SSH Service Desk


Welcome to the SSH Knowledge Base.

Here you will find the SSH platform user documentation as well as common support fixes and FAQs.




User Documentation

SSH Release Notes


Release CW 22/24

Release date:

Table of Contents


New Features

SSC Data Link Tunnel

SERVICE PROVIDER OPERATOR

We are thrilled to announce the SSC Data Link Tunnel, an upgrade to our existing tunnel connections, bringing you enhanced capabilities and fewer limitations. With this new feature, you can now remotely connect for example to TIA Portal controllers seamlessly and efficiently.

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Key Benefits:

  • Expanded Possibilities: Establish secure tunnels to TIA Portal controllers and more, broadening your control and connectivity options.

  • Reduced Limitations: Experience fewer constraints, providing you with a more flexible and powerful tool for your operations.

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To leverage this new feature, please ensure the following conditions are met:

  1. Latest Edge Device Version: Your edge device must be updated to the latest version ( >= 24.05.0 ).

  2. Associated Application Installation: The SSC Data Link Tunnel Extension application must be installed on your edge device.

  3. Client with Extension: Installing the client with the Data Link extension is necessary to use the SSC Data Link Tunnel.

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We believe this upgrade will significantly enhance your operational efficiency and connectivity.

If you have any questions or would like to discuss how to best utilize this powerful feature, please do not hesitate to contact our team at symmedia.
We are here to help you maximize the potential of your systems.


Internal Chat Rooms for shared Service Cases

OPERATOR SERVICE PROVIDER

It is now possible to create Internal chat rooms - both in the Service Provider and Operator tenants - for Service Cases that are shared between different tenants. The Internal chat rooms come with all the features that are available for shared chat rooms, like video conferencing and whiteboard, enabling Internal conversations for all Service Cases. Of course, all information in Internal chat rooms stays within the respective tenant. Users can easily switch between the shared and Internal chat rooms of a Service Case.

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Virtual Edge Devices

OPERATOR SERVICE PROVIDER

We are excited to introduce our new Virtual Edge Devices, designed to offer you a cost-effective solution for using connected features without the need for hardware investment.

Key Features:

  • Cost-Effective Testing: Test connected features without purchasing physical hardware, saving on initial setup costs.

  • Versatile Compatibility: Our Virtual Edge Devices are compatible with the most common virtualization solutions, including VirtualBox, VMware, and Proxmox, ensuring seamless integration into your existing IT infrastructure.

Why Choose Virtual Edge Devices?

  • Flexibility: Easily configure and test various scenarios and features.

  • Scalability: Quickly scale up your environment fitting to your shopfloor without the constraints of physical hardware.

  • Convenience: Set up and manage your environment within your preferred virtualization solution.

We believe that Virtual Edge Devices will provide you with the flexibility and efficiency needed to innovate and improve your connected features.

To learn more about Virtual Edge Devices and how to set them up, please contact our consultants at symmedia. We are eager to assist you in harnessing the full potential of this innovative solution.


Changes, Improvements, and Fixes

Improvements to Internal Service Cases

OPERATOR

The user interface was optimized regarding user feedback and clarity, especially concerning Remote Access. Moreover, it is now possible for users with the roles Machine Operator or Workshop Manager to use Remote Access on internal Service Cases. A bug concerning Service Case creation under specific circumstances was fixed.


Update to Service Provider User Roles

SERVICE PROVIDER

Remove Permissions of “Service Manager” User Role

The Service Manager user role was deprecated in June of 2023, now all permissions have been removed from this role. You can still see the role assignment and respective scope but no permissions are granted for it anymore. Please refer to https://symmedia.atlassian.net/wiki/x/BIBLBAQ for the available user roles and migrate your users to them if you’ve used the Service Manager user role until now.

Enable “Master Data Manager” to see and manage Documents for Machine Models

Users with the Master Data Manager role are now able to access the Documents menu and have the permission to manage documents for Machine Models.


Export Feature for “Customer Overview” and “Edge Device Overview”

SERVICE PROVIDER

According to the feature on other tables like Customer Machines, it is now possible to export the data in the Customer Overview and Edge Device Overview into a CSV file. The columns to be exported can be selected and it is possible to filter the result before exporting the data.


New OS Version for Edge Devices (24.05.0)

OPERATOR SERVICE PROVIDER

We are pleased to announce the release of a new operating system version for our edge devices. This update includes essential security fixes, performance improvements, and enhanced features to ensure optimal operation.

Key Enhancements:

  • Security Fixes: This version addresses known CVEs, ensuring your edge devices are protected against the latest threats.

  • Improved Processes: Enhanced processing for factory resets and certificate handling for more reliable and efficient operations.

  • Mandatory Packages: Includes all necessary packages to support our new SSC Data Link Tunnel, enabling advanced connectivity options.

Introducing a New Versioning System: With this release, we are also implementing a future-proof and easy-to-understand versioning system. From now on, each version will be named after the year and month of its release, followed by a patch number. Our newest version is therefore 24.05.0, since it was released end of May 2024 without any patches.

Due to unforeseeable circumstances, we regret to inform you that we have to postpone the release of this feature to the . Please excuse any inconvenience this delay may cause you.

Release CW 18/24

Release date:

Table of Contents

New Features

Internal Service Cases for Operator Tenants (Internal Maintenance)

OPERATOR (available on request)

It is now possible to create Internal Service Cases in Operator tenants. This feature is available on request and adds two new user roles to the tenant which have the permission to create internal Service Cases: Operator - Internal Service Cases and Maintenance Engineer. All information attached to an internal Service Case stays within the tenant, i.e. no information is shared with the Service Provider of the machine. Every internal Service Case comes together with an internal chat room for communication, video conferencing etc., as well as the possibility for Maintenance Engineers to use Remote Access.

Internal Service Cases are displayed in the same views as Shared Service Cases, the user interface has been designed to clearly distinguish between both types for clarity. A pair of filter buttons allows focusing on the most relevant content at any time.

Internal Service Cases can be assigned to users holding the new Maintenance Engineer role. For a clear focus, Maintenance Engineers are provided with a new table showing all internal Service Cases they are responsible for.

Link to Documentation

Revoke Asset Proposals

SERVICE PROVIDER

Asset proposals that have not been accepted by the customer (Customer Machine State = PROPOSED) can now be revoked from the customer machines overview. The proposal is deleted and the Customer Machine State will be set back to NEW.

New Asset Proposal Look&Feel including “Decline Proposal” Feature

OPERATOR

The look and feel of the Asset Proposals has been changed with a better visibility of proposals on the Asset Overview. In addition, it is now possible to decline asset proposals if no collaboration with the Service Provider is wanted. It is mandatory to enter a declining reason.

Link to Documentation

Improvements and Fixes

New Service Case Detail Page for Operators

OPERATOR

The new design makes better use of the available screen space and has been improved for better overview and usability. The visibility of the closing report for closed Service Cases has been improved. Additionally, a direct link to the related asset detail page has been added to the user interface to improve navigation.

“Edit tunnel configuration” and “Delete tunnel configuration” are now available for Service Technicians

SERVICE PROVIDER

Service Technicians are supposed to be able to create, edit and delete tunnel configurations for an edge device/customer machine. The permissions for editing and deleting were missing and have been added.

Release CW 13/24

Release date:

Table of Contents

New Features

Internal Service Cases for Service Providers

SERVICE PROVIDER

It is now possible to create Internal Service Cases in Service Provider tenants. This type of Service Case is created by users with the roles 1st Level Support or Service Technician and all information attached to an internal Service Case stays within the tenant, i.e. no information is shared with the Customer operating the machine. Every internal Service Case comes together with an internal chat room for communication, video conferencing etc.

Thereby, the creation of internal Service Cases is enabled for all Customer Machines, irrespective of the onboarding status of the customer.

Internal Service Cases are displayed in the same views as Shared Service Cases, the user interface has been designed to clearly distinguish between both types. A pair of new filter buttons was introduced to allow focusing on the most relevant content at any time.

As the Operator tenant is no part of the Internal Service Case workflow, remote access cannot be activated and is not available for Internal Service Cases.

Link to Documentation

Prepare Edge Devices and move them to the final Customer Machine

SERVICE PROVIDER

Depending on the internal workflows it might be beneficial for Service Providers to prepare Edge Devices before shipping them to the customer site (e.g. install and configure Applications on the Edge Device).

The new “Move Edge Device-Workflow” allows to prepare Edge Devices while paired to an internal Customer Machine and move the device to the final Customer Machine as soon as the final customer has accepted the asset proposal without resetting installed applications and configurations.

Please contact symmedia Support to configure this feature for your tenant.

Improvements and Fixes

New Service Case Detail Page for Service Providers

SERVICE PROVIDER

The new design makes better use of the available screen real estate and has been improved for better overview and usability. The visibility of the closing report has been improved for closed Service Cases. Additional links to related pages, e.g. Machine, Machine Model, Customer, have been added to the user interface to improve navigation.

Furthermore, it is now possible to use the human-readable ID (e.g.: ABCD-1234) to open a Service Case, e.g.:

https://portal.secure-service-hub.com/ticketing/service-provider/detail/ABCD-1234

Link to Documentation

Improved User Interface for Chats

SERVICE PROVIDEROPERATOR

We have optimized the user interface for chat rooms. In particular, the contrast between the text and different background colors has been enhanced. The buttons to open a video conference, create a new whiteboard, and to attach a file have been rearranged for improved usability.

Chat rooms in internal Service Cases are displayed using a specific styling for internal chat rooms to raise awareness for the fact that the customer is not able to read the messages in this chat room.

Link to Documentation

Horizontal scrolling for Tables

SERVICE PROVIDEROPERATOR

It is now possible to scroll horizontally if not all the selected columns of a table fit into the available screen real estate. This is especially helpful on devices with a low display resolution.

Display Service Case Receiver in Dialog Summary

OPERATOR

In the dialog summary for Service Case creation by an Operator, the Service Provider of the respective asset - and thus the receiver of the Service Case - is now displayed.

New Icons for Service Cases Menu Entries

SERVICE PROVIDEROPERATOR

New icons are being used for the Service Cases menu entries for more clarity. If a user has different roles that enable him to see multiple Service Case lists, these are not displayed as tabs anymore, but provided as multiple menu entries with clearly distinguishable icons and names.

Deletion of Customer Machines

SERVICE PROVIDER

The workflows for deleting Customer Machines have been improved to avoid inconsistencies and problems after deletion.

Customer Machines with assigned Service Contracts can no longer be deleted. The Service Contract assignment has to be removed before deleting the Customer Machine.

Customer Machine with paired Edge Devices can no longer be deleted. The Edge Device has to be unpaired or the Customer Machine has to be downgraded first.

In the past, we had orphaned Assets with no use in the platform when the Service Providers deleted the linked Customer Machine. Now, the linked Asset of the Operator tenant will be automatically deactivated (​(warning) it will NOT be deleted). Operators are able to re-activate the Asset to use it with limited features internally. This service is NOT free of charge and will be licensed to the Operator tenant.

Deactivation of Assets

OPERATOR

Required User role is Workshop Manager. The action buttons and deactivated Assets are invisible for other user roles like Machine Operators.

Assets without linked Customer Machine can now be deactivated. It is not possible to install Apps nor create or reopen Service Cases for deactivated Assets. Furthermore they are invisible on the Asset overview by default. Users with the user role Workshop Manager can display deactivated Assets and re-activate them.

It needs to be considered before reactivating an Assets that active Assets are NOT free of charge (please check SaaS agreement for details).

Release CW10/24

Release date:

New Features

Title

Description

New Service Cases table on the Customer Machine detail page

A new table showing all the Service Cases for a specific Customer Machine is now available in the Customer Machine Detail view in Service Provider tenants.

New Service Contracts table

A table showing all configured Service Contracts and their properties is now a available to Customer Data Managers in Service Provider tenants for improved clarity.

Fixes and Improvements

Title

Description

Improve performance of Service Case assignment

The performance for assigning a Service Case to a User has been improved.

Make own user selectable when assigning a Service Case

You can now assign a Service Case to yourself by either choosing the topmost entry in the dropdown menu, or by selecting the appropriate entry in the alphabetically ordered list.

Show Banner before and whilst updating the platform

We are now showing an info banner 2 days in advance to a platform update and as well whilst updating the platform. Even so the planned downtimes are usually shorter than five minutes, this might be from interest, e.g. for remote sessions.

Consolidation of create buttons

The buttons to create new objects such as Service Cases, Documents, Customer Machines etc. are now placed in a more consistent manner.