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The following describes how you can track the request costs of Request and Return transactions. This will give you a fair analysis of the cost incurred to resolve a reported request.

All request costs are stored on system balance type 084. The balance for this balance type is calculated as follows:

(Resolution cost + (Cost per hour * Total accumulated hours)) / Number of lines

The amounts for this calculation are retrieved from the following:

Resolution code entered on the request line.
Resolution cost, per resolution code, that was entered in the Resolution code table during set-up.
Cost per worked hour that was entered in the Resolution code table during set-up.
Number of worked hours which were “manually” entered in the Hours worked/total field in the request header.
The total number of worked hours, per request, which the system automatically accumulates and stores in the total part of the Hours worked/total field in the request header.

You can track the request costs via the following tools:

Balance enquiry (or Query groups). See any of the following for instructions:

Report Writer. See any of the following for instructions:

Tip: To ensure that all balances for request costs have been updated in the Balance file, run the Start periodical balance update program.

To generate this statistical information you would define the following in the above mentioned tools:

Keys = Cust/Supplier number and/or Item. If you want to see all request costs per customer, broken down by item, use both keys. You will first receive a grand total and then the total request cost per customer followed by the individual costs per item.
Year and Period for which you want to generate this information
Balance type = Request cost for the Request and return costs balance group