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closes odoo/documentation#6882
X-original-commit: 59791c252b
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
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249 lines
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===================
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Track and bill time
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===================
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Odoo *Helpdesk* provides teams with the ability to track the amount of hours spent working on a
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ticket, and to bill a customer for that time. Through integrations with the *Sales*, *Timesheets*
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and *Accounting* applications, customers can be charged once the work is completed, or before it has
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even begun.
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.. warning::
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Since the *Track & Bill Time* features require integration with other applications, enabling them
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may result in the installation of additional modules (or applications).
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Installing a new application on a *One-App-Free* database triggers a 15-day trial. At the end of
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the trial, if a paid subscription has not been added to the database, it will no longer be active
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or accessible.
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Configure track and bill time features
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======================================
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Before a customer can be invoiced for support services, the *Track & Bill Time* features must first
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be enabled. These features must be enabled on each *Helpdesk* team where they will be utilized.
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Enable track and bill time on a helpdesk team
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---------------------------------------------
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To view and enable the :guilabel:`Track & Bill Time` features on a *Helpdesk* team, first navigate
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to :menuselection:`Helpdesk --> Configuration --> Teams`. Then select a team from the list or
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:doc:`create a new one </applications/services/helpdesk/overview/getting_started>`. This will reveal
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a team's settings page.
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On the team's settings page, scroll to the :guilabel:`Track & Bill Time` section. Check the boxes
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labeled :guilabel:`Timesheets` and :guilabel:`Time Billing`.
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Once the :guilabel:`Timesheets` box is checked, a new field appears, labeled :guilabel:`Project`.
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The project selected in this field is where all the timesheets for this team's tickets will be
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recorded. Click into the drop-down menu to select a :guilabel:`Project`.
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To create a new project where the timesheets will be recorded, click into the drop-down menu, type a
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name for the project, and then click :guilabel:`Create`.
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.. image:: track_and_bill/track-bill-enable-settings.png
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:align: center
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:alt: View of a helpdesk team settings page emphasizing the track and bill time settings.
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.. _helpdesk/advanced/configure-service-products:
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Configure service products
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--------------------------
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When the :guilabel:`Time Billing` feature is enabled, a new product is created in the *Sales* app
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called :guilabel:`Service on Timesheets`. This product can be found under :menuselection:`Sales -->
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Products --> Products`. Search for `Service on Timesheets` in the :guilabel:`Search...` bar. This is
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the product that will be used when invoicing for *post-paid support services* after they have been
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completed.
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Select :guilabel:`Service on Timesheets` from the product page. This reveals the product detail
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form. The product is configured with the :guilabel:`Product Type` set to :guilabel:`Service` and the
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:guilabel:`Invoicing Policy` set to :guilabel:`Based on Timesheets`.
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.. image:: track_and_bill/track-bill-product-based-on-timesheets.png
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:align: center
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:alt: View of a service product with the invoicing policy set to 'Based on timesheets'.
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In order to invoice for support services before the work has been completed (also known as *prepaid
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support services*), a separate product with a different invoicing policy must be created.
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To create a new service product, go to :menuselection:`Sales --> Products --> Products` and click
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:guilabel:`New`. This will reveal a blank product detail form.
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On the new product form, add a :guilabel:`Product Name`, and set the :guilabel:`Product Type` to
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:guilabel:`Service`. Then, set the :guilabel:`Invoicing Policy` to :guilabel:`Prepaid/Fixed Price`.
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This means an invoice can be generated and payment can be received for this product before any
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timesheets entries have been recorded for these services.
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.. image:: track_and_bill/track-bill-product-prepaid-fixed.png
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:align: center
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:alt: View of a service product with the invoicing policy set to 'prepaid/fixed'.
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Finally, set the :guilabel:`Sales Price`, and confirm that the :guilabel:`Unit of Measure` is set to
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:guilabel:`Hours`.
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Invoice prepaid support services
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================================
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When support services are billed on a fixed price, an invoice can be created before any work is
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completed on the issue. In this case, a service product with the invoicing policy set to
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:guilabel:`Prepaid/Fixed Price` would be used, just like :ref:`the section above
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<helpdesk/advanced/configure-service-products>`.
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Create a sales order with prepaid product
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-----------------------------------------
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To invoice a customer for prepaid support services, first create a sales order (SO) with the support
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services product. To do this, go to :menuselection:`Sales --> Orders --> Quotations --> New`, which
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reveals a blank quotation form.
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Then, fill out the quotation form with the customer information.
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Go to the :guilabel:`Order Lines` tab of the quotation and click :guilabel:`Add a Product`. Then,
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select the *prepaid services product* configured in the steps above. Update the :guilabel:`Quantity`
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field with the number of hours.
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After updating any other necessary information, :guilabel:`Confirm` the quotation. This converts the
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quotation into an :abbr:`SO (sales order)`.
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Create and send an invoice for prepaid services
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-----------------------------------------------
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Once the :abbr:`SO (sales order)` has been confirmed, click the :guilabel:`Create Invoice` button.
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This will open a :guilabel:`Create Invoices` pop-up window.
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If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as
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:guilabel:`Regular Invoice`. If a down payment will be collected, choose between either
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:guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
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When the necessary information has been entered, click :guilabel:`Create Draft Invoice`.
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The invoice can then be sent to the customer for payment.
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Create helpdesk ticket for prepaid services
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-------------------------------------------
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To create a *Helpdesk* ticket for prepaid services, navigate to :menuselection:`Helpdesk` and click
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the :guilabel:`Tickets` button to reveal a specific team's pipeline. Click :guilabel:`New` to create
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a new ticket.
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On the blank ticket form, create a ticket :guilabel:`Title`, and enter the :guilabel:`Customer`
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information.
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When the customer name is added, the :guilabel:`Sales Order Item` field will automatically populate
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with the most recent prepaid sales order item that has time remaining.
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Track hours on helpdesk ticket
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------------------------------
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Time spent working on a *Helpdesk* ticket is tracked on the *Timesheets* tab on the specific ticket.
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On the ticket detail form, click on the :guilabel:`Timesheets` tab and click :guilabel:`Add a line`.
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Choose an :guilabel:`Employee`, add a :guilabel:`Description` of the task, and enter the number of
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:guilabel:`Hours Spent`.
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As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field is
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automatically updated.
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.. image:: track_and_bill/track-bill-remaining-hours-total.png
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:align: center
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:alt: View of the timesheets tab on a ticket with an emphasis on the remaining hours on an SO.
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.. note::
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If the number of hours on the :guilabel:`Timesheets` tab exceeds the number of hours sold, the
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:guilabel:`Remaining Hours of SO` will turn red.
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As hours are added to the :guilabel:`Timesheets` tab, they are automatically updated in the
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:guilabel:`Delivered` field on the :abbr:`SO (sales order)`, as well.
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Invoice post-paid support services
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==================================
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When support services are billed based on the amount of time spent on an issue, an invoice cannot be
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created before the total number of hours required to solve the problem have been entered on a
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timesheet. In this case, a service product with the invoicing policy set to :guilabel:`Based on
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Timesheets` would be used, like the one created above.
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Create a sales order with a time-tracked product
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------------------------------------------------
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To invoice a customer for post-paid support services, first create a sales order (SO) with the
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*support services product*. To do this, go to :menuselection:`Sales --> Orders --> Quotations -->
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New`.
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Fill out the quotation with the customer information.
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On the :guilabel:`Order Lines` tab, click :guilabel:`Add a Product`. Select the post-paid services
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product configured in the steps above. After updating any other necessary information,
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:guilabel:`Confirm` the quotation.
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.. note::
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Unlike with the prepaid services quotation, Odoo will not allow an invoice to be created at this
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time. That is because no services have been performed; in other words nothing has been delivered,
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therefore, there is nothing to invoice.
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Create a helpdesk ticket for time-tracked services
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--------------------------------------------------
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To record a *Timesheet* entry for time-tracker services, go to :menuselection:`Helpdesk` and select
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the appropriate team for which these services apply.
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If there is already an existing ticket for this issue, select it from the kanban view. This will
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open the ticket details form. If there is no existing ticket for this customer issue, click
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:guilabel:`New` to create a new ticket and enter the necessary customer information on the blank
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ticket details form.
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After selecting or creating a ticket, go to the :guilabel:`Sales Order Line` drop-down menu. Select
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the :abbr:`SO (sales order)` created in the previous step.
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Track support hours on a ticket
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-------------------------------
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In order to create an invoice for a product based on timesheets, hours need to be tracked and
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recorded. At this point, the service is considered *delivered*. To record hours for this support
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service, click on the :guilabel:`Timesheets` tab of the ticket.
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Click :guilabel:`Add a Line` to record a new entry. Select an :guilabel:`Employee` from the
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drop-down menu, and record the time spent in the :guilabel:`Hours Spent` column.
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Repeat these steps as needed until all time spent on the issues has been recorded.
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.. image:: track_and_bill/track-bill-record-timesheet-hours.png
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:align: center
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:alt: View of the timesheets tab on a helpdesk ticket.
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Create an invoice for hours tracked on a ticket
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-----------------------------------------------
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After the customer's issue has been solved, and it is determined no new timesheet entries will be
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made, an invoice can be created, and the customer can be billed.
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To do this, return to the :abbr:`SO (sales order)` by clicking on the :guilabel:`Sales Order` smart
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button at the top of the ticket.
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Before creating the invoice, confirm that the number in the :guilabel:`Delivered` column matches the
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total number of :guilabel:`Hours Spent` listed in the :guilabel:`Timesheets` tab on the ticket.
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.. image:: track_and_bill/track-bill-delivered-timesheet-hours.png
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:align: center
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:alt: View of a sales order with emphasis on the delivered column.
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Then, click :guilabel:`Create Invoice`. This will open a :guilabel:`Create Invoices` pop-up window.
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If no down payment will be collected, the :guilabel:`Create Invoice` type can remain as
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:guilabel:`Regular Invoice`. If a down payment will be collected, choose between either
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:guilabel:`Down payment (percentage)` or :guilabel:`Down payment (fixed amount)`.
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.. important::
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Use the :guilabel:`Timesheets Period` field if this invoice should only include timesheets from a
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certain time period. If this field is left blank, *all* applicable timesheets that have not yet
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been invoiced will be included.
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.. image:: track_and_bill/track-bill-create-invoice-timesheets-period.png
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:align: center
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:alt: View of create invoices pop up showing timesheets period fields.
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When the necessary information has been entered, click :guilabel:`Create Invoice`. The invoice can
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then be sent to the customer for payment.
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.. seealso::
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:doc:`/applications/inventory_and_mrp/inventory/product_management/product_replenishment/uom`
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