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How to billing in service desk according to assets and organization

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Service Desk

The billing feature in the service desk helps you to easily manage the cost for the services you provide to your clients. You can define unique service plans by creating customized service contracts for the organization. This provides an accurate and automatic billing system.

To set the billing system you should set some billing related option in the following modules,




4.Ticket Settings & Options


1. Assets:
For every service provided to the clients, the administrators can set the global rate.These global rates will vary for the assets.The billable amount will be added to either weekly or monthly bill.

Steps to create an asset and set global rate to that asset:

In default there will be some assets available, the global rates of those assets can be edited.

STEP [1]: Go to Service desk →Admin Panel ->Manage -> Assets. The Default assets and custom alerts will be loaded.

STEP [2]: To add a new asset click “Add New Asset”, Asset Page loads.Give the Asset name and Global rates and click save button. A new asset will be added with the status “enabled”.

  1. Asset name - Name of the Asset.
  2. Global rates - Give the rate that need be charged for the service.
  3. Status - Defines the status of the asset.There is three type of status “Default”, “Enabled ”, “Disabled ”.

                     1.The asset with status “default” cannot be disabled.
                     2. The custom assets can be either “Enabled ” or “Disabled”


2. Charging:

    Service desk has been enhanced new feature which is "Charging". It evaluates the cost calculation for varying rates of time spend, for work on specific assets and for specific types of support (remote, telephone, on-site).This charging is added to the tickets and contracts.

    Please refer the below link for detail information about charging, 


3. Contracts:

   The services provided to the customer organization can be managed by creating a contract.The contracts can be customized based on the customer and your needs.You can define billing period, rates to the asset, Prepaid hours, unused can be carried forward or not etc.

  Please refer the below link for detail information about contracts, 


4. Ticket Settings & Options:

The time spent by the staff on the ticket can be made billable by setting the following option in the “Ticket Settings & Options”

Step [1]: Goto Service Desk ->Admin Panel->Setting->Tickets.The “Ticket Settings & Options” page will be loaded.This page helps you to configure the setting for the tickets which are raised by the end user and the staff.

Step [2]: The billable time will be calculated based on the Time setting.

         1. Change Interval - The change interval determines the rounding off billable time.
             For example, the "change interval" is set to 3 minutes, and if the billable time spent by staff records as 1.45. It will round off the recorded billable time from 1.45 to 3 minutes.

         2.Time for threads- If this option is enabled, the automatically time will be displayed while working on the ticket.The staff can record his timing using the record icon.

         3. Manual time entry - If this option is enabled, the staff other than who working on the ticket can log their work.

        4. Round billable time - The “Round billable time”, allows you to set the rounding off billable time of the ticket.

      There are two choices available.

         1.Calculate billable time without rounding- If enabled, the billable time will be l round off after summing up all the time.

         2.Round each billable time separately - If enabled, when you record the billable time, the time spent will rounded off and saved.
Please refer below illustration which has

  •     change interval - 3 minutes
  •     Time for threads- Enabled
  •     Manual time entry - Not Enabled
  •     Round Billable time - Round Each billable time separately.

  • While reply to the ticket it will calculate the time spent and we want to select the particular service type in which that ticket working  and enable the billing option to genereate the ticket.

For example : The billable time is recorded when with option enabled "Calculate billable time without rounding"


If the Time for threads is not enabled, the staff can manually log their work through "Add Work Time " option in the Time Spent .

Please refer the illustration

Once the Contracts is made, the services that fall within the "Prepaid Hours" will not be added considered the billable.If the time exceeds the "Prepaid Hours". the billable charges will be applied to services provided based upon the rates mentioned in the contract and also based on the other factors defined in the contract.

For the non- contract services, the billing will be applied based on the global rates.

5. Reports:

The Reports component helps to generate a report for different context.

The cost for the billable time recorded can be generated for separate organisation or all organisation.

Various types of cost calculation are given below :

1. The contract fee is assigned without the prepaid hours and charging then customer is charged only the fee specified in contract.

   Result: "Unlimited work on any asset for the flat-rate fee. Customer will not be charged additional rates."

2. The contract fee is assigned with the prepaid hours (unlimited) and without charging.

  Result: "Unlimited pre-paid hours over-rules charging plans and global asset rates."

3. The contract fee is assigned with the spesified prepaid hours and wihtout the charging .

  Result: "Customer is charged the fee at the interval you specify. Prepaid hour covered by the fee.

4. The Global Asset Rate is mentioned in the specific ticket, The contract fee is also assigned with the prepaid hours and without the charging.

  Result: "Customer is charged the fee at the interval you specify. Pre-paid hours are included in the fee. After pre-paid hours are used up, customer is charged at global asset rate."

5. The Global Asset Rate is mentioned in the specific ticket , The contract fee is also assigned with the default charging and without the prepaid hours.

  Result: "Customer is charged the fee at the interval you specify. The time spent on all service sessions is charged at the default hourly rate in the charging plan.

6. The Global Asset Rate is mentioned in the specified ticket, The contract fee is also assigned with the limited prepaid hours and default charging plan.

  Result: Customer is charged the fee at the interval you specify. Pre-paid hours are included in the fee. After pre-paid hours are used up, customer is charged at the default hourly rate in the charging plan.

7. The contract fee is assigned with limited prepaid hours and the variable rate for specific types of work in charging plan.

   Result: Customer is charged the fee at the interval you specify. Pre-paid hours are included in the fee. After pre-paid hours are used up, customer is charged at the variable rate for specific types of work, and the default hourly rate for all other types of work.


Step [1]: Go to Admin Panel → Reports → Costs.The Reports form will be loaded.


Under cost Section, give "Period From","To" and "organisation" and click Go

For Example:

Period From : 2017-06-01

To :2017-06-02

Organization: Taylor Info Pvt Ltd

The cost report for will be as below

Organisation : The name of the organisation to which ticket belong.

Monthly Fee : The Monthly fee details which are provided in the contract will be displayed here. In this case monthly fee is zero because the contract has not commenced yet for this organisation.

Tickets : The handled Ticket related to the organisation will be listed here.

Assets : The Assets which are handled in the ticket will be listed here.

Asset rate per hour : The amount set for an asset will be listed here. It depends on the global rate or the rate defined in the contract.

Billable Time : The billable time spent on the ticket.If there are predefined hours the time spend on the ticket will not added to this list till the time exceeds.

Billable time cost : Cost of the billable time

Material : The cost of the material used to resolve the tickets.

Sum : Sum of the Billable and Material cost.

This report can be imported either in Export to PDF or Export to CSV.

Example :Report includes all the Organisation.