ServiceGrid Article - Organizations

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Contents

Overview

Every company has one or more organizations. Service contracts are always conducted between organizations.

Depending on the assigned contracts, organizations have the following roles:

  • Service provider organization (For example, incident management, and problem management)
  • Service customer organization (For example, certain departments, regions or external companies having service contracts with the different service organizations)

Sddatavieworganizations-14135755-700px.jpg


A company has at least one (minimum) or more organizations. Organizations can have user, location, device, and contract, including services data. Organizations are the base for the contracts, which define the organizations that should work together. Only the members of an organization are allowed to work and view the organization data. Depending on the assigned contracts, organizations act as a service provider organization, as a service customer organization or both.

NOTE:

  • A company should have at least one organization.
  • One organization can have ONE CallSystem (service management workflow) only, but can be mapped with several CallSystems.
  • User must be a member of at least one (minimum) organization, but can be a member of many organizations.
  • Users can only see the data of the organizations that they are the members of.
  • We recommend to have an own organization for each role—service provider and service customer.
  • Organizations are not created through the hierarchical structure of the company. Organizations inside the Cisco ServiceGrid platform are created according to their functional view.

For example, a technician who is a member of three organizations (Change, Incident and Problem) and has the access to these organizations, is allowed to use the three different workflows (CallSystems) of those organizations.

Create and administrate organizations

The organization data are administrated inside the BasicData module.
1. To create or administrate organizations, select the Organizations folder located in the BasicData > MyCompany > Select your company > Organization .
2. Use the function Add new organization to create a new organization.

Mandatory fields

To create an organization, you need to enter the following values:

FieldName
FieldDescription
ShortName
Short name of the organization
Name
Name of the organization
Company
Short name of the company
Street, Zip, City, Country
name of the Street, Zip, City, country
Contact
Short name of the contact person
Tel, TimeZone
telephone number and Timezone setting

NOTE: If the organization should use a CallSystem (workflow), select additionally the CallSystem from the drop-down list.


Mass editing of organizations

The Download list function helps to download organizations. Similarly, the user with Cisco ServiceGrid super user privilege can upload organizations.

Delete organizations

To delete an organization, select it from the organization list and press the Delete contract function.
Users with write permissions for BasicData can delete a contract.

NOTE: Contracts can only be deleted if it does not hold user, contracts, devices or locations. Those references should be deleted before. Incase the organization has been used inside a call, it cannot be deleted.

The following points should be noted while deleting an organization:
1.Delete all referenced objects. For example, contracts, users, devices, and so on.
2.Delete all relations to service items.

Deactivate used organizations

Maintaining the data integrity demands that used data objects cannot be deleted from the Cisco ServiceGrid platform. This means once an organization was used inside a call, holds, or still holds other data objects it cannot be deleted.However, there is a soft deletion option to exclude such organizations from lists and selections.

NOTE:

An organization can be deleted if it is not assigned to a call.
An organization cannot be deleted as long as it holds any other data objects.

The following two options enable you to perform a soft deletion of the contract used in a call:

  • Recycle the contract by renaming and reusing it.
  • Deactivate the contract through the IsActive flag.

Deactivating an organization will also deactivate all its references users, if assigned to this single organization.

Mass deletion of organizations

Contracts cannot be deleted through uploads, but they can be deactivated (soft-deletion) by unchecking the IsActive flag. Super User right is required to perform this task.

For more information about Cisco ServiceGrid upload and download options, refer to the SD.Databroker document.

Create new Contracts

The Contract function helps to create new contracts directly from the organization detail.

For more information, refer to the Contracts document.

Users of the Organization

The Users' subfolder inside the organization folder lists all the users of the selected organization. Further users can be assigned through the BasicData>'Users, or through user upload.
Use the Tree function, to see the hierarchical relations of the users.
Use Expand all and Collapse all, to open and close the hierarchical tree.
Use Download tree to download the shown results.

Locations of the Organization

With Locations, all locations of the organization are displayed.
Use the Download list to download the shown list.

Further locations are assigned through the SD.inventory tab Locations.

Holiday Calendar

Each organization can hold holiday calendars.
To add a holiday calendar, use the Add new holiday group to organization.

NOTE:

  • The Add new holiday group to organization function will only be shown when the currently logged user has the role Service Provider.
  • In case the administrator has to add a holiday calendar to a customer organization, he should have the service customer role as well.
  • To change the role, use the button located on the right of the user name.
  • Select the required calendar from the list.
  • If more than one calendar is defined per organization they will be added together.

User Calendar

With User Calendar, the system lists all users of the organization showing their availability.

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


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