ServiceGrid Article - Customer Specific Categories

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A customer specific category tree may be used when different customer organizations needs different categories to select that cannot be provided by the field "Category" or "ReasonCategory".

Define a mapping table

To use customer specified categories you have to create one mapping table with the name CustomerSpecificCategories.

Note: The name is decisive. It is not the shortname. The definition of the masterdata you see in the screenshot:


The following table shows the definitions of the labels.

Defines the field of the customer organization to define which customer specific category tree should be used. This must be a InternalFieldName from the fieldgroup Organization.
Label02 The question name.
Label03 The number of the question - will be used for sortin.
Label04 The display string of this category.
Label05 - Label09 The setting for building the tree in the SD style for building trees.

Limitations of the tree are:

  • One question of the tree may have a maximum of five levels
  • A tree may have a maximum of five question.

Fill the mapping table with data


FunctionPort: Add CallAdditionals to a CallDetail form


The value CustomerSpecificCategories must be set as the DefaultValue to use this Function Port. If  HasSearchButton is checked, the detail form will have a search button that leads the user to a form where itis able to select the values from the customer specific categories.

If the user clicks the search button, a mapping table with name CustomerSpecificCategories will be searched. In this mappingtable is label01 taken the corresponding field of the customer organization is taken. For example, if label01 is called Category, the field Category from the customer organization is taken. Let's assume this organization has as category the value CustCat1. Now all mappings that has in field01 the value CustCat1 will be taken and a tree will be formed out of this entries.


Click Save in the Tree

If the user clicks save in the tree, the selected options from the tree will be saved in the first CallAdditional, the tree will be closed and the user returns to the CallDetail form.

Note: The call is not saved! But the CallAdditional is already saved!

If the user clicks save without having answered all questions, he will get an error message.

UserExit: Specify field UserExit in CallAction


To use the customer specific categories in a CallAction you have to set the field UserExit in the CallAction setup with the value CustomerSpecificCategories.

The selection of the tree works in the same way as described above in the section FunctionPort: Add CallAdditionals to a CallDetail form.

Save the selection in CallAdditionals

If selections are made in a tree and the Save button is clicked, the answers will be saved in CallAdditionals in the following way:

Question 1:

CallAdditional Field 1: concatenate: Level 1 - Level N

CallAdditional Field 2: Leve 1

CallAdditional Field 3: Leve 2

CallAdditional Field 4: Leve 3

CallAdditional Field 5: Leve 4

CallAdditional Field 6: Leve 5

Question 2:

CallAdditional Field 11: concatenate: Level 1 - Level N

CallAdditional Field 12: Leve 1

CallAdditional Field 13: Leve 2

CallAdditional Field 14: Leve 3

CallAdditional Field 15: Leve 4

CallAdditional Field 16: Leve 5

Question 3:

CallAdditional Field 21: concatenate: Level 1 - Level N

CallAdditional Field 22: Leve 1

CallAdditional Field 23: Leve 2

CallAdditional Field 24: Leve 3

CallAdditional Field 25: Leve 4

CallAdditional Field 26: Leve 5

Question 4:

CallAdditional Field 31: concatenate: Level 1 - Level N

CallAdditional Field 32: Leve 1

CallAdditional Field 33: Leve 2

CallAdditional Field 34: Leve 3

CallAdditional Field 35: Leve 4

CallAdditional Field 36: Leve 5

Question 5:

CallAdditional Field 41: concatenate: Level 1 - Level N

CallAdditional Field 42: Leve 1

CallAdditional Field 43: Leve 2

CallAdditional Field 44: Leve 3

CallAdditional Field 45: Leve 4

CallAdditional Field 46: Leve 5

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

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