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The Cart
(image below needs to be updated once the Expired/Current toggle button is developed)
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 Rquest, the User just needs to click the icon.
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.
Charge Account
The Charge Account is always a required field if the Service Catalog 
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".
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Description
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The 'Location' picker will set the Location of the Request
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Attachments
Any file less than 10Mb in file size can be attached to the Request for review on the Request.
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.
Services
There are a number of available items available for a Service Request or Equipment Installation.
- Add or Install a Service
- Request a New Service ID
- Upgrade / Downgrade Service
- Add a New Location
- Move to a New Location
- Change the Owner of the Service
- Other Miscellaneous updates
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 to 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.
Standalone Equipment
Standalone Equipment is any piece of Equipment that is not associated to 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
If there are User Defined Fields (UDFs) associated with the Service Catalog or the Change Requests being requested that have the "Show in CustomerCenter" flag set to true, they will be displayed on the Request. Any UDFs that show in CustomerCenter will be required to follow the rules (such as requiring the field) set on the UDF by the Administrator. Service UDF's will now show up in a section above "Additional Information" with a heading of "Information for <service ID>" i.e. "Information for Fantastic Company”.
For more information on UDF associations displayed within CustomerCenter please see the articles for the Service UDFs and User-Defined Fields tabs.
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.
Additional Information
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. 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 'Additional Information' section will only appear if there are User Defined Fields (UDFs) associated with
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the Service
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Catalog or Equipment Catalog being requested
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that have the "Show in CustomerCenter" flag set to true. Any UDFs that
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show in CustomerCenter
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will be required to follow the rules (such as requiring the field) set on the UDF by the Administrator
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Save for Later
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.
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Expired Requests
After a period of time, Pending Requests will Expire. Expired Requests along allow you to view the General Details (not individual item changes on Services/Standalone Equipment/Packages), and Delete the Request. The period of time a Request has is configured by CC_REQUEST_EXPIRATION_DAYS, which has a default value of 30 days.
To view Expired Requests click the Expired button to load the Expired Requests, and then the Current button to load the other Requests back after you have deleted unneeded Expired Requests.
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