(v1) .Tenant Management v2.1.4.7

PCR-360 is built with two tenant modes: Single and Multi. These different modes alter how the application operates. Multi-tenant functionality will be disabled unless your organization specifically contracted for this capability.

In multi-tenant mode, multiple tenants make up a hierarchical catalog that is used to classify every piece of data in PCR-360. When any piece of data is created, it is assigned to a specific tenant. Data cannot be transferred from one tenant to another, but it can be shared by multiple tenants based on the tenant catalog hierarchy structure. The 'Global' tenant is the parent to all tenants; any data belonging to the Global tenant is shared by all child tenants.

The Tenant Management grid displays a visual representation of the active tenants in the user’s organization. Admin users can add, edit, and delete tenants by interacting with the Tenant Management tree (displayed on the left side of the image above) or the grid (on the right of the image).

In Single tenant mode, there is only one tenant: 'Global'. All records in the system are assigned to the Global tenant, and new tenants cannot be created. However, the 'Global' tenant can be edited.

Adding a Tenant

In multi-tenant mode, navigate to the Tenant Management grid by opening the 'Admin' tab and double-clicking the node entitled 'Tenant Management'.

Click on the 'Add' button located immediately above the grid.

In the Tenant Management data entry form (see image above), Admin users are prompted to define some basic information about the new tenant.

Here, users can define a Default NPA (a three-digit area code), Default NXX (the first three digit prefix of a local phone number), and Default State. These values will prepopulate any fields of their respective types in the application.

Users must also apply a VIP Urgency designation to the tenant. If the user defines the VIP Urgency as "High", for example, all SD items owned by VIP users of the specified tenant will indicate the elevated need for attention within the Service Desk.

Aging And Archiving

Several values control how old data is managed within the database.

Aging: Services can be Aged, which allows them to be reused after a particular window of inactive time.

• Services: A non-negative (including zero) number of days to leave Inactive Services deactivated before putting them through Service Aging. Zero is respected here, allowing Services to be made available the next time the Aging Event runs. Aging will use the Service's Catalog Aging setting if it has one, otherwise, this value will be used.

Archiving: Some data is 'Archived' by moving old records to cloned tables so current data can continue to perform well. This reduces the load on the database to work with millions of records at a time, most of which are no longer useful on a day-to-day basis.

• Calls: A non-negative (including zero) number of days before call data is Archived according to Date/Time the Call _occurred_. If left empty or 0 is set, 90 will be used instead.
• Call Errors: A non-negative (including zero) number of days before Call Error data is Archived. This window can be shorter than typical Call data because it can't be processed for billing. Because the date of the call may fail to import properly, Errors are archived according to the record's Created Date (effectively, Import Date). If left empty or 0 is set, 90 will be used instead.
• Bill: A non-negative (including zero) number of days to wait after a Bill is generated to archive its data. This window is based on the date the Bill was generated.

Adding Email Accounts

Users can also add email accounts to the tenant. These accounts serve as the "From" and "To" addresses for the automated email capabilities built into the application. Click on the 'Email Accounts' tab and click the 'Add' button (see image above).

In the form (see image above), Admin users are prompted to define a number of required fields for the new email account. This email account specification defines how this tenant will send and receive emails. PCR-360 sends email notifications and alerts, and can also "read" incoming emails to a specified email account. For example, if the subject of an incoming email references a specific Service Desk number, the application will add the email to the SD item's Email Thread; if no SD number is specified, the application will create a new Service Desk Inquiry.

Users must define all aspects of the new account, including 'Account Name', 'Account Type', 'Login' and 'Password', the 'Email Address' itself, and the 'Servers' that the account uses.

Once all required fields have been satisfied, click the 'Save New' button at the bottom of the form. The new email account will appear on the original Tenant Management data entry form.

Saving the New Tenant

Once all required fields have been satisfied, click the 'Save New' button at the bottom of the form. The new tenant will appear on the original Tenant Management grid.

Managing Existing Tenants

In multi-tenant mode, Admin users can manage existing tenants by either opening items on the Admin Tenant Management grid or by interacting with the Tenant Management tree located to the left of the grid.

Managing Tenants on the Grid

To open a tenant, select an item on the Admin Tenant Management grid and click the 'Edit Selected' button located immediately above the grid, or double-click the item. Either action opens the tenant's data entry form.

Users can define the tenant's fields by following the same protocol established in the Adding a Tenant section.

Once all required fields have been satisfied, click the 'Save' button at the bottom of the form. The edits will appear wherever the tenant appears throughout the application.

To delete an existing tenant, select an item on the Admin Tenant Management grid and click the 'Delete Selected' button located immediately above the grid.

Managing Tenants on the Tree

In multi-tenant mode, Admin users can also manage tenants using the Tenant Management tree function, which enables Admin users to see where each tenant fits relative to its counterparts.

To add a tenant to the tree, right-click the parent of the proposed tenant and select 'New Item' (see image above). This action opens the new tenant's data entry form, at which point the user can follow the protocol established in the Adding a Tenant section to define the tenant's critical attributes.

Once all required fields have been satisfied and the new tenant has been saved, the user can drag and drop the new tenant to a new position on the tree. The application will prompt the user to confirm the move. Once the move is confirmed, the new tenant will appear on both the Tenant Management tree and grid.

Admin users can also move items within the Tenant Management tree by cutting and pasting. To cut an item, right-click the tenant and select 'Cut'. To paste an item, right-click on the tenant's intended parent and select 'Paste'.