ServiceGrid Article - Cisco ServiceGrid Release Notes V5.5
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.
- SD.dialog - Web 2.0/Chat
- Collaborative Service Knowledge Management
- Informal communication between users
- Dispatch View - Drag and Drop dispatching
- Call detail dispatching
- General schedule management (holidays, trainings, workshops, and so on)
- Workflow integration
- Baseline Devices
- Display masterdata of devices in devicetype specific setups
- Password policy extensions
- User aliases
New Features and Functionalities
- BridgeBuilder, Workflowbuilder
- Common Errorpages
- Hide/Display filterpanel of lists
New Flag in Password Policy
New Flag: LoginnameNotPartOfPasswordFlag
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
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.
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
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.
If such a setup is defined an user logs in, a new icon appears at the top of the window.
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.
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:
- 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:
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:
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.
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.
The setup connection can be uploaded by using the shortname of the setup.
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.
Organizations Country Name in CallList/CallDetail
There are two new fields in the CallList and CallDetail setups:
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/UrlName (Display name for the Url, will be a link in non-edit mode pointing to the Url specified by /BPOrganizations/Url)
These two fields can also be displayed in call detail for the customer and the provider organization. The related fields are:
An example for the usage of the new fields is shown in the following image:
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.
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.
Call Detail Setup with Call Additional field:
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.
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).
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.
After clicking this link, a selectbox with all possible data objects is displayed.
The upload wizard will be started by clicking the Next button.
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
The calendar view contains 5 panels:
- Filter panel for technician selection
- Filter panel for appointment selection
- Technician data panel
- Calendar Navigation panel
- Calendar panel
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.
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
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
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.
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.
The popup window of the appointment can be opened by clicking into the appointment.
Technician Detail Popup
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.
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.
- 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.
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.
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.
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:
- If a queue is selected in the calendar filter, the technician will be assigned to the level of the queue.
- 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.
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:
- If a technician has been assigned to a call.
- 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.
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.
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.
- 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.
The appointments can be uploaded using the new uploadfunction of the SD.databroker. In the first form, you should select the data objects Appointments.
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.
| Field Name|| Data Type|| Data Length|| Is Mandatory|| Data Format|| Description|
| StartTime|| Timestamp|| 16|| Y||
| Start time in timezone of user who uploads the file.|
| EndTime|| Timestamp|| 16|| Y||
| 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.
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.
In this folder, the following entries will be provided:
With this setup type, the layout and the functionality of the calendar can be defined.
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.
With this setuptype, you can define which user data will be displayed in the calendar and all user fields are available for this setup.
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.
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.
The following four fields are added to the master data of the callstates:
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.
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.
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.
Here is an sample LicenseLetter:
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:
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 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]).
Clicking on this function displays a list where senders can be added or removed.
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.
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]
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.
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.
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.
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.
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|
| 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|
|SD.dialog||Admin User||Workflow User||Bridge User||Workflow Builder||Bridge Builder||Enduser|
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.
- 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.
- "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.
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.
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
Limit length of SMS
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.
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.
After clicking the Hide button, the filter panel will be faded out and the summary of the filter values will be displayed.
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.
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:
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.
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.
For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.