04-06-2010 07:42 AM
04-09-2010 10:01 AM
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.
04-09-2010 10:17 AM
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.
04-09-2010 10:23 AM
06-04-2010 05:39 AM
06-30-2010 06:54 AM
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.