Page Comparison

We notice a mistake, or customer or OIT staff requests a billing reversal or credit →

1. Create a service order (Main > Service Desk > Service Orders)

   1. Owner - Department: (part of OIT that collected the revenue that is being reversed, or provides the service related to the credit)

   2. Requestor: (whoever is actually requesting the credit: you, or Brent, or Michele, or the customer, or OIT staff)

   3. Description like

      1. Ticket# OITSD-12345 Credit for server hosting charges

2. Add charge:

   1. Charge catalog: CRSERVER for server hosting, other specific credit charge code if available (or ask Brent to create one if there doesn’t seem to be an appropriate one)

      1. This is important because the Revenue index on the credit charge must match the Revenue index from the original charge.

   2. Charge override: actual (negative) amount you want to credit

   3. GLA override: index code that should receive the credit

   4. Description: something the customer will understand on their bill

3. Save, Verify total charge amount, change Status to Completed, Save, change Status to Finalized, Save.

   1. Make sure the total charge amount is negative!