In PCR-360, Service Desk Estimates allow a User to put together a cost Estimate for a future Service Order based on Equipment, Charges based on the Charge catalog, and Labor costs. From the Grid, Users can see the Estimate's Service Desk number, status, a summary of the Estimates Charges, Equipment, and Labor among other information.

Estimates

Navigate to the Estimates Grid by clicking Main > Service Desk > Estimates. Double-click on any item in the Service Desk Estimates Grid to access the Estimate data entry form as seen below.

Data Entry Form – Input Fields

The input fields at the top of the Estimates data entry form allow Users to define the Request in terms of its 'Source', 'Status', 'Service Rep', 'Due Date', and more.

Users can easily define 'Source' and 'Status' by selecting the appropriate option via the input field's drop-down menu. Source refers to the source of the request: Web, Email, Tech, Phone, Text, Fax, Quick Tick, API, or Import. Status is used to identify the current state of the Request; whether it is ‘Pending’ , 'Complete', on ‘Hold’, ‘Void’, or ‘Denied’.

When editing an Estimate, Users may also change the Service Rep – the employee who is responsible for the Estimate's ultimate execution. Clicking on the Search Icon in the 'Service Rep' field to up a list of Service Reps from the company’s employee catalog.

Several input fields carry over information from the Requestor in order to simplify the process for the User. Typically, the Requestor's contact information is displayed in the Requestor field.

Keep in mind that, though the 'Owner' and 'Requester' fields list the same contact in the example displayed in the "Service Desk Estimates" image, this is not always the case. The Requestor can request a service on behalf of a different owner.

Tabs

In the image of the Estimate Form above, consider the tabs displayed immediately below the input fields in the data entry form. By accessing these tabs, Users can initiate the process of fulfilling the Estimate by adding specific Workflow actions, applying billing procedures, and a number of other critical functions. The 'Tabs' associated with Estimates are Estimate, Workflow , Contacts, Labor, Activity/Remarks , Email Thread , Attachments, and User Defined Fields .

Creating an Order

When all Equipment, Charges, and Labor have been added to the Estimate, a Service Order may be created from the Estimate. Note that only Equipment and Charges is transferred to the created Order. Labor and Workflow are not transferred to the Order. First, the Estimate has to be set to a Complete status. Then the User can click the button below the Estimate Grid to create an Order from the Estimate. A form is displayed which allows the User to create a new Service Order from the Estimate, or add the Equipment and Charges to a current "Pending" Service Order. To add the Estimate to an existing Order click the picker icon in the SD Number field and choose an Order from the list.

If the Estimate already has a Service Order associated with it, the Service Order is displayed in the field with a link to the Service Order. The 'Create Service Order' button is no longer available.

Editing an Estimate

On the Estimates Grid, double-click or highlight any existing item and click 'Edit Selected' above the Grid to edit the Estimate. After opening an item on the Estimates Grid, the User is presented with the item's data entry form at which point the User can begin adding any required information for the Estimate.

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