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Create an Add Locations Action

On PCR-360's Service Desk, Add Locations is used to add an additional Location to a Service.

Create an Order

The first step is to create a Service Desk Order.

  1. Go to Main > Service Desk > Orders.

       2. Click

Add button
 button.

       3. Enter the Service Rep (if not populated with the User's name).

  

Service Rep picker

       4. Enter the Owner of the new service.

  

Owner - Contact picker

       5. If so desired, enter the Requestor's name.

  

Requestor picker

       6. Next enter a brief description. 

Description field

Description field

       7. Click 

Save New button
 button.  An Order number will be generated in the upper left-hand corner of the window.

Adding an Action

Next, add a Service Desk Order Action.

  1. Click the

    Add button

    Add button

     button.

       2. Set the Action as "Add Location".

 

Action dropdown

       3. Select the Service for the Order.

 

Service Catalog picker

Ways to search for Services:

  1. Next, choose the Service desired to Add Location:

       2. If the Service Number in question is known, it can be entered into the Service ID field and hit enter.

       3. Part of the Service ID can be entered into the field.

Service picker

Service picker

       4. The magnifying glass in the Service field will trigger a form for selecting the appropriate Service

        

Service Picker example

       5. Filters can be added to the columns to shorten the list.

       

Filtering Picker example

After Selecting a Service:

  1. After selecting the service one of two things will happen.

  • If a phone service is chosen that is not currently set to use multiple locations, the User will be prompted to allow multiple locations to be used on the service. Click "Yes" to continue, or "No" to choose another service. The "Location" field will be editable.

  • If a phone service is chosen that currently supports multiple locations or has multiple locations associated with the service, the User will not be prompted. The "Location" field will be editable.

      2. Choose a Location.

 

Location picker

         Note: Only phone services may have multiple locations.

     3. Click the 

Save New button
 button.

     4. If there are any matching SDC's (Service Desk Classifications) the User will see this screen and have the choice of choosing the appropriate SDC, saving without an SDC, or not saving the Action.

       

Select an SDC example

If saved (with or without an SDC) the User will now have an Action number next to the SD#.

Entering Workflow

At this point, if the Workflow is not populated from the Service Desk Classification, or an additional Workflow needs to be added, the User can enter it here.

  1. Click on the

    Workflow tab

      2. Click the

Add button
 button.

      3. Enter a Workflow Number.

        

Wf Number field

Note: A couple of things to remember about Workflow numbers.

  • Workflows Numbers are used to order the items within it.

  • Leaving a range of numbers available between Workflow Numbers simplifies things in case items need to be added later. It is recommended to use intervals of 100.

  • Multiple WF items can have the same number. This is done when tasks can be performed concurrently.

  1. Enter the Workgroup.

  

Workgroup picker

      2. If assigning the Workgroup to a specific person, select the Worker.

          

Worker picker

      3. If this WF item is ready to be worked, enter a Start Date.

         

 .

      4. Optionally, choose a Scheduled Date, and/or enter an Estimated Time to complete the workflow.

      5. Click the

Save New button
 button.

Selecting GLA's

  1. Click on the GLA tab tab.

       2. Click the

Manage Entries button
 button.

       3. Click the 

Add GLAs button
 button.

       4. Choose the GLA that will get billed for this Services charges.

        

GLA picker

5. If the charges are split between multiple GLA's choose the percentage for this GLA then choose the other GLA's and percentages.

        

Percent field

       6. Click the 

Save button
 button.

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