2
2.0.10
Yokohama, Xanadu, Washington DC, Vancouver
Cisco Partner Smart Bonding store application:
This application will allow Partners to create, update, and close ticket in Cisco TAC, as well as escalate tickets for TAC attention and keep informed of any updates done by the Cisco TAC Team.
This application will allow Partners to create, update, and close tickets in Cisco TAC, as well as escalate tickets for TAC attention and keep informed of any updates done by the Cisco TAC Team. The partner will be able to create a TAC case from either the Incident, Incident Task and Requested Item tables
Application overview and intended use
The application is intended to do the following:
● Create Cisco TAC Cases from Customer Incidents, Incident Tasks or RITMs via the PLSS Case
● Keep customer TAC cases and PLSS Cases in sync
● Keep Customer Incidents, Incident Tasks or RITMs apprised of the latest updates to work notes
NEW FEATURES
- Disable attachment upload on a closed ticket: Attachments will not be allowed to upload on the Cisco Task if the ticket is closed.
- View Parent Ticket has been converted from a button to Related Link: This Link will navigate to associated Parent Ticket
- View Flow in Related Link
- New field “CXD Token”: “Password” Field is Deactivated and New field “CXD Token” with data type as Password 2 way is created and copied the data from “Password” field to CXD Token field
- Restrict Cisco Task Deletion: “Delete” Button has been disabled has been disable for both Admin and End-user.
- Restrict Technology Code Deletion: “Delete” Button has been disabled has been disable for both Admin and End-user.
- Hide Token Value in Ticket Response: To avoid Security breach Toke Value is not displayed in Ticket Response. Token generated success or failure message alone will be visible.
- CXD token expiry field "Field82" has to be converted to Human readable format: CXD token expiry field "Field82" contains date/time in epoch format, has been converted to human date/time format before storing in the password expiry field.
- Introducing HistoryWalker API: If the token generations fails in the middle (like trying to change the state etc) then the values will be reverted back to old value.
- Show list of attachments attached on the parent ticket when clicked on Create Cisco Task button: Show a popup displaying list of attachments attached on the parent ticket when clicked on “Create Cisco Task” button. Upon selection of the attachment records on the popup and submitting it, the Cisco Task should be created, and attachments will be copied to the Cisco Task.
- Fields should be read-only in List view: The following Fields should be read-only in List view
- Ticket Status
- All fields in 3rd Party Information Tab
- Case Owner Name and Case Owner Phone
- Launch Chat with Cisco
- Language Support
- Severity
BUGS
- Accept Resolution and Reject Resolution button:
- Current Scenario: - Accept Resolution and Reject Resolution button were visible when Cisco TAC Status of the ticket was either of the three “Close Pending “,” Restoration of Service”, ”Solution Provided/Monitoring.
- Impact: - As soon as the button is clicked the buttons don’t hide as the response from CSOne takes some time to process the request sent form the application. Hence the end user can click on the Reject Resolution button within that time span causing malfunctioning of the application.
- Ticket Type should be read only once the value is changed to Escalated:
- Current Scenario: - Once the ticket is Escalated and if someone manually changes the value to Shadow, then a alert box shows up and won’t go away. Hence leading to a very unpleasant user experience.
- Restrict multiple Cisco tasks for associated Parent Ticet
- Current Scenario: - If the same Partner Ticket (Incident/Incident Task/Requested Item) is opened in the multiple tabs then an end user can create multiple Cisco Task.
- TSP Code API Auth corrected: Mechanism to PULL TSP codes in the system is changed from basic auth to Oauth.
- Credentials should not be visible anywhere in the Flow or Action: Rather than passing credentials directly to the flow or actions, we have replaced passing the credentials with the properties name. To avoid any security breach.
ServiceNow is required to run this application as well as credentials from the Cisco ServiceGrid team. Please contact servicegrid-customer-engagement@cisco.com