ServiceGrid Article - Cisco ServiceGrid Release Notes V5.9

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This Release Notes provides information about the new functions and features introduced with the new version 5.9 of the Cisco ServiceGrid platform.

The described functions have been implemented with the Fall 2011 Release on September 18th.

Release Notes V5.9

This document describes the new functions of the Cisco ServiceGrid applications introduced with the Fall 2011 Release / Version 5.9.

Additionally, this document also provides the following information:

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

Release Dates

The following functions in the Fall 2011 Release (Version 5.9) were available on Sunday, the 18th of September 2011, to all customers using the Cisco ServiceGrid main platform ( All customers running their own infrastructure (in house), or using a Cisco ServiceGrid partner infrastructure will receive the release on a later date. Those updates occur after the update of the Cisco ServiceGrid main platform. Get the date of your update from your implementation partner.

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, were made available to all customers of the platform. Some functions are automatically available for all users.
  • Some functions or modules need to be configured or activated first.
  • Some of the new functions and modules may have to be licensed separately before being used in customized systems.


Enhancements of SD.cockpit:

  • New trash bin functionality.
  • Preventing accidental deleting of cockpit elements.
  • Restoring deleted cockpit elements.


  • New default values for timestamp fields in list setups.
  • New call field in activity list.
  • Improvement in the acquisition of activities in the calldetail form.

New Features and Functionalities

The following are the new features and functionalities:

ShortDescription of call in the activity list

A new field for the call table has been added to the SDCall.Activities setups. Now the ShortDescription of the call of the activity can be displayed in the activities list.


It is not possible to display the subject of a call in the activity list. If the field shortdescription of a call is used, it is now possible that the user sees at first glance what it is at this ticket.

How does it work?
Add the field CallShortDescription to a SDCall.Activities setup.
In this case, the value of the shortdescription of the assigned call will be displayed in the activity list.

Choose SD.basicdata / MyCompany / [Company] / +Setups / +Activities / +SDCall.Activity / [SetupName] click at > Add attributes and select the field CallShortDescription.

V5 9callshortdescription activitysetup-12113801.png

Create a new activity

You can customize the calldetail setup to always create a new activity when you save a call. In this case, the latest callactivity will not be loaded and therefore all activity columns are empty when the calldetail form is displayed.


During a callupdate, the user should be forced to enter his activity data even if an activity already exists for this call.

How does it work?

  • If the flag CreateNewActivity is activated, at least in one activity column of the calldetail form the latest callactivity of this call will not be loaded.
  • Therefore, a new callactivity will be created during saving the call.
  • This flag works the same as if the user clicked the +/- button of an activity field.
  • In this case all activity fields of this calldetail setup will be cleared or filled with their default values defined in the setup.

Activate the flag CreateNewActivity at least in one callactivity field of the calldetail setup.
This flag is available for all callactivity fields in the calldetail which are not read only.
V5 9createnewactivity-12113957.png

Additional Remarks
It does not matter if the flag is activated in one or all activity fields in the setup.

New default values for timestamp fields

In this release, four new default values are available in timestamp fields:

  1. InFuture
  2. InPast: Defines the period of time until now.
  3. Past 3 full months: Represents the last 3 full months before the current month e.g.:

                                       Current date: 2011-05-01, Last 3 full months will be from: 2011-02-01 to 2011-04-30

                                       Current date: 2011-05-31, Last 3 full months will also be from: 2011-02-01 to 2011-04-30      4. Past 6 full months: The last 6 full months before the current month.


The timestamp values are introduced for ease of use of the application.

How does it work?

In the setup administration, it is now possible to select one of the four new values in fields of the type timestamp. If the setup is displayed, the values in the timestamp fields will be calculated properly.


For any list setup with timestamp values, the four new values are available as default values.

Trash bin functionality in SD Cockpit

In the current release, the cockpit is extended with a trash bin functionality, which works similar to trash bins on various desktop systems.



To avoid unintended deletion of elements in SD.cockpit, a trash bin function will be introduced in this release. In case of accidental deletion, the affected element can be restored from a trash bin.

How does it work?

On deletion, the element is not immediately deleted but instead is moved into the nearest trash bin that is found. The definition of nearest trash bin is:
The trash bin of the same cockpit group of the element to delete.

  • If no trash bin is found, a trash bin will be looked for at the parent cockpit group. This step will be repeatedly performed until the root cockpit element is reached.
  • If no other trash bin is found, the "root trash bin" will be used. The element to delete will be moved into it. With the new release, a root trash bin, that is, a trash bin at the first level, will be created for all existing cockpits.

There are some restrictions in the usage of the trash bin:

  • No element can be created in the trash bin.
  • No element can be copied into the trash bin.
  • No element can be copied out of the trash bin.
  • Retrieval of a deleted element can be done by moving it out of the trash bin.
  • A trash bin can be completely emptied only by users with permission group of administrator or superuser. A function link Empty Trash is available above the master data of the trash group.

If an element is in the trash, a deletion of it will be permanent.
There are no other options to manipulate the elements in the trash bin.



On creation of a cockpit, a trash bin will be automatically created for the root element.
It is also possible to create additional trash bins in cockpit groups. In the master data of the group, there is a checkbox named HasOwnTrash. If it is checked, a trash bin will be available for this cockpit group.


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

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

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