ServiceGrid Article - Portal Administration

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The ServiceGrid Portal can be configured by an administrative user. The administration programs are designed to reflect the common tasks and workflows when configuring the portal.

Several administration programs have been unified into this portal administration. A central function for portal administration contains administrative programs for all aspects of the portal that can use similar paradigms for editing users, setups, and access-rights through roles. Hence, users can learn how to quickly use these programs.

In the Portal Administration, the following views to the portal are available:

  • Roles
  • Users
  • Setups
  • Portalgroups

User administration, setup administration, and the portal groups view are presented in tabs. Each tab features a sortable, groupable, and filterable list and is possible to hide some columns to get a clear view of the presented data.

Role administration consists a whole track of tabs, where a role can be viewed and edited from different angles.


An administrator can create, edit, and delete roles.

An administrator can do the following:

  • Select a role to edit.
  • Create a new role


After selecting a role, several tabs specifically for that role are available. There are a user tab, a setups tab and a portal groups tab, which work very similar to the corresponding tabs in the general portal administration: the functions above the lists in the user tab and the portal tab will add/remove that one specific role that was selected at the role list.

Also, there is a tab for assigning default setups to roles.

NOTE: Each role can have a default setup for every available setup type; Additionally, there can be a default call detail setup for each available callsystem.

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The setup types are over more than fifty and can be divided among several subtabs. For each setup type, other than call detail, it is possible to specify the most one default setup, which will be the default setup among all the callsystems.

Finally, callactions can also be assigned roles.

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When a callaction—userrole—assignment has been done by an administrator, only those callactions which are valid for the current role of the user are displayed in calldetail window.


The Users tab displays all users of an administrator's company in SD² and can be made portal users by assigning them to a default role. Alternatively, a user will stop being a portal user when their default role is taken away.

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When clicking one of the buttons in the add role, remove role, or set default role, a window pops up to select the roles the action that must be performed with. You can also create a new role here.

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The Setups tab displays all the setups available to the company of an administrator. Similar to the users tab, setups can be connected with roles. When a setup is assigned to a role, it can be used by a user having that role selected.

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The PortalGroups tab gives an overview of all the available portal groups and the roles they are assigned to.


Administrators that open the ServiceGrid portal for the first time will automatically get a Portal Administration function in their top group.

The function Portal Administration can be added later to any group by right-clicking on the group in setup mode and selecting New Function.

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Portal Roles and Permissions

Roles - Define Default Setups

Defining default setups is to configure the minimum requirements for displaying a Call detail. Default setups can be defined inside the detail form of a user role.

The following figure describes how you can get there:

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Once, you are in the detail form of a role, you must switch to the Define Default Setups tab.

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In the Define Default Setups tab, there is a line per existing call system of the company. For each call system, you can define one setup that must be used as the default setup for call details in this call system.

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If you select a setup as default setup, it is assigned automatically to the current role, if it was not assigned before. It does not remove the setup from the role, if another setup is selected to be the default setup.
Defining a default setup is not mandatory for all the call systems as there are different mechanisms to find a default setup if needed as follows:

  • Find a setup that is assigned to the current role, has the same call system and is defined as the default setup.
  • Find a setup that is assigned to the current role of a different call system that is defined as a default setup.
  • Find a setup that is assigned to the current role of the same call system that is not defined as a default setup.
  • Find a setup that is assigned to the current role that is not defined as a default setup.

The system uses the first element ordered by the name if more than one element is found.


There are no special settings needed to use the Define Default Setups function.

"New Call by …" Function in the Portal

"New Call by..." function is used for creating a new call in the Portal.

Calls can be created by the following:

  • Caller
  • SLA
  • Device
  • Location
  • Solution

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

The “New Call By ...” functionality is available as five setup types in the portal and 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.

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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 the right unlabeled column grants permission to a role.

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Workflow Depending on Portal Role

The ServiceGrid portal does not use the permission groups, but the roles. Therefore, the requirement is to restrict certain actions to certain roles.

If a callaction is assigned to one or more portal roles, this action can only be used by users who work in one of these roles. The callactions are not visible for other users and is valid for all users if this action is not assigned to any roles.

In the portal administration in the CallActions tab, the assignment of callactions to roles can be done. With a mouse-click one role will be selected. For selecting more roles use the Ctrl or Shift key. The selection function will be executed for all the assigned roles.

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Customer/Provider Role defined in the Portal Role

Currently, the user has the role which he has selected at the login time to the portal. When logging in to the portal, or when switching the portal role, the user gets that role which is assigned to the user role. If the user wants to switch from customer to provider role or vice versa it is necessary to switch to another portal role and that means that a user has to be assigned at least one to two portal roles for working as customer or as provider.

The customer or provider role can be defined in the administration program of user roles.

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Enable Tabs in CallDetail Depending on the UserRole

The tabs in the right frame of the call-detail can be activated depending on the user roles.
A tab in the right frame of the call-detail will be displayed, if activated in the call-detail setup and if this tab is enabled for the currently used role.


The assignment of call-detail tabs and user roles can be done in the portal administration. A new tab CallDetail tabs is added to the administration functions of the roles.


LoginAs in Portal

Administrators need to test the portal as if they were a different user. The LoginAs feature gives specific users the possibility to experience the portal as if they were a selected user.

If the current user, login as an another user, user lists will have a loginAs button. By selecting a user and clicking the loginAs button, the portal refreshes and the user will be logged in as the chosen user.


There is a function placed in the topview that displays the currently logged in user. If the current user is logged in through loginAs, both users will be displayed. Also, the current user becomes a button. Clicking that button will switch back to the originally logged in user.



There are two possible ways to obtain the LoginAs function:

  1. When using an administrative role in the portal (the first role that is created for a company is always the administrative role) all user lists will have a loginAs button.
  2. The other way is to check a loginAs checkbox when creating a new element in the portal to display a user list. These special LoginAs-lists display a loginAs button, but will be restricted to those user roles that the current user can really login as.


Displaying the current user has been added to all topgroups, as it is needed to switch back to the previously logged in user. When creating or editing topgroups,  ensure that the current user topfunction is always in that group.

Select all Records Function

In the portal administration, users, setups and callactions can be assigned to roles. The selection of the records can be done in two ways in both lists as follows:

  • Selecting the displayed records using the check box.
  • Select all records which are fetched from the database.

With the new version, no check boxes are displayed if the mode “Select all records” is selected. In this case, the list function will be applied to all records, which have been fetched from the database according to the current filter values of the list.

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If the “Select all records” mode is deactivated, the records for the list function must be selected or deselected by clicking the checkbox of each row.

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Portal Interface Administration

User specific layout settings

In the Portal, a setup can be instantiated multiple times, using different nodes (portal elements) in the navigation tree.

After opening a specific setup instance, the user can change the layout and perform the following functions:

  • Hide columns.
  • Reorder columns.
  • Change the size of columns.
  • Expand or Hide the filter panel.
  • Expand or Hide the navigation tree.

The purpose is to store these changed settings (the customizing) for each instance of every user, so that when the user opens it the next time, the user finds it in the same state he left it in.

Storing the current layout is auto-triggered after every change. The layout “image” is based on the element and the user, so that if the user has the same setup initiated two or more times, the user can store different layouts for each setup separately.

Another action that triggers the layout saving is collapse or expand the filter panel. The default panel state is taken from default settings of the specific setup, but can be overridden by the user and is auto-saved.

No specific setup procedure is needed; storing the configuration is automatically triggered while the user operates the setup instance.

Synchronize User Layout Settings

The Cisco ServiceGrid Portal allows the storage of user specific layout settings and will be saved automatically for every 30 seconds. A Sync button is available and allows saving these settings whenever needed, ensuring that the latest changes are saved in the database.

How does it work?

The Sync button is located at the bottom right of the Portal, next to the Reset button and is disabled by default and will be enabled automatically when changes are detected. The changes include the following:

  • Window positions and sizes.
  • History of most often and recently used settings.
  • Custom filter and layout settings in a CallList Portal.
  • Global settings like expanding/collapsing the navigation tree.


You cannot click the Sync button in the following cases:

  • No changes available that have not yet been synchronized.
  • When the Sync button is disabled automatically every 30 seconds after the automatic sync.

NOTE: The Sync button is disabled automatically after clicking it.

There are no additional settings needed to use the Sync function.

Change Password

The following figure shows the standard user interface form for changing the password. At the top of the form, you can see the Name and the email address of the user. Before you can change the password, you must enter the old password once for security reasons. Next, you must fill the new password twice. If you enter two different passwords, you get an immediate visual feedback from the browser.

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A password meter is available that evaluates your new password against some criteria (for example, are there digits, capital letters and special characters in your password, is the minimum required length fulfilled, and so on).
Finally, press the Save button to submit your changes to the server and save the newly entered password.
While filling the details in the Change Password form, the user is supported in several ways to find a new password. First, there is an information icon besides the New Password to find the current password policy of the company.
Furthermore, there can be validation errors of the new password (for example, new password is equal to the last one, values in New Password label and Confirm Password does not match) are displayed directly at the Change Password form. For these errors, the Confirm Password field gets a red border and the error is displayed when the mouse hovers over the field.

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To add this feature, an administrator must open the context menu for a portal group and click New Function. Then, the administrator must choose the Change Password function and can enter the several additional fields. Finally, save the form and finish the creation.

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Forgot Password Feature

The user can also reset the password using the “Password Reset” functionality, provided this functionality is enabled for the user. To reset the password, the user must click the “Forgot your password” link on the login page. The password reset form is displayed.

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In the password reset form, enter your login name. If an e-mail address is defined for your user, you will receive an e-mail.

Enabled Password Reset

If the “Password reset” feature is enabled for your company, the e-mail contains a reset password link.

You've requested a password reset.
The link below will direct you to a form where you can set your new password:

Please contact your administrator, if you haven't initiated this process!

Thank you, ServiceGrid Support Team

The reset password link is valid for one hour. After clicking the link in the email, the form to enter your new password is displayed.
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After entering the new password, you will be logged in automatically if the new password matches the password policy of your company.

Password Reset feature is disabled

If the “Password Reset” feature is disabled, you cannot change your password by yourself. You will get information that you must contact your administrator to change your password.

Thank you for your request to reset your password.
Your Administrator doesn't allow Users to reset their own passwords at this time.
The Administrator has received your request and will be contacting you shortly to assist you with resetting your password.
Thank you, ServiceGrid Support Team

Additionally, an email is sent to the administrator to inform that you need a new password.

The user with the eMail address requested a new password for
Please initiate the reset password process.

Thank you, ServiceGrid Support Team

In the password policy of the company, it can be defined whether a user is able to reset the password.

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Search function

To provide easy access to all groups and elements in the portal, a global search function is now available in the portal.

The Search function allows you to:

  • Add the search function to any group as a function.
  • If you add it to the top menu, a text box with a search button is displayed.
  • Enter any search text. The results are displayed as list of elements.

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To add the queue administration to a portalgroup, switch into the setup mode of the portal and follow these steps:

Step 1: Right-click the Administration portalgroup and select New Function.

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Step 2: Select the Queues function and enter a name for the portal element.
Step 3: Click Save.
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The favorites tab is a more convenient and faster way to access portalelements and to bookmark the portalelements.
The favourite tab features three different sections as follows:

  • User and role specific favorite bookmarks of portalelements.
  • Most recent used portalentites.
  • Most often used portalentities.

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Adding a portalelement to favorites:
The following are the two possibilities to add a portalelement to favorites:

  • Click the favorites icon in the header of an portalelement in dashboard mode.

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  • Click the favorites icon in the column of an portalentity in listview mode.

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Removing a portalelement to favorites:
The favorites entries can be removed by right clicking the entry in the favorites section and select Remove from favorites from the context menu.

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Reordering of favorites:
The order of the entries in the favorites section can be changed by dragging and dropping the entries.

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Most often used:

The most often used section shows the 16 most often used portalentities from the user and is computed automatically. It is possible to add entries from the section to the favorites by dragging and dropping the entry into the favorites section.

Most recent used:

The most recent used section shows the 16 recent used portalentities and is computed automatically. You can add entries from the section to the favorites by dragging and dropping into the favorites section.


The behavior is available all the time and does not require to be activated separately.

MultiSession in Portal

The multisession in portal allows users to interact with the portal in different roles, that is, customizing in one browser tab and viewing the results in another.

NOTE: This function is available on certain platforms only. If you have your own custom installation, the feature would not have been enabled.

For more information, contact your Cisco ServiceGrid representative.

The session selector is shown in the top area of the portal page. Depending on the settings, 1-5 additional sessions are available.


Clicking on one of the session numbers opens another portal window in a new browser tab or browser window, depending on the browser settings.

The session selector indicates when additional sessions have been opened:

The session numbers are also indicated in the title of the browser tabs by a leading number.

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If you click an already opened session, you are asked if you want to open a new session instead of the one that is already in use.Click Yes if you want to open the new session and end the old session; click No if you want to continue using the old session.


The MultiSession function can only be used in the top area. To enable the feature, perform the following steps:

Step 1: Choose or create a top-group in the setup area of the portal.

Step 2: Right-click on the name and choose New Function.


Step 3: Choose Multisession in the first drop-down list; if the function is not enabled on your platform, it might not be available.


The name is a mandatory field; it is pre-filled with the name of the chosen function but is freely changeable.

Step 4: Choose the number of sessions you want to make available for the roles that use the top-group you are working in.

The maximum number of available sessions might be less than five depending on your platform.


Step 5: Click Save to save the new function.


After a reload, the session selector is now shown in the top area but only for users who have the permission to see the edited top-group set.

SD.dialog Wiki in Portal

The SD.dialog Wiki allows you to access the wiki while still in the portal.

Using a portal element that uses the Wiki function, the starting page of the specific wikispace can be displayed in the dashboard.

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To display the wiki start page in the dashboard, a new portal element has to be created in the folder where the wiki is desired. After selecting the New Function option in the context menu of the portal administration, choose SD.dialog Wikilogin from the function drop-down list.


SysInfo in Portal

To provide information on the current state of the platform that the user is currently working on, a SysInfo function is implemented. More information on the reports and how to interpret them is available in the Cisco ServiceGrid online documentation.
How does it work?
After clicking the SysInfo button, a page containing all the available graphics will be displayed in the content area of the portal.



To customize a button to display the SysInfo graphics, a new portal element must be created. Create this portal element in the folder in which the SysInfo button must be located and select the “New Function” option in the context menu and select the “SysInfo” function in the drop down menu.


Display name of logged user

The name of the current user is displayed, if a portal element using the function Current User has been created in the topmenu folder.

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To display the name of the current user in the top area, the Current User function must be added as portal element to the top menu.

MyCustomer/MyProvider list as portalelement

A portalelement can be created which displays an organization list. In this list, all organizations where the user belongs to will be displayed.

The organizations that is displayed depends on the options available in the portal element:

  • MyOrganizations—displays all organizations of the user.
  • MyCustomers—displays all customer organizations of the user.
  • MyProviders—displays all provider organizations of the user.

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After one organization has been selected, the detail form with the masterdata of this organization is displayed. If the organization has been selected in a customer list or a provider list, the master data can be changed if this organization belongs to the root company of the user. If the organization has been selected in an organization list, the data of this organization can be changed by the user because, this user is a member of the selected organization.

The output of the organization list has to be set in the portal setup when creating a portal element with a setup of the type Administration: Organization-List. The corresponding option has to be selected.

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Switch to SD² function

It is possible to switch from the portal to SD². In this case, the same menu entry will be activated after logging into SD². With the new options for this function, it is possible to jump directly into a specific menu or program from the portal. The user does not have to select the specific function manually.

If options for main menu and submenu are set in the Switch to SD² portal element, the user will be redirected to this function directly. (But only if the user is allowed to use this function in SD².) If the user is allowed to use the selected mainmenu and is not allowed to use the selected submenu the user is redirected to the first visible function within the main menu. If the user is not even allowed to use the selected main menu, the default function will be activated after switching to SD². It is also possible to redirect a user into a toplevel cockpitgroup of SD.cockpit.

In the administration of the portalelement a specific main menu and a specific submenu can be set for the Switch to SD² function.

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All toplevel cockpitgroups are available if SD.cockpit is selected as mainmenu.

Function "Specific SD² Page"

A new function of Specific SD² Page has been implemented in the Portal.

As long as a customer or a provider organization is selected with the new function “Organization selection on portal level”, the cockpit of this organization can be displayed in a popup window.


To customize a button to display the cockpit-tree of an organization, a new portal element must be created. Create the portal element in the folder in which the function must be located, select the option “New Function” in the context menu and select the function “Specific SD² page” in the drop-down list.


After setting the Specific SD 2 page function, an action has to be selected. Currently one action is available, namely OrganizationCockpitTree.


List feature "Select all records"

In an effort to harmonize the features of all lists, portal-style lists have been integrated in portal administration as well.The following lists have been updated:
Before selecting a role:

  • Setup
  • User

After selecting a role:

  • Setup
  • Users
  • Callactions

The lists have support for the well-known functions of portal lists such as storing custom filters, quick filtering, advanced search window, dynamically changing the layout, and so on.

A function specifically developed for portal administration is the server-side selection of all records that match some filter criteria. When trying to manage a large number of records, it is not desirable to display all records to be updated in a list. To avoid displaying all records, one can toggle the Select all records button on top of the list.

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When using another action of an administration list (for example, Assign to Role), it will be performed for all records matching the current filter criteria.
Selecting some records manually (through the check boxes besides each record) will de-toggle the Select all records button.

Queue Administration

The queue administration is added to the portal functions to have the possibility to administrate the queues within the portal. The list displaying all queues of a user can be displayed directly in a portal window.

After adding the portal function Queues to a portalgroup, the queues-list will be displayed in a window of the portal where all administrative functions for queues are available and can be used.

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To add the queue administration to a portalgroup, switch into the setup mode of the portal and follow these steps:

Step 1: Right-click the Administration portalgroup and select New Function.

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Step 2: Select the function Queues and enter a name for the portal element.
Step 3: Click Save.

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Afterwards, a new window is added to the dashboard of the portalgroup. In this window the queues-list is displayed.

Technician and Call Calendar

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

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

Calendars are available by adding a new setup to any portal group and 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.

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Portal lists/details

Recently added fields in the Portal Call Tracking list

To provide the same functionality in the new Portal call list, the missing fields have been added.

The following fields have been enabled for the new portal call list:

  • CustomerCallStateLevel
  • ProviderCallStateLevel
  • CCUMaxLevel
  • CSPMaxLevel
  • RcHours24
  • RcLeft
  • RsHours24
  • RsLeft
  • CustRtLeft24
  • CustRtLeftSL
  • ProvRtLeft24
  • ProvRtLeftSL

Once these fields have been added to the setup, they will be displayed in the list. Calculated fields (for example, RsLeft and RcLeft) cannot be filtered, and therefore cannot be dragged into the filter panel. Fields displaying a duration value will be displayed in the format defined in the setup (Minutes, Hours, and Days).

The newly added fields are treated similar to any other field, and can be added/removed through the setup administration. If the fields already exist in a setup, no further action is required to display the fields.

Improvements in filtering portal call-list

To provide the same functionality in the portal call list, filtering options and search functionality have been improved for some fields.

The following fields have been improved in the Portal:

Field Name

ContractElementStateSC, ContractElementStateSCName, ContractElementStateSCNames
ContractElementStateSP, ContractElementStateSPName, ContractElementStateSPNames


CUSCallStateGroup, CUSCallStateGroupName, CUSCallStateGroupNames
SPCallStateGroup, SPCallStateGroupName, SPCallStateGroupNames

CUSFailureTypeGroup, CUSFailureTypeGroupName, CUSFailureTypeGroupNames
SPFailureTypeGroup, SPFailureTypeGroupName, SPFailureTypeGroupNames

CUSImpactGroup, CUSImpactGroupName, CUSImpactGroupNames
SPImpactGroup, SPImpactGroupName, SPImpactGroupNames

CUSPriorityGroup, CUSPriorityGroupName, CUSPriorityGroupNames
SPPriorityGroup, SPPriorityGroupName, SPPriorityGroupNames

CUSProblemTypeGroup, CUSProblemTypeGroupName, CUSProblemTypeGroupNames
SPProblemTypeGroup, SPProblemTypeGroupName, SPProblemTypeGroupNames
CUSSeverityGroup, CUSSeverityGroupName, CUSSeverityGroupNames
SPSeverityGroup, SPSeverityGroupName, SPSeverityGroupNames

CUSUrgencyGroup, CUSUrgencyGroupName, CUSUrgencyGroupNames
SPUrgencyGroup, SPUrgencyGroupName, SPUrgencyGroupNames

QueueSCName, QueueSCNames,
Queue2SCName, Queue2SCNames,
Queue3SCName, Queue3SCNames

QueueSPName, QueueSPNames,
Queue2SPName, Queue2SPNames,
Queue3SPName, Queue3SPNames

CustomerTechnician, TechnicianShortNameSC, CustomerTechnician2, Technician2ShortNameSC , CustomerTechnician3, Technician3ShortNameSC
ProviderTechnician, TechnicianShortNameSP, ProviderTechnician2, Technician2ShortNameSP, ProviderTechnician3, Technician3ShortNameSP

The following are the functionality currently not fully supported in the new Portal CallList:
Category - ReasonCategory

  • Selection box is not yet implemented for Category Fields.
  • Selection box is not yet implemented for ReasonCategory Fields.
  • Dependency of the selection boxes of Category and ReasonCategory fields is not yet implemented.

Queue – Technician

  • Selection box is not yet implemented for CurrentTechnician Fields.
  • Selection box is not yet implemented for CurrentQueue Fields.
  • Dependency of the selection boxes of Technician and Queue Fields is not yet implemented.
  • Value ”MyQueues” is not yet available in selecboxes of queues.
  • Value “LoggedUser” is not yet available in selectoxes of technician shortname and names.
  • Selection box is not yet implemented for fields displaying multiple queues.

Drop-down lists containing all the possible values are now enabled in the Search panel for the fields mentioned above.

No setup is required.

Important fields have been implemented so that more call-list setups can be migrated to the portal design. Since a field is part of the setup it will be displayed in the portal call-list.

Following Fields have been added:

Affected Fields
Whats new?
OLA Fields




Fields are now available in the Portal Calllist
Field is now available in the Portal Calllist

Following Fields have been improved:

Affected Fields
Whats new?
Category Fields
Search functionality for better/easier searching has been added.
ReasonCategory Fields
Search functionality for better/easier searching has been added.
MyQueues Option
All Queue Fields
Dropdown box in the Searcharea contains now the Option “MyQueues”, filtering all Queues where current User is Member of.
CurrentQueue Fields
Search functionality for better/easier searching has been added.
CurrentTechnician Fields
Search functionality for better/easier searching has been added.

Reset Layout of Lists

The following are the new add-ons administrator activities:

  • The administrator can inform the user about the changes in the default layout.
  • The administrator can even force users to discard their settings.

This is particularly useful for communications between administrators and users, and even sometimes for security reasons.
If the user has an element specific layout saved and the administrator makes change in the default layout, a warning popup is displayed to the user next time they log in.


The user can revert to their original layout, or accept the administrator's changes. The popup is displayed again when changes to the default settings are made.


In setup administration, there is a new action which allows administrators to force the reset.


Clicking on this link, all users using this setup in the portal get the default settings. Notification is displayed to the user next time they use this list.

Refresh Button in Lists

When there is limited space in the Portal window, there is a need to collapse the quick search toolbar on the left edge of a call list window. If there is a need to refresh the list or re-execute the search without changing the search criteria, there is no choice but to reopen the toolbar and click the magnifying glass.

Whenever the QuickSearch is collapsed, you can click the small magnifying glass is possible. This button is located below the button for re-expanding the search toolbar. Clicking the button executes the same operation as that of clicking the expanded version.


The feature does not need any special setup and is available for each user.

Improve Ticket List performance

Based on which fields are used, the ticket list might be slow until the result is displayed. To reduce the time until the user gets the result on the screen, a new display mode has been implemented.

The ticket list can be displayed in list mode only and that neither children nor history records are displayed.
To switch between these display modes, a third view button has been added.

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  1. Simple List—Only the current ticket record is displayed.
  2. Tree—Children can be displayed, if available.
  3. History—History can be displayed, if available.

A user can change the default view mode by creating a user specific filter. The current selected display mode is stored as additional parameter of a filter.
Additionally, if the tree or history mode is activated and if a ticket has children or history records, the calculation of the symbol is done in a second request so that the initial ticket is displayed.


Display mode is used by default can be defined in the setup master data.

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If “ShowHistory” (1) is activated, the ticket list will be displayed in “History” mode. If “Tree” is selected as default view (2), the list will be displayed in “Tree” mode. For all other options, the list will be displayed in “List” mode. The option “graphic”, “table” and “template_link” are ignored for portal ticket lists.

The visible display mode buttons can be customized by these three check boxes:

  • ListLink (3): activates List button
  • TreeLink (4): activates Tree button
  • HasHistoryChoice (5): activates History button

Type ahead lookup

The new CallDetail provides a modern look and feel, combined with great usability when viewing a call. However, selecting a data object from a selection list often takes too much time and feels counterintuitive.When customized correctly, the TypeAhead feature provides a great way to link entities like Locations or Devices to a call.

In addition to the selection group, you have a drop-down list in combination with a text field available. After typing at least three characters in the text field, you can view the results of your search available in the drop-down list. You can easily select one of the entries to make your selection. The Call detail page reloads because your selection might affect other fields of the call too.

The search only works on the displayed field, for example, in the CallerShortName field, you can only search for a shortname of a person. However, all fields of the customized setup will be displayed as a comma separated list in the drop-down list.

Image001 6.7.png

Alternatively, you can also use the selection loupe. The text you entered in the text field will be used as a pre-filter for the list to enhance the usability.

The “TypeAhead” lookup feature is available for the following search functions and columns:

Lookup function
Customer lookup
Provider lookup
Contractelement (SLA) lookup
Caller person lookup
Contact person lookup
Helpdesk person lookup
Location lookup
Device lookup

Every TypeAhead field requires to have a selection loupe enabled, because it uses the same setup as the selection loupe. In the setup of the field of your choice (for example, CallerShortName), enable the “HasSearchButton” option and select a setup.

Image002 6.7.png

Make sure that the corresponding columns are available in the selected setup, because the search on the list can only be executed if the corresponding field is available.

The field pairings are as follows:

Calldetail field
Selection setup field

If you want the TypeAhead to work for the CallerShortName column, your selected setup must contain the column /BPPersons/ShortName.Otherwise, you will see this error message: "TypeAhead Lookup not possible: LookupField not part of SearchList".

Image003 6.7.png

The “TypeAhead” Lookup results are also restricted by the EntriesPerPage setting of your selected setup. Only the first page will be visible in the drop-down list.If more entries are available, you will see the following warning message: "More records available".

Image004 6.7.png

Tooltips on CallActions and Labels in CallDetail

To give the user more details instructions on what must be done at this stage of the call, tooltips can be displayed for CallActions and all fields in the left frame of the CallDetail form.

How does it work?

If setup correctly, a tooltip is displayed when hovering over:

  • a label is a CallDetail field
  • a CallAction



For CallActions, an additional tooltip is displayed showing the name of the setup, but only for portal administrators.

Tooltips on CallActions

Step 1: Go to BasicData > MyCompany > CallSystems > YourCallSystem > Workflow > CallActions
Step 2: Select a CallAction.
Step 3: Click Change master data.

A new field Description is available, which is displayed as a tooltip when hovering over the CallAction.


Tooltips on labels

Step 1:Go to BasicData > MyCompany > Setups
Step 2: Select a CallDetail Setup.
Step 3: Select a SetupField.

A new field Description is available, which is displayed as a tooltip when hovering over the label of this field.


Display CallHistory in Ticket List

To view the values of older versions of the ticket (CallHistory) in the Portal, it is necessary to open the CallDetail and view the history in the right frame. The history entries of tickets are now available in the CallList in order to enable faster access.

How does it work?

When a CallList is configured (through its Setup) for HistoryMode, an expander icon:Image024 6.9.jpg is shown in front of each line which contains a ticket with history entries. Clicking the expander icon opens new lines. Each line shows the values for a history entry of the ticket.
A CallList can be either in HistoryMode or in TreeMode which means that clicking the expander icon will either open to show lines with history entries or with children.

NOTE: You cannot combine the HistoryMode and TreeMode.


Existing setup master data features are used to set up the CallList for history view.
To setup the list, follow these steps:
Step 1: Click the name of theTracking: Calls-List setup which you want to configure
Step 2: Click Change the setup master data to access the general features of the setup.
In the left column, you will find the two relevant check boxes as highlighted in the diagram below:

Image010 6.9.jpg

  • ShowHistory: When this feature is checked, the CallList will be loaded in HistoryMode; Otherwise, it will be loaded in TreeMode.
  • HasHistoryChoice: When this feature is checked, a mode selector (displayed in the image below) will be shown in the Quick Search and in the Advanced Search.

Image011 6.9.jpg

This selector enables a quick switch from HistoryMode to TreeMode and vice versa. When the HasHistoryChoice check box is not checked, the mode selector will not be shown and hence, the portal user cannot change the mode of the list.
The selected mode of the list is stored within the Custom Filter. In this way, the portal user can overwrite the setup-values for ShowHistory.

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

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