(2024.2) Adding Additional SDC Workflow

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)

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

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.

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

10

Initial IT Handoff

20

IT Resource Allocation

30

Work

11

Inventory collects Eqp

12

Switchboard reserves Service

11

Technician Diagnosis

12

Inventory collects repair materials

21

Scheduler sets up time/date slot with customer

31

Scheduler allocates time/date slot

32

Survey topography

33

Dig a hole

34

Stand around truck drinking coffee

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

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