To remove an incurred cost from a support provision case

The procedure to remove an incurred cost from a support provision case is as follows:

1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Support Case Details window is displayed.
3. Click on Costs. The Costs tab is activated, revealing a list of all expenses incurred within the management lifecycle of the support provision case 1.
4. Highlight the row matching the incurred cost to be removed from the support provision case.
5. Click on Remove Cost. The end user is asked to affirm removal of the selected value before the proposed action is reflected in the Costs summary table.
6. Click on Save. The Total cost accumulator is automatically recalculated to take account of the action 2.

Tip

1 By default, all costs are displayed in chronological order i.e. the date on which they were raised against the support provision case; to aid analysis, rows can be reordered by clicking on any of the available headings.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, support type) to ensure that the correct support provision case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 To uphold audit integrity, the originally incurred cost entry is preserved in the Costs summary table and the Remove date field is also stamped with the current system date and time.

See related topics...

Support provision cost management overview

To add an incurred cost to a support provision case

To view the costs incurred within a support provision case

Using the search facility