Workers/Contacts Tabs

The tabs that appear in the Workers/Contacts form can be used to input as much contact 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 

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:

1. Click the button.

2. This will open the 'Add New Remark' form.
   

   

3. Enter the Remarks desired into the field.

4. 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 

1. The form will open so the User can read all the content of a given Remark.

2. Click the

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   button to commit any changes made to the Remark.

Delete Selected

Clicking the

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.

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:

1. Click the  button.

2. This will open the 'Add New Contact Email Address' form.
   

   

3. Enter the Email Address and select if the Email is intended as a Primary contact or as an alternate email.

4. If the Email Address should show in the Directory select the 'Directory' checkbox.

5. Click the  button.

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

Set as Primary

The 

Phones 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:

1. Click the 

   

    button.
2. This will open the 'Add New Contact Phone Number' form.
   

   

3. Enter the 'Phone Number' and select the 'Type' of number that it is; work, home etc.
4. If the Phone Number is the Primary number for the Contact, click the 'Primary' checkbox.
5. If the Phone Number should show in the Directory select the 'Directory' checkbox.
6. Click the 

   

    button.

The Phone Number will be added to the grid.

Addresses tab

Address/Addresses

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

1. Click the  button.

2. This will open the 'Add New Address' form.
   

   

3. Enter the 'Street Address', 'Country', 'City', 'State', and 'Zip'. Each of these fields are required.

4. Select the 'Type' if one is desired.

5. If the Address should show in the Directory select the 'Directory' checkbox.

6. Click the  button.

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

Customer tab

Customer

When a 'Contact' is set with a 'Type' of 'Customer' the 'Customer' tab will be made available and become required. There are two required fields in the 'Customer' tab, 'Customer Number' and the 'Billing Group'. The Customer Number will import from your Shibboleth or LDAP feed. Additional information related to the Customer can be added here.

The 'Default GLA' can be set to always associate the Customer with a given GLA.

The 'Default SLA for Orders' will automatically set the SLA whenever the Customer makes an Order.

The 'Default SLA for Incidents' will set the SLA for when the Customer reports an Incident.

The 'Allow Coordinator Bill Email' flag allows Coordinators to opt out of the Coordinator emails sent using the Coordinator email processes like on the Bills grid.

Contacts and Billing Groups

When creating a new Contact, Billing Group is not defaulted, however, the Contact will inherit the Billing Group associated Department Billing Group value. When first landing on the Customer Tab of the New Contact Form, Billing Group is marked as Required.

Once the Department value is selected, Billing Group no longer becomes required. This indicates no Billing Group needs to be selected, unless a different value is desired. No value is need because the Contact will automatically inherit the Billing Group of the selected Department.

Vendor tab

Vendor

The 'Vendor' tab is another way to add a Vendor to a Contact and visa versa. When a Vendor is added here, that Vendor becomes associated with the Contact so that the Contact will appear in that Vendors 'Contact' tab.

Add New Vendor

This will add a Vendor to the Vendors grid. To add a Vendor follow these steps:

1. Click the  button.

2. This will open the 'Add New Vendor' form
   

   

3. Fill in the 'Name' of the Vendor along with the Address.

4. When all desired information is entered, click  button.

The new Vendor will be added to the Vendor grid and will be able to have 'Vendor Details' entered.

Add Existing Vendor

1. To use a Vendor that was previously set up, click the  button.

2. This will open the 'Add Existing Vendor' form.

3. Select the Vendor(s) desired from the form and click the 

Delete Selected

To remove a Vendor association from a given Contact just select the Vendor to remove and click the 

Worker Workgroup tab

Worker Workgroup

The 'Worker Workgroup' tab will be made available when a Contact is assigned a 'Type' of 'Worker'. Adding a Contact here will associate the Worker with the chosen Workgroup. The 'Hourly Rate' here is what the organization will charge for the Worker's labor, not necessarily what the Worker makes. The association will also show up in the Workers & Rates tab. To add follow these steps:

1. Click the  button.

2. This will open the 'Add New Worker Rates' form.
   

   

3. Set the 'Workgroup' assignment for the Worker.

4. Enter values for the 'Hourly Rates'. All three fields, 'Regular', 'Overtime', and 'Double Overtime' are required fields.

5. Click the  button.

The Workgroup will now have the defined Worker associated with the Workgroup.

Worker Schedule tab

Worker Schedule

The 'Worker Schedule' will allow the User to define the 'Days' and 'Time Range' availability of a Worker. The schedule is used by PCR-360 to 'Auto-Schedule' Workflow. To add a schedule follow these steps:

1. Click the  button.

2. This will open the 'Add New Schedule' form.
   

   

3. Select the 'Days' desired, and add the 'Time Range' of the Worker's availability. Use the regular availability for the Worker here, ignoring breaks in the time like a vacation, holidays, breaks, or lunches. This gives PCR-360 a baseline for scheduling that can then be altered by the User in the Time Entry as needed.

4. Select the time using the Time Range inputs according to rules in the tool-tip.
   

   

5. Click the  button.

The Schedule should be added to the grid. Repeat as necessary for individual days if the Worker has an irregular schedule.

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:

1. Click the  button.

2. This will open the 'Add New GLA Permission' form.
   

   

3. 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.

4. 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

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

Coordinator GLA Permissions Inheritance

Any GLA Permissions that the Coordinaror inherits from their Department will be displayed on the 'GLA Permissions' tab by pressing the

GLA Approval tab

Attachments tab

Attachments

The Attachments tab allows Users to attach files (including .pdf, .jpg, .doc, and more) of interest or relevance to the service by upload.

Uploading a File

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

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 

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 

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 

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 

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.