ServiceGrid Article - Notifications

From DocWiki

Jump to: navigation, search



The notification functions will provide automatic notification to service desk personnel handling a service call through email or SMS.

Mail (SMTP)

Building Outbound Message Rule for sending Emails

To build the outbound Message Rule for sending Emails:.


Step 1: Go to BasicData/MessageRules.
Step 2: Click AllTriggers in the left side menu.
Step 3: Click the function link Create new message trigger.
Step 4: Click Company and CallsystemTriggerType as "When update by".
Step 6: Click Next.
Step 7: Fill in the trigger master data.
Step 8: Click Save to save the changes.

Outbound Communication

Step 1: Click the function link Add new outbound communication
Step 2: Select "SMTP.out - Mail from SD" as communication type.
Step 3: Click Next.
Step 4: Fill in the communication master data.
Step 5: Click Save to save the changes.


Step 1: Click the function link Add new template
Step 2: Select the template and template type.
Step 3: Click Save to save the changes.


Step 1: Click the function link Add new receiver.
Step 2: Select the receiver from the list or enter a fixed mail adress.
Step 3: Click Save to save the changes.

QuickLog Number

With the QuickLog function, a link for instant login without user authentification (it includes login name and password) can be automatically generated and sent to a person through MessageRules (For example, e-mail communication). Using the link, the receiver can use the QuickLog URL to login and see/edit the call according to the user rights of the defined QuickLog user. This provides the users a quick access to a ticket as well as a restricted login possibility without having specific application user. This function can only be used to edit/review the call, which the user is associated with. Additionally, a timeframe for the validity of the quick login link can be defined.


  • Generate an outbound communication (MessageRules).
  • Add a receiver to the communication.
  • Select a QuickLogUser with the Search button and / or define the user with the drop-down box “Type”.
  • Delete a defined QuickLogUser with the trash button.
  • Add the “QuickLogNumber” field into the template

A QuickLogUser can be defined for every organization.

Auto selection of the QuickLog Users

When using the QuickLog function, a user for login will be selected according to the following rules:

  • The function looks, if a user is defined as QuickLogUser inside the receiver definition.
  • No QuickLogUser defined: Receiver type will be used.
  • No Receiver type: The QuickLogUser of the organization will be used.
  • No QuickLogUser is found: No QuickLog number will be generated.

Duration of validity

For one default value, a QuickLogNumber is unlimitedly valid. To set a time limit, edit the user and add the time (in minutes) for the duration the link should work into using the QuickLogNumberValidityMinutes field.

Fields supporting the QuickLog function

Field Name
Field Description

User Detail


Defines how long a QuickLogNumber should work after its creation. Enter the time in minutes.

User List


Shows the entered validity time of the QuickLog URL in minutes.

Organization Detail


Use the Search button to select the default QuickLog user of an organization.

Organization List


Shows the name of the assigned QuickLogUser

Conditions / Restrictions

  • Only the specified call can be edited / displayed through the QuickLog function.
  • Only the functions of the CallDetail are available, the rest of the application is not available.
  • The QuickLog URL will be invalid after the defined time is exceeded.
  • A selected QuickLogUser must have a valid login, password and permission group.

Example (outbound template):

The login URL is generated by combining the application link and the QuickLogNumber (performed through a template).;QuickLogNr=

Output result (example not working):;QuickLogNr=1830032171117545760184922420235024

QuickLog number use cases

The QuickLog allows involving (end) users having a restricted login permissions. This is an effective approach to integrate a large amount of users, who are seldom involved in calls as well as to integrate users, who want to access a call directly through a given link. In addition, users having no login can have access to single calls. This means that the users who have not registered also can work or read calls using the QuickLogNumber.


SMS (Short Message System) is a special purpose communication protocol for mobile phones. SMS is primarily used to send short text messages from one mobile phone to another mobile phone. SMS may also be used to send short text messages from a host system to a named mobile phone. In other words, it is possible to use an SMS Server to route SMS messages sent from a mobile phone to an SMTP mailbox. These features are also available within the Cisco ServiceGrid communication architecture.

Parameters needed

For security reasons (authentication), the phone number(s) the partner is sending SMS messages from should be named. In addition, the phone number(s) in which the partner wants to receive SMS messages should be named.


SMS is not a secure protocol. However, there are no known incident where data sent with an SMS has been captured.

Inbound SMS

SMS Sender
The sender must be a valid user on the ServiceGrid platform. In the user settings, the "MobileTel“ field must be filled with a valid phone number. The format of the phone number stored in the field MobileTel must be:

{CountryCode without leading zeroes or plus-sign}{area code without leading zeroes}{mobile-tel}

Example:. 43676844880253

43 ... Country Code
676 ... Area Code
844880253 … Mobile Tel


A corresponding inbound message trigger must be created. The correct converter is SD.sms and the related CommunicationType is


The format cannot be customized. The Syntax is:


Parameters Used

Parameter Name
Indicates the unique internal ID from ServiceGrid
X or C
Indicates that the call should be closed
Indicates that a call update will be transferred without changing a CallState
Indicates that the call update should set the recovery timestamp
Indicates that the call update should set the acknowledge timestamp
Indicates that the call update should set the response timestamp
Indicates the additional text placed in the Remarks field

For setting the correct timestamp, the CallState having the lowest sequence number is selected.

Error handling

If an error occurs, the SMS sender will be informed by an SMS containing the error message.
FAX (facsimile transmission) may be used to set up a one-way notification (only ServiceGrid outbound).

Partner specification: The phone number(s) in which the partner wishes to receive FAX-messages should be named.

FAX is not a secure protocol and the messages are sent through SMTP/Mail to a FAX gateway.

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

Rating: 0.0/5 (0 votes cast)

Personal tools