812c8aa8c4
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>
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===================
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Track and bill time
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===================
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*Helpdesk* provides teams with the ability to track the amount of hours spent working on a ticket,
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and to bill a customer for that time. Through integrations with the *Sales*, *Timesheets*,
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*Project*, and *Accounting* applications, customers can be charged once the work is completed, or
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before it has 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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Track and bill time features configuration
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==========================================
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Before a customer can be invoiced for support services, the *Track & Bill Time* features **must** be
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enabled on each *Helpdesk* team individually.
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Enable track and bill time on a team
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------------------------------------
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To view and enable the *Track & Bill Time* features on a *Helpdesk* team, first navigate to
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:menuselection:`Helpdesk app --> Configuration --> Helpdesk Teams`. Then, select a team from the
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list, or create a :doc:`new Helpdesk team <../overview/getting_started>`. This reveals a team's
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settings page.
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On the team's settings page, click :guilabel:`Edit`, then scroll to the :guilabel:`Track & Bill
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Time` section. Tick the boxes 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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.. note::
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If this is the first time this feature has been enabled on this database, the page may need to be
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manually saved and refreshed before the :guilabel:`Project` field appears.
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The project selected in this field represents where all the timesheets for this team's tickets are
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recorded. Click into the :guilabel:`Project` drop-down menu to select a project.
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To create a new project where the timesheets are recorded, click into the :guilabel:`Project`
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drop-down menu, type a name for the project, and then click :guilabel:`Create` from the drop-down
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menu beneath.
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Click :guilabel:`Save` at the top-left of the page to save any changes.
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.. image:: track_and_bill/track-bill-enable-settings.png
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:align: center
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:alt: The settings page of a Helpdesk team with the track and bill time settings enabled.
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.. _helpdesk/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, *Service on Timesheet*. This product can be found under :menuselection:`Sales app-->
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Products --> Products`. Then, search for `Service on Timesheet` in the :guilabel:`Search...` bar.
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This is the product that is used when invoicing for *post-paid support services* **after** they have
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been completed.
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Select :guilabel:`Service on Timesheet` from the :guilabel:`Products` page. This reveals the product
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detail form. The product is configured with the :guilabel:`Product Type` set to :guilabel:`Service`,
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and the :guilabel:`Invoicing Policy` set to :guilabel:`Based on Timesheets`. Click :guilabel:`Edit`
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to make any necessary changes to the product record, such as the :guilabel:`Cost` or
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:guilabel:`Sales Price`, then click :guilabel:`Save`.
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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: The Service on Timesheet product with emphasis on the invoicing policy field.
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In order to invoice for support services *before* the work has been completed, also known as
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*prepaid 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 app --> Products --> Products`, and
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click :guilabel:`Create`. This reveals a blank product detail form.
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On the new product form, add a :guilabel:`Product Name`.
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.. tip::
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Try to use a name that identifies the purpose of the product, for example, `Prepaid Services`.
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This makes it easier when adding it to a sales order later.
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Set the :guilabel:`Product Type` to :guilabel:`Service`. Then, set the :guilabel:`Invoicing Policy`
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to :guilabel:`Prepaid/Fixed Price`. This means an invoice can be generated and payment can be
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received for this product, before any timesheet 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: The Service on Timesheet product with emphasis on the invoicing policy field.
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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`. Then, click :guilabel:`Save` to save those configurations.
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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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*Prepaid/Fixed Price* would be used, just like the one created in the :ref:`Configure service
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products <helpdesk/configure-service-products>` section.
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Create prepaid product sales order
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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 app --> Orders --> Quotations`. Then,
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click :guilabel:`Create` to reveal 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 :ref:`above
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<helpdesk/configure-service-products>`. Update the :guilabel:`Quantity` field with the number of
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hours.
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After updating any other necessary information, :guilabel:`Confirm` the quotation. This converts the
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quotation into a :abbr:`SO (sales order)`.
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Create/send 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 on
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the sales order form. This opens a :guilabel:`Create invoices` pop-up window.
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If no down payment is collected, the :guilabel:`Create Invoice` type can remain as
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:guilabel:`Regular invoice`. If a :doc:`down payment <../../../sales/sales/invoicing/down_payment>`
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is collected, choose between either :guilabel:`Down payment (percentage)` or :guilabel:`Down payment
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(fixed amount)`.
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When the necessary information has been entered, click :guilabel:`Create and View Invoice` or
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:guilabel:`Create Invoice`.
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.. tip::
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Invoices are created in draft mode, so they can be reviewed and edited, if necessary.
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The invoice can then be :doc:`sent to the customer <../../../finance/accounting/customer_invoices>`
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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 app`, and
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click the :guilabel:`Tickets` button on the desired team's card, to reveal that specific team's
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pipeline. Click :guilabel:`Create` to create a new ticket.
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On the blank ticket form, enter a ticket :guilabel:`Title` and the :guilabel:`Customer`
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information.
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When the customer name is added, the :guilabel:`Sales Order Item` field automatically populates with
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the most recent prepaid sales order item that has time remaining.
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If a customer has more than one sales order item with remaining time, click the :guilabel:`Sales
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Order Item` field, and select the correct item from the drop-down list.
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After entering all of the necessary information, click :guilabel:`Save`.
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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
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line`. Choose an :guilabel:`Employee`, add a :guilabel:`Description` of the task, and enter the
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number of :guilabel:`Hours Spent` working on the task.
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As new lines are added to :guilabel:`Timesheets` tab, the :guilabel:`Remaining Hours on SO` field,
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at the bottom-right of the tab, is 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: The timesheets tab of a Helpdesk ticket keeping track of the number of hours remaining on a
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sales order.
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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` turns 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
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**cannot** be created before the total number of hours required to solve the problem have been
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entered on a timesheet. In this case, a service product with the *Invoicing Policy* set to *Based on
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Timesheets* would be used, like the one created :ref:`above <helpdesk/configure-service-products>`.
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Create time-tracked product sales order
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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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:guilabel:`Service on Timesheet` product. To do this, go to :menuselection:`Sales app --> Orders
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--> Quotations`. Then, click :guilabel:`Create` to reveal a blank quotation form.
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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 :guilabel:`Service
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on Timesheet` product configured :ref:`above <helpdesk/configure-service-products>`. After updating
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any other necessary information, :guilabel:`Confirm` the quotation.
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.. important::
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Unlike with the prepaid service quotations, Odoo does **not** allow an invoice to be created at
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this time. That is because no services have been performed; in other words, nothing has been
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delivered, 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-tracked services, go to the :menuselection:`Helpdesk app`,
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and select 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 to open it. If
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there is no existing ticket for this customer issue, click :guilabel:`Create` to create a new
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ticket, and enter the necessary customer information on the blank ticket detail form.
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After selecting or creating a ticket, go to the :guilabel:`Sales Order Item` 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. Then, click
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:guilabel:`Save`.
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Create 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 need to 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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Then, click :guilabel:`Create Invoice`. This opens a :guilabel:`Create invoices` pop-up window.
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If no down payment is collected, the :guilabel:`Create Invoice` type can remain as
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:guilabel:`Regular invoice`. If a down payment is collected, choose between either :guilabel:`Down
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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
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from a certain time period. If this field is left blank, **all** applicable timesheets that have
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not yet been invoiced will be included.
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When the necessary information has been entered, click :guilabel:`Create and View Invoice` or
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:guilabel:`Create Invoice`. The invoice can then be :doc:`sent to the customer
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<../../../finance/accounting/customer_invoices>` for payment.
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.. seealso::
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- :doc:`../../../inventory_and_mrp/inventory/management/products/uom`
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- :doc:`../../../sales/sales/invoicing/down_payment`
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