Page Comparison

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• UDF Identifier - This is the Identifier that PCR-360 uses for the UDF being defined. This label MUST be unique or it cannot be saved.

  • This field is set to read-only and cannot be changed once the User clicks the 

    

    button. 

• Label - This is the label for the defined UDF.

• Field Type - This determines the type of input associated with the UDF.

  • This field is set to read-only and cannot be changed once the User clicks the

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    Save New button. 

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  • There are a number of different Types that can be selected. See the Type Definitions section for complete descriptions of the types.

• Required - Requires that the UDF has data before the form can be saved.

• Verify Field Data - Creates a blue tool-tip for the UDF when the User attempts to Save the record, This helps to encourage the User to verify the record is valid.

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To add a UDF Association, follow these steps:

1. Click the 

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    buttonthe Add button. 
   

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2. The 'Add New Field Association' form opens.
   

   

3. The input here is kept relatively simple. Select an Item from the 'Association Table' drop-down.

4. Some inputs open additional drop-downs. Those additional drop-downs are listed here:

   • Cables - UDF applies to all Cables.

     • Cable Type - UDF ONLY applies to selected Cable Type.

   • Contacts - UDF applies to all Contacts

   • GLA - UDF applies to all GLAs.

     • Format - UDF ONLY applies to selected GLA Format.

   • Location - UDF applies to all Locations.

     • Location Type - UDF ONLY applies to selected Location Type.

   • Service Desk - UDF applies to all Service Desk items.

     • SD Type - UDF ONLY applies to the selected SD Type.

   • Service Desk Actions - UDF applies to all Service Desk Actions

     • SD Action type (not SD Type)

     • Service Catalog
       Note: a UDF cannot be added to a Service and an Action simultaneously, as the save process has difficulties doing both at once.
       CAUTION: When the same UDF Value is used for both an Action and a Service, PCR-360 will see these as the same field, so when changes are made in Service Desk to the Service UDF Value stored will overwrite any value of the Action UDF.

   • Service Desk Inquiry - UDF applies to all Inquiries.

     • Topic - optionally limit the UDF to only some specific types of Inquiries.

   • Service Desk Quick Ticks - UDF applies to all Quick Ticks.

     • Tick Type - UDF ONLY applies to selected Tick Type.

   • Equipment - UDF applies to all Equipment.

     • Equipment Catalog - The UDF is associated with the specific Equipment selected from the Catalog.

   • Service - UDF applies to all Services.

     • Service Catalog - The UDF is associated with the specific Service selected from the Catalog.
       Note: a UDF cannot be added to a Service and an Action simultaneously, as the save process has difficulties doing both at once.
       CAUTION: When the same UDF Value is used for both an Action and a Service, PCR-360 will see these as the same field, so when changes are made in Service Desk to the Service UDF Value stored will overwrite any value of the Action UDF

5. CustomerCenter

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   Cust Center Cust Center

   - This flag allows the UDF for the Service or Equipment to appear on the CustomerCenter.

   • When the Cust Center flag is set to true, the associated UDF will display on the Request in the Cart.

     • Service UDFs appear on new Service Requests and on all Change Actions in the cart.

     • Service Order UDFs will appear on the Service Request in the Cart.

     • Incident UDFs have two types of UDFs that appear on Incident Requests. Incident UDFs are under the heading "Additional Information", stay on the Incident, and are included to add more information about the ticket.
       

       • Item UDFs are under the heading "Information for <item name>". Item UDF values get updated on the Item record and are used to add more information to a specific Service, Equipment, or Package. 

     • Action UDFs will appear on the action type the UDF is associated with. This can be a specific type or all Actions, in the Cart, or in addition to the Service-specific UDFs.

       • Note: Using text or text area Action UDFs will allow you to create Custom Questions for the customer to answer in the Cart.

   • The UDF set in the CustomerCenter will remain for the entire Service Desk Life Cycle.

6. Aging Persist - This flag allows the UDF to remain through the Aging process if it is set.

7. Catalog Inheritance - This flag allows the UDF to be inherited by Service and Equipment Catalogs whose Parent is associated to the UDF already.
   

   

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• System Defined List - If the drop-down options are 'System Defined', the drop-down values are populated from the List Values grid. The Admin only needs to use the provided 'List Type' Picker to select the list.
  

  

• User Defined List - If the drop-down options are 'User Defined', the Admin needs to define each drop-down option individually. This is done through the following steps:

1. Click the 

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   the Add button. 
   

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2. The 'Add New Lists' form opens.
   

   

3. Enter a 'Value' into the form. Enter a description if one is desired.

4. Click the

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   Save New button. 

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5. Continue by clicking the

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   Clear button and entering any additional values for the drop-down that are desired.

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6. Close the form when all the needed options have been added. These should be reflected in the grid.

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