In PCR-360, Service Desk Estimates allow a User to put together an Estimate for a future Service Order based on Equipment, Charges based on the Charge catalog, and Labor costs. From the Grid, Users can see the Estimate's Service Desk number, status, a summary of the Estimates Charges, Equipment, and Labor among other information.

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

Service Desk Estimates Grid example

Estimates

Navigate to the Estimates Grid by clicking Main > Service Desk > Estimates. Double-click on any item in the Service Desk Estimates Grid to access the Estimate data entry form as seen below.

Add New Estimate example

Data Entry Form – Input Fields

The input fields at the top of the Estimates data entry form allow Users to define the Request in terms of its 'Source', 'Status', 'Service Rep', 'Due Date', and more.

Users can easily define 'Source' and 'Status' by selecting the appropriate option via the input field's drop-down menu. Source refers to the source of the request: Web, Email, Tech, Phone, Text, Fax, Quick Tick, API, or Import. Status is used to identify the current state of the Request; whether it is ‘Pending’ , 'Complete', on ‘Hold’, ‘Void’, or ‘Denied’.

When editing an Estimate, Users may also change the Service Rep – the employee who is responsible for the Estimate's ultimate execution. Clicking on the Search Icon in the 'Service Rep' field to up a list of Service Reps from the company’s employee catalog.

Several input fields carry over information from the Requestor in order to simplify the process for the User. Typically, the Requestor's contact information is displayed in the Requestor field.

Keep in mind that, though the 'Owner' and 'Requester' fields list the same contact in the example displayed in the "Service Desk Estimates" image, this is not always the case. The Requestor can request a Service on behalf of a different owner.

Tabs

In the image of the Estimate Form above, consider the tabs displayed immediately below the input fields in the data entry form. By accessing these tabs, Users can initiate the process of fulfilling the Estimate by adding specific Workflow actions, applying billing procedures, and a number of other critical functions. The 'Tabs' associated with Estimates are Estimate, Workflow, Contacts, Labor, Activity/Remarks, Email Thread, Attachments, and User Defined Fields.

Create an Estimate

Go to Main > Service Desk > Estimates.

2. Click the button.

3. Change the 'Source' in the drop-down if desired.

4. Choose the 'Service Rep' (if not already populated with your name) into the picker.

5. If desired enter a brief 'Description' of the Estimate (this is not required but encouraged)

6. If known or needed enter the Contact or Department into the field.

Owner - Department picker

Note: The Owner can be either a Contact or Dept. Hierarchy. To select either just toggle the selector and enter the owner (or use the pickerto search).

7. If known or needed, enter Requestor into the field.

8. Click the button.

An Estimate number will now be displayed in the upper left-hand corner of the screen.

Add Equipment to an Estimate

Click the 'Estimate Tab'.

Manage Estimate form

2. Click the button.

3. Choose the desired 'Equipment Catalog' with the picker.

4. Enter the 'Quantity' of the Equipment into the field.

5. If the Equipment is Billable click the 'Billable' flag.

6. Click the button.

Repeat steps 2-5 for all needed Equipment.

Add Estimated Labor to an Estimate

Click the 'Estimate Tab'.

Manage Estimate form

2. Click the button.

3. Select the type of Labor with the 'Labor Type' dropdown

4. Enter the 'Hours' into the field.

5. Enter the 'Workgroup' that will do this work.

6. Enter or change the Rate for this Labor with the 'Rate' field.

7. If the Labor is billable click the 'Billable' flag

8. If desired, enter a Description of this Labor.

9. Click the button.

Repeat steps 2-9 for additional estimated Labor entries

Add Estimated Charges to an Estimate

Click the 'Estimates Tab'.

Manage Estimate form

2. Click the button.

3. Choose the desired 'Charge Catalog' from the picker.

Charge Catalog picker

4. Enter the 'Charge Amount' into the field.

5. Enter the 'Quantity' of the Charges into the field

6. If desired, enter a Description of this Labor into the Description field.

7. Click the button.

Repeat steps 2-7 for additional estimated Charge entries.

Create Service Order from Pending Estimate

Open an Estimate with a Pending status, that does not already have an 'Associated Service Order'

.

2. Change the 'Status' to Complete.

3. Click the button.

4. Click 'Yes' on the 'Complete this Estimate' dialog.

5. This will open the 'Create a Service Order' form.
Create a Service Order form

From this form the User can choose one of three options:

The User can Associate the Order with any existing Order or that Order's Actions. Click the 'Find a Service Order' picker to select any existing Order. To associate the Estimate with the Order no further action is needed.
To further associate the Estimate with a specific Action on the Order, click the 'Find a Service Order Action' picker and select the Action desired. Click the button.
Leaving the 'Find a Service Order' picker blank and clicking the button, will create a new Service Order. The 'Service Order Created' dialog will open to let the User know the Order was created.

Clicking the 'Cancel' button will NOT associate the Estimate with an Order and close the form.

Create Service Order from Complete Estimate

Open an Estimate with a Complete status, that does not already have an 'Associated Service Order'

.

2. The Estimate will have a button on it.

3. This will open the 'Create a Service Order' form.
Create a Service Order form
From this form the User can choose one of three options:

The User can Associate the Order with any existing Order or that Order's Actions. Click the 'Find a Service Order' picker to select any existing Order. To associate the Estimate with the Order no further action is needed.

To further associate the Estimate with a specific Action on the Order, click the 'Find a Service Order Action' picker and select the Action desired. Click the button.

Leaving the 'Find a Service Order' picker blank and clicking the button, will create a new Service Order. The 'Service Order Created' dialog will open to let the User know the Order was created.
Clicking the 'Cancel' button will NOT associate the Estimate with an Order and close the form.

4. Click the button.

Creating an Order

When all Equipment, Charges, and Labor have been added to the Estimate, a Service Order may be created from the Estimate. Note that only Equipment and Charges are transferred to the created Order. Labor and Workflow are not transferred to the Order. First, the Estimate has to be set to a Complete status. Then the User can click the Create Service Order button below the Estimate Grid to create an Order from the Estimate. A form is displayed which allows the User to create a new Service Order from the Estimate, or add the Equipment and Charges to a current "Pending" Service Order. To add the Estimate to an existing Order click the Search Icon in the SD Number field and choose an Order from the list.

Create a Service Order Dialogue example

If the Estimate already has a Service Order associated with it, the Service Order is displayed in the field with a link to the Service Order. The 'Create Service Order' button is no longer available.
Associated Service Order field example

When an Estimate is made into a Service Order, all Remarks and Attachments made on the Estimate will be copied onto the Service Order.

Editing an Estimate

On the Estimates Grid, double-click or highlight any existing item and click 'Edit Selected' above the Grid to edit the Estimate. After opening an item on the Estimates Grid, the User is presented with the item's data entry form at which point the User can begin adding any required information for the Estimate.

(2022.1) Create an Estimate

Browser not supported