ServiceGrid Article - Common Content

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Contents

Overview

Common Content provides common data such as country codes, time zones, and so on to all participants of the Cisco ServiceGrid platform.

Global Codes

Global codes define common definitions for the following:

  • Country Codes
  • Languages
  • Business Partner Types
  • Priority Codes
  • Product Classes (UNSPSC)
  • Severity Codes
  • Request Types
  • IMAC Types

Country Codes

The Country Codes list all available countries.

The following information is available for each country:

  • ISO code
  • Name
  • ShortName
  • Description
  • IsActiv

Language

All the languages listed below can be used inside the application. Languages can be assigned to users and some languages can be used as application languages. A language where the field Locale is filled, is also available as an application language.

The applications can be used with the following languages:

  • Croatian
  • Czech
  • English
  • German
  • Hungarian
  • Polish
  • Romanian
  • Slovak

The application language can be set for every user individually.

To set an application language for a user, follow these steps:

Step 1: Select a user.

Step 2: Edit the user data.

Step 3: Assign the application language by using the drop-down box ALAName (application language name).

Every language will have the following information:

  • ShortName
  • Name
  • Locale (required when language becomes available as an application language)

For more information about language, refer to the Multilanguage document.

Business Partner Types

The following roles are available for every company in the Cisco ServiceGrid Application:

  • Service Customer
  • Service Provider

NOTE: A company must have at least one rule defined by its organization.
Every company role will have the following information:

  • ShortName
  • Name

Priority Codes

Priority codes can be individually defined for each CallSystem of the application. The priority codes are for internal system usage of the Cisco ServiceGrid platform.

Product Classes (UNSPSC)

United Nations Standard Products and Servicse Code (UNSPSC) is an international coding system that helps to classify products and services. It has over 15,000 terms for classifying products and services. UNSPSC numbers can be used for classifying devices (SD.inventory) according to the international standard code.

Severity Codes

Individual severity codes can be defined for each CallSystem of the application. The severity codes are for internal system usage of the Cisco ServiceGrid platform.

Request Types

The defined request types are used to classify all requests of the platform. The request type can be defined within each contract element and service item. The request types can be used as list filter and as reporting criteria in SD.report and SD.cockpit.

NOTE: The request types are as specified in ITIL and cannot be customized.

The following eight request types are available:

  • Incident
  • Problem
  • Change
  • Release
  • Service
  • Order
  • Alert
  • Other

IMAC Types

The Install/Move/Add/Change (IMAC) services are an important part of the asset and service management.

The following IMAC types are available:

  • Create
  • Install
  • Move
  • Add

Date and Time

Global codes provide common definitions of the following:

  • Time zones
  • Holiday (calendar)

Time zones

Currently Cisco ServiceGrid supports nearly 330 time zones. All supported time zones are listed under the Time Zones link.

For more information about time zones, refer to the Date, Time and Timezones document.

Holiday

Cisco ServiceGrid has created holiday calendars for nearly 80 countries. Holiday calendars can be set for every organization differently.

For more information, refer to the Organizations document.

Dictionary

The dictionary contains common data for:

  • Properties
  • Sets
  • Units
  • FieldGroups
  • Fields
  • Reports
  • MenuEntries
  • PermissionGroups
  • Actions
  • MultiLangKeys
  • MultiLangTranslations

Properties

not in use

Sets

not in use

Units

More than 40 different units can be used on the platform.

FieldGroups

For a better categorization, all available fields of the application are grouped into field groups. All defined field groups (35) are listed under FieldGroups.

Fields

Under the Fields link, all available fields of the application can be found. In total, more than 5,000 fields are available. Click on an entry to receive more information about a field.


Field Name
Field Description
IsUsedByCallList
This flag indicates whether this field can be used in a CallList.
IsUsedByCallDetail
This flag indicates whether this field can be used in a CallDetail.
IsUsedByReportCallList
This flag indicates whether this field can be used in a ReportCallList.
IsUsedByInboundTemplates
This flag indicates whether this field can be used by an inbound template.
IsUsedByOutboundTemplates
This flag indicates whether this field can be used by an outbound template.
IsMandatoryInbound
This flag indicates whether this field is mandatory for an inbound communication.
HasValueList
This flag indicates whether this field has a list with values assigned.
IsUsedByContracts
This flag indicates whether this field has a list with values assigned.
IsUsedByServiceItems
This flag indicates whether this field is used by Contracts.
IsUsedByContractElements
This flag indicates whether this field is used by ContractElements.
IsUsedByMessageRules
This flag indicates whether this field is used by MessageRules.
IsUploadable
This flag indicates whether this field can be uploaded.


Reports

Cisco ServiceGrid offers over 440 predefined reports which can be used in SD.report module and as elements in SD.cockpit module. Under the Report link, all available reports are listed. Use the Module drop-down box to display only:

  • SD.report—Only reports available to the SD.report module.
  • All—All reports available for SD.report and SD.cockpit modules.

Use the Type drop-down box to display only:

  • CallList
  • CallVolume
  • CostParts
  • DataPool
  • GrossProfit
  • ServiceTime reports

Click on a Report to receive more information.

MenuEntries

The MenuEntries lists all menu functions which are available for the menu tab rows of the application. Most functions can be addressed directly through links. Therefore, the field URL holds the URL information of how to access these functions directly.

Click on a MenuEntry for more information.

Permission Groups

Cisco ServiceGrid offers 30 permission groups and all the available groups are listed with their details.

The following seven permission group types are available:

  • Super user (1)
  • Administrator (1)
  • Service Support (10)
  • Service Desk (10)
  • End user (6)
  • No Login (1)
  • System (1)

Click on Permission Groups for more information.

Actions

The action list displays all available actions/functions of the application.

For example: List view Actions. SD.ServiceManager 173—199.

MultiLangKeys

The MultiLangKeys (Multi Language Keys) lists all available languages keys of the application. They are the base for all available languages, and for further translations into other languages.

To add a new application language to the system, the translations of these listed language keys are required. The full UTF-8 support of the application allows all alphabets which are supported by the UTF-8 standard. For example, Cyrillic, Arab, and so on.

For more information, refer to the Multilanguage document.

MultiLangTranslations

Through the full UFT-8 support, the Cisco ServiceGrid SD² can work with any language, which supports the UTF-8 standard. The MultiLangTranlations (Multi Language Translations) lists all currently available translations. Use the Language drop-down box to select a language.

The current version is available in the following eight languages:

  • Croatian
  • Czech
  • German
  • English
  • Hungarian
  • Polish
  • Romanian
  • Slovak

For more information, refer to the Multilanguage document.

Communication

Communication Templates

Common Content contains all the available sample communication templates. Cisco ServiceGrid offers around 60 sample templates which can be used as master for individual templates. Templates are used for communication (MessageRules) or to view Calls in HTML (View button).

The following are the features of a communication template:

  • Use the detail view to get more information about the chosen template.
  • Under Select a Communication you can see which communication is currently using this template.
  • Click on XSLEditor to see the code of the selected template.

Communication Types

Communication type will enable the application to communicate with users and internal and external systems.

Field Name
Field Description
ShortName
The short name of the communication
Name
The name of the communication
Parameter1—5
Individual parameters used by a communication
InternalType
The internal communication type
IsInbound
This flag indicates if the communication is an inbound communication (Y/N)
IsOutbound
This flag indicates if the communication is an outbound communication (Y/N)
IsGlobal
This flag indicates if the communication type is available to all companies


Receivers and Sender Types

Under receivers and sender types, all currently available types are listed. Click on an entry to see more information.

Converters

The Converters link lists all programmed converters. Some of these converters are individually programmed and are not usable for common usage.

Control Tags

Controltags are used to control B2B messages based on user-defined functions.

Control Tags Template

<!-- Control Tags BEGIN -->
<Control.DeactivateOutboundTriggers><xsl:value-of select="/SD.call/Control/DeactivateOutboundTriggers" /></Control.DeactivateOutboundTriggers>
<!-- Deactivation of outbound triggers means, that the defined 'When Update By' triggers will be deactivated. Alert and When Notes created triggers are not affected.
Possible values: OfPartner - deactivate Partner message triggers, MyOwn - deactivate own message triggers , BothSides - deactivate messagetriggers on both ends, No - all triggers fire, default value -->
<Control.UsePartnerSideSuccessors><xsl:value-of select="/SD.call/Control/UsePartnerSideSuccessors" /></Control.UsePartnerSideSuccessors>
<!-- If set to """"N"""" Partner-Successor-Rules will not be checked. Deactivation of successor allows the ticket to be set to the state that was sent in the inbound message whether it is allowed or not. Possible Values: """"Y/N"""" -->
<Control.ForwardAfterClose><xsl:value-of select="/SD.call/Control/ForwardAfterClose" /></Control.ForwardAfterClose> 
<!-- If set to """"N"""" Partner-Outbound-MessageTrigger will not be fired if call was closed before update with actual record. Possible Values: """"Y/N"""" -->
<Control.MakePreSelection><xsl:value-of select="/SD.call/Control/MakePreSelection" /></Control.MakePreSelection> 
<!-- If set to ""Y"", converter tries to find an open Call only using SPCallID or CustCallID (Without ContractInformation).  Possible Values: ""Y""/""N"" -->
<Control.SetCurrentCallState><xsl:value-of select="/SD.call/Control/SetCurrentCallState" /></Control.SetCurrentCallState> 
<!-- Inbound ControlTag - Values: """"Y/N"""" - If set to yes,  current CallState will be set explicit, if no CallState is sent. (Activates Mapping-Rules) -->
<Control.UpdateAfterCloseAllowed><xsl:value-of select="/SD.call/Control/UpdateAfterCloseAllowed" /></Control.UpdateAfterCloseAllowed> 
<!-- Inbound ControlTag  Values: """"Y/N"""" - If set to yes, the customer can update an existing Call after close if no Calls.ID is given. -->
<Control.UseCodeDefaults><xsl:value-of select="/SD.call/Control/UseCodeDefaults" /></Control.UseCodeDefaults> 
<!-- If it is set to ""N"" no default-code (e.g. Priority) will be set, if value is not given by inbound interface. -->
<Control.UseSuccessors><xsl:value-of select="/SD.call/Control/UseSuccessors" /></Control.UseSuccessors> 
<!-- Control Tag  If set to ""N"" only Partner-Successors are valid. Own Successors will be ignored. Values: Y/N -->
<Control.UseIndependentDeviceRef><xsl:value-of select="/SD.call/Control/UseIndependentDeviceRef" /></Control.UseIndependentDeviceRef>
<!-- If yet to ""Y"", the call is searched for without device data and the device used for the call-device relationship is searched for independently  -->
<Control.MergeDefaultsOnContractOrContractElementChange><xsl:value-of select="/SD.call/Control/MergeDefaultsOnContractOrContractElementChange" /></Control.MergeDefaultsOnContractOrContractElementChange>
<!-- If set to ""Y"" and the message cheanges the Contract/ContractElement of the call, the defaults are re-merged from Con/CEl to Call -->
<!-- Control Tags END -->



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


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