(2024.2) Service Desk - Actions

1 Actions
2 Add Actions
- 2.1 Ordering from the Pools
- 2.2 Using an Add Action
- 2.3 Business Rules
3 Change Actions
4 Remove Actions
5 Task Actions
6 Common Questions about Actions
7 Scheduled Completion of Actions
8 Multiple Open Actions for a Service

Actions

A powerful function within PCR-360 is the ability to perform multiple Actions within a single Service Order. The Actions tab, open by default in the data entry form, details the specific Services deemed necessary to fulfill the Service Order. Users can add or remove Actions from this tab as needed. However, before adding the first Action, the Service Order must be saved. Once a Service Order has Actions, the 'Urgency' and Due Date on the Order will be read-only, and the Service Order Urgency takes its value from the most urgent of the Actions on the Order. When the User wants to change the Urgency of the Order, an Action's Urgency needs to be changed.

Each Action can have its own Equipment , Workflow , Contacts/Customers, GLAs, Charges , Labor , Cabling , Activity/Remarks , Attachments , and User Defined Fields.

When the Due Date or the Urgency is set on the Action that setting will flow upwards to the Order. The Urgency on the Order will override to the highest level Urgency set on any Action that is on the Order. Likewise, the Due Date on the Order will override to the longest time period of all the Actions set on the Order. For Example, if there are two due dates, one that is one month in the future and another that is two months in the future, the one that is two months in the future will be used.

To add an Action to the Grid under the Action tab, select the button on the Grid Toolbar. This opens a new data entry form specifically for that Action. In the subsequent Service Desk Action data entry form, the User is prompted to define the 'Type of Service' and the Action itself.

Once all required fields have been fulfilled, click the button at the bottom of the Service Desk Action data entry form. After it is saved, the new Action appears on the 'Actions' Grid in the original Service Order data entry form.

It is important to note that certain functions within a Service Order can be applied at different levels of the service process. Functionality such as Workflow, Equipment, Cabling, GLA, Charges, etc. may be defined at the Service Order Action level (to provide the flexibility and granularity of handling each Action separately) or at the Service Request level.

For example, if a User adds a piece of Equipment to an Add Phone Service Action, this Equipment is associated with the specific Phone service added. Whenever the specific Phone Service or piece of Equipment is queried, the associated Equipment or Service is displayed. However, if a User adds a piece of Equipment at the Service Request level, it is assigned to the specified 'Owner' but will not be associated with the Phone Service.

In either case, the Equipment is accounted for and billed to the Owner. If the functionality was added at the Action level, however, it is associated with the specific Service (as well as the Owner). This makes it easier for the User to delete or change the Service in the future because the associated Equipment always appears with the Service.

Add Actions

The 'Add' Action type will allow the User to Add a Service. In addition to adding the Service, all the relevant information that should be associated with the Service, like the Owner and Equipment can be assigned. Once the User selects all of the information the Action can be completed and Billed separately from the Order. This allows Users to work multiple Actions will be able to bill for Actions that are completed in a real-time fashion. One way to think of it is that an Action is a single step, while an Order is a collection of steps that need completion.

Ordering from the Pools

Using an Add Action

Business Rules

Selecting an 'Available Service' will not overwrite any value that exists in the Reference field.
Selecting a Service Catalog will alter the 'Service Options' to match the defaults from the Service Catalog.

Change Actions

Remove Actions

The 'Remove' Action type will allow a User to remove a Service from active Service. When a Service is Removed it will be set to Inactive so that any unbilled Charges can be Billed. The Aging process will take over from there.

When a Remove Action is created for a Service, a new one cannot be created until the previous Remove Action has been completed.

Task Actions

The 'Task' Action type will allow a User to create a one-time Action on a Service Order, which can be Billed independently of the rest of the Order.

Common Questions about Actions

Scheduled Completion of Actions

When completing an item, a User can either Complete Now to move the item directly into the “Complete” status, or can Schedule Completion for a later date. When an item is scheduled for completion, a background process will Complete that item on the chosen date.

This same process applies to Finalization.

When a User changes the Status of a SD Item a User can either to move the item directly into the “Finalized” status, or can for a later date. When an item is scheduled for finalization, a background process will Finalize that item on the chosen date.

Multiple Open Actions for a Service

PCR-360 checks if there are unfinished Actions when creating a new Service Desk Action for a Service. It asks the User if they still want to create the new Action and shows the Service Desk Number and Action Number of the unfinished Action(s). This allows the User to check the existing Actions to confirm if they wish to create this new Action. It is beneficial for identifying duplicate Actions for the same Service or preventing future errors if there is a pending Remove Action for the Service.