Change a Service ID Action

Create an Order

The first step is to create a Service Desk Order.

1. Go to Main > Service Desk > Orders.

       2. Click the button.

       3. Enter the Service Rep (if not populated with the User's name).

      4. Enter the Owner of the new service.

      5. If so desired, enter the Requestor's name.

      6. Next enter a brief description.

      7. Click the  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 the  button.

       2. Set the Action as "Service ID".

       3. Select the Service for the Order.

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 can be entered into the field.

      3. Hit Enter.

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

5. Filters can be added to the columns to shorten the list
      

After Selecting a Service:

1. Choose a new Service ID.

   • For a phone service, click the available service icon next to the "New Phone Number" field.  

   • For an Auth Code Service, click the available service icon next to the "New Auth Code" field.   or generate a random code by clicking the "Generate Auth Code"button

   • For Other service types, enter a new Service ID name into the New ID field.

2. Enter any other required information and click the  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#.

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 tab.

      2. Click the  button.

      3. Enter a Workflow Number.

        See Note below for additional information.

      4. Enter the Workgroup.

      5. If assigning this to a specific person, enter/select the Worker.

      6. If this WF item is ready to be worked, enter a Start Date.

        Optionally, choose a Scheduled Date, and/or enter an Estimated Time to complete the workflow.

     7. Click the button.

• 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 tab.

       2. Click the  button.

       3. Click the  button.

       4. Choose the GLA that will get billed for this Service's charges.

      
      5. If the charges are split between multiple GLA's choose the percentage for this GLA then choose the other GLA's and percentages.

      6. Click the  button.