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The Charges tab provides the User access to manually control how each Service is billed. 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.to modify "permissions" on how Charges can be managed.
MODIFY_CHARGES_WITHOUT_SERVICE_DESK 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.
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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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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
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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 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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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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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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