2
2.0.22
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
- Integration & Automation Enhancements
- Replaced GlideRecordSecure with GlideRecord in the Business Rule, allowing notes to be copied from Cisco Task to Incident and Parent. Ticket without requiring the ITIL role for the Integration User.
- Existing notes will now be sent as updates after ticket creation via an API-triggered Business Rule.
- Implemented error handling for Create and Update Smart Bonding ticket flows to log failures in worknotes, guiding users to Cisco Smart Bonding Support.
- Enhanced Reliability & Performance
- Implemented a retry mechanism for token generation failures to ensure seamless authentication.
- Developed a retry mechanism for attachment uploads, introducing a Failed Attachment Sys ID field on Cisco Task and an automated scheduled job for retrying failed uploads.
- Improved Business Rule functionality to ensure existing notes are sent as updates post-ticket creation instead of in the initial payload.
- Language Support
- Enabled language support in Danish, Dutch, German, Japanese, Portuguese, Russian and Spanish.
Bug Fixes
- Resolved issues preventing test-related Technology Codes from being imported into the Technology Code Table and removed existing test records.
- Ensure the response from Cisco TAC is properly formatted when captured in the worknote for better user experience.
ServiceNow is required to run this application as well as credentials from the Cisco ServiceGrid team. Please contact servicegrid-customer-engagement@cisco.com