ServiceGrid Article - Cisco ServiceGrid Release Notes V6.6

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This Release Notes document describes the new functions of the Cisco ServiceGrid application as introduced in the Summer Release 2013 / Version 6.6.

Additionally, it 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 small use cases, the benefits of the new functions.
  • Describes how existing functions are extended or changed.

Release Dates

The following described functions of the “Summer Release 2013” (Version 6.6) were available since Sunday afternoon 16th of June 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 at a later date. Those updates occur after the update of the Cisco ServiceGrid main 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 will become 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 you a brief insight into the new functions introduced by the 6.6 release.

Cisco ServiceGrid Portal

  • New design of call detail form.
  • CSV-Download functionality in all lists.
  • Additional fields and improvements in filtering in the portal call-list.

IT Service Management

  • Dependency within categories and reason categories drop-down lists in call detail.
  • Extension of the user upload for portal user.

Cisco ServiceGrid

Portal look and feel for call detail


  • The new design of the call detail leads to better usability.
  • More calls can be displayed in parallel in the dashboard.
  • Better overview of the most important fields by hiding the less important fields with the collapse and expandable field groups.
  • All functions of the call detail are available by integrating the old functions into the new design.

How does it work?

After customizing the design of portal Call-Detail, all call details are displayed in the new design.

The new design is available for the following:

  • Updating an existing call from the portal call-list.
  • Updating an existing call from the SD2 call-list.
  • Creating a new call by using any create call function.
  • Switching from one call to another (parent > child).
  • Displaying the detail of a call from activity list or message list.

Window behaviour

More than one Call Detail window can be displayed at one time. The maximum number of detail windows is 6.

Image001 6.6.jpg

A virtual folder “CallDetails” is added to the tree after the first call detail form has been opened.


All open Call_Detail windows are added to the navigation tree on the left side dynamically.
After closing a Call-Detail window the entry will be removed from the navigation tree.
The following functions are available in the context menu for a call detail entry in navigation tree:

  • Hide in Dashboard
  • Bring to Front
  • Close Window


After clicking on a portal group (main menu tab, group folder) all call detail windows are closed automatically.
The call detail windows will remain on the dashboard by clicking the “last dashboard” button of a window.

New features within the call detail

Image004 6.6.jpg

The following are the new features in a call detail:

  • The right frame can be collapsed and expanded by one click.
  • The right frame tabs are displayed on a panel on the right side of the window and are always visible.
  • The field depending buttons are displayed as “split-buttons” so that these buttons use less space.
  • Collapsable and expandable field groups can be customized on the left side and in the call history.
  • All history records are numbered descending. The oldest history record has number 1.
  • Numbering of history records starts by the very first record, even if the number of shown records is limited. (This has also been fixed for SD2).
  • The size of the text areas can be changed by dragging and dropping the border of the input field.


  • All the available “split” buttons are displayed by clicking the “down” triangle of the visible button.
  • Clicking the symbol of the visible button calls up the function of this button directly.
  • The detail button of all text areas displays the text in an editor window and is always displayed. This button cannot be deactivated in the setup.


Errors are displayed immediately if mandatory fields are empty or if an input value has a wrong format. For example, the Timestamps.


The name and the ID of the used setup of the call detail or the call history is displayed as tooltip of the title of the border around the fields.


  • The window title cannot be changed after another content displays, such as another call, call open form, or selection list.
  • If a window has been opened in a full screen mode by clicking the entry in the navigation tree, an empty dashboard will be displayed when the window is closed by clicking the Close button in the top right corner of the window.
  • The state of the field groups will be reset according to the settings in the setup after a call detail has been refreshed.

Some right frame functions listed below are no longer supported:

  • Additional
  • Positions
  • Calculation
  • Reservation
  • Shipment

Some field buttons as listed below are no longer supported:

  • Search and delete button of queue and technician fields.
  • Field specific button of queues “Return to sender”.


The used call-detail form can be defined on the level of the user role. The selected design of the call detail is used by all functions that open the detail of a call. All existing roles will have the “CallDetail Type” set to SD2 with the installation of the new release.


Defining field groups

A field group can be defined by adding a PlaceHolder call-field to the setup. The label of this field is used as the name of the field group. It can be defined for this field if the expand/collapse button is displayed, and if this group will be displayed collapsed initially.


New fields in portal call-list


To provide the same functionality in the new Portal call list as in the old SD² 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

How does it work?

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, these fields cannot be dragged into the filter panel. Fields displaying a duration value will be displayed in the format defined in the setup (Minutes, Hours, 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 as in the SD2 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.

How does it work?

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


No setup is required.

Download function in portal lists


One of the most useful features in SD² is downloading lists as a file. This feature, paired with the easy-to-use filtering mechanisms of Portal lists, is now also available in the portal.

How does it work?

Open a Portal list. Before starting the actual download, filter criteria may be specified either by dragging the appropriate columns to the toolbar on the left side, or by opening the Advanced Search window.


It is NOT necessary to confirm the filters by hitting the search button.

After specifying the filter criteria, hit the “Download” button. A popup window appears where you can select the following:

  • Export format: At present, only CSV download is available. Excel download is planned for a future release.
  • File name: File name of the file to be downloaded. Must not be empty.
  • Encoding: Character encoding used when writing the file. Some special characters (example, Umlauts) will be encoded differently in each of the available encodings.
  • FieldSeparator: A character that is used to separate values or column headers.
  • TextSeparator: A character that denotes the beginning or end of a column header or value. This is especially useful if some values in the list contain the field separator.

Image011 6.6.jpg

To return to the list, close the popup. By hitting the Download button in the popup, the download is started. Depending on the size of the list, this may take some time. (All records that meet the specified filters will be downloaded.) Sorting criteria are applied as specified in the filters. Grouping criteria are ignored, since they are not important when downloading files.


The download button is available for all customizable portal lists if the underlying setup has the property “DownloadLink” set.

IT Service Management

Enhancement of user upload


So far it was not possible to assign a default user role to a user with the user upload. That means that if a new user is created through the user upload, the user will not be able to log into the portal because a default user role is required to log in. With this release, the user upload has been enhanced to support uploading the default user role.

How does it work?

To upload a default user role for a user,  ensure the field DefaultRole is added to your upload setup (see 4.1.3 Setup). Only existing user roles can be assigned to a user. So make sure that the text uploaded as default role matches the name of an existing role within your company. Otherwise, uploading this user causes an error.


To be able to upload a default role for a user, add the field DefaultRole to your upload setup.


Dependency between categories select boxes in call detail


Since the hierarchy of Categories (Category1 through Category5, and ReasonCategory1 through ReasonCategory5) is defined in the application, it makes sense to implement constraints that only valid combinations are available also in select boxes.

How does it work?

The application works as before, except that when changing the value of category1, all other category levels are cascaded and values are reloaded, so each level contains items for valid combination (according to the definition of category tree).


The dependency between the categories is not configurable, so it cannot be turned of as in case of Queue >Technician.

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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