[ADD] helpdesk: track and bill 15.0

closes odoo/documentation#8821

Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: larm-odoo <121518652+larm-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>

content/applications/services/helpdesk.rst

@@ -14,5 +14,4 @@ Helpdesk
    :titlesonly:
 
    helpdesk/overview
-   helpdesk/timesheet_and_invoice
    helpdesk/advanced

content/applications/services/helpdesk/advanced.rst

@@ -9,3 +9,4 @@ Advanced
 
    advanced/after_sales
    advanced/close_tickets
+   advanced/track_and_bill

content/applications/services/helpdesk/advanced/track_and_bill.rst

@@ -0,0 +1,266 @@
+===================
+Track and bill time
+===================
+
+*Helpdesk* provides teams with the ability to track the amount of hours spent working on a ticket,
+and to bill a customer for that time. Through integrations with the *Sales*, *Timesheets*,
+*Project*, and *Accounting* applications, customers can be charged once the work is completed, or
+before it has even begun.
+
+.. warning::
+   Since the *Track & Bill Time* features require integration with other applications, enabling them
+   may result in the installation of additional modules or applications.
+
+   Installing a new application on a *One-App-Free* database triggers a 15-day trial. At the end of
+   the trial, if a paid subscription has not been added to the database, it will no longer be active
+   or accessible.
+
+Track and bill time features configuration
+==========================================
+
+Before a customer can be invoiced for support services, the *Track & Bill Time* features **must** be
+enabled on each *Helpdesk* team individually.
+
+Enable track and bill time on a team
+------------------------------------
+
+To view and enable the *Track & Bill Time* features on a *Helpdesk* team, first navigate to
+:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Then, select a team from the
+list, or create a :doc:`new Helpdesk team <../overview/getting_started>`. This reveals a team's
+settings page.
+
+On the team's settings page, click :guilabel:`Edit`, then scroll to the :guilabel:`Track & Bill
+Time` section. Tick the boxes labeled :guilabel:`Timesheets` and :guilabel:`Time Billing`.
+
+Once the :guilabel:`Timesheets` box is checked, a new field appears, labeled :guilabel:`Project`.
+
+.. note::
+   If this is the first time this feature has been enabled on this database, the page may need to be
+   manually saved and refreshed before the :guilabel:`Project` field appears.
+
+The project selected in this field represents where all the timesheets for this team's tickets are
+recorded. Click into the :guilabel:`Project` drop-down menu to select a project.
+
+To create a new project where the timesheets are recorded, click into the :guilabel:`Project`
+drop-down menu, type a name for the project, and then click :guilabel:`Create` from the drop-down
+menu beneath.
+
+Click :guilabel:`Save` at the top-left of the page to save any changes.
+
+.. image:: track_and_bill/track-bill-enable-settings.png
+   :align: center
+   :alt: The settings page of a Helpdesk team with the track and bill time settings enabled.
+
+.. _helpdesk/configure-service-products:
+
+Configure service products
+~~~~~~~~~~~~~~~~~~~~~~~~~~
+
+When the :guilabel:`Time Billing` feature is enabled, a new product is created in the *Sales* app
+called, *Service on Timesheet*. This product can be found under :menuselection:`Sales app-->
+Products --> Products`. Then, search for `Service on Timesheet` in the :guilabel:`Search...` bar.
+This is the product that is used when invoicing for *post-paid support services* **after** they have
+been completed.
+
+Select :guilabel:`Service on Timesheet` from the :guilabel:`Products` page. This reveals the product
+detail form. The product is configured with the :guilabel:`Product Type` set to :guilabel:`Service`,
+and the :guilabel:`Invoicing Policy` set to :guilabel:`Based on Timesheets`. Click :guilabel:`Edit`
+to make any necessary changes to the product record, such as the :guilabel:`Cost` or
+:guilabel:`Sales Price`, then click :guilabel:`Save`.
+
+.. image:: track_and_bill/track-bill-product-based-on-timesheets.png
+   :align: center
+   :alt: The Service on Timesheet product with emphasis on the invoicing policy field.
+
+In order to invoice for support services *before* the work has been completed, also known as
+*prepaid support services*, a separate product with a different invoicing policy must be created.
+
+To create a new service product, go to :menuselection:`Sales app --> Products --> Products`, and
+click :guilabel:`Create`. This reveals a blank product detail form.
+
+On the new product form, add a :guilabel:`Product Name`.
+
+.. tip::
+   Try to use a name that identifies the purpose of the product, for example, `Prepaid Services`.
+   This makes it easier when adding it to a sales order later.
+
+Set the :guilabel:`Product Type` to :guilabel:`Service`. Then, set the :guilabel:`Invoicing Policy`
+to :guilabel:`Prepaid/Fixed Price`. This means an invoice can be generated and payment can be
+received for this product, before any timesheet entries have been recorded for these services.
+
+.. image:: track_and_bill/track-bill-product-prepaid-fixed.png
+   :align: center
+   :alt: The Service on Timesheet product with emphasis on the invoicing policy field.
+
+Finally, set the :guilabel:`Sales Price`, and confirm that the :guilabel:`Unit of Measure` is set to
+:guilabel:`Hours`. Then, click :guilabel:`Save` to save those configurations.
+
+Invoice prepaid support services
+================================
+
+When support services are billed on a fixed price, an invoice can be created before any work is
+completed on the issue. In this case, a service product with the *Invoicing Policy* set to
+*Prepaid/Fixed Price* would be used, just like the one created in the :ref:`Configure service
+products <helpdesk/configure-service-products>` section.
+
+Create prepaid product sales order
+----------------------------------
+
+To invoice a customer for prepaid support services, first create a sales order (SO) with the support
+services product. To do this, go to :menuselection:`Sales app --> Orders --> Quotations`. Then,
+click :guilabel:`Create` to reveal a blank quotation form.
+
+Then, fill out the quotation form with the customer information.
+
+Go to the :guilabel:`Order Lines` tab of the quotation, and click :guilabel:`Add a Product`. Then,
+select the *prepaid services product* configured in the steps :ref:`above
+<helpdesk/configure-service-products>`. Update the :guilabel:`Quantity` field with the number of
+hours.
+
+After updating any other necessary information, :guilabel:`Confirm` the quotation. This converts the
+quotation into a :abbr:`SO (sales order)`.
+
+Create/send invoice for prepaid services
+----------------------------------------
+
+Once the :abbr:`SO (sales order)` has been confirmed, click the :guilabel:`Create Invoice` button on
+the sales order form. This opens a :guilabel:`Create invoices` pop-up window.
+
+If no down payment is collected, the :guilabel:`Create Invoice` type can remain as
+:guilabel:`Regular invoice`. If a :doc:`down payment <../../../sales/sales/invoicing/down_payment>`
+is collected, choose between either :guilabel:`Down payment (percentage)` or :guilabel:`Down payment
+(fixed amount)`.
+
+When the necessary information has been entered, click :guilabel:`Create and View Invoice` or
+:guilabel:`Create Invoice`.
+
+.. tip::
+   Invoices are created in draft mode, so they can be reviewed and edited, if necessary.
+
+The invoice can then be :doc:`sent to the customer <../../../finance/accounting/customer_invoices>`
+for payment.
+
+Create helpdesk ticket for prepaid services
+-------------------------------------------
+
+To create a *Helpdesk* ticket for prepaid services, navigate to :menuselection:`Helpdesk app`, and
+click the :guilabel:`Tickets` button on the desired team's card, to reveal that specific team's
+pipeline. Click :guilabel:`Create` to create a new ticket.
+
+On the blank ticket form, enter a ticket :guilabel:`Title` and the :guilabel:`Customer`
+information.
+
+When the customer name is added, the :guilabel:`Sales Order Item` field automatically populates with
+the most recent prepaid sales order item that has time remaining.
+
+If a customer has more than one sales order item with remaining time, click the :guilabel:`Sales
+Order Item` field, and select the correct item from the drop-down list.
+
+After entering all of the necessary information, click :guilabel:`Save`.
+
+Track hours on helpdesk ticket
+------------------------------
+
+Time spent working on a *Helpdesk* ticket is tracked on the *Timesheets* tab on the specific ticket.
+
+On the ticket detail form, click on the :guilabel:`Timesheets` tab, and click :guilabel:`Add a
+line`. Choose an :guilabel:`Employee`, add a :guilabel:`Description` of the task, and enter the
+number of :guilabel:`Hours Spent` working on the task.
+
+As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field,
+at the bottom-right of the tab, is automatically updated.
+
+.. image:: track_and_bill/track-bill-remaining-hours-total.png
+   :align: center
+   :alt: The timesheets tab of a Helpdesk ticket keeping track of the number of hours remaining on a
+       sales order.
+
+.. note::
+   If the number of hours on the :guilabel:`Timesheets` tab exceeds the number of hours sold, the
+   :guilabel:`Remaining Hours of SO` turns red.
+
+As hours are added to the :guilabel:`Timesheets` tab, they are automatically updated in the
+:guilabel:`Delivered` field on the :abbr:`SO (sales order)`, as well.
+
+Invoice post-paid support services
+==================================
+
+When support services are billed based on the amount of time spent on an issue, an invoice
+**cannot** be created before the total number of hours required to solve the problem have been
+entered on a timesheet. In this case, a service product with the *Invoicing Policy* set to *Based on
+Timesheets* would be used, like the one created :ref:`above <helpdesk/configure-service-products>`.
+
+Create time-tracked product sales order
+---------------------------------------
+
+To invoice a customer for post-paid support services, first create a sales order (SO) with the
+:guilabel:`Service on Timesheet` product. To do this, go to :menuselection:`Sales app --> Orders
+--> Quotations`. Then, click :guilabel:`Create` to reveal a blank quotation form.
+
+Fill out the quotation with the customer information.
+
+On the :guilabel:`Order Lines` tab, click :guilabel:`Add a Product`. Select the :guilabel:`Service
+on Timesheet` product configured :ref:`above <helpdesk/configure-service-products>`. After updating
+any other necessary information, :guilabel:`Confirm` the quotation.
+
+.. important::
+   Unlike with the prepaid service quotations, Odoo does **not** allow an invoice to be created at
+   this time. That is because no services have been performed; in other words, nothing has been
+   delivered, therefore, there is nothing to invoice.
+
+Create a helpdesk ticket for time-tracked services
+--------------------------------------------------
+
+To record a *Timesheet* entry for time-tracked services, go to the :menuselection:`Helpdesk app`,
+and select the appropriate team for which these services apply.
+
+If there is already an existing ticket for this issue, select it from the Kanban view to open it. If
+there is no existing ticket for this customer issue, click :guilabel:`Create` to create a new
+ticket, and enter the necessary customer information on the blank ticket detail form.
+
+After selecting or creating a ticket, go to the :guilabel:`Sales Order Item` drop-down menu. Select
+the :abbr:`SO (sales order)` created in the previous step.
+
+Track support hours on a ticket
+-------------------------------
+
+In order to create an invoice for a product based on timesheets, hours need to be tracked and
+recorded. At this point, the service is considered *delivered*. To record hours for this support
+service, click on the :guilabel:`Timesheets` tab of the ticket.
+
+Click :guilabel:`Add a Line` to record a new entry. Select an :guilabel:`Employee` from the
+drop-down menu, and record the time spent in the :guilabel:`Hours Spent` column.
+
+Repeat these steps, as needed, until all time spent on the issues has been recorded. Then, click
+:guilabel:`Save`.
+
+Create invoice for hours tracked on a ticket
+--------------------------------------------
+
+After the customer's issue has been solved, and it is determined no new timesheet entries need to be
+made, an invoice can be created, and the customer can be billed.
+
+To do this, return to the :abbr:`SO (sales order)` by clicking on the :guilabel:`Sales Order` smart
+button at the top of the ticket.
+
+Before creating the invoice, confirm that the number in the :guilabel:`Delivered` column matches the
+total number of :guilabel:`Hours Spent` listed in the :guilabel:`Timesheets` tab on the ticket.
+
+Then, click :guilabel:`Create Invoice`. This opens a :guilabel:`Create invoices` pop-up window.
+
+If no down payment is collected, the :guilabel:`Create Invoice` type can remain as
+:guilabel:`Regular invoice`. If a down payment is collected, choose between either :guilabel:`Down
+payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
+
+.. important::
+   Use the :guilabel:`Timesheets Period` field if this invoice should **only** include timesheets
+   from a certain time period. If this field is left blank, **all** applicable timesheets that have
+   not yet been invoiced will be included.
+
+When the necessary information has been entered, click :guilabel:`Create and View Invoice` or
+:guilabel:`Create Invoice`. The invoice can then be :doc:`sent to the customer
+<../../../finance/accounting/customer_invoices>` for payment.
+
+.. seealso::
+   - :doc:`../../../inventory_and_mrp/inventory/management/products/uom`
+   - :doc:`../../../sales/sales/invoicing/down_payment`

content/applications/services/helpdesk/timesheet_and_invoice.rst

@@ -1,11 +0,0 @@
-:nosearch:
-
-=====================
-Timesheet and Invoice
-=====================
-
-.. toctree::
-   :titlesonly:
-
-   timesheet_and_invoice/invoice_time
-   timesheet_and_invoice/reinvoice_from_project

content/applications/services/helpdesk/timesheet_and_invoice/invoice_time.rst

@@ -1,112 +0,0 @@
-========================================================
-Invoice Time Spent on Tickets (Prepaid Support Services)
-========================================================
-
-Have the option to work with prepaid support services, meaning that a sales order and a
-corresponding invoice are issued and, once the service is done, you can deduct the time spent. Odoo
-allows it to happen because the applications are fully integrated, resulting in faster responses
-to your customer needs.
-
-Set up
-======
-
-Step 1: Set up a helpdesk team
-------------------------------
-
-| Go to :menuselection:`Helpdesk --> Configuration --> Helpdesk Teams`, create or edit an existing
-  team, and enable *Timesheet on Ticket* and *Time Reinvoicing*.
-| Select or create a project under *Timesheet on Ticket*. The selected/created is
-  the one at which employees timesheet on by default. However, it can be ultimately modified on
-  each ticket.
-
-.. image:: invoice_time/sell_track_hours.png
-   :align: center
-   :alt: View of a helpdesk team settings page emphasizing the timesheet on ticket and time
-         reinvoicing features in Odoo Helpdesk
-
-Step 2: Set up a service
-------------------------
-
-| Go to :menuselection:`Sales --> Configuration --> Settings` and enable *Units of Measure* to
-  optionally be able to choose *hours* (for example) as the unit of measure of your service.
-| Then, go to :menuselection:`Sales --> Products --> Products`, create or edit an existing one, and
-  set its *Product Type* as *Service*.
-
-.. image:: invoice_time/product_type_unit.png
-   :align: center
-   :alt: View of a product's form emphasizing the product type and unit of measure fields in Odoo
-         Sales
-
-Now, select the invoicing management you would like to have under the *Sales* tab. We recommend the
-following configuration:
-
-.. image:: invoice_time/product_invoicing.png
-   :align: center
-   :alt: View of a product form and the invoicing options under the tab sales in Odoo Sales
-
-This configuration ensures that the customer is invoiced by the number of hours predicted in the
-sales order, meaning that less or extra hours recorded are not taken into account. It also ensures
-that every time a sales order is confirmed, a new task is created under the right project,
-automating the process.
-
-.. tip::
-   We recommend setting up a specific project, as it was done for this flow example. The important
-   thing to remember is that the sales order item needs to be set on the corresponding project or
-   task, in order to reinvoice the time spent on a ticket.
-
-Prevision an invoice and record time
-====================================
-
-Step 1: Place an order
-----------------------
-
-Go to :menuselection:`Sales --> Orders --> Orders` and create one for the helpdesk service product
-you have previously set up, with the customer who needs the ticket to be opened. Set the number of
-hours needed to assist the customer and *Confirm* the order.
-
-.. image:: invoice_time/sales_order_new.png
-   :align: center
-   :alt: View of a sales order emphasizing the order lines in Odoo Sales
-
-Step 2: Invoice the customer
-----------------------------
-
-In *Sales*, select the respective sales order to *Create Invoice*.
-
-.. image:: invoice_time/create_invoice.png
-   :align: center
-   :height: 330
-   :alt: View of a sales order emphasizing the create invoice button in Odoo Sales
-
-Step 3: Link the task to the ticket
------------------------------------
-
-Now, in *Helpdesk*, create or edit the respective ticket and link it to the task created by the
-confirmation of the sales order.
-
-.. image:: invoice_time/helpdesk_task.png
-   :align: center
-   :alt: View of a helpdesk ticket emphasizing the field task in Odoo Helpdesk
-
-Step 4: Record the time spent
------------------------------
-
-Still on the respective helpdesk ticket, record the hours performed under the *Timesheets* tab.
-
-.. image:: invoice_time/helpdesk_timesheet.png
-   :align: center
-   :alt: View of a helpdesk ticket emphasizing the timesheets tab in Odoo Helpdesk
-
-Note that the hours recorded on the ticket form are shown on the *Delivered* column in the sales
-order.
-
-.. image:: invoice_time/quotation_delivered.png
-   :align: center
-   :alt: View of a sales order emphasizing the delivered column in Odoo Sales
-
-.. tip::
-   Hours recorded on the ticket are automatically shown in *Timesheets* and on the dedicated task.
-
-.. seealso::
-   - :doc:`reinvoice_from_project`
-   - :doc:`/applications/inventory_and_mrp/inventory/management/products/uom`

content/applications/services/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst

@@ -1,104 +0,0 @@
-=========================================================
-Invoice Time Spent on Tickets (Postpaid Support Services)
-=========================================================
-
-The :guilabel:`Timesheets` integration provides more control and transparency over how clients are
-charged, and what they're specifically billed for.
-
-In Odoo, the Helpdesk agent can use the ticket to record timesheets. Once a ticket is solved, the
-client can be billed for the time spent on the ticket. Odoo will pull from the ticket's timesheet
-to accurately bill the client.
-
-Configuration
-=============
-
-To turn on the :guilabel:`Timesheets` feature, go to :menuselection:`Helpdesk --> Configuration
---> Helpdesk Teams`, select a Helpdesk team, and then, click :guilabel:`Edit`. Next, enable the
-options :guilabel:`Timesheets` and :guilabel:`Time Billing`. Then, click :guilabel:`Save` to apply
-these changes to the Helpdesk team settings.
-
-Once the :guilabel:`Timesheets` feature is enabled, a :guilabel:`Project` drop-down option will
-appear below :guilabel:`Timesheets`. The :guilabel:`Project` drop-down option will automatically
-be set to a project that Odoo created for the Helpdesk team. The tickets' timesheets
-will be stored in the selected project.
-
-Create a sales order
-====================
-
-After a ticket comes into the pipeline, go to :menuselection:`Sales --> Create`. Then, add the
-customer from the ticket to the :guilabel:`Customer` field in the new quotation. In the
-:guilabel:`Order Lines` tab, create or select a product to charge the customer for the time spent
-on their Helpdesk ticket.
-
-If creating a new product from the sales order form, first give the product a name by typing it in
-the :guilabel:`Product` column. Then, click :guilabel:`Create and edit`.
-
-First, in the :guilabel:`General Information` tab, set the :guilabel:`Product Type` to
-:guilabel:`Service` and the :guilabel:`Sales Price` to the Helpdesk agent's service rate. Then, set
-the :guilabel:`Invoicing Policy` to :guilabel:`Based on Timesheets`. Finally, click
-:guilabel:`Save` to create the new product and add it to the quotation.
-
-Once the product is added, click :guilabel:`Confirm` to turn the quotation into a sales order.
-
-.. image:: reinvoice_from_project/create-sales-order.png
-   :align: center
-   :alt: Create a sales order and add a product.
-
-Record a timesheet
-==================
-
-To record a timesheet, jump back to the Helpdesk ticket by going to the :guilabel:`Helpdesk`
-dashboard, clicking :guilabel:`Tickets` on the team's card, and locating the correct ticket. Then,
-click :guilabel:`Edit` and use the :guilabel:`Timesheets` tab to record the time spent on the
-ticket.
-
-.. image:: reinvoice_from_project/record-timesheet-ticket.png
-   :align: center
-   :alt: Record time spent on a ticket.
-
-.. tip::
-   The ticket's timesheets can be recorded before or after the sales order is made, the order
-   doesn't matter.
-
-Link the Helpdesk ticket to the SO
-==================================
-
-To link the :guilabel:`Sales Order` to the ticket, start on the ticket form and click
-:guilabel:`Edit`. Next, select the :guilabel:`Sales Order` that was created earlier from the
-:guilabel:`Sales Order Item` drop-down menu. Odoo will automatically filter the options to only
-show sales orders that are connected to the ticket's customer. Lastly, click :guilabel:`Save` to
-connect the ticket and the :guilabel:`Sales Order Item`.
-
-.. image:: reinvoice_from_project/link-soi-to-ticket.png
-   :align: center
-   :alt: Link the SO item to the ticket.
-
-.. tip::
-   The :guilabel:`Sales Order Item` can be connected to the ticket before or after any timesheets
-   are recorded, the order doesn't matter.
-
-Modify billing rates
-====================
-
-If a timesheet entry is recorded, but the agent does not want to bill the client for that time, go
-to the :guilabel:`Timesheets` tab and toggle on the visibility of the :guilabel:`Sales Order Item`
-column. When filling out the information for the timesheet entry, make sure to leave the
-non-billable timesheet entry's :guilabel:`Sales Order Item` field blank.
-
-If the agent wants to charge a different rate for a timesheet entry, first, add a new product to
-the connected :abbr:`SO (Sales Order)` priced at the new rate. Then, select the new product in the
-timesheet entry's :guilabel:`Sales Order Item` field.
-
-Create the invoice
-==================
-
-When the Helpdesk ticket is completed and the client is ready to be billed for time, begin by
-clicking the :guilabel:`Sales Order` smart button on the ticket form to navigate to the sales
-order. The :guilabel:`Delivered` column should match the number of hours recorded on the ticket's
-timesheet. After checking and filling out the relevant information, click :guilabel:`Create
-Invoice` to bill the client for the time spent on the ticket. Odoo will automatically generate an
-invoice to send to the client and the Helpdesk ticket can officially be closed.
-
-.. seealso::
-   - :doc:`invoice_time`
-   - :doc:`/applications/inventory_and_mrp/inventory/management/products/uom`

redirects/15.0.txt

@@ -180,6 +180,8 @@ applications/sales/point_of_sale/payment/worldline.rst applications/sales/point_
 # applications/services
 
 applications/services/fsm/default_warehouse.rst applications/services/field_service/default_warehouse.rst      # fsm/* -> field_service/*
+applications/services/helpdesk/timesheet_and_invoice/reinvoice_from_project.rst applications/services/helpdesk/advanced/track_and_bill.rst
+applications/services/helpdesk/timesheet_and_invoice/invoice_time.rst applications/services/helpdesk/advanced/track_and_bill.rst
 
 # applications/websites