(2024.1) Service Desk - Activity / Remarks
- Brian Dixon
- Bianca Rosa (Unlicensed)
Activity / Remarks
The Activity/Remarks tab provides a detailed history of activity directly related to the Service Order at hand. For example, once an Action is completed, PCR-360 automatically generates an item in the 'Activity/Remarks' Grid detailing its completion. Similarly, if a Service Order is deemed 'Completed', PCR-360 automatically generates an item in the 'Activity/Remarks' Grid notifying Users of the change. If a Remark is added, containing a Service Desk Item (example: SO202303290), PCR-360 will automatically turn that into a clickable link to that Service Desk Item.
Adding Remarks
Users can also draft and add Remarks to this history. To do so, click the button on the toolbar above the 'Activity/Remarks' Grid. After clicking the 'Add' button, a data-entry form is displayed, providing the User with a free-form field for entering remarks. Click the button to add the remark. Once a new Remark is saved, it appears on the 'Activity/Remarks' Grid in the original Service Desk data entry form.
Remarks made on a Service Desk Action have the ability to be appended to the Service it is modifying by using the Append to Service Remarks feild. When a Remarks is saved with this field checked, the Remark will also display on the Service's Remarks Tab.
Log Approval
Selecting the button opens the 'Add New Service Desk Log Approval' form.
On this form, a User can select an Approver, the Amount Approved, Approved GLA, and add Additional Comments. Select the appropriate information and then Save it to store this information. This information (Approver, Amount, GLA) will all be visible in the Remarks section of the Activity/Remarks tab's grid.
Importing Remarks from Services
A User can import Remarks made on a Service, into a Service Desk Action. This allows a User to see all Remarks made for an existing Service within the Activity/Remarks grid of the Service Desk Action.
Note: Since an existing Service is required to import the Remarks from, importing Remarks is not possible for 'Add Actions'.
To import Service Remarks, click on the button, and the Remarks will be loaded into the gird with a Remark Type of Service Remark. When the button is clicked, all previously imported Remarks will be deleted, and new copies will be loaded into the Service Desk Action, this ensures no duplicate Remarks will be displayed if multiple import attempts are made.
Viewing/Editing Activity
Double-click or select an item in the Grid and click the button option to open an Activity/Remark from the Grid. If a Remark is selected, the Manage Service Desk Activity form opens and is editable. Otherwise, clicking this button to open any other Type of Activity opens it as read-only. It can be viewed but not changed.
When a Service Desk Item with Activity and/or Remarks, they are displayed separately on the printout, based on whether they are a Remark or record of Activity. As shown in the example below.