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Navigate to Main > People > Workers/Contacts.
Click the
button located immediately above the Workers/Contacts Grid.
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In PCR-360, the types assigned to each Contact determine how the contact functions in the system and how it can be assigned by the system. The default Contact Types installed with the system are outlined below. The System Administrator can create additional types at any time for informational purposes.
Customer
This type is used to classify a Contact as a Customer in the system. Customer contacts have a Customer Number and some other specialized fields on the Contacts Customer tab. Only Customer type contacts can own services and equipment. Customers can also be assigned to a Departmental Hierarchy (or department). Selecting this type automatically enters a GLA Permission as "Permit None" if nothing else is selected.
Coordinator
This is a specialized iteration of the Customer contact type which oversees a Departmental Hierarchy unit. In PCR-360, Departmental Hierarchies are departments – and those departments contain Customers. Coordinators are required to be Customers themselves, and the application enforces this requirement when the types are manually added. Any Coordinator that is assigned to a Departmental Hierarchy has the privileges to submit Service Requests in the CustomerCenter for other Customers of that Departmental Hierarchy. The Coordinator can also view bills for other Customers in their Departmental Hierarchy. Additionally, when a Departmental Hierarchy is specified as the owner of any service or equipment, all communications (notifications) regarding that service or equipment is sent to the Coordinators. See Setting up Coordinators for more details.
Guest
This type is used whenever PCR-360 cannot determine a type to assign to a Contact. As the application processes incoming emails, a Contact is created for each unknown email address coming into the system. These new Contacts are assigned as the Guest type.
Service Rep
This type allows the Contact to be assigned to Service Desk items as the Service Rep (CSR). Only Contacts with the Service Rep type can be assigned to items in Service Desk. Service Reps must also be assigned as the Worker type. The application enforces this requirement when types are manually added.
For the steps to create a Service Rep, please see our How-To article.
User
This type is assigned to any Contact that is also a User in the system. The system creates an internal User record for everyone who accesses the application, and this User record must be associated with one Contact record. Personal details for each User (First Name, Last Name, Email, Phone, etc.) are stored in the associated Contact. This Contact must be a User type.
Vendor
This type is assigned to any Contact of a system Vendor. Vendors of Equipment and Services are tracked by the system, and these Vendors have associated Contacts. Only Contacts of the Vendor type can be associated with a Vendor record.
VIP
This type is used to classify a Contact as a VIP. When a Service Desk Incident is received from a VIP Contact, it assigns the appropriate 'Urgency' to that Incident based on the Tenant's default 'VIP Urgency' setting.
Worker
This type specifies that the Contact is a Worker (or Technician). Workers are utilized by the system when assigning Workflow and labor. Each Worker must be assigned to at least one Workgroup.
Default Workgroup Rates
When a Workgroup is added, either by selecting a Worker or adding the Workgroup, the Rate will automatically populate based off the value defined by the Workgroup.
Editing a Worker/Contact
Users can edit any item on the Workers/Contacts grid by double-clicking the item or highlighting it and clicking the
button immediately above the grid. This action opens the Contact's data entry form at which point edits can be made and saved.
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Select the phone number desired by double clicking or single clicking the phone number and clicking the
button.Click the
check box to set the number as Primary.Click the
button.
The Phone Number is set as Primary.
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Select the Email desired.
Click the
button to set the number as Primary.
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Sometimes a User might wish to make another User inaccessible to other portions of PCR-360. This is the function of the
button. Changing a Worker/Contact to Inactive makes the User hidden from selectors elsewhere in PCR-360 without removing the User's information.
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Users can delete any item on the Workers/Contacts Grid by double-clicking the item or highlighting it and clicking the
button above the grid.
Bulk Updates
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This button replaces all instances of a Contact with another Contact. To use Replace, select a Contact and click the 
button. The Contact is replaced by any Service Order/Action, Service, Equipment, Workflow, Vendor, Coordinator, GLA, Location, or Purchase Order where that Contact appears.
To use, select a Contact to replace and click the 
button. The Select Replacement Contact dialog opens.
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Click on the checkbox in the grid to select the Contact that should replace the old Contact. Click the
button on the form. The Event is sent and a Notification alerts the User when all the replacements have been made.
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