Document toolboxDocument toolbox

.Create a Swap Action v2.1.4.7

Create an Order

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.

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 Add button button.

        2. Set the Action as "Swap".

 Action dropdown 

3. Select the Service for the Order.

Service picker

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 in the field can be entered.

Service picker

       3. Hit Enter

       4. The magnifying glass in the Service field will trigger a form to help select the appropriate Service
       Select a Service form

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

After Selecting a Service:

  1. Select a "Swap Service".

Action dropdown

Note: The Swap Service will be limited to Services with the same Service Catalog or a Parent Service Catalog of the selected Service.

      2. Enter any other required information and click theSave 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.

      

If saved (with or without an SDC) an Action number will be generated next to the SD#.

Swapping Equipment

After saving the Action, any equipment currently on the service and the swap service will be imported into the equipment tab on the action with an action of "Move".

In some cases, it may be needed to swap the equipment, rather than move the equipment with the service. To swap the equipment, i.e. move equipment from the service to the swap service, and from the swap service to the selected service complete the following steps:

  1. Select the Equipment Tab on the action

       2. Double-click on an equipment record This will open the equipment entry form, as seen below
       Add New Service Desk Equipment in Tenant form

       3. On the Equipment entry form, Change the "Action" to "Swap"

      Action dropdown

       4. Click the Save button button.

Close the form.

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. ClickAdd button button.

       3. Enter a Workflow Number.

      Wf Number field

      See Note below for additional information.

      4. Enter the Workgroup

      Workflow picker

     5. If assigning this to a specific person, 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 theSave New button button.

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

  • Workflow 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 theManage Entries button button.

   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 the Save button button.

Help Desk Portal - Email: help@pcr.com - Phone: 616.259.9242