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The Charges tab provides the User access to manually control how each Service is billed. When the configuration option MODIFY_CHARGES_WITHOUT_SERVICE_DESK is enabled, this tab allows for adding and editing Recurring and Non-Recurring Charges associated with each Service. There are four functions that can be used to control these Charges: Add, Edit, Delete, and Stop. If you do not want users to modify Charges outside of Service Desk, the configuration option MODIFY_CHARGES_WITHOUT_SERVICE_DESK must be set to false.
Add
After clicking the button, the Add New Service Charges form opens. From here, the User can select the Charge Catalog and the Override GLA. The Charge amount auto fills based on the charge for the given Catalog. Sometimes there is an option for a Charge Override Amount based on the Charge Catalog. A description is highly recommended for tracking purposes. The User can select to prorate the Charges or not based on billing needs.
Future Start Dates
When a Start Date is set to be in the future, on a new Charge, the charge will not take effect until that Date. Service Desk Actions will ignore any Future Charges; Charges will take effect on the Finalization Date.
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It is sometimes necessary to manually delete or stop a Charge. There are certain restrictions in place to prevent deleting Charges that have been billed. After clicking the button, a prompt is displayed advising the User about these restrictions, warning the User that Non-Recuring Charges that have already been billed will not be deleted and that Monthly-Recuring Charges that have already been billed will be stopped if they would like to continue with the action.
When stopping a Charge, click the button. A prompt is displayed requesting a Stop date and advising the User about further restrictions placed on stopping charges.
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The Remarks tab provides the User the ability to add comments and Remarks to this Service. By default, a Remark cannot be edited or deleted once it is added. To alter this behavior, see the Configuration Option: REMARKS_EDITABLE.
Adding Remarks
After clicking the button, the data-entry form opens with two tabs. Users can review the Remark on the Remarks tab, or add/edit them on the Edit Remarks tab.
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