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The Charges tab provides the User access to manually control how each Service is billed. When the configuration option 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 to modify "permissions" on how Charges can be managed.
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.defaults to ADMINISTRATIVE_USERS. What this means is that non-Admin Users can only Stop and Start Charges through a Service Desk Item, usually a Service Desk Action. If this configuration is changed to ALL_USERS by PCR at the Customer’s request, then any User with access to that form can Stop and Start charges directly on the service. This is often desirable for quick “record-keeping” type updates. At this point, the Admins can still remove access to the Add, Delete, and Stop buttons via system security if desired.
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 Charge will not take effect until that Date. Also, Service Desk Actions will ignore any Future Charges, so that the future Charges; Charges will take effect on the desired Finalization Date.
Editing
The button can only be used after a Charge has been Addedadded. This form allows the User to select from the Charge Catalog and specify overrides when available to the Amount, Quantity, Description, and Expense GLA. Once saved, the Charge generates the records required for billing.
Note: Charges cannot be added to
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Services that are not flagged as Billable.
Note: A
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Default Expense GLA must be supplied on the Expense GLAs tab before Charges can be added.
When a Charge is edited, the User is prompted to select when that change should apply. Selecting "Effective Today" will apply the change immediately, while selecting "Date to Last Billed" will begin as of the date of the last Bill Run. An example of the prompt is displayed below.
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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-Recurring Charges that have already been billed will not be deleted and that Monthly-Recurring 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 chargesfor on stopping Charges, such as Billed Non-Recurring Charges not be deleted, Monthly Recurring Charges being stopped on the Stop Date, and Alternate Recurring Charges (Annual, Semi-Annual and Quarterly) being stopped.
Expense GLAs
This tab is of particular importance to the User organization's financial team in that it allows Users to set GLAs for new Services and edit those of existing Services.
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To set a Default GLA for Service, click the Search Icon Picker Icon () in the Set Default GLA field (see above) and select a GLA from the displayed list. This field adds the selected GLA at 100% and replaces any 'Default' type existing GLAs in the Grid above.
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From this form, the User can set a single GLA or Multiple GLAs quickly and without having to re-open the form multiple times. There are three fields that can be edited on the table whether the User is Adding a Single GLA or Multiple GLAs.
- Expense Type - This dropdown drop-down allows the User to select the Expense Type of the GLA.
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The Equipment tab provides the User the ability to manually associate Equipment with a Service. For example, a specific Phone Service may have a phone set, headset, adapters, etc. associated with that Service. This Equipment can be inventoried separately but can be associated with this Service for tracking purposes. Equipment association does not force the data on the Equipment to match data on the Service however when this association is built with Service Order Equipment on Service Desk the information matches automatically.
The User can manually manage these associations by using either the and button and the
button functionality available on the Services Equipment tab.
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After clicking the Add Existing button, a list of existing Equipment is presented. An Equipment inventory item must exist before it can be associated with a Service (see the Inventory section for Creating a New Piece of Equipment ). Additionally, Equipment can only be associated with one Service at a time. Consequently, this list only contains Equipment that is not already associated with another Service.
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Selecting the button from this Grid does not delete the Equipment entry it merely removes the association. All other Equipment information remains unaffected. When manually editing Equipment, the User should open the equipment Equipment record separately to update any relevant information.
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The Cabling tab allows Users to manually add, change, remove, and view Cable Paths. These Paths can also be built from Service Order Cabling on Service Desk.
Adding a Cable Path
To manually add a Cable Path to a Service, the User adds the path legs Path Legs to the Cabling Grid. These legs form the Cable Path for each service. Once added to the Service, the Pairs/Strands and Ports/Pins/Len become Assigned.
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To change a Cable Path for a Service, the User can edit and assign new path legs Path Legs to the Service into the Cabling Grid.
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The Pools tab provides the User the ability to assign each service to a Service Pool. These Pools are a collection of phone numbers that are grouped with specific Service Catalog requirements. The list of Pools is managed by the Administrator from the Pools section of the application. Each Service must belong to one of the Catalogs or an ancestor Catalog specified on the specified Pool.
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The Alias tab allows the User to create an alias for this service. The Alias replaces the Service ID (phone number) on any rated calls. This tab was created to give the User a method to process and rate calls from Phone Services that are not in the Main > Services > Phones table. The 360 call rating Call Rating process first looks for the originating phone number from the CDR in the Phone Services table. If it’s not found, PCR-360 looks through the Aliases table. If the number is not in the Alias table, the call’s status is changed to Error and it’s saved until such time as 360 knows the number for billing. If the number does exist in the Alias table, the call is processed but the originating number is changed from the Alias value to the number to which it is assigned. A Phone Service can have multiple Aliases.
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The Contacts tab provides the User the ability to manually associate Contacts with each Service. These associated Contacts represent people who may be associated with the Service in some way. These Contacts are separate entries in the Workers/Contacts section of the application that are associated with the Service for tracking purposes. This association can be built manually or via Service Order Contacts on Service Desk.
The User can manually manage these associations by using the Add, Add Existing, and Delete Selected functionality available on the Services Contacts tab.
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After clicking on the button, the User is presented with a data-entry form used to build a basic Contact: First and Last Name, Email, and Phone Number. Adding a new Contact here creates a new record in the Workers/Contacts section of the application.
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After clicking the button, a list of existing contacts Contacts is presented. Contacts can be associated with multiple services. As such, this list displays all active Contacts in the system. Searching through this list and selecting multiple entries allows the User to add all the required contacts. Check each of the Contacts that need to be associated with the Service and click Save.
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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.
The text can be formatted with Bold, _Italics_, or with hyperlinks. Additionally, the User can add ordered lists or unordered lists. Click the button to add the Remark.
Note: Remember that depending on the system configuration Remarks may not be editable once added.
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Viewing Remarks
Selecting the View Remark button opens a read-only data-entry form that displays the text of the Remark.
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An alternative way to add a 'Remark' is from the 360 Search. If a User selects a matching Service from the 360 search results, the Service 360 View form opens. At the bottom of this form, there are a series of buttons. Users can find the 360 View version of the button. Clicking this button brings up the Add New Remarks form as well.
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To attach one or more files, navigate to the Attachments tab and click the Upload File(s) button located on the Grid Toolbar toolbar above the Attachments Grid. The User is prompted to select the file(s) from their hard drive to upload. Upon selection of a file(s), the upload begins automatically.
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One tab that is unique to Phone Services is the 'Locations' tab. This tab only appears when the Multiple Locations flag is checked. This flag indicates that a Phone Service appears in multiple locations and disables the Location field on the main form. From the Locations tab, the User can manually edit all the locations that associated with this Phone Service. This can also be managed from Service Order - Add Locations in Service Desk.
User Defined Fields
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The User Defined Fields tab provides access to any extra fields that are defined for the Service Catalog specified on each Service. Any fields that are defined on for the Service appears on this tab.
See Adding User Defined Fields for more information.
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