Page Comparison

“Billing change” request submitted through JSM →

...

Routes to CIO Admin → Michele

...

transfers to SMO →

1. Assign ticket to yourself, move to In Progress

2. (For Changes and Decommissions) Find service instance in Services > Other services, search for service ID

3. Decommission

   1. for all charges, stop charge

   2. in Remarks, add ticket number

   3. mark service inactive

   4. Save

4. Change

   Find charge

   (For Changes)

   1. Find charge that should be changed

   2. Check service catalog to see what’s included in base rate

   3. Update description with math & current ticketUpdate quantity with resultDescription with your calculation (total - included = extra/billed)

   4. Update Quantity with extra/billed amount

   5. Save and Close (responding Date to Last Billed)

   6. Add Remark: ticket number + comment about what changed

   7. Save, Date to Last Billed

   8. Check charges to make sure the new state looks right

   9. Save and Close

5. (For Decommissions)

   1. For all charges: Stop charge

   2. Add a Remark: ticket number + comment about what changed

   3. Mark Service Inactive

   4. Save and Close

6. Correspond with reporter in ticket, resolve it.
   

...