Showing results for 
Search instead for 
Do you mean 
Community Home Request Access Read Blogs Share Your Ideas Search Community View My Settings
Reply
New Member
Posts: 4
Registered: ‎04-06-2010

Billable time

Is there a way to record time on a call with taking it away from their contract time? We have some calls that need to have the time taken away from their time on their contract and some that do not. Is there a way to do this?
Copper Elite Contributor
Posts: 40
Registered: ‎03-31-2010

Re: Billable time

They way we do this is to change the charge type to an activityrate that has a zero value.  This may not help you if your contract is based on hours, which is why we do all our contracts base on dollars.  That we can show the customer the amount of time we spent on these 'no charge' items.

 

Regards,

 

James Sutton

James Sutton
Highlighted
New Member
Posts: 4
Registered: ‎04-06-2010

Re: Billable time

We have to do ours based on hours.
Copper Elite Contributor
Posts: 40
Registered: ‎03-31-2010

Re: Billable time

It sounds a little contradictory to say you need to base the contract on hours but you want to record some hours and not others.  In anycase all I could suggest is to modify the code/sql which updates the contract remaining value to ignore hours from ticket activities with a zero value activity rate.  That should be fairly simple and you should be able to make the change in a single place.  You'll just have to watch to carry across this logic to any crystal reports you may have which report from the elapsed units value on the ticket activity itself.

 

Regards,

 

James Sutton

James Sutton
New Member
Posts: 4
Registered: ‎04-06-2010

Re: Billable time

We have some calls that are we would want to deduct from their contract time and at times issues such as defects, validations etc that do not deduct from their contract time. We were wanting to be able to do this but still be able to capture all the call lengths in reports ( ie when calls came in, average call length, # of types of calls etc etc)
Nickel Contributor
Posts: 66
Registered: ‎03-30-2009

Re: Billable time

You could always look at the ticket functionality in SalesLogix. Using the Punch-In Punch-out button will collect time spent on a perticular ticket and the tickets can be associated to a specific controact if need be. This is out of the box functionality that could be slightly changed to fit your needs.
New Member
Posts: 4
Registered: ‎04-06-2010

Re: Billable time

We use the punch in/punch out method but only for calls that are supposed to have time taken off their contract. 

 

Sometimes we might get a call for validation or a bug/defect and they do not get charged for those. Sometimes we do not figure out it a bug/defect till towards end of call. If we use the punch in/punch out method it deducts the time from their contract which we do not want since they do not get charged for those calls.