ServiceGrid Article - Cisco ServiceGrid Release Notes V6.3

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 This release notes describes the new functions of the Cisco ServiceGrid Release Version 6.3. The following items are covered in this document:

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

New functions in this release

New functions are introduced in the Fall 2012 Release Version 6.3 on 16th of September 2012 to all customers using the ServiceGrid main platform ( All customers running their own inhouse infrastructure or using a ServiceGrid partner infrastructure receive the release on a later date. Those updates occur after the update of the ServiceGrid main platform. Please contact your implementation partner for the update date.

Availability and licensing of new functions and modules

  • 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 is automatically available to all users.
  • Some functions or modules should be configured or activated first.
  • Some of the new functions and modules should to be licensed separately before being used in customized systems.


This summary gives you a brief insight into the new functions introduced in the 6.3 release.

  • ServiceGrid Portal
    • New design and functionality in the call tracking list
    • Technician and Call Calender usable in portal
    • “New Call by …” functions enabled for portal
  • IT Service Management
    • More Enhancements for sending mail from call
    • Change of customer or provider organization
    • Link to imprint a company in the top menu
    • Enhancement of the history of the templates
    • New fields in call, location and device setups
    • Expansion of the length of fields, ShortName and Name

Cisco ServiceGrid

New design and functionality in the call tracking list



Cisco is currently creating the Portal on a completely new technology stack. As the call tracking list is a central part of everyday work with ServiceGrid's online interface, it was the logical next step to port list to the portal. The new list improves the user experience when working with the application and uses state-of-the-art technology and patterns of modern online interfaces.

How does it work?

The call tracking list can be divided into two areas:

  1. The panel where you can see the current filter criteria.
  2. The panel where you can see the results for the list.

As the filter area contains the search filters, it uses space that could be used for more columns from the list; the filter area can be collapsed to the left-hand side.


The search area contains several buttons that can be clicked:

  • Advanced Search: Clicking on this button opens a search window where you can define advanced settings for your query that cannot be set in the simple view.
  • Perform Search: Clicking on the magnifying glass performs a search on the server.
  • Every field that is part of the search area can be sorted using the button next to it. The icon has three different states:

           a.[Not A/Z] No Sorting.

           b.[A/Z Arrow Down] Sort ascending

           c.[Z/A Arrow Down] Sort descending

  • Every field that is part of the search area can be grouped. The icon has two different states:

           a.[Small Window] Grouped

           b.[Small Window with a hold sign] No grouping

  • Clicking on the cross of a search criteria removes the filter for the following searches.
  • Each filter criteria has different ways to enter data (For example, date picker, number spinner, simple input field). Based on the data type, it has either one or two input fields.


There are several possibilities to add filter criteria to the left area:

  • You can add criteria by dragging and dropping them from the column header into the search area. Already added criteria cannot be added a second time.


  • Another possibility is to open the advanced search window.

The left side is important for both sorting as well as grouping the order of the criteria. You can change the order by dragging a criteria and dropping it at the place where you want it to be.

Example: When you want the "Request Type“ to be the second item, click the title of the item, and then drag and drop it in between the "SPCallState“ and the "CallOpen“ item.


Another possibility is to drop a new item from the list directly to where you want to have it in the criteria area. Drag and drop is not limited to the search area. It can also be used to reorder the columns:


If you do not want all columns set by the administrator to be displayed, you can easily open the columns list using the down pointing arrow and deselect all unwanted columns. Once invisible, they can be restored by checking the box again.


The Advanced Search window is an alternative way to define criteria for the list. It contains several settings for the list, which can be defined for every field that is available in the current setup.

Currently the advanced search has 6 different columns:
1. Label: In this column, the header of the list column can be defined. A simple click into the cell turns the cell into an input field that allows you to change the label.
2. Search String: This is the same value that can be defined by the criteria items in the search area of the list window. Can be a simple string, a date picker or a checkbox, depending on the type of the field.
3. Group: Grouping for the list can be defined in the advanced search equivalent to the criteria items. Grouping can be activated and deactivated by a click inside the cell.
4. Visible: The visibility of the column. If the checkbox is checked the column is visible in the list otherwise it is invisible.
5. Sort: The sorting can be defined here as well as in the criteria item. If no sorting is defined for the column, the cell is empty. With the first click in the cell, it will be defined to be sorted ascending, with another click it will sort descending and with another click sorting is deactivated for this field.
6. Fieldname: The fieldname is the only column in this view which cannot be edited. It helps the user to find which data field this column is actually pointing to.

To change the sort order of the fields the rows of the grid can be reordered. Clicking on a cell of the columns "Label“, "Search String“ or "Fieldname“ will allow you to drag and drop the complete row to the position you want to.

At the bottom there are two buttons:
1.Save: Applies the current settings of the advanced search window to the list where it was opened from. This means, that new criteria will be added. The visibility of columns, the sort orders, the groupings and the header of columns are updated. However, the latest search result continues to remain in the list.
2. Submit: Performs the same actions as the Save button but additionally a search is performed with the newly defined criteria. This will change the result list if options have been changed.

If you do not want to save the changes made in the advanced search window you have to click on the cross in the top-right corner of the window.


Whenever more than 25 results for your query are found, the system displays a button to show you the next 25 results. This button is displayed as long as there are more results to display.

At the bottom of the window you can see the total results of your search.


When grouping results, the result list is displayed as a tree. When the first level is expanded, the second level is displayed as a list of data rows. This tree is expanding until the limit of grouping criteria is reached and the calls themselves are displayed. If you are opening a folder of a grouped element, other folders do not disappear and you can open as many groups as you want to. If one group has more than 25 elements, a button will be displayed to load more results from the server.

If you want to open a Call from the list, you should either click on the icon on the left side of the list or double click on the Call’s row you want to edit/view. The application opens the detail for the call in the layout of the SD². Currently it is not possible to open more than one detail at once.





To get a new call tracking list in your Portal, you have to create a new setup in a group, select “Tracking: Calls-List” as Used in and set “new” as the default view.


Clicking on the new setup element opens a window with the new call tracking list.Setup administration is not yet part of the Portal; therefore you can only use setups that were already created in SD².

Technician and Call Calendar usable in Portal


The Technician Calendar and the Call Calendar are highly specific widgets displaying appointment or call data, respectively. These should also be available in the portal.

How does it work?

Calendars can be added to any portal group. Several calendars can be displayed in different windows within the portal. However drag and drop between different calendar windows is not possible.


Calendars are available by adding a new setup to any portal group. This is done by right clicking a portal group in setup mode and selecting a new setup. Now you can select various types of calendar setups.

Image14 6.3.png

“New Call by …” functions enabled for portal


One of the most essential functions of SD² is creating a new call. Until now, the Portal accessed “New Call By ..” links that used the old SD² view.

How does it work?

Calls can be created by:

  • Caller
  • SLA
  • Device
  • Location
  • Solution

These setup links can be added to any portal group. In the dashboard view, they will be presented as a list with items that form the basis of the new call (For example, devices for New Call By Device). Upon selection of an item, a call detail will open in full screen mode.


The “New Call By ...” functionality is available as five setuptypes in the portal. These setups can be added to any portal group by right clicking the group in setup mode and selecting “New Setup” in the context menu. A setup must be selected, which is used for displaying the list of items to create a call for.

Image15 6.3.png

In order to create a call, the user role must have “Write” permissions for the portal group where the “New call by ...” function resides in. The permission can be granted by editing a “New Call By …” setup and choosing the permissions tab. Clicking in the right unlabeled column grants the permission to a role.

Image16 6.3.png

IT Service Management

Enhancement of SendMail function in call


To further enhance the new mail interface, released in the versions 6.1 and 6.2, we improved the Sendmail function with new features:

  • Show a setup capable selection of templates based on the relation to the contracts.
  • Show a setup capable selection of mail groups based on the template selection.
  • Edit, Reply and Forward SMTP in- and outbound messages.
  • View all messages of a call in a call detail messages tab.

How does it work?

Template Selection on basis of contracts

This new feature allows you to assign contracts to a template. The SendMail function only displays assigned templates. In the template you can set the viewing permission to “For all Contracts”, “For assigned Contracts” or “Except assigned Contracts”.

Mail group selection on basis of templates

This new feature allows you to assign mail groups to a template. The SendMail function displays only assigned mail groups.

Edit, Reply and Forward in- and outbound mails

The CallDetail offers new actions for a selected SMTP inbound or SMTP outbound message. These actions are forwarding, replying, editing as new or resending.For SMTP outbound messages the following functions are available: Reply, reply to all, edit as new and forward, which opens the SendMail function.For SMTP inbound messages the following functions are available: Reply, reply to all and forward, which opens the SendMail function.

View all messages of a call in the call detail - messages tab

The CallDetail can display a list of all messages; the setup to implement this function is available in the CallDetail-setups.


Template Selection on basis of contracts

Assign contracts to a template

  • Select a template from the template setup.
  • In the top menu select “Display Contracts”.
  • You can assign contracts to the selected template using the function “Assign contracts to template”.

Image17 6.3.png

Image18 6.3.png

Image19 6.3.png

Assign Templates to a Contract

  • Select a contract from the contract administration
  • In the contract top menu, select Display templates.
  • You can assign templates to the selected contract using the function “Assign templates to contract”.



Set the view options for the template

Options for visibility setting using “TemplateValid”:

  • For all Contracts - The template is available for all contracts
  • For assigned Contracts - The template is only available for the assigned contracts
  • Except for assigned Contracts - The template is only available for not assigned contracts


Mail group selection on basis of templates

Assign a mail group to a template

  • Select a template from the template setup
  • In the contract top menu, select Display "mailgroups"
  • You can view the mail groups assigned to this template. In this view, you can assign mail groups to the selected template using the function “Assign templates to mailgroup”.




View all messages of a call in the call detail - messages tab

  • In the Call -> Calls-Detail view, select a CallDetail setup
  • In the top menu, select “Change the setup master data”
  • Add a check at the check box Message Tab and select a setup at the message section:


Multiple changes of organizations in Calls


An example use case:

In your organization, the provider for a specific service will be changed. If the new provider should have access to existing calls concerning this specific service, the provider organization of these calls should be moved from the old to the new provider organization. After updating these calls, the users of the new provider are able to see the old calls in their call-lists.

How does it work?

After activation of the list function in the call list setup (see section Setup), the function is available in this call list. First, all calls where the organization should be changed must be selected. Then choose the requested list function in the drop-down list, and click the  GO button beside this select box.

Image28 6.3.png

If no calls have been selected, an error message is displayed and the function will not be executed. After clicking the GO button, these selection forms for the old and new organization and the new contract will be displayed.


In this form, the old and the new organization must be selected. Both organizations should use the same callsystem. Otherwise, the organization change cannot be performed. The new organization will only be set into the calls which are assigned to the old organization. All other calls will be skipped during the update. For an organization to be changed in the call, it is also necessary to set up a new contract between the new and the remaining organization. If more than one contract between these organizations exists, the new contract must be selected in this form. If there is only one contract, this need be done, as the new contract will be determined during the call update. If no contract is available for these organizations, the organization change cannot be done and the call will be skipped.Additionally a remarks text can be defined and it can be configured if messagetriggers should be fired after the update of each call.

After all selections are finished, the execution will be started by clicking the GO button.


A short protocol with the result of the update will be displayed during the execution of the call updates. The result of the update operation will be displayed as long as the call updates are being executed. After execution of all call updates, the page can be closed by clicking somewhere else.


The new list functions can be activated in the master data of a call list setup.


All activated list functions will be displayed in the call list and a function can be executed by selecting it in the dropdown box.

New fields in location and device setups


In this release, the location contact fields are made available in locations and device setups.

How does it work?


The new fields can be edited as well as all other device fields. "SD.inventory / Locations / [Location] / +Master data / [Setup with the new fields, eg. *Contact]". This will show you the location contact fields including the new “LCPEmail” and “LCPTel”.If your user has write permission in SD.inventory, you can click “Change the location master data” and set contact email and contact telephone. These fields are also part of the “*All Upload Fields” location list setup.


When the new fields are part of a device list setup, the information from the connected entity is displayed in the list. Filtering and grouping is also available. When the new fields are part of a device detail, the information from the connected entity is displayed in the device master data. These fields are read only.

Overview of new fields



  • LocationList: SD.basicdata / MyCompany / [Company] / +Setups / +Locations / +Administration: Locations-List / [LocationList] / >Add attribute.  Check the checkbox at the beginning of the line of the fields you want to add and click “vSubmit”. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click “vSave”.
  • LocationDetail: SD.basicdata / MyCompany / [Company] / +Setups / +Locations / +Administration: Locations-Detail / [LocationDetail] / >Add attributes. Check the checkbox at the beginning of the line of the fields you want to add and click “vSubmit”. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click “vSave”.
  • DeviceList: SD.basicdata / MyCompany / [Company] / +Setups / +Devices / +Administration: Devices-List / [DeviceList] / >Add attributes.  Check the checkbox at the beginning of the line of the fields you want to add and click “vSubmit”. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click “vSave”.
  • DeviceDetail: SD.basicdata / MyCompany / [Company] / +Setups / +Devices / +Administration: Devices-Detail / [DeviceDetail] / >Add attributes. Check the checkbox at the beginning of the line of the fields you want to add and click “vSubmit”. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click “vSave”.

New fields in CallList


Starting from Release 6.2, Callsystem information is made available directly in the CallList. Howeve,r some customers need to filter their calls according to their Callsystem. To do so, additional fields are introduced in this release.

How does it work?

The following fields are introduced in Release 6.3:

Shortname of the customer callsystem
Name of the customer callsystem
Shortname and name of the customer callsystem
Shortname and name of the customer callsystem
Name of the provider callsystem
Shortname and name of the provider callsystem

These fields are only available in call lists, not in call detail. The filter select box shows the callsystems based on the role they play. “CustomerCallSystems” are callsystems of all customer companies in which the current user is member of. “ProviderCallSystems” are all callsystems of all provider companies where the current user is member of.


In SD.basicdata / MyCompany / [Company] / +Setups / +CallSystems / [CallSystem] / +CallSetups / +Tracking: Calls-List / [TrackingList] / >Add attributes, check the checkbox at the beginning of the line of the fields you want to add and click “vSubmit”. Alternatively, you can click on the DefaultLabel, choose the settings for the field and click “vSave”.

All callsystems based on call side (provider or customer) are available in the “DefaultValue” field in the detail of the listfield. Select one, if you want to set this default filter. Grouping and sorting is also available for these fields.The fields can be used in all call lists. This includes “Call: Call-List” (call list in CallDetail), “Call: ParentChild-List” and “Mobile: Call-List”.

Edit Information in Templates


Edit information for templates is now being recorded and a template history is viewable. Previously, the evolution of a template was not fully documented and traceable. This flaw has been corrected in this release.

How does it work?

The editor and the edit time are logged whenever a template is edited. This includes, but is not limited to the editing of the master data and the editing of the Xml Code.The edit information is displayed in the:

  • Templatelists
  • Templatedetailview
  • Templatehistory


The name of the editor and a timestamp of the change will be displayed in the template history.


This feature does not contain elements that must be enabled in a setup.

Imprint in Topmenu


A Company specific URL cannot be set to an Imprint page in the TopMenu.

How does it work?

When editing the Company master data, two new fields can be set defining the URL and the display name. If both fields are defined, an additional button appears at the TopMenu after relogging – logging out and back in. Clicking this button opens the specified Link in a new tab.


Two new fields have been added to the Company Master Data.

Defines the URL
Maxlength = 50
Defines the name displayed for the link
Maxlength = 50


When both fields are defined, a new button is displayed at the Topmenu next to the Help Button. The changes in the Topmenu are only visible after relogin.


Clicking on the button opens the defined source in a new tab.

Flexible PiP Version in RosettaNet Connection


The restriction of using only the PiP version R11.11C is not there from Release 6.3. Now ServiceGrid can answer flexibly, depending on the PiP version that is used by the connection partner.

How does it work?

To acknowledge the RosettaNet request,  Cisco ServiceGrid sends out a “ReceiptAcknowledgement” (R-Ack). Specific XML templates are used to answer in the way that was specified by the RosettaNet standard.Several templates can be set up for use. Each template is used for a specific PiP version and which template is used will depend on the PiP version used by the incoming request.


This should be set up by a ServiceGrid implementation specialist and requires actions by ServiceGrid technical operations. Call your ServiceGrid contact if you are interested in using the RosettaNet standard in your connections to ServiceGrid.

Changed remarks due to uploaded attachments


The remarks (in which the name of each uploaded file will be stored) are changed, because the name of the uploaded file will be displayed in the callhistory.

How does it work?

This text will be appended to the remarks after saving a call update with uploaded attachments.



From release 6.3, the new remark is always generated and it cannot be customized.

Expansion of field lengths

In the database, the length of the fields “ShortName” and “Name” of the most important tables have been extended.

  • ShortName: new length 20 characters
  • Name: unlimited

For more details, see the Common Content section in Cisco ServiceGrid section.

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.

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