Process a "Billing change" request (manual version)

“Billing change” request submitted through JSM → Routes to SMO →

1. Assign ticket to yourself, move to In Progress

2. (For Additions of recurring charges)

   1. Check service catalog to make sure you’re clear about what kind of service to add; correspond with reporter in ticket if you’re not sure

   2. In Main > Services > Other Services click “Add”.

   3. Enter details of service:

      1. Other ID: service ID provided in ticket

      2. Service Catalog: name of service offering

      3. Status: Active

      4. Owner - Department: Enter index code, and PCR should correct to the department that corresponds

      5. Click “Save New”

      6. Charges tab: Add appropriate charges (recurring charge for this service, possibly a setup charge, possibly additional charges for additional resources)

      7. Expense GLA tab: Verify that PCR has auto-entered the index code you used before to find the Department

      8. Contacts tab: Click “Add Existing” to add at least one customer contact who is responsible for this service

         1. The ticket may include contact info, or you may need to research a parent ticket where technical setup was done, or you may need to correspond with reporter

      9. Remarks tab: ticket number + comment about what changed

      10. Click “Save”

3. (For Additions of non-recurring charges)

   1. If associated with an ongoing service, either add a (new) service or associate the new charge with an existing service.

   2. If not associated with an ongoing service (SSL Certificate is an example), these should be added without a service; they will end up associated directly with a GLA.

4. (For Changes and Removals) 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.

   2. (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

   3. (For Removals)

      1. For all recurring 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. If the request was to bill an external customer, or to Add a service that has a one-time setup charge for an internal customer, reassign the ticket to Brent (for labor distribution analysis) and @ him in a comment.

   1. Brent: analyze (based on pricing models) whether anything we’re charging here includes labor costs, and provide information on amount and index code of revenue, and team source of labor to Michele (in Subtask)

   2. Michele: Adjust labor distribution accordingly.

6. Correspond with the reporter in the ticket and resolve it.