Create an Upgrade Downgrade Action

The first step is to create a Service Desk Order.

1. Go to Main > Service Desk > Orders.

       2. Click button.

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

       4. Enter the Owner of the new service.

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

       6. Next enter a brief description.

       7. Click  button.  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.

1. Click the  button.

2. Set the Action as "Upgrade/Downgrade". 
   
   

   Open

   

   Action dropdown

3. Select the Service for the Order. 
   
   

   Open

   

   Service picker

   
   Note: The selected Service will provide all of the specific options for compatible Service Catalogs for the Upgrade/Downgrade.

Ways to search for Services:

1. If the Service Number 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 field.

       3. Hit Enter.

       4. The magnifying glass in the Service field will trigger a for to help select the appropriate Service.
     

     5. Filters to the columns to shorten the list
     

After Selecting a Service:

1. Select a new Service Catalog for the Service.
   
   

   
   Note: The new Service Catalog will be limited to Service Catalogs with the same service type i.e. Phones can only be changed to a catalog for Phones. Any Catalog specific details for the new Service Catalog will be overridden by values from the Service unless manually updated.

2. Enter any other required information and 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.

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 is not populated from the Service Desk Classification it can be entered here.

1. Click on the  tab.

       2. Click the  button.

       3. Enter a Workflow Number.

          See Note below for additional information.

       4. Enter the Workgroup. 

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

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

          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.

• Workgroup 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

1. Click on the tab.

      2. Click  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  button.