ServiceGrid Article - Setups

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Contents

Overview

Most projects are customized by Cisco and its partners and administrated by our customers. Small changes within a customized system are usually performed by trained administrators whereas major changes should be performed by high-skilled persons (service manager or consultants) only. Cisco is not responsible for the impact of changes performed on the customer side. 

The Setup Editor

The Setup Editor is used when lists and detail setups must be customized. The setup editor opens automatically once a setup inside a sub-folder of “Setup” (BasicData > MyCompany) is selected. All customized setups (lists and details) are maintained inside the setup folder.

Where to administer Setups?

Many lists and details of the ServiceGrid application can be tailor-made to one's own requirements. All setups are customized inside BasicData > Setups. List setups and details are maintained inside the data object sub-folders of Setups. Find device setups inside the “Devices” folder. All lists and details, which are directly assigned to a CallSystem, can be found inside the “Setup” sub-folder of the CallSystem:

Setup Type

Description
Company
BasicData.CompanyList
Company lists used inside “BasicData > MyCompany”
Organization
BasicData.OrganizationList
Organization lists used inside "BasicData"
SDCall.OrganizationList
Organization lists used inside a call.
User
BasicData.UserList
User list used inside "BasicData > Users"
SDCall.UserList
User lists used inside a call
SDMobile.UserList
User lists used on mobile devices
BasicData.UserDetail
User details used inside "BasicData > Users"
Contracts
ContractLists
Contract element list used inside "BasicData > ContractElements"
ServiceLists Service item list used inside "BasicData > ServiceItems"
ContractElementList
Contract element list used inside "BasicData > ContractElements"
SDCall.ContractElementList
Contract element used inside a call
Locations
SDCall.LocationList
Location lists used inside a call
SDMobile.LocationList
Location lists used on mobile devices
SDInventory.LocationDetail
Location list used inside "SD.inventory > Location"
OpenEngine.LocationList
Location list used by OpenEngine
Device
DeviceList
Device list used inside "SD.inventory > Device"
SDCall.DeviceList
Device list used inside a call
DeviceDetail
Device detail used inside "SD.inventory > Device"
Solution
SolutionList
Solution list used inside "SD.solution > Solution"
SolutionDetail
Solution detail used inside "SD.solution"
SDSolutionSearch
Solution search used inside "SD.solution"
SDCallSolutionDetail
Solution detail used inside a call
Message
MessageList
Message lists used inside "SD.call > Messages"
Activities
SDCall.Activities
Activity lists used inside a call
SDCall.ActivityDetail
Activity details used inside a call
CallSystem
Calls
CallTracking lists used in "SD.call > Calls"
CallDetail
CallDetail setups used inside a call
CallDetail.Tracking
CallTracking lists used inside a call
CallTracking.SDReport
CallTracking lists for the SD.report module
CallTracking.SDMobile
CallTracking lists for the mobile solution SD.mobile
CallDetail.SDMobile
CallDetail setups for the mobile solution SD.mobile
CallTracking.OpenEngine
CallTracking lists for OpenEngine (web-services)
ParentChild
Parent and child CallTracking lists used inside the Call
Upload.Call
CallTracking lists used by the call upload profile
Call.Component
Device details inside a call (right frame)
Call.Location
Location details inside a call (right frame)
Call.Contact Person
Contact person details inside a call (right frame)
Call.Caller Person
Caller person details inside a call (right frame)
Call.Helpdesk Person
Helpdesk person details inside a call (right frame)
Call.History
Call history details inside a call (right frame)








































Detail Setup Editor

The setup editor for details is similar in structure to the setup editor for lists. Most functions and options are equal or with slight differences. For example, the default values of a list setup are used to filter the records, whereas the default settings for the details are used to fill in values into the form.

Functions Description

  • Change the setup master data: To change the master data of the selected setup.
  • Change the permissions: To assign the selected setup to permission groups.
  • Delete setup: To delete the selected setup.
  • Back to setup: list To go back to the setup list.
  • Add attributes: To assign additional fields.
  • Detail: field list options,
    • Will be automatically marked if changes have been performed on the main screen. Click the “Submit” button for finally saving all performed changes.
    • To change the master data of the selected setup.
    • To delete a field from the setup.

Fields

  • SeqNr – Used to define in which position the field should appear.
  • DSP Display – Indicates if this field will be shown to the users.
  • RO Read Only – Indicates if the field can be edited or not (through text field or drop down box).

If the search button is available and the field set to read only the user can only add the content using the search button,

  • MAND Mandatory - Defines if this field is mandatory or not.
  • GRPH IsGroupHeader – Will highlight the row for better graphical display.
  • OW Overwrite – Defines if existing values should be overwritten.
  • Label With label - An alternative label can be given to the field.  Thechanged label is only active for the selected setup only and will not be translated into other languages.
  • DefaultLabel  - The default label, which is used unless other Label is defined.
  • SDFieldGroup - Shows the field group categories of a field.
  • Fieldname - Internal name of the field.
  • Description - Field description

Master Data of Detail Form Setup

Based on the selected detail setup, different options might appear when editing the master data of the setup. You can switch on and off all icons and buttons shown when using the detail inside the master data.

Options
Description
ID
ID of the Setup
ShortName
Short name of the Setup
Name
Name of the Setup
Framewidth
Defines how much space (in percent) the left detail frame will use
SaveButton
Show "Save" button - yes or no
HasSaveAndNewCallButton
Show "Save and new Call" button - yes or no
SaveAndBackToListButton
Show "Save and Back" button - yes or no
SaveAndDispatchingButton
Show "Save and Dispatch" button - yes or no
CancelButton
Show "Cancel" button - yes or no
BackButton
Show "Back" button - yes or no
ViewButton
Show "View" button - yes or no. To see the call data using a template
ParentChildButton
Show "Parent Child" button - yes or no
SetupButton
Show "Setup" button - yes or no. The setup field allows to switch the currently used detail setup (ideal for testing and adminitering setups)
UploadButton
Show "Upload" button - yes or no
MoreButton
Show "More" button - yes or no. Allows to access the activity function
SendMailButton
Show "SendMail" button - yes or no. Allows sending e-mail from the call
SendFaxButton
Show "Parent" button - yes or no. Allows sending a fax from the call
CallActionButton
Show "CallAction" button - yes or no. Allows to use CallActions
CopyCallButton
Show "CopyCall" button - yes or no. To copy the current call into a new call
CopyCallForLocationsButton
Show "Copy call for Location" button - yes or no
ResetCallButton
Show "Rest" button - yes or no
HistoryViewButton
Show "History" button - yes or no
ShowHistory
Show "History" - yes or no. Allows to see the history of a call
ReplyToLoggedUser
Show "Parent" button - yes or no
DefaultTemplateCallDetail
Defines the default template for the "View" button
DefaultTemplateCallHistory
Defines the default template for the CallHistory
ParentCreateCallFunction
Allows to create a parent call - yes or no
ChildCreateCallFunction
Allows to create a child call - yes or no
CallHistorySetup
Defines which setup should be used for showing the call history.
































Fields Options of a Detail Form Field

Field options are used to define the details of a detail field. Based on the selected list setup, different options might appear when editing the master data of the setup. Use detail field options to:

  • Define read and write permissions inside a form.
  • Define functionality, which should be available when using the detail.
  • Define automatically filled fields.
  • Define shown and hidden detail fields.

Options of attributes:

Field
Description
Label
By entering a value for Label, a different heading for the column will be shown. The alternative label will only be visible for this setup.
SeqNr
The sequence number will be used inside the setup list to sort all available lists, starting with the lowest number.
DefaultValue
The default value might appear as drop down or as text field. This is depending on the content of the attribute.
Height
This option defines the height of a text (memo) field.
HasFieldSpecButton
This option enables the “ ” specific field button for the selected field. It will be placed between the label name and the value field.
IsMandatory
This option requires the agent to fill this field. Otherwise, the entered data cannot be saved by the agent.
IsReadOnly
This option makes a field write protected for text entry. Users cannot be able to edit this field.
Overwrite with DefaultValue
This flag defines if existing values should be overwritten by the form. Setup List setup which should be used when this field requires a list (one of the icons pressed). The drop down box will only list available setups.
IsGroupHeader
Highlight the row. This option helps to structure the detail and highlight different entries.
IsDisplayField
This flag indicates if the field should be shown or not in the list. Regardless of whether shown or not, the field can be used to filter the list and will not be shown to the user.
HasSearchButton
This option enables the “ ” search button (lupe symbol) for the selected field. It will be placed between the label and the value field.
HasDetailButton
This option enables the “ ” detail button (triangle symbol) for the selected field. It will be placed between the label and the value field.
HasDeleteButton
This option enables the “ ” delete button (trash symbol) for the selected field. It  will be placed between the label and the value field.


































Based on the field type, further options might be available.

List Setup Editor

The setup editor for lists is similar in structure to the setup editor for details. Most functions and options are equal or with slight differences. For example, the default values of a list setup are used to filter the records, whereas the default settings for the details are used to fill in values into the form.

Functions

  • Change the setup master data - To change the master data of the selected setup.
  • Change the permissions - To assign the selected setupp to permission groups.
  • Delete setup - To delete the selected setup.
  • Back to setup list - To go back to the setup list.
  • Add attributes - To assign additional fields.


Detail field list options

Option
Description

Will be automatically marked if changes have been performed on the main screen. Click the Submit button for finally saving all performed changes.

To change the master date of the selected field.

To delete a field from the setup.

SeqNr
The sequence number will be used inside the setup list to sort all available list, starting with the lowest number.
DSP
Display field which indicates if this field will be shown to users.
RO
Read Only field which indicates if the filter field of the field can be edited or not (through text field or drop down box).
HREF
Has reference - will link the entry and proceed the user to a detail view of the record, if he selects an entry.
GRPB
With the group by function, the list can automatically be grouped by this field.
AW
For attributes with text entry for the DefaultValue option, the AddWildcard option becomes available. When the flag is set, the symbols “%” will be added to any search entry on the start and end of the entry. This adds full text search functionality to the field.
Label
With label, an alternative label can be given to the field. This changed label is only active for the selected setup only and will not be translated into other languages.
DefaultLabel
The default label, which is used unless other Label has been identified.
SDFieldGroup
Shows the field group categories of a field.
Fieldname
Internal name of the field























Master Data of List Setup

Based on the selected list setup, different options might appear when editing the master data of the setup. Inside the master date, you can switch on and off all functions shown when using the list setup. Options of attributes:

Field
Description
Label
By entering a value for Label, a different heading for the column will be shown. The alternative label will only be visible for this setup.
SeqNr
The sequence number will be used inside the setup list to sort all available list, starting with the lowest number.
DefaultValue
The default value might appear as drop down or as text field, this is depending on the content of the attribute.
GroupBy
With the group by function the list can automatically be grouped by this field.
IsDisplayField
This flag indicates if the field should be shown or not in the list. Regardless of whether it is shown or not, the field can be used to filter the list and not be shown to the user.
AddWildcard
For attributes with text entry for the DefaultValue option, the AddWildcard option becomes available. When the flag is set, the symbols "%" will be added to any search entry on the start and end of the entry. This adds full text search functionality to the field.















Based on the field type, further options can be available. The following options of the setup master data can be edited:

Field Description
ID ID of the solution list setup.
ShortName ShortName of the solution list setup, up to 12 characters.
Name Name of the solution list setup., up to 30 characters.
EntriesPerPage Defines how many solutions should be shown before the user is required to turn to the next list page.
IsSingleRow Defines if a line break should be performed.










Fields Options of a List Field

Options of attributes:

Field
Description
Label
By entering a value for Label, a different heading for the column will be shown. The alternative label will only be visible for this setup.
SeqNr
The sequence number will be used inside the setup list to sort all available list, starting with the lowest number.
DefaultValue
The default value might appear as drop down or as text field, this is depending on the content of the attribute.
GroupBy
With the group by function, the list can automatically be grouped by this field.
IsDisplayField
This flag indicates if the field should be shown or not in the list. Regardless of whether it is shown or not, the field can be used to filter the list and not be shown to the user.
AddWildcard
For attributes with text entry for the DefaultValue option, the AddWildcard option becomes available. When the flag is set, the symbols "%" will be added to any search entry on the start and end of the entry. This adds full text search functionality to the field.















Based on the field type, further options can be available.


Setup Permissions

To make a setup usable, it must be assigned to permissions groups. CallDetail setups of a CallSystem do not need to be assigned to permision groups. All user of the CallSystem are allowed to use the CallDetails when working with the workflow.

There are two ways of how permissions can be given for a setup:

  • Using the "Change the permissions" funciton directly from the setup.
  • Using the permission matrix "BasicData > MyCompany > Permissions"


To change the permissions directly from the Setup:

  1. Select a setup and choose the "Change the permissions" to see the permission settings of a chosen setup.
  2. Select "Change PermissionGroups" to change the settings.
  3. Change the settings and confirm the changes with the "Submit" button.
  4. The "Def" column sets the setup as default.
  5. The first column allows the permission group to use the setup.


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






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