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Click on the
tab.Click the
button.In the data entry form, Users are prompted to select those parties who will be responsible for fulfilling the required Actions. Users must select a Workgroup and can additionally specify a Worker from lists defined by the User's organization.
Enter a Workflow Number (
)
A couple of things to remember about Workflow numbers:They are used to order the Workflow items.
Leave a range of numbers available between Workflow numbers (WF#) in case items need to be added later. We recommend intervals of 100.
Multiple Workflow items can have the same number. This is done when those tasks can be performed concurrently.
Enter the Workgroup. (
)If you are giving this to a specific person, enter/select the Worker. (
)If this Workflow item is ready to be worked, enter a Start Date. (
)Optionally, Users may also choose a Scheduled Date, and/or enter an Estimated Time to complete the Workflow. The estimated time field allows the User to specify the number of hours the task should take to complete.
Click the
button.
Adding a Workflow from a Service Desk Classification
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Click on the
tab.Click on the
button.From the Choose a Service Desk Classification form, select the SDC to apply.
Click the
button.The New SDC will be applied to the Service Desk Item.
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To edit an individual Action, simply selected the Action, and click the
button.
Deleting a Workflow Action
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To delete an individual Action, simply selected the Action, and click the 
button.
Entering Labor
The 
button allows the user to enter Labor on a specific Workflow item.
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Completing a Workflow Action
The 
button sets the Workflow Status to Complete. This marks the particular item and sends out appropriate Notifications , if they are set. As each Workflow is completed the next Workflow in the sequence is automatically started, triggering the Workflow Start Date event.
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Your ability to complete a workflow may be restricted depending on your organization's requirements defined in the configuration guide. If for example permission is denied to everyone except for the Assigned Worker, Manager, CSR, or SysAdmin and you are none of these you will not be able to complete the workflow. This also holds true if there is not assigned worker. In this case only the Manager, CSR or SysAdmin would be able to complete the workflow. See SD_WORKFLOW_PERMISSIONS configuration option for more details.
Requesting an Update
The 
button creates a status request email for a given workflow task.
To use it just click the 'Request Update' button. This will open the 'New Message form'. .
A User can keep the default email text or add additional content here. Clicking the 
button will generate the email and send it to the email inbox of the recipient.
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If there are multiple 'Action/Type' that are duplicated Workflow it can be unwieldy to manage these tasks for similar requests. To address this PCR-360 has the option to Consolidate these duplicated Workflows. Only Workflow items with a Pending 'WF status' can be Consolidated.
Clicking the 
button will Consolidate all of the current workflow. The Workflow will have all original 'Action/Types' removed, combined with matching entries, and added back to the Workflow tab on the Service Order. For this to occur, the Workflow Number, Workgroup, and Worker fields will all have to match. It is important to note once done, this cannot be undone. Once completed you'll note that all of the Workflow entries(WF#) have '000' for their 'Action #', meaning they are assigned to the Service Order as a whole and not to any individual Action. Any 'Notes' unique to the separate records will be combined with the new consolidated Workflow and comma-separated. Any Estimated Time will be totaled together.
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From here a User can also create custom reports using the 
button.
Users are able to directly open the exact 
, 
, or 
record the User desires once the item is selected in the grid.
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