Create an Order
The first step is to create a Service Desk Order.
1. Go to Main > Service Desk > Orders.
2. Click Unknown Attachmentbutton.
3. Enter the Service Rep (if not populated with the User's name).
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4. Enter the Owner of the new service.
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5. If so desired, enter the Requestor's name.
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6. Next enter a brief description.
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7. Click Unknown Attachment 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 Unknown Attachment button.
2. Set the Action as "Swap".
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3. Select the Service for the Order.
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Ways to search for Services:
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If the Service Number in question is known, enter it into the Service ID field and hit enter.
2. Part of the Service ID in the field can be entered.
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3. Hit Enter
4. The magnifying glass in the Service field will trigger a form to help select the appropriate Service
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5. Filters can be added to the columns to shorten the list.
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After Selecting a Service:
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Select a "Swap Service".
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Note: The Swap Service will be limited to Services with the same Service Catalog or a Parent Service Catalog of the selected Service.
2. Enter any other required information and click theUnknown Attachment button.
3. If there are any matching SDC's (Service Desk Classification) the User will see this screen and have the choice of choosing the appropriate SDC, saving without an SDC, or not saving the Action.
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If saved (with or without an SDC) an Action number will be generated next to the SD#.
Swapping Equipment
After saving the Action, any equipment currently on the service and the swap service will be imported into the equipment tab on the action with an action of "Move".
In some cases, it may be needed to swap the equipment, rather than move the equipment with the service. To swap the equipment, i.e. move equipment from the service to the swap service, and from the swap service to the selected service complete the following steps:
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Select the Equipment Tab on the action
2. Double-click on an equipment record This will open the equipment entry form, as seen below
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3. On the Equipment entry form, Change the "Action" to "Swap"
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4. Click the Unknown Attachment button.
Close the form.
Entering Workflow
At this point, if the Workflow is not populated from the Service Desk Classification it can be entered here.
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Click on the Unknown Attachment tab.
2. ClickUnknown Attachment button.
3. Enter a Workflow Number.
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See Note below for additional information.
4. Enter the Workgroup
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5. If assigning this to a specific person, select the Worker.
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6. If this WF item is ready to be worked, enter a Start Date.
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Optionally, choose a Scheduled Date, and/or enter an Estimated Time to complete the workflow.
7. Click theUnknown Attachment button.
Note: A couple of things to remember about Workflow numbers.
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Workflow Numbers are used to order the workflow items
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Leave room between workflow numbers in case items need to be added later. It is recommended to use intervals of 100
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Multiple WF items can have the same number. This is done when those tasks can be performed concurrently
Selecting GLA's
1. Click on the Unknown Attachment tab.
2. Click theUnknown Attachment button.
3. Click the Unknown Attachment button.
4. Choose the GLA that will get billed for this Service's charges.
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5. If the charges are split between multiple GLA's choose the percentage for this GLA then choose the other GLA's and percentages.
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6. Click the Unknown Attachment button.