ServiceGrid Article - Solutions

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Contents

Overview

SD.solution is Cisco ServiceGrid solution database (case based knowledge) optimized for service management. The solution database helps the helpdesk agent to reduce the call solving time. It is possible to give end users access to the solution database, which would enable the end user to access “self-service” zone. SD.solution provides a set of functions to create, search, and list and to manage solutions.


Customizable content

All customizations for SD.solution are performed inside the BasicData function of MyCompany. To edit the SD.solution settings, select your company and open the “Solutions” folder located inside the “Setups” folder (BasicData). To change any settings, the user (administrator) must have write permissions for the BasicData module.

When customizing the SD.solution module the access, setups (lists and forms) and various types and categories can be set.

The following content can be customized when implementing the SD.solution module:

Modules

SD.solution - The SD.solution module can be hidden and shown to a permission group. In addition, a permission group can have read or write access to the solution module.

Functions

The following functions can be made available or unavailable for each permission group separately:

  • Overview
  • Solution
  • Search

State and Types

  • SolutionStates - Defines the solution states a solution can have.
  • SolutionTypes - Defines the solution types a solution can have.

SD.solution Setups

  • SolutionList  - Defines the solution lists used inside the SD.solution module.
  • SolutionDetail - Defines the detail views used inside the SD.solution module.

SD.call Setups

  • SDCall.SolutionSearch - Defines the search lists used inside the CallDetail.
  • SDCall.SolutionDetail - Defines the detail views used inside the CallDetail.

How to start customizing

1. Define the module and function permissions for each permission group.
2. Add the required solution fields to the CallDetails.
3. Create the solution lists and solution details for SD.call an SD.solution. This is done for the settings other than the standard form (provided by ServiceGrid) and details should be used.
4. Define the categories, solution states and types.

Minimum customizing requirements

The minimum requirement to customize the SD.solution module is to activate the SD.solution for the asking permission groups and to add the solution fields / options to the CallDetails. The standard setups provided by Cisco ServiceGrid will be used unless other setups are created and assigned.

Permissions

Before the SD.solution module can be customized, it must be activated for the selected company (performed by ServiceGrid). If you require the SD.solution module and it is not listed inside of “Product and Permissions” of your company, please contact Cisco.

Three different ways of restrictions can be performed inside of the SD.solution module:

  • Module Permissions - Defines if a permission group is allowed to see/read or write the solution database.
  • Function Permissions - Defines if a permission group is allowed to use a function.
  • Setups and setup permissions - Defines which list a permission group should use and which information they can see, edit or change.

NOTE: For using SD.solution inside the SD.call (call handling), the helpdesk agent doesn’t need additional permissions for the SD.solution module. The access to the solution database inside the call is given by adding the solutions fields and the solution icons to the CallDetail form.

Module Permissions

The SD.solution module can be activated and deactivated for all permission groups individually.

Three different options are available:

  • Hide - Denies the permission group to access the module.
  • Read - Allows the permission group to view the module.
  • Write - Allows the permission group to view and write the module

To set the options, navigate to BasicData > MyCompany > “Company name” > Permissions > Product and Permissions > “Select a permission group”. A dropdown box allows setting the module permissions for all permission groups.

Function Permissions

The SD.solution functions (Overview, Solutions, and Search) can be activated and deactivated for all permission groups individually.

Two different options are available:

  • Checked box (show) - The function is available for the permission group.
  • Unchecked box (hide) - The function is not available for the permission group.

The SD.solution functions can be activated / deactivated for all permission groups individually. Use the “product permissions” located in the BasicData. Select: BasicData > MyCompany > “Company name” > Permissions > Product and Permissions > “Select a permission group”

The following functions can be switched on or off:

  • Overview
  • Solutions
  • Search

A checked box allows a permission group to access this function. Click Save to write the changes. With the next login, the changes will become active.

Setup permissions

Whereas the module and function permissions define the rough access of the SD.solution module, the setup permission define how the solution data should be accessed and shown to the users.

NOTE: Even if a permission group has write access to the entire SD.solution module, it can be revoked by defining all setups as read only. Setup permission can be set through the setup editor for the currently selected setup or through “Permissions > Setup Choice” or “Permissions > Permission Groups”.

SD.solution setups

Whereas the module and function permission define the rough access of the SD.solution module, the setups are used to define how data should be accessed and viewed.

Example: Even when a permission group has write access to the entire SD.solution module, it can be revoked by defining all setups as read only or parts as read only.

The following setups can be created:

  • SolutionList - The solution list used in SD.solution > Solution.
  • SolutionDetail - The solution list used in SD.solution > Solution and Search when a solution was selected.
  • SDCall.SolutionSearch - Search result list is shown in the right frame of the CallDetail (SD.call).
  • SDCall.SolutionDetail - Solution details are shown in the right frame of the CallDetail (SD.call).

Currently, the following areas are not customizable:

  • SD.solution > Search “Search form” inside the SD.solution > Search is currently not customizable. A list with the fields: ShortName, Name, Description, Remarks, Diagnosis and Solution will be shown.
  • SD.solution > Search “Search result list” inside the SD.solution > Search is currently not customizable. A form with the search fields: Search for, in category and the category tree will be shown.

How to create new setups

New setups can be created by copying an existing setup or by starting with an empty setup.

To create a setup and adapt it to the requirements, follow these steps:

Step 1: Create a new setup or copy an existing one.
Step 2: Assign all required fields and attributes to the setup.
Step 3: Give different permission group the right to use the setup.
Step 4: Set the solution setups for the SD.call inside the CallDetail setups.

Solution list

Solution list setups are used inside the SD.solution module when working with the function “Solution”. Select the “Add new SolutionList setup” to start with an empty list. Select the “Copy SolutionList setup” to copy an existing solution list.

Copy Solution List setup

After clicking the “Copy SolutionList setup”, the system will present a list of all currently available solution lists.

To copy an existing solution list setup, follow these steps:

Step 1: Select the desired setup / template for the new setup.A copy of the selected Setup will be created.
Step 2: Select the “Change setup master data” to change the name of the new setup.
Step 3: Change the “Name” and “ShortName” of the setup to edit the setup options.
Step 4: Click Save to save the changes.

The following options of the setup master data can be edited:

Field Name
Field Description
ID
Indicates the ID of the solution list (atuomatically given by the system)
ShortName
Indicates the short name of the solution list setup. This name can be up to 12 characters
Name
Indicates the name of the solution list setup. This name can be up to 30 characters
EntriesPerPage
Indicates how many solutions should be shown before the user is required to turn to the next list page
DisplayFilterValues
Indicates if the filter row should be shown
IsSingleRow
Indicates if a line break should be provided
HasSetupChoice

Allows the user to switch from the selected setup to another setup

TIP: Use this option to deny user switching between setups

HasGroupBy
Allows the user to use the group filters with the current list
WaitForSelect
Indicates if a list query should be generated when the list was selected. This enables the user to quickly work with a defined setup and to define the filter criteria and submit them using the "GO" button.













Add new SolutionList Setup

After clicking the “Add new SolutionList setup”, the system creates a new solution list.

Add attributes (fields)

After the setup is created (copied or new), new fields can be added to the new setup. Use “Add attributes” to add more fields to the setup.

Multiple selections of attributes

To select more than one field, use the checkbox in front of the labels and confirm the selection with the “Submit” button.

Single selection of attributes

Select the desired field by clicking on the label. When a single attribute was selected by clicking on the label name, the options (SetupField master data) of the selected attribute (field) will be shown.

Field / attribute options

Based on the field time, different field options might be shown when a single field is selected.

Field Name
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 fields, starting with the lowest number.
Default Value
Indicates the default value.
GroupBy
With the GroupBy 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 the field is shown or not, it 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 the end of the entry. This adds full text search functionality to the field.










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

Solution Detail

Solution detail setups are used inside the SD.solution module when a single solution is viewed or in edit.

Example: Solution detail setup as read only form.

Solution detail setups are created and maintained inside theBasicData > MyCompany > Setups > Solutions > SolutionDetail. Select the “Add new SolutionDetail setup” to start with an empty list.
Select the “Copy SolutionDetail setup” to copy an existing solution list.

Copy SolutionDetail setup

After clicking the “Copy SolutionDetail setup”,  the system presents a list of all currently available solution details.  Select the desired setup / template to copy for the new setup. A copy of the selected setup will be created. A new name starting with “[Copy] + setup name” is set per default settings.

NOTE: When a setup gets copied, only the information of the setup, like fields and setup master data will be copied to the new setup. The setup permissions (permission groups) are not set for the new created setup. The new setup is not usable unless the administrator sets the setup permission / setup choice.

To copy SolutionDetail setup, follow these setups:

Step 1: Select the “Change setup master data” to change the name of the new setup.

Step 2: Change the “Name” and “ShortName” of the setup to edit the setup options.

Step 3: Click Save to save the changes.

The following options of the setup master data can be edited:

Field Name
Field Description
ID
Indicates the ID of the solution detail (automatically given by the system)
ShortName
Indicates the shortname of the solution list setup upto 12 characters
Name
Indicates the name of the solution list setup up to 30 characters
HasSetupChoice
Allows the user to switch form the selected setup to another setup







Add new SolutionDetail Setup

After clicking the “Add new SolutionDetail setup”, the system creates a new solution list.

Add attributes (fields)

After the setup is created (copied or new), new fields can be added to the new setup.Use “Add attributes” to add more fields to the setup.

Multiple selections of attributes

To select more than one field, use the checkbox in front of the labels and confirm the selection with the “Submit” button.

Single selection of attributes

Select the desired fieldby clicking on the label. When a single attribute was selected by clicking on the label name, the options (SetupField master data) of the selected attribute (field) will be shown.

Field / attribute options

Based on the field time, different field options might be shown when a single field is selected.


Field Name
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 dropdown or as text field. This is based on the content of the attribute.
Height
Indicates the height of a text 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.
Overwrite with DefaultValue
This flag defines if existing values should be overwritten.
IsGroupHeader
This option helps to structure the detail and highligh different entries.
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.
HasDetailButton
This option enables the detail button (triangle symbol) for the selected field. It will be placed between the label name and the value field.
HasDeleteButton
This option enables the delete button (trash symbol) for the selected field. It will be placed between the label name and the value field.





















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

SDCall.SolutionSearch

SDCall.SolutionSearch setups are used inside the SD.call module when searching for solutions. They list the found solution records in the right frame. Select the “Add new SDCall.SolutionList setup” to start with an empty list. Select the “Copy SDCall.SolutionList setup” to copy an existing solution list.

Copy SDCall.SolutionSearch setup

After clicking the “Copy SDCall.SolutionSearch setup”,  the system will present a list of all currently available solution lists.

To copy the setup, follow these steps:

Step 1: A copy of the selected Setup will be created.
Step 2: Select the “Change setup master data” to change the name of the new setup.
Step 3: Change the “Name” and “ShortName” of the setup to edit the setup options.
Step 4: Click Save to save the changes.

The following options of the setup master data can be edited:

Field Name
Field Description
ID
Indicates the ID of the solution list setup
ShortName
Indicates the short name of the solution list setup, up to 12 characters
Name
Indicates the name of the solution list setup up to 30 characters
EntriesPerPage
Indicates how many solutions should be shown before the user will go to the next list page
IsSingleRow
Indicates if a line break should be provided








Add new SDCall.SolutionSearch Setup

After clicking the “Add new SDCall.SolutionSearch setup”, the system creates a new solution list.

Add attributes (fields)

After the setup is created (copied or new), new fields can be added to the new setup. Use “Add attributes” to add more fields to the setup.

Multiple selections of attributes

To select more than one field, use the checkbox in front of the labels and confirm the selection with the “Submit” button.

Single selection of attributes

Select the desired field by clicking the label. When a single attribute was selected by clicking on the label name, the options (SetupField master data) of the selected attribute (field) will be shown.

Field Name
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 list or as text field. This is based on the content of the attribute.
GroupBy
The GroupBy functions groups the list based on the fields selected.
IsDisplayField
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 will be available. When the flag is set, the symbols “%” is be added to any search entry on the start and end of the entry. This enables full text search functionality to the field.










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

SDCall.Solution Detail

SDCall.SolutionDetail setups are used inside the SD.call module when a single solution is viewed or edited. SDCall.Solution detail setups are created and maintained inside the BasicData > MyCompany > Setups > Solutions >SDCall.SolutionDetail. They are used inside the SD.call module when a solution is viewed or a new solution created. Select the “Add new SDCall.SolutionDetail setup” to start with an empty list. Select the “Copy SDCall.SolutionDetail setup” to copy an existing solution list.

Copy SDCall.SolutionDetail setup

After clicking the “Copy SDCall.SolutionDetail setup”, the system will present a list of all currently available solution details.

To copy the setup, follow these steps:

Step 1: Select the desired setup / template to copy for the new setup.
Step 2: A copy of the selected setup will be created. A new name starting with “[Copy] + setup name” is set per default.

NOTE:

When a setup is copied, only the information of the setup such as fields and setup master data are copied. The setup permissions of the setup (permission groups) are not set for the new setup. The new setup is not usable unless the administrator sets the setup permission / setup choice.

To change the name of the new setup, follow these steps:
Step 1: Select the “Change setup master data”.
Step 2: Change the “Name” and “ShortName” of the setup to edit the setup options.
Step 3: Click the Save button to save the changes.

Field Name Field Description
ID Indicates the ID of the solution list setup
ShortName Indicates the shortname of the solution list setup, up to 12 characters
Name Indicates the name of the solution list setup, up to 30 characters
HasSetupChoice Allows the user to switch from the selected setup to another setup







NOTE: The HasSetupChoice flag is used to deny users to switch from the current setup and forces the user to use the current setup only.

Add new SDCall.SolutionDetail Setup

After clicking the “Add new SDCall.SolutionDetail setup”, the system creates a new solution list.

Add attributes (fields)

After the setup is created (copied or new), new fields can be added to the new setup. Use “Add attributes” to add more fields to the setup.

Multiple selections of attributes

To select more than one field, use the checkbox in front of the labels and confirm the selection with the “Submit” button

Single selection of attributes

Select the desired field by clicking the label. When a single attribute is selected by clicking on the label name, the options (SetupField master data) of the selected attribute (field) will be shown.

Based on the field time, different field options might be shown when a single field is selected.

Field Name
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 dropdown or as text field. This is based on the content of the attribute.
Height
Indicates the height of a text 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.
Overwrite with DefaultValue
This flag defines if existing values should be overwritten.
IsGroupHeader
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 it is shown or not, the field can be used to filter the list and not be shown to the user.
HasDetailButton
This option enables the detail button (triangle symbol) for the selected field. It will be placed between the label name and the value field.
HasDeleteButton
This option enables the delete button (trash symbol) for the selected field. It will be placed between the label name and the value field.





















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

Setup Permission

Setup permissions define if a setup will be available to the users of the application. Setups can be assigned to permission groups or to individual users.

To define the permissions, follow these steps:

Step 1: After the setup is created, use the “Change the permission” option to define which permission groups are allowed to use the new setup. After the option is selected, a list with all assigned permission groups will be shown (empty when performed on a new setup).
Step 2: Click on the “Change PermissionGroups” option to assign further permission groups.
Step 3: Use the first column to assign the setup to a permission group.
Step 4: Use the “Def” column to define the setup as “default setup”. The default solution list will be shown when the solution function is called.
Step 5: Cick the “Submit” at the end of the page to save the performed changes.

After the setup is assigned to some permission groups, it can be used by the assigned permission groups.

Solution Types

When working with solutions, solution type can be used to categorize solution. Solution types are a simple way to categorize solutions on one level. The amount of solution types is not limited.

Examples:

  • Solution types can categorize a solution.
  • A solution type can also be used as filter criteria to list only solutions with the selected solution type.


Field Name
Field Description
ID
Indicates the ID of the the solution type (automatically given by the system)
Name
Indicates the name of the solution type (up to 30 characters)
ShortName
Indicates the short name of the solution type (up tp 12 characters)
SeqNr
Indicates the sequence numbers that are used to arrange the solution type according to the numbers (dropdown boxes, solution type list). Starting with the lowest number 0, empty entries are listed at the end.










Create and Administrate Solution Type

The solution types are defined commonly for all CallSystems of a company.

To manage the solution states, follow these steps:

Step 1: Go to SolutionTypes located inside BasicData > MyCompany > “Company name” > Setups > Solutions > SolutionTypes.
Step 2: Click on an existing solution type to see the detail view.
Step 3: Click “Create a new solutiontype” to create a new solution state.
Step 4: Click “Download list” to download the existing solution type list as shown on the screen.

Edit existing solution type

To edit an existing solution type, follow these steps:

Step 1: Click on “Create a new solutiontype” to create a new solution type.
Step 2: Use “Change solutionstype master data” to edit the selected solution type.
Step 3: Click Save to save the changes.

Create a new solution type

To create a new solution type, follow these steps:

Step 1: Select an existing solution type.
Step 2: Use “Change master data” to edit the selected solution type.
Step 3: Click Save to save the new solution type.

Solution States

When working with solutions, solution states become handy by indicating the statuses of the solutions. Solution states can indicate the status a solutions has. (Created, Audited, Released and so on). Solution states can also be used as filter criteria for a solution list, which only lists solutions with defined state (For example, Release solutions).

Solution States Options

Field Name
Field Description
ID
Indicates the ID of the solution state (automatically given by the system)
Name
Indicates the name of the solution state (up to 30 characters)
ShortName
Indicates the shortname of the solution state (up to 12 characters)
SeqNr
Indicates the sequence numbers that are used to arrange the solution state according to the numbers (drop-down boxes, solution state list). Starting with the lowest number 0, empty entries are listed at the end.
IsActive
Indicates if the solution state is active or not. If inactive, the solution state will not be displayed inside the filters and lists
Editor
Indicates the last editor who changed the selected solutions state
EditTime
Indicates the last time of edit












Create and Administrate Solution States

The solution states are defined commonly for all CallSystems of a company.

To manage the solution states, follow these steps:

Step 1: Go to SolutionStates located inside BasicData > MyCompany > “Company name” > Setups > Solutions > SolutionStates.
Step 2: Click on an existing solution state to see the detail view.
Step 3: Click on “Create a new solutionstate” to create a new solution state.
Step 4: Click on “Download list” to download the existing solution state list as displayed on the screen.

Edit existing solution states

To edit existing solution states, follow these steps:

Step 1: Click on “Create a new solutionstate” to create a new solution state.
Step 2: Use “Change solutionsstate master data” to edit the selected solution state.
Step 3: Click Save to save the changes.

Create a new solution state

To create a new solution state, follow these steps:

Step 1: Select an existing solution state.
Step 2: Use “Change master data” to edit the selected solution state.
Step 3: Click Save to save the new solution state.

Call Categories and SD.solution

Solution can use the call categories for categorizing. The (call) categories can be defined for each CallSystem individually and are not defined under “Solutions”. All created categories will be available to the SD.solution module. The call categories are defined under BasicData> MyCompany> Setups> CallSystems>”Select a CallSystem” > Codes> Categories.

Integration of SD.solution inside of SD.call

The SD.solution module is customized inside the BasicData module. Go to MyCompany > Setups > Solutions to see all available setup options. Before using the solution database inside the SD.call module, you need to add a few fields to receive the solution functionality inside a call. Sometimes it is enough to add some options to the already used CallDetail fields to activate the solution functions.

Add solution fields

The solution fields needs to be added to every CallDetail form where the solution function should be available. Three buttons are used for the solution functions:

  • “Triangle” button – will list the solution content in the right frame - switched on or off through HasDetailButton.
  • “Lupe” button – will open the search forms in the right frame. - switched on or off through HasSearchButton.
  • "Field Specific” button – will open the input form for a new solution - switched on or off through HasSpecButton.

The following fields can be used when working with solutions:

SD.call Field Name
Field Description
ShortDescription
Indicates the short description of a solution
Description
Indicates the description of the solution
Remarks
Indicates the remarks of the solution
Diagnosis
Indicates the diagnosis of the solution
Solution
Indicates the solution
ProviderSolutionShortName
Indicates the provider short name of the solution
CustomerSolutionShortName
Indicates the customer short name of the solution
CusomterSolutionName
Indicates the customer name of the solution
ProviderSolutionName
Indicates the provider name of the solution
CustomerSolutionShortDescription
Indicates the customer short description of the solution
ProviderSolutionShortDescription
Indicates the provider short description of the solution
FailureType
Indicate the failure type of the call that will become an attribute of the solution
ProblemType
Indicates the problem type of the call that will become an attribute of the solution
Severity
Indicates the severity of the call that will become an attribute of the solution
RequestType
Indicates the request type fo the call that will become an attribute of the solution

















Activate customized setups

To activate your own solution setups, perform the following steps. The system will use the standard ServiceGrid setup as no other setups are created and assigned (for displaying, creating and searching solutions).

Step 1: Create your own solution setups (Detail, Search, and so on).
Step 2: Define the setup permissions for your setups.
Step 3: Assign the solution setups SDCall.SolutionSearch and SDCall.SolutionDetail.
NOTE: For assigning an SDCall.SolutionSearch setup to a CallDetail, the administrator should have the permissions for using the setup as well.

SDCall.SolutionSearch can be assigned through the field option “Setup”, for one or more CallDetail fields: ShortDescription, Description, Remarks, Diagnosis and Solution or through setting the SDCall.SolutionSearch as “default”. Use the default flag (“def”) to set a SDCall.SolutionSearch as default. For one permission group only one setup should be defined as default. SDCall.SolutionDetail
can only be assigned through setting as “default” setup using the setup permissions.

NOTE:

  • A setup defined as “default” is overridden if another setup has been defined through the “Setup” drop down option.
  • The SDCall.SolutionDetail can only be assigned through setting as “default” and is valid for all the CallSystems (unless no separation through  permission groups).
  • For one permission group only one setup should be defined as default.
  • The system uses the standard ServiceGrid setup as no other setups have been created and assigned (for displaying, creating and searching solutions).
Field
Type
HasDetailButton HasSearchButton
Setup (for search setup)
HasSpecButton
DefaultValue
ShortDescription
text
-
X
-
-
-
Description
text
-
X
-
-
-
Remarks
text
-
X
-
-
-
Diagnosis
text
-
X
-
-
-
Solution
text
-
X
-
-
-
ProviderSolutionShortName
text
-

-
-
-
CustomerSolutionShortName
text
-

-
-
-
CustomerSolutionName
text
-

-
-
-
ProviderSolutionName
text
-

-
-
-
CustomerSolutionShortDescription
text
-

-
-
-
ProviderSolutionShortDescription
text
-

-
-
-
Priority
dropdown
-

-
-
-
FailureType
dropdown


-
-
-
ProblemType
dropdown
-

-
-
-
Severity
dropdown
-

-
-
-
RequestType
dropdown
-
-
-
-
-


















X -> X (or icon) is available;  -  -> Not available

Upload and Download

Usually new solutions are submitted through calls or directly entered using the SD.solution. For mass editing of solutions, the upload and download function of SD.solution can be used to download the entire solutions as CSV or XSL file and upload or import them again. Use “Download list as CSV” to download the current active solution list. Use “Upload” for uploading the solution lists.

NOTE:
When downloading lists, the currently shown results are provided by using all shown and hidden filter criteria.

NOTE:  A downloaded list is not automatically uploaded unless all the mandatory fields are provided.

Download

The download function helps to export data for usage outside the platform.

NOTE: When working with international languages, we recommend to use OpenOffice (better encoding support) instead of Microsoft Office. For more information about the upload and download functionalities, see the SD.Databroker.

Use “Download” for downloading the solution lists from the ServiceGrid database.

Select the desired attributes for the download file:

  • Output format (CSV, XLS, XML)
  • Encoding (UTF-8, ISO 8859-1 ISO 8859-2)
  • Template (if required and defined) Filename
  • Field separators (Tab, “;”, “,”) and text separators

Click “Go” to perform the download.

Upload

The “upload” is a fast way to add new solutions or update existing solutions.

NOTE: When working with international languages, it is recommended to use OpenOffice (better encoding support) instead of Microsoft Office. For more information about the upload and download functionalities, see the SD.DataBroker.

  1. Click Upload for uploading a solution file to the SD database. An import form prompts to enter the location..
  2. To perform the upload operation at the scheduled time, enter ScheduledTime.
  3. Click Next. Enter ther information about the import file.
  4. Select the options and click Next. Enter the map the fields of the upload / import file with the system fields. If the field names of the upload file match the system fields by name, the fields be automatically be mapped.
  5. Click Next. Confirm the mapping, and confirm whether to perform the upload operation.
  6. Click Next. The upload begins and the system displays the log file.
  7. Click on the "Triangle" in front of the log to view the details of the upload
  8. Click the "red" button to cancel the upload process.


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