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When using UDFs to track a Service Feature, the feature can be directly requested within CustomerCenter, and makes identifying the presence of the feature quickly accessible from internal application records. However, this will not cause the feature to appear on the Bill, which may make the User of the Service confused when they review their Bill. When not Billing for use of a Service Feature, using UDFs is the recommended method for tracking Service Features. The use of UDFs makes it very clear internally what is available, and what is presently active for the Service via the UDF Tab.
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Using Charges and UDFs
When using both Charges and UDFs to track Service Features, your Organization can get the best of both other methods, with only adding a little extra complexity to ensure the status of the Charges is synchronized with the UDF fields. Through the use of a combination of Custom EventEvents and Escalations your Organization can setup an internal process that when a Service Feature is added or removed from a Service, the Charge will be directly added or stopped on the Service. This does have the limitation of not being able to apply the Charge to the Service Order where the work for the change was done. When Billing for a Service Feature, this is the recommended method for use in tracking Service Features. When not Billing for a Service Feature, this is still the encouraged method, so that the Bill will be the clearest as to what a User is being charged for.
Sample Custom Event
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(this section needs to wait until the code is reviewed, and should be an excerpt to pull in that code from a Custom Event Library page)
Sample Escalation
(this section needs to wait until the code is reviewed, and should be an excerpt to pull in that code from a Custom Event an Escalation Library page)