Requirements: OperationsManager 4.5.4, Common-1.0.510

Overview

This is a feature release and includes the following new functions:

  • Knowledge Base Integration
  • Asset Integration (Spider/Columbus/Columbus Mobile/Generic)
  • DropDownTree for Categories/CostCenters
  • Improved REST API
  • Refactoring of Import/Export

Installation/Update

Spider Incident 4.0.520 is bundled with OperationsManager 4.5.4.

This release is bundled with OperationsManager 4.5.4 and cannot be updated standalone.

See OperationsManager 4.5.4 New & Noteworthy and OperationsManager 4.5.4 Release Notes for further details on how to patch Spider Incident.

For a new installation first install the OperationsManager 4.0.0, then patch up to OperationsManager to 4.5.4.

Release Notes

Release Notes - Spider Incident - Version 4.0.520

Defect

  • [INC-965] - CreateTicket: Create a new Contact does create it only when the ticket is created
  • [INC-974] - Query Ticket: Stale link exception
  • [INC-985] - Fetchmail hangs for some e-mails.
  • [INC-1006] - Darstellung Text beim Ticket wird nicht korrekt Dargestellt
  • [INC-1016] - Configuration: Switch to Import/Export takes very long
  • [INC-1017] - ViewContactPage: Only support team members can edit the contact
  • [INC-1019] - Exception when going to the TicketOverview page with SSO
  • [INC-1020] - Possibility to update contacts without deleting them first
  • [INC-1026] - CloseTicket not possible for proxy users
  • [INC-1030] - SchedulerException
  • [INC-1031] - Configuration Cleanup tasks: Affected tickets need to be rebuilt/removed from index
  • [INC-1041] - FetchMail update Ticket exception
  • [INC-1052] - Report: Tickets/Effort Per Contact: Selected contacts are lost when recalling the report
  • [INC-1060] - Merged Ticket IDs are displayed multiple times
  • [INC-1071] - TicketExport: Empty EA List causes a XMLStreamException
  • [INC-1077] - QueryTicket: searching "not empty string" extended attributes, delivers too many results
  • [INC-1081] - data.xml cannot be parsed when created by Columbus 7.3
  • [INC-1086] - NPE when bulk-closing a ticket group
  • [INC-1090] - Unable to remove the last Ticket Queue member

Improvement

  • [INC-127] - CostCenter/Category drop down navigation does not support "hot key" selection for sub nodes.
  • [INC-158] - The categories tree is too long and confusing, therefore uncomfortable to work with
  • [INC-250] - Spider Asset Integration
  • [INC-791] - Extended-Attribute Liste wird bei vielen Einträgen unübersichtlich
  • [INC-813] - Too many save buttons on tab Assignment
  • [INC-926] - Contact-Info: Show Agent Name on open ticket list
  • [INC-980] - Add auto-complete support to selected contact fields
  • [INC-993] - REST /tickets: Do not deliver all messages and contacts.
  • [INC-994] - Update REST documentation incl. jaxb schemas
  • [INC-996] - Explicit selection in autocomplete result does not choose selected contact if contact has duplicate mail address
  • [INC-998] - Incident Admin: allow deleting Tickets on Ticket Overview page
  • [INC-1009] - REST Improvements (ACR, Support Groups)
  • [INC-1010] - Improve index attachment dialog
  • [INC-1018] - XML-Schema: Refactor ExtendedProperties to ExtendedAttributes
  • [INC-1023] - FetchMail: Provide better errror messages
  • [INC-1029] - Add possibility to set "Awaiting customer reply" without working on ticket
  • [INC-1034] - REST: Improve 4xx error messages
  • [INC-1059] - Show attachments in index statistics
  • [INC-1061] - Index include/exclude: Show link to regex examples/docu
  • [INC-1067] - Automatic Spam treatment: X-BWG-TICKET-Antispam header attribute
  • [INC-1097] - Add contact.organisation to the variables that can be used for templates

New Feature

  • [INC-29] - Knowledge Base integration
  • [INC-428] - Sync of Incident contacts with Spider Core Employees
  • [INC-1069] - REST: Close Ticket
  • [INC-1079] - Sync Columbus Contacts via Webservice API
  • [INC-1084] - POST & DELETE /contact via REST

Task

  • [INC-1046] - Update Configuration Exporter/Importer
  • [INC-1074] - Update license check to include KB

New And Noteworthy

Knowledge Base

This is the initial release of the new built-in Knowledge Base.

This release includes the following features:

  • Categories
  • Templates
  • WYSIWYG editor incl. attachments support.
  • Rights Management (Roles, public/private articles)
  • REST API

Once configured, the Knowledge Base is accessible via the Backstage menu (click to Spider icon)

Installation & Configuration

Though the Knowledge Base is fully integrated with Spider Incident, it is technically using its own module. Therefore these steps have to be made first before the Knowledge Base module can be configured & used:
  • Start the Administration Client and add the Knowledge Base wfp to the Workflow Packages.
  • Then the OperationsManager server needs to be restarted (Server -> Restart)
  • After the restart, login into Admin Client again
  • Now add a new workflow model and select the Knowledge Base Workflow Package in the upcomming dialog, and add a new Application Data Context.
  • Configure the Knowledge Base roles (at least Knowledge Base Manager is required)
  • This is all that has to be done in Admin Client, the rest of the configuration is done via the Webapplication.

Configuration

  • Login into the webapplication with a user in the role Knowledge Base Manager.
  • Click on the Spider Logo (1) to open the Backstage menu and select your Knowledge Base Module (2) and choose Configuration (3).
    kbbackstage.png
  • Configure at least one Category and a Template.
  • To import Categories from Spider Incident, first select your Incident model in the "Interface" configuration.
kbconfigoverview.png

Categories

Categories can be configured in a tree view. This makes it possible to create sub-categories in order to keep your articles organized.

kbconfigurationcategories.png

Spider Incident Integration

If the Spider Incident model is selected in the Interface menu, categories can also be imported from Spider Incident.

Using the categories when creating articles or searching for solutions

The article can be linked against one or more categories. A search dialog helps to find the required category.

kbcategories.png

Templates

Templates help to structure the Knowledge Base articles.

kbtemplates.png

Templates can be created in Configuration --> Templates.

Rights Management

Roles

The Knowledge Base supports these roles:

Role Description
Knowledge Base Editor Users in this role can create/edit or delete Knowledge Base articles.
Knowledge Base Viewer Users in this role can view internal Knowledge Base articles.
Knowledge Base Manager Users in this role can administrate or configure the Knowledge Base

View permission

The articles can be marked as public or private. Public articles are viewable by any user including non-authorized guest users. Private articles can only be viewed by users in one of the KB roles.

Special rule for Spider Incident Integration

If the Spider Incident integration is enabled, a special rule allows all Spider Incident Members for the configured Workflow model to see all KB articles.

The rule in short

The Spider Incident workflow members (Queue members, Incident Manager, Report Viewer, etc.) have the same rights as if they are added to the Knowledge Base Viewer role.

REST API

This release also contains a REST API for developers who want to integrate Spider Knowledge Base into other applications, or administrators who want to script interactions with Spider Knowledge Base.

The REST API is based on open standards and therefore any (web-) development language can be used to access the API.

The following actions are supported:

  • Create a new article
  • Read one or more article(s)
  • Delete an article

See the additional REST API documentation for more information.

Integration into Spider Incident

Configuration

Pre-Conditions

  • At least one Knowledge Base module has to be created.
  • The Incident Manager user is added to at least one KB role.

After that, the Knowledge Base configuration is located on the Enhanced Configuration page in Spider Incident. 

kbconfig.png

Using the Knowledge Base

If the Knowledge Base is activated, a new widget is displayed on the Create Ticket, Add Note, Reply By Mail, Close Ticket and Add Phone Comment pages.

kbwidgetclosed.png

When clicking on the small lightbulb icon, the widget opens and allows to search for Knowledge Base articles. These articles can either be linked against the Ticket or an URL can be inserted into the current message.

kbwidgetinserturl.png

Clicking on a Knowledge Base list entry itself opens a popup dialog with the full article content:

kbwidgettooltip.png

Asset Integration

The asset integration has been enhanced. Searching and linking of assets to a ticket is now possible by using a autocomplete/query dialog. A simple asset info page shows tickets and contacts for that asset.

The following asset systems can be integrated:

  • Spider Asset (Assets & Employees)
  • Columbus (Devices & Users)
  • Columbus Mobile (Devices)
  • Generic 3rd party Asset System (via XML Import functionality)

Configuration

The contiguration is located in Configuration --> Enhanced Configuration --> Affiliation. Configurations for Spider Asset, Columbus and Columbus MDM can be made there.

Spider Asset

Preconditions

To enable the Spider Asset integration, some modifications on Spider Asset have to be made first. Please contact us (sales@brainwaregroup.com) for further processing.

When the Spider Asset configuration is ready, the Asset Integration can be configured/enabled on the Configuration page in Spider Incident:

spiderdbsync.png

Note: Be aware that the configured Database username need enough rights to read the SQL View table.

Columbus

To integrate Columbus Devices and Users, configure the Columbus Webservice accordingly:

columbussync.png

Generic Assets

Another, more generic way to integrate 3rd party assets works with the common XML import interface.

Any XML file placed in ${worknavigator.import.home}\workflow\incident (e.g. C:\Program Files (x86)\OperationsManager\import\workflow\incident) is processed by the XML importer.

An example of such an import file:

<?xml version="1.0" encoding="UTF-8"?>
<IncidentManagement xmlns="http://www.brainware.ch/operationsmanager/wf/incidentmanagement/io/2.1" 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.brainware.ch/operationsmanager/wf/incidentmanagement/io/2.1 imio2.1.xsd">
    <ImportConfig>
        <WfmNs>my helpdesk</WfmNs>
        <Insert>true</Insert>
        <Update>true</Update>
        <Delete>false</Delete>
    </ImportConfig>

    <Assets>
        <Asset xsi:type="GenericAsset">
            <XRefId>DP000001</XRefId>
            <!-- XRefId is required, all other fields are optional. -->
            <Name>DP000001-XYZ</Name>
            <Description>Description of the asset</Description>
            <Organisation>ACME Inc.</Organisation>
            <Category>Hardware</Category>
            <CostCenter>Customer Service 400</CostCenter>
            <Location>Zug</Location>
            <State>Active</State>
            <AssetType>Desktop</AssetType>
            <CreationDate>2013-11-21T15:53:22.051+01:00</CreationDate>
            <ModificationDate>2014-11-02T10:13:11.051+01:00</ModificationDate>
            <Serial>123456789</Serial>
            <Url>https://some.asset-system.com/asset?id=DP000001</Url>
            <Contacts>
                <!-- Mostly the ContactEMailAddress is enough, but sometimes it is also required to explicitely set the (Incident) Contact XRefId -->
                <ContactEMailAddress>john.doe@mycompany.com</ContactEMailAddress>
                <ContactEMailAddress>hans.muster@mycompany.com</ContactEMailAddress>
                <ContactXRefId>contact-xref01</ContactXRefId>
                <ContactXRefId>contact-xref02</ContactXRefId>
            </Contacts>
            <ExtendedAttributes>
                <ExtendedAttribute>
                    <Key>Accountingsystemid</Key>
                    <Value type="String">123 456</Value>
                </ExtendedAttribute>
            </ExtendedAttributes>
        </Asset>
    </Assets>
</IncidentManagement>

Using the asset integration

After configuring one of these systems, it is then possible to search & link Assets when creating a Ticket or working on a Ticket.

Asset Info

An Asset Info page, similiar to the Contact Info page, shows all open/closed Tickets for a specific Asset, including additional filtering for several asset fields like organisation, location, etc.

Clicking on the "Create Ticket" button does automatically fill in the (optional) assigned contact and the currently selected asset.

assetinfo.png

Integrated into OneSearch

The Assets are of course also fully integrated into OneSearch.

assetonesearch.png

DropDownTree for Categories/CostCenters

A new component has been created to search and select Categories or CostCenters. These component supports "search as you type" and filters the list as soon as you start typing. This helps to find the correct Category/CostCenter quite a lot for large lists.

Subcategories can be collapsed for a better overview.

dropdowntree.png

Improved REST API

The REST API is marked as stable with this release. Some parts of the API has been slightly changed during its beta phase (4.0.500 - 4.0.520).Please visit the Spider Incident REST API documentation for a complete overview.

Refactoring of Import/Export

The import/export interface has been refactored. It supports now also importing/exporting of the complete Incident Configuration. The user interface was cleaned up and adds all import/export features into one place. As Incident Manager go to Enhanced Configuration --> Tools --> Import/Export

importexport.png

Other improvements

Contact Info

  • Contact Info page: The current agent name is displayed in the list of open tickets for this contact.
  • When editing or creating a contact, autocomplete suggestions are displayed for specific fields like Organisation, Location etc.

Working with Tickets

  • The Incident Manager can delete Tickets on the Ticket Overview page.
  • It is now possible to set "Awaiting customer reply" for a Ticket without taking over the Ticket.

Automatic Spam Treatment

A new feature was added to help reduce the amount of incoming spam. If the mailserver adds a header field X-BWG-Ticket-Antispam then an internal filter rule is doing the following:

  • incoming e-mails/Tickets are marked as spam if they contain a X-Bwg-Ticket-Antispam (case insensitive) header field with a non-empty value != 0 (e.g. X-Bwg-Ticket-Antispam: 1).
  • created spam-tickets will not send a customer notification e-mail.

New contact parameters for e-mail templates

These new parameters are available when creating an e-mail template:

  • $contact.organisation
  • $contact.location
  • $contact.loginname
  • $contact.costcenter