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The CustomerCenter 'Order Details' page is where a Customer can input all of the information needed to accurately fulfill a Request once it is submitted. There are a few different sections that need to be filled out. Once all of the sections are filled out the Customer can then click the 'Save Order Details' 
button to submit the details for a given Cart item. The 'Cancel' 
button will abort any changes and return the Customer to the Submit Request page.
If there are multiple Cart items Order Details will need to be filled out for each item individually since different Services, Equipment, or Packages might have different details. However, Users do have the option to use the same Order Details for all of the items on the Request. To use the same Order Details for every item first fill out the Order Details on one of the existing items in the Request. At the bottom of the Order Details page is a drop down labeled 'Apply Order Details to all Services and/or Stand-alone Equipment:'. There are two options in this drop down. The default option of 'No' will only apply the Order Details to the specified item from the Submit Request page. The 'Overwrite All Order Details' option will apply the current Order Details the Customer just filled in, to every other item currently in the Cart. This will overwrite any other existing Order Details data.
Set Owner
The 'Set Owner' section has two sections, the Contact and Department sections, which will populate the Owner picker on the Request. The Customer can only select one or the other and the Department option is not available unless the Customer is a Coordinator.
Contact
The Contact section is selected by default. The First Name, Last Name, Email Address, and Phone Number are all fields set automatically based on the Customer that is submitting the Request. This can be overridden using the Owner Action drop down to either create a new Contact, or update the existing Contact's data. First Name and Last Name are always required fields. The Configuration Options CC_EMAIL_REQUIRED and CC_PHONE_REQUIRED control whether their respective fields are required or not. The entire section can be optionally made read-only using Permissions to prevent Customers from updating the Contacts table.
Owner Action
Update
Update is selected by default. The Customer does not have to update any of the four fields, (First Name, Last Name, Email Address, or Phone Number) however, if they do the data will be updated on the existing Contact record.
Create New
If this option is selected PCR-360 will attempt to create a new Contact record to assign as the Owner using the data entered by the Customer.
Department
If the Department section is selected the Coordinator can only select existing Department Hierarchies using the picker.
Order Contacts
The 'Order Contacts' will display the Service Contact for the Request. In many Organizations the Service Contact is the same data as the Contact Owner, and this section is provided for when there might be a different Contact associated with the Service. There are three options in this section, the Service, Primary On-Site, and Alternate On-Site sections. Both the Primary On-Site and Alternate On-Site sections can be optionally hidden with the CC_REQUEST_SHOW_PRIMARY_SECONDARY_CONTACTS Configuration Option. The Service Contact follows the Service through the Order process and will be added to the Service once the Order's status is "Complete". Both the Primary On-Site and Alternate On-Site Contacts will only be on the Order and do not follow the Service through completion.
Billing Details
The 'Billing Details' picker will assign a GLA to the Request. The GLA is always a required field if the Service Catalog for the Service that is selected is "Billable". The 'Location' picker will set the Location of the Request. The Location will be required if the Service Catalog has the "Location Required" flag set. The 'Reference' field is a free form that that will be used to populate the Reference on the Service and is never required.
The 'Cabling Equipment' picker can be optionally turned on or off using the Configuration Option CC_SHOW_CABLING_PICKER and it's label text is controlled with CC_DESTINATION_EQUIPMENT_FORM_LABEL. The Cabling Equipment picker can be used in organizations where the Customers know their Ports/Pins/Lens based on a Port or Jack in the wall to connect devices to.
Optional Information
Any information added to the 'Most Recent Remark' field will be sent to the Remarks tab of the Request for review by the team working the Request. Most Recent Remark is a free form field that can contain any information the Customer feels needs to be included.
Attachments
Any file less then 10Mb in file size can be attached to the Request for review on the Request.
Additional Information
...
The Cart
To open the Cart, just click on the button.
From the Cart, a User can manage Pending Requests and submit/delete one or more Requests. The User is also given the option to Select All Pending Requests, Deselect All Pending Requests (Select None) or Select All Pending Requests of one type.
To Select a Pending Request, the User must 
the small box in the corner of the Request. After a Request is Selected, it is just the click of a button to 
or
.
To Delete just a singular Request, the User just needs to click the 
icon.
In Order to find Pending Requests more quickly, a User can utilize the search bar. The Pending Request search bar works slightly differently than other search bars within PCR-360 in that it will only match based on the Request's Title.
The Cart will only load four (4) Pending Requests initially. If more exist a User can load more with the below button, which is located underneath the last loaded Request.
When no more Requests are present to be loaded, the button will display a message for no more Requests in its place.
Types of Pending Requests
- Ready to Submit - These Requests are completed, and are ready to be submitted
- Incomplete - These Requests are missing Required pieces of information and require further action by the User. These Requests are usually marked with the
icon.
Request Management
To add New Services and Equipment and Packages, see their respective articles for information for adding them to the Cart.
Each Request is Editable from the Cart. The User can update the Urgency, Owner, the Charge Account, the Description, manage Attachments, and any other User-Defined Fields on the Request. The User can also update Changes to the Service and related Equipment/Packages.
Each Request can also be Titled uniquely to help group the details for each Request.
At the bottom right corner of the Request, a summary of the Charges will be displayed.
Title
A Request can be uniquely named and updated to help a User differentiate multiple Requests being worked on (such as setting up Orders for multiple different Users). To edit the title, click the 
icon.
Urgency
Urgency allows the User to indicate how important a Request is. Examples of Urgency are Low, Medium, and High. Depending on Organizational needs, the system may be configured to behave differently depending on the Urgency.
Owner Information
The Owner Information fields are comprised of two separate fields. The Who Owns This one and the actual Owner one. Together they enable the application to determine who the Own of the Service should be.
Who Owns This
This dropdown consists of three options. Contact, Department and I Can't Find.
- Contact - Selecting this option means the Owner is an individual person.
- Department - Selecting this option means the Owner is a Department.
- I Can't Find - Selecting this option means the Owner is not setup in the application yet, such as a new hire, or a pending new Department.
Owner
The Owner picker is filtered depending on the Who Owns This field. When set to Contact, the picker will only display Contact records, while when set to Department, the picker will only display Department records.
When Who Owns This is set to I Can't Find the picker becomes a free text field for the User to enter the Owner manually.
If the logged-in User is not a Coordinator the Owner field will be auto populated to that Users details.
If the logged-in User is a Coordinator the Owner field will be restricted to Departments that they coordinate if the Who Owns This dropdown is set to Department. If set to Contact, it is restricted to Contacts within the Departments that they coordinate.
Charge Account
The Charge Account is always aRequired field if the Service Catalog for the selected Service is "Billable". The GLA picker restrictions are determined by a number of factors. If the logged-in User is not a coordinator, the GLA permissions will be the User's GLA permissions. If the User is a coordinator the Owner field will be restricted and the intersection between the Owner and User's GLA Permissions will be used. If there are no User GLA Permissions, the inherited GLA permissions of the Departments that they Coordinate will be used.
For more information on how the Department Hierarchy or a Contact's association affects GLA permissions, please see the Department Hierarchy and People page.
Description
The Description field is used to describe the need for the Service or any other details related to the Request, but will not necessarily appear on the final product of the Request itself.
Attachments
Any file less than 10Mb in file size can be attached to the Request for review.
Items on the Request
Each individual Service, Standalone Equipment or Package is hidden by default on the Request. A User can view them by clicking the 
button. They can be hidden once more by clicking the 
button.
When expanded (
) all associated change items will be displayed for that expanded category, and a User will be able to edit the item (
), remove the item (
) or expand (
) /collapse (
) a summary of the item's details.
When editing one item in the category, the User can click the 
button and then navigate directly to others using the 
and
buttons.
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The Cabling Picker will appear on all Service Add Actions, as well as, on Packages. The Cabling Picker is restricted by location on Service and Package Actions. The picker is also restricted by the Service's catalog location restrictions on service actions. The Cabling Picker is not a Required field and will only appear if CC_SHOW_CABLING_PICKER is true. |
Services
There are a number of available items available for a Service Request or Equipment Installation.
For new Services being Requested, the most common Service Changes are Add/Install. Other items are more common when a User desires an update to an existing Service.
For Services and Equipment that require a Location, a User has two options:
- Find Existing - This allows the User to select an existing record from the system.
- I Can't Find - Selecting this option means the Location is not setup in the application yet, such as a new building.
For Services being Changed or Moved, the Reference Field is available. This is a free text field for the User to enter information specific to the Action.
Standalone Equipment
Standalone Equipment is any piece of Equipment that is not associated with any specific Service. Equipment that is associated with the Service will appear in the Service Changes section.
Related Packages
Packages are bundles of related Services and Equipment that your Organization has defined as being needed together. Packages expedite a User's ability to request multiple commonly needed items at once.
User-Defined Fields
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Association Criteria vs. Second Association Criteria
The Service Catalog is the criteria and it can be empty. The Service Desk Action Type is the Second Association criteria and it cannot be empty. The Second Association criteria will default to the "Add" action type.
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