ServiceGrid Article - Users

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User definition

All persons participating in the service process are users of the Cisco ServiceGrid platform. According to the role and position, a user can be a member of one or many organizations, and one permission group. The organizations define which information a user is allowed to view. The permission groups define which modules of the Cisco ServiceGrid platform a user can access and which information is only read or write. In total, 7(8 including System) different types of permission groups are available.

  • A user is assigned to at least one organization.
  • A user may have a login or password to access the Cisco ServiceGrid platform or is only used as contact person or caller with no login.
  • Every user has only access to the data of his organization.
  • Every user is a member of only one permission group.
  • Users can be structured in a hierarchical way.
  • A user can be used as a caller, technician, helpdesk agent, contact person and so on.
  • Users can have skills.

BasicData: Users

The Users tab, located inside the BasicData module, contains functions to list, create, edit or delete users. According to the organization membership of the logged user, the function Users will list all available users. Depending on the used setups, additional criteria can be used to filter the visible users. Filters can also be used to limit the results and show only the required results to the user.

NOTE: A user can only access data from the organizations where the user is a member. This applies to all users including the administrator.

Creating a new User

Users with write permissions for BasicData can create a new user.

A setup with the Create a new User function has to be available.

To create a new user, follow these steps:

Step 1: Click Create a new User.
Step 2: Fill the details of the user in the following fields:

  • ShortName
  • Name
  • Organization

Mandatory user fields

All the mandatory fields should be given to receive the basic functionality of the user data object.

Field Name
Field Description
Short name of the user, limited to 12 characters. This should be unique inside the company.
Last name of the user, limited to 50 characters.
Time zone of the user.
The application language is defined for every user. Engllish is the default language.
The encoding format when performing uploads and downloads.
The organization a user belongs to. After the user was created he can be assigned to other organizations.
The root company the user belongs to.

Functional user fields

The following are the functional fields:

Field Name
Field Description

Only users of their own organizations are listed while using the SD.application.

While having contracts with other organizations which are linked to his organization through contracts, where the user is not assigned to, he will not be visible.

The flag VisibleForPartners ensures that he can be visible by its partners. This is important for the user selection inside a call. The SendUserNotes flag indicates indicates if this user should be informed by Cisco ServiceGrid when new functions are available.

The spoken language of the user.

Creating and maintaining a User Login

You can create a user login by editing an already existing user, through mass updating of users, or through uploading a user list. The advantage uploading a user list is that not only existing users can be assigned with a login, new users can also be created with simple uploads.

To edit a single user, follow these steps:

Step 1: From the user list, choose the user.

Step 2: Click Password and Permission.

Step 3: Choose Change password and permission.

Step 4: Enter the new content.


The UserName will be the login name for the user. The login name has to be unique across the whole Cisco ServiceGrid platform.

The UserName is case sensitive.


Field Name
Field Description
The User Name is the login name of the user and it is case sensitive.
Enter new password
Field for entering the new password.
Re-enter new password
Field for retyping the new password.
All permission groups, except the NoLogin (NL), are able to log in.
The default role defines which role the user will have if a user has dual roles.
With the IsActive flag, a user login can be activated or deactivated.

Deleting Users

Users with write permissions for BasicData can delete a user.

To delete a user, follow these steps:

Step 1: Select the user from the user list

Step 2: Press the Delete user function.

NOTE: Users of the platform can only be deleted if all references mentioned below have been deleted first:

  • Delete all queue memberships.
  • Delete all relations were the user is assigned as contact person.
  • The user has not been used inside a call.

Deactivating referenced (used) users

Maintaining the data integrity demands that used data objects cannot be deleted from the Cisco ServiceGrid platform. This means once a user was used inside a Call he cannot be deleted any more. Neverless there are options to exclude such users from user lists and selections.


  • A user can only be deleted if he was not assigned to a call.
  • A user cannot be deleted as long as he is a member of queues or used as a contact person.

When a user is assigned to a call, two ways to delete this user are provided as follows:

  • Recycle the user by renaming and reusing it.
  • Deactivate the user.

Mass deletion of users

You cannot delete users through uploads, but you can deactivate them by un-checking the IsActive flag.

For more information about Cisco ServiceGrid upload and download options, refer to the SD.Databroker document.

Related organizations of a user

Users can only access the data of the companies they are assigned to. This includes also the usage of workflows. Users can only access the workflows of the assigned organizations.

To assign a user to an organization, follow these steps:

Step 1: Select the user and click Related Organization located on the left of the user detail screen.
Step 2: To change the assigned organizations, click Change related organization.
Step 3: Use the Select all or Deselect all functions to check all or clear the assigned organization.
Step 4: Check or uncheck the boxes of an organization to activate or deactivate the membership.
Step 5. Click Save to perform the changes, or click Cancel to cancel the process.


  • A user has to be a member of at least one organization.
  • Administrators are usually assigned to all organizations.

Queue memberships of a user

Assigning users to queues restricts the users access to calls. Queues can also be used to restrict the access to calls once they get assigned to a queue. Further queues can be used to send information to the queue members.

To assign a user to a queue, follow these steps:

Step 1: Select the user and click Membership in queues function located on the left of the user detail screen.
Step 2: Click Add new queues to user to change the assigned queues.

Step 3: Select a queue by clicking on the queue name to assign the user.

To delete a queue membership, follow these steps:

Step 1: Click on a queue name.
Step 2:
To delete the membership, click Remove Queue from User.
Step 3: Click Remove to delete the membership, or use Cancel to cancel the process

NOTE: Users assigned to a queue cannot be deleted until all memberships are canceled.

User calendar

The user calendar offers a calendar where the unavailable days of the users are managed.

Use the arrows to navigate through the calendar.

To edit the user calendar, follow these steps:

Stpe 1: Select the Calendar function located on the left of the user detail screen.
Step 2: Click Edit calendar to change the calendar settings.
Step 3: Select single days by simply clicking on the day inside the calendar.
Step 4: To unmark a day, click on the day again.
Step 5: To add a time period, follow these steps:

            Step 1: Enter the details in the entry fields provided on top of the calendar frame.

            Step 2: Click Save.

Individual product permissions

The product permissions of a user are given through its permission group membership. In some cases, selected users require different product permissions and the administrators do not want to create new permission groups for those few users. Therefore, the function View menu permissions inside the Password and Permissions settings can be used to give individual permissions to the user.


Individual user settings make the administration difficult and should be used carefully.

  • Click View menu permission to view and change the product permissions of the selected user.

The matrix lists the user specific settings in the left column. The permission group settings where the user is a member, is shown on the right column.

  • Click Change menu permissions to change the settings.
  • Select and deselect the product access for the selected user.
  • The selection influences only the visible functions. The write, read or hide permissions cannot be set differently than the defined ones through the permission group.

Setting up Permissions for Individual Users

The setups which a user is allowed to use are defined through the permission group. In some cases, selected users require different setups and the administrator does not want to create new permission groups for those users. Therefore, the function Setup choice inside user details is used to define additional setup permissions.

NOTE: Individual user settings make the administration difficult and should be used carefully.

To setup choice, follow these steps:

Step 1: Click Setup choice to view the setup tree.
Step 2: Select the required setup from the tree.
The flag Use Standard Setups indicates if the Cisco ServiceGrid standard setups can be used in this category. (Cisco ServiceGrid standard setup are marked with “*” as first character of the setup name.)
Step 3: Select Change the setup choice for xxx to change the setup permission for the selected setup category.

Step 4: Select and deselect the setups for the user.
Step 5: Click Save.

Uploading and downloading (mass editing) of user data

User information can be uploaded and downloaded with the Cisco ServiceGrid application. The functions Upload users and Dowload list located at the user list can be used to upload and download user information.

For more information about the Cisco ServiceGrid upload and download options, refer to the SD.Databroker document.

Automating user data exchange

User data can be automated using schedulers for exporting to other systems and for importing from other systems.

For more information about automated data exchange and import, refer to the SD.DataBroker document.

Related Articles


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

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