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General guidance about creating & organizing new services & charges in PCR

1. Create charge(s) first, then services.

2. The names, descriptions, and category tree organization of charges are visible and prominent on customer bills. So we name and organize charges for customer clarity:

   1. If a charge is the only thing we might charge for a service offering, name it the same as the service offering and organize it under a folder named for the Service containing it.

   2. If multiple charges are relevant to a single service offering, name them descriptively within the service offering scope, and organize them under a folder named for the Service Offering, which itself should be in a folder named for the Service containing it.

   3. If a charge doesn’t relate directly enough to an OIT service offering, organize it under the Other category.

3. Only serviceIDs (the name of the instance) and service catalog names (the name of the service) are used to organize charges in the Services section of bills – service category/folder organization isn’t visible. So we name and organize PCR services for OIT clarity, generally following the same guidance as above for charges.

Charge (catalog item)

Add

1. Navigate to Main > Catalog > Charges

2. If the charge should have a Parent folder/hierarchy, navigate there or create it.

   1. When creating a folder

      1. Click Category checkbox

      2. Name should exactly match a Service Offering or Service (normal title case)

      3. Leave every other field blank

3. Click Add

   1. Provide Name (abbreviated in all caps), Description (normal title case), Type, Default Amount modeled on a similar charge catalog item

   2. Check Allow Override Amount if default amount should be customizable per instance

   3. Set Qty to Disabled if this charge is only billed in full, to Whole if it scales per unit (for instance, if the charge is per GB and will be multiplied by a number of GB)

   4. Set Revenue and Expense exactly as found on another similar charge catalog item, if not provided by the Parent.

      1. Revenue must be the OIT index that should receive revenue from this charge (ask Michele if you’re not sure)

      2. Revenue object codes must begin with “0”; Expense object codes must start with “2” (ask Michele if you’re not sure)

4. Click Save and review your addition.

5. If you are adding a Monthly Recurring charge, make sure to create a matching Annual Recurring version whose charge code has “Y” affixed to the front of its name.

Modify

When you modify the price for a recurring charge, make sure to select Update – Date to Last Billed so that the next billing cycle uses only the new price. (Otherwise the customer may be billed twice, once at the old price and once at the new.) [PCR-360 Documentation]

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1. Don’t delete charges (to preserve history), just mark them Inactive.

2. Reorganize them under the Inactive folder/category.

Service (catalog item)

Add

1. Navigate to Main > Catalog > Services

2. If the service should have a Parent folder/hierarchy, navigate there or create it.

3. Click Add

   1. Provide Name (using style from other similar services)

   2. Check Assignable

      Set Revenue exactly as found on another similar charge catalog item, if not provided by the Parent.

      Revenue must be the OIT index that should receive revenue from this charge (ask Michele if you’re not sure)

   3. Leave Revenue and GLA object code empty, to let these be set by Charges. Only if you need to override the Charges' settings when they are included in this Service should they be set here at the Service level.

   4. Add Default Charge(s) if every instance always includes one or more charge items at a basic level. Otherwise leave this empty, to be provided when service instance is set up.

4. Click Save and review your addition.

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1. Don’t delete services (to preserve history), just mark them Inactive.

2. Reorganize them under the Inactive folder/category.

Service (instance)

Add

When adding a service instance, check what charges are added by default. If there are no charges, you need to add the appropriate one(s). If there are default basic charges, you may need to add additional charges for additional resources.

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Update contact info in Contact Information & PCR-360 (People > Departmental Hierarchy)

Remove/Offboard

1. If customer has a final account balance due that they are not going to pay, write it off

   1. PCR-360: Enter and process a quasi-payment in Admin > Billing > Payments > Add, confirm balance goes to $0

      1. Method of payment: “Write Off”

      2. Description: “Write off final balance”

      3. Everything else (date, invoices, amount, etc.) like a normal payment

   2. Cash Customers: enter a matching quasi-payment line “Write off final balance” so balance goes to $0

2. Move customer rows on Contact Information onto Inactive Contacts Customers tab

3. Move tab in Cash Customers after STOP BOOKEND tab and hide connected row on the Receivables tab

4. Mark customer in PCR-360 (Catalog > G/L Accounts) as Inactive

5. In Departmental Hierarchy, find customer Department under CASH category and move into (Inactive) subcategory

Review balance/bills

Reporting > Bills/Calls > GLA Account Management

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GLAs

Banner index codes are imported automatically every night. Setting the Revenue flag on a particular index code requires a Jira request to PCR /wiki/spaces/ICAT/pages/2205647320 every night.