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Navigate to the SDC Grid. Admin > Service Desk > Classification (SDC)
This opens the SDC Grid. To add a new SDC, click the
button located immediately above the Grid.In the SDC data entry form, Users are prompted to define the SD Type for which this Classification applies. Once they have selected an SD Type, they will be prompted to apply Service Desk defaults. Some SD types allow selecting an SDC Type: Any, Service, or Equipment. Selecting any, other than Any and Estimate, allows a drop-down menu for SDC Type to appear on the form on the right. Users can select the type as needed.
The combination of these two fields, the SD Type and SDC Type, determines which other fields are available on the form. The ‘SD Type’ selection defines which SD items the classification applies to. Accordingly, the User's SD Type selection enables other fields in the classification associated with the defined type. The following chart details the fields that are available on SDC:
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To do so, Users can follow the same protocol established in the Editing a SDC section of the Service Desk portion of this manual.
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While on the SDC Grid, Users can utilize the SDC Type column to quickly Filter the Grid based on the SDC Type. The SDC Type field only has the following three values 'Any', 'Service', or 'Equipment'. If you enter a value that is not one of those three, the filter will return with the "No Records Found" message.
SLA Time Specifications
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This is the Time Specification for the SDC. These are preset by the SLAs and can be associated with a specific SDC here.
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From the 'Time Specifications' tab click the
button. This opens the 'Add New Time Specifications' form.
Click the SLA picker. Select the desired SLA from the Tree / Grid.
Enter the desired hours into the 'Hours' field.
Enter the percent in the 'Percent' field.
Enter any other desired fields and click the
button.
The 'Time Specification' is added to the Grid.
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From the Workflow tab, click the
button.This opens the 'Add New SDC Workflow' form.
Enter a Wf Number. PCR recommends using increments of 10 or 100.
Use the 'Workgroup' picker to select the desired Workgroup.
Click the
This saves the Workflow to the 'SDC: Workflow' Grid. Now whenever the SDC of 'Avaya Phone' is selected in Service Desk: Order, this Workflow automatically adds to the Service Order Workflow tab.
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From the Workflow tab, click the
button.
This opens the 'Add New Existing Workflow' form.
Select any desired Workflows to add
Click the
Default Charges
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These are the Default Charges that are to be applied when the SDC is applied. These Charges draw from the Charges Catalog.
Click the
button.The 'Add New Default Charges' tab opens.
Select a Charge from the 'Charge Catalog' picker.
Enter the 'Charge Override Amount' if desired.
Enter the 'Quantity' if desired.
Click the
The form closes and the Default Charge is applied to the current SDC item. Repeat as necessary to add additional Default Charges.
See also our Video tutorial: Adding Charges and Equipment to an SDCs.
Default Equipment
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These are the 'Default Equipment' that are to be applied when the SDC is applied. These Equipment are drawn from the Equipment Catalog.
To add Equipment, follow these steps:
Click the
button.This opens the 'Add New Equipment' form.
Select the Equipment(s) that is desired to associate with the given SDC.
Click the
button.
The Equipment loads by default when the SDC is applied.
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