Service Desk Change Actions
Action Change Types
(Note: All of these make changes to existing Services.)
The 'Change' Action type allows a User to perform and update to a selected 'Service'. The type of updates made are determined by the specific Change Action type.
Add Locations
The Add Location Change Action is only available for Phone Services. Its purpose is to add Locations (create a bridged line) to an existing Service.
If a Phone Service is selected that is not currently set to allow Multiple Locations the Service will be converted to allow Multi-Locations when the Action is Completed.
The Owner, Billing Group, Move to Location, and Service Host fields should all be read-only. The Service, Reference, Location, and SLA should be editable.
When the Action is Completed, Equipment will be added to the Service as usual, and the Cable should be added to the new Location. The Add Location Action will convert a single Location to a multiple Location Service.
When the Action is finalized the Charges will be added to the Service.
See Quick Reference: Add Locations to create an Add Locations Order.
Miscellaneous
This option is used to change Equipment, software, Charges on a Service, but not the Service itself.
The Service, Reference and SLA fields should be editable. The rest should be read only
Upon completion, the Service itself will not be changed, however any Equipment changes will show up on the Service.
When the Action is Finalized the Charges will be added to the Service.
See Quick Reference: Miscellaneous to create a Miscellaneous Order.
Move
This option will move the Service to a new Location.
The Service, SLA, Reference, Service Host, and Move to Location fields should be editable. The rest are read only.
When choosing a Service with multiple Locations, the Location field will be changed to a picker. The User can then choose which Location to move. The Move To Location should still have a picker and be editable.
When the Action is Completed, the Location on the Service will change to the Location specified in the “Move to Location” field on the Action. Any Equipment and Cable changes will show up on the Service.
When the Action is Finalized the Charges will be added to the Service.
See Quick Reference: Move to create a Move Order.
Owner
This option changes the Owner on the Service.
The Owner, New Owner, SLA, Reference, Service Host, and the Set type selectors (i.e. Set Contact as Owner/Set Dept. Hierarchy as Owner) should be editable, the rest will be read only
When the action is completed the Service Owner will be changed to the New Owner specified in the New Owner field. (Contact or Dept. Hierarchy). Any Equipment and Cable changes will show up on the Service.
When the Action is Finalized the Charges will be added to the Service.
See Quick Reference: Owner to create a Owner Order.
Service ID
This option changes the Service ID (phone number, auth code, name etc.) to a new, or available Service ID.
The Service, Service ID, Reference, Service Host, and SLA fields will be editable. The rest will be read only. If a Phone service or Auth Code service are chosen, an available picker select will also show up on the form
When the Action is Completed the old Service ID will be set to “Inactive” and a Service for the new Service ID will be created if it does not already exist as an available Service. Any existing Equipment on the Service should be transferred to the new Service and any Equipment Changes will show up on the Service. Cable should be updated for the new Service ID as well.
When the Action is Finalized the Charges on the Old Service ID will be Stopped, as of the Finalized date, and all new monthly recurring Charges will show up on the new Service.
See Quick Reference: Service ID to create a Service ID Order.
Swap
A “Swap” change will swap locations between two Services. This option basically works like two moves. The first Service is moved to the “Swap Location” and the second Service is moved to the current “Location” of the first Service.
The Service, Reference, Service Host, and SLA fields will be editable. The rest will be read only.
When the Action is saved, the Equipment on both Services will be loaded into the Action’s Equipment tab. Each Equipment record will be entered as a “Move” to move the Equipment to the new Location of the Service. Alternatively the Equipment records can be specified as "Swap" to indicate that the Equipment is being exchanged between the Services and is not moving with the Service.
When the Action is Completed the Equipment and the Cable will be updated. The Locations on the Cable will be updated to reflect the new Location of the Services once the action is Completed.
When the Action is Finalized the Charges will be added to the Service.
See Quick Reference: Swap to create a Swap Order.
Upgrade/Downgrade
This option will change the Service Catalog for the Service.
The Service, Service Catalog, Reference, Service Host, and SLA fields will be editable. The rest will be read-only. The Service will automatically populate all options for the Action, the Service Catalog will only check if values on the Service are invalid after the Action is Finalized.
When Service Desk Upgrade/Downgrade action is saved the "old" UDF values from the selected Service are stored on the Action record and preserved there. If the UDF values on the Service change any time after the Action is created the "old" values on the Action will not change. This allows the User to always see what the old UDF values were at the time the Action was created.
The Service Catalog picker allows selecting the new Catalog for the selected Service. When selecting a new Service Catalog, the list will be delimited by the following:
The Service Type of the current Catalog must match the desired Catalog. E.G. Phone to Phone or Data to Data
The desired Service Catalog must be Active and not a Category
When a Service is part of a Service Pool the type of Service Catalog it can be made into, becomes restricted based on the Catalogs associated with the Service Pool.
The current and desired Service Catalog Format must match
When the Action is Completed the Service Catalog will be changed to the new Service Catalog on the action. Any Equipment changes will show up on the Service. Previous Charges for the Service will not automatically Stop.
When the Action is Finalized the Charges will be added to the Service.
See Quick Reference: Upgrade/Downgrade to create an Upgrade/Downgrade Order.