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Configuring the time billed feature for incidents
Answer ID 328   |   Last Review Date 07/22/2019

How can I enable and configure the time billed feature to track agents' time with incidents?

Environment:

Workspace Relationship Items
Oracle Service Cloud

Resolution:

The time billed feature in Oracle Service Cloud allows staff members to add, edit, or delete billable time to different incidents. It allows the ability to bill time to a specific staff member and to a pre-defined, billable task.


Enable the Time Billed Feature

The time billed feature is enabled through the incident workspace used by the staff member. The workspace must include the Time Billed relationship item in the workspace. Typically, the Time Billed item will occupy a single tab within the workspace.

Note: The standard incident workspace (located in the Workspace Explorer > Standard folder) includes a tab named Time Billed that has the Time Billed relationship item included. You can copy that workspace and edit it for use by staff members.

Within the workspace, the Time Billed relationship item includes two properties that addresses when time billed is required:

  • Time Required For Edit -- Select Time Required for Edit if you want staff members to be required to add a time billed entry each time they edit an incident.
    Note: An entry will not be required if the Time Billed relationship item is hidden on the workspace.

  • Time Required For Solved -- Select Time Required for Solved if you want staff members to be required to add a time billed entry each time they solve an incident.
    Note: An entry will not be required if the Time Billed relationship item is hidden on the workspace.

To require time to be billed when saving incidents, use the steps below:

  1. Open the incident workspace for editing. 
  2. Click the Time Billed tab and then from the ribbon click the Details tab. 
  3. Enable the Time Required For Edit and/or the Time Required For Solved properties by clicking the Time Required button located in the Options section of the Details tab. 
  4. Save the workspace.

For more information on editing workspace properties, refer to Answer ID 2518: Setting Properties in Workspaces.

 

Define Billable Tasks

In addition, you can define specific task types for your staff to bill time to.

  1. From the Configuration items, select Application Appearance > Customizable Menus.
  2. Double click Billable Actions.
  3. On the ribbon, click the New button. Enter the name of the billable action and click Save.
  4. After adding several items, note that you click the up/down arrows to re-order them in the list.


Adding Time Billed to an Incident

To add time billed to an incident, the workspace used for editing the incident must include the Time Billed feature.

  1. From the open incident, click the Time Billed tab.
  2. Click the Add New icon in the toolbar on that tab.
  3. In the pop-up window, set the Date, Billed By, Billable Task and Duration fields (all of which are required). You can also add a note.
  4. Click OK to add the task.
  5. If you need to edit the time billed, you can highlight the row and click Open.

After adding time billed, you can continue to work within the open incident. In order for the time billed to be saved with the incident, you must still save the incident that was edited. If you cancel out of the incident, the time billed is not saved with the record.


For additional information, refer to the 'Relationship Items' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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