Julie, There used to be a Start and Stop clock functionality in the earlier versions of the ITSM Helpdesk apps.. I'm not quite sure if they have carried over that functionality but you could use that if it is carried forward to 6.
This functionality gave the agent the ability to click on a start clock button that started a clock, while he/she worked on the case, and hit the stop clock button at the end, which would calculate the exact time between pressing start clock and stop clock... If start clock was pressed again sometime later, it would add up to the already calculated previous time... This functionality however might not give you the ability to charge back your customer if more than one agent worked on the case... To handle that I might have gone with another form that would be tied to the main ticketing form. This other form could have information of every individual that worked on the case either simultanously or otherwise... The time of all these individuals could be taken into account to decide on the cost of effort put in by these individuals... I would prefer going with the second method, as that would give you more flexibility in terms of charging back your customer either in full or individually for each task. Charging back individually would give you the flexibility to charge back specific departments for specific tasks that may be all related to the same ticket if your customer happens to be a company.. Hope this helps... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. ----- Original Message ---- From: Julie Kanakanui <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, January 24, 2007 4:42:10 PM Subject: Charge back functionality in Remedy Help Desk for service requests? I've been asked to add some fields and workflow to Remedy Help Desk (ver 6) to facilitate recording time spent and/or charges on a Case so we can ultimately charge back some of our clients for certain service requests. Obviously there's probably many ways to go about this, but in general can anyone tell me if there is built-in functionality (I've looked a bit but haven't found anything so far) with the purpose of facilitating charge back's for services? ____________________________________________________________________________________ Sucker-punch spam with award-winning protection. Try the free Yahoo! Mail Beta. http://advision.webevents.yahoo.com/mailbeta/features_spam.html _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
