ServiceGrid Article - Contracts

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A Contract establishes the relationship between one service customer and one service provider, both represented by organizations either in one or across multiple tenants. Contracts need to have at least either one ContractElement or one ServiceItem to be fully defined. In ServiceGrid, there are hardly fields which are defined in the database as UNIQUE. This is similar even in the contract.
In a Bridge: To find a contract, any inbound capable field or field combination can be used as long as the result set exactly is a single entity for Contract and ContractElement.

Contract List

The contract list is used to administrate the contracts.

The following options help to administrate contracts:

  • Use the Setup drop-down list to change the list type.
  • Use the filters to search for contracts.
  • Select a contract to view and edit its master data.
  • Use the Create new Contract function to create a new contract.
  • Use the Upload Contracts or Download list function to import and export contracts.

NOTE: When administrating the contracts, the administrator will see only the organizations he is assigned to.
Check the organization membership if users or administrators cannot view existing contracts.

Create and Administrate Contract List

Contract lists are managed inside the BasicData. The contract lists are available in the location SD.basicdata > Contracts.

To administrate the contract lists, follow these steps:

Step 1: Choose SD.basicdata > MyCompany > {Select the Company} > Setups > Contracts > ContractList.

Step 2: Use the functions Add new ContractList setup or Copy ContractList setup to create new contract lists.

For more information on editing and creating list setups, refer to the chapter Setup Editor.

NOTE: Ensure that you give setup permissions to enable the users to access the newly created setup.

Create a New Contract

User should have write permissions to create a new contract.

The following guidelines need to be implemented while creating a contract:

  • The fields ShortName, Name, CustomerOrganization, and ProviderOrganization should be defined to receive the basic functionality of a contract.
  • Additional information such as contact person of the companies entering the contract can be mentioned. These contracts can be used by escalation rules (MessageRules) to trigger events.
  • The other fields such as ProvIDCust, ProvNameCust, CustIDProv, CustNameProv, and so on are used when communicating with other systems.
  • Editor and EditTime shows how the contract was edited the last time (including the date).

NOTE: Set the Inventory flag if the Contract should contain ContractElements with inventory (devices).


For field details of a Contract form, see Contract Fields.

It is even possible to determine Contracts (CO), if their identifiers are not unique and if the supplied ContractElement (CE) allows a clear definition. If no CO + CE can be uniquely determined, an error message is generated.  This is not important in an online interface (SD2 or portal) as the CO / CE is already selected from a list and identified.

ContractElements and ServiceItems contain the information about the services provided between two organizations.

The following are the features of a contract:

  • A contract may or may not include inventory.
  • A contract may contain one or more contract elements.
  • Calls are uniquely related to one specific contract (ContractElement).

NOTE: A contract defines only the relationship between two organizations. It contains information about the service provided through assigned ContractElements and ServiceItems. It does not contain any service information in the contract data object except for a reference to the provided services (the assigned ContractElements).

Edit or Manage a Contract

To manage a contract, select the contract from the contract list. The detailed view lists all information about the selected contract including all assigned ContractElements of the selected contract. The assigned contract elements will be shown in the left frame as a tree view.

The following options can be used:

  • Change master data — To change the contract data
  • Add new contract element — To create a new ContractElement (SLA)
  • Delete contract — To delete the contract
  • Display Service Items — To display assigned ServiceItems

Click on one of the ContractElements listed on the left side to view its details.

Delete Contracts

To delete a contract, follow these steps:

Step 1: Select a contract from the contract list.

Step 2: Click the Delete contract function.

Users with write permissions for BasicData can delete a contract.

NOTE: Contracts can only be deleted if they have not been used inside the calls and if all other references (such as ContractElements, ServiceItems, and so on) have been deleted.

Deactivate Used Contracts

Maintaining the data integrity demands that used data objects cannot be deleted from the Cisco ServiceGrid platform. This means once a contract is used inside a call, it cannot be deleted .

However, there is a soft deletion option to exclude such contracts from contract lists and selections.

To deactivate used contracts, follow the below step:

Step 1: Deselect the IsActive flag to make the contract disappear from all lists.

To activate the contract again, follow the below step:

Step 1: Check the IsActive flag again or recycle the contract by renaming and changing its values.

NOTE: A contract can only be deleted if it is not assigned to a call.
           A contract cannot be deleted as long as it holds contract elements and service items.

The following two options will enable you to perform a soft deletion of a contract used in a call:

  • Recycle the contract by renaming and reusing it.
  • Deactivate the contract through the IsActive flag.

Mass Deletion of Contracts

Contracts cannot be deleted through uploads, but they can be deactivated (soft-deletion) by unchecking the IsActive flag.

For more information about Cisco ServiceGrid's upload and download options, refer to the SD.Databroker document.

Add a New ContractElement

For information on how to create and use ContractElements, refer to the ContractElements document.

Assign and Delete Service Items

ServiceItems are services which can be assigned to multiple contracts whereas ContractElements can be assigned to one contract only. ServiceItems make it easier to manage many similar services.

To assign service items to the contract, follow these steps:

Step 1: Click the Display serviceitems option. The system will display all assigned service items.
Step 2: Use upload, but only as an additive function.

To delete service items of the contract, follow these steps:

Step 1: Select the Change assignment function. The system will change the assigned service items.
Step 2: Click Submit to change the assigned service items.

NOTE: Relationship between existing service items cannot be deleted using upload.

Upload and Download Contract Lists

Contract lists can be uploaded and downloaded with the Cisco ServiceGrid application. The Upload Contracts and Download Contracts functions located at the user list  are used to upload and download contract lists.

For more information about the Cisco ServiceGrid's Upload and Download options, refer to the SD.Databroker document.

Automated Contract Data Exchange

Contract data can be automated (using schedulers) for exporting to and importing it from other systems. 

For more information about automated data exchange and import, refer to the SD.Databroker document.

Using Contracts and ContractElements in the GRID-Core

You need to create two contracts in general.

  • Partner 1 <-> GRID-CORE
  • Partner 2 <-> GRID-CORE

This leads to the following scenario:

Partner 1 <-> GRID-CORE <-> Partner 2

This creation task is identical. Therefore, the creation of Contracts and ContractElements are shown only one time.

The creation of Ccontracts and ContractElements through the GRID-CORE works different from the normal functionality. Technically, a Contract/ContractElement is a record in the database. You must know the following:

  • Each record has an unique identifier (field ID in the mask).
  • Each Contract and ContractElement  has both a ShortName and a Name.

The ShortName of the Contract/ContractElement must be the ID of the Contract/ContractElement on the other end.

Use the following procedure while creating a Contract/ContractElement through GRID-CORE:

  1. Create a contract between Partner 1 and the GRID-CORE. Choose a desired ShortName and a Name. Repeat this step for ContractElement also.
  2. Note down the IDs of your newly created Contract and ContractElement.
  3. Repeat the same actions for Partner 2 and enter the IDs that were taken down earlier as ShortNames on Partner 2.
  4. Go back to your newly created Company and change the ShortNames of your newly created Contracts and ContractElements to the IDs of Partner 2.

The filed ContractIDProv must contain a special value. Example: "SP/B2B/B2B/sdcall".

This string consists of four differents values separated by a slash:

  • The role of the company on the other end.
  • The type of system of your newly created company
    • SD2 for a SD2
    • B2B for a Bridge
  • The type of system of Partner 2
    • SD2 for a SD2
    • B2B for a Bridge
  • The platform on which Partner 2 is installed

Caution: It is easy to make a mistake here.


Contract and ContractElements of Partner1

Contracts Contract Elements
CORE Partner 1 to Partner 2-Test
SL1-Partner 1-to-Partner 2 Test
CORE Partner 1 to Partner 2-Prod
SL1-Partner 1-to-Partner 2 Prod



Contract and ContractElements of Partner2

You must also create Contracts with ContractElements for Partner 2. Additionally, you must enter the string with which this contract will be indentified in the field CONTRACTIDCUST. The following image provides the corresponding Contract/ContractElement for Partner 2.

Contracts Contract Elements
CORE Partner 2 to Partner 1-Test
SL1-Partner 2-to-Partner 1 Test
CORE Partner 2 to Partner 1-Prod
SL1-Partner 2-to-Partner 1 Prod



For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.

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