There is a field in Servicedesk 4.5 (SP31) called 'Billable Time' . We would like to use this to record the time we may need to bill to a 3rd party for our involvement in the resolution of a call. This field appears to be available for Service Calls, Incidents, Work Orders, and Change Orders (or at least those a re the areas where we would like to use it).
I noticed however that the content of this field is more or less determined by the difference between the 'Planned Start Time' and 'Planned Finish Time'. In other words if I change the 'Billable Time' also the 'Planned Finish Time' changes and likewise when I change the 'Planned Finish Time' the 'Billable Time' changes. This behavior is similar to the 'Actual Duration” which is the difference between 'Actual Start' and ' Actual Finish'
First off I fail to see what the 'Billable Time' has to do with any 'Planned Time', and obviously this is not any kind of behavior that I would like to have.
Is this a standard behavior implemented by HP, or did we make this implementation in our environment by some sort of customization. I have checked the UI and Database rules and do not find any reference to this.
Does anyone know how to 'disconnect' the 'Billable Time' from the 'Planned time' fields.
I don't see a Billable Time field in my SP30 installation.
From what you describe this seems to be a duration field. Probably a rename of Planned Duration. Check the 'Planning work' topic in the application's help files.
AFAIK, the calculation it does is hard-coded and you cannot make the field behave independently from Planned Start and Planned Finish. However, there is the possibility of adding your own duration calculated fields although I believe you cannot apply opening hours to these.