.Owner Action v2.1.4.7

Create an Order

The first step is to create a Service Desk Order.

Go to Main > Service Desk > Orders.

2. Click the button.

3. Enter the Service Rep (if not populated with the User's name) into the field.

4. Enter the Owner of the new Service into the picker.

5. If so desired, enter the Requestor's name into the picker.

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6. Next enter a brief Description into the field

7. Click the button and an Order number will be generated in the upper left hand corner of the window.

Adding an Action

Next, add a Service Desk Order Action.

Click the button.

2. Set the Action to the Change Type of Owner in the drop-down.

3. Select the Service for the Order with the picker.

Ways to search for Services:

If the Service in question is known, enter it into the Service ID field and hit enter.

2. Part of the Service ID can be entered into the picker.

3. Hit Enter

4. The picker in the Service field will trigger a form to help select the appropriate Service
Select A Service form

5. Filters can be added to the columns to shorten the list
Select A Service Filter form

After Selecting a Service:

Select a New Owner for the Service

Owner - Department picker

The new Owner may be either a Contact or Dept. Hierarchy. It does not matter if the old Owner was a Contact or a Department.

2. Click the button.

3. If there are any matching SDC's (Service Desk Classification ) the User will see this screen and have the choice of choosing the appropriate SDC, saving without an SDC, or not saving the Action.

Choose A Service Desk Classification form

4. If saved (with or without an SDC) an Action number will be generated next to the SD#.

Entering Workflow

At this point, if the Workflow (WF) is not populated from the Service Desk Classification it can be entered here.

Click on the tab.

2. Click the button.

3. The Workflow Number is a Required field. Enter a 'Workflow Number' into the field.

See Note below for additional information.

4. The Workgroup is a Required field. Enter the Workgroup into the picker.

5. If assigning this to a specific person, enter/select the Worker into the picker.

6. If this WF item is ready to be worked, enter a Start Date into the field.

Optionally, choose a Scheduled Date, and/or enter an Estimated Time to complete the Workflow.

7. Click the button.

Note: A couple of things to remember about Workflow numbers.

Workflow Numbers are used to order the Workflow items
Leave room between Workflow numbers in case items need to be added later. It is recommended to use intervals of 100
Multiple WF items can have the same number. This is done when those tasks can be performed concurrently

Selecting GLA's

Click on the tab

2. Click the button.

3. Click the button.

4. Choose the GLA that will get billed for this Service's charges

5. If the charges are split between multiple GLA's choose the percentage for this GLA then choose the other GLA's and percentages

6. Click the button.