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The Service Desk icon serves as the portal to many of PCR-360's most critical functions. The Service Desk is designed as the single point of reference for all transactions that add, change, move, or delete any of the services and/or equipment that your organization tracks via PCR-360.

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Most Service Desk Items have the following fields:

• Description - This field allows for a short explanation for what the purpose of the Service Desk Item is.

• Due Date - This field can be set to help track Service Desk Items that must be completed by certain SLA standards.

• Owner - The Owner's contact information is displayed here.

• Requestor - 

   The

   The Requestor's contact information is displayed here.

• Service Rep - Assignment of

  the 

  the Service Representative

   who

   who created or was assigned the Service Desk Item.

• Status - The status of the Service Desk Item determines the following actions.

  • Pending -

  The 

  • The Pending Status

   is

  •  is the initial status of any newly

  created 

  • created Status.

  • Complete - When all Workflow is marked complete, the Service Desk Item can be

  marked 

  • marked Complete. Sets form inputs, Equipment

   tab

  •  tab,

  and 

  • and Contacts

   tab

  •  tab to read-only.

  • Finalized - Sets remaining tabs; Workflow, GLA, Charges,

  and 

  • and Labor

   as

  •  as read-only.

  • Hold - Service Desk Item is waiting for further action.

  • Void - Service Desk Item has been determined to be invalid or no longer needed.

  • Billed - A Finalized Service Desk Item with Charge(s) that have been successfully billed out.  Charges that are associated with an Action will cause the Order to be marked as 'Billed' if the Order for that Action is also 'Finalized' (even if the Order does not have directly associated Charges). Any Finalized Service Desk Action with Charge(s) has been successfully billed out will be marked as 'Billed'. 
    
    

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• Source - This field will denote the original source of the Service Desk Item. System defaults

  are 

  are Web

   and 

   and Email.

  Additional 

  Additional List Values

   can

   can be added by an Administrator to the Type 'SD_SOURCE'. For example, Phone, Tech, Quick Tick, Fax, Text, etc.

• Urgency - Users can set the item’s level to High, Medium, or Low.

• Impact - Users can set the item's level to High, Medium, or Low.

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