Tracking Billable Items in Service-Now
Tracking Billable Items in Service-Now
Open items in Remedy
All items in the billing bucket in Remedy with a status other than “Closed” were moved to Service-Now and assigned to the Billing assignment group.
Identifying Billable Items
Previously in Remedy, in order to indicate an item as Billable, the Remedy ticket was assigned to the Billing bucket, and the billing information was contained in the work log. In an effort to provide the billing team with the fields without having to search the work log, if an item is Billable, the “Billable” check box should be checked on the Incident or Service Request Form. This will then display a number of fields that billing requires. You are *NOT* required to change the assignment group to Billing. Updating the assignment group will have an adverse impact on the metrics reports that are produced on a monthly basis.
Billing Report
A Global Report has been created to provide the billing team with visibility into what tickets are ready to be billed. These will be defined as items where Billable = True (billable check box is checked) and a Billing Status ≠ Pending. This report can be accessed by clicking The “View/Run” link under the Reports menu on the left side.
Clicking the run report button, will generate a report of all CUIT tickets that have been flagged for billing and have an Incident State of Closed. A sample report can be found in the screenshot below.
Searching for Tickets
In addition to using the reporting module, specific tickets or groups of tickets can also be searched for using the “Search Incidents” link within Service-Now. Remember, setting the “Billable” field to True will bring up a list of all items where the Billable check box is checked. A Billable Status of “Pending” means the ticket itself has not yet been closed thus the item is not ready to be billed. This search screen also allows for searching by specific ticket numbers, assignment groups, or any other fields that might be relevant when troubleshooting a ticket.
Summary Points
- All tickets that were not Closed in Remedy were moved to the Billing Assignment Group in Service-Now
- Billable items are identified by clicking the “Billable” check box on the incident or service request form.
- Items that are deemed billable should NOT be assigned to the Billing assignment group, as this will result in these items in metrics foronly billing and notthe Tier 2 group that performed the technical work.
- Billable items have a separate billable status that is set to “Pending” until the state of the ticket is moved to Closed. This is to ensure we do not bill for an item before the service is complete.
- A pre-defined report is available for billable items under the reports section of Service-Now. Ad-hoc reports can also be created for billable items by adding the filter criteria “Billable” = True
- The purpose of the CUIT Billing assignment group is to provide a means within the incident system for the CUIT Help Desk to assign billing inquiries, or requests for information/procedure details