Decommissioning a Cloudset Performset Installation

 

Overview

The following procedure should be carried out if there is a need to completely remove the use of your Performset setup and configuration.

 

01. Decommission-Performset-Instal.png

  • Click on the Performset icon (1).
  • Press the Configure tab (2).

A Cloudset Performset installation can be identified from the presence of the Performset Configuration Tool (2).

 

Step 1. Notify Cloudset of your Intention to Decommission

Please notify Cloudset of your intention to decommission the use of your Performset services at the earliest opportunity.

This will enable preparation and scheduling of the resources required to complete Step 3 in this procedure at a mutually convenient date and time based on your intentions.

Ideally this procedure should be initiated by raising a ticket via the support desk: support@cloudset.zendesk.com.

 

Step 2. Deactivate and/or Delete all SLA Specific Targets

02. Decommission-Performset-Instal.png

  • Go to Settings (1).
  • Deactivate and/or remove targets (2). To do so, hover mouse over Edit for the target to be activated (3) and Deactivate will pop up (4).
  • Click on Deactivate (4) to deactivate the target. This target will move to Inactive Targets (5).

The following targets are use as part of your Performset setup and configuration to call the services used to calculate and start timers and manage the data in the Performset Dashboard:

  • DashboardFieldChangerEU
  • DashboardFieldChangerUS
  • SLAManagementEU
  • SLAManagementUS

Each of these targets should be deactivated and/or deleted to prevent any further Performset service requests being issued for your tickets.

 

Step 3. Submit Request to Clear out Running Event Timers

Once the performance targets have been removed in Step 2 above to prevent any further service requests it will be necessary to notify Cloudset and request the removal of all running Event timers calculated and started in response to previous requests.

If this step isn't performed the timers will eventually finish and an attempt will be made by the Performset services to update the corresponding ticket.

A request to complete this task can be submitted to Cloudset using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the Performset services (see Step 1. above), in which case this request should be submitted as a post confirming completion of Step 2 above.

 

Step 4. Deactivate and/or Delete all SLA Specific Ticket Fields

03. Decommission-Performset-Instal.png

  • Click on Settings icon (1) and click on Ticket fields (2).
  • To filter on SLA Ticket Fields, key in "sla" into the search field (3).
  • Hover the mouse over the field required to be deactivated. Three dots will appear. Click on the three dots (4) to display the Edit / Deactivate choices .
  • To deactivate the required Ticket Field, click on Deactivate (5)
  • Repeat for the remaining SLA Ticket Fields (6).
Once all Cloudset Performset services requests and responses have been stopped in Steps 2 and 3 above, it will be possible to deactivate (5) and/or delete all ticket fields used specifically for the purposes of performance measurement.
Most if not all of these fields will have been generated when creating and updating your Performset configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and Performset setup there might also be some additional manually created fields, but if these were introduced by a Cloudset consultant on your behalf they will also have been prefixed with SLA or SLA3.

Obviously care should be taken not to remove any of your own ticket fields that might also use the SLA or SLA3 prefix and will remain in use after the Performset services have  been decommissioned.

*Note: it is important to remove the Performset specific ticket fields before the Performset App is undeployed (see step 7. below), otherwise some of these fields might show up in your ticket forms.

 

 

Step 5. Deactivate and/or Delete all SLA Specific Triggers

04. Decommission-Performset-Instal.png

  • Click on Settings icon (1).
  • Click on Ticket fields (2).

 

05. Decommission-Performset-Instal.png

  • Key in "SLA3" into the search field (3).
  • A list of filters that need deactivating will be listed (4).
  • Select All by checking the box (5).
  • Click on Deactivate button (6). The selected triggers will be deactivated.
A number of triggers will have been introduced as part of your performance measurement setup used to assign SLA to your tickets, submit Performset services requests and respond to processed Performset services, and these should now be deactivated (6) and/or deleted.

The majority of these triggers will have been generated when creating and updating your Performset configurations and will have been prefixed SLA3.

Depending upon the specifics of the support process and Performset setup there might also be some additional manually created triggers, but if these were introduced by a Cloudset consultant on your behalf they will also have been prefixed with SLA or SLA3.

You might also have created your own triggers to process rules that determine if, when and how SLA should be applied and/or how to respond when a warning or violation timer fires and you might not have prefixed these with SLA or SLA3.

Obviously care should be taken not to remove any of your own triggers that might also use the SLA3 prefix and will remain in use after the Performset services have been decommissioned.

*Note 1: until removed some of these triggers will continue to fire after step 2. above has been completed, but without the performance targets in place the Performset service request will not be made.

*Note 2: some of these triggers will continue to fire in response to Event timers firing, until such time as step 3. above has been completed to remove all running timers.

 

Step 6. Deactivate and/or Delete all SLA Specific Macros

06. Decommission-Performset-Instal.png

  • Click on Settings icon (1).
  • Click on Macros (2).

 

07. Decommission-Performset-Instal.png
  • Key in SLA (4) into the search field (3). Press the Enter key.
  • A list of Macros should be displayed with SLA somewhere in the title. Check all boxes with SLA specific macros (5).
  • Press Deactivate (6) to deactivate these macros.

Depending upon the specifics of your support process and use of Performset services a number of Performset specific macros might have been introduced and since these will no longer serve any purpose they should be deactivated (6) and/or deleted.

If the macros were introduced by your Cloudset Consultant then they will usually have been grouped as Cloudset SLA: or performance measurement:, but this might not necessarily always be the case and you might have introduced your own Performset specific macros.

 

 

Step 7. Un-deploy the Performset Apps

08. Decommission-Performset-Instal.png
  • Click on Settings (1).
  • Click on Manage (2).
  • Hover the mouse over the Performset App no longer required. The Settings Icon should appear (3).
  • Click on this icon to display the drop-down list (4). Ensure this is the required App to be uninstalled.
  • Choose Uninstall from the drop-down list (5). The app will be uninstalled.

Once all components of your performance measurement setup and configuration have been removed it is safe to uninstall (5) the following Cloudset App:

  • Performset

Once these Apps have been uninstalled the following will no longer be present in your Zendesk:

**WARNING** Please be aware that uninstalling these Apps will also permanently remove all configuration data used to model and specify your performance measurement process along with all data held about your tickets and event in the Performset Dashboard and it won't be possible to reinstall.

 

Step 8. Notify Cloudset once Decommissioning Complete

Please notify Cloudset once the above steps are complete and the Cloudset Performset services are no longer required.

This will enable your Cloudset subscription to be updated preventing any further use and billing of these services.

A request to complete this task can be submitted to Cloudset using a ticket via the support desk: support@cloudset.zendesk.com.

Ideally a ticket should have been raised in advance of your intention to decommission the Performset services (see Step 1 above), in which case this request should be submitted as a post confirming completion of Step 2 above.

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