Service Management - Only resource time exceeding one hour is chargeable

Hi all,

I am trying to find a solution for this requirement in the Service Management module but I haven’t found a way to do it in Cloud yet (I’m using 24R2).

The situation is the following: when the engineer goes on-site and spends more than 1 hour, only AFTER the first hour is invoiceable. For example:

1. The engineer spends 0,5 h → free
2. The engineer spends 1 h→ free
3. The engineer spends 1,5h → we charge 0,5
4. The engineer spends 3,5h → we charge 2,5

I have tried to use the price breaks and add the sales part “Resource” to the price list with this condition:

However, when trying to raise a job, although for the job which last less than 1 hour is free (which is what we want), if we raise a job and keep open for more than 1 hour, it charges the whole time.

Do you know if there is a standard way to set up that only the first hour of resource time is non-billable? In other word, only time exceeding one hour will be invoiced.

Thanks in advance.

Irene