Cireson Portal

User Guide: Add-In - Resolve IR Task

Add-Ins Overview

The Cireson Service Manager Portal Add-In feature is a location for pre-packaged solutions. Simply toggle a solution on, and it is active. Toggle any solution off if you no longer wish to use it. This approach allows for a streamlined, no-code approach to extensibility in the Cireson Service Manager Portal.

Note: For information about the Service Manager Portal Add-In feature and installation process, view the overview article here.

 

Resolve IR Task Download Link

The latest version 1.2.0 of this Add-In can be downloaded here.

Note: This version of the Add-In is built and tested against version 10.2.0 of the Cireson Portal. It is recommended you are using that version or higher with this Add-In

 

Resolve IR Task Summary

The Resolve IR Task Add-In allows organizations to customize which fields are set when an analyst resolves an incident.

Each setting for the Add-In is as follows:

Key Description Default Value PlaceTaskAfterDetermines where it is placed on the Task pane. By default it is placed after the "Change Status"" task.Change StatusMinDescriptionLengthSets the minimum number of characters required for the Resolution Description in order to Resolve the Incident.0DefaultResolutionCategoryIdBy default it is set to the "Fixed By Analyst" guid.c5f6ada9-a0df-01d6-7087-6b8500ca6c2bActionLogCommentTitleThis sets the title of the action log comment that is added to the Incident when it is Resolved from the task.Record Resolved

 

Testing and Validation

  1. If experiencing issues, refer to KB Article 2568 here for overall Add-Ins troubleshooting steps
  2. Run through the Add-In’s functionality with default settings.
    1. Verify the following:
      1. In the developer console (open up a browser > dev tools > console), you see that the Resolve IR Task Add-In is loaded
      2. This task appears directly after the "Change Status" task
      3. There is not a minimum character requirement for resolution description
      4. The Resolution Category defaults to "Resolved By Analyst" in the pop out window
      5. The action log comment is set to "Record Resolved" after completing
  3. As you change settings, go through the above again with browser console open
    1. Verify no error messages
    2. Verify your changed settings behave as expected

 

Examples

Task showing in Task pane

 

ResolveIncident Task pop-up window

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Action Log entry after Resolution

 

Versions

VersionRelease NotesLink1.1.0First ReleaseDownload1.1.1Fixed Default Settings BugDownload1.1.2Fixed HTML Closing TagsDownload1.2.0Localisations and other fixesDownload