Tags
check policy test policy Virtual Appliances DNS Resolver register invite graphs Dynamic IP Dome shield Integration O365 Comodo Office 365 removal tool CCS removal tool Comodo Secure Email Gateway subscriptions service Dome Antispam Valkyrie report info web Comodo SWG tutorial policy DLP PAC file iboss Bluecoat Websense Comodo Dome ICAP Dome Agent traffic URL C1 account SWG portal SSL Encrypted Traffic Dome Cloud enable widget chart endpoint dashboard file groups Rules exceptions Wi-Fi networks Wi-Fi setup security restrictions iCloud auto containment containment settings virtual file system sandbox environment client access control local configuration Comodo Client Security Rebranding Communication Client Rebranding security client re-brand Comodo Clients application rules global rules Portsets port sets Firewall ruleset rule set rulesets global proxy server global proxy antivirus settings Client Proxy remote control tool Firewall protection firewall settings configuration file export profile PowerShell VBS script Windows Standard Account Endpoint Manager Client Communication (EMCC) server security clients updates vulnerable security patches installed Client Communication Communication Client (CC) submission Communication Client tray icon script OS Patch Third Party Patch Installation Uninstallation Discovery additional package External Device Control external ITarian remote Windows device apps signed-in logged-in identify License wizard on-boarding local Comodo Client Security Mac devices Linux devices MSP customers EM profile Mac OS profile MAC OS X device user device configuration profile copy invoice enrollment Logging Settings SIEM tool external server Account Security mobile console EM device owners ownership remove MAC third party application remote uninstallation software inventory duplicate Name Master Image Golden Image Bulk Installation Package Windows Operating Systems summary information local time External IP address OS summary Devices list MDM profile iOS push certificate create APNs Apple account portal APN Apple Push Notification search bar filter options customer device group group membership managed device trust rating old duplicates removal device name MAC address MSP (Managed Service Provider) Versions Marketing & Sales Customer Relationship Management (CRM) Enroll New Device New Ticket quick actions bar release notes security status activity status profile status Sales funnel Secure Internet Gateway application launch Two factor Time zone Language Lockout time Change Password tokens device enrollment User Groups Manage Profiles User List Management customer report customer assessment customers End-User forms auto response attachments time entry address support User Directory scripts Knowledgebase canned Banlist announcements Hostname mail delivery CommandLine Power Shell PowerShell interface File Explorer Commands Interface Remote devices Remote Tools Paranoid Mode Training Mode Custom Ruleset Safe Mode The charging flow edit contracts Charging Flowchart Global Asset Rates Charging Plans Contracts charges calculated Remove role Edit a role staff interface Exclusions data loss prevention (DLP) network discoveries ITarian Remote Access Tool Tarian Remote Access Tool inactive devices Device removal settings Portal Set-up Malware File Name Security Sub-System communication client UI settings Communication Client Tray remove a department ticket submission configure department synchronize department submit ticket distributing Bandwidths client updates device management Bandwidth conservation malware activity virus scope autoruns Proxy servers fallback flag Inactive discovered devices SNMP Apple Device Enrollment Program set up service explorer manually deploy Comodo EDR agent parent process multiple ticket selection selected tickets security events folder transfer discoveries network management remote folder TLS TLS1.2 pci dss pci compliance ITarian Portal Endpoint Manager vdi environment vdi clone environment instant clone documentation vendor notice security dashboard events resolution remote tool partner onboard unknown file hunter TLS Encryption procedure parameters pass profiles history performance metrics real time remote endpoints download browse service URL Security Components system Global Software Inventory 2 minutes Integrate intagrate Active Directory Portable Interception SSL enable reporting Rule Threat Protection Rule Advance spam Customize archived outgoing incoming administrator validate domains add Antispam type PCI data loss Location Network information start software session extensions appoinments resource connection computers Comodo Rescue Disk infected opportunity opportunities custom relationship management quote COMODO-CRM protect mac device email notifications registry COM Quarantined point system restore msi contained applications processes security client events Release date department registration particular os section Two Factor Authentication Login interface dashboard report generate Direct Download Link One drive Google drive HIPS mode cleanup automatic suspicious suspicious certificates shellcode injection detect Elevated Access system user access default charging groups move current malware list store push IP address ip installer acronis auto-remediation server machine icon Product Logos rebrand backup Device Control data Chromoting WebRTC ports Protocol skip offline manual time entries ticket assignee Help Guide Tour schedule Reschedule appointment unknown application protection Virtual Desktop Local Verdict server manage calculation cost configuration charging SD contract prepaid hours products classification inventory analyze Device list OS patches global search bar Tool bar Windows Defender Security Center file group white Citrix record SPF work billable time onsite email template template variables emails Gmail SMTP disable Add collaborators admin action Audit logs feature requests submit vote remotely Reset proxy swg secure web gateway dome error disk ticket detail page thread section tickets section internal notes Sub-help topic help topic features Application control white_list Patch Management child parent scheduled customized get to headers columns company restrict customer technician remote access list iOS devices field Reports iOS device APN Certificate MAC OS X options Linux block Comodo Client Communication (CCC) allow Comodo Client Security (CCS) network zones active component tray icon hide show packages additional install block port baseline installation package bulk implement restrict firewall endpoints security and communication global export virus import Database folders files define exclusions change staff admin rating check reassign assign permissions new role create for user of device enroll associated use how profile specific Removing Devices Uninstall windows profile Configuration templates latest version clients comodo file ratings monitoring custom All Devices Ratings Track widgets Agent valkyrie malware files Kill chain report automated establishing endpoint remote session Users prevent Android organization windows assets Mac OS billing identified threats Sort Closed inside Program executed containment service desk remote control Locally runs update scan antivirus SLA Business Hours control CCS Password access Client Auto Specific Device Response Application Third party Status View Logs intended devices alert fails Company Information Configure Verdict Patch Procedures Executable Comodo Internet Security ITSM Analysis Command Line Heuristic Filter Unrecognized Trusted File Rate Malicious Purge Calendar Device Exclusion USB Admin Panel Settings ticket Default system-wide Specific Path Details Monitor Multi Set Currency Connected Who Quick Actions Comparison Version Enterprise Managed Service Provider C1 Portal Remote management Comodo Remote Control ticket management staff panel assign tickets
More

How to create and manage charging plans

Release Time
02/24/2018
Views
925 times
Categories
Service Desk
Tags

Click 'Admin Panel' > 'Manage' > 'Charging'

Overview

Charging plans let you define hourly rates for work on specific assets (printers, routers, MySQL etc), or work of a specific type (remote, on-site, telephone). Once created, you can add a charging plan to a customer contract.

Each charging plan lets you define:

1. Default hourly rate (mandatory). This rate is charged for any work not covered by a variable rate.

2. Variable rates (optional). A variable rate is one that you charge for specific types of work. 

You can set up variable rates for work that is:

  • A certain duration ('Longer than 20 minutes', 'Greater than an hour' etc)
     
  • Of a specific support type ('Telephone', 'Remote', 'On-site')
     
  • On a particular type of asset (printers, servers, workstations etc)

You define a variable rate by creating a rule which states the price of a certain type of work. You can add multiple rules to a single charging plan, allowing you to set up different charges for different types of work.  

Service Desk then checks your support tickets and charges the default rate or the variable rate as appropriate.

Default charging plan

If you don’t create a custom plan for a customer, then you can use the default charging plan if required. The default plan is simply a list of rates that you will charge for work on certain assets. The rates in the default plan are called ‘Global rates’.

  • Click 'Admin Panel' > 'Manage' >  'Charging' > ‘Default Charging’ to view and modify the global rates.
     
  • The global rates are charged if:
     
    • The customer does not have a contract 

         OR

       
    • Their contract doesn’t include a custom charging plan

Notes:

  • You can assign a plan to a contract when creating a *new* contract ('Staff Panel' > 'Contracts' > 'Add Contract')
     
  • You cannot edit a contract to add/replace a charging plan. You must go through the 'Charging' interface to assign a plan to an existing contract ('Admin Panel' > 'Manage' >  'Charging').

The charging plans interface

  • Login to ITarian
     
  • Click 'Applications' > 'Service Desk'
     
  • Open the admin panel (see the last link on the left)
     
  • Click 'Manage' > 'Charging'


The charging area lets you add new plans, edit existing plans, and assign plans to contracts.

  • Charging - Name of the charging plan. The plan name to view and edit its details.
     
  • Selected Contracts - Contracts which are using this plan.
     
  • Status Change - Date and time the plan was last updated.
     
  • Status - Whether or not the plan is active. Possible values = Enabled or Disabled.

See the following links if you need help on any area:

Default charging plan

Click 'Admin Panel' > 'Manage' >  'Charging' > ‘Default Charging’

The default charging plan is a list of prices you will charge for work on specific assets. The rates in the default plan are called the ‘Global Asset Rates’.

  • You can edit the default charging plan to set/change the global asset rates at anytime
     
  • Rates for new assets:
     
    •  You must first add the new asset to ‘Admin Panel’ > 'Manage' > 'Assets'.
       
    •  You can then specify a rate for the asset in the default charging plan ('Admin Panel' > 'Manage' >  'Charging' > ‘Default Charging’).
       
    •  See this page if you need help to view, add and manage asset types. 
       
  • The default charging plan is only used if the customer does not have a contract, or if their contract doesn’t include a custom charge plan.

View and edit the default charging plan

  • Click 'Admin Panel' (see the last link on the left)
     
  • Click 'Manage' > 'Charging'
     
  • Click 'Default Charging' from the list of plans


 

  • Charging Name - The label of the default charging plan. You cannot edit the label.
     
  • Asset Rates - The list of assets added to 'Manage' > 'Assets’.

             Set the hourly rate for each asset as required. The rate should be in the default currency of your account at 'Admin Panel' > 'Settings' > 'System'.

  • Click 'Save Changes'.

Create a new charging plan and assign it to contracts

There are two ways to add new charging plans:

Manually create a charging plan

  • Open the 'Admin Panel' (see the last link on the left)
     
  • Click 'Manage' then 'Charging'
     
  • Click 'Add New Charging' at the top of the 'Charging' interface:


 

  • Charging Name - Create a short label for the plan. The plan name will appear in the details page of all contracts to which it is applied.
     
  • Charging Default Rate - The 'regular' per-hour rate that you will charge under this plan. The default rate is applied to all work that is not covered by any 'variable' rates you create.
     
  • Contracts - Select the customer contracts to which the charging plan should apply.
     
    • A contract is applied to a specific customer.
       
    • Click 'Staff Panel' > 'Contracts' to create and manage contracts. See this wiki to read more about contracts. 

 

 

  • Enable after submitting - The charging plan becomes active immediately after saving. By enabling a plan, you activate it on all contracts to which it is added. Leave this deselected if you want       to enable the plan later. See 'Enable / Disable a Charging Plan' for more details.
     
  • Enable variable rating - Create custom hourly rates for specific types of service. For example, you might want to charge a different rate for on-site visits, or for work on a particular type of asset.
     
    • Variable rates are defined by creating a rule with specific conditions. If the conditions are met then the variable rate kicks in.
       
    • You can add multiple rules to a charging plan.
       
    • The 'default' rate is applied to sessions which do not meet the criteria of any rules.

Once saved and enabled:

  • You can return to 'Admin Panel' > 'Manage' > 'Charging' to edit the plan if required.
     
  • You can assign a plan to a contract when creating a *new* contract ('Staff Panel' > 'Contracts' > 'Add Contract')
     
  • You cannot edit an existing contract to change/replace a charging plan. You must go through 'Admin Panel' > 'Manage' > 'Charging' to assign a plan to an existing contract.

Create a variable rate rule

  • Select 'Enable variable rating'



The options for creating a rule are as follows:

  • Operand and Time - The condition for the duration of the service session. Select the relationship operator from the operand drop-down and enter the duration (in minutes) in the 'Time' combo box. For example, you can set the duration as 'Bigger than 120 minutes, Smaller than 60 minutes' and so on.
     
  • Service Type - Choose the service type offered during the session. The available options are:

            Remote

            Telephone

            On-site

            All (work of any type will be covered by the rule)

  • Asset - The type of item that is worked on. The drop-down contains the default assets and custom assets added to your Service Desk account.
     
  • Rate - Specify the per-hour rate to be charged if the above conditions are met.
     
  • Click the '+' button to add more rules
     
  • Click 'Save Changes' to save the plan. If enabled, it will be automatically applied to any contracts that you specified.

Clone an existing charging plan to create a new plan

  • Open the 'Admin Panel' (see the last link on the left)
     
  • Click 'Manage' then 'Charging'
     
  • Select a charging plan which you want to use as a template and click 'Clone'


 

  • Enter a name for the new charging plan and click 'Yes, Do it!'

The 'Copy Charging' interface opens with values from the original plan. You can edit these as required for your new plan.


 

  • Edit the default and variable rates as required. See Manually create a charging plan for more details on the options in this interface.
     
  • The 'Contracts' field shows the contracts to which the source charging plan is applied. Modify the contracts to which new plan will apply as required.
     
  • Variable rating. Configure any variable pricing you wish to implement on your new plan.
     
  • Click 'Save Changes' to add the plan.

Edit a charging plan

You can edit a custom charging plan to change the default rate, variable rates, and the contracts to which it is assigned.

  • Open the admin panel (see the last link on the left)
     
  • Click 'Manage' > 'Charging'
     
  • Click the name of the charging plan you want to edit


 

  •  Edit the default and variable rates as required. See Manually create a charging plan for more details on the options in this interface.
     
  •  The 'Contracts' field shows the contract(s) to which the charging plan is currently applied. Modify the contracts to which the plan will apply as required.
     
  •  Variable rating. Configure any variable pricing you wish to implement on your new plan.
     
  •  Click 'Save Changes' to save the plan.

The changes are applied to the contracts from the time of saving.

Enable / Disable a charging plan

  •  Click 'Admin Panel' > 'Manage' > 'Charging' > select a plan > click the 'Enable' or 'Disable' button above the table.
     
  •  A plan must be enabled before it will apply to a contract.
     
  •  If a charging plan is disabled, it will be removed from all contracts to which it was applied. The contracts will revert to the default charging plan (global asset rates).
     
  • You cannot just re-enable the plan to re-associate it with a contract. You must go into the plan details page and re-select the contracts you require. See Edit a Charging Plan for help with this.

Enable or disable a charging plan

  • Open the 'Admin Panel' (see the last link on the left)
     
  • Click 'Manage' then 'Charging'
     
  • Select a charging plan with 'Disabled' status and click 'Enable' at the top to enable it

 

  • Click 'Yes, Do it! In the confirmation dialogue
     
  • Select a charging plan with 'Enabled' status and click 'Disable' at the top to disable it.

Further reading