AIP Billing in Remedy

How to Add Billing Information Updated 9/19/2014

To add billing information in Remedy:

1. In a ticket, create a new Work Info Note and add required
information.
2. In the Billable? section select the Yes checkbox.
3. Ensure Time Spent is recorded.
4. Click the Magnifying Glass to select the correct AIP Name.
5. Once the note is created, add it to the ticket.

AIP Selections

1st Gold Support Monthly - always select this

1st, if available.
• Blocks of hours purchased on a MONTHLY
basis at a reduced rate.
• If these hours are not used in a month they Select ‘newest’ Monthly AIP
are lost and a new block of hours will begin the
next month (use the hours or lose the hours).
• Recur every month.

2nd Gold Support Non-Recurring - always

select this 2nd (if monthly hours are not
available).
• Blocks of hours purchased at a discounted
rate.
• Hours never expire.
• If a customer buys a block of 100 non-
recurring hours and uses 40 hours in a month Select ‘newest’ Non-recurring AIP
they will have a balance of 60 hours for future
use.

3rd Gold Support Non-Commit - select ONLY if

monthly and non-recurring blocks are NOT
available.
• Default Ad-Hoc hours are used when a
customer has not purchased any other blocks
of hours. Select ‘newest’ No Commit AIP
• Most expensive hours billed to a customer.
 AIP Billing in Remedy
Gold Support AIP selection order
1) Monthly
2) Non – recurring
Select Monthly AIP 3) No Commit

How to Correct Billing Information

1. In a ticket, create a new Work Info Note and add required information.
2. Add a negative number for the Time Spent.
3. In the Billable? section select the Yes checkbox.
4. Click the Magnifying Glass to select the correct AIP Name.
5. Once the note is created, add it to the ticket.