules.
  • Gives a brief look, on how the new functions are implemented, administered and used.
  • Describes the benefits of the new functions using small use cases.
  • Provides information on how existing functions are extended or changed.

New functions in this release

New functions are introduced in the Summer 2009 Release Version 5.4 on September 20, 2009 to all customers using the ServiceGrid main infrastructure (sdcall.solvedirect.com).
All customers running ServiceGrid on their own inhouse infrastructure or on a ServiceGrid partner infrastructure have different release dates. These updates occur after the update of the ServiceGrid platform. Please contact your implementation partner for your update date.

Availability and licensing of new functions and modules

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

Please find the availability for users and licenses defined near each feature in the following sections.


Summary

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

  • Workflow and Setups - The readability and usability of the workflow administration is improved providing more information directly in the setup lists. This reduces the necessary number of clicks by the administrator when viewing and changing the workflow settings.
  • Mass Incidents ­ - An option for creating child calls based on lists (devices or contract elements) or templates only, using call actions in SD².
  • New call by solution - An additional option for creating new calls based on the solutions data is available.
  • CallDetail per ContractElement - A call detail setup can be assigned to each ContractElement. This call detail setup will be used viewing a call assigned to this SLA.
  • Parent+Child Setup - The selection list displayed when creating a new parent call or a new child call can be configured.
  • Call List - Contract Colors - Calls in the call list can be marked or highlighted using different colors for different contracts.
  • Note Types -The notes assigned to a call may have different types to distinguish between different usages or target readers of notes.
  • Remarks Summary -A new (compound) field "RemarksSummary" can be used in the call detail form to list all remarks from call history.
  • Call list - Average Count - The total of counted calls in a grouped call list can also be calculated to show the average number, minimum number or maximum number.
  • Location Contact - The contact person in the location master data can be set as reference to the users table. This reference can be used as receiver in MessageTriggers and as UserRole in SD.survey.
  • Category Data ­ - The text length of the category name field and the reason category name field is extended from 50 characters to 200 characters.
  • Graphical Display of Devices - The relationship between sub and root devices can be displayed as a graphic.
  • Devices ­ Graphical Symbol for CIClass - An additional field displaying the CI class (hardware, software, documents and services) as graphical symbol is available.
  • Subject template -The content of the Email subject can be defined in the XSL template.
  • Upload ValueList for Extended Fields - ­ Data upload into the tables CallExtensions, UserExtensions, LocationExtensions and DeviceExtensions through the manual "upload" function links in the list setups and also using the DataBroker functions.
  • Cockpit Usability - Inherit Rights ­ - A cockpit group can inherit its permissions from the top (company or group) level and hand them down to their sub groups.
  • Quarterly Reports - The quarter (4 x 3 month period within a business year of a company) can be used for selection or grouping of call data.
  • Date Split CallRecoveryTime - The CallRecoveryTime is also  divided into its parts Year, Month, Day, Hour, Minutes, Week, Weekday and Quarter thus giving the opportunity to select and group call data using one of these parts and to generate reports and business graphics.
  • License Management - A calculation and comparison function is used to count the actual and contracted licenses per license code.
  • Security - Password ­ - With the new release, the password will no longer be displayed in symbols when changing the password.
  • Functionports ­ - Data Object CallAdditionals - An additional data object "CallAdditionals" is provided as an extension to the call data. This data object can be used to query data from other applications using UserExit procedures.

The new features and function are described in detail in the following sections.


New Features and Functionalities

All example screenshots are taken from the ServiceGrid demo account.URL Beta: https://beta.solvedirect.com

Login: support.en
Password:
demo

Servicedesk SD2

Workflow Usability

With the new release, the readability and usability of the workflow administration is improved providing more information directly in the setup lists. This reduces the necessary number of clicks for the administrator when viewing and changing the workflow settings.

Use case:

  • Fewer clicks for the administrator when viewing and changing the workflow settings.
  • Use direct links to the workflow form in the left side tree
  • Use direct links to the CallStatus and Action master data in the Successor list
  • More info available in the CallState list

Direct links to CallState and Action master data in the successor list

SD ReleaseNotes V5 2-001-01131439.png


Behavior:

  • The "Workflow" entry in the Setup/Callsystem section of the left side tree is linked directly to the successor list of the workflow, reducing the number of clicks for the administrator.
  • The CallState and Successor entries in the successor list are linked directly to the master data, thus providing a direct access to the master data and update of master data.
  • The Action entries in the successor list are directly linked to the master data, therefore providing a direct access to the master data and update of master data.
  • The CallState list is enriched by symbols marking start and stop CallStates.
  • All "N" are not displayed in this and other lists. Only "Y" is displayed.

SD ReleaseNotes V5 2-002-02110309.png

Please note that the start and  stopCallState marked with symbols in the CallState list


Availability, setup and licensing

The function is available for all users and all licenses. No additional setup procedure is necessary.


Mass Incidents

With the new release, an additional option for creating child calls from CallAction based on templates, ContractElement lists or Device lists is available.


Use case:

Opening mass Incidents as child calls to existing calls is complex using the online interface SD², even if defined relations of those calls are given as master data or equivalent information. For more usability of help desk agents, this functionality is now available using templates or multiple choice lists of contract elements or devices (and optionally its root or sub-entries).


Usage:

Create Child from CallAction based on XML templates including delivery of Contracts and Contract Elements

The setting is made in CallActions on the checkbox "Create Children". It is possible to include a template to create the Child Tickets in CallActions. It is important to ensure that the SLAs must be passed using the template.

Create Child from CallActions based on templates and Child Setups List

The setting is made in CallActions on the checkbox "CreateChildren". It is possible to include a xml template to create child calls in CallActions. Moreover, a "CreateChildrenSetup" (for Contract Elements or Devices) can be used for multiple choice selection. If there is no setup defined, only the previous function (Create Child from CallAction based on XML-templates including the delivery of Contracts and Contract Elements) will be used.

Enhancement: the "SelectionOf" method for lists can be used:

  • `empty-select-box' ­ `All'-entries are used
  • "SubEntries" (all sub contract elements or sub devices are displayed)
  • "RootEntries" (all root contract elements or root devices are displayed)

Behavior:

The user simply uses CallActions having the appropriate setup.


Setup:

  • Create a new template
    1. ContentType must be "XML"
    2. Type must be "Detail"

SD ReleaseNotes V5 2-003-02124611.png


  • XML Template Example
-Image

<?XML version="1.0" encoding="UTF-8"?>
<xsl:stylesheet xmlns:xsl="http://www.w3.org/1999/XSL/Transform" version="1.0">
<xsl:template match="<span class="highlight" rel="SD">SD</span>.call">
<<span class="highlight" rel="SD">SD</span>.call-XML>
<xsl:call-template name="CALL" />
</<span class="highlight" rel="SD">SD</span>.call-XML>
</xsl:template>
<!-- ====================== CALL - Template ============= -->
<xsl:template name="CALL">
<CALL>
<!-- ====================== Create Child Call ============= -->
<ParentCall.ID><xsl:value-of select="ID" /></ParentCall.ID>
<Calls.CustCallID><xsl:value-of select="ID" /></Calls.CustCallID>
<!-- ====================== CHD ============= -->
<Calls.CHDShortName><xsl:value-of select="CHDShortName" /></Calls.CHDShortName>
<Calls.CHDFirstName><xsl:value-of select="CHDFirstName" /></Calls.CHDFirstName>
<Calls.CHDLastName><xsl:value-of select="CHDLastName" /></Calls.CHDLastName>
<!-- ====================== Caller ============= -->
<Calls.CallerShortName><xsl:value-of select="CallerShortName" /></Calls.CallerShortName>
<Calls.CallerFirstName><xsl:value-of select="CallerFirstName" /></Calls.CallerFirstName>
<Calls.CallerLastName><xsl:value-of select="CallerLastName" /></Calls.CallerLastName>
<Calls.CallerEMail><xsl:value-of select="CallerEMail" /></Calls.CallerEMail>
<Calls.CallerTel><xsl:value-of select="CallerTel" /></Calls.CallerTel>
<!-- ====================== Location ============= -->
<Calls.MainCompLocation><xsl:value-of select="MainCompLocation"/></Calls.MainCompLocation>
<Calls.MainCompLocationName><xsl:value-of select="MainCompLocationName"/></Calls.MainCompLocationName>
<!-- ====================== Discription ============= -->
<Calls.Description />
<!-- ====================== Remarks ============= -->
<Calls.Remarks><xsl:value-of select="Description" /></Calls.Remarks>
<!-- ====================== Componente ============= -->
<Calls.MainComponent><xsl:value-of select="/<span class="highlight" rel="SD">SD</span>.call/MainComponent"/></Calls.MainComponent>
<Calls.CompSerNr><xsl:value-of select="/<span class="highlight" rel="SD">SD</span>.call/MainCompSerNr" /></Calls.CompSerNr>
<Calls.MainCompType><xsl:value-of select="/<span class="highlight" rel="SD">SD</span>.call/MainCompType" /></Calls.MainCompType>
<Calls.MainCompModel><xsl:value-of select="/<span class="highlight" rel="SD">SD</span>.call/MainCompModel"/></Calls.MainCompModel>
<Calls.MainCompName><xsl:value-of select="/<span class="highlight" rel="SD">SD</span>.call/MainCompName" /></Calls.MainCompName>
<Calls.MainCompManufacturer><xsl:value-of select="/<span class="highlight" rel="SD">SD</span>.call/MainCompManfacturer"/></Calls.MainCompManufacturer>
</CALL>
<!-- ========================== ENDE ================= -->
</xsl:template>
</xsl:stylesheet>

If you are using a multiple choice list, then for each selected record the ID is added automatically in the inbound XML. As many outbound messages are created as records are selected. 

Example:

<CALL>
<ContractElements.ID>4711</ContractElements.ID>
...
</CALL>

or

<CALL>
<Devices.ID>4711</Devices.ID>
...
</CALL>

If the "CustCallID" or "SPCallID" used in the XMLtemplate, these values are made unique by adding a counter within all messages. 

Example:

<Calls.CustCallID>166788134</Calls.CustCallID>

becomes

<Calls.CustCallID>166788134/1</Calls.CustCallID>

The setting is made in CallActions on the checkbox "CreateChildren". It is possible to include a template to create child calls in CallActions.

SD ReleaseNotes V5 2-004-02124623.png

Selection of the different "Create Child Setups" for a multiple choice list is possible. (Mass Incidents are always referred as Child Calls.)

SD ReleaseNotes V5 2-005-01131540.jpg


Enhancements: the "SelectionOf" method for lists can be used:

  • empty-select-box: ­ 'All'-entries are used
  • "SubEntries" (all sub contract elements or sub devices are displayed)
  • "RootEntries" (all root contract elements or root devices are displayed)

SD ReleaseNotes V5 2-006-01131545.jpg

An inbound message trigger should be created. The trigger type is "wait for inbound". The Converter has to be "SD.xml". We have a new CommunicationType "INT-Internal-Message".

SD ReleaseNotes V5 2-007-02124632.jpg

After the trigger is created, a communication has to be set. A sender must be set. Type: "ID From Sending Communication-Internal Message". It is important to set the correct address.

SD ReleaseNotes V5 2-008-01131553.jpg

If you are using "New Child by Template" in the Address field, the Object ID from the CallAction is provided.


SD ReleaseNotes V5 2-009-02124642.png


If you are using the multiple choice lists, the Object ID of the Call System should be set as address. Please consider that the Object ID is depending on the roles where the Inbound Message is created.

If you select objects from different Call Systems in all these CallSystems a "wait for inbound"- MessageTrigger is necessary (having the correct address).


Example (see above for the settings):

In result, a simple Parent-Child call relation is visible.


Availability, setup and licensing

The function is available, but initially disabled for all users and all licenses. It is available in case MessageRules (or something similar) are licensed. An additional setup procedure is necessary.


New Call by Solution

With the new release, an additional option for creating new calls based on the Solution data is available.


Use case:

In some service processes, it might make sense to open a new call by initially selecting a matching error description from the Solutions list. In this case, the new call will be created using the given descriptions and parameters from the selected solution master data including Contract, ContractElement, Priorityand others.

Usage:

The new menu function "NewCall by solution" may be used by the service desk to open a new Call by selecting an error or problem description from the solution list.

SD ReleaseNotes V5 2-010-01131602.jpg


Solution list is displayed after clicking on "NewCall by solution". A new setup type "SDCall.SolutionList" is available to define customer specific solution lists to be used when clicking on "NewCall by solution".

Behavior:

  • Click on "NewCall by solution" (The function has to be enabled per permission group).
  • The solution list will be displayed. If no customer specific solution list setup is defined, the standard solution list will be used. A customer specific solution list can be defined.
  • Click on the desired solution.
  • If Contract and ContractElement are already defined in the solution master data, a new Call will be opened automatically. Otherwise you have to select the desired workflow first.
  • The following data will be copied automatically into the new Call if already set in the Solution master data:
  1. Contract, ContractElement
  2. Description, Remarks, Diagnosis
  3. Priority, Severity, ProblemType, FailureType

New call detail form after selecting a solution

SD ReleaseNotes V5 2-011-01131606.jpg

The content of the fields in the Solutions master data has priority to settings in the ContractElement. For example,if a default Severity value is set in the ContractElement and in the Solution, the value of the Solution is copied into the Call.

Availability and licensing:

The function is available, but initially disabled for all users and all licenses.


Setup

A new setup type "SDCall.SolutionList" is available to define customer specific solution lists which are used when clicking on "NewCall by solution". The new setup type can be found in BasicData/MyCompany/Setups/Solutions/SDCall.SolutionList

Seven new fields may be used in the solutions list and in the solution detail setup, to define customer specific solutions lists and details:

  • ContractSLA (ContractShortName+ContractElementShortName)
  • Severity
  • SeverityName
  • SeverityNames (Severity ShortName+Name)
  • Priority
  • PriorityName
  • PriorityNames (Priority Shortname+Name)

New fields (Contract/SLA, Priority, Severity) in the solution list setup

SD ReleaseNotes V5 2-012-01131611.png

The new fields are also available in the Solutions advanced search form.

To enable the function, follow these steps:

Step 1: Enable the function "New Call by Solution" for the desired permission groups using BasicData/MyCompany/Permissions/Menus and Permissions.
Step 2: .If a customer specific solution list shall be used

  1. define this list from BasicData/MyCompany/Setups/Solutions/SDCall.SolutionList
  2. Don't forget to define the permissions for the customer specific list..

Step 3: Update or create your Solutions master data, by adding values in the new fields: ContractElement (Contract/SLA), Severity, Priority.

Standard Setups

There are no changes in the standard setups.

CallDetail per ContractElement

With the new release, a call detail setup can be assigned to each ContractElement. This call detail setup will be used when viewing a call assigned to this ContractElement (overwriting the CallDetail form defined per Callsystem).


Use case:

It might be useful to display different information (fields) for different Contracts and ContracElements. For example, hardware attributes in hardware related services and software attributes in software related services.

Usage:

There are 2 new fields available in the ContractElement master data:

  • CallDetailSetupSC: the call detail setup to be used for service customers
  • CallDetailSetupSP: the call detail setup to be used for service providers

Defining the call detail setups for service customer and service provider in the ContracElement master data

SD ReleaseNotes V5 2-013-01131615.jpg


Behavior:
If a call detail setup for the login user role (service customer, service provider) is defined in the contract element, this call detail setup is used when clicking on the call in the call list.
Otherwise, the default setup of the user or the permission group is used as usual.

Availability and licensing

The function is available but initially disabled for all users and all licenses.

Setup

To enable the function, set the desired call detail setups in the ContractElements master data from BasicData/ContractElements/.../ and change the contract element master data.

Parent+Child Setup

With the new release, the selection list displayed when creating a new parent call or a new child call can be configured.

Use case:

In some cases, it is necessary to restrict the selection list to certain options, therefore reducing the decisions of service desk users.

Usage:

When using the "ParentChild" button in the call detail, the ParentChild setup will be displayed in the right side frame. The options within this setup are controlled through the parameters in the used "ParentChild" setup.


SD ReleaseNotes V5 2-014-01131619.jpg

List setups can be connected to the CreateParent-button (and to the CreateChild-button). In some cases, it is necessary not only to provide the option to create a parent (or child) but also to restrict the selection list to certain Contracts, ContractElements, Devices or Locations. This is supported through the option to define a list setup for the "CreateParent" function as well as for the "CreateChild" function.


Behavior: The ParentChild setup in the CallSystem has 4 (new) fields:

  • ParentCreateFunction: the function used to create the new parent (new call by request, contract, SLA, user, location, device, solution).
  • CreateParentSetup: the list setup used for selection.
  • ChildCreateFunction: the function used to create the new parent (new call by request, contract, SLA, user, location, device, solution).
  • CreateChildSetup: the list setup used for selection.

Setting the parameters in the ParentChild setup

SD ReleaseNotes V5 2-016-01131628.png


If the function CreateParent or CreateChild is used, the following search order is processed:

  • If there is a definition in the ParentChild setup (as described above), then it will be used.
  • Otherwise, the definition in the call detail setup will be used.
  • Otherwise, the function "NewCall by Contract" will be used as default function.

Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Setup

To enable the function, follow these steps:

Step 1: Set the desired setups from BasicData/MyCompany/Setups/Callsystems/.../CallSetups/ParentChild.
Step 2: Select the list setup to be used when assigning a parent call.
Step 3: Select the function to be used when creating a new parent.
Step 4: Select the list setup to be used when creating a new parent.
Step 5: Use the same procedure for child-creation or child assignement.

Call List: Contract Colors

With the new release, it is possible to mark or highlight calls in the calllist using different colors for different contracts.

Use case:

It may be useful to highlight certain Contracts or ContractElements in the call list for a better overview using different colors for different customers or to distinguish between different request types.

Usage:

The user sees the different calls highlighted in different background and font colors based on the assigned Contract or ContractElement.


Call list of open calls using different background colors for the different contracts

SD ReleaseNotes V5 2-017-01131633.png


Behavior: Four new fields are available in the Contract master data:

  • CustomerBackgroundColor: the background color used for service customers.
  • CustomerFontColor: the font color used for service customers.
  • ProviderBackgroundColor: the background color used for service providers.
  • ProviderFontColor: the font color used for service providers

Color settings in the Contract master data

SD ReleaseNotes V5 2-018-01131637.jpg


Four new fields are available in the ContractElements master data:

  • CustomerBackgroundColor: the background color used for service customers.
  • CustomerFontColor:the font color used for service customers.
  • ProviderBackgroundColor: the background color used for service providers.
  • ProviderFontColor: the font color used for service providers.

A new flag "UseContractColors" is available in the call list setup master data:

  • If the contract color flag is set, the call list entries will be displayed in the colors set per Contract or ContractElement overwriting any stylesheet settings.
  • The color settings of the ContractElement are prior to the Contract color settings

Contract color flag in the call list master data

SD ReleaseNotes V5 2-019-01131641.jpg

Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Setup

To enable the function, follow these steps:
Step 1: Set the desired color setting (background and font color) in the contract master data from BasicData/Contracts/.../Change the contract master data. There are 2 different color settings: one for the service customer side and one for the service provider side.
Step 2: Enable the "UseContractColors" option in those call list setups (where you want to use it) from BasicData/MyCompany/.../Setups/.../Change the setup master data.

Standard Setups

There are no changes in the standard setups

Call List and Call Detail - Note Types

With the new release, the Notes assigned to a Call may have types to distinguish between different usages or target readers of notes.

Use case:

Notes are used to document additional information, questions or hints to Calls without using the workflow pattern. It may be useful to distinguish between Notes from or for the customer, the service units or between different levels of the support organization.

Usage:

  • A (an unlimited) number of note types can be used. The note types are customer specific and should be created at the level of the Company setups.
  • When using note types, each new Note may be labeled with a type.
  • The number of notes referred to a Call for each note type can be displayed in the call list, the call detail form and the history.
  • Using the "group by" function, these numbers can also be calculated and reported as business graphics and thus within SD.cockpit.

Creating a new note and selecting the note type

SD ReleaseNotes V5 2-020-01131646.jpg

If customer specific note types are used, the editor of a Note should select the desired note type when writing the Note.


Behavior: ­ Note types

Customer specific note types may be defined in the call systems setups:  Basicdata/MyCompany/.../Setups/Callsystems/CallNoteTypes.

SD ReleaseNotes V5 2-021-01131650.png

Existing note types cannot be deleted, but set to "not active", and are then not longer available when creating new notes. This flag is not related to any list- or cockpit-setups.

'Behavior': ­ Call detail

If customer specific note types are created, the editor of a Note should select the desired note type when writing the Note.The call detail field "NoOfNotes" (number of notes) has an optional additional parameter "CallNoteType". When this parameter is set, only the notes with the note type selected are displayed. When creating new notes, this note type is set automatically.

Number and access to the different note types in the call detail form

SD ReleaseNotes V5 2-022-01131654.png

'Behavior': ­ Call list

The call list field "NoOfNotes" (number of notes) has an optional additional parameter "CallNoteType". When this parameter is set only the notes having the selected note type are counted.

Counting the different notes per note type in the call list

SD ReleaseNotes V5 2-023-01131659.png


Counting the sum of notes of open calls per customer using the group by function

SD ReleaseNotes V5 2-024-01131703.png


Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Setup

To enable the function, follow these steps:

Step 1: Create the customer specific list of note types from Basicdata/MyCompany/Setups/Callsystems/CallNoteTypes.
Step 2: To display certain note types in the call detail form, add the field "NoOfNotes" to the call detail setup and select the desired note type in the SetupField master data. The field NoOfNotes can be used multiple to display one or many different note types.

Call Detail: Remarks Summary

With the new release, a new (compound) field "RemarksSummary" can be used in the call detail form to list all remarks.

Use case:

In some situations, it may be more desired to see the history list of all remarks in the call detail form directly without reading the right side form (call history form).

Usage:

The field "RemarksSummary" is used in the call detail form to display the remarks history in one field.

Sample incident call detail containing the "RemarksSummary" field

SD ReleaseNotes V5 2-025-01131708.jpg


Behavior: When writing new remarks, the editor can decide whether these remarks should be added to the "RemarksSummary" field or not, using the "AddRemarksToSummary" checkbox.

Sample incident call detail containing the "AddRemarksToSummary"checkbox field


SD ReleaseNotes V5 2-026-01131838.jpg


As an option, the default value of the "AddRemarksToSummary" checkbox can be set to "yes" or "no", enabling or disabling the addition automatically (Only works when "Overwrite with Default" is activated). "AddRemarksToSummary" is also available in inbound and outbound templates.

The field "RemarksSummary" contains the (added) Remarks history together with EditTime and Editor.

Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Setup

To enable the function, follow these steps:

Step 1: Add the filed "RemarksSummary" to those call details forms where it shall be displayed.
Step 2: Add the field "AddRemarksToSummary" (the checkbox) to those call detail forms where remarks may be updated by the editor.
Step 3: Optionally set the default value of "AddRemarksToSummary" to "Yes" or "No".

Call List - Average Calculation

With the new release, the total of counted calls in a grouped call list can also be calculated to show the average number, minimum number or maximum number.

Use case:

When using the "group by" function in the Call list, so far the field "Number" already counts the number of calls within a group. For example, when grouping by customer, the number of calls per customer is counted.Additionally, the last (total) line of the table shows the overall sum of the Calls. In some cases, it is useful to report not the overall sum, but the average number per group. For example, the average number of calls per Location.

Usage:

The field Number in the call list setups has an additional parameter AggregateFunction. The default value is "Sum". Additionally, the values Average, Minimum and Maximum are available. This is used to calculate average, minimum or maximum values of call numbers or travel distances and work times from "Activities".

Calculating the sum and average numbers per customer using the "group-by" function

SD ReleaseNotes V5 2-027-01131843.png

Behavior: ­ Setting the aggregate function. 

The aggregate function can be set for the following fields:

  • Number (Count of calls or history records)
  • Distance (Travel distances in the activity records)
  • WorkMinutes (Work times in the activity records)
  • TravelMinutes (Travel times in the activity records)
  • NoOfNotes (Number of Notes referenced to the call)

To change the aggregate function, set the parameter to:

  • Sum: the sum over all group values (default value)
  • Average: the average group value
  • Minimum: the minimum group value
  • Maximum: the maximum group value


Selection of "Average" as aggregate function

SD ReleaseNotes V5 2-028-01131847.png


If the parameter "AggregateFunction" is empty or set to "Sum", the sum of all grouped values will be calculated in the last line (of the first page) of the list. The selected aggregate function (average, minmum, maximum) will be used to calculate the value in the total line of the call list.

Behavior: ­ Call list

For each number field, the result of the selected aggregate function will be calculated in the total line.

Calculating the sum and average values of number of calls, travel distance and work time

SD ReleaseNotes V5 2-029-01131852.png


Using the "group-by" function, the values will be calculated per group.

Calculating the sum and average numbers per customer using the "group-by" function

SD ReleaseNotes V5 2-030-01131856.png

Behavior: ­ Call list and history

Using the history option, the number of history records can be counted or the average, minimum or maximum number can be calculated.

Counting the average number of history records for the Customer 100

SD ReleaseNotes V5 2-031-01131900.png


Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Setup

To enable the function, follow these steps:

Step 1: Go to BasicData/.../Setups and select the desired Call list setup.
Step 2: If the field number is not already in the setup, add the attribute "Number" to the setup.
Step 3: Select the desired value in the parameter "AggregateFunction" (Sum, Average, Minimum, Maximum).
Step  4: Go to the setup master data and set the parameter TotalLine (true) to display the total line in the call list. (The setup must be groupable.)

Standard Setups

There are no changes in the standard setups.

Location Contact

With the new release, the contact person in the Location master data can be set as reference to the Users table. This reference can be used as receiver in MessageTriggers and as UserRole in SD.survey.

Use case:

Maintenance of users data can be performed centrally, including not only end users, service desk and support persons, but also contact persons within locations. Therefore, no additional data input in the (still existing) fields LCPFirstName, LCPLastName, LCPSalutation, LCPTitle is necessary.

Usage:

If contact persons for each location are important data within the service process, the reference to the Users table is used, thus providing central management of User data like phone, email, etc.

Location detail form for administration of the contact person reference

SD ReleaseNotes V5 2-Location-02124918.png

The contact person can be also used as receiver of messages:

  • The referenced contact person is available as receiver type "LocationContactPerson" in MessageTriggers, therefore providing the option to send messages automatically to the contact person of the Location referenced to the Call.
  • The referenced contact person is available as UserRole in SD.survey, thus providing the option to send customer satisfaction queries to the contact person of the Location referenced to the Call.

Within outbound templates, the following fields are additionally available:

  • All fields of the referenced contact person are stored in the User master data excluding password and login name.
  • All extended fields of the Location.

Behavior: A new (referenced) field "ContactPersonNames" is available in the Locations master data:

  • ContactPersonNames: Last name and First name of the contact person
  • The value can be set using the "search"-symbol
  • The value can be deleted using the "trash"-symbol

The four existing text fields LCPFirstName, LCPLastName, LCPSalutation, LCPTitle in the Locations master data are still available.

Additionally the following fields are available in the Location list and the Location detail:

  • ContactPersonShortName of the referenced contact person
  • ContactPersonLastName of the referenced contact person
  • ContactPersonFirstName of the referenced contact person

When used within the Location detail form, the "search" and the "trash" symbols are available with all fields.

Upload of Location data is extended by the field ContactPersonShortName, making upload of contact persons as references into Locations possible.

Availability and licensing

The function is available for all users and all licenses.

Standard setup

The contact person field is available in the Location/Contact detailform.

Customer specific setup

Location detail

  1. To include the "ContactPersonNames"field in a customer specific location detail setup, go to BasicData/MyCompany/.../Setups/Locations/SDInventory.LocationDetail.
  2. Select the desired setup and add the attribute "ContactPersonNames" to the setup.

Category data ­ extended field length

With the new release, the text length of the category name field and the reason category name field are extended from 50 characters to 200 characters.

Use case:

In the field, there are databases and data collections available using long textstrings as category names (up to 150 characters). To enable clean and complete data exchange between the SD database and other data collections, the field length should be extended.

Devices ­ Graphical Symbol for the CI class

With the new release, an additional field will display the CI class (hardware, software, documents and services) as graphical symbol.

Use case:

The CI class is displayed as graphical symbol in the call list or the device list.

Device list with graphical symbols for the CI Class

SD ReleaseNotes V5 2-032-01131904.jpg


Behavior: A new field is available in the device list setups: CIC(Icon for the Configuration Item Class).

Graphical view of devices

With the new release, the relationship between sub and root- devices can be displayed as graphical map.

Use case:

For a better understanding of the relationship between hardware, software, documents and services, it is useful to manage those relations as sub and root devices and to display them as graphical map.

Graphical map of subdevices (right side) and rootdevice (left side)

SD ReleaseNotes V5 2-Subdev-02124934.png

Usage:

The graphical view can be used as optional view of a single device, presenting the relations from this device to related sub and root devices. The graphical view is available as optional button link in the device list with each device entry, in the call list (when there is a device-reference) and in the device detail.

Behavior of ­ "Graphic"-button

When clicking on the "Graphic" button within a row of the device or call list or the device detail form, the graphical view of this device is displayed in a new browser window.

Graphic buttons in the standard device list

SD ReleaseNotes V5 2-033-01131909.png


The graphic button in the device master data form

SD ReleaseNotes V5 2-MasterData-02124945.png


The customer specific "Open Calls" list (Demo Account) containing graphic buttons for each call referenced to a device

SD ReleaseNotes V5 2-034-01131913.jpg


Behavior ­ ofthe graphical device map

The device map is displayed in a new browser window or tab (depending on the browser settings).

Graphical view having the "3COM Switch" in focus, the sub devices expand to the right

SD ReleaseNotes V5 2-3COM-02124956.png

The device itself is in the focus of the graphic and highlighted by color. The related root devices expand to the left, the related sub devices expand to the right. When clicking on one of the device "boxes", the selected device will be set as new focus device and a new graphic will be displayed.

SD ReleaseNotes V5 2-Optiplex-02125005.png


By clicking on the "OptiPlex", the device moves it into focus.

The text content of the device boxes can be set using a customer specific setup. A standard setup displaying ShortName, CIClass, Name, Manufacturer, Type/Model and Serialnumber is used as default.

Availability and licensing

The function is available for all users and all licenses.

Standard setups

  • A standard setup for the text content is provided
  • The "Graphic" button is customized and available in the device list standard setup and the device detail standard setup.

Customer specific setup

Device list

  1. To include the "Graphic" button in a customer specific device list setup, go to BasicData/MyCompany/.../Setups/Devices/DeviceList.
  2. Select the desired setup and add the attribute "ViewGraphic" to the setup. The parameter "GraphicSetup" should contain the setup used for the text content of the device boxes. As default value, the setup "Standard" is used.

Device detail

  1. To include the "Graphic" button in a customer specific device detail setup, go to BasicData/MyCompany/.../Setups/Devices/DeviceDetail.
  2. Select the desired setup and add the attribute "ViewGraphic" to the setup. The parameter "GraphicSetup" should contain the setup used for the text content of the device boxes. As default value, the setup "Standard" is used.

Call list

  1. To include the "Graphic" button in a customer specific call list, go to BasicData/MyCompany/.../Setups/CallSystems/.../CallSetups/Calls.
  2. Select the desired setup and add the attribute "ViewGraphic" to the setup.
  3. The parameter "GraphicSetup" should contain the setup used for the text content of the device boxes. As default value, the setup "Standard" is used. The Graphic button is only displayed if a device is referred to the call.

DeviceGraph ­ text content

  1. To build a customer specific setup for the text content of the device boxes in the graphical map, go to BasicData/MyCompany/.../Setups/Devices/DeviceGraph.
  2. Copy an existing setup or add a new setup and add the attributes you want to display in the device boxes.

Subject Template

With the new release, the content of the Email subject can be defined in the XSL template.

Use case:

When sending emails from the call detail, the user has the option to use prepared templates. In this case, the subject email can also be defined by the selected template. Thus the text in the email subject will contain exactly the information the receiver needs.

Usage:

When sending an email from the call detail, the user may select a template. If the template contains a definition of the email subject text, this text will be used automatically.

SD ReleaseNotes V5 2-035-01131918.png


Mail subject will be generated automatically using the XSL template. Otherwise, the default text (CallID) will be set into the email subject.


Behavior: To include an email subject definition into a XSL template, you should insert a xsl-template-tag with the name "Subject":

XSL-Template including a "subject"-template (bold)

<?xml version="1.0" encoding="UTF-8"?>
<xsl:stylesheet xmlns:xsl="http://www.w3.org/1999/XSL/Transform" version="1.0">
<xsl:template name="Subject">
SolveDirect Ticket #<xsl:value-of select="ID" />
</xsl:template>
<xsl:template match="<span class="highlight" rel="SD">SD</span>.call">
<<span class="highlight" rel="SD">SD</span>.call>
<xsl:call-template name="CALL" />
</<span class="highlight" rel="SD">SD</span>.call>
</xsl:template>
<!-- ====================== CALL - Template ============= -->
<xsl:template name="CALL">
<xsl:value-of select="CallStates/Name" />
Customer:
-------------------------------------------------------------
Name: <xsl:value-of select="BPOrganizationsCUS/Name" />
Provider:
-------------------------------------------------------------
Name: <xsl:value-of select="BPOrganizationsSPR/Name" />
Call
-------------------------------------------------------------
CustCallID: <xsl:value-of select="CustCallID" />
SDCallID: <xsl:value-of select="ID" />
SPCallID: <xsl:value-of select="SPCallID" />
Caller:
-------------------------------------------------------------
Name<xsl:value-of select="CallerFirstName" />
Message:
-------------------------------------------------------------
Remarks:
<xsl:value-of select="Remarks" />
Description:
<xsl:value-of select="Description" />
</xsl:template>
</xsl:stylesheet>
<!-- ========================== ENDE ================= -->

Availability and licensing

The function is available for all users and all licenses.

Setup

There is no specific setup necessary.

Databroker

Upload ValueList for Extension Fields

With the new release, it is possible to upload data into the tables CallExtensions, UserExtensions, LocationExtensions and DeviceExtensions using the manual "upload" functionality in the list setups and also using the DataBroker functions.

Use case:

In some cases, the values in Call, User, Location and DeviceExtensions should be imported from other data sources or data bases. In these cases, it is necessary to use upload functions to import those values manually or automatically.

Usage:

The upload (and download) function links are used to import and/or export values in extension fields.

Upload and download function link for extension fields

SD ReleaseNotes V5 2-036-01131922.png


The upload can be done manually or automatically. The data should be a CSV format file or a XML format file.Uploading data manually is done by selecting a file from the local files system of the login user. Uploading data automatically is done by sending an email with the upload data as attachment to the ServiceGrid upload mailbox.

Behavior: ­ manual upload

After the "Upload" function link has been clicked, the upload wizard is displayed and the file should be selected.

Upload wizard for extension fields

SD ReleaseNotes V5 2-037-01131926.jpg


After the successful file selection, a number of additional parameters can be set.

Setting the upload parameters

SD ReleaseNotes V5 2-038-01131931.jpg


The parameter "Delete all entries" is used to delete all existing records before the new data values are inserted.

Behavior - DataBroker

Using the DataBroker, an upload profile can be created to store the parameters for periodical uploads.

Creating an upload profile in the DataBroker

SD ReleaseNotes V5 2-CreatingUploadProf-02125018.png


Availability and licensing

The function is available for all users and all licenses. The DataBroker functions are only available when SD.DataBroker is licensed.

Setup

There is no specific setup necessary.


SD.cockpit

Usability - Inherit rights

With the new release, it is no longer necessary to define the permissions for cockpit groups with each single cockpit group. It is possible to define permissions on the top (company or group) level and hand them over to their sub groups.

Use case:

When defining the same permissions for many cockpit groups, it is much easier to set those permissions once at the top (company or group) level. Furthermore, when changing the permissions at the top level, the changes will also be valid for all sub groups.

Company master data including the function link for permissions as default for all cockpit groups
SD ReleaseNotes V5 2-CompMasterDAta-02125026.png


Usage:

Permissions can be set at Company level or at cockpit group level as default for all sub cockpit groups.Within each cockpit group a flag is available to define, if permissions shall be inherited from the top or if the group has its own permission settings.

Behavior:

If permissions are set arn company level or atcockpit group level, these permissions are valid automatically for all sub groups having the flag ",InheritPermission" set to "true".

Setting the permissions on company level per organization

SD ReleaseNotes V5 2-039-01131935.png


If the flag "InheritPermission" is set (true), the permissions of the top cockpit group (or company) will apply (inheritance from top to bottom).

Setting of the "InheritPermission" flag in the cockpit group master data

SD ReleaseNotes V5 2-040-01131939.png

If there are no permissions defined on top or company level, the cockpit group has also no permissions.The function link "View permissions" in the cockpit groups is only enabled when the flag "InheritPermission" is not set (false).

Availability and licensing

The function is available for all users and all SD.cockpit licenses.

Setup

There is no specific setup necessary.

To use the new feature one should to set the permissions and inheritance flags as described above.

Quarterly Reports

With the new release, the quarter (4 x 3 month period within a business year of a company) can be used for selection or grouping of call data.

Use case:

Call lists and business graphics can be generated using "quarter" as reporting period for CallOpenTime, CallRecoveryTime and CallCloseTime instead of or additionally to year, month, week, weekday, hour and minute.

Usage:

Three new fields are available within call list setups:

  • CallOpenQuarter
  • CallCloseQuarter
  • CallRecoveryQuarter

Quarter of the call open in a call list

SD ReleaseNotes V5 2-041-01131944.png

The fields contain the quarter (Q1, Q2, Q3 or Q4) of the Open, Recovery and CloseTime of the Call. The fields can be used for selection and grouping.

Behavior:

The value of the fields (CallOpenQuarter, CallCloseQuarter, CallRecoveryQuarter) is calculated in realtime when processing a call list from the specific date fields in the database. Using the standard (default) settings, the quarters are defined as follows:

  • Q1: Jan-Mar
  • Q2: Apr-Jun
  • Q3: Jul-Sep
  • Q4: Oct-Dec

If a company has another setup of quarters, the BusinessYearStartMonth can be set as parameter in the Company master data. The business year start month is the first month of the first quarter of the business year. The quarters are then set accordingly.


Please note that business year start month is set to January in the demo account company in the following image.

SD ReleaseNotes V5 2-042-01131948.jpg


The number of calls per quarter viewed as business graphi:

SD ReleaseNotes V5 2-043-01131953.jpg


The number of quarters per year is always four and the number of months per quarter is always three. The valid business year start month for processing a call list is always taken from the login users root company.

Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Setup

  1. If a company-specific start month for the first quarter is to be define, go to BasicData/MyCompany/... to change the business year start month. The default value is January.
  2. To use one (or all) of the new "quarter" fields in a call list setup, go to BasicData/MyCompany/.../Setups/CallSystems/.../CallSetups/Calls.
  3. Select the desired setup and add the desired attribute (CallOpenQuarter, CallCloseQuarter, CallRecoveryQuarter) to the setup.

Date Split CallRecoveryTime

With the new release, the CallRecoveryTime is also available and divided into the parts Year, Month, Day, Hour, Minutes, Week, Weekday and Quarter, enables to select and group using one of these parts and to generate reports and business graphics.

Use case:

In some cases, the recorvery time may have the same (or even greater) importance than the CallOpen or CallCloseTime. In this case, it may be valuable to generate reports having the recovery time in focus.

The call recovery time elements year, quarter, month, day, hour, minute, week and weekday:

SD ReleaseNotes V5 2-044-01131957.png


When using the call list setup as basic data view in the SD.cockpit, the new fields can be used for generating grouped lists and business graphics.

The number of calls recovered per weekday viewed as business graphics:

SD ReleaseNotes V5 2-045-01132248.jpg


Usage:

Within a Call list setup, the following fields can be used as part of the CallRecoveryTime:

  • CallRecoveryYear
  • CallRecoveryMonth
  • CallRecoveryDay
  • CallRecoveryHour
  • CallRecoveryMinutes
  • CallRecoveryWeek
  • CallRecoveryWeekday
  • CallRecoveryQuarter

When using the call list setup as basic data view in the SD.cockpit, the new fields can be used for generating grouped lists and business graphics.

Behavior:

Selection and group-by can be used for all the new fields.

Availability and licensing

The function is available, but initially disabled for all users and all licenses.

Standard Setups

There are no changes in the standard setups.

Setup

  1. To add one of the new fields to a call list setups, go to BasicData/MyCompany/.../Setups/CallSystems/.../CallSetups/Call.
  2. Select the desired setup and add the desired attribute (CallRecoveryYear, CallRecoveryMonth,...) to the setup.

SD.bridge

Using Note types

With the new release, the type of a note is available as outbound field. They can also be used in inbound messages.

Use case:

Notes are used to document additional information, questions or hints to calls without using the workflow pattern. It may be useful to distinguish between notes from or for the customer, the service units or between different levels of the support organisation.

Usage:

When using notes and note types, the shortname of the type of the note can be provided as additional information to the receiver. Also the field can be used to disable sending certain note types.

Behavior:

The following fields are available as outbound fields and can be used within outbound templates:

/SD.call/Notes[]/@Type (=ShortName of the note)

Example - Inbound Template:

<Calls.CallNotes Type="T1">Konverter Notiz T1</Calls.CallNotes>

Example ­ - Outbound Template:

<xsl:for-each select="/<span class="highlight" rel="SD">SD</span>.call/<span class="highlight" rel="Notes">Notes</span>">
<xsl:value-of select="@Type" />
</xsl:for-each>

ServiceGrid License Management

Actual and contracted licenses

With the new release, a calculation and comparison function is used to count the actual and contracted licenses per license code.

Use case:

Due to a variety of different license agreements for the different ServiceGrid customers in terms of users, modules and features, an automatic counting of license elements and used products should be applied.

Usage:

The automatic license count function is an internal function used by ServiceGrid business operations.Each company is referred to a unique license code, which defines the license agreement in terms of user licenses, modules and features.The license code itself is created by ServiceGrid. As a ServiceGrid administrator, you will find the license code in the Company master data.

License code (demo account) in the Company master data

SD ReleaseNotes V5 2-LicenseCodeDemo-02125040.png


If there are any questions regarding your license agreement, please contact your ServiceGrid sales representative and refer to your license code.

Security

Password Security

With the new release, the password will no longer be displayed in symbols (asterix), when changing the password.

Use case:

Due to security reasons, the password or its length shall not be visible for any user.

Behavior:

When changing a user's password, the 2 password fields are initially empty. The user should type in the new password in both fields.

Changing the password of a user

SD ReleaseNotes V5 2-PWDChange-02125049.png
If no new password is entered, the old password stays valid.

Availability, setup and licensing

The function is mandatory for all users and all licenses. No additional setup procedure is necessary.


Functionports

Data object CallAdditionals

With the new release, an additional data object "CallAdditionals" as extension to the Call data is provided. This data object can be used to query data from other applications through UserExit procedures. The data can be accessed as a list from the Call detail.

Use case:

In some cases, external data and functions should be integrated in the workflow. UserExits are used to query data from other applications (e.g. SAP) through SOAP requests. The retrieved data (e.g. spare parts order data) should be referenced to the call and should be accessed from the call detail.

Usage:

To use the data object "CallAdditionals":

  • The table should be created in the CallSystem.
  • A UserExit procedure should be implemented.
  • The field "CallAdditionals" should be displayed in a call detail form

Using the detail button to display the CallAdditional list:

SD ReleaseNotes V5 2-046-01132010 1.png

To access the data from the call detail form a new field "CallAdditionals" is available in the Call detail:

  • The (optional) search button triggers the UserExit.
  • The (optional) detail button displays the content of the data in the right side frame as a list.
  • The used list is configurable.

Behavior ­ of the CallAdditionals table

The new data object is a database table consisting of fixed fields and 64 configurable fields.

  • objID: the internal ID of the record
  • FunctionPort: the function port procedure that created the record
  • cal_id: the Call ID of the Call the record is referred to.
  • bpo_objid: the ID of the Organization referenced to the Call as customer or provider that created the record
  • EditTimeUTC: the timestamp of creation
  • edi_objid: the ID of the user that created the data via a UserExit-FunctionPort
  • PosNr: the position number of the record within the call
  • IsActiv: a flag defining if the record is valid (active) or not
  • Field1..Field64: an array of up to 64 configurable fields

Creating a new CallAdditional list setup

SD ReleaseNotes V5 2-047-01132014.png
Behavior of ­ the UserExit function

The implemented UserExit function will ­ when triggered, access the target application (e.g. through a SOAP request) and store the received data in the CallAdditionals table.


Behavior: ­ Call detail setup

The behavior of the new function depends on the implemented UserExit function and the setting of the field "CallAdditionals" in the call detail form.The behavior of the field "FunctionPort" is controlled through its parameters:

  • Label: The label of the field will also be used list titles.
  • DefaultValue: The DefaultValue may contain the name of the customer specific implemented UserExit procedure. If there is no UserExit name in the field the detail button and the search button are not displayed.
  • HasDetailButton: The detail button displays the content of the data in the right side frame as list.
  • HasSearchButton: The (optional) search button triggers the UserExit
  • Setup: A list setup has to be selected.


Setting the parameters of the call detail field "CallAdditionals"

SD ReleaseNotes V5 2-048-01132019.png

The number of data records already referred as CallAdditionals is displayed as number in the field "CallAdditionals".

Availability and licensing

The function is available within the FunctionPort licenses.

Setup

To setup the function. follow these steps:

Step 1:Create a setup for the CallAdditions list: Go to BasicData/MyCompany/.../Setups/Callsystems/.../Callsetups/CallAdditional/ and create a new setup.
Step 2: Insert the field "CallAdditional" in the desired call detail setup: Go to BasicData/MyCompany/.../Setups/Callsystems/.../Callsetups/CallDetail and
Step 3: Select the setup you want to use and add the attribute "CallAdditionals". Set the field parameters as needed.

Standard Setups

There are no standard setups.


Examples:

Creating a new CallAdditional list setup

SD ReleaseNotes V5 2-049-01132023.png

Using the detail button to display the CallAdditional list

SD ReleaseNotes V5 2-050-01132100.png


Upcoming Release Plans

The following functions are planed for the upcoming releases:

  • SD.dialog ­ Wiki content management
  • SD.dialog ­ Service blogs

Please note that this is a preview and changes to the functions and features in the release might occur.


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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