ServiceGrid Article - Cisco ServiceGrid ReleaseNotes V6.8

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This release notes describes the new functions of the Cisco ServiceGrid application as deployed in the Winter Release 2013 Version 6.8. The following items are covered in this document:

  • Outlines the new functions and modules.
  • Provides a brief look into how the new functions are implemented, administered and used.
  • Describes the benefits of the new functions in small use cases.
  • Describes how existing functions are extended or changed.

Release Dates

  • The following described functions of the Winter Release 2013 (Version 6.8) is available from December 15, 2013 to all customers using the Cisco ServiceGrid main platform (
  • This release in in productio on the Cisco ServiceGrid support platform from December 20, 2013.
  • All customers running their own inhouse infrastructure or using a Cisco partner infrastructure receive the release on a later date. These updates will take place after the update of the Cisco ServiceGrid main platform. Contact your implementation partner for the date of your update.

Availability and Licensing of New Functions and Modules

  • With the update, all new functions and modules are installed on the platforms.
  • New functions and modules which are part of the general update is available to all customers of that platform.
    • Some functions areautomatically available to all users.
    • Some functions or modules must be configured or activated first.
    • Some of the new functions and modules are to be licensed separately before being used in customized systems.


The following is a summary giving a brief insight into the new functions introduced in ServiceGrid 6.8 release.

  • Cisco ServiceGrid Portal
    • New layout in accordance with the Cisco guidelines
    • Customizable tooltips in call detail
    • Enhancement of reset user layout settings
  • IT Service Management
    • Mapping of extended fields between users, locations, devices, and calls
    • Overview about Alias users
    • Selecting and displaying Sub Devices only from the Main Component of a call

Cisco ServiceGrid Portal

Cisco Layout


As Cisco has acquired SolveDirect, the layout of the application has been adapted to Cisco guidelines. The changes have already been deployed in the minor release 6.7.2 in October 2013.

How does it work?

A new login page is created.


In addition, a new standard style sheet is provided and the name of the application is Cisco ServiceGrid. This name is also displayed in the browser's tab and in the taskbar if the browser is minimized.

The former standard style sheet is now named Classic, which was Retro earlier.



The layout of the application cannot be customized except the used style sheet.

Tooltips on CallActions and Labels in CallDetail


To give the user more details instructions on what should be done at this stage of the call, tooltips can be displayed for CallActions and all fields in the left frame of the CallDetail form.

How does it work?

If setup correctly, a tooltip is displayed when hovering over:

  • a label is a CallDetail field
  • a CallAction



For CallActions, an additional tooltip is displayed showing the name of the setup, but only for portal administrators.


Tooltips on CallActions
  • Go to BasicData > MyCompany > CallSystems > YourCallSystem > Workflow > CallActions
  • Select a CallAction
  • Click Change master data

A new field Description is available, which is displayed as a tooltip when hovering over the CallAction.


Tooltips on labels
  • Go to BasicData > MyCompany > Setups
  • Select a CallDetail Setup
  • Select a SetupField

A new field Description is available, which is displayed as a tooltip when hovering over the label of this field.


Reset Layout of Lists


In addition to the 'Resent Layour' feature in portal lists introduced in release 6.7, current release contains two new add-ons for following administrator activities:

  1. The administrator can inform about the changes in the default layout.
  2. The administrator can even force users to discard their settings.

This is particulary useful for communications between administrators and users, and even sometimes for security reasons.

How does it work?

If the user has an element specific layout saved and the administrator makes change in the default layout, a warning popup is displayed to the user next time they log in.


The user can revert to their original layout, or accept the administrator's changes. The popup is displayed again when changes to the default settings are made.


In setup administration, there is a new action which allows administrators to force the reset.


Clicking on this link, all users using this setup in the portal get the default settings. Notification is displayed to the user next time they use this list.


Synchronize User Layout Settings


The Cisco ServiceGrid Portal allows the storage of user specific layout settings. These setting will be save automatically every 30 seconds. With release 6.8, there is also a Sync button available which allows saving these settings on the fly whenever needed, ensuring that the latest changes are saved in the database.

How does it work?

The Sync button is located at the bottom right of the Portal, next to the Reset button. It is disabled by default and will be enabled automatically when changes are detected. Such changes include:

  • Window positions and sizes.
  • Most often and recently used history.
  • Custom filter and layout settings in a Portal style CallList.
  • Global settings like expanding/collapsing the navigation tree.


You cannot click the Sync button, if there are no changes available that have not yet been synchorinized. The button is disabled automatically after clicking it. Also, the button is disabled automatically every 30 seconds after the automatic sync.


There are no additional settings needed to use this feature.

Refresh Button in Lists


When there is limited space in the Portal window, there is a need to collapse the quick search toolbar on the left edge of a call list window. If there is a need to refresh the list or re-execute the search without changing the search criteria, there is no choice but to reopen the toolbar and click on the magnifying glass.

How does it work?

Whenever the QuickSearch is collapsed, clicking on the small magnifying glass is possible. This button is located below the button for re-expanding the search toolbar. Clicking on the button executes the same operation as that of clicking in the expanded version.



The feature does not need any special setup and is available for each user.

IT Service Management

Login As summary list


To get an overview about which user can be used as alias-user and which user users which alias-user, this new list has been implemented.

How does it work?

A new function link Users & Alias Users is available in the user list.


After clicking on this link, the overview list is displayed.


In the left part of the table, the user fields are displayed, while in the right part, the fields of the alias user are shown. The alias users are the users with which the user can execute teh LoginAs funtion.

For additional evaluation, a grouping function is available for all columns.


A special setup is not necessary to use this feature. The link Users & Alias Users is always available to administrators.

Mapping of extended fields from Users, Locations and Devices to Calls


In earlier releases, the data of TableExtension fields of User or Location or Device within a call cannot be displayed. In some cases, this additional information is needed within a call.

How does it work?

To display this data, a mapping between User/Location/Device TableExtension fields and Call TableExtension field is needed.

  • Establish a mapping between a Call TableExtension field and a User/Location/Device TableExtension field. See the below section Setup for details.
  • Assign a User/Location/Device to a Call, where a mapping exists and the mapped TableExtension field has a value.
  • The values of the mapped User/Location/Device TableExtension field are copied into the corresponding TableExtension field of the Call.


The mapping between the TableExtension fields can be established from both sides.

Mapping from User/Location/Device TableExtensions to CallExtensions

Navigate to BasicData > MyCompany > [Company] > Setups > Users or Locations or Devices > Table Extensions

Here a new link Map to CallExtensions has been added. After clicking the new link, a page is loaded, displaying the current mapping.


  • The two ComboBoxesb at the top of the page are used to switch between Companies and their CallSystems.
  • The list at the bottom displays all existing TableExtension fields (for current selection) and their current mappings.
  • The link Change mapping allows change to the current mapping.


Mapping from CallExtensions to User/Location/Device TableExtensions

Navigate to BasicData > MyCompany > [Company] > Setups > CallSystems > [CallSystem] > Table Extensions

a new link Map from User/Location/Device Extensions has been added. After clicking the new link, a page is loaded displaying the  current mapping.


  • The two combo boxes at the top of the page are used to switch between Companies and the Entity to map (User, Location or Device).
  • The list at the bottom displayes a list of all existing TableExtension fields (for current selection) and their current mappings.
  • The link Change mapping allows change to the current mapping.


After a mapping has been established successfully, the value of the mapped TableExtension field is copied into the Call TableExtension field when a User/Location/Device is assigned to the Call.

Select only SubDevices of the Call Component


Device lists can be displayed within a Call detail. In some cases, it is useful to limit the Device list ot display only SubDevices' 'of a specific call device For example, only the installed software of a notebook should be selected for the user.

How does it work?

  • A new flag DisplayOnlySubDevicesb has been added to the setup master data of CallDeviceListSetups.
  • When this flag is active, only SubDevices of the current component of the call are displayed in the list.

    NOTE: If no componenet is selected for the current call, the flag is ignored and all devices are displayed.

  • This restriction is only available for the multiple selection of devices of a call and cannot be used for the selection of the MainComponent of the call.


Navigate to BasicData > MyCompany > [Company] > Setups > Devices > Call: Devices-List > [SetupName] > Change the setup master data. In the master data display of the chosen CallDeviceListSetup, check/uncheck the flag DisplayOnlySubDevices to activate/deactivate the new function.


Display All Sub Devices of the Call Component


In some cases, an easy and fast way to display all SubDevices of a componenet (device) would be useful.

How does it work?

  • The CallDetailSetup must contain at least one CallComponent field.
  • The CallComponent field needs to have the DetailButton activated.
  • The CallComponent field needs to have a CallDeviceListSetup set in the Setup field.
  • The CallDeviceListsetup needs the new flag DisplayOnlySubDevices to be set.


  1. The flag DisplayOnlySubDevices must be active to use the feature CallDeviceListSetup.
  2. Navigate to BasicData > MyCompany > [Company] > Setups > CallSystems > [CallSystem] > CallSetups > Call: Calls-Detail > [Setup] > [ComponentField]
  3. The detail form of the component field contains a combo box “DetailSetup”. The previous created/edited CallDeviceListSetup can be set in this combo box.


NOTE: The flag HasDetailButton must be activated to use this feature.

When clicking on the DetailButton of the just edited component field in the Call detail, the defined CallDeviceListSetup is displayed in the right frame, showing only sub devices of the current component.

SystemName is accessible in Outbound Templates


To be able to create a different outbound message based on the system where the message is created, a new outbound field has been implemented which holds the name of the current system.

How does it work?

If the SystemName is used in an outbound template, it is accessed using the following statement:

<xsl:template name="CALL"> 
      <xsl:value-of select="ID" />
      <xsl:value-of select="Description" /> 
      <xsl:if test="/ = ‘sdcall-test’">***ONLY TEST***</xsl:if> 


A new outbound field is created in CommonContent.


Defined order of communication within a MessageTrigger


The earlier behavior of a MessageTrigger has been changed because one of the communications of this trigger has been changed. To ensure a constant execution of a MessageTrigger, the communications are selected in a defined order.

How does it work?

If a MessageTrigger contains more than one communication, they will be executed in the order they have been created. The order of the creation of a communication is represented by the primary key of the record.



This behavior is the standard behavior and cannot be customized.

Browser Policy

There are three browser-classes defined:


Firefox (last two major versions)

Google Chrome (last two major versions)

  • Complete information available
  • Complete availability of product and application features (technician calendar, HTML-editor, ...)
  • Graphical presentation (CSS layout)
  • No open browser-related known errors
  • All available information
  • Limited availability of product and application features
  • Limited graphical presentation (CSS layout)
  • There may be browser related bugs/known errors
  • Nearly all available information
  • Limited availability of product and application features
  • Highly limited graphical presentation (CSS layout)
  • Open browser related bugs/known errors

This release is tested with the following browser versions in accordance with the browser classes:

  • IE9, IE10
  • Firefox V22 -V25
  • Google Chrome V29 - V31

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

For other ServiceGrid Release Notes, go to ServiceGrid Release Notes page.

Download link: Cisco ServiceGrid Release Notes V6.8

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