(2024.2) Catalog
- David Engblom
PCR-360's Catalog section provides a comprehensive list of all the types of Services, Equipment, Charges, Features, Locations, G/L Accounts (GLAs), and Service Level Agreements (SLAs) that the User's organization has defined.
Users employ the Catalogs much as a typical consumer might employ a catalog of retail goods.
Keep in mind that Catalogs are not lists of Services, Equipment, Charges, Features, SLAs, G/L Accounts (GLAs), or Locations that are currently possessed or employed by the User's organization. Instead, they are lists of available types of Services, Equipment, Charges, Features, SLAs, Locations, and G/L Accounts (GLAs) that the User organization could access or employ if deemed necessary by the User.
Accordingly, Users can edit Catalogs by adding, deleting, or editing items on the Catalog grid. Users cannot order items or services in this section. Users can only edit the choices that appear to Users who access the Catalogs from the Service Desk.
Catalog Sub-sections
Navigate to 'Catalog' in the Main menu. By clicking on the 'Catalog' item, Users are presented with a number of specific Catalog options.
The Services Catalog lists any type of Service that the User's organization could provide to customers or other Users. If a User deems a specific type of Service necessary to fulfill an item from the Service Desk, the User can order the appropriate Service from the Services Catalog.
The Equipment Catalog lists any type of Equipment that a User could order for any purpose – be it the fulfillment of an item from the Service Desk or the fulfillment of a User's personal Equipment needs. Remember, these Equipment types represent available Equipment Types, not actual Equipment in a Warehouse ready to fill an order.
The Charges Catalog lists any types of Charges that can be applied or attached to a piece of Equipment or a Service.
The Features Catalog lists any types of Features that can be applied or attached to a Service. For example, a User could apply an 'Allow music on hold' feature to a Phone Service.
Note: Available Features are used only in conjunction with the Communication/Switch interfaces.
The SLA Catalog lists any default types of Service Level Agreements – typically a set of circumstances surrounding a Service as agreed upon in a contract – that can be applied to a Service Desk Action, Incident, or Service.
The Locations grid lists any Location a User can specify for a piece of Equipment or Service.
The GLA grid lists General Ledger Accounts the system can use for billing.
Adjusting Catalog Hierarchy
A common feature to each sub-section of the Catalog module is the hierarchy Tree . This view allows the User to adjust the relationships of the Catalog items quickly and efficiently. There are three ways that relationships can be defined:
By adding a new item at the desired level (the Parent to the new item is selected in the Tree).
By dragging and dropping the desired item to its new location within the hierarchy.
If a Parent is moved into another relationship, all Children of that Parent follow and keep their connection throughout the move.
By right-clicking on an item, choosing "Cut", right-clicking again on the new location, and choosing "Paste".
If a Parent is moved into another relationship, all Children of that Parent follow and keep their connection throughout the move.