Tracking Costs for an Incident

This topic shows how costs are tracked for an incident. You can use the same procedures to show costs for a service request item.

When you create an incident, you can assign tasks that have costs associated with them. Costs are automatically captured in the record when a task is set to Completed.

Add Tasks to an Incident Record

Log into the Service Desk console as Administrator, open the Incident workspace, then create a new incident without using a template. (See Working with Incidents.)

Enter information into the following fields from the Details tab.

Incident Fields

--fields--

Field	Description
Customer	Enter a name or Administrator.
Summary	Type a title, such as "Mobile Phone."
Description	Type a description, such as "Track Cost Items."
Service	Choose Mobile Communication from the drop-down list.
Category	Choose Device Failure from the drop-down list.

Other fields can be left as is.

Click Save

from the toolbar.

To resolve this incident, let's say you need to assign a task.

From the Task tab, create a new task. (See Creating a Task.)

In the New Task window, enter information into the following fields.

--fields--

Field	Description
Summary	Type a title, such as "Pick up phone from user site."
Team	Choose a team from the drop-down list.
Owner	Choose a name from the drop-down list.

Other fields can be left as is.

Click Save. The window closes.

Select the task item from the list, then click Accept from the toolbar. Here, you are triggering the workflow for the incident.

Click Complete from the toolbar. A text box comes up.

Enter the number of minutes spent on the task. For example, 60.

10.

Click OK.

The task is saved and shows up under the Task tab.

The task cost appears under the Cost Item tab.

The task cost also appears in the CI Service workspace.

Costs only appear when the task is Completed.

Only tasks defined in the Task Catalog are tracked (ad hoc tasks are not tracked).