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Service Management - Only resource time exceeding one hour is chargeable

  • April 10, 2025
  • 4 replies
  • 30 views
I
Sidekick (Customer)
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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

4 replies

A
Do Gooder (Partner)
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  • Abrar
  • Do Gooder (Partner)
  • July 10, 2025

​@irenecalero  did you get a solution for this requirement?

Chriswharton22
Sidekick (Partner)
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  • Chriswharton22
  • Sidekick (Partner)
  • June 30, 2026

​@irenecalero - I had a similar requirement, which was to charge a different rate in service management.  It is not currently possible to configure this, but so many customers need it. \

 

I did manage to work around this by using some custom workflows, which you will have access to.  The workflow changed the time type on the time report, which then updated the sales part.  The workflow could be adapted to change the invoice quantity. 

 

There is some standard functionality on the SITE record, which will allow you to round up or down to the nearest full or half value, but this doesn't include making the first hour free. 

Chris
A
Hero (Employee)
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  • ajnsse
  • Hero (Employee)
  • July 1, 2026

Hi,

 

From the 26R1Release we have introduced Service Commercial rules for the Request Management solution. By setting up a commercial rule you have the abiliuty to configure both pricing and costing with free of charge, stepped prices and also prices/costs varying by different parameters in the Task, sales lines etc. You could achieve the above requirement that you describe by using the Service Commercial Rules.

Chriswharton22
Sidekick (Partner)
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  • Chriswharton22
  • Sidekick (Partner)
  • July 15, 2026

Hi,

 

From the 26R1Release we have introduced Service Commercial rules for the Request Management solution. By setting up a commercial rule you have the abiliuty to configure both pricing and costing with free of charge, stepped prices and also prices/costs varying by different parameters in the Task, sales lines etc. You could achieve the above requirement that you describe by using the Service Commercial Rules.

Hi Ajnsse,  I will take a look at the commercial rules - i have been reading the NGSM documentation for 26R1 but could not see the stepped prices - which will be a great addition. 

Chris
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