Department Hierarchy

The Departmental Hierarchy function presents Users with a visual representation of their organization's working hierarchy.

Users can reference the Departmental Hierarchy to more easily identify and visualize different business concerns while serving as an important tool regarding issues of seniority and responsibility. Departmental Hierarchy entries can be defined throughout the application as 'Owners' of products and services and as a way to organize and group employees and customers.\

Note: if a Department has multiple Primary Phone Numbers and/or Emails on the Phone Number and Emails tabs, the Department will appear multiple times in the Department Hierarchy grid. The application does not allow multiple Primary Phone Numbers/Emails, so this should never occur unless there was a preexisting data issue. To correct, open the desired Primary Phone Number/Email and save the record, the application will make all other Phone Numbers/Emails non-primary.

Adding a New Departmental Hierarchy Level

Navigate to the Departmental Hierarchy Grid. Main > People > Departmental Hierarchy

Click the

button located immediately above the Departmental Hierarchy Grid.

In the Departmental Hierarchy data entry form, Users are prompted to define the required fields: Code and Billing Group. Users can also define default GLAs, SLAs, and Incident SLAs that are triggered when a User selects the new Departmental Hierarchy level elsewhere in the application.

Note: the field labeled Parent is grayed-out and is not available for edit. After the new level is saved, the User can move the level along the Tree located immediately to the left of the People Departmental Hierarchy Grid. These moves establish both the level's place in the hierarchy and its Parents or Children.

Users can create Child Departmental Hierarchy levels via the Departmental Hierarchy displayed to the left of the Grid. Right-click on the Departmental Hierarchy level intended to be the Parent of the new record and select 'New Item' from the menu. Alternatively, Users can highlight the intended Parent Department Hierarchy level and press the

button located on the Grid Toolbar above the Grid.

Once all required fields have been satisfied, click the

button at the bottom of the form. The new level appears on the original Departmental Hierarchy Grid as well as the Tree located immediately to its left.

Managing Departmental Hierarchy Levels

Now that a new Departmental Hierarchy level has been saved, the User can manage it or other existing levels using the Tree located immediately to the left of the People Departmental Hierarchy Grid.

The Tree allows Users to drag and drop Departmental Hierarchy levels to any position on the Tree. The application prompts the User to confirm the move. After confirmation, the move is saved, and the appropriate Parent to the new Departmental Hierarchy level appears in the level's Departmental Hierarchy data entry form (see 'Adding a New Departmental Hierarchy Level ' section).

Note: Moving a Departmental Hierarchy record that has descendants moves the descendant records as well and change the 'Parent' field in the level's Department Hierarchy data entry form.

Users can also move items within the Departmental Hierarchy Tree by cutting and pasting. To cut an item, right-click the Departmental Hierarchy level and select Cut. To paste an item, right-click on the intended Parent Departmental Hierarchy level and select Paste.

Bulk Updates

Department Hierarchy Bulk Update Grid example

Making a Bulk Update

Users can perform a Bulk Update by either clicking on the

button or select the desired records and click on the

button. This will open the Bulk Update form and allow the User to make the desired change to all of the desired records. Bulk Update All is not recommended for general use as it may have unintended consequences that the User did not consider.

Department Hierarchy Bulk Update Form example

After the User clicks on the

button, the User will need to confirm the number of records that will be Updated.

Replacing a Department Hierarchy

This button replaces all instances of a Department Hierarchy with another Department Hierarchy. This can be useful if a Department has their name changed. To use, select a Department Hierarchy to replace and click the

button. The Select Replacement Department dialog opens. Click on the checkbox in the Grid to select the Department that should replace the old Department. Click the

button on the form. The Event is sent and a Notification alerts the User when all the replacements have been made.

The Department Hierarchy is replaced on any Service Order, Service, or Equipment where that Department Hierarchy appears. Because the Replace function can change LARGE volumes of data, it is strongly recommended to permission this button where only authorized Users can access it. For more information on securing the Replace button, please see the Permissions and Best Practices pages.

The Delete Department checkbox serves a dual purpose. The default behavior leaves the checkbox unclicked. This makes the Replace function leave the Replaced Department Active and replace it anywhere it has been previously associated if it can be replaced. If the User selects the Delete Department checkbox, the Replace functionality tries to delete the existing Department. If the Department cannot be deleted because of any lingering associations, the Replaced Department record is set to Inactive instead.

The following are special circumstances related to the use of the Replace button.

Service Desk and Service Desk Action: The application can only update the Owner if the Status of the Order/Action is not Finalized, Void, or Billed.

Services: If the Billing Group of the new Department does not match the Billing Group of the old Department Hierarchy, the Billing Group Override is set to the new Billing Group.

Equipment: If the Billing Group of the new Department does not match the Billing Group of the old department, the Department is NOT face replaced.

Department Hierarchy tabs

The tabs that appear in the Department Hierarchy form can be used to input as much Department Hierarchy information as the User desires.

If a tab is marked as having a Required field, open that tab enter information in the field.

Once all Required fields have been filled, click the

button at the bottom of the Department Hierarchy form. The new Department Hierarchy appears on the Department Hierarchy Grid and elsewhere in the application when a User is prompted to define a Department Hierarchy.

Remarks tab

Remarks

Add Remark

Remarks are useful for making notes about a Return Order that might need to be recalled in the future. To add a Remark, follow these steps:

Click the button.
This will open the 'Add New Remark' form.
Enter the Remarks desired into the field.
Click the 'Save New' button.

The Remark will be added to the list along with a User ID and time stamp for tracking.

View/Edit Remarks

Double-click or select the

button to open the Remark.

The form will open so the User can read all the content of a given Remark.
Click the
UNKNOWN ATTACHMENT
button to commit any changes made to the Remark.

Delete Selected

Clicking the

button will delete any existing Remark.

Note: Remember that depending on the system configuration Remarks may not be editable once added.

Use of HTML Tags

Some fields within PCR-360 allow Users to input HTML tags to make displaying that information a richer experience for those that are expected to consume it. For more information on HTML tag usage, please see the wiki entry for it.

GLA Permissions tab

GLA Permissions

The 'GLA Permissions' tab will allow a User to limit a Contact to be associated with specific GLAs for greater administrative control. Whatever GLA Permissions are set here are the GLA(s) that the Contact will have access to via the CustomerCenter.

When a Contact is assigned as a Coordinator for a Department, the Contact inherits the Department's GLA Permissions.

The Contact GLA Permissions are the ones used, even for Coordinators. If no Contact Permissions are present, then the Coordinator's Departments' GLA Permissions will be used.

Add

To limit a Contact to a GLA(s) follow these steps:

Click the button.
This will open the 'Add New GLA Permission' form.
Add New GLA Permission form
Select the GLA or GLAs that are desired to associate from the grid. Filters and Search can be used to sort to the GLA(s) that are desired.
Click the button.

The GLA Permissions will be added to the Contact record. Any time Users attempt to assign a GLA through the CustomerCenter for this Contact record, the GLA(s) available will be limited to the ones in this list.

Permit None

If the Contact should never be allowed to be associated with a GLA simply click the

button. Any previously associated GLA(s) will be removed and a message will appear in the grid that says 'No GLA entries may be used with this Contacts entry.' By default, when a new Contact is created the Permit None option is automatically added.

To remove the 'Permit None' restriction, simply select the message in the grid, and then click the

button.

Emails tab

Emails

The 'Emails' tab will associate an email address to a Contact record. Multiple email addresses can be saved in PCR-360 with the option to set an Email Address as the primary for the Contact. To add an email association, use the following steps:

Click the button.
This will open the 'Add New Contact Email Address' form.
Add New Contact Email Address form
Enter the Email Address and select if the Email is intended as a Primary contact or as an alternate email.
If the Email Address should show in the Directory select the 'Directory' checkbox.
Click the button.

The Email Address for the Contact will be added to the grid.

Set as Primary

The

button will allow a User to quickly change the status of the Primary Email Address without having to open a sub form. Simply click the Email Address to set, and click the button. The 'Type' on the selected record should change to Primary and unset on the original record.

Phone Numbers tab

Phone Numbers

The 'Phone Numbers' tab will allow the association of a Phone Number or numbers with a Contact record. These numbers can be set as primary or allowed to appear in the directory. To add the Phone Number association follow these steps:

Click the button.
This will open the 'Add New Contact Phone Number' form.
Add New Contact Phone Number form
Enter the 'Phone Number' and select the 'Type' of number that it is; work, home etc.
If the Phone Number is the Primary number for the Contact, click the 'Primary' checkbox.
If the Phone Number should show in the Directory select the 'Directory' checkbox.
Click the button.

The Phone Number will be added to the grid.

Addresses tab

Addresses

The 'Addresses' tab will associate an Address to the Contact record.

Click the button.
This will open the 'Add New Address' form.
Add New Address form
Enter the 'Street Address', 'City', 'State', and 'Zip'. Each of these fields are required.
Select the 'Type' if one is desired.
If the Address should show in the Directory select the 'Directory' checkbox.
Click the button.

The Address will now reflect in the grid on the Addresses tab.

Coordinators tab

Coordinators

Coordinators or Billing Coordinators is a special classification for a User within PCR-360 who has the responsibility to review Bills for their Department to ensure accuracy before that Bill is Finalized. These Users can be directly sent a message containing the Bill after it is generated.

When a Contact is a Coordinator for a Department the Contact inherits the Department's GLA Permissions.

The Contact GLA Permissions are the ones used, even for Coordinators. If no Contact Permissions are present, then the Coordinator's Departments' GLA Permissions will be used.

The 'Coordinators' tab appears in the Department Hierarchy menu. A User can add an existing Coordinator, or delete the Coordinator from the Department Hierarchy. To add a Coordinator, follow these steps.

Click the button.
The 'Add New Existing Coordinators' form will open.
Add New Existing Coordinators form
Select the Coordinator(s) that should be associated with the Department Hierarchy. The filters and search bar can help limit the results to find the Coordinator desired.
Click the button.

The Coordinator(s) will be added to the tab.

For more details in how to setup a Coordinator, see the How do I set up a Coordinator page.

Attachments tab

Attachments

The Attachments tab allows Users to attach files (including .pdf, .jpg, .doc, and more) of interest or relevance to the Department by uploading them into PCR-360.

Uploading a File

To attach one or more files, navigate to the 'Attachments' tab and click the

button located on the Grid Toolbar above the 'Attachments' grid. The User will be prompted to select the file(s) from their hard drive to upload. Upon selection of a file(s), the upload will begin automatically.

Download File

Allows a User to download a file to their local machine. Useful to make modifications to a file, which can then be re-uploaded. To download a file click the

button. The download should begin and allow the User to define where they would like to save the file.

Open File

This will open the file, if possible, for viewing by the User. No modifications of the original file can be made when opened in this manner. To use this functionality select the file to view and click the

button. The file should open for viewing.

Edit Selected

Allows the name of the file to be modified within PCR-360. If a User modifies the name of the file, that is the new name that will be used when downloading the file.

1. Select the file to modify and click the

button.

2. This will open the 'Manage Attachment' form.

From here the filename can be modified as desired.

Note: Care should be taken NOT to change the extension of the file name or unexpected behaviors or lose of the file are possible.

Delete Selected

This will remove the file from PCR-360. Select the file to remove and click the

button. The File will have been removed from PCR-360.

User-Defined Fields tab

User-Defined Fields

The User Defined Fields tab provides access to any extra fields that have been defined for the given grid. See Adding User Defined Fields for more information.

Department Hierarchy Tabs

Department Hierarchy Bulk Update