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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Multiple Questions Abo...
Microsoft Dynamics CRM (Archived)

Multiple Questions About Billable Time for Cases in CRM & USD

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Posted on by Community Member

Hi Everyone,

Once I resolve a case in CRM or USD(Unified Service Desk-Microsoft's call desk add on) I have the option to put in billable time in a pop up window. My question are ...

  • Is there a field in the case form where this shows up?
  • Where in CRM can I bill for these hours ( or where does it carry over to - will it be an option in invoicing etc)
  • Can I make a view in case document that shows all tasks and billable time in the case form? - If this is a workflow, how exactly would I set this up?
  • Also, I've noticed that actual service units is in seconds - can I change that to be in minutes?


Thanks so much for taking the time to read all of this,

Kimberly

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  • Community Member Profile Picture
    Community Member on at

    - Whoops, for the third bullet I was trying to say could I make a field that would show up in the case form that shows all billable time activities - and if this would be related to a workflow, how exactly would I set that workflow up.

  • Royal King Profile Picture
    Royal King 27,686 on at

    Here answers for your questions .

    Is there a field in the case form where this shows up?

    Billable time is not stored in the case entity rather its stored on the Case resolution Record related to case record.

    When you close the case, CRM automatically sums all the duration from the activity records and puts in the case resolution activity record. If you do advanced find based on the case resolution record with status complete you should be able to add billed time field as column in the view.

    Where in CRM can I bill for these hours ( or where does it carry over to - will it be an option in invoicing etc)

    You can use Invoice process to bill for these hours.

    Can I make a view in case document that shows all tasks and billable time in the case form? - If this is a workflow, how exactly would I set this up?

    To view all billable time individually  add subgrid with activity type and add column duration as part of the view that's the one rolled  over to Billable Time.

    I've noticed that actual service units is in seconds - can I change that to be in minutes?

    you can use javascript to change the Option values based on your requirement. Even though it shows as dropdown CRM internally stores this value in int format ( In minutes)

  • Community Member Profile Picture
    Community Member on at

    Hi Chitra,

    Thanks so much for your answers! How can I get to these "case resolution records" that are related to the case record? I must be over looking something very small!

    Again, thanks so much!

    Kimberly

  • Verified answer
    Royal King Profile Picture
    Royal King 27,686 on at

    Case resolution record will be automatically created by system only when case is closed and it will appear under Closed activities ( Navigation ) in the case record.  The best way to get all case resolution activities with Billable hours is Advanced find on activity entity and choose activity type as case resolution

  • Suggested answer
    Prati Profile Picture
    Prati 980 on at

    Hello Kimberly ,

    There is a feature in CRM 2013 ... Called Service Level Agreements , you can setup the Billable time in the SLA .. Please refer the link below for all your Queries regarding the same .

    www.microsoft.com/.../define-service-level-agreements-slas.aspx

    Thanks and regards

    Prashant T

  • Community Member Profile Picture
    Community Member on at

    Chitra,

    I know this question was from awhile ago, but could you go into a bit more detail on how you did the advanced find? I just can't figure out how to get to that menu under cases. Thanks!

  • Royal King Profile Picture
    Royal King 27,686 on at

    I built the advanced find based on Activity record not from case record view. You can't add this view to the Cases record as it's a activity. What i would suggest is adding this view to the dashboard so user will have access to case resolution view once they login.

  • Community Member Profile Picture
    Community Member on at

    One last question. I was able to save my view, and I now have all of my billable case resolutions in a view. However, I still don't see billable time as an add column choice. Is it named something else? You're a life saver!

  • Royal King Profile Picture
    Royal King 27,686 on at

    You can't add that field to view as this is not available as part of activity entity. There is a entity called IncidentResolution that's the one saves this value (TimeSpent).  If you want to  show this value you need to build web resource html .

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