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(2022.1) Create an Upgrade Downgrade Action

The first step is to create a Service Desk Order.

  1. Go to Main > Service Desk > Orders.

       2. Click Add buttonbutton.

       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 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 the Add button button.
  2. Set the Action as "Upgrade/Downgrade". 
    Action dropdown
  3. Select the Service for the Order. 
    Service picker
    Note: The selected Service will provide all of the specific options for compatible Service Catalogs for the Upgrade/Downgrade.

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 for to help select the appropriate Service.
     Select a Service form

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

After Selecting a Service:

  1. Select a new Service Catalog for the Service.
    Service Catalog picker
    Note:
    The new Service Catalog will be limited to Service Catalogs with the same service type i.e. Phones can only be changed to a catalog for Phones. Any Catalog specific details for the new Service Catalog will be overridden by values from the Service unless manually updated.
  2. Enter any other required information and click the Save New button button.
  3. 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 field

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

          Worker picker

       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 the Save New button button.

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

  • Workgroup 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  Manage Entries buttonbutton.

      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 Save button button.