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PCR-360 is built with two tenant modes: Single and Multi. These different modes alter how the application operates. Multi-tenant functionality will be disabled unless your organization specifically contracted for this capability.

In Multi-tenant mode, multiple tenants make up a hierarchical catalog that is used to classify every piece of data in PCR-360. When any piece of data is created, it is assigned to a specific tenant. Data cannot be transferred from one tenant to another, but it can be shared by multiple tenants based on the tenant catalog hierarchy structure. The 'Global' tenant is the parent to all tenants; any data belonging to the Global tenant is shared by all child tenants.The Tenant Management grid displays a visual representation of the active tenants in tenant for the user’s organization. Admin users can add, edit , and delete tenants by interacting with the Tenant Management tree (displayed on the left side of the image above) or the grid (on the right of the image)Grid.

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In Single tenant mode, there is only one tenant: 'Global'. All records in the system are assigned to the Global tenant, and new tenants cannot be created. However, the 'Global' tenant can be edited.

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Tenants

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Adding_a_Tenant Adding_a_Tenant

In Multi-tenant mode, navigate to the Tenant Management grid by opening the 'Admin' tab and double-clicking the node entitled 'Tenant Management'.

Click on the 'Add' button located immediately above the grid.

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In the Tenant Management data entry form, Admin Users are prompted to define some basic information about the new Tenant.

Here, Users can define a Default NPA (a three-digit area code), Default NXX (the first three-digit prefix of a local phone number), and Default State. These values will pre-populate any fields of their respective types in the application.

Users must also apply a VIP Urgency designation to the tenant. If the user defines the VIP Urgency as "High", for example, all SD items owned by VIP users of the specified tenant will indicate the elevated need for attention within the Service Desk.

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The 'Fiscal Start' field takes a two-digit month/day (MM/DD) to set the start time for an organization's Fiscal Year. This field sets a "Fiscal Wall" that will prevent Charges from being created for any date older than the set Fiscal Year when using Back Billing.

The 'Fiscal Start Next Year' will set the year to the following year if it is set to True. If the checkbox is not set then the current year is used instead.

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• Calls: A non-negative (including zero) number of days before call data is Archived according to Date/Time the Call occurred. If left empty or 0 is set, 90 will be used instead.
• Call Errors: A non-negative (including zero) number of days before Call Error data is Archived. This window can be shorter than typical Call data because it can't be processed for billing. Because the date of the call may fail to import properly, Errors are archived according to the record's Created Date (effectively, Import Date). If left empty or 0 is set, 90 will be used instead.
• Bill: A non-negative (including zero) number of days to wait after a Bill is generated to archive its data. This window is based on the date the Bill was generated.
• Service Desk: A non-negative (including zero) number of days to wait before Archiving valid Service Desk records. The default value is 365 days. Zero is permitted to Archive Eligible records immediately, though NOT recommended.

Data Retention

Adding Email Accounts

Users can also add email accounts to the tenant. These accounts serve as the "From" and "To" addresses for the automated email capabilities built into the application. Click on the 'Email Accounts' tab and click the 'Add' button (see image above).

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In the form (see image above), Admin users are prompted to define a number of required fields for the new email account. This email account specification defines how this tenant PCR-360 will send and receive emails. PCR-360 sends email notifications and alerts, and can also "read" incoming emails to a specified email account. For example, if the subject of an incoming email references a specific Service Desk number, the application will add the email to the SD item's Email Thread; if no SD number is specified, the application will create a new Service Desk Inquiry.

Users must define all aspects of the new account, including 'Account Name', 'Account Type', 'Login' and 'Password', the 'Email Address' itself, and the 'Servers' that the account uses.

Once all required fields have been satisfied, click the 'Save New' button at the bottom of the form. The new email account will appear on the original Tenant Management data entry form.

Saving the New Tenant

Once all required fields have been satisfied, click the 'Save New' button at the bottom of the form. The new tenant will appear on the original Tenant Management grid.

Managing Existing Tenants

In Multi-tenant mode, Admin users can manage existing tenants by either opening items on the Admin Tenant Management grid or by interacting with the Tenant Management tree located to the left of the grid.

Managing Tenants on the Grid

To open a tenant, select an item on the Admin Tenant Management grid and click the 'Edit Selected' button located immediately above the grid, or double-click the item. Either action opens the tenant's data entry form.

Users can define the tenant's fields by following the same protocol established in the Adding a Tenant section.

Once all required fields have been satisfied, click the 'Save' button at the bottom of the form. The edits will appear wherever the tenant appears throughout the application.

To delete an existing tenant, select an item on the Admin Tenant Management grid and click the 'Delete Selected' button located immediately above the grid.

Managing Tenants on the Tree

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In Multi-tenant mode, Admin users can also manage tenants using the Tenant Management tree function, which enables Admin users to see where each tenant fits relative to its counterparts.

To add a tenant to the tree, right-click the parent of the proposed tenant and select 'New Item' (see image above). This action opens the new tenant's data entry form, at which point the user can follow the protocol established in the Adding a Tenant section to define the tenant's critical attributes.

Once all required fields have been satisfied and the new tenant has been saved, the user can drag and drop the new tenant to a new position on the tree. The application will prompt the user to confirm the move. Once the move is confirmed, the new tenant will appear on both the Tenant Management tree and the grid.

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Setting up the PCR-360 Email

Overview

PCR-360 can be configured to send and receive external Emails from an associated Email address. For information on the compatible Account Types, please see out configuring an Email article.

To set up the initial association:

1. In the PCR-360 Application, navigate to Admin → Tenant Management.
   
   
2. Select the record in the grid.
   
   
3. Select the Emails Tab
   
   
4. Click the Add button.

PCR-360 is now ready to have a Email Address configured.

Registering An Application in the Portal

1. Open a browser and navigate to the Azure Active Directory admin center.
   
   
2. Login with an account capable of administrating Active Directory
   
   

3. Select Azure Active Directory in the left-hand navigation, then select App registrations under Manage.

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4. Select New registration. On the Register, an application page, set the values as follows.
   
   

   • Set Name to "PCR360 Production" (or "PCR360 Test" depending on the environment being set up).
     
     
   • Set Supported account types to Accounts in any organizational directory and personal Microsoft accounts.
     
     
   • Under Redirect URI, set the first drop-down to Web and set the value to
     
     
     • This must be altered to reflect the URL of the PCR-360 Application
       
       
     • Appending /core/oauth2/validated to the end of the URL is required
       
       
     • https://<pcr360.customerUrl.edu>/core/oauth2/validated


5. Select Register. Copy the value of the Application (client) ID and save it, you will need it later.
   
   
6. Select Certificates & secrets under Manage. Select the New client secret button. Enter a value in Description and select one of the options for Expires and select Add.
   
   

7. Copy the client secret value before you leave this page. You will need it later.

   Important

   This client secret is never shown again, so make sure you copy it now.

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8. Select API permissions in the side bar
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9. Add the permission as shown
   
   
10. Click Add a permission and select Microsoft Graph
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11. Select Delegated Permissions
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12. Select the Mail.Read and Mail.Send permissions
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13. Select the User.Read permission
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14. Click the Add permissions button to add the selected permissions
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Configuration:

Below is an example for configuring a Microsoft Email to be used by PCR-360

1. Select the appropriate Account Type. 
   
   
2. MAKE SURE TO USE THE EMAIL ADDRESS YOU WANT PCR-360 TO USE
   
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3. On the OAuth2 Configuration tab enter Application ID and Secret KEY copied down from the Registering an Application steps above.
   
   
4. Also enter in the following values:
   
   

   1. Authentication Authority URL: https://login.microsoftonline.com/common for this example
      
      

   2. Authorization Endpoint: /oauth2/v2.0/authorize
      
      

   3. Token Request Endpoint: /oauth2/v2.0/token
      
      

   4. Scopes (groups, or permissions): openid profile offline_access user.read mail.read mail.send

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5. Save the Email Address
   
   
6. Click the "Click to Authenticate" button
   
   
7. Follow the prompts to authorize PCR-360 with your Email.
   
   
8. Once completed the portal will redirect back to the application with a success message.
   
   
9. The button on the OAuth2 Configuration tab should now say "Click to RE Authenticate"
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10. The application is now configured to send (and/or receive) emails using the email address that was authenticated