(2024.1) Problems

In PCR-360, a number of associated Service Requests, Service Orders, Work Orders, Incidents, and/or Incident Requests are known as a Project. Sometimes it would be preferable to have Service Desk Items grouped together to aide in tracking related issues in the organization. These associated items are known as a 'Problem'. To build a Problem, Users will follow the same protocol established to build a Project.

From the Main > Service Desk > Projects grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.

Building a Problem

Navigate to the Service Desk Problems grid by clicking the Service Desk icon in the 'Main' tab. Select the Problems icon. Select the 'Add' button on the Grid Toolbar located above the Problems grid.

Problem Data Entry Form

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Add New Problem form example

The Problem Data Entry Form will require Users to define the Problem's Source, Status, and Service Rep from drop-down menus. Keep in mind that multiple Incidents may be assigned to multiple Service Representatives, a Problem is assigned to only One Service Representative.

The critical function when creating a Problem is to consolidate several Incidents under one Problem. To do so, see the tab entitled 'Associated Items' in the data entry form.

Tabs

When on the Problem Form, the tabs are displayed immediately below the input fields in the data entry form. By accessing these tabs, Users can see all the associated data that is related to the Problem and edit the data that is specific to the Problem. The 'Tabs' associated with Problem are Associated Items, Equipment, Contacts, Charges, Labor, Activity/Remarks, Email Thread, Attachments, and User Defined Fields.

Associating Items to Problems

To consolidate several Service Desk items under one Problem a User can use the 'Associated Items'.

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Add New Associated Items form example

By clicking the  button located immediately above the 'Associated Items' grid, the user is presented with a comprehensive list of all the Service Requests, Service Orders, Work Orders, and Incidents currently in the system (see image above). By checking the boxes flush to the left margin of the Service Desk items the User wishes to associate, Users, can choose to "bundle" as many Service Desk items together as desired.

Keep in mind that Users can navigate page-to-page, selecting as many Service Desk items as they choose, while those boxes checked on previous pages will remain checked.

When the appropriate boxes have been satisfactorily checked, click the  button at the bottom of the 'Add Associations' form. The new Association will appear in the 'Associated Items' grid. Once the User saves the new Problem, the Problem will appear on the original Service Desk Projects grid.

Resolving a Problem

Once all of the Incidents have been resolved on the Problem the User can select a Status of Complete to close the Problem. The User will be asked if the Problem's Resolution should be copied to the Incidents.

If the User selects Yes this form then the Resolution will overwrite the previously selected Resolutions on the Incidents.