The Cart
(image below needs to be updated once the Expired/Current toggle button is developed)
To open the Cart, just click on the 
button.
From the Cart, a User can manage Pending Requests and submit/delete one or more Requests. The User is also given the option to Select All Pending Requests, Deselect All Pending Requests (Select None) or Select All Pending Requests of one type.
To Select a Pending Request, the User must 
the small box in the corner of the Request. After a Request is Selected, it is just the click of a button to 
or
.
To Delete just a singular Rquest, the User just needs to click the 
icon.
Types of Pending Requests
- Ready to Submit - These Requests are completed, and are ready to be submitted
- Incomplete - These Requests are missing required pieces of information and require further action by the User. These Requests are usually marked with the
icon.
Request Management
To add New Services and Equipment and Packages, see their respective articles for information for adding them to the Cart.
Each Request is Editable from the Cart. The User can update the Urgency, Owner, the Charge Account, the Description, manage Attachments and any other User-Defined Fields on the Request. The User can also update Changes to the Service and related Equipment/Packages.
Each Request can also be Titled uniquely to help group the details for each Request.
At the bottom right corner of the Request, a summary of the Charges will be displayed.
Title
A Request can be uniquely named and updated to help a User differentiate multiple Requests being worked on (such as setting up Orders for multiple different Users). To edit the title, click the 
icon.
Urgency
Urgency allows the User to indicate how important a Request is. Examples of Urgency are Low, Medium and High. Depending on Organizational needs, the system may be configured to behave differently depending on the Urgency.
Owner Information
The Owner Information fields are comprised of two separate fields. The Who Owns This one and the actual Owner one. Together they enable the application to determine who the Own of the Service should be.
Who Owns This
This dropdown consists of three options. Contact, Department and I Can't Find.
- Contact - Selecting this option means the Owner is an individual person.
- Department - Selecting this option means the Owner is a Department.
- I Can't Find - Selecting this option means the Owner is not setup in the application yet, such as a new hire, or a pending new Department.
Owner
The Owner picker is filtered depending on the Who Owns This field. When set to Contact, the picker will only display Contact records, while when set to Department, the picker will only display Department records.
When Who Owns This is set to I Can't Find the picker becomes a free text field for the User to enter the Owner manually.
Charge Account
The Charge Account is always a required field if the Service Catalog for the Service that is selected is "Billable".
Description
The Description field is used to describe the need for the Service or any other details related to the Request, but will not necessarily appear on the final product of the Request itself.
Attachments
Any file less than 10Mb in file size can be attached to the Request for review on the Request.
Items on the Request
Each individual Service, Standalone Equipment or Package is hidden by default on the Request. A User can view them by clicking the 
button. They can be hidden once more by clicking the 
button.
When expanded (
) all associated change items will be displayed for that expanded category, and a User will be able to edit the item (
), remove the item (
) or expand (
) /collapse (
) a summary of the item's details.
When editing one item in the category, the User can click the 
button and then navigate directly to others using the 
and
buttons.
Services
There are a number of available items available for a Service Request or Equipment Installation.
- Add or Install a Service
- Request a New Service ID
- Upgrade / Downgrade Service
- Add a New Location
- Move to a New Location
- Change the Owner of the Service
- Other Miscellaneous updates
For new Services being Requested, the most common Service Changes are Add/Install. Other items are more common when a User desires an update to an existing Service.
For Services and Equipment that require a Location, a User has to options:
- Find Existing - This allows the User to select an existing record from the system.
- I Can't Find - Selecting this option means the Location is not setup in the application yet, such as a new building.
Standalone Equipment
Standalone Equipment is any piece of Equipment that is not associated to any specific Service. Equipment that is associated with the Service will appear in the Service Changes section.
Related Packages
Packages are bundles of related Services and Equipment that your Organization has defined as being needed together. Packages expedite a User's ability to request multiple commonly needed items at once.
User-Defined Fields
If there are User Defined Fields (UDFs) associated with the Service Catalog or the Change Requests being requested that have the "Show in CustomerCenter" flag set to true, they will be displayed on the Request. Any UDFs that show in CustomerCenter will be required to follow the rules (such as requiring the field) set on the UDF by the Administrator. Service UDF's will now show up in a section above "Additional Information" with a heading of "Information for <service ID>" i.e. "Information for Fantastic Company”.
For more information on UDF associations displayed within CustomerCenter please see the articles for the Service UDFs and User-Defined Fields tabs.
Association Criteria vs. Second Association Criteria
The Service Catalog is the criteria and it can be empty. The Service Desk Action Type is the Second Association criteria and it cannot be empty. The Second Association criteria will default to the "Add" action type.
Additional Information
'Action UDFs' appear under the 'Additional Information' section. They will only appear if there are User Defined Fields (UDFs) associated with The Service Desk Action Type or the Service Catalog being requested, and that have the "Show in CustomerCenter" flag set to true. Any UDFs that appear in CustomerCenter are required to follow the rules (such as requiring the field) set on the UDF by the Administrator. These ‘Action UDFs’ will allow you to create custom questions that the customer can answer during a request. When creating an Action UDF, assign the second criteria to the Service Desk Action Type. The Service Desk Action UDF's will now show up in the "Additional Information" section. At this time, Equipment UDFs will only show up on “Incident Request”, not Service Requests or Service Actions.
Save for Later
Once Items and been added to a Request, and information is entered, the application will save the Request until the User is ready to submit it. This is helpful for some Users who desire to consolidate all items they require but do not yet know the full extent of things needed. From the Request, the application saves changes as soon as a field is no longer active (ie: the User clicks off of it).
Expired Requests
After a period of time, Pending Requests will Expire. Expired Requests along allow you to view the General Details (not individual item changes on Services/Standalone Equipment/Packages), and Delete the Request. The period of time a Request has is configured by CC_REQUEST_EXPIRATION_DAYS, which has a default value of 30 days.
To view Expired Requests click the Expired button to load the Expired Requests, and then the Current button to load the other Requests back after you have deleted unneeded Expired Requests.