Service Desk

The Service Desk icon serves as the portal to many of PCR-360's most critical functions. The Service Desk is designed as the single point of reference for all transactions that add, change, move, or delete any of the services and/or equipment that your organization tracks via PCR-360.

The Service Desk is broken down into these distinct categories: Requests, Estimates, Service Orders, Work Orders, Incidents, Projects, Problems, Quick Ticks, and Legacy. By accessing each group of Service Desk items, Users can assume responsibility for a Service, monitor the progress of a Service, or make alterations to the service process itself.

Most Service Desk Items have the following fields:

• Description - This field allows for a short explanation for what the purpose of the Service Desk Item is.
• Due Date - This field can be set to help track Service Desk Items that must be completed by certain SLA standards.
• Owner - The Owner's contact information is displayed here.
• Requestor -  The Requestor's contact information is displayed here.
• Service Rep - Assignment of the Service Representative who created or was assigned the Service Desk Item.
• Status - The status of the Service Desk Item determines the following actions.

  • Pending - The Pending Status is the initial status of any newly created Status.

  • Complete - When all Workflow is marked complete, the Service Desk Item can be marked Complete. Sets form inputs, Equipment tab, and Contacts tab to read-only.

  • Finalized - Sets remaining tabs; Workflow, GLA, Charges, and Labor as read-only.

  • Hold - Service Desk Item is waiting for further action.

  • Void - Service Desk Item has been determined to be invalid or no longer needed.

  • Billed - A Finalized Service Desk Item with Charge(s) that have been successfully billed out.  Charges that are associated with an Action will cause the Order to be marked as 'Billed' if the Order for that Action is also 'Finalized' (even if the Order does not have directly associated Charges). Any Finalized Service Desk Action with Charge(s) has been successfully billed out will be marked as 'Billed'. 
    
    Note: Once a Service Desk Item's Status is set to "Complete" or "Finalized", PCR cannot and will not roll back this action.  PCR can roll back the database as an extreme measure, but this should be thought of as a last resort.  Think of this process like baking a cake.  Once all of the ingredients are mixed in, and you bake the cake, when you pull the cake out of the oven, you can't go back and remove the eggs from the cake.

• Source - This field will denote the original source of the Service Desk Item. System defaults are Web and Email. Additional List Values can be added by an Administrator to the Type 'SD_SOURCE'. For example, Phone, Tech, Quick Tick, Fax, Text, etc.
• Urgency - Users can set the item’s level to High, Medium, or Low.
• Impact - Users can set the item's level to High, Medium, or Low.

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