(2024.1) Quick Ticks
- Brian Dixon
- Bianca Rosa (Unlicensed)
Overview
In PCR-360 Service Desk 'Quick Tick(s)' allow a User to quickly document customer calls, emails and basic inquiries that do not require the creation of a full-Service Desk 'Incident', 'Order', 'Project', or 'Problem'. A User might wish to set up for a 'Quick Tick Type' to include initiating a Password Reset upon receiving a request from another User, or triggering an internal process such as a 'Custom Event', 'Notification' or 'Escalation'. The button is at the top-right of all sections of PCR-360 for speedy access like the 360 View. In order to create a Quick Tick, check out the guide in the Quick Reference section. Additionally, Quick Tick types can be added and a guide for that process is available in the Quick Reference section.
Quick Ticks are an excellent way to track quick work. Password reset requests, tracking call transfers to another department, and providing general information to the customer are just a few situations where a Quick Tick could be used instead of a Service Desk: Order or Incident. It might not be worth going through the entire Order writing procedure just to reset someone’s voicemail, password, email, etc. However, keeping track of how many password-resets your organization does can be very helpful in allocating resources, documenting your workload and considering future procedures and/or charges for work. Quick Ticks provide a quick and easy method to track this type of work.
Quick Ticks are convenient because they can be created from any page in the application.
You may also navigate to Main > Service Desk > Quick Tick and click the button.
From the Main > Service Desk > Quick Tick grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.
Clicking allows a User to create and finalize a Quick Tick. As seen in the image below, the Quick Tick screen will generally contain only a few fields, including User Defined Fields. There may be many different types of Quick Ticks, all of which may have different fields depending on the purpose of the Quick Tick. Click on the type drop-down and choose your new Type. At this point, PCR-360 will expand the "Quick Tick" screen to show the fields you defined. Any required fields must have a value entered to add the "Quick Tick".
A User is unable to add a 'SDC' to a Quick Tick because as soon as it is created, the Quick Tick is finalized.
Updating a Quick Tick
Quick Ticks do not require "Completion" or "Finalization" like a typical Order or Incident. Once a Quick Tick is saved it is considered "Finalized" and generally does not need any additional information after it is saved. Quick Ticks are accessible from the Quick Ticks grid, by going to the Main PCR-360 menu, clicking "Service Desk" and clicking "Quick Ticks". Double-clicking on a Quick Tick in the grid, or selecting a record and clicking the "Edit" button above the grid will bring up the Service Desk Quick Tick form, as seen below.
Even though the Quick Tick is finalized, Users may still add Remarks to the Quick Tick, Upload Files to the "Attachments" tab, and track email on the "Email Thread" tab. The "User Defined Fields" tab contains the information entered into the User Defined Fields on the Quick Tick form when the Quick Tick was created.