Cireson Portal

Reference: Add-Ins Overview

Overview

Starting in version 10.2.0, common pre-packaged solutions can be installed as Add-Ins allowing administrators to simply toggle a solution on and configure the solution from within the portal. This eliminates the need to add custom code to the CustomSpace as full control of the solution is hndled within the analyst portal.

 

Add-In Content

The following Add-Ins are currently available. More info and download links can be found within their respective knowledge articles.

  1. Action Log Private By Default
  2. Activity Progress Banner
  3. Affected User Tickets
  4. Auto Show History
  5. Convert IR to SR Task
  6. Convert SR to IR Task
  7. Dashboard Auto Refresh
  8. Export All Grids
  9. Feedback Survey
  10. Hide Activity Fields
  11. Hide Approval Buttons
  12. Hide Out-of-Box Task
  13. Homepage Widgets
  14. Page Filter Widget
  15. Resolve Incident Task
  16. WordCloud Widget

 

Add-In Installation Process

Note: These Add-Ins may be replacing customizations that already exist within the CustomSpace folder and potentially cause issues. Remove any relevant code calling similar solutions from the custom.js file prior to implementing Add-Ins.

1.Copy the downloaded extension file into the "InstallableCpex" folder located at "C:\ProgramData\Cireson.Platform.Host\InstallableCpex" on the server hosting the Cireson Service Manager Portal.

 

2.Restart the "Platform Cache" service on the Cireson Service Manager Portal server.

 

3.Once the Platform Cache has started and processed the installation file(s), the file(s) will be removed from the "InstallableCpex" folder and installation will be complete.

4.The newly-installed Add-In can be configured by SCSM administrators via the Add-Ins page. Navigate to this page via the Admin menu in the top-right of the portal.

 

5.After installation, the Add-In can be toggled on or off. Any settings unique to each Add-In can also be configured. These settings are linked from the Add-Ins page.

 

Add-In Update Process

To update an existing Add-In, follow the same process as above. Please note that Add-Ins can only be upgraded if the version # of the new Add-In is higher than the current version #. If the version of the Add-In does not increase, the update will simply be ignored.

 

Troubleshooting Process

Each Add-In will have some unique troubleshooting and testing steps; however, some troubleshooting steps can be applied to all Add-Ins, and those will be covered here.

  1. Verify your Portal version supports the Add-In you are trying to install. These requirements are listed in the individual Add-In KB articles.
  2. Ensure you wait 5 minutes for the platform cache to restart. Depending on size, some environments can take longer. The platform logs located at "C:\ProgramData\Cireson.Platform.Host" will indicate when the extension has completed loading.
  3. Go to Add-Ins page and verify the Add In is in the list, enabled, and the version you expect.
  4. If you see a message about "Platform Not Running" (after ~5 minutes, per step #2), start/restart Platform Cache Service again.
  5. If Add-In is still not present in the list, check platform logs located at "C:\ProgramData\Cireson.Platform.Host" for any warning or error messages.
  6. If updating, verify the Add-In version you are loading is a higher version # than currently installed.
  7. On pages relevant to the Add-In, verify the "Add-In loaded" message appears in the browser console tab of the developer tools (F12 in most browsers).
  8. Check for other error messages in the browser console tab of the developer tools (F12 in most browsers).
  9. If you have changed any default Settings values, that could result in unique failures depending on the Add-In. Reset all settings to their default values to troubleshoot this aspect. Default values are listed on individual Add-Ins KB pages.
  10. If still having trouble, feel free to raise an Incident with Cireson Support.