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Defining Exceptions for Service Activities

In the Service Details view, you can define exceptions for time, expenses, and products. For example, if labor (time) is generally not billable, then only the exceptions are billed. Conversely, if time is generally billable, then the exceptions are not billed.

Exceptions for time, expenses, and products define the pricing of time, expenses, and products that are associated with an activity type that does not have standard pricing. Time and expense exceptions include a fixed service charge, discounts, and a limit on the billable amount. Product exceptions include discounts, markups, and overrides.

NOTE:  Exception records for time are associated with activity types and specific projects (in the Type field in the Time Exceptions list). For more information about projects, see Siebel Project and Resource Management Administration Guide.

This task is a step in Process of Administering Entitlements.

To define an exception for a service activity

1. Navigate to the Administration - Contracts screen, then the Entitlement Templates view.
2. Select an entitlement template record, and click the Service Details view tab.
3. Select a service detail record, scroll down to the Time Exceptions list, and complete the following steps:
   1. Create a new time exception record, and complete the fields as appropriate.
   2. From the drop-down list at the top of the Time Exceptions list, select Expense Exceptions, create a new expense exception record, and complete the fields as appropriate.
   3. From the drop-down list at the top of the Expense Exceptions list, select Product Exceptions, create a new product exception record, and complete the fields as appropriate.