About Applying a Customer AgreementAbout Applying a Customer AgreementYou apply a customer agreement and an associated price schedule to a problem in the Problems (SP) application.
Before you apply a customer agreement to a problem, you must associate a customer with the problem. The customer on the problem can be the customer who is responsible for the location, asset, or configuration item (CI) on the problem. If there is not a location, asset, or configuration item with a customer on the problem, 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 problem. The problem must have a customer. In addition, the customer agreement price schedule must be applicable to problems.
To select the appropriate price schedule, the system searches for a match between the following information on the problem and a price schedule. See the Customer Agreements (SP) help for more information about how agreements and price schedules are matched to the following information on a problem.
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
configuration items
After you apply a price schedule, prices are calculated for cost transactions you have reported on the problem. The price schedule is used 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 problem, you can search for and select an applicable price schedule. You use the Select / Deselect Price Schedule action to perform these tasks.
Select / Deselect Price Schedule
Add or Modify Fees and Charges