Process a "Billing change" request (service order version)

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

This is the version of this procedure that uses PCR service orders; you can also make changes manually if you prefer.

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. Add using Service Order

3. (For Additions of non-recurring charges)

   1. If associated with an ongoing service, either add a (new) service in the service order 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 in the service order without a service; they will end up associated directly with a GLA.

4. (For Changes and Removals)

   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 (using manual method).

   2. (For Changes)

      1. If necessary, check service catalog to see what’s included in base rate

      2. Make change using Service Order

   3. (For Removals)

      1. Remove using Service Order

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)

      1. At the end of MONTH, we (INDEX CODE) will receive $AMOUNT of one-time service revenue (WHAT IT’S FOR) intended to charge back for X hours of labor performed by the TEAM team. (OR: PERSON in their role as JOB if it’s more specific than a team).

   2. Michele: Adjust labor distribution accordingly.

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