Chris_Hackett

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (October 2017)

Discussion created by Chris_Hackett Employee on Oct 16, 2017

Miss the October Service Management Office Hours - Online Chat? Check out what you missed below and be sure to join us in December for the next session!

 

10/12/2017 07:00:10 AM from Chris Hackett (CA) to Everyone: Hi Everyone - We'll be starting in just a minute.
10/12/2017 07:01:35 AM from Chris Hackett (CA) to Everyone: OK - Let's go ahead and start!
10/12/2017 07:02:08 AM from Chris Hackett (CA) to Everyone: Ready for questions!
10/12/2017 07:02:21 AM from Andrea to Everyone: Hi all. We are currently using version 14.1.02 of SDM. We have a process that bulk loads updates to CIs using grloader. We've seen several unusual issues, such as the err.xml that's generated by gr_loader getting garbled and thus unreadable in an xml format; occassionally getting a large number of errors Checked out by another user EE091D4486D48C4586459257A3515BF3 where the user that has it checked it out is the same user id running the grloader command; and when we try to set resource_contact.combo_name that it treats spaces in the first name as if there should be a middle name and fails. Has anyone else run into issues like these with grloader?
10/12/2017 07:06:16 AM from Jon Israel (CA) to Everyone: @Andrea - do you have any plans to upgrade to CP4 at this point? The reason I ask is because there have been quite a few GRLoader bugs fixed in CP3 and CP4. I cant say for sure if these bugs are related, however its possible. The only thing I can think of would be to say to use the userID instead of "first Name" field, this way there are no spaces.
10/12/2017 07:07:27 AM from Chris Hackett (CA) to Everyone: Ready for more questions!
10/12/2017 07:08:11 AM from Jon Israel (CA) to Everyone: @Andrea - as for the garbled text output in the log, or the "checked out by another user" pieces, I would say for that your best bet may be to open a ticket so that an engineer can take a look at it with you.
10/12/2017 07:08:47 AM from Andrea to Everyone: @Jon, we actually just backed out CP3 last week due to issues it caused with some special code we have that was provided by Global Services. We've decided not to apply CP4 and instead go to 17 in first quarter next year.
10/12/2017 07:09:50 AM from andrey to Everyone: Are there any ideas on unified interface for analitics, smth similar to selfservice for customers? Right now we have different links for SD, Cat and reports
10/12/2017 07:10:15 AM from Jon Israel (CA) to Everyone: @Andrea - Ok totally understand. Most likely the same custom code issues would occur in R17 that occured when you put CP3 in place for 14.1 - so I am guessing you are going to have that code rebuilt for the new version?
10/12/2017 07:11:34 AM from Jon Israel (CA) to Everyone: @Andrey - I am not totally sure what you are referring to. Are you using BOXI or Jasper reporting?
10/12/2017 07:12:44 AM from andrey to Everyone: Jasper but the question is about one point(screen) to get to all modules depending on the role.
10/12/2017 07:12:59 AM from Andrea to Everyone: @Jon, yes exactly. That's why we're waiting until 17, we only want to engage Global Services once instead of multiple times.
10/12/2017 07:13:43 AM from Jon Israel (CA) to Everyone: @Andrea - totally understand :)
10/12/2017 07:15:01 AM from Jon Israel (CA) to Everyone: @Andrey - Yes, that is the end goal for future versions of the product. An interface called "Business User Interface" will be released, and within that we will have an "app" called Insights, which will contain reporting modules. I beleive it will contain reports for both SDM and Catalog. I cannot say for sure at this time, but I believe that is the end goal.
10/12/2017 07:15:33 AM from Chris Hackett (CA) to Everyone: We're ready for more questions!
10/12/2017 07:16:41 AM from andrey to Everyone: We can not get to SD from Xflow by clicking incident number with full SD functionality. Is it intended or just happend so?
10/12/2017 07:17:05 AM from Andrea to Everyone: Would anyone happen to know off the top of their head where I can find the presentaion on the SDM roadmap that included plans for integration with skype and the ability to suggest an expert?
10/12/2017 07:18:33 AM from Jon Israel (CA) to Everyone: @Andrey - when you say that it has limited functionality, what specicically are you referring to?
10/12/2017 07:19:01 AM from Jon Israel (CA) to Everyone: @Andrey - you should be getting a popup window with the ticket itself, but not the full SDM interface.
10/12/2017 07:19:41 AM from Chris Hackett (CA) to Everyone: @Andrea - It's been a long time since a product roadmap session was done so don't know. I do know we're in talks to start sessions in December. They will not be recorded but you would be ask questions.
10/12/2017 07:21:05 AM from Chris Hackett (CA) to Everyone: Any other questions for us?
10/12/2017 07:22:41 AM from Chris Hackett (CA) to Everyone: We'll give it a couple more minutes for any additional questions.
10/12/2017 07:23:04 AM from andrey to Everyone: we have to dial a command "/sv" but a mouse click what was expected. And when we get window with incident it is just for the incident but full SD interface
10/12/2017 07:24:28 AM from Jon Israel (CA) to Everyone: @Andrey - that is correct. It will just show the incident, not the full interface.
10/12/2017 07:24:57 AM from andrey to Everyone: Ok thank you
10/12/2017 07:26:57 AM from Chris Hackett (CA) to Everyone: OK - We're going to wrap up for today. We won't be having a session in November due to CA World but please join us back here in December. Thank you for participating today!
10/12/2017 07:27:26 AM from Chris Hackett (CA) to Everyone: Thanks again everyone!

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