ServiceGrid Article - Cisco ServiceGrid Release Notes V5.5

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Contents

Overview

This release notes describes the new functions of the Cisco ServiceGrid Release Version 5.5. The following items are covered in this document:

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

New Functions in this Release

New functions are introduced in the Fall 2010 Release Version 5.5 on 26th of September 2010 to all customers using the ServiceGrid main platform (sdcall.solvedirect.com). All customers running their own inhouse infrastructure or on a ServiceGrid partner infrastructure have different release dates. These updates occur after the update of the ServiceGrid main platform. Please contact your implementation partner for the 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 the platform.
  • Some functions will be 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 customized system.

Summary

  • SD.dialog - Web 2.0/Chat
    • Collaborative Service Knowledge Management
    • Informal communication between users
  • SD.calendar
    • Dispatch View - Drag and Drop dispatching
    • Call detail dispatching
    • General schedule management (holidays, trainings, workshops, and so on)
    • Workflow integration
  • SD.inventory
    • Baseline Devices
    • Display masterdata of devices in devicetype specific setups
  • SD.basicdata
    • Password policy extensions
    • User aliases

New Features and Functionalities

  • Licensemanagement
    • Licenseletter
    • BridgeBuilder, Workflowbuilder
    • Userpermissions
  • Usability
    • Common Errorpages
    • Hide/Display filterpanel of lists

SD.basicdata

Password Policy

Changing Password

To increase security, you must also enter your current password if want to change your password.
V5 5ChangePassword-15154720.png
This does not effect changing passwords of other users if you have the right to edit other users.


New Flag in Password Policy

New Flag: LoginnameNotPartOfPasswordFlag 
V5 5PasswordPolicyNewFlag-15131751.png
This flag means that the password may not contain the loginname. The check is not case sensitive. Example: Loginname: BWalter - The password may not contain either BWALTER nor bwalter. For example MyPwdIsBWALter would not be a valid password.

$ signs are treated specially: all $ signs are stripped and then the same test is done. So a user with loginname $ff may not contain ff in the password.


Display Password Policy Settings on Changing Passwords

V5 5DisplayPasswordPolicy-15131821.png
If you change your password, you will find information about the user password policy below the password field. You will only see the settings that are enabled and important to know to enter a new password. If no password policy settings are enabled, you will see "No password policy settings active!"

If you edit a user's password through Password and Permissions, you will also have the information about the password policy. You would not have have this information if you add the user table fields Password1 and Password2 to a user detail formula to change a user password. You will find this information if you change your own password, change it through the menu Password and Permission or if you are forced to change your password immediately after login.

V5 5ChangePasswordShowPolicyInfo-15130233.png


New Fields in User Table

  • CreationTime - The date/time the user was created. It is empty if the user was created before SD version 5.5.
  • DeactivationTime - The date/time a user was manually deactivated by editing or by an upload. This timestamp will not be set, if the user is deactivated (for entering too many wrong passwords). The DeactivationTime will only be set if the isActiv flag changes from 'Y' to 'N' in manual editing.
  • FirstLoginTime - The date/time the user logged in the very first time. This timestamp does not change anymore at later time. This is only set if the user logs into the online interface. It is not set if the user logs in using "Login As" or through webservice.
  • LastLoginTime - The date/time a user logged in the last time. This is only set if the user logs into the online interface. It is not set if the user logs in using "Login As" or through webservice.
  • MustChangePasswordOnNextLogin - If 'Y', the user will be forced to change his password on the next login.
  • CostCentre - A textfield where you can store the cost centre of an user. This field can be added to devicelist setups also.

All of these fields can be displayed in user lists and user detail setups. The timestamps are read only. The MustChangePasswordOnNextLogin flag can be changed by any user who is able to edit a user.The MustChangePasswordOnNextLogin and CostCenter are uploadable. There are other new fields such as SkypeName, explained in the following sections.

Alias Login Users

The Administrator can define an "Alias User Login List" for each user in the system who is able to login. If such a list is defined for a user, he can switch the user without entering the password.

Define the Alias User Login List

Aliasuserlogin userdetail-16071735.png

If the Administrator clicks the user list on a user, and this selected user is able to login (Permission-group <> "No Login" and isActiv is true), he will have a new menu entry in the left menu table. Clicking this menu entry allows the Administrator to add or remove persons from the alias user login list of the selected user.

Enable the Alias User Login List

If an Administrator has defined an alias user login list for a user, 'this user is not able to use this list before a "Login As Setup"' is defined for him in his user detail settings.

Aliasuserlogin userdetail edit-16073602.png

If such a setup is defined an user logs in, a new icon appears at the top of the window.

Aliasuserlogin newicon-16074023.png

Clicking this icon displays a user list with all enabled alias user. Clicking one of the users allows the user to login as the selected user.

Devicewarranty fields in CallDetail

The following five fields are available as read-only for displaying in Call Detail setups:

  • MainCompWarrantyStart - Warranty start time for the selected device.
  • MainCompWarrantyEnd - Warranty end time for the selected device.
  • MainCompWarrantyName - Warrantytype name for the selected device.
  • MainCompWarrantyShortname - Warrantytype shortname for the selected device.
  • MainCompWarrantyNames - Warrantytype shortname combined with the name for the selected the device.

SD.inventory

BaselineDevices

A new Flag "Baseline Device" has been added to the device master data. This flag defines if the Device is a baseline device or not. It can be added to:

  • DeviceListSetup
  • DeviceDetailSetup
  • Upload and Downloadsetups for Devices

Baseline devices (devices where the flag mentioned above is active) still have the mandatory fields, SLA and location. But these fields do not have any further relevance. This means that whenever a Baseline device is added to a call in the online interface, the data of Location, Owner and SLA will not be taken over into the call.

The functionality of the converter has not been changed. A new Flag "DisplayBaselineDevices" is added to the master data of the SDcall.DeviceList. This flag defines whether baseline devices will be filtered out (not displayed) or not by the SDCall.DeviceList.

If the flag is set, then filtering of the following fields will not be done for BaselineDevices:

  • Owner
  • Location
  • Customer
  • Provider
  • SLA

Search functionality is added for the Subcomponent in the Call detail. A search button for the subcomponent field is now available. In this way, the baseline device (Example: software) can be selected as subcomponent and the device (Example: desktop or hardware) can be selected as main component.

New User Field in DeviceList/DeviceDetail

There are four new fields in the DeviceList and DeviceDetail setups:

  • OwnerPIN
  • OwnerSign
  • OwnerRoom
  • OwnerCostCentre

These fields are readOnly and show the PIN, sign, room and cost center of the device owner and have only information character.

DeviceDetailSetup in DeviceTypes

To open devices with a fitting detail setup, it is now possible to set a default detail setup for the device-types.

Setup
In the DeviceTypes list, you will find the new column "Setup" in SD.inventory / Device Types / [DeviceType] / Change device type master data. At the end of the master data form, a selectbox is added. You can choose a DeviceDetailSetup. The choice is from all of your defined setups and the SD standard setups. Select the setup that fits your Device Type and click "Save". If no setup is selected, the device detail works as before. Therefore, the behaviour of the device detail will not change for those who do not use this function.
V5 5DevTypeSup3-15131923.png
The setup connection can be uploaded by using the shortname of the setup.

Device Detail

When you choose a device from a device list, its device type is checked. If there is a DeviceDetailSetup connected to it, the device is opened with this setup. You can still change the setup with the setups selectbox or by clicking on a setup name in the tree: SD.inventory / Devices / Create new device. The form for creation of new devices is still opened with the standard setup and defined for the permission group of the logged user. When you select a device type that has a DeviceDetailSetup connected to it, the form will be changed according to the connected setup. No data is lost by the reloading of the form, if the fields that have been given a value are available in both setups. If you use this function, it is recommended to select the device type before entering other data of a new device.

SD.call

Organizations Country Name in CallList/CallDetail

There are two new fields in the CallList and CallDetail setups:

  • CustomerOrgCountryName
  • ProviderOrgCountryName

Now you can see the country name of customer or provider organizations. These fields are not editable and have only information character.

New Fields in Organization

Two new fields have been made available in Organization:

  • /BPOrganizations/Url
  • /BPOrganizations/UrlName (Display name for the Url, will be a link in non-edit mode pointing to the Url specified by /BPOrganizations/Url)

Snapshot url field in organization master data-22090125.png

These two fields can also be displayed in call detail for the customer and the provider organization. The related fields are:

  • /SD.call/BPOrganizationsCUS/Url
  • /SD.call/BPOrganizationsCUS/UrlName
  • /SD.call/BPOrganizationsSPR/Url
  • /SD.call/BPOrganizationsSPR/UrlName

An example for the usage of the new fields is shown in the following image:

Snapshot organization url name in call detail-22090108.png

In the example above, only the UrlName is used, because it is rendered as a link pointing to the URL specified in the underlying URL field.

Extended Fields Available in CallHistory

After release 5.5, it is possible to add extended fields into callhistory setups. The existing extended fields are now listed in the attribute list of the callhistory Setup. To add extended fields to a callhistory setup, following steps are necessary:
Step 1: Navigate to the detail view of the CallHistory setup
Step 2: Select the Add Attributes function.
Step 3: Choose the extended fields from the list of attributes
Step 4: Click Submit. set SeqNr, GroupHeader, DisplayOnlyIfChanged, HasLabel for the extended fields are optional.

After these steps, the extended fields will appear in the callhistory.

Contract Element Search restricted to Current Contract

You now have the possibility to restrict the SLA selection to the current contract of the call in calldetail . Until now, all contract elements were displayed in the selection list which belongs to contracts for the same customer and provider organization that are assigned in the call. To restrict this list to only the contractelements which are assigned to the contract of the call, you must set the default value of the field /Contracts/ID to "CallValue" in the setup administration of the SDCall.ContractElement Setups.

V5 5ContractElementSetup-16091235.png

Customer Specific Categories

The administrator is able to define category trees and assign them to different customers. Depending on which customer is selected in a call, the corresponding tree is shown. The selection of the category is saved in fields. The tree is either displayed if a call action that is connected with a customer specific category tree is selected or if a call additional field is present in the Call Detail setup and the selection button is clicked.

CustSpecCategoriesCallAdditionalsCallDetailFormWithTree-31094448.png

Call Detail Setup with Call Additional field:

V5 5CustSpecCatTreeSelect-15132210.png


SD.databroker

Encoding for Upload and Download

The available character encoding for upload and download are extended to Windows-1250 and Windows-1252. This encoding is used by Microsoft Excel when loading and saving CSV files. If you want to open, or edit CVS with Excel, then you should use one of the new encodes (depending on your Windows settings). Additionally, the user interface for downloading has been changed a little bit. From now on, you can only see the components whose values are needed for the current file format.

File Format

CSV        V5 5snapshot download csv-15132419.png
XLS        V5 5snapshot download xls-15132425.png
XML        V5 5snapshot download xml-15132431.png

Additionally the file extension is changed automatically when switching to another file format.

New Flag CreateListPerReceiver in Scheduler

When a scheduler is executed, the list will be generated once and all receivers of this scheduler will get this list. If you want to create for each receiver his own list, you must set the new flag CreateListPerReceiver. In this case, the data will be selected from the database for each receiver. This flag is useful if the filtervalue LOGGED_USER is used in the setup and it will allow sending every receiver his own data (e.g.For example, appointment list for technicians).

V5 5ReportScheduler-15154809.png

This flag has been implemented for schedulers based on list setups and is not available for the destinations Webservice or File.

Centralized Upload Function

Now it is possible to execute all allowed uploads from one place. In SD.databroker, an upload function has been implemented, with which you can start all uploads you are allowed to execute.

V5 5Upload-15163628-1100px.png

After clicking this link, a selectbox with all possible data objects is displayed.

V5 5Upload2-16085311.png

The upload wizard will be started by clicking the Next button.

SD.calendar

Overview

With this release many changes and improvements have been implemented in the module SD.calendar.

  • The calendar form is displayed within the application instead of a new browser tab/window.
  • A new dataobject Appointments has been created instead of using activities.
  • Calendar functions, like creating a new appointment or assigning a technician, have been integrated into the workflow of a call.
  • The layout of the calendar form and the user data that is displayed can be adapted to your demands by administrators.
  • General appointments like holidays, meetings, workshops can be created as well.

The calendar is available on three places:

  • in the Dispatch view
  • in the right frame of calldetail form
  • as an individual entry in the Topmenu

Calendar View

The calendar view contains 5 panels:

  • Filter panel for technician selection
  • Filter panel for appointment selection
  • Technician data panel
  • Calendar Navigation panel
  • Calendar panel

V5 5CalendarView 2-16180124-800px.png


Filter panel for technicians In this panel, the columns that can be used to filter the technicians are displayed. This panel can be customized in the Filter List setup administration. All user fields are available for usage as filter columns. If you want to change your calendar view, you can select another setup in the setup combobox.

Filter panel for appointments In this panel, the filter columns that can be used for selecting the appointments are displayed. At the moment, the columns AppointmentType and SDCallID can be used. The filter columns that are included are defined in the Calendar View setup. After changing the filter values. you must click the Refresh button to execute a new selection of appointments.

Technician data In this panel, the master data of the selected technician is displayed. These fields are defined in the TechnicianFields setup and user fields can be used as well. It is also possible to add the queues and skills of the technician. This information is displayed in a second and third row beneath the master data of the technician.

Navigation panel In this panel, the buttons are displayed:

  • Scroll buttons for changing time frame. 
  • Buttons for changing the time period (Day/Week/Month).
  • Popup calendar for selecting a specific date.
  • Sliders for changing the height of a calendar row and changing the width of a calendar column (Hour/Weekday/Day).

Calendar panel In this panel, the appointments of all selected technicians are displayed. Each appointment is shown as a bar and bars can be displayed in different colors. The color depends either on the callstate or on the type of the appointment. At first, the color of the appointment is used. If the callstate doesn't have a color, or if the appointment doesn't belong to a call, the appointment is displayed in the color of the appointmenttype. In addition to this, the color of the border of the bar can be displayed in the current color of the SLA of this call. The subject of the appointment is displayed within the bar. If there is no subject defined, the type of the appointment will be used as the text of the appointment.
V5 5CalendarView 1-17065321-1100px.png

Calendar Functions

Within the Calendar, several functions are available:

  • Create a new appointment assigned to a call
  • Create a new general appointment
  • Move appointment to another technician and/or to another time
  • Change the duration of an appointment
  • Delete an appointment
  • Change subject, type and remarks
  • Assign the technicians of one or all appointments to the call
  • Change the state of a call
  • Switching between 3 periods:
    • Day: 24 hours are displayed. If you want to display only the working hours of your company you can configure the WorkingStart and the WorkingEnd time in the CalendarViewSetup
    • Week: one week is displayed
    • Month: 30 days are displayed
  • Shifting the time frame forward and backward
  • Select a special day
  • Display detail information about the appointment, the call or the technician
    • Appointment Tooltip
    • Appointment Popup
    • Calldetail Popup
    • Techniciandetail Popup


Shifting the time frame forward and backward
V5 5calendarnavigation-17162231.png

The different scroll buttons have these functions:

Period
|<<
<<
<
>
>>
>>|
Day
1 week backward
24 hours backward
1 hour backward
1 hour forward
24 hours forward
One week forward
Week
1 month backward
1 week backward
1 day backward
1 day forward
1 week forward
1 month forward
Month
1 month backward
1 weekbackward
1 day backward
1 day forward
1 week forward
1 month forward







During switching of the time period, the first displayed day will not be changed. The new view will start with the same day as before. In the day view, one can navigate to a specific hour by clicking on the corresponding link in the calendar's header. In week and month view, one can navigate to a specific day this way.



Select a special day
V5 5selectoneday-17160733.png
If you want to display a special day in the calendar, you can enter a date into the date field or you can open the popup calendar where you can select the requested date. When clicking the Today button, the current day will be displayed as first day in the calendar.



Appointment Tooltip


V5 5AppointmentTooltip2-19153032-1100px.png

The tooltip will be opened automatically after the mouse cursor stays a few seconds within an appointment bar. Clicking on the technician or the SDCallID will open the Techniciandetail Popup or the Calldetail Popup, respectively.


Appointment Popup

V5 5AppointmentPopup2-17163456-1100px.png

The popup window of the appointment can be opened by clicking into the appointment.



Calldetail Popup

V5 5CallPopup2-17163007-1100px.png
The popup window with the call detail data can be opened by clicking on the SDCallID in the appointment popup or in the appointment windo.



Technician Detail Popup

V5 5TechnicianPopup2-17163313-1100px.png
The technician popup will be opened by clicking on the data of the technician.

Drag and Drop Dispatching

In the dispatch view, you can create an appointment for a call by dragging the call from the call list and dropping it in the calendar. If your tenant has licensed the module SD.calendar, the dispatch view can be opened by clicking the menu entry Dispatching in the SD.call menu. The dispatchview of the user or of his permissiongroup is used by default. The call list will be displayed on top of the page; the calendar is shown on the bottom. The call list setup and the calendarview setup that is used can be customized in the dispatchview setup.

800px-V5 5CalendarView 3-17100327-1100px.png

Now you can drag a call by clicking on the SDCallID, move the cursor into the calendar panel and drop the call where you want to create the appointment. After dropping the call, the appointment data will be displayed in a popup window, but this can be disabled in the dispatch view setup and in that case, the appointment will be saved after dropping the call automatically. The duration of the appointment can also be customized in the setup. It is also possible to assign the technician to the call when the appointment is saved.

V5 5CalendarView 4-17101301-1100px.png

CallDetail Dispatching

V5 5CalldetailDispatchView-19154116-1100px.png

  • The calendar can be opened in the right frame of the call detail by clicking the calendar tab.
  • The calendar can be set as default and will be displayed automatically when the call action is executed.

Appointment Overview in Topmenu

You can mark a calendarview setup to be used as menu entry in the top menu. If you want this calendar to be only an overview, it is possible to set this calendar read-only so that no appointments can be created or changed.

V5 5CalendarTopmenu-19195012-1100px.png

In this calendar view only general appointments like holidays, meetings, workshops and so on. can be created. It is not possible to create appointments that belong to a call.

Workflow Integration

Three calendar functions have an effect to the workflow of the call:

  • Create a new appointment
  • Assign the technician to the call
  • Delete an existing appointment

Create a new appointment

When an appointment has been created by drag and drop, the state of the call can be changed. While the appointment is saved, a callstate will be searched which has set the flag SetWhenAppointmentCreatedFlag and which is configured as a successor state of the current callstate of the call. If such a callstate has been found, the call will be switched to this state and the assigned callaction of this successor will be executed. This means that the default values of the calldetail form of this callaction will be copied into the call and that all mandatory fields of this calldetail form will be checked. The text Callstate has been changed because an appointment that has been created will be copied into the remarks field.If the appointment is created in the calldetail view, the callstate cannot be changed. In this case, the state will change because a callaction has been selected before.

Assign the technician to the call

The technician of an appointment can be assigned to the call in different ways:

  • Clicking the Assign technician link in the appointment tooltip.
  • Clicking theAssign technician button in the appointment popup window.
  • Clicking the Assign technicians button in the calendar navigation panel.
  • Automatic assignment after creating a new appointment in the dispatch view (only if this behavior is customized in the dispatch view setup).
  • Automatic assignment when an appointment has been created in the Calendar of the calldetail. This function cannot be deactivated and will be executed anyway.

The level to which the technician will be assigned is determined in two ways:

  1. If a queue is selected in the calendar filter, the technician will be assigned to the level of the queue.
  2. Otherwise, the technician will be assigned to the level of the current state of the call.

In addition  to the assignment of the technician, the queue can also be assigned to the call. In case the calendar is restricted to a queue, this queue will be inserted into the call. Next, the state of the call can also be changed by the assignment. To this, a successor state should exist where the flag SetWhenTechnicianAssignedFlag is set. If such a callstate can be found, the call will be switched to this state and the assigned callaction of this successor will be executed in the background. The text Callstate has been changed because a technician that has been assigned will be copied into the remarks field. If the assign function is executed in the calldetail, the current call will not be saved after the assignment has been done.

Delete a existing appointment

When an appointment ise deleted, a successor state will be searched which has set the flag WhenAppointmentDeleteFlag. If such a callstate is available, the call will be changed to this state and the assigned callaction of this successor will be executed in the background. The text Callstate has been changed, because an appointment that has been deleted will be copied into the remarks field.

Notifications

After a call has been updated due to an action in the calendar (creating a new appointment, deleting an appointment or assigning a technician), the data of the current appointment can be included in the outbound message. The following XML structure will be provided:

<CallData>
...
<Appointment>
<StartTime></StartTime>
<EndTime></EndTime>
<BPPerson>
...
</BPPerson>
<Subject></Subject>
<Remarks></Remarks>
<AppointmentType>
<ShortName></ShortName>
<Name></Name>
<SeqNr></SeqNr>
<ColorCode></ColorCode>
</AppointmentType>
<Appointment>
...
</CallData>

In general there are 2 reasons to send a message to a technician:

  1. If a technician has been assigned to a call.
  2. If a technician has been removed from a call.

Assigning a technician

For this use case, the trigger type When technician selected should be used.

Removing a technician from a call

To inform a technician when he is no longer assigned to a call, the new triggertype When technician removed has been implemented. A trigger with this type will fire, if the technician of a call has been changed or removed. If Technician or TechnicianContact has been defined as the receiver, the message will be sent to the technician or to the contactperson of the technician, who has been removed from the call.

V5 5NewTriggerType-19201317.png

It is not possible to send notifications based on the creation, moving or deletiong of appointments within the calendar.

Displaying Appointment Fields in Call List

All appointment fields can be added to a call list setup.

V5 5AppointmentFieldsInCall-19171247-1100px.png

V5 5AppointmentList-19173451-1100px.png
If more than one appointment exists for a call, this call will be displayed multiple times.

Appointment List per Technician

If you want to create an appointment list for each technician you must customize a call-list which contains the appointment fields.

V5.5FutureDefaultValues-19174720.png
The new default values of StartTime and the EndTime fields are implemented to be able to create a list with the appointments in the future. At the moment these values can be selected:

  • Today
  • Tomorrow
  • Next week
  • Next month
  • Next 3 month

In the field AppointmentTechncianShortName, you must set the defaultvalue LOGGED_USER.

Thereafter, you must create a reportscheduler in the SD.databroker using this setup and select the technicians as receiver who should get such an appointment list. For this reportscheduler, you must check the flag CreateListPerReceiver. With this new flag, the list will be created for each technician separately so that each technician will receive a list with his own appointments.
V5.5AppointmentListScheduler-19180011.png

Appointment Upload

The appointments can be uploaded using the new uploadfunction of the SD.databroker. In the first form, you should select the data objects Appointments.

V5.5AppointmentUpload1-19181216.png
It is possible that all previously uploaded appointments, which start in the future can be deleted. This is needed if you get an uploadfile from a system which always sends a full upload instead of only the new and the changed appointments.

V5.5AppointmentUpload3-19182126.png
The following fields can be used in the CSV file:

Field Name
Data Type
Data Length
Is Mandatory
Data Format
Description
StartTime
Timestamp
16
Y

YYY-MM-DD

HH:MM

Start time in timezone of user who uploads the file.
EndTime
Timestamp
16
Y

YYYY-MM-DD

HH:MM

End time in timezone of user who uploads the file.
Technician
String
20
Y

Shortname of technician and the user who uploads the file must have access to this.
Call
Integer
10
N

SDCallID of call to which the appointment should be assigned
Subject
String
200
N


Remarks
String
unlimited
N


AppointmentType
String
20
N

Shortname of AppointmentType and must be found in the root company of the user who uploads the file.
IID
String
50
N

Unique identifier together with technician;can be used for synchronizing appointments with other applications.
DeleteFlag
String
1
N

If set to Y, the appointment will be deleted.

















If an appointment with the given UID can be found for the technician, the appointment will be updated.If the DeleteFlag is set and an appointment can be found for the given UID and technician, the appointment will be deleted.

Administration

All administration programs for the technician calendar can be called in the MyCompany menu under Setups/Technician Calendar. This folder will only be displayed, if your company has acquired the license for the module SD.calendar.
V5.5TechCalAdmin1-19184938.png
In this folder, the following entries will be provided:

  • DispatchView
  • CalendarView
  • FilterList
  • TechnicanFields
  • AppointmentTypes

DispatchView setup

In this setup, the behavior of the dispatch view can be customized.
V5.5TechCalAdmin2-19192049.png

CalendarView setup

With this setup type, the layout and the functionality of the calendar can be defined.

V5.5TechCalAdmin3-19192509-1100px.png

The columns of the appointmentfilter are defined as fields of this setup.

V5.5TechCalAdmin6-19191348.png

FilterList setup

In the filterlist setups, the used filter columns for the technician selection are defined. All existing user fields are available for use as filter columns. In addition, the queues, skills, and organizations of the user can be selected.

V5.5TechCalAdmin4-19183803.png

TechnicanFields setup

With this setuptype, you can define which user data will be displayed in the calendar and all user fields are available for this setup.

V5.5TechCalAdmin5-19183812.png

Appointment Types

The appointment types can be defined for each company. In addition to the ShortName and the Name, a color can be defined in which an appointment should be displayed in the calendar.

V5.5TechCalAdmin7-19193208.png

In the appointment filter, all appointment types are displayed which have set the flag IsActivInLists. In the appointment popup window, only the appointment types can be selected that are defined as IsActivInEditForms. Appointment types can only be deleted, if they are not used in appointments any more.

CallStates

The following four fields are added to the master data of the callstates:

  • ColorCode
  • SetWhenAppointmentCreatedFlag
  • SetWhenAppointmentRemovedFlag
  • SetWhenTechnicianAssignedFlag

V5.5TechCalAdmin8-19194308.png

SD.dialog/Skype Integration

From this release, you add a Skype name to each user. Therefore, you can add the field SkypeName to a User Detail Setup and fill this attribute. You can add this field to all other user setups. If this field is in the setup and SkypeName is not empty, you have three buttons. One for calling the person, one for chatting, and one for the userinfo dialog. The field is also available for Caller and CallContact setups.
Skype does not offer this possibility on Linux systems yet.

Skype detail-21122812.png

License Management / License Monitoring

IT Compliance Management is one of the areas of concern for our customers. The number of Government regulations and industry standards are growing each year. As a routine process, ServiceGrid is implementing industry best practices with regard to the monitoring of the number of users and modules deployed based on actual licensing. As of October 15th, ServiceGrid will routinely monitor licenses for our enterprise and service partner customers globally. The number of license elements in use will be automatically counted and compared with those contracted for in the license agreement.

We will count depending on the contracted licenses:

  • No. of Companies
  • No. of Workflows
  • No. of Workflow Users (Users within the PermissionGroups SUP,SD)
  • No. of Adminstrators
  • No. of Workflowbuilders
  • No. of Bridgebuildes
  • Used Modules
  • No. of Application Ports
  • No. of Data Ports
  • No. of Workflowports
    • Inbound Connections<
    • Service Connection
    • B2B Connection
  • No. of SMS/Fax/Tickets

On 15th October we will also monitor these licenses. There will be an error message while saving this element if the license is exceeded.


Administration

License Letter

To display the current license information, a LicenseLetter can be created by adminitrators. The LicenseLetter is a PDF document that contains current Information. Creation of this document is restricted to Users of the Permissiongroup Administrator.

To create the Letter, a new Function Create LicenseLetter has been added to the detail view of a Company. Go to SD.basicData / MyCompany / [Company] / Show LicenseLetter to accomplish this task.
Snapshot 5 5 licenseletter topfunction-22100419.png

Here is an sample LicenseLetter:

Snapshot 5 5 licenseletter-22103603.png

Inbound Connection

A new field has been added to the MessageTrigger administration - SD.basicData / MessageRules / All Triggers / [MessageTrigger]. MessageTriggers with the direction Inbound and the triggertype Wait for Inbound now contain the new field InboundType.

Possible values for this field are:

  • B2BService
  • InboundConnection

Snapshot 5 5 inbound connection-22100412.png

The field is mandatory and has to be set when an existing Messagetrigger is edited. For information regarding the Licensemanagement, see the section "External Connections" in this document.

Upload profile

Upload profiles now need at least one sender to work properly. The administration of these senders works similar to receivers of Reportschedulers.A Function Display Senders is added to the detail view of an UploadProfile(SD.DataBroker / Uploads / Uploadprofiles / [UploadProfile]).

Snapshot 5 5 display senders-22100358.png

Clicking on this function displays a list where senders can be added or removed.

Snapshot 5 5 uploadprofilesenders-22100425.png

Existing upload profiles do not have any senders defined. During a transitional phase, the sender is added automatically when an upload is executed. After the transitional phase, upload profiles without senders causes the upload to fail with an error message.

Workflowbuilder, Bridgebuilder

Two new fields have been added to the User administration:

  • WorkflowBuilder User
  • BridgeBuilder User

The fields can be added to the following UserSetups:

  • BasicData.UserList (SD.basicData / MyCompany / [Company] / Setups / User / BasicData.UserList / [Setup])
  • BasicData.UserDetail (SD.basicData / MyCompany / [Company] / Setups / User / BasicData.UserDetail / [Setup]


Snapshot 5 5 user detail-22100432.png


If these two fields are set for a user, special permissions are granted for this User. For information on the Licensemanagement, see the section "User Blocks" in this document.

Possible CallSystem Mappings

Along with the new license management, there will be a restriction on the configuration of mappings (Priority codes, CallStates, Severity codes, and so on). For the new license management, you must specify which callsystems you want to map (so-called PossibleCallSystemMappings) before you can configure the mapping. To do this, you must switch to SD.basicdata > MyCompany. Select the Company for which you want to edit the PossibleCallSystemMappings and then click on the node MyCompany> > Setups > PossibleCallSystemMappings of the tree on the left side. On the right side, there should now appear a list of already existing PossibleCallSystemMappings. Now, you can sort and filter the entries of the table as usual.

Snapshot possiblecallsystemmappings list-22071001.png


To change an existing PossibleCallSystemMapping, click on the triangle at the beginning of the row and select Change Possible Callsystem Mapping master data. In order to create a new PossibleCallSystemMapping, you can use the top function Create new PossibleCallSystemMapping. In both the cases, the following form is shown for editing the existing or new PossibleCallSystemMapping.

Snapshot possiblecallsystemmappings detail-22070812.png

Please select the bridge type (Service, B2B, SD2), the CallSystem of the service provider, the CallSystem of the service customer and the company of the paying person  (not necessary in case of SD2 as bridge type). With the activation of the new license management, in all mapping configurations, the selection of the CallSystems will be restricted to those for which a PossibleCallSystemMapping is defined with the current CallSystem as customer or provider.

Block/Locking

The locking mechanism can be activated at license level. All licenses will not be locked at once.

Blocks connected to basic product/license type

  • Licences of the type "SD2Classic" have restricted outbound communications. Only SMTP, FAX and SMS are allowed. 
  • Licenses of the type "Bridge Classic" and "Bridge Premium" cannot use all permission groups. Groups of the type SUP (ServiceSupport) and EU (EndUser) are not available.

User Blocks

The number of users in a permission group is limited to the licences number. Users are restricted in their actions according to their permission groups. Currently, a user of the type EU might have been customized to do admin work. With "license locking", certain "maximum permissions" will restrict the actions representing the original meaning of the permission groups. No user can have rights exceeding these max permissions.

SD.call
Admin User (ADM)
Workflow User (SD & SUP)
Bridge User
(SD for Bridge)
Workflow Build (ADM with flag)
Bridge Builder (ADM with flags)
Enduser (EU) (only own calls)
Calls
W
W
R
W
W
W
Messages
W
W
R
W
W
W
Dispatching
W
W
R
W
W
W
NewCall by contract
W
W
R
W
W
W
NewCall by request
W
W
R
W
W
W
NewCall by caller
W
W
R
W
W
W
NewCall by SLA
W
W
R
W
W
W
NewCall by device
W
W
R
W
W
W
NewCall by location
W
W
R
W
W
W
NewCall by solution
W
W
R
W
W
W
SD.report
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
MyArchive
W
W
W
W
W
R
MyReports
W
W
W
W
W
R
SD.inventory
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Locations
W
W
R
W
W
R
Devices
W
W
R
W
W
R
Manufacturers
W
W
R
W
W
R
DeviceTypes
W
W
R
W
W
R
Sets
W
W
R
W
W
R
Connections
W
W
R
W
W
R
Properties
W
W
R
W
W
R
SD.logistics
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Stocktaking
W
W
R
W
W
R
Parts
W
W
R
W
W
R
Documents
W
W
R
W
W
R
SD.solution
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Solutions
W
W
R
W
W
R
SD.basicdata
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Overview
R
R
R
R
R
H
MyCompany
W
R
R
W
W
H
MyCompany/Workflow
R
R
R
W
W
H
Users
W
W
R
W
W
H
Contracts
W
W
R
W
W
H
ServiceItems
W
W
R
W
W
H
ContractElements
W
W
R
W
W
H
MessageRules W R R W W H
MessageRules/Inbound R R R R W
H
MyProviders
R
R
R
R
R
H
MyCustomers
R
R
R
R
R
H
Top
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
InfoTicker
W
W
R
W
W
R
SD.databroker
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Overview
R
R
H
R
R
H
Uploads
W
R
H
W
W
H
Downloads
W
R
H
W
W
H
FileComParameters
W
R
H
W
W
H
SD.cockpit
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Setup
W
W
H
W
W
H
SD.survey
Admin User
Workflow User
Bridge User
Workflow Builder
Bridge Builder
Enduser
Overview
R
R
H
R
R
H
Setup
W
W
H
W
W
H
Surveys W W H W W H
Reports R R H R R H
SD.dialog Admin User Workflow User Bridge User Workflow Builder Bridge Builder Enduser
Overview R H H R R H
WikiSpaces W W H W W H
WikiSignificance W W H W W H





















































The values of the selectboxes in the permissions groups administration, reflect these max permissions. Some selectboxes will only show "Read" and "Hide" or even only "Hide".

  • SD.basicdata / MyCompany / [Company] / Permissions / Menus and Permissions
  • SD.basicdata / Users / [User] Password and Permissions / View menu permissions / Change menu permissions

There are quite some "violations" of these new rules. Together with the activation of the locking mechanism, a script will remove the setting that cause these violations. It is recommended to resolve these conflicts manually.

For admin users, two new flags have been added: Workflow Builder, and Bridge Builder. For administration of these flags, see the "Workflowbuilder, Bridgebuilder" section in this document. Only users of the permission group ADM (Administrator) can have these flags. Only users who are "Bridge Builder" (and "Workflow Builder") can edit inbound message triggers and inbound communications.

SD.basicdata / MyCompany / MessageRules 

Other users may still view these areas. Only users who are "Workflow Builder" can edit "workflows"

SD.basicdata / MyCompany / [Company] / +Setups / +CallSystems/ [CallSystem] / Workflow 

Other users may still view these areas.

DataBroker

  • Download and upload are limited to licensed numbers.
  • Download is limited through the number of individual email addresses as receivers of schedulers.
  • Uploads without sender information cannot be used for automatic uploads. For detailed information on the administration of senders, see the "Uploadprofile" section in this document.
  • The automatic upload is limited through the number of individual email addresses as senders of upload profiles.

 External Connections

  • "B2B Connections" and "Service Connections" are limited through the number of possible (callsystem) mappings. When creating a PossibleCallSystemMapping or setting an inactive mapping active, it is checked whether the licensed number has been reached. If yes, the new PossibleCallSystemMapping will not be created or the PossibleCallSystemMapping cannot be set active. For more details, see the "PossibleCallSystemMappings" section in this document.
  • "Inbound Connections" are limited through the number of individual senders of inbound triggers with type as "Inbound Connection". For more details, see the "Inbound Connection" section in this document.

MetInsert1-21151444.png

The number of unused connections is shown, when a new trigger is created. It is also shown in the masterdata of an existing trigger.Senders cannot be added to the communication on this trigger type, if licensed number is reached.


Other Blocks

The number of "workflows" that can be used is limited. The total number of callsystems that are attached to an active organization may not be higher than the value set in the licence.


Example Block in Action

LicWF1-21152534.png

Ping

Limit length of SMS

V5.5ScreenShot CutSMSLength-15132013.png

If you send SMS which is longer than 160 characters, more than one SMS will be sent by the SMS provider. If you use the same template for sending emails and SMS, it might occur that the message is much longer than 160 characters. To avoid this, you can configure the maximum length of the message in the communication record in the messagerule administration.


Usability

Hide Filter Panel

A new functionality has been added to all lists. If you need more space on the screen for displaying the date of the list, you can hide the filter panel above the list with a single click.

V5.5HideFilterPanel1-16162107-1100px.png

After clicking the Hide button, the filter panel will be faded out and the summary of the filter values will be displayed.

V5.5HideFilterPanel2-21141134-1100px.png


This behavior can be customized in the setup. If you want the filter panel not to be displayed by default, click the flag HideFilterPanel in the master data of the setup.

V5.5HideFilterPanel3-16163512.png


Error Pages

With this release, the design and the content of the error pages for the HTTP error codes 401, 403, 404, 500 and 503 are changed. The following image shows the 404-error page as an example for the new design:

Snapshot 404 error page-22114815.png
In case of an internal error, a 500-error page containing an error id will appear. This id is very important for us because it helps us in finding the reason for the error.
V5.5ErrorPage-22100001-1100px.png

New Popup Calendar

With this release, a new popup calendar is introduced. In this popup calendar, all used holidays are marked red. The time selection can be done by using the up and down arrow buttons available beside the time fields.
V5.5PopupCalendar-16141546.png

New Stylesheet

A new stylesheet is available. If you want to use this stylesheet, select the stylesheet BlackOrange in the master data of your user. Click the button MyAccount in the top menu to change your user master data.
V5.5StyleSheet-16094458.png


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

Related Articles

Release Notes V5.5b

Release Notes

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