Process a "Billing change" request (manual version)

“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

   1. If you can’t find it, the charge may be associated directly with a GLA rather than a serviceID. Search in Main > Catalog > GLA and change there directly.

3. (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 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. Check charges to make sure the new state looks right

   8. Save and Close

4. (For Decommissions)

   1. For all charges: Stop charge (as of the date listed in the ticket)

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

   3. Mark Service Inactive (don’t worry, charges will still be billed through the stop date)

   4. Save and Close

5. Correspond with reporter in ticket, resolve it.