HaloITSM

HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Charge Type Overrides Explained

Charge Type Overrides Explained

The default hierarchy for Charge Types the system checks when updatec (hierarchy going from top to bottom):

  • Ticket Type
  • Action
  • Agent

With the charge type applied on an action and the setting "Charge Type will override ticket default" on:



The hierarchy will be:

  • Action
  • Ticket Type
  • Agent


Settings Locations

  • Ticket Type Level (Set on the ticket type single select setting, found in the settings tab):

  • If the ticket type setting is not set, the system will check the Action Level (Set from the single select option in the defaults tab):


  • The Agent Level setting (found in the details tab of an agent):


Overriding The Rates set on Charge Types

There can be charge type overrides and charge type restrictions set per client or agreement, these are found in the following locations:


  • The Billing Tab of a Customer:


  • Charge Types tab of an Agreement:


If the agreement thas the overriding charge type attached, then the system will take the override set at the agreement level when billing for labour on tickets. If the agreement override is not present then the customer override will apply. For an agreement to be set on a ticket type you will need to attach the agreement field to the field list of the ticket type and make sure the visibility is set appropriately:


Working Example

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