.Service Desk Change Actions - Upgrade/Downgrade v2019.2

Upgrade/Downgrade

This option will change the Service Catalog for the Service.

The Service, Service Catalog, Reference, Service Host, and SLA fields will be editable. The rest will be read only.

When Service Desk Upgrade/Downgrade action is saved the "old" UDF values from the selected Service are stored on the Action record and preserved there. If the UDF values on the Service change any time after the Action is created the "old" values on the Action will not change. This allows the User to always see what the old UDF values were at the time the Action was created.

When selecting a new Service Catalog, the list will be delimited to Service Catalog items that are of the same type as the selected Service. For example, if a Phone service is selected, only the new Service Catalog items with a type of “Phone” will be available as an Upgrade/Downgrade option.

When the Action is Completed the Service Catalog will be changed to the new Service Catalog on the action. Any Equipment changes will show up on the Service.  Previous Charges for the Service will not automatically Stop.

When the Action is Finalized the Charges will be added to the Service.

See Quick Reference: Upgrade/Downgrade to create an Upgrade/Downgrade Order.