Team Costing
You can view and track transactional costs for a single service request, incident, change, problem, or release, or view the costing information in a report.
Costing is tracked by adding up the individual costs of all the tasks associated with a single object. Then the cost of all tasks are rolled up in the costing reports.
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Costing is not calculated for objects with no associated tasks. |
When the owner team is selected for a task and the actual effort field is filled in (upon completion of the task), the Cost field in the task form populates by multiplying the team's average cost per minute by the task's actual effort.
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To view and track cost for incidents, the owner teams to whom tasks are assigned must have the average cost per minutes data set up in their team profile. |
If you are an administrator, you can set up costing for an owner team. However, if you in a manager role, you can only view the average cost per minute for the teams.
Set Up Costing for an Owner Team
| 1. | Log into the Service Desk Console as an administrator, and open the Employee Team workspace. Double-click the team record of the team for whom you want to set up costing. |
| 2. | In the Average Cost per Minute field, enter or modify the dollar amount per minute that is charged by this team. |
| 3. |
Click Save  from the toolbar.
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Calculate the Cost
Costs are calculated by rolling up the cost of all the associated tasks for the object.
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Costing is not calculated when no tasks are associated with the object. |
The cost of each task is calculated by multiplying the actual effort of the task by the average cost per minute of the owner team to whom the task is assigned.
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The owner teams to whom tasks are assigned must first have the average cost per minutes data set up in their team profile. See Set Up Costing for an Owner Team above. |
Calculating the cost of the object while it is still in open state gives you the option of assessing whether the associated costs are on track.
| 1. | Within a record (such as incident, change, problem, or release) with an open status, select the Tasks tab. |
| 2. | Set one or more tasks to completed. |
| 3. | Select the Details tab, then from the action menu, choose Form Actions > Calculate Cost. |
- View the cost in the Cost field of the Details tab.
- The actual effort is multiplied by the average cost per minute of the owner team assigned to a task.
- The Time field is also populated with the sum of the times specified in the Actual Effort field of each completed task.