Generating an invoice from a ticket

SECURITY  Manager with Can create invoices from Ticket and Won Quote Wizard permission (located under Contracts permissions. Access to Contracts is not required).

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket > Tools > Invoice Now

If you have the necessary security permissions, you can generate an invoice right from the ticket.

When you do this, all unbilled labor, charges, and expenses on the ticket are approved, posted and invoiced, including items billed to a parent organization or designated Bill to organization.

If labor with an excluded work type or role is rolling over to a parent exclusion contract, multiple invoices will be generated from the ticket.

Using Invoice Now, you can invoice items that are excluded by an organization's default template by changing the template to one that includes those items or, on the Choose Billing Items page, by enabling the Show Recurring Service Labor, Show Fixed Price Labor, or Show Services/Bundles with a Price of 0.00 options.

NOTE  Time entries associated with a contract that is set to Approve & Post Labor on timesheet approval will not be posted by Invoice Now if their associated timesheet has not been approved.

For security reasons, invoicing from a ticket is restricted to users with the security level permission Can create invoices from Ticket and Won Quote Wizard. This permission does not require access to Contracts.

  • When you bill directly from the ticket, you cannot adjust the Tax-Exempt, Bill to Parent Organization, or Billing Address settings specified on the Organization and Invoice Settings pages. Be sure these settings are correct before you bill from the ticket. Refer to The Invoice settings tab and page.
  • Items being billed to a parent organization or another designated Bill to account are included on the invoice.
  • There is no formal Approve & Post process. Before you invoice, you can see what labor items are unposted by checking time entries on the ticket's Activity tab with the Show Billing Data option enabled. You can see what charges and expenses are unposted by checking the Posted column on the Charges & Expenses tab.
  • If you would like to send the invoice to the customer immediately, you should enable invoice emailing for the customer. Refer to The Invoice settings tab and page.
  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Enter all ticket charges, expenses, and labor, and set the ticket status to Complete.
  3. From the Tools menu, select Invoice Now.

If there are no items available to invoice on this ticket, a dialog box will let you know that there are no available billing items.

If there are billing items to invoice, a dialog box will let you know that they will now be posted.

  1. Click OK in the confirmation dialog box. The Process Invoice page opens. Refer to Processing invoices for details on completing this page.

If you have invoice emailing enabled for this organization, the invoice is sent automatically via email. For details on setting up invoice settings, refer to The Invoice settings tab and page.

If the billed items are associated with different purchase order numbers, there will be a separate invoice for each purchase order number and each invoice will be sent in a separate email message.

The invoice for the ticket appears on the Invoice History page, with the name of the resource who generated the invoice in the Created By column. Refer to Managing invoices from Invoice History for more information on viewing, emailing, transferring to QuickBooks, or voiding the invoice.