Create an Order
The first step is to create a Service Desk Order.
- Go to Main > Service Desk > Orders.
2. Click the button.
3. Enter the Service Rep (if not populated with the User's name) into the field.
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7. Click the button and 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.
- Click the
button.
2. Set the Action to the Change Type of Owner in the drop-down.
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3. Select the Service for the Order with the picker.
Ways to search for Services:
- If the Service in question is known, enter it into the Service ID field and hit enter.
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5. Filters can be added to the columns to shorten the list
After Selecting a Service:
- Select a New Owner for the Service
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The new Owner may be either a Contact or Dept. Hierarchy. It does not matter if the old Owner was a Contact or a Department.
2. Click the 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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4. If saved (with or without an SDC) an Action number will be generated next to the SD#.
Entering Workflow
At this point, if the Workflow (WF) is not populated from the Service Desk Classification it can be entered here.
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2. Click the button.
3. The Workflow Number is a Required field. Enter a 'Workflow Number' into the field.
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4. The Workgroup is a Required field. Enter the Workgroup into the picker.
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7. Click the button.
Note: A couple of things to remember about Workflow numbers.
- Workflow Numbers are used to order the Workflow items.
- Leave room between Workflow numbers in case items need to be added later. It is recommended to use intervals of 100.
- Multiple WF items can have the same number. This is done when those tasks can be performed concurrently.
Selecting GLA's
- Click on the tab
2. Click the button.
3. Click the button.
4. Choose the GLA that will get billed for this Service's charges
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6. Click the button.
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