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(2022.1) Change a Service ID Action

Create an Order

The first step is to create a Service Desk Order.

  1. Go to Main > Service Desk > Orders.

       2. Click theAdd button button.

       3. Enter the Service Rep (if not populated with the User's name).

       Service Rep picker

      4. Enter the Owner of the new service.

       Owner - Contact picker

      5. If so desired, enter the Requestor's name.

       Requestor picker

      6. Next enter a brief description.

      Description field

      7. Click the Save New button button. An Order number will be generated in the upper left-hand corner of the window.

Adding an Action

Next, add a Service Desk Order Action.

  1. Click theAdd button button.

       2. Set the Action as "Service ID".

      Action dropdown

       3. Select the Service for the Order.

      Service Catalog picker

Ways to search for Services:

  1. If the Service Number in question is known, enter it into the Service ID field and hit enter.

       2. Part of the Service ID can be entered into the field.

       Service picker 

      3. Hit Enter.

      4. The magnifying glass in the Service field will trigger a form to help select the appropriate Service
      Select a Service form

5. Filters can be added to the columns to shorten the list
      Select a Service Filter form

After Selecting a Service:

  1. Choose a new Service ID.
    • For a phone service, click the available service icon next to the "New Phone Number" field. 

                    New Phone Number field

    • For an Auth Code Service, click the available service icon next to the "New Auth Code" field. 

                    New Auth Code field or generate a random code by clicking the "Generate Auth Code"Generate Auth Code buttonbutton

    • For Other service types, enter a new Service ID name into the New ID field.
  1. Enter any other required information and click the Save New button button.
  2. If there are any matching SDC's (Service Desk Classification) the User will see this screen and have the choice of choosing the appropriate SDC, saving without an SDC, or not saving the Action.

    Choose a Service Desk Classification form

If saved (with or without an SDC) an Action number will be generated next to the SD#.

Entering Workflow

At this point, if the workflow is not populated from the Service Desk Classification it can be entered here.

  1. Click on the Workflow tab.

       Workflow tab

      2. Click the Add button button.

      3. Enter a Workflow Number.

       Wf Number field

        See Note below for additional information.

      4. Enter the Workgroup.

       Workgroup picker

      5. If assigning this to a specific person, enter/select the Worker.

       

      6. If this WF item is ready to be worked, enter a Start Date.

       Start Date field 

        Optionally, choose a Scheduled Date, and/or enter an Estimated Time to complete the workflow.

     7. Click theSave New button button.

Note: A couple of things to remember about Workflow numbers.

  • Workflow Numbers are used to order the workflow items
  • Leave room between workflow numbers in case items need to be added later. It is recommended to use intervals of 100
  • Multiple WF items can have the same number. This is done when those tasks can be performed concurrently

Selecting GLA's

  1. Click on the GLA's tab.

       GLA tab

       2. Click the Manage Entries button button.

       3. Click the Add GLAs button button.

       4. Choose the GLA that will get billed for this Service's charges.

      GLA picker
      5. If the charges are split between multiple GLA's choose the percentage for this GLA then choose the other GLA's and percentages.

      Percent field

      6. Click the Save button button.