Service Desk - Labor
Labor
The 'Labor' tab keeps track of specific types of Labor that are already completed on behalf of a Service Order. Though a User can 'Add' a labor item at any point in the Service process, the User must define specific dates, times, and hours worked in order to save the Labor item in the Grid history (see "Service Desk Labor Form" image below).
Add New Service Desk Labor form example
When the parent Form the Labor opens from the Service Deck Item Labor tab, Service Desk Action Labor tab, or Service Desk Workflow tab, on a New and Unsaved form, the Labor cannot be Billable. This prevents Charges from being generated from Labor.
The User can record individual Labor records from this form which automatically links to the Time Entry records for that Worker/Contact. Entries made from this form are not bound to a Workflow, the same way Workflow Labor entries are unless the User specifies one in the Workflow (WF) picker.
To control the default state of the Service Desk Labor Billable checkbox set the SD_LABOR_BILLABLE parameter. By default, this configuration value is set to false, meaning the Service Desk Labor Billable checkbox is unchecked and must be checked manually by the User if billable time is desired. If Labor is added to an Action or SD Item before that item is saved it cannot be set to Billable.
Custom Labor Type Usage
When using custom-defined Labor Type values, it is important to remember that Custom Labor Types will always generate Charges using a Workgroup's Default Rate. If the Rate is not set, this will generate a $0 Charge.
Labor Type Workgroup Rate Defaulting
When a Worker has a Rate assigned for a Workgroup, and the Rate is set to $0, selecting that Labor Type will cause the Labor Type to default to using the Workgroup Rate.
Updating an Existing Labor Record
Changing a Worker, or Workgroup pulls current Rate data into the Form. Saving the change replaces existing Rates on the Labor record with current Rates from the Workgroup and Worker, which may be incorrect for the original Labor date. Rate changes WILL affect Charges generated from this Labor. Labor records cannot be changed if Billed, Finalized or Void. If Labor added to a Service Desk Workflow becomes Voided, that Labor will be hidden on the Time Entry Grid and its associated Reports.