Service Desk Packages

Any Package can be associated with multiple SDCs. The number of SDCs associated with a given Package is displayed on the grid under the SDCs in Package column. Users can use the   button to make the record Inactive which removes the Package from menus.

To view, create, or edit a Package navigate to Admin > Service Desk > Packages. This opens the Packages grid. To add a new Package click the button,  which opens the Add New Packages form.

The 'Title' field is a Required field.

The 'Type' dropdown is populated from values in the List Value with a Type of PACKAGE_TYPE. Default is the default Type of the Package. Using this drop-down will allow an Admin to group similar Packages for selection in the CustomerCenter. Please note that these Types are not hierarchical.

There are two tabs that allow the Admin to control how the Package is used in the CustomerCenter, the SDC and Catalog tabs. Each Package must also have at least one SDC associated with it, which is also a Required field on a Package.

SDC tab

The SDC tab allows an Admin to either add a new SDC or select an existing one from the SDCs that are already defined. SDCs on Packages are limited to the Service Request SD Type. The Add button lets the User create an SDC that is specific for a given Package. The button selects an existing SDC from the SDC grid.

Catalog tab

The Catalog tab allows the Admin to set how the Package appears on the CustomerCenter. This is the Catalog that appears to the Customer under Shopping > Packages on the  CustomerCenter. This is the same Catalog tag on the Service Catalog or Equipment Catalog forms.

We can set the image of the Catalog with the  button.  The Description field allows the User set how the Description appears in the CustomerCenter to the Customers when they attempt to add items to the Cart.
Note: before an image can be uploaded, the Catalog must first be saved. Trying to Upload an image before saving the Catalog will result in PCR-360 being unable to store that image anywhere, because the Catalog that will use it does not exist yet.

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.