(2024.1) Service Desk - Actions

Actions

A powerful function within PCR-360 is the ability to perform multiple Actions within a single Service Order. The Actions tab, open by default in the data entry form, details the specific Services deemed necessary to fulfill the Service Order. Users can add or remove Actions from this tab as needed. However, before adding the first Action, the Service Order must be saved. Once a Service Order has Actions, the 'Urgency' and Due Date on the Order itself becomes read-only, and the Service Order Urgency takes its value from the most urgent of the Actions on the Order. When the User wants to change the Urgency of the Order, an Action's Urgency needs to be changed.

Each Action can have its own Equipment , Workflow , Contacts/Customers, GLAs, Charges , Labor , Cabling , Activity/Remarks , Attachments , and User Defined Fields.

When the Due Date or the Urgency is set on the Action that setting will flow upwards to the Order. The Urgency on the Order will override to the highest level Urgency set on any Action that is on the Order. Likewise, the Due Date on the Order will override to the longest time period of all the Actions set on the Order. For Example, if there are two due dates, one that is one month in the future and another that is two months in the future, the one that is two months in the future will be used.

Open

Actions tab form

To add an Action to the Grid under the Action tab, select the  button on the Grid Toolbar. This opens a new data entry form specifically for that Action. In the subsequent Service Desk Action data entry form, the User is prompted to define the 'Type of Service' and the Action itself.

Open

Add new service desk action form

Once all required fields have been fulfilled, click the  button at the bottom of the Service Desk Action data entry form. After it is saved, the new Action appears on the 'Actions' Grid in the original Service Order data entry form.

It is important to note that certain functions within a Service Order can be applied at different levels of the service process. Functionality such as Workflow, Equipment, Cabling, GLA, Charges, etc. may be defined at the Service Order Action level (to provide the flexibility and granularity of handling each Action separately) or at the Service Request level.

For example, if a User adds a piece of Equipment to an Add Phone Service Action, this Equipment is associated with the specific Phone service added. Whenever the specific Phone Service or piece of Equipment is queried, the associated Equipment or Service is displayed. However, if a User adds a piece of Equipment at the Service Request level, it is assigned to the specified 'Owner' but is not be associated with the Phone Service.

In either case, the Equipment is accounted for and billed to the Owner. If the functionality was added at the Action level, however, it is associated with the specific Service (as well as the Owner), making it easier for the User to delete or change the Service in the future because of the associated Equipment always appears with the Service.