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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.

When selecting a new Service Catalog, the list will be delimited to Service Catalog items that are of the same type as the selected Service. For example, if a Phone service is selected, only the new Service Catalog items with a type of “Phone” will be available as an Upgrade/Downgrade option. 

Other factors may also restrict what is available for a Service to be Upgraded/Downgraded to.

1. The Service Type of the current Catalog must match the desired Catalog
2. The desired Service Catalog must be Active and not a Category
3. Service Catalog Location Restrictions apply
4. The current and desired Service Catalog formats 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.

When the Action is Finalized the Charges will be added to the Service.

See Quick Reference: Upgrade/Downgrade to create an Upgrade/Downgrade Order.