(2022.1) Service Desk Change Actions - Upgrade/Downgrade

Upgrade/Downgrade

This option will change the Service Catalog for the Service.

The Service, Service Catalog, Reference, Service Host, and SLA fields will be editable. The rest will be read-only. The Service will automatically populate all options for the Action, the Service Catalog will only check if values on the Service are invalid after the Action is Finalized.

When Service Desk Upgrade/Downgrade action is saved the "old" UDF values from the selected Service are stored on the Action record and preserved there. If the UDF values on the Service change any time after the Action is created the "old" values on the Action will not change. This allows the User to always see what the old UDF values were at the time the Action was created.

The Service Catalog picker allows selecting the new Catalog for the selected Service.  When selecting a new Service Catalog, the list will be delimited by the following:

1. The Service Type of the current Catalog must match the desired Catalog. E.G. Phone to Phone or Data to Data
2. The desired Service Catalog must be Active and not a Category
3. When a Service is part of a Service Pool the type of Service Catalog it can be made into, becomes restricted based on the Catalogs associated with the Service Pool.
4. Service Catalog Location Permissions apply
5. The current and desired Service Catalog Format must match

When the Action is Completed the Service Catalog will be changed to the new Service Catalog on the action. Any Equipment changes will show up on the Service.  Previous Charges for the Service will not automatically Stop.

When the Action is Finalized the Charges will be added to the Service.

See Quick Reference: Upgrade/Downgrade to create an Upgrade/Downgrade Order.