Target release	2019.5
Epic	PCR360-2368
Document status	DONE
Document owner	Rob Alber
Last Updated	12 Aug 2019

Goals

Provide the capability to add SDC Workflow to a Service Desk item after creation.

Background and strategic fit

A larger, more complicated version of this enhancement won Voting List 003 in 2017. At that time, the idea was to allow the user to change the SDC and reapply all the SDC details (Equipment, Charges, etc.) to the Service Desk item. However, the proposed has been scaled back and the changes will only apply additional SDC Workflow via a button on the Workflow tab.

Voting List: https://forums.pcr.com/t/voting-list-003-2017-07-05/219/3
Follow Up: https://forums.pcr.com/t/applying-an-sdc-after-action-is-added/644
Related: https://forums.pcr.com/t/can-we-change-action-sdcs-after-saved/266/5

Assumptions

Requirements

#	Title	User Story	Importance	Notes
1	Button on Workflow grid	Provide a button to trigger	Must-Have	Add new button to Workflow tab on the Service Desk form called [Add from SDC] The button will be available on Orders, Incidents, Estimates, Inquires, Service Requests, Incident Requests, and Actions, The button will open the SDC selection dialog like the one when creating an Action (see mockup)
2	SDC Selection Dialog	Allow selection of specific SDC based on criteria of Action/Incident/Inquiry	Must-Have	The dialog will have an SDC check-select grid The SDC grid only allows a Single Selection The SDCs displayed on the grid must match the SDC Criteria of the record it is being attached to. E.G. SDCs for Add Analog Phones will only be displayed in the dialog if it was triggered from an Add Analog Phone Service Desk Action Using the button from an Incident will only display Incident SDCs The dialog should have 2 buttons [Add Workflow] and [Cancel] If no SDC is selected after clicking [Add Workflow], nothing happens If the [Cancel] button is clicked the form will close and nothing will happen If the [Add Workflow] button is clicked and an SDC is selected on the grid, Workflow from that SDC will be loaded
3	Loading Workflow	Example Usage A new ticket comes into the Helpdesk for new Phone Service. The Helpdesk associate creates the Action and selects the "Generic Telecom" SDC. Generic Telecom 100 Telecom 200 Billing Verification 300 Customer Confirmation Once in the Telecom group, it is determined that this is a VoIP Service. The [Add from SD] button is selected and the and additional Workflow is loaded. Add New VoIP 110 Select Service 120 Build Cabling Once the Build Cabling set starts additional Workflow is required to run new Cable. [Add from SDC] button is used again to add the "Work Crews" SDC. Work Crews 21 Survey 22 Construction	Must-Have	Workflow from the SDC will be loaded into the Workflow tab and associated with the appropriate Order/Incident/Request and Action (if applicable) The SDC originally associated with the Action or Incident will not be altered. The SDC Source for each newly added Workflow will be tracked in the same manner Workflow loading from the initial SDC selection All Workflow inserted from an SDC will retain the Sequence Number specified on the SDC Workflow Workflow cannot be inserted before any Completed Workflow If there are Completed Workflow with Sequence Numbers after the new SDC Workflow an Error will be displayed "New Workflow items cannot be added before any 'Complete' Workflow items" and no Workflow will be inserted. If Workflow is inserted before Started (but not Completed) Workflow the newly inserted Workflow will also be started.
4	Workflow Grid Source column	Show Source of Workflow	Must-Have	A new column will be added to the Workflow grid to display the Name of the Source SDC

User interaction and design

The initial creation of the ticket the "Generic A" SDC is used.

Generic A
10	Initial IT Handoff
20	IT Resource Allocation
30	Work

Multiple SDC templates that can be applied for IT Handoff

IT Handoff 1	(Installation)
11	Inventory collects Eqp
12	Switchboard reserves Service

IT Handoff 2	(Repair)
11	Technician Diagnosis
12	Inventory collects repair materials

Simple WF template but easy to expand later

Resource Allocation	(All)
21	Scheduler sets up time/date slot with customer

And so on...

Work 1	(Installation)
31	Scheduler allocates time/date slot
32	Survey topography
33	Dig a hole
34	Stand around truck drinking coffee

The additional subsets can be selected at any time. However, the Sequence Numbers in the subset must not be before any Completed Sequence Number.

After applying the subgroup SDCs, they might have something like:

Sequence	(Installation)
10	Initial IT Handoff
11	Inventory collects Eqp
12	Switchboard reserves Service
20	IT Resource Allocation
21	Scheduler sets up time/date slot with customer
30	Work
31	Scheduler allocates time/date slot
32	Survey topography
33	Dig a hole
34	Stand around truck drinking coffee

And if they choose to they can reapply any SDC multiple times, it'll just create duplicate Sequences. If any SDC application violates Minimum Sequence rule, the attempt fails - they have to do that set manually.

Sequence	(Installation)
10	Initial IT Handoff
11	Inventory collects Eqp
11	Inventory collects Eqp
12	Switchboard reserves Service
12	Switchboard reserves Service
20	IT Resource Allocation
21	Scheduler sets up time/date slot with customer
30	Work
31	Scheduler allocates time/date slot
32	Survey topography
33	Dig a hole
34	Stand around truck drinking coffee

Questions

Below is a list of questions to be addressed as a result of this requirements document:

Question	Outcome

Not Doing

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