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How to manage service desk cost calculation using 'Charging Configurations'

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'Charging' feature in the Service desk has been enhanced now. It evaluates the cost calculation for varying rates of time spend.

The Default charging asset shows the asset rate set by the admin for different assets are available. This charging is added to the tickets and contracts. 

To know how charging works with contracts, assets, and billing.Please refer the following link 

Steps [1]: Configure 'Default charging'
a) Go to Service Desk→ Admin Panel → Manage → Charging.

b) Click "Default Charging".

b) Editing asset rates in charging page

In the charging page, the admin can set the asset rates for the default assets available and then click "Save Changes".

c) Charge rates appear on assets

Go to Service Desk→ Admin Panel → Manage → Assets.

Now, the asset charge set by the admin in charging page shown on the assets section.


Default charging will be auto applied to the contracts, tickets for billing calculation if custom charging has not been configured to the "contract" or "no contract" has been made to the organization.

For example, please refer to above default charging configuration. Now, assuming no contract has been made with an organization,  If the staff provided a service for ticket related router then 30$ per hour will be auto applied in the billing report.

Creating a new charging sheet:

If the admin needs to create an additional charge sheet, please refer below topics

Step [1]: Go to "Service Desk" -> "Admin Panel" -> "Manage" -> "Charging"

  • It will display the list of charging which is already created.

Step [2]: To Add the new charging

  • Select "Add New Charging" and fill out the following fields

Changing name: Enter the name for new charging.
Charging Default Rate ($/h): Provide the default charging rate which is used if any of the below rules are not applicable.
Contracts: Select the particular contract or all of the contracts in which you want to add this charging.
Enable after submitting: If we check this option it will become enable state after the submission or else it will be as a disable state.
Enable variable rating: This option helps to add the multiple rules of charging methods using criteria.

  • Operand: Mention the operand for different relation like (Bigger than, Smaller than...etc).
  • Time(minute): Enter the time spend limit in the minute to work.
  • Service Type: Choose the service which type it to resolve or all.
  • Asset: select the specific asset which is related to the work or all.
  • Rate: Mention the total rate of the particular rule.
    For example
  • If the staff provides a service for the server by taking the remote, if the service time exceeds( bigger than ) 10 m, rate of 100 will be applied for an hour. 
  • If the staff provides a service for the printer by taking the onsite, if the service time exceeds( smaller than or equal ) 20 m, rate of 150 will be applied for an hour. 
  • If the staff provides a service for the router by taking the telephone, if the service time exceeds( between) 15 m to 30m, the rate of 200 will be applied for an hour.

Click "Submit" to add the new charging and "cancel" to discard the charging.


Step [3]: Options for Charging

  • The filters can be sorted using the sorting icon next to the column headers are Charging, Status Change Date, Status in alphabetical order.
  • We can either “Enable” or “Disable” Charging using the Enable, Disable button at the top and We can clone an existing charging using "Clone" option.

  Enable: Select a charging and select “Enable “ button to enable the charging.
              Disable: Select a charging and select “Disable “ button to disable the charging.
              Clone:  Select a charging and select “clone “ button to clone the charging.

Example for Enable:

Example for Clone:

Note: Before cloning the specific charging we want to unselect the contracts for the particular charging and click "Save Changes".