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</style><p><strong>In this guide we will cover:</strong></p><p id="isPasted"><strong>- How to set up billing rules</strong></p><p><strong>- Worked example</strong></p><p><strong>- Checkboxes "User must be covered by the Agreement" and "Asset must be covered by the Agreement"</strong></p><p><strong>- Checkbox "Allow other Customers Agreement's to be chosen"</strong></p><p><strong>- Checking to see if the action was covered by the Agreements Hours</strong></p><p><strong>- Linking an Agreement to a Ticket Manually</strong></p><p><strong>- Associate an action to a contract without using the contract hours</strong></p><p><br></p><p>For a General Overview of Billing Rules, check out this video here:</p><p><br></p><p><iframe width="560" height="315" src="https://www.youtube.com/embed/TurTMEivKeM?si=4a58WrFfeSBv_Ouj" title="YouTube video player" frameborder="0" allowfullscreen=""><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe></p><p><br></p><p id="isPasted">Billing Rules are an automatic method of connecting different ticket types, charge rates and categories to a specific Agreement(Contract). The same Agreement can have multiple ticket types linked to it. For example, an Agreement can include both incidents and service requests when a user submits a ticket. The billing rules can be used to distinguish what type of labour should be billed for i.e. You may want to bill for the charge type "On-Site" being used on all ticket types apart from ticket types "Incident" this can be done using the correct "catch-all apart from incident tickets" sequencing, as displayed in figure 5. The sequence is how the system checks each line of the billing rules i.e. it will check the first in the sequence and if unmatched it will check the second line, if unmatched then the third, and so on.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Up Billing Rules</span></strong></p><p>To configure billing rules select a client within the clients area > billing tab > billing rules section. To add a billing rule click ‘add’.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVkMmEzOTM0LWViN2MtNGVkOC1hNzc1LTA5OWZjMzY5NjZlYyJ9.2V--qQWOXVDeGLih3cT6ks0Zv84dzz5FYHwcaO4vzJ8" class="fr-fic fr-fil fr-dib" width="1100" style="width: 1102px; height: 534.404px;" height="534"></p><p><strong><span style="font-size: 10pt;">Fig 1. New Billing Rule</span></strong></p><p><br></p><p>From here you can set an action on a ticket to be billed in a particular way or covered by an existing agreement if it meets criteria set here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4NGE2ZTBjLWNlMWYtNGEzZi1hZjM1LTEyMWIzYTM5N2Q3OSJ9._bBCKTw4rO-Kc8K2gALM7wYBFAd8n-0kWD81b4T7y3Q" class="fr-fic fr-fil fr-dib" width="634" height="735"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzYTczOTI3LTRlNmUtNDBiNS05MTZmLTY0ZWQ3ZWFhYzEwNiJ9.lgbN-nGFTqT_vh7GLRZ9FetiiWDea2NJwd17qSQzbW4" class="fr-fic fr-fil fr-dib" width="641" height="815"></p><p><strong><span style="font-size: 10pt;">Fig 2. Billing Rule Options For a New Line</span></strong></p><p><br></p><p><span style="font-size: 11pt;">You will have an option against the billing rule to set if the rule is active or not. This allows you to store billing rules that are no longer in use so you can keep the legacy data in your database without having to delete the rule. Useful for auditing. </span></p><p><br></p><p><span style="font-size: 11pt;">You can add filters to a rule via the "Filters" table. Here, you can set additional criteria that must be met for the action to meet the billing rule, based on fields against tickets, actions or agents. For example, you can set criteria based on a custom field against a ticket, or based on an agent's role. </span></p><p><br></p><p><span style="font-size: 11pt;">You will also have an option to set a start and end date for the billing rule. If set, the rule will only apply to actions completed within these dates (this also applies to actions that have been back/forwarded dated). This allows you to keep historic billing rules as well as set up billing rules in advance, useful when setting up a new contract for a customer that has not yet started. </span></p><p><br></p><p>The example below shows when an Incident or Service Request ticket type is logged with client Acorn Construction, it will be billed based on Agreement: SP0001.</p><p><br></p><p><em><strong>Note: </strong></em><strong><em>"Working Hours are Those of The Customer" refers to the SLA's being used on the ticket. SLAs can be set per ticket type, using rules or overridden per customer. </em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxMTE4MWE1LWVkYmYtNDdjNy1iZDNiLTJiZTg1MWZhYmM1MSJ9.beelj7nYehOVy_58RfTpYeoimZmaTflTiVwvjebIwGc" class="fr-fic fr-fil fr-dib" width="1224" style="width: 1226px; height: 225.462px;" height="225"></p><p><strong><span style="font-size: 10pt;">Fig 3. Setting a Billing Rule</span></strong></p><p><br></p><p>If the ticket that is logged is not an incident or request and the remote support charge rate is not selected (if the ticket type is Incident), then any other combination will be treated as ‘Pay as you go’ as I have clicked on "Pay as you go" for unmatched criteria.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzZDBkZTNkLWJiYjctNDYwZi1hOTQ5LTExNDBjOTBiMjk4ZiJ9.jqmRa61Ot0xAj3cKH_5-N1JSR1uF0cvICSpGrXcmxYA" class="fr-fic fr-fil fr-dib" width="183" height="107"></p><p><strong><span style="font-size: 10pt;">Fig 4. Treat Unmatched as</span></strong></p><p><br></p><p>The sequence on the list shows how Halo iterates through the lines to match on criteria and decide whether or not to bill or add to the Agreement. If you have a criteria set that is catching all tickets of a certain type for all charge rates, you will want to leave this further down the list so that the more niche criteria matching is matched on first before the generic ones that might be a catch all type of billing rule.</p><p><br></p><p><strong><span style="font-size: 14pt;">An Example of Remote and On-Site Support Coverage</span></strong></p><p><span style="font-size: 11pt;">Many of our Halo customers may find the following Billing Rule a good standard for dealing with all cases in a simple manner:</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxMDc0NmExLThjYmItNDI2OS04NzA3LWRjZWM4ODJhN2E1OSJ9.W3mewyT22PJxu0JxpVqkEtIyi3EDJp925kmGSA2MB_w" class="fr-fic fr-fil fr-dib" width="1023" height="227"></span><strong><span style="font-size: 10pt;">Fig 5. A Catch All Excluding Standard On-Site Support</span></strong></p><p><br></p><p><strong>The sequencing of the billing rule, is set up the following way:</strong></p><ol><li>If the client has a high priority issue when you are on-site, that will be covered by the contract</li><li>When there is on-site support it will be a pay as you go service</li><li>All other support that is not caught by the initial two lines in the Billing Rules, will be consumed by the contract</li></ol><p><strong><span style="font-size: 14pt;">Checkboxes "User must be covered by the Agreement" and "Asset must be covered by the Agreement"</span></strong></p><p>Within an Agreement there are tabs for assets and users, each contain a table where you can input the respective lines. The below options can be checked on when adding lines into a billing rule.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmN2RkZDM0LWFjYzEtNGQ5My04YmUyLTIzYzZkNGE1MDZhNyJ9.pLm5SnV4gf_DxHT_DqDed5_BurKUNOeOzTJIMfMOOGE" class="fr-fic fr-fil fr-dib" width="399" height="95"></p><p><strong><span style="font-size: 10pt;">Fig 6. Options for agreement cover on the configuring of a billing rules criteria</span></strong></p><p><br></p><p>If either of these settings are clicked, the asset or user assigned to the ticket, will have to appear in the table on the Agreement in order to be caught by the Agreement and for the time taken to come out of the agreement. Time taken from the agreement is displayed on the ticket.</p><p><br></p><p><strong><span style="font-size: 14pt;">Checkbox "Allow other Customers Agreement's to be chosen"</span></strong></p><p>This will allow you to consume hours of another clients Agreement but within the same billing plan i.e. the ticket was for Client A but the charge rate associated was specifically related to Client B, then you could set on the criteria of the billing rule that if i.e. charge rate is "Remote Support For Client B" then take time from the Agreement associated to Client B.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2YjM4ZTRmLWQ1ZGQtNGMyZS1iYjU4LWQ2MzFlMmY2MzRlOSJ9.jBi2CyZ2osAHoqGEex35gJUpqeUxVCkZRu5qt_sb3wQ" class="fr-fic fr-fil fr-dib" width="516" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 7. Checkbox for "Allow other Clients Agreements(Contracts) to be chosen"</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Checking to see if the action was covered by the Agreements Hours</span></strong></p><p>Now when I add a remote support charge rate to an action on a ticket that will have a ticket type caught by my billing rule, the time taken on the action will be deducted from the Agreement.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyOTgzZTgyLWQ2NTYtNGJjNy1hNWE1LWE5ODI5MWFmODY1ZCJ9.RjiJiKbD-vJzAv-rbUc_SzLKYwWpybYcLk9dpVRKSnA" class="fr-fic fr-fil fr-dib" width="403" height="200"></p><p><strong><span style="font-size: 10pt;">Fig 8. Agreement Hours Shown on Action</span></strong></p><p><br></p><p>Clicking on the ellipse of the action and going to the time tracking tab, we will see the following information, the Agreement ID can be clicked into, to check to see if the correct Agreement has consumed the time for the charge rate.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyNTQzMjMxLTUwZDItNDUxMi04MTgyLTBlNGI5NTQxZTc5ZSJ9.fyyif1bFbxGM3mUU5PHo8Nq5M3-rdZJkGB2U4nG4nM4" class="fr-fic fr-fil fr-dib" width="354" height="328"></p><p><strong><span style="font-size: 10pt;">Fig 9. Clicking on Edit Action</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYwYmM2ZTQ1LWY4Y2QtNGJhZi1hM2VmLTAwMTYzNzVkYWFhNCJ9.fLR2c0tvEnii1MlABznqPkGjj3s67twWcHfqOMpz1M4" class="fr-fic fr-fil fr-dib" width="269" height="191"></p><p><strong><span style="font-size: 10pt;">Fig 10. Billable Info on The Time Tracking Tab of The Action</span></strong></p><p><br></p><p><em><strong>Note: </strong></em><strong><em>It is important to note that the Billed Hours will come in to play as soon as the client goes over their hours set on the Agreement. If hours per period are exceeded, time on actions will be billed for i.e. Awaiting Review or in Ready for Invoicing *Explained in other guides*. There are also some other configurable behaviours in the Agreement settings, explained in the admin guide for Agreements.</em></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhOGUyNTFiLTUzZTEtNDU5NC04MmQ1LTUxZDA1MGE5Y2ZmMyJ9.FCVxv6Js9dVbPo1WA1PWDbTMV3R72zmgWUJguSlusKc" class="fr-fic fr-fil fr-dib" width="185" height="127"></p><p><strong><span style="font-size: 10pt;">Fig 11. Hours Per Period on The Agreement (If exceeded, time on actions will be billed for i.e. Awaiting Review or in Ready for Invoicing *Explained in other guides*)</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Linking an Agreement to a Ticket Manually</span></strong></p><p>Another method of linking an agreement to a ticket is done when a new ticket is raised (see image below). This manual method is typically done by organisations who have not set up billing rules.</p><p><br></p><p><em><strong>Note: </strong></em><strong><em>It is important to note that if billing rules have been set up, it is advised not to use this method as this will override the billing rule.</em></strong></p><p><br></p><p>If billing plans have been set up, you can add/remove the Agreement field in Configuration > Tickets > Ticket Types > Field List > Edit and Remove Agreement Field.</p><p><br></p><p>On the newly created ticket, once the end-user details have been selected and the appropriate ticket details have been noted, the agent will then have to select the Agreement that relates to the ticket. </p><p><br></p><p>When all the details are correct, submit when completed.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjODY0ODMyLTMzNDQtNDk2YS1hZWI0LWFkMDQyNmI0YTBlNCJ9.RP51Q73ahNTLIkWVBt8250NkkvKPehaDZ2yoe-PTfWE" class="fr-fic fr-fil fr-dib" width="1434" height="922"></p><p><strong><span style="font-size: 10pt;">Fig 12. Setting an Agreement against a Ticket</span></strong></p><p><br></p><p>If the agent of the ticket has selected an amount of time that has now gone over the over all pre-set amount of hours within the Client Agreement, the chargeable hours will appear within Invoices > Ready for Invoicing > Labour or Awaiting Review If turned on. Again, other configurable options detailed in the admin guides can cause other behaviour as explained in the guide.</p><p><br></p><p><strong><span style="font-size: 14pt;">Associate an action to a contract without using the contract hours </span></strong></p><p>Time can be assigned to a contract but not be part of the included hours so that it can be invoiced. You can set billing plan lines to appear against the agreement but also appear in ready for invoicing. Within the billing plan line configuration, you can set the "Billing Plan" single select to be the associated contract, this will make the checkbox option "Do not use Agreement hours (Labour will be invoiced)":</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZGNkYTJlLTM1YzMtNGU2NC05MGE3LTc1YzFiYjNlODg4NyJ9.B2R3pSpPFgtDMe9XDmsmznFK7yi8e6AzfIdpkwkE3hs" class="fr-fic fr-fil fr-dib" width="666" height="799"></p><p><strong><span style="font-size: 10pt;">Fig 13. Do not use Agreement hours setting</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Now, any actions that meet this criteria will be associated with this contract, but the time will be charged separately to this agreement. </span></p>
