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Customer

When a 'Contact' is set with a 'Type' of 'Customer' the 'Customer' tab will be made available and become required. There are two required fields in the 'Customer' tab, 'Customer Number' and the 'Billing Group'. The Customer Number will import from your Shibboleth or LDAP feed. Additional information related to the Customer can be added here.

The 'Default GLA' can be set to always associate the Customer with a given GLA. The 'Default SLA for Orders' will automatically set the SLA whenever the Customer makes an Order. The 'Default SLA for Incidents' will set the SLA for when the Customer reports an Incident.

Remarks

The 'Remarks' tab provides the User the ability to add comments and Remarks to the record. By default a Remark cannot be edited or deleted once it is added; to alter this behavior see the Configuration Option: REMARKS_EDITABLE .

Adding Remarks

After clicking the 'Add' button , the data-entry form opens (see above example) which provides the User with a free-form field used for entering Remarks. Click the 'Save New' button to add the Remark.

Note: Remember that depending on the system configuration Remarks may not be editable once added.

Viewing Remarks

Selecting the 'View Remark' button will open a read-only data-entry form that displays the text of the Remark.

Emails

The 'Emails' tab will associate an email address to a Contact record. Multiple email addresses can be saved in PCR-360 with the option to set an Email Address as the primary for the Contact. To add an email association use the following steps:

  1. Click the 'Add' button.
  2. This will open the 'Add New Contact Email Address' form.
  3. Enter the Email Address and select if the Email is intended as a Primary contact or as an alternate email.
  4. If the Email Address should show in the Directory select the 'Directory' check box.
  5. Click the 'Save New' button.

The Email Address for the Contact will be added to the grid.

Set as Primary

The 'Set as Primary' button will allow a User to quickly change the status of the Primary Email Address without having to open a sub form. Simply click the Email Address to set, and click the button. The 'Type' on the selected record should change to Primary and unset on the original record.

Phone Numbers

The 'Phone Numbers' tab will allow the association of a Phone Number or numbers with a Contact record. These numbers can be set as primary or allowed to appear in the directory. To add the Phone Number association follow these steps:

  1. Click the 'Add' button.
  2. This will open the 'Add New Contact Phone Number' form.
  3. Enter the 'Phone Number' and select the 'Type' of number that it is; work, home etc.
  4. If the Phone Number is the Primary number for the Contact, click the 'Primary' check box.
  5. If the Phone Number should show in the Directory select the 'Directory' check box.
  6. Click the 'Save New' button.

The Phone Number will be added to the grid.

Address/Addresses

The 'Addresses' tab will associate an Address to the Contact record.

  1. Click the 'Add' button.
  2. This will open the 'Add New Address' form.
  3. Enter the 'Street Address', 'City', 'State', and 'Zip'. Each of these fields are required.
  4. Select the 'Type' if one is desired.
  5. If the Address should show in the Directory select the 'Directory' check box.
  6. Click the 'Save New' button.

The Address will now reflect in the grid on the Addresses tab.

GLA Permissions

The GLA Permissions tab will allow a User to limit a Contact to be associated with specific GLAs for greater administrative control. What ever GLA Permissions are set here are the GLA(s) that the Contact will have access to via the CustomerCenter .

Add

To limit a Contact to a GLA(s) follow these steps:

  1. Click the 'Add' button.
  2. This will open the 'Add New GLA Permission' form.
  3. Select the GLA or GLAs that are desired to associate from the grid. Filters and Search can be used to sort to the GLA(s) that are desired.
  4. Click the 'Save and Close' button.

The GLA Permissions will be added to the Contact record. Any time Users attempt to assign a GLA through the CustomerCenter for this Contact record, the GLA(s) available will be limited to the ones in this list.

Permit None

If the Contact should never be allowed to be associated with a GLA simply click the 'Permit None' button. Any previously associated GLA(s) will be removed and a message will appear in the grid that says 'No GLA entries may be used with this Contacts entry.' By default, when a new Contact is created the Permit None option is automatically added.

To remove the 'Permit None' restriction, simply select the message in the grid, and then click the 'Delete Selected' button.

GLA Approval

The 'GLA Approval' tab is used to assign the range(s) of GLAs that a Contact has access to for approving Requests . For the tab to appear the Contact must first be set to the 'User' type. When a GLA set on the GLA Approval tab is used in the Request initiated in the CustomerCenter , that Worker/Contact will be notified that there is a Request that is "Pending Approval". Putting the GLA on the GLA Approval tab also automatically makes the GLA require approval.

There are three components to a GLA Approval record:

  • GLA - The Contact will be able to see Approvals for this specified GLA.
  • Minimum Amount - Any amount requiring Approval must first meet this threshold Minimum Amount. Approvals for less then this will not need the given Contact's attention.
  • Maximum Amount - Any amount above this threshold will exceed the given Contact's limit and the Contact will not be required for Approvals over the set amount.

It is possible to set a range by specifying both a Minimum and Maximum Amount in their respective fields. Any Requests that fall within the range will be made available to the Contact for Approval. If no Minimum or Maximum amount is set the Worker/Contact will always be required to Approve for the specified GLA.

  1. Click the 'Add' button.
  2. This will open the 'Add New GLA Component Approval' form.
  3. Select the GLA or GLAs that are desired to associate from the grid. Filters and Search can be used to sort to the GLA(s) that are desired.
  4. Set the Minimum and/or Maximum Amounts.
  5. Click the 'Save' button.
  6. Close the form.

The GLA Approval record will be created and should be added to the grid.

Attachments

The Attachments tab allows Users to attach files (including .pdf, .jpg, .doc, and more) of interest or relevance to the service by upload.

Uploading a File

To attach one or more files, navigate to the 'Attachments' tab and click the 'Upload File(s)' button located on the Grid Toolbar above the 'Attachments' grid. The User will be prompted to select the file(s) from their hard drive to upload. Upon selection of a file(s), the upload will begin automatically.

Download File

Allows a User to download a file to their local machine. Useful to make modifications to a file, which can then be re-uploaded. To download a file click the 'Download File' button. The download should begin and allow the User to define where they would like to save the file.

Open File

This will open the file, if possible, for viewing by the User. No modifications of the original file can be made when opened in this manner. To use this functionality select the file to view and click the 'Open File' button. The file should open for viewing.

Edit Selected

Allows the name of the file to be modified within PCR-360. If a User modifies the name of the file, that is the new name that will be used when downloading the file. Select the file to modify and click the 'Edit Selected' button. This will open the 'Manage Attachment' form. From here the filename can be modified as desired.

Note: Care should be taken NOT to change the extension of the file name or unexpected behaviors or lose of the file are possible.

Delete Selected

This will remove the file from PCR-360. Select the file to remove and click the 'Delete Selected' button. The File will have been removed from PCR-360.

Coordinators

The 'Coordinators' tab appears in the Department Hierarchy menu. A User can add an existing Coordinator, or delete the Coordinator from the Department Hierarchy. To add a Coordinator, follow these steps.

  1. Click the 'Add' button.
  2. The 'Add New Existing Coordinators' form will open.
  3. Select the Coordinator(s) that should be associated with the Department Hierarchy. The filters and search bar can help limit the results to find the Coordinator desired.
  4. Click the 'Save and Close' button.

The Coordinator(s) will be added to the tab.

Location Permissions

The 'Location Permissions' tab is on the Workgroups grid. The functionality of this tab allows an Admin to limit what Workgroup(s) can be assigned to a given Location.

Add

Using the 'Add' functionality a User can associate a Location Permission with a given Workgroup. This association will allow the Workgroup to be assigned tasks at a given Location.

  1. Click the 'Add' button.
  2. This will open the 'Add New Workgroup Locations' form.
  3. Select the Location(s) that are desired to associate with the given Workgroup.
  4. Click the 'Save and Close' button.

The Workgroup will now be associated with the given Location and be the only Location(s) that can be assigned to the given Workgroup elsewhere in PCR-360.

Delete Selected

This will remove a Location Permission from the given Workgroup record.

  1. Select the Location Permission to remove from the grid.
  2. Click the 'Delete Selected' button.
  3. The Permission on the current given Workgroup record will have been removed.

Permit None

This button disallows any associated Location Permissions from a given Workgroup. To use, simply click the 'Permit None' button. Any Location(s) that were associated with the given Workgroup will have that Permission deleted. The grid will display:

To remove the 'Permit None' status follow these steps:

  1. Select the line in the grid that says:
  2. Click the 'Delete Selected' button.
  3. The Permit None restriction will have been removed and it will be possible to associate Location(s) with the given Workgroup again.

Escalation Sequence

The 'Escalation Sequence' tab will set a list of people to be notified via ''Escalations and Notifications'' in the event a given Escalation is not completed in the time frame specified on the Escalation/Notification by member Workers of the Workgroup. The Contact with the lowest 'Sequence #' will be notified first, progressing sequentially to the Contact with the highest Sequence #.

PCR recommends spacing Sequence # by tens (10, 20, 30) to make it easy to add Contacts to the Sequence in the future should that be desired. Any Contacts with an identical Sequence # would be notified at the same time. A good example would be to make the Workers of the Workgroup the first people notified of incomplete tasks by the Workgroup as a reminder. The next person(s) in the sequence might be a supervisor or manager. These rules would be set by the organizations desired business practices.

  1. Click the 'Add' button.
  2. The 'Add New Worker Escalation Sequence' form will open.
  3. Select a Contact from the 'Contact' picker, and set a 'Sequence #'.
  4. Click the 'Save New' button.
  5. Close the form.

The Contact and Sequence # will be added to the grid. Set up the appropriate ''Escalations and Notifications'' .

User Defined Fields

The User Defined Fields tab provides access to any extra fields that have been defined for the given grid. See Adding User Defined Fields for more information.

Contact

The 'Contact' tab provides the User the ability to associate Contacts with a specific Vendor. The User can manually manage these associations by using the Add, Add Existing, and Delete Selected functionality available on the Contact tab.

Adding New Contacts

After clicking on the 'Add' button , the User is presented with a data-entry form used to build a basic Contact: First and Last Name, Email and Phone Number. Adding a new Contact here will create a new record in the Workers/Contacts section of the application as well as an association record for the Vendor.

Adding Existing Contacts

After clicking the 'Add Existing' button , a list of existing Contacts is presented. Searching through this list and selecting multiple entries will allow the User add all the required contacts. Select each of the Contacts that need to be associated with the Vendor and click the 'Save and Close' button.

Deleting an Association

Selecting the 'Delete Selected' button from this grid does not delete the Contact entry it merely removes the association from the Vendor.

Vendor

The 'Vendor' tab is another way to add a Vendor to a Contact and visa versa. When a Vendor is added here, that Vendor becomes associated with the Contact so that the Contact will appear in that Vendors 'Contact' tab.

Add New Vendor

This will add a Vendor to the Vendors grid. To add a Vendor follow these steps:

  1. Click the 'Add New Vendor' button.
  2. This will open the 'Add New Vendor' form
  3. Fill in the 'Name' of the Vendor along with the Address.
  4. When all desired information is entered, click the 'Save New' button.

The new Vendor will be added to the Vendor grid and will be able to have 'Vendor Details' entered.

Add Existing Vendor

To use a Vendor that was previously set up, click the 'Add Existing Vendor' button. This will open the 'Add Existing Vendor' form.

Select the Vendor(s) desired from the form and click the 'Save and Close' button. The Vendor will have been added.

Delete Selected

To remove a Vendor association from a given Contact just select the Vendor to remove and click the 'Delete Selected' button. This will only remove the Vendor association and not any Vendors from the Vendors grid.

Worker Workgroup

The 'Worker Workgroup' tab will be made available when a Contact is assigned a 'Type' of 'Worker'. Adding a Contact here will associate the Worker with the chosen Workgroup. The 'Hourly Rate' here is what the organization will charge for the Worker's labor, not necessarily what the Worker makes. The association will also show up in the '''Workers & Rates''' tab. To add follow these steps:

  1. Click the 'Add' button.
  2. This will open the 'Add New Worker Rates' form.
  3. Set the 'Workgroup' assignment for the Worker.
  4. Enter values for the 'Hourly Rates'. All three fields, 'Regular', 'Overtime', and 'Double Overtime' are required fields.
  5. Click the 'Save New' button.

The Workgroup will now have the defined Worker associated to the Workgroup.

Worker Schedule

The 'Worker Schedule' will allow the User to define the 'Days' and 'Time Range' availability of a Worker. The schedule is used by PCR-360 to ''Auto-Schedule'' Workflow. To add a schedule follow these steps:

  1. Click the 'Add' button.
  2. This will open the 'Add New Schedule' form.
  3. Select the 'Days' desired, and add the 'Time Range' of the Worker's availability. Use the regular availability for the Worker here, ignoring breaks in the time like vacation, holidays, breaks, or lunches. This gives PCR-360 a baseline for scheduling that can then be altered by the User in the Time Entry as needed.
  4. Select the time using the Time Range inputs according to rules in the tool-tip.
  5. Click the 'Save' button.

The Schedule should be added to the grid. Repeat as necessary for individual days if the Worker has an irregular schedule.

Workers and Rates

The 'Workers & Rates' tab will associate a Worker with a Workgroup and define their 'Hourly Rate' for billing purposes. The 'Hourly Rate' here is what the organization will charge for the Worker's labor, not necessarily what the Worker makes. The association will also show up in the ''Worker Workgroup'' tab.

  1. Click the 'Add' button.
  2. This will open the 'Add New Worker Rates' form.
  3. Set the 'Worker' to assign to the Workgroup.
  4. Enter values for the 'Hourly Rates'. All three fields, 'Regular', 'Overtime', and 'Double Overtime' are required fields.
  5. Click the 'Save New' button.

The Worker will now be associated with the defined Workgroup.


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