(v1) .Service Desk Tabs v2020.1

There are a number of tabs that the User might encounter in the '(v1) Service Desk' menu of PCR-360. These tabs can appear on any of the sub menus within the Service Desk and their uses are listed here. To access the Service Desk, navigate to Main > Service Desk.

Actions

A powerful function within PCR-360 is the ability to perform multiple Actions within a single Service Order. The Actions tab, open by default in the data entry form, details the specific Services deemed necessary to fulfill the Service Order. Users can add or remove Actions from this tab as needed. However, before adding the first Action, the Service Order must be saved. Once a Service Order has Actions, the 'Urgency' and Due Date on the Order itself becomes read-only, and the Service Order Urgency takes its value from the most urgent of the Actions on the Order. When the User wants to change the Urgency of the Order, an Action's Urgency needs to be changed.

Each Action can have its own Equipment , Workflow , Contacts/Customers, GLAs, Charges , Labor , Cabling , Activity/Remarks , Attachments , and User Defined Fields.

When the Due Date or the Urgency is set on the Action that setting will flow upwards to the Order. The Urgency on the Order will override to the highest level Urgency set on any Action that is on the Order. Likewise, the Due Date on the Order will override to the longest time period of all the Actions set on the Order. For Example, if there are two due dates, one that is one month in the future and another that is two months in the future, the one that is two months in the future will be used.

To add an Action to the Grid under the Action tab, select the  button on the Grid Toolbar. This opens a new data entry form specifically for that Action. In the subsequent Service Desk Action data entry form, the User is prompted to define the 'Type of Service' and the Action itself.

Once all required fields have been fulfilled, click the  button at the bottom of the Service Desk Action data entry form. After it is saved, the new Action appears on the 'Actions' Grid in the original Service Order data entry form.

It is important to note that certain functions within a Service Order can be applied at different levels of the service process. Functionality such as Workflow, Equipment, Cabling, GLA, Charges, etc. may be defined at the Service Order Action level (to provide the flexibility and granularity of handling each Action separately) or at the Service Request level.

For example, if a User adds a piece of Equipment to an Add Phone Service Action, this Equipment is associated with the specific Phone service added. Whenever the specific Phone Service or piece of Equipment is queried, the associated Equipment or Service is displayed. However, if a User adds a piece of Equipment at the Service Request level, it is assigned to the specified 'Owner' but is not be associated with the Phone Service.

In either case, the Equipment is accounted for and billed to the Owner. If the functionality was added at the Action level, however, it is associated with the specific Service (as well as the Owner), making it easier for the User to delete or change the Service in the future because of the associated Equipment always appears with the Service.

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Activity / Remarks

The Activity/Remarks tab provides a detailed history of activity directly related to the Service Order at hand. For example, once an Action is completed, PCR-360 automatically generates an item in the 'Activity/Remarks' Grid detailing its completion. Similarly, if a Service Order is deemed 'Completed', PCR-360 automatically generates an item in the 'Activity/Remarks' Grid notifying Users of the change. If a Remark is added, containing a Service Desk Item (example: SO202303290), PCR-360 will automatically turn that into a clickable link to that Service Desk Item.

Note: Remember that depending on the System Configuration Remarks may not be editable once added.

Adding Remarks

Users can also draft and add Remarks to this history. To do so, click the button on the toolbar above the 'Activity/Remarks' Grid. After clicking the 'Add' button, a data-entry form is displayed, providing the User with a free-form field for entering remarks. Click the  button to add the remark. Once a new Remark is saved, it appears on the 'Activity/Remarks' Grid in the original Service Desk data entry form. 

Remarks made on a Service Desk Action have the ability to be appended to the Service it is modifying by using the Append to Service Remarks feild.  When a Remarks is saved with this field checked, the Remark will also display on the Service's Remarks Tab.

Log Approval

Selecting the  button opens the 'Add New Service Desk Log Approval' form.

On this form, a User can select an Approver, the Amount Approved, Approved GLA, and add Additional Comments. Select the appropriate information and then Save it to store this information. This information (Approver, Amount, GLA) will all be visible in the Remarks section of the Activity/Remarks tab's grid.

Importing Remarks from Services

A User can import Remarks made on a Service, into a Service Desk Action.  This allows a User to see all Remarks made for an existing Service within the Activity/Remarks grid of the Service Desk Action.

Note: Since an existing Service is required to import the Remarks from, importing Remarks is not possible for 'Add Actions'.

To import Service Remarks, click on the button, and the Remarks will be loaded into the gird with a Remark Type of Service Remark. When the button is clicked, all previously imported Remarks will be deleted, and new copies will be loaded into the Service Desk Action, this ensures no duplicate Remarks will be displayed if multiple import attempts are made.

Viewing/Editing Activity

Double-click or select an item in the Grid and click the  button option to open an Activity/Remark from the Grid. If a Remark is selected, the Manage Service Desk Activity form opens and is editable. Otherwise, clicking this button to open any other Type of Activity opens it as read-only. It can be viewed but not changed.

Use of HTML Tags

Some fields within PCR-360 allow Users to input HTML tags to make displaying that information a richer experience for those that are expected to consume it. For more information on HTML tag usage, please see the wiki entry for it.

When a Service Desk Item with Activity and/or Remarks, they are displayed separately on the printout, based on whether they are a Remark or record of Activity. As shown in the example below.

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Associated Items

The 'Associated Items' Tab appears on '(v1) Projects' and '(v1) Problems' records.

By clicking the button located immediately above the 'Associated Items' Grid, the User is presented with a comprehensive list of all the 'Incidents', 'Orders', 'Requests', and 'Estimates' currently in the system. Depending on the type of item the User has selected as the parent, only certain items may be added as a child record.

Projects:

1. Service Orders
2. Service Requests
3. Incidents
4. Incident Requests
5. Estimates

Problems:

1. Incidents
2. Incident Requests

Users can choose to bundle as many items together as desired.

When the desired items have been checked, click the  button at the bottom of the 'Add Associations' form. The new Associations appear in the 'Associated Items' Grid. Once the User saves the new 'Problem' or 'Project', it appears on the 'Service Desk' Grid.

Removing an Association is as simple as selecting the item in the Grid and clicking the button. This removes only the Association, not the Associated item.

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Attachments

The 'Attachments' tab allows Users to attach files (including .pdf, .jpg, .doc, and more) of interest or relevance to the Service by upload. To attach one or more files, navigate to the 'Attachments' tab and click the 'Upload File(s)' button located immediately above the 'Attachments' Grid. There is a file size limit of 10MBs per file uploaded in this manner.

Uploading a File

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

Download File

Allows a User to download a file to their local machine. Select the file that is desired to download. Click the  button.  This can be useful to make modifications to a file which can be re-uploaded after edits are completed.

Open File

This opens the file, if possible, for viewing by the User. Select the file that is desired to be opened. Click the  button. This opens the file for viewing on the local machine. No modifications of the original file can be made when opened in this manner.

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 used when downloading the file. To edit the name of the file, first select the file. Next click  button. This opens the 'Manage Attachment' form.

Edit the 'Filename' field and click the 'Save' button. 

Delete Selected

This removes the file from PCR-360. To delete an item, select it and click the  button.

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Cabling

The 'Cabling' tab allows Users to Add, Change, Remove, or view Cable Paths. This screen can only be edited on Service Order: Actions.  Certain actions do not allow the 'Cabling' tab to be modified.  The 'Cabling' tab is still visible, but it is read-only and will be missing all the grid buttons. The following actions will not allow the 'Cabling' tab to be modified: Service ID, Swap, and Remove.

Adding a Cable Path

To add a Cable Path to a Service, the User creates an Add Action from the Service Order form. Be sure that the Service Desk 'Action' field is set to 'Add'. Then the User should add the Path Legs to be assigned to the Service into the Cabling Grid.

Once added to the Order, the Pairs/Strands, and Ports/Pins/Len become 'Pending Connect'. Then, when the Order is completed, the Pairs/Strands and Ports/Pins/Len become 'Assigned', and the Cable Path is attached to the Service.

Editing a Cable Path

To change a Cable Path for a Service, the User should make sure that the Service Desk 'Action' field is set to 'Change'. Once this is set, any current Cable Path built on the Service is automatically be marked as 'Pending Disconnect'. The User should then add the new Path Legs to be assigned to the Service into the Cabling Grid.

The Pairs/Strands and Ports/Pins/Lens for these new Path Legs are marked as 'Pending Connect'. When these Orders are "Completed", the records for the old Cable Path become 'Spare', and the old Cable Path is removed from the Service. At the same time, the records for the new Cable Path become 'Assigned', and the new Cable Path is attached to the Service.

Removing a Cable Path

To remove a Cable Path from a Service, the User should make sure that the Service Desk 'Action' field is set to 'Remove'. The records from the Cable Path that is on the Service is automatically be marked as 'Pending Disconnect'. Once the Order is completed, the records from the Cable Path is marked as 'Spare', and the Cable Path is removed from the Service.

Viewing the Path

The 'View Path' button displays the visual Cable Path report of the Cable Path that is currently on the Service.

More Cabling Options

The 'Auto Assign' button can be used to automatically find a Cable Path leading to a piece of Equipment. Auto Assign requires the Users to define the Origination and Destination for each Pair/Strand record in the system. When a User clicks the , a form appears with a list of all Equipment in the Order's location. If the User selects an Equipment record that has a Pair/Strand attached to it, it automatically works backward to find the Cable Path and insert it into the Grid.

The 'Left In' button is used when there are Cables that are pre-wired. If there is a Cable Path built to a Location in the Cable: Paths Grid , then the User can click on the 'Left In' button. This populates the Grid with any Cable Path that is built to the Order's Location.

The 'SD Path' button displays the visual Cable Path report of those items on the Cabling Grid. This is useful for 'Add' and 'Change' Actions only.

The 'Current Path' button displays the visual Cable Path report of the Cable Path that is currently on the Service. This is useful for 'Change' and 'Remove' Actions only.

Backbone

When a Service is riding on a (v1) Backbone, the Backbone Service will add an Add Backbone, or Remove Backbone Action so that the User can better visualize the Cable's Path. These Backbone Actions cannot be edited or modified in any way and are for informational purposes only.

Service Desk Cabling Form

The data on the 'Add New Service Desk Cabling' form represents on Path Leg that will be added, or altered once the Service Desk Action is completed.

Form Fields

Line Number: The Line Number identifies the Path Leg and differentiates one Leg from another. Accordingly, PCR suggests that Users input Line Numbers in multiples of 100, thereby enabling Users to add supplemental Legs (at 99, 98, etc.) to the Path in the future.
Notes: Will appear on the Path Leg on the Cabling Data of the Service once the Action is completed. The Notes will also appear on the View Path Report (Cabling Diagram)
Origination Equipment: To select a piece of Origination Equipment, click the Search Icon in the appropriate data field and choose a piece of equipment from the Equipment Catalog. Once an Origination Equipment has been selected, the Orig Catalog Description and Orig Eqp Location auto-fills as read-only items for ease of Identification of the piece of Equipment in question. At any point, the User can click the to clear out previous entries and start over.
Origination Port/Pin/Len: If there is a Port/Pin/Len to be associated with the piece of origination equipment, it can be selected here.
Cable Name: If there is a Cable Name associated with the Equipment, its can be selected here.
Pair/Strand: If there is a Pair/Strand associated with the Equipment, its can be selected here once the Cable Name is selected.
Swap Equipment: Below this selector, there is also the option to swap the Origination and Destination Equipment. All information in each respective field transfers to its counterpart once the User clicks the .

Note: 'Swap Equipment' text only appears when Users hover over the button.

Destination Equipment: To select a piece of Destination Equipment, click the Search Icon in the appropriate data field and choose a piece of Equipment from the Equipment Catalog. Once a Destination Equipment has been selected, the Dest Catalog Description and Dest Eqp Location auto-fills as read-only items for ease of identification of the piece of Equipment in question.
Destination Port/Pin/Len: If there is a Port/Pin/Len associated with the piece of Equipment, it can be selected here.
Backbone Service: Users can select a Backbone Service in this field associated with the Path Leg.

Add New Ports/Pins/Lens Range: For both Origination and Destination Ports/Pins/Lens the User can click the , to open the Add New Ports/Pins/Lens Range form.  To see more about this form, please see the Inventory Ports/Pins/Lens wiki article.

Service Desk Cabling Actions

Service Desk Cabling allows the User to make changes to Cabling data on a Service from a Service Order or an Incident. Cabling data, as defined in the Cabling Module is both a textual and visual representation of the User organization's data and voice network to provide users with a virtual roadmap of the many wires, cables, switches, and servers that support the User's organization. For more information about Cabling, its purpose, and how it works, please see the documentation on the Cabling Module.

Service Orders

Add Actions

When creating a new Service via a Service Desk Add Action, new Cabling data can also be created.

To create new Cabling data on an Add Service Desk Action:

1. Open the 'Cabling' tab and click the .
2. Fill in the desired Cabling data and save the form to create a new Path Leg.
   1. The will save the Cabling data and leave the form open. 
      
      
   2. After saving, the will open a new empty form and the  will remove the Path Leg.
   3. The will save the form, open a new form, and move the Destination Equipment over to the Origination Equipment. 
      
      
   4. Continue adding Path Legs until the Cable Path is done.
   5. All Ports/Pins/Lens and Pairs/Strands will be set to a Pending Connect Status until the Order/Action is Completed. 
      
      
   6. The Service and Cable Path will not be created until the Order/Action completed.
   7. Now that the Cable Path is built, the View Path (Cabling diagram) for the pending Order will be available. To view it, click the  at the top of the Cabling grid.
      
      
      
      
   8. For more information on reading Cabling Diagrams, please see the (v1) Cable Paths wiki page.
   9. When the Action is completed, The new Service will be created with the new Cabling data and all Pending Connect Ports and Pairs will be set to Assigned.
      
      

Move Actions

1. When completing a Move Action the Cabling data on the Service will have its Path Location updated to the new Location.
2. The Cabling Data may also be edited. In the case of a Phone Service:
   1. This may involve altering the entire Path.
   2. Or simply switching the Jack the Phone service is connected to.
3. While a Move Action is Pending the Ports and Pairs may be in one of the following Pending statuses.
   1. PDPC: (Pending Connect Pending Disconnect) The Port or Pair will be disconnected, moved and reconnected.
   2. Pending Disconnect: The Port or Pair will be disconnected on move completion.
   3. Pending Connect: The Port or Pair will be connected on move completion.
4. When the Action is completed:
   1. The Pending Connect and PDPC Ports and Pairs will be set to Assigned.
   2. The Pending Disconnect and PDPC Ports and Pairs will be set to Spare.

Add Location Actions

1. When adding a new Location to a Service, new Cabling data may also be added.
2. The Cabling process, for Add Location Actions, is identical to an Add Action.

Swap Actions

1. When completing a Swap Action the Cabling data on the Services will be swapped as well.
2. While a Swap Action is Pending the Ports and/or Pairs on each Service will have the status PDPC (Pending Connect Pending Disconnect).
3. When the Action is completed, the PDPC Ports and Pairs will be set to Assigned.

Miscellaneous Actions

1. Most other Actions types allow editing of the Cabling Data.
2. While a Miscellaneous Action is Pending the Ports and Pairs may be in one of the following Pending statuses.
   1. PDPC: (Pending Connect Pending Disconnect) The Port or Pair will be disconnected and reconnected.
   2. Pending Disconnect: The Port or Pair will be disconnected on Action completion.
   3. Pending Connect: The Port or Pair will be connected on Action completion.
3. When the Action is Completed:
   1. The Pending Connect and PDPC Ports and Pairs will be set to Assigned.
   2. The Pending Disconnect and PDPC Ports and Pairs will be set to Spare.
4. In the example below:
   1. Path Leg 400 is being moved from Jack 1 (J/01) to Jack 2 (J/02) on the Phone Jack Outlet.
   2. This will also affect the Port/Pin/Len (F/01) on the Phone Switch and the Pair/Strand (1).
   3. The Port/Pin/Len (F/01) on the Phone Switch, the Pair/Strand (1) on the Cable, and the Port (J/01) on the Jack are all being disconnected as shown by the Pending Disconnect on the Out action for Path Leg 400.
   4. The new Port/Pin/Len (F/02) on the Phone Switch, the new Pair/Strand (2) on the Cable, and the new Port (*J/02) on the Jack are all being connected as shown by the Pending Connect on the In action for Path Leg 400. 
      
      
5. When the Action is completed:
   1. The Pending Connect and PDPC Ports and Pairs will be set to Assigned.
   2. The Pending Disconnect and PDPC Ports and Pairs will be set to Spare.
      
      

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Charges

The 'Charges' tab keeps track of expenses that accumulate over the course of the service process. The Charges tab provides the User access to manually control how each Service is billed. When the configuration option MODIFY_CHARGES_WITHOUT_SERVICE_DESK is enabled, this tab allows for adding and editing Recurring and Non-Recurring Charges associated with each Service.

When a Service Order or Action is Finalized, all Charges are moved from the Service Order to the Service and/or Equipment. Recurring Charges will have a start date based on the 'Finalized Date'. The 'Finalized' Status locks all fields and grids on the form and prepares the Order/Action to be Billed.

Once an Order is Finalized it is ready to be Billed.

If there are no Charges actually attached to the Service Order then the Status will stay finalized. There actually has to be Charges Billed to the Order not just ones from the Service. If there are no NRCs on the Order/Actions then there was nothing to Bill so it will not set the Status to Billed. 

If there are NRC Charges, then the next time a Bill is generated any Finalized Orders will be included in that Bill. The Order's Status is automatically updated to 'Billed'. This represents the final status for most Orders.

For Services and Equipment that are not marked as Billable Charges, Charges can still be added since the Service or Equipment can be made Billable as part of any Service Desk Action.  However, if the Billable status is not set when a User attempts to Finalize the Service Desk Action, the system will prevent the Finalization attempt because Charges can not be added to a non-Billable Service/Equipment.

Below the Charges Grid on Service Desk Items, the application estimates the billing for all unbilled Monthly Recurring and Non-Recurring Charges. Charges that are being Stopped as a result of that Service Desk Item are not included in these totals.

Add

To add a Charge to a Service Order, select the 'Charges' tab and click the button located on the Grid Toolbar above the Charges Grid. Clicking the button causes the 'Add New Service Desk Charges' form to open. From here, the User can select the Charge Catalog and the Override GLA. The charge amount auto-fills based on the charge for the given Catalog. These Charges can come from any number of sources including equipment, labor, or a service, only non-recurring charges may be added directly to a Service Order. Any monthly recurring charges must be added to a service on an action. The user must then define the charge's specific amount for the charge to be applied. Users can also identify the charge as Prorated by checking the 'Prorate' box beside the 'Description' box above when BILL_MRC_CHANGE_FORCE_PRORATE is set to false. Sometimes there is an option for a Charge Override Amount based on the Charge Catalog. A description is highly recommended for tracking. The user can select to prorate the charges or not based on billing needs.

PCR-360 contains two different types of Charges.

• Recurring: Charges that recur over time for continued usage of a piece of Equipment or Service. There are four types of Recurring Charges for Organizations to base their Billing practices on.
  1. Monthly: This is the default for a Charge's Charge type. The Charge will be applied every month until it is stopped.
     • These Charges can be set to "Bill Forward", thus Bill one month ahead of the Billing Cycle.
     • These Charges can also be set to 'Bill Backward' in order to catch up on past Billing Cycles.
     • When the GLA for this Charge is updated, the Charge is Stopped and Restarted.
     • If Selective Billing was used in the Charge Catalog, some of the Months may not be billed. Also, if Selective Billing is used, "Bill Forward" and "Bill Backward" will be disabled. 
  2. Quarterly: The Charge will be applied every three months until it is stopped. 
     • These Charges are always treated as being set for "Bill Forward".
     • Back Dated Charges will Bill for one cycle only, before continuing on the current cycle.
       • Example, a Charge backdated six months ago, will Bill for only the last three months.
     • When the GLA for this Charge is updated, the Charge is Stopped and a new Charge is Started.
     • The Effective Date for updates to this type of Charges can only be set for the date of the Last Billed.
  3. Semi-Annual: The Charge will be applied every six months until it is stopped. 
     • These Charges are always treated as being set for "Bill Forward".
     • Back Dated Charges will Bill for one cycle only, before continuing on the current cycle.
       • Example, a Charge backdated twelve months ago, will Bill for only the last six months.
     • When the GLA for this Charge is updated, the Charge is Stopped and a new Charge is Started.
     • The Effective Date for updates to this type of Charges can only be set for the date of the Last Billed.
  4. Annual: The Charge will be applied every twelve months until it is stopped. 
     • These Charges are always treated as being set for "Bill Forward".
     • Back Dated Charges will Bill for one cycle only, before continuing on the current cycle.
       • Example, a Charge backdated three years ago, will Bill for only the last year.
     • When the GLA for this Charge is updated, the Charge is Stopped and a new Charge is Started.
     • The Effective Date for updates to this type of Charges can only be set for the date of the Last Billed.
• Non-Recurring: One-Time Only Charges.

However, when adding Charges to the Order, only Non-Recurring Charges can be applied, Monthly, Quarterly Semi-Annual, and Annual Recurring Charges are not allowed.  Charges added to Equipment and Services as a part of Actions, use the Action's Finalization Date as the Start Date for the Charge.

Applying an Alternate Recurring Charge

When an Alternate Recurring Charge (Quarterly, Semi-Annual, or Annual Recurring) Catalog is selected to be added to a Service or piece of Equipment, the Add New Service Desk Charges form has an additional field for the Alternate Recurring Cycle Date.  Users can use this field to specify the recurring cycle for these types of Charges. The Finalization Date will become the Start Date for these types of Charges.

For example, if a Charge is set to start on September 1st, but reoccurs each year on your Organization's fiscal date of July 1st, then enter 7/1 into the Alternate Recurring Cycle Date field and specify 9/1 as the Finalization Date. If the Alternate Recurring Cycle Date is specified in the future the charge will not Bill until that date.

The Finalization Date (Start Date) specified for the Charge must be greater than or equal to the Alternate Recurring Cycle Date.

If the Alternate Recurring Cycle Date is not entered by a User, then the Charge will use the Finalization Date to determine the date the Charge should recur on.

Deleting

It is sometimes necessary to manually delete a Charge. In Service Desk, deleting a Charge does not remove the Charge from the Service or Equipment. It removes the Charge from being visible on Service Desk. To delete a Charge from the data entry form, select the Charge and click the button. Deleting Service Desk Charges will not stop Charges on the linked Service or Equipment, but it does remove the Charge from the Service Desk item to prevent unintended Charge changes.

Stopping

To Stop a Charge, select "Stop" from the Charge Action dropdown.  

Charges are not billed after stopping and choosing a stop date for a Service or Equipment. The Finalization Date selected when Finalizing the Service Desk Item will also be the Stop Date. When the Service Desk item is Finalized, the Charges on Services and Equipment will stop.  Deleting Service Desk Charges will not stop Charges on the linked Service or Equipment, but it does remove the Charge from the Service Desk item to prevent unintended Charge changes.

Labor Charges

Creating Billable Labor on the Labor tab will automatically create Labor Charges on the Charges tab. The automatically generated Labor is created using the Labor Flat Rate or calculated from the Workgroup Worker's Rates.

Custom Labor Type Usage

When using custom-defined Labor Type values, it is important to remember that Custom Labor Types will always generate Charges using a Workgroup's Default Rate.  If the Rate is not set, this will generate a $0 Charge.

Labor Type Workgroup Rate Defaulting

When a Worker has a Rate assigned for a Workgroup, and the Rate is set to $0, selecting that Labor Type will cause the Labor Type to default to using the Workgroup Rate. For example, if the Worker's Overtime Rate = $0 and Workgroup Default Rate = $50, then selecting Overtime on the Labor form will use Workgroup's Default Rate of $50 for the Charge.

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Contacts

The 'Contacts' tab provides the User the ability to manually associate Contacts with each Service. These associated Contacts represent people who may be associated with the Service in some way. These Contacts are separate entries in the (v1) Workers/Contacts section of the application that are associated with this Service for tracking purposes.

The User can manually manage these associations by using the Add, Add Existing, and Delete Selected functionality available on the Services Contacts tab.

Adding New Contacts

To add a new Contact to the Grid, simply click the  button located on the Toolbar of the Contacts Grid. 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 creates a new record in the (v1) Workers/Contacts section of the application.

Adding Existing Contacts

Click the  button located on the Toolbar of the Contacts Grid.

This opens the Add New Service Desk Contacts form.

Click the  button and a list of existing contacts is presented.

Contacts can be associated with multiple Services. As such, this list displays all Active Contacts in the system. Searching through this list and selecting multiple entries allows the User to add all the required contacts. Check each of the Contacts that need to be associated with the Service and click Save.

For an existing Contact, click the ‘Look Up Contact’ icon to select a Contact from the list. An existing Contact’s information can be updated by editing the data fields. For a new Contact, select the ‘Create New Contact’ redial and enter the required information. Contacts can be designated as 'On-Site Primary', 'On-Site Alternate', or 'Requestor' with the Type dropdown.

Deleting a Contact

Select the Contact that is desired to remove from the Service Desk item. Click the  button. It is important to note that Deleting a Contact from this Grid does not delete the Contact entry, it merely removes the association from this Grid.

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Email Thread

The Email Thread tab provides Users with a history of email correspondences between the Requestor and the User's organization. Clicking the button opens the 'Add New Message' form. From here, the User can craft an email and select a recipient.

The 'Reply to Message' function allows the User – typically the Service Rep – to answer the Requestor's correspondence directly from the User organization's Service Desk. To do so, highlight the Requestor's email item in the Grid and click the button located immediately above the 'Email Thread' Grid. The 'Manage Reply to Inquiry' form opens and can be filled out from there to reply to selected emails.

The emails in the Email Thread have an enhanced visual state to them. If the User clicks on the icon, they can get a preview pane of the email including the email header. The User can collapse the same preview pane with the  icon in the Grid.

Clicking on the expand icon makes the preview pane open so the User can review the text of the email.

This new User-friendly display brings the Email Thread preview pane into a familiar display style that mimics other email software. Additionally, any emails created or replied to through the Service Desk automatically includes the SD item number in the Subject: line of the email. In the above example, this number is SO201709824. Using the SD number in the Email Thread assists PCR-360 in identifying the SD item's Email Thread. This allows a given email to be appended when Users respond to sent emails with a Reply: or Reply All: in their email.

When an email is sent into Service Desk containing an attachment, PCR-360 will automatically add that attachment to the associated Service Desk Item.

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When the Equipment is an 'Asset' or 'Cable' additional fields will appear.

1. The 'Equipment' picker will open a form that will allow the User to specify which particular Asset should be added from the Equipment grid.
   
2. If the Equipment is an Asset the 'Asset Tag' field will display the Asset Tag of the Equipment if one has already been saved for the Equipment record. If there is no current Asset Tag the User can enter an Asset Tag for the selected Equipment into the field. When the 'Manage Service Desk Equipment' form is saved the record for the Equipment will be updated to include the new Asset Tag.
   
3. If the Equipment is Cabling Equipment the 'Equipment ID' field will display the Equipment ID of the Equipment if one has already been saved for the Equipment record. If there is no current Equipment ID the User can enter an Equipment ID for the selected Equipment into the field. When the 'Manage Service Desk Equipment' form is saved the record for the Equipment will be updated to include the new Equipment ID.
   
4. The 'MAC Address' field will populate based on the value already assigned to the Equipment.  If this value is changed, the update will be applied when the Equipment becomes "Complete". This field will only be available on Equipment Add Actions with Quantity of one or for (v1) Equipment Catalogs that have the Asset or has units flags checked.
   
   Note: When a MAC Address is saved, PCR-360 will apply standard formatting to it, and allow Users to search for them in the 360 Search.
5. Thebutton will open either the 'Add New' or 'Manage' version of the (v1) Equipment form.
   
   
   • 'Add New Equipment' - will allow the User to add a new Equipment record if none that are satisfactory can be found in the 'Equipment' picker.
   • 'Manage Equipment' - will allow the User to edit the Equipment specified in the 'Equipment' field on the Manage Service Desk Equipment form.

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Estimate

The 'Estimate' tab allows a User to create a listing of all the Equipment, Labor, and Charges that might be needed. The Estimates are crafted using the Charges associated with an item in its Charge Catalog. Labor is the exception to this because Hours and the relevant Hourly rate need to be entered manually.

A complete guide to creating an Estimate can be found in the Quick Reference section

Adding Equipment

To add Equipment to the Estimate, click the 'Equipment'  button. On the form, choose the Equipment catalog and enter the quantity. If the Equipment is billable, click the "Billable" checkbox. Click "Save New" to save the Equipment to the Estimate. To edit existing Equipment, select the Equipment and click the 'Edit Selected' button or double-click the Equipment record in the Grid to open the Equipment form.

Adding Labor

To add Labor to the Estimate, click the 'Labor' button. On the form, select the Labor type, choose the Workgroup, enter the estimated 'Hours', and the estimated 'Rate' (cost per hour) for the Worker. If the Labor is billable, click the 'Billable' checkbox. Optionally, you may also enter a description for the estimated Labor. Click the 'Save New'  button to save the Labor to the Estimate. To edit existing Labor, select the Labor and click the 'Edit Selected' button or double-click the Labor record in the Grid.

Adding Charges

To add Charges to the Estimate, click the 'Charges' button. On the form, choose the Charge catalog and enter the quantity and charge amount. Optionally, you may also enter a description for the estimated Labor. Click the 'Save New'  button to save the charge to the Estimate. To edit existing Charges, select the Charge and click the 'Edit Selected' button or double-click the Charge record in the Grid to open the Charge form.

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GLAs

This tab is of particular importance to the User organization's financial team in that it allows Users to set GLAs for new Service Desk items and edit those of existing Service Desk items.

To set a Default GLA, click the Search Icon in the 'Set Default GLA' field and select a GLA from the list. This field adds the selected GLA at 100% and replaces any 'Default' type existing GLAs in the Grid above.

Default GLAs for Actions

Depending on the value of SDA_ALLOW_MULTIPLE_DEFAULT_GLAS, a Service Desk Item can be set to use one or more Default GLAs for all Actions that are a part of the Service Desk Item. When multiple Default GLAs are set from different sources it can be confusing which GLA takes precedence.  The order of GLA priority is as follows and is used for each GLA expense type(if SDA_ALLOW_MULTIPLE_DEFAULT_GLAS is set to FALSE the default expense type is used):

1. Manually Entered GLAs (GLAs enter by a User by managing the GLAs)
2. Service GLAs (GLAs present on the associated Service)
3. Owner Default GLAs (GLAs present on the associated Owner/Customer)
4. Action Default GLAs (GLAs defined by the Service Desk Item)

When an Action is created it automatically loads Service GLAs (for Change/Remove Actions), Owner Default GLAs (if available) or Action Default GLAs (if available).  After the Action is created if the Service or Owner are changed it will reload GLAs based on the priority and for each expense type.

Managing GLA Entries

Users can also specify GLAs by clicking the button, which is located on the 'Expense GLAs' tab. This opens the new 'Add New Expense GLA' form which has been simplified to a data entry table. 

From this new form, the User can set a single GLA or Multiple GLAs quickly without having to re-open the form multiple times. There are three fields that can be edited on the table whether the User is Adding a Single GLA or Multiple GLAs.

1. Expense Type - This dropdown allows the User to select the Expense Type of the GLA.
   
2. GLA - This picker allows the User to select the GLA to associate with the Expense Type.
   
3. Percent - The number selector allows the User to specify the percent of the Expense Type to apply to the GLA.

Single GLA

The first row of the table is added to the 'Add New Expense GLA' form by default. The User only needs to select the 'Expense Type', 'GLA', and 'Percent' and click the button.

Multiple GLAs

To add multiple GLAs on the 'Add New Expense GLA' form, the User can follow these steps:

1. Click the button.
2. This adds a row to the table.
3. Repeat to add as many rows as are required.
4. When adding multiple GLAs, the percentages of a given 'Expense Type' must equal 100% as in the following example:
   
5. If the Percentages are not enough to equal 100%, or exceed 100% the User receives a notice as in the following example:
   
6. Once the User has added all the desired GLAs, the form can be saved by clicking thebutton.

The GLAs are added to Grid on the 'Expense GLA' tab.

If SDA_ALLOW_MULTIPLE_DEFAULT_GLAS is enabled, the User can add Multiple Action Default GLAs by checking the Action Default box.

To delete a single GLA record, the User must follow these steps:

1. From the 'Add New Expense GLA' form, chose the row to delete.
2. In this example, the 'Equipment' Expense Type is being deleted.
   
3. Right-click the 'Equipment' row. This opens the table context menu.
   
4. Click the 'Delete Row' menu option.
5. Click the button.

The Grid updates and the GLA is removed.

GLA Usage on Incidents

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Labor

The 'Labor' tab keeps track of specific types of Labor that are already completed on behalf of a Service Order. Though a User can 'Add' a labor item at any point in the Service process, the User must define specific dates, times, and hours worked in order to save the Labor item in the Grid history (see "Service Desk Labor Form" image below).

When the parent Form the Labor opens from the Service Deck Item Labor tab, Service Desk Action Labor tab, or Service Desk Workflow tab, on a New and Unsaved form, the Labor cannot be Billable. This prevents Charges from being generated from Labor.

The User can record individual Labor records from this form which automatically links to the Time Entry records for that Worker/Contact. Entries made from this form are not bound to a Workflow, the same way Workflow Labor entries are unless the User specifies one in the Workflow (WF) picker.

To control the default state of the Service Desk Labor Billable checkbox set the SD_LABOR_BILLABLE parameter.  By default, this configuration value is set to false, meaning the Service Desk Labor Billable checkbox is unchecked and must be checked manually by the User if billable time is desired.  If Labor is added to an Action or SD Item before that item is saved it cannot be set to Billable.

Custom Labor Type Usage

When using custom-defined Labor Type values, it is important to remember that Custom Labor Types will always generate Charges using a Workgroup's Default Rate.  If the Rate is not set, this will generate a $0 Charge.

Labor Type Workgroup Rate Defaulting

When a Worker has a Rate assigned for a Workgroup, and the Rate is set to $0, selecting that Labor Type will cause the Labor Type to default to using the Workgroup Rate.

Updating an Existing Labor Record

Changing a Worker, or Workgroup pulls current Rate data into the Form. Saving the change replaces existing Rates on the Labor record with current Rates from the Workgroup and Worker, which may be incorrect for the original Labor date. Rate changes WILL affect Charges generated from this Labor. Labor records cannot be changed if Billed, Finalized or Void. 

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Original Inquiry

The 'Original Inquiry' tab shows the contents of a Request in the form that it first hits the PCR-360 application. This can be useful for reviewing the Request at a later date. From here, the User can choose to either Block Email or Add to Existing Item.

The button allows a User to block an email from sending additional requests and can be used to prevent spam. Clicking 'Block Email' permanently blocks that email from initiating future Requests.

The button takes a Request and associates it with an Inquiry, Incident, Incident Request, Quick Tick, Service Order, or Service Request. Follow these steps to create this association.

1. Click the 'Add to Existing Item' button.
2. This opens the 'Convert to Thread' form.
3. Click the Picker which opens the list of Inquiry's to select.
4. Select the Inquiry desired and click the button.
5. Click the button.
6. This deletes the current Inquiry and create a new thread response in the Inquiry selected in step 4.

The association is created and accessible on the Grid.

For information on recommended practices for Emails, please see: Best Practices for Emails and Inquiries.

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Reported Problem

In the grid within this tab, the User can see each piece of Equipment or Service currently owned or in-use by the specified Owner/Contact. This allows Users to identify the scope of the Incident and consider how it might affect the other Services and Equipment being used by the Owner/Contact.

The 'Search Knowledgebase' button takes the User to an Article search of any Knowledgebase Articles that might be associated with the 'Reported Problem'

Incident Code

A key to this process is the fulfillment of the section labeled 'Incident Code' on the right margin. In the field labeled 'Incident Code', select a Trouble Code from a default list of possible Trouble Codes generated by the User's organization. This list is updated and repopulated with more specific options when the User selects an item from the Services/Equipment Grid. 'Incident Details' allows the User to provide an in-depth explanation of the Incident.

Resolution Code

If the Incident has already been resolved, the User can select a 'Resolution Code' from a default list of possible Incident resolutions generated by the User's organization. Accordingly, 'Resolution Details' allows the User to provide an in-depth explanation of the Resolution.

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Service Details

The 'Service Details' tab is a special tab on Actions that only appears if the selected Service is either an Auth Code or Backbone type. This tab has information on it that specific to the relevant Service. For example, the Backbone has the Bandwidth drop down on it to allow a User to specify the Bandwidth of the Service.

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User Defined Fields

The 'User Defined Fields' tab allows for entry of custom-defined fields that allow individual organizations to track any data that they need or want. This tab only appears if there are fields defined in the system for the specific type of Service Desk item.

User Defined Fields on Service Desk can be specified by the System Administrator in the Admin portion of the application under Admin > Service Desk > User Defined Fields. The PCR-360 application does not apply User-Defined Fields (UDFs) by default.

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Service UDF

'Service UDF' appears on this tab. The User Defined Fields tab allows for the entry of custom-defined fields that allow individual organizations to track any data that they need or want. This tab only appears if there are fields defined in the system for the specific type of 'Service' associated with the Service Desk item.

User Defined Fields on Services can be specified by the System Administrator in the Admin portion of the application under Admin > User Defined Fields > User Defined Fields. The PCR-360 application does not apply User-Defined Fields (UDFs) by default.

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Workflow

Workflow is the tracking of any Worker or Workgroup associated with a given task in PCR-360. This tracking can assist a supervisor in following what work needs to be done, what is complete, and what is falling behind. There are many uses for Workflow that relate to Workers, Workgroups, and organizational efficiency. A more complete guide can be found on the Workflow

Now that the User has defined which Actions must be undertaken to fulfill the Service Order, a Workflow can be generated to delegate responsibility and determine the priority of each Action. To add a new Workflow item, select the 'Workflow' tab and click the 'Add' button on the Workflow Grid's Grid Toolbar.

In the data entry form, Users are prompted to select those parties who are responsible for fulfilling the required Actions. Users can do so by selecting either a Workgroup or a specific Worker from lists defined by the User's organization. When a person or member of a Workgroup is selected to work on a Service Order, they are notified via the My Service Desk portal.

Users must also set a Wf Number to determines its place in the Workflow order. For example, a User can set the Wf Number of a critical workflow item at '100' with less immediate concerns following as '200', '300', and so on. In these circumstances, the '100' Workflow must be completed before any subsequent Workflows can be addressed.

Users can set start and completed dates as well as scheduled start and end dates for Workflows.

The Estimated Time field allows the User to specify the number of hours the task should take to complete.

The Workflow form also contains tabs where User may enter labor for the Workflow, review activity on the Workflow, and enter notes about the task to be completed.

Under some circumstances Workflow is automatically assigned according to the Service Desk Classification (SDC) templates that have been defined by the System Administrator.

 - When the User clicks the Request Update button, the Notification Service Desk Workflow Update Request sends out an email if the Notification is set to Active.

 - This allows all Workflow from the Actions attached to a Service Order to be consolidated. They are removed from their original Actions, combined with matching entries, and added to the Workflow tab on the Service Order itself. It is important to note that once this is done it cannot be automatically undone. Once completed, you'll note that all of the Workflow entries have 000 for their Action, meaning they are assigned to the Service Order as a whole and not to any individual Action.

Consolidate will not move Workflow in the following with any of the following criteria:

1. • If the Workflow is "Complete".
   • If the Workflow has Activity records, like it was moved from Pending to Hold.
   • If the Workflow has attached labor.

- This allows the active User to assign themselves to a Workflow automatically if the Workflow is in the Pending status and they are a member of the given Workgroup.

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