[IMP] helpdesk: track and bill time

closes odoo/documentation#8098

X-original-commit: d8b4b1d60f
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.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/advanced/track_and_bill.rst

@@ -3,13 +3,13 @@ Track and bill time
 ===================
 
 Odoo *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*
+ticket, and to bill a customer for that time. Through integrations with the *Sales*, *Timesheets*,
-and *Accounting* applications, customers can be charged once the work is completed, or before it has
+*Project* and *Accounting* applications, customers can be charged once the work is completed, or
-even begun.
+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).
+   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
@@ -18,56 +18,61 @@ even begun.
 Configure track and bill time features
 ======================================
 
-Before a customer can be invoiced for support services, the *Track & Bill Time* features must first
+Before a customer can be invoiced for support services, the *Track & Bill Time* features **must** be
-be enabled. These features must be enabled on each *Helpdesk* team where they will be utilized.
+enabled on each *Helpdesk* team individually.
 
 Enable track and bill time on a helpdesk team
 ---------------------------------------------
 
-To view and enable the :guilabel:`Track & Bill Time` features on a *Helpdesk* team, first navigate
+To view and enable the *Track & Bill Time* features on a *Helpdesk* team, first navigate to
-to :menuselection:`Helpdesk --> Configuration --> Teams`. Then select a team from the list or
+:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Then, select a team from the
-:doc:`create a new one </applications/services/helpdesk/overview/getting_started>`. This will reveal
+list, or create a :doc:`new one <../overview/getting_started>`. This reveals a team's settings page.
-a team's settings page.
 
 On the team's settings page, scroll to the :guilabel:`Track & Bill Time` section. Check the boxes
 labeled :guilabel:`Timesheets` and :guilabel:`Time Billing`.
 
 Once the :guilabel:`Timesheets` box is checked, a new field appears, labeled :guilabel:`Project`.
 
-The project selected in this field is where all the timesheets for this team's tickets will be
+.. note::
-recorded. Click into the drop-down menu to select a :guilabel:`Project`.
+   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.
 
-To create a new project where the timesheets will be recorded, click into the drop-down menu, type a
+The project selected in this field represents where all the timesheets for this team's tickets are
-name for the project, and then click :guilabel:`Create`.
+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.
 
 .. image:: track_and_bill/track-bill-enable-settings.png
    :align: center
    :alt: View of a helpdesk team settings page emphasizing the track and bill time settings.
 
-.. _helpdesk/advanced/configure-service-products:
+.. _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 :guilabel:`Service on Timesheets`. This product can be found under :menuselection:`Sales -->
+called *Service on Timesheets*. This product can be found under :menuselection:`Sales app-->
-Products --> Products`. Search for `Service on Timesheets` in the :guilabel:`Search...` bar. This is
+Products --> Products`. Then, search for `Service on Timesheets` in the :guilabel:`Search...` bar.
-the product that will be used when invoicing for *post-paid support services* after they have been
+This is the product that is used when invoicing for *post-paid support services* **after** they have
-completed.
+been completed.
 
 Select :guilabel:`Service on Timesheets` from the product 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`.
+:guilabel:`Invoicing Policy` set to :guilabel:`Based on Timesheets`. Make any necessary changes to
+the product record, such as the :guilabel:`Cost` or :guilabel:`Sales Price`.
 
 .. image:: track_and_bill/track-bill-product-based-on-timesheets.png
    :align: center
    :alt: View of a service product with the invoicing policy set to 'Based on timesheets'.
 
-In order to invoice for support services before the work has been completed (also known as *prepaid
+In order to invoice for support services **before** the work has been completed (also known as
-support services*), a separate product with a different invoicing policy must be created.
+*prepaid support services*), a separate product with a different invoicing policy must be created.
 
-To create a new service product, go to :menuselection:`Sales --> Products --> Products` and click
+To create a new service product, go to :menuselection:`Sales app --> Products --> Products`, and
-:guilabel:`New`. This will reveal a blank product detail form.
+click :guilabel:`New`. This reveals a blank product detail form.
 
 On the new product form, add a :guilabel:`Product Name`, and set the :guilabel:`Product Type` to
 :guilabel:`Service`. Then, set the :guilabel:`Invoicing Policy` to :guilabel:`Prepaid/Fixed Price`.
@@ -85,16 +90,16 @@ 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
+completed on the issue. In this case, a service product with the *Invoicing Policy* set to
-:guilabel:`Prepaid/Fixed Price` would be used, just like :ref:`the section above
+*Prepaid/Fixed Price* would be used, just like :ref:`the section above
-<helpdesk/advanced/configure-service-products>`.
+<helpdesk/configure-service-products>`.
 
 Create a sales order with prepaid product
 -----------------------------------------
 
 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 --> Orders --> Quotations --> New`, which
+services product. To do this, go to :menuselection:`Sales app --> Orders --> Quotations`. Then,
-reveals a blank quotation form.
+click :guilabel:`New` to reveal a blank quotation form.
 
 Then, fill out the quotation form with the customer information.
 
@@ -109,11 +114,12 @@ Create and send an invoice for prepaid services
 -----------------------------------------------
 
 Once the :abbr:`SO (sales order)` has been confirmed, click the :guilabel:`Create Invoice` button.
-This will open a :guilabel:`Create Invoices` pop-up window.
+This opens a :guilabel:`Create invoices` pop-up window.
 
-If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as
+If no down payment is collected, the :guilabel:`Create Invoice` type can remain as
-:guilabel:`Regular Invoice`. If a down payment will be collected, choose between either
+:guilabel:`Regular Invoice`. If a :doc:`down payment <../../../sales/sales/invoicing/down_payment>`
-:guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
+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 Draft Invoice`.
 
@@ -129,8 +135,8 @@ a new ticket.
 On the blank ticket form, create a ticket :guilabel:`Title`, and enter the :guilabel:`Customer`
 information.
 
-When the customer name is added, the :guilabel:`Sales Order Item` field will automatically populate
+When the customer name is added, the :guilabel:`Sales Order Item` field automatically populates with
-with the most recent prepaid sales order item that has time remaining.
+the most recent prepaid sales order item that has time remaining.
 
 Track hours on helpdesk ticket
 ------------------------------
@@ -141,8 +147,8 @@ On the ticket detail form, click on the :guilabel:`Timesheets` tab and click :gu
 Choose an :guilabel:`Employee`, add a :guilabel:`Description` of the task, and enter the number of
 :guilabel:`Hours Spent`.
 
-As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field is
+As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field,
-automatically updated.
+at the bottom-right of the tab, is automatically updated.
 
 .. image:: track_and_bill/track-bill-remaining-hours-total.png
    :align: center
@@ -150,7 +156,7 @@ automatically updated.
 
 .. note::
    If the number of hours on the :guilabel:`Timesheets` tab exceeds the number of hours sold, the
-   :guilabel:`Remaining Hours of SO` will turn red.
+   :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.
@@ -160,15 +166,16 @@ 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 :guilabel:`Based on
+timesheet. In this case, a service product with the *Invoicing Policy* set to *Based on Timesheets*
-Timesheets` would be used, like the one created above.
+would be used, like the one created in :ref:`the section above
+<helpdesk/configure-service-products>`.
 
 Create a sales order with a time-tracked product
 ------------------------------------------------
 
 To invoice a customer for post-paid support services, first create a sales order (SO) with the
-*support services product*. To do this, go to :menuselection:`Sales --> Orders --> Quotations -->
+*support services product*. To do this, go to :menuselection:`Sales app --> Orders --> Quotations`.
-New`.
+Then, click :guilabel:`New` to reveal a blank quotation form.
 
 Fill out the quotation with the customer information.
 
@@ -176,23 +183,23 @@ On the :guilabel:`Order Lines` tab, click :guilabel:`Add a Product`. Select the
 product configured in the steps above. After updating any other necessary information,
 :guilabel:`Confirm` the quotation.
 
-.. note::
+.. important::
-   Unlike with the prepaid services quotation, Odoo will not allow an invoice to be created at this
+   Unlike with the prepaid services quotation, Odoo does **not** allow an invoice to be created at
-   time. That is because no services have been performed; in other words nothing has been delivered,
+   this time. That is because no services have been performed; in other words, nothing has been
-   therefore, there is nothing to invoice.
+   delivered, therefore, there is nothing to invoice.
 
 Create a helpdesk ticket for time-tracked services
 --------------------------------------------------
 
-To record a *Timesheet* entry for time-tracker services, go to :menuselection:`Helpdesk` and select
+To record a *Timesheet* entry for time-tracker services, go to the :menuselection:`Helpdesk` app,
-the appropriate team for which these services apply.
+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. This will
+If there is already an existing ticket for this issue, select it from the Kanban view. This opens
-open the ticket details form. If there is no existing ticket for this customer issue, click
+the ticket details form. If there is no existing ticket for this customer issue, click
 :guilabel:`New` to create a new ticket and enter the necessary customer information on the blank
 ticket details form.
 
-After selecting or creating a ticket, go to the :guilabel:`Sales Order Line` drop-down menu. Select
+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
@@ -214,7 +221,7 @@ Repeat these steps as needed until all time spent on the issues has been recorde
 Create an invoice for hours tracked on a ticket
 -----------------------------------------------
 
-After the customer's issue has been solved, and it is determined no new timesheet entries will be
+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
@@ -227,22 +234,24 @@ total number of :guilabel:`Hours Spent` listed in the :guilabel:`Timesheets` tab
    :align: center
    :alt: View of a sales order with emphasis on the delivered column.
 
-Then, click :guilabel:`Create Invoice`. This will open a :guilabel:`Create Invoices` pop-up window.
+Then, click :guilabel:`Create Invoice`. This opens a :guilabel:`Create invoice(s)` pop-up window.
-If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as
+
-:guilabel:`Regular Invoice`. If a down payment will be collected, choose between either
+If no down payment is collected, the :guilabel:`Create Invoice` type can remain as
-:guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
+: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
+   Use the :guilabel:`Timesheets Period` field if this invoice should **only** include timesheets
-   certain time period. If this field is left blank, *all* applicable timesheets that have not yet
+   from a certain time period. If this field is left blank, **all** applicable timesheets that have
-   been invoiced will be included.
+   not yet been invoiced will be included.
 
 .. image:: track_and_bill/track-bill-create-invoice-timesheets-period.png
    :align: center
    :alt: View of create invoices pop up showing timesheets period fields.
 
-When the necessary information has been entered, click :guilabel:`Create Invoice`. The invoice can
+When the necessary information has been entered, click :guilabel:`Create Draft`. The invoice can
-then be sent to the customer for payment.
+then be reviewed, edited, and sent to the customer for payment.
 
 .. seealso::
-   :doc:`/applications/inventory_and_mrp/inventory/product_management/product_replenishment/uom`
+   - :doc:`../../../inventory_and_mrp/inventory/product_management/product_replenishment/uom`
+   - :doc:`../../../sales/sales/invoicing/down_payment`