ServiceGrid Article - Cisco ServiceGrid Release Notes V6.5

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This Release Notes document describes the new functions of the Cisco ServiceGrid application as introduced in the Spring Release 2013, Version 6.5.

Additionally, the document also provides the following features:

  • Outlines the new functions and modules.
  • Gives a brief look into how the new functions are implemented, administered, and used.
  • Describes, in minor use cases, the benefits of the new functions.
  • Describes how existing functions are extended or changed.

Release Dates

The following described functions of the “Spring Release 2013” (Version 6.5) were available on Sunday afternoon 17th of March 2013 to all customers using the Cisco ServiceGrid main platform (
All customers running their own infrastructure (in house) or using a Cisco ServiceGrid partner infrastructure will receive the release on a later date. Those updates occur after the update of the Cisco ServiceGridmain platform.

Get the date of your update from your implementation partner.

Availability and licensing of new functions and modules

With the update, all new functions and modules are installed on the platforms.
New functions and modules which are part of the general update are available to all customers of that platform.

  •  Some functions become automatically available to all users.
  •  Some functions or modules have to be configured or activated first.
  •  Some of the new functions and modules may have to be licensed separately before being used in customized systems.


This summary gives a brief insight into the new functions introduced by the 6.5 release.

Cisco ServiceGrid Portal

  • User, Location, Device, and Organization lists implemented in the new portal technology.
  • Organization selection on a portal level.
  • User role depending on the call detail tabs that are customized.
  • New functions LoginAs, Multisession, SysInfo, and Wiki login migrated into the portal.

IT Service Management

  • Sending zipped attachments in SOAP outbound messages.
  • Additional field in device-list setup available.
  • New button SysInfo in top menu.
  • Unlimited length of street fields in call and user.
  • Enhancement of the TextToXML converter.

Cisco ServiceGrid

Portal lists for Users, Locations, Devices and Organizations


In addition, to the call-list, more lists are now available in the new portal.

The following lists are now available:

  • Administration: Users-List
  • Administration: Locations-List
  • Administration: Devices-List
  • Administration: Organizations-List

How does it work?

The new list will only be displayed if the portal element is configured to use the portal list type; otherwise, the list will be displayed in the old SD² style.

The following new lists present the same features as the portal call-list:

  • Quick search
  • Advanced Search
  • Select, Filter, Group

The following screenshot shows the Users-List displayed in the portal:Image001.6.5.png

Double-clicking on an element opens the detail form of the selected element in a popup:



The administration of the new lists is similar to the administration of the already existing Portal call-list.

The following steps are needed to create a new list:

  • Click on the Setups tab.
  • Right-click on the desired folder where the new List should be added and select New Setup.


To setup the portal list, follow these steps:

Step 1: Choose the desired list type (Calls, User, Location, and Device) from the Used In drop-down list.

Step 2: Choose a Setup for the selected Listtype from the Setup drop-down list.

Step 3: Choose SD² from the Option drop-down list. Option defines whether the list should be displayed as the new Portal List or as a Classic SD² List.
Step 4: Click Save.

Organization selection on portal level


Users working for multiple organizations with a lot of calls can easily lose the overview. Though it is possible to restrict each list to an organization dynamically or with different setups, users and admins can save a lot of time with a global restriction.

This restriction only has to be set once and is then valid for all (Portal) lists until the user changes it again (or logs out).

How does it work?

The correctly set up portal organization list (see below) features a filter option.

To selct the organization for the restriction, follow these steps:

Step 1: Select the organization(s).

Step 2: Click Set Filter.


The portal will now reload; afterwards all portal lists that have been set up for this function are restricted according to the selected organization(s).

To get rid of the selection, follow these steps:

Step 1: Log out or go back to the portal organization selection list.

Step 2: Click - Remove filters..

The organizations that are shown in the selection list depend on the way the list is set up (see below) and the role (customer or provider) the user is logged in with, that is, if the organizations, selection list is set up for “My Providers” and you are logged in with the provider role, you will see all your provider organizations and all providers of other companies you have a contract with.


A two-step process is required to set up (parts of) the portal for organization restriction.

First, the setups that will be used have to be enabled for the feature by adding a special field.

Secondly, the organization selection list has to be set up correctly.


The call list and all new portal lists can be used for organization restriction.

Navigate to the setup administration and choose the list you want to enable for organization restriction. Click > Add attributes.


Scroll down to the end of the field list and click on PortalVariables.


In the field detail, choose the default value according to the selection type you want to use.

Current customer will enable the setup of list for a restriction to customers, Current provider for a restriction to providers, and Current organization for a restriction that may contain customers and providers.

Organization Selection List

The organization selection list must fit with the default value of the portal list setups.

In the portal setup tree, create a new organization list or navigate to edit an existing one. The first option has to be set to “Portal” for this feature to work. Old “SD2” lists cannot be used in this way.

The Option field occurs twice; using the second drop-down menu select the type of selection list you want to have. My Customers lets you choose from your customer organizations and the customer organizations of your business partners. My Providers lets you choose from your provider organizations and those of your business partner. My Organizations will show all the organizations that are part of your company.


The List Type must be a Selection List to enable the feature. select and click a selection list.


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

How does it work?

The storing of the current layout is auto-triggered after every change. The Layout “image” is based on the element and the user, so 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 the collapsing or expanding of 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 his setup instance.

MultiSession in Portal


Users want 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 only available on certain platforms. If you have your own custom installation, you might not have this feature enabled.

For more information, contact your Cisco ServiceGrid representative.

How does it work?

The session selector is shown in the top area of the portal. 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.

Image013 6.5.jpg

If you click on 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 lose 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.


As for all functions, 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.

As stated above, 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.

LoginAs in Portal


Often, 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.

How does it work?

If the current user may login as another user, user lists will have a loginAs button above the list. By selecting a user and clicking the loginAs button, the portal will refresh 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.

  • 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.
  • 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 will always display a loginAs button, but will be restricted 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, ebsure that the current user topfunction is always in that group.

SD.dialog Wiki in Portal


Currently, you have to switch from the portal to SD² if you want to login to the SD.dialog wiki. To allow an instant access to the wiki, this function has been implemented. You can now easily access the wiki while still in the portal.

How does it work?

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


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, we have implemented the SysInfo function. 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 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 should be located, select the option “New Function” in the context menu and select the function “SysInfo” in the drop down menu.


Enable Tabs in calldetail depending on the userrole


In SD², the tabs in the right frame of the call-detail can be activated using permissiongroups. With the new release, it is possible to achieve this function in the portal, activating tabs depending on the user roles.

How does it work?

A tab in the right frame of the call-detail will be displayed if it is 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 CallDetailTabs is added to the administration functions of the roles.


New portal function "Specific SD² Page"


In SD², it is possible to display the cockpit-tree for one organization in BasicData > MyProvider or BasicData > MyCustomer. As this function will not be migrated to the portal, this new function Specific SD² Page has been implemented.

How does it work?

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 should be created. Create this portal element in the folder in which the function should 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 functio, an action has to be selected. Currently one action is available , namely OrganizationCockpitTree.


As this function is made for the integration of various specific functions of SD² into the portal, more functions might be added in the future.

IT Service Management

New field available in Devicelist setup


Additionally to the Shortname and Name fields of the devices' assigned SLA, the field description of the SLA can be used in the device-list setup. Using this field more information of the devices'  SLA can be displayed in the device-list.

How does it work?

If the SLADescription field is part of the used device-list setup, it will be displayed in the list.



To display the description of the SLA of the device in the devicelist, the new field SLADescription should be added to the device-list setup.


Unlimited street fields in calls/callhistory and users


Until now, the length of the street fields in the users- and in the calls table has been 50 characters. To be able to store longer values, the length of these fields has been changed to unlimited.

How does it work?

With this release, the length of the following fields is now unlimited:

The street of the user's address.
The street of the callers address. /
The street of the location of the contact person.
The street of the location of the helpdesk person.

When the length of a field with the type “varchar” is set to “0”, it means that the length of the field is Unlimited.


These changes have been implemented on a database level and are available for all. Therefore, no settings should be changed in the application level.

New unique field available in converter TextToXML


The TextToXml converter allows converting common text messages into well-formatted XML. After the conversion into XML, it can be processed using an XSL template.

However, a unique ID currently has to be part of the subject or the message if a new call should be created using this converter. Otherwise, a new call can’t be created because either a CustCallID or a SPCallID is needed to create a new call.

If the sending system is not able to send such a unique identifier, this new XML field can be used as CustCallID or as SPCallID. It is guaranteed that a unique value will be added to each message.

How does it work?

If the value of the new XML tag <CALL/EmaObjID> is transformed into the inboundfield “CustCallID” or “SPCallID” by the inbound XSL template, a new call can be created by the converter. It is impossible that a call already exists with that key, because this value is unique within the database.


An example for a call open XSL template using the new unique identifier is as follows:

<xsl:stylesheet version="1.0">
<xsl:template match="/">
<xsl:value-of select="/CALL/EmaObjID">
<xsl:value-of select="/CALL/EMSubject">
<xsl:value-of select="/CALL/EMMessage">

Zipped Attachments in outbound XML


To make the handling of attachments on the customer side easier, they wish to receive all files of a call in a single zipped attachment.

How does it work?

When the function is activated in the template (see below), the converter collects all available attachments to be sent out into a zip file and attaches this file to the outbound message instead of the original files. Even if only one attachment is available, it is still zipped.

This function can be combined with Base64 encoding and all attachment options, namely All(A), Current(C) and Unsent(U).


In the xsl template, the root tag must contain the following info:

The value inside the tag will be taken as the filename of the attachment that is sent out with the message.

SysInfo in the Topmenu


To provide information on the current state of the platform that the user is currently working on, we have implemented the SysInfo function. More information on the reports and how to interpret them is available in the Cisco ServiceGrid online documentation at

How does it work?

After clicking the SysInfo button in the topmenu, a page containing all available graphics will be displayed.


The SysInfo button can be activated in the “Menu and Permission” administration of the company. The availability of this button can be customized for each permissiongroup.

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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