ServiceGrid Article - Cisco ServiceGrid Release Notes V5.3

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This release notes describes the new functions of the ServiceGrid applications introduced in the Winter 2009 Release, Version 5.3. The following items are covered in the article:

  • Outlines the new functions and modules.
  • Gives a brief look, on how the new functions are implemented, managed, and used.
  • Describes the benefits of the new functions through small use cases.
  • Provides information on how existing functions are extended or changed.
  • Provides information about implemented bug fixes.
  • Provides information about new or updated application documentations.

Release Dates

New functions are introduced in the Winter 2009 Release Version 5.3 on December 13, 2009 to all customers using the ServiceGrid main infrastructure. All customers running ServiceGrid on their inhouse  infrastructure or on a ServiceGrid partner infrastructure have different release dates. These dates occur after the update of the ServiceGrid platform. Contact your implementation partner for the update date.

Availability and licensing of new functions and modules

  • All new functions and modules are installed on the platforms.
  • New functions and modules, which are part of the general update, will be available to all customers of the platform.
  • Some functions will be automatically available to all users.
  • Some functions or modules should be configured or activated first.
  • Some of the new functions and modules should licensed separately before being used in customer's customized system.


This summary gives a brief overview of the new functions introduced in this release.

  • Service Manager - Usability improvements
    • Clear Call fields in CallDetails
    • Sorting enhancements in CallList
    • Placeholder in CallDetail
    • Enhancement of the CallAdditional functionality
  • Databroker - Enhancements
    • Export and Import Data through FTP
    • Export Data through Webservices
  • Functionport – Integration improvements

    Standard Functionport to BC Atrium®

    Functionport to SAP®

Service Manager

Clear Callfields in CallDetails

In some cases, it is useful to empty a call field using a certain action. For example, to force a new input in a field which is still filled. With this new feature, call fields can be cleared by checking the flag “Overwrite with DefaultValue” in the administration of the CallDetail setups and leaving the field “DefaultValue” empty.For example, to clear the field TechnicianNamesSP, follow these steps:

Step 1: Check “Overwrite with DefaultValue”.
Step 2: Leave the field “DefaultValue” empty.

SD ReleaseNotes V5 3-001-02140756.png

With the action "PROGRESS INCIDENT" with the Setup "Level 1: Progress Incident", the field TechnicianNamesSP will be cleared.

SD ReleaseNotes V5 3-002-02140804.png

SD ReleaseNotes V5 3-003-02140814.png

Advanced sorting in CallList

The advanced sorting in CallLists allows sorting the calls by multiple fields. There is no need to customize the CallLists. The feature will appear automatically after deployment of the new release.

After clicking the multisort-symbol...

SD ReleaseNotes V5 3-003f.png or more parameters can be defined.

SD ReleaseNotes V5 3-004-01135051.jpg  SD ReleaseNotes V5 3-005-01135055.jpg

After selecting a new parameter, an additional row will appear.

SD ReleaseNotes V5 3-006-01135059.jpg  SD ReleaseNotes V5 3-007-01135103.jpg

After selection of the parameters, click the GO button to have the CallList sorted. The black triangles indicate the rows.

SD ReleaseNotes V5 3-009-01135111.png

To deselect the sorting by multiple fields, just click any label.

Placeholder in CallDetail

For design and usability purposes, the content of a CallDetail are now separated / structured using special divider with or without a label. To customize such a divider, go to the administration page of the CallDetail and “Add attribute”. In the SDFieldGroup “Miscellaneous”, you will find the special placeholder fields. The fields can be added like any other field.

SD ReleaseNotes V5 3-010-01135114.jpg

For example, in this CallDetail, two placeholder are defined, PlaceHolder1 without label and PlaceHolder2 with label.

SD ReleaseNotes V5 3-011-02140834.png

And here you can see the result of customizing the two placeholders.

SD ReleaseNotes V5 3-012-01135122.jpg

CallAdditional functionality Enhancement

For details on CallAdditional functionality, refer to the Data Objects CallAdditionals section in SD Release Notes V5.2 section 3.7.1. The enhancement includes the following new features:

  • Create, edit, and delete CallAdditional records.
  • View CallAdditionals in CallTracking.

To create and edit CallAdditional records, check the flag “HasCreateNewLink” in the master data of the CallAdditional setup.

SD ReleaseNotes V5 3-013-02140843.png

To be able to delete single records, add the attribute “DeleteButton” to the CallAdditional setup.

SD ReleaseNotes V5 3-014-01135130.jpg

Now a “Create new record” link will appear in the detail view of the CallAdditionals.

SD ReleaseNotes V5 3-015-02140906.png

After clicking the link, you can enter a new record.

SD ReleaseNotes V5 3-016-01135137.jpg

To delete a record, just click the delete button (Trash icon):

SD ReleaseNotes V5 3-017-02140919.png

To add the fields to the CallList, use the common items in CallList setups function to add fields to your list. The field has the prefix “/“. Types of Fields are:

  • Functionport
  • IsActive
  • PosNr
  • EditTime
  • EditorNames
  • Field1-64
  • URL1-8
  • URLName1-8

SD ReleaseNotes V5 3-018-01135149.jpg


With the new release, two additional options for data import and export are available for an efficient automated data management:

  • Push data export through webservice.
  • Import and export data to/from the ServiceGrid FTP server.

Use case

  • Data export through webservice: Push data to other system automated
  • Data export through FTP: Push data to ServiceGrid FTP Server
  • Data import through FTP: Pull data from ServiceGrid FTP Server


  • Transfer activity data to a time recording system.
  • Automated data export to data warehouse.
  • Automatically process data from external systems which are copied to ServiceGrid FTP Server.


The new function in SD.DataBroker may be used by the administrator to export and import data to other systems.

Setup (data export via webservice)

To enable the function follow these steps:

Step 1: Create a new Servicedefinition (BasicData/MyCompany/Servicedefinitions).

SD ReleaseNotes V5 3-019-02140927.png

In Servicedefinition, the following information should be set:

  • ShortName
  • Name
  • Valid WSDL (Web Services Description Language) provided from the other system
  • UserName
  • Password

NOTE: The connectivity to other system is guaranteed, otherwise contact ServiceGrid support.

SD ReleaseNotes V5 3-020-01135157.jpg

Step 2: Create an export template to process data (BasicData/MyCompany/ Setups/ Templates).
Step 3: Create a download scheduler (SD.DataBroker /Downloads).

The following information should be set:

  • Setup
  • Name
  • Period
  • StartTime
  • Destination: WebService
  • Format: automatically set to XML
  • Template
  • WebService: choose from all entries from the Servicedefinition
  • ServiceOperationName: choose from the ServiceOperationNames which are available in the WSDL File
  • LastResponse: the response code from other system after pushing data

SD ReleaseNotes V5 3-021-01135200.jpg

Setup (export to ServiceGrid FTP Server)

To enable the function, follow these steps:

Step 1: Request the FTP connection data from ServiceGrid Operation.
Step 2: Define FileComParameters (SD.DataBroker/FileComParameters).

The following information should be set:

  • Download Person
  • Company
  • Parameter: export subdirectory

SD ReleaseNotes V5 3-022-01135204.jpg

Step 3: Create a download scheduler (SD.DataBroker /Downloads).

The following information should be set:

  • Setup
  • Name
  • Period
  • StartTime
  • Destination: File
  • FileName
  • FileComParameter
  • Format
  • FieldSeparator
  • TextSeparator

SD ReleaseNotes V5 3-023-01135208.jpg

Availability and licensing

The function is available. SD.DataBroker license is necessary. The adjustment of the FTP Server as well as possible connectivity topics (for example, firewall rules) for the data export through webservice should be ordered separately.


New Standard FunctionPort to BMC Atrium®

BMC Atrium® is a CMDB for Business Service Management.The following are covered in this functionality:

  • Direct connection from ServiceGrid application to BMC Atrium CMDB® (no data export necessary).
  • Efficient integration of sub-suppliers or customers without access to the CMDB database.

The following queries of data are possible from ServiceGrid:

  • Search for CI’s
  • Relation to/from the selected CI

Setup: Before the Administrator can start with the self-customizing, some tasks should be done in collaboration with Cisco. Please contact us for detailed information.

Self-Customizing: As the querying of data from BMC Atrium CMDB® is carried out through webservice, Cisco enables the XMLs (that have to be transferred) to be created dynamically.

  • Mapping Tables (BasicData/MyCompany/Mappings):
    • definition of search types (1)
    • definition of search class (2)
    • dynamic search forms (CallDetail) (3)
    • dynamic result list and dynamic data saving(CallTracking List) (4)
    • dynamic result list and data saving for relation view (5)
    • definition of the relation object class (6)
    • definition of the relation class (7)
    • definition of visible relation levels (8)

XML example for “GetInstance”

SD ReleaseNotes V5 3-024-01135212.jpg

Example for mapping table definition

SD ReleaseNotes V5 3-025-01135216.jpg

Screenshot output

SD ReleaseNotes V5 3-026-01135220.jpg

New Standard FunctionPort to ERP


This chapter is a concept of a project to connect the SD environment with a SAP system. The target of the project is to improve the efficiency of the workflow regarding order and consumption of spare parts. After implementation, the technician is able to order spare parts out of the SD application. Therefore, a real time communication between ServiceGrid and SAP® is necessary.


This real time connection will help to improve the technician’s efficiency because the technician doesn’t have to log on to several systems, but is able to work with SAP data directly from ServiceGrid. The automated interface also decreases points of failure, because there is no more telephone communication in the ordering process where important details can be misunderstood. The process becomes transparent to the technician, so that the amount of requests by phone gets reduced. Last but not least, due to the above mentioned benefits, a cost reduction is expected.


There are some very important tasks for each party to fulfill to ensure a smooth progress throughout the project:

  1. SD creates a concept.
  2. <Customer> names one SAP project manager.
  3. SD creates technical documentation.
  4. <Customer> names one responsible person for data quality in SAP and testing of the system.
  5. The milestone-dates (such as deadlines for concepts or their approval) should be abide by.

SD needs WSDL files of the SAP interface.

Communication Design

SD ReleaseNotes V5 3-027-01135223.jpg

All the systems’ communications are handled by SAP SOAP interface so that the security and the integrity of the data can be assured. For a better understanding, the following graphic shows some example communication that could happen during the whole process.

SD ReleaseNotes V5 3-028-01135231.jpg

Company View of Workflow

To simplify the visualizations, the actual connections to the SAP interface are not displayed in the following diagrams. All SAP connection points are represented in the box “Go to SAP”.


Workflow in Detail

The mentioned input/output values in this document result from the description in an excel sheet that is to be filled by SAP team.

Explanation: Create SAP Order (CSO)

CSO sends some basic data of the order to SAP. In case of an error, SAP sends some predefined error codes.On success, the order number is returned.

Explanation: Check Availability of Spare Parts out of Stock (CASPS)

When the order number is retrieved by CSO, ASPS sends a query to SAP where some wildcards and categories are defined. SAP returns same table with all the items that fit to the filters set by the technician. This process is read only and reads the actual spare parts from SAP stock (storage location).

Explanation: Request for Order of Spare Parts (RFOSP)

After choosing several spare parts from a mask, RFOSP sends a request for order to SAP. The answer to this request is to be defined.

Explanation: Move Spare Parts (MSP)

MSP will presumably happen within SAP and be handled by Customer logistics department.

Explanation Consumption of Spare Parts (CSP)

CSP is responsible for the correct consumption of spare parts. It sends a message to SAP that triggers a booking process there.

Explanation Finalization of SAP Request (FSR)

The final step is FSR. FSR sends the order number and some flag and receives an error code if the transaction is failed or a success code that should be defined. SAP uses the flag for invoice.

Summary: Defined Actions

Realized by
By SAP Team Responsible
Explanation Create SAP Order (CSO)
Explanation Check Availability of Spare Parts out of stock (CASPS)
Explanation Request for Order of Spare Parts (RFOSP)
Explanation Move Spare Parts (MSP)
Explanation Consumption of Spare Parts (CSP)
Explanation Finalization of SAP Request (FSR)


Fixes implemented in Release 5.3:

  • Updating only extension fields on device data, the history dataset, the editor and the edit time will be set.
  • Creating parent and child calls with call actions, the selection now includes ServiceItems.
  • Timestamps in message list now also includes seconds.
  • Each call code list view includes now the flags “IsActiveInForms”, “IsActiveInLists” (AE, AL).

Upcoming Release Plans

  • SD.dialog – finalization of Wiki function.
  • Usability enhancements at CallList and CallDetail.
  • SD.bridge SOAP and HTTPS POST self configuration enhancements.

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

For other ServiceGrid Release Notes, go to ServiceGrid Release Notes page.

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