'Actions' are a subset of Orders . Users can add multiple Actions to a single Order as a way to complete multiple tasks related to that single Order. There are multiple Action Types that can be created on an Order. Child data on Actions is displayed on the Order, which allows the Order to act as a repository for all the related Actions. This grouping of Actions in an Order is similar to how a Project can hold multiple Orders.
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.
For more detail on Actions not covered in this article, please see Service Desk: Actions.
Add
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 being 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.
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.
Remove
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.
Change
Change Actions will allow the User to modify any given Service through the Service Desk. A comprehensive list of the Change types and their effects can be found on the Change Actions page.