Incidents and Customer AgreementsIncidents and Customer AgreementsYou apply a customer agreement and an associated price schedule to an incident in the Incidents (SP) application. When you use the Apply Customer Agreement action, the system searches for a customer agreement and price schedule to apply.
Before you apply a customer agreement to an incident, you must associate a customer with the incident. The customer on the incident can be the customer who is responsible for the location, asset, or configuration item (CI) on the incident. If there is not a location, asset, or configuration item with a customer on the incident, you can add a customer directly in the Customer field.
You can apply an agreement and price schedule that have conditions that match data on the incident. The incident must have a customer. In addition, the customer agreement price schedule must be applicable to incidents.
To select the appropriate price schedule, the system also searches for a match between the following information on the incident and a price schedule. See the Customer Agreements (SP) help for more information about how the system matches agreements and price schedules to the following information on the incident:
classification
internal priority
service group or service group and service
field-level conditions (these conditions are matched to the Conditions and the Additional Price Schedule Criteria sections of the price schedule)
organization, site, location hierarchy, or location
asset types or assets
After you apply a price schedule, the system reviews cost transactions you have reported on the incident and calculates prices for these transactions. The system uses the price schedule to calculate prices. The price schedule can apply pricing rules to labor, materials, tools, and services transactions. View the labor line prices in the Line Price fields of the Time Tracking table. The price schedule also can specify additional fees and charges, such as management, incentive, or penalty fees. You can add to these fees with the Add or Modify Fees and Charges action.
You can deselect an applied price schedule. If there is no price schedule associated with the incident, you can search for and select an applicable price schedule. You use the Select / Deselect Price Schedule action to perform these tasks.