Charges are the way to log the work performed for the Ticket. Charges can be billable or not-billable (read more about Charges in the Introduction to Charges and Billing in Commit), depending on the service agreement that was agreed upon with the customer.
In this demonstration, we will add a simple Labor Charge using the System Global Contract, and will set the Rate during the process:
| 1. | Open the Ticket window. |
| 2. | Go to the Charges tab. |
| 3. | Click the New  icon at the bottom on the screen. |
| 4. | Select Labor Charge… |
| 5. | The new charge window will open. Note that the Account, Ticket and Contract are already selected according to the Ticket information. |
| 6. | Select the default Labor Item. |
7. Fill in the To-From time and click the total time button to copy it to the Hours field (you can manually enter the hours if you prefer).
8. Add a description of the work performed to keep a log of the activity.
| 7. | Save & Close. |
| 8. | Note that the Billable flag will be set by default. This is the default behavior for Global Contracts. |
Tip: Adding the Charge appears as an event in the activity History of the Ticket Resolution/History tab, and in the Account History tab (check the Detail check box on the bottom-right corner of the History tab in order to view internal history events).
Note that you can go directly to the Account window from the Ticket by right-clicking the Account field in the ticket General tab and selecting Show Account… |